Sears Home Warranty Customer Service Issues

I have an appliance home warranty. I was given an appointment for today from 1-5 pm, but no one showed up or called. I had to leave at 5:01 to pick up my granddaughter from camp down the street. I got back within 6 minutes, and the technician had already come and left. Customer service at Sears couldn't assist me, and the tech never called back after I explained the situation. Now, my only option is to take more time off work for my next appointment on 8/20 from 8 am to noon. The ongoing issue with my freezer ice maker is causing a puddle on the floor, forcing me to shut off the water to the fridge. I hope Sears ensures the next tech arrives on time and actually communicates.

I am having difficulty with the Sears Warranty due to their delayed response. I currently have three unresolved appointments - one for a water leak in my kitchen and bathroom, another for an outdoor leak, and a new one today for my non-functioning range. Sears informed me that they cannot address these issues until September 6, [redacted], which I find completely unacceptable. Despite signing up based on the program's promises, I have been paying a monthly fee for over half a year and only had one problem fixed. If this is not resolved promptly, I will be requesting a cancellation of my warranty and a refund for the months I have paid. The service was marketed as providing same-day repairs, but the actual wait time is weeks to months before any resolution. I am very disappointed with this service and will escalate it further if necessary.

I am having issues getting in touch with the service provider who was supposed to repair my JENN-Air convection/regular oven. Despite leaving multiple messages after the initial visit when he realized the part ordered didn't fit, I have not received any callbacks. It has been frustrating trying to reach out and not getting a response. I would appreciate it if the company could either assign a new repair person or facilitate better communication with the current one. My contract number is [redacted], and I can be reached at [redacted]. Thank you.

To Whom It May Concern, I have made numerous attempts to reach the Sears Home Warranty Customer Service Center without success, encountering only automated recordings. I am writing to officially request the CANCELLATION of my Sears Home Warranty Coverage immediately. Today's date is November 8, [redacted], and my contract is set to renew today, which I do not wish to happen. I have been unable to achieve this through the provided customer service hotline, hence I am submitting this cancellation request online with the expectation that it will be processed promptly. For any inquiries regarding my contract (#[redacted]5), please reach me at my home phone [redacted] or cell [redacted]. I kindly request written confirmation of the receipt and processing of this cancellation request. Thank you, Kathryn Faircloth

I need to cancel my Home Services Contract, and I have been attempting to do so for the past two months. Despite numerous attempts, I have not been able to reach anyone to assist me. As a result, I had to seek help from an external company to repair my furnace. The lack of response is frustrating, and my Sears credit card has continued to charge me monthly fees even though I have already paid $25 twice without receiving any services. I contacted Sears credit via email, and they advised me to get in touch with the Home Services department to cancel, but I have been unable to do so. Another charge appeared on my credit card this month, and I am unwilling to pay for services I am not receiving. However, withholding payment could negatively impact my credit score. I simply want to cancel the contract and receive a refund for the payments I have made.

I have Sears Home Warranty coverage for my house and submitted a claim for my double wall oven on 2/1/19, receiving claim #SCCM2XK325. The Sears repair person, Ryan, came on 3/6/19 and found that the necessary parts to fix the oven are no longer available. I was told I would be informed of the next steps within 24-36 hours, but received no update. When checking online, I saw the status as "service complete" for claim #SCCM2XK325. I called SHW, and another claim #SCCM3Y273F-1 was created. The operator noted my case was closed in error and added remarks about the unavailability of parts for my Kitchen Aid oven. I expressed my frustration at the lack of communication and the need for a replacement. The process has been lengthy, with missed service appointments and delays. I hope this message reaches someone who values customer service and can address my ongoing issue promptly. Please contact me at [redacted] or [redacted].

I have a Sears Home Warranty. My clothes washer stopped working in January. A Sears repair technician visited and determined the parts needed are unavailable due to the washer being 20 years old. After an unsuccessful attempt to fix it, they took out the control panel for repair, which has not been resolved as of mid-March. I was informed that the part got lost and cannot be replaced. Unlike previous warranty claims, I haven't been offered a replacement or payout option. Despite my numerous calls and emails to Sears, there has been no progress. The customer service representatives seem unaware of the situation, despite there being notes in my account. I urgently need Sears to contact me promptly and provide the replacement model or payout offer via email.

We were informed by Sears that their service technician would arrive at our home between 8:00 am and 12:00 noon to repair our refrigerator. Despite waiting until 12:30, we were then informed by their service department that the technician claimed nobody was home. We were given a new time window of 1:00 pm to 5:00 pm, and after persistent calls, were told at 1:30 pm that the technician was en route. As of 4:55 pm, the technician has not shown up, despite our request for a call back going unanswered. We have had to cancel dinner plans due to this service delay. Unfortunately, we have been unable to communicate directly with the technician. We are now seeking a full refund for the extended service agreement, along with its cancellation, only after the refrigerator is repaired. Additionally, we are requesting appropriate action against the service manager for their behavior.

I bought a dishwasher from Sears while on vacation, about a 5-hour drive away from home. I found out it was a returned item by the color of the price tag. I asked if I could return it to any store, and was assured I could. When it didn't work, I tried to return it to my local Sears, only to be told it was from a different type of Sears store. They advised me to have their repair team assess it for approval to return. Despite scheduling service twice, the repair team won't give approval as they can't see the issue sitting in my garage. They don't have a repair site and I'm stuck on how to proceed. Should I pay to reinstall it for them to see the problem or drive back 5 hours to the original store? Sears's customer service has been unhelpful, redirecting my calls to the Philippines.

I am experiencing extreme frustration. Following Sears' annual maintenance on my dehumidifier, it has since malfunctioned. For three months now, I have had to run a box fan constantly and use electric heat to prevent mold and mildew in my basement. The evaporator was only replaced a few days ago, and after working for about three days, the unit has failed again. Despite numerous hours on the phone with various Sears representatives, it seems that the warranty I purchased is ineffective due to this problematic unit. I have requested another maintenance call, but it will take over two weeks to get on the schedule. I have lost faith in the functionality of this unit and am sincerely asking for your understanding and cooperation in replacing it. Thank you, Charlie

I contacted today to arrange a warranty appointment, set for a window between 11am-5pm. Unfortunately, the technician didn't arrive, leaving me waiting all day. I called multiple times to be transferred four times. It has been challenging to communicate as the service representatives seem to be from other countries and their speech is unclear. I am extremely disappointed as the technician claimed to have come, which is false. I just want my washer repaired. I've spent much time calling and waiting on hold, now resorting to writing this. Please address the language barrier with your phone representatives. Customers should be able to understand clearly. I request my washer to be fixed promptly with an honest technician. The previous one lied about my absence when I was present. Despite their assurance of arrival by 5pm, he never showed. I tried to contact him with no reply.

On 7/26/19, a repairman came to address the ongoing issues with my microwave. I was advised that the necessary part might no longer be available and was assured a follow-up within 3 to 4 days. According to the Sears Warranty plan, if the part couldn't be obtained, a replacement microwave would be provided. Regrettably, no one contacted me, despite my efforts to reach out. My recent calls attempting to clarify the situation resulted in being transferred between departments, disconnected due to technical issues, and misinformed about the supposed repair completion. The last representative suggested another service appointment, which I declined due to prior attempts. Nearly a month later, the microwave remains unrepaired, leaving us without a functioning appliance. Urgent resolution and communication regarding this unacceptable situation are required. Your prompt attention to this matter is appreciated.

I contacted SHW on 9/25 regarding my filter issue, and AquaDoc was assigned to assist me. Their representative, Mike, visited the next day and discovered a more significant problem than initially reported. Despite some concerns about their professionalism, I paid the fee willingly. However, after several follow-up calls, I am still waiting for progress and my pool has been non-functional for nine days. Chris from Aqua Doc mentioned waiting for authorization from SHW, but the delay is unacceptable. I have informed him to expedite the process, but he still awaits a response. I do not wish to continue working with Aqua Doc and expect my filter to be fixed by Monday. I have evidence from my pool maintenance company to support the issue. I am discussing this matter with Lucy from SHW and urge Aqua Doc's involvement to be terminated promptly due to their unprofessionalism.

On November 7, [redacted], I discovered that my furnace was not working. After contacting customer service on the following day, November 8, I was informed that the earliest available repair date was November 22, [redacted]. Despite being assured of possible earlier assistance within 24-48 hours, the wait was concerning due to temperatures dropping well below freezing. Luckily, my son, a plumber, was able to arrange for a licensed HVAC technician to visit on Sunday morning, November 10. The technician managed to get the furnace running temporarily but advised a full service and tune-up. Unexpectedly, on November 11, I received a call from Dempsey Energy, appointed by Sears to arrange the furnace repair. Unfortunately, when I contacted Customer Service again, I was informed that due to an unauthorized individual servicing the furnace, my plan no longer covered the repair.

Recently, I had a concerning experience with my Sears stove. While using the self-clean function, the oven malfunctioned, causing smoke to fill my home and startling my family. I had to call emergency services to contain a potential fire. After several unsuccessful attempts to open the oven, it became clear that the unit was damaged beyond repair and unsafe to use. Despite contacting three levels of management at Sears for assistance, the last call was abruptly disconnected. I urgently need confirmation of warranty coverage and a clear plan of action to address this situation. Prompt and professional service is expected, as this incident has left my family shaken. If a satisfactory resolution cannot be reached, I will consider discontinuing my policy with Sears due to a history of unresolved issues with their service, including unaddressed appliance repairs and subpar HVAC checkups. I am hopeful that my concerns can be addressed promptly and effectively.

We submitted a claim for our Dacor oven via Sears Home Warranty. Last night, we heard a pop from the den and found that the interior glass had shattered while the oven was set at [redacted] degrees cooking a TV dinner. Sears technician was informed by Dacor that the part needed for repair is no longer available as the oven model is discontinued. The technician denied the claim stating the damage was not considered "normal" wear and tear. I find this situation ludicrous. What unusual item could I have possibly cooked in my oven? It was just a TV dinner! The tray is made of cardboard. It is evident through a simple internet search that this issue, although not common, is normal as ovens age without user error. Sears Home Warranty assures repair or replacement regardless of the age of the appliance, unless there is a loophole to exploit? With the holiday season and personal circumstances with my mother's health, I am now forced to source aftermarket parts, pay for repairs out of pocket, or purchase a new oven to feed my family and guests. The warranty should support customers like myself who have faithfully paid for coverage, and my oven meets the criteria.

I originally requested my refrigerator to be repaired about a month ago. The company handling the issue now states that Sears will not authorize the repair. I have several questions why Sears did not communicate with me within a month or why the company did not inform me of the decision not to fix my refrigerator. I informed them I do not want their employee, Robin, to return to my house due to his unprofessional behavior. Robin did not assist me properly and left me in a difficult situation. As a disabled Navy veteran, it was challenging for me to move around without my walker. Robin's actions during the refrigerator removal were not adequate, and it caused a significant inconvenience. It took days for someone to address the issue, resulting in spoiled food and a loss of over $[redacted] from my savings. I have been without a refrigerator for a month now, affecting my plans for Thanksgiving and daily life. I feel neglected by both companies involved and may consider seeking legal advice.

I contacted customer service three months ago regarding my under-warranty fridge/freezer. After waiting for several months to receive the needed part without success, I was informed it would be replaced. On 11/18/19, I placed an order online. Despite a call on 12/4 to verify the order, it had not been placed yet. A follow-up call on 12/12 promised delivery on 12/14, but no delivery or call occurred. After multiple attempts for information and no resolution, I called on 12/18 and was assured delivery for 12/20. Again, no delivery, call, or answers provided. It's frustrating to spend hours each day on the phone being transferred from one department to another without a resolution. I have been patient for three months and now urgently need my fridge delivered.

I have two pending claim buyouts with Performance Electrical/Plumbing in Modesto, CA. I raised concerns about this provider to SHW. Charles initially contacted me about the buyouts on February 25, [redacted]. Claim #SCCN11BEB63A - Roman tub faucet - buyout $[redacted] Charles informed me the parts couldn't be found and offered $[redacted] for the faucet and labor. Claim #SCCN11C35FE9 - Water heater - buyout $[redacted] Charles mentioned I must accept the buyout or the claim would be reassigned. After accepting the offers on March 4, [redacted], for a total of $[redacted], David assured me an email within 24 hours and a check in 7-10 days. When no email arrived, I contacted David on March 13 and he expedited the claims. On March 18, I spoke with Mo. The water heater buyout was $[redacted].30 instead of $[redacted] and the Roman tub buyout was denied due to misinformation from the service provider. Mo said a supervisor would call in 24 hours, but I haven't heard back. I've tried contacting them without success. I need the $[redacted] for the faucet and the remaining $[redacted] for the water heater promptly, especially during this COVID-19 crisis when I can't work. Thank you for your help.

Experiencing difficulties with a GE oven. Scheduled a repair appointment in February due to a part shortage. The technician mentioned the need for a replacement. Since then, attempting to have the oven fixed or replaced has been challenging. Initially told a part was sent to a technician, then informed it couldn't be sent to us. Offered $[redacted] toward a new oven but under the warranty, the oven should be either repaired or replaced. Insisting on an immediate replacement. Unsuccessful after numerous attempts and even reaching out to the FTC and attorney general. The situation has been frustrating. The experience with Sears Warranty Service seems problematic based on similar online complaints.