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:02/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The week of 2/7/25 I was calling looking for estimates of home warranties. I called ************ & talked to a **** I told her I was only looking for amounts, she asked me for my routing number & account number to lock in the amount as there was a discount.. I reluctantly gave them to her & said "Nothing is going to be charged correct?" She said "Correct." She was going to call 2/7/25 to see what I wanted to do. She never called. On 2/10/25 they charged my account. Because there was just over $6.00 in the account I was charged a return fee of $35.00, which kept it in overdrawn status.. Also because I am not working right now there was 2 $7.00 charges for continued overdraft. On 2/17/25 I called ARW & talked to a *** explained that with them charging it without my consent it was now overdrawn & I would like them to refund the overdraft charges of $35.00. They said they would have to listen to the recording. On 2/21/25 I called & talked to a *** & let her know that there was also 2 $7.00 charges so it is a total of $49.00. She said that I would have to send a copy of the *************** would escalate it. I got a copy from my bank & sent it that same day to *************************************************************** 2/26/25 a *** called & said that the payment was returned. I explained that it was not to be done in the first place. I than asked her about the $49.00. She put me on hold & came back & said they were not going to refund cause the account was never charged. I said if you look at the paper it was charged on the 10 & returned on the 11. She still said they were not going to refund it. I asked to talk to a **************** put me on hold for a few min. came back & said that she would call me back within the hour. I waited longer than the hour & called them back. Said I wanted a supervisor & talked to ********** said that my number was on a DNC list so she could not get ahold of me. I told her I didn't do it. She again told me that they were not going to *********** statement below.

  Business Response

  Date: 03/05/2025

  Thank you for reaching out regarding your concern, *****. 

  We have thoroughly reviewed your account and the transaction in question.

  As outlined in the attached documentation, we attempted to process the payment on February 7, 2025; however, it was returned the same day due to insufficient funds. Because the payment did not successfully go through, no funds were withdrawn by us.

  Additionally, our system marks returned payments due to insufficient funds (NSF) as "refunds," though this does not indicate that a successful charge ever occurred. This is a system labeling limitation and does not reflect an actual withdrawal from your account. Any overdraft fees applied were a result of your banks policies and not due to a successful charge from our end.

  We understand that unexpected fees can be frustrating and recommend reaching out to your bank directly for further clarification or resolution regarding those charges.

  Regards, 

  ARW Home

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23002459
  
  I am rejecting this response because:
  

  I do not think that the company thoroughly reviewed the account because I told the representative that I was only looking for estimates. I asked her if anything would be charged and she told me NO. If this was true than I would not have gotten any of the fees charged to my account. 

  If you look at all the pages it shows:

  On the attachment of (2025-02-26_121641) -  it shows that I had $6.23 left in my account after the last thing was taken out until the company processed the payment that was not supposed to be processed in the first place. After this was done I was NEGATIVE $51.76 on 2/10/2025.

  On the attachment of (ARW17382747144(1).pdf), it is showing "TRANSACTION RESPONSE APPROVED".

  On the attachment of (ARW173827471444_NSF2) it is showing under ELECTRONIC DEBITS it says 2/10/25 AMERICANRESIDENT,  If you look under ALL CREDIT ACTIVITY it is saying RETURN CHECK OR ITEM AMERICANRESIDENT **********.

  If their system marks returned payments due to insufficient funds (NSF) as "refunds," than why on the other page does it say APPROVED?

  Yes, unexpected fees can be frustrating , BUT...... if it would not have been sent through in the first place like I was told than I would not have gotten any fees.

  Sincerely,

  
  ***** ******

  Business Response

  Date: 03/10/2025

  We reviewed your account and the documentation you provided. We understand your frustration regarding the fees incurred.

  
  After a thorough review, and as we previously stated, we found that the charges were not processed due to insufficient funds in your account at the time of the transaction. As a result, no funds were collected, and there is nothing for us to refund.

  
  We recommend that you contact your bank directly for further assistance in resolving this matter.

   

  Respectfully, 

  ARW Home

• Initial Complaint

  Date:02/21/2025

  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 have been dealing ARW for years. I pay ****** with promise of fixing my appliancs or replace. I filed a claim with them 10 days ago. I have called 2 X today and was told that I could except a buyout $625,00. I was informed that the cost of the furnace exceeded what i was covered under. I was told when I bought this policy that it would cover the cost of repair or replacement. I do not find this acceptable of having to accept a buyout and not having the furnace replaced. As of the writing of this letter I have no heat in my house and they could care less. I od not find this business acceptable. I also tried to file a claim sometime ago and was told that I did not have an account with them and could not talk to anyone until the following Monday. I would appreciate any help I can get Thank you **** M ******** ******************

  Business Response

  Date: 02/24/2025

  Dear ***** M ********,

  
  Thank you for contacting us and for being a valued customer of ********************** for many years. We understand your frustration and apologize for any inconvenience you have experienced.

  
  We would like to clarify that your plan documents, which have been available to you, state that items are repaired or replaced up to the limit of liability. In this case, the cost of replacing your furnace exceeded this limit, resulting in a buyout offer of $651.00. The terms of your plan were adhered to, and you can verify this by looking over your plan documents available in the customer portal.

  
  If you prefer, we can refund the trade service fee, which was $125.00. However, please remember that the buyout will become null and void, as a trade service fee must be paid to open a claim according to the terms and conditions.

  
  We understand this is not the outcome you hoped for and regret any discomfort this situation has caused you. We are committed to helping you within the scope of your plan's terms.

  
  If you have any further questions or need additional assistance, please feel free to call us at **************, option 3.

  
  Thank you.

  
  Sincerely,
  ARW Home 

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked for confirmation on cancelling a service from American Residential Warranty the next day I activated it over the phone.The phone # ************ provided for contact is no answered for any option.After many trials, lots of wasted time, I was able to talk to one of the ** Representatives on Jan 29th 2025, and request to have the service canceled for ARW 173 *********.I was assured that I will get the confirmation email by the end of the day, and I didn't get it.I called back unsuccessfully to check, and ultimately I emailed American Residential Warranty via ****************** (since they communicated using no-******************************** address ); today, Feb 3rd the pissedconsumer send a message confirming that American Residential Warranty received the message and not opened it.Please, help me get the confirmation that the service is cancelled; for sure this is not a business to trust with home insurance service.Thank you,****** ******

  Business Response

  Date: 02/04/2025

  Upon reviewing the call logs and recordings, we found that you were contacting our sales department at ************, which is an actively managed phone line. However, you terminated the initial calls before connecting with a representative. Once connected, the sales representative transferred your call to the customer service team.

  While we appreciate your feedback, ******, please note that all of our calls, whether answered or not, are recorded. We did not find any request for an email confirmation of the cancellation. However, our customer service representative confirmed that your account would be canceled, and this was successfully processed.

  As your cancellation falls within our 30-day money-back guarantee, a full refund will be issued as our customer service representative also informed you. Should you require further assistance, please contact our customer service team at **************, option 3.

  Respectfully, 

  ARW Home 

  Customer Answer

  Date: 02/05/2025

   
  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:12/31/2024

  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.

  Multiple issues They canceled my policy without contacting me.They continued to cash my checks for at least 5 months, while the policy was canceled. ***** a month Then they reinstated my account, I didnt know about any of this activity Now Im trying to file a claim since December 13th to repair my dryer, it doesnt work at all Every time I call they come up with a new excuse to not send the repair company out One person tells you one thing and then the next tells you another I am continually passed from one person to the next None of them know policy or what they are doing I have multiple disabilities and one is permanent nerve damage Not drying my clothes makes them rough This sets off my nerve damage causing a great deal of pain I have told them this multiple times I am unable to lug my laundry around to dry it elsewhere The money amount is an estimate

  Business Response

  Date: 01/01/2025

  Thank you for bringing your concerns to our attention, ****. 

  Upon reviewing your account, we found that while your account is active, the dryer claim was canceled due to your request for a refund of the trade service fee. According to our Terms and Conditions you are required to pay the trade service fee.

  Regarding your policy, we acknowledge that there was a period during which payments were received but not processed due to insufficient funds. Please note that refunds are only applicable within the first 30 days for new customers, and as such, no refund is due.

  We understand the importance of having a functional dryer. We are committed to resolving this issue promptly once the required ************* Fee payment is made.

  Please contact our claims team at ************ option 1 to discuss the next steps and ensure a swift resolution.

  
  Sincerely,
  ARW Home

  
  

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22750042
  
  I am rejecting this response because:
  
  Sincerely, I filed this because while they shut down my account they continued to cash my checks

  i contacted them for a year that my credit cards were compromised and I had to pay by check. Which I did. They cashed my checks and shut down the account 

  I want a refund for the money owed while the account was shut down. I have bank statements of the cashed checks  85.00 a month they  can not cash checks if I do not have an account 

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

  Business Response

  Date: 02/10/2025

  We appreciate you reaching out and understand your concerns.

  Upon reviewing your account, we found that your policy has been canceled.

  Your dryer claim was closed following your request for a refund of the trade service fee. Per our Terms and Conditions, the trade service fee is required for claim processing.

  Additionally, we acknowledge that there was a period when payments were received but not processed due to insufficient funds. As a reminder, refunds are only applicable within the first 30 days for new customers, and based on our policy, no refund is due for payments made outside of that timeframe.

  Sincerely, 

  ARW Home

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22750042
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  I am not satisfied because ARW closed my account and then continued cashing my monthly checks. I want to be Reimbursed for the amount of the checks cashed while my account was closed. 
  I am ubable to do a lot of the things requested here because my phone is very old I need to speak to someone on the phone. I am disabled and need assistance 

  I have bank records that prove the checks were cashed. No one from ARW ever informed me my account was closed. No one that I spoke with could answer questions and some were plain rude.   Please give me a working phone number that someone will actually  Answer

• Initial Complaint

  Date:12/24/2024

  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.

  Repair never happened

  Business Response

  Date: 12/26/2024

  Thank you for bringing this matter to our attention, ******.

  Upon reviewing the technician's findings, it was determined that the issue with your refrigerator not cooling was due to the compressor not receiving the necessary voltage. This was caused by a mice infestation, which falls outside the coverage terms of your plan. 

  We recommend you address the mice infestation to prevent further appliance damage. 

  No refund is due per the terms of your plan. If you need any more help, don't hesitate to contact our customer service team at **************, option 3. 

  
  Regards,  
  ARW Home 

• Initial Complaint

  Date:12/03/2024

  Type:Billing 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 1/2/24 (11 months ago) my wife and I signed up for home warranty service. (I think it was under my wife's name: ***** Gujrati.) Anyway, we wish to discontinue - i.e., we do NOT wish to renew. Yesterday (12/2/24) ARW attempted to charge our credit card, which ********** (card isuer) notified us of potential fraud. I contacted ARW to cancel. I was informed if I cancel today, there's a $50 cancellation fee. I said I do not want to terminate early; what I want is to NOT renew on 1/2/25 for $570 for 1 year. I was told that I need to call them within 3 days before 1/2/25 in order to avoid automatic charge to our ***** credit card. This is not acceptable to me: to have to remember to cancel. I want to terminate all business transactions with ARW with ABSOLUTELY NO future credit card charges.

  Business Response

  Date: 12/04/2024

   

  Thank you for bringing this matter to our attention, ***. We apologize for any inconvenience caused by the recent renewal attempt and the associated communication issues.

  We will be issuing a full refund for the recent charge and canceling your account, as requested. You will not incur any cancellation fees, and there will be no future charges to your credit card.

  We appreciate your feedback and are committed to improving our process.  If you have any further questions or concerns, please do not hesitate to contact us.

  
  Sincerely,
  ARW Home

  Customer Answer

  Date: 12/11/2024

  One final action needed from ARW: destroy our credit card number and provide confirmation that you've done so.

  Thank you.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22635585
  
  I am rejecting this response because:

  One final action needed from ARW: destroy our credit card number and provide confirmation that you've done so.

  Thank you.

  
  
  Sincerely,
  
  *** Gujrati

  Business Response

  Date: 12/12/2024

  We acknowledge the request to destroy your credit card number and provide confirmation of this action. Please be assured that the account has been canceled and the payment method has been removed from our processor. Therefore, there is no current method of payment on file, and the account is indeed canceled.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I mistakenly called ARW Home Warranty, thinking it was the home warranty I use, AHS Home warranty. I spoke w/the representative named "*****". I explained to him how I had missed the last month's payment for both my homes, and I wanted to make the payment. So, instead of him telling me that I had the wrong company, he connivingly started accounts on my houses w/ARW Home. Afterwards, during the conversation, I realized this was not the right company, I told him to cancel the contracts because I thought I was on the phone w/AHS Home Warranty and not ARW Home Warranty. I told him I already have my homes on warranties with another company. He said "well we are a better company and are cheaper." I told him that I did not care to please cancel what he had done. Somehow, the phone line disconnected and I had to call back. I was kept on hold and each person I talked with they kept giving me the "run around". Then I finally spoke w/***** again and he kept trying to argue with me about keeping the account open and that I would be better off with them. I told him that is not the point...and I did not want to be with a company that does not have integrity. ***** knew I had the wrong company but he continued as if I had. He conned me and refused to cancel the account. In addition, the company has taken money out of my account after I repeatedly told them to cancel the accounts.

  Business Response

  Date: 12/03/2024

  *******, thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you experienced during your interaction with our representative, *****.

  We understand that you mistakenly contacted ARW Home Warranty instead of your intended provider, AHS Home Warranty. We deeply regret the confusion and the subsequent difficulties you faced in trying to cancel these accounts.

  As soon as our escalations team received notification of your complaint, we took immediate action to cancel the accounts and issue a full refund. Please be assured that we are taking measures to prevent such an incident, including additional training for our representatives to handle situations with integrity and transparency.

  We value your feedback and are committed to improving our service. If you have any further concerns or questions, please do not hesitate to contact us directly.
  
  Sincerely,

  ARW Home Warranty

  Customer Answer

  Date: 12/03/2024

   
  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:11/25/2024

  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.

  Called in a claim about 2nd residencial furnace not working and was told it was not covered. It was covered.

  Business Response

  Date: 11/26/2024

  Thank you for reaching out regarding your heat claim, ***. We understand your concern and appreciate the opportunity to clarify the situation.

  Upon reviewing your account, we see you purchased the Kitchen Plus plan. As outlined in the attached declaration of coverage page, this plan specifically covers kitchen appliances and does not include central heating or air conditioning. Therefore, the claim denial on 9/5/24 for your heating system is in accordance with the terms of your plan.

  If you are interested in upgrading to a plan that offers broader coverage, including central heating, please contact our customer service team. They will be happy to assist you with finding a plan that better suits your needs.
  

  Thank you for your understanding.
  

  Best regards,
  ARW Home

• Initial Complaint

  Date:11/19/2024

  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 writing to file a formal complaint against ARW Home, a home appliance warranty company, regarding their unethical and dishonest practices that have caused significant financial and emotional distress to my elderly parents, ***** (81 years old) and ****** ******* (75 years old). They are on a fixed income and paid over $600 for a one-year warranty plan, only to have their claim for a replacement refrigerator wrongfully denied.The following outlines the issues we have faced:Delayed and ******************* When the refrigerator stopped working, ARW arranged for a repair technician who could not schedule a visit for three weeks. After repeated complaints, we were advised to find our own service provider. We paid ******, a local repair company, a non-refundable $150 service fee. ****** determined that the refrigerator required two parts for repair (the ice maker and water dispenser), but these parts were no longer manufactured. They advised us to purchase a new refrigerator.Failure to Reimburse: We purchased a new refrigerator from Lowes and submitted all required documentation to ARW, including the TECKNO service report, proof that parts were unavailable, and the receipt for the new refrigerator. ARW repeatedly claimed they did not receive the paperwork, prompting us to resend it multiple times. Despite our persistence, ARW ultimately denied the claim, citing a power surge as the cause of the damage.False Statements and Lack of Accountability: ARW stated that TECKNO technician ***** attributed the issue to a power surge. However, ***** categorically denies making this statement and confirmed that there was no evidence of a power surge. When confronted, ARW claimed they would review recorded phone calls but failed to follow through. This misrepresentation is a blatant attempt to avoid honoring their obligations.

  Business Response

  Date: 11/20/2024

  *******, thank you for bringing your concerns to our attention. We would like to address your complaint directly. 

  The refrigerator claim was denied based on our Terms and Conditions (T&Cs) Section D, Numbers 1e and 12, which pertain to power surges, as previously explained. In your email dated 11/19/24, you mentioned: "We hired someone to fix it they told us the part failed. No one indicated why the part failed but what happened was after a power outage in ******* when the power was restored, the refrigerator never turned on again." 

  On 11/19/24 at 1:54 PM, a claims manager contacted the service provider (**) on a recorded line. The SP's dispatcher noted that there were several storms in the area when you called for the repair, suggesting a possible power surge as the cause. These comments align with your email, supporting the claim denial. 

  We take allegations of false statements seriously. 

  We understand the impact this situation has had on ***** and ****** *******. While we must adhere to our T&Cs, the claim is denied and will remain denied. Please contact our customer service team directly for further assistance. 
  

  Sincerely,  
  ARW Home 

• Initial Complaint

  Date:11/18/2024

  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 had a contract with this company and they sent a contractor out to service my washer and the contract sent in false information that lead to my claim being denied. I tried explaining my concerns but they still wouldn't reconcile their decision. The contracting company sent in false pictures and false report. I pd for another company to come out to get a 2nd opinion. But ARW still denied the claim per the contractor that they sent out

  Business Response

  Date: 11/19/2024

  Hello Ms. ****************** understand your frustration and appreciate the opportunity to address your concerns. 
  

  After a thorough review of your claim and the supporting documentation, we regret to inform you that our decision to deny the claim remains unchanged. As previously communicated, the denial was based on evidence of pest infestation, which is explicitly excluded under the terms and conditions of your plan. 

  The pictures submitted by both you and our technician clearly show the same background, confirming that the issue was indeed present in your home. According to our plan's terms and conditions, under section D, standard exclusions include: 
  

  D. THE FOLLOWING ARE CONSIDERED STANDARD EXCLUSIONS: Any failure that affects the proper operation of a Covered Product caused by any of the following: b. pet damage, pest infestation. 
  
  We have included the pictures you provided as well as those from the technician which are location and time stamped as you were previously advised to show that they were taken in the same location. Unfortunately, as pest infestation is a standard exclusion, we are unable to approve your claim. 

  We understand this is not the outcome you were hoping for. However, as previously stated, the terms and conditions have been followed, and the evidence you provided overwhelmingly supports the findings.

  
  Sincerely, 
  ARW Home 

  Customer Answer

  Date: 11/19/2024

  I do not and never have had a ***** infestation and I never sent pics of showing ***** infestation except to the old pictures that your technician sent in. I have asked you all to get the details from the technician phone itself that shows on phone .under the pictures and not what he the technician noted. Also the floor  molding does not match my molding and also in my pictures shows a even amount of dust in his pictures and the washing machine that he was so careful not to get pictures of the whole washing machine is not mine and I did get a second opinion from another company.  The pictures that was sent in by technician is definitely not mine washer nor my house.  And my pictures will show that. It's the small details that you have to be willing to look at if

  Customer Answer

  Date: 11/19/2024

  The picture with the red arrows are pics the tech sent. Showing the floor. If you look at the moulding and quarter round in the pics you can tell that's a different floor and also my floor have more dust.the pic with red arror is the picture the tech presented and the last 2 picture are actually in my house

  Customer Answer

  Date: 11/19/2024

  This is different diagnose from other technician from *****

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22571581
  
  I am rejecting this response because:

  I do not and never have had a ***** infestation and I never sent pics of showing ***** infestation except to the old pictures that your technician sent in. I have asked you all to get the details from the technician phone itself that shows on phone. under the pictures and not what he the technician noted. Also, the floor molding does not match my molding and in my pictures shows an even amount of dust in his pictures and the washing machine that he was so careful not to get pictures of the whole washing machine is not mine and I did get a second opinion from another company.  The pictures that were sent in by technician is not mine washer nor my house.  And my pictures will show that. It is the small details that you must be willing to look at.

  The picture with the red arrows is pics the tech sent. Showing the floor. If you look at the moulding and quarter round in the pics you can tell that is a different floor and my floor have more dust. The pic with red arrow is the picture the tech presented and the last 2 picture are in my house

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

  Customer Answer

  Date: 11/19/2024

  I feel the company ARW is not being fair and not taking in consideration of the 2nd licensed contractor and ARW is not willing to see the point and or negotiate fairly.  And I choose to move forward 

  Business Response

  Date: 11/20/2024

  Ms. ********, the pictures submitted by both you and our technician clearly show the same background, confirming that the pest infestation was indeed present in your unit. According to our plan's terms and conditions, under section D, standard exclusions include D. THE FOLLOWING ARE CONSIDERED STANDARD EXCLUSIONS: Any failure that affects the proper operation of a Covered Product caused by any of the following: b. pet damage, pest infestation. We understand that this is not the outcome you expected, but the terms and conditions of the plan have been adhered to and as a result the claim denial cannot be overturned.

  Sincerely, 

  ARW Home

  Customer Answer

  Date: 11/20/2024

  Sir/ ***** look at the ridges in the molding and did he remove the quarter round from around the floor before he took pictures and did he dust.behind the washer. Can you get your technician to send you the picture from his phone with the details noted from phone and not from his computer. This is wrong by all means. You see the design in the molding is not the same at all. Maybe we need to have a hearing so sometime can see the picture.  Because the moulding is definitely different and plus it shows no quater round at the bottom of his picture around the moulding.  This is not fair for the technician to get away with this. And no I'm not satisfied because I paid you all for a service and I'm not being treated fairly is my opinion.  At least give me all my money back. I've had different technician to come out to my house sent by you guys and why all of a sudden I now have a  pest infestation.  . This is so wrong on so many levels. And it's really bad to let an employee do this to consumers.. and then they are not professional to take a screenshot of the message that they posted under my review to send to my phone personally.  

  Customer Answer

  Date: 11/20/2024

  Please look at the ridges/ details in the moulding and look closely at the quarter round 

  Customer Answer

  Date: 11/20/2024

  Then the technician had the audacity to ask me to send them pictures 

  Customer Answer

  Date: 11/20/2024

  Please get the technician to send you the picture and details like I did in this picture that I'm just using for an example. 

  His original pic should or will have details about the picture and when time it was taken and also the phone that was used taking it

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22571581
  
  I am rejecting this response because:

  Sir/ Madam look at the ridges in the molding and did he remove the quarter round from around the floor before he took pictures and did he dust.behind the washer. Can you get your technician to send you the picture from his phone with the details noted from phone and not from his computer. This is wrong by all means. You see the design in the molding is not the same at all. Maybe we need to have a hearing so sometime can see the picture.  Because the moulding is definitely different and plus it shows no quater round at the bottom of his picture around the moulding.  This is not fair for the technician to get away with this. And no I'm not satisfied because I paid you all for a service and I'm not being treated fairly is my opinion.  At least give me all my money back. I've had different technician to come out to my house sent by you guys and why all of a sudden I now have a  pest infestation.  . This is so wrong on so many levels. And it's really bad to let an employee do this to consumers.. and then they are not professional to take a screenshot of the message that they posted under my review to send to my phone personally. 
  
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 11/21/2024

  I would like to move to next step. This is so wrong.  If you look closely.  That is not the same. I would like to proceed to next step. 

  Customer Answer

  Date: 11/21/2024

  Why is your technician not responding. Why are you afraid to ask him for pictures with the details.  Why are you your company not being honest and not really looking at all the details. Just Why you're being dishonest Why let a technician get away with doing consumers like this.

  Why will the technician company not respond to and about complaint