Reviews

Review Details

• Review fromRobert W

  Date: 09/03/2024

  1 star

  Robert W

  Date: 09/03/2024

  ARW is a rip off. *** had this company for 60 days. Unfortunately, I had to use them within those 60 days my refrigerator and my stove stopped working. I called them and it took almost 2 weeks to get the parts for the stove and the refrigerator. About a month later my **** went out and I called for the service. A service man came out and told us that the unit was gone and we needed a compressor. I was told they would get back in touch with us to work up an estimate on what it would cost to repair . ARW called and said they were unable to repair our **** and that we would have to work With the company that they sent out to get another unit and pay out of pocket, because we have not been in the company longer enough. However, we had to get the **** fixed out of pocket and we canceled the service With ARW. I was told by a representative that if we canceled our contract, we will have to pay the remaining of the year. Well, if we have to continue to pay them monthly and pay for a compressor, Then I dont think we need an a warranty. We didnt think that once we joined that all of this disaster would happen in 60 days. So we refused to pay the rest of the year payment due to us taking that money and some to purchase a compressor.($3,700) However, We refused to pay the remainder of this year and cancel the service. There were no compromising. So ARW still tried to process the remaining of the year payment through our bank and didnt get through so they went to another bank account in which we paid our deductible out of on a previous claim. That is stealing out of another account that was not authorized. So they measure on how much they can get from you in a long period of time and then they will make a decision on if they should repair it or not. Thats not business with very bad customer service. ****** *.

  American Residential Warranty

  Date: 09/04/2024

  Thank you for your feedback, ******. As a reminder, all our calls are meticulously documented and recorded. Upon reviewing the statements made, we determined that the delays in two of your three claims were due to parts being on backorder, which was communicated to you. These two claims were resolved, meaning the repairs were completed. Your third claim was canceled by you because the appointment scheduled for the next day did not meet your satisfaction. Upon reviewing your plan coverages, it was confirmed that you did not enroll for AC coverage. The early termination fee is detailed in the terms and conditions provided to you upon signing up for our services. The payment was processed on a card that you furnished to ARW Home, granting permission for payment transactions. We hope this clarifies any misunderstandings you may have had, and we wish you well.

  Sincerely, 

  ARW Home

• Review fromVicki B

  Date: 09/01/2024

  1 star

  Vicki B

  Date: 09/01/2024

  They lie about their b b credit rating to get you to sign up with them. Once you file a warranty claim, they take weeks to make a determination and then decline. I am 66 years old, and my air conditioning broke in the hottest summer we've ever had in ******* in the month of August. They kept me waiting weeks to tell me they were declining my service due to the previous owners neglect and cleaning the system. I've now been a total of five weeks without air conditioning. I decided to quit this company and demanded a refund. Getting the refund was extremely difficult through the person on the phone. She kept telling me because I paid annually that it would be in my best interest to just keep their lousy ********** case I had another problem. It took a significant amount of time on the phone, arguing with her that I didn't want to hear her sales pitch and just refund my money. Not one person ever and the entire time I was waiting for service determination, ever contacted me by phone. I requested expedited service. Because I had just had heart surgery. The week prior to the breakdown, and the heat was very difficult on me. The only communication I had from them was when they finally declined and said someone would be calling me, but no one ever called. It was up to me to call them once or twice a day for updates. This is a horrible company.I would never recommend to anyone. If I could give them negative stars, I would. Their sales team is good because they convinced me just switched from my previous company and I regret it. A r w is in business to steal peoples money.

  American Residential Warranty

  Date: 09/03/2024

  *****, we appreciate your review. Upon reviewing your statements, we found that the service provider cited a lack of maintenance for the unit, and the decision to decline was based on the terms of the plan, a copy of which was provided to you upon enrollment. Our review process is bound by public information, and an examination of the call recording revealed no discrepancies with the publicly available rating. We recognize that the result was not as you had hoped, but the denial was strictly in accordance with the plan's terms and conditions. We wish you the best and invite you to contact us if you have any further questions.

• Review fromCathy J

  Date: 08/29/2024

  1 star

  Cathy J

  Date: 08/29/2024

  Im a customer paying a monthly fee for ******************** that have not yet been rendered, my HVAC has a leak of Freon and its been 9 days since filing my claim, 3 days since this company has had my estimates cost which falls under false advertising since they offer 24/48 hr repairs. Keep calling and being told same thing from ***, its under review , mind you I have an elderly father in the home age 82 whose health is being affected and they still have not done anything after claims been so called escalated due to my complaints of physical ailments due to no air in the home, filed claim on 8/21, got estimates on 8/26, and still nothing. Ridiculous .

  American Residential Warranty

  Date: 08/30/2024

  Thank you for bringing this matter to our attention, *****.

  Upon reviewing your account, we have confirmed that your claim was approved, and the assigned service provider was notified on 8/29/24. An additional notification has been sent to the service provider regarding the repair approval. Please feel free to contact the service provider directly to arrange the repair at your convenience. We apologize for the delay, which was due to receiving a partial estimate and the final one days after causing a delay in the final outcome. Please feel free to contact our claims department should you require additional assistance. 

• Review fromJeremy R

  Date: 08/21/2024

  1 star

  Jeremy R

  Date: 08/21/2024

  This company is absolutely terrible. Filed a claim for an upstairs leak on July 2nd 2024. Today August 21 it has yet to be completed. I now have a huge water stain on my ceiling due to their failure to follow up on this claim. They also said they would not fix my ceiling even though they are at fault for not completing this is an acceptable time frame. So now IF they ever get the water leak fixed I will have to for out 1500 to 2000 dollars to get my ceiling fixed due to their negligence. And they had no remorse or offer to help fix it. Only offered 5 dollars off of this months service. Please do yourself a favor and find a better home warranty insurance because its completely unacceptable the way they have not only given me the run around but not have cost me more money by not fulfilling their obligations and promises.

  American Residential Warranty

  Date: 08/23/2024

  ******, we are currently reviewing your concerns and are working towards a resolution. We will be in touch with you as soon as possible. Thank you.

• Review fromCarole R

  Date: 08/21/2024

  1 star

  Carole R

  Date: 08/21/2024

  ************* Sent terrible repairmen to fix dishwasher. Without dishwasher for 2 1/2 mos. It was never repaired & when I cancelled the policy they refused to prorate & refund the 6 mos left on the policy. Said they put too much into my repair. The dishwasher was never repaired because the workmen they sent had no idea what was wrong. The customer service is horrible. I spent hours on the phone listening to music trying to solve the problem. Save yourself grief & do not use ARW. Wish there were O stars

  American Residential Warranty

  Date: 08/22/2024

  ******, our agents have outlined the refund process for you, and the recorded conversation indicates your understanding of it, which is also detailed in the plan's terms and conditions. There were unavoidable delays, such as the rescheduling of the dispatch when the technician was only 15 minutes away from your residence and the backordering of parts. The cancellation of the account consequently led to the closure of the claim without a final resolution, which you are aware of. We regret not meeting your expectations and hope this explanation clarifies any remaining concerns you may have.

• Review fromGil T

  Date: 08/12/2024

  1 star

  Gil T

  Date: 08/12/2024

  ARW wasted no time in taking my money for my broken washer claim yet never sent me a technician. My claim was opened on 7-3-24 and the tech never went to my home, instead the tech from High tower called me and said he wouldnt "waste his time" coming to my home and would order parts instead. How would he know what to order if he never looked at my washer? I called ARW many times to get me a tech to my home and all they would say is they would escalate the situation and call me in 24 hrs, no calls were received, ever. I even requested a new company for my technician and they never input the request until over two weeks that I called yet again. I even asked them what they did to "escalate" my claim, and one worker said "well nothing has been done yet, but I will now send a message" that was over a month after my claim was placed! It was over a month of constant calls and no resolution. One worker even said a manager would contact me to find a solution and they never did, the managers don't seem to care. I had called one last time to cancel my warranty and get my claim money back, they wanted to argue that it was non refundable, and that they would instead apply a promotion to help me stay within the company. I stated I wanted to cancel, they canceled my warranty and then said they would cover the cost of a tech if i found one myself, when I agreed, they then stated that since I cancelled, I don't get that option, then why even offer it?? Ridiculous how they claim to care about their customers yet don't find a solution for their problems. I cancelled and will now find a new company,

  American Residential Warranty

  Date: 08/13/2024

  Hello ***, 

  We appreciate you taking the time to share your experience. It's regrettable that your recent claim did not meet your expectations. We take all feedback seriously and value your candidness. We're eager to address your concerns and rectify the situation. For a detailed discussion about your experience, please contact us directly at ************************************************************.

   

  Sincerely, 

  ARW Home

• Review fromTonya B

  Date: 08/01/2024

  1 star

  Tonya B

  Date: 08/01/2024

  Please stay away From **American Residential Warranty!** 4 parts have been ordered for my dryer which has been down since 6-12-2024 The servicer (Living Water Applianc ************** was a no call no show day 1 and multiple times during this nightmare, he wouldn't respond to txt's, phone calls, his automobile broke down, the office has scheduling issues, I explained I didn't want to deal with ************** and living water appliance multiple I wasn't confident in his skills occasion American Residential Warranty! refused to replace with another servicer and forced him on me anyway. The last time he left the dryer was still not working. I called on three separate occasions 7-18-2024, 7-22-2024 and 7-25-2024 to cancel I have spoken to **************************, and a host of customer service reps to cancel the ********************** and refund the auto payment taken 7-29-2024.as of 8-1-2024 Victoria ******** or Supervisor) assured me refund of the auto payment would be returned I notified well in advance of the deduction. Finally, to add insult to injury ****** in the ********************* called and advised me she is the person that deals with the BBB complaints there will be no refund of the auto payment, I will be billed $761.08 early termination fee they now want to sell me a GE dryer. As of 7-29-2024 I purchased a new Whirlpool dryer. REQUEST:1) Refund Auto payment 2) Waive Termination Fee 3) Payout for my purchase Whirlpool dryer.

  American Residential Warranty

  Date: 08/02/2024

  Hi *****, 

  Thank you for your review. Upon reviewing your account, we noted several claims paid out in a short timeframe. We attempted to resolve your dryer claim; however, you declined assistance and opted to cancel your account. As previously communicated and in accordance with the terms and conditions, you are liable for the fees incurred by early termination. We trust this explanation addresses your concerns and regret we could not facilitate a more favorable resolution.

• Review fromSusan V

  Date: 08/01/2024

  5 stars

  Susan V

  Date: 08/01/2024

  Whitney is wonderful. So kind and patient. I really appreciate her help.

  American Residential Warranty

  Date: 08/02/2024

  Hi Suzy, 

  Your kind words really made our day! We're so pleased that ******* delivered the impeccable service we strive for!

   

• Review fromEdwina M

  Date: 07/31/2024

  1 star

  Edwina M

  Date: 07/31/2024

  My hot water tank needs a part. I pay $100 a month and 125$ for a deductible. The contractor came out 2 weeks later after lieing about coming 2 times prior. The claim was supposed to been expedited and yet no response until 2 weeks later. After the contractor arrived he scammed me out of $200 stating the tank was dirty and the claim would be neglected if I didnt pay an extra $200. I did because I had to take cold showers and boil water to clean myself. Now we are still waiting on a part 2weeks later. He even asked for another $28 to expedite the part which still consist of 3-5 day delivery. I wouldnt recommend this service to nobody and Im gonna *** for my money back and my inconvenience. . This service and there contractors are trashy because they hire cheap people. You get what you pay for most the time . They are scamming people SMH

  American Residential Warranty

  Date: 08/01/2024

  ******, 

  Thank you for your review. We are currently reviewing the information you have provided and have involved our escalations team to ensure a swift resolution. Once they have completed their investigation, they will contact you with the next steps. Should you need to reach them, you may do so via email at ***************************************.

• Review fromAndrea E

  Date: 07/29/2024

  3 stars

  Andrea E

  Date: 07/29/2024

  So far ARW is doing great.Its still too early to tell. Their email system needs work and charges gave me a scare.*****, customer service representative, was great! Give her a raise. Thats your only positive thing going good for you.

  American Residential Warranty

  Date: 07/30/2024

  Hi ******,

  Thanks so much for taking the time to share your valuable insights with our team. Your review means a lot to our business and helps us provide a more satisfactory experience.