Sears Home Services

On June 3, 2025, when our AC unit stopped working and was leaking refrigerant, I was scheduled with Sears Home Services through my home warranty company, Cinch. The soonest they could make an appointment was June 11th. I received confirmation on June 10th. On June 11 at 11:05am (after taking off work to wait for the technician), I received a text stating, "Hello, this is Richard, your AI virtual assistant from Sears Home Services. We regret to inform you that, due to unforeseen circumstances, we will not be able to have a technician available today to service your appliance. We sincerely apologize for any inconvenience this may cause. We would like to make this right by rescheduling your appointment at the next available time. Which of the following works best for you? 1) Monday, 6/23, 8am-5pm 2) Wednesday, 6/25, 8am-5pm 3) Thursday, 6/26, 8am-5pm 4) Friday, 6/27, 8am-5pm The soonest was 12 days later. There is no possibility of speaking to an actual person (I spent hours trying). I was finally informed by Cinch that they would put it in as an emergency and call me back the next day. The next day, I got a text that my appointment was June 12th and a technician was on his way. Then the technician called me and very rudely told me he didn't know why he was assigned it and he couldn't do it. He said he would call in (to his boss, I assume). Then he showed up at my house and continued to be extremely rude and condescending. I explained that the refrigerant had leaked out. (You could see the copper pipe where it leaked) He said, "Are you an HVAC specialist?!" He put freon in and said, "There you go. It just needed a couple pounds of freon." I said, "No, it's leaking. Look at it. There is a leak." You could see freon leaking out. He KNEW it was leaking and just didn't want to do the service. He just kept walking away saying, "It just needed a couple pounds of freon. This will last for now." I followed him to his truck saying, "It's still leaking onto the patio!" After he left I tried to call him a few times and left voicemails. I tried to call Sears, but it is all AI. I finally talked to Cinch and was assigned a different company. The freon has leaked all over my brand new concrete patio, staining it terribly. There is oily residue everywhere and there is ice around the leak area. Now in the rain, the dogs having been licking it, even though I keep washing it away, you still see the oil. The technician's name was something like "Obert". I want compensation!

4 months and $500 dollars and they still cannot fix my dryer. The technicians who visited in-house were nice and apologetic about the issues we had, but the customer service, ability to get parts, and dealing with this company is just an all-around nightmare. First technician misdiagnosed the problem and had us pay to order parts for that issue - which were backorderd for a month. ,The second technician said it was just a fuse, not a heating element, but charged $300+ labor to replace a $20 fuse that blew within one drying load after he left. Came back to re-diagnose and had to order an electronic board for another $100. That too was backordered for over a month. Scheduled service to try to get fixed before Xmas, but technician was a no-show. Finally got a technician to come back a 4th time today, replaced the fuse and electronic board, dryer heated briefly, then heat went out within 10 minutes of putting a load in the dryer. Pursuing a refund to buy new dryer. Will NEVER work with this company again or buy another Sears product.

Terrible customer service, and you pay a lot for it. Sept 21: First technician out stated the lock mechanism on my washing machine door needed to be replaced, at a cost of just under $400. I paid half that day, for him to order the part. (Part is available online for <$50) Sept 27: repair scheduled for the next day at 8 am, but the part hadn’t arrived at my house yet. The customer service rep said the part would be delivered the next day. I had to explain to him why this wouldn’t work, and that we needed to reschedule. October 19: work scheduled during 8 am - noon window. I got a call at 12:20 (having taken the day off work) that the technician assigned to my job had called in sick that day and no one was coming. I spoke with the dispatcher, Sargon Harvey, who did not apologize for the late notification, giving me the excuse, “well, we had a lot of emails to get through this morning.” Interestingly, he also says he has no supervisor ar Sears - could not give me a name of anyone else to contact about this lousy service. I understand that these things happen, people run late, etc., but if no one was coming to do the work at all I should have been informed at 8:20, not 12:20. So that’s what $400 gets you from this business.

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I called the 1-800 for Sears appliance repair. I asked the customer service representative how much would it cost to put in a new timer for a Maytag washing machine? I was told by 2 separate customer service representatives that it would cost between $160-$200. I was told the service call was $79 and that I could put the money towards the cost of my repair. I had a 20% coupon and could use it as well. My washer is 19 years old. It has always been in outstanding working condition so spending around $200 for a repair outweighed the cost of getting a new washer. I requested to Sears Home Services to send someone from A&E Appliance Repair preferably the same person that worked on my refrigerator a year ago. The service was set up for 2 days after my call. The technician that they sent was not the same person that I had a year ago which was fabulous. The technician arrived during the 4 hour window of time that was given to me. I had the washer pulled out. He said I needed a timer which I suspected so. I was told the cost would be $421.94 to repair. When I disputed this charge his tone became put off and annoyed. When I asked him to call his supervisor he did and I talked to him. I was told that the 1-800 Sears repair rep should never have quoted me that price and that; "they do this all of the time." I said that I would never have called out a repair person if I knew it would cost this much that I would have put the money towards a new washer and dryer. He apologized and said that there was nothing he could do. I asked for his superior to call me as this seemed like a bait and switch to me as I now owed $84.93 and nothing was done. . I asked if they could discount this amount or discount the service of the washer since the repairman was already out at my home. He said there was nothing he could do. His superior has not contacted me. The service person left his dirty tools/notebook on my clean washer lid, filled the washer with water...knowing that it did not drain.... an now I was expected to put the heavy washer back in its spot... which physically I am not able to do so. I called the customer care department in Atlanta, GA. The agent in charge stated the same. Her tone was also curt and annoyed. She was defensive and combative in tone. The call upset me enough to share that I will never use Sears Home Services or A&E again and would share my experience with Angie's List an my friends. She stated that we do not take threats. Needless to say I will never use this company again and am hesitant to purchase a Maytag for fear if the product was under warranty I would need to use this company. I asked to have the service call refunded as I was misquoted and was told that she could not do so.

It took them a month to come out and they said that a part had to be ordered. It took a month for the part to come in and then another 2 weeks for them to come install it. Very poor customer service on the phone.

The price was too much. I am ashamed even but I was in a difficult place and I’ve had people come in and said they fixed it and when I tried to call them back and say it’s still leaking and they didn’t come and so I said I’m going to get somebody, a company. If it leaks again, I want them to come back and fix it and be responsible without having to go to court and get them. It was just too much. The people were professional but they were kind of aloof. They were doing the job and not so much of being personable. The roof is still leaking and I’m still fighting with them. I would use them again in the future only because they are a nice and really known company. At least I have the big company behind me.

The technician, Jim, was within the time frame Sears told us he would be arriving. He knew immediately what was causing the noise. My husband decided to have him replace the part because Jim explained that it would eventually get worse and then we would have big problems with the door itself. Which of course would be much more expensive. Even so, with labor it was going to be a couple hundred dollars. Jim informed my husband there was a coupon he could get online, which he did not have to do. This saved us about 20% on the final bill. We were very pleased with the service.