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:07/10/2025

  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.

  They took $420.04 from my banking account without my consent. They sent out a contractor to fix my air and took apart the wrong air conditioner and destroyed it. I called them immediately, they didn't try to resolve the problem and when I tried to cancel, which was month to they immediately charged $420.04 from my account. I may have to buy a brand new unit for the one that was taken apart. This was almost one of the most, scary thing that has happened to me. They had no right to go into my bank account. Thank you.

  Business Response

  Date: 07/10/2025

  Thank you for bringing this matter to our attention. We have thoroughly reviewed the customers account and would like to provide the following response and clarification regarding the concerns raised.
  
  The customer had two air conditioning units at the property but held coverage for only one. During the service request, the customer directed the assigned service provider to the upstairs unit. Repairs were initiated on that unit; however, additional work was required. At that point, the customer was informed that due to the ********************** limit of liability being nearly exhausted, there would be an out-of-pocket expense of $80 to complete the repairs.
  
  The customer was given two options:
  
  Proceed with the repair by paying the $80 out-of-pocket.
  Accept a buyout offer of $862.20 in lieu of completing the repair.

  The customer chose not to proceed with the repair and instead accepted and cashed the buyout check.
  
  Less than 30 days after receiving the buyout, the customer contacted us to cancel the plan. At that time, they were advised that an Early Termination Fee (ETF) would apply, as outlined in the terms and conditions of the plan. Despite this, the customer chose to proceed with the cancellation.
  
  The ETF of $420.04 was processed in accordance with the plans terms under Section G. CANCELLATION / REFUND, subsection 3(d), which states:
  
  If we have provided services and the amount of the service costs incurred by us is greater than the Service Plan fees paid, and you are paying monthly, the customer shall pay us the lesser of (i) the amount by which the service costs incurred by us exceeds the contract fees paid; or (ii) the amount by which the annual rate listed on the Service Plan Declaration of Coverage page exceeds the Service Plan fees paid.
  
  The customer received ******************** and a buyout exceeding the amount paid into the plan. Therefore, the *** was applied appropriately, and no refund is due.
  
  We understand the customers frustration, but we have followed the terms of the agreement, which were provided to and accepted by the customer at the time of enrollment. We remain committed to transparency and fairness in all customer interactions.

  Warm Regards, 

  ARW Home

  Customer Answer

  Date: 07/10/2025

  I don't owe them a dime and I didn't authorize them to go into my bank account.  They owe me for my upstairs unit that their contractor destroyed.  I will not stop until I get my air conditioner repaired and my $420.00 back. I am a senior citizen and they took advantage of me.  They were taking my money from my account while I was on the phone with them.  They are scammers and they need to be held accountable. 

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23579611
  
  I am rejecting this response because:

  I don't owe them a dime and I didn't authorize them to go into my bank account.  They owe me for my upstairs unit that their contractor destroyed.  I will not stop until I get my air conditioner repaired and my $420.00 back. I am a senior citizen and they took advantage of me.  They were taking my money from my account while I was on the phone with them.  They are scammers and they need to be held accountable. 
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 07/10/2025

  Thank you for your message. We understand your concerns and appreciate the opportunity to clarify the situation.
  
  After a thorough review of your account, we can confirm that all actions taken were in full accordance with the terms and conditions of the plan you agreed to. If there were any issues with the air conditioning unit, those concerns should have been communicated while the claim was still open. This would have allowed our team to continue with the necessary repairs.
  
  However, you chose to accept the buyout offer, which effectively closed the claim and halted any further repair work. The funds provided through the buyout were intended to be used toward completing the repairs independently. These were decisions made by you, and unfortunately, they fall outside of our control.
  
  We want to emphasize that we do not take advantage of our customers. In fact, as per the terms of the plan, the amount paid out exceeded the total amount you paid into the plan. Therefore, no refund is due, and this decision is final.
  
  We regret any frustration this situation may have caused and appreciate your understanding.

  Sincerely, 

  ARW Home

  Customer Answer

  Date: 07/11/2025

  The service person that they sent took my air conditioner apart without asking any questions, he just assumed that it was the right unit.  I called ARE immediately and asked for a another company or a different person to come out.,they said that they didn't have another company but offered me a buy out the other unit not the one that he took apart.  I have the text messages from the owner apologizing for taken it apart.  Now I'm stuck with getting that unit fixed.  I got ripped off and they will have to give an account to someone and for sure to God. Just a bad company ripping seniors and hard working people off. It a shame. 

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23579611
  
  I am rejecting this response because:

  The service person that they sent took my air conditioner apart without asking any questions, he just assumed that it was the right unit.  I called ARE immediately and asked for a another company or a different person to come out.,they said that they didn't have another company but offered me a buy out the other unit not the one that he took apart.  I have the text messages from the owner apologizing for taken it apart.  Now I'm stuck with getting that unit fixed.  I got ripped off and they will have to give an account to someone and for sure to God. Just a bad company ripping seniors and hard working people off. It a shame. 
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:06/23/2025

  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 canceled this service last year in June 2024. the company took $1,309 from my account. I am 70 years old and cannot afford to be scammed. They refused to give me my money back.

  Business Response

  Date: 06/24/2025

  Thank you for bringing your concerns to our attention. We take all customer feedback seriously and appreciate the opportunity to respond.

  After thoroughly reviewing our records, we can confirm that all calls to our office are recorded for quality assurance and documentation purposes. According to our system, the only request received from you on June 19, 2024, at 11:46 AM was to update your method of payment. During that call, you provided a new credit card to continue your monthly payments. No request to cancel your service was made at that time or in any subsequent communication.

  We would also like to confirm that following your call on June 23, 2025, at 4:00 PM, your account has been officially canceled. No further payments will be withdrawn.

  As such, your account remained active, and the charges applied were in accordance with the terms and conditions of your service plan. Since no cancellation request was received or processed, and services remained available to you, no refund is due.

  We understand that this is not the outcome you were hoping for, and we truly regret any frustration or inconvenience this situation may have caused. However, we have followed the terms of the agreement as outlined at the time of enrollment.

  Sincerely, 

  ARW Home 

• Initial Complaint

  Date:06/06/2025

  Type:Order 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.

  Fraudulent company that refuse to cancel my policy and sent email stating it would take up to 45 days to process my request to cancel policy. The problem is refuse to pay claim or reimburse the filing or claim fee, have collected payments for 8 or more years and not keeping terms of original contract. When ask to cancel policy due to lack of coverage they transfer you to a bogus phone tree that has a recording stating they will be closed for holidays in the month of November and it is June 6, 2025. When you speck to there reimbursement department and they dont like what you say they hang up. They tell you you are being recorded but dont want you recording, because they know they are frauds. If they change my account with out authorization it is fraud. They have me on a recorded line stating I wish to discontinueservice and cancel my policy, but theres nobody that can cancel my policy according to them theyre not available. Imagine that.

  Business Response

  Date: 06/09/2025

  Thank you for your feedback. We understand your concerns and regret that your experience did not meet your expectations.

  
  After a thorough review of your account and claim history, we would like to clarify the following:

  
  Claim Denial: Your air conditioning claim was reviewed in accordance with the terms and conditions of your service agreement. The cause of failure falls under the exclusions listed in Section C, Item #1 of your plan, which outlines specific limitations on coverage. As such, the denial of your claim stands.

  
  Service Fee: As stated in the service agreement, the trade service fee is nonrefundable once a claim is dispatched, regardless of the outcome. This policy is clearly outlined in the terms you agreed to at the time of enrollment.

  
  Account Status: Your account has been successfully canceled, and no further charges will be applied. As previously communicated, no refunds are due based on the terms of your plan and the services rendered.

  
  We understand that this may not be the resolution you were hoping for, but we have provided multiple explanations and upheld the terms of the agreement throughout the process. We appreciate the time you were with us and wish you the best moving forward.

   

  Sincerely, 

  ARW Home

   

  Customer Answer

  Date: 06/09/2025

  This company has changed names and changes policy when they do but do not notify consumer.  They also make false claims as to what customer says.  I will just tell everyone I know not to use and will post on utube  and TikTok .  Thanks for your assistance.  and since theyre working out of **********, *******, that kind of speaks for itself in the Better Business Bureau that its attached to is in the *********. Imagine that have a good day.

• Initial Complaint

  Date:06/06/2025

  Type:Order 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.

  At the beginning of March 2024, I received a call from a salesperson selling American Residential Home Warranty. Unbeknownst to me, I had a brain tumor that was severely effecting my judgement when I signed up for this warranty. There is no possible way that, had I been mentally competent, I would have signed up for a home warranty. Nothing against the company; however, I am a retired teacher and don't have the funds to spend each month for a warranty. The orange sized Grade 2 Atypical (due to brain invasion) Meningioma brain tumor that had grown wreaked havoc on my life for two years. It was finally found on January 8, 2025 and immediately removed on January 13 and 14. I am currently undergoing daily radiation treatments to my brain. I am trying desperately to get my life together. I am respectfully requesting:1. A full refund of all money I have paid to ARWHome. My records indicate this is $1,671.52. I never made a claim. Please return those funds to the same account they have been debited from. 2. I want this warranty cancelled immediately and no more money to be taken from my account. I understand my request is outside of the norm and am pleading for compassion from ARWHome. If you need proof of my tumor, I will be happy (no- I won't be "happy" to send it because there is really nothing to be happy about these days) to send some documentation from my neurosurgeon's office or from my radiation oncologist where I am currently undergoing daily radiation. Thank you for your kind help in this matter. I have emailed the company and received no response. I also received an email from the company saying that on March 2, 2025 I authorized them to debit my account an even higher amount each month. I gave no authorization in 2025 and in 2024 I was not legally competent to sign up and enter into a contract.

  Business Response

  Date: 06/09/2025

  Thank you for reaching out and for sharing your situation with us. First and foremost, we want to express our sincere sympathy for the health challenges youve been facing. We understand this has been an incredibly difficult time, and we truly wish you strength and healing as you continue your recovery.

  
  Regarding your request, we have carefully reviewed your account and the terms of your service agreement. Per the Terms and Conditions, customers are provided a ****** review period from the date of enrollment during which they may cancel the plan for a full refund. As your request falls outside of that 30-day window, we must respectfully inform you that no refunds are due at this time.

  
  Additionally, we can confirm that your account has been successfully canceled, and no further charges will be applied.

  
  While we must adhere to the terms of the agreement, we genuinely appreciate you bringing this to our attention and hope for continued improvement in your health and well-being. If you need a copy of your plan or any documentation for your records, wed be happy to provide it.

  
  The ARW Home Warranty Team

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23435441
  
  I am rejecting this response because:  

  I cannot believe that this company values money more than they value people and compassion. The utter greed sickens me. It is company's like this one the have made the world a horrible place. 
  In order to enter into a contract it is my understanding that a person must be mentally competent at the time. Is this not correct? 
  
  **** *******

  Business Response

  Date: 06/10/2025

  Were sorry to hear about your disappointment, and we understand how upsetting this experience may have been. At ARW Home, our goal is to treat every customer with fairness, respect, and understanding.

  
  While we recognize this may not be the resolution you were hoping for, we are committed to applying our cancellation policies consistently to ensure all customers are treated equally and in accordance with the terms of the plan.

  
  We appreciate your feedback, as it plays an important role in helping us improve our service and communication moving forward.
  

   

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23435441
  
  I am rejecting this response because:

  I am disgusted that a company values money over basic human decency. Isn't there a law that says in order for a contract to be valid, the person signing that contract has to know and understand what they are signing? Definitely something to look into. You are despicable. 

  **** *******

  Customer Answer

  Date: 06/16/2025

  If possible, I would like to change my rejection response to the following:

  Complaint: 23435441
  
  I am rejecting this response because:

  What about the money that you all took from my account after the March 2 email in which you stated that I authorized your company to debit my account for ******? I most emphatically DID NOT authorize that. Yet you took 4 payments at this amount from

  my account. Unauthorized. The total that was stolen, with no permission given, was $447.88. That should be refunded to me immediately. 
  I am disgusted that a company values money over basic human decency. Isn't there a law that says in order for a contract to be valid, the person signing that contract has to know and understand what they are signing? Definitely something to look into. 
  **** *******

• Initial Complaint

  Date:05/29/2025

  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 have attached my formal complaint via PDF attachment as I do not have enough character space to thoroughly provide you with as much information as possible. However below is a summary:On May 12, 2025, I filed a claim with American Residential Warranty (ARW) because my oven stopped generating heat. A technician from *************************** visited on May 15 and determined a part needed to be replaced. On May 16, the technician informed me the part couldn't be ordered due to a missing model number and confirmed he reported this to ARW.After over a week with no follow-up, I contacted ARW on May 27. On May 29, ARW said they couldnt proceed without a model number and offered a /$321.95 buyout for a part they admit cannot be identified. I asked for a replacement, as my coverage includes up to /$1,500, but was denied.I attempted to escalate the issue, but no supervisor was made available. I was repeatedly transferred between departments and told I had to accept the offer.Ive been without a working oven for nearly a month. I pay for this warranty expecting timely service. Im now asking the BBB to help resolve this issue. Ive attached my coverage document, which supports my request for a replacement.

  Business Response

  Date: 05/30/2025

  Mia, 

  Thank you for your detailed submission and we appreciate the opportunity to respond.

  
  Your service request, filed on May 12, 2025, was promptly addressed with a technician visit on May 15. The technician from *************************** determined that a part was needed to restore your ovens functionality. However, due to the absence of a legible model number, the technician was unable to identify or order the necessary part and reported this to ARW.

  
  As outlined in the Terms and Conditions of your service agreement, ARW cannot proceed with repairs when essential informationsuch as the model numberis unavailable. This is covered under the Parts Availability and Limits of Liability sections, which state that ARW is not responsible for delays or inability to complete repairs due to unavailability of parts or insufficient identifying information.

  
  On May 29, 2025, our Escalations Department received your request for further review. A representative attempted to contact you by phone to explain the outcome of your claim. Unfortunately, the call was not answered, and a message was left.

  
  Given the inability to identify the required part, ARW offered a buyout of $321.95, which reflects the estimated cost of the repair had the part been available. While your plan includes coverage up to $1,500, this is a maximum limit, not a guaranteed payout. The actual reimbursement is based on the reasonable and customary cost of the repair or replacement, as determined by ARW.

  
  We understand your preference for a full replacement; however, without the necessary information to complete the repair, the buyout is the only resolution available under your planan option you accepted on May 29, 2025. While this may not be the outcome you hoped for, it is consistent with the terms of your coverage.
  

  
  We remain committed to providing fair and timely service and are happy to revisit the repair option if the model number or additional identifying information becomes available.

   

  Sincerely, 

  ARW Home

  Customer Answer

  Date: 05/30/2025

   
  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. i spoke with the customer service and claims Department today. They confirmed that in addition to the $321.95 buyout via ****** in 4-7days, I will receive 40% off **************** appliances. Claim #NSA007705720601
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:05/28/2025

  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.

  My family purchased an appliance warranty from ARW in 2024 and subsequently had an appliance fail. ARW refused to cover any of the loss, therefore, we called and canceled the warranty.ARW contacted me in November of 2024 while I was hospitalized, offering to increase our coverage. I did not accept any offer. However, they continued to charge my checking account three more times, once on November 12, 2024 for $235.50, then February 11, 2025, for $235.50, and then again on May 12, 2025, for $235.50. A total of $706.50 in charges.We called their billing department and followed the prompts to option 3 to cancel service. From there, the recording says they "are currently experiencing a higher than normal call volume" (as usual) and that the wait time is 20 minutes. Ultimately, the wait time estimate increased to 30 minutes. They clearly want people to get frustrated and hang up, so you give up and can't cancel your account. They don't include any account number on the statements or billing notices they send, which seems intended to make it more difficult to resolve any billing issues or cancel the policy. (You can't register online without that account number, so canceling via their online site isn't an option.)When a representative finally answered, she said she didn't see any notes supporting a cancellation. We are requesting a refund of the last three charges to our checking account.The representative said she would cancel the service but would only refer the refund request to the "escalation team," where it would take 24 to 48 hours to respond.This is a horrible setup, aimed at the elderly. An expensive warranty/insurance that doesn't provide benefits and is purposefully difficult to deal with.

  Business Response

  Date: 05/29/2025

  Dear *********************** reviewed your account and would like to provide the following clarification:

  Your claim was not denied due to a refusal to provide coverage but was closed because the required documentation for reimbursement was never submitted. As outlined in the Terms & Conditions, reimbursement claims must include a detailed invoice and proof of payment. Instructions for using your own provider and submitting for reimbursement were emailed to you, but we did not receive any of the required documents.

  Additionally, we did not receive any notification that you were unable to access the customer portal. Had such a request been made, we would have gladly provided assistance and instructions to help you log in and complete the necessary steps.

  Regarding the charges on 11/12/24, 2/11/25, and 5/12/25: these were valid charges under an active policy. No cancellation request was received until 5/28/25, at which point your account was promptly canceled. All calls are recorded, and a review confirmed no prior cancellation request.

  While we do experience high call volumes in certain departments, this is not the case for general customer service. Our representatives are available to assist and can locate accounts using other identifying information, even without an account number.

  Per the Terms & Conditions, refunds are not issued for active coverage periods unless cancellation is requested prior to the billing date. Therefore, no refunds are due.

  We understand that this is not the outcome you were hoping for, but we have followed the terms of the plan and must remain consistent to be fair to all our customers.

   

  Sincerely,

  ARW Home

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23387972
  
  I am rejecting this response because:

  When I said on the phone in 2024 that I didn't want the warranty anymore, that was notice to cancel. This is poor customer service and they've done nothing to make it right. 

  I feel like it is a scam taking advantage of elderly people. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/29/2025

  Thank you for your response. We appreciate the opportunity to provide additional clarification.
  
  
  As part of our quality assurance practices, all customer service calls are recorded. After a thorough review of the recordings associated with your account, we found no indication that you requested to cancel your warranty during your 2024 phone conversations. As you mentioned about your claim, which was not denied because we did not want to provide coverage, it was instead closed because the required documentation for reimbursement was never submitted.
  
  
  We take your concerns seriously, particularly those regarding your experience with our service. ARW Home is committed to treating all customers with fairness and respect. We do not support or engage in any practices that take advantage of any individual, including seniors.
  
  
  We understand this may not be the resolution you were hoping for. However, we are obligated to follow the terms and conditions of the service agreement to ensure consistency and fairness for all our customers.

   

  Sincerely, 

  ARW Home

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23387972
  
  I am rejecting this response because:

  Terrible response. Neither the phone **** I spoke with nor the response to this BBB complaint make any effort to resolve my poor experience with this company. I could have purchased new appliances for what I've been overcharged. I hope people will read the numerous complaints about their lack of customer service here on the ******************** site and on the Consumer Affairs site: ******************************************************************************************************************** (where 45% of the *****+ reviews are 1 star). 

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

• Initial Complaint

  Date:05/22/2025

  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.

  This company will say anything to get you to sign up, then not follow through with their promises. Before I signed up, I asked the folks multiple times if my HVAC claims would be denied due to a lack of regular maintenance. I was assured that this company "doesn't disqualify for lack of annual maintenance". Yet this is EXACTLY what they denied my claim for. They lie and won't deliver. The customer service is deplorable (practically nonexistent). They took my co-pay for the claim they denied and said it's "nonrefundable" even though they lied to me during sign up. It may be a policy of theirs that the co-pay is non-refundable, but because they lied at sign up they SHOULD refund the money!!

  Business Response

  Date: 05/27/2025

  ********, 
  
  Thank you for taking the time to share your feedback. Were sorry to hear about your dissatisfaction and appreciate the opportunity to address your concerns.
  
  At ARW, we aim to provide clear and honest communication. Regarding your HVAC claim, the service provider reported several issues with the system, including:
  
  - A clogged air filter  
  - Clogged coils  
  - Cut wires  
  - Missing condenser fan motor and blade  
  
  These conditions indicate a lack of maintenance and cleaning, and unfortunately, our coverage does not extend to missing parts or damage resulting from neglect, as outlined in your service agreement.
  
  We understand you were told that lack of annual maintenance alone would not disqualify a claim. However, in this case, the extent of the systems condition exceeded that threshold and involved multiple uncovered issues.
  
  Additionally, the trade service fee is non-refundable, as it covers the cost of opening the claim, regardless of the claim outcome. This is a standard policy and is disclosed during the enrollment process.
  
  That said, we were pleased to be able to assist you with your heating claim, which required the replacement of the Direct Spark Ignition Control Module. Were glad we could support you with that repair.
  
  If you have any further questions or would like to speak with us directly, please dont hesitate to contact our Customer Relations Team at **************. Were here to help.
  
  
  Sincerely,  

  ARW Home

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23366731
  
  I am rejecting this response because:
  

  I was incredibly straightforward in my disclosure of the age of my unit and the lack of maintenance, when I first called your company. Your employee was completely dishonest (just to get me to sign up). I've had it with all these home warranty scams. A different home warranty provider sent someone to service my HVAC, and I don't know what the heck he did before that home warranty program denied the repair (for lack of annual maintenance). That must be the reason for the cut wires and missing part. But the bottom line is your company was dishonest. I'm sure you are aware that you have a deplorable consumer rating online, so I imagine one more complaint means nothing to you. Rest assured that I will utilize all social media avenues, in a campaign to warn the public about home warranty programs, why they should avoid them completely, and what they can do instead saving themselves hundreds of dollars in the long run and receiving much better service and quality of repairs. Good riddance! 
  

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

  Business Response

  Date: 05/28/2025

  We want to clarify that the denial was not based solely on a lack of annual maintenance. As you noted, the technicians findings included:

  A clogged air filter
  Clogged coils
  Cut wires
  A missing condenser fan motor and blade

  These issues go beyond routine maintenance concerns and fall under exclusions outlined in the terms and conditions of your service agreement. Based on these findings, the denial of the claim stands, as the conditions of the plan were applied appropriately.

  We understand this is not the outcome you were hoping for, and we regret any dissatisfaction this has caused. However, we must adhere to the terms of the agreement, which are designed to ensure fairness and consistency for all customers.

  If you have any further questions or would like to review your coverage in more detail, our customer service team is available to assist you at **************.

  Best regards,

  ARW Home

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23366731
  
  I am rejecting this response.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:05/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not want to renew with this company they do not cover the items they state that they cover, I cancelled renewal and the charged my credit card *******. I told them it was not to be renewed I sold my home, ******, said I would receive the refund ******* 7-10 business days but I only was credited ******. I want the full amount refunded back to my credit card.Thank You,***** ****

  Business Response

  Date: 05/20/2025

  Dear Ms. ***************** you for your feedback. We appreciate the opportunity to address your concerns regarding your recent cancellation and refund request.

  After a thorough review of your account and all recent recorded calls, we can confirm that there is no record of you requesting not to renew your plan. In fact, on May 2, 2025, a claim was submitted under your account, and the following day, you contacted us to cancel the plan. At no point during these interactions did you mention that you had sold your home or that you did not wish to renew your coverage.

  Despite this, we processed a partial refund. The amount refunded reflects the total paid minus the standard cancellation fee, which is outlined in the Terms and Conditions of your plan. This fee is non-refundable and applies to all cancellations.

  We understand that this may not be the outcome you were hoping for, but we hope this explanation provides clarity. 

  Sincerely, 

  ARW Home

  Customer Answer

  Date: 05/30/2025

  I sold my home and did not want to renew they charged my card and I want a full refund of ******* on my credit card, Thank You!  ***** Nash 

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23354787
  
  I am rejecting this response because:

  I sold my home and did not want to renew they charged my card and I want a full refund of ******* on my credit card, Thank You!  ***** Nash 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 05/30/2025

  We understand this is not the outcome you were hoping for; however, as previously explained, the cancellation fee is non-refundable and applies uniformly to all cancellations in accordance with the terms of the plan.

  Sincerely, 

  ARW Home

• Initial Complaint

  Date:05/06/2025

  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.

  Spoke to their sales department and the ***resentative told me what a great company they are so I signed up. They deducted my first months payment out of my checking account immediately and sent me a confirmation that my policy would start in 30 days. What they didnt tell me before signed up was that if I have any claims within the first year theyre real low maximum on the benefits. I called to acquire on this and the ***resentative me that every year your limits go up, I asked how high and she said whatever they decided to raise them to. At this point, I decided I dont wanna be insured this company that they lied to me to start with so I asked to cancel my account and send me a refund. Then ***resentative tells they cant issue a refund for at least 30 days or more. I told him I was gonna ***ort it to the Better Business Bureau and I was gonna go on social media and she hung up. Two later I get a phone call from the same *** who said she talked to her supervisor and I was gonna have an immediate refund and that she would send me a confirmation of my Cancellation. I have never gotten a cancellation acknowledgment and my refund did not come in. This company is just a rip off. Im a seniorand I hate to be taking advantage of.

  Business Response

  Date: 05/07/2025

  *****, 
  
  
  All of our calls are recorded for quality assurance, and both the sales call and the customer service call have been reviewed. We found no evidence of a hang-up or any misinformation. You were informed that you have 30 days to review the policy, and if you see something you do not like, you can cancel and receive a refund.
  
  
  Since you paid with a checking account, we need the payment to clear before issuing a refund. This process can take 10 to 14 business days, and it is beyond our control. Your policy has been canceled, and once the payment clears, a check for $84.98 will be mailed to the address on file.
  
  
  We strive for transparency and regret any misunderstanding.
  
  
  Thank you for your feedback.
  
  
  Sincerely, 
  
  
  ARW Home

  Customer Answer

  Date: 05/07/2025

  I received my refund today, but I did not get a confirmation of my cancellation of my contract. I stand by my statement that this company is a rip off.

  Customer Answer

  Date: 05/08/2025

   
  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.
  I hope I get a refund like promised, but I did not count on it because of the integrity of your company. I hope no other senior citizens get roped into thinking they have full coverage when you only give them a 10th of the coverage the first year. Stay clear folks theres other companies much better than this one. 
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:04/22/2025

  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.

  Good morning, I purchased my home on July 9, 2025. Included in the purchase was a one year home warranty through ARW. I filed a claim in December 2025 for my furnace. The tech ARW sent out to my home smelled of marijuana, barely looked at the furnace, and never filed a report. I was forced to hire my own contractor and deal with the ARW paperwork. I finally received an unsatisfactory settlement.On Monday, April 21, 2025, my hot water heater failed and flooded my basement. I called the same company that addressed my heating issues. Since Monday was a state holiday in ************* and the hot water heater failure was not discovered until late afternoon, I called ARW first thing this morning, April 22, 2025 to file a claim. ARW has refused to process the claim on the basis that I called a plumber before contacting them.I first spoke with ******* who agreed that my actions were completely reasonable, but refused to process my claim. I was later transferred to *******, then ****** who both refused to process my claim because I called the plumber before calling ARW.According to the policy, I am entitled to reimbursement of up to $1,500.00 for failure of a water heater. Due to the emergency situation, my actions were completely reasonable. I called a plumber and immediately got to work to get the water out of my basement. The situation was not resolved until well after dark. I called the warranty company first thing this morning to file my claim. I expect ARW to consider the emergency and my very reasonable actions and honor the claim.

  Business Response

  Date: 04/22/2025

  Thank you for bringing this matter to our attention, ******. We understand your frustration and would like to address your concerns regarding your recent claims.

  
  Regarding your furnace claim filed in December 2025, we submitted a complaint on your behalf on January 2, 2025. Before we could assign a new service provider, you requested to use your own contractor, which was approved. The outcome of your claim was in line with the terms and conditions, as explained to you on January 22, 2025.

  
  For your recent hot water heater claim, we acknowledge the emergency situation you faced on April 21, 2025. However, according to the terms and conditions of your plan, you must provide notice of failure and pay the trade service fee before any repairs are completed. ARW Home's claims department is accessible 24 hours a day, 7 days a week, to report failures via our online portal (*****************************************) or via the **** which allows you to report the failure prior to securing your own service technician. After a thorough review, the denial of your claim has been found to be consistent with the coverage outlined in the plan you enrolled in. As such, reimbursement is not applicable in this case.

  
  We understand that emergencies can be stressful, and we strive to provide the best possible service to our customers.

  
  Sincerely,

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

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23235291
  
  I am rejecting this response because:

  I referenced the December 2024 claim to demonstrate the history. ARW in the very recent past has demonstrated that they will pay a claim using a privately retained contractor. 
  

  On the basis of this precedent, I hired the same company that intimately took care of my heating issues to replace the failed hot water heater. I gave them the form that was provided by *** in December to complete. I also contacted ARW immediately during business hours. My actions were reasonable and supported by precedent. *** should pay my claim. I agree to pay the ARW fee associated with a claim. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/05/2025

  ******,

  Thank you for your feedback. While we acknowledge the December 2024 claim, our policy requires claims to be opened before any services are rendered, as stated in Section E, Numbers 2, 3, and 4 of your plan. The claim on December 16, 2024, met this requirement, but the claim filed on April 22, 2025, did not. Therefore, the denial of your claim stands.

  
  We understand this is not the outcome you hoped for, but we must adhere to the plan's terms to ensure fairness for all customers.

  
  Thank you for your understanding.

  
  Sincerely,

  ARW Home