SearsHomeServicesReviews 686

Had a refrigerator break down and called to get a technician appointment scheduled. Spent 30 minutes on hold to start the call, representative kept trying to get me to buy a home warranty instead of scheduling service. Once I was able to schedule the service, the technician who did the work was not knowledgeable about the product. Paid over $500 for work that did not fix the issue and a leaving remark from the technician of "Well, I replaced several parts, so we'll see what happens". Have tried 3 times to call sears regarding the issue only to be on hold for over an hour each time and never getting to a representative. Never using them again and would never recommend them to anyone.

Worst possible coustomer service I've ever dealt with. They hang up and schedule you for dates you tell them you won't be home. They keep you on hold for hours not minutes and when you don't hang up they'll hang up on you and not call back. The technichian that came to my house just ordered parts without looking if that was the issue. It will be over a month at least before my appliances are repaired. I challenge the to contact me back. They have my information just respond. Just terrible,

Starting with our first contact with the Maintenance technician:
He came in and did absolutely nothing with our dryer and charged me for the repair, diagnostic and piece prior to the actual repair of my dryer. He did not open the dryer to assure us that the issue he was assuming it was is the ACTUAL ISSUE.

Second contact was with Customer service that escalated this issue to billing and assured me if things like this continued that Sears would do what was necessary to protect their customers.

Third contact supposed to be the repair between 8am to 12pm. We get NO update from our technician letting us know they will be late. We call and you hang up on us. Time is money and you all have wasted multiple days of our time.

Sears Home Services has an organized effort from the technician to their "solutions" department to defraud all consumers.
On June 1,2019 I had Service Order to perform a repair on my Kenmore Ice Maker.
I printed a coupon off their website on the internet that offered 20% off an in-home repair on a kitchen appliance (parts and labor) with an expiration date of 9/30/2019.
When the technician arrived, he put a "code" on the coupon to validate it and came back with an explanation that the coupon had expired the day before. I questioned that but decided to just take it up with Sears when the work was complete.
I had issues with an overcharge on the cost of the part and a $300 charge for labor for 1 hour of work; however, my main issue, and the one that I consider to be fraudulent is the fact that the technician refused to honor the 20% discount.
I took the matter up with the "solutions" department and was told that once the work is done, there is nothing they can do. I said to them, what did you expect me to do, punch the technician and demand my discount. They held firm on refusal to honor the coupon.
I will pay for their outrageous service and part but would like to take the 20% off the $525.07 as is owed to me. I would think that Sears would just credit me the $105.14, but they said it is not possible. It has been turned over to my credit card company as fraud. I may not be successful, but the fraud representative has an appointment with them next week and I'm sure that will be lost business.

Besides having to wait at length for parts to arrive. The service technician broke the corner off my digital dryer panel, said it must have been broken before by me! Next my washing machine had been leaking like a sieve after putting a reasonable load in and wouldn't wring out. The first washing machine technician said there was NOTHING wrong with it, that it all checked out. I then put in a load after he left the same thing happened. I called sears back they sent a new technician that found three things wrong but he couldn't locate the serial number on the machine and couldn't fix it?!? I have always had the same machines they have always serviced! How now can he not find the serial number?!?! Therefore he couldn't fix it?!?! In the meantime he said he'd research it. I heard nothing back for 3 weeks! The warranty states if they can't fix it they will replace it. They did not honor their warranty. I then had to buy a NEW washer and dryer and I purchased from sears however they did not help me in any way and I paid over $2000. 00 to replace what I had! Disappointed?! That's an understatement! I cancelled my warranty which they charged me a $25.00 fee to do! Seriously? They should have refunded my warranty or replaced my washing machine but they did not!
I will NEVER recommend Sears Home Warranty! The Majority of Service Technicians are not experienced. They don't care about the customer and do not know how to repair machines effectively. Sears Home Warranty does not honor replacement if their product and did not offer me a credit voucher toward the washing machine and they should have honored their warranty that I paid for and expected them to honor because that is what I was paying for. The Better Business Bureau will be contacted by myself as well.

Terrible service.
I have been on hold for over lhr today and spent 4 days trying to get thru and schedule apt. I still cant get thru they claim busy and send me to chat line then i wait there and iam idisconnected!
Then incase you dont know there is only one or two repair people in certain areas so it takes two weeks to get someone out!
Get this the spikes that hold dishes and cups in your dishwasher are considered non essential and are not cover!
Going to better business to get money back last time dealing with them.

I had my roof done through sears, work was accomplished in a reasonable time even with working with the weather. The crew or subcontractor appeared very dedicated. I purchased the best product and warranty. Upon completion part of the package was a third party inspector look at the roof. I tried to be here when he inspected yet he was pretty firm that I didn't have to be there and didn't work with my schedule. I guess he noted a few issues and the crew came back. But none of my leak issues.
Within two or three weeks we had severe thunderstorms. Needless to say I had three leaks in my roof. I did have my own independent guy look at before the roofing crew came back to inspect and repair the leaks. He found exactly what the contractor found and what they missed and the third party inspector missed. A mid section row not nailed down and only partial caulking around the flashing of the chimney. That's poor work and so much for third party inspections.
Now there is the issue of the two ceilings, I've called the sales rep, he contacted the office. I contacted the office and spoke to Jenny who I've spoke to since the beginning. It's been three weeks and I've yet to hear from sears. They probably think I'm going to go away.

Be cautious!

A Zero Not even 1 Star... would be appropriate... I've had a Riding mower that has need servicing and a new front tire since beginning of Spring. I've taken 2 separate days off work waited! Waited! Waited! No show. No call... two days off from work... so... reschedule 4 more times on a Saturday... guess what? No call no show. Each time they just send an email confirming reschedule of the home service... are they kidding! People work... I order a treadmill from Sears in Between the first 2 "NO SHOW" appointments. I Cancelled the order. So done with SEARS

The first tech was pleasant and seemed to know what he was doing. I paid for the service and parts and was told they would return once the parts arrive to complete the service. Parts came in and I contacted to get service scheduled. On the service date my 10 year old went out to meet the tech who then gave him a card and left as he supposedly assumed there was no one 18 home.

I called (furious) and rescheduled. Took the day off to be there only to be told by the first of 3 Techs (after 45 minutes) that they could not do the work as the first tech ordered the wrong part and the needed part was no longer available. Please note washer is only 4 years old. He stated I would get a check as I originally paid by check and that it would arrive in 7 to 10 days. This was on 5/23/2019. It is now 6/13/2019 and I still have no check.

Called and was told by call center employee that the refund had not been processed and I would have to wait. I asked to speak with a supervisor and she told me that I would have to wait and if I was not willing to wait then I would not get my refund. I asked to speak with her supervisor and she refused telling me she was the highest that i would be able to talk to and again repeated that I would have to wait to get any return at all. NOT a company that I will ever do anything with again.

I called to have a service person come to my house and fix our washing machine that we've only had for 2 years, spent $1,700 on and suddenly it broke. The service was scheduled to happen yesterday 06/10 between 1pm and 5pm. I took off work to be there for the appointment. No one ever came. I called in at 4:30 to see where they were and the automated system advised my service man would be there between 5pm and 7 pm. No one ever came. I call this morning to see what happened and the automated system tells me my appointment is set for Thursday 06/13. My question is Why. Why wouldn't they let me know something has changed? Why didn't they call me at all and why am I losing money and wasting my time with this company? Save yourself the headache. Call a different company for your repairs and don't shop at Sears there product was and is a piece of crap.

Had an appointment with a technician with a four hour window. I was contacted 2 mins before the end of the four hour window stating they technician would be late. When I contacted them to complain to a supervisor, I was told they were busy dealing with a customers and one would contact me in 1-2 hours. After 2 hours I contacted them again to complain and after 20 mins when I finally got into contact with a supervisor, he disconnected us. The level of unprofessionalism and lack of customer service is extremely disappointing for a company as Sears. There is no reason any customer should be wasting 6+ hours of their day waiting on Sears to do their job and no attempt to resolve the issue.

A technician came out to repair our dryer. He took it apart and found the problem. He told us he'd order the parts and when they arrive in 2-3 days he'd come back to install the new parts. The parts arrived in 3 days and 5 MISSED APPOINTMENTS later I still do not have a working dryer. Yes, 5 NO-SHOWS and Sears says they can't do anything about it nor will they reimburse me for the original fee. I took my business to ABT and will never use Sears again. You shouldn't either!

I purchased the warranty for my washer, had to call for repair, the repair guy shows up ( short Barney Rubble looking fellow) attitude sucks, doesn't want to be working, doesn't want to answer an questions you have, he does the contract repairs for Sears and Home Depot in South Jersey... I can't blame Sears for his actions but they need to know that this guy has a piss poor attitude ******* is his Id number and he needs to find another occupation. He really acted like a miserable sweaty grease monkey, and I requested that he never return to my home again. I will be contacting the warranty company and also letting them know I believe he is stealing parts because he told me the machine needed a new belt, he ordered 4 parts and when he came to repair the dryer ( same guy, Barney Tubble I mean Rubble) he had 2 of the exact same parts delivered and he took the extra one instead of letting me send it back. He was upset because he came out and couldn't make the repair all of the parts he ordered that he was going to steal were shipped, but the one he needed to do my repair didn't come, so I called the company on him and now he can't return to my home ever again and they are going to send a different repair tech! He is so busted!

I have try to pay $100.00, this been going about 3 hours today. Your robot can not understand me, try to talk to an associate but not helpful. My Kenmore has not being repaired. Very bad service and treatment of customers, no matter how apologetic the associates are on the phone. Not people friendly. In all consciousness I can't recommend SearsHomeServices to anyone. The departments have no communication. It has been an all morning ordeal, *******1459 no answer 30 minutes wait. Thank but not thanks.

My opinion regarding SearsHomeServices is that they are a scam - my experience in one word - FLEECED. If you want the same result, but wish to save yourself time, energy and major frustrations, just flush several hundred dollar bills down your toilet.
I have never been compelled to write a bad review for a company until now. Here is the journal of my experience (I know it is a lot to read, but it is worth the time to educate yourself)...
3-4-19 Tech came out (as planned and on-time) to diagnose and service our washing machine. He said that the sensor that detects if the barrel is spinning was not contacting it, so the machine would shut down the spin cycle and not properly drain. We paid $346.57 for the service call, part and labor. A lot, but less than a new machine and we did not have to spend the time to diagnose/fix it ourselves. The tech tried to hard sell a monthly appliance warranty plan but we declined. He kept saying how it would pay for itself if just one thing went wrong, but when you added up the charges for the plan, plus the charges involved in their coming out under the plan (not free) it did not make sense for us.
Well, when we proceeded to use the machine, the exact same problem was still there.
So we scheduled a follow up visit and took another day off work. The same tech came out on 3-29-19. This time he told our family members that it was going to cost $500+ dollars to replace a board. When our family member looked at the quote it also showed a charge for the same sensor as originally replaced during the 3-4-19 visit. When he was questioned why we would be charged for a 2nd replacement of the same sensor (if the board was now the issue) he back tracked and said - oh, I'll replace that for free. At this point we did not trust him and declined even the new board diagnosis/repair. After all, a new washer could be purchased for little more. He once again tried to hard sell an appliance protection plan. No thanks.
At this point we were not impressed and not trusting SearsHomeAppliance. We decided to see if the board really was the issue and bought the exact replacement part number and put it in. It did not solve the problem. Had we accepted the repair charges we would have been in $800+ and still had no working washer. Our distrust was warranted.
On 4-24-19 I called SearsHomeServices to complain and seek a refund since we paid over $300 to no benefit (the original diagnosis/service was wrong, the second diagnosis was improper). I spent a half hour on the phone with "Repair Solutions". It took them 15-20 minutes just to pull up my account even thought it came right up for me on the internet using my phone/email. The representative said they could not issue a refund, but was willing to offer an appliance plan. Wow. I asked to be directed to someone with the authority to provide refunds. I was directed to "Customer Care". Who then also spent time trying to get my account to pull up. (Delay tactics?) I explained the background again and how we felt the transaction was unfair/not an honest exchange. That rep said that a refund request was being made to the "Customer Solutions" group who had the authority to process the refund. He said (after I pushed for confirmation) that my contact information (I confirmed they had the correct details) and documented concern would be provided to "Customer Solutions" and that they would contact me by email within 3-5 business days. I never received an email.
I called 5-6-19 and talked with a rep from the "Customer Care" group. She said that she would send an email to the billing department and they would have to call me within 24-72 hours. I never received a call,
I called 5-10-19 and talked with "Customer Care" and they said they would not issue a refund. That they would need to send out a tech again. What a joke. Why would I want to schedule a third appointment (and take yet another day off work) with an outfit that could not properly diagnose the problem and was giving the run around on the phone. Perhaps to have the opportunity to be sold an appliance plan?
She then said that they would need a statement from the technician that he misdiagnosed the first visit. (They had that evidence in the second quotation that listed the board as the problem!) They continued to say that they would not issue a refund and that they were "sorry, for my experience".
So I will now go through my credit card company to dispute the charges (providing the credit card company with the documentation of the diagnosis of the first/second visits, the payment of the useless repair and a receipt showing we bought a new washer meantime).
All the power I have is to write a review of my experience and hope that SearsHomeAppliances loses much more than $346.57 in potential clients. I may never get my money back but at this point I am operating on principle. Shame on them.

Do Not Ever Call these people! I stayed home two days in a row from 1:00 p.m. -5:00 p.m. waiting for a technician to come repair my dishwasher. The first day he did not show up at all. I simply got an email at 4:30 saying that I needed to reschedule my appointment. I called customer service and they said he was 3 hours behind. I rescheduled for the next day again with a 1:00-5:00 appointment window. This time the technician called me at 5:15 and told me that the earliest he might be able to arrive would be around 6:15 p.m. He then said that he might not be able to make it at all. Sears should just completely shut down. They obviously do not have an adequate number of technicians to properly take care of customers. I will never call them for anything ever again.

Technician called 45 minutes after the 4-hour window to say he's late. All calls to schedule appointments, complain, talk to a supervisor, request a refund... etc., go to an off-shore call center. These technicians are not supervised by anyone we can speak to and there is zero control over these idiots. They don't show up... too bad, schedule another appointment. I requested a refund. The nice indian lady at the call center said I will hear from some department in 7-10 days. No confirmation number of my refund request being made. In 10 days, I hope to hear from them. If I never hear anything, I'll have to call back and request another refund and hope for the best. Worst service EVER. Run.