SearsHomeServices

As part of the home services warranty annual A/C and heating inspections are included. As was the case in the Spring with the A/C inspection, I have had the appointment for the heating inspection rescheduled THREE times now - all without my consent (in the Spring, it was FOUR times). Appointments are picked at random, and God help you if you are not available as trying to reschedule at your convenience is difficult. Customer service is horrid, and a decision maker is not available via phone. Since the service is essentially prepaid due to the monthly contract payments, there is no incentive to perform the service in a timely manner.

Past issues have included part deliveries and delayed reimbursement for prepaid deductible when the tech never showed up.

I will not be renewing my contract and am surprised this company has not been shut down.

Our home warranty had us contact Sears to repair a new refrigerator for water leaks and an ice maker that didn't work. They sent a man who blamed us for not installing the water filter correctly. He mopped up the water, reseated the filter and left. It was soon leaking again and Sears sent the same man out who did the same thing. A couple of weeks later when it was leaking again.

From June through December we begged and tried to get them to return and fix their junk, but cancelled, rescheduled, and strung us along until October. One time the repairman was one block away in the mid morning and they cancelled telling us there was no one available.

Their work is shoddy when they can be bothered to work. Avoid this business at all costs

Booked appointment, left work to be there for tech, get a text and email saying the appointment is cancelled. Sears customer service is in some unknown country staffed by people who barely speak English. DO NOT USE

I'm with a ton of people on this site. Sears Home Care Services is a poor excuse of a company. Our fridge broke and said they ordered parts and will fix it. The parts are discontinued. So there's no fix and now we have to get a replacement. After giving us a round about for nearly THREE MONTHS, I finally get a hold of someone and he said he "pushed it through and got it approve" and that I will receive an email to start the replacement process. It seemed all too good to be true. And it was. I got NO RESPONSE! When I call back, the rep I talk to check and found NO RECORD THAT WE WERE APPROVED FOR A REPLACEMENT! So the "angel" I spoke to was actually a liar. Unbelievable. Complete BS. STAY AWAY FROM SEARS. If you got a warranty long time ago that is still valid, I hate to tell you that it's as good as trash. The warranty means nothing to them. They're a joke. Complete joke.

Since May, 2024 I've been waiting on my lower ice maker repair. At least 6 or 7 appointments later either they stated that the part was shipped to me, or the tech didn't have the part on the truck, or they will text to schedule an appointment then reschedule. They replaced lower ice maker about 3 weeks ago (still not making ice). They stated that the control board will need replacing. I received a text & email for another appointment for today(8/20/24) between 8am - 5pm. At 5pm I had to initiate a call to the supervisor to see if they're coming today. The supervisor stated that the part will be shipped to me. He just ordered the damn thing TODAY!🤬🤬🤬

4 days of waiting (8am-5pm), 4 cancelled appointments. Parts have been shipped from Thor to fix my under warranty range but Sears keeps cancelling the appointment. You wait all day for the tech to show up and they cancel at 4:30 pm.

Worst service ever! After 5 minutes, the guy said, "It will cost you 749$." No explanation, nothing! Then they charged us $140$ just for everything! And didn't do anything!
We called Samsung, and the visit and repair was 345$! Unbelievable! I will never call Sears again, and I'm warning everyone.

I am utterly frustrated and disappointed with the completely unacceptable service I've received from Sears Home Services. What should have been a simple repair to my washing machine has now dragged on for over a month, and I am beyond upset with how your company has handled the situation.

On September 26, a technician came to diagnose the issue and told me I needed a new water pump, scheduling the repair for October 15.

I was given the outrageous service window of 8 AM to 5 PM—forcing me to clear my entire day—and then, to make matters worse, the technician delayed his arrival multiple times throughout the day, from 1 PM to 3 PM, to 4 PM, before canceling at 4:30 PM. I was then rescheduled for October 17.

On 10/17 the exact same thing happened. Once again, my appointment was canceled—this time at 3:30 PM—after I waited all day. And now I'm being told the earliest available appointment is October 29. That's over a month without a working washing machine!

I spent an absurd amount of time on the phone with Sears Home Services, A&E (the service company you use), and Sears Home Warranty, and the only excuse I've been given is that there are no other available technicians. Frankly, this is unbelievable and feels like an excuse to cover for poor planning and mismanagement.

This is a follow up to my October 2024 review concerning a broken refrigerator. Our refrigerator was out of service for over three months, and Sears Home Services refused to honor our $720 warranty appliance service. Consequently, we purchased a new refrigerator and requested to cancel the service and receive a refund of the $720 warranty. Sears assured us that they would cancel the service and initiate the refund process. However, after the service was canceled, we were informed that we had already received adequate value, and our $720 premium would not be refunded. We received no value at all; the problem was misdiagnosed, incomplete parts were ordered, and Sears simply abandoned the repair effort. The process was incredibly frustrating as Sears scheduled multiple appointments, then cancelled with little notice, often late in the evening, and then rescheduled blindly without asking about our availability, only to cancel again. We spent hours on the phone with Sears customer service. They repeatedly misled us with half-truths and disingenuous lies. We sent a formal complaint to the Better Business Bureau (BBB). Sears Home Services responded in writing to the BBB stating that they had given us a refund, which is completely false. They provided no refund whatsoever. The dishonesty is unbelievable.

AVOID SEARS HOMES SERVICES. THEY ARE LIARS AND THIEVES.

Sears Home Services does not provide trustworthy services anymore. The two technicians that I have experienced on July 19 are absolute crooks. I signed up for their diagnostic service fee waiver, and the two technicians asked for diagnostic fees despite the waiver. After I told them the fees are waived per the email, they basically showed up and did nothing and then left. For both times, I also signed up for appliance maintenance and paid for the maintenance ahead of time. The first guy said it was not covered; the second guy lied about doing "everything" to maintain the appliance, but my tenant showed me a picture of the guy lifting the cover of the washer which was the only thing he did. I confronted the second guy, who also claimed that the washer has to be repaired at $800, I told him his job was to maintain the washer not to repair. The second guy also said the washer was good, but your tenant wanted me to tell you the washer needs to be upgraded. I am speechless, constantly shocked by their stupidity and shamelessness. It is sad that I used to use them before. Not sure what happened to this company.

They lie, telling you they are coming and don't show up. They charge people for this service and don't provide it. Where are the lawsuits?

Contacted Sears Home Service to come to my home, my Fridigaire Refrigerator was not producing ice cubes. I haven't had it long, but it has a control panel and I was unfamiliar with how to use it. Barry came out on 7/19/2024 around 10AM. He claimed he had to take the ice maker apart and defrost the flow tube and had all his tools. He said it would cost $349. He never took anything apart and was at my home for 20 minutes just standing around and doing nothing. He pushed on the control panel for a few seconds and charged me the above amount. I asked him how I was to prevent the problem he said I can't and I asked him what I can do if it happens again he said nothing. I was totally ripped off and Barry knew he was scamming me, because he told me he was going to do a lot of stuff and didn't do anything except enter info into the control panel. I called Sears and I was referred to another person and he wouldn't do anything. Sears is like a criminal organization and I would never use them again. Their retail stores are gone, but they continue to screw the public with their scams. I disputed the charge through my credit card company. Sears was in touch with me and wanted me to put personal information on their website, which is an invasion of my privacy. Let them deal with my bank. I hate using that company and will never contact them again.

After 2 screwed up service calls (they hound you to change your date and then move it without your permission), the first technician arrived, "diagnosed" the issue and told me the parts I needed. $520 later, the next tech arrives (first one quit), only to tell me "I'm sorry. The first guy misdiagnosed the problem with your freezer. It will actually cost you a MINIMUM of $650 to fix it ~ IF we can fix it at all." I was angry at my wasted time (3 visits now), I said "I want a refund and no further work with Sears." That was 6/28. Funny how they take your funds IMMEDIATELY when they order but have to write you a "refund check" to get your money BACK. After 3 phone calls, today is 7/12 and my refund check is still pending. I asked to speak to a Supervisor and conveniently nobody was available. No address OR email for complaints. This company is a SCAM! Save yourselves a world of aggravation and go hire somebody LOCAL! Trying to reach a live human is a nightmare! I'm filing complaints with BBB, Attorney General's Office and disputing with my bank. Those yahoos are trying to keep $130 of my funds for their "Trip charge and diagnosis" when I just described what they did! RUN IN THE OPPOSITE DIRECTION!

Worst experience ever! I have a 5-year-old LG refrigerator which stopped working. Under warranty, LG sent A & E Sears Service to our home. The technician came out a week later and said it needed three parts which had to be ordered. He came back out a week later and installed the parts. He went to his truck to get his gauges to recharge the compressor. The gauges were not in his truck, he thought they maybe had been stolen before coming to our home. He called his boss asking for someone to bring him some, but the boss would not do it. Seriously, how can that now be the customers problem? His boss had no desire to help a customer. The technician left and said they would contact me to schedule another appointment. I received a text message at 4:26a.m. To schedule the appointment. It woke me up, so I scheduled the appointment. It gave me an option for today, so I took it. Once I got up a few hours later, I called to see if I could get a better timeframe of when to expect the technician, since the timeframe they always give you is 8:00a.m.-5:00p.m. It is very difficult to get to speak to a human being, but I finally pushed buttons until I did. The lady who barely spoke our language told me they were not coming today. I told her I had a confirmation that said I had an appointment. I told her that I got the text in the middle of the night. She was very rude and told me that they were not coming and the earliest that they could come would be Tuesday (4 days from now). I then received another text asking me to confirm my appointment on Monday. I now have three appointment confirmations with three different dates. This company is so messed up. It is almost impossible to speak to someone and when you do, they are rude and do not know how to help you. I asked to speak to her boss, and she told me she was the only person that I could speak with. We have been without a refrigerator now for weeks and who knows when they will ever decide to come back. We have three different appointment confirmations. Who wants to stay at home 24/7 waiting on such a lousy company? Please take my advice and stay away from this company unless you want to be severely aggravated and not get your problem taken care of.

SEARS (now A&E Factory Service) is worthless!

DO NOT CALL SEARS (now A&E Factory Service) TO FIX ANYTHING! Sears is out of business, they were purchased by the a hedge fund who, when you call to talk to a person, reroutes you to the sears phone recording. A&E Factory Service Company is now sears repair.

My washer, under warranty, died. A&E, in the past month, has cancelled TEN (10) appointments, no reason, couldn't care less, sent me an email to reschedule my appointment. A&E is INCOMPETENT, DISHONEST and THEY HIDE so there's no one to talk to but a computer bot. If I ran my business that way, I'd be out of business. Will notify BBB and Consumer Review, they need to be reported and put out of business for what they're doing to honest consumers! Because they wouldn't service my washer, I had to purchase a new one, this time from a reputable and credible company that actually provides CUSTOMER SERVICE!

They came out to asses my repair of my Maytag Neptune dryer. Tech ordered parts and said they will be here in 7 days or so and he would be back June 4th 2024. No show no call, was receiving reminder calls saying tech will be at my house June 4th. Called the 4th are you coming? Was told I didn't call and say i had parts, I didn't know I needed to but i have the parts. They said a tech would be here June 5th, still receiving reminder calls stating the tech will be at my house on June 4th, however the 5th came and went no call no show. Called the 6th same story, i didn't call and tell them i had the parts, but they will have some one out on the 7th, still receiving reminder calls someone will be at my house june 4th to fix dryer, 7th came and went no call no show. Called BEST BUY to come fix the dryer and they said the parts (fuses) that Sears sent weren't going to fix the problem it needs a heat sensor (the dryer was only heating up to 110 degrees the sears tech never even did this test) either way the sensor i need is no longer made. Bought a new washer/dryer delivered and installed June 17th. Checking credit card June 27 and sears charged my card $509.00 for a repair that never happened had to file a claim with ccc, called sears to get a refund, they want there parts back because now magically they know i have the parts. Sent parts back June 27th. June 28th received a text asking me to set up dates for the tech to come back and install the parts. These people could not hit themselves in the $#*! with both hands swing. RUN don't walk away from these guys more head ache then worth.

They wasted my time,gave me a time (today) frame,then try reschedule that last minute for a week later. I could have been doing something else.

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 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.

After several calls to Sears/Kenmore home services and their assurance that once the compressor was diagnosed defective by their Technician, they would ship me a new compressor and we did not have to use their technician for replacement. On 5/22/24 a technician from Sears home repair diagnosed the compressor on our Sears Kenmore refrigerator as defective but could not order without us paying at least ½ of the $541.33 labor charge to install. I explained that I was told Sears would send replacement after technician diagnosed and we could install ourselves or use any technician we wanted. This was all after I paid an independent appliance repair technician to diagnose the same exact issue, ie bad compressor. They would not accept an independent opinion even though they use independent contractors to perform their service.
I immediately called Sears Home Services and was transferred back in forth between Technical Specialist, Sears Parts direct and Kenmore Home services a total of 10 times. After persistently requesting to speak to a supervisor I was connected to a person who stated they were a supervisor and her solution was to send out another Technician and charge me another $127 to diagnose.
After much research I found that several class action lawsuits have been filed against LG/Kenmore for this defective linear compressor. I also found out that the replacements were failing as soon as a couple of months after clients had spent $700 to $900 for the replacement. With this information it did not make any financial sense to keep putting money into a refrigerator that would have a short life expectancy. Technically they should replace these compressors for clients for free considering it is a manufacture defect. All I was asking was to get the free warranted compressor shipped to me and I would take of the install myself.

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.

We called Sears Home Services to have our clothes washer repaired. The Technician, Johnathan, did keep us apprised of his schedule and arrival time. He arrived right at 3:30 pm and was finished a few minutes after 4:00 pm. The area was left clean and we was pleasant and professional.
Our concerns were the charges. He replaced the door switch, which was the issue. That charge was $ 53.22, which was in line and reasonable. He also volunteered to clean the dryer and then charged us $50.00 for the "dryer cleaning". The total labor charges were $ 329.00 for what was approximately 35 minutes of work. The total bill was $ 432.22.
We would have been better off buying a new clothes washer. The labor charges were completely out of line unless Sears labor charges are around $550.00 per hour. That would have been nice to know BEFORE we engaged their services. We would never call Sears Home Services ever again.