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:02/03/2024

  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.

  Using russian spammers, who do not honor unsubscribes, to advertise their service. These are incessant and all complaints go ignored. They will likely say they have no control over who is sending the mail, but there is an affiliate ID in the spammed link and they can easily correlate that to someone they are paying to send the spam.*************************************************************************************************

  Business Response

  Date: 02/06/2024

  Good Morning,

  Thank you for contacting ARW Home, we take these types of complaints seriously and we sincerely apologize for any inconvienece.  We have added you to our global consumer opt-out list by placing your phone number and email on our global do not contact lists. Please allow up to 10 days for these changes to take affect.  If for some reason you receive further communication from us, pleae let us know.

  Sincerely,

  ARW Home

   

   

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21242796
  
  I am rejecting this response because:

  You should not use garbage-tier spammers, that do not directly honor unsubscribes, to promote a legitimate business. Please have whatever marketing service you use remove me from their contact list.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/08/2024

  Thank you for contacting ARW Home, we take these types of complaints seriously and we sincerely apologize for any inconvenience.  We have added you to our global consumer opt-out list by placing your phone number and email on our global do not contact lists. Please allow up to 10 days for these changes to take effect.  If for some reason you receive further communication from us, please let us know.
  

  Sincerely,
  ARW Home

• Initial Complaint

  Date:02/01/2024

  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 filed a claim for my **************************** feature on my refrigerator. It was working properly prior to replacing the filter, after replacing the filter I was unable to release any water. The technician reported that the line was not bleed properly which is incorrect. I requested to have a second opinion and my request was denied and so was the claim.

  Business Response

  Date: 02/12/2024

  Hi ******,
  
  We are currently investigating this claim, and we will keep you informed of any updates as per our conversation today. Please allow us a few more days to complete our investigation. We are reviewing all the findings, including the update we received from you, and will try to reach a resolution within a reasonable time.
  

  Sincerely,
  ARW Home

• Initial Complaint

  Date:01/31/2024

  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 cancelled my service in November 2023. I was told that a refund would be issued after the billing cycle ended in December. In December I called to check in, and I was told that I would be receiving a refund amount of $294.70. I was told this was already sent to my credit card, and any delays were due to my credit card company processing the refund. It has been a month, and the refund has still not arrived. I called today, and was told that there was a mistake, and that there would be no refund. This is ridiculous.

  Business Response

  Date: 01/31/2024

  Hi Crystal,
  
  After reviewing your account, we found that the total amount ARW Home paid out in claims was $890.41 and you paid $857.28 for the annual plan. Per the Terms & Conditions of the plan under G.CANCELLATION / REFUND: 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. Therefore, you are not eligible for a refund as our representative explained to you earlier today via telephone. 

  Regards, 

  ARW Home

   

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21226371
  
  I am rejecting this response because:
  

  In December, your customer service agent informed me that I would be receiving a refund amount of $294.70. I was told this was already sent to my credit card, and any delays were due to my credit card company processing the refund.

  When I called this week, a different customer service agent confirmed that you have a record of this conversation, and that your agent did tell me that I would be getting a refund. 

  I was told upon cancellation in November and again in December that I would be receiving a refund.  Had I not been told that, I may not have cancelled my warranty.  It is unethical and fraudulent to promise a refund to a customer upon cancellation and then change what that customer is being told later, after the ********************** is cancelled and you are no longer under a financial obligation to provide a service. 

  I respectfully request that you honor what your employees promised your customer. 

  
  Sincerely,
  
  *********************** (*******)

  Business Response

  Date: 02/08/2024

  Crystal, 

  We understand that you were hoping to receive a refund, but we would like to remind you that our program's terms and conditions indicate that you are not eligible for one, as explained by our representative. When you signed up for our services, we sent you the program's information and asked that you review the terms and conditions to ensure a clear understanding of the program. We understand that reviewing terms and conditions may not always be a priority,but we strive to make sure all our customers have access to this information. Please refer to the last page of the Terms and Conditions where you will find: ENTIRE CONTRACT: This Agreement together with Declaration of Coverage, sales invoice and/or receipt sets forth the entire contract between the parties and no representation, promise, or condition not contained herein shall modify these terms.

  Sincerely, 

  ARW Home 

• Initial Complaint

  Date:01/30/2024

  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.

  This company is our home warranty company. On 1/16/24 we had a pluming emergency in our home where a pipe burst and was flooding our basement. My wife called the claim in to the company - Their stated procedure is for us to report the problem, pay the $100 deductible, and they dispatch a technician to repair. In this and every other time we have reported a problem, they state: "there are no technicians available to respond to the call, and we can call someone on our own and submit charges for reimbursement." Since this was an emergency, my wife accepted a list of "preferred contractors", which she called the first on the list, and someone responded immediately.When the technician was here, he presented us with a ~$2600 estimate. My wife called ARW and reviewed the line items, and was told by the representative that one item, a pressure control valve, would NOT be covered, but our $2000 of coverage would cover the rest of the bill which was $1,624. I also spoke to the representative and she confirmed the pressure regulator was not covered but the rest would be. So we paid the $1624 bill in full.We got an email from ARW that listed the charges that would be reimbursed, and the total amounted to only $506. When we called to get clarification on what this email stated (ie the pluming repair invoiced at $500 was only being reimbursed at $50) we were given numerous excuses as to why: That's retail cost, not ARW's OR There was only a small portion of pipe replaced OR the labor to access the broken pipe is not covered - none of these reasons are stated in the terms and conditions.When I finally got to speak to a representative, the same tactics were used to try to excuse why we were not getting reimbursement after we were told by a representative that we would be. When i asked to review the call with the representative, they said the only way that would happen is if there was a legal order to do so.I have a recording of the last hour long call with ARW

  Business Response

  Date: 02/05/2024

  *****,

  
  Thank you for providing us with your feedback regarding your recent claim experience. Upon reviewing the call, our representative responded correctly to your question about the reimbursement process. As per the policy's limitations of liability and terms and conditions,the coverage is subject to the diagnosis provided by the technician. The reimbursement you received was for the expenses covered under the policy. However,during our investigation, we discovered that the cause of failure reported by the technician was a half-inch copper line breaking from freezing, which is an immediate cause for denial as per the policy's terms and conditions. This information was also shared with you prior your Better Business Bureau complaint. We acknowledge that this was overlooked by our claims department,and as a gesture of goodwill, the $506 check was allowed to be processed. We hope this explanation provides you with more clarity and understanding of the outcome, ultimately in your favor.
  

  Regards,
  ARW Home

  Customer Answer

  Date: 02/05/2024

  On Wednesday 1/31/24, my wife  received a phone call from someone identifying themselves as ****** who stated she was calling in reference to our BBB complaint. My wife informed her that I was not available (I was on a work call) and requested a callback or information to return their phone call. 
  

  The representative seemed to ignore this request and continued trying to give my wife information when she asked to wait until I was available. the last thing she said to my wife was you will not be getting any more money on this claim then gave her a callback number stating she would be available that afternoon.

  When called back that day - within hours of the initial call, we got a voicemail for someone else (the name on the greeting was different),left a message with both of our numbers. We have not received any communication  since.

  This behavior of non-communication is par for the course with this company. We continue to attempt to reach the company and can never get anyone to answer, return a call, or provide ANY information re: this case. 
  

  All we want this to be reimbursed for the money we paid out that we understood to be co weed by our warranty, but the company will not provide payment nor information on the case. 

   

   

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 13, 2023 I purchased a home warranty from ARW. I agreed to pay ****** for a years service. On the morning of December 14, 2023 I cancelled the service. At this point ARW had not posted the the ****** on our bank account. On 12-14-2023 I was told it would take a month plus 7 to 10 days to get the refund. At this point we have not received the refund. I was on hold on the telephone for over 45 minutes before I was able to talk to anyone at ARW. When I started filling this form out I gave the address of ARW Home, ******************************************************************. The site the form is on shows 901 N *********. I don't know which address is correct.

  Business Response

  Date: 01/30/2024

  *****,

  Thank you for contacting us. Due to the payment being made through a checking account, which requires additional refund time, our accounting team needed to confirm that the check cleared before issuing a refund.  We can confirm that your account has been canceled, and your refund was processed on January 18, 2024. 
  

  Sincerely,
  ARW Home

  Customer Answer

  Date: 01/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/19/2024

  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.

  They charged my card for whatever amount they wanted to until they were successful and I closed my account with them.

  Business Response

  Date: 01/22/2024

  Hello ******,  

  We have received your complaint regarding your account, and after reviewing it, we found that your monthly payments for December and January had not been processed. Therefore, attempts were made to collect the payments, and we are pleased to inform you that your account is now up to date. Additionally, we noticed that you had a conversation with one of our customer service representatives on Friday, January 19th, and you opted to upgrade your account to our ****************** which offers higher limits of liability. As a result, you received a $20 monthly discount for the upgrade. We are glad that everything has been resolved, and your satisfaction is our top priority. 
  

  Regards,  
  ARW Home 

• Initial Complaint

  Date:01/18/2024

  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 signed up for their service in January and paid for the full year. I filed a claim on an appliance and even though their commercials claim to repair or replace broken appliances they did neither. After 7 visits by their repair company, who has as good of a rating as them, they said they were no longer going to try to fix it. I asked them to cancel my policy in October and they said I would get my premiums back for November and December. Now they are refusing to send my premiums back.

  Business Response

  Date: 01/22/2024

  Hello *******,  

  
  Thank you for your feedback. We have reviewed your account and found that you filed a total of 5 claims in 2023. These claims resulted in either a repair, buyout towards a replacement or denial, all of which were based on the Limits of Liability in accordance with the plans Terms and Conditions. The total claim payout to you and the service providers assigned was $1612.21. As a result, there was nothing to reimburse from the annual payment of $716.96 that you made on 1/6/23.  We understand that this may not have been the outcome you were hoping for, but we followed the policy terms and conditions. 
  

  Sincerely,  
  ARW Home 

  Customer Answer

  Date: 02/03/2024

  The figure you provided is not a fair assessment of the situation. While I may have filed 5 claims as you mentioned, the word DENIAL is key. I reported my fridge being broken in the beginning of summer. The first guy you sent out did nothing but still charged me $45. He said I needed to go buy a new filter and it would be fixed. I did so immediately and it was NOT fixed. When I called back the next day, I was forced to pay ANOTHER $45 service fee to get someone else back out. The agreement was that your customers only pay one fee per claim, not service fees for every visit on the same claim! When the new company came out he said I probably needed a new door and would be back. Apparently this is a common issue with my model of fridge. He came back five more times, and NEVER had a door with him. He stated that he fixed other parts, which clearly werent even broken. I watched him every time and while he did tinker with it I saw no parts entering or leaving my house. Most companies will offer to let you keep the parts they swap but surprisingly this one did not. After a month of complaining, the guy came out again and pulled off the bottom panel. He said, just as I expected. The wires are snapped and you need a new door. At this point you are telling me that you will not cover the door because you are a business and need to make money. These are YOUR companies that you are sending out, not mine. When you look them up their reviews are just as bad as yours. The fact that these companies arent ethical either and appear to be swindling funds from you is not my problem. It is yours! Had he done what he said the first time, we wouldnt be here today, but that wouldnt had filled their pockets. Point being, you can say that you covered x amount in theory, but the reality is it did not happen at my home and with my appliances! You need to be accountable for the companies you choose to send to peoples houses! This is a big reason people choose to use your service.  

  Business Response

  Date: 02/12/2024

  *******,
  
  We always aim to provide the best possible outcome for our clients and take their feedback seriously.  We understand that we cannot always meet our client's expectations, but we never stop trying. We want to confirm that we only charge one trade service fee per claim. If the work done by our service contractors under this service plan fails, we will make additional necessary repairs without any extra service call fee for a period of 30 days. As per our accounting records, the trade service fee was collected only once for each claim filed. We have followed the plan's terms and conditions and consider this account resolved.
  

  Sincerely,
  ARW Home

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21164325
  
  I am rejecting this response because:

  I can provide proof that I paid 2 service fees. They also had me pay for premiums when I closed my account. Its clear that this company continues to be less than trustworthy in their responses which makes me doubt the figures they have provided. Because of their contractors putting bandaids on my HVAC system these past couple of years I had to spend nearly 25k replacing equipment and remediating mold. Meanwhile, the fridge I reported last summer and paid multiple service fees is still broken. They must be held accountable before someone gets seriously hurt from their negligence.

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

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home warranty from ARW and had several changes because every other day they would be calling to upgrade services adding more money on my bill. I am on a fixed income and I could not keep up with what ended up being over 100 dollars. I called them to cancel services and they found a plan I could keep for $39 and I keep that plan for a while. They called me again and offered a plan where they would give me an additional discount from $64.00 to $59.00 and I would receive an upgrade back to the premier service where if anything happened to the appliances in my home it came with a $2500 price that was covered for the things in my home. I have a problem with my hot water heater and now they are not honoring my contract with them.

  Business Response

  Date: 01/15/2024

  Hello ********,  

  Thank you for speaking with us concerning your water heater claim filed on January 2nd, ****. We would like to reiterate that your claim has been resolved and the buyout offered was based on the limit of liability (LOL) for the platinum premier plan which you currently have. As a goodwill gesture, we offered a concession to increase your buyout to an amount higher than the available LOL.

  To avoid any confusion, we have sent you the Declaration of Coverage again, which clearly states the limit of liability for the items covered under the platinum premier plan. We believe this will help you better understand the offer to upgrade to the Total *** plan you received on January 8th, ****, which provides even higher limits of liability for the items covered. 

  During our call on January 12th, ****, we mentioned that if you wish to upgrade to the new plan, we will honor the discount offered for that plan. Please feel free to contact us if you would like to upgrade your plan. We hope that this explanation has been helpful, and if you have any further concerns or questions regarding your current coverage, please do not hesitate to reach out to us. 
  

  Regards,  
  ARW Home 

• Initial Complaint

  Date:01/10/2024

  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.

  this company is a complete fraud this policy was sold to me under a false pretense--it was promised that all electrical appliances were covered including the **--shortly after the 20-day waiting period my water heater went out contacted ARW and was told it wasn't covered because it was over 12yrs. old, so started asking questions about policy, and the ** wasn't covered called and spoke with a manager 2 times and he promised the payment would be refunded his name was ****--*****************-508-8886, after calling 4 times each rep. told me the money would be refunded 7 to 10 days it still isn't refunded even though I, cancelled this policy 12-23=23. **** said they pulled the call and I, was lied to and apologized and said the money would be refunded and this stoty goes on and on.

  Business Response

  Date: 01/11/2024

  Good morning *****,  

  We sincerely apologize for the miscommunication and have taken all proper measures to address this matter. Our accounting team has issued a full refund on the amount of $69.99 and you can expect to receive it within **** business days. We hope to have you as customer in the future.  Please know that we work hard to provide the best service to our customers, and this will serve as an opportunity evaluate our QA policies and ensure a great customer experience. 
  
  Sincerely,  
  ARW Home Services 

  Business Response

  Date: 01/12/2024

  Good morning *****,  

  
  We sincerely apologize for the miscommunication and have taken all proper measures to address this matter. Our accounting team has issued a full refund on the amount of $69.99 and you can expect to receive it within **** business days. We hope to have you as customer in the future.  Please know that we work hard to provide the best service to our customers, and this will serve as an opportunity evaluate our QA policies and ensure a great customer experience. 
  
  Sincerely,  
  ARW Home Services 

• Initial Complaint

  Date:12/27/2023

  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 opened up a claim with ARW on 10/21/2023, to repair my washing machine because it was leaking. ARW sent Mrs. ********* and ************** to my home to repair the leak. The technician indicated the leak came from the water hose. Therefore I had to wait 3 weeks for this to be delivered and installed. After installation, I washed a load of clothes to find out that the machine was not repaired. I intern reached back out to ARW to repair the leak; ARW called Mrs. ********* back over to repair yet again. The tech stated it was the memory board -- I thought it was rather strange. I waited another month before part was ordered and installed. Tech installed...left screws etc on my floor and the top of the washer does not automatically lock in place anymore, now pressure will need to be applied to fully close the top before the machine can start. I called ARW again to advise the leak is not fixed... ARW contacted ***** to fix the repair. Waited another 2 weeks before ***** came to look at the machine and the Tech stated there is nothing they will be able to do as another services company repaired the machine and did not fix it. During all of this.... ARW was debiting the monthly payments out of my account **********, The initial deduction caused my bank to overdraft because the amount was not taken out on the agree date. I contacted ARW to advise; and provided them with my CC to pay. ARW kept my CC on file to automatically deduct my account again the same month causing yet additional issues with my account. I contacted my bank to stop the check as it was causing overdraft again,...I have been through h*** and back with this company. MY machine is has not been repaired and I want ALL my money back. ARW had the never to close my account because of the stop payment; therefore leaving me with a broken washing machine and no service. This is unexcitable as a business and this will need to be handled via investigation. I want my money back, I now have to look for another servicing company to repair my machine. What a waste of time, money and effort!!!

  Business Response

  Date: 01/08/2024

  Hi ****,

  Thank you for bringing your concerns to our attention.We have investigated your claim and found several delays due to parts, which is not an excuse. We also noticed that your account has been canceled. As per the terms and conditions of the program, there is a fee due to ARW Home from you for the early cancellation of the account and the amount spent trying to resolve the claim.
  

  However, we understand you had a poor experience and want to make it right. As a goodwill gesture, we have decided to waive the service cost we incurred and refund the trade service fee you paid. We will also honor the buyout amount that would have been offered before your account cancellation. We hope that this resolution is satisfactory and wish you well moving forward. We attempted to reach out to you to explain the above but were unsuccessful.Please contact us with additional questions or concerns at **************.
  

  Best regards,
  ARW Home. 

  Customer Answer

  Date: 01/15/2024

  Hello, 

  Since my complaint I have reached out to ARW 3 times to conclude- last date being today 1.15.24.  I did leave a vm msg to call me to solidify account payment.  I did receive $100 that was refunded due to payment of service, --so that the tech could come out; but I did not receive my buyout amount of $300 and something dollars.  Let's be clear, I DID NOT cancel my services ARW was the ones who cancelled services, therefore the burden is not on me.

  Please contact me so that I can clear this up and close out the claim.

  Thank you!

  Regards,

   

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21060589
  
  I am rejecting this response because:

  Since my complaint I have reached out to ARW 3 times to conclude- last date being today 1.15.24.  I did leave a vm msg to call me to solidify account payment.  I did receive $100 that was refunded due to payment of service, --so that the tech could come out; but I did not receive my buyout amount of $300 and something dollars.  Let's be clear, I DID NOT cancel my services ARW was the ones who cancelled services, therefore the burden is not on me.

  Please contact me so that I can clear this up and close out the claim.

  Thank you!

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

  Business Response

  Date: 01/17/2024

  ****,

  During our phone conversation on January 4th, we discussed that your account was cancelled due to a chargeback initiated by your bank for November's monthly payment. You requested a refund for the ************* Fee of $100 that you paid for the washer claim, and we have refunded that amount. Additionally, you requested that we send you the buyout check,which we mailed out on January 11th, ****. The check is for $315.17, and the check number is ****. We sent you the check as a goodwill gesture after you had a poor experience. We also waived the service fee from the chargeback and the fee for early cancellation to make things right for you, even though you mentioned that you had already signed up with a different warranty company. We have fulfilled your requests and gone above and beyond to ensure your satisfaction. As a result, this matter has been resolved and closed.
  

  Best regards,
  ARW Home

  Customer Answer

  Date: 01/17/2024

   
  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,
  
  ***********************