SearsHomeServicesReviews 680

SEARS HOME SERVICES is so far the Worst of all the home warranty companies I have ever worked with on my whole carrier as a realtor. Please DON'T use them. You will waste your money. The customer service is only to apologize for the inconvenience but won't move a finger to help you. 6 months to fix a washer and nothing. Replacements don't exit for them! They will spend your time till you buy another one. No managers to help. No numbers to help. All are voice messages and excuses. They set
Up appointments 8:00-5:00 pm and then change it to 7:16 to cancel you and don't show up. Later you need to wait one more week. And goes on. Technician comes and tells you. It's all fixed, when you try it, he left already because he is running late for another appointment. Conclusion, nothing is fixed. Waste of time and money! Attached picture… appointments til 5:00 and estimated time 7:34. You called them to custom service, contact the chat and they tell you that they work till 7 pm only.

The worse home warranty in the business of warranties. Do not buy do not use. I see why the company went bankrupt shady business practices gets you nowhere. Sears warranty sucks $#*!

Cape Coral: From how many stops to my appointment, it was obvious they kept adding to my tech's schedule and I kept getting pushed out. Chat line said twice tech would call but never happened. Chat line said 3 times my tech would be there by 6 PM, window was 8am to 5pm. Chat line said twice priority notices would be sent. 4th chat I was dumped while keying in issue after 3 minutes. 7:14 pm recv'd text that I was rescheduled out for 4 days. Cancelled it. Unacceptable to have appts added to bump me out when I scheduled the appt 2 wks prior..

About ten days ago, I waited a full day (starting at 8 am) for the tech to arrive for a third visit. Every time I checked the estimated arrival time, it was pushed back another hour or two. At 4:10, an hour after final expected arrival time I finally called them to cancel. They had until 5 to get here and I knew he just wasn't coming. When I called to reschedule the appointment, the customer service woman at Choice said the tech's note said he waited outside my home for 15 minutes and left and he never wanted to come back here. That was an outright lie and I told her so. If he had come, I would have known AND they would have told me when I called to say he was already an hour late and it was the end of the day.Today, I had a different tech come. He was very nice and was going to go out to get some sealant. As soon as I said the word Choice, he said, "I have to burn it". What? Leave? Yes. He grabbed his bag and headed for the door. But why? I asked. He said the techs don't want to do work for Choice warranty. Choice asked why Sears accepted the orders if they don't want the work. Good question. Have to ask Sears.

We bought our refrigerator from Sears, about 6 years ago. It was a Kenmore Elite made by LG. Quite expensive. It stopped working on 12/30/2022 We called Sears Home Services, they came out on 1/2/2023, diagnosed the problem, charged us $875 upfront to repair it. It took more than three weeks for all of the parts to arrive, then another 2 weeks to schedule someone to come out and install them. That was done on 2/3/2023. It is now almost three days after the repairs were completed, AND OUR REFRIGERATOR STILL DOESN'T WORK! No one answers the phone when you call. So, SIX WEEKS NOW AND NO REFRIGERATOR, and we PAID THEM?! Stay away from this company!

Sears has had our money for a few months while a part was on back order so they said. After calling so many times, I was finally told the part is no longer available. Then I was told to get my 432.00 back I needed to email billing. Billing told me I needed to email parts. Parts had me email billing again. We finally got a call and they said that we will get a refund within 30 business days. We should get it refunded to us immediately, not within 30 days. They have had our money for a few months. Please do not use this service.

My refrigerator is an extended warranty.
Since September of last year (so for months now)I don't have a working refrigerator. Seers try to fix the fridge for three months. Finally they told me to order a new one but I'm waiting for delivery for a month. I don't understand why they treat their clients this way. It's absolutely disgusting the date for the delivery was changed four times already

On 11/23/2022 a technician arrived to repair the ice maker which is in the door of the refrigerator. It was determined that the water line was frozen so the technician thawed it out. Water ran into the ice maker and he left. One round of ice was expelled and it froze again. So 2 hours after he left, I called Sears to report that the ice maker was frozen once again. About a week later, I called Sears again because no appointment had been set up for a return call. The technician that came this time determined that there was an electrical problem which could only be fixed by replacing the door! Since the refrigerator was less than 2 years old, I agreed to replace the door for the price of $453. A new door arrived and when the technician came to install it, he found that it was damaged. So he ordered a new door. On the 4th call for this repair, the second door had arrived and the technician said that they had ordered the wrong door. Then he said it would cost an additional $85 ro get the correct door. So after 4 calls, $158 paid for the first visit and $443 for a new door, I still do not have a working ice maker. In addition, I have 2 refrigerator doors sitting in my garage. With 4 days off from work to accommodate the repair schedule and the $600 paid for repairs to date, I could have bought a new refrigerator and it would not have been a Kenmore with an ice maker in the door!

8/23/23 - There's more! This same refrigerator died. Since it is a Kenmore appliance, no one but Sears service would fix it. Repair person came and determined it was the master control board which would cost around $700 to repair/replace. That, in addition to the ice maker which required a new door for around $600, the total for the repairs for a refrigerator that is 2.5 years old would be around $1300. I also learned that although the refrigerator has a Kenmore label, it is really an LG! Piece of trash!

Totally disappointed...I contacted what used to be a trusted brand and got SCAMED. The Sears repairman scamed me out of $95 for a diagnostic that he never did. He did not open anything on my dryer yet he quoted me the price $743.61 for proposed work.
My Service Appointment was for:
Brand & Product
Frigidaire Stacked Laundry Unit
YOUR DETAILS
Your Order Number
**************
Your Service Address
1900 Nw 55th Ter
Miami, FL, *******
Reference Numbers
01-*******
02-*******
Products
Stacked Laundry Unit repair
Dryer cleaning and maintenance

Sears Home Warranty is a total SCAM. On December 25,2022, I made a claim due to having a busted water pipe. I was told that I needed to call to speak to someone due to there not being a service provider in my area. After calling and speaking to an associate as to my busted pipe I was advised that since there is no service provider in the area I would be approved to find my own provider for the repair and all I needed to do was to email them a copy of the paid receipt and before and after photos. I advised them that I had two special needs kids and we needed the repair done immediately. They assured me to get the repairs done and send the documentation back to them and I would be reimbursed. Also, I was advised that I would receive my $100 deductible back but as of today I'm still waiting. I had the repairs completed and sent in requested documentation to only be told that my busted water pipe was not covered and I won't be receiving a reimbursement. When I spoke to someone in the beginning to put in the service request no one never said that the repair wasn't covered. I spoke to them several times and I was never told that the service wasn't covered and the crazy part about it was that they were searching for a provider to come out so it's very confusing! I don't recommend Sears/Cinch home services, total rip off!

Sears' computer system is probably STILL convinced that an oven repair part that a Sears repair technician ordered and had shipped to my house,_and_ which a Sears technician installed in my oven, has not been delivered to my house.

Because of this ridiculous SNAFU, numerous days worth of repair-technician appointments were silently canceled on the mornings they were scheduled to occur, after I had already the day prior to each such appointment called Sears foreign call center solely to attest to the fact that I had in fact received the part the tech was to install (and later, had in addition already been installed!) in my oven!.

Sears foreign customer support, always nauseatingly polite, would each time assure me that they had "added a note" to the Sears computer so this discrepancy would not be a problem in the future, however such (repeated on at least 8 occasions, mind you) assurances were meaningless as the Sears computer DOES NOT READ "NOTES" and Sears foreign call center personnel cannot change any of the facts in the Sears computer that the Sears computer uses to decide whether or not a customer is eligible to receive a repair technician visit (such as, that the customer has received all the parts that a technician is expecting to install).

When confronted with such a Catch-22 situation, one becomes aware that Sears offers NO effective escalation path; a foreign call center "supervisor" will follow exactly the same script as the first line foreign call center script reader, and can achieve no different outcome. There is no way to contact people in the USA who can actually resolve problems.

The only reason I ever was able to have repair tech visits #2 and #3 occur, was due to accidents: visit #2 was scheduled, but 2-3 days prior to the visit, the repair person had to take a day off, which caused a USA-located dispatcher to contact me directly asking if I would be okay with moving the visit to the following day, and I was able to appeal to her that my #2 visit not be allowed to be auto-canceled by the computer. By some miracle, this USA-located person was able to overcome the computer's attempted auto-cancellation and at visit #2 the supposedly not-yet-received repair part was installed by the Sears tech).

In order to actually allow Sears repair tech visit #3 to occur (not be auto-cancelled by the Sears computer system), I had to appeal multiple times to my Home Warranty company (First American, who had hired Sears as a subcontractor). This resulted in the Home Warranty foreign call center person contacting the Sears foreign call center person; a true Tower of Babel situation that only after multiple retries over the course of a week achieved its intended goal of allowing technician visit #3 to occur.

This experience has soured me on Sears Home Services: I would never choose to do business with them (indeed in this case I did not choose them).

"Sears" is a dead company, with it's once good name having been bought at bankruptcy auction by private equity vultures operating entities such as "Sears Home Services" whose primary purpose is to squeeze the last pennies of value out of the name.

Been a long time customer of Sears home services for 25+ years. During that time the level of service has gone downhill dramatically.?What once was a company with stellar customer service has fallen to despair. Eddie Lampert is to blame IMO. Most of the older techs have retired. They were for the most part the only value that they had. My suggestion is go elsewhere for service as I can't imagine that it wouldn't be a huge improvement over Sears. Techs just want to get out of your house as quickly as possible with doing as little as possible. Have had their techs install parts that were not the proper part because they didn't have it on their truck. The electrical part they used was over rated per the manufacturer. Never bothered to order the correct one and replace. I ended up purchasing the correct part and they installed be grudgingly. When I asked the tech to order the correct part and ship to me they refused even knowing that I paid for the part they installed. Call center is in the Philippines. They are just there to make service appointments and close appointments to sell home improvements. Any attempt to escalate service related issues is fruitless. The people at Sears who could provide help with escalating service related issues hide from their customers. Long wait times of weeks or even months for critical services such as hot water heaters, HVAC, etc are common place!

We purchased a Kenmore Elite refrigerator and an extended five year warranty. The refrigerated and not last 5 Years. Is December 19th and we have been without our primary refrigerator since September. There have been three attempts to fix it which is required before their obligation to replace it. Repairman have been out six times, three times the diagnose and order parts and three times to attempt to fix it. So now, having failed to fix it, we are now awaiting their call to begin the replacement process. The servicemen were excellent and did their best but the scheduling to drag it on this long is unacceptable. I also found out that the replacement has to come from Sears.com which has a very poor selection of replacements and they have the option of replacing with refurbished unit. Keep in mind that Kenmore Elite refrigerators are manufactured by LG and are not rated well. Local repair companies refuse to even work on them.

Recent claim, December 2022 for refrigerator repair; water dispenser not working. I paid $75 fee and service tech came to diagnose. He ordered parts and using his cell phone app I selected the next service date to install new parts for Dec. 6. On Dec. 6 Sears called saying my appointment must be rescheduled. Reluctantly I rescheduled to Dec. 16. On Dec. 16, the day they were to come, they called at 12:30 PM saying they needed to reschedule the appointment; AGAIN! This is totally unacceptable. I rescheduled a 3rd appt. For Dec. 23. Not expecting they will show up! I thought I would avoid drama by choosing Sears. Either way I will cancel this warranty! I DO NOT RECOMMEND SEARS WARRANTY! PS. You cannot get a live person and all their customer service is outsourced to call centers...USELESS!

Scheduled an appliance repair through my home warranty.
Day of the service Sears canceled and then lied to me that my warranty canceled it (I verified with my home warranty when appointment was set up, the day of the service and after the cancelation, which my home warranty did NOT cancel, and it still shows active in their system). To top off this horrible customer service call, they then tried to convince me to use their services independently of my home warranty and said they could get me another appointment today.Like I would seriously consider paying out of pocket costs and using their disreputable service.
Shady, scammy and I would NOT recommend at all.

On November 22 a Technician from Sears came to our Home to repair our washer. But he didn't have the parts and he Order them and UPS says it was Delivered to and Office in the town of Guaynabo and sign by a person name Vasquez.
Then all Hell broke lose! The Technician says he never received the parts! He says that Jose Vasquez has the parts then he said his Supervisor is picking up parts! We haven't to this day done any laundry waiting for our washer to be fixed! This technician name is ( ELLIOT VASQUEZ from the town of Vega Baya. I keep calling Customer service and they keep canceling our appointment! They keep insisting that the technician has the parts and he is on his way to our home. But it's all a lies! Today is December 8 2022 and still waiting for repairs!

I've had multiple attempts to fix my dryer, approximately 4 times in all. Three of the times were during the warranty period but were conducted by Sears and the fourth time was under their extended warranty. The first 3 times that they come out previously to fix my dryer, the dryer didn't stay fixed. During each of these visits, Sears did not order any parts, just tinkered with the dryer. After this, the dryer worked for a couple of weeks only, then had the same symptoms which sporadically worked then did not work. On the 4th time, after waiting all day, from 8 am to 5 pm, the servicer showed up 1-1 1/2 hours past the appointment time. To his credit, he checked it out much more thoroughly than the servicers from the previous visits and ordered 2 parts. The first part arrived within 2 weeks, the other part took about 2-3 months and Sear's canceled my repair order since it took too long. I had to reactivate this repair order once the part arrived. The 5th appointment for this dryer (last night) was scheduled again for 8 am to 5 pm. After waiting all day, I started calling their number but couldn't speak to anyone as this was an automated answering system and only had a few options to select. At about 5 pm, the schedule was updated to 6 pm. At close to this time, it was updated again to 7 pm. After this, I canceled as I had a place to be. When I called back the next day, my options for service were the same, 8 am to 5 pm. In a chat, I asked for the repair shop. I strongly requested either a 4-hour block or that they scheduled me either the first or second of the day. The scheduler claimed that he had no direct phone numbers for the Sears repairs shop. I informed the scheduler that if the servicer does not arrive by 5 pm, that I would hire someone else and bill Sear's for the trouble and the wasting of my time. The scheduler then disconnected the chat line!

After this repair is over, I plan to cancel this extended warranty and get one from a competitive company that comes with more services. Sears has proven to me to be the most worthless company that I've come across in the past 35 years. It's no wonder that they are losing their customers, shut down most of their locations, and probably won't be in business for much longer. The founder is probably rolling in his grave! Someone like Elon Must needs to take over as CEO and get rid of the dead weight that is driving this company into the ground. It saddens me to see how this company is doing these days as I remember when they were a top-notch company. I started to notice the downfall after they became connected to K-Mart.

It wouldn't let me submit this review without giving it at least 1 star. In my experience in dealing with Sears on these repairs, do not deserve even a whole star!

I have to agree with other reviewers. I almost would qualify it as a scam. My parents are in their eighties and live in PR where the temperature is in the 90. Their refrigerator is broken since early October. The technician came out late October and was unable to fix it. Since then they've had 3 no show appointments and this last time they rescheduled their appointment to January 5th. So my parents will spend the holidays without a refrigerator. I can't even count how many times I've unsuccessfully called the customer service line but it has to be at least 20 times. They are stuck with this service agreement which Sears is not honoring and I am not hopeful that they will even show up to the next appointment. I am to the point that I might just get them a new refrigerator and forget about the agreement. Last time I called I asked if they would just refund them the money they paid for the service agreement but they refused. I can't believe a company like Sears is treating their customers like that. Two elderly people without the ability to keep refrigerated foods in the house for over 3 months. They offered them $115 to purchase a mini fridge. Shame on you Sears!

August 2 I called Sears Home Service to schedule a repair to my dishwasher. After 4 different appointments ( 2 where the technician never showed up) it was finally determined that the dishwasher needed a new control panel. I have a completely white kitchen and to my misfortune, white control panels are no longer available. I was offered a black control panel which would make my dishwasher functional. I don't understand how they consider this acceptable. Would you drive around in a white car with a black fender? I have had a Sears Home Service contract since 1992, so I imagine I have spent a small fortune of money for them over the years. This has been a horrible experience. I of course will not be renewing this contract and suggest that anyone considering taking out a home service contract with Sears look elsewhere.

I had an appointment for dishwasher repair. Had 1st appointment canceled by Sears so rescheduled. 2nd appointment canceled by Sears. 3rd appointment technician showed but couldn't fix and needed to return (no problem) Sears has now canceled 2 appointments since. Also they give an arrival time between 0800 and 5:00. They don't contact you until noon to cancel. Dont waste tour time. Goodbye Sears no show.