SearsHomeServicesReviews 688

If there were an option for less stars I would have selected it. The 1-star rating gives this company far too much credit. By far the worst customer service and technical assistance I have ever encountered. Every minute after I hired Sears to repair my refrigerator has been a living nightmare.

If I could rate 0 zero I would. My fridge hasn't been working properly since July '22 and today is sept. 29th. 2022 Always giving me the runaround. I still don't have a replacement fridge. Never again.

Do not use this Appliance Repair Company! The worst company that I have ever done business with. I had a dishwasher working for over 2 years. Called Sears Appliance Center in Ringos because it would shut up mid cycle. They came as expected. However, the technician told me that the reason my dishwasher was not working was because the dishwasher hose was connected to the cold water and not the hot water (Which was not the case since it was working for 2 years). I said OK, please fix it. He said we can't you need to call a plumber. I said is it part of the dishwasher installation and he said yes. But I would need to still pay the 125.00 fee and also pay a plumber to actually fix the problem. I tried to call Customer Service and that is a joke. Stood 4 hours on the phone to get directed to all kinds of info adds and never to get a person. Since I have a 90 day gaurantee, called them back to come take another look since it is still not working. I said I wanted his manager's number. He would not give it to me. I said please call him then and let me speak him. He said I can't do that. I said I wanted to talk to someone in customer service or give me a number to call to speak to a live person directly. The two numbers he gave me where the same and automated and you can not get a person on the phone. Not only are they clueless but if you have a problem, you can not get get any Customer Service to talk to. Horrible business and horrible Customer Service - DO NOT USE!

I bought a Kenmore Elite French door refrigerator/freezer. I thought if I bought a more expensive refrigerator, it would be more durable and last longer. I was wrong! The refrigerator and freezer stopped cooling after 3 years. I booked an appointment with Kenmore repair services to diagnose the problem and gave them my credit card to guarantee the appointment. After a two week wait, Kenmore cancelled the appointment on the day of the appointment with no warning or explanation. The repairman said something about an error on their paperwork because it might be covered under the warranty, as the compressor breaks on these refrigerators all the time. He said his boss probably cancelled the appointment. Sears said I cancelled the appointment and declined services, which is a lie. As this was only a diagnostic appointment, not a repair appointment, I knew that I would have to pay up front for the $120 fee for the initial visit. I also knew that I would have to pay for labor for the installation if the compressor needed replacing. There should have been no issue with paperwork, as this was only for diagnosis of the problem. I called Kenmore warranty and was finally directed to Sears Home Services. It took more than two hours to find a phone number that had representatives working, rather than purely automated responses. It took another 3 hours of phone calls, being placed on hold and redirected from one unhelpful rep to another. After all of this, they said there was nothing I could do but schedule another appointment a month away, with no guarantee that the repairman would show up then. Then they had the nerve to try and sell me different services such as home warranties. In the meantime, I'm having to spend a huge amount of money on coolers and ice because I do not have a working refrigerator or freezer. It appears that Kenmore/Sears is deliberately selling appliances with known defective parts and then deliberately making it difficult for customers to get covered repairs in order to wear then down, hoping the customers will give up and not pursue a rightful claim. I will NEVER purchase another appliance from Kenmore or Sears after this experience. They just lost business, as I am now looking to purchase a high-end washer and dryer.

Paid $177.95 for nothing. This was the cost for the diagnostic.
I had a problem in my refrigerator freezer. The tech came to my home for 5 minutes and did the diagnostic test: Parts (Switch) $83, Labor $405.95, Total after taxes and all things $494.93. We have to change a switch, that's all.
When I asked the tech why the labor is so high, he told me that it is the Sears list of prices.
Can you believe 500 dollars to change a switch? They would be ashamed to charge $83 for a part that it is even cheaper at Amazon and 406 DOLLARS IN LABOR.
I will never use Sears Home Services again, they just charge me for doing nothing.

If I could give them minus rating I would. Their customer service is atrocious. Instead of helping you, they try to sell you additional products. When setting up the appointment, I mentioned that it was related to the compressor, which by model and year, she knew it was part of a class action lawsuit LG had admitted to. I asked to ensure the tech brough a replacement condenser with him/her. The tech showed up and after ten minutes of running a diagnostic test, told me it was the compressor and he had to order the part, along with other parts. Then proceeded to charge me $562.95 for the service which he claims will be for both visits as he has to come back and install the new compressor. He also tried to sell me some products, which I refused. As of today, 9/9/2022, I still have no refrigerator. Trying to reach corporate is even harder than their customer service.

I contacted Sears Home Warranty on 8/14/22 to come diagnose a Kenmore washing machine. The CSR attempted to convince me to enter a warranty contract. After getting the details of the service call and of the warranty contract, I informed the CSR that I would make a decision no later than at the time of the service tech's visit. The CSR gathered my cc information (Sears MC - Citibank) and assured me 3 times that the total cost to me would be $109 if I did not move forward with the repairs through SHW. Once the service tech (who was very polite) completed the diagnosis, I opted to decline the repair as the price was too high (and it was a component that I knew I could repair myself). I signed the declination which itemized the charges of the repair. One of the charges on the declination form was a fuel surcharge of $6.95. The charge that appeared on my CC was $115.95... the fuel surcharge was added. I emailed *******@searshc.com (as required when disputing a charge as there is no phone contact) and explained the situation in as much detail as this review. Nicole emailed me back and declined the refund of the fuel surcharge stating that it was clearly marked on the declination that I signed. Notice it doesn't appear on the receipt I received via email from Sears. She did not reply to any further emails. I had to dispute the charge through the CC company (Citibank) in order to get my refund back. I will NEVER use Sears Home Services again and have shared my experience with anyone I know who needs home warranty services!

I purchase my appliance from sears (Elite and Pro)suppose to be the high end, but I had nothing but problems with it. I purchase the home warranty and they didn't know how to fix it. I have spent over 20K and they will not get another dime from me. I am so disappointed in the service I had to go out on my own to get the dishwasher fixed after a year of home warranty couldnt fix it. $1,100.00 for a dishwasher I expect it to last longer! And dont forget I had to pay for the plan every month too.

I am not one for reviews but I had to this time. Service through Sears on my 2.5 year old Kenmore Elite refrigerator has been HORRIBLE. I will never buy from Sears again. Refrigerator broke Tuesday Aug 23,2022. Repair tech would not come until Friday, Aug 26,2022. Has no parts and has to order them. I have waited 7 days now and no email confirmation of the order and no shipping notification as they said I would receive. I have called service line and been transferred to 4 people that all tell me they can't help me and I just have to wait. I remind them its under warranty and there is a replacement clause in my warranty. They tell me they will only "consider" a replacement after they put in the five parts they ordered and I have to wait. Its been two weeks already with no refrigerator and they told me it could be another 1-2 weeks before parts arrive. Asked for Manager, they said they do not have any Managers that will talk to me on the phone. Instead they put me on hold for over an hour until I finally hung up. DO NOT BUY FROM SEARS!

This is a long story.

The technician failed to properly diagnose the issue until his return 3 weeks later when the first repair date was available. At that time, the part he had ordered was not the problem, but rather it was an electrical issue, which would require an electrician (and fortunately my house did not burn down during those 3 weeks)! This was for an in-wall oven. Had the technician removed the oven from the wall on the initial inspection, we wouldn't be here today.

He told me that I would be receiving a refund almost equal to the amount of the deposit they were given during the initial visit. I waited and waited and no refund came. Then the "fun" began. Go ahead and try to reach a live person regarding a billing question. YOU CAN'T. You can get to live chat, where that CSR is unable to assist you, but can provide you with an email to contact Sears.

I sent an email. No response. I was finally forced to file a charge back with my CC company, which immediately got their attention. They provided me with only a fragment of the refund I was expecting based on what I was told by the tech.

At that point, I refused to continue and waste more time. Sometimes you just have to walk away. And walk away I did and I will NEVER USE THEIR SERVICE AGAIN.

But, hey, don't worry... they will bombard you with tons of paperwork, except for that one critical piece you may need for a billing issue.

Shame on them.

It's hard to believe and hard to describe how bad their technical and customer service is. It is frickin awful. The worst. There should be some class action lawsuit or investigation from the state attorney general. I've had 12 phone calls to try to resolve an issue that just won't get resolved. Way too much to go on in detail about. All I can say is that I wish I would've read some of these reviews before the problems started. And, if you are still considering going with this abomination of a company after an impressive average of 1 star and 451 reviews, don't be surprised if months from now you have reached new lows in customer service.

Terrible and Horrible Service, never engage Sears Home Service. You will be trapped.
Sears Promised to service my refrigerator on August 12th, since I didn't receive any updates from sears, I called customer service and ensured the technician will come on August 12th. As they directed, I removed everything from the refrigerator and waited for them, however, the technician didn't show up. I called them and they informed that, technician was not available. THey could have shown basic courtsey in informing me about the unavailablity. They assured, I will get an appointmnet on August 29. I was not happy in extending my dates for another 15 days due to the negligence and deliberate ignorance from Sears side. Still I was ok to wait. And few days ago, they said they wanted to reschedule the appointment for another date which is again another 15 days. I decided not to continue with them anymore. I called the customer care, spoke to their supervisor, all were super rude to me. So I stopped communicating with them. Their commitment cannot be trusted. Their promises cannot relyed. No matter what, Since I cannot trust them. I canceled the engagement with them. Later I learned that, I am not the only person, faced this issue. I am one among thousands. Anyway I am done with sears... I had to write this review, because. Another person cannot get cheated with the paid good reviews and false promises.

Do not bother with sears home warranty / repair. I scheduled an appointment and they rescheduled last second for two weeks out. This is unacceptable for having a broken fridge. Terrible service.

Previously I had written a rather scathing review when the scheduled technician just cancelled our work order and said we weren't home. I was LIVID. Today, Dan, a different technician, came out and fixed our dishwasher finally! I am SO happy to have a dishwasher again! I wish the last guy could have just done it but I'm grateful to Dan for his work. Really nice guy too, so I couldn't stay mad as he wasn't to blame for the previous tech.

I had a repair window of 1pm-5pm scheduled today, August 25,2022. I stayed home all afternoon waiting. At 3:10pm I received a text with the tracking for the repairman, it showed would be here by 3:44pm. By 4:20 pm he is not here. I call Sears and they say the appointment is now on August 30th. Apparently the repair guy didn't want to come to my house close to time for him to clock out so Sears just took it upon themselves to move the appointment without contacting me. This is the second time Sears has done this. No wonder they are out of business at the retail level.

Many friends had told me about worst experiences with SEAR home service, but until I faced myself, I could not believe that it has gone so bad from the times I remember. I was scheduled for a technician to come 7 days after and this repair is for my refrigerator in Texas heat and a house with kids without a refrigerator working! On the day of service, I get a text, that Aaron, technician will be at your location between 1-5 pm, I missed going to office, waiting on Aaron and then comes 2nd text message that he is on schedule to arrive somewhere between 1:30 - 3:30 pm and final text - "your appointment has been rescheduled for 14 days after"! Oh My God, How CRUEL, How UNPROFESSIONAL and how UNHUMANE - & then this Sears has guts to sell SEAR HOME WARRANTY services on your appliances - People who are managing this org should be ashamed and should be taken to the court of law for abusing our patience. SEARS - BYE BYE for EVER!

No wonder Sears went bankrupt! I tried to schedule an appointment at searshomeservices.com for my Sears garden tractor. That didn't work, but I did get SPAM e-mails from them afterwards, asking me to schedule an appointment. There was no place to e-mail them, because it was a no-reply e-mail address from them. After two phone calls to them (apparently to India), I learned that "they do not service my area." I then asked if they service ANY towns in Oregon such as Portland (over one million metro population). They could not answer that. After more searching at their website, I found numbers for supposed repair stations near me. However, phoning one of those numbers just sent me back to India. If this is how they treat their customers, I CAN NOT trust their merchandise either. Again, no wonder that they went bankrupt!

I've been paying for a service agreement with Sears for 6+ years covering washers and dryers in 2 homes. Rarely needed service. Now that I do need service, I can't get a return call or schedule an appt. Because Sears Service says there's 'no technician' available. Dozens of calls over 3 weeks to Sears Service has been ignored, and when I can find someone to talk to, I'm told there's not technician available. Then I'm told that Sears will just replace the washer, but they provide no details, follow-up, schedule…N OTHING. They just dodge and weave despite the fact that we've paid Sears thousands of dollars to maintain this Service Agreement, and now Sears just seems to ignore its responsibility to provide the service we've paid for.

I made an appointment on the phone and waited several weeks for the service call for a dishwasher repair. I had to call them again bc they had the wrong address and phone # for me. After being on the phone w/ them for 1/2 hr they finally corrected it. Then I waited all day and the service person never showed up. They rescheduled me for two months out - after I waited another 1/2 hr on the phone! Now, today I waited again for many hours and at the last minute I get a text saying they have cancelled the appointment bc of wrong address, phone #, and ALSO bc they don't service the FisherPaykel dishwasher that I have. This type dishwasher, as well as my correct address was listed on the service order. Go figure. They could have saved me two days of putting every thing else aside so I could be here for them, if they had told me up front about this. Also, they were texting me for a few hours today saying a technician was on the way. Why couldn't they call me instead of texting? They had the right address on the service order. This is just super bad customer relations as well as sloppy, inept handling of scheduling. I will never use Sears Home service again. And if you have a FisherPaykel dishwasher don't let them tell you they will repair it. They can't!