Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company will say anything to get you to sign up, then not follow through with their promises. Before I signed up, I asked the folks multiple times if my HVAC claims would be denied due to a lack of regular maintenance. I was assured that this company "doesn't disqualify for lack of annual maintenance". Yet this is EXACTLY what they denied my claim for. They lie and won't deliver. The customer service is deplorable (practically nonexistent). They took my co-pay for the claim they denied and said it's "nonrefundable" even though they lied to me during sign up. It may be a policy of theirs that the co-pay is non-refundable, but because they lied at sign up they SHOULD refund the money!!

  Business Response

  Date: 05/27/2025

  ********, 
  
  Thank you for taking the time to share your feedback. Were sorry to hear about your dissatisfaction and appreciate the opportunity to address your concerns.
  
  At ARW, we aim to provide clear and honest communication. Regarding your HVAC claim, the service provider reported several issues with the system, including:
  
  - A clogged air filter  
  - Clogged coils  
  - Cut wires  
  - Missing condenser fan motor and blade  
  
  These conditions indicate a lack of maintenance and cleaning, and unfortunately, our coverage does not extend to missing parts or damage resulting from neglect, as outlined in your service agreement.
  
  We understand you were told that lack of annual maintenance alone would not disqualify a claim. However, in this case, the extent of the systems condition exceeded that threshold and involved multiple uncovered issues.
  
  Additionally, the trade service fee is non-refundable, as it covers the cost of opening the claim, regardless of the claim outcome. This is a standard policy and is disclosed during the enrollment process.
  
  That said, we were pleased to be able to assist you with your heating claim, which required the replacement of the Direct Spark Ignition Control Module. Were glad we could support you with that repair.
  
  If you have any further questions or would like to speak with us directly, please dont hesitate to contact our Customer Relations Team at **************. Were here to help.
  
  
  Sincerely,  

  ARW Home

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23366731
  
  I am rejecting this response because:
  

  I was incredibly straightforward in my disclosure of the age of my unit and the lack of maintenance, when I first called your company. Your employee was completely dishonest (just to get me to sign up). I've had it with all these home warranty scams. A different home warranty provider sent someone to service my HVAC, and I don't know what the heck he did before that home warranty program denied the repair (for lack of annual maintenance). That must be the reason for the cut wires and missing part. But the bottom line is your company was dishonest. I'm sure you are aware that you have a deplorable consumer rating online, so I imagine one more complaint means nothing to you. Rest assured that I will utilize all social media avenues, in a campaign to warn the public about home warranty programs, why they should avoid them completely, and what they can do instead saving themselves hundreds of dollars in the long run and receiving much better service and quality of repairs. Good riddance! 
  

  Sincerely,
  
  ******** ******

  Business Response

  Date: 05/28/2025

  We want to clarify that the denial was not based solely on a lack of annual maintenance. As you noted, the technicians findings included:

  A clogged air filter
  Clogged coils
  Cut wires
  A missing condenser fan motor and blade

  These issues go beyond routine maintenance concerns and fall under exclusions outlined in the terms and conditions of your service agreement. Based on these findings, the denial of the claim stands, as the conditions of the plan were applied appropriately.

  We understand this is not the outcome you were hoping for, and we regret any dissatisfaction this has caused. However, we must adhere to the terms of the agreement, which are designed to ensure fairness and consistency for all customers.

  If you have any further questions or would like to review your coverage in more detail, our customer service team is available to assist you at **************.

  Best regards,

  ARW Home

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23366731
  
  I am rejecting this response.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:05/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not want to renew with this company they do not cover the items they state that they cover, I cancelled renewal and the charged my credit card *******. I told them it was not to be renewed I sold my home, ******, said I would receive the refund ******* 7-10 business days but I only was credited ******. I want the full amount refunded back to my credit card.Thank You,***** ****

  Business Response

  Date: 05/20/2025

  Dear Ms. ***************** you for your feedback. We appreciate the opportunity to address your concerns regarding your recent cancellation and refund request.

  After a thorough review of your account and all recent recorded calls, we can confirm that there is no record of you requesting not to renew your plan. In fact, on May 2, 2025, a claim was submitted under your account, and the following day, you contacted us to cancel the plan. At no point during these interactions did you mention that you had sold your home or that you did not wish to renew your coverage.

  Despite this, we processed a partial refund. The amount refunded reflects the total paid minus the standard cancellation fee, which is outlined in the Terms and Conditions of your plan. This fee is non-refundable and applies to all cancellations.

  We understand that this may not be the outcome you were hoping for, but we hope this explanation provides clarity. 

  Sincerely, 

  ARW Home

  Customer Answer

  Date: 05/30/2025

  I sold my home and did not want to renew they charged my card and I want a full refund of ******* on my credit card, Thank You!  ***** Nash 

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23354787
  
  I am rejecting this response because:

  I sold my home and did not want to renew they charged my card and I want a full refund of ******* on my credit card, Thank You!  ***** Nash 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 05/30/2025

  We understand this is not the outcome you were hoping for; however, as previously explained, the cancellation fee is non-refundable and applies uniformly to all cancellations in accordance with the terms of the plan.

  Sincerely, 

  ARW Home

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spoke to their sales department and the ***resentative told me what a great company they are so I signed up. They deducted my first months payment out of my checking account immediately and sent me a confirmation that my policy would start in 30 days. What they didnt tell me before signed up was that if I have any claims within the first year theyre real low maximum on the benefits. I called to acquire on this and the ***resentative me that every year your limits go up, I asked how high and she said whatever they decided to raise them to. At this point, I decided I dont wanna be insured this company that they lied to me to start with so I asked to cancel my account and send me a refund. Then ***resentative tells they cant issue a refund for at least 30 days or more. I told him I was gonna ***ort it to the Better Business Bureau and I was gonna go on social media and she hung up. Two later I get a phone call from the same *** who said she talked to her supervisor and I was gonna have an immediate refund and that she would send me a confirmation of my Cancellation. I have never gotten a cancellation acknowledgment and my refund did not come in. This company is just a rip off. Im a seniorand I hate to be taking advantage of.

  Business Response

  Date: 05/07/2025

  *****, 
  
  
  All of our calls are recorded for quality assurance, and both the sales call and the customer service call have been reviewed. We found no evidence of a hang-up or any misinformation. You were informed that you have 30 days to review the policy, and if you see something you do not like, you can cancel and receive a refund.
  
  
  Since you paid with a checking account, we need the payment to clear before issuing a refund. This process can take 10 to 14 business days, and it is beyond our control. Your policy has been canceled, and once the payment clears, a check for $84.98 will be mailed to the address on file.
  
  
  We strive for transparency and regret any misunderstanding.
  
  
  Thank you for your feedback.
  
  
  Sincerely, 
  
  
  ARW Home

  Customer Answer

  Date: 05/07/2025

  I received my refund today, but I did not get a confirmation of my cancellation of my contract. I stand by my statement that this company is a rip off.

  Customer Answer

  Date: 05/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I hope I get a refund like promised, but I did not count on it because of the integrity of your company. I hope no other senior citizens get roped into thinking they have full coverage when you only give them a 10th of the coverage the first year. Stay clear folks theres other companies much better than this one. 
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning, I purchased my home on July 9, 2025. Included in the purchase was a one year home warranty through ARW. I filed a claim in December 2025 for my furnace. The tech ARW sent out to my home smelled of marijuana, barely looked at the furnace, and never filed a report. I was forced to hire my own contractor and deal with the ARW paperwork. I finally received an unsatisfactory settlement.On Monday, April 21, 2025, my hot water heater failed and flooded my basement. I called the same company that addressed my heating issues. Since Monday was a state holiday in ************* and the hot water heater failure was not discovered until late afternoon, I called ARW first thing this morning, April 22, 2025 to file a claim. ARW has refused to process the claim on the basis that I called a plumber before contacting them.I first spoke with ******* who agreed that my actions were completely reasonable, but refused to process my claim. I was later transferred to *******, then ****** who both refused to process my claim because I called the plumber before calling ARW.According to the policy, I am entitled to reimbursement of up to $1,500.00 for failure of a water heater. Due to the emergency situation, my actions were completely reasonable. I called a plumber and immediately got to work to get the water out of my basement. The situation was not resolved until well after dark. I called the warranty company first thing this morning to file my claim. I expect ARW to consider the emergency and my very reasonable actions and honor the claim.

  Business Response

  Date: 04/22/2025

  Thank you for bringing this matter to our attention, ******. We understand your frustration and would like to address your concerns regarding your recent claims.

  
  Regarding your furnace claim filed in December 2025, we submitted a complaint on your behalf on January 2, 2025. Before we could assign a new service provider, you requested to use your own contractor, which was approved. The outcome of your claim was in line with the terms and conditions, as explained to you on January 22, 2025.

  
  For your recent hot water heater claim, we acknowledge the emergency situation you faced on April 21, 2025. However, according to the terms and conditions of your plan, you must provide notice of failure and pay the trade service fee before any repairs are completed. ARW Home's claims department is accessible 24 hours a day, 7 days a week, to report failures via our online portal (*****************************************) or via the **** which allows you to report the failure prior to securing your own service technician. After a thorough review, the denial of your claim has been found to be consistent with the coverage outlined in the plan you enrolled in. As such, reimbursement is not applicable in this case.

  
  We understand that emergencies can be stressful, and we strive to provide the best possible service to our customers.

  
  Sincerely,

  **********************

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23235291
  
  I am rejecting this response because:

  I referenced the December 2024 claim to demonstrate the history. ARW in the very recent past has demonstrated that they will pay a claim using a privately retained contractor. 
  

  On the basis of this precedent, I hired the same company that intimately took care of my heating issues to replace the failed hot water heater. I gave them the form that was provided by *** in December to complete. I also contacted ARW immediately during business hours. My actions were reasonable and supported by precedent. *** should pay my claim. I agree to pay the ARW fee associated with a claim. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/05/2025

  ******,

  Thank you for your feedback. While we acknowledge the December 2024 claim, our policy requires claims to be opened before any services are rendered, as stated in Section E, Numbers 2, 3, and 4 of your plan. The claim on December 16, 2024, met this requirement, but the claim filed on April 22, 2025, did not. Therefore, the denial of your claim stands.

  
  We understand this is not the outcome you hoped for, but we must adhere to the plan's terms to ensure fairness for all customers.

  
  Thank you for your understanding.

  
  Sincerely,

  ARW Home

   

• Initial Complaint

  Date:04/19/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 18, 2025, I received a letter from this company with no identifying information (name, address.) I called the ************ number to find out who is sending me unsolicited ads when I am on a "Do Not Contact List." The person told me the company name and then when I asked questions about why I received the letter, the *** hung up.Not only is this unprofessional, but this company should receive consequences for their actions, or they will not stop doing this to others. They should be fined.If I receive anymore letters, I will find an agency who will provide enforcement.

  Business Response

  Date: 04/22/2025

  Thank you for bringing this matter to our attention. We apologize for any inconvenience you have experienced.
  
  
  We have reviewed your complaint regarding the unsolicited letter you received on April 18, 2025, and the subsequent interaction with our representative. We understand your frustration and are committed to addressing your concerns.
  
  
  Please be assured that your contact information has been added to our "Do Not Contact" list. We regret any unprofessional behavior you encountered and will take appropriate measures to ensure this does not happen again.
  
  
  If you have any further questions or need additional assistance, please do not hesitate to contact us.
  
  
  Sincerely,
  ARW Home 

  Customer Answer

  Date: 04/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** Fine

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It was a bitter winter day with temps not breaking the teens when we woke up to no heat. I immediately called our home warranty company, ARW, and requested emergency service. They assured me theyd get on it right away. A few hours passed, and when I called back, they had just identified a vendorthough there was no ***. They said it could take up to 48 ******** the meantime, I was making arrangements for my wife, our four boys, and our four pets to stay elsewhere while I stayed behind to monitor the house and prevent frozen pipes.When I was told again there was no clear ***, I brought in my own trusted HVAC technician. He quickly diagnosed a mechanical failure in the heat exchanger and found CO2 levels rising to dangerous levels. The furnace was beyond repair and had to be replaced immediatelyfor the safety of my family and the home.I submitted all the required paperwork for my claim through ARW, but they pushed back, saying I hadnt provided enough information. They combed through everything looking for any reason to deny the $1,000 claim on a $6,000 replacement. Ive spent countless hours on the phone trying to resolve this, but their customer service has been frustratingly unhelpful.Since they essentially told me good luck with any further action, I figured Id at least share my experience so others can be aware. If I dont get the claim, finebut people should know what theyre walking into with this company.Thanks for reading.

  Business Response

  Date: 04/21/2025

  ***********, thank you for sharing your experience with us. We understand how stressful it must have been to deal with a heating issue during such cold weather, especially with your family and pets involved.
  
  
  We have been actively trying to resolve your claim. As we have previously explained, we need the specific cause of failure, which was not included in the documents you attached. The form was labeled as "other" for the cause of failure, and we require this information to determine whether the failure is covered under your plan. Without this crucial piece of information, we cannot proceed with the claim.
  
  
  You opened the claim on 1/21/25, and on the same day, before we could assign a licensed and insured service provider, you requested to use your own technician. The timeline of 24 to **************************************************************** most cases, we are able to assign one within the same day, provided we are given the opportunity to do so.
  
  
  We are committed to assisting you and resolving this matter. Please provide the necessary information regarding the cause of failure so we can move forward with your claim.
  
  
  Sincerely,
  
  
  ARW Home 

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Got a home warrenty with the purchase of my home and only had for a year. Filed a claim 1 month before policy ended and they are still refusing to pay for claim.

  Business Response

  Date: 04/21/2025

  *****,we understand your frustration regarding your claim's initial denial. As we previously informed you, the denial has been overturned after a thorough review by our escalations team.

  The decision to overturn the denial was based on the findings from our investigation, which confirmed that the requested information was submitted within the allowed timeframe before the renewal of your plan. We want to clarify that posting reviews online did not influence this decision; it was solely based on the merits of the investigation.

  Additionally, we have processed your reimbursement via ****** on 4/18/25.

  We are happy that we could assist with your claim and resolve this issue to your satisfaction. Please do not hesitate to contact us if you have any further questions or need additional assistance.

  Sincerely, 

  ARW Home

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called on 3/26/2035 to make a claim on my ** refrigerator. Tec came out to see problem, it cost $100 for service.He call ARW with info on what part needed replacement. Today is 4/6/2025. It is still in claims department.Its been 12 days no one has gotten back to us. We are without frig. Ive made 15 payments to them, never late.Every time I call they say another 48 hrs.This has Been 3 times already. I just want my frig. fixed. The part is about $1000. I have paid to them $975 sense Ive been with them, plus $100 for service call.

  Business Response

  Date: 04/08/2025

  Hi *******,
  
  Thank you for bringing this matter to our attention.
  
  Upon reviewing your case, we found that the only delays were due to the two days we attempted to reach you without success for more information. Our records show that you accepted the claim outcome on April 7, and the claim has been closed.
  
  Here is the timeline of your claim:

  Claim opened on 3/27/25.
  Estimate received on 4/1/25.
  We attempted to reach you unsuccessfully from 4/1 through 4/2/25 as we required additional information from you.
  We received a response from you on 4/3/25 and based on your response, the claim was reviewed on 4/4/25 and finalized on 4/7/25, at which time we contacted you with the outcome.

  The timeline does not support the delays complaint made, as this claim was resolved in a fair and timely manner. Please note that all of our calls are recorded for quality assurance.
  
  Thank you for your understanding.
  
  Sincerely,
  ARW **************** Team

  
  

• Initial Complaint

  Date:03/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want a full and complete refund for placing me under emotional duress. I contacted customer service on ********, *******, and she refused to cancel my services and continued to ignore my request after several times of telling her I would like to cancel the policy. This has caused me undue emotional damage over a simple process. She then refused to connect me to a supervisor after asking several times. The website does not allow the customer the ability to cancel policy online. So customers are forced to call in to speak with customer service representative and then the customer service representative is not properly trained to cancel the service or is intentionally trained to make a customer more irrational and refuse to cancel the policy for a customer. Either way, the company needs a better process in place to allow the cancelation of a policy to be efficient, effective with no duress to the customer. This was bad service and no real assistance when appliances are not working. The whole company needs to be investigated to make sure they are have the right process in place, up to date service is for the customers online, and not illegally retaining customers against their will. Pull the call today associated with my account number and review the call handling process.

  Business Response

  Date: 03/31/2025

  ******, 
  
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you experienced during your recent interaction with our customer service.
  
  
  After a thorough review of the call recordings from 03.28.25, we immediately addressed the issue with the agent involved. We are committed to ensuring that our customers receive respectful and efficient service.
  
  
  We will also issue a prorated refund for the unused portion of your plan using the payment method on file. This refund should be reflected in your account in 3 to 5 business days.
  
  
  We understand the importance of having a straightforward and stress-free process for canceling services. Your feedback is invaluable, and we are actively improving our procedures to better serve our customers.
  
  
  If you have any more concerns or questions, please don't hesitate to contact us directly.
  
  
  Sincerely,
  
  
  ARW Home

  Customer Answer

  Date: 03/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a membership with ARW for my home appliances. In July 2024 I put in a service request for my washing machine which ARW was not able to fulfill. I called and expressed my dissatisfaction due to this company not being able to render the services anytime that I had a problem. At that time I requested a refund of the $125 that I had to pay for the deductible for the service request in addition I asked them to cancel my membership and to refund me the monthly membership fee that they had just took out of my bank account. The *** at that time said they would cancel my account and refund me the deductible but could not refund me the monthly fee. I requested to speak with a supervisor in which I did. The supervisor asked why I wanted to cancel and I explained my dissatisfaction with this company never being able to fulfill the services. At that time he told me he would cancel and refund me my money but he would look into what has been going on because I have been a long standing customer. I received the refund on 125 but never for the monthly fee nor did I hear back from the supervisor so I left this matter alone. After looking at my online banking yesterday 3/24/25 I saw a charge from ARW for $75.97 & looked further into my account and saw that this company has continued to charge my account every month since August 2024 for $75.97. I called ARW and spoke with a *** and explained that they have been charging my account and I canceled back in August 2024. The *** said she saw the request to cancel but it was NOT canceled and she would have to expedite this to a supervisor but there was not someone available at the time to speak with. I received a call from a supervisor today named ****** who said he could only refund me for this present month. I have filed a dispute with my bank as well. I would like for this company to review all calls and refund my bank account and cancel any further business between us. I will take this matter to court if required.

  Business Response

  Date: 03/27/2025

  *****,
  
  
  Thank you for bringing this matter to our attention. We understand your frustration and apologize for any inconvenience caused.
  
  
  Upon reviewing your account, we found that the agent you spoke with in July 2024 fulfilled what was discussed. Your account remained open as agreed so that the agent could look into what transpired, and no further request to cancel was received. You were offered a refund of the $125 deductible, which you received. However, the monthly membership fee could not be refunded at that time.
  
  
  When you noticed the continued charges in March 2025, you were offered a refund for the most recent payment as a courtesy, which you declined. We have canceled your account, and no further payments will be withdrawn.
  
  
  We appreciate your long-standing relationship and regret not meeting your expectations. 
  
  
  Sincerely,
  
  ARW Home

  Customer Answer

  Date: 03/29/2025

   

   Complaint: 23114401
  
  I am rejecting this response because:

  I did not in any way agree to have my account remain open. I requested that my account be closed and for my money to be refunded. I never agreed to keep my account open. The supervisor that I spoke with said he would refund me my money and he would be looking into why this situation happened in the first place.  I NEVER agreed to have this account remain open as i was not satisfied with thw company or service.  In addition the supervisor never contacted me again after we spoke. If this matter is not resolved ans i am refunded my $600 i will take this matter to small claims court as this is unethical and abuse of your customers. I have also reviewed other complaints from other customers and this same thing has been done. I am requesting a copy of all voice recordings from my interactions with this company. 
  Complaint: 23114401
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/31/2025

  Thank you for your feedback.

  
  We are unable to provide the call recordings as these are proprietary to ARW. However, we have reviewed your complaint and, as a courtesy, we will honor the refund of your last payment.

  
  We have closed the complaint and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to contact us.

  
  Sincerely,

  ARW Home

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23114401
  
  I am rejecting this response because:
  I would like to have the entire money refunded from August when I requested to have my account closed.  If your management team says they were able to  review the phone calls, this should be able to be shared. If we can not resolve this matter and I'm refunded my $600+ I  am prepared to take this matter to small claims court where they will order to hear the recordings. I was a long standing customer of ********************** and it's not fair that you are not going to be a reputable company and refund me all of the money that I didnt authorize you to take after I requested to close my account. I hope we can resolve this matter and refund me the entire amount I am owed. Thank you in advance for your assistance with this matter. 

  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 04/01/2025

  To whom it may concern

  The business only agreed to refund me for 1 month of the fees which is $79. They over charged me $607. How is this fair? How can i appeal this decision? I will be taking this matter to small claims court.