Made an appointment for snowblower service online, selecting Ariens as the product to be serviced from Sears' options. Received confirmation that my Ariens is maintenance is scheduled. Received another the day before stating my Ariens is to be serviced. Took off from work to be at home for the servicing. I received a call 45 minutes before my scheduled 1pm-5pm window from the technician. "You have an Ariens? We don't service Ariens, sorry". I asked why Ariens was an option on the website. He was aware of that but he didn't know. This is not the recipe to get Sears to be a functioning concern again. Get your act together, people.
Review by Tallissia Mulach3 weeks ago
I took time off work to meet a technician for repair of a refrigerator that wasn't cooling. The technician arrived late (I didn't need to leave work early based on the time he finally showed up). He spent about a half hour at my house, replaced a small part, and the next day the refrigerator was broken again, but this time worse than it had been before the technician came out because the electronic panel on the front outside no longer worked. I was charged a non-refundable $89 diagnostic fee, $75 for the part and $176 for labor. Do yourself a favor and hire someone else to look at your refrigerator. Many repair services will waive their "diagnostic" fee if you actually hire them to fix your appliance leaving only parts & labor.
Review by Shaqeel4 weeks ago
We had an appointment for today 1-5, we found out they would not show because we called. Our refrigerator does not work we waited already a week now we have to wait another week. We tried to get some help and they transferee us from one to another, 7 people and ultimately we have to wait they could only offer an apology but no customer service they would just transfer to not deal with us. An hour on the phone! Supervisor Kevin at his worse, he did not care. At all, Sears this is why you go bankrupt ! I would give you 0 stars
Review by Xey Derrow4 weeks ago
I needed service for a washing machine and set an appointment with Sears Home Services. They assured me the technician would arrive between 10:00am and 2:00pm. At 12:20pm I received an automated call requesting a call back to reschedule a confirmed appointment.
After escalating through to a supervisor, the answer was always the same "we're sorry, can we reschedule the appointment for tomorrow." Unfortunately, all I can do is warn other consumers not to use this service. Sears Home Services is not who you want to use to repair your equipment!
Review by Westword1 month ago
Terrible !! I waited a2 weeks for them to come inspect my Kenmore refrigerator. The technician found that the computer is not working. When he checked the computer he had he foun out it Case Description
I had back surgery to remove titanium hardware. During the surgery the doctor tore a conjoined nerve and caused injury. This occurred in March 2017. I have suffered chronic pain daily ever since. I suffer from back pain and neuropathy. I recieve in home care to help me get through the day. I have also had two second opinions but they say that my condition can not be corrected. Ever since I need help with my self care needs like showering, tieing my shoes, dressing, at times eating, etc. I am unable to provide for my family because I can not work. My primary doctor has all my medical records of my condition ever since the injury. I am considered permanently disabled since the accident. not the one. He order the part and said he would come back on August 9 when the part arrived. I can not wait another 2 weeks. My husband is disabled and my mother is 81 years old. They require our refrigerator around the clock. I have my food in coolers. I told this to this company that I needed emidiate assistant, but they don't care. I've spoken to over 20 employees and they all give me the run around or hang up on me. I've spoken to supervisors like Pet and others. I've asked them to send me conformations to my email and the don't. Don't purchase this insurance for your home appliances. All they care about is making money. They have no compassion or respect for their customers. Never again will I purchase anything from them again, and take in account we've been customers for over 20 years. We purchase all of our appliances here. NEVER AGAIN!!!!!
Your company is the lowest in customer care.
Review by Redpoint1 month ago
They are nothing but thieves and liars. Do not use them!! Both Sears Home Services and Sears Warranty are incompetent and thieves. I had them out to fix a fridge that wouldn't shut off. They said it was the thermostat (tech didn't check anything else) and ordered the part. This was in September 2018. By January 2019, I was calling them again because it still wasn't working. I was told it was past 90 days and I'd have to pay for a service call and any necessary parts. Now, I had purchased the Services Warranty. Been fighting with them since January. Was put in contact with a person at Sears Executive Offices. I went back and forth with this person. She left messages that I was approved for a replacement and she just needed to finalize details. So, I went and bought a new fridge. Just found out today that I am not approved for a replacement. I am out over $1,000. The new fridge plus the $49.99 per month for a year for the useless warranty. This is $1,000 I will never see again. This is $1,000 stolen from me.
Review by WilliamMcMorran Haaf1 month ago
Don't do it people. They will take your money and say that they can't fix your appliances. They do not have enough technicians and if you try and contact them you will be on hold for at least an hour. They will cancel your appointment an hour after they were supposed to be there. It's a big scam.
Review by MonXouMonYou1 month ago
Got a "Deluxe" lawn mower service, the Tech did not replaced the blades, i notice that 10 minutes after he left and contacted customer service, they could not make him come back and wanted to reschedule the service 3 days later, I asked for reimbursement, and they could not do it, I can't just take other day off from work to wait for them to came back. Basically the tech stole from me and the company back him up.
Review by Mokka1 month ago
Do yourself a favor and don't use them. First of all, the earliest appointment we were able to get for refrigerator repair was two weeks out. On the day of, we had an 8-12 schedule time. By 11:30 we still hadn't heard anything, so we called them. It was difficult navigating the automated phone system, but we eventually got a person. Unfortunately, she was not very friendly or helpful. She informed us we had an appointment scheduled between 8-12. Thanks...I was aware. After clearing up some confusion on their end about our phone number, she told me the technician was running late and would be here closer to 1:00. Ok, fine. The final nail in the coffin came at 12:10 when we got a text notifying us that the appointment had been cancelled. That's right, after sitting around all morning with other things to do, they just CANCELLED our appointment on us!
Review by Botting1 month ago
Long story short. A technician came in to fix my Kenmore dishwasher a week ago. He discovered it needed a new motor and ordered it. We scheduled an appointment for today (Friday) between 8am - noon, to have the dishwasher repaired. I confirmed the appointment last night on the phone. Verified online this morning. And had to take the morning off of work to do this... Waited until 11:30am and then called customer service and online chat just to make sure we were still good...BOTH assured me he would be on his way shortly. Then, I called back at 1pm and got a different story... the routing center had an error and they would need to reschedule to Monday between 9-5. I noted this wasn't acceptable as I can't miss another day of work for a repairman. Once they refused to accommodate to do over the weekend, I decided to cancel my contract. So, I called the number provided, only to be transferred to another department, only to be transferred to another department, only to be transferred to another department, and, just for fun, ONE more department. Quite literally four transfers, where I had to repeat all of my information repeatedly (name, address, email address, etc.). FINALLY I got on with the right guy. He said he was sorry about the situation but the contract only indicates SearsHomeServices sets up the appointment, they aren't responsible for no-shows. And they will reschedule appointments in perpetuity, they take zero responsibility and simply reschedule. I was informed of a cancellation fee, and I said that I'm not paying a cancellation fee - your repairman was a no show and you didn't live up to your side of the contract. Apparently that doesn't matter. I was cited several paragraphs from the contract and had enough. Paid the ~$140 cancellation fee and that's that. What a scam this service is. Stay away. Go to Lowe's or Home Depot. Use their reputable services instead of this sinking ship of a once-great company.
Review by Itzbel Lazarowicz1 month ago
The worst service I've ever experienced! They sent out a service guy that took my dryer apart and said it needed 3 parts and I denied the parts because it was going to cost me $300 to fix! When he left, he threw all my lint on the ground, didn't throw it away! I turned my dryer back on and it was working just fine because the lint was taken out. I called them back and I couldn't understand a word the people from India was saying, I asked for a supervisor like 10 times and he refused and hung up on me! I called after the weekend to cancel my shipment of parts and they said they canceled it, but I woke up this morning with an email saying the parts shipped and they took out the money!! This is why Sears is going out of business! I don't want anyone to experience what I did, very unethical what they're doing! I'm calling the BBB and complaining!
Review by Dhuwara Newil1 month ago
If I could rate them less than 1 Star I would.
PSA: If anyone is ever looking for a home warranty company do not ever use Sears! They are a complete rip off! I don't ask people to share my posts but please share this with as many people possible! No one deserves what they do to customers.
November 4th, 2018 I called their service department to come and fix my washing machine, they talked me into going with their warranty as it would same me money. So $200 down and $70 a month for a year it would protect all my appliances. Considering I have an older home and thought yeah I may need that. So they fix my washer, or so I thought. The day after Thanksgiving is started to leak everywhere! Water was everywhere! I called them to come back and it was another $100 service charge despite it had been less than 30 days which they guarantee 6 months after a service repair. This time they tell me they have to replace it. So a month and a half goes by and they finally replace my $1000 washer with a $200 washer! What... they said they were going to replace it with something comparable to what I had! Nope they sure didn't and they said I was stuck with it because that is what they delivered. They refused to budge.
Fast forward to Tuesday Oct 29th... I walk out to find my hot water heater had leaked all over the floor. I knew that it was going to have to be replaced by the looks of it... so I call Sears and place a work order. I call the company they direct me to and they say they will be out between 3-5. The repair guy shows around 7. He takes one look at it and says it has to be replaced. I pay him my $100 deductible, and he informs me it will be a couple of days because the warranty company requires him to order it a certain way and that they will not let him just pick one up and install it the next day. So a couple of days go by and nothing... it is now Saturday still no hot water and when I log into the site it says that the repair has been completed! Are you kidding me... I call the customer service and they say well there is an appointment on Monday to install the new one. I explained what am I to do until then with no hot water. He said take a cold shower. I asked him if he took and enjoyed cold showers and he of course said no. He said well would you like to just cancel the appointment on Monday... OMG are you serious right now... why the hell would I cancel it, I want to know how you are going to help me right now! Well ma'am there is nothing I can do to help you, but I can have a supervisor call you in 48 hrs! I am glad that my contract is up in 2 days because I will not be renewing it with them! There customer service completely sucks and they do not deliver the service they promise! Whatever you do stay away from this service at all costs!!!!!!
Review by FredThompson1 month ago
We are more than 1 1/2 months trying to get someone to install a replaced Microwave. After our 6th call we were told, we don't do installs and you have to find someone and same us the bill. They sent us first to a repair company thats owner had died some time ago and no longer worked with Sears. The second company never responded to us. We were the; told that Sears direct would find us a company to install the replace unit only to get a call back saying we had to work direct with GE as they don't provide this. Someone convinced us to try to them. Don't and save yourselves lots of frustration. My next call is to Cancel this contract. Something tells me that won't be easy
Review by Clavenda2 months ago
What a horrible ripoff! Can't fix anything...broke our dryer front! Everything is somehow excluded! Ripped out of monthly fees! Can't cancel contract!
Review by Smaller Chigwanda2 months ago
Worst service ever! Today would have made my 3rd appt for my fridge/freezer repair. First they ordered the wrong parts, then after 3& half weeks I take the day off work AGAIN for the 3rd time the appt time is 8a-5p the tech never shows. At 5:45p they say the put 8n a successful request for the tech to "return" to the house & the tech would be here by 9pm, still a no show. So I call back for them to tell me oh sorry u waited from 8a-9p we'll reschedule u for 2 more weeks away. So by the time they get the right parts & a tech actually shows up for a scheduled appt it will b 5.5 weeks. Will never do business again!
Review by Uzzwal2 months ago
Purchased a double wall oven that didn't work immediately upon installation. Service technician came out and referred to it as 'a lemon'.
- Ordered parts and scheduled return trip for the repair.
- Parts were back ordered, appointment rescheduled
- Parts received, part was sent in a padded envelope and received broken
- Called support (expect to be on the phone for 60-90 minutes anytime you call their customer service) and they advised they would send a replacement part and would send out shipping confirmation in 1-2 days.
- After waiting past 1-2 days called in (another 60-90 minutes), was transferred 6 or 7 times, sometimes back to the same people who transferred me back to the same people, etc. Found out part was never ordered, told part was being ordered and would hear shipping info in 1-2 days.
- Waited 1-2 days, no contact, called in another 60-90 minutes, 4-5 transfers, no one can find the prior part order, etc.) and the part was supposedly reordered yet again. Shipping info to be provided in 1-2 days.
- No word, called in, was provided tracking information. Part to arrive the next day, which was also the date of the service appointment, so since parts not received, needs rescheduled. Rescheduled a week out.
- Part received. Same part, 2 times. Both also broken. Now have three of the same parts on hand, all received broken.
- Service appointment day arrives, supposed to call when on their way (they give a 9-hour service window). Never calls, then am told they came and left.
- On with support THE MINUTE after the tech was here and supposedly left, and they can't send him back.
- After complaining, am told they can send him back.
- Wait an hour, call back in, am told he is not able to come out anymore, will have to reschedule for the next day.
- Next morning, call in, told window of arrival from 3:30-5:00pm
- Call in at 3:45, no one there yet, just confirming appointment - they have no record of the appointment. Will need to reschedule for the next day.
- Appointment rescheduled for tomorrow... I won't hold my breath. Am currently four weeks in to this process.
Review by Cicpit2 months ago
Dryer repair: the technician quickly assessed the belt had come off the barrel that moves the clothes around. Belt was not broken - just popped off. He put it back on and I was charged $255 for 15 minutes worth of work. Ridiculous!
Review by Hakkeem2 months ago
I waited home (took a half day off from work), for the 4 hour window given(1-5)for no one to show. After being on hold for 45 minutes to find out what's up, I'm told the tech is running behind and he's on his way. It's now after 6pm, still no tech. I will never, ever buy another #Kenmore or #sears product again. They should just close all their doors and go out of business!!
Review by CharlieAJC2 months ago
Way OVERPRICED with a useless customer support network. They charged $315 for 25 minutes of work on my Kenmore refrigerator, which included a "diagnostic fee" of $99 to tell me that I had a leak, DUH!
The part, a cheap piece of plastic tubing, was free LOL. Essentially they repaired a leaking tube connected to the water dispenser. People that fix refrigerators are being paid more than plumbers and electricians! Their useless customer support, I spoke to people in India and Mexico, appears to in other countries. When I insisted on knowing their hourly rate, I was disconnected both times.
Review by Jellygaze2 months ago
Unable to show within four (4) hour schedule window. Called their 800 # customer sac. rang and placed on hold for solid 22 minutes, when young lady answered, she was located on another country, not USA and the only thing she could do is confirm my repair svc. appt. which at this point was WAY past overdue, she was unable to provide a local number I could call, nor the dispatch's number nor the technicians number.
When tech arrived, he was unwilling to listen, just spoke over me, turned the washing machine on and told me that if I WAS HIM, I should just purchase a new machine b/c Sears will charge me $90 for him to tell me that and since I have not extended warranty it would run me $517 to repair it (I paid $400 for new Maytag washing machine, three years a go). He was unable to provide written estimate and was unable/incapable to send screen shot of estimate from his phone via email nor text. OVERALL, WASTED 1/2 DAY.
Review by Pgrella2 months ago
Warrantied compressor in fridge shot after 8 years. Local tech said it was compressor so Sears came and looked at it on June 13. Ordered a compressor which didn't come until July 5. Said we would have "emergency service" since its summer and we've been without the fridge/freezer for a month. So they SCHEDULED us service on July 16. Over ONE MONTH without a working fridge/freezer. Customer Service has been terrible as others say, many hang-ups, too many transfers without being told, computers down for days... Terrible company.
Review by Jamiekemp Brehar2 months ago
Promises not kept should be their slogan. In my opinion, not only dishonest but priced extra high, unusually high. A threat to seniors. I think they should be avoided.
Review by Cselfjr2 months ago
Well bought whole house warranty, they came to fix dryer. 1st crew shows up takes dryer apart orders part then leaves, dryer still apart just leave it for next guy! The part came, new service guy,he didn't like the way they left it. He put new part in and gone, he turned it on and gone. Seems good right? Wrong, did a load of laundry put it in dryer not all my buttons work now, the outside of the dryer is to hot to touch. Then we start with the $#*!ed up phone system they have, still have not gotten a response from them cause there phone system suck as much as the service guys.
Review by Tianhua2 months ago
I had an appointment scheduled for Wed 1pm - 5pm and got a call Wed at 4pm that the tech was running late and had to reschedule. I rescheduled for Friday 10am - 2pm thinking if he runs late it should be okay. I got a call in the morning that the tech called out sick. Is there only ONE PERSON working for Sears Home Services? It should be called Idontwanttowork.com or toolazytoworktoday.com or dontworkonfriday.com.
Ridiculous, and I will not ever use them. I rescheduled with a local company.
Review by Deboarah2 months ago
Worst possible coustomer service I've ever dealt with. They hang up and schedule you for dates you tell them you won't be home. They keep you on hold for hours not minutes and when you don't hang up they'll hang up on you and not call back. The technichian that came to my house just ordered parts without looking if that was the issue. It will be over a month at least before my appliances are repaired. I challenge the to contact me back. They have my information just respond. Just terrible,