Sears Home Services

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By 2:30pm on 2/21 no one had called or emailed so I called to confirm and was told again it was still going to happen. By 4:55pm no one had arrived so I called again and was told it was now scheduled for 2/23 between 1-5pm and that I was called to confirm this. I did not received any calls to confirm this. I called back again to speak to a supervisor and complain, but I was stalled for about 10-15 minutes until my call was disconnected. Between their auto service and home service departments, I hope I never have the need or inclination to use Sears again.

Have worked with Sears before without issue, this was particularly frustrating and to add more fuel to the fire, the service guy who came from another company repaired the machine for $12 less than Sears' trip charge..

This was by far one of the most aggravating and unacceptable customer experiences we have ever had. We had used Sears Home Services a couple months prior for a dryer repair. They gave us a timeframe of 1 - 5 p.m. and showed up at 5:30. It was over $100 just for them to walk in the door...and then the cost of parts once the problem was diagnosed. So, when they again gave us the 1-5 p.m. timeframe again, we weren't surprised when the clock hit 5:15 and they hadn't showed up...even though I had to take the day off from work. At 5:30, we called. They informed us the order had been canceled, although we did not cancel it and no one called or emailed a cancellation confirmation to us. We informed them that work had been missed and that we had company coming in less than 3 days, and they said they could come out in another couple days at the same timeframe. We asked if they could put us at the very end of the schedule, so that I would only have to leave work early; and they said no. We asked to speak with a supervisor, and we were told that they would "give him the message" and that he'd call back within a couple hours. We did, but we never received a response. Since then, I have called and left another message and emailed a complaint...none of which ever received any type of a response. We ended up going to a local mom-and-pop appliance repair, and we couldn't have been more pleased!! Their total cost for labor and repair (which is also guaranteed to last for one year) was less than Sears wanted just to show up. Not only would I highly discourage calling them to repair their products, but I won't be shopping at Sears anytime soon either. It was bad, bad, bad from start to unresolved finish!

A service person was scheduled to perform routine maintenance on my central air conditioner on Saturday June 12, 2010 between 1 and 5 pm. I was told I would receive a call giving me an estimated time of arrival. When I had no appearance or call by 4 pm, I called Sears and was told that I was still scheduled for maintenance and they would call the service person and remind him to call me. I still received no call. I called back after 5 pm and was told that as far as they knew I would still receive service that day and I should continue to wait until 7 pm and if there was a no show to call back Sunday to reschedule. No one showed or called so I called back Sunday as instructed. I was told on Sunday to call Customer Solutions on Monday because no one could access records on Sunday to see what happened. I called Monday and explained what happened. I again received no explanation why I was kept waiting at home with not even the courtesy of a phone call. I was told that I could reschedule for Tuesday. I asked that a service person appear as the first appointment of the day on Tuesday, rather than being given a four-hour window wait time. I was told this was not possible on Tuesday or any other day. I told the Customer Solutions representative that I felt I was owed this small accomodation because of my inconvenience on Saturday, wasting 6 hours of my weekend. I was told no. Bottom line is, they would do nothing to try to right the wrong they had done. Although I have used this service for several years, I will never use it again. I might add that I had to make the appointment by phone rather than on the Sears web site because their drop down menus did not function properly.