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:08/27/2024

  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.

  I was trying to cancel my service with 08/27/24 , yet told I could not because of a recent claim for my dishwasher was still opened even though the dishwasher was fixed and operating a day prior, per ARW it would take up to 2 days to complete the opened claim inorder to closed it, I was in a rush when I went with this company made a mistake thought it was a company I had prior, I knew I than made a mistake. Hopefully this will help someone.

  Business Response

  Date: 08/28/2024

  Chanel,

  We have completed our investigation by reviewing your BBB complaint, along with our notes/calls. Upon this review, your account has been cancelled and we are glad to hear your dishwasher was resolved in a short amount of time.  No refund is due based on the claim initiation date and when the monthly payment was due.
  

  Regards,
  ARW Home

• Initial Complaint

  Date:08/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a policy for 1 year and then in July 2024, it auto renewed. I attempted to contact the company on several occasions resulting only to be on hold for up to 120 minutes on more than one occasion. After calling the company on 2 different phones and also starting a chat session on the 2 separate phones, after 56 minutes, I spoke to a person who after bullying me into keeping the policy, he agreed to refund me and cancel my policy. He even said he would stay on the line until the refund went through, verified credit card and all. Two hours later, a lady calls me and acts like the previous call and situation never took place and told me I could not get a refund because it had been 36 days and the policy is after 30 days, they cannot refund me the annual policy of $799! After a grueling call, she agreed to wait until 9/19/24 at which time of the next bill cycle, they would review all claims (there were none), figure pro-rated approved amount, etc. I asked approximately what that would be, she self informed me she was a supervisor, had no idea whatsoever. I asked, although I could never reach anyone, would I at least get the 11 months refunded, she has no idea, another team who my concerns would be escalated to, are the only ones who can figure. Very bad customer, lack of knowledge and very adamant that I should keep the policy, short of also bullying me.

  Business Response

  Date: 08/27/2024

  Hello ********,  

  
  We have reviewed the outcome of your claim, and as previously communicated, your coverage is limited to the liability outlined in the plan documents. These documents were emailed to you when you joined the plan and were sent again on two additional occasions in June. 

  
   We have provided you with your available options, which you have declined. Please note that the reimbursement offer is valid for 10 days from the date it was extended. We understand this may not be the outcome you anticipated, but we have adhered to the terms and conditions of the plan, as outlined in the emails sent to you. 

  
   If you wish to discuss this matter further, please contact our escalations department for additional assistance. 

  
  Regards,  
  ARW Home 
  

  
  

  Business Response

  Date: 08/28/2024

  Hello ****. 
  
  We recently sent a response to your complaint that was not intended for you, and we sincerely apologize for this oversight. We are currently investigating everything that occurred during your cancellation request. In the meantime, we've issued a full refund, as we understand you didn't want to renew. 
  Our goal is always to provide the best possible experience for our clients, and we apologize for falling short in your case. We hope the full refund helps to resolve the situation as we investigate and address the concerns youve raised. If you have any further questions, please dont hesitate to contact us.
  
  Sincerely, 
  
  ARW Home

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22200314
  
  I am rejecting this response because: I have still not received a full refund as of today 9/2/24.  Once I receive a refund, I would accept closure.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/03/2024

  Dear ****,
  
  
  The full refund was processed on August 26, 2024. A copy of the refund receipt has been attached for your records, with certain information redacted for privacy reasons. Should you not have received the refund, we advise contacting your bank for assistance. Wishing you all the best.
  
  
  Warm regards,
  ARW Home.

  Customer Answer

  Date: 09/03/2024

  I am watching for my refund and then Ill let you know.  Once refund is made, I will feel fairly treated.  Thank you for your help

  Customer Answer

  Date: 09/03/2024

  Is there any way to find out how they plan to do the refund and when?  
  

  thank you kindly and once I get the refund, I will close out this complaint.

   

  thank you, ****

  Customer Answer

  Date: 09/04/2024

  I had to submit a dispute to get my money back, the business did not technically issue a refund, I assure you.  Good luck to anyone who has to contact this company for any reason.  Hours on hold and nobody knows what the next person is doing or can do, even a Supervisor..

   

  thank you to BBB for bumping this along and helping me get my hard earned money back.  

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22200314
  
  I am rejecting this response because:

  I had to submit a dispute to get my money back, the business did not technically issue a refund, I assure you.  Good luck to anyone who has to contact this company for any reason.  Hours on hold and nobody knows what the next person is doing or can do, even a Supervisor..
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/26/2024

  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.

  June 19, 2024 I pd $5,160.00 to have a/c replaced it was completely broken. Called ARW, they never sent anyone out to service or to replace AC. I was advised by their team to contact someone and be reimbursed. I sent ARW, my receipts showing that the work was completed. They have failed to reimburse me my money. There are now asking me to accept $700 and be paid for the whole year through their contract but this is not what I was told to do I was told to pay out of pocket and email receipts and I would be reimbursed. I am asking to be reimbursed in full, $5,160.00 plus service fees $118.00

  Business Response

  Date: 08/28/2024

  Hello ********,  

  We have reviewed the outcome of your claim, and as previously communicated, your coverage is limited to the liability outlined in the plan documents. These documents were emailed to you when you joined the plan and were sent again on two additional occasions in June. 

   We have provided you with your available options, which you have declined. Please note that the reimbursement offer is valid for 10 days from the date it was extended. We understand this may not be the outcome you anticipated, but we have adhered to the terms and conditions of the plan, as outlined in the emails sent to you. 
  

  If you wish to discuss this matter further, please contact our escalations department for additional assistance. 
  

  Regards,  
  ARW Home 
  
  

• Initial Complaint

  Date:08/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke to an agent and explained that I was unsure of if I would be renewing my warranty policy and could possibly be moving. There was a note on my account that I requested my account be on hold and I was unsure and would be in contact to renew if I decided to. On 8/21 there was a charge on my credit card for 1 month of service. I called and spoke to ***** and she said there was a note on my account that I wasn't sure if I wanted to continue the policy but she explained to me that I should have told the other agent that I wanted to cancel although the previous agent did not say that to me. I asked for a refund of the just processed charge and she refused to refund me anything. I asked for a reference number regarding my call, that number is P271821

  Business Response

  Date: 08/28/2024

  *********,

  We have completed our investigation by reviewing your BBB complaint, along with our notes/calls. Upon this review we have confirmed that, at your request, the account was to be kept open while you decided whether to transfer the service or cancel.  Pending the response of your decision, a monthly charge was processed as scheduled.

  Unfortunately, this charge is non-refundable, as the request to cancel came after the payment was processed. We understand this may not be the expected outcome, our representatives acted according to your instructions and clearly explained that the account would remain open unless you requested otherwise. The account has been canceled, and no further payments will be withdrawn.

  
  Sincerely,
  ARW Home

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22185863
  
  I am rejecting this response because: At no time was anything "explained" to me that until I made a decision I would be charged the monthly fee, I asked and was told okay to put my account on hold until I made my decision. Please include the recording of this conversation on your response since you have such a detailed accounting of what was said.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/04/2024

  *********, please remember that all our calls are recorded, supporting the findings of the investigation. Consequently, the charge will remain nonrefundable as the request to cancel was received after the payment had been processed. As mentioned before, while this may not be the outcome you anticipated, our representatives followed your instructions and explicitly stated that the account would stay active unless you instructed us to close it.

  Sincerely, 

  ARW Home

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22185863
  
  I am rejecting this response because: This order was canceled after it was processed and I would like a prorated refund for the days of the month that I did not have coverage. Also I asked for the recording of the conversation to be sent to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/22/2024

  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 have a American Residential Warrental, I have with them every since the 7/15/2022. My freeze went out on the 8/4/2024. when I Sign up for the warrant they didn't tell me anything about a payout but they did tell me that if anything happen to any of my applicants if they could fit them that they would replace them. So my upright freeze went out they don't want to fit the freeze all they that want to do is often me ****** and it can be fit so can you all help me with this issue. I lost all of my food and they don't want to replace my food everything in my freeze was lost and the freeze was really hot and want come on anymore..

  Business Response

  Date: 08/23/2024

  Hello ****************,

  
  Thank you for sharing your concerns. After carefully reviewing your claim, we have determined that the correct course of action, based on the technician's assessment, is to issue the remaining payout up to the limit of liability as outlined in the plans terms and conditions. These terms and the declaration of coverage page detailing the coverage limits for each protected product were provided to you at the time of enrollment. We understand this may not be the outcome you were hoping for, but we hope this explanation and the plan documents clarify our decision.

  
  Sincerely,
  ARW Home

  Customer Answer

  Date: 09/09/2024

  I has another technician to come out and the technician that are has to come out written up five different parts that I needed but come to found out all I needed was the broad so I am not satisfied with their technician which is ********************** I them 125 dollars for nothing, then I had to pay another 75 dollars for another technician to come out again so I am out of 200 dollars they didnt send me nothing but 315 dollars so I am not satisfied with the outcome. I also has to throw my foods I think that ARW owe me a refund. Because I pay them every month on time.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22176666
  
  I am rejecting this response because:

  I has another technician to come out and the technician that are has to come out written up five different parts that I needed but come to found out all I needed was the broad so I am not satisfied with their technician which is ********************** I them 125 dollars for nothing, then I had to pay another 75 dollars for another technician to come out again so I am out of 200 dollars they didnt send me nothing but 315 dollars so I am not satisfied with the outcome. I also has to throw my foods I think that ARW owe me a refund. Because I pay them every month on time.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/10/2024

  *******, we have reviewed your response, and since the remaining LOL has been issued, we have fulfilled the terms and conditions of the plan. We hope this explanation, along with the plan documents, clarifies the outcome.
  

  
  Sincerely,
  ARW Home

• Initial Complaint

  Date:08/13/2024

  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.

  Our AC system failed and American Residential Warranty said they cover *********** Their technician (in another city nonetheless!) didn't contact me within their specified 48 hours so I got someone local to replace the whole AC for a total of $ 10K. The condenser is covered, but the technician didn't write all of the parts that failed due to there only being a couple of lines on their form. After an hour on hold, I was told the technician could submit a new form with the condenser failure listed even though it was listed on his invoice. I submitted pictures, receipt and a new form and they still refused to pay!!!

  Business Response

  Date: 08/14/2024

  Hello ******,

  
  We have investigated your complaint and the circumstances surrounding your AC claim. Upon thorough review, consistent with the plan's terms and conditions (provided below), it was determined that the failure was due to the coils, which led to the condenser's malfunction. Consequently, the decision to deny the claim stands. We understand this may not be your expected resolution, but the plan's terms and conditions were followed. If you need any more clarification, please do not hesitate to contact us.

  
  1. Central Air Conditioning System (includes Heat Pumps): NOT COVERED: coils.

  
  D. THE FOLLOWING ARE CONSIDERED STANDARD EXCLUSIONS:
  13. Any material, parts or labor required for: damage caused by equipment not covered.

  
  Sincerely,
  ARW Home

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22136362
  
  I am rejecting this response because:
  You are supposed to cover the condenser and compressor, both of which had to be replaced.  ************ provider didn't even respond within 48 hours and we had to find a local service provider because it was 100 degrees outside!  *********** provider said that he thought the receipt showing a new condenser was enough and he didn't note it in the comments. You wouldn't even let me go back to our service provider to submit a more detailed account of what failed!  That is NOT fair!
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/28/2024

  ******, 

  We understand this differed from your hoped-for outcome, but the plan's terms and conditions were appropriately applied.
  
  Terms & Conditions:
  1. Central Air Conditioning System (includes Heat Pumps): NOT COVERED: coils.
  D. THE FOLLOWING ARE CONSIDERED STANDARD EXCLUSIONS:
  13. Any material, parts or labor required for: damage caused by equipment not covered.
  
  Sincerely,
  ARW Home

• Initial Complaint

  Date:08/07/2024

  Type:Order 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.

  Company operates like all other warranty companies.Slow Hard to reach and in the end you issue is not warrantable.

  Business Response

  Date: 08/07/2024

  Hello *****, 

  Thank you for your review. We found that you recently joined ARW and opened a claim on August 6 for a window unit AC, which is not covered as it is not centrally ducted. This was communicated to you on August 7. ARW offers a 30-day money-back guarantee if you are not satisfied with your coverage, and you are still within the time frame for this if the plan does not meet your needs. Please feel free to contact our customer service department should you need further assistance.

  Sincerely, 

  ARW Home
  

• Initial Complaint

  Date:08/06/2024

  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.

  Incident occurred on 8/5/24. American Residential Warranty is not honoring the warranty. I am writing to dispute the denial of my claim. I was told by my claims person to get some one else to look at the shower leak because they had no one in **** that was part of the network. Therefore I called TJ Plumbing. Upon their arrival, the plumber saw where the water was coming from and stated that he was not sure if it would work, but he stated that he would try to remove the tool that had the leak. He stated that it may need an entire new shower connection, but he was not sure. He would try to save me some money. Upon completing the change, he stated that a leak had now started some where else. At that time he stated that it would need the entire shower hook up replaced. He also then informed me that the Home Warranty company had called his company about paying.I was told by the Agent that the service was denied because of the rotted pipe. The Pipe was not rotted on the outside and even with that part being rotted, it is still leaking. I am very concerned that I have not been even advised properly because the adjusters all just looked at the first note that said that the tool was rotted. I have attempted to talk to the adjuster with no success and I then requested to speak with a Supervisor and I was denied. I was told that a manager or supervisor could not override an adjuster.This was the first time the I used this service and I am very disappointed. When this service was sold to me, I was informed that it did not matter if the item or problem was old. I was told that it would be replaced.The plumbers were to send pictures to verify the problem, and it was very clear on the picture that the rotting was from inside the pipe and normal wear and tear from daily use, but I was still denied coverage. I would like the reviewed again, please. I still have a leak, and I still have this Home Safe Coverage.Thanks,*********************** **************

  Business Response

  Date: 08/12/2024

  ******, 

  Upon reviewing the details from our phone conversation, it has been confirmed that you do not hold an account with **********************. The information you provided indicates that your warranty services are with HomeSafe, and ***** is the claims administrator. ARW Home has no affiliation with HomeSafe or ARMIS, and therefore, we are unable to address your complaint. Documentation and emails from us will display ARW Home when you enroll in our plans. While we wish you success in resolving your issue, we are unable to provide assistance since you are not a customer of **********************. Should you consider changing plan administrators, please explore our offerings at ARWHome.com.

  Regards, 

  ARW Home

• Initial Complaint

  Date:08/03/2024

  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 decided to purchase home warranty And had ARW before. I contacted them again and spoke with sales person ******* and we went back and forth with emails and phone conversations with me asking about coverage for ever item in my house and if they replace it or not etc. etc. upon being happy with his sales pitch I finally purchased the home warranty. Well, first thing, outside drains didnt get covered as I thought but still spent the $125 to have the plumber come out as I was assured by ******* that it was one of our scenarios and something I paid extra for coverage. Second item, pool equipment I paid extra again for coverage, and was told that there is a cap of $1,000.00 on the pool, which did not cover it and I had to come out of pocket $1,200.00. And again I had asked my salesman about the pool equipment and if it needed to be replaced how much was covered and he assured me the initial $125 call out fee would be the only aspect I covered. I was completely lied to and *** demanded a supervisor get involved but have not recieved any communication at all. On my last call after yelling at the claims people begging for a supervisor, the claims person finally said, sales people will be sales people I was enraged as they blatantly lied on the recorded line to me even though I asked every question under the sun. I was blatantly missold and in any other service industry I would be made whole or at least the respect of a supervisor getting involved. Two months later, I still havent received communication from a supervisor on the matter. I have demanded they listen to the recorded calls and still no answer!

  Business Response

  Date: 08/12/2024

  Hello ******,

  
  We investigated your complaint, thank you for taking the time to discuss over the phone. Our findings indicate that the sales representative adhered to the plan's terms and conditions when answering your questions. Once you signed up for the service, we provided the terms and conditions along with the declaration of coverage for your review and a 30-day money-back guarantee to ensure the coverage met your needs.
  

  While your first claim was not covered, we found that your second claim was paid out to the maximum amount allowed under the declaration of coverage. We understand your concerns and we want to assure you that we are committed to your satisfaction. If you have any further questions or need additional assistance, please don't hesitate to reach out. We value your feedback and are here to help.

  Regards, 

  ARW Home

• Initial Complaint

  Date:07/24/2024

  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.

  On 2/18/2023 I purchased home protection for $54.99 per month Never missed a payment up to date.This company promised coverage for unexpected breakdown [electrical or mechanical] of house hold appliances. That if they are unable to fix it they would exchange the item with a new one.2 months ago, My Microwave was broken[ not warming food properly] I contacted ARW home, they sent a technician, couldn't get it fixed stated he would need some parts about 3 weeks later I called ARW they said the technician will come soon to fix it that the parts ordered has arrived. the technician came but couldn't get it to work he said it remains one more part that I should contact ARW . I did called ARW several times, finally, I talked to one of their customer service person who told me they can not fix my microwave for me but they will give me $200 to get another one and I refused it my microwave cost me over $500.That was not what they promised me 2 yrs ago when I was signing up. Please HELP

  Business Response

  Date: 08/08/2024

  Hello *****,  

  
  Thank you for speaking with us today. As explained, the microwave was covered up to the Limits of Liability per the plan's Declaration of Coverage, which you have acknowledged receiving. Since the microwave is beyond economical repair, the remaining balance available under this coverage, which you have accepted, is being mailed to you in the form of a check. You can expect to receive it within 10 to 14 business days. We understand this is not the resolution you were hoping for, but after reviewing your coverage and account, we have determined that the plan's terms and conditions have been adhered to. We hope this recap of our recorded conversation today will help resolve any further concerns you may have had. 

  
  Sincerely,  
  ARW Home