Sears Home Warranty Reviews
Is This Your Business?3.2
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Jaida Godfrey Ft. Washington, MD
Class action suit is needed for these people!! Horrible service!!! I thought we were the only ones until I read the reviews and comments. It’s almost most been a year and my elderly parents have been without a washer. It’s takes literally a whole day before you can get someone on the phone (if you’re lucky to do that) and that’s by 10+ calls from automated messages being hung up on by the automated calls, being on hold and transferred calls!! These people take their money on time every month and you cannot get service. There have been 5 techs out 4 parts in the garage and still waiting on a call for parts!! No communication, no updates and as of today I have made 6 calls thus far and now on hold for them to tell me they can’t locate anything under the phone# or with the warranty number! RUN RUN RUN!! The Reviews DO NOT LIE!! THEY ARE THE ABSOLUTE WORST!!! They should be prohibited to conduct business and shut down for good!!
7 months ago
Dan Robinson Concord, CA
I signed up for this Sears Protect program in August of 2023. During the period in which free furnace inspection services were offered as part of the agreement, I tried to schedule through HomeHub as instructed. I was told they could find no service people to do so, but if I found someone to do it, I could pay for it and submit a claim, and they would review to determine if they would reimburse. This was for a home in the largest city on the Western Coast of Michigan. I ended up paying $150 for a local company to do it instead. Now in January of 2024 after after 5 months of 0 benefits, I decided to cancel the agreement. On the phone I was told that my credit card would be charged $150 cancellation fee (because that is the discount I received) plus a $25 administration fee. I have the written contract - there is no such mention of any fees in the cancellation clause. Plus, if one prorates the 5 months of the $150 discount, my monthly (paid) fees have only been reduced by a total of $62.50. I did not receive the full benefit of the $150 annual discount, plus I had to pay another company a substantial fee to service / inspect my furnace (I lumped it in with duct cleaning, which I would not have expected Sears HomeHub to cover). In short, this is a massive fraud case. I've tried to cancel, but the "service manager" on the phone said that this is their policy (to charge me $175 to cancel), even though it is not in my contract. And she refused to cancel it without my authorization to charge my credit card for the cancelation fees. Run, don't walk, away from this poor service oriented massive scam. I'm seeking a way to talk to someone with authority, but the customer service "manager" with whom I spoke said there is no one higher in the organization. Right... I see why Sears struggled financially. Stay away from this product - no service, all cost.
7 months ago
Peter Denis Seattle, WA
Run away!!! I had dutifully paid my premiums for years. Just before Christmas 2023, my GE over-the-range microwave died. I tried to use the app - somehow, the app would not accept the model and serial numbers, even though they were registered with Sears. I then finally found a human, who immediately charged me $75. They assured me that they had made a request to their local contractor. As it turns out, that was a lie. I called the contractor, and they had no record of any communication from Sears. I was able to muscle my way up the chain of command and have them admit they the did not have the capacity to fill my needs as they did not have ANY contractors in my area. I was reimbursed my $75 and canceled my contract. I will now be taking Sears to whatever instance is required to return my premiums and pay for the new microwave that their untruths in business have required me to purchase. I will say, and that is the reason for the one star, is that the folks on the phone were uniformly pleasant and clearly abashed by the situation they found themselves in.
8 months ago
Brian Coady Hilliard, OH
They earn the one star because usually a tech responds reasonably fast. That's all the good I can say. Twice I had an appliance need replaced, and both times they offered about 80% of true replacement value. I have a 28 cu refrigerator they offered a 25 cu as replacement. How is that close???
My cloth washer broke but the part availability date kept getting pushed back. I was going to the laundry mat washing my cloths for about 2 months before I gave up and asked for the buy out ... which was for about 60% of a replacement cost.
They mislead you into thinking you are going to receive replacement value to get customers, but it NEVER happens. I asked for the replacement to be reevaluated, but after I gave up after 2 weeks of asking because I couldn't wait on a new refrigerator any longer. When you call they say "we are looking into it" and quick to apologize, but that doesn't cut it.
I am looking for a new company. I recommend you steer clear of Sears which is "powered by Cinch". They really mean "powered by STENCH", because they stink. YOU HAVE BEEN WARNED ! ! !
8 months ago
Steve E. Evansville, WI
Had a general maintenance service call. The fellow looked at the dishwasher for 2 minutes and pushed a few buttons. But then started pressuring my wife and I to buy Sears insurance on all out appliances. He didn't care about maintaining the bosh dishwasher just selling a policy.
Another time Water dripping on the floor, 2 technicians showed up. One worked on the machine while the other walked around the kitchen and living room looking at everything. Undercover cop?
Other guy couldn't fix the leak just taped the hose so it would stop dripping and ordered a new part. Warranty says if it can't be fixed the first time ya get a new dishwasher...didn't happen.
Another leak repair appointment on 11-22-23. Called and got some girl that her accent was so off that I guessed at what she was saying. Then I discovered she was also selling insurance for all appliances?? And she wouldn't give up!
Will never sign up for Transformco/Sears Warranty again.
10 months ago
Barry Timmons Fort Worth, TX
Have a microwave oven combo GE profile. Sears has tried to fix microwave continuously.Time wise was reasonable from Sears.Could not repair microwave so the replaced my whole combo unit with a 4200.00 GE profile built in. Plus delivery and installation.Awesome
1 year ago
Almetta Makana
May 2018: Called Sears Home Warranty Service for a plumber. The first plumber that came out was All Star Plumbing. I gave them the $100. deductible. The plumber completed one job (clearing blockage in kitchen drain) and left three other jobs undone (kitchen faucet, bathroom faucet, and bath tub faucet). He said he was coming back....never saw him again. Called Sears to report him and to request they send me another plumbing service provider. Second plumbing serve came a few days later. I have three jobs still open. The plumber replaced kitchen faucet but never came back to replace bathroom and tub faucet. Called them several times, left messages but no one ever returned my calls. Called my home warranty company only to be told that they (K.G. Winston and Son) told them that I canceled my request for service on my bath tub and faucet (THEY LIED AND NEVER RETURNED MY CALLS to tell me they were not coming back). SIDE NOTE: I have used them before and I did like their service (don't what happened this time).
5 years ago
Debra Kitchen
Stop! Don't BUY. The price doubled since last year. I thought the service would get better. Instead, it's worse.
Waiting 3 months for a microwave replacement. Thank God it wasn't the refrigerator or washer or dryer.
3 months ago
Rebecca seilar Wood Keith
The warranty is absolutely bogus. They say they will fix things but they can only do 2 brands then outsource and charge you for the trouble. Then is you cancel they bill you for it and charge you. It is ridiculous. Why Sears does not go away entirely is a mystery since all their products have been garbage for decades.
5 months ago
Patty Chrisawn
I would give 0 stars if possible. Sears has turned into a total joke. Good luck on getting any help or resolution to any issue or problem. Their solution is to transfer you to someone else. The searshomehub website is even more useless. Unable to get appointments scheduled, and IF they are scheduled, they will be cancelled. I have delt with the for the last 3 appointments and still waiting to get my frig and stove fixed. This is a joke, waste of money, and a rip of to someone who needs any type of service.
RUN FROM THEM!!!!!!! GO FIND SOMEONE ELSE!!!!
5 months ago
Mohamed Almetwally Ashburn, VA
I called to cancel my protection agreement after I spoke to the representative he told me there was a charge of $ 59 plus a $25 cancelation fee and I should get a credit of $181 back to my account, he charged my account an extra $ 181 instead of credit, his excuse he missed reading the cancellation policy discloser, and tried to speak to a manager he said no manager available
6 months ago
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Carminia Hutto, TX
Terrible! Waited all day and tech sent a text they showed up and no was home. A total lie! We wasted our entire day waiting. Called service - finally got someone- was told it tech would return to our home. Never arrived. Called again, was told I have to call next day to get another DATE! They could not expedite appt same day! Why? I bought appliances with extra warranty to avoid these headaches and it’s worse!
6 months ago
Henry White Cumming, GA
I can only echo the horror stories given by other extremely dissatisfied customers. It is almost impossible to reach a human, and if you do after hours of being on hold they are very unresponsive to your concerns or complaints. The service providers they use are very unprofessional. They make several appointments that they neither keep or notify you that they are not coming. I called to cancel my policy and was told that I had to keep this policy until the renewal period which was several months away. I am shocked that company which formerly had an excellent reputation has sunk this low.
6 months ago
Review Source
Xavier Garcia Weslaco, TX
I called to cancel my Sears warranty program. They never deducted anything out of my bank for 4 months. Then they claim that my warranty was not canceled that it was my fault. So they wanted me to pay $290. If I would pay the $290 I could cancel my warranty. So I paid the 290 that they say I owe them for 4 months. Then I call to cancel and they told me I had to pay another $114 because my warranty didn't expire till September. These people are bunch of scammers. Don't get this warranty. Their technician was great he got the problem fixed The problem is with their higher-ups
6 months ago
Review Source
Denise Karam
Very upset with sears our washer has not been repaired in over a month now . We have been getting the run around ..they are telling us they have to start the process all over again after telling us to call them back in 6 business days to find out what the outcome is This is unacceptable extremely upset customer and this is not the only place I will be leaving review
7 months ago
Review Source
Tory Smith Lancaster, CA
Sears is horrible right now I’ve been with them over a decade. My washer been out since January 12. Several peoples been out to fix it said it was gonna replace the washing machine. It is now February 14 still don’t have a replacement of my wash machine I have eight people in my home. It cost four dollars a load. Every person has three loads is costing me $96 every weekend to wash clothes.
7 months ago
Ainsley Jeanmarie Brooklyn, NY
""Scam Alert"" Be aware of Sears Home Warranty, which is now Cinch Home Warranty. They have a scam they're running with their add on services. If you already have a plan with them, do not add any additional coverage to it. If you do they will ask for it to be paid in full the first year. And if the account is cancelled before the duration of the add on ends, they will not reimburse the add on. Better yet, just stay away from them. The only time you get good service from them is when you're signing up, or paying the plan. anything else, forget about it.
7 months ago
Pam Biondo
RUN AWAY AS FAST AS YOU CAN!!!!! Technicians are fabulous and very knowelegable. Sears CUSTOMER SERVICE......THERE IS NONE......ITS ALL COMPUTER GENERATED.....DOES NOT GIVE YOU AN OPTION TO SPEAK TO A REPRESENTATIVE.......COMMUNICATION ON REPAIRS IS NONE.....LEFT ME HANGING WITH NO WASHER FOR A MONTH WITH NO EMAILS OR TEXT ALERTS ON STATIS.......THEY DO NOT UPDATE THE STATUS ONLINE IN YOUR PERSONAL ACCOUNT.
FIND A DIFFERENT HOME WARRANTY COMPANY......YOU WILL BE GLAD YOU DID!!!!!
7 months ago
Vitta T LA
If I could give Sears Home Warranty ZERO stars I would!! There are no customer service agents here in the United States. One of the reps I reached was in the Philippines. I was transferred from one person to the next. I finally reached someone who offered to give me a refund since no work had been done. I’ve had Sears home warranty for years, but they wouldn’t even connect my new water hose to the ice maker.
They said it wasn’t covered under my warranty. So, I’m getting a refund for my deductible… and then will look into deciding if I want to keep them or cancel.
8 months ago
Chelsea H
Sears home warranty (appliance plan) is a complete joke and total waste of money. I've been paying $50 a month for over 2 years and have only had one appliance fixed, never showed up again to fix any other claims, And tried to charge me an additional $100 deductible per/ appliance every time I needed something fixed. I would have been better off just calling a handyman or a appliance repair company. Would saved me hundreds and hundreds of dollars. I would not recommend Sears home warranty to anybody! Ever.
8 months ago
Mia Jerz Nashua, NH
I paid for almost 2 years without putting a claim, and when I did I was given the run around. My dryer was making terrible noise. Long story short.. We went months after putting the claim without any help. Their story was that they were waiting for a part. We received a number of parts in the mail, but one more was needed always. I canceled my contract. NEVER again will I throw my money away on Sears Home Warranty.
8 months ago
Debra Cree State College, PA
It is nearly impossible to get a live person on the phone, and then it is always a ESL speaker, who has difficulty understanding my questions. This service is run by Cinch, and both service providers and I have had horrible experience with them. In theory, the home warranty plan is good value, but just try getting someone to do the repair. The company sends the part to the consumer (not the technician), and the consumer has to contact the technician. Twice Cinch sent the wrong part. The latest issue is that they charge a $100 deposit up front (which is refundable after the service call), but then they say they can't locate a technician and expect me to find my own repair person. I have no issue with the technicians who have come - all have been very competent - but Cinch is a nightmare to deal with.
9 months ago
jen burke Haddonfield, NJ
Sears Home warranty is a terrible service! If you were looking for a major problem and headache when your appliance breaks, purchase this policy! It is a complete waste of money. It has taken me over three months to get a washing machine replaced that is covered in my policy, the first service appointment no one showed, the second service appointment was canceled for no reason after waiting several weeks for them. You will talk to several customer service representatives none of which are in the USA. You’ll be transferred to several different departments and will spend hours on the phone. He will not be transferred to any higher level managers when you requested. They gave me wrong phone numbers for the corporate office, I have been hung up on by a customer service representative. I reported them to the Better Business Bureau.This company is running an incompetent and unethical scam.
9 months ago
Alicia Holliday Markham, IL
Sears is no longer the reliable company that it used to be. In fact, they should be investigated because there is no way to contact the business and speak with an actual customer service rep, unless you select the prompts to purchase from them.
When you call any of the phone numbers listed online, you can only work with an automated system that takes you through a series of questions, and based on your prompt selections, you are lead to their website for situations such as, refunds, appoints or any general questions you may have. ( the headquarters phone listed online is a non-workable number). Again, in order to speak with a live agent, you have to select the purchase prompts. DO NOT UTILIZE THIS BUSINESS. You will lose money and good luck recouping a refund…There is no one to assist.
My story: All went well from the initial phone call which was to arrange to have my refrigerator assessed and fixed, and to also renew my home warranty. This was all arranged by a live agent. During the call, the agent also presented a deal for me to have my stovetop range cleaned for $50, which I happily accepted. At the end of that call, I felt assured that I was going to receive the help I was arranging to have.
The Tech came out, he was on time, he assessed the issue, he ordered the part that needed to be replaced, and he even scheduled the next appointment to replace the part, however, the only thing he did not do was clean the stove which I had arranged to have done along with the fridge assessment. He informed my husband, “I don’t clean stoves,” instead he assessed the stove and charged us $50. After learning what transpired, I called the tech and explained to him that I should not be charged for a “stove assessment” because that’t not what I arranged to have done and told him to use that $50 towards the part that needed to be ordered. He stated I would need to call customer service. Unfortunately, my last call to arrange for the service would be the last time a live agent could be reached…Without making a purchase.
I called and called and called and only got the automated system, however, I was able to bypass the automated system when I selected a prompt to purchase, I got through successfully with a live agent. I explained what happened and all the rep does is pass you back through to the automated system.
The part came in the mail and the scheduled date which was arranged by the tech during the initial appointment got canceled. The dispatcher called to tell me the tech was sick and he would come the next day. The next day arrives and I get another call from the dispatcher stating the tech’s truck broke down…I lost my professionalism with the dispatcher and asked for a manager…of course there is no manager so I asked for headquarters (again, phone number listed online is disconnected).
Now having a difficult time canceling my home warranty agreement, cant’ get my refund and had to hire another company to fix my fridge ( they did a phenomenal job).
9 months ago
Ann Jackson Edmonds, WA
The ice machine in my refrigerator wasn't working. Sears sent out four technicians over six visits to fix it. They talked me into the warranty. It worked for about 3 months then stopped working. Then trying to schedule it again was a nightmare of errors. Over a month of transfers to different phone number, different people at each number, appointments made where I had to be home from 8 a.m. - 5 p.m. and the technician did't show, switch to different provider - no show for appointment - they don't service the Seattle area; switch to different provider who did show and fixed it. Yet Sears kept contacting me to schedule the repair. All that and more. I ended up paying ~$1,000 for that ice machine repair. DO NOT USE SEARS HOME WARRANTY. The technicians don't know what they are doing. The business is a circus roundtable of comedians.
10 months ago
Robin F Byhalia, MS
I bought the Sears PROTECT. So I had a technician come out to do a HVAC tune up & clean the unit/coil. He only scraped some dirt off the coils and left it all along the bottom of unit, coil area. That will just go back into the coils & stop it up. Ridiculous. Pour job. He told me that he usually has coil cleaner spray, but he was out. I looked in there after he left & it was dirtier than before he came.
This is the 3rd time I've called them & they don't fix anything, gave me a est on fixing my refrigerator of $900 plus before my warranty when into effect. I just bought a new one. Save your money, don't deal with Sears PROTECT WARRANTY or Sears HOME SERVICES, It's a rip off. I have pics. Im going to try to post them.
10 months ago
gabe napoli Cary, NC
When you call into the 800 number and speak with a representative. The fist thing they ask is for is you phone number. We give them the phone number and they say they can’t find it in their system. Meanwhile your like what the heck. You give them your number again for them to then ask. What is your address. You proceed to give them your address for them to tell you that you’re not in their system. But wait. I have a work order number. You give them the work order number and bamm. There is you name, phone and street address. To get to this point takes entirely too much time. After they pull you up they will transfer you from department to department to department to department to department. Before you know it, you have a migraine and you spent all day waisted on just looking up your information in their system. This home warranty part of the company is garbage.
You know that they take your hard earned money out every month with no issues.
10 months ago
John Haynes Jacksonville, FL
If I could give no star I would:
Our refrigerator stopped working August the 26th 2023. I promptly notified the warranty department. Consequently, a service tech was dispatched and found the issues(s). He ordered the replacement parts which we received thereafter. Sears scheduled a repair date which later was cancelled. Another repair date was scheduled and also cancelled. The refrigerator was finally repaired on October the 9th. In the interval of the notice of August 26th and the repair date of October the 9th I had to purchase a refrigerator.
$282.97 Remaining contract amount was subtracted from my checking account.
During the interim I purchased two coolers and multiple bags of ice of which I'm am not enumerating
10 months ago
Lin Batten Sacramento, CA
I have had a Sears Home warranty plan for 4 years. A couple of weeks ago my refrigerator went out. I scheduled service under the warranty plan. Long story short it was the weeks before refrigerator was repaired. It was impossible for me to talk to a live person with the warranty plan. When I called to cancel my plan I was told that if I called the plan prior to the end of the term (7 months in the future) I would have to pay the difference between what I paid for the service call ($100) and the cost of the parts and labor for the repair. I was told that this was in the terms of the contract. Apparently I didn't read the contract closely enough. This is ridiculous and I'm not stuck paying the monthly charge for the contract for 7 more months since the repair was expensive. I strongly advise people NOT to purchase one of these warrantees. The Independent repair company that did the repairs was great but dealing with Sears to schedule the appt and get updated was abysmal.
11 months ago
Walter Haywood North Las Vegas, NV
Sears Repair Issues
Sears Appliance Repair Issues
A Sears technician came to my gate (of which I left easy instructions for him to gain entry) he took a picture from outside the gate , sent a text from their system to cover his butt and left. We didn’t miss each other, I was home and the technician didn’t follow the directions to gain entry past the gate. He never made it to my home. Their call system is so bad that it’s difficult to talk to a human when their technicians take it upon themselves to leave an appointment without making at least a second attempt to contact a homeowner. I have two numbers listed with them and I did not receive any calls. I ran to the gate within 30 seconds of receiving the text that the technician was at the gate and he was gone. I attempted to call Sears dispatch but luckily i gained access via the warranty line. They connected me with the repair line and I received a callback from the dispatcher at 12:30 pm and she told me I would be placed as Sears repairs next call. I sat outside in my front yard from 1 pm until 7:15 pm and for the second time in 48 hours, another no call, no show from sears repair. The next day I received a call from a computer boot that said I missed my appointment and needed to call them at the 800 number to reschedule. It has been 14 days that we have been contacting Sears to repair our Washer, the parts arrived Monday and have been sitting on the washer. There doesn’t seem to be any leadership or away to inspire accountability in Sears Home Repair Services System. They lack common respect for their customers. Save your money and get someone off the streets to perform repairs on your broken appliances, you’ll be better off. WH
On Oct 13, 2023
11 months ago
Debra Taylor Chesapeake, VA
I have had a contract with Sears for several years. It began with the purchase of a new Kenmore washer/dryer set from Sears Greenbrier Mall Chesapeake. My initial service calls were routine maintenance. My experience with Sears Home Warranty became challenging when I decided to purchase a contract that included other appliances. Late part arrival, no-shows, scheduling problems and appliances being down for extended periods of time were difficult to deal with. I left one good review when my built-in oven was finally repaired. It had been down for almost two months. It was the same case with my washer. The repairmen were professional but the process was never smooth.
11 months ago
Debby Moe Minneapolis, MN
I wish I had read these reviews before I spent over $900 on the appliance and full home warranty. I have had nothing but bad experiences with the company since day one. From them signing me up with the wrong coverage to charging me monthly instead of yearly as I asked and confirmed the amount with the man on the phone, to not booking my appointments for repair on the correct days, which again I confirmed verbally with someone over the phone when making the appointments on my only days off. There are no phone numbers to speak to a human for the appointment problems, only a automated system that you can't talk to to figure out why they didn't schedule correctly. All you can do is reschedule or cancel appointments. The entire program is ran through call centers in another country.
11 months ago
Vic Myrtle Beach, SC
10-5-2023, In the second drawer of the fridge, the lights started flickering and then went out, well almost. There are 2 lights that can be seen underneath that illuminate the drawer. The light on the left is very dimly lit now and the one on the right is out completely. I placed a service call will Sears Warranty service. I got transferred 4 times going through 2 Indian men, one Filipina woman, and one Indian woman whom ended up being the last person. She asked me a couple of questions then before even scheduling an appointment for me, instead started hounding me to buy a warranty service for all of my appliances. This must have gone on for 10 minutes! I told her I was not interested at least 6 times! She was ultra-persistent and really annoying. She finally managed to schedule me an appointment for the next day between the times of 8am to 5pm. I asked if we could shorten the time span and she put in a request for 8am to 12pm. Of course that never happened and neither did the actual appointment! I never got any calls, nothing. So, I called and got the automated line which told me that my times had been changed to 2:15pm to 4:30pm. I was okay with that. 6:00pm rolls around, nothing. I called and got the automated line again and this time it told me my timeframe had been changed to 8:15pm to 10:15pm! This is Friday night. I called the line again at 7:00 pm and was going to cancel the appointment and got another Filipina woman on the line. After all of the BS, explaining, etc she said someone would call me and reschedule the appointment for me in an hour. I never received the call but received a text a little over an hour later telling me that my appointment was scheduled for 10/10 with no timeframe. No one called to ask if that day was okay. I have already wasted 11 hours waiting for the idiots! This is UNACCEPTABLE service!! And to think that woman was trying so hard to sell me a warranty service, HELL NO, NEVER!!! Update 10/10/23, the service tech showed up on the morning of 10/10 and luckily had one spare light on his truck. The service department didn't even tell him what the problem was with our fridge after I thoroughly explained it to them! They had "Error Codes" listed as the issue. Anyway, he replaced the light and all is well for now. The tech was nice and knowledgeable. The Service dept needs serious attention though!
11 months ago Edited October 11, 2023
Old Man South Deerfield, MA
The technicians are fine. No problems. It is trying to talk to somebody in India where the customer service reps are located. The first rep is always a wasted of time. And yes, English as a second language makes it more difficult to communicate. So this is a tough call because I do like the technicians once you can get an appointment set up. Lastly, the price of a Master Protection Agreement is now twice the price.
11 months ago
Matt Hughes Kailua-Kona, HI
How stove was under Sears Warranty for 20 years. The stovetop cracked. We called the Sears Technician. He came and said that he would order a replacement top. He said that he had replaced tops before and our only charge would be the $75 for the diagnostic visit. We called a week later for the status. We were told the part was "no longer available". We were told that our oven would be replaced under the warranty. We called again a week later. We were told that a replacement oven couldn't be found, and that a check would be sent to replace the oven. We called a month later and were told that the check would not be sent because the warranty didn't cover non-mechanical failure. We hate Sears Warranty. We canceled our policy.
11 months ago
Grace Guthrie TX
I wish I would have read the reviews on sears home warranty prior to signing up. This is the first time I have had the need for a repair. I have been without a dryer for a month! The service man came out said he had to order parts. My return visit was scheduled for the next week. I received emails that they were coming on Tuesday between 8 AM and 5 PM. No one showed up! No courtesy call or email! Very difficult to speak with a person! My visit was rescheduled for today. Got an email mid morning that my appointment was rescheduled to Monday. I am an amputee and have much difficulty hauling wet clothes to have them dried. With the amount of money I have put out for this service and the out-of-pocket service call I could have bought a new washer and dryer! I am very disappointed. I wish I would’ve read the reviews prior to electing sears home warranty! They are horrible!
11 months ago
Kenneth Rosenberg
Sears Home Warranty Plan
Wow I almost don’t know where to begin. This has been a TOTAL nightmare and now it just got even more ridiculous. I’m amazed they are still in business. Now for the saga. Our GE washing machine was leaking so we called Sears appliance repair. A repairman came out and checked the machine for us. The filter was clogged, heck I didn’t even know it had a filter. He cleaned the filter and sold us the “protection plan” for a reduced cost of his visit. We bought it who doesn’t want to save money right? Well that was a HUGE mistake. A little over thirty days and it was leaking again. We called and the same person came out. This time the filter was full of plastic shavings. The repairman said it would cost more to fix than a new machine would cost. He submitted his report to the company. We waited weeks and weeks and heard nothing. I called again and was told now that the parts are no longer available and they would replace the machine. We well receive an email within three days with the details. SURPRISE, no email! So I called and after chatting with more than 5 people was told a technician would have to come out and REverify that the machine ,,,,,,,,,, whatever. I told them that makes no sense. Now I have to wait until next week for that to happen and then at some point get a new machine? Don’t count on hold on this gets better. I told them that was silly and i literally have almost no clean clothes at this point. It’s been about a month and a half. So I get transferred around a few more times and get to where I “think” I’m at a higher level. Now it really gets fun. So I go through the entire story again. Then he says well this is a pre existing condition and it’s not covered. My thought was well you don’t play by our rules so no washer for you. I said then cancel my plan I can just go buy a new washer. He transfers me to the cancellation department for a second time today. The lady again tries to talk me out of cancelling. I told her the story and she says well that’s not pre existing then. I agreed with her but I’m tired of it all just cancel my plan. Well I finally got it cancelled but guess what. I owe an additional $165.00 dollars. DO NOT BUY THE PLAN, you will die of old age and still not have what you need.
11 months ago
jerome mcclain New York, NY
My dryer was broken on August 18,2023 my appointment was made and the technician arrived on time and diagnosed the problem, he told me he was ordering 3 parts and to call him once they arrived at my house,.On August 22 2023 two of the parts arrived so I waited for the third part for two weeks before I called and was told the part doesn't exist.I was then told a resolution would be decided in a week and call back.Called back for three weeks and was told the same thing waiting on a resolution no its seven weeks in a nd told to call back on Monday October 2,2023 for a resolution on when they are replacing my dryer unbelievable, this a horrible company with a customer service that knows nothing STAY AWAY FROM THIS WARRANTY COMPANY!
11 months ago
Joan Thoede Azle, TX
Review of Sears Warranty Response on Recumbent Bicycle
On Monday, April 19, we were scheduled for a Sears Repairman to fix our ProForm recumbent bicycle under the Sears Warranty Plan. The bicycle needed parts, so we were scheduled for another date.
On Monday, May 24, a Sear repairman was to repair our recumbent bike, but we still had not received the needed part.
In the interim my husband placed 3 additional calls to the warranty center. He never received the answers he needed and spent a great deal of time on hold and being sent from one department to another.
On Tuesday, June 8, I called the Sears Warranty department. They said they would look into the possibility of getting a new replacement bike for us since the necessary part was no longer available. If I had not called, would they have called me?
Throughout June, I received several calls from various departments saying that they were working on this problem.
On Friday, July 2, I called 4MY-HOME to inquire about the replacement bike. After a very long hold, I first talked to Quill who said we were approved for the new bike. (If I had not called, would they have called me?) She transferred me to the authorization team, and Fatima answered after a hold of 46 minutes. She transferred me to the replacement department where Shamery (?) said that we had a credit for $600 for a new bike. I was on the phone 1 hour and 3 minutes!
Then I was asked to call another number-(800) 927-7836-to order the bike. After 33 minutes on hold I spoke to Fernando. He said the bike would be delivered by the 2nd week of July. Then I was transferred again and after 16 minutes I spoke to Ashley. After another 22 minutes (total wait of 1 hour and 11 minutes), I was told the bike would be delivered on July 16th. I was assured that the old bike would be hauled away when the new one was delivered.
On July 16, 2021, the new bicycle was delivered. When I suggested that the men take the old bike to their truck, they said that the manifest did not call for the removal of the old bike. They did carry the bicycle to our front yard sidewalk. While they were assembling the bicycle, I called the warranty number 4MY-HOME at 12:40 PM and spoke to Steve about removal of the old bicycle at 12:44. He transferred me to the “correct department”, and I was on hold until 1:05 PM when I spoke to Ariel. She said that I would need to talk to the On-Line Care Team, and she would transfer me. Kim answered and said that she would have to transfer me to the Warranty Team. Kerry (a male) answered and said that he would have to transfer me to the “Haul-Away” Team. When Veronica answered, she said that I would get a call from the Haul-Away Team about removing the bicycle in 1 or 2 business days. Since it was Friday, I was told to expect a call on Monday or Tuesday. The call was over at 1:50 PM. I was on the phone for a total of 1 hour and 10 minutes.
It is now Thursday, July 22, and I still have not heard from them. Meanwhile, the bicycle is in the front yard as an embarrassment in a very nice neighborhood. I am tempted to put a huge sign on it that reads “SEARS DID THIS”!
3 years ago
oxforduniversity San Luis Obispo, CA
I have Sears Home Warranty and they have prevailed on everything on repairs, they were extremely professional and the average time to get a repair is about 2 days. Worth every penny and I would recommend them to anybody
3 years ago
Gustavo Corpus Christi, TX
I had my Washer break on Jan, 2, 2020 I called the claim in a couple of days. It is now April and my washer is not fixed yet. The first technician came out about a week after I filed the claim and checked it and said that he would order the parts. A couple of weeks later I received the parts and I had to call back so that they could schedule a technician to come and install the parts. That took another week. When the technician arrived he stated that those were not the parts that my washer needed and stated that he would have to order other parts (Transmission). Those other parts took another 2 or 3 weeks to arrive. Once again I had to call back to schedule a technician. Technician arrived and installed parts but said it still wasn't working and needed to order another part. Once the new part arrived we called again to schedule. When technician arrived this time, he quickly installed the part (Agitator) and said it was ready and left right away. When we tried to use the washer after tech left it did not work. I called customer service and again I had to wait another week to get a technician to come out. This technician said something didn't get replaced or fixed right, He stated that he had the part in his van and that he would install it. He installed it and said that the washer was now fixed. As soon as he left we tried to use the washer again and it is still not working. I called customer service and once again they had to schedule a technician for the following week I an still waiting to get my washer fixed after 3 months, This is very unprofessional. And every time I call they just give me the run around and cant give me a straight answer.
4 years ago
Nancy Schejbal
I realize my warranty has expired, but the oven racks in my built-in double oven keep falling. I mentioned this to a tech who was checking another Sears appliance, and he said Sears have been replacing those racks for awhile. When I called about it, I was told that since the warranty had expired, they would not cover it and that I would have to purchase new ones. I feel that this is unfair because the racks were made too small for this unit so they should be replaced no matter how long the warranty is over. It is Sears' mistake in building the oven. I did end up purchasing only one because, with shipping, it was over $120. I could not afford more.
5 years ago
Jim DeSoto, TX
I was reading Heather's remarks on the water softener and the strangest thing happened to me. The difference is they admitted not having any technicians who knew anything about water softeners and authorized me through a letter to use any company I could find and they would reimburse me for the payment. Well I found a company to fix the the water softener and turned in all paper work as required then they denied the claim calling it a preexisting condition like they would know when the softener stopped working. I am suing and if you read their contract you will find that they cover pre-existing problems if the home had no way of knowing first hand. This is by far the worst company ever and if you are smart don't use this company unless you like lying
5 years ago
Carol in Iowa City Coralville, IA
Terrible, terrible, terrible. NEVER sign their contract -- there are lots of good home warranty programs out there.
Two out of three of my interactions have been awful. It took days for them to find a contractor to fix issues they labeled "emergency." If water is leaking through your floors causing thousands of dollars in damage, they don't care. They just won't have anyone available to look at it for days, and if you call again they have no idea how long it might take.
So, you want to call a contractor yourself to avoid water damage, right? Nope, SearsWarranty won't tell you who their contractors are and won't cover the fix or repair.
5 years ago
Lyniepenne Annapolis, MD
Has this happen to anyone? I just want to share to be careful with the billing on your account. I believe they are setting me up to say they are not renewing as I'm up for renewal. They have my credit card on file and always have; yet my account is all of a sudden showing as past due and I need to pay to keep my account active. Don't you all have my payment information on file? Haven't you always taken care of the automatic payment? The rep said there is nothing to worry about because the payment is due today and it always shows past due on the due date. Wait? What? Even though the payment is due today like you said, how is it past due when the day isn't even over yet? Oh, that's just an automatic notice, she said. I told her it's very misleading and if you check my history, it will reflect that I paid late just to be used against me later. Payment history can be used as a reason not to renew on their end.
5 years ago
John Thorup South Jordan, UT
Warning: In our opinion, a Sears Home Warranty is basically worthless. It took Sears over a week to find a contractor who would honor their Sears Warranty, then when that first repair attempt wasn't successful, Sears charged us a 2nd $100 deductible to come back and fix it correctly (Our two service calls were within 45 days and Sears' written ads state they will guarantee their repairs for 180 days). We received terrible claims help, multiple delays, and very unprofessional customer service from Sears. We added up our costs and found we paid over $1400 in fees/deductibles to Sears, while if we had hired a repairman directly the cost would have only been about $300. Today we canceled our Sears warranty... and are very happy to be done with Sears.
6 years ago
Michael Cunningham Kansas City, MO
Absolutely atrocious. I currently have a Sears Home Warranty My Samsung refrigerator has not been cooling for some 5+ months now. the freezer/fridge general run at 40+ degrees. The whole episode of trying to get something done by someone is unbelievable. BTW: Sears is not really the insurer it's Cross Country Home Services. It took almost two months to get a part which did not fix the problem. I'm been working for 3 weeks just to get two different repair companies to send their tickets to CCHS before CCHS will allow parts to be ordered. There seems to be no escalation
or concern even if your appliance is totally useless.
ADDENDUM: 3 hours after doing review: SEARS/CCHS called and they are going to get us another refrigerator, so I've upped my rating to 2 stars. Service is terribly slow but the insurance is not worthless.
6 years ago
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Thawkes2017 Saraland, AL
I absolutely love that Sears Home Warranty is still in business even after the stores closed. This is the best company ever. They seriously go out of their way to make sure that you are taken care of. I have not had any issues getting a home repair or appliance fixed in a timely manner.
1 year ago Edited October 20, 2022
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Christina Sutu-Wallar Santa Clara, CA
I reached out to get some information on what exactly they covered and do my appliances HAVE to be from Sears for coverage? I like that they offer 24/7 service, a 6mo guarantee on work done, and if they can’t fix something then they will replace it.
2 years ago
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Alexandria Lekberg Chesterfield, VA
I had them for my kitchen items. They have many affordable plans to choose from. They came out and fixed my washer and dryer and we’re courteous. It did take 3 weeks to get an appointment but it was a busy time. I would recommend Sears! They always come back out if the problem came back at no charge.
2 years ago
