SearsHomeServices

Service is horrible and have called repeatedly and cant get anywhere with their customer service department.

The worst customer service, absolutely no one knows how to schedule an in home service call.or how to keep it. I bought a new refrigerator in June 2018. Had to have it serviced 3 times since then due to the refrigerator randomly not staying cool and the freezer being too cold. It was under warranty at the time because it was new. When the warranty ran out I purchased the extended warranty plan because I knew it would break down again and it did. I scheduled a repair appointment for either afternoon or morning so I could take either of those time periods off from work. They gave me a 8 to 5 time frame and I told them it had to be either or. After several calls they told me they would be there in the afternoon on Jan 8 but I got a call that morning saying they were at my door but I was at work planning to take the afternoon off. I rescheduled for the next day, Jan 9 and they said it would be in the afternoon so I went to work in the morning, came home at noon and waited all afternoon only to call and have them say he was there in the morning again. I made several calls after that and everyone I spoke to had no clue on how to contact other departments to find a resolution to my problem. Finally someone gave me a number to call in the morning on Jan 10 to get an approximate time the repair person would be there that afternoon. I was on my way to work and was told that I shouldn't be calling that number that i was given and that the repair person would be there that morning. I turned around and went home planning on going to work in the afternoon because I was assured he would be there in the morning. Well it's 1:00 pm I'm still home waiting. Bottom line I had to blow 1 and a half vacation days the first week in January waiting for no one to show up.
As if that issue isn't enough, why on earth is my new refrigerator breaking down so much in the first place?
Anne H

Terrible and Horrible Service, never engage Sears Home Service. You will be trapped.
Sears Promised to service my refrigerator on August 12th, since I didn't receive any updates from sears, I called customer service and ensured the technician will come on August 12th. As they directed, I removed everything from the refrigerator and waited for them, however, the technician didn't show up. I called them and they informed that, technician was not available. THey could have shown basic courtsey in informing me about the unavailablity. They assured, I will get an appointmnet on August 29. I was not happy in extending my dates for another 15 days due to the negligence and deliberate ignorance from Sears side. Still I was ok to wait. And few days ago, they said they wanted to reschedule the appointment for another date which is again another 15 days. I decided not to continue with them anymore. I called the customer care, spoke to their supervisor, all were super rude to me. So I stopped communicating with them. Their commitment cannot be trusted. Their promises cannot relyed. No matter what, Since I cannot trust them. I canceled the engagement with them. Later I learned that, I am not the only person, faced this issue. I am one among thousands. Anyway I am done with sears... I had to write this review, because. Another person cannot get cheated with the paid good reviews and false promises.

They are absolutely the worst I have ever dealt with. I am so sorry I purchased my Kenmore Elite Refrigerator online from them. The fridge is only 2 years old with a bad compressor. Love the Fridge hate the company! Left me for days without my Fridge the people that schedule you can't even understand them their English is also horrible, when they finally scheduled me and arrived the tech arrived at 9:00am and left at 12:30pm and could not finish installing the compressor Left my Fridge in the middle of the kitchen floor with boxes from the compressor's and bag of parts on my counter and said that another tech would take his place that tech called and was supposed to arrive but he was taken off the route so no one showed until the next day with out my knowledge. Lost 1- 1-/2 days of pay and about $700 worth of food with no reimbursment. Called a million times to complain and sent emails SEARS DOES NOT GIVE A CRAP! Try calling Corporate Good Luck. They Closed there stores, they should SHUT DOWN Completely.

Title says it all... avoid! Transferred only to sit on hold for hours... really!
Worst Customer Service I have ever experienced!

Unreliable, irresponsible, won't return phone calls; two months trying to get our stove fixed, they blame Lg

First appointment never showed up. Second appointment canceled 1 hour before they were supposed to show up.
Don't use these people!

Sears is the worst company. Their customer service & technicians are clueless. Corporate don't care either. I've written over 20 emails to Sears holdings but they don't do anything. I hate this company. I'm doing this for my sick dad who's loyal since 1982. Sears then was good. Now they stink. Glad their out of business because they don't care about customers. I've been on hold for hours trying to get supervisor. I've made 20 phone calls since 11/8. I'm so fed up. My fridge had been making noise for 10 years. The technician comes stand there for maintenance check & does nothing. Finally technician Mohammed came & fixed the leaking by the water dispenser for over 6 years because I said if my sick dad falls while walking with physical therapist out won't go to well for Sears. Mohammed came & heard the noise & said is the compressor. Why why. What's wrong with these technician. They have no skills. Took 5 tries to fix washing machine. My boiler is old & I've paid so much money to fix by plumber because Sears tech have no clue how to check. They cover their mistakes. Just like my kids bedroom leaked from the air conditioner & cement they put for water heater is coming off. They blamed pipes. DeThor technician said he'll tape up the cement. Have you heard of such horrible workers. Same guy fixed the air conditioner & caused leaks. Didn't even check the water heater which were paying for warranty. Why they have incompent workers. So tired. I was on the phone just today one hour waiting for supervisor even though this was my 5 calls & they hung up. My heat not working & no one can come till 20th with my dad that's sick on chemo. Their taking advantage of a women & sick person. Help me!

Purchased a double wall oven that didn't work immediately upon installation. Service technician came out and referred to it as 'a lemon'.

- Ordered parts and scheduled return trip for the repair.
- Parts were back ordered, appointment rescheduled
- Parts received, part was sent in a padded envelope and received broken
- Called support (expect to be on the phone for 60-90 minutes anytime you call their customer service) and they advised they would send a replacement part and would send out shipping confirmation in 1-2 days.
- After waiting past 1-2 days called in (another 60-90 minutes), was transferred 6 or 7 times, sometimes back to the same people who transferred me back to the same people, etc. Found out part was never ordered, told part was being ordered and would hear shipping info in 1-2 days.
- Waited 1-2 days, no contact, called in another 60-90 minutes, 4-5 transfers, no one can find the prior part order, etc.) and the part was supposedly reordered yet again. Shipping info to be provided in 1-2 days.
- No word, called in, was provided tracking information. Part to arrive the next day, which was also the date of the service appointment, so since parts not received, needs rescheduled. Rescheduled a week out.
- Part received. Same part, 2 times. Both also broken. Now have three of the same parts on hand, all received broken.
- Service appointment day arrives, supposed to call when on their way (they give a 9-hour service window). Never calls, then am told they came and left.
- On with support THE MINUTE after the tech was here and supposedly left, and they can't send him back.
- After complaining, am told they can send him back.
- Wait an hour, call back in, am told he is not able to come out anymore, will have to reschedule for the next day.
- Next morning, call in, told window of arrival from 3:30-5:00pm
- Call in at 3:45, no one there yet, just confirming appointment - they have no record of the appointment. Will need to reschedule for the next day.
- Appointment rescheduled for tomorrow... I won't hold my breath. Am currently four weeks in to this process.

I signed up for Sears Home Warranty in August 2021 for the Home Appliance Warranty contract. I never used the service, so I can't give any feedback on it. However, I had the worst, very disturbing experience with this company when I attempted to cancel my home warranty.
In June 2022, I received a letter from Sears Home Warranty regarding the annual renewal for the service which would be effective August 2022. In the letter it stated that the only way to cancel is by calling their customer service.
I called the customer service line in June 2022 to cancel effective immediately.
In mid-July 2022, they charged my VISA for $599.88 for the annual renewal of the warranty.
I called the Customer Service line that day to tell them to refund the charge. The first thing he told me was that my service was already cancelled. When I told him about the charge on my VISA he said "yes, I see the charge went through". When I told him to cancel the charge, he said he would return $427 to my VISA. I said "No, you need to return the full $599.88" He said he would only return $427 and if I wanted the full amount, I had to call a different number. I called the number he gave me and it was some sort of survey trying to lure old people into some type of contract. I can't give any additional information about that scam because when I clicked the option that I was under 60 years old, the line disconnected and blocked me from calling back. I disputed the charge with VISA and I will get my money back that way, but I really want to warn anyone who is considering signing up for the Sears Home Warranty to definitely don't do it. The way they conduct their business by fraudulently charging people's credit cards and then hassling them and refusing to refund their money is completely unethical and illegal. I think they should be heavily fined or shut down. I am filing a complaint with my State's AG's consumer protection division about this awful company.

NEVER, NEVER USE THIS COMPANY! I had to use Sears Home Services because that's who my home warranty selected. Took 2 weeks to get a tech out to look at the dishwasher. He was nice, ordered the part I needed which came fairly quickly. Of course the follow up service was scheduled another 2 weeks out. Took off work for them to call and say sorry running behind and can't make it. Said he'd come the next day (tues) but I couldn't get off work so scheduled for Fri when I was off. Well no one showed up. Called and my appt was apparently scheduled for another 2 wks out not 3 days later like I was told by the tech. Finally comes out and he can't get the valve to turn to shut the water off to dishwasher so he could repair. Said I needed a plumber. Got a plumber on Mon and called Sears to set an appt. Well of course the tech had already set it but for 2.5 wks out. By the way didn't need a plumber, all he had to do was put a tad bit of muscle into it to turn the valve. A wasted service fee. So the day finally comes for the repair. Scheduled between 1 and 5. At 12:10 tech calls saying on way. Said I could leave work now and be there before 1. He said well let me make a call n call u back. He didn't return my calls. Checked the app for estimated time and now it's a new tech with estimated arrival time of 6:45. At 6:10 get a text from Sears saying sorry you weren't home. Even had a picture attached as to maybe prove they were there? I don't understand that bc the picture was of a washer inside a house? Plus I'd been there since 1! Called to see what was going on with them saying we escalated the ticket to have them come back out and they'd call me back. 30 mins later no call back. I get on online chat and oh sorry tech got behind and can't make it. He'll come tomorrow but couldn't tell me when but rest assured she'd send over my info and they'll contact me as soon as possible. So now I'm just supposed to last minute call into work and hope they get me scheduled for tomorrow. NEEDLESS to say 3 months later I still don't have a working dishwasher

We called for a repair appt. On Sunday, June 26,2022. I spoke to agents about warranty questions and what exactly was covered. I was assured 100% of parts were covered; labor and tax were not, and a $99 diagnostic fee would be waived if we approved the labor and tax estimate.

The appointment was Wednesday, June 29. The tech stated only the compressor was covered. He stated he had to also change a computer board, which was not broken, otherwise the new compressor would not work. We were told the computer board was an additional $671.65 and the final estimate was $1188. 75. He stated that 'Sears reps lie all the time to customers' about warranties. (His behavior/comments were inappropriate and unprofessional from start to finish)- ex> his first words after we said "good morning" were "you know you're going to have to pay today?" and continuous complaints about his company and the brand off refrig) I asked him to give me 5 minutes to contact Sears because they provided totally different information; he rudely stated no and told me to call him once I spoke to Sears and he would come back to get any fees and/or move forward with repairs. He left and then immediately forged a signature on the paperwork stating I declined service and tried to charge my card on file. I received email alerts from my bank and from Sears regarding the charges. I immediately contacted Sears to- 1- ask them to honor what I was told about 100% of parts being covered and deduct the $671. 65. 2-ask why my signature was forged on paperwork. I was transferred over 15 times to different agents who provided conflicting information. 3 agents admitted a mistake was made with the warranty information that had been initially provided to me; 2 agents stated the tech would be reported; 1 stated they order was put in wrong/wrong account from the beginning; 1 stated I would receive a call back from "the back office" regarding my challenged.

Between Wednesday 29th and Thursday 30th it has been absolutely impossible to reach anyone with any authority. My refrigerator is still broken. It is less than 4 years old-bought brand new May 2018 for $2682. 43. I am still storing vital medicines on ice in a cooler.

Called for service appt. When freezer started improperly cooling... No appt. Available for 2 weeks. Day of appt. I get a Robo msg to reschedule my appt. I call customer service... They claim Tech got sick and went home. They will put me on a list and call IF SOMEONE ELSE CAN'T KEEP THEIR APPT... otherwise next available date is 2 weeks away. CRAZY... 1 month to get a tech. Meanwhile NOW in week 4 the freezer has taken a turn for the worse and l am experiencing food loss... Tech finally arrives whom WAS VERY PLEASANT... Worked on what he was able to... BUT NEEDED A BASIC PART WHICH OF COURSE WAS NOT ON THE TRUCK and had to be ordered. Next appointment 2 MORE weeks 2 days away... Whew 6+ WEEKS ON SOMEONE'S FREEZER... I call customer service to ask for reimbursement of my food loss... They argue that... Get this... THEY DON'T COVER FOOD LOSS THAT IS AS A RESULT OF MY... FREEZER BEING BROKEN... I argue... Well it WAS NOT BROKEN 4 WEEKS AGO... just in need of SERVICE... FROM THE TECHNICIAN I PAY FOR THAT YOU DID NOT PROVIDE ME IN A TIMELY MATTER and when you did he came with no part which now is costing me 2+ more weeks... Well sorry Maam we can't help you. Asked for a supervisor... Still waiting for a call from a supervisor... They say could take 24 to 48 hours... But "I ASSURE YOU THEY WILL TELL YOU THE SAME THING" said the customer service rep. What a pathetic excuse of a SERVICE COMPANY. Fly away Sears. You have completely LOST ALL RESPECT... Just disappear... What a sick joke you are Sears... Shaking my head.

They were scheduled to repair my dryer with a time window of 8a-5p. I work from home and was there all day. I had not heard anything so went on the website and did a chat to ask if the tech (Chris G) was coming. They said he was delayed with a big job and would definitely be there between 5p-6p. At 540p I did another chat and the person said he would be there within 1/2 hour. About 15 minutes later I received an email that said he came and no one was home. Then I received a text that said to have him try and come back call the number on the voicemail. I had no voicemails... no one had called either number they had. When I actually called the 888 number the person said he would report him as he lied (which I doubt they do) and that he would call me in the next three hours. At 8p I got a text that the appointment was rescheduled for the next day. I cancelled it. If they lie about him coming as scheduled who knows what else they will lie about. And, when I talked to someone at the 888 number they did offer me a "free" quote on flooring, siding, roof, or other home improvements as compensation for the error. LOL, why would I want them anywhere near my home now? Be careful if you go with Sears Home Services. They are liars.

Terrible! I waited a2 weeks for them to come inspect my Kenmore refrigerator. The technician found that the computer is not working. When he checked the computer he had he foun out it Case Description
I had back surgery to remove titanium hardware. During the surgery the doctor tore a conjoined nerve and caused injury. This occurred in March 2017. I have suffered chronic pain daily ever since. I suffer from back pain and neuropathy. I recieve in home care to help me get through the day. I have also had two second opinions but they say that my condition can not be corrected. Ever since I need help with my self care needs like showering, tieing my shoes, dressing, at times eating, etc. I am unable to provide for my family because I can not work. My primary doctor has all my medical records of my condition ever since the injury. I am considered permanently disabled since the accident. Not the one. He order the part and said he would come back on August 9 when the part arrived. I can not wait another 2 weeks. My husband is disabled and my mother is 81 years old. They require our refrigerator around the clock. I have my food in coolers. I told this to this company that I needed emidiate assistant, but they don't care. I've spoken to over 20 employees and they all give me the run around or hang up on me. I've spoken to supervisors like Pet and others. I've asked them to send me conformations to my email and the don't. Don't purchase this insurance for your home appliances. All they care about is making money. They have no compassion or respect for their customers. Never again will I purchase anything from them again, and take in account we've been customers for over 20 years. We purchase all of our appliances here. NEVER AGAIN!
Your company is the lowest in customer care.

Don't waste your money - total rip-off cajoled into purchasing then they won't cancel w/o a fee tfro

Keep in mind, I used Sears ONLY because I already paid for the service - otherwise I'd have repaired it myself within a week.

Two year old Kitchen Aid Dishwasher leaking under diverter motor. The contracted local area service did not show up on the scheduled date and did not call - first red flag. When they did show, I was curtly asked how I knew it was leaking there - so I curtly replied because I looked under the damned machine and watched it leak - DUH - second red flag.

This outfit ordered parts that were nowhere near the problem area. Left the machine disassembled and unrepaired then closed out the service ticket, got reimbursed and said noting to me. Only when I called did they inform me that the tag was closed. Another 45 minute on hold call to Sears scheduling. That got them in a little hot water because that's called fraud. So, long story short, it's now 4 months later and parts that would not fix the leak anyway are still backordered - third and final red flag.

I looked up and ordered the proper $18 diverter motor shaft seal located in the sump pan from the grommet guru or from Amazon then fired them. Let 'em eat cake.

Save yourselves headaches and wipe your arses with your sears service contracts. Then, buy your appiances from someone local other than Sears and write them off as worthless. Sears deserves to go belly up. They once were the standard but like most other poorly managed companies in the USA, they're profit oriented, have bought out good brands and lowered their quality with cheap failure-prone parts and offer nothing but bozo contractors to waste your time and money.

Suggestion: Buy a half-sheet sided baking pan, place it under the washer motors and sump pan (the big round plate in the bottom of the wash tub, and then put an inexpensive battery-powered leak detector (available from Amazon) in the center of the pan with a 4x4 inch paper towel square under it and save yourselves a floor repair. The square will soak up any liquid and trigger the alarm.

We have a relatively new Kenmore Elite French Dood Bottom Freezer refrigerator. The compressor went and a non-Sears repairmen referred me to Sears because he said the LG compressors they use have been subject to a recall and the repair would be covered. The part was covered, but Sears still charged me $742 for labor, which was not covered. The Sears repairman who assessed the refrigerator said he had to order the part. Despite the fact that he said they almost all fail, they don't stock them and we had to wait over a week (without a refrigerator or freezer) for the part. Finally he installed the part and recharged the refrigerant. The next day we noted that the freezer was working, but the refrigerator was not. Called Sears back. The earliest appointment was more than a week later. When he came, the repairman said it didn't have enough refrigerant so he topped it up again. Next day, the refrigerator was about 8 degrees colder than it had been, but still not at or below 40 degrees. I called back and was told the earliest appointment was more than a week later. All together it has been over a month. When you try to talk to someone, you find it is impossible to get a live person. All they will do is reschedule appointments and, unlike normal companies, the make no allowance for the fact that they started the repair and due to their incompetence, you have to keep waiting. Any reasonable repair company would be back the next day to correct their mistakes. I will never call Sears repair services again, they are the absolute worst. Also, the repairman was rude and defensive. I guess he's used to being accused of substandard work. Dealing with Sears Home repair Services is like being in purgatory. They're overprices, incompetent, and have zero customer service. I would give them zero stars if that were an option.

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.

I am a long time (16+ years) customer of the Sears Master Protection Agreement (aka Sears Appliance Plan). While I've had good customer support historically, recently the red tape and circus act, has infuriated me to the point of cancelling my agreement and moving to a more responsive and respectable company. I understand product and part delays due to COVID and I'll flex with the best of us, but I am now officially in a 4-month endless cycle of pass-offs and delays regarding a washer that was deemed unrepairable, and approved for product replacement. I settled on an IN-STOCK washer and set a delivery date (rather lengthy 3 weeks) with the Product Replacement Department. Two days prior to delivery, I receive a call informing me that my washer is not available and they must reschedule. Again, 3 week delivery window. Tonight I receive a call informing me I need to reschedule my delivery set for tomorrow for another week. After making it through several departments (1 hour) I speak to a case worker who informs me I must either wait or cancel and pick another product, they will not provide a cash payout and put me out of my misery. Understand I purchased the matching dryer out of pocket at another store, which arrived in 5 days! His response was that he did not tell me to buy the dryer prior to their delivery. Seriously, excellent customer service! Tonight I learn about hard and soft delivery dates. Apparently a soft date is when the product is NOT in stock, but they are selling it to you regardless. A hard date means it is in the warehouse. Way to bait and switch Sears. Take a look at the reviews for the GE Sapphire washer/dryer and you will see MANY reviews with the same delivery issue. This is how you lose confidence and go out of business. So here I sit, hostage to an unhelpful, imperfect process, WITHOUT a washer 4 months later. UNACCEPTABLE! Honor your contracts, and your word and provide my replacement as promised or provide my agreed replacement as cash value. Next, Shareholder Meeting.

TERRIBLE SERVICE GUYS and INEPT CUSTOMER SERVICE, AVOID AT ALL COST.
I am a friend of Elaine Valois (93 yrs old) here on Kauai. After the 3rd missed appointment for repair of her gas range I offered to check it out and repair it for her. What I found was shocking and disturbing.
The service guys committed fraud replacing parts that weren't bad, which failed to fix the problem and they put things back together wrong with wires not in the right places/pinched, failed to put the mounting screws back in the drip pan (just setting it in and leaving it) and then took or lost the mounting screws... then later they wanted to replace the same parts again when called back! They ordered the same parts to be shipped to her house and then missed 3 appointments scheduled to install them. This has been 2 years of not having the gas range fixed... smelling of gas and working off and on, very unsafe. The problem was an igniter that was going bad.
Then trying to contact Sears on the phone was a nightmare and they didn't even know what to do about it when after FOREVER on hold they couldn't help because they didn't have a fraud prevention unit! Service order #s: *******, **************, etc, Sears home services via A&E Repair.
AVOID THESE PEOPLE!

I scheduled an appointment for Tuesday 03/30/21 for a Technician to do a diagnosis on my Samsung Dryer. I took the day off work so I could be home when the technician arrived.

I had an appointment window from 8am to 12pm. At 10:18am I got an update that The technician would arrive between 12:01pm to 1:31pm.

Then at 12:23pm, I get an email that the technician arrived but no one was home and that he had left, attached in the email is a picture of the incorrect House on the wrong street.

I contacted Sears Home Services to have the Technician call me so I could guide him to the right address, but the said he would not be able to make it back out today and would have to come back on Thursday.

I explained that He should still be in the area, and can make it back to my house within the updated appointment time (12:01pm to 1:31pm) but was told that they were unable to contact him.

All in all, poor customer service, and unwillingness to correct a mistake they made. After contacting Sears Home Services, and writing this review, it is 1:02pm (still within my appointment time)

I would urge everyone to do business with any company other than Sears Home Services.

Sears farmed my home warranty to Cinch, and they support is horrible from both ends. My downstairs AC was not working and my upstairs unit was fine. The first Sears AC tech had been here a year ago, and there was a mysterious short that took out my downstairs breaker. This time there was a mysterious short that took out both the downstairs control board and thermostat, and the exact same breaker damage on the upstairs unit, that had happened to the downstairs unit the last time that tech was here. She left to go get R22 and we figured out that the upstairs unit had stopped working. Learning from her last visit I had spare breakers for both and quickly replaced it. She eventually returned and could not figure out that the BURNING SMELL was from the board that blew up in the unit, because she kept INSISTING the upstairs unit was the downstairs unit. She left claiming there was a short. We requested a different tech, he came out and ordered the part and left. After 2 false starts and another week, he shows up to blame me for the wiring, the short, and refuses to do any work, because the other tech THAT WAS CLEARLY HIS "GIRLFRIEND" said it was all my fault. I had not worked on my own units in more than 7 years due to health issue. I had a contract with another company before Sears, and the documentation to prove it. The tech threatened me, IN MY OWN HOME! Needless to say we are asking for a full refund for the cost of the Warranty. We'll have the unit fixed and start with a new company. Do NOT EVER trust Sears again. It isn't fraud, but they are damn close. Sears, apparently wants to follow K-Mart into bankruptcy...