SearsHomeServicesReviews 688

After waiting all day for an appointment, that was scheduled for 8am-12pm only to be changed after calling their customer service dept to find out where's the tech. Being told that the appointment was now push back to 1pm-5pm. Only to receive a call@4:58pm that he's not going to make. To add insult, customer service states the next available appointment is 5 days later. This insult is on top of this was to be the 5th appointment to fix a Washing machine. I'm so done with company! Already signed up with another home service company that's effective 30 days out and counting... stay away from Sears it's the worst.

Have been having trouble since 11/13/19- today is 1/14/20. I own a ten year warranty on one of their products they installed. The product (garbage disposal failed) and dumped water on our hardwood floors in the kitchen.
I have been on the phone an average of thirty minutes per day being passed around to four or five different departments that tell me they don't handle that problem. I have asked for supervisors who are always busy and I'm told they will call back. Not one time have they called back. It is disgusting that a company treats customers like this. Anyone who deals with Sears is an idiot-

First let me say that the service technician who came to repair the washer was good. The whole washer needed to be rebuilt and it was decided that it was better to replace the washer. Fine, but why would I want a washer that might do the same thing? I was told I could choose a new model. Dandy. I think the goal is to keep transferring you to different departments until you just give up. We finally called the Sears Outlet where we purchased the washer and manager John was awesome. All was well; returned broken washer, cancelled delivery on replacement, and took home a new GE that I'm happy with. New problem... they still tried to deliver a washer (same model I had had been trying to tell them I didn't want for a month) and in the process tore up our yard with the truck. Procedure starts all over again when you try to gel lawn repaired. Keep transferring you to a different department; then someone says they will"escalate" this and would call next day. Of course no call and when you call back you start all over. Finally you just get frustrated and give up. WORST CUSTOMER SERVICE EVER!

The worst customer service, absolutely no one knows how to schedule an in home service call.or how to keep it. I bought a new refrigerator in June 2018. Had to have it serviced 3 times since then due to the refrigerator randomly not staying cool and the freezer being too cold. It was under warranty at the time because it was new. When the warranty ran out I purchased the extended warranty plan because I knew it would break down again and it did. I scheduled a repair appointment for either afternoon or morning so I could take either of those time periods off from work. They gave me a 8 to 5 time frame and I told them it had to be either or. After several calls they told me they would be there in the afternoon on Jan 8 but I got a call that morning saying they were at my door but I was at work planning to take the afternoon off. I rescheduled for the next day, Jan 9 and they said it would be in the afternoon so I went to work in the morning, came home at noon and waited all afternoon only to call and have them say he was there in the morning again. I made several calls after that and everyone I spoke to had no clue on how to contact other departments to find a resolution to my problem. Finally someone gave me a number to call in the morning on Jan 10 to get an approximate time the repair person would be there that afternoon. I was on my way to work and was told that I shouldn't be calling that number that i was given and that the repair person would be there that morning. I turned around and went home planning on going to work in the afternoon because I was assured he would be there in the morning. Well it's 1:00 pm I'm still home waiting. Bottom line I had to blow 1 and a half vacation days the first week in January waiting for no one to show up.
As if that issue isn't enough, why on earth is my new refrigerator breaking down so much in the first place?
Anne H

Techs do not call or show up on the scheduled time. I had to contact Sears to find out about my service repair. I had a scheduled window between 1:00-5:00 pm. When I finally heard from the I was told they could not get to me until 8:30.3 1/2 hours later from my original appointment. I told him if he came at that time he would leave my home late. He was nasty and said I have 2 kids at home I do not want to leave your house late and the reason he did not call to let me know he will be late because he was driving all day. Don't use Sears. I had to call another company,

First, the technicians seemed to know little about my dishwasher. When it quit heating the water for washing, I thought it might be a sensor (actually knowing nothing about the matter) and the tech agreed and ordered a sensor. Giving me at the time a totally ridiculous reason for why it did not seem to make a difference immediately.
But after a month of no improvement, another tech came and guessed it might be the heating element. It was ordered and installed. Then the real problems began. I produced my credit card for payment and the tech tried to run it through a little device he was carrying. He said that it was not processing at the time but that they would send a bill. And send a bill they did. But at the same time, my credit card statement arrived showing a payment to Sears Home Services for the exact amount on the bill. The only difference was that the bill was for service on August 23 and the statement showed the payment processed on August 24. The bill says that all disputes must be presented in writing and they make sure that is your only option by providing numbers that are no longer in service or are answered by a message saying to call during normal business hours, which of course you are already doing. I documented the situation with a detailed explanation and have now gotten the third invoice from them saying I owe the $ 233.78 which my credit card statement shows has been paid. They are threatening a collection agency. Incidentally, the heating element didn't help either and I have since bought a new dishwasher which Sears Home Services will never touch.

This review is for Sears Home Services in general, as I don't know if my service was handled out of Durham or Raleigh. Regardless, absolutely one of the worst customer experiences I can recall. Appointment for my just-out-of-warranty Kenmore dishwasher was 1-5PM. Tech called at 4:25 to say he was on the way. He showed up at 5:40, no apology. He then diagnosed the problem for the $79 fee I'd agreed to, and added another $190 for the repair, which took about 20 minutes. So this appointment was now cost me $269. On a, when new, dishwasher that was $610. I tried calling SHR and after several attempts and getting the run-around, was told that there was nothing that could be done, the price was the price, and too bad. NEVER USE THESE FOLKS. THEY'RE A RIP-OFF. No wonder Sears itself went out-of-business.

$600 freezer out of warranty after 1 year. Bought a Kenmore model 253 freezer. It ran perfectly well for 12 months. 14th month started getting warm. Call for repair technician. Comes out. Says it's out of warranty. Wants to charge me $100 to walk out my door. Again call Kenmore. They tell me it has a 5-year sealed system warranty. They tell the technician 5-year sealed unit warranty. Technician says no. Kenmore is wrong. Call Kenmore back. Kenmore says, "No. I will reschedule it with another next technician." He calls and says, doesn't even show up in my house, doesn't even look at anything it, says, "It's out of warranty. Nothing I can do. Call Kenmore." Yes 5-year sealed unit warranty.

I will set up another appointment. They set up the appointment. It was canceled before I could even get to my phone call. Again same bull. They set up another appointment. Within 5 minutes appointment is canceled by repair company. Then somebody calls me back. Says they're from Sears and says no everybody was wrong. It's only a one year warranty. How many lies can they tell you over and over and over when you spend money on their bloody products. If anyone buys a Kenmore product they must be out of their mind. Don't ever buy One. They don't back them up. Do not trust Sears. Do not trust anything they say and above all don't trust their appliances. Junk junk junk

Waited an entire day for a no-show technician -- although they didn't actually TELL me no one was showing up. An hour and a half after the 9 hour window (!) they quoted, I called to see where the hell the tech was. Was told by someone on another continent that "the technician was not dispatched properly" and I would have to reschedule. This would have been MUCH easier to hear (and deal with) had I been told this 8 hours prior! These guys are a f***ng joke. I will now consider it a personal mission to tell everyone I can what a crap-show Sears is... Kudos Sears!

Sears responded to a request from my home warranty company to fix my microwave. On their fourth visit, one of the servicemen dropped and shattered the door making the unit unfixable. My warranty company would have replaced an unfixable unit except it might have been fixable if Sears had not dropped and shattered the door. Sears would not replace the unit because, they said it was 10 years old and depreciated. It seemed a simple fix when I agreed to having Sears do the work. They made a simple fuse replacement a $4000 job of which they agreed to pay $1500. Don't let them in your house.

I bought a warranty with Sears Home Services because no one local serviced our Fisher-Paykel drawer dishwasher. When the lower drawer wouldn't drain, we called Sears. The technician they sent said it would be two weeks to get parts. After two weeks, I called the service rep only to be told "Sears has declined to pay for the repairs because the damage was caused by hard water." (Given that much of the US has hard water, what a convenient way to avoid making repairs on dishwashers or washing machines.) I received no phone call from the local repairman, Sears, or anyone else to let me know this, so I wasted two weeks waiting for parts. Instead, I could've used that time to order a replacement dishwasher and have it installed.

I also had my refrigerator door handle repaired; I paid by check (scanned electronically for immediate payment), only to receive a duplicate bill I'll now have to fight.

So I spent $600 for a warranty only to have to replace my dishwasher at my own expense when they refused to repair the one under warranty. (Did I mention the service calls are $75 ON TOP of your warranty cost?) My new dishwasher can be repaired locally. Local repairmen charge only $50 for a visit.

Does it go without saying that I cancelled my SearsHomeServices "warranty"?

DON'T LET YOURSELF BE RIPPED OFF BY THESE PEOPLE!

I engaged Sears Home Service to do maintenance on my clothes washer and dryer. The advertised price was $130. The service agent found a cracked pulley and replaced it on the dryer. He opened the washer and looked at it for about five minutes. The pulley was $20. The total charge was $393! The five minutes of labor to look at the washer was $99.99! The cost of ownership of Sears appliances is unaffordable. I do not recommend Sears appliances and I definitely do not recommend Sears Home Service... unless you're rich.