Sears review: Sears protect home warranty

CHRONOLOGICAL BREAKDOWN OF
THE “SEARS PROTECT WARRANTY” DILEMMA

Pre “Sears Warranty” History
In early April 2025, we suffered an intermittent failure of our GE ovens preheat, temperature selection circuit. Reviewing our GE XL 44 appliance manual, the problem appeared to be the igniter for that circuit. No other problems were evident in any of the other circuits (lights, clock, self-cleaning circuit, gas burners …etc. We contacted a company (That turned out to be a broker for contractors to contact us for repair estimates). Several of them called us but we turned all of them down for various reasons before contacting Sears to make the repair. We chose Sears because of our decades long history of dealing with them and the trust we placed in them, based on their reputation as a company. Subsequently we set up an appointment with them for the repair and scheduled a service date for April 11th.
Beginning of the problems
04/11/2025- The technician [MADJID F] arrived and looked at different parts of the oven with a flashlight but conducted no tests. As described earlier the problem was intermittent and the circuit happened to be working when he was observing the preheat temperature selector. His diagnosis was that since the oven was working, no repair was needed and demanded that we pay the $129 diagnostic service fee. We argued the point with him but to no avail. He suggested that we purchase an appliance repair warranty and would give us a 50% discount on the diagnostic fee; then the problem would be covered the next time the circuit failed. We purchased the warranty plan (#[protected]) on a monthly charge basis. He took pictures of all the appliances to be covered to get the model and serial numbers be would enter onto our account at SearsHomeHub.com. The discounted diagnostic fee of $64.50 was placed on our credit card and he Informed us that the coverage would not take effect until May 11th 2025; then he left.
After about a week, I checked the hub website to see my appliance model and serial numbers. No information was listed so I gathered all the model and serial numbers of my appliances and listed them there myself.
05/13/2025- We received an email from the Sears Home Services stating that our warranty was activated.
05/15/2025- Our circuit failed once again, so I contacted Sears to set up an appointment for a repair, which they set up for May 19th between 8:00 AM and 5:00 PM.

The technician was to alert us to his expected ETA and keep us informed throughout the day of any changes. He never called, so we checked in with Sears and were told he was on the way and would arrive by 9:17 AM. When he didn’t arrive at that time we contacted Sears again and was told he would be there at 10:27 AM. Again, no arrival. Then was told 12:15 PM, then 3:57 PM, then between 4:24 PM and 6:24 PM, Then finally 746 PM.
HE NEVER SHOWED!
The following day We received an email from Sears stating that they had rescheduled the appointment for Saturday may 24th They did this without our input or consent. We told them to cancel the order. That day we also noticed a $100 deductible charge had been placed on our credit card for the repair (Which was never made).
That evening we contacted Citibank regarding the wrongful charge and had them cancel the card that was charged, requesting a replacement card, after explaining our concerns. Two other charges had already been paid in the prior month’s statement. $64.50 for the discounted diagnostic fee and $65.70 for the first month’s warranty installment. That put our total charges to over $230 and we received nothing from Sears for the money.
05/20/2025- After calling a long list of telephone number, many of which connect to a prerecorded message that offers no assistance or transfer you to another number We were finally able to reach a person by calling the Sears Corporation Headquarters number and speaking to a person about canceling the Sears Protect Warranty. He emailed me a 6-digit number 720211 to assure him that my call was legitimate. I gave him the number and he put me on hold so that he could check my information to cancel the warranty. When he returned, he wanted to transfer me to the repair department. We said no, just cancel the warranty. He said he couldn’t cancel it unless he had a credit card number to send the refund to. Then he said we owed $64 to Sears. We told him that we did not owe them any money. Besides, a refund and a charge together are contradictory and for him to apply the refund of the charge. Then he hung up on us.
Here are some of the telephone numbers that we called…
[protected]
[protected] Richard (complaint department)
[protected]
[protected] Sears Home Hub
[protected] Sears Home Services
[protected] Sears Protect
[protected] Sears Help Center

[protected] Customer Service
[protected]
[protected]
[protected] Complaint Help Desk
[protected] Sears Protect (cloaked as Appliance Repairs Now)
[protected] Sears Protect Warranty Department]
[protected] Sears Corporate Headquarters

When placed on hold at many of these numbers we were subjected to an irritating musical score replete with loud horns (In hopes that we would end the call?)

05/20/2025- We called Sears Corporate Office Headquarters complaint help desk and was put in touch with Richard who assured us that he was well aware of the problem we were having and would be very happy to help us resolve the matter. He gave us a telephone number to call him back in case we got disconnected along with his extension. He asked if we had a Lowes store nearby. We said we did. He instructed us to go to the store and call him before entering it. We asked him what the purpose of that was. He said not to worry about that; just go there and I assure you I will take care of your situation. Like fools we complied with his instructions. We went to the store and while sitting in front of it in our car we called him. He wanted to know if we had a Lowes credit card. We told him we did not have a card and asked why we would need one. He said no worry; he would help us get one; then started asking for personal information and the need for a $500 charge to be placed on a different credit card, to help us with our problem. We stated that all of this seemed rather strange, then he hung up on us.
Earlier we had seen two companies online that for a fee, would send a registered letter to Sears to cancel the warranty. When I went to their websites they showed the contents of the letter, including the Sears headquarter address they would send it to. Now, completely out of trust, I checked the address and found that Sears is no longer at that location.
05/21/2025- No longer wanting to do business with Sears, we called a company called Appliance Repairs Now; only to hear the person we often get connected to at Sears Protect warranty, who already had our information. We asked if she was from Appliance Repairs Now company — she said she was. We also asked if she was from Sears Home Warranty — she said she was. REALLY?

NOTE: Every day we get emails from Sears Protect for different services. When we try to unsubscribe to them, we get the message — SORRY you have been BLOCKED; you are unable to access WWW.Sears.com. Daily, we are bombarded with Sears pop-up ads which we cannot undo without purchasing an ad blocker.
As the result of all of this, we called the GE in home repair service number on the back of our GE appliance manual for our oven and have a repair appointment for May 28th 2025. There’s a sidebar to all of this, the person we made the appointment through was in Puerto Rico and there was constant cackling of chickens in the background noise. We just don’t know what to say about that! We will follow up on any consequences on the scheduled repair date.

TAKEAWAYS
• None of the telephone numbers provided any assistance
• Many of the 13 telephone numbers all connect to the same prerecorded message.
• When talking to a person you are given the runaround through constant transference to other departments
• When put on hold you are subject to an irritating musical score with loud horns (hoping that you’ll hang up?)
• Wrongful charges were put on our credit card
• One technician gave us the runaround and the other technician never showed up
• The repair appointment was rescheduled without our input or consent
• We receive daily emails from Sears that we can’t unsubscribe from
• No repair was made through either appointment
• A total of $230 was charged to our credit card with no repair performed
• Sears would not cancel that contract according to their own warranty cancelation policy
• The Sears complaint department did not resolve our problem (SCAM)
• We are constantly bombarded with Sears pop-up ads that interfere with our computer operations