Sears Home Services

After taking an entire day off of work to meet the technician, the technician failed to show up. I called for several updates throughout the day and was assured that they would be there. No one ever showed up. We ended up having to reschedule and I had to take another day off of work. I provided feedback to Sears regarding my experience, but the poor customer service was never addressed. Ultimately, our oven was fixed, but I would not use them again. The repair cost was high and their lack of respect for my time is a complete deal breaker.

Sears Cleaning Services sent two technicians out the same day I called for service in a 1 -5 window. Jonathan and Rodney arrived by 2:30 sooner than I expected considering the last minute request for service. They did an excellent job and left the premises very clean. I will ask for Jonathan and Rodney the next time I need service.

The service man was very professional and the job only took about 20 minutes. We live in a rural area and have always used Sears with great results

After waiting an hour and a half past my service time, the tech show up and completed the job. Very poor communication in the servicing process and the arrival time for the tech

The provider came on time. He worked efficiently and when he left everything was clean. He did try to sell me different products but was very professional.

unknown

Week 1-2: Technician 1 ordered the wrong parts for the fridge. This was only confirmed when another technician came to the house. Week 3-4: Sears was convinced that the parts for the fridge had never shipped to my house, they were convinced it was on back order. So this was the reason they did not need to come to my house. I kept calling Sears to tell them the parts were in my house. I had to re-book my appointment and have Sears come to my house. It was only when the Technician 2 came that they were finally convinced that the parts were in my house. The technician opened the box ,to find out the wrong part was ordered Week 4-5: Technician 3 tries fixing fridge. He promised the fridge would cool after he left. The fridge never cooled. Week 5-6: Technician 3 tries fixing fridge again. Fridge cools for three days then stops working. Week 6-7: Technician 3 tries fixing fridge again. He says fridge is irreparably damaged, that I will get a new fridge due to warranty. Technician 3 leaves house telling me that I will get a call later that same day from Sears. He said Sears will give me details of an equivalent fridge. Week 7-8: (November 16th), I get an automated call from Sears saying that I should be at home from 8-5 p.m.!!!! saying that I requested a senior technician. I call Sears to ask what is going on. They cannot shorten the time, nor even answer why a senior technician is requested for the 17th of November. I was by the operator, that I requested a senior technician. At 4:30 p.m. on the 17th of November, I get a call from a Sears Technician 4 telling me that I requested a senior technician. He is honest with me that he is not a senior technician, and might not be able to handle my request. I told him whatever he does I am leaving the house 5:00 p.m, since I had been stuck at home from 8 – 5 p.m. I asked him for his bosses number, but he said I should call 18004694663, to talk to his boss. I leave the house 5:05 p.m. I call the 1800 number demanding to speak to a manager, but instead I was put on hold for 20 mins. I ended up disconnecting. How do I know who is a junior or a senior technician? Why should I want another technician? This is after dealing with 4 technicians. As of 17th November, I have 4 boxes of wrong parts in my house, a non-working fridge, no scheduled appointment. I have also missed work multiple times because of Sears not doing their job. 18th November, I call Sears again to ask why nobody came to my house yesterday. I was told that a senior technician was not available. I asked to know why I was not informed, and why I needed a senior technician. I could not get a response. I proceeded to book another appointment for the 21st of November. I get an e-mail saying I have to pay $99 diagnostic fee, after Now this is crazy. I have called to cancel the service for 21st of November since I am not paying $99 for something I have already paid $300 for. This is especially when I have had no explanation for what is going on. I later emailed Sears home solutions on the 18th of November, and I have been told my case is being escalated. I was told I would hear back at most in two business days. Today is the 21st of November, I still have not heard anything back. I am now beginning to believe that Sears modus operandi is to collect money for a service, frustrate you to go else where. If by Black Friday all is not resolved. I will just count my losses get a new fridge, and see how I can report this case to Better Business Bureau, Angies list and any other website I know.

Week 1-2: Technician 1 ordered the wrong parts for the fridge. This was only confirmed when another technician came to the house. Week 3-4: Sears was convinced that the parts for the fridge had never shipped to my house, they were convinced it was on back order. So this was the reason they did not need to come to my house. I kept calling Sears to tell them the parts were in my house. I had to re-book my appointment and have Sears come to my house. It was only when the Technician 2 came that they were finally convinced that the parts were in my house. The technician opened the box ,to find out the wrong part was ordered Week 4-5: Technician 3 tries fixing fridge. He promised the fridge would cool after he left. The fridge never cooled. Week 5-6: Technician 3 tries fixing fridge again. Fridge cools for three days then stops working. Week 6-7: Technician 3 tries fixing fridge again. He says fridge is irreparably damaged, that I will get a new fridge due to warranty. Technician 3 leaves house telling me that I will get a call later that same day from Sears. He said Sears will give me details of an equivalent fridge. Week 7-8: (November 16th), I get an automated call from Sears saying that I should be at home from 8-5 p.m.!!!! saying that I requested a senior technician. I call Sears to ask what is going on. They cannot shorten the time, nor even answer why a senior technician is requested for the 17th of November. I was by the operator, that I requested a senior technician. At 4:30 p.m. on the 17th of November, I get a call from a Sears Technician 4 telling me that I requested a senior technician. He is honest with me that he is not a senior technician, and might not be able to handle my request. I told him whatever he does I am leaving the house 5:00 p.m, since I had been stuck at home from 8 ? 5 p.m. I asked him for his bosses number, but he said I should call 18004694663, to talk to his boss. I leave the house 5:05 p.m. I call the 1800 number demanding to speak to a manager, but instead I was put on hold for 20 mins. I ended up disconnecting. How do I know who is a junior or a senior technician? Why should I want another technician? This is after dealing with 4 technicians. As of 17th November, I have 4 boxes of wrong parts in my house, a non-working fridge, no scheduled appointment. I have also missed work multiple times because of Sears not doing their job. 18th November, I call Sears again to ask why nobody came to my house yesterday. I was told that a senior technician was not available. I asked to know why I was not informed, and why I needed a senior technician. I could not get a response. I proceeded to book another appointment for the 21st of November. I get an e-mail saying I have to pay $99 diagnostic fee, after Now this is crazy. I have called to cancel the service for 21st of November since I am not paying $99 for something I have already paid $300 for. This is especially when I have had no explanation for what is going on. I later emailed Sears home solutions on the 18th of November, and I have been told my case is being escalated. I was told I would hear back at most in two business days. Today is the 21st of November, I still have not heard anything back. I am now beginning to believe that Sears modus operandi is to collect money for a service, frustrate you to go else where. If by Black Friday all is not resolved. I will just count my losses get a new fridge, and see how I can report this case to Better Business Bureau, Angies list and any other website I know.

They were on time, very courteous and did a great job fixing my refrigerator - I highly recommend.

Excellent service, very knowledgeable and prompt.

They did good work. They were quick and did good work but they were expensive. I hope they can be less pricey. I would use them again.

I would recommend Sears.

It was a little pricey. He was a little late and didn't call. He knew what he was doing and fixed it.

They did fine.

unknown

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They were fine. I think I spent around $80. He said he couldn't fix it. We had to go out and buy a portable ice maker and then our Ice maker started working again. He didn't know if he fixed it. The price was reasonable.

I would use them in the future.

They weren't able to find out what was wrong. They said they would have to replace the whole door so we opted to get a quick fix. The fridge door wasn't sealing. I thought it was jut mechanical. So you have to make sure it's shut. Maybe something is wrong with the seal but I am no sure. He was nice, on time but he acted like he was  tired of us.

It was alright. They did what they came to do. Their responsiveness was fine. The guy was fine.

It was very good.

I really haven't had a worst part. It was very convenient to schedule an appointment and the technician was pleasant and knowledgeable. I think that's probably the average price.

It was fine! Sears did good! He kind of let me know what I may need in the near future. They are not as expensive as I thought they would be, with being Sears. I don’t know what was wrong with it. It is still working. I think they came on time.

They were fine. They did a nice job. They were on time. They called ahead. They were informative. They fixed my oven so I was pleased. It was good and I was very pleased with the help they gave. It seemed expensive to me.

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