SearsHomeServices

We pay $53/month for the Sears Home Services Home Warranty Program, which is supposed to cover all repairs/replacement of appliances, except for a $75 service fee. On August 3,2020, our gas dryer stopped generating heat. They sent a guy out on August 7, who charged us $125, tightened the door and left. This did not fix the problem. The next guy came out on August 11, said he wasn't sure if they could get the parts, but if they couldn't within 2 weeks, they'd replace the dryer. Since then, we can't get an answer -- nobody knows if the part's even been ordered, nobody can tell us how long this will take, the service guys say we have to talk to the home warranty people, the home warranty people say we have to talk to the service guys, everybody says they'll have someone get back to us in 24-48 hours via call or email, and then no one does. It's been more than a month without a dryer, and there is no end in sight. They've previously had a class action lawsuit against them, and you'd think they'd want to avoid another one, but apparently not. Stay far, far away from this company.

The tech couldn't even get the panel off to check the heat pump, it was thru home warrenty, he said it was from dog urine, I had a real certified tech from a real hvac company tell me it was the reverse switch in the heat pump, I felt sears was sent thru my warrenty so they were working for them not me and sears diagnosis wasn't covered on warranty go figure sears guys were late and very rude and lucky I didn't kick them off my property

Totally disappointed...I contacted what used to be a trusted brand and got SCAMED. The Sears repairman scamed me out of $95 for a diagnostic that he never did. He did not open anything on my dryer yet he quoted me the price $743.61 for proposed work.
My Service Appointment was for:
Brand & Product
Frigidaire Stacked Laundry Unit
YOUR DETAILS
Your Order Number
**************
Your Service Address
1900 Nw 55th Ter
Miami, FL, *******
Reference Numbers
01-*******
02-*******
Products
Stacked Laundry Unit repair
Dryer cleaning and maintenance

Many friends had told me about worst experiences with SEAR home service, but until I faced myself, I could not believe that it has gone so bad from the times I remember. I was scheduled for a technician to come 7 days after and this repair is for my refrigerator in Texas heat and a house with kids without a refrigerator working! On the day of service, I get a text, that Aaron, technician will be at your location between 1-5 pm, I missed going to office, waiting on Aaron and then comes 2nd text message that he is on schedule to arrive somewhere between 1:30 - 3:30 pm and final text - "your appointment has been rescheduled for 14 days after"! Oh My God, How CRUEL, How UNPROFESSIONAL and how UNHUMANE - & then this Sears has guts to sell SEAR HOME WARRANTY services on your appliances - People who are managing this org should be ashamed and should be taken to the court of law for abusing our patience. SEARS - BYE BYE for EVER!

I requested service with Sears to fix my dryer that was no longer heating. The dryer is 2 years old and the technician said the heating element needed to be replaced. My concern is when I 1st contacted the company I was told there would be $129 service fee which would be applied to the total cost of the repair. Little did I know that meant it would be added to the cost of the part and the exorbitant amount charged for the service labor. A 15 minute replacement of the heating element cost a total of $338. To offset the cost the technician suggested I could purchase their warranty program. I think not. Please beware when you're told about a diagnostic fee, or service call fee, it will be added to your total bill and no part of that will be deducted from your total cost. I could have purchased a new machine for $338 or put that towards the cost of a new machine. I called Sears while the tech was here and was told it was the technician's fault. Poor guy was using their software to calculate the price...
Seniors beware.

With 2 Kenmore appliances, I had to go with Sears Home Services for repair, but on both occasions, the technicians could not offer me repair estimates - dishwasher control panel isn't made anymore; dryer guy blamed the issue on a clogged dryer vent, but even after having the vent cleaned, the dryer would not light and stay lit long enough to dry anything other than tea towels - and when I tried to get the dryer guy to come back, they couldn't assure me he wouldn't charge me for a repeat diagnostic fee. Skip Kenmore as a brand and definitely avoid Sears Home Services like the plague.

Promises not kept should be their slogan. In my opinion, not only dishonest but priced extra high, unusually high. A threat to seniors. I think they should be avoided.

3 months, 7 different technicians and still no cold air. Unbelievable and in their system there's no way to complain to anyone with the authority to make sometime happen.

Today I was suppose to have a repairman show up between 8 and noon. They were suppose to call before they came. Well at noon and not hearing anything I called the 1800 number. I ended up making 5 calls into customer service, oh by the way three calls to a call center in Mexico City and the other two calls to the Philippines. I ended up being transferred and disconnected. Then after calling back I find out the technician had gone to the wrong address and didn't call me because for some reason because I was the first service call and they don't call the first customer. FYI - My ring doorbell also didn't show anyone at my house or that anyone rang the doorbell. Then the best they could do is schedule out another week for service. I was offered a discount on my service but then it was taken away because the service technician had already come to my house. The wrong house. Go figure. Then when I called the 1800 number in Hoffman Estates the headquarters they have options on the prompting that kept disconnecting the call by telling me no one is able to answer my call. I give up. This is very poor service and I couldn't even speak to Manager they kept putting me back into there call prompting. As I look at all the negative reviews I realize I should have looked here first.

THIS IS SEARS THIRD VIST TO FIX MY LAWN MOWER, FOR SAME THING THEY CAME OUT THREE TIMES BEFORE TO FIX. AND CUSTOMER SERVICE WHAT A JOKE! ALL THEY KEEP SAYING IS I SORRY FOR THAT NEVER ANSWERING MY PROBLEM NOT TO MENTION THEY KEEP TRYING TO BILL ME FOR EACH VISIT... I WOULD NEVER BUY ANYTHING FROM SEARS AGAIN CUSTOMER SINCE 1965

First - the first tech sent comes and just points out that my unit is old. It's a unit that was installed by Sears so I know how old the unit is. Then tells me that the refrigerant is no longer available again I know that. Tell me something I don't know. Pay $100 to tell me what I know.
My unit is leaking water and now the lines are freezing up.
I'm scheduled 8/5 and today I called to schedule a different service. Then I'm informed that there is an opening for later today 8/3 and I took it. 5pm rolls around and no tech nor call. After about 5 or 6 calls I'm told they are over booked so they will not be coming today. REALLY!
Now no opening for 8/5 that i have to wait til 8/8, again sears has no consideration to contact the customer. The operator just schedules me for 8/5
8 and with no help to get me back on 8/5 since they screwed up. WOW!
Really these employees on the phone work with phone skids that really don't help the customer.
Sears really stays away from really helping the customer or replacing items that are broken.

Really disappointed customer

A Sears Home Home Services person names Angel came to my house to do diagnostics on my SEARS/Craftsman garage door opener. He did not touch the unit with the issue but instead raised and lower the garage door. He told me $149 for labor to fix the gear + parts for a total around $309 (maybe more) I was in shock and told him the part if plastic. Then he told me that I HAD to BUY NEW SPRINGS OR HE WOULDNT FIX THE PROBLEM. What do you think that's called? I told him no way and then he told me that his visit "diagnostic" today would be $75. I told him he did not do any diagnostics and I will not pay. He left, backed out of my driveway and sat in front of my house for about 10 mins, called me twice and then finally left. I was going to call the POLICE if he didnt leave... AVOID SEARS! FIX IT YOURSELF. YOUTUBE can show you how!

Don't buy kenmore refrigerator, poorest quality ever...! Everything with Sears is the worst, customer severs is awful, repair labor fee is highest ever! 1

The first tech was pleasant and seemed to know what he was doing. I paid for the service and parts and was told they would return once the parts arrive to complete the service. Parts came in and I contacted to get service scheduled. On the service date my 10 year old went out to meet the tech who then gave him a card and left as he supposedly assumed there was no one 18 home.

I called (furious) and rescheduled. Took the day off to be there only to be told by the first of 3 Techs (after 45 minutes) that they could not do the work as the first tech ordered the wrong part and the needed part was no longer available. Please note washer is only 4 years old. He stated I would get a check as I originally paid by check and that it would arrive in 7 to 10 days. This was on 5/23/2019. It is now 6/13/2019 and I still have no check.

Called and was told by call center employee that the refund had not been processed and I would have to wait. I asked to speak with a supervisor and she told me that I would have to wait and if I was not willing to wait then I would not get my refund. I asked to speak with her supervisor and she refused telling me she was the highest that i would be able to talk to and again repeated that I would have to wait to get any return at all. NOT a company that I will ever do anything with again.

I ordered cleaning air duct vents and dryer vent. The technician came and said I have mold in the ducts and he can't clean before treatment to mold. He told the treatment costs 2580$. So I agreed thinking that he will remove mold by using chemicals and some other equipment then he will clean. But his coworker clean and him spraying chemicals into the vent and that's it. I asked his friend if he cleaned the dryer vent well and he said yes. But in fact he just put the air hose inside the dryer not inside the vent. He write the invoice and I signed. When I looked at the bill I saw "blower and coil level 3. I called the technician and told him that the dryer isn't done well and sent him a photo. He came next day apologizing and cleaned it. I showed him the bill and said does it cost 1480 for just spray chemicals into the vent and 1100 to clean blower and coil. I asked did you spray chemicals on coil to cleaned he said no. So how he cleaned the coils just by the air hose and cost me 1100! I called customer service and explained everything and the agent put a note of what happened and told me a manager will call you. Until now nobody called. So I know for sure there was no mold inside my ducts and my coils not cleaned and who knows did they cleaned well the air vents. What a shame for such service that costed me over 2000$. I do not recommend Sears for air ducts cleaning at all. No honesty at all and they will cost you thousands for nothing

Never working with them again. Gave us a window of 8-1pm. Never showed. Told us all day, he's running late they'll be there. Turns out no one was ever assigned. Never. Again.

Horrible service: Ordered parts and not all parts arrived and not everything got repaired. Also overcharged significantly. Stay away from this company as far as you can.

Sears cancelled my schedule appointment to replace a solenoid in the ice maker without telling me. They claim I didn't confirm delivery of the part, except during this whole process did they ever informed me to confirm the part was delivered, even though they were tracking the part order. They even called me the day before to move the installation to the next day, so I wouldn't have to wait another four days, that was the original appointment time. When I called customer service to ask why the technician hasn't arrived, they checked the order and confirmed the part had arrived but cancel the appointment because I didn't confirm, even through this whole process not once did they ever instruct me in all the update text messages they sent me to confirm, or where there a link in the texts that would take me to a field to do the confirmation. Their customer service department service reps only know what the guide book tells them how to respond, which is rescheduled the appointment, no other option. No attempt was made to contact the technician that the part was on site and to dispatch the tech to the house. So now I have to wait two weeks for the next available appointment to have the icemaker repair due to their incompetence. This isn't really Sears home repair, it's just another investment company using the name of once fine company which knew customer service to make as much profit with as little cost as possible. I will never do business with SearsHomeServices again.

I had a small plastic park break in the "On-the-door" water dispenser of my refrigerator. The repairman came and took it apart and showed me what broke. It took 15 minutes. He said he would order the part and have to come back when the part came in. Two weeks later the part arrived, I opened the package as instructed by the repairman and it was broken. I tried to call and let someone know the problem. I was sent from one number to the next, eventually I spoke with someone who informed me that the serviceman had to order the part. So the repairman came back and was here a total of 15 minutes, he reordered the part and set up another appointment.
The part has not come in on time and we will have to have another appt. Ugh!
I tried to work with the automated system to change the appt. I was cut off, then the system told me I wasn't in the computer, and cut me off again. Finally reached someone and they could help. I wasted 40 minutes with the out of date system.
My next problem is that I am being charged $331.50 for LABOR for a job that is virtually labor-less. A few screws and a quick switch of a plastic part. It's excessive overkill.and taking advantage of consumers, especially those of us living on a fixed income.
I have had Sears Repair make repairs several times in my life but I am sorry to say that I will NEVER call Sears Home Repair Again. I just can't afford the inefficiency, aggravation, or the cost.

I have always been a Sears Appliance Repair fan -- but no more! I booked a repair appointment, took the day off work, and then Sears cancelled at 7p the night before. I call that way too late to cancel.

When I rebooked, they made me wait another week for an appointment. Again, I took another day off work. This time, they didn't even show up, after dispatched called at 2.30 to tell me they were on the way. I called Sears no less than five times that day, and wasted an hour and a half on the phone trying to get confirmation that the technician was coming. Not once did anyone call me back. And you know what Sears did to compensate me for all the wasted time? Nothing. And they wanted me to wait another week for a third appointment. If I did business that way, I'd be fired in a heart beat. That is the last appliance I buy from Sears and the last repair they do for me.

If you don't want to have your time colossally wasted, call anyone but Sears. Their level of customer service is right up there with the cable companies. AVOID them.

First tech was awesome,thought the parts were on order WRONG I received a notice saying a tech would be out ok thought parts are in WRONG, my wife called off work for that tech this was a courtesy visit WTF stupid crap. Then finally parts are on order tech said we would get a notification if the parts would NOT be in on Tuesday our appointment is on Wednesday so no notification so my wife called off again then around 1 PM I received a text telling me the appointment is canceled. So now we are without a refrigerator for 3 weeks so I had to get one from rent a center. I'm real sorry for anyone who has to deal with the stupidity and carelessness that I have had to. I had to cancel my warranty company because of them so they really aren't worth using.

Horrible Customer Service!
Our first appointment for our oven to be repaired was scheduled for 05/01/2019. My I took the day off and stayed home waiting and no tech ever showed up. When I called, they told me the tech came and no one was home. We rescheduled, for the next day and a tech showed up. He said he needed to order a part and made an appointment to come back the following week to install part.
The part got delivered to our house a few days later but sears never showed back up to install it. In total we had seven appointments scheduled and Sears would call and cancel and reschedule. Usually because their tech was home sick, or once they said their tech quit and they would not be able to get anyone to our area until they hired someone new. The last one that was cancelled by them was for 07/10/2019.
On 07/12/2019 we called sears back and told them that we did not want to reschedule we would find someone else to do the repairs, even though we would have to pay it ourselves instead of the home warranty paying sears for the repair.
Two and a half months and they couldn't get someone to fix our oven. I have a house full of kids I need to feed and not having an oven is really hard.
Very disappointed with Sears Home Services and will never use them again!

Initial contact with Sears Home Services to repair a clothing washer was on January 14. A service technician arrived January 15th.
The evaluation indicated a failed component with the replacement part ordered January 15th and would arrive on the 19th with an appointment for the replacement process January 20th. A new appointment was scheduled for the 20th and then was rescheduled for the 25th, no part, then rescheduled unilaterally for the 30th. No call, just an informing text. At no time was I asked whether the appointments were acceptable. I had made repeated calls (7) to the technician to the last cell phone contact number with no responses. I called at least six 800 or 888 contact numbers to a foreign call center for assistance and
having only to be transferred to several other assistants. The end result was another rescheduling.
Prospectively, almost two weeks to rectify an appliance failure and effect a repair, that is if the technician does indeed show up. The most frustrating aspect of this service was the failure of the local technician to return to my calls. Automated text and/or e-mail responses and still no contact from a technician as I had requested. This was an unacceptable service process. Never again with Sears Homes Service and cannot recommend this service to anyone.