SearsHomeServices

I engaged Sears Home Service to do maintenance on my clothes washer and dryer. The advertised price was $130. The service agent found a cracked pulley and replaced it on the dryer. He opened the washer and looked at it for about five minutes. The pulley was $20. The total charge was $393! The five minutes of labor to look at the washer was $99.99! The cost of ownership of Sears appliances is unaffordable. I do not recommend Sears appliances and I definitely do not recommend Sears Home Service... unless you're rich.

This company is a joke. The technician I had in my house was so impolite and unprofessional, not to mention incompetent, he made wrong cables connection in the AC station. It took a week to get an appointment to fix the AC. The technician make it work and leave the house. 30 minutes later it is not working anymore. I contact the services so he can come back, they confirm he'll come back during the day and he never shows up. When I call them back to have news they says the technician couldn't come and I'll have to reschedule another visit, which I will never do with them. Run! I've dealt with bad services companies, but this is from far the worse one.

I placed a service call regarding my dishwasher. The technician arrived, ran the diagnostic, told me the price, and recommended that I buy a new one. I thanked him, paid the fee. He then informs me that he fixes the dishwasher on the side, and could fix it for half the cost. I've contacted sears asking for the report I paid for and was denied it. I was told, the technician has the right to give or not to you. Do yourself a favor and do not call them.

I have all Kenmore appliances in my home and have maintained an extended warranty since purchasing in 2007. With any issues, I would call, schedule an appointment, and they would come out and fix it quickly. Now, my washer, under extended warranty failed. After a couple calls, I finally got an appointment, today, 8am-5pm. I waited all day with no word and no show. Finally, I called sears, who sent me to the factory warranty folks. After 40 minutes on hold, they gave me another number to call. The next folks said that they had left me a message (no message received) and that they would not be out for service until they diagnosed the issue and ordered parts. How can they diagnose without looking at the darn washer? This is just such crap. I kept relying the warranty because of the good service. NO MORE. THEY REALLY STINK! Good service is gone with the wind that took away Sears retail. Poor management, poor scheduling, poor all around.

They said if they fixed the mower they would apply the service charge to the repair. I didn't know how long it would take to repair the mower so I assumed it was a big job by the cost he quoted me. When it was fixed in 20 min I realized I had been over charged. Instead of applying the service charge he added it to the repair. When I called to get this fixed they refused to correct the mistake. Then a few months later they tell me they lost the check I paid them with and they want me to pay them again. They will not pay the stop pay on the check and threaten to mess up my credit if I don't pay them again. You can't trust them anymore.

They stole $500.00 from an elderly couple when they did ZERO work, pulled ZERO product. Their rep showed up had clients sign a contract for a job with NO FIXED DATE and took over $4000. 00 deposit. The couple chose NOT to use this company and the company ZERO work done... ZERO product pulled or ordered kept $500.00.

Beware of these con artists

This is a spin-off from the now defunct Sears we grew up with. If not an offf-shore company, all of it's customer service is. Contacting them by phone or on-line is a nightmare. Be prepared to spend hours, getting bounced from department to department, talking to people who have a horrible command of the English language, ending up with shallow promises and no satisfactory results. The service agreement automatic renewal program is a scam. Sfter filling out the form on their website to cancel service, the request is ignored and a charge hits your credit card. I never received my rebates or enrollment discount. The pricing I experienced was double what I could find the part for by searchhing on-line. You have to be out of your mind to do business with this company.

Technician did not come within the 4 hour window and did not contact me to say he would be late. They arrived late and were unapologetic. I had told them which part they needed to bring to fix my dryer but they didn't bring it so they couldn't even fix the problem. Terrible service, would not recommend to anyone.

I had a repair scheduled for Friday March 2nd. The repairman called two days early and said he had just left my house. They switched my appointment date with no approval or notice. Now that I have been without a refrigerator and freezer for three weeks, they say I have to wait two more weeks for another appointment! I have the ring service on my home. While I was on the phone with the technician he said he was not allowed per company policy to return to the home, to allow me ten minutes to meet him. I checked my ring service and watched a live view as this lying technician was in my driveway.

Had an appointment with a technician with a four hour window. I was contacted 2 mins before the end of the four hour window stating they technician would be late. When I contacted them to complain to a supervisor, I was told they were busy dealing with a customers and one would contact me in 1-2 hours. After 2 hours I contacted them again to complain and after 20 mins when I finally got into contact with a supervisor, he disconnected us. The level of unprofessionalism and lack of customer service is extremely disappointing for a company as Sears. There is no reason any customer should be wasting 6+ hours of their day waiting on Sears to do their job and no attempt to resolve the issue.

I said here between 1 and 5 waiting for them to come to fix a dishwasher only for them for me to call them with only seven minutes left and they said they could not make it today and I asked them why did they not call me they got nasty with me...

Technician seemed VERY opposed to doing any repairs, did a quick diagnostic and said that the repair would cost over $470 (new pump and drive unit, both of which WERE working and continue to work fine... problem was that the computer module wasn't cycling through functions but he either didn't know how to address this or was simply dedicated to not do the work.

Technician would NOT accept a check as payment and demanded a debit card (as opposed to the website payments protocols) which leads us to suspect a possible scam so we are monitoring our bank account closely. We asked about the issue with our refrigerator and ice maker leaking (also a Kenmore product) and he declined to even examine it.

As Sears/Kenmore customers for over 30 years, we would be hard pressed to EVER buy another Sears/Kenmore product.

Terrible service, seemed all he was interested in was collecting the $100 fee and we would request a refund of this money.

It costed me $271 to replace a thermostat for the hot water heater and it took two trips to get this done. The first came a guy to reset the thermostat which charged me $199. Three days later, it stoped working. The second guy came to replace the thermostat which added another $72 (part included). I am glad it finally got done. But the price is just ridiculous.

Filed claim in June 2020 to fix range. Single burner was not working. I have had 4 technicans (one of them twice) who have managed to incorrectly order parts and unable to communicate with sears home warranty at all. Last technican took range apart to fix and could not put it back together in working order. Now all 5 burners and 2 ovens do not work. Sears home warranty is now sending a different company out to try and fix meanwhile I cannot cook at all. I have filed a claim against sears with a legal firm due to complete incompetence.

I used their online service to set an appointment to have our refrigerator/freezer repaired. I was given a timeframe between 1pm-5pm with an ETA of 4:15 pm. The Technician never showed.
Later that evening after 9 pm the technician calls and says how busy he was and wants to reschedule four days out. I asked why he could not put me at the top of his schedule in the morning. He said he is not in charge of the schedule. I thought to myself "then how can he reschedule me for four days from now?"
My wife sat at home waiting for this guy all day and he did not have the courtesy to call us and let us know he was not coming. Absolutely unacceptable to me and we will not work with them in the future.
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I had a service appointment scheduled with Sears, so I took off work to make sure I was home. They told me it would be anywhere between 8: AM and 5: PM, wow! Somewhere around 3: PM the tech called and said he didn't think he could make it. So, he scheduled me for the following week! So a whole week later I took off again. A tech calls me mid-day and says he's not going to make it. Two days waisted! NEVER USE SEARS!

We've had this service for something like 20 years. Use to be happy. No longer. Sears has destroyed their home service. Technicians do a good job, if you can get one to house with right parts and tools. This spring it took 4 visits over 7 weeks to get washer fixed. Parts order mysteriously disappeared from computer system, shipment delay, tech shows up and does not have right tools for job. Each delay a 1-2 week delay! Now, I call in another repair issue (bearing burned out on washer) and i'm Told first available appt. Is in September! A month going to laundromat. The Techs are hard working guys, the backend office has been ruined by cost cutting CEO. Killing the only profitable division at Sears.

As of this moment I am still awaiting a scheduled service appointment, made
Weeks ago. This is the third appointment I've had to wait 'between "? And?",
The first appointment arrived one hour early, I wasn't here so he left and I
Couldn't get another appointment for over a week. Second appt, nice man,
Showed up on time but now have a new problem with Kitchen Aid that was
Caused by his repair. Hope my service contract isn't a total waste. Not the
Sears of my youth! Or maybe I just wasn't aware because I didn't own any
Appliances.

My GE washer has been broken since February and repaired 3 times. Some parts have been ordered twice and it requires a 4th repair. If your appliance requires a 4th repair in a calender year, the warranty is supposed to provide a new replacement. 10 phone calls, 3 escalations, and lots of frustration later, we have recieved no help. The technician clearly stated in his notes that the machine is "not repairable". Sears claims he was not specific enough and they need him to come back to essentially say the same thing. This... 1 month after telling me 5 times, someone will get back to me in 24-48 hours. I was also told previously that we would recieve our email with the replacement model in 48-72 hours... 3 times. 3 supervisors were emailed about it (one twice). The run around never ends. No wonder they are out of business. We feel completely taken advantage of. Stay away from Sears.

I had an appt may 19 from 7am to 4pm. I checked system for an update at 4pm there was 1 house ahead. 455pm text message they cancelled and rescheduled. No respect to talk with me or apology. Spent my entire day wasted on an unprofessional service. Never would I choose this company.

Terrible service.
I have been on hold for over lhr today and spent 4 days trying to get thru and schedule apt. I still cant get thru they claim busy and send me to chat line then i wait there and iam idisconnected!
Then incase you dont know there is only one or two repair people in certain areas so it takes two weeks to get someone out!
Get this the spikes that hold dishes and cups in your dishwasher are considered non essential and are not cover!
Going to better business to get money back last time dealing with them.

Sears home services deserves a minus star rating. What a waste of time. Nothing but head aches. Refridgerator broken, repair man here 3 times (did not show up for the fourth appt) with 3 different parts. A very frustratring company to deal with. No communication available, unless you so a live chat or talk to someone in a foreign country. Waste of time waste of money. Wish I had read the reviews before engaging them!

I purchased a Warranty with my refrigerator 2+ years ago and have never had to use the service until now. I am now on my THIRD attempt at getting a technician to actually show up for an appointment! 1st appt was a no-show. 2nd appt gets confirmed via text 3 days prior to, but then cancelled by Sears less than 12hrs before the scheduled appt. Now they have rescheduled my appt for 2 weeks out. Yay - 1 month after my original call for service I will probably be stood up, once again.