ARW Home Reviews 1,141

June 1, 2026
Our AC was not cooling so we called ARW. A guy came out that evening and looked at it. He stated there was a leak in the line and he would need to come back. Well, another company got involved - not sure why but it has been back and forth. When you call they put you on hold forever. They have to submit the plan, review the plan, etc… They don’t call you back. It is Friday and still no one has been back out. On top of that I had knee replacement surgery and it really has been uncomfortable. They told us this morning that they would expedite the claim. I don’t think the people in customer service know the definition. I suggested that maybe we go back to American Home Shield. You know you hear how these can save money if there is a big issue and it has for us. We have never turned in tons of problems, but these companies I am beginning to believe are a scam. Choice Warranty seems to be rated #1. Might need to look into them.
Very upset and disappointed!!!!
Today’s date June 5th at 2:00 pm
Praying we are contacted today
Seriously praying to the Lord

KAREN made the experience quick and easy. She was a pleasure to talk to.

As a former retention employee of over 2+ years, I encourage consumers to carefully read the terms and conditions of any service contract before purchasing. In my experience, many customers were surprised by coverage limitations, claim limits, fees, or exclusions that they had not fully understood at the time of purchase.

I often found myself speaking with customers who believed their coverage would provide more protection than what was ultimately available under their contract. Because of that, I strongly recommend reviewing all plan details, coverage caps, service fees, exclusions, and limitations before making a decision.

From my perspective, there were also challenges related to training, leadership support, and operational consistency, which sometimes made it difficult to effectively address customer concerns. Long hold times and employee turnover were ongoing issues that affected both employees and customers.

As a former retention representative in the Boca Raton office, I frequently handled calls from frustrated customers and felt that employees would have benefited from leadership with deeper experience in retention and the home warranty industry. At times, I felt there was a disconnect between frontline challenges and the guidance provided to address complex customer situations, making it more difficult to effectively resolve concerns and retain customer trust.

One of the challenges I experienced was limited access to management support when handling complex customer situations.The hold times are so long due to this. There were times when employees needed guidance, coaching, or escalation assistance but felt that leadership was unavailable or focused on other priorities. As a result, frontline representatives were often left to manage difficult customer interactions without the level of support that would have helped achieve better outcomes for both customers and employees.

This review reflects my personal experience and opinions as a former employee. Consumers should conduct their own research, read all contract documents carefully, and make decisions based on the specific terms of the coverage being offered.

I do not share these thoughts out of malice or resentment. I am sharing my experience because I believe consumers deserve to make informed decisions and employees deserve the support needed to serve customers effectively. There were many hardworking people throughout the organization who genuinely cared about helping customers.

You have a bunch of liers in your staff. They claim they will not put.you on hold then that's exactly what they do. The biggest lier you have is Dillion Sloan he caused me to lose any chance of getting my plumbing issue taken care of. He had me call Choice home warranty & canceled out my plan. He said he would get someone out here today. He has done nothing since the call this morning. Too much of a coward to return my phone calls. Now I don't know what to do because I'm stuck with no ANSWERS. AS far as I am concerned this is mental abuse of an elderly woman. Y
Our billing states that it takes 30 days to go into effect?????? He told me it would go in effect today & he would have a plumber today. LIES ALL THE WAY

Kevin was Outstanding! Thank you for your service.

I am glad to be a part of a wonderful American Residential Home Warranty team, which excellent warranty.

Martha was a pleasure to work with....she showed knowledge of what she was doing...did it quickly and with great customer service extended

Had the pleasure of speaking with Martha as my ARW rep today. She is amazing! I was very confused regarding charges ARW had charged me and Martha clarified everything with patience and understanding. I am grateful to have experienced genuine customer service rather than a robotic telephone message.
In today’s times, it’s refreshing to speak with a live customer service rep, that actually cares…
She corrected errors in my plan, although they were not her fault , and she was a pleasure to speak with…

Thank you Martha…:)

Marta was very pleasant and walked us through our plan and showed us why we should not cancel. Marta is a great asset. Prior to my retirement, I ran a call center and Marta would be a choice I would make to have on my team.

Karen is polite and resourceful. I appreciate her assistance today!

I called to renew my policy and spoke with Karen in Billing. She was awesome, helpful, professional, and you could hear her smile.
She took the time with me and helped me out.
Thank you

Good morning I was glad that the Representative called me and we worked everything out she was so sweet and kind her name was Karen I appreciate her for all she do for the Company. Thank you, Lorraine Mimms

I spoke with Yvonne regarding my warranty and she was so knowledgeable and extremely helpful. Customer service reps like Yvonne will ensure customers stay. My earlier conversation regarding placing a claim did not feel good, based on the response I was getting, knowing that I was having a problem with my fridge. However, the claim was placed and I was transferred to Yvonne to answer my question with the warranty and its because of her that I did not start researching another company. You need more trained representatives like Yvonne. Thank you Yvonne!

Karen took a proactive initiative to solve the issues of my payment declining by identifying some possible solutions.
She handled my situation with patience and professionalism. Karen exemplified great pride in improving my customer service experience.

Friendly phone call and nice

I spoke to Karen, and she was wonderful.
I hope all of your staff is a great as she is.

Karen is a great representative, helped me in changing a few things. Thank you Karen, I appreciate great customer service!