SearsHomeServicesReviews 686

I had an appt may 19 from 7am to 4pm. I checked system for an update at 4pm there was 1 house ahead. 455pm text message they cancelled and rescheduled. No respect to talk with me or apology. Spent my entire day wasted on an unprofessional service. Never would I choose this company.

I have a Kenmore Elite bottom freezer. It's 5 years old and the compressor has gone out. I researched and found out the compressor has a 10 year warranty but you have to use their Service Technicians and have to pay for the labor. They then tell you there are also other parts involved that you have to pay for and you have to have a cleaning service performed. This compressor that is free is now costing me $686.83. The technician left and said to give it 24 hours to get cold. After 8 hours the freezer that was just not performing up to it's full capacity totally defrosted and everything went bad. Called customer service the next day and could never get a person but finally after hours got another technician scheduled to come out the next day. He diagnosed that because they had replace the compressor now the evaporator needed to be replaced and it had to be ordered. So FOR $686.83 AND $125.00 which was the cost of a none Kenmore/Sears technician who originally diagnosed it I have a NON Working Refrigerator worst than when they started and they can't get the part for 5 days or so. What an outfit, rip off, and even the techs admit that they are made with parts (compressor's) that go out within 2-5 years. I know have coolers and ice keeping my essentials cold waiting for this part. HORRIBLE EXPERIENCE. Oh and the first technician burnt my floor when welding in the new compressor...
And good look trying to EVER talk to a person. They put you through the automated system and it's almost impossible to talk to a person.
This is the very WORST treatment by a company that I have yet to experience!
Never will I EVER buy a Kenmore again. Hope you don't either. The technician recommended WHIRLPOOL!

Two canceled service appointments by text msg. With a ridiculous policy of waiting for service to show up between 8a and 5p. One cancelation came at 230p in the afternoon on Friday rescheduling on Monday, like people can take time off to wait around for service. Part arrived on previous Monday and a week later still shows in transit. Will not use again!

Had our Craftsman garden tractor serviced/tuned up, but the cost was excessive for the
Routine maintenance performed. And, there's an enormous amount of "trust" placed in
The technician since you're unable to determine what is actually being done. So, new
Spark plug, fuel filter (?), oil filter and 20 ounces of oil and tech claims the front end was
Greased. Total parts cost, with tax, was$57.58; however, the total bill was $310.34. In addition
To the labor cost there as an "add on" expense called "clean & maintain" for ANOTHER $69.50...
Thought that was what the labor total of $183.26 was for?! And, the tech was here for all of
Maybe 45 minutes! Oh, and the tech claims we didn't need an air filter and the he had cleaned the one in the tractor... that was false. I checked the air filter afterwards and it had never been touched, so I cleaned it up then went on-line and ordered a new one through Amazon. This will absolutely be our last call to Sears Home Services. Be careful out there... it's all a scam game about money. Shameful... at one point many years ago, Sears was an honorable company, but things have gone far South of that point in today's world. Good Luck America!

Thank goodness I set up a hidden camera when my freezer broke because the repair guy never even inspected my refrigerator! This was a total scam! I called customer service and they agreed to refund my $99 but they told me it would take 2 weeks. After 2 weeks and a day I called back and spoke to another customer service agent named Jacie and she said there was no record of my request even though they record all conversations. She said not to worry that she would put the refund in and put a rush on it. I still never got a refund. I finally contacted headquarters and now after being told twice I would receive a refund they're refusing to give me the one I was already promised. Even though I have video proof that the service guy never inspected my appliance they don't care even after going through the BBB. Charging someone for a service that is never performed is not only unethical but it's illegal. What the heck is going on there?!​

Requested Cleaning and maintenance bundle washer, dryer, refrigerator and dishwasher. I believe the only thing that was done is he vacuumed the refrigerator $250 for that, I bummed will never use the service again and will warn all of my friends and family. Don't trust them to do anything. One star for vacuuming the fridge and turning on the dishwasher and dryer.

Cautionary tale about Sear's Appliance repair services - water dispenser/ice maker on our frig went out - scheduled a repair visit through their web site. They make it clear that there's a $100 diagnostic fee for the visit but if they do the repair, the $100 is applied to the repair bill. Tech came out, very pleasant and friendly. Wasn't here 2 minutes before asking if I had a Sear's Home Warranty. Said I used to but dropped it since it's not that good a deal. He diagnosed the problem as the valve mechanism in the back of the frig, fiddled with his phone a bit and said the repair would be $675 but he could apply this repair against the warranty if I bought one. I said no thanks, I'll buy ice at the gas station and drink tap water. Got the declination email, the labor cost would have been $200, the part $118 (I bought one on line), so about a $325 bill in reality but he told me $675. Not making accusations here but the cautionary tale is to make sure you know all the facts before making any decisions about a warranty or repairs. Ask to see it in writing. Also, installed the part myself, took 15 minutes, just in time for iced tea.

We have had this service for three years and it was good. Now it is just awful. We scheduled service TWICE and no one showed up! It seems they schedule 10 calls a day and we are last on the list. Forget it.

Customer service is horrible. I ordered a part that never showed up, I kept getting it's on back order notifications. Finally got a representative on the phone that lied and charged me for an additional part that never showed up. Called multiple times requesting a refund, and each time was told to give it 5 more days. I will never order from this company again, or call them to repair anything inside of my home!

I was given a 8 am - 5 pm window. Tech called at 8:53and was here minutes later. He was extremely professional and polite.

I've been a Sears customer for 30+ years. Have purchased most of my major appliances from them. The drop in Sears product and service is breathtaking. To illustrate:

1. Product: After a 26 year old Sears Kenmore refrigerator finally needed replacement, I purchased a Kenmore Elite model in 2018. After 4.5 years of service, the compressor needed to be replaced. I came to find out that the compressor is an LG part, which is notoriously unreliable. After reviewing my warranty, which states "Sears will replace, free of charge, within 5 years of purchase", I scheduled an appointment with Service Home Services.
2. Service: Per Sears, even though the warranty doesn't state labor is excluded, it is implied since the warranty specifies "defective material" as the cause. The Sears technician said the part would be covered under the warranty, but the labor cost would be $578.45. Not great, but I thought okay so let's proceed. Here's the catch: Sears told me it would take 7-10 days to get the part. Absurd! I called a local repairman and had the refrigerator serviced same day.

I won't be doing anymore business with Sears after this debacle.

I had an appointment scheduled for 04/10/2023 from 8-5 for repair of my Kenmore oven. They called on that day and rescheduled me saying they had no one in our area to come. We rescheduled for 04/12/2023 from 10 to 2. I looked at my appointment online at about 11:30 when I didn't hear from anyone and discovered they had rescheduled me again without asking or calling after I sat here and waited. This time they rescheduled me for next week. Totally unacceptable. There was no phone call nothing. They just stood me up. I called then to cancel my warranty plan since I only ordered it on Monday, 04/10/2023 and this was the only service company they had to offer for our area. I had a hard time getting anyone on the phone and then when I got someone they tried to argue with me and tried to refuse to cancel it. I am within my 3 day window to cancel with no questions asked. I would not recommend this company anymore to anyone.

I bought a very nice Kenmore refridge in 2016. We had many problems with it right away including the condenser going completely bad. I really think we got a lemon and they should have relaxed the refrigerator but said they had to come out 4 times to try and fix it. They only came 3. Now 6 years later and the refridge has stopped working. Apparently they didn't clear the lines and they are backed up along with a bad compressor. The compressor is covered under warranty. But I paid 99 bucks to have them tell me that it would cost $1720 to fix. That's just crazy! They do not stand by their product or previous work. I am disappointed a an expensive Kenmore Elite has to be replaced in 6 years.

This is a horrible company. Service agent cancelled twice. It's been 8 weeks since my oven went out. Telephone support is terrible. Miserable, nasty reps from the Philippines.
I am contacting the insurance commission in my state as well as the state where they are licensed. I will file a complaint and request an investigation. These people have to be put out of business.
Do NOT buy this policy.

Sears Repair doesn't change/check/clean the vent behind a dryer therefore $99 was a total waste of money! They don't tell you this when they schedule dryer service. They also don't take American Express which is also not noted anywhere. This service call was a waste of time and money. Repair #*******

Sears cancelled my schedule appointment to replace a solenoid in the ice maker without telling me. They claim I didn't confirm delivery of the part, except during this whole process did they ever informed me to confirm the part was delivered, even though they were tracking the part order. They even called me the day before to move the installation to the next day, so I wouldn't have to wait another four days, that was the original appointment time. When I called customer service to ask why the technician hasn't arrived, they checked the order and confirmed the part had arrived but cancel the appointment because I didn't confirm, even through this whole process not once did they ever instruct me in all the update text messages they sent me to confirm, or where there a link in the texts that would take me to a field to do the confirmation. Their customer service department service reps only know what the guide book tells them how to respond, which is rescheduled the appointment, no other option. No attempt was made to contact the technician that the part was on site and to dispatch the tech to the house. So now I have to wait two weeks for the next available appointment to have the icemaker repair due to their incompetence. This isn't really Sears home repair, it's just another investment company using the name of once fine company which knew customer service to make as much profit with as little cost as possible. I will never do business with SearsHomeServices again.

Sears Home services is an absolute joke, they cancel your appointments with no notice and refuse to honor their warranty. I have a 5 year warranty on my washer and they will not come out to honor it.

The replacement washer, I qualified for under the service agreement, was defective and leaked, from the start, and the overseas Sears reps refused to take it back. They accused me of criminal fraud for accepting the only thing of value that I received after having the agreement for 14 years. The overseas Sears Reps only want to sell you an overlapping service agreement and will punish you severely if you don't give in and buy one. The washer was covered under the manufacturer's warranty (not the service agreement), but the overseas Sears Reps asked the manufacturer not to cooperate with me and take the defective washer back. The overseas Sears Reps hate Americans and especially hate American women, whom they are intent on demeaning and making submissive and compliant (to conform with their own cultural values). Don't waste your time in during business with Sears unless you hate Americans as much as the overseas Sears reps hate us.

I contacted Sear's because they used to be a reputable service repair company - they charged me $150 for a diagnostic of my dishwasher - the tech never pulled it out it - he just looked at the bottom and said I need $450 for parts and another $400 for labor. I refused. I called another technician - he pulled the dishwasher out - cleared the board - fixed the leak - got it running all for $150. You're better off going to a listing service and skip Sear's