ARW Home
$100 Off + 6 Months FREE Ultimate Electronics Protection
4.1
6.9
Overall Score
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LAST UPDATED: May 23rd, 2023
ARW Home, formerly known as American Residential Warranty, is a national company that serves customers in all 50 states. The company's suite of products includes home warranty plans, electronic protection plans, and home security systems. ARW Home aims to give customers peace of mind and customizable service options. The company has partnered with AmTrust Financial, ADT, AIG, and Asurion to provide customers with a variety of services. The company was founded in 2008 and is headquartered in Boca Raton, Florida.
The Good
- Nationwide Coverage
- Plan Options
- 24/7 Contact
- Flexible Contractors
- Customer Service
- Sample Contract
Nationwide Coverage
ARW Home covers all of the United States. Some home warranty companies only serve a restricted geographical region, so it's convenient for consumers that they can receive coverage regardless of where they live in the United States.
Plan Options
ARW Home offers four plans that vary in coverage and cost:
- Ultimate Electronics Protection — $24.99 per month
- Kitchen Plus — $39.99 per month
- Platinum Premier — $64.99 per month
- 4-in-1 Bundle — $129.99 per month
24/7 Contact
Customer representatives for ARW Home are available 24 hours per day, 7 days a week, all year long. This is a necessity when customers have an unexpected emergency in the middle of the night or on holidays.
Flexible Contractors
ARW Home allows customers to pick their own contractors to conduct their repairs. All a customer has to do is call ARW Home and inform them that they would like to use their own contractor. The contractor will then need to contact ARW Home to gain authorization for the repair. This is rare within the home warranty industry, as most home warranty companies only allow customers to use their own affiliated technicians.
Customer Service
In addition to the ability to file a claim 24/7 via phone, ARW Home shows a commitment to customer service by allowing customers in select states to file a claim online. The service provider also responds to many customer reviews.
Sample Contract
ARW Home has sample contracts available online for customers to review typical coverage terms for service. This is a benefit because many complaints against home warranty companies involve unfair claim denials. ARW Home providing a service contract for potential customers lets them know what to expect from a warranty.
The Bad
- 30-Day Wait Period
- No Mobile App
30-Day Wait Period
ARW Home has a 30-day wait period before you can receive its home warranty coverage. This is to help protect the company against pre-existing conditions and to keep coverage costs down since ARW Home does not require appliance and system inspections.
No Mobile App
Unlike some other warranty companies, ARW Home doesn't have a mobile app to file a claim on the move. This could make the process for getting a repair less convenient, because some mobile apps also allow you to track your technician appointment and manage your account. However, for some customers, a mobile app is not necessary and they prefer to file a claim online or over the phone.
The Bottom Line
ARW Home is a home warranty provider that offers multiple payment plans and flexible options for preferred contracts and technicians. ARW Home's customer representatives are also available 24 hours a day year round, and it serves nationwide. Overall, ARW Home seems to be a legitimate company and deserves an honest look. If you're interested in reading what customers have to say about the home warranty provider, check out ARW Home reviews below.
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ARW Home Frequently Asked Questions
May I choose my own contractors with ARW Home?
Yes, you may choose your own contractors. All you need to do is let the claims representative know that you would like to use your own contractor and make sure that your contractor calls in for authorization prior to completing any repairs.
What makes ARW Home one of the best home warranty companies?
As an ARW Home customer, you experience excellent customer service, which is available 24 hours a day, 7 days a week. You can speak with a live customer service representative located in the United States. The company also provides immediate service for emergency issues, and it will respond to a request for service within 24–48 hours.
Customers can select their own service providers or choose between the company's larger network of licensed, pre-screened, and pre-qualified technicians.
The company does not have long-term contracts, so you may hold a policy for as little or for as long as you would like. ARW Home has an A+ rating with the Better Business Bureau, the highest rating the agency gives.
Does a home warranty with ARW Home cover TVs?
Having a TV covered by a home warranty largely depends on the plan you select from the warranty company. ARW Home now covers TVs with the Ultimate Electronics Protection Plan. All of your computing and home entertainment devices can now be protected under one plan — TVs, laptops, tablets, desktop computers, game systems, home theater systems, and so much more.
How does a home warranty work with ARW Home?
When a person purchases a home warranty, they are entitled to certain coverage as part of the policy. If a covered appliance or home system breaks down, such as your washing machine or your central heating system, you simply contact the warranty company, and it will arrange for a licensed, pre-screened, and pre-qualified technician to come to your home and assess the situation. If the issue is due to normal wear and tear or mechanical failure and is a covered item, then the appliance or system will be repaired or replaced within the terms and conditions of the plan. For covered repairs, the homeowner will only have to pay a nominal service fee.
Why is there a 30-day wait period with ARW Home?
The company has a 30-day wait period to help protect it from pre-existing conditions. This waiting period helps to keep plan costs down since ARW Home does not perform an inspection to determine the condition of your appliances and systems.
What does a typical home warranty with ARW Home not cover?
A home warranty can provide substantial protection for many appliances and systems within your home. Plans can be built and customized to allow homeowners to add a variety of items to their policy. Additional refrigerators, ice-makers, washers, dryers, pool, spa equipment, well pumps or additional heat/air conditioning units can be added. There are also additional options which cover electronics, sewer, water lines, and more.
A home warranty does not cover any items in the event of natural or man-made disasters that can cause major damage to a home and its mechanical systems. The warranty also does not cover events that a homeowners or flood insurance policy would cover, such as tornadoes, hurricanes, fires, floods, or theft. Warranty plans do not cover the physical structure of a home or personal belongings that are inside the home. Please see the Terms and Conditions for full coverage details including all exclusions and limitations.
What is a home protection plan?
A home warranty plan helps protect a homeowner from the high costs of unforeseen mechanical failures of their covered appliances and home systems. The plan provides licensed, prescreened, pre-qualified service technicians to assess the situation. A home warranty plan will also help contribute towards any needed repairs or replacements if a mechanical breakdown is due to normal wear and tear.
What is a trade service fee?
When you request a repair, you pay a trade service fee. The fee is the deductible for that service call. Please see your declaration of coverage for the amount of your trade service fee, or ask a customer support representative. For example, if you need both your air conditioner and your interior electrical system repaired, a trade service fee will be incurred for each repair needed (i.e., an HVAC technician and an electrician).
Is there a contract with ARW Home?
There are no long-term contracts involved. As a customer of ARW Home, you will not be locked into a plan. You can have your plan for as little or for as long as you’d like.
What happens if I sell my home?
A home warranty can help home buyers feel secure in knowing that they will be protected in the event of a sudden breakdown of an appliance or home system. When you sell your home, your home plan can be reassigned to the new homeowners. Certain plans require a $39 transfer fee. See the company's Terms & Conditions for details.
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Kari A Williams Cape Girardeau, MO
This company practices misleading advertising promises. Many CS reps are outsourced and barely understandable. Management is no better. If you want to wait 3 days minimum for service, and another week for a part, this is the company for you. I only had to use them twice for relatively minor repairs, and this happened both times. I had to threaten them with a lawsuit in order to have my most recent premium returned to me.
5 years ago
Reply from ARW Home
Hi Kari,
We apologize for the issues you experienced when placing a request for service with ARW on your Ice maker and Dishwasher. We do our best to provide the fastest service possible to our customers, however there may be limited times our vendors do not have same or next day availability in the event of non-emergency claims. In addition, each vendor may not have specific parts stocked depending on the type of failure and brand of the appliance. In these instances, parts must be ordered and shipped second day air to the vendor. Our records do indicate these claims were completed and and your last premium refunded to your account.
We appreciate your business and value your feedback. Please let us know if we can be of assistance in the future.
Sincerely,
American Residential Warranty
Feb. 4th, 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.
4 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
Feb. 5th, 2019
Verified Customer
Review Source
LTC Ron Hartley
False ,misleading , deceptive business practices
4 years ago Edited September 14, 2021
Reply from ARW Home
Hi Mr. Hartley,
We apologize for issues you recently experienced. Our records indicate that you spoke to a member of our customer care team and the issue with the microwave was resolved amicably. We appreciate your business and value the opportunity to be your home warranty company.
Sincerely,
American Residential Warranty
Feb. 5th, 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!!!!!
4 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
Feb. 5th, 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.
4 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
Feb. 8th, 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.
4 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
Mar. 6th, 2019
Demetria Hanks
Horrible company horrible customer service they have no integrity and they do not stand by what they sold to me
4 years ago
Reply from ARW Home
Good Afternoon Demetria,
Thank you for bringing this concern to our attention and we are sorry to learn that your are not fully satisfied.
We just made an attempt to reach you by phone and left a voicemail. We have initiated a full review of the claim by our claims administrator. Once that is completed, hopefully tomorrow, we will be reaching out to you again. It is our goal to reach an amicable resolution.
Again thank you for bringing this to our attention and we look forward to speaking with you.
Kind regards,
American Residential Warranty
Mar. 4th, 2019
Elizabeth Tampa, FL
Our washing machine broke. The ARW repair people sent someone out to fix it who charged $350 for a “repair” and then said it was unrepairable. So, instead of getting a check for $500 as we should have to get a new washer, we only got $150. If the washer could not have been fixed, time, money and parts never should have been ordered.
4 years ago
Reply from ARW Home
Lisa,
It was a pleasure speaking with you this morning. I we discussed, i will be researching this claim and hopefully providing an amicable resolution.
Kind regards,
American Residential Warranty
Mar. 22nd, 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!
4 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
Apr. 2nd, 2019
Coleen F Joseph Sugar Land, TX
I would not recommend this company to any one looking for a home warranty company, they only fix small appliances, I been with this company a minute my heater went out on my central unit 7 days passed I got the runner around on the 8 day they called and said they would buy me out for 700 they never told me anything about buying me out they are a big rip off I will be getting with the better business bureau please don't sign a contract with them
4 years ago
Reply from ARW Home
Coleen,
We are sorry you are not fully satisfied with the outcome of the recent claim you filed with American Residential Warranty. Our goal is to provide the best experience possible. We have initiated a full review of your claims to see if there is more we can do.
Thank you for bringing this to our attention. When the review is complete we will reach out to your with an update.
Best Regards,
American Residential Warranty
Apr. 9th, 2019
Mrs. Bethley Douglasville, GA
DON'T DO IT!!! THEIR SERVICE SUCKS!
Purchased the platinum plan. Had a great buying exp. Now, fast forward to needing to use the service. My AC stop blowing, called arw, they sent out 3 different technicians in which each gave a different diagnosis and all 3 technicians ultimate goal was to sell me a new unit. My conclusion is arw has partnered with inexperienced companies that are money hungry and always looking for a big score in every customer. Needless to say, I canceled their service went with a new warranty company and my AC was repaired.
4 years ago
Reply from ARW Home
Mrs. Bethley,
We are very sorry to learn of this experience as this does not reflect how our company does business. We would very much like the opportunity to look into your claim further and provide some kind of resolution, but we are unable to locate a customer account with the information provided on this review. We will send you a private message to gather more information, determine if in fact you are a ARW customer and assist you properly. You can also send an email to for assistance or call 888-508-8886.
Best regards,
American Residential Warranty
Apr. 25th, 2019
L. Chormanski Middletown, NY
ARW has not answered a phone call in under two hours, today my claim was demied because I had to have plumber replace a leaking hot water heater and claim was mot opened in time. Last summer I had a umber they sent not show up and charged the plan $600 of work that was never completed. Be sure to call and wait on hold for two hours to have them okay you finding a tech before having work done or you will have claim rejected as well. Going to cancel in 30 days when my new plan with another company kicks in.
3 years ago
Reply from ARW Home
Hello L. Chormanski,
We apologize for any inconvenience you may have experience. Unfortunately, I am unable to locate your account given the information provided in this review. Could you please send us the name, address, and phone number associated with your account ? We would like to initiate a full review and see what we could do to help. We look forward to hearing from you.
Sincerely,
American Residential Warranty
Jun. 19th, 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.
3 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
Jul. 3rd, 2019
LORRAINE GASPAR Visalia, CA
Awful customer service! Horrible service providers. Take your money and provide horrible crappy service. NEVER DO BUSINESS WITHE THESE PEOPLE.
They said they would reimburse me and
the check is in the mail and it never came . CORRECTION: CHECK CAME OVERNIGHT AND I WAS REIMBURSED.
3 years ago
Reply from ARW Home
Hello Lorraine,
We have attempted to reach you by email/phone to help resolve any issues you may have experienced. At your earliest convenience, please reach out to us so that we can provide you with an amicable resolution. We appreciate the opportunity in advance.
Sincerely,
American Residential Warranty
Jun. 18th, 2019
Tracie Absecon, NJ
My central air conditioning went out ,it took almost a week for someone to come out to look at it. The service man came out said it needs a compressor, I was told the company that American warranty sent out, only works 2 days a week in my areas, we are in a heat wave, and it might take about a week or more them to get back out here. This is nonexcuseable . The service company that they sent out told me to go buy a window air conditioner, are you kidding me. This is ridiculous, bad business.
3 years ago
Sandra Griffin Washington, DC
I called for a dishwasher repair. It took three months of bad service and it still doesn't work. They sent Hevely Cool out to make the repairs and they said it was repaired then the first time I used it I found out Hevely Cool didn't replace a gasket and that caused water to leak out through the floor and caused water damaGED in my basement. Hevely Cool and American Residential Watranty both refused responsibility for the damage. Now I have more damage than I started with with no resolutions. I think they give Horrible service.
3 years ago
Reply from ARW Home
Hello Sandra,
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. 13th, 2019
Jon miller Brooklyn, NY
Denied claim, sent out a subpar service provider and the process is painfully slow. Let’s just say sales and claims aren’t exactly aligned. Most disapointing experience.
3 years ago
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.
3 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
Sep. 12th, 2019
Alexis Holmes Saint Ann, MO
My grandmother purchased this policy for her home. Not shortly after her air conditioner went out. She recieved estimates between $2800-$5000 to put in a new ac unit. She was offered $1100. Not enough to cover replacing it. She is an elderly woman on a fixed income and has been without her AC for over a week. She has repeatedly asked for a copy of the policy with no response. I suggest thinking twice before going with this company
3 years ago
Reply from ARW Home
Hello Alexis,
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
Sep. 18th, 2019
Michael Florence, AL
Very bad experience they do not do what they say your best friend until something tears up then look out .Get ready to stay on the phone all day Not worth it at all!
3 years ago
Reply from ARW Home
Hello Michael,
We apologize for any inconvenience you may have experienced. According to our records, a representative from the claims office contacted you about possible options that are in accordance with our terms and conditions. Please feel free to reach out should you have any further questions.
Sincerely,
American Residential Warranty
Oct. 2nd, 2019
Rick Tilander Antelope, CA
Our water heater started leaking so we called and 4 days later the plumber show’s up as they were just contacted today. Then we find out that this fine warranty company will only cover $300 of the bill leaving us to pay $1850! And that’s because the heater was 10 years old but even if it was a day old they would only cover $500 of the bill. And of course we didn’t know this until the job was half done. I hope this review convinces others who are considering this company encourages them to look elsewhere.
3 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.
3 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
Oct. 31st, 2019
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!
3 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
3 years ago
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.
3 years ago
George Nicholas Bragg Omaha, NE
Pipes burst in my basement called this company considering I'm paying for them on a monthly basis they told me they could not get anybody to my house until Monday then told me if I could get someone here they would reimburse me now they're telling me that if I don't give them $55 to start a claim or they won't pay for anything what kind of company is this need to have water and they refuse to do anything to help but yet want me to pay them for something I done by getting the contractor here
3 years ago
Linda Rural Retreat, VA
I have had three or four claims since taking out this warranty. Same thing, we have no one in your area to come out for repairs. After about three weeks and several calls, a check is sent to you for less than a third of what it cost to repair/replace anything. Those ads on TV are very, very deceptive. Nobody comes out on the same day. All lies, no one ever came to my house . The last straw came when they upped the claims service fee amount from $55 to $75, and increased the monthly rate by $6.50.
3 years ago
Reply from ARW Home
Hello Linda,
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
Mar. 24th, 2020
Michele Vilamarim San Mateo, CA
I got taken for $900. I was told by the sales woman oh we cover racks, rust. She was very deceitful she mentioned all these bells and whistles. I thought oh great I left American home shield what a fool I was. The customer service reps are so rude and the people that they send out are so nasty one man made me cry. I'm going back to American home shield The service is higher but now I see why.
3 years ago
Reply from ARW Home
Hello Michele,
Thank you for reaching out to us about your recent dishwasher claim. We apologize that you are not fully satisfied with this claim, however, at this time the dishwasher is not eligible for coverage as we do not cover physical damage, rust or mold. Upon further review of previous claim history, we do hope that we met your expectations on the ceiling fan claims and your interior electrical system claim. If we can be of further assistance on these claims, please do not hesitate to contact us directly.
Sincerely,
American Residential Warranty
Apr. 17th, 2020
Gene Glencoe, IL
Very poor customer relationship right out of the gates: two different agents called me in response to my request for quotes and both were very rude. They refused to send me detail information about plans referring to web site that does not provide sufficient information. One went as far as saying that if I do not understand computers it is not their fault. Never mind I am computer program developer and know that in well run company such information would be provided and it does not take much to generate email.
Very bad sale practice!
3 years ago
Reply from ARW Home
Hello Gene,
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 as we would be more than happy to initiate a full review. We look forward to hearing from you.
Sincerely,
American Residential Warranty
May. 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
2 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
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!
2 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
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!
2 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
Jul. 10th, 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.
2 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
Jul. 10th, 2020
wendy emert Roswell, GA
I have been calling for three days and no one answers the phone. I have been on hold listening to music for hours. Really.
2 years ago
Reply from ARW Home
Hello Wendy,
We apologize for any inconvenience, our records show that a member of our claims team has reached out to you directly to assist with filing claim. Please let us know if there's anything else we can assist with.
Sincerely,
American Residential Warranty
Jul. 15th, 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.
2 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
Jul. 23rd, 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.
2 years ago
Pratik Luhadiya Lancaster, SC
So takes them milliseconds to charge my card but 45-50 minutes to pick up the phone to file a claim...
2 years ago
Reply from ARW Home
Hello Pratik,
We apologize for any inconvenience you may have experienced but do see that two claims were filed on 7/18. Please let us know if you need any further assistance.
Sincerely,
American Residential Warranty
Jul. 21st, 2020
Milt Shefter Arlington, WA
Heating went out and now nearly two weeks later, no action.
Impossible to get through to either customer service or claims on weekends.
Limited telephone times on weekends results in cut of after waiting up to 2 1/2 hours.
Really bad customer service and no actions by claims.
AVOID THIS COMPANY-
M. Shefter
2 years ago
Reply from ARW Home
Hello Milt,
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
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.
2 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
Jul. 27th, 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.
2 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
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.
2 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
Sep. 22nd, 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.
2 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
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.
2 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
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.
2 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
Verified Customer
Review Source
Andrea Griggs
Completely deceitful. Charges multiple times per system and not for the problem. They itemize and charge for each thing. Buyer beware
2 years ago
Reply from ARW Home
Hello Andrea,
Thank you for providing your feedback. We apologize for any inconvenience you may have experienced, please send us a private message with more details regarding your experience and we would love to initiate a review to see if we can assist.
Sincerely,
American Residential Warranty
Nov. 24th, 2020
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.
2 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
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.
2 years ago
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
2 years ago
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
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
