American Residential Warranty
Home Warranty Plan Details and Reviews for American Residential Warranty
Premium: $410
Deductible: $50
Effective: 30 days after enrollment
Web: arwplans.com
Deductible: $50
Effective: 30 days after enrollment
Web: arwplans.com
Special plans available for selected appliances only
| Home warranty is a complex insurance product. Unlike home insurance, it does not provide blanket coverage for all appliances. Pre-existing conditions and problems resulting from lack of maintenance of appliance are are generally not covered by home warranty companies. Home warranty sellers may not state these factors clearly, and this will create dissatisfaction among customers. Due to these factors, you will see many negative reviews here. Don't be intimidated by some negative reviews here. If you have maintained your appliances in good condition and go with a reputed home warranty provider, your coverage will be fine. |
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We discovered today that 24/7 means a call center will respond to an emergency on the next “business day”. No one in the call center knew the guarantees provided. I read the book to them, and they “did not know” . If the heat is over 95 degrees the warranty calles it an emergency and promises to have AC repaired within 24 hours. Our appointment is one week out. The emergency number in the book is wrong. We did get the right one on our 4th call. The best they could promise is a call on Monday. It is Saturday and has been well over 100+ degrees for over 40 days her in TX and people dying of heat stroke. Elderly people living in the house. Our past warranty companies have been more responsive, without calling it an emergency. The plan says we can get our own licensed insured contractor if they cannot come within 24 hrs. No one would give us authorization to do that by email. Since other information was not accurate in the plan we are concerned we would not get a refund and do not have the funds to do this which is why we bought the plan. We are real estate agents and have recommended this service to many people now finding out the service is so poor.
I have had many of the same issues with this company that others have identified. Currently I am waiting for a reimbursement for a repair that I finally had to have done on my own since they would not follow through with their own contracted repair people. I ended up having to do all the calling of repairmen, and felt like I was the one doing all the work and follow-up. Spoke with representatives with ARW many, many times without any resolution. It just became ridiculous, time consuming and exhausting! They are polite but just don’t do anything. I also have spoke with Chris & Charri who no longer will call me back. Worst experience I’ve had with any business. It was a blessing when my contracts (I had four) expired.
this company has by far the worst customer service i have ever dealt with. i would reather go to the dentist then have to try to deal with there customer service department. and lets not even discuss the customer service manager josh bower. he is probably the most rude arrogant person i have ever dealt with.
Our water heater gave out, flooding the basement in our new house in Collingswood, NJ. We called ARW several different times to schedule a service call, and received contradictory information with each call (phone calls were not returned, as promised). The local plumbing company they eventually called quoted a replacement cost 3x the local average (we researched 10 local plumbers after finally receiving their quote). ARW wouldn’t pay what their own contractor indicated. Ultimately, ARW agreed to pay $300 towards the $850 replacement cost. We submitted the claim on March 7. On followup on March 12, they’d lost the claim, so I faxed it to them again. I asked for a statement, in writing, that the promised claim would be paid out within the 10 weeks promised–ARW didn’t respond. It’s August 1, and the claim has not been paid. ARW says there was an “oversight” and that they will pay by August 12. The next call they receive will be from my lawyer.
Have a rental property in Boca Raton. In my lease my landlord has it so me and my tenants have to take care of the appliances. I got this program so I wouldn’t have to worry about most importantly my Air Conditioner and i guess other systems (plumbing etc). Bottom line is my A/c went down (maybe I shouldnt have had it set at 68) all day but it was hot and they repaired it within 2 days. Also their customer service was good I used their online system and got a call back early the next day. I am thinking about getting into buying rental properties and this is something I 100% would use on all of them.
If you are a contractor my advice would be to NEVER complete any work for American Home Warranty’s – they DO NOT PAY!!!
I undertook their work quickly and they had no complaints (as verified by their manager Josh)…but excuse after excuse has been forthcoming when it comes to paying the invoice for my services.
They have not returned calls for weeks. If you are a small business owner like myself who can not afford to write off $300+ of work done – DO NOT WORK FOR THEM!!
My air conditioner wasn’t cooling (100 degree weather). I called ARW about 8 to ten times. I kept getting disconnected right before talking to the right person (like they were just releasing the call. I went online to find more phone numbers. Finally got to a real person. She said they were swamped and would have someone call back. No one did. I tried several more times before getting my claim in. I paid tech $55 and he said I needed evaporator coil and air handler replaced $3800. Chris w/ ARW (not pleasant)didn’t return my phone calls. I waited several days only to find it wasn’t covered. Again, he didn’t even return my phone calls. I wasted lots of time and threw away $55. I called another company it is fixed and they said I didn’t need a new coil or air handler. ARW is a scam and has NO customer service.
This program is really a life saver no joke. I just bought a house while I was getting my Masters degree in DC and I rent it out to a few other college friends who live with me. 2 months in my friends broke my dishwasher, refridge was going out, and I had electric problems (COLLEGE RETARDED FRIENDS!) so ARW came out and fixed it right away and saved me over 1 thousand dollars… Honestly I would recommend this to anyone… If you have any questions you can email me at [email protected] and I would more then be happy to refer you and get the 75$ gift card, also so people can believe this is a real review and know how good American Residential is if you have any questions feel free to contact me… -John O
I got a call from my tentant with some electrical problems….I never recieved anything/ contract…I have to look at my bank statement to get the number to place the call. I placed a call 05/27 @ 11:30 am – One of my properties was having Problems with no lights in the Kitchen and the ceiling fan was hanging by the wires…. I was told by the amswering service that someone would call me right back..If was now 3:30 and no one called. I called for the second time…I explainned the problem again the samswering service said someone would call me back in a few minutes.Said they were in a back log and promised someone would call back in a few minutes…No one called.I had gotten very upset.. 8 oclock 05/28 called again.Iwas told this was not en rmergency… AC was priorty… I told them this was two different services… I realy was’nt getting it…After the sixth call I asked if I could get someone to do the repair… I was told since this was not an emergency. It was not approved for me to do the services… I got someone to do the repairs and payed them out of my pocket…I asked for te name of the management and again I was told.They could not tell me the name of management or the VP… That did it.! I am in the process of cancelling my contact that I never got. I had a contract with another company for ten years and never experienced any thing like this.
In referance to complaint #56. I was pleasently surprised to receive a phone call from Josh of American Residential Warranty. I would say my conversation with him was quite pleasent. He explained that they had some technical difficulties in getting the checks out on time. My point was that no one ever returned my calls to explain this, my post on this board could have been avoided.
All outstanding invoices have been paid as Josh said they would.
I have had my residential warranty and I used two times and so far they have done good job on my dishwasher and central a/c, they came out both times and confirmedy appointments. it wasn’t same day on my dishwasher but they still came out that week because the techs had too many appointments or something. Overall they doo stand up job for me.
American Residential Warranty is not a Better Business Bureau Accredited business. That ALONE should tell us something. We all need to hold the companies like these accountable. Our parents knew better. Why have we become such a complacent, wimpy generation.
I made the mistake of believing their commercials and have paid the price. I hope you don’t have to.
Called Sunday afternoon when the HVAC went out, said we could wait for service on Monday and customer service said someone from ARW would call first thing in the morning to get service scheduled for Monday. No one called, I had to call THREE times Monday morning, and there is no way to contact ARW directly. Customer service is basically the gatekeeper. On the fourth call customer service had to ESCALATE my service request call. It will be over 100 degrees, I have a child and dogs, and ARW couldn’t get someone out until the next day, not TODAY. I told ARW the contractor they recommended last year was willing and able to come out NOW. ARW contracts out their warranties to local home warranty companies, and in the State of Texas, they no longer use a particular warranty subcontractor. This subcontractor is who recommended my HVAC guy. If I get great service by someone, I will want to use them again. And I am not waiting another 100+ degree day when my service request should have been handled today, Monday. I am cancelling my warranty with ARW. Screw me once, shame on you, screw me twice shame on me. I am not waiting to get screwed over in another emergency. I paid good money for this warranty service and I expect the same regard in return.
I USE THEM FOR 2 PROPERTES AND THEY HAVE DONE GOOD WORK. I HAD AIR CONDITIONER PROBLEMS IN BNOHT HOUSES AND 1 GOT FIXED IN 2 DAYS THE OTHER TOOK A BIT LONGER TO GET FIXED ALMOST 4DAYS BUT I GUESS IT WAS SO BUSY AND EVERY CONTRACTOR WAS SLAMMED WITH WORK.. THEY DID THERE BEST TO HELP THOUGH AND I APPRECATE THEM. SEEING BAD REVIEWS ABOUT THIS COMPANY I DONT UNDERSTAND MY EXPERIENCE IS SOLID GOOD.
Had them for about 7 months. First call was for an issue with the furnace, took two days to “find a contractor” to even give me a call.
Contractor arrives and says he can’t do anything because he found a crack in the heat exchanger. I tell him can’t you repair the problem which was the broken inducer, he says no can do, slaps a tag on the unit and goes away.
I get a call a day later stating that the repair can’t be done even though I tell them the heat exchanger is under warranty by the manufacturer and I can have that replaced, can they still replace the inducer. They say no, I tell them I want to cancel. They give me an e-mail to reply to so I hope I get the remainder of my deposit back.
The Claims Manager “Chris” was not a friendly character he did not empathize or even allow me to talk to someone higher up. I told him I was going to cancel and he just spoke in a deadpan voice about the process and showed no interest in retaining a customer. I feel glad to be rid of them and will end up buying a new furnace and have Sensible Home Warranty as my home warranty company.
Never have I had to spend multiple times calling a company and waiting for call backs. Even the reps who answer tell me about the messages they have to go through as if I am supposed to be shocked. You are a warranty company you need to follow through and give me a direct number to contact you and not have me navigating menu options and waiting on hold and for call backs. Good riddance.
I don’t where all these positive reviews are coming from. My refrigerator stopped functioning and what is supposed to be an emergency repair has not been taken care of 12 days and counting. The service guy called a few times but never came take a look at it. I called ARW several times and finally got tired of waiting and bought a new fridge.
Customer service is nice but you have to give your complete name, address and problem details EVERY TIME you call, it’s like they have no computers, account details etc. They just forward that information to someone else.
Total rip off.
I am a contractor who is owed a total of $714.23 for two jobs that I did for them in February of 2011. As of today May 31, 2011 they are 90+ days overdue in payment. The accounts payable person ” Shari” (sp), never returns my call. I have spoken to “supervisors” who leave a message for “Shari”. Truthfully, I believe that they are working out of someone’s garage, and the company is a scam.
Tomorrow, June 1, 2011, I will be contacting the NYS Attorney Generals Office, the FL Attorney Generals Office and placing liens on the two customers homes, because of the total non-professionalism on their part, of not returning phone calls and non-payment.
Avoid this company like the plague
I Called in on Memoril day because Heat wave and my A/C no good and so hot in house. Hard to reach rep I’m sure because holiday, but when they get call back to me I got help that night and they fix my A/c! Thank you ARW. -R.C
American Residential Warranty doesn’t tell you that they only cover one A/C unit with their PLATINUM???? or any other package. They certainly didn’t say that when they took my money. They also don’t tell you (except in the finest print) that they DON’T COVER FREON. Can you believe that? That’s like a car warranty that doesn’t cover the engine.
It took 3 days to get a call returned (they said their phone system had a problem when their internal phone switching hung up on me 4 times) and then it was a waste of time.
Beware of these people. They’re just an unreputable outfit that takes your money and doesn’t deliver.
IVE CALLED 3 TIMES WITH 2 CLAIMS BEING APPROVED AND 1 DENIED. I HAD MY AIR CONDENSER FIXED FOR 334$ FROM A SEARS TECHNICIAN THAT WAS NICE AND MY FRIDGE HAD A MINOR REPAIR WHICH I THINK THE DEDUCTIBLE COVERED. THEY DIDN’T COVER ONE OF MY CEILING FANS WHICH IS OK BECAUSE I BOUGHT A NEW ONE. I QUESTION WHY MY FAN WAS DENIED AND WAS TOLD BECAUSE IT WAS IMPROPERLY WIRED (WHO KNOWS I INSTALLED IT MYSELF, HA) BUT OVERALL ID SAY THEY DID A SOLID JOB AND I ONLY WRITE THIS BECAUSE IVE BEEN BURNED WITH OTHER PLANS IN THE PAST.
DRKD.
Broken AC- fixed. Skepticism was on my mind after speaking to there reps. Things sounded sometimes too good which is always a sign usuallyy. They fidxed my AC quickly though and saved me 300$. This is a money saver hopefully next service is as good as this one, and hopefully i dont really have to use it!.
Ben
in referance to complaint #49 i have just finally recieved what was owed to my company, josh the service rep for the company contacted our company last week and issed a check which we just recieved today, im happy we were able to over come this challange, how ever i still question the integrity of arw contracter relations dept, and finance dept, all of this could of been avoided with alot more communication, thank you josh
So far so good. American Residential was recommended to me by my realtor when it was time to purchase my house in 2009. I had to use them once in 2010 for a minor repair on my icemaker but they handled it quickly and they had a local technician from OTS contact me and worked around my busy schedule. The second time I had to use them was early April when my washer went out the service technician deemed my 8 year old washer machine more cost effective to replace so they gave me a few choices for replacemnt with an option to upgrade to a top of line through sears. Because I decided to take the upgrade I only had to pay an extra $50 or so on top of my $55 deductable and they game me a brand new kenmore front loader washer. The front loader is nice because it is energy effiency and i like to save money on my electric.
contracters beware, stay away, yoll find yourself loosing on parts and laber, they will not pay you, its been 2 months for my company, they refuse to communicate, shame on them, ive already contacted the media, the states atorney general and the bbb, sting operation in progress, they wont see it coming, good luck
In response to Ralph in Glendale:
We have paid all due invoices from this vendor and have made numerous attempts to contact the company in regards to this post with no success.
In regards to our policies at ARW- We pay contractors for service performed and if there are any discrepencies we take this quite seriously and can always be contacted directly.