ARW Home Reviews

My experience with our last claim has been a nightmare. We called in September 30, 2019 that A/C was out. Assigned to service provider with a 2 business day wait. Fine, called that provider on Wednesday to learn that they had immediately rejected the claim and was told that ARW would contact us. Really, the only way I found out about the rejection was from the service provider. Tried calling ARW on October 2, 2019, called 3 different times and was on hold each time for 30 minutes and never reached the dispatch department. Finally calls claims department and got a smart mouthed young lady who kept saying it's not my department. Asked for a manager and got Brittany who was very helpful. The customer doesn't care about departments, to them, you are ARW a company. Brittany tried reaching dispatch but no luck either. She explained that we could seek outside service and send in the invoice. It takes 30 days for the invoice review and mailing time for reimbursement check. It is 90 + degrees in GA and to be without air is a death sentence. Experiences like this make customers look for other servicing companies. You don't have to wait on our payments. We pay immediately the service charge up front and to get NO SERVICE is unprofessional and disgraceful. What do you plan to do for this customer with this horrible experience? By the way that young lady needs customer service training or placed in job that does not deal with people.

My experience for the most part has been a good one since I joined the American Residential team however it saddens me to find out that a service provider that I referred for myself and to this company did not have a good outcome. The service provider that I referred is Latino Heating & Air. They serviced me plenty of times when I used my previous home warranty Old Republic. I asked to use them again . I had good report with their front office personnel Sherri and their tech Felix. They submitted documents to AIG came out serviced me last summer for AC. Several months later I get a call from Sherri who stated she was not paid by AIG. She asked if I knew any contacts in your office to get resolved. I was sadden to hear this and stated no. She told me the only reason she came to my home was because I used them plenty of times when I was with Old Republic they knew me and I was a good customer. Sadly my AC went out last week and I was referred to another company . I called Latino Heating & Air and they advised since they did not get paid from AIG they would no longer be able to service me and they no longer work with your company. They advised me to be cautious working with this company. I do not like being in the middle of a business matter that went south with a service provider & a warranty company. I especially do not like to hear my name tarnished or affiliated with this type of scenario because as she stated I was one of their good customers. However, because of this incident because I am with AIG & not Old Republic and because they did not get paid they can no longer work with me. I do not know what went on behind the scenes but I do hope this was not the case. Nevertheless a good HVAC Company that I trusted in years past under previous warranty company I will no longer be able to work with because of that issue. I hope you read these surveys and I hope someone looks into this. This situation put me in a awkward position last October when she called me. That is not right. Thank you for hearing me out.

We never had a situation where we needed to file a claim .But the staff were always polite and professional.

Still have not received confirmation on my purchase

Good service, but slow getting contractors to make repairs.