Reviews

Review Details

• Review fromAngel M

  Date: 12/04/2024

  1 star
  We put in a claim on Monday morning about our furnace not working the person we spoke to said it was put under an urgent matter. AWR put is in contact with motili later that day, motili told us that there was no urgent matter label on it and the guy we were talking to from *** heard the whole conversation and was unsure why the claim label was not put under an urgent matter. I made it clear numerous times with both parties that we did not want to be played with on this specific matter and how important it was for a technician to come ASAP. 1. Because 2 people in the household are neurodivergent as in they both have autism I made it very clear to both parties that we can't go to a hotel room because it would be completely unstable for them and a nightmare for everyone else in the family.2. We have a senior living in the household 3. 3 of the residents have asthma and can't live in cold conditions I made this VERY CLEAR ABOUT 4 different times on Monday. Motili the dispatch company *** home hired said they would get a technician to come out on Tuesday, as Tuesday came we had not gotten a half hour notice call from the technician and motili told us that we were not going to and that was after I had to call 3 times to ask if someone was going to come over. *** did not answer any of the calls later that day and never told us that a technician was not able to come yesterday until this morning. It's evident that this will take your money so easily every single month year by year but the second a person needs urgent help that they don't care about their customers. Especially when they are dealing with the ones with autism or the elderly it is clear they they have nothing but neglect that group of people and I hope this company and everyone that contracts them is well aware

  American Residential Warranty

  Date: 12/12/2024

  Thank you for bringing this matter to our attention.

  
  We understand the critical nature of your situation,especially considering the specific needs of your household members. We regret that there was a miscommunication regarding the urgency of your claim. Your claim was opened on December 2, 2024, and a technician was assigned on December 4, 2024, with a scheduled visit on December 5, 2024. However, when our technician arrived, they were informed that the repair had already been taken care of by the homeowner.

  
  To address the expenses, you incurred for the repair, we invite you to submit a reimbursement request by contacting our claims department at ************ (claims: option 1). Our team will assist you with the necessary steps to process your reimbursement promptly.
  

  We apologize for the inconvenience and appreciate your understanding. We value your feedback and are dedicated to providing better service in the future.

• Review fromFrances W

  Date: 11/26/2024

  1 star
  I wanted to leave a no star review! I cannot begin to describe my frustration..... we purchased our house on 1/31/24, on 2/1/24 our furnace was unspected. We were told to buy a new filter which we did in February. Our house was built in the 80's. In march, we started to smell a burning smell and could hear loud noices on the other side of the wall. We immediately turned off the furnace and it has been off since March. We filed a claim with ARW in Oct. It was inspected and reported that the new filter was dirty and the 20+ year old motor needed to be replaced. The claim was denied because the filter was dirty and we were told we had not maintained the furnace in the past. We ran the furnace from 1/31/24 until the motor went out 3/2024. I cannot get refunded on my claim or policy and no supervisor is available to talk with or call me back. Do not purchase a home warranty from this company.

  American Residential Warranty

  Date: 11/27/2024

  *******, Thank you for sharing your feedback. We understand how crucial it is to have a functioning furnace, especially in a new home. Our escalations team has thoroughly reviewed your claim and the technician's findings. Unfortunately, the claim was denied due to the condition of the furnace, specifically the dirty filter and lack of maintenance. This is outlined in our terms and conditions as not covered, and we have a picture from the service provider that supports this decision.

  
  We understand this is not the outcome you were hoping for, but we have determined that the terms and conditions were followed, and the claim denial is supported. If you require further assistance, please contact our customer service team.

  
  Thank you for your understanding.

  Sincerely, 

  ARW Home

• Review fromFikiri N

  Date: 11/20/2024

  1 star
  I purchased an ARW policy on November 1, 2024, but after reading reviews that indicated the coverage is limited to $5,000 per year, I decided to cancel on November 4. When I requested a refund, the representative suggested I give the policy a try to avoid the hassle of obtaining a refund. When that didn't resolve my concerns, he informed me that my case would need to be escalated, and someone would call me back within 24 to 48 hours.I called again and spoke with another representative, who confirmed that my policy was canceled and that my refund was being processed. However, after not receiving my refund by November 20, I reached out again, only to be told that I would have to wait until December 1 before the refund process could begin.I would not recommend using ARW. I previously had *** and decided to switch to ARW for the lower cost, but that turned out to be a regrettable decision.

  American Residential Warranty

  Date: 11/21/2024

  Fikiri, we received your request to cancel in November 20, 2024. After our escalations team reviewed your request, a call was made to you, and a detailed message was left confirming that your account had been canceled. Since you were within the 30-day money-back guarantee period, a refund was submitted and processed. Refunds can be received in a matter of hours to days, depending on your financial institution. The matter has been resolved and closed on our end. If you need further assistance, please do not hesitate to call.

• Review fromHayley M

  Date: 11/09/2024

  1 star
  My husband and I submitted a claim over a month ago telling them that our oven and stove trips the electrical circuit every time we use it. They sent out an appliance tech who said it was an electrical issue and we needed an electrician. After fighting with them (they wanted us to pay another $125 to file another claim even though we were telling them they never fixed the actual problem) they said they would send another person out.THEY SENT THE SAME APPLIANCE MAN AGAIN who made sure to put in his report this time that we require an electrician. We are still waiting. The appliance man's company said they submitted it a couple days ago but ARW are insisting they are still "waiting on the report." It has been over a month and we are unable to cook in our home!Today I called for yet another update and this lady asked me if I considered "using an extension cord to plug the stove into a different power outlet." This ARW lady literally told me to do something that would most likely burn down my home! An extension cord for an oven and stove!! Absolutely ridiculous and reckless. And plain idiotic.

  American Residential Warranty

  Date: 11/11/2024

  Thank you for sharing your experience, ******* We understand your frustration and apologize for the inconvenience. To determine the next course of action, we must send a technician to diagnose the issue. An electrician has been assigned to your claim, and the contact information for the service provider was forwarded to you. No additional trade service fee was required or collected.

  
  We are also reviewing the call recordings to ensure our agents are using critical thinking and to determine if any coaching is necessary. Your feedback is valuable to us, and we are committed to resolving this issue as quickly as possible.

• Review fromChristine O

  Date: 11/08/2024

  1 star
  Cannot begin to describe how amazing ************** was today. I have been dealing with a warranty company and their service provider (Performance electrical and Plumbing). The Performance plumber came to my house, looked at the issue, told me he didn't have a big enough snake and left to let the warranty (American Residential Warranty) know he needed their go-ahead. Days passed. I had to call Performance and was told by the man who answered the phone (who, it turns out was the plumber who had come out but he neglected to tell me this) that ARW had denied my claim, I didn't have enough money in my plan tho I have paid them $129 a month for a year now for coverage. After 12 days of getting the runaround from Performance Electrical AND ARW, and countless calls where again, no one had the decency to reach out though my front yard was covered in ****, I was told this morning ARW would be sending me a check for $58. The plumber had charged them almost $300 just to show up and tell me he needed a bigger snake then never call me again. Shaking today, at my wits end, I called Roto Rooter who I have used in the past but had remembered as being expensive. They were out within the hour. Their quote was less than Performance Electical's quote, plus it came with a warranty and free filming of our line if we needed it. **** cleared the problem in a few minutes. Right now he is cleaning up the p*** on the lawn with his shop vac, a service he offered me out of the goodness of his heart. After ten-plus days of one of the worst experiences I have ever had with a warranty company and with a plumber, *********** felt like the second coming.

  American Residential Warranty

  Date: 11/11/2024

  Thank you for sharing your experience, *********. We are currently looking into what transpired with your claim. In the meantime, please contact us at ************, as we require additional information from you to determine if you can be reimbursed for this claim.

• Review fromalbert h

  Date: 10/23/2024

  1 star
  I've had this company for a little over 6 months after moving over from American home shield and when I tried to file a claim on my faucet for my downstairs bathroom it's been taking them three or four days to find a plumber in my area I asked the manager or she claims to be a manager how the claim process starts and works and she didn't know that information and then I asked her for a list of the plumbers that they work with around me and she didn't have the information either so as far as I'm concerned they are not knowledgeable about the workings of how things go with claims and for them claiming to be a big company if shouldn't take this long to find a plumber to do a simple faucet install in my bathroom and I pay every month for this service and I even paid the $100 deductible so now I'm going to ask for a refund back and I'm dropping this company because appears to me if they can't find a plumber to do the job it appears to me that the people that they work with don't trust that they're going to get their payment from them in a timely manner because otherwise it wouldn't take this long to find a plumber to do a simple 2-hour job at the most, I will not do business with these people anymore

  American Residential Warranty

  Date: 10/25/2024

  Hi ******,
  
  Thank you for sharing your experience with us. Were truly sorry to hear about the difficulties youve encountered with your recent claim and the frustration it has caused. This is not the level of service we strive to provide.
  
  We understand the importance of timely and efficient service, especially for something as straightforward as a faucet installation. Your feedback is invaluable, and we are taking immediate steps to address the issues youve raised.
  
  We will investigate further and work towards a resolution as quickly as possible. We appreciate your patience and hope to have the opportunity to make things right.
  
  Thank you for bringing this to our attention.
  
  Best regards,
  ARW Home

• Review fromR. G

  Date: 10/08/2024

  1 star
  They use 3rd party help assigning young HEVAC sub-contractor to do the work. They are unable to perform properly so they must send a 2nd and third ****** out. Finally I had to hire a company of my own choice and submit the bill the ARW. They finally paid but they have a limit so it cost me in the end.Then when the year-contract was finished, they auto-renewed the policy for $949.44 without my permission which is against the THE ELECTRIC FUND TRANSFER ACT. I finally got them to remove the charge; however, upon checking they only removed $725.71 saying it was pro-rated.I am still fighting the $223.73 as I called them the moment I received my credit card ******* NOT USE THIS COMPANY.

  American Residential Warranty

  Date: 10/09/2024

  Hello *. ******,

  
  Thank you for reaching out to us.

  
  We want to assure you that we only assign licensed, bonded, and insured technicians to handle our client's claims. It's not unusual for a claim to require multiple attempts to fully resolve an issue, as fixing one problem may reveal additional underlying issues.

  
  If you intended to cancel your plan before its automatic renewal date and it was not processed, please contact us at customerinfo@arwhome. Be sure to include your ARW account number and relevant details, and well be happy to assist you further.

  
  Respectfully,

  
  ARW Home
  

   

• Review fromAndy W

  Date: 09/27/2024

  1 star
  American residential warranty at the pathetic company you pay them like $84 a month I got the Platinum I had electricity problem and they couldn't find a contractor in my area so they gave me a payout $300. When the electrician charges you $75 an hour to find out what the problem is. In my opinion this Home warranty company is nothing but a scam right now I'm looking for a lawyer so I can sue them. If anybody reading this could you email me a good attorney it would be greatly appreciated so I get out of my contract and *** American residential company for lying to me.

  American Residential Warranty

  Date: 09/30/2024

  Thank you for your review, ****. After reviewing your coverage, we confirmed that you received a cashout for the full limit of liability for this claim, as specified in your declaration of coverage. We adhered to the terms and conditions of the plan, which were provided to you when you signed up for services. Additionally, you had a 30-day free money-back guarantee to review both the declaration of coverage and the terms and conditions to ensure the coverage met your needs.
  
  

• Review fromGena B

  Date: 09/26/2024

  1 star
  This company takes your money for warranty, talks about everything they cover and then they have some small print to State. They dont cover the warranty service. In addition they held on. They took my money for sure cause if a technician comes to my house, but they did not find a technician for five days and said I can seek to reimburse well, I found a vendor because they couldnt find one in five days and held onto my $125 then when the person submitted a quote and said its just to have them file a claim and go ahead and have the vendor that I found to do the work they said its denied and not giving me my money back because no one did anything. They just gave him a paper quote and theyre gonna charge me 125 for reviewing a quote the 25 specifically stated CoP stating its only for cost when they assign a vendor to my site when I called to complain with billing to ask them for a refund they said we process your claim so that takes your 125. Dont go with this company because theyre gonna find some little small reason why they cant honor your request for your property or Appliance and I just took the smallest membership for warranty service which is just $59 a month. For only electrical and plumbing

  American Residential Warranty

  Date: 09/27/2024

  
  
  Hi ****, Thank you for your review. We offer a 30-day money-back guarantee to give you ample time to review the plans terms and conditions and decide if it meets your needs. Our terms and conditions are presented in a standard format for easy reading. After careful consideration, we found that your electrical claim was denied according to the plans terms and conditions. We understand this is not the outcome you were hoping for, but we adhered to the stipulated guidelines.
  
  
  
  
  

• Review fromCindy T

  Date: 09/25/2024

  1 star
  I spoke with a very unprofessional & rude woman named ******* today at 10:30 am EST to cancel my policy. I explained that I called to cancel on Friday, 9/20/24 by 5:20, but didn't know that the office closes early (5:00) on Friday. I also tried contacting the office over the weekend, but no one was available. Since I had a migraine at the beginning of the week, I finally was able to call. ******* says that I will not receive a refund, even though the company policy says that a policy cancelation after 30 days gets a prorated refund. My cancelation number is: P328020. I also find that I'm at a loss why I wasn't offered the Total Plan which which offers 2 months as a free trial. The only difference between that contract and mine is that mine covers the well pump and your Total Plan includes the ceiling fans instead. I come from a background of ************* management so I'm guessing the agent got more commission for my plan. However, I should have been offered the option. Well pumps rarely break & ceiling fans would be more practical.I feel like your company has not operated in good faith and that your agent, ******* was extremely nasty about my cancelation, including making a snide comment at the end of the conversation that since I had called on an item within the first 30 days, it would be considered preexisting & not covered. This comment was made after I had already canceled the policy.

  American Residential Warranty

  Date: 09/27/2024

  *****, after reviewing the call recordings and your review, we found that your request to cancel came after the 30-day money-back guarantee period. Additionally, you contacted our claims department before the 30 days to open a claim before the waiting period had passed, which resulted in the claim being denied. Had the request to cancel been made on the same day, the agent would have honored your request and a full refund would have been provided.

  
  Based on our findings, our agents followed the plans terms and conditions as explained. We understand that this was not the outcome you hoped for and we hope you understand.