ARW Home Reviews 1,136

Update on our hot water heater plight and American Residential Warranty Company. So the initial issue with the hot water heater was 5 September 2023. I paid the $75 service fee to have a tech come out to see what the issue was. I never got any information from the warranty company about what the resolution was or what the issue was. Fast forward to 6 October which was a Friday, once again an issue with the hot water heater once again I paid the $75 fee and was told they could not get a tech out until Monday. The tech goes out and says that the hot water heater needs to be replaced. They write up the estimate send it to the company that contracted them, the company that contracted them in turn has to wait 24 to 48 hours to get it in their system to in turn then send it to ARW for them to wait 24-48 hours to get it in their system. Once in the ARW system it then takes another 24-48 hours for someone to actually look at the request, once someone looks at the request then it takes another 24-48 hours for someone to actually approve the request. That is if someone from ARW doesn’t make a mistake and doesn’t overlook something or misread something and then have to ask the tech company to re-upload the request again which takes another 24-48 hours to get to the middle company, which then in turn takes another 24-48 hours to get to ARW, then 24-48 hours to get looked at again and then another 24-48 hours to get approved to have them say they will not approve the hot water heater replacement. We have on numerous occasions asked to speak to a supervisor only to be told that none are available and that they would have someone call us. Once again worst customer service ever. I had never had to use them for anything major like this before in my home and rest assured I will be cancelling my service with them immediately because I am very dissatisfied with them, their product, their lack of professionalism, their lack of truth, lack of standing behind what their representatives tell their customers. On 17 October 2023 my wife called and spoke to a customer service person and was told that if we paid to have the issued resolved ourselves we could get reimbursed. Well that is 100% false. Today we were told that we would have to open another claim pay another $75 service fee for the claim for an issue that is already been resolved by us not by them to get not even a ¼ of the money spent to have the hot water heater replaced. I saw that the so called owner replied to my other review and for some reason I highly doubt that the owner replied. If you are the owner, you should be ashamed, you sir or ma’am are what is wrong with this country. I served 20 years in the military. I am a disabled veteran. Why do you think I have a home warranty? Because I can’t afford to come out of pocket for large expenses like hot water heaters. Thank you for nothing I really appreciate it.

I reported a claim on Monday, @ 9:20PM because my HVAC was not working. Today is Wednesday, 1:30PM and a technician has not even been assigned. It's 84 degrees in the house and I have 4 children and 4 adults visiting from another state. I have called 3 times to ask when the technician will be arriving and was told they are still working on getting it assigned to a repair company. Each time I was advised by the CSR that she will escalate the claim. I requested a manager callback and was told it could be another 24 hours for a manager to return my call. It is unacceptable for me to have to wait in my home until someone is assigned and provide an ETA for repairs.
The CSR's are very nice and polite but can do nothing to resolve my problem.

Rude as hell, I told them to stop calling me and they continued. I told them that I already have a home warranty but the guy continued to tell me, he just wants to know with who. Called from 510.200.0382 number in California. If I didn't have a home warranty I sure wouldn't sign with them. Customer Service is RUDE & GHETTO.

Avoid at all cost. They lie. I was told by Chris the salesman that during the 30day trial period if i chose no cancel i would get a full refund. After reading other bad reviews I tried cancelling my plan and they said that company policy doesn't allow refunds during trial periods. total scam company. avoid at all costs

ARW/Ktrax
Have not abide by their contracts. Elderly parents have been without a dryer going on two months in Aug 2023.
They use stall tactics in order to delay serivce repair or replace of dryer appliances.
Don't waste your $84.99 and service fee of $75.00.
The customer service dispatch managers and contractors are inept and do nothing . They fail to contact you back place on long hold blind tranfer or just hang up. It's the same for everytime I have called on my parents behalf. I was a Quality Assurance Manager in my corporate roll... and I now the ins and.outs of call centers Phone review. They are failures of quality follow up and their repeat call ratio is extremely high.
Which means they fail to correct or address customer concerns or complaints within 48nhrs. It has been on going for 2 Mos in Aug. How they have a rating.of 4.5 tell me that they have in office personnel doing their review to inflat their ratings. When you have option in your dail up throught customer service that says... push 2 or 3 if your repair is taking long then expected or your contract has not.show up....that says it all! They know they have major problems with not fulfilling their contract obligations with the Consumer. I called 11 times in one day due to hang ups beening blindly tranfer place on holds no one following up. I have spent the last two week back and forth with customer service. Each call session lasting from 2 to 4hrs looping with the same ending ... nothing no repair date given no contractor sent out no follow up!

Purchased ARW home warranty about 8 months ago and then three months ago my 40 gallon water heater sprung a leak. I called and spoke to the representative and after about 10 minutes reviewing my policy he told me I was not covered for water heater damage. Fine, purchased one and installed it with a friend for about $575.00. Last week my central air conditioning started producing an excessive amount of condensation to the point that I placed the small condensation hose into a 5 gallon plastic bottle and the bottle filled up after 30 minutes. Previously the evaporation rate was less than a pint for a week of usage. Obviously the evaporation pan became damaged or maybe some internal filter became clogged but whatever the reason when I called ARW July 18th I went through the usual process where the representative looks up your account to identify you. He came back to the phone and again he had that same line, "I'm sorry, that's not covered in your plan." Well I guess the question that begs to be answered is, What is covered in my plan? ARW was quick to take my monthly payments for 8 months but both times when a problem arose I was told I was not covered for that specific item.

Based on our experience with this company, I couldn’t recommend them less. When we purchased our warranty, the salesperson verbally assured us that it covered our A/C up to a total replacement. However, a year later when we made our first A/C claim, we were surprised to learn that it was only covered up to around $600, and they would only pay a portion. To cut our losses, we decided to get the claim paid for and then cancel the warranty. But after we got the work done and submitted the paperwork, the whole payment was denied. I spent almost three hours between two different calls trying to confirm that they weren't paying it. Throughout the process, we were repeatedly told that the situation was being "escalated," yet they weren't processing our claim in a timely manner. Moreover, a customer service representative later informed us that there were no "escalations" on our account, and that they were going to escalate our inquiry into why our claim had been denied after it had already been approved. When we called back, they seemed to be unaware of this "escalation." Every time we called, we had to explain the whole situation multiple times as we were passed between the claims and customer service departments. Ultimately, we have decided to cancel our warranty. However, we can only do so tomorrow, as the customer service department was closed by the time I got off hold with claims. If you are reading reviews about them, be sure to sort them by recent to get a better picture of what customers really think. They do not list their customer service times or phone number on their website. Their customer service hours are 9am-5pm Eastern, and their number is 1-599-556-0467.

Untrustworthy! called to make my first claim request on the first effective date of coverage and was told--oh, no, your coverage doesn't actually start on the date provided on your contract (the declaration of coverage). It starts the day after. Also, since, you called to make a claim today, it's now a pre-existing issue, and we will not cover the claim! In addition, ARW refuses to provide this denial of service and explanation in writing. I also asked for a refund of the first and second month (yup, they'd already charged for the second month of coverage) and was refused a refund. I asked for a written confirmation that my credit card would not be charged in the future, and was told that they don't provide written confirmation. ARW specializes in scamming people. Stay away.

THIS COMPANY IS A RIPOFF IN MY OPINION. I called them now going into my 2nd week. No calls and my stove top and oven is still out. I’m an eldery lady and cannot have takeout due to the sodium in their foods. They are giving me run around to call back. They take my money quarterly and when I called last week they took the deductible, I have still not had anyone to call me. 7 days now and they told me it would take 24-48 hours. It’s been been 168 hours. This is NOT acceptable, they have my money and will not send someone out to fix my appliances. They said they assigned it to someone and when i call it’s a voicemail. Unasked to be switched, they are now saying another 24 hours just to get assigned to someone else. Im unable to speak to manager! Very disappointed with this so called company.

We have been with the company for nearly over 15 years. We have the premium plan that allows for fully replacement. We have been out of AC for over a month. The temperature in Texas isis in the 90's while that sendsthe temp inmy house up by 10 degrees some days . They have denied the claim to repair or replace the AC which is irrepairable requiring a new AC. The policy says will replace for normal wear and tear. The item was installed in 2006 the fan rusted and drop down and destroyed the condenser. The HVAC team staed the item was irrepariable and need to be replaced. ARW has denied the claim. We appealed several times. The customer service apperas to be helpful sting they eiwill expedite the claim and stating it should be approved but still send it back with no approval. The company strings you along so that you dont cancel your plan.
When the water heater busted during the wierd cold spell in Texas they did not pay for replacment only partial cost. This is the worst company ever. They do not deliver. The customer service is poor. They are difficult to get a person on line or a supservisor. I have paid into them at the higher premium rates for far too long to recieve nothing. We are cancelling our and will find a nother company with integrity and
good customer service.

THEE ABSOLUTE BIGGEST SCAMMERS OUT THERE!!! I have contacted the corporate office trying to resolve the issue. $6300 out of pocket for an A/C that had to be replaced the day after we moved into our new home. We had a vendor come out, make the first repair as they instructed us to do, two days later the entire system burnt out. They left us without AC for over a week, in July, in Florida with two small children, one who is asthmatic! After waiting a week, they denied that the unit failed and told us they wouldn’t cover it, even though our policy covers repairs & replacements. Im disgusted and now I will have to have to pursue legal action against them.

I have been using for a few years now with no problems, they do not honor the we replace if it can’t be fixed. One of my refrigerator needs a new gasket, no longer made, they were supposed to contact me but never did, now I need my Moen replaced in my kitchen and even though they have replaced before they do not cover, mind you I have the same plan Ane the cost has gone up. Time to cancel, buyer beware. 8/23 I got reimbursed for the fridge they couldn’t fix, I’m still on the fence about keeping coverage for appliances that maybe break every few years. I will decide when my credit is up at the end of the year.

Sent in to be contacted for a quote. Answered call back and ask what the rates are. The guy on other end was very rude in replying. Said there isn’t just one rate in tone of talking down to me instead of going through rates with me. He made another snide remark about if I’ve ever had a home warranty. At this point I replied he don’t need to be a sick and hung up. Their rating might be good but customer service like this will kill your business

***UPDATED 6/9/2023: SCAM ARTISTS!! Yesterday I spoke with an agent who informed me that my case had been closed. He informed me that they repair, they do not replace. His exact words. So i have been getting the run around since April when they knew that they had no intention of honoring their contract. I asked to speak with a supervisor and was told that one would reach out within 24 hours. It's day 4 and still no call back. AVOID THIS COMPANY AT ALL COSTS***
DO NOT PURCHASE UNLESS YOU WANT TO WASTE YOUR MONEY. I would give 0 stars if I could. I have been waiting for a hot water heater replacement since the middle of April. The plumber that ARW sent out said the hot water heater needed to be replaced. They waited 3 weeks to send out another plumber who is saying the exact same thing. Every time I call, they say that the claim is still under review. Every time I call, they say that they are escalating my issue and someone will call and let me know something. I never get a call. It seems that they don't want to pay for a new water heater. They do not honor their warranty contract.

I called ARW today to get a quote for new coverage. The agent (Erica) was friendly at first but wouldn’t provide me with written details about coverage options when I asked for them. I explained that I was comparing ARW to two other highly recommended companies and wanted to be able to understand the details of ARW’s plan. She tried several times to have me sign up now and finally said that the only way I could see that information was to “sign up and then cancel within 30 day waiting period” if I didn’t want to stay with ARW. I told her that I won’t sign up for a service if I can’t see the details and she said that I should have told her that was the case before we spent 25 minutes on the phone! She then disconnected the call!

Based on this interaction, I am going to run away from ARW. My thinking is that if the sales team has poor customer service, it doesn’t bode well for how they would treat me once I became a customer.

Customer service is not readily available. You will spend hours waiting on the phone to speak with an agent only to be transferred to another department that does not answer. They do not have service providers in every state where they are selling these plans.

Their CSR Karen did an excellent job taking my payment over the phone and sending us our policy documents. We have been with ARW for many years now and the service has more than paid for itself over the years. They always fix our problems quickly and efficiently for a very low service fee. The peace of mind this provides is priceless. Would highly recommend their services to anyone looking for a dependable Home Warranty Company. 5 Stars!!!

This is the worst company ever. If I could give zero stars that would be more appropriate! They seem like a total scam. In fact, on their website they claim that Trustpilot has a 4 1/2 star rating and yet they don't have that high a rating. Pay them for months and then call them when you are in need and they will string you along for weeks. I am assuming they are just hoping that you will get tired of it and get it fixed on your own. Do yourself a favor if you are debating on getting a home warranty and take the money you would send them monthly and put it into a savings account for when you need it.

We are dealing with a loss of water. Our water turns on and off because of a bad pump and switch. We have now had 2 different plumbing companies come and give estimates. One of the companies told us that they do not deal with warranty or insurance companies because they have been burned too many times. Meanwhile, the company was referred to us by ARW!

They deserve negative stars. They steal your money on the warranty plan and then again for the service calls. Send jokes of contractors out to “fix” your broken item and when you report it not fixed they require ANOTHER service fee to send someone else out. Buyer beware. They are horrible.

After speaking with someone about adding the 4 in 1 package to my newly purchased home in Kansas, I have concluded that this has to be the most unprofessional company in any market space. How did I come to that conclusion? I'll tell you.

I got a call from my wife who added me to a conversation she was already having with a representative of AMERICAN RESIDENTIAL WARRANTY. Once the introductions and pleasantries were out of the way, I proceeded to ask the gentleman different questions that I had about services that were offered in that bundle. The representative was polite and answered my questions thoroughly and professionally. I brought up the topic of price after the military discount was offered (apparently, they offer that). From there I told the rep that I would talk to my wife about everything and one of us would call them back. The representative interrupted and asked something to the effect of "are you interested in a discount" or "if they could offer a discount could they earn our business, right now". My response was that I am always interested in a discount. The representative said that he needed to get a supervisor to see what they could offer.

Once the supervisor got on the phone, we exchanged pleasantries and cracked a couple of jokes. Once all of that was over, we started talking about the online price of the 4 in 1 package. After some time, the supervisor offered a price of $125 and some change. That is down from the original internet price of $129.99. He also offered to wave the processing fee. We shared some words around my approval of the discount. This is when thing took a drastic turn.

I told the supervisor and the representative who was still on the line, that I needed a direct number to one of them. I explained to them that I would be continuing the process of signing up for their service instead of my wife. But I needed to go to a meeting. The supervisor then interrupted and said something to the extent of, "if you don't have the money right now, we can post date the payment." I told him that money was not an issue and that I was taking over for my wife, but I had a meeting to go to. That even though I was on the phone with them, I was still at work and had a job to do. The supervisor then says something to the effect of, "do you need to ask your wife for permission?" I asked how you come to that conclusion based on what I just said. I even repeated that I'm at work and have a meeting to go to. The supervisor then said, "so you have to ask your wife's permission before you spend $125? She make all the financial decisions in your house?" At that point I said, "F it. Since you want to be disrespectful while you're supposed to be making a sell, this f'ing conversation is over and we won't be........" That’s when my wife disconnected the call.

So, based on this one and only interaction I would recommend that anyone looking for an extended home warranty, look anywhere other than AMERICAN RESIDENTIAL WARRANTY. It appears that this company has a customer service issue. It might be the lack of training, lack of quality assurance or maybe poor employee screening. Keep in mind, this is an experience with a supervisor before the company acquired me as a customer. Imagine the possibilities once you're a paying customer in need of their services.