ARW Home Reviews
$100 Off + 6 Months FREE Ultimate Electronics Protection
4.1
6.6
Overall Score
Verified Customer
Review Source
Unsatisfied microwave customer.
If I could give a negative I would. I am very upset because I have not had my appliance repaired since May when I called to schedule an appointment. American residential was quick to charge me for the service but yet no one has come and I have not been able to speak to corporate to get my problem addressed because I was not able to reach any supervisor. I highly do not recommend this service. They are not keeping their promise to help repair my damaged item. I will cancel and just take the loss of paying my monthly fee of 65.00 and the 55.00 service charge. As if I can afford this expense.
5 years ago
Reply from ARW Home
Hello Unsatisfied microwave customer,
We apologize for any inconvenience you may have experienced. We would greatly appreciate the opportunity to turn your experience around and look into this issue. Please send us a direct message with any details from the claim such as claim number, approximate date of claim placed, etc. as we would be more than happy to initiate a full review. We look forward to hearing from you.
Sincerely,
American Residential Warranty
We apologize for any inconvenience you may have experienced. We would greatly appreciate the opportunity to turn your experience around and look into this issue. Please send us a direct message with any details from the claim such as claim number, approximate date of claim placed, etc. as we would be more than happy to initiate a full review. We look forward to hearing from you.
Sincerely,
American Residential Warranty
Jul. 27th, 2020
francis rose
Update on our hot water heater plight and American Residential Warranty Company. So the initial issue with the hot water heater was 5 September 2023. I paid the $75 service fee to have a tech come out to see what the issue was. I never got any information from the warranty company about what the resolution was or what the issue was. Fast forward to 6 October which was a Friday, once again an issue with the hot water heater once again I paid the $75 fee and was told they could not get a tech out until Monday. The tech goes out and says that the hot water heater needs to be replaced. They write up the estimate send it to the company that contracted them, the company that contracted them in turn has to wait 24 to 48 hours to get it in their system to in turn then send it to ARW for them to wait 24-48 hours to get it in their system. Once in the ARW system it then takes another 24-48 hours for someone to actually look at the request, once someone looks at the request then it takes another 24-48 hours for someone to actually approve the request. That is if someone from ARW doesn’t make a mistake and doesn’t overlook something or misread something and then have to ask the tech company to re-upload the request again which takes another 24-48 hours to get to the middle company, which then in turn takes another 24-48 hours to get to ARW, then 24-48 hours to get looked at again and then another 24-48 hours to get approved to have them say they will not approve the hot water heater replacement. We have on numerous occasions asked to speak to a supervisor only to be told that none are available and that they would have someone call us. Once again worst customer service ever. I had never had to use them for anything major like this before in my home and rest assured I will be cancelling my service with them immediately because I am very dissatisfied with them, their product, their lack of professionalism, their lack of truth, lack of standing behind what their representatives tell their customers. On 17 October 2023 my wife called and spoke to a customer service person and was told that if we paid to have the issued resolved ourselves we could get reimbursed. Well that is 100% false. Today we were told that we would have to open another claim pay another $75 service fee for the claim for an issue that is already been resolved by us not by them to get not even a ¼ of the money spent to have the hot water heater replaced. I saw that the so called owner replied to my other review and for some reason I highly doubt that the owner replied. If you are the owner, you should be ashamed, you sir or ma’am are what is wrong with this country. I served 20 years in the military. I am a disabled veteran. Why do you think I have a home warranty? Because I can’t afford to come out of pocket for large expenses like hot water heaters. Thank you for nothing I really appreciate it.
2 years ago
Reply from ARW Home
Hello Francis,
Thank you for reaching out to us. We understand your concern about your account and have sent this over to our claims department so that a claims manager can follow up with you. We apologize for the inconvenience and disappointment caused.
Regards,
ARW Home
Thank you for reaching out to us. We understand your concern about your account and have sent this over to our claims department so that a claims manager can follow up with you. We apologize for the inconvenience and disappointment caused.
Regards,
ARW Home
Oct. 24th, 2023
Carlean P
Untrustworthy! I called to make my first claim on the effective date of coverage, July 3, and was told, "oh no" your coverage starts the DAY after the date we provided in the contract!! Also, since you called about this issue today, if you call again tomorrow, it will be considered pre-existing, and therefore denied. ARW refused to provide a written denial of the claim. They also refused to refund payment for the first two months of premiums. Yup, that's right, they had already charged for a second month of premiums, while telling me that my claim was denied because I was still within the first 30 day exclusion period. I asked for a written confirmation of my cancellation of the policy and especially that my card would NOT be charged in the future, and was told ARW doesn't provide written confirmation of cancellation of policy. Stay away!
2 years ago
Reply from ARW Home
Hello Carlean,
We appreciate you take the time to share your review. We have been in the market for 14 years with thousands of happy customers. Our company’s terms and conditions are clear, and every warranty company has a 30-day waiting period. This period is to review the policy with a money back guarantee to make sure that all our customers agree to our terms. We understand that our product is not for every customer so we appreciate your business. We respect your decision, and we wish you luck in any future endeavor!
Sincerely,
ARW Home Services
We appreciate you take the time to share your review. We have been in the market for 14 years with thousands of happy customers. Our company’s terms and conditions are clear, and every warranty company has a 30-day waiting period. This period is to review the policy with a money back guarantee to make sure that all our customers agree to our terms. We understand that our product is not for every customer so we appreciate your business. We respect your decision, and we wish you luck in any future endeavor!
Sincerely,
ARW Home Services
Jul. 7th, 2023
Kelvin Bryson
American Residential Warranty is an absolute scam. They have taken my monthly payments every month, but when I needed to use their services for an HVAC unit that went out they refuse to cover the unit. I complained and had the issue reopen and was told I would have a response in 24 to 48 hours, but never heard back. After a week and a half I call to cancel my coverage and was given a complete run-around. Every time I called there was a 60 minute wait. I stayed on the line on two occasions for more than an hour and no one picked up. On two separate occasions I ask for a call back and both times they rang my phone for 1 ring and hung up, which I lost my place in the queue. I can only reach a live person if I'm looking to add coverage. This is freaking ridiculous. My mother-in-law who also had ARW was also denied on an HVAC unit claim. After fighting with them for months and several service calls they agreed to give her an allocated amount, which they deducted the fees the technicians charged them on the service call. The amount given was less than 10% of the total cost of the HVAC unit. ABSOLUTLY REDICULOUS!!! I would strongly advise no one use this company, it is an absolute ripoff!
2 years ago
Reply from ARW Home
Hello Kelvin,
We are truly sorry to know about your experience with our company. You can review your coverage details on the terms and conditions that was emailed to you. Someone from our team will contact you soon to answer your questions or concerns. If you would like to contact us back please call 888-808-8886 or email us at customerinfo@arwhome.com. We apologize for any inconvenience that this situation might have caused you and we appreciate your patience!
Sincerely,
ARW Home Services
We are truly sorry to know about your experience with our company. You can review your coverage details on the terms and conditions that was emailed to you. Someone from our team will contact you soon to answer your questions or concerns. If you would like to contact us back please call 888-808-8886 or email us at customerinfo@arwhome.com. We apologize for any inconvenience that this situation might have caused you and we appreciate your patience!
Sincerely,
ARW Home Services
Jun. 2nd, 2023
Leo Goddammit Fair Oaks, CA
Stay away from them. The sales person will tell you that everything is covered and that you are in great hands! I told her the issue I had with a previous home warranty company, and she said that would never happen at ARW. 1 year later and guess what happened? They promised heaven and delivered hell ! I called to cancel the service and was badly treated. The first person pretended he didn’t hear me and hung up on me. The second transfered me to a wrong department. 1h and 23min l8r the 3rd person was questioning me to find out why did I want to cancel when I told that I just wanted to cancel she became condescending. I would not recommend at all.
2 years ago Edited January 23, 2023
Reply from ARW Home
Hi Leo,
We apologize for the unfortunate experience you describe above. We value your feedback and will use it to improve our business processes. Please send an email to claims@arwplans.com with your address and phone number associated with your policy and we will initiate a full review into your account and any open claims. A member of Corporate will be in touch once the review is complete. We hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services
We apologize for the unfortunate experience you describe above. We value your feedback and will use it to improve our business processes. Please send an email to claims@arwplans.com with your address and phone number associated with your policy and we will initiate a full review into your account and any open claims. A member of Corporate will be in touch once the review is complete. We hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services
Jan. 23rd, 2023
Be'ana Duke Allen, TX
The Rating that American Residential Warranty deserves is zero they don't deserve anything.
The American Residential Warranty is a joke if you purchase it. I would say it's the worst home warranty ever. I have a home and I am not a jack of all trades so that's why I purchased American
ResidentIal WARRANTY. I recently literally has a hot water heater that was leaking when I came home
that evening. There was just as much water in the garage as a full bath tub.
Once before I had an emergency before where toilet was over flowing in my home like a swimming pool so I and called to placed an emergency claim and was told , we cannot get anyone to your home just call another emergency service and we will reimburse you the money just keep the receipt.
Here I am again with truly another emergency and I knew it would be 24 hours before I would get assistance so I called another plumber 24/7 emergency service again which cost me $199.00 just to look at the water heater. Now the water heater has to be replaced and I am left with cold water to bath/shower in I am not a happy camper. Again I had to purchase a new water heater that was expensive to be installed.
Ok I have to pay for emergency fee and a new water heater to be installed at my home and I call American Residential Warranty and assuming that I will get some type of money reimburse, wrong again. The customer service agents talked to me like I was an idiot or they were so un friendly. If I had to rate the customer service it would be a zero. The American Residential Warranty needs to realize customer pay a fee to them each month for a service that I personally never ever receive. Now I just see my money going in a hole and I am held hostage. The joke is on me I thought this time I picked a winner but American Residential Warranty was 10 times worst than the last extended home warrant I had. I said all this to warn you don't waste your money while lining the pockets for American Residential Warranty . They will gladly take your money every month and never provide the service that you deserve. Yes I am very upset but I pay American Residential Warranty every month on time and in return I receive Zero service when needed or an emergency such as this and the customer service agents from HELL.
RUN DON'T WALK AWAY FROM SIGNING WITH American Residential Warranty . I cost me to learn a valuable lesson but your lesson can be free from my experience.
3 years ago Edited February 8, 2022
Reply from ARW Home
Dear Valued Customer,
We apologize for the unfortunate experience you have described above and we would like the opportunity to look into it further. If you don't mind, please forward an email including your name, policy address and best contact number to claims@arwplans.com so we may initiate a full review into your experience. Once received and reviewed, a member of our Corporate team will be reaching out to you accordingly to discuss your experience further. We hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services
We apologize for the unfortunate experience you have described above and we would like the opportunity to look into it further. If you don't mind, please forward an email including your name, policy address and best contact number to claims@arwplans.com so we may initiate a full review into your experience. Once received and reviewed, a member of our Corporate team will be reaching out to you accordingly to discuss your experience further. We hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services
Feb. 2nd, 2022
D. G. East Moline, IL
Customer service has been horrible. My furnace went out in November and I called ARW. Got a good response back and the sent it off to another company to deal with the issue. Didn't hear from the company for a couple of days, I had to contact them. They said they couldn't find someone in my area to do the work. It' below freezing and I have no heat and they don't call me to tell me they can't fix it. I was told by a representative on Saturday 11/20/2021 that I would hear from someone by Monday 11/22/2021. After I didn't hear from someone by Tuesday I had to call for the repair to be done because my house was 50 degrees and dropping. I didn't hear from anyone until 12/3/2021 saying they've been trying to reach me (? even though they have called me before so they have the correct number and I have no missed calls from them) to tell me they couldn't find someone in my area to do the work. It took me 5 minutes to find an HVAC perdon. They stated that I could get it done myself I just need to send the invoice to get reimbursed. I emailed the invoice on 12/7/2021 and per their standard procedures I have heard nothing back from them. I haven't received an email saying they got the invoice and I haven't received a check. I'm not sure how most companies work, but sounding nice on the phone and passing the buck to someone else doesn't work for me. 50 degrees in a house is extremely cold - I just wish ARW cared enough to do what I had paid them to do or to at least get me my reimbursement quickly. Obviously another company more concerned about making money than helping their clients.
3 years ago
Reply from ARW Home
Dear Valued Customer,
We apologize for the unfortunate experience you describe above, Please forward an email to claims@arwplans.com so we may initiate a full review into the outcome of the claim. Please include your name, policy address, phone number so we may verify your account. Once we have reviewed your account and claims history, a member of the Corporate team will be reaching out to you directly to discuss the outcome. We hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services
We apologize for the unfortunate experience you describe above, Please forward an email to claims@arwplans.com so we may initiate a full review into the outcome of the claim. Please include your name, policy address, phone number so we may verify your account. Once we have reviewed your account and claims history, a member of the Corporate team will be reaching out to you directly to discuss the outcome. We hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services
Jan. 25th, 2022
mannis8000 Atwood, IL
What a disgrace this company is! Their salesman lied to me. We have 2 houses and we canceled our old American Home Shield Warranty to sign up with American Residential Warranty because the salesman promised us it would be better. We are shocked at what we found out today! So today when we tried to use it for the first time they denied the claim. The representative was not very nice as well! We were very disappointed at how we were treated! They said we needed “additional coverage”. Nobody said we had the option for additional coverage. What a scam. Now the monthly premium is almost double what we were paying before! I have canceled both and I have to call the contractor myself to get this fixed.
3 years ago
Reply from ARW Home
Hi Matt,
We apologize for the unfortunate experience you describe above. We are reviewing your account and a member of the Corporate team will be reaching out to you shortly to discuss your account moving forward. We thank you for your feedback, so we may review our business processes and hope to have the opportunity to turn your experience around in the future. Wishing you all the best in your future endeavors.
Sincerely,
ARW Home Services
We apologize for the unfortunate experience you describe above. We are reviewing your account and a member of the Corporate team will be reaching out to you shortly to discuss your account moving forward. We thank you for your feedback, so we may review our business processes and hope to have the opportunity to turn your experience around in the future. Wishing you all the best in your future endeavors.
Sincerely,
ARW Home Services
Jan. 21st, 2022
John Burns Milton, FL
My AC went out on the 28th of December. The technician came out and stated that the accumulator had a leak. He submitted his proposal and estimate of repairs. The proposal was denied because the adjudicator stated that the accumulator was not part of the condenser. The AC tech had to come out on the 13th of January because I had no heat and the temperature in NW Florida was 35 degrees. I found out that the claim was denied from the tech not American Residential Warranty(no email, call, or letter was sent to me). I had to call to find out why the claim was denied and was told that the accumulator was not part of the condenser. The tech told me it was part of the condenser system. I called today, January 14th and after numerous transfers was told that the accumulator was not covered because: 1, I didn't have an AC advantage plan which would have covered this. I was never told that I needed the plan when I signed up for my Platinum Premier Plan. 2. Was told that the accumulator is not part of the condensing system and is not covered. I was informed because the condenser dumps into the accumulator(basically a reservoir for refrigerant), the accumulator was not part of the condenser. I am told that I would be responsible for the repairs and it is not covered. I am totally dissatisfied with this company. I will be cancelling my warranty with them. If this is how they treat customers, I will be their worst advertisement.
3 years ago
Reply from ARW Home
Hi Mr. Burns,
We apologize for the experience you describe above. Please send an email to our Claims team via claims@arwplans.com so we may review your claim with our team. Once the review is complete, a member of our Corporate Office will reach out to you directly to discuss the outcome of your claim. We hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services
We apologize for the experience you describe above. Please send an email to our Claims team via claims@arwplans.com so we may review your claim with our team. Once the review is complete, a member of our Corporate Office will reach out to you directly to discuss the outcome of your claim. We hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services
Jan. 17th, 2022
Akhtar Husain Roswell, GA
Zero Star.
ARW keeps sending un-qualified service providers for repairs.
It took several 5 or 6 trips to repair microwave-oven combo unit. Service providers techs have no expertise to diagnosis of problem just changing parts. After 3 months of complaint unit is still not repaired.
ARW guarantee of Repair or Replace is a FRAUD.
I am now told to agree on Buyout and offering $153 for a GE unit that costs $3,000.
Contract calls for $5,000 limit.
Be AWARE every time ARW send out service provider it comes out of your contract.
I don't know the MATH they are using.
BOTTOM LINE- Stay away from this FRAUDELENT American Residential Warranty - America's Best - Worst Ever experience.
Long wait times and in-experienced customer service. I have spent hours on the phone with No results. I am filing a complaint with Georgia Consumer Advocate and will take take action.
THE Worst company and stay away.
3 years ago
Reply from ARW Home
Hi Mr. Husain,
We apologize for the unfortunate experience you have described above. We have reached out to our Claims Department for a full review into the outcome of your Microwave claim. A member of our Corporate team will be reaching out to you in the immediate future to discuss the outcome of your claim, We appreciate the opportunity to review and hope to turn your experience around.
Sincerely,
ARW Home Services
We apologize for the unfortunate experience you have described above. We have reached out to our Claims Department for a full review into the outcome of your Microwave claim. A member of our Corporate team will be reaching out to you in the immediate future to discuss the outcome of your claim, We appreciate the opportunity to review and hope to turn your experience around.
Sincerely,
ARW Home Services
Jan. 10th, 2022
Minh Do Los Alamitos, CA
This company will make it very tough to pay out anything. I purchased a Platinum Premier and my water heater broke down. The partner service company came to inspect after I paid them $70. The service company said they had to replace the water heater. However, the company said they won't pay for a replacement. They said the max they can do for me is to give me like a charity $350 to help me out after i had to pay out their service company $1850 up front. For getting this $350 approval is so tough that I have to spend like several hours calling them. Then, after another month, I still have not received any money from them yet. I am not so sure how others would rate them more than 2 stars
3 years ago
Reply from ARW Home
Hi Mr. Do,
We apologize for the unfortunate experience you have described above. We have forwarded your feedback to the relevant department. We hope to one day have the opportunity to turn your experience around.
We wish you all the best in your future endeavors.
Sincerely,
ARW Home Services
We apologize for the unfortunate experience you have described above. We have forwarded your feedback to the relevant department. We hope to one day have the opportunity to turn your experience around.
We wish you all the best in your future endeavors.
Sincerely,
ARW Home Services
Dec. 30th, 2021
Renate Witt Alameda, CA
We had a plumbing problem on two of our toilets. They fixed the leak on one, but said the other had to be replaced and they would get back to me. I did not hear from either American Residential Warranty or the repair people. After about two weeks of constant calls to American and always being told they would call back in a few hours, they did not return our calls. After telling them finally I wanted to speak to a manager, I was told that the cost of repairing the leak was $450 and the maximum for fixing plumbing was $500.00. It would have been saving us a lot of waiting time and frustration to have been told that sooner. We finally had to call our own plumber and get a new toilet.
This was very expensive and after paying $740 ARW, I will never us them again and I hope this review will help someone not make the mistake of going with this company.
3 years ago
Reply from ARW Home
Hi Renate,
We apologize for the unfortunate experience you describe above. We have commenced a review into your claims history and a member of our Corporate team will be reaching out to you to discuss your recent claims experience. We hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services
We apologize for the unfortunate experience you describe above. We have commenced a review into your claims history and a member of our Corporate team will be reaching out to you to discuss your recent claims experience. We hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services
Dec. 21st, 2021
Judy Quinlan Yerington, NV
I have been a customer for years, I had never made a claim before, but I had to makee 2 claims, before anything was said they wanted my credit card, took $55.00 for each claim. I have a thermostat in my oven that won't get to temperature unless I set it up to 400, just to get it to 350. Also on the second claim my dishwasher was leaking water all over the floor. I gave them the name of local repair place, I live in a rural area, and very limited on service people. Two days later I get a call telling me the company won't come out and do repairs. They tell me I will hear from someone with in 5 business days. It was almost 2 weeks and they call and say they will offer a buyout seeing I had 2 claims, they would send one thousand for each claim, get a check several weeks later and it was for only one thousand. I called and was treated very rudely, was put on hold for over 1 hour, and when I finally talked to someone they said a supervisor would call. I am a widow on a fixed income, and there is no way I can buy an oven for one thousand, let alone a dishwasher. I felt I was lied to, I told them they needed to be reported to the BBB that they take the money but won't give me the service. I told them to discontinue my service, I called this week to try and get through to a supervisor and was told that my payment had just been made , and seeing I no longer wanted their warranty did I want my money back? I will tell anybody who will listen, stay away from American Residential Home warranty. They will take your money, but not provide the service.
4 years ago
Reply from ARW Home
Hi Judy,
Thank you for your feedback and we apologize for the unfortunate experience you describe above. We have reached out to the Claims Department and requested a full review of the claims you have mentioned and requested they reach out to you directly with an outcome. A member of our Corporate team will also be reaching out to you once we hear back from the claims Department.
Should you have any further inquiries, please do not hesitate to contact ARW Home Services via claims@arwplans.com. We wish you all the best in your future endeavors.
Sincerely,
ARW Home Services
Thank you for your feedback and we apologize for the unfortunate experience you describe above. We have reached out to the Claims Department and requested a full review of the claims you have mentioned and requested they reach out to you directly with an outcome. A member of our Corporate team will also be reaching out to you once we hear back from the claims Department.
Should you have any further inquiries, please do not hesitate to contact ARW Home Services via claims@arwplans.com. We wish you all the best in your future endeavors.
Sincerely,
ARW Home Services
Oct. 8th, 2021
Norma I Padilla Auburndale, FL
ARW is among one of the WORST & RUDEST companies I've EVER dealt with. To sell you their policy you would never know it!
My atrocious experience with ARW is too extensive to put on paper. From the rudest customer service reps to absolutely clueless individuals, multiple and absolutely different information ( when calling about same workorder) and extremely long wait times, (which incidentally never experienced when first discussing purchasing their policy, (took several calls to commit)). Again, it is insane while simultaneously totally unacceptable what my family endured because of poor communication, lack of professionalism and basic common knowledge in order assist clients. And BTW, their automated service, pardon the expression, SUCKS!!!
4 years ago
Reply from ARW Home
Hi Noma,
We apologize for the unfortunate experience you describe above. We would like to conduct a full review of your experience. Please forward an email to claims@arwplans.com with your address, phone number or any claim numbers associated with your policy. Once we have reviewed your account a member of our team will be reaching out to you to discuss your experience.
We hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services
We apologize for the unfortunate experience you describe above. We would like to conduct a full review of your experience. Please forward an email to claims@arwplans.com with your address, phone number or any claim numbers associated with your policy. Once we have reviewed your account a member of our team will be reaching out to you to discuss your experience.
We hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services
Aug. 27th, 2021
cheryl1264 Cleveland, TX
I just got off the phone with one of the rudest, customer service people I have ever dealt with. First, she answered the call like I was bothering her or interrupting her day. There was not good afternoon, whom do I have the pleasure of speaking with or anything. When she asked for my name and phone number I gave it to her and then there was over 2 minutes of complete silence. When I asked if she was still there, she said yes , and she waiting on me to tell me what your claim was for, I told her she didn't ask. Then she said, well what is your claim for, when I told her there was at least 5 minutes of silence. I said mam are you still there, she answered yeah, again. Then she tried to tell me what was calling for wasn't covered. I told her yes it is covered, then there was more silence. There was no hold on let me check or anything, this went on for 22 minutes. When she got the claim filed, which I didn't know it was completed because she never told me it was completed. I waited at least a minute and half in silence, before I asked was that all, and she said yeah??? With an attitude. I don't care how good of service you all provide me now, my first contact with the company through your customer service is how I'm going to perceive ARW until I'm shown differently.
4 years ago
Reply from ARW Home
Dear Valued Customer,
We are disappointed to hear about your unfortunate experience that you describe above. Please send us an email to claims@arwplans.com with your address and phone number associated with the policy and we will initiate a full review into your open claims. Once the review is initiated, a member of our Corporate team will be in touch to discuss next steps. We hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services
We are disappointed to hear about your unfortunate experience that you describe above. Please send us an email to claims@arwplans.com with your address and phone number associated with the policy and we will initiate a full review into your open claims. Once the review is initiated, a member of our Corporate team will be in touch to discuss next steps. We hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services
Aug. 24th, 2021
saran talib Garland, TX
I FILED A CLAIM AND DIDNT GET A CALL FROM THE SERVICE PROVIDER. I THEN TOOK IT UPON MYSELF TO CONTACT SERVICE PROVIDER. LEFT A MESSAGE. CALL AMERICANT RESIDENTIAL AND EXPLAINED AND ALSO ADVSISED THE COMPANY THEY GAVE WAS NOT A PLUMBER IN WHICH MY CLAIM IS A PLUMBING ISSUE. THEY PLACED ME ON HOLD OVER 45 MIN. IN THE MEAN TIME WHILE ON HOLD I USED MY CELL PHONE TO CLL AGAIN. GOT SOMEO ONE AND EXPLAINED A SECOND TIME WHILE STILL ON HOLD WITH THE FIRST CALL. SHE SAYS ON THE SECOND CALL SHE CAN RE-DISPTACH MY SERVICE AND EXPEDITE TO A SUPERVISOR WHICH USUALLY TAKES ABOUT 2-3 DAYS FOR THEM TO GET THE SERVICE EXPEDITED. I ADVISED THATS NOT ACCEPTABLE . TRANSFER ME TO SOMEONE WHO COULD MAKE DECISIONS. I THEN GET DISPATCH ON THE FIRST CALL WHICH BY THE WAY IS A LAND LINE AND THEY ACT LIKE THEY CANT HEAR ME AND DISCONNECT THE CALL. I AM NO STILL ON HOLD WITH CALL NUMBER TWO AND I HAVE NO IDEA WHO IM HOLDING FOR.........SUPERVISOR, DISPATCH....WHO. AT THIS POINT I DONT WANT THIS SERVICE. I HATE I SWITCHED FROM MY PREVIOUS SERVICE ........MY CC HAS BEEN CHARGED THE FEE FOR THE CLAIM. NO STARS !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
4 years ago
Rand Shrader Kyle, TX
My AC failed ~3 weeks after I bought my house. I guess all/most of these companies only take the first months premium payment - yet cover nothing! When I called to inquire about the claim, I was informed that not only do they not cover the AC failure, but that I would not receive ANY AC system coverage until I provided them with all receipts from the repairs.
That's not the worst. They HARASS like NO OTHER COMPANY I've ever experienced to try to continue receiving payments when one ends the disservice!
Text messages day and late night - including weekends. Robo calls from call centers in India and the US - EVERY DAY despite having talked with them weeks ago and asking that the harassments ends! ARW is a shameful, shameless disgrace!
4 years ago
Reply from ARW Home
Hi Rand,
Thank you for your review.
We deeply apologize for the unfortunate experience you describe above. We value your feedback and will use your experience to improve our business processes, particularly in our claims department. We wish you all the best in your future endeavors.
Sincerely,
American Residential Warranty
Thank you for your review.
We deeply apologize for the unfortunate experience you describe above. We value your feedback and will use your experience to improve our business processes, particularly in our claims department. We wish you all the best in your future endeavors.
Sincerely,
American Residential Warranty
May. 26th, 2021
Rale Lpz Kennewick, WA
Horrible company! Please stay away. They will take your money every month but when is time to repair something they will not answer and will put you on hold for hours. Poor customer service and super rude people. We file a claim 2 months ago and have heard anything from them. When I called today they were very rude and keep transferring the call. I called 8 times nobody could help. My house almost cach on fire because they didn't fix anything and now we don't have A/C and they are not going to fix it because there is no way I can talk to someone. Please don't waste your money with this horrible insurance.
4 years ago
Reply from ARW Home
Hi Rale,
Thank you for your review. We value your feedback and will use your experience to improve our business processes.
We deeply apologize for the unfortunate experience you describe above. Please send an email to claims@arwplans.com with your name, address and phone number associated with the policy and a member of our Corporate team will contact you following a review into your account. We appreciate the opportunity to make this right.
Sincerely,
American Residential Warranty
Thank you for your review. We value your feedback and will use your experience to improve our business processes.
We deeply apologize for the unfortunate experience you describe above. Please send an email to claims@arwplans.com with your name, address and phone number associated with the policy and a member of our Corporate team will contact you following a review into your account. We appreciate the opportunity to make this right.
Sincerely,
American Residential Warranty
May. 11th, 2021
Sarfaraz Mandal Concord, NC
pathetic customer service
I have been trying to cancel my policy and wanted to go to AHS instead. I was told initially that i just need to send the cancellation request in email. I sent that.
I followed up every alternate day spending hours on call for refund status. I was advised initially that the refund would be sent to title company. Then I was told, the refund would be mailed to my address. After two weeks, i followed up on my refund status.
All customer service representation gives different response. Hence I requested confirmation in email.
I am still awaiting my refund.
NB: I can share details on my policy and emails to prove the genuineness of my issue
4 years ago
Roger Thomas Naples, FL
You are the worst hime warranty company i have ever experienced, i have lived in Florida for 16 years in three different houses. I have had three different home warranty companies that came with each house...American Home Shield, 2-10 Home Warranty and you. We have only needed help a few times in 16 years. I have needed help from you twice in the past year and both times the service, tge contractors you sent and the followup have been terrible. Neither contractor you sent fixed anything. Both times i had to hire my own repairmen to get any service. Your company is awful. I will be contacting BBB and posting reviews everywhere i can about how bad your service is. Please cancel my plan with you. If there is another charge to my credit card i will dispute it and refuse payment. I am sorry I ever heard if your company.
4 years ago
Reply from ARW Home
Hello Roger,
We apologize for any inconvenience you may have experienced. We would greatly appreciate the opportunity to turn your experience around and look into this issue. Please send us a direct message with any details from the claim such as claim number, approximate date of claim placed, etc. as we would be more than happy to initiate a full review. We look forward to hearing from you.
Sincerely,
American Residential Warranty
We apologize for any inconvenience you may have experienced. We would greatly appreciate the opportunity to turn your experience around and look into this issue. Please send us a direct message with any details from the claim such as claim number, approximate date of claim placed, etc. as we would be more than happy to initiate a full review. We look forward to hearing from you.
Sincerely,
American Residential Warranty
Dec. 14th, 2020
LaRita Collins Arlington, VA
The Worst Customer Service. I contacted ARW on Sunday regarding my heating system. While on the phone with a CSR, I pulled up my online account. The CSR could not locate my account. She tried numerous times. I could not understand why. When she transferred me to a supervisor, as I requested, I was on excessive hold and then directed to voicemail. I was unable to start the claim process for service. So, I called first thing Monday morning. Spoke with CSR Kaneta or something like that. When I asked if she could spell her name so that I could document whom I spoke with because of the issue I had previously, she said, "You didn't speak to me". I said I know, I need it in case I have any issues. She intentionally hung up on me. I called back, spoke to a supervisor, told him the issues, he said he would forward it up. I don't believe that he will. He, however, was able to pull up my account on the first try and initiate the service request. Go figure. I have been a customer for 10 years. This is not the first time customer service has been poorly received. It has happened several times. The CSRs don't care and it could be that they are not held accountable. After this claim is completed, I will be looking for another policy. I don't mind paying a bit more if it means I will be treated with respect. Unacceptable. I don't recommend this company to anyone. Suggestion: Invest more money in training your CSRs and less in advertising. There's obviously a GAP.
5 years ago
Reply from ARW Home
Hello LaRita,
We apologize for any inconvenience you have experienced surrounding your claim. We are investigating this matter and will be coaching the agents involved appropriately. Due to the interactions you've experienced, we would like to offer you a free deductible on us for your next claim. We will also be keeping an eye on this claim to ensure it goes smoothly, please let us know what is a good time to touch base with you.
Sincerely,
American Residential Warranty
We apologize for any inconvenience you have experienced surrounding your claim. We are investigating this matter and will be coaching the agents involved appropriately. Due to the interactions you've experienced, we would like to offer you a free deductible on us for your next claim. We will also be keeping an eye on this claim to ensure it goes smoothly, please let us know what is a good time to touch base with you.
Sincerely,
American Residential Warranty
Oct. 20th, 2020
Crystal Williams ,
I don't like anything about this company. The service American Residential Warranty has provided is highly unacceptable. I've been waiting close to two weeks trying to get my hot water heater replaced. I call every day and I'm on hold for an hour and a half. Once the claims rep answers and pretend to help me they put me on hold and then they hang up. Not a single claims rep calls back to finish my complaint after they have hung up. I've called corporate and no one is answering. In fact, I'm holding on three different phone lines right now waiting on somebody to pick up! It's been 1 hour and 40 minutes and counting. I hate this company, I hate the service, I hate it! hate it! hate it! I'm really close to deploying and it's imperative that my hot water heater is replaced before I leave. I will make sure that all military personnel stay away from American Residential Warranty because they are not about putting the customers needs first. Im on day 13 without having any hot water in my home.
5 years ago
Reply from ARW Home
Hello Crystal,
We apologize for any inconvenience you may have experienced. We have escalated this to management and will have someone contact you directly with a resolution regarding your water heater claim. Please feel free to contact us at 888-508-8886 to speak with someone in our corporate office if necessary.
Sincerely,
American Residential Warranty
We apologize for any inconvenience you may have experienced. We have escalated this to management and will have someone contact you directly with a resolution regarding your water heater claim. Please feel free to contact us at 888-508-8886 to speak with someone in our corporate office if necessary.
Sincerely,
American Residential Warranty
Sep. 29th, 2020
marie New York, NY
This company is horrible, i have been a customer over a year and they get paid on time every month !! i did a claim 9/8/20 for hot water tank and they have not yet approved it as of today which will be 2 weeks tomorrow and remember they get paid on time EVERY MONTH! so i paid out of pocket after a week went by, they don't care just want money. This claim should of been a severity 1, so if your contract covers your water heater you can believe they will have u go 1 , 2 weeks maybe a month with NO WATER before they decide to do anything. this makes absolutely NO sense, they keep you on hold for an hour or more then just drop calls even for supposeably the direct line for a supervisor... NOTHING!! i sent them copy of invoice & my receipt, they dont even have enough couth about themselves or their company to acknowledge they received it to say they are working on it. NOTHING! BBB advises to try and get resolved with the company myself, i have a feeling i will have to get my lawyer involved since this company apparently does not care about their customers on so many different levels.
5 years ago
Reply from ARW Home
Hello Marie,
We apologize for any inconvenience you may have experienced. Thank you for allowing us to assist with this matter, should there be any other issues feel free to contact us as we would be more than happy to help,
Sincerely,
American Residential Warranty
We apologize for any inconvenience you may have experienced. Thank you for allowing us to assist with this matter, should there be any other issues feel free to contact us as we would be more than happy to help,
Sincerely,
American Residential Warranty
Sep. 29th, 2020
Mam Allen, TX
Fraudulent coverage period: After payment date, we need to wait for 30 days to have coverage start. The coverage will end 12 months from coverage start as per contract. (So, 13 months) However, when renewal period comes, they harass you to renew and will tell you coverage already ended 12 months from initial payment date which is violation of contract.
They will call you from two numbers ( 1-855-416-7572 and 1-469-575-5159) to harass
They did not cover two service calls. I had to call third parties to fix and pay them.
So, no service calls to attend to for a year and the warranty premium has become free for ARW.
5 years ago Edited September 14, 2021
Reply from ARW Home
Hello Mam,
We apologize for any inconvenience you may have experienced. We would greatly appreciate the opportunity to turn your experience around and look into this issue. Please send us a direct message with any details from the claim such as claim number, approximate date of claim placed, etc. as we would be more than happy to initiate a full review. We look forward to hearing from you.
Sincerely,
American Residential Warranty
We apologize for any inconvenience you may have experienced. We would greatly appreciate the opportunity to turn your experience around and look into this issue. Please send us a direct message with any details from the claim such as claim number, approximate date of claim placed, etc. as we would be more than happy to initiate a full review. We look forward to hearing from you.
Sincerely,
American Residential Warranty
Aug. 11th, 2020
kenneth von forell Seattle, WA
I have been a customer for 8 years. I have had a need to use them twice. The first time seemed simple enough. A built in microwave had the door bracket break. It was old enough that there were no parts available. I was sent a check, it didn't cover the total amount but I purchased and installed a new oven. It took 8-10 phone calls to get this simple process completed, all initiated by me.
This past week I had a 15 year old dishwasher start leaking. I called the company, paid a $55 service fee I thought was to bring a contractor out to verify there was a problem, what it was and how to proceed. That $55 I learned however, was only to OPEN the case.
The appointed contractor came in 3 days. Took out two screws from a panel, looked under the dishwasher, started the dishwasher, ran it through some cycles, and found a pin hole in a rubber gasket. The process took about no more than 20 minutes, he got on line, ordered the part. The part will take 3 weeks, he wouldn't reveal the price. He would tell me that install would me $300 minimum. He scheduled a 3 week call back to repair.
I told him before he left that considering that cost, I might just take that money and purchase a new machine on my own. I wanted to talk to the adjuster about that.
Each time I called this company from then on took a minimum 30 minute hold time. The first person I got was "claims in home office". But I found out later there is another claims department which is actually an AIG Insurance adjuster.
The home office person told me that the coverage amount is $500, which was clear in the contract. He also told me that the limit also included any amount to asses the damage etc. In other words, the initial call, which I was told had been billed to them by the contractor at $245. So I put that with the $300 the contractor told me was minimum for his next call, and I am thinking, take the money and deal with it myself.
After 3 calls to talk with 3 different adjusters, they are sticking with the repair. They are spending the entire $500 limit to replace a part on this 15 year old machine, rather than let me add my own funds and replace with a new machine.
The customer service time is exhausting. The limits of $500 per appliance are way out of line with current costs if this repair in fact does run $500. The contracted service provider seems to be the only one making out on this deal.
MY NEXT CALL TO THE COMPANY WILL BE TO CANCEL MY PLAN. LIMITS ARE TOO LOW, COSTS TOO HIGH, TERMS TOO RIGID, RESPONSE TO CUSTOMERS TOO SLOW. PUTTING THE YEARLY PREMIUM IN A RAINY DAY FUND MAKES MORE SENSE FOR ME.
5 years ago
Sandra Cooper Tacoma, WA
I am sure this will not make it to your website but here it goes anyway. I was a new customer and my range hood went out so I call and they took out $55.00 which I approved. After careful consideration as to how old the range hood was, I call American Residential Warranty back and told them to cancel the order. The lady said fine and would credit my account back. It has almost been a month and after several calls, one 18 minutes on hold and over an hour on hold again, I was assured that I would receive my deposit back. I just called again and was on hold 12 minutes with no response. I have cancelled my account and have gone to a more reputable company. Good luck customers!
5 years ago
Reply from ARW Home
Hello Sandra.
We apologize for any inconvenience, our records show that a member of our claims team was able to process your request of your trade service fee refund. Please let us know if there's anything else we can do to assist.
Sincerely,
American Residential Warranty
We apologize for any inconvenience, our records show that a member of our claims team was able to process your request of your trade service fee refund. Please let us know if there's anything else we can do to assist.
Sincerely,
American Residential Warranty
Jul. 15th, 2020
Ken s Westwood, NJ
Thought company was good when signing up very attentive so I switched from ahs. I think I made a mistake. Fridge went had appointment they never showed said next appointment was 2 weeks out that was not acceptable. They than got me a& e which was a very well known company but it took a week to get an appointment made nobody called us from arw we had to wait on hold over 2 hours just to be told they will call back guess what we had to call them. The technician arrived but wanted us to sign a waiver if he broke the door it would void contract we refused and nobody from the company called us again called and emailed another week we were told they can only issue a check for 300 cause the service person couldn’t open door. Why would I sign a waiver to have the warranty voided if he broke it so we settled on the 300 as we needed a fridge and it’s going on 4 weeks. I think I will look elsewhere as customer service takes forever the warranty isn’t as stated if he can’t open it it should be covered . But if you need to purchase a warranty they pick up very fast they should put there resources in service where it’s needed. So I will be out the difference on the fridge and will end my warranty with them and return to ahs
5 years ago
Reply from ARW Home
Hello Ken,
We apologize for the long hold times you may have experienced. Due to impacts of COVID-19, customers may experience longer than normal waits. We apologize for any inconvenience you may have incurred.
Sincerely,
American Residential Warranty
We apologize for the long hold times you may have experienced. Due to impacts of COVID-19, customers may experience longer than normal waits. We apologize for any inconvenience you may have incurred.
Sincerely,
American Residential Warranty
Jun. 11th, 2020
Marquis McGraw New Haven, CT
Stay away. We had a water leak in our pipes, found out it was a bad valve. I explained it to the company who told me they could not find anyone to come out in my area. 3 days later with water continuing to flow in my basement I called myself and got a company. I called ARW and once again explained what was found. They told me because I found the company I have to pay out of pocket and they will reimburse the cost. Again I needed clarity and explained the problem that caused everything. Yes, sir no problem we will email you the link. Cool, we pay the bull which is over 2k only to find out 29 days later that ARW doesn't cover it and we are stuck with this bill. Complete rip-off. Had they told us this from the beginning when I fully explained to the rep what happened this could've been avoided. Don't get me started on my dryer that is still broken after being serviced 3 times. Some may have positive stories but I'm having a bad experience with this company.
5 years ago
Toni Yagirl Miami, FL
I am very pleased. I placed a service request on November 6 2019 regarding my garage opener. As of today /13/2020 I still have not gotten my garage fixed. After two weeks I called for a status. The agent didn't have any information. I receive called the next day that I was supposed to go online and pick my garage opener and get the item number and call American Residential back. I provided the item number. There days later I received a call I went over the limit and I would have pay an additional $100 outside the deductible I already paid. I was never given a limit. It was a $350 limit that included labor. Was never told any of this. Well the garage opener was ordered on December 16th. I was told it will be mailed to me 6 t0 7 business days. I called on December 30th and was told there garage opener will be delivered to Lowes. The repair man came out on 1/13/2020 and guess what he didn't have the garage opener nor did I. It is still at Lowes. I am very upset and not happy at all. Now I have to go pick it up and reschedule another appointment
5 years ago
Tyrone simon Fayetteville, NC
BEWARE! RIP OFF ALERT!!!!! This company lied from day1. It was only discovered when I utilized the services. 1. I was told if a repair could not be fix after the 3rd attempt, it would be replaced. Their Agreement has verbiage to that effect, but when I requested replacement (after the 4th attempt to repair the item), I was meet with excuse after excuse and long hold time on the phone. I was informed about the Arbitration process, where once you sign a contract with this company, you give up your rights to have your case heard by a judge or jury (again, this information is comes after you sign the contract). End result, I am out over $1K with this company, broke Ice Maker, and damaged wooden floors. WARNING, DON'T LEARN THE HARD WAY LIKE MYSELF! TO ALL MY MILITARY BROTHERS AND SISTERS, PLEASE STAY AWAY FROM THIS COMPANY OR YOU MAY IT!
6 years ago
Juan McMinnville, OR
My refrigerator went out 4 months ago they say they will fix or replace it on their comercial, but in reality they dont they give you a fraction of the replacement cost if its unfixable like mine and got a check for $375.00 because they also deduct the cost of the service call to the total they give. Also my water heater went out and i have no hot water i called a week ago and no service yet they say they cant find a repair company in the area and that it would be 3 to 4 days more for their resolution team to call with some alternative way to service it. Dont buy this crapy service companies policy i would recomend Sears warranty or even American Home Shield they are cheaper monthly and i have friends that have them and no issues when having service. I would give a negative star rating if it was possible.
6 years ago
Reply from ARW Home
Hello Juan,
We apologize for any inconvenience you may have experienced. We would greatly appreciate the opportunity to turn your experience around and look into this issue. Please send us a direct message with any details from the claim such as claim number, approximate date of claim placed, etc. as we would be more than happy to initiate a full review. We look forward to hearing from you.
Sincerely,
American Residential Warranty
We apologize for any inconvenience you may have experienced. We would greatly appreciate the opportunity to turn your experience around and look into this issue. Please send us a direct message with any details from the claim such as claim number, approximate date of claim placed, etc. as we would be more than happy to initiate a full review. We look forward to hearing from you.
Sincerely,
American Residential Warranty
Oct. 31st, 2019
Vince Palm Springs, CA
I put in a claim 3 weeks ago with ARW, regarding my pools heater. After going back-and-forth and back-and-forth between the ARW And the company they recommended . I just keep getting the run around . Finally today, after I contacted the Better Business Bureau I got a response from them denying my claim. They said that my pool heater was damaged by chemicals. My pool is a salt water pool, and other than salt being put in there have been no other chemicals put into the pool. I contacted the manufacturer of the pools heater and they told me the average life expectancy of their Pool heater is 7 to 10 years. My pool is now 10 years old. They said that the pools valves and gaskets will deteriorate after time, just because the fact that it's water. And water does cause rust As well as deterioration . Now, i just contacted my pool builder, and his company also does the pool maintenance on my pool. They said that it was no fault of my own that the heater has failed.
6 years ago
Reply from ARW Home
Hello Vincent,
From our records, it looks like you have been in communication with a customer care manager. Please expect a follow-up call within 24-48 hours, if there are any questions in the meantime please feel free to reach out.
Sincerely,
American Residential Warranty
From our records, it looks like you have been in communication with a customer care manager. Please expect a follow-up call within 24-48 hours, if there are any questions in the meantime please feel free to reach out.
Sincerely,
American Residential Warranty
Sep. 12th, 2019
Jialin Dai Fontana, CA
I purchased this warranty based on the review. But I am so disappointed with this company. Looks it is trying to get all of my money. I paid the full year at once time. And I claimed one service with my water heater pipe leaky. And then after one month, I called to get another service with water heater no hot water. They set an appointment for me for the next four days. But on the appointment day, nobody showed up until I called, they told me they made a big mistake to send a different state company to me. Then they said they would make another appointment in two days. They did not care whether we had hot water use at all. Then they also told me that since I can only use $300 to fix the water heater, with the first $295 fixing the pipe, I only have $5 to use for the next time. I do not understand about it since I paid $55 trade fee every time. So I canceled the plan. But I only got $22 back( I paid $595 for the full year)after three months using with this home warranty. They told me that the $295 fixing fee should be paid by me and trade call fee and three months fee and $49 cancellation fee should be paid by me which I only got $22 back. I never met this kind of company. It is not my fault to cancel the warranty. They are not doing service right and also has the strange policy which fools the people. I have very bad experience with this company and would tell everyone about the situation. Do not use this company at all.
6 years ago
Reply from ARW Home
Hello Jialin,
We are looking into this matter here at the corporate office and will be working on an amicable resolution and will be providing you an update as soon as possible. We apologize for any inconvenience you may have experienced. We will be in touch soon.
Sincerely,
American Residential Warranty
We are looking into this matter here at the corporate office and will be working on an amicable resolution and will be providing you an update as soon as possible. We apologize for any inconvenience you may have experienced. We will be in touch soon.
Sincerely,
American Residential Warranty
Jul. 3rd, 2019
Joe Baust St Louis, MO
Calling to receive service is NEVER smooth. Often the operators have difficulty understanding my problem or understanding what I am saying. For sure they understand how to collect the fee…that is never a problem. Invariably I have had to kick my claim up the corporate chain…painful and time consuming. I had a toilet not working…turned a claim in and used a local, reliable plumber. Then I was told I had a limit of $300 a year for plumbing…”Read your contract” I was told. The very next day I turned in the bill with sufficient justification and info. Received, one month later a request for a more descriptive account of what was done including cost per part, time per part for install. This has happened several times now…this drags out for whatever the reason may be…but is disconcerting. This process is so burdensome at times you want to pull out your hair. Have been with this company for several years…and have stayed with them, but the process for filing claims is becoming more and more egregious. So I kick up things to a higher level…it should not be that difficult. It does not have to be that way. A warranty is a fail-safe for a customer. When a customer spends an inordinate amount of time trying to get things done in a timely way, get a repair person that in one case would have been 12 days, find your own repair person, submit a bill and claim, follow-up to get it paid, are told the claim is insufficient and you need to follow up, obtain a denial, go through the process again…the cost in time and personal worries makes one wonder whether the whole concept is worth it. It does not have to be this way!
6 years ago Edited October 27, 2022
Reply from ARW Home
Hi Joe,
Thank you for the kind review. We are pleased that you're satisfied with our company. We work hard to provide the best service to our customers. If there's anything that we could do, please let us know. We look forward to continuing to provide warranty protection for your home.
Sincerely,
American Residential Warranty
Thank you for the kind review. We are pleased that you're satisfied with our company. We work hard to provide the best service to our customers. If there's anything that we could do, please let us know. We look forward to continuing to provide warranty protection for your home.
Sincerely,
American Residential Warranty
Apr. 2nd, 2019
Hannah Nolte Gatesville, TX
We have been with American Home warranty for over a year now. The first time we made a claim for a plumbing issue they said it wasn’t covered. The second time we made a claim for our a/c, they didn’t have any repair techs in the area that contracted with them so they said we could find our own. We did and submitted the repair bid which they approved. We sent the paid bill to them for reimbursement and they told us that because the unit is over 10 years old that they are only obligated to pay 50% of the bill. They never said anything about this until after we had paid the repairman. Very disappointing. Had we known all these things, we would never have gone with this company.
6 years ago
Reply from ARW Home
Hannah,
We are sorry to learn that your are not satisfied with your warranty coverage. Unfortunately, we are unable to locate a customer account with your name in Gatesville. If in fact you are an American Residential Warranty Customer and not with one of the many other warranty companies, we would very much like to review your claim and learn more about what happened.
Please reach out to our corporate customer care team and ask them to initiate a review. We will also send you a private message so we can gather more information and hopefully provide an amicable resolution.
Kind Regards,
American Residential Warranty
We are sorry to learn that your are not satisfied with your warranty coverage. Unfortunately, we are unable to locate a customer account with your name in Gatesville. If in fact you are an American Residential Warranty Customer and not with one of the many other warranty companies, we would very much like to review your claim and learn more about what happened.
Please reach out to our corporate customer care team and ask them to initiate a review. We will also send you a private message so we can gather more information and hopefully provide an amicable resolution.
Kind Regards,
American Residential Warranty
Mar. 6th, 2019
REGINNA M HALL Columbia, SC
I started out thinking what a great deal when purchasing this home warranty but I will most likely go back to American Home Shield as soon as my issue is resolved. If it ever gets resolved. I called in a work order for my dryer not working. The company contracted came 3 WEEKS AGO and told me it was the door switch or door latch that was the issue. So I was told it would be in 3 or 4 days... week 1 NO response. I called in o week 2 and Cunningham Appliances said it should be in my Monday ( 3 days after my call.) Then NOTHING. I call back end of week two a d I am told by Cunningham Appliances he spoke with then and it was mailed and I should have it Saturday or Monday. Again nothing. I called American Residential who does call Cunningham Appliances and they tell ARW it's on back order AFTER he just told me the part was in the mail. Really. ARW tells me what Cunningham Appliances told them and I know it's a lie because Cunningham Appliances told me the part was in the mail and had been shipped. I have checked with 3 companies that make this part for my model number dryer and it's in STOCK. This service sucks and I will be calling in a complaint with the BBB and ARW today. After I get my dryer repaired or my $55 back I will cancel and return to American Home Shield.
6 years ago
Reply from ARW Home
Reginna,
We are very sorry to hear that you are having this experience and would like to do everything we can to get the issues resolved with the dryer claim. Hopefully we can turn this review into a 5 stars.
We have escalated this to our claims team and a supervisor will be reaching out to you.
Warm Regards,
American Residential Warranty
We are very sorry to hear that you are having this experience and would like to do everything we can to get the issues resolved with the dryer claim. Hopefully we can turn this review into a 5 stars.
We have escalated this to our claims team and a supervisor will be reaching out to you.
Warm Regards,
American Residential Warranty
Feb. 8th, 2019
Ashfaq Rehman Burlington, NJ
I called for Plumbing Repair work for my Bathroom and representative asked me the copayment of $55.00 which I had paid on phone. when they send the Plumber he assessed the issue and called American Residential Warranty company for Work Approval then I received the call from ARW that they do not cover this kind of plumbing work so I asked my co-payment refund and they denied to refund my copayment refund. why I pay the copayment for the service which I did not received. it is a worse company and their Customer service is so bad. now I am trying to reach their supervisor to talk about my refund but they transfer me from one place to another. Oh God help me to get my refund Back!!!!!
6 years ago
Reply from ARW Home
Hello Ashfaq Rehman,
We apologize about the issue you experienced when filing a claim. Please review the private message we have sent, so that we can review the claim and potentially come to an amicable resolutions.
Sincerely,
American Residential Warranty
We apologize about the issue you experienced when filing a claim. Please review the private message we have sent, so that we can review the claim and potentially come to an amicable resolutions.
Sincerely,
American Residential Warranty
Feb. 5th, 2019
C. KEMP Boca Raton, FL
We are familiar with Home Warranty Co’s and the good ones are worth having - That said, American Res Warranty in FL, were the Absolute Worst! Countless attempts to get a Rep to File a Claim. The 1 Rep we got didn’t listen to our issue, cutting us off by stating, “We don’t cover that issue”. It was ridiculous- We asked for a Supervisor. Waiting 1 year for that Returned Call! Of course we tried to call 37 times, 14 emails to every Dept to NO AVAIL. We tried to get a REFUND & still NO RESPONSE; NO CLAIMS CAN BE FILED; NO Coverage on ANY Claims when FINALLY reaching A REP; followed by, NONSTOP Harassing SALES CALLS BEGIN when the POLICY EXPIRES exceeding 12 PER DAY, ALL WEEK LONG until we threatened with our legal counsel. It was THE MOST RIDICULOUS waste of MONEY & TIME as they are ABSOLUTELY SCAMMERS. NO REFUND on Fraudulent Coverage we paid over $780 for and received NO SERVICE on valid covered items, NO RESPONSE FOR a SUPERVISOR to Review or Simply CALL US BACK. Also, PHONES SHUT DOWN midday when you attempt to call in a claim. The only time you’ll get through is on a SALES CALL.
6 years ago
Reply from ARW Home
Hi C. Kemp,
We apologize for the issues you encountered when filing a claim. We would value the opportunity to look further into your experience. We have sent you a private message so that can learn more. We look forward to speaking with you further.
Sincerely,
American Residential Warranty
We apologize for the issues you encountered when filing a claim. We would value the opportunity to look further into your experience. We have sent you a private message so that can learn more. We look forward to speaking with you further.
Sincerely,
American Residential Warranty
Feb. 5th, 2019
Bolanle Olawole New York, NY
Had a bad experience, about my plumbing issues. ARW could not provide me service provider for the plumbing issue i had. I had to look for someone to fix it. Expecting to be reimbursed ARW telling me my case has been closed without me been informed and my issues was not resolved. Secondly I was denied another plumbing issue could not get service provide for me I got one myself but was later told policy not covered ( looking for stuffs to say so as not pay for the service), my filing claim fee was not refunded since the service was not rendered.
2 years ago
Reply from ARW Home
Hello Bolanie,
Thank you for your feedback. Unfortunately, your issue was denied because it was not covered by our terms and conditions. You still have a lot of coverage for any other issue that you may have. We apologize for any inconvenience that this situation might have caused you. If you have any questions or concerns, please contact us back at 888-808-8886 or email us at customerinfo@arwhome.com.
Sincerely,
ARW Home Services
Thank you for your feedback. Unfortunately, your issue was denied because it was not covered by our terms and conditions. You still have a lot of coverage for any other issue that you may have. We apologize for any inconvenience that this situation might have caused you. If you have any questions or concerns, please contact us back at 888-808-8886 or email us at customerinfo@arwhome.com.
Sincerely,
ARW Home Services
May. 29th, 2023
Amar Dwarka Austin, TX
I had an issue with my HVAC unit and the vendor that ARW sent out was quoting a fix of $4500. ARW would not fix this even though I purchase the A/C advantage and we're only willing to cut me a check for a fraction(~10%) of the amount. I got a second opinion from another vendor who I have used before on the HVAC unit and come to find out it only cost $1200 to fix and had to pay for this out of my own pocket. Not sure if this insurance is living up to the promise that they originally sold me on.
2 years ago
Reply from ARW Home
Hi Amar,
Thank you so much for taking the time to share your review. We opened an immediate investigation with our claims department to get relevant information about your concerns. A supervisor from our claims department contacted you and explained the details of the claim but if you have any more questions or concerns, please contact us at 888-808-8886.
SIncerely,
ARW Home Services
Thank you so much for taking the time to share your review. We opened an immediate investigation with our claims department to get relevant information about your concerns. A supervisor from our claims department contacted you and explained the details of the claim but if you have any more questions or concerns, please contact us at 888-808-8886.
SIncerely,
ARW Home Services
Feb. 17th, 2023
April Simpson Fayetteville, NC
I will no longer recommend them. I have had 2 bad service experience. The 2nd one has taken the cake. My toilet was clogged and plunging it was doing nothing. Place a service request and after 9 days of no one coming I called ARW and they told me to either wait until their Service contractor comes out or hire one myself and get reimbursed. I hired Root Rooter who cleared the clog and now ARW won't reimburse me unless I tell them what caused the clog. Very humiliating for me to tell them a large stool got stuck.
3 years ago
Vincent Rawlings Reisterstown, MD
I recently filed a claim for my boiler system paid the deposit service charge and was told someone will be out to my house between 8am to 5pm, I should have suspected that it was phony! No one never showed up or even called to say that they were not coming. I took of from work lost pay. When I called to speak to a supervisor to remy the situation they never called me back! WORST EXPERIENCE EVER I WILL NEVER do business with them again I canceled my policy asap!! Save yourself the time and headaches!!
3 years ago
Dade Sherman Smithfield, NC
This is one of the worst companies I have dealt with. I turned in two (same) invoices for $300.00. They never paid and I spent 15 plus hours on the phone with them. Do NOT use this company. I tried for 3-4 months to get the $300.00 and they gave me the run around. Do not waste your time with them. I canceled BOTH of my policies! GOOD RIDANCE AND GOODBYE!!!!!!! I PAID THE $300.00 OUT OF MY FUNDS!!!!!!
3 years ago
Reply from ARW Home
Hi Dade,
We apologize for the unfortunate experience you describe above. Please forward an email to claims@arwplans.com so we may review your claims experience and a member of the Corporate team will reach out to you directly to discuss the outcome of the review. We thank you for your feedback so we may review our business processes.
Sincerely,
ARW Home Services
We apologize for the unfortunate experience you describe above. Please forward an email to claims@arwplans.com so we may review your claims experience and a member of the Corporate team will reach out to you directly to discuss the outcome of the review. We thank you for your feedback so we may review our business processes.
Sincerely,
ARW Home Services
Jan. 21st, 2022
Rose Watkins Evergreen Park, IL
I have been with American Residential Warranty for a number of years. The service call I put through the first part of November has not been resolved. Refrigerator not working probably food going bad. ARW giving me the runaround. The service department told them they couldn’t fix it. They still giving me the runaround, I have throw away so much food. Couldn’t have a Typical Thanksgiving Dinner or Christmas Dinner. Food would go bad. My opinion ARW has went down hill when taking care of the customer. It is now January 3 2022 still waiting on a resolution.
3 years ago
Reply from ARW Home
Hi Rose,
Thank you for reaching out to ARW Home. We deeply apologize for the unfortunate experience you have described above. We are working with our Claims Department to review and determine a resolution for you in the immediate future. Please direct all inquiries to our Corporate Escalations team via claims@arwplans.com so we may also expedite any future requests. A member of our Corporate team will be reaching out to you shortly to discuss your experience further. We value you, as a customer and hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services.
Thank you for reaching out to ARW Home. We deeply apologize for the unfortunate experience you have described above. We are working with our Claims Department to review and determine a resolution for you in the immediate future. Please direct all inquiries to our Corporate Escalations team via claims@arwplans.com so we may also expedite any future requests. A member of our Corporate team will be reaching out to you shortly to discuss your experience further. We value you, as a customer and hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services.
Jan. 5th, 2022
Karen Jensen Mission Viejo, CA
My ice maker leaks. My freezer door is frozen shut and is very difficult to use. Yet I’m told it’s my responsibility to pay for repairs to the door after paying the premium for 10 months without using the warranty and $55 to open this claim! The customer service person, Monica, was rude, slow to respond and very difficult to understand. I felt brushed off rather than assisted. Plus she would not allow me to speak to a supervisor!
4 years ago
Reply from ARW Home
Hi Ms. Jensen,
We apologize for the unfortunate experience you describe above. Please forward an email with your policy address and phone number so we may look into your claim and complete a full review. Once we have verified your account, a member of our team will reach out to advise of the status of the review. We hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services
We apologize for the unfortunate experience you describe above. Please forward an email with your policy address and phone number so we may look into your claim and complete a full review. Once we have verified your account, a member of our team will reach out to advise of the status of the review. We hope to have the opportunity to turn your experience around.
Sincerely,
ARW Home Services
Sep. 20th, 2021
Denise Gaskins-Pena MA
They contracted a plumber to fix my disposal. The contractor informed me there were rocks blocking my disposal from working. He couldn't fix it!! They didn't have any other contractors!! I had to wait a month to get my $55 credited and then American Home Warrenty charged me $10 over my regular monthly payment when they had Covid-19 lower prices, WOW. Customer service does not exist.
4 years ago
Dan Whitaker Eagle Mountain, UT
Absolutely TERRIBLE. I've been on hold for HOURS over the last 5 days trying to get them what they promised to do and what I pay $200 per month for. They don't answer emails, texts, phones or anything. And they have 11 phone numbers -- I've tried them all multiple times. Just trying to get a water heater replaced. The Service Provider looked at it and they've been trying to get hold of ARW too. HORRIBLE service, horrible response.
5 years ago
Reply from ARW Home
Hello Dan,
Our apologies for any inconvenience you may have experienced, our records show you have made contact with the claims office. Please feel free to send us a direct message or reach out to our corporate office as we would be more than happy to assist.
Sincerely,
American Residential Warranty
Our apologies for any inconvenience you may have experienced, our records show you have made contact with the claims office. Please feel free to send us a direct message or reach out to our corporate office as we would be more than happy to assist.
Sincerely,
American Residential Warranty
Sep. 22nd, 2020
Marisol Los Angeles, CA
You guys are the worst home warranty. When I call for claim every time you have to know the model and Serial number of the product and most time you say it’s not in your system. The company’s you send out do not do there job or do not come out to check the product. You guys take advantage of people and don’t give the right Reimbursement back. Cause you say the older the product is the less reimbursement you get back.
5 years ago
Reply from ARW Home
Hello Marisol,
We apologize for any inconvenience you may have experienced. We would greatly appreciate the opportunity to turn your experience around and look into this issue. Please send us a direct message with any details from the claim such as claim number, approximate date of claim placed, etc. as we would be more than happy to initiate a full review. We look forward to hearing from you.
Sincerely,
American Residential Warranty
We apologize for any inconvenience you may have experienced. We would greatly appreciate the opportunity to turn your experience around and look into this issue. Please send us a direct message with any details from the claim such as claim number, approximate date of claim placed, etc. as we would be more than happy to initiate a full review. We look forward to hearing from you.
Sincerely,
American Residential Warranty
Jul. 23rd, 2020
loretta aguilar Portales, NM
I called them to come work on my air conditioning and they put free on in it but they did not pay but maybe a 4th of what it cost so I payed more out of pocket plus a 55 dollar service fee and the people they came out fixed it told me I should go with a different company cause they have had a lot of complains about them. When I called to cancel policy they said they didn't having think saying I canceled so they still charged me again cannot get money back called 3 times everyone says something different.
5 years ago
Reply from ARW Home
Hello Loretta,
We apologize for any inconvenience you may have experienced. We would greatly appreciate the opportunity to turn your experience around and look into this issue. Please send us a direct message with any details from the claim such as claim number, approximate date of claim placed, etc. as we would be more than happy to initiate a full review. We look forward to hearing from you.
Sincerely,
American Residential Warranty
We apologize for any inconvenience you may have experienced. We would greatly appreciate the opportunity to turn your experience around and look into this issue. Please send us a direct message with any details from the claim such as claim number, approximate date of claim placed, etc. as we would be more than happy to initiate a full review. We look forward to hearing from you.
Sincerely,
American Residential Warranty
Jul. 10th, 2020
Ethan Verhagen South Holland, IL
This company is messed up! I made a claim after 45 days my ceiling fan broke, they said someone would call in 48 hours, no one did. I called and they said to go to lowes web site and pick it out up to 150. no one called again then they called and said call lowes directly and they have an installer to put it in. later the next day they said they denied the claim? then I called about my A/C they gave me a company that is out of business with a bad number? then they transferred me and I have been on hold for 45 minutes no answer yet. don't use this company!
5 years ago
Reply from ARW Home
Hello Ethan,
We apologize for any inconvenience you may have experienced. We would greatly appreciate the opportunity to turn your experience around and look into this issue. Please send us a direct message with any details from the claim such as claim number, approximate date of claim placed, etc. as we would be more than happy to initiate a full review. We look forward to hearing from you.
Sincerely,
American Residential Warranty
We apologize for any inconvenience you may have experienced. We would greatly appreciate the opportunity to turn your experience around and look into this issue. Please send us a direct message with any details from the claim such as claim number, approximate date of claim placed, etc. as we would be more than happy to initiate a full review. We look forward to hearing from you.
Sincerely,
American Residential Warranty
Jul. 10th, 2020
