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:07/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told that if I cancel the contract I will be refunded for the premium for this as I was charged just 2 days ago for next 30 days. Even though I cancelled the contract today they are refusing to refund the premium for the rest of the month

  Business Response

  Date: 07/24/2024

  ****,

  Upon reviewing your complaint and examining your account, we confirm that your premium payment was processed as scheduled on July 9th, and we received your cancellation request on July 23rd.

  Additionally, the plan's terms and conditions, which include our cancellation and refund policy, were resent to you in May. Please be aware that we record all calls for quality assurance. We recognize that this may not be the resolution you desired, but please understand that we have followed the plan's terms and conditions.

  
  Sincerely,

  ARW Home

  Customer Answer

  Date: 08/05/2024

   
  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:07/19/2024

  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 would like to file a complaint regarding: (1) failure to clearly disclose liability limits, (2) false advertising, and (3) failure to respond in a timely manner to complaints.1. Failure to Disclose: I did not learn about a liability limit on appliances until I filed a claim for an expensive refrigerator repair and was told that due to the age of the until, they would only pay out $201 ($300 a $99 deductible). This was not disclosed to me during my initial sales call nor are these limits indicated in the most natural place to find them in my online account (under either policy or documents). Rather, they are buried in a LINK within messages (and once I link to the Terms and Conditions, I have to read through 23 pages of information before seeing any reference to claim limits).2. False Advertising: the companys website suggests that their service will save up to $5000 annually. To reach the $5000 limit, I would have to have a whopping 13 PRODUCT CLAIMS a year (paid at $400 per claim; $500 minus the $99 deductible) -- liability is even lower for older appliances. I can see why the company buries information on product and system limits.3. Failure to respond in a timely manner to complaints: there is not space to detail the excessive number of calls I have made trying to reach a representative without any follow-up. To recap, I would like a refund of the $1300 I paid to this company to compensate for the excessive amount of time I have spent dealing with issues, as well as their (1) failure to clearly disclose liability limits, (2) false advertising, and (3) failure to respond in a timely manner to complaints. Had the limits been clearly disclosed, I could have at least put my money in an interest-bearing account to cover unexpected expenses like my $2000 refrigerator repair. I enrolled for the service to have piece of mind about major appliance expenses, but as it is, I was left unprepared

  Business Response

  Date: 07/22/2024

  *****, as previously explained, the 30-day money-back guarantee ensures that our clients have sufficient time to fully review the plan's terms and conditions before making an informed decision. Detailed information is provided upon enrollment in the services, as noted during the sales call.

  Sincerely,

  ARW Home

   

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22015933
  
  I am rejecting this response because:

  This response does not address any of the items in my complaint. You claim that terms were disclosed in the sales call, but that is not true. I was not informed of any liability limits per product/appliance, or I never would have enrolled for the service. It doesn't make any sense to pay $650 a year for a payout of $400 per product/appliance per year. The only limit of which I was informed was a $5000 annual limit, but I would need to file a whopping 13 PRODUCT CLAIMS a year to reach that limit.
  

  I was also told that the age of my product/appliance didn't matter without ever being informed of an even smaller liability limit of $200 on each product/appliance over 10 years old. To reach the $5000 maximum payout, I would need a ridiculous 25 PRODUCT CLAIMS a year.

  I was careful to review my policy and documents to make sure that all of my appliances were covered, but no liability limits are listed in these docs. Your customer service rep couldn't even tell me where to find these liability limits and sent me a link that didn't work (it was for terms and conditions for your appliance repair partners).
  
  Sincerely,
  
  ***** M

  Business Response

  Date: 07/24/2024

  *****, as a reminder all our calls are recorded. The sales representative informed you that you had a 30-day period to review the plan's terms and conditions, with the option to cancel and receive a reimbursement if the plan did not meet your needs. Your questions have been addressed in prior conversations. As previously stated, the Limits of Liability for your claim have been reached; therefore, we are unable to offer further assistance. We recognize that this is not the resolution you desired, but we have adhered to the plan's terms and conditions.

  Sincerely, 

  ARW Home

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22015933
  
  I am rejecting this response because:

  Again, this is not addressing my complaint that I was not informed of the liability limits in the call, which in my view is extremely important information, nor are they indicated in my account in either policy or documents - which I carefully reviewed. If I search for Terms and Conditions on your website, this is what comes up: *************************************************** -- there is NO mention of liability limits. Your own service rep was unable to direct me to the T&Cs. You make them virtually impossible to find, and I understand why - I don't think anyone would sign up for the service if they were openly informed about these limits. I never saw or signed off on the T&Cs. I believe this is deceptive, in addition to the fact that you advertise customers can save "thousands" (requiring an absolutely unrealistic amount of claims filed) is false advertising.
  
  Sincerely,
  
  ***** M

• Initial Complaint

  Date:07/18/2024

  Type:Delivery 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 sent the cancellation notice on May 7, 2024, by writing "cancel as of May 13" on it on the annual payment invoice. (The Annual invoice payment was $1,055.42. Order ARW ************ was due on May 13, 2024.) Afterwards, I not only received phone calls from an agent in ********, **, but yesterday at ***** pm, I received a call from **********, **, ************. I said I DID NOT want the ARW and not to call me again. The woman agent said she would write that on my file! I also sent a text to that number at 1.40pm saying DO NOT CALL ME again. This morning at 8.02am, I again received a call from that number and declined the call. Again, at *****pm today, I again received a call from that same number in **********, **. I feel that I am being harassed by the persistent and UNWANTED phone calls!

  Business Response

  Date: 07/19/2024

  *****, 

  We sincerely apologize for the inconvenience you've encountered with ARW Home. We recognize the frustration after you requested no further communication. To rectify this, we have placed your phone number on our Do Not Call list and removed your email from our subscription list. Additionally, we would like to inform you that the account was canceled at the time your request was received, and no additional payments were collected. We trust this resolves the issue to your satisfaction and regret any trouble this may have caused. Should you need additional support, please feel free to contact us. Again, we apologize for any upset caused and value your patience as we ensure this matter is resolved swiftly.
  
  Sincerely,
  ARW Home

  Customer Answer

  Date: 07/19/2024

   
  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,
  
  ******************************

  Customer Answer

  Date: 07/19/2024

  I appreciate the promptness of both the OK BBB and the BBB serving SE ******* and the Caribbean 

  in resolving the issue with American Residential Warranty. It was definitely a very trying 2 days of 

  unwanted phone calls and persistent phone calls of July 17 and July 18!

• Initial Complaint

  Date:07/08/2024

  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 received the invoice in the mail for the yearly warranty services for ****** which was paid about 5/9/2024. I contacted them to have repair work on the dishwasher, the vendor was hard to get in touch with since their hours of work are 9a. - 3p. I contacted ARW again for someone else, received no reply. I asked for a refund and was issued a refund minus 50, the end of May. I also paid ***** for the dishwasher services which never took place. I requested a refund for the 75. and was informed that they reviewed their books and we had a service call back in 2019 which was never paid. My husband recently passed who was the customer at ********************** for a few years. Since he paid the yearly membership, why wasn't that identified before 2024. ARW uses my home address and phone number as reference to their account. It took sometime to get a refund of $549.95, customer service didn't want to release the amount.

  Business Response

  Date: 07/16/2024

  Dear *********************,

  
  Thank you for taking the time to speak with us today. We are going to provide a reimbursement because your account was canceled after the renewal date. As we discussed, you will receive a check for $50. Please note that the trade service fee is non-refundable, as the claim has been paid out.
  

  We hope that our phone conversation and the reimbursement will resolve your complaint. If you have any further questions, please feel free to email us at ***************************************.
  

  Thank you for your understanding.

  
  Sincerely,
  ARW Home

• Initial Complaint

  Date:07/03/2024

  Type:Sales and Advertising 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.

  My acct number is **********************************. I had placed a claim on an appliance and company decided to replace instead of fix. I had a situation where I had to move to *********** and called to say I had to cancel and would as soon as I moved to get the services at new home. Once I moved I called to get the service and ask about $574 on my card to see if they had charged me for my premium on old or new house and was told they charged me because they had paid out on my appliance. The company did not say anything about this when I called about moving.

  Business Response

  Date: 07/08/2024

  ******, after reviewing your complaint, we conducted an investigation into the matter and the claim you mentioned. It was determined that the early cancellation fee was in accordance with the plan's terms and conditions, which were also communicated during the sales discussion. We recognize that this result may not be what you anticipated, but upon examination of the recordings, it was confirmed that the terms and conditions of the plan were adhered to.

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a plan to cover electric/Plumbing but after reading the reviews of American Residential Services, I changed my mind. I called to cancel and they refused to cancel. ****** argued with me over 30 minutes and ****** still refused to cancel police and he hung up again. He refused to send an email cancelling the policy. I do not recommend this company!!

  Business Response

  Date: 06/19/2024

  We have received your feedback, *******, and have conducted an investigation. Upon reviewing the call recordings, it was observed that our representative conducted themselves with courtesy and professionalism. Furthermore, we verified that the account cancellation was processed according to your request. We trust this explanation resolves any issues, and we extend our best wishes to you.

  Sincerely, 

  ARW Home

  Customer Answer

  Date: 06/20/2024

   
  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:06/14/2024

  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.

  Hello Im *******************************,My air conditioning really bad leaking in my house but American Residential Warranty refused to fix it. I been have American Residential service as warranty one year Please call my phone number #************ Im deaf Thanks *******************************

  Business Response

  Date: 06/17/2024

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

  We appreciate your feedback. As our customer service agent explained on May 29, 2024, your plan does not cover the issues you've encountered with your unit. We realize this may not be the resolution you anticipated. Still, upon reviewing the plan's terms and conditions, you'll see that the information provided by the agent aligns with your coverage plan. Should you have further inquiries, please don't hesitate to contact us via email at ***************************************.
  

  Sincerely,
  ARW Home

• Initial Complaint

  Date:06/12/2024

  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 am LIVID right now. I called Friday (6/7/2024) for an emergency appointment because i live in ***** and its over 100 degrees in my house. I have three kids as well. They make me an appointment with a heating and air company for Sunday. Of course they are closed Sunday so no one comes out. I call them Monday and because they didnt get ARWs request until the weekend they werent able to come out until Tuesday. Well, they come a diagnosed my AC unit stating that it will cost $5k to fix. They said they were expediting their report so that we can give a faster response due to the severity of the situation. I called AWR today and they pretty said they will not fix my ac unit do to the age and the most they will cover is $600. I have been with this company for 2 years, paying $54 a month and never even filed a complaint until now. I have paid OVER $600 to this company and they wont even cover my appliances that i pay for! I have the best plan. I feel like they are putting my kids life at risk but not taking this situation seriously. I asked for corporates number and email and they refused to give it to me then hung up on me. I am a veteran and a realtor who recommended this home warranty to my clients. I definitely want to take this to small claims court because this treatment is unacceptable and their clients arent important to tgem

  Business Response

  Date: 06/13/2024

  ******, thank you for reaching out. We recognize that the outcome of your claim *** not have met your expectations. We have extended the maximum liability coverage as outlined in the terms and conditions of the plan, which were provided to you upon your enrollment last year. You were informed of a 30-day review period to evaluate the plan documents to determine if they satisfied your requirements or to contact us for cancellation and a complete refund.
  
   Committed to customer service, we have reviewed the call recordings and verified our representative made every effort to explain the plan and its coverage comprehensively and professionally. The terms and conditions of the plan have been uniformly enforced in this matter. We trust this explanation resolves any concerns.
  
  Regards,
  ARW Home

• Initial Complaint

  Date:06/03/2024

  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.

  In March 2024, I reviewed a bunch of home warranty companies (replacing Choice Home Warranty after three years for c*** service/********) and I decided on ARW based on BBB ratings and reviews online. The rep sold me the highest plan and I prepaid the year to get a discount.Lo and behold, three months later I need to make a claim for my stand alone freezer (I have multiple extra units that I described to the sales person and they assured me would be covered at the max ******** I elected for). I entered the claim twice online and after two weeks, followed up with a second call to find out what the hold up was. The first call I made claimed to have nothing in thier records and since I couldn't fully understand the guy on the phone (I was assured they hired local, native English speakers at ARW - apparently not the case now) I opted to just try again online. Two weeks later, I went through customer service to get to the bottom of things.**** (customer service rep) informed me the stand alone unit was not covered (first I heard of it, there had been no communication regarding this issue) and that it could be added for an extra cost. Once I knew that was the issue, I requested immediate cancellation and refund due to false representation of the service.1. English speakers is clearly a loose interpretation. My issue was being able to effectively communicate me needs and this was not met.2. I was assured I would have extra ******** by buying the highest service. Clearly a false representation to get me to sign up for service.3. I requested an email confirming my request to cancel with the confirmation # and was told they don't have a way to send me that. Shady business. I have been told I would be getting back a partial amount ... but **** couldn't tell me how much and it would 7-10 business days. My confirmation # is P316265 and I want the full $699.99 refunded due to non-use and being sold a policy that did not cover what the sales person claimed it would.

  Business Response

  Date: 06/05/2024

  Thank you for your review, *****. All our calls are recorded; therefore, we retrieved the sales call to review what occurred and discovered no mention of the need for additional coverage. The representative reviewed the list of items covered under the plan you purchased. We also noted that the sales representative made an extra effort to ensure that your appliance was covered for future claims. Additionally, the agent sent the plan's coverage details and terms and conditions for your review to confirm that the plan met your needs. Our employees are all dedicated to assisting with our client's needs. Your account was canceled per your phone request. A refund was processed, and the funds are being returned to your bank.
  

  Sincerely,
  ARW Home

• Initial Complaint

  Date:05/31/2024

  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.

  I have been a customer with ********************** for over a decade, with advertising on "3rd complaint we will replace the product". I have had multiple problems with my A.C. unit, but to no amends, they would send the same company out (while I would ask for another company), because the repairs would last for barely 2 months, I was always told that was the only company they had for A.C. repairs. not only did they not fix my unit, they had the audacity to tell me that the plan I had,( which was the top-level), , the repairs would exceed the limit and I will be force to come out of pocket, plus they recently, went up on the service call fee. I did not get what was offered , right know I should have been offered a " buy out" , I am TOTALLY dissatisfied with this company. I canceled all my accounts.

  Customer Answer

  Date: 05/31/2024

  Good evening, with careful coni would like to withdraw my complaint and move forward with a different, yet pos resolution.  Thank you for your time