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Business Profile

Extended Warranty Contract Service Companies

American Residential Warranty

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Extended Warranty Contract Service Companies.

Complaints

Customer Complaints Summary

  • 233 total complaints in the last 3 years.
  • 55 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/28/2022

    Type:Product Issues
    Status:
    Resolved
    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 cancelled a policy on 9/21/22. I requested a confirmation email of cancellation and refund. When I cancelled I was told it would take 7 - 10 days to receive the refund. I called today to follow-up since I have had no communication from ARW confirming my cancellation or refund. I was told the company does not send confirmation. Really, today it is simply sending a quick email. Speaking of communication both times I have called I have been on hold at least 30 min or more. Today I was told that now it is company policy for refunds to take 30 days--totally unacceptable. Interesting how they took my payment in 24 hrs! I asked to have my refund expedited since I had been misinformed as to how long it would take. I would request that BBB intervene to expedite my refund as my confidence level in this company is not very high.

    Business Response

    Date: 10/18/2022

    Dear Valued Customer,

    Thank you for contacting us. We apologize for the unfortunate experience you describe above, we will use your feedback to improve our business processes.


    Sincerely,

    ARW Home.

    Customer Answer

    Date: 10/18/2022

     
    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:09/01/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 to contact arw since getting a home warranty for several days now staying on the phone for 2 hours or more listening phone props telling me to hold on i'm trying to find out what is covered in my warranty other than a basic plan that says nothing except my plan is basic i need to know what items are covered i don't think it should take weeks to make contact with a business

    Business Response

    Date: 09/09/2022

    Dear valued customer,

    Thank you for contacting us. We apologized for the inconvenience. Upon investigation, it appears that your request for literature was fulfilled on two separate occasions. A member of management will contact you to discuss further.

    Sincerely,
    ARW Home.

  • Initial Complaint

    Date:08/30/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    good afternoon.complain against ARW : American residential warranty - phone # ************** my policy # is: ************ my name is: Adma ******.on 07/18/22 I called ARW : American residential warranty -I fond them in the internet - to buy an insurance , a lady by the name ******* tolled me that it will cost me $133 for 3 months and it will including the washier and dryer, and I had to wait a month for the insurance to start. when I called back on 08/17/22 to report the need to fix our dryer, the *** representative told me that the washer and the dryer is not included and that i have to pay another $29 .I asked them to cancel my insurance and get the $133 that they toke form our **** because I felt that this company is lying to me and I did not truest them they refused to cancel and said they will cheek if ******* promised that the dryer is included after 3 days they sail I was right and they will make it up to me by not charging $55 for co-payment. and since then they have been lying to me - they said they don;t have anyone to fix my dryer, I tolled them just give me my money back as I asked you before.today a costumer serves employee by **** by the name ***** Ex **** tolled me the *** refunded me only $31:41 instead of $133:44 because they candled my policy only on 08/26/22 , they charged me $49 fee for cancelling- and withhold 2 months payment , a total of $102 that the ARW is not willing to give me back .please help me get my money back. my husband is a%100 disable vitrine and we don't deserve this treatment this company is stealing money by laying to people and not willing to give me back what they toke from me by fraud they kept lying to me and never send any one to fix the dryer like they promised - i spoke with so many people: ******* Ex: **** - ****** Ex **** - ***** **** - **** Ex 2023 . they promise to give me all my money back but they did not I appreciate you effort to help me get my $133.47 back *****************

    Business Response

    Date: 09/07/2022

    Dear Valued Customer,

    Thank you for taking the time to leave a review. We apologize for the unfortunate experience you describe above. Please note, your concerns were handled accordingly.  

    We wish you all the best in your future endeavors.

    Sincerely,
    American Residential Warranty

  • Initial Complaint

    Date:08/26/2022

    Type:Billing Issues
    Status:
    Answered
    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 cancelled my services with this company and again today they charged my banking account. I will be filing a lawsuit against them as I told them I had read they will never end your service. This is a Friday night when I cannot contact my bank but their pending charge will lend them a day in court.

    Business Response

    Date: 09/07/2022

    Dear Valued Customer,

    Thank you for contacting us. We apologize for the unfortunate experience you describe above. We will review your concern and handle accordingly.
    We wish you all the best in your future endeavors.

    Sincerely,
    American Residential Warranty

  • Initial Complaint

    Date:08/25/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 contacted via two certified letters to ARW in July 2022 to cancel my contract and request my $1250 in full refund for the year beginning June 2022-June 2023. I received both signed receipts that ARW received my cancellation notification. In July 2022, I contacted via telephone and their customer service agent informed me that they received my cancellation notifications and I would receive my refund back on my credit card. I asked for a confirmation and date of refund via email or letter but the agent stated that ARW does not communicate refunds via email or mail with customers. It is against their policies and regulations. The only communication permitted is through telephonic communications with their customer service agents. In August 2022, I called ARW several times and final I contacted an agent who confirmed my cancellations letter and that ARW had not acted upon my request for cancellation. ARW decided for me that they would not cancel my contract but decided keep my coverage without my consent for another year. I informed the agent, I did not want ARW coverage and I followed their protocol by cancelling in their timeframe via written correspondence in which ARW received. Another agent talked me through the cancellation procedures and confirmed that he process through the finance department since I had complied with their regulation and rules. The agent also informed me that he understood it was a large sum of money and ARW refunds is a very lengthy process to return funds to customers. It has been 90 days and I have not received any notification of my $1250 refund from ARW. Without any written communication, I am afraid I will continue talk to customer or finance agents who will continue to state that my refund is still processing. Please assist with resolving my refund to an honest and patient customer. Thank you.

    Business Response

    Date: 09/06/2022

    Hi ******,

    Thank you for contacting us. Your concerns has been reviewed and satisfied. 

    Sincerely,

    American Residential Warranty. 

     

    Customer Answer

    Date: 09/07/2022

     
    Complaint: 17766883

    I am rejecting this response because:  As of September 7, 2022, I still have not received any communication (email, letter, or telephonic communication) from ARW.  They did send me a partial refund without an explanation of why they deducted $262 from the refund.  I had cancelled my contract by two certified letters in the timeline within 30 days and complied with all their written requirements.    

    Sincerely,

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

    Business Response

    Date: 09/14/2022

    Hello, Ms. ****************** you for contacting us. Upon reviewing your account, it shows that a refund was issued on 9/2/2022. Please ensure to review the credit card you had on file with us.

    Thank you.

    Sincerely,

    ARW Home.

     

     

  • Initial Complaint

    Date:08/15/2022

    Type:Product Issues
    Status:
    Resolved
    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 with ARW and decided with prior experiences with other home warranties, I changed my mind within 3 days. The company advertisement states 30 days money back guarantee. I have called 4 times for my refund and and have not received. 217.19$ was to return back on my card. I would like my money back.

    Business Response

    Date: 08/23/2022

    Dear Valued Customer,

    Thank you for taking the time to contact us. We apologize for the unfortunate experience you've described above. We are happy to inform you that your issue has been resolved. 

    We wish you all the best in your future endeavors.

    Sincerely,
    American Residential Warranty

    Customer Answer

    Date: 08/23/2022

     
    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,

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

    my funds were refunded today 

  • Initial Complaint

    Date:08/15/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Contacted ARW to cancel my service on Aug 10th and Aug 12th and I was left on hold for a long time. My job does not allow me time to just hold the phone. I told the individual who placed me on hold on Aug 12, ********************************************************************************* on hold. I called back on 15 Aug 2022 to cancel the service, all five accounts and was placed on hold an hour before it was finally canceled. In the meantime, ARW withdrew a payment from my account today Aug 15, 2022 and refuse to refund me though I have been trying to cancel prior to them withdrawing the payment with no progress. I want my refund in the amount of $311.91. Additionally they raised the price of one of the accounts without my agreement or knowledge. I want my money back asap.

    Business Response

    Date: 09/07/2022

    Dear Valued Customer,

    Thank you for contacting us. We apologize for the unfortunate experience you describe above. We will review and address your concern accordingly. We wish you all the best in your future endeavors.

    Sincerely,
    American Residential Warranty

  • Initial Complaint

    Date:08/04/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 keep calling and trying to cancel my house insurance with American residential warranty because they dont have anyone that will take their insurance with in a 100 miles of where I live and they transfer me to their cancellation department and after they get my name and phone number they hang up on me not allowing me to cancel their services.

    Business Response

    Date: 08/11/2022

    Dear Valued Customer,

    Thank you for taking the time to leave a review. We apologize for the unfortunate experience you describe above. We will use your feedback to improve our business processes.

    We wish you all the best in your future endeavors.

    Sincerely,
    American Residential Warranty

  • Initial Complaint

    Date:07/29/2022

    Type:Product Issues
    Status:
    Resolved
    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 cancelled my policy with ARW last month, yet they continue to try to debit my bank account. I have phoned numerous times to resolve this -- each time they acknowledge the policy is closed and promise not to debit my account again. Yet they continue to do so -- several times a day!! I have filed disputes with my bank, and asked them to block ARW debit attempts, yet it is still happening. I am unable to use my bank account because if I put any money in it, ARW will take it. I have talked to ARW and my bank about this SO MANY TIMES, yet I can't seem to get this stopped. Not only are they trying to take money out of my account, they are calling and harassing me on the phone several times a day -- my caller ID tells me that it is them, but when I answer the phone they hang up. I am at a loss -- what do I have to do to get this theft and this harassment to stop???

    Business Response

    Date: 08/04/2022

    Dear Valued Customer,

    Thank you for taking the time to leave a review. We apologize for the unfortunate experience you describe above. We will use your feedback to improve our business processes. We wish you all the best in your future endeavors.

    Sincerely,
    American Residential Warranty

    Customer Answer

    Date: 08/04/2022

     
    Complaint: 17644011

    I am rejecting this response because: it is obviously a boilerplate response to "feedback" and does not address ANY of the issues in my complaint.  It appears that American Residential Warranty did not even read my BBB complaint.

    This alleged response should give the BBB, and any consumers considering doing business with this company, an idea of how they deal with their customers.  As of today (8/4/22), American Residential Warranty is STILL trying to take money out of my bank account (numerous attempts, the most recent was this morning), and they are STILL harassing me by phone numerous times a day -- even though my account with them was CLOSED IN JUNE and I owe them NOTHING.

    Sincerely,

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

    Business Response

    Date: 08/11/2022

    Dear Valued Customer,

    Thank you for taking the time to contact us. We apologize for any inconvenience we might have caused. This is to inform you that your account is closed, and all billing has ceased. Furthermore, going forward you will no longer receive communication from the company,  as you are now on our Do Not Call list. 

    Sincerely,
    American Residential Warranty

     

     

     

    Customer Answer

    Date: 08/15/2022

     
    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,

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

American Residential Warranty is NOT a BBB Accredited Business.

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