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:04/19/2025

  Type:Delivery 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 April 18, 2025, I received a letter from this company with no identifying information (name, address.) I called the ************ number to find out who is sending me unsolicited ads when I am on a "Do Not Contact List." The person told me the company name and then when I asked questions about why I received the letter, the *** hung up.Not only is this unprofessional, but this company should receive consequences for their actions, or they will not stop doing this to others. They should be fined.If I receive anymore letters, I will find an agency who will provide enforcement.

  Business Response

  Date: 04/22/2025

  Thank you for bringing this matter to our attention. We apologize for any inconvenience you have experienced.
  
  
  We have reviewed your complaint regarding the unsolicited letter you received on April 18, 2025, and the subsequent interaction with our representative. We understand your frustration and are committed to addressing your concerns.
  
  
  Please be assured that your contact information has been added to our "Do Not Contact" list. We regret any unprofessional behavior you encountered and will take appropriate measures to ensure this does not happen again.
  
  
  If you have any further questions or need additional assistance, please do not hesitate to contact us.
  
  
  Sincerely,
  ARW Home 

  Customer Answer

  Date: 04/25/2025

   
  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,
  
  ******** Fine

• Initial Complaint

  Date:04/18/2025

  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.

  It was a bitter winter day with temps not breaking the teens when we woke up to no heat. I immediately called our home warranty company, ARW, and requested emergency service. They assured me theyd get on it right away. A few hours passed, and when I called back, they had just identified a vendorthough there was no ***. They said it could take up to 48 ******** the meantime, I was making arrangements for my wife, our four boys, and our four pets to stay elsewhere while I stayed behind to monitor the house and prevent frozen pipes.When I was told again there was no clear ***, I brought in my own trusted HVAC technician. He quickly diagnosed a mechanical failure in the heat exchanger and found CO2 levels rising to dangerous levels. The furnace was beyond repair and had to be replaced immediatelyfor the safety of my family and the home.I submitted all the required paperwork for my claim through ARW, but they pushed back, saying I hadnt provided enough information. They combed through everything looking for any reason to deny the $1,000 claim on a $6,000 replacement. Ive spent countless hours on the phone trying to resolve this, but their customer service has been frustratingly unhelpful.Since they essentially told me good luck with any further action, I figured Id at least share my experience so others can be aware. If I dont get the claim, finebut people should know what theyre walking into with this company.Thanks for reading.

  Business Response

  Date: 04/21/2025

  ***********, thank you for sharing your experience with us. We understand how stressful it must have been to deal with a heating issue during such cold weather, especially with your family and pets involved.
  
  
  We have been actively trying to resolve your claim. As we have previously explained, we need the specific cause of failure, which was not included in the documents you attached. The form was labeled as "other" for the cause of failure, and we require this information to determine whether the failure is covered under your plan. Without this crucial piece of information, we cannot proceed with the claim.
  
  
  You opened the claim on 1/21/25, and on the same day, before we could assign a licensed and insured service provider, you requested to use your own technician. The timeline of 24 to **************************************************************** most cases, we are able to assign one within the same day, provided we are given the opportunity to do so.
  
  
  We are committed to assisting you and resolving this matter. Please provide the necessary information regarding the cause of failure so we can move forward with your claim.
  
  
  Sincerely,
  
  
  ARW Home 

• Initial Complaint

  Date:04/16/2025

  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.

  Got a home warrenty with the purchase of my home and only had for a year. Filed a claim 1 month before policy ended and they are still refusing to pay for claim.

  Business Response

  Date: 04/21/2025

  *****,we understand your frustration regarding your claim's initial denial. As we previously informed you, the denial has been overturned after a thorough review by our escalations team.

  The decision to overturn the denial was based on the findings from our investigation, which confirmed that the requested information was submitted within the allowed timeframe before the renewal of your plan. We want to clarify that posting reviews online did not influence this decision; it was solely based on the merits of the investigation.

  Additionally, we have processed your reimbursement via ****** on 4/18/25.

  We are happy that we could assist with your claim and resolve this issue to your satisfaction. Please do not hesitate to contact us if you have any further questions or need additional assistance.

  Sincerely, 

  ARW Home

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called on 3/26/2035 to make a claim on my ** refrigerator. Tec came out to see problem, it cost $100 for service.He call ARW with info on what part needed replacement. Today is 4/6/2025. It is still in claims department.Its been 12 days no one has gotten back to us. We are without frig. Ive made 15 payments to them, never late.Every time I call they say another 48 hrs.This has Been 3 times already. I just want my frig. fixed. The part is about $1000. I have paid to them $975 sense Ive been with them, plus $100 for service call.

  Business Response

  Date: 04/08/2025

  Hi *******,
  
  Thank you for bringing this matter to our attention.
  
  Upon reviewing your case, we found that the only delays were due to the two days we attempted to reach you without success for more information. Our records show that you accepted the claim outcome on April 7, and the claim has been closed.
  
  Here is the timeline of your claim:

  Claim opened on 3/27/25.
  Estimate received on 4/1/25.
  We attempted to reach you unsuccessfully from 4/1 through 4/2/25 as we required additional information from you.
  We received a response from you on 4/3/25 and based on your response, the claim was reviewed on 4/4/25 and finalized on 4/7/25, at which time we contacted you with the outcome.

  The timeline does not support the delays complaint made, as this claim was resolved in a fair and timely manner. Please note that all of our calls are recorded for quality assurance.
  
  Thank you for your understanding.
  
  Sincerely,
  ARW **************** Team

  
  

• Initial Complaint

  Date:03/28/2025

  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.

  I want a full and complete refund for placing me under emotional duress. I contacted customer service on ********, *******, and she refused to cancel my services and continued to ignore my request after several times of telling her I would like to cancel the policy. This has caused me undue emotional damage over a simple process. She then refused to connect me to a supervisor after asking several times. The website does not allow the customer the ability to cancel policy online. So customers are forced to call in to speak with customer service representative and then the customer service representative is not properly trained to cancel the service or is intentionally trained to make a customer more irrational and refuse to cancel the policy for a customer. Either way, the company needs a better process in place to allow the cancelation of a policy to be efficient, effective with no duress to the customer. This was bad service and no real assistance when appliances are not working. The whole company needs to be investigated to make sure they are have the right process in place, up to date service is for the customers online, and not illegally retaining customers against their will. Pull the call today associated with my account number and review the call handling process.

  Business Response

  Date: 03/31/2025

  ******, 
  
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you experienced during your recent interaction with our customer service.
  
  
  After a thorough review of the call recordings from 03.28.25, we immediately addressed the issue with the agent involved. We are committed to ensuring that our customers receive respectful and efficient service.
  
  
  We will also issue a prorated refund for the unused portion of your plan using the payment method on file. This refund should be reflected in your account in 3 to 5 business days.
  
  
  We understand the importance of having a straightforward and stress-free process for canceling services. Your feedback is invaluable, and we are actively improving our procedures to better serve our customers.
  
  
  If you have any more concerns or questions, please don't hesitate to contact us directly.
  
  
  Sincerely,
  
  
  ARW Home

  Customer Answer

  Date: 03/31/2025

   
  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:03/25/2025

  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 had a membership with ARW for my home appliances. In July 2024 I put in a service request for my washing machine which ARW was not able to fulfill. I called and expressed my dissatisfaction due to this company not being able to render the services anytime that I had a problem. At that time I requested a refund of the $125 that I had to pay for the deductible for the service request in addition I asked them to cancel my membership and to refund me the monthly membership fee that they had just took out of my bank account. The *** at that time said they would cancel my account and refund me the deductible but could not refund me the monthly fee. I requested to speak with a supervisor in which I did. The supervisor asked why I wanted to cancel and I explained my dissatisfaction with this company never being able to fulfill the services. At that time he told me he would cancel and refund me my money but he would look into what has been going on because I have been a long standing customer. I received the refund on 125 but never for the monthly fee nor did I hear back from the supervisor so I left this matter alone. After looking at my online banking yesterday 3/24/25 I saw a charge from ARW for $75.97 & looked further into my account and saw that this company has continued to charge my account every month since August 2024 for $75.97. I called ARW and spoke with a *** and explained that they have been charging my account and I canceled back in August 2024. The *** said she saw the request to cancel but it was NOT canceled and she would have to expedite this to a supervisor but there was not someone available at the time to speak with. I received a call from a supervisor today named ****** who said he could only refund me for this present month. I have filed a dispute with my bank as well. I would like for this company to review all calls and refund my bank account and cancel any further business between us. I will take this matter to court if required.

  Business Response

  Date: 03/27/2025

  *****,
  
  
  Thank you for bringing this matter to our attention. We understand your frustration and apologize for any inconvenience caused.
  
  
  Upon reviewing your account, we found that the agent you spoke with in July 2024 fulfilled what was discussed. Your account remained open as agreed so that the agent could look into what transpired, and no further request to cancel was received. You were offered a refund of the $125 deductible, which you received. However, the monthly membership fee could not be refunded at that time.
  
  
  When you noticed the continued charges in March 2025, you were offered a refund for the most recent payment as a courtesy, which you declined. We have canceled your account, and no further payments will be withdrawn.
  
  
  We appreciate your long-standing relationship and regret not meeting your expectations. 
  
  
  Sincerely,
  
  ARW Home

  Customer Answer

  Date: 03/29/2025

   

   Complaint: 23114401
  
  I am rejecting this response because:

  I did not in any way agree to have my account remain open. I requested that my account be closed and for my money to be refunded. I never agreed to keep my account open. The supervisor that I spoke with said he would refund me my money and he would be looking into why this situation happened in the first place.  I NEVER agreed to have this account remain open as i was not satisfied with thw company or service.  In addition the supervisor never contacted me again after we spoke. If this matter is not resolved ans i am refunded my $600 i will take this matter to small claims court as this is unethical and abuse of your customers. I have also reviewed other complaints from other customers and this same thing has been done. I am requesting a copy of all voice recordings from my interactions with this company. 
  Complaint: 23114401
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/31/2025

  Thank you for your feedback.

  
  We are unable to provide the call recordings as these are proprietary to ARW. However, we have reviewed your complaint and, as a courtesy, we will honor the refund of your last payment.

  
  We have closed the complaint and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to contact us.

  
  Sincerely,

  ARW Home

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23114401
  
  I am rejecting this response because:
  I would like to have the entire money refunded from August when I requested to have my account closed.  If your management team says they were able to  review the phone calls, this should be able to be shared. If we can not resolve this matter and I'm refunded my $600+ I  am prepared to take this matter to small claims court where they will order to hear the recordings. I was a long standing customer of ********************** and it's not fair that you are not going to be a reputable company and refund me all of the money that I didnt authorize you to take after I requested to close my account. I hope we can resolve this matter and refund me the entire amount I am owed. Thank you in advance for your assistance with this matter. 

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

  Customer Answer

  Date: 04/01/2025

  To whom it may concern

  The business only agreed to refund me for 1 month of the fees which is $79. They over charged me $607. How is this fair? How can i appeal this decision? I will be taking this matter to small claims court. 

• Initial Complaint

  Date:03/13/2025

  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 am very disgusted with this company. I am a disabled retired officer, so a functional toilet matters. Terrible customer service. Time is money. Talk is cheap.

  Business Response

  Date: 03/14/2025

  Thank you for reaching out and sharing your concerns, *******. We understand how important a functional toilet is, and we sincerely regret any frustration you have experienced.
  
  
  After reviewing your claim, we want to clarify that the issue with your toiletspecifically the hole in the porcelainfalls outside the scope of coverage outlined in your service agreement. Per Section D1b of the terms and conditions, our plan does not cover cracks or holes in porcelain, as these are not considered normal wear and tear failures. Additionally, per Section G.3.D, no refund is due in cases where the customer is a monthly payor. 
  
  
  We understand that this may not be the outcome you were hoping for, and we truly regret any inconvenience this has caused. If you have any further questions or need assistance reviewing your plan details, please dont hesitate to reach out. We appreciate your service and thank you for allowing us the opportunity to address your concerns.
  
  
  Sincerely, 
  
  
  ARW Home 

• Initial Complaint

  Date:03/13/2025

  Type:Sales and Advertising 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 claimed was filed in March for a toilet that started to show signs of having hair line cracks in the bowl. According to the information that was provided, this claim should have been approved, and the toilet should have been replaced. ARW has simply taken my money and never had any intention of honoring their commitment to replace items if needed. Since they are offering services that they do not intend to honor, they should not be collecting money for this type of warranty. I want refund of the amount I paid in.

  Business Response

  Date: 03/14/2025

  Thank you for contacting us regarding your claim, ******. We understand your concerns and appreciate the opportunity to provide clarification.
  
  
  Upon reviewing your claim, we found that your toilet has developed cracks in the porcelain. While we understand this is a frustrating situation, per Section D1b of our terms and conditions, our plan does not cover damages that do not result from normal wear and tearincluding cracks in porcelain.
  
  
  Additionally, there is no refund due, as your service plan is at the end of its term. As per your request, your account has been canceled. Our service agreements are structured to cover failures caused by normal use, and we must apply these guidelines consistently for all policyholders.
  
  
  We regret that this is not the resolution you were hoping for and understand your disappointment.
  
  
  Sincerely, 
  
  
  ARW Home

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23061896
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 03/14/2025

  My response did not go through. I must have hit send by accident too early.

  I have spoken with two plumbers that work in my area. Both said that hairline cracks inside of the bowl do happen from normal wear and tear. It is normally caused by hard water over time. It does not occur in every toilet bowl but is not unusual. A crack on the outside of the toilet is normally caused by something striking or being dropped on the tank or the toilet bowl. These are hairline cracks inside of the bowl only, nothing struck the toilet or was dropped inside of the toilet bowl. As the professionals stated, these are the result of normal wear and tear over time and are not unusual.

  ARW is stating that this is an unusual circumstance and not the result of normal wear and tear. That is a false/wrong statement.

  Business Response

  Date: 03/17/2025

  Thank you for reaching out and providing additional information regarding the hairline cracks in your toilet bowl. We understand your concerns and appreciate the insights from the plumbers you consulted.
  

  While we acknowledge that hairline cracks can occur over time due to hard water, our assessment determined that this specific issue does not fall under the coverage provided by our warranty.

  We understand this may not be the outcome you were hoping for, but our decision is based on the guidelines set forth in our terms and conditions, which cannot be overturned.

  Sincerely, 

  ARW Home

• Initial Complaint

  Date:03/11/2025

  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.

  Date of Transaction: 2.12.25 Amount Paid: $125 service fee (or any other amount you paid)What ARW Committed to Provide: Full reimbursement up to $1,500 for water heater replacement under the terms of my contract.Nature of the Dispute:On 2.12.2025, my water heater failed, causing significant flooding in my home. I immediately turned off my water and electricity and called a licensed plumber to assess the situation. I then contacted ARW to initiate my claim and was informed that I could proceed with my plumber. ARW later denied my reimbursement on the basis that I did not use their contractordespite the fact that I followed all necessary steps and received verbal confirmation that I could use my own.ARW has failed to honor its contract and is unfairly denying a valid claim on a technicality that was not disclosed at the time of my call. I have attempted to appeal this decision, but my emails have been ignored.Attempts to Resolve:I submitted all requested documentation, including invoices and proof of service, and followed their appeals process. ARW has not provided any meaningful response or resolution.Desired Outcome:I am requesting ARW honor the terms of my service contract and reimburse the full $1,500 I am entitled to under my plan. If ARW refuses to resolve this issue, I am prepared to escalate my complaint further to state consumer protection agencies.

  Business Response

  Date: 03/12/2025

  *******, 
  
  Thank you for reaching out and giving us the opportunity to address your concerns regarding your water heater claim. We understand that dealing with unexpected home repairs can be stressful, and we regret any frustration this situation has caused.
  
  After reviewing your claim and the details provided, we want to clarify that our service contract requires customers to contact us before proceeding with any repairs. As stated in Section E: TO OBTAIN SERVICE of the terms and conditions:

  - Notice of any Failure must be given to Us immediately upon discovery.
  - We will not pay for any services or parts provided without Our prior authorization.

  
  According to your complaint, you first contacted a plumber to assess the issue before notifying us. While we acknowledge that an agent initially opened the claim, a further review found that the repair had been scheduled before our authorization was given. As a result, the claim was denied in accordance with the terms of your contract.
  
  
  We understand that this is not the outcome you were hoping for, and we sincerely apologize for any miscommunication that may have occurred. To assist you, we immediately refunded the service fee upon learning of the issue. While we must uphold our policy regarding unauthorized repairs, we appreciate your feedback and will use it to improve our communication processes.
  
  
  If you have any additional questions or need further clarification, please dont hesitate to reach out.
  
  
  Sincerely,

  ARW Home 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23052304
  
  I am rejecting this response because:

   

  Dear ****** *. & BBB Review Team,

   

  Thank you for your continued assistance in this matter. After reviewing ARWs response, I must reject their position, as their denial is based on incorrect reasoning and contradicts their own written communication.

   

  1. Clear Timeline of Events Demonstrating Compliance

   

   

   

  ?? At 5:00 AM, I woke up to my home flooding due to sudden water heater failure. ?? Around 9:00 AM, I contacted ARW before any repair work was performed.

   

  The ARW representative informed me that I could use my own contractor for the repair.

   

  ARW sent me a written email with step-by-step instructions for reimbursement (attached). ?? At 2:00 PM, the plumber arrived to diagnose and repair the unit.?? At 9:00 PM, the repair was completed. ?? I submitted all required documentation as instructed.

   

  2. ARW Initially Accepted the Claim & Did Not Deny It Immediately

   

   

   

  After submitting my reimbursement request, ARW did not immediately deny it. Instead, they: ?? Requested additional details from me (instead of denying it outright). ?? I provided the requested details within 24 hours. ?? ARW then took THREE WEEKS with no response. ?? Only AFTER I called them to ask for a status update was I suddenly issued a denial.

   

  This raises major concerns about ARWs decision-making process:

   

  1. If ARW truly believed I violated their policy, why didnt they deny the claim immediately?

   

   

  2. Why request additional details if the decision was supposedly final?

   

   

  3. Why did ARW only deny my claim AFTER I followed up, instead of communicating sooner?

   

   

   

  This delay suggests the denial was not originally justified, and ARW was not acting in good faith.

   

  3. ARWs Own Email Confirms I Followed Their Process

   

   

   

  ARW now claims my repair was denied because I scheduled service before notifying them. However, their own email states:

   

  ?? ARW Email (Attached) Instructions for Using My Own Contractor:

   

  > A benefit of having ARW Home Services is the option to choose your own local contractor to complete your service request. To begin this process a claim must be filed and the trade service fee must be paid in advance prior to any service/repair work being performed.

   

   

   

  ?? I called ARW before any service work was performed. ?? The plumber did not arrive until 2 PMfive hours after I called ARW. ?? I submitted all required documents as per ARWs process.

   

  Their denial does not align with their written process, and ARW has not explained why their email says one thing but their denial claims another.

   

  4. ARW Must Address This Directly Not Repeat Their Denial

   

   

   

  To reach a valid resolution, ARW must answer:

   

  1. Why did their representative tell me I could proceed, only for the claim to be denied afterward?

   

   

  2. Why does their own email confirm I followed the process, yet they are denying the claim on contradictory grounds?

   

   

  3. Why should I be penalized for following ARWs written process exactly as provided?

   

   

  4. Why did ARW take weeks to issue a denial instead of denying it immediately if they truly believed the claim was invalid?

   

   

  5. Requested Resolution

   

   

   

  I request that ARW: ?? Provide full reimbursement for the covered repair in line with their written process. ?? Directly address the contradiction between their email instructions and their denial. ?? Acknowledge that their instructions led me to believe my repair was covered.

   

  This is not a matter of interpretationARW provided me clear written guidance, which I followed precisely. They cannot now deny a claim on different grounds than what they originally outlined in their own documentation.

   

  I appreciate BBBs role in facilitating a fair resolution and look forward to ARWs response that directly addresses these inconsistencies.

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

  Business Response

  Date: 03/17/2025

  *******, we reviewed your claim, and the call recording, we want to clarify that our service contract requires customers to contact us before proceeding with any repairs. As stated in Section E: TO OBTAIN SERVICE of the terms and conditions:

  
  Notice of any Failure must be given to Us immediately upon discovery.
  We will not pay for any services or parts provided without Our prior authorization.

  
  The claim denial stands and cannot be overturned as the failure was not reported prior to the repairs being made. The claim could have been reported via the phone prompts or online, and our terms and conditions are very clear that the failure must be reported before scheduling any repairs.
  

  Sincerely, 

  ARW Home

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23052304
  Dear BBB Representative,
  
  Thank you for your continued efforts in facilitating this matter. I am submitting this response to formally reject ARW Home Warrantys denial and to provide additional context regarding ongoing regulatory review by the ******************************* & Financial Institutions (DIFI).
  
  I want to ensure that ARW is fully aware that their handling of this claim is now under formal state review, which means their actions will not only impact their BBB standing but may also result in regulatory penalties.
  
  
  ---
  
  1?? ARWs Actions Are Now Under Investigation by the ******************************* (****)
  
  DIFI has officially accepted my complaint, and an investigation is in progress.
  
  This review is not just about my individual caseit is examining whether ARW has engaged in a broader pattern of misleading claim denials and bad-faith practices.
  
  Any response provided here will be included in that investigation, meaning ARWs statements must be accurate, transparent, and fully aligned with their own policy language.
  
  
  
  ---
  
  2?? Clear Violations That Warrant Further Scrutiny
  
  ?? ARWs Denial Contradicts Their Own Written Instructions
  
  ARW provided written confirmation that I could proceed with my contractor and submit for reimbursement.
  
  Their denial falsely claims I needed pre-approval, which is not stated in their terms.
  
  
  ?? Shifting Denial Justifications Suggest Bad-Faith Handling
  
  ARWs reasoning has changed multiple times, a tactic commonly used to delay or avoid legitimate payments.
  
  Multiple BBB complaints describe similar experiences of consumers facing claim delays, denials based on vague reasoning, and inconsistent communication.
  
  
  ?? Unnecessary Delays & Possible Stalling Tactics
  
  My claim was held in review for weeks, despite ARW later claiming it was never eligible.
  
  If my claim was invalid from the start, why was I not informed immediately?
  
  This pattern of unnecessary delays is a red flag that DIFI is now investigating.
  
  
  
  ---
  
  3?? How BBB Can Help Ensure Transparency & Accountability
  
  Since ARWs responses are now subject to legal scrutiny, I am requesting that BBB ensure ARW:
  
  ? Provides a clear explanation citing the specific contract language that justifies their denial.
  ? Clarifies their internal process for why this claim was delayed for weeks if it was supposedly ineligible.
  ? Releases the referenced call recording, if they are using it as justification for denial.
  
  I trust that BBB will take appropriate measures to document this case publicly and encourage ARW to engage in good-faith resolution. While I am fully cooperating with the ongoing DIFI investigation, my goal remains simple: to receive the reimbursement that ARW contractually agreed to provide.
  
  I appreciate BBBs role in ensuring transparency and consumer protection and look forward to your response.
  
  Sincerely,
  ******* *******
  

• Initial Complaint

  Date:03/08/2025

  Type:Sales and Advertising 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.

  Hi, I had American Residential Warranty last year and the service was so bad i decided not to have them again however. I tried to remove my credit card to avoid a renewal and they would not allow me to do so. i called the number on their site ********** used option 3 to cancel then option it tells you to press option 1 to confirm. When you press 1 it hangs up.They charged me $839.66 and I would like that refunded and my account closed. I've already contracted with a replacement company so I do not want to use them any further.

  Business Response

  Date: 03/11/2025

  *******, thank you for contacting us regarding your experience with American Residential Warranty. We apologize for any inconvenience you have encountered.
  
  
  We understand that you tried to remove your credit card to avoid renewal and had some problems with our phone system. The number you called, ************, is for our sales department, where the only option available is to speak with a sales agent or hold for the next available agent. Our records show that you dialed the number and hung up each time without talking to someone. All of our calls are recorded, whether you speak with a live person or not.
  
  
  Your plan documents list the correct phone number to call for cancellations. Despite the confusion, we are processing a refund for you. You should expect to receive this refund within 7 to 10 business days. We will also ensure your account is closed as you requested.
  
  
  If you need further assistance, please get in touch with us at **************.
  
  
  We appreciate your understanding and patience about this. If you have any more questions or concerns, please let us know.
  
  
  Best regards,
  ARW Home