Sears Home Warranty

I have a 3 year old Kenmore Elite Refrigerator. The compressor went bad. The part is covered under warranty, the labor is not. I was quoted $436.37 just for labor to install the compressor and 2 WEEKS! to get the part. The technician told me if they had to order the part overseas it would take even more time to get the part. I was told I had to decide right that moment because the part had to be ordered onsite. If I waited to discuss it with my wife and then decided later to move forward I would be charged another service fee because the technician would need to come out again to order the part. I called the Sears Home services number to ask if that was a normal fee and wait time and was transferred to 2 different people and on my way to the 3rd different person before I was tired of waiting and hung up. In my opinion, absolutely absurd.

My daughter has been paying for this "game"... for a long time, she has been having problems with her washing machine as it just runs water in the floor just like a "cascade", then she calls the company and they send this "serviceman" that says that if he does not see the water running he can't do anything... her flooring is being damaged because of this so there is nothing "Sears" can do without "seeing" the moment. I guess that guy should move to her house and wash the clothes until the moment happens... She've been visited by SHW 6 times since december 2019, There was one guy that said the rubber in the door should be replaced but as she called the wrong telephone number he can't do anything because she would have to pay for it... He was the one that really helped telling us there was another telephone number to call so it can be fixed, there is where this other guy wants to move in here to watch the moment the washer runs water... She will just stop this service that hasn't help her in any way

My refrigerator is covered by a sears home warranty appliance plan. I filed a claim to have a service technician fix a problem with the refrigerator and freezer - leaking, thawing, freezer door froze shut. Six months and 9 different technician visits later, I just spent another two hours on the phone being transferred from one number to another only to get an answer that they can send another technician out in three weeks. Meanwhile my freezer continues to periodically thaw and leak water all over my wood floor. It will then work for a week or two and this cycle continues. Each time I lose any food in the freezer. In addition to this, the extremely rude customer service supervisor that I finally talked to said that it is all their discretion if they can fix or replace the appliance. There is no guarantee of either. And there is no one to escalate this to and the only thing they can do is send another technician. When I inquired more, he said that they will keep sending technicians and have closed it out in their system saying it has been repaired. Which, it has not. I am extremely frustrated and feel that this business is not reputable. I would strongly encourage people to stay away from sears home warranty. Their claim of what good service and coverage means are misleading and not accurate based on my situation.

Called a week ago to report. My dishwasher was leaking again. Tech came out found the problem a vent seal was p leaking inside the door, this door was replace in 2017. Tech said he didn’t have the part, of course this is a given with sears home warranty, he did order the part which would not get here for another week. Tech came yesterday replaced the part in the door said dishwasher was ready to go paid the deductible. Later last night I load it up push the start button the locked light comes on and nothing else . It won’t start. Call them back it’s almost 10pm now and of course no one can help me had to call back this morning . Took three calls ,First I was told they couldn’t help because they didn’t Have the report from yesterday yet another person had just told me they did have it. I explained the problem again she put me on hold then told me someone would come out tomorrow between 8-12 . This has happened before it took almost a month to get it fixed the last time ..this is not an old dishwasher purchased in 2013! It never fails always have to wait another week to get a part. Same with the washer also purchased in 2013 sears used to have the best appliances not anymore. Im really thinking of changing warranty services after this dishwasher is fixed. I would not recommend sears to anyone.

Sears Protection plan is not worth the time and anger you will spend trying to get them to honor what their plan promised. We have been dealing with trying to get our stove fixed since the 1st week in November. The 2nd tech said the first tech ordered the wrong parts and that the parts needed were no longer available so we will have to get a new range which our Sear protection plan covers. (We have a36 inch stove but the amount they are allowing us will only cover a 30 inch stove that is on sale). He said we would get the range in December. But we didn't. Then they told us it would come January 16th. (No Thanksgiving, Christmas or New Year's dinner). We got an automated call on January 15th saying what time the tech will come on January 16th. We waited all day on January 16th and the technician never showed up. We called their customer service and were told something different by everyone we were transferred to and the call ended up being over 2 hours long. They ended with saying we will get the stove February 11th. We sent an email to Sears through the BBB and a member of their so called escalation team called us on January 17th. She said we could look at their Sears online store for a stove or find one in another store. She said that whenever we found one, she would need to be the one to order it. (The whole purpose was so we could get a stove in January and not February). She said she would send me an email so I could email her back the information when I found one. I did NOT receive an email and we left voice mail after voicemail for her for 2 weeks.( I guess that was to buy them time until February 11th). I sent another email through the BBB on January 29th and received an email from the escalation member apologizing for not having sent the email to me but no mention of the numerous voice messages we had left. She asked if we found a stove at Sears online. I told her no but we found one at Home Depot and it could be delivered within a 2 day period. I gave her all of the info for the stove, the store name, store#, phone#, address of the store that has the stove we want. On today, January 31st I received an email from her saying that she found the same stove in their Sears online store and they can get it to us in March!! She claims she called Home Depot as well and they said the same thing. Then she went on to say that she could not order from another store. It would have to be from their Sears online store. Why did she call Home Depot to check if she could not order form them?? I sent her back an email to show that my Home Depot has the stove NOW and since time has elapsed for ordering, it would be February 5th when they could deliver - NOT March as she claims she was told. No response to that email yet. We are so beyond frustrated and angry that we are about to give up and just go purchase the stove ourselves! Most customer service people are trained to see how they can make a situation right for the customer. Sears training seems to be to throw as many road blocks as possible not to help. Well tomorrow will start month number 4 of this saga and who knows how it will end??? I wonder if their regular stores closing have anything to do with the horrible customer service they give now. We have always had Sears products and until this last year we have never had a problem with Sears honoring their word.

I have a whole house warranty with Sears Home Warranty. My multiple experiences with them have been mostly negative. It starts with just making a claim. That process is difficult to say the least. I've tried it online and on the phone both with equally dissapointing results. The window of time they give you for the service call is 8:00 am - 6:00 pm. If you are lucky the technician will call you and let you know when they will be there but that only happens about half the time. You need to plan on taking a whole day off to wait for them. You will always have to wait a week to get an appointment and in almost every case a part needs to be ordered so you wait another week to get your problem fixed. My AC was out this past summer and it took a month to get it fixed. The first appointment was just a no show. They never called or informed me they wouldn't be coming. The second appointment was canceled by the technician but at least got a call. In both cases I had to wait a full week to get he next appointment. The third appointment got canceled by customer service after I called the main line and asked what time would they be showing up. A few minutes later I get an email saying that I canceled the appointment. The fourth time was a charm and my AC was fixed but it took an entire month and 4 days missed from work. When I bought the warranty it was "fix or replace". Now my furnace has a $1000 cap on repairs then it's out of pocket for me for any further repairs. The only postitve part has been that I have gotten some exceptional technicians most of the time. They have been great and were very determined to fix my problem. The warranty is very expensive and I plan on canceling this month. The value just isn't there.

I have had a Sears Master Protection Agreement for over 10 years. It covers all of my home appliances as well as my HVAC heat pumps (2). Repair of the home appliances has been pretty good and I have no complaints about that. The HVAC protection is the problem. I have two heat pumps that have been non-functional for over 4 months. There have been numerous visits by a sears technician as well as 2 by a local company that Sears authorized to do work on the heat pumps. There is only one Sears technician that services NE Florida and SE Georgia. He has come and gone several times (when I can actual schedule an appointment) with no repair of the units. When I contact the Protection agreement department I am told that I need to have 4 functional service calls placed against a unit to get it replaced. Service calls by non Sears technicians do not count even though they authorized it because Sears did not have a technician available. I have contacted Sears 2-3 times a week for the last 4 months seeking a resolution of either repair or replace. The units are 12-15 years old and have probably outlived their usefulness. When I call Sears I am told it is the HVAC departments problem by the protection agreement people. The HVAC people say it is the protection agreement departments problem. Today 1-23-2020 I was told Sears should have never given me a protection agreement due to their age even though I have had it for 10 years and that I was probably out of luck for getting them replaced. I have had numerous service calls cancelled by Sears due to no dates available when I try to place a service call. This means that there is no technician available to service the equipment. I called on 1-10-2020, the day after the last visit by the tech that resulted in not fixing the units, to have another service call. Once again, no dates available. I have also been told it is up to the tech to determine if the equipment is unrepairable either because of no parts available or too expensive to repair. No one at Sears seems to want to own this issue and I am constantly told I need to talk to another department or to tell the technician to report that the units should be replaced. Today my case was supposedly escalated to a protection agreement manager and he would contact me in 3-5 business days...

-5 This is absolutely the worst service my LG front liars washer stated leaking I processed the claim in Oct of 2019. AAR alliance was subcontracted to AAR appliance repair after several visit AAR was unable to fix AAR spent maybe 15 minutes a visit was guess as to what was leaking - several calls with Sears customers service was useless it was like it was between the AAR and Sears. Now Dec still not fixed AAR not calling back. I called Sears and find out AAR has determined the washer has structural damage not specific as to what type of structural damage. I asked Sears to provide me with service records and description of the structural damage they say they can not and have denied my claim. That I have to have another appliance repair company come out and get a disagnoses of the issue if different it may still may not be covered. Sears and AAR are the winners Sears doesn’t have to replace or repair - AAR paid there price plus a news gasket and labor to fix and the washer still leaks. This why Sears brand service is dying poor customer service poor warranty service poor Customer relations. I won’t be buying anything from sears any more I’ve been a customer 40years.

I wish I could leave a negative star review. The Sears Home Warranty program is a scam. Nothing they promised on the front side proved to be true once I was under contract. Their service techs were inept, unprofessional and late. Their customer service line was more inept than their service techs. After I put them on notice three times that I would not renew the 12 month auto renewal contract, they sent me a letter stating that they were not renewing the contract. They don't have a clue! Run from this scam program and when you get tired of running, take another breath and run some more. Scam, scam, scam.

I should have read these reviews before signing up. So we needed work done on our oven. $600 bill. We were told we'd pay only half if we sign up for sears appliance warranty. $49.99 a month for 6 months, but coverage for a year. Sounds too good to be true now, but that's how it was explained. That was the first issue---repair man trying to explain a promotion. We said, ok deal lets do it. This was 1/15/20. On 1/16/20, we saw a $49.99 draft, but the contact said coverage wouldn't start until 2/15/20. I called to inquire, and that's when I was transferred THREE times to "the right department." Once at the "right" department, I was informed we pay a month in advance, and during that month we go through an approval process. Further, the $49.99 is every month for the entire year (not 6 months). however, supposedly we can cancel after 6 months without penalty. That's a far cry from what the dude said while standing in our home. So basically, We still are paying $600 for the repair. $300 upfront, and then $300 over the course of 6 months. IF there is a claim needed, we have a $75 deductible on top of the $49.99 they got from us that month already. This is NOT a deal. I had an uneasy feeling from the beginning, and I should have went with my gut. I guess I can look at it is an interest-fee extended payment plan for 50% of the repair cost. I've set an alarm in my phone to cancel 6/15/20. Geesh.

I filed a claim for two appliances. One water softener, other pump on a jetted tub. For the water softener they referred me a company in Texas. I live in West Va. When I called to get another local tech. I was told I would receive an email after they researched someone local. 3 days later the email stated "We would like to take this opportunity to apologize for any delay in service and for any inconvenience you have experienced. At this time, a pre-qualified network service provider is not available in your area. We can allow you the option to contact a local service company of your choice in order to expedite your service request" The quote is a copy of the email. So I called around and spoke with 3 different companies before settling on one that had been recommended by 3 different people. They were nice enough to not charge me for a diagnosis of the problem. However Cinch (Not really Sears) warranty company after hearing the techs recommendation of replacing the 27 year old softener stated that they would only cover $850 of the $2,195. When I complained they repeated the same statement over and over again as if they were not even listening to my concerns and complaint. I spent more that 3 hours total on phone being passed around to 4 different people, the final one told me he was a Supervisor and stated again that they would only allow $850. I have to pay the total amount to the Repair company and then submit invoice to Warranty company for reimbursement of the "approved" $850. I fear I won't see my money for a long time. DO NOT USE THIS WARRANTY COMPANY. THEY ARE A SCAM. There selling point is they will find you a pre-qualified service company. When they can't find a Pre-qualified company they make you do the searching for someone and then aren't willing to pay their costs. I soon found out that no decent repair company will sign on with them because Sears won't pay nearly what the repairs or replacements actually cost. So their so called pre-qualified sales pitch is a lie and this company should be put out of business.

So couple months ago (first week of November 2019 to be exact), our Samsung Washing Machine broke, we heard a little explosion sound, and then the machine just stopped... with that said, we called Sear Home Service. I think we were able to schedule a technician to come over in around 10 days. The technician was really nice and we actually had quite a time talking about life and what not to buy in the future for washing machine… He then told me that the part wasn’t unavailable in his system, so he would have to order it (note that he ordered it right in front of me), and then asked me for the diagnostic charge, $109. He told me it would normally take the parts’ department around 3 business days to do a research and if they can’t find the parts, that means that they will go ahead and contact me via email or phone and see if we want money back so buy a new one, or get a replacement. In the meantime, since I had to go back to Hong Kong for 2.5 weeks, I told him to just schedule December 10th for the next appointment. December 8th-ish come by, that’s when I got back from Hong Kong – I was like… where is the parts, and where is the email that I was promised. Nothing, of course… with that said, I called Sears Home Service and let them know I was waiting for the part, and if I am going to get the replacement since it seems like they can’t find the part. She told me that she wasn’t able to find the previous service on their system, and that the part was NEVER requested nor ordered. End up I 3-way the technician (Tony) in, had him talked to the representative over the phone, still… nothing got done, and we had to cancelled and rescheduled the service because we have no parts. About 30 minutes later, another technician called and asked about my situation, and I told him about the whole part situation… he said that the part was not ordered and he didn’t know what the f his colleague was doing the first time, so he ended up drove over reluctantly to check on the machine, and then reordered the parts again. That was right around December 8 or 9th ish as I remembered. I then asked him when would be the earliest that I can get the washing machine fixed, he told me January 6, 2020 was the earliest, and since I really didn’t really have other choice, I reluctantly had to agree. Over the next couple of weeks in December, the parts came – and don’t forget, I was still paying my $69.99/month fee, even though I wasn’t getting any benefits in the meantime. So the real story comes…. On January 6, 2020, I was expecting a technician would show up between 8 and noon, and with that said, I have decided to work from home that morning so that I can stay at home to handle the service, I have waited until around 10:45am, and I decided to call Sears Home Service and see when the technician will show up. THAT’S WHEN I FOUND OUT THEY HAVE RESCHEDULED MY SERVICE CALL TO JANUARY 18, 2020 WITHOUT MY CONSENT… I was angry, so I wanted to get to the bottom of it and asked… but guess what? I got pushed around like a ball that no one wants, and not a single soul was able to answer my question. I think I must have got transferred to around 4-5 different departments? So after around 30-45 minutes, I know that January 6, 2020 service was not something that they can do, so I requested the next day available, which I was told was January 9, 2020. Deep down in my heart I was like… sure, couple more days, fine. I told the representative to send me the confirmation email, and he said he would send it. I believe his name was Brian. On January 7, 2020, I still haven’t received the email that Brian promised, so with that said, I called again. I was then told that current service date was still January 18, and no request was made on the 9th. And this time I politely asked if we can do January 10 and she said yes, and this time, confirmation email came. At around 1:45pm PST today (January 9, 2020) – I received an email from Sears Home Service, confirming my appointment… AND GUESS WHAT?! At around 9:36pm PST the same day, I received yet another email saying my appointment has been rescheduled, to January 15… Today is January 15, 2020, and I was promised that the technician was going to be here, and later on I was told that the technician showed up and no one was there. The matter was that, I was at home all day long since midnight and woke up at around 7am PST, waiting for the technician. I was then told that someone within the scheduling department was going to call me, but again, no one call. Long story short, I cannot keep playing this game with Sears and I have work to do... therefore, I am asking the cancellation of the warranty plan $69.99/month, and I am also asking to get my money back from November 2019 til Now. As I called in to cancel, I was then transferred to 4 different departments, and was again, left with nothing done, meaning the cancellation. As of right now, washer is not fixed, and money have not refunded.

The absolute WORST in Home Warranty services. Their fees are definitely higher than the typical home warranty company but they are nothing better than glorified high charging repair company. My microwave blew up in Nov 2019 and the tech said that my model was no longer in service and could not be repaired. He would then submit his report to Sears so they could start the claims process. After 7 excruciatingly painful phone calls over the past 10 weeks, I just learned today by a high & mighty sounding "case manager" that they cannot process the claim since their sub-contracting agency had not filed the case report. I wanted to cancel my plan but supposedly is locked in for another 6m under a "contract". Sears Home Warranty is a total SCAM. Give your business elsewhere and AVOID them at all costs.

My water heater broke so I filed a claim. I called the service contractor assigned to me. He refused to come out. He doesn’t fill work orders for sears home warrant. I called the second contractor. He said I needed a new water heater but he would not accept the amount sears’ would give him. He refused to do the work at that price. Two days from the day I filed the claim I’m still waiting. I’ve called many times and said it’s an emergency, asked to talk to a supervisor and still no contractor has been found. Meanwhile, my garage is flooding. This warranty is a complete fraud!

My kenmore water heater leaked water from the top after 3 years of service. Called professional plumber who changed the pipes and the nipples. It was still leaking. He said it is manufacturer defect. Per warranty they need to replace it. Called sears . They charged me $100 to send a technician after a week to check it. It took him 2 min to tell me it is leaking. Called his boss and came back claiming it could be water pressure and I need to call plumber and have install water regulator . And if still leaks to schedule another $100 service call. I called his boss and got the run around for a whole hour. It was obvious to me that they were going to drag this thing as long as they could. Knowing you can’t last without a hot water for long.

I wish I could give zero stars!!! I’ve had the worst experience of all! I agree 100% with all of these reviews because they are correct Sears is the absolute worst company to deal with! Surprisingly, they are owned by a 3rd party home warranty company. I’m overwhelmed by frustration from such disappointing service by Sears Home Warranty. I had to pay over $300 to another company who was called out on 9/30 because originally my work order was reassigned to them and Rejected by them in your system due to an error by whoever created the work order. It was listed as a Repair instead of Maintenance work. Sears Tech explained to me (in broken English) that it was an error on Sears Dispatch while creating the work order. I’ve made Several calls to Sears begging for help after company poked a hole in my air conditioner evaporator. Sears has caused me so much grief, especially knowing my husband recently passed away. I trusted Sears because of the name which has now been chattered thanks to the horrible service and unprofessional treatment. Sears needs Managers who are truly Customer-conscious! That would help to restore Sears’ brand and increase trust again in the name. Maybe Sears should focus on that and stop the shady business practices. I can longer afford Sears Home Warranty. I’m one small widow that has been terribly wronged by Sears.

I have had this Warranty for 5 years since I bought brand new Kenmore appliances from my local Sears Store, which now is closed. I had fairly decent service except for this year. I had both my refrigerator and oven go out about the same time. I finally got my refrigerator fixed one month after putting in claim and still am trying to get my oven fixed or replaced after 6 weeks. I have had Sears send out techs 2 times to fix my oven. 5 parts were ordered and the tech could not get my oven working. It was the day before Thanksgiving and he could not get ahold of his boss via phone. The tech said because of the Holiday he was not available. If the tech would have been able to get ahold of his boss, I most likely would have received a replacement per the Home Warranty representative I talked to. Then Sears Home Warranty rep said they had to call out another Service, some fly by night local service to look at my oven and decide if it could be fixed. I set up a time for this service guy to come out. He came out within 3 days of call. His take on the oven was to order another part and see if this part gets my oven going. have made numerous calls to this tech and after 4 calls he finally answers and says the part was ordered and he is still waiting on it. Sears Home Warranty never received a contact from this tech and in their system he never has been to my house to look at my appliance. Sears has some reps that speak English well and other reps from foreign countries trying to do their job but sometimes having communication barriers. Long story short: My freakun oven is still unrepaired and I didn't get to fix a Turkey or Ham for the Holidays this Year! I'm sizzling about that! Well this was Nov. 2 2019 and today is Jan. 2, 2020. Long story short: My freakun oven is still unrepaired or replaced. I'm looking for a new Warranty Company with 4-5 star ratings instead of this 1 star company. Do yourself a favor and look elsewhere!

This has been a horrible experience from the beginning. I purchased the Whole House Plan. Extremely poor customer service. I made the mistake of trusting the SEARS NAME. Please don't make the same mistake I did by not reading the HORRIBLE reviews about this company. Regardless how poor the service is you can't just cancel the contract without paying a ridiculous penalty. The brochure reads " Once your plan is fully active after 30 days, you can expect to pay ONLY A LOW SERVICE APPOINTMENT FEE FOR EACH APPROVED CLAIM. To replace my hot water heater I paid the $100.00 appointment fee only to find out there was an additional $325.00 for the so called small print. However the sales reps. have no problem selling you on the appointment fee only. Buyer beware. THIS COMPANY IS A SCAM !!!!!

ABSOLUTE SCAM. I WAS SOLD A WARRANTY SERVICE THAT I WAS TOLD I COULD CANCEL AT ANY TIME. I EXPERIENCED MY FIRST SERVICE, WHICH WAS HORRIBLE GIVEN I HAD TO WAIT A WEEK AND A HALF FOR A PART THAT WAS BACKORDERED ON MY WASHING MACHINE. CAN YOU IMAGINE IF IT WAS A REFRIGERATOR OR A STOVE? FOLLOWING THE SERVICE COMPLETION, I CALLED TO CANCEL THE CONTRACT. I WAS TOLD IN ORDER TO CANCEL THE CONTRACT, I WOULD HAVE TO PAY FOR THE SERVICES I HAD RECEIVED! SO BUYER BEWARE. WHEN THEY SELL YOU HARD, INSISTING YOU CAN CANCEL AT ANY TIME, IT'S A BIG LIE. SO I'M NOW STUCK CONTINUING TO PAY FOR A SERVICE THAT IS SUB PAR. AFTER I PAY FOR THE YEAR AND THE DEDUCTIBLE I HAD TO PAY FOR THE SERVICE, I SHOULD HAVE JUST BOUGHT A NEW WASHER.

Was a long time customer and at the time only had 2 claims. (Garage door and bad electrical outlet) both were resolved, however the contractors tend to push side work for other unnecessary projects I didn't need. What shook my confidence was this... my fairly new five year old furnace began making a grinding sound. I called Sears home warranty and arranged to have it serviced. The serviceman came and did his diagnosis and advised me that there is an exhaust fan on the furnace that went bad and he would have to order a new one and return when it arrived. Other than the noise, my system worked fine so I agreed. Said serviceman returned as promised several days later replaced the part and went on his way. He was very professional and knowledgeable so I had every confidence that the repair was done correctly. About an hour later, my furnace started behaving very strangely., turning on and off on it's own and not bringing the house to its normal middle of winter temperature. I called the serviceman back and he returned the next day, and diagnosed the problem as "a bad mother board" ( on a furnace that had been working fine) and informed me that the whole unit had to be replaced and that he would inform Sears home warranty to make sure to get it approved quickly which he did. Suspicious, and still trying to wrap my head around how this could go from a bad exhaust fan to a total replacement so quickly, I called Sears to notify them that something wasn't right. My complaint fell on deaf ears! No one seemed to want to look into my claim. Either way, sears approved the replacement and I was liable for one thousand dollars payable in cash only to the service company which we paid promptly. At this point ( mid winter in southeastern Pennsylvania) we just wanted it done. We were told it should be only a day or so because the new unit had to be ordered. ..a day or so turned into 2 weeks of call after call to Sears and the contractor. It was finally installed and we are enjoying our brand new furnace. Our contract was up for renewal a few months later and they not only went way up in price, but renewed me without honoring my request to cancel. When I mentioned why I cancelled they were shocked, but did not investigate my complaint. They preferred to bury their head in the sand. Read their reviews before you buy and save yourself alot of headaches. By the way, did our homework and signed up with a reputable home warranty company. We have been with them now for a year and are very happy!

I put in for a service call on 12/07 for my refrigerator not working. The guy that scheduled the appointment somehow put it under a regular service call (even though we confirmed the warranty during the call). When the technician got there that's when I found that out because he tried to tell me the repair was $800. When I called Sears to get it figured out nobody could explain why that was done and they only thing they recommended was for him to come out for another appointment 2 days later. Remind you that it's my refrigerator where I store food and my son's medications. I get a call to confirm the 2nd appointment for Friday 12/13. Then I get another call Thursday morning (the day before the appointment) saying that it was canceled due to a tech not being in my area. Now the next appointment available is not until next week!!! I have been calling every day to try to speak to a supervisor with no luck. I even tried the Chat on the site as well with no luck. So basically I am paying for something that is almost impossible to get service for! I have not spoken to anyone in management about the issue even though I have requested to on every single call. This is a waste of money. I will definitely look elsewhere for warranty.

I cannot rate this company because it should be rated below 0 due to bad service. I have been paying for my insurance for over 3 years and never once called in for an appliance repair. On November 25th, I called sears to repair my washing machine that is only 2 years old. The sears warranty said they will place a claim within 24 hours. I called them on November 26th and they said a repairman will assess the job on December 3rd. I complained because I am handicapped and need my washer due to my Hygiene problems. I guess I screamed and complained loud enough so they sent a repairman on Wednesday December 27th. The repairman came, assessed the job in 5minutes and said the water is leaking from the hose so he’ll go ahead and order it. Today is December 6th and I was told by sears warranty that the hose is going to be delivered by UPS today. Right now is 4 pm and no delivery yet! I am sooo disappointed in sears because of the bad service they are providing! If anyone is reading this, please do not get the warranty! Bad, bad, bad! The customer service representatives are not any better because they are not able to expedite your compliant! It seems as if there is only ONE mechanic in the entire state of Hawaii! So very bad service! I will never buy any appliance from Sears again and will cancel my insurance!

I do believe this is one level above a scam. There is no customer service, only people who will read you what the status of the project is under. I've been sitting without an oven for 2 weeks. This is their 3rd attempt at ordering a part of which the Sears tech himself told me was no longer available. Note: 1st part they gave tech to fix my OVEN was for a DRYER haha. I laugh cause it's a joke, the run around they'll give you. Then, to fully replace, the tech himself told me they'll just find the cheapest available unit, whether comparable or not (and said to forget about brand even if your appliances match). All that and an overpriced deductible make it a worthless decision!

If I could give them a zero I would. To make a long story short on appointment number five for a wash machine that would not be repaired because they had to use a hammer to get the parts apart. I was told I still need another appointment before it will be replaced so in the meantime go get a rental. I am now paying rent a center for a rental that they said they would eventually reimburse me for, that yet to be seen. Now they’re asking for 48 hours to shop for a replacement. Aren’t they serious why do they need to shop? Also Kohl’s in regards to India no one understands English and connected to the wrong department after holding for an hour. Stay away, avoid at all cost.😕

Can you give less than one star? After the wonderful buildup on the program from the salesperson, I thought it would be a good idea. I'd just had to replace my furnace and didn't want to have to pay for another major system if I could avoid it. Well, this past summer, during the hot spell, my AC quit beyond repair. My local technician looked at it and said it was shot. I talked to Sears Warranty about it, and they sent their someone to look it over, who also said it was shot. However, they didn't have a local contractor to install a new one--I would have to be an Owner Co--meaning I had to find my own contractor. Fine. I called the guys who did my furnace and they were ready to replace it, but they said they wouldn't work with Sears, unless I paid upfront. That should have been a big indication of what to expect. Sears kept balking, repeatedly calling the local technician to get justification for not REPAIRING the 40 year old condenser that was shot, and requires Freon--which will be illegal next month. After numerous phone calls from me to Sears, and from Sears to my Heating & Cooling guys, they finally approved the proposal, and the work was completed. Then, I spent the next 4 + months trying to get my reimbursement. I was told TWICE that it was in the mail--but NO CHECK. Finally today a supervisor told me that she would stop payment on that check and send me another one--for more than $2000 less than the cheapest AC proposed by my contractor! They claimed that they could get the condenser for $762 that my local folks charged $2702 for. If this was the case, and they were unwilling to accept the proposal, why did they approve it? I am beyond angry, and now fully understand why this long esteemed company is going belly-up. This program is a scam that seems to train employees to lie to their customers.

Zero Stars!!! We have been customers since October of 2017. We have had a couple of repairs to our Refrigerator during this time. Well, a week ago, it died. The Sears Service Technician who came out this week claimed that unauthorized repairs had been performed on our unit in the past and nullified our claim. This is outrageous! Sears Home Warranty are the only people who have touched my appliances since 10/2017. These people are shady at best. I think this is a tactic they use so they never have to replace an appliance. I thought we were dealing with a reputable company. Do yourself a favor and use another company. SCAM!

Our family has always been a Sears customer for over 35 years or more.. For two years we had the service for the entire house warranty on appl. and major air conditioner, furnace, sump pumps, water soft., etc.. I wasn't aware of the entire package warranty until I was having the dryer fixed and they said I could have had on the entire house and it didn't have to bought from Sears. I bought the warranty and they fixed the dryer.. Last week of October 2019 I emailed customer service to fix the Washer and Dishwasher... They called that morning and said they were over booked and was trying to find someone to feel in fir my appt.. at 5:30 I get a call that says the guy he was training had to go to the hospital, all this should of caught my attention... The other guy came out looked at my washer, fixed the part I needed, but said my bearing were going out and ordered them.. said he would return and put them on for Nov. 7 2019. Since the dishwasher man didn't show up, he looked at it.. Ordered the parts and had it running for the time.. On Nov. 7 2019 they were scheduled out here for the both washer & dishwasher.. Another guy came on that day to do the dishwasher, he was confused, he thought he was coming out to look at it.. I said no that the other man looked at it knew what was wrong and ordered the parts.. he fixed the dishwasher and I asked him if he was here for the washer too and he said no. I called and they were so rude and said all the parts weren't here.. so they took it upon themselves to reschedule by text.. no call or anything.. I have had three appt set by them to do the washer and that day after I wait they then let me know there isn't all the parts, still waiting.. How am I suppose to know if the right parts are here or all of them. They set this back up for 11-26-2019 and all parts are here.. it is unreal how many text and emails flips though the phone from them.. but if they not coming no call, text or email. 11-26-2019 they had a 1-5 call here to fix the washer.. no call all day.. and then at 6:00 pm I called and the lady said I will send a text to the repairman...nothing ever happened.. After 7 calls of very rude people and while I am on the phone they texted me they would be out 11-29-2019 .. HOW RUDE AND HIDING BEHIND A TEXT.. I will cancel this and with the help of the bank go back as far as I can for a refund.. Good Bye Sears Warranty, Customer Service,,,...……….. Linda Walker

Initial problem diagnosed on my dishwasher on Sept 12. two technicians came and could not resolve the leaking problem Said I needed to get a plumber. Called Sears again. The same technician came in October and said I needed new parts. He ordered them and were delivered in week 3 of October. Called to schedule the install. The service was"farmed" to a service company who never came and cancelled w/o notifying me. Then get a text saying my appt has been re-scheduled with another service company . They never came or called to cancel. Now finally get a manager from Sears in week 2 of Nov who schedules the appt for today. The same technician who came in Sept said he could not do the repair as it requires 2 people!!! So here I am, the sucker who has lost 3 days of vacation/personal time worth more than a new dishwasher would have cost. Called Sears again and now have a new appt for Dec 2nd. Holding my breath!!! Cant say how many times my call to Sears was "dropped" I only wish I read these reviews before buying this service plan!! So for anyone interested in this service, think again.

I wish I could give this a "negative 1 star"...they don't deserve a one star rating! We have been Sears customers for YEARS. We have had the extended warranty on our appliances for YEARS. Our washer was determined by the sears tech to be unrepairable. Our sears agreement was if it could not be repaired, it would be replaced. We are at the one month mark of being without a washer because sears stac team has to "review" the file. They cannot tell me anything other than they have sent an email "for review". All we get out of the Protection Agreement Benefits department is to give them "48 to 72 hours" and when we call back, they tell us "48 to 72 hours". EVERY TIME! They are supposedly sending a $50 check for the "inconvenience". I need a washer, not money. And it is the principle of the matter. They sold us the agreement, which we paid for yearly, that says we are to get a replacement. I called a different number today after spending 45 minutes, yet again, on the phone with the useless protection agreements dept. I started at the beginning and explained everything to this person. She told me that the case was submitted and I should give them "48-72" hours. I explained that we are without a washer for a month now. I asked if they could just send us a check and we would go get a washer, but naturally, they could not do that. I asked her if there was someone else I could talk to who could make a decision. She hung up on me. I don't know what else to do except to warn everyone I can to please DO NOT DO BUSINESS WITH SEARS/KMART!! Save yourself the trouble. No wonder they are closing stores!!

I just cancelled my warranty today. If you are considering Sears Do Not!! I was a member for a year and a half. I never needed to use my plan until today. I live in Boston and the temps have been unseasonably chilly, I called and was transferred 5x to different people. Finally got an appointment set to have my furnace fixed to restore my heat, They suggested I not wait for the service provider to call me so I called them. Thank God I did. They told me that they responded to Sears that they were booked out past Christmas. That's right, Christmas. So I called back and spent another hour with the transfer game. I was finally told that there were no service providers available in my area. They were going to send my claim to some review thing which I cannot remember right now. They said I would hear back between 2 to 4 days. Ok, so I am going to go with no heat for 4 days in 30 degree weather. The person I was speaking to was in SC so I asked how about I come break your A/C in summer and tell you it may be at least 4 days before you can have it fixed. I was told nowhere in the contract did it mention that timing was mentioned, So $69 a month was a waste of money. I also have a policy with American Home Shield. Do yourself a favor, DO NOT BUY A SEARS WARRANTY UNDER ANY CIRCUMSTANCE!! Give American Home Shield a shot.

I would never, ever ever recommend Sears Home Warranty. When our dryer broke we had a guy come out to fix it from Sears. He was greatl, fixed the appliance and talked us into getting the Home Warranty. Next, our washing machine broke and I called Sears to let them know. I waited over a week to hear back from the appointed appliance company. He came to my home, took the $75 for the deductible and never came back. It has been two months now and I've tried to call him many times. I told Sears but they gave me no assistance at all. Then our dishwasher broke and the service company has cancelled on us twice so we have a broken dishwasher. We ended up having to buy a brand new washing machine anyway because they never came to fix it. Do not waste your money on Sears Home Warranty. They offer no help at all I am highly disappointed. I see why Sears went out of business with this kind of customer service.

A waste of money, I DO NOT recommend to anyone to pay for these services. The amount of money paid I could have bought a new washing machine. My washing machine was not working something burned and I could not open it to retrieve my clothes. A technician came and said he needed to order two parts and they wouldn’t come in until the end of the month meanwhile it is the beginning on the month. They did not open my machine and when I called to have someone come to open the machine, they told me they would come the next day. I waited the whole day and no one showed up, they didn’t notify me they were no longer coming. When I called once again, they would not send a technician and it was apparently now against their policy since the part had been ordered. They would send the technician to unlock the washer so I could retrieve my clothes. I had to place a call to an independent contractor and have to pay $75 fee, in addition I had to pay sears $75 also for their technician to come. I am giving it 1 star only because there is no star for zero, it is not even worth 1 star. Worst customer service I have ever dealt with and unprofessional. With all the money on the warranty, brining sears in to fix it, and independent contractor I could of bought a new machine. Do not recommend it, not worth it all!

Had an issue with my thermostat back in September. The company sent out by Sears "Absolutely Affordable" did not write out the proper diagnostics which made the thermostat not be covered, as well as never came back out to fix the problem. I was told by Sears to have my own come out and if it was a different diagnosis then I would be reimbursed the service fee. I sent numerous emails and paperwork from different companies showing what was wrong but Sears nor the Absolutely Affordable have done anything. I had to take care of the problem my self so I was out over 900 dollars. Here it is November and I have still had to call in and explain the same problem with no resolution. I waste 69.99 a month to have no-one come and do their job. I would not recommend them

I have a whirlpool dishwasher covered by sears “master protection plus” - I have installed an air gap to protect my brand new cabinets from yet another flood. Sears sent an “uneducated” technician, not once , but twice!! He refused to run diagnostics - refused to service the dishwasher simply because he was not “schooled” in 3 out of 4 of the installation methods. What a shame! Had to find a reputable service technician and pay them my hard earned money. My advice is to not get service warranty if you live in south Florida - there is a reason that Florida ranks 49th out of 52 states.

I AM SO DISAPOINED WITH SEARS HOME WARRANTY THAT IT HAS RUIN MY VIEW ON SEARS ALL TOGEHTER! Total scam, I called for sears to do a repair, the repair man sold me a home warranty, told me that it was always will be a sears rep to do the service, and that I can request him to come back. 6 weeks later, I call and totally diffrent story. Upset but I just shook it off and scheduled. They said 3 items on 1 call, scheduled for mon 1 to 5, then they sent some one at 8am never informed me of the change, he was unable to complete the repair, he will mail the light buld part and I can put it in. My other 2 items he said was not on the call, mea n while i still had to pay $100 for the repair not completed, and was told another tech would be coming in the afternoon. It was not a sears rep, subcontracted it out. Another lie the sale rep told me to seal the sale. When I called, sears said the other 2 calls were canceled, with no explanation, and guess what anoterh $100 trade call. I canceled the policy they said they will refund me $746.00 out of the $800 but could not give me written verification of that. I paid the $800 in full up front, now am waiting to see if they honor that, if not , I have no proof. Every time I call, a different story. They lie, poor customer service, not the Sears that I grew up with. I will never buy anything from them again. Totally lost all my respect!

TOTAL SCAM! Sears Warranty sounded like a dream and b/c it was a reputable company I felt comfortable signing up for it and now I am compelled to urge others to NOT bother! After my washing machine went out, in early September 2019, I contacted Sears and was informed that I qualified for a replacement. I was informed that they would issue me a $900 check and it should be received by mid-late September. When I called on the status of the check weeks later they informed me that there was NO record of them issuing a check and that they would get one to me ASAP. The new check was (re)issued early October and I would receive w/in 10 biz days. On the 11th biz day I called and they told me I needed to wait another five biz days. I called again on that due date was told that they would have to cancel and send another check but I had to wait another 10 biz days for them to cancel AND then ANOTHER 10-15 biz days for another check. I have repeatedly asked for a supervisor to call me and yet NO return calls have been made. I am NOW entering into 3rd MONTH of this ordeal and I have NO washing machine and NO check.! If you are reading these reviews you are smart to do so...as I wish I had and you should be WELL advised to NOT buy into the Sears Home Warranty...if you want to avoid frustration in your life! A. Harris

Same problem others have noted. Charge me for everything. Doesn't fix anything. In fact, when a repair came up that they believe would "cost too much too soon" and "deny my claim" because they deemed I was trying to file a fraudulent case. They think that somehow I planned on needing a whole new A/C unit and bought their plan and waited 30 days in Texas heatwaves just so I can get them to pay for it to fix an existing problem. Oddly enough, I didn't even know this service existed until their Sears service tech offered to me when he couldn't even fix an appliance competently. I paid everything I was obligated to, but they take months in simply getting back to me and NOT address the issue. FRAUD going on but it's not me. I hear this is really a scam out of Florida that used to be called Cross Country Home Warranty. Different name. Same Scam.

2 different appointments both broken to come and check out my electric stove top. 3rd one came out and ordered parts. Parts came in I called and made an appointment for the tech to come out, never showed up. Called and they told me they NEVER had an appointment for me that day and I made another one. He came out and said one part could not be ordered, they don't make it any more and said they would call me with my options in 48 hours. 72 hours later I called and was told I had to take a stove top that was too big and hire a contractor to "make it fit" or take money and buy it myself and hire someone to install it. They COULD NOT order one that fits my stove top area!! Also before the stove incident I had plumbing issues and a/c issues and each contractor they gave me told me they don't work for Sears Home Warranty anymore. Si I ended up hiring the contractor and paying them directly. I pay $69.00 for nothing. Customer service miserable and ineffective.

BUYER BEWARE, DO NOT BUY THIS WARRANTY ! We have had this warranty for years and had only used the free maintenance checks for the furnace and air conditioner which we promptly got reimbursed for. We live in West Virginia and they never had a repairman available in our area. Recently our furnace went out and they did not have a repair man so we had to hire our own. When we found out the furnace needed replaced at a cost of $2000 Sears told us we were being overcharged and was only willing to give us $800 on the furnace and installation. When we protested to case management they told us that decision could not be overridden and it was at their discretion how much they were to pay. There was no use arguing that the contract said “repair or replace with $100 deductible”. They didn’t care. They do not stand up to the warranty. It’s apparent that their customer reviews have no impact on their business practices because we are only one of many hundreds of unsatisfied customers.

Simply put costs the earth and doesn’t deliver. Initial tech will be a sears tech after that will be a cowboy contractor won’t call to say there is an issue and will just cancel on you. You have to call the contractors yourself and when you demand a sear tech non are available but you can schedule one directly if you are paying full price funny that. In short I don’t believe this is truly a sears company just a company paying to use the name and doing an already damaged brand more damage with their expensive crappy service. Cancelled with 2 months left regardless of the threats of termination fees but then followed up with what my refund will be. DO NOT BE SUCKERED IN RUN RUN RUN

DO NOT WASTE YOUR MONEY OR YOUR TIME. First time I wanted to use it, they ran me around in circles, could not even find someone to come out, told me to find my own repairman and they would send me an authorization. No authorizations ever came. Bad enough to waste $600 for the year warranty, but the time and frustration is even worse. Called another company and had service in less than a week. Fixed, I paid them and so glad it is over. Someone else suggested there might be a class action suit, but read the terms and conditions under dispute resolution and basically you give up rights to almost every option, including class action. If you just signed up, cancel right away!

DO NOT PAY FOR A SEARS HOME WARRANTY! I'll spare you the long sage. In a nut shell, refrigerator died so they offered $1900 or a replacement that was the wrong color and too big to fit. No discussion or willingness to offer a REAL option of a replacement refrigerator. We were assured a "supervisor" would call us back to discuss...three times, but they never did. Finally, one reps say, "no one, not even the supervisor can change the offered item!" Almost a week has been wasted calling them repeatedly. Overall, we will have been without a refrigerator for over 3 weeks when we're finally able to get one installed.

This Sears Home Warranty plan for $69 monthly and a $99 repair visit appears to be a SCAM. I was told if they could not repair, I would get a "voucher" for replacement up to $500. They could not repair and I have been unable to get the voucher # or use the credit. They have bounced me from phone # to phone #. That's all they have done for a solid week. The product I need is for heat and its getting cold. I went to Sears and the clerk can see that I have a credit but they don't have the product in their store. And even though Sears sells it online, they cannot order it online for me. They cannot complete the transaction. Clerk told me only if it was at their store would they be able to do it. I was told a completely different thing when they sold me plan on phone. Since that time, repairman could not repair and I have wasted HOURS on the phone being bounced around the world and back. Some #s they have transferred me to must be in India because you can barely hear them or understand them. It has been the most horrible experience I have ever had. No wonder Sears is in bankruptcy! I would NOT recommend anyone get these service plans.

This is the worst experience I’ve ever experienced I’ve been paying on this home warranty for 2 years I call in on September 2nd for a technicians to come out and fix my refrigerator they give me an appointment with a company that doesn’t fix refrigerators dated September 21st then I call back and they say the closest appointment they have is October 9th or I can call somebody else and pay out of pocket... EXCUSE ME ....and get reimbursed so I wait for appointment I call them the day before to Confirm my appointment and ask for a call ahead appointment have them check my number they had my old number still on file that I told them to remove September 2nd well after waiting 3 1/2 hours I call they tell me the rep was here I’ve been home all day why haven’t you call they then replied we did I ask what # they say the # that was Suppose to be removed...sorry ma’am he will be there in an hour.... waiting....call back they tell me oh I don’t know why they told you that but maybe he will be there by 5 you have to wait and see 😡the worst service ever DO NOT BUY

This warranty is horrible! Last July, I signed up when my Admiral washer needed repair. The repair lasted a week and when the next tech came, he was running late, outside my requested time (10-2), and did not stay. He moved on to the next job on his list. I let this go until the washer began leaking. Called again, requested a tech from 10-2 for Monday, Sept. 30. Received email confirmation of appointment. On Monday, tech calls and says he will not arriving until 3:00 or 4:00. I need to go to work! Washer not fixed again. Called to set a new appointment. Again requested 10-2 and was given an appointment for Thursday, Oct. 3, received an email confirmation for this. I called them on Thursday morning just to check, was told that they had no record of my appointment for that day. No washer again! The next time given to me was Friday, October 4 in the 10-2 time frame. Tech calls at 1:30 saying that he can't get here until after 3:00. Need to go to work again. 3 strikes...OUT! Worthless repair service....why ask customers to choose a time frame if their scheduling methods are not going to accommodate? I called to cancel the warranty and was given the runaround as expected. I was accused of only wanting to cancel because I could not accommodate the tech's schedule. Wrong! I changed my schedule too many times and still have no washing machine. I was told that I needed to pay a cancellation fee of $163.00. That is not going to happen any day soon. Also, phone connections are very poor with their customer service, I was transferred and held on hold too many times and the representatives were extremely hard to understand due to so much background noise on their end.

What else is there to say about a company that is averaging 1.1 stars over 357 reviews? They earned it. The lie as a matter of routine and then deny when confronted. They send out service representatives who claim that no part is available, and who return multiple times (more than a half dozen on a single unit in our case) to say the same thing. They refuse to honor their contractual obligation to replace a unit that they cannot repair. At this stage they shift to offering an in-lieu payment for the irreparable unit, and they lie about that as well. Their representatives will lie bald-faced on call after call that the payment has been sent, that they will place a stop payment and resend it, that they will overnight it, whatever it takes to keep you signed up to pay $49.99 per month. DO NOT sign up, and if you are signed up cut your losses and cancel. Make sure your bank blocks their charges, because this company will do nothing honorable. They are in business for one reason and one reason only - to collect your monthly premium. They have no intention of providing you any services for it.

Unfortunately if there was less that one start i would have recommended it for this company very poor customer communication ability,they hang up on their customer,i had a cook top with a small problem to be fixed ,they gave me the round about for 4 months then they said we will fix it but if anything happens during the fixing problem we are not responsible,i wanted to cancel my contract with them because such a service warrant is basically not covering anything with out panty they refused. What type of home warrant is this Is consumer protection be raw still functioning in Virginia ,how do they let this company do this to the customers ????

Terrible customer service---have paid 4 months of service and have not made a single claim. Have tried for 6 weeks to schedule a heating maintenance check and they assigned me to one company- could never get them to answer, called sears back to get another company-after a solid month of calling that company and leaving messages called sears back today to cancel my contract. was informed I would get a bill for 'cancellation for $55.85' and I encouraged the agent to send it on!!! ha! What a terrible company. Totally unqualified employees and contractors. I will be writing a ton of letters and blasting them every chance I get.

I had a SHW plan for two years, at a cost of $840 per year. During this period I contacted them once for warranty repairs (clothes washer). Their web-based claims portal worked well and was intuitive to use and service was scheduled reasonably quickly. The service technician dispatched was polite, but the work was not done properly, which required a second call. First call cost was only the deductible for the plan, and they provided the second call at no cost. Up to this point I would rate them at 3 stars. However, their customer service is atrocious. Improperly trained, it took multiple calls and being bounced FIVE TIMES between reps to place a service call that I was repeatedly told I could place - only to be told each time that there was a problem. Their reps don't know their own departments, their own business rules, even their own business hours. Got fed up and decided to cancel my (brand new, after I moved) contract. With the notable exception of two genuinely nice people with whom I spoke, their incompetence is insufferable.

Do your homework before signing up with Sears Home Warranty, they talk a good talk but when it comes time to make a claim they make it as hard for you as possible. I had a contract with them for two years and never made a claim. Days before my last contract was up I contacted them to make a claim (it was a Saturday evening) I called the Sear Home Warranty telephone number (855) 256-2467 on my home warranty card and get a message, "please call back during business hours M-F, 0900 AM - 9:00 PM EST." I then try to make a claim online via searshomewarranty,com and the site was frozen and would not allow me to place the claim, a total fiasco. I finally get through on Monday (during business hrs) since appliances never go out at other times! I get shuffled around to various departments a half dozen times, one rep inferred that I was lying and stated, "I don't know who you called but we're available 24 hours a day". Problem for him is I even recorded the Sears Home Warranty recording proving him wrong. Just be forewarned, Sears was once a reputable company but that was in the past. There's a reason they're on the brink of bankruptcy. I can only suggest that you do your homework prior to signing any type of agreement with them.