SearsHomeServicesReviews 688

Sears is the worst company. Their customer service & technicians are clueless. Corporate don't care either. I've written over 20 emails to Sears holdings but they don't do anything. I hate this company. I'm doing this for my sick dad who's loyal since 1982. Sears then was good. Now they stink. Glad their out of business because they don't care about customers. I've been on hold for hours trying to get supervisor. I've made 20 phone calls since 11/8. I'm so fed up. My fridge had been making noise for 10 years. The technician comes stand there for maintenance check & does nothing. Finally technician Mohammed came & fixed the leaking by the water dispenser for over 6 years because I said if my sick dad falls while walking with physical therapist out won't go to well for Sears. Mohammed came & heard the noise & said is the compressor. Why why. What's wrong with these technician. They have no skills. Took 5 tries to fix washing machine. My boiler is old & I've paid so much money to fix by plumber because Sears tech have no clue how to check. They cover their mistakes. Just like my kids bedroom leaked from the air conditioner & cement they put for water heater is coming off. They blamed pipes. DeThor technician said he'll tape up the cement. Have you heard of such horrible workers. Same guy fixed the air conditioner & caused leaks. Didn't even check the water heater which were paying for warranty. Why they have incompent workers. So tired. I was on the phone just today one hour waiting for supervisor even though this was my 5 calls & they hung up. My heat not working & no one can come till 20th with my dad that's sick on chemo. Their taking advantage of a women & sick person. Help me!

Never buy anything from Sears! My $10,000, fully paid condenser is blowing nothing but cold air and the technician told me the unit wasn't made for NY winter's! This thing was working perfectly the last 2 winters with temps colder than this. He refused to come back and now I have to wait until tomorrow for someone else. Sears says there's nothing they can do. I have now been without heat on the first floor for 6 days! I can see why they're bankrupt. Again... NEVER buy anything from Sears

We scheduled an appointment for 11/1/19 and waited for someone to show up because they give a window between 1p-5p. We called around 3p for status update and was told the appointment was actually set for 11/8/19. Then 11/8/19 comes, we wait again. Call for update and are told appointment window was changed to 4:15p-6:15p. As it gets close to 6:15p we called again and was told the date was moved without telling use to 11/13/19. Again we wait between 1p-5p, then call to check status and are told the time has changed to 4:15p-6:15p so this must be the standard scrip. I called again to check status and I was told someone would arrive around 5:20p. I waited until 6:15p and was told the technician closed the ticket out because I wasn't home which is a lie. I even turned all the yard lights on because it had gotten dark and no one came to the door. The CSR said they do that sometimes when it is getting late. She asked if I wanted to reschedule and I said no. I told her I thought the company is a scam and that I didn't believe they actually send technicians out. No wonder Sears is closing down! I then called a local repair place and made an appointment with someone who said he'd be out the next day. Obviously time will tell, but I trust the word of the new place over Sears.

I took time off work to meet a technician for repair of a refrigerator that wasn't cooling. The technician arrived late (I didn't need to leave work early based on the time he finally showed up). He spent about a half hour at my house, replaced a small part, and the next day the refrigerator was broken again, but this time worse than it had been before the technician came out because the electronic panel on the front outside no longer worked. I was charged a non-refundable $89 diagnostic fee, $75 for the part and $176 for labor. Do yourself a favor and hire someone else to look at your refrigerator. Many repair services will waive their "diagnostic" fee if you actually hire them to fix your appliance leaving only parts & labor.

Purchased a double wall oven that didn't work immediately upon installation. Service technician came out and referred to it as 'a lemon'.

- Ordered parts and scheduled return trip for the repair.
- Parts were back ordered, appointment rescheduled
- Parts received, part was sent in a padded envelope and received broken
- Called support (expect to be on the phone for 60-90 minutes anytime you call their customer service) and they advised they would send a replacement part and would send out shipping confirmation in 1-2 days.
- After waiting past 1-2 days called in (another 60-90 minutes), was transferred 6 or 7 times, sometimes back to the same people who transferred me back to the same people, etc. Found out part was never ordered, told part was being ordered and would hear shipping info in 1-2 days.
- Waited 1-2 days, no contact, called in another 60-90 minutes, 4-5 transfers, no one can find the prior part order, etc.) and the part was supposedly reordered yet again. Shipping info to be provided in 1-2 days.
- No word, called in, was provided tracking information. Part to arrive the next day, which was also the date of the service appointment, so since parts not received, needs rescheduled. Rescheduled a week out.
- Part received. Same part, 2 times. Both also broken. Now have three of the same parts on hand, all received broken.
- Service appointment day arrives, supposed to call when on their way (they give a 9-hour service window). Never calls, then am told they came and left.
- On with support THE MINUTE after the tech was here and supposedly left, and they can't send him back.
- After complaining, am told they can send him back.
- Wait an hour, call back in, am told he is not able to come out anymore, will have to reschedule for the next day.
- Next morning, call in, told window of arrival from 3:30-5:00pm
- Call in at 3:45, no one there yet, just confirming appointment - they have no record of the appointment. Will need to reschedule for the next day.
- Appointment rescheduled for tomorrow... I won't hold my breath. Am currently four weeks in to this process.

This has been the worst shopping experience I have ever had. We ordered a washer/dryer combo unit. It arrived damaged and didn't work. I have been trying to get it replaced for 3 weeks now. 3 weeks without a washer and dryer. They hung up on my husband three times during the process to request a return. Told us two other times that the return was being processed and then never processed it. We still don't have a new unit confirmed. I will not be making any more purchased from Sears or Kmart.

If I could rate them less than 1 Star I would.
PSA: If anyone is ever looking for a home warranty company do not ever use Sears! They are a complete rip off! I don't ask people to share my posts but please share this with as many people possible! No one deserves what they do to customers.

November 4th, 2018 I called their service department to come and fix my washing machine, they talked me into going with their warranty as it would same me money. So $200 down and $70 a month for a year it would protect all my appliances. Considering I have an older home and thought yeah I may need that. So they fix my washer, or so I thought. The day after Thanksgiving is started to leak everywhere! Water was everywhere! I called them to come back and it was another $100 service charge despite it had been less than 30 days which they guarantee 6 months after a service repair. This time they tell me they have to replace it. So a month and a half goes by and they finally replace my $1000 washer with a $200 washer! What... they said they were going to replace it with something comparable to what I had! Nope they sure didn't and they said I was stuck with it because that is what they delivered. They refused to budge.

Fast forward to Tuesday Oct 29th... I walk out to find my hot water heater had leaked all over the floor. I knew that it was going to have to be replaced by the looks of it... so I call Sears and place a work order. I call the company they direct me to and they say they will be out between 3-5. The repair guy shows around 7. He takes one look at it and says it has to be replaced. I pay him my $100 deductible, and he informs me it will be a couple of days because the warranty company requires him to order it a certain way and that they will not let him just pick one up and install it the next day. So a couple of days go by and nothing... it is now Saturday still no hot water and when I log into the site it says that the repair has been completed! Are you kidding me... I call the customer service and they say well there is an appointment on Monday to install the new one. I explained what am I to do until then with no hot water. He said take a cold shower. I asked him if he took and enjoyed cold showers and he of course said no. He said well would you like to just cancel the appointment on Monday... OMG are you serious right now... why the hell would I cancel it, I want to know how you are going to help me right now! Well ma'am there is nothing I can do to help you, but I can have a supervisor call you in 48 hrs! I am glad that my contract is up in 2 days because I will not be renewing it with them! There customer service completely sucks and they do not deliver the service they promise! Whatever you do stay away from this service at all costs!

Just FYI anyone moving to Kona. Do not use SEARS REPAIR SERVICE for any appliance work u need I was just ripped off big time by them. $350 to put a piece of tin foil to stop a vibrating freezer
Oh yeah and he cleaned my coils! Complete scam job

Oh yeah let me add... I almost forgot. So I called these crooks today 3 times got run around on all 3 calls finally i told them what happen they then put me on hold and after 42 minutes hung up on me!

SO DISGUSTING!

We are more than 1 1/2 months trying to get someone to install a replaced Microwave. After our 6th call we were told, we don't do installs and you have to find someone and same us the bill. They sent us first to a repair company thats owner had died some time ago and no longer worked with Sears. The second company never responded to us. We were the; told that Sears direct would find us a company to install the replace unit only to get a call back saying we had to work direct with GE as they don't provide this. Someone convinced us to try to them. Don't and save yourselves lots of frustration. My next call is to Cancel this contract. Something tells me that won't be easy

Made an appointment for snowblower service online, selecting Ariens as the product to be serviced from Sears' options. Received confirmation that my Ariens is maintenance is scheduled. Received another the day before stating my Ariens is to be serviced. Took off from work to be at home for the servicing. I received a call 45 minutes before my scheduled 1pm-5pm window from the technician. "You have an Ariens? We don't service Ariens, sorry". I asked why Ariens was an option on the website. He was aware of that but he didn't know. This is not the recipe to get Sears to be a functioning concern again. Get your act together, people.

I'll need to make a warranty switch. Appointments with Sears has been disappointing. I canceled the first appointment for Refrigerator repair because it took almost a week for a service visit. App't for furnace service was canceled after I took the day off and waited. "Service tech is sick". The young Tech who arrived was surly, serviced the furnace with an attitude. I pointed out an issue for repair. He said "I don't do that, get a plumber". Today I scheduled plumber app't & was kept on hold forever with customer service rep with a thick accent I couldn't understand. I'm grateful I had a wonderful experience 15 years ago with the installation of a French Door. Wasn't cheap, but the quality and installation/framing/threshold is superb. The experienced salesman was a pleasure to work with. Things sure have changed...

Do yourself a favor and don't use them. First of all, the earliest appointment we were able to get for refrigerator repair was two weeks out. On the day of, we had an 8-12 schedule time. By 11:30 we still hadn't heard anything, so we called them. It was difficult navigating the automated phone system, but we eventually got a person. Unfortunately, she was not very friendly or helpful. She informed us we had an appointment scheduled between 8-12. Thanks... I was aware. After clearing up some confusion on their end about our phone number, she told me the technician was running late and would be here closer to 1:00. Ok, fine. The final nail in the coffin came at 12:10 when we got a text notifying us that the appointment had been cancelled. That's right, after sitting around all morning with other things to do, they just CANCELLED our appointment on us!

Bought AC from Sears to install they gave me hard time keep scheduling & changing then 3 month later the system has a problem I have been calling them now for 6 days & they will not give me a date for service first because they are busy then they want me to pay $167 upfront although the system under warranty & we also bought extended warranty they are very rude & totally unprofessional if anyone thinking of buying anything needs service from Sears think again

The worst service I've ever experienced! They sent out a service guy that took my dryer apart and said it needed 3 parts and I denied the parts because it was going to cost me $300 to fix! When he left, he threw all my lint on the ground, didn't throw it away! I turned my dryer back on and it was working just fine because the lint was taken out. I called them back and I couldn't understand a word the people from India was saying, I asked for a supervisor like 10 times and he refused and hung up on me! I called after the weekend to cancel my shipment of parts and they said they canceled it, but I woke up this morning with an email saying the parts shipped and they took out the money! This is why Sears is going out of business! I don't want anyone to experience what I did, very unethical what they're doing! I'm calling the BBB and complaining!

I have been dealing with these people since mid July 2019. The tech has been here 4 times, currently waiting on his 5th visit. He was supposed to be here between 10-2. Then it was 4:21-4:30. Now it's 6:20-7. None of this is the techs fault, I undertake that things happen and today he's running late. Not a problem. The problem lies with the call center and the warranty company itself. They have given me such a run around about what needs to happen in order to get a replacement. Every person I have spoken to tells me something different. Thankfully our problem is not the fridge or freezer itself, but the ice maker. The tech has done 3 different repairs and none have worked. So, it's time to replace entire unit. We paid $400 for the extended warranty and let me tell you, they are USELESS!
Stay far far away!

I had purchased a microwave from Sears back in September 2017 and it has broken in total 6 times. I had purchased the warranty, so they came and fixed it with no problem. However, during the last time it broke, I asked them to replace it. This was in the beginning of September 2019. They said it was no problem and they will replace it, but no instructions were given. A few weeks later after many calls, they finally told me that I had to go down to my local Sears to pick out the model I had. This was on September 22, already 2 weeks without a microwave. They advised that a technician would call to set up the delivery and installation. This was the worst thing ever. They advised it would be installed on October 7, already a month without a microwave, I said that was okay. No one ever came and when I called the number provided, it was always busy. I had to call Sears and demand to pick up the microwave and install it myself. This is ridiculous.