SearsHomeServicesReviews 680

This warranty service has been so awful. It has taken years off my life with the stress it has caused me. You have to wait a month to get a technician to come. Then, they come and fuss around with the appliance and leave with the appliance not fixed and it takes another month to get the next appt. In the case of our refrigerator, the fridge was working fine we asked for the ice maker to be serviced but in the process of them trying to fix the ice maker, they broke the fridge and freezer. This was 7 months ago and it is still not fixed. Appalling. They send a different technician every time. The technicians do not know what they are doing, they have to call their supervisors for guidance. The worst part is you cannot reach a live person to help you work through these issues. Whatever you do, do not fall in the trap of signing up for this grand rip off. You will have a better life an live longer.

Our Kitchenaid combined wall-oven/microwave unit failed on the microwave side. Scheduling is all computerized and fairly simple. It provided notice that there would be a $100 diagnostic charge if we didn't have Sears perform the repair.

The service man arrived and was a bit surly because in the forms I noted the need for oven service, but that this was a microwave job and accordingly he couldn't do anything. This despite this being one combined unit (more on this shortly). Because nothing was done, I was not charged a diagnostic fee,

So I went back to the computer and scheduled specifically for a microwave service person. The system notified me that the diagnostic fee for microwaves was $250. This seemed like an odd jump, and turned out to be a tell, but I was thinking that my whole objective was to have the unit repaired, and that accordingly I wouldn't end up paying a diagnostic fee.

The microwave specialist arrive and was very cheerful and friendly. Great I thought, we're finally getting this thing fixed. So I left him to his work.

I heard him bang the microwave door several times and then he called out to me. He went on to explain that slamming the door was how he gets the error codes to display. I have no idea if that is proper procedure, but it wasn't very confidence inspiring. He then went onto say that because a code was displaying on both the oven and microwave sides of the screen, it indicated that they both had the same problem. Hmm, do we really need dedicated oven and dedicated microwave guys?

More importantly, he said that there are three circuit boards, one for the oven, one for the microwave and a master board that both plugged into. He said that there was no way to tell where the fault lay (this turned out to be a lie) so that we'd have to replace all three boards for $800 in parts. He didn't recommend replacing these, but, regardless one of them was unavailable. In fact he made me sign something on his computer saying that he had explained to me that the part was unavailable (another tell - because why would he need a signature for that?) I tried several times to ask which board was unavailable, but he would always answer a different question (yet another tell). So at the end of this I had no idea what was really wrong, or how to get it repaired. I suggested that maybe I should replace the microwave unit, and while he didn't formally agree, he didn't disagree either (which I now know he should have). And this approach certainly fit into his narrative that he was done, could do no more, and was off. Less then 15 minutes after he arrived, I was out $250 with no path for repairing my appliance.

After he left, I did a little research about replacing the microwave under the false impression that my unit was really two separate self-contained appliances in one housing. Fairly quickly I realized that this wasn't so, and that there was one combined control module that managed both oven and microwave, and that was combined with the display and operating buttons on the front. Neither the oven nor the microwave could operate stand-alone. Hence, replacing the microwave would do no good. Which the service man should have conveyed in response to my questions.

What to do? In my case, I called on my son who hasn't ever diagnosed or repaired appliances, but he's fairly bright and understands something about electronics and computers.

He started looking up things online and found lots of useful information. One key piece is that the error codes the technician saw aren't adequate to diagnose the problem. Rather, there is a way to go down another level or two information, which my son proceeded to do, but which the technician did not. When the technician said that he couldn't specific what was wrong, but that the solution was to replace three expensive circuit boards, he was wrong. Either he lied, or wasn't qualified to diagnose my unit.

What my son learned next was that there are several possible solutions, and that there is a standard course of action to see what applied. For example, the first step is turn off the circuit breaker for the oven/microwave, wait a moment and turn the breaker back on. Apparently, this will clear out the computer if it's just stuck on something. So thats what we did next. Guess what? It worked. No new circuit boards, no replacement parts at all, everything was back to working.

Because the original code indicated a problem with connections between boards, he then opened these up and sprayed some contact clearer on them before reattaching. Then he buttoned things up and we haven't looked back.

There's a reason Sears charges so much for diagnostics on a microwave. It's because they don't expect to perform the repairs. Is this because its Techs are in over their heads, and don't know how to diagnose or repair microwaves? Maybe. Could it be that Sears figured out that if they send a tech to do 2-3 diagnostics w/o repair per hour, they are billing $500 to $750/hour (at $250 a pop, which is enough to pay for a very high priced attorney) creating a very rewarding situation for Sears and the tech. Well, that seem possible too. If they charged the same for the microwave diagnosis as the the oven diagnosis, I'd lean towards an incompetent tech. But with the huge added diagnostic fee for microwaves, it looks to me that I've been conned and Sears isn't playing straight.

Do NOT use them for anything. I am sitting here for the second day home from work and my appointment keeps getting pushed back. This is ridiculous. To add insult on the first day that they came WE WERE home! Per my ring camera he spent one minute on my property. Didn't even try to call. How do they think it is getting paid! I need to be at work!?! Worst service ever if I hadn't already bought the part I would have asked for a refund. They should be ashamed.

Worst service experience I have ever had.
Window of service is 8am-5pm, the tracker to update when expected arrival just keeps pushing back the time so you don't get an accurate time.
The first repairman came and charged us $120 to essentially take a hair dryer to a vent filled with ice, left, and the problem was not solved at all.
We rescheduled only for the repairman NOT to show up within the 8am-5pm window. When I called customer service to be refunded since I wasted two days off and $120 they just kept transferring me to a new person.
The last person I spoke to said they would put in a request for a refund. The next day I got an email saying service had been rescheduled. I thought I'd let someone come out so I could speak to someone in person about a refund. The repairman called and said he was an hour away and would likely be charging us $400 so we said don't bother. I had to call and cancel and while on the phone the representative hung up. Needless to say, I'm frustrated and cannot say how much I do NOT recommend this service.

First of all, they give a window of 8am-5pm so you have to take off from work to be there. Then it always takes 2 visits to fix (1 to diagnose and order parts and the other to install). Finally for this issue with my fridge they rescheduled FOUR times! Thats 4 times I took off from work and then got a call "sorry no technicians available".

Once someone does show up they tend to be friendly and competent but the scheduling office is far from being so.

I would rather throw out my appliance than deal with Sears. They charge you and don't fix anything. Bought the fridge from Costco but had to deal with sears because it was a month past warranty. The serviceman came, and took one minute to find the part that was leaking (this was very obvious). He charged us for two visits because he was going to come back on a second visit when the part came in.
What he declined to tell us was that the part isn't made anymore, and that there would be no second visit. It then took 4 months to get in touch with sears and get a refund, for which the only refunded part of it.
Like I said above. I would honestly rather throw my appliance out the window than deal with Sears. I have never had a pleasant experience with them.

My refrigerator stopped cooling on Nov. 10th. Choice Home Warranty send Sears out to fix it. They had to order a part and couldn't schedule the repair until Dec. 9th. I was to be home between 8-5. At 9:30 I got an automated call telling me that they were rescheduling for Dec. 29th because the technician was no longer available. That is 20 more days!. I tried to call them. There is no way to actually speak to a real person. I called my home warranty company, all thy could do was leave Sears a message. Horrible Customer Service!

Do not give them your credit card number. They will order parts then tell you they are on back-order. When you try to get a refund you can't find a person to speak to. Half the phone numbers are no longer in service. The link they sent me for a refund was also no longer in service. I just got off the phone with my credit card company and lodged complaint. This "company" is definitely fraudulent and should be shut down.

Sears tech visit said $828 for repair and had to order parts would return in 2weeks to complete, but must pay now. I did and have signed invoice, now Sears trying to claim I refused service and they disavow they were paid.
I filed a dispute with my credit card company.
Avoid Sears- scammers

I will never schedule anything with Sears ever again. They scheduled me an appointment from 8am-7pm. I stayed home all day and about 5 pm I received a text message from the technician that he was overbooked and that would reschedule my appointment for the following week. Unbelievable, this is no way to do business, first they should give you a 4 hour window not 11 hours. They need to rethink how to schedule services and not overbooked and then not show up at all.
I will never call Sears for any services at all.

On Sunday scheduled a repair of a stove for a soonest Tuesday appointment, the appointment window was 8am-5pm. Took the day off to be home for that wide window. Kept checking the link for the arrival time of the technician. It kept getting pushed back and back until it was after 5 pm and I checked again there was no update on arrival time, the name of the technician disappeared also. Tried calling every single customer service number I could google, they all kept leading to the same exact automated bot answering. Impossible to actually reach a live representative. The technician never showed up, there was zero communication from anyone. Wasted the day on waiting, lost money from taking the day off work, appliance still not repaired. Day 4 without a stove. They called the following day saying the technician got delayed and they can reschedule the appointment for Thursday. Today is Wednesday. No thanks, already called a different company that actually answers the phone with a live agent and has the same day appointments and isn't staffed by Bots. Don't waste your time. There's a reason why Sears isn't around anymore.

Called them out to fix my washing machine. They sent a tech out and he told me I had a faulty control panel and he ordered the part. I got a text saying the part was delayed and we'd have to reschedule for a tech to come out once we get it. A few weeks went by and there were zero updates so I called. They said my order was cancelled and they would need to send another tech out and they would reorder the part. Second tech comes out and says my control panel is fine and it's a different problem which he can't get the part for so they can't fix it. So now I have 2 different techs from the same company who have told me different things. I call and ask for my $619 that we paid when the first guy ordered the part. I'm told it would take 14 business days to process. That day came and went, so my wife calls and they tell her we will have it by the 21st. She calls back on the night of the 21st when we still haven't gotten it to be told 24-48 hours. She requests to speak with a supervisor, which they say will call the next day. The supervisor calls me and I explain what's going on and that I just want our $619 back. This "supervisor" tells me the billing department will look into it next week. So I get irate because at this point we've been given such a runaround that I'm done with this company, so I start yelling on the phone. The supervisor hangs up and refuses to speak to me or my wife anymore. My wife emailed threatening legal action if they didn't refund by the 24th. They processed a refund for everything except $106.19 claiming it was a nonrefundable diagnostic fee. So I called on the 24th and requested this money back due to me not recieving a diagnosis. I still don't know what is wrong with my washer as both their techs gave different "solutions." Then the girl on the phone claimed it wasn't for diagnostics but rather the tech's gas and time to come out and that I declined the repair, so I owed that. I never declined the repair, the tech said the part needed wasn't something he could get. I never signed the form to "decline" service; as the tech drew a line through the sign box. I've been using a laundromat for the past 2, almost 3 months, while this poor excuse for a company drags its feet with everything so the least they could do is refund the FULL amount. My situation is no better than it was when I originally called them. I should have read reviews before calling them out and avoided. The girl on the phone said she submitted my request for the refund. If I don't have it by 12/14, we will be filing legal actions regarding that amount, as well as our time, laundromat expenses, and interest accrued on the charges while awaiting the refunds.

I had a kitchen refacing done 3and a half years ago. It is so bad that I have to get my kitchen redone by someone else for *******.Of course when you call the company that did it for Sears no one calls you back. 8000 Dollars down the drain.

You take out the service to repair your appliances only to be told by the agent to go and check out your appliances problem. If I knew what was wrong I wouldn't need service. Next you make the appointment to receive the service you paid for only to be rescheduled over and over again once your parts are mailed to your house. I will inform the better business bureau as soon as the holiday is over. This is the worst gimmick going. I'm sick and tried now! Just give me a new appliance. I wouldn't advise anyone to take out a service contract with sears.

Got the appointment with ease. Received confirmation of appointment. Shane arrived exactly on time and knew exactly how to repair our Bosch dishwasher. Very courteous and efficient. Would recommend Sears Home Services. Gave some good advice to use pods instead of liquid and mid range Bosch dishwashers have excellent quality. This company has really got its act together!

Two weeks ago I called Sears Home Services for an appt to repair a dishwasher which was booked for November 20,2023. I was given an arrival window of 9:00 AM to 5:00 PM. How absurd and arrogant is that to expect a paying customer to take a whole day off to wait for their tech. Then the endless text messages and emails every day and multiple times a day wanting confirmation and reminders of an appt two weeks away. I confirmed each and every message promptly. I now knew I'd made a mistake by dealing with a bully company with so so little regard for their customers but stayed with it to avoid further delays. By the way, their cost to simply come out and identify the problem ($139) was substantially higher than others thought is was to credited against the final invoice. This all but assured that most people would accept the repair rather than replace the appliance and loose $139. Well today is November 20 and they were no shows. I received a message from them this morning saying I had been cancelled because theyo had no service techs in the area. They don't deserve a rating of 1. They don't even deserve a 0. I would strongly advise anyone looking for home services to look elsewhere.

First tech was awesome,thought the parts were on order WRONG I received a notice saying a tech would be out ok thought parts are in WRONG, my wife called off work for that tech this was a courtesy visit WTF stupid crap. Then finally parts are on order tech said we would get a notification if the parts would NOT be in on Tuesday our appointment is on Wednesday so no notification so my wife called off again then around 1 PM I received a text telling me the appointment is canceled. So now we are without a refrigerator for 3 weeks so I had to get one from rent a center. I'm real sorry for anyone who has to deal with the stupidity and carelessness that I have had to. I had to cancel my warranty company because of them so they really aren't worth using.

We are now on tech visit number FOUR for our dishwasher repair. This service is plagued by brief, disinterested visits from visibly confused or untrained tech that last minutes, a declaration that you need x part (or that the last tech was wrong about the part they previously said you needed) and then weeks more of waiting for the new part for the next tech to visit for five minutes and say the same thing. It is insane. I have never had such horrid service. Please for the love of god, recognize the veracity of the internets reviews and go elsewhere for repairs. They are not better business accredited for a reason.

I reached out to Sears Home Repair to get a part from my dryer replaced. A technician came out and within a few minutes he said he knew exactly what part to order. He showed me a price of $341.63 which, I assumed was parts & labor (minus the advertised $149.00 initial fee to come out and accept the repair) No, they did not deduct the $149 fee for accepting. After later research, I found the part wasn't even $50.00, that means the rest was labor. Unfortunately, I didn't know the price of the part from the labor and, in my opinion, was overcharged! I am SO dissatisfied with this whole process! THREE DAYS I was not able to work because the window of arrival time is 8-5. Forget about customer service, it is nearly impossible to find someone to speak to about anything. I would NOT recommend this company to anyone. As I can see from other reviews, some of the SAME THINGS have happened to others.

Still no technician for over a month that my fridge has been out of service, even with my 3-yr master protection service agreement for my Kenmore fridge in Germantown, MD. I've been without a fridge for 33 days and since counting. The keep scheduling, technician won't show up, no call no show, then they reschedule. It's been a living hell trying to get service. Worst still you go round in circles trying to speak to a customer service agent who has no direct access go technician. Parts for the fridge arrived over 2 weeks ago, they're just sitting there, no technician to do the job. I filed for food loss damage, still nothing either as I speak; so very frustrating. Lost all my food, can't cook, can't get cold drinks as there's no other fridge in the house. Everyone needs to stay away from this company, they are no good, they're a rip off and should be out of business. Go find your service elsewhere.
Chibuzor Nwosu.
Customer with Master Protection Agreement.