SearsHomeServicesReviews 680

Second time in one week that Sears has mishandled my repair request (two different repairs). This is after my mother's central a/c unit failed in August of last year and it took 6 repair visits and over one month to (finally) replace the unit- during the hottest month of the year. For an 89 year-old woman.

It is almost impossible to get through to Sears by phone or online. Many times I have waited on hold for 40 minutes or more, only to be disconnected. During the hold, Sears keeps repeating you don't have to wait, you can go online and chat.

The problem? The chat does not EVER work!

The contracted technicians I have spoken with tell me they have the same issues with Sears as I have- when Sears schedules an appointment, they do not check with the contractor to see if they have someone available to appear on the date given. This is the second time (two different contractors) in less than a wek.

Our 2 year old washing machine covered under the 5 year maintenance plan has died.The service tech came out and said the control panel had failed and he was ordering a replacement. After a week of not hearing anything I called and was on queue for 1 hour and 15 minutes. When the rep answered and I had to gothru the whole scenario, He said he could see the ticket and the parts shout be there in 2 days. Three days went by, called back was in queue this time for 1hour and 5 minutes. The lady that answered said she could see the ticket and was escalating the issue and someone would call me within 48 hours if the part hadn't been located. 3 days went by and I called for the 3rd time checking, Was told this time a totally different story and would have to wait for 21 days before the could do anything. Ask to speak to a supervisor, Was told I was they were busy and weren't available, I ask for one of them to call me back. Was told I wasn't allowed to speak to a supervisor.The store where we bought the washer said they was having the same issue's. Sear's has forgot the meaning of customer service, Not sure why every time you call get a different answer. There customer service is just a call center that dodges taking ownership of the issues, They just make up something to get you off the phone.

Product Review. This refrigerator is a "Lemon". Purchased 11/1916. Compressor went out in January 2019, then the ice maker June 2019, now we have had four services calls for the defrost unit since January, 2020. We are now waiting for more new parts to be installed. Each time a service person installs parts that continue to fail.
Service call 6/29/20. We waited for service and the tech never showed. Called and was told that the tech called us (a lie, we were never called). Now another service call set for 7/9/20.27 days waiting for service. If this repair doesn't work, we are dumping the refrigerator and Sears Home Services that we pay $49 a month for!

Purchased a Kenmore gas range 5 days ago. It threw a f231 error code. I have turned off the power to the range 2 different times and unplugged it. I have a manufacture warranty. The code has come back. I have chatted via messaging with 1 person, and 4 people over the phone over a 3 1/2 hour time period with nothing to show for it except frustration. So Disappointed! I will never purchase Kenmore appliances based on their customer service again. I will let anyone who will listen, do not purchase their items!

Technician was told that the service would be free due to my calling the company and telling sears how unhappy I am with service. Also he agreed to the free service. In the system it said it would be free. I have been waiting and am still waiting for my fridge to be fixed for a month! He left without fixing my fridge. I will never do any business with sears ever again. Sears will not get one more dime from me. The nerve to try to charge my mother 181$ after it was agreed to be free. After my waiting over a month for service to fix my fridge. NEVER AGAIN

A Sears Home Home Services person names Angel came to my house to do diagnostics on my SEARS/Craftsman garage door opener. He did not touch the unit with the issue but instead raised and lower the garage door. He told me $149 for labor to fix the gear + parts for a total around $309 (maybe more) I was in shock and told him the part if plastic. Then he told me that I HAD to BUY NEW SPRINGS OR HE WOULDNT FIX THE PROBLEM. What do you think that's called? I told him no way and then he told me that his visit "diagnostic" today would be $75. I told him he did not do any diagnostics and I will not pay. He left, backed out of my driveway and sat in front of my house for about 10 mins, called me twice and then finally left. I was going to call the POLICE if he didnt leave... AVOID SEARS! FIX IT YOURSELF. YOUTUBE can show you how!

We have had the Sears warranty on our appliances for over 30 years. We have paid the exorbitant fee without reservation until this last experience. We called in to have our television repaired. The tech told us that the part is no longer available, but Sears needs to see if they can find the part and will get back to you after their research. A month went by and no reply. We spent many hours on hold waiting for someone to tell us that our SONY TV is only worth a very small amount. We tried to get in touch with corporate, but the phone number we were given was no longer in service. Finally I got a number that worked and again was put on hold for almost 2 hours. Again was told that someone will be contacting us. FAT CHANCE! Again called in, 2 hours on hold, connected to the wrong department and was transferred. Instead of transferring the call they hung up. So here we sit, still waiting for someone to call us. Please, it's just a phone call. My only advice to people contemplating this option for service is it is great if you like being put on hold, if you're actually looking for a service plan that is honorable and stands behind their promises, RUN!

Bought a KENMORE Refrigerator #*******5711 from SEARS 2 years ago while they were going out of business, I guess I would say I was lucky to have one break down so soon! I just want to write this review to save any of you the trouble of staying away from their warranty and services. While all 3 technicians have been nice, I don't think they have any idea how to diagnose anything, its a hit or miss diagnoses, the trouble of diagnosing and repairing is ridiculous. It will take a week to schedule a tech, then they will guess a part that "may" not be working and order the part. Wait 2 more weeks for the part to arrive. Call another tech to arrive in a week to install part. Fridge still not working, lets try another part, ordered another part wait 2 weeks. Part arrives, call a tech, wait a week, tells me part is working now, wait 24 hrs for fridge "to restart", 24 hrs passed, fridge still not working. Wait another week for a tech to "diagnose" another part with his multi-meter. Parts back-ordered as of today 06/02/2020, waiting till 06/23/2020. I check their searspartdirect website and the "parts" I need are available, it says shipping takes 1 week. What is wrong with this company, no wonder they have run out of business! I expect this fridge after the warranty expires to fail again. I will buy another fridge from Lowes or Home Depot instead. SAVE yourself the time and money somewhere else.

Had appointment for sears dryer repair between 1 and 5 PM. Now one showed no one called, no one texted. Spent almost 1 hour on phone trying to get so information. Got absolutely nowhere. I have experienced bad service before but this on takes 1st. Place. I will never use them again and go out of my way to advertise their total incompetency. Sears should immediately discontinue this service before they go out of business. The once great sears and Roebuck is now on the trash heap of failed businesses. Good riddance to Sears.

Terrible service! Can't contact anyone in authority to get help. They play the phone run around game. They pass you from one representative to another saying they can't help, but the next person can. Sears Elite LG refrigerator. This refrigerator has been worked on many times. Nice looking high priced refrigerator, but poorly built and engineered. Sears Home Services has the worst service representatives I have ever dealt with. Can not speak English clearly, they only answer questions that are scripted for them. You ask to speak to their supervisor, they will argue with you and put you on hold for long periods of time. The Sears Consumer Advocate is a joke. You can be on hold for hours and then they hang up while you wait. Then you call back and they put you at the back of the phone line and tell you they did it. You can't leave a message for them to return your call. Sears Home Service appears to be a highly engineered company that plans never to meet their obligations. It takes minus a week to get them to come out the first time. The tech then doesn't have the necessary tools to trouble shoot the problem. I had to find a magnetic and loan it to the tech to see if a switch worked. It worked and then he had to leave and go somewhere else. He then called back and said he would return next week. They act like what you see on Saturday Night Live TV show. They have great advertisements on how they will take care of you. Once they have your money say bye bye to any service.