SearsHomeServicesReviews 688

I purchased a garage door opener and water softener from Sears. I added to the purchase their extended warranty for both products. Sears used to honor the extended warranties. Free annual maintenance was part of the warranty. NO MORE! I have been trying to schedule the annual maintenmce service for both products since October. I have been advised by the Sears telephone employees to hire an area company to perform the service and that Sears would reimburse me.
That HAS NOT HAPPENED. I submitted to Sears the invoice estimate for the garage door service which needed a new circuit board which controlled the door opening and closing. It so happened this circuit board IS NO LONGER BEING MADE. SO I SUBMITTED THE INVOICE COST OF A NEW GARAGE DOOR AND THE COST OF INSTALLATION. NO RESPONSE FROM SEARS. I FOUND A LOWER PRICED GARAGE DOOR OPENER AS WELL AS LOWER INSTALLATION. I submitted those documents. Again no response.
I DID RECIEVE AN EMAIL ON DEC. 28 at 3:30 pm FROM SEARS THAT Sears technician would call before arriving that day. An hour and 30 minute window. NO ONE CALLED. NO ONE CAME TO MY HOME.
I am still waiting for a reply from Sears.
Long ago I could recommend Sears. NOT ANY MORE

Worst customer service ever all they do is make you wait all day only to tell you at the end of the day that they do not have a technician. They just throw you on the calender when ever they please and don't care if you can or cannot be there that day. You waste your time waiting ALL day only to know you will have to do it again over and over. No wonder Sears went belly up!

Initial contact with Sears Home Services to repair a clothing washer was on January 14. A service technician arrived January 15th.
The evaluation indicated a failed component with the replacement part ordered January 15th and would arrive on the 19th with an appointment for the replacement process January 20th. A new appointment was scheduled for the 20th and then was rescheduled for the 25th, no part, then rescheduled unilaterally for the 30th. No call, just an informing text. At no time was I asked whether the appointments were acceptable. I had made repeated calls (7) to the technician to the last cell phone contact number with no responses. I called at least six 800 or 888 contact numbers to a foreign call center for assistance and
having only to be transferred to several other assistants. The end result was another rescheduling.
Prospectively, almost two weeks to rectify an appliance failure and effect a repair, that is if the technician does indeed show up. The most frustrating aspect of this service was the failure of the local technician to return to my calls. Automated text and/or e-mail responses and still no contact from a technician as I had requested. This was an unacceptable service process. Never again with Sears Homes Service and cannot recommend this service to anyone.

Diagnostics on Jan. 5th, told multiple parts needing repair on an HE washer only 7 years old. Told to buy a new "basic model" washer (given estimate of $500-$700 for basic model, Whirlpool or Maytag) vs. repairing my higher end washer. Repair cost quoted around $700. Opted to repair, parts ordered, next available technician to repair... 12 days! Waited for appt. For the 17th. Technician came, tinkered around for almost 2 hours, then gave the bad news that the wrong part was ordered, and one of the parts ordered wasn't needed since the original "didn't break when dismantled." Item not needed was taken back, some interesting math was done to refigure new cost of part that was needed. Suddenly, I'm needing to pay an additional $11 (the correct part needed was more expensive). Told I would have to wait for new part to arrive, then wait 10 more days for next available technician! Absolutely horrible customer service support. The part needed should be shipped overnight and a tech made available next-day! This was a Sears error; the customer shouldn't be penalized! Who can you call? No human is ever reached at the Home Services number except when initiating need for a repair. One in their system you're navigated in an ongoing loop of menus ending with either being disconnected or asked to answer a survey. Avoid Sears - go small business!

My washer broke so I had Sears come look at it. They said I would need a new control panel so we ordered the part and scheduled the repair appointment for a week later.
Three weeks later the part still hasn't shipped and they didn't know when it would. I needed a washer at this point so I canceled the services.
I was then told I would get a refund within 14-20 days. It's been almost a month and I still don't have my refund. I reached out to customer service 5 times during this ordeal and they never were able to assist, more than being sorry.

Long story short DO NOT HAVE THEM SERVICE ANYTHING FOR YOU! If your home warranty uses them make sure you don't cancel your appointment in the portal because it will cancel the whole service, parts ordered as well. You never have direct communication with the service tech. I ended up purchasing the part myself and when I called to have a tech come out and install it, they told me they can not because a technician didn't place the order, EVEN THOUGH I bought the EXACT part from Sears direct. THE SAME PLACE they order from, Customer service is a joke! Stay away!

I called Sears Home Repair after I was not able to locate a local repair person. The first time I called I ended up speaking with someone in India and could not understand him. The next time I called I reached a woman with perfect English. I asked if the company worked on Speed Queen dryers and she said, "yes".
I took the first appt which was 2 weeks later. She then tried to get my credit card number to charge me $99.
I refused to give them my credit card number. The day of the appt I stayed home from work and waited for the repairman who was coming between 8 and 5. At about 2 pm I received a call from the repairman informing me that he would not be coming because he didn't work on Speed Queen dryers.

Requested service for a electric dryer. I called in a claim to American home shield who in turn assigned the service call to sears. Sears then books me an appointment for 16 days later. They inform me that they'll be at my home between 8 am and 5 pm. the day comes and the tech guy shows up at 5:15 pm. he takes a Quick Look at the dryer and determines the problem and part needed but sorry I don't have that part. Have to reschedule you for jan.4 th another 7 days. 7 days later no show no call nothing. I contacted sears no apology or explanation. They rescheduled me for 12 days later. I first started this adventure on Dec. 13 th. 2023. And my assumed final appointment is Jan.16 2024. So that's like 34 days of frustration. So I gave up and called a local appliance service company. 4 days later the problem was resolved in one hour. The part the sears guy ordered was the wrong part. If the sears guy would have taken the time to properly diagnose the problem he would have found a detached wire, instead of ordering a $ 120 part that was not needed. Thanks to Jacks appliance service in Pahrump Nevada.

I am a trustee for a disabled lady. She called Sears for a dryer repair. He showed up to tell her he didnt have the part she needed (a dryer door latch, tiny,.90 cents on amazon) said they had to order the part. Really? Took over 3 weeks for them to come out. And, charged her over $320.00! She could of got a new dryer for that. Dont use them, dont call them. Horrible

They keep rescheduling my appointments. They rescheduled me twice. Disappointing. I ha d to take time off my job

Sear is the one of the worst company to have issues with. I got their $400 3 year protection agreement on my oven that goes out every year right around Sept or Oct. I paid over 5k for it and it made it 1 year before it started having problems. I took the 5 year plan out when I got it and now I have this plan going on year 6. Well it not working again right around Oct tech came out didn't do much and said we have to order a part here it is January and still haven't gotten the part. I called in on the 14 of Dec and they said they would replace it and I would get email in 7 or 10 business days. I never got anything I called back today Jan 9 and now there part on its way and they won't replace it. Now just so everyone knows this is the 4 Thanksgiving and Christmas my family has gone without oven and microwave because it's a combo unit. They see that they said they would replace but since the parts been ship now they won't and I have to wait to get the part before I can set up the appt for the tech to come out. So it be probably another 2 or 3 weeks for that happens and the best thing is if this don't fix it we get to start this all over again. SEARS doesn't care about there customers period can't even talk to management.

I have been monthly paying for the home warranty program for several years now, and I finally needed to make a request for services. After three hours on the phone, being texted links that went no where, being hung up on, I was finally able to speak to a person who barely spoke English. They wanted countless amounts of information and then after nearly exploding, they wanted more money paid right then (I have probably paid $1800 or more into the program). My wife knows where the technicians are based who handle the service calls so she is going to go try and see if can get better customer service in person. I will be cancelling this rip-off, reporting them to BBB, Missouri Attorney General and any other agencies I can find. Do not get this service.

I waited all day (between 8-5) and no one came. I called at 5 to find out if they were still coming and it was quite difficult to even get a live person. 30 mins into the phone call they tell me that my technician was just behind schedule but I was his next stop. They never came. The next day I got a message that my appointment was rescheduled for 5 days in the future again between 8-5. No thank you! What a complete waste of my day!

They came out quickly and gave us a diagnosis and then did nothing for 30 days regardless of how many times we called, who we spoke to, or what questions we asked….

It was all in a horrible experience. We never got our service and the next place we called did it in one day and charged us HALF what SEARS quoted.

I contacted Sears Home Service for a dryer repair in Sept 2023. The first technician told me it would cost $277 total to fix it. But he ordered the wrong part. The second technician ordered a part that never arrived. I spend 3 months trying to get the part delivered. I finally gave up and ordered the part directly from the manufacturer. The third technical finally replaced the part (which I ordered) today on Jan 3,2024. But he said I had to pay $34 extra.

Scheduled a sears tech to look at oven thus was November 13. I was sold on the warranty so I signed up for it and the tech ordered the parts. The parts got lost had to reach out to sears and reorder. To my disappointment my oven wasn't working for Thanksgiving. Parts finally arrived, thought everything was fine until I was actually cooking and the oven stopped working in the middle of it! Called sears again, tech came out and says tools like the parts are faulty reorders once again. This time I have no oven for Christmas. Then today I had a tech scheduled only for them to cancel and reschedule. Unfortunately that doesn't work for me. I'm a single full time working mom. This has been extremely frustrating for me and my family and today in the New Year I still do not have my oven working. Sears will not even credit me on my monthly billing cycle. Honestly wish I never signed up for this warranty and should have just bought a new oven.

They sent a tech out, he didn't fix anything. He took my filter out found it in the middle of the room. He didn't even bother putting the door back on the furnace. Found him walking around my house.
Called Sears to complain they sent another tech out and he came said the furnace was fixed then told Sears I wasn't home for the repair. Took a pic of car in the drive way and everything. Even had a conversation with my kids.

I dont recommed Sears home services ro anyone. Our fridge broke back on June
We put on hold with sear and it took one momth for a tech to diagnise the issue. We ordered the parts and scheduled the service 4 times. We waited patiently every single appointment but at the end of the day noone showed up. UNFORTUNATELY we paid Sears the servixe cost because we needed to do to schedule a service. The guy who is in this picture was always scheduled to repair my fridge. We lost the $600 to repair our appliance and now we have to buy a new fridge because the tech never showed and sears home service never provided an update on the service we paid. No recommend to anyone

My washer since December 2nd has stopped working. I've gotten a Technician from Sears that came by and they saw the problem and ordered the part for it. On December 13,2023 the Technician never showed up. No calls, No Messages, and No indication that they were coming. By time it was 6:00 PM it was already too late. I was forced to reschedule since the Technician ghosted me.

5 days later on December 18tth, the Technician came back but they were 30 minutes late to the appointment. It was 5:30 PM when they arrived. They were just going to fix the washing machine but then they have to come up with an excuse that they didn't have their tools with them. I mean seriously what kid of a Technican would just forget their tools? So he had the nerve to ask me to look around my garage to see if he can use my tools and then without warning he just said "I'll just have to reschedule" I mean are you for real?! I've waited 3 weeks for my washer to be fixed and this is what I get? I am just feeling angry and frustrated that I wasn't able to was any of my clothes. This is the worst service ever.