ARW Home Reviews 1,148

Karen was professional and knowledgeable.

Karen was very friendly and helpful so we made the payment

The rep was friendly, HIGHLY knowledgeable and patient with my numerous questions (necessitated by very poor service of another company that led to my cancellation of that company). So glad I found arw. If all the reps are as top notch as Jason I will be a long term customer.

THE POSITIVE AND FRIENDLY ATTITUDE OF THE REPRESENTATIVE

From the moment I answered the call, Karen was so kind and funny. I've never been excited to pay a bill. A customer's experience who has common sense most of the time is based on patient a representative.

First of all, we purchased "Total Max Plan" July 13, 2023, after having a bad experience with another home warranty company {AHS} hoping ARW would be better and paid cash to ARW for it, we did not do the monthly payments. We used it for the first time on January 24, 2024. Our "Kenmore Elite" clothes dryer was not heating up, so I called ARW gave them the problem and details of the dryer {date-built, serial number, model, brand etc.} They assigned us to a company that only comes to our town on Mondays "Polished Appliance Repair". It has been over two weeks it will be three by time it is fixed, maybe more! Then when the repairman shows up, he did not have a part that fit. I gave model, brand. serial number and make to ARW. you did not transfer the correct information to the appliance company. The repairman said it was a "Speed Queen" I don't even think they make those anymore. So now we have to wait another week for them to get the part and come out to our place on Monday, February 19 which is the only day they service our town. You guys are a joke and on top of that I paid $100 deductible to you. Why can't you of assigned a local appliance repair shop? Weather is bad so hanging out clothes is not an option! Very frustrated by ARW. The salesperson said you were the best my experience with ARW so far is by far terrible!
Dissatisfied customer. Ray

Had a routine household problem (leaky kitchen faucet) yet they found a reason not to cover the issue claiming I didn’t sign up for some obscure separate “faucets coverage” which I was not made aware of when I signed up for their premier warranty plan. Buyer beware!

I spoke to 3 people on three different days. Rod at first very kind was glad I called. Didn’t get everything resolved due to me not having my bank account number ready. When I called back the next day I spoke to Brandon who seemed like I was bothering him he said I needed to speak to a manager who would call me 24 to 48 hours he. Needless to say no one called me within 48 hours, All I was trying to do was pay. When I called back the 3rd time I spoke with Matt, who was very professional and kind. I had decided b4 I called if he was like Brandon I was going with a different home warranty. However I’m very glad I spoke with Rod and Matt.

Thank you,
Toni and Malisah Newman

lazy more upsetting they take hours to answer there phone and they play nerve racking music and when they do come out the first thing they do is try to find a way not to do the job after you payed in advanced $100 I call for a disposal leak and they criticized my plumbing instead replacing the disposal What joke of a company

This is a terrible company, with horrible customer service, hours waiting to talk to someone. Do your homework, and don’t listen to the salesperson. Look at the details of the contract before you sign. I recently had a pool pump go out replacement cost over $2000 and they’re giving me $200, minus the $75 service fee.

They chetaed me, my amount got deducted twice and I have requested to cancel the service. Instead they cancel the service they have extended my coverage. I dont understand why to cheat peopl without there consent. We should sue such company.,

Have had the worst experience, 1 of the service was considered as part of service originally then mentioned not covered. Another service this year, took 2 months to have someone show up then to find out the service was not covered. Now i just called for another claim, was on hold for 5 minutes and decided i am done and doing a public service for you all with this review.

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.