SearsHomeServicesReviews 688

Called Sears Protection Agreement office back as parts suddenly show up at my door the next day. Had called on the 23rd of July and the representative said to call back after five business days and the Lawn Tractor would be replaced. Parts showed up on 24th by some miracle. Called them back on the 30th of July, gave them the case number, and they said they had no record of the Lawn Tractor being replaced. False words as I finally got them to say they had the case number, but nothing was said about replacing the Lawn Tractor? Then I was told the technician was coming out to repair the Lawn Tractor with the parts that had come in. He came out in a bad rain storm, but he worked hard on the Lawn Tractor even though he got very muddy and wet. Took him about an hour just to get the tractor running with the new switch that the instructions were all wrong about. Once we got it started, he began work on replacing the other parts and was missing new bolts and washers as well as a transmission belt he didn't know he would have to have. I had told Sears this would happen because he wasn't able to check an inoperable lawn tractor, unless it was running. He ordered more parts, they came in, he will be here the morning of the 6th of August to work on the Lawn Tractor again. Mower deck and transmission still do not operate correctly, but he says it is normal?

Called for service appt. When freezer started improperly cooling... No appt. Available for 2 weeks. Day of appt. I get a Robo msg to reschedule my appt. I call customer service... They claim Tech got sick and went home. They will put me on a list and call IF SOMEONE ELSE CAN'T KEEP THEIR APPT... otherwise next available date is 2 weeks away. CRAZY... 1 month to get a tech. Meanwhile NOW in week 4 the freezer has taken a turn for the worse and l am experiencing food loss... Tech finally arrives whom WAS VERY PLEASANT... Worked on what he was able to... BUT NEEDED A BASIC PART WHICH OF COURSE WAS NOT ON THE TRUCK and had to be ordered. Next appointment 2 MORE weeks 2 days away... Whew 6+ WEEKS ON SOMEONE'S FREEZER... I call customer service to ask for reimbursement of my food loss... They argue that... Get this... THEY DON'T COVER FOOD LOSS THAT IS AS A RESULT OF MY... FREEZER BEING BROKEN... I argue... Well it WAS NOT BROKEN 4 WEEKS AGO... just in need of SERVICE... FROM THE TECHNICIAN I PAY FOR THAT YOU DID NOT PROVIDE ME IN A TIMELY MATTER and when you did he came with no part which now is costing me 2+ more weeks... Well sorry Maam we can't help you. Asked for a supervisor... Still waiting for a call from a supervisor... They say could take 24 to 48 hours... But "I ASSURE YOU THEY WILL TELL YOU THE SAME THING" said the customer service rep. What a pathetic excuse of a SERVICE COMPANY. Fly away Sears. You have completely LOST ALL RESPECT... Just disappear... What a sick joke you are Sears... Shaking my head.

It's obvious why Sears is going out of business. Bought a lawnmower 5/8/2018. Our fault for not opening box b4 taking home which is about 2 hrs away. When we did someone had already been in it and broke the handle, the bags were open and items were missing.
Took it back and replaced with a different one. This time we opened box, all looked fine. Until we go to use it. Immediately it begins to sound like it can barely stay running. 3 year warranty and they are going to come to our house to fix anything wrong and no cost to us. We tried calling number we were given only to find out that only one repair place in town and they won't make house calls.
They have the mower a week and a half saying we don't have a warranty then oh yes you do. I guess the warranty paper i shoved up his nose was written in invisible ink to him. We waited another week for a part to come in. Ridiculous.
Bring it home finally and used it once and started acting weird again. Use it yesterday and it actually ran well until i put more gas in. Now surging again and dies in a nice cloud of blue smoke coming out of it. I am told i have to keep talking it in 4 times b4 they will exchange. When you make a phone call to these places i think i am getting customer support or complaint department only to find out i am yelling at some poor sales person on the floor who can't do their job let alone fix my mowers issues.

We have a stand alone Ice Machine that has been out of service for over 3 months. This was due to sears inability to provide proper service to us.
In the following manners:
1) initial visit, no parts available. 10 days to arrive!
2) second visit, wrong parts ordered. Rescheduled appt and another 10 days for parts.
3) Appointment that was scheduled disappeared from their system 3 weeks for ne appointment.
4) Still wrong parts ordered another 2 to three weeks for parts and new appointment.
5) Technician arrived and found the machine had been disassembled by previous tech and refused to reassemble it saying "it would take him 6 to 8 hours to figure out how to but it back together". Rescheduled a new appointment for a week away. Got a call today (Sat 7/8/2018) saying a technician was on his way( 4 days early) this turned out to be a technical glitch with their system as I discovered upon calling them! In addition the appointment we had for 7/12/2018 was no longer available and that they would notify me by Phone / email when a new appointment was available. I asked to speak to a supervisor and got the same results absolutely no satisfaction! I then asked to speak to a manager and was told that there were no managers available that they only handled operation issues. WE used to buy all our major appliances from sears as well as extended service contracts. It will be a rainy day in "HELL" before I buy there again!

I have been without a refrigerator for over a month. The first technician came and diagnosed the problem. He had to order a part and reschedule installation 10 days later. The part never arrived (actually they shipped the wrong part) The appointment was cancelled and the part was reordered and another appointment was scheduled 10 more days later. The part still has not arrived and the appointment is going to be cancelled agin. Meanwhile I have already paid for the parts and labor so they have no incentive to come and make this right. WhenI call to get info I am directed to foreign speaking people that I cannot understand and who have no idea about what is going on. All they say is "order status is updated every 10 days" This is not good customer service. I need answers

I had a repair scheduled for Friday March 2nd. The repairman called two days early and said he had just left my house. They switched my appointment date with no approval or notice. Now that I have been without a refrigerator and freezer for three weeks, they say I have to wait two more weeks for another appointment! I have the ring service on my home. While I was on the phone with the technician he said he was not allowed per company policy to return to the home, to allow me ten minutes to meet him. I checked my ring service and watched a live view as this lying technician was in my driveway.

This is the modern version of "bait and switch". I called for service on a dishwasher. I gave the person the model and serial number and said the door latch was broken. When the "technician" arrived he examined the door and said the latch is broken and he would try to find the part. After 45 minutes i went to his truck and found him on the phone drinking a soft drink. He said he couldn't find the part but he would look in his truck (after 45min). He then said that he could order the part for an additional $225. I said that i would pay $1000 for a new one before i paid them a cent. He then asked how I would pay for his diagnosis call. I said he must not have heard that I would not pay anything I had already diagnosed the problem. This is an old practice they have been fined for previously.
STAY AWAY!

A and e appliance service tech. Worked on refrigerator on sat, nov. 18. He never first gave me an estimate. Charged me $360. Told me he was unable to give me a receipt and sears would send me one in the mail. Still have no receipt ten days later. Refrigerator not repaired and he replaced part least likely to need replacement. Called nov. 19, nov. 20. No appointment available til wed nov. 22. Tech did not show up. Had no refrigerator over the thanksgiving holiday. Finally got someone else to fix fridge. I am going to get a refund no matter how long the process is. If tech arrives in an a and e truck do not let him work on your appliance.

After dealing with Sears for many purchases over the years and receiving less than good service, this is the final straw! Purchased a fridgedaire refrigerator on 5. 22. 2017 Called immediately that it was not cooling, after many weeks of battling by phone it is 7. 17. 2017 and still no resolution. Parts literally missing from 3500. 00 brand new refrigerator! Now it leaks water everywhere, cannot use ice or water. Have to wring wet towel every hour so it doesn't drip and ruin brand new flooring. Cannot get anyone to replace. 4th service call... no one knows anything or has authority to do anything but schedule another appointment. Get a different answer every time i call! Never never again will i purchase from sears! I am going to take this lemon and drop it on their doorstep and let everyone know what they are like to deal with! Many many other people going through same or similar issues. It seems every neighbor and client of mine that i speak to is or has been in a bad situation with customer service! SHAME ON YOU SEARS! No wonder you are closing stores!

As of this moment I am still awaiting a scheduled service appointment, made
Weeks ago. This is the third appointment I've had to wait 'between "? And?",
The first appointment arrived one hour early, I wasn't here so he left and I
Couldn't get another appointment for over a week. Second appt, nice man,
Showed up on time but now have a new problem with Kitchen Aid that was
Caused by his repair. Hope my service contract isn't a total waste. Not the
Sears of my youth! Or maybe I just wasn't aware because I didn't own any
Appliances.

Took an appliance warranty package. They Canceled service date with one hour notice, no reason. Delayed a full week to reschedule. Sent a tech who did not know how to install replacement part, took 6 hours to do so and repair lasted a few hours. No possibility to speak to firm subcontracted to do repair work... must now wait for a second week to have another repairman come. Total disregard for customer. Most frustrating. Only deal with local firms who actually have local numbers to call. Any savings NOT worth it.

Ice maker stopped working within warranty. After 6 repair appointments not counting the one that they didn't show up for they replaced the refrigerator (LG, Kenmore logo). I had to be home for each appointment. I think they try to wear you out to the point of buying ice trays for ice. Six months later, same problem that they could not fix with the first ice maker. Repair person shows up and of course is familiar with problem. Part gets delivered and no show on appointment. This is the ninth time I had to be home during a 4 hour window not to mention the hours on the phone with non-English foreign employees. Do not call 800 4 my home, it will send you to a foreign country that sears uses for cheap labor. Call *******505 which is customer relations. These people don't care about you either but they speak English. My nightmare has only just started again. I used to buy major appliances, tools, clothes, tires, batteries etc. but never again. It's no wonder they are struggling financially. Good bye forever.

I engaged the services of Sears on 3/22/2016. A service planned for $154.95 to clean 14 air ducts, the technician suggested cleaning of furnace and all that lead to a total bill of $1,379.65 which I paid immediately. After cleaning, he said my filter is dirty, at first I was surprised its not included in the bill, but I agreed I will like to change the filter, and he promised he will make an order on my behalf. I guess the old filter should have remained in the furnace until a new one replaces it. However, I returned home from office only to find my old filter on the corridor of my family room. I have tried the technician's number but no response. I have called customer care but the lady hang the phone on me after my complaint. I will press charges to confirm that my furnace has been covered without a filter for 2 days now. My Sears invoice number is *******. I have not entered the utility room yet.

I have always been a Sears Appliance Repair fan -- but no more! I booked a repair appointment, took the day off work, and then Sears cancelled at 7p the night before. I call that way too late to cancel.

When I rebooked, they made me wait another week for an appointment. Again, I took another day off work. This time, they didn't even show up, after dispatched called at 2.30 to tell me they were on the way. I called Sears no less than five times that day, and wasted an hour and a half on the phone trying to get confirmation that the technician was coming. Not once did anyone call me back. And you know what Sears did to compensate me for all the wasted time? Nothing. And they wanted me to wait another week for a third appointment. If I did business that way, I'd be fired in a heart beat. That is the last appliance I buy from Sears and the last repair they do for me.

If you don't want to have your time colossally wasted, call anyone but Sears. Their level of customer service is right up there with the cable companies. AVOID them.