SearsHomeServicesReviews 680

Do NOT use this company! They ordered a part for my washer, and then told me it was back-ordered. I found the exact part from Sears Direct, but they would not order from their own company. Two weeks have gone by, and each time I talk to them, they tell me they will "see how long the part will take to come in". Then they give the "check back in 24-48 hours" routine. If you can get someone to answer at the call center, they will never let you talk to a manager or supervisor. They claim there is no manager or supervisor. The company will not provide updates, and will not follow up with anything. The one time I did talk to someone claiming to be a manager, he claimed he would escalate the situation and email me. No email ever came, no return phone call, and a constant delay tactic about parts arrival. Almost 3 weeks in, and the parts are still on back-order even though they are available from a plethora of venders.
DO NOT USE THIS COMPANY!

My freezer wasn't cooling any colder than frig. When I looked for repair companies, I thought Sears would be reliable. They really push the monthly membership to lower your repair bills, and I had a great home warranty service before from another company, so I signed up. ($50/month gets you 25% off repair bill) A technician came out and took the freezer apart and showed me how the evaporator fan motor was frosty only at the top and needed a part and labor. He ordered the part for $20 and charged me $159. The part came to my home and a new technician came 2 weeks later to do the work. He didn't even look at the part, nor did he touch the frig. He just declared "I need a part that is luckily at the warehouse' He replaces the interface for another $189 and states 'This isn't going to help but wait 90 days to call for service'. The freezer still doesn't work, I'm out over $350, plus 50/month x2 and I can't cancel the membership or they won't come out to make it right. I have never felt so scammed

It's outrageous! They came to my house, used my money to order $800 worth of parts, and then vanished into thin air. Despite their promise to deliver the parts soon, they never arrived. Now, the service date has passed, they have my hard-earned money, and there's no way to contact them. My advice is to steer clear of this company. They're not even Sears, just a bunch of crooks trying to fool people with the name. Do yourself a favor and find a reputable local company.

WTF! I knew this was to good to be true. I setup the Appt... received several emails and text messages saying Joseph F was coming from 8-5 the next day. I took off work and No one ever came or called and then I got a text message picture of a house that wasn't even mine or even the right city... saying "No one answered the door please call to reschedule" lol! Customer service told me to call back in 3-4 hours! WHAT A JOKE! Is that a picture of a McDonalds parking lot? Lol!

Bait and Switch is an old Sears ploy. If you go the their website, you can schedule an appointment the next day. If first time customer, they show up. If re-repair, they can't find an opening to send someone.
You think you pay for quality and you get junk.
First visit next day, refrigerator fixed and quit 7 days later. Say they can't get here for 2 weeks. Got no receipt It was all done on a tablet

Had service done to my washer. Tech told me he would waive the service fee if i signed up for Home warranty so i did. Then they charged me for the home warranty and sent me a bill for the service charge anyway. After a month of back and forth, i ended up just canceling the home warranty and paying the service fee. A month later they sent me to collections even though i have proof my CC was charged the full service charge fee. FYI you will never be able to talk to a real person in billing they only email and they just talk in circles or transfer you to the abyss. Truly an awful company STAY AWAY

Repair tech came out. Had never worked on GE Monogram fridge. GAve us a list of things that needed replacing on our 4 year old fridge. Gave us an estimate for $1000 but was unable to answer ANy questions about fan and why things were "wrong". So unprofessional, not knowledgeable, and just kept saying "That's what GE recommends" but could not explain. I sent sears customer service many emails complaining about our service, NOT A SINGLE RESPONSE. So Frustrated...

I have a three year old dishwasher with a leak. It was easy to schedule, but when the tech showed up he quoted a $600 price to repair! Then INSISTED we try the warranted that obviously they are told to push HEAVILY. That would knock it down to $400. Of course the monthly cost of the warranty far exceeded the price difference. Once I said no way, I can buy a new one for the same if not cheaper, he said we could buy the part from amazon and he would come back and do it "under the table"! Again I said no! He quoted a price of $250 for the part on Amazon. We pulled the dishwasher out (which he didn't even do) and scanned the QR code on the dishwasher, which takes you to the GE website and the part is only $36! The whole experience cost me $99 (service call). Hard lesson learned! If you learn anything from this review, look for QR codes before calling for service and whatever you do DO NOT CALL SEARS! Tech's name is Hamayoon A.

Never showed on the day of the appt. No one called, texted or emailed me that they would not be coming. They set up another appt. For 10 days later without even consulting me. This service is the worst! Beware use a service where you can talk to people - not robots.

I had a time a lot scheduled for a week after I called when they said same day. They canceled and said they would keep my $109 deposit. I had to fight with them to get that back some they canceled on me.

I have not had a working refrigerator for almost 2 months. I have a replacement warranty. It's becoming quite clear that my refrigerator cannot be fixed. Parts are not available. Sears tells me they are waiting for more information from the repairman, eventho they read the report from the repairman to me. Five different repairmen have come to the house. The last one said he did not think it could be fixed. Sears said they need more information. It is obvious Sears is just waiting for me to give up.

Had a tech come out two months ago to look at a misfunctioning washer. Informed them of the issues, they said they would have the parts prepared. Showed up, said they didn't have any of the parts and one of the needed parts was out of production and would need to go 'on research' but that I would be hearing back in two weeks or less.

Six weeks go by without a word. Call their lines and wait in hours of queue and get nothing. Call home warrantee company that made the mistake of contracting them and after hours more, was informed that Sears had never sent the part report needed to verify that the 'research' had turned up nothing. Finally get a replacement date schedule for a week out (now 7 weeks).

In that week, an unknown package arrived with no communications. Holy cow, it's the part they said they couldn't find and had no information about; good thing no one told me via phone, text, or email about this (despite having all of that information).

Day of service, I get a call from the tech saying it's a busy day and he'll be arriving an hour or more outside of their arrival window of 8am-5pm. I tell him that's fine. I then get a call at 6:40pm saying that he's throwing up on the side of the road and asking if I'm okay with rescheduling for another day. I told him that he should go home if he's sick, but ask that he talk with his manager to make sure we get our repair done this week, as we had not been able to wash laundry for seven weeks now. He says, "Ya know what, I think I can work through this, I'll be there in 15 minutes"

1. No, please don't - if you are actually sick, why would you think bringing illness into a customer's home is okay?!
2. He didn't, cause 15 minutes later I received a text stating that he couldn't make it, but it would be rescheduled for the next day.

Got a confirmation text that the reschedule was set for the next day.

Day of rescheduled service, got a reminder text. Cool, that's fine.
12pm: no info. 3pm: no info. 6pm: no info. Look on website for schedule: no updates.

Sears 100% GHOSTED this scheduled call. Asked original tech about it and he just said "someone else must have taken the call" and gave me the same 1-800 number to call that I'd already been through for many hours previously.

So we're officially waiting another week for ANOTHER formally rescheduled repair. Hoping and trusting that they won't just ghost again. Unbelievably frustrating. Is Sears going to compensate me for the cost of gas, time, and quarters for all the laundromat visits I've made in the last TWO MONTHS? Probably not.

Awful company. Awful management. Tech is fine, seems like a nice enough person who knows how to do their work well enough. When they can show up or get support from their non-existent team/manager.

0/10 - if I could invoice the company for my wasted time, energy, and lost costs for workarounds, I will be doing so. Let's see if they end up wholly violating service agreements so I can actually do as much.

My washer was leaking because of drain issues. The Sears Home Services Tech first came on July 6. He diagnosed the issue as a leaking drain hose. The part was ordered, and it took two weeks to arrive. The tech came to install, and discovered that another drain hose was also leaking, and had to be replaced. Obviously, this should have been diagnosed originally. That additional hose was ordered, and eventually the tech replaced it. He left, I ran the washer, and it would not drain at all. Finally, the tech discovered that the drain pump had to be replaced. Obviously, this should have been diagnosed originally. That part was ordered. Finally, the pump was replaced on August 24 -- SEVEN WEEKS after the initial appointment. At least the washer works now. Along the way, Sears sent different techs for different appointments, who would not work on a job started by someone else. One said that the original tech would return later the same day. That tech was scheduled to come to my house at 6 pm or so, but FALSELY filed a report that he had come, and that i was not home -- with a fabricated photo, supposedly of my house, which looked like a blurry close-up of a person's palm. I wasted so much time waiting for techs who never came, not to mention waiting for appointments that would not have been necessary if the first tech had been competent, Finally, it is virtually impossible to reach a live person at Sears on their customer "service" line. Insult to injury, the techs try to sell you Sears warranties. After this experience, I will never use Sears Home "Services" again.

I called Sears Home Services to schedule a repair on a riding lawn mower I bought from a friend. He had always used Sears Home Services so I called. They gave me an appointment a week away with a 9 am to 5 pm window. I told them I would not be available until 1 pm so they put it in the notes. Got a text that morning—the technician is one stop away and will arrive at 9:42 am. Cancelled my morning appointment and stayed home, only to receive a series of subsequent texts promising the technician's arrival at 10 am, 11 am, 1:30 pm, 3:30 pm — and he was either one stop or two stops away. Got one call from Sears only wanting to give me a "discount" on the mower repair if I bought an overpriced warranty for all the appliances in the house. Finally started calling Sears, only to reach a representative probably in the Philippines for whom English was a second language. On each call the representative was insistent on asking whether I was the homeowner. But he had no helpful information, only said I was still on the schedule. Around 5:30 I got a call from the technician, whose truck was broken down in Grain Valley, about 40 miles from my house. He was willing to come by later (how much later?) but I told him to forget it, and advised him to get a better job. He replied that he planned to retire in two years. Today my mower was repaired by a local guy who charged less for the repair than Sears wanted to charge for the trip here.

Their service is equivalent to a landfill of pure garbage. Iv been given the run around on the actual appointment because the technician has a single digit iq and cannot for the love of god use a gps in 2023. He also decided to close my order while they still have the $400 worth of parts. Customer service is nonexistent and quite horrendous. I was on the line for 2 hours with 5 different representative only for them to send me to a different rep that has less and less database/system privilege. The reps clearly run you around through their scam center, sorry call center, so that you'll eventually give up. What kind of business are they operating? I will file a formal complaint for this atrocious service that I have never received. They're crooks and will gladly take your money and make you run leaps and bounds. One final note - how do you expect folks to sit around 8am-8pm only for you to not show nor call? Then the audacity to send an automated email to say "we missed each other" when in fact your incompetent low iq team can't even make it to the correct address? And twice at that. You can see the technician comments saying no one is home multiple times… this is because you low iq noob can't use a gps. This is the epitome of an abomination from the top down and bottom up.

This place is a joke! Save your time, money and frustration. We called Sears to get our washer looked at. They give you an option to pay as you go or buy the warranty. They tell you the appliance you are calling about is cover but all your other appliances won't be covered for 30 days. Fine but no one knows what's going on. Spent hours upon hours on the phone. One will tell you it's covered the other won't. We had 8 repair guys here over the last 5 weeks. Oh and their service is always 8-5. How many weeks we stayed home to either get the service cancelled in or they come and say they can't do the work since it is not covered! Run as fast as you can, I would not recommend this company to my worst enemy!

I hired Sears to repair my microwave. They did a diagnostic but didn't have the part on hand. After receiving the part, I tried dozens of times in every possible way to contact them to come back and complete the repair. After 2 months I finally got escalated to a department who approved a refund. Another month later I'm still waiting so I disputed in my credit card. Now they are rescinding the refund offer and I'm having to pay another company to complete the repair.

Was having an issue with my washer, and a slight issue with dryer. Scheduled them to come out. Now to be clear, they give you a window of 8-5. Not morning. Not afternoon. ALL DAY. And they will NOT call you ahead of time to let you know they are on their way. So basically they'll just show up without warning. And they'll also just show up way before the 8am - 5pm and if you don't answer that doorbell quickly, they just say it's a no show and leave. They don't call you or anything. And of course the rescheduled appt they automatically give you is 2 weeks out. Now, in my case, I was home. I have a doorbell with camera. No one was at my door. Yet they said they showed and I was a no show and rescheduled my appt. And once they do that, they aren't going to adjust or do anything to rectify the issue. Luckily I have a back up appt in a few days with a competitor. However, I doesn't change the fact that I made time today and they failed to deliver. So I basically wasted a day. I would just recommend to stay away.

We have our appliances under a contract with Assurant who farms the work out to Sears Home Appliance. We're in the central Mass location thus we get service from the Sears Home Appliance Store out of Natick of which if we would have known, we would have looked them up and found a lot of reviews rated with a 1, very negative. The person they sent to us to work on our dishwasher also deserves a one. Rude, Unprofessional and deficient skill level all wrapped up in one miserable person. My wife actually asked him to leave within five minutes of his fist visit. He analyzed the dishwasher and determined it needed a motor. Ordered the motor and showed up two weeks later with the same attitude. You could see it coming thru the front door. Once he started he wanted me to sign a blank waiver that if he caused any damage whatsoever, he was not responsible. I asked him if he ever caused any damage to other customers' homes - he would not say indicating it was none of my business. It was at that time I asked him to leave - he did and simply closed our case... This was possibly the worse interaction i had with a company providing customer service. Those two words, customer service, are truly foreign to this Sears Home Appliance entity. Do yourself a favor stay far away from them. We are now working with Assurant with the hopes of removing Sears Home Appliance from the delivery end... I have attached our contract with Assurant - we have no agreement with Sears Home Appliance thus the reason for the extreme poor customer service - not sure they know what a customer is

I called Seers home services to fix an LG washer. I ordered the washer pump through them and paid in advance, as required by Sears. The service tech did not show up two days in a row and on the second day they closed the order out as being completed without anyone showing up at my house or doing any of the work. Customer service committed to have an employee dispatched to my home within an hour to remedy the project. No one ever called me back. Their customer service representatives are based in Arizona and there appears to be little or no direct connection to New York office where I live. Buyer beware! Sears home direct charged me for the labor on the repair even though they never showed up. Customer service is appalling, the technical service crew are liars and fraudulent. This business should not be trusted use a local repair place, these crooks are hiding under the name of Sears. Shameful.