Sears Home Warranty Reviews
Is This Your Business?2.8
Overall Score
Angelo White Charlotte, North Carolina
This is the worst customer service of any company I have dealt with! It almost takes an act of congress to speak to a live person!!!! They never show up when they say they will.
I pay for whole home warranty to find out when my hot water heater went out that they don't offer that tier in my zip code! What??
1 month ago
Review Source
Charlene Fallis Fort Worth, Texas
Absolute worse company. 1. Every 800 number is AI. Then you get hung up on. 2. If the company takes down incorrect information (phone number/email) you do not receive notifications and no one to update it. You can't even login to website to update. 3. No contact by techs for appointment information. 4. Appliances are never repaired.
2 months ago
Catharine Martin
DON'T purchase the Sears Home Services annual plan. My annual warranty service expired 3 days ago and my Kenmore refrigerator water dispenser stopped working 2 days ago, even though all parts and computer board were replaced new in Nov. 2025. Since my annual warranty service expired Sears Home Services will not do a 'recall' service to look at why my water dispenser is not working. What HORRIBLE customer service to not honor work/parts/labor done on a warranty.
4 months ago
Michael Wheeler
Thank you for failing me after years of paying for your home warranty plan. No service techs in our area? Then what was I paying for? I felt robbed by "Sears Home Warranty" service. I cancelled and went to a company that has service techs in our area. I had been a loyal customer to Sears. I shopped Sears for over 50 years. No more! I'm done with a company that is now foreign owned. Sears is no longer an American company. What a shame!
5 months ago
pamela griner
Initial call to Sears was to have a freezer repaired under my warranty. The technician came and sprayed my freezer with water. Said the job was complete. “Give it a couple of hours and that’s all it needed.” as he walked out. After the fee was collected. The next day I still had no ice… I contacted at Sears back They then rescheduled an appointment. No one showed for this appointment. By end of day when I contacted Sears back, they had automatically given me a new appointment two weeks out. I was disgruntled and called the customer service. They told me they were sorry for the inconvenience but could reschedule a new appointment when I contacted them for someone else to come out. No one showed once again. I contacted the customer service and requested to cancel my warranty and was then told that they would make sure it was escalated to another department and once again, “sorry for the inconvenience”. Another appointment was then set up at which this time I received several text messages and a few representative phone calls confirming the appointment for 15th of September leading up to and including the day of. I once again took off work. No one showed up. I waited till 4:55 PM because the schedule was for an all day opening of 8 AM to 5 PM. When I was finally able to reach a representative they told me the new appointment had been pushed to September 22. I then told them that was unacceptable and that I could not take another day off work and wish to cancel the services completely. They then told me they were “so sorry” with there very passive aggressive tone. Stating that they could not cancel in the moment. I would have to wait and call back the following day as they cannot do that on the phone same day. This is the worst service I have ever received!! It is as if they do not care about their customers. There was a time when Sears stood for Quality, Care, and consideration for their clients. I would not recommend wasting your time as there is no follow up from their offices. And No technician will show up at your door!
10 months ago
Jaye
We have been loyal customers of Cinch Home Services through Sears Home Warranty for eight years, consistently making our payments without issue. Unfortunately, our recent experience has been extremely disappointing.
We began having issues with our air conditioning unit in May, and as of June 30th, we have been completely without AC. Despite multiple service requests, one of the assigned technicians repeatedly canceled appointments and exhibited an unprofessional and disrespectful attitude.
During the final visit, the technician entered our home claiming he knew what the issue was. He briefly inspected the unit upstairs, then said he needed to go to his vehicle to order the necessary part. After about 15 minutes, he informed us that the part had been ordered and scheduled a return appointment for the following Monday. However, when Monday arrived, we discovered that he had never placed the order—it was a complete fabrication.
This technician showed no care, empathy, or accountability for our situation, which has caused significant inconvenience and frustration for our family during extreme summer heat. We expected much better service from a company we’ve trusted for so long.
11 months ago
D G
Absolutely terrible! I waited from 7am to 5pm and they did a NO CALL NO SHOW! I called several times and they said the tech would be there! Then I received a text saying you can reschedule your appointment! They’re not coming at 5:30pm! Disappointed in the lack of respect for customers time!! I missed a baby shower sitting home waiting all day! Be lucky if they show up for you! I’m just reading reviews and seeing that this is a regular thing for them! Take your money but pull a no call no show is ridiculous
11 months ago
Brad Forney
This service has been absolutely terrible since they switched to an AI generated customer service platform. We are on our 8th attempt at ordering the main water pump that several technicians have tried to order for us, only to have their AI system cancel the part. As a result, the AI scheduling system cancels the appointment. The dishwasher has been down for over 2 months now and the techs can't help. They come out and try to place an order, then a few days later find it canceled.
To make matters even worse, there is no way to speak to a human customer service person anymore. You can't got through any chat or phone system that isn't 100% AI generated. Of course it doesn't answer your needs, won't connect you to a human, and just repeats the same pointless lines of information.
We are going to be cutting our services with. This has been the worst customer service in any industry that we have experienced.
1 year ago
Catharine Coleman
I do not recommend Sears Home Warranty! They are terrible! In the past when you reported a problem with an appliance, they would ask you questions about what the model and make of the appliance and what the problem was. When the technician showed up, they would have parts with them so that they could fix it right away. Now when you call, they ask the same questions but the technicians carry no parts. They come in, look and order a product and then leave. You then have to call them when the part shows up to schedule yet another appointment. The service technicians are not very good. You tell them what is going on and they say 'I don't see a problem'. Dealing with Customer Service is horrendous. They all speak with very strong accents and cannot help you when you say 'I am not getting any emails about service requests I have logged'. In the last call, I got passed around to 5 different people, each asking for my name, address, phone #. Each one not being able to help. This is the worst experience I have had as a customer ever.
1 year ago
Michael Ragusa
Smoke and mirrors garbage save yourself don’t deal with this company .
Wish I could give them 000stars, customer service horrible never dealt with such dishonesty nobody is tell the truth. In the past always used sears no problems since brick and mortar stores went out of business . I needed service on my lg washer no show next appointment needs parts ok ,another service appointment parts no good technician deemed need new replacement. Waiting for replacement code in email 2 months ok order new washer waiting for a month and a half pay the difference in price guess what we do have it on the day of delivery no answers nobody is held to any accountability
1 year ago
Melody Whitaker
Absolutely zero minus stars! This company by far has no consideration for its consumers. Painting the picture: 105 heat index, confirmation texts and emails including the day of appointment, time between 8AM- 12PM ( the warranty company CHOICE was of no help-different review). Sears Home Warranty never called to say that they would be unable to make the appointment but instead it wasn’t until I called and was on hold for 40 minutes 2 1/2 hours later while speaking with Imani that I get a text with a reschedule date for 2 weeks later. I should not have been surprised because the did my 70+ year old parent ls the same way. Seriously could Sears not provide a courtesy text or call during the appointment hours. They didn’t just discover in the afternoon that the technician called out sick. What a blatant disregard for the respect of and for the consumer.
2 years ago
Al
DO NOT - I repeat, DO NOT USE THEM!
I've paid for this warranty through Sears for over 5 years and JUST started using them for repairs these last two years for replacing 3 items. It was literally like pulling teeth to get things done. Each item took 3 to 4 months to get resolved, I had to keep calling them to get updates (rarely do they contact you regarding delays and mixups). They give you a link to track your delivery ONLY for it to give you a wrong estimated delivery date, then you have to call and then they tell you that the delivery date is incorrect!!!!! (after you've taken off from work).
They keep saying "they understand" yet continue to give you the run-around on realistic expectations.
They only allow you to talk to a customer service rep (which just reads off the screen) and refuse to send your call to a case manager supervisor when requested.
It took...
- 3 months to replace a stove top
- 4 months to finally replace a dishwasher.
- Currently as of this post, waiting a month and a half to get a replacement for a washing machine.
The value is DEFINITELY NOT WORTH IT!!!
SAVE YOURSELF SOME FRUSTRATION!!!
YOU'VE BEEN WARNED!!!
PS - If Sears would like to keep their name and reputation good, I would terminate the contract with whichever third-party company you use to fulfill your Home Warranty needs. THEY DEFINITELY ARE NOT GIVING YOUR COMPANY A GOOD NAME, REPUTATION, AND CUSTOMER EXPERIENCE!!!
2 years ago
VLee
PLEASE BE WARNED...this is not a company who values a customer or honors their agreement/word!!! They WILL take your money. If you have a warranty issue they transfer you from department to department, for hours...all agents are foreign, hard to understand & unhelpful(almost like they want you to give up). If you have a reimbursement situation, you can forget about tgem following through. The only U.S. agents are in the retention department & they charge you if you want to cancel - you have to payback any discount or promotion they've given you. I have 1 claim that I made in March & it is still not resolved 4 months later in July. They will also not contact me regarding a reimbursement they verbally told me they would pay before I made a payment to one of their service contractors out-of-pocket. Do business with them - most definitely at YOUR own risk. My experience has been a stressful nightmare.
2 years ago
Peter
If I could give 0 stars I would. Attempted an AC service tune-up. Scheduled a month out. Tech arrive 3 days later, wouldn't do the service due to temp, closed out the ticket which prevented me from being able to reschedule. Tech would not reschedule appointment nor return call. I work from home and no doorbell ringing or attempt to knock on door. Spent 5.5 hours on the phone getting the run-around - with each rep assuring me they would fix the problem. Could never speak to a manager. Wrote the BBB and got a response from their Advocacy group saying the tech did as contractually obligated which was to take pic of my home, tried to reach via cell and he got PAID for this! Customer service agents are a joke. I was transferred back and forth to multiple departments often returning to the same departments. Ended up trying to cancel the entire remaining contract which took over an hour and is STILL NOT RESOLVED. Now I'm being told there are "issues" with my account and it will take 3-5 days to resolve and I am to call back to a general 800 number. Their service team had the audacity to try and schedule other maintenance today, but I couldn't get to the right department to figure out WHAT maintenance they were offering.
2 years ago
Rita Pennell
I purchased a 5 year warranty in September 2019 for 4 appliances at a cost of $2530.
I requested a service tech come out in late January to check my 2000 dishwasher and 2007 LG dryer. I had told them that the dishwasher made a loud noise sometimes when operating but it was working and that my dryer had been very slow to start tumbling when i had a heavy load of towels loaded but it too was working. The tech came and took both appliances apart and said he would order parts and be back to finish when the parts arrived. I asked him if i could use the appliances until he returned and he responded, no, neither appliance would work. He came back in two weeks and worked on replacing the dryer parts and after doing so, the dryer still did not work, so he had to order more parts. The dishwasher parts had not come in, so nothing done to the dishwasher on the second visit, and no dishwasher and no dryer to use. It is now 4 months later and I still do not have a working dishwasher or closes dryer. The have been trying to find parts and have been unsuccessful. I call every week and am told something different each time. I have been told that the parts department has recommend both appliance be replaced, I have been told that replacements have been approved, have not been approved and still nothing is happening. I find that it was kind of odd that they would sell a 5 year warranty on a 20 year old dishwasher and a 17 year old dryer; BUT THEY DID, and now they need to stand behind that warranty or refund the full cost of the warranty and let me replace them myself. I have nothing positive to say about Sear Home Warranty and will never purchase anything from them again.
2 years ago
Sam Marzula
SEARS you really should be ashamed of yourself!!!
Zero Stars - Based on my current and ongoing experiences with the “SEARS Protect Home Warranty” program. Personally, I believe this is the single worst and most frustrating customer experience I have ever received from a company. I have confirmed each service call prior to the date; then they simply just don’t show up, next rescheduling you for two to three weeks out. They have a TOTAL disregard for the customer’s time and inconvenience. To add insult to injury… IT IS ABSOLUTELY IMPOSSIBLE TO SPEAK WITH A HUMAN BEING!!!! After reading the voluminous Terms and Conditions of the contract, the customer has ZERO recourse or remedy for the abhorrent level of customer service.
OVEN:
4/16/24 – Double Oven - Service opened Paid $100 Deductible
4/25/24 – Technician arrives and states “Double Ovens require (2) Technicians” Part Ordered
5/7/24 – Oven Service Scheduled 1:00PM – 5:00PM - NO SHOW!!! Re-scheduled to 5/28/24 8:00AM
5/28/24 - Oven Service Scheduled – NO SHOW!!! Re-scheduled to 6/18/204 8:00AM
6/18/24 – Next Appointment
REFRIGATOR:
5/6/24 – Refrigerator Completely Dead (All food thrown away) – Service Opened Paid $100 Deductible
5/28/24 - Technician on-site - Parts Ordered
6/6/24 – Next Appointment
To be continued…..
2 years ago
Review Source
Shawn Steed
One month before my one year contract was due to expire; I called for my free one year inspection for my A/C unit. I knew my contract was going to expire so I asked if there was an auto update for another year. I was told on the phone by the customer service representative, “ when the one you reserve there is no auto renewal”.
One month later, the service company took money out of my account. I didn’t think it was an issue at the time so I called them. They informed me they would not refund my money and there would be a small cancellation fee. How could you charge a customer that was out contract a fee to cancel there contract that was expired. I wanted to cancel 6 months in but I gave them my word. I will inform people about the way the company who bought the sears warranty company does business. Thieves!!!!
2 years ago
Rebecca
If I could leave 0 stars, I would ! Entire refrigerator is down and they send me an ice maker repairman ! Come to find out, thy have NO sealed system technicians in my area but don't hesitate to charge me $50 a month for a warranty they cannot deliver on. Told me to find my own repairman, with crazy stipulations. Then, I have to pay him and keep my fingers crossed that they will reimburse me ! After I do all the legwork to find someone they approve of and accept the diagnosis and cost and get reimbursed, I'm dropping this company like a hot potato! Going with AHS like someone who works for Sears Home Warranty recommended to me. If you are looking for an appliance warranty plan, stay away from Sears.....actually, it's CINCH who is the underwriter for Sears. Either way, stay away. Also, if you have a hard time with HEAVILY accented English, good luck, you won't know if you are coming or going !!!
2 years ago
robert cummings
They will not provide any services promised. When they fail to deliver as promised per contract, you will spend hours on the phone gettitng the run around. Should you experience what we experience, document every call and who you spoke to. If you don't get anywhere, write a letter to the corporate office detailing your experience and ask for home warranty cancellation. They will give excuses as to why the contract can't be canceled and attempt to keep a claim open so you can't cancel the warranty. Don't let them jerk you around, document your efforts then dispute any charges made on your credit card if they fail to deliver services in a timely manner. Our experience was no service at all but quick to charge you for services not delivered. Best advice I can give is stay away from this warranty plan!
2 years ago
AJ Jones
I have had a Sears Home Warranty for two years now. I requested a maintenance check on my A/C unit since Spring and warm weather have arrived. A tech came out and told me that a part on HVAC needs to be replaced. I contacted Sears Sales about purchasing a new unit and applying the cost of the needed part toward the sale of a new unit. I was told by Sears Sales that their Home Warranty Department would have to approve applying the cost of a part toward a new unit. I called the Sears Home Warranty Department and they said that they would have to have another tech come out to check out the unit since their other guy, who had serviced my AC last year, had only been there to do a maintenance check. ????. So, I paid the $100 for another tech to come out to check out my system. Surprise: the tech never showed up and my service request shows as closed. AND I have not been able to get a 'person' on the phone but have been caught in a phone loop with an automated system that always ends with the response that I have no open service request even though their service tech NEVER showed up at my house. OMG!
I am going to purchase my new HVAC system in the next few weeks but it will not be with Sears who obviously does not want my business and the Sears Home Warranty that is unwilling to service the system I do have or admit that the part needs to replaced because their 2nd tech had closed my service request. I am going to assume that what is left of Sears is not trying to make a comeback to better days.
2 years ago
Review Source
F Hadadi
I bought Sear home appliance warranty & based on the contract they are supposed to either repair the appliance or replace it however it’s been 4 months since I requested a repair for my refrigerator water dispenser & so far the technician has visited my house 3 times & has not been able to fix it & the last time he came it’s not repairable. He left & I never heard back from sears. So finally I called today & asked what are you going to do about my refrigerator. The guy on the phone said as far as we know your unit is working 😳I said WHAT?!! My fridge problem was the water dispenser & it’s still not fixed but he said ok we send another technician next week. But they are just wasting time the technicians are not experts & don’t know anything. Buying this warranty was the big mistake
2 years ago
Review Source
KEITH WILLIAMS
I gave 1 star and it would be a -star, but I would not be able to leave a review if I did not click on a star.
After countless calls being made to Sears by my wife and myself, sitting on the phone for hours upon hours and telling over and over the same sad story regarding our "Hot Water Heater" failing 03/04/24 and the water emptying out into our basement.
Then a service representative came to our home on 03/06/24, taking pictures and stating he would submit our claim immediately.
Then after no response, we began making call after call after call and being told day after day that the claim was not submitted/received and being told just to wait 3 more days or next week someone should be in touch with us.
Now, 18 days later, after sitting on the phone for over an hour, my wife's patience paid off and she spoke to another Sears rep and was given this claim number and the email address. and instructed us to submit documentation (receipts from Home Depot) verifying that we had purchased a "NEW WATER HEATER" and we will be reimbursed.
We have contacted the Attorney General Office of MA, and are seeking compensation for all of the aggravation caused by this so-called warranty fiasco.
Please rectify this situation as soon as possible!!!
2 years ago
Susan Hunter Scottsdale, AZ
We have a Sears Home Warranty. But every time I log into my account, I’m transferred to Cinch. Why? Also am having issues with getting my microwave fixed. Two providers came. One replaced a part and said it works. Yes, it works but doesn’t heat as hot as before. For three months, I have been trying to get this issue resolved. It’s so hard to get a person to talk to and when you do, you can’t understand them because they have a heavy accent! The service providers are rude, or in a hurry to leave. I am so disappointed with Sears Home Warranty. Once the microwave is fixed or replaced, I’m changing warranty companies
2 years ago
Randal Cain Concord, CA
1 is too high. This is the WORST company.
My claim included a dishwasher and a washing machine. They sent guys for the washer twice. After 3 weeks, the washing machine is finally fixed. The dishwasher is waiting for parts.
I just got off the phone with the worst customer service agent you can imagine. I asked for a supervisor at the outset. He wouldn't transfer me. He asked why. WHAT? I told him I was returning a call from a supervisor from earlier in the day. He wouldn't take that and asked me literally 4x why I wanted to be transferred. Then, it was "they wouldn't be able to assist you." I asked for another call back. He asked why. WHAT? Horrible service. Horrible company. Horrible warranty.
2 years ago
Kathy Wibberly
We have been paying for their appliance warranty for years. After paying the monthly fee, we did a service call for our dishwasher on February 2. They charged us $100 to set up an appointment with a technician. They scheduled a service call for February 7. The service window was between 8 AM - 5 PM so we stayed home the entire day. No one showed up. They rescheduled us for February 12. OK, I can understand that the technician got busy so we gave then grace. We stayed home another entire day. No one showed up. They rescheduled us for February 16. Again spent a whole day waiting. No one showed up. Starting to get quite irked. They rescheduled us for February 21 (today). We were home all day, for the fourth day. No one showed up or called, but we got an email saying "Our technician arrived today, but no one was home. If you would like the technician to attempt to return today, please call the phone number left in your voice message. Or you can schedule a new appointment". They attached a picture of what was supposed to be our house, but it was not. The house number was not even close so it wasn't an "honest" mistake. Of course, there was no phone number left in our voice message either so we couldn't contact them to come back. Beyond livid now and filing complaints with BBB and posting a review here. We paid them three weeks ago, wasted four full days waiting for a technician to show up, and NOTHING.
2 years ago
Dewane Pitman Cleveland, OH
I would give them a 0 if I could. This is an absolute SCAM. They take your money and then when you need a repair it takes forever for them to send someone from another state! Then it takes even longer for them to send someone back if parts are needed. We have been without our washer for weeks and they still have not contacted us to tel us they are unable to get the parts like the repairman suspects. They do not want to have to replace our washer so we are , like so many other reviewers, GETTING THE RUN AROJND! This scam of a company needs to be stopped and shut down. Please do not waste your money on this rigged plan. It is awful at best.
2 years ago
Jane Johnson Salt Lake City, UT
If I could leave a 0 I would. They used to be a decent company by now they r the worst. They have sent out a repair man 3 times. The have sent out the wrong part. And have said that they don't make the part any more. They have said that there will be a resolution for either a replacement or a buy out for the last 3 months. I just kept calling back and getting Apologies the that they understand it has taken too long and call back in 2 days or 5 day or 14 days and I do. I have been very polite to them but 6 MONTHS to come up with a solution is Ridiculous. This started in September and is is now February and still they r working on it
2 years ago
Diane Wysocki Houston, TX
Terrible, waste of money. Have been trying to get my fridge repaired for almost a year. GE monogram . Water dispenser broken/freezing entire refrigerator. The service Company not very good either Astro Appliances Houston TX. If I could sue them (Sears) for terrible service and scamming people I Would!! CLASS ACTION SUIT ANYONE!!! I want all my money back!!! finally got a real people to answer questions on Phone, was put on hold for 50 min.Then Disconnected!!!! Parts ordered 5 months ago and still nothing. This is a Scam so that they can collect their monthly charge and not deliver any full repairs.
2 years ago
Review Source
Jaida Godfrey Ft. Washington, MD
Class action suit is needed for these people!! Horrible service!!! I thought we were the only ones until I read the reviews and comments. It’s almost most been a year and my elderly parents have been without a washer. It’s takes literally a whole day before you can get someone on the phone (if you’re lucky to do that) and that’s by 10+ calls from automated messages being hung up on by the automated calls, being on hold and transferred calls!! These people take their money on time every month and you cannot get service. There have been 5 techs out 4 parts in the garage and still waiting on a call for parts!! No communication, no updates and as of today I have made 6 calls thus far and now on hold for them to tell me they can’t locate anything under the phone# or with the warranty number! RUN RUN RUN!! The Reviews DO NOT LIE!! THEY ARE THE ABSOLUTE WORST!!! They should be prohibited to conduct business and shut down for good!!
2 years ago
Dan Robinson Concord, CA
I signed up for this Sears Protect program in August of 2023. During the period in which free furnace inspection services were offered as part of the agreement, I tried to schedule through HomeHub as instructed. I was told they could find no service people to do so, but if I found someone to do it, I could pay for it and submit a claim, and they would review to determine if they would reimburse. This was for a home in the largest city on the Western Coast of Michigan. I ended up paying $150 for a local company to do it instead. Now in January of 2024 after after 5 months of 0 benefits, I decided to cancel the agreement. On the phone I was told that my credit card would be charged $150 cancellation fee (because that is the discount I received) plus a $25 administration fee. I have the written contract - there is no such mention of any fees in the cancellation clause. Plus, if one prorates the 5 months of the $150 discount, my monthly (paid) fees have only been reduced by a total of $62.50. I did not receive the full benefit of the $150 annual discount, plus I had to pay another company a substantial fee to service / inspect my furnace (I lumped it in with duct cleaning, which I would not have expected Sears HomeHub to cover). In short, this is a massive fraud case. I've tried to cancel, but the "service manager" on the phone said that this is their policy (to charge me $175 to cancel), even though it is not in my contract. And she refused to cancel it without my authorization to charge my credit card for the cancelation fees. Run, don't walk, away from this poor service oriented massive scam. I'm seeking a way to talk to someone with authority, but the customer service "manager" with whom I spoke said there is no one higher in the organization. Right... I see why Sears struggled financially. Stay away from this product - no service, all cost.
2 years ago
Peter Denis Seattle, WA
Run away!!! I had dutifully paid my premiums for years. Just before Christmas 2023, my GE over-the-range microwave died. I tried to use the app - somehow, the app would not accept the model and serial numbers, even though they were registered with Sears. I then finally found a human, who immediately charged me $75. They assured me that they had made a request to their local contractor. As it turns out, that was a lie. I called the contractor, and they had no record of any communication from Sears. I was able to muscle my way up the chain of command and have them admit they the did not have the capacity to fill my needs as they did not have ANY contractors in my area. I was reimbursed my $75 and canceled my contract. I will now be taking Sears to whatever instance is required to return my premiums and pay for the new microwave that their untruths in business have required me to purchase. I will say, and that is the reason for the one star, is that the folks on the phone were uniformly pleasant and clearly abashed by the situation they found themselves in.
2 years ago
Brian Coady Hilliard, OH
They earn the one star because usually a tech responds reasonably fast. That's all the good I can say. Twice I had an appliance need replaced, and both times they offered about 80% of true replacement value. I have a 28 cu refrigerator they offered a 25 cu as replacement. How is that close???
My cloth washer broke but the part availability date kept getting pushed back. I was going to the laundry mat washing my cloths for about 2 months before I gave up and asked for the buy out ... which was for about 60% of a replacement cost.
They mislead you into thinking you are going to receive replacement value to get customers, but it NEVER happens. I asked for the replacement to be reevaluated, but after I gave up after 2 weeks of asking because I couldn't wait on a new refrigerator any longer. When you call they say "we are looking into it" and quick to apologize, but that doesn't cut it.
I am looking for a new company. I recommend you steer clear of Sears which is "powered by Cinch". They really mean "powered by STENCH", because they stink. YOU HAVE BEEN WARNED ! ! !
2 years ago
Debra Cree State College, PA
It is nearly impossible to get a live person on the phone, and then it is always a ESL speaker, who has difficulty understanding my questions. This service is run by Cinch, and both service providers and I have had horrible experience with them. In theory, the home warranty plan is good value, but just try getting someone to do the repair. The company sends the part to the consumer (not the technician), and the consumer has to contact the technician. Twice Cinch sent the wrong part. The latest issue is that they charge a $100 deposit up front (which is refundable after the service call), but then they say they can't locate a technician and expect me to find my own repair person. I have no issue with the technicians who have come - all have been very competent - but Cinch is a nightmare to deal with.
2 years ago
jen burke Haddonfield, NJ
Sears Home warranty is a terrible service! If you were looking for a major problem and headache when your appliance breaks, purchase this policy! It is a complete waste of money. It has taken me over three months to get a washing machine replaced that is covered in my policy, the first service appointment no one showed, the second service appointment was canceled for no reason after waiting several weeks for them. You will talk to several customer service representatives none of which are in the USA. You’ll be transferred to several different departments and will spend hours on the phone. He will not be transferred to any higher level managers when you requested. They gave me wrong phone numbers for the corporate office, I have been hung up on by a customer service representative. I reported them to the Better Business Bureau.This company is running an incompetent and unethical scam.
2 years ago
Alicia Holliday Markham, IL
Sears is no longer the reliable company that it used to be. In fact, they should be investigated because there is no way to contact the business and speak with an actual customer service rep, unless you select the prompts to purchase from them.
When you call any of the phone numbers listed online, you can only work with an automated system that takes you through a series of questions, and based on your prompt selections, you are lead to their website for situations such as, refunds, appoints or any general questions you may have. ( the headquarters phone listed online is a non-workable number). Again, in order to speak with a live agent, you have to select the purchase prompts. DO NOT UTILIZE THIS BUSINESS. You will lose money and good luck recouping a refund…There is no one to assist.
My story: All went well from the initial phone call which was to arrange to have my refrigerator assessed and fixed, and to also renew my home warranty. This was all arranged by a live agent. During the call, the agent also presented a deal for me to have my stovetop range cleaned for $50, which I happily accepted. At the end of that call, I felt assured that I was going to receive the help I was arranging to have.
The Tech came out, he was on time, he assessed the issue, he ordered the part that needed to be replaced, and he even scheduled the next appointment to replace the part, however, the only thing he did not do was clean the stove which I had arranged to have done along with the fridge assessment. He informed my husband, “I don’t clean stoves,” instead he assessed the stove and charged us $50. After learning what transpired, I called the tech and explained to him that I should not be charged for a “stove assessment” because that’t not what I arranged to have done and told him to use that $50 towards the part that needed to be ordered. He stated I would need to call customer service. Unfortunately, my last call to arrange for the service would be the last time a live agent could be reached…Without making a purchase.
I called and called and called and only got the automated system, however, I was able to bypass the automated system when I selected a prompt to purchase, I got through successfully with a live agent. I explained what happened and all the rep does is pass you back through to the automated system.
The part came in the mail and the scheduled date which was arranged by the tech during the initial appointment got canceled. The dispatcher called to tell me the tech was sick and he would come the next day. The next day arrives and I get another call from the dispatcher stating the tech’s truck broke down…I lost my professionalism with the dispatcher and asked for a manager…of course there is no manager so I asked for headquarters (again, phone number listed online is disconnected).
Now having a difficult time canceling my home warranty agreement, cant’ get my refund and had to hire another company to fix my fridge ( they did a phenomenal job).
2 years ago
Ann Jackson Edmonds, WA
The ice machine in my refrigerator wasn't working. Sears sent out four technicians over six visits to fix it. They talked me into the warranty. It worked for about 3 months then stopped working. Then trying to schedule it again was a nightmare of errors. Over a month of transfers to different phone number, different people at each number, appointments made where I had to be home from 8 a.m. - 5 p.m. and the technician did't show, switch to different provider - no show for appointment - they don't service the Seattle area; switch to different provider who did show and fixed it. Yet Sears kept contacting me to schedule the repair. All that and more. I ended up paying ~$1,000 for that ice machine repair. DO NOT USE SEARS HOME WARRANTY. The technicians don't know what they are doing. The business is a circus roundtable of comedians.
2 years ago
Robin F Byhalia, MS
I bought the Sears PROTECT. So I had a technician come out to do a HVAC tune up & clean the unit/coil. He only scraped some dirt off the coils and left it all along the bottom of unit, coil area. That will just go back into the coils & stop it up. Ridiculous. Pour job. He told me that he usually has coil cleaner spray, but he was out. I looked in there after he left & it was dirtier than before he came.
This is the 3rd time I've called them & they don't fix anything, gave me a est on fixing my refrigerator of $900 plus before my warranty when into effect. I just bought a new one. Save your money, don't deal with Sears PROTECT WARRANTY or Sears HOME SERVICES, It's a rip off. I have pics. Im going to try to post them.
2 years ago
gabe napoli Cary, NC
When you call into the 800 number and speak with a representative. The fist thing they ask is for is you phone number. We give them the phone number and they say they can’t find it in their system. Meanwhile your like what the heck. You give them your number again for them to then ask. What is your address. You proceed to give them your address for them to tell you that you’re not in their system. But wait. I have a work order number. You give them the work order number and bamm. There is you name, phone and street address. To get to this point takes entirely too much time. After they pull you up they will transfer you from department to department to department to department to department. Before you know it, you have a migraine and you spent all day waisted on just looking up your information in their system. This home warranty part of the company is garbage.
You know that they take your hard earned money out every month with no issues.
2 years ago
John Haynes Jacksonville, FL
If I could give no star I would:
Our refrigerator stopped working August the 26th 2023. I promptly notified the warranty department. Consequently, a service tech was dispatched and found the issues(s). He ordered the replacement parts which we received thereafter. Sears scheduled a repair date which later was cancelled. Another repair date was scheduled and also cancelled. The refrigerator was finally repaired on October the 9th. In the interval of the notice of August 26th and the repair date of October the 9th I had to purchase a refrigerator.
$282.97 Remaining contract amount was subtracted from my checking account.
During the interim I purchased two coolers and multiple bags of ice of which I'm am not enumerating
2 years ago
Lin Batten Sacramento, CA
I have had a Sears Home warranty plan for 4 years. A couple of weeks ago my refrigerator went out. I scheduled service under the warranty plan. Long story short it was the weeks before refrigerator was repaired. It was impossible for me to talk to a live person with the warranty plan. When I called to cancel my plan I was told that if I called the plan prior to the end of the term (7 months in the future) I would have to pay the difference between what I paid for the service call ($100) and the cost of the parts and labor for the repair. I was told that this was in the terms of the contract. Apparently I didn't read the contract closely enough. This is ridiculous and I'm not stuck paying the monthly charge for the contract for 7 more months since the repair was expensive. I strongly advise people NOT to purchase one of these warrantees. The Independent repair company that did the repairs was great but dealing with Sears to schedule the appt and get updated was abysmal.
2 years ago
Walter Haywood North Las Vegas, NV
Sears Repair Issues
Sears Appliance Repair Issues
A Sears technician came to my gate (of which I left easy instructions for him to gain entry) he took a picture from outside the gate , sent a text from their system to cover his butt and left. We didn’t miss each other, I was home and the technician didn’t follow the directions to gain entry past the gate. He never made it to my home. Their call system is so bad that it’s difficult to talk to a human when their technicians take it upon themselves to leave an appointment without making at least a second attempt to contact a homeowner. I have two numbers listed with them and I did not receive any calls. I ran to the gate within 30 seconds of receiving the text that the technician was at the gate and he was gone. I attempted to call Sears dispatch but luckily i gained access via the warranty line. They connected me with the repair line and I received a callback from the dispatcher at 12:30 pm and she told me I would be placed as Sears repairs next call. I sat outside in my front yard from 1 pm until 7:15 pm and for the second time in 48 hours, another no call, no show from sears repair. The next day I received a call from a computer boot that said I missed my appointment and needed to call them at the 800 number to reschedule. It has been 14 days that we have been contacting Sears to repair our Washer, the parts arrived Monday and have been sitting on the washer. There doesn’t seem to be any leadership or away to inspire accountability in Sears Home Repair Services System. They lack common respect for their customers. Save your money and get someone off the streets to perform repairs on your broken appliances, you’ll be better off. WH
On Oct 13, 2023
2 years ago
Debra Taylor Chesapeake, VA
I have had a contract with Sears for several years. It began with the purchase of a new Kenmore washer/dryer set from Sears Greenbrier Mall Chesapeake. My initial service calls were routine maintenance. My experience with Sears Home Warranty became challenging when I decided to purchase a contract that included other appliances. Late part arrival, no-shows, scheduling problems and appliances being down for extended periods of time were difficult to deal with. I left one good review when my built-in oven was finally repaired. It had been down for almost two months. It was the same case with my washer. The repairmen were professional but the process was never smooth.
2 years ago
Debby Moe Minneapolis, MN
I wish I had read these reviews before I spent over $900 on the appliance and full home warranty. I have had nothing but bad experiences with the company since day one. From them signing me up with the wrong coverage to charging me monthly instead of yearly as I asked and confirmed the amount with the man on the phone, to not booking my appointments for repair on the correct days, which again I confirmed verbally with someone over the phone when making the appointments on my only days off. There are no phone numbers to speak to a human for the appointment problems, only a automated system that you can't talk to to figure out why they didn't schedule correctly. All you can do is reschedule or cancel appointments. The entire program is ran through call centers in another country.
2 years ago
Vic Myrtle Beach, SC
10-5-2023, In the second drawer of the fridge, the lights started flickering and then went out, well almost. There are 2 lights that can be seen underneath that illuminate the drawer. The light on the left is very dimly lit now and the one on the right is out completely. I placed a service call will Sears Warranty service. I got transferred 4 times going through 2 Indian men, one Filipina woman, and one Indian woman whom ended up being the last person. She asked me a couple of questions then before even scheduling an appointment for me, instead started hounding me to buy a warranty service for all of my appliances. This must have gone on for 10 minutes! I told her I was not interested at least 6 times! She was ultra-persistent and really annoying. She finally managed to schedule me an appointment for the next day between the times of 8am to 5pm. I asked if we could shorten the time span and she put in a request for 8am to 12pm. Of course that never happened and neither did the actual appointment! I never got any calls, nothing. So, I called and got the automated line which told me that my times had been changed to 2:15pm to 4:30pm. I was okay with that. 6:00pm rolls around, nothing. I called and got the automated line again and this time it told me my timeframe had been changed to 8:15pm to 10:15pm! This is Friday night. I called the line again at 7:00 pm and was going to cancel the appointment and got another Filipina woman on the line. After all of the BS, explaining, etc she said someone would call me and reschedule the appointment for me in an hour. I never received the call but received a text a little over an hour later telling me that my appointment was scheduled for 10/10 with no timeframe. No one called to ask if that day was okay. I have already wasted 11 hours waiting for the idiots! This is UNACCEPTABLE service!! And to think that woman was trying so hard to sell me a warranty service, HELL NO, NEVER!!! Update 10/10/23, the service tech showed up on the morning of 10/10 and luckily had one spare light on his truck. The service department didn't even tell him what the problem was with our fridge after I thoroughly explained it to them! They had "Error Codes" listed as the issue. Anyway, he replaced the light and all is well for now. The tech was nice and knowledgeable. The Service dept needs serious attention though!
2 years ago Edited October 11, 2023
Matt Hughes Kailua-Kona, HI
How stove was under Sears Warranty for 20 years. The stovetop cracked. We called the Sears Technician. He came and said that he would order a replacement top. He said that he had replaced tops before and our only charge would be the $75 for the diagnostic visit. We called a week later for the status. We were told the part was "no longer available". We were told that our oven would be replaced under the warranty. We called again a week later. We were told that a replacement oven couldn't be found, and that a check would be sent to replace the oven. We called a month later and were told that the check would not be sent because the warranty didn't cover non-mechanical failure. We hate Sears Warranty. We canceled our policy.
2 years ago
Grace Guthrie TX
I wish I would have read the reviews on sears home warranty prior to signing up. This is the first time I have had the need for a repair. I have been without a dryer for a month! The service man came out said he had to order parts. My return visit was scheduled for the next week. I received emails that they were coming on Tuesday between 8 AM and 5 PM. No one showed up! No courtesy call or email! Very difficult to speak with a person! My visit was rescheduled for today. Got an email mid morning that my appointment was rescheduled to Monday. I am an amputee and have much difficulty hauling wet clothes to have them dried. With the amount of money I have put out for this service and the out-of-pocket service call I could have bought a new washer and dryer! I am very disappointed. I wish I would’ve read the reviews prior to electing sears home warranty! They are horrible!
2 years ago
Kenneth Rosenberg
Sears Home Warranty Plan
Wow I almost don’t know where to begin. This has been a TOTAL nightmare and now it just got even more ridiculous. I’m amazed they are still in business. Now for the saga. Our GE washing machine was leaking so we called Sears appliance repair. A repairman came out and checked the machine for us. The filter was clogged, heck I didn’t even know it had a filter. He cleaned the filter and sold us the “protection plan” for a reduced cost of his visit. We bought it who doesn’t want to save money right? Well that was a HUGE mistake. A little over thirty days and it was leaking again. We called and the same person came out. This time the filter was full of plastic shavings. The repairman said it would cost more to fix than a new machine would cost. He submitted his report to the company. We waited weeks and weeks and heard nothing. I called again and was told now that the parts are no longer available and they would replace the machine. We well receive an email within three days with the details. SURPRISE, no email! So I called and after chatting with more than 5 people was told a technician would have to come out and REverify that the machine ,,,,,,,,,, whatever. I told them that makes no sense. Now I have to wait until next week for that to happen and then at some point get a new machine? Don’t count on hold on this gets better. I told them that was silly and i literally have almost no clean clothes at this point. It’s been about a month and a half. So I get transferred around a few more times and get to where I “think” I’m at a higher level. Now it really gets fun. So I go through the entire story again. Then he says well this is a pre existing condition and it’s not covered. My thought was well you don’t play by our rules so no washer for you. I said then cancel my plan I can just go buy a new washer. He transfers me to the cancellation department for a second time today. The lady again tries to talk me out of cancelling. I told her the story and she says well that’s not pre existing then. I agreed with her but I’m tired of it all just cancel my plan. Well I finally got it cancelled but guess what. I owe an additional $165.00 dollars. DO NOT BUY THE PLAN, you will die of old age and still not have what you need.
2 years ago
jerome mcclain New York, NY
My dryer was broken on August 18,2023 my appointment was made and the technician arrived on time and diagnosed the problem, he told me he was ordering 3 parts and to call him once they arrived at my house,.On August 22 2023 two of the parts arrived so I waited for the third part for two weeks before I called and was told the part doesn't exist.I was then told a resolution would be decided in a week and call back.Called back for three weeks and was told the same thing waiting on a resolution no its seven weeks in a nd told to call back on Monday October 2,2023 for a resolution on when they are replacing my dryer unbelievable, this a horrible company with a customer service that knows nothing STAY AWAY FROM THIS WARRANTY COMPANY!
2 years ago
Review Source
Steven
These people are a joke my washer machine broke June 12th 2023 it is still currently broken every day I call them they have a different excuse starting with there's no order for parts on my washer then they make an appointment to send a technician to my house he never shows nor do they call to let me know when I call them they say the truck broke down so they make the appointment for 2 days later 10 minutes before technician is supposed to be there I decide to call they do not know what I'm talking about they said an order was never put in for my washer you pay for a year and you don't even have your washer repaired when it breaks your best off going and buying a new one from Home Depot getting the 5-year warranty that comes with it calling it a day speaking to those people on the phone with Sears are like speaking to an untrained dog horrible service do not recommend each year price goes up service goes down.
2 years ago
Jeffrey Baker Slidell, LA
Our refrigerator broke in early June 2023. Repairmen came out 4 times. 1st repairman replace some parts; unfortunately it did not fix refrigerator. Finally approved for replacement on August 23, 2023 but cannot get replacement until they issue replacement cost. They tell us to call back every 3 to 5 days and we do. However, we get told the same thing and person we are speak to on the phone. They do not have an email and cannot give contact information of their direct supervisor. It is now 9/18/2023. I plan on reporting Sears Home Service to Better Business Bureau, Consumer Fraud Unit of our state Attorney General, and Consumer Protection Agency of the Federal Trade Commission. If you have had a similar scenario with Sears Home Warranty, please report them to the above agencies. It may not get you the promised replacement, but maybe it will lead to them getting investigated, fined, having to pay reparations, or possibly being put out of business. If you are considering getting a Sears home warranty, save yourself the aggravation and money and do not get one.
2 years ago
