I want to preface this complaint by saying that I have been a Sears customer all my life and have always bought my appliances at Sears. A number of years ago, I purchased a Sears Home Warranty for the entire house. This was based on a recommendation by a Sears Technician, who had come to my house to repair an LG oven that I had a Sears warranty on. I purchased all LG appliances for our home in September of 2017 at the Sears store in Colorado Springs, where I had moved. So I have been paying for the whole house warranty since that time.
I had a serious surgery in June of this year and as luck would have it, 4 days before my surgery my LG refrigerator stopped working. This was the day before I had 12 people to my house for dinner. You can't imagine the mess and the stress this created with spoiled food and water all over my wood floor. But I figured that with my Sears Home Warranty, I would at least have the refrigerator repaired by the time I came home from the hospital. During this time my husband and son made numerous calls about this but they were not successful in getting any elevation to this service call, despite the fact that it was imperative we have a working refrigerator for me when I got home. I was in the hospital for over a week and when I finally got home, I still had no refrigerator and an appointment that was just shy of a month from the break down - July 12th. I don't find that acceptable. To make matters worse, I was told that I was being referred to LG Electronics in Alabama because they wanted to fix their own appliances. So why do I have a Sears Home Warranty if I have to deal with the idiots at LG who DO NOT CARE what your problem is. They told me that there was "NOBODY" in my area to do this repair. This is a lie because I made calls myself and there are plenty of people in the Colorado Springs area that have experience fixing LG appliances. Suffice it to say, this was a very unpleasant experience. I ended up calling a local appliance company to come to my house and put in a temporary refrigerator because I needed ice for my injuries. They did this in less than 24 hours and for the record, the name of that company is Mr. Appliance. This company understands what customer service is. They could not have been nicer or more professional.
Fast forward to September 25, 2021 when my dishwasher stops working. It is giving me an error code (AE) and it dings and rings constantly until I pull the plug on it. This has happened before, but I shut it off at the breaker, plug it back in and turn it on and it works for a few more times. Finally nothing works. I try calling Sears Home Warranty but that is an exercise in futility. You can never get a person on the phone who is remotely helpful. These people are parrots from another country do DO NOT CARE what your problem is. I file a claim online, pay the $100 and I get an Email telling me to wait 3 days for processing. The next day I get an e-mail telling me I have an appointment on October 18th for my dishwasher. The guy from A&E shows up on the 18th, he is here for an hour and a half and tells me he can't find anything wrong. We turn the breaker on and off and it starts working but I explain to him that we have done that before and it works a few times and then the error code comes back and it stops working. He finally leaves and gives me a useless phone number to call in the event that it stops working, which it does within the next week. I finally gave up on the useless number, talking to people who don't know what they are talking about and filed the order online.
Finally on October 27 I get an email that tells me I have a "preferred service request" and all I have to do is call the imbecilic boobs at LG Alabama, tell them what time I want them to come and they are going to take care of it. This was in the email: "They will either confirm that time or let you know when they have availability." So I call the number and guess what? The guy tells me the same exact thing I was told when I had my refrigerator problem: "There is nobody in your area to provide this service." Then he goes on to say some kind of mumbo jumbo about how they have to try and find somebody. This, of course is a lie: there are many people in this area who could fix this dishwasher. How do I know this? Because I called numerous technicians in the area and they told me so. They also told me that the problem is that LG does not want to pay the going rate. The other problem is that their appliances are crap - which is news to me because when I bought them they had five star reviews. So far, every appliance I bought that was LG has had serious repair problems. In fact, there was a class action suit brought against LG for their French Door refrigerators (which I have) that were made with bad compressors. My appliances were registered through LG and yet I never received any notification about this class action suit. Interesting.
It sounds like I have a big problem with LG but in my mind, I have a big problem with Sears because I have a contract with Sears; I pay money every month to Sears and yet when I have a problem they make me deal with LG. Why is that? I was told that this is because LG is a "partner" to Sears. Well that is fine for Sears but they are not a partner with me. They ignore customers, they provide no solutions, they give bad information. The first time I called in with my dishwasher complaint, they told me that I should wait a half hour and call a number that would "elevate" my complaint. I called the number and they had no idea what I was talking about. These people are utterly incompetent and if they are your "partner" you are in bigger trouble than you appear to be.
I got a text on Monday October 25 from Sears, which said they were in the process of "assigning a service provider. Please allow 24 to 48 hours to receive information about your job assignment." Then it closes with this missive: "If you need further assistance, press HELP to alert our concierge team." Of course after entering "HELP" absolutely nothing happens. It's very funny to me that the word "service" is used repeatedly and yet, no service is ever rendered. I called the LG number again that was on the email and got one of their stellar know-nothings who sent me a link to my repair request on the Cinch website. There it tells me to "coordinate with your assigned service partner."
You have absolutely no hope of ever talking to anybody in this country, the telephone connections are horrendous - there is constant noise on the line and you can't understand what these people are saying. If you ask them a question they simply parrot back what they just said. If you ask to speak to a manager, they parrot the same line. It is the worst service I have ever had, bar none.
As far as I am concerned the Sears Home Warranty is no warranty and I would be better off just calling somebody here in Monument when one of my crap LG appliances breaks down again, which most assuredly will happen.
I called again today and was told their "dispatch team" was looking for somebody to repair my dishwasher. Every month they take money from my account and they tell me what a "valued customer" I am. My most fervent hope is that they continue, non-stop to complete dissolution before they sign up additional, non-suspecting customers. This website won't let you continue without checking off at least one star. I want you to know: they get NO stars.