This is an awful service. Appointment canceled after 12 hours of waiting. Rescheduled with another 9 hour window. Called customer service to get a narrower window and they said "they're not psychics" read more

James was amazing. On time, professional and friendly on both visits. The First visit he diagnosed the issue with our Dishwasher and ordered the parts. The 2nd visit he came and repaired our Dishwasher after parts were delivered. Both visits he walked me through the diagnosis and set reasonable expectations that were met. read more

Called beforehand to let us know they were in their way, very fast and efficient service. Thank you!

I scheduled a repair for my dryer and after paying 350.00 for replacing a 20.00 belt it broke after it's first use. Then they wanted to charge me another 119.00 fee to come back, then after waiting for the tech. for 6 hours they never even showed up? This service is a money grab I will never use them again and would not recommend using this service to anyone! read more

The serviceman was not able to perform a thorough check of the problems. He was very slow and could not provide us with details of his findings. read more

Technician was friendly and professional. Repaired my refrigerator efficiently. Would recommend the service.

I have had Sears Home Warranty for about 3 years now and have used Sears Home Service to repair several appliances in that time. The warranty coverage itself is pretty good and the technicians are mostly excellent, but the customer service at SHS is awful. They make it very difficult to communicate with a real person, often hanging up on you if you don't say/press the right key with the AI bot. Once you do get a real person, they're nice but usually not that helpful and often leave you with no real answer. If ever you need parts and a part is backordered, they will cancel your service appointment with no notification, not even on your portal with the appointment and parts listed, and nobody will show up that day, so don't bother waiting. And rescheduling is at least a week's wait, so it can take months to get your repair done unless you have lots of time to sit around waiting. They raised their prices earlier this year for the warranty service but I swear the customer service has gotten worse so I don't know who's getting that money. Until they figure it out and fix their systems and processes, I would recommend calling someone else. read more

Man came and fixed my refrigerator. Very nice technician I would like to recommend Sears. Thank you

Did not show up for scheduled appointment but kept sending text and email messages saying they were coming. Customer service could not speak English and were completely unhelpful. read more

The technician was very professional, knowledgeable, and helpful in looking into the issue. The value of service I received was much commendable. The service request was fulfilled and completed on time. Thank you for the service, the time and patience of the technician. read more

We called for a repair appt. On Sunday, June 26,2022. I spoke to agents about warranty questions and what exactly was covered. I was assured 100% of parts were covered; labor and tax were not, and a $99 diagnostic fee would be waived if we approved the labor and tax estimate. The appointment was Wednesday, June 29. The tech stated only the compressor was covered. He stated he had to also change a computer board, which was not broken, otherwise the new compressor would not work. We were told the computer board was an additional $671.65 and the final estimate was $1188. 75. He stated that 'Sears reps lie all the time to customers' about warranties. (His behavior/comments were inappropriate and unprofessional from start to finish- for example, his first words after we said "good morning" were "you know you're going to have to pay today?" and continuous complaints about his company and the brand off refrig) I asked him to give me 5 minutes to contact Sears because they provided totally different information; he rudely stated no and told me to call him once I spoke to Sears and he would come back to get any fees and/or move forward with repairs. He left and then immediately forged a signature on the paperwork stating I declined service and tried to charge my card on file. I received email alerts from my bank and from Sears regarding the charges. I immediately contacted Sears to- 1- ask them to honor what I was told about 100% of parts being covered and deduct the $671. 65. 2-ask why my signature was forged on paperwork. I was transferred over 15 times to different agents who provided conflicting information. 3 agents admitted a mistake was made with the warranty information that had been initially provided to me; 2 agents stated the tech would be reported; 1 stated they order was put in wrong/wrong account from the beginning; 1 stated I would receive a call back from "the back office" regarding my challenges. I never received a call back. Between Wednesday 29th and Thursday 30th it has been absolutely impossible to reach anyone with any authority. My refrigerator is still broken. It is less than 4 years old-bought brand new May 2018 for $2682. 43. I am still storing vital medicines on ice in a cooler. read more

Scott from Sears Home services was friendly and thorough. He even got here two days earlier than expected. A big thank you!

He was very nice person, however he informed us he usually works on refrigerators, not window air conditioners. He found a leak after calling several people and attempted to fix it and put freon in it. He put the unit back in the window and it still didn't work. He said it might take a while. We'll, it didn't work, still hot air. I call the company to get someone back out. They said the repairman said it was fixed. After speaking with three people I had to make another appointment and it is not until a week later. I am very disappointed with this policy I took out. I told them not to send him back. read more

James was very courteous and knowledgeable. He was timely, and left the work area clean and tidy.

My house came with all new Whirlpool appliances but that was 12 years ago. My washer needed to be serviced before it walked away from rocking so hard on the spin cycle. Sears Appliance Repair came the next day. The serviceman was very polite and efficient. He quickly diagnosed 2 issues and gave me reasonable options. He was here for about an hour and the charge was very reasonable. read more

Competent and honest technician. Mr. Farook is an asset for the company knowing how to proceed and looking for a second opinion.

do not waste your money. they can't fix the problem 14 times later and won't refund your money. they would'nt even replace the dishwasher. its been the worse experience with any company i have ever dealt with . read more

Rating of zero stars. Horrific. I set an appointment, and they rescheduled it without consulting me. Takes forever to reach a "customer service" representative by phone, impossible using chat or email (completely bots). Chat only allows selections for categories of their choice. I was told I would be notified of my scheduled time the day of the appointment. At 8am, the schedule said 8:36am. Then, it was changed to close to 10am, then 12:08, three more times until the technician arrived at 3:30pm. Don't do it. The tech himself seemed competent and polite. read more

John was great. he is very knowledgeable and an easy person to work with. I would definitely recommend him.

Jeff was prompt, courteous and respectful of our time. He let us know when he was going to arrive in advance and made the repair quickly and efficiently. He is one of the reasons I will continue to use Sears Service read more

I would give this company zero stars if I could. The appointment was made for 6/3/24 for repair of a range and maintenance on a refrigerator.After making the appointment, I was inundated with confirmation and reminder emails and text messages every day. The window of service was between 8AM-12PM. NO ONE showed for the appointment. I tried calling, but kept getting rerouted to their automated system saying the appointment was confirmed .When I randomly dialed another department to speak with a human being being, I asked for management. They connected me, but after listening to music for 20 minutes, no one answered. Sears was fast and efficient at making the appointment, but never delivered service. I took off a day of work for this. This is unacceptable. read more

After 2 weeks of extremely poor service and technician who either don't show or fail to complete the repair, my family and I are still without a dryer. This is by far the worst home warranty services I have ever encountered. Do not purchase a plan from the company, you will be very sorry. read more

Doug provided incredible customer service! He explained every step of our washing machine repair process clearly and thoroughly. Doug called ahead to notify when he would be arriving. He was punctual, knowledgeable, and very professional! read more

The technician was great, however, the red tape with the company was not good. The technician was able to diagnose the issue with the washer which involved a need to order a valve. Although I initially declined the repair I changed my mind before he had left the premises. The company would not honor the original agreement to do the repair and instead required me to have another diagnostic performed by scheduling a new visit and did not have any appointments for 1 week. Although they had all of my details when I called back, they took 10 minutes of my time transferring me around and asking me all of the same questions. read more

They sent out a really nice guy, but did not provide him the item needed for the specified repair. Why send someone out to fix a specific issue without what they need to fix that issue. Repair guy was great. read more

Avoid them if you possibly can. The repair technicians that they sent me - 3 of them total for the same issue which remains unresolved - are unknowledgeable and/or inexperienced and/or uninterested in fixing the problem. The weirdest thing about the experience is that instead of acting like a normal repair company and bringing the necessary parts with them, they order the parts and have them shipped to YOU. Yes, that's right, YOU are responsible for receiving the parts, keeping up with the shipping, wondering why you haven't received the part, calling a foreign customer service center and being refused any tracking information on the part. It's insane, it's bad customer service, and it's no wonder why Sears is a dying company. read more

Techinican very unprofessional and no patient. I showed him video of 4 blinking lights but he explained totally different issues. Then explained that 4 blinking means system overheating and the solution is to turn it off and back on. Nothing can be done. Else replace the whole system he says. read more

the technician was knowledgeable, courteous and friendly. He quickly diagnosed the issue and worked to resolve it.

I, Rolando Jimenez, hereby submit the following "Bad-Customer-Service" review that I experienced from Sears Home Warranty and Sears Home Services. In or about October 2022, I reported to Sears Home Warranty (Sears Warranty) having malfunction with my Kitchen Aid Refrigerator, such as: (1) no cooling enough the food (vegetable/fruit/pre-cooked package food) stored in the two containers (middle drawer-compartments); (2) no making ice; (3) no cooling enough beverages/food stored in the main section (top compartment). Also, I informed Sears Home Warranty to charge the repair-costs to my insurance coverage contract that I have with them valid until May 29, 2023. As a result, Sears Warranty created Service Request SCCQ83097F22. Next, a Refrigerator Technician (Tech) from Sears Home Services--Sears Services (contracted by Sears Warranty) came to my house and provided a diagnosis for the repair of my Kitchen Aid Refrigerator. Then, the Tech ordered the parts needed to fix the Refrigerator, which I received during October through November 2022. On November 8, 2022, I received an email from Parts Recovery Team, Sears Services (Fort Parts Recovery Initiative- FORTPARTI@searsshc.com). Accordingly, the email stated the following: "REFERENCE NUMBER: SERVICE ORDER #44268526/UNIT #7084 Dear Mr./Ms. ROLANDO JIMENEZ, We would like to confirm whether or not you have any parts that were not used on the service call on your KITCHENAID REFRIGERATOR or may have shipped after the service was completed. Please contact our office as soon as possible so that we may update our records and arrange for a part return if necessary. (If you have already responded to a previous request, please accept our apologies and disregard this letter.) We can be reached via email at: fortpari@searshc.com. When sending an email, please be sure to include your name, telephone number and the reference number shown above. If you would like a representative to call you back, please respond back to this email that you would like for someone to call you and include your phone number and a representative will call you back to address your concerns. Thank you in advance for your cooperation, and as always, thank you for choosing Sears." On November 11, 2022, I replied with the following response: "Please be advised that the service to repair my KITCHENAID REFRIGERATOR was never completed. Indeed, I'm still waiting for Sears Home Services to schedule and send a Technician to repair my Kitchen Aid Refrigerator. Moreover, I called many times at (501)255-1057 and I was referred to the company's web-chat. Once I communicated with a Representative at the web-chat in three different occasions, I was informed that my request for repair was documented and the issue raised to senior management. As of today, I have neither received nor heard any information about it. Accordingly, all the parts ordered/shipped have not been used. Thus, they are stored in my Kitchen room. Regretfully, based on the aforementioned, I must say that I received a bad customer service from Sears Home Services. Since my Kitchen Aid Refrigerator still needs to be fixed, please advise accordingly." On November 23, 2022, Sears Services Tech S. Manzoor installed some of the parts previously ordered for the repair. He produced a receipt for payment of service (Sears Service Estimate # 44304581) for the charge of $ $461.65 which he applied to the contract coverage. Moreover, I received an emails from Sears Home Services (noreply@shs.com) stating that my repair appointment was rescheduled, to wit: Service date 12/1/22 Arrival Window 8am to 5pm. In addition, on November 25, 2022, I received an email from Sears Services (noreply@shs.com), which stated the following: "One or more of your parts on order has been delayed and we are researching part options. We'll send weekly updates to let you know status and when a reschedule time is available." On January 20, 2023, I received an email from Parts Recovery Team, Sears Services (Fort Parts Recovery Initiative- FORTPARTI@searsshc.com) Accordingly, the email stated the following: "REFERENCE NUMBER: SERVICE ORDER #44304581/UNIT #7084 Dear Mr./Ms. ROLANDO JIMENEZ, We would like to confirm whether or not you have any parts that were not used on the service call on your KITCHENAID REFRIGERATOR or may have shipped after the service was completed. Please contact our office as soon as possible so that we may update our records and arrange for a part return if necessary. (If you have already responded to a previous request, please accept our apologies and disregard this letter.) We can be reached via email at: fortpari@searshc.com. When sending an email, please be sure to include your name, telephone number and the reference number shown above. If you would like a representative to call you back, please respond back to this email that you would like for someone to call you and include your phone number and a representative will call read more

Worst company ever! Save your money and don't get a home warranty plan with Sears/Cinch. I have been without an oven for 6 months. Not only did they not fix the left side oven on my range but they then broke the right side oven that was actually working!!! I have had no response from anyone and they send parts without follow up -- am I supposed to install the parts??? They ruined my Thanksgiving and Christmas and everyday in between. THEY SUCK. The technicians are difficult to communicate with (once they pass you off to third party technicians) and they clearly don't know what they are doing. This also happened with my dishwasher. It is ABSURD. This company is a joke. read more

I contacted Sears Home Services (owned by Transformco) to address a refrigerator cooling issue. On April 29th, a technician determined that two parts needed replacement, costing $960.93 including labor, which I paid with my Capital One credit card. The repair was scheduled for May 6th. On May 4th, I received the parts, including a fragile motherboard in a flimsy, damaged box. Concerned about possible unseen damage, I still planned to proceed with the repair. On May 6th, I called customer service since the technician hadn't contacted me. I was informed that the appointment was canceled and needed to be rescheduled because I hadn't notified them of the parts' arrival--something I was never instructed to do. Deciding to cancel the service and return the parts for a full refund, I contacted Sears on May 6th. They instructed me to email nschelp@transformco.com for a return authorization, promising a reply within 24 to 48 hours along with a UPS shipping label. After 48 hours without a response, I called customer support again on May 8th and was told I'd be contacted by May 9th. When no one contacted me, I called again on May 9th and was promised a call by May 10th. When that didn't happen, I called again on May 10th and was told to expect a call by Monday May 13th. In addition to these repeated phone calls, I sent a second email to nschelp@transformco.com on May 9th, which also went unanswered. Despite multiple attempts, I have not received the promised return authorization. I will never do business with your company again. read more

I have used Sears Home Services for years. Name recognition, expertise, and reasonable rates have kept me calling despite the inconvenience of scheduling for 8:00-5:00, which requires canceling my day. My latest service request has been canceled/rescheduled three times. The last cancellation was during the period when they were due to arrive. They have lost a good customer. read more

Jeff the technician was great. However, he is hampered by an ordering system that is the worst. Service dates were approved and then canceled. On the day of service (December 27, 2023) I received three notices, two saying that the visit had been canceled and one that is had been scheduled. Jeff called and said he was coming, so I guess I won the AI or bot lottery. When he got here, he told me that the rebuilt part I had ordered and was told to be available, was, in reality, not available. The original order for the rebuilt part was on December 8 and they waited until today, almost three weeks later to tell me it was not available. I ended up paying about $800 for the repair on a refrigerator purchased early in 2016. See also the review by Paul M dated 12/18/23. It is a miracle that Sears stays in business. read more

We have had a Sears Maintenance Agreement since 1985 and have had our washer and dryer replaced when they couldn't be repaired. This year they have a new protection plan called "sears protect". Our dishwasher was checked on Feb. 15th, 2024 and the tech found that 2 parts were no longer available and on March 1st they told us that a replacement authorization would be sent. After calling them on March 7th, 14th and 21st to see why we hadn't been contacted we were told each time to give it another 3-5 business days. After the call on the 21st I decided to contact the Better Business Bureau. Five days later I got an email with a replacement code and the dollar amount that we were allowed to find our replacement. Every week through the month of April we have attempted to order the appliance but every time it fails when you get to place the order in the cart. Each time it has taken an hour or more for the representatives to try and help but with no success. They tell me there's a problem with the website or the dishwashers we are selecting are not in stock. Today a rep. tried several himself and every time it showed "not in stock". We paid $624 for a one year plan plus $100 for the service call which is a new part of the plan which is managed by a company called Transformco. I know how the protection is supposed to work, but this company is not standing behind the contract that we paid for. At this point I don't expect to get any satisfaction from this issue, but I felt that I should warn consumers to not believe that this is a trusted home service provider. read more

Wish my home warrantee company would send a competent repair service. The first tech (who left after barely glancing at the appliance and doing absolutely NOTHING by way of diagnostics) gave a window of 8-5 and showed up at 5:30. Second tech seemed fine, replaced a part, but did not manage to fix the issue. Third tech said he'd order more parts. Over a month into this now and I'm currently waiting on a FOURTH tech to arrive. I got a text that he would be here in 15 minutes, YESTERDAY morning. This company is a joke. read more

Poor service. No one can answer questions. Ice maker service call in October. Told motor needed to be replaced by technician. Asked to pay upfront for service and part. Scheduled repair for one week out. Part back ordered. Repair delayed 3 times. No one could tell me when the part would come in. Bought ice cube trays. Cancelled the order Nov. 8. Told refund would take up to three weeks. Called in December and told refund was pending but they would expedite it. Called in January and was told my refund was still pending, so U adked to speak with supervisor. I was told one would call me back. Jan. 24, still no refund and no phone call. I urge people reading this to call any other repair service except Sears! Terrible and you can't get your money back. Tough for those of us on fixed incomes!!! BTW - their phone system is horrible to get thru to actulaay speak with someone! In the meantime, the motor is fine and working was jammed. Fixed by my grandson!! read more

Jordan fix my lawnmower. Wonderful Tech . Very knowledgeable . Highly recommend him, applause to Sears for having an excellent Professional. read more

Absolutely horrendous. Customer service representatives on phone lines cannot even forward you to the SEARS billing department nor their own supervisors. They are hopeless. Way overcharged for less than 30 minutes of repair work. $99 diagnostic fee ridiculously high when problem is clearly already known by homeowner and pointed out to service technician upon arrival. Stay away. Stay very far away. read more

it was easy to schedule the appointment. My appointment was scheduled for the next day. The technician came within the tine frame indicated. He promptly replaced the part, disposed of the part, made sure that the oven was heating properly and let me know that the part he replaced should be replaced every two years. This information was helpful and new to me. I will replace the part before it stops working next fall. Thank you for providing superior service! read more

Peter was great. The overall service by your company is HORRIBLE! We have not had the use of our dishwasher in a month and a half. I was told we were eligible for a new one and that it would take a week to send me our options. THAT WAS A MONTH AGO. We can't use our current dishwasher because it floods the floor in our kitchen. YOUR CUSTOMER SERVICE IS WORSE THAN COMCAST and that's not a good thing. YOUR CUSTOMER SERVICE BARELY SPEAKS ENGLISH. Once this contract expires, I will be looking for another company to cover our appliances. read more