SearsHomeServicesReviews 686

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.

Sears home services is the WORST! They came out to the house and charged an exorbitant price to look at my microwave. Service guy only wrote down the model number and said he had to order a part. Didnt even test the appliance. We've been waiting 9 weeks so far for the part. No one can tell us when or if it will ever come. I've called and/or chatted 10 times with them so far. They keep saying they are going to "escalate" the repair order but nothing ever happens. If I could give them a zero rating I would.

Unreliable, irresponsible, won't return phone calls; two months trying to get our stove fixed, they blame Lg

I scheduled an appointment for Tuesday 03/30/21 for a Technician to do a diagnosis on my Samsung Dryer. I took the day off work so I could be home when the technician arrived.

I had an appointment window from 8am to 12pm. At 10:18am I got an update that The technician would arrive between 12:01pm to 1:31pm.

Then at 12:23pm, I get an email that the technician arrived but no one was home and that he had left, attached in the email is a picture of the incorrect House on the wrong street.

I contacted Sears Home Services to have the Technician call me so I could guide him to the right address, but the said he would not be able to make it back out today and would have to come back on Thursday.

I explained that He should still be in the area, and can make it back to my house within the updated appointment time (12:01pm to 1:31pm) but was told that they were unable to contact him.

All in all, poor customer service, and unwillingness to correct a mistake they made. After contacting Sears Home Services, and writing this review, it is 1:02pm (still within my appointment time)

I would urge everyone to do business with any company other than Sears Home Services.

I've had the worst experience with this place! I needed a annual maintenance check, & after they canceled without telling us, I've waited around for 4 hours 3 different times! No call, nothing! It's been rescheduled 5 times since December & I still haven't had anybody show up!

Even one star is too much. We called in Jan 2021 and scheduled on 2/16 but got no show without notification. Called again 2/16 and re-scheduled on 3/11.3/11 got a postpone notice to 3/30. To add to the insult, this appointment was only needed because they did not do the job correctly back in Nov 2020 with their initial repair. The appliance broke down again for the same problem merely after 2 months. Sear repair customer service is terrible. No respect to customer time. No commitment to qualify or timely delivery. We would stick to this one see how long we finally will get this resolved. It now becomes an experiment for us to see how low they can go. Will not recommend using them to others.

I had a technician come out to look at my broken washer. I needed him to send the diagnostic report to my home warranty company, which he said he would do but he never actually did. I called both the technician and the service line for weeks afterward to try to get them to submit the report or at least email it to me, but they never did. I asked for a refund and they denied me. They stole my money. I had to request a different service provider come out in order to get the problem diagnosed for my home warranty.

It's been three months of several cancellations at last minute or just no show after waiting all day for them. Finally a tech comes out and it is a warranty issue. Charges us 169 diagnosis fee and parts to do further diagnosis. Not parts to fix it. Then never came back as said. Called to find out why and they didn't even know. Called manufacturer and they stated we shouldn't have paid for any parts for this is warranty issue. Called sears back to get refund and nothing yet and they just take your diagnosis fee and run with it to never return. And watch what you sign with them and get copies. They do not send you an email like they said they will. I will be taking this further to state level. They are doing this to too many people and need to be stopped.

Sears and they said the light module needed replaced which sounded complicated. When the tech arrived, he did not wear a mask during a pandemic or shoe covers before coming into the home. He spent about 10 minutes inside the refrigerator, fixed the lights and left a bill for almost $400. A few months later, and few more lights
Stopped working. I did some research and the light module it just what they are calling the LED lights. The great engineers at Sears designed the lights so they are in series, if one light goes out, so does the other lights on that side. I was able to find a replacement light online for $25. The light arrived in two days and all you have to do is pop out the old light, unplug it, plug in the new light and snap it back into place. The whole process took me around 10 minutes. Charging $400 is a scam.

Would you like to spend 40 minutes on a phone call that consists of multiple transfers, inept representatives, and ultimately be disconnected or provided another phone number so you can do this song and dance again within the framework of another incompetent call center? Then this is the place!
It only took 3 weeks to reschedule an appointment for my garage door. Nobody had bothered to call or show up for any of the previous appointments. In this 3 weeks, I may have spent 4 hours or more in their maze of representatives to get this scheduled. Progress!
When the day arrived for the visit, the technician came in and tested the opener and the door opened. He said it works and left. $100 well spent! I tried to explain that the issue was intermittent and progressive as we had the same issue with the other opener for the second door. That unit was replaced, but not until it completely failed and the door stopped short of opening only to be backed into by the minivan. Adding a new garage door to the tab in addition to replacing the control. The technician didn't really care to listen to any of that and was quick to point out that the $100 I spent on the deductible was not paid to him. He just didn't care.
At this point I want my deductible back or the unit replaced. Wish me luck, I'm going back into the labyrinth.

This has been an absolute nightmare. Our 5 year old refrigerator broke on January 18. I scheduled the only appointment I could get on 1/25. They came and diagnosed the compressor and mother board were bad. Total repair cost $900. Parts ordered, appointment set.

3 Cancelled appointments until they finally come and put the compressor in on 2/8. Leaves all old parts because they don't dispose of them now. Now is my responsibility to get rid of a compressor!

On 2/10 we start getting an error message ER RF.

Set up another appointment. On 2/11 tech comes back tells me the wrong mother board is in there, takes it out and replaces it with the old one. Said they will issue a refund for the board via check, still have yet to see that.

Fridge never works, still getting error message. Tech comes on 2/18 to tell me now we need a new fan system and it is not from the original problem, so now we have to pay another diagnosis fee and the for the parts, $500. The fan comes, they come and install it on 2/26. The fridge works for 3 hours.

Set up another service call, comes on 3/2 and now tells me they cannot repair it. He said to call and get a refund of the $1300 that we paid.

I call, get the run around and then they offer to give me $700. I ask why not all of it, no explanation given, this is what we are offering I am told. The person I was speaking too had a very bad connection and I had trouble understanding her. I asked to speak to someone else, then they hang up on me. So I call back, get someone else who is another totally rude person, I ask why I cannot get a full refund. He gets angry at me, tells me I have to wait 7-10 days etc. I have no clue If I am getting any money back or not.

I am very disappointed in Sears and the whole way this has been handled. I should not be paying for a fridge that is not working. I honestly hope someone contacts me about this, because we would like our money back.

Sears used to care about the customers. We shopped there a ton and still have tools and other things that are over 40 years old.

This service was expensive and the person seemed like they barely wanted to try. $160 diagnostic just to tell us machines today are not what they used to be. The first disappointment was buying Samsung appliances (phones are good but kitchen appliances are horrendous).
Second disappointment was getting this group to complete the review.

Feb 19,2021 its $169 just for them to walk thru the door without the repairs, I didnt go to wk cause I needed the frig fixed my appt was 10-2pm no call/no text no update on the order. I checked it every 15min till 3pm tech never nothin. After 4pm I checked he wrote cxld. WHY? I called they r clueless. All they say is I'm sorry, they wanna make another appt, sure stay home again after u screwd me once I dont think so. Dont Call Them Find A Real Professional who wants to wk. It's a pandemic and u dont show up that's pathetic...

I had a scheduled service on Thursday, February 11,2021. On the evening of February 10, I received a text confirming my appointment between the hours of 8AM-5PM on the 11th. I took off a day from work so that I would be home when the service person arrived. Checking the appointment link on my phone during the day, it showed my appointment was still scheduled. Around 2:30 that afternoon I was able to call Customer Service to see if they any way of telling me what time I could expect the service person to arrive at my home. I was then notified that my appointment had been "CANCELED" because the service was person was sick. I asked if my appointment would then take place the next day, Friday, February 12 and was told "NO" and that the next available date for my service would be MARCH 11,2021! This is so totally wrong and unprofessional! Proceed at your own risk - there was NO COMMUNICATION concerning the cancellation of service.