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:03/10/2025

  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 chose a home warranty on the phone, explained that my HVAC unit inside was 32 yrs old and outside 17 yrs he said , no problem, it will be covered and initial waiting period fast forward 5 months the unit was leaking gas so bad my neighbor smelled it outside on my sidewalk, so I called the gas company , said it had a internal leak and they red tagged it and shut the unit down .. mind you its when it snowed in Destin no heat the insurance company sent out One hour heatin and cooling and they said , It has to be replaced they quoted ****** or ****** for a 4 ton unit . I am a widow and couldnt spend that much money , so I found another company to do it for ******, so I let them fix it , it was cold. Here is were the problem lie, they will not covered it, said the pictures showed corrosion , of course it does its 32 yrs old .. and the county shut it down and there company they sent out said.. It has to be replaced.. and now they are denying the claim .. I feel it is their policy to cover such a claim .. if the contractor said it much be replaced , thats why they pick the contractor to come and diagnose the problem. I have never done this before, but I feel this is a unjust decision on the part of ****************** As I look down on your form , I just want my ******* the policy replacement for new unit not total refund

  Business Response

  Date: 03/12/2025

  Thank you for bringing this to our attention.

  Upon further review your claim has been adjudicated correctly per the terms of your contract. The cause of failure was due to rust/ corrosion. Per your home service contract rust/ corrosion is excluded and can be found in the exclusion section of your home service contract booklet. Further more you had authorized the repair without prior authorization which is also excluded under your contract. In the exclusion section as well as the bottom of each page it is stated "NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION
  CALL ************ or ************." This claim is denied and will remain that way.  If you have any further questions pertaining to the claim you may contact Armis claims at ************.

  
  Client Relations. 

  
  

• Initial Complaint

  Date:01/21/2025

  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.

  This Company is a SCAM!!! they take your monthly payments on time, but when it's time to pay for a claim, they DO NOT PAY!!! I opened a claim yesterday for my steam boiler. heat exchanger being cracked and leaking. the *** on the phone received the pictures and said this may be because of poor installation of the boiler. (the boiler has been working for 18 years lol) so now it finally gave up. it started acting up a few weeks ago, and i put it off to the side since it's been pretty warm out. the past few days it's been cold, and the signs of the cracked heat exchanger shows its faults. when I opened a claim, they said RUST IS NOT COVERED. we all know how rust occurs.... from water. the *** said it's still not covered because of rust, I kept saying that's because its cracked. and he laughed and said there is rust, and I asked for a manager, and he said his decision will be final, and cannot be overturned no matter who I speak with. after I mentioned legal counsel, he mentioned I can fill out a dispute online, and that's the ONLY thing I can do (meanwhile he is EVIL laughing in the background) and its just making me even more furious. I kept my cool, and said bye and called back again, and the next *** said the something, this time with an attitude, and not an evil laugh. (the employees have kids in the background, dogs barking, and sounds like they are running this business out of a basement. I RECOMMEND YOU TO STAY AWAY FROM THIS SHADY COMPANY. and YES, I had to pay everything out of pocket! even the service call I had to pay out of pocket! SCAM SCAM SCAM

  Business Response

  Date: 01/23/2025

  Thank you for bringing this to our attention.

  We have contacted our claims specialist team to obtain information referenced in your complaint. Upon further review your claim was adjudicated correctly per the terms of your home service contract. It was found that there were cracks and rust on the components in the unit. More specifically it was found that the cracks had remnants of sealant. Your home service contract excludes rust related failures. The components were also repaired and paid for without prior authorization. The claim has been denied based on the exclusions of your home service contract. If you wish to provide further evidence of the componets you may send to claims for review. If you have any additional questions you may contact claims at ************.

  Further review found that Armis had paid out two previous claims for you totaling $2,629.70 which is more than you have paid into the policy.

  Our home service contract can ONLY cover what is listed within the contract terms. 

   

  Client Relations. 

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22837489
  
  I am rejecting this response because:

  what does any previous claims help you with your response($2,600+)? are you not obligated to fulfill a binding contract? I have a contract with ARMIS to cover my house for anything within my contract terms. the cracked heat exchanger cracked, and created a leak, and that's how the rust occurred. if it didn't crack, then we WOULD NOT HAVE ANY RUST. you are mentioning my past claims, makes me think you will not cover any more damages in my house. if this is the case, please advise so I can cancel my subscription with a scam company that likes taking my money and not covering my house per my contract terms. this is a total scam. I also opened another claim 1 day later for a failed circulating pump under Claim # SR262448. ARMIS also denied that claim because my previous boiler claim was denied due to rust. I don't understand how ARMIS can make that decision, even though my contract states that the pump is covered under my contract. the pump was working fine with my newly installed boiler (that I paid out of pocket). 1 day later it failed. what's your excuse? a previous boiler that had rust. again, this is a scam company. I will also be filling out another BBB complaint over that claim # as well. I will also be providing that claim # to my case that I am building against ARMIS for breach of contract.
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 01/30/2025

  Mr. *********,

  Your claim was correctly denied and the decision will not change. Your contract clearly states "NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION CALL ************ or ************"  at the bottom of EVERY starting on page 1 of 17.  Your contract also clearly states that RUST is excluded from coverage on paragraph 9 (e), page 6 of 17. We have attached of copy of your contract for your convenience and review. The pictures taken look as if the unit had leaked prior and some kind of caulk or sealant was used where over time, the sealant gave out and water began to leak again causing rust. Your service provider also found carbon monoxide to be leaking out of the heat exchanger of the boiler where further images showed MORE rust.

  The prior claims were mentioned in response to your accusation that Armis doesn't pay claims.  Armis does pay COVERED claims. Since you purchased your Home contract on 4/8/24, Armis has paid $2,629.70 towards your COVERED claims and will continue to approve future COVERED claims.  Armis makes decisions on claims based on the information provided to them from your chosen service provider.  Please refer to your service provider with what information was given to the adjuster to make the decision to deny your claims. 

  Client Relations

   

   

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22837489
  
  I am rejecting this response because:

  Ahh, ok, now I see why you declined the claim for the cracked heat exchanger. It's because you paid out claims under my contract for $2,600. Since ARMIS paid out that amount, armis will not be paying out anymore claims? Is that what you are saying? It sure seems like it, because you also denied a claim for my circulation pump, which is covered under my contract, and Armis still denied it. Why? Because there was rust (allegedly) on the heat exchanger. If I ever open a claim again, let's say, for a faucet or plumbing issue, I am sure ARMIS will deny that, too, due to rust(allegedly) on the heat exchanger. You also mentioned SILICONE OR SEALANT again; if your adjuster was an actual plumber or HVAC guy, he would know that it was never repaired, and that's how it comes straight from the factory hahaha. But keep denying these claims. I will keep building this case against ARMIS. Also, I opened a claim before fixing the heat exchanger. You mentioned pre-authorization and whatnot. You denied a claim for a bogus reason (rust was the excuse) just because you paid out $2,600 last year sometime. Oh, and you again mentioned carbon monoxide; if you know what you are talking about, that's what happens when there is a cracked heat exchanger, haha. But you would know that if you are an actual plumber or master HVAC guy. That does not give you the right to deny future claims. If that is the case, let me know, and I'll cancel my contract, call my credit card company, and dispute every single charge Armis has charged me. Denial for the heat exchanger is 1. Then, 2 days later, I was denied for the pump. 3, armis will make up some story to deny any future claim covered under my contract. I am positive you will also deny a claim for my 2nd-floor bathroom vent fan due to the cracked heat exchanger, or, should I say, rust? Or will you deny it because you paid out $2,600 last year? And claiming rust on my vent fan? SCAM SCAM Scam. Armis, Denied 2 claims that are legally covered under my binding contract because ARMIS paid out $2,600 for previous claims. That's the reason why because they mention it twice in their responses. Keep digging your whole, this case will be fun. I'm collecting other customers within my area too, that are having the same exact claims denied. Scam after scam. 
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 02/07/2025

   

  Armis has answered this complaint and explained the reason for the correct denial.  Our response does not change. 

  Client Relations

  
  

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22837489
  
  I am rejecting this response because: i am not looking for a resolution to your scams and denied claim(s). I'm filing this report and building a case against Armis so Armis does not scam other poor people who need the money. Now I have 5 other customers of yours around my AREA with the same scam denials, and I will be submitting this in my state and your state! I will not rest until Justice has been served. SCAM, SCAM, SCAM. Please beware of ARMIS and its scams! Stay away! 
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:01/06/2025

  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.

  Our experience with HomeSafe/Armis has been a disaster from the start. We had a claim this July, they RECOMMENED a local electric company that they said they worked with before, so we scheduled an appointment with the company; they came to our house and did absolutely nothing but bill us $140 without doing any work. When we called Homesafe/Armis about it they said the only way to get reimbursed is to have that same company come back out and send a cause of failure and invoice. We called said electric company and the owner's response was they NEVER work with warranty companies, and they never came back ******** forward to our current claim, we were hit with hurricane ****** on September 26, 2024. We were out of power until October 10. About a week after we got power back, on October 17 our well pump failed. We pay extra monthly to have our well pump covered.When we finally were able to reach a contractor that was able to complete the work, we asked for a cause of failure and was sent the wrong information. Since we were sent the wrong information about our cause of failure, our claim was denied. After playing phone tag with the contractor, and with Homesafe/Armis for about a month, we were sent the correct information, and our claim was again denied. How can Homesafe/Armis penalize us for a contractor's mistake? Our claim was not handled fairly, and we want it looked at again and processed accordingly. The ways companies take customers money but provide NO SERVICE is a terrible form of corporate greed that has to be stopped!

  Business Response

  Date: 01/13/2025

  Thank you for bringing this to our attention. 

  We have requested a review from our claims specialist in reference to your complaint.

  Upon further review it was found that you had replaced the well pump without prior authorization.

  When Armis looked at the invoice for reimbursement it was found the that the service provider overcharged significantly.

  Armis calculated a fair amount for reimbursement which has already been paid to you. 

  No further authorization will be made on this current claim. 

  Client Relations. 

• Initial Complaint

  Date:12/28/2024

  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.

  Worked with this company on a repair for a boiler and was supposed to be reimbursed 2 to 3 hours that same day after the job was finished. After calling them back several times and each time they would tell me the refund would be issued that day. It is now going on three weeks and I have not received my money. Theyre answering Service is incorrect stating that theyre open for business on Saturdays when they actually are not and Im at my ***** ends. Will probably have to take this to small claims court just to get paid. Definitely steer clear of this company and I will never do business with them again.

  Business Response

  Date: 12/30/2024

  Thank you for bringing this to our attention.

  Based on the name and email address provided in your complaint, we are unable to locate your contract. Please email **************************** with your contract number so that we can properly address your concerns. We are only able to assist the customer in regards to claim matters and complaints.

  Client Relations. 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22739871
  
  I am rejecting this response because: I asked repeatedly to send a contract or invoice and once again I keep getting told "it will be sent out", and it never happens. I have a claim number SR244480. I have an invoice number IN287102. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/15/2025

  You may contact our claims team.

  This offer was made to our customer.

  After further research you are not a customer therefore there is no resolution we can offer you via the BBB.

  Armis considers this matter closed. 

   

  Client Relations. 

   

• Initial Complaint

  Date:12/24/2024

  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.

  The early morning hours of Thursday 12/19/2024 my kitchen refrigerator stopped working. Both fridge and freezer. I called Armis right after they opened and filed a claim. That same afternoon around 2pm, a ***** tech came out diagnosed my refrigerator and stated a part has to be ordered and they are scheduling installation on or after 01/02/2025. Therefore, I wont have a refrigerator until after the holidays based off this information. I submitted my paid receipt for the diagnostic fee of $130.25 to my claim online and then called Armis. The Armis *** asked me to send the receipts to their estimates email and I did immediately while she was on the phone. She stated that an adjuster has to approve any work and to give it a couple working days. I stressed the urgency of the matter of the weekend coming up followed by the Christmas holiday. This is an emergency! I called Friday, Saturday, and Monday, and Tuesday each time stressing the holidays I need fridge. Its now Tuesday evening Christmas Eve and I dont have refrigerator to support my large family. Just imagine not being able to enjoy Christmas Eve and now Christmas without a refrigerator. By the way, an adjuster has yet to review my claim. This company has failed me in the worse way possible. Words cant express my disappointment and the complete lost of confidence in getting support when needed. Requesting refund for diagnostic fee, stipend for refrigerator ***lacement, written apology from company for lack of urgency with claim.

  Business Response

  Date: 01/03/2025

  Thank you for bringing this to our attention.

  Armis has sent this to a claims specialist to 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. Your claim was denied due to the cause of failure being deemed a circuit overload/ power *****. Per section E 3 circuit overload is not eligible for coverage. We have attached your contract for quick reference. This claim is denied and will remain denied nothing will be authorized. 

  Client Relations. 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22728675
  
  I am rejecting this response because:

  I received a voicemail on 01/03/2025 from ******* at Armis stating that she confirmed a power surge through hearsay on 01/02/2025. This isnt legal at all. ***** never said it was a power surge. I called and confirmed with ***** today, 01/06/2025, the technician you all provided didnt complete the diagnostic report from 12/19/2024. In fact, you all didnt call me until 12/27 asking for the cause of failure. As of 01/06/2025, ***** cant confirm a power surge! However, Armis denied BOTH my refrigerator claim (12/19) and A/C claim (12/26) at the same time due to power surges which is a complete lie. There is no excuse for this. Im not licensed technician nor was the Armis rep. ** how can a rep ******* a cause a failure without the actual report from a licensed technician? 
  
  Bottom line is that you all are a paid service provider. Customers should receive service in a timely matter and holidays arent an excuse. I stressed this each day I called. Check your recordings for You fail to be there when you are needed. Claim was put in on 12/19. Service tech showed up on 12/19 and determined it was a capacitor failure, not a power surge. My first followup call from Armis was on 12/27 which is completely unacceptable. Check your phone recordings for this. By the way, the capacitor that was determine as the cause of failure provided to me by the tech and didnt fixed the issue. I bought the part and install it. The refrigerator is still inoperable.
  
  *******ation: There werent any storms are power outages in my area since October 2024. Also, there werent any power outages or surges during the timeframe of any of my claims. I have confirmation from my electric company as proof in the attached memo. This is proof and concrete confirmation. 
  
  Demands: Claim SR251437, requesting reimbursements for the following: Diagnostic Fee $130.25
  Refrigerator Replacement Capacitor $10.93
  Refrigerator Replacement $1515.19
  
  Claim SR253028, requesting reimbursement for the following: 
  Diagnostic Fee $90
  
  Sincerely,
  
  *********** ******

  Business Response

  Date: 01/17/2025

  We have pulled calls more specifically the voicemail that was left.
  Hearsay was never mentioned it was stated to you that the power surge was the cause of failure and on the call from 12/31/24 you understood that.
  This claim is denied and will continue to be denied.
  Nothing further will be authorized.

  Nevertheless, in efforts to resolve this matter Armis will refund you 6 monthly payments upon execution of a signed settlement and release agreement. If you wish to accept this offer please email ***************************** Upon receipt of the agreement we will draft the release and send to you for your electronic signature.

  Client Relations. 

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22728675
  
  I am rejecting this response because:
  
  Where is your confirmation of the cause of failure? I provided concrete proof and you still deny any fault. Six months refund doesnt make me whole for your lack of service. Thats a total of $300 that I paid. Have you lost your mind? Your disrespectful and meaningless offer is denied. My previous request of demands are still warranted. 
  
  Sincerely,
  
  *********** ******

  Business Response

  Date: 01/27/2025

  We stand by the claim adjudication nothing more will be offered.

  If you wish to accept the 6 monthly payment offer you may email us at the email provided. 

  Armis considers this matter closed. 

   

  Client Relations. 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22728675
  
  I am rejecting this response because: Armis is refusing to accept any responsibility for their actions. Requesting mediation immediately. 
  
  Sincerely,
  
  *********** ******

  Customer Answer

  Date: 01/29/2025

  Thank you for information. I agree to proceed with the mediation service if the other company is willing to do the same. 

• Initial Complaint

  Date:12/19/2024

  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 am en employee with **** **** Plumbing and Heating. A home owner wanted to use his insurance to help pay for a major plumbing repair. The company name is Armis. Before the work started, Armis said they would pay for their share of the bill once the work was completed. After the work was completed, we called Armis to get the payment. They said it would take 24 hours to receive it. It has been over 24 hours and I still have not received the $710 from Armis for the work that was performed.

  Business Response

  Date: 12/23/2024

  Thank you for bringing this to our attention.

  Armis the Administrator of your ************ Contract examined 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. It was found that the cause of failure was from rust/corrosion. Also, that your unit is still under manufacture warranty. Both are exclusions under your ************ Contract. The claim was denied and will stay that way. 

  Nevertheless, in efforts to resolve this matter Armis will refund you 6 monthly payments upon signature of signed settlement and release agreement. If you wish to accept this offer please email ***************************** Once we have received your agreeance we will draft the agreement and send to you for your electronic signature. 

  Client Relations. 

  Customer Answer

  Date: 12/20/2025

  They finally sent me payment at 10 PM last night. We are good now. **** ******, **** **** Plumbing

• Initial Complaint

  Date:12/11/2024

  Type:Sales and Advertising 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.

  About 3 mos ago we invoked our warranty for a built in microwave that cannot be fixed according to technician. I provided the info required and after many calls and back and forth, the adjuster agreed to replace microwave AND include installation and haul away through Lowes per his email. According to Lowes, none of that is included. We have not had a microwave through the Thanksgiving and Christmas holidays. The adjuster is not responding and weve sent info to be uploaded to files and Armis staff say that theyve reached out to adjuster so that Lowes can be notified. Am not hearing back from adjuster even though they tell me a few hours, no later than ***** hours. We are considering small claims or arbitration if that is in our agreement. We have had enough.

  Customer Answer

  Date: 12/12/2024

  Please add this email from adjuster ******* ******** of Armis to my original correspondence confirming installation and haul-away included which Lowes is saying no installation/haul-away included. REPLACEMENT OFFER Hello ******, We have made the decision to replace your appliance. We are going to be offering you a replacement. Please review the following link to review the model being offered: *************************************************************************************************************************************: proof-Stainless-Steel/********** If you accept this model offered with installation and haul away included, please respond to this email, or call us at ************ so we can place the order. Once the order is placed this is your appliance, and we want to be sure you approve of what you are installing in your home. If you are not satisfied with the unit being offered, we can offer up to $587.72 to purchase a unit of your choosing. The payment will be in the form of a check you should receive within 7-14 business days from when it is sent. If you have any questions, please feel free to respond to this email, or give us a call. Thank you, have a great day! **** ******** - Home Claims

  Business Response

  Date: 12/17/2024

  Thank you for bringing this to our attention and allowing us to respond. 

  After having a claims specialist review your claim it was found that to replace the microwave/ oven exceeded your limit of liability.

  At this time Armis has processed the overage for the service fee that was issued to you via check already. 

  Armis also has given you $1816 to go towards the replacement cost. 

  If you have any additional questions please contact Armis at ************.

   

  Client Relations.

  Customer Answer

  Date: 12/20/2024

   
  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:12/10/2024

  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 a Home Warranty through Armis ************************ I filed a claim for a Washer Machine deemed irreparable. I bought a new Washer. I only provided proof of the repair estimate expecting it to be a step towards proof of purchase of the new Washer Machine. It was denied due to the estimate not being itemized.

  Business Response

  Date: 12/18/2024

  Thank you for bringing this to our attention.

  We reached out to our claims specialist team to look into this matter. After the review it was determined that you had went ahead and replaced the washer. We would not be able to determine coverage since this was already replaced.

  In efforts to resolve this matter Armis will issue a payment of $600 to you upon signature of a signed settlement and release agreement. If you wish to accept this offer please email **************************** so we can draft the agreement and email to you for your electronic signature. 

  Client Relations.

• Initial Complaint

  Date:11/22/2024

  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.

  ARS RESCUE ROOTER came to our home for a routine furnace check on Nov 19th. We were informed that the pilot wasn't staying lit which was causing the heater not to come on. Since *** doesn't work with home warranties, I submitted a claim to Homesafe. Armis called and stated they would send FUSE HVAC to analyze the problem. They contacted me and scheduled an appointment for Wednesday, Nov 20th. The technician arrived carrying a drill which my husband questioned and he could not speak English. So, there is a communication issue. I called ************* and a member of the staff assured us that he knew why he was there and asked to speak to the technician. My husband and I were not happy with this situation so we called Armis to express our displeasure and lack of confidence in their choice of repair companies. They didn't care. The tech went to the attic to check the furnace and left after some time without telling us what he found or anything. I received a call from ******* the next day saying the claim was denied because the problem was due to a storm surge which was not covered. I tried to tell ******* that was not true but he was rude and refused to listen. He was breathing hard on the call and sighing as if I was annoying him. So, I asked for a supervisor. He said someone would call me. ****** called the next day just to reiterate what ******* had told me. She was not a supervisor so I asked to speak to one. She refused saing there were no supervisors. I asked why was she being so mean. ****** was deadpan and seemed to be humored by my pleading and ended the call. This callous attitude really upset me. I called and spoke with *******. She said that I could send her the information from ARS. I called back on the 22nd and spoke with ***** and she informed me that ******* denied the claim again. The reason being ARS DIDN'T SAY THE PROBLEM WAS NOT THE RESULT OF A POWER SURGE. Ridiculous! ******* is biased and his denial was personal. I was treated unfairly.

  Business Response

  Date: 12/10/2024

  Thank you for bringing this to our attention.

  Upon further review your claim has been adjudicated correctly per the terms of your contract. The cause of failure was due to a power surge as the Armis claims specialist has explained to you previously that this is not eligible for coverage. We have paid a prior claim which paid out more than you have into the policy thus far there will be no refund nor any funds authorized.

  If you have any further questions you may contact Armis claims at ************.

  Client Relations. 

   

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22592801
  
  I am rejecting this response because:

  A power surge was not the issue.  The previous claim that was paid for the ** created this issue with the heater not working.  This was explained to *******, but she rudely dismissed me and said, it was not Armis' fault if that work wasn't performed correctly.  How is it not when Armis sent the technician to us?  The control board that was installed previously was not the correct part.  Therefore, it caused the heater not to work.

  Unfortunately, it seems that Armis, like most warranty and insurance companies are not honorable and intend to find whatever loopholes to deceive their customers.

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 01/13/2025

  Your claim was adjudicated correctly per the terms of your contract. The cause of failure provided to our claims specialist was due to a power surge. As the Armis claims specialist has explained to you previously this is not eligible for coverage. We have paid a prior claim which paid out more than you have into the policy thus far. There will be no refund nor any additional authorization for the current claim. 

  Client Relations. 

   

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed a claim in Sept. Sent several pictures from 3 different **mpanies to fix or replace boiler system. All 3 **mpanies found to run the boiler was unsafe due to high levels of carbon monoxide. I'm raising 5 grandkids so I proceed with the 1st 2 **mpanies who say it needs replaced. The adjuster left me messages stating they would allow me *******. after me **nfirming with Armis they received quotes and pics. He stated they don't replace any appliance just pay for parts. So me being on social security raising grandkids call another **mpany to see if I need a new boiler or just parts replaced. New boiler ******. Replacement parts and cleaning ( which Armis doesn't **ver cleaning) *******. Still **mmunicating with Armis. Reassuring me they will **ver *******. Now they say we can't credit anything towards the ******* because of rust. Well the rust on the boiler is due to parts that needs replaced due to carbon monoxide leaking. They need to have a lawsuit filed after all of the people they are just taking money from. Yes **ntract states about rust not being **vered. But it is from the parts that needed replaced. Why have a warranty ** of you are going to have to pay for repairs. My mom and I both have a warranty through this rip off **mpany which both ac**unts will be cancelled.

  Business Response

  Date: 11/07/2024

  Thank you for bringing this to our attention.

  An escalations representative has been in contact with you in efforts to resolve this matter. 

  Please, contact the representative at the number they have have left on your voicemail if you have any additional questions.

  Client Relations. 

  Customer Answer

  Date: 11/07/2024

   
  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,
  
  ******* *********