Do NOT hire Sears Home Services
If I could give negative stars, I would. We have now been without a washing machine for two months since the first technician came out. When the machine broke, we contacted American Home Warranty (AHW) and they scheduled the service for a week out. The technician arrived as scheduled. He got out of his truck, left it running, and came into the house to diagnose the washer. He listened to it, looked at his phone for a minute, then said we need a new washer, the part (gearbox) is not available (the washer is less than 3 years old) and he left. I looked up the part and found it available just about anywhere appliance parts were sold. So we contacted AHW and they said they would replace the washer and would call us back with information. Well apparently they changed their mind and wanted a second opinion. So they scheduled another tech from sears, but it would be another two weeks. This tech showed up, again as scheduled, said "yep, need a gearbox". I showed him the part number I previously looked up and he proceeded to order it. He scheduled the replacement service for two more weeks. The part was delivered a couple days later. Then got a notification from sears that the part wouldn't be delivered in time so they were rescheduling the service for another week later! Mind you, the part was sitting at my house. Tried to call but there is no talking to a human, just their "AI" agent (which i think stands for Absolute Idiot). It could not (or would not) change the schedule. So the tech shows up three weeks later, works for a half hour or so and says he couldn't get the gearbox off but we need additional parts anyway. He sprays the gearbox spline with WD-40 and orders the additional parts. He schedules the repair for another 2 ½ weeks from then, which is today (July 10). Got a text this morning that the tech would arrive at 10:26 a.m. It is almost 3:00 p.m. and no tech has shown up and no contact from sears. And again, no way to talk to a human. Called the service number and the AI agent just keeps saying "your technician will arrive at approximately 10:26 a.m.. I am extremely doubtful this washing machine will be repaired anytime soon. I wouldn't hire Sears Home Services again if they told me they would repair my appliance for free. Talk about frustration!
Just an update... they never showed up for the service and the only communication we received was a text early evening on the 10th telling US to reschedule the appointment, as if it was our fault they didn't show up. And so far, AHW had been no help whatsoever! They have offered to waive the monthly fee ($51) for the month, which they didn't. Then they offered to refund the deductible ($125), which they didn't. You ask to speak to a supervisor and they tell you you'll get a call back in 24 hours. You don't get any call so you call them back and they tell you there is no supervisor available. So you can't talk to anyone other than the CSA, who offers refunds that never get processed. Useless! I think I'll just go buy another washing machine!
My advice... so do not buy a home warranty. Put the money for the monthly fee aside each month and when you have a breakdown, use that money to hire a competent service company (definitely not sears). Except in the most extreme cases, you'll be ahead of the game, financially and most certainly much less stress and frustration!
