Sears Home Services

I am terribly upset with Sears! The gentleman did fix my washer, however caused damages to my home in the process. I have been trying for nonths to get reimbursed for the repairs, and nothing! I was told to get estimates which I did. I had to pay out of my pocket for the repairs, money that I cannot afford. I was told by sears that I would be reimbursed. I have been fighting this battle now for months. If damages were caused by your repair man it is up to your company to fix the situation and it wasn’t. I am paying for a warranty service, the service call, plus the repairs to my home. You don’t back up your work at all. This is poor customer service from your company. A disgrace

This company is a scam. The website makes it seem like repair technicians are readily available, however, our appointment kept getting rescheduled with no explanation. After we finally got a repair person, he had us sign a contract for 400 and said he’d be back on Friday. He never returned. I’ve called Sears 20+ times. Generally speaking you cannot talk to a human. When I finally pressed enough options to get to a person, they told me they’d process a refund but never did. I haven’t been able to talk to a person since, it’s just an automated line that eventually hangs up on you. Now I’m out the money and had to hire someone else to repair

So disappointed after spending 855.98 for a five year Master Protection Agreement with Sears Home Services in 2019. Have only needed to use it recently when LG refrigerator stopped cooling in August. The first available appointment was 2 weeks wait time, the scheduler went over with me what was going on and said repair person would bring a compressor. They didn’t. After they diagnosed a bad compressor then waited 3 weeks for them to come back to install, only to have them cancel the appointment WITH NO NOTICE and no explanation. Now is scheduled for 2.5 weeks from now which will make 2 months without a refrigerator. That wasn’t what I expected when I paid for the “protection plan”.

Tech missed first two appointments then when he showed up carried no replacement parts so no repairs were made but they still bill copay charge of 100 claiming its for the trip which is not outlined in warranty manual, and should be covered warranty which costs 49.99 monthly.

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My daughter has a Kenmore dishwasher in her condo which I purchased, perhaps two to three years ago.  It was not getting the dishes clean, so we called Sears and set up an appointment for a repairman to come on Sept. 13,2013.  We were told that he would be there between 8AM and 12 Noon.   My daughter took a day off from work to be there and I drove over an hour to be with her when he came. She received a recorded call a little before 8 stating that they were on their way and she was the first appointment of the day and they would see her soon.    Time went by and no repairman.   We called several times to make sure we had the correct date and time and we were assured that it was correct.  We were told at least four times that they would be there at the agreed upon time.  At a quarter to twelve, my daughter called Sears again and was put in touch with a man named "Paul" who told her that the repairman called in sick this morning and then another called in sick, so they were not coming at all!   She was furious as was I.    I realize that people get sick and I also know that people can also be slackers.   If these two repairmen called in sick I doubt very much that they called in at a quarter to twelve.  They obviously called in sick in the morning..   I called Sears myself and asked to speak to a supervisor to ask why we were not notified that they were not coming.   Did they expect to have us sit there like two pieces of stone waiting for repairmen who were not going to come.  My anger is that Sears did not have the decency to call and let us know that the repairman called in sick and he was not coming;  That is common courtesy and customer service.  If my daughter had not called, we would still be sitting there.   When I spoke with one of the supervisors and asked if there was another serviceman available to come sometime today I was told NO and nothing was available next week either.   I told him forget it.  I was going to write a review on Angie's List about their horrible customer service and chose someone who is responsible.  This Paul was also very rude to my daughter.  I will never buy anything ever again from Sears, no matter how much they are recommended and I will also never purchase anything in their store.  I might add, that when I purchased that dishwasher , I also bought a stove, two refrigerators and a range and wall oven.j   I am furious at myself.    Never again!!!

It was an Angie's List Big Deal that I purchased. The garage door was loud before and it is loud now so I wasn't overly impressed with it. They did what they said they were going to do but I expected different results. For the cost I don't know if they actually did anything to alleviate my problem. They were here for 15 minutes and it was $200. I probably wouldn't do it again. They had a can of WD40 and I asked him why it was so loud. He said it was probably up in the blocks and that wasn't something they get into on something like this. I felt like I wasted the money because I expected it to be a lot quieter and it wasn't. I wasn't happy with it. They were supposed to be here in the morning and they didn't come until the afternoon.

I have had 3 service visits on the same refrigerator over a month and it still isn't working.  The first guy said I needed a part that he didn't have and ordered it.  I paid for the part and waited a few days for the part to arrive.  It then took Sears 10 days to get a different service tech to come install the part.  He showed up and told me he couldn't install the part because the fridge was frozen up and he couldn't see how the first guy was able to diagnose the problem as he couldn't get the panel off to see the supposedly broken part because it was frozen.  He told me to unplug it and he did come back later to install the part once it defrosted and the panel could be removed.  He replaced the part and left.  Unfortunately, the fridge never got cold enough.  I called again and scheduled the third appointment.  This time, another technician said there were more things wrong with the fridge that the first and second guys missed.  Long story short, I paid $328.18 to fix a fridge but it wasn't fixed.  It would take another amount and another $300 to fix it so it just isn't worth it.  Had the first or second guys correctly diagnosed the problem I wouldn't have attempted the repair but just replaced the fridge.  But that is only half of the problem.  Sears warrants their repairs so I though I could get my money back. Ha!  Not a chance.  I have spent hours trying to get in touch with them to do so with no success.  I have been placed on hold for more than 30 minutes, transferred to multiple people when I did get through, and finally told that they would contact me within 24 hours to resolve the problem. That was almost a week ago and no call from Sears.  I tried to send 2 emails to their "customer service" link on there website and both bounced back because their mailbox is full. I guess I should have expected that as it is virtually impossible to get them on the phone. Final insult was when I sat through the ridiculous phone system (press 1 for this and 2 for that and none of the categories is "customer service") and finally reached someone who couldn't resolve my problem but did admit that she wasn't allowed to give me a direct dial number to customer service.  Lesson learned.  Sears has no interest in allowing you to contact customer service.  Take your repair business elsewhere!

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We got an extended warranty from Sears and our 1 year old dishwasher broke. We called and made an appointment for a Saturday. We changed our travel plans to wait for them. We got an e-mail  3 days after making the appointment (not a phone call) "confirming" our appointmet for the next Monday! We called 1-800-4MYHOME and after an hour, 2 supervisors and a lot of muzak....we were told they couldn't move our appointment back because there were no slots. I paid over $300 for a 5 year service plan. However, it really is a non-service plan.
They offered to refund our service plan money which we will use toward a real repair service.
Go with the independent guys, they have more respect for the customer and more incentive to do a good job.

A really wonderful experience. While making an appointment, we were offered a service warranty which ended up saving us the cost of the repair and the needed parts. In other words, the offer of the service agreement saved us quite a bit of money. In addition, the dishwasher stopped working properly a few days before Thanksgiving, before we were about to have about 20 people over for dinner. Sears was great in sending someone over the day before Thanksgiving, and the serviceman was able to fix the dishwasher in about an hour! Wonderful!

The service charges are all covered under warranty.  They send out three different people for the three gadgets.  Each one had a little repair to be done.  The stove was running a little hot and they calibrated it, so that it would not run hot any more.  The washing machine when it spins really fast it walks meaning that it would move so they had to figure out why it does that and the dryer was taking a long time to dry the clothes.  So when they opened it up they discovered that there was probably a whole bunch of drylin in the pipe.  Overall my experience with them was just average.  I will continue to use them in the future.

Sears was contracted to repair our leaky dishwasher through our home warranty company. After 2 months of waiting for parts, their "repairman" finally arrived to fix our dishwasher. Two days after he left it started leaking again. We called Sears and they sent back a different "repairman" who tried to tell us a small piece of paper was causing the problem. Before he even left, the dishwasher was leaking again. His response was that we had to contact our home warranty company. After contacting the warranty company, the same Sears "repairman" showed up again. Once again he declared the dishwasher repaired. Once again, two days later it was leaking again.
This will be our last experience using or buying from Sears.

The technicians were professional and did their job.  The process that Sears has set up with the call center is horrendous.  Some of the individuals I spoke to (and I spoke to many) were rude and didn't listen to what was being said. 

We signed up for Sears $129 plan about a year ago.  Under this plan, they are supposed to send a qualified technician for a flat labor rate plus the cost of parts. We had a problem with our Electrolux washer not spinning on certain cycles. It is a front load washer. When the 1st technician came out to perform service, his 1st question to my wife was “how do you open the door? ”  He then said Sears never trains them on these "new" machines. this should have been a tipoff, but since he was there we allowed him to continue.   he ran a diagnostic test on the machine, and displayed an error code. He called the error code into his technician manager. Although the problem with the washer is that it will not spin on 2 of the 5 cycles, my wife could overhear him telling the tech manager that she puts towels in the delicate cycle and this must be the problem. She told him on several occasions that she never did this, but he continued to relate the wrong message to the tech manager. Finally, my wife got frustrated and yelled into the laundry room that he was not listening. He immediately hung up the phone, stormed into the kitchen and said "if you don't trust me to fix your washer then I'm out of here!"  He left.  After several calls to Sears to complain and tell them that my wife took a day off work for this nonsense, they sent another technician out the next day.  He was much nicer and certainly more professional.  He ordered the necessary part after doing a quick review, and we scheduled a follow-up.  He even told me we would be first on the list so neither my wife or I would miss work.  I am now writing this review after sitting at home waiting 3 hours, and no repairman in sight.

The Sears guys insisted that I pay an extra $50 for deodorizing in addition to the Groupon deal plus the $16.67.  I agreed to sign a waiver saying that I did not care about the smell. but they refused to clean my rug and left without doing anything. The woman on the phone from the main office was very rude and hung up on me after I refused to pay the extra $50. It is clear to me that Sears used the Groupon deal to gouge customers by forcing them to pay for extra services they don't want.

I used Sears Home Services because I had a Living Social coupon. They showed up on time and did a great job.

We call into their call center, and they book our repair through the call center.  They send out the people closest to our place.  My overall experience was horrible.  It takes a minimum of two hours to book an appointment.  Their online system is abominable.  We end up having to call people.  We get different answers from different reps.  We never get the same answer.  In this case, I got a rep who said they don't even fix this.  I had to call back four times.  Finally, I got someone who said that they have a person, but it would take two weeks for them to come out and fix it.  It's awful.  The reason I am using them is because we don't have any major appliance repair shop in the area.  Their booking is the worst.  Once we get the people here, their repair people are competent.  They are on time.  Sometimes, they don't show up and we have to reschedule.  It is really awful.  The other service men except the dishwasher one is excellent.

I paid no fees because I am on an appliance warranty program with them where if you buy their appliances you pay a fee and they come out once a year to check everything; if it breaks they repair it for free. I will use them again in the future.

I need a back door replacement (door and storm door), 3 window replacements on the built in back porch and 4 basement windows replaced with glass block.  I called several companies for estimates and Sears was one of them.  The Sears rep was on time.  He came in and announced right off the bat that he worked 100% commission and that I would have to say yes or no today..because that's how he worked.  I thought to myself that I would decide when I was ready to decide, but I let him go on because I thought I might really like his products/price.  He asked me if I was married, and if I'd ever been married, like as if that has any bearing on how and when I spend money on home repair.  I asked him what bearing that had on our conversation and he stated he just needed to make sure he was talking to the decision maker.  Insulting, belittling, but again, I just overlooked his lack of professionalism because I thought I might like his products/price.  So I let him go on.  Instead of telling me what he had to offer, he kept telling me what I wanted.  Again, poor judgment on his part, but I understood it was just his manner of speaking, so I let him go on, as I knew I would be the one deciding what I want.  I really liked the products he showed me and he convinced me they were better than others, but they also cost about 4-5 times what others were quoting me.  So I started thinking about whether or not it was worth it to go that much higher...whether or not the quality was enough to go that much higher...and figuring how and when to afford that much more.  I thought about doing some now and some later, was getting ready to ask him about the interest rate on a Sears line of credit these days...when he jumped up and said, "Why am I here if you don't have any money to spend!!!  You ought not be shopping if you don't have any money to spend!!!!  Why am I here!!!"  I said, "Yes, why are you here.  Leave.  If you can't be patient enough for your potential customers to figure out what they want and how to pay for it, then you need to leave, so go.  Get out.  There's the door."  He went on to say I had been insulting him from the beginning... I knew that was an absurd justification for his bad behavior, so I asked him for an example of how I insulted him.  He had none.  I mentioned that surely he knew his actions meant I would never be doing business with Sears again, and he said that was right....that I would never buy anything else from Sears, like as if he was proud of that accomplishment--turning away a potential customer forever.
I called Sears to complain.  They offered me $125.00 off of $5000.00 worth of work.  I said that was not nearly enough to make up for the extreme rudeness of that salesman.  They asked if they could send someone else out to give me an estimate with a "deep discount."  Even though I had a severely bad taste in my mouth about Sears and wanted nothing to do with them, I figured they really regretted the bad behavior of that one salesman, so I allowed one more guy to come out and give me an estimate.  He was polite, but only took off 20%.  I will not be going with Sears.  I couldn't believe a company with a long and tried and true reputation like Sears could let something like that happen.  They tried to make it better, but not enough in my eyes to have my business.

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