SearsHomeServicesReviews 688

Extremely poor service. Last year Sears did sales on duct cleaning $99,00 for 10 vents. The technician arrived and quote $1,600 for the job. I refuse the service. This year they are running the same special. I made an appointment for August 21st with window time 9 am-12 noon. The technician did not show. I made numerous calls to the 703 339 58-88 phone number and to the tall free number and I was assured that the technician is running late but the service will be provided. Meanwhile the technician calls me, and I recognize his voice the same phone number 202... from last year. He wanted to reschedule the appointment even if Chris, Lisa, and Samantha kept saying that the driver will show. At the end of the day the appointment was rescheduled for August 28 with same window time. At 10.33 am I made the call and Chris assure me that the tech will be in 22 minutes in my house. After 12.15 I called again, and Chris kept lying and even did not care that I am upset. Later the driver called me and offer me $800.00 for the service. He remembers my house well. I do not know who oversees Sears home services, but it looks like it is operating by a big mafia. Shame on them!

I was about to go off about my technician not showing up for the scheduled appointment I made two weeks ago. What's the point though? Looks like everyone here has a similar story. My fridge is under warranty, not that I can actually get it repaired. Chat is useless. I talked on the phone with some nice people who claim that my technician is still en route, despite being 2.5 hours late. I legitimately hope the guy is not dead somewhere, but he's not showing up or calling. I think I'll just hit YouTube and try to figure it out on my own. I need a fridge that works. Customer service is over people. We'll tell our kids about it someday... I remember when you could schedule an appointment and someone would show up...

Scheduled Maytag Washer repair with Sears Home Service and A&E Factory service shows up. My first conversation is advising him that I had a similar issue last year with a sock getting stuck in the suction pump. He quickly cut me off to say "there is no suction in a washer" I brushed it off and said "whatever you call it, but it sucks water in the hose to remove from the machine". He opened the lid and almost scolding me said " I thought you said it wasn't draining"... me - "I did"... him in a sarcastic tone."well there isn't any water in it". So I snapped back "You're Welcome! I emptied it out manually. Unfortunately the talking down to me didn't end but the worse part of the whole trip is that he removed the top control panel and when he put it back on, there is a bottom metal lip that is supposed to be inside to keep it from lifting every time you pull the stop knob. It want it put on correctly and know they are refusing to come back to fix it without charging me another $99 for another service call. I have escalated and people won't give me their names and I only got a "we'll put in your complaint and you will get a call back in 3-5 business days". What! What the heck, just call back the tech... it's only 11:30 am on a Tuesday. It's not like it's 5 on a Saturday. Worse technical and customer service EVER!

Technician seemed VERY opposed to doing any repairs, did a quick diagnostic and said that the repair would cost over $470 (new pump and drive unit, both of which WERE working and continue to work fine... problem was that the computer module wasn't cycling through functions but he either didn't know how to address this or was simply dedicated to not do the work.

Technician would NOT accept a check as payment and demanded a debit card (as opposed to the website payments protocols) which leads us to suspect a possible scam so we are monitoring our bank account closely. We asked about the issue with our refrigerator and ice maker leaking (also a Kenmore product) and he declined to even examine it.

As Sears/Kenmore customers for over 30 years, we would be hard pressed to EVER buy another Sears/Kenmore product.

Terrible service, seemed all he was interested in was collecting the $100 fee and we would request a refund of this money.

Filed claim in June 2020 to fix range. Single burner was not working. I have had 4 technicans (one of them twice) who have managed to incorrectly order parts and unable to communicate with sears home warranty at all. Last technican took range apart to fix and could not put it back together in working order. Now all 5 burners and 2 ovens do not work. Sears home warranty is now sending a different company out to try and fix meanwhile I cannot cook at all. I have filed a claim against sears with a legal firm due to complete incompetence.

I have a Sears Kenmore Elite Refrigerator. I paid $800. For a 5 Year Service Contract. On July 29,2020 I had a appointment to get my ice maker repaired. The repairman stated he needed parts and rescheduled for August 11,2020 between 8-12PM. The night before my appointment I had a robocall stating the appointment had been changed to 1-5PM. At 4:45 no repairman. I called Sears Home Services and they stated that the repairman was not assigned that day. I asked why did you call me last night stating otherwise. No Answer. They rescheduled for August 13,2020 between 1-5PM. At 2:30PM of the day of the appointment I received a text message stating the appointment had to be rescheduled for August 24,2020 between 10-2PM. What am I missing here? Is this the new way a company runs a business? What the Hell?

Techs do not know how to fix my built in refrigerator. Oscar is his name. Sears keeps assigning him to us, every time he shows up he blames his supervisor for not training, he refuses to give us his supervisor name and number, he steals a tool, and now he doesn't show up. The worst part he reports that the homeowner doesn't let him fix the refrigerator. I've had no refrigerator for 4 months. Sears keeps telling us they can't do nothing until a tech says it's unrepairable and they keep sending us the same tech! I'm ready to sue... btw on hold for an hour now trying to get customer service

In the last 2 weeks I have spent at least 40 hours on hold. Most times to reach someone who offers absolutely ZERO help. When they tire of talking to you, the phone disconnects. Or, the tell you they will forward you to someone that can help them... then they put you back in the customer service loop. My problems started 3 months ago when I called in for service on my washing machine. Sears showed up promptly and ordered 11 parts for my washer. A few weeks later the repairman came back and said parts were missing. He then told me he as going to authorize a replacement washer. Thats when the trouble started. 2 1/2 months later I got an eamil that said because of Covid19 my replacement was being delayed, but I could accept a $399 check. I cant buy washer anyplace for 399. But, when I contacted Lowes they said a washer could be delivered in a few days. I dont know what to do. Im 78 an have to mop each time I wash clothes. Soon my floor will be rotten.

I would never recommend this company to anyone. I had to wait for two Appt to get them to look at refrigerator because they keep canceling. Then the quoted a repair, fixed it and the refrigerator still did not work. They made us wait another week, cancelled that appointment after they already stated they were coming due to weather issues (it's 76 and sunny) and want us to wait two more weeks for them to even come back out to look at the refrigerator that they never fixed. No one at the service center would help me they sent me back to a supervisor who wouldn't help me. I now have to go buy a new refrigerator after I just spent all this money for them to Replace a part that didn't even fix the refrigerator. I am 44 and in my whole life I have never seen a company act this way.

Sears Home Services sent an unqualified repair man to fix a major appliance in my home and damaged it badly. I asked for someone experienced to come back to fix it, and they sent back the same man that damaged it in the first place. You can't get anyone with any authority on the phone to help or get someone local to speak to. You will go from one call center to the next. The operators will all sympathize with you, and tell you they are connecting you to customer relations, or special technical help, or the parts dept. and so on. They will even say they are gong to stay on the line with you and make sure the problem gets resolved, but then they lie and hang up. I was transferred at least 4 times and 3 hours later. I was re-routed to the scheduling department. I was all over the US and Philippines in all their call centers and accomplished nothing but got very aggravated. Someone in their parts department told me they shut down a lot of their local offices. You can't get corporate offices. I really feel they need to own up to this and be honest with people and say we are shut down, we only have call centers that can do nothing but schedule appointments. No one will help you with a problem, and offer customers a refund. I don't think its fair they stay in business to lie, cheat and abuse customers. I wish I had read the reviews before I used them. I was a Sears customer for many years, and I remember when they actually stood by their products. I am going to cut up my Sears card today with much satisfaction!

Horrible customer service, misdiagnosed and still took my $500. Refugees to refund me at least the labor charges for the incorrect repair and didn't have anything sooner than 3 weeks to come back out to fix the real problem. If Customer service would of handled correctly would of been a little better. Now I am out $500 with a part that cost $25 and had to pay another company to come back out to fix. I believe if you want to save time, money and your blood pressure don't use them!

Kenmore refrigerator less than a yr old needed fans which were under warranty. Repair service guy ordered the parts, 7 weeks later, parts are still back ordered. Have called numerous times only to be transferred, put on hold for an HR then disconnected. When we finally got someone to acknowledge that we should get a replacement according to the warranty, she said someone would call or email us within 2 work days. That was on Thurs, on the following Tues, still had no call. Called service center only to be put on hold transferred, put on hold and disconnected again twice. Went to internet chat and Nikolaus said we had to call repair guy and Mark order complete before he could help. Start over? Bottom line is, the warranty is bogus, will not be honored. Bought the fridge on sale when the Sears here was closing. They say they value their customers, but so far there is no value here at all in the product or in their warrenty. Sale wasn't worth it. Still have to buy a new fridge. Also internet chat offered to email transcript. Tried 3 times, ERROR. Tried another address and that said error also. So, no proof of chat on line.

4 years ago completely remodeled kitchen and purchased double over, refrigerator, microwave, dishwasher, cooktop and vent from Sears. All "Kenmore Elite" matching appliances. Yesterday the freezer and refrigerator stopped cooling. Contacted Sears to get Technician to look at and they tell me it will take 15 days before they can get someone to look at it. 15 DAYS without a refrigerator? Really? Called an appliance repair company and they came out same day to tell me compressor is bad on it. Now Sears won't take care of warranty because it wasn't their repairman. $3000 + fridge that lasted right at 4 years and now its my issue. Steer clear of this company and their products!

One of the worst home warranties for services, so far it has been over a month on my dishwasher repair. July 2nd, tech came out diagnosed the issue, ordered a part and scheduled the install of part. July 16, appointment was schedule from 8 am to 12 pm, called them at 11 am because no one had show and was informed they are on the way. At 12:30 they texted to say they are in route at 2 pm still no one and was rescheduled for July 27th because they didn't have any earlier dates. When July 27th came the tech came in and said he's not doing this and left. Called the service people, they rescheduled it for Aug. 5th. Well today's August 5 and no technician showed again, Called again and was told to reschedule it.

At this point I just want it to be replaced because this has been going on for a while.

Also called the service department today, they lady put me on hold but didn't notice she took me off and started talking about me in Spanish and not nicely either.