Reviews

Review Details

• Review fromNatasha S

  Date: 03/07/2025

  2 stars

  Natasha S

  Date: 03/07/2025

  My husband and I signed up for American Residential Warranty after a bad experience with another warranty company that never responded to our claim for a broken microwave. Hoping to find a better option, we came across this company. During the sign-up process, we asked as many questions as possible and decided to purchase the Total Package with add-ons, as we have a septic system, well, in-ground pool, etc. At the time, the cost was around $109 per ********** forward to today, and our monthly payment has increased to over $165. While that alone was manageable, the real issue came when we actually needed to use the warranty. When our water heater needed repairs, we filed a claimonly to find out that our type of water heater wasnt covered. That prompted me to thoroughly read the contract, and I quickly realized that most of my homes systems and appliances arent covered either, likely due to the age of my home.I take responsibility for not reading the contract in full before signing ******** learned. However, I strongly urge anyone considering this company to read through the contract carefully before committing. If the coverage fits your needs, great. If not, cancel immediately, because you only receive the contract after signing up and making your purchase.Hope this helps others avoid the frustration we experienced!

  American Residential Warranty

  Date: 03/10/2025

  Thank you for sharing your experience with us. We appreciate your feedback and are sorry to hear about the issues you encountered.

  
  While your specific type of water heater may not be covered under your plan, we want to clarify that our plans do not exclude items based on their age. We understand the importance of thoroughly reviewing the contract to ensure it meets your needs, and we encourage all customers to do so.

  
  We value your input and are committed to improving our services. If you have any further questions or need assistance, please do not hesitate to contact us.

• Review fromLashawnda A

  Date: 02/20/2025

  1 star

  Lashawnda A

  Date: 02/20/2025

  This company is the worst! I Been with them for about 17 years and each time that I file a claim, which is not very often it never goes smoothly. They never Have anyone available to come out to service your item and the cash out they offer you is pathetic and it takes Almost A month to receive the cash out from my previous experience and Im still awaiting my cash out from this experience and its been going on two weeks. This company is not recommended. This is my last go around with the company. I will be looking for another company today!

  American Residential Warranty

  Date: 02/24/2025

  Thank you for being a customer for 7 1/2 years. We understand your frustration and apologize for any inconvenience you have experienced.

  
  

  We acknowledge that there was a delay in receiving your buyout check. However, according to the call recording, the delay was outside of our control. During your conversation with our team, you mentioned that you refunded ****** by accident, and you were advised that the payment would be reprocessed, which it was.

  
  

  If there is anything else you need assistance with, please don't hesitate to give us a call.

• Review fromShay W

  Date: 02/13/2025

  1 star

  Shay W

  Date: 02/13/2025

  I escalated the ongoing delay in receiving assistance for my claim filed on January 26th. Despite multiple follow-ups and requests for escalation, the issue remains unresolved, causing considerable inconvenience. The claim was assigned on January 28th and was confirmed for approval on January 29th. However, I have been without heat or a functioning furnace for three weeks, and there has been no follow-up as we await the necessary part. As of today, three weeks later, I have not received a clear update regarding the status of my claim. I previously contacted ARW representatives on Thursday, February 13th; Wednesday, February 12th; Friday, February 7th; and Monday, February 3rd. I was assured that the matter was being addressed and escalated each time. However, I have not received a satisfactory response regarding the delay. Although there is a winter storm, the temperature is within the low 20s.

  American Residential Warranty

  Date: 02/17/2025

  Ms. ******, we sincerely apologize for the inconvenience you've experienced. As previously advised, we are currently waiting for the necessary parts to arrive in order to complete the repairs. Unfortunately, the part is on backorder, which is beyond our control, but please rest assured that we are working diligently to resolve the matter as quickly as possible. We understand the urgency of your situation, especially with the winter storm and low temperatures, and we appreciate your patience. We will provide you with updates as soon as we have more information.

  Thank you for your understanding.

• Review fromMichael S

  Date: 01/14/2025

  1 star

  Michael S

  Date: 01/14/2025

  BEWARE of this company they will tell you that a great story on the way home but as soon as you sign contract be ready for long waits on phone making claim and long wait on technician coming out!! They advised me before signing contract that I could cancel at any time but didnt advise once I put a claim I cannot cancel until whatever payout amount on claim is Paid pack to them through monthly bill!! DO NOT recommend

  American Residential Warranty

  Date: 01/15/2025

  Thank you for your feedback.

  
  When you called to open your claim, our representative explained that the issue you reported was considered a maintenance issue and not covered under your policy. This transparency was intended to save you the cost of the trade service fee. It's important to note that during your short period of enrollment, you did have two successful claim outcomes.

  We strive to provide clear and helpful information to our customers.

  If you have any further questions or need assistance, please don't hesitate to reach out. 

   

• Review fromSondra N

  Date: 12/30/2024

  1 star

  Sondra N

  Date: 12/30/2024

  When I bought this warranty, I asked the representative if the drop and spill protection covered my Xboxes. Because my kids carry them back and forth between rooms, they assured me it was covered. When I tried to file a claim 10 months later, they said it wasn't covered. I escalated the call to management, and management listened to my original call. They said yes, I was informed that they would be covered but it was up to me to read the terms and conditions and cancel within thirty days if it wasn't up to my standards. So, basically, they told me, yes, they knew their representative lied to me, but I wasn't getting my money back. I tried to read the terms and conditions on their website, but I couldn't; it lets you log in, and when you look under coverage, it just lists items that are covered, not the coverage for the items. This company is scamming people out of money. Had I known they were lying to me, I would have used the money I spent on the warranty and just bought a new Xbox. I will never buy another warranty like this again, and I don't suggest anyone else does either. I was scammed out of my money!

  American Residential Warranty

  Date: 01/01/2025

  Thank you for sharing your feedback.

  We strive to provide the best service possible, and it is concerning to hear that you were misinformed by our representative. According to our terms and conditions, drop and spill protection is not covered

  .
  We regret any confusion caused by the information on Asurion's website. We are continuously working to improve our customer experience.

• Review fromHoward N

  Date: 12/30/2024

  1 star

  Howard N

  Date: 12/30/2024

  Initial salesman was deceptive. Used term repair or replace items numerous times. When they were needed it took 13 days for them to decide to offer a "buyout" for a small amount of money, not enough for a replacement. When I said I wanted to contest their "offer"" and send them the receipt for what I paid for the dishwasher I never heard back from them and had to call them back. Then it took a month for them to send me a check.

  American Residential Warranty

  Date: 01/01/2025

  Thank you for sharing your feedback.

  
  We have reviewed your dishwasher claim and the end results and have found that the buyout offered and accepted on December 6, 2024, was for the cost of a comparable unit from ****** to replace the original one. The buyout check #***** was mailed out on December 12, 2024.

  Comparison Link: Frigidaire 24-in ********************************************************** STAR, 55-dBA Standard Sound Level FFCD2413US at *********

  
  We regret the delay in communication and the time it took to resolve your issue. We are continuously working to improve our processes and ensure timely responses to our customers' concerns.

  
  If you have any further questions or need additional assistance, please do not hesitate to contact our customer service team at ************ claims: option 3.

  We value your feedback!

• Review fromLori N

  Date: 12/13/2024

  3 stars

  Lori N

  Date: 12/13/2024

  Never had to file a claim and decided to cancel the warranty service. First cancelation was with a representative and was assured the warranty had been canceled in 11/21/24. I continued to recieve phone calls stating the bill had not been paid. Received a call again this morning again and politely told the lady the policy had been canceled, she said it had not been canceled, so I asked again why they can not see that it was canceled? She than began to almost argue with me about keeping the policy. When I told her that is not what I desired and the policy was already canceled, she abruptly hung up. I then called back to once again request documentation for my records showing it was canceled. Needless to say the representative said she showed no cancelation. This representative assured me it has now been canceled but once again they do not provide any documentation, email, reference number to assure it has been done. I can receive an email showing my payment is due so I do not understand why it is not the same verifying that you are no longer using their services. I hope my cancelation today has been documented correctly. I think a better business practice would be to provide your customers with documentation for their records verifying that a change has been made to the account.

  American Residential Warranty

  Date: 12/16/2024

  Thank you for bringing this matter to our attention, ****. We sincerely apologize for the inconvenience and frustration you have experienced. We are currently looking into this issue to understand what went wrong.
  

  We can confirm that your account has now been canceled, and no further payments will be withdrawn.

  Your feedback is invaluable in helping us enhance our processes.

  Thank you for your patience and understanding.

• Review fromAngel M

  Date: 12/04/2024

  1 star

  Angel M

  Date: 12/04/2024

  We put in a claim on Monday morning about our furnace not working the person we spoke to said it was put under an urgent matter. AWR put is in contact with motili later that day, motili told us that there was no urgent matter label on it and the guy we were talking to from *** heard the whole conversation and was unsure why the claim label was not put under an urgent matter. I made it clear numerous times with both parties that we did not want to be played with on this specific matter and how important it was for a technician to come ASAP. 1. Because 2 people in the household are neurodivergent as in they both have autism I made it very clear to both parties that we can't go to a hotel room because it would be completely unstable for them and a nightmare for everyone else in the family.2. We have a senior living in the household 3. 3 of the residents have asthma and can't live in cold conditions I made this VERY CLEAR ABOUT 4 different times on Monday. Motili the dispatch company *** home hired said they would get a technician to come out on Tuesday, as Tuesday came we had not gotten a half hour notice call from the technician and motili told us that we were not going to and that was after I had to call 3 times to ask if someone was going to come over. *** did not answer any of the calls later that day and never told us that a technician was not able to come yesterday until this morning. It's evident that this will take your money so easily every single month year by year but the second a person needs urgent help that they don't care about their customers. Especially when they are dealing with the ones with autism or the elderly it is clear they they have nothing but neglect that group of people and I hope this company and everyone that contracts them is well aware

  American Residential Warranty

  Date: 12/12/2024

  Thank you for bringing this matter to our attention.

  
  We understand the critical nature of your situation,especially considering the specific needs of your household members. We regret that there was a miscommunication regarding the urgency of your claim. Your claim was opened on December 2, 2024, and a technician was assigned on December 4, 2024, with a scheduled visit on December 5, 2024. However, when our technician arrived, they were informed that the repair had already been taken care of by the homeowner.

  
  To address the expenses, you incurred for the repair, we invite you to submit a reimbursement request by contacting our claims department at ************ (claims: option 1). Our team will assist you with the necessary steps to process your reimbursement promptly.
  

  We apologize for the inconvenience and appreciate your understanding. We value your feedback and are dedicated to providing better service in the future.

• Review fromFrances W

  Date: 11/26/2024

  1 star

  Frances W

  Date: 11/26/2024

  I wanted to leave a no star review! I cannot begin to describe my frustration..... we purchased our house on 1/31/24, on 2/1/24 our furnace was unspected. We were told to buy a new filter which we did in February. Our house was built in the 80's. In march, we started to smell a burning smell and could hear loud noices on the other side of the wall. We immediately turned off the furnace and it has been off since March. We filed a claim with ARW in Oct. It was inspected and reported that the new filter was dirty and the 20+ year old motor needed to be replaced. The claim was denied because the filter was dirty and we were told we had not maintained the furnace in the past. We ran the furnace from 1/31/24 until the motor went out 3/2024. I cannot get refunded on my claim or policy and no supervisor is available to talk with or call me back. Do not purchase a home warranty from this company.

  American Residential Warranty

  Date: 11/27/2024

  *******, Thank you for sharing your feedback. We understand how crucial it is to have a functioning furnace, especially in a new home. Our escalations team has thoroughly reviewed your claim and the technician's findings. Unfortunately, the claim was denied due to the condition of the furnace, specifically the dirty filter and lack of maintenance. This is outlined in our terms and conditions as not covered, and we have a picture from the service provider that supports this decision.

  
  We understand this is not the outcome you were hoping for, but we have determined that the terms and conditions were followed, and the claim denial is supported. If you require further assistance, please contact our customer service team.

  
  Thank you for your understanding.

  Sincerely, 

  ARW Home

• Review fromFikiri N

  Date: 11/20/2024

  1 star

  Fikiri N

  Date: 11/20/2024

  I purchased an ARW policy on November 1, 2024, but after reading reviews that indicated the coverage is limited to $5,000 per year, I decided to cancel on November 4. When I requested a refund, the representative suggested I give the policy a try to avoid the hassle of obtaining a refund. When that didn't resolve my concerns, he informed me that my case would need to be escalated, and someone would call me back within 24 to 48 hours.I called again and spoke with another representative, who confirmed that my policy was canceled and that my refund was being processed. However, after not receiving my refund by November 20, I reached out again, only to be told that I would have to wait until December 1 before the refund process could begin.I would not recommend using ARW. I previously had *** and decided to switch to ARW for the lower cost, but that turned out to be a regrettable decision.

  American Residential Warranty

  Date: 11/21/2024

  Fikiri, we received your request to cancel in November 20, 2024. After our escalations team reviewed your request, a call was made to you, and a detailed message was left confirming that your account had been canceled. Since you were within the 30-day money-back guarantee period, a refund was submitted and processed. Refunds can be received in a matter of hours to days, depending on your financial institution. The matter has been resolved and closed on our end. If you need further assistance, please do not hesitate to call.