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Sears Home Warranty

2.75 Stars (633 Reviews)
Updated: January 20, 2023
By: Jonathan Trout
Jonathan Trout
Content Manager
Jonathan is a former product and content manager for Retirement Living. His background spans sales/marketing, finance, and telecommunications. Jonathan’s expertise in consumer wellness and research-backed data stories helped educate seniors on financial planning, retirement, and community resources. Jonathan graduated from Oklahoma State University with a B.S. in Environmental Sociology.
Content Manager
Edited By: Jeff Smith
Jeff Smith
Sr. Content Manager
As Retirement Living’s senior content manager, Jeff oversees the product and publishing of all retirement, investing, and consumer wellness content on the site. His extensive expertise in brand messaging and creating data-driven stories helps position Retirement Living as a top authority for senior content and community resources.
Sr. Content Manager

Update: According to the Sears Home Warranty website, customers with a Sears home warranty will still have their appliances and systems covered despite Sears filing for Chapter 11 bankruptcy. Sears home warranties are underwritten, administered and serviced by Cross Country Home Services.

Editorial Breakdown

Service Quality 3.5 Stars
Affordability 4 Stars
Coverage Area 4.5 Stars
Customer Service 1.5 Stars

Overall Rating 2.8 Stars

Bottom Line

Home warranties offer peace of mind when it comes to protecting appliances in your home. Sears Home Warranty plans offer major appliance and systems protection to more than 20 appliances. To see reviews and features of our top home warranty companies, click below to read our guide.

633 Sears Home Warranty Reviews

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1 Star

June 11 2018 11:58AM

I would not refer Sears Home Warranty to anyone, not even a member of **. THEY SPEND MORE TIME TRYIN TO FIND THE CHEAPEST PROBLEM RESOLUTION Than trying to correct the breakdown. I’m handicapped and I have a 12 yr old with cerebral palsy that requires total care. I’ve been without my washer, ceiling fan, and central air condition for three (3) weeks. Sears has a long list of excuses and apologies when called, if you’re lucky enough to reach someone who speaks enough English so that you can understand, and don’t get ‘accidentally ‘ disconnected. DO NOT TRUST SEARS with your home Warranty needs. You’ll be THOROUGHLY DISAPPOINTED!

Norma S.
1 Star

June 11 2018 10:04AM

I will make this very short as I plan to post to as many sites as possible, I honestly just want to save someone the headache I have had. We purchased the Whole Home Warranty last year (2017), over 6 weeks ago I made a claim for our kitchen range. April 24th a Sears Technician came, concluded it needed replaced, due to this Sears requires a 2nd opinion.

Within 10 days (finally) a 2nd service person showed up and concluded the same, range needed replaced, this was over 6 weeks ago and we still have no range. I called numerous times, literally 2-3 times a week and got the same response every time, "it's in research". Finally I was transferred to "case management", this person apologized and said it NEVER made it to research.

They requested pictures of the range, I sent those pictures on June 1st and was told this morning there is still no answer nor an update. April 24th I had a technician here and it is now June 11th, I have no results nor have I received any of my money back. They will take your money and not provide the service you pay for. Please do not pay for this!

Cory W.
1 Star

June 11 2018 9:53AM

Three months ago, I contacted them for help with my refrigerator and clothes dryer. It is June 11, 2018 and I have yet to receive any service on either of these appliances. I was told that they were still looking for someone who provides service in my area. I do not live in the woods. Previous service industry folks have had no problem meeting timely appointments at our home. I am totally disgusted with this Sears Home Warranty Plan. In fact, even though I have been a Sears customer for 45 years, I am so disappointed in this Plan, that I will no longer purchase any appliance at Sears.

Jo-Ann P.
1 Star

June 08 2018 12:33PM

I have been waiting almost three months for Sears to fix or replace my AC Unit. My AC stopped working on March 29, 2018 and I immediately reported it. A repair person came out on March 31 and he said he had to order a coil, but the coil he ordered was not the correct one, he said he reported to sears that they no longer make that particular coil. I called Sears myself to find out what was going on, Sears told me that the part was being ordered which I knew was a tale. Now they finds out that the coil is no longer available, so now Sears have to replace the whole unit and said I have a non covered charge of $2,685.00 for labor which I had never heard of this type of stuff before. Where can I get a lawyer? I am 62 years old and disabled with all kind of ailments and I have suffered tremendously. I need my AC fixed and I don't have that kind of money.

Mary C.
1 Star

June 07 2018 2:28PM

This service was called more than one month ago. When the service men arrived, they said our washer would need new parts. It sounded like a jet plane taking off when in use. They ordered that parts and came back after we received a large box shipped through UPS. I called the repair service and they said there was another part not included and that it was on back order.

Over the next few weeks and many trips to the local laundry I attempted to contact for an update. During that time, I was transferred to many other telephone numbers - all had different information and on one particular day I was on the phone for one and a half hours. They all reported a pending repair order and most said the part was on back order.

Last week when checking again, I was told they were going to try and locate the drum locally. Several days ago, I received another very large part. I called the service again to reschedule an appointment. I was told then that the part was still on back order. I gave the a day or two and called back. We scheduled an appointment for June 7 between 8:00 and 5:00. I called again this morning at noon to make sure they were coming. The person on the phone said the part was not here and I told her the story and asked to speak to a supervisor.

End result, no one is coming today and I had to reschedule another appointment for next Thursday - one week from today. There are four people living in this house and we will by that time be without the washer for almost seven weeks. I sincerely hope someone in authority will check these remarks.

I am an 80 year old having to ask people for help visiting the laundries. This is the first time in my life that I have not been able to secure help from Sears. Today after speaking with three people, the last one told me to call back later, their service was out.

Eleanor L.
1 Star

June 07 2018 2:05PM

Worst home warranty ever. If you are thinking of buying home warranty, Sears is not the place to go. I have claim for Wall Oven. First of all, it took more than 2 months to get a response from Sears. Finally when they sent a rep out to fix my oven, they said that they have to replace it. This took another month and today they came to deliver the oven and happened to be the wrong size. I have been trying to call Sears and it is never ending call loop they put me thru. There's not a live person who would be able to help me since they always transfer me to another and end up getting hung up.

Nilmini H.
1 Star

May 24 2018 4:19PM

After four weeks waiting for someone to contact us to have preventive maintenance on our AC, no one from Sears Home Warranty called us or contacted us to tell us that they couldn't find anyone. We don't leave in the 'sticks' but in a large area, not a metro. If they can't find anyone to do this service, why should I trust them to do something in an emergency? I am asking for full reimbursement but we know what will happen. I have asked for a supervisor to call me but not holding my breath. This is a terrible company and cannot recommend it to anyone and would suggest people stay away from this warranty!! I see from the other reviews that I am not the only one who has issues with Sears Home Warranty. I give them 0 stars but that is not one of the options

Jon G.
1 Star

May 22 2018 3:10PM

I would give them Zero stars if I could. I have trusted Sears for years by reputation and service. We had a dishwasher failure and the repairman talked us into a warranty program for our major appliances. We decided to upgrade to a whole house product to cover our HVAC and water heater as well. It is all reasonably priced. In theory if they spent as much time and effort on honoring the agreement as they did selling it and signing people up, it would be worth it. The problem is the service after the sale. There is none! Zero! Our AC ended up with a coil and Freon leak. It has been a dozen phone calls and multiple hours of time on hold or going through phone trees to be denied, deflected, or declined. Our AC has been down for 2 and a half weeks with no end in site. The companies that Sears farms out the warranty coverage to are absolutely worthless and the preferred repair providers in our area are also poorly run. When I asked to speak to supervisors, I was put on long holds or told they would have to call me back. Then nothing! When I left messages for the repair company, nothing! When we asked to terminate and for a full refund, we were told there was no refund department and that we would have to write to corporate in Florida. Never Again!

Jeff K.
1 Star

May 22 2018 2:58PM

I was lied to by the technician that came to my home for an ice maker repair about the coverage I would get for the plan I was purchasing. I specifically asked about coverage on my pool and was told the plan I was getting covered it. Now 18 months of payments later I try to file a claim and they tell me I don't have coverage for that. I can add the coverage for "Extra Monthly Charge" but, they will not cover the item the SEARS TECH told me was included. Clear case of bait and switch.

I'll be filing a complaint with the BBB and any other group I can find. The Customer Service people refuse to make supervisors available, which is illegal if I'm not mistaken if you ask for one. They transferred me around to 3 different departments all in different areas of the country until I was finally hung up and had to call back where I spent over an hour on the phone to get the same thing, NOTHING and no real help.

Their people are woefully undertrained mindless idiots who have no idea what customer service looks like. I'm appalled to that I went with them from name recognition but, boy was I mistaken on what I thought I was getting from a company that I've had years of good service from. Shame on them for letting their service get to this.

John D.
1 Star

May 22 2018 10:59AM

Buyer beware - do not spend your money on this warranty. You will be lucky to even get a brochure with the proper contact numbers to schedule a service call - only to find out that the reps you do reach know nothing and pass you along to another rep. After I made a few payments, I decided to cancel the contract because it was not customer friendly. They even charged me a fee to do that because I was given a discount at the time of signing! I never once was able to use the service - such a challenge just to schedule an appointment. Be prepared to spend a lot of time being transferred or told that you are calling the wrong numbers. When you are successfully connected with someone, it will likely be a person speaking limited English. I had considered using Sears for a flooring project, but decided to go elsewhere.

Cynthia A.
3 Stars

May 21 2018 9:46PM

After twenty plus years with American Home Shield I had finally had enough of 1 hour hold times and left. I thought I'd give Sears Home Warranty a try in spite of it being quite high priced because I was hopeful of better service. In a way it is, I don't have to wait an hour to speak to someone but as others mentioned don't be surprised to wait a week for an appointment only to have the provider not show up.

I've only been with SHW for about four months and I've already had two claims. I'll address them separately: A clothes drier was first, I actually signed up after the drier was broken which I thought was a great hook to get you to sign up for the warranty. I had to wait the better part of a week for the appointment but a holiday weekend probably extended the wait. On appliances, unlike A/C or heating, you may actually be dealing with Sears personnel.

I can't say that is always the case but it was for me but it took three trips to get our drier fixed. The first repair person totally blew the diagnosis and had the electric motor shipped to us and as it turned out that was not the problem. I had my doubts about this guy when heard him on the phone asking someone else what to look for. Sigh... I waited a week for the parts to arrive, notified Sears that the parts had arrived and waited three or four days longer.

A knowledgeable repair person who very quickly determined the problem was the control card not the motor. It's an old drier so he wasn't sure they could get a replacement but it turn out they did. BTW if they had not been able to obtain the replacement part they would have given us $500 towards the purchase of the drier of our choice. Another day or two later a third guy came out, replaced the part and the drier was fixed. Satisfactory end result but going a month without a drier? NOT GOOD! Now, my A/C isn't cooling like it should. I figured out how to file the claim online.

The only problem with that is the fact that if you file online, you are responsible for contacting the service provider yourself. This started last Tuesday and my appointment was scheduled for the following Monday. I called and left a message for the service provider that evening after closing time but they didn't return my call the next day so I called them again. The next morning they did call back and my appointment was confirmed for Monday between 12:00 PM and 5:00 PM. They never came and they never called. I called Sears who basically indicated I should have called the service provider.

I said it sounded like they wanted me to bear all the burdens and the representative actually said, "Yes, that's right." So now I will be calling again in the morning since it's after hours again. If I don't hear from the service people in the morning by nine Sears is supposed to get someone else out to fix the problem. I asked if the appointment would be another week away and they said no it would be the within two days. Maybe so, I'm not convinced and I'm not particularly happy.

Surely someone does warranties right out there somewhere. AHS was low priced (relatively speaking) and had customer service to match but the service providers usually came in a reasonable amount of time and were usually good. Sears has been much easier to get in touch with but the service is VERY SLOW and VERY EXPENSIVE. I strongly suspect I'll be trying another provider very soon.

Bobby W.
1 Star

May 21 2018 3:15PM

Our refrigerator stopped working in March. We called Sears Warranty and they set up an appointment for three weeks later to diagnose the problem. We were told that a technician would install a new circuit board after three more weeks. When the technician arrived, he discovered that the wrong circuit board was sent to us. He ordered the correct circuit board and scheduled another appointment for four weeks later. He installed the new board and the refrigerator still would not get cold. We called the company to complain and they offered to send someone out to us in 4 more weeks. Having waited a total of 4 month and still did not have a working refrigerator, we called customer service to cancel our policy. Their representative told us they would set up an appointment with a Sears technician to come out that day and declare the refrigerator unrepairable so that they could pay for a new one. She promised to call us back at 4 PM to make sure the appointment was kept. No one from Sears showed up and the rep never called us back. Since all calls to the company are routed through a call center and assigned to reps randomly, we could not contact the rep who promised us she would start the replacement process. Finally, after living out of a small refrigerator in our garage, and getting no resolution in 4months, we went out and bought a new unit. Sears Warranty gave us an $8 rebate and would not contribute anything to the cost of the new refrigerator since we did not go through the proper procedures. There are criminal enterprises with more integrity.

Stephen F.
1 Star

May 21 2018 11:06AM

I have been having issue with my refrigerator for the past 5 months. Made a service call to Sears in early Jan'18. The technicians came in and fixed compressor, valves and few other parts of the refrigerator in early Feb. Just a few weeks after, the refrigerator started making sounds (fan was noisy) and the cooling was not very effective.

Called in to Sears for recall and set up an appointment. Nobody showed. Called in again and set up an appt. 2 different companies (Sears and Emperial) called in to check on the refrigerator. Emperial came on May 10 checked refrigerator and said fan motor not working and that they will order parts and call back to schedule a time to fix it. The next day - May 11, A & E calls and says they have an appt to look at the refrigerator.

I called Sears Home warranty and tell them the refrigerator was already seen by Emperial and asked if I still need A & E to come in. The customer service rep adviced to let A & E check on the issue. A guy named Patrick came from A & E and said program board does not work, so he replaced with a new one he had in his truck. Patrick said all looks good and he left. Few hours later the refrigerator totally stops working and it was weekend. So I call Sears home warranty claims department (May 11) and they said they could not do anything until following week. Finally someone (Ben) shows up from A & E on Tuesday (following week, May 15) and they said the program board was not fixed properly, everything else looks good.

Ben said will check in few hours or day to see if refrigerator is working before closing order and that he knew what part to order (another valve) if the refrigerator does not work. He never calls, refrigerator does not work. Meanwhile Emperial calls back on Thursday (May 17) and said they have the parts ready (Fan motor) and can come on Friday to fix it.

Emperial does not show up on Friday - May 18. I finally call Sears Home Warranty on May 18 evening again to check on the status of the service request. I tell the entire history of several different technicians coming in and each one diagnose a different issue. The customer service rep said they cant do anything until they get the report from service provider.

They asked me to wait and call back to check on status. I called in Monday May 21st to check on the status. The customer service rep said there is no open order, all service requests have been completed. I told them refrigerator is still not working. Customer service rep said a new request has to be opened and put me on hold. After several mins of waiting she says they are unable to open a new request because my account already had several request and it crossed the maximum number of requests.

Absolutely frustrated - one thing refrigerator is not working, second paying big bucks to Sears is not working, 3rd long wait on Customer service and each time different response. Honestly not sure if I can get Sears to fix my refrigerator. And all my appliances are from Sears....seriously, not a good choice!!!

Jo G.
1 Star

May 21 2018 9:48AM

Our washing machine broke down and it took more than two weeks to have it fixed. The dryer broke down shortly thereafter and they were unable to fix in a reasonable amount of time so we purchased a new dryer with our own money. Our refrigerator stopped working a few months after that and they could not fix it because the serial number was not legible and they wasted time setting appointments with technicians who supposedly could but at the end of the day were unable to. Sears would also not replace the fridge because the problem was due to the serial number issue. In all of this, I spent countless hours on the phone and mostly waiting and on hold. I strongly suggest you do not waste your time and money in a Sears Home Warranty.

Jacqueline D.
1 Star

May 19 2018 4:31PM

I have had a couple of claims under my home warranty plan. I have to pay $40 a month for the plan and then a $75 deductible on each claim. Waited for two weeks to get the part I needed for my washing machine. I also needed a new lid for my washing machine because it one of the hinges was rusting, but that isn't covered under the plan because it is considered "cosmetic". Had to buy that myself. The first lid I received came dented. Had to send that back and get another one which finally worked out. Now I called to schedule a maintenance check on my air conditioner for this year and was told I was four days too late to do that. Won't bend on that request. But they still want my monthly fee. Just not worth the hassle.

Tim H.
2 Stars

May 18 2018 11:52AM

In retrospect, I wouldn't have signed up for this plan. I paid $39,95 a month for two years, then got charged $149 for cancelling it about three months after making a claim. I had a problem with my ice maker that required a half dozen service calls -- it really should've been fixed in two or three -- and I literally spent hours on hold during various phone calls for service. When I called to cancel, they repeatedly put me on hold in what seemed like an attempt to get me to just give up, hang up and keep the warranty. Then they told me it would cost $149 to cancel. When I told the operator to go ahead and cancel it anyway, she tried to put me on hold again to wait for a confirmation number. At that point, I decided I'd had enough. Trust me: The time you'll spend on hold alone will make you regret buying into this warranty plan.

Doug M.
1 Star

May 17 2018 4:56PM

Warranty is 75.00 a month. Ive been without a washer for 24days. The repairman has been here three times order new parts each time. Its still not fixed. He submitted a report that it cant be fixed 4 days ago. My claim is still in "review" no replacement or store credit offered yet. No urgency by them to fix this problem. Id never by from them again and do not recommend this warranty. Its useless and what you pay for it your could replace that which breaks down.

Taunja H.
1 Star

May 17 2018 2:52PM

Totally unsatisfied. This is the second appliance that I have had a repair call on. Both times I have dealt with a 2nd rate repairman, who have to come to my home multiple times. There is no customer service support for complaints either. You basically have to deal with whomever the computer generates in your area for you serviceman, regardless of his skill level. Phone center is totally out-sourced and no one speaks English. How disappointing that Sears has fallen this far! I would NOT recommend the warranty service.

Nancy P.
1 Star

May 17 2018 9:51AM

This is a very expensive plan. I paid $69 per month and received shoddy service. They had a hard time finding me providers, I had to wait days for providers to come and when they came they charged me the $100 deductible. I had a water heater replaced and by the time they charged me for fees and new piping, the water heater cost me more than if I had went out and hired my OWN provider. This is NOT Sears, It is an insurance company that goes out of its way NOT to provide services...Lots of obstacles and hoops for each claim. When you call, expect to be on hold for 30 minutes minimum!

Bill T.
1 Star

May 15 2018 5:27PM

Very unsatisfied!!!!! This is not a Sear product. I have been paying $49 a month and have waited over one month for a part to come in. Can not speak to anyone with any knowledge, only offshore phone bank. Another claim for a refrigerator repair was denied because they dont cover door seals. Come on!

Leslie D.
1 Star

May 10 2018 7:52PM

It is just a pure scam. You will surely get no service or next to nothing service. You will be frustrated at the end. DON'T GET IN TO IT. Check more than 6000 1 star reviews on consumerreports.

Prshant K.
1 Star

April 25 2018 7:13PM

phone information outsourced to people with limited english, long waits for repair service, and claim denied. bought sears products but will buy elsewhere in the future. dont do it!!!!!!!!!

1 Star

April 24 2018 2:31PM

Sears Home Services is NOT a service provider. It is an insurance policy that makes a phone call to an authorized provider and charges you $75 as your co-pay. We paid $39.99 for 7 months before we made our first service claim. Our microwave oven repair was scheduled for an appointment in 10 days (ridiculous). They called on the 10th day to reschedule 13 days later! Then on the day of that appointment, they scheduled for 14 days later!!! A total of 37 days after my call for service and there was no guarantee they would come then. When I canceled all they would refund was 1 month of service. Dont waste your time and money.

Allen W.