SearsHomeServicesReviews 688

DO NOT USE SEARS HOME SERVICES – My Kenmore Elite microwave oven has been broken for half a year. I have had four service visits with multiple technicians and from my experience it is clear they do not know how to repair the equipment and are simply guessing as to what the cause of the problem is. This company is only in the business of taking your money and hoping the parts they order will actually fix the problem. DO NOT WASTER YOUR MONEY. I highly recommend you find another company with qualified technicians that actually want to fix your problem, not just roll the dice and hope for the best. BUYER BEWARE!

I have a 2 year old refrigerator purchased from sears with warranty. I have been without a working refrigerator for 3 weeks. Our original appointment that we waited for was cancelled, but they never notified us. My husband wasted a vacation day from work waiting for them. We then had to wait for another appointment several days later when. The repair man that came out was very good and replaced the computer board, but another appointment needed to be scheduled because the refrigerator would not keep a cold temp. After being on hold for 3 hours today trying to schedule another appointment, I was told that I now have to wait until 12/24 (today is 12/17). Mind you, I have not had a working refrigerator for over 3 weeks now. My husband ended up ordering a new part himself, costing us $200, and is going to install it himself. Worst warranty ever! Oh, and their call center that we have been having so many issues with is outsourced to INDIA.

Sears came to repair my whirlpool dishwasher on August 21,2020. The ordered parts which did not come in until November 15,2020. They scheduled appointment for part installation on Nov. 30,2020 but never showed up in the 1pm - 5 pm window and they didn't call. I had to call and reschedule for Dec. 4,2020 between 8am - 12 pm and again they didn't show and didn't call. I called back and rescheduled for Dec. 8,2020 and again did not show and did not call. I called and rescheduled again (1-800-4-my-home-- Sears) They could not explain why the tech did not show up and why nobody called) they just kept saying to reschedule that the next time would be different. So I was rescheduled for Dec. 14,2020 and again Sears did not show and did not call. This time I got a supervisor involved and she told me that The "Repair Order was Corrupted", I think that Sears is actually the one that's "Corrupted" because they had already been payed and Did Not Care! Sears knew I could Not cancel payment because it was already more than 90 days so the payment had already gone through. OnHORRIBLE SERVICE!

A technician came to my home stated my furnace needed to be cleaned and parts ordered and that he would call me with an estimate. I paid him by credit card for the service call. Never heard from him again. Called the customer support line and the representative assured me a return call that day. He never called. A month later I receive a bill in the mail for $100.00. I just sent a letter to the company as a formal dispute because according to the fine print any challenge to their billing has to be done in writing. I'll give an update if they actually do the right thing and retract the fraudulent bill they sent me.

The freezer of my LG side-by-side refrigerator stopped working but the refrigerator was still working. Service man came out, said it was a bad compressor and that he'd have to order the parts to repair it. Then, without warning me, cut out the current compressor so the refrigerator wouldn't work at all. Not having a backup refrigerator, I lost a refrigerator full of food. Customer service hung up on us multiple times trying to get this resolved. I will NEVER use SearsHomeServices again.

Sears Home Service is the absolute worst. My refrigerator went out in October, I have a home warranty, the home warranty company uses sears home service. It took them 2 weeks to get out there initially, then they had to order parts (the control board and drip pan), another 3 weeks later they come back out to install the parts which by the way came in 4 days after they ordered them. The installer installed the electronic (control) board, the first installer had ordered the wrong size drip pan so the second installer had to reorder that. Which by the way does not affect the cooling of the refrigerator only catch's the condensation. When the first installer came out my refrigerator was cooling just not enough and my freezer was fine. When the second installer installed the board both the freezer and refrigerator quit working, causing the freezer to defrost and since the first installer ordered the wrong drip pan there was nothing there to catch the water so it flooded onto my laminate flooring. When I called them to tell them what was going on the only response they had was "sorry for your inconvenience, but unfortunately you have to wait for the other part to come in". So instead of coming back out to see what happened with the first part they installed we have to wait for the second drip pan they ordered to come in (which came in today 12/8 and they will not schedule to come back out until 12/23) then he will have to diagnose the problem order the correct part (again) and we will have to wait again. So we have gone through Thanksgiving and now looking like Christmas with no proper repair to our refrigerator. Now back to my soaked laminate flooring, they had no response other than sorry for your inconvenience. Once this ordeal is over with I will be filing a formal complaint with the attorney general, I will also be terminating my contract with the home warranty company and will never use either again.

I have all Kenmore appliances in my home and have maintained an extended warranty since purchasing in 2007. With any issues, I would call, schedule an appointment, and they would come out and fix it quickly. Now, my washer, under extended warranty failed. After a couple calls, I finally got an appointment, today, 8am-5pm. I waited all day with no word and no show. Finally, I called sears, who sent me to the factory warranty folks. After 40 minutes on hold, they gave me another number to call. The next folks said that they had left me a message (no message received) and that they would not be out for service until they diagnosed the issue and ordered parts. How can they diagnose without looking at the darn washer? This is just such crap. I kept relying the warranty because of the good service. NO MORE. THEY REALLY STINK! Good service is gone with the wind that took away Sears retail. Poor management, poor scheduling, poor all around.

I had an 18-year old Kenmore fridge and I am quite sure the compressor died. The phone guy said $400 for that. Service window was 1-5pm. At 4:45 pm, I was told 5:30 or later. I took the opportunity to verify that he had the compressor with him and he didn't know, so clearly he had a different agenda, ignoring mine, and ignoring the assurances I received from the phone guy (in India). He poked around and said voltage was inadequate. I am an electrical engineer and was able to trick him into revealing he was faking the measurements. He estimated $500 for a new wiring harness and $1000 for a new compressor if that was needed as well (what happened to $400?). Obviously a new fridge would be the way to go given that. That was clearly the plan all along. What he clearly wanted was the flat-rate $129 for showing up at all, as soon as he could get it. That is the scam. Whether intentional or not, the system incentivizes discouraging repair and leaving with $129 for 15 minutes of work. They should instead pledge to fix it for a flat rate, like Apple does, e.g., and charge nothing if they cannot repair. Set the flat rate to make a profit on average. I don't mind spending $129 to learn that Sears is truly dead and taken over by bottom-feeders. However, we now work to make the name go away completely, according to my experience.

Brought a stove at the Willow Grove, Pa store on 10/25/20. Wasn't delivered on scheduled date (11/11/20). No call from store. Ended up canceling the sale and requested refund for the purchase price of $878.71. Refund finally arrived in the amount of $720.79. Can NEVER get anyone at this store (in ANY dept) on the phone. Have spoken to "customer service" people in Miami, the Phillipines and several "undisclosed" locations. Everyone of these people can barely be understood and are USELESS. After research, I discovered that Sears Holdings is owned by some outfit entitled Transform KM LLC, and is run by some Hedge Fund billionaire dude named Eddie Lampert.

Meanwhile I WANT ALL MY MONEY BACK. Not part of it. I prefer not to consult an attorney, but I will. ALSO, just stick a fork in the Willow Grove Park store. They're DONE, or certainly should be.

Yes I had a samsung fridge bought the warranty for it paid 150 dollars the day I got it to make the appointment cause the fridge had quit working. And also paid 49 dollars a month for 3 months. Just to have some service guy come out and look at it for 5 mins and say it can't be fixed so he cut the cord pulled the sticker on the inside and said let them know and they will replace it. So I called them they said they wanted a second opinion so they scheduled another service day a another month out. That day come service guy called after I took off work again because had to be there from 8 to 5. He called at 10 mins. To 5 and said he wasn't coming fridge couldn't be fixed so he wasn't going to waste his time. So I called all week trying to get a hold of someone to see what they were going to do about it and finally got someone today for them to say it wasn't under warranty the day he made the report even thou they told me when I signed up for it that it was and there was nothing they could do about it I was not getting it fixed or replaced. So went 3 months no refridgeator couldn't have thanksgiving at are house because no fridge was waiting and trying to talk to someone about a new one that I was told I was getting from the lady who made the second service appointment. And it will problay been the last year with my mother and father do to there health and age that we could of had a Thanksgiving dinner together but couldn't cause of no fridge and a joke of a company like sears. That lie about there warranty and there service is a joke as well. So I hope that they finally do go broke because they suck at service and at being honest and there warranty is bull crap as well. I wouldnt send anybody to them at all. And goes to show what kind of people that work there are not good ones. If anybody cares in upper management to contact and try to fix it feel free to call witch I know I won't receive there for u won't receive another dime form me. And thanks for wasting my money and my time and ruining a holiday

My last repair took 2 months! Because they don't show up, they don't call, they say they are on their way then don't show. I am waiting for another repair just 3 months since the last one and I received emails on the 16th, the 17th and the morning of the 18th all reminding me that my repair was scheduled on the 18th between 12 and 5. After waiting 5 1/2 hours i went to the email and pushed Track My Service. I told me that my appointment was Nov 23rd between 12 and 8:30PM! Even thought the Subject line said Your Appointment is Today.

It is beyond inefficient. It is inconsiderate and rude, the exact opposite if SERVICE>

Sears Home Service is obviously headed for extinction. Until then, avoid at all costs. I won't parrot all the other complaints I've read. I'll only say they are all true.

Addendum to the above:

A few weeks ago SearsHomeSerives was supposed to come and complete the repairs they left unfinished a week or to before. They never showed. I was later told they were rescheduling me for Nov. 23rd (today). Last night I got a robo-call to confirm. This morning I got anothe confirmation at 7:45am vis email. Then at about 9:30am yet another email was received informing me that my appointment was now re-scheduled for Nov 27th. These people are simply shameless. I guess when you're running the show from Bombay customer service goes out the window.