SearsHomeServices

I had a garage door installed by Sears with a lifetime warranty. I was very pleased overall with the function of it. I had very few issues with it but today I had an issue when a spring broke and I was unable to open the garage. My car is in the garage and I need to go to work on Sunday and I called because the website states that there is an Emergency Service available through Sears. When I called them they informed me that they do not have that available and that they could only schedule me in for Tuesday. I told them that I needed to get to work sooner and that how would I be able to get to work if I can't my car out? Should I leave the car in the garage and miss work and she said, "Yes, you'll have to miss work I guess!" Now, I NEVER have been spoken to like this by a customer service representative in my life! If I could've reached through the phone, I don't know what I would've done. She was so blatantly rude! How dare she! If this is how Sears handles their customers then how are they going to maintain a good reputation? I regret working with them.

Absolutely awful company. We have a 5 year warranty on our washing machine, that was purchased a few years ago. When we finally needed to use the warranty that we purchased the following happened: March 2. Came and diagnosed washer with oil leak underneath (washer still useable) March 13. Came with new part but realized he needed to take middle part out and could not get it out so told me he is going to order the middle part. (Washer still worked) March 22 came with middle part, broke out the middle piece and could not get bolt off. Then told me he was going to put in for a new washer (washer don't work now cause he busted out the middle piece) called sears and they said they will send me a voucher for 50$ for laundry mat! (Never seen it to this day) So called March 23 to see status and told me that I have to wait 48 hours to hear from them. So the same day called the technician that was at my house Sean was his name and he told me to call his office which I did *******966 and talk to Kiersten. She said she put the claim in right away. March 24-26 called sears and got told had to wait 3-7 days. Again waiting. March 28 called Kiersten and got told the claim is getting put in right now (which it was supposed to be put in on the 23). She said wait 3-7 days. Wait again?! AWFUL CUSTOMER SERVICE, this warranty is not worth the money and the company as well. I ended up purchasing a brand new washing machine, because I have a family of 7and needed to do laundry, from Lowes. I would never recommend Sears, they do not live up to their word.

They provide a 10 hour appointment window and then do not show up, They do not call, they don't provide a number to call to check, do not waste your time

The technician was very unprofessional and incompetent, he arrived at 8:45pm to my home the first day. He took more than 15 days to fixe my fridge then left me with a water leak behind the fridge.

My freezer wasn't cooling any colder than frig. When I looked for repair companies, I thought Sears would be reliable. They really push the monthly membership to lower your repair bills, and I had a great home warranty service before from another company, so I signed up. ($50/month gets you 25% off repair bill) A technician came out and took the freezer apart and showed me how the evaporator fan motor was frosty only at the top and needed a part and labor. He ordered the part for $20 and charged me $159. The part came to my home and a new technician came 2 weeks later to do the work. He didn't even look at the part, nor did he touch the frig. He just declared "I need a part that is luckily at the warehouse' He replaces the interface for another $189 and states 'This isn't going to help but wait 90 days to call for service'. The freezer still doesn't work, I'm out over $350, plus 50/month x2 and I can't cancel the membership or they won't come out to make it right. I have never felt so scammed

We have had a Sears Warranty for a few years and this last time we called to setup a check of our Boiler be fore the season we were given a 6 hour window which no one came nor called to let us know what was going on as to our appointment. When we called we were transferred over 5 times and on the phone for close to two hours. We canceled our Warranty policy due to the VERY POOR Customer service we received and was told that we would have to pay a cancelations fee of $25, even thou we were cancelling due to failed customer service. I strongly recommend if you are seeking a Home Repair Warranty with good customer service to STAY AWAY from SEARS.

Set apt dec 28th 2018 - waited 2 weeks - & - Worst service - repair person never showed never called nothing - called customer service demanded compensation - put me to supervisor - snd i stated becuz i he was now no show - send me a new fridge immediately thru said i had to go thru 3 repairs for each kitchen piece - what - i stated i can not go another day with a no show - supervisor hung up on me
Nos they want to set up another appt guess when Jan 24 what the hell
- i stated the repair person should b here in the early an to finish his damn job i should b the first priority if the day - said it does not work that way omg - they r awful - customer service - resources person r awful the r the worst - they need yo get the job done - with better communication - no call nothing snd a no show my 1st time was 8-5 i called them at 4 - stating -where is repair person - oh they say it's now 4:45 - 7 - no show - i call again - they have no clue where person is - & Shop is closed omg

Horrible experience. Kenmore Elite Fridge compressor is under warranty. Sears has no techs in our zip code. A&E repair says Sears has to have a tech come out and say if part is under warranty. Neither side is helping. And still without a fridge. This has happened since Sears went out of business in Missoula, MT. It's not just them though. CUSUSTOMER SERVICE IN AMERICA IS HORRIBLE OVERALL.

Everything the other reviewers said is true. No show techs. Cancel appointments without telling you. Afte rd you wait over 2 wss is fof the appointment in the first place. To make it short, my washer hasn't worked since June 18th. 1st appt. Scheduled for July 2nd. Finally showed up July 9th late of course. Ordered a part. Told me to call a number when it came in. After being on a "5 min" hold for over an hour, I got an appt. For July 25th. So another 2 weeks without a washer. People can't do without their appliances for months at a time. Obviously Sears does not care! They just want to sell you warranties and take your money.! Very disappointing. Guess it's time to buy my appliances somewhere else!

Feb 19,2021 its $169 just for them to walk thru the door without the repairs, I didnt go to wk cause I needed the frig fixed my appt was 10-2pm no call/no text no update on the order. I checked it every 15min till 3pm tech never nothin. After 4pm I checked he wrote cxld. WHY? I called they r clueless. All they say is I'm sorry, they wanna make another appt, sure stay home again after u screwd me once I dont think so. Dont Call Them Find A Real Professional who wants to wk. It's a pandemic and u dont show up that's pathetic...

They were booked through CCHS home warranty service and they never showed up nor did they contact me instead they lied about having the correct phone number; recontacted CCHS who confirmed that my phone number was correct. Sears wouldn't RS and they told me they didn't have anything available. CSR is rude and nasty

My experience with Sears has been one of the worst experiences I have had in my life. The technicians seem nice enough, but they don't have enough technicians, which puts appointments out a month. Nope, you can't pay to jump the line for emergency service. Now are the techs the problem, or is it the product? Hard to say. Our Kenmore Pro Refrigerator has been serviced for a compressor failure (under warranty) twice now. The first one took 5 weeks. The second time, it was 7 weeks, and the tech was out yesterday and the fridge is not cooling at all. The soonest appointment they have is another 4 weeks out. Apparently 3 months without a fridge is AOK in Sear's book. Poorly managed, poorly run business. They certainly are happy to sell you an overpriced warranty, which they will never stop pushing on you. But actually fix your broken product? Well, they aren't in any hurry. This is because they don't have enough technicians to service demand in a reasonable amount of time. It is all part of their strategy. So count on long waits, high prices, and you are gambling on whether they can really even fix your appliances. I would suggest avoiding Sears Home Services unless you are a sadomasochist.

I purchased a HVAC from SearHomeServices in December 2017, within a two week period I had to have installer to come back because my thermostat wasn't working and my heat wasn't working properly. Fast forward now since end of July 2019 my cooling system is not working at all. A brand new unit a little over two years old no air, really. I called the 1-800 # and as many stated the customer service was terrible. I have a limited warranty which now I am responsible for paying a $69.00 service fee, plus labor and whatever parts are needed. I am highly upset with this whole process and find it extremely bad business to have a brand new HVAC system that only works for two years with a very limited parts warranty. Sears operations has gone down and the value once received is no longer possible. I am going to take this further because having a fairly new HVAC that doesn't work is unsatisfactory my hard earned money down the tube. This is unacceptable for consumers to purchase products, appliances, and even warranty that is not being honored once they purchase an item. Sears needs to honor each warranty and make sure that they follow up with their customers with trained employees to build better customer relations. A very dissatisfied customer.

Kenmore refrigerator less than a yr old needed fans which were under warranty. Repair service guy ordered the parts, 7 weeks later, parts are still back ordered. Have called numerous times only to be transferred, put on hold for an HR then disconnected. When we finally got someone to acknowledge that we should get a replacement according to the warranty, she said someone would call or email us within 2 work days. That was on Thurs, on the following Tues, still had no call. Called service center only to be put on hold transferred, put on hold and disconnected again twice. Went to internet chat and Nikolaus said we had to call repair guy and Mark order complete before he could help. Start over? Bottom line is, the warranty is bogus, will not be honored. Bought the fridge on sale when the Sears here was closing. They say they value their customers, but so far there is no value here at all in the product or in their warrenty. Sale wasn't worth it. Still have to buy a new fridge. Also internet chat offered to email transcript. Tried 3 times, ERROR. Tried another address and that said error also. So, no proof of chat on line.

My washer since December 2nd has stopped working. I've gotten a Technician from Sears that came by and they saw the problem and ordered the part for it. On December 13,2023 the Technician never showed up. No calls, No Messages, and No indication that they were coming. By time it was 6:00 PM it was already too late. I was forced to reschedule since the Technician ghosted me.

5 days later on December 18tth, the Technician came back but they were 30 minutes late to the appointment. It was 5:30 PM when they arrived. They were just going to fix the washing machine but then they have to come up with an excuse that they didn't have their tools with them. I mean seriously what kid of a Technican would just forget their tools? So he had the nerve to ask me to look around my garage to see if he can use my tools and then without warning he just said "I'll just have to reschedule" I mean are you for real?! I've waited 3 weeks for my washer to be fixed and this is what I get? I am just feeling angry and frustrated that I wasn't able to was any of my clothes. This is the worst service ever.

Sears Home Warranty is a total SCAM. On December 25,2022, I made a claim due to having a busted water pipe. I was told that I needed to call to speak to someone due to there not being a service provider in my area. After calling and speaking to an associate as to my busted pipe I was advised that since there is no service provider in the area I would be approved to find my own provider for the repair and all I needed to do was to email them a copy of the paid receipt and before and after photos. I advised them that I had two special needs kids and we needed the repair done immediately. They assured me to get the repairs done and send the documentation back to them and I would be reimbursed. Also, I was advised that I would receive my $100 deductible back but as of today I'm still waiting. I had the repairs completed and sent in requested documentation to only be told that my busted water pipe was not covered and I won't be receiving a reimbursement. When I spoke to someone in the beginning to put in the service request no one never said that the repair wasn't covered. I spoke to them several times and I was never told that the service wasn't covered and the crazy part about it was that they were searching for a provider to come out so it's very confusing! I don't recommend Sears/Cinch home services, total rip off!

My a/c broke. A scheduled tech came out two weeks ago and said they would replace my unit. Since then, two unscheduled techs have come out. One said they would replace the unit and a second one said they would repair it. I can't get anyone to verify anything on the phone. I have two fans in my work from home office and it is 93 degrees, my bedroom is 95 degrees. It's very uncomfortable with no end in sight. I've paid Sears for the warranty for twenty years. When I need them they failed miserably. Save money, frustration and hour plus wait times on the phone. Find a different vendor... Update Sears called an hour after I left this review and said I should have a new unit soon. I will update the review when I have new information... They did not deliver a new unit, they did not fix the old unit. Sears scheduled appointments on June 7th and June 8th. I took off two days from work. No one called, no one came. There is no record of anything. Definitely do not use them as a vendor. I don't know what will happen next. It seems that I will go through the entire month of June with no a/c,

I made an appointment on the phone and waited several weeks for the service call for a dishwasher repair. I had to call them again bc they had the wrong address and phone # for me. After being on the phone w/ them for 1/2 hr they finally corrected it. Then I waited all day and the service person never showed up. They rescheduled me for two months out - after I waited another 1/2 hr on the phone! Now, today I waited again for many hours and at the last minute I get a text saying they have cancelled the appointment bc of wrong address, phone #, and ALSO bc they don't service the FisherPaykel dishwasher that I have. This type dishwasher, as well as my correct address was listed on the service order. Go figure. They could have saved me two days of putting every thing else aside so I could be here for them, if they had told me up front about this. Also, they were texting me for a few hours today saying a technician was on the way. Why couldn't they call me instead of texting? They had the right address on the service order. This is just super bad customer relations as well as sloppy, inept handling of scheduling. I will never use Sears Home service again. And if you have a FisherPaykel dishwasher don't let them tell you they will repair it. They can't!

Scheduled a repair on a microwave, with a service plan, a few days before the warranty expired; the original appointment was confirmed for the next day, but then was cancelled by Sears the following morning. I was told that I would have to wait over 2 weeks to have it fixed. The repair was made, but it stopped working a few days later; we told that it was still under the warranty, but it would be 5 weeks before they could fix it. The day before this scheduled service, we received an email asking us to confirm if a part needed for the repair had been delivered to us. We confirmed that it had; the day of the service we got the same email and decided to call Sears. After speaking to 5 different people over the course of 3+ hours we were told that no one was coming because they were waiting on 2 parts. The first call to fix this problem was made on May 12th. As of July 20th we are still waiting for parts to come in and for this microwave to be fixed. Needless to say, I'm extremely disappointed by how Sears handled this whole thing.

I callled to schedule an appointment to replace a door seal on my front load washer. Upon making the appointment I asked would the technician have the part with them to replace the old one. I was to yes. Well, when the technician called to get more information about my appointment he informed me that he did not have the part and if he came i would be charged $99. So i cancelled the appointment. I ordered the part i needed them rescheduled the appointment and told the representative that i had my own part since they no longer carried the part. I asked would i only be charged for labor since i purchased my own part. He said yes. Well today is the day of the appointment and I'm being charged labor plus a diagnostic fee. I told them what i needed and then they turned around and charged me for a diagnostic fee! Mind you i supplied my own part. Total is $235. This is BS! I would not recommend using these people. One person tells you one thing and the other tells you another thing. I told them i don't have a reason to lie about anything and since y'all record the calls play them back and listen to what i was told!

Do not use this Appliance Repair Company! The worst company that I have ever done business with. I had a dishwasher working for over 2 years. Called Sears Appliance Center in Ringos because it would shut up mid cycle. They came as expected. However, the technician told me that the reason my dishwasher was not working was because the dishwasher hose was connected to the cold water and not the hot water (Which was not the case since it was working for 2 years). I said OK, please fix it. He said we can't you need to call a plumber. I said is it part of the dishwasher installation and he said yes. But I would need to still pay the 125.00 fee and also pay a plumber to actually fix the problem. I tried to call Customer Service and that is a joke. Stood 4 hours on the phone to get directed to all kinds of info adds and never to get a person. Since I have a 90 day gaurantee, called them back to come take another look since it is still not working. I said I wanted his manager's number. He would not give it to me. I said please call him then and let me speak him. He said I can't do that. I said I wanted to talk to someone in customer service or give me a number to call to speak to a live person directly. The two numbers he gave me where the same and automated and you can not get a person on the phone. Not only are they clueless but if you have a problem, you can not get get any Customer Service to talk to. Horrible business and horrible Customer Service - DO NOT USE!

They are nothing but thieves and liars. Do not use them! Both Sears Home Services and Sears Warranty are incompetent and thieves. I had them out to fix a fridge that wouldn't shut off. They said it was the thermostat (tech didn't check anything else) and ordered the part. This was in September 2018. By January 2019, I was calling them again because it still wasn't working. I was told it was past 90 days and I'd have to pay for a service call and any necessary parts. Now, I had purchased the Services Warranty. Been fighting with them since January. Was put in contact with a person at Sears Executive Offices. I went back and forth with this person. She left messages that I was approved for a replacement and she just needed to finalize details. So, I went and bought a new fridge. Just found out today that I am not approved for a replacement. I am out over $1,000. The new fridge plus the $49.99 per month for a year for the useless warranty. This is $1,000 I will never see again. This is $1,000 stolen from me.

A technician came out and found out what was needed to fix our oven door. He had to order parts. We paid for the part and for the first visit. He is supposed to come back to fix the oven door when we receive parts. We scheduled an appt for today. I received a box a week ago with the parts. I waited around all day for him to come at the time we agreed upon (between 1-5). Nobody showed. I couldn't find a phone number so did an online chat. And found out we are still waiting on another part. Nobody called to update me and to reschedule. I thought we had what we needed ( I am not familiar with oven parts, hence why I hired a repairman). It has been two weeks. I finally found a number to speak with someone ( who did not speak good English and was of NO help). She was clearly reading a script. Every time I asked her a question she just kept repeating her script. She never answered any of my questions nor could she get me to somebody who could. I asked to speak to someone else and she literally started her script over. I am so disappointed in Sears and will never use them again.