Sears Home Warranty Reviews
Is This Your Business?3.0
Overall Score
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.
7 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.
7 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!!
7 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.
7 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
7 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!
7 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.
7 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!!
7 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.
7 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.
7 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.
7 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.
7 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.
7 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.
7 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.
7 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.
7 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.
7 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.
7 years ago
darin mercer Apex, NC
I have home warranty through sears. I called for service repair regarding the built in microwave. Not only they didn't show up, they didn't even have a courtesy to call me. So I wasted about 2 hours of my time waiting. When I called, they stated they didn't even have a record about my service. I waited to call later in the day with my service confirmation handy, they said my service was transferred to another contractor. I asked about time and date the contractor to show up, they told me to call the contractor to get information. I then demand to have my $75 deductible waved because I wasted 2 hours of my day out of work. They declined and didn't show any responsibility for not showing up. Not recommend.
7 years ago
Nhon Le Garden Grove, CA
If one star is for a worse, this is for Sears Home Service Warranty. If there is a negative star rating, I will give them that.
My LG refrigerator was not cool enough. So I called Sears for service. I was offered a Sears Home Warranty Plan in order to save me some money. I accepted this offer. After some calls made, my appointment happened in about 2 weeks.
A Sears Tech came. We paid $80 service call up-front by demand. The Tech said the compressor is bad and he cutted off the compressor out of refrigerator.
After that, he checked online and said to us the LG does not make that compressor mo more. He was able to find one and told us the cost for compressor is $350, plus other part is $150. And the installation fee is $500. A total of $1000!
The Tech recommended to buy a new one and cancel the SHW to get money back (Sears already charged us the first month of $49.99).
We took the Tech's recommendation. The Tech left without reconnect the old compressor. We wonder why he cutted if off without a replacement on hand (?!?)
I called Sears to cancel the SHW. I explained my reason. I was told that my plan would provide $500 toward the total cost of repair.
It makes no sense to replace a compressor for over $1,080. Way over price? It makes me feel that the price is not right.
7 years ago Edited September 14, 2021
Steven Pisasale Marlton, NJ
Absolutley horrible...What a fraudulent representation to what Sears Service used to be. I have all Kenmore appliances, and had annual Sears Service contracts for years up until about 5 years ago. I recently, Feb 2018 signed up for a misrepresented contract for 5 appliances...all of which are Kenmore. When I contacted them to repair a dryer it was an ok experience. When it came time for the fridge, they couldn't find a service company, as Sears to service a Kenmore fridge for months. I had to find someone myself....After months of this nightmare I cancelled yesterday only t find out they want to charge me full price on the dryer repair, refund nothing I've invested. In the end, I could have purchased a new dryer. STAY away....Horrible liars!
7 years ago
Mrs. Patricia Thomas Huntsville, AL
My rating is below ZERO. This is the most fraudulent company we have ever dealt with. They sent a repairman out to repair our Kenmore refrigerator which was freezing up and then melting and flooding the whole refrigerator and floor. He thawed it with a blower...installed an icemaker that was not needed to replace one that was almost new..and took ours with him when he left. We could not get SHW OR sears to repair it correctly..it was not repaired ..just thawed out.
We tried to drop the plan and were told that we'd be charged the whole years contract fees....about $600.00.
I called them to repair my Sears purchased range. The repairman put in an oven element which was needed and did not repair a sparking that was happening on the controls. Before he left he tried to move the range by the oven handle and broke it off. he told me he would return with a replacement. He did not return. I was afraid of the range controls. I called SHW and was told an oven handle was cosmetic and therefore not covered and that if the range controls were not repaired there must not have been a problem with them.
I again tried to drop the "plan" and was told it had been tried and always ended up in the credit file of the consumer.
I called the Better Business Bureau and there were MANY complaints registered but none had been satisfied. I failed to check with BBB before committing because I felt I could trust Sears. I am a 78 year old senior lady and I had done business with Sears most of my life.
I was never able to get a customer service person in the US. Everything is now done in the Philippines. Their service disconnects when I give my service repair numbers.
7 years ago
Anil Shah Brea, CA
I bought warranty 4 months ago. Two months ago got problem with my refrigerator. They came and fix it. This repair work is guaranteed for 180 days. Same problem happens again. Now they are saying this is not covered under warranty. For week I try to explain my situation that this is same repair work they approved before. Finally I disputed the rest of the monthly payment on my credit card. Now they are billing me fir rest of the remaining balance for 8 months. Don't buy this warranty. Bad service and worst operators. They don't know that if you disputed the charges through credit card they can not bill you for the rest of the amount. They have to deal with the credit card company. Beware of crook warranty coverage.
7 years ago
Regina Myers Sterling, VA
My rating is a ZERO star. Service is a SCAM. This warranty is a FRAUD...CAUTION do NOT purchase this warranty!! I'm in service and find it extremely hurtful to complain. However, Sears Home Warranty is nothing but a SCAM!!!!! I am disappointed beyond frustration. The service is HORRIBLE! Over the course of 2 months I have made numerous attempts to repair or replace my washer & dryer. I went with this warranty because all my appliances were originally purchased from Sears. On five occasions I have scheduled appointments for a repair tech to come out and complete a diagnostic on my units and either repair or qualify them for replacement. Each time I have had NO SHOWS for scheduled appointments. I have spent an average of 50 minutes per call to book and verify appointments only to have techs no show nor cancel. When I've called back to inquire I've been told I didn't have an appointment even though I have emails and spoke with other representatives as recent as the same day confirming my appointments, providing confirmation numbers and ETA's on when a tech would arrive...REALLY? Needless to say, after 2 months and multiple attempts I have not received service on my units. At $49.99 per month and a $150 cancellation fee to terminate the contract. Save your money and find a legitimate repair service. I am shocked and dismayed that a company I've trusted all my life has resorted to being just another SCAM!
7 years ago
Bernee Silver Spring, MD
Sears Home Services Warranty - Fraud
I contacted Sears Home Services to get my dishwasher repaired. Since they were unable to repair it, I received an email on May 30th I received a Customer Option Letter indicating that I had a choice of one of the following options:
Option 1:
A claim credit allowance of $828 to apply towards the replacement of a new or used dishwasher.
Option 2:
Accept the repair/replacement of the DISHWASHER model GDT655SSJSS with authorization given to - UMBRELLA MECHANICAL SERVICES LLCto complete the work. Please be advised that in addition to your $75.00service call deductible, there are charges totaling $0.00associated with the repair/replacement of the unit that are not eligible for coverage and should be paid directly to the service provider.
I choose option 1 and in doing so, I was asked to reply to the email to indicate that this would be the option of my choice, I replied to the email on May 31, 2018.
It is now August 20, 2018 and I have yet to receive a check for Sears Home Services. I’ve contacted Customer Service at least a dozen times and every time I call I have to go through the same process over and over again where I am told that they don’t know why I have not yet received a check but it’s been processing. I’ve had the call escalated to and Escalation Manager and I was told that they would issue a check within 30 days (that was the first Escalation Manager), the second Escalation Manager told me 2 weeks, and the third (on August 14th) indicated that I would receive a call back to let me know when the check will be issued. I called again today on August 21st and I was told that they had no further information as to when my check will be issued and I was placed on hold for 24 minutes to speak to someone higher than an Escalation Manager however my call was dropped before that could happen.
In addition, I contacted the Better Business Bureau to file a complaint. On August 15th, I received an email from a Senior Case Manager on the Sears Holdings Executive Member Support Team indicated that she would need additional information in order to assist me. I replied to her email on August 15th however since then I have not yet heard from her, therefore I am assuming that this in another dead end with Sears.
I cannot believe that a business continues to exist with this
7 years ago
Carole Hunley Sonoita, AZ
You can't imagine how upset, I am with the service and total disregard to my problems concerning my refridgerator. It broke down on the 11th of August and they finally sent a repairman today and he said he needed parts and that it would be another ten days before he could come back, Try living without a fridge for a month. I have made call after call and I'll they responded was SORRY. I have lost a large amount of food even though I tried coolers and ice, but I've lost quite a bit. I am a widow on a fixed income and I thought this was a good plan. IT'S NOT ! I will never recommended this to anyone. I plan to call consumer affairs, The BBB, and I will put my complaints on Social media. Do Not pay for this Plan.
7 years ago
Leticia Yanez Chicago, IL
Do not get the Sears Appliance Warranty. It's a rip off. I have been paying $49 a month and continue to have problems with my dryer. I have been spending money going to the laundromat. I have called 5 times with the same issue and was forced to pay the $75 deductible several times. Even though I was told that it was the same issue with the dryer -the seal on the drum and no heat, so I wouldn't have to pay the deductible. Well, guess what. The repair person said I had to pay it, if not, he wouldn't be able to order the parts. The repair person called 3 different people to get a confirmation number to remove the deductible. No Solution. He advised me to pay the deductible and get a refund. I was desperate to get my dryer fixed since he was the fourth person coming out to fix it. When I called to get the deductible refunded, I was told it would be refunded. I called back because my dryer is still not working with the same issue and I never received the refund. I was told by Supervisor Dawn that I will not receive the refund. I am feeling so frustrated and hopeless. I feel disappointed, cheated, and lied to by Sears Home Warranty. I asked my husband to call to cancel the warranty. I will buy a new dryer at Home Depot.
7 years ago
Patricia L. Jones Jacksonville, FL
don't waste your money..my 1st encounter was in April 2018 our drop in range..they couldn't fix it..so for us they had a deal, gave us a voucher of 500 toward a new range..the range cost 1347 minus 500 we owed 809 w/5% store discount...had to pay 309 immediately lease 118.20 a month, this is where they got me good, I have to call them to get payoff amount ..then they charge 200 more to balance...that deal took 1mo to get a range in the house.......
here we go again..now my fridge and freezer went out 1 wk ago..I pay 49.99 a mo..warranty ..guy comes out, compressor went bad..pay 65 deductible and they want 301 to order the part and install it...they came back today different guy, no money due today and he put in order for compressor..now if they can't fix it we have to pay 846, and guess what another voucher for 500 towards a new fridge....this whole mess is just a way for sears to sell appliances..PLEASE READ THESE REVIEWS
7 years ago
Gallardo Marcelo Houston, TX
Sears Home Warranty is absolutely the WORST Home Warranty we have ever purchased. Never again.
Our central ac unit NEVER had an issue until Sears did the first (free) annual maintenance check in May (2018). Charged us $300 for repairs that turns out we did not need. Now we have constant problems with ac not cooling . Two months after the free maintenance the AC stopped cooling. A technician from Sears HVAC arrives and tells us that it’s a short circuit in the cable connected to the compressor. That’s it no other explanation no other word just replaces a cable asked for the $100 deductible and leaves. No explanation of what happened no exclamation how to prevented no nothing absolutely rudest tech I’ve ever come across. Three weeks later the AC goes out again only the fan is running. A third technician comes out this one a contractor and tells the exact same thing. It’s supposed to be a recall on the previous work order which Sears never bothered to tell the contractor. Contractor gets angry and even states something to the effect of going to small claims court to get his deductible amount. Fortunately a representative from Sears on the phone talks with him and let him know the issue that it’s a recall. We pay for the suppose it serviced he does and he leaves without a word; pissed!! This is Friday, August 3rd, 2018. Three days later, a Monday, guess what? IT’S OUT AGAIN!!
We talked to see years yesterday and they can’t get anyone out until Tuesday, 8/7. The heat in Houston is really hot ;our home inside without AC hits easily 90°. Given that this is a third recall on the same job they can’t get anyone out to us sooner. They gave us the runaround the entire day today. We’re waiting to get the air-conditioner fixed and we’re going with another company.
Do yourself a favor and listen to the customers comments above: if you are searching for a home warranty go elsewhere!!!
7 years ago
M Hortsch Ann Arbor, MI
Do not sign up for the Sears Home Warranty program! It is run by a company called Homesure of America in Fort Lauderdale, Florida. From our experience, I would call it a total waste of money as they will ignore their own contract terms to avoid paying for repairs and they will not correct their own mistakes. When our water heater broke shortly after the contract became active (there is a 30-day waiting period to avoid preexisting conditions), they still claimed it was a preexisting condition. According to their own contract rules, if the unit worked on the day the contract becomes active, it is covered. They said that their local contractor told them that it was a preexisting condition. We spoke with the local contractor twice and he never say that. Rather the Sears/Homesure people told him that they would not cover it as we supposedly only signed up 2 days earlier and not over a month earlier. In later phone calls, the Sears/Homesure representatives agreed that our contract was active when the unit broke, but continued to call it a preexisting condition and refused to reimburse us for the over $200 we paid extra to the local contractor. I now wonder whether that mistake was intentional? Immediately, I canceled the contract which you can do up to 30 days after it becomes active. No need to pay $70 per month if they do not keep their end of the bargain. Later we learned that friends of ours had an even worse experience with Sears/Homesure. The local Sears Appliance Repair service is also not what it used to be. They recently needed 4 visits to repair a Kenmore dishwasher (and sold us the above-mentioned Home Warranty Service). During their first repair, they used a faulty refurbished part. We will avoid anything Sears in the future. Sad ending of a once great American company!
7 years ago
Richard Bel Air, MD
My water heater stopped working. Called Sears and was told the earliest they could get someone to my house was 10 days later. I had to argue with the person about how rediculous that is and it shouldn't take that long. Little background, I live near a major US city so everything happens real quick normally. In any case, after some waiting they found another company that could come out in 6 days. I begrudgingly agreed. The plumber shows up an hour and a half after his 4 hour window. Doesn't take long to determine that it needs replaced. I'm told he will contact Sears and get it approved. This is on a Friday so I don't expect anything to happen on the weekend. I wait until Tuesday to call Sears because I haven't heard anything yet and they me tell me they haven't heard from the plumbers yet. They will send an email to request the report they need. I called Wednesday, Sears said they still haven't heard so I argue and ask if they can three way the call and get this figured out. The woman agrees and after considerable time on the phone comes back and says she called them and she has the necessary info. I called Thursday, Sears says it with the research department. On Friday, 1 day shy of 2 weeks without hot water I get an email from Sears suggesting I have two options. I can get it replaced by the same plumber who took almost a week to come to the house, was late, and took another half week to do the report to Sears and I would also be responsible for an additional $260 of uncovered parts(for a replacement) or i can have a check sent to me for the replacement. The amount they were offering was about 600 short of the three different estimates I called around my area. So not wanting to wait God knows how long for them to actually replace it I took the low ball check. I called one of the said estimate plumbers on a Friday and they had times to have someone come out on the very next day Saturday and Sunday and on to replace it. So I had a new hot water heater in 1 day from a random plumber I've never even used or heard of. Reading the news lately, it doesn't surprise me that Sears is headed the direction of store closures and bankruptcy. I chose Sears because I had respected the name for a long time. This just isn't true anymore.
7 years ago
Bill Bass Lenoir City, TN
The microwave in my built-in wall oven went out. Sears Home Warranty gave the claim to Sears Home Repair, a separate company. Sears Home Repair tech came and had to order a control board for the microwave. He did a thorough diagnosis of the unit and said the door hinges to the oven were sprung and needed to be replaced which would be covered under the Home Warranty Plan. He also recommended I replace the oven door gasket and that would not be covered since it was a non-mechanical part. He said the door gasket would be a separate charge in addition to the $75 Home Warranty deductible, which I paid.. He ordered all 3 parts to come to my home and scheduled the next call for one week later. The control board and door hinges arrived but the door gasket has been back ordered, now for 3 weeks, and no one can tell me when it may be available. Both Sears Home Repair and Home Warranty will not schedule the call until all 3 parts are here. I've made numerous phone calls to each with no one even interested in trying to satisfy their customer. When I ask to speak to a supervisor I'm told one is not available and one will call, which they never do. I'll definitely not renew this Home Repair contract when it is scheduled to expire in December.
7 years ago
Lisa B.
GRADE=F
I can't speak for anyone else, but Sears Home Warranty will not get any contract renewal or future business with our family.
The same technician came out twice last year for the same problem...moms Maytag Neptune washer would not completely wring out water on small loads. The small loads were sopping wet, yet the larger loads wrung out fine. He changed out the electronic sensor the 1st visit (which did not fix the problem). He came out a 2nd visit for the same problem, but said he could not fix the washer until we have a plumber come out because he thought it was a plumbing problem. Keep in mind the washer worked well with larger loads, just not smaller loads. We gave up after that second visit and let it go because I was not going to allow a plumber to open walls when I was quite certain it was not a plumbing issue. That was last year.
I called Sears Home Warranty a few weeks ago because mom said her washer had a new problem; now it will not allow her to select a small load/delicate cycle. The same technician from last year came to her house again, and said her washer was not programmed to allow small delicate loads. He ran the washer for about 30 minutes, and we paid him ANOTHER $100 deductible for his time.
In addition to the "MONTHLY" charge for moms contract home warranty (I believe its $75.00/month), it costs an additional $100 deductible each visit for the technician to come out. We could have bought a brand new washer and not gone through all this headache because at this time, the washer still does not work correctly. I went to moms house last night, and she said that after the technician left this last visit, her washer began leaking water all over the garage floor. Her contract expires next week, and we will not renew this contract under any circumstance. They have now lost all future business with us.
7 years ago
Jenny Minneapolis, MN
They make all sorts of promises to get people to sign up, but uphold none of them-notably regarding what they will cover and what they won't; particularly regarding provided services and replacements. Many times our family had someone come out and say "we can't do anything" and still charge us the service fee for nothing.
To add to this their customer service line is a nightmare. 3 times we were mysteriously disconnected while talking to someone. When finally someone didn't disconnect they said we would hear back in 24 to 48 hours and a whole week passed with no word. We called back and once again were given a complete run around.
In the end we paid money and got nothing in return. I cannot urge strongly enough to not use this service.
7 years ago
David Shapiro Plano, TX
Shortly after coverage began in March 2018, a preventive maintenance check was done on my AC system. The tech said the system was in good working condition. About four weeks later it completely stopped blowing cool air.
My initial call to Sears was on May 10, and it took four days for a service company to come out and inspect the system. We were told it had to be completely replaced. Three days after this visit, the service provider still had not contacted Sears to get the claim process started. I demanded that another service provider come out and inspect the system. To my surprise, Sears agreed to that and waived the $100 deductible.
The second tech agreed with the first tech and I thought we would have AC soon. About one week later I was told that I needed to agree to pay the $1,050 in "non-covered" charges in order for the claim to proceed. I agreed to pay, and I called Sears every day after that to get an update on the progress of my claim. About one week later, after I had been repeatedly told that parts were ordered, Sears told me that they had no record of me agreeing to pay the "non-covered" charges. Therefore, no parts had ever been ordered and an entire week was wasted.
Then I was told they were unable to find the parts from their distributor and would contact a second distributor. I should add that I was given a different story every time I spoke with a Sears customer service rep. Also, my phone calls were cut off several times during this entire process. Then there was an issue over whether the parts were to be picked up by the service provider or delivered to him. Finally, on June 4 I was told by Sears that the service provider would call me later that day to confirm installation on Thursday, June 7. He did not call me until the evening of June 6, at which time he told me that he expected payment of "non-covered" charges in the amount of $2,260 in cash or bank check.
Sears then told me a BS story about why they didn't tell me about the additional charges, even though they required my agreement to pay those charges in order to process the claim. Sears also told me that they had no control over how the service provider wants to be paid. The installation finally happened on Friday, June 8, after four weeks without AC in North Texas. I gave the $2,260 to the service provider and he couldn't/wouldn't provide me with an invoice. Sears later told me they have no control over invoices because the money is not paid to Sears.
Thankfully, the AC is working fine, but I plan on cancelling the warranty because it is worthless. This was the absolute worst consumer experience I have ever had.
7 years ago
Susan Osborn Snohomish, WA
This is a total scam. Sears will automatically charge your card for 12 months for their Whole Home Warranty Plan but a third party is the servicing company on this and I have received zero service on the two appliances I called about. With the Heat Pump I had a Sears technician show up and give my system a look over and said it needed the freon topped off. He said he is happy to do it but has to call the warranty company for authorization. They said no, he cannot do it and I have to call to make another appointment. As with all the other reviews, multiple phone calls have been placed and no service has been received. They tell me there are no repair companies available in my area. What about the guy from Sears who was standing in my house! Please, please, protect yourself by NOT buying this plan.
7 years ago
Jeff Kessel Salem, VA
I would give them Zero stars if I could. I have trusted Sears for years by reputation and service. We had a dishwasher failure and the repairman talked us into a warranty program for our major appliances. We decided to upgrade to a whole house product to cover our HVAC and water heater as well. It is all reasonably priced. In theory if they spent as much time and effort on honoring the agreement as they did selling it and signing people up, it would be worth it. The problem is the service after the sale. There is none! Zero! Our AC ended up with a coil and Freon leak. It has been a dozen phone calls and multiple hours of time on hold or going through phone trees to be denied, deflected, or declined. Our AC has been down for 2 and a half weeks with no end in site.
The companies that Sears farms out the warranty coverage to are absolutely worthless and the preferred repair providers in our area are also poorly run. When I asked to speak to supervisors, I was put on long holds or told they would have to call me back. Then nothing! When I left messages for the repair company, nothing! When we asked to terminate and for a full refund, we were told there was no refund department and that we would have to write to corporate in Florida. Never Again!
7 years ago
Ivette Grand Prairie, TX
We recently became home owners in August of 2017, and decided we would purchase a home warranty plan to help with any issues or need of repairs that could arise.
Sears home warranty was one of the many companies we contacted, and we made sure to call several times and ask questions regarding how the plan would work before committing to the purchase.
Each and every time representatives emphasized that; should we need any repairs, they would send someone to evaluate and repair. In addition to that, we were promised that if they were unable to do a repair on something, they would actually do a REPLACEMENT altogether.
In March of 2018, we decided to sign up for the total home warranty plan, which is supposed to cover everything in the house.
We had not had any issues at all, until high temperatures started coming in around May and we believed we should have someone come out and check out the unit. And since we had not had any previous problems we imagined we could possibly only be low on freon.
A repair company was sent to our home, and their findings were that the unit was beyond repair, and actually needed replacement.
The repair company submitted a claim and a couple of days later I called Sears some warranty to follow up. I was then told they chose to deny the claim because inside and outside unit did not match (which we were obviously completely unaware of), and contrary to what they continuously promised they would not replace.
Sears home warranty is selling these plans based on false advertisement. They sign you up, and take initially payment right away. You could pay them for months without needing anything and when an issue arises they deny the claim completely against what they promised.
After receiving a denial for the claim, I even called once again to inquire about their plan and any stipulations they may have about limitations and denials for repairs or replacements. I was once again told the plan will cover any repairs or replacements of any of the items listed under the total home warranty. HVAC is one of them.
I have spoken to several representatives and my request to speak to someone in management was submitted. I am still waiting on a call back to resolve this matter.
7 years ago
Deanna Johnson Los Angeles, CA
I called for my refrigerator's ice maker in the ladder part of March 2018 I was offered a home warranty which sounded like a good idea. I purchased the appliance from Sears in 2015. The next available appointment was mid April I had already purchased the warranty so I went along with it. After that it was all downhill. The technician arrived after the window of time, but I had wasted the whole day waiting anyway. He opened the freezer said I need to order parts how he could tell this I don't know he didn't touch a thing. Parts won't be delivered until early May. The next Tech arrived as promised in May took one look at refrigerator said nothing I can do, you should have had it unplugged for three days at least. I will make you another appointment. I called Samsung and was informed that by pressing a few buttons you can put the unit in defrost mode and with a steamer you can remove ice maker box. I really think the tech was overbooked it was a long job and just handed it off. So from my initial call in March I have paid for a five minute diagnostic visit, the monthly charge twice now, and no one has attempted to repair the unit. They have deflected the blame to me saying the refrigerator should have been unplugged for three days. I then made the mistake of calling to get some kind of clarification on who's responsibility it is to repair the refrigerator. The young lady read a statement to me twice offered to make me another appointment. I called another number this time it was a stateside number I asked to speak with a manager she said that was against policy I said where is this policy she said terms and conditions I said I don't see it she put me on hold and returned and said it's their policy not in terms and conditions I could leave my number and maybe someone would call but not a manager. I explained to her I have insulin and other meds I need an operational refrigerator she suggested I wait for the call, or whatever she was done with the conversation. So Rude. The chat was my next try the gentleman was very polite said he could give me a$ 40 gift card for my trouble and refer it to the same department. I guess I can use the gift card to buy a Styrofoam ice chest . Sears you have lost a customer.
7 years ago
Sufi Stone Mountain, GA
One day I called for service for my refrigerator and they advertised to me the Home Warranty. I accepted after they explained to me over the phone that they cover air conditioner, Furnance, Refrigerator, washer/dryer, oven/stove, water heater, dishwasher, pluming, electric, grage door opener, and ceiling fans. So i signed the contract with them on March 14 and they said to for me give them my credit card information over the phone so they have it in the system and we will send to the contract paper with in 5-10 business days. Until now i haven't received anything ( today's date is 4/24/18). I placed an order with them on april 16th for a leaking problem the sent a technician when he looked at it hesaid to him the $100 detectable i said thats fine but when are you going to come back to fix it and he said I don't know. So I called Sears and they said forget him we will send in another person, the other person came after days. He looked at it and said I will have to come back on Friday 4/20 he didn't show up. I called him he said sorry i will come back on Monday 4/23. When he came he said I will call Sears to get an approval because you are having a leaking problem and i will come back tomorrow between 8-10am. Today the 24th he didn't show up I called him he said Sears didn't approve. So I called Sears and the said we are sorry we don't cover leaking problems, I asked them so what do you cover? They said yes we do cover leaking but not this kind of leaking. And the kind of leaking I have is kitchen tap leaking and bathroom tap leaking. If they don't cover small stuff like like this how can we expect them to cover anything bigger that they claim to fix.
I advice everyone to be careful and to get their contract paper first and make sure to read it and make sure they send it you because they never sent me mine even til now they didn't send it. It would've been okay if they at least started on something but since day one until now they haven't done anything they only come and go. They don't even deserve one star but I had no chose but to give them that one star so I can write this review.
7 years ago
Susan Weaver New Braunfels, TX
Have been trying to get the microwave fixed for over 8 months now and no one seems to know what the hell is going on. Sears says that the last guys that came out don't exist in their system. This is utterly ridiculous. Tyler Appliance went out in Feb, and said that it needed a complete overhaul. Sears does not have them in their system as doing this, but instead has the last company that looked at it (Old Guys Repair) who were out last year. Do not pay for this warranty service contract unless you plan to deal with a bunch of bs. Microwave has been out of commission for over 8 months now. And can not get Sears to replace it and to have someone else come out and take a look they wanted us to pay an additional $ 75.00 Deductible. Absolutely Useless Warranty.
7 years ago
Steven Walker Amado, AZ
There should be a negative star choice because we would give them a -(minus)5 stars for lying, cheating and deceit. Utter deception to gain business.
If we had looked more carefully at the reviews, shame on me, we would have never, ever signed up with them as they are possibly the worst home warranty program that you can use and we've had several. Truthfully they all suck but Sears is by far the worst. We have a large home that requires a large heating and cooling unit that we were promised would be covered under this plan. Apparently it is not, even though they have taken our money month after month for the plan. First it was we won't cover that unit because our unit is considered a commercial unit. Second, it was we won't cover access, meaning if it has to come off the roof where ours is they won't pay for that, third it was we won't cover that because they only will pay for a unit up to $4,000, fourth they would not accept two different independent estimates that were within $3,000 of each other because the estimate for a replacement unit was higher they they wanted to approve and lastly their customer service is abysmal. If you use these people do so at your own risk and dismay as you will, I guarantee it realize why they get one star. No wonder Sears is going out of business. We feel so sorry for the poor people who have to work here and take calls.
7 years ago
Ken Ramsey Bethesda, MD
I am exceedingly dissatisfied with Sears Home Warrantee. My GE Monogram’s ice-maker and water dispenser stopped working and, although the freezer worked, the refrigerator wouldn’t get below 50 degrees. So, I called Sears. They sent a sub-contractor out. He looked at it, said he needed a part, and that he’d return. A week or so later he returned, installed the part, but then said the ice maker control panel also needed to be replaced, and that it controlled the fridge, so it still wouldn’t be cold. After missing two appointments He returned two weeks later, installed that part, then said he had to run but that the fridge “would get cold within 20 minutes.” Needless to say, it did not. I eventually reached him again and he said that, paradoxically, my fridge needed a heater installed to keep it from icing, but that Sears was deciding whether to continue trying to repair the fridge or to replace it altogether. After two weeks, Sears finally decided to install the heater. So, the contractor said he ordered it, and that it would arrive at his shop in a week. When I hadn’t heard from him in two weeks, I called him, and he texted me that he had left the country for a month, and that he’d install it upon his return. At this point the fridge had been unusable for two and a half months. So I called Sears to have them send out another company, but their representative told me that the contractor had already ordered the part so I’d just have to wait. I then asked to speak to a manager, and was told that all their managers were busy but that they’d call me back within 48 hours. Five days later no manager had called, so I called Sears back, was told their managers still were very busy, and that I should expect a call anytime. That was a week ago. No manager has called me, my fridge still isn’t working, and I now understand fully why Sears is on the brink of going out of business.
7 years ago Edited September 14, 2021
Loris Allen Odenton, MD
I have a contract with SEARS home warranty #92290589. I called them when my furnace went down. This was the 2nd time in 8 months or so. The 1st time was last summer. This time it went down in early December. They told me my control board was damaged and they had to order it. I expected it to be done in a week's time as when it went down last summer. This time it took 3 to 4 weeks. I was without heat during this time. When I made a follow-up call to them, they told me they were deciding whether or not to replace the furnace since it was a recurrent problem. The next time I called, they informed me that they had ordered a board instead. Yesterday, Jan 8, we experienced Sub zero temperature in Maryland. I started experiencing leakage in my ceiling. Today January 9, they installed my mother board. I now have heat in my house but no water since I had to turn off the main line to avoid further damage to my home. SEARS Home warranty are now refusing to repair my broken pipe. They are claiming that they do not cover frozen pipe. I am saying if it takes you nearly a month to repair my furnace in this biting winter, then you would expect pipe damage as a direct cause. 3-4 weeks was unreasonably too long. Now I have leakage from my ceiling and no water in my home.
7 years ago
Kathy Laurel, MD
This warranty was worthless for our situation. Our problem was with the freezer door panel on our side by side. It makes a popping sound when opened and closed. We called the number and were on hold 30 minutes to report the problem. They promised and email in 24 hours assigning us a repair man. Never got that. We got a call to set up an appointment from Olney Enterprises in Maryland to come out and check it at his convenience, knowing that doors are not a covered item. So that cost us $100. Customer Service said "That was our mistake", but we still had to pay for their mistake. Were told he would order part and be back to us next week. Never heard from him, but did get a voice mail from Home Warranty Department had to call back and wait in the que for 45 minutes to say that it was not covered. Then waited another 30 minutes in a que to cancel the contract. I'm writing this in hopes to save someone else from participating in this contract that sounded like who would want to be without this at the time of sale. We paid for 18 months $990 and the $100 service call, plus $75 at time of signing for nothing in return when we had a problem.
7 years ago
Bernadette Ostrowski
I had the sears home warranty. Worst purchase I ever made. Had them come to fix my dishwasher. They came and said it was repaired. It wasn't. Had them come out a second time. Again repair man said it was repaired. Tried using it and guess what, lo and behold it was the same problem and not repaired. Had to get them over again. Or at least tried to get them to come back. Took over two weeks for them to come back. Had to practically fight for them to come back. This time they actually replaced the motor and said it was fixed. Well the dishwasher did work but when putting it back they messed up the hoses. Could not get them to come back to fix this. Had to get a different repair service to come in and fix this. And of course pay again. This all took over 3 weeks. And more time for the hose to be fixed At least I know the hose was repaired right because it wasn't done by Seat warranty.
7 years ago
Review Source
Lisa King Davis Baton Rouge, LA
Our refrigerator stopped working so we call sears home repair. They sent a very knowledgeable repairman out who fixed our refrigerator within about an hour
Never had a problem with it since
3 years ago
Review Source
D
I asked for the bundle package for items. I’ve had for over 10+ years and always renewed every year…. I asked for a maintenance. They told me they no longer carry the bundle package that was on my acct… They took my money and didn’t apply the warranty that I always get. Even though they say it’s not available 🤷🏽♀️ online still shows available. Don’t trust them.
1 year ago
Review Source
Pat Bennett
Stay away from Sears. They breach their contract with promises and can’t deliver the services. They use unqualified techs from AES factory services that came to fix my washer 3 times & the idiots order the same part 3 times and left the parts in my driveway. Last tech that came said machine needed to be replace but a supervisor had to come to my house to look at it. Well that was almost 2 weeks ago & supervisor has yet to show or call. When calling them you stay on hold for 45 minutes or more & get some foreigner language issues. Stay away so that you don’t waste your time or money.
1 year ago
Nicole
Worst customer support ever. Pay monthly for home appliance warranty. Called and received service on June 26th for my range. Technician noted parts are not available. I called customer services 6 times and have been given a different story each time. A month later they said another technician needs to come out and evaluate again. Associates on the phone do not have a clue on what’s going on and they refuse to transfer me to speak to someone at a management level. Completely unacceptable.
1 year ago
