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:05/15/2023

  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 filed a claim for the water stopping in our house at ****hrs, May 8, 2023. They insisted that their policy was to contact a contractor within ***** hours, regardless of the emergent situation. I called at about **** hrs on Tuesday, May 9, 2023 and was told that the 48 hours wasn't up yet (because maybe they'd contact a plumber between 5pm and 9am the next morning?). I called Wednesday (May 10, 2023) several times and still no plumber. Thursday afternoon (100 hours after the claim which I was repeatedly and rudely told their policy was 48 hours) a plumber came and diagnosed the problem (pressure tank & switch were shot) and insisted I (the client) pay the $2300. The plumber said they do NOT work with ARW and needed payment from me. I called ARW who said they'd call the plumber. ARW paid for the diagnosis and service fee but NOT the repairs. They wanted the plumber to send an invoice, but the plumber won't work with ARW. Now ARW is telling me they have 48 hours (AGAIN) to approve the invoice once they receive it...which they aren't going to because they sent a plumber who won't work with them. Every time I call ARW's customer service folks, many who are absolutely rude, stonewall and hide behind their "policies", but only when its convenient for them. I'm told there is no recourse for the customer when ********************** violates their own policies (repeatedly). I spoke with the plumber and they weren't even able to get details from ARW but they absolutely do not work with ARW or home warranty companies. ARW has repeatedly lied and assured me someone would contact me...and nobody ever has. It's now Monday, May 15, 2023 and I'm told ARW will re-dispatch it to a new plumber but it could be a couple of days. I've now clocked in 220 MINUTES on the phone with ARW in 8 days.

  Business Response

  Date: 05/22/2023

  Hello ***,  

  We are very sorry to hear about your experience. We immediately followed up to see what transpired with your account. Please know that this is not our standard of service. We truly apologize for the inconvenience this situation has caused. We have secured a service provider and are currently waiting to receive the estimate for repairs. In the meantime, we would like to refund you the $75 service call fee and waive your next month's payment. Please rest assured that we will continue to improve our services with one goal in mind, to provide a great customer experience! 
  
  Sincerely, 
  
  ARW Home Services 

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20059287
  
  I am rejecting this response because:

  I have now spent 390 minutes (no,  NOT a typo...6 1/2 HOURS) on the phone with ARW in 2 1/2 WEEKS trying to get my claim fixed.  Today they told me the repairs weren't covered, that the pressure tank and pressure switch were magically excluded from the policy.  When I asked to have the policy sent to me, I was sent the absurd 4 page document that is attached, and was told that 4 page document WAS the policy, which doesn't list any exclusions. ARW has been a nightmare to work with.  Again, the customer (with no *********************** has to wait every bit of 48 hours for each step (and customer service will rudely tell you it hasn't been 48 hours) but ARW provides no recourse when they take 96 hours to respond. This it's one of worst companies I've worked with. I've wasted 9 mouths of premiums to be denied a claim.  And the policy lists my rate at $118.xx/month but I'm charged $143.** every month.  

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

  Business Response

  Date: 05/31/2023

  Hello ***************,   
  
  When you signed up for our services, ARW Home sent the terms and conditions to you for review. This provides an explanation of what the program covers and does not cover. This is important as it allows customers to understand their rights and obligations under the agreement. It also helps to ensure that both parties are on the same page and that customers are aware of what they are signing up for.  
  
  We received your claim for the well pump for which you have coverage. The only way to determine if a claim is covered is by first sending out a technician to diagnose the problem. Once we receive the diagnosis from the technician, we can see if your claim is covered under the terms and conditions of the program which were sent to you again on March 14. We understand that the first technician that was sent stated that they did not work with ARW Home. As explained during our phone conversation on May 31, 2023, this was a dispatch error. We are putting in place an updated process to prevent this type of mishap from happening again.We certainly apologize for this inconvenience and acknowledge that this only extended your waiting period. A second technician was dispatched and diagnosed the problem as the pressure tank needed to be replaced. If you turn to the T&C (included) under Well Pump, you will see that the pressure tank is not covered. 
  
  So, while you have the Well Pump coverage, we would not have been able to tell you beforehand whether the repair or replacement was covered without the diagnosis from the repair tech. As far as your overall unpleasant experience is concerned, please know that this is not our standard of service, and we will be having conversations with the employees involved and will be putting in best practices to prevent this from occurring in the future.  
  
  Finally, as we discussed during our phone conversation, we hope that you will accept our most sincere apology for the frustrating ordeal you faced during this process, and as discussed, we will be issuing you a refund for your last monthly premium as well as the $75 TSF for a total refund amount of $218.97. While we understand that this does not make up for the six and a half hours you spent dealing with this, we certainly hope it helps. 
  
  
  Sincerely,  
  
  ARW Home Services  

  Customer Answer

  Date: 06/03/2023

   
  Complaint: 20059287I am rejecting this response because:
  

  This is absolutely untrue and misleading. I NEVER received "terms & conditions" or told about any 'exclusions'. When I signed up and again, when I requested the policy on May 24, 2023, the attached document is what I was sent. As you can see there are absolutely zero exclusions mentioned. I called ARW after receiving it and asked about the actual policy and was told it would be escalated and sent to me...I am STILL waiting because ARW's customer service is abhorrent. Clearly the goal of ARW is to take the customers' premiums and until they file a claim then deny it and tell the customer "its excluded" and not have to show any proof. If ARW isn't a scam, they'd refund all of my premiums. Secondly, when we did speak I mentioned the discrepancy on my premium...the worthless policy document you sent shows my premiums should have been $118.xx/month and what you actually were charging me was $143.xx/month.

  ARW is absolutely not a reputable company and I will absolutely be posting reviews in as many locations as possible with my experience. 

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

• Initial Complaint

  Date:05/12/2023

  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.

  ARW warranty solicited home warranty policy on television. *************************** responded to ARW and purchased the policy on 12/29/2022. Effective date of policy was 1/28/2023. Monthly cost of $74.98 monthly deductions from ***************************** s checking account. *************************** requested copy of contract and contract was not emailed until 12/30/2022, AFTER policy was purchased.ARW committed: 1)Bad faith 2) deceptive trade practices 3) Abuse of Elderly and Disabled Residents of ***** FRAUD by agents of ARW: guarenting coverage of all appliances in your home without limitations over the phone to purchase warranty.ARW failed to pay all costs on covered claim.

  Business Response

  Date: 05/23/2023

  Hello ******* and ******,
  
  We are very sorry to hear how you feel about our company, so we decided to follow up immediately to see what transpired with your account. After listening to the original sales call held on 12/27/2022, our sales representative went over the plan coverage and payment details, which was completely accurate. It seems as there was an issue with your payment on 12/28/2022, therefore it was processed one day later, 12/29/2022. Based on our companys policy, we dont send Terms and Conditions until the first payment has been cleared. Despite all this and as a courtesy, we would like to refund you the $75 service call fee and still provide you with the buyout amount previously offered of $171, for a grand total of $246. We truly apologize for any inconvenience this situation may have caused you and rest assured that we will continue to improve our services with one goal in mind, to provide a great customer experience!
  
  
  Sincerely,
  ARW Home Services

• Initial Complaint

  Date:05/04/2023

  Type:Order 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 4/22/23 I filed a claim and paid a $75 ******* fee to have a clogged drain *******d. I was told by ARW that the earliest someone could ******* me would be the following Thursday that Wednesday I received a text from ARW that a contractor would be at my home in the timeframe of about 2 hours give or take, I called ARW to let them know I was told that I wouldnt be *******d until Thursday so no one was home and my work location when I got the text had no cellular *******. After the call I received another text from ARW with a phone number telling me to call to schedule the contractor to come. When I called the given number it was Roto rooter. They asked me about how would I be paying and I told them ARW would be taking care of it. They immediately advised me that they did not have a contract with them and they had to call and secure payment for *******. They claimed to have never heard of them. I called Roto rooter again the next day to see if they heard from ARW and they stated that they have not. I called ARW back and complained about the contractor needed to hear from them and get payment from them. ARW then sent a text and email that the plumber will be out on *** 1st and to call the number they provided to confirm. That I did and Roto rooter once again claimed that ARW has not contacted them nor was they familiar with them. I became so frustrated with the back and forth that I hired a plumber and paid out of pocket from my drain stoppage and wrote a letter and mailed it to ARW cancelling my coverage with them. They had the nerve to take the *** ******* charge out of my account for *** after giving me the run around and no ******* for my claim. I want my $75 ******* fee and $64.98 monthly fee and what I paid out of pocket for my repair refunded.

  Business Response

  Date: 05/17/2023

  Hello *******,  

  We contacted our claims department as soon as we received your message to find out what transpired, and we were able to confirm that a technician went out to your home and unfortunately you were unavailable.   We attempted to contact you via email and text message without a response.  We apologize for any inconvenience that this situation might have caused you and we would like to make it right for you by refunding the last payment made on the amount of $64.98 as a courtesy for being a loyal customer and hopefully we could earn your business once again.
  
  Sincerely,  
  ARW Home Service 

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20021348
  
  I am rejecting this response because:
  ARW is not being truthful regarding communication and I have emails, call records, and text messages to prove that I have did everything that I was required to do. They dropped the ball and I will not receive anything less than a refund of a monthly fee for May 2023 plus the $75 service call fee for a service I never received. If this cannot be refunded than I will pursue ************* of action to collect.
  Sincerely,
  
  ******************************************

  Business Response

  Date: 05/18/2023

  Hello *******,

  We have decided to go ahead and honor a full refund including the $75 TSF for grand total of $139.98, which will be refunded to the method of payment we have on file, cc ending in 0834.  We apologize for any inconvenience this situation may have caused you and rest assured that we will continue to improve our services with one goal in mind, to provide a great customer experience!
  

  Sincerely,
  

  ARW Home Services

  Customer Answer

  Date: 05/18/2023

   
  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:04/24/2023

  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.

  We purchased a warranty for the year of 2021, during that time things broke and their service was inadequate and coverage was misleading. We told them in June that we would would not be continuing service for either of the properties. The representative said ok and noted that so he said. We did not use any of the warranties for this year, but I got a call from a sales person trying to upgrade ** or something, at that time I told him we no longer have policies with American Residential Warranty. He looked it up and said that the guy only canceled one of them and not the other. Maybe because the guy was in Columbia he didn't understand me? I don't know but we did not authorize any charges. The person whom I spoke to said he is just a sales rep and can't do anything about it.

  Business Response

  Date: 05/05/2023

  Hello Mrs. ****************** have reviewed your complaint. Your account for the property in **** **********, has been canceled effective 4/25/23. A prorated refund will be processed to the same payment method used originally. Per the terms and conditions, all cancellation requests need to be made via mail or phone.  Unfortunately, no such request was received by ARW Home Services since the policy was renewed in August 2022.  We apologize for any inconvenience this may have caused and appreciate your patience on the resolution of this matter.
  
  Sincerely, 
  ARW Home Services

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19977788
  
  I am rejecting this response because:

  1) If the rule was that cancelation needed to be done via email, then the representative should have said that, but he did not. When I told him I did not want to renew either of the (2) policies I had, he confirmed that they would not renew. 

  2) This was not a cancelation but NON RENEWAL! You charged my card without my authorization! This is fraud, and I will have my attorney contact you should you not return my full funds. You can listen to the phone call, and you can hear that he confirmed I would not be renewing either of the policies.

  3) If cancelation is not allowed by phone then your reps should not allow it, how is it that he canceled one account and did not allow it to renew but then he didn't cancel the other? So this is proof that cancelation can be done over the phone! LIES!

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

  Business Response

  Date: 05/17/2023

  hello ********,

  It was a pleasure speaking to you today.  I discussed your case with my managers, and they decided to give you a full refund. It should be posted on your credit card already.  We would like to apologize for all the inconvenience that you might have experienced in our company. We will use your feedback to improve our services from now on.  We appreciate your patience on this matter.
  

  Sincerely,
  

  ARW Home Services

  Customer Answer

  Date: 05/18/2023

   
  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:04/21/2023

  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 have been trying since December of 2022 to cancel plan and have spoke to people a few times and said it would be canceled and they are still taking money from my account.I have tried to contact recently and get no where on the phone system. Did not cover repair to air conditioner and want to cancel.

  Business Response

  Date: 05/04/2023

  Hello ******,  
  

  We opened an immediate investigation after receiving your complaint and we couldnt find any cancellation request made after listening to the calls.  We contacted our claims department to follow up on your AC claim reimbursement and they advised that your AC issue was denied because it was not covered according to our terms and conditions.  We apologize for any inconvenience that this situation might have caused you and we appreciated the time we had you as a customer. 
  
  Sincerely,  

  ARW Home Services

  Customer Answer

  Date: 05/04/2023

   
  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:04/20/2023

  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 signed up with ARW in March. I submitted a claim in April. They charged me the monthly fee of ***** and then the service fee of *****. The plumber came to my home and diagnosed the problem and submitted it to ARW. I have been calling them everyday to find out when the repairs could be made and I got a different story each time. Finally the plumber sent me a screenshot of their message that they will not cover the full repair. Nobody from the company told me this. I asked for a refund of my service charge and they said that they had to pay the contractor to come out. I checked with the contractor and he said he was not paid. I have a text message proving that he said this. I want my ***** back from this company and I have since cancelled my contract with them.

  Business Response

  Date: 05/01/2023

  Hello *************,
  
  We investigated your claim as soon as we read your complaint to find out what transpired. We apologize for the delays and frustration you experienced during the claim process. Your account is currently in the process of being closed, as requested. In addition, we will be refunding you the $75.00 ************* Fee charged for the claim. Please expect the refund to be processed within 5 to 10 business days.
  
  Sincerely,

  ARW Home

• Initial Complaint

  Date:04/15/2023

  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.

  On Tues, 4/4/23 I called ARW to file a claim for our HVAC system. I was told by the representative that I had to wait 48 hrs for a contractor to come out. NO ONE CAME! I called ARW back on 4/7/23 to my dismay no claim was ever filed, their employee dropped the ball. A supervisor by the name of *******, proceeded to file claim and told me I still have to wait 48hrs to get a contractor out. On 4/10/23 I received an email with the contractor info & called the contractor immediately, they said they were scheduled to come out 4/11/23, but could they come out between 1-3pm on 4/10/23. I said yes they could. MoTech Appliance Services never showed up. I called ARW about the situation they stated the contractor was supposed to come out on 4/12/23. I stated that was inaccurate as I had spoken to the contractor and they informed me they will be out that day. ARW told me to just patiently wait. I waited the next day, the contractor did not show. I called ARW back informing them I could not get a hold of anyone and contractors never showed. ***** the ARW rep told me he would try calling them. Still no one reached MoTech the contractors. It wasn't until 04/13/23 that they actually showed up, and when they did they lied about fixing my AC and staying an hour after they told me they fixed my AC. I contacted them back & no response. I called ARW to inform them, & was told that the contractor said it was fixed. My AC was NOT fixed and my home is at 85 degrees inside. I was told by ARW that they contacted the contractor to come back out and that they informed ARW that they were booked so they would try. but that it could be the freon. I informed ARW that I needed a new contractor because MoTech was full of lies, as they never checked the freon the first time and I need someone out ASAP. To my dismay I was told unfortunately there was nothing else they could do, unless I pay out my pocket to get my AC fixed and they would possibly reimburse me. Otherwise they would escalate my issue.

  Business Response

  Date: 04/28/2023

  Hello ******, 
  
  We apologize for the inconvenience that you experienced while waiting for a technician to fix your AC.  We are happy to see that an agreement was reached after speaking with our ****************** where you will be receiving a buyout check in the amount of $481.  Due to the complexity of the situation, we are extending an additional $119 to apply to ***********. We appreciate your loyalty and thank you for your patience. If you have any other questions or concerns, please, do not hesitate to contact us back at ************ or email us at ***************************************.  
  
  Sincerely, 

  ARW Home Services   

• Initial Complaint

  Date:04/13/2023

  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.

  Date of transaction April 8, 2023, a American Residential Warranty Representative *** contacted me by phone and stated that ARW was registered with the Better Business Bureau with a high rating. He (***) quoted me a senior citizen discount price of $60.81 a month. I excepted his offer because *** stated I had 30 days to cancel because the contract wouldn't go into effect for 30 days and that ARW is backed by the BBB. That was on a Saturday morning. Something told me to check the Better Business Bureau website to verify what *** had told me during our phone conversation was true. *** had lied to me ARW is not registered with the BBB and ARW has several complaints filed against them. I called ************ on that following Monday morning April 10, 2023, and I spoke with ****** and I stated that I wanted to cancel my pending home warranty contract with ARW. ****** asked me what the reason was for my cancelation. I stated to ******, ARW isn't registered with the BBB so I'm no longer interested in the ARW contract. ****** stated that American Residential Warranty is accredited with the Better Business Bureau and that I would have to wait until the effective start date May 8, 2023, in order to cancel my contract. ARW has already taken the $60.81 from my bank account, even though *** stated the funds would not be taken until May 8, 2023. Do I have to wait and pay an additional $60.81 to cancel the pending contract? I want a full refund as *** had stated to me during our phone conversation on that Saturday morning. Let me add, I did get American Residential Warranty information from the Consumer Affairs website for home warranty companies. That was my first mistake. I appreciate any assistance that you may provide. Thank you

  Business Response

  Date: 04/14/2023

  Hello *****,  
  

  As soon as we read your complained we opened an immediate investigation to find out what transpired.  We pulled the sales call and agent *** was clear when he stated that our company had a A+ rating on the BBB.  He did not state that the company was accredited by the BBB.  Our agent ****** is a very knowledgeable and professional representative, but she spoke under the assumption that the company was accredited, which was an honest mistake.  We are proud to say that unless were not accredited, our competitors have way more complaints than our company.  We have been on the market for 14 years, received many awards and recognition with thousands of happy customers.  We apologize for the inconvenience that this situation might have caused you.  As per our terms and conditions you are entitled to receive a full refund since your cancellation request was submitted within the first 30 days of purchasing the policy.  You will receive the $60.81 refund within **** business days after the account closes.   Thank you for considering our company for your home protection needs.  
  

  Sincerely,  
  

  ARW Home Services 

  Customer Answer

  Date: 04/14/2023

   
  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:04/10/2023

  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 was told when I signed up for this Home Warranty program that my appliances were fully covered. I was also told to call ADT for a "Free" home alarm which is only if you pay for 3 years of service that they failed to tell me. This company has deceptive practices which make the consumer feel that their home is covered for major appliance failures. This is not a true description of the wrriten contract that theu send to you. The coverage for the appliance is 25% of the actual cost of the current pricing for said appliance. They are deceptive and cost twice as much as the competition. I am frustrated with & believe that this company is taking advantage of the consumer by deceptive sells practices. They also say that they ate BBB accredited which I can not find them on the BBB.org website.

  Business Response

  Date: 04/14/2023

  Hello *******,
  
  We apologize for any inconvenience this situation may have caused you. Upon further investigation of your account with ARW Home and pending cancelation, we can determine that our product may not be suitable for you. In goodwill, we will process a full refund to your method of payment, which you can expect to receive in **** business days.
  
  Sincerely, 
  ARW Home Services   

• Initial Complaint

  Date:04/05/2023

  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 purchased a home warranty from ARS in May 2020 --> no issues and received email receipts of premium payment and confirmations.I renewed in May 2021 --> no issues and received email receipt of premium payment and confirmations.In May 2022 I decided NOT to renew. I got a PAPER "INVOICE" that said, "TOTAL DUE on 5/1/2022 = $599.90". I decided NOT to pay it. Did I call them and verbally tell them I would be cancelling? I don't recall to be honest, and unfortunately when I called on 4/5/2023 they say there is no record of me calling. In any case I remember getting a second and third paper "INVOICE" reminding me that my premium was due on 5/1/2022. I did not pay.Thinking I was done with American Residential Warranty, I went on with my life.On 4/4/2023 I got a paper mailing with a paper "INVOICE" that said, "TOTAL DUE on 5/1/2022 = $599.90". I was very confused! I checked my email for any correspondences from ARW but there were none in inbox, trash, spam, anywhere since 5/6/2021.I checked all checks written for 2022 and none were written to American Residential Warranty. I checked all my credit card records and here is the "shame on me", I found that I was billed for $599.90 on 5/1/2022 to my American Express card from AMERICAN RESIDENTIAL8777526796 FL!Yes, shame on me for not checking right away but I am complaining that they 1) sent me 3 invoices that had no indication that I was on an auto-pay (example invoice from 2023 attached)2) sent me NO RECEIPTS of any kind 3) sent me no correspondences, paper or email from May 2022 - May 2023 so I had no idea that I had coverage this entire time. This is clearly a very shady practice.I called them and spoke to general and processing departments who 1) cancelled my coverage going forward and 2) said there is nothing they could do about the past charge and it is my fault for not checking my credit card.

  Business Response

  Date: 04/11/2023

  Hello *******. 
  
  We apologize for the inconvenience we may have caused, and after reviewing your account and as a goodwill gesture, we will issue you a full refund. Please allow **** days for the refund to be processed and issued.
  
  Sincerely,
  ARW Home Team

  Customer Answer

  Date: 04/11/2023

   
  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,
  
  ***********************