ARW Home Reviews 1,135

I submitted a garage door claim on 1/25/2023. I still haven't heard a response as of 3/8/2023. If I had to do it all over again, I would choose ANY OTHER home warranty company over ARW.

The handyman service was used by Lowes handy independent contractors from my American Residential Warranty Company claim to install brand new garage door opener . Handymen never could install garage door opener to working correctly and entire system was taken down (multiple times ) , repurchased ( multiple times); reinstalled unsuccessfully ( multiple times)! Handyman service , Lowes Handymen contractor service , American Residential Warranty & AIG warranty claim services DO Not guarantee their service nor uphold to their written warranty contract & claims . The labor portion of garage replacement installation was never completed because Lowes used the horrible handy man service (Lowes hired unskilled contractors for their handy service.. lowes is contracted by American Residential Warranty Company) ; I had to pay out of pocket to authorized garage door repair service. Cancelling American Residential Warranty Service and never want to use any Handy service from here or Lowes . All companies blamed one another for poor services and gave apologies but NO one resolved getting the garage door opener LABOR /installation taken care of . Lowes handy service administrator said she was gonna reimburse incomplete labor cost but she lied and never fulfilled it either . This handyman service totally screwed me over and stole my money . Do Not Use this service !!! AIG claims department says they couldn’t reimburse what I paid to reputable garage door company for garage door opener installation because they paid claim to Lowes .. Lowes paid the money to their hired contractor who couldn’t complete the installation job . I was basically told “ not my fault by all different people, apologies but NO customer support or resolution. Had no choice but to hire reputable contractor to complete manual labor job of installing new garage door opener . Sent many emails to American Residential Warranty Company administrators and no one ever fixed problem. Horrible Warranty Company!! They Do Not warranty their work or complete warranty contracts!!
Here is copy of email LIE from your lowes handy service manager promising to reimburse my cost !! Never happened!!
Julia (Handy Customer Experience)
Apr 27, 2022, 9:51 EDT

Hi Carol,

Please accept our sincere apology for your recent experience. You counted on us to provide a service and we didn’t deliver. We’re extremely sorry for this and want to make it up to you.

Upon checking, the previous agent already contacted you in regards from this job. We have canceled your service request and we'd be processing a refund for the full amount you've paid through a check refund. To proceed, kindly provide the following:

Full Name
Complete and Best Billing Address (where the check will be sent to)
Screenshot of the invoice/receipt indicating the cost of the assembly service purchased from Lowe's.

Once we have this information, we can begin processing a check which might take up to 4-5 weeks to reach you.

Also, if the assessment of the professional from the item we suggest that you need to go back to your local Lowe's store for them to replaced the item.

We hope this helps.

Best,
Julia

Buyer beware. The salesman didn't just up sale the company to make a sale yeah I've never had a lot about the coverage. You're unable to see the contract until after you've paid for it. Customer service is a nightmare. And turn over times for a claim so far we're on 2 weeks nothing's been done, And the insured is a 70 year old man with serious Health issues. Filed claim on A/C 2weeks ago, 90 degree outside, company scheduled tech almost week out. Showed up in personal vehicle He never even looked inside a/C,. diagnosed prob. Left and no contact with him or company for 3 mire days, and told freon and coil was not part of a/c coverage. Still no a/c and out an additional $50 for service fee. Service is not what I would call any of this experiance.

I appreciated the help that was given. I spoke with Matt and was able to work out a plan to keep my home warranty.

An absolute SCAM! Run from these people, they will not help fix issues with your house. It is a complete waste of time and money! We had a leak in our home, it cost us 14k to fix, they strung us along and would not help with the issue. All they do is try to find a way to not cover your claim, in our case its because some of our piping ran in our slab. They wouldn't even cover the piping that had to be replaced in the home.

Don't waste your money on this SCAM!

This Company is a rip off, do not waste your monthly payments and when you call then for service's you have to pay a fee of $55.00 before they take your order request.
When you call them they send your order request to Best Service of American and then they send a technician out to your home, the technician is another company. The claim now goes to claims settlement@ aig.com. Now you are going thru 4 different company before you can get an answer.
I have the Premium Policy paid $58.84 a month and I asked if it covered Air Condition thermostat and I was told. After I filed a claim for a Lenox Touch Screen Thermostat not working I was told they only covered standard thermostat. They did not make any attempt to say this is what that they will pay for the standard thermostat and if we install the Touch screen this is the difference you would have to pay.
They are rip off. Its best to keep your monthly payment in the bank and when your appliances break you pay to fix your self. They collect a monthly payment and then a service fee of $55.00 upfront each time you call them.
Save your money, do not throw your money away with this company.

SCAMMERS. After you cancel, they continue take money out of your account. Disputed with my bank. Will file BBB complaint. Only pays $1000 for HVAC replacement. Not an honest company. Total BS LIARS I sent cancellation email on JAN 13, 2023 and I called and your automated system select 3 to cancel your service. It is never, ever confirmed through this company. I will continue a BBB complaint

Thanks for walking me through everything Jake at ARW customer service

I switched from American Home Shield to American (AHS) Residential Warranty (ARW) in August 2022 because AHS kept increasing their prices for both the contract and service calls over the 12 years I was with them and we had an issue with the AC last summer that took Home Shield a month to get a contactor to the house to fix. ARW told me that heating and AC are considered to be emergency calls and a contractor would contact me within 24 hours.
This morning it is 3 degrees outside and my heater did not cycle on last night so I work up to an interior temperature of 56 degrees. I called ARW to put in an emergency work order and the service representative tells me they don't have any HVAC companies on contract to do the work in Reno, NV (the second largest city in Nevada) and asked me who I would recommend. I gave them the name of a well known local company and they said they would contact them and start the work order. I got a call 3 hours later from ARW telling me that the company I referred to them does not do warranty work and I could wait three to five days for their claims department to attempt to find someone or I could contact a company myself to have the work done then file with ARW for reimbursement. When I asked the limits on reimbursement, the person told me she didn't know and would email the information to me.
For a company that is rated in the top half of Forbes Home Warranties, one would have the reasonable expectation that they would have HVAC companies on contract to do work in a major US city such as Reno, NV especially considering the high temps in the summers can reach 105 and lows in the single digits to below zero in the winter.

Agent was clear and respectful

The sincerity and honesty shown by Jason Zobler. I wished more customer rep would display this type of courtesy and appreciation for their customers. Great job Jason!!!

I have been with ARW for 6 yrs and recently my HVAC went out during a very cold spell here on the East Coast so I called ARW to open a claim $55, Repair cost for the HVAC (which took 2 weeks to get the parts) $952 which I paid for by Credit Card and I submitted the invoice to ARW who requested additional information which was supplied by the Contractor and my claim came back FULLY DENIED today! When ARW requested more information the Contractor did not know what to say on the invoice other than possibly broke due to extreme cold weather but isn't that why we have insurance with ARW to cover unexpected break downs and emergencies when our units break. So far my cost have been $1000+ not to include my payment to ARW for my warranty service and I am a Senior Citizen on a fixed income and this has taken a big chunk from my monthly budget this month and next.

UPDATE: I have been on the phone with many Agents from ARW and they are sticking to their guns about not paying me I am cancelling my Contract with them after 6 yrs, they have been taking my money for a very long time and then denied my claim. ARW CANCEL MY CONTRACT IMMEDIATELY!

COMMENT: If you are a Veteran and I am dont trust ARW run as fast away from them as you can as they will SCAM you as they have me. After being with ARW I used them twice in 6 yrs my cost over 8K, should have known after the first claim and how long it took for them to reimburse me took now this claim as ARW states is FULLY DENIED. VETS run away from ARW as fast as you can and not only VETS anyone thinking of using ARW.....RUN AWAY!

Lastly:
A agent called from ARW and what good did that do before we even discussed the problem she laid it out that my claim is still denied based on the initial report from the contractor that it was possible my HVAC failed due to the extreme cold weather and a busted pipe...... is she talking about water? There are no water pipes to an HVAC system and was told that my claim is still denied. She also asked why the contractor changed the report to Revised, that was at the suggestion of one of her telephone agents during our conversation and the REVISED report stated that my system broke down from a total system failure which is exactly what happened the system failed it is a machine and they break. After debating with this person for about 10 minutes I told her that I had been a customer with ARW for 6 yrs and staring my 7 yr with them and I had only been a cash cow for the company as I only used their service once but I paid my plan every year $1300 and told her to forget about the claim as I was canceling my plan with them my total paid in the time frame is of 6 yrs is $7800 and again I used a claim once. So I told her to just cancel my contract and I will eat the $1000 that I claimed........ a brief moment of silence after I said that and she said okay I will put you over to the office who handles the cancellations. ARW you are a SCAM! and I hope that many people will read my review and stay clear of your company because you are wrong you took my money for all of these years and when I make a claim you deny it, I wish your company the worst financial times ahead in the coming months and years and when it happens call it KARMA for SCAMMING me and others. Also any VETERANS reading this and NON Vets stay clear of this company they are a RIP OFF and a SCAM! I will take this hit to get rid of you! Oh I forgot to mention that I was told by the Agent that ARW does not pay claims for System Failure which is my case then why do I have insurance with you it is for the unexpected but what is unexpected is when you dont reimburse a customer for a claim which I have read many reviews of you doing that! YOU want get my money anymore!

THIS COMPANY IS HORRIBLE AND SHOULD BE OUT OF BUSINESS!

Worst Warranty I have ever used. Needed a simple repair on the fridge and they don’t cover any of it. Paid $85 for them to just pocket it. I’m so disappointed in this company. Already paying a lot for the warranty and then pay another $85 just to tell me no? Man I got in the wrong career. I should’ve worked for this place…

The sales representative over sales your product without explaining what "pre-existing conditions" means.You make it too easy to sign up.I was too hopeful! When my claim was denied you refused to refund my payments>I had only been enrolled for my waiting period and the beginning of month 2. How can you cancel your policy if you do not know if you truly qualify until after you initial waiting period?
There seems to be some deception on your part and leaves you vulnerable to being deceived. I learned a big lesson.

Karen was very helpful and very pleasant and understanding

your representative, Karen, resolved our situation promptly, She is an asset to ARW and deserves kudos and a raise!!

It the customer service
Ronald was great

Everything I call I get REALY good service Joel help me and answered all my questions