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:05/29/2024

  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.

  Back in March of 2024, I purchased a home warranty contract with ARW. This month I had 2 appliances break down. I went online to file a claim for the appliances. I waited 3 days and I didn't get a response. So I called, and the *** asked me if I have a plan, I said yes. He asked me a few questions about my home address. He told me I don't have a plan with them. They took payments from my account March, and April. Please look into this for me, thanks in advance

  Business Response

  Date: 05/30/2024

  Thank you for speaking with us today, ********************. We are pleased that the misunderstanding regarding contact attempts has been resolved.As discussed, our claims team has opened the claim and attempted to reach you unsuccessfully, as they require additional information to expedite the process.
  

  Regards,
  ARW Home

• Initial Complaint

  Date:05/15/2024

  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.

  The Contract says if it cannot be Repsired, it will be Replaced. My water heater is leaking from the Top of the Tank. They sent a plumber out to inspect and he said its not repairable. Instead of replacing it they offered a buy out, I said I would like a new water heater please, they offered $200 the next day $400 and next day $500 well that wont Do, Your Contract says up to $1200 for water heaters. My house is 7 years Old, they try to say the what to old

  Business Response

  Date: 05/16/2024

  Thank you for speaking with us today regarding your review, **********************. As we discussed we have evaluated your claim and confirm that the options provided align with the plan's terms and conditions. The initial buyout offer was made without the model or serial number necessary to ascertain the unit's age, leading to the preliminary offer. Once we received this information and verified the unit was less than ten years old, we issued the highest amount available thus settling this complaint.
  

  Sincerely,
  ARW Home

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21716297
  
  I am rejecting this response because:

  I excepted the buy out offered if $500 but have not received any thing yet.  I have the water heater replaced at twice the cost of the buy out.  I dont want to go back and forth with these people so can you make sure they are sending me the money.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/29/2024

  Hello, **********************,
  
  
  Check number 7303 was mailed to the address on file on 5/23/24. If you have not received the check within three weeks of the mailing date, please contact us at ARW Home ************** so that our accounting team can stop payment and reissue the check.
  
  
  Sincerely, 
  
  
  ARW Home 

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21716297
  
  I am rejecting this response because: The business provided a $500 buyout check for the water heater. We deposited the check in our checking account on 6/1/24. We received a notice from our bank today (6/6) that American Residential Warranty (ARW) had placed a stop payment on the buyout check. ARW states unless we removed the contentment of the $125 they they charged my credit card for the ******* coming out to see the water heater when I sent them pictures showing the water heater, he took one look at it and said your water heater needs to be replaced was here 10 minutes.  They refused to replace my water heater so why should I pay for a guy to tell me or them it needed to be replaced when I sent pictures I am paying for a contract thats not being honored and now you want me to pay for a guy coming here and you stop payment on a buyout.  They are stealing from me a 75 year old Vietnam Veteran with 100% Disability and a stroke in January last year and a Knee Replacement who have Diabetes along with other medical conditions.  In other word I do not know who else to tunr too.  Can you please help me or turn me in the right source Thank you ******.  ****??
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/13/2024

  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.

  Increase in service fee without notification or authorization.Sending a technician to my house who did not speak English.When cancelling the plan, I was given a hard time and it took forever as they tried everything in the book to keep me as a customer even though I explicitly told them I already had another plan in place.

  Business Response

  Date: 05/16/2024

  Thank you for reaching out to us with your concerns, *******. We have investigated your complaint, and we were able to validate that we sent you an email notification regarding the increase in TSF on January 23, 2024, at 10:26 am.Additionally, you were notified when you called to open a new claim, and as a goodwill gesture, we refunded you $50 for the ************* Fee payment in March.
  
  The plan's terms and conditions also state under section H: If you have a monthly Service Plan Term, or we offer you a monthly Service Plan Term upon renewal,the price of this Service Plan and any included limits, fees or charges may be adjusted from time to time. Notice of any price adjustment will be provided to you in writing at least thirty (30) days prior to implementation.
  
  Sincerely,
  ARW Home

• Initial Complaint

  Date:05/06/2024

  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.

  This is may 6th. I was sold a warranty on may the 1st under false pretenses by American Residential Warranty. Upon reveiwing the BBB complaints in addition to some questionable business practices i wasted over an hour of my time just trying to get my warranty cancelled only to find that they dropped the price when i asked to cancel meaning their prices are higher than what they needed and then the would not listen to a simple request of please cancel warranty when the man I puchased it from said No questions asked. I did not receive the declarations page in order to be made aware of the massive delay in getting a refund for a warranty i had for less than 7 days and now i have to wait a minimum of 40 days in order to get my money back. They refused to refund me and are hiding behind a policy declaration that I never received. ARW is collecting interest on my money without my consent and then dragging out the cancellation process like a timeshare. These are the reasons I would like a refund of my paid amount effective immediately.

  Business Response

  Date: 05/06/2024

  Hi *******, 

  Your account cancellation has been processed as requested, and your refund is currently being processed. It may take 24 to 48 hours for the refund to be credited back to your account. Should you have any further questions, please don't hesitate to contact us.

  Sincerely, 

  ARW Home

  Customer Answer

  Date: 05/06/2024

   
  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.  It frustrating to have to file a complaint in order to get this company to honor their word.
  I am thankful for BBB for all you do.  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/07/2024

  I am still waiting for any sign of the warranty company to actually follow through with what they promised which was to refund me immediately.  If you receive no response from me in the next 48 hours this mean they keot their word.  Otherwise I will be writing to reopen my complaing and then call them out as liars in order to get the BBB off their back.  Thank you BBB

• Initial Complaint

  Date:04/30/2024

  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.

  Good evening, my name Is H *********************. I am writing to make a complaint against ARW Home. In July 2023 I signed up with the company to cover my home appliances, plumbing, HVAC and electrical. On January 23 2024 I was going over my the paperwork I received from them and I noticed they excluded my A/C so I call and was going to cancel, however the person on the phone advised me that she would add the A/C at no extra charge and it would take affect in 30 days, I told her that was fine. On April 11 2024, I called ARW to submit a claim to have my A/C fix after having a service check up, it was found that there was a leak from my pip. On April 12 2024. I received a call from ARW claim the lady ask me a few questions and the said my A/C was not covered in my contract. I informed her about the phone call I made back in January, she then stated she saw the notation and it should have been added on. She informed me she was going to get it taken care of then they would call me back to proceed with the claim. The next day I received a call from another claims person who again asked the same questions and the said again it was not covered. I went back and forth with this man. I advised him to listen to the recording and also wanted a supervisor. I was advised no supervisor was available, I ask to have them call me. The gentleman then proceeded to tell me that he could not add the coverage, I had to talk with customer service and he transferred me. I spoke with customer this gentleman informed me they were reviewing the recording of my conversation from January. Today is April 16th 2024, I have not heard back from ARW. I am very disappointed with the company, I feel I was scamed and I am very unhappy, if the A/C was not going to be added I would have canceled, but instead they have charged me and collected my money and di not give me the service I was offed.Thank you,H ********************* ***********************

  Business Response

  Date: 05/08/2024

  Hello, ************. 

   

  It was a pleasure speaking with you today. Your plan has been updated, as discussed during our phone conversation. Additionally, our claims department has been instructed to assist you with the initiation of your claim. As the claims manager mentioned, the claim will be covered provided there is a mechanical failure that falls within the plan's terms and conditions. Should you need any further assistance, do not hesitate to contact us. We appreciate your understanding and are dedicated to ensuring a positive experience within the plan's terms and conditions.
  

   

  Sincerely, 
  ARW Home 

• Initial Complaint

  Date:04/05/2024

  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 December of 2023, I contacted American Residential Warranty company about my HVAC system. They sent a company out who came into my home and charged $80 me for services he did not report to the company and was not supposed to charge me for. In addition, he didnt fix the issue he lied and reported to ARW that there were no issues and my system was fine. My electric bill has soared above $500 a month since then and Ive been trying to get ARW to send someone else back out to look at the system, they dont answer the phone unless you press the prompt to cancel services. So I hired another company to come out in January of 2024 to look at the ***** They gave me a LIST of things wrong with the system that the previous company ARW sent out couldnt have missed. They took pictures and showed me the issues that could not have occurred in a months time. Since then Ive contacted ARW to give them the opportunity to rectify the situation and handle the problems. They denied the previous claim due to the falsified documentation the last company reported. Because of this they refuse to reopen the claim and look it properly. Since then, I havent been able to get anyone on the phone unless I choose the prompt to cancel services and all they do is try to give you discounts to keep you but they dont help. I cant get anyone on the phone and while holding, the timeframe for holding just goes up. They keep insisting that the previous tech they sent out reported no issues instead of sending another company out. Its obvious the person they sent out is a ***** yet they are taking his paperwork report as accurate. I would like another technician sent out and they are giving me the run around saying I need to have my claim reviewed for possible repair. Its clear I need repairs and they dont seem to want to repair them. They just want that monthly payment by any means.

  Business Response

  Date: 04/08/2024

  Hello ******, thank you for contacting us. We understand that you have a concern regarding our coverage. However, we would like to reiterate that for our coverage to apply, a mechanical or electrical failure must occur on a Covered Product. If a part or a product is still operating but considered "weak" or "predicted to stop operating soon" by a technician, it would not be considered a covered failure under our warranty. This is stated in the terms and conditions of the plan under section E. TO OBTAIN SERVICE: 9. After a contractors diagnosis, if it is determined that coverage under this Service Plan does not apply, or no Failure is discovered, you are required to pay the service contractor directly for all charges incurred, including access and diagnosis.You may then choose to have any necessary repair completed at Your expense. We hope that this clarifies our policy for you. Please let us know if you have any further questions or concerns.
  

  Sincerely,
  ARW Home

• Initial Complaint

  Date:03/26/2024

  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.

  On march 13 2024 I spoke to a rep about my acct. **********************************. I called to cancel my acct so the would not take out of my checking acct automatically on the 16th of the month the sales rep said I can get you a lesser amount I said no thanks I found another company that is offering me what I have with you company for less. Ok they said I will not have the payment come out of my acct. I called my bank which is chase bank they said to make sure that they dont take out I should do a stop payment. I told chase bank I could not do that because I am not financially able on a fixed income just cant afford a stop payment. I feel like I was cheated out of my money by ARW because I called before my payment was due and they still took out payment and when I spoke to them today the young lady explained to me and said her management said I wasnt due a refund. Im without a policy with them for the month and they have my money and if I call for any services needed it will not go through because the policy is cancelled but yet they have my money $105.12 plus $34.00 overdraft fee.Im disabled and I have no idea why they are doing this to me and who knows how many more customers, elderly customers, disabled people. Something needs to be done to stop these companies from taking advantage of people. Thank you for your help.

  Business Response

  Date: 03/29/2024

  Hello, Ms. **************************** want to express our gratitude for your reaching out to us and extend our sincerest apologies for failing to cancel your account as requested. 
  
  
  When our management team reviewed the escalation, they were unaware that you had called a second time on the same day to proceed with the cancellation. However, after reviewing all of our call recordings, we were able to find the second call you placed from the new phone number, which confirmed your request to move forward with the cancellation.
  
  
  We sincerely regret any inconvenience this may have caused you, and we want to assure you that we take all complaints seriously. We have already addressed the issues identified during the investigation with our staff and provided additional coaching to prevent similar issues from occurring in the future.
  
  
  In the meantime, we want to make things right for you. Therefore, we have refunded your payment made on March 15th.
  
  
  We hope that this resolution is acceptable to you, and we wish you all the best.
  
  
  Sincerely, 
  ARW Home
  

  
  

• Initial Complaint

  Date:03/14/2024

  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.

  My complaint is I purchased a warranty from ARW and was informed that I had the highest contract and everything I asked for was covered A to Z.When I needed the service for electrical problem with a vent They denied the claim stating it was not covered.After being denied 3 times I requested a refund in Feb that was never done so I called back and Joh a customer service worked informed me that the worker should be done cause he saw no reason not to. Again it was denied by claims so I just told them to refund my money due to contract stating the warranty was not used I could be my money refunded and if used that would be deducted and balance refunded.This was also denied.I just want 3 month at least refunded so I can get this electrical problem fixed Done they wont repair it under the fraud contract.Also they did not send me a contract after telling them my computer was broken. My sister got the same contract and I had to read her about the refund policy.

  Business Response

  Date: 03/15/2024

  Hello *****,

  
  Thank you for your feedback, which we discussed over the phone earlier today. We reviewed the sales call recording as you requested, and unfortunately, it does not support the statements you made in your complaint. During the sales call, the representative only mentioned that ceiling fans and the exhaust fan above the stove were covered under the plan. There was never any mention of the bathroom exhaust fan. Additionally, the representative informed you that all fulfillment, including your plan paperwork, would be emailed to you. There was no request to have the information sent via USPS.

  During our phone conversation, we confirmed that there were no requests received to change the fulfillment method, and the only request we received was to update your email address. We updated your email address as requested at the time. As per section G. (cancellation/refund) of the terms and conditions, you are not eligible for a refund. As discussed, your service plan will continue until the end of the month, and you will not be charged again.

  
  Regards,
  ARW Home

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21435661
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/18/2024

  Im trying to post the section in contact thats state my entitlement to my refund  if less the 30 days of renewal or after one year with no claims.. if you had a claim that would be deducted and the balance refunded.

  Ill continue to try posting it,

  also I want to hear the recording cause I know what I said and so did their employee **** in the notes he read.

  I asked for a paper copy cause my computer has been broken for a year plus I had no ink in printer.

  Customer Answer

  Date: 03/18/2024

  Contract section 

  G

  page 12 of 20

  Business Response

  Date: 03/19/2024

  *****, unfortunately, the 30-day money-back guarantee expired 30 days after you signed up for the plan. As a monthly payer, section G. 3.b. of the agreement applies to you. We are sorry to inform you that you are not entitled to a refund, but your service plan will continue until the end of the month, and you will not be charged again.  

  Regarding your complaint, we would like to inform you that our escalations team has reviewed the call recording. The recordings are proprietary information, but please rest assured that we have examined them thoroughly. As previously mentioned, the sales recording did not support your complaint.  
  

  If you have any further questions, please feel free to give us a call. We consider this matter closed and resolved. 
  

  Best regards, 
  ARW Home 

  Customer Answer

  Date: 03/20/2024

  This is a complete Lie.

  I spoke to **** and he even agreed trying to keep me from canceling the contract. He was the one who sent me back.

  my sister is a witness to this call and incident as well. She will be canceling her contract as soon as her new one l go into effect.

  i will also inform others of your false contracts and fake policy.

   My contract renewed in Jan ************************************************************** Feb.

  i want Feb and March thats all Im requesting

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21435661
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  This business is a fraud including employees. I have a witness to this call I kept being transferred in a 3 day period over 60 times and cut off. I spoke to a **** and he definitely agreed with me and. *********************** females and you are a liar. 
  as I said I will contact news media and inform them of your fake business.

  no one need to have this kind of response after pay your money over a year and renew the following year to have this dishonesty .

  Customer Answer

  Date: 03/20/2024

  I will also go back to the attorney with statements from witness and follow up.

   Ill be the first representative to inform people of your fraud 

  Customer Answer

  Date: 03/22/2024

  This case is not resolved..I will not let you get over on me like that.

  i spoke to a ********************* and ******

  oe close to the names.

   Go all the way back to Feb 24 when I first called and a couple days after that with ****. He even offered a discount so I only had to pay 54.00

  renewal started over Jan 24 and you have 30 day after to request refund.

   Again nothing good ever happen to liars and dishonest people.

   Yo turn is coming

• Initial Complaint

  Date:03/14/2024

  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.

  Claim was filed in February 2024 and denied in March 2024. The claim was in regards to plumbing stoppages. ARW has written their coverage policy so all first floor plumbing issues for pipes located beneath the floor cannot be covered. These are considered 'below the foundation', per ARW and therefore not covered.This intentionally misleads the consumer because it is in direct contradiction with how a house foundation, and it's orientation, is perceived and understood.

  Business Response

  Date: 03/15/2024

  Hello ****,

  
  We understand that you are disappointed with the outcome of your claim. The reason for denial is that the pipe was damaged due to years of improper use, such as flushing wet wipes, grease, and inorganic matter. Your contractor has mentioned this in the invoice you submitted to us.

  As per Section 12 of the T&C's Plumbing Stoppages policy, we cover the clearing of the mainline drain, sewer, and lateral drain line stoppages up to 100 feet from the access point. However, the invoice you submitted falls under the Not Covered section of this policy. This section includes stoppages caused by foreign objects and does not cover drainpipe replacements.
  

  We understand this may not be the outcome you expected, but we want to emphasize that our terms and conditions are clear. The claim was denied based on these terms, which were available for your review for a period of 30 days. It is also important to note that you had the option to cancel your policy and receive a full refund within this period.
  

  Thank you for your understanding.
  

  Sincerely,
  ARW Home

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21433411
  
  I am rejecting this response because: the policy is written so that all first floor plumbing below the floor is considered 'below the foundation'. This is in direct contrast with the common, and industry, description and understanding of what 'below the foundation' is.

  The policy is fraudulent and intentionally misleading to the consumer. Regardless of the section 12 violation, my claim would've been denied under this misunderstanding of what 'below the foundation' is.

  I appreciate the response, but the complaint still stands. The policy, at its core, is fraudulent, intentionally misleading, and illegal.

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

  Business Response

  Date: 03/19/2024

  ****, we understand that you are unhappy about your claim being denied under section 12 of the T&C. However, we would like to clarify that this decision was made based on a clear understanding of our policy.
  
  We are here to help you understand the reasons behind this decision and answer any further concerns you may have. It's important to note that our terms and conditions were provided to you for review before you decided to keep the plan. We also gave you a 30-day period to thoroughly evaluate the plan and make an informed decision about whether it met your needs.
  
  We understand that the plan's provisions can be difficult to comprehend, and that's why we encourage our customers to contact us with any questions or concerns they may have. Our top priority is to ensure transparency and customer satisfaction.
  
  We hope that this clarification helps to address your concerns. Please remember that we are always available to answer any questions you may have.
  
  Best regards,
  ARW Home 

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21433411
  
  I am rejecting this response because: there are no comprehension errors, the policy is fraudulent, misleading, and illegal.

  The policy was purchased by the seller and bundled with the home I purchase. I never reviewed the policy prior to purchase.

  I am pursuing this further with a formal FTC complaint and legal investigation into the legitimacy of a class-action lawsuit.

  I appreciate your candor and will add this communication log to the lawsuit's evidence.

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

• Initial Complaint

  Date:03/09/2024

  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.

  Claim filed 1-22-24 #******** 1-29-24 service tech appt 1-29-24 email claim finalized 2-1-24 at 1:08pm CST received a phone call finalizing claim.1. who to make the check out to?2. verified info (address)3. questions 4. 1-3 weeks mailing check within 20 mins at 1:22pm CST called American residential warranty notifying of the usual call. Never went over cost, didn't present a cash offer. The claim rep disclosed the buyout amount and was reaching out to accounting. 24/48 hrs to respond. On the recorded line stated, "I do not accept the offer" 2-4-24 email customer service experience survey ************************* 2-6-24 follow up, given claim # *** ************ 2-8-24 at 10:53am CST a supervisor called. Stated multiple times throughout the call "I do not accept the offer" the buyout is only covering the equipment (cost of dishwasher)Declaration of coverage limit of liability ***** Asking for the cost of labor to replace the dishwasher according to the Terms and conditions. C. what your service plan covers: the provision of the service plan provides for the service, repair or replacement of the covered parts and labor due to failure of the covered products as defined on your coverage summary. have contacted American Residential Warranty multiple times attempting to resolve the issue.... 2-12-24 called chk was mailed on 2-8-24 2-15-24 called follow up 2-20-24 the claims department manager informed she emailed, starting the dispute arbitration process. never heard back 2-22-24 spoke with a1 supervisor. never heard back 2-23-24 filed a dispute with customer service advise not to cash the check. 3-1-24 called to follow up, claims department completed a form for a manager to give me a call. never heard back.

  Customer Answer

  Date: 03/14/2024

  Business called on 3/11 addressed complaint. 3/14 business followed up claim is finalized.

  How can a claim be finalized without consumer being presented with an offer?

  How can a claim be finalized without the consumer agreeing? 

   

  Terms and conditions 

  C. what your service plan covers: the provision of the service plan provides for service repair or replacement of the covered parts and labor due to failure of the covered products as defined in your coverage summary. 

  Business is NOT covering the labor as defined. Decision final. 

  Customer Answer

  Date: 03/14/2024

  can the BBB provide mediation to come to a solution? 

  Business Response

  Date: 03/14/2024

  Hello ******,

  
  Thank you for bringing your dishwasher claim to our attention and discussing it over the phone with us. We have thoroughly reviewed your case and have decided to increase the payout amount as a gesture of goodwill. The new total payout amount will be $534, which covers more than the cost of the replacement unit. We believe this resolution addresses your original complaint. You can expect to receive the difference via check in the mail within 10 to 14 business days. If you have any further questions, please don't hesitate to contact us at ************************************************************.
  

  Regards,
  ARW Home

  Customer Answer

  Date: 03/14/2024

  Satisfied with the resolution from ARW.

  Thank you for your assistance! Will not hesitate to use the BBB in the future if needed.