SearsHomeServicesReviews 688

We bought our refrigerator from Sears, about 6 years ago. It was a Kenmore Elite made by LG. Quite expensive. It stopped working on 12/30/2022 We called Sears Home Services, they came out on 1/2/2023, diagnosed the problem, charged us $875 upfront to repair it. It took more than three weeks for all of the parts to arrive, then another 2 weeks to schedule someone to come out and install them. That was done on 2/3/2023. It is now almost three days after the repairs were completed, AND OUR REFRIGERATOR STILL DOESN'T WORK! No one answers the phone when you call. So, SIX WEEKS NOW AND NO REFRIGERATOR, and we PAID THEM?! Stay away from this company!

Sears has had our money for a few months while a part was on back order so they said. After calling so many times, I was finally told the part is no longer available. Then I was told to get my 432.00 back I needed to email billing. Billing told me I needed to email parts. Parts had me email billing again. We finally got a call and they said that we will get a refund within 30 business days. We should get it refunded to us immediately, not within 30 days. They have had our money for a few months. Please do not use this service.

My refrigerator is an extended warranty.
Since September of last year (so for months now)I don't have a working refrigerator. Seers try to fix the fridge for three months. Finally they told me to order a new one but I'm waiting for delivery for a month. I don't understand why they treat their clients this way. It's absolutely disgusting the date for the delivery was changed four times already

On 11/23/2022 a technician arrived to repair the ice maker which is in the door of the refrigerator. It was determined that the water line was frozen so the technician thawed it out. Water ran into the ice maker and he left. One round of ice was expelled and it froze again. So 2 hours after he left, I called Sears to report that the ice maker was frozen once again. About a week later, I called Sears again because no appointment had been set up for a return call. The technician that came this time determined that there was an electrical problem which could only be fixed by replacing the door! Since the refrigerator was less than 2 years old, I agreed to replace the door for the price of $453. A new door arrived and when the technician came to install it, he found that it was damaged. So he ordered a new door. On the 4th call for this repair, the second door had arrived and the technician said that they had ordered the wrong door. Then he said it would cost an additional $85 ro get the correct door. So after 4 calls, $158 paid for the first visit and $443 for a new door, I still do not have a working ice maker. In addition, I have 2 refrigerator doors sitting in my garage. With 4 days off from work to accommodate the repair schedule and the $600 paid for repairs to date, I could have bought a new refrigerator and it would not have been a Kenmore with an ice maker in the door!

8/23/23 - There's more! This same refrigerator died. Since it is a Kenmore appliance, no one but Sears service would fix it. Repair person came and determined it was the master control board which would cost around $700 to repair/replace. That, in addition to the ice maker which required a new door for around $600, the total for the repairs for a refrigerator that is 2.5 years old would be around $1300. I also learned that although the refrigerator has a Kenmore label, it is really an LG! Piece of trash!

Totally disappointed...I contacted what used to be a trusted brand and got SCAMED. The Sears repairman scamed me out of $95 for a diagnostic that he never did. He did not open anything on my dryer yet he quoted me the price $743.61 for proposed work.
My Service Appointment was for:
Brand & Product
Frigidaire Stacked Laundry Unit
YOUR DETAILS
Your Order Number
**************
Your Service Address
1900 Nw 55th Ter
Miami, FL, *******
Reference Numbers
01-*******
02-*******
Products
Stacked Laundry Unit repair
Dryer cleaning and maintenance

Sears Home Warranty is a total SCAM. On December 25,2022, I made a claim due to having a busted water pipe. I was told that I needed to call to speak to someone due to there not being a service provider in my area. After calling and speaking to an associate as to my busted pipe I was advised that since there is no service provider in the area I would be approved to find my own provider for the repair and all I needed to do was to email them a copy of the paid receipt and before and after photos. I advised them that I had two special needs kids and we needed the repair done immediately. They assured me to get the repairs done and send the documentation back to them and I would be reimbursed. Also, I was advised that I would receive my $100 deductible back but as of today I'm still waiting. I had the repairs completed and sent in requested documentation to only be told that my busted water pipe was not covered and I won't be receiving a reimbursement. When I spoke to someone in the beginning to put in the service request no one never said that the repair wasn't covered. I spoke to them several times and I was never told that the service wasn't covered and the crazy part about it was that they were searching for a provider to come out so it's very confusing! I don't recommend Sears/Cinch home services, total rip off!

Been a long time customer of Sears home services for 25+ years. During that time the level of service has gone downhill dramatically.?What once was a company with stellar customer service has fallen to despair. Eddie Lampert is to blame IMO. Most of the older techs have retired. They were for the most part the only value that they had. My suggestion is go elsewhere for service as I can't imagine that it wouldn't be a huge improvement over Sears. Techs just want to get out of your house as quickly as possible with doing as little as possible. Have had their techs install parts that were not the proper part because they didn't have it on their truck. The electrical part they used was over rated per the manufacturer. Never bothered to order the correct one and replace. I ended up purchasing the correct part and they installed be grudgingly. When I asked the tech to order the correct part and ship to me they refused even knowing that I paid for the part they installed. Call center is in the Philippines. They are just there to make service appointments and close appointments to sell home improvements. Any attempt to escalate service related issues is fruitless. The people at Sears who could provide help with escalating service related issues hide from their customers. Long wait times of weeks or even months for critical services such as hot water heaters, HVAC, etc are common place!

We purchased a Kenmore Elite refrigerator and an extended five year warranty. The refrigerated and not last 5 Years. Is December 19th and we have been without our primary refrigerator since September. There have been three attempts to fix it which is required before their obligation to replace it. Repairman have been out six times, three times the diagnose and order parts and three times to attempt to fix it. So now, having failed to fix it, we are now awaiting their call to begin the replacement process. The servicemen were excellent and did their best but the scheduling to drag it on this long is unacceptable. I also found out that the replacement has to come from Sears.com which has a very poor selection of replacements and they have the option of replacing with refurbished unit. Keep in mind that Kenmore Elite refrigerators are manufactured by LG and are not rated well. Local repair companies refuse to even work on them.

Recent claim, December 2022 for refrigerator repair; water dispenser not working. I paid $75 fee and service tech came to diagnose. He ordered parts and using his cell phone app I selected the next service date to install new parts for Dec. 6. On Dec. 6 Sears called saying my appointment must be rescheduled. Reluctantly I rescheduled to Dec. 16. On Dec. 16, the day they were to come, they called at 12:30 PM saying they needed to reschedule the appointment; AGAIN! This is totally unacceptable. I rescheduled a 3rd appt. For Dec. 23. Not expecting they will show up! I thought I would avoid drama by choosing Sears. Either way I will cancel this warranty! I DO NOT RECOMMEND SEARS WARRANTY! PS. You cannot get a live person and all their customer service is outsourced to call centers...USELESS!

Scheduled an appliance repair through my home warranty.
Day of the service Sears canceled and then lied to me that my warranty canceled it (I verified with my home warranty when appointment was set up, the day of the service and after the cancelation, which my home warranty did NOT cancel, and it still shows active in their system). To top off this horrible customer service call, they then tried to convince me to use their services independently of my home warranty and said they could get me another appointment today.Like I would seriously consider paying out of pocket costs and using their disreputable service.
Shady, scammy and I would NOT recommend at all.

On November 22 a Technician from Sears came to our Home to repair our washer. But he didn't have the parts and he Order them and UPS says it was Delivered to and Office in the town of Guaynabo and sign by a person name Vasquez.
Then all Hell broke lose! The Technician says he never received the parts! He says that Jose Vasquez has the parts then he said his Supervisor is picking up parts! We haven't to this day done any laundry waiting for our washer to be fixed! This technician name is ( ELLIOT VASQUEZ from the town of Vega Baya. I keep calling Customer service and they keep canceling our appointment! They keep insisting that the technician has the parts and he is on his way to our home. But it's all a lies! Today is December 8 2022 and still waiting for repairs!

I have to agree with other reviewers. I almost would qualify it as a scam. My parents are in their eighties and live in PR where the temperature is in the 90. Their refrigerator is broken since early October. The technician came out late October and was unable to fix it. Since then they've had 3 no show appointments and this last time they rescheduled their appointment to January 5th. So my parents will spend the holidays without a refrigerator. I can't even count how many times I've unsuccessfully called the customer service line but it has to be at least 20 times. They are stuck with this service agreement which Sears is not honoring and I am not hopeful that they will even show up to the next appointment. I am to the point that I might just get them a new refrigerator and forget about the agreement. Last time I called I asked if they would just refund them the money they paid for the service agreement but they refused. I can't believe a company like Sears is treating their customers like that. Two elderly people without the ability to keep refrigerated foods in the house for over 3 months. They offered them $115 to purchase a mini fridge. Shame on you Sears!

August 2 I called Sears Home Service to schedule a repair to my dishwasher. After 4 different appointments ( 2 where the technician never showed up) it was finally determined that the dishwasher needed a new control panel. I have a completely white kitchen and to my misfortune, white control panels are no longer available. I was offered a black control panel which would make my dishwasher functional. I don't understand how they consider this acceptable. Would you drive around in a white car with a black fender? I have had a Sears Home Service contract since 1992, so I imagine I have spent a small fortune of money for them over the years. This has been a horrible experience. I of course will not be renewing this contract and suggest that anyone considering taking out a home service contract with Sears look elsewhere.

I had an appointment for dishwasher repair. Had 1st appointment canceled by Sears so rescheduled. 2nd appointment canceled by Sears. 3rd appointment technician showed but couldn't fix and needed to return (no problem) Sears has now canceled 2 appointments since. Also they give an arrival time between 0800 and 5:00. They don't contact you until noon to cancel. Dont waste tour time. Goodbye Sears no show.

Sears site shows all good reviews, but unfortunately I had very bad experience all 4 times I called them for our dryer issue.
1. Every time they come in late and we wait the whole day. They come in towards the end of the day and say some random suggestions and leave, We end up again calling for service. Looks like they just needed to show up and say some random reasons to go back without fixing anything.
2. Technicians are incompetent, second person comes in and describes something exactly opposite to what first person suggested.

If at all possible, I would recommend people to stay away from their service, especially if you are taking any extended warranty!
Thanks
3.

Three confirmed appointments cancelled for no explanation with 0 notice, followed by two rescheduled appointments that were no-shows. If they cancel or no-show they drop you out of the queue entirely and you have to re-book for a later date a week out. And every single "help" chat ends with the bot attempting to upsell me on more services.

My Maytag refrigerator stopped working. I called my home warranty company and they sent Sears out to make the repair. The technician determined that the compressor had failed and would need to replaced. He had to order it and it took several weeks to get it shipped. The Sears technician attempted to replace the compressor and caused damage to the new compressor and other electronics in the refrigerator. I called Sears service and after spending nearly an hour speaking with an offshore answering service who claimed to be the Sears service center I was promised the repair would be made correctly and anothe technician sent to make sure that it was. Long story short, after setting up appointments nine or ten times they would cancel the appointment at the last minute and never did make good the botched repair made by their technician. I guess they were trying to wear me down, and it worked. I ended up buying another refrigerator. No wonder they are no longer in business as an American company. What a shame that a great company has fallen so low. If you want your appliance repaired, never allow Sears Service to make the repair.

I wish I had read the reviews before I used them. The technician fixed my stove but did a preventative maintainance check on my other appliance. In the end he had me sign a no charhe for any item as all was well. After putting dryer together he comes back and states he notices my door signal is cracked and its best to replace, says he has one up the street and will return to replace it. This was Friday it is now Tuesday and I still have no dryer. Called Sears and you get the run around to 3 different people and all they can do is call another technician back out. It is the worst experience and although they said the service call fee would be void I don't believe them. I now have a dryer that doesn't work BUT was working when they got here. Please find someone else to repair your appliances this is not worth the headache or ineptitude you'll have to endure. I gave 1 star but it deserves zero.

I had a service appointment scheduled with Sears, so I took off work to make sure I was home. They told me it would be anywhere between 8: AM and 5: PM, wow! Somewhere around 3: PM the tech called and said he didn't think he could make it. So, he scheduled me for the following week! So a whole week later I took off again. A tech calls me mid-day and says he's not going to make it. Two days waisted! NEVER USE SEARS!

Sears called on my appointment day to cancel just because they didn't have technicians close to my address. I called the customer service and the lady was not professional and helpful at all and she hang up on me. Stupid lady you are there to help customer and if you can't handle it get another job. Sears sucks, I wonder why you are out of business.