SearsHomeServicesReviews 686

I have a Craftsman riding mower. Its 2/3yrs old + kept in a shed. It looked very good a couple months ago-no missing parts, no damage, everything in good working order.
Then I called Sears repair for a relatively minor repair-it needed a new carburetor. Sears billed me up front- it was pricey but not outrageous - and the tech had to order parts and return.
I was out of town when he returned to actually do the work. He was nice enough to put the mower back into my shed + lock it as I asked. Unfortunately, he left the plastic side panels off the tractor and he left them laying in the grass under the shed overhang. Of course I ran over them with the blades engaged not realizing they were off(who is that lazy?)
After a friend wrestled the mangled plastc, I discovered that the belt(s) had been stretched and the mower had other new issues now as well
I called Sears. I asked for a different technician and was told that it was against their policy, they were sending the same technician back our to fix his error(s). The tech came out, ordered parts(including a belt and a new side window) and then returned yet again once the parts arrived.
This time, the belt was fine but the window didnt come, he ordered(i was charged $32) the wrong part. I never saw that part again and havent been refunded
When he was done, the tech nicely locked the mower into my shed. I never thought to check anything. Two days llater when I got it out I realized that now I had the missing window AND a long black cord hanging down over the left pedal and snaking over the blade guard on the left.
It also doesn't work- the blades do not engage. My belt slipped off a few min after running rhe tractor. Apparently, the belt was not replaced because its SUPER LOOSE
Sears Repair was supposed to come here today. I waited from 8am to 3pm. At 3pm I got a text telling me they cancelled my service call
Oh, my parts disappeared with the tech. If they got returned then I should get credit.

After calling them they refer you to another party and you have to call the.
After calling the third party they gave me a time for 0ne week later. When the service person came to my house he mentioned that he has to order a part. He left and I did not hear from them for one week.
After one week I called them and they mentioned that they ordered the part and will be ready next week,
So far we were without dryer for 3 weeks and if they show up at the promised time for one more week.
4,5 weeks for fixing a dryer, Crazy...

I have worked with Sears in the past and was very satisfied with their services. However, they are now sending out people to work on appliances to do just enough to get you to pay this expensive service fee and extra for parts, but to no satisfaction for the client. I feel they need more experienced service techs to get the job done the first time and stop trying to rip people off, because after sending a new service tech who provided more details a second time, he claimed I needed more parts which would almost equal to the price of a new refrigerator, but couldn't guarantee it would even work past one year! Of course, at this point I requested a refund which took two weeks after threatening to consult with my attorney regarding this matter.

The name used to speak for itself! Please don't get confused, this company should just gracefully bow heads and give it up! I'm a home owner and I love my warranty company! Had this one for my auntie, they just ripped her completely!

The ONLY reason I give them two stars instead of one star is that when you call their phone you don't have to wait excessively long to talk to a rep.

I own a three year old nice, expensive, Kenmore refrigerator. Nice until it stopped working. The compressor, and approximately $500 part, has, according to my local very trusted licensed appliance technician had failed and needs replacing. The warranty says that for 10 years Kenmore will replace the part under warranty. Just the part, not labor cost. OK. But they will only supply the part if it is installed by their own certified technician. They refuse to send the part to me or my tech. This is in direct contradiction to the warranty language with says NOTHING about it has to be installed only by their certified tech to get the part under warranty.

Wait, it gets worse:
# They can't get their tech out to me for three weeks.
# The tech will charge $129 to tell me what I already know.
# I called Sears home service to try to get an estimate of what the labor would cost to install/replace the compressor. I got a run around passed off between different departments, but none of them could tell me that. I've probably spent a useless frustrating hour on the phone.
# The phone reps are unable to give me any way (phone, email, chat) to directly contact any real service tech to get even a guesstimate of labor cost.

And the final nail in my coffin is that the earliest they can get a tech out to me is three weeks. And then the tech is only coming out to do a diagnostic and estimate. No promise about how long to do the repair.

By the way: This refrigerator was sold by Sears, branded "Kenmore", but turns out it was manufactured by LG. It turns out LG has had a lot of compressor failures. I hear there may even be a class action suite regarding that.

Do not purchase anything from sears or their master protective agreements for your products. I have been with them for 14 years and have had excellent service. This year has changed. I renewed my policy on 15 April 2021. They have lost my records, My products under warranty were missing from their records and they cannot be reached for repairs. They are doing repairs through 3rd party contractors who are incompetent as well as the incompetence of their staff at sears customer care services

If you don't mind wasting most of your day only to find out that they have arbitrarily canceled your appointment go ahead and do business with Sears! Sears requires that you give 24 hours notice before canceling an appointment, yet they've not the same respect for your time. I never received a message that they were canceling. I had to go online to look at the status of my appointment when no one showed up after I'd waited for 6 hours. I called Sears to complain, they said they called me, but I'd hung up. There was an unidentified call, I answered, but no one was there, no message was left, no further attempt to contact. The service agent was very rude. When your appliances need repair ask around, find a local person, and avoid Sears like the plague. I will never do business with them again and will actively encourage all that I know to avoid them.

We have been with sears home services for well over 15 years and since they've filed bankruptcy the quality has gone downhill. Our washer has been broken for well over 3 months and we have the warranty. The first repair technician said he would have to order 5 parts to repair the machine. We waited nearly 3 weeks for parts, once they arrive we contacted customer service who informed us more parts will need to be shipped out. Again, another 2 weeks. The parts arrived and we have an appointment scheduled, the technician never showed, so we contacted customer service only for them to say we never called them THEM to confirm if we would be home... WAIT! COME AGAIN? If we made the initial appointment with you and set a date and time, why do we have to call and confirm an appointment? Isn't that supposed to be the other way around? Fast forward nearly a month later, the washer is still broken with a mountain of parts sitting on top of it! Today, 9/15/21, the tech comes out (lovely individual by the way) and lets us know that the amount of work needed for this repair requires two men and the job cannot be completed with him alone. He even went as far as reaching out to individuals on his end to rectify the situation. HOWEVER! THE WASHER IS STILL BROKEN AND AT THIS POINT A NEW MACHINE NEEDS TO BE PROVIDED IN ITS PLACE! This household has well over 7 individuals in a multi family home, nearly $150/week to wash clothes! THIS IS OBSURD, WHY ARE WE PAYING FOR THIS SERVICE IF REPAIRS AREN'T FULFILLED?... SEARS, TAKE ACCOUNTABILITY AND FIX THIS WASHER OR REPLACE IT! PS... THE NEXT APPOINTMENT WE CAN RECEIVE FOR A TWO MAN REPAIR IS OCTOBER 4TH... YES I DID SAY IT WAS 9/15... ANOTHER MONTH REALLYY!?

We have had Master House Agreement for over 30 years. Had repairman come and fix pump on dishwasher; fine. Now dishwasher does not dry correctly. Cannot get repairman to come, Sears will not call me, will not schedule repair, wait forever to speak to someone (over two hours) without response. Have paid for Agreement; do not think it wise to consider renewal and would not recommend. Individuals are great, company is less than desirable

My AC unit went out last year (June 2020). Called Sear Home Warranty they had me pay the $100 deductible right away. The company they sent out couldn't repair the unit so it needed to be replaced. Needless to say after having (2) different units installed and 6-8 service calls and $1430. 00 more unit finally worked. Now August 2021 unit shutting off then stopped working. Sears charged me $100 service fee, repairman came out couldn't fix the problem. Sears made me (2) service calls after that and failed to show up. I called to cancel their service and guy tells me if I cancel I will own them $330. This company is a joke and I will never do business with them again. PLEASE STAY AWAY FROM THEM

Hi,
I would like to express my immense dissatisfaction and disappointment regarding the experience I had with Sears Home Services on 8/27/21.
The technician replaced an ice-maker on a GE refrigerator per my request, a problem that had been already diagnosed, so they brought the part with them.
Start to finish, it took the technician a little over twenty minutes, including the time needed to get the part, going from the seventh floor to the truck parked across the street, and back up again!
The total for the job was $516.80, of which over $382 was for labor, which equates to almost $800 an hour for labor!
This is daytime robbery in my book, and I'll be sure to share my experience online through as many reviews as it takes.
The technician himself was baffled as to why the company was giving him that price as the cost of the repair and even tried to talk to his bosses to lower the price, which they refused to.

My experience with Sears Home Services is extremely poor and I would not recommend that anyone use them in the future. I had a simple dishwasher repair needed, parts were ordered and a day later received an email that the parts were going to be delayed. Mind you, the original repair date from the date of diagnosis was two weeks. After contacting them to cancel the order and refund my monies minus the diagnostic fee, I kept getting the runaround, and was transferred about six times to some call center. Sears has refused to initiate the refund request (and the parts haven't even shipped!) and I am now taking this matter up to the State Attorney General's Office. I would recommend that no one do business with this company.

Sadly I paid for a service then when I wanted to use it, they wanted me to call Samsung because half of the washer was still covered and the other 1/2 was not. What is a warranty service if I have to coordinate everything. So we cancelled our service after 5 years only used once. Just not worth it.

My experience with sears service is extensive. 2 years ago I was without my refrigerator for 3 months. Now it's my washing machine. Appointments are difficult to get without waiting more than a week. Parts are back ordered. Scheduled appointments are not honored. Promises of reimbursement for losses are lies. I would never purchase another sears protection agreement.

Sears Home Services for appliance repairs is simply the WORST COMPANY I've ever used if you have a problem. They sent a "technician" to repair my refrigerator and this tech was simply incompetitent and ordered parts which were no longer made and not needed (I know because I had a 2nd tech also check and correctly diagnosed my issue). I spent more that 4-hours on the phone with Sears "Customer Service", Sears "Repair Department", Sears "Resolution Group" and never talked with anyone with the authority to understand and correct the mistakes made by this tech. Sears management hide their identities, contact information, email contact info, etc. and force you to deal with their outsourced 3rd world call centers how have absolutely NO authority, will not esculate the issue above them and simply hang up on you. AS I SAID EARLIER, SEARS HOME SERVICES IS ABSOLUTELY THE WORST COMPANY I'VE EVER USED WHEN IT COMES TO CUSTOMER SERVICE! AVOID THEM OR USE AT YOUR OWN RISK!

This company caused me so much inconvenience!
First issue: a technician came and made wrong analyzis which was fixed by second technisian (who came to install the parts ordered by first technician) and it took 2 weeks in between;
Second issue: second technician added additional part and they didn't provide it for the whole month;
Third issue: when I got the missing part within 24 hours and fixed the dishwasher on my own, they didn't provide me service reciept for week or more. I contacted via chat and phone and they kept saying "it will come in 2-3 days".

Sears repair is the WORST! When my refrigerator was sporadically shutting off then coming back on, I was given a repair date of 10 days out before a third party repair company (A&E) could make a house call. When I accepted the assignment, as I had no other choice, the third party vendor didn't show up on day of repair! That evening, they sent a text to reschedule for another week out! Currently, I have tried for over a week to get a repair for my dishwasher which I purchased from Sears. The assigned third party vender (Winding) denied the assignment and the Sears software doesn't give reps the option to re-assign the work order. I have called repeatedly and have been told this third party must decline the work order. I reached out to the third party vender and they had nothing open from sears! UGH! I could go on and on... but I will spare you! Please - don't use Sears Home Services for warranty!

So far thad 5 service calls on a refridgerater for a leak. Made first call in February 2021 and it's August and I'm still dealing with this issue. What good is a service contract? This will be my last contract with Sears!
Asked 3 times for a service manager to call me and was referred to worthless customer service. I'm done with Sears!

We had Sears Appliance Repair come out to fix our 2 yr old dishwasher. It's been 5 and a half months and not only is our dishwasher still not fixed... the technicians have damaged it to a point that it can't be repaired now and take no responsibility for their actions. Not only that but they flooded our sub flooring to the point where it was flooding our basement floor and pouring down on our brand new dryer and their response to this was to say "it'll dry up eventually" and leave. So after 5 and a half months... 5 home visits... 1 cancellation the day of... and one no show... we have a irreparable dishwasher, scratched floors, a flooded sub floor and basement, and a water logged dryer. And the reason they have been there so often is to fix their own screw ups from the first appt. On. So far they have installed a new motor with an old seal that they put on upside down. Ordered a new seal and cracked the tub basin trying to replace the seal which caused the floor flooding. And if u have any issues u are directed to a call center in India where they do nothing but transfer u around out straight our hang up on you. NEVER USE THIS COMPANY!