SearsHomeServicesReviews 688

This has been an absolute nightmare. Our 5 year old refrigerator broke on January 18. I scheduled the only appointment I could get on 1/25. They came and diagnosed the compressor and mother board were bad. Total repair cost $900. Parts ordered, appointment set.

3 Cancelled appointments until they finally come and put the compressor in on 2/8. Leaves all old parts because they don't dispose of them now. Now is my responsibility to get rid of a compressor!

On 2/10 we start getting an error message ER RF.

Set up another appointment. On 2/11 tech comes back tells me the wrong mother board is in there, takes it out and replaces it with the old one. Said they will issue a refund for the board via check, still have yet to see that.

Fridge never works, still getting error message. Tech comes on 2/18 to tell me now we need a new fan system and it is not from the original problem, so now we have to pay another diagnosis fee and the for the parts, $500. The fan comes, they come and install it on 2/26. The fridge works for 3 hours.

Set up another service call, comes on 3/2 and now tells me they cannot repair it. He said to call and get a refund of the $1300 that we paid.

I call, get the run around and then they offer to give me $700. I ask why not all of it, no explanation given, this is what we are offering I am told. The person I was speaking too had a very bad connection and I had trouble understanding her. I asked to speak to someone else, then they hang up on me. So I call back, get someone else who is another totally rude person, I ask why I cannot get a full refund. He gets angry at me, tells me I have to wait 7-10 days etc. I have no clue If I am getting any money back or not.

I am very disappointed in Sears and the whole way this has been handled. I should not be paying for a fridge that is not working. I honestly hope someone contacts me about this, because we would like our money back.

Sears used to care about the customers. We shopped there a ton and still have tools and other things that are over 40 years old.

This service was expensive and the person seemed like they barely wanted to try. $160 diagnostic just to tell us machines today are not what they used to be. The first disappointment was buying Samsung appliances (phones are good but kitchen appliances are horrendous).
Second disappointment was getting this group to complete the review.

Feb 19,2021 its $169 just for them to walk thru the door without the repairs, I didnt go to wk cause I needed the frig fixed my appt was 10-2pm no call/no text no update on the order. I checked it every 15min till 3pm tech never nothin. After 4pm I checked he wrote cxld. WHY? I called they r clueless. All they say is I'm sorry, they wanna make another appt, sure stay home again after u screwd me once I dont think so. Dont Call Them Find A Real Professional who wants to wk. It's a pandemic and u dont show up that's pathetic...

I had a scheduled service on Thursday, February 11,2021. On the evening of February 10, I received a text confirming my appointment between the hours of 8AM-5PM on the 11th. I took off a day from work so that I would be home when the service person arrived. Checking the appointment link on my phone during the day, it showed my appointment was still scheduled. Around 2:30 that afternoon I was able to call Customer Service to see if they any way of telling me what time I could expect the service person to arrive at my home. I was then notified that my appointment had been "CANCELED" because the service was person was sick. I asked if my appointment would then take place the next day, Friday, February 12 and was told "NO" and that the next available date for my service would be MARCH 11,2021! This is so totally wrong and unprofessional! Proceed at your own risk - there was NO COMMUNICATION concerning the cancellation of service.

I purchased Kenmore Elite appliances. Very bad decision. As soon as one year warranty was up the display on my microwave went out. Then there was an issue with the refrigerator 3 times! The compressor blew out and I had to pay the labor only of $332 to have it replaced. 2 years later the compressor blew out again and they charged me $640 just for labor to replace it as the compressor is still under warranty. That is highway robbery! Do not buys Sears appliances or use their service to fix them. Customer service is horrific!

A technician came out and found out what was needed to fix our oven door. He had to order parts. We paid for the part and for the first visit. He is supposed to come back to fix the oven door when we receive parts. We scheduled an appt for today. I received a box a week ago with the parts. I waited around all day for him to come at the time we agreed upon (between 1-5). Nobody showed. I couldn't find a phone number so did an online chat. And found out we are still waiting on another part. Nobody called to update me and to reschedule. I thought we had what we needed ( I am not familiar with oven parts, hence why I hired a repairman). It has been two weeks. I finally found a number to speak with someone ( who did not speak good English and was of NO help). She was clearly reading a script. Every time I asked her a question she just kept repeating her script. She never answered any of my questions nor could she get me to somebody who could. I asked to speak to someone else and she literally started her script over. I am so disappointed in Sears and will never use them again.

We went through our home warranty for a dishwasher repair. The first appointment was rescheduled and then once the appointment date came (Oct 2020), our technician ordered parts and told us we were responsible for removing the dishwasher for him to service it. Our next service date was never set as we were awaiting a back ordered part for months. Now, February 2021, I get a text saying I have been rescheduled for service from 8-5. Great, it's finally getting fixed. Kidding, it's not. The technician closed our ticket saying it was serviced and parts were replaced and the job was completed. We took off work, waited around, finally contacted customer service to just reschedule it to find out it it was "completed". I have parts sitting around and no one installing them. Fortunately my home warranty company has since scheduled a new service provider to fix the issue. TERRIBLE TERRIBLE TERRIBLE EXPERIENCE ALL AROUND. Run from this company. Run fast.

I had a garage door installed by Sears with a lifetime warranty. I was very pleased overall with the function of it. I had very few issues with it but today I had an issue when a spring broke and I was unable to open the garage. My car is in the garage and I need to go to work on Sunday and I called because the website states that there is an Emergency Service available through Sears. When I called them they informed me that they do not have that available and that they could only schedule me in for Tuesday. I told them that I needed to get to work sooner and that how would I be able to get to work if I can't my car out? Should I leave the car in the garage and miss work and she said, "Yes, you'll have to miss work I guess!" Now, I NEVER have been spoken to like this by a customer service representative in my life! If I could've reached through the phone, I don't know what I would've done. She was so blatantly rude! How dare she! If this is how Sears handles their customers then how are they going to maintain a good reputation? I regret working with them.

They were scheduled to repair my dryer with a time window of 8a-5p. I work from home and was there all day. I had not heard anything so went on the website and did a chat to ask if the tech (Chris G) was coming. They said he was delayed with a big job and would definitely be there between 5p-6p. At 540p I did another chat and the person said he would be there within 1/2 hour. About 15 minutes later I received an email that said he came and no one was home. Then I received a text that said to have him try and come back call the number on the voicemail. I had no voicemails... no one had called either number they had. When I actually called the 888 number the person said he would report him as he lied (which I doubt they do) and that he would call me in the next three hours. At 8p I got a text that the appointment was rescheduled for the next day. I cancelled it. If they lie about him coming as scheduled who knows what else they will lie about. And, when I talked to someone at the 888 number they did offer me a "free" quote on flooring, siding, roof, or other home improvements as compensation for the error. LOL, why would I want them anywhere near my home now? Be careful if you go with Sears Home Services. They are liars.

Originally, I called because our dishwasher had a leak. A plumber from Roto Rooter came out and said that we needed a new dishwasher. So, I called our warranty company and they set me up with Sears. Sears came and fixed the leak only to say there was a new leak. There was only one leak originally. How could it have developed a new leak while the water was shut off? I feel like I have been duped. Now, I have to pay another deductible! We won't be using Sears in the future.

My ice maker quit making ice on my 5 year old kenmore bottom freezer refrigerator. After diagnosing a frozen valve, the part was replaced, however, it did not fix the problem. However, the valve froze again after making one tray of ice. Sears then replaced a gasket. The problem persisted. After 5 service calls, i gave up and it still does not make ice. I have called about getting a refund however, they only gave me about 50% credit. I don't mind paying the original diagnosis fee, however, i don't believe i should pay for the misdiagnosed part or all the additional tax on labor costs incurred which was about $35. So at this time i am short about $100. I have tried calling the service number and have been disconnected 3 times and have now been placed on hold for over 15 minutes when i asked to speak with a manager. Nothing. Oh and they won't call you back when they disconnect you. Back end service is really bad.

I am telling everyone I know to stay as far from this service as possible. I called late last year to see about getting my window air conditioner cleaned (I tried to take the case off and do it myself, but the screws holding it on were rusted shut, and I thought I'd hire a pro to do it). We take our AC out of our apartment's upstairs window in the winter, and store it in the closet. During use, it fills with water and dead leaves, and I don't like the way that makes the closet smell. The unit works fine, it just needed cleaning. I had to reschedule the service to early January. The online process went well; I was told there was a service charge of $79 to have a tech come out. I was called when the (2) techs were on their way. The caller asked if I remembered that there would be an additional charge for their services, the $79 was simply the fee to get them to come out. He suggested it might be an additional $150 (this made me pause, since all that was needed was taking off the case and vacuuming it out). Then he corrected himself to say that $150 would include the initial $79. They made relatively short work of opening up and cleaning the AC. When they were done, the older (head) tech made a show of "trying to figure out what work code to use for billing". He claimed if he used their more common code, it would put the charge up over $200, so he used a different code that brought it down to a mere $194. (!) When the techs left, I went to take the unit upstairs—when I turned it on its side, more "gunk" fell out (old leaves that had condensed and solidified). So I paid well over twice what I expected for incomplete work. Never again!

The absolute worst company. Do not use them to have anything repaired. In fact do not buy Sears products. This company need to go out of business. They failed to make two service calls. The second time the tech claimed no one was home, even though two people were here, two cars in the driveway, and the front door open. They must employ idiots, and their chat customer service people are clueless. One star rating is more than they deserve

Electrolux Front Loading Washer,

*******861
Sears home services,

First let me state I called Sears Home Services, because of the Name…
So now I know Sears, is not the same company, as when I grew up!
I am so disappointed! A bogus trade call during COVID19, to charge me for a trade call!

Your tech came into my house to look at my washing machine…
He looked at it, spent 5min looking, online for a part, and told me "he thought it would cost more to fix it than what it was worth" he told me all the Electrolux Washers had this problem, but he wouldn't know for sure unless he took my washer apart to see what else was broking… so, he talked me into getting a new washer, and we both agreed, that makes no sense to fix?

He then your technician told me I needed to pay him for the service call? I told him that he did NOTHING but look online for the cost of a part?! For something you could have told me over the phone when I called in and gave the model # and problem... I said the latch was broken on my washer!

When he asked for the service fee, I told him to break down the washer and let me know for sure what the cost of repair would be for me to have it fixed! He looked at me like a deer in the headlights and refused! So I refused to pay!

He did nothing so he will get paid nothing!

I was thinking of taking this issue to the BBB because of how disappointed I was with Sears!

I am really disappointed that Sears is not the same company!

One star is the minimum rating. Don't understand why ZERO stars is not an option.My Schwinn bike had broke down and a repair man came on July 31. A part was (apparently) ordered but it is now FIVE months later and my bike still has not been repaired! I have heard nothing from them even though I have reached out multiple times.