Sears Home Warranty
Is This Your Business?3.2
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Yolanda Bailey-Fountain Brookeville, MD
The Sears Home Warranty is a total SCAM. I purchased a whole house warranty and have contacted them 4 times about my dryer. 3 of the 4 times they sent a contractor, SilverTech, to fix it. The 1st time they came out they wrapped aluminum foil around a part and said it was fixed (it was not), then they sent one of their people to fix it and it was good for a while. The 3rd time they sent SilverTech and they changed a part and it was fixed for about a month. Today the same SilverTech contractor came to my home and was very rude. He went to the dryer, turned it on a d then walked out of my home telling me he had to call to see how the company wanted to handle the situation and then drove off. I called the contractor twice and was sent to voicemail. I got ahold of Sears and they told me the contractor said the problem was due to over stuffing the dryer and it was nothing they could do. I am livid. This is a complete lie so they could collect money and shift responsibility. I will be contacting the BBB and Consumer Affairs on both companies.
5 years ago
Tonia Daniel Memphis, TN
MY MESSAGE DIRECTLY TO SEARS HOME WARRANTY!!
IF I COULD RATE IN THE NEGATIVE, I WOULD!!!!
I tried my best not to have to come to your page and speak about an ongoing experience. My mother is 78yrs old and has been with out heat for over a week now. She has spoke with people, I have spoke with people. They have sent people to her house without calling after they said they would come in a certain time frame. They sent someone a second time and the person was unprofessional (he was jumping on her attic stairs to come out of the attic instead of walking down them the proper way, he was in the restroom on the phone, he didnt give her a card or any papers stating he came, he said he would come back 3 days later after he ordered a part (he didnt show) my mother called him and he said he was off on the day he was to come back. Another man came out, he did represent himself well, he said he would send the paperwork in to see if they wanted to replace the unit or the part and someone would call back, no one ever called, so we called back and there has been a runaround every since. My mother has paid the copay and still NOTHING! No one seems to know nothing except someone will call you back and THEY NEVER DO!!! Now the line being used is someone will call you within 24 to 48 hours!! You didnt wait 24 to 48 hours to take her money did you?? An elderly lady should NEVER have to sit in cold for as long as my mother has, using space heaters, when she is doing EVERYTHING you have asked of her! I would really appreciate it if someone would contact her and give her some concrete information. This has gone on long enough....................This will not be the last of me speaking about this! This is my mother I am speaking about and it hearts my heart to know that she is giving money and not getting the service she deserves!!!
5 years ago
Sherrie Olympia, WA
Wow. I’m so disappointed in this company.
Be careful! They have a one year contract and even though it says, “no cancellation fees”, that’s a lie.
I’ve used this warranty since 2010. $40-$50 a month for 8 years. I upgraded last July at the urging of the phone representative. Apparently, that starts your year over! This company created a problem when replacing the wiring harness in my washer incorrectly. It wasn’t covered by the initial repair because it took longer than 30 days to short out the entire system. After receiving some incredibly shoddy ‘repairs’ which cost me 4 - 1/2 days off work, a month without a washer and a new giant hole in my vinyl flooring (which no one bothered to mention), I decided enough was enough. But, I can’t cancel until I’ve met the 1 year commitment on my contract. 8 years is apparently not long enough. Sigh.
My recommendation:
Put $50 a month into a savings account and call reputable, quality appliance repair persons when troubles arise. You’ll save yourself grief, frustration, and trips to the laundromat.
5 years ago
Fenifula Madison, WI
I signed up for this service because the refrigerator I bought from Sears kept breaking down, and they told me the only way I'd get repairs after the one-year manufacturer warranty expired was to buy into their home warranty service. In spite of the high-pressure sales tactics, I decided to give it a try.
But the sales person who sold me the plan totally misrepresented it to me, leaving out many details like the fact that you've got to pay a deductible every time a repair person visits your home. Which is a pretty large detail, if you ask me. I only found out from the repairman this sales person sent to my house. The repairman was a fridge guy, not the electrician I needed, but at least he was kind enough to explain the home warranty program to me -- something for which the salesperson (who I'm pretty sure was just somebody at an overseas call center) had failed at, dismally.
I was really mad that they'd so thoroughly misrepresented the program to me, especially after the hard-sell I'd been given earlier, so I cancelled immediately.
5 years ago
LD Tucson, AZ
Very disappointed with Sears Home Warranty. We’ve been without a Refrigerator since October 18, 2018, waiting on a part. Finally part arrives, the technician comes out on Tuesday, December 19th, 2018 to fix it. Only to find out that now, the compressor is the problem. He tells us that the part may take up to 3 weeks to deliver. So we are looking well into the the New Year 2019...NOT! An appliance should not take over 2 months to fix, this is redicules!
They do not replace the product like they say they would, if unfix able. Going to go ahead and cancel this Sears home warranty plan for it’s useless. Could of had a new refrigerator by now for the money we’ve been paying them monthly. We’ve lost total confidence in the word of Sears, our shopping at Sears ends here! That is why our rating for them is one star.
This does not apply to the technician that has been here to work on it , for we feel Mark has done all that he can do on his end, I give him 5 stars, especially for his professionalism .
The 3rd party service that is given to you to call, if there is a problem truly needs to be improved, very difficult to understand some of these employees that work in these call centers from other countries. To top off you are put on hold for well over 30 mins., sad but true.
Sears needs to learn to honor their word. They also need to hire more technicians in our area, since there seems to be a shortage of them here.
Note: This is how we personally feel about their service. Others may have had better experiences with them.
5 years ago
Eileen J Michalski Oak Lawn, IL
I have had a sears repair agreement on my appliances for over 20 years and have paid hundreds of dollars for the coverage that I have used no more than 5 times. They are the worst. I call to get a repair and take off work because they give you a 4 hour time slot no less than three days later and never show up in the four hours and then when they do show up even though you tell them exactly what part is needed for the repair they show up without the part and tell me they have to order it and make another appointment. Their service is horrible and I will never put out another dime to have them cover any of my appliances or anything else. Dont waste your money - use someone else. No wonder they are going bankrupt.
5 years ago
Barbara Cox Anthony, FL
The Sears Home Warranty/Cross Country/A & E, etc., etc. is more awful than I would ever think. A service repairman suggested I purchase it. Boy, was I stupid - would love to meet this person again! I never ever would think a warranty repair service that I pay 49$ a month would screw me so bad. I have a refrigerator that only cools to 48 degrees. Since September 2018 I have been trying to get it fixed through my home warranty. Paid deposit only to find out today they are charging me for it again. Have proof, so that should be a moot point. We will see. These people are unreal. Indian in origin, they don't care a bit about our plight. They won't see us anywhere. Today was to be THE DAY my fridge was fixed. All three parts are here. (I had to find and buy one pf the parts myself because they couldn't/wouldn't/didn't want to find it) OK - you decide - there are two mechanical parts that are held in place by a bracket. Should it all be covered? Oh - no. I was told after a month of being put off, that the third missing part was in process? on back order? or worse, I found out eventually - only by me calling THEM, not them calling me - that THEY considered the bracket non mechanical and would not cover it. Not to worry I said - you said it couldn't/ isn't existing/not able to be found - so I merely went to ebay and ordered it, paid for it myself, and have it in my possession. Game on - let's fix this fridge. Already missed having Thanksgiving with my family (I'm a 72 year old Grandma) because of a fridge not keeping safe cool temps. Soo - I had a December 13 - hallelujah - date from 8 am to 12 pm to get it finally fixed for a happy Christmas. Guess what? I had everything ready at 7-the parts inside the house, the dogs put away - and waited.. and waited. and waited. Unlike the advertising that said in my email that they would let me know if there was a problem, or they would be late-nothing happened, of course. I was rescheduled until 12/28.I will sue.
5 years ago
MF
I purchased a Sears Appliance Warranty on the recommendation of my repairman. I was promised a contract would come but only by US Postal Service. Never arrived. Called and requested again; never arrived. The handle on my oven door became loose. I called phone number on my receipt because I had never received any information from them. Number worked, but they don't cover appliance handles. Requested the contract again. It never came either. Called today to cancel the contract. It required a 40 minute phone wait. I was told I will be charged 50% to cancel. Of course I didn't know that because I never received the contract! If you are considering getting this warranty - DON'T DO IT!
5 years ago
Denise Meridian, MS
I was scheduled to to have a repair man come work on my fridge on Nov 30th the estimate time frame was from 8am to 5pm. That day I waited until 730pm no one showed no called to let me know that they would be no courtesy call at all. I called customer service several times to ask was the repair man coming they continue to tell me I was next on the list. Still no repair man I called them back to can my service and warranty plan. They gave me the run around with the warranty plan kept transferring me to the home warranty line where you listen to automation and never get to speak with anyone. I have called a least 5 different days to get my warranty cancelled and still have not spoken with anyone. It's like they are trying to prevent you from canceling service. I will never reccomend them beware and stay away. Just terrible service.
5 years ago
daliah investment LLC Issaquah, WA
The first call was hopeful in offering an immediate service call for repair. I paid $50.00 as I could not make a decision on $600.00 for the entire warranty period. The service man never showed up because no appointment had been made or the technician cancelled but I was not notified. I called in for a refund and have spent the last 30 minutes on hold, and / or, trying to decifer heavily muffled voice prompts. I circled back to a customer service rep and explained my frustrating experience. I asked to speak to a supervisor, was put on hold again for about 5 minutes, only to be disconnected. I now have to try another way to get my refund. I find it highly offensive to thing people have unlimited time to spare. DO NOT Purchase this service.
5 years ago
Brooke Stephenson Spring, TX
My Freezer stopped working in April 2018. I called Sears to come make the repairs. The Tech said the compressor was bad which was common of LG compressors on the Kenmore Elite models. I paid $323 out of pocket for the repair. A couple days later I called Sears back as the freezer was not cooling again. There was a leak in the line where the tech did not repair the system correctly when soldering the pipes. In July is stopped again and the tech said it was a different problem so I paid $170 out of pocket as deductible. because time I purchased the whole house plan as this looked like it might start getting expensive for a 3 year old refrigerator. It is now December (7 months later) and my freezer is still does not work. Techs have been to my house no less than 12 times, they have replaced the compressor twice, the control board twice, the fan assembly in the freezer twice, and the temp control board once. Almost every time it is a different tech that shows up and they have no records of previous repairs made. They don't check voltages to parts they just simply order parts that are not stocked on their truck, so they don't have to work. The call center's records of repairs are inaccurate and i frequently have to request another operator because I cant understand them over the phone. It is no wonder Sears is in financial trouble.
5 years ago
Suzanne Newport Beach, CA
I don't even want to give them a 1 star. I am currently on hold with customer service. I've been on hold for more than 20 minutes. The service rep has not once checked in on me. I expecting the call to be dropped soon, as that has happened many times previously . I've been on the phone for 40 minutes. i have been trying to resolve the issue with my refrigerator for over three months. After the repairman took a look at our refrigerator they offered to replace my refrigerator with a refrigerator. However, the appliance they offered did not fit in my kitchen, it was too large for the existing space, literally would not fit. They kept saying they would research and offer another, but never did. After a month of calling in, being given a run around, then finally told they were only offering me that frig, that it didn't matter it didn't fit. But i could take the much lower cash offer. i accepted the cash offer. now, two months later, i am still waiting for the check to arrive. i've followed up and been told every excuse you can imagine. i've demanded a supervisor, been assured by supervisors they would take care of it...NOTHING. This is a total scam. The absolute worst customer service I have ever experienced! Terrible. My called just dropped after 45 minutes of waiting!
5 years ago
Rosa curubo Sanford, FL
I have a Sears home warranty for the past 6 months. I placed a called for my AC thermostat. Paid $100 deductible. The repairman told me that we had just paid to look at his face.... because, in his opinion, nothing was wrong. He checked thermostats and, apparently, everything was OK!
Next Day, neither AC is working, upstairs and downstairs. Called back to make another appointment. No one showed up for the appointment. Spend all day long- YES- ALL DAY LONG on the phone, no one knew what happen.
Next Day, after three different people, finally someone, rescheduled the appointment and told me someone will call me within 24 hours! No one called. I contacted them, again, for the THIRD day! I was told, sorry, they had NO providers to fix my AC. Just needed to wait until one was found! It could take days, weeks or months! I decided to cancel my contract. I was told, that to cancel the contract I had to pay $96. So, on top of paying $100 deductible for someone to damage my AC, not having a vendor to fix the problem, now, I also had to pay what they pay the guy who mess my AC!
I paid, I cancelled and now I go online to tell everyone possible: BEWARE of Sears home warranty, they are a misleading JOKE!!!
5 years ago
DAVID FRUEH Grafton, OH
This is not the Sears I grew up with. Apparently they outsourced their warranty service to some morons in India. My 2 year old , $3000.00 Kenmore refrigerator quit on Thanksgiving. I went through it and determined the compressor was bad, called for service, as parts were claimed to be under warranty. They set up a service call for 1 p.m. to 5 p.m. They never showed, but the idiot service tech called me at 6:05, and hung up when I answered. I called him back, got his voicemail, left a message, and he did not return the call. Within 5 minutes, I called their Service line. They told me I missed the opportunity, and they could reschedule for Dec. 14th. SCREW THAT! I just wasted enough on these foreign scammers. This is not Sears! They had the nerve to try and sell me a service contract on my other appliances...WTF??!!...I told them to go screw themselves, went to Best Buy. The new refrigerator is being delivered tomorrow. I destroyed my Sears credit cards. No wonder these incompetent morons are out of business!
5 years ago
Tawny Mansfield, TX
Our Kenmore fridge went out on Nov 7th and the 8th I called for service, was told if I purchased the home warranty it would be fixed that day for the warranty price plus the service call. The tech came out and guess what, part had to be ordered. Today is the 26th, Thanksgiving was last week and the part has still not arrived. Our scheduled repair date was the 19th, without a part. The compressor. I was emailed to confirm the repair, I called to check on the parts order, no one could give me an update, I called twice on the 16th, the 2nd time on the 16th I was told in the 2nd call that it had shipped out. The first call I was told that I would get a call from a supervisor within 24-48 hours. I am still waiting. Today I called to check again on the part, oh, it had not shipped, no idea what the deal was, no records of my previous calls, a supervisor will call me in 24-48 hours, I told them they informed me that would happen last time. I told them cancel the order and cancel my warranty. Transfer to the warranty department, after 30 min on hold, someone decides to find out what the status is, OH it is on backorder...did anyone tell you that? No, well we want to give you $500.00 claims credit, for what, so you can buy a new fridge. That won't buy me a new fridge. I flat told them, either way I have no fridge, it will be 3 weeks this Wednesday, all anyone can tell me, it must be really hard. Yeah, it is. And they are sorry. OK, so what. I asked, so what happens with this "great warranty" that I am paying for over the summer and my air conditioner goes out, am I to wait 3 weeks to live without air. I live in Texas with triple digit weather. I won't pay for something that gives me nothing. I read these reviews and thought, oh, maybe it is the law of averages, I told them I thought I would give them a chance but I should have NOT done this warranty. They want to sell you this garbage that does nothing. All smoke and mirrors. Maybe 1-20 get their stuff fixed. Well my number didn't come up. RUN far away.
5 years ago
Laney Nyack, NY
If I can give it zero stars I would! My Samsung dishwasher is under the extended warranty & it’s only 3 years old. The dishwasher has been repaired over 10 times. The latest was I had to wait 5 weeks because they kept ordering the wrong part. Sears sent me a check for $50 but the check bounced, another check was issued but I’m not sure if I should cash it, I have fees from the bounced check that to no avail I can’t get back.
Since the repair they were here for it not cleaning well, it’s now leaking water so I have a scheduled appointment soon.
Sears Repair is done by a 3rd party. I have read their contract & if the product has more than 4 repairs they can make the determination to replace it. Good luck this dishwasher has been a nightmare & Sears deserves to go out of business. What have they done to the consumers is unreal. I’m not the only one I know with Sears repair problems.
BTW I was transferred to over six people & still got no where!
5 years ago
Gregory Thompson Englewood, CO
I have had the worse experience this go around with Sears. I signed up for a plan in order to have my washer serviced. When making the choice to sign up they offered a month free, however during that first month no claims can be submitted. Once my first month was up, I scheduled my appt...tech did not show and/or call. Called the service center the next day after I received a survey for the service I did not get, to resched. Resched appt service tech broke down. Received call from someone at Sears indicating the tech was not coming and resched my service w/o talking to me...no name left and no phone number to follow up. Now I am having to resched for the 4th time as the window he chose for me did not reflect the time frame from the previous appts. I am frustrated, ticked be on belief and have lost my confidence in these people.......Please don't get me started on their customer service skills! VERY DISAPPOINTED!
5 years ago
Jim H Clearwater, FL
Paid over $900.00 for a full appliance warranty including a separate warranty for a barbeque grill.
The grills gas regulator failed and had to be replaced. After three weeks they told me they could not get the part so they would replace the grill.
I had to go in person to a Sears store to pick out a new grill and they would give me a $440.00 credit plus free set up and delivery. I had to drive over 20 miles to the store as all the local Sears stores closed.
After three hours of looking on line, and other places we found the only grill Sears had in the entire network.
It was to be shipped, but I received a call telling me that it was damaged. I would not accept a damaged grill.
No I found out that Sears has no grills available in the entire United States to send me. I asked for them to send me a check for the $440.00 and I will buy one from another store. They refused. As it stands not, I do not have a working grill, they cannot honor the warranty because there are no grills available, and they refuse to buy out my warranty.
They are just waiting until they finally close and screw everyone. DONT BUY FROM SEARS THE MAY NOT BE HERE SOON!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
5 years ago
Mary Buena Park, CA
I had prepaid a year's premiums for a Sear's home warranty insurance that I bought in April, 2018. In October, I called Sears because of a water heater problem. Sears contacted Mike Diamond Plumbing in Murrietta Springs. They came and looked at the water heater on October 24. I paid the plumber the $100 that is paid as part of the Sears contract. Their office called on Oct. 25 to let me know that I would need to pay them $780 more for them to replace the water heater. I couldn't do that because I'm a disabled senior citizen on a fixed income and I thought that the insurance was paying it. My brother in law came a week later and all the tank needed was to be drained and I didn't need a replacement. I called Sears to cancel my insurance because I didn't feel that their service was working for me and they said that I couldn't cancel my insurance because they had paid Mike Diamond $500 to replace my water heater. That wasn't done. They said that if I did want to cancel, I'd have to call in March to stop them from automatically renewing it. If I cancelled at that time, they would charge me $25 to cancel. They refuse to cancel now or refund future premium payments. My sister cancelled her service because of what happened to me and they refunded her premium payments. Mike Diamond Plumbing didn't do the service that they billed the insurance and that is fraud. Sears won't cancel my insurance because they paid a fraudulent bill. This is fraud all the way around and I'm out $1000.
5 years ago
shelley barndollar Huffman, TX
I have been waiting for my refrigerator to be replaced since Oct. 29th since the tech came out to my home. The piece that needs to be replaced isn't available any longer. I am so frustrated at this point, I am about to call my lawyer. I have called 7 times to the warranty dept. and have had NO resolution at all..in fact, I've had the run around every time I've called. I just would like a resolution and my refrigerator to be replaced...which is why I purchased this warranty in the first place. Can someone PLEASE give me some kind of resolution and let me know WHEN I can expect service? The holidays are coming and I would love to have a working refrigerator before Thanksgiving, I doubt this will happen with what I've seen so far...I'm now shooting for Christmas!
Thank You
Shelley Bardnollar
832-729-2511
[email protected]
5 years ago
Charlie Duncan Tremonton, UT
If I could give them zero stars I would. Sears Home Warranty SUCKS bad. We have called many times to schedule a home warranty visit then after the 5th try we finally get someone to arrange a visit. We are told to expect the tech. from 8 am to 5 pm on the given day. Tech. never shows up, never calls nothing. Then after contacting the tech., he says he was there but no one was home. I have my wife ask where he left his contact info. to prove that he arrived at our location, he then says he called but no one answered. We have been without our oven for over 5 weeks, by this time you would expect Sears to have an immediate follow up tech. to remedy our problem. 3 weeks later still no solution. SEARS sucks
5 years ago
veronica warren Memphis, TN
This is the worst experience I have every have. I called on a Friday. I was promise a appointment on a Saturday for my water heater. They do not call for the appointment . They give you the number . Is that customer service? Finally I get a plumber out to my home. My claim was denial. Sears did not call to me that. I have been in my home for about 20 never had a problem with my water heater until now. Call to speak with a supervisor . I was told that supervisor will call back in 24 hours. Call the the next day the rep said it is no need to speak with a supervisor because you claim have been denial. No I need to speak with someone. She place me on hold I have been on hold now for 1 hour. I am paying for this warranty and I need to be hear.
5 years ago
Jeff Columbia, MO
PLEASE PLEASE PLEASE I BEG YOU DO NOT GET THIS WARRANTY. I don't even know where to start and this is going to be long but please read to the end. I am so hot right now that I can barely type this in. I was talked into a warranty from sears (that was my fault) after I called them about my 4 YEAR OLD Whirlpool fridge purchased from sears that was not making ice. Really 4 years? anyway A service call was set up I paid 80.00 the guy came out opened the fridge stood there for about 15 minutes didn't take anything apart or even pull it away from the wall. Told me that I needed a new ice maker and that he would order the part and schedule another app. Of course they couldn't get back out for a week. The part came in the mail within 2 days now we just had to wait for the service. The part I like the most is the 8-5 window they gave me. Said I would get a call when they were on the way never did. Thank god I didn't run to the store for a minute. Service tech. came put the part in and left. I checked the ice about six hours later and guess what, that's right NO ICE. But lucky for me I now have no water dispensing from the fridge and its making a low muffled horn sound every half hour or so. Called to complain and all I got was how sorry they were. I only have another week to find out if I can get my icemaker fixed. Sorry this is so long but this is the WORST by far service that I have EVER received. Once again my fault for not doing my homework but I thought maybe Sears would stand behind their product a little more. PLEASE DO NOT buy this warranty.
5 years ago
R. Glenn Missouri City, TX
the words to describe my service would not be appropriate, so I will just start out by saying it SUCKS! I had one guy come out, overall he was nice, but from the time he left my front door the service has been downhill from there. Almost three weeks after that initial visit and the parts haven't even been ordered, I called only to find out that my ticket has been CLOSED and nothing hasn't even been done. So guess what, I am back at square one, in order to reopen the ticket a service rep has to come out to my house again, therefore I have to take more time from my job to be at my home when they come. So I am sitting here at home, I am beyond the window of time for my appointment, and I have called only to be told that they are running behind. No one bothered to share this information with me, no phone are nothing to say, sorry we are running behind but will be at your home at a later time. This service has overall been horrible, like I said in the beginning I have no nice words to describe this service. I feel like they should just replace my washer and pay me for my lost time from work.
5 years ago
Patti Muskegon, MI
I wish I could give Sears Home Warranty 5 negative stars!! First of all let me say that we live in West Michigan. I purchased my full home warranty ($69.99/month) on May 26, 2018. In August we needed a plumber for a drain problem in the basement. It took over 2 weeks to get a plumber and he had to drive 2 hours to get here! Drain repaired - no problems. So, the beginning of October I called for a "free" Preventive Maintenance on my 30+ year old furnace. They set me up with a company about 45 minutes away. I called the company and was told that they had told Sears repeatedly that they were too busy to handle their calls. After almost 2 weeks I was called from this company in Florida, Cross Country Home Services. I told them that I was covered by Sears Home Warranty & was then informed that CCHS was Sears!! That would have been nice to know! I was told that since they could find NOBODY in my area to do the maintenance check that I could call a local company. There were instructions for the tech to follow that were emailed to me. The tech comes in to do the maintenance check on Wednesday morning and finds that my heat exchange is cracked. Now, my policy states that if they can't repair it they must replace it (with the $100 deductible paid). He followed their steps & called them. He told them what the problem was & sent in the necessary paperwork. Yesterday afternoon I called "Sears" to follow up. At first there was a recording that said my "part has been ordered". Then I spoke with customer service and was told that they needed to know if the problem was from "regular use or misuse/abuse"!! Really??? This morning I called the tech that came to the house & told him what I found out. He called them & spent over an hour on the phone (no one ever documented his call from my house!). Bottom line: the service is denied for "pre-existing condition". At last year's check the furnace was fine!
Now I'm am force to replace my furnace myself. I'm out over $800 for the warranty (if I cancel I have to repay them for the plumber who drove 2 hours to repair my drain). I'll probably never see my reimbursement for the Preventive Maintenance check! The really sad part is that the local company I called had planned work with them on other calls...but not now! BTW: It's November in Michigan and it's COLD!!
5 years ago
Tara Price Owasso, OK
Worst waste of money ever. I wish I could give it less than one star. We bought whole house warranty. They charged full price for the first service and the dishwasher still didn't work. They came out a second time - still didn't work. They have been out to fix leaks in our Kenmore Elite Washer twice also - still have the same leaks.
They never responded to our service tickets after that. They were "unavailable" when we had issues with the water heater - we had to pay for service and replacement ourselves. They were "unavailable" when we had problems with the dishwasher (for the 3rd time) . We have since cancelled our warranty and used the monthly fee to replace the dishwasher. We have one sears brand appliance left - can't wait to get rid of that too. It is not surprising that this company is going out of business. They are all marketing and no service.
5 years ago
olivier JOUFFRON Houston, TX
worse experience with technical services in my life. Where to start, first by saying that despite the fact that 4 different technicians came to my house to fix my dishwasher, it is still not fixed. The 1st technician didn't find anything wrong... like I would willingly pay a non refundable $100 fee for them to come with a perfectly working dishwasher... This 1st guy told us that it was may be because it was needing a deep clean and recommended a product that we bought through him. A few days later the product arrive and it was a washing machine one, not a dishwasher one... we then looked on internet to see if it was the same (it is not) and found out that they sold us the product 2.5 to 3 times more than it cost in retail stores !!! Bough the correct one and clean the dishwasher - still not working.
The second technician came a few weeks later and because we insisted for him to keep testing our machine, he managed to see what was wrong, but was incapable to know why it was doing this, so he spent the rest of his time on the phone with another tech telling him what to do. They finally told us that our pump was bad (seems logical as the problem was that the dishwasher was doing nothing once it was filled with water...). He ordered the part and booked an appointment for the following week for somebody to come and fix our dishwasher.
A couple of days before the appointment, we received an email from Sears telling us that they cancelled our appointment and that we had to call them to reschedule !!! the reason they gave us was that the technician that came last was not available on the day we agreed on so they had to reschedule for another day. That put the new appointment on a week day, meaning that we had to reshuffle our schedule and deal with time off work for that...
The time for the appointment finally came and a 3rd technician arrive (yes, they rescheduled because the 2nd tech was not available on the initial agreed date but yet they sent a new technician...). This guy stayed in our house for 4 hours, most of it on the phone with somebody telling him what to do and then told my wife that he couldn't fix it and that a new tech was needing to come 2 weeks later !!!
I then called Sears to complain and see what was going on. I managed to have an appointment for the next day and not 2 weeks out (washing dishes by hand everyday starts to get old...), and when I asked what was going on and what would happen if the next technician would not get my dishwasher fixed the only answer I had was "don't worry, our technicians are very good and they will for sure fix it tomorrow, no need to worry about that".
So yesterday, technician number 4 came, no history of what was done before or what the problem was, and after a few minutes told my wife that he couldn't fixed it because he was needing to take the dishwasher out and he couldn't because "it was wedged in too tight and he couldn't move it" (it's a build in dishwasher). At that point, I told my wife to give up and tell him to leave and cancel all service on our dishwasher. When I arrived at home that night, it took me less than 5 minutes to get the dishwasher out of his space. I guess the technician , who is per Sears assessment "very good and will for sure fix my issue" did not realize that the dishwasher was anchored to the counter-top by 2 screws... like probably 99% of build-in dishwashers are so they don't move...
So overall, we had completely under-qualified technicians who did not manage to fix our problem, we paid a non refundable $99 diagnostic fee with no good diagnostic given to us, and rather arrogant customer service that will never accept the fact that they are sending under-qualified technicians and that my only option was to trust them because for sure they would fix it the next time and that there was no point in discussing what would happened if they didn't. Absolutely useless. I consider the $99 fee as theft.
We will kiss goodbye the money we gave Sears and we will buy another dishwasher and never ever use Sears again
5 years ago
Alma Whittier, CA
My dishwasher stopped working in July 2018. It is now the end of October and my machine is still not working!! I have had 2 different repair companies come out and they determined that the machine needs to be replaced in August. For 2 months I have been calling Sears Home Warranty to get my machine replaced, which is one of the selling points when you commit to this service. However, every week no one knows what's going on when I call them. Each week they tell me "it should't take this long", "someone will call you back within 48 hours", " I put the order escalated to the Supervisors Dept and it will be taken care of", "It's being sent to the Research Dept and they will contact you with a similar model or cash offer".....lies! Nothing ever gets done. Every week I spend over an hour on navigating the automatic phone system and get transferred to a service representative who has no power to help me. Don't waste your time and money with Sears Home Warranty. They are a fraud and stealing from customers who put trust in the Sear's brand.
5 years ago
angela Clute Clearwater, FL
Rating One Star is too many. Poor customer service. I have been waiting over 5 months to receive my claim check. Each time I call, I have to wait on hold for 30-50 minute duration - I have never been able to speak to a manager. Each time I call, I receive a different response as to why I have not received my reimbursement check and then assured the "check is in the mail." The phone system will disconnect you. Has happened on several calls. Their software/computer has gliches. They will not call you back. Takes about 3-7 days for a service call. 1-2 weeks for them to come back with the part to install. It has taken several service people on separate occasions to come out and fix the problem for one refrigerator. Try another Home Warranty company. They have to be better than this one.
5 years ago
Pat in Denver Denver, CO
When I first contacted Sears Home Warranty to inquire about whether my special conditions could be accommodated by the plan I was told by a supervisor that the could accommodate my situation. After paying for the plan and calling to add on additional appliances i was told by another rep that they could not accommodate. It seemed like a bait and switch and I decided to cancel the plan. The technicians was great - not so much the management.
5 years ago
Dana Ashburn, VA
I purchased all of my appliances (Kenmore Elite) from Sears - stove, convection microwave, dishwasher, refrigerator... All purchased 5 years ago. My ice maker was having issues I could "live with" (stopped making ice and would occasionally leak), but I called Sears out once my dishwasher stopped working in May. Once the repair man fixed my dishwasher I asked him about my freezer/ice maker, and he encouraged me to sign up for the Sears Home Warranty plan. It was sold as $75 per additional repair (not visit, but repair), and if Sears couldn't fix the problem, they'd replace the appliance. Too good to be true, right?! Well it was. It is now almost November, and after 4-5 visits from a 3rd party vendor AND Sears most recently, I was told I have a "lemon," but since the door needs to be replaced, they don't cover that! And they will not replace the appliance (door is $800 and replacement around $1400), so here I am, having paid for their warranty program, been sold/told a lie, almost 7 months later, and still a broken freezer. Atrocious, unacceptable service. The people who answered the phone were decently nice, but the supervisors could not have been less understanding, less empathetic, and came to me with ZERO solutions other than "tough break, sorry." Sears should be ashamed of themselves. I am tempted to go to Best Buy and buy all new Samsung appliances just to get anything that reminds me of Sears out of my life... too bad I can't afford it, partially because I got conned into buying a false warranty plan.
5 years ago
john howes Strafford, NH
I have a home warranty from Sears.
We purchased a GE washer from Sears in March of 2011.
On September 11th we had a Sears technician inspect the washer, and his findings were that the “transmission” was unrepairable and that Sears would be contacting us with a voucher for a replacement.
On September 15th I called Sears Home Warranty using the number the technician supplied, because I had not heard back from Sears; neither email or phone call. I was on hold for at least 15 minutes. When I spoke with someone I was told that there was no record of a service call and that it could be a delay in the technician’s findings updating the database. I was advised to call back.
I called back on September 17th and again was put on hold for a long time. I was told that I needed to speak with someone in another department and was transferred. After another long hold I was told that the service call was recorded but they did not have any information on a rebate, and that I would have to speak with someone in another department.
I finally spoke to someone in the right department and was advised that I did have a voucher and that I would need to confirm with my local Sears store. I asked that the voucher information be sent to me via email.
On September 18th I received the email regarding the voucher (only after I initiated the call and request). I then called my local Sears store and verified that the voucher was on file.
The majority of the representatives that I spoke to do not speak English well and their headsets are such that it is hard to hear them.
5 years ago
ROBERTA BOYER Pocono Lake, PA
What a nightmare. 2 year old Kenmore Pro french door bottom freezer with ice and water in door quit working while we were on vacation. We lost hundreds and hundreds of dollars worth of food. Returned from vacation on September 9th and the refrigerator is still not fixed. Today is October 17th. Called and put in a claim on Sept 10th. It took 1 1/2 weeks for a tech to come and diagnose the problem. 2 weeks to get the parts which they scheduled a repair appointment before all the parts were in. I took a vacation day to be there and they cancelled the same day at 10 am. They called at 4 pm on Oct 3rd and told me my repair would happen on Oct 4th. I told then I couldn't take a day off with that short notice. They sent the tech out on Oct 4th anyway and of course no one was home. Today Oct 17 I got a call that they needed to come and get the parts. I just about flipped since I already have a repair appointment on Oct 19th. Working on 5 weeks without a refrigerator. This is unacceptable. Stay away avoid Sears Home Warranty at all costs. You are better off calling a local repair man.
5 years ago
Mary Bennett Tampa, FL
Absolutely HORRIBLE!! I have had the Sears Master Protection Plan since 1999 on my central air unit. I change my filter once month. I have 1 dog that is short haired and does not shed very much. I have had the service calls to clean my unit on a regular basis. When the technicisn cleans my unit, he also cleans the coils . He says that there is pet hair on the coils. Now the coils need to be replaced and they won't honor the warranty. They say the unit has been "abused" because of the pet hair. But, even if it was covered, the unit is so old they can't get the coils. So basically, it is such an old unit (19 years), they can't get the part. So, instead of honoring the warranty and replacing it with a new unit, they blame the homeowner for "abuse" and deny the claim. So, if you are a pet owner and change your filters once a month, don't get this plan. They won't honor it! They will blame you. Needless to say, after 19 years of keeping my warranty up, i am canceling it. My mother also has their warranty on her central air unit. She has had hers since 1981. She is canceling hers also. They can't be trusted.
5 years ago
JAYNI Boca Raton, FL
BUYER BEWARE!!! If I could give Sears Home Warranty 0 stars, I would. I have to say when I signed up with Sears Home Warranty, the service was slightly better than now, however this past year, there is multiple reasons I cancelled my Whole Home Warranty and chose another provider. There is absolutely no follow-up. What they say they cover, isn't so. You get transfered to three sometimes four individuals before you are finally transferred to their approved subcontractors. These subcontractors rely on approval by Sears Home Warranty to authorize the repairs. I was told by Sears that the repairs to my HVAC were totally covered and not to worry, they would have it repaired quickly. Three months later, and three subcontractors later, I was told that it was not covered under warranty after they had already approved it, three months prior, multiple times. It is a scam, it is a rip off. I just called to cancel the account, and they stated that there is a $120.00 cancellation fee to cancel my account. I have disputed there charge and am filing a complaint with the Better Business Bureau and the Florida Department of Consumer Services. There are many others to choose from. It's a shame that an American brand such as Sears has stooped to this level!!
5 years ago
Kelvin J Lopez Laplace, LA
I'm very upset with Sears Home warranty. I made the first appointment to have the "maintenance" to my heater but is just a revision, the technical cancel my appointment because I didn't pick up the call at certain moment, even if I call him back and let him a message because my wife was at home and she doesn't speak English. The appointment they give to the the costumers is from 8 AM to 5 PM. Can you believe this? You has to lose the whole day at work just for a basic revision. That was last Saturday. I call them yesterday to setup a appointment and they give me th appointment for today from 8 to 5. Nobody shows up and somebody cancel the appointment and it wasn't me. Now I want to cancel so horrible service and I have more that one hour waiting to somebody pick the call up. I'm so sorry to trust in Sears Home warranty. Was a terrible mistake.
5 years ago
kamala rentala Secaucus, NJ
I wish i can give 0 starts better yet negative stars.
Sears Home warranty Customer care SUCKS!!!
I got my clothes washer replacement approved by Sears warranty more than a month back and it got delivered about a month back. the delivery company informed that they will not be installing and will not be disposing the old washer. i called sears right away and they said they can only help me AFTER the installation. and since then how many ever times i called, no one has been able to help me. every body is giving me a number and says that its not their department.
its been a month since i have 2 non working washers at my home. and i have spent ateast 30+ hours on phone to get this thing resolved but no luck
SEARS SUCK!!!
Sears Customer care people dont care and they just escape by saying its not their department
5 years ago
DEBORAH FALCO Neptune City, NJ
Wish they had MINUS STARS, they'd get all I can give! SEARS IS HORRIBLE!! I purchased every appliance and all my furniture from Sears when I built my home in 1998 along with many other items since then. I also purchased the warranty and continued to have it on everything since then. My TV finally broke after 18 years of use and they have kept me on hold for over 3 weeks with deciding if they will repair or replace it. I've called a dozen times and each time I'm told I have to wait 3 - 5 business days. When i explained their Service Tech was out over 2 weeks ago they apologize and tell me 3 - 5 days. Last week I asked to speak to a manager and was told it's goine thru the channels and now I have to wait 10 days for Sears to decide how much I'm entitled to based on a comparable model! WTH is going on. You know the model I purchased was top of the line 18 years ago and at this point there isn't a comparable model, that's obsolete now! Si I wait another week and I'm still waiting to hear how much they will allow me to purchase a new TV! Never again Sears, you lost a good customer. I wish I could replace all my appliances with others so I don't have to deal with you. And by the way I was without a dryer for over 13 weeks because Sears refused to replace it, insisted on replacing parts which took weeks to get in. After replacing the parts they assumed it was, it wasn't so that's what took 13 weeks to figure out. In the meantime, I had to cart wet laundry to the laundry mat and pay for all the dryers. I hope you get what you have coming Sears!
5 years ago
Michael N Fine Overland Park, KS
I almost never write product reviews but feel like I have to warn people about Sears Home Warranty. This is the WORST customer service experience I have ever had in 52 years. We purchased the warranty last year. Our air conditioner went out this Summer. It literally took 2 months and over 30 calls to sears to finally get it fixed. It was obvious very early in the process that they were not in any hurry to help us, even when we explained that the temperature was 90 degrees in our house. When we asked, multiple times, to speak to a supervisor, we were told every time that one is not available to help us and that one would call us back within 24 hours. Needles to say, we never received a call back. When we finally had a heating and air conditioning company come out, the repair they made did not work. A new part had to be ordered, and this happened several times. Each time a part was ordered, it took 1-2 weeks to get the part in and to have the company come back out. Each time we spoke to someone at sears, we got the same speech about how the part is ordered and the request is "in process." We found out that on at least one occasion the part had not even been ordered. TWO MONTHS later, we finally got our air conditioner fixed. They tell you what you want to hear and hope you just give up on getting the repair. If you are considering going with a Sears home warranty, I would strongly suggest that you reconsider.
5 years ago
Eric Conova League City, TX
Should have done our homework before signing up for it. One job, washing machine, thirty days later, not repaired or replaced as per contract. Two techs, one after another, $75 paid. Two weeks later, apparently, could not get parts. I called the company and advised. They had no record and advised to send another tech. OK, called another tech and set up the appointment. He never showed or called. I called him twice and he didn't return my calls. Called Sears Warranty and cancelled their lousy contract. Took a slight loss, but well worth it due to their incompetence and poor service. DO NOT sign up for this warranty, beware!!
5 years ago
R S Sanchez San Antonio, TX
DO NOT TRUST THIS HOME WARRANTY COMPANY!! Home air conditioning system repair was refused because freon had been added to the unit during the summer prev maintenance check. Claimed that the problem was a preexisting condition even though the unit was working fine when the warranty was purchased which was six months before the problem manifested itself. The technician told us he had to order the parts for the needed repair and would call within 24 hours to schedule the return visit. Immediately after departing he submitted his report stating that the warranty should not cover the repairs because freon had been added during preventive maintenance. When we cancelled the insurance we inquired about getting a refund for the visit charge and were told that this was not possible because the fee was paid to a subcontractor when in fact the receipient was Sears.
5 years ago
Tony Majors Smyrna, TN
This is the worst warranty company I have ever seen. Please do not waste your time. I have made two claims and neither was resolved in less than six weeks. They give you the run around and keep up with records from their own service providers. For each claim I had to resort to keeping running documentation of every call made and the comments made by each customer service rep. I decided to cancel my membership with a commitment that they would honor my existing service claim and six weeks later I am still without a cooktop. Looking for others who may have a class action lawsuit against this company that I can be a part of. Still waiting in Tennessee.
5 years ago
Michael Kurylo Montgomery Village, MD
We placed our first claim with Sears Home Warranty (SHW) Service after 1.5 years of coverage. Our dishwasher stopped working and we were able to schedule a service call within one week. On August 22, 2018 the technician arrived and mis-diagnosed the failure (the part that he ordered for same day delivery didn't solve the problem) and he had to consult with someone over the phone to diagnose things correctly. Given the cortect diagnosis that an entirely new control panel was required and that the component was no longer available, SHW authorized a replacement diswasher. We were told that someone would call us within 24 hours to set up an appointment for the delivery and installation of the new unit. As might be expected we waited several days without receiving a call. It then took multiple calls to their so-called customer service line before we could speak with a real person, who could find no record of the authorized replacement. After another day of calling we were routed to someone who found our record and gave us the model number of the GE diswasher that was authorized to replace our Bosch unit. Upon checking the specifications, we agreed to the replacement that same day and again were told that someone would call us to arrange delivery and installation. After a two days passed without hearing from anyone we initiated another series of phone calls, which resulted in our being told that the GE unit was to be delivered to their warehouse on September 4 and that someone would call us to arrange delivery and installation. Of course, no call was received and later that week we were able to speak to someone who explained that the Labor Day Holiday probably delayed delivery and that we should wait a couple of days. Once again, nothing happened and we called several times before reaching yet a different person who told us that she could find an order number but no information about expected delivery. We continued to call every couple of days and finally reached someone who claimed that the GE diswasher was to be delivered to them on September 18. Today we called again and spoke to yet a different person who found our record (she said that it was updated yesterday), which showed that the GE diswashjer was on backorder and that they had no information about when it would be available. She could not explain the delivery information that we had been previously been given. She gave us what she said was a GE tracking number and a PO Box, but could not explain what we could do with either of them. The tracking number that she gave us was useless on the GE web site. We asked why a different equivalent replacement diswasher could not be obtained instead of the unavailable GE unit. Her response was that the GE was ordered and we'd just have to wait (one week, one month, one year... who knows). We told her that this was unacceptable and that if SHW could not resolve this matter within the next few days that we would file a complaint with the Better Business Bureau. She then politely asked if there was anything else that she could help us with today and we ended the call.
5 years ago
Morgana Del Vecchio Falls Church, VA
I have had a Sears home warranty for 10 months. I called to set up an appt to repair my washing machine on Aug 11th to date I have yet to see a tech. I had 2 appointments set up where I waited over 4 hours for both and no one ever showed up or called. I was then told another provider would be contacting me #1 Appliance Doctor LLC, after multiple calls to them with a promise each time that someone would call me by the end of the day - nothing. I am still waiting for a tech!!! I am beyond frustrated and angry over this! I have already cancelled my policy and will now start getting other authorities involved.
5 years ago
Vanessa Salida, CA
Don’t waste your money on this company !
We opened a claim for our refrigerator mid June it’s now mid September the The fist Technitian said it was the fan and another part when he came back to put the fan, the fan was too small for the size of the refrigerator but some how he thought it was a good idea to replace it. It started working again for about 3 days then it gave out again so the next tech diagnosed it as a recall the compressor had gone out due to the small fan well more tech came out more parts were replace and still my refrigerator is not working. I’m now waiting for more parts. This is the worst experience of my life ! Save your self the stress and stay far away from this company.
5 years ago
Antoinette H Baltimore, MD
DO NOT GET THIS WARRANTY!!!!!!! My refrigerator stopped working on Aug 1, 18. I placed a claim on Aug 2 Sears Home service came out on Aug 8, 18. They put in a request for parts to be order to repair my refrigerator sears warranty decide they was not sure if the wanted to put out the money to repair or replace it.. it took 3 weeks to deny the request and said it is cover under warranty and closed out my case. After speaking to over 3 supervisor that submitted emails to the approval department stating my refrigerator is not covered under warranty to approve the request to order replacement parts. The approval department decide to ignore these request and did not reopen my claim. The supervisor in the case manger department said I had to open a new claim and start the process all over again. As of this date 9/12/18 over a month later my refrigerator as yet to be fix. BUT THIS COMPANY HAS NO PROBLEM TAKING THEIR MONTH PAYMENT OUT OF MY ACCOUNT ON TIME EACH MONTH. TRULY DISAPPOINTED!!! I EXPECTED BETTER FROM SEARS.
5 years ago
Charles King Dallas, TX
I place a call for my air condition motor and fan which wasn't turning and making a horrible noise. On the day the tech was suppose to come out he called and said it was raining and he didn't work in the rain,I said ok but the rain had stopped and the sun was shinning and he said I would have to pay the $100 deductible if he came and I told him I had to pay regardless and that I had taken a day off waiting and he needed to come and once again he said I had to pay the $100.He came and heard the horrible noise and said it sounded ok which was a lie. After he left I called back in and set another appointment and was given another AC company who proceeded to tell me if the report didn't match what was given to them I had to pay another $100 deductible, There info said the compressor was out and I told her I reported the fan wasn't running on the outside unit and motor was making a loud noise so now I'm trying to get back in touch with sears to get the report right, and by the way it was a sears tech who came out the first time so it seems as though all of them are not credible.
5 years ago
Mary Blank Garner, NC
"Sears Home Warranty Company doesn’t charge cancellation fees if you decide to switch to another home warranty company.. " THIS ISN'T TRUE.
First of all, I purchased the warranty after making a service appt. so that 1st appt isn't covered, even though the guy on the phone that made the appt was the one that sold it to me.
Second, when the guy came to fix the ice maker on the refrigerator, he said no charge, since it was covered under a recall. He didn't fix it. I called back a month later and was told I had to pay for another service call, even though he never fixed it the first time, and was told it was never on a recall. Also, when I went to cancel the coverage, I had to pay t he full price of the first call just to get out of the contract.
5 years ago
Penny Freberg Maple Grove, MN
Having to deal with this company was an awful experience...6 hours on the phone and I kept getting transferred with more wait time... it was a complete run around when trying to get my washer fixed... finally they agreed to send another technician who again said it was not repairable. Called the company the next day and they said parts being ordered per technician. The only way i got anywhere was to threaten to call the Better Business Bureau. It was an awful, excruciatingly painful experience. It turns out that Sears does not even manage this warrantly... some other company manages it. Because of this experience I made sure i DID NOT buy my next appliance from Sears after 30 years of Sears appliances.
5 years ago
bryan mantezoni Magnolia, TX
If I could give them 0 stars I will. They have professional sellers when you are about to buy the warranty and they tell you this " If we can't fix it we will replace it". They got me with 3 months og $69.99 and when my water heater went bad they told me it was due to me not maintaining the unit which it is ridiculous and they referred to some chapter in the contract, I called to complain and they did not care, they have people outside USA which barely speak English and the treatment was like a second class citizen, I am very dissatisfied with this SCAM and will NOT recommend anyone to use this service, no wonder why Sears is closing stores around the country left and right.
5 years ago
