Working with this company would provide great content for the lesson: "How NOT to treat your customers! Called for an appointment. They were supposed to come out on Thursday a.m. They called at 6 p.m. and apologized (some lame excuse about their servers went down so they couldn't see guests' addresses) and reset the review for Saturday. They promised that my job would be the first in the morning. Saturday morning comes - no sign of them. Finally, I call them, and they tell me they can't come out because of the snow. (It has since stopped snowing, and barely a dusting is on the ground. They also said that they went to another job that morning. "Oh really" I said? Your guys promised me that I would be the first stop this morning because of the inconvenience I experienced on Thursday. If I give you another chance, can you promise me that I will be the first stop on Monday morning when you are rescheduling this for?" At that point the guy on the other side of the phone said - "No, we have other customers scheduled..." At that point, I hung up the phone. #MajorWasteOfTime . I am with Jane O - I would give no stars if possible. read more

What has happened to my beloved Sears? Where are the people behind this pillar of quality and reliability that I have counted on for decades? I have just spent the last 36 days trying to get a hearing ear or responsible party but with only disappointing results. I started purchasing appliances from sears more than 30 years ago and have a house full of Kenmore Elite and Craftsman products. I have always maintained my annual warranties to cover repairs and rarely ever needed anything (but you can't be to careful). However, when my washer broke on November 20, 2016 and I called 1-800-4MY-HOME that's when I entered into a nightmare, that is far to detailed to write here. It's not just the long waits on the phone or for appointments, missed appointments, call station attendants that are so scripted that they can hardly wait for you to finish so that they can feed you the next insincere apology line, inability to speak with a supervisor, no true person who can effect a solution. It's all those things and more. This system is broken but I do think that it's fixable. Finally after 33 days and multiple trips spaced days and weeks a part, my washer is repaired but I am still stuck with the gigantic replaced parts that the repairman left in the middle of my living room (he said his car was too small to take it). I also have a second gigantic box that is the size of a washer but holds the drum/tub that the first repairman ordered wrong, that's in my family room. When I heard on the news that Sears was losing money it broke my heart because I thought, that's my store! But now I understand why, someone is asleep at the wheel and they are driving the Sears reputation for reliability, customer service and satisfaction over a cliff. I am beyond disappointed, I am still in shock that this really happened. read more

Tech 0671016 did the actual repair on September 6.. A previous tech just ordered the parts and thank goodness was not the Tech who came to actually fix the problem. Tech 0671016 was very professional. He opened the lower freezer door and immediately saw a problem not noted by the previous tech. I won't go on but say he made the repair correctly and I am 100% pleased with the repair and the results. I keep a contract on this refrigerator because I believe it turned out not to be a good model. Lemon if you know what I mean. read more

I, too, would give them ZERO stars. My home warranty company assigned the repair of my washing machine to Sears Home Services - and initially I thought that would be good as the washer is a Kenmore Elite. I'm going on a month without a washing machine! It took them 10 days to come out, diagnose the problem then it took another two weeks to get the parts and schedule the next appointment. They came out this Tues (1 hour past their already large window) and then discovered that one of the parts was wrong. The technician assured me he'd order on a rush basis. I followed up Wed - they didn't have my order in their system. Same story yesterday. Today (Friday) they finally say the part is ordered and not yet shipped but there's no possible way they could put a rush on it since "it's already in the system" (but the previous excuse was they could not expedite the repair because "it's not in the system yet")!! I appealed to a manager who was even less helpful than the original customer "service" (I say ironically) rep. I appealed the home warranty company who got the same runaround. Looks like the earliest it'll get repaired is NEXT Friday. Their service sucks, they don't own up to their own mistakes, they do NOT care about their customers. Not only will I not buy another warranty from them but I'll never buy another appliance from them. read more

I was very pleased on the service recently on my ice maker, which had stopped making ice. My repair person, Fabian, was professional, thorough and was able to complete the repair that same day with parts on his truck. I am so happy to have the ice maker back workingHighly recommend Sears for appliance repair! read more

Only giving 1 star, because without it I can't do the review. They are late, way over priced, and don't operate as they claim!!! Highly Unrecommended!!! read more

Don't call Sears to repair your appliances. Its a frustrating, lengthy, expensive proposition - and in the end, you'll call another company anyway. I called Sears to repair a Kenmore dryer. The first appointment was a week out. On the day of the appointment, the technician did not come, stating that he needed parts before he could come. A second appointment was set - again, one week out (2 weeks from first service call). On the day before the second service appointment, they called and asked if two parts had arrived by UPS at our home. I responded that we received one package, but not two. They again wouldn't come out. I ended up calling Landers Appliance repair - they made it here within 3 days and my dryer is fixed. No more Sears! read more

Worse customer experience for the second time. You'd think we'd learn the first time around with bad bad customer service. We have always been Sears and kenmore fans but this repair service has completely changed our loyalty as a consumer and I plan to shout this from the rooftops. You have choices as a consumer and Sears has clearly lost their attention to the customer experience. Not necessarily the ability of the service technician but the service over the phone with someone who is unable to assist you with a problem. They are willing to make your appointment but have no ability or care to address your concern. Your voice is useless if you need a resolution. I will encourage anyone to consider their hometown local repair business and forget Sears home appliance repair as an option. read more

RUN!!!! The WORST SERVICE EVERRRRRRRRRR...... Please do not get your appliance's serviced with Sears. I have a washer dryer unit and purchased a three year service plan, I have had my unit for less then one year and it required service ALREADY, so I contacted the customer service to set up an appointment, first off all I'm not sure where they get the people who work the phones but I'm sure they have NO clue what customer service means. The first appointment was on a Saturday between 8am and 12pm. I waited and waited and at around 1:00pm I contacted them and they told me someone should be there in 30 minutes now by 2:00pm yes I said 2:00pm I called and they asked if I wanted to cancel my appointment. REALLY!! I re-scheduled for three weeks yes three weeks later now my appointment is Wednesday from 1-5pm and again I waited I called customer service twice they informed me that the appointment was from1-5pm with a arrival window between 4-6pm WOW! She asked me on the second time that I called which was abut 6:30pm by now if I could check my door to see if the tech. left me note saying that he has been there. ARE YOU KIDDING ME! I'm sitting right by the door I told her no one came and I was NOT checking my door. Now my arrival window was from 6:15-8pm. So Sears thinks people can just leave work whenever they want to play time window games with them, they have no regards for your time and no respect for their customers. Now they want me to take off on the following Wednesday so we can play (can you find the tech.) If you need any appliances I URGE you not to use Sears and if you do, get a service plan separate from them you will save yourself from a whole lot of frustration and headaches. read more

Sear repair is the worst repair service in the world. After 3 attempts to fix my washer it never worked even after they replaced a part. One repair man had to nerve to tell me that I was using to much detergent, I ask how would that cause the machine not spin and leak water. The stupid look he gave me said it all he was a moron. I ask for a refund and they quoted the fools report and said he fixed it. I gave up and purchased a new machine since my laundry room is on the second floor and I could not take a chance of it leaking through the ceiling and causing major damage. Sears has stupid incompetent fools working for them. Never again!!!!!@! read more

The technicians have been here three times. Three times nothing wrong with the dishwasher. I have owned and used dishwashers for 54 years this is the first one that does not clean my dishes unless I wash them in hot soapy water and they are absolutely clean!! read more

Zero stars. Two times I had to take day off to wait for scheduled technician to come and fix refrigerator. Both times no one showed up and no one from Sears called. If this is not the terrible service, what else? The refrigerator is broken for two months, they do not care. Now I read other reviews and see that this is a routine practice in Sears. Stay away from them. Also, this is in Baltimore, MD, not California as shown for some reason in the post. read more

DO NOT TRUST SEARS REPAIR. They have scam artists as service techs and the SEARS office does not care. Last week, I had a service repair appointment for my leaking washing machine. After hearing the repair options, I thanked the tech and told him that I was not interested in the repair because it was the same cost of buying a new machine. Therefore, I only needed to pay the $99 diagnostic fee. The service tech then, without my permission, leaned down and unscrewed the cap of my washer "pump" and said, "Your washer is now fixed. You need to pay me." The confirmation email clearly stated that cash is not an accepted form of payment, yet the repair tech repeatedly asked me to pay "SEARS" the $99 diagnostic fee with my credit card and pay HIM a "repair fee" with cash. When I refused, he proceeded to ask me how much cash was in my home. It was horrifying. He repeated, "I did the work. You NEED to pay me." My spouse was not home and the service tech was twice my size. It was terrifying. So I agreed to pay $199 on my credit card in order to get him out of my house. I filed a complaint with SEARS and guess what... They don't care that he was pressuring me for cash or that he opened the "pump" on my machine after I explicitly told him not to. No refund, no assurance that this would not happen to another customer. read more

i had appointment to repair dishwasher and no one showed up. when i called i was told appointment was cancelled. this was supposed to be second visit after they had ordered parts. i am so upset. when i called i was told tech cancelled appointment. i was never notified of any change. now i have to wait 24 hours for a call back to see what happen. this is not exceptable. read more

My Samsung refrigerator had iced up for the second time in 3 months. The service guy was great .......... he knew what he was doing, was courteous, friendly and still professional. Had it defrosted in record time and rigged up a fix to hopefully prevent it from happening again. Quite happy with the service. read more

The worst!! Stay away. It's over 1 month and they still haven't repaired my washer. They kept cancelling and not calling to tell me. I had to call multiple times asking where my technician was. I wasted DAYS at home waiting for their non-arrival. And the technician assigned was a liar! Said he showed up at my house but didn't. Dishonest cretins. read more

I scheduled a Sears riding mower repairman to look at my Craftsman riding mower. The technician arrived on time, well dressed and well equipped to diagnose the problem. Problem was quickly fixed and new blades were installed. Grease fittings were filled and the whole job took about 1 hour. Thanks again. read more

Can I give them a zero? Sears Home Services is a disaster. We have a Samsung refrigerator that has been nothing but trouble. Have had five service calls for same issue; the fridge unit freezing up. The control board has been replaced twice and yet the problem persists. But worse than the unit is the "service" provided by Sears. They are never on time for their appointments and never do they provide a courtesy call. And if you call to complain, you end up in some distant land where the person on the phone simply cannot help resolve a problem. Stay away from Samsung and stay away from Sears. read more

Sears Home Services is probably the worst company I have ever dealt with. Long story but we had them come check out our broken washing machine. The technician diagnosed the washer and told us we needed a part that he would order and set an appointment to come back and fix the machine. We paid in advance for the service and the part. The day of the appointment was on October 31 between 8 and 12. When that day came, first Sears dispatch called and told us the appointment would be between 4 and 6. Later that same day, the technician called and stated he could not make it because he wasn't feeling well and that the actual appointment was between 1 and 4. I argued with him and he instructed me to call the dispatch to reschedule the appointment. When I called dispatch, they claimed they could not reschedule because the system still reflected the appointment was still on. I called the technician back and he said he would take care of it. He called back and told me he would come November 3 between 8 and 12. He repeatedly promised he would make the appointment. The next day (Nov 1), Sears annoying automated system called me and instructed me to call the dispatch again to reschedule the appointment. I called and they told me they would have to reschedule again because the technician was sick. I refused to reschedule because the technician had called me several times promising he would keep the Nov 3 date. I then called the technician and he once again told me he would keep the date. I called back dispatch and repeatedly told them what the technician said but eventually acquiesced. The next day the same automated system called me telling me to call Sears and the technician did not respond to any of my calls. This has been very frustrating and the service that we have already paid for still has not been completed. The company is a total rip off with no regard to customer service. Not to mention how annoying it is to have a recorded call repeatedly call you and tell them to call some number. Then when you call the number they make you wait on hold for about 10 minutes. If you have any option whatsoever for repairing appliance other than Sears Home Repair, save yourself the headache, hassle, and frustration and choose a different company. ABSOLUTELY THE WORST. read more

You got mucho time to waste on the phone, 4 hour 'appearance" windows, and useless fees? It's poor customer service, not the internet, that's killing Sears. A friend called them for in-home repair of a KitchenAid standalone ice maker in September. I would be there for the appointment while staying at that friend's house in DC. The tech showed up two weeks later, diagnosed the problem, gave me an estimate for $465. I asked what the minimum was for the visit, because I had to consult about the estimate. At first he said $132, but then after I had written the check, he said $106. I said apply the overpay to the final bill. The tech told me the estimate was good for 90 days. Because I did not order on the spot on the first call, when I scheduled the second call days later, 'customer service' did not tell me I would have to pay--again!--for a visit. Even better--the tech showed up the second time, too, without parts, telling me that I should've ordered it! When I called customer service to order the parts, then they informed me I would have to pay a second $100+ service fee! NOOOOOO!!!! Do anything but call Sears! read more

If I could rate these pathetic people less than one star, I would. I had an appointment for repair service on my Kenmore Range on August 18th from 1-5pm (Order 000708443120324, if Sears is reading). The reservation had both my office number and my cell number. I took a half day of leave to preserve this appointment and began my 'home vigil' at 12:55am. On and on the day went. At 4:35pm, I received a text that my Sears Tech was on the way. At 5:45pm, there was no tech. I called the customer service line to change my contact number to my home phone from my office number (meaning now they had both my home and my cell). I also called to check on the projected time of arrival of the tech and found my appointment had been pushed back to between 5:30 to 7:30pm. At 8pm there was no tech. I called the service center where the rep said my record indicated the technician reported, "tried to dial home number; no answer, moving on to next appointment." This was a lie. I had been sitting in my home for seven straight hours within ear range of both my home and cell phones. No missed calls. The customer rep next told me how sorry she was, that she was calling dispatch and I should receive a call on my home phone within the next 30 minutes, so "keep my line open." It is now 10:40pm. No call; no tech. Therefore, another lie. Not only is this company incompetent in scheduling, they are incompetent in customer service, and they will say anything while doing absolutely nothing except apologizing. They leave you with lost time and money, while shrugging and saying 'sorry.' The technician never called my number, a lie and the customer service rep either lied or referred my complaint to a dispatch that could care less about the appointments they set. They do this while making sure one reads that they have a front-end charge of a $99.00 diagnostics fee upon arrival. I wouldn't pay these jerks 99 anything. Avoid like the plague; find someone who actually wants your business, doesn't cost you your leave and can do the work. I will NEVER believe or trust these people after stranding me here for over half a day. Sears Home Services is FIRED! read more

I wish there was an option to offer negative stars, there was the WORST ever service i have been forced to deal with. I have a Horizon Treadmill that I paid several hundred dollars in insurance for. In the case my treadmill broke, SEARS would send out a repair person to fix the treadmill. Well about a month ago, the belt on my treadmill started to split in half. I called SEARS and told them my belt was coming apart. They sent a technician out. Little did I know that SEARS representatives do not practice common sense! I called to confirm my FIRST appointment and make sure they had everything they needed only to be told because I did not actually say to bring a NEW belt, and only say my old belt was destroyed, they NEVER ordered another belt! So the "Repairman" comes two weeks later, looks at the treadmill for a couple minutes and says he will need to order the belt. He leaves and I have to scheduled ANOTHER appointment for him to come almost. The only appointment there is is 2.5 weeks later! So yesterday I leave work early (which is very difficult for me since I do not have much paid time off) to go home and sit and wait for the "Repairman". I get home at 2:00 and get the Robo call that the technician will call when he is ready to come. The appointment window is 3:00-6:00. 3:00 comes and goes, then 4:00, then 5:00. At 5:00, I call SEARS home repair, only to be told by someone who obviously is not from America and can barely speak English that they are still coming. 5:30 comes and goes and I call SEARS back, to be told by another person that yes they are still coming. At 6:15, I call and check my e-mail again only to now be shown that the "Repairman" would NOT be coming, and he had moved my date to March 11th without EVER calling me to tell me he WASN'T coming or to talk to me about rescheduling a date. I called SEARS and I'm just given some textbook nonsense basically saying "too bad, so sad, we have no answers for you about why he never came or called you to at least tell you he wasn't coming, guess you will just need to take another half-day off and wait to see if the guy you PAID US to send out to you actually DOES HIS JOB, which he may or may not do next time". I spoke with the supervisor Marco who was helpful, and he told me that he would try to get someone on Saturday but it was unlikely and they would try on Monday or Tuesday to get someone out because I have a MARATHON I had planned that I was going to for the weekend (the same day the "Repairman" decided was the most convenient for him to screw me over. I have now WAITED OVER A MONTH FOR SOMEONE TO FIX THE BELT. Marco says I can call back the next day, which I do. I spoke with the WORST supervisor. She was rude, condescending, and basically didn't give a flying flip about my experience. I told her that it was unfair that the "Repairman" was making his regular appointments in the area today and that I should have been given priority since he cancelled on me yesterday without ever letting me know or letting SEARS know that he wasn't coming. This supervisor basically said 'Oh you are not going to be there on that date, too bad, so sad, yeah you paid us to do a job and we didn't do it, your point" all in a deadpan voice. Then when I expressed my frustration at this terrible customer service, she hung up on ME!!! As if to emphasis the point! Now I called back and cannot even get a hold of a manager. I will be filing a complaint to the BBB and any other place I can to warn ALL consumers against this FRAUD, disaster or a company. If you need repair go to an independent contractor that will actually do what he/she is paid for, instead of SEARS which just STEALS your money and then hides behind their call centers and uses deadpan voices to repeat the same nonsense over and over. They do not CARE about their customers AT ALL and I will be cheering when this train wreck of business finally sings its death song! Worse Experience!!! Do not EVER go them unless you want to waste money and many days waiting for "Repairman" that never come. read more

sears worst company ever! my kenmore elite fridge stopped cooling so i call . they gave me an appointment for a week later and said that was and emergency call . how do you go a week with out a fridge never again will sears get a penny from me read more

worst experience ive ever dealt with had to wait 3 days for first appointment then they were running 2 hrs later after i waited already waited 4 hrs they showed up next day and it got worse... will never deal with sears again thought it was going to be a good experience b/c name brand i was so wrong read more