Sears Home Services

Washer door latch was broken. Technician didn't have the part and the cost of repair including this estimate was $370. Opted to replace washer but still owed for the diagnosis/estimate which we were sent an email bill. No information on how to pay it though. Called customer service to get number to pay by phone but needed a payment id # which customer service couldn't locate. Tried the online billing but website gives only Sears credit card option. Called customer service multiple times and been on hold way too long. One representative gave me a number that keeps you on hold but never connects to anyone. Next representative I talked with said that was a non-working number. Unacceptable and extremely poor customer service. Finally requested a physical bill be sent.

I personnaly determined using a service manual that the water pump was the problem. I even so much as called Customer Svc 6 days before the Tech showed up and told them my make and model of washer and requested the part be sent with the guy. As predicted, the tech told me the water pump needed replacement, and no, he did'nt carry that part. (This was due to the fact that he was a Frig and Oven specialist, something i found out later.) So with a diagnosis fee and a parts fee intact, he ordered the part and I waited another 8 days for a return visit and a part. ( Which could have been ordered faster and cheaper on various sites.) The repair guy who showed up the last time claimed to have been fixing washers for 25+ years. He got it done, but not without criticizeing our equipment location and use and/or abuse of the washer. I showed him the installation guide and requirements and told him it was delivered and set up by the company I bought it from, to which he basically said 'they don't have to do service calls. What do they know?' Why I didn't do it myself, I don't know. But fool me once, shame on YOU, fool me twice, shame on ME. I will attempt to do stuff on my own, just to keep this company out of my house. Even using the 20% off coupon (found on their website) it still did not come close to a bargain. Time off from work to wait for them in their service "window". Did I mention first repairman came 1/2 hour PAST the 4hr "window" I selected without so much as a call or text or e-mail, all of which I was signed up for so I had real-time notification options. Apologies were not on the agenda from anyone either.

The contractor did a good job on the roof, but the project manager never returned any of my messages, and only contacted me when forced to by my refusal to sign the job completion report (which I did not sign for that reason - to get him to call me). Then, they cancelled the siding portion of the contract without notifying me. I once again had to go through outside channels to get a call from them in order to ascertain the status of the project. I also had a small claim on a broken piece of decking which occurred as a result of the roofing project that I have yet to hear about - and I don't expect I will.

I have maintenance contract with Sears for my home appliances/water heater/etc.  $599 per year.  Took two weeks to get first appt.  Technician was thorough and courteous.  Only bright spot.
It took two weeks to get first appt.  Tech diagnosed and ordered part which is to arrive in 5 days. Next avail apt in 3 weeks!  This is 5 weeks without the appliance that I paid $599 to cover!
Here is what I really consider odd.  I went online to request non-service contract appt - one for which I would be billed. Sears rep says they can come next business day.  From this, looks like Sears will take their time if they already have your money.  If not, they will respond much more rapidly, if this experience is any indicator.