SearsHomeServicesReviews 688

Sears farmed my home warranty to Cinch, and they support is horrible from both ends. My downstairs AC was not working and my upstairs unit was fine. The first Sears AC tech had been here a year ago, and there was a mysterious short that took out my downstairs breaker. This time there was a mysterious short that took out both the downstairs control board and thermostat, and the exact same breaker damage on the upstairs unit, that had happened to the downstairs unit the last time that tech was here. She left to go get R22 and we figured out that the upstairs unit had stopped working. Learning from her last visit I had spare breakers for both and quickly replaced it. She eventually returned and could not figure out that the BURNING SMELL was from the board that blew up in the unit, because she kept INSISTING the upstairs unit was the downstairs unit. She left claiming there was a short. We requested a different tech, he came out and ordered the part and left. After 2 false starts and another week, he shows up to blame me for the wiring, the short, and refuses to do any work, because the other tech THAT WAS CLEARLY HIS "GIRLFRIEND" said it was all my fault. I had not worked on my own units in more than 7 years due to health issue. I had a contract with another company before Sears, and the documentation to prove it. The tech threatened me, IN MY OWN HOME! Needless to say we are asking for a full refund for the cost of the Warranty. We'll have the unit fixed and start with a new company. Do NOT EVER trust Sears again. It isn't fraud, but they are damn close. Sears, apparently wants to follow K-Mart into bankruptcy...

One of the worse companies i have ever had to deal with. Cant correctly fix things, blown appointments but keep pressuring me to buy their warranties. Dont walk - RUN - from these folks. Wish i would have read these terrible reviews first

Have been using Sears for many years. That relationship is coming to a close. Oven broke. They sent a part... broke. Rescheduled for two weeks later. On the day of the appointment they cancel by a text (no explanation). Now have to wait another week. Would you spend $5000 to have this kind of service... I didn't think so. I wonder if this part of Sears is going out of business too? STAY AWAY FROM SEARS HOME SERVICES!

They are absolutely the worst I have ever dealt with. I am so sorry I purchased my Kenmore Elite Refrigerator online from them. The fridge is only 2 years old with a bad compressor. Love the Fridge hate the company! Left me for days without my Fridge the people that schedule you can't even understand them their English is also horrible, when they finally scheduled me and arrived the tech arrived at 9:00am and left at 12:30pm and could not finish installing the compressor Left my Fridge in the middle of the kitchen floor with boxes from the compressor's and bag of parts on my counter and said that another tech would take his place that tech called and was supposed to arrive but he was taken off the route so no one showed until the next day with out my knowledge. Lost 1- 1-/2 days of pay and about $700 worth of food with no reimbursment. Called a million times to complain and sent emails SEARS DOES NOT GIVE A CRAP! Try calling Corporate Good Luck. They Closed there stores, they should SHUT DOWN Completely.

I would rate -1 if i could! My home warranty recommended Sears for my Dryer and Washer repairs. It took Sears over a week to get to my house, and forced me to make separate consult appointments each for the dryer and washer. They ordered a slew of parts for both and scheduled two return visits 2 weeks out. Again, they wouldn't address the washer and dryer at the same appt. I took the day off of work and the repair man was a no show. Never called to reschedule or anything. I called Sears today only to find out that my work order was not scheduled because apparently there are backordered parts. Again, nobody bothered to inform me of this. My washer appointment is scheduled for tomorrow and I'm told that also won't be scheduled due to a back ordered part. So it's been nearly a month, I've lost 3 days of work and $$ going to the laundromat. I'm told I'll have to wait until parts are no longer on backorder. This is beyond unacceptable. I bought my washer and dryer with Sears and I can assure you I won't be doing business with them again. Their approach to providing quality service, or any service is slim to none. So if you are retired or unemployed and can afford to wait around for someone to get around to telling you when they'll show up, Good Luck with that. 1 month in and I am no closer to being resolved!

Normally, I would never write a review about a company, but their service is absolutely horrible. Several times I have been told that our technician would be within a certain time window, the first few times, they were delayed by two hours. Wanted to reschedule only to be told they don't do service on that day. Rescheduled again and was told that they would make sure the technician was there within the time frame, but yet, here we are again 2 hours late with no phone call.

We had an appointment for a freezer/fridge repair for May 24 between 1-5 pm. No one showed up or called by 5. We checked with online chat. Appt moved to 5:30-6:30. At 7 still no tech. Chat tells us our new appt is June 2. Near impossible to talk to an actual person but when we did we were told our appt had been cancelled and the soonest they can get here is June 2. Simply appalling lack of customer care. They cancelled the appt without any notice at all, after our scheduled appt time, and would not make any efforts at all to get someone here.

6 appointments - finally on the 6th some showed up to tell me my washing machine was fine even though it continues to leak everywhere. So I have waited home for six days and still nothing is repaired.

I must start by saying they do have really good technicians. But when it comes down to customer service the head manager who oversees Honolulu. Dont give a rats $#*!. The technicians deserve more pay. They have a terrible training program. 5 technicians have left within 5 months...

I grew up with Sears stores and Sears outstanding appliances and service department. I will, however, never use the Sears Home Service system again! After scheduling an appointment to have our dryer repaired the very nice tech told us that he had to order the parts, but scheduled an appointment for the following week to come back and complete the repairs. On the day of the return appointment, no one showed up and there was not communications (phone, text, email) about any change to the appointment. After calling, I discovered that the system is that they (SHS) orders the parts, has the parts shipped directly to our home (was never told this), then after the parts arrived we would have to call and schedule a time for them to return. In our case, it took almost three weeks for the parts to arrive (they are scheduled to arrive today, and then we will have to call and see what sort of time slot SHS has available for their return. What little communication that they instigated was almost always inaccurate – emails with inaccurate dates, apology coupons sent that had already expired, etc. Complete lack of communication, no customer service – the people you speak with on the phone are well versed in following the script they have been given – and no regard for their customer after you start using their ‘service'. Very disappointed in what Sears has become, and will definitely not be using them again or will not be recommending them to anyone

Somebody came out to diagnose my dish washer. He started it and stopped it twice and concluded that it needed a circulation pump, and the repair would be $850! I had already tested it myself and knew that this was not the problem, when I mentioned this he said yeah it could be something else as well! And that will be $89 please. It took me an hour of googling to figure out what the problem was and a $20 part from Amazon fixed it. They're clearly not interested in fixing anything, just take the $89 and run.

Sears home services is the WORST! They came out to the house and charged an exorbitant price to look at my microwave. Service guy only wrote down the model number and said he had to order a part. Didnt even test the appliance. We've been waiting 9 weeks so far for the part. No one can tell us when or if it will ever come. I've called and/or chatted 10 times with them so far. They keep saying they are going to "escalate" the repair order but nothing ever happens. If I could give them a zero rating I would.

Unreliable, irresponsible, won't return phone calls; two months trying to get our stove fixed, they blame Lg

I scheduled an appointment for Tuesday 03/30/21 for a Technician to do a diagnosis on my Samsung Dryer. I took the day off work so I could be home when the technician arrived.

I had an appointment window from 8am to 12pm. At 10:18am I got an update that The technician would arrive between 12:01pm to 1:31pm.

Then at 12:23pm, I get an email that the technician arrived but no one was home and that he had left, attached in the email is a picture of the incorrect House on the wrong street.

I contacted Sears Home Services to have the Technician call me so I could guide him to the right address, but the said he would not be able to make it back out today and would have to come back on Thursday.

I explained that He should still be in the area, and can make it back to my house within the updated appointment time (12:01pm to 1:31pm) but was told that they were unable to contact him.

All in all, poor customer service, and unwillingness to correct a mistake they made. After contacting Sears Home Services, and writing this review, it is 1:02pm (still within my appointment time)

I would urge everyone to do business with any company other than Sears Home Services.

I've had the worst experience with this place! I needed a annual maintenance check, & after they canceled without telling us, I've waited around for 4 hours 3 different times! No call, nothing! It's been rescheduled 5 times since December & I still haven't had anybody show up!

Even one star is too much. We called in Jan 2021 and scheduled on 2/16 but got no show without notification. Called again 2/16 and re-scheduled on 3/11.3/11 got a postpone notice to 3/30. To add to the insult, this appointment was only needed because they did not do the job correctly back in Nov 2020 with their initial repair. The appliance broke down again for the same problem merely after 2 months. Sear repair customer service is terrible. No respect to customer time. No commitment to qualify or timely delivery. We would stick to this one see how long we finally will get this resolved. It now becomes an experiment for us to see how low they can go. Will not recommend using them to others.

I had a technician come out to look at my broken washer. I needed him to send the diagnostic report to my home warranty company, which he said he would do but he never actually did. I called both the technician and the service line for weeks afterward to try to get them to submit the report or at least email it to me, but they never did. I asked for a refund and they denied me. They stole my money. I had to request a different service provider come out in order to get the problem diagnosed for my home warranty.

It's been three months of several cancellations at last minute or just no show after waiting all day for them. Finally a tech comes out and it is a warranty issue. Charges us 169 diagnosis fee and parts to do further diagnosis. Not parts to fix it. Then never came back as said. Called to find out why and they didn't even know. Called manufacturer and they stated we shouldn't have paid for any parts for this is warranty issue. Called sears back to get refund and nothing yet and they just take your diagnosis fee and run with it to never return. And watch what you sign with them and get copies. They do not send you an email like they said they will. I will be taking this further to state level. They are doing this to too many people and need to be stopped.

Sears and they said the light module needed replaced which sounded complicated. When the tech arrived, he did not wear a mask during a pandemic or shoe covers before coming into the home. He spent about 10 minutes inside the refrigerator, fixed the lights and left a bill for almost $400. A few months later, and few more lights
Stopped working. I did some research and the light module it just what they are calling the LED lights. The great engineers at Sears designed the lights so they are in series, if one light goes out, so does the other lights on that side. I was able to find a replacement light online for $25. The light arrived in two days and all you have to do is pop out the old light, unplug it, plug in the new light and snap it back into place. The whole process took me around 10 minutes. Charging $400 is a scam.

Would you like to spend 40 minutes on a phone call that consists of multiple transfers, inept representatives, and ultimately be disconnected or provided another phone number so you can do this song and dance again within the framework of another incompetent call center? Then this is the place!
It only took 3 weeks to reschedule an appointment for my garage door. Nobody had bothered to call or show up for any of the previous appointments. In this 3 weeks, I may have spent 4 hours or more in their maze of representatives to get this scheduled. Progress!
When the day arrived for the visit, the technician came in and tested the opener and the door opened. He said it works and left. $100 well spent! I tried to explain that the issue was intermittent and progressive as we had the same issue with the other opener for the second door. That unit was replaced, but not until it completely failed and the door stopped short of opening only to be backed into by the minivan. Adding a new garage door to the tab in addition to replacing the control. The technician didn't really care to listen to any of that and was quick to point out that the $100 I spent on the deductible was not paid to him. He just didn't care.
At this point I want my deductible back or the unit replaced. Wish me luck, I'm going back into the labyrinth.