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ARW Home Reviews

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6.6

Overall Score

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Star Rating

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4.1

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483 Reviews

Review Breakdown

5 grade

64%

4 grade

16%

3 grade

3%

2 grade

1%

1 grade

17%

Sentiment Criteria

Value

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Quality

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Service

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Trustworthiness

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Jenkins Covington, GA

The service is excellent, everything was smooth and quick, points taken away because I was guaranteed a rate for the life of my policy which went up 18 months later. I was told it was just the way of the world and I couldn't do anything about it....but they apologized

5 years ago

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Reply from ARW Home

Hello Jenkins,

Thank you for the kind review. We are pleased to hear that you have been satisfied with our services. Please do not hesitate to reach out should any future need arise as we are always happy to assist. We look forward to continuing to provide services for your home warranty needs.

Sincerely,
American Residential Warranty

Jun. 2nd, 2020

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MT Stockbridge, GA

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.

6 years ago

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Reply from ARW Home

Hello MT,

We apologize for any inconvenience you may have experienced. Based on our records, it looks like you have been in communication with one of our claims supervisors who have escalated your claim and have been working on an emergency dispatch. Please feel free to reach out with any further inquiries.

Sincerely,
American Residential Warranty

Oct. 2nd, 2019

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Monica Larkins-Black Marietta, GA

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.

6 years ago

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Reply from ARW Home

Hi Monica, Thank you for bringing this issue to our attention. We reached out to Latino Heating and Air and determined that they payment has been satisfied by The Warranty Group. We apologize for placing you in an awkward situation, and appreciate your honest feedback. Please let us know if we can be of further assistance in the future. Sincerely, American Residential Warranty

Apr. 22nd, 2019

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TJ Charlottesville, VA

Spoke to Diana today to change my automatic payment method for my two accounts. She was very courteous and told me that both accounts were updated. After confirming my email address, I asked if she could send a confirmation email. She said she couldn't, but if I responded to this survey request, I'd receive a $15 discount on my next payment cycle. This was the first experience I've had with ARW Customer Service so we'll see. If the payment methods successfully transferred as requested and the $15 discount shows up in the next 90 days, I'll return to this review and raise my star rating. My only complaint so far is that ARW doesn't have a website that current customers can log into and review their purchased coverage in detail and manage their account and payment methods.

2 years ago

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Reply from ARW Home

Hi TJ,

Your feedback is highly appreciated. Thank you so much for the review!

Sincerely,
ARW Home

Feb. 17th, 2023

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Ryan Blair Trenton, MI

They started out extremely unwilling to assist me. I was pushed from person to person. Never taking responsibility.

5 years ago

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Reply from ARW Home

Hello Ryan,

Thank you for the kind review. We are pleased to hear that you have been satisfied with our services. Please do not hesitate to reach out should any future need arise as we are always happy to assist. We look forward to continuing to provide services for your home warranty needs.

Sincerely,
American Residential Warranty

Aug. 7th, 2020

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Jeri Higgins

BECAUSE IT'S ALWAYS A CHALLENGE TO FILE A CLAIM AND IT TAKES LONGER THAN COMMERCIAL THEY SHOW ON TV

4 years ago

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Reply from ARW Home

Hello Jeri,

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. 8th, 2020

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wealtha deakings Pueblo, CO

This insurance was ok until my washer broke down and I discovered it wasn’t covered. When I bought this plan I thought it was included. I terminated my insurance and went with AMERICAN Home Shield.

3 years ago

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Linda Graham Indianapolis, IN

Hard to submit claim. Would be easier to submit online and time efficient

5 years ago

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Reply from ARW Home

Hello Linda,

Thank you for the feedback. Please visit our website to access the ability to file claims online and feel free to let us know if there's anything we can do to assist.

Sincerely,
American Residential Warranty

Aug. 17th, 2020

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Linda Upper Marlboro, MD

I'm paying monthly & still have to pay a fee for the service

5 years ago

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Reply from ARW Home

Hello Linda,

Thank you for the feedback. Service fees are only charged per occurrence and not a recurring fee. Please do not hesitate to reach out should any future need arise as we are always happy to assist. We look forward to continuing to provide services for your home warranty needs.

Sincerely,
American Residential Warranty

Jun. 2nd, 2020

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Johnnie Williams Leesville, SC

Took to long to get someone to my resident

5 years ago

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Reply from ARW Home

Hello Johnnie

We apologize for any inconvenience you may have experienced. Please send us a direct message with any feedback that you may have from the claim as we would love the opportunity to improve our service and also initiate a full review to see if we can assist any further. We look forward to hearing from you.

Sincerely,
American Residential Warranty

May. 11th, 2020

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Lou Pittsburgh, PA

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

4 years ago

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Frank A LoPiccolo

Still have not received confirmation on my purchase

6 years ago

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Wileda Tulsa, OK

Good service, but slow getting contractors to make repairs.

6 years ago

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Reply from ARW Home

Hello Wileda,

We are pleased to hear that you have a positive outlook on our services. We do apologize for any inconvenience you may have experienced with technician delays. If possible, please send us a private message with details of the negative experience so that we may initiate a full review.

Sincerely,
American Residential Warranty

Jun. 17th, 2019