SearsHomeServicesReviews 680

I purchased Kenmore Elite appliances. Very bad decision. As soon as one year warranty was up the display on my microwave went out. Then there was an issue with the refrigerator 3 times! The compressor blew out and I had to pay the labor only of $332 to have it replaced. 2 years later the compressor blew out again and they charged me $640 just for labor to replace it as the compressor is still under warranty. That is highway robbery! Do not buys Sears appliances or use their service to fix them. Customer service is horrific!

A technician came out and found out what was needed to fix our oven door. He had to order parts. We paid for the part and for the first visit. He is supposed to come back to fix the oven door when we receive parts. We scheduled an appt for today. I received a box a week ago with the parts. I waited around all day for him to come at the time we agreed upon (between 1-5). Nobody showed. I couldn't find a phone number so did an online chat. And found out we are still waiting on another part. Nobody called to update me and to reschedule. I thought we had what we needed ( I am not familiar with oven parts, hence why I hired a repairman). It has been two weeks. I finally found a number to speak with someone ( who did not speak good English and was of NO help). She was clearly reading a script. Every time I asked her a question she just kept repeating her script. She never answered any of my questions nor could she get me to somebody who could. I asked to speak to someone else and she literally started her script over. I am so disappointed in Sears and will never use them again.

We went through our home warranty for a dishwasher repair. The first appointment was rescheduled and then once the appointment date came (Oct 2020), our technician ordered parts and told us we were responsible for removing the dishwasher for him to service it. Our next service date was never set as we were awaiting a back ordered part for months. Now, February 2021, I get a text saying I have been rescheduled for service from 8-5. Great, it's finally getting fixed. Kidding, it's not. The technician closed our ticket saying it was serviced and parts were replaced and the job was completed. We took off work, waited around, finally contacted customer service to just reschedule it to find out it it was "completed". I have parts sitting around and no one installing them. Fortunately my home warranty company has since scheduled a new service provider to fix the issue. TERRIBLE TERRIBLE TERRIBLE EXPERIENCE ALL AROUND. Run from this company. Run fast.

I had a garage door installed by Sears with a lifetime warranty. I was very pleased overall with the function of it. I had very few issues with it but today I had an issue when a spring broke and I was unable to open the garage. My car is in the garage and I need to go to work on Sunday and I called because the website states that there is an Emergency Service available through Sears. When I called them they informed me that they do not have that available and that they could only schedule me in for Tuesday. I told them that I needed to get to work sooner and that how would I be able to get to work if I can't my car out? Should I leave the car in the garage and miss work and she said, "Yes, you'll have to miss work I guess!" Now, I NEVER have been spoken to like this by a customer service representative in my life! If I could've reached through the phone, I don't know what I would've done. She was so blatantly rude! How dare she! If this is how Sears handles their customers then how are they going to maintain a good reputation? I regret working with them.

They were scheduled to repair my dryer with a time window of 8a-5p. I work from home and was there all day. I had not heard anything so went on the website and did a chat to ask if the tech (Chris G) was coming. They said he was delayed with a big job and would definitely be there between 5p-6p. At 540p I did another chat and the person said he would be there within 1/2 hour. About 15 minutes later I received an email that said he came and no one was home. Then I received a text that said to have him try and come back call the number on the voicemail. I had no voicemails... no one had called either number they had. When I actually called the 888 number the person said he would report him as he lied (which I doubt they do) and that he would call me in the next three hours. At 8p I got a text that the appointment was rescheduled for the next day. I cancelled it. If they lie about him coming as scheduled who knows what else they will lie about. And, when I talked to someone at the 888 number they did offer me a "free" quote on flooring, siding, roof, or other home improvements as compensation for the error. LOL, why would I want them anywhere near my home now? Be careful if you go with Sears Home Services. They are liars.

Originally, I called because our dishwasher had a leak. A plumber from Roto Rooter came out and said that we needed a new dishwasher. So, I called our warranty company and they set me up with Sears. Sears came and fixed the leak only to say there was a new leak. There was only one leak originally. How could it have developed a new leak while the water was shut off? I feel like I have been duped. Now, I have to pay another deductible! We won't be using Sears in the future.

My ice maker quit making ice on my 5 year old kenmore bottom freezer refrigerator. After diagnosing a frozen valve, the part was replaced, however, it did not fix the problem. However, the valve froze again after making one tray of ice. Sears then replaced a gasket. The problem persisted. After 5 service calls, i gave up and it still does not make ice. I have called about getting a refund however, they only gave me about 50% credit. I don't mind paying the original diagnosis fee, however, i don't believe i should pay for the misdiagnosed part or all the additional tax on labor costs incurred which was about $35. So at this time i am short about $100. I have tried calling the service number and have been disconnected 3 times and have now been placed on hold for over 15 minutes when i asked to speak with a manager. Nothing. Oh and they won't call you back when they disconnect you. Back end service is really bad.

I am telling everyone I know to stay as far from this service as possible. I called late last year to see about getting my window air conditioner cleaned (I tried to take the case off and do it myself, but the screws holding it on were rusted shut, and I thought I'd hire a pro to do it). We take our AC out of our apartment's upstairs window in the winter, and store it in the closet. During use, it fills with water and dead leaves, and I don't like the way that makes the closet smell. The unit works fine, it just needed cleaning. I had to reschedule the service to early January. The online process went well; I was told there was a service charge of $79 to have a tech come out. I was called when the (2) techs were on their way. The caller asked if I remembered that there would be an additional charge for their services, the $79 was simply the fee to get them to come out. He suggested it might be an additional $150 (this made me pause, since all that was needed was taking off the case and vacuuming it out). Then he corrected himself to say that $150 would include the initial $79. They made relatively short work of opening up and cleaning the AC. When they were done, the older (head) tech made a show of "trying to figure out what work code to use for billing". He claimed if he used their more common code, it would put the charge up over $200, so he used a different code that brought it down to a mere $194. (!) When the techs left, I went to take the unit upstairs—when I turned it on its side, more "gunk" fell out (old leaves that had condensed and solidified). So I paid well over twice what I expected for incomplete work. Never again!

As you can imagine, if I have written a bad review of Sears' Home Warranty program, I am very upset with their poor service! I recommend to anyone reading this review, who is contemplating signing up for such service, to save your money and future frustrations/anger by NOT signing up for this product. Let me explain.

I purchased my warranty program #******* on February 21,2020 believing it covered all my appliances. I now understand that this is not true, and even when covered a repair can cost much more than anticipated under a warranty program. I am paying $69.99/month or $839.88/year!
My first warranty repair claim was in August-September 2020 for my hot water heater. I was surprised to find out that Sears does not have its own service technicians, but contracts out repairs, probably to the lowest cost (but probably not near the best) subcontractor available. In my case, they subcontracted to Unimaster that was terrible. After paying a $100 deductible (a surprise to me, guess I did not read contract. Cannot find contract so likely they never sent it.), and having Unimaster's subcontractor assess my problem, Unimaster insisted on making a pending charge on my credit card, for an amount higher than their subcontracted technician estimated. Unimaster insists their technician estimators include up to twelve "Modification Surcharges" (not covered under warranty) totaling $1,245 if all were selected by initial evaluator. It is obvious that, at least in this case, Sears' low-cost subcontractor Unimaster was going to make up any costs by charging me more for "Modification Surcharges" than if I had replaced the water heater outside of Sears' warranty program. Definitely not worth the expense and frustration!

In December, I initiated two claims since I had already decided I would cancel my contract on its one-year anniversary in late January. I was hoping to get my furnace and wine cooler repaired before my warranty expired in the hope that I would at least get my monies-worth from my $840 yearly fee plus $100 deductibles/claim plus extra surcharges not covered under the warranty. However, this is not to be. Sears, a great company, or at least one that I had placed faith in when purchasing "their" Home Warranty program, actually contracts out to Cinch Home Services. So far, Cinch Home Services appears to be a terrible company that I have come to hate. They have unilaterally closed out (labeled as "Completed" on-line) my two recent claims without fixing either or notifying me ahead of time of their unreasonable action. However, they took my $100/claim deductibles that they will not refund! I have no idea why they closed-out ("completed") my furnace issue. The technician who evaluated the problem said my system's thermostat was bad and should be replaced by a simple, low cost switch. According to Cinch's website, this will apparently not happen. I was told by Cinch that after taking my $100 deductible and having a technician decide my control board needs replacing, that my claim is not covered since the contract only covers a primary refrigerator in the kitchen. They state wine coolers are not covered (I thought all appliances were covered), and because my wine cooler is in my garage and not in my kitchen, it is not covered. Wow! I suspect that the control board is either very expensive or not available, so they are generating excuses not to honor the warranty.

I conclusion, I wasted (lost) near $1,000 contracting with Sears, since except for the Sears' name, I really contracted with terrible Cinch Home Services and their subcontractors, and except for the expensive hot water heater replacement, did NOT get anything repaired. I did complain to Sears by email, as well as Cinch, and received a phone call purportedly from Sears Home Warranty, by a woman who spoke broken English who likely worked for Cinch, so I am disappointed in Sears. I should have done my due diligence, as you are doing by reading these reviews, and saved my money but simply contracting with local, reputable firms to fix my broken appliances. Save your money and avoid the frustrations and anger you would otherwise likely experience by NOT contracting with Sears Home Warranty.

The absolute worst company. Do not use them to have anything repaired. In fact do not buy Sears products. This company need to go out of business. They failed to make two service calls. The second time the tech claimed no one was home, even though two people were here, two cars in the driveway, and the front door open. They must employ idiots, and their chat customer service people are clueless. One star rating is more than they deserve

Electrolux Front Loading Washer,

*******861
Sears home services,

First let me state I called Sears Home Services, because of the Name…
So now I know Sears, is not the same company, as when I grew up!
I am so disappointed! A bogus trade call during COVID19, to charge me for a trade call!

Your tech came into my house to look at my washing machine…
He looked at it, spent 5min looking, online for a part, and told me "he thought it would cost more to fix it than what it was worth" he told me all the Electrolux Washers had this problem, but he wouldn't know for sure unless he took my washer apart to see what else was broking… so, he talked me into getting a new washer, and we both agreed, that makes no sense to fix?

He then your technician told me I needed to pay him for the service call? I told him that he did NOTHING but look online for the cost of a part?! For something you could have told me over the phone when I called in and gave the model # and problem... I said the latch was broken on my washer!

When he asked for the service fee, I told him to break down the washer and let me know for sure what the cost of repair would be for me to have it fixed! He looked at me like a deer in the headlights and refused! So I refused to pay!

He did nothing so he will get paid nothing!

I was thinking of taking this issue to the BBB because of how disappointed I was with Sears!

I am really disappointed that Sears is not the same company!

One star is the minimum rating. Don't understand why ZERO stars is not an option.My Schwinn bike had broke down and a repair man came on July 31. A part was (apparently) ordered but it is now FIVE months later and my bike still has not been repaired! I have heard nothing from them even though I have reached out multiple times.

DO NOT USE SEARS HOME SERVICES – My Kenmore Elite microwave oven has been broken for half a year. I have had four service visits with multiple technicians and from my experience it is clear they do not know how to repair the equipment and are simply guessing as to what the cause of the problem is. This company is only in the business of taking your money and hoping the parts they order will actually fix the problem. DO NOT WASTER YOUR MONEY. I highly recommend you find another company with qualified technicians that actually want to fix your problem, not just roll the dice and hope for the best. BUYER BEWARE!

I have a 2 year old refrigerator purchased from sears with warranty. I have been without a working refrigerator for 3 weeks. Our original appointment that we waited for was cancelled, but they never notified us. My husband wasted a vacation day from work waiting for them. We then had to wait for another appointment several days later when. The repair man that came out was very good and replaced the computer board, but another appointment needed to be scheduled because the refrigerator would not keep a cold temp. After being on hold for 3 hours today trying to schedule another appointment, I was told that I now have to wait until 12/24 (today is 12/17). Mind you, I have not had a working refrigerator for over 3 weeks now. My husband ended up ordering a new part himself, costing us $200, and is going to install it himself. Worst warranty ever! Oh, and their call center that we have been having so many issues with is outsourced to INDIA.

Sears came to repair my whirlpool dishwasher on August 21,2020. The ordered parts which did not come in until November 15,2020. They scheduled appointment for part installation on Nov. 30,2020 but never showed up in the 1pm - 5 pm window and they didn't call. I had to call and reschedule for Dec. 4,2020 between 8am - 12 pm and again they didn't show and didn't call. I called back and rescheduled for Dec. 8,2020 and again did not show and did not call. I called and rescheduled again (1-800-4-my-home-- Sears) They could not explain why the tech did not show up and why nobody called) they just kept saying to reschedule that the next time would be different. So I was rescheduled for Dec. 14,2020 and again Sears did not show and did not call. This time I got a supervisor involved and she told me that The "Repair Order was Corrupted", I think that Sears is actually the one that's "Corrupted" because they had already been payed and Did Not Care! Sears knew I could Not cancel payment because it was already more than 90 days so the payment had already gone through. OnHORRIBLE SERVICE!

A technician came to my home stated my furnace needed to be cleaned and parts ordered and that he would call me with an estimate. I paid him by credit card for the service call. Never heard from him again. Called the customer support line and the representative assured me a return call that day. He never called. A month later I receive a bill in the mail for $100.00. I just sent a letter to the company as a formal dispute because according to the fine print any challenge to their billing has to be done in writing. I'll give an update if they actually do the right thing and retract the fraudulent bill they sent me.