Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted them on June 17, 25 because my A/C wasn't working. I then called again on June 18,25 because no had return a call to me or follow up. I advise them on June 19, 2025 and advise them that I was on oxygen and the service person I spoke with on the phone he would make this a number one priority. I have now been advised that they can't find anyone to come out and service her Trane Unit. As of now I got a text from them telling me they wasn't unable to find a contractor to come out and for me to find my own A/C repairmen and they would up to $300.00 base on if it is cover repairs.

  Business Response

  Date: 07/07/2025

  NSA received this service request on Tuesday 6/17.  Over the next 3 days we made several attempts to locate service for this customer without success.  The customer was offered the option to find their own servicer and get reimbursed but declined that offer.  The customer then cancelled the service request on the following Monday, 6/23.

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home warranty through a company called Integrity. I submitted a claim to have my water heater looked at. They assign claims to this company, National Service Alliance. After waiting half a week (when they are supposed to have a 24/hr response) they contacted me to tell me they couldn't find a technician and that I would be required to find one and do all of the footwork and paperwork submission to get it resolved. This was not a satisfactory response considering this was my first claim and I'm required to do everything. Why pay for a warranty if I have to do everything the warranty is supposed to help with? I contacted Integrity to cancel my warranty coverage. After a long talk with the rep, he assured me he would be getting in touch with the claims team to sort the issue of not being able to find a tech.
  
  I was again emailed by this ******* ******** to tell me they couldn't find a tech and I would be required to do all the work. I responded to each communication this company sent, including the last email. Lo and behold, after my last response informing them that the burden of finding a technician was their responsibility and I was assured by Integrity that it would be done, they just up and cancelled my service request stating that they've been "trying to contact me to resolve the service claim but have not heard back" which is a absolute boldface lie.
  
  This company is nothing but a sham, the people working there are incompetent, and they are 100% unhelpful with anything. I do not recommend doing any type of business involving your home with them, they will leave you out to dry.

  Business Response

  Date: 06/02/2025

  NSA is a third-party service
  provider that was contracted by the home warranty company to facilitate service
  when providers are available. When service providers are not available in our
  network the terms and conditions between the warranty company and the customer
  dictate the alternate solutions that are available. Our records indicate the
  warranty company has reached out to ******* ****** on May 22 to discuss a
  resolution. We are following up with the warranty company to make sure the
  customer’s grievance is resolved, but NSA does not have control over the
  relationship between the warranty company and the customer.

  Customer Answer

  Date: 06/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This answer from NSA has nothing to do with the filed complaint I have about them. NSA is the sole problem here, not the warranty company. NSA are the ones that would not cooperate and blatantly lied about my communication with them, not the warranty company. They're the ones that cancelled my service claim, not the warranty company. The relationship I have with my warranty company has nothing to do with NSA being absolutely incompetent and lying to customers. Due to NSA's lack of professionalism and my no longer wanting to deal with a company that straight up lies, I ended up cancelling my warranty coverage. The warranty coverage provider, Integrity, was actually very understanding of the situation and comped me a month of fees and waived the cancellation cost which they didn't have to do because the situation wasn't their fault, it was NSA's. I suggested to them to find a different a third-party contracting company because NSA is garbage, and NSA's response here further proves they don't care.

  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MysSon call for a leak in garage on my rental property., Amen plumber was sent out claimed the part was not covered and he was going to get it and to give him $310.00 then he would return and fixt it. He never returned and got $310.00 plus the $125.00 for the visit. He will not answer the phone or if my chance he does answer he hangs up. I have two accounts with *** *** ***** ******* ***** **** *** ***** ********* ****** ******* ***** . Policy #***************. The solution i am seeking is the return on all monies paid for the services that has not been rendered since day one. Tried settling it via phone but get passed on to several different people. Ask for manager on several occasions but one is never available. The two times ARW is called the problem is never covered. So in my opinion Im paying $85.00 a month for both properties for insurance but don't have any.

  Business Response

  Date: 05/19/2025

  I apologize for the delay in service but at this time the repair to your unit has been completed. 

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** is my home warranty and my ac is out. They sent a guy to look at it for an estimate, but its been over a month and just now they want another estimate! I live in *****, its hot and I need AC. This is why I pay for home warranty is for them to fix my things! They said when I bought the warranty that they had a 24 hour guarantee and they did not live up to that. It was a week before anyone showed up and its been over a month since then. Its hot!

  Business Response

  Date: 04/14/2025

  I apologize for the delay in service you have experienced. We have dispatched your claim to a new service provider that will be contacting you to initiate service. 

  Customer Answer

  Date: 04/22/2025

  I am responding to the business that I am unsatisfied with their response. The problem that killed my air conditioner was the incorrect size condenser on the fan motor. Not rodent damage. I am not asking them to fix the rodent damage, I am handling that. It is their responsibility though to cover the fan motor that needed to be replaced. That is what I bought a warranty for. They owe me $1000. 
  

  Sent from my iPhone

  
  

  Business Response

  Date: 04/25/2025

  Your contract clearly lays out that damage due to rodents is not covered. The servicer reported multiple issues tied to the rodent infestation including chewed wires. Failure due to size incompatibility is not covered either. Your claim was correctly denied based on your terms and conditions.  

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. However, I do not wish to pursue this claim anymore due to the businesses denial of everything Ive said. I cant argue with someone that calls me a liar, which they have in voicemails. I have had nothing but problems with them from the start. They will simply lose my business and I hope your report reflects that.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We submitted an emergency repair request for our furnace through our home warranty program with American Residential Warranty. They are in violation of their policy with us, as they have charged us for our service call but have yet to schedule an appointment or follow up with us within the expected window.For context, the agreed resolution window is 24 hours for emergencies, ***** hours for general maintenance. The temperatures have dropped well below freezing at night and our house is inhospitable in this condition, and at risk of further damage due to a lack of heat during the Winter. We submitted our initial claim on 3/17, and are well past the emergency window at this point. We have called the claims line multiple times to try and force through an escalation and we've had no resolution at this time.

  Business Response

  Date: 03/21/2025

  Your claim was setup on 3/17 and assigned to a servicer on 3/18. Your contract terms state that we will initiate meaningful repair within 24 hours for emergency situations and that was achieved when your claim was assigned with that time period. You have an appointment scheduled for 3/21, at that point the servicer will determine what needs to be done to repair your system. 

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday 1/14/24 we were having issues with our furnace, so we called to make a claim. The 1st someone came to diagnose the issue was the afternoon of 1/16/24. At that time they determined we had a faulty heat exchanger, the technician shut off the gas and power to the furnace due the amount of carbon monoxide that was detected. On 1/17/24 we received a text that our claim was with the claims authorization team and we would receive a call. We did not receive a call on Friday. We called customer **********************, with no help on Saturday. In fact we were hung up on a couple of times. On Monday 1/20/24 my husband made several calls, sat on hold for over 30 mins at one time and were finally told today the furnace would be replaced but we needed to pay additional $$$$ as the estimate was over the allowed maximum. Then we were called back and a message was left that said it wasn't a replacement but a repair. When we contacted the **** company towards the end of the day today to see if we could get scheduled and they are claiming that the replacement was not approved, only a repair has been approved. To say that we are frustrated and exhausted with dealing with this company would be an understatement.We have now been without heat since Thursday 1/16/24, in **, with negative temperatures. We had been a loyal customer since 2022. But it is safe to say we will not be renewing our warranty come July and will be logging a complaint with the BBB. There has been no urgency nor concern from their call center or claims department to the urgency of this situation.

  Business Response

  Date: 01/23/2025

  I apologize for the confusion around your furnace claim. Your claim was handled very quickly by our servicer and claims team there was just some miscommunication around how the claim would be resolved. At this point our team has talked to you multiple times and the parts needed to finalize your repair have been ordered and are being expedited. The servicer that communicated to you incorrectly has been coached so this issue can be avoided in the future. 

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22838150
  
  I am rejecting this response because: 

  I appreciate the response, although it seems it handed off to yet another company.  We have no issues with the service provider, that is here as I type finally fixing our furnace.  They have been fantastic. 

  My complaint is with ARW and Motili, I beleive.  I am not sure who I am even responding to at this point.  The complete lack of urgency and empathy to expedite this claim has been horrible.  You left us without heat for 2 weeks during which we had 4 to 5 days at sub zero temperatures.  Once it was finally decided how this would be handled, which took probably 2 days longer than it should have, the parts were finally ordered.  I have my doubts the part was ordered expedited as you stated.  Expedited it would have been received by the servicer within 2 days, it still took almost a week for them to receive the part.  

  I do not need anything more other than to say a phone call from someone in management that can affect processes within your organization so this does not happen to someone else and a sincere apology to acknowledge you messed up would have gone a long way.  To acknowledge you feel for our frustration, and our fear of future house damages this will cause would have been nice.  And yes we already have been notified you will not be responsible for any other damage caused by us not having heat.  I can say we will probably not file future claims even if we are able to due to your complete lack of professionalism and service.   

  Good customer ********************** starts with response time, GREAT customer ********************** includes not only quick action but also empathy for your customer's situation.

  Please do better.

  Sincerely,
  
  ****/******* ********

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had ARW as my home warranty against indoor appliances for a year now until I observed a leak under the kitchen sink and after talking to them they took a deductible of 125 dollars from me and promised to sent a plumber and than called me to back to say they are not able to send anyone I'm requesting reimbursement for monthly payment menthol and out of pocket payment made so far I need help

  Business Response

  Date: 01/08/2025

  I apologize for any service issues or delays you have experienced. Our team has been attempting to contact you to process a refund of what you have paid towards your contract. 

  Customer Answer

  Date: 01/08/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******* I do not accept the response from ARW they have not reimburse me with my monthly payment and my out of pocket for.. I need help or a referral your response is very much needed  thanks

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My washing machine broke down and the repair was not executed properly.

  Business Response

  Date: 12/16/2024

  I apologize for the service issues you have encountered. As of 12/10 our team has setup a warranty of work claim to get your servicer provider scheduled to come back to your home and look at your unit again. 

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim on 10/30/24 to fix a leak I had under my kitchen sink. First, it took forever to get a technician assigned. I paid the $125 and the first technician was a no-show and couldn’t be contacted. After contacting ARW several times, I finally got a new contractor to show. He repaired the sink, but then needed payment. Initially ARW said that the contracted company needed to contact ARW and I be paid, but the contractor said that they don’t work with any insurance/warranty companies. I was then told to pay the contractor, and submit an invoice to be reimbursed. I did so, and when I called today (11/18) I was told the claim was denied because it was a replacement part, and my coverage (the highest tier they have mind you) didn’t cover replacement parts. If something needs fixed, it will always require a replacement part. That makes this “warranty” coverage an absolute scam, and this company needs to be avoided as much as possible. In the end, for a $165 repair, I’m out the $165, plus the $125 “service fee”, and the $949 for the policy.

  Business Response

  Date: 12/12/2024

  I apologize for missing this complaint. This customer’s claim was denied per our terms and conditions. The servicer the customer had onsite indicated that there were missing parts that caused the failure, and failure due to missing parts is not covered under the customer’s plan. Please communicate to the customer that their claim is denied.

   

  Thank you,

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid 75$ for a service calll..to repair my refrigerator. They sent out a guy to look at refrigerator..I was told to unplug refrigerator let it stay unplugged for 12 to 24 hours then plug it back up. Did that an replug the refrigerator and still doing same thing..I tried calling him back but he doesn't answer..so I called ARW an they can't find anyone else to come out..an won't do anything but give me a run around

  Business Response

  Date: 10/08/2024

  I apologize for any service delays you have experienced. The technician assigned to your claim reported that you had not responded to their attempts to reach you and schedule an appointment which is why your claim was cancelled. If you still need service, please reach out to our claims team and setup a new claim.