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1 comment

Best scam going, sears sells the warranty and then sells it to cross country. Cross country uses people that don't know how to repair anything.

Then they do not cover anything. The price you pay for the warranty and the deductible works out to more than if you purchased a new appliance. Sears won't help said it's up to cross country. If you are thinking of buying a appliance or warranty thru sears you better think again.

Should have a zero star option one star is to good.

Sears used to have good service I have a house full of there products. Never again will me or my family purchase anything from them.

Product or Service Mentioned: Sears Home Services Warranty.

Reason of review: Warranty issue.

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Anonymous
#1627013

The repair people actually do know how to repair things, (they are licensed and insured) but there is no money in home warranty work. Contrary to what most consumers would like to believe, your repairman can’t operate under a home warranty in the same manner as serving retail customers.

Everything is actually the exact opposite of a retail transaction. For starters, the customer is always wrong. Secondly, the actual customer is the home warranty company, not the home owner. Third, they are paid NOT to disclose information to the homeowner, and have to treat the homeowner more like a tenant than a landlord.

The decisions are not left up to the homeowner, so the least amount of info given, the easier it is to do what the warranty company wants, which leads to number four: spend none of the warranty company’s money on the claim. Job assignments are given only to a few contractors that are “in network”; meaning well-versed in the practices of applying the coverage in a very questionable manner. The in-network contractors even have to compete with each other to keep the total average cost per claim down to nothing, in order to get more jobs. The jobs are given out not randomly, but according to the average cost per call.

There are quotas that have to be met, but they are the opposite of a retail sales operation. The quota is to use the LEAST amount of parts and labor!

How can a small business operate under such constraints? By getting claims denied wherever possible, by charging the homeowner as much as possible for every non-covered item, by delaying repairs as long as possible, by working as many calls as possible rather than providing quality service, covering too large a service area in order to keep the volume of work high enough to offset the low dollars, and by prolonging the replacement of even the most basic parts and equipment for YEARS in order to keep the costs down and keep the homeowners holding onto the warranty in hopes of appliance replacement.

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