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We have had a SEARS - CINCH Home Appliance Warranty for several years now for our high-end kitchen and laundry equipment. On January 13, 2024 we noticed the refrigerator not cooling or freezing properly, so we followed the online warranty repair request instructions, paid the deductible, and then found out their contracted service provider, REX Services, couldn't even be there until January 16th, and then only to diagnose the issue and order any necessary parts as apparently gone are the days when they dispatch a fully stocked repair vehicle and technician!

By the time somebody showed and assessed what was needed, all the hundreds of dollars worth of fresh and frozen food had spoiled and needed to be thrown-out! We waited and waited for the parts to arrive and then found out they weren't even ordered until January 25th - 9 full days after their technician was here! We continued to wait and wait and made several unanswered and unreturned calls then finally - we heard from customer service on February 2nd that some of the repair parts were not available from their preferred supplier and they decided to replace the unit instead of repairing it (even though the parts - all in-stock - could have been ordered from a different supplier). THIS IS NOW A FULL 3 WEEKS WITHOUT A REFRIGERATOR!

So we look at the email with the replacement refrigerator they are allowing us to select from at HOME DEPOT - which still would need to be ordered and then a delivery date set up - and find it is just your garden-variety side-by-side refrigerator with a stainless steel front - but NOT the all side, fully-wrapped stainless steel GE PROFILE unit we have which is the center-piece of our kitchen. Totally unacceptable! So their final offer to us was a $1425.00 cash settlement on a $5000.00 refrigerator - and then no future refrigerator claims could ever be made under our warranty plan, inspite of our plan's $3000.00 refrigerator coverage maximum!

We reasonably requested a larger settlement amount for this higher-end GE PROFILE unit given our plan's coverage amount and current replacement cost but their low-ball cash or Home Depot replacement offer was our only options. Considering the money we have paid over the years for coverage, if you need to make a claim, be forewarned that we found through our unpleasant experience that the SEARS-CINCH WARRANTY as well as their contracted service provider to be UNACCEPTABLE AND BASICALLY WORTHLESS for us!

User's recommendation: Beware Of What You Are Buying Into!

Location: Jupiter, Florida

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