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:12/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been waiting nearly three weeks for ARW to approve a claim on my water heater. Every time I follow up on it Im told that its being escalated and there is nothing else they can do. My family been without hot water this entire time.

  Business Response

  Date: 01/04/2024

  Hi ********,

  Thank you for sharing your concerns with us. After reviewing your account, we found that there were some delays in resolving your claim. We apologize for any inconvenience caused and, as we communicated previously during our telephone conversation, we launched an investigation to prevent such delays from happening again. 

  We understand that the delay caused inconvenience to you and your family, and we regret that we could not resolve your issue sooner. We hope that the amended buyout amount is more satisfactory for you. 

  As a goodwill gesture, we would like to offer you an upgrade to a plan that offers higher limits of liability at no additional cost. If you are interested in this offer, please contact us at **************************************** We are confident that an upgraded plan will better suit your needs.  

  Sincerely,  
  ARW Home 

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American Residential Warranty is a scam. If you want to purchase the "warranty" they are ready and willing to help within minutes. I attempted to finally use the warranty for my dryer and upon calling and waiting an hour on hold, they quickly concluded that they will not send anyone to diagnose my dryer, it has to be broken. I don't know the parts that are broken that I need to replace. That is why I purchased a warranty service! I decided to hangup the call and cancel the service. Then the hold time is 2+ hours. I held for the entire two hours and the system said "10 minutes left to wait" and when it got to 2 minutes it shot back to two hours. I waited another two hours and it hung up. Their website shows NOTHING about canceling service but if I want to purchase additional protections or change my card on file, they are ready to serve on the website and on the phone. I called back (waited another hour) and talked to a person asking to cancel the warranty and she said I need to be transferred to another department that handles cancellation. That department is the department that didn't answer after four hours of waiting previously. So okay, I called and waited. Someone answered and eventually said I was transferred to the wrong department to which I held for 2 hours AGAIN and hung up.

  Business Response

  Date: 01/02/2024

  Hello *****,  

  Thank you for contacting us about your recent experience. We apologize for any inconvenience caused by our agent's mistake in failing to assist you properly. We have taken appropriate measures to ensure that this does not happen again.  

  We tried to follow up with you to help you open your claim, but we understand that you were not interested in doing so at that time. If you still want to open the claim, please feel free to contact us at **************************************** and we will be happy to help you.  

  We value your opinion and want to make things right for you. Thank you for bringing this to our attention. 

  
  Sincerely,  
  ARW Home 

  
  

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************************* Customer id: *************************************** ****************.Liberty twp. OH ***** The first time I renewed was on 12/3/2022 and paid 799 dollars for 1 YEARS. File a claim on 11/27/2023 for water heater and took 75 dollars automatically. Technician from ARW network came on 11/30 and inspected the water heater tank. He told me This entire unit needs to be replaced. Cannot be repaired. Technician from their network told me, it cost around $2600.00. I waited 1 week, called them but they keep on saying we didnt get inspection report from technician.So, I ended up hiring AA plumbing and AA PLUMBING replaced the water tank. And I paid $**** ON 12/6/2023 from my pocket. Attached is the invoice. 1.THEY SUPPOSED TO REFUND my money charged for my AA plumbing, but they said, they will only cover $300 and technician from their network charged 185 dollars so I will get only 116 dollars. I didnt see anywhere in the policy that says it covers only $300. Attached is the policy. 1.They renewed the new policy on 12/1/2023 and charged me 919 dollars. They dont allow me to cancel ARW policy because I have an existing claim. They were supposed to return 824 dollars to my bank account.Im expecting **** plus 824= **** dollars.

  Business Response

  Date: 12/19/2023

  Hello Tika, 
  
  We appreciate you reaching out to us about your concerns. We have reviewed your account and apologize for the delay in processing your claim. The buyout offer that you have received is the remaining amount of the Limit of Liability for this claim. You were sent the Declaration of Coverage along with the terms and conditions of the program. Please take a look at the original email where you obtained the documents you included with this complaint, and you will find a link to view the Declaration of Coverage page. This page will show you the Limit of Liability for the covered items. 
  
  We understand that this may not be the response you were hoping for, but we have followed the terms of the plan as outlined in the attached Terms & Conditions. Your account is currently in the cancellation process, and we will process the buyout that you have accepted. Once that has been finalized, your account will be completely canceled. 
  
  We would like to inform you that we now offer new plans with a higher limit of liability for all of your appliances at a similar cost to what you are currently paying. If you are interested in learning more about the new plans and the benefits of switching, please reach out to us at *************************************** and we will be happy to review the new plans with you.  
  
  Thank you for your patience and understanding. 
  
  Regards,  
  ARW Home 

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21025512
  
  I am rejecting this response because: ARW Home said buyout offer is 116 dollars only. I read the declaration of coverage, and I didn't see coverage for water heater is 300 dollars for older than 10 years water tank. 

  ARW also took ***** dollars for 6 months without my permission. I didn't mention in my original claim. i should get ***** time 6 = ****** dollars as well. 

  ARW didn't return my 919 dollars which was taken from my bank account on ************ called in 12/6/2023 to cancel my policy with ARW but they deny canceling they policy. ARW, please return my money as soon as possible. 

   

  I called ARW on a daily basis and keep on saying sorry for the delay.  

   

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

  Business Response

  Date: 12/27/2023

  Hello Tika, 
  
  We have completed our review of your claim and we have decided to reimburse you for the automatic renewals of both the yearly plan and the electronics plan. Please allow 7 to 10 business days for these refunds to process.  In addition, we have sent out check #**** in the amount of $115, which is the remaining limit of liability for the water heater claim. We have included the section of the Declaration of Coverage page that shows the Limit of Liability with this response and have also emailed it to you for review.  
  

  Thank you and best wishes,
  

  ARW Home

  Customer Answer

  Date: 12/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A new claim for my water heater was filed 11/30/23 with ARW. A work order was sent by ARW and received by Premier ******** who in turn scheduled an appointment for Tuesday 12/5/23. Premier, the service provider came and looked at my water heater stating that the water heater could not be repaired but had to be replaced. They said paperwork would be completed and uploaded to ARW for approval so they could complete the work. The paperwork was uploaded Wednesday 12/6/23 per Premier and received 12/7/23 per call to ARW customer service agent called on Friday 12/8/23 will be processed in 24 to 48 business days. Waiting for the process 3 business days, Tuesday 12/12/23 another call was made to check claim status again but this time customer service agent stated that emails had been sent to the service provider, Premier for additonal information. The same day I called Premier and was told the only email they rec'd was payment for intial assessment and called ARW with this info. After talking to ARW again I was told my claim would be expedited to the department and management for a reply but no reply has been received on my claim. I am a 70 year old woman caring for my 87 year old mother in my home and desperately needing assistance. At least have the decency to reply instead of ignoring my problem. I have paid the monthly payments and service charge before the time of service as agreed in the contract for covered services. Maybe this terrible incident has created a problem with this business between us but I assure you that I had no idea this would happen. I believed your company was honest and reliable. At my age you look for companies you could work with and not move around, but I do look for good service. Just let me know about this claim and what is expected of me because it is not right to keep me and my mother waiting for Hot Water. I did learn one thing already from your company. ALWAYS CHECK BBB FOR THE BUSINESS YOU ARE INTERESTED!!!!!

  Business Response

  Date: 12/27/2023

  Hi ********,
  
  Thank you for reaching out to us and for accepting our calls since your escalation. We are pleased to hear that your water heater claim has been resolved with a replacement. We apologize for the delays and inconvenience caused to you during the process. We are also happy to have assisted you with your new plumbing claim, and we assure you of our continued support for all your warranty needs.
  
  Sincerely,
  ARW Home

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 16th we filed a washing machine claim with ARW. The washer was smoking and pices of burned rubber were flying off during the spin cycle. I paid the $75 fee to get someone assigned to the claim. The man came out and diagnosed the problem and said he would have to order the part. We called the repair company repeatedly and ask about the arrival of the part. We always got the runaround. So on December 8th-nearly 2 months after the claim was filed my husband called ARW and spoke with ****. He asked about what could be done about the runaround we were getting from the repairman. **** looked up the claim and the repairman had marked the claim complete on ***** and said there was no issue. **Now keep in mind my washer was smoking and rubber pieces were coming off in the spin cycle. ** So ARW sent a scammer to my house to "fix" the washer. Meanwhile I am carrying dirty laundry all over town to wash my clothes for nearly 2 months. Also, I must add that we paid extra in our warranty to cover our washer and dryer specifically. So, my husband in talking to **** on Dec 8th asked to have someone call him back so that we could move forward with buying a new washer. NO ONE EVER called!!! So we went and bought a new washer on that Friday. ARW is saying because I didn't get prior authorization that they will not reimburse me for the washer. I waited 2 months-dealing with a scam artist that they sent to my house that closed the case and never ordered the part to fix my washer. Also, the fact that the case was closed and I never once received an email or phone call asking if I was satisfied with the repair.... ? I would have never known I got scammed from the reapairman if I hadn't called to find out what to do next. The repairman that they sent has multiple reviews online stating the very same issue as I had with him.

  Business Response

  Date: 12/14/2023

  Hello ******,  

  Thank you for contacting us regarding your washer claim. We have investigated the matter and determined that the technician assigned to the repair removed something hard from the motor and then tested the unit. The technician found that the washer was functioning properly with no noise, and as a result, the claim was closed as resolved.  

  Please be aware that based on our terms and conditions and in accordance with Section E -7, if the work performed by our service contractors under this Service Plan fails, we will make the additional necessary repairs for no additional Service Call Fee for a period of 30 days.  Unfortunately, we did not receive any communication from you within the specified time frame regarding the continuing issue with the washer.  When your husband contacted us on December 8th, our claims agent explained that a new claim would need to be created to provide further assistance, which he refused to do and stated that he would purchase a new washer instead. Our representative explained that he could not prevent your husband from replacing the unit, but a new claim would be necessary for further assistance.  

  On December 12th, we received your request for reimbursement. Unfortunately, because a new claim was not opened on December 8th, the claim was denied as per Section E -3 of the program's terms and conditions. We will not pay for any services or parts provided without our prior authorization.

  We understand that this may not be the outcome you were hoping for, but we must follow the terms and conditions of the plan. We apologize for any inconvenience this may have caused you. 
  

  Sincerely,  

  ARW Home 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20996124
  
  I am rejecting this response because: The technician never removed anything hard from the motor of my washer.  In fact here is the reply from them....."We made this service calll as a *** GE Warranty. When arriving at customers home the problem didn't exist as was her complaint to GE ***. We did however find that the front door gasket was bad. We have ordered the gasket thru *** an GE as our warranty requires. The part has been back ordered an we cant do anything about this until we receive the part. I have advised the customer numerous times as to this. We will install gasket when we receive it. Thanks ***********************"

  There was no mention of something hard being removed from the motor.  They admit above that there was a part ordered and backordered (according to them) so how could the claim have been closed on October 19th??  I didn't reply within 30 days because IT WAS NEVER FIXED.  I was still waiting on the scammer you sent to my house to repair it.  The washer was smoking-filling the whole drum with smoke and rubber pieces flying off.  It was not usable!!  You and your scam repairman need to get your stories straight.  When my husband called on December 8th, he was told that someone in the escalation department would call him back.  I have yet to receive ONE phone call from anyone about this issue.  I waited 2 months thinking that it was going to get fixed just to find out the claim was closed.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/22/2023

  Hi ******, 
  
  Thank you for sharing your communication with the technician regarding your claim. We have decided to go ahead and process a buyout for your claim. We will use the remaining limit of liability available to process a buyout for $400, which we will mail to the account address on file. To ensure we have the correct information, please email us the name of the check that should be made out and the account address for verification purposes. Please send this information to ***************************************. Once we have received the required information, we will issue the check within 7 to 10 business days. We hope that this resolution will be satisfactory for you.
  

  Sincerely,  
  ARW Home 

  Customer Answer

  Date: 12/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have sent the info you requested to the email you listed but I am including it here as well.

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

  964 *******

  ***************, ** 75482

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

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired ARW to cover my home appliances They promise customers 24 to 48 to address ************. Ive been waiting over a week. They tell u that they are waiting for the contractor. They are so unprofessional. They take your deposit but ignore ************. Each day another excuse. Dont buy this warranty service. Terrible results.

  Business Response

  Date: 12/12/2023

  Hello *******, 

  Thank you for taking the time to contact us regarding your concerns. We apologize for the delay you experienced with your claim. We have noticed that your claim has been resolved, and it is now pending your decision to continue with the repairs or accept a buyout. Please let us know your decision by emailing us at ***************************************, and we will have a claims manager follow up with you promptly.  
  

  Sincerely,  
  ARW Home  

  Customer Answer

  Date: 12/17/2023

   
  Complaint: 20981502
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Due to the fact that the issue is still not resolved. Still have NO hot water. And no technician has made any attempt to show. Had an appt for yesterday and they were a no show again. This warranty company is handling this issue terribly. Ive been waiting 7 weeks for a 24 hour repair. Still not resolved to completion. 

  Business Response

  Date: 12/21/2023

  Hi *******, 

  After reaching out to our service provider, they confirmed replacing the unit on Monday, December 18, 2023, and informed you that they needed to order a part to complete the installation.  He ordered the part with next-day delivery so that he could complete the installation the following day, otherwise he will complete the installation on December 20th if the part did not arrive on time.  We understand that you experienced unfortunate delays in resolving this claim,  and we working diligently in providing you with the best customer experience.
  
  Regards,  
  ARW Home 

  
  

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20981502
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

   

  The work as you can see is incomplete. I cannot wait until Christmas to get this done. Im going to have to pay out of pocket to get this complete this weekend. The current technician does not have experience/skills to address this piping problem. He tried but he really doesnt know what to do to assure the problem is fixed. He is guessing.  I have  requested to have another company that has the skills to install this to completion. And ARW has refused to send someone to fix the issue. This has been going on for about a month no hot water. It is affecting my business and family gatherings for the Holiday.  I normally have holiday functions for my clients and partners. Ive had to reschedule and pay other venues. Im asking ARW for a refund of atleast the **** deposit that my office paid for this install. This will recover some of the expenses that this has caused.  As well as the 100 out of pocket deductible. This has been an huge inconvenience to my company and ARW is 100% responsible for these delays. They took my money and sent a technician that lacks the skills to perform the job thats fraud.   I feel like this company as well ARW has been fraudulent in this situation. They made me pay for services they obviously cant provide.  They took money from my account and did not deliver the service as promised. 

  Customer Answer

  Date: 12/21/2023

  
  Complaint: 20981502
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************
  
  
  The work as you can see is incomplete. I cannot wait until Christmas to get this done. Im going to have to pay out of pocket to get this complete this weekend. The current technician does not have experience/skills to address this piping problem. He tried but he really doesnt know what to do to assure the problem is fixed. He is guessing.  I have  requested to have another company that has the skills to install this to completion. And ARW has refused to send someone to fix the issue. This has been going on for about a month no hot water. It is affecting my business and family gatherings for the Holiday.  I normally have holiday functions for my clients and partners. Ive had to reschedule and pay other venues. Im asking ARW for a refund of atleast the **** deposit that my office paid for this install. This will recover some of the expenses that this has caused.  As well as the 100 out of pocket deductible. This has been an huge inconvenience to my company and ARW is 100% responsible for these delays. They took my money and sent a technician that lacks the skills to perform the job thats fraud.   I feel like this company as well ARW has been fraudulent in this situation. They made me pay for services they obviously cant provide.  They took money from my account and did not deliver the service as promised. 

  Customer Answer

  Date: 12/21/2023

  
  Complaint: 20981502
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************
  
  
  The work as you can see is incomplete. I cannot wait until Christmas to get this done. Im going to have to pay out of pocket to get this complete this weekend. The current technician does not have experience/skills to address this piping problem. He tried but he really doesnt know what to do to assure the problem is fixed. He is guessing.  I have  requested to have another company that has the skills to install this to completion. And ARW has refused to send someone to fix the issue. This has been going on for about a month no hot water. It is affecting my business and family gatherings for the Holiday.  I normally have holiday functions for my clients and partners. Ive had to reschedule and pay other venues. Im asking ARW for a refund of atleast the **** deposit that my office paid for this install. This will recover some of the expenses that this has caused.  As well as the 100 out of pocket deductible. This has been an huge inconvenience to my company and ARW is 100% responsible for these delays. They took my money and sent a technician that lacks the skills to perform the job thats fraud.   I feel like this company as well ARW has been fraudulent in this situation. They made me pay for services they obviously cant provide.  They took money from my account and did not deliver the service as promised. 

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I too have been trying to cancel my policy and have been on hold 3 times for over 30 minutes and then disconnected. This is completely exemplary of how it is to do business with this company on every level. You can't cancel on-line, you can't remove your credit card. This should be simple transaction. I just want it canceled so I can move on to a company provides support of it's customers.

  Business Response

  Date: 12/07/2023

  Hello *******,  

  Thank you for speaking with us yesterday. We want you to know that at ARW Home, we are dedicated to providing excellent service. We apologize for any delays you may have experienced, and we want to assure you that we take our customers' satisfaction very seriously. Your feedback is important to us, so please don't hesitate to contact us at *************************************** if you have any questions or concerns.  
  

  Sincerely, 
  ARW Home 

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Amercian Residential Warranty has not paid any of my claims. It is also impossible to call them to cancel my home warranty.

  Business Response

  Date: 12/07/2023

  Hello ******,

  Thank you for sharing your experience with us. We understand that you are concerned about your account, and we have taken immediate action to investigate the matter. After reviewing our records, we found that the only claim filed in 2023 was for a refrigerator on April 4. During the inspection, the technician discovered evidence of pest infestation. As per our service agreement, the technician's findings fall under the exclusions mentioned in section D of the agreement, which includes damages caused by pets, pest infestation, or chemical exposure that affects the proper operation of a Covered Product. We explained this to you and unfortunately, we did not receive any proof of resolving the infestation. As per your request per your conversation with one of our representatives, we have canceled your account. We are sorry that we could not meet your expectations, but we acted according to the plan's terms and conditions. 
  

  Regards,  
  ARW Home 

• Initial Complaint

  Date:12/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company American Residential Warranty will not answer phones, I have waited for over an hour to cancel this Warranty, I have called the person who signed me up. His name is *************************** his number is **********. I waited for over an hour yesterday 12-4-23 this morning was the same thing. They refuse to answer. I just want to cancel this service, I hope you can help. Thank You, *********************

  Business Response

  Date: 12/08/2023

  Hello *****, 

  We appreciate you taking the time to speak with us today. We would like to inform you that you are eligible for a full refund since you are within the 30-day Money Back Guarantee. We apologize for the delay you experienced while trying to reach our customer service team. We have been receiving a higher call volume recently, which has caused some longer than usual wait times. We are glad that you were able to speak with ******, and we want you to know that we are committed to providing excellent service. If you ever need a new warranty company, we hope you will give us another chance to serve you. If you have any further questions or concerns, please feel free to contact us at ***************************************.

  As per your conversation with one of our representatives, we have canceled your account, as requested. 
  

  Sincerely,  
  ARW Home 

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20960978
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 12/11/2023

  All I want from this Company is a full refund!!!

  Business Response

  Date: 12/12/2023

  *****, 

  Your account was canceled, and your refund was processed. Please feel free to reach out to us if you have any further concerns.

  Regards,

  ARW Home

• Initial Complaint

  Date:12/01/2023

  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.

  I called old republic to renew my plan, the agent talked to me about prices, I have been using old republic for ten years, due to finances I haven't been able to renew the last two years, so I said wow you guys have gone ** in ********** just said yes, the calls are all recorded, I paid for contract & assuming it was old republic, he never mentioned anything when I said I was with them for 10 yrs, so I didn't receive a email or anything in mail, old republic always mails out contract right away, so I called MasterCard and ask them about the transaction Nov 2nd and they said it wad American residential Insurance, I have never heard of them, so i called them and it took forever to get someone on the phone, i explanted to them i was not informed of this company, i assumed i ead talking to old republic to renew my contract, so they said it takes 30 days to use the contract which I thought was strange but maybe they just changed their contract, so I asked to cancel it due to this crazy mix up, and she tried to get me to stay with their service, I said no i just want refund, she said that it would be prorated ! I asked how can it be prorated when it's not even active until 30 days, so finally I didn't want to argue with her anymore , I already been on phone an hour trying to resolve this issue, so I asked how much is prorated? She would not telle, just said it would take 7 to 10 days to get refund&:after she heard the recording of the original call, I said that's fine, I just wanted simple cancel for the contract because I thought I was old republic warranty, why would I use a company I never heard of when I've been with old republic for so many years, I don't think I should even be prorated , when they listen to recording they will know I was assuming I was talking to old republic, I wanted to renew my contract, I have never even heard of this company, please listen to recording of both calls, it's so unprofessional the way they handled a simple cancelation! Thanks,

  Business Response

  Date: 12/04/2023

  Hello *****,  

  
  Thank you for speaking with us today. We appreciate your time and would like to inform you that, as discussed during our conversation, we have launched an investigation into your case. Our investigation is still ongoing, but we are pleased to inform you that you are eligible for a full refund since you are within the 30-day Money Back Guarantee. The refund will be credited back to the card you provided at the time of the sale. Our accounting team has already processed the refund request, and depending on your financial institution, it may take 24 to 48 hours for the payment to show ** in your account. 

  
  We apologize for any inconvenience you may have experienced and would like to assure you that we take our customers' satisfaction very seriously at ARW Home. We value your feedback and have put in a request for the call recordings to be pulled so that we can address any issues with our representatives. 

  
  Please know that we are committed to providing excellent service, and we apologize for falling short in this instance. We hope you will give us another chance to serve you better if you ever need a new warranty company. Please feel free to contact us at *************************************** if you have any further questions or concerns. 

  
  Best regards, 
  ARW Home