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:04/10/2025

  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.

  *** is my home warranty and my ac is out. They sent a guy to look at it for an estimate, but its been over a month and just now they want another estimate! I live in *****, its hot and I need AC. This is why I pay for home warranty is for them to fix my things! They said when I bought the warranty that they had a 24 hour guarantee and they did not live up to that. It was a week before anyone showed up and its been over a month since then. Its hot!

  Business Response

  Date: 04/14/2025

  I apologize for the delay in service you have experienced. We have dispatched your claim to a new service provider that will be contacting you to initiate service. 

  Customer Answer

  Date: 04/22/2025

  I am responding to the business that I am unsatisfied with their response. The problem that killed my air conditioner was the incorrect size condenser on the fan motor. Not rodent damage. I am not asking them to fix the rodent damage, I am handling that. It is their responsibility though to cover the fan motor that needed to be replaced. That is what I bought a warranty for. They owe me $1000. 
  

  Sent from my iPhone

  
  

  Business Response

  Date: 04/25/2025

  Your contract clearly lays out that damage due to rodents is not covered. The servicer reported multiple issues tied to the rodent infestation including chewed wires. Failure due to size incompatibility is not covered either. Your claim was correctly denied based on your terms and conditions.  

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. However, I do not wish to pursue this claim anymore due to the businesses denial of everything Ive said. I cant argue with someone that calls me a liar, which they have in voicemails. I have had nothing but problems with them from the start. They will simply lose my business and I hope your report reflects that.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:03/20/2025

  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.

  We submitted an emergency repair request for our furnace through our home warranty program with American Residential Warranty. They are in violation of their policy with us, as they have charged us for our service call but have yet to schedule an appointment or follow up with us within the expected window.For context, the agreed resolution window is 24 hours for emergencies, ***** hours for general maintenance. The temperatures have dropped well below freezing at night and our house is inhospitable in this condition, and at risk of further damage due to a lack of heat during the Winter. We submitted our initial claim on 3/17, and are well past the emergency window at this point. We have called the claims line multiple times to try and force through an escalation and we've had no resolution at this time.

  Business Response

  Date: 03/21/2025

  Your claim was setup on 3/17 and assigned to a servicer on 3/18. Your contract terms state that we will initiate meaningful repair within 24 hours for emergency situations and that was achieved when your claim was assigned with that time period. You have an appointment scheduled for 3/21, at that point the servicer will determine what needs to be done to repair your system. 

• Initial Complaint

  Date:01/21/2025

  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.

  On Tuesday 1/14/24 we were having issues with our furnace, so we called to make a claim. The 1st someone came to diagnose the issue was the afternoon of 1/16/24. At that time they determined we had a faulty heat exchanger, the technician shut off the gas and power to the furnace due the amount of carbon monoxide that was detected. On 1/17/24 we received a text that our claim was with the claims authorization team and we would receive a call. We did not receive a call on Friday. We called customer **********************, with no help on Saturday. In fact we were hung up on a couple of times. On Monday 1/20/24 my husband made several calls, sat on hold for over 30 mins at one time and were finally told today the furnace would be replaced but we needed to pay additional $$$$ as the estimate was over the allowed maximum. Then we were called back and a message was left that said it wasn't a replacement but a repair. When we contacted the **** company towards the end of the day today to see if we could get scheduled and they are claiming that the replacement was not approved, only a repair has been approved. To say that we are frustrated and exhausted with dealing with this company would be an understatement.We have now been without heat since Thursday 1/16/24, in **, with negative temperatures. We had been a loyal customer since 2022. But it is safe to say we will not be renewing our warranty come July and will be logging a complaint with the BBB. There has been no urgency nor concern from their call center or claims department to the urgency of this situation.

  Business Response

  Date: 01/23/2025

  I apologize for the confusion around your furnace claim. Your claim was handled very quickly by our servicer and claims team there was just some miscommunication around how the claim would be resolved. At this point our team has talked to you multiple times and the parts needed to finalize your repair have been ordered and are being expedited. The servicer that communicated to you incorrectly has been coached so this issue can be avoided in the future. 

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22838150
  
  I am rejecting this response because: 

  I appreciate the response, although it seems it handed off to yet another company.  We have no issues with the service provider, that is here as I type finally fixing our furnace.  They have been fantastic. 

  My complaint is with ARW and Motili, I beleive.  I am not sure who I am even responding to at this point.  The complete lack of urgency and empathy to expedite this claim has been horrible.  You left us without heat for 2 weeks during which we had 4 to 5 days at sub zero temperatures.  Once it was finally decided how this would be handled, which took probably 2 days longer than it should have, the parts were finally ordered.  I have my doubts the part was ordered expedited as you stated.  Expedited it would have been received by the servicer within 2 days, it still took almost a week for them to receive the part.  

  I do not need anything more other than to say a phone call from someone in management that can affect processes within your organization so this does not happen to someone else and a sincere apology to acknowledge you messed up would have gone a long way.  To acknowledge you feel for our frustration, and our fear of future house damages this will cause would have been nice.  And yes we already have been notified you will not be responsible for any other damage caused by us not having heat.  I can say we will probably not file future claims even if we are able to due to your complete lack of professionalism and service.   

  Good customer ********************** starts with response time, GREAT customer ********************** includes not only quick action but also empathy for your customer's situation.

  Please do better.

  Sincerely,
  
  ****/******* ********

• Initial Complaint

  Date:01/06/2025

  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.

  I had ARW as my home warranty against indoor appliances for a year now until I observed a leak under the kitchen sink and after talking to them they took a deductible of 125 dollars from me and promised to sent a plumber and than called me to back to say they are not able to send anyone I'm requesting reimbursement for monthly payment menthol and out of pocket payment made so far I need help

  Business Response

  Date: 01/08/2025

  I apologize for any service issues or delays you have experienced. Our team has been attempting to contact you to process a refund of what you have paid towards your contract. 

  Customer Answer

  Date: 01/08/2025

   
  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.
  
  Sincerely,
  
  ******* ******* I do not accept the response from ARW they have not reimburse me with my monthly payment and my out of pocket for.. I need help or a referral your response is very much needed  thanks

• Initial Complaint

  Date:12/10/2024

  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 washing machine broke down and the repair was not executed properly.

  Business Response

  Date: 12/16/2024

  I apologize for the service issues you have encountered. As of 12/10 our team has setup a warranty of work claim to get your servicer provider scheduled to come back to your home and look at your unit again. 

• Initial Complaint

  Date:11/18/2024

  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 filed a claim on 10/30/24 to fix a leak I had under my kitchen sink. First, it took forever to get a technician assigned. I paid the $125 and the first technician was a no-show and couldn’t be contacted. After contacting ARW several times, I finally got a new contractor to show. He repaired the sink, but then needed payment. Initially ARW said that the contracted company needed to contact ARW and I be paid, but the contractor said that they don’t work with any insurance/warranty companies. I was then told to pay the contractor, and submit an invoice to be reimbursed. I did so, and when I called today (11/18) I was told the claim was denied because it was a replacement part, and my coverage (the highest tier they have mind you) didn’t cover replacement parts. If something needs fixed, it will always require a replacement part. That makes this “warranty” coverage an absolute scam, and this company needs to be avoided as much as possible. In the end, for a $165 repair, I’m out the $165, plus the $125 “service fee”, and the $949 for the policy.

  Business Response

  Date: 12/12/2024

  I apologize for missing this complaint. This customer’s claim was denied per our terms and conditions. The servicer the customer had onsite indicated that there were missing parts that caused the failure, and failure due to missing parts is not covered under the customer’s plan. Please communicate to the customer that their claim is denied.

   

  Thank you,

• Initial Complaint

  Date:10/01/2024

  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 paid 75$ for a service calll..to repair my refrigerator. They sent out a guy to look at refrigerator..I was told to unplug refrigerator let it stay unplugged for 12 to 24 hours then plug it back up. Did that an replug the refrigerator and still doing same thing..I tried calling him back but he doesn't answer..so I called ARW an they can't find anyone else to come out..an won't do anything but give me a run around

  Business Response

  Date: 10/08/2024

  I apologize for any service delays you have experienced. The technician assigned to your claim reported that you had not responded to their attempts to reach you and schedule an appointment which is why your claim was cancelled. If you still need service, please reach out to our claims team and setup a new claim. 

• Initial Complaint

  Date:09/26/2024

  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've been a customer with ARW for since 2017. First claim i filed was in in July 2024 for my washing machine.. ARW sent hired a third party repair company to come and take a look at the washer, The 1st Guy ordered parts the weren't needed and didn't fix the issue. two weeks later They sent a 2nd guy out , who said that the 1st guy ordered the wrong part, A week later they sent a 3rd guy out, which said that both the technicians that came prior to him ordered the wrong parts, and the cost of the part that's needed would take us over our warranty coverage amount. ARW should know or should've have known that the company they hired to inspect our washer didn't need to order parts that weren't needed. ARW didn't do anything to rectify the issue .. Our washer is inoperable, ARW is a scam

  Business Response

  Date: 10/01/2024

  I apologize for the delay in your claim. At this point you have used up all the available limit of liability for your washer per your terms and conditions. Between the initial repair and the buyout your contract has been fulfilled. 

  Customer Answer

  Date: 10/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:ARW Home warranty  Knew or should've known that the first technician that was sent out to asses the issue wasn't seasoned enough to diagnose the issue correctly after ordering the wrong part for the machine. But instead ARW home allowed anthor un seasoned technician to come and order another wrong part that couldn't fix the issue. The wrong parts that were ordered shouldn't have been accessed to my account. Customers should not be responsible for paying for items that 3rd party technicians wrongfully ordered. ARW HOME, customers service and  administrative  department poorly handled this situation by putting their customers last. People need to know how poorly  ARW home warranty really is. and should not be tricked into purchasing service from them.

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

   

   

  Business Response

  Date: 10/08/2024

  As stated in our previous response your plan's limit of liability has been met, you have accepted a buyout for the remaining amount of your limit of liability, so the claim obligation has been fulfilled. 

• Initial Complaint

  Date:08/26/2024

  Type:Order 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.

  Complaint taken over phone by BBB representative BA Consumer signed up for service on 4/8/2024. They advertise that they will fix or replace. He made a claim in June 2024 for repair of central air in his condo in Port Clinton that he rents out. The company had no representative in Ottawa County and the person they found did not show up for the appointment. He told ARW that is was too far to drive. Consumer then found a company that took a look at the unit and sent an estimate stating the unit cannot be repaired. ARW has yet to send the contractor authorization for replacement of a new unit. They are giving the consumer excuses but not giving a reason why. His renter stopped paying rent because there is no air conditioning. Consumer has paid around $700 so far for the warranty including what he paid the contractor for the estimate.

  Business Response

  Date: 09/03/2024

  The terms and conditions of your contract explain that if you are authorized to locate your own servicer your reimbursement amount will be based on what we would pay for that same part. The diagnostic report you provided showed that the coil is what failed, which does not necessitate a full system replacement. We calculated your reimbursement amount based on a failed coil as we are only going to reimburse for the part that failed. 

• Initial Complaint

  Date:08/19/2024

  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 purchased a home warranty from ARW 6/17/2024. There was a thirty day wait period. During this time my washer was acting up. I made a claim on 7/19/2024, and a service repair company gave me an appointment 8/2/2024. So 2 weeks for the appointment. at that time he told me what he thought the problem was, and ordered other parts "in case". He stated 5-7 business days for them to arrive and that he lived nearby and would be able to get them in soon. Since I have called the service company and received no call backs. I called ARW to get an update and after numerous calls, they still cannot tell me when the parts will be in. I am told to wait 24-48 hours each time I call. it has been acknowledged that it has been an excessive amount of time and that they have "escalated" the claim. I find it ridiculous they cannot determine when the parts will be delivered. Additionally, once they are delivered I will need to wait for the service team to have time in their schedule to make the repair. This puts me at over a month since the claim has been filed, heading into week 5, and I have piles of laundry, have paid $125 for work that has not been completed, and paid for laundromats over $120, as well as the monthly fee for the warranty. I have explained to this is not s reasonable amount of time for a repair and if they cannot fix it they should pay for a new washer, as stated in the policy. I have also been told there is no supervisor I can speak with. I feel this is not a reputable company, and I would like my monies returned or the cost of a repalcement machine.

  Business Response

  Date: 09/03/2024

  We apologize for the delay in your service, but in your complaint you explicitly document that your issue started during your contract's 30 day wait. If this information had been disclosed when you filed, the claim with our agents the claim would have been denied at that point. Once we learned this information it was clear this issue was pre-exisiting and your claim was denied per your contract.  

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22164192
  
  I am rejecting this response because the company continually stated over a 3 week period the parts were ordered. They kept saying to give it 24-48 hours, every time I called. When I asked to speak to a supervisor I was told none were available. The only time I got results was when I conracted the BBB. They delayed and delayed, promised action and never followed through. My washing machine had issues after the wait period, and I had to wait 2 weeks and was asked by the woman from the repair company they contacted, to tell her the problem to order parts over the phone! Then I waited 1 month for them to arrive after being quoted 5-7 days. The repair company never called back. I only spoke to the warranty company, who were the ones actually ordering parts. This is odd to begin with. I kept asking why someone couldn't just call the parts company to get an eta? i was constantly told they needed to "follow procedure". It was constant delays with NO answers.. SCAM!!!
  
  Sincerely,
  
  Andrea Olsen

  Business Response

  Date: 09/03/2024

  Your claim was in progress before you put in writing that the issue happened during your 30 day wait period. All pre-existing claims are denied and once we had that additional information, from you, on when the issue with your unit began it was determined to be pre-existing.