I canceled my services with the company. Maartha( the rep), stated she cant send me a cancelation email. Thats crazy

My wife and I are in our mid/late 70's and we had an absolute terrible experience with ARW and KEEPE, the company ARW contracted with. For 3 summer months in 2024, we went with NO Air Conditioning. Obviously, we were unhappy with their "service". 74 days after my claim was opened and after numerous lies by both ARW and KEEPE, we were notified that ARW was going to buyout our claim. 74 days for Seniors without Air Conditioning in the summer is unacceptable. After our claim was opened, it took 17 days to schedule a Tech who diagnosed the problem and said he could not proceed without ARW's approval. It took another 12 days to receive the report. It took another 20 days to get the Tech to return to conduct a Leak Test. ARW contracted "KEEPE" to locate local repair services. KEEPE failed to keep scheduled appointments with us and lied to me about the name of the repair company they said had been scheduled. (No such company was confirmed). Despite my objections to ARW to continue to work with KEEPE, ARW continued to work with KEEPE on my claim. On multiple occasions I was told KEEPE would have their completed report submitted to ARW by the end of the day. These promises were not kept. They continually lied and I made this known to ARW. ARW and KEEPE both showed NO compassion that Senior Citizens were without AC during the summer months. If there was any compassion, it would not have taken 74 days. At one point I was told my "Out of Pocket" to repair my Air Conditioning would be $390. I suggested that it would be a positive gesture for ARW to absorb this out of pocket due to the headaches involved. My suggestion was declined. Once my claim was closed, I twice wrote to ARW and asked if there was any type of compensation they could provide us for the unacceptable length of time for Seniors not having AC during the summer months and for a truly negative experience with them. Both letters were ignored and unanswered. ARW is terrible. KEEPE is terrible. I would not recommend either. read more

If I could give zero stars, I would. This company is a perfect example of why people are hesitant to trust home warranties. The coverage appears solid on paper--plumbing, ductwork, etc.--but what they don't tell you is that they refuse to do any work if those systems are in a crawl space. Last I checked, most homes have their plumbing and ductwork in the crawl space. So what exactly are we paying for? Even worse, this critical exclusion is nowhere to be found in the brochures or during the shopping process. It only gets mentioned after the warranty is purchased and a claim is submitted--convenient, right? When I reached out to get clarification, I was met with one of the rudest and most unhelpful executives I've ever spoken to. The VP was dismissive, condescending, and completely unwilling to take accountability or offer any solution. The attitude from the top says a lot about how this company views its customers. On top of it all, their prices and trade call fees have gone up, while the level of service has plummeted. Do yourself a favor and look elsewhere. There are better options out there that are transparent, honest, and actually care about their customers. read more

I am formally expressing my disagreement with the decision to deny coverage for the repair of my HVAC system. The company appears to be avoiding the agreed service repair. I understand that all calls are recorded, so please verify my conversation with your representative as I was assured that the repairs would be covered by ARW based on the documentation provided by Lions HVAC. I had to borrow this money for these repairs on the promise that it would be reimbursed and it has put me a financial bind as I am on fixed income. The reason cited for the denial appears to hinge on a speculative statement that was not factual, but merely my own input about what could have caused the issue. It is important to note that this was not an official diagnostic finding from the HVAC technician. In fact, the technician explicitly stated that they could not determine the specific cause of the problem; their diagnosis simply identified what was wrong and outlined the necessary repairs. I had to borrow the $1,178 it took to repair it. Now out of claim fee $125 and repair fee $1,178. I am a senior citizen on a fixed income, and they refuse to reconsider. read more

They require a $125 service fee for each claim. They then told us that they could not find a service technician for our area and we would have to find one pay for the repairs and then seek reimbursement, and it was not clear whether all repair costs would be covered. We asked for evidence that they had searched for a service technician and they would not provide it. Since we have a home warranty and had to pay an additional $125, does not make sense we should have to find a service technician and then seek reimbursement. This home warranty was established as part of a home sale, I would never recommend that anyone use ARW as a home warranty plan. read more

This is the worst home warranty. I submitted three claims, and each time, they denied every claim with bogus reason. They have been taking my money for months, and all they wanted was to get trip charge fees and monthly payments. They did not fix anything. Each time, they provided false claims to make it out of warranty, and then I had to get another repair guy to fix it. All three times they stated their diagnosis was wrong and it was something else. The last time I reported that my AC unit was not blowing cold air, they said it was bad wiring and denied the claim for preexisting issues. I had someone else come out, and they said it was because the unit was leaking. read more

I would like to give this business 0 stars, after purchasing appliance coverage from the sales rep who told us the insurance would "repair or replace" our appliances if we experienced a problem. Needless to say our dishwasher broke down and we filed a claim, the unit could not be repaired and after 13 days of waiting we were told we could get a buyout for $347 which would not not cover the cost of a new dishwasher. The coverage was not "repair or replace". When we attempted to cancel the insurance due to the misrepresentation we were told it would cost us $216 to cancel since we hadn't had the coverage for over a year. Terrible communication and service. read more

An absolute SCAM! Run from these people, they will not help fix issues with your house. It is a complete waste of time and money! We had a leak in our home, it cost us 14k to fix, they strung us along and would not help with the issue. All they do is try to find a way to not cover your claim, in our case its because some of our piping ran in our slab. They wouldn't even cover the piping that had to be replaced in the home. Don't waste your money on this SCAM! read more

Please do yourself a favor and go with a more reputable company. We have been with this company since we purchased our brand new home and they are the most unprofessional and incompetent people you will EVER speak to. Our AC went out on August 11th on a 2 year old home due to a storm. The heat was over 90° and they took no interest in treating this as an emergency. They scheduled service on August 15th and our indoor temperature with windows open was 85° And 93° with windows closed. When I was able to reset the AC on the morning of the 15th, I called to cancel the service with success and was promised my $55 deductible would be refunded in 5-7 days. After about a week, I called back since I still hadn't received a refund. It was then that a new rep changed the expected time to 7-10 days. After about four more days, I called back again and the new rep said 10-15 days. It was at this time that I asked for a confirmation via email and was told they have to email someone to get permission to put it in writing. That seemed very strange to me as emails showing refund status are fairly common. Fast forward to today, my partner calls because it's on his card and that person says it will now take 30 days and that's in our contract. I pull up our contract and nowhere does it say it takes 30 days or any amount of days to have anything refunded. We are DONE! They are being dropped now! Moving onto a more reputable company that isn't going to give me a hard time and actually cares about its customers. Edit: since I've cancelled I've received one text, one phone call and one to two emails daily! This is absurd! Their system is archaic according to them. They state things like "the system doesn't recognize cancellations that's quickly" or "it takes time for the system to register a cancellation." read more

This is the worst company ever. If I could give zero stars that would be more appropriate! I agree with the previous reviews. This is a total scam. Pay them for months and then call them when you are in need and they will string you along for weeks. I am assuming they are just hoping that you will get tired of it and get it fixed on your own. Do yourself a favor if you are debating on getting a home warranty and take the money you would send them monthly and put it into a savings account for when you need it. We are dealing with a loss of water. Our water turns on and off because of a bad pump and switch. We have now had 2 different plumbing companies come and give estimates. One of the companies told us that they do not deal with warranty or insurance companies because they have been burned too many times. Meanwhile, the company was referred to us by ARW! read more

I don't even know where to start with THE worst home warranty out there. I have been trying to get service for a week. Giving me the runaround is an understatement. I'm at my wit's end! They will not ever give you a supervisor or manager even though they promise one will call you back. I can't get into my account on line. I placed a call by their text link and no one can find it and no one has set up the service. I've never had any type of issue like this with the 3 other home warranties I have for my other properties. DO NOT sign up with them. read more

I had an interior plumbing stoppage in my home on April 22, 2023 called in the claim and paid the $75 service fee. I was told by the rep that the soonest someone could come out would be the following Thursday. That Wednesday I received a text that someone would be out in a few hours. Of course I wasn't home nor expecting someone until Thursday when I had planned to be home. Needless to say after calling to follow up I was told to call the contractor (Roto Rooter) to schedule them to come out. I called them and they asked me how would I pay for service and I told them that ARW would be taking care of it. Well Roto Rooter also informed me that they never heard of ARW and they never contacted them to service me. i Called ARW back on April 31, 2023 about the status of my service and Roto Rooter was not contacted by them. A few minutes later I received a text from ARW that Roto Rooter will be out Monday, May 1, 2023 to service me. Well, you guessed it I called Roto Rooter to confirm what I was told in a text and they were not contacted by ARW to service me on Monday. But ARW debited my account for the monthly service fee. Fast forward to today May 4, 2023 I hired a private contrac to clear my stoppage and contacted by bank to dispute the fraudulent charges to my account by ARW for services not received. We really should do a class action on these people. Oh I also mailed a letter to cancel their services after this whole fiasco. THEY ARE THE WORST AND A SCAM!!! read more