ComplaintsforArmis LLC

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the plan I believe 2 years ago. Called them the beginning of July to come look at our washer and stove. It took them over a week to find someone who would be able to come out. A ******************************* came out on July 26 and and I gave him a check for $150. He looked at everything and told me he would submit the paperwork. Another week goes by and no phone call. I called him and he said he turned it in, that if they dont have it to call him the next day. It was not there so we called him again and he said he was no longer with them. Called the warranty place back and we keep getting the run around. Was told someone would come yesterday August 15, but they did not and we received no phone call or anything. We have spent money to have this warranty in good faith that if needed we would be taken care of. We have spent around $25 to $30 a week at the laundromat waiting for them to do their part. I feel that since they have not lived up to their part of the contract, that we should be refunded everything we have paid them from monthly payments to the service call. Asking to be refunded $980 for monthly premiums and the $150.00 that was paid for the service call.

  Business response

  08/26/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond. Armis administers repair claims brought under vehicle service contracts (contract) sold by HomeSafe.

  In review of the notes on your contract, you have filed 2 claims within the past few months for their stove and washing machine. Armis attempted to assist you in finding a service provided. You were advised that they were unable to locate a service provided for you and forgot to send an email. Armis then located ******** Appliance to diagnose both appliances for the customer where you state you paid $150. No estimate/diagnosis was ever received from you or the service provider for review. When you called in for an update you were advised no information had been received. It was discovered a short time later that the technician that diagnosed both appliances was no longer working for ******* Appliance. The owner of ************************ offered to go out to the customer's residence to diagnose and get an estimate for no charge. You now have decided that they no longer want coverage and has canceled their policy.

  Armis will draft and Settlement Agreement for the amount requested in your complaint and send it to you via email through DocuSign within 5 business days. 

  Client Relations

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8-13-24 the pipe carrying freon to the air conditioning unit developed a crack and was spewing freon. I shut off the ** unit from the house control box while talking to Armis Home Warrant to start a claim and get it declared an emergency since Oklahoma was facing 100-degree temperatures.I was given the claim Number *** ******) and I told the woman on the phone I would try and find a local contractor to get the unit. After several phone calls and waiting for return calls, I called back to Armis and asked if there was anything I could do on my end to speed up the claim process.I was told to take pictures and upload them to **************************************** I did that and continue to wait. At 4:30 p.m. I got a call from 1-800-Plumber + Air and was told that Armis had contacted them and that they could come out on (8-14) and look at the unit. I told the man on the phone that the ** freon pipe was spewing. He quickly said "oh its the condensation pipe" and they could fix it. I told them again, "No it was the copper freon pipe. They said "Ok."On 8-14 the technician arrived and touched the copper and the condensation pipe and said "I'm a plumber and you need an ** tech." He called his boss and came back and said they were supposed to collect the $65 service call fee and then they would call Armis to see what they wanted to do next.I called to Armis and was told that a second "plumbing claim" had been opened. Since no ** repairman had been dispatched I found one of my own (**** Mechanical) and got a written estimate. I took a picture of the estimate and emailed it two Armis at two different emails (their request).Got a call on 8-15 (from Armis) and told they needed it resent and it could be approved and I did. Told later in the day (6 hours) and was told the estimate was not broken down like they wanted. They wanted more detailed repair estimate which I was never told to get. I was told the only option I had was to get the contractor to make a more detailed estimate.

  Business response

  08/26/2024

   

  Thank you for bringing your concerns to our attention and for the opportunity to respond. Armis administers repair claims brought under vehicle service contracts (contract) sold by HomeSafe.

  In review of the notes, both claims have been resolved at this time. Claim SR204017  was created in error where you have had the paid service fee fully reimbursed.

  Client Relations

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Greetings My husband and I have been paying a monthly amount of ***** for a coverage that was for appliances and any household equipment. If said appliances were to need repair, this contract would provide vendors that would fix and not charge us any out of pocket expenses. On July 3, 2024, my husband and I reached out to this company because my oven refused to heat up. I was going to be entertaining on July 4 and I needed to do some baking. The temperature gauge on my oven stopped at 150 degrees and couldnt get to 375. We reached out to Armis home to seek help. We were advised that if we needed a repairman we were to sign on to Thumbtack website to find a repairman, and once we got the oven repaired, they (Armis) would reimburse us for the cost (******) if we submitted the job receipt to them. We were never told when speaking with an agent that we had to take pictures and disclose what the repairman actually did on the receipt. If we were aware of the specific requirements, we would have made sure the repairman provided the necessary information on the billing receipt. (He replaced the heating bulb) . Im disappointed and want our refund for payment. No one has responded back to us so far after several contacts.Thank you ***** and *********************************** NC **************************

  Business response

  08/13/2024

   

  An ARMIS representative will reach out to you shortly regarding this matter. 

  Client Relations

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************** Armis they denied my claim after me waiting over a month on my air conditioner had to go buy window units said do to corrosion in the unit

  Business response

  07/31/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond.  
  

  The claim at issue related to your complaint was reviewed by a Claims Specialist (Specialist). Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. The technician's diagnosis state that the secondary heat exchanger on the furnace is cracked.  The coil is also stated to be leaking where the copper meets the frame.  The picture that was provided shows the coil to have a heavy amount of rusting on the frame and the coil tubes show corrosion.  Water stains are showing in the sheet metal of the coil where the data plate was once located.  The assigned adjuster spoke with your service provider and they advised the adjuster that the furnace has rusted over the years and rust caused the heat exchanger to crack.     Your chosen service provider estimated the manufacture date of the system is said to be 1999.  Rust and/or corrosion are not coverable failures per your contract terms. 

  ARMIS will refund your payment in full upon execution of a Settlement Agreement and Release. Please email **************************** if you wish to accept this offer. 

  Client Relations

  Customer response

  08/01/2024

   
  Complaint: 22036460
  
  I am rejecting this response because:
  
  They new that the unit was 24 years old so what do they think after that and it will have some corrosion the book doesnt say anything about that it says repair or replace Sincerely,
  
  ***********************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My air-condition stop working. I called the company and told them that my A/C had stop. They arrived on Aug 14 2023 I made a payment of $230.00 to another technician to fix A/C. I then contact the Armis ************ my (warranty office). The cost would be ******* to replace the Air condition and furnace. I spend more than $7000.00 to get everything fix it still dont work.

  Business response

  07/18/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond. 

  The notes on your contract stated you reported a claim on the date of October 18, 2023.  No diagnosis or estimate was received until the date of 04/16/2024.   Your service provider stated that the system was neither heating or cooling.  They also reported that the coil is rusted through and there is no refrigerant.  Images were also received of the condition of the unit.  The unit shows heavy corrosion with a severe lack of maintenance.  The evaporator coil shows heavy rust and corrosion with impacted dirt on the u bends.  The contract does not cover for items that have failed due to lack of maintenance, rust, or corrosion.  The assigned adjuster abided to the contract terms in making their coverage decision.

  As a resolution, ARMIS will refund your last 12 payments upon execution of a Settlement Agreement and Release. Please email ***************************************************** to confirm the refund and we will draft the Agreement for your electronic signature.

  Customer Relations

• Initial Complaint

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract entered Feb/Mar 2023. To repair or replace appliances service plan.Called to repair or replace refrigerator February 2024. Repairman came out x3 service calls and was unable to repair. Repairman contacted Home safe and informed them the refrigerator could not be fixed. Requested to replace the refrigerator. As of today 7/15/2024 Home safe has not replaced the refrigerator.

  Business response

  07/18/2024

  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 your claim was resolved and Armis stated you had received a direct deposit for the refrigerator cost up to the deductible.

   HomeSafe considers this matter closed as this claim was reimbursed. 

   

  Client Relations.

  Customer response

  07/24/2024

   
  Complaint: 21990735
  
  I am rejecting this response because as of today 7/24/2024 there has been no refund or deposit of any kind in my account nor has any attempt to remedy the matter further since 7/15/2024. Date of original complaint:
  
  Sincerely,
  
  *************************

  Business response

  08/13/2024

   

  Please contact ARMIS at ************ for the direct deposit information.

  Client Relations

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called my warranty company about a plumbing leak that I thought was coming from my washing machine upstairs because the water was leaking down stairs in my daughters bedroom closet. I was told that I would be charged $65.00. My service provider was ******* Plumbing. The service guys were very professional. After running water through the washing machines, flushing the toilet and running water down the tub drain they could not find the cause of the leak. They opened the wall in two places and said that they didnt repair the sheet rock. They were stumped until they realized that the leak was coming from the over flow pan of the A/C unit from a clogged condenser. They then called in to the company and I was told that they were going to charge me $95.00 fee plus a diagnostic fee totaling $390.00. I was undone. They said that the clog was caused due to lack of maintenance on my part. My last maintenance was completed on October 28th 2023 by Brothers Heating and Cooling. I complained about being taken advantage of. They explained that because the original call for service plumbing not A/C, hence the additional up charge. I told them that I didnt mind paying and additional service fee but felt that the other charges were ridiculous. They told me that they would send someone out on Tuesday 6/25/24 to deal with the clogged condenser.I canceled that call for service.

  Business response

  06/28/2024

   

  A customer service provider to reached out and this matter has been resolved. 

  Customer Relations

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2024, my I contacted Armis LLC to file a claim regarding my air (**) unit, which had completely failed. A repairman evaluated the unit and reported that it was over 23 years old and had ceased functioning. However, Armis LLC dismissed this explanation as insufficient. The repairman then identified specific parts needing replacement. Armis LLC subsequently requested photographs of the unit, causing a delay of three weeks due to the time required for the analyst to review each new submission.Armis LLC ultimately refused to repair the coil, citing issues related to condensation and rust. In an effort to address the problem in good faith, I replaced the coil independently and requested that Armis LLC address the remaining issues. Which was the compressor. Despite the replacement of the coil, Armis LLC, through their representative *****, who exhibited unprofessional and rude behavior, refused to repair any other parts of the ** unit, again citing rust as the reason.This refusal has left me and my family without air conditioning in 90-degree weather, which poses significant health risks to my 3-year-old child with respiratory issues and my 6-year-old child with severe asthma. I feel scammed and mistreated by Armis LLC, given the circumstances and the undue hardship this situation has caused our family.

  Business response

  06/26/2024

   

  Thank you for bringing your concerns to our attention and for the opportunity to respond.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, Armis determined the claim was adjudicated correctly.  The claim was denied as the cause of failure was rust/corrosion. 

  As a resolution,CarShield will refund your last 4 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email **************************** to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

  Customer response

  06/27/2024

   
  Complaint: 21886388
  
  I am rejecting this response because:

  I hope this message finds you well. I am writing to you regarding the recent issues with my air conditioning unit and the subsequent communication with the Better Business Bureau and Armis Homes.
  
  Firstly, I want to clarify that I do not believe the conclusions drawn regarding the rust and corrosion on the coil were accurate. The rust was cited as the reason for the malfunction of the air conditioning unit. However, this assessment appears to be incorrect. 
  
  Recently, I had a brand-new coil installed at my expense, and the issue persisted, indicating that the rust was not the root cause. The technician seemed to have been influenced to diagnose the problem as something other than the age of the unit, which is 23 years old. It became evident that the unit needed a new compressor.
  
  Given that the coil has been replaced and there is no longer any rust or corrosion, it is clear that the compressor is the actual issue. I strongly believe that replacing the compressor should be considered in good faith, especially since we had an active warranty at the time the claim was processed.
  
  I did not foresee these complications when the warranty was sold to me, and I genuinely believed that it would provide the necessary coverage and peace of mind. I am requesting that you replace the compressor to rectify the misdiagnosis and ensure the proper functioning of the air conditioning unit.
  
  Your assistance in resolving this matter would be greatly appreciated. I am looking forward to your positive response and am hopeful that we can come to an amicable resolution.

  Armis Home does not have contracted repair personnel. Instead, they select repairmen online and arrange home visits for inspections. After the inspection, the homeowner is presented with a bill, which they must submit to Armis. Often, Armis deems the repair costs too high, advising homeowners to either cover the difference or find a more affordable service provider. Armis suggests using small, local businesses, but their rates are generally consistent with others, leaving homeowners with limited options.
  In one instance, a repairman diagnosed a faulty compressor and coil due to age, but Armis required additional proof. Despite providing evidence of corrosion and rust, the repairmans recommendation was initially insufficient. Eventually, in good faith, the compressor was replaced. However, the air conditioning remains non-functional, leaving my family, including my asthmatic child, without proper air conditioning. The lack of functional resolution is a serious concern for our well-being and comfort, which Armis is responsible for addressing.
  
  
  Sent from my iPhone
  
  Sincerely,
  
  *****************************

  Business response

  06/28/2024

   

  In an effort to resolve this matter, Armis will refund your payments in full upon execution of a Settlement and Release Agreement. Please email **************************** to accept this offer. 

  If you wish to dispute a claim decision, please see your contract for dispute resolution information. 

  Customer Relations

  Customer response

  06/29/2024

   
  Complaint: 21886388
  
  I am rejecting this response because:

  Dear Armis LLC,
  
  
  This letter serves as a formal statement regarding the ongoing dispute about the replacement of parts in my AC unit under the additional warranty provided by your company.
  
  
  Issue at Hand:
  Despite the warranty exclusion for corrosion and rust, the parts in question failed for reasons unrelated to these exclusions. The claim stated that both the replacement coil located in the attic and the compressor unit outside the house should be replaced to resolve the issue. The technician noted that the unit was old. After replacing the coil, the air conditioning still isn't working, confirming that corrosion and rust were not the root causes of the malfunction. Additionally, my child has asthma, making it imperative to resolve this issue promptly.
  
  
  Request for Resolution:
  While I appreciate the offer of a refund, I must reiterate that I am seeking a resolution that involves the replacement of the faulty parts to ensure my AC unit is restored to proper working condition. The rust and corrosion exclusion cited by your company does not apply in this scenario, and thus, the warranty coverage should be honored as per its terms.
  
  Legal and Consumer Protection Stance:
  In accordance with the ************************* Warranty Act and the North Carolina Unfair and Deceptive Trade Practices Act (UDTPA), I believe that I am entitled to a fair resolution that includes the replacement of the malfunctioning parts. These laws are designed to protect consumers from unfair warranty practices and ensure that warranty terms are honored justly.
  
  Next Steps:
  I am willing to engage in the next steps to resolve this dispute amicably. However, if necessary, I am prepared to pursue further legal action to ensure that my rights as a consumer are upheld. I trust that Armis LLC will reconsider its position and provide a resolution that aligns with the warranty's terms and consumer protection laws.
  
  
  Thank you for your attention to this matter. I look forward to your prompt and favorable response.
  
  
  Sincerely,
  *****************************
  
   

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a home warranty from Armis around April of 2023. Around mid May 2024, my air conditioner started short cycling which led me to call Armis to get a warranty claim filed. Got a customer service representative on the phone waited on hold while she looked for a service provider. That first phone call was about an hour long and she was unable to find a service provider which she then told me that it would get sent to their escalation team And then I would get a phone call back within 24 to 48 hours. I never received that call from anybody from the escalation team which prompted me to call back. That customer service representative basically just rinse and repeated the same process to which I was told I would get somebody from the escalation team to call me within 24 to 48 hours and again I heard nothing from the escalation team so that is the first week of starting a warranty claim. Sometime after that 48 hour period ended I called yet again and had the same thing happened to which now I was transferred to a supervisor that supervisor assured me that my heating and furnace systems were separate and that they carried a $3000 claim on each piece of equipment And had mentioned that in a single year you had up to $10,000 to use on a warranty claim. I distinctly asked him if it could be used at once on a claim which he told me yes. A tech was finally located and I was told that theyd be there the next day. Took off work and no one showed. Called again and they said they never set anything up and apologized. I was then told that I could use a provider of my own choice. So now I started doing the legwork to find someone that would work with Armis and come to my house, which I was only able to find two. Both gave essentially the exact same diagnosis that my entire system is needing to be replaced due to age and wear. To this date 6/21 and 30+ days into this we just keep getting passed to the next person AND NEVER HEAR FROM A SUPERVISOR AS PROMISED. 70+ calls made

  Business response

  06/24/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond.  After review of our records, Armis was unable to identify a claim or documented call related to your complaint. Please provide AAS with additional information containing either the disputed claim number or contract number to ***************************************************** so that we can properly review and respond to your complaints.

  Customer response

  06/24/2024

   
  Complaint: 21885425
  
  I am rejecting this response because: I have spent over a month regarding this issue and havent gotten the action required to fix this issue. My claim number is SR171088. 
  
  Sincerely,
  
  *********************

  Business response

  07/01/2024

  Armis has reviewed this consumers repair claim and on 06/27/24 the consumer was paid per the terms of the home service contract.  As such, Armis considers this matter resolved.

  Business response

  07/08/2024

   

  Armis has reviewed this consumers repair claim and on 06/27/24 the consumer was paid per the terms of the home service contract.  As such, Armis considers this matter resolved.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a home warranty with home safe who intern uses Armis Claims for which a claim was filed back in December 2023. I had a washer machine that I filed a claim on. Armis referred me to a repairman who came out and I suppose submitted documentation to the Armis for the repairs. However, he was paid via Armis to do the repairs and repairs have never been made. Now here we 6months later, and Armis is consistently telling me that the repairman needs to return the money, but I didn't hire this repairman, they did. Long story short, they are now trying to deny my claim and leave me having to purchase a new washer machine out of pocket for a warranty I have been paying monthly. How is this fair!

  Business response

  06/23/2024

   

  In revie of the notes on your account, this matter has been resolved.

  Customer Relations

*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. ↩