Complaint Review: Sears Home Warranty

Do not sign up for the Sears Home Warranty program! It is run by a company called Homesure of America in Fort Lauderdale, Florida. From our experience, I would call it a total waste of money as they will ignore their own contract terms to avoid paying for repairs and they will not correct their own mistakes. When our water heater broke shortly after the contract became active (there is a 30-day waiting period to avoid preexisting conditions), they still claimed it was a preexisting condition. According to their own contract rules, if the unit worked on the day the contract becomes active, it is covered. They said that their local contractor told them that it was a preexisting condition. We spoke with the local contractor twice and he never say that. Rather the Sears/Homesure people told him that they would not cover it as we supposedly only signed up 2 days earlier and not over a month earlier.

In later phone calls, the Sears/Homesure representatives agreed that our contract was active when the unit broke, but continued to call it a preexisting condition and refused to reimburse us for the over $200 we paid extra to the local contractor. I now wonder whether that mistake was intentional? Immediately, I canceled the contract which you can do up to 30 days after it becomes active. No need to pay $70 per month if they do not keep their end of the bargain. Later we learned that friends of ours had an even worse experience with Sears/Homesure. The local Sears Appliance Repair service is also not what it used to be. They recently needed 4 visits to repair a Kenmore dishwasher (and sold us the above-mentioned Home Warranty Service). During their first repair, they used a faulty refurbished part. We will avoid anything Sears in the future. Sad ending of a once great American company!