SearsHomeServicesReviews 686

I called to set up an appointment to get the belt replaced on our washer/dryer unit. When calling to make the appointment I was clear about the model number, what it was (a stacked unit) and that a belt needed to be replaced. Based on previous experience I wanted to make sure the technician knew so he could make certain he had the part needed and, if additional help was required arrangements would be made. So - of course, the technician showed up (very nice) but without having the information provided. So, had to pay the $89 "estimate" fee to be told I'd have to schedule a follow-up appointment which would probably be another 3 weeks out as he didn't have the part, didn't have an assistant, etc. But had to try and sell me their warranty plan for "only" $49.99 with a $75 deductible covering all appliances. So, basically a $600 per year. I cancelled any further visits and obviously declined their warranty offer. I went on and researched, ordered the part myself online, ordered the replacement part ($7.50) looked at various videos to figure out we could replace it ourselves. Sears Home Services is not the Sears we all knew and grew up with - sold to a company who bought the name. I can't discourage consumers enough NOT to call them.

Had a so called expert who said I needed a condenser put in our refrigerator well it worked for just over 30 days the next guy was watching videos on YouTube on how to test the electrical parts and called someone else they told him I needed a compressor, mother board and inverter board that would have been 1600. 00 or more the tech that was here tested the compressor and said it just needed the boards I bought the boards, put them in 300.00 for the boards they did not fix the refrigerator the inverter board still has the red light on for the refrigerator unlike the inverter board for the freezer it is green so I put in the 2 temperature sensors it is showing the temperature at 50 where it said 38 which was not correct but when I had the condenser cover off I then saw how the guy did not care he melted and burned the plastic in the refrigerator he did not use a shield it could very well have melted wiring in the back wall of the refrigerator from what I have seen and had happen these guys are not experts 2 service calls from them paid for both also paid for the condenser parts and replacement refrigerator still not working to this day

For starters, it took them three times to come and just replace a heating element on our dryer. The technician Gregory put a faulty part in and was extremely rude, leaving my dryer not pushed back in its place so that when my husband came home he had to manually move it. When the second repairman came, he didn't even have the replacement part and made me wait all day and then accidentally sent it to another address. Finally, Gregory came back today and was again rude literally tossing my phone in my face because he didn't want to talk to my husband about the repairs. And even though this dryer has worked perfectly for 15 years, and when he put the new part in it lasted for only two dry cycles, he found a way to blame us somehow for the faulty part.
Add to that, all the calls are screened through other countries with agents who speak very poor English and are not helpful at all. Boy, Sears has really gone down the tubes. Will never use them again!

We had an issue with our GE clothes washer. It started making s noise when my wife was washing our clothes. The next morning I called and made an appointment. It took 3 weeks to find a repair person to come and fix. So finally the repair man showed up and charged us $75.00 and he told us that your clothes washer needs to be replaced. After nearly 2 weeks got a call from Sears Home Services that our clothes washer is no covered, the lady told us that it's your fault and Sears is not going to replace it. The representative told us that it's the owners responsibility. Please tell all your friends and families NOT to get any kind of a service done at a crock, scammer and a bankrupt company.

Bought a Kenmore 500 series washer and dryer. After 4 months, the washer is already making noise in motor area. A tech came out and said he fixed it. Washed a load after he left and same noise is still there... not fixed. Scheduled another appointment for the following Saturday 1/25/2020 and no one called or showed up. Waited at home 5 hours for the tech and missed half a day of work and not even a call to say hey not going to make it. Called today to reschedule and now no Saturday's are available through February 2020. So now I am out $1200 with a noisy washer to show for the money I spent. Last time I am doing business with Sears. I can see why they are closing stores. Lousy products and poor service. If I could give 0 stars I would.

If I could give them minus stars I would. What they don't tell you when you call for an appointment is they will try and up-sale you a maintance service policy on all your appliances. If you refuse to buy it, then they won't fix your appliance you called them on. They told me it would be $250 to fix my dryer, but I had to purchase an additional $50 a month maintanance contract ($600 a year) on my appliance or they wouldn't fix my dryer. You're out the $99 service fee, and your appliance still isn't fixed. I ended up fixing it myself for $35 in parts and an hour work. They're listed with a local address and phone number, but you're switched to a national call center. THIS IS A SCAM! Do NOT do business with Sears!

After waiting all day for an appointment, that was scheduled for 8am-12pm only to be changed after calling their customer service dept to find out where's the tech. Being told that the appointment was now push back to 1pm-5pm. Only to receive a call@4:58pm that he's not going to make. To add insult, customer service states the next available appointment is 5 days later. This insult is on top of this was to be the 5th appointment to fix a Washing machine. I'm so done with company! Already signed up with another home service company that's effective 30 days out and counting... stay away from Sears it's the worst.

Have been having trouble since 11/13/19- today is 1/14/20. I own a ten year warranty on one of their products they installed. The product (garbage disposal failed) and dumped water on our hardwood floors in the kitchen.
I have been on the phone an average of thirty minutes per day being passed around to four or five different departments that tell me they don't handle that problem. I have asked for supervisors who are always busy and I'm told they will call back. Not one time have they called back. It is disgusting that a company treats customers like this. Anyone who deals with Sears is an idiot-

First let me say that the service technician who came to repair the washer was good. The whole washer needed to be rebuilt and it was decided that it was better to replace the washer. Fine, but why would I want a washer that might do the same thing? I was told I could choose a new model. Dandy. I think the goal is to keep transferring you to different departments until you just give up. We finally called the Sears Outlet where we purchased the washer and manager John was awesome. All was well; returned broken washer, cancelled delivery on replacement, and took home a new GE that I'm happy with. New problem... they still tried to deliver a washer (same model I had had been trying to tell them I didn't want for a month) and in the process tore up our yard with the truck. Procedure starts all over again when you try to gel lawn repaired. Keep transferring you to a different department; then someone says they will"escalate" this and would call next day. Of course no call and when you call back you start all over. Finally you just get frustrated and give up. WORST CUSTOMER SERVICE EVER!

The worst customer service, absolutely no one knows how to schedule an in home service call.or how to keep it. I bought a new refrigerator in June 2018. Had to have it serviced 3 times since then due to the refrigerator randomly not staying cool and the freezer being too cold. It was under warranty at the time because it was new. When the warranty ran out I purchased the extended warranty plan because I knew it would break down again and it did. I scheduled a repair appointment for either afternoon or morning so I could take either of those time periods off from work. They gave me a 8 to 5 time frame and I told them it had to be either or. After several calls they told me they would be there in the afternoon on Jan 8 but I got a call that morning saying they were at my door but I was at work planning to take the afternoon off. I rescheduled for the next day, Jan 9 and they said it would be in the afternoon so I went to work in the morning, came home at noon and waited all afternoon only to call and have them say he was there in the morning again. I made several calls after that and everyone I spoke to had no clue on how to contact other departments to find a resolution to my problem. Finally someone gave me a number to call in the morning on Jan 10 to get an approximate time the repair person would be there that afternoon. I was on my way to work and was told that I shouldn't be calling that number that i was given and that the repair person would be there that morning. I turned around and went home planning on going to work in the afternoon because I was assured he would be there in the morning. Well it's 1:00 pm I'm still home waiting. Bottom line I had to blow 1 and a half vacation days the first week in January waiting for no one to show up.
As if that issue isn't enough, why on earth is my new refrigerator breaking down so much in the first place?
Anne H

Techs do not call or show up on the scheduled time. I had to contact Sears to find out about my service repair. I had a scheduled window between 1:00-5:00 pm. When I finally heard from the I was told they could not get to me until 8:30.3 1/2 hours later from my original appointment. I told him if he came at that time he would leave my home late. He was nasty and said I have 2 kids at home I do not want to leave your house late and the reason he did not call to let me know he will be late because he was driving all day. Don't use Sears. I had to call another company,

First, the technicians seemed to know little about my dishwasher. When it quit heating the water for washing, I thought it might be a sensor (actually knowing nothing about the matter) and the tech agreed and ordered a sensor. Giving me at the time a totally ridiculous reason for why it did not seem to make a difference immediately.
But after a month of no improvement, another tech came and guessed it might be the heating element. It was ordered and installed. Then the real problems began. I produced my credit card for payment and the tech tried to run it through a little device he was carrying. He said that it was not processing at the time but that they would send a bill. And send a bill they did. But at the same time, my credit card statement arrived showing a payment to Sears Home Services for the exact amount on the bill. The only difference was that the bill was for service on August 23 and the statement showed the payment processed on August 24. The bill says that all disputes must be presented in writing and they make sure that is your only option by providing numbers that are no longer in service or are answered by a message saying to call during normal business hours, which of course you are already doing. I documented the situation with a detailed explanation and have now gotten the third invoice from them saying I owe the $ 233.78 which my credit card statement shows has been paid. They are threatening a collection agency. Incidentally, the heating element didn't help either and I have since bought a new dishwasher which Sears Home Services will never touch.