ComplaintsforAmerican Residential Warranty

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a plan to cover electric/Plumbing but after reading the reviews of American Residential Services, I changed my mind. I called to cancel and they refused to cancel. ****** argued with me over 30 minutes and ****** still refused to cancel police and he hung up again. He refused to send an email cancelling the policy. I do not recommend this company!!

  Business response

  06/19/2024

  We have received your feedback, *******, and have conducted an investigation. Upon reviewing the call recordings, it was observed that our representative conducted themselves with courtesy and professionalism. Furthermore, we verified that the account cancellation was processed according to your request. We trust this explanation resolves any issues, and we extend our best wishes to you.

  Sincerely, 

  ARW Home

  Customer response

  06/20/2024

   
  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

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello Im *******************************,My air conditioning really bad leaking in my house but American Residential Warranty refused to fix it. I been have American Residential service as warranty one year Please call my phone number #************ Im deaf Thanks *******************************

  Business response

  06/17/2024

  Hello, ************************,

  We appreciate your feedback. As our customer service agent explained on May 29, 2024, your plan does not cover the issues you've encountered with your unit. We realize this may not be the resolution you anticipated. Still, upon reviewing the plan's terms and conditions, you'll see that the information provided by the agent aligns with your coverage plan. Should you have further inquiries, please don't hesitate to contact us via email at ***************************************.
  

  Sincerely,
  ARW Home

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am LIVID right now. I called Friday (6/7/2024) for an emergency appointment because i live in ***** and its over 100 degrees in my house. I have three kids as well. They make me an appointment with a heating and air company for Sunday. Of course they are closed Sunday so no one comes out. I call them Monday and because they didnt get ARWs request until the weekend they werent able to come out until Tuesday. Well, they come a diagnosed my AC unit stating that it will cost $5k to fix. They said they were expediting their report so that we can give a faster response due to the severity of the situation. I called AWR today and they pretty said they will not fix my ac unit do to the age and the most they will cover is $600. I have been with this company for 2 years, paying $54 a month and never even filed a complaint until now. I have paid OVER $600 to this company and they wont even cover my appliances that i pay for! I have the best plan. I feel like they are putting my kids life at risk but not taking this situation seriously. I asked for corporates number and email and they refused to give it to me then hung up on me. I am a veteran and a realtor who recommended this home warranty to my clients. I definitely want to take this to small claims court because this treatment is unacceptable and their clients arent important to tgem

  Business response

  06/13/2024

  ******, thank you for reaching out. We recognize that the outcome of your claim *** not have met your expectations. We have extended the maximum liability coverage as outlined in the terms and conditions of the plan, which were provided to you upon your enrollment last year. You were informed of a 30-day review period to evaluate the plan documents to determine if they satisfied your requirements or to contact us for cancellation and a complete refund.
  
   Committed to customer service, we have reviewed the call recordings and verified our representative made every effort to explain the plan and its coverage comprehensively and professionally. The terms and conditions of the plan have been uniformly enforced in this matter. We trust this explanation resolves any concerns.
  
  Regards,
  ARW Home

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2024, I reviewed a bunch of home warranty companies (replacing Choice Home Warranty after three years for c*** service/********) and I decided on ARW based on BBB ratings and reviews online. The rep sold me the highest plan and I prepaid the year to get a discount.Lo and behold, three months later I need to make a claim for my stand alone freezer (I have multiple extra units that I described to the sales person and they assured me would be covered at the max ******** I elected for). I entered the claim twice online and after two weeks, followed up with a second call to find out what the hold up was. The first call I made claimed to have nothing in thier records and since I couldn't fully understand the guy on the phone (I was assured they hired local, native English speakers at ARW - apparently not the case now) I opted to just try again online. Two weeks later, I went through customer service to get to the bottom of things.**** (customer service rep) informed me the stand alone unit was not covered (first I heard of it, there had been no communication regarding this issue) and that it could be added for an extra cost. Once I knew that was the issue, I requested immediate cancellation and refund due to false representation of the service.1. English speakers is clearly a loose interpretation. My issue was being able to effectively communicate me needs and this was not met.2. I was assured I would have extra ******** by buying the highest service. Clearly a false representation to get me to sign up for service.3. I requested an email confirming my request to cancel with the confirmation # and was told they don't have a way to send me that. Shady business. I have been told I would be getting back a partial amount ... but **** couldn't tell me how much and it would 7-10 business days. My confirmation # is P316265 and I want the full $699.99 refunded due to non-use and being sold a policy that did not cover what the sales person claimed it would.

  Business response

  06/05/2024

  Thank you for your review, *****. All our calls are recorded; therefore, we retrieved the sales call to review what occurred and discovered no mention of the need for additional coverage. The representative reviewed the list of items covered under the plan you purchased. We also noted that the sales representative made an extra effort to ensure that your appliance was covered for future claims. Additionally, the agent sent the plan's coverage details and terms and conditions for your review to confirm that the plan met your needs. Our employees are all dedicated to assisting with our client's needs. Your account was canceled per your phone request. A refund was processed, and the funds are being returned to your bank.
  

  Sincerely,
  ARW Home

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a customer with ********************** for over a decade, with advertising on "3rd complaint we will replace the product". I have had multiple problems with my A.C. unit, but to no amends, they would send the same company out (while I would ask for another company), because the repairs would last for barely 2 months, I was always told that was the only company they had for A.C. repairs. not only did they not fix my unit, they had the audacity to tell me that the plan I had,( which was the top-level), , the repairs would exceed the limit and I will be force to come out of pocket, plus they recently, went up on the service call fee. I did not get what was offered , right know I should have been offered a " buy out" , I am TOTALLY dissatisfied with this company. I canceled all my accounts.

  Customer response

  05/31/2024

  Good evening, with careful coni would like to withdraw my complaint and move forward with a different, yet pos resolution.  Thank you for your time 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in March of 2024, I purchased a home warranty contract with ARW. This month I had 2 appliances break down. I went online to file a claim for the appliances. I waited 3 days and I didn't get a response. So I called, and the *** asked me if I have a plan, I said yes. He asked me a few questions about my home address. He told me I don't have a plan with them. They took payments from my account March, and April. Please look into this for me, thanks in advance

  Business response

  05/30/2024

  Thank you for speaking with us today, ********************. We are pleased that the misunderstanding regarding contact attempts has been resolved.As discussed, our claims team has opened the claim and attempted to reach you unsuccessfully, as they require additional information to expedite the process.
  

  Regards,
  ARW Home

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3-22-24 *****************

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Contract says if it cannot be Repsired, it will be Replaced. My water heater is leaking from the Top of the Tank. They sent a plumber out to inspect and he said its not repairable. Instead of replacing it they offered a buy out, I said I would like a new water heater please, they offered $200 the next day $400 and next day $500 well that wont Do, Your Contract says up to $1200 for water heaters. My house is 7 years Old, they try to say the what to old

  Business response

  05/16/2024

  Thank you for speaking with us today regarding your review, **********************. As we discussed we have evaluated your claim and confirm that the options provided align with the plan's terms and conditions. The initial buyout offer was made without the model or serial number necessary to ascertain the unit's age, leading to the preliminary offer. Once we received this information and verified the unit was less than ten years old, we issued the highest amount available thus settling this complaint.
  

  Sincerely,
  ARW Home

  Customer response

  05/29/2024

   
  Complaint: 21716297
  
  I am rejecting this response because:

  I excepted the buy out offered if $500 but have not received any thing yet.  I have the water heater replaced at twice the cost of the buy out.  I dont want to go back and forth with these people so can you make sure they are sending me the money.
  
  Sincerely,
  
  *********************************

  Business response

  05/29/2024

  Hello, **********************,
  
  
  Check number 7303 was mailed to the address on file on 5/23/24. If you have not received the check within three weeks of the mailing date, please contact us at ARW Home ************** so that our accounting team can stop payment and reissue the check.
  
  
  Sincerely, 
  
  
  ARW Home 

  Customer response

  06/06/2024

   
  Complaint: 21716297
  
  I am rejecting this response because: The business provided a $500 buyout check for the water heater. We deposited the check in our checking account on 6/1/24. We received a notice from our bank today (6/6) that American Residential Warranty (ARW) had placed a stop payment on the buyout check. ARW states unless we removed the contentment of the $125 they they charged my credit card for the ******* coming out to see the water heater when I sent them pictures showing the water heater, he took one look at it and said your water heater needs to be replaced was here 10 minutes.  They refused to replace my water heater so why should I pay for a guy to tell me or them it needed to be replaced when I sent pictures I am paying for a contract thats not being honored and now you want me to pay for a guy coming here and you stop payment on a buyout.  They are stealing from me a 75 year old Vietnam Veteran with 100% Disability and a stroke in January last year and a Knee Replacement who have Diabetes along with other medical conditions.  In other word I do not know who else to tunr too.  Can you please help me or turn me in the right source Thank you ******.  ****??
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Increase in service fee without notification or authorization.Sending a technician to my house who did not speak English.When cancelling the plan, I was given a hard time and it took forever as they tried everything in the book to keep me as a customer even though I explicitly told them I already had another plan in place.

  Business response

  05/16/2024

  Thank you for reaching out to us with your concerns, *******. We have investigated your complaint, and we were able to validate that we sent you an email notification regarding the increase in TSF on January 23, 2024, at 10:26 am.Additionally, you were notified when you called to open a new claim, and as a goodwill gesture, we refunded you $50 for the ************* Fee payment in March.
  
  The plan's terms and conditions also state under section H: If you have a monthly Service Plan Term, or we offer you a monthly Service Plan Term upon renewal,the price of this Service Plan and any included limits, fees or charges may be adjusted from time to time. Notice of any price adjustment will be provided to you in writing at least thirty (30) days prior to implementation.
  
  Sincerely,
  ARW Home

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is may 6th. I was sold a warranty on may the 1st under false pretenses by American Residential Warranty. Upon reveiwing the BBB complaints in addition to some questionable business practices i wasted over an hour of my time just trying to get my warranty cancelled only to find that they dropped the price when i asked to cancel meaning their prices are higher than what they needed and then the would not listen to a simple request of please cancel warranty when the man I puchased it from said No questions asked. I did not receive the declarations page in order to be made aware of the massive delay in getting a refund for a warranty i had for less than 7 days and now i have to wait a minimum of 40 days in order to get my money back. They refused to refund me and are hiding behind a policy declaration that I never received. ARW is collecting interest on my money without my consent and then dragging out the cancellation process like a timeshare. These are the reasons I would like a refund of my paid amount effective immediately.

  Business response

  05/06/2024

  Hi *******, 

  Your account cancellation has been processed as requested, and your refund is currently being processed. It may take 24 to 48 hours for the refund to be credited back to your account. Should you have any further questions, please don't hesitate to contact us.

  Sincerely, 

  ARW Home

  Customer response

  05/06/2024

   
  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.  It frustrating to have to file a complaint in order to get this company to honor their word.
  I am thankful for BBB for all you do.  
  Sincerely,
  
  ***************************

  Customer response

  05/07/2024

  I am still waiting for any sign of the warranty company to actually follow through with what they promised which was to refund me immediately.  If you receive no response from me in the next 48 hours this mean they keot their word.  Otherwise I will be writing to reopen my complaing and then call them out as liars in order to get the BBB off their back.  Thank you 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. ↩