Sears - Selling warranty over the phone, holding a buyer responsible for payments that were never disclosed and never agreed upon, making repairs that are much more expensive that buying a new machine
On 4/26/15 I was offered Sears warranty over the phone. The representative explained to I am responsible for one-time $39.99 charge and then for $60.00 deductible for each appliance I would need to repair. The agreement would be in effect within 30 days with exception for one appliance, in this case my washer machine that can be repaired right away. I was promised that I will receive Membership Kit within 7-10 business days, and that paperwork would provide all the details.
Membership Kit was never received. On 5/29/15 I found out that my Visa credit card was charged on 5/26/15 for $ 39.99. I was not aware about nature of that charge, and called Sears home warranty department and spoke with Rose Mary. She informed me for the first time about so-called grace period that was expired on 5/25/15, and now, she said, she cannot cancel my membership without me paying the full price for repair of my Maytag washer machine (> $600) The exact cost of repairs, labor, parts and delivers, remained unknown to me. However, I am sure that it exceeded cost of new machine (Maytag price is $449 includes installation and delivery from Home Depot as of 01/1/15 –see below)
Therefore, we believe that:
1. Sears home warranty representative failed to provide to me necessary information that would enable me to make informed decision to purchase that warranty package
2. I have never received a package with promised information
3. I was not informed about grace period (expired 05/25/2015)
4. The entire process of selling warranty over the phone, holding a buyer responsible for payments that were never disclosed and never agreed upon, making repairs that are much more expensive that buying a new machine – all of these actions seem unlawful, unfair, compromising integrity of Sears as institution
Reason of review: Warranty issue.
Monetary Loss: $476.
Preferred solution: Full refund.
I didn't like: Unlawful, Unfair.