Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed claim of water heater leaking on 21 June 2023 (Claim #H538129) followed all requirements stated by the claims agent, got water heater replaced.Submitted invoice for payment with supporting pictures of leak from bottom of water heater, statement from technician on cause of failure, and requested that a claims adjuster or Supervisor call or email regarding clam numerous times and was not contacted. Called again asking why no one had called and they had transposed my contact number. promised to call, no calls or emails to date. I have yet to talk to a claims adjuster or supervisor at this company, only people answering phone calls for them. I would like to get reimbursed for the amount of the invoice.

  Business Response

  Date: 10/25/2023

  As noted on the first three pages of your Protection Plan, Armis is the administrator of your home service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information referenced in your complaint. Upon further review we had advised you multiple times that Armis was requesting an image of the failure that occurred on the bottom of the water heater.  Armis never received sufficient information and the water heater was replaced as well disposed of.  No coverage could have been determined without the picture that was requested of the leak. Therefore this was denied due to no prior authorization as well as no cause of failure could be shown. Although there is no refund due, HomeSafe will refund your last 3 monthly payments upon execution of a Settlement Agreement and Release. Please email ****************************************** to accept this offer and we will draft the Agreement and email it for your electronic signature.

  Client Relations.

  Customer Answer

  Date: 10/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my water heater tank cracked and leaked onto the pilot which caused the pilot to go out. I filed a claim on a Saturday and was able to get a plumber out to look at the water heater. He confirmed and documented the failure. We sent in the estimate along with pictures that same day. HomeSafe does not work on weekends so their review process for the claim started on Monday morning. Their adjuster reviewed the claim and asked for a cause of failure along with pictures. Again this was already provided with the claim on Saturday. According to their customer service reps each time the adjuster asks for more information their ***** hr window starts over. Fast forward to Wednesday and I still don't have an answer and I still don't have hot water. The problems is they asked for information which was already provided. We I call them I'm told my claim is under review with the adjuster and cannot speak to the adjuster or a supervisor. If the claim is approved and it this point it seems like a big IF, then I will need to call the plumber for a second trip back to my home to have it replaced. The plumber had a water heater with him at the original call and could've replaced it on Saturday but because of Home Safe's ridiculous review policy and delays in processing we still have no hot water. This is not my first problem with this company and I do not recommend them to anyone looking to purchase a home warranty.

  Business Response

  Date: 10/25/2023

  As noted on the first three pages of your Protection Plan, Armis is the administrator of your home service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information referenced in your complaint. Upon further review the unit was replaced without prior authorization. Nevertheless, Homesafe will reimburse you $2013.05 which is the price of the repair upon a signed settlement agreement and release. If you are willing to accept this offer please email ****************************************** so we can draft the agreement and send for your electronic signature. 

  Customer Relations. 

  Customer Answer

  Date: 10/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Do NOT use our public records to solicit this JUNK. No one with a brain will give money to some scam "home warranty" scammer. Maybe just go find REAL jobs.

  Business Response

  Date: 10/10/2023

  Thank you for bring this to our attention.

  We have removed you from all of our mail and call lists.

  Client Relations. 

• Initial Complaint

  Date:09/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested that my name AND address be removed from HomeSafe's data base and mailing list 2 times since May, 2023. I received a third unsolicited inquiry about a home warranty today, 9.29.2023. These notices are date: 5/23/2023, 7/17/2023 and 9/19/2023. This is being done intentionally. I want an email from HomeSafe verifying the removal of my name AND address from their computer systems, mailing lists and those of any third parties they deal with. Email to *********************** NO PHONE CONTACT!

  Business Response

  Date: 10/02/2023

  Thank you for bringing this to our attention. 

  Please email ****************************************** with the customer ID numbers on the mailers. When searching just your name we are unable to locate an account. We can assure this is not something that is being done on purpose. 

  We will also email you with this information.

  Client Relations 

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20677020
  
  I am rejecting this response because: I'm not emailing anyone else. They can email customer relations and take me completely out of their system. The Customer ID :**********, ********** and **********.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/06/2023

   

  We have removed your contact information from the HomeSafe contact list. 

  Client Relations

  Customer Answer

  Date: 10/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to cancel my account with this company but every time I call no one answers and the prompt states that there are no customer support specialists in the que and then the call is ended

  Business Response

  Date: 09/22/2023

  Thank you for brining this to our attention. 

  We have canceled your policy and will stop all future payments on the account. We are sorry to lose you as a customer.

  Client Relations.

• Initial Complaint

  Date:09/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never signed up for Homesafe. They started taking money out of my account in August and again in September claiming the account was opened over the phone. I never opened this account. I have a home warranty company so I would never open a second account. They have charged me twice $158.98. I called to cancel and requested a refund. They refused the refund but said they would cancel this unauthorized account.

  Business Response

  Date: 09/13/2023

  Thank you for bringing this to our attention.

  We have reviewed the sales call. Upon further review the caller had identified himself as you as well as provided all the information down to your card number. If you did not open this policy we suggest you file a police report. Out of courtesy we will refund your last monthly payment. The payment will be credited back to your account in 3 to 5 business days.

  Client Relations

  Customer Answer

  Date: 09/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The problem is the home warranty company will not cover the new furnace. I called them and they told me they had no one in by area that they use. They said I had to find to someone. I could not find a service company that would work with them. I called back a couple of times to get some assistance. Finally a rep named **** look on a list he said that they worked with before. They were not under their plan though. So one of three he gave me I new. I called them when the gentleman came out he was for over 3 hours checking over the machine. He said it had to be replaced it was 21 years old. The heater and condenser parts might not fix the problem. I had it replaced and they gave me all the paperwork a pictures of what was wrong. I sent it to the warranty company and they called me and told me they needed something else. They did that 3 times and told me the claim was denied because the unit was old and the information I sent was enough. The company that replaced my furnace was ***** in ****** **. The warranty claim number from Homesafe is HWF4739020.

  Business Response

  Date: 09/12/2023

  As noted on the first three pages of your Protection Plan, Armis is the administrator of your home service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information referenced in your complaint.

  Upon further review it appears this claim was completed without prior authorization. The documentation shows the heat exchanger had failed. There were no pictures showing the actual cause of failure. Armis would have needed the model/serial to verify warranty as well.  After reviewing the pictures it shows to be possible fire/water damage in the furnace. It is tough to tell with the pictures that are here as the water lines, soot, and discoloration.  Your claim was NOT denied, it was marked inactive as we never received the information needed to see what the failure was to the unit, or check the warranty, or perform a proper review of the situation. Since you replaced the unit, Armis could not review the claim. Per the contract term no prior approval for repairs are not covered.  Armis made a good faith attempt to see if they could cover the repair, but given the lack of info we could not determine coverage and had to mark inactive. If you have any additional questions you can contact Armis at ************.

   

  Client Relations

  Customer Answer

  Date: 09/16/2023

  I understand about the contract. But there was no one in the area under their plan. I was just following the instructions I was told to do by home safe reps. over the phone. They say they record phone calls. But I understand the BBB has to go by the contract. It is a shame  big company can go by the contracts and the consumer can not believe what theyre reps. tell you. Thank you for looking into this matter for me. That old saying  Buyer Beware is the best way to deal with big companies. 

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They had to replace the toilet because it was leaking into my kitchen. The hole that was in the ceiling they had to cut out to make sure that there was not going to be anymore leaking from the new toilet and they repaired that. He replaced the faucets in the upstairs bathroom and in the kitchen because they were leaking. The company gave me their paperwork and I sent it to HomeSafe. HomeSafe stated that since I did not send pictures or notify them of the condition of this leak they denied my claim. They asked me about a book but I never got a book until 06/28/2023. I had the repairs done on 04/26/2023. I think they should not do seniors like this. This is wrong. They should give me back my money because they did not send me a book out until after the repairs were done. I should have received that book shortly after I signed up with the home warranty. I would like to be refund in the amount of $1100.00 my claim number is H532179.

  Business Response

  Date: 09/11/2023

  As noted on the first three pages of your Protection Plan, Armis is the administrator of your home service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information referenced in your complaint.

  Upon further review, you had called in the claim on 4/19/23 at that time Armis had asked for the cause of failure, diagnosis, and pictures of the leaks. On 5/3/23 ***** had explained once more that pictures as well as the requested information had not been received. During the call on 5/3/23 you had stated that the repairs were already completed on 4/26/23. ***** had denied the claim on 6/13/23 after ***** consistently explained to you that the diagnosis and photos were not able to be obtained due to you completing the repair before Armis could fully review. Armis cannot reimburse you for repairs, as they were done without prior authorization after being told what was needed. There is no refund due, however HomeSafe will refund your last 6 monthly payments upon execution of a Settlement Agreement and Release. Please email ****************************************** and we will draft the Agreement and email it to you for your electronic signature.

  Client Relations 

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We requested service on our dishwasher and microwave, paid the service fees for someone to come out and its been 5 months now of no reimbursement of the fee, or even one word about the repair which obviously the do not do. I would not recommend this service unless you have money to throw away.

  Business Response

  Date: 09/11/2023

  As noted on the first three pages of your Protection Plan, Armis is the administrator of your home service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information referenced in your complaint.

  Upon further review you had called in to start claim on 6/9/2023. You had stated that the dishwasher and microwave were not working at which point you were told the claims process and what was needed. On 6/23/23 you had called in where ***** once more explained what was needed to go along with the model and serial numbers of the units. On 9/6/23 you were informed the claim was still pending on a cause of failure on the microwave as there no estimate received showing you had paid the service fee. Please forward the information to Armis ASAP. If you have any other questions please call them at ************. 

  Client Relations.

   

   

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I HAD HOME SAFE FOR MY HOME WARRENTY,IN MARCH MY ** WENT OUT. I FILED A CLAIM THE FIRST THING THEY BEGIN ASKING FOR WAS #1. THE AMOUNT OF COLLANT THAT WAS OUT ,{THE HAV** AGENT EXPLAIN TO THEM THAT THERE WAS NO COLLANT ,BECAUSE THE COMPRESSOR WAS BURNED UP.ATHE WIRE WAS BURNED. THE **** NEEDED REPL**ING.AND THAT WAS FROM 2 HV** ** ***#2 THEN AFTER THE COULDNT GET AN AMOUNT ON THE FREON,THEY BEGIN ASKING FOR PICTURES,PICTURES WAS SENT,THEN THEY WANTED THE DATE..EVERY THING THEY ASK FOR THEY RECIEVED IT.THEY TALKED TO THE REPAIR *** AND THEY EXPLAINED EVERY THING TO THEM..SO THE REPLIED BY SAYING THE WOULD LOOK INTO IT .AFTER ABOUT 2 WEEK I CALLED THEM . THEY ADVISED ME THEY HAVENT RECIEVED THE DOCUMENT THEY ASK FOR ,WHICH WAS UN TRUE.SO I GOT THE ** REPAIRED THROUGH **************** FOR **** PLUS. AND I ADVISE THEM I WAS SENDING THEM A BILL. THEIR ANSWER WAS,BECAUSE THEY DINT GIVE THE APPROVAL THEY WOULD NOT PAY FOR IT .THEY SAID ITS IN THE ***** THAT IF THEY DONT APPROVE A REPAIR THEY WOULDT PAY FOR IT. I LOOK AT THE ***** BOOK AND I COULDNT FIND THAT QUOTE.MY OPINION THEY JUST WASNT GOIN TO PAY.SO I CANCEL MY CONTR**T WITH THEM.I ALSO CONT**T *** CONGRESSMAN AND HE ADVISE ME TO CONT**T BBB.SO THAT IS WHY IM CONT**TING YOU NOW..

  Business Response

  Date: 08/31/2023

  As noted on the first three pages of your Protection Plan, Armis is the administrator of your home service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information referenced in your complaint.

  Upon further review the decision was adjudicated correctly. Armis had required more information and pictures for verification of failures that were not and could not be provided. Due to you having already had the system replaced and the old system removed / trashed, Armis can not move your claim forward. Although there is no refund due, HomeSafe will refund you 4 monthly payments upon execution of a Settlement Agreement and Release. Please email ****************************************** if you wish to accept this offer and we will draft the Agreement and email it to her for electronic signature.

  Client Relations