Sears Home Services
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This service used to be great-now it sucks!
This service used to be great - schedule an appointment and they show up on time. Now it is managed by an AI chatbot and outsourced to offshore reps who are impossible to reach and put you on hold for an hour or more. You have to pay a $100 deposit/deductible to book the appointment despite the fact I pay $59.95 a month for the Sears home warranty subscription. My appointment was canceled and rescheduled at the last minute four times! Once I reached a rep who promised me it would be escalated and documented and not be canceled next time. It was canceled again and when I called again, they said there was no record of my previous call or the escalation. I asked to talk to a manger and the rep refused to transfer me, saying I did not have a good enough reason to talk to a manager! I then asked to cancel the home warranty service and was then transferred to another rep but was convinced to give them another chance. That rep said the problem was the local service technician was not responding to them, so in other words, they were booking and "confirming" appointments that did not exist! How disrespectful of the customer's time who has to stay home from work from 8AM-5PM waiting! They said they would get another technician. And yet it was canceled again for the fourth time. Also, their various AI systems are inconsistent. The website and online chat will tell you the appointment is still scheduled while the text AI bot to your phone tells you it is canceled. If you ask to fill out a complaint form, you are transferred to a website that doesn't exist, or you get referred to different phone numbers every time and they always keep you on hold forever. This service has really fallen down the tubes. They just want your monthly payments and $100 but provide no real service except endless loops on their AI chatbots and runarounds from their offshore reps. Let the buyer beware! I have initiated a refund of the $100 from my credit card and am canceling the warranty as this is clearly waste of time and money!