Sears Home Warranty Reviews
Is This Your Business?3.1
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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
1 year 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.
1 year 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.
1 year 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!
1 year 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.
1 year 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.
1 year 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!
1 year 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.
1 year 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!
1 year 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.
1 year 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.
1 year 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.
1 year 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.
1 year 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.
1 year 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.
1 year 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.
1 year 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.
1 year 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.
1 year 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.
1 year 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?
1 year 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.
1 year 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.
1 year 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.
1 year 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.
1 year 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!
1 year 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.
1 year 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!!!
1 year 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.
1 year 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.
1 year ago Edited May 25, 2023
Nicholas D. Smith
I just got off the phone from the 4th time I called Sears to try to get them to make good on the warranty I purchased from them for my Craftsman Lawn Tractor. I have been told different things each time I have called. Each time, I was told that I needed to wait 72-hours for them to find a technician and then get back in touch. Each time, nothing happened. This last time I called, I was told to hire my own technician (at my own expense) and then submit a claim to Sears, who could then evaluate the claim and decide whether or how much to reimburse me. For this I paid over $500 for a service that I was told would be all done by them without any further payment by me??? Two words: rip off.
1 year ago
Patti Goodall Belmar, NJ
Sears Home warranty has the worst technician and even worse customer service DO NOT USE THIS COMPANY. TECHNICIAN TAPED WIRES IN MY DISHWASHER SO IT CONTINUALLY WOULD SMELL OF SMOKE. SEARS SENT THREE DIFFERENT TECHNICIANS AND NOT ONE REPAIRED IT. WHEN I EVENTUALLY HAD TO BUY A NEW ONE
INSTALLER FROM HOME DEPOT TOLD ME THAT THESE TAPRD WIRES WERE A DANGEROUS FIRE HAZARD AND WOULD HAVE EVENTUALLY CAUSED A FIRE. SEARS TECNICIANS ARE DANGEROUSNOT SKILLED SOME DONT SPEAK ENGLISH AND MOST ARE SKETCHY TO SAY THE LEAST. DONT PUT YOUR LIFE IN DANGER DO MOT USE SEARS HOME WARRANTY OR CINCH OR CROSS COUNTRY THEY SRE ALL THE SAME SEARS COMPANY JUST SCAMMING YOU ANYWAY THEY CAN WHAT A DISGRACE
1 year ago
Mary Knellinger Palm Harbor, FL
The enrolled me in monthly billing for $59 a month. I never used it and when I tried to cancel it I had to argue with the representative to cancel the account. He just wouldn't do it, no matter how many times I said I didn't want it anymore and to just get rid of it. He refused to put me through to a supervisor. I argued with him for 10 minutes about how I didn't want it... he did not care and then told me I didn't have to be so rude. Rude?! You know what's rude? Not cancelling an account when asked politely to do so. I have never experienced anything like this in my life. I will never use Sears for anything again. Unbelievable.
1 year ago
Thomas Cook Chesapeake, VA
First, they have made 100% of the repairs required on our appliances; however, those repairs typically take 2-3 weeks. You cannot call them on the weekend, nobody is home. Their automated services is not customer friendly, and more than once our service was delayed because we could not properly connect through that system to let them know that the part we needed had been delivered. Your money is better served taking the monthly payment plan and putting it in a savings account to purchase a new appliance when it goes down. Sears has automated its system, you will not talk to a human, which means NO customer service.
1 year ago
lyle wing Oakland, CA
DO NOT USE SEARS REPAIR OR WARANTY PLAN!!!!! i signed up after a water softener repair, had a excellent tech come out and fix my softener and everything was fine until he offered me to save money by buying the warranty plan!! huge mistake, after 4 mos i felt it was too much money and wanted to cancel, then the fraud customer service took over. saying i needed to pay a early cancellation fee that is no where in the contract paperwork and agreement. after 3 calls and threating my attorney to file law suit, they finally cancelled my warranty.
they are fraud sweatshop reps that i am now writing to better business bureau to report.
DO NOT CONSIDER!!!!
1 year ago
TashaNix AL
My washer went out in December. First appointment was January 9th and cancelled, second no call and didn’t show up. The technician John ordered a sputch and motor without even calling or looking at the washer on January 25th. Cancelled again in February rescheduled and came out a few weeks later. Only put the motor on and left the sputch he ordered in the box and said it was fixed. Well it wasn’t! Made another appointment for March 15th remind you they say 8-5 for an appointment. He didn’t call or show up but without coming to check what was wrong ordered a pump. So I called again that evening and set another appointment and was told they wouldn’t send the same technician. So March 31st actually came and said oh it’s definitely the hub which ordered a hub kit. When I told him I wanted all parts he ordered put on he looked at me sighed and didn’t say a word. Within 10 minutes told me the screw in the agitator wouldn’t budge and he needed to order a screw and agitator. Well when my husband got home he looked down at the screw and had scratches to the right. So he was tightening it instead of loosening it. Just didn’t want to put all the parts he ordered without my permission or speaking to me in the pass 4 months. So here I am with another appointment in 2 weeks might show up and might not. I will never use sears again!! And notice trying to put this review on here is you don’t check the positive yes I am unable to leave a review. But really hope this helps others and know that the warranty isn’t worth it! Minus well get a new washer. I will tell everyone that uses GE products they are great and don’t run into all this.
1 year ago
Bernard Saint The Dalles, OR
Thank goodness I got out of this joke appliance coverage early and it only cost me $124. I realized this "sears" warranty was a joke after waiting 3 weeks for a pathetic old repair guy to come out, miss diagnose fridge replacement part needed and then telling us it would be another 3 weeks for him to order the part (cooling fan). I went ahead ordered the part amazon 2 day shipping, I then easily installed it in my fridge and it did not fix the problem. Our fridge was quite old anyway, so I paid for a new fridge and cancelled the "sears" warranty, which was not pleasant to deal with. I bought this crummy warranty under pressure of being without a working fridge and made a bad decision in doing so, never again!! Plus it does not cover portable dishwashers / microwaves, only built in's.
1 year ago
Tessie Villarreal San Antonio, TX
We have had nothing but problems in trying to get our appliances repaired. Additionally, we can never reach a live person to talk about the problems. Everything is done via text or email. I am going to cancel our service and would not recommend them to anyone.
We are still waiting now 4 months, and 3 visits later for the repair of our wall oven. We are also trying to get our washer repaired and had a date set 2 weeks in advance. On the day of the appointment we received a confirmation in the morning. Then at noon we received an email advising that they appointment had to be moved 5 days back.
1 year ago
Richard Farina Queens, NY
Sears Warranty ( cinch) is the biggest ripoff imaginable. They could not get parts to repair my Sears Elite dishwasher so the replcement they offered was the bottom of the GE(which has a plastic tub and is the cheapest diswasher carried by Lowes). When it was delivered(months later), the dlivery man was supposed to install it but couldn't. When I called they they would pay $75 for installation. Local plumbers charge $175 minimum. Each of my complaints were met with "I'm sorry but that's it". Trying to talk to anyone in a position to do anything was impossible. My worst experience ever with any service company. Don't even consider signing up. They are unresponsive thieves.
1 year ago
Lisa Gaede Santa Barbara, CA
I would not suggest this for a warranty program. They take very long to get with you and very long to get back to you. We have been waiting for our claim to be completed. Sadly, it feels like a bit of scam. We paid the initial fee and have had a provider come out but they told us the parts are not made any longer and someone will be reaching out. We got an email today after waiting 3 weeks. The email suggested we should have had a part arriving. I informed them there is no parts arriving as they are no longer made and they told me to call customer service. I did but I can't get through to a real person. I have been on the phone for 3 hours, Once I did get a real person and he disconnected me. All the other times you have to put your phone number in, or the claim number in and the automated system tells me they have no records for us and it literally drops us with no option to talk to a real person. I am canceling the warranty and giving up. Hope this doesn't happen to anyone else.
1 year ago
LeighAnn Bryant Bedford, TX
STAY AWAY!!!!! Do NOT get Sears warranty services!! The "warranty" is an absolute joke, and the customer service is horrid. Rude, uninformed, incompetent people who will only argue with you and tell you that you need to speak with someone else. Then they tell you that you need to speak with someone at the same number you just called and spent over half an hour on hold. So frustrating and such a complete waste of my time. I have spent over a dozen hours trying to get a resolution and still have not. I was completely lied to and scammed into agreeing to this warranty by a technician who came to fix my washer. He said he "fixed" the washer, but that he expected it to have more issues (how did he know that???). He said I could sign up and cancel "at any time" without any additional fees (his first lie), and that if the washer had issues at least 30 days after purchasing, they would fix or replace the washer (another lie). He said it would only be considered pre-existing if I called in the first 30 days (another lie). It worked for 4 months. I called about it breaking down again 4 months after enrolling, and the technician said the job was "complete" (even though the washer still didn't work), and he marked it as needing replacement. A couple of weeks later, after absolutely no communication from Sears other than things like, "I have no information for you," I found out it had been denied for replacement as it was "pre-existing." Then out of nowhere, a part showed up at the house. So, another technician came out and said it didn't need a part, it just needed some filters cleaned out. After that, it worked for about 3 weeks, but it broke down again. Sears is refusing to fix or replace my washer. And when I tried to cancel, they said I owe them money since I was canceling before the year was up. It has been extremely difficult to talk to a person there, and no one I have talked to has ever been able to resolve my complaints. They promise and swear someone will call me back, but no one ever does. They just don't care about anything but getting money from you. They have scammed hundreds of dollars from me, and I still have a broken machine.
1 year ago
Dianne Kapaa, HI
I’ve been waiting to have my dishwasher repaired since November 2022…. It’s now February 22, 2023!
I’ve been told they are still waiting for another part. If I look on the computer at my claim, it says it hasn’t been diagnosed yet. They are really messed up.
I was able to talk to a live person once a couple of weeks ago and asked to have my dishwasher replaced seeing as they couldn’t find the part to repair it.
Do not buy their home warranty. Very few people get their moneys worth out of it. I thought I would get a new appliance for anything that broke but I didn’t read the fine print.
1 year ago
Betty Bird Fresno, CA
Do not ever get a Sear Warranty. Sear Warranty is a total scam They take forever to answer the phone like over an hour then to put the work order in another hour. Once the order is in you wait over a month to get it serviced. They charge you $75 fee just to come out and then take another month to get the item needed and return to repair. If they cannot fix the item they will offer you a replacement at less than 1/3 the value of your item. They do not replace your item at equal value they come up with some inferior product that cost 75% less than the item you insured. It is as if you insured a Mercedes and they replaced it with a Toyota. Then when you try to cancel the warranty they threaten you. We were told that even though our claim was opened 11/2022 and in 2/2023 we were still waiting for them to fix our item, if we terminated the service they would drop the open claim and never fix our item or give us anything for our dishwasher. So they held us hostage until we accepted the $600 dollars for a $2,600 dishwasher. We had paid the Sears warranty for years! They had made so much money off of us already. They could have paid the actual replacement cost and still made money, but they are corrupt and this whole warranty is a scam please stay away from them There are several reputable dealers and Sears is ranked a well deserved terribly low 1 star, would be negative 10 if that was an option.
1 year ago
John Johnson Jonesboro, GA
If I could give Sears a negative zero stars, then I most certainly would. Since our Sears Home Warranty was acquired by Transform SR Brands, LLC I have been trying to get my heat pump repaired since December of last year. Their customer service is really horrible. They repaired it in mid - November and it only lasted until the week of Christmas. Since then we have had several different scheduled appointments and different technicians. They would cancel appointments and re-schedule, cancel and re-schedule. Each time there is something different or they have to order a new part. We have had to purchase several space heaters to keep our home warm during these cold Georgia days and we have had temperatures well below the freezing mark. I feel that the people Sears sends to repair the product are not qualified to work on the unit. They have put so many (so-called) new parts on this unit till it should work like a new one. After all there is so many new parts you can put on the unit before it is considered RECONDITIONED. I have made several attempts to call in my complaint BUT I keep getting transferred to an automative system. I purchased this unit from Sears and THEY installed it AND that is why I purchased the MASTER PROTECTION AGREEMENT. I am not a HAPPY CAMPER!
1 year ago
Rada Anaheim, CA
I have been trying for over 3 weeks to get my refrigerator repaired. The technician came out and said we needed a fan and a control board to repair the fridge. Both parts were ordered but only the fan was shipped as they canceled the control board order. After multiple communications via their website this was a complete waste of time . I called multiple times and when I was lucky to reach someone on the phone I was told they canceled the control board because they said it wasn’t needed so they scheduled another appointment. When the same tech arrived now 3 weeks later he said he was shocked they canceled the part and would be “pissed” if he couldn’t repair the fridge. He installed the fan but the fridge still did not work! He claims he ordered the control board again but I still have no update as to when the part will be shipped. This is VERY FRUSTRATING and I would warn everyone DO NOT SUBSCRIBE to this warranty program! It is a waste of money and time! If after 30 days they can’t repair it they’re supposed to replace it. I have a KitchenAid fridge so I will be curious to see what they actually do and that is if I can actually talk to someone there that knows what they’re doing!
1 year ago
Steve Birmingham, AL
Sears home warranty need to close their doors. Please do not even consider this company. Every service tech i have dealt with is so unprofessional. It is almost impossible to talk with a live agent. If you do, you have waited on the line for over a hour or more. Sears or transformco what ever your name is. Your service is so below par there is not a number I can place on it. You guys need to revamp your entire field team. I can not believe you all let your service guys go into people homes. I usually do not leave reviews but, this company has taken the cake. I looked at the other listed reviews and see that I am not the only one that feels this way. Reviews are meant to help you. Sears you got to make some MAJOR changes. Sears use to be the top of the line. Transformco you guys have put this company under the mud. You can change this if you really cared. Your prices are good. That is all I can say good about you all. I will end with this. Your service techs are the absolute worst. It may be different in other areas. I have taken days off waiting on you guys then you call half way through the day and state your tech said they can not make it. I even had one of the tech lie and said I cancelled the appointment because I had a hair appointment. I could go on and on. Please shut down. The public do not deserve this or do something to change this now not later. So SADDDDDDDDDDDD
1 year ago
Orville Haye
Worst experience ever wish I could give no stars..
Had an issue with my refrigerator so call the number inside. Which happened to be Sears service number. The initial experience was ok I called they sent out a tech within few days. Things changed up when the tech came and I was talked into a warranty plan that I told wouldn’t be all to use until 30 days after purchasing. Because I was told the work that needed to be done will cost the same as the warranty .. I agreed to the warranty as it was my ice maker that was broken and not the whole fridge and I’ll have the warranty just in case.
When I called in after the 30 days to get schedule my appointment I spoke to a live person that told me they had no one available for 3 weeks. But the needed a $75 deductible to schedule me. After hearing that I told them I would call back as I wanted to research other options.. When I finally called back as I figured I already paid an initial service call fee and for the first month . When I called back everything was automated and I was sent a link to pay $75 deductible before they could assign my job. I couldn’t talk to anyone to see how long it would be before someone came out before I paid. So I paid and was given a dater about a week out.. with a window of 8-5 .. when the date came I took off work and stayed close to home so I wouldn’t miss them.. they never came or called but send a text an hour after the window and reschedule me to a date I never agreed to.. when that date came they did the same thing no call or show only this time the company called 30 minutes after the 8am-5pm window to say supposedly the drive was having technical issues and they wanted to reschedule. After 3 rescheduled appointments /no call / no show .. and I request my $75 from the service I never got.. they told me they would return to my account.. 3 weeks later nothing.. and told if I want to cancel I have to pay them $50… I have already paid for 2 service calls and made 5 monthly payments.. and my fridge is still broken.. I have to see if my bank can assist with stopping this draft..Stay away.. don’t get taken too.
1 year ago
Amaresh Kulkarni TN
Looks like 1 is the lowest rating for this company one can give. Here is the reason for my rating:
Any claim that you submit, will take at least a week for the third party repair company to attend, though you have to pay the deductible immediately. If the repair can be done immediately well and good, but chances are they don't have a part or need additional diagnosis, which drags on for couple of weeks, and SHW has no oversight/control on any of it. They don't even have quick report back from the third party on a timely basis. It took over a month for me to get to fix my Microwave thru this warranty, and it never happened. The only way to get any update was to call in to their service, which is highly sophisticated, and all it does is send an online link to the claim status. Useless!.
This warranty service has been pretty useless, and a ripoff. I called into cancel that service, and OMG, it was like a fish market. So much noise in the service center, that I literally had to yell. Stay away from this company. I am guessing they will soon run out of business with their service quality.
1 year ago
Review Source
kristie dail Harrellsville, NC
The biggest scam/fraud I have ran up with in a long time. They sell you a warranty but after 6 visits and 5 parts later, still can't fix your washer that is only two years old. They have not honored the part of replacement. I've had no problem with the technicians, they have been prompt and even though I have missed a few days of work waiting for them. The window of time 8-5 is way too broad. You can't speak with a human when you call the Sears Customer Service and don't even try to chat, they promise you the world. I'm so disappointed I'm on my way out the door to cancel my warranty and see what money I can get back to put towards a new washer myself.
1 year ago
Erik York Las Vegas, NV
DO NOT purchase. They give 9 hour windows for repair. After waiting at home all day long they notify at the last hour. We aren’t coming reschedule. They didn’t honor a food loss claim when my fridge was clearly not holding temperature (50 degrees) the fridge wasn’t fixed properly fridge broke again 2 months later all my food went bad AGAIN. I try scheduling someone to come out. They gave NO warning before coming I had left the house for 15 min to grab something and all of a sudden I get a message stating they showed up and left. Was told they would come back that day waited until 7pm and finally got a hold of someone. Guess what. No notification they decided to just not come out and not say anything. THE WORST CUSTOMER service I’ve ever seen.
1 year ago
Jason Beckwith Ashburn, VA
I don't understand what happened to this company. The service was amazing and I recommended it to everyone I knew. However now, I can't seem to get anything solved and they are giving me the run around. I took off work to get my washer repaired and they have moved or canceled my appointment numerous times. Every time I call someone either hangs up on me, tells me they are sorry and will look into it and then hangs up, tells me they will call me back or their isn't a supervisor available. The service has gone to crap and the people seem to not care I'm the customer and they are here to support. I am very frustrated and will think twice before renewing which is a shame because I've had the service for over 8 years.
1 year ago
