Cross Country Home Warranty

This is the Sears Home Warranty Plan that Sears sells but actually, Cross Country Home Warranty is the carrier. I enrolled to their comprehensive coverage program at $69/month that will provide total protection on ALL of my appliances with repair and/or replacement services, including the HVAC and plumbing system.

Well, this was a LIE!! THEY WILL NOT REPLACE OUR CENTRAL A/C, when they diagnosed it unrepairable!! STAY AWAY FROM SEARS HOME PROTECTION!!! THESE GUYS ARE RIP-OFF!!!

Following is what they say on their website, introducing the program. (https://www.searshomeservices.com/protect)

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You rely on your home's major systems and appliances every day so it's important to have a plan in place when a breakdown occurs. A Sears Home Warranty Plan helps pay for the repair or replacement of these critical systems and appliances that keep your home running - something your homeowners insurance doesn't do.

Covers up to more than 20 major appliances and household systems
A network of over 40,000 pre-screened repair professionals
180-day satisfaction guarantee on all repairs
Learn more about Sears Home Warranty Plans

Already have a Sears Home Warranty Plan? Call 1-855-256-2467 or visit www.placemysearsclaim.com to submit a claim and request service.

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7 months after we purchased the full coverage plan at $69/month, our central A/C broke down. We only found out because it was December and we needed to turn the heater on and it didn't work.

We called the number and a local contract technician came out and took a look at it. He charged $100 fee for the visit according to the contract, although all he did was to go up on the roof and take a look at the unit to find that it was unrepairable and needs to be replaced.

He wrote up a report and said he will tell his boss that the unit must be replaced. This was early December, 2017.

We called the number again when I didn't hear from them for two weeks. They said they're reviewing the claim. I called them again a week after. They said they are still reviewing the claim and they'll call me back when they're done.

I didn't hear from them so I called again, and they said the claim now needs to be transferred to the RESEARCH department where it'll take about 24-48 hours to get a result. The representative assured me that someone from the RESEARCH department will call me back within 24-48 hours, or in 72 hours, the latest.

That didn't happen. I called again today and the representative now said that there is no definite timeline that they can get me an answer - meaning, they will keep charging me the $69/month and refuse to provide the promised service.

This is a horrible experience. They advertise as if they provide all these services for the homeowners but actually, what they are doing is to keep charging the monthly premium, and refuses to fulfill their obligation when it's their turn to spend money. This must be their tactic to keep you waiting months and months so that you will give up and buy the broken appliance with your out of pocket expense.

These people are terrible. It's one thing to be inept or negligent, another to be fraudulent. Our ice-make has been broken for close to a year. Sears / CC sent one person out here after another, all who said something different was wrong with it, needed parts that would come in 3 weeks (or longer) many times making us throw out food, leaving us with no freezer use for weeks, etc. Along the way, Sears closed the case twice, claiming it was "fixed!" -- the last guy they sent, a new company, seemed to be a bit better, and I guess, finally Sears sprung for a new ice-maker -- which still didn't work. I was told Sears would be calling us. No one called. When I finally called Sears (incurring waits on hold as long as 40 minutes) ---Sears /CC said "It was caused by a broken shelf and we don't cover that! NO ONE, NONE OF THE 10 - 12 REPAIR PEOPLE EVER SAID THAT. There is no sign of anything broken. But if there is something broken, it was broken by some of the Russian non-English speaking thugs they sent out here for the first 7 rounds!
We could have fixed it ourselves with the monthly fee we paid to SEARS / CC all these months! Steer clear, people. I intend to harass them until they refund my payments since last January. Perhaps good to also review-bomb the service people they sent to all of us.

My refrigerator broke on Thursday. Technician came out same day, yay! Said they had to order a compressor. I follow up Friday, the manager is still reviewing. Monday they call me to tell me cross country denied it because no deductible was collected. I paid the deductible. Tuesday I call and the company said they had no update and that they would call me back and was extremely rude.

I follow up with Cross Country and supposedly they escalated. I call Wednesday, and they said they still have not gotten the diagnosis from the appliance company and are waiting on that. I asked for it to be escalated or to speak with a manager but they said seeing it wasn't a medical emergency, there was nothing that could be done.

So here I am, one week later, with a baby at home, no refrigerator and the part still has not been ordered. I will be canceling my policy as soon as this thing is fixed.

You're better off finding a contractor on your own and paying out of pocket. You will call their barely coherent representatives multiple times per day for several weeks to get a status update while you sit in your home without AC, heat, or water, etc. until they finally put you of your misery and deny the claim anyway. Sears is just a front operation. You are actually being serviced by a company called Cross Country Home Warranty.

I had two claims:

1. Air Conditioner : Needed a new condenser. Claim was denied after 100 calls and hours wasted on hold. They asked for numerous documents and then after a month they asked to see an inspection report from when I purchased the home. I purchased this home 10 years ago! Broken condensers are covered by the warranty. The Sears contract specifically states that it's covered, but they will find a way to weasel out of paying.

2. Water heater : Their own contractor recommended total replacement of the water heater. Claim was denied. I called the half-wits from Sears Warranty and they told me the claim was denied because the water heater itself works but only the pipes need to be replaced, which is not covered. Their own contractor told me I needed to replace the entire water heater. There are so many middle men you will hear three different stories every time you speak to someone.

My tenant, who lives in the apt, is cancelling the lease and I can't blame him. He's been without water and AC for too long while these thieves wasted everyone's time. I've wasted countless hours on the phone with low level reps who tell me a different story every time I call (Don't ever expect a call back from a manager despite numerous promises. It won't happen) The worst part is that there is an "authorization department" who makes all of the decisions and I can't speak to anyone from this department to fully understand what is going on. I assume "authorization department" is code for Cross Country.

Absolutely the WORST!!!!! After a month of going back and forth with the company they sent out to repair our air condition problem, now it is not covered. Besides the primary issue, the drip pan leaked, causing my kitchen ceiling to fall down. Now they report "it is not covered".
Total sham, total waste of time in 95 degree heat.
I'm giving a one star just so this can be posted, they deserve 0.

This is a service written up through Sears home warranty. This warranty company is the worst. When you need help, you get the worst service. They want to do every thing the cheapest route. They don't cover what they promised. I was on the phone so much with these people just to get my air conditioning unit looked at and repaired. Besides my $100 deductible, now they don't cover the repair I needed. I had to pay for the repair. Their motto is making homeownership easier. NOT. They made my life and repair more difficult and probably more expensive. I will be cancelling and hire my own people.

This is the worst home warranty!! Do not use them! I have had a dishwasher claim for over and month and a half and it's STILL not fixed.

The employees may sound nice over the phone but they are obviously incompetent! Not only did I have to explain the same thing over and over again each time I called, they never called back when they said they would after resolving the issue. And of course, I had to call back again and the issue was never resolved.

Stay away!!!!!!

THIS HOME WARRANTY COMPANY IS A RIP OFF!!!
I am a very UNSATISFIED customer.
I can't believe I switched to this company 2 1/2 yrs ago!
I had a claim in for electrical problems and the svc guy discovered that my heating unit is leaking carbon monoxide and I was told that, even though I'm in the total Gold program they CANNOT replace the system due to the fact that it's old with rust on it.
My report, left by the svc guy, said i had a crack in the exchanger. However when I spoke to the manager Matt, he said due to the rust from the photos and the metal chunks that are coming off of the unit (that I did not know about AND IT WASN'T IN MY REPORT!) I was NOT COVERED. He offered NO ADDITIONAL HELP or NO OTHER OPTIONS. How can my heating unit NOT have rust on it after 36yrs and being under our house, C'MON! He didn't even offer to pay some of it for what ever other parts that might be covered, NOTHING! Which makes me believe that HE'S NOT TRYING TO HELP ME IN ANYWAY. He continue to just read what Section 1 covered on my account! Even the heating company was taken aback that HE DIDN'T EVEN TRY TO ACCOMMODATE! I'm really surprise. After paying $50 a month this is the thanks I get! I'm switching back to AHS asap! I was with them for 9 years and they took care of my appliances very well, I left them because they went up on there service charge... I HATE I LEFT AMERICAN HOME SHIELD...

I should've also known that anything assc with BANK OF AMERICA IS NOT GOOD!
WE AS CONSUMERS should be aware of your FINE PRINT about RUST! It's not fair. especially since no one came to inspect the property when I first signed up 2 1/2 years ago! Very clever. Cross Country, Very Clever. Thanks for ACTING LIKE YOU DON'T GIVE A CARE! THANKS A LOT!!!!!!!!!

-100000 Stars ... This is an unethical home insurance company. The employees are rude, claim processing non existent and once you are signed with them, when you want to cancel, they would ask for the cost of the items they have replaced!!!! Not sure why you want to buy home insurance if a) you pay the premiums, b) you pay the deductible and c) you have to pay for the items that break down!!!

Stay away. I am writing a letter of complaints to insurance commissioner

If you don't mind paying for a warranty that you can't use, then you found the right place. We have been w/o a freezer in our refrigerator for over 2 months and the issue is still not resolved. As mentioned in previous posts, their people are rude and most are not understandable. They don't come out when they promise, they choose to not show up with the appropriate tools nor the appropriate number of workers. You end up with a different worker every time and they each have a different diagnosis and yet never fix any of the problems. Highly recommend you choose another home warranty service unless you just like to throw money away.