SearsHomeServicesReviews 680

I had Sears out on Oct 2nd for repair. They said ordering part and ording a second part in case i may need it also but think is just panel. Will be back on Oct 23. Got one part the electrical panel only. Called as had someone here as i work. They said not on schedule as second part not in and just because repair man says that does not mean you are scheduled as you have to call in. You wait forever to get through when ever you call i was always on line for over half an hour. Told to call Sears Warranty service as they should be able to help me as it has been over 20 days. Another call and long hold time as they cannot transfer you from appointment center. They said will have someone out today on Nov 2nd between 10 and 2. When no one called me by 11 i called to see about the repair man. They said i was not on schedule to have repairman as showing one part not in. Now it has a month. Called Warranty again said we will have someone out Friday. Same as before you say i am not off Friday and they keep saying i have Friday. By saying you have Friday again and again does not change the fact i was off today they were to come today. I said i need someone today. They said have anothe contractor out today. When they called me said they cannot come out today. I had this same long time issue with my washer. I do not or will not recommend them to anyone. They are so hard to reach and unreliable. Any other repair service must be better.

Avoid Sears Home Repair, it is a terrible company with no one accountable for anything. I spent 35 minutes on the phone to a call center in the Philippines just to get an appointment. Then no one called or showed up. Then I spent another 45 minutes trying to get another appointment and the agent said that they had no appointments in the near future and hung up. This company should be investigated by the Better Business Bureau or a class-action lawsuit should be filed against them

Washer would not spin repair man came out charged me $367.10. Washer did not spin 4 days later. This was Sept 11 Sears said some one was coming back between 1 & 5, no one came no one called. Sears refuse to refund me my money, saying someone have to come out 3 time before a refund is given. I refuse to wait all day for a repair person that don't show up or call. All I want from Sears is my money back. Had to contact a lawyer to get $367.1, don't care, I will not let Sears have my money.

We waited all afternoon for the technician to come for our 1:00-5; 00 appointment. At 4:50 I contacted customer service to get a status report and they told me he would be here at 6:30. About 15 minutes later I got a text that he is on the way without stating his ETA. He never knocked on the door (we have dogs and would have known.) We never got a text saying he had arrived. He then sent another text about 10 minutes later saying he missed us and we would rescheduled us two weeks from today. I immediately contacted customer support and they said that he left the area and could not turn back. It seems clear that he didn't want to work beyond 5:00 and therefore did not ring the bell, knock or turn back. I will NEVER do service with this company again. I waited over ten days for this appointment. I could have had my refrigerator fixed by now if I had went with a more reliable company.

I have waited since August 7th for a part and trying to get reimbursed from my original part on July 29th. It is now October 8th and have called so many times for a credit. I am always told Sears will call me back within 24 hours. Horrible customer service and the engineers we also horrible. My husband had to help the first tech to put back my freezer. The second tech told me oh the first person should have ordered 2 parts to fix this. My freezer is still broken and I have now gotten the credit cards companies involved. Don't use them! Your calls go to another country and they have no clue how to issue a credit without transferring from person to person. I am rating this no stars!

We have had a Sears Warranty for a few years and this last time we called to setup a check of our Boiler be fore the season we were given a 6 hour window which no one came nor called to let us know what was going on as to our appointment. When we called we were transferred over 5 times and on the phone for close to two hours. We canceled our Warranty policy due to the VERY POOR Customer service we received and was told that we would have to pay a cancelations fee of $25, even thou we were cancelling due to failed customer service. I strongly recommend if you are seeking a Home Repair Warranty with good customer service to STAY AWAY from SEARS.

I purchased a riding mower from Sears and at the time of purchase I also added a three year warranty. I've started to have problems with the mower and has requested a service technician to which the schedule the appointment but never show up. I am highly upset because this is not what I have paid for. I am trying now to get my money back for the warranty that I can't get! My advice is don't do it!
Horrible service! I will never again purchase from you! I have been trying to get help from Sears since July!

With 2 Kenmore appliances, I had to go with Sears Home Services for repair, but on both occasions, the technicians could not offer me repair estimates - dishwasher control panel isn't made anymore; dryer guy blamed the issue on a clogged dryer vent, but even after having the vent cleaned, the dryer would not light and stay lit long enough to dry anything other than tea towels - and when I tried to get the dryer guy to come back, they couldn't assure me he wouldn't charge me for a repeat diagnostic fee. Skip Kenmore as a brand and definitely avoid Sears Home Services like the plague.

Took out a service contract on 7/29/20. Technician came to the house to fix my Refrigerator. It took 3 weeks to get the parts and was told that they would be down in the next few days to repair. On 9/18/20 6 weeks later a technician finally showed up. Fixed the fan in the refrigerator and then he had to remove the Ice maker which was frozen. He stated he had to leave to go to another job and gave the Heat Steamer to my Husband and my husband got the ice maker to defrost himself. The technician promised us that be would be back in the afternoon to reolace the icemaker with the new part. He never called or showed up. Called the service dept at 6 pm and they said that a SERVICE MANAGER would call me from sears the next day. No phone call and have been on the phone with Sears for over 2 hours with no results. No management has called and they want me to reschedule an appt another 6 weeks from now. They are a scam and Fraudulent company. They suck you in to buy a Service contract and then there is no one to service. I will be canceling my service contract with Sears. BEWARE If they dont have the service technicians to do the job maybe that should not be servicing Appliances or any other home improvement.

I've been trying to get a dishwasher fixed for 2 months under the Master Protection Agreement. The phone lines are undermanned and when someone does answer they cannot help. The last call I made told me the average wait time was over 900 minutes! I've not reached anyone who has not forwarded me to another number. *******899, *******836, and *******320 are the current ones I'm using to chase down why it's taking so long. If you do purchase this agreement you will soon learn their hold music is horrible, that they are experiencing a large number of calls right now, and that they appreciate your patience... and on it goes.

Unbelievably poor customer service. I ended up canceling my service and just buying a new dryer rather than deal with they. New dryer was more than the repair but worth every penny to not have to deal with these unprofessional jerks.

I had a very nice technician come to look at my dryer. He said he needed to order a heating element and a sensor and they would be mailed to my home, with another repair service scheduled for 2 weeks later. 2 more weeks without the dryer. Ok. Fast forward a week and a half, and I have only received one of the parts that was ordered. Not wanting the repairman to arrive without the parts needed to repair my dryer, I called their "customer service" for the status of the item. They said that it looked like the part had been cancelled and that they would look into it and get back to me, which they never did. I called this morning to check on it, and got the runaround again. I asked to speak with a manager and they transferred me to someone in parts. This person said the part had been cancelled and I would have to wait until Thursday when the repairman showed up and if he needed it, then he could order it then. Which would mean I would have to wait another two weeks to get my dryer repaired. I asked why the part was cancelled, they said they did not know. I asked them if they could just order it again, and they said no, the technician would have to call. I said could you call the technician. They said no. Could I speak to a manager? No. Could you escalate the issue? Sure... transferred me to parts. I sat on hold for an hour and a half just to repeat the same cycle. Super rude too. I hung up, called back and got a different rep. He managed to call the tech. The tech called and I missed his call, but he left a message saying he did not know why they cancelled the part. I could call customer service and ask them why. Jesus. So I call back and all you ever get is a call center in India where they have no authority to do anything but log your call and tell you that someone will call you back in 48-72 hours, but they never do. I also tried to reach them on Twitter... they will have someone call me in 48-72 hours. I emailed them and got no response at all, but I am sure they will have someone respond to me in 48-72 hours. All in all, I spoke to 6 different people and spent most of my day on the phone and they could not even tell me why the part was cancelled, or order me a new one, or guarantee that it was not needed. They said I would have to wait until my appointment to find out.

I have already paid for both parts, even the one that was supposedly cancelled, so now I get to try and get my money refunded from them. Should be fun.

I cancelled my appointment with them, got online, and bought a new dryer from Lowe's. $200 more than repairing my old one, totally worth it to not deal with these clowns at Sears. I wish I had checked reviews before calling them, as you can see from all the comments here, you should never deal with them.

This is the worst customer service we have ever received! It takes a month to get initial service appointment and then they cancel on us day of! They have done this twice to us now! The second time we had the appointment rescheduled on us, they says it was because we weren't home. This is a lie because both my husband and I work from home and have a ring doorbell to prove no one came to the door! It had now been over 2 months since we have had a working refrigerator. Never buy anything from Sears! They are awful!

We pay $53/month for the Sears Home Services Home Warranty Program, which is supposed to cover all repairs/replacement of appliances, except for a $75 service fee. On August 3,2020, our gas dryer stopped generating heat. They sent a guy out on August 7, who charged us $125, tightened the door and left. This did not fix the problem. The next guy came out on August 11, said he wasn't sure if they could get the parts, but if they couldn't within 2 weeks, they'd replace the dryer. Since then, we can't get an answer -- nobody knows if the part's even been ordered, nobody can tell us how long this will take, the service guys say we have to talk to the home warranty people, the home warranty people say we have to talk to the service guys, everybody says they'll have someone get back to us in 24-48 hours via call or email, and then no one does. It's been more than a month without a dryer, and there is no end in sight. They've previously had a class action lawsuit against them, and you'd think they'd want to avoid another one, but apparently not. Stay far, far away from this company.

I requested service with Sears to fix my dryer that was no longer heating. The dryer is 2 years old and the technician said the heating element needed to be replaced. My concern is when I 1st contacted the company I was told there would be $129 service fee which would be applied to the total cost of the repair. Little did I know that meant it would be added to the cost of the part and the exorbitant amount charged for the service labor. A 15 minute replacement of the heating element cost a total of $338. To offset the cost the technician suggested I could purchase their warranty program. I think not. Please beware when you're told about a diagnostic fee, or service call fee, it will be added to your total bill and no part of that will be deducted from your total cost. I could have purchased a new machine for $338 or put that towards the cost of a new machine. I called Sears while the tech was here and was told it was the technician's fault. Poor guy was using their software to calculate the price...
Seniors beware.

Extremely poor service. Last year Sears did sales on duct cleaning $99,00 for 10 vents. The technician arrived and quote $1,600 for the job. I refuse the service. This year they are running the same special. I made an appointment for August 21st with window time 9 am-12 noon. The technician did not show. I made numerous calls to the 703 339 58-88 phone number and to the tall free number and I was assured that the technician is running late but the service will be provided. Meanwhile the technician calls me, and I recognize his voice the same phone number 202... from last year. He wanted to reschedule the appointment even if Chris, Lisa, and Samantha kept saying that the driver will show. At the end of the day the appointment was rescheduled for August 28 with same window time. At 10.33 am I made the call and Chris assure me that the tech will be in 22 minutes in my house. After 12.15 I called again, and Chris kept lying and even did not care that I am upset. Later the driver called me and offer me $800.00 for the service. He remembers my house well. I do not know who oversees Sears home services, but it looks like it is operating by a big mafia. Shame on them!

I was about to go off about my technician not showing up for the scheduled appointment I made two weeks ago. What's the point though? Looks like everyone here has a similar story. My fridge is under warranty, not that I can actually get it repaired. Chat is useless. I talked on the phone with some nice people who claim that my technician is still en route, despite being 2.5 hours late. I legitimately hope the guy is not dead somewhere, but he's not showing up or calling. I think I'll just hit YouTube and try to figure it out on my own. I need a fridge that works. Customer service is over people. We'll tell our kids about it someday... I remember when you could schedule an appointment and someone would show up...