SearsHomeServicesReviews 688

I have been battling with Sears to get my fridge repaired since 11/21. I keep setting up appointments and they put on the appointment that I have the Sears Home Warranty WHICH I DO NOT! So they have to cancel the appointment and and set up a new one without the home warranty. Of course it's a later date. Finally I got to reschedule for today 10-2 and I was just informed at 11:55 that the tech called in sick so I have to reschedule. Now I have to wait, without a fridge, til Dec 16th. This is ridiculous!

Absolutely not responsible! They are a waste of time. They scheduled an appointment with us to repair a washer and dryer and missed the appointment twice. We were originally scheduled for repair between 1:00 and 5:00. The Technician, *******822, called at 7:30 am to ask if he could come earlier, we agreed. He said he would arrive shortly but never showed. He lied and said he had come and we knew better because there is a camera which showed him parked across the street and never coming to the door. When we called to explain that he had not come, he got angry and said, "maybe I won't come today". We called Sears and spoke to Ernest who supposedly escalated the issue and assured us that someone would be out between 1:00 and 5:00. No one came or called! Don't waste your time with Sears Home Services, they are a mess.

First - the use of people in 3rd world countries which speak poor english, cannot make a decision and have no authority is a waste of everyones time.
2nd - repair man knocked the tubing off my humidifier while doing a regular maintenance check, which caused the humidifier to dump gallons and gallons of water thru my walls (my furnace is on the 2nd floor) causing $25k in damages. Not only does their 3rd party insurance administrator not answer calls of emails Im gonna have to get a lawyer now and sue them

Our Kenmore frig was icing up, so the technician fixed the situation for $355, however it only lasted for 120 days just 30 days past the warranty of service before it started having problems again. They would NOT give any discount to get the same problem fixed a second time. My recommendation is SEARS retail went out of business for a reason, stay clear of this service business at ALL cost.

After waiting six weeks due to receiving ordered parts that arrived broken, the Sears Rep finally showed up today.
Our excitement was short-lived, as the service rep explained our washer is unfixable.
Before he arrived are washer was working poorly, but it was working. Now, it does not. Please see the pictures; the service rep left our washer in pieces. He did not have the common sense to return it to us; in the same manner, he found it.
I have to wait 48 hours to receive a refund for parts; they will keep the original $109 for the diagnose, and completely broke my washer.
To make matters worst, it is impossible to connect with a real person, as you only have the option to speak with the automated service.
I don't recommend anyone use Sears, save yourself the aggravation.

I will never use this service again. I scheduled a maintenance appointment for my washer. The tech came out and informed me that my washer needed a major repair based on my description of performance. At no point did he touch or turn on my washer. He advised that is was cheaper to replace or purchase a warranty, wait 2 months and then have Sears fix it. I paid for the service call with the tech via credit card. A month later I received a bill for the service. The bill only contained ways to pay and no way to directly talk with someone. They gave an email and mailing address to correspond. I sent two emails with copies of the receipt AND a physical copy through the mail and my account was still transferred to collections.

I WILL NEVER USE THIS SERVICE AGAIN! I paid $100 for a service call and the tech never touched my appliance.

"Whole home under warranty"… except that when you finally need to fix something, it's everything else that is not broken in the house that is covered. Not to mention that is nearly impossible to talk with someone in person. I was able to chat with someone, but he told me that for the repair i needed to call. They have several phone numbers, all with automated responses. To open a claim you must prepay a service fee/deductible, before you even know if it's something they will cover or not. In addition, you can only open a claim if you pay this, even if they have no providers available to do the service or any idea if it's to take weeks or months for the job to be done. Even with me declining the authorization to charge my credit card with this service fee, they still did it anyway (I happened to look my emails while on the phone with them). I urged the guy i talked to while canceling my warranty plan to listen to my conversation with Amanda to verify that i did NOT agree to the service. I do not recommend their services at all!

Sears visited my home and identified the issues with the dishwasher, wash and dryer. After receive the parts, they never contacted the repair company for the repairs. No answer to emails, phone calls and text messages. I had to break my maintenance contract with Sears after waiting months for the repairs and appliances were never fixed!

NEVER, NEVER USE THIS COMPANY! I had to use Sears Home Services because that's who my home warranty selected. Took 2 weeks to get a tech out to look at the dishwasher. He was nice, ordered the part I needed which came fairly quickly. Of course the follow up service was scheduled another 2 weeks out. Took off work for them to call and say sorry running behind and can't make it. Said he'd come the next day (tues) but I couldn't get off work so scheduled for Fri when I was off. Well no one showed up. Called and my appt was apparently scheduled for another 2 wks out not 3 days later like I was told by the tech. Finally comes out and he can't get the valve to turn to shut the water off to dishwasher so he could repair. Said I needed a plumber. Got a plumber on Mon and called Sears to set an appt. Well of course the tech had already set it but for 2.5 wks out. By the way didn't need a plumber, all he had to do was put a tad bit of muscle into it to turn the valve. A wasted service fee. So the day finally comes for the repair. Scheduled between 1 and 5. At 12:10 tech calls saying on way. Said I could leave work now and be there before 1. He said well let me make a call n call u back. He didn't return my calls. Checked the app for estimated time and now it's a new tech with estimated arrival time of 6:45. At 6:10 get a text from Sears saying sorry you weren't home. Even had a picture attached as to maybe prove they were there? I don't understand that bc the picture was of a washer inside a house? Plus I'd been there since 1! Called to see what was going on with them saying we escalated the ticket to have them come back out and they'd call me back. 30 mins later no call back. I get on online chat and oh sorry tech got behind and can't make it. He'll come tomorrow but couldn't tell me when but rest assured she'd send over my info and they'll contact me as soon as possible. So now I'm just supposed to last minute call into work and hope they get me scheduled for tomorrow. NEEDLESS to say 3 months later I still don't have a working dishwasher

Sears Home Services really stinks. The repair person came out, had to order parts and scheduled a 2nd appointment to install the parts and fix the Freezer on our Kenmore Fridge. Only one of the parts arrived. I was in contact with them daily trying to get the 2nd part before the scheduled appointment. No luck. Not only did they NOT tell me that he wouldn't come to install the one part the did arrive, they didn't tell me that when the 2nd part arrived that there weren't any appoinments available at any time to install the parts. So NOW I'm left with trying to get another entity to come out, pay a 2nd appointment fee to them to have them install the parts that Sears PROMISED they'd do. This is a horrible way to run a business. I have pages of texts with them and another page of the phone calls. I wouldn't recommend them to my worst enemy, let alone anyone I consider a friend.

After calling them they refer you to another party and you have to call the.
After calling the third party they gave me a time for 0ne week later. When the service person came to my house he mentioned that he has to order a part. He left and I did not hear from them for one week.
After one week I called them and they mentioned that they ordered the part and will be ready next week,
So far we were without dryer for 3 weeks and if they show up at the promised time for one more week.
4,5 weeks for fixing a dryer, Crazy...

I have worked with Sears in the past and was very satisfied with their services. However, they are now sending out people to work on appliances to do just enough to get you to pay this expensive service fee and extra for parts, but to no satisfaction for the client. I feel they need more experienced service techs to get the job done the first time and stop trying to rip people off, because after sending a new service tech who provided more details a second time, he claimed I needed more parts which would almost equal to the price of a new refrigerator, but couldn't guarantee it would even work past one year! Of course, at this point I requested a refund which took two weeks after threatening to consult with my attorney regarding this matter.

The name used to speak for itself! Please don't get confused, this company should just gracefully bow heads and give it up! I'm a home owner and I love my warranty company! Had this one for my auntie, they just ripped her completely!

The ONLY reason I give them two stars instead of one star is that when you call their phone you don't have to wait excessively long to talk to a rep.

I own a three year old nice, expensive, Kenmore refrigerator. Nice until it stopped working. The compressor, and approximately $500 part, has, according to my local very trusted licensed appliance technician had failed and needs replacing. The warranty says that for 10 years Kenmore will replace the part under warranty. Just the part, not labor cost. OK. But they will only supply the part if it is installed by their own certified technician. They refuse to send the part to me or my tech. This is in direct contradiction to the warranty language with says NOTHING about it has to be installed only by their certified tech to get the part under warranty.

Wait, it gets worse:
# They can't get their tech out to me for three weeks.
# The tech will charge $129 to tell me what I already know.
# I called Sears home service to try to get an estimate of what the labor would cost to install/replace the compressor. I got a run around passed off between different departments, but none of them could tell me that. I've probably spent a useless frustrating hour on the phone.
# The phone reps are unable to give me any way (phone, email, chat) to directly contact any real service tech to get even a guesstimate of labor cost.

And the final nail in my coffin is that the earliest they can get a tech out to me is three weeks. And then the tech is only coming out to do a diagnostic and estimate. No promise about how long to do the repair.

By the way: This refrigerator was sold by Sears, branded "Kenmore", but turns out it was manufactured by LG. It turns out LG has had a lot of compressor failures. I hear there may even be a class action suite regarding that.

Do not purchase anything from sears or their master protective agreements for your products. I have been with them for 14 years and have had excellent service. This year has changed. I renewed my policy on 15 April 2021. They have lost my records, My products under warranty were missing from their records and they cannot be reached for repairs. They are doing repairs through 3rd party contractors who are incompetent as well as the incompetence of their staff at sears customer care services

If you don't mind wasting most of your day only to find out that they have arbitrarily canceled your appointment go ahead and do business with Sears! Sears requires that you give 24 hours notice before canceling an appointment, yet they've not the same respect for your time. I never received a message that they were canceling. I had to go online to look at the status of my appointment when no one showed up after I'd waited for 6 hours. I called Sears to complain, they said they called me, but I'd hung up. There was an unidentified call, I answered, but no one was there, no message was left, no further attempt to contact. The service agent was very rude. When your appliances need repair ask around, find a local person, and avoid Sears like the plague. I will never do business with them again and will actively encourage all that I know to avoid them.

We have been with sears home services for well over 15 years and since they've filed bankruptcy the quality has gone downhill. Our washer has been broken for well over 3 months and we have the warranty. The first repair technician said he would have to order 5 parts to repair the machine. We waited nearly 3 weeks for parts, once they arrive we contacted customer service who informed us more parts will need to be shipped out. Again, another 2 weeks. The parts arrived and we have an appointment scheduled, the technician never showed, so we contacted customer service only for them to say we never called them THEM to confirm if we would be home... WAIT! COME AGAIN? If we made the initial appointment with you and set a date and time, why do we have to call and confirm an appointment? Isn't that supposed to be the other way around? Fast forward nearly a month later, the washer is still broken with a mountain of parts sitting on top of it! Today, 9/15/21, the tech comes out (lovely individual by the way) and lets us know that the amount of work needed for this repair requires two men and the job cannot be completed with him alone. He even went as far as reaching out to individuals on his end to rectify the situation. HOWEVER! THE WASHER IS STILL BROKEN AND AT THIS POINT A NEW MACHINE NEEDS TO BE PROVIDED IN ITS PLACE! This household has well over 7 individuals in a multi family home, nearly $150/week to wash clothes! THIS IS OBSURD, WHY ARE WE PAYING FOR THIS SERVICE IF REPAIRS AREN'T FULFILLED?... SEARS, TAKE ACCOUNTABILITY AND FIX THIS WASHER OR REPLACE IT! PS... THE NEXT APPOINTMENT WE CAN RECEIVE FOR A TWO MAN REPAIR IS OCTOBER 4TH... YES I DID SAY IT WAS 9/15... ANOTHER MONTH REALLYY!?