I got suckered into purchasing a home warranty when my fridge stopped working in November 2017. The cost to replace the compressor, which was the likely culprit of the problem, far outweighed the cost of the home warranty they offered. So I took the bait, signed up for monthly payments of $49.99 with the assurance that any problems with any other appliances in my house for the next year would be covered by this warranty.
Fast forward two months when the cooktop starting acting up. The burners wouldn't always fire up when started so it kind of worked, but not the way it should have. I called up the warranty company and they sent out a service repairman. Twice, a repairman who had no idea how to work on this cooktop showed up and twice I refused to pay my $75 deductible. Finally, they sent a contracted service company who came and easily diagnosed the problem and said it would be an easy fix with the right parts.
That's when the real trouble began. Weeks and then months passed with phone calls back and forth between service provider and Sears warranty company. The parts were on order, no the order was canceled, the unit will be replaced, no, parts are on order again. When the parts had been scheduled to be delivered to the provider and the date had long passed, I called Sears to find out if there was a tracking number. They didn't have the information and would pass it through to the "research" department for review. Finally they returned my call to tell me the parts were on back order and not to arrive sooner than 3 more weeks.
Clearly the cost to repair the unit is not justifiable to the warranty company so they are shuffling back and forth on this not wanting to do anything. I've threatened to get an attorney involved and threatened to go to the BBB, but doesn't seem to be making a difference. After more than two months, it appears that they don't intend to rectify the situation. I'm at a loss.
Product or Service Mentioned: Sears Home Warranty.
Reason of review: repair not made.
Monetary Loss: $1500.
Preferred solution: Full refund.
I didn't like: Misleading representation by sears.