SearsHomeServicesReviews 688

I am a long time (16+ years) customer of the Sears Master Protection Agreement (aka Sears Appliance Plan). While I've had good customer support historically, recently the red tape and circus act, has infuriated me to the point of cancelling my agreement and moving to a more responsive and respectable company. I understand product and part delays due to COVID and I'll flex with the best of us, but I am now officially in a 4-month endless cycle of pass-offs and delays regarding a washer that was deemed unrepairable, and approved for product replacement. I settled on an IN-STOCK washer and set a delivery date (rather lengthy 3 weeks) with the Product Replacement Department. Two days prior to delivery, I receive a call informing me that my washer is not available and they must reschedule. Again, 3 week delivery window. Tonight I receive a call informing me I need to reschedule my delivery set for tomorrow for another week. After making it through several departments (1 hour) I speak to a case worker who informs me I must either wait or cancel and pick another product, they will not provide a cash payout and put me out of my misery. Understand I purchased the matching dryer out of pocket at another store, which arrived in 5 days! His response was that he did not tell me to buy the dryer prior to their delivery. Seriously, excellent customer service! Tonight I learn about hard and soft delivery dates. Apparently a soft date is when the product is NOT in stock, but they are selling it to you regardless. A hard date means it is in the warehouse. Way to bait and switch Sears. Take a look at the reviews for the GE Sapphire washer/dryer and you will see MANY reviews with the same delivery issue. This is how you lose confidence and go out of business. So here I sit, hostage to an unhelpful, imperfect process, WITHOUT a washer 4 months later. UNACCEPTABLE! Honor your contracts, and your word and provide my replacement as promised or provide my agreed replacement as cash value. Next, Shareholder Meeting.

First - the first tech sent comes and just points out that my unit is old. It's a unit that was installed by Sears so I know how old the unit is. Then tells me that the refrigerant is no longer available again I know that. Tell me something I don't know. Pay $100 to tell me what I know.
My unit is leaking water and now the lines are freezing up.
I'm scheduled 8/5 and today I called to schedule a different service. Then I'm informed that there is an opening for later today 8/3 and I took it. 5pm rolls around and no tech nor call. After about 5 or 6 calls I'm told they are over booked so they will not be coming today. REALLY!
Now no opening for 8/5 that i have to wait til 8/8, again sears has no consideration to contact the customer. The operator just schedules me for 8/5
8 and with no help to get me back on 8/5 since they screwed up. WOW!
Really these employees on the phone work with phone skids that really don't help the customer.
Sears really stays away from really helping the customer or replacing items that are broken.

Really disappointed customer

I cant believe the lack of effort I received from the Sears technician. After just a handful of minutes of "diagnosing" my broken washing machine, he told me it could be any of three parts. But supposedly they don't make these parts anymore, so there's nothing he could do. Also, I had already purchased a new control board that I wanted him to try. He said it was possible the new control board could fix it, but still wouldn't attempt to install it. So after just a few minutes, and no diagnosis, I apparently owed him $100 plus a fuel surcharge to pay for his gas...
Do yourself a favor and go with a local technician. Don't entertain these clowns.

I scheduled a service for a repair person to fix our washer. I also bought a service agreement. They messed up the order, the date and other dates. And, it took me a full day to get through to someone to fix the mess. I canceled everything with them. Not worth the stress.

My experience with Sears has been one of the worst experiences I have had in my life. The technicians seem nice enough, but they don't have enough technicians, which puts appointments out a month. Nope, you can't pay to jump the line for emergency service. Now are the techs the problem, or is it the product? Hard to say. Our Kenmore Pro Refrigerator has been serviced for a compressor failure (under warranty) twice now. The first one took 5 weeks. The second time, it was 7 weeks, and the tech was out yesterday and the fridge is not cooling at all. The soonest appointment they have is another 4 weeks out. Apparently 3 months without a fridge is AOK in Sear's book. Poorly managed, poorly run business. They certainly are happy to sell you an overpriced warranty, which they will never stop pushing on you. But actually fix your broken product? Well, they aren't in any hurry. This is because they don't have enough technicians to service demand in a reasonable amount of time. It is all part of their strategy. So count on long waits, high prices, and you are gambling on whether they can really even fix your appliances. I would suggest avoiding Sears Home Services unless you are a sadomasochist.

I scheduled an appointment and was given a time frame and a tracking map. I was fifth on the list. I followed this all day and then it said "You are up next". I was happy and then the tracking map disappeared. I tried to chat with a customer service rep who only wanted to sell me a home warranty plan. He finally said that he sent me technician a text and he would be in contact with me. About 30 minutes later my appointment was cancelled. No reason. Just cancelled. This was for work on a freezer that was not keeping my food frozen anymore. They wanted to reschedule for 2 days in the future. I cancelled the appointment and will never use Sears Home Services again. This is not the first time that they did this to me but it will be the last.

I needed to get my refrigerator repaired. The service man stayed for a little of an hour and said that he was having trouble getting it started. He ran out saying that it was working and charged me. When I checked it shortly after it was not working. I tried to make another appointment and after 45 minutes and six transfers I have another appointment and another charge! What a rip off!

I had a Sears repairman scheduled to fix a leak in my Whirlpool washing machine. I was finding a puddle of water coming from the bottom of the washer. He ran it thru the quick wash cycle & not finding anything pertinent, made some type of asinine excuse that there was a blockage in my pipe & the water was backing up in the release hose. Showed me indications of where the water was backing up. I watched him the whole time & not once did I see any water squirting from the water exit hose. I washed clothes as normal & today I found a huge puddle of water on my floor coming from underneath the washing machine. $188.00 later... now I prob have to call a plumber to really see what's going on... coz the repairman sure didn't fix it.

We have a relatively new Kenmore Elite French Dood Bottom Freezer refrigerator. The compressor went and a non-Sears repairmen referred me to Sears because he said the LG compressors they use have been subject to a recall and the repair would be covered. The part was covered, but Sears still charged me $742 for labor, which was not covered. The Sears repairman who assessed the refrigerator said he had to order the part. Despite the fact that he said they almost all fail, they don't stock them and we had to wait over a week (without a refrigerator or freezer) for the part. Finally he installed the part and recharged the refrigerant. The next day we noted that the freezer was working, but the refrigerator was not. Called Sears back. The earliest appointment was more than a week later. When he came, the repairman said it didn't have enough refrigerant so he topped it up again. Next day, the refrigerator was about 8 degrees colder than it had been, but still not at or below 40 degrees. I called back and was told the earliest appointment was more than a week later. All together it has been over a month. When you try to talk to someone, you find it is impossible to get a live person. All they will do is reschedule appointments and, unlike normal companies, the make no allowance for the fact that they started the repair and due to their incompetence, you have to keep waiting. Any reasonable repair company would be back the next day to correct their mistakes. I will never call Sears repair services again, they are the absolute worst. Also, the repairman was rude and defensive. I guess he's used to being accused of substandard work. Dealing with Sears Home repair Services is like being in purgatory. They're overprices, incompetent, and have zero customer service. I would give them zero stars if that were an option.

I bought a window a/c unit and kept the protection agreement on it. Last year (2021)in April I called for yearly cleaning and because it was not cooling quite as well as it had before. Was told they can't fix it u til it crapped out. It did a few weeks later and tech comes out orders a new compressor and some other parts COVID pushed parts back ( past the 10 working day limit they themselves set) but because they have always done right by me before I tried to be patient. I had missed appointments including one where the tech never rang or knocked at all and then said I wasn't home. I was and anyone who has dogs knows that they let you know you have company. Finally parts are installed in December of 2021 fast forward to may of 22 when I called because it's still not cooling properly they ordered sensors. Got those put in yesterday 7/19/22 and it's not cooling at all. I also live in Oklahoma and work outdoors and they are making me wait until next week so a tech can come out and " order a functional part" so they can condemn and replace it. Sears.com has nothing comparable to the one I had that isn't garbage and I am stuck waiting for the to replace and ship something. You get the phone tag run around. No one speaks English and since they already have your money you can just piss of and die they do not care that me and my dogs have only one room we can be in since the house is 95-100 degrees all except the bedroom I sleep in. ( it's been over 100 * for last week and 1/2 and projected to be that way for the next 10-12 days I'm beyond fed up. And they have the nerve to ask if I want a home protection service. If they can't fix a window unit in a timely manner I damn sure won't let them fix anything else. Save your money and your headaches and stay away from them. They used to be really good and trustworthy but not anymore. RUN FAST AND FAR AWAY

I regret the thousands of dollars I spent buying a heating and cooling system from Sears. The system is not even 5 years old and it broke. I was not aware that I must use Sears for repairs - you will not be able to use any other service but Sears to get the parts covered by the manufacturer's warranty. The service is not free - you must pay at least $89 for the technician to check your system. This is a terrible situation because Sears is not able to provide timely service to customers. I had service scheduled for today, 7/20/22, and the technician did not show up. My husband was home all day waiting for the technician, he could not go to work - the service window was very broad 1pm-7pm. The technician did not even call, then the service was rescheduled to 8/3/22. I was told that Sears has a lot of customers waiting for service and the company will try and get me an earlier date if possible!

Charged 98 dollars for the service call. Told my wife the transmission was bad in our washing machine. She was told the transmission was 700 dollars and 500 for labor. We didn't even pay that much for it when it was new. Out 98 dollars. Never do business with this company they will rip you off.

I signed up for Sears Home Warranty in August 2021 for the Home Appliance Warranty contract. I never used the service, so I can't give any feedback on it. However, I had the worst, very disturbing experience with this company when I attempted to cancel my home warranty.
In June 2022, I received a letter from Sears Home Warranty regarding the annual renewal for the service which would be effective August 2022. In the letter it stated that the only way to cancel is by calling their customer service.
I called the customer service line in June 2022 to cancel effective immediately.
In mid-July 2022, they charged my VISA for $599.88 for the annual renewal of the warranty.
I called the Customer Service line that day to tell them to refund the charge. The first thing he told me was that my service was already cancelled. When I told him about the charge on my VISA he said "yes, I see the charge went through". When I told him to cancel the charge, he said he would return $427 to my VISA. I said "No, you need to return the full $599.88" He said he would only return $427 and if I wanted the full amount, I had to call a different number. I called the number he gave me and it was some sort of survey trying to lure old people into some type of contract. I can't give any additional information about that scam because when I clicked the option that I was under 60 years old, the line disconnected and blocked me from calling back. I disputed the charge with VISA and I will get my money back that way, but I really want to warn anyone who is considering signing up for the Sears Home Warranty to definitely don't do it. The way they conduct their business by fraudulently charging people's credit cards and then hassling them and refusing to refund their money is completely unethical and illegal. I think they should be heavily fined or shut down. I am filing a complaint with my State's AG's consumer protection division about this awful company.

We called them to come repair our stove. The technician did a good job and fixed the stove, but he didn't put the front panel back on properly. Getting through their automated support line was awful. I spent an hour getting passed to four different people. Each person claimed I should call the other department. I finally scheduled them to come back out tomorrow. Really terrible customer service. There is no way I have any faith it would be better going forward.

I would rate Sears Home Warranty and it's company "0" stars if I could. I spent two day and numerous hours on the phone trying to confirm an appointment for service. I spoke to several supervisors who assured me a technician would show up at the scheduled time. NO ONE SHOWED UP. I received text saying "Knock Knock, we showed up and no one answered". This was a blatant lie, in one case I was sitting on the front porch when the text came through. Having used Sears for many years and many services, it no longer performs up to it's reputation. I will never do business with Sears in any aspect.

So my samsung dryer started making this ungodly loud noise as the drum spun its cycles. Called sears for help. The tech Was going to charg 700$+ for 2 motors due to the tech hearing the clicking noise and ASSUMING it was the motors without checking anything first. That's whatever. Them I'm forced to wait 22 days for a service visit that was already delayed a week by sears. Then the tech never showed up as I was outside and waiting for almost 7 hrs. The tech then lies about showing up, left 0 description of the house he "stopped" at. And they couldn't confirm with a Geotab service to confirm anything. Then Sears tried to schedule me another 20 days out after already waiting 22 days for literally anything. So I call sears to complain and even the lady that answered the phone didn't say anything was just silent hoping I'd hang up and go on with something else. Just to be told 5 days after a supposed refund request was submitted that I'd have to wait another 14 business days for a decision to be made by sears. Like how is this "professional" service at all. When I was contracting if I wasn't there within a week and in my designated arrival window my job was threatened. Why is that not for all people who fail their duties?