Complaint Review: Sears Home Warranty - Nationwide

On May 2015, I enrolled in the Sears Home Warranty insurance policy as the recommendation from technicians from Sears. I thought it was a good idea because after a year and a half, the refrigerator broke. 

In July 2013 had purchased a new Kenmore Elite refrigerator at Sears in Burbank, CA.  In May of 2015, Sears technicians came out several times to repair then replace the compressors twice. It works well for two years. 

On June 30, 2017 I placed a claim with the insurance company after I noticed the refrigerator was warm; all food in the freezer had thawed and had to be discarded. The insurance company assigned AF Services in Canoga Park, CA to check out the refrigerator. 

On July 4, 2017 they made a service call, stating the compressor needed to be replaced. Parts were ordered and they returned on July 21, 2017 at 1 p.m. to replace another compressor. The refrigerator got cold for about day. 

On Sunday July 23, 2017, I had to call the insurance company to state that that was the third compressor in two years and according to their policy, they should replace the refrigerator.  I was told that an insurance case manager would contact me within three business hours.

On Monday July 24, 2017 I called AF Services to schedule another appointment since I did not receive a call back.  I reminded them that this claim was tagged “a medical emergency” due to the need for diabetic medication to be refrigerated appropriately. Anthony at AF Services stated that they had other emergencies and the soonest a repairman could come out was Friday, July 28 between 12 and 4 pm.  He would call me back in 30 minutes to confirm but never did. 

On Tuesday, July 25, 2017 I called the insurance company to inform them that AF Services didn’t call back and this situation was a tremendous hardship for my family between health issues as well as triple digit weather conditions. I finally heard from Anthony at AF Services that day.  

In the meantime, serious mold started growing in the refrigerator because I couldn’t physically move the refrigerator to unplug it and my husband was too sick to help me. I had to keep the refrigerator closed so we would not breathe in mold spores. 

On Friday July 28 I waited from 12 to 4 and heard from no one. I called AF Services again at 4 pm to ask if the repairman was coming. They contacted him and he showed up at 4:30 only to tell me that he couldn’t fix it. The company would let me know the next steps. He unplugged the refrigerator for me and I had to clean out mold throughout the refrigerator and freezer so I could keep the doors open. I developed a sore throat and cough from that episode. My husband got even sicker with bronchitis and a sinus infection, and had to seek medical assistance. I’m not sure if the mold helped make us sicker or not. 

On July 31, 2017, I called the insurance company again because AF Services didn’t call with another appointment and wouldn’t answer the phone. The insurance company arranged for A+ Services to come out for another assessment. 

On August 3, 2017, A+ Appliances technician from Glendale, CA came out to assess the situation, telling me that  the insurance company would be in contact me in a few days. That company was the same company that replaced the compressor two times in 2015.

 I later I heard from AF Services, informing me that they were coming out on August 7, 2017 at 8 a.m. to repair the refrigerator. I got no information from A+ Appliances to date on their assessment results. 

On August 7, 2017 AF Services called at noon to cancel and reschedule the appointment for August 9, 2017 between 12 and 4 pm.  I called the insurance company about not having a working refrigerator for almost a month and a half. I stressed that I have been patient with having technicians from two service companies come to my home a number of times but have been unable to fix the refrigerator.  They are not living up to their contract agreement to repair or replace the appliance which I pay $39.99 per month in premiums. 

I would appreciate if you can investigate this dilemma so I can determine the next steps to take for resolution. 

Sincerely, 

Carol Hall Brotsky 

La Canada, CA 91011

818-249-2500.