As alleged in the attached lawsuit, Sears Home Warranty collects monthly warranty service payments, promising:
“When something breaks, you’ll have 24/7 access to our pre-screened service experts.”
But this is not how the Sears Home Warranty program works at all. When I called Sears over and over again, they refused to send out any appliance technician, much less pre-screened service experts. Instead, in a totally bizarre and unreal bit of corporate arrogance, a Sears affiliate Cross Country Home Services sends out an email advising that they don’t have any service providers…then they ask the consumer to go out and help find them qualified technicians….a totally bizarre and improper response to a consumer warranty claim.
Dear MATTHEW WEIDNER,
We would like to take this opportunity to apologize for any delay in service and for any inconvenience you have experienced. At this time, a pre-qualified service company under agreement is not available in your area. We can allow you the option to contact a local service company of your choice in order to expedite your service request.
Please have the service technician come to your home and diagnose the failure. If the non-affiliated service company is unwilling to accept third party billing, we ask that you pay the service call fee in full and we will reimburse you for the amount in excess of your deductible. As a reminder, the non-refundable deductible associated with your claim is $75.00. This amount is due regardless of whether the claim is subsequently approved or denied.
It is very important that the technician call us right from your home at 1-800-331-7421 with their diagnosis, and prior to completing any repair or replacement. Please understand that, in accordance with your warranty, the work will not be covered if it is performed without prior approval.
When your service technician contacts us with the diagnosis and the failure is deemed eligible for coverage, the authorizer will provide you with the amount that is payable under your warranty for either repair or replacement of the covered item. A reimbursement check for the approved amount ONLY will be issued to the contract holder. Repair or replacement without our prior express approval WILL NOT be reimbursed.
A copy of the paid, detailed invoice is required for any and all reimbursements made on behalf of your warranty. Your documentation may be submitted via email to firstname.lastname@example.org
Additionally, please have your service company fax a copy of their license, a completed W-9 form, and their liability insurance to 1-800-280-5238.
Please allow up to 4 weeks for processing upon receipt of your completed documentation.
Cross Country Home Services
Office: (800) 778-8000
No….I’m sorry Sears and Cross Country, you’re not going to go around collecting monthly insurance and warranty payments from consumers, then when it comes time to make a claim advise,
“Sorry, we’re not going to help you…but will you help us find qualified technicians?”
Click the image below for a copy of the full lawsuit.