SearsHomeServices

We had a confirmed date and time frame of 8am until 5pm for a tech to do the refrigerator repair. No one ever showed up. Worse, we we unable to speak with anyone who could help or explain why. The only interaction was texting with automated replies with no option to add comments. Still waiting to have refrigerator repaired.

Long story short DO NOT HAVE THEM SERVICE ANYTHING FOR YOU! If your home warranty uses them make sure you don't cancel your appointment in the portal because it will cancel the whole service, parts ordered as well. You never have direct communication with the service tech. I ended up purchasing the part myself and when I called to have a tech come out and install it, they told me they can not because a technician didn't place the order, EVEN THOUGH I bought the EXACT part from Sears direct. THE SAME PLACE they order from, Customer service is a joke! Stay away!

My AC unit went out last year (June 2020). Called Sear Home Warranty they had me pay the $100 deductible right away. The company they sent out couldn't repair the unit so it needed to be replaced. Needless to say after having (2) different units installed and 6-8 service calls and $1430. 00 more unit finally worked. Now August 2021 unit shutting off then stopped working. Sears charged me $100 service fee, repairman came out couldn't fix the problem. Sears made me (2) service calls after that and failed to show up. I called to cancel their service and guy tells me if I cancel I will own them $330. This company is a joke and I will never do business with them again. PLEASE STAY AWAY FROM THEM

They are not credible or competent and will charge you a fee but not complete the service or give you a diagnosis, you will be back to square one after having to pay them an exorbitant fee, their company is fraudulent, stay away. They dont even deserve one star, they are a rip off, they will promise you a whole bunch of discounts but it's all lies, lies lies.

Don't call them. Seems that they are looking to charge you the $79 adding an unexplained tax of $12 for the vist fee only, and not to fix the problem. They'll gave us a very expensive cost repair and insist us to purchase their insurace!
Very bad experience

Horrible customer service missed diagnosed us, charged almost $500 to change a part that was not bad and tried to refuse to refund us. Don't waste your money and several hours with horrible customer service departments.

I took time off work to wait for the Sears repairman to come fix my hot water heater. He was supposed to show between 1:15pm and 2:45pm. At 4:45pm I saw an email update saying I was not home, with a photo of him parked in front of a house that was not on my road, or even my address. I received no phone call, nor could I find a way to call him. I suspect he simply did not want to do the repair. It was a waste of my time and pay. I will never use Sears again.

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

They came, did a diagnostic on my leaking washing machine for $89. I paid the $89 via credit card with the technician. I was emailed a receipt immediately, it shows up on my credit card statement and yet, I'm getting harassed with bills and when I call, they can't find my payment. Will NEVER EVER use this service again.

Sears repair is the WORST! When my refrigerator was sporadically shutting off then coming back on, I was given a repair date of 10 days out before a third party repair company (A&E) could make a house call. When I accepted the assignment, as I had no other choice, the third party vendor didn't show up on day of repair! That evening, they sent a text to reschedule for another week out! Currently, I have tried for over a week to get a repair for my dishwasher which I purchased from Sears. The assigned third party vender (Winding) denied the assignment and the Sears software doesn't give reps the option to re-assign the work order. I have called repeatedly and have been told this third party must decline the work order. I reached out to the third party vender and they had nothing open from sears! UGH! I could go on and on... but I will spare you! Please - don't use Sears Home Services for warranty!

Still no technician for over a month that my fridge has been out of service, even with my 3-yr master protection service agreement for my Kenmore fridge in Germantown, MD. I've been without a fridge for 33 days and since counting. The keep scheduling, technician won't show up, no call no show, then they reschedule. It's been a living hell trying to get service. Worst still you go round in circles trying to speak to a customer service agent who has no direct access go technician. Parts for the fridge arrived over 2 weeks ago, they're just sitting there, no technician to do the job. I filed for food loss damage, still nothing either as I speak; so very frustrating. Lost all my food, can't cook, can't get cold drinks as there's no other fridge in the house. Everyone needs to stay away from this company, they are no good, they're a rip off and should be out of business. Go find your service elsewhere.
Chibuzor Nwosu.
Customer with Master Protection Agreement.

Previously I had written a rather scathing review when the scheduled technician just cancelled our work order and said we weren't home. I was LIVID. Today, Dan, a different technician, came out and fixed our dishwasher finally! I am SO happy to have a dishwasher again! I wish the last guy could have just done it but I'm grateful to Dan for his work. Really nice guy too, so I couldn't stay mad as he wasn't to blame for the previous tech.

They constantly reschedule you, then don't show up, keep you waiting all day and then after you call multiple times they tell you they need to reschedule and have the nerve to thank you for trusting then with your repair. Absolutely the worst most inconsiderate business I've ever dealt with. Run Away!

On September 10 I finally gave up trying to contact Sears repair and ordered a new LG refrigerator from Costco. I had been without refrigeration for 4 1/2 weeks. On Friday Sept. 13 I received a call from Sears home office in Chicago at 7AM. They were not calling to tell me that the part had arrived nor were they calling to give me my warranty money back nor were they offering money for the spoiled food ( a part of the warranty) they were just sorry. They should not get away with such poor "service".

My refrigerator stopped cooling on Nov. 10th. Choice Home Warranty send Sears out to fix it. They had to order a part and couldn't schedule the repair until Dec. 9th. I was to be home between 8-5. At 9:30 I got an automated call telling me that they were rescheduling for Dec. 29th because the technician was no longer available. That is 20 more days!. I tried to call them. There is no way to actually speak to a real person. I called my home warranty company, all thy could do was leave Sears a message. Horrible Customer Service!

I have had a service agreement for my water softener with Sears for a few years. After calling for 4 weeks and getting nowhere, i was told there was not a service provider in my area. So what am i paying for? Horrible service.

Please avoid this company. Waste of time and money. Technician quoted price for total repair but failed to state parts would come to home. He put the wrong city down and parts went back and was reshipped 3 weeks later. During the 3 weeks looking for the parts I was given 8 different numbers to contact to see where the parts are. Once technician finally arrived he wanted more money for labor which would have been over $500.00 for refrigerator repair which wasn't told to me at the beginning.

5 appointments messed up. Two they cancelled. Two they said we were not home, but we were home. The doorbell did not ring. No one knocked. No one called. One they said I rescheduled when I confirmed the appointment on chat because they sent an email referring to an appointment 5 days earlier and I wanted to be sure the tech was coming. I have only talked to one person that called me and he could not help or do anything about it. I am sick of being available from 8 to 5 every time we have an appointment and sick of no service. I have a Protection Agreement so I have already paid for the service that I am not getting.

I first contacted Sears on 12/31. The first technician visited 1/5. He ordered 5 parts. On 1/25, a different technician shows up to complete the job. He determines that all the wrong parts were ordered by the first tech. Now a new part needed to be ordered. And now this part is delayed, and we're going to miss the 2/9 appointment. The forced us to pay for labor / parts upfront or they were going to walk out the door and my file wouldn't be saved. Our fridge was down and we had no choice. Terrible, terrible place. Find someone else.

Sears is the absolute Worst home appliance warranty service company! My clothes dryer stopped working back in October 2023. Today is Jan 26,2024, I paid $100 service to have the technician out, I was told the part to fix my dryer would arrive within 7-10 days. 1 1/2 months later after many calls I was told the part was back ordered then it was discontinued & I would get a new dryer per the contract. Their technician placed the order. Jan 4,2024 I was relieved when the new dryer came. However, the size ordered was incorrect, it was too large for the space in my condo. Sears said I would be charged 30%(restocking fee) since I refused the dryer or I would be given $400 towards me purchasing a dryer. Unhappily I agreed to the check because I was exhausted & frustrated dealing with Sears & the inconvenience of not having a working dryer. Now almost a month later I'm still waiting for this check. Mind you I'm still being charged $49.99/ month in fees! I guest the plan is to keep delaying enough to recoup the money they will send me!
My advice; Go Elsewhere for Appliance Coverage!

The thief that came to our home to provide vent cleaning services upsold my elderly parents from a $154 service to $1300! Of course NO ONE is returning calls or giving me any information calm my concern! I'm contacting the Attorney General after two weeks of failed contacts! BEYOND livid!

When I made the initial call I was told my equipment was under mfg. Warranty, when the repair man came he claimed the refrigerator was not under warranty, said it's $1200. 00 - when I called to complain I was told they would send a "Senior" repair tech out for a second inspection.
Worst customer service - worst ever! They tell you it's covered then get you when they come out - bait and switch!
STAY AWAY!
I will never ever buy another Kenmore product! Shame on you Sears!

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