ARW Home Reviews

Currently in the middle of trying to get my furnace replaced with American Residential Warranty. We had a contractor come out a month ago through American Residential Warranty to check out our furnace since it will blow heat into the house constantly no matter what temp it is. He said that our furnace is too old (1992) to get any parts and that it needs to be replaced. There has been a lot of correspondence back and forth between claims and the contractor, but nothing has happened since the contractor visited back on July 31st. My wife and I are trying to get this fixed before the end of summer, as we want a warm house for our 10 month old son.

I am very dissatisfied with the most recent service or shall i say "lack of service" from American Residential Warranty. I have had my warranty plan for with this company for a number of years and have not had to use them until recently. My most recent claim was for my hot water heater that went out on Sunday, I called Monday morning to set up a claim and schedule a technician. The person asked me for the serial number of the water heater. I said i did not have it. She then told me she had to process a procedure for a claim without serial number that would take "two days". I said what if i call back later with the number, and she said that I could do it but it would still likely take two days. That same evening I called back and gave the serial number, and the technician looked in the system and did not see a claim was filed, so he set up a new claim and i paid the technician fee. On Tuesday I did not hear from them, on Wednesday I called and spoke to a supervisor, she said she would escalate my claim and I was told that the company has a "new contract with them" to manage their calls and claims and their company has different procedures therefore the 48 hr is now a standard for things like water heaters, etc. Things like airconditioners etc they try to do same day. I did not call on Thursday, nor did i receive a call from them. I called back on Friday late afternoon, and let them know I did not receive a call, and she tried to explain, that I called Monday after hours eastern time so that day did not count, so i said what about Tuesday and Wednesday, did they count? She then checked my claim and said they could not find a technician - so If i wanted to find one, pay out of pocket they would reimburse me in 1-3 business days...now by now you know that they have 48 hr business days or something because their time and mine is not in sync... but i agreed. I asked about how much they would reimburse for parts and labor and she said American Residential is a "repair" company - not a repair/replacement company. I said I have never heard of a warranty company that was a repair only company!!! Anyway - the story is not over yet, we bought our water heater and it is being installed today Saturday. Lets see how they handle the claim!!!

This company does not deliver what's promised or sold. There are so many hidden things of what they will not cover...kind of typical for most warranty companies but I found Anerican Residential warranty of having a lot more. Also, they put money in buckets so only so much is allotted per area...refrigerator, plumbing etc. But it's not enough. Ie. I had minor plumbing issues where the cartilage needed to be replaced in 2 sinks & a shower. In the money allotted per year I only had enough to cover simple fixes for the shower & one sink. I'd have to pay out of pocket the other sink. That's ridiculous given the monthly amt paid ever month & the 55.00 deductible. Also my hot water heater burst. I could NOT get them to help me find a service tech to come out over the weekend. They said I'd need to wait until the next week JUST for them to provide me a tech name...this would mean it would take the plumber most likely another few days to get to my home. I would be without water bc I'd turn the water off since it was a gas hot water heater & then drained the tank to stop the residual damages. They were no help BUT told me I could find my own plumber & they would reimburse me. I pd 900+ for the new tank & labor. American Residential warranty only refunded 320 & said the allotted bucket only give 300 for hot water heater. Lastly, it is extremely difficult to get them on the phone. I've waited a few times more than 50 minutes

1, Company has no call-back feature for long wait times 2. Company website does not have an online claims component 3. The online site does not provide the complete account number which is requested by the claims department 4. Prior claims are difficult to reference for pertinent information

A lot more paperwork and waiting, followed by calling and waiting to receive our check.