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:09/26/2024

  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've been a customer with ARW for since 2017. First claim i filed was in in July 2024 for my washing machine.. ARW sent hired a third party repair company to come and take a look at the washer, The 1st Guy ordered parts the weren't needed and didn't fix the issue. two weeks later They sent a 2nd guy out , who said that the 1st guy ordered the wrong part, A week later they sent a 3rd guy out, which said that both the technicians that came prior to him ordered the wrong parts, and the cost of the part that's needed would take us over our warranty coverage amount. ARW should know or should've have known that the company they hired to inspect our washer didn't need to order parts that weren't needed. ARW didn't do anything to rectify the issue .. Our washer is inoperable, ARW is a scam

  Business Response

  Date: 10/01/2024

  I apologize for the delay in your claim. At this point you have used up all the available limit of liability for your washer per your terms and conditions. Between the initial repair and the buyout your contract has been fulfilled. 

  Customer Answer

  Date: 10/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:ARW Home warranty  Knew or should've known that the first technician that was sent out to asses the issue wasn't seasoned enough to diagnose the issue correctly after ordering the wrong part for the machine. But instead ARW home allowed anthor un seasoned technician to come and order another wrong part that couldn't fix the issue. The wrong parts that were ordered shouldn't have been accessed to my account. Customers should not be responsible for paying for items that 3rd party technicians wrongfully ordered. ARW HOME, customers service and  administrative  department poorly handled this situation by putting their customers last. People need to know how poorly  ARW home warranty really is. and should not be tricked into purchasing service from them.

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

   

   

  Business Response

  Date: 10/08/2024

  As stated in our previous response your plan's limit of liability has been met, you have accepted a buyout for the remaining amount of your limit of liability, so the claim obligation has been fulfilled. 

• Initial Complaint

  Date:08/26/2024

  Type:Order 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.

  Complaint taken over phone by BBB representative BA
  
  Consumer signed up for service on 4/8/2024. They advertise that they will fix or replace. He made a claim in June 2024 for repair of central air in his condo in Port Clinton that he rents out. The company had no representative in Ottawa County and the person they found did not show up for the appointment. He told ARW that is was too far to drive. Consumer then found a company that took a look at the unit and sent an estimate stating the unit cannot be repaired. ARW has yet to send the contractor authorization for replacement of a new unit. They are giving the consumer excuses but not giving a reason why. His renter stopped paying rent because there is no air conditioning. Consumer has paid around $700 so far for the warranty including what he paid the contractor for the estimate.

  Business Response

  Date: 09/03/2024

  The terms and conditions of your contract explain that if you are authorized to locate your own servicer your reimbursement amount will be based on what we would pay for that same part. The diagnostic report you provided showed that the coil is what failed, which does not necessitate a full system replacement. We calculated your reimbursement amount based on a failed coil as we are only going to reimburse for the part that failed. 

• Initial Complaint

  Date:08/19/2024

  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 purchased a home warranty from ARW 6/17/2024. There was a thirty day wait period. During this time my washer was acting up. I made a claim on 7/19/2024, and a service repair company gave me an appointment 8/2/2024. So 2 weeks for the appointment. at that time he told me what he thought the problem was, and ordered other parts "in case". He stated 5-7 business days for them to arrive and that he lived nearby and would be able to get them in soon. Since I have called the service company and received no call backs. I called ARW to get an update and after numerous calls, they still cannot tell me when the parts will be in. I am told to wait 24-48 hours each time I call. it has been acknowledged that it has been an excessive amount of time and that they have "escalated" the claim. I find it ridiculous they cannot determine when the parts will be delivered. Additionally, once they are delivered I will need to wait for the service team to have time in their schedule to make the repair. This puts me at over a month since the claim has been filed, heading into week 5, and I have piles of laundry, have paid $125 for work that has not been completed, and paid for laundromats over $120, as well as the monthly fee for the warranty. I have explained to this is not s reasonable amount of time for a repair and if they cannot fix it they should pay for a new washer, as stated in the policy. I have also been told there is no supervisor I can speak with. I feel this is not a reputable company, and I would like my monies returned or the cost of a repalcement machine.

  Business Response

  Date: 09/03/2024

  We apologize for the delay in your service, but in your complaint you explicitly document that your issue started during your contract's 30 day wait. If this information had been disclosed when you filed, the claim with our agents the claim would have been denied at that point. Once we learned this information it was clear this issue was pre-exisiting and your claim was denied per your contract.  

  Customer Answer

  Date: 09/03/2024

   
  
  Complaint: 22164192
  
  
  
  I am rejecting this response because the company continually stated over a 3 week period the parts were ordered. They kept saying to give it 24-48 hours, every time I called. When I asked to speak to a supervisor I was told none were available. The only time I got results was when I conracted the BBB. They delayed and delayed, promised action and never followed through. My washing machine had issues after the wait period, and I had to wait 2 weeks and was asked by the woman from the repair company they contacted, to tell her the problem to order parts over the phone! Then I waited 1 month for them to arrive after being quoted 5-7 days. The repair company never called back. I only spoke to the warranty company, who were the ones actually ordering parts. This is odd to begin with. I kept asking why someone couldn't just call the parts company to get an eta? i was constantly told they needed to "follow procedure". It was constant delays with NO answers.. SCAM!!!
  
  
  
  Sincerely,
  
  
  
  Andrea Olsen

  Business Response

  Date: 09/03/2024

  Your claim was in progress before you put in writing that the issue happened during your 30 day wait period. All pre-existing claims are denied and once we had that additional information, from you, on when the issue with your unit began it was determined to be pre-existing.  

• Initial Complaint

  Date:08/19/2024

  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.

  Recently I called American Residential Warranty because I filed a claim for my washer/dryer. They assigned a company named *********************** The repair person came as scheduled. He pushed buttons on the washer and dryer. He didn't see an error code on the washer. He started both the washer/dryer and left. Telling me that when the process was complete it would be fixed. The washer began to beep after he left. The codes were there. I video taped it and sent it to his phone, and called him. He said that he wasn't returning. I attempted to contact the warranty company; however, they are closed on weekends. I called the warranty company today to complain. I told them that I don't want the previous contractor to return. The warranty company told me that because of this I would have to wait longer for another contactor. I'm not understanding why I have to be penalized when the contactor didn't repair my washer. I think another contactor should be available to me today, and no later. It's not right.

  Business Response

  Date: 08/21/2024

  I apologize for the service issues you encountered. If you still require service your washer, please call our claims team and submit a new claim so we can dispatch another service provider. 

• Initial Complaint

  Date:08/16/2024

  Type:Order 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.

  Began contract for home warranty 10/06/2023, made one claim July 2024 for range repair. Repairman came out to take picture and said he would be back? I paid the 100.00 deductible for the service never PERFORMED. TOTAL REFUND TO MY CREDIT CARD 1069.66 (PER MONTH 94.97) AND 24.99 STARTUP FEE, and 100.00 defeuctable for repair of stove. CANCEL CONTRACT Immediately--'WAIVING ANY CANCEL FEES NO FURTHER CONTACT - RECEIPT OF ALL CONDITIONS SPECIFIED ON WRITING FOR NO SERVICE AFTER 3 TO 4 WEEKS OF COMPLAINTS. I have shared all of the above information with the my charged credit being billed by ARW.

  Business Response

  Date: 08/21/2024

  I apologize for the service issues you experienced. Our claims team has been attempting to contact you so they can present you with a buyout offer to resolve this issue. Please contact our claims team so they can work with you to get this resolved. 

  Business Response

  Date: 09/11/2024

  As stated previously, you need to contact the claims department to resolve your complaint. They have attempted to reach you with no success. Without speaking with them there is no way to reslove this. 

  Customer Answer

  Date: 09/13/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22154296, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Wardell Martin

• Initial Complaint

  Date:08/07/2024

  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.

  I filed a complaint about my AC not working, they kept scheduling me complained that didnt accept this insurance. Then they told me there are no technicians in your area I live in ********* how is that possible? I eventually had to replace the entire unit with a company I hired & they still charged me the $125 for NO ONE to ever come. I tried contacting them about giving me some sort of reimbursement for me paying for home ************* not even having an ********** to come out and look my system. It was 118 outside & needed an immediate repair.

  Business Response

  Date: 08/13/2024

  I apologize that we were not able to locate a service provider for your claim this happens during certain times of the year when service providers are very busy. It is clear in your terms and conditions that there are situations where the customer needs to locate their own ***********************. The $125 trade service fee you pay when setting up a claim is not just due if a servicer is located and sent to your home, that fee covers all costs of administering your claim and also offsets the cost of the claim so your contract payment. If you would like to submit your invoice to our claims team for reimbursement you are welcome to do that, I confirmed that information was sent to you on 7/18/2024 and as of yesterday you have not submitted any documentation for reimbursement. 

• Initial Complaint

  Date:08/05/2024

  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.

  ** claim was filed on or about July 11th. The reason I don't know the exact date, as my claim still isn't showing up in my Portal, and it is August 5th. the service provider has submitted estimate 3 times, and has called at least 3 times to give them a detailed list of the items that need to be corrected for the ** unit to be prepared. It is HOT in ******* and we need our house to be cooled. My electric bill has gone up 60% due to ** Unit not working properly. I am getting no answers.I have NO documents to upload at this time. None have been provided.

  Business Response

  Date: 08/14/2024

  I apologize for the delay in service you have experienced. Our team is reaching out to the service provider to get an update on the estimate that was submitted so we can move the claim forward. 

  Customer Answer

  Date: 08/14/2024

   
  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,
  
  *********************

• Initial Complaint

  Date:07/10/2024

  Type:Billing 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 been a customer of ARW for more than 5 yrs and during this time the service has been inconsistent. In the past 2 years the wait time for customer ********************** has been an hour or more and then youre transferred numerous times. My refrigerator stop working last year and they kept sending the same company even after we told them what the problem was when the company they sent out confirmed that it was the compressor and they could not fix it we were responsible for finding another company and calling the manufacturer to have it repaired. We paid the service fee of ***** dollars and the problem was not resolved. Currently our heating system is not working so we called to have it serviced ARW referred a company not in our area so they refused the job. We called ARW back to inform them the company was too far. We were placed on hold for another hour and a half. Once we spoke to a representative she was going to send the information to someone else because there were no providers in our area. They dont have enough providers in our area ever. We were than told we could find our own provider and they would reimburse us. The reason we use their services is because its feasible but unfortunately its no longer beneficial. We asked to speak to a supervisor and was told none was available. I asked to have my monthly payment refunded because their services is no longer working and they have not been able to help us with the last 2 services calls. My refrigerator was out for 3 months while we waited on ARW and now my heating system which I have to pay out of pocket because they lack service providers in my area. I would like to have at least 6 months of my monthly fee refunded because when I cancel they will gain and I will lose. This is unfair as long term consumer. We pay monthly.

  Business Response

  Date: 07/24/2024

  On your refrigerator claim you have a set limit of liability that is the maximum amount we will cover for an item. That is laid out in your Ts&Cs that you received when you purchased your plan. The limit of liability has been met for this year so no further repairs will be covered for your refrigerator. For your AC claim you cancelled that service the same day it was setup, if you still need service on that system please call our team and setup that claim so we can attempt to service it. If you are still requesting a refund please reach out to our sales team. 

• Initial Complaint

  Date:06/24/2024

  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.

  pay every month a fee for a home warranty ro American Residential Warranty. At the beginning of April I reported to this company my dryer was broken. I paid over $125 to this company for a repair company to look at my dryer.and fix it. The company came out the last week of April. The local company was unable to fix it. He needed a new panel. Another repair person said it was the wrong panel. American residential warranty would not pay for the local company to repair it because they said the 13 year washer was under warranty by ******** Of course there isn't a 13 year old warranty. Now American residential warranty puts me on hold and won't honor the warranty. I am elderly and feel abused. I honestly think they want to wait me out to die. This company is disgraceful. All I want is my dryer fixed as promised. Please help me.

  Business Response

  Date: 07/01/2024

  I apologize for the delay in your service. As of 6/27/24 you have accepted a buyout offer for $410 which represents all the limit of liability you had available for your dryer, this buyout fulfills the obligation of your terms and conditions for this product. 

• Initial Complaint

  Date:06/24/2024

  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 called 3 weeks ago to report my dryer was failing. A week later they sent out a repair man, taking of course their $100 service fee. Repair man says he can't fix it and recommend replacement. Now with out a dryer for 3 weeks and having to go back and forth to laundromat spending money to use a dryer. Now I get a call saying they will not replace my dryer, their repairman could not fix it. They state that its a structural failure and they will not cover it. They dryer broke, they should fix it or replace it like they stated would happen if some thing broke in my house. Now I can't reach anyone to cancel this scam.

  Business Response

  Date: 07/01/2024

  The plan you purchased has certain failures that are not covered, and that includes damage or negligence of the unit. Your failure was caused by damage to the unit which would not be covered by your plan. Your account has been cancelled as of 6/24/24. 

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21893427
  
  I am rejecting this response because: it's a dryer it failed I put in a claim it took almost 3 weeks to get the answer from the company. The company is a scam.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/03/2024

  As stated in the original response, the failure your unit experienced is not covered by your warranty plan. Not all failures are covered, it must be a covered failure for your plan to repair the unit.