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:03/04/2024

  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.

  On January 16th, I called ARW who I contracted to warranty my appliances at my home, because my Refrigerator was not getting cold. They took my ****** service call fee and they emailed me with the service company that would be calling me. I waited all that day to hear from the service company. I never got a call , so I called the next day and spoke with someone and they didn't come out until the following week. The technician said he had to order a part and would send it in to ARW. I didn't hear back from ARW about the repair. I called the service company and they said they were waiting for it to be approved, so I called ARW several times and the told me that they did receive anything from the service company and they would escalate the claim. I finally got an email from ARW that the repair was approved on the on 1/29. The tech came out on Feb 2nd and put the part in. The refrigerator still didn't cool , so I called the service company again and they sent out the tech on Feb 7 and he said he had to order another part and told me he would have it the next week. He came back on Feb 15 to put the new part in. We called the next day and told the tech that it still wasn't cooling, The service Company sent out the texmch again on Feb 22nd to take the pictures of the fridge to send into ARW. I talked to the service company on the 22nd and they said they sent the info to ARW. I called ARW and they said they haven't received anything from the service company. I went back and forth with them for several days and then I received a text message from *** saying the claim has been sent to the claim team for finalization and that was on February 28th. I called on the 29th and they seemed not to know anything. I have called several times since the 29 and all I get is the run around. They keep saying they are still looking into the claim. I still do not have a working Refrigerator and have had to waste alot of food. This process is now over a month and a half.

  Business Response

  Date: 03/11/2024

  I apologize for the delay in getting your refrigerator repaired. I see that on 3/8/2024 you accepted a buyout offer of $1069.99 which is the comparable value for your defective unit. At this point it appears that your claim is resolved. Please reach out to the *** Claims Team if you have any further needs. 

• Initial Complaint

  Date:02/22/2024

  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.

  Misrepresentation of ARW Home Warranty Service
  
  
  I requested a service call (plumbing) because our pipes cracked during the first freeze of winter in central Texas. ARW told me that it would take 24-48 hours to have someone come out. I noticed that the three days had passed and I asked if they could send another company because the one they suggested had the worst reviews on Yelp. Claims told me that they would locate another company. I paid 100.00 for a service call in January. On Febraury 8, 2024 and email shows that ARW canceled a service call that I was not aware of. Prior to February 8, ARW offered me an alternative, I could locate my own plumber and ARW would pay certain fees based on their scale to the plumber and ARW would also need to approve the repairs. I enrolled with ARW to avoid having to do the leg work. I canceled the service ( warranty) by text. Apparently , it didn't get to right department because I was billed 59.00 monthly fee for February 22,2024. I waited on the phone for nearly three hours, endured speaking with a rude and argumentative customer service representative and still have not received acknowledgment of misrepresentation from ARW. I want a refund of my February monthly fee and the 100.00 service fee with no excuses and no compromise. Customer service told me that I would not get the 59.00 back because the fee is monthly.
  I spoke with billing, claims and customer service. I waited on the phone for a total of three hours with no good outcome. Companies like this will lie, take your money, keep your money while explaining how they are doing you
  ( customer) a favor.

  Business Response

  Date: 02/29/2024

  I apologize we were not able to locate a servicer to handle your claim. That does happen and in those situations we offer to work with you on reimbursement. Since you have decided not to move forward with the claim your trade service fee has been refunded. Regarding your monthly fee, ARW has indicated that they are not able to refund that amount as that was your monthly contract fee. You do have coverage through the end of the month you paid for and are eligible to file claims until your contract expires at the end of that period. 

• Initial Complaint

  Date:02/12/2024

  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.

  On February 3, ****, we contacted ******** Residential Warranty to file a claim for a hit water heater. The company took our information and contacted a service provider, Black Plumbing. Black Plumbing came to our residence and determined that the hot water heater needed to be replaced. The technician took photos of the serial number and model number. The technician submitted the information to ARW. We waited another 3 to 4 days and then contacted Black Plumbing who informed us they had been waiting to get approval from ARW so we call ARW and their response was that they had not received all the information from the Black Plumbing when indeed they have. It has now been 9 days since I filed the claim and ARW has still not approved our claim. I talked with someone named ***** in the authorization department of ARW and she doesnt really know why its taking so long. Looks like theres common complaints to BBB about this company. They are an absolute joke and should be just close their doors and stop taking peoples hard earned money and not rendering a service.

  Business Response

  Date: 02/16/2024

  I apologize for the delay in service. As of 2/15 the customer has accepted a buyout of $1,275, which represents the remaining amount of your limit of liability. 

• Initial Complaint

  Date:02/08/2024

  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.

  Dec 26, 2023, ARW came to my home to check out my microwave and stove. I paid $150.00 for the services call , $75 each. The stove was finally fixed. the tech said he could not repair the microwave, he said he will report it to ARW, ARW sent many of texts, saying a technician will repair the microwave. After many of weeks has passed and no one came out , I called today to only discovered that my microwave is not eligible to be repaired nor replaced the old microwave with a new microwave. I explained to the representative that I have been without a microwave for 6 weeks now, the microwave is catching fire (Burnt smell) and Im afraid to use it because Im not sure what harm it may cause me and my family. ARW said because the microwave is burnt inside, they can not replace it. I don't understand and I want clarity and a new microwave. Can someone please help?

  Business Response

  Date: 02/12/2024

  We apologize in the delay of getting the diagnosis from the servicer, but per the Terms and Conditions of your contact failures due to fire damage are not covered by your plan. This failure would not be covered which is why your claim was denied once we had the diagnostic report from the servicer. 

• Initial Complaint

  Date:02/08/2024

  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 two claims where they could not locate a provider. They collected a service fee twice and said tgat I was on my own to locate a provider. This was a violation of their own TOS. Phone call made were hung up on....and no one had any answers to a solution. Not only was I out the yearly service amount. I was out a service fee for them providing nothing. I escalatated this to attorney general in Missouri and was told there were so many complaints that I should at minimum cancel my cc that allow them to charge me again. They stole money from me. They are thieves. They word these as if I cancelled, but they cancelled because they could not locate a provider.

  Business Response

  Date: 02/12/2024

  I apologize that we were not able to locate a servicer to complete your repair, there are times when there is not a service provider available in the area. In these situations we offer a reimbursement option for you to locate your own service provider and then get reimbursed for covered repairs. I team reached out to you via email and text message multiple times to discuss your options to complete service and you did not respond to those requests. The last communication attempt explained that if you did not respond your claim would be closed, which it was, since you did not respond. The service fee you pay when setting up a claim covers other costs than just locating a service provider. If you still would like service on your unit please contact our claims department and we can reopen your claim. 

• Initial Complaint

  Date:01/24/2024

  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.

  Hello, I purchased a Home warranty in 2/2023 for $779.88, Plan #ARW167536465597. I paid an additional $75 fee to use my warranty on my Dual Oven as the top portion has a microwave setting that stopped working. *** hired a third-party vendor to come out and inspect my unit. They were 4 hours late, pretty unprofessional and a little suspicious. They spent 1.5 hours removing my unit and putting it back together. They said it needed a new part, that they would order it and be back to replace it. They came back 2 weeks later, spent 2 hours replacing the part only to find out it still did not work. ARW called to tell me that the warranty offers up to $500 for a microwave. Unfortunately, my Dual oven is one piece so i will have to replace the entire unit but i only get funds for one section of the unit. They said they paid ~$460 to this third-party vendor and that I would only be getting ~$40 for my unit but they would add a concession (whatever that is) giving me a total of $100. I find this unacceptable. They hired a vendor that did not do their job and then paid said vendor the funds I should be receiving to replace my unit. My $75 Service Fee should have taken care of the vendor to come diagnose the issue. I would be ok with paying another $75 for them to come replace the part but in no way should all of my funds be sent to another business for a service I paid for. I feel like i was mislead in the product that I purchased, and no one explained this process. I am requesting a full refund on my $779.88 policy or the $500 less $75 for my above-mentioned unit. I have another issue with my dishwasher I would file a claim on but after this poor service it would not help me to pay another $75 for someone to come out and be paid all the money I should be getting to replace my unit.

  Business Response

  Date: 01/31/2024

  I apologize for the delay in service and your frustration with the limits of your plan. A $75 trade service is required by this plan when setting up each service event, this is explained in the terms and conditions that were provided to you after purchasing the plan. To account for the ********************** issues the *** team has reached out and offered a $500 concession, in addition to what was already paid into this service event. The $500 represents the *** limit of liability allowed by your plan for a microwave. 

  Customer Answer

  Date: 01/31/2024

   
  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,
  
  ***************************

  Customer Answer

  Date: 03/05/2024

  This is regarding a closed BBB complaint ID # ********. The company agreed to resolve the issue by sending me $500 concessions for my Microwave. I have called them 3 times to collect this money and each time I get a different person that "has to look into it". They promise to call me back and never do. Here is the communication from the other complaint: From the Business on Wednesday, January 31, 2024 I apologize for the delay in service and your frustration with the limits of your plan. A $75 trade service is required by this plan when setting up each service event, this is explained in the terms and conditions that were provided to you after purchasing the plan. To account for the ********************** issues the *** team has reached out and offered a $500 concession, in addition to what was already paid into this service event. The $500 represents the *** limit of liability allowed by your plan for a microwave. From the Consumer on Wednesday, January 31, 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, ***************************

  Business Response

  Date: 03/07/2024

  I apologize for the confusion, but the ************************* made a mistake. Your initial buyout check for $250 was sent on 2/22, the additional $250 buyout check will be mailed tomorrow on 3/8, totally $500. 

• Initial Complaint

  Date:01/02/2024

  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.

  refrigerator not getting cold. waited 2 weeks for tech to visit my home to evaluate issue. Tech informed me it would be 3-5 days for parts. after waiting patiently approx. 10 days later I call back and was told they were still waiting for the part and could not give me a time frame when to expect delivery of the part. representative suggested to me that I should consider a buyout being that my Refrigerator was at least 10 years old. So I agreed after no resolve. I was told by rep. I could only get what was estimated value at its current age., which was Quoted around $278. I waited for reinburstment after 2week I received a check for $16.49 towards purchase of another refrigerator. I called the company to notify them of my disapointment in there settlement to me. I was told that they had to cancel the order and I was being charged for return fees and this is my correct replacement of my refrigerator since I did not want to wait for the part. I have been a customer for 15 years and used the service in the pass, never been treated like this before. Its hard to get someone on the phone. I have waited as long as 3 hours, only to hang up with such frustration. The Representatives are always polite and programed to tell you they are so sorry for the inconvience and will expedite the urgent need for service and give 24 to 48 hours for answer. I call back and 24 to 48 hours starts an appolgy and 24 to 48 hours all over again.

  Business Response

  Date: 01/08/2024

  This has been resolved with the customer. A check was approved and processed last week for a total of $123.44, which represents the customer's remaining limit of labiality for the repair amount that was approved.