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:04/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a phone call from homesafe about home warranty. Told the guy no several times but he kept insisting. Said he would be able to get the payments to $37/month. I finally caved and said yes to that. That was March 6th 2025. First month payment they took was $48 but I was unaware since it was my wifes credit card that was billed. Finally got my contract booklet on April 15th. Realized that the booklet said my monthly payments were now $73/month. Checked the credit card and sure enough they took more than agreed upon on the first and second month payment. They then tried saying the first month payment was an intro payment which they guy on the phone made no mention of. I called on the 16th and to cancel and they refused to reimburse me for the amounts that were not agreed upon. This company is a scam, they lie and deceive. Heavily advise not to do business with them.

  Business Response

  Date: 04/18/2025

  Thank you for bringing this to our attention.

  We have refunded your policy as well as made sure the account has been cancelled.

  Please, allow 3 to 7 business days before seeing the refund back into your account. 

   

  Client Relations. 

  Customer Answer

  Date: 04/24/2025

   
  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:04/02/2025

  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.

  My home warranty company Homesafe charges me a fee monthly of $69.00 to provide a warranty on appliances. I have never used this warranty until march2025 for a repair. They sent ***** out to repair my washer they charged me ***** deductible for service rendered. They looked at my machine for approximately 5 minutes and contacted Homesafe for approval. ***** requires you be available 8-5.***** couldnt come out on Monday the parts werent available. However on Tuesday ***** decided to not come out due to unforeseen circumstances I asked Homesafe to get me a different vendor they told me it would cost me another deductible. I feel this is fraud due to the fact that ***** didnt fix my washer. I am unavailable three weeks from now for 8-5 appointment I am disabled and have many Dr. ************ I am however available for a two hour window for an appointment. Homesafe doesnt care. I canceled their services all I want is my monthly fee and deductible back. I will get my washer fixed elsewhere.

  Business Response

  Date: 04/07/2025

  Thank you for bringing this to our attention.

  As noted on the first three pages of your Protection Plan, Armis is the administrator of your home service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information referenced in your complaint. Upon further review it was found that you were not able to be available for when the service provider would be coming by to make the necessary repairs. There is not anything Armis nor Homesafe can do to change the time of arrival of the service provider as they run on a service route. The customer MUST be home to let the service provider in so the repair can be completed. If you are unable or unwilling to be available for the repair to be completed  there is nothing we nor the Administrator can do to get this resolved. Nothing further will be authorized. If you do find the availability for the repair to be completed as it was authorized to be done please contact claims at ************.

   

  Client Relations. 

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23152469
  
  I am rejecting this response because: I was home the three times ***** was supposed to come, however ***** cancelled twice and on the 3rd time I was trying to reach the claims department to no avail so ***** left. I am disabled and cant sit/stand up for 9 hours waiting for them to hopefully show up.  When ***** came yesterday they wanted additional money per armis $35.00 I told them no my contract states ***** I am at a loss.  The only way this is fixed is send ***** back out on Friday the 11th without additional money due and make sure they are able to fix washer immediately 
  
  Sincerely,
  
  S ******** *******

  Business Response

  Date: 04/18/2025

  A Sr. ***** Claims specialist will be reaching out to you via phone today to discuss further options available. 

   

  Client Relations. 

• Initial Complaint

  Date:03/30/2025

  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.

  Home Safe with the contractor Armis changing the rules on a spot according to the companys needs with the goal not to pay. The provider/contractor ************ on March 11, 2025 that I hired from the Thumbtack that was recommended by the Armis Home when filing the claim online charged $89 and issued the repair bill of $600 and did nothing, spending about 10 min at my place. After I decided to get the new stove since the prognosis of the safety were not that good, the adjuster told me that I must pay the first provider additional $60 to get to $150 deductibles regardless. Then I hire another provider to get a second opinion. The adjuster (******) stated that I can hire any provider. I found the largest provider in the area the **************** Repair. This time I paid $136 for the visit and the estimate was $1,645.10. The technician found thatthe top and the burner must be replaced first to fix the stove. So, I sent all the ***** inspection receipts to the Armis Home. The adjuster called in three days and declared that they do not use ***** appliances repair (Yet, she said that I can hire any contractor). that she has only the bill for the repair, which is not sufficient for the Armis Home. Yet, the provider left the massage technician ID ******* Shut down during self-clean. Thermal limit opened. Top needs to come off to access. The phone of the department was also provided by me Also, she said that the $136 for the visit cannot be considered deductibles.The supervisor called in four days that declared that I must pay $1,645.10, so the additional diagnosis can be done. As I said I am going to buy a new stove due to the unsafe situation where even the screws got melted. All I asked is to pay me like for repair. She said that this is my problem.

  Business Response

  Date: 04/02/2025

  An ***** Sr ****** Specialist has reached out to you via other channels and has resolved this matter.

   

  Client Relations. 

   

  Customer Answer

  Date: 04/02/2025

   
  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:02/22/2025

  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.

  Ive had surgery that requires showers to keep the area clean therefore more towels are needed. First, the technician should diagnose and contact Home Warranty. There assumptions before doing are unwarranted and not needed.just repair it. On02/16/2025, my washer suspension went out and this HomeSafe sends out inexperience new technicians. After the claim is filed, another department calls form the service fee then ask for 3 different appointment times so they can select from. The technicians appears 3 days later, make assumptions then start taking pictures to send in the HomeSafe. It may take over 2-3 days before a decision made to repair the washer. If it is approved, the technician comes back to repair. By this time its been more than a week when the technician had the part once diagnosed. The department that approves the repair does not work on the weekend so the customer is inconvenienced. Appliances and services does not have schedule to breakdown so there should be someone working the repairs approvals. I am going into 2 weeks for a simple washer suspension repair.

  Customer Answer

  Date: 02/25/2025

  On 02/17/2025, I requested service for my washer and waited over 3 days because they wanted $65.00 service fee first. I paid the $65.00 and provided 3 times for an appointment. Due to no dirty clothes hamper, I placed the dirty laundry in the washer waiting for repair. Finally, 02/24/2025, I called to for an approval update but had to wait for someone to return my call. I received a call from Homesafe with an approval that evening. On 02/25/2025, spoke to someone name shaylin in approval department in ehich she was very demeaning, rude and unprofessional. I explained about my neck and back surgery so I could not go to a Washteria to wash clothes. She very indifferent with a So attitude. I asked if there was someone else they could send because waiting for all the unnecessary steps for a service inconvenience the customer. The approval representative did not care and wanted to start service all over again. This is going 2 week for a service I pay for and not worth the aggravation Armis Homesafe causes.

  
  

  Business Response

  Date: 03/03/2025

  Thank you for bringing this to our attention. 

  As noted on the first three pages of your Protection Plan, Armis is the administrator of your home service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information referenced in your complaint. Upon further review your claim was approved and the repair has been completed. There is nothing further that will be done as the claim has been paid out. If you wish disclose any further information you may contact Armis at ************.

  Client Relations.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22977055
  
  I am rejecting this response because: approvals and repair timeframes are unreasonable. I had to wait 3 days for your repairman, 3 days for approval once diagnostics are submitted then another 2-3 days for repairman to comeback for the repair. I am in the process of finding another Home Warranty company.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/20/2025

  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 problem is related to work orders # SR****** AND #SR225266.We contacted HomeSafe in October 2024 initially for a leak in the master bathroom's tub faucet and toilet, and a leak in the faucet in the guest bathroom They called us back and said they could not find anyone to come out and they would pay us $150.00 to find someone. We called Tiger plumbing who came out and inspected the problem. When they came out to work on the original work order (SR#******), as we entered the basement we were greeted with water coming from the ceiling and in the mechanical room flooded with 2 inches of water on the floor. HomeSafe was immediately contacted and apprised of the current situation. Tiger was here and told them (HomeSafe) we had an emergency in the basement and what was found. The sewage ejector pump was not operating. HomeSafe created another order number and asked us to get an estimate from Tiger. Tiger said the work would cost $1707.00 and HomeSafe okayed the work. We emailed them the written estimate from Tiger.Tiger removed and replaced the pump that day and I paid Tiger on my **************** card. I paid $1707.00.HomeSafe has not reimbursed us for the repair saying they need a report from Tiger that indicated that the pump needed replacement. Since then we have been calling Tiger and HomeSafe to resolve this dispute with no resolve. HomeSafe sent us the $150.00 they promised for finding a plumber.

  Business Response

  Date: 02/26/2025

  Thank you for bringing this to our attention. 

  As noted on the first three pages of your Protection Plan, Armis is the administrator of your home service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information referenced in your complaint. Upon further review it was found that claim SR225266 was resolved and a check was issued. Claim SR178219 was denied due to corrosion showing to be the cause of failure in the images received via the service provider. Corrosion is an exclusion per the contract terms of your home service contract. The adjudication was done correctly per the terms of the contract and the claim will remain denied. 

  Client Relations. 

   

• Initial Complaint

  Date:02/03/2025

  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 submitted a claim to have a built-in microwave repaired. Homesafe told me both at the time of filing the claim that I would pay whatever the service tech charged and they would reimburse the difference between the total and the deductable $121.33 / $65.00 They referred Appliance Repair ***************** of Federal Way WA. The tech arrived 1/20/2025. He did not even look at the appliance before telling me it could not be repaired. They also told me I would be reimbursed for the cost over the ************** I am being told by HomeSafe that the claim in not covered since the microwave is classifie as a countertop microvave even though ********** sells it as both and sells a kit to build it in.They will not refund the cost over the deductable because they say it's not a covered appliance.Again, the service tech did not even look at it or attempt to turn it on before saying it was not repairable.I have since found that it is a common issue and was easily repaired with a $45 part.I have cancelled this contract as of today. I had terrible customer service, being transferred 3 times and placed on hold. Cancellation Confirmation HHP8317167.I don't expect I will see a refund as this company appears to have highly enethical business practices. I hope my situation prevents someone else from being ripped off.

  Business Response

  Date: 02/05/2025

  Thank you for bringing this to our attention. 

  As noted on the first three pages of your Protection Plan, Armis is the administrator of your home service contract and has FULL authority over repair procedures, approvals, denials and payments. We have contacted them to obtain information referenced in your complaint. Upon further review the claim was adjudicated correctly per the terms of your contract. The microwave is considered a countertop unit which is not covered. You were advised that the reimbursement for the service fee less the deductible would only be reimbursed if the claim was authorized/ eligible.  The claim was not eligible for coverage, therefore no reimbursement will be provided. 

  Nevertheless, in efforts to resolve this matter HomeSafe will refund you 2 monthly payments upon execution of a Settlement Agreement and Release. Please, email ****************************************** if you wish to accept this offer and we will draft the Agreement and email it to you for your electronic signature. 

   

  Client Relations. 

   

• Initial Complaint

  Date:01/24/2025

  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.

  High pressure telemarketing agent convinced my 96 year old mother (who was diagnosed with advanced dementia two years ago) to provide her credit card information so they could charge her automatically for a home warranty she does not need nor understand. Her financial affairs are managed by a *************** was advised of the problem in December 2024. The company was advised of the problem and their agents refused to terminate the contract. Their agents are continuing to call to dun her for payment. This vendor was blocked from further payments and has been engaging in elder abuse and intimidation by continuing to contact her by phone demanding credit card information to restart payments. Due to their unwillingness to properly respond to the situation, a formal complaint is being filed with the ******************************* and the appropriate elder abuse authorities.

  Business Response

  Date: 01/27/2025

  Based on the information provided we are unable to locate a file.

  Please, email ****************************************** with a contract number so we may further assist you.

   

  Client Relations. 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22855241
  
  I am rejecting this response because:

  There is no way to retrieve a contract number as you contracted with a dementia patient who has no memory of anything beyond 2-3 minutes.  She is unable to retain paper records if any kind.  Assuming your response is not just a stalling tactic, the subject address is ****************************************************************************  You should be able to retrieve the contract info from your own records.

  
  Sincerely,
  
  ****** ******, TTEE

  Customer Answer

  Date: 01/31/2025

  As previously related to your agents, one of your phone telemarketers sold a contract to a 96 year old dementia patient.  In the BBB complaint you issued a standard, "we need a contract number" response.  That is not going to be available because the patient with whom your agent dealt does not have a memory that extends even to the length of a phone call.  She is also incapable of maintaining any paper records of any kind.  For research purposes, your customer of record is:

   

  ******* ********

  7 ******** **

  **************, **

   

  The telemarketers mistake was pointed out to one of your phone agents in December and they refused to take any steps to close out the account.  We expect for you to promptly act on this case and we will close our BBB complaint.  ************ has been blocked from any further payments from Mrs. ********** accounts.  

   

  If you decline to act properly to resolve the complaint, the next steps will be to contact both ** and NC state elder fraud authorities with a description of your actions and inactions and to also advise the state attorney general office of both states.  It would appear that the least onerous path forward for your firm is to cancel Mrs. ********** contract and make certain that her name and phone number is entered into your DNC list.

   

  Sincerely,

   

  ****** A ******, III TTEE

  ******* ******** Trust

   

  ************

  Business Response

  Date: 02/04/2025

  We have been informed by the legal department that this matter has been taken care of as well as a full refund. 

   

  Client Relations. 

• Initial Complaint

  Date:01/16/2025

  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.

  Please ask this company to remove me and any affiliates from their mailing list. I am not interested in anything they have to offer.

  Business Response

  Date: 01/16/2025

  Thank you for bringing this to our attention.

  We have removed you from our mailing list.

  Please, allow 5 to 7 business days for you to filter out of the system. 

  Client Relations.

  Customer Answer

  Date: 02/03/2025

   
  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:01/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home warranty through Home Safe in December 2023 after a successful call with my car warranty company Car Shield as I remember. I was told I would receive my contract in the mail but it was never received. Also, I never received it in my email either as they had the incorrect email in their system. My wife had purchased a warranty through another company during the course of the year and we had been using that warranty for any issues that arose as I forgot about the warranty I had purchased as it was on auto draft from my account. Around September or October is when I first remember I had a warranty when I received a phone call about my warranty payment being late or the account being past due. I was at the airport and getting on a plane and wasn't able to write down the name of the company. I provided the information to them as we had been having problems with the other company with some claims that repair companies had fumbled attempt after attempt. I told my wife to just cancel the other warranty at that time and we would use the new company. However, I was unable to retrieve the company name and they still had not sent me an email of the payment or deactivation of my contract as they had the wrong email even though it was provided very slowly and carefully over the phone several times. Today I was working on my 2024 taxes and saw the company on my bank statements along with the phone number so I called them about coverage for the last claim we had with the other company. Once they sent me to claims it was immediately denied as they said they could not be secondary coverage. I asked how would they determine they were secondary and not primary without knowing dates. They said anytime it's another company they are secondary. I told them I would in that case like a refund for my payments and premiums as they should not be entitled to any payments under the contract if they were not going to cover any claims for this reason. I am due refund.

  Business Response

  Date: 01/14/2025

  Thank you for bringing this to our attention.

  Upon further review this claim was denied due to you previously filing a claim on the dishwasher, we never received a failure date and the dishwasher was replaced without prior authorization. This particular claim was and will remain denied. This does not mean that future claims would be denied. 

  HomeSafe has no contractual obligation to refund you as you have exceeded your refund period significantly. You had filed the dishwasher claim on 1/8/25, since then you have cancelled the policy. We have refunded you one monthly payment since you cancelled during the renewal period. Please, allow up to 7 business days to see the refund. 

  HomeSafe considers this matter closed. 

   

  Client Relatations.

   

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22786280
  
  I am rejecting this response because: the reason now presented as the reason for claim denial is a contrived and manufactured reason presented by a supervisor only after I requested a refund based on the blanket denial reason provided by 2 earlier representatives.  This is being done in bad faith in order to retain payments for a policy that I was told by 2 representatives would be denied based on HomeSafe deeming itself to be secondary coverage.  The recorded calls need to be uploaded and presented for review as these calls will clearly prove my argument.  I am requesting that the original calls be uploaded for review.  These statements were legally binding denial reasons and any subsequent reasoning presented in order to deny my refund is self-serving and fabricated after claim denial by individuals who either had express or implied authority to communicate those decisions based on the established claim process for this company.  
  
  Furthermore, notwithstanding the factual argument at hand.  I further argue that refund is due and required as a matter of law under principle of double indemnity and collateral source rule under state of Mississippi insurance law as ruled in ****** v. ************************************** an Oklahoma case.  
  

  Just as I could not have been double paid under both warranties, the obligation, in this instance, Car Shield/HomeSafe is not entitled to unjustly enrich themselves under the terms and conditions they unilaterally imposed and enforced under this aleatory contract of adhesion (take it or leave it) agreement.

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

  Business Response

  Date: 01/27/2025

  The claim decision will remain denied and nothing further will be authorized.

  Nevertheless, in efforts to resolve this matter HomeSafe will refund your monthly payments in full upon execution of a 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 your email for your electronic signature. 

  Client Relations. 

  Customer Answer

  Date: 01/27/2025

   
  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:01/07/2025

  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.

  They are a scam company trying to get me to extend my warranty on my rental property that i don't own. They should be busted for mail fraud for sending out these scams via the post office. When i call they say they will take my name out of their system but i know better.

  Business Response

  Date: 01/08/2025

  Thank you for bringing this to our attention.

  We have removed you from our mailing list.

  You should not be receiving any further correspondence. 

   

  Client Relations.