Reviews

Review Details

• Review fromJacquelyn B

  Date: 03/14/2023

  1 star

  Jacquelyn B

  Date: 03/14/2023

  Been with this company for several years, they charge me sixty dollars monthly and another sixty dollars if you file a claim that has to be paid up front at thei time you file the claim. I filed a claim last year, paid them up front sixty dollars, for them to fix my stove that was not working. They made the appointment, I took off work, Waited for them all day, called them to see what happened, they came up with the excuse that the appointment date was mixed up. Made another appointment, no show, so I had to buy a new stove, contacted them, told them I had to get a new stove because they never came to fix my stove, so after several weeks of waiting I had to get a new one. They promised to reimburse me for the purchase after I sent in my receipt for the purchase, I sent it but they kept asking for papers I did not have, I could never send them enough papers to get my refund. In the meantime they kept money I paid up front for service. What a scam now when I call to discontinue their service they want answer the phone or discontinue service and they still charging me sixty dollar a month. How do I disconnect from these people, and get reimbursed for all the money I put in this company, and for all the pain and suffering. Thank you. *********************************

  American Residential Warranty

  Date: 03/16/2023

  Hello *********, 

  Thank you so much for taking the time to share your review. We work hard to make sure that our customers receive the best service.  We apologize for the inconvenience that this situation might have caused you.   If you have any additional questions or concerns, please contact us at ************ or ****************************************
  

  Sincerely,
  

  ARW Home Services

• Review fromRanae P

  Date: 03/10/2023

  1 star

  Ranae P

  Date: 03/10/2023

  On March 3rd 2023 I filed a claim with ARW , due to my Water Tank leaking. I was issued a claim number along the the Name and Company that will replace it. Within 36 hours I was notified by the plumbing co. They sent a service contractor out. He came looked at it, took photos and stated he had to send it in to ARW. Now back in August of 2018 my HWT WENT AND ARW replaced it with no problem. A Rheem Water tank that they installed. Now in 2023 the tank WENT AGAIN. ARW notified me on the 9th of March and stated that bc the tank was under Warranty they will not replace it, to notify Rheem bc of the warranty. and that I would have to get a Plummer to take it back to Home Depot. I explained to them that they are the ones who placed it in 2018 and why do I have to be the one to do all this work. I also expressed the water in the basement. Mind you my basement is a finished basement with a brand new washer and dryer. They simply said we are sorry but we are not going to do anything with the hot water tank. I wish I never felt with this company mind you the said they never sent a contractor to my house. Well I guess the company that came was a ghost. You talking about so unprofessional. They don’t ever have to worry abt me. And they charged me $55 as a service fee. This company is the WORST EVER.

  American Residential Warranty

  Date: 03/17/2023

  Hello *****,

  We apologize for your experience with ARW Home and thank you for your feedback. We aim to provide the best service possible and ensure our customers are always satisfied. Someone from our team will be in touch with you upon reviewing your account.

  Thank you for your patience!

  Sincerely,

  ARW Home
  

• Review fromHeather M

  Date: 03/03/2023

  1 star

  Heather M

  Date: 03/03/2023

  I wish I would have read the reviews here. Everything they say is true. **************** is non-existent. Have been waiting 5 weeks for a refund. They auto-renewed ** without our knowledge or consent. Sent us an invoice back in January stating nothing about charging us. Still waiting on refund that was told was it was being processed on 1-27-23. Waited 7 to 10 business days. Nothing. Called back and they stated it they now had to wait until the end of February. Unacceptable. Called today and they stated again 7 to 10 business days. Who knows how long this company will keep your money. So far, far away from a company that can't provide a refund for over 5 weeks.

  American Residential Warranty

  Date: 03/07/2023

  Hello *******,

  
  

  Thank you so much for taking the time to post your review.  We opened an immediate investigation of your account to find out what transpired.  According to our records, your refund was issued on 03/03/2023 to the credit card you had with us on file.  We apologize for any inconvenience this situation may have caused you.  If you have any additional concerns, please contact us back to ************ or ***************************************.   

  
  

  Sincerely,

  
  

  ARW Home Services

• Review fromTammie M

  Date: 03/01/2023

  1 star

  Tammie M

  Date: 03/01/2023

  I been with the company since 2018, this is the first time I have major issue with any thing in my house.,, My heating unit have a hole in it, I was told my the Tech it would cost me $3624, when they sent the claim back to ARW- the have sub contract with AIG, and I did not that. AIG make a decision that they would only pay $500.00 and if I take the buy out they would only give me $375.00. Do the make any since, I told them I pay you $97.00 a month for almost 7 years and you only can give me $375.00. That was there final offer. I am not happy with there service at. I look they take people money, and when you need them, they come up with some rule. I have the platinum Premier Plan, I those the plan I had I was full coverage.

  American Residential Warranty

  Date: 09/03/2024

  Thank you for taking the time to share your feedback.

• Review fromBen C

  Date: 02/17/2023

  1 star

  Ben C

  Date: 02/17/2023

  An absolute joke and ****! They don't provide help when you call, they say they will contact you back in 48 hours, they dont, then when you take maters into your own hands they don't cover anything. Run from these people!

  American Residential Warranty

  Date: 02/20/2023

  Hello ********,

  
  

  Thank you so much for taking the time to share your review. We opened an immediate investigation on your claim to know what transpired.  We have more than ****** technicians nationwide but unfortunately, we depend on their availability to provide service, which sometimes could take some time.  We provided you the option of hiring your own contractor and we guide you along with the process but, unfortunately, you made some decisions on your own.  Every warranty companys goal is to assist with high costs of repairs so we would gladly send you the terms and conditions for more details.
  
  We apologize for any inconvenience this situation might have caused you and if you have any questions you can contact us back at ************ option 2.
  
  
  
  Sincerely,

  
  

  ARW Home Services

• Review fromPhyllis L

  Date: 02/16/2023

  1 star

  Phyllis L

  Date: 02/16/2023

  I think they give you promises that they don't uphold. My plumbing was supposed to be covered and they say I can't file a claim. Says its existing problem because I had a clogged toilet a week before but had that fixed (not much of an issue). Now they won't come and check problem, I've got water running onto my floor , coming out of commode can't use any appliances because makes problem worse. Obviously can't use bathrooms. Said I would have to prove that clog in toilet was fixed, never told me this on initial call, otherwise would have had plumber do so. But they didn't hesitate to take another payment out of my account. Had one of the big bosses call and leave me a message saying I could file claim, but claims **** still will not. The claims **** people are rude they don't listen, talk over you. Highly disgusted, only went with this company because of supposed coverage and service fee was quite a bit lower than the one I had. Told me my 1st service call would be free there again don't want to honor. So if I could give a negative rating I would but not an option. Will be changing warranty and warning anyone in my locality about ARW.

  American Residential Warranty

  Date: 02/16/2023

  Hello *******,

  
  Thank you so much for taking the time to share your review.  We opened an immediate investigation with our claims department to get relevant information about your concerns.  A supervisor from our claims department stated that she contacted you and advise you the outcome of your claim.  Unfortunately, according to our terms and conditions, we do not cover preexisting issues.  We would need proof of repair to cover *************** issues, even if the issue was temporarily fixed.  We will make sure that the agents that showed an inappropriate behavior are coached.  I want to remind you that you can still use your complimentary service call as a benefit for your inconvenience, which we would like to apologize.  You have an excellent plan which covers most of your home appliances and systems and were glad to have you as a customer.If you have any additional questions or concerns please contact us at ************.
  

  Sincerely,
  

  ARW Home Services

• Review fromMary H.

  Date: 02/13/2023

  1 star

  Mary H.

  Date: 02/13/2023

  I think I wasted my money on this company. I have been a customer since Nov 22. So far I have heard nothing from this company but lies. I requested a Declaration page for my mortgage company and have not received it yet. Now my mortgage company is buying a warranty, that might cost me more, which I will have to pay for. just because I can't get a dec page. Except for setting up auto pay and an inquiry about warranty on a washer (It cost an additional $10.00 a month) I have heard nothing. Looks like I have to look further.

  American Residential Warranty

  Date: 02/14/2023

  Hello ****,
  
  
  
  It was a pleasure speaking to you this morning.  Your declaration page and terms and conditions had been emailed to you to the correct email address as advised on our conversation.  We would like to apologize for this inconvenience.  The declaration page and terms and conditions were sent when you signed up, but your email address had a typo on our system.  If you have any questions or concerns, please contact us at ************.
  
  
  
  Sincerely,
  
  
  
  ARW Home Services

• Review fromRobert S

  Date: 02/08/2023

  5 stars

  Robert S

  Date: 02/08/2023

  Love this company, went through the mill with Choice then American Home Shield, switched to American Residential Warranty, so happy, I called them when my A/C started blowing hot air, they showed up at my home the next day, immediately repaired the draining issue and my A/C was working that same day, Thank God for American residential Warranty! I will always recommend them to everyone I know!

  American Residential Warranty

  Date: 09/03/2024

  Thank you for taking the time to leave us a 5-star review.

• Review fromJamilah P

  Date: 02/06/2023

  1 star

  Jamilah P

  Date: 02/06/2023

  The only time I heard from this company was to get a reminder about my payment.
  I filed a claim that was never responded to. I spent endless hours trying to get someone to assist or to even respond to my calls. They never sent confirmation emails after calls concerning a service request.
  I called customer service several times but was told it was closed or not available even though it was regular business hours that they stated in their message.The one company they referred me to never responded and I was never able to get them to answer any phone calls. The company just kept asking me to hold.
  I can go on but instead let me say DON'T WASTE YOUR MONEY WITH THIS COMPANY. DO NOT USE AMERICAN RESIDENTIAL WARRANTY.
  By the way, I found out my neighbor had a previous contract with them and had the same experience.

  American Residential Warranty

  Date: 09/03/2024

  Thank you for taking the time to share your feedback.

• Review fromMikendra W

  Date: 02/03/2023

  1 star

  Mikendra W

  Date: 02/03/2023

  I spent 2 hours and 45 minutes on the phone, most of which was spent on hold - only to be told that if I have a complaint, that its been recorded and to calm back in two days for the results. What results? I wanted to voice my concerns about my experience and was told that it was already submitted. Why wasnt I able to file the complaint on my own? They assured me a year ago that my credit card would be removed from the account as I have a separate account created specifically to pay bills. Then I get an alert from my bank that funds were deducted. when I asked how was this the case after I previously had the card removed, I was told that I was misinformed and payments must be taken automatically. But this was concerning because I always send the payment in advance, as was the case this month. No one could give me an explanation behind this, no one would take my concern for the matter seriously, and now I have to wait 5-7 days for the refund. This is bad communication, bad customer service, and poor accountability on their part. If the previous representatives misled me, then I need to know that this is being addressed. They claim to record all conversations, so why cant they confirm what was told to me and correct it?

  American Residential Warranty

  Date: 02/06/2023

  Good morning ********,

  
  

  It was such a pleasure speaking to you today! I just want to
  let you know that the accounting department is fully aware of your request and the
  agent’s supervisor will coach her.  We are
  always looking to provide the best customer service to make sure that all their
  needs are met.  We would like to
  apologize for all the inconvenience that this had caused you and if you have
  any questions or concerns, please contact us back at ###-###-####. 
  
  Thank you for being a valuable customer!
  
  
  
  Sincerely,
  
  ARW Home Services