Reviews

Review Details

• Review fromChri E

  Date: 06/26/2023

  1 star
  I filed a claim regarding no hot water & no A/C . Claim was filed paying a $200 deductible. I was asked by ARW to provide estimate for the necessary repairs. I called three different HVAC, plumbing and heating establishments and got three different estimates and sent them via email. Was never reimbursed. On June 3, 2023 I was told a check was sent to my residence from *******, I have still not received a check in over three weeks even though they said the claim was processed and payment will be received in 7 to 10 business days, its now June 26 2023,and still have not received payment. Then after calling customer service and complaining about the check never being received multiple occasions , I was told to wait another week and they would pay me via PayPal on the following Monday, June 26, 2023. I called again today June 26 regarding the check was told that PayPal would be sent out today. Call back in the afternoon hours no check no PayPal. Its clearly not a Home Warranty . Its clearly a telemarketing service that takes money and lies to people.

  American Residential Warranty

  Date: 06/28/2023

  Hello *****, 

  We appreciate your feedback which is very important to us to improve our services.  One of our supervisors, *********************** spoke to you yesterday to provide you an update of your buyout option.  We'll make sure that your request will be expedited to your satisfaction.  We apologize for all the inconvenience that you went through and we appreciate your patience. 

  SIncerely, 

  ARW Home Services

   

• Review fromAngelica E

  Date: 06/22/2023

  1 star
  Deceiving and a waste of money. I had a technician sent by home alliance that came to take a look at my **. He check the ** and said, I believe it needs to be cleaned and it should work. He did not tell me that the warranty did not cover it. He completed the work and did the invoice, he came back and said that he contacted the company and they said they would not cover it. He said I legally had to sign the invoice for legal purposes. Than he said if the company doesn't pay I have to pay it. I tried calling the ARW and no one could help me. They said I had to call back tomorrow. The insurance company charged me $75.00 deductible, the HV** gentleman has left me a bill for ****** for the service fee and maintance fee. I'm upset because I'm paying for something that is doing nothing for me. I feel deceived. Please double check with your insurance what they actually cover. I have the email exchange between the insurance company and the contractor and nowhere does it state it doesn't cover for his services. What should have felt a stress free process, it's more of a headache, stressful situation. I don't reccommend ARW Home Warranty. Not worth it.

  American Residential Warranty

  Date: 06/23/2023

  Dear ********,

  My name is ******, and I work as an Escalation Specialist for ARW Home. I want to express my sincerest apologies for the difficult experience you went through. I appreciate you taking the time to write to ** and share your experience. Unfortunately, we do not have any records of what happened with the service provider as we were not kept in the loop.

  We take great pride in providing excellent customer service, and this situation caught ** off guard.We would appreciate it if you could share with us more about what happened.

  We will personally reach out to you within the next 24 hours to discuss the situation and find a way to make things right. Thank you for your patience and understanding.
  
  Sincerely,
  ****************

  Escalations Specialist
  ARW Home

• Review fromGordon O

  Date: 06/20/2023

  1 star
  Good morning! Arw( American Residential warranty) is a rip-off!!! They owe me money in from of a credit. I made a service call during the pandemic with and attempting to have service done to some appliances in my home that I never received service on. I called them asking them for a refund or would it be ok to just leave it has a credit realizing it wouldn't be a good idea with elderly parents in the home and myself with breathing issues already. They said they could do a credit and whenever I got ready to have the service done I would be able to use the credit..so when went to use the credit they informed me that they saw no credit nor a record of any repairs and that was $375.00.May 2023 I made a request for service on the refrigerator and washer the servicemen they want to send out was going to take too long so they told me to get my own to come out and send in the the invoice of the estimate of cost they would send it to review and send out a check for the cost of repair what was $711.00 I paid out and I've had trouble ever since then all of this was done by email as I was instructed, well it's been over a month I had to call them asking where is my money they stated it would 24 to ********************************************************************************* $300 towards the refrigerator being repaired and $100.00 for my loyalty then turn around and told me they will be taking $75 from that, so I asked to speak with the manager and I stayed on hold for it seems like eternity...still manager, the young lady that I been I was speaking with came back on phone and was very nasty, very rude and unpleasant she said that she was a manager but yet she told me all the managers was in a meeting. If I were you I would not deal with these people I am reluctant to go back asking for you any type of services. As long as I have been with company, I haven't had claim and now that I do this is the treatment I get! I'm thinking canceling my contract with him buyers beware!

  American Residential Warranty

  Date: 06/23/2023

  Hello ******,

  I wanted to let you know how sorry we are that you went through that difficult experience, and we sincerely apologize for any inconvenience.  According to our notes, there was a $25 credit given on the pandemic when we helped our customers cope in such a difficult time. Someone from our claims team will reach out to you to answer all your questions regarding your claim.  We will pull the calls from the manager that spoke to you with an improper tone, and we will make sure that she will be coached on this.  We appreciate your patience.
  

  Sincerely,
  

  ARW Home Services

• Review fromCassandra S

  Date: 06/20/2023

  1 star
  This company is a scam, i used to work here and see how they handle customers they treat their employees event worst, they will have customers waiting a whole month for to even have a repair person come to the home after taking your deductible to start your cliam. Imagine i used to be an employee here until one of their managers got disrespectful and I have left 3 voice-mail for HR to call me back and they are ignoring me. All they care about is money.

  American Residential Warranty

  Date: 06/22/2023

  Hello *********,

  If you truly worked here, you would understand the dedication each employee has to serving every customer to the best of their ability. Each case presents unique challenges, and certain repairs can be complex and require waiting for new parts. Our team takes pride in the quality of our work, and the thousands of satisfied customers we have served in our 14 years in business attest to our success. We wish you all the best in your personal and professional endeavors.

  Sincerely, 

  ARW Home Services

• Review fromLS S

  Date: 06/16/2023

  1 star
  DO NOT PURCHASE UNLESS YOU WANT TO WASTE YOUR MONEY. I would give 0 stars if I could. I have been waiting for services with my exterior sewage line since the beginning of April. Every time I call to follow up, they say that the claim is still under review. Every time I call, they say that they are escalating my issue and someone will call and let me know something. I never get a call. But at the same time the billing department is calling in for a payment. They do not honor their warranty contract. I DO NOT RECOMMEND THIS COMPANY!!!!!!

  American Residential Warranty

  Date: 06/22/2023

  Hello L.S.

  We're very sorry to hear your experience with our company.  Someone from our team will reach out to you to investigate what transpired and to answer any questions or concerns that you may have.  You are a valuable customer to us and we appreciate your patience.  

  Sincerely, 

  ARW Home Services

   

• Review fromWanda J

  Date: 06/15/2023

  1 star
  If I could give 0 stars I would. This company is the highest premium with the worst coverage. I used to work there. If your AC is out and it is 10 yrs old, then they only pay $650.00. If it is over 10 yrs, then you are SOL. The coverage was so bad, I never talked about it on the phones. I would go with ****. I have had them for years.

  American Residential Warranty

  Date: 06/16/2023

  Good morning *****,
  

  Thank you for taking the time to write your review.  If you worked here, you would know firsthand how hard we work to assist our customers and would know our terms and conditions.  Were sorry that you feel this way and were willing to clarify any question that you may have concerning coverage.  Please contact us back to better assist you at ************ or by email ****************************************
  

  Sincerely,
  

  ARW Home Services

• Review fromNorth R

  Date: 06/09/2023

  1 star
  this company is a fraud & should be put out of business, they take your money monthly with ease but as soon as you render service ,your on hold for 30 -40 min then its a fee to have someone come out ,then if your situation is unfixable, they low ball you on the value of your equipment to pay out ********* takes forever to recieve, you literally have to keep calling to inquire.....SAD, thats why their not rated , cause their fraudulent, I want my money back, ALL OF ************************* should watch out to make sure they dont file bankruptcy & open back up with a different name , yes we all know the game.

  American Residential Warranty

  Date: 06/12/2023

  ******************** and ******,

  Thank you so much for taking the time to write to us.

  I wanted to let you know how sorry we are that you went through that difficult experience. We have investigated your concerns and are aware that there are some longer wait times than before, this is due to the company having new service offerings. When you signed up for our services, the terms and conditions are sent to you for review. This explains what the program covers and does not cover. This is important as it allows customers to understand their rights and obligations under the agreement. It also helps to ensure that both parties are on the same page and that customers are aware of what they are signing up for.
  

  
  As we understand that the program is not for everyone, we respect the wishes of our customers.

   

  Sincerely,  
  

  ARW Home Services  

• Review fromstacy C

  Date: 06/01/2023

  1 star
  Horrible service when it comes to making a claim. You are dealing with three different companies to get a repair done. I called for an oven not heating. Had to call ARW 4 times to even get the claim going. Every time I called they had to ask me everything all over again due to them not being able to see a claim that had been submitted 4 times. Then they assign you a company thats over an hour away that cant come out for 2 weeks. Then when I called back to complain they made me an apt with an another company stating they would be out 2 days later . Then the company calls the night before and says that apt was never available and they cant come out for 2 weeks. Something that should be a simple repair is a nightmare to just try to get a tech out to diagnose thats not even repairing it. By the time you get it fixed it will be a month or more if they have to order parts. This company is horrible.

• Review fromKB K

  Date: 05/31/2023

  1 star
  American Residential Warranty is an absolute scam. They have taken my monthly payments every month, but when I needed to use their services for an **** unit that went out they refuse to cover the unit. I complained and had the issue reopen and was told I would have a response in 24 to 48 hours, but never heard back. After a week and a half I call to cancel my coverage and was given a complete run-around. Every time I called there was a 60 minute wait. I stayed on the line on two occasions for more than an hour and no one picked up. On two separate occasions I ask for a call back and both times they rang my phone for 1 ring and hung up, which I lost my place in the queue. I can only reach a live person if I'm looking to add coverage. This is freaking ridiculous. My mother-in-law who also had ARW was also denied on an **** unit claim. After fighting with them for months and several service calls they agreed to give her an allocated amount, which they deducted the fees the technicians charged them on the service call. The amount given was less than 10% of the total cost of the **** unit. ABSOLUTLY REDICULOUS!!! I would strongly advise no one use this company, it is an absolute ripoff!

• Review fromIrma G

  Date: 05/28/2023

  1 star
  I called back in June 2022, I specifically asked if my washer and dryer were included in my warranty that i was purchasing. The operator said yes. I called back in May of this year to have my washer fixed. I was told that both the washer and dryer were NOT included in my coverage. I was told I needed to upgrade my warranty plan to cover said washer and dryer. How is it that I've been paying for a certain plan, thinking I was covered, when in reality I wasn't. Also, how can you expect a consumer to automatically know that an upgrade is needed, when not notified.It sounds to me that your company is misleading warrenty information in order to make a sale.

  American Residential Warranty

  Date: 09/03/2024

  Thank you for taking the time to share your feedback.