SearsHomeServicesReviews 686

Washer broke. I called Sears home warranty to come out and look at it. The man ordered a part and got me to sign for the home warranty. I waited for months for a part. No one ever contacted me. Every time I would check to see if the part was available it was on back order. I attempted to cancel the warranty and cancel the part/service after 4 months and get a refund on the product. It is now July and I haven't received the refund on the part that o never received and they wouldn't refund the warranty fee. I am out over 500.00 having received no product or service. It's called theft

Worst home warranty to have. We pay a automatic fee every month. I paid a additional 75.00 fee to have a appointment set. It was to be on Friday July 2 2021 with Air Force 1 out of Marshall Texas. Nobody contacted me to say they were not coming out. I contacted them they kept my 75.00 appointment fee and have yet to provide a repair person to fix my washer. Their corporate office is closed today July 5 2021 it's Monday not a holiday. Sears sold this out to Cinch worst customer service, no repairs no response. It's so bad I'm canceling after years of being a customer. I've bought another home warranty with another company. I will be fighting to get my 75,00 appointment fee back since nobody showed up or responded in anyway. Save yourself money and aggravation. Go with American Home Shield, American Residential any other home warranty company. This one SUCKS!

The technician was very unprofessional and incompetent, he arrived at 8:45pm to my home the first day. He took more than 15 days to fixe my fridge then left me with a water leak behind the fridge.

I have been dealing with Sears for the same repair since January 2021 when I paid in full for a cook top to be replaced. Its almost July 2021 and the work has not been done. They say covid but I have had appts where they where no shows. Can't call a supervisor, they promise one will call you back, that never happens. I have sent emails to *******@searshc no response. They continue to switch you to different departments. It's sad that this company has got this bad I'd rate them less then zero if there was an option. Sears used to be my go to but now if they didn't have my money, I would have canceled this transaction and found a reliable company.

Sears farmed my home warranty to Cinch, and they support is horrible from both ends. My downstairs AC was not working and my upstairs unit was fine. The first Sears AC tech had been here a year ago, and there was a mysterious short that took out my downstairs breaker. This time there was a mysterious short that took out both the downstairs control board and thermostat, and the exact same breaker damage on the upstairs unit, that had happened to the downstairs unit the last time that tech was here. She left to go get R22 and we figured out that the upstairs unit had stopped working. Learning from her last visit I had spare breakers for both and quickly replaced it. She eventually returned and could not figure out that the BURNING SMELL was from the board that blew up in the unit, because she kept INSISTING the upstairs unit was the downstairs unit. She left claiming there was a short. We requested a different tech, he came out and ordered the part and left. After 2 false starts and another week, he shows up to blame me for the wiring, the short, and refuses to do any work, because the other tech THAT WAS CLEARLY HIS "GIRLFRIEND" said it was all my fault. I had not worked on my own units in more than 7 years due to health issue. I had a contract with another company before Sears, and the documentation to prove it. The tech threatened me, IN MY OWN HOME! Needless to say we are asking for a full refund for the cost of the Warranty. We'll have the unit fixed and start with a new company. Do NOT EVER trust Sears again. It isn't fraud, but they are damn close. Sears, apparently wants to follow K-Mart into bankruptcy...

One of the worse companies i have ever had to deal with. Cant correctly fix things, blown appointments but keep pressuring me to buy their warranties. Dont walk - RUN - from these folks. Wish i would have read these terrible reviews first

I have been shuffled around by 21 people and no one has had the knowledge or know what to do with my situation. It is unbelievable! I am with a home warranty company. They contacted Sears and sent them to fix my washing machine. Michael came out, piddled a little with our washer and ordered parts. He left after hanging around my house, on his phone for one hour. He could have left after 15 min. The parts came, Michael came back, wrong parts. Had to order other parts. Was supposed to come back and never showed. I called my home warranty company and asked them to offer the job to another company. They told me they typically do not do this but after hearing my story they sent another company. They came in, laughed at the parts Michael ordered and I quote, " If he bothered to look inside, he would have seen these parts are incorrect." This company ordered the correct parts, came back and fixed my washer (within 4 days). Michael stretched my washer fixing for 3 weeks. I was billed by Sears. Talked to a woman who called me and asked why I hadn't paid my bill. I told her my story and she was going to deal with it. SHE DID NOT. Next I get a letter saying this is my last before being sent to collections. I called the good old Sears 1-800 number and they shuffled me around as mentioned before with NO results. I finally contacted headquarters and spoke to a gentleman, gave him the EXACT same information I gave to the 21 other people who conveniently could not find my name or my contract claim. This gentleman took my information, put me on hold for 3 minutes and came back saying it was taken care of and would not be sent to claims. He also gave me my Michael ID number in case I want to file a complaint, WELL, I have a claims letter in front of me as I type. It was NOT taken care of, I had to pay so as to not ruin my credit. SOOOOO, I now want my refund ASAP. This company DID NOT provide a service nor fixed my machine. I am beyond upset and will take legal actions if not responded to and send me guarantee information that this has been

This company has such inept service representatives that only have in a small box knowledge of problems that need further help and Sears truly needs an overhaul. Sears used to have a good name, now I cringe when I hear someone say Sears.

Service order *******... June 4th 2021 after a 2 week wait serviceman shows up collected his check wrote numbers and ordered parts. June 11th - got ONE part, Service man said cant fix it with out parts so he went to another job. Next schedule June 18th. NO PARTS, NO SHOW, NO CALL, NO TEXT, NOTHING! I called them... After 55 minutes on hold he said his system went down and I should call back tomorrow. I called again. Now I am told parts were ordered on June 11th and should be delivered June 25th. When I receive the parts I am to call and they will schedule my next appointment. And to put icing on it... when you call *******443. You get some woman who wants to sell you a LIFELINE. You know, that thing you hand around your neck. And there is no way around it. Please, don't hold your breath until I recommend Sears Service. I have included my work order if you want to check it out... NEXT EPISODE
Today is June 21st. I received the second part today. I was told to call Sears to schedule an appointment to have them installed. I called just after noon and wait on hold for about 10 minutes before a computer told me the wait time will be 97 minutes. I GAVE UP! I'LL CALL LATER! When I called about 3:30 the computer told me the wait time was 118 minutes, let's just call it 2 hours. I gave up. I called Total Protect, they are the company I have my home warranty with. I was hoping to get some results with out a 2 hour wait. After telling Jen about my dilemma she said, "Let me see what I can do". She got me an appointment this Wed June 23rd. Apparently she knows shortcuts or talked to the right person to get me this Wed time. Total protect is a good company but their help is not something to say anything good about. SEARS. It's time to move them out and find someone new.

Get appointment support
In support of CDC Contact Tracing, if someone in your household develops a confirmed case of COVID-19 within the next 14 days, please make us aware by calling us at *******443.
Hero.
ACCEPTED SEARS SERVICE ESTIMATE #*******
Service date:
6/11/2021
Brand & Product:
GE OTR/MICROWAVE BUILT-IN
Service Order Number:
*******
Service Unit Number:
*******

COST INFORMATION
Maximum authorized limit $253.10
PARTS
Part Name Microwave Thermal Cut-Off
Status Ordered
Quantity 1
Cost $21.15
Part Name MAGNETRON AS
Status Ordered
Quantity 1
Cost $81.90
Parts Cost $103.05
Tax (State) $10.05
Coupon $0.00
Total Parts Cost $113.10
LABOR
Labor Cost $140.00
Diagnostic Fee $0.00
Coupon $0.00
Tax on Labor (state) $0.00
Total Labor $140.00
TOTALS
Part Total $113.10
Labor Total $140.00
Grand total $0.00

PAYMENTS
Pre-Paid Amount $0.00
Total Amount Collected Today $0.00
Amount Not Paid $0.00

APPLIANCE INFORMATION
Merchandise OTR/MICROWAVE BUILT-IN
Brand Name GE
Model Number HVM1750SP1SS
Serial Number HV*******B
Service Requested Repair
CUSTOMER INFORMATION
HOWARD RAINES
618 S OLD SEVIERVILLE PIKE null
SEYMOUR TN **************
*******@HOTMAIL.COM
TECHNICIAN INFORMATION
Technician ID *******

Have been using Sears for many years. That relationship is coming to a close. Oven broke. They sent a part... broke. Rescheduled for two weeks later. On the day of the appointment they cancel by a text (no explanation). Now have to wait another week. Would you spend $5000 to have this kind of service... I didn't think so. I wonder if this part of Sears is going out of business too? STAY AWAY FROM SEARS HOME SERVICES!

They are absolutely the worst I have ever dealt with. I am so sorry I purchased my Kenmore Elite Refrigerator online from them. The fridge is only 2 years old with a bad compressor. Love the Fridge hate the company! Left me for days without my Fridge the people that schedule you can't even understand them their English is also horrible, when they finally scheduled me and arrived the tech arrived at 9:00am and left at 12:30pm and could not finish installing the compressor Left my Fridge in the middle of the kitchen floor with boxes from the compressor's and bag of parts on my counter and said that another tech would take his place that tech called and was supposed to arrive but he was taken off the route so no one showed until the next day with out my knowledge. Lost 1- 1-/2 days of pay and about $700 worth of food with no reimbursment. Called a million times to complain and sent emails SEARS DOES NOT GIVE A CRAP! Try calling Corporate Good Luck. They Closed there stores, they should SHUT DOWN Completely.

I would rate -1 if i could! My home warranty recommended Sears for my Dryer and Washer repairs. It took Sears over a week to get to my house, and forced me to make separate consult appointments each for the dryer and washer. They ordered a slew of parts for both and scheduled two return visits 2 weeks out. Again, they wouldn't address the washer and dryer at the same appt. I took the day off of work and the repair man was a no show. Never called to reschedule or anything. I called Sears today only to find out that my work order was not scheduled because apparently there are backordered parts. Again, nobody bothered to inform me of this. My washer appointment is scheduled for tomorrow and I'm told that also won't be scheduled due to a back ordered part. So it's been nearly a month, I've lost 3 days of work and $$ going to the laundromat. I'm told I'll have to wait until parts are no longer on backorder. This is beyond unacceptable. I bought my washer and dryer with Sears and I can assure you I won't be doing business with them again. Their approach to providing quality service, or any service is slim to none. So if you are retired or unemployed and can afford to wait around for someone to get around to telling you when they'll show up, Good Luck with that. 1 month in and I am no closer to being resolved!

Normally, I would never write a review about a company, but their service is absolutely horrible. Several times I have been told that our technician would be within a certain time window, the first few times, they were delayed by two hours. Wanted to reschedule only to be told they don't do service on that day. Rescheduled again and was told that they would make sure the technician was there within the time frame, but yet, here we are again 2 hours late with no phone call.

We had an appointment for a freezer/fridge repair for May 24 between 1-5 pm. No one showed up or called by 5. We checked with online chat. Appt moved to 5:30-6:30. At 7 still no tech. Chat tells us our new appt is June 2. Near impossible to talk to an actual person but when we did we were told our appt had been cancelled and the soonest they can get here is June 2. Simply appalling lack of customer care. They cancelled the appt without any notice at all, after our scheduled appt time, and would not make any efforts at all to get someone here.

Sears Home Services is a ripoff. They charge you 49.99 per month for the service then when you have a repair, they charge 75.00 (non refundalbe) for the tech to come out. Well I needed repair on my oven door and the tech came out and looked at the oven and said someone would be in touch with me. 2 days later I get this email.

We have had the opportunity to review the claim for your RANGE - NATURAL GAS. While we are committed to providing our customers with the best possible service, coverage is subject to the Terms and Conditions as outlined within your Agreement.
The technician reported: The door hinge is physically broken.
After careful review, and in conjunction with the Terms and Conditions of your Agreement, we must respectfully decline coverage for the following reason: The home service contract does not apply to failure due to abuse, misuse and/or neglect.
Please refer to your Agreement:
Section IV. GENERAL EXCLUSIONS AND LIMITATIONS
Wherein it states:
2. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as, without limitation: abuse, misuse or neglect; improper or insufficient maintenance; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
We regret that at this time our decision cannot be a more favorable one and we look forward to serving your needs in the future.
Sincerely,
Claims Authorizations Department
AB
When I contacted Sears Service Dept and told them the hinges were not psyhically damaged the hinges broke because of use, Sears said since there is rust on the hinges it can't be covered. They gave me the option to get a price for the total repair from Appliance Pro and pay for it to be repaired. I asked if the 75.00 will be applied to the cost of repair and they said no it's not refundable. This just doesn't make since to me. It's a racket.

6 appointments - finally on the 6th some showed up to tell me my washing machine was fine even though it continues to leak everywhere. So I have waited home for six days and still nothing is repaired.

I must start by saying they do have really good technicians. But when it comes down to customer service the head manager who oversees Honolulu. Dont give a rats $#*!. The technicians deserve more pay. They have a terrible training program. 5 technicians have left within 5 months...

1 star cause it won't let me submit with 0.
I am about as unhappy as any person can get with their "service" and customer care
I have been schedule with Sears Service since April 23rd for them to come on May 12th. I got a confirmation from them and reminders for almost a week before the 12th that they were coming between 1pm and 5pm. On the 12th I received the same reminder, after that I received another reminder that they would be here between 12:38 and 2:08. The technician tried calling me just after 12pm, I was not able to answer but called back almost immediately and left a message. After 2:30 I called and left the technician another message. I checked the link in the reminders my estimated time has now moved to 3:31. After 3:30 I check the link and the time says 5:21 (how is that between 1 and 5? Especially with no communication). Now it's after 5, the link has removed all mention of arrival time and still says they are coming between 1 and 5pm, no one has contacted me. So, I call their customer service. They transferred me to someone else. They transfer me back to customer service. The response that the technician is dispatched, "oh, it's after 5:21"," I'll send a message to dispatch and they'll call you" supposedly either that night, in an hour or the next morning. NOTHING. I call back. Customer Service (if you can call them that and if you can get thru their menu to a person) gives me no information, she can't because it was scheduled thru my home warranty, not sears home warranty. I do end up getting out of her that I am reschedule for 2.5 weeks later... when I'm out of town, again with no communications. Finally I just asked for her to answer for her for her company... why didn't the guy show up? Why didn't anyone call me? Why didn't someone let me know I was rescheduled? (She tried to get me off the phone before telling me that). She could/would not give me any answers, told me to call my home warranty company (who has nothing to do with Sears service and managing their appointments). She would not put a supervisor on the phone..."I'm in India so I can't...","…. Can't because of COVID" BS!
How is that customer service?
Why would anyone choose Sears Service when they don't show up and don't communicate or help you after the fact?
Unfortunately I am stuck with them because of the type of service I need.
I'll let you know how things go on the 28th…. When they show up and I'm not here because they won't even change that appointment.

I grew up with Sears stores and Sears outstanding appliances and service department. I will, however, never use the Sears Home Service system again! After scheduling an appointment to have our dryer repaired the very nice tech told us that he had to order the parts, but scheduled an appointment for the following week to come back and complete the repairs. On the day of the return appointment, no one showed up and there was not communications (phone, text, email) about any change to the appointment. After calling, I discovered that the system is that they (SHS) orders the parts, has the parts shipped directly to our home (was never told this), then after the parts arrived we would have to call and schedule a time for them to return. In our case, it took almost three weeks for the parts to arrive (they are scheduled to arrive today, and then we will have to call and see what sort of time slot SHS has available for their return. What little communication that they instigated was almost always inaccurate – emails with inaccurate dates, apology coupons sent that had already expired, etc. Complete lack of communication, no customer service – the people you speak with on the phone are well versed in following the script they have been given – and no regard for their customer after you start using their ‘service'. Very disappointed in what Sears has become, and will definitely not be using them again or will not be recommending them to anyone

Somebody came out to diagnose my dish washer. He started it and stopped it twice and concluded that it needed a circulation pump, and the repair would be $850! I had already tested it myself and knew that this was not the problem, when I mentioned this he said yeah it could be something else as well! And that will be $89 please. It took me an hour of googling to figure out what the problem was and a $20 part from Amazon fixed it. They're clearly not interested in fixing anything, just take the $89 and run.