ARW Home Reviews 1,129

My experience with Karen was so pleasant. She made me feel so comfortable with asking my request. Request granted. Great customer service!

My experience with ARW has been horrible! I I filed a claim on May 19, 2026 and I am very dissatisfied with the service I received and that my family has been without hot water for almost 4 weeks and they only came up with a resolution in the last couple of days. This is totally unacceptable when I had to pay $125 deductible on the day the claim was made and they only want to offer me $300 in cash if I don’t accept the offer that you want me to take with the offer that you want me to take is to pay an additional $1300 out of my pocket in order to receive a new hot water tank that is covered by the manufactured warranty. I pay monthly about $94 to have a good warranty and coverage on my home and for some reason, I am not receiving anything that I’m paying for you cannot treat families this way and you should not treat families this way when they have children or just if they’re purchasing a service from you I have asked on multiple occasions to speak with a manager and have been told there is not one available and one will get back to me and that has yet to happen. I have contacted other companies and these are licensed companies who charge approximately $2300 and that includes the installation and takeout of your current water heater and provide you with a new water heater. So for the company that they are working with to charge reportedly $2212 for the service is a highway rip off when no one is purchasing a new hot water tank. It is being covered by the manufacturer and if there is any additional cost that again would be coming out of by pocket, so please can you help me understand how your warranty is helping me the homeowner when I am paying you monthly and not really receiving a service. When I asked you about receiving my deductible back, I was informed it was nonrefundable and I am not sure why it’s nonrefundable because you have failed to provide a service. If you are only returning $300 to me then in reality, I’m only receiving $175 toward any work involving me receiving a new hot water tank I feel this is totally absurd when a hot water tank is included in my warranty so you wanna know more about my experience. This has been the absolute worst experience I’ve ever had with a company and especially a company that’s supposed to provide a warranty to their consumer. This has been a degrading and humiliating experience for me and my family, and that we have had to go to other people‘s homes for the last four weeks in order to shower, we have had to go to the laundromat in order to do our laundry when we have a washer and a dryer in our home we have not been able to wash our hair nor have we been able to wash dishes without boiling water and we should not have to do that when we have a warranty that should be working with us and should have not held us in this situation for more than a week at most. As of today, June 11, 2026. This situation is still not resolved although you may say you have made a final resolution. The resolution is unacceptable!

Courteous, knowledgeable, trustworthy and very pleasant

Karen was a very helpful agent! She helped to move my new payment date to the 30th with no struggle at all.

Jared was a great help in getting a better rate under my current plan.

Part 1. Stay away from this company. The large print and pictures giveth and the small print taketh away! I was sold this by Home Concierge. They talked about the claim process being resolved within 48 hours and I decided to purchase the warranty. My A/C unit failed 8 months after my home purchase. I called in a claim and the technician company said they were booked a week out. I declined and asked that the job be opened back up and another technician came out the same day. He did everything that was expected and submitted his findings to ARW. Every time they asked the tech a question the reset the 48 hour response time! This back and forth blooming the tech for improper submissions, which were false leads to my being without A/C for three weeks! Then they stated they only cover $1500 on a total repair or replace! The beautiful graphs state $6000 yearly limit on A/C repairs but the small print in the declarations pages is hops they take back everything you see on the website and the app! Steer clear of this company! You’ve been warned!!
Part 2. So I speak with the technician later that afternoon and I let the tech know I’m selecting the $1500 option and utilizing their service. I call ARW to let them know I’m selecting the unit to be fixed by their tech! Doing what I was told I requested the $1500 and not the amount is only $1250 cause they hadn’t to pay the technician??!?!?! I paying the tech you sent and he wants payment in full! This is the most legal scam perpetrated on the American people I can think of! So I’m paying $4500 because it will not get fixed unless I pay their tech. Who in turn will recover payment from ARW! Lastly by paying the technician myself ARW conveniently let me know that the only future A/C repairs will not be done unless I have proof that I completely replaced y whole A/C with a new Unit. Even though I’m using the technician they sent! Tread the fine print and stay away from ARW for your home warranty needs!

I called with a billing issue and Karen was very understanding and helpful. My issue was resolved in a matter of minutes. No long wait time and no misunderstandings. Thank you!

Lissandra was very helpful , professional, caring and she listened to what I had to say . She displayed excellent customer service.

June 1, 2026
Our AC was not cooling so we called ARW. A guy came out that evening and looked at it. He stated there was a leak in the line and he would need to come back. Well, another company got involved - not sure why but it has been back and forth. When you call they put you on hold forever. They have to submit the plan, review the plan, etc… They don’t call you back. It is Friday and still no one has been back out. On top of that I had knee replacement surgery and it really has been uncomfortable. They told us this morning that they would expedite the claim. I don’t think the people in customer service know the definition. I suggested that maybe we go back to American Home Shield. You know you hear how these can save money if there is a big issue and it has for us. We have never turned in tons of problems, but these companies I am beginning to believe are a scam. Choice Warranty seems to be rated #1. Might need to look into them.
Very upset and disappointed!!!!
Today’s date June 5th at 2:00 pm
Praying we are contacted today
Seriously praying to the Lord

KAREN made the experience quick and easy. She was a pleasure to talk to.

As a former retention employee of over 2+ years, I encourage consumers to carefully read the terms and conditions of any service contract before purchasing. In my experience, many customers were surprised by coverage limitations, claim limits, fees, or exclusions that they had not fully understood at the time of purchase.

I often found myself speaking with customers who believed their coverage would provide more protection than what was ultimately available under their contract. Because of that, I strongly recommend reviewing all plan details, coverage caps, service fees, exclusions, and limitations before making a decision.

From my perspective, there were also challenges related to training, leadership support, and operational consistency, which sometimes made it difficult to effectively address customer concerns. Long hold times and employee turnover were ongoing issues that affected both employees and customers.

As a former retention representative in the Boca Raton office, I frequently handled calls from frustrated customers and felt that employees would have benefited from leadership with deeper experience in retention and the home warranty industry. At times, I felt there was a disconnect between frontline challenges and the guidance provided to address complex customer situations, making it more difficult to effectively resolve concerns and retain customer trust.

One of the challenges I experienced was limited access to management support when handling complex customer situations.The hold times are so long due to this. There were times when employees needed guidance, coaching, or escalation assistance but felt that leadership was unavailable or focused on other priorities. As a result, frontline representatives were often left to manage difficult customer interactions without the level of support that would have helped achieve better outcomes for both customers and employees.

This review reflects my personal experience and opinions as a former employee. Consumers should conduct their own research, read all contract documents carefully, and make decisions based on the specific terms of the coverage being offered.

I do not share these thoughts out of malice or resentment. I am sharing my experience because I believe consumers deserve to make informed decisions and employees deserve the support needed to serve customers effectively. There were many hardworking people throughout the organization who genuinely cared about helping customers.

You have a bunch of liers in your staff. They claim they will not put.you on hold then that's exactly what they do. The biggest lier you have is Dillion Sloan he caused me to lose any chance of getting my plumbing issue taken care of. He had me call Choice home warranty & canceled out my plan. He said he would get someone out here today. He has done nothing since the call this morning. Too much of a coward to return my phone calls. Now I don't know what to do because I'm stuck with no ANSWERS. AS far as I am concerned this is mental abuse of an elderly woman. Y
Our billing states that it takes 30 days to go into effect?????? He told me it would go in effect today & he would have a plumber today. LIES ALL THE WAY

Kevin was Outstanding! Thank you for your service.

I am glad to be a part of a wonderful American Residential Home Warranty team, which excellent warranty.

Martha was a pleasure to work with....she showed knowledge of what she was doing...did it quickly and with great customer service extended

Had the pleasure of speaking with Martha as my ARW rep today. She is amazing! I was very confused regarding charges ARW had charged me and Martha clarified everything with patience and understanding. I am grateful to have experienced genuine customer service rather than a robotic telephone message.
In today’s times, it’s refreshing to speak with a live customer service rep, that actually cares…
She corrected errors in my plan, although they were not her fault , and she was a pleasure to speak with…

Thank you Martha…:)

Marta was very pleasant and walked us through our plan and showed us why we should not cancel. Marta is a great asset. Prior to my retirement, I ran a call center and Marta would be a choice I would make to have on my team.

Karen is polite and resourceful. I appreciate her assistance today!

I called to renew my policy and spoke with Karen in Billing. She was awesome, helpful, professional, and you could hear her smile.
She took the time with me and helped me out.
Thank you