SearsHomeServicesReviews 688

We had an appointment for today 1-5, we found out they would not show because we called. Our refrigerator does not work we waited already a week now we have to wait another week. We tried to get some help and they transferee us from one to another, 7 people and ultimately we have to wait they could only offer an apology but no customer service they would just transfer to not deal with us. An hour on the phone! Supervisor Kevin at his worse, he did not care. At all, Sears this is why you go bankrupt! I would give you 0 stars

They sent two third party techs to, perform the diagnostic and they determined the appliance needed a control panel. I authorized the order and they said they would return in three weeks Six weeks later I finally was told they no longer have the part and they will not refund the diagnostic fee of $249. A control panel is a primary, standard part. They are not equipped or capable of repairing the problem but they are happy to come out and tell you that your appliance is broken for the $249,, promise to return soon and then leave you hanging. Horrible overall experience! Avoid this company and save your money!

Sears was contracted through a home warranty company. They came out, figured out the problem and ordered the part. Then, they cancelled last minute when they were supposed to come install the part after I took a half day off of work. Then, they cancelled the service order. When I called to reschedule (not aware they cancelled the service order), they said they see the order and set up an appointment. A man comes to my house, says he won't work unless we pay them. I said I already confirmed it's covered, please call your dispatch whom I talked to. He said no, and left the house. I called my home warranty company and asked they send someone else. It was a complete farce.

Home warranty company affiliated with sears is cross country and they don't have service provider just they assign the technician to you and then after calling the technician they never set up any appointment then they assign you another one and another with no positive response. I feel that I am going in circles with no help. I do believe that sears/ cross-country they collect your money and they can't provide me with the service I needed as stated in the contract agreement. I do not understand how in the world that a company like sears and cross country home service has no legitimate technician to provide the searvice needed.

Updated: 9/24/19- still no working fridge, can't give me an appointment til end of next month. Such a horrid company to deal with. NEVER AGAIN.

UPDATE: 08/26/19- still waiting for the issue to be resolved. They have ordered and replaced several parts
But nothing has fixed the issue. They refuse to just replace the entire unit. Ridiculous.

I am having an issue with a non working appliance, and sears home services has not been cooperating with this matter at all.
I have been cancelled/rescheduled three times SINCE JUNE and I am still waiting for my appliance to be serviced.

6/18/19- the first appointment that was scheduled - Technician called me and said his truck broke down. He said they won't be able to send any one else.

Rescheduled 6/27/19- second appointment- Technician came and said system is down, he cannot do anything. He looked at the fridge and realized what the issue is but he can't order the part or open up servicing because the service was down.

Rescheduled 7/3/19- TECHNICIAN WAS A NO SHOW. I was not told the appointment was cancelled because of some overbooking error from the dispatching team until I called after not receiving any type of tracking information.

NOW MY APPOINTMENT IS RESCHEDULED FOR ONLY JULY 19th. I have lost several hundreds dollars worth of food because of this bad fridge - who will reimburse me? I have been more than patient with this, but as a courtesy to how much Sears has given me the run around- I need an appointment for repair ASAP. This is unacceptable. How do you treat your customers like this? I am outraged and frustrated.
I need an answer regarding this disaster from a manager or higher up immediately.

On September 10 I finally gave up trying to contact Sears repair and ordered a new LG refrigerator from Costco. I had been without refrigeration for 4 1/2 weeks. On Friday Sept. 13 I received a call from Sears home office in Chicago at 7AM. They were not calling to tell me that the part had arrived nor were they calling to give me my warranty money back nor were they offering money for the spoiled food ( a part of the warranty) they were just sorry. They should not get away with such poor "service".

So tech came out abd then said he needed to order parts. My washer is a common one. The soonest he could get back was 1 week. After 4 days I get a delivery, had no clue because never informed by tech. He came out a week later spent 20 minutes and said evertthing good. He left his trash and didnt clean up. So about 30 minutes after I decided to wash clothes. He didnt fix it. Icalled back sears. Routed several yimes, hung up, etc... got a field supervisor after 2 hours hold later. Supervisor said hus tech us more important than customer. His tevh us overbook... NEVER AGAIN

Way OVERPRICED with a useless customer support network. They charged $315 for 25 minutes of work on my Kenmore refrigerator, which included a "diagnostic fee" of $99 to tell me that I had a leak, DUH!
The part, a cheap piece of plastic tubing, was free LOL. Essentially they repaired a leaking tube connected to the water dispenser. People that fix refrigerators are being paid more than plumbers and electricians! Their useless customer support, I spoke to people in India and Mexico, appears to in other countries. When I insisted on knowing their hourly rate, I was disconnected both times.

I callled to schedule an appointment to replace a door seal on my front load washer. Upon making the appointment I asked would the technician have the part with them to replace the old one. I was to yes. Well, when the technician called to get more information about my appointment he informed me that he did not have the part and if he came i would be charged $99. So i cancelled the appointment. I ordered the part i needed them rescheduled the appointment and told the representative that i had my own part since they no longer carried the part. I asked would i only be charged for labor since i purchased my own part. He said yes. Well today is the day of the appointment and I'm being charged labor plus a diagnostic fee. I told them what i needed and then they turned around and charged me for a diagnostic fee! Mind you i supplied my own part. Total is $235. This is BS! I would not recommend using these people. One person tells you one thing and the other tells you another thing. I told them i don't have a reason to lie about anything and since y'all record the calls play them back and listen to what i was told!

Long story short. A technician came in to fix my Kenmore dishwasher a week ago. He discovered it needed a new motor and ordered it. We scheduled an appointment for today (Friday) between 8am - noon, to have the dishwasher repaired. I confirmed the appointment last night on the phone. Verified online this morning. And had to take the morning off of work to do this... Waited until 11:30am and then called customer service and online chat just to make sure we were still good... BOTH assured me he would be on his way shortly. Then, I called back at 1pm and got a different story... the routing center had an error and they would need to reschedule to Monday between 9-5. I noted this wasn't acceptable as I can't miss another day of work for a repairman. Once they refused to accommodate to do over the weekend, I decided to cancel my contract. So, I called the number provided, only to be transferred to another department, only to be transferred to another department, only to be transferred to another department, and, just for fun, ONE more department. Quite literally four transfers, where I had to repeat all of my information repeatedly (name, address, email address, etc.). FINALLY I got on with the right guy. He said he was sorry about the situation but the contract only indicates SearsHomeServices sets up the appointment, they aren't responsible for no-shows. And they will reschedule appointments in perpetuity, they take zero responsibility and simply reschedule. I was informed of a cancellation fee, and I said that I'm not paying a cancellation fee - your repairman was a no show and you didn't live up to your side of the contract. Apparently that doesn't matter. I was cited several paragraphs from the contract and had enough. Paid the ~$140 cancellation fee and that's that. What a scam this service is. Stay away. Go to Lowe's or Home Depot. Use their reputable services instead of this sinking ship of a once-great company.

I had an appointment scheduled for Wed 1pm - 5pm and got a call Wed at 4pm that the tech was running late and had to reschedule. I rescheduled for Friday 10am - 2pm thinking if he runs late it should be okay. I got a call in the morning that the tech called out sick. Is there only ONE PERSON working for Sears Home Services? It should be called Idontwanttowork.com or toolazytoworktoday.com or dontworkonfriday.com.
Ridiculous, and I will not ever use them. I rescheduled with a local company.

SEARS APPLIANCE REPAIR PREYS ON ELDERLY:
One of the drawers on our fridge/freezer wasn't closing properly. It was allowing large amounts of frost to build up, further blocking the drawer from closing properly. Called Sears Appliance Repair 8/28/19, after I was unable to schedule a service call on their crappy website. Whoever took my call could barely speak English. They sent Jorge, a tech next day. He removed the drawers and melted away all the frost. Told me the lower drawer needed a new gasket, because the magnet in it was weak and not sealing properly. I could see this was the problem. He said they could order a new gasket and install it on 9/6/19. He then advises that the total cost for this gasket replacement would be $455.55., and that today's $144. Service call charge would be deducted from that amount. Then, in typical conman fashion, he tells me that I could save 50%, if we signed up for a service contract on all our kitchen appliances, at a cost of $49. Per month, for a 1 year period. He then cites some horror stories of how much it would cost of the compressor or control board went out on our 3 1/2 yr old LG fridge. He also said that for an additional $20. Per month, we could get a whole home warranty policy.

IMO, Sears Appliance Service is nothing but a high-pressure sales scam for their expensive home warranties. Seeing that I'm older (75) and, they assume 'easy prey', they quote a ridiculous price for the needed simple repair job, then explain how could 'save so much money' by buying one of their warranties. It doesn't take a rocket scientist to figure out that this $49. Per mo. Contract would total almost $600. Per yr. I checked on the cost of needed gasket from an on-line appliance parts vendor. It was $48. + $10. Shipping, so I ordered it. I found a couple of how-to-do-it videos on line that showed that this gasket could be easily removed and replaced in about 10 minutes, with nothing other than a putty knife, to remove the old gasket, and snap the new one in place. I called Sears and told them to cancel the gasket order and any further service calls to our home. Got the gasket in 2 days and installed myself in 10 min. I They are a complete rip-off operation that preys on the elderly. These fraudulent business practices should warrant a criminal investigation.

I needed service for a washing machine and set an appointment with Sears Home Services. They assured me the technician would arrive between 10:00am and 2:00pm. At 12:20pm I received an automated call requesting a call back to reschedule a confirmed appointment.

After escalating through to a supervisor, the answer was always the same "we're sorry, can we reschedule the appointment for tomorrow." Unfortunately, all I can do is warn other consumers not to use this service. Sears Home Services is not who you want to use to repair your equipment!

Ice maker not working on my kitchen aid fridge. Tech came, ordered parts needed. Came a week later and installed them. Next morning I had ice but it wouldn't dispense. 2 days later different tech came. Said the other tech must have put the old motor back in by mistake. He said he would order another motor. After 5 days I called because we never received the motor. They said he ordered a motor. Made an appointment for 1-5 for a few days later. Tech finally calls at 5:15 that day and said he's on the way. I asked if he had the motor. He said no so he didn't come. No one ever ordered it! The tech promised that it was ordered now. I called sears and made an appointment for a window of 8-12 on the following Saturday. The motor arrived on Wednesday. Friday eve they called to confirm my appointment for 1-5 on Saturday. I told them I definitely made it for 8-12 because it was Saturday and I had errands. They said they had 1-5 and they couldn't change it now. Mistake after mistake. Not to even mention every time I called back I had to wait on hold to be able to talk to someone. Very frustrating to deal with this incompetence!

Replaces the same part 2-3 times a year, most recently in January. Now it will take 3 weeks to get the part and install it. They refuse to give me a new dryer. They've refused since the very first year I purchased it and are weaseling out again since it was not "since 2018". No duh. I bought it new in 2014. Sears Home Services is a complete ripoff and anything connected to them. They owe me a new dryer for the lemon I purchased.

Update - service person finally arrived. They were friendly, but not very knowledgable. They provided free estimate for new garage door motor. I still would not use this service again.

I rarely write reviews, but this was so bad, I'll make an exception.
They never showed up. Customer service very poor. "Our systems down", "we have a garage door department", "we don't have a garage door department"...
I scheduled twice, received a call confirming appointment, then when they never came. I called the number back and it wasn't in service!?!?
Believe the other one star reviews. Do not do business with this operation.