SearsHomeServicesReviews 680

Previously I had written a rather scathing review when the scheduled technician just cancelled our work order and said we weren't home. I was LIVID. Today, Dan, a different technician, came out and fixed our dishwasher finally! I am SO happy to have a dishwasher again! I wish the last guy could have just done it but I'm grateful to Dan for his work. Really nice guy too, so I couldn't stay mad as he wasn't to blame for the previous tech.

I had a repair window of 1pm-5pm scheduled today, August 25,2022. I stayed home all afternoon waiting. At 3:10pm I received a text with the tracking for the repairman, it showed would be here by 3:44pm. By 4:20 pm he is not here. I call Sears and they say the appointment is now on August 30th. Apparently the repair guy didn't want to come to my house close to time for him to clock out so Sears just took it upon themselves to move the appointment without contacting me. This is the second time Sears has done this. No wonder they are out of business at the retail level.

Many friends had told me about worst experiences with SEAR home service, but until I faced myself, I could not believe that it has gone so bad from the times I remember. I was scheduled for a technician to come 7 days after and this repair is for my refrigerator in Texas heat and a house with kids without a refrigerator working! On the day of service, I get a text, that Aaron, technician will be at your location between 1-5 pm, I missed going to office, waiting on Aaron and then comes 2nd text message that he is on schedule to arrive somewhere between 1:30 - 3:30 pm and final text - "your appointment has been rescheduled for 14 days after"! Oh My God, How CRUEL, How UNPROFESSIONAL and how UNHUMANE - & then this Sears has guts to sell SEAR HOME WARRANTY services on your appliances - People who are managing this org should be ashamed and should be taken to the court of law for abusing our patience. SEARS - BYE BYE for EVER!

No wonder Sears went bankrupt! I tried to schedule an appointment at searshomeservices.com for my Sears garden tractor. That didn't work, but I did get SPAM e-mails from them afterwards, asking me to schedule an appointment. There was no place to e-mail them, because it was a no-reply e-mail address from them. After two phone calls to them (apparently to India), I learned that "they do not service my area." I then asked if they service ANY towns in Oregon such as Portland (over one million metro population). They could not answer that. After more searching at their website, I found numbers for supposed repair stations near me. However, phoning one of those numbers just sent me back to India. If this is how they treat their customers, I CAN NOT trust their merchandise either. Again, no wonder that they went bankrupt!

I've been paying for a service agreement with Sears for 6+ years covering washers and dryers in 2 homes. Rarely needed service. Now that I do need service, I can't get a return call or schedule an appt. Because Sears Service says there's 'no technician' available. Dozens of calls over 3 weeks to Sears Service has been ignored, and when I can find someone to talk to, I'm told there's not technician available. Then I'm told that Sears will just replace the washer, but they provide no details, follow-up, schedule…N OTHING. They just dodge and weave despite the fact that we've paid Sears thousands of dollars to maintain this Service Agreement, and now Sears just seems to ignore its responsibility to provide the service we've paid for.

I made an appointment on the phone and waited several weeks for the service call for a dishwasher repair. I had to call them again bc they had the wrong address and phone # for me. After being on the phone w/ them for 1/2 hr they finally corrected it. Then I waited all day and the service person never showed up. They rescheduled me for two months out - after I waited another 1/2 hr on the phone! Now, today I waited again for many hours and at the last minute I get a text saying they have cancelled the appointment bc of wrong address, phone #, and ALSO bc they don't service the FisherPaykel dishwasher that I have. This type dishwasher, as well as my correct address was listed on the service order. Go figure. They could have saved me two days of putting every thing else aside so I could be here for them, if they had told me up front about this. Also, they were texting me for a few hours today saying a technician was on the way. Why couldn't they call me instead of texting? They had the right address on the service order. This is just super bad customer relations as well as sloppy, inept handling of scheduling. I will never use Sears Home service again. And if you have a FisherPaykel dishwasher don't let them tell you they will repair it. They can't!

I am a long time (16+ years) customer of the Sears Master Protection Agreement (aka Sears Appliance Plan). While I've had good customer support historically, recently the red tape and circus act, has infuriated me to the point of cancelling my agreement and moving to a more responsive and respectable company. I understand product and part delays due to COVID and I'll flex with the best of us, but I am now officially in a 4-month endless cycle of pass-offs and delays regarding a washer that was deemed unrepairable, and approved for product replacement. I settled on an IN-STOCK washer and set a delivery date (rather lengthy 3 weeks) with the Product Replacement Department. Two days prior to delivery, I receive a call informing me that my washer is not available and they must reschedule. Again, 3 week delivery window. Tonight I receive a call informing me I need to reschedule my delivery set for tomorrow for another week. After making it through several departments (1 hour) I speak to a case worker who informs me I must either wait or cancel and pick another product, they will not provide a cash payout and put me out of my misery. Understand I purchased the matching dryer out of pocket at another store, which arrived in 5 days! His response was that he did not tell me to buy the dryer prior to their delivery. Seriously, excellent customer service! Tonight I learn about hard and soft delivery dates. Apparently a soft date is when the product is NOT in stock, but they are selling it to you regardless. A hard date means it is in the warehouse. Way to bait and switch Sears. Take a look at the reviews for the GE Sapphire washer/dryer and you will see MANY reviews with the same delivery issue. This is how you lose confidence and go out of business. So here I sit, hostage to an unhelpful, imperfect process, WITHOUT a washer 4 months later. UNACCEPTABLE! Honor your contracts, and your word and provide my replacement as promised or provide my agreed replacement as cash value. Next, Shareholder Meeting.

First - the first tech sent comes and just points out that my unit is old. It's a unit that was installed by Sears so I know how old the unit is. Then tells me that the refrigerant is no longer available again I know that. Tell me something I don't know. Pay $100 to tell me what I know.
My unit is leaking water and now the lines are freezing up.
I'm scheduled 8/5 and today I called to schedule a different service. Then I'm informed that there is an opening for later today 8/3 and I took it. 5pm rolls around and no tech nor call. After about 5 or 6 calls I'm told they are over booked so they will not be coming today. REALLY!
Now no opening for 8/5 that i have to wait til 8/8, again sears has no consideration to contact the customer. The operator just schedules me for 8/5
8 and with no help to get me back on 8/5 since they screwed up. WOW!
Really these employees on the phone work with phone skids that really don't help the customer.
Sears really stays away from really helping the customer or replacing items that are broken.

Really disappointed customer

I cant believe the lack of effort I received from the Sears technician. After just a handful of minutes of "diagnosing" my broken washing machine, he told me it could be any of three parts. But supposedly they don't make these parts anymore, so there's nothing he could do. Also, I had already purchased a new control board that I wanted him to try. He said it was possible the new control board could fix it, but still wouldn't attempt to install it. So after just a few minutes, and no diagnosis, I apparently owed him $100 plus a fuel surcharge to pay for his gas...
Do yourself a favor and go with a local technician. Don't entertain these clowns.

I scheduled a service for a repair person to fix our washer. I also bought a service agreement. They messed up the order, the date and other dates. And, it took me a full day to get through to someone to fix the mess. I canceled everything with them. Not worth the stress.

My experience with Sears has been one of the worst experiences I have had in my life. The technicians seem nice enough, but they don't have enough technicians, which puts appointments out a month. Nope, you can't pay to jump the line for emergency service. Now are the techs the problem, or is it the product? Hard to say. Our Kenmore Pro Refrigerator has been serviced for a compressor failure (under warranty) twice now. The first one took 5 weeks. The second time, it was 7 weeks, and the tech was out yesterday and the fridge is not cooling at all. The soonest appointment they have is another 4 weeks out. Apparently 3 months without a fridge is AOK in Sear's book. Poorly managed, poorly run business. They certainly are happy to sell you an overpriced warranty, which they will never stop pushing on you. But actually fix your broken product? Well, they aren't in any hurry. This is because they don't have enough technicians to service demand in a reasonable amount of time. It is all part of their strategy. So count on long waits, high prices, and you are gambling on whether they can really even fix your appliances. I would suggest avoiding Sears Home Services unless you are a sadomasochist.

I scheduled an appointment and was given a time frame and a tracking map. I was fifth on the list. I followed this all day and then it said "You are up next". I was happy and then the tracking map disappeared. I tried to chat with a customer service rep who only wanted to sell me a home warranty plan. He finally said that he sent me technician a text and he would be in contact with me. About 30 minutes later my appointment was cancelled. No reason. Just cancelled. This was for work on a freezer that was not keeping my food frozen anymore. They wanted to reschedule for 2 days in the future. I cancelled the appointment and will never use Sears Home Services again. This is not the first time that they did this to me but it will be the last.

I needed to get my refrigerator repaired. The service man stayed for a little of an hour and said that he was having trouble getting it started. He ran out saying that it was working and charged me. When I checked it shortly after it was not working. I tried to make another appointment and after 45 minutes and six transfers I have another appointment and another charge! What a rip off!

I had a Sears repairman scheduled to fix a leak in my Whirlpool washing machine. I was finding a puddle of water coming from the bottom of the washer. He ran it thru the quick wash cycle & not finding anything pertinent, made some type of asinine excuse that there was a blockage in my pipe & the water was backing up in the release hose. Showed me indications of where the water was backing up. I watched him the whole time & not once did I see any water squirting from the water exit hose. I washed clothes as normal & today I found a huge puddle of water on my floor coming from underneath the washing machine. $188.00 later... now I prob have to call a plumber to really see what's going on... coz the repairman sure didn't fix it.

We have a relatively new Kenmore Elite French Dood Bottom Freezer refrigerator. The compressor went and a non-Sears repairmen referred me to Sears because he said the LG compressors they use have been subject to a recall and the repair would be covered. The part was covered, but Sears still charged me $742 for labor, which was not covered. The Sears repairman who assessed the refrigerator said he had to order the part. Despite the fact that he said they almost all fail, they don't stock them and we had to wait over a week (without a refrigerator or freezer) for the part. Finally he installed the part and recharged the refrigerant. The next day we noted that the freezer was working, but the refrigerator was not. Called Sears back. The earliest appointment was more than a week later. When he came, the repairman said it didn't have enough refrigerant so he topped it up again. Next day, the refrigerator was about 8 degrees colder than it had been, but still not at or below 40 degrees. I called back and was told the earliest appointment was more than a week later. All together it has been over a month. When you try to talk to someone, you find it is impossible to get a live person. All they will do is reschedule appointments and, unlike normal companies, the make no allowance for the fact that they started the repair and due to their incompetence, you have to keep waiting. Any reasonable repair company would be back the next day to correct their mistakes. I will never call Sears repair services again, they are the absolute worst. Also, the repairman was rude and defensive. I guess he's used to being accused of substandard work. Dealing with Sears Home repair Services is like being in purgatory. They're overprices, incompetent, and have zero customer service. I would give them zero stars if that were an option.

I bought a window a/c unit and kept the protection agreement on it. Last year (2021)in April I called for yearly cleaning and because it was not cooling quite as well as it had before. Was told they can't fix it u til it crapped out. It did a few weeks later and tech comes out orders a new compressor and some other parts COVID pushed parts back ( past the 10 working day limit they themselves set) but because they have always done right by me before I tried to be patient. I had missed appointments including one where the tech never rang or knocked at all and then said I wasn't home. I was and anyone who has dogs knows that they let you know you have company. Finally parts are installed in December of 2021 fast forward to may of 22 when I called because it's still not cooling properly they ordered sensors. Got those put in yesterday 7/19/22 and it's not cooling at all. I also live in Oklahoma and work outdoors and they are making me wait until next week so a tech can come out and " order a functional part" so they can condemn and replace it. Sears.com has nothing comparable to the one I had that isn't garbage and I am stuck waiting for the to replace and ship something. You get the phone tag run around. No one speaks English and since they already have your money you can just piss of and die they do not care that me and my dogs have only one room we can be in since the house is 95-100 degrees all except the bedroom I sleep in. ( it's been over 100 * for last week and 1/2 and projected to be that way for the next 10-12 days I'm beyond fed up. And they have the nerve to ask if I want a home protection service. If they can't fix a window unit in a timely manner I damn sure won't let them fix anything else. Save your money and your headaches and stay away from them. They used to be really good and trustworthy but not anymore. RUN FAST AND FAR AWAY

I regret the thousands of dollars I spent buying a heating and cooling system from Sears. The system is not even 5 years old and it broke. I was not aware that I must use Sears for repairs - you will not be able to use any other service but Sears to get the parts covered by the manufacturer's warranty. The service is not free - you must pay at least $89 for the technician to check your system. This is a terrible situation because Sears is not able to provide timely service to customers. I had service scheduled for today, 7/20/22, and the technician did not show up. My husband was home all day waiting for the technician, he could not go to work - the service window was very broad 1pm-7pm. The technician did not even call, then the service was rescheduled to 8/3/22. I was told that Sears has a lot of customers waiting for service and the company will try and get me an earlier date if possible!