Sears Home Services

They fixed it.

It went fine, no problems.

Dear Michelle, The repairman came on time and spend approximately 25 minutes "observing" the washing machine go through a "quick wash" cycle. That is all he did--"observe." The machine worked while he was there. He said he didn't know why it wasn't working for me, it seems fine. He then charged me over $200 for the visit which I paid by check. As soon as he left, I tried to use the washing machine and it still doesn't spin. So, I just paid $174.41 (with 20% off coupon) for nothing. I am in the exact same situation as I was before I called for the repair. I contacted Sears to see if I could obtain a refund at least for the $74.41. I understood that I would probably have to pay for $99 Trip Fee as he did come out to my house. I was given what I call the "run around" on 4 separate calls to Sears to explain my circumstance. I just received an email message telling me that I will not be receiving any refund at all. Waste of my time and money. Never again.

I have Sears Home Warranty, the coverage is good, the premium and deduction is fair. The contractors do good jobs. But the scheduling is always messed up and I have to call many times to clarify.

I think they are good, you pay a fee to come out and they tell you what is wrong with it and fix it. They other companies try to get you to buy a 1 year warranty. The guy who came was fine and the first thing he fixed did not work. He had to get another part that fixed the fridge. They called me back for feed back so it was fine. They call you the day before and then the morning of, then the technician calls when they are on their way. They were very professional, kind and patient.

The repair man was prompt, courteous, and capable. He told us our options, and performed what was necessary to get our fridge running well again. He also looked over the fridge to make sure nothing else was likely to fail. He explained clearly to us what was going on. One thing that is not so great is that when one calls Sears the phone operator and the repair guy try to sell various repair contracts for the stated appliance or the whole house. There might be some instances where this is helpful to a family, but it was a little offputting to us. However, the repair guy was truly knowledgable and provided excellent service, so we would definitely call them again and hope to get the same guy!

Excellent. The repairman was prompt, tested the washing machine several times to determine/confirm the initial diagnosis that a replacement pump was warranted to fix the problem, explained what he was doing and why, and had the replacement pump readily available in his vehicle. He was courteous and professional and me feel thankful that I had hired him to do the work.

The washer was repaired to my satisfaction.

It went well once it got started. The first serviceman lied and said he had called me as I sat around waiting all day and he hadn't. But, they were very apologetic when I called them and asked why the guy wasn't here. They made another appointment and sent another guy out and gave me a discount. So, I was satisfied with what happened. They had a little trouble with that guy I guess. It was that one technician. Now, if he had called and said, "Oh, my child is sick. I've got to take him to the emergency room," or "Oh, I'm sick," I would have accepted it. But, nothing at all and then lying to the company and saying, "Oh yeah, I called her, there was no answer." I just called them, there was no one else to call. We don't have a lot of choices.

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The only issue is that when I call, it usually takes them longer than I would like to get out here. That is I am calling them because my mower does not work and I need to work right away and I am not very patient. I would tell a friend about them.

unknown

fine. The serivceman was on time, neat and thorough. There were no problems with my washer or dryer. He gave me a good tip about using washing machine cleaner.

Excellent.

Great service and were on time. Would call them again.

I did have a problem with my washing machine but it was a Sears product so I called them and they sent somebody to fix it. I'm not sure they resolved the problem but its running. He told me that the water wasn't turned on, I perhaps should have challenged him on that but I didn't. I've been living here for 9 years with the same washing machine and I never had any problems, I never touched the faucets so I don't understand why he was telling me the water was turned off. I don't think he gave me the right diagnosis. The service people were here when they said they'd be. I think the pricing was fair. I do have a couple of Sears appliances so I might use them again. Sears was trying to promote me to join their coverage. They refunded me some money because they thought I was going to join their service contract. I used them a bit but later changed my mind.

Service technician was very professional and did a great job.  Only complaint is that the office called and left three messages confirming appointment and all three had three different time ranges despite being received within a four hour time span.  As requested, I returned their calls and confirmed the appointment for 12-4pm on Saturday.  The technician showed up at 10am.  Fortunately, I was at home.

All the workmen, for both flooring and shower door installation, appeared on the same day. Flooring guys got in the way of the shower door guy (or vice versa). Other than that, the work on the floors was excellent.







The shower door portion of the work was doomed from the start! The initial measurements were made incorrectly, so the door was built too wide to fit in the space it was designed to go which, I learned in the process, is inside the walls of the front of the stall. Instead of re-measuring and re-ordering the proper size door at that point, the installers installed it against the walls outside the shower. It became obvious to me that the installers knew no better what the job was about than the person who took the first measurements. So, I had to have someone come on another day to re-measure, wait again for the new door to be fabricated and delivered, and wasted the better part of another day on a second installation. Even the installation of the new door was not done to my satisfaction: Water still leaked under and around the door, and, as it turned out, the door leaned a couple of degrees away from the stall in such a way that water collected in the lip at the bottom of the inside of the door did not drain out into the shower drain, but, instead, emptied out onto the bathroom floor when the door was opened. This required a third visit (and parts of another day of my work time lost) from a third workman, one who came from a long drive away and who arrived considerably later than promised because of traffic. He, however, proved to be the only workman I encountered on this part of the job who knew what he was doing, recognized what had gone wrong, and made a twice or thrice botched job (depending on how you count!) finally function properly.







I didn't do my homework on price, but paid more than I was happy to pay, particularly since I lost work/vacation time of parts of 5 days, and experienced no end of frustration. (I'd say that it should have taken only two visits, one to measure, and one to install.) In fairness, Sears took $150 off my bill, but, to me, it was too little, too late. To top it off, when I went to redeem a "gift card" in the amount of $250 (which tells me that the price was inflated by at least that amount!), to pay, as intended, for another Sears purchase, the card was refused. It may have "expired" according to someone I spoke to at the point of sale, since, pending the successful resolution of the problems described, I didn't use it until about a year after it was issued. I'm still trying to figure out where that went wrong. All I know is that my balance for that card now reads 4,374 points, which should have gone toward the purchase I completed with my Visa credit card. To avoid the loss of that balance, I now must make another purchase from Sears.







In spite of the good job done on the floors, and the good will and expertise of the final workman adjusting the shower door, I will not use Sears Home Improvement services ever again, and will warn anyone in the greater Hartford, CT area who may ask me not to use them.

Disaster -- NEVER BUY AN APPLIANCE FROM SEARS EVER EVER EVER.  Freezer fluctuating from -10 to 40 degrees.  Told first date in 10 days! Complained to multiple managers and got service in 2 days.  Had to order parts.  Initially offered date to install parts in 12 days!  Argued and tech called for date in 3 days.  Different tech came -- started to move refrigerator.  Asked him to put something down to protect the floor.  He said then I'll have to generate a waiver.  I said if you don't protect the floor no waiver but if you do then I sign a waiver?  He said "I didn't know you cared about the floor".  I then said the other tech said the parts are in the front of the refrigerator so I wondered why he had to move it.  He said, "the other tech, the other tech"  I'm out of here.  I said I was just trying to ask a question.  He again said "the other tech" and said "get someone else to fix it". He then grabbed the parts which had been shipped to me.  I told him to leave them.  He then said here are your parts and he walked out.  
   I complained to multiple people at Sears and got a new date 10 days later since "I rescheduled".  No apologies -- just sorry I was upset -- they said I questioned their tech so his manager told him to leave.   I should be able to ask a question and he walked out on his own BEFORE calling manager.  Manager should have called me to apologize and rescheduled immediately.    Call center supervisor would not provide her manager and said to e-mail the corporate office.  I also called the repair company they (and many other big box stores) use -- and managed to move up the date to 7 days out.  Will be throwing out about $1,000 of meat.  May get $200 for lost food -- IF they pay even that -- doubt i t.
   Had similarly bad experience when same refrigerator needed service last year.
   Previously had awful service when an air conditioner was installed -- extremely sloppy work.
   Bet I could buy a new appliance and have it installed in one day - but service it, forget it!

Dear Mr. Smith,
I feel as if I was very misinformed about your MPA program for the first five years.  I was told by Joe who spent 3 hours in my home on friday along with Mike Vassallo that the first five years of the service contract was free.  I don't know why I would have put it in my notes like that unless it was conveyed to me that is what part of the deal was.  I want you to know that Mike had not been there yet as he showed up later because he got lost.  However, I don't think it was very professional of Joe to tell me this information and have me sign all these documents that never conveyed my electronic signature on to.  You can see them in the 10 pages I have attached with this email.  When I went to call Joe I said "Joe I am reading the fine print and it says I have to pay $669.00 for the first five years for this MPA  service.  He then told me my dad always told me something Mike just read the big print and never read the small print. Listen I'm with a customer can I get back to you."
That complete conversation and the fact that he did not tell me up front that the MPA cost ME $669.00 has made me put this whole deal on hold if not indefinitely.  I think that is a poor salesmen and a shady guy for me to spend almost $6,000.00 with.
Unless you can somehow rectify this matter it is not in my best interest to do business with Sears and I will write to the BBB.org, and Angie's List.
Please help rectify this because I don't want to give Sears a bad name.
FURNACE ISSUE:
Alysia,
I am so sorry to plague you with this never ending episode.  We should be writers for a soap opera on television.  Once again Joe strikes.  I can't believe it now.  I kept asking him over and over about the furnace and he said "Mike don't worry about the Furnace, does it work? I said yes very well in the winter and my bills aren't that over the top from the Gas company. So he says then lets just worry about the ac."   Now the nice guy who came to measure today tells me I have a constant pilot light that runs and prob costs me $15.00/mo just to run the pilot.  He said that my furnace is prob as old as the ac unit and it would be so much easier to replace all at once.  He also felt that the blower on the furnace that blows the Hot and Cold air was probably inefficient  and thats why I was not getting the proper force of air ventilating  through the condo.  
That was my concern that furnace is going to die in the middle of winter or something.  I even told Joe that I had to relight the pilot light every year because after not using the heat all winter it would go out and still be letting natural gas into the air for me to pay for like the man today described.
But, I figured that I should listen to Joe who said my furnace looked good and not to worry about it because he was the specialist.  
I would have considered getting both done at the same time should he have notified me of same issues I described above.  
Does he go to old lady's houses and tell them the same thing just to make a sale. Old people who are venerable and he takes advantage of them?  This is something you would see on Ch 30 on their "Trouble shooter investigations".  I may have to make mention of this on Angie's list and the BBB.org because I don't want anyones else to fall victim to all this.  Should you somehow recover my service once again I may change my mind about it.
I hate to make threats to contact other websites but it is only on the behalf of making whats not right , right!
You guys make what wasn't right, right on the A/C. I hope you can on the furnace portion as well.  I have already gotten a quote from an HVAC guy in the winter on what it would cost me to replace my furnace.  He was outside my neighbors house replacing his.  It was relatively inexpensive in comparison to the A/C.
As you can see in my original pdf that I sent to Mike Harder on page 3 I take good notes and we even discussed a heat pump but that won't work where we live.  So you can see that he did not really push the issue about the furnace.  Why would I write it down if it was not discussed?
I look forward to speaking with Mr. Smith
P.S. I have marked on the pdf where there are discrepancies.

It didn't go to bad, but it could be better.  Sometimes it is very hard to reach the person you wish to speak with.  They do not have a good phone system when you call.  Sometimes it takes 15-20 minutes to get to talk to someone.  The phone system is very bad, but the service they provide is good.  Their professionalism is excellent.  The people who came were very nice.  They knew what they were talking about.  I would use them in the future, because they have good quality products. 

I was assured tha to lay master techs would be in my home. On the day of install the workers arrived at 6am instead of the scheduled 9a. They brought with them the son of the company owner and apprentice as well as two other techs that told me they were not master techs. The head of the team never spoke to me and never talked to me about the job once completed. Another worker walked me through the basics on how to use my system. When the inspector came out to inspect the system there is pipes running too parallel that need to be sloped. It has been 6 months and I still haven't been able to get sears to call me back to fix this so that I can get my inspection redone. I am not comfortable at all with the job done. I bought the lifetime warranty and I am worried at the lack of responsiveness that there will be a problem with that as well. I have spent a fortune and am not happy at all with the service provided

We needed a new AC and contacted 3 contractors to quote the work.  Sears was second to visit and sent a high pressure salesman.  He basically offered a price that was only good if we signed that night.  He did say that we had 3 days to cancel.  They were expensive, but they were touting their quality.  Knowing we had a couple days to change our minds we agreed to do the work.  We did not opt to spend an additional $1000 for the extended warranty because we were already spending upwards of 7K just for a Kenmore AC!  Little did we know that if we didn't service the AC once a year the warranty was void.  We had trouble with the AC 2 summers later and found out that the coolant had leaked out slowly due to faulty install (thanks Sears subcontractors!).  The warranty only covered installation for 12 months and we hadn't serviced the year before so we had a $1000 repair bill for a unit we were pressured to overpay for to begin with.   DO NOT DEAL WITH SEARS AND THEIR HIGH PRESSURE SALESMEN!! 

Two men arrived on time and after a review of the services to be performed they began to setup. They made sure all the doorway edges were protected from dragging the hoses through. They started appropriately in the furthest rooms and worked back to the entrance so as not to walk across the cleaned areas. It is a simple thing but a lot of "cleaners" forget this. All reasonably sized furniture was moved, cleaned under and placed back in position on styrofoam blocks. The Styrofoam blocks are another plus for Sears over teh competition since it raises the furniture and allows air flow under skirted coaches. Other vendors simply use a piece of plastic sheet about 2"x2" and the furniture sinks back into the carpet. After cleaing the upstairs rooms they procceeded to the downstairs to clean the are rugs. The entire time they where not standing on the rugs themselves they were standing on towels to ensure the steam, dmapness or chemicals would not mar the hardwoods they were standing on.

I am very unhappy with them and I will never use them again.The sales are great, they are dependable, the financing options are great, and the product is good.  They act like they are doing you a favor to purchase their product. They make you wait and give you a 4 hour window. They contract their installation laborers. Since I had to two different services, they said they only do one in the morning and one in the evening so they were going to have me wait from 8 to noon on one thing and 2 to 6 on the other. They did not come when they said they were going to and they did not even call to tell me they weren't coming. Do not go there, you can get the product elsewhere. I canceled my entire order with them.