SearsHomeServicesReviews 686

Charged 98 dollars for the service call. Told my wife the transmission was bad in our washing machine. She was told the transmission was 700 dollars and 500 for labor. We didn't even pay that much for it when it was new. Out 98 dollars. Never do business with this company they will rip you off.

I signed up for Sears Home Warranty in August 2021 for the Home Appliance Warranty contract. I never used the service, so I can't give any feedback on it. However, I had the worst, very disturbing experience with this company when I attempted to cancel my home warranty.
In June 2022, I received a letter from Sears Home Warranty regarding the annual renewal for the service which would be effective August 2022. In the letter it stated that the only way to cancel is by calling their customer service.
I called the customer service line in June 2022 to cancel effective immediately.
In mid-July 2022, they charged my VISA for $599.88 for the annual renewal of the warranty.
I called the Customer Service line that day to tell them to refund the charge. The first thing he told me was that my service was already cancelled. When I told him about the charge on my VISA he said "yes, I see the charge went through". When I told him to cancel the charge, he said he would return $427 to my VISA. I said "No, you need to return the full $599.88" He said he would only return $427 and if I wanted the full amount, I had to call a different number. I called the number he gave me and it was some sort of survey trying to lure old people into some type of contract. I can't give any additional information about that scam because when I clicked the option that I was under 60 years old, the line disconnected and blocked me from calling back. I disputed the charge with VISA and I will get my money back that way, but I really want to warn anyone who is considering signing up for the Sears Home Warranty to definitely don't do it. The way they conduct their business by fraudulently charging people's credit cards and then hassling them and refusing to refund their money is completely unethical and illegal. I think they should be heavily fined or shut down. I am filing a complaint with my State's AG's consumer protection division about this awful company.

We called them to come repair our stove. The technician did a good job and fixed the stove, but he didn't put the front panel back on properly. Getting through their automated support line was awful. I spent an hour getting passed to four different people. Each person claimed I should call the other department. I finally scheduled them to come back out tomorrow. Really terrible customer service. There is no way I have any faith it would be better going forward.

I would rate Sears Home Warranty and it's company "0" stars if I could. I spent two day and numerous hours on the phone trying to confirm an appointment for service. I spoke to several supervisors who assured me a technician would show up at the scheduled time. NO ONE SHOWED UP. I received text saying "Knock Knock, we showed up and no one answered". This was a blatant lie, in one case I was sitting on the front porch when the text came through. Having used Sears for many years and many services, it no longer performs up to it's reputation. I will never do business with Sears in any aspect.

So my samsung dryer started making this ungodly loud noise as the drum spun its cycles. Called sears for help. The tech Was going to charg 700$+ for 2 motors due to the tech hearing the clicking noise and ASSUMING it was the motors without checking anything first. That's whatever. Them I'm forced to wait 22 days for a service visit that was already delayed a week by sears. Then the tech never showed up as I was outside and waiting for almost 7 hrs. The tech then lies about showing up, left 0 description of the house he "stopped" at. And they couldn't confirm with a Geotab service to confirm anything. Then Sears tried to schedule me another 20 days out after already waiting 22 days for literally anything. So I call sears to complain and even the lady that answered the phone didn't say anything was just silent hoping I'd hang up and go on with something else. Just to be told 5 days after a supposed refund request was submitted that I'd have to wait another 14 business days for a decision to be made by sears. Like how is this "professional" service at all. When I was contracting if I wasn't there within a week and in my designated arrival window my job was threatened. Why is that not for all people who fail their duties?

Guy #1 comes after 2 weeks takes $150 says it's the condenser. Should I order it? Leave ticket open or close it. It will cost $600.
Guy #2 comes out after another 2 weeks. Says you closed ticket so we're starting over. Says it's the condenser and there's a leak which might cost over a thousand to fix. Takes $79. We close ticket.
We ask for a different guy.
Guy #2 calls again after 2 weeks on the given date and now says he will change compressor, condenser and evaporator. He wants to make sure we'll give him his service trip cost. We say okay. He comes out. He doesn't have the right evaporator or whatever. Will take 3 weeks to get it. I'm like why are you here then? He says well I didn't know which one you needed. Oh and now it will cost $1200 without fixing the leak after 3 weeks, maybe. Looking from the experience of other folks on this sight doubt that anything was going to happen. We're just going to save our remaining time and money and get a different brand of fridge.

Really disappointed at how many times Sears had to ask me if I was the homeowner and if I had to consult any other family members to make my decision on getting an A. C. installed. I highly doubt the scheduler would ask a man if his wife was going to be around to get choose an A. C. unit. Had they just asked once, I probably would have let it slide, but I got those questions at least four times (sometimes with slightly different wording) when making my initial appointment for a free quote and then they felt the need to ask me again twice when they called to confirm the appointment. It's 2022; women are homeowners. I ended up cancelling my appointment because I don't want to deal with a company that doesn't understand that women can be financially stable. If you ask me if I am the homeowner and I say yes, that is all the information you need to know.

I have been without a refrigerator since May 30th. The repair guy has been to my house 3 times and has done NOTHING but waste my time, and my mother's The first visit he didn't attempt to pull the fridge out, and had my 77 year old mother pour olive oil on the floor to try to move it. The second visit he SUGGESTED to let it run for a couple of days to allow it to get cold. On the 3rd visit he informs me parts need to be ordered and now it won't be until 7/12. How did he not know parts needed to be ordered, after the second visit? I am so angered because I work, and my mother was home with her aide at the time, so I couldn't be there to address this issue. Not only this but the customer service is horrible. I am totally disgusted, frustrated, and appalled by the
Lack of professionalism and just plain consideration Sears has displayed. I can see why it is no longer in business.

We called for a repair appt. On Sunday, June 26,2022. I spoke to agents about warranty questions and what exactly was covered. I was assured 100% of parts were covered; labor and tax were not, and a $99 diagnostic fee would be waived if we approved the labor and tax estimate.

The appointment was Wednesday, June 29. The tech stated only the compressor was covered. He stated he had to also change a computer board, which was not broken, otherwise the new compressor would not work. We were told the computer board was an additional $671.65 and the final estimate was $1188. 75. He stated that 'Sears reps lie all the time to customers' about warranties. (His behavior/comments were inappropriate and unprofessional from start to finish)- ex> his first words after we said "good morning" were "you know you're going to have to pay today?" and continuous complaints about his company and the brand off refrig) I asked him to give me 5 minutes to contact Sears because they provided totally different information; he rudely stated no and told me to call him once I spoke to Sears and he would come back to get any fees and/or move forward with repairs. He left and then immediately forged a signature on the paperwork stating I declined service and tried to charge my card on file. I received email alerts from my bank and from Sears regarding the charges. I immediately contacted Sears to- 1- ask them to honor what I was told about 100% of parts being covered and deduct the $671. 65. 2-ask why my signature was forged on paperwork. I was transferred over 15 times to different agents who provided conflicting information. 3 agents admitted a mistake was made with the warranty information that had been initially provided to me; 2 agents stated the tech would be reported; 1 stated they order was put in wrong/wrong account from the beginning; 1 stated I would receive a call back from "the back office" regarding my challenged.

Between Wednesday 29th and Thursday 30th it has been absolutely impossible to reach anyone with any authority. My refrigerator is still broken. It is less than 4 years old-bought brand new May 2018 for $2682. 43. I am still storing vital medicines on ice in a cooler.

I took time off work to wait for the Sears repairman to come fix my hot water heater. He was supposed to show between 1:15pm and 2:45pm. At 4:45pm I saw an email update saying I was not home, with a photo of him parked in front of a house that was not on my road, or even my address. I received no phone call, nor could I find a way to call him. I suspect he simply did not want to do the repair. It was a waste of my time and pay. I will never use Sears again.

My GE washer has been broken since February and repaired 3 times. Some parts have been ordered twice and it requires a 4th repair. If your appliance requires a 4th repair in a calender year, the warranty is supposed to provide a new replacement. 10 phone calls, 3 escalations, and lots of frustration later, we have recieved no help. The technician clearly stated in his notes that the machine is "not repairable". Sears claims he was not specific enough and they need him to come back to essentially say the same thing. This... 1 month after telling me 5 times, someone will get back to me in 24-48 hours. I was also told previously that we would recieve our email with the replacement model in 48-72 hours... 3 times. 3 supervisors were emailed about it (one twice). The run around never ends. No wonder they are out of business. We feel completely taken advantage of. Stay away from Sears.

The technician had ordered a part for my washer a week ago. The order status shows Backordered. But when I checked on their parts direct site the product is available. When I chated with PartsDirect he said it appears as in stock but it is web error. But I just tested and was able to order the part ship by next day. Sears Home Services say part not available till June 22. I noticed that whenever Sears ( A&E services) technician comes first thing they do is pull up online manual and order the parts instead of repairs. This happened to my dishwasher also. Last year they opened my dryer and said parts need to be replaced, and ordered parts which took one month. Meanwhile, I engaged a handyman who removed the lint, and get it working till today without any parts replacement. Sears is making money by replacing parts, and claiming money from my home warranty service. I cannot reach any human voice to talk.
Sears corporate management is even terrible. For a service, Sears home services supposed to claim money from my home warrany company. But Sears issued me notices, and even sent collection agency. Their corporate director even argued with me that I am responsible to pay. Then I involved BBB providing them all the supporting documents. Then Sears corporate apologized me and resolved the issue. Please NEVER, NEVER, NEVER use Sears Home Services and Repair for any reason. Decades ago they were very reliable but not any more.

Terrible company. They have so many disclaimers regarding various items plus they send their rate technicians to your home that do not clean up after themselves. Stay away from them. Don't waste money on them. They are nothing like Sears (old brick and mortar establishment). They many tiers below the venerable service that Sears used to provide.

I will never use Sears Home Services again. They have the worst customer service ever. The compressor went out on a 3-year-old Kenmore Elite Refrigerator. The technician charged $169.50 to diagnose the problem on May 19,2022. The labor cost was $560.23 because the compressor was under warranty. The parts were order and the technician was to come back on June 4,2022, to complete the repairs. I got a call on June 3,2022 stating the repair date had to be rescheduled due to lack of technician. The soonest I was able to reschedule was on June 14,2022. I have been without a refrigerator for almost a month now. You only get a voice recording when you call their customer service number. You can never speak to a live person. I would like a full refund and never ever deal with Sears Home Services again. BEWARE NEVER DEAL WITH THIS COMPANY BECAUSE THEY ARE A SCAM..

Twice they were supposed to come to my house, both times they said they missed us and we never heard the door knock. They didn't ring the bell, they didn't call me. And I know they had my phone number. Twice my husband and I have had to take time off work and neither time have they come through. We are very very aggravated with this company and don't recommend that anybody use them for anything