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:05/11/2023

  Type:Product 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 HomeSafe for 2 years and been paying them $70 a month. The first thing that went wrong with my home I sent my receipts in and they told me they couldn't help me and won't give me the money I paid for repairs. I paid this business faithfully and it disappoints me that now that I need them and want to use them they won't. I paid for my services for 2 years now I feel like all my monthly payments and the money I paid to get my home fixed has gone to waste. I called them and canceled my subscriptions with them and they promised me that they would go ahead and refund my money, but I never received anything.

  Business Response

  Date: 05/23/2023

   

  Thank you for bringing this to our attention. 

  The notes your account stated you spoke with a customer service agent on 5/22/23 and you agreed to keep coverage. There is no mention of a refund in any of the notes. If you now wish to cancel your contract, please email ****************************************** and we will process the cancellation. 

  As a courtesy, HomeSafe will refund your last 10 payments upon execution of a Settlement Agreement and Release. Please email ****************************************** to accept this resolution and we will draft the Agreement and email it to your for your electronic signature. 

  Client Relations

   

• Initial Complaint

  Date:03/29/2023

  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.

  File a claim in late January/ early February. Claim #H526744 Kenmore refrigerator stop cooling. Had Service provider look at it, and emailed the estimate in.estimate was $1274.00 The claims offi e adjuster wanted a break down of the estimate. Service provider didn't send one after contacting him. Contacted HomeSafe, they found another service provide who didn't contact me and turned out to be a gentleman I had do work for me that failed and I told homesafe I wouldn't have him work on my fridge due to faulty work and wanting to charge again to fix the repair again. I got another provider who's estimate was a mere $4 dollars difference from the first estimate and they're still wanting a break down of parts and prices. I feel they're stalling this out due to the cost and the length of time I've had my warranty which is on a monthly basis. I've had it since November 2022. Nowhere in the contract that it states an itemized break down of the estimate is needed. Furthermore they do not return calls in the timeframe they say they will. They told me ***** hrs for a decision, it took 72hrs to just hear back. Ask for a manager to call request. They said I will hear from someone in 24hrs. That time has passed already

  Business Response

  Date: 04/06/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  As an initial matter, Armis, LLC (Armis) does not sell contracts. Sales of home service contracts (***) are handled by independent sellers and ***** serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** from the Seller, a separate entity, on November 10, 2022. The *** has clearly stated coverage,benefits, and exclusions. Customers have 30 days from the issuance of the ***,to review their contract and ask any questions and decide if it will meet their anticipated home repair needs. Customers who decide the contract is not right for them can get a full refund if no services were claimed and paid within the first 30 days. Customers who choose to keep the *** are bound by its terms, as is Armis.
  
  Our records indicate that on February 6, 2023,the customer contacted ***** and stated that two of their refrigerators were not working and not getting cool. ***** informed the customer that she would need to contact a service contractor (the *** who could diagnose the problem, per Section C.2 of the ***. Later the same day, the customer contacted ***** again and stated that the ** he spoke with stated that they didnt work with third parties, so the customer inquired about the reimbursement process.At this time, ***** advised the customer that if they chose to have the work completed prior to a claim being initiated and authorized, they would have to pay out-of-pocket for the repair(s) and then submit the necessary paperwork to be potentially reimbursed once coverage was determined per the terms of the ***.
  
  On March 24, 2023, the customers chosen ** submitted an estimate for repairs, but the document was missing necessary information regarding a breakdown for listed miscellaneous parts on the estimate. Therefore, ***** contacted the ** and requested clarification on the submitted estimate. The ** confirmed they understood what was needed for the claim to proceed and that they would submit the requested information.
  
  On March 30, 2023, ***** followed up with the ** due to not having received the previously requested information for the breakdown of estimated parts and labor. Later the same day, the customer contacted ***** and expressed their frustration with the delays in the claim process. Therefore, in an attempt to move the claim forward, ***** authorized the claim based on the verifiable information on the submitted **s estimate.Armis then proceeded to contact the customer and advised them of the claims authorization total minus their deductible, per the terms of the ***. At this time, ***** also informed the customer that payment wouldnt be released until a signed, final, invoice was submitted for review.
  
  On April 3, 2023, the customer contacted ***** and stated that after speaking to their chosen ** they had decided to pay for the repairs upfront and therefore, they would file for reimbursement.
  
  Upon receiving the customers complaint, ArmisAssistant Manager, reviewed the customers complaint and claim. It was determined that the claim was adjudicated correctly, per the terms of the ***.Per Section A.8.c, Armis and the customer have come to a mutual agreement that Armis will cover the necessary repair part and labor and the customer has agreed to pay for the refrigerant, tool rentals, and miscellaneous charges their chosen ** documented on the submitted estimate for repairs. Therefore, ***** considers this matter resolved pending submission of a signed, final, invoice showing repairs are complete.
  
  We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at ***************************************************** if you have questions.
  

• Initial Complaint

  Date:03/29/2023

  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 have 4 contracts with homesafe, a rental at ***********************************************. a claim filed Aug. 2022, needed the air conditioner unit and condenser replaced, per a licensed contractor stated the compressor was leaking freon and leaking the condenser was leaking also. He sent estimate to replace entire unit. They wanted pictures of leaking freon which was impossible to do per contractor. We have went back and foward for 7 month , over 20 hours on the phone with all kinds of agents, each stating a supervisor would call and the problem would be fixed to no avail, just don't cancel the contract. I received a call this week, now they want me to get another contractor at my expense to take pictures of freon. I have used the same contactor for over 20 years on all my rentals and he's licensed, why I need to pay for another.I filed a claim for ***** **********, *******, **, for a leaking washer, a light fixture, and ceiling fan. No electrical contractor will come out after calling 15 contractor, because they state this is a lousy company and they have a hard time ever collecting payment. The washer need a door gasket per contractor. We were told it's not covered because a gasket is a seal. It is not the same, I checked with the company. As far as the light and sealing fan is concerned, I'm just out of luck. They also had us sign up for a well pump, when the contract says it is not be covered if a pump is 12 yeas or older. I told them I wasn't told this in the beginning, and was told I should have read the contract which I did not have.I

  Business Response

  Date: 04/04/2023

  Thank you for bringing this to our attention. 

  As noted on the first three pages of your vehicle service contract, Armis, LLC is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Per Armis' notes, your claim for AC was started on 8/18/22. On 9/9 ***** requested information about what was going on, as the service provider also wanted to replace the line set, which is very out of the ordinary for the entire copper line set to fail (25 ft.) On 10/19/22 ***** received a diagnosis of internal burnout of the compressor due to a leak, and the service provider was requesting 7LB of refrigerant on top of replacing the compressor, and the evap coil.  This information came from a screen shot of an email, and we requested an official document along with additional information.  We only got one document in September 2022, nothing else was ever sent. Armis notes they tried to get information multiple times over the next 5 months with multiple calls to you and the service provider.  At one point Armis advised if they could do a leak test and that they could move forward with the results.  

  To date, Armis does not show a leak test was completed and its unclear if you have continued to run system since August 2022, as then the amount of damage done in the subsequent months is unknown.  If it was leaking as Armis shows since October, it will certainly be rusted in 8 months of continued use.  This is all speculation, as you never provided information to proceed. Your claim is not denied, it is in inactive status, as Armis never got the information needed to proceed here.  If you are able to provide the leak test, and pictures of the issue, Armis is happy to reopen, and review the claim. Please contact Armis at ************ if you wish to reopen you claim.

  If you choose not to reopen your claim, HomeSafe will refund your last 4 payments on contract HWF412768 upon execution of a Settlement and Release Agreement. Please email ****************************************** to confirm the cancellation and refund. Once we receive the email, we will draft the Agreement and email it to you for your review and signature.  Please make sure to include your name and contract number in the subject line for faster processing

  Customer Relations

   

• Initial Complaint

  Date:03/10/2023

  Type:Customer Service 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 have decided to go to arbitration due to being sold a policy that didnt cover my spa after specifically requesting it and giving a full description of my spa. I had already turned down other warranty companies that told me initially it wasnt covered. Home Safe should not have sold a policy that didnt cover what I requested and having me to pay monthly premium for something not covered by this company. Your customer service representative is telling customer inaccurate information and they need training or their just unscrupulous and their only concern is a commission or some sort. For three weeks I had to call Armis to find out my claim status and why it was denied and after given the rationale that it was a power surge problem and it wasnt covered. I had the repair company write Armis and email stating it wasnt related to a power surge issue and what the actual problem was with my unit, along with advising them to call me. After the email from the repair company that I sent to Armis, I never received a call. I called Armis about the status of my claim and was now almost 4 weeks later and numerous calls. I was told that the type of spa is not covered. I was advised to look at my policy. I found the policy book and called again and asked for arbitration. The customer representative there who didnt know what arbitration was, the procedure for arbitration or where to send the arbitration letter that I originally asked when I called. I advised him of the policy book and page number. He initially advised me to send the letter only to Better Business Bureau. After explaining his interpretation of what he read was not correct. He gave me customer support email. I hope this ******************************'is correct area to send my request for the arbitration. My claim number is HWF 442 ****.

  Customer Answer

  Date: 03/13/2023

  3/8/2023
  
  
  To Armis and Home Safe:
  
  I have decided to go to arbitration due to being sold a policy that didnt cover my spa after specifically requesting it and giving a full description of my spa.  I had already turned down other warranty companies that told me initially it wasnt covered.    Home Safe should not have sold a policy that didnt cover what I requested and having me to pay monthly premium for something not covered by this company.  Your customer service representative is telling customer inaccurate information and they need training or their just unscrupulous and their only concern is a commission or some sort.  For three weeks I had to call Armis to find out my claim status and why it was denied and after given the rationale that it was a power surge problem and it wasnt covered.  I had the repair company write Armis and email stating it wasnt related to a power surge issue and what the actual problem was with my unit, along with advising them to call me.  After the email from the repair company that I sent to Armis, I never received a call.  I called Armis about the status of my claim and was now almost 4 weeks later and numerous calls. I was told that the type of spa is not covered.  I was advised to look at my policy.   I found the policy book and called again and asked for arbitration.  The customer representative there who didnt know what arbitration was, the procedure for arbitration or where to send the arbitration letter that I originally asked when I called. I advised him of the policy book and page number. He initially advised me to send the letter only to Better Business Bureau.  After explaining his interpretation of what he read was not correct.  He gave me customer support email.  I hope this ******************************'is correct area to send my request for the arbitration.   My claim number is HWF 442 2918.     
  
  
  
  
  
  ***************
                              ***********************
  ********, **. 63131
  

  
  

  Business Response

  Date: 03/22/2023

  Thank you for bringing this to our attention.

  We have reviewed the sales call and you told the sales representative that the spa was inground. The sales representative specifically said it will be covered "as long as the spa is inground." Per the notes from Armis, on 3/3/23 one of our adjusters contacted you to go over the situation.  At that time you disputed the findings and the adjuster asked for pictures showing the spa is not above ground so they further review potential coverage.   The requested pictures were never received.  

  The other issue worth noting is that you sent in an invoice on 2/14 showing work was already completed 2/13.  The repair was done without prior approval.  In order to properly make a decision here, we would need pictures of the spa, part #s for what was replaced to confirm if the parts are for an indoor in ground spa or outdoor.  Your contract clearly states at the bottom of each page "NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION CALL ************" We have attached a copy of your contract for your convenience. 

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

  Customer Relations

   

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19579849
  
  I am rejecting this response because:  You are lying and trying to cover your tracks.   I explicitly explain the spa situation due to it  being unique in its location  (sunken with top of spa at floor level in my four season room, sitting on a concrete slab below the room and enclosed).  You need to play the recording of my initial signing up.  He reported it would be covered.  Otherwise I would have continue to find some other company.   Also,  I was told after numerous calls to your company by one of the representative to go ahead and get it repair and we will reimburse you.   Since your company persist in lying to people when they call.   I want all of the money I spent with your company from day one!   

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

  Business Response

  Date: 03/29/2023

   

  As stated in our previous response, HomeSafe will refund your payments in full upon execution of a Settlement and Release Agreement. We will draft the Agreement within 7 business days and email to you for your electronic signature. 

  Customer Relations

   

• Initial Complaint

  Date:03/07/2023

  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.

  Homesafe/Armis Claim number H528393. My wife and I had signed up for this warranty company for 2 months. We filed our first claim which is the provided claim number H528393. We have had nothing, but one big delay from the company to get a service provider assigned to this claim. We had to do all of the work to get this moving ahead. Even the service provider they used advised that the details he needed to do his job were not provided properly. After everything was finally provided and all delays were overcome. I was advised that the company was not going to cover the repair of the washing machine which is the purpose of this warranty. They had advised that it was not normal wear and tear. After additional research, I noticed that everyone was giving this company 1 star with the same complaints. This is unacceptable as they already had received payment and were looking for a reason to not approve this claim. I asked to speak with a supervisor and the person I spoke with did not enter the information correctly. I ended up calling back the next person that I spoke with was able to submit the request for a supervisor to call me but told me that I would have to wait 24 hours. I need this resolved and the repair approved.

  Business Response

  Date: 03/21/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond. As an initial matter, HomeSafe,LLC ("HomeSafe") only sells ************ Contracts (***s), and Armis,LLC (Armis), a separate entity, serves to administer the repair claims brought under the ***s. In this instance, the customer purchased a ************ Contract (the ****** on December 15, 2022. The customer was provided a copy of the *** shortly after purchase. All *** holders are encouraged to read their contract. The *** has clearly stated coverage, benefits, and exclusions.

  
  Our records indicate that Claim No.: H528393 (the Claim) was opened by the customer on March 2, 2023, when he contacted *****. The customer stated that the tub inside their washing machine was not spinning. On March 3, 2023, the customer stated that their chosen service provider would not work with *****, so ***** helped the customer select a different independent service provider (the *** to assist with the claim repairs. On March 6, 2023, ***** received an estimate for the cost of repairs from the ** which stated the washing machines tub had collided with the inner cabinet. The impact caused pieces of plastic to break off into the drain pump, which in turn failed. The impact also broke the tubs seal which caused water to leak underneath the tub. Armis determined that these failures occurred because the washing machine was overloaded, and the excessive weight in the tub caused the impact between the tub and the inner cabinet. Section H.4.a of the *** excludes repairs or replacements caused by misuse, abuse, or mistreatment of the covered appliance. On March 7, 2023, ***** informed the customer that the claim was denied because the initial cause of failure, resulting in the current claimed repair, was due to misuse of the washing machine.
  
  Armis Home Claims Supervisor (***), reviewed the claim and the estimate for repairs from the **. The *** determined that the claim had been adjudicated correctly. The lack of damage to the washing machines suspension indicates that the impact between the tub and the inner cabinet was caused by excessive weight in the tub, which was a result of the customer misusing the washing machine.
  
  We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at *************************************************** if you have questions.

• Initial Complaint

  Date:02/20/2023

  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.

  recurring charge every month for *****.. they have done nothing for me , and i cancelled the service they just charged me yesterday and refuse to refund my money. they never called me back to tell me they could not find someone to fix my tankless water heater. so i found someone to come and fix it, they want this guy to come to my house give them a detailed estimate and they will take 24 to 48 hours to except or deny... what ******* in there right mind is going to do that..i want my refund.. this company is a scam ,they pass you back and forth like a hot potato

  Customer Answer

  Date: 02/22/2023

  the problem has been resolved, they paid me back my entire contract..

  thank you for being there..

• Initial Complaint

  Date:02/07/2023

  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.

  12/27/22 we submitted a claim to have our motor coupling replaced in our washing machine.12/30/22 Armis approved the repair for $240.38, advised us to pay for the repair & submit the paid invoice to Armis for reimbursement. The part was ordered & we had to pay 50% up front.1/8/23 While doing the repair it was discovered the motor coupling could not be removed because the drain pump was rusted to the motor coupling.1/9/23 A revised quote was submitted with the replacement of the drain pump and received a phone message on 1/10/23 "any kind of corrosion is an exclusion in the contract and unfortunately can't cover" I called Armis & spoke to Aryana to explained the authorized repair could not be done without removing drain pump, the drain pump itself was not requiring repair but that did not make a difference. We had to pay $120.00 up front (based on Armis 12/30/22 approval) and are liable for the remaining portion of the invoice of $120.19 (based on Armis 12/30/22 Approval).2/5/23 The paid invoice was submitted for reimbursement and 2/7/23 we received a phone message that they would not be covering any of the repair.I called back and spoke to Aryana again and she said based on the new information they would not cover the originally approved repair. I asked to speak to a Manager and was told one was not available to speak to me but she could communicate through messaging and it was reiterated that the denial stands.Armis approved for a $240.38 repair, which I paid for. Based on "new information" Armis is refusing to reimburse us. It was never communicated in the 1/10/23 phone message or phone call that Armis was not going to honor the approval which would have been moot as we already were responsible for the $240.38 based on their approval and the broken motor coupling has nothing to do with corrosion, the corrosion was on the drain pump. It was also never communicated during the approval there would be any contingency's.

  Business Response

  Date: 03/02/2023

  Thank you for bringing the customers concerns to our attention and for the opportunity to respond.
  
  As an initial matter,Armis LLC ("Armis") does not sell contracts, insurance, extended warranties, or warranties. Sales of home service contracts ("***s")are handled by independent sellers, and ***** serves only to administer the repair claims.  In this instance, the customer purchased a ************ Contract (the **** from HomeSafe on September 28, 2021. A copy of the customers *** was provided to the customer shortly after purchase. All *** holders are encouraged to read their contract. The *** has clearly stated coverage, benefits, and exclusions.
  
  Our records indicate that Claim No.: H524120 (the Claim) was opened by the customer on December 26, 2022, when they contacted Armis. The customer stated that their washing machine was malfunctioning. The customer also stated they had already chosen a service provider (the **** ***** requested that the ** send in an estimate for the cost of repairs and a verified cause of failure. On December 29, 2022,***** received an estimate for the replacement of the washing machines motor coupling. Armis authorized the Claim for the replacement of the motor coupling,excluding the deductible outlined in the ***. The same day, the customer requested that she be reimbursed directly for the repair if she paid the ** out of pocket, and Armis agreed.
  
  On January 9, 2023,the customer stated that the ** found further problems with the washing machine, including a leak, which significantly raised the cost of the repair.Armis requested an updated invoice for the repair of the leak and the other additional problems. On January 10, 2023, ***** received the updated invoice,and the ** stated that during the repair process, they found that the motor was rusted to the drain pump and both the motor and the drain pump would need to be replaced. Section A.3.b of the *** excludes from coverage malfunctions caused by rust, corrosion, or sediment.
  
  
  The same day, Armis determined that rust was the cause of failure to the washing machine and informed the customer that the claim had been denied.
  
  Armis Home Claims Supervisor (***), reviewed the claim and the received estimates for repairs from the **. The *** determined that the denial adjudication required modification. Because ***** originally agreed to reimburse the customer for the cost of the motor coupling replacement, the entire claim should not have been denied when further problems presented during the course of the repair. The original authorization should be honored.
  
  With that being said,***** is willing to amicably settle this matter and offers to reimburse the customer for the cost of the replacement of the motor coupling as well as the waived deductible. The additional failures caused by rust and corrosion are expressly excluded under the ***. This offer must be accepted within seven days of the filing of this response or the offer will be null and void.  The customer should accept this offer by writing the **************** at *************************************************** or by responding to the BBB.
  
  We trust the foregoing adequately addresses the issues raised in the complaint.  Please do not hesitate to contact our legal department at *************************************************** if you have questions.
  

  Customer Answer

  Date: 03/06/2023

   
  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:02/03/2023

  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 signed an agreement with this home warranty company that if I had issues with heating or plumbing that they would fix it at a minimal charge of $65 a service fee. I pay this company every month. I filed my first claim with them which was a leaking pipe thats connected to my heating system, My claim was denied 2 times because after looking at the photos, I sent they insisted that the pipe that burst was corroded or *****. I sent them pictures showing that the pipe in deed was not rusted nor corroded. After numerous calls to customer service, explaining that this an urgent matter that this is a leaking pipe that my husband was able to slow down the stream of water, but it was still leaking in which it could cause further damage. Could they please get back to me as soon as possible. At that time I asked if in the meantime if it would be OK if I go ahead and have the plumber come out to do the job until they get back to me and was told by customer service. Yes and we will reimburse you if its approved. the **** person came out and replaced and fixed the problem. I submitted my claim a third time and it was denied because now they said that the pipe burst because of it freezing. *** looked at the contract a couple times and nowhere is it mention that they will not cover water leaks due to where in the contract cold weather or freezing pipes. This company is misleading and does not stand up to its contract. In good faith, I make my payments every month feeling secure that if I have an issue I have a warranty to cover it and in good faith I paid the **** contractor $1070 plus $99 service fee in which I am being told that I will not be reimbursed for.

  Business Response

  Date: 03/01/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond. 
  
  As an initial matter, Armis, LLC (Armis) does not sell contracts. Sales of home service contracts (***) are handled by independent sellers and ***** serves only to administer the repair claims. In this instance, the customer purchased a month-to-month *** from the Seller, a separate entity, on November 10, 2022.The *** has clearly stated coverage, benefits and exclusions. Customers have 30 days from the issuance of the **** to review their contract and ask any questions and decide if it will meet their anticipated home repair needs.Customers who decide the contract is not right for them can get a full refund if no services were provided. Customers who choose to keep the *** are bound by its terms, as is Armis.
  
  Our records indicate that on January 19, 2023, the customer called Armis to initiate the claims process (the 1st Claim). The customer reported that around Christmas a pipe burst. The customer continued to say that her husband tried to fix it with a patch; however, the leak was still present.***** informed the customer that she would need to contact a service contractor (the *** who could diagnose the problem, per Section C.2 of the ***. On January 20, 2023, ***** reached out to the customer, who stated she was still looking for an **. On January 23, 2023, the customer called Armis and stated the ** she found was requesting a charge to diagnose the problem. ***** informed her that she would be responsible for the cost unless the claim was approved, per the terms of the ***. On January 25, 2023, ***** received the **s diagnosis and estimate of repairs, per the terms of the ***. The ** reported that they found a leak in a pipe that was connected, at one point, to the original expansion tank that had not been abandoned and capped off. The ** would need to repair the leaking inch boiler pipe, drain the boiler, remove the leaking section, and refill and bleed air from the system. As such, ***** reached out to the ** and requested photos of the leak. Later that day, the customer called Armis looking for an update. Armis advised the customer of the same.
  
  On January 27 and 30, 2023, the customer called Armis looking for a claim update.***** advised we were still waiting on the requested pictures of the failure(s), per the terms of the ***. On January 31, 2023, ***** received one picture of the pipe. A true and correct copy of the image is uploaded with this response. The pipe had a white cloth wrapped around the leak with rust present.The *** excluded coverage on items resulting from rust, corrosion, or sediment,per Section A.3.b. As such, ***** could not move forward with the repair request and denied the claim. Shortly thereafter, ***** informed the customer of the same. The customer disputed the denial and reported that the pipe broke during a winter storm. ***** advised that the *** excluded repairs or replacement of items when the malfunction was the result of freezing, per Section H.4.b, or any other acts of God, per Section H.4.c. The call was abruptly ended.
  On February 3, 2023, the ** provided Armis with an updated estimate of repairs and two additional photos.  One of the photos, which is uploaded to this response, is of a 90-inch black steel pipe.The pipe had a broken chunk with a large amount of substance packed into it.The updated estimate of repairs states the 90 appears to have failed due to pipe freezing.  The *** excluded repairs or replacements when the malfunction was due to freezing, per Section H.4.b.Therefore, ***** continued to stand on the denial and informed the customer and ** of the same.
  
  Upon receiving the customers complaint, Armis Assistant Manager, reviewed the 1st Claim. It was determined that the claim was adjudicated correctly, per the terms of the ***. The ** initially provided Armis with the uploaded photo of the pipe with a towel wrapped around it. The towel had orange/rust coming through and rust was excluded from *** coverage. ***** denied the claim and informed the customer of the same. Shortly thereafter, ***** received another picture of the pipe without the towel, which has a missing chunk.Unfortunately, this pipe should have not been used as part of the expansion tank and was considered an improper repair, which was also excluded from *** coverage. Therefore, ***** will continue to uphold the denial and there is nothing further we can offer at this time.
  
  
  We trust the foregoing adequately addresses the issues raised in the complaint.  Please do not hesitate to contact our legal department at ****************************************************************************** you have questions.
  

• Initial Complaint

  Date:01/19/2023

  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 wanted file a compliant against Home Safe maintenance service plan they sell you. The tell you that ******************* are fully covered and they charge you a monthly fee which I was comfortable paying since all my applicances and HVAC systems were protected. In November 2022 my tenants reported that their heat was not working and I called a local service provider who services our mechanicals in our building. They said that it needed to replaced. I called Home Safe thinking of gosh thank god this is covered by Home Safe. After calling in a claim and having numerous delay from ****** asking for long troubleshooting steps and pictures, and telling me after I called after waiting over a week to find out what was going, they determined that there was rust on my coils and denied the claim. I never heard of that, and yes there was probably rust because it must have been broken for a while and my tenants had just tried to turn on the heat. But there is no follow up you have chase people down and catch them to get answers. I ask for a refund of my monthly payments since this service policy does not work what I need. I had one of these with ********** and they would always come out quick and fix any issue. I also called in a claim for the water filter system in my frig. It makes a very loud noise when I replace the water filter. Again I had to chase this down to get an update on what was being done to fix this and I was told they don't fix small things like this. They only replace refrigerators that have totally failed. I was told that I would get a call from a manager and never got one because I asked to be refunded my money . So I paid for basically nothing. nothing got fix and i am out money.

  Business Response

  Date: 02/27/2023

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  As an initial matter,HomeSafe, LLC ("HomeSafe") only sells ************ Contracts (***s),and Armis, LLC (Armis), a separate entity, serves to administer the repair claims brought under the ***s. In this instance, the customer purchased a ************ Contract (the ****** on September 7, 2022. The customer was provided a copy of the *** shortly after purchase. All *** holders are encouraged to read their contract. The *** has clearly stated coverage,benefits, and exclusions.
  
  The customer contacted Armis on December 15, 2022, to initiate Claim No.: H523519 (the Claim) for their HVAC and water filter dispenser. On December 20, 2022, the customer's chosen service provider (the ***** submitted a replacement estimate for the customers air handler totaling $12,900.00 with no additional information.Therefore, Armis contacted the ** and requested diagnostic information, repair information, and a breakdown of the estimated repair costs so that Armis can properly determine coverage per the clear terms and exclusions of the ***. At this time, the ** stated that they also had pictures documenting the failed parts and would submit all the requested information along with the pictures.
  
  On December 23, 2022,the customer contacted ***** and ***** informed the customer that additional information had been requested from the ** and therefore, the Claim was pending receiving the necessary information. On December 26, 2022, ***** contacted the ** to follow up on the status of receiving the previously requested information in an attempt to move the Claim forward. During that phone call, the ** promised again that they would submit the information and the conversation ended. On December 30, 2022, the customer contacted ***** regarding the status of their Claim. Armis informed the customer that they had made another request with the ** for the necessary information to have the Claim moved forward but that no information had been received yet.
  
  On January 3, 2023,upon review of the submitted information and pictures from the customers chosen **, Armis denied the Claim evidence of excessive levels of corrosion on the valve, an exclusion of coverage, per the terms of the ***, Section A.3.b.Armis then informed the customer of the Claim denial decision on January 9,2023.
  
  Upon receiving the BBB complaint, Armis Home Claims Supervisor (HCS), reviewed the customers Claim.It was determined that the Claim had been adjudicated correctly, per the terms of the ***. The *** excludes malfunctions caused by corrosion under Section A.3.b., and the ** provided multiple photos evidencing corrosion on the valve. Furthermore,while the ** diagnosed a leak, the ** did not provide any photographs verifying that a leak exists. As to the customers dispute regarding coverage for the water filter dispenser. The filter is also excluded as a part not listed for coverage under the terms of the ***. Therefore, Armis will uphold its denial of claim decision. There is nothing further Armis can offer at this time.
  
  We trust the foregoing adequately addresses the issues raised in the complaint. Please do not hesitate to contact our legal department at ************************************************************************* you have questions.

• Initial Complaint

  Date:12/03/2022

  Type:Product 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 signed up with homesite in August 2023. I was told that if I canceled my policy within 30 days I would get a full refund. I did cancel within that 30 day. However, they continue to take $59 from my checking account to **** times. I called numerous times to speak to customer service to no avail. They did refund me $59 and as a courtesy refund but they still owe me $118 that they took out of my account after I canceled my policy with them. Im trying to get them to refund me the additional money that they continued it to take out $59 without my permission in September and October of this year. Im trying to get your help in getting that refund. I am attaching a screenshot from my Online Banking indicating the dates and the amounts that have been withdrawn from my account. The second attachment you will find shows where they have refunded me $59 to this date.

  Business Response

  Date: 12/20/2022

  Thank you for bringing this to our attention. We appreciate the opportunity to respond and assist you in the resolution of this matter.

  
  Customer set up with ********************** on June 21, 2022. After pulling all recorded calls with phone numbers provided by the customer customer has called in a few times requesting a new policy booklet and even updating her payment method. On October 21, 2022, customer had requested cancellation - auto payments had been immediately stopped and her account was canceled. This was after her last and final payment had processed earlier that morning on October 21st. After receiving a message through the BBB from the customer on November 28, 2022 ********************** refunded the October 21st payment as a goodwill gesture and had reached out to the customer and left a message. Again, customer did not cancel until October 21, 2022. HomeSafe considers this matter resolved.