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:08/04/2023

  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.

  AIG is a company that seek to defraud customers of other companies. I have my home appliances through Whirlpool. So, I received an email in June, stating that I would loose coverage on my oven and dishwasher if I didn't renew those services. I decided to renew my services on June 17th. The payment amount of 579.41 was taken out my account on June 20th. It wasn't until July 3, 2023, when Whirlpool emailed me stating that I had purchased coverage for my dishwasher and oven twice. In order for me to receive a refund I had to call the number that was provided to do so. When I called Whirlpool, I was informed that the other account that was associated with the 579.41 balance wasn't through them it was through AIG. I was told that I had to contact them if I wanted to cancel that particular coverage. Before all this I had never heard of AIG. Also, the email I received about renewing my appliances I thought it was through Whirlpool. I had no knowledge of this company or what they were even about. I called this company on July 7, 2023, to initiate a cancellation for those services so I can get my refund. During this time I also left a message related to this issue as well. When I finally got through to a representative they stated that those services were cancelled and I should be receiving a refund within the next week or so. I emailed a representative who have contacted me about my account before to ask where my refund was. She sent me an email that had the date 7/21/23 attached to it and the email read "processed refund amount of $579.41 by credit card". I sent that email on July 30. The dates from the previous email and the current time is not adding up. It will be two weeks since the funds where supposed to be refunded to my account. If the date of 7/21/23 is correct. It doesn't take that long for something to post into my account. I don't believe anything this company says. I just would like what's due back to me. They owe me $579.41. Terrible company.

  

  Business Response

  Date: 08/21/2023

  Please see attached response.

• Initial Complaint

  Date:07/14/2023

  Type:Billing 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 was looking to purchase the extended warranty for my Whirlpool appliances and am very concerned about the deceptive pricing information. Everything on the page says getting a 5-year plan is the "Best Value". That is not the case as a 3-year plan costs less per year than the 5-year does. In my example: 5 year plan - $419.83 - $83.97 per year 3 year plan - $239.90 - $79.97 per year

  

  Business Response

  Date: 08/08/2023

  We submit this letter in response to the complaint that was filed by ******* ******
  with the Better Business Bureau, Inc. regarding his inquiry into an extended
  warranty plan for his Whirlpool appliances.
  We have completed our investigation of the concerns that were expressed by ***
  ****** and our response was sent directly to him on July 24, 2023, via email.
  Should you have any questions or require additional information, please contact the
  undersigned.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: ********
  
  I am rejecting this response because: A longer term does not mean it is the "best value" alone. A "best value" would indicate the cost per unit (years in this case) is lower the more you purchase. That is not true in this case.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/09/2023

  Type:Customer Service 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.

  Purchased an extended 3 yr warranty $172. 31 on my Whirlpool gas range through Whirlpool/AIG in March 2023. I’m trying to get copy of my warranty and they promised to send it by mail and email (which was verif) on 4 occasions. They state email takes 2days to receive & mail 7-14 dys. Since April 25, 2023 I’ve been told that 4 times from 4 different representatives. One was suppose to be “supervisor” I had requested a call from who was calling me back to resolve the issue on June 30, 2024. Last call I made was July 8, 2023. Still not resolved. They all repeat the same info nothing ever resolved. My contract # they gave me is ********** from 4-11-23 to 4-10-23. Just need copy in writing but I don’t think they intend to send it. Wondering if I actually have coverage. If I don’t they need to refund my $172.31. I will appreciate it if you can assist me in getting this matter resolved.

  

  Business Response

  Date: 07/20/2023

   

  Please see attached.

  Customer Answer

  Date: 07/27/2023

   
  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,
  
  ****** * *******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:04/28/2023

  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.

  On 12/21/22 I called to schedule a repair through my refrigerator warranty for the door. Previously they had to replace the freezer door - this involved the main refrigerator door. They said they had to order a new door. I did not hear anything so called Via Applicance Repair (company handling the repair through the warranty) on 4/3/23. They advised the part was not ordered until 1/12/23 but should be in by 4/7/23. No calls or part so I called again on 4/17/23 and was told to call the warranty company (AIG) direct-which I did. After speaking with Iris at this company I was told she could not find information on the part and to call back on 4/21 to follow up on an escalation of the issue. I called back on 4/21 and spoke with ****** who also had trouble finding information (this was at 1:30 pm). She stated she would call me back that day but I did not receive a call back. On 4/24 I tried calling again but no answer. On 4/25 I called again and spoke with Jodi who could find no information/update. She said someone from VIA would call be that day to update me and asked me to wait until 4/28 for a resolution. No-one from Via called and to date (4/28) I have no calls and no resolution on a refrigerator door that is not working properly and has not since December of 2022. I will also file a complaint against Via - the repair company. At this point I would prefer a new refrigerator.

  

  Business Response

  Date: 05/18/2023

  Please see attached. 

  Customer Answer

  Date: 05/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  the new door came in and when the repair person opened to install (5/18/23)  it was damaged so they had to order another door.  I certainly hope this will not take 5-6 months to get resolved as before as I have a refrigerator door that is not working properly and has not been since December of 2022

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

  

  Business Response

  Date: 05/25/2023

  Please see attached. 

• Initial Complaint

  Date:04/02/2023

  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.

  My Whirlpool refrigerator was diagnosed to have a broken wire in the freezer door causing the ice maker to not work. It took approximately 2 weeks to get the tech out to diagnose this. It took another 2 weeks for the warranty to authorize a door to be ordered. 12 to 15 weeks to get one. Take on some more time to get the tech out to repair it ,so I go 20 weeks without a working ice maker. The fridge side door is sagging and barely seals anymore. I have honestly a dozen calls with the warranty on these 2 separate issues and I can't get a tech out to fix it. The tech that came out said it was un fixable when he diagnose the broken ice maker. So I currently have a fridge that dosent make ice or seal up properly on the fridge door it sags about and inch lower than the freezer door. All with a fridge under the Whirlpool AiG Warranty. If you call Whirlpool they will refer you to AIG even though Whirlpools name is all over the warranty I bought. It's a point now where it's almost comical on what a joke and ripoff the warranty is. It says on the warranty worry free depend on us to provide reliable repair or replacement solutions. I would like a warranty refund and fridge replacement as I feel like I have been pretty much deceived on this warranty. Whirlpool should not put there name on the warranty as they have nothing to do with it. You can complain to the warranty customer agent but it does zero good...the wait times to get hold of an agent can take over an hour if you have an issue....Should have bought another brand.

  

  Business Response

  Date: 05/19/2023

  Please find attached a copy of the response that was submitted on April 12, 2023, via email. As well as confirmation of the submission. 

  Customer Answer

  Date: 05/22/2023

   
  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, ***** *********

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/27/2023

  Type:Billing 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.

  Purchased home warranty from this co. Their ad on TV showed someone losing hot water on a Sat. The company sent someone out the same day. So I purchased this warranty. I'm 84 yrs old and live alone. My furnace went out right after Christmas. I called them and it was days before they sent someone. That person just cleaned a part of the furnace and said propane runs dirty. Within days the furnace was out again. I called the people who had fixed it and they said the warranty co didn't allow them to replace parts without having to jump through hoops first. This was on Jan 13th which was a Fri. Called the warranty co. again and they said they didn't send anyone out on weekends. Totally different story from their TV ad. They authorized me to get my own repair person as long as they were licensed. So I did that. That person fixed the furnace the same day. Upon submitting the bill the company is now wanting to withhold payment. Early in the fall I had my furnace gone through to make sure it was in good condition for the winter. However, we had a harsh spell of really cold weather. The repairman was paid by me and then sent a copy of the bill to the warranty co. so that I could be reimbursed. They have sent the bill back refusing to pay until more documentation is provided. The repairman noted that a limit switch was bent and needed replaced. Now that co, now wants to know exactly how this got bent. I don't have any idea and don't feel we should have to come up with any more details for them. I feel the furnace needed replacement parts due to normal wear and tear and the harsh temperatures. I will not be purchasing any warranties in the future. This is the 2nd company that has done this to me. They should have something noted in their files for false advertising. And when dealing with MI customers there should always be a furnace person available. I feel this co. is crooked. If need be, you should be able to get copies of the phone calls as they say they are recorded.

  

  Business Response

  Date: 04/06/2023

  April 6, 2023

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

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

  Dear Sir or Madam:

  We submit this letter in response to the complaint that was filed by Ms. Delores Pace with the Better Business Bureau, Inc. We have completed our investigation of the concerns that were expressed by *** **** and our response was sent directly to her on April 6, 2023, via email.
  

  Should you have any questions or require additional information, please contact the undersigned.
  

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

  Customer Answer

  Date: 04/16/2023

  
  Complaint: ********

  Not really rejecting the response. Payment was made to me for this. What I'm not understanding is that this company is still using TV ads that show dame day service on a weekend. However, their contract states differently. I'm an older person that has a harder time reading through all the paperwork. I went with the company partly because of the TV ad that showed same day service on a weekend for a water issue. My issue was a furnace in the winter in Michigan which is much more detrimental to my health than water issues would be. Certainly I'm not the only person to go with this company based on their false misleading TV commercials. These ads need to be changed to reflect how they actually operate or be discontinued altogether. Seems very fraudulent to me. But I have received the money I was owed.
  
  Sincerely,
  ******* ****

• Initial Complaint

  Date:03/03/2023

  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.

  on 02/16/2022 I purchased an extended service plan for an appliance I had just purchased on 02/15/2022. I have had some malfunctioning issues with this appliance, but AIG Warranty Guard, Inc, the Extended Insurance Company has not been cooperative. None of my emails or letters have been complied with, and telephone calls have been impossible to make, due to the length of time I am placed on hold waiting in vain. I wish to cancel this policy, received my full refund for the original amount paid of $90.16, and seek another company that stands behind its warranty.

  

  Business Response

  Date: 03/17/2023

  We submit this letter in response to the complaint that was filed by **** ***** with
  the Better Business Bureau, Inc. regarding a Whirlpool Service Plan.
  We have completed our investigation of the concerns that were expressed by ***
  ***** and our response was sent directly to him on, via email on March 16, 2023.
  Should you have any questions or require additional information, please contact the
  undersigned

  Customer Answer

  Date: 03/18/2023

  Complaint: ********
  I hereby reject AIG's response and actions as unsatisfactory! I henceforth further request that AIG addresses the problem by means of substantive action that bore fruit to the problem's solution, rather than appetitive emails or letters promising such.
  What AIG has done so far, amounts to no more than damage control techniques and public relation appeases. It emailed me asking that I troubleshoot the issue by the telephone with a technician that I never am able to reach due to the backlog of calls and shortage of attendant technicians made available to such an end. Moreover, there is nothing that can be done through the system’s programming that I have not yet done through the instructions from the manufacturer. As to AIG’s procedures so far, this is a crude and ineffective way of deflecting blame and downplaying service by means of pacifying letters and superficial attendance to repairs. This  discourages consumers from pursuing their rights and minimizes costs to  AIG, thus  increasing its gains at the cost of poor service to consumers.
  I hereby request what I had all-along done, that this contract is cancelled and that I am fully refunded of my original premium payment to same account immediately!
  
  **** * ****** 

  

  Business Response

  Date: 03/27/2023

  We submit this letter in response to the follow up complaint that was filed by **** ***** with the Better Business Bureau, Inc. regarding a ********* ******* *****

   

  We have completed our investigation of the concerns that were expressed by *** ***** and our response was sent directly to him on, via email on March 24, 2023.

   

  Should you have any questions or require additional information, please contact the undersigned.
  

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair 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.

  Have a warranty plan with ***** for a washer which was purchased at ******** ********* ** ************ Filled out the warranty card that came with the washer info packet. Washer motor burned out and will cost $400. to fix. ***** will not allow ******'s to repair the washer. Said they are not on their list to repair appliance under the warranty. As you will see by the attached what I have paid for a coverage and can not use it. I don't understand why they will not allow the seller of the appliance repair it. There was no information provided to me as you can see on this warranty saying who I have to use. I was misled by this company. I am out of a washer now for 10 days. My daughter works in healthcare. We are paying 10 dollars every 2 days to wash clothes. She needs her clothing washed nightly. ***** is very unprofessional. When I called them they said its my problem not theirs. They should have told me who I need to use not saying its my problem and that's it.

  

  Business Response

  Date: 03/13/2023

  We submit this letter in response to the complaint that was filed by Ms. ******* ***** with The Better Business Bureau, Inc. regarding her ********* Service Plan.

   

  We have completed our investigation of the concerns that were expressed by Ms. ***** and our response was sent directly to Ms. ***** on March 10, 2023 via email.

   

  Should you have any questions or require additional information, please contact the undersigned and reference our file number **********.
  

  Customer Answer

  Date: 03/13/2023

  
  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:02/14/2023

  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.

  On 08/16/22, I contacted American Residential Warranty regarding repair service and/or replacement of a refrigerator that I was having issues with & was given a claim#******** & service appointment scheduled with WFCC GUINCO SERVICE for 08/18/22. On 08/17/22 contacted the provider to confirm service time on 08/18/22 & was informed that they did not have a work order to service me & that they DO not & NEVER did enter into contract with American Residential Warranty. Upon notifying ARW that the scheduled service was with a provider not under contract they kept denying the information given to me by the provider. I then ask for someone from the executive office as I had made myself available that day for servicing. A representative from the AGI office in NY called & when I informed her of what had taken place approved service with ****** ********* ******. The issue was with the main ice maker not working. Fridge area still were cooling, Freezer to include second ice maker was working. The service provider was informed of the issue by me upon arrival. He checked the main ice maker & refrigerator to include the freezer. He then took apart the bottom freezer, checked some things & put it back together, reset the main ice maker & said we should have ice in 24 hours. There was no ice in 24 hours & I notice liquid under the refrigerator to which is had to lay towels. I informed the repairman & was told he had to order a new icemaker. Upon his return 2-3 days later we confirmed that the freezer was no longer working, the fridge was not cooling to the required temp and main icemaker still not working. A new icemaker was installed & diagnostics checked. Again, was told should have ice in 24 hours. Again, no ice & still freezer & fridge not cooling. The repairman was notified & he came out again & checked, did some test & said that there was an internal leak & that the unit should be replace.(See attached email for detail information regarding this matter).Also in contract still

  

  Business Response

  Date: 02/10/2023

  *** *******
  Thank you for taking the time to share your experience regarding your refrigerator claim.  We do apologize for your inconvenience.
  
  According to your claim history, several repairs were attempted unsuccessfully for your refrigerator.  On 8/30/2022 based on the diagnostic report from the contractor it was determined that continuing to repair the unit is not cost effective. As outlined in the terms and conditions of coverage you are entitled to a $500 annual limit for your refrigerator. Based on our records, the balance of this limit of liability remaining is $91.57.  The calculation is based on the original limit of liability of $500 minus a previously paid claim of $209.93 and a servicer diagnostic fee of $117.50. 
  
  After strong consideration, and in appreciation of your loyalty as a long-term customer, we would like to offer you the full $500 limit of liability as well as an additional $150 due to customer tenure for a total of $650.  To accept this, please contact us directly at ************, M-F 8am – 6pm.  We look forward to hearing back from you.
  
  Sincerely,
  ARW Home Team

  Customer Answer

  Date: 02/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The issue started with the refrigerator started in August.  Then after several repair attempts ARW decided not to replace it.  I then asked that it be repaired when the amount of $650.00 was offered.  The refrigerator is a $4000.00 give or take.  What refrigerator did ARW expect me to replace it with for a price tag of $650.  ARW reps have continued to call my phone(s) soliciting to sell me the same service and EVERYTIME states that ARW would try to repair first, and if that was not possible then to replace.  From October to now, since the offer and I communicated that I need it to be repaired NO one reached out to me.  Had medication at risk and that was not important to them either.  If I did not filed this complaint they still would not of reached out to me while continuing to access my account to get their payment on a monthly basis from October to now.  That is unacceptable, as I was inconvenienced and incurred additional cost.  That is not how you treat a customer you claim to value.  My demand is for $3000.00 due in 30 days.

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

  

  Business Response

  Date: 02/14/2023

  *** *******
  Thank you for taking the time to reply to us.
  Unfortunately, the home warranty that you purchased has a limit of liability of $500 related to refrigerator coverage.  We added an additional $150 to this limit of liability for you due to you being a long-term customer and as a gesture of goodwill
  Please review your terms and conditions that were provided to you upon purchase for these limits.  They can be found on the declarations of coverage page as well as Section 7 – Limit of Liability and Conditions.
  As mentioned in our previous correspondence, to accept this, please contact us directly at ************, M-F 8am – 6pm.  We look forward to hearing back from you.
  
  Sincerely,
  
  ARW Home Team..

  

  Business Response

  Date: 05/12/2023

  We submit this letter in response to the complaint that was filed by ******* ******
  with the Better Business Bureau, Inc.
  We have completed our investigation of the concerns that were expressed by *** ****** and our response was sent directly to her on May 12, 2023, via email.
  Should you have any questions or require additional information, please do not
  hesitate to contact me.

  Customer Answer

  Date: 06/14/2023

  
  Complaint: ********  
  I am rejecting this response because: On the phone again today with American Residential Warranty regarding the buyout offer and just keep getting bounce around.  Can you assist with this please.  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/22/2023

  We submit this letter in response to the follow up complaint that was filed by ******* ****** with the Better Business Bureau, Inc.
  Please be advised that we have completed our investigation of the concerns that were expressed by *** ****** in her follow up complaint, and a response was sent directly to her on June 19, 2023 via email at ******************************
  This matter appears to be resolved. However, should you have any remaining questions or require additional information, please do not hesitate to contact the undersigned.

• Initial Complaint

  Date:01/11/2023

  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.

  My HVAC system broke on Dec 20 before an extremely cold snap hit, called into ARW and filed a claim cost was $55, I called a contractor for repair and after the repair I submitted the invoice to ARW, ARW sent an email asking for additional information on how the HVAC system broke and I went back to the Contractor for answers and sent the form over to her. She did not know why the system broke but she added in the report that it could also be because of the cold weather. ARW fully denied my claim based on this report as though I intentionally did damage to my HVAC which is not or was the case. The unit broke from total Mechanical Failure as all machines do but and I explained this to ARW but they are sticking with their guns and will not process my claim and as they said it is FULLY DENIED. No point in having homeowners Insurance if that is the case, I am a Senior citizen living on a fixed income and I assumed my Insurance Coverage with ARW would get me through times like this, this company is a SCAM and has duped a lot of its customers and I am one of them now

  

  Business Response

  Date: 01/23/2023

  We submit this letter in response to the complaint that was filed by Mr. ******
  ***** with The Better Business Bureau, Inc. requesting to contest his denial and
  cancel his Plan.
  We have completed our investigation of the concerns that were expressed by Mr.
  ***** and our response was sent directly to him on January 19, 2023, via email.
  Should you have any questions or require additional information, please contact
  the undersigned and reference our file number **********.