SearsHomeServices

Been a long time customer of Sears home services for 25+ years. During that time the level of service has gone downhill dramatically.?What once was a company with stellar customer service has fallen to despair. Eddie Lampert is to blame IMO. Most of the older techs have retired. They were for the most part the only value that they had. My suggestion is go elsewhere for service as I can't imagine that it wouldn't be a huge improvement over Sears. Techs just want to get out of your house as quickly as possible with doing as little as possible. Have had their techs install parts that were not the proper part because they didn't have it on their truck. The electrical part they used was over rated per the manufacturer. Never bothered to order the correct one and replace. I ended up purchasing the correct part and they installed be grudgingly. When I asked the tech to order the correct part and ship to me they refused even knowing that I paid for the part they installed. Call center is in the Philippines. They are just there to make service appointments and close appointments to sell home improvements. Any attempt to escalate service related issues is fruitless. The people at Sears who could provide help with escalating service related issues hide from their customers. Long wait times of weeks or even months for critical services such as hot water heaters, HVAC, etc are common place!

We have our appliances under a contract with Assurant who farms the work out to Sears Home Appliance. We're in the central Mass location thus we get service from the Sears Home Appliance Store out of Natick of which if we would have known, we would have looked them up and found a lot of reviews rated with a 1, very negative. The person they sent to us to work on our dishwasher also deserves a one. Rude, Unprofessional and deficient skill level all wrapped up in one miserable person. My wife actually asked him to leave within five minutes of his fist visit. He analyzed the dishwasher and determined it needed a motor. Ordered the motor and showed up two weeks later with the same attitude. You could see it coming thru the front door. Once he started he wanted me to sign a blank waiver that if he caused any damage whatsoever, he was not responsible. I asked him if he ever caused any damage to other customers' homes - he would not say indicating it was none of my business. It was at that time I asked him to leave - he did and simply closed our case... This was possibly the worse interaction i had with a company providing customer service. Those two words, customer service, are truly foreign to this Sears Home Appliance entity. Do yourself a favor stay far away from them. We are now working with Assurant with the hopes of removing Sears Home Appliance from the delivery end... I have attached our contract with Assurant - we have no agreement with Sears Home Appliance thus the reason for the extreme poor customer service - not sure they know what a customer is

We purchased a Kenmore refrigerator from Sears with Master protection plan warranty only to have it break down 2 years later. For a week their system was down and we were unable to reach a representative or even schedule an appointment with a technician. Finally after a week, we were able to reach someone and they gave us an appointment for a diagnostic evaluation 2 weeks later. They rescheduled us a total of 3 times. Finally after the diagnostic appointment, it took them a week to have the replacement parts delivered to us. Then they told us to call again and schedule a new appointment to have the parts installed, which is going to take another 10 days. Not to mention that to get to the representatives over the phone and even a supervisor takes an hour on hold. All our requests to get an appointment sooner were in vain.

Whatever you do don't buy their products and warranty because apparently they give priority to customers without warranty. They had given us a sooner appointment initially but then when they found out that we had warranty, they rescheduled it for a later date.

This is COMPLETELY unacceptable given that it is the middle of July, we have no working refrigerator for a month and an infant and have nowhere to store the milk. This is the worst customer service experience we have ever had and it is surprising that such a big company can get away with this.

I am not one for reviews but I had to this time. Service through Sears on my 2.5 year old Kenmore Elite refrigerator has been HORRIBLE. I will never buy from Sears again. Refrigerator broke Tuesday Aug 23,2022. Repair tech would not come until Friday, Aug 26,2022. Has no parts and has to order them. I have waited 7 days now and no email confirmation of the order and no shipping notification as they said I would receive. I have called service line and been transferred to 4 people that all tell me they can't help me and I just have to wait. I remind them its under warranty and there is a replacement clause in my warranty. They tell me they will only "consider" a replacement after they put in the five parts they ordered and I have to wait. Its been two weeks already with no refrigerator and they told me it could be another 1-2 weeks before parts arrive. Asked for Manager, they said they do not have any Managers that will talk to me on the phone. Instead they put me on hold for over an hour until I finally hung up. DO NOT BUY FROM SEARS!

The worse home warranty in the business of warranties. Do not buy do not use. I see why the company went bankrupt shady business practices gets you nowhere. Sears warranty sucks $#*!

I had an 18-year old Kenmore fridge and I am quite sure the compressor died. The phone guy said $400 for that. Service window was 1-5pm. At 4:45 pm, I was told 5:30 or later. I took the opportunity to verify that he had the compressor with him and he didn't know, so clearly he had a different agenda, ignoring mine, and ignoring the assurances I received from the phone guy (in India). He poked around and said voltage was inadequate. I am an electrical engineer and was able to trick him into revealing he was faking the measurements. He estimated $500 for a new wiring harness and $1000 for a new compressor if that was needed as well (what happened to $400?). Obviously a new fridge would be the way to go given that. That was clearly the plan all along. What he clearly wanted was the flat-rate $129 for showing up at all, as soon as he could get it. That is the scam. Whether intentional or not, the system incentivizes discouraging repair and leaving with $129 for 15 minutes of work. They should instead pledge to fix it for a flat rate, like Apple does, e.g., and charge nothing if they cannot repair. Set the flat rate to make a profit on average. I don't mind spending $129 to learn that Sears is truly dead and taken over by bottom-feeders. However, we now work to make the name go away completely, according to my experience.

We have had the Sears warranty on our appliances for over 30 years. We have paid the exorbitant fee without reservation until this last experience. We called in to have our television repaired. The tech told us that the part is no longer available, but Sears needs to see if they can find the part and will get back to you after their research. A month went by and no reply. We spent many hours on hold waiting for someone to tell us that our SONY TV is only worth a very small amount. We tried to get in touch with corporate, but the phone number we were given was no longer in service. Finally I got a number that worked and again was put on hold for almost 2 hours. Again was told that someone will be contacting us. FAT CHANCE! Again called in, 2 hours on hold, connected to the wrong department and was transferred. Instead of transferring the call they hung up. So here we sit, still waiting for someone to call us. Please, it's just a phone call. My only advice to people contemplating this option for service is it is great if you like being put on hold, if you're actually looking for a service plan that is honorable and stands behind their promises, RUN!

We have a stand alone Ice Machine that has been out of service for over 3 months. This was due to sears inability to provide proper service to us.
In the following manners:
1) initial visit, no parts available. 10 days to arrive!
2) second visit, wrong parts ordered. Rescheduled appt and another 10 days for parts.
3) Appointment that was scheduled disappeared from their system 3 weeks for ne appointment.
4) Still wrong parts ordered another 2 to three weeks for parts and new appointment.
5) Technician arrived and found the machine had been disassembled by previous tech and refused to reassemble it saying "it would take him 6 to 8 hours to figure out how to but it back together". Rescheduled a new appointment for a week away. Got a call today (Sat 7/8/2018) saying a technician was on his way( 4 days early) this turned out to be a technical glitch with their system as I discovered upon calling them! In addition the appointment we had for 7/12/2018 was no longer available and that they would notify me by Phone / email when a new appointment was available. I asked to speak to a supervisor and got the same results absolutely no satisfaction! I then asked to speak to a manager and was told that there were no managers available that they only handled operation issues. WE used to buy all our major appliances from sears as well as extended service contracts. It will be a rainy day in "HELL" before I buy there again!

Would you like to spend 40 minutes on a phone call that consists of multiple transfers, inept representatives, and ultimately be disconnected or provided another phone number so you can do this song and dance again within the framework of another incompetent call center? Then this is the place!
It only took 3 weeks to reschedule an appointment for my garage door. Nobody had bothered to call or show up for any of the previous appointments. In this 3 weeks, I may have spent 4 hours or more in their maze of representatives to get this scheduled. Progress!
When the day arrived for the visit, the technician came in and tested the opener and the door opened. He said it works and left. $100 well spent! I tried to explain that the issue was intermittent and progressive as we had the same issue with the other opener for the second door. That unit was replaced, but not until it completely failed and the door stopped short of opening only to be backed into by the minivan. Adding a new garage door to the tab in addition to replacing the control. The technician didn't really care to listen to any of that and was quick to point out that the $100 I spent on the deductible was not paid to him. He just didn't care.
At this point I want my deductible back or the unit replaced. Wish me luck, I'm going back into the labyrinth.

Sears Home Services sent an unqualified repair man to fix a major appliance in my home and damaged it badly. I asked for someone experienced to come back to fix it, and they sent back the same man that damaged it in the first place. You can't get anyone with any authority on the phone to help or get someone local to speak to. You will go from one call center to the next. The operators will all sympathize with you, and tell you they are connecting you to customer relations, or special technical help, or the parts dept. and so on. They will even say they are gong to stay on the line with you and make sure the problem gets resolved, but then they lie and hang up. I was transferred at least 4 times and 3 hours later. I was re-routed to the scheduling department. I was all over the US and Philippines in all their call centers and accomplished nothing but got very aggravated. Someone in their parts department told me they shut down a lot of their local offices. You can't get corporate offices. I really feel they need to own up to this and be honest with people and say we are shut down, we only have call centers that can do nothing but schedule appointments. No one will help you with a problem, and offer customers a refund. I don't think its fair they stay in business to lie, cheat and abuse customers. I wish I had read the reviews before I used them. I was a Sears customer for many years, and I remember when they actually stood by their products. I am going to cut up my Sears card today with much satisfaction!

They were at my home every Tuesday in November and then multiple times after that to repair a Bosch dishwasher purchased at Sears. Latter I discovered that Sears is NOT CERTIFIED TO REPAIR BOSCH DISHWASHERS! Yet they sell them and come and WASTE MY TIME AND ACT AS THOUGH MY TIME IS WORTH NOTHING!

AVOID BUYING ANYTHING FROM OR USING SEARS TO SEVICE ANYTHING!

I grew up with Sears stores and Sears outstanding appliances and service department. I will, however, never use the Sears Home Service system again! After scheduling an appointment to have our dryer repaired the very nice tech told us that he had to order the parts, but scheduled an appointment for the following week to come back and complete the repairs. On the day of the return appointment, no one showed up and there was not communications (phone, text, email) about any change to the appointment. After calling, I discovered that the system is that they (SHS) orders the parts, has the parts shipped directly to our home (was never told this), then after the parts arrived we would have to call and schedule a time for them to return. In our case, it took almost three weeks for the parts to arrive (they are scheduled to arrive today, and then we will have to call and see what sort of time slot SHS has available for their return. What little communication that they instigated was almost always inaccurate – emails with inaccurate dates, apology coupons sent that had already expired, etc. Complete lack of communication, no customer service – the people you speak with on the phone are well versed in following the script they have been given – and no regard for their customer after you start using their ‘service'. Very disappointed in what Sears has become, and will definitely not be using them again or will not be recommending them to anyone

I had my roof done through sears, work was accomplished in a reasonable time even with working with the weather. The crew or subcontractor appeared very dedicated. I purchased the best product and warranty. Upon completion part of the package was a third party inspector look at the roof. I tried to be here when he inspected yet he was pretty firm that I didn't have to be there and didn't work with my schedule. I guess he noted a few issues and the crew came back. But none of my leak issues.
Within two or three weeks we had severe thunderstorms. Needless to say I had three leaks in my roof. I did have my own independent guy look at before the roofing crew came back to inspect and repair the leaks. He found exactly what the contractor found and what they missed and the third party inspector missed. A mid section row not nailed down and only partial caulking around the flashing of the chimney. That's poor work and so much for third party inspections.
Now there is the issue of the two ceilings, I've called the sales rep, he contacted the office. I contacted the office and spoke to Jenny who I've spoke to since the beginning. It's been three weeks and I've yet to hear from sears. They probably think I'm going to go away.

Be cautious!

Is there a -5 option? I won't bore you with the MULTITUDE of issues I have had with this company over the last 6 months. Looooooong story short, under no circumstances should you use this company for anything. ANYTHING

My last repair took 2 months! Because they don't show up, they don't call, they say they are on their way then don't show. I am waiting for another repair just 3 months since the last one and I received emails on the 16th, the 17th and the morning of the 18th all reminding me that my repair was scheduled on the 18th between 12 and 5. After waiting 5 1/2 hours i went to the email and pushed Track My Service. I told me that my appointment was Nov 23rd between 12 and 8:30PM! Even thought the Subject line said Your Appointment is Today.

It is beyond inefficient. It is inconsiderate and rude, the exact opposite if SERVICE>

I have a Sears Kenmore Elite Refrigerator. I paid $800. For a 5 Year Service Contract. On July 29,2020 I had a appointment to get my ice maker repaired. The repairman stated he needed parts and rescheduled for August 11,2020 between 8-12PM. The night before my appointment I had a robocall stating the appointment had been changed to 1-5PM. At 4:45 no repairman. I called Sears Home Services and they stated that the repairman was not assigned that day. I asked why did you call me last night stating otherwise. No Answer. They rescheduled for August 13,2020 between 1-5PM. At 2:30PM of the day of the appointment I received a text message stating the appointment had to be rescheduled for August 24,2020 between 10-2PM. What am I missing here? Is this the new way a company runs a business? What the Hell?

I had to take a day off work for a service appointment. Technician never showed up and when I called the representative said that under their terms and conditions they have the right to not show up.

This is a joke they schedule an appointment and then they reschedule at the last minute then they lie and say the tech got sick 2 days ago, When I made another appointment he was available again

Bought a KENMORE Refrigerator #*******5711 from SEARS 2 years ago while they were going out of business, I guess I would say I was lucky to have one break down so soon! I just want to write this review to save any of you the trouble of staying away from their warranty and services. While all 3 technicians have been nice, I don't think they have any idea how to diagnose anything, its a hit or miss diagnoses, the trouble of diagnosing and repairing is ridiculous. It will take a week to schedule a tech, then they will guess a part that "may" not be working and order the part. Wait 2 more weeks for the part to arrive. Call another tech to arrive in a week to install part. Fridge still not working, lets try another part, ordered another part wait 2 weeks. Part arrives, call a tech, wait a week, tells me part is working now, wait 24 hrs for fridge "to restart", 24 hrs passed, fridge still not working. Wait another week for a tech to "diagnose" another part with his multi-meter. Parts back-ordered as of today 06/02/2020, waiting till 06/23/2020. I check their searspartdirect website and the "parts" I need are available, it says shipping takes 1 week. What is wrong with this company, no wonder they have run out of business! I expect this fridge after the warranty expires to fail again. I will buy another fridge from Lowes or Home Depot instead. SAVE yourself the time and money somewhere else.

Their service is equivalent to a landfill of pure garbage. Iv been given the run around on the actual appointment because the technician has a single digit iq and cannot for the love of god use a gps in 2023. He also decided to close my order while they still have the $400 worth of parts. Customer service is nonexistent and quite horrendous. I was on the line for 2 hours with 5 different representative only for them to send me to a different rep that has less and less database/system privilege. The reps clearly run you around through their scam center, sorry call center, so that you'll eventually give up. What kind of business are they operating? I will file a formal complaint for this atrocious service that I have never received. They're crooks and will gladly take your money and make you run leaps and bounds. One final note - how do you expect folks to sit around 8am-8pm only for you to not show nor call? Then the audacity to send an automated email to say "we missed each other" when in fact your incompetent low iq team can't even make it to the correct address? And twice at that. You can see the technician comments saying no one is home multiple times… this is because you low iq noob can't use a gps. This is the epitome of an abomination from the top down and bottom up.

Today we had the third visit of a Sears repair man for our FisherPaykel dishwasher sold in the past by Sears.
The Service man appeared without a previous customary call and claimed that he never was trained to repair this dishwasher. I called the supervisor while he called his. After 45 minutes of both of us on the phone he told me that he will return with an "expert" that will help him. After about 21/2 hors he showed up with his "expert" person who was the first rep[air person that attempted the repair some 3 weeks ago. They spent together some 3 hours and informed me that I am" all set". As they walked pout I heard a noise in the kitchen, Both drawers of the dishwasher were running dry without water and the screen was flashing a F1 error code. I could not catch the rep[air duo since they left. All my attempts at STOPPING the motors were in vain. I had to unplug the dishwasher for it to stop. I called the repairs and after waiting 37 minutes on the phone, the only option I had was to reschedule visit #4 by the Sears Repair team. After a month since the first service visit we are still without a functioning dishwasher. This level of incompetent and unethical behavior by a service crew is unheard off. Its resembles like a third world country service not the USA. Please avoid whenever possible this repair service. This is the highest level of incompetence that I ever experienced.

Used Sears because they were the first available for an appointment. Would have been better off buying a new oven w/ free installation. Lesson learned on that one.

Sears Home Service is obviously headed for extinction. Until then, avoid at all costs. I won't parrot all the other complaints I've read. I'll only say they are all true.

Addendum to the above:

A few weeks ago SearsHomeSerives was supposed to come and complete the repairs they left unfinished a week or to before. They never showed. I was later told they were rescheduling me for Nov. 23rd (today). Last night I got a robo-call to confirm. This morning I got anothe confirmation at 7:45am vis email. Then at about 9:30am yet another email was received informing me that my appointment was now re-scheduled for Nov 27th. These people are simply shameless. I guess when you're running the show from Bombay customer service goes out the window.