Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/29/2024

  Type:Billing 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 cancelled this service on Feb 13, 2024, and prior to my next billing cycle. On Feb 26th, this company still went ahead and charged me $24.99, which is an unknown. I have tried calling ARW, but it is a futile attempt. Their typical wait time is over 20 mins., just to have the call dropped, and restart the process again. Their service used to be good, but now it is a futile attempt after futile attempt to file a claim via phone, even their online claims are ignored. It would be a miracle to get a live person to answer.That is the primary reason that I switch my home warranty to another service provider!I am seeking a credit to my account for the $24.99 that was charged and for my account to be truly cancelled!

  Business Response

  Date: 03/04/2024

  Hello ****,

  Thank you for providing us with your feedback. We have thoroughly reviewed your account and call recording and have identified that we did not meet your expectations. We apologize for any inconvenience caused. Normally, we would initiate a refund for you, but we have received information from your bank that they have already processed the refund. We are sorry for any trouble this may have caused you and we hope you have a good day.
  

  Sincerely,
  ARW Home

  Customer Answer

  Date: 03/06/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/28/2024

  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 have not been able to speak with Arw by phone, after trying multiple times. I do not need this warranty and want to cancel with a full refund of all money paid to them.

  Business Response

  Date: 03/04/2024

  Hello ********,

  Thank you for reaching out to us. We have canceled your account as per your request. Since you are past the 30 day money back guarantee period, you are not eligible for a refund however no further payments will be withdrawn. If you have any further questions, please contact us via email at ***************************************.
  

  Sincerely,
  ARW Home

• Initial Complaint

  Date:02/27/2024

  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.

  In addition to the screenshots I have provided, please also view the business's website at ***********************************. I signed up for this service in July 2020 when I bought my house for the purpose of a monthly fee and coverage of common household items as advertised. We have had some minor repairs covered; however, most recently, we have had some major repairs, and the company has handled the issue less that satisfactory. Their website says that they will pay for the repair or cost of replacement. It has no mention of "limit of liability" clauses or details that there is any additional payment needed aside from the monthly fee and cost of a service call. Two claims we would like to dispute: 1) ARW CLAIM # ******* CENTRAL HOME HEATING SYSTEM unit Issue: Heat stopped working - No hot air; blower was on but it was just cold air. Tech scheduled 2/5 - tech got the unit running temporarily for a day Claim email received by ARW of denial 2/8 with a check for "limit of liability amount $658 Called claims service 2/8 to dispute as this is nowhere near replacement or repair cost was referred to contact ******************* at ************** 2) ARW CLAIM # ******* ******* RANGE/OVEN unit Issue: The stovetop was not regulating heat correctly. It was just always at *** cooking temp Tech scheduled 11/21 - tech knew the issue but would have to order multiple parts Claim email received by ARW of denial 11/28 with a check for "limit of liability amount $370 We have not received the check In both instances, if the expectation for the check is to allow us to replace the units, it is nowhere near the amount needed for replacement (they are supposed to do this anyways for us). The cheapest oven we could find is $699 and Central Heat is likely to cost several thousand dollars. This is all known to them as they advertise these expensive repairs and replacement costs on their website. They should replace or repair as advertised.

  Business Response

  Date: 03/01/2024

  Hello *****,

  Thank you for your feedback. We understand that your claim outcomes may not have been what you hoped for, but as discussed and as advertised on our website under Frequently Asked Questions, If an item needs to be replaced and the replacement unit is unavailable, what happens? If a covered appliance or system on your home warranty policy cannot be replaced, we will provide an allowance towards replacing the item in accordance with our terms & conditions. Our customers also have the added benefit of purchasing discounted appliances through our partnerships with appliance manufacturers. The terms and conditions were sent to you when your plan began, including the limits of liability for the covered items. The plan's terms and conditions can also be found on our website. This information is also available to you in the client portal, which, as discussed, you have access to that as well. Thank you for confirming that you have received the payouts mailed to you. If you require further information, please contact us via email at ***************************************.
  

  Sincerely,
  ARW Home

• Initial Complaint

  Date:02/27/2024

  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 am trying to cancel the warranty on 1304 Cranwood Square South. This cannot be done on their web page as there is no cancellation provision. I called multiple times and when stating I want to cancel I was transferred to a recording that endlessly plays a loop. It plays, Your call is very important to us. Your hold time is 40 minutes." After 10 minutes or so the recording repeats and continues to repeat until I finally hung up as the phone battery was going dead. The stated time is always 40 minutes I paid them for the last 9 months and the next payment is due on the second of March. It is month to month with no contract. I don't know where to try next.

  Business Response

  Date: 02/28/2024

  Hello ****,

  Thank you for contacting ARW Home. We are sorry to hear that you have decided to cancel your plan with us. We apologize for not being able to speak with you directly, but we have processed your request to cancel your plan. Since your plan was a monthly subscription, there is no refund to be processed and no further payments will be deducted. If you have any questions, please feel free to contact us via email at ***************************************.
  

  Sincerely,
  ARW Home

  Customer Answer

  Date: 02/29/2024

   
  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:02/22/2024

  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 contracted with this company on 6/1/23 and cancelled on 6/2/23 ARW has been charging my Discover Card since 9/23. I have called numerous times and spoken to several people to try to discontinue the seervice. I ave 2 cancellation numbers: P ***** & P *******. I have spent hours on the phone without any satisfaction. The ARW phone # is: ***********.

  Business Response

  Date: 02/26/2024

  Hello *******,

  I would like to take this opportunity to thank you for speaking with us today. As discussed, we launched a thorough investigation, which included reviewing call recordings. You were informed that we could not find evidence to support your complaint. However, we understand that you signed up with another company and, during the changes, got the companies mixed up. As a gesture of goodwill and as agreed upon, we are canceling your account accordingly and issuing you a refund in the amount of $149.94.
  

  Sincerely,
  ARW Home

• Initial Complaint

  Date:02/20/2024

  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.

  This company did an *************** payment to my bank account on a policy that isn't even in my name. I have never authorized this company to do any type of auto payment on my account. When I called the wait times start at 30, then go to 40 then a hour, then 2 hours and you can never get a hold of someone to get the issue corrected. They need to immediately stop all additional auto payments immediately and refund the one done on Feb 20th.

  Business Response

  Date: 02/21/2024

  Hi *******,

  Thank you for contacting us. We would like to inform you that all calls made to ARW Home are recorded for quality and training purposes. Upon reviewing the sales call, we found that the sales representative had informed you about the reduced recurring payment per month. However, after your conversation with our customer service agent on February 20, 2024, the payment has been reversed and your account has been canceled.

  We hope that you will find this resolution satisfactory.
  

  Sincerely,
  ARW Home

• Initial Complaint

  Date:02/20/2024

  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.

  Entered by H363137**3238313831H staff LO Consumer states they have been using this service for years. Any time they have an issue the business cannot get to it. The ceiling was leaking and the consumer was told they needed approval but they never heard back. On 1/1/24 the furnace went out, they couldn&#**;t get anyone out and told them to wait until the following Monday or the consumer could have someone else come out and they would reimburse them. The fee started at $50 for someone to come out but now it is $75 but nothing ever gets done. Consumer states the customer service is terrible.

  Business Response

  Date: 02/22/2024

  Hello ********,

  We reviewed your claims and found that you opened a furnace claim on January 18, 2024.  A technician was scheduled to visit your home on January 22, 2024. However, you requested an earlier appointment per the call recording from January 18, 2024, and agreed to use your own technician and submit for reimbursement. Due to us not receiving the information requested for the reimbursement, we have canceled the claim and are issuing a refund for the trade service fee you paid. 

  Regarding your internal plumbing claim, the technician diagnosed the issue as a leak in the bathroom, which caused the kitchen ceiling to fall apart. You agreed to an out-of-pocket fee of $100 for the technician to cut open the kitchen ceiling to troubleshoot the leak's origin because creating an access point is not covered by the terms and conditions of the plan. Attempts to schedule an appointment for access to the ceiling were canceled after two weeks of unsuccessful attempts to reach you.  Unfortunately, you are not eligible for the trade service fee refund for this claim as the technician did go to your home to assess the problem.
  
  Sincerely

  ARW Home

• Initial Complaint

  Date:02/12/2024

  Type:Billing 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 two policies with this company, one for my personal home and one for a rental house. I have tried to contact ARW for several weeks. I am always put on hold for what is said wait time *****-30 minutes. The longest I have waited is 58 minutes. I cancelled these policies form provided on their site and by registered letter received by them 01/26/24 2:30 pm. I have not received a response or refund. The reason for cancellation is their failure to answer the calls I made prior to my decision to cancel. The total withdrawn from my account for my home is $802.99, from the rental account is $77.99. I am no longer able to access my account with ********************** online, I don't know how to recover my funds if they don't answer phones or letters.88

  Business Response

  Date: 02/13/2024

  Hi ********,

  We apologize that we were unable to meet your expectations and acknowledge that we fell short in reaching out to you. As you were still within the 30-day money-back guarantee period, both accounts will be refunded. Please note that since a checking account was used for the payment, the refunds may take 7 to 10 business days to process. If you have any further questions or concerns, please do not hesitate to contact us via email at ***************************************.
  

  Sincerely,
  ARW Home

  Customer Answer

  Date: 02/14/2024

   
  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:02/08/2024

  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.

  For about a year, I paid a monthly fee to American Residential Warranty (ARW) ACCT# *************** December of 2023 my kitchen drain was not functioning properly. As an elder person, I had my daughter (**********************************) assist me with managing the logistics of contacting the warranty company and planning. My dispute and request for refund is based on the following:During the claims process I explained that the kitchen sink was clogged, and it may be caused by the garbage disposal. I explained the water recedes and fills back into the sink after turning the garbage disposal on/off.I was informed that based on the description this would be covered under the policy I pay for. I paid $100 for a referred company and be reimburshed. **************** was assigned the task of fixing my sink. During the visit on December 22, 2023, the technician identified that the clogging was not caused by the garbage disposal. It was clogged in the drain. With this, the technician dissembled the drain and used a tool to unclog the drain. This cost of $492.68, paid by my daughter. The technician completed the required form (Diagnostic Report Form) to be submitted to ARW for the claims process. The claim was denied because the drain diagnostic report Lack of maintenance. After several calls to AWR to obtain understanding of what maintenance was expected for the kitchen drain. I was informed that there is not a policy or perimeters the require maintenance service to the sink (drain, piping, etc.). For this reason, I have yet to obtain information that support my claim being denied, other than it appears it how the technician completed the Diagnostic Form. After server discussions with mangers and customer service representatives, my claim has not been reconsidered because it was closed. I am requesting the $492.58 fee I was charged to simply unclog my kitchen drain. Additionally, I requested the $100 fee for the referral that I ended up paying out of pocket.

  Business Response

  Date: 02/13/2024

  Hello ****,

  
  We have reviewed your claim and would like to inform you that at the time of your contact, you had already hired a plumbing company to diagnose and fix the stoppage issue at your home. Our company did not send any provider to your residence. We have examined the invoice you submitted from the plumber you used and found that the cause of the failure was marked as a lack of maintenance by the technician. As per the terms and conditions of our plans, this is an immediate denial.  However, after following up with your plumber, we discovered that the lack of maintenance was selected in error, and the actual cause was normal wear and tear. Based on the updated findings, we were looking to overturn the claim denial, but we discovered that your monthly payment for ******* was refunded by your bank, causing your account to be immediately canceled.
  

  We would appreciate if you could give us a call to discuss the different options that we have available for you and to better assist you.  Please call ************ or you can also reach us via email ***************************************.
  
  Regards,
  ARW Home

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21268135
  
  I am rejecting this response because:
  
  The initial call regarding my service needs  was to AWR, at which point the representative collected a $100 fee for opening a claim. I was then provided instructions to acquire a service company due to there not being an available service provided at the time of the claim being initiated. Therefore, AWR was aware I was identifying a service provided and was to seek reimbursement. AWR was aware that the technician provided inaccurate information and the technician company was willing to provide an update if needed. However, AWR was unwilling to rectify this issue and stated since the claim was closed there was no additional support available. 
  

  Lastly, the claim was created within the timeframe that my account was active and in good standing. The actions taken by AWR is why the account was closed after being denied a claim that shouldve been rectified. Now, The issue for reimbursement of monies I paid is being denied because the account is closed due to AWR mishandling of my claim. This is truly a disservice and is not aligned with the policy. Please provide a refund of monies acknowledged as I paid for an warranty service that denied my claim and now my refund is being denied because I closed the account resulting the claim being mishandled costing me over $500. To require me to reinstate my account for payment of a period I was covered is unjustified. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/16/2024

  Alta,

  As a reminder, all of our calls are recorded, and per our last conversation, we informed you that to reverse the claim denial and per the plan terms and conditions, you must pay your January and February premiums. Once the account was brought up to date, our claims department would review the new findings. It was further explained that if the account were not brought to a current state, you would not be *********** a refund per section G. CANCELLATION / REFUND: 3. If the Service Plan is canceled after the first 30 days following the Service Plan Purchase Date or Service Plan Renewal Date, whichever is applicable: D. If We have provided services and the amount of the service costs incurred by Us is greater than the Service Plan fees paid, and you are paying monthly, the customer shall pay Us the lesser of (i) the amount by which the service costs incurred by Us exceeds the contract fees paid; or (ii) the amount by which the annual rate listed on the Service Plan Declaration of Coverage page exceeds the Service Plan fees paid; and E. Additionally, customer shall be responsible for an administrative fee of the lesser of (i) your Plan Fee for one month of coverage under this contract or (ii) such amount as is permitted by law. 

  We have adhered to the terms and conditions of the plan and consider this matter resolved.
  

  Regards,
  ARW Home

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21268135
  
  I am rejecting this response because:
  

  As the recorded call will reflect, I was not in agreement to having to pay 2 additional months (January and February) just to have my claim "reviewed." Again, I canceled my service as a result of my claim being denied. The following are reasons why this is NOT resolved: 1) My policy was not Canceled within the first 30 days of the "Service Plan Purchase Date or Renewal Date." 2) AWR has not incurred any service fee as stated in the policy. 3) The report to the BBB didn't reveal any "new findings" for review. As the calls are recorded it will reveal that the issue remains the same. AWR denied the claim and refused to consult with the technician regarding the mistake with the diagnostic form.  

  I again want to point out, the claim was processed during the timeframe that my account was active and current. Every step taken was aligned with the instructions provided by your representatives. To now state that if I bring the account current, my claim will only  "be review" is not the purpose of this communication. I am seeking reimbursement of the claim that was falsely denied in December of 2023, the period in which I have an active warranty with AWR. Please confirm that you are denying this request via the BBB arbitration process. 

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

• Initial Complaint

  Date:02/05/2024

  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.

  I want to cancel my account with ********************. I can&#**;t get through on the phone or internet to cancel my account. If I want to call and set up an account, I am able to speak to someone right away. If I tell them I need to cancel, I am transferred and told the wait it 10 minutes. The wait time increases while I am waiting. It was up to an hour wait after being on the phone for eight minutes.

  Business Response

  Date: 02/12/2024

  Hi **,

  Thank you for getting in touch with us. As per your request, we have canceled your account. If you have any further questions or concerns, please don't hesitate to contact us at ***************************************.
  

  Regards,
  ARW Home