SearsHomeServices

I bought a Kenmore Elite French door refrigerator/freezer. I thought if I bought a more expensive refrigerator, it would be more durable and last longer. I was wrong! The refrigerator and freezer stopped cooling after 3 years. I booked an appointment with Kenmore repair services to diagnose the problem and gave them my credit card to guarantee the appointment. After a two week wait, Kenmore cancelled the appointment on the day of the appointment with no warning or explanation. The repairman said something about an error on their paperwork because it might be covered under the warranty, as the compressor breaks on these refrigerators all the time. He said his boss probably cancelled the appointment. Sears said I cancelled the appointment and declined services, which is a lie. As this was only a diagnostic appointment, not a repair appointment, I knew that I would have to pay up front for the $120 fee for the initial visit. I also knew that I would have to pay for labor for the installation if the compressor needed replacing. There should have been no issue with paperwork, as this was only for diagnosis of the problem. I called Kenmore warranty and was finally directed to Sears Home Services. It took more than two hours to find a phone number that had representatives working, rather than purely automated responses. It took another 3 hours of phone calls, being placed on hold and redirected from one unhelpful rep to another. After all of this, they said there was nothing I could do but schedule another appointment a month away, with no guarantee that the repairman would show up then. Then they had the nerve to try and sell me different services such as home warranties. In the meantime, I'm having to spend a huge amount of money on coolers and ice because I do not have a working refrigerator or freezer. It appears that Kenmore/Sears is deliberately selling appliances with known defective parts and then deliberately making it difficult for customers to get covered repairs in order to wear then down, hoping the customers will give up and not pursue a rightful claim. I will NEVER purchase another appliance from Kenmore or Sears after this experience. They just lost business, as I am now looking to purchase a high-end washer and dryer.

Updated: 9/24/19- still no working fridge, can't give me an appointment til end of next month. Such a horrid company to deal with. NEVER AGAIN.

UPDATE: 08/26/19- still waiting for the issue to be resolved. They have ordered and replaced several parts
But nothing has fixed the issue. They refuse to just replace the entire unit. Ridiculous.

I am having an issue with a non working appliance, and sears home services has not been cooperating with this matter at all.
I have been cancelled/rescheduled three times SINCE JUNE and I am still waiting for my appliance to be serviced.

6/18/19- the first appointment that was scheduled - Technician called me and said his truck broke down. He said they won't be able to send any one else.

Rescheduled 6/27/19- second appointment- Technician came and said system is down, he cannot do anything. He looked at the fridge and realized what the issue is but he can't order the part or open up servicing because the service was down.

Rescheduled 7/3/19- TECHNICIAN WAS A NO SHOW. I was not told the appointment was cancelled because of some overbooking error from the dispatching team until I called after not receiving any type of tracking information.

NOW MY APPOINTMENT IS RESCHEDULED FOR ONLY JULY 19th. I have lost several hundreds dollars worth of food because of this bad fridge - who will reimburse me? I have been more than patient with this, but as a courtesy to how much Sears has given me the run around- I need an appointment for repair ASAP. This is unacceptable. How do you treat your customers like this? I am outraged and frustrated.
I need an answer regarding this disaster from a manager or higher up immediately.

Order product when open it was in clear packaging seen was wrong there denied return order says RED right on it got Neon orange

Long story short. A technician came in to fix my Kenmore dishwasher a week ago. He discovered it needed a new motor and ordered it. We scheduled an appointment for today (Friday) between 8am - noon, to have the dishwasher repaired. I confirmed the appointment last night on the phone. Verified online this morning. And had to take the morning off of work to do this... Waited until 11:30am and then called customer service and online chat just to make sure we were still good... BOTH assured me he would be on his way shortly. Then, I called back at 1pm and got a different story... the routing center had an error and they would need to reschedule to Monday between 9-5. I noted this wasn't acceptable as I can't miss another day of work for a repairman. Once they refused to accommodate to do over the weekend, I decided to cancel my contract. So, I called the number provided, only to be transferred to another department, only to be transferred to another department, only to be transferred to another department, and, just for fun, ONE more department. Quite literally four transfers, where I had to repeat all of my information repeatedly (name, address, email address, etc.). FINALLY I got on with the right guy. He said he was sorry about the situation but the contract only indicates SearsHomeServices sets up the appointment, they aren't responsible for no-shows. And they will reschedule appointments in perpetuity, they take zero responsibility and simply reschedule. I was informed of a cancellation fee, and I said that I'm not paying a cancellation fee - your repairman was a no show and you didn't live up to your side of the contract. Apparently that doesn't matter. I was cited several paragraphs from the contract and had enough. Paid the ~$140 cancellation fee and that's that. What a scam this service is. Stay away. Go to Lowe's or Home Depot. Use their reputable services instead of this sinking ship of a once-great company.

SEARS APPLIANCE REPAIR PREYS ON ELDERLY:
One of the drawers on our fridge/freezer wasn't closing properly. It was allowing large amounts of frost to build up, further blocking the drawer from closing properly. Called Sears Appliance Repair 8/28/19, after I was unable to schedule a service call on their crappy website. Whoever took my call could barely speak English. They sent Jorge, a tech next day. He removed the drawers and melted away all the frost. Told me the lower drawer needed a new gasket, because the magnet in it was weak and not sealing properly. I could see this was the problem. He said they could order a new gasket and install it on 9/6/19. He then advises that the total cost for this gasket replacement would be $455.55., and that today's $144. Service call charge would be deducted from that amount. Then, in typical conman fashion, he tells me that I could save 50%, if we signed up for a service contract on all our kitchen appliances, at a cost of $49. Per month, for a 1 year period. He then cites some horror stories of how much it would cost of the compressor or control board went out on our 3 1/2 yr old LG fridge. He also said that for an additional $20. Per month, we could get a whole home warranty policy.

IMO, Sears Appliance Service is nothing but a high-pressure sales scam for their expensive home warranties. Seeing that I'm older (75) and, they assume 'easy prey', they quote a ridiculous price for the needed simple repair job, then explain how could 'save so much money' by buying one of their warranties. It doesn't take a rocket scientist to figure out that this $49. Per mo. Contract would total almost $600. Per yr. I checked on the cost of needed gasket from an on-line appliance parts vendor. It was $48. + $10. Shipping, so I ordered it. I found a couple of how-to-do-it videos on line that showed that this gasket could be easily removed and replaced in about 10 minutes, with nothing other than a putty knife, to remove the old gasket, and snap the new one in place. I called Sears and told them to cancel the gasket order and any further service calls to our home. Got the gasket in 2 days and installed myself in 10 min. I They are a complete rip-off operation that preys on the elderly. These fraudulent business practices should warrant a criminal investigation.

Yes I had a samsung fridge bought the warranty for it paid 150 dollars the day I got it to make the appointment cause the fridge had quit working. And also paid 49 dollars a month for 3 months. Just to have some service guy come out and look at it for 5 mins and say it can't be fixed so he cut the cord pulled the sticker on the inside and said let them know and they will replace it. So I called them they said they wanted a second opinion so they scheduled another service day a another month out. That day come service guy called after I took off work again because had to be there from 8 to 5. He called at 10 mins. To 5 and said he wasn't coming fridge couldn't be fixed so he wasn't going to waste his time. So I called all week trying to get a hold of someone to see what they were going to do about it and finally got someone today for them to say it wasn't under warranty the day he made the report even thou they told me when I signed up for it that it was and there was nothing they could do about it I was not getting it fixed or replaced. So went 3 months no refridgeator couldn't have thanksgiving at are house because no fridge was waiting and trying to talk to someone about a new one that I was told I was getting from the lady who made the second service appointment. And it will problay been the last year with my mother and father do to there health and age that we could of had a Thanksgiving dinner together but couldn't cause of no fridge and a joke of a company like sears. That lie about there warranty and there service is a joke as well. So I hope that they finally do go broke because they suck at service and at being honest and there warranty is bull crap as well. I wouldnt send anybody to them at all. And goes to show what kind of people that work there are not good ones. If anybody cares in upper management to contact and try to fix it feel free to call witch I know I won't receive there for u won't receive another dime form me. And thanks for wasting my money and my time and ruining a holiday

This company is completely reliable. Horrible service and their tech guy Robert is simply untrustworthy and unreliable. DO NOT USE THESE PEOPLE.

If I could rate them less than 1 Star I would.
PSA: If anyone is ever looking for a home warranty company do not ever use Sears! They are a complete rip off! I don't ask people to share my posts but please share this with as many people possible! No one deserves what they do to customers.

November 4th, 2018 I called their service department to come and fix my washing machine, they talked me into going with their warranty as it would same me money. So $200 down and $70 a month for a year it would protect all my appliances. Considering I have an older home and thought yeah I may need that. So they fix my washer, or so I thought. The day after Thanksgiving is started to leak everywhere! Water was everywhere! I called them to come back and it was another $100 service charge despite it had been less than 30 days which they guarantee 6 months after a service repair. This time they tell me they have to replace it. So a month and a half goes by and they finally replace my $1000 washer with a $200 washer! What... they said they were going to replace it with something comparable to what I had! Nope they sure didn't and they said I was stuck with it because that is what they delivered. They refused to budge.

Fast forward to Tuesday Oct 29th... I walk out to find my hot water heater had leaked all over the floor. I knew that it was going to have to be replaced by the looks of it... so I call Sears and place a work order. I call the company they direct me to and they say they will be out between 3-5. The repair guy shows around 7. He takes one look at it and says it has to be replaced. I pay him my $100 deductible, and he informs me it will be a couple of days because the warranty company requires him to order it a certain way and that they will not let him just pick one up and install it the next day. So a couple of days go by and nothing... it is now Saturday still no hot water and when I log into the site it says that the repair has been completed! Are you kidding me... I call the customer service and they say well there is an appointment on Monday to install the new one. I explained what am I to do until then with no hot water. He said take a cold shower. I asked him if he took and enjoyed cold showers and he of course said no. He said well would you like to just cancel the appointment on Monday... OMG are you serious right now... why the hell would I cancel it, I want to know how you are going to help me right now! Well ma'am there is nothing I can do to help you, but I can have a supervisor call you in 48 hrs! I am glad that my contract is up in 2 days because I will not be renewing it with them! There customer service completely sucks and they do not deliver the service they promise! Whatever you do stay away from this service at all costs!

We have been with sears home services for well over 15 years and since they've filed bankruptcy the quality has gone downhill. Our washer has been broken for well over 3 months and we have the warranty. The first repair technician said he would have to order 5 parts to repair the machine. We waited nearly 3 weeks for parts, once they arrive we contacted customer service who informed us more parts will need to be shipped out. Again, another 2 weeks. The parts arrived and we have an appointment scheduled, the technician never showed, so we contacted customer service only for them to say we never called them THEM to confirm if we would be home... WAIT! COME AGAIN? If we made the initial appointment with you and set a date and time, why do we have to call and confirm an appointment? Isn't that supposed to be the other way around? Fast forward nearly a month later, the washer is still broken with a mountain of parts sitting on top of it! Today, 9/15/21, the tech comes out (lovely individual by the way) and lets us know that the amount of work needed for this repair requires two men and the job cannot be completed with him alone. He even went as far as reaching out to individuals on his end to rectify the situation. HOWEVER! THE WASHER IS STILL BROKEN AND AT THIS POINT A NEW MACHINE NEEDS TO BE PROVIDED IN ITS PLACE! This household has well over 7 individuals in a multi family home, nearly $150/week to wash clothes! THIS IS OBSURD, WHY ARE WE PAYING FOR THIS SERVICE IF REPAIRS AREN'T FULFILLED?... SEARS, TAKE ACCOUNTABILITY AND FIX THIS WASHER OR REPLACE IT! PS... THE NEXT APPOINTMENT WE CAN RECEIVE FOR A TWO MAN REPAIR IS OCTOBER 4TH... YES I DID SAY IT WAS 9/15... ANOTHER MONTH REALLYY!?