ARW Home Reviews

My name is Pearlette **. I had been put on hold for 20 minutes and switched over 3 times. This last time I called was my last. I was going with another company until Mrs. ** answered. She was knowledgeable, patient, caring, kind, and everything you want in a representative.

Karen in accounts payable or accounting is the nicest, most caring and accommodating person in your company. In all my years as a member she is the best. Please thank her for always making my day and always try to solve an issue.. She is very professional and caring. Extends herself beyond the call of duty to make sure I end up as a happy are customer. Please thank her for me.

My experience yesterday on 8/24/21 with Thomas was great! He was very nice. Answered all my questions. He had a very upbeat bubbly personality. I could tell he loves what he does. I was very excited to get my contract started back because of him. Give him a raise. He deserves it!!!!

I had very knowledgeable well manner young lady. She walked through what I needed to do. I got cut off from her and when I called back I was fortunate to get connected to her, which helped me from starting all over.

Miss Karen was a pleasure to speak with. Very courteous and professional plus knowledgeable. I appreciate her assistance in helping me to resolve my issue. I would definitely hire her if I could. Thank you again ARW and Miss Karen.

Very customer service. Nice and concerned and she handle my concern very quickly. She was a real Blessing. I am glad that I got her on the line. I pray all my issues will be handle with such kindness and concern. I will tell others about your company. Every concern I had was answered.

Amazing customer service. Got me the best deal. Better than I could imagine!!! Rep was friendly and very helpful. I definitely appreciate his service today. I can’t wait to renew my plan next year. This will definitely be an ongoing relationship with this company.

Talked to 3 the operators on the phone. First operator had phone troubles and never called me back. The next couldn’t help me because info wasn’t available to her. The third had just started her shift and said she’d call back and never did. Terrible company, wouldn’t recommend them to anyone.

ARW doesn't tell customers things that determines whether washer and vac. They advertise that you can get coverage on all your appliances no matter how old they are but then if they can't fix it they don't want to replace it! You have to opt out that appliance from your contract it's not fair. Even though I am on a fixed income I signed up for a platinum service agreement and I am so sorry that I did.

My experience was a greatest. The agent that assisted me was very kind and very much helpful. On a scale from 1-10 I would definitely rate a 10 for their professionalism. I wish there were more customer service agents who would such as kind and professional they were.

I called to purchase a home warranty last October. I never received any documents from this company and I assumed I had not signed up for their service. I noticed a deduction in my bank account this month and when I called them I was told that I had to cancel in writing. All at once all the missing documents showed up in my email. This company is all about debiting bank accounts without ever checking with their clients. I feel I should be refund all my payments since I never signed a contract.

Customer service was good in the questions I was concerned with. Thank you. In addition, The representative I spoke with was very helpful and explained in nice detail about the warranty coverages on my policy. I plan to share this with my daughter, she might be interested also.

If only the first claims service representative would have fully researched claim #** as June did I would have not had to take up numerous hours and days of calling. After extremely long waits and being disconnected I was informed that someone would be in touch. I repeated a lengthy story and reasonably requested a call back on the claim. No one ever called. June took all the time explaining the process and what further steps I and your mechanic should take to complete the claim. June was courteous, informative, sincere, and helpful. Having owned 3 businesses in my life I would have been happy to have her on my staff. You are lucky to have such a dedicated employee on your team

I had a good experience talking to an account manager at ARW yesterday. My questions were answered in a timely manner. I received the answers to my questions and my wait time was short. The person helping me was very polite and helpful.

Today I was able to speak to a wonderful and knowledgable representative named Authur. He was patient, kind, and helped me more than once. He tended to my needs as a customer service representative should. I would only recommend him to tend to anyone's needs as i have spoken to others who didn't know the answer decided to hang up on me instead.

Charlane was wonderful and very helpful. She made my experience a joy. I would recommend Charlane to help anyone with regards to ARW. She helped me with my situation and offered options that I was not aware of. I was blessed to have met her. Very professional and a joy to conversate with.

The lady did a very good job. Everything was wonderful. Score 100+. She explained everything thoroughly. She even told about adt system also. We haven't had any claims so therefore we really don't have a lot to say, So far we are very happy with our experience with American Residential Warranty.

i spoke to Arthur today on August regarding an important matter. He was very understanding and helpful, empathic, He has great customer relations skills and I would be happy to refer the company to other people. My talk with Arthur was 5 star.

Mr. ** was such a breath of fresh air! He was so nice and understanding because my credit card expiration date changed when I got a new credit card and I had no idea my quarterly automatic payment was affected. He was able to figure out my email address was incorrect on both policies and the reason I did not receive any emails. I appreciate him taking the time to help me understand why I was not notified BUT the tenant at my rental property received a text message. That was excellent customer service! Mr. ** was so patient when it took me a while to get up, as I just had surgery, to get my purse to get the new expiration date from my credit card. THANK YOU for excellent customer service!!!

Response time to my call was excellent. Sharlene was most helpful and I am satisfied with the help that I received when I called. I did not have a long wait time nor was I put on hold. I was already prepared to have to wait but that did not happen. Thank you for your help.

On August 4, I spoke to Sharlene in Boca Raton. She was pleasant, funny, and a pleasure to speak with. I actually enjoyed talking to her. She is excellent at her job and kept the conversation going while completing the transaction. Delightful and I know she treats all customers the same way!

I had a very good experience on the phone with Sharlene in getting my payment date changed. I am on a fixed income and had to change the date for financial reasons. She was very helpful in doing so and her attitude and finesse was just wonderful. If all my phone conversations were like this one, the world would be a better place. Great job Sharlene!! Thank you for all your help! Stella

The representative, June, was very friendly and gave a very thorough check of my current bill status. Everything was checked out to be accurate. I discovered my concern was not related to American Warranty. I would certainly recommend her to others.

I called to renew my account with ARW. Spoke with Karen. She was a wonderful, very friendly Representative who was most helpful in my renewal request. She followed thru with her commitments promptly and concisely, and with cheerful enthusiasm. Thank you very much!

I had a wonderful time talking to Charlene. She professional, polite and very funny, great sense of humor. She's very easy to talk to. She made my day. Thank you Charlene. I Hope to talk again if I need customer service.

Kernst listened to my problem, and took little time to verify what I said. He explained what happened and told me everything he would do and assured me my policy was reinstated. Most of all I heard only a concerned voice who knew his job. I asked so many questions; he was patient and kind to me. I will have a great day. Thank you ARW for this "Customer Service".

I don't understand how A and E get to charge me for something, they did not fix. American Residential didn't give a explanation and I waited over two months only to be told they could not get the part. I got & 220, and change for my refrigerator that I paid over &1,200. for. I paid &385,00 to get my refrigerator fixed. The man came out and fixed my refrigerator in twenty minutes.

I switched to American home warranty almost a year ago. I love the low service fee dollar amount and the 24 hour file a claim line. The service providers are professionals and very knowledgeable and respectful. I would recommend the guys to new home owners and current owners.

Arthur the customer service representative was very professional and helpful. I am cancelling my plan because every time I tried to call the person is saying they don’t cover plumbing without even sending someone out to inspect the situation. Their language barrier was not understandable.

I spoke with Sharlene about my coverage and the correct amount per month. She handled my case with due diligence and gave me the correct information. She was very polite, knowledgeable, professional, and had a lot of patience dealing with me-especially as a Senior.

Kernst ** is THE BEST EVER! He was the only person who sincerely cared enough to assist and seek a resolve. He is very courteous and professional. Otherwise, it was a very difficult and unfair experience with many untrained employees and rude and did not fulfill commitments.

Service was above average and responses provided were also above average for my residential needs. Representative was articulate and helpful. The only error noted was after I got off the phone with the rep.: which was that future billing would be from the credit card used in payment today, which was incorrect. Credit card was a one time use. Other arrangements have been made for my quarterly payments.

Sharlene answered the call, and was very helpful, professional manners was great, it was a pleasant talking with her and she really knows her job, all of the employees' perform their duties very well, they are trained well and know their positions, and are well informed. Thanks

On Thursday July 15th I spoke with a gentleman name Arthur. He was very polite and professional. He helped me in a timely manner and was not disrespectful in any way. You need more people like Arthur. Thank you Arthur.

This company does not want to pay her covered items. They did a bait and switch on the coverage. Then build me multiple times. Never never never again will I ever deal with this company or recommend it to others.

Arthur was extremely helpful and courteous! He took care of our concern in a timely manner and look forward to using your company again in the future. Thank you again for your assistance in this matter. We look forward in dealing with your company again.

I call to get an update on my policy. And to see what my present policy cover. You were a great help, in helping get the covers I needed. I appreciate your help. Thank you for the other offers, you told me about. Thanks again. Sandra **

I had submitted a request for service on my stove in late March and up to this morning did not hear from anyone with an update on what would be done about my stove, except that my case would be sent to adjudication. I actually called to inform ARW that I would not be renewing my subscription at the end of this quarter. However, I spoke with a very nice ARW representative from their corporate office that certainly knows how to address customers' concerns. She addressed my concerns in a very professional manner and gave me the satisfaction that I had been looking for over the last three months. Thank you Adi! You ROCK!

The agent was very knowledgeable and patient with explaining the discrepancy I had with billing. She also shared additional discount with me to assist me. She was easy to understand took her time with me. I would recommend American Residential Warranty to all my friends.

We had an issue to come up with our unit. We called for over thirty days. Was given the run around and the company didn’t honor what the representative said it would cover. I called several times, was left on hold for over an hour to only be hung up on. Please invest in another home warranty company.

Andi was very helpful to me. In all honesty, I was asking her to undo some faulty actions of some of your other employees. The guy (Micah) who signed me up for the plan promised me that coverage would begin on August 16, when the plan that I have had with another company expires. Instead, ARW established a plan that will begin on July 10 and then ignored my request that that effective date should be corrected. Andi is a good sport. I don't know what to say about the rest of you.

I have never ever given a review on anything but today I've got to let whomever reads this will find this AMAZING woman in the corporate office and have her help you. Not sure if I'm suppose to do this but the number is 1-800-910-8538. ASK FOR MARGE. She said she is the only Marge there and they will tell her you're on the line if she's with a customer she will call you back or call her back again if you haven't heard from her. This wonderful lady has been in customer service for over 40 years she says, so she knows what she's doing and has a professional, caring, and patient side to her and gets whatever you may need done.

Although I had a long wait time when calling, Arthur was very helpful & knowledgeable. He even attempted 3 times to transfer me to another Dept, but there was phone issues on their side. He was respectful of my time and my needs during the call.

Payment by debit card on record did not go through - issue resolved with my bank and rep Pamela corrected information in ARW system to process the payment successfully. Pamela provided timely response and was very helpful in handling the issue.

Discussed renewal date and coverage of my policy. Charlene was informative, eager to help and personable. She spoke clearly and easy to understand. I had discussed concerns in the past, and Charlene made suggestions with looking over my policy to include mailing a paper copy. Which is nice to have on hand.

Arthur provided excellent customer service during our call today. He was very pleasant and answered any questions that I had. He presented me with any potential offers and alternatives and ultimately presented me with what I needed to fulfill my request.

No one sent out for repairs on air conditioning. Had to repair on my own. Said that would refund the 85 dollars. Sent invoice. Nothing. Microwave man came out. That was three weeks ago. Nothing. I also paid 110 dollars in processing fees. Nothing.

The gentleman that helped me with the cancelation of my service was very kind and professional. He handled my call quickly and answered all questions that I had. He encouraged me to think of American Residential in the future with our new home.

The reason for my call is to verify my coverage. I spoke with a very friendly representative who verified my info and offer other solutions to may coverage as well as offering security for my house. I would recommend American Residential Warranty for their great services.

The aforementioned Customer Service Representative gave excellent assistance. He was very professional, as well as, personable! He was very knowledgeable and resolved the issue at hand. Moreover, Mr. ** resolved an issue for me about a year ago, He took the time to listen to my issue and acted accordingly. I would definitely recommend your company to my friends!

I received help with everything I needed, only reason for cancel is because I sold the home. The gentleman on the phone gave me very easy and clear instructions to make this process very easy, also he was very pleasant to deal with.

You do understand that you have to provide a service, product, I don't know...an apology. You are thieves. If you wanna make things right here's my email. Because a callback hasn't happened yet. **

We summited a claim on A/C not cooling on 6/15/21 and to this date 6/29/21 they have still not fixed my unit. We are in full blown summer and in South Texas heat. No one has helped us resolved this issue. I am very dissatisfied with the type of service and way they have treated me. I will not be recommending this company to anyone of my friends and family.

I never received my sign up email and account information. I called to confirm my account and the customer rep knew exactly when I signed up and sent me the information while on the phone. He was courteous and professional. I didn’t like the up-sell of other 3rd party services, but understand that’s a computer decision.

I was extremely disappointed in services that I received from one of your contractors. I called the cooperate office and spoke with Andy. She was very empathetic and kind. She actively listened to my problem and provided a resolution to the issue. Her customer service skills were excellent and made me want to continue as a customer.

Was the best that I had in a very long time. His name is Arthur and helped me with all of my questions and answers. American Residential Warranty needs to have more workers like Arthur. If there was more like him this world would be better off. Thank you so much for having Arthur.

Spoke with Sharlene in billing. She was amazing. So helpful. So polite, she totally understood how I felt. She made my day. I needed to laugh a little. She offered to help further with the issue I addressed but I said Next time I call I'll talked to someone in the claims department.

Andy was amazing and deserves a raise. She resolved an ongoing issue that many others were not able to accurately complete. She was courteous, professional, charismatic, helpful, and efficient. Please extend our gratitude. She was such a pleasure to work with.

American Residential is blessed to have Ms. Andy as an EPIC phone rep for your corporation. She was professional, courteous, understanding and knowledgeable. After listening intently to our needs her analysis and evaluation of what American Residential needed to do to rectify the problem on your end, she was right on target. Andy corrected the glitches on American Residential's end, as per our calls. Three calls, and and about 3 emails later: now our documents/coverage are finally correct! Ms. Andy deserves a raise, bonus, two more weeks vacation and whatever else your company can provide for her intellect, charm and wit. I will be recommending American Residential to all of my family and friends from this point forward. Again, you are blessed, as we are, to have Miss Andy, as part of your American Residential Family.

I have talked with SEVERAL representatives, this week, in reference to initiating a claim on the inside unit of my AC. During the course of my interaction, with different representatives, several different dates of my coverage were stated to me. Not one of the representatives could clearly explain the difference in dates. I asked every question that I thought was relevant to my concern and each answer was conflicting until I talked with Arthur. His explanation was precise, easy to accept and very professional. I was definitely receptive to his conversation and his information. Additionally, he brought closure to my concern. He stated he would submit info to IT, check on the status of my account, going forward , and keep me abreast of any changes. Even though I still haven't filed the claim I feel much better after having converse with Arthur. Please know this, Arthur is a Definite Asset to and for your company.

In September 2020, ARW sent out a technician to check on my central air unit, my unit was leaking water; however, the technician had my unit leaking water like a faucet that ruined my walls and flooring. I called ARW. They offered to pay $500 and I would be left with paying over $1000 out of my pocket. I am very displeased with this warranty company, I purchased the 3 in one bundle(Deluxe plan) to ensure that I pay over $300 for. I end up paying out of my pocket to get another company out to slow the leakage; it was a blessing that it was almost fall and could go without using my air much. June 2021, I called them back to get another company to come out but I don't think that I should have to repay a service fee to correct what their contracted company messed up. I need for my central air unit to be fixed correctly.

Have been trying to reach adjudication department to give me a resolution on whether completed service order invoice has been received and someone is working on it to be paid. It has been 2 -1/2 weeks with promises for a callback and has yet to hear from someone. Andy....is the only voice that has brought some kind of consolation (i.e. hearing my concern and making an effort to do something about it!). I pray that this issue will be resolved ASAP....hopefully someone will take action through Andy's efforts.

The customer service gentleman was helpful and courteous. He is an asset to the company. Please hire more people to put a good light on the company. I wish I would have written down his name. Hopefully you will know. Thanks.

I have been helped twice now by an ARW Customer Service Rep named Pamela. She is amazing and very helpful. Originally I had a confusing question that she straightened out for me. I was going to cancel my ARW service because I would not have the money required by my re-up service date. Pamela was very helpful with my payment schedule and I was able to keep ARW. She is a 6 Star employee who should be settling any disputes because of her Kindness and professionalism!

Called about problem with billing charges. Talked to Andi and she took care of the problem and sent me a confirmation email regarding the changes. She was very pleasant, courteous and a pleasure to talk to. Great representative of ARW.

Updated on 6/23/2021: UPDATE ON MY CASE: TODAY JUNE 23/2021 after I wrote the review on Monday 21 the American Residential Warranty contacted me from the corporate letting me know that they escalated the case and that someone will be taking care of my claim, nobody called me from the claim department on Monday. Yesterday, the same person from corporate called me again to know about my case and she was surprised that my case is still not addressing by anybody, she communicate again by email to the claim department and told me that for sure someone from the claim department will be contacting me to give an update on my claim. Yesterday was the 5th business day they had the paperwork from the service provider (They manage claims between 3 to 5 business days). Today is Wednesday, 9:40 am and I am still with no AC, in Florida with 2 little kids at home on the middle of the summer and this people HAVE NOT RESOLVE MY CLAIM.

When I call customer service reps are very pleasant and helpful. The reps give me information on other services and to update my services. I really enjoy the pleasant conversations and help I receive. I have told my family and friends about American Residential Warranty.

When calling to make a name change to our contract, we received excellent service. We received the corrected contract within a few days of our phone call and were very pleased with our service. We will highly recommend American Residential for anyone looking for a home warranty.

Sharlene was very helpful with my request to change billing info. She was professional, polite, and had a sense of humor. Sharlene also handled the matter very efficiently and quickly. I appreciated not having to wait for a long time to address this matter. Again, thank you!

He was very polite and friendly. And personable. He seemed very concerned that I was happy with the service. I told him I had never had any service. I had been talked into something on the phone that I didn't want.

Andi was very helpful! Got me on the right track! And was the best! Thank you! Andi for all you did for me today. Was grateful for all you got for me from AMERICA Home warranty. Thank you! AMERICA Home Warranty!!

The lovely lady I spoke with today was excellent in resolving my issue. She was a great listener and very stellar with her knowledge of the issue I was having, and she cared about what I was going through. All the employees that service customers with this company, should aspire to be like her. The company itself, needs some reorganization departmental wise so customers don't receive incorrect information and get passed on to the incorrect department. They also need to train their employees to remember; that it's easier to retain the customers they have than to get new ones. Thank you.

Customer service rep June in billing department was excellent. She help me with my billing problem. She gets a 5 Star review from me. She followed up and returned my calls and handled the problem. I will make sure to ask for her when I have a problem.

Very helpful. He help me maintain my coverage. I can not afford to lose my coverage. Great customer service skills. Very patient and was willing to help. The problem did get resolved and I was able to keep my coverage.

This is so ridiculous- my time is just as valuable! This last call 1 hour and 11 minutes and still unable to find out about my refrigerator! You have horrible customer service and hour wait time on phone? I need to find out about my refrigerator service- the company came a week ago and waiting for approval from you. Call me or email me the answer. I am tired of playing phone tag and no one answers after an hour or everyone says, "I will connect you to someone else!" This needs to be made right- not good customer service!

I called several numbers and finally got to talk to a representative. My question was about a countertop Kenmore to be exact micro wave which stopped working last week while we were using it so we didn't get to heat up our pizza. Representative quoted warranty does not cover counter micro wave. Thank you.

I just wanted to give a good recognition on one of your representative name Arthur. There was a situation came up regarding my payment. He handled the situation very well and got it all cleared up. He had explained the problem over the phone and he got it all straightened out. Arthur desired the recognition. He showed me how professional he was how he took care of the matter. Thank you Arthur.

This agent was extremely helpful and I was happy not to have been put on hold. So far this company has exceeded the others that I have tried. The agent explained everything to me clearly and also responded by email. She definitely made it easy for me.

I'm requesting to send me refund for the 2 months of premium I paid for the warranty. When I signed up I was given information that is not accurate. I've been told by the agent that all appliances are covered including washer and dryer. And also I was not informed that there is service fee for every claim. I made sure that the washer and dryer are included he said all appliances. And I've been told that the monthly premium is all I have pay. I verified that information clearly and I even convinced my brother to sign up too.

When we closed escrow on our house, we were offered to purchase American Home Shield or First American Home Warranty, both of which I tried in our previous homes. As I checked the reviews on both companies, I realized that their ratings were bad. Then, I looked on the BBB website and found ARW and they had the best rating. Debra from sales called me and explained quite a few things that made ARW a much better option. Just a couple of important ones are the fact that the deductible was only $55 as compared to others which are at $75 and the fact that when you call, you are not routed to a call center in another country. That helps a lot for communication purposes. So far so good. We are happy with the items that we called in recently. They were handled in a timely manner and the tech knew what he was doing and fixed the problem.

The caller was polite, courteous and knowledgeable. We resolved the issue on the first try and the call did not take an excessive amount of time. It was important to the agent that everything was done right. I felt like a valued customer and I will continue to use this service.

My 83 year Mom has been trying to get through to these people for day! Her water heating was leaking and they had to turn it off. She has had NO hot water since Saturday and today is Tuesday. She had an appointment for the plumber to come tomorrow, but he called and told her that the company won't approve it. She has been calling all day, it just rings or she gets cut off. My sister has been calling and the same thing. I have been calling all different numbers, all evening and the same thing,, finally got through to someone who is clearly at home, as her baby was screaming... and she HUNG UP on me before I could her the account info!!! My Mom pays the top premium price. What kind of company is this???

Sincerely, Rosa **

Both online Chat and Telephone Customer Service was excellent. Very much appreciated. Not so sure about the Warranty program itself; all I can say is READ THE SMALL PRINT. It seemed like a great program, but you don't get ALL the information about what they do and the claims procedure until it's too late to turn back.

The first time I talked to someone that understood me the first time. That really made my day. The reason why, I was transferred 3 times before the customer service number was given to me. I appreciate all his help today.

Sharlene was very helpful in updating my credit card, phone number and answering my questions regarding my coverage and length of coverage. I want to keep track of my coverage in the event I have a problem that requires coverage. Thank you Sharlene!

Arthur was very polite and exhibited great customer service skills and experience. He took the time to explain to me the various costs of the plan I was under and how to adjust the plan to suit me. My experience with Arthur was very much appreciated.

Very helpful and answer all my question and explain my policy to me very clearly and also help me with the 3 in 1 bundle which well help me save money which I end up adding it to my policy. I'm just grateful that I had the chance to speak with a nice person

Spoke to Arthur about our coverage and he was most helpful in answering my questions. I asked him when my coverage started and how the payment was received. He assured me the payment was automatically taken out of our checking account monthly.

I wanted to sign up on the website had additional questions and called and my experience with the representative was great! Quickly answered my questions and place my order and paid for my new warranty. Fantastic Customer Service! My questions I had many the representative took the time to research and then supplied me with all of the information I was looking for. I am so happy to be a new member of the American Residential Warranty plan. I won't have to worry about paying out of pocket for extremely high cost repairs, and to be able to have the repairs done and only have to pay the $55 cost of a repairman to come out and fix whatever is not working.

I received a call from Sharlene in the billing department about my payment not going through and I explained that I had a case of fraud on my bank account and was feeling a bit frustrated but Sharlene was awesome and assisted me with such care that made me feel like a much appreciated customer

I paid my bill over the phone this morning. However, after looking at my bank account I saw that I was charged twice. I quickly called back to ARW. After talking with a Rep he resolved my issue without more conflict. I like problems solve quickly.

Laresha was outstanding and Santiago was also very quick to take care of an email issue promptly. I really appreciate the emails and the sympathy to care about my finances in order for me to make payments at a reasonable price.

This company has come out and repaired my refrigerator that would have been an 800.00 repair or a full 1200.00 replacement. As well as repaired my air conditioning unit a couple of times...they are there for you when you need them just call them and Shailene or one of her colleagues will get you fixed up in no time!

Great customer service received a phone call this morning from Charlene. Very pleasant. We laughed. I needed that this morning so it was really great. You guys are wonderful company and I am very happy with your business and thank you for your great customer service. Have a great day.

I was unhappy at the lack of communication I didn’t get but after finally speaking with the representative name Kernsp (I hope I spelled his name correctly but if I didn’t I’m sorry, just look back @ my last call on May 26, 2021) I was very pleased & understood things a lot better. I was about to cancel my service. So thank you young man for Your help & understanding, you are truly an asset to American Residential Warranty, thank you ** again.

When I called in to order the American Residential Warranty I was not told about the other Deluxe and better options for the warranty I even as if there were other types of warranties. The person I spoke with Did not offer me that option so When I was told about the better option in what I would needed to order in order to get the work done on my AC I was disappointed to learn I was not even offered the option to do that. After talking to your representative at corporate we rectified the situation by backdating the policy so that I will be able to get to work. Did I need done To the AC that greatly appreciate his help.

On May 19, 2021, I spoke with Arthur who was a very professional person to speak with and he did a great job at assisting me with my concerns as a customer of American Residential Warranty, We need more people like Arthur that is in customer service. Keep up the good work Arthur!

Due to the current situation I had an NSF with my payment. Your agent Sharlene was able to assist me with setting up a payment arrangement so that I can maintain my policy. Not only that but she gave exceptional customer service and explained all the features of ARW. I feel confident that my home is in good hands with your company and glad to feel like a valued customer!

Nice & Helpful Rep. Asset to the company. I called to follow up on a written cancellation I requested because I NEVER received a reply or confirmation from the company. I was irritated about not receiving a response from 3 written attempts to contact the company without a response. Arthur was reassuring and helpful. The company should really have a better communication system in place to reply or confirm emails.

Arthur ** was very good. I was just about to cancel my plans and he help me out a lot. I really appreciate his help. I hope I can get him every time I have a Problem. Once again thank you and you all have a great day.

We were having a problem with the coordination between ARW, the insurer, and Lowes, the installer of a new unit. Andi ** was an angel who, to mix metaphors, rode in on a mighty horse to save the day. Andi coordinated between the appropriate department at ARW and Lowe, and the purchase order was issued in minute. As an employer of about 30 people, I would be proud to have Andi working for me.

Donna was extremely helpful explaining what was available to include coverage that I already have and what I could add to my plan. She was very professional, very polite and very knowledgeable of all plans, enjoyed talking to her.

I’ve been pleased with the quick response I’ve received when contacting American Residential any time I have needed to contact them. Recently spoke with Arthur. He was Very polite and helpful with what I needed help with. We are having to cancel our policy at this time but in the future we would definitely renew our policy with this company due to their great customer service.

I called Residential Home Warranty and spoke to a nice gentleman on the phone this morning (I can't remember his name) about canceling my home warranty for I'm putting my rental home up for sale. He was very polite, nice and very helpful. He did not make me feel bad for wanting to have my policy cancelled with the company and he provided with additional requirements (email) to help aid in the cancellation process. Great customer service was given. Thank you.

I was call to cancel my warranty. I was put on hold for about 5 min. I call back and got Arthur and he was great. If all your employees were him. You could get more business and I couldn't be cancelling. Arthur understood what I was trying to say and why I cancel. Arthur keep up the good work.

Ms. ** provided excellent service! I will recommend to others. I’ve heard great reviews about ARW. Other warranties don’t offer the best protection. We’ll see how this warranty works out when a problem occurs. The price point isn’t bad either but I wouldn’t mind a discount.

The customer service was great. All my question was answered. Very very happy with the customer service. Did not take too long to answer my question and solve my issue. I am super impressed with the customer service. I would recommend it to my friends.

Yes Donna called saying my payment didn't go through, told her it's not suppose to be taken out until the 16th of the Month. She apologized and changed the correct date. She's awesome, need more people like her to represent your Company.

Trying since 4/14/21 to get my AC fixed! Endless phone loops and repeating my demographics literally all day without reward that I overpaid for. This company is horrible and I am about to get on social media and warn others on as many sites as I can. Furious.

Good. The lady I spoke with was pleasant and friendly and was very helpful in taking my payment, it was quick and easy, she was very well spoken, very quick. She greeted me and asked if I needed help with anything else. I believe her name was Karen.

Donna really made my day. She was so helpful. She even called me to follow up. She made me glad that I had chosen American residential. She took the time to answer every question and made sure I understood before she said goodbye. Thank you.

Had a few questions wrt my warranty and coverage. Pamela took her time and explained the difference between platinum and platinum premier.. Thanks to her, upgraded to PP to get a peace of mind! Pamela was patience and knows the plans well! She deserve a spot bonus $$$.

Donna was very helpful to me. She explained my policy to me in full detail. The coverage I wanted was ideal for what I needed for my home. She also gave me discounts towards my next month’s bill. I definitely would recommend this service.

Cancelled my contract with American Residential Warranty. I was charging additional $100 for cancellation. Never had any claims and tried to cancel within 4 days of it becoming active due to misrepresentation of their plans. They have so many loopholes in their contract to do whatever they want to with your money. Customer service is rude as hell. I would never recommend them to anyone. Every time I would talk to someone in the customer service they would tell me a different story as to why I wasn't getting my money back then they charged me $100 to cancel my contract.

was solved. She suggested some other coverage for me to consider as well.

Karen was expedient and courteous in sending a copy of my policy documents. I appreciate the ease with which I was able to connect with an actual person each time I have called. I have unfortunately just had to request service on two major items so I will update when I see how those service calls go.

The customer service rep. was very professional and patient dealing and attending to my questions. I really appreciate this greatly. I will like to recommend to my friends to get this great deals and servicers from ARW. They are are one of the best deal and information I have ever received.

After being very confused by the original salesman, it was a pleasure speaking with Sharlene. She carefully explained my options in great detail. I think I will enjoy knowing that my appliances, etc. are covered by American Residential Warranty. As a single elder lady it is a real comfort.

Karen called to see if I had received my copy of the warranty. As of yet I haven't received any information from American Residential Warranty. Karen offered to resend the hard copy as well as a copy by email. I also was informed about Ring doorbell service through ARW and requested a phone call at a later time.

Arthur was very helpful. He covered other options that may would have helped. At this time I cannot afford to keep the warranty. I will call the company back in a few months after my situation gets better. The conversation was nice and pleasant. Was asked if they could do anything else for me. I thanked him for his kindness and ended the call.

I am rating my last experience which was a phone call from Sharleen. Sharleen is a wonderful asset to your organization. I was prepared to terminate my policy but her kindness, genuine interest in resolving my concerns proved to be the difference in my staying. If I were to hire someone to lead my customer service department it would be Sharleen.

I was given misinformation, not truthful information about the plan and cost limitations and then the rep signed me up for a plan I didn't select which was useless to me. If appliance cannot be repaired, they have a cap of only $500 depending on age of the appliance. Older than 10 yrs, you get $300 or less.. This information is provided after you sign up and pay and get the written agreement.. This is not how business should be conducted in my opinion. Complained to corporate billing office who agreed and stated maybe something will be done if enough complaints are filed. It's unbelievable how companies can get away with this.

Even though I was promised by corporate management that they would resolve the issue of them issuing a check for the replacement of the a/c unit in **. I spoke to someone, they told me, all I needed to do was to email her the invoice as proof that the work was paid. Now they are requesting more information. Why pay a warranty company that put their client through hell to pay off a claim? I will go on all my social media accounts and write my experiences with American Warranty and their lowered standards, deter any of my friends and family from actually pursuing a relationship with your company.

Thank you Donna for all your help this evening. Explaining the plan that I have and offering me assistance in other areas you thought would be helpful for me. I would recommend everyone one I know to American Residential. You guys are the greatest.

Ms. Karen M. Was very patient, understanding and really listened to my concerns, she didn't rush me at all. Very friendly, I loved her uplifting attitude. Very polite to me, I felt like I knew her. I wish all customer service representative was as nice as Karen. She deserves a raise, she is awesome and shows good leadership and would be an great person for a trainee to follow and learn from. This was my first interaction with her and I would request her from this point forward for needs as a homeowner. Thanks for employment of a wonderful young lady.

My experience has not been good until today. Thank you Andi at Corporate for staying on one phone the whole conversation as I spoke to James @Customer Service on another phone getting issues resolved. The 2 servicemen that came out today were awesome!!!

Donna was very helpful in helping me with our issue. She was awesome???? She helped me pay my bill and added a new card so my payment would process. She was great. Helped me also contact the repair department so I could see what was going on with my request!

The gentleman that replaced my disposal was very knowledgeable and pleasant. He explained everything that he had performed. The gentleman that came to look at my dishwasher was very knowledgeable and described what was needed to repair the dishwasher. I was very disappointed in the contract itself that stated repair or if not replace. That was not true when I talked to your third representative explained that was if the cost did not exceed the limit put in the replacement cost of the appliances including repair cost. The contract was not described in that manner my understanding was replace. After having this contract for a number of years and incurring additional cost in the rise of your price I was very disappointed in this contract not living up to its word.

Charlene listened to me and focused on me. She didn't rush me off of the phone. She patiently answered ALL OF MY QUESTIONS. I had to recognize her because it is hard to get great or even good customer service these days. She stands out and I hope she gets recognized. Feel free to contact me if you have any questions.

Donna the lady I spoke to was very pleasant and very knowledgeable about all the different plans the company had so she explained everything in details. It was a pleasure to speak to Donna. She knew her job and if she didn’t explained and go into detail I wouldn’t have known about these different plans so yes she was GREAT and now I have the full package thanks to Donna.

If I could give a rating of zero stars I would. Warning, don't give them your credit card number. I've had the service just over 30-days. Called to have a plumber come out to address a bathroom plumbing issue. To buy into the program I'd already paid $204.94 in March. To request service an additional $55.00 in May. I received an email that stated, "We are reaching out in regards to your open claim on your plumbing coverage with American Residential. We were not able to locate a servicer to provide a repair at this time, so we are offering a buyout. The buyout offered will be the maximum limit of liability of $300.00 in a check form, which we will send you for reimbursement for repairs needed."

I'm pleased that American Residential Warranty have always come thru when something needed repairing in my residence. You've never given me a hassle, but trusted what I was telling you all was true. I feel confidence you since We've built our relationship on trust. Thank you all. Gala **

Thanks so much June for all your help. As usual you were a big help. Having a hard time making bills. Just keep asking for help from our great service providers. See how just a little more help each month will keep you from certain disasters. So keep great insurance to protect your home.

I had Kernst on the line, he was very very helpful, courteous, and professional. This is exactly the way you want all customer service interactions to be, he's doing a very good job. He answered all my questions in a timely manner.

The young lady I spoke to was informative, polite and respectful to me. She answered my questions and explained my services. I would like to also say Anbi was very professional. Anbi put my concerns at ease, she listened to what I had to say and addressed my concerns. She helped me to understand my payment options, and relieved my stressed mind.

Andi was very helpful and kind. She did a wonderful job being a customer service representative. She presented her up sales. She did everything she was supposed to do which in my book is excellent customer service and I would highly recommend her.

Pamela is friendly, honest, professional and very patience. Pam is very detailed and explains me about my plan to make sure I understand what are covered and not cover on the plan. If you’re looking for home warranty I recommend American Residential Warranty.

Great customer service. They send very informative and knowledgeable local business technicians. Def recommend. Been with the company for several years and have had no issues. Their plans are affordable and you get great coverage. Takes the headache and hassle of shopping around for service and or parts

Called for service on an ice maker. Gave me a phone number in case I didn't hear in a few days. No call, number not in service. Repairman showed up unannounced and said needed to order a part. 9 days later I call the number, not in service, then call Am. Residential Warranty. They say that their vendor, the one they chose, refuses to use a part unless ordered from them. Am Res wants to send me a check for the part and wash their hands of this. I have no confidence that the amount will cover the part let alone the service fees. When I asked for a supervisor, none were available. Not surprised. STAY AWAY from this company.

The ARW staff are always friendly and informative. I am a new customer and everyone I have talked with have been friendly and professional. They just had an information glitch with my payment method and I have been talking to Karen. She helped me through correcting the information mistake and I was able to process my payment successfully. She was very helpful and friendly.

Donna was very helpful on explaining my options for upgrading my plan. She also resolved my payment issue. She was kind and considerate during the call. Excellent customer service. If all your customer service representatives followed her format you would get very high ratings. Please let Donna know she is doing a fine job

The service was great. I called and they were on it. Didn’t have anyone in my area to fix it so they gave me the option to get someone myself. I recommend ARW to anyone. They are great. I’m so glad I chose them.

The representative was very professional and extremely helpful for solving my concerns to my satisfaction. I was also offered additional home repair options for plumbing failures. She also helped clarify the monthly billing and I was up to date on monthly payments. I also identified the recent purchase of a new refrigerator and I will inform ARW of the unit warranty when I accept delivery.

Donna called me about my payment. She was extremely courteous and professional. I wish the operators from where you call in a work order acted in the same manner as Donna. Donna was great! Really enjoyed speaking with her and we both had a few laughs. Made my day. Thanks Donna!!

I spoke with Andi and she was knowledgeable which assisted me with setting up my account on my bank acct auto pay. Andi was very eager to handle my request. I would be happy if in the future I will be lucky to have Andi assist me again.

We are on a limited income so we needed our payment date moved, Laesha went above and beyond and helped us to do this successfully. Hopefully we never have to make a claim but if we do I am hopeful that it to will be a simple process!

I received great customer service. Donna was the customer service representative I spoke with. She was very pleasant & knowledgeable. She answered all of my questions & explained in detail all of my coverages. She made sure I'm getting the most of my warranty.

Donna provided me with great customer service and answered my questions politely and accurately. It is always good to speak with someone who is professional and friendly while providing great customer service. I hope this is an example of all your employees. Thank you very much.

My experience with first representative was poor due to lack of information given and inaccurate. The rating of five stars is given for followup experience with Andie. She showed effort to resolve my concern. In the future representatives should be knowledgeable of the plans available and share the options with customers as Andie did so well.

American Residential Warranty for the best service honesty, loyalty common Fair rate, always ready eager to help a customer gets satisfaction to get service on any problem on all of my appliances and the timing was perfect. I didn't have to wait. Everything that was promised to me was the fulfilled.

Karen did a good job informing me of other thing that America Warranty had to offer. They have fixed my air condition when it needed it. I would and have told friends and family about it. I tried other company. I wasn't as happy as I'm with American Warranty. I will continue with them as long as they fix things when they broke. They fixed my wash and my dryer and refrigerator.

She excellent, very informative, super helpful, great customer service, truly brighten my day. You ought to give her a raise. Should be more customer service representative like her Andi. She also advised me of the new water and sewer plan which would be very helpful for a new homeowner such as us. Greatly appreciated to hear about the program and added it.