Anonymous
map-marker Corpus Christi, Texas

Not good very poor costumer service

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Refrigerator went out 2 months ago and have yet to recieved a replacement
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Shelley F Oel
map-marker Lakewood, Colorado

THIS IS A SCAM DON'T BUY SEAR HOME WARRANTY SERVICE

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I purchased a Sears home warranty service in April of this year for $49.99 a month. My refrigerator just broke a week ago so I called the number given to me and Sears indicated that they brokered my warranty to another company with is Cross Country Home Services which is located in Florida, I'm located in Colorado. When I spoke to Cross Country Home Services they said they had no service technicians that serviced my area and that I would need to find my own technician and get them to contact Cross Country Home Services and then my technician would need to get approval from Cross Country Home Services and an estimate. Cross Country Home Services also said I would have to pay for the service call and the entire repair and then they would reimburse me after it had been fixed. I spent 3 hours on the phone on Monday and 2 hours on the phone between Cross Country Home and Sears and have not received any help. I spoke to a man by the name of KB that said they used A & E Factory Services and that they were the go to company that they used all the time. I have A & E Factory Service in my area and have used them for 15 years. Cross Country Home Services won't call A & E Factory services to come and service my refrigerator. I've spent $250.00 on my warranty and have been without service for a week. This company is a absolute SCAM. Read the reviews they are absolutely horrible. I just reported Cross Country Home Services to the Federal Trade Commissioner and they are going to have their attorneys look into this The Trade Commissioner said other people should call their office and to also file a report with them about Cross Country Home Services and Sears Warranty Company. DO NOT DO NOT BUY A WARRANTY FROM SEARS HOME WARRANTY AND NEVER NEVER USE CROSS COUNTRY HOME SERVICES. TOTAL SCAM!!!!!!!!!!!!!!!!!!!!!!!!!!
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Cons:
  • Items never fixed
  • Service scheduling
  • Agents do not actively listen
Reason of review:
Warranty issue

Preferred solution: Deliver product or service ordered

Michele W Zaj

Poor service & run around

This warranty company is totally unprofessional and a disgrace. My 79 year old mother has not had a refrigerator since 9/17/18. She has been living out of a cooler, has lost so much food, & can't even get a cold drink because she has no ice!! She is partially disabled with heart issues & this stress is not helping. They have sent repair people out 7 times with 5 different parts & cannot fix it. She was told on 10/28/18 (FINALLY!!!!) that it was not fixable & the repair company would authorize the replacement. Well guess what? NOTHING YET!!! As of today, 11/5/18, they told her they were sending yet another repair person to "definitely" deem it not fixable!! The repair company they used is not that great either but that's for another day. This is absolutely ridiculous & if she does not have a new refrigerator in a week I am reporting you to the Attorney General of the State of PA, the Better Business Bureau, calling all of our local news stations & possibly hiring an attorney. This is bordering on elder abuse & I would not treat an animal as bad as you have treated my mother. You are quick to take the money out of her account each month but when it's time to honor your obligation you are nowhere to be found. Own up & take the responsibility you are supposed to & replace my mother's refrigerator!!!! Enough is enough of these games.
View full review
Loss:
$1200
Reason of review:
Damaged or defective

Preferred solution: Deliver product or service ordered

3 comments
Guest

Shouldn’t you take care of your mother? Seems as though nobody wants to buy a refrigerator.

Ditch the home warranty idea and go with the appliance dealer or department with the fastest delivery. Life is too short and for your elderly mother it seems like neglect on your part that you won’t see that she has what she needs. Then take a cashout from CCHS, which will only be a portion of what the new appliance will cost. Of course, there are used ones available or someone can donate one from their garage.

It’s best to keep a backup fridge in the garage somewhere in your family to help care for those family members with emergencies. Always have space heaters, a window AC unit, and a backup plan of who to call and where to go when you need help.

And an emergency fund to get through things much quicker. That’s called personal responsibility and helping out your parents.

Guest
reply icon Replying to comment of Guest-1606374

Wow pretty harsh to accuse us of neglecting our mother. The fridge is only 5 years old & they have told her time & time again that they would replace it.

Why when you pay someone for a service should they not honor that? How dare you try to tell us what we should have & have not done. You don't know us & don't know what's been done behind the scenes etc. Not that I owe you an explanation but my Mother was a very proud woman & would not come to live to with any of us even during an emergency.

Before you start spouting off about us neglecting her (far from it btw) you should always know the background which sometimes is too long or personal to post.

Anyway she passed away in January so no one has to worry about owning up to this debacle. The whole thing is still a disgrace & they should not be allowed operate the business anymore.

Guest
reply icon Replying to comment of Guest-1606374

Sorry about your loss. Currently helping several elderly family members to stay in their own home.

We have recently picked up a new fridge for one of them to add a second one to their household, primarily so they don’t have to walk so far, but also because the main one is struggling, and they already had a non-working fridge in the garage. Home warranties are absolutely worthless under any circumstance, but in an an emergency, they are downright counterproductive. Refrigerators cannot be repaired. Most appliances in general cannot be properly repaired.

But the cheap disposable ones and always be ready with a backup plan. A home warranty is not even a good backup plan, let alone a primary plan. All of them operate under the same M.O. of delays and denials.

Would not wish a home warranty on worst enemy, but people line up to buy this crap, even switching companies, thinking one is better than another. The contractors are just doing what they are paid to do, which is absolutely nothing. It’s a horrible business model. If warranty companies were actually paying money out, wouldn’t every repairman want to be signed up to work for them?

Yet they have so few contractors and offer no choice of contractor. There is a reason they only have 1 of each trade they want to use in each city. Whoever passes the buck the best gets all the service calls. Lowest price wins.

They are given a target spending amount, averaged per call, and monthly reports are given to track average cost per call.

For appliance repair, the targeted amount is not enough to make it worth coming to the home. On most calls, the contractor loses money.

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Marianne R Asz

0 rating if I could...

On Friday, September 7, 2018, my review for CCHS was as follows:

1 star rating…

If I could give a 0 rating, I would! Totally dissatisfied with CCHS. We have had the program for close to 5 years and have (sadly) recommended this company to family, friends and neighbors.

Our AC unit is 23 years old and unfortunately went completely out on Tuesday, 9/4. Patiently waited for a service rep to come out when in NJ the temps reached 90 degrees. Knowing an ac tech as a friend, we had them come over to assess the issue and said the unit was so old that it needed to be replaced.

Our neighbor (who we recommended to CCHS, again, sadly) last year had an ac unit go out and it took over 2 months to rectify the situation. All CCHS wanted to do was “band aid” the unit until finally they had no choice but to replace it. Really??!!

This morning, the service tech informed us what the steps would be in trying to “fix” the ac.

WE ARE DONE WITH CCHS!

Putting band aids on a 23 year old unit is not acceptable!

The only individual who I have dealt with in the past and tried to help me with another issue and I believe is no longer with them (I wonder why) was Demetrius Fowles.

CCHS is quick to sell their program but try and get a “quick” resolution to your issue – *** will freeze over first!

I am sorry we joined the program.

So at our expense, we are replacing the ac unit and will

NEVER EVER RECOMMEND CCHS TO ANYONE!

Marianne Rego

I received the following response from Angela Clayton (CCHS): (Talk about a “form letter” response)

Marianne – Thank you for taking the time to provide feedback. I would like to have a member of my team review your claim to ensure you are receiving the full benefit of your warranty agreement.

A member of my team will reach out to you directly once a thorough review has been complete.

Sincerely, Angela

On 9/10/18 at 9:23 pm, I received the following email from Calvin Ford, Case Manager (another “form letter” response)

Mr. Rego (note Mr. when I signed my name on the review as “Marianne” Rego)

Your most recent claim has been escalated for my review. Our records indicate the claim was assigned to Temprite. I wanted to make sure an appointment was made to diagnose your air conditioner system. Feel free to give me a call if you have any questions or concerns.

Sincerely,

Calvin Ford

Case Manager

High Priority Claims

=====================================================================================

WHAT A JOKE – MY REPONSE TO HIM DATED 9/11 AT 6:27 AM WAS AS FOLLOWS:

Didn’t you see my review??!! If you did, you would not have sent the email you sent!

=====================================================================================

BOTTOM LINE – STAY AWAY FROM CCHS!

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Reason of review:
Bad quality
1 comment
Guest

Home warranty companies are not there to replace your ac unit. They are designed to get it running, no matter inefficiently or unreliably. None of their repairs are going to be quick, unless it’s a fluke.

Sharon A Toh
map-marker Overland Park, Kansas

RUN don't WALK away from these people

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My home warranty was Total Protect now it is Cross Country. I have been in *** with Cross Country and Sears since end of August. My dishwasher and clothes washer are still not FIXED!!!!! The deductibles keep going up and the service totally unacceptable!!! It has been the service from Cross Country and Sears that is acceptable to wait over 10-15 days to have a clothes washer or refrigerator repaired! I bet you their personal appliance are always in use - I have spent countless hours on the phone with Cross Country teaching them the facts of my case. They continue to schedule new appointments for washer and dishwasher which are recall service from Sears. So I have to tell new service providers no we do not need your service and in one case they did not even work on my LG appliances. The second company call Total Protect and tell them to fix this. I refused. Last time I was on the phone with Total Protect is was over an hour and I asked to be called back. Totally and completely unacceptable!!! Sears is coming back on Friday supposedly to FINALLY fix clothes washer and dishwasher!!! Pray for us please!!!
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Cons:
  • Being placated
  • Slow response by country
  • Poor customer service
Reason of review:
Poor customer service
1 comment
Guest

Wouldn’t it be better to save your premiums and deductibles, and hire your own repair service? What you’re going through sounds really stressful, and it hardly seems worth it.

Did you buy the policy yourself, or did you receive it with your home purchase? Realtors, home inspectors and homesellers are guilty as heck of using these dubious home warranty policies to gloss over pre-sale concerns and alleviate homebuyers with cold feet. The home inspection process is a complete sham as well.

Home inspectors have no experience in one actual trade (let alone several trades) or they failed in their performance of an actual trade; they have no liability in their worthless opinion; and most importantly, they would not cause the loss of a home sale even if they recognized an issue, due to the fact that they are recommended by realtors and they represent the sale, not the buyer or seller. Buyers need to beware of the home inspection and home warranty sham perpetrated by the process recommended by realtors whose interest is in closing home sales.

Solomon B Ejp

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Apex, North Carolina

NO AC in SUMMER

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Due to the poor management of CCHS decision makers, I have no AC for most part of the summer despite they attempting to fix it 3 times now. They will not approve to use the right parts and fix it right the first time. They could not find a service provider for excess of 2 weeks for a AC repair job in middle of summer. We were forced to sleep on the floor for excess of 6 weeks and still the AC is not fixed. Need to add filler here … blah...blah ….blah … blah...blah ….blah … blah...blah ….blah … blah...blah ….blah … blah...blah ….blah … blah...blah ….blah
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Loss:
$1000
Cons:
  • Missing management and poor decison making
Reason of review:
Poor customer service

Preferred solution: Full refund

2 comments
Guest

Nobody forced you to sleep on the floor

Guest

So why haven’t you taken matters into your own hands and had someone else come and take care of the problem? It is just insane to rely on an insurance plan when things get so complicated.

In the event of an emergency (which this is) what are you going to do? Hold out until someone comes to rescue you? If you have the means to get it fixed, fix it!!!! If not, buy some window units for $100 each and get off the floor!!!

If you don’t have $100 so you can sleep in your bed, you need to rethink your life choices.

Maybe you should rent, or go into assisted living. If you are just being a tightwad, then there is no helping you.

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Anonymous
map-marker Philadelphia, Pennsylvania

Rude and uncooperative

Called to find out why we couldn't get any information or satisfaction on a rebate issue. After 4 months of frustration we emailed a cancellation request and stipulated that no further deductions from our bank account was authorized.

Again we were ignored and money was taken out of our account. Upon calling, we were told that if we cancelled we would never get our rebate and we would be charged cancellation fees a parts for a recent dryer repair.

We were also told that we had to talk to Sears about the rebate. They were conveniently Sears Home Warranty when it worked and not Sears when it didn't suit their purposes.

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Reason of review:
Poor customer service
Shelley F Oel
map-marker Lakewood, Colorado

DO NOT BUY SEARS HOME WARRANTY THIS IS A SCAM DO NOT BUY

Sears sells their warranty to Cross Country Home Service and this is a SCAM. I have used Sears repair service for the last 15 years and they send A&E Factory service to repair the appliances. Cross Country Home uses A & E Factory but says they have no technician in our area, which is a lie. I have spent $250 and they won't repair my refrigerator. Cross Country wants you to pay for the service and says they will reimburse you when the repair is completed. THIS IS A LIE. Read the reviews on Cross Country Home service, they are horrible people never get their money back. THIS IS A TOTAL SCAM DO NOT USE THEM YOU ARE WAISTING YOUR MONEY I am going to report them to the Federal Trade Commissioner and the State Insurance Commissioner. THIS IS A SCAM
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Anonymous
map-marker West Bend, Wisconsin

Unpaid service provider

Run as far away from this company as you can - they dont pay their service providers - i am forced to put leins on customers houses due the 30 invoices they havent paid me for .
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aaron l Rnh

Terrible experience

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I called Total Protect(a partner of cross country) on june 21 , 2018 for repair service of my clothes washer. Total Protect first sent out Sears to repair my washer. Sears would not work on the washer because technician could not find model and serial number. The second repairman was from a company called Speedy Air. The technician from Speedy Air determined that the washer needed a new motor and one was ordered. The technician came back in about two weeks with the motor to install. After the technician installed the motor when he turned the washer to see if the motor was working and smoke came out of the control panel. The technician then said the washer had a bad board. Not sure if he caused the board to go bad when he turned on the washer after installing the motor. Said a new boar would have to be ordered. several days later Speedy Air called and saidthey were unable to find a new board for my washer. Notified Total Protect what Speedy Air had said about the board. After several days had passed Total Protect/Cross Country said they were replacing my washer. They have continued their delay tactics and have not replaced my washer. We have been without the use of a washer for 37 days(5 1/2 weeks) Way too long!
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Loss:
$575
Cons:
  • Paying for a warranty for 10 years cannot get washer replaced
  • Paying for a warranty yet living without working appliances
Reason of review:
failure to replace my washer when it could not be fixed.

Preferred solution: Deliver product or service ordered

1 comment
Guest

What possesses people to go without a washer, refrigerator, air conditioning, etc. for 5 1/2 weeks? Chalk it up to a lesson learned, and don’t waste any more money on home warranty companies.

charday b

NO REFRIDGERATOR FOR A WHOLE MONTH

They are the worst company everrrrrr. They pass you along like their getting you info to only end up with the same person. they hung up on me twice when I demanded that they send a repair person asap waiting a month is totally unexceptable to have to wait for your fridge. they took my deductible n I still don't have a fridge. they sent a srvman without parts for the model that the knew I had. Worst customer service on the planet. Cry Cry Wtf my dad called twice they treated him the same way. I don't understand how they are allowed to get away with such insane service. I wish I'd checked the horrible reviews before my purchase. I could've saved $500.
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Loss:
$600
Reason of review:
horrorable customer srv & waiting way too long for srvice & products

Preferred solution: Full refund

1 comment
Guest

They don’t promise to be expedient, do they? That is an expectation on your part, but where in the contract did they promise to give you a timeframe to your liking?

You need to always have a plan B, or backup plan, available, to handle emergencies in your life. A home warranty and a telephone are not an adequate emergency plan. Cash money is the best emergency plan. Every home needs a second refrigerator/freezer in the garage.

You could get a second hand one or hang on to your old refrigerator for this purpose. Everyone needs to own a space heater and a window air conditioner. An extra supply of non-perishable food, bottled water, and a generator would provide extra peace of mind.

But a home warranty? Worthless.

Anonymous

Logic 101

Realtors and home sellers LOVE adding a home warranty policy because it helps to close the sale. The seller obviously doesn’t want to replace all the appliances right before selling (and old appliances and other household issues might be the reason they are selling in the first place) and the buyer stops negotiating the price of the house sooner thanks to the $400 home warranty. You could have asked for a $2000 new furnace or the price of a new furnace off the sale price of the house, but you settled for a worthless home warranty instead. Not lowering the price of the house will keep the Realtors’ commissions from being reduced by a drop in the sales price of the house. The realtor, by throwing in a home warranty, has absolved himself or herself from the responsibility of addressing the failing furnace, and can now point the finger at a third or even fourth party (the home warranty and their contractor), casting all ill feelings and blame in their direction. But, since the sales commission check has already beecn cashed, the realtor is not held responsible (not that they would’ve been anyway) because they recommended the home warranty company AND the home inspector, who found nothing. By the way, a home inspector could not find his butt with both hands. Home inspectors are not trained or certified to even LOOK at a furnace, or any other system in a home, and they wouldn’t begin to know how to fix anything anyway. Worthless! A home inspector has the exact same interest as the realtor—getting the house sold. Save your money and hire tradesmen yourself in the future to inspect a home you are interested in. Don’t accept a home warranty instead of negotiating home systems’ weaknesses—whether it’s electrical, plumbing, HVAC, roof, foundation, etc. Hire someone for $75 to look at it who has done the type of work for years. They won’t care whether you buy that house or not, so they will tell the truth.
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1 comment
Guest

All he stated is true. Our water heater did not work after closing on the house.

American Home Shield was our warranty company. We decided to cash out and purchase the water heater at Home Depot.

Brenda R Haa

HORRIBLE Company

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Customer since 2012, now my refrigerator has been out for 6 days. Absolutely no help from customer service.

Hold times are unacceptable, the representatives have no authority to do anything except repeat what they see on the computer. Have held as long as 30 minutes for a supervisor which of course never happens. Don't waste your time asking for a call back because you will not get one. Thankfully, I only have 2 more months until my contract is up.

I will not be renewing.

I have actually sent an email to erelations@***.com, which seems to be their pat answer on these complaints, but they have not responded to me either. Not at all surprised. I am being told they do not have any contracted service providers within my area. I live 15 minutes outside the largest city in my State.

There is obviously a reason for this. The service companies have the same issues I have with them.

View full review
Loss:
$2000
Cons:
  • Being placated
  • Agents do not actively listen
  • No customer service person can make a decision to assist you
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

2 comments
Guest

Actually, the worst company in America is Old Republic Home Protection, followed by American Home Shield, and then First American Home Buyers Protection.

Veronica G Bpd

They are the worse company in America

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ALANNAH M Vfv

TERRIBLE!

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July 11th Sears service tech came out to repair AC. Said it is not reparable. He spoke to his supervisor who authorized a replacement AC unit and all parts. Tech said to wait until Monday to contact warranty company if we do not hear back from them. Called on July 16th, the customer service person was as rude and ill informed as a rock. Had been sent to 6 different transfers back and forth to the same two groups. Group 1 sent me to Group 2, Group 2 sent me to Group 1 and so on. Finally had to HANG up on rude CS person and called back. Got another CS person who transferred me back and forth again . . . finally I got a person who said the cla Dead im was in "research" but I had to wait. Called back again today July 23, got the same run around. Finally the CS person said she did see the claim is in "process". It's the end of a July heat wave with no AC! Looking at the reviews of Cross Country Home Services, it looks like we are going to be in for a LONG LONG LONG FIGHT!
View full review
Loss:
$6000
Reason of review:
Warranty issue

Preferred solution: JUST FIX IT UNDER THE WARRANTY WITH NO FEES TO ME! AND SOON!

2 comments
Guest

As you know, a system replacement is $6000 and up. Did you know that a contractor who recommends a system replacement will soon be off the CCHS service provider list?

That is, unless he can provide the equipment and labor for less than $300. IMPOSSIBLE, but the only thing a home warranty wants to replace is the contractor who recommends equipment replacement. They’ll find another contractor to patch the crap out of your unit OR they will charge YOU for a bunch of modifications, disposal fees, necessary upgrades and anything else CCHS will let them tack on to your bill. Even with the non-covered costs that you will fork out, the contractor will lose money on a system replacement and still be liable for the system.

It’s NOT worth it to the contractor to replace your system through a home warranty. That’s the LAST thing the contractor wants to do for a home warranty because he will lose his behind either on your replacement, or in future business with CCHS, because they will CUT HIM OFF. And you won’t recommend him to your friends anyway, even if he replaces your system and does a great job.

Because you are a home warranty customer. Am I right?

Guest

Please update as to how it turns out.

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Darrielle Hdt

Cannot get help handing a claim

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My AC stopped working almost two weeks ago. I submitted a claim on line and they put me in touch with a repair provider who was not qualified to repair my type of water-source heat pump.

I recommended they send the job to a well qualified firm who had done work for me earlier and they agreed to this and I was able to get a service call done the next day. The Service company came and diagnosed the problem but did not know how to get that information to CCHS. Since that day I have spent hours on the phone trying to get CCHS to contact the service provider so we can proceed with a repair! I have made at least 8-10 calls and spoken with as many reps who all promise they will contact the service company but they never do it!

I called again early this morning and asked to speak to their manager of customer service but the rep with whom I spoke said they are all busy BUT I will have a supervisor call you back. I said ok knowing full I would NOT get a call back and sure enough no call from CCHS. I thought Comcast had the worlds worst customer service but CCHS has eclipsed them. It is almost as if they train their people to just try to placate customers so they’ll hang up and the rep can move to the next call having done nothing but waste your time!

I don’t give up so easy and am trying to locate the contact information for their CEO to see if he or she can get anything done. If I get no satisfaction that way I will be contacting my State Insurance Commissioner to see if they can help.

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5 comments
Guest

I also wish all the warranty companies would go out of business. But as long as there are customers willing to gamble on them, expecting to make out with more than they bought in for, (which is fueled by GREED and need) warranties will survive and prosper.

Educating and warning consumers doesn’t help. Consumers are so needy and greedy that they believe in them. They even switch warranty companies, and get treated the same or even worse. The premise of insurance and warranties is false hope and the expectations of having a firm bankroll their expenses, eliminating their personal responsibility.

The repair companies that work for warranty companies are dependent on them as well because of the false hope that it will work out for them too.

It only works out for the warranty company, though. The contractors and the consumers are left to fight with each other as the warranty companies make off with the money.

Guest

This is absolutely ridiculous! I went without heat for 98 days when my Central Air Unit went out and the replacement they installed failed so now without AC for 28 days and counting!

This has Class Action written all over it but where does one start. Where the ^%$# is Sears in all of this!

They have no problem taking my monthly payment for the warranty. I've been hung-up on, promised resolution, no return supervisor calls etc....

Guest
reply icon Replying to comment of Guest-1527376

Anybody who would go 98 days without air because of this is crazy. Is it worth it to suffer?

Most customers who hold out actually have alternative sources they don’t admit to, they are just holding their breath until they turn blue for dramatic effect. Their house is 70 degrees inside but act like they are dying, I’ve seen it.

Guest

yes I hear you. Anonymous, can you recommend a client to work for on the platform? I just quit as an agent.

Guest

Hello I am currently a service rep for the company and I completely agree its so sad that we get in trouble for escalating calls to , if you work from home you get docked hours for sending customers to management. I feel so bad for all of these customers some of them have been with Sears for over 50 years and could not get someone to fix their furnace it sat broke for over 6 months. This company is a total scam and I hope it goes bankrupt.

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