SearsHomeServices

I am very upset with service provided by Sears to cover warranty repair about my LG washer. When I purchased LG washer, I purchased 3 years extended warranty. Last week I called Sears to request appointment for my washer repair and I was given today's date between 8am to 12pm for technician to visit for repair. I took vacation from my job so that I can be present during repair. Unfortunately the technician did not showed up whole day & when I called Sears I found that repair appointment was rescheduled to Saturday without notifying me or asking me. I was also told by Sears that I directly deal with repair company as this company was alloted job for repair by Sears. Sears gave me phone number to contact repair company which is ridiculous. When I have purchased warranty from Sears why I have to deal with repair company. I am planning to complain to consumer court as I fell cheated by Sears as they convinced me to buy extended warranty during washer purchase and now they are not providing me service. This is huge cheating from Sears. I hope someone from your end would contact me regarding my complaint.

I would rate -1 if i could! My home warranty recommended Sears for my Dryer and Washer repairs. It took Sears over a week to get to my house, and forced me to make separate consult appointments each for the dryer and washer. They ordered a slew of parts for both and scheduled two return visits 2 weeks out. Again, they wouldn't address the washer and dryer at the same appt. I took the day off of work and the repair man was a no show. Never called to reschedule or anything. I called Sears today only to find out that my work order was not scheduled because apparently there are backordered parts. Again, nobody bothered to inform me of this. My washer appointment is scheduled for tomorrow and I'm told that also won't be scheduled due to a back ordered part. So it's been nearly a month, I've lost 3 days of work and $$ going to the laundromat. I'm told I'll have to wait until parts are no longer on backorder. This is beyond unacceptable. I bought my washer and dryer with Sears and I can assure you I won't be doing business with them again. Their approach to providing quality service, or any service is slim to none. So if you are retired or unemployed and can afford to wait around for someone to get around to telling you when they'll show up, Good Luck with that. 1 month in and I am no closer to being resolved!

Called Sears Protection Agreement office back as parts suddenly show up at my door the next day. Had called on the 23rd of July and the representative said to call back after five business days and the Lawn Tractor would be replaced. Parts showed up on 24th by some miracle. Called them back on the 30th of July, gave them the case number, and they said they had no record of the Lawn Tractor being replaced. False words as I finally got them to say they had the case number, but nothing was said about replacing the Lawn Tractor? Then I was told the technician was coming out to repair the Lawn Tractor with the parts that had come in. He came out in a bad rain storm, but he worked hard on the Lawn Tractor even though he got very muddy and wet. Took him about an hour just to get the tractor running with the new switch that the instructions were all wrong about. Once we got it started, he began work on replacing the other parts and was missing new bolts and washers as well as a transmission belt he didn't know he would have to have. I had told Sears this would happen because he wasn't able to check an inoperable lawn tractor, unless it was running. He ordered more parts, they came in, he will be here the morning of the 6th of August to work on the Lawn Tractor again. Mower deck and transmission still do not operate correctly, but he says it is normal?

Sears came to repair my whirlpool dishwasher on August 21,2020. The ordered parts which did not come in until November 15,2020. They scheduled appointment for part installation on Nov. 30,2020 but never showed up in the 1pm - 5 pm window and they didn't call. I had to call and reschedule for Dec. 4,2020 between 8am - 12 pm and again they didn't show and didn't call. I called back and rescheduled for Dec. 8,2020 and again did not show and did not call. I called and rescheduled again (1-800-4-my-home-- Sears) They could not explain why the tech did not show up and why nobody called) they just kept saying to reschedule that the next time would be different. So I was rescheduled for Dec. 14,2020 and again Sears did not show and did not call. This time I got a supervisor involved and she told me that The "Repair Order was Corrupted", I think that Sears is actually the one that's "Corrupted" because they had already been payed and Did Not Care! Sears knew I could Not cancel payment because it was already more than 90 days so the payment had already gone through. OnHORRIBLE SERVICE!

I bought a window a/c unit and kept the protection agreement on it. Last year (2021)in April I called for yearly cleaning and because it was not cooling quite as well as it had before. Was told they can't fix it u til it crapped out. It did a few weeks later and tech comes out orders a new compressor and some other parts COVID pushed parts back ( past the 10 working day limit they themselves set) but because they have always done right by me before I tried to be patient. I had missed appointments including one where the tech never rang or knocked at all and then said I wasn't home. I was and anyone who has dogs knows that they let you know you have company. Finally parts are installed in December of 2021 fast forward to may of 22 when I called because it's still not cooling properly they ordered sensors. Got those put in yesterday 7/19/22 and it's not cooling at all. I also live in Oklahoma and work outdoors and they are making me wait until next week so a tech can come out and " order a functional part" so they can condemn and replace it. Sears.com has nothing comparable to the one I had that isn't garbage and I am stuck waiting for the to replace and ship something. You get the phone tag run around. No one speaks English and since they already have your money you can just piss of and die they do not care that me and my dogs have only one room we can be in since the house is 95-100 degrees all except the bedroom I sleep in. ( it's been over 100 * for last week and 1/2 and projected to be that way for the next 10-12 days I'm beyond fed up. And they have the nerve to ask if I want a home protection service. If they can't fix a window unit in a timely manner I damn sure won't let them fix anything else. Save your money and your headaches and stay away from them. They used to be really good and trustworthy but not anymore. RUN FAST AND FAR AWAY

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.

I had a scheduled service on Thursday, February 11,2021. On the evening of February 10, I received a text confirming my appointment between the hours of 8AM-5PM on the 11th. I took off a day from work so that I would be home when the service person arrived. Checking the appointment link on my phone during the day, it showed my appointment was still scheduled. Around 2:30 that afternoon I was able to call Customer Service to see if they any way of telling me what time I could expect the service person to arrive at my home. I was then notified that my appointment had been "CANCELED" because the service was person was sick. I asked if my appointment would then take place the next day, Friday, February 12 and was told "NO" and that the next available date for my service would be MARCH 11,2021! This is so totally wrong and unprofessional! Proceed at your own risk - there was NO COMMUNICATION concerning the cancellation of service.

I called Sear Home Service Center phone number to get the price on installing new base cabinets, kitchen cabinets and countertops. I was told the only available date they had for someone to come out was next month, I said ok. On the day of the scheduled appointment, I got a call and email confirming my appointment. 20min before my schedule appointment I get a phone call from Sear about them having to reschedule and that the only available date is a month from now. I called them back and told them that was unacceptable I did nothing to deserve be pushing my appointment back another month and asked to speak supervisor. The supervisor was able to get me appointment for that following week. Two day before my scheduled appointment I get another phone call to confirm my appointment I say yes I would like to confirm. On the same day someone calls be back up to ask
Me a few questions about the work I needed done to my kitchen. I told them the same thing and now there telling me they can't do it and refused to come to my home to give me estimate. I truly believe they never intended on honoring there appointment and now I'm left looking to find someone to install my kitchen cabinets and countertops 3 week before Thanks Giving! Thanks a lot Sears, Im truly great full. I believe they were afraid to come out to my neighbor hood smh... I only wanted to give my mom the kitchen she always wanted and deserved. I'm truly sad. Reference Number: *******

I have a home warranty with Choice Home warranty. On Dec. 6 i initiated a claim for a repair for my washing machine. Sears home services sent a repairman 2 days later. He diagnosed the problem, ordered minimal parts and rescheduled the repair for Dec. 20... which i thought was a long time to wait. The parts arrived at my home and on 12/20 i got an email that the repair could not be completed that day and was rescheduled for 12/22. On 12/22 i got another email stating the repair would be rescheduled, yet again, this time for 12/30! I made several phone calls to express my displeasure for the cancelled appointments and was told there was nothing they could do to get someone to my home any sooner. Well today was the big day. I was going to get my washing machine finally fixed. I was expecting a phone call (thats how it happened the first time) from the repair guy telling me he was on his way. I was going to work and would drive home to meet him when he called. I have a job and cannot sit at home for potential 4 hour window waiting for a call. I was half way to work when i got a text saying he had been to my home but left when no one was home. I was furious! Called them right away, promised a phone call back... nothing. I just spoke to another "supervisor" at sears home services explaining in great detail everything that has happened over the past 24 days but was told the next available appointment wasnt until Jan 7 and that the technician had other appointment obligations to fill. I suggested that "they" cancel someone elses appointment... someone who hasn't been waiting 24 days like I have (like they had done to me twice), reschedule them for a later date and give me their appointment today or tomorrow. He said he "liked" my idea but did not offer to follow through on it. Ridiculous! Also ridiculous that every single person i spoke to at Sears and Choice Home warranty had a foreign accent so i know i was not even talking to someone based in the USA. Stay away from Choice Home Warranty and beware of Sears Home services! Neither should be in business

Please be advised that I called Sears to come again to take a look at my LG refrigerator as I was having the same issue I reported in 5/2023. The refrigerator was not cooling. The technician came to see it on 7/10/2023 and advised the condenser was not working and would need to order parts. The parts arrived on Thursday 7/20/23. Sears scheduled an appointment for Monday 7/24 via text message. I took off from work to be here as the appointment was confirmed via text message. The technician never showed up, there was no call from Sears and no text message. I was referred to an automated system that had no option to talk to anyone live. I tried to chat with someone online and they referred me back to the automated system. I finally found a home service customer service number and spoke to representative by the name of Nathaniel Parker who referred me to her supervisor, Sophia who refused to provide a last name. Sophia agent ID number *******. I explained above and she advised me "We make the appointments but we have no control over whether the technicians show up or not"
I have never had a more dismal customer service experience. The woman could not care less about the fact that I have not had a refrigerator in almost three weeks or that I took off from work to be here to get this done. In fact as I was on the phone with Sophia No Last name I got a text message that the appointment had been rescheduled until 7/31/2023. I am requesting that a Corporate Customer Service MANAGER calls me on this right away. I need my refrigerator repaired now. I have medicine that needs to be kept cold and cannot wait another week to see if you would kindly do me the favor of showing up. I have contract and you are in blatant violation of same. I will be sure to share my experience with anyone I know and on my social media accounts. No company should make a profit and be allowed to blatantly breach a contract. I bought a home service contract to have peace of mind that when an appliance fails, I am covered by a reputable company. Sears has unfortunately failed in a disgraceful manner.

I was given a 8 am - 5 pm window. Tech called at 8:53and was here minutes later. He was extremely professional and polite.

I bought a warranty with Sears Home Services because no one local serviced our Fisher-Paykel drawer dishwasher. When the lower drawer wouldn't drain, we called Sears. The technician they sent said it would be two weeks to get parts. After two weeks, I called the service rep only to be told "Sears has declined to pay for the repairs because the damage was caused by hard water." (Given that much of the US has hard water, what a convenient way to avoid making repairs on dishwashers or washing machines.) I received no phone call from the local repairman, Sears, or anyone else to let me know this, so I wasted two weeks waiting for parts. Instead, I could've used that time to order a replacement dishwasher and have it installed.

I also had my refrigerator door handle repaired; I paid by check (scanned electronically for immediate payment), only to receive a duplicate bill I'll now have to fight.

So I spent $600 for a warranty only to have to replace my dishwasher at my own expense when they refused to repair the one under warranty. (Did I mention the service calls are $75 ON TOP of your warranty cost?) My new dishwasher can be repaired locally. Local repairmen charge only $50 for a visit.

Does it go without saying that I cancelled my SearsHomeServices "warranty"?

DON'T LET YOURSELF BE RIPPED OFF BY THESE PEOPLE!

They never showed up. They claim they were by my house 8:15am what is not true as i have a camera and no one was there

This Company technician is dishonest and tricking customer by adding extra services cost to the customers.

I have a Kenmore Elite bottom freezer. It's 5 years old and the compressor has gone out. I researched and found out the compressor has a 10 year warranty but you have to use their Service Technicians and have to pay for the labor. They then tell you there are also other parts involved that you have to pay for and you have to have a cleaning service performed. This compressor that is free is now costing me $686.83. The technician left and said to give it 24 hours to get cold. After 8 hours the freezer that was just not performing up to it's full capacity totally defrosted and everything went bad. Called customer service the next day and could never get a person but finally after hours got another technician scheduled to come out the next day. He diagnosed that because they had replace the compressor now the evaporator needed to be replaced and it had to be ordered. So FOR $686.83 AND $125.00 which was the cost of a none Kenmore/Sears technician who originally diagnosed it I have a NON Working Refrigerator worst than when they started and they can't get the part for 5 days or so. What an outfit, rip off, and even the techs admit that they are made with parts (compressor's) that go out within 2-5 years. I know have coolers and ice keeping my essentials cold waiting for this part. HORRIBLE EXPERIENCE. Oh and the first technician burnt my floor when welding in the new compressor...
And good look trying to EVER talk to a person. They put you through the automated system and it's almost impossible to talk to a person.
This is the very WORST treatment by a company that I have yet to experience!
Never will I EVER buy a Kenmore again. Hope you don't either. The technician recommended WHIRLPOOL!

This service costs roughly $53 a month. Over one year it will cost roughly $636 in a year. Set that aside for yourself so that whatever junk appliance you own breaks, you can just buy a new one instead of wasting your time with this useless service.

The ice maker on our Kenmore Elite broke several months ago. We called the service and they came out, assessed the situation and came back again to fix it. Within a few days, the unit broke again (same exact issue). The same technician was sent back to the house with an entire new (refurbished) unit. I came back to the kitchen, after he left, to find TWO holes in the wall. The coward left without telling anybody (bad on me for not checking his work). This repair almost lasted a month before it broke again (and, yes, same exact issue).

I called Sears Home Services on Tuesday, 10/24/18, asking for a different company to come out. They assigned a company for 10/30/18. Over the weekend I received a call telling me there was a computer glitch and my case was rescheduled. I called to complain and my date was changed to 10/31. I followed the instructions to call and confirm my new date. I heard nothing back. I called today (10/31) and was told the company could not contact to confirm the time because the wrong number was given to them. Mind you, they had my email and Sears' number to try to get in touch with me, but this is what they hid behind. The customer service rep said the best they could do on my time table is send somebody out on 11/12/18. I asked to speak to a supervisor and was told one was not available and they would have to call me back today. I am still waiting.

This once storied company cannot go out of business soon enough! PLEASE do not waste your time with this service.

Electrolux Front Loading Washer,

*******861
Sears home services,

First let me state I called Sears Home Services, because of the Name…
So now I know Sears, is not the same company, as when I grew up!
I am so disappointed! A bogus trade call during COVID19, to charge me for a trade call!

Your tech came into my house to look at my washing machine…
He looked at it, spent 5min looking, online for a part, and told me "he thought it would cost more to fix it than what it was worth" he told me all the Electrolux Washers had this problem, but he wouldn't know for sure unless he took my washer apart to see what else was broking… so, he talked me into getting a new washer, and we both agreed, that makes no sense to fix?

He then your technician told me I needed to pay him for the service call? I told him that he did NOTHING but look online for the cost of a part?! For something you could have told me over the phone when I called in and gave the model # and problem... I said the latch was broken on my washer!

When he asked for the service fee, I told him to break down the washer and let me know for sure what the cost of repair would be for me to have it fixed! He looked at me like a deer in the headlights and refused! So I refused to pay!

He did nothing so he will get paid nothing!

I was thinking of taking this issue to the BBB because of how disappointed I was with Sears!

I am really disappointed that Sears is not the same company!

On 11/23/2022 a technician arrived to repair the ice maker which is in the door of the refrigerator. It was determined that the water line was frozen so the technician thawed it out. Water ran into the ice maker and he left. One round of ice was expelled and it froze again. So 2 hours after he left, I called Sears to report that the ice maker was frozen once again. About a week later, I called Sears again because no appointment had been set up for a return call. The technician that came this time determined that there was an electrical problem which could only be fixed by replacing the door! Since the refrigerator was less than 2 years old, I agreed to replace the door for the price of $453. A new door arrived and when the technician came to install it, he found that it was damaged. So he ordered a new door. On the 4th call for this repair, the second door had arrived and the technician said that they had ordered the wrong door. Then he said it would cost an additional $85 ro get the correct door. So after 4 calls, $158 paid for the first visit and $443 for a new door, I still do not have a working ice maker. In addition, I have 2 refrigerator doors sitting in my garage. With 4 days off from work to accommodate the repair schedule and the $600 paid for repairs to date, I could have bought a new refrigerator and it would not have been a Kenmore with an ice maker in the door!

8/23/23 - There's more! This same refrigerator died. Since it is a Kenmore appliance, no one but Sears service would fix it. Repair person came and determined it was the master control board which would cost around $700 to repair/replace. That, in addition to the ice maker which required a new door for around $600, the total for the repairs for a refrigerator that is 2.5 years old would be around $1300. I also learned that although the refrigerator has a Kenmore label, it is really an LG! Piece of trash!

Sears Home Service is the absolute worst. My refrigerator went out in October, I have a home warranty, the home warranty company uses sears home service. It took them 2 weeks to get out there initially, then they had to order parts (the control board and drip pan), another 3 weeks later they come back out to install the parts which by the way came in 4 days after they ordered them. The installer installed the electronic (control) board, the first installer had ordered the wrong size drip pan so the second installer had to reorder that. Which by the way does not affect the cooling of the refrigerator only catch's the condensation. When the first installer came out my refrigerator was cooling just not enough and my freezer was fine. When the second installer installed the board both the freezer and refrigerator quit working, causing the freezer to defrost and since the first installer ordered the wrong drip pan there was nothing there to catch the water so it flooded onto my laminate flooring. When I called them to tell them what was going on the only response they had was "sorry for your inconvenience, but unfortunately you have to wait for the other part to come in". So instead of coming back out to see what happened with the first part they installed we have to wait for the second drip pan they ordered to come in (which came in today 12/8 and they will not schedule to come back out until 12/23) then he will have to diagnose the problem order the correct part (again) and we will have to wait again. So we have gone through Thanksgiving and now looking like Christmas with no proper repair to our refrigerator. Now back to my soaked laminate flooring, they had no response other than sorry for your inconvenience. Once this ordeal is over with I will be filing a formal complaint with the attorney general, I will also be terminating my contract with the home warranty company and will never use either again.

Our 2 year old washing machine covered under the 5 year maintenance plan has died.The service tech came out and said the control panel had failed and he was ordering a replacement. After a week of not hearing anything I called and was on queue for 1 hour and 15 minutes. When the rep answered and I had to gothru the whole scenario, He said he could see the ticket and the parts shout be there in 2 days. Three days went by, called back was in queue this time for 1hour and 5 minutes. The lady that answered said she could see the ticket and was escalating the issue and someone would call me within 48 hours if the part hadn't been located. 3 days went by and I called for the 3rd time checking, Was told this time a totally different story and would have to wait for 21 days before the could do anything. Ask to speak to a supervisor, Was told I was they were busy and weren't available, I ask for one of them to call me back. Was told I wasn't allowed to speak to a supervisor.The store where we bought the washer said they was having the same issue's. Sear's has forgot the meaning of customer service, Not sure why every time you call get a different answer. There customer service is just a call center that dodges taking ownership of the issues, They just make up something to get you off the phone.

Had my local guy come out, he was able to figure out that it was the main mother board. Said it was not available. Wife called Sears since it was a kenmore range. They said they had part (they even transferred her to the part guy who also said they had it) she made appointment. Earliest was in 2 weeks, they canceled it and we made another appointment a week later. We asked about part again and they confirmed it will be on truck when tech came out. They canceled again but could come a few days later, again we asked about part they confirmed they had it. Tech came and before I would let him in I asked about part. Guess what it was not on truck! He said they had it in stock and said he had to check range first. So I let him in, he showed me part and that I had to pay for everything ahead of time and part would be sent to me. Then a tiny empty envelope. Called was transferred to 3 different people and was told that it was coming in another package l, took over 50 minutes to find this out. Waited a week, called back again talked with 3 different people again and finally asked to talk to supervisor, was transferred 3 more times. Was told they would n get back to me within 24- 48 hours (was in phone again for over an hour). Never got a call back! Called again asked to talk with supervisor and went through the same multiple transfers and again was told someone would call me back in the same 24 to 48 hours. I refused and wanted confirmation that they actually had part. Waited on hold and finally got confirmation that they do not and is it is no longer available. I was told I would get full refund, they did not, charged me for service call. Oh I was on the phone for over 1 & 1/2 hours. I would like to note that almost everyone I talked to, really pushed for their major rip off home appliances warranty, even the repair guy. $50 a month and only get 40% off on their rip off repair pricing. This whole process took over a month and a half to find out the part no longer existed, ordered a new stove and guess what back ordered for over a month!

TOTAL WASTE OF TIME AND MONEY... THEY COULDNT FIX THE REFRIGERATOR BOUGHT FROM THEM FROM THEM AFTER 6 ATTEMPTS AND 2 MONTHS TRYING... GIVE A CREDIT OF $500 AFTER PAYING 2600

We scheduled an appointment for 11/1/19 and waited for someone to show up because they give a window between 1p-5p. We called around 3p for status update and was told the appointment was actually set for 11/8/19. Then 11/8/19 comes, we wait again. Call for update and are told appointment window was changed to 4:15p-6:15p. As it gets close to 6:15p we called again and was told the date was moved without telling use to 11/13/19. Again we wait between 1p-5p, then call to check status and are told the time has changed to 4:15p-6:15p so this must be the standard scrip. I called again to check status and I was told someone would arrive around 5:20p. I waited until 6:15p and was told the technician closed the ticket out because I wasn't home which is a lie. I even turned all the yard lights on because it had gotten dark and no one came to the door. The CSR said they do that sometimes when it is getting late. She asked if I wanted to reschedule and I said no. I told her I thought the company is a scam and that I didn't believe they actually send technicians out. No wonder Sears is closing down! I then called a local repair place and made an appointment with someone who said he'd be out the next day. Obviously time will tell, but I trust the word of the new place over Sears.