Can you go less than one star? So I bought the sears home warranty (SHW) in 2016 when the warranty on my new home expired and based on the Sears name. On 10/31/2018 I placed my first claim because my icemaker quit. I was given the name of the appliance repair company who would handle and they had 24 hours to contact or I could call them at x number, which I did. Company tells me that one, they do not service Guthrie Oklahoma and two, they do not work with Sears home warranty. So I called SHW and I was told they cannot reassign the work order, can I cancel and they will locate a new service provider and contact me. I agreed and crickets, to this day, 7/18/19 - no response. This brings me to 7/17/19 and my Central Air (covered in the declarations) stopped working. I created a new claim, and they returned message that it would be (name removed) Heating and Air and they had 24 hours or I could call their number. I called, it is over 100 here at my house. Owner answers the phone and says, I have never signed up with our ever done anything with Sears Home warranty. So I called them back and the lady, while polite, asked me to call in tomorrow and they would reassign. I asked if she could reassign and she said no, it had to be on day shift. basically paid a little over 800 a year since October 2016, made two claims and each time the service provider never heard of or worked with them. I want my money back from this scam. Oh, try to cancel, no mailing address, no email you can find, no phone and the support people will not help escalate. Horrible horrible horrible. It is time for Sears to be a memory. going to have to direct the bank to stop payments.
So this is now Friday the 19th and Sears/Cross Country Home Services responded they had no service providers in my area. Here, let me show you what they asked me to do for service:
"We would like to take this opportunity to apologize for any delay in service and for any inconvenience you have experienced. At this time, a pre-qualified network service provider is not available in your area. We can allow you the option to contact a local service company of your choice in order to expedite your service request.
Please have the service technician come to your home and diagnose the failure. If the out of network service provider is unwilling to accept third party billing, we ask that you pay the service call fee in full, and we will reimburse you for the amount in excess of your deductible. As a reminder the non-refundable deductible associated with your claim is $ . This amount is due regardless of whether the claim is subsequently approved or denied.
It is very important that the technician call us from your home at xxxxxxxxx with their diagnosis prior to completing any repair or replacement. Please understand that in accordance with your warranty agreement, the work will not be covered if it is performed without prior approval.
When your service technician contacts us with the diagnosis and the failure is deemed eligible for coverage, the authorizer will provide you with the amount that is payable under your warranty for either repair or replacement of the covered item. A reimbursement check for the authorized approved amount will be issued to the contract holder. Repair or replacement without our prior express approval WILL NOT be reimbursed.
A copy of the paid, detailed invoice is required for any and all reimbursements made on behalf of your warranty. Your documentation may be submitted by clicking here, or via email to (address removed)
Your invoice must include the following:
•Contract or Service Job ID
•Description of the item repaired or replaced
•Diagnosis detailing the parts that failed and the cause of failure
•Your name, complete address, telephone number and email address
•Valid, legible invoice or receipt identifying the vendor or store name, telephone number, and complete address including email
•Itemized material and labor costs
•Total billed amount, total amount paid, and proof of payment
Please allow 2-4 weeks for processing upon receipt of your completed documentation."
So for the privilege of paying Sears nearly a thousand dollars a year, they want me to locate a repairman, screen them, and when they come out, have them call Sears and provide their diagnosis for approval before work, then if approved, I have to pay the repair bill in FULL and submit proof I paid in FULL along with documentation and other evidence and then, they may refund me something less the 100 dollars if they agreed with the documentation and fees charged. I told them this was unacceptable and submitted a complaint with the State of Oklahoma Consumer Protection Division but it takes them at least a month to respond to me if ever.