American Residential Warranty

Called ARW for repair under warranty. After taking all my information they stated the repair would not be covered since I did not purchase the highest level of coverage offered when I originally purchased the warranty. I only purchased the second highest level.

They have improved upon their customer service and responsiveness since I have been with them. 

They are an outstanding warranty company to have, they cover all of your appliances, plumbing, and electrical. The monthly price is very reasonable.

The plumber determined that the problem was in the outside clean out and never put anything into the pipes in the basement. He determined this by dropping pebbles into the outside clean out. ARW gave me a price of $55 to have someone come out. They told me that if the repair was not covered for some reason, for example, they start pulling out roots (roots not covered) while cleaning the pipes out, that they would stop and give me an estimate to complete the work. I was never informed that if I declined the work, that it would cost more than $55, but ARW told me that it was in the paperwork/terms of service that they had sent to me. In short, I was quoted a price of $55, no snake was ever put into any pipe, and I was charged $119 because they determined the repair was not covered. When I talked to ARW, I explained that I had no way of knowing if the the back up was inside or outside of the house. Since the contractor determined that the back up was not INSIDE the house, they determined that it was not covered. In fact, this was the reason I purchased the warranty - so I could have the peace of mind knowing that my pipes and appliances were covered, and only having to pay a small fee for repairs. I paid $578.76 for the warranty on 9-11-2010. When I found out that ARW charged me $119 for doing absolutely nothing, I thought about canceling the warranty, and getting a pro-rated refund, until I read that ARW can charge a $99 cancelation fee if the warranty is canceled within the first year. I inquired about canceling the remainder of my warranty. I was told that I needed to put my request in writing, but no mention was ever made by ARW of the possible "$99 termination fee" over the phone. I would just like everyone who is considering a home warranty to be sure you read over ALL of the paperwork, because the warranty company does not disclose certain information over the phone since it is in the paperwork.
        The city told me that I had to have someone determine that the back up was not inside the house before they would send someone out. Since I had paid for the warranty that also covers sewer line back ups, ($578.76), I decided to use it, and have someone come out. The back up was on my property, but was not inside the house. I ended up paying the remaining $64 to the plumber for doing nothing. I then called the city, and they had someone there within a couple of hours to snake the outside clean out on my property free of charge.
        I had used ARW a couple of weeks before this incident for the central air. They sent someone out from Sears, and I received excellent service. The Sears HVAC tech charged the system and cleaned out the outside unit with a hose. The total cost for this service was $55.

They have been great and anything that they couldn't cover they would reimburse you for the repairs. Also if they can't fix it they replace it.