Sears Home Warranty Reviews
Is This Your Business?3.1
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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
Toni Ford Gary, IN
This is one of the far worst companies you could ever deal with all the bad things you are seeing on this post is very true. We need service for our heating system on one of the coldest days of the year they told us they could not service us today so if we called someone else to service the problem they would not reimburse us. The next day come still cold outside they tell me the tech got a flat ok that is something he could not avoid happening but then the guy tells me they are going to have to reschedule this again. Mind you these are the coldest 2 days in Northwest Indiana which is December 23-24 2022. I will be contacting everyone answering a phone come Tuesday even the Attorney General because this is NOT how you treat paying customers that YOU have a contract with.
1 year ago
Hoa Nguyen Greer, SC
Sears have rescheduled my service 10 times and continue keeping reschedule. I am not sure they are ever coming to fix my refrigerator. They already took my money in advance and never come back to finish the job. I have noticed that if you are making a very first service, Sears keep the promise very well. They come with unexperienced technician and will collect you the money in advance and they said they will send other experienced tech to come to take the problem. Good luck, after taking your money, they won't come again. To get your money back, don't waste your time to call into Sears customer services. They will round your call to different departments until you are pissed and hand off. Call your credit card company and let them recoup your money and let them handles the crooked Sears.
1 year ago
Dave B Gig Harbor, WA
I should have researched and read the reviews before I entered into contract with Sears and A&E repair service. I am so so very unhappy with this service. I began contract with this service the middle of September, it is now Dec first and the freezer they were supposed to come to repair is still broken. I had to take three days off of work, one to diagnose, the second day for the alleged repair which they could not complete because they did not have all the parts. The third day they just did not show up. I tried all day to contact Sears and got the complete run around and dead end transfers to automated machines and after 28 calls and seven hours on the phone I have not been able to get anywhere with resolution. Finally I was able to reschedule so I can take a fourth day off of work so they can send someone else to try to do the repair. I AM COMPLETELY FRUSTRATED WITH THE LACK OF SERVICE!!!!!
** DO NOT ENTER INTO CONTRACT WITH THEM.**
The repair tech that came to the house was nice enough but I am not totally convinced he fully knew what he was doing particularly after he discovered he didn't order all of the correct parts. He also told me the company (A&) went from seven repair persons down to two. How can Sears or A&E provide such a terrible service and still collect money for essential repairs.
DON"T DO IT !!!!
1 year ago
Janet Proctor Upper Marlboro, MD
It would be zero if that rating was available. Two months ago I called Sears home services for an error code I received on my washer. the technician fixed that problem and I noticed while washing my first load, there was no agitation. I call Sears back a technician came supposedly a part was ordered, after 2 weeks I called for a status and was told they could get the part and someone would call me about replacing my washer, no one called. I called back a week later and was told the part was in order. Part came in to let them know a technician came out said the part ordered was the wrong part, I received all parts about 3 weeks later. After that 3 appointments were made with no explanation after I waste whole days waiting with no call just a text say it was rescheduled. Called customer service. Spent hours trying to get answers to why my appointments keep getting rescheduled with no explanation was finally told I needed to talk to someone in A&E I was given several numbers that lead to the same number where ther is not an option to talk to a person, the voice keeps repeating the appointment date that was rescheduled. I called customer service back to ask for a supervisor and was to I need to speak to speak to the contract provider, I thought I was talking to Sears the contract provider, after going back and forth she hung up. I am now at there mercy hoping a tech does not reschedule on November 30, 2022.
1 year ago
Timothy Johnson Dayton, OH
Atrocious service. My claim for an under cabinet microwave was assessed 19 days ago. The technician recommended replacement- the unit could not be fixed. I never heard anything from anyone about replacement though I made numerous calls to Sears Home Warranty Service. Then I learned the claim had been closed out. I also had a claim on an oven that wasn't heating properly. A technician recommended it also for replacement. I heard nothing back for 15 days. Called numerous times but still got the run around with no call backs. Finally I learned the claim was referred to another company for another diagnostic assessment. I spent 45 minutes on the phone waiting and talking to a service rep until the call mysteriously got terminated.
1 year ago
Julie Lynnwood, WA
We have been trying to get a repair completed on our refrigerator since September. We have had over 6 techs come out to service our fridge. Two weeks ago the tech said it was unrepairable and left without having done anything on our fridge and it unplugged. He said it would need to be replaced by the warranty. For the last week and a half I have been on the phone with Sears everyday. They kept telling me I need to speak to someone else. Then it would be too late and departments who could help were closed. I have spent hours on the phone with people. I have a special needs daughter with medication that needs to be refrigerated. They finally resolved that the right paperwork was never filed and that they had to send a new tech out. Now we are being told that we have to unplug our fridge for days to see if the issue will resolve itself. No repairs were done again. I am ver fed up with the system that they use and would not ever recomemnd this company to anyone. They kept assuring me that we were considered a medical emergency, yet they did nothing to make sure that we had refrigeration for medication.
1 year ago
Toni Williams Reston, VA
DO NOT BUY A HOME WARRANTY WITH SEARS!! I have warned you. I have been trying to get them via A&E factory service to fix my dryer since August, it is now the end of Oct. It is hard to get someone on the phone once you set an appt, too many automated systems. Mohammad is the worse with A&E. A&E is full of liars, scammers. I have been hung up by Sears reps and A&E reps. We have taken off from work 3 times (full days) and the techs have not shown up. It is such a joke, my co-workers are all bewildered, since they have heard my conversations with this company. As soon as my dryer gets fixed, I will be canceling this home warranty and I dare Sears to try to collects on the annual fee. They will be out of business soon anyway. This was such a joke. NEVER AGAIN.
2 years ago
Ssndra Baltimore Chicago, IL
I have been without my washer now for over 21/2 months,I’ve had 2 repair man to come & fix it ,the first repair man took it apart he told me I need a transmission, he order 6 different parts for the washer ,he couldn’t even put the washer back together,he said I have to wait 3 weeks for someone to return,on my return date they called the day before and said they had no one to work and I would have to wait another 2 weeks,another repair man can on this Monday October 24th unprepared.he didn’t have the proper tools to do the job,he said someone will be returning on October 31 ,you can’t reach customer service when you have an issue with your repairs.
I’ve had serval issues with them since the Sears store closed.
Hot water tank went out 4 months ago they told me they had no appointments for 3 weeks,
How can someone go without hot water for 3 weeks with a family of 5 ,I had to buy my own water tank and was out of more than $1,000
Sears take their payment every month & charges $ 100 deductible when you call for they service .THEY ARE NOT A RELIABLE COMPANY, ,DONT WALK RUN AWAY FROM SEAR’S WARRANTY SERVICE,IT SUCKS
2 years ago
Stephen Lieberman Boca Raton, FL
The person selling the contract gave us incorrect information on what was covered. For example, we were told that the price included systems and appliances, when what was covered was only systems. I had to add appliance coverage at an additional cost. I was also told that my two refrigerators and two air conditioners were covered when the contract only covered one. I was also told that the contract covered cleaning of my dryer vent - this too was not true. When my refrigerator had a problem the earliest service call available was 3 weeks. The service personnel were very competent and repaired my faulty appliances well.
2 years ago
Sharon Campbell Dundalk, MD
I have had service warranties w/several warranty companies. Sears is the worst. Overall rating ZERO!!!!. My error in not reading the reviews. Sears repaired my washer earlier this year. However, the washer is experiencing the same problem. My 1st appt was scheduled for Sept 9/23. Sears canceled my appt without informing me. 2nd appt, Oct 7, sitting at home all day 8:00a - 5:00p the service tech or Sears noted in their database that I was not at home.. LIAR. 3rd appt Oct 14, sitting at home all day 8:00a - 5:00p. Placed a call to Sears and while on the phone, I received a text message that my appt is Oct 26. DO NOT DO BUSINESS WITH SEARS. THEY ARE COMMITTING FRAUD & SCAMMING CUSTOMERS.
2 years ago
James Ard Clive, IA
I contacted Sears Home Warranty on 8/14/22 to come diagnose a Kenmore washing machine. The CSR attempted to convince me to enter a warranty contract. After getting the details of the service call and of the warranty contract, I informed the CSR that I would make a decision no later than at the time of the service tech's visit. The CSR gathered my cc information (Sears MC - Citibank) and assured me 3 times that the total cost to me would be $109 if I did not move forward with the repairs through SHW. Once the service tech (who was very polite) completed the diagnosis, I opted to decline the repair as the price was too high (and it was a component that I knew I could repair myself). I signed the declination which itemized the charges of the repair. One of the charges on the declination form was a fuel surcharge of $6.95. The charge that appeared on my CC was $115.95.......the fuel surcharge was added. I emailed NSChelp@searshc.com (as required when disputing a charge as there is no phone contact) and explained the situation in as much detail as this review. Nicole emailed me back and declined the refund of the fuel surcharge stating that it was clearly marked on the declination that I signed. She did not reply to any further emails. I had to dispute the charge through the CC company (citibank) in order to get my refund back. I will NEVER use Sears Home Warranty again and have shared my experience with I know who needs home warranty services!
2 years ago
Eric Huffman Angleton, TX
Sears uses Cinch for alot of their home warranty jobs. I received the worst service at any point of my life from Cinch Home warranty service, on numerous occasions. I understand if it was a one time deal, but it was every time I used their home warranty service. First the central air conditioning blower went out during the covid pandemic, and it took a month and a half to receive a York brand blower from New York during business closures (understandable). I had confirmed appointment(s) twice to have it installed, and took unpaid days off from work to be at the house for installation. Twice they failed to show up, or even call to let me know the part did not arrive yet. Upon it's arrival, they did finally come and install it, but the A/C still did not work correctly. They charged me the upfront $100 service fee to send a service person back out to find out they had installed the fan blower backwards in the unit. I called customer service 3 times to speak with them about a refund of the $100 fee. Each time they said they would submit it and I would receive it within ten business days. I never received it.
My A/C experienced problems again a year later but just needed a refrigerant recharge. Again I got a confirmed appointment, and again the never showed up. When I called customer service, they stated they never assigned that call to be serviced, and offered to put me at the end of the line to get service, a week later. After complaining, they put me on a "priority list" and said I would be contacted by a service rep within 24 hrs. I never received a call back. I again contacted customer service and they gave me a confirmed appointment again - one week later. When they again did not show up, or contact me, I had enough. BUYER BEWARE!!
2 years ago
Pandora Rivers West Palm Beach, FL
Sears is the worst product w/five year warranty I have ever brought. My very first time buying something brand new for my brand new house and 2 yrs in and 2nd repair!!! And now they wont fix my stove that has an electrical problem!! They used the excuse because of a few bugs to not fix your appliance's!! Who's to say it's the bug and not the faulty appliance's!! All the money I spent on this stove and it can stop working because a few bugs!! Never have I had something stop working of a bug. And I'm not saying I don't have bug issues, who don't!! But not enough to make the stove not work . They don't tell you that in the warranty... Digital appliance's at Sears aren't any good that's that! That's just an excuse. So beware when you call for a repair man and he sees 2 bugs...thats going to be an excuse not to fix your appliance. Im not spending another dime with Sears!!!
2 years ago
JERRY SEMBACH Bakersfield, CA
I've had Sears home warranty for over 2 years. During that time service has been horrible. It takes a minimum of two weeks to get anything fixed. I'm told they either don't have a technician in my area or he isn't available for several days. When I called customer service (several times) I was put on hold 45 minutes before getting frustrated and hanging up. This last time I was told that since they don't have a technician in the area, I have to wait 48 hours for them to find one. That was on a Thursday. My wife called back on Tuesday and was told she had to wait ANOTHER 48 hours for them to find a technician. No one called back and no one was scheduled. My wife called the contractor that had supposedly been scheduled to handle the repair. She was told no one from Sears had called back to confirm they were going to pay for it, so nothing was scheduled. By the time that was straightened out, it had taken 2 weeks to get a leaky toilet fixed! My wife then called to cancel the contract and was left on hold 45 min (again) before she chose the option to add something to the contract. The agent came on the phone right away, expecting to make a sale, and my wife canceled the contract. This program is FAR from a credit to the Sears name. Add to that this is the MOST EXPENSIVE home warranty I have ever purchased. Lesson learned. DON'T TAKE YOUR CHANCES W/ SEARS! There is nothing good to say about their service!
2 years ago
Cecilia Agostini Visalia, CA
Too bad there is not an option for ZERO stars!!!!! This is by far the worse customer service and home warranty EVER! Not only did Sears not repair my heater but Sears was a NO SHOW when it came to appointments 3 times. I opted to cancel my membership. I was not told I would be charged a cancellation fee. Four months later I get a notice that I had an outstanding balance of $ 310.32 through Accounts Receivable. When I called customer service I was transferred at least 9 times to try and get my issue resolved. My only question was if this cancellation fee was going to go to collections. NO ONE COULD ANSWER THAT QUESTION.
2 years ago
Huu M Seattle, WA
I will give 0 star to this company. It has the worst services. You can’t trust what the representative told you from the phone calls. You will speak to different person from each phone call which you have to wait for more than an hour and receive with no results. The repair technician wasn’t showing up on the schedule date with no explanation. When you call the Sears Service department, they just said you have to make another appointment, but if you call the Warranty department, they told you that you have to make the repair appointment through its department if you want the warranty to cover the repair cost. But if you speak to a different person from this same department, you will got told that you can request the repair appointment from that Sears Service department. All of the confusion conversations that I got to repair my refrigerator is still not results yet. So frustrating and not happy at all. Will cancel the contract once the unit is fixed.
2 years ago
Betsy Johnson Spring Hill, FL
RUN!! RUN AWAY AS FAST AS YOU CAN!! Just don't do it. I scheduled a repair for my lawn tractor on 8/3, sat around from the 8 AM - 5 PM. Called and was confirmed on numerous occasions my appointment was set but no-one could give me a technician status. NO SHOW.
Called back the next day and rescheduled for the following Tuesday. 8/9. Might as well, they don't give you any other options. Guess what....same song and dance. Another day wasted.
This outline doesn't even share the hours on the phone and promised phone calls (5) from their dispatch center which never happened.
Amazingly I called the cancellation team and they rescheduled for this Friday. 8/12. We shall see if they show.
My time and two year agreement fee would've been better spent taking my mower to the local repair center.
Note, I've been a Sears Warranty customer for over 12 years. Ever since Sears filed bankruptcy and Transformco took over their warranty business, they have sunk to a new low.
2 years ago
BBRob Tampa, FL
On 7/9/22 my Kenmore water softener sprung leak inside the unit, destroying the control board and more inside the unit. The worst part was not the repair date given me of 8/11/22. The worst part was getting placing a repair report. The automated system, and the on-line repair system would not accept my phone number nor my agreement number. I was told they show no warranty under that number nor a custmer with my phone number.
I paid annually to extend my warranty each year since 2002.. After about 2 hours trying using 6 different numbers from researching my warranty file, I finally found a sequence of choices to get to a person. The person showed my phone number and warranty information. There is a serious disconnect in their communications.
The unit bypass did not work and simply cracked when trying to close.
I had to shut off the water supply which shut off the water to the entire house. I could not leave the water shut off for over 3 weeks. I had to call a plumber to install a bypass which cost me $200.
The repair person came on the date promised and ordered a long list of parts needed to get it working - $601.00. I suggested he replace the 20 year old unit. It would cost less. He said he knew that but the company would not approve it. He gave me a date to return on 8/30/22 to fix it - exactly 3 weeks later.
I called about getting reimbursed for the $200 plumber charge. I was given the contract maximum of $50 plus a possible additional $50 waiting approval at this time.
The people I managed to talk to, especially the administration department dealing with refunds (Gil), were pleasant and sincerely ernest about trying to do what they could to assist with the limitations they had. I'm mad more at myself for spending about $250/year on an appliance I could replace for $600 to $1000.
I'm not angry about the reimbursement amount of $50 or $100 on the plumbing bill. I'm not angry about the lengthy repair time. I'm livid about the difficulty of reaching someone to help me and being cut off by the voice response unit when they didn't have my phone number and warrnty number.
2 years ago
Nir Benabu
If I could give 0 stars I would BEWARE A TOTAL SCAM Unprofessional no Communication YOU CANT TALK TO ANYONE WITHOUT BEING PUT ON HOLD FOR AT LEAST 30 TO 45 MIN EACH TIME
THERE IS NO ONE TO TALK TO THEY TOOK A 45 DAYS FROM THE START OF MY CLAIM TO TELL ME BY EMAIL THAT I AM NOT COVERED
A TECHNICIAN CAME OUT LOOKED AT MY FRIDGE AND SAID ITS NOT FIXABLE AND THAT SEARS HOME WARRANTY WILL CONTACT ME FOR A REPLACEMENT OR REIMBURSEMENT SO I CAN BUY A NEW ONE
THE EMAIL I GOT SID THIS
WE REGRET TO TELL THAT WE MUST RESPECTFULLY DECLINE YOUR CLAIM. THIS AGREEMENT DOSE NOT COVER ITEMS COVERED BY MANUFACTURE WARRANTY BASICALLY THEY DECIDED THAT I STILL HAVE A MANUFACTURE WARRANTY ON MY 6 YEARS OLD REFRIGERATOR IF THEY ONLY TOOK ONE MINUTE TO READ MY SERIAL # IT CLEARLY SAYS MINE WAS BUILT IN 2016 AND WE ARE NOW IN 2022 SAVE YOUR 69.99 A MONTH THEY WILL GLADLY TAKE YOUR MONEY BUT WHEN YOU NEED THEM YOULL BE GETTING THE RUN AROUND YOU WILL REMEMBER MY REVIEW WHEN AFTER YOUR FIRST CLAIM DONT LET THEM STILL YOUR MONEY
JUST SO YOU KNOW THEY GO BY A CUPPLE DIFFERENT NAMES LIKE SEARS HOME WARRANTY CINCH HOME WARRANTY AMERICAN HOME WARRANTY THEY ARE ALL OUT OF BOCA RATON FLORIDA BE CAREFULLY
2 years ago
Arthur Espitia San Antonio, TX
I can't rate lower than one. I am very disappointed and do not recommend this service. Have subscribed to home services since December 2019. My payment was collected religiously every month. I have been unsuccessful (past 8 months) in obaining a replacement for my double wall oven since January 2022. Customer service was no help and difficult to understand. I have noticed that several companies operate this service and don't know who is the primary to expedite delivery. Cinch Home Services is another company that recently contacted me with a new delvery date of October 2022. Not acceptable. I have paid for the price of a new oven to date.
2 years ago
AmarantheBlooms VA
I am a long time (16+ years) customer of the Sears Master Protection Agreement. While I've had good customer support historically, recently the red tape and circus act, has infuriated me to the point of cancelling my agreement and moving to a more responsive and respectable company. I understand product and part delays due to COVID and I'll flex with the best of us, but I am now officially in a 4-month endless cycle of pass-offs and delays regarding a washer that was deemed unrepairable, and approved for product replacement. I settled on an IN-STOCK washer and set a delivery date (rather lengthy 3 weeks) with the Product Replacement Department. Two days prior to delivery, I receive a call informing me that my washer is not available and they must reschedule. Again, 3 week delivery window. Tonight I receive a call informing me I need to reschedule my delivery set for tomorrow for another week. After making it through several departments (1 hour) I speak to a case worker who informs me I must either wait or cancel and pick another product, they will not provide a cash payout and put me out of my misery. Understand I purchased the matching dryer out of pocket at another store, which arrived in 5 days! His response was that he did not tell me to buy the dryer prior to their delivery. Seriously, excellent customer service! Tonight I learn about hard and soft delivery dates. Apparently a soft date is when the product is NOT in stock, but they are selling it to you regardless. A hard date means it is in the warehouse. Way to bait and switch Sears. Take a look at the reviews for the GE Sapphire washer/dryer and you will see MANY reviews with the same delivery issue. This is how you lose confidence and go out of business. So here I sit, hostage to an unhelpful, imperfect process, WITHOUT a washer 4 months later. UNACCEPTABLE! Honor your contracts, and your word and provide my replacement as promised or provide my agreed replacement as cash value. Next, Shareholder Meeting.
2 years ago
Vanessa Adams Tacoma, WA
If there were an option for less than one star, Sears Home Warranty would receive that.
I have owned an over $2000 refrigerator for a very short period of time. After around 6 months the ice maker broke. I called and was able to set up an appointment with a technician. He came and "fixed" the ice maker. It worked for two weeks and then stopped working again... not a big deal, I just decided to buy ice. Then a few months later my fridge broke. I schedule another repair appointment. Same guy as he is apparently the only person in my area. He did not arrive on time. This man came 2 hours after his 4 hour window. I was no longer home and my son did let him in to look at the fridge. He was in my home for under 5 minutes and left. Did not speak to my son or call regarding follow up. I called and was told parts were being ordered. Parts were received to my home and crickets. Nothing. Not a peep.
My fridge has been broken for 6 WEEKS. No fridge. Nothing. I called and called and called. I have now spent 8 hours and 12 minutes on the phone attempting to get answers and support and a fixed fridge. After 6 weeks I was just asked by the latest person I called if I received my parts... Yes, like I said a month ago on one of my calls. This is absolute chaos and incompetence at its worst. I am shocked that they are still able to continue pretending to offer warranties. I asked for a copy of my details and in spite of all the calls I was not offered half the things in the warranty such as food loss, rental of a replacement, etc. The warranty states if they cannot fix they can replace however my guess is they never in their lives provide replacements they just continue sending technicians that are unable to repair the appliance long enough for the warranty to expire. So now after 6 weeks I have another appointment with the same man to fix my fridge. Do I trust his ability to fix it by putting $$$$ worth of food into the fridge in hopes that he can repair it this time? Do I throw this lemon of a fridge in the front yard and buy a better one from a more reputable store that honors warranties or replaces broken items?
Do not ever buy anything from sears. Just not worth this.
2 years ago
Tim Owens Harker Heights, TX
I have been a Sears home warranty customer for over 2 years. I had never used them and they have been paid on time every month. I am not on a contract paying month to month with them, plus I am a Sears account holder. We, returned home from a vacation and found out that a few items were not working properly. We notified Sears, and we found out that we were on a Plus Plan. That covers all appliances. They took our money for service calls, and booked an appointment. Tech came out to service my washer. He just looked at it and said he has to go back and order parts. It took one week to hear anything in return and when I did, a company named Cinch notifies me that parts were ordered, a couple of days later, parts can't be ordered and they were not paying for a replacement either. I notified both Sears and Cinch and wanted an explanation and to be honest, I was placed on hold for over one hour. I called back after being on hold and was placed on hold for another 20 minutes. On three attempts to try and resolve my problem asking to speak with a supervisor, was asked for my name and number expected a return call and up til this day, no return call. Cinch, is a joke, and they are just as bad as Sears. They send out explanations concerning the determination on repairs, and Sears is unaware of the outcome. Cinch also sent a plumber to my home for a repair, and I was outside under my tree relaxing. The tech thatcame out, I had a bottle of Crown Royal Peach 🍑 , and I offered him a drink and to my surprise guess what he was drinking with me on the job.
Sub contract that Sears send out for repairs, no uniforms, , Mom and Pop Employees. Repairs time frame are not met. I was given a 12-5 and the tech shows up at 4:55 to do my repairs5. I am sorry, I would not refer anyone to Sears warranty. I also had one of their competitors Home Shield, and they were the same. I am not sure if there is a Home Warranty out there that can prove to (us) the people, that they will do what they will supposed to do. Sears is a nightmare everyone. I am a living witness. This is a good review for both Sears & Cinch to look at. Customer Service both agencies need to look at.
Goodbye 👋 Sears & Cinch
2 years ago
Jose Escolero Long Beach, CA
Worst scam ever. Repair man came to see about my stove range and approved repairs and ordered parts for it. He returned with parts and for some reason he could not install them. He said he would return and never did. I call them and they send another person, he showed up and took some pictures and left. I was told the claim was denied base on the pictures. He wasn’t there to repair my appliance or to even try to figure what was wrong, he was there collect evidence to denied to claim.
When I called to cancel the service, they said I couldn’t do that until I paid over $200 for the services rendered.
2 years ago
Cheryl Degrugillier Minneapolis, MN
911 RUN! I have had the Sears home warranty for several years without needing to file a claim. My washing machine died. I called and automated directions were to set up an appointment online with a mandatory $119.00 fee. The appliance expert to come to my home to assess and to tell my the washing machine was not repairable. Really? $119.00 for THAT? I already knew the answer but had to go through the hoops. I then attempted multiple times to call the Sears Home Warranty number to discuss my claim for reimbursement after purchase of a new washer. I was continually redirected by an automated voice to a web site. Somehow, after multiple attempts and answering differently to the automated voice each time, I finally got ahold of a person, a live person, who attempted to assist me but then forwarded my call to customer services. No one answered for over 26 minutes. Angry and disgusted, I hung up. I tried again on a Monday. Same exact run around! Then when I called back yet again, I finally somehow got a live person ,who was just trying to do their job and he talked with me in effort to convince me to keep the warranty. However he was not able to answer my questions or offer clear solutions to obtain assist to file a claim for reimbursement, nor could he get a claim started for me. I am beyond disgusted and to the point that I just closed my account without attempting any further to obtain reimbursement. If I sound angry, it is because I am. I feel foolish for continuing my trust in this warranty, especially with the folding of the stores. Shame on me!
2 years ago
Review Source
Yvette Downing Waldorf, MD
Sears give appointments for repairs far out and the do not honor repair appointments they grant to customers. My A/C went out around 7/15/2022. I contacted sears about it, and they scheduled repairs for 7/25/2022. On 7/25/2022, I stayed at my residence waiting for the technician to complete the repairs to my A/ c only to receive a text message saying they are not able to send a tech out until 8/8/2022 due to shortage of techs. I have family members, including myself in need of Air. This is very upsetting. I am canceling my service as a result of this!!! Sears collect their payments faithfully but does not readily fix repairs for their customers!!! They are ripping customers off!! Please think twice about this home warranty service!!
2 years ago
Prakash Thomas Frisco, TX
Sears Home warranty is so terrible. I have been a customer for 5 years and pay a monthly service fee for the warranty program. Its so hard to connect with a person. Phone wait times are almost 45 mins. Scheduling an appointment is on the average 2 weeks out. This is horrible when you need immediate attend when the Refrigerator or AC unit goes out in the summer. They schedule the technician for diagnostic or repair visit but they never show up in the given time window. Usually they are either late or don't even show up! I have to call back and get request status and get the standard message we are working on it. This is one of the worst companies in terms of customer service.
2 years ago
Mark
This company is horrible. No one can give you a straight answer. Any appliance company I call can give me a price to perform a linear LG compressor replacement on a Kennmore elite but since the part is under warranty they tell me to call sears. All Sears does is give me some run around BS about only a technician can determine the price and warranty status and the cost to send a tech out is $170. But wait, then they try to upsell you into a $600 a year contract. This company is the worst and I refuse to be kept in the dark which seems to be standard operating proceedure with sears home warranty. Could be $500, could be $1000, could be$1500, nobody knows. So the fridge goes to the landfill and Im off to purchase a new one. FSHW
2 years ago
Bobby Norman Athens, AL
I purchased this plan and had problems with my dishwasher. The repair men came out on 2 separate occasions . I scheduled them to come back today and they cancelled out until next week. They have many numbers when you call back alot of them says they are out of order. Every time you call they want to transfer you to another Dept. There again, LONG WAIT time. EXTREMELY difficult to have a conversation because of language barrier. Today, just when I thought I had everything set I got a Text message said incomplete repair order. Called back and rep said yes it is but they will be there next week even though it is marked incomplete? Begining to believe this is turning scam like. BEWARE. I will appeal this further !!
2 years ago
Mary Margaret Elmayan Lady Lake, FL
This is NOT a warranty plan. It is more like a scam: no one answers the phone, or if after 1-2 hours, someone answers, it is an overseas phone bank. I cannot tract my status on line although I enter accurate information. I have been without a working refrigerator in central Florida for over a month. Last repair person said parts newly installed would not fix the frig with a broken lining and rust and unable to hold gas.I was told it is "out to research" and someone will contact me." They never, EVER do contact the policy owner. My only recourse seems to be to file with the BBB and take a small claims case to court. PITIFUL. I understand companies are short-staffed, but it is HOT in central Florida, and I have lost countless hundreds of dollars in food costs and in purchasing dry ice for a cooler. THIS IS UNACCEPTABLE! They do NOT live up to the terms of THEIR contract.
2 years ago
Crystal Baltimore, MD
This is the worst company I have ever dealt with other than American Home Shield, I had to pay to get out of my contract I would not recommend them to anyone! I had a plumbing issue at my house they sent a company called Allied Plumbing And Constrution Company and nothing was done and he stated I needed to contact my utilities department which is what I paid Sears warranty for, the customer service representative I spoke to was Jan’ea and read verbatim that the job was covered under warranty and it wasn’t my job to call my utilities department all that was the plumber job, afterwards she begged me to stay and refunded me my $100.00 deductible back in order to continue with the company… afterwards to cover her back she then sent out an email stating that the warranty didn’t cover the issue, how much more lies they’re on!!! MY RATING IS A ZERO 0… my mother been waiting for them to fix her dryer since March, today(07-12-22) they just contacted her about the dryer wow!
2 years ago Edited July 13, 2022
Oscar Mendoza Fontana, CA
HORRIBLE SERVICE!!! Careful if you have them come to your home to fix something. We had them service our fridge and were told several different things from 3-4 different techs. The last tech said everything the previous techs did wasn't correct. It was a different issue but couldn't get fixed because it's something that isn't made for this older model anymore. If the device is not fixable Sears says they will REPLACE IT. Totally wrong atleast with us. We called back to ask what will be the next step. We were told that nothing could be done since it's a structural issue. So they are trying not to spend more money because we said to cancel our service since nothing is being fixed. Now they want to charge us an extra $250. Each time a new ticket claim is opened for a service rep to come to your home around $70 is charged. Every time a tech came for service it was for the same issue so this couldnt apply, but they couldn't say what exactly the charge was for. We weren't told of any charges previous to these either. They either want to make money for the service/time of the techs that showed up or the parts that were used. Nothing was fixed and the service was horrible. The last tech was the only one that said is was not repairable. It took over an hour for us to get someone on the phone. Be patient if you are disputing something since it can take a while to be able to talk to someone. If I could I'd give them 0.
2 years ago
DMA DMA7217 Washington, DC
I would rate Sears Home Warranty and it's company "0" stars if I could. I spent two day and numerous hours on the phone trying to confirm an appointment for service. I spoke to several supervisors who assured me a technician would show up at the scheduled time. NO ONE SHOWED UP. I received text saying "Knock Knock, we showed up and no one answered". This was a blatant lie, in one case I was sitting on the front porch when the text came through. Having used Sears for many years and many services, it no longer performs up to it's reputation. I will never do business with Sears in any aspect.
2 years ago
Carmen Amoros Gold Media [CAG Media LLC] Atlanta, GA
It took one year for Sears Home Warranty third party contractors to figure out why my new GE refrigerator was not producing water or ice. Each time they would open the ice compartment and couldn't find the problem. Suddenly a new tech came in and said there was a kink in the water hose that was quite obvious. He uncoiled it and after a year I finally had ice and water. That was the only guy qualified to go out and do repairs. I changed to Select Home Warranty 2 months ago. They even cover the garage door's entire parts and HVAC, Heater and along with all kitchen appliances, plumbing, electric and roof leaks that occur in living spaces in the house. My garage door cable jammed a day ago. I couldn't sleep with my garage door open for security reasons. I neighbor recommended an overhead garage door repair. They repaired and Home Select is going to reimburse me, with proof of diagnosis and the bill, no questions asked. Getting Sears to provide good customer support was exasperating. They need to up their game.
2 years ago
Joyce Igasaki Rancho Santa Margarita, CA
I've been paying $69/month for about 2 years now. I had issues with my fridge and they did pay for that as well as a few plumbing issues. You are required to pay a $100 deductible. Recently, my washing machine broke. I payed the deductible and a technician came out. They are refusing to pay because the technician said it was broken from overuse. (How would he possibly know that, plus there is only 1 person in this house) I paid to have another technician to get a second opinion/entered a dispute. He said that the tub is broken, the part is no longer available and that it was from normal use. Sears/Cinch calls me and says that I need to give them a reason for failure. Why does anything break?? I then call....waiting on hold for over an hour THEN get transferred to another person which took another 30 min! That person proceeded to tell me that they don't cover parts and that I need to tell them WHY it broke! I said...why does anything break?? I then go to cancel my policy and they tell me it will cost $150 to CANCEL! (After waiting on hold for 45 minutes) I have sent all the paperwork and they still are refusing the claim. This is aggravating to say the least...
2 years ago
Christine Reinhardt St Louis, MO
I initially signed up for automatic payment, but every single month I receive notice that my account is past due. Every month I call and alert them to the fact that I'm supposed to be set up for automatic payment, give them all my information, but nothing ever changes. The last time I went on-line and "updated payment information". Still, I'm getting the notice that my account is past due. I GIVE UP! Going to find another home warranty company.
BTW, I checked with my bank to see if there was a problem on the bank's end, but they couldn't find any reason why this payment wouldn't go through.
2 years ago
Peter Bennett Mission Viejo, CA
If I could give a negative I would, washing machine packed in tech said it’s the drove but when we called to find out what is going on they state it is not wear and tear it is deliberate damage as the drive is bent - I looked myself there is nothing bent, nothing out of place but the motor is dead and due to this of course the insurance state it is not covered - should have known complete scam as soon as you have anything serious happen there is a list of items not covered absolutely rubbish - wife had to spend 3 hours trying to get through to someone it is the worst experience we have ever had absolutely garbage DON’T fall for the crap in the ensure as it is absolutely not true!!!
2 years ago
David Schuler Phoenix, AZ
Had sears home warranty out work on my AC unit. I have a split ac unit. They fixed my downstairs unit but not the upstairs unit. It stopped working within an hour of the techs departure. This was on a weekend, the temperature on both days were 114 degrees.
Sears warranty said they couldn’t have a tech out until the following Wednesday at 3:30 pm. At 3:30 I received a text saying they canceled my appointment because the warranty group submitted the wrong paperwork. It took almost 3 hours to get a hold of Sears to set up an appointment. The earliest they can come out is the following Friday. When I asked why I did not receive a phone call or text explaining the reason that they canceled my appointment or at least schedule another appointment for me automatically they tried to sell me additional services.
I told the gentleman on the phone that their customer service was terrible and he was crazy trying to sell me additional services they can screw me on.
Hopefully I’ll get my AC fixed next week.
2 years ago
Kristy Holben Palos Heights, IL
I wish I could give negative stars! This is the WORST! DO NOT SIGN UP! Sears is just stealing your hard earned money with this one. Do yourself a favor and pay a bit more to get someone reliable. We are currently stuck paying $50 a month, and I have tried multiple times to schedule repairs. I pay the additional $75 for someone to come out and every time, either no one shows up, or the person shows up, says they can't do anything, and proceeds to walk out. But yet, all they have to do is show up and they get paid. They don't have to actually fix your problem. Customer Service is a joke. It's completely automated. If you do manage to get ahold of someone, you will be on the phone waiting for hours, and you won't be satisfied with their responses. This service is completely unreliable, and I would not recommend to anyone!
2 years ago
Karen Bach Mount Airy, GA
We have had this warranty for many years. No problems until Cinch took over as administrator. Now it is extremely difficult to reach an actual person when issues arise. Am often placed on hold for more than an hour or more even when calling at night. Obviously not enough response lines. When my refrigerator needed repair a few months ago, it took 2 weeks before a service tech could be scheduled; then had to wait another 7-10 days for a tech to be scheduled to return even though the parts were delivered to my home many days prior. Now We are taking cold showers because a service technician cannot be located and scheduled. Am told that under the circumstances, management can OK for the customer to find a repair person and submit the bill for reimbursement under the warranty. This option is useless since the necessary management personnel are never there during the hours that I am finally able to get through. AND the people on the evening and night lines state that they are not able to take a request for management callback. It will be a hardship on our budget to have the repair done ourselves, but that apparently is what we must do and eat the costs even though I am paying for service that I am not getting. I AM THROUGH WITH SEARS AND CINCH. Cancelling my warranty.
2 years ago
Joyce Snyder Marietta, OH
I have a Kenmore refrigerator which is not cooling correctly and I have Sears Home Warranty. I called Sears and they set an appointment. (4/15/22) The day of the appointment the tech called asked me what was wrong with my refrigerator (I told him he should have the information in the service order) however I went ahead and told him and he said it sound like my a compressor. The tech said he was going to order parts, he never showed up. I received an email saying the parts have been ordered and the tech illegally signed my name on the service order as if he had been at my house and assessed the problem. My parts came after about a month. An appointment was set to repair. On the day of the repair the appointment was canceled and rescheduled. I called off work to wait from 8-5. This happened 4 more times with me taking off work to wait from 8-5 with no one showing up. I get another appointment and I am waiting. I get an email saying my service has been completed with the same tech illegally signing my name on the service order. So I spent the next 3 hours on the phone trying to resolve my problem. I spoke to about 6 people and 1 virtual chat and was sent from one person to the next with everyone saying my issue is being escalated and each time explaining my story over and over again. When I speak to everyone I always ask for their name. One fellow gave me one name and at the end of the call gave me another. When I finally spoke to someone regarding the tech that illegally signed my name twice he hung up on me. I just now received parts for my repair ( even though I have already received them). These parts are not for a Kenmore. I don’t think this will ever get resolved and I wasted money thinking I was protecting my finances. I paid up front for the whole year warranty and I have missed 5 unpaid days of work. Listen to me:
DO NOT PURCHASE SEARS HOME WARRANTY—-BIG MISTAKE!!!
2 years ago
Todd Rusteberg Willowbrook, IL
Amazingly Bad! I have been paying $50 a month for my Sears home warranty for 10 years. The last time I needed my washing machine fixed, it took three months to complete with endless frustration of me constantly having to follow up. My machine broke again and the tech said it needs to be replaced. The contract says it will repair or replace my machine if not repairable. I am in an endless cycle of calls and have no faith they will stand behind the contract. Sears sucks and do not ever get a home warranty from them, of course they will be completely gone shortly due to their ability to suck worse than anything that has ever sucked before!
2 years ago
Cesar Garcia McAllen, TX
Sears Home Warranty has to be the worst Warranty company in the industry. I've been without air conditioning for 3 weeks. I have tried for weeks to get some help. for days I've called and been placed on hold for over one half hour then get disconnected . I tied the chat line and they are worthless. Yesterday I got transfered 15 times to different departments none of which were able to tell me how much longer. I tried calling corporate and no one answered and directed me back to where I started. The provider they had contacted originally said sears shipped the wrong parts 3 times. Now the provider won't answer my calls to get updates. That whole operation should be shut down.
2 years ago
Sherrie S Alexandria, VA
A technician came out 4/7/2022 to look why the Whirl Pool washer was retaining water. He actually didn't do anything because there was no model number. Sears said the technician provided no additional information. They sent another technician about three weeks later. He said bottom of the tub is cracked on the washing machine; also stated there is no model number. Again Sears said they have assigned a new company. The third technician came out and said as the others said there is no model number. This cannot be replaced without a model number. During this time calling them and them saying they need additional information from the technician. After being frustrated spoke with a Supervisor and was told they are reviewing and will receive an answer that day (5/25/2022). Of course no reply. Called again today(5/30/2022) and received the same information. Told the young lady I was suppose to get a response on the same day last week. Now she is saying it will take a few more days.
Almost two months that mom have been waiting. This is unacceptable!
2 years ago
Shelly Ramos-Paine Cranston, RI
They came out here not even a week ago. Called because the wash machine was leaking from the bottom. $75 deductible. Technician recommended smaller load and less detergent. We did exactly as instructed. The machine continues to have the same problem. Called back to make them aware still having same issue. It will be another $75 deductible. Oh no I told him. You sent a technician out here to fix a water leak from the bottom. It is not my fault if your technician didn't fix it. This is not another problem. Its the same one I called about not even a week ago. So it obvious your technician didnt find the problem.. That is not my fault. They are ridiculous. So disgusted
2 years ago
Sal DiPietro Philadelphia, PA
We obtained the service the end of December and made our first claim on April 14 for HVAC that was not working. They assigned a technician to look at the problem on May 4th which was more than 2 weeks from the tone we filed the claim. I took the day off so I could be here, received a text message that he was on his way at 10AM and no one showed up. They automatically rescheduled it for the 8th without asking me. He did shoe up that day at 3PM after getting the text at 10AM that day. He took about 30 minutes to diagnose the problem. He said it was the evaporator coil that was leaking refrigerant. The stayed parked in his vehicle when he got done from 3:30 to 5:30. After which I get a text that the problem was not covered due to a ore existing condition. Now the claim was filed four months after the policy took effect in the first place and how would he know it was a pre existing condition? They are so quick to take your money but figure out all sorts of loopholes in order not to pay. I would strongly recommend staying away from this company
2 years ago
Review Source
Judith Segreti Beach Haven, NJ
I scheduled an appointment to have my Weber Grill repaired, it was confirmed twice. This morning Sears called to,tell me that the repairman was on his way. I checked - he would be here at 8:01 AM. Not 5 minutes after the first call Joseph, the repairman, called to tell me that Sears did not service Weber Grills! He was not coming. Why did they schedule an appointment for something they didn’t service. Why continue to confirm the appointment if they didn’t service the grill. What a waste of my time! Obviously, Sear doesn’t care about customers. If I could I would have give. Them no stars.
2 years ago
LES COLLINS King, NC
They came out to repair my maytag front load washer. Parts kept arriving damaged. UPS driver advising not packaged to minimum specifications . Tech advised to manager to replace the unit. Fast forward 7 months still sitting in 50 pcs. As tech left it In my garage. Numerous phone calls. Its coming, its coming. Cant move forward as contract says keep all parts and packaging. My father in law a 30 plus year employee is rolling inhis grave at what sears is NO MORE. My advice DO NOT purchase anything sears. They have become all lies. Forwarding all my data to State attorney generals office. And they just sent me my renewal notice!. What a farce. W.L
Collins. WiNstoN Salem. NC.
2 years ago
