Customer Dissatisfaction with American Residential Warranty

First of all, we purchased "Total Max Plan" July 13, 2023, after having a bad experience with another home warranty company {AHS} hoping ARW would be better and paid cash to ARW for it, we did not do the monthly payments. We used it for the first time on January 24, 2024. Our "Kenmore Elite" clothes dryer was not heating up, so I called ARW gave them the problem and details of the dryer {date-built, serial number, model, brand etc.} They assigned us to a company that only comes to our town on Mondays "Polished Appliance Repair". It has been over two weeks it will be three by time it is fixed, maybe more! Then when the repairman shows up, he did not have a part that fit. I gave model, brand. serial number and make to ARW. you did not transfer the correct information to the appliance company. The repairman said it was a "Speed Queen" I don't even think they make those anymore. So now we have to wait another week for them to get the part and come out to our place on Monday, February 19 which is the only day they service our town. You guys are a joke and on top of that I paid $100 deductible to you. Why can't you of assigned a local appliance repair shop? Weather is bad so hanging out clothes is not an option! Very frustrated by ARW. The salesperson said you were the best my experience with ARW so far is by far terrible!Dissatisfied customer. Ray

Had a routine household problem (leaky kitchen faucet) yet they found a reason not to cover the issue claiming I didn’t sign up for some obscure separate “faucets coverage” which I was not made aware of when I signed up for their premier warranty plan. Buyer beware!

I spoke to 3 people on three different days. Rod at first very kind was glad I called. Didn’t get everything resolved due to me not having my bank account number ready. When I called back the next day I spoke to Brandon who seemed like I was bothering him he said I needed to speak to a manager who would call me 24 to 48 hours he. Needless to say no one called me within 48 hours, All I was trying to do was pay. When I called back the 3rd time I spoke with Matt, who was very professional and kind. I had decided b4 I called if he was like Brandon I was going with a different home warranty. However I’m very glad I spoke with Rod and Matt. Thank you,Toni and Malisah Newman

This is a terrible company, with horrible customer service, hours waiting to talk to someone. Do your homework, and don’t listen to the salesperson. Look at the details of the contract before you sign. I recently had a pool pump go out replacement cost over $2000 and they’re giving me $200, minus the $75 service fee.

Update on our hot water heater plight and American Residential Warranty Company. So the initial issue with the hot water heater was 5 September 2023. I paid the $75 service fee to have a tech come out to see what the issue was. I never got any information from the warranty company about what the resolution was or what the issue was. Fast forward to 6 October which was a Friday, once again an issue with the hot water heater once again I paid the $75 fee and was told they could not get a tech out until Monday. The tech goes out and says that the hot water heater needs to be replaced. They write up the estimate send it to the company that contracted them, the company that contracted them in turn has to wait 24 to 48 hours to get it in their system to in turn then send it to ARW for them to wait 24-48 hours to get it in their system. Once in the ARW system it then takes another 24-48 hours for someone to actually look at the request, once someone looks at the request then it takes another 24-48 hours for someone to actually approve the request. That is if someone from ARW doesn’t make a mistake and doesn’t overlook something or misread something and then have to ask the tech company to re-upload the request again which takes another 24-48 hours to get to the middle company, which then in turn takes another 24-48 hours to get to ARW, then 24-48 hours to get looked at again and then another 24-48 hours to get approved to have them say they will not approve the hot water heater replacement. We have on numerous occasions asked to speak to a supervisor only to be told that none are available and that they would have someone call us. Once again worst customer service ever. I had never had to use them for anything major like this before in my home and rest assured I will be cancelling my service with them immediately because I am very dissatisfied with them, their product, their lack of professionalism, their lack of truth, lack of standing behind what their representatives tell their customers. On 17 October 2023 my wife called and spoke to a customer service person and was told that if we paid to have the issued resolved ourselves we could get reimbursed. Well that is 100% false. Today we were told that we would have to open another claim pay another $75 service fee for the claim for an issue that is already been resolved by us not by them to get not even a ¼ of the money spent to have the hot water heater replaced. I saw that the so called owner replied to my other review and for some reason I highly doubt that the owner replied. If you are the owner, you should be ashamed, you sir or ma’am are what is wrong with this country. I served 20 years in the military. I am a disabled veteran. Why do you think I have a home warranty? Because I can’t afford to come out of pocket for large expenses like hot water heaters. Thank you for nothing I really appreciate it.

I reported a claim on Monday, @ 9:20PM because my HVAC was not working. Today is Wednesday, 1:30PM and a technician has not even been assigned. It's 84 degrees in the house and I have 4 children and 4 adults visiting from another state. I have called 3 times to ask when the technician will be arriving and was told they are still working on getting it assigned to a repair company. Each time I was advised by the CSR that she will escalate the claim. I requested a manager callback and was told it could be another 24 hours for a manager to return my call. It is unacceptable for me to have to wait in my home until someone is assigned and provide an ETA for repairs.The CSR's are very nice and polite but can do nothing to resolve my problem.