Sears Home Warranty Reviews
Is This Your Business?3.0
Overall Score
AJ Jones
I have had a Sears Home Warranty for two years now. I requested a maintenance check on my A/C unit since Spring and warm weather have arrived. A tech came out and told me that a part on HVAC needs to be replaced. I contacted Sears Sales about purchasing a new unit and applying the cost of the needed part toward the sale of a new unit. I was told by Sears Sales that their Home Warranty Department would have to approve applying the cost of a part toward a new unit. I called the Sears Home Warranty Department and they said that they would have to have another tech come out to check out the unit since their other guy, who had serviced my AC last year, had only been there to do a maintenance check. ????. So, I paid the $100 for another tech to come out to check out my system. Surprise: the tech never showed up and my service request shows as closed. AND I have not been able to get a 'person' on the phone but have been caught in a phone loop with an automated system that always ends with the response that I have no open service request even though their service tech NEVER showed up at my house. OMG!
I am going to purchase my new HVAC system in the next few weeks but it will not be with Sears who obviously does not want my business and the Sears Home Warranty that is unwilling to service the system I do have or admit that the part needs to replaced because their 2nd tech had closed my service request. I am going to assume that what is left of Sears is not trying to make a comeback to better days.
1 year ago
Review Source
F Hadadi
I bought Sear home appliance warranty & based on the contract they are supposed to either repair the appliance or replace it however it’s been 4 months since I requested a repair for my refrigerator water dispenser & so far the technician has visited my house 3 times & has not been able to fix it & the last time he came it’s not repairable. He left & I never heard back from sears. So finally I called today & asked what are you going to do about my refrigerator. The guy on the phone said as far as we know your unit is working 😳I said WHAT?!! My fridge problem was the water dispenser & it’s still not fixed but he said ok we send another technician next week. But they are just wasting time the technicians are not experts & don’t know anything. Buying this warranty was the big mistake
1 year ago
Review Source
KEITH WILLIAMS
I gave 1 star and it would be a -star, but I would not be able to leave a review if I did not click on a star.
After countless calls being made to Sears by my wife and myself, sitting on the phone for hours upon hours and telling over and over the same sad story regarding our "Hot Water Heater" failing 03/04/24 and the water emptying out into our basement.
Then a service representative came to our home on 03/06/24, taking pictures and stating he would submit our claim immediately.
Then after no response, we began making call after call after call and being told day after day that the claim was not submitted/received and being told just to wait 3 more days or next week someone should be in touch with us.
Now, 18 days later, after sitting on the phone for over an hour, my wife's patience paid off and she spoke to another Sears rep and was given this claim number and the email address. and instructed us to submit documentation (receipts from Home Depot) verifying that we had purchased a "NEW WATER HEATER" and we will be reimbursed.
We have contacted the Attorney General Office of MA, and are seeking compensation for all of the aggravation caused by this so-called warranty fiasco.
Please rectify this situation as soon as possible!!!
1 year ago
Susan Hunter Scottsdale, AZ
We have a Sears Home Warranty. But every time I log into my account, I’m transferred to Cinch. Why? Also am having issues with getting my microwave fixed. Two providers came. One replaced a part and said it works. Yes, it works but doesn’t heat as hot as before. For three months, I have been trying to get this issue resolved. It’s so hard to get a person to talk to and when you do, you can’t understand them because they have a heavy accent! The service providers are rude, or in a hurry to leave. I am so disappointed with Sears Home Warranty. Once the microwave is fixed or replaced, I’m changing warranty companies
1 year ago
Randal Cain Concord, CA
1 is too high. This is the WORST company.
My claim included a dishwasher and a washing machine. They sent guys for the washer twice. After 3 weeks, the washing machine is finally fixed. The dishwasher is waiting for parts.
I just got off the phone with the worst customer service agent you can imagine. I asked for a supervisor at the outset. He wouldn't transfer me. He asked why. WHAT? I told him I was returning a call from a supervisor from earlier in the day. He wouldn't take that and asked me literally 4x why I wanted to be transferred. Then, it was "they wouldn't be able to assist you." I asked for another call back. He asked why. WHAT? Horrible service. Horrible company. Horrible warranty.
1 year ago
Kathy Wibberly
We have been paying for their appliance warranty for years. After paying the monthly fee, we did a service call for our dishwasher on February 2. They charged us $100 to set up an appointment with a technician. They scheduled a service call for February 7. The service window was between 8 AM - 5 PM so we stayed home the entire day. No one showed up. They rescheduled us for February 12. OK, I can understand that the technician got busy so we gave then grace. We stayed home another entire day. No one showed up. They rescheduled us for February 16. Again spent a whole day waiting. No one showed up. Starting to get quite irked. They rescheduled us for February 21 (today). We were home all day, for the fourth day. No one showed up or called, but we got an email saying "Our technician arrived today, but no one was home. If you would like the technician to attempt to return today, please call the phone number left in your voice message. Or you can schedule a new appointment". They attached a picture of what was supposed to be our house, but it was not. The house number was not even close so it wasn't an "honest" mistake. Of course, there was no phone number left in our voice message either so we couldn't contact them to come back. Beyond livid now and filing complaints with BBB and posting a review here. We paid them three weeks ago, wasted four full days waiting for a technician to show up, and NOTHING.
1 year ago
Dewane Pitman Cleveland, OH
I would give them a 0 if I could. This is an absolute SCAM. They take your money and then when you need a repair it takes forever for them to send someone from another state! Then it takes even longer for them to send someone back if parts are needed. We have been without our washer for weeks and they still have not contacted us to tel us they are unable to get the parts like the repairman suspects. They do not want to have to replace our washer so we are , like so many other reviewers, GETTING THE RUN AROJND! This scam of a company needs to be stopped and shut down. Please do not waste your money on this rigged plan. It is awful at best.
1 year ago
Jane Johnson Salt Lake City, UT
If I could leave a 0 I would. They used to be a decent company by now they r the worst. They have sent out a repair man 3 times. The have sent out the wrong part. And have said that they don't make the part any more. They have said that there will be a resolution for either a replacement or a buy out for the last 3 months. I just kept calling back and getting Apologies the that they understand it has taken too long and call back in 2 days or 5 day or 14 days and I do. I have been very polite to them but 6 MONTHS to come up with a solution is Ridiculous. This started in September and is is now February and still they r working on it
1 year ago
Diane Wysocki Houston, TX
Terrible, waste of money. Have been trying to get my fridge repaired for almost a year. GE monogram . Water dispenser broken/freezing entire refrigerator. The service Company not very good either Astro Appliances Houston TX. If I could sue them (Sears) for terrible service and scamming people I Would!! CLASS ACTION SUIT ANYONE!!! I want all my money back!!! finally got a real people to answer questions on Phone, was put on hold for 50 min.Then Disconnected!!!! Parts ordered 5 months ago and still nothing. This is a Scam so that they can collect their monthly charge and not deliver any full repairs.
1 year ago
Review Source
Jaida Godfrey Ft. Washington, MD
Class action suit is needed for these people!! Horrible service!!! I thought we were the only ones until I read the reviews and comments. It’s almost most been a year and my elderly parents have been without a washer. It’s takes literally a whole day before you can get someone on the phone (if you’re lucky to do that) and that’s by 10+ calls from automated messages being hung up on by the automated calls, being on hold and transferred calls!! These people take their money on time every month and you cannot get service. There have been 5 techs out 4 parts in the garage and still waiting on a call for parts!! No communication, no updates and as of today I have made 6 calls thus far and now on hold for them to tell me they can’t locate anything under the phone# or with the warranty number! RUN RUN RUN!! The Reviews DO NOT LIE!! THEY ARE THE ABSOLUTE WORST!!! They should be prohibited to conduct business and shut down for good!!
1 year ago
Dan Robinson Concord, CA
I signed up for this Sears Protect program in August of 2023. During the period in which free furnace inspection services were offered as part of the agreement, I tried to schedule through HomeHub as instructed. I was told they could find no service people to do so, but if I found someone to do it, I could pay for it and submit a claim, and they would review to determine if they would reimburse. This was for a home in the largest city on the Western Coast of Michigan. I ended up paying $150 for a local company to do it instead. Now in January of 2024 after after 5 months of 0 benefits, I decided to cancel the agreement. On the phone I was told that my credit card would be charged $150 cancellation fee (because that is the discount I received) plus a $25 administration fee. I have the written contract - there is no such mention of any fees in the cancellation clause. Plus, if one prorates the 5 months of the $150 discount, my monthly (paid) fees have only been reduced by a total of $62.50. I did not receive the full benefit of the $150 annual discount, plus I had to pay another company a substantial fee to service / inspect my furnace (I lumped it in with duct cleaning, which I would not have expected Sears HomeHub to cover). In short, this is a massive fraud case. I've tried to cancel, but the "service manager" on the phone said that this is their policy (to charge me $175 to cancel), even though it is not in my contract. And she refused to cancel it without my authorization to charge my credit card for the cancelation fees. Run, don't walk, away from this poor service oriented massive scam. I'm seeking a way to talk to someone with authority, but the customer service "manager" with whom I spoke said there is no one higher in the organization. Right... I see why Sears struggled financially. Stay away from this product - no service, all cost.
1 year ago
Peter Denis Seattle, WA
Run away!!! I had dutifully paid my premiums for years. Just before Christmas 2023, my GE over-the-range microwave died. I tried to use the app - somehow, the app would not accept the model and serial numbers, even though they were registered with Sears. I then finally found a human, who immediately charged me $75. They assured me that they had made a request to their local contractor. As it turns out, that was a lie. I called the contractor, and they had no record of any communication from Sears. I was able to muscle my way up the chain of command and have them admit they the did not have the capacity to fill my needs as they did not have ANY contractors in my area. I was reimbursed my $75 and canceled my contract. I will now be taking Sears to whatever instance is required to return my premiums and pay for the new microwave that their untruths in business have required me to purchase. I will say, and that is the reason for the one star, is that the folks on the phone were uniformly pleasant and clearly abashed by the situation they found themselves in.
1 year ago
Brian Coady Hilliard, OH
They earn the one star because usually a tech responds reasonably fast. That's all the good I can say. Twice I had an appliance need replaced, and both times they offered about 80% of true replacement value. I have a 28 cu refrigerator they offered a 25 cu as replacement. How is that close???
My cloth washer broke but the part availability date kept getting pushed back. I was going to the laundry mat washing my cloths for about 2 months before I gave up and asked for the buy out ... which was for about 60% of a replacement cost.
They mislead you into thinking you are going to receive replacement value to get customers, but it NEVER happens. I asked for the replacement to be reevaluated, but after I gave up after 2 weeks of asking because I couldn't wait on a new refrigerator any longer. When you call they say "we are looking into it" and quick to apologize, but that doesn't cut it.
I am looking for a new company. I recommend you steer clear of Sears which is "powered by Cinch". They really mean "powered by STENCH", because they stink. YOU HAVE BEEN WARNED ! ! !
1 year ago
Debra Cree State College, PA
It is nearly impossible to get a live person on the phone, and then it is always a ESL speaker, who has difficulty understanding my questions. This service is run by Cinch, and both service providers and I have had horrible experience with them. In theory, the home warranty plan is good value, but just try getting someone to do the repair. The company sends the part to the consumer (not the technician), and the consumer has to contact the technician. Twice Cinch sent the wrong part. The latest issue is that they charge a $100 deposit up front (which is refundable after the service call), but then they say they can't locate a technician and expect me to find my own repair person. I have no issue with the technicians who have come - all have been very competent - but Cinch is a nightmare to deal with.
1 year ago
jen burke Haddonfield, NJ
Sears Home warranty is a terrible service! If you were looking for a major problem and headache when your appliance breaks, purchase this policy! It is a complete waste of money. It has taken me over three months to get a washing machine replaced that is covered in my policy, the first service appointment no one showed, the second service appointment was canceled for no reason after waiting several weeks for them. You will talk to several customer service representatives none of which are in the USA. You’ll be transferred to several different departments and will spend hours on the phone. He will not be transferred to any higher level managers when you requested. They gave me wrong phone numbers for the corporate office, I have been hung up on by a customer service representative. I reported them to the Better Business Bureau.This company is running an incompetent and unethical scam.
1 year ago
Alicia Holliday Markham, IL
Sears is no longer the reliable company that it used to be. In fact, they should be investigated because there is no way to contact the business and speak with an actual customer service rep, unless you select the prompts to purchase from them.
When you call any of the phone numbers listed online, you can only work with an automated system that takes you through a series of questions, and based on your prompt selections, you are lead to their website for situations such as, refunds, appoints or any general questions you may have. ( the headquarters phone listed online is a non-workable number). Again, in order to speak with a live agent, you have to select the purchase prompts. DO NOT UTILIZE THIS BUSINESS. You will lose money and good luck recouping a refund…There is no one to assist.
My story: All went well from the initial phone call which was to arrange to have my refrigerator assessed and fixed, and to also renew my home warranty. This was all arranged by a live agent. During the call, the agent also presented a deal for me to have my stovetop range cleaned for $50, which I happily accepted. At the end of that call, I felt assured that I was going to receive the help I was arranging to have.
The Tech came out, he was on time, he assessed the issue, he ordered the part that needed to be replaced, and he even scheduled the next appointment to replace the part, however, the only thing he did not do was clean the stove which I had arranged to have done along with the fridge assessment. He informed my husband, “I don’t clean stoves,” instead he assessed the stove and charged us $50. After learning what transpired, I called the tech and explained to him that I should not be charged for a “stove assessment” because that’t not what I arranged to have done and told him to use that $50 towards the part that needed to be ordered. He stated I would need to call customer service. Unfortunately, my last call to arrange for the service would be the last time a live agent could be reached…Without making a purchase.
I called and called and called and only got the automated system, however, I was able to bypass the automated system when I selected a prompt to purchase, I got through successfully with a live agent. I explained what happened and all the rep does is pass you back through to the automated system.
The part came in the mail and the scheduled date which was arranged by the tech during the initial appointment got canceled. The dispatcher called to tell me the tech was sick and he would come the next day. The next day arrives and I get another call from the dispatcher stating the tech’s truck broke down…I lost my professionalism with the dispatcher and asked for a manager…of course there is no manager so I asked for headquarters (again, phone number listed online is disconnected).
Now having a difficult time canceling my home warranty agreement, cant’ get my refund and had to hire another company to fix my fridge ( they did a phenomenal job).
2 years ago
Ann Jackson Edmonds, WA
The ice machine in my refrigerator wasn't working. Sears sent out four technicians over six visits to fix it. They talked me into the warranty. It worked for about 3 months then stopped working. Then trying to schedule it again was a nightmare of errors. Over a month of transfers to different phone number, different people at each number, appointments made where I had to be home from 8 a.m. - 5 p.m. and the technician did't show, switch to different provider - no show for appointment - they don't service the Seattle area; switch to different provider who did show and fixed it. Yet Sears kept contacting me to schedule the repair. All that and more. I ended up paying ~$1,000 for that ice machine repair. DO NOT USE SEARS HOME WARRANTY. The technicians don't know what they are doing. The business is a circus roundtable of comedians.
2 years ago
Robin F Byhalia, MS
I bought the Sears PROTECT. So I had a technician come out to do a HVAC tune up & clean the unit/coil. He only scraped some dirt off the coils and left it all along the bottom of unit, coil area. That will just go back into the coils & stop it up. Ridiculous. Pour job. He told me that he usually has coil cleaner spray, but he was out. I looked in there after he left & it was dirtier than before he came.
This is the 3rd time I've called them & they don't fix anything, gave me a est on fixing my refrigerator of $900 plus before my warranty when into effect. I just bought a new one. Save your money, don't deal with Sears PROTECT WARRANTY or Sears HOME SERVICES, It's a rip off. I have pics. Im going to try to post them.
2 years ago
gabe napoli Cary, NC
When you call into the 800 number and speak with a representative. The fist thing they ask is for is you phone number. We give them the phone number and they say they can’t find it in their system. Meanwhile your like what the heck. You give them your number again for them to then ask. What is your address. You proceed to give them your address for them to tell you that you’re not in their system. But wait. I have a work order number. You give them the work order number and bamm. There is you name, phone and street address. To get to this point takes entirely too much time. After they pull you up they will transfer you from department to department to department to department to department. Before you know it, you have a migraine and you spent all day waisted on just looking up your information in their system. This home warranty part of the company is garbage.
You know that they take your hard earned money out every month with no issues.
2 years ago
John Haynes Jacksonville, FL
If I could give no star I would:
Our refrigerator stopped working August the 26th 2023. I promptly notified the warranty department. Consequently, a service tech was dispatched and found the issues(s). He ordered the replacement parts which we received thereafter. Sears scheduled a repair date which later was cancelled. Another repair date was scheduled and also cancelled. The refrigerator was finally repaired on October the 9th. In the interval of the notice of August 26th and the repair date of October the 9th I had to purchase a refrigerator.
$282.97 Remaining contract amount was subtracted from my checking account.
During the interim I purchased two coolers and multiple bags of ice of which I'm am not enumerating
2 years ago
Lin Batten Sacramento, CA
I have had a Sears Home warranty plan for 4 years. A couple of weeks ago my refrigerator went out. I scheduled service under the warranty plan. Long story short it was the weeks before refrigerator was repaired. It was impossible for me to talk to a live person with the warranty plan. When I called to cancel my plan I was told that if I called the plan prior to the end of the term (7 months in the future) I would have to pay the difference between what I paid for the service call ($100) and the cost of the parts and labor for the repair. I was told that this was in the terms of the contract. Apparently I didn't read the contract closely enough. This is ridiculous and I'm not stuck paying the monthly charge for the contract for 7 more months since the repair was expensive. I strongly advise people NOT to purchase one of these warrantees. The Independent repair company that did the repairs was great but dealing with Sears to schedule the appt and get updated was abysmal.
2 years ago
Walter Haywood North Las Vegas, NV
Sears Repair Issues
Sears Appliance Repair Issues
A Sears technician came to my gate (of which I left easy instructions for him to gain entry) he took a picture from outside the gate , sent a text from their system to cover his butt and left. We didn’t miss each other, I was home and the technician didn’t follow the directions to gain entry past the gate. He never made it to my home. Their call system is so bad that it’s difficult to talk to a human when their technicians take it upon themselves to leave an appointment without making at least a second attempt to contact a homeowner. I have two numbers listed with them and I did not receive any calls. I ran to the gate within 30 seconds of receiving the text that the technician was at the gate and he was gone. I attempted to call Sears dispatch but luckily i gained access via the warranty line. They connected me with the repair line and I received a callback from the dispatcher at 12:30 pm and she told me I would be placed as Sears repairs next call. I sat outside in my front yard from 1 pm until 7:15 pm and for the second time in 48 hours, another no call, no show from sears repair. The next day I received a call from a computer boot that said I missed my appointment and needed to call them at the 800 number to reschedule. It has been 14 days that we have been contacting Sears to repair our Washer, the parts arrived Monday and have been sitting on the washer. There doesn’t seem to be any leadership or away to inspire accountability in Sears Home Repair Services System. They lack common respect for their customers. Save your money and get someone off the streets to perform repairs on your broken appliances, you’ll be better off. WH
On Oct 13, 2023
2 years ago
Debra Taylor Chesapeake, VA
I have had a contract with Sears for several years. It began with the purchase of a new Kenmore washer/dryer set from Sears Greenbrier Mall Chesapeake. My initial service calls were routine maintenance. My experience with Sears Home Warranty became challenging when I decided to purchase a contract that included other appliances. Late part arrival, no-shows, scheduling problems and appliances being down for extended periods of time were difficult to deal with. I left one good review when my built-in oven was finally repaired. It had been down for almost two months. It was the same case with my washer. The repairmen were professional but the process was never smooth.
2 years ago
Debby Moe Minneapolis, MN
I wish I had read these reviews before I spent over $900 on the appliance and full home warranty. I have had nothing but bad experiences with the company since day one. From them signing me up with the wrong coverage to charging me monthly instead of yearly as I asked and confirmed the amount with the man on the phone, to not booking my appointments for repair on the correct days, which again I confirmed verbally with someone over the phone when making the appointments on my only days off. There are no phone numbers to speak to a human for the appointment problems, only a automated system that you can't talk to to figure out why they didn't schedule correctly. All you can do is reschedule or cancel appointments. The entire program is ran through call centers in another country.
2 years ago
Vic Myrtle Beach, SC
10-5-2023, In the second drawer of the fridge, the lights started flickering and then went out, well almost. There are 2 lights that can be seen underneath that illuminate the drawer. The light on the left is very dimly lit now and the one on the right is out completely. I placed a service call will Sears Warranty service. I got transferred 4 times going through 2 Indian men, one Filipina woman, and one Indian woman whom ended up being the last person. She asked me a couple of questions then before even scheduling an appointment for me, instead started hounding me to buy a warranty service for all of my appliances. This must have gone on for 10 minutes! I told her I was not interested at least 6 times! She was ultra-persistent and really annoying. She finally managed to schedule me an appointment for the next day between the times of 8am to 5pm. I asked if we could shorten the time span and she put in a request for 8am to 12pm. Of course that never happened and neither did the actual appointment! I never got any calls, nothing. So, I called and got the automated line which told me that my times had been changed to 2:15pm to 4:30pm. I was okay with that. 6:00pm rolls around, nothing. I called and got the automated line again and this time it told me my timeframe had been changed to 8:15pm to 10:15pm! This is Friday night. I called the line again at 7:00 pm and was going to cancel the appointment and got another Filipina woman on the line. After all of the BS, explaining, etc she said someone would call me and reschedule the appointment for me in an hour. I never received the call but received a text a little over an hour later telling me that my appointment was scheduled for 10/10 with no timeframe. No one called to ask if that day was okay. I have already wasted 11 hours waiting for the idiots! This is UNACCEPTABLE service!! And to think that woman was trying so hard to sell me a warranty service, HELL NO, NEVER!!! Update 10/10/23, the service tech showed up on the morning of 10/10 and luckily had one spare light on his truck. The service department didn't even tell him what the problem was with our fridge after I thoroughly explained it to them! They had "Error Codes" listed as the issue. Anyway, he replaced the light and all is well for now. The tech was nice and knowledgeable. The Service dept needs serious attention though!
2 years ago Edited October 11, 2023
Old Man South Deerfield, MA
The technicians are fine. No problems. It is trying to talk to somebody in India where the customer service reps are located. The first rep is always a wasted of time. And yes, English as a second language makes it more difficult to communicate. So this is a tough call because I do like the technicians once you can get an appointment set up. Lastly, the price of a Master Protection Agreement is now twice the price.
2 years ago
Matt Hughes Kailua-Kona, HI
How stove was under Sears Warranty for 20 years. The stovetop cracked. We called the Sears Technician. He came and said that he would order a replacement top. He said that he had replaced tops before and our only charge would be the $75 for the diagnostic visit. We called a week later for the status. We were told the part was "no longer available". We were told that our oven would be replaced under the warranty. We called again a week later. We were told that a replacement oven couldn't be found, and that a check would be sent to replace the oven. We called a month later and were told that the check would not be sent because the warranty didn't cover non-mechanical failure. We hate Sears Warranty. We canceled our policy.
2 years ago
Grace Guthrie TX
I wish I would have read the reviews on sears home warranty prior to signing up. This is the first time I have had the need for a repair. I have been without a dryer for a month! The service man came out said he had to order parts. My return visit was scheduled for the next week. I received emails that they were coming on Tuesday between 8 AM and 5 PM. No one showed up! No courtesy call or email! Very difficult to speak with a person! My visit was rescheduled for today. Got an email mid morning that my appointment was rescheduled to Monday. I am an amputee and have much difficulty hauling wet clothes to have them dried. With the amount of money I have put out for this service and the out-of-pocket service call I could have bought a new washer and dryer! I am very disappointed. I wish I would’ve read the reviews prior to electing sears home warranty! They are horrible!
2 years ago
Kenneth Rosenberg
Sears Home Warranty Plan
Wow I almost don’t know where to begin. This has been a TOTAL nightmare and now it just got even more ridiculous. I’m amazed they are still in business. Now for the saga. Our GE washing machine was leaking so we called Sears appliance repair. A repairman came out and checked the machine for us. The filter was clogged, heck I didn’t even know it had a filter. He cleaned the filter and sold us the “protection plan” for a reduced cost of his visit. We bought it who doesn’t want to save money right? Well that was a HUGE mistake. A little over thirty days and it was leaking again. We called and the same person came out. This time the filter was full of plastic shavings. The repairman said it would cost more to fix than a new machine would cost. He submitted his report to the company. We waited weeks and weeks and heard nothing. I called again and was told now that the parts are no longer available and they would replace the machine. We well receive an email within three days with the details. SURPRISE, no email! So I called and after chatting with more than 5 people was told a technician would have to come out and REverify that the machine ,,,,,,,,,, whatever. I told them that makes no sense. Now I have to wait until next week for that to happen and then at some point get a new machine? Don’t count on hold on this gets better. I told them that was silly and i literally have almost no clean clothes at this point. It’s been about a month and a half. So I get transferred around a few more times and get to where I “think” I’m at a higher level. Now it really gets fun. So I go through the entire story again. Then he says well this is a pre existing condition and it’s not covered. My thought was well you don’t play by our rules so no washer for you. I said then cancel my plan I can just go buy a new washer. He transfers me to the cancellation department for a second time today. The lady again tries to talk me out of cancelling. I told her the story and she says well that’s not pre existing then. I agreed with her but I’m tired of it all just cancel my plan. Well I finally got it cancelled but guess what. I owe an additional $165.00 dollars. DO NOT BUY THE PLAN, you will die of old age and still not have what you need.
2 years ago
jerome mcclain New York, NY
My dryer was broken on August 18,2023 my appointment was made and the technician arrived on time and diagnosed the problem, he told me he was ordering 3 parts and to call him once they arrived at my house,.On August 22 2023 two of the parts arrived so I waited for the third part for two weeks before I called and was told the part doesn't exist.I was then told a resolution would be decided in a week and call back.Called back for three weeks and was told the same thing waiting on a resolution no its seven weeks in a nd told to call back on Monday October 2,2023 for a resolution on when they are replacing my dryer unbelievable, this a horrible company with a customer service that knows nothing STAY AWAY FROM THIS WARRANTY COMPANY!
2 years ago
Review Source
Steven
These people are a joke my washer machine broke June 12th 2023 it is still currently broken every day I call them they have a different excuse starting with there's no order for parts on my washer then they make an appointment to send a technician to my house he never shows nor do they call to let me know when I call them they say the truck broke down so they make the appointment for 2 days later 10 minutes before technician is supposed to be there I decide to call they do not know what I'm talking about they said an order was never put in for my washer you pay for a year and you don't even have your washer repaired when it breaks your best off going and buying a new one from Home Depot getting the 5-year warranty that comes with it calling it a day speaking to those people on the phone with Sears are like speaking to an untrained dog horrible service do not recommend each year price goes up service goes down.
2 years ago
Jeffrey Baker Slidell, LA
Our refrigerator broke in early June 2023. Repairmen came out 4 times. 1st repairman replace some parts; unfortunately it did not fix refrigerator. Finally approved for replacement on August 23, 2023 but cannot get replacement until they issue replacement cost. They tell us to call back every 3 to 5 days and we do. However, we get told the same thing and person we are speak to on the phone. They do not have an email and cannot give contact information of their direct supervisor. It is now 9/18/2023. I plan on reporting Sears Home Service to Better Business Bureau, Consumer Fraud Unit of our state Attorney General, and Consumer Protection Agency of the Federal Trade Commission. If you have had a similar scenario with Sears Home Warranty, please report them to the above agencies. It may not get you the promised replacement, but maybe it will lead to them getting investigated, fined, having to pay reparations, or possibly being put out of business. If you are considering getting a Sears home warranty, save yourself the aggravation and money and do not get one.
2 years ago
Jackie Paletta St Louis, MO
Less than 1 star. The WORST customer service. Had a repair man here 8/22 & he ordered all the parts to fix my washing machine. Set for 9/5 from 7 am- 4 pm. I called at 7 and SHW said someone would be here today. Never received a text or an email to update me. At 4:15, I went online to find out I am "re-scheduled" for 9/12. I wasted 9 hours waiting for the repairman and then to cancel without even a call or text or email! SO FRUSTRATING. Took me 5x to get someone on the line and then I was transferred 4x. "The guy said they are "doing their best." Their "best" is terrible customer service. There's "nothing they can do". DO NOT USE THIS SERVICE. I am now rescheduled to 9/14 so 24 days without a washing machine. They couldn't care less. What a disgrace to call this a warranty or service.
2 years ago
Dawn Cummings Bridgeport, CT
Sears doesn't deserve 1 star, but I guess that is the lowest rating I can possibly give. First of all you are given a generic date and time for your repair that means absolutely nothing. So when they give you a date and time for your repair, don't take that day off from work because it will be for nothing. The service repair shop they hire to do the work gives you the real actual date of the repair, which is never that first date they give. You will pay a $100 deductible on top of your monthly fee every time you schedule a "repair" whether or not they are able to fix your appliance. For example, I paid the deductible for my fridge, they were unable to fix it, but said "there is no option for a refund." The technician they sent in to fix my fridge literally sat on my kitchen floor for about 45 minutes, then eventually opened the door of my fridge, looked inside said "I can't fix this" and told me Sears would be in touch in 24-48 hours. (They never called by the way.) So he wasn't able to fix the fridge and I wasted $159.99 for this repair. They think they have the last laugh because they think they are keeping my money for doing absolutely nothing. I'm going to get in touch with my bank and see what I can do, but for now they refuse to refund my money even though they can't repair my fridge. You can tell by all the reviews on here that you don't want to do business with this company. I wish I looked here before signing up with them. Also if you want to actually talk to a live person at Sears, the ONLY way to do that is to say you want to cancel your service appointment, then they switch you over to a live customer service agent to argue with you about it. Otherwise you are going to talk to robots and phone trees, but no real people. So if you choose the option to cancel your appointment you can actually talk to a human. You're welcome.
2 years ago
Amjad Rajeb
I wish I could give zero star to this scam company. They take your monthly premium on time without delay they send you to collections if you are a couple days delay but they turn there back on you when you need them. My AC was broken during the current heat wave. They send a technician the next day to say that the compressor is bad and it needs replacing and we have to wait for a week to arrive but he highly suggested to replace the unite. After a week, the part arrived. The technician came install it, but the unit did not work for some kind of restriction in the coil, which was replaced by them a year ago. The technician then came to a conclusion thebthe unit has to be replaced. After 2 days, I received a call from Sears saying that they were sending another technician, which was bazaar. The new one came to find that the first technician took all the components of the outside unit, and he can't perform a diagnosis. Then he said the they approved the replacement of the outside unit and I have to pay $2490 to pay for the uncovered charges, quick note I purchased a new full unit for $6500 with installation so imagine that. I talked to them asking for a buy-out option. Which was a shock, the offered me $1000 to buy an outside unit. I don't know how to get these prices.
Please stay a way from those scamers. I don't know how authorities allow them to operate. Please cancel if you are already in. Don't give them any business. Let them make money out the $1000 outside AC unit.
2 years ago
JD Oneonta, AL
I’ve had the Sears warranty plan for a number of years. My luck was good in that I hadn’t used it in about 3 years. That changed when my AC unit broke on 8/7. I open a service request and the earliest they could get to me was 8/15. I was told my service call was between 8am - 5pm and the technician arrived at 7pm. He spent 15 minutes to diagnose the issue and stated he didn’t have a part with him. He proceeded to tell me the first he could get back is on 8/29. I escalated this calling the service center and was told that was the date because that’s when they would have the part. I knew this wasn’t true because the technician told it was a fairly common part, but the earliest he could get back to install the part was 8/29. Well I waited and on 8/24 (because my other unit for my second level of my house was running non stop) stopped working. I had a house with a temp of 94 degrees. I had to call a local company to come service both my units. This cost me an additional $760 out of pocket.
Needless to say, a once great company known as Sears is the absolute worst. The call center took forever to talk to a real person. The person couldn’t help me so I was passed off to numerous others. I was angry about the delay in service and the pass off made it worse.
I cancelled my service. At least I have an email stating so. They probably got this wrong too? What a nightmare!
If you’re thinking of this service I advise you - NO! Horrible.
If you’re a current customer cancel your service. It’s a complete night rip off. You’ll be left out in the cold, scratch that. You’ll be left in the miserable heat.
2 years ago
Ayanna Blackwell Chicago, IL
Do not partake in this service. I had a scheduled appoinment from 8-5 on Friday. The tech did not come until after 6., no one called to say that he would be late. Then when he came he didn’t knock on my door or call. He took a picture of my house and left. He didn’t knock. I waited all day for the service just to be disappointed with no service at all. I called customer service once I saw through a text that the tech said he came but no one was there. In that same text it also said to call the number left on my voicemail to see if I could get him to come back. He never called so there was no way for me to contact him. The 800 numbers are all automated so you can’t reach anyone. They were closed for the weekend. I called back today to inform Sears of what happened the manager did nothing to expedite my appointment I have to wait until Wednesday for the next available appoinment. Do your research before getting this service agreement with Sears, you will be left with no one to do your repair.
2 years ago
Angela Wall Silver Spring, MD
First of all, do not buy the Sears home Warranty. Immediately after you call for a repair you are given the run around from one company to another. Your Sears home warranty no longer exists, its now maybe the Cinch home warranty. You get charged a deposit of $ 100, but at a later time in order to schedule the appointment you have to pay another $ 100 or else you cant go on. I had an uneasy feeling that we were swindled with this home warranty. Each time I was dealing with another company with another name. All these companies now have my contact info.
Immediately after paying the first deductible, the company making the next appointment was called National Service Alliance. Then fI received confirmation from Cinch. Then somone from apple Home Appliance came to look at my fridge, He said he had to report back to "the company". which one? On checking the repair status, the company is Cross Country Home. Another company called Keepe Appliances made an appointment. it took multiple calls from different states and unknown numbers, as well as payment of another $ 100 to get this appointment.
Finally an very knowledgeable repairman came, approved the ordering of certain parts. Then back to Keepe. They have to get approval from "the company" , from Cinch Home Services.
I feared the worst, but they did give approval. The parts arrived at my home. Then another 2 weeks passed, I checked with Keepe customer service. Finally the repair was made by the same repair technician.
I'm taking a deep breath. Hoping that it is actually done. Because if I have any issues, I wouldn't know where to ask.
It took over two months from start to finish.
Don't be talked into getting this warranty. I did because a Sears person offered such expensive repair prices, that the warranty seemed like a good deal. A marketing gimmick. Also I was persuaded that Sears somehow still existed and by it's good name. Sears has been good to me in the past. But be assured. Sears is in bankruptcy. All these other companies are trying to make a buck from it's name, and unsuspecting customers.
2 years ago
steve yang Tampa, FL
If there is negative star, I will put them in that category. Since I was upsold the so-called "Warranty" service on June 18, 2023, when my Kenmore refrigerator broke down and I had to quickly find a repair service. The Goggle search for Kenmore refrigerator repair retuned Sears Home Service on top of the list, so I went with it.
Two months later, and more than one month into the Warranty contract, and hundreds of $ spent, my fridge is still not fixed - the reason - the part has not been shipped, after 2 months!
I made numerous calls to them and now they simply said, my service order was not found.
Cancel it for sure but I needed to consult my lawyer first to make sure they would not come after me with unpaid cancellation fee.
I wish to share my experience here to save others from being victimized like I was. Such company does not deserve to exist.
2 years ago
Kathy R Castaic, CA
I purchased the warranty when they were still in business. Back then, their service was good. When they were closing, they said they would still have the same home warranty service, so I agreed to purchase another three years protection. Their service is not what they used to be. In fact, I believe it constitutes fraud. Today, the service person did not show. This was the third reschedule since they failed to perform the service they said they would do. On top of this--twice now--they sent receipts for the services they did not do AND they even forged a signature from me, the client. I never signed, nor would I sign, for something they did not do. AND, this time, the guy "Patrick" did not even show up. I think they should be reported to the appropriate law enforcement or consumer protection agency--especially now that they are in the forgery business!!! Last I checked that's a crime!!
Wish there was a "zero" rating to click on.
2 years ago
Celia Wu Hillsborough, NC
Sears HOME Warranty is a scam! How can they sell something that does not exist? I did not check their reviews when I purchased the warranty. I believe many people, just like me, don't have the habit of checking reviews before making a purchase. Why is their business allowed to exist if the service isn't actually provided?
My dishwasher stopped working and it's making loud and weird noises. I called Sears Home Warranty, but you can't make a claim over the phone. Nobody (a human) will pick up the phone; the automated system will just block you out, no matter which option you choose. I went to my online account and provided them with the brand, model number, and serial number. However, I had to pay an extra $100 to file the claim, even after paying the monthly fee for years. Once I paid the $100, I submitted my claim and received a text message to schedule an appointment with a service provider, JCS Technology. No one picked up the phone, and no one called back to schedule an appointment.
I'm not sure if I will be able to get an appointment. Even if I eventually secure one, how long will I have to wait? A few weeks? And if they can't repair it, how much time will it take to proceed with the process of getting a new one?
If I decide to bear the loss and let it go, how can I allow this scam to continue, trapping more people.
Can lawyers help us to get them out?
2 years ago
Michael Corti Henderson, NV
I have been with Sears Home Warranty for a minute. The company that took over after Sear's declared bankruptcy is not centered on customer service. I am able to book service requests online with an eight (8) hour service window, or thru the customer service number with a two (2) hour window. However, AFTER booking an appointment for the service call, the actual service provider will follow-up by phone with the actual appointment date, which is typically one to two weeks later. The real complaint that I have is how many times a tech will revisit to get the repairs right. True, revisits don't cost more money, but the weeks that go by before any appliance is repaired is unrecoverable. The state of the current service is sub-par.
2 years ago
Nick DiCicco
They butchered a repair to my dryer last year which ended up costing me over $500 out of pocket for their incompetency. Now they are honoring replacing a washing machine that they could not repair. They recommended a specific replacement unit. Now they're telling me they don't have one to ship me. I've been waiting since May 5 for my replacement washer. They've moved the delivery date out six times! At the moment the delivery date is scheduled for the middle of July!!!! They are the ones that recommended this unit! You would think it would be something they had available to ship immediately as it's a replacement. The incompetency of this company is mind blowing.
2 years ago
allister blanco Roswell, GA
I put a service request in on May 15th. The service Tech came on May 17th and ordered the parts. It is now Jun 26th - 41 days since my refrigerator was diagnosed (that diagnosis bever updated in my cinch account BTW). 41 days and someone in case management finally told me the parts are backorderd. Noone at Sears ever made an atteempt to contact me evn though every time I called to beg for help (the agent swore someone would contact me, email me and tell me what is going on.) No update was ever given to me. I had to me my own advocate. This service is a complete waste of money. Steer clear of this. It is a unfortunately a garbage product.
2 years ago
Hellen kirkendoll Houston, TX
I had been using Sears Protection plan for years. And it was really good. But for the past 2 years it has been a total headache. There were 5 techs that came out to check/repair my refrigerator. But they couldn’t take the word of a 3rd party tech as to whether my refrigerator could be repaired or replaced. Which they sent out 3 of the 5 times.S after about 3 months I received a replaced refrigerator. And after 3 months it stopped cooling and the freezer stopped working. This far 3 techs have been out and I’m waiting for one of the 2 parts that were replaced 3 days ago. So we can’t keep food on the frig. So needless to say I’m very disappointed in Sears.
2 years ago
LBAnderson Patchogue, NY
My repair appointment was for Mon. 5/22. Sears canceled that day @ 10:30 a.m. I had taken a day off work to deal with the repair issue. I rescheduled for today & specified that I would not be able to have the repair after 1:00. I said this 3 times. I just received a call from the repair tech, 10 mins ago, saying he's on his way to my home.I am NOT home, as I stated I would not be. This situation is absolutely unacceptable!! I canceled the appointment & will never use Sears again. I will also advise anyone else I know (& on social media) how unreliable & inconsiderate the company is. Disgusting customer service!
2 years ago
Patricia Lloyd Albany, NY
I was talked into purchasing the warranty last March (2022) by a technician who came to fix my oven. He said it was going to be hundreds of dollars, but if I got the warranty, it would be a lot less (of course that's not including the monthly fee for 12 months). I agreed, thinking maybe another one of my appliances would break in the following year, and it would be a worthwhile investment. That turned out not to be the case, but that's the gamble I took. I have no complaints about the repair. It was over a year ago, and the oven is still in working order.
My complaint is with the "customer service" department. The way the automatic payments were set up, I was actually paying a month ahead of time. So, on April 1st, my credit card was charged for my May payment. I know this because the price went up from about $55 dollars to $64.79. My warranty clearly says the expiration date was April 26th. So, on April 6th, I called to cancel my contract. I was informed my credit card would be refunded within 3 to 5 business days. Well, about 10 days later, I called back because I hadn't received my refund. At that point, I was told it would be 3-5 days AFTER my cancellation date (which doesn't even make sense, because I had already paid my April payment in March! This new charge was for the future!). I begrudgingly accepted that, but guess what? No refund came my way. I didn't get around to calling them back until May 15th. At that point, the agent swore up and down he "sent the request to his supervisor" and it would be ANOTHER 3-5 days before I saw my refund.
Well, here we are 6 business days later, and I STILL do not have my refund. I called them again today, and asked to speak with a supervisor. I was told he was busy with a meeting, but given a "record number" which "100 percent" guarantees that the refund is going through, and I will see it....wait for it... in 3-5 business days! I am livid about the whole thing. Essentially this company is stealing money from me! I have already made 4 phone calls to them in the last month and a half. I can only imagine the amount of people who don't notice or don't have the energy to deal with all of this, and just let them take their money. This company are complete scam artists. It's despicable.
The Sears name used to mean quality, and it's a shame to see it come so low.
2 years ago
MELODY Y CARR-FORTNER Branson, MO
Worst customer service ever!! when you call you get someone in india!!!! They refuse to let you talk to a supervisor. Kept canceling appiontment at the last minute it took 6 weeks to get my Washer fixed. I wll not ever renew my warranty with them again, nor will I purchase another sears product. When someone finally came after them canceling the first appointment. The repair guy said it was fixed, I didn't even get 1 load of clothes done. Called him and he ordered parts, that should have been done instead of telling me it was fixed! The Parts came and I called to tell him the were here. Then the sent a text telling me my appt. was confirmed on the same the appointment was scheduled and 15 minutes later they canceled the 3td scheduled appt. I still had repairmans number in my phone. I called him and told him I was HOT that this was not acceptable, he made some phone calles and came that day to fix it. I during this 6 week timetalked to multiple people on the phone of which none were in the United States. Chated with multiple people and I doubt they were in the US either. Was lied multiple times about schedualing and that a Supervisor would call. Didn't happen.
This is the 4th or 5th time that my machine has had to be repaired. Will not do it again. Beware!!!
2 years ago
RETIRED ARMY Portland, OR
I first purchased the plan when Sears ran it, when my Kenmore refrigerator died, we called they said they had no service techs in my area. They sent me a letter authorizing us to hire a local tech. We did. The plan refused to pay the $117.00 service fee and tried not returning the $75.00 they charged me for trying to use their service. I had to go to the BBB and the Oregon Comsumer Protection Agency. The original contract said if they could not fix my appliance they would replace it with the current value model. They finally sent me part of the cost of my new appliance . They now want $299.99 for cancelling their service. I have had my plan from before Sears sold the repair business when Sears went bankrupt. They are trying to say I am cancelling early.
2 years ago
Jeff Colburn San Diego, CA
BUYER BEWARE, BUYER BEWARE, BUYER BEWARE!!
This business is not worthy of even a 1 star. I should have heeded all of the other negative reviews here about this service. My unfortunate recent bait/switch experience was re a water heater that needed replaced. Before I purchased the warranty, their contract online that they recommend the buyer read prior to making a purchase states:
See their website at Cinch Home Services. Go to FAQ, then What is not covered.
Find the 'terms and conditions' link within the FAQ
See Section VII ' General Exclusions and Limitations'
VII. General Exclusions and Limitations
3. This Agreement shall not cover any Item(s) if they are:
...
* located outside the perimeter of the main foundation or a detached
structure (i.e., outside the outer load bearing walls of the primary
residential structure with the exception of central air conditioning
unit, main electrical panel, water heater) or unless specifically covered
with optional coverage purchased for Items outside the main
perimeter. These exceptions must be installed for diagnose and must
be manufactured for outside use or be located in a structure which
protects Items from the elements;
So we can read that water heaters are 1 of 3 exceptions to this so I decided to purchase the warranty. Fast forward, my water heater needs replacing and I find out that the contract that they provided after I purchased the service had the term 'water heater' conveniently removed so only central air conditioning unit and main electrical panel were listed. Long story short, they refused to cover the hot water heater since it was located in our detached garage.
Other observations...
1) their Authorization Desk staff hide behind the customer service reps and won't speak to you or hear you out.
2) FYI...there is a clause that states you must keep your subscription active for the full 1 year term or face financial penalties(shame on me for not catching that).
3) their customer service reps ask you the buyer to be patient with them and at times wait several minutes while they discuss whatever it is they discuss with whomever...but they will not show you the same courtesy.
...shameful and horrendous business practices.
2 years ago Edited May 25, 2023
