ARW Home Reviews

Ronald assisted me on the phone concerning my coverage. Very pleased with his customer service explaining to me. Thank you Ronald again...I referred my girlfriend to the company. She is very pleased also with the service so continue your amazing service..I will continue to tell friends about the outstanding service we are receiving. Keep up the excellent service.

A representative from ARW called us yesterday and said they got our cancellation letter and if I would give him a chance he would get things right and he would call us back in the morning with a resolution. So I said ok. First thing this morning he called back and said they are mailing us a check. I was impressed with this company and have recommended them to everyone until the microwave mess. I am so happy they finally got this resolved. I will not be canceling at this time and unless I have another issue I will recommend them to others. I'm glad they restored the faith I had in their services.

Ronald was very helpful. He was courteous and professional. Made my experience all the better. He took the time to listen to what my issue was then made sure he was able to correct. He even took the time to review my account, to ensure my pertinent information was correct. Thanks.

The Customer Service Representative that served me was kind, patient, knowledgeable, and professional. He understood my concern and promptly solved my issues. He reviewed my current plan with me and helped determine the best plan for my household needs and budget.

Sharlene was great...We had a nice conversation. She has very nice people skills and a great representative for your company, she is very knowledgeable and was a great pleasure speaking with on the phone today. Thanks for all your help.

Sherlene was very nice and 2 the point took care of Business with me letting me know my Card had been changed and gave her new card number. She is a Blessing to your company. You don’t get Good service helping people anymore. She a TEN.

Customer service was professional and knowledgeable at their job. I was satisfied with their service. They make you feel that they are interested in my needs. Most important is it didn't take long for them to get me on track. Thank for the professional.

I had received text, email and several calls concerning my balance. I had spoken with someone earlier about my information being compromised and I provided a date in which I would make a payment. I received call after call concerning my payment. I really felt like I was being HARASSED. It is no easy feeling when your information has been compromised and then a company that you deal with continues to call about a payment that already had bee discussed. I was not a happy person. Ronald tried to explain company policies, he was nice, but I was ready to cancel until I spoke to him. Please if someone has spoken with you concerning a payment, stop the continuous calling. Ronald is the reason I improve the star rating to a 3 instead of 1. Even when I have not made an arrangement, I have never in my life, experienced the HARASSMENT I felt on that day.

Many questions asked and needed answers. Was treated very well by staff members trying to answer all concerns. Everything was taken care of and was helped with patience and kindness. Thanks to all who help me.

I was extremely satisfied and impressed with her attentiveness and her desire to go above and beyond to make sure I understood everything at the beginning of the conversation. Sharlene displays a very good attitude that should serve as an example for everyone in the customer service industry.

Hello, my experience with Karen was pleasant, Karen called to let me know that my credit card did not go through, and if was another that I would like to use or would I like to extend the date to pay, I asked if it could be extended until the 31st. She said, "No problem, thank you and you have a good day." I appreciated the pleasant attitude, it was kind, respectful and pleasant! Thank you Karen for your service.

The customer service representative was excellent when handling my business! His understanding and explanation were on point! I appreciate his patience! I felt understood after my conversation with him. Please see that he is rewarded for his customer service! Thanks in advance for your cooperation!

Donna was very helpful and discussed the security system available! Changed my credit card information and ran the payment. She was very professional and helpful. She also asked if I had any other questions about the service I was receiving. I have no problems at this time.

I called regarding the customer portal which says that I owe more money than I should be paying. Joe inform me that the portal was not working and the best way to solve a problem is to contact ARW. He was very nice, explain what I needed. I suggested that if the customer portal was not customer friendly or not working that you should get rid of it altogether.

The representative, Ronald was very polite and understanding when I explained the problem with our account with our debit card. It had been change. We had to update our account and issue a new card. We have used the service once and we were very satisfied with the service we have received.

I called to cancel my service this morning, and was given Brian to talk with. After speaking with him, he made me to understand the problem, so I changed my mind about canceling my service. I really believe I have made a right decision. Keep Brian, he's great. Sincerely Klaudya **.

Made the change easy and done in a timely matter. We be referring family and friends. I am thankful for the assistance I received on the matter. The Representative was great and very concern with my request.. ARW to provided services to my 2 homes...

Karen assisted me. She was more than helpful. She sent me my account information without me even asking. I appreciated that as I want to know where I stand regarding my account. I love the service that I am receiving from ARW,.

Thanks you for your service! I’m so happy you have people talking Spanish! It’s helps a lot I can see how much do you are professional! Ok I'm going in to add more coverage to the plan! You have everything Voy help our husband me! Thanks again.

Great. Joel was great. He was professional and courteous. I appreciate a great customer experience because it leaves a lasting impression. I think this could be a lot shorter, but appreciate the opportunity to share my thoughts and experience.

Really had a great experience when calling in and dealing with Karen. Very polite and professional. They have been very helpful and I feel if I do have to file a claim they will treat me as a person not a number.

I spoke to Mr. Ronald. He was very polite and kind with helping me with my payment over the phone. Very nice and kind voice. Thank you Ronald. Keep up the good work. I have had no problem with since I have being a member of American Residential Warranty. I am very satisfied with the service. Again thanks.

Karen was very professional and explaining the situation at hand. We need more people like her in this world. It’s not so much on what she said. Is how she said it which was a pleasure to pay my bill.

A letter from the CEO, undated...another example of poor communication with ARW. Telling me the experience would improve BUT the costs will rise. That is always a good customer relations ploy. Also suggesting claims would take place in the US... I am sure they took place in the US...just the operators used were cheaper labor...and could not understand English. I am disgusted with ARW and the CEO Brauser.

My payment didn't go through and the representative was very helpful and friendly even called me back the next day as promised. I don't remember her name but please give her credit for this review. She was great.

I was contacted by Jason ** who I had spoken with before at length for insurance that ARW offers. As before, Jason was expertise in conveying the insurance available and the reason why ARW was the insurance to have. I had already insured all my appliances and ac. I soon as I heard the value and pricing to insure the sewer and water lines from my property to the utilities end of the street; I was sold. I have used the ARW insurance because my dryer went out. I paid the 50 dollar fee and the repair man was there that afternoon. After having to wait just one day for parts; I was back drying clothes as if the machine was new.

Very professional experience this morning working with Charlene renewing my account. She was very attentive to my situation and took care of me in an excellent and professional manner. Extremely satisfied with my interaction today! Charlene is an exceptional employee!

The young lady was very helpful and understanding, she was calling me about payment, told me what happened with the bank card. Will be getting a new one today after 4 and they said my money should be available tom.

My experience with ARW was pleasant and satisfying!! All of my concerns were met!! Donna was knowledgeable in her area of work! Appreciate her listening to all of my concerns and addressing each one of them!!! I would recommend American Residential Warranty to my family and friends!!!

Received very good customer service from Donna. She was very pleasant and solved my problem very quickly. She checked to see if we add taken advantage of the ADT offer, and I advised we had. We have been very satisfied with ARW.

Donna was great helping me add another appliance to our account and updating my payment information. She was also very helpful connecting us to the customer rate ADT service so we can update our alarm system. Donna was incredibly nice and helpful.

Joel was very helpful today on my billing questions. I usually don't have any issues with my payment, 'cause it's taken directly out of my account, he was very successful in helping me. I recommend this company to my close friends and family.

The agent that sold me the policy told me that if an appliance broke that they would fix it and it would be fixed quickly. I read my contract when it came and saw there was a $500 cap on appliance and $1,000 cap on HVAC, so that was the first lie the agent told me. When I called to schedule a claim, it took 2 weeks for them to come see my fridge. I was then sent a letter a week later saying my claim was denied and that they would send me $300, not $500. They took $200 to pay the appliance co for the assessment. Why would they go with a company that charges $200 for an assessment. I thought the $55 covered the assessment. I called the appliance co to pay out of pocket to fix my fridge and its been about a month and my fridge is still not fixed.

Was treated with respect and she Charlene answered my questions and was taken care of quickly and done right away so I could be able to fill like all. My questions were answered and asked me about free services that I could have. Thanks.

My customer rep Chalene did a wonderful job in assisting me with my bill, I appreciate very good service, I would tell others to use American home service for their home warranty, this is a good company to do business with.

I was helped by young man named Joel. He was both polite and cordial as he explained the situation. We resolved the situation by using an additional form of payment. I don’t typically write reviews, but because Charea was so nice I decided to make an exception.

Joel was very clear and answer all the questions all the time. He was very helpful with the problem. I would like to have resolve the case since Friday 3 of March when I sent the information by e-mail as you requested. Was very helpful. Thank you for your attention.

Mr. ** in the Florida office was amazing! He was SO patient, informative, polite to the 9 for sure and just an overall pleasure to do business with. He DID NOT pressure me in any way to upgrade my services, but instead educated me on how upgrading would be a benefit to me. He took the necessary time (even though it was well over the 30 minute time limit the reps get; which I feel is EXTREMELY rude for a company to do) to make sure he answered all my question to where I understood. I absolutely enjoyed speaking with him and I told him talking with him helped me to not cancel my service with ARW.

My card was stolen and I’m waiting for a new one, representative was kind and understanding. She apologized for having to call again even though it is noted in the computer. And asked if there was anything she could do for me.

Very courteous and helpful. Offered security system package as a service. Answered all my questions. Ronald was a pleasant person to talk with as well. Ronald explained what is covered on my policy. Sent me a follow-up email as well to show my coverage.

Had a payment issue come up and Karen took care of it right away. So far I am pleased with the Customer Support and Service Provided. It is Nice to not have to Worry about everyday problems. Will definitely give me the peace of mind I Need on this issue.

The customer rep hospitality was out of this world. If I had to rate her I've give 1000. She was so polite, knew what she was doing. If I want someone to help that who I would call to help me out everytime.

Karen helped me and was very nice and helpful getting my payment processed since my card was frauded and the payment didn't go thru. She helped me pay a different way temporarily until I receive my new card. She was very nice.

The representative that called me due to my card being declined was very understanding about why my payment didn't go through, and I appreciated her. She was very aware of what happens. Unfortunately more and more people are being hacked.

Joe was very Kind...Courteous and Professional and he resolved the issue that I had today! If there are more representatives as kind and courteous and as professional as Joe, then yes I would highly recommend ARW. It was such a pleasure to have someone so easy to speak with early on a Saturday morning!! Thanks Joe :).

This is the company I would go with because honestly, Ronald was VERY VERY REPRESENTATIVE of the company. This company is professional. Than ARW and this isn't fake, it's a real person. I was able to able to explain my concerns and get a articulate answer...

Good customer service by Karen. She did everything she could to help. She reran my card and it was completed immediately, the review was sent in seconds so I could complete it promptly. I will continue to use ARW as long as I own my house.

I called in this morning to make a payment and Donna was great and nice. She really took the time to take care of my issues. Then asked me was there anything else and for me to have a great day, that was so sweet of her.

Donna was very helpful and took care of the issues I was having. Very good customer service. She took all my questions and answered all of them and gave me phone numbers for better service in the future.. I really appreciate all of her help.

Needed to change default billing bank card. Joel was able to take care of everything in a very short time. He was very helpful, friendly and professional during our call. My wait time on the call was very minimal. I would definitely recommend calling customer service to resolve your issues.

Excellent experience, efficient, polite and very friendly. She called back like she said she would. l felt l could trust her. She increased my coverage by adding on inside and outside plumbing and sewage coverage. l reviewed guidelines and Donna observed the guidelines perfectly.

Very seldom do you make a call or receive a call and people don't listen, Ron did. And I appreciate him taking the time to listen to my request. My payment was declined, Ron was calling me to let me know so I not only paid my bill but got it on a better date of the month for my payments.

She received my information very professionally and got me connoting the next provider. She received my payment and sent me a receipt. Also provided me with the receipt number. She told me I would receive $5 off my bill at the next payment.

Customer service rep Kevin was good at helping resolve issue. Still planning on canceling ARW. The company used was slow at fixing the problem. It took 3 weeks close to get item fixed due to part having to be ordered and canceling first appt. With company ask to fix machine.

I’m very pleased that they work with you, they help me a lot when I needed to find out what appliances I can have covered in my home. As far as the agents they all are very courteous, respectful and helpful. I definitely would recommend anyone to this company.

They are very confident and conservative and place the right people to fulfill the task. I been with ARW for a few years and I thank and appreciate them for the help. They always on time and the people are very nice

Sharlene was patient and helpful. She answered my questions and exceeded my expectations. She assured me that the information from my transaction would be sent to my email account and my reoccurring payments would continue. So far I'm happy with this company.

Kevin the representative was very understanding of my problem and he assisted me with a resolution. I called to discontinue my contract but after speaking with Kevin I decided to remain with the company for another year. It was a pleasure speaking with him.

Donna was friendly and professional. She answered my questions and connected me to the claims department also. She also put me in touch with ADT. Donna discussed my overdue bill and waited until I got my debit card. Five stars.

I bought this plan for my 70 year old father. Who was on a fixed income. I was very specific when asking about the coverages, We live in Texas and it gets very hot. I was told by not only the agent trying to sell me the policy but by a supervisor who personally called me to tell me everything For the AC, Electrical, Appliances Et cetera would Beautifully covered. My father had to file a claim. 1st the air conditioning man that they sent showed up with a T-shirt and in a car did not have Have the supplies he needed to fix anything. Told my father that he would need freon and a call but did not even tear the air conditioner apart to look. Then when the claim was filed we were informed that at cool or freon or not part of the coverage. That there are Add on that you can purchase. One of them being free on and calls.

There was an error that one of my monthly payments did not come out of my account. I called customer service to set my auto payback.. Karen from customer service was very nice and pleasant. I was happy that everything worked out so easy that I did not have to wait long.

I had insufficient funds in my account which caused auto payment to fail. I received a call from Charlene this morning reminding me of such. I asked her to process payment again due to an error on my part. Charlene was very pleasant and offered a small discount on my next payment. In addition I had previously called this morning at 8:20am eastern time ad the offices were closed. I thought this was excellent customer service because ARW proactively reached out to me to inform me about the failed payment and to ensure everything was fine with me.

I was called because my monthly payment did not go through due to a change in Debit cards. There was no pressure while I search for my new card. I was pleased to know that I was behind because of this situation. When you get a new card, you can't remember all that are connected with the card like ARW.

Karen verified my payment had gone through after I received 3 messages yesterday that payment was refused for insufficient funds. I had checked my bank balance as soon as I received the notice. There was >$300 balance. It was automatically requested by ARW computer system and went through this morning. Karen was very helpful.

Sharlene Gave Very Kind Professional and Perfect Courteous Customer Service Skills. She deserves to be in Management. She is Very Professional and Kind and Caring and Compassionate Person. She is the type of Person who could be a Leader in Management.

I spoke with Kevin regarding cancelling our service with ARW. I was very courteous and was able to convince me in maintaining the service with ARW at a much reduced level. He also offered some refund back as a result of a recent increase in premiums.

So far I am pleased with ARW. The customer service is great. When I had an issue with my refrigerator, it was promptly and conveniently taken care of. Service guy cleaned up after himself. I would recommend ARW to my family and friends.

When I called to try to get service for a dishwasher that is leaking at a rental home, besides brand, model and serial number, I had to answer their questions how it happened etc! It’s a rental so I don’t know! They refused to send someone out unless I answer their questions. So frustrating! I won’t use them again! Plus they are hard to understand!

I received such superior customer service from one of your representatives, Donna, on February 22, 2023. My Mother recently passed away and I was trying to obtain information about her ARW account as well as update her account information. Donna was very pleasant, patient and knowledgeable. Her experience and positive attitude made process much easier for me under the circumstances. Thank you Donna!! Deborah **

We spoke with Joel, and he was great in following up with our account. Apparently, our card on file had expired. He was able to expedite our payment right away. Thank you for your great customer service! It reflects the integrity of your company. Much appreciated!

Hi good morning. I am not really happy because when I choose you guys you tell me all electronic is fine. Then right now I have problems with my dryer and I have a light, I have to wait 23 days so you can apply me back and I think it’s not fair because when I pay, they told me all the electronic call defy but nobody can fight with you guys. Thank you.

My experience today with Karen was very very easy and quick. She was kind and made the transaction and my payment easy to make. She was pleasant the entire time I was on the phone with her. She really made me feel special and not like I was paying my bill.

I was on the phone with Brian ** who did an amazing job!!! I called to cancel our Rio Rancho address because we sold that house but was not aware I could transfer coverage to the new address. He set up the new location and I was very satisfied with ALL his information and help. Thank you so much Brian.

Awesome customer service skills. I recommend that she get a raise. She was very knowledgeable and pleasant to speak with. I would recommend this company to others. She was very knowledgeable of products and service and I am very pleased with the outcome.

Ronald is very nice and he answered my questions well. He look at my account and told me amount due of 12/1/2023 is for next year and I already made my payment for this year from 12/1/2022 through 12/1/2023. Amount due shown in my account is for 12/1/2023 through 12/1/2024.

Charleen was very nice with customer service. She asked if she could assist with anything else and I indicated that updating my payment was all I needed to do. It is not this call that has thinking of dropping this service. I called about another issue and was not happy with the response regarding my garage door.

My card had been hacked. The update went through successfully. Thanks. The agent that called was very pleasant to talk to. She understood everything that was going on. If ever she's in the Atlanta area she's invited to come by and enjoy these great ribs that I cook.

It was a great experience talking to the agent but I am not happy with the service. They don’t cover all you need and you have to pay out the pocket more often but the rep I was talking to was awesome. He understood and heard what I was saying.

Your customer service rep was very clear in explaining the situation. She was respectful and pleasant to speak with. She took her time and was very professional. She was patient with me as I provided new payment information and asked if I needed a receipt which I did.

Donna took time to explain the status of my account that was going to cancel if I did not make a payment today. She was able to give me a discount which allowed me to make a monthly payment today to keep my account active. I am now on a monthly payment plan until I am able to pay the annual fee. I appreciate the time understanding and patience received today.

Karen was very helpful. She solved my problem and was warm and friendly. She mentioned a program for home security systems and explained it very well. I would highly recommend American Residential Warranty to others and am happy with the service I received. Thank you for the opportunity to reply. Thank you very much.

Rep was very kind and professional. She answered all questions that I had. I was assured all is well. Additionally, we share the same name. I was connected to ADT for installs of new system with cameras. The new service will begin in early March.

Very good service from Javier. He gave me some options which sounded pretty good and I took him up on them. Overall great service! I know that if I wish to return I can always do so. I canceled one and kept the other one due to financial issues here at home.

Denise was competent, knowledgeable, understanding, courteous, professional and very helpful. She explained all the different options of service available and under all the individual circumstances. Helped me with all the available services and the prices for each service. Gave me a complete description of all my options.

Dear American Residential Warranty Thank you for helping me with my payment. Your representative Joel was very helpful and his patience allowed me to satisfy the quarterly payment correctly and securely. He also reminded me when my next quarterly payment will be due which will help me prepare for the payment, to update my budget to avoid delinquency again.

Spoke to Ronald in Billing. He was very polite and helpful. Answered all my questions. My contract started today and I couldn’t remember if I had signed up for autopay or not. Ronald checked and I had. He made sure the Next payment was paid.

The customer representative was courteous and professional. Karen understood the need of my call and was efficient in her helping me. She understood the different payment options and provided education on all of the options. I was completely satisfied with my experience with Karen and would recommend ARW to my friends and family for their warranty needs.

Karen was very pleasant and handled my issue promptly, and post dated my payment so I can transfer funds on my credit card. She is a great asset to your company. She spoke clearly and was very professional. She built great rapport with me as well.

I got through to a representative almost immediately and she was very pleasant and helpful. Got everything taken care of very quickly. Definitely happy with the service received today. Have been happy so far with AWW and the services I have received from them.

Talked with Javier in regards to my claim for my garage door opener, and our chatting was very uplifting and kept me from cancelling my contract and I want to give thanks to Javier for helping me out.. THANKS JAVIER.

Today, my confidence has been restored in this company because of the customer service rep Joel. After several days of going back and forth with reps who didn't seem to care (please check the log). Joel was the only one who seemed to care and treat me as a valued customer. He listened to my concerns, was courteous and respect. Thanks Mr. Joel. I hope your supervisor reads this.

Karen Was kind, understanding and had patience with my payment issue. She let me know that I had two minutes re days to submit my payment. I have not had a claim with them yet but their customer service is great.

I was told I had to pay up front so they could give me an estimate. Decided to cancel after checking with other warranty companies well within the 30 day limit. Still waiting for the refund 2 weeks later. The estimate was well within standard pricing for what I needed. I just didn't like to be forced to pay up front. None of the other companies did that.

ARW Home's coverage options were very strong.

ARW Home helps out with the extra cost of whatever needs to be repaired.

ARW Home sent out two different companies to look at the oven. The first person came by and said that they were ordering a part. But it never came. They sent another company out, looked at it, didn’t open the oven, and left. We never heard anything else back. We called ARW Home and they said, “We sent you a message saying that the oven was unrepairable.” And they wanted to give me a cash buyout at that time of $165 hours. I argued the point. And I said the oven is only four years old. So, I had to send proof that it was purchased within four years. They gave me a buyout of 365.

I was lied to when I was told repair or replacement would be at no cost to me. I was with this company for 4 years, a lot of monthly payments that increased every year with no claims. They also have the highest service call fee. I found this out after I shopped around.

Somebody called me about upgrading and I said I have everything I need. They went over the plan again and I said "Well, that includes my ice maker." They said it didn't and I had a conversation to investigate it and get back to me. But they never did. They need to follow through. I would be cautious with them.

My experience submitting a claim was horrible. I had an issue with my dryer. When I opened a ticket, the dryer man couldn't do it because he said he was not getting any power. I called the electrician, opened another ticket and paid another $55. They didn't even give the time for the electrician to come. They closed the ticket the next day. Then, the only thing they could do was give me a buyout and it's like they give you $300, and they said, "Go find your own electrician." I had to wait for the $300 for another week.

They had a pretty good package and the price was good. The reps were very knowledgeable. They're cheaper but they cover more things as well.

When I was talking with the salesperson, I asked specific questions such as, "Do you have representatives or service people in the area I live in?" and was told that they have 80 different services under contract in this area. I also asked, "Does your policy cover heat pumps totally" and I was told that it did. Those two things were paramount in my decision to take out the American Residential Warranty. Shortly after my waiting period my heat pump began acting up. I put in a claim and they did not have anyone under contract in the area I live in. They told me to get someone who I was familiar with which I did.

My experience with them has been terrible. The first thing I had fixed was my furnace and it took them a long time to fix it. It didn't work and I had it fixed by other means on my own. Then, I had them fix my water heater and they told me that wasn't covered. They tried to sell me a bunch of add-ons and I refused. We ended up settling. I paid for the water heater, put it in and then they reimbursed me for the water heater only. Then, I had a garage door fixed. The first guys charged $300 to fix it. Then I got it fixed for $150. Also, my toilet backed up and did $7,000 in damage to my house. They would not fix it.

I let them know what the problem was. The first thing they asked was for my information to pay for the claim which was $55. But when the tech came, he could only work from the indoor and the warranty didn't fall to where he had to go to the back or the roof. He wanted me to go above American Residential and to their company where they can get paid for it. I paid money and American Residential didn't do anything. I let them know and I haven't heard from them.

The rep was pretty nice and she treated me respect. We got the highest coverage there is so it covers everything in the house. We pay 56 bucks a month. They are the cheapest.

I had the warranty for a month and I cancelled it. But it was after the 30-day trial and they talked me into keeping it. I told them I had gone with another warranty and they kept offering me incentives to stay like free electronic coverage but it really wasn't worth me staying. That cost me two months worth of premiums. I didn't like the terms and I was taking too much of a risk if I filed a claim. Plus, I didn't like that they had a limit and I could see that even if there was one major claim, it could go above that limit and I didn't want that to happen. Other than that, customer service was pretty decent.

I switched from American Home Shield to American (AHS) to 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 contractor to the house to fix.

Robert contacted me and I told him I would call him back after he did the sales pitch. All good. I got his extension number and called back when Mike ** picked up the line and would not transfer to Robert's extension by saying he could not get the extension. This is nasty when they know that they are on commission so Robert missed out on his pay. Robert called me back after he found out but the number he called in on doesn’t answer. This type of ** makes me doubt the honesty of the company as a whole.

Do not buy from American Residential Warranty. They are by far the worst company with the worst service. They scammed me, charged me for electronics coverage, and never provided any service, I placed a claim, they charged me for the service call, and monthly fees, and never followed through with it, when I tried calling, after charging my card for the fees and service call, they blocked my number, and my IPN number from going through. I could not follow up on anything because once they got my money, they blocked my number and IPN address from going through. How are they getting away with all this horrible customer service and lies? They need to be investigated. Do not make the mistake I did and buy their home warranty.

The agent was very good. He was very knowledgeable. They gave us several discounts and their service fee is only $55 when we have to use them. So far I like them. The home warranty that we had before doesn't compare.

My air conditioning stopped working on 10/11/2022. I filed a claim with American Residential Warranty and they scheduled the first provider for 10/13. The service provider came out and misdiagnosed it as a Thermal Expansion Valve (EVV Stepper Motor) and my claim was denied. After having the valve replaced the air conditioner did not work. The service provider then stated that my system would need to be replaced. I called ARW back to continue with my initial claim as this could still be covered under the initial claim. They stated they wanted a second opinion.

The sales person mentioned their company had a Kitchen Plus program and stated it was $45.81 a month with a 30 days review. After receiving an email with the declaration of coverage listed I found out the washer/dryer was an additional item that I was not aware of and the monthly fee was changed to $49.80. I decided I did not really need this home protection service agreement. Cancelling was not easy and was told it would take 30 days for a refund.

American Residential Warranty's service fee is lower. The sales rep had a nice conversation with me. He was professional and personable. I called back and spoke to someone else, and they were just as good.

The rep sold me on the idea of having American Residential Warranty and I decided to try it. However, I don't think they explained to me how to submit a claim if I need to.

American Residential Warranty is a better deal for what I am paying for. The rep was helpful. He was trying to provide me with information and the coverage that best suits me.

I didn't have time to make a decision based on information in writing. It was by phone call, and I do not do well with sales pitches on the phone. Because I needed to get it done quickly and in order to hold my price, I had to sign up over the phone. That was not a good thing. American Residential Warranty could have service representatives who could speak without an accent and able to speak about repairs other than reciting from a script.

Signing up with American Residential Warranty was simple. I told them what I wanted, and they told me what they had and the pricing. I just did a claim on the refrigerator. The technician came out when he said he was going to come which was Thursday, looked at our refrigerator-freezer, and said he'd be back the following Thursday with the parts that were needed. My wife was satisfied with the visit. He was very nice and easy to work with. He told her what was wrong.

I have not utilized ARW yet but their program is a whole lot better than the one I had before. The reps were extremely helpful and full of information, assuming that the information that I was given was not a sales pitch and is valid. I like the idea of being able to get discounts off stuff at Lowe's, if I need it.

American Residential Warranty has good coverage. They told me about the things that are covered by the warranty, all house appliances, plumbing and electrical work. They gave me some estimates of the basic cost. They were very efficient and polite. However, the presentation wasn't too detailed.

I've had Sears warranty for years and it's always been good up until 2022. I went online and started looking up residential services. I found American Residential Warranty. I put my information in and they kept calling me and bugging me until I finally decided to give it a try. The rep explained the coverage to me well. I'm satisfied with the signing up process.

It was a pleasure dealing with the customer service representative Charlene. I didn’t get her last name but it was a wonderful phone call with a pleasant person finally. I didn’t realize my card was expiring and so I didn’t take notice. And I don’t talk with anyone whom I’m not sure of the phone number, but I just happened to answer her call.

I asked to send me information about the company via Mail -- They responded that they would send the information right away. Nothing at all was sent. No follow-up. I feel that I wasted my investment to protect my Home.

Had an issue with a leak in a plumbing pipe in the backyard that was causing major flooding. Reached out to ARW/Onpoint and got a contract plumber to come out and diagnose the problem. He was able to find the leak, but was unable to do any work as their company had to go through the home warranty. It had to first be approved by the home warranty in order for them to fix the issue which is standard when dealing with a home warranty company. My experience, however, goes very sour when trying to get the approval from the home warranty company.

Charlene was very nice to work with, very understanding. She got the problem solved. She did a good job. She a good worker in talk to you so that you can understand what she talked about so you can understand in she got prepare so it will be better on me.

Everything went nice. She was friendly and very polite. She took her time to explain what had happened with the card you had on file. She did not act as if she did not have time. She also offered me other products that the company has to offer.

Ok no problems at the end of conversation. I don't get why I am doing this. Charlen was the helped me. Let's hope I don't get double billed and take my money twice again in one month like they have in the past then make me wait weeks for my money again.

Sharlene was so kind and easy to work with. I got a new bank card so my payment wouldn't go through. Sharlene called and I was able to give her the new card information. Sharlene wanted to help me with the issue and the issue was resolved. Thank you, Sharlene!

I've purchased a home warranty, paid the monthly premiums on time monthly. When my oven wasn't functioning properly I called for service to have the oven repaired. The company came out, look at the oven, never got back with me, I called to check the status. Stated they denied the claim, I asked why? Stated my liability and the oven cost too much to fix and the representation hung up in my face, stated it was my fault..not understanding how it's my fault if a oven not receiving electric through the wiring that a defect not my fault, and it need to replaced or repaired and I paid premiums to make sure my appliances where covered in my home. I'm very upset, frustrated, and saddened a company would take my money and not provide the services I was not only promised but paid for monthly.

My coverage began in late March 2022. I reported on August 17 that my dishwasher was not turning on. A technician diagnosed the problem on August 19 and supposedly ordered the parts. Since then I have not heard from the technician (never picks up the phone or calls back). I have called American Residential Warranty thrice in the past two weeks. Every time the standard response is that they will try to contact to the technician and call me back in 2 business days. They never do. I spoke to a supervisor on Sep 13; he said that in 2 business days he will make a decision; I called again today Sep 20; nothing has been done. This is the worst home warranty company I have dealt with.

This home warranty seems very enticing in the beginning when you begin your search for home warranties, but DO NOT BE FOOLED. This home warranty was purchased as a closing gift, and served a specific purpose. When my relator approached Dani ** at ARW Home warranty, she made the purpose of the purchase VERY specific.

I am grateful to have spoken to the representative for my issues. They were very knowledgeable and understood my problem. Sorry I took so long to take advantage of using my warranty. Had it not been a call from you I’d still be hesitating. Thank you so much for the attention and your promptness.

Not pleased with service or promises that was made. Wasn't withheld.. Agreement that was made was kept. When trying to get all the correct person and department was given the run around and transferred to different representative without getting the problem fix.

Sharlene was wonderful. Thank you for the help, took care of my bill and solved my issues. Thank you for resolving my problem in a very efficient manner. I don’t know how express how very professional Sharlene was, made sure my house was covered.

Representative was very kind and informative. He even knew that Lubbock was known for the Red Raiders. Very helpful and knowledgeable about all of the items that were under review. He kept us from canceling our service. I appreciate his knowledge and the assistance he offered.

Sharlene was fast and great at helping me make my payment over the phone. She also helped me register my account online. I am now able to access my account and file claims. I will definitely recommend ARW to friends and family.

I was going to cancel my service due to financial reasons. I spoke to Kevin G, he was able to restructure my plan to fit my budget. He was very professional and courteous. He is an asset to your organization and should be rewarded. If it wasn't for Kevin G, I would have terminated my plan and went to another carrier. Kudo's to Kevin G!!

Sharlene was helpful and courteous. I've had to use your service for my washer. The company that came to service the washer was very helpful and courteous as well. It's a relief to have this warranty. I would recommend American Residential Warranty for protection for my home.

Loved Charlene's energy and friendliness and how this company is on top of things. I get such a reassurance from knowing I have them to help cover any damage of my electronics. Soon I plan to add on the insurance for my appliances.

Thomas was very informative and professional. He showed empathy and exceeded my expectations. Thomas reviewed my customer service notes and actively listened to my explanation of the details of my experience. Thomas spoke with confidence and with compassion. He kept a calm and positive attitude towards me. Thomas provided me with next steps and ensured that I understood the process. Thomas heard the anxiety in my voice and comforted me by staying calm and in control of our conversation. Thank you Thomas.

I Received a call from ARW/Charlene re nonpayment for July. My bill has been paid for more than 9 years using my bank checking account (auto debit) monthly with no problems. The problem this month is not with my bank or account but is with ARW billing system.

Thanks to Ms. Sharlene, she was very helpful to me explaining my monthly payment and gave me other options to make or change my payment and my payment date. Ms. Sharlene was professional and I will hiring her at work for me as a customer service representative.

Charlene was very understanding and helpful at extending my monthly payment by two days because I contracted COVID. Charlene had exceptional customer service skills and a friendly demeanor. I'm very pleased and would highly recommend your company to friends based upon my own experience.

I spoke with Sharleen and she was very helpful and friendly. She was also very easy to understand!!! I have also submitted a claim recently and it was paid very quickly. My only concern is what happens if someone doesn't have a computer to submit claims?

Great customer service, there was problem with my payment card and call was handle without harassment. Customer service was patient and waited while I updated my payment card. So far we have not use our warranty. I would recommend to others based on customer services…

I switched from another home warranty service company to ARW 2 months ago and placed my first support call to them, yesterday and then tried again, today. I typically do not write negative reviews publicly as I prefer giving feedback to company managers directly by calling them. However, in this case, I am forced to write a negative review here, because I cannot get to a support or sales person from this company on the phone. Here are the multitude of issues I faced:

Service was pleasant and helpful. I believe his name was Joel. I would recommend him to anyone one. My debit card had been hacked so it was shut off. Instead of charging me or becoming rude, it was easy. I bet it will be this easy to make a claim.

Donna in the accounting office did an amazing job helping me get my account correct after I lost my bank card. With the hassle of trying to get all my bank issues straightened out it was very nice having someone who cared about my situation. Was a wonderful part 0f my day.

It was a great experience. Donna helped me very well with all the questions that I need to be answered. She’s a good employee. She was very helpful and did not give me any problems. Answer all the questions that I need to answer and if I had any more fun and I will call to speak with her again.

Today Joel help me change my billing information. I was very confused about not seeing the payment deducted. Joel was very patient with me explained my billing cycle and help me register a new credit card. I appreciate your company hiring someone with excellent customer service skills.

Joel was very helpful. Courteous. Give feedback on speed. Joel trying to work on speed and trying improve services everyday. Trying to help the client with save every dollar possible if he could. Joel ask me if I was interested in the ADP.

I had to replace my debit card and forgot to change it on my account. The reminder call was just right. The customer service representative was very professional in the manner she used to collect my information. American Residential Warranty is the best.

I talked with Donna today with a payment problem. She did her best to help me and I appreciate it. Problem couldn’t be resolved, but I’m satisfied. Thank you. My bank account has unauthorized charges and there was not enough money to cover your charges. I was hoping to defer the charges until July 20 when my pension gets here. She couldn’t defer them that far out.

ARW wasn't able to take my auto pay from in June due to the fact that I had to get a New Debit Card.. I spoke with Sharlene, she help set up my new card took my payment & she also listen to me about my oven not working sent my call to Cust service.. They Will be here on 7/8/22 to repair my Oven

Updated payment method because the previous method was no longer valid. I was called by the office and I gave them my new credit card number. I was not aware of this until today when I was called but it's all clear now.

Donna was very pleasant and very much to the point. She was also very helpful. As I did not answer my cell she called my home which I was not able to answer. She emailed me and then called my cell which I answered and were finally able to talk. Very polite.