SearsHomeServicesReviews 688

I submitted a work order for a microwave through my home warranty company shortly after purchasing a new house. Initially, the SEARS technician was great... until they left after the first visit. 2 parts were needed. One part was shipped directly to my and sat on my counter for 2 weeks without any communication from SEARS, so I installed the part myself. The 2nd part which was supposed to have been ordered 2 months ago, was apparently just ordered last week through a 3rd party vendor, but has yet to be located. SEARS customer service has flat out lied to me when I asked to speak with on duty management by telling me that they weren't allowed to connect customers to a manager and also that their parts dept doesn't accept calls. They have also gone as far as blaming my home warranty company for my microwave not being repaired and/or replaced. I've advised my home warranty company to drop SEARS as a contractor due to their inability to maintain prompt and professional service.

Unable to show within four (4) hour schedule window. Called their 800 # customer sac. Rang and placed on hold for solid 22 minutes, when young lady answered, she was located on another country, not USA and the only thing she could do is confirm my repair svc. Appt. Which at this point was WAY past overdue, she was unable to provide a local number I could call, nor the dispatch's number nor the technicians number.
When tech arrived, he was unwilling to listen, just spoke over me, turned the washing machine on and told me that if I WAS HIM, I should just purchase a new machine b/c Sears will charge me $90 for him to tell me that and since I have not extended warranty it would run me $517 to repair it (I paid $400 for new Maytag washing machine, three years a go). He was unable to provide written estimate and was unable/incapable to send screen shot of estimate from his phone via email nor text. OVERALL, WASTED 1/2 DAY.

Came one week ago and didn't have part for dryer (despite telling them prior the code was reading temperature sensor problem). Ordered temperature sensor and told us would be back Aug 13 to fix. Never showed. After over 1hr on phone, multiple "supervisors" told over and over appt was for Aug 20. Both husband and I there when technician said 13th, called to confirm yesterday and recording said "you have appt tomorrow." Nothing they can do. Paid for service visit and part, nothing done. Took off work for this. Worst customer service I've ever received.

We've had this service for something like 20 years. Use to be happy. No longer. Sears has destroyed their home service. Technicians do a good job, if you can get one to house with right parts and tools. This spring it took 4 visits over 7 weeks to get washer fixed. Parts order mysteriously disappeared from computer system, shipment delay, tech shows up and does not have right tools for job. Each delay a 1-2 week delay! Now, I call in another repair issue (bearing burned out on washer) and i'm Told first available appt. Is in September! A month going to laundromat. The Techs are hard working guys, the backend office has been ruined by cost cutting CEO. Killing the only profitable division at Sears.

I purchased a HVAC from SearHomeServices in December 2017, within a two week period I had to have installer to come back because my thermostat wasn't working and my heat wasn't working properly. Fast forward now since end of July 2019 my cooling system is not working at all. A brand new unit a little over two years old no air, really. I called the 1-800 # and as many stated the customer service was terrible. I have a limited warranty which now I am responsible for paying a $69.00 service fee, plus labor and whatever parts are needed. I am highly upset with this whole process and find it extremely bad business to have a brand new HVAC system that only works for two years with a very limited parts warranty. Sears operations has gone down and the value once received is no longer possible. I am going to take this further because having a fairly new HVAC that doesn't work is unsatisfactory my hard earned money down the tube. This is unacceptable for consumers to purchase products, appliances, and even warranty that is not being honored once they purchase an item. Sears needs to honor each warranty and make sure that they follow up with their customers with trained employees to build better customer relations. A very dissatisfied customer.

Noticed ice cream getting softer a few days ago. This morning I drank the rest of it then called my Master Protection Plan which cost $492 to cover a Kenmore Elite bottom drawer freezer for 2 years! Had one call on this fridge within 1st year; repair would have been a $800 charge. Now the freezer going bad in year 4. Truthfully, I'm glad I have the warranty because this won't be cheap either, but my low score is because today is Tuesday and 1st available local contractor they can set me up with is on Saturday! Food is thawing as we speak. They may call it first available but this is not emergency service! (When is a refrigerator repair NOT an emergency?!?) At least I can claim up to $300 food loss which is better than nothing. I won't be buying another agreement because it would have been worth more to me than the $500 warranty cost to get a local business to respond same day.

Bought a 3 year contract w/ new washer/dryer. They would not honor 3 annual preventive maintenance visits that comes with the contract. Bought service Sept 5,2016; first visit Sept 8,2017 (and speaker failed, they replaced); next visit Sept 14,2018; July 2019 tried to schedule 3rd visit and was told they could not do it before Sept 14 and contract expires Sept 5,2019. I would need to purchase another maintenance contract in order to come out before Sept 5,2019. We were told that the annual visits need to be at the same time every year when I scheduled the first two years. I called them in July every year to schedule the visits. After pressing the issue I was told that the visits needed to occur less than 365 days. I expressed that I was not told that and they didn't care. They lost a customer and I will never return!

Worst service ever! Today would have made my 3rd appt for my fridge/freezer repair. First they ordered the wrong parts, then after 3& half weeks I take the day off work AGAIN for the 3rd time the appt time is 8a-5p the tech never shows. At 5:45p they say the put 8n a successful request for the tech to "return" to the house & the tech would be here by 9pm, still a no show. So I call back for them to tell me oh sorry u waited from 8a-9p we'll reschedule u for 2 more weeks away. So by the time they get the right parts & a tech actually shows up for a scheduled appt it will b 5.5 weeks. Will never do business again!

They are nothing but thieves and liars. Do not use them! Both Sears Home Services and Sears Warranty are incompetent and thieves. I had them out to fix a fridge that wouldn't shut off. They said it was the thermostat (tech didn't check anything else) and ordered the part. This was in September 2018. By January 2019, I was calling them again because it still wasn't working. I was told it was past 90 days and I'd have to pay for a service call and any necessary parts. Now, I had purchased the Services Warranty. Been fighting with them since January. Was put in contact with a person at Sears Executive Offices. I went back and forth with this person. She left messages that I was approved for a replacement and she just needed to finalize details. So, I went and bought a new fridge. Just found out today that I am not approved for a replacement. I am out over $1,000. The new fridge plus the $49.99 per month for a year for the useless warranty. This is $1,000 I will never see again. This is $1,000 stolen from me.

Today I was suppose to have a repairman show up between 8 and noon. They were suppose to call before they came. Well at noon and not hearing anything I called the 1800 number. I ended up making 5 calls into customer service, oh by the way three calls to a call center in Mexico City and the other two calls to the Philippines. I ended up being transferred and disconnected. Then after calling back I find out the technician had gone to the wrong address and didn't call me because for some reason because I was the first service call and they don't call the first customer. FYI - My ring doorbell also didn't show anyone at my house or that anyone rang the doorbell. Then the best they could do is schedule out another week for service. I was offered a discount on my service but then it was taken away because the service technician had already come to my house. The wrong house. Go figure. Then when I called the 1800 number in Hoffman Estates the headquarters they have options on the prompting that kept disconnecting the call by telling me no one is able to answer my call. I give up. This is very poor service and I couldn't even speak to Manager they kept putting me back into there call prompting. As I look at all the negative reviews I realize I should have looked here first.

Terrible! I waited a2 weeks for them to come inspect my Kenmore refrigerator. The technician found that the computer is not working. When he checked the computer he had he foun out it Case Description
I had back surgery to remove titanium hardware. During the surgery the doctor tore a conjoined nerve and caused injury. This occurred in March 2017. I have suffered chronic pain daily ever since. I suffer from back pain and neuropathy. I recieve in home care to help me get through the day. I have also had two second opinions but they say that my condition can not be corrected. Ever since I need help with my self care needs like showering, tieing my shoes, dressing, at times eating, etc. I am unable to provide for my family because I can not work. My primary doctor has all my medical records of my condition ever since the injury. I am considered permanently disabled since the accident. Not the one. He order the part and said he would come back on August 9 when the part arrived. I can not wait another 2 weeks. My husband is disabled and my mother is 81 years old. They require our refrigerator around the clock. I have my food in coolers. I told this to this company that I needed emidiate assistant, but they don't care. I've spoken to over 20 employees and they all give me the run around or hang up on me. I've spoken to supervisors like Pet and others. I've asked them to send me conformations to my email and the don't. Don't purchase this insurance for your home appliances. All they care about is making money. They have no compassion or respect for their customers. Never again will I purchase anything from them again, and take in account we've been customers for over 20 years. We purchase all of our appliances here. NEVER AGAIN!
Your company is the lowest in customer care.

My Sears Kenmore Elite dishwasher is about to have it's 4th repair call. Top dishwasher rack alone is on it's 3rd repair. Serious design flaw. Sears Home Warranty services is a joke. Customer service is not in their vocabulary. I am currently sitting on hold and have been now for 65 minutes waiting for a "customer care advocate" only to find out they are the wrong people to talk to. How does one department not know who the right department is to manage warranty repairs! So beyond ridiculous. They cancelled today's appointment and now I have to wait to see if they can fit me today with another tech. Wasting my time. Please shop elsewhere do not use this company, they are a total rip off and a waste of your time.

Twice in the past month we have schedules Sears home Services to come out for different issues The first time, they did not come within the 4 hour window, and I did not receive a call for 2 more hours. That call was to cancel my appointment for the day, as they had overbooked. Assuming that was a fluke, we rescheduled. This time, they were still late, but came. Today ( a month later) we had another appointment. They did not show nor call withing the 4 hour allotted time slot. When I called them, they said the original tech couldn't make it, but they were trying to send someone else out. I cancelled the service request and called elsewhere. If overbooking and not showing is their idea of customer service, I will gladly take my business elsewhere.

We purchased a Kenmore refrigerator from Sears with Master protection plan warranty only to have it break down 2 years later. For a week their system was down and we were unable to reach a representative or even schedule an appointment with a technician. Finally after a week, we were able to reach someone and they gave us an appointment for a diagnostic evaluation 2 weeks later. They rescheduled us a total of 3 times. Finally after the diagnostic appointment, it took them a week to have the replacement parts delivered to us. Then they told us to call again and schedule a new appointment to have the parts installed, which is going to take another 10 days. Not to mention that to get to the representatives over the phone and even a supervisor takes an hour on hold. All our requests to get an appointment sooner were in vain.

Whatever you do don't buy their products and warranty because apparently they give priority to customers without warranty. They had given us a sooner appointment initially but then when they found out that we had warranty, they rescheduled it for a later date.

This is COMPLETELY unacceptable given that it is the middle of July, we have no working refrigerator for a month and an infant and have nowhere to store the milk. This is the worst customer service experience we have ever had and it is surprising that such a big company can get away with this.

Warrantied compressor in fridge shot after 8 years. Local tech said it was compressor so Sears came and looked at it on June 13. Ordered a compressor which didn't come until July 5. Said we would have "emergency service" since its summer and we've been without the fridge/freezer for a month. So they SCHEDULED us service on July 16. Over ONE MONTH without a working fridge/freezer. Customer Service has been terrible as others say, many hang-ups, too many transfers without being told, computers down for days... Terrible company.

Today we had the third visit of a Sears repair man for our FisherPaykel dishwasher sold in the past by Sears.
The Service man appeared without a previous customary call and claimed that he never was trained to repair this dishwasher. I called the supervisor while he called his. After 45 minutes of both of us on the phone he told me that he will return with an "expert" that will help him. After about 21/2 hors he showed up with his "expert" person who was the first rep[air person that attempted the repair some 3 weeks ago. They spent together some 3 hours and informed me that I am" all set". As they walked pout I heard a noise in the kitchen, Both drawers of the dishwasher were running dry without water and the screen was flashing a F1 error code. I could not catch the rep[air duo since they left. All my attempts at STOPPING the motors were in vain. I had to unplug the dishwasher for it to stop. I called the repairs and after waiting 37 minutes on the phone, the only option I had was to reschedule visit #4 by the Sears Repair team. After a month since the first service visit we are still without a functioning dishwasher. This level of incompetent and unethical behavior by a service crew is unheard off. Its resembles like a third world country service not the USA. Please avoid whenever possible this repair service. This is the highest level of incompetence that I ever experienced.

Well bought whole house warranty, they came to fix dryer. 1st crew shows up takes dryer apart orders part then leaves, dryer still apart just leave it for next guy! The part came, new service guy, he didn't like the way they left it. He put new part in and gone, he turned it on and gone. Seems good right? Wrong, did a load of laundry put it in dryer not all my buttons work now, the outside of the dryer is to hot to touch. Then we start with the $#*!ed up phone system they have, still have not gotten a response from them cause there phone system suck as much as the service guys.