Sears - Corporate Headquarters complaints

September 14, 2026 Complaint Department Business Consumer Alliance P.O. Box 970 Colton, California 92324 Re: Mr. Ghaleb File No. 99044666 To Whom It May Concern: This correspondence is submitted in response to the consumer complaint filed by Mr. Ghaleb regarding service under his Sears Protect Home Warranty claim for his Kenmore refrigerator. Our records indicate that Ms. Ghaleb scheduled a collect service call on June 17, 2026, prior to the effective date of his Sears Protect Home Warranty coverage. A technician visited her residence on June 18, 2026, diagnosed the refrigerator as not cooling properly, and provided a repair estimate of $259.95, which Ms. Ghaleb approved and paid. During this visit, she also elected to enroll in the Sears Protect Home Warranty, with coverage becoming effective on July 18, 2026. During the diagnostic inspection, the technician reported that the refrigerator was cooling but not reaching the desired temperature. The technician verified that the unit had proper power and voltage at the outlet and determined that the drain was plugged and iced over, causing ice to back up through the coils and restrict airflow. The technician cleared the ice and obstruction from the drain system and rechecked the unit. Following the repair, proper airflow was restored, and the refrigerator was cooling as designed. The parts were installed and the service order was documented as complete and closed on July 15, 2026. Ms. Ghaleb reported on June 24, 2026, that the refrigerator was still not cooling properly. A technician returned to the residence on June 25, 2026, and documented that the freezer was cold, but the refrigerator was warm. He verified that the unit had power and proper voltage at the outlet and proceeded to order the main control board; however the order was canceled due to the part being no longer available (NLA) and unable to be located locally. According to our records, the last repair order was cancelled on August 22, 2026, the VRS team reported that the repair needed is considered pre-existing condition and won't be covered by the Sears Protect Home Warranty. The unit seems to need a heater. No replacement at this time, unit repairable. No further service has been requested since August 22, 2026. Upon receiving her complaint, we contacted Ms. Ghaleb via email on August 27, 2026, and informed that according to our records the repairs were completed under the cash call umbrella and therefore we can issue her a refund for the monies paid due to the incomplete repair. The last repair order shows canceled on August 22, 2026 and the repair team documented no replacement at this time, the unit is repairable. We can continue with the repair process as it stands. Ms. Ghaleb request this be taken to the higher management team before a final decision is made. The complaint was escalated to the Sears Protect Home Warranty team for review and assist, and they provided the following response: The member has been having issues with the refrigerator since they purchased the plan. I believe this is a preexisting condition and they would not be covered for replacement. This was further confirmed by the VRS team stating that the repair needed is considered pre-existing condition and won't be covered by the Sears Protect Home Warranty, for instance the unit won't qualify for replacement. "She was issued a refund for the $130.95 paid on June 18, 2026, minus the $129.00 diagnostic fee, back to her original payment method on September 1, 2026. Ms. Ghaleb also requested reimbursement of her Sears Home Warranty plan, payments totaling $143.98 ($71.99 per month for two months), service agreement cancellations and premium. The refund requests are handled according to the terms and conditions of the contract. Once she cancels the warranty, the Sears Home Warranty team will review her cancellation date, billing history, and any potential refund eligibility. Since a repair refund has been issued and no further service has been requested, we consider this matter resolved and will proceed with closing our file. If Ms. Ghaleb has any further questions, she is welcome to reach out to her case manager at [email protected]. In the interim, We apologize for any problems or frustrations that Ms. Ghaleb may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. Sincerely, Nancy Robinson Regulatory Complaints Specialist [email protected]

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Upon receiving her rebuttal, we contacted Ms. Basant Ghaleb on September 17, 2026, and informed her that, following further review, an exception had been made to refund the non-refundable $129.00 diagnostic fee. The refund was processed on September 17, 2026, and credited back to the original payment method, Visa ending in 9242. Ms. Ghaleb was also notified of the refund via email on September 17, 2026. On September 22, 2026, we escalated Ms. Ghaleb's request to cancel her Sears Protect Home Warranty to the warranty obligor for review and assistance. The same day, we received a response from the warranty administrator advising that active. On September 22, 2026, we escalated Ms. Ghaleb's request to cancel her Sears Protect Home Warranty to the warranty obligor for review and assistance. The same day, we received a response from the warranty administrator advising that active disputes had been filed through Ms. Ghaleb's financial institution and that a determination on those disputes must be reached before further action could be taken regarding the account. On September 29, 2026, we contacted Ms. Ghaleb and relayed the warranty team's response.

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Our records show that Ms. Berrysmith maintained an active Sears Protect Home Warranty that had continuously renewed since her original purchase in July 2024. The final payment on her most recent contract was received on June 9, 2026. On that same date, she contacted us regarding cancellation of her coverage. At that time, the contract was placed in a non-renewal status, meaning it would not automatically renew at the end of the current coverage term. However, the existing contract was not canceled mid-term, and no refund was issued. This decision was based on the claims history associated with the contract. Specifically, the annual contract cost was $719.88 before tax. During the coverage period, Ms. Berrysmith received service under the warranty, including an earlier repair-related service visit and a subsequent claim that resulted in an authorized replacement. The value of the benefits provided under the contract exceeded the amount paid in contract fees. When claim payments exceed the total amount collected for the coverage term, we do not seek reimbursement from the customer for the difference; however, we also do not issue refunds for premiums already paid. As a result, the coverage remained active through the end of the prepaid contract term, allowing Ms. Berrysmith to continue utilizing the warranty should any additional covered claims arise. The contract ultimately expired on August 9, 2026, and did not renew thereafter. We would also note that the timing of the non-renewal request did not impact the outcome. Once the replacement claim was authorized in September 2025, the value of benefits provided under the contract exceeded the annual contract cost. Therefore, regardless of when the non-renewal request was made during that coverage year, no refund would have been available because the claims paid under the contract had already surpassed the amount paid in contract fees. We hope this explanation helps clarify why payments remained due during the coverage period, why the contract remained active through its expiration date, and why no refund was issued when the contract was placed in non-renewal status.

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