Complaint Review: Sears Home Warranty -

I have been seeking a resolution of a Sears Home Warranty case for more than a year now. The case involves a ___________ refrigerator that we had under Sears warranty for years. When the unit needed repair, we were told by a maintenance man that examined it, that the parts were no longer available and that a replacement unit would be available to us as part of the warranty options. We could either receive a check for a replacement or elect to choose one of their provider units.

We made the decision to choose our own and elected to receive the check. After being told that we would receive the check in 7-10 days, no check ever arrived. This went on week after week. We then decided to choose a replacement from a website provided by the Sears Home Warranty provider.  After carefully reviewing the various units we chose a refrigerator from the website. According to the pictures on the website store, the unit was black.

When the unit arrived it was black with a silver-colored door. We rejected the unit and again a whole new issue ensued. We told them to just send us a check and that we would purchase our own refrigerator. Their response was that since the unit had not been accepted and was returned there was a restocking fee that would be subtracted from the amount of the replacement check. The fee was astronomical! Something like 35-40% of the total price. When I explained why it had been rejected I was told that they were not responsible for the "exact description' of the unit. That is amazing to me! I could not believe they said that. 

Ever since that time, I have made endless phone calls to them requesting a resolution. My experience is that there is almost no one at their call center that has the authority to make any kind of decisions other than what their work duty scripts call for. I was hung up on, passed from one rep to another, and to three different "department supervisors" that stated that a refund check would be mailed out and I would receive it in 7-10 days. Well, nothing! I gave up and stopped paying my membership for a service that was causing me more of a headache than the relief of knowing that my warranty services were an excellent investment and that we were safe in case we needed the service.

A few weeks ago, after thinking about it, I decided to call again and request a refund that I had been told we would be receiving in the mail weeks prior to me canceling our Sears service. I have contacted their warranty department several times since then. Nothing! I have even written emails to Sears Customer Service Department directly with no resolution. Can you please help? We paid good money for years to be treated this way by a reputable company like Sears. As evidenced by the customer service that I have received, it is no wonder that a pioneer U.S. company like Sears has lost so much in recent years.