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:10/31/2024

  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.

  On 9/15/24 I put in a claim for my ac unit. The technician sent information back to them to let them know the unit could not be fix. My unit is ac with a heat pump. My contact covers for my central air and heat. So I assumed I would get the max of 5000 to cover my unit. However that not what I got covered. So on 10/4/24 I talk with several agents because I didn't agree with them on the amount that was offered. I talk with a manager and after going back and forth with her. She told me I could put in a claim for my heat pump. Which I had to pay 100 for another technician to come out. However on 10/9/24 the manager calls back and said they just added that on to my first claim and they would refund my 100 back 7 to 10 business days. I called twice and haven't received anything as of yet. Also I have been blocked for calling the company. I have to call from another number to get through to talk with someone. Im okay if they don't want to do business with me. I just want my refund and to cancel my contract.

  Business Response

  Date: 11/01/2024

  Hello Sheba,

  Thank you for reaching out and sharing your concerns.

  Our records indicate that your claim for the ** unit was processed according to the terms and conditions of your contract. The refund for the additional technician visit was processed on October 30th.

  We have verified that your phone number has not been blocked, and there are no records of calls from other numbers. If you have experienced difficulties reaching us, we sincerely apologize for any inconvenience.

  To cancel your contract, please note that you will need to call our customer service team directly, and there will be an early termination fee as outlined in your agreement.

  We value your business and are here to assist you. If you have any further questions or need additional support, please do not hesitate to contact us at ************ option 3.

  
  Best regards,
  ARW Home

  Customer Answer

  Date: 11/01/2024

   
  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:10/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted American residential Warranty on September about a plumbing issue with my home, they contacted me 3 days later. Never was able to get back in contact with them.I contacted American residential Warranty on October about Ac issue, and I have not heard anything back. Winter is around the corner, so I am working on trying to fix my ac.This business does not care about me as a customer. Plumbing and ac issues are serious matters this business failed to respond to after already paying for the yearly service.

  Business Response

  Date: 10/31/2024

  Thank you for bringing your concerns to our attention, Wick. We sincerely apologize for any inconvenience you have experienced. We understand that plumbing and AC issues are serious matters.

  Our records indicate that we contacted you after your initial request and left a voicemail, as we do not have a payment method on file. Unfortunately, we did not receive a response from you. We apologize if there was any miscommunication or if our follow-up was insufficient.

  To resolve these issues, we will have an agent contact you as soon as possible to set up your claims. We are committed to providing the service you deserve and ensuring your home is comfortable and functional. Please feel free to reach out to our claims department directly at 877-ARW-AGNT, Option 2.

  
  Thank you for your patience and understanding.

  
  Sincerely,
  ARW Home

  
  

  Business Response

  Date: 11/01/2024

  We assigned a representative to follow up with the customer, but he has not been able to establish contact. A voicemail was left explaining the purpose of the call, which is to assist the customer with opening the claims, along with our phone number.

  Sincerely,

  ARW Home

  
  

  Customer Answer

  Date: 11/01/2024

  American Residential Warranty called me back twice today and left me a message to call back and dial 1. I followed instructions and called back twice, call took me to an automated message for filing a new claim, so I wasn't able to get in contact with customer service to assist me with my original claim. I tried the online chat, that was also a failure to get in contact with anyone. Please see attached for proof. Took 45 minutes in chat mode! With no response,  Thank you!

  Customer Answer

  Date: 11/12/2024

  American Residential Warranty made contact with me. An HVAC technician was sent out to diagnose my blower motor to which I told one of the customer service agents I fixed because it's getting cold and that ARW took too long to respond. The technician told me that ARW declined the service but charge me 125 dollar service fee. I stopped payment on the declined service. ARW made contacted me on November 8th, about service being on hold because of the stopped payment. I explained that, they cannot charge me for a service that they declined. I been giving the run around with this company. Only reason ARW responded because of the complaint I made to BBB. First work order about plumbing took 3 or more days for me to get a response, second work order with my ac unit took a week or more and a complaint for them to contact me. 

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22495351
  
  I am rejecting this response because: I fixed my blower motor and a technician was sent out to inspect that part and not my entire AC unit. ARW charged me 125 service fee, and declined the service by the hvac technician. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 11/14/2024

  We understand your frustration and would like to clarify the circumstances surrounding your claim.

  The claim was initially denied due to the improper installation of the blower motor. The service technician later determined that one of the screws had fallen off over time, causing the blower motor to run loudly and eventually stop working. We appreciate your efforts in fixing the blower motor yourself.

  However, the claim was ultimately closed due to the chargeback you initiated with your bank for the ************* Fee. This action prevented our claims department from proceeding with the repair process. As a result, the matter is now considered closed on our end.

  We hope this explanation clarifies the situation. If you have any further questions or concerns, please feel free to reach out to us. Have a good day.

  Sincerely,

  ARW Home

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22495351
  
  I am rejecting this response because: HV** technician found no issues with my blower motor after replacement. I attached old blower and the position showing it wasn't loose. ARW did not send an ************ to properly access my ** unit for further damage. Attached is another quote I paid out of pocket to get my ** unit proper inspection, and the recommendation was replacement. ARW declined to further investigation on the ** unit. 

   

  files won't upload.
  
  Sincerely,
  
  **** ********

  
  

• Initial Complaint

  Date:10/28/2024

  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 purchased a home warranty with this company ,the *** over the phone answered all my questions and assured my coverage concerns where addressed but when it came to file a claim I was denied because they considered this a maintenance issue even though on their website they sell a different picture .they emailed me the coverage list it was vague and very misleading and their policy as to where my responsibility ends and their obligation starts is 100% unilateral in their favor .I requested a refund and got again a very unilateral answer and was denied . They would not even consider a partial refund .

  Business Response

  Date: 10/29/2024

  Hello ******,

  We have carefully reviewed your claim, and the diagnostic information provided. Unfortunately, the denial of your claim remains valid as per the terms and conditions of the plan. The section detailing the reason for the denial was previously emailed to you for your reference.

  Regarding your request for a refund, we regret to inform you that, according to the plans terms and conditions, you are not eligible for one. We understand this is not the outcome you were hoping for, but we must adhere to the plans guidelines.

  Your account has been cancelled, and no further payments will be withdrawn.

  
  Best regards,
  ARW Home

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22483305
  
  I am rejecting this response because:
  I do not agree with this companys response I believe their policies are unclear and not consumer oriented.a person not familiar with the terminology would need to hire an expert to understand further more the sales team was over selling the value over the initial phone conversation saying any appliance breaks they either fix or replace 
  Sincerely,
  
  ****** ******

  Business Response

  Date: 10/31/2024

  ******,

  Thank you for your feedback. We apologize for any confusion or frustration you have experienced. We strive to ensure our policies are clear and consumer-friendly, and we regret that this was not your experience.

   

  Sincerely, 

  ARW Home

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22483305
  
  I am rejecting this response because: if you truly regret the confusion caused by all the verbal sales pitch of your sales team and strive for customer satisfaction you would have agreed to at least a partial refund 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/27/2024

  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.

  ARW HOME was contracted three times. ***** during Covid. Repairs were extremely delayed - a 6-month wait (100's of dollars) for a dishwasher repair (claim # ********). A new contract in 2022 was ended after 2 months wait resulted in a false claim the part is no longer made. The mfr and [per ******* 100s of vendors carry the part. The final attempt was between July 2023 and September 2023. I was unable to file a claim for my AC. The Company practices appears to be intended to NOT fulfill their contractual obligations.I canceled the service, for the last time. The Company "Contact Us" page leads to their phone number. The representatives insist the only way to cancel a policy is by calling into a line they supposedly record. I did call and canceled the contract in September 2023.The Company is actively preventing a written record. I learned why now. On September 27th, 2024, I learned the Company has been charging my domestic partner's card for 12 months.Upon calling the company on September 27th, 2024, I spoke with several representatives. The first representative uploaded an invoice dated September 27th, 2024, then denied doing so. The same person claimed that I did not call on September 2023 to cancel, but was on a DNC list (as their client?) and that the claim was for the (repaired) dishwasher. A later call resulted in a notice that I refused to pay (?).All call **** claimed falsely, that there is no email addres that I cannot contact a supervisor or escalate. They all stated that my choices were to cancel (going forward) or continue. I would like a refund of the $799.88 I was bilked.

  Business Response

  Date: 09/30/2024

  Hi Alon,

  
  After reviewing your statements alongside the call recordings and account documentation, we were unable to support any of your claims. As a result, we have canceled your account. Unfortunately, you are not eligible for a refund according to our terms and conditions, as you were a monthly payer. However, please be assured that no further funds will be withdrawn from your account.
  

  We wish you all the best and are sorry we couldn’t assist you further. We believe this is the best resolution.
  

  Sincerely,
  ARW Home

• Initial Complaint

  Date:09/25/2024

  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 signed up with this company and none of the claims I submitted were covered. They charged me an additional $125 each time someone was sent out to deny the claim. Ive tried to reach this company for over two months to cancel the warranty that was auto drafted a second year out of my bank account. Ive called morning afternoon and evenings. When you press the prompt to cancel different message play. Once it said the office was closed for a holiday. The holiday was two weeks before. Or you hold endlessly and no one comes on. I need the subscription canceled and a refund.

  Business Response

  Date: 09/30/2024

  Ms. *******,  

  
  Thank you for your feedback. We have reviewed your complaint and found that the denied claims were in accordance with the terms and conditions of the plan, which were provided to you at the time of enrollment along with a 30-day money-back guarantee. Additionally, our records indicate that each time you called, you hung up while waiting to be transferred to an agent. 
  

  We have canceled your plan and issued a prorated refund, which you should receive within 3 to 10 business days, depending on your financial institution. We wish you well and apologize for not meeting your expectations. If you have any questions or need further assistance, please feel free to call us at ************. 

  
  Sincerely,  
  ARW Home  

  Customer Answer

  Date: 09/30/2024

   
  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:09/23/2024

  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.

  On 8/3/24, I contacted American Residential Warranty (ARW) to discuss the air conditioner not working in the house. On 8/5/24 I submitted to ARW the required documentation and sent more requested information on 8/9/24. 8/21/24 : I received 2 emails from ARW. 1st email stated: You are being reimbursed for the covered cost of $2,026 This has been sent to ARW Accounting for payment, you will receive a check in 2-3 weeks 2nd email stated: We have a reimbursement offer for you of $1091.11. This amount represents $2026.00 of reimbursement minus the balance of your service plan fees of $934.89 for the term. With this reimbursement, your warranty is paid in full for the term and you may continue to place claims for the current term. Do you accept this reimbursement? I responded t stating that I wanted the reimbursement of $2026. 8/22/24 An ARW representative called asking if I accepted the offer of $1091.11. I told her that I would accept the full amount of $2026 and I did not want to prepay the service fee. She said ok and that a check would be sent. 9/13/24 I spoke to a representative who stated that the service plan fees had to be paid in full before I received a reimbursement. I asked to speak to a manager and he stated a manager would call. 9/23/24 I called ARW because I hadnt heard back from anyone. He stated that the new amount would be $1176.10 and the rest of the money would go towards the service fees. I asked to speak to a manager and the representative stated that he could put in a request for me to speak to a manager but that no one would call me back. I was on hold and the call dropped. I called back and the representative I spoke to stated that the system automatically subtracted the remaining service plan fees. I asked where that was stated in writing. She sent a copy of the Declaration of Coverage, which does not state that. It has been over a month since I was told that I would receive a reimbursement of $2026.

  Business Response

  Date: 09/30/2024

  Hello, Ms. Mcpherson,  

  
  We reviewed your complaint and found that when you spoke with our agent on 9/23, she informed you that your request was being escalated to management. The matter was reviewed and resolved on the same day as per your request. You should receive the check within 10 business days. If you need further assistance, please don’t hesitate to give us a call. 
  

  Sincerely,  
  ARW Home 

• Initial Complaint

  Date:09/17/2024

  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.

  I paid for a policy (ARW172443811826) with American Residential warranty on September 16 2024 at 5.30pm. I agreed to pay in a special promotion of $54.99 per month for the plan. I checked my credit card statement later that evening they had charged me $75 per month for the plan. That made me irritated and caused me to call in September 17 2024 at 9 am to cancel. Ist call, I was left on hold for 30 minutes with no answer or response from agent. 2nd call connected with an agent who said they couldn't help me and would have a manager call. 3rd call at 10 am, connect with an agent, made my request to cancel immediately. Agent process and tells me policy will terminate October 15 2024. On the policy contact, it states they can keep the fee if cancelled past 30 days. This agent conveniently schedule termination after the 30 period. I clarify that I want it cancelled immediately, I get deflection as to when it will and can be closed. I'm told that they can't do anything because it's already in, even though I clearly started from I want to immediately cancel. Their contact means nothing and their goal is to keep that payment at any cost. The promotions are just ploys to motivate the sale. It is never honored and the cancellation process is intentionally overcomplicated and misrepresented to create a mistake or misunderstanding that takes 30 days or more to clear up.

  Business Response

  Date: 09/18/2024

  Mr. ****, 

  
  Thank you for reaching out about your recent experience with ARW Home. We sincerely apologize for not having the chance to resolve the payment issue and understand your reason for requesting a cancellation. Your account has been canceled as requested, and we are processing your full refund. The refund will be credited back to your account within 3 to 5 business days, depending on your financial institution, which is beyond our control. We hope this resolution meets your expectations. 
  

  Sincerely,  
  ARW Home  

• Initial Complaint

  Date:09/15/2024

  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 really dont like giving bad reviews or filing complaints but my husband and I got this warranty several years ago when we moved into our new house. We purchased a ******* refrigerator (buyer beware-******* electronics are good appliances SUCK) and after sometime the ice maker stopped working or kept icing up terribly. ARW sent a *** out to ***lace ********* than a month it did it again but when we called back the *** said we had already made a ********** was nothing they could do. ??Fast forward to a little over a wk ago our ******* stops cooling. We open ************* is spoiled. We see ice build up in *********** you could hear scrapping or hitting the built up ice. We filed a claim & because it was Labor Day weekend we knew it may take a few days to ****** Once they ***lied they gave us a date for technician to come out. We waited for tech but then received an email that there was no service tech available & we were being reassigned. The next email we received was that service was cancelled by customer and there would be a cash out instead. Once we called, the *** said that they wont come out so theyll send via digital payment a $500 cash out. Our French door ******* is worth way more than $500. The ***s said that we can use the $500 to attempt to get it fixed or use it to ***lace the refrigerator. I dont know what galaxy the *** was on but theres nowhere I could go to get a refrigerator for $500 especially the kind that we had. They sent them money via ****** and then of course ****** takes out a fee because the warranty company sent it from a third-party account thats attached to their ****** account. Instead of having money sent from ****** to ******, the money probably was sent from their back up source through ****** to our ****** account so over $11 was taken out from the cash out. Im so sick & tired of companies getting over on hardworking people. Service techs wont come out & our food is still going bad. We should get more money back. #disgraceful

  Business Response

  Date: 09/16/2024

  Thank you for your review, ******. Upon reviewing your claim and the details of your plan, we determined that the cashout offer aligns with the coverage outlined in your Declaration of Coverage page. The offer is consistent with the plan's terms and conditions. An email detailing your plan coverages has been sent to you, should you need to review them.

  We trust that this explanation, together with the plan's terms and conditions, will help resolve any concerns you may have.
  
  
  Regards, 
  ARW Home

• Initial Complaint

  Date:09/12/2024

  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 been *** company for over 7 months of more , i filled a complaint for my dishwasher , They sent a plumber then say he couldnt fix it i need a appliance I need appliance to come out. They sent up appliance out and said that the dishwasher needed to be replaced. OK they sent me a check for $316. I cant get a dryer dishwasher for that price so I told him that so I told him I just rather cancel to be bothered with that because I have been with him a while salesman on the phone said that I had only been with them for too much which was a lie. I have a bank statement showing where I have paid them more than two months so then after I did that file $216 out of my account for two cancel my account and the payment of $80 a month what I usually pay they took that out of my account Im not satisfied with the company. I think they did me wrong and I think they did it because I dont know. I am a senior and I dont think that was right and I tried to explain to them that that wasnt right to pay. I had to pay for the council my account which I thought was saying but anyway and they took the eight dollars I didnt mind that but I wanted to cancel because I didnt get good service and nobody can buy a dishwasher for that price. I told him that I have been with them too long, but I have appreciated it , but I know one of their service

  Business Response

  Date: 09/13/2024

  ********, we have received your complaint and thoroughly reviewed your account. When you opened the claim, you reported that water was backing up into your sink, which is why a plumber was dispatched to assess the issue. The plumber determined that there was no drain issue; instead, the water was getting stuck in the dishwashers supply line and not dispensing correctly. An appliance technician later determined that the dishwasher was beyond repair. As the plans Terms and Conditions outlined, a replacement was the next step. The claims department provided a buyout offer based on a comparable unit from ***************

  
  When you requested to cancel your plan, the agent reminded you of the early termination fee, as specified in the Terms and Conditions. This is the charge you received.

  
  In conclusion, our investigation found that the team followed the plans Terms and Conditions. We understand that this outcome may not be what you expected, but all information supporting our findings is detailed in the Terms and Conditions. If you have further questions, please dont hesitate to contact us. A member of our escalations team also attempted to reach you to explain this and address any additional concerns.

  
  Sincerely,
  ARW Home

• Initial Complaint

  Date:08/28/2024

  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.

  We got a warranty from these folks for our house, paying 79 dollars a month for it and paid the deductible 125. We have a broken microwave and we called out a serviceman to look at it who was from Mr. ********** He looked at it for 2 minuets, said it was broken and sent in his quote. We spoke with American Residential a few days later from the claims department saying that they would provide us 215 dollars and we would have to fix it ourselves. He kept saying look at the policy, but in the policy it says it covers me up to 1000. He did not budge on that statement and said something about a fraction of s and thus do not pay for removal or replacement of anything. This is antithetical to what the sales person has told us over the phone, where they said they will help take out and replace. They tell me if I wanted it replaced and installed I would have to do it myself. Ultimately I never received the full blown policy, I do not see the section S they mention, I just received the payouts.

  Customer Answer

  Date: 08/30/2024

  DIRECT-TO-CONSUMER CHANNEL SERVICE PLAN COVERAGE SUMMARY
  
  Service Plan Number: ARW171440924170
  
  Service Plan Holder: **** AND *************************
  
  Page 2
  
  Covered under
  
  Claim Limit of Liability per 12-month period for Product Less than or Equal to 10 years Old
  
  Claim Limit of Liability per 12-month period for Product Greater than 10 years **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** (Fixtures Included)
  
  X
  
  $1000.00
  
  $1000.00
  
  Plumbing Stoppages (Fixtures Not Included)
  
  X
  
  $1000.00
  
  $1000.00
  
  Interior Electrical System
  
  X
  
  $1000.00
  
  $1000.00
  
  Water Heater
  
  X
  
  $1500.00
  
  $1500.00
  
  Clothes Washer
  
  X
  
  $1000.00
  
  $1000.00
  
  Clothes Dryer
  
  X
  
  $1000.00
  
  $1000.00
  
  A/C Advantage
  
  X
  
  $10/lb or part of AC limit $10/lb or part of AC limit
  
  Plumbing Advantage
  
  X
  
  Part of plumbing limits
  
  Part of plumbing limits
  
  External Water Lines
  
  External Sewer Lines

  That's policy that they sent me after the claim if you notice built-in microwaves have $1,000 limit I had a hundred and $25 deductible which I've already paid including my monthly payment they're offering me $215 to replace the microwave not to remove it or install it just a check for me to buy a new one I was told by the claims department that I have two months to accept this if not it just goes away.               My wife and I are both disabled and there's no way that we could put one in ourselves thank you for your concern 

  *********************;

  Business Response

  Date: 08/30/2024

  Hello ****,

  Following your discussion with senior management today, your buyout amount has been increased to include installation for your replacement microwave,which was previously approved per our terms and conditions (see below). We understand you were dissatisfied with the initial outcome and dissatisfied with the updated resolution. Still, our team has gone above and beyond to resolve this matter within the plan's terms. Please get in touch with our claims department within ten days to inform them of your decision to accept the updated buyout; otherwise, the claim will be closed after ten days.
  

  
  F. LIMIT OF LIABILITY AND CONDITIONS: 2. We have the sole right to determine whether a covered item needs to be repaired or replaced. If We decide to replace the covered appliance, item, system, or electronic equipment, We are responsible for replacement equipment of similar features, capacity, and efficiency, but not for matching dimensions, special configurations (i.e. short vs tall water heaters; small space configurations, etc.) brand, or color. We are not responsible for like-for-like replacement of appliances.

   

  Sincerely,
  ARW Home

  Customer Answer

  Date: 09/03/2024

   
  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,
  
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