American Residential Warranty LLC complaints

On December 29, 2025, Ms. Brown contacted ARW stating that her HVAC system was frozen and not heating. A claim was opened, and a service provider was dispatched. On or about January 2, 2026, the technician diagnosed the issue as a clogged air filter, which restricted airflow and caused the system to freeze. The technician replaced the air filter and confirmed that the system was operating properly. The total cost of the repair was $155, which fell below the servicer's pre-authorization limit. Under the terms of the plan, maintenance items such as air filters are the responsibility of the homeowner and are not covered. However, since the repair had already been completed prior to submission, ARW covered the cost of the repair as a courtesy. On February 25, 2026, Ms. Brown contacted ARW again stating that her HVAC system was not working. Per the terms of the agreement, a service call fee is required for each new claim. The agreement also provides that if a repair fails within 30 days, additional service may be completed without a new service call fee. In this case, the prior repair occurred nearly two months earlier, which is outside of that timeframe. As a result, a new service call fee was required. Ms. Brown declined to pay the service call fee and instead requested cancellation of her plan. She was advised that her coverage would remain active through March 20, 2026, at the end of her billing term, and that she still had the option to proceed with a claim upon payment of the service call fee. To date, no new claim has been filed. Since receiving this complaint, ARW has made multiple attempts to contact Ms. Brown to resolve the matter but has not received a response. As a courtesy, ARW is willing to refund Ms. Brown's most recent monthly payment, as she chose not to move forward with filing a claim despite having the option to do so. Based on the above, ARW maintains that the claim was handled appropriately and in accordance with the terms and conditions of the service agreement. We remain willing to resolve this matter and ask that Ms. Brown contacts us directly to accept the proposed resolution.

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ARW Home has reviewed the account and confirms the plumbing claim remains pending due to missing documentation. While the service provider assigned by ARW submitted a diagnosis, the customer elected to use their own provider to complete the repair. As a result, ARW Home requires an itemized invoice for the completed repair to determine coverage eligibility. As of December 29, 2025, the itemized invoice has not been received, and the claim cannot be moved forward without it. Once the invoice is provided, the Claims Department will review the documentation in accordance with the terms of the contract. The claim has not been denied and remains under review pending receipt of the required invoice. Escalations Department ARW Home

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