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:06/14/2024

  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.

  05/31/24. Filed a claim for my A/C unit not working.06/03/24. ARW assigned United Plumbing LLC 06/04/24. Contractor was assigned by American Residential Warranty. They were suppose to arrive between 8 a.m. and 4:30 p.m. Contractor did not arrive until 5:30 p.m. They were on site 5 to 10 minutes and said they couldn't do anything. 06/06/24 I called ARW and asked the status. They stated the were waiting on the contractor to submit their report. 06/12/24 Called and asked again and they stated the same them. 06/14/24 Called them again and it was the same story. It's been 2 weeks since the contractor came out. The temperatures have been in the 100's between 6/3/24 and 6/14/24. There is no AC still. When I tried to cancel their service they transfered me to another person who asked the same questions, then said they would escalate it and put me on hold. Then another person came on the line and it started all over. I have had the service for 2 years and never used it. Now that I need it, nothing happens.

  Business Response

  Date: 06/25/2024

  I apologize for the delay. As of this the customer has accepted a buyout of $521.07 which represents the remaining balance of the customer's LOL. 

  Customer Answer

  Date: 06/25/2024

   
  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:06/13/2024

  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.

  I am writing regarding a complaint against my home warranty co.I have had autopay for years in the amount of $114.00 monthly. The name of the warranty company is American Residential Warranty. They advertise on tv full replacement of repairs no matter how old your appliance may be. On May 22nd, Mid American Service (telephone # ************) came out to my home and inspected my ** Refrigerator. I have checked with Mid American and was told no decision has been made. I even checked June 10th with ******* who stated they did not have a response yet. They are still reviewing my case.I tried reaching American Residential Warranty twice. The first time I called, I had a 20 to 25 minute wait due to heavy volume of calls. I called again and was told I had 2 to 3 minutes to wait, but it kept repeating itself.I feel the inconvenience of freezing water in my refrigerator and having to buy ice that melts and refreezes.I do not feel this company stands behind it&#**;s warranty.

  Business Response

  Date: 06/25/2024

  As of 6/11 you have agreed to pay an out-of-pocket amount to cover the non-covered parts of your repair. At this point your repair should be on track. 

• Initial Complaint

  Date:06/12/2024

  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 have had this with ARW for 10 months, our well went out I called them for 4 days they took a $100.00 out of my account for **********************. They finely had a plumber call they do not do pumps, I called them again they went around and around with the same thing telling me to call someone else and they would pay me I said no I want to cancel, and I want my $100.00 put back in my account, this was on the 4th day of being without water. We will now have to get a pump *** to take care of this.

  Business Response

  Date: 06/18/2024

  We apologize for the inconvenience and delay you experienced. A request has already been submitted for you to receive a refund of your trade service fee which is required to setup any claims per your terms and conditions. 

• Initial Complaint

  Date:06/07/2024

  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 had this warranty company since 10/2023.I filed a claim on May 22, 2024. Plumber showed on May 24 to fix toilet. Said he could not fix it. He had to wait for Authorization. The claim was finalized on May 31, 2024. The toilet continues to run constantly. No repair or resolution. I tried to call. Call center said they were still working on claim June 3, 2024.I paid a ****** deductible. Phone places people on hold. They are scamming lots of people out of their money. Cost of toilet repair was supposedly ******. They advertise if they can't fix it they will replace it. Please help.

  Business Response

  Date: 06/10/2024

  I apologize for the delay in your service. Any repairs require authorization from our claims team to ensure the issue is covered under your plan. Our team is working to obtain all the information needed to review and finalize your claim as quickly as possible. 

  Business Response

  Date: 06/17/2024

  We apologize for the delay in finalizing your repair. Your warranty requires authorization prior to any repair to ensure that the repair is covered under your plan. Our team is working to get the details required to complete your repair as quickly as possible. 

• Initial Complaint

  Date:06/04/2024

  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 purchase an annual home warranty in 10/23/2024 from this company. It's been nothing but trouble. Anyway, my first claim was for my first garage door, door opener would not open. Put in a claim thru their online system, and no contact from them, call them after week, and they responded no record of claim, so reissue the claim, after a week a contractor contact us to set-up a appointment to come out, BTW this was November of last year, contractor came out checked the job and said that the company has to approve the quote another week by before approval and now we're in mid December. Finally, the contractor called and said he has to order the part. He says will called when the part would come in. Now, we are in the second week of January of 2024. Wife, called an complain, they sent another contractor and we have to wait for approval. Finally, the door opener was repaired by end of January. In February the second garage opener failed, We called and they replied that we was only cover for one, after so much back an forward with them, they said that we can upgrade and after month wait, we can put in a claim and the door will be fixed. So we did that, so called about a month and was told she was to early, and called later was told it was pre-existing claim and was denied. Now, in May we called to put in claim for our dishwasher, received a recording that there was no live operators, have to put in claim online, and we did that and have not been contacted and we can't reach anyone, even the number that post here for ARW Resolution. This company is definitely fraudulent company, beware!!!!

  Business Response

  Date: 06/09/2024

  I apologize for the delay in getting your original garage door claim resolved. The claim on your additional garage door was correctly denied as any pre-existing claims are not eligible for repair under your plan. This is clearly laid out in your terms and conditions. In regard to the dishwasher claim you allude to our team has contacted you directly to setup that claim and you indicated you did not want to setup the claim at this time. If you would like to move forward with that claim, please contact our team to start that process. 

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21800937
  
  I am rejecting this response because:
  I  don't  agree with their assessment 
  because as far as the first garage door is concern I was given the improper information as to when they would fix it the installer came and went , they refused to fix it, after a number of back and forth calls. it was fix.then the second garage door I put in a claim for, they refused to fix it after we paid additional money for an upgrade. we had to pay some one else to fix it. I put in a claim for a dishwasher,  we continue to call no one responded back, saying there was no live agent available, then we got a message stating the number was changed .we contact the BBB it was only then ,that we heard from them.  this company has been nothing except a problem from day one .now we are ask to pay an additional $100.00 to fix the dishwasher. meantime we paid over ***** for the premium, what did we get?? good question. They are unethical, not reliable and not to trusted. 
  
  *******************

  Business Response

  Date: 06/11/2024

  When you chose to add the second garage door to you plan the sales agent made it clear that there was a 30 day wait period for all claim son the new coverage and any pre-existing claims would not be covered. You called and attempted to setup a claim during the 30 day wait period, that issue began before you were eligible for coverage therefore it is considered pre-existing and denied per your terms and conditions. 

  In regard to your dishwasher claim, our team has been in contact with you multiple times to discuss that claim and up to this point you have decided not to setup that claim. If you choose to move forward with that claim please contact our claims team and they can assist you with that. 

• Initial Complaint

  Date:05/29/2024

  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.

  May 2, 2024 I did a claim for a not working microwave. The company they sent out took 2 weeks to come out and once they came out they took the microwave back with them saying they would fix it at the shop. They are saying the part they cannot get and is requesting ARW to do a buyout. My microwave is a in counter high end Jenn Air. I’ve called numerous times for them to say they cannot send me to a manager. I have been without a microwave since May 2, 2024. As a elderly person I rely on the microwave for quick heating up food. They are procrastinating and I don’t have a microwave at all! This is a rip off company, they take your money and don’t fix or compensate you like they are supposed too.

  Business Response

  Date: 06/03/2024

  I apologize for the service issues you experienced. As of 5/31/24 our team has contacted you to offer you a $300 buyout, which is the max amount your contract allows for a microwave claim. That check should be arriving in 10-14 business days. The servicer that removed your unit to repair it has been attempting to contact you to figure out how best to return it so please reach out to them to coordinate that. 

• Initial Complaint

  Date:05/06/2024

  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.

  after watching ads on tv and looking on the internet i contacted ARW home and signed up with them in February of this year. the initial pmt was $69.99 and billed monthly from there. i had occasion to need repair of my fridge icemaker on March 3rd and contacted them. an order was put in and they collected $125 for a service fee. none contacted me then on 3/10 my dishwasher quit so i put in another request and paid another $125 service fee. still no contact. then out of the blue a guy shows up at my door sent by ***. he looked at the fridge, put in a part and said it was fixed, which i later saw it was not. he left out a lever that controls the ice production. so i notified ARW and they put an order for his return. in the meantime, he showed up at my door again and worked on the dishwasher. while he was here he replaced the lever in the fridge and said they were both fixed. after he left the fridge did not make ine and the heat button on the dishwasher did not light up. so after many phone calls i got frustrated at nothing being fixed i did not pay my monthly pmt for ****** i asked to cancel my agreement and said they have breached their contract so i felt i deserved a refund. they did not get my claims fixed and wouldn't send anyone else until i paid the april amount. i have not yet done so.as for the repairman he did not fix anything, never returned my calls, never called before coming. his name is **** with Grand Mesa Appliance Repair. when i asked him for a card he didn't have one. the whole experiance left me feeling scammed.

  Business Response

  Date: 05/13/2024

  I apologize for the delay and issues with your claim. Due to the those delays our team has approved a buyout check for your dishwasher and refrigerator claims, both of those checks were mailed to your home on Friday 5/10. Please allow up to 14 business days for those to arrive. 

  Customer Answer

  Date: 05/15/2024

   
  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:04/10/2024

  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.

  I got a Home warranty and was to have someone look at refrigerator and nobody showed up just text messages and calls star the location of my home is too far

  Business Response

  Date: 04/16/2024

  We apologize for the inconvenience. Per your discussion with our team you have been given a refund for the last two monthly payments, totaling $224.98. Your contract has also been cancelled. 

• Initial Complaint

  Date:04/01/2024

  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 filed a claim 3/28/24 for my plumbing issue. Now I have water coming through the drains. I had to leave wk to deal with the issue. I called the claims department they hold time was 55min I sat on hold for over a hr. in 15min. I hung up each time the hold time got longer instead of shorter. Then I called customer ********************** a hold time of 15min turned into 45min. Then finally someone answered to tell me the claim that I paid my deductible for hasn't been assigned yet. He said they haven't had success finding anyone in my area. Wait I past about 3 plumber truck on my way home. Please make this make sense, there's no plumber in Lorain county. The company don't can't have anyone that can come out. This is a plumbing water issue. With these issues u never know what going to happen. This is an emergency issue. I tried attaching *************** it wouldn't allow me. There to big of a file.

  Business Response

  Date: 04/08/2024

  We apologize for the delay in locating a servicer for your claim. Due to the delay a buyout of your full plumbing LOL, $1,000, was offered on 4/4/24. This is the max ****** that your plan would have paid towards a repair. By accepting that buyout check our obligation for this claim has been satisfied. 

• Initial Complaint

  Date:03/27/2024

  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 December 8, 2023, for my heating system with an American residential warranty. It has been since then, and my unit is still not fixed. I've had three technicians in and out of my home telling me the same thing: that the unit needs to be replaced, and they were putting in a claim. The first technician did something to my dishwasher because the lines were leaking from the 20temperature outside.
  
  Me and my family have been here for over three months with no heat, which has cost me money because I have to adjust and buy blankets and things to keep my family warm, and now it is up outside. It seems like American Home Warranty doesn't want to fix my unit by telling me that they won't fix it unless I pay the 101 premium I'm supposed to pay back in February. I've been paying them the premium on time every month since gaining the warranty. I'm not putting another dollar into a company that promised the service and has yet to fulfill that service but has canceled my account and my claim because I won't pay 101 dollars.

  Business Response

  Date: 04/08/2024

  I apologize for the delays around your claim. To satisfy your request a refund has been processed for the monthly payments you made of $560.49. This was processed on 4/2/24.