Sears Home Services

DON'T DO IT, I waited 4 hours today for repair man to show up, and they never did. Took me half hour to find a phone number to call for a human to pick up (all AI - useless), I had to hit the option "buy warrenty" to get a human, I spoke to 10 different people, they told me that my appointment was moved to Aug 6th, without my approval or consent. They were supposed to call or text me but they never did. I took off from work, and wasted 4 hours this am. I wanted to speak to their manager , they put me on hold for 1 hour : 32 minutes, then my call was re-routed to the options menu, they never intended to pick up my call. what a waste of my time. Buyers remorse. Please save yourself and go with a local Appliance repair company , these appliances are not that complicated. Found out my tech ordered new parts to be delivered to my house, they came from AMAZON -and are chinese. That is why they only warrenty the parts for 30 days, bc they know there is high likelihood for them to go ba

I made the appointment but then cancelled it. I was charged $100 for the appointment but cannot get a refund after 10 phone calls. I just get a run around. I have cancelled my subscription. It is a scam.

If I could choose zero stars, I would. Sears sent a technician to investigate a squeaking sound during the spin cycle of my washing machine. Service person spent much of the time on the phone and even had me hold the machine up while he inspected it. Finally, he said he thought it might be the motor but wasn't sure. He offered me the opportunity to pay $689. By then, I had a strong feeling Sears was not the company they used to be so I was eager to get him out of my house. Honestly, he made me feel uncomfortable. He reassembled my washing machine, charged me $129 and left. Two days later, I want to use my working (but squeaky) washing machine and the computer isn't working. It won't start and flashes to "Call Technician for Repair". Josh, the Sears, doesn't know how to reassemble a washing machine. I called Sears and they offered to charge me another $129 for a visit to fix what Josh broke. ***Do not work with Sears. They are a floundering organization and demonstrate no interest in customer service. Their service techs are incompetent and the company assumes no responsibility for their work AND damage their techs do.***

I have found that Sears Home Warranty lies and is untruthful. My initial appointment had them ordering parts and scheduling a service for 5/14. However, the appointment was pushed to 5/20 to allow the last part to arrive. On 5/20, the tech said it was a two-person job and the second tech called out that day, so I had to reschedule. This was a manpower issue since all parts were delivered, confirmed by a visual inspection on 5/20 by the tech. I rescheduled for 5/23, and it was confirmed in their system. However, I didn't receive emails or texts like I did for the previous two appointments. On 5/23, I spoke with an agent through chat who said my appointment was not initiated because parts were still on order. Despite having visual confirmation and an appointment window on their site showing parts were ordered and delivered on 5/14 for the rescheduled 5/20 appointment, now they claimed parts were still pending for 5/23 and that’s why they didn’t schedule the crew today. So why was the crew scheduled for the 5/20 appointment Additionally, I kept the appointment status on my screen, refreshing it regularly to monitor the package deliveries as they came in. I checked it yesterday and today (5/23), and it showed my appointment for today with all parts delivered. However, sometime between 8am and 9am, it changed to show parts on order again. Despite this, the chat agent confirmed the parts were delivered but still claimed today's appointment wasn’t initiated due to pending parts delivery. This contradiction further highlights their dishonesty. The chat agent avoided answering how the previous appointment was initiated if parts were not delivered, and yet they scheduled another appointment for tomorrow night, claiming parts had been delivered. This inconsistency shows they are lying and misleading. It appears they rely on people not inquiring too deeply. I strongly advise against doing business with these scammers. Recommendations for Future Customers Based on my experience with Sears Home Warranty, here are some recommendations to consider: 1. Keep Detailed Records: Document every interaction, appointment, and status update. Take screenshots of appointment confirmations, parts deliveries, and any changes in status. 2. Verify Information: Regularly check and refresh the status of your appointments and parts deliveries on their website. If there are any discrepancies, document them immediately. 3. Follow Up Diligently: If your appointment is rescheduled or canceled, follow up immediately to understand the reasons. Verify if it is due to manpower or parts delivery issues. 4. Ask for Clarifications: When speaking with customer service agents, ask for specific details and clarifications. If their answers are vague or contradictory, escalate the issue. 5. Escalate Issues: If you encounter inconsistencies or untruthful information, request to speak with a supervisor or escalate the matter to higher management. 6. Consider Alternative Providers: Given the dishonest practices and poor service, consider looking for alternative home warranty providers with better customer reviews and more transparent processes. 7. Share Your Experience: Inform others about your experience to help them make informed decisions. Leave detailed reviews on consumer websites and forums to increase awareness of the issues you faced. These steps can help you navigate the service more effectively and hold the company accountable for their actions.

Fair at best. When scheduling the initial visit I took the time to enter the model/serial number as the intake form asked for so the technician would have common parts available. I learned they do not keep any parts in stock and have to order them so each project will automatically take 2 visits. The window of arrival is 8am-5pm with no day of shorter window and you’re at the mercy of tracking via a non accurate site. After 5hrs of waiting in the second visit they called to cancel. Today a different tech came to i stall the new part and Didnt seem to really know what the issue was so there doesn’t seem to be great communication between techs which is frustrating. It’s near impossible to get anyone from customer service outside of an email and then a very generic, non helpful call back basically just saying something along the lines of “sorry you’re frustrated “ and doing little beyond that. Would not rehire.

Scheduled an appointment with Sears Home Repairs, after having received stellar service with Sears Garage Repair. What a disappointment Sears Home Repair has been! I booked a dryer repair appointment online, provided the model number, error code and meaning, required replacement part. When the crew arrived, they did not have the part in their truck, so had to order it and reschedule for a week later. I received several text and email confirmations for the second appointment, but no one ever showed up. Impossible to get a person on the phone to reschedule, only automated systems. Scheduling windows are terrible too. Need to pick a day, and they will text you when they are on the way, could be anytime between 8am and 5pm, so better be ready to spend the entire day at home.

A guy showed up last week to look at my washer. Of course, he doesn't have the part, but charges me upfront to order parts, and promises to come back in a few days. The day prior to the visit, I'm getting calls from their auto attendant stating if I don't call to confirm my appointment, they're not coming. I spent about 90 minutes yesterday and today battling with their auto attendant to confirm, but no matter which path you go down, you never actually get an option to confirm. So I started dialing into whatever I could find to get an actual person. I got hung up on by two different people. I asked to speak to a supervisor, got put on hold for 20 minutes before I had to disconnect (I do have a job of my own....) Finally someone says that my appointment is confirmed, but they're not coming out today like I was promised...... because I didn't call to confirm earlier ...... What an absolute waste of time this organization is.

Terrible the worst experience by far on the first visit the I explained the problem the technician diagnosed the problem as needing a belt and three pullies so he ordered them , a week later the parts arrived and he installed the parts and tested it and said that I may need a new transmission I asked him how could he tell and he replied my the sound and feel , so I use it the following week and the mower has no reverse so I call for service again and this time he asked what the problem was which was no reverse and he mentioned that he made me aware of this on his last visit , so he diagnoses the tractor and says that I do not need a new transmission ( ($1200.00 ) I need some sort of mounting bracket ( $125.00) that support the transmission box so I ask him why is it with each visit I get a different diagnosis and now I wanted to take the tractor out of my garage and move to the shed but it does not go forward he must have disengaged something for this to happen , there chat lines are useless and when you call you get a service from off shores who are difficult to understand and there parent company TRANSFORMA BRANDS in Hoffman Estates , IL are of no help and claim no affiliation to Sears Home Service but did provide the same 800 number which is all automated , my parts are on back order they were suppose to arrive 10-04-22 and with the supply chain issues who knows when it will arrive , I could not endorse this company

It was the WORST experience I've had with a service provider. My refrigerator broke down, and when I called Sears, they said they would send someone on Saturday afternoon and that's why I signed up for a service plan. They never showed up until 5 pm, and after making SEVERAL calls, literally begging him, I had a technician show up around 7pm. He ordered for a part that would take a week to arrive, so he scheduled for the following Saturday, and I got an email confirming that. However, the next Saturday, nobody showed up. When I called multiple times, found out that they never assigned a technician to the appointment. I have realized that at Sears, the Service Request call taker, Dispatcher and the Service Engineer teams are all disconnected. There is no clear coordination or alignment in their respective schedules. I got system updates constantly saying my appointments are scheduled, and I should expect the technician. So they are all in disarray, misaligned and disconnected from each other. I scheduled a GE appointment online on the same Saturday night (when Sears did not show up), had a technician show up early afternoon on following Monday, who had the part available and FIXED the refrigerator. I am currently trying to return the part Sears ordered and had delivered to my home. We wasted a lot of resources: threw away food, spent time calling and talking to Sears and just waiting at home for them to show up. BAD SERVICE, strongly recommend against signing up with Sears.

...

.

charged for door repair but not fixed

We made the appointment online, which allowed us to choose our repair window.  Sears confirmed the appointment and sent text messages to let us know when the repairman was near.  He arrived on time, was very professional, and didn't criticize us for being stupid enough to run cat food through our machine.  He cleaned out the lines, replaced the pump, and left the machine and the room clean.  We were pleasantly surprised at the price.

unknown

Scheduled  in home estimate.  A few days later, call center called to reschedule.  Fine.
Sears employee showed up.  Began by saying, "Sears simply pays me to give you an estimate."  Fine.
Then he proceeded to use every hard sell tactic in the book for two hours.  
When I refused to sign then and there, he told me that I was inconveniencing his future customers because he'd have to come back.
But the bottom line is that he quoted me $5300 for materials and installation of Wilson Art HD laminate in my small galley kitchen. At Menards, the materials cost $650.  Lowes sold me the laminate and installed it for $1700.

The tech arrived on 1/2/13 and had an attitude right away because my snow blower was in the back yard by the shed. I had him meet me out back and immediately he accused me of not putting oil in it. I told him I had put oil in it on the 12/23 and he said there was no oil in it. I said that couldn't be possible because I opened a bottle of oil on 12/23. He made me go in and get it and I showed it to him. He then said I was still lying even though there was oil all over the bottle.  
Then he said he needed the snow blower out in the driveway by his truck with a power source. I had to think for a minute because I do not have outlets on the front of the house and then realized I might be able to use on in the garage.  Once out front, he again accuses me of not putting oil in it (which I had and had evidence of) and then accuses me of not putting gas in there - which there clearly was a FULL tank of gas. Then he started asking where I got the gas. I told him I got it at a BP station the week of 12/17 and that it was unleaded. Again he was saying there was not a lot of gas in there. Then he made the assumption that it was not drained at the end of the season last year which I also instructed him was false.  
Next, he plugged the snow blower in and tried to start it with the electric start and it did not start. He became irritated and said he would have to take it and the carburetor apart but was going to sit in his truck for a few minutes. When he finally came back out of his truck, he tipped the blower over and it started to leak gas. He took the back cover off and the cup off the carburetor and wiped it off. Then he put it back on and re-started the blower and it started. Then he said again it was never drained. I said it was drained after most of the gas was burned off and he said that the carburetor has to be taken apart and cleaned off every year because the ethanol in the gas corrodes the carburetor due to the heat in the summer. T
his entire scenario is unacceptable. For one, the tech was rude and accusatory for the entire visit and had not an ounce of customer service training. Second, if this "problem" with the gas is true, why does the manual not state that and why is it not mentioned in the details before someone makes the decision to buy one of these blowers? I did not buy this blower with the intent to take the carburetor apart every year - the ad, manual and Sears was misleading on this. Overall in the past 3 years I have spent over $5K with Sears on appliances and lawn and garden mowers/trimmers/blowers etc... and this was my first maintenance/repair visit. I am very disappointed at the rude tech and feel if a male were around the tech would not have been such a jerk and inappropriate. This is not the type of service I would expect after paying what I have for the appliances and such I have purchased from Sears nor do I find it acceptable treatement of female customers.In addition, I am very concerned about this issue with the Snow Blower -  we were misled about the "required maintenance" and the problems with gas and the carburetor. To top everything off, I have no receipt or documentation evidencing the service at all. This too, was too much to ask of the tech.
I e-mailed customer service right away, and got the generic "we're sorry". I responded and asked what was going to be done because this was clearly unacceptable and a supervisor e-mailed back a few days later about a $25 gift card.
At the end of the day, a $25 gift card is a slap in the face after what happened here - I'm stuck with a product and a service contract I was misled on and worried that the same issue will happen this year and that I can't call Sears because I could get this same jerk again. So, more money out of my pocket if anything happens.
I still have no answers yet as to whether or not this "repairman's" claims were true or not - I don't believe so, but the least Sears could do is address them. It's false advertising.
Bottom line, I'm done buying anything from Sears and really regret getting as much from Sears as I have (Washer, Dryer, air cleaners, vacuum cleaner, steamer, lawn mower, snow blower, hedge trimmer, line trimmer, leaf blower etc...). Pretty crappy treatment and assistance/resolution for customers that purchase significant amount of products from them (all in 2011 might I add).

Over three service calls I have invested $365 to get my ice maker fixed and they broke something on the first and third calls. Now I need to call in a licensed plumber to fix their most recent damage. On the first service call the technician not only did not find the base problem, he broke a part. On the second service call, the technician told me I had a bad valve and ordered the part he said I needed. On the third service call, the technician installed the replacement valve, caused damage to the water supply at the shut off on my wall and told me he would report it and have a licensed plumber call to setup an appointment for the needed repair. After four days and no call, I called Sears Home Services and was told that they knew nothing about the technicians promise, that they don't provide plumbing services and that I would have to call my own plumber to repair the damage. I won't know if the ice maker now works until I can get a plumber out to my home.

ed

Both repairs were done the same day.  The repairmen were very courteous and knowledgeable.  They came at separate times and were very quick to do the repairs.  I had asked that they bring the exact parts and gave the phone rep the model numbers on the units.  The repairmen had everything they needed on the truck.  Have used Sears Home Services for appliance repairs before and after this experience I will definately use them again.

Repairman came on rainy day on time.  We had one garge door opener that would not work and I bought another universal opener that refused to be programmed.  Also, the keypad on outside refused to be reporgammed.  He came on time, was able to reporgram everything and even fixed a part of the garage door that was installed improperly by the previous owners (who messed up a lot of things in the house).  He did quite a bit of extra work at no charge.  The old remote did not work at all so I had to buy a new one from him but it was same price if I had gone to Sears store and bought it.  He got both of them to work and the keypade too.  The repairman was excellent!

Since I purchased all of our appliances from Sears at one time for a major kitchen and laundry room remodel, I am have dealt with them quite a bit over the last year and a half. I have had to call them back numerous times to fix things that were not installed properly or have broken. Each time they come I am waiting at home in my 4 hour window that they give you. From what the operators tell me, they are not set up to call you to give you a better indication of when they will arrive, so you are stuck with the half day window. The most recent and consistent problem has been with my Kemore Pro Refrigerator. In the year and a half that it has been installed in my kitchen, the ice maker has needed to have been replaced three times. At the repair appointment for the seconde ice maker, the repair man sold me the extended warranty program, saying that for $252, it would pay for itself since it would cover all repairs under $500 (which has been the price each time to replace the ice maker), and if it couldn't be fixed, would replace the appliance. What he didn't say was that they would replace the appliance up to $500. This fridge was $6,183. He said he'd order the new ice maker, and made an appointment to come back a few days later to put it in. Whenever you have an appointment with Sears, they have an automated caller call you, and tell you to call them back to confirm. Even if you answer the phone, the robot wants you to call them back, you wait on hold, then talk to someone after several minutes. Even after I got the live person, I would get one or two calls more saying to call them back. They kept canceling appointments, and I was informed that they had no idea when the ice maker would come in. A month later, we are still waiting. Calls to Sears have resulted only in "we have no idea when your ice maker will be fixed" from their customer service reps. I even received calls from their robo caller to call them back to set up an appointment when I can't- because they don't have the ice maker. I received robo calls saying "You need to call us to cancel your appointment". Wouldn't you think that if they are disappointing you, they could at least have a human do it? This is just the tip of the iceberg when it comes to the inept customer service we have received from Sears over the past year and a half, and this only applies to the fridge and ice maker. Sears is consistent in that they have consistantly enraged and disappointed us. I cannot say enough, to everyone I come across, that Sears should be the last company to purchase anything from, and the last company to call for service. They are so large, that if you are able to talk to a human, they will not be able to assist you; will not be able to change anything; will not be able to resolve your problems. I have been hung up on. I have waited home half a day only to have the repair man never show. I have waited for an appliance to be installed only to hear from the repair man that he didn't have everything that he needed to get it up an running. Sears has mastered the art of having their  customer service reps in India (that you eventually make your way to through their automated system) say things like "Oh, I'm sorry, that must be very frustrating", and "I can understand your disappointment", but while they are trying to appear empathetic, they should work on their actual customer service. They should work on someone to talk to who can get you results. Sears is failing- they have floundered as a company, and I am sure that all of their managers are wondering why. Why don't they pay attention to their customers?

.

It took sears over two weeks to order a part and wait for a second appointment to put in the part for my dryer.   I talked to three people who said the part was ordered and be at my house.  The part was not ordered.  So, they had to order again.     I will never use Sears in the future.   This was the worst experience I have ever had with a repair service.   I have to take another day off to deal with this issue.   I can see why Sears is loosing their customer base.  Bad Bad Service.

The appointment was to repair a 15 year old Kenmore dryer that would not heat, and they also sold me over the phone on doing preventative maintenance on my washer. They showed up on time and did fix the dryer, but failed to reconnect the vent hose, so now all the hot steamy air stays in my house instead of going outside. They didn't do the preventative maintenance on the washer and my daughter, who was the only person home, didn't know to ask about that. I then spent 3 weeks in a nightmare with their automated voice mail system, talking to different people. Apparently Sears doesn't keep very good records of customer contact! Finally got an appointment for today and hired my niece to wait for them. Never showed up. When I called they said the appointment had been cancelled that day, which is absurd. Could not tell me who or when the appointment was allegedly cancelled. Spent better part of two hours on the phone (twice was put on indefinite hold while waiting for a manager) and on their on line "chat" service. The chat service guy hung up on me. WORST CUSTOMER SERVICE EVER--DO NOT USE!  Tonight I found a local guy on Angie's List, and hopefully he will solve my problem.

He actually didn't do anything.  I thought the dishwasher wasn't draining properly.  It turned out that it was draining properly but it was getting water from the disposal into it.  He fixed the problem without actually doing any work.  The repairman was excellent.  I have been quite lucky as a homeowner for 6 weeks.  He was one of the two people that I had come out and both were fantastic.  He showed me exactly what the problem was under the sink and why the problem was happening.  He explained to me what I could do to fix it.  It wasn't a problem with the dishwasher so he couldn't fix it.  It was a plumbing problem, but he explained to me how I could fix it myself.  Sears was the actual contractor that came out, but their scheduling was not that great.  They got in touch with me once I scheduled the appointment through the home warranty service.  I scheduled the appointment and they didn't make it the first time.  They called me at the end of the window to say the guy was going to come out.  I was in the middle of a meeting and I had to ask them to call back.  Instead of calling back they just rescheduled and they rescheduled it for a time that I couldn't do.  I had to call them again and reschedule again.  That kind of scheduling was a bit of a pain to navigate.  Once the guy actually came, he was great.  He was extremely knowledgeable about his subject and pointed everything out.  He gave me a lot of very helpful tips.  There had been some standing water in there and he told me to run some vinegar through there.  He was really helpful.  His tip was to run the disposal regularly to keep the water from going into the dishwasher.  If you have standing water in your dishwasher and it smells bad, vinegar is great.  He just ran the dishwasher with vinegar in it and it took care of everything.  It smelled like vinegar for the next 5 hours and then it was gone.  It was awesome.  The $60.00 I paid was a deductible from the home warranty service so it was not applicable for Sears.  The guy came in the window, but they missed the first visit.  The guy that came was very professional. 

My Kemore washer needed a new switch to make the spin cycle run properly again. The technician arrived on time and was courteous. He was knowledgeable about my problem. He repaired the spin cycle and the washer ran as before. When I called Sears Home Services to make my appointment they advised I was out of warranty for the washer. They said I could purchase a one year warranty for $214.99 which would include my service visit and any parts the washing machine would require. I had to provide my credit card which would be charged over the phone for the $214.99. Should the service visit and parts exceed $214.99 my warranty would cover the excess charge for parts. Sears Home Services went on to say if the service visit and parts were less than $214.99 I could cancel the warranty over the phone. When the job was completed I had to ask the technician for a receipt. He was ready to leave the home without providing me one! The total charge was $214.53 which was .46 cents below the $214.99 threshold. The technican had been there 30 minutes and charged me $161.00 for labor and $53.53 for the part. I don't know of anyone who gets paid $161.00 for 30 minutes of work. I called Sears Home Services to complain the labor on my receipt was excessive. I told them the labor charge was intentionally high so I would not cancel the warranty. Sears Home Services said they do not charge $161.00 for labor and transferred my call around until I was disconnected. I would never use Sears Home Services again!