Sears Home Warranty Customer Service Issues

I have been a loyal customer of Sears Home Warranty for many years. Last November, I renewed my warranty over the phone and it was set to deduct $69.99 from my Visa every month, keeping me covered until December 23, [redacted]. However, when I recently tried to schedule a repair for my dryer, I was informed that my warranty had expired as the payments were not being deducted. Despite contacting customer service multiple times and speaking with several representatives like Marci, Ronald, and Omar, as well as requesting supervisors to call me back, I have not received a resolution. This ongoing issue has left me frustrated and disappointed with the lack of service. I simply want a warranty and to have my dryer repaired. After being a dedicated customer for over 50 years, I am now considering finding a new Home Appliance Warranty provider due to this experience.

I have been on the phone for 2 hours already. Initially, I called to repair or replace my Craftsman air compressor. After a 40-minute wait, I was informed it wasn't the right department. I was transferred multiple times and told my warranty expired in [redacted], of which I was never notified. The back and forth with different departments and the automated system has been frustrating. I just need my compressor fixed, and I don't mind if it's under warranty. I am currently still on hold with the automated system providing repetitive information. I need urgent assistance to schedule a technician for repair.

I am writing to address my replacement water heater matter. Technician Hunter evaluated the water heater and found it cannot be fixed. It is covered under a Sears Master Protection Agreement, with Model Number AO Smith XCVX50100. Technician Hunter provided Reference Number [redacted]2 for the replacement. A Sears Warranty Representative mentioned a possible buy-out due to lack of stock. After speaking with the Warranty Department, I was informed to await an update from the Water Heater Online Department as direct contact isn’t possible with the Warranty Department. I have spent over 5 hours on calls today seeking information on my water heater's status. I urgently need a replacement and am eager to have this matter resolved. Any help in addressing this issue is appreciated. Thank you, Joyce V. at [redacted] Rogers Avenue, Brooklyn, NY [redacted]. [redacted] Phone Number: [redacted].

I purchased a Sears Refrigerator in [redacted] along with the Master Protection Agreement. Recently, the refrigerator has not been working properly for over a month. Technicians have come out five times, with two missed appointments. Sears sent a faulty compressor, then a replacement, followed by the replacement of the fan motor and evaporator. Despite all these replacements, the refrigerator is still not functioning correctly.

I have a Sears Home Warranty Contract (#[redacted]2) for my washer. It was serviced on 6/4 with job code SCCN51E6FA0D-2. The repair tech mentioned that the part needed for repair is unavailable, so a replacement may be needed. I agreed to a GE washer replacement model GFW650SSNWW. After contacting customer service multiple times with no resolution, I am eagerly waiting for updates on the delivery of the new washer. The process has been frustrating, with long wait times and being transferred between departments. I hope to speak with someone who can provide clarity on the status of my replacement soon.

In February [redacted], I purchased a Kenmore Elite refrigerator with a 5-year extended warranty. By June, it had stopped cooling. Despite a service call on July 1 where the compressor was replaced, the cooling only lasted for 4 hours. On July 7, another service visit revealed a cooling loop leak deemed unrepairable by the technician. When I contacted Sears warranty department, I faced long wait times and was told I needed 4 service calls before filing a claim, forcing me to buy a new fridge. Even after the repairman confirmed the unrepairable status, Sears scheduled another visit. The new fridge was delivered on July 13, and the old one was taken away. Now, I'm unsure if a previous repair from November [redacted] for a defective ice maker can count towards the required 4 visits. If they don’t consider the initial recall service, I'm unsure of the next step and why they insist on further service visits after confirming the fridge is unrepairable.

My name is Daniel Williams, and my address is 24 Candleridge Ct, Stafford VA, [redacted]. My Sears Home Warranty Plan number, last four digits are [redacted]. I am struggling to reach any of your home warranty representatives as both your toll-free numbers and online services are not user-friendly. I have been trying to get my Samsung Electric Dryer repaired for over a month now through American Express Appliance Service. The technician came twice and claimed the dryer was fixed without changing any parts or running diagnostics. The issue persists, with the dryer starting, making a humming noise, and then stopping. I kindly request a warranty coordinator to contact me at [redacted] or [redacted]. I am extremely frustrated and disappointed with the service provided. Your prompt assistance in resolving this matter would be greatly valued.

I have a Sears appliance warranty, and it has been a troublesome experience. I reported issues with my Samsung fridge, and after multiple visits for parts replacement, the problem persists. The latest technician couldn't reassemble the shelves properly, and when I tried to reschedule, I was met with confusion and lack of assistance. I have been unable to get the service I need, and the customer support has been unhelpful. I am now looking to cancel the warranty due to the ongoing poor service and lack of care for customers.

My fridge, under warranty, stopped working in early June. The service technician who came didn't wear a badge or mask, left without fixing it, and I never got the parts. After several failed attempts to get help, a senior supervisor was supposed to visit but kept canceling. When a technician without parts or senior authority was scheduled, I felt frustrated. The supervisor finally called after lots of back and forth. However, she deemed me rude and unhelpful, leaving me feeling stranded. It's been 56 days of waiting for a resolution, with promised callbacks not happening. My attempts to reach out lead back to customer service with no progress. I am lost on what to do next.

I own a Kenmore Elite refrigerator with a 10-year compressor warranty that malfunctioned four months ago. After my local technician confirmed the issue, I was required to have a Sears-certified technician validate it as well. On July 16th, the certified technician verified the problem and charged me $[redacted] for the visit. He quoted an extra $[redacted] for the repair. To maintain the 10-year warranty on the compressor, I had to have him do the installation. Since then, I have not received any updates or the replacement compressor. Despite spending over four hours on hold and being transferred 12 times during a phone call, no progress has been made.

I have a Sears MPA on my dishwasher. I have reached out multiple times for assistance but have been unable to make progress. The last representative I spoke with put me on hold and then disconnected the call. I have spent a total of 8 hours on hold across numerous calls. I was informed that my case was escalated to a supervisor, but I continue to face challenges in resolving the issue. According to the repair person, the dishwasher requires a motor and pump that are currently on a national backorder. Your support in addressing this matter would be greatly appreciated. My name is Scott, and you can reach me at +[redacted]7. Thank you.

I enrolled in the Sears Home Warranty Service on July 20, [redacted]. A technician serviced my washing machine covered under the plan that day. I was informed that I would receive further details by mail within ten days and had 30 days to cancel for a refund. However, I have yet to receive any information. The lack of communication has left me unsure of how to request service. Although I contacted customer service, their response was not helpful. Despite being assured that the information would be resent, I still have not received anything. Another monthly payment was deducted, and I am concerned about the lack of clarity regarding the service. I am eager to understand the service better and decide if I want to continue with it. Any assistance in resolving this issue would be greatly appreciated. Thank you for your help. Linda F.

I have tried calling [redacted]-[redacted] to confirm the repair arrival date for our refrigerator following instructions from the representative at [redacted]. Unfortunately, I was unable to verify the date and time I selected in the automated system on September 29, [redacted]. When reaching out to [redacted]-[redacted], I encountered a representative attempting to sell me products I was not interested in. Despite my attempts to decline, the sales pitch persisted, leading me to disconnect. Subsequently, my number has been blocked from further communication. The same issue occurred when attempting to call from my wife's phone and refusing the sales offer, resulting in that number being blocked as well. This conduct is not satisfactory, considering the services I regularly pay for. I intend to report this matter to the Better Business Bureau regarding the Home Warranty Company associated with Sears in Florida. It is frustrating that I cannot access my appointment details online within my account. I anticipate receiving a call or notification on the scheduled appointment day without any further hindrances. The incessant sales tactics need to cease, and customer service inquiries should be addressed promptly by Sears.

I recently purchased a Kenmore Elite dryer in [redacted]. Unfortunately, it has damaged several of my clothing items and a mattress cover in separate loads. The service technician, Gary from A+ Appliance, confirmed the issue last Friday, September 25th, and advised against using high settings or overloading the dryer. Despite following these guidelines, the problem persisted. I am concerned about the safety of using this dryer and would like to explore the possibility of getting a different model. Additionally, I am puzzled by the unusual black markings on my white blanket from the recent load. I'd appreciate any insights or assistance in resolving these issues. Thank you for your attention to this matter. Sincerely, J. Brashears

In July, I contacted Sears regarding an issue with my refrigerator/freezer. They sent a technician who determined it needed a gasket. After multiple follow-up calls, the gasket was replaced, but the problem persisted with frosting up. Another technician, touted as an expert, visited and diagnosed the need for a compressor. He advised me to wait 24 hours and then contact Sears. Despite numerous calls, I have not received a callback even though it has been three months. Unfortunately, the expert refuses to speak with me on the phone and hangs up when I try to discuss the matter. I'm at a loss and desperate for assistance since I can't even open the freezer door.

My dishwasher is broken. Sears Home Warranty sent a repairman who wouldn't fix it because the model number was worn off. I'm filing a new claim, and Optimum Appliance will repair it without needing the serial number. Contact them at [redacted]. It's frustrating not being able to skip the step of the repairman coming out and not fixing it because the serial number is illegible.

I purchased a home warranty from Sears in October. We requested a service call for our Kenmore refrigerator due to issues with the ice maker. We were informed that LG is the assigned repair company. Despite this, we have not received a call from them to schedule a repair appointment. Numerous attempts to contact them have been unsuccessful, as we only get a recording stating that a service technician will contact us. This lack of communication is frustrating and unacceptable, especially since we have paid for this service through our home warranty. We are starting to feel neglected and are concerned that the company has no intention of fixing our refrigerator. This situation seems questionable and could be perceived as fraud. - L.S., Plan #[redacted]6

On October 20th, a Sears technician was unable to repair my washer and had to order parts. They were supposed to return on November 18th, but I did not receive any parts or updates until the morning of the 18th stating the technician would not be coming. I had already taken the day off from work. After numerous attempts to get an update by calling, being put on hold for 25 to 55 minutes, I was not able to reach anyone. On November 20th, I was informed that if the part wasn't found by November 23rd, the washer would be replaced. Since then, I have not received any communication despite calling Sears Master Protection Service five times between November 24th and November 28th, each time being placed on hold for up to an hour without anyone answering. I fear that Sears may not honor the $1,[redacted].92 contract we paid for washer-dryer-refrigerator and TV coverage. I am simply requesting Sears to either fix the washer or replace it, as they did 20 years ago with our previous washer.

In August [redacted], my dryer stopped working, and Sears sent a repair technician under a warranty protection agreement. The technician determined I needed a new dryer covered by the warranty. After approval, I ordered the new dryer, but as of January [redacted], it has not arrived. I was told I couldn't cancel my order for a different model. Furthermore, on December 25, my washing machine broke, and the repair technician mentioned it needed replacement due to unavailability of parts. It has been a month without any follow-up, and when contacting Sears warranty repair, they mentioned it is under review. Despite renewing my protection agreement for both appliances in [redacted] for $[redacted], I am left without functioning appliances. It has become challenging to reach a representative due to long wait times on the phone.

I attempted to schedule a refrigerator repair for my Sears Home Warranty online. However, after paying the $75 fee and specifying the make and model, I was directed to contact LG to arrange the repair. I mistakenly indicated LG as the maker instead of Kenmore. Despite trying to call LG multiple times, I kept getting disconnected. The technician who previously serviced my Kenmore refrigerator mentioned it was manufactured by LG. I paid the claim fee for the repair appointment but did not receive one. This is the sixth time my refrigerator has malfunctioned, leading to $[redacted] of food wastage. I urgently require a Sears technician to visit. Kindly schedule an appointment for me as I have already paid the fee.