851 N Central Expwy Reviews

Knowledgeable on the cause of the problem, but unfortunately the claim was denied

Updated 6/16/2026 I am updating my original review because Sears ultimately resolved my complaint and replaced my wall oven. This was a very long and frustrating process that took more than a year to resolve. After my husband passed away, I accidentally closed my Sears Home Warranty account while trying to reduce the risk of identity theft. When I attempted to reopen the account, I encountered multiple system and account issues that resulted in confusion about my coverage, contract status, and eligibility for appliance replacement. I received conflicting information from different representatives, which made an already difficult situation even more stressful. When my wall oven failed, the technician determined that the required replacement part was no longer available and initially submitted the appliance for replacement approval. However, because of questions surrounding my warranty status and the timing of the repair claim, the replacement was later denied. Over many months, I spent a significant amount of time communicating with Sears and attempting to resolve the matter. The positive outcome is that my complaint was eventually escalated to senior management. They listened carefully to my concerns, reviewed the circumstances, and made the decision to replace the appliance. The replacement oven has now been installed and is working properly. I would especially like to recognize the customer service representative assigned to my case. He remained professional, responsive, and consistent in keeping me informed throughout the process. I also appreciate the senior management team for taking the time to review the situation and reach a fair resolution. My only remaining concern is the amount of time it took to resolve the issue. As a long-time Sears Home Warranty customer, I did not expect a replacement decision to require more than a year of discussions and follow-up. During that time, my family missed two Thanksgiving and Christmas holiday cooking seasons without a working wall oven. While the process was far more difficult than it should have been, Sears ultimately honored the replacement, and I am grateful for the individuals who worked to bring the matter to a successful conclusion. Based on the final resolution, I plan to continue my Sears Home Warranty coverage and hope that future customers will experience a smoother and more efficient claims process.

After 3 visits by Sears technicians and 2 cancellations, Harvey finally fixed my refrigerator. He arrived around 6:30pm and finished around 8:30pm. I appreciate him working late to get it solved. Sears needs to do a better job at scheduling!

Tech was good but your process is terrible. No parts were available for my microwave so fix not possible so you should ask clients for model number and replacement of unit is only option tell them before wasting Robert’s time and clients money