Sears Home Warranty Reviews Page 16

Recent Reviews

July 24 2020 5:28PM

4 weeks without washer. Wrong part ordered. Terrible service. Terrible phone service. Terrible. Horrendous. A mess. I want a refund and a phone call to explain this whole mess. If there is another warranty company with better service and reviews I would like to know.

Hendersonville, NC
July 22 2020 5:54PM

We have had issues with our refrigerator for years now...This time around we have been without a refrigerator for over a month now and there have been several technicians that have been out and have only made temporary repairs.

Up to now, repair technicians have unplugged our refrigerator and said to leave it unplugged for the remainder of the day, plug it back in and it should be good...and it was, for a few weeks.

The next technician pressed some buttons on the front/ice & water dispenser area and said it would be good once it reset... and it was, again, for a few weeks.

Then this last time around, in early June our refrigerator fails to say cool...again. I called and scheduled a repair technician visit for 17 June 2020.

The tech came out on 17 June, noticed the ice that had formed on the back, exterior of the refrigerator, and the rust that it had caused and said that the refrigerator was defective and that he would submit a warranty to get it replaced and that we should hear something within the next week.

Well, we didn't...So my wife attempted to make contact and was given numerous numbers to call and in the end she was told that the technicians comments, stating that the failure was due to a lack of insulation, was not covered by warranty.

I didn't understand that explanation and couldn't accept that answer since I am not the engineer that designed the refrigerator, with insufficient insulation.

So, I called and was told that the only thing that could be done was to have another technician come out and re-evaluate...Another tech visit was made for 07 July 2020 and I had to take off of work to be present....

Just prior to our appointment, the repair technician called us and asked if there was a mistake, that he could read the prior techs comments and that he didn't see a need to actually come out.

He had seen this issue/defect before and told me that he would work with his supervisor and push it to warranty services again.

I have since called an additional 3 numbers, have even talked to supervisors who told me that they would look into it and get back to me on the following Monday....that was Monday, 13 July and I have yet to receive an update.

I attempted to find out the status of and finally resolve this issue this week starting on 21 July via their online chat function where I was given an email address and a glimmer of hope.

But, that glimmer what quickly dashed when I promptly received this automatic reply from [email protected] ([email protected]) "The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient directly."

Stacy H.
San Diego, CA
July 20 2020 7:33PM

We have been trying to get our a/c serviced since March 2020. First reason no service techs in our area. Then COVID excuse. Now it is July and despite several calls and attempts to get service nothing has happened.

Filed complaint with Office of Attorney General in AZ. Sears needs to go out of businesses. Consumer concern and service is a disgrace. Telling everyone about our lousy service.

Ann Marie G.
July 20 2020 6:44AM

My wife and I purchased a Kenmore Elite Refrigerator from Sears two years ago under a master protection warranty and after 3 weeks of it not cooling and having two technicians replace the condenser and compressor it’s STILL NOT WORKING.

Now ANOTHER technician is suppose to come out for a THIRD TIME which now makes it a WHOLE MONTH we’ve been without a refrigerator (meanwhile keep in mind we have 4 children to support who need to eat).

We have been trying to get in touch with warranty about replacement and $500 worth of food loss because we are tired of being on hold for two hours at a time and no email response from a supervisor.

NEVER AGAIN will we purchase anything from Sears or anything related to Kenmore because not only does the product SUCK so does their customer service!

The online chat with technicians can’t escalate anything on their end because as we were told they are just a scheduling system. They claim due to COVID-19 wait times are longer.

Didn’t know that phone lines are busy at the crack of dawn when calling first thing in the morning as soon as they open and still being on hold for 2 HOURS! But of course when it comes to warranty they don’t want to replace their products that suck!

Kenmore must suck that bad that we have to WAIT A WHOLE MONTH for them to have 3 techs come out before even saying it can be replaced?! #SEARSCUSTOMERSERVICEWARRANTY ANDMAINTENANCESUCK!!! #ZERO STARS!!

Richard R.
Jacksonville, FL
July 19 2020 1:27AM

My oven stopped working in June 2020. I called my home warranty (Sears Home Warranty). They sent a serviceman from sears out to fix it. The man came out and it sounded like he was handling my oven extremely aggressively. All I heard was banging.

My oven worked for two weeks and went back out. I called my home warranty back. I had to wait for someone to come out on on July 2, 2020. The guy ordered 2 parts for my oven. The stickers came. The other part was supposed to take 3 days.

I called multiple times and was told that my part is expected to arrive on July 29, 2020. I called customer service to ask if there were other options because I really need my oven to cook.

I shouldn't have to go without an oven for over a month when I pay a home warranty and I paid a $100 deductible and my oven wasn't fixed. Every time I call, I'm being on hold or hung up on.

I ask for a supervisor and am being told that they'll call me back because they're busy with other customers. This is not fair and should not be allowed. I would like to know how I can be refunded. This has happened to me on several occasions.

I've even had to pay a plumber in December after paying a $100 deductible when the company sears home warranty sent out didn't fix the leak in my tub.

They refused to fix the problem and tried to tell me that something else caused the tub to leak. I hired a plumber and he fixed it within 15 minutes.

District Heights, MD
July 17 2020 12:19AM

Made a claim to repair an existing issue with a Kenmore dishwasher and an over-the-hood microwave (GE brand that is still being sold) the first week of May 2020. First Sears guy showed up and claimed he was there for the dishwasher and left.

I called and finally got customer service to send another non-Sears repair company. The repair company scheduled an appointment and determined what part was needed. The repair company notified Sears Home Warranty (Cinch My Account) and the part was ordered.

Several weeks later, I have not heard from anyone, so I called the repair company and was told the part arrived several weeks ago, but was damaged. They notified Sears and told them to send another part.

I called Sears and was told the repair had been completed and closed the claim. I argued with the supervisor, who was adamant it had been repaired.

So, they sent the repair company back and it was then determined it was more expensive to make the repair than replace the parts. Several weeks go by and we hear nothing.

I call Sears again and was informed they needed to send a second repair company to verify it was not repairable. So, we schedule another appointment for first week of July 2020. On July 16, I called the repair company and Sears Home Warranty.

Sears advised me that on July 7, the second repair company contacted Sears and determined it would cost more to repair the microwave than replace it.

So then Sears customer service rep then tells me it will be 24-48 hours before another Sears division would contact. What??? I reminded him it had been 8 days since Sears was notified by the second repair company to make a replacement rather than repair.

I ask to speak with a supervisor and was informed one would contact me within 24hrs. 22 hours later, I call Sears Home Warranty and informed by customer service, "it has not been 24 hours since your call and a supervisor will be calling", and then disconnected the line.

I called back after the 24 hour time had elapsed and was put on hold for nearly 28mins before asking the customer service rep to have the supervisor call me when available.

Three hours later, no return call, so I called and was informed that the supervisor was unable to verify all items and the second repair company need to file missing items. He then further attempted to pass the buck by telling me that due to Covid-19....blah blah blah.

Amazing how the repairmen arrived and determined the microwave was not repairable and to make a replacement, but Sears Home Warranty are now blaming Covid-19 for their failure to relay information to me, avoid returning my calls, and now attempting to replace the microwave.

DO NOT USE THIS COMPANY (and I was a huge Kenmore person)!!! Find another home warranty company. I make online reports or complaints, but I am tired of paying $80 plus a month for nearly three months to get the run around.

I could have purchased a brand new microwave for the amount I have lost to Sears Home Warranty. I repeat DO NOT use this company!!!

D J.
Odenton, MD
July 16 2020 8:27PM

Got a master protection plan on my ac unit. Went out and they said no Available dates All I am hearing. They already overcharged me for the unit and now they won’t send no one out. Telling me to pay out of pocket. Not my job to do so.

Just letting you know don’t get this warranty or deal with Sears in this aspect! They are crooks and will not honor their warranty. Only way I see is to seek a counsel to try to get it resolved! Again please stay away from them about any warranty or anything!!

D R.
Blytheville, AR
July 14 2020 12:35AM

Sears Home Warranty is the biggest farce! I've been with Sears for 22 years. I got a Sears home warranty for $864. I had to pay $100 deductible to have a plumber come to my home for a clogged drain. It's been two weeks and I've never had such a run around in my life.

You cannot talk to a living person to straighten out and get an appointment with a service technician! Worst service ever! Had to pay $395 to A different plumber to fix the problem. Don't get this warranty!!

Susan H.
Sacramento, CA
July 10 2020 5:57PM

I've been with this program for approximately 3 -4 months. I have the whole home warranty service and pay $76 dollars a month plus $100 deductible.

Problem number 1 I had two items that needed to be fixed at the same time and you can only put an order in for one online so then you have to such for a number to call so someone can combine the order. Not bad that worked and at first I was happy with the service.

My refrigerator needed to be fixed twice. A provider came out the 2nd time and said nothing was wrong. A few weeks later the refrigerator broke down completely. The same service provider came out again and stated it needed parts sears sent an email with 3 options.

Replace for $899, repair with no guarantees if it breaks again or get a replacement check. I chose the replacement option. Mind you the $899 quote is not comparable to anything that you can actually order.

I place the order and then realize there was no way to choose the color that I needed. So basically Sears can replace your stainless steel appliance with whatever color they chose even though it doesn't match your other appliances.

There was no option to pay a fee for the color you want basically you have no choice, mind you the other colors are the same price. That was an argument I chose not to fight and accepted my fate.

After that, I get an email stating that my order was placed and it would take 5- 7 business days. Not a problem. I wait for the 5-7 business days and decide to call to see when it will be delivered. I got the biggest run-around and no clear answer.

It took two days to get a delivery date and was told it was going to take now 21 days for me to get a refrigerator because someone had to resubmit my order 7 days after I made my original order.

A day before this conversation was had I was told that my refrigerator was going to be delivered in a day or two but no one contacted me so were they going to just show up. I told them I did not want to wait another 21 days for their mistake and cancel and give me my check.

Now the representative had the audacity to tell me they are going to charge me a 35% restocking fee. I didn't do my research on this company as a friend told me about the program and it worked for them and since Sears has or had a great reputation I joined the plan.

It simply isn't worth the hassle. I could have called a local place and had a refrigerator delivered in less time with less hassle.

Celeste B.
July 10 2020 2:23PM

This is the second time I have had Sears Home Warranty and the last. They are consistently horrible. There is absolutely no way to call them and get any information or help to fix a situation with a claim. As of this note, my wife has been on line with them for well over an hour.

She has been transferred 7 times. You either get a person you can’t understand or a recording that is garbled. It is no wonder they are going out of business. Use someone else! Do not risk your money on them. They are garbage!

James D.
Denver, NC
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