Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 03/13/2023

  We submit this letter in response to the complaint that was filed by Ms. ******* ***** with The Better Business Bureau, Inc. regarding her ********* Service Plan.

   

  We have completed our investigation of the concerns that were expressed by Ms. ***** and our response was sent directly to Ms. ***** on March 10, 2023 via email.

   

  Should you have any questions or require additional information, please contact the undersigned and reference our file number **********.
  

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The issue started with the refrigerator started in August.  Then after several repair attempts ARW decided not to replace it.  I then asked that it be repaired when the amount of $650.00 was offered.  The refrigerator is a $4000.00 give or take.  What refrigerator did ARW expect me to replace it with for a price tag of $650.  ARW reps have continued to call my phone(s) soliciting to sell me the same service and EVERYTIME states that ARW would try to repair first, and if that was not possible then to replace.  From October to now, since the offer and I communicated that I need it to be repaired NO one reached out to me.  Had medication at risk and that was not important to them either.  If I did not filed this complaint they still would not of reached out to me while continuing to access my account to get their payment on a monthly basis from October to now.  That is unacceptable, as I was inconvenienced and incurred additional cost.  That is not how you treat a customer you claim to value.  My demand is for $3000.00 due in 30 days.

  
  
  Sincerely,
  
  
  ******* ******

  e maker was working. The service provider was informed of the issue by me upon arrival. He checked the main ice maker & refrigerator to include the freezer. He then took apart the bottom freezer, checked some things & put it back together, reset the main ice maker & said we should have ice in 24 hours. There was no ice in 24 hours & I notice liquid under the refrigerator to which is had to lay towels. I informed the repairman & was told he had to order a new icemaker. Upon his return 2-3 days later we confirmed that the freezer was no longer working, the fridge was not cooling to the required temp and main icemaker still not working. A new icemaker was installed & diagnostics checked. Again, was told should have ice in 24 hours. Again, no ice & still freezer & fridge not cooling. The repairman was notified & he came out again & checked, did some test & said that there was an internal leak & that the unit should be replace.(See attached email for detail information regarding this matter).Also in contract still

  

  Business Response

  Date: 02/10/2023

  *** *******
  
  Thank you for taking the time to share your
  experience regarding your refrigerator claim.  We do apologize for your
  inconvenience.
  
  According to your claim history, several
  repairs were attempted unsuccessfully for your refrigerator.  On 8/30/2022
  based on the diagnostic report from the contractor it was determined that
  continuing to repair the unit is not cost effective. As outlined in the terms and
  conditions of coverage you are entitled to a $500 annual limit for your refrigerator. Based
  on our records, the balance of this limit of liability remaining is $91.57.  The
  calculation is based on the original limit of liability of $500 minus a previously paid claim of
  $209.93 and a servicer diagnostic fee of
  $117.50. 
  
  After strong
  consideration, and in
  appreciation of your loyalty as a long-term customer, we would like to offer you the full $500
  limit of liability as well as an additional $150 due to customer tenure for a
  total of $650.  To accept this, please contact us directly at ************, M-F 8am – 6pm.  We look forward to hearing back from you.
  
  Sincerely,
  ARW Home Team

  

  Business Response

  Date: 02/14/2023

  *** *******
  Thank you for taking the time to reply to us.
  Unfortunately, the home warranty that you purchased has a limit
  of liability of $500 related to refrigerator coverage.  We added an
  additional $150 to this limit of liability for you due to you being a long-term
  customer and as a gesture of goodwill
  Please review your terms and conditions that were provided to
  you upon purchase for these limits.  They can be found on the declarations
  of coverage page as well as Section 7 – Limit of Liability and Conditions.
  As mentioned in our previous correspondence, to accept this,
  please contact us directly at ************, M-F 8am – 6pm.  We look
  forward to hearing back from you.
  
  Sincerely,
  
  ARW Home Team..

  

  Business Response

  Date: 05/12/2023

  We submit this letter in response to the complaint that was filed by ******* ******
  with the Better Business Bureau, Inc.
  We have completed our investigation of the concerns that were expressed by ***
  ****** and our response was sent directly to her on May 12, 2023, via email.
  Should you have any questions or require additional information, please do not
  hesitate to contact me.

  Customer Answer

  Date: 06/14/2023

  
  
  Complaint: ********
   
  
  I am rejecting this response because: On the phone again today with American Residential Warranty regarding the buyout offer and just keep getting bounce around.  Can you assist with this please.  
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 06/22/2023

  We submit this letter in response to the follow up complaint that was filed by ******* ****** with the Better Business Bureau, Inc.
  Please be advised that we have completed our investigation of the concerns that were expressed by *** ****** in her follow up complaint, and a response was sent directly to her on June 19, 2023 via email at ******************************
  This matter appears to be resolved. However, should you have any remaining questions or require additional information, please do not hesitate to contact the undersigned.