ARW Home

Business response:

*****, thank you for sharing your feedback. Were sorry for the frustration you experienced.After your escalation, our team contacted you directly and confirmed that we would move forward with ordering your selected ceiling fan through Lowes and coordinating installation on your behalf, so you would not need to pay out of pocket or manage reimbursement.While coverage limits and deductibles are outlined in the Terms & Conditions, we do strive to work with our customers to find solutions when possible. We appreciate the opportu... read more

Business response:

******, thank you for sharing your concerns.We would like to clarify a few points for accuracy. You enrolled with ARW on 11/7/25 and opened a heating claim one day after your plan became active, at which time only two monthly payments totaling $129.98 had been made. The assistance offered under your plan exceeded the amount paid into coverage, which is consistent with how home warranty plans operate.The buyout option discussed was optional. You were also offered the opportunity to proceed with repairs with a small out-of-poc... read more

Business response:

Thank you for sharing your feedback. We understand that claim outcomes can be frustrating, and we appreciate the opportunity to clarify the facts. Your claim was reviewed and handled in accordance with the Terms and Conditions of your plan. To resolve the matter, you accepted a buyout, which may be used toward service outside of the warranty. This resolution finalized the claim. While we regret that you remain dissatisfied, the claim was administered fairly, transparently, and in compliance with your coverage. Escalations... read more

Business response:

Dear Ms. ****************** reviewed your claim, technician reports, and all related call notes. The denial issued on November 28th was based on the documented findings from both technicians, which confirmed that the tankless water heater failure resulted from lack of required annual maintenance. Under Section F of your Terms & Conditions, failures caused by insufficient maintenance or cleaning are not covered.While we understand your concerns about the first *********** all contractors assigned through ARW are licensed and ... read more

Business response:

****,After reviewing the call recordings and account records, we confirmed that you contacted American Residential Warranty (ARW) directly on October 29, 2025, requesting a home warranty quote. The agent clearly identified ARW throughout the hour-long call, answered all of your questions, and applied a promotional discount, which you accepted. The amount charged was consistent with the agreed plan and terms discussed during the recorded call.On November 4, you called ARW again to report that you had not received your plan do... read more

Business response:

We reviewed your account and call recordings and confirmed that our agents followed the proper procedures and provided accurate information. While not every plan detail is discussed during enrollment, customers are given a ****** money-back guarantee to review the full Terms and Conditions at their convenience.A welcome call was completed on 9/15, during which our representative offered to answer questions, and you confirmed you had not yet reviewed the plan documents.Your refund has been processed. If you need additional as... read more

Business response:

We sincerely apologize for any frustration you've experienced. Throughout your time with ARW, we've successfully resolved two major claims, and your coverage has provided more value than the total amount you've paid into the plan.We understand that delays can be frustrating, and we want to assure you that our Escalations Team took action to expedite your water heater claim, including approving a ****** payout to help resolve the matter quickly. 

Business response:

We sincerely apologize for the negative experience you encountered and appreciate you taking the time to share your feedback. We understand how frustrating delays and additional fees can be, and we regret that your experience did not meet expectations.Regarding your concern about being disconnected and blocked during your cancellation attempt, we want to assure you that our system confirms your call was not disconnected, nor was your number blocked. Upon review, we identified a technical issue during the second call that may... read more