Reviews

Review Details

• Review fromHayley M

  Date: 11/09/2024

  1 star

  Hayley M

  Date: 11/09/2024

  My husband and I submitted a claim over a month ago telling them that our oven and stove trips the electrical circuit every time we use it. They sent out an appliance tech who said it was an electrical issue and we needed an electrician. After fighting with them (they wanted us to pay another $125 to file another claim even though we were telling them they never fixed the actual problem) they said they would send another person out.THEY SENT THE SAME APPLIANCE MAN AGAIN who made sure to put in his report this time that we require an electrician. We are still waiting. The appliance man's company said they submitted it a couple days ago but ARW are insisting they are still "waiting on the report." It has been over a month and we are unable to cook in our home!Today I called for yet another update and this lady asked me if I considered "using an extension cord to plug the stove into a different power outlet." This ARW lady literally told me to do something that would most likely burn down my home! An extension cord for an oven and stove!! Absolutely ridiculous and reckless. And plain idiotic.

  American Residential Warranty

  Date: 11/11/2024

  Thank you for sharing your experience, ******* We understand your frustration and apologize for the inconvenience. To determine the next course of action, we must send a technician to diagnose the issue. An electrician has been assigned to your claim, and the contact information for the service provider was forwarded to you. No additional trade service fee was required or collected.

  
  We are also reviewing the call recordings to ensure our agents are using critical thinking and to determine if any coaching is necessary. Your feedback is valuable to us, and we are committed to resolving this issue as quickly as possible.

• Review fromChristine O

  Date: 11/08/2024

  1 star

  Christine O

  Date: 11/08/2024

  Cannot begin to describe how amazing ************** was today. I have been dealing with a warranty company and their service provider (Performance electrical and Plumbing). The Performance plumber came to my house, looked at the issue, told me he didn't have a big enough snake and left to let the warranty (American Residential Warranty) know he needed their go-ahead. Days passed. I had to call Performance and was told by the man who answered the phone (who, it turns out was the plumber who had come out but he neglected to tell me this) that ARW had denied my claim, I didn't have enough money in my plan tho I have paid them $129 a month for a year now for coverage. After 12 days of getting the runaround from Performance Electrical AND ARW, and countless calls where again, no one had the decency to reach out though my front yard was covered in ****, I was told this morning ARW would be sending me a check for $58. The plumber had charged them almost $300 just to show up and tell me he needed a bigger snake then never call me again. Shaking today, at my wits end, I called Roto Rooter who I have used in the past but had remembered as being expensive. They were out within the hour. Their quote was less than Performance Electical's quote, plus it came with a warranty and free filming of our line if we needed it. **** cleared the problem in a few minutes. Right now he is cleaning up the p*** on the lawn with his shop vac, a service he offered me out of the goodness of his heart. After ten-plus days of one of the worst experiences I have ever had with a warranty company and with a plumber, *********** felt like the second coming.

  American Residential Warranty

  Date: 11/11/2024

  Thank you for sharing your experience, *********. We are currently looking into what transpired with your claim. In the meantime, please contact us at ************, as we require additional information from you to determine if you can be reimbursed for this claim.

• Review fromalbert h

  Date: 10/23/2024

  1 star

  albert h

  Date: 10/23/2024

  I've had this company for a little over 6 months after moving over from American home shield and when I tried to file a claim on my faucet for my downstairs bathroom it's been taking them three or four days to find a plumber in my area I asked the manager or she claims to be a manager how the claim process starts and works and she didn't know that information and then I asked her for a list of the plumbers that they work with around me and she didn't have the information either so as far as I'm concerned they are not knowledgeable about the workings of how things go with claims and for them claiming to be a big company if shouldn't take this long to find a plumber to do a simple faucet install in my bathroom and I pay every month for this service and I even paid the $100 deductible so now I'm going to ask for a refund back and I'm dropping this company because appears to me if they can't find a plumber to do the job it appears to me that the people that they work with don't trust that they're going to get their payment from them in a timely manner because otherwise it wouldn't take this long to find a plumber to do a simple 2-hour job at the most, I will not do business with these people anymore

  American Residential Warranty

  Date: 10/25/2024

  Hi ******,
  
  Thank you for sharing your experience with us. Were truly sorry to hear about the difficulties youve encountered with your recent claim and the frustration it has caused. This is not the level of service we strive to provide.
  
  We understand the importance of timely and efficient service, especially for something as straightforward as a faucet installation. Your feedback is invaluable, and we are taking immediate steps to address the issues youve raised.
  
  We will investigate further and work towards a resolution as quickly as possible. We appreciate your patience and hope to have the opportunity to make things right.
  
  Thank you for bringing this to our attention.
  
  Best regards,
  ARW Home

• Review fromR. G

  Date: 10/08/2024

  1 star

  R. G

  Date: 10/08/2024

  They use 3rd party help assigning young HEVAC sub-contractor to do the work. They are unable to perform properly so they must send a 2nd and third ****** out. Finally I had to hire a company of my own choice and submit the bill the ARW. They finally paid but they have a limit so it cost me in the end.Then when the year-contract was finished, they auto-renewed the policy for $949.44 without my permission which is against the THE ELECTRIC FUND TRANSFER ACT. I finally got them to remove the charge; however, upon checking they only removed $725.71 saying it was pro-rated.I am still fighting the $223.73 as I called them the moment I received my credit card ******* NOT USE THIS COMPANY.

  American Residential Warranty

  Date: 10/09/2024

  Hello *. ******,

  
  Thank you for reaching out to us.

  
  We want to assure you that we only assign licensed, bonded, and insured technicians to handle our client's claims. It's not unusual for a claim to require multiple attempts to fully resolve an issue, as fixing one problem may reveal additional underlying issues.

  
  If you intended to cancel your plan before its automatic renewal date and it was not processed, please contact us at customerinfo@arwhome. Be sure to include your ARW account number and relevant details, and well be happy to assist you further.

  
  Respectfully,

  
  ARW Home
  

   

• Review fromAndy W

  Date: 09/27/2024

  1 star

  Andy W

  Date: 09/27/2024

  American residential warranty at the pathetic company you pay them like $84 a month I got the Platinum I had electricity problem and they couldn't find a contractor in my area so they gave me a payout $300. When the electrician charges you $75 an hour to find out what the problem is. In my opinion this Home warranty company is nothing but a scam right now I'm looking for a lawyer so I can sue them. If anybody reading this could you email me a good attorney it would be greatly appreciated so I get out of my contract and *** American residential company for lying to me.

  American Residential Warranty

  Date: 09/30/2024

  Thank you for your review, ****. After reviewing your coverage, we confirmed that you received a cashout for the full limit of liability for this claim, as specified in your declaration of coverage. We adhered to the terms and conditions of the plan, which were provided to you when you signed up for services. Additionally, you had a 30-day free money-back guarantee to review both the declaration of coverage and the terms and conditions to ensure the coverage met your needs.
  
  

• Review fromGena B

  Date: 09/26/2024

  1 star

  Gena B

  Date: 09/26/2024

  This company takes your money for warranty, talks about everything they cover and then they have some small print to State. They dont cover the warranty service. In addition they held on. They took my money for sure cause if a technician comes to my house, but they did not find a technician for five days and said I can seek to reimburse well, I found a vendor because they couldnt find one in five days and held onto my $125 then when the person submitted a quote and said its just to have them file a claim and go ahead and have the vendor that I found to do the work they said its denied and not giving me my money back because no one did anything. They just gave him a paper quote and theyre gonna charge me 125 for reviewing a quote the 25 specifically stated CoP stating its only for cost when they assign a vendor to my site when I called to complain with billing to ask them for a refund they said we process your claim so that takes your 125. Dont go with this company because theyre gonna find some little small reason why they cant honor your request for your property or Appliance and I just took the smallest membership for warranty service which is just $59 a month. For only electrical and plumbing

  American Residential Warranty

  Date: 09/27/2024

  
  
  Hi ****, Thank you for your review. We offer a 30-day money-back guarantee to give you ample time to review the plans terms and conditions and decide if it meets your needs. Our terms and conditions are presented in a standard format for easy reading. After careful consideration, we found that your electrical claim was denied according to the plans terms and conditions. We understand this is not the outcome you were hoping for, but we adhered to the stipulated guidelines.
  
  
  
  
  

• Review fromCindy T

  Date: 09/25/2024

  1 star

  Cindy T

  Date: 09/25/2024

  I spoke with a very unprofessional & rude woman named ******* today at 10:30 am EST to cancel my policy. I explained that I called to cancel on Friday, 9/20/24 by 5:20, but didn't know that the office closes early (5:00) on Friday. I also tried contacting the office over the weekend, but no one was available. Since I had a migraine at the beginning of the week, I finally was able to call. ******* says that I will not receive a refund, even though the company policy says that a policy cancelation after 30 days gets a prorated refund. My cancelation number is: P328020. I also find that I'm at a loss why I wasn't offered the Total Plan which which offers 2 months as a free trial. The only difference between that contract and mine is that mine covers the well pump and your Total Plan includes the ceiling fans instead. I come from a background of ************* management so I'm guessing the agent got more commission for my plan. However, I should have been offered the option. Well pumps rarely break & ceiling fans would be more practical.I feel like your company has not operated in good faith and that your agent, ******* was extremely nasty about my cancelation, including making a snide comment at the end of the conversation that since I had called on an item within the first 30 days, it would be considered preexisting & not covered. This comment was made after I had already canceled the policy.

  American Residential Warranty

  Date: 09/27/2024

  *****, after reviewing the call recordings and your review, we found that your request to cancel came after the 30-day money-back guarantee period. Additionally, you contacted our claims department before the 30 days to open a claim before the waiting period had passed, which resulted in the claim being denied. Had the request to cancel been made on the same day, the agent would have honored your request and a full refund would have been provided.

  
  Based on our findings, our agents followed the plans terms and conditions as explained. We understand that this was not the outcome you hoped for and we hope you understand.
  
  
  

• Review fromDeborah D

  Date: 09/11/2024

  1 star

  Deborah D

  Date: 09/11/2024

  This company is basically you pay them and they dont cover claims. I called today to cancel my coverage. The man that I spoke with to cancel was rude and basically telling me that I was making a bad mistake by canceling, he offered a reduced monthly payment, and I informed him that that would be ridiculous because they arent covering my claim, he also basically told me I was making a mistake by not doing the reduced monthly rate, then said he tired of me interrupting him when he was babbling on and on about my policy. At that point after being treated so horribly I asked him who the h*** do you think you are? Then he hung up on me.This is a warning if youre looking for a home warranty, please look somewhere else. This company deserves zero stars.

  American Residential Warranty

  Date: 09/12/2024

  Your feedback is vital to our growth and improvement, *******. Although we are disheartened by your experience, we value your input as it aids us in enhancing our services and avoiding such negative incidents in the future. Rest assured, your account has been cancelled, and there will be no additional charges. We wish you the very best.

  Sincerely, 

  ARW Home

   

• Review fromscott C

  Date: 09/10/2024

  1 star

  scott C

  Date: 09/10/2024

  American Residential Warranty seems to be as slow as it can be. We live in ***** and our AC is broken. It's taken over a week and they still haven't finished their "paperwork". It's summer and we have small children. I recommend finding another company, we will be.

  American Residential Warranty

  Date: 09/11/2024

  *****, thank you for your review. We have completed a review of your claim, and it is now being finalized; therefore, you should receive a call today regarding the outcome. Should you need further assistance, please contact the claims department at ************** and press option 1.

• Review fromNancy R

  Date: 09/04/2024

  1 star

  Nancy R

  Date: 09/04/2024

  I would give this company a negative 100. They're lousy. Put in for a air conditioning unit. I paid out of my pocket over $6000. They paid 200. Then I also almost a year later. Put in for a refrigerator and it took them one month to fix it. That's ridiculous. So when I went to end my membership after a year and a 1/2 of having them, he tried for over an hour to convince me to stay and because I wouldn't he charged my credit card $204.41 for what I couldn't tell would not recommend them to any. One.

  American Residential Warranty

  Date: 09/05/2024

  *****, we appreciate your review. Upon investigation of your claims, we discovered that the delays in the refrigerator repair were due to the required parts being on backorder, which was previously communicated to you. We would like to remind you that our calls are recorded for quality assurance, and we have located two instances where the cancellation process, as outlined in the plan's terms and conditions, was clearly explained to you. For further clarification, please consult the terms and conditions document, specifically Section G on Cancellation/Refund, or contact us directly for a more detailed explanation.