SearsHomeServicesReviews 688

Sears Home Services was purchased by Transform Holdco LLC. Their techs are knowledgeable from my experience but this is a total rip off as far as pricing. I was charged $463 to put in a $25 part that took about 15 minutes. If you aren't able to diagnose the problem I think you would be better off to contact an online service person and have them help with the diagnostics and order the part yourself. Another option would be to have the Sears Home Services tech diagnose but don't let them do the work. Pay the $92 service fee and order the part yourself. I can see how older people can be ripped off by this service. Sears had a reputable name that this company is exploiting. Rick

I think I was scammed by Sears.

My dryer drum stopped working. 4 year old machine. Technician arrived 1.5 hour after my appointment window. Service cost was only $89. He spent 20 mins - removed a stuck sock (fell in through the filter); cleaned the bottom. I was super relieved that no parts were broken or needed replacement. But I still got charged over $300.

I was told, he had to input a 'code'. But there was no code. I got 1 amount under 'labor cost' for $302. I was given an option to join their super expensive 'warranty' program, which would've reduced my cost to $176; which I obviously declined.

Safe to say, I'll never call them again.

They are the worst in everything. Customer service, parts, repair, warranty. No one helps you, they say the same thing and give you another number since they love saying "oh we can't help you with that, call this department" -- even though the last rep told me the same thing! I will never do business with this company again. 5 months and my refrigerator is still not fixed. 3 different repairmen have come out, all say something different. They order parts that DONT COME until I pay for it out of pocket off of Ebay - then Sears still charges me for the part. NEVER TRUST THIS COMPANY.

Scheduled a repair on a microwave, with a service plan, a few days before the warranty expired; the original appointment was confirmed for the next day, but then was cancelled by Sears the following morning. I was told that I would have to wait over 2 weeks to have it fixed. The repair was made, but it stopped working a few days later; we told that it was still under the warranty, but it would be 5 weeks before they could fix it. The day before this scheduled service, we received an email asking us to confirm if a part needed for the repair had been delivered to us. We confirmed that it had; the day of the service we got the same email and decided to call Sears. After speaking to 5 different people over the course of 3+ hours we were told that no one was coming because they were waiting on 2 parts. The first call to fix this problem was made on May 12th. As of July 20th we are still waiting for parts to come in and for this microwave to be fixed. Needless to say, I'm extremely disappointed by how Sears handled this whole thing.

AC repaired on 6/19. On 7/18 it stop cooling, Getting in touch with SEARS home service seem to be a herculian task - with over one hour on telephone, bouncing around between customer service people and not getting to the repair people. Finally, I tried to chat option which had a 12 -1 5 min wait. When I finally got the chat people on-line, they could not find the record even with service number, phone number! The experience is nothing but hopeless

Maytag refrigerator broke on 7-1-2020 called sears to make an appointment and was told they couldn't get anyone out until 7-6-2020. 7-6-2020 NO one showed up and I called and was then told my appointment was 7-13-2020, the technician would call between the hours of 8am and 5pm and of course the technician called at 4:45 pm and told us he was about 45 minutes away. I also was told that I had to wear a mask and the technician would also be wearing a mask. NOPE. NO make on technician. He ran a code on the front panel and knew within minutes that the defrost thermostat was not working. He then spent the rest of the hour on his phone trying to get a part number. Yes he didn't have one on his truck even though he said this was pretty common. Then he found the part number and told me that it was $48.00. Then he said he would order it and have it sent to my house and then I would have to call in again and that may take another 2 weeks and the total cost would be almost $500.00. I then told him to give me the part number because I was going to replace it. BTW... It took me about 20 minutes... STAY AWAY from Sears!

Second time in one week that Sears has mishandled my repair request (two different repairs). This is after my mother's central a/c unit failed in August of last year and it took 6 repair visits and over one month to (finally) replace the unit- during the hottest month of the year. For an 89 year-old woman.

It is almost impossible to get through to Sears by phone or online. Many times I have waited on hold for 40 minutes or more, only to be disconnected. During the hold, Sears keeps repeating you don't have to wait, you can go online and chat.

The problem? The chat does not EVER work!

The contracted technicians I have spoken with tell me they have the same issues with Sears as I have- when Sears schedules an appointment, they do not check with the contractor to see if they have someone available to appear on the date given. This is the second time (two different contractors) in less than a wek.

Our 2 year old washing machine covered under the 5 year maintenance plan has died.The service tech came out and said the control panel had failed and he was ordering a replacement. After a week of not hearing anything I called and was on queue for 1 hour and 15 minutes. When the rep answered and I had to gothru the whole scenario, He said he could see the ticket and the parts shout be there in 2 days. Three days went by, called back was in queue this time for 1hour and 5 minutes. The lady that answered said she could see the ticket and was escalating the issue and someone would call me within 48 hours if the part hadn't been located. 3 days went by and I called for the 3rd time checking, Was told this time a totally different story and would have to wait for 21 days before the could do anything. Ask to speak to a supervisor, Was told I was they were busy and weren't available, I ask for one of them to call me back. Was told I wasn't allowed to speak to a supervisor.The store where we bought the washer said they was having the same issue's. Sear's has forgot the meaning of customer service, Not sure why every time you call get a different answer. There customer service is just a call center that dodges taking ownership of the issues, They just make up something to get you off the phone.

Product Review. This refrigerator is a "Lemon". Purchased 11/1916. Compressor went out in January 2019, then the ice maker June 2019, now we have had four services calls for the defrost unit since January, 2020. We are now waiting for more new parts to be installed. Each time a service person installs parts that continue to fail.
Service call 6/29/20. We waited for service and the tech never showed. Called and was told that the tech called us (a lie, we were never called). Now another service call set for 7/9/20.27 days waiting for service. If this repair doesn't work, we are dumping the refrigerator and Sears Home Services that we pay $49 a month for!

Purchased a Kenmore gas range 5 days ago. It threw a f231 error code. I have turned off the power to the range 2 different times and unplugged it. I have a manufacture warranty. The code has come back. I have chatted via messaging with 1 person, and 4 people over the phone over a 3 1/2 hour time period with nothing to show for it except frustration. So Disappointed! I will never purchase Kenmore appliances based on their customer service again. I will let anyone who will listen, do not purchase their items!

Technician was told that the service would be free due to my calling the company and telling sears how unhappy I am with service. Also he agreed to the free service. In the system it said it would be free. I have been waiting and am still waiting for my fridge to be fixed for a month! He left without fixing my fridge. I will never do any business with sears ever again. Sears will not get one more dime from me. The nerve to try to charge my mother 181$ after it was agreed to be free. After my waiting over a month for service to fix my fridge. NEVER AGAIN

A Sears Home Home Services person names Angel came to my house to do diagnostics on my SEARS/Craftsman garage door opener. He did not touch the unit with the issue but instead raised and lower the garage door. He told me $149 for labor to fix the gear + parts for a total around $309 (maybe more) I was in shock and told him the part if plastic. Then he told me that I HAD to BUY NEW SPRINGS OR HE WOULDNT FIX THE PROBLEM. What do you think that's called? I told him no way and then he told me that his visit "diagnostic" today would be $75. I told him he did not do any diagnostics and I will not pay. He left, backed out of my driveway and sat in front of my house for about 10 mins, called me twice and then finally left. I was going to call the POLICE if he didnt leave... AVOID SEARS! FIX IT YOURSELF. YOUTUBE can show you how!

We have had the Sears warranty on our appliances for over 30 years. We have paid the exorbitant fee without reservation until this last experience. We called in to have our television repaired. The tech told us that the part is no longer available, but Sears needs to see if they can find the part and will get back to you after their research. A month went by and no reply. We spent many hours on hold waiting for someone to tell us that our SONY TV is only worth a very small amount. We tried to get in touch with corporate, but the phone number we were given was no longer in service. Finally I got a number that worked and again was put on hold for almost 2 hours. Again was told that someone will be contacting us. FAT CHANCE! Again called in, 2 hours on hold, connected to the wrong department and was transferred. Instead of transferring the call they hung up. So here we sit, still waiting for someone to call us. Please, it's just a phone call. My only advice to people contemplating this option for service is it is great if you like being put on hold, if you're actually looking for a service plan that is honorable and stands behind their promises, RUN!