Name: ARW Home
Rating: 4.1

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James Whalen Owings Mills, MD

A plumber responded to repair the water heater. He arrived early, explained the problem, repaired the water heater very quickly. I was totally satisfied with the service I received.

5 years ago

Reply from ARW Home

Hi James,
Thank you for the kind review. We are pleased to hear that your issue was repaired and that you had such a great experience with our company. 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

Mar. 22nd, 2019

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Eric Kelsick Jacksonville, FL

Issue with our AC Unit was a disappointment, but eventually resolved. Our unit capacitor and switch was failing but identical parts were not available. The result was the payment on the depreciated value of the unit. Unfortunately the follow-up was not long and required our persistence with both the service provider and warranty company.

5 years ago

Reply from ARW Home

Hi Erick,
Thank you for the kind review. We are pleased to hear that your AC was repaired and the issue resolved. If there's anything that we could do, please let us know. Feel free to give us a call if you need further assistance. We look forward to continuing to provide warranty protection for your home.

Sincerely,
American Residential Warranty

Mar. 18th, 2019

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Gary Maxwell Yorba Linda, CA

I was happy that I chose ARW to insure my appliances and so forth. Repair service is punctual and timely. Customer service was polite, knowledgable, and compassionate. And I have saved money this past year with a service and a service replacement. I recommend them highly.

5 years ago

Reply from ARW Home

Hi Gary,
Thank you for the kind review. We are pleased to hear that your issue was repaired. 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

Mar. 12th, 2019

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William Short Spencerville, OH

Fast curtious service provided by a polite and fully knowledgeable technician. I would very strongly recommend this insurance for all households. Billing and coverage was very reasonable.

5 years ago

Reply from ARW Home

Hi William,
Thank you for the kind review. We are pleased to hear that your have such a great experience with our company and our technicians. 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

Mar. 12th, 2019

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Aritha Merrick

I am so very glad I purchased the ARW warranty. My washer stopped working, I called ARW the sent a tech out and it had to be replaced. ARW worked very quickly to get me a replacement

5 years ago

Reply from ARW Home

Hi Aritha,
Thank you for the kind review. We are pleased to hear that you're enjoying your brand new washer from our replacements department. 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

Mar. 4th, 2019

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Mattie Allen Tucson, AZ

I have been with ARW since 2010, and I am very happy with the company. One of the last experiences was replacing my garbage disposal. I called ARW and had a replacement disposal in a matter of a few days.

5 years ago

Reply from ARW Home

Hi Mattie,

We greatly appreciate your business and value the opportunity to be your home warranty company. We're thrilled to hear your garbage disposal replacement with Lowe's met your expectations! We look forward to assisting you in the future.

Sincerely,

American Residential Warranty

Mar. 14th, 2019

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delores Chicago, IL

My 1st experience was very disappointing. I needed someone to look at a furnace, but couldn't get anyone right away. It was during a cold period, and the tenants were a bit cold for longer than I thought was necessary. My 2nd experience was much better, a stove repair that went very well

5 years ago

Reply from ARW Home

Delores,
We're sorry to hear about your first experience. We do our best finding the technicians ASAP to take care of our customer's claims. We're glad to know that your second experience was positive. 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

Feb. 18th, 2019

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Anastasiia Hollywood, FL

Updating my previous negative review: Even though it took me quite some time and nerve to get through to someone capable of solving the problem, the ARW has eventually purchased a new dryer and apologized for the conduct of their contractor. We are now satisfied with the service provided.

5 years ago

Reply from ARW Home

Hi Anastasiia,

We again apologize for the experience you had on your recent dryer claim. Our records indicate we were able to resolve the issue and come to a amicable resolution. We value you business and look forward to the continued opportunity to protect your home.

Sincerely,

American Residential Warranty

Feb. 5th, 2019

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Barry

We would have given five stars, however, when we needed a dishwasher repair, it took almost two weeks to get a technician to the house. ARW advertised and promised service repair within 48 hours. Albeit it was a holiday week, we had a house full of visitors from out of state and yes...we had to wash dishes by hand.

5 years ago

Reply from ARW Home

Barry,
Thank you for the review and we are sorry to hear about the delay in service. We will alert our contractor relations department if the issue to ensure faster service next time. If there is anything else we can do, please let us know.
Sincerely,
American Residential Warranty

Feb. 13th, 2019

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Destiny Atlanta, GA

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

5 years ago

Reply from ARW Home

Hi Destiny,

We apologize for the issues you experienced on your recent service request.

We have sent you a private response so that we can learn more about your experience and make sure your claim was adjudicated properly.

Sincerely,

American Residential Warranty

Feb. 5th, 2019

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Ron Moore Charlotte, NC

I customer rep that I spoke with was very attentive and listened to my concerns. She then proceeded to understand what my point of view was and offered value to retain me as a valued customer.

9 months ago

Reply from ARW Home

Hello Ron,

We appreciate your kind words! You are a valued customer indeed! If you have any questions or concerns, please contact us at 888-508-8886 or email us at [email protected].

Sincerely,
ARW Home Services

Jul. 7th, 2023

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Marie

Good morning! I have had issues with billing due to a system glitch that canceled my account. I spoke to Ronald from the billing department this morning, a very knowledgeable and courteous gentleman. With patience, he checked the account, confirmed what I suspected and gave me peace of mind.

1 year ago

Reply from ARW Home

Hi Marie,

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

Sincerely,
ARW Home

Feb. 17th, 2023

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Beau Cooper Atlanta, GA

They've generally been great to work with. It's not been too much of a struggle anytime I've had to make a claim. Their agents have all been friendly and I've been able to communicate with them fine, even any who did not speak English as their first language.

1 year ago

Reply from ARW Home

Hi Beau,

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

Sincerely,
ARW Home

Feb. 17th, 2023

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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.

1 year ago

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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Audrey Macfarlane Dallas, TX

I love my home and I wanted a good service to protect it once I actually moved in. American residential warranty had good reviews and great prices, so I gave them a shot. My rates have stayed the same and there were no hidden fees, I'm grateful for them and I have a peace of mind now with the warranty being in place.

2 years ago

Reply from ARW Home

Hi Audrey,

Thank you so much for your feedback. We are so pleased to have the opportunity to continue protecting your home. We would love the opportunity to reach out and discuss your positive experience further with you. Please send an email to [email protected] with your policy and best contact phone number or address and a member of our Corporate team will be happy to reach out to you directly. We look forward to hearing from you and wish you all the best in your future endeavors.

Sincerely,
ARW Home Services

Jan. 28th, 2022

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Verified Customer

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Ed Serpa

They do what they say they will do, and they are easy to talk to, and ask questions of.

3 years ago

Reply from ARW Home

Hello Ed,

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

Oct. 13th, 2020

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Verified Customer

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Gadisa Robi South Sioux City, NE

Because I got the best service and I trust them based on the service they provide me so far.

3 years ago

Reply from ARW Home

Hello Gadisa,

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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Verified Customer

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Bobby Billips

I've been a customer for 14 years, when I needed something fix they got it done.

3 years ago

Reply from ARW Home

Hello Bobby,

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

Jul. 27th, 2020

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Verified Customer

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Mrs. Alexander

I have been with them a number of years and they have not failed me yet. They are fair and they get the job done.

3 years ago

Reply from ARW Home

Hello Mrs.Alexander,

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

May. 26th, 2020

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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.

11 months 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 [email protected].

Sincerely,

ARW Home Services

May. 29th, 2023

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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.

1 year 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 [email protected] 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

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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.

2 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 [email protected] 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

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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.

2 years ago

Reply from ARW Home

Dear Valued Customer,

We apologize for the unfortunate experience you describe above, Please forward an email to [email protected] 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

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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.

2 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

Jan. 21st, 2022

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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.

2 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 [email protected] 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

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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.

2 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

Jan. 10th, 2022

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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

2 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

Dec. 30th, 2021

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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.

2 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

Dec. 21st, 2021

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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.

2 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 [email protected]. We wish you all the best in your future endeavors.

Sincerely,
ARW Home Services

Oct. 8th, 2021

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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!!!

2 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 [email protected] 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

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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.

2 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 [email protected] 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

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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 !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

2 years ago

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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!

2 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

May. 26th, 2021

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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.

2 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 [email protected] 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

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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

3 years ago

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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.

3 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

Dec. 14th, 2020

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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.

3 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

Oct. 20th, 2020

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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.

3 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

Sep. 29th, 2020

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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.

3 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

Sep. 29th, 2020

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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.

3 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

Aug. 11th, 2020

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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.

3 years ago

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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!

3 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

Jul. 15th, 2020

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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

3 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

Jun. 11th, 2020

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Morris Evans Stone Mountain, GA

My air conditioning motor stop working on a hot Sunday. I called thinking I would have to wait a couple days, but they had a guy to come out the same day

3 years ago

Reply from ARW Home

Hello Morris,

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. 3rd, 2020

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Alisa Madden Vancleave, MS

They are friendly and professional. They take care of the claim from start to finish and even follow up to make sure the service provided was exceptional.

4 years ago

Reply from ARW Home

Hello Alisa,

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

Apr. 9th, 2020

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Cheryl Steele Great Falls, MT

I contacted them to repair my microwave and even though the tech didn't have the right parts at the time he ordered them and completed the task as soon as they came in.

4 years ago

Reply from ARW Home

Hello Cheryl,

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

Mar. 30th, 2020

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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.

4 years ago

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Margaret Mansfield, OH

Our experience with American Residential has been great. We recommend them to all our friends. Would not have any other warranty comp. very easy to deal with.

4 years ago

Reply from ARW Home

Hello Margaret,

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

Jan. 29th, 2020

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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

4 years ago

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James Croft Webb, MS

We never had no problems with this company. When we call, a representative set us up with a repair company near our area. So, we are satisfied with our services.

4 years ago

Reply from ARW Home

Hello James,

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

Jan. 3rd, 2020