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As this email is being created, I have currently been on the phone with Sears Home Warranty Customer Service for 1hour and 19 minutes. I purchased the home warranty service plan months ago and my water heater stopped working on 10/17.
I created a work order at 10:45pm that night. The technician came on Monday the 19th and stated he thought I may need a replacement part. The water heater is no longer under manufacturers warranty so Sears was responsible for obtaining the necessary part. I was told this could take 7-10 business days.
Two weeks is not an acceptable time frame for a family to be without hot water - I am sure you would agree.
I attempted to call Customer Service and apparently it is outsourced to a company that is located in South Africa but every associate has an Indian accent and can barely be understood or understand. I finally was able to reach a supervisor who said he rushed the part. This part, by the way, can be overnighted to the technician. I see it being sold everywhere so I am not sure of what the holdup would be for Sears obtaining it.
3 days have passed and the part has not arrived to the technician.
We have now been without hot water for 5 days!!! I have repeatedly been transferred back and forth to different departments in the Sears home warranty and repair department without receiving any answers as to when the part will be delivered. Is it unreasonable to expect a shipment to be tracked in todays world?
I dont think so.
I am writing to let you know of my dissatisfaction with your company and to let you know that not only will I be discontinuing my service plan, I will be initiating a complaint with the Better Business Bureau. This is the most unacceptable and unprofessional servicing I have ever encountered and I am a long time Sears patron.
I am also going to request a refund for any money I have invested in this plan because of the level of frustration, loss of time as well as suffering myself and my family have been made to endure throughout this entire process.
92 South Jackson Ave
Manasquan, NJ 08736
User's recommendation: Do not purchase this home warranty.
Preferred solution: Deliver product or service ordered.
Location: Manasquan, New Jersey