Sears Home Service

Sears Home Services (Sears) is intentionally engaging in dishonest practices and fraud by using evasion to avoid honoring an appliance warranty. Our refrigerator is covered by a Sears. It has been inoperable for 13 weeks as of October 4, 2024, with no credible communication from Sears that the situation will be remedied. We have been unable to resolve this matter despite making at 7 phone calls to Sears customer service that resulted only in multiple transfers, misstatements, and cancelled, rescheduled, and cancelled again service appointments. The details are as follows. Our LG refrigerator stopped cooling on July 5, 2024. A Sears repairman inspected the refrigerator and ordered parts on July 19, 2024. Several parts have been delivered but the repairman has not returned to install the parts, and the refrigerator remains inoperable. 5 appointments have been scheduled, then cancelled by Sears with little notice and rescheduled blindly, only to be cancelled again. Customer service has misled us. 4 times we were told the case had been escalated, and we would be contacted. We were never contacted. On Aug 27, we asked Sears to start the process to replace our refrigerator if it could not be repaired. We were told that the repair and parts on back order had been cancelled, then given a case number to begin the replacement process and instructed to call back in 5 days. Upon calling on Sept 4, Sears had done nothing, and the process started over with instructions that we call back in 8 days. We called on Sept 12, and Sears had still done nothing. Justification by Sears for its failure to perform was that a part was on order. This is at odds with the assertion by Sears on Aug 27 that the repair and additional parts were cancelled, and that the refrigerator replacement process had begun. This is unethical. Sears is delaying the claim in hopes that we will handle the problem by buying a new refrigerator, without further pursuing the claim. AVOID THIS COMPANY.

Two servicemen arrived (one a trainee) timely. I'd already put the dryer on sliders and pulled it out so it only took a few minutes for them to diagnosis the problem. They replaced the belt and examined whatever the belt runs on to see if it was damaging the belt problem. (Two years prior, I also had a service call done by Sears - that time the belt slipped off but wasn't broken.) They charged me and left. I found a coupon online so price was reduced to $210 from $260 - total time at my house was 30 minutes. They did not vacuum the lint vent (which was done on the previous service call) and they did not reconnect the lint exhaust duct (disconnected to pull the dryer out) or move my dryer back in place. Unfortunately, Sears Home Service was the only repair service willing to work on my stackable unit. I called 4 other places - 3 wouldn't work on stacked units, the other declined because my Kenmore dryer wasn't manufactured is the USA apparently. With Sears you are able to book appointments online which is convenient, especially since my appliances only break during non-business hours, and easy. I went online at 10pm on a Friday and the first available appointment was a 4 hour window on the following Wednesday.

This is the worst experience with Sears or any other appliance provider in my life time. Although the appointment was scheduled the next day, no technician called or came to fix the washing machine. The appointment window on the confirmation email changed 3 times throughout the day with no notification. In the final window (which was now past the 8-5 scheduled window), I called to confirm that a technician was indeed coming to fix the machine. I was told yes and I would receive a phone call to confirm the time. No phone call, no technician. Although by the end of the day, the email link with the appointment time now shows that the technician arrived onsite at my home. Not true. I was told the technician would call 2 hours prior to arrival - did not happen. I was told I would receive surveys in follow up to repeated phone calls to the home office number. This did not happen either. I will not use Sears' home repair service again. I expected more from a national brand.

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First visit - told we needed to order a new ice maker and he couldn't do anything until the part was delivered. He did replace a dryer heat element and said we would have a multiple appliance discount of $30. Waited three weeks for next appointment. New part was installed and does not work. Repair man failed to honor the $30 multiple appliance discount. Called to say the repair did not change anything. Appointment made for another two weeks but no new part would be ordered. The saga continues - I would not use Sears for anything again.

They do a good job. The dishwasher wasn’t working and the man said since it was a really good dishwasher it would be better to replace the motor rather than to buy a new one. I was glad to have his advice. It was nice. He could have just said that I just go buy one. Most of the time, they were pretty good that way.

Service Technician showed up after 2pm. He informed me that the price I was given on the phone was not correct and the service would be $139.99 plus parts. He performed the maintenance service, then informed me that he didn't have the new blades for my lawn tractor and they would have to be ordered and sent to my home. I would then have to schedule another appointment 1pm to 5pm (another half day off of work). The blades were delivered and on the scheduled appointment day the service technician came and put the new blades on. A week or so later when I was cutting my grass (I had used my push mower until the blades were installed) with my lawn tractor, I noticed it was not cutting properly and the bagger chute kept clogging up. After investigating the situation, I determined that one of the blades was installed upside down. I called the Sears Home Services Customer Support and talked to a couple of people before they understood that one of the blades was not installed correctly and they needed to send someone out to fix it. I had already paid approximately $300.00 . The best they could offer me was another appointment 1pm to 5pm (another half day off of work) in week and a half. On the day of the appointment the service technician was late (after 5pm - I would think that they would fix the recalls first) and asked me what I had run over (like this was somehow my fault). He said, "the blade is bent." I said, " The blade looks bent, because it is on upside down." He said," Oh". I will never use Sears Home Services again, no matter what !

When I called initially the service person came out relatively quickly and looked at my machine. He noted that it needed some replacement parts, ordered them, charged me $450, and the parts arrived at my house in a few days. The first date he was to return was switched to a later date and I was informed by an automated message. It was for one day later, so I was ok with that. That day, however, the repairmen called me after the window that he was scheduled to be there and told me he would not be able to make it. He said that they had overbooked him and he was exhausted and couldn't come. So the next day I called the Sears number to see when it had been rescheduled for. I was told that they couldn't come for two weeks. I balked and told them that was unacceptable. They ended up sending someone the next day. He tried to make the repair, but said that the water valve leading into my washing machine needed to be replaced before they could make the repair. So I called a plumber to fix it and the washing machine repairman came the following morning, as scheduled. After working on the machine for a while he said that the parts that had been delivered were defective and he would reorder them and have them sent to my house again, rushing the order. The parts arrived in two days but when I called to see when they had rescheduled the repair it had not been rescheduled and then they gave me a date that was again 2 weeks out. Again I argued that this was not acceptable, and eventually, after speaking to 4 different people, I was given a date 5 days out. Still unacceptable, as my washing machine is not working. In spite of my best efforts I have still not been able to get someone out this week. If the machine is actually ever repaired I will be genuinely surprised. If the original repairman hadn't convinced me to repair rather than buy a new machine I would have been much happier. While it would have been more expensive, it would have saved me a good deal of frustration and time.

Sears Home Service is a dealership and they have a representative who is local. What I like about Sears is that they are professional, their promptness, they are here when they say they are going to be here. They are very friendly and customer oriented. What I don't like about them is that often times, they do not have the parts and they have to have a return service so the service takes longer than it should take.