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:08/10/2023

  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.

  I have paid for this service for approximately 1 year and recently had a claim filed on my heating/air unit. I called and opened a claim and asked what I needed to provide. I asked what I needed to provide and was told, they would need the technicians diagnostic of the issue. I had my HVAC company send it and i also sent it. Again in the email asking if they needed anything additional, please let me know. The unit had an Evap coil leak but had to be replaced due to unit non repairable. The Evap Coil was no longer available and the system takes the old refrigerent. The new heatpump was installed about 1.5 weeks later. I paid close to $7000 to HVAC expecting reimbursement based on my warranty... 5 days AFTER INSTALLATION, they decided they needed more pics, (pics had been sent of unit and details that tech had taken for company)... After the unit was replaced and hauled off 5 days after the fact... now HomeSafe is saying without pics of the actual leak, they will not cover. I requested 2 seperate times if they needed anything else. They had the diagnostic and was aware of issue, nothing addidtional requested until after unit replaced and hauled off and unable to get additional pics. Per HomeSafe contract, I can dispute but have to go thru BBB Arbitrarion. I am seeking my reimbursement per their contract. Please let me know if you need anything further

  Business Response

  Date: 08/15/2023

  Thank you for bringing this to our attention.

  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 contacted your administrator to start a claim. It appears you had the parts replaced without prior authorization.  Once we received the document with the diagnosis we asked for the missing information which was not available, so we had to mark claim inactive due to lack of information.  You administrator would have needed pictures of the leaking evaporator coil to determine coverage. This information was not provided. In effort to resolve this matter HomeSafe will refund $500 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 you for your electronic signature. 

  Client Relations 
  
  

   

  
  

  Customer Answer

  Date: 08/21/2023

   
  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:07/26/2023

  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.

  This company will not honor their contract with me. I filed a complaint that my air conditioner is not working. I sent in all the required paper work. They didnt respond only when I called them first. It has been 2 weeks with no resolution or determination as to what the status is from them. They dont honor their contract with the customers. I will not do business with them again. Horrible experience.

  Business Response

  Date: 07/31/2023

  Armis requested that the Administrator of your ************ Contract examine your claim based on the complaint you have provided. The results of this investigation indicate that the claim was adjudicated correctly according to the specific terms and exclusions of the ************ Contract.

  Although there is no refund due, HomeSafe will refund the last 3 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 you for your electronic signature.

  Client Relations 

  Customer Answer

  Date: 08/02/2023

   
  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,
  
  ***********************

  Customer Answer

  Date: 08/16/2023

  Home Safe offered to settle our complaint with an offer to refund 3 month of payments. We accepted the offer through the BBB portal and also send our acceptance email to Home Safe as requested. To date we have not received any notification or acknowledgement from HomeSafe. This is the same type of poor communication that we had with them on our original complaint. Could you please assist us with this issue.

  Business Response

  Date: 08/29/2023

   

  This matter has been resolved with a signed Settlement and Release Agreement and we consider the matter closed. 

  Client Relations

  Customer Answer

  Date: 08/30/2023

   
  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:07/24/2023

  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 called Homesafe becouse of a stop up sink. The ****** came and instead of coming in the house he went under the house. When I ask him why he **** to put in a clean out which they did not do .After about two hours they came out and came in the house opened the cabnet and took off the trap cleaned it and told me the job was done and left.9:00 and I have not had any thing to eat. When he left I had to do a whites turn on the machine and left the garage. The machine ran all night and **** of the day. And the water from the kitchen keeps running into the garage can't run dish washer can't us water.

  Business Response

  Date: 07/31/2023

  ***** requested that the Administrator of your ************ Contract examine your claim based on the review you have provided. The results of this investigation indicate that the claim was adjudicated correctly according to the specific terms and exclusions of the ************ Contract. Armis has suggested you contact your service provider to resolve this matter as it seems to pertains more to your service provider than Armis or Homesafe. 

  Client Relations 

• Initial Complaint

  Date:07/14/2023

  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 needed a tech to visit our rental property regarding air unit issue. Homesafe is supposed to have registered techs. They had absolutely NOONE who worked with them due to bad experiences. I had to find a tech. I was told to pay and I'd be refunded. Had they had one of their technicians available, I would have known what was refundable and what wasn't, but because they had not one tech avail, I was trying to resolve my own issue, blindly as it related to refunds. The tech wrote up the issue, stating an issue from within the house that ran outside of the house and while resolving the inside issue (coil), he replaced an issue outside. That item has rust on it. We sent pictures of inside and outside issues. Homesafe/Armis decided to deny the entire claim based on what they saw on pictures outside. The heck with the "real" issue what was on the inside....rust not an issue. I feel that they were looking for a reason to deny and not pay the claim. I would like a refund. Claim #HWF3802593. They won't allow you to speak with corporate office either.

  Business Response

  Date: 07/24/2023

  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.

  Armis requested that the Administrator of your ************ Contract examine your claim based on the review you have provided. Based on the review records they indicate that a claim was started. However, a diagnosis and estimate for the needed repairs were never received. The claim was marked inactive. Please contact your service provider and have them send the requested records to Armis at their earliest convivence.

  Client Relations 

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20321530
  
  I am rejecting this response because: I sent them the same documents uploaded to this complaint, which includes the diagnosis. It was sent to them at 11:10am CST on 7.14.23.

  I pray that they do right and refund the cost of the repair as it was listed as an indoor problem. 

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/23/2023

  No, they have not contacted me. They are horrible and need to be dealt with my those who have the ability to do so. I'm so frustrated with them!

  Business Response

  Date: 08/29/2023

   

  HomeSafe did everything we could to resolve this matter and repeatedly have informed ****************** she needs to contact Armis to review the documentation she provided. 

  Client Relations

  Customer Answer

  Date: 08/30/2023

  I have contacted Armis and Homesafe. Both have these documents.  ***** refuses to refund me. They acknowledged that repair states it was an issue from within but because we also sent them a picture of something on the outside that has rust on it, they won't pay; even if it's nothing to do with issue needing repairing.

• Initial Complaint

  Date:06/26/2023

  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.

  I purchased a warranty policy from them for appliances in my home. My premium was $40 a month. I paid this for almost if not over 2 years and I filed a claim for my stove back in May, 2023. They had me sign up for this app called Thumbtack where I went out to find a person to come and evaluate my stove. I paid $90 for the visit, and he told me that the stove could be fixed for $450. He sent the information to HomeSafe and they gave me the run around for over 3 weeks and then they denied my claim stating that there was a power surge and that's the reason why my claim was denied. I reached out to the gas company here and they stated that that reasoning was not true because they couldn't find anywhere in our account where a power surge happened. I reached out to HomeSafe to request a refund and to cancel the policy, but they told me that they couldn't refund my money, but they would cancel the policy. So now I ended up buying a new stove and if that's what it was going to be, I didn't need their policy. I could've used that $40 a month for 2 years and bought my stove 3 weeks ago. They're promoting that any appliance is covered, but my stove wasn't covered.

  Business Response

  Date: 07/06/2023

   

  Thank you for bringing this to our attention. 

  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. 

  Armis has informed us they reached out to you regarding this matter and come to a resolution. Please contact us should you need anything further. 

  Client Relations

  Customer Answer

  Date: 07/06/2023

   
  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:06/21/2023

  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 have a home warranty through HomeSafe. This is to cover appliances AC items like this, our AC went out we called them to get it repaired. Are AC person checked it out says it needs to be replaced after a week of going back and forth they tell us now they will not cover it due to rust and corrosion. I have health issues, and now we have no AC that we have to cover on our own.

  Business Response

  Date: 06/30/2023

  Thank you for bringing to our attention. 

  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.  Armis reviewed your claim. ***y received a video of a leak search but didn't show the location of the leak, only the detector beeping.  Armis called your service provided to ask about the issue.  *** service provider stated are many leaks, and that it was "formicary corrosion" as the failure to the equipment.  Armis asked if they had any further pictures, or documentation of leaks but the service provider did not have any pictures. 

  Also,  your service provided initially said the motor was working intermittently due to a leak in system. Working intermittently also means it was working and not failed which would not be covered by your contract. 

  As a resolution, HomeSafe will refund your payment in full upon execution of a Settlement Agreement and Release. Please email ****************************************** to confirm this offer and we will draft the Agreement for your electronic signature. 

  Customer Relations

  CarShield is here to address your concerns. CarShield is suing the BBB-*********.CarShield recently filed a lawsuit against the BBB-*********. *** lawsuit asserts that the BBB- ********* is biased against CarShield and that the BBB-********* has used improper means through the use of misrepresentation relating to CarShield.  A copy of the lawsuit is available at ***************************************

• Initial Complaint

  Date:06/09/2023

  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.

  I got an estimate for repair needed for my air conditioning unit claim #H535204. The cause of failure was due to a leaking of the coil which cant be replaced and caused my system to freeze . However the company is twisting the contractors words by stating the system failure is due to corrosion so they can deny the claim. There was no mention of corrosion nor that its the cause of failure in the report. They discovered corrosion based on a picture totally ignoring the facts stated in the estimate. I believe they dont want to pay as Im fairly new to HomeSafe and this is my second claim. Whats the point of asking for the contractor breakdown if theyre just going to draw their own conclusion.

  Business Response

  Date: 06/19/2023

  Thank you for bringing this to our attention. 

  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.  ***** has informed us your claim was denied due to corrosion pictures that showed to be the cause on the U bends of the coil. The corrosion took out the compressor due to prolonged usage with the leak in the system. 

  Since you have already filed previous claims on your protection plan there is no refund due at this time. We see that you have already cancelled your plan. We are sorry to lose you as a HomeSafe customer. 

  Client Relations

• Initial Complaint

  Date:06/06/2023

  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.

  I HAVE home safe home warranty that I pay by automatic deduction every month. For the past 2 weeks the company has been harassing me for a payment they all ready got. The first time they said it was their error. However they continue to call foe this payment. I was left on the phone not talking to me for 16 minutes, saying nothing then hangs up on me. Now they are sending letters. On the Picture below shows that home safe was paid ***** on the 26th of may.I have requested a supervisor call, however the customer service rep would not do it.

  Business Response

  Date: 06/13/2023

   

  Thank you for bringing this to our attention. 

  A HomeSafe representative will be reaching out to your regarding this matter shortly. 

  Client Relations

  Customer Answer

  Date: 06/13/2023

   
  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:05/23/2023

  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.

  on april 16 and 18th i called my home insurance ** because our stove stop working. the **mpany would not assist in getting a repair man. we found appliance repair man. ****** came out and found what was wrong. he faxed the quote to home safe we have been waiting for over a month. no one has called to fix the oven

  Customer Answer

  Date: 05/25/2023

  I called both the warrenty ** and the repair man. Numerous times the warrenty ** says there waiting for more information. The repair man says he sent everything. No one is helping to resolvethis issue

  Business Response

  Date: 06/08/2023

  Thank you for bringing this to our attention. 

  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. 

  Armis has informed ** they need the invoice and diagnosis for the refrigerator repair. For the oven they need the diagnosis, invoice for repair, AND complete contractor information.  If you have an questions, you can reach the Armis claims department at ************. 

  Client Relations

• Initial Complaint

  Date:05/16/2023

  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.

  Made claim on my washer 4/3/23. Homesafe representative gave me number of **&* Appliance Repair.. 4/4/23 he comes examines my washer, sends in estimate. I called to check on my claim was told that there was no company name on the estimate. After repeated attempts and a very rude 3 way call, the Homesafe represtative suggested I call an other repairman. I was told that I would be reimbursed any amount over the $65. It took multiple calls to find an appliance repairman willing to deal with Homesafe, eventually ****** Appliance Repair came on 4/17/23. I faxed and emailed his estimate order ( which was much the same as the first repairman, stating the cause of failure was due to normal wear and tear on an 11 year old machine). Several days later the repairman calls me to say he received a call from Homesafe and there only concern was what else could have cause the need for repairs other than normal wear and tear. My next call to Homesafe I was told that the parts numbers on 2 of the parts didn't match the model numberof my machine. I researched Whirlpool site to find the numbers were correct. Homesafe called the repairman again and again the repairman explained that parts wear out after 11 years of normal wear. I called Homesafe again and this time I was told that Homesafe didn't cover normal wear and tear.. next highlight the contract book and called again explaining that on page 2,3,&4 of the contract it states they cover normal wear and tear.I was placed on hold for over 2 hours ( the representative would check back every 15 min.or so to see if I was still there) while she figured out how to speed up my over 4 week claim. Her solution was for the repairman to give a detailed written description of how and where the parts were worn because the tub and basket won't wear out at the same time. I again call the repairman, he informed me that in his 14 years experience that this was not unusual and he called Homesafe to explain call back to

  Business Response

  Date: 06/05/2023

   

  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. 

  Armis will contact you in regards to this matter shortly. We appreciate your patience. 

  Client Relations

   

  Customer Answer

  Date: 06/08/2023

   
  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,
  
  *********************

  Customer Answer

  Date: 07/06/2023

   
  Complaint: ********
  
  I am rejecting this response because:I need to reopen my complaint # ******** because the company Homesafe (Armis) failed to contact me as the resolution was based. This company Homesafe (Armis) appears to be a scam. Over the last 2months, in an effort to have my washing machine repaired or replaced as my contract states, I have been given 5 excuses as to why they weren't fulfilling their contract EXCUSE #1 the contractor ( the number this company gave me) didn't have his name on the letterhead. After over a week of ME trying to reach him, finally on a 3 way call the contractor, very rudely stated, he would if he had time.  Since it was obvious the contractor wasn't going to comply, the Homesafe representative suggested I get another contractor (this wasn't easy because contracts didn't want to work with this company), I found one, this contractor has been in business for 14 years and has an A rating with the BBB, he came out examined my washer and came to the same conclusion the first contractor did, that my washer broke from 11 years of normal wear and tear. I sent this to  Homesafe and EXCUSE #2 the parts numbers didn't match my Whirlpool machine. I looked on the Whirlpool site to find that the parts numbers were correct.  The contractor called to inform me that a representative from Homesafe called and during the call he was asked 3 times what else could have caused my washer failure other than normal wear and tear. My next call to Homesafe EXCUSE # 3, a Homesafe representative told me Homesafe didn't cover normal wear and tear. After reviewing my contract, I called again explaining where in my contracts it stated that normal wear and tear was indeed covered. The representative nicely said she would look into it and placed me on hold. I remained on hold for over 2hours, with the representative checking back every ***** minuets to see if I was still on line. After over 2hours EXCUSE #4 they needed more details of what caused the normal wear and tear.  The contractor explained to them that normal wear and tear was just that, breakage caused from parts wearing out from normal use over 11years. Excuse #5 the tub and basket would not wear out at the same time.  I contacted the contractor with this excuse and he stated that it does and he has seen it several times in his 14 years, The contractor called Homesafe to explain how when one worn part breaks it can result in an equally worn part breaking as well. I gather the call didn't go well when a representative that knew nothing about washing machine repair was trying to tell him, with 14 years experience, about washing machines.  Needless to say, this contractor was finished dealing with this sham company. The homesafe representative suggested I get a 3rd contractor at my expense and the money, along with the other $145.00 over the $65.00 it was supposed to cost,  would be reimbursed upon settlement of my claim. Since I have determined that Homesafe has no intension of settling this claim it would be a waste of money. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/21/2023

   

  In an effort to resolve this matter, HomeSafe will refund your payments in full upon execution of a Settlement Agreement and Release. We will email you the Agreement within 10 days for your electronic signature and issue the refund when you sign.

  Client Relations

  Customer Answer

  Date: 09/21/2023

   
  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,
  
  *********************

  Business Response

  Date: 09/25/2023

   

  We have emailed your Agreement to the email address on file. The document will come from DocuSign.  Please sign at your earliest convenience and we will request your refund. 

  Client Relations