Sears Home Services

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?

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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.

See above

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. 

I scheduled an appointment for a 1-5 pm window for the Friday before labor day to diagnose and repair a leaking refrigerator. I got a robocall at 4pm telling me to call Sears service desk. Once I reached the desk I was told that they couldn't staff the job and I needed to reschedule or cancel. The Sears tech was sick all day so they knew this to be an issue way before I spent 3 hours sitting around waiting for them to show. I was treated extremely rude on the phone with the level 1 agent who kept telling me to be quiet so he could repeat the question "do you want to cancel or reschudele, sir?" and it was not "his" fault (despite the fact that he was a sears representative.) He offered me a discount on windows installation services which was weird because all I want is my fridge fixed, not new windows. I said no to that and he started to close the call. I interrupted the script and asked to be transferred to a supervisor. The transfer took 30+ minutes on hold and was disconnected!  I am actually on hold again (call back) as of the writing of this note so cannot write what happened with the suprtvisor. I will update the report accordingly afterwards. I went with Sears because I have done so on many occasions for other household appliances in the past as it is easy to schedule an appointment and they have good coverage in the area...i guess I was wrong on the latter. I am kicking myself for not checking AL for reviews because I would've been prepared for the service hassles I received. I wil ldefinitely be choosing another more highly rated service provider from this list.

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!

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.