Report: #721273

Complaint Review: Sears Protection Company

  • Submitted: Sat, April 23, 2011
  • Updated: Mon, April 25, 2011
  • Reported By: chris — Salem New Hampshire United States of America
  • Sears Protection Company
    3333 Beverly Road
    Hoffman Estates, Illinois
    United States of America

Sears Protection Company Sears, Roebuck and Co. Repair Protection Not worth the paper it's written on Hoffman Estates, Illinois

*UPDATE Employee: Sears Cares

Show customers why they should trust your business over your competitors...

I presently am the holder of an extended warranty/service contract on my Craftsman Snow Thrower (Model: 917.881051 Serial Number 091806M00893). This unit has now been broken for at least 3 months. service continually calls me to reschedule my service appointment due to a lack of parts availability for this unit. I want the unit repaired or replaced now. Section #6 of the contract states if you cannot repair the unit due to unavailability of parts then it will be replaced with a comparable product replacement. I would like this unit replaced...since it appears your company does not have the
capability to manage a parts system.

     The Sears customer service staff is rude, condescending, and transparently insincere.....they completely ignore my requests concerning when the parts will actually arrive and the unit be repaired.....I have been a long time customer of Sears and didn't expect this kind of treatment......never again.
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Updates & Rebuttals


#1 UPDATE Employee

Sears Cares

AUTHOR: Searscares - (U.S.A.)

Dear chris,

I want to apologize for the delay you are experiencing in getting your snow thrower repaired.  From your post I can see that the parts delay has been a source of great frustration for you and as well as the lack of customer service that you detailed.  At Sears, we pride ourselves on excellent  customer service and it seems we have not met that goal with you. We are reaching out to assist in resolving this matter. 

My name is Laura with the Sears Cares Escalations team and we are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager.  Please contact my office via email at so that we may address the concerns you related in a timely manner.  In the email, please provide a contact phone number and the phone number the snow thrower was serviced under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (chris) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

If any other viewers of this thread need assistance with a Sears related issue we want to hear from you as well.  Please do email us at with your contact information and a brief description of the situation and we will be glad to assist you.

Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
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