Sears Maintenance Agreements

Sears Maintenance Agreements • Pro • Con --- •Sears Complaints

Sears and other retailers large and small are fond of selling extended warranties and maintenance agreements on appliances, lawn and garden equipment, home electronics and other big-ticket items.

The common view is that these amount to little more than additional profit for the retailer. The complaints we receive from Sears customers tend to support this view but, to be fair, there may be many others who have had a good experience with their Sears maintenance agreement.

Pro and Con

Don't take our word for it. Read the comments of two Sears employes, one current and one former, arguing the pros and cons of maintenance agreements:

• Sears Maintenance Agreements - Con "WW," a former Sears employee, argues that MAs are a waste of money.
• Sears Maintenance Agreements - Pro "Zeener," a veteran Sears employee, argues that MAs are a good buy for some customers.

The Company's Advice

To all authors regarding Sears repair service,

I am sorry to hear about your unsatisfactory experiences with Sears repair service. My name is David and I work for Sears. I would like to assist you in resolving any service issues. Please contact me at searscares@searshc.com and we can find a solution that meets your needs.

Thank you,

David V.
Senior Case Manager

Consumer Comments

And the customers? Well, here's what they think ...

Elena Delli Quadri of Montreal, QC February 19, 2009

In 1998 we signed a contract ( #306616)to have work done on our roof. Since that time we have had constant problems with water infiltaration. At one point Sears suggeated that the problem came from an adjacent wall which was coved with aluminum sideing. We then contracted Sears to change the siding ,but to no avail. Since then they have tried to repair the roof a few time after numerous telephone calls and frustrating attempts to get services. In December of last year 2008, they addmitted to fault with regard to water penetration and agreed that they would come to fix the problem. The previous months they had constatly tried to send contractor to re insulate our ceiling, and we informed them that this would be useless the roof was dealt with.

We believe that the original contract was not fulfilled because we found that the soffits were not cleared and the venmar was installed incorrectly, substantiated by the Sears inspector.There is evidence that not only were the soffit in the back of the house not cleard but throughout the rest of the house as there have been major ice built ups in stratigic areas. Also when we opened up our cielings we realized that the contracted work had not been performed and this was the reason why for the past ten years we have lived a nightmare of leaky cielings and ice dams.

In January of this year after Sears had already said that they would fix the roof they wrote to us to say that because we had insulated our roof they would not respect the gaurantee. It seems rather unreasonable that we would live through winter with a ceiling that was not insulated. we have renovated our room after Sears promised to repair the roof and again we have water damage in this room. We have spent alot of money to make this room comfortable. We have not been able to enjoy our home living with the constant fear of where it will leak next.

Susan of Aurora, OH February 17, 2009

We had purcharsed a hot water tank in 2004 with a 6 yr. warranty by the manufacturer. It began leaking and was still under the warranty. We called the 800 # and were told they would have to send out a tech. to verify if it was leaking. All well in good except they charged me a 65.00 dollar service fee for their need to verify the faulty tank. When I called to complain and ask for my money to be reimbursed they said no because I had to pay for the service fee of a tech who did nothing.

When the tech arrived she was on the phone and did not have paper and pen to write the model down or a measuring tape to measure the tank. My husband had to provide her with both and it was my husband who knelt down and showed her the leaking tank. So tell me what did that tech do? we also picked up our tank and installed it ourselves.

Their customer service is horrible and they were willing to lose a loyal customer of 35 years over this. The woman at customer service did not care one bit. So we are done with Sears and I will not be surprised if they go under eventually because of their customer service. We also had to wait over a week and half to get a tech out meanwhile our floor was soaked and rotting for two weeks.

Jose Luis Aguirre of Chula Vista, CA February 15, 2009

I have extended warranty, it has been in repair for the same thing (not working) for the last six months and it still does not work. I paid 350 for this item beause its a dual DVD/VCR recorder and my kid need it.

R of Tyler, TX February 11, 2009

Sears store clerk and manager would not honor Die Hard battery warranty - less than 45 days old - even with original receipt.

I was forced to take the defective battery to a Sears store in Tyler, Texas for an exchange - beware of this location!

Will of Baltimore, MD February 10, 2009

sears say that dont honor the warrenty after the first battery is bad. they told me to call diehard and i did and they told me that the warrenty is good until the time is up off the first. sears say that no matter what we will make the custmor happy. i am not. They lie

Lisa of Palo Alto, CA February 6, 2009

I purchased a Nordic Track Elliptical Trainer at the Hillsdale Sears January 2008. At that time I paid for an extended 3 year warranty and for delivery and deluxe setup of the machine. All through the year of 2008 I had to have repairs to the machine. So many repairs that my machine was declared a lemon and Sears/Nordictrack was going to have to provide a new machine. Okay, so they provide and deliver a new machine to my home 12/30/08. After calling and calling Sears, being hung up on so many times after holding for up to 45 minutes at the time, leaving messages for a manager that was supposed to help me get my machine assembled.

No help from Sears. No answer, I guess they figure I'll just give up, but hello, I have this great big box sitting in my dining room for over a month and I paid for 3 years warranty etc initially. Finally an employee on the floor was willing to try and get me help from Sears to get the replacement machine put together on 2/5/09.

It seems the reason why Sears would not help me or answer my calls is because they refuse to put the second replacement machine together unless I pay another 149.00. At this point I'm just going to pay it because if I don't it may invalidate whats left of my 3 year warranty. I will never buy anything from Sears again. Their customer service is the worst ever and they are crooks.

David of Kennewick, WA February 4, 2009

I made an appointment for preventative maintenance for my washer/dryer and to resolve a leak in my refrigerator. I was given a fixed quote for the technician to come to my house and was advised that if any problems were discovered that I'd be charged for parts and labor. I asked if I could be given an estimate for the labor. The answer I received was that it depended upon how long it took to fix.

When the technician arrived he told me that to even look at the fridge I'd have to approve his menu option for labor of 203.00 plus tax. This labor charge was to defrost/unplug/and clean the unit. I told him that my understanding was that the service charge got him out to my home plus a diagnosis of the problem and that a time and parts charge would be applied based on the discovered problem. He stated that he couldn't even look at it unless I ok'd the labor package. I told him to go ahead as I was certain a mistake had been made and that I'd be able to resolve it with a customer service rep.

Less than 10 minutes later the technician had discovered that a styrofoam support stabilizing the drain cup was not in contact with the drain cup causing a gap (part failure). He then placed a 3 piece of aluminum tape across the gap and re-attached the cover. No defrosting, no unplugging, and no cleaning.

I've now placed four calls to service reps, with four transfers to supervisors, and one promised return-call-within-48 hrs from an executive (I was never contacted) and the best I was offered was a 50.00 reduction in the bill. I refused their offer which would have reduced the hourly rate to (only) 900.00/hr. I would gladly have paid the service call fee, the parts fee, and even 1/2 hr of a reasonable labor fee for the 8-10 minutes of work. I was misled by the service scheduler and was totally disappointed by Sears' customer service rep(s) unwillingness to resolve the issue.

I've had to pay 203.00 for less than 10 minutes of work (including the diagnostics); more than 1200.00/hr!

Mary Ann Harris of Pflugerville, TX February 4, 2009

My husband and I purchased a side by side 26cu.ft. Kenmore Elite refrigerator/freezer in April 2007 at a price of almost 2,000.00. Just after a year and a half later the ice cube maker went out on it and since we did not have an extended warranty they charged us over 250 to come out and repair it and get a one year warranty. It would be 70 just to come out there to look at it. Well my husband and I are furious. The service was extremely poor and he didn't have the part after he finally got out there. He had to come back out a week later.

In this past year we have spent over 6,000.00 at Sears on various appliances, not Sears brand, but still bought it at Sears. After spending almost 2,000.00 on a refrigerator you do not expect the ice cube maker to quit! We went back to the store where we had purchased it and it didn't matter to them how much we spent there, there was no breat given to a valued customer. Sears has no concept of customer satisfaction and they deserve to go out of business. We personally are thru with Sears and will NEVER purchase another thing in that store, not even a pair of socks! My husband and I are spreading the word about Sears to everyone that we know about the horrible customer service and their low grade products.

Jeffrey And Cynthia Hamlett of Durham, NC January 14, 2009

Water softener installed 06 with extended warranty. Sears will not honor warranty. Shannon (executive sears offices) has failed to return repeated phone calls from us. One Sears repair man showed up on Dec 9 Tech ID 0780049 and partially repaired softener. Another repair man showed up (J. Jones on Dec 12) and said he was not a licensed plumber and refused to even look at it. Another repair man, supposed expert with softeners was supposed to show 1/12, 1/13, and 1/14 also no show. Sears never installed a shut off valve which should have been done during installation.

During Dec 08 we received a shut off valve in via UPSl from Sears which indicates to us their intention of installing it. We had a 175 water bill which averages 40 for 2 months as a result of the damaged softener. We believe we should now receive a new water softener, a new extended warranty, plus payment of the water bill which was their fault.

Kevin of Brookville, OH January 14, 2009

Purchased a waterheater in April 2005. Since then, every three months a repair man has been to our house to clean or fix. I have had a new waterheater put in November 2005 under the warranty. I puchased the extended warrany, but now the extended warranty is about to expire. I have just successufuly beat cancer and had to deal with not having hot water every three months thru 2008. At times we did not have hot water for three days. They all blamed the restrictions that were placed on the product at the time they were made. If the new waterheaters are better, I believe I deserve a new one.

For all the inconvenance I was made to go thru. Having to go other places and bath, when all I wanted to do was take a bath and go to bed. We had to boil water just to wash dishes, we had to go to laudry mats to wash clothes. Impose onto many freinds and family, every three months to just take a bath. I have a receipt for everytime the repair man was here. I have over 20 phone numers and numerous names. Thank you

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