SearsHomeServicesReviews 686

I made the mistake of calling Sears Home Services for an estimate on repairs of my washer. They convinced me to add my dryer for maintenance at $50 but the technician told me it was $119 per appliance, not $50. Because they lied about the cost, I cancelled the dryer service and the service was completed on my washer. One month later, I get a text from Sears Home Services notifying me that my technician would arrive today between 8-5. I never scheduled this appointment. I called their mass call center and the girl I spoke to, told me that she would cancel the appointment. Two hours later and still no notification that the appointment, that I never scheduled, was cancelled. I had to call back and hold for a very long time as they attempted to cancel the appointment that I never scheduled. So much for the items that were actually on my schedule for today. This set my day back by hours. I don't know that calling customer service will make any difference. But, one thing I will pledge, I won't call Sears ever again!

I have found that Sears Home Warranty lies and is untruthful. My initial appointment had them ordering parts and scheduling a service for 5/14. However, the appointment was pushed to 5/20 to allow the last part to arrive. On 5/20, the tech said it was a two-person job and the second tech called out that day, so I had to reschedule. This was a manpower issue since all parts were delivered, confirmed by a visual inspection on 5/20 by the tech.

I rescheduled for 5/23, and it was confirmed in their system. However, I didn't receive emails or texts like I did for the previous two appointments. On 5/23, I spoke with an agent through chat who said my appointment was not initiated because parts were still on order. Despite having visual confirmation and an appointment window on their site showing parts were ordered and delivered on 5/14 for the rescheduled 5/20 appointment, now they claimed parts were still pending for 5/23 and that's why they didn't schedule the crew today. So why was the crew scheduled for the 5/20 appointment Additionally, I kept the appointment status on my screen, refreshing it regularly to monitor the package deliveries as they came in. I checked it yesterday and today (5/23), and it showed my appointment for today with all parts delivered. However, sometime between 8am and 9am, it changed to show parts on order again. Despite this, the chat agent confirmed the parts were delivered but still claimed today's appointment wasn't initiated due to pending parts delivery. This contradiction further highlights their dishonesty.

The chat agent avoided answering how the previous appointment was initiated if parts were not delivered, and yet they scheduled another appointment for tomorrow night, claiming parts had been delivered. This inconsistency shows they are lying and misleading. It appears they rely on people not inquiring too deeply. I strongly advise against doing business with these scammers.

Recommendations for Future Customers

Based on my experience with Sears Home Warranty, here are some recommendations to consider:

1. Keep Detailed Records: Document every interaction, appointment, and status update. Take screenshots of appointment confirmations, parts deliveries, and any changes in status.
2. Verify Information: Regularly check and refresh the status of your appointments and parts deliveries on their website. If there are any discrepancies, document them immediately.
3. Follow Up Diligently: If your appointment is rescheduled or canceled, follow up immediately to understand the reasons. Verify if it is due to manpower or parts delivery issues.
4. Ask for Clarifications: When speaking with customer service agents, ask for specific details and clarifications. If their answers are vague or contradictory, escalate the issue.
5. Escalate Issues: If you encounter inconsistencies or untruthful information, request to speak with a supervisor or escalate the matter to higher management.
6. Consider Alternative Providers: Given the dishonest practices and poor service, consider looking for alternative home warranty providers with better customer reviews and more transparent processes.
7. Share Your Experience: Inform others about your experience to help them make informed decisions. Leave detailed reviews on consumer websites and forums to increase awareness of the issues you faced.

These steps can help you navigate the service more effectively and hold the company accountable for their actions.

I am in the process of trying to get a Sears technician to return to fix my dryer. About a month ago I had a technician come out to my tenant's apt to diagnose a dead dryer. Problem was diagnosed and parts ordered. I paid $750. A month later and two appointments later (the technician never called, texted or emailed to cancel), the dryer sits, still broken and the tenant is upset after waiting twice for a technician who never showed up.
In addition, it's impossible to reach a live agent to vent or get my money back. I believe this is a scam and/or a dying business in its last moments. Please walk away and do not waste your time or money on a very risky venture.

Tech called but called to Confirm that he was on his way. I missed the call but promptly returned his call within minutes the h, Jeremy, never responded to my calls (4 call) several times and left voicemails. This company has the worst scheduling and customer service that I've ever dealt with in my life.

This company has not taken care of my washer. I had to pay in advance for the entire service. Several weeks later it's still not done. I paid over 550 for a repair that I still have no appointment for. I have waited for parts, not even sure if they are here, the technician comes out only to sort of diagnose your machine for some stuff it does not need and then collect the entire payment. Nothing is done. I am here weeks later scratching my head and they put me on some kind of block so when I call I get nothing but a machine. They literally stole my money is what I am feeling at this point. I am thinking of calling my bank and reversing the charge. Complaining that they stole my money. No way to contact them, they have my number changed so I can't speak to a live agent to make an appointment. The phone machine says go to your order online but that doesn't work. Was I literally screwed by Sears. I would have never thought it was possible. But here I am still without a working washer and I have kids and dogs and I need it. So angry I could scream.

Don't buy this service. They do not have a way to communicate with customers and it's really frustrating and useless.

Their AI robot is impossible to deal with. I have been trying to get my stove fixed for three weeks. I have the required part and have paid for the installation but am unable to get a technician over to do the work.

Prepaid over $500 only for the technician never to show up. I see many other customers have had the same problem with this company.

OMG these crooks, I had a service guy out March 23 2024 to check my Fridge which cost $120. The fridge needs a LG compressor replaced per service. We decided to repair the cost was $609.87. I paid the technician on the spot they were shipping parts. The follow up appt was scheduled for April 1st 2024 between 8-5pm well I had a text at 6.30am saying repair appt was confirmed and guess who never showed. Waited til 6.30pm called 3 times during day to get an estimated time for tech arrival - nothing. They said the computer systems had been down since Friday, haha - their text message for appt confirmation was a dead end '500 / please try again in awhile', all week now same message. Well over 5 hours on phone only now Thursday to be told they couldn't reschedule because tech left the repair open. While on the call I logged in Sears.com home repairs it says completed. Customer service rep from India says he put in a request to contact that should happen within 72hrs well don't include the weekend. Anybody need a $1435 boat anchor. Never again! Sears sucks

The "Sears" Home Warranty has become unreliable. They postpone repair over and over. They postpone machine replacements and make you pay for parts.

All around horrible experience. I have been dealing with them since February 16th and still do not have a fixed dishwasher. The technicians have no idea what they're doing on top of the constant rescheduling that is done. I have already taken MULTIPLE days off of work to wait around for their technicians and still dont have a resolution. This business is ran by idiots.

DO NOT use Sears Home Services! Today is the 3rd time they've stood me up! They schedule an appointment from 8 am to 5 pm then say they don't have a technician available and will have to reschedule. I'm on hold right now with a 45 minute wait time. I have a confirmation email with my address clearly listed- and the automated service says there is no repair call scheduled for my address. I've been trying to get my dryer fixed for over a month. They are the absolute worst!

Also GE uses them to "repair" their faulty equipment. After less than two years with my new GE dishwasher, it started acting up. After tens of emails they agreed to send a "service" person to fix it. Sears Home Service sent someone who looked at it for 5 minutes and said it always happens to that model. He ordered parts and said call back when they arrive at my house. A month later and calls everyday to SHS (not a US company or service) they send a guy out two weeks later. Of the 4 parts that were sent, he replaces one and takes the rest unopened. His 15 minute comment was "if it doesn't work tell GE to send you a new dishwasher. 30 minutes later the dishwasher won't turn on. GE said they will send us a $325 "goodwill" certificate towards the purchase of a new GE dishwasher. This is for my $700 purchase. I strongly suggest you purchase nothing from sears or GE and definitely don't let them repair the ones you have. Worst treatment I have ever had in my life. BOYCOTT!

How Sears remains in business at all is shocking. Now they can only scam people with their BS warranty plans. That if you cancel because they are bogus they want refund you and they charge you for it. Disgusting business practice. Do not use them.

I had scheduled a week ahead of time for Sears come fix our refrigerator. They sent me numerous text and emails having me confirm the date (and reminders). I didn't like that the window was 8am-5pm but went with it anyway. On the day of the scheduled repair, I checked online and it said a technician would be there by 8:38am, then when that passed I checked and it said 9:40 am, then 10:30 am. Then after these times passed, it started saying 8am-5pm. I got a call at 3:30 saying they couldn't make it, but could reschedule for next Tuesday. Since I had already taken a day from work, I said "no" and cancelled. I now have to find someone else to fix our refrigerator. Will never use Sears again!

In previous years, I had never had a bad experience with any of the services or products purchased from Sears, until today.
The technician showed up with out calling to let me know he was in route. Then he sent a text stating he would returning between 1:00 - 2:30 p.m. No show, no additional text and no email.
I called Sear's customer service number to confirmed if my schedule appointment was still active. I heard a confirmation for today's appointment.
Later that evening, I received a call to reschedule my appointment for the follow week. I didn't received any apologies or explanations for the long wait or no show.
What happen to the dependable services Sears offered many years ago? When you heard the company's name, "Sears", it stood for dependability and great service.
It appears that once Sears closed their stores, the quality of service went with it. I will never use Sears for any type of services in the future. It's ashame, I had very fond memories shopping at Sears with my family.

My fridge has been broken for 4 months. The first tech ordered the wrong part which took over 2 months to get. I was then sent 2 of the same wrong part. Finally the right part was ordered. It was delivered to me 2 weeks ago. I couldn't get an appt. For another 2 weeks. Still kept getting texts that the part was back ordered- after I already got it. Just got an automated call that my appt. For tomorrow is cancelled due to no tech. Available. Now a text of a new appt is 10 days from now. Can't get a live person on the phone. The disconnect between my home warranty co. And Sears is beyond unbelievable.

Ayrie, came to repair my dryer and quoted over $440. Due to the cost, I was hoping to get reassurance that this quote would fix the issue. I asked him to break it down re parts and labor, he got upset. He asked me to sign automatically. I said I would sign if he could break down the costs (ie one roller vs two, etc) He finally found the page with the breakdown of the costs. When I asked if he had experience fixing the issue, he got very irate with me again. He refused to tell me if he had experience with this type of repair, and said I should talk to Sears. I tried to call sears and got an automated response. Apparently, my asking if he had experience with this type of repair was inappropriate. In addition, when I finally got ahold of a Sears rep (who was in South East Asia), they also couldn't help. Needless to say, I am looking elsewhere for the repair. I am not comfortable spending $$$ without knowing that the person knew what he was doing.

My mom purchased a master protection warranty plan when she purchased all of her home major appliances with Sears in 2008. My mom has been a loyal and faithful customer to Sears for over 50 years, only purchased major appliances from Sears due to their reputation. As of lately, especially since being switched over to this company Transformco, service has gone down the hill and you all have stressed my mom out to the max where I have reported you to the BBB and to the Illinois State Attorney General for potential fraudulent business practice. My mom have paid about $1,400.00 - $1,500.00 every year for all 5 of her appliances. She had to make many service calls in the last year for her refrigerator and washing machine. During the initial point of contact with over 15 reps, appliances were considered unrepairable and were escalated to the admin department. According to the agreement, if the appliance is unrepairable then she should receive a replacement. When she call for service, that's the ONLY TIME they have been quick to respond. Now that her appliances are failing to work after 15 years and she is requesting that they move forward towards honoring the agreement she's been paying on for years, they have sent her through so much and they refuse to move towards replacement. She keep getting the run around over and over and over and over and over again. We have called over 50 times just to make sure they are held accountable to get her appliances replaced. She finally connected with someone who was kind enough, with the compassion given to a long time customer of over 50 years, to assist her and process a replacement for her refrigerator and she did receive that replacement. Unfortunately she's still without a washing machine since October, 2023. My family have been going to the laundromat these last 5 months and the only reimbursement she received was two $50 checks. That's a slap in the face considering each weekly trip to the laundromat is $50. My mom is 79 years old and she did not sign up to receive this kind of disrespect, disregard and lack of concern for her hard earned money. She paid for a service for maintenance of her appliances or replacement if they are unrepairable/inoperable and I am demanding to have them honor their master protection plan warranty agreement and not give her the run around. There's a corporate office location in Hoffman Estates but the only department answering calls is the human resource department. There is no direct contact with a secretary; there's no one to talk to in management to elevate her concerns. This is totally unacceptable and unprofessional. We also believe that they are operating in some kind of fraudulent manner for if they were a true operating business, then she would've had her issue resolved by now. It took 3 months to have her refrigerator replaced and that should never be the case. She's still waiting to have them process a replacement for her washing machine because they can't find all of the parts. In mid January, they miraculously found the last needed part and sent a technician to fix it. She had to call a week later to say it was still not operating correctly. They sent another technician to take a look to see what was needed. He tried to repair it but still needed to order additional, different parts. Here it is Saturday, February 24,2024 and a technician was scheduled to come out and then cancelled on her with a reschedule for Wednesday, February 28,2024. It has been 4-5 months and she's still waiting to have it repaired, preferred to be replaced. Based on the agreement, as long as parts are available, it will remain in the repairable status. Also after 3 service calls within 12 months of the same service issue and it is still not working, She's to receive a replacement. She consistently keep getting the run around and Transformco is not willing to work with her and honor, or issue a request to by-pass their policy and provide her the replacement. We are requesting that an investigation is done with this company right away for based on your Better Business Bureau ratings. Extremely low Google ratings and other complaints, including hers, this company is operating unprofessionally and only seem to make things happen when someone from another entity, like the Illinois State's Attorney General Office, contact's them based on a complaint filed.