SearsHomeServicesReviews 688

Keep in mind, I used Sears ONLY because I already paid for the service - otherwise I'd have repaired it myself within a week.

Two year old Kitchen Aid Dishwasher leaking under diverter motor. The contracted local area service did not show up on the scheduled date and did not call - first red flag. When they did show, I was curtly asked how I knew it was leaking there - so I curtly replied because I looked under the damned machine and watched it leak - DUH - second red flag.

This outfit ordered parts that were nowhere near the problem area. Left the machine disassembled and unrepaired then closed out the service ticket, got reimbursed and said noting to me. Only when I called did they inform me that the tag was closed. Another 45 minute on hold call to Sears scheduling. That got them in a little hot water because that's called fraud. So, long story short, it's now 4 months later and parts that would not fix the leak anyway are still backordered - third and final red flag.

I looked up and ordered the proper $18 diverter motor shaft seal located in the sump pan from the grommet guru or from Amazon then fired them. Let 'em eat cake.

Save yourselves headaches and wipe your arses with your sears service contracts. Then, buy your appiances from someone local other than Sears and write them off as worthless. Sears deserves to go belly up. They once were the standard but like most other poorly managed companies in the USA, they're profit oriented, have bought out good brands and lowered their quality with cheap failure-prone parts and offer nothing but bozo contractors to waste your time and money.

Suggestion: Buy a half-sheet sided baking pan, place it under the washer motors and sump pan (the big round plate in the bottom of the wash tub, and then put an inexpensive battery-powered leak detector (available from Amazon) in the center of the pan with a 4x4 inch paper towel square under it and save yourselves a floor repair. The square will soak up any liquid and trigger the alarm.

I called Sear Home Service Center phone number to get the price on installing new base cabinets, kitchen cabinets and countertops. I was told the only available date they had for someone to come out was next month, I said ok. On the day of the scheduled appointment, I got a call and email confirming my appointment. 20min before my schedule appointment I get a phone call from Sear about them having to reschedule and that the only available date is a month from now. I called them back and told them that was unacceptable I did nothing to deserve be pushing my appointment back another month and asked to speak supervisor. The supervisor was able to get me appointment for that following week. Two day before my scheduled appointment I get another phone call to confirm my appointment I say yes I would like to confirm. On the same day someone calls be back up to ask
Me a few questions about the work I needed done to my kitchen. I told them the same thing and now there telling me they can't do it and refused to come to my home to give me estimate. I truly believe they never intended on honoring there appointment and now I'm left looking to find someone to install my kitchen cabinets and countertops 3 week before Thanks Giving! Thanks a lot Sears, Im truly great full. I believe they were afraid to come out to my neighbor hood smh... I only wanted to give my mom the kitchen she always wanted and deserved. I'm truly sad. Reference Number: *******

I had Sears out on Oct 2nd for repair. They said ordering part and ording a second part in case i may need it also but think is just panel. Will be back on Oct 23. Got one part the electrical panel only. Called as had someone here as i work. They said not on schedule as second part not in and just because repair man says that does not mean you are scheduled as you have to call in. You wait forever to get through when ever you call i was always on line for over half an hour. Told to call Sears Warranty service as they should be able to help me as it has been over 20 days. Another call and long hold time as they cannot transfer you from appointment center. They said will have someone out today on Nov 2nd between 10 and 2. When no one called me by 11 i called to see about the repair man. They said i was not on schedule to have repairman as showing one part not in. Now it has a month. Called Warranty again said we will have someone out Friday. Same as before you say i am not off Friday and they keep saying i have Friday. By saying you have Friday again and again does not change the fact i was off today they were to come today. I said i need someone today. They said have anothe contractor out today. When they called me said they cannot come out today. I had this same long time issue with my washer. I do not or will not recommend them to anyone. They are so hard to reach and unreliable. Any other repair service must be better.

Avoid Sears Home Repair, it is a terrible company with no one accountable for anything. I spent 35 minutes on the phone to a call center in the Philippines just to get an appointment. Then no one called or showed up. Then I spent another 45 minutes trying to get another appointment and the agent said that they had no appointments in the near future and hung up. This company should be investigated by the Better Business Bureau or a class-action lawsuit should be filed against them

Washer would not spin repair man came out charged me $367.10. Washer did not spin 4 days later. This was Sept 11 Sears said some one was coming back between 1 & 5, no one came no one called. Sears refuse to refund me my money, saying someone have to come out 3 time before a refund is given. I refuse to wait all day for a repair person that don't show up or call. All I want from Sears is my money back. Had to contact a lawyer to get $367.1, don't care, I will not let Sears have my money.

We waited all afternoon for the technician to come for our 1:00-5; 00 appointment. At 4:50 I contacted customer service to get a status report and they told me he would be here at 6:30. About 15 minutes later I got a text that he is on the way without stating his ETA. He never knocked on the door (we have dogs and would have known.) We never got a text saying he had arrived. He then sent another text about 10 minutes later saying he missed us and we would rescheduled us two weeks from today. I immediately contacted customer support and they said that he left the area and could not turn back. It seems clear that he didn't want to work beyond 5:00 and therefore did not ring the bell, knock or turn back. I will NEVER do service with this company again. I waited over ten days for this appointment. I could have had my refrigerator fixed by now if I had went with a more reliable company.

I have waited since August 7th for a part and trying to get reimbursed from my original part on July 29th. It is now October 8th and have called so many times for a credit. I am always told Sears will call me back within 24 hours. Horrible customer service and the engineers we also horrible. My husband had to help the first tech to put back my freezer. The second tech told me oh the first person should have ordered 2 parts to fix this. My freezer is still broken and I have now gotten the credit cards companies involved. Don't use them! Your calls go to another country and they have no clue how to issue a credit without transferring from person to person. I am rating this no stars!

We have had a Sears Warranty for a few years and this last time we called to setup a check of our Boiler be fore the season we were given a 6 hour window which no one came nor called to let us know what was going on as to our appointment. When we called we were transferred over 5 times and on the phone for close to two hours. We canceled our Warranty policy due to the VERY POOR Customer service we received and was told that we would have to pay a cancelations fee of $25, even thou we were cancelling due to failed customer service. I strongly recommend if you are seeking a Home Repair Warranty with good customer service to STAY AWAY from SEARS.

I purchased a riding mower from Sears and at the time of purchase I also added a three year warranty. I've started to have problems with the mower and has requested a service technician to which the schedule the appointment but never show up. I am highly upset because this is not what I have paid for. I am trying now to get my money back for the warranty that I can't get! My advice is don't do it!
Horrible service! I will never again purchase from you! I have been trying to get help from Sears since July!

With 2 Kenmore appliances, I had to go with Sears Home Services for repair, but on both occasions, the technicians could not offer me repair estimates - dishwasher control panel isn't made anymore; dryer guy blamed the issue on a clogged dryer vent, but even after having the vent cleaned, the dryer would not light and stay lit long enough to dry anything other than tea towels - and when I tried to get the dryer guy to come back, they couldn't assure me he wouldn't charge me for a repeat diagnostic fee. Skip Kenmore as a brand and definitely avoid Sears Home Services like the plague.

Took out a service contract on 7/29/20. Technician came to the house to fix my Refrigerator. It took 3 weeks to get the parts and was told that they would be down in the next few days to repair. On 9/18/20 6 weeks later a technician finally showed up. Fixed the fan in the refrigerator and then he had to remove the Ice maker which was frozen. He stated he had to leave to go to another job and gave the Heat Steamer to my Husband and my husband got the ice maker to defrost himself. The technician promised us that be would be back in the afternoon to reolace the icemaker with the new part. He never called or showed up. Called the service dept at 6 pm and they said that a SERVICE MANAGER would call me from sears the next day. No phone call and have been on the phone with Sears for over 2 hours with no results. No management has called and they want me to reschedule an appt another 6 weeks from now. They are a scam and Fraudulent company. They suck you in to buy a Service contract and then there is no one to service. I will be canceling my service contract with Sears. BEWARE If they dont have the service technicians to do the job maybe that should not be servicing Appliances or any other home improvement.

I've been trying to get a dishwasher fixed for 2 months under the Master Protection Agreement. The phone lines are undermanned and when someone does answer they cannot help. The last call I made told me the average wait time was over 900 minutes! I've not reached anyone who has not forwarded me to another number. *******899, *******836, and *******320 are the current ones I'm using to chase down why it's taking so long. If you do purchase this agreement you will soon learn their hold music is horrible, that they are experiencing a large number of calls right now, and that they appreciate your patience... and on it goes.

This is the worst customer service we have ever received! It takes a month to get initial service appointment and then they cancel on us day of! They have done this twice to us now! The second time we had the appointment rescheduled on us, they says it was because we weren't home. This is a lie because both my husband and I work from home and have a ring doorbell to prove no one came to the door! It had now been over 2 months since we have had a working refrigerator. Never buy anything from Sears! They are awful!

We pay $53/month for the Sears Home Services Home Warranty Program, which is supposed to cover all repairs/replacement of appliances, except for a $75 service fee. On August 3,2020, our gas dryer stopped generating heat. They sent a guy out on August 7, who charged us $125, tightened the door and left. This did not fix the problem. The next guy came out on August 11, said he wasn't sure if they could get the parts, but if they couldn't within 2 weeks, they'd replace the dryer. Since then, we can't get an answer -- nobody knows if the part's even been ordered, nobody can tell us how long this will take, the service guys say we have to talk to the home warranty people, the home warranty people say we have to talk to the service guys, everybody says they'll have someone get back to us in 24-48 hours via call or email, and then no one does. It's been more than a month without a dryer, and there is no end in sight. They've previously had a class action lawsuit against them, and you'd think they'd want to avoid another one, but apparently not. Stay far, far away from this company.

I requested service with Sears to fix my dryer that was no longer heating. The dryer is 2 years old and the technician said the heating element needed to be replaced. My concern is when I 1st contacted the company I was told there would be $129 service fee which would be applied to the total cost of the repair. Little did I know that meant it would be added to the cost of the part and the exorbitant amount charged for the service labor. A 15 minute replacement of the heating element cost a total of $338. To offset the cost the technician suggested I could purchase their warranty program. I think not. Please beware when you're told about a diagnostic fee, or service call fee, it will be added to your total bill and no part of that will be deducted from your total cost. I could have purchased a new machine for $338 or put that towards the cost of a new machine. I called Sears while the tech was here and was told it was the technician's fault. Poor guy was using their software to calculate the price...
Seniors beware.