SearsHomeServices

Sears Home Services for appliance repairs is simply the WORST COMPANY I've ever used if you have a problem. They sent a "technician" to repair my refrigerator and this tech was simply incompetitent and ordered parts which were no longer made and not needed (I know because I had a 2nd tech also check and correctly diagnosed my issue). I spent more that 4-hours on the phone with Sears "Customer Service", Sears "Repair Department", Sears "Resolution Group" and never talked with anyone with the authority to understand and correct the mistakes made by this tech. Sears management hide their identities, contact information, email contact info, etc. and force you to deal with their outsourced 3rd world call centers how have absolutely NO authority, will not esculate the issue above them and simply hang up on you. AS I SAID EARLIER, SEARS HOME SERVICES IS ABSOLUTELY THE WORST COMPANY I'VE EVER USED WHEN IT COMES TO CUSTOMER SERVICE! AVOID THEM OR USE AT YOUR OWN RISK!

Total scam - they take your money and do not repair anything. Ended up buying a new product with my own money. Totally worthless.

Beware of Sears Home Service. I scheduled them to come and see what was wrong with my dishwasher in July 2023. They informed me that there would be a diagnostic fee of $99.00, this would be for the technician to come out and see what was wrong with my dishwasher. He showed up and told me I need a new wiring harness due to the one on the dishwasher had shorted out. He also said I needed a new door latch, I said ok. He totaled up the parts and the diagnostic fee and the total for the parts and labor and the diagnostic fee came to $361.00. The parts were going to be ordered and shipped to my home and that they would arrive in about two weeks and that he would return to install the parts. I went ahead and paid the total price with my credit card. Later that day I called Sears to let them no that I wanted to cancel the parts and the tech return visit. The person I spoke to said that it would be no problem due to no parts being ordered yet. She said I would have to still pay the $99.00 diagnostic fee and I would be refund the difference ($262.00)back to my credit card.I said no problem, I knew I had to pay the $99.00 fee. They said it would take about two weeks to see the credit back on my card. It never happen. I called them three different times and was told the same thing, nothing was never credited back to my card. Some very deceiving folks that work for this company. Shame on them, from a Army retired disable veteran. Guess they really needed to keep my $262.00

So my samsung dryer started making this ungodly loud noise as the drum spun its cycles. Called sears for help. The tech Was going to charg 700$+ for 2 motors due to the tech hearing the clicking noise and ASSUMING it was the motors without checking anything first. That's whatever. Them I'm forced to wait 22 days for a service visit that was already delayed a week by sears. Then the tech never showed up as I was outside and waiting for almost 7 hrs. The tech then lies about showing up, left 0 description of the house he "stopped" at. And they couldn't confirm with a Geotab service to confirm anything. Then Sears tried to schedule me another 20 days out after already waiting 22 days for literally anything. So I call sears to complain and even the lady that answered the phone didn't say anything was just silent hoping I'd hang up and go on with something else. Just to be told 5 days after a supposed refund request was submitted that I'd have to wait another 14 business days for a decision to be made by sears. Like how is this "professional" service at all. When I was contracting if I wasn't there within a week and in my designated arrival window my job was threatened. Why is that not for all people who fail their duties?

I purchased the warranty for my washer, had to call for repair, the repair guy shows up ( short Barney Rubble looking fellow) attitude sucks, doesn't want to be working, doesn't want to answer an questions you have, he does the contract repairs for Sears and Home Depot in South Jersey... I can't blame Sears for his actions but they need to know that this guy has a piss poor attitude ******* is his Id number and he needs to find another occupation. He really acted like a miserable sweaty grease monkey, and I requested that he never return to my home again. I will be contacting the warranty company and also letting them know I believe he is stealing parts because he told me the machine needed a new belt, he ordered 4 parts and when he came to repair the dryer ( same guy, Barney Tubble I mean Rubble) he had 2 of the exact same parts delivered and he took the extra one instead of letting me send it back. He was upset because he came out and couldn't make the repair all of the parts he ordered that he was going to steal were shipped, but the one he needed to do my repair didn't come, so I called the company on him and now he can't return to my home ever again and they are going to send a different repair tech! He is so busted!

Can't say enough in this small space to describe the hellish nightmare this company was to deal with. Please take warning, save yourself the horrendous frustration and DO NOT BUY!

$600 freezer out of warranty after 1 year. Bought a Kenmore model 253 freezer. It ran perfectly well for 12 months. 14th month started getting warm. Call for repair technician. Comes out. Says it's out of warranty. Wants to charge me $100 to walk out my door. Again call Kenmore. They tell me it has a 5-year sealed system warranty. They tell the technician 5-year sealed unit warranty. Technician says no. Kenmore is wrong. Call Kenmore back. Kenmore says, "No. I will reschedule it with another next technician." He calls and says, doesn't even show up in my house, doesn't even look at anything it, says, "It's out of warranty. Nothing I can do. Call Kenmore." Yes 5-year sealed unit warranty.

I will set up another appointment. They set up the appointment. It was canceled before I could even get to my phone call. Again same bull. They set up another appointment. Within 5 minutes appointment is canceled by repair company. Then somebody calls me back. Says they're from Sears and says no everybody was wrong. It's only a one year warranty. How many lies can they tell you over and over and over when you spend money on their bloody products. If anyone buys a Kenmore product they must be out of their mind. Don't ever buy One. They don't back them up. Do not trust Sears. Do not trust anything they say and above all don't trust their appliances. Junk junk junk

The technician had ordered a part for my washer a week ago. The order status shows Backordered. But when I checked on their parts direct site the product is available. When I chated with PartsDirect he said it appears as in stock but it is web error. But I just tested and was able to order the part ship by next day. Sears Home Services say part not available till June 22. I noticed that whenever Sears ( A&E services) technician comes first thing they do is pull up online manual and order the parts instead of repairs. This happened to my dishwasher also. Last year they opened my dryer and said parts need to be replaced, and ordered parts which took one month. Meanwhile, I engaged a handyman who removed the lint, and get it working till today without any parts replacement. Sears is making money by replacing parts, and claiming money from my home warranty service. I cannot reach any human voice to talk.
Sears corporate management is even terrible. For a service, Sears home services supposed to claim money from my home warrany company. But Sears issued me notices, and even sent collection agency. Their corporate director even argued with me that I am responsible to pay. Then I involved BBB providing them all the supporting documents. Then Sears corporate apologized me and resolved the issue. Please NEVER, NEVER, NEVER use Sears Home Services and Repair for any reason. Decades ago they were very reliable but not any more.

They keep rescheduling my appointments. They rescheduled me twice. Disappointing. I ha d to take time off my job

I do have a home warranty and they were using sears home services for their repairs. We contact with them and they scheduled their technician he come on Tuesday and he checked AC unit and he said we need to other the part then he told me he will come back with the part on Friday to repair. Guess what happen nobody showed up on Friday. I called them afternoon hours on Friday they told me we order the part for your house and whenever you have part for repair then call us back we will schedule technician for repair. Today is following Thursday and no part arrived. I called them and I ask them do you know when I will recurve this part they said you will receive, I asked same question again and same answer. I asked them can you give me tracking number then I can check they said we don it have it :)) I asked them so can I speak with some one about this he said I am the person and you are taking now I asked him can I have technician number and he said we can share it.
So far nobody wants to respond and almost 90 degrees here and we are burning in the house
Thank you for great service and I hope you guys not stay in the business long time
We do not need customer service like you guys providing
Please stay away (also they are using overseas customer service and you need to learn another language to talk with them)

This has been an absolute nightmare. Our 5 year old refrigerator broke on January 18. I scheduled the only appointment I could get on 1/25. They came and diagnosed the compressor and mother board were bad. Total repair cost $900. Parts ordered, appointment set.

3 Cancelled appointments until they finally come and put the compressor in on 2/8. Leaves all old parts because they don't dispose of them now. Now is my responsibility to get rid of a compressor!

On 2/10 we start getting an error message ER RF.

Set up another appointment. On 2/11 tech comes back tells me the wrong mother board is in there, takes it out and replaces it with the old one. Said they will issue a refund for the board via check, still have yet to see that.

Fridge never works, still getting error message. Tech comes on 2/18 to tell me now we need a new fan system and it is not from the original problem, so now we have to pay another diagnosis fee and the for the parts, $500. The fan comes, they come and install it on 2/26. The fridge works for 3 hours.

Set up another service call, comes on 3/2 and now tells me they cannot repair it. He said to call and get a refund of the $1300 that we paid.

I call, get the run around and then they offer to give me $700. I ask why not all of it, no explanation given, this is what we are offering I am told. The person I was speaking too had a very bad connection and I had trouble understanding her. I asked to speak to someone else, then they hang up on me. So I call back, get someone else who is another totally rude person, I ask why I cannot get a full refund. He gets angry at me, tells me I have to wait 7-10 days etc. I have no clue If I am getting any money back or not.

I am very disappointed in Sears and the whole way this has been handled. I should not be paying for a fridge that is not working. I honestly hope someone contacts me about this, because we would like our money back.

Sears used to care about the customers. We shopped there a ton and still have tools and other things that are over 40 years old.

I purchased a garage door opener and water softener from Sears. I added to the purchase their extended warranty for both products. Sears used to honor the extended warranties. Free annual maintenance was part of the warranty. NO MORE! I have been trying to schedule the annual maintenmce service for both products since October. I have been advised by the Sears telephone employees to hire an area company to perform the service and that Sears would reimburse me.
That HAS NOT HAPPENED. I submitted to Sears the invoice estimate for the garage door service which needed a new circuit board which controlled the door opening and closing. It so happened this circuit board IS NO LONGER BEING MADE. SO I SUBMITTED THE INVOICE COST OF A NEW GARAGE DOOR AND THE COST OF INSTALLATION. NO RESPONSE FROM SEARS. I FOUND A LOWER PRICED GARAGE DOOR OPENER AS WELL AS LOWER INSTALLATION. I submitted those documents. Again no response.
I DID RECIEVE AN EMAIL ON DEC. 28 at 3:30 pm FROM SEARS THAT Sears technician would call before arriving that day. An hour and 30 minute window. NO ONE CALLED. NO ONE CAME TO MY HOME.
I am still waiting for a reply from Sears.
Long ago I could recommend Sears. NOT ANY MORE

I had Sears out on Oct 2nd for repair. They said ordering part and ording a second part in case i may need it also but think is just panel. Will be back on Oct 23. Got one part the electrical panel only. Called as had someone here as i work. They said not on schedule as second part not in and just because repair man says that does not mean you are scheduled as you have to call in. You wait forever to get through when ever you call i was always on line for over half an hour. Told to call Sears Warranty service as they should be able to help me as it has been over 20 days. Another call and long hold time as they cannot transfer you from appointment center. They said will have someone out today on Nov 2nd between 10 and 2. When no one called me by 11 i called to see about the repair man. They said i was not on schedule to have repairman as showing one part not in. Now it has a month. Called Warranty again said we will have someone out Friday. Same as before you say i am not off Friday and they keep saying i have Friday. By saying you have Friday again and again does not change the fact i was off today they were to come today. I said i need someone today. They said have anothe contractor out today. When they called me said they cannot come out today. I had this same long time issue with my washer. I do not or will not recommend them to anyone. They are so hard to reach and unreliable. Any other repair service must be better.

Took time off for an appointment for an estimate to install a/c, they left a voicemail 28 minutes before they were to arrive that they couldn't make it. I think I dodged a bullet.

The ONLY reason I give them two stars instead of one star is that when you call their phone you don't have to wait excessively long to talk to a rep.

I own a three year old nice, expensive, Kenmore refrigerator. Nice until it stopped working. The compressor, and approximately $500 part, has, according to my local very trusted licensed appliance technician had failed and needs replacing. The warranty says that for 10 years Kenmore will replace the part under warranty. Just the part, not labor cost. OK. But they will only supply the part if it is installed by their own certified technician. They refuse to send the part to me or my tech. This is in direct contradiction to the warranty language with says NOTHING about it has to be installed only by their certified tech to get the part under warranty.

Wait, it gets worse:
# They can't get their tech out to me for three weeks.
# The tech will charge $129 to tell me what I already know.
# I called Sears home service to try to get an estimate of what the labor would cost to install/replace the compressor. I got a run around passed off between different departments, but none of them could tell me that. I've probably spent a useless frustrating hour on the phone.
# The phone reps are unable to give me any way (phone, email, chat) to directly contact any real service tech to get even a guesstimate of labor cost.

And the final nail in my coffin is that the earliest they can get a tech out to me is three weeks. And then the tech is only coming out to do a diagnostic and estimate. No promise about how long to do the repair.

By the way: This refrigerator was sold by Sears, branded "Kenmore", but turns out it was manufactured by LG. It turns out LG has had a lot of compressor failures. I hear there may even be a class action suite regarding that.

I am telling everyone I know to stay as far from this service as possible. I called late last year to see about getting my window air conditioner cleaned (I tried to take the case off and do it myself, but the screws holding it on were rusted shut, and I thought I'd hire a pro to do it). We take our AC out of our apartment's upstairs window in the winter, and store it in the closet. During use, it fills with water and dead leaves, and I don't like the way that makes the closet smell. The unit works fine, it just needed cleaning. I had to reschedule the service to early January. The online process went well; I was told there was a service charge of $79 to have a tech come out. I was called when the (2) techs were on their way. The caller asked if I remembered that there would be an additional charge for their services, the $79 was simply the fee to get them to come out. He suggested it might be an additional $150 (this made me pause, since all that was needed was taking off the case and vacuuming it out). Then he corrected himself to say that $150 would include the initial $79. They made relatively short work of opening up and cleaning the AC. When they were done, the older (head) tech made a show of "trying to figure out what work code to use for billing". He claimed if he used their more common code, it would put the charge up over $200, so he used a different code that brought it down to a mere $194. (!) When the techs left, I went to take the unit upstairs—when I turned it on its side, more "gunk" fell out (old leaves that had condensed and solidified). So I paid well over twice what I expected for incomplete work. Never again!

I contacted Sears Home Warranty on 8/14/22 to come diagnose a Kenmore washing machine. The CSR attempted to convince me to enter a warranty contract. After getting the details of the service call and of the warranty contract, I informed the CSR that I would make a decision no later than at the time of the service tech's visit. The CSR gathered my cc information (Sears MC - Citibank) and assured me 3 times that the total cost to me would be $109 if I did not move forward with the repairs through SHW. Once the service tech (who was very polite) completed the diagnosis, I opted to decline the repair as the price was too high (and it was a component that I knew I could repair myself). I signed the declination which itemized the charges of the repair. One of the charges on the declination form was a fuel surcharge of $6.95. The charge that appeared on my CC was $115.95... the fuel surcharge was added. I emailed *******@searshc.com (as required when disputing a charge as there is no phone contact) and explained the situation in as much detail as this review. Nicole emailed me back and declined the refund of the fuel surcharge stating that it was clearly marked on the declination that I signed. Notice it doesn't appear on the receipt I received via email from Sears. She did not reply to any further emails. I had to dispute the charge through the CC company (Citibank) in order to get my refund back. I will NEVER use Sears Home Services again and have shared my experience with anyone I know who needs home warranty services!

Worst service ever! Today would have made my 3rd appt for my fridge/freezer repair. First they ordered the wrong parts, then after 3& half weeks I take the day off work AGAIN for the 3rd time the appt time is 8a-5p the tech never shows. At 5:45p they say the put 8n a successful request for the tech to "return" to the house & the tech would be here by 9pm, still a no show. So I call back for them to tell me oh sorry u waited from 8a-9p we'll reschedule u for 2 more weeks away. So by the time they get the right parts & a tech actually shows up for a scheduled appt it will b 5.5 weeks. Will never do business again!

Had several customer appointment problems but overall the service at our home has bn very gd and I believe a parts shortage may be a problem

Useless would be a kind word for this company and its services. They have no idea what service is, and their advisors are uniformed.

I am actually looking forward to my extended warranty ending in July so I can buy a dishwasher from another company. Never again.

I have spent weeks trying to get an appointment to repair my refrigerator with no success. Do not use this company.

After waiting 6 hours for a 10-2pm appt and having the tech call and state he will arrive in 45mins! Really? Are you not cognizant of the fact that I have waited over the set time where is the recognition of that fact? I then went on line and found out that the old Sears that I had relied on when an appliance was in need of a repair is NO MORE!. They are now a less then zero home appliance repair service and my experience is par for the course. I immediately contacted them by pressing the Cancel option which up to this point I was unable to make contact with an actual person, someone eventually came on and made every attempt to reschedule they were obviously scripted and overseas. So much for goood old homeland customer service. EVERYTHING IS A SCAM AND MONEY GRAB in the USA! We're talking about SEARS!