American Residential do not tell when you sign up for their service that if your Appliances or AC unit are older models that they will not be covered for repair or replacement. American Residential will not fix or repair or replace any thing that is not fairly new. If you have a new home you wouldn't need thier home warranty coverage. Those of us with older homes who might consider purchasing this insurance. Don't do it it's a rip off! If your Appliances, AC, Heat Pump or Hot Water Heater are more than 5 years old they will only reimburse you a very small fee of what the repair or replacement will cost.ac $250, Hot Water Heater $150 and that is only after you go out and buy the items yourself. Then send them a copy of your purchase reciept. What good is American Residential home warranty if anything needs to be repaired or replaced you have to purchase and install the items yourself. Why pay a fee every month to this company? I have found a much better insurance company it's First American Home Warranty (800-992-3400).
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
As a representative of American Residential Warranty I can assure you that we do not “astro turf" our reviews. We stand behind our product, and provide a top tier service that saves home-owners thousands everyday. In order to provide this service, we do have specific items in our coverage that are covered and non-covered. We outline this coverage in detail and provide this to the customer upon sign up. Furthermore we also allow each new customer a 30 day review period of the policy, during which time the customer can cancel and receive a refund. We do not lock you into a contract.
This day in age, regardless of the product a business offers, it is human nature for a consumer to vent online to others about a negative experience they may have had rather than share a positive experience. With respect to the complaints above, I would like to elaborate on each to explain our position in hopes that other consumers that are reading this thread better understand how a home warranty works.
@ Rosie J. – Our notes indicate that the policy became effective on 8/7/2010. On 8/13/10, a claim was filed for the HVAC system. We attempted to locate a service provider in the area but were unsuccessful in doing so due to the property’s geographical location. We advised the customer that she would be able to use her own technician and be reimbursed. At this time the customer declined our offer and requested cancellation of the agreement. Because we were not able to provide service and the contract was within its initial 30 day period, we agreed to refund all payments made to ARW back to the homeowner.
With regards to the condescending remarks directed @ Rosie J. made by Jonah Thomoa, we have asked ComplaintsBoard.com to remove these comments as they do not add any value to this discussion.
@ethan hunt – Yes there are companies out there that offer no waiting period, but make sure you fully understand that these items are still subject to provisions in the contract that exclude pre-existing conditions and failures caused by rust in corrosion within a certain time period from date of purchase.
@teebone – I was not able to locate any information in our system by search of your username nor do we have anyone within our organization by the name of Teresa. I am sorry to hear about your experience that you had with your home warranty company. In the event that American Residential Warranty is not able to provide a service technician for a customer in an emergency, like the situation you described, we will offer a prompt reimbursement of eligible repairs so long as there is prior approval from ARW. Unfortunately, appliances and systems do break down on weekends, holidays, and after hours when a service provider may not be available. This is why we are flexible in allowing a customer to use their own provider with prior authorization in a true emergency situation.
@bb78738 – Please contact me directly to discuss any problems you may have had with our service. I was not able to locate your information by the user name to be able to better understand why the claim was not eligible. Please feel free to contact me directly at firstname.lastname@example.org.
With regards to a written notice of cancellation in writing, per our home service agreement the agreement cannot be cancelled without the written consent of the customer.
@Lisa4949 – All customers are informed of the 30 day waiting period prior to sign up. We do not force anyone to signup for our service, so I’m not sure why you felt the need to make this comment?
@ John.h – I’m sorry to hear about the difficulty you had with getting your dishwasher repaired. There are times when a particular issue with an appliance or system may not be resolved in the first trip, however I have never heard of 10 trips being necessary to facilitate a repair on the dishwasher. I would be happy to discuss the details of your claim if you would like to contact me directly at email@example.com
@bogey214 – Section I of our home service agreement states that a Breakdown is a mechanical or electrical failure of the covered system, component, or appliance to perform its fundamental operation(s) in normal service as defined by the manufacturer. In the case of the heating claim you submitted, our contractor determined that the burner in the furnace needed to be cleaned. The purchase of a home warranty is to cover electrical and mechanical failure, not to provide maintenance and cleaning of the equipment which was the problem in this case.