My technician DeitRick and Doug were a 10 out of 10. My experience with Sears was a 0. My issue was resolved today but this issue started in Nov. I was sent damaged parts every time. This is no reflection on the techs. I appreciate all the time and effort that was put in. My rating is solely off of the customer service that was given to me when the techs came. I will be canceling this service. read more

The system of communication directly with customer is less than adequate. We are disabled and I'm in dialysis 3 times a week. Not talking to a human is a problem. All the spam calls are a problem causing difficulty in the sears system. 2nd time I've used it. I will find someone else if possible. read more

Excellent service. Derrick was on time, very courteous, and knowledgeable about the appliance. He diagnosed the issue quickly and expediently repair the problem. Accolades to him. The Sears automated system worked well with scheduling an appointment. read more

I been waiting over 1 month to get my washing machine repaired. Impossible to get a hold of anyone. The call center never have a human to speak with, and the technicians don't return calls. They keep rescheduling, and saying that they have to order parts. One technician even parked by my neighbors house and called to tell me, that he ordered parts because they was denied authorization after the first technician tried to order it. Well, the authorization was approved because the parts came to my house a few days after the first technician came out. He asked "where do you want me to come in at". I told him the front door, and he pulled off. Soon after, I got an email saying that they rescheduled, and they ordered more parts. It also said that I approved and signed for this order, which I did not. That is not my signature. read more

This is the worst experience I ever had with a company. I was charged 49.95 per month for subpar services, and the technician, who I learned was a subcontractor, always tried to upsell me while he was in my home! Save your money and go somewhere else. Customer service lies and will tell you they will give you a discount for bad service or missed appts, but they don't do it! DO NOT USE THIS COMPANY! read more

My Kenmore Fridge stopped cooling. The technician replaced the start relay, reassembled the back, and pushed the fridge back in. He said it would start cooling in about an hour. Start to finish about a half hour. An hour and a half later, the fridge was still not cooling. The closest date for return was two weeks. I am now trying to get a partial return on my charge. Sears is not the Sears they were years ago. GO SOMEWHERE ELSE. read more

The technicians were good. The only problem I had was difficulty trying to contact Sears to speak with someone directly.. and canceling.my appointment and rescheduling without speaking to me as to why when I had rearranged my time. read more

If I could leave a -10000000 star rating I would!!!! They've just rescheduled my service DAY - not hour - DAY for the 7th co consecutive day !!!! They came out did the assessment; I paid - the parts were ordered and received and now they are jacking me around on actually coming back to finish the job!!!! I'm feeling very scammed here!!! Collect the almost $900 for the repair and don't show back up!!!! Absolutely atrocious!!!! Now I'll be at 6 days stuck at home endlessly waiting for a phantom repair technician!!! If you value your time and your funds do NOT use them!!!! I'll update this when (if) they ever actually show up! In the meantime I still do not have a working refrigerator and they clearly don't give a d@€# read more

I want to make it clear that my experience with my third technician, Mark, was fantastic. He accurately diagnosed the real issue with my fridge and went to bat with my warranty company for me to get them to understand that it was not fixable and would need to be replaced. Mark gets 10 stars all day long, and the man deserves a raise. He is the only reason this review is three stars and not one. HOWEVER. I have been without a working fridge for almost a month because the first two technicians sent out to my house both separately misdiagnosed the problem. Furthermore, whoever works in Sears customer service should be fired. I don't usually have a problem with customer service reps, because I know they are not responsible for my problem, but this woman went out of her way to make my day worse. After confirming all of my information, when she realized that I was complaining because after the first tech "fixed" the intermittent issue with my fridge it ceased working all together, she proceeded to tell me I was nowhere in the system, there was no record of my service appointment, maybe there was a different phone number or email address she could check, and asked me for my phone number three different times. Let me be clear, she had all this information right in front of her because unlike every other company that asks you, the caller, to verify your info, she told me: "Your phone number is, your address is, your name is, yesterday he was at your house and replaced this part"--so to attempt to gaslight me after that and say I had suddenly vanished from existence on her end (and therefore they were not responsible for the state of my fridge) was literally INSANE. Again, Mark was great. Hardworking, professional, intelligent, and accurately diagnosed the problem. But when it takes three tries to get it right and the customer service department is actively trying to ruin your day--no thank you. I will never use Sears again and I do not recommend them. read more

Anthony called me at 5:43pm for a 1p-5p window to check my A/C and said "I'm 15 minutes away are you prepared to pay the service fee with a debit or credit card" to which I responded "Sears has canceled 3 appts with no communication and you're an hour late but yes I'm prepared to pay the service fee". At 6:03 Anthony knocks on the door and when my husband answered Anthony refused to enter until the service fee was paid. To which I said you haven't provided a service. He refused to come into the house I asked who we could call and Anthony said there was noone to call and he turned to walk away. I asked for his last name to which he responded "you don't need my last name you can contact Sears" He then reported that I declined services which I did not. I declined to pay for services until after they were provided. The mistake I made was paying in full on day 1 for FOUR home warranty contracts. Nothing I can do about that now but I will not be paying $65 before you enter my home and actually provide a service after a history of missed appointments. I will not accept being spoken to in the manner in which Anthony approached me on the phone or at my door. Now I am sitting in a hot house with a paid home warranty but I will not keep paying for services I have not received. If I could give Sears and Anthony ZERO stars I ABSOLUTELY would. I will not be recommending Sears HomeServices or Choice Home Warranty and if I don't hear from someone personally in the next 24 hours I will be sharing my experience with the local news stations and social media platforms read more

very disappointing that you don't stock parts to repair for a refrigerator made by Kenmore that is 2 years old, that we paid thousands of dollars for. This is a ripoff I intend to report . In addition, I waited all day a few days ago and no service tech showed up and no call. read more

Walter actually gave me a sense of security. He checked everything and was very detailed about it. I questioned him on how this new warranty actually worked and he took the time to give me detailed information so I signed up. I hope I get him again. read more

Repair was completed but now the washer drum is making a "squeeking" noise that was not there BEFORE the repair !!!!! A technician needs to return and fix this problem !! read more

I give him a high rating however as for your company it has gone down. You have highly disappointed me. I'm a customer there is no contact for your company customer service , a human body needs the job not a computer. Your service is horrible your contractors failed to show twice, total disrespect to the customer. Per Choice they can only send A&E akaSears emails. What happened to customer service, what kind of business are you all running? I will also post on The Better Business about your Company with no customer service standards, guidelines and respect. read more

Refused to ware a mask for COVID concerns for my 87yr old mother. tech s I'm not wearing a mask and left.

I give Sears Home Services NO stars because my dealings with them the past couple of years has been below par to say the least. There is no number during the day when your tech is due to come that you can call to talk to a person to resolve your problem only the automated system that hangs up on you and gives you no option to talk to a real person. In the last couple of years it has taken multiple visits to resolve my issues. with a window of 8am to 5 pm you get no top of the line curtesy if your appointment is a no show which has happened to me twice on this repair alone, no curtesy call to say they will not make it and no consultation on the reschedule of a new appointment. Also on one appointment I observed the tech taking pictures of the model plates of other appliances not covered under my warranty. I have requested several times not to be assigned a certain tech but every time I am assigned the same one. this brings me to today. My Friday appointment was a no show, rescheduled for today. I am last on the repair list and my time keeps getting moved to a later time. This is my 7th appointment for this issue, with 2 no shows, numerus complaints and a disassembled washing machine . This has been going on since my first request for service on Nov. 26 2023. I have called other repair services but they are reluctant to finish another company's work. This is to warn others of the horrible service and the inability to file a complaint or talk to someone to get a resolution. You can call after hours and play with the automated service to accidently find the right combination to talk to a person but they only offer sympathy all their reassurances do not get to the right people, hence always getting the same tech. Don't get the sears extended warranty it's not worth the paper it is printed on anymore, if by chance you do get the paperwork. read more

I have not had the use of my refrigerator since October of 2023. We have been buying ice and using coolers (we also had to buy) through the holidays to today. Sears has been replacing parts at least twice monthly since October and we still do not have a working refrigerator and its almost February. At what point is enough, enough. Customer service is the worst. I sometime spend an hour or more just trying to speak to someone. Sears also without notification, cancel appointments at the last minute. I am very, very disappointed and frustrated with the service and treatment we're receiving considering we've been loyal customers for more than 20 years. read more

Called at 9:00 a.m. to say he would be to me at 12:00. I texted and ask him to keep me informed of ETA, and he did not. Arrived at 2:20 with an attitude. Told me I was unkind because my dog barked at him. Said he couldn't do his job with her barking. I asked him about his late arrival time, and he didn't speak. My dog then was sniffing his leg, and he said, "I didn't come here to be sniffed." So I asked him to leave. On his way out I asked him if there's a number I can call to get a human at Sears Service. He didn't speak. He was non-communicative, arrived with an attitude, was unfriendly and rude. And to think we had waited all day for that treatment. read more

My service was terrible. He proclaimed to be an expert. At some point you can consider yourself so good you no longer listen to the customer. I told him what caused the crack in my stove. He laughed. My son sat wet pot on a hot burner and it cracked. I continued to use the burner and it fail thru. He states we put something too heavy there. That was me continuing to use the burner. He was beyond being someone to reasoned with. He said he had 40 years of experience. Why' had he not received any customer service training. Days of talking down to customers is over. read more

We had 4 visits by technicians out to our house to repair our Samsung Refrigerator, first one ordered the wrong parts and misquoted us, $81 which changed to $800, which was reduced to around $400. The second one was the one that told us this and ordered the new parts and set up a new appt. The first tech came back to install the new parts and left after she could not get it working. She was sitting in the refrigerator to preform the work and cracked the water filter door, bent back interior panel, and melted the interior plastic and walked off with needed parts. The 4th tech came to repair the work done by the previous tech and found melted plastic and missing parts. After talking with his boss, he said they were going to replace our $3700 Samsung refrigerator and left, that was over a week ago and no one has contacted us. Every attempt to contact the company has only led to ignored calls. They were quick to get payment up front, are slow to provide support read more

Greg showed up earlier than expected and solved the issues with our A/C quickly and got it back to cooling!!

he was right on time, got straight to the problem and discussed my options I was very pleased.

We were extremely happy with the speed and professionalism of our Sears Repair man---he fixed our refrigerator ---and was extremely knowledgeable about any questions or concerns we had. Many thanks Sears! read more

The appointment was suppose to be a service appointment to look at the AC to see if it could be repaired even though your tech last year said it was not repairable. The Tech said he was here to review the other AC unit which I had been informed had already been approved for replacement and my account has been charged for my share of that replacement covered under the master protection agreement. He was schedule to be here on Thursday and after the time changing 6 times, it has reschedule for Friday where the time changed 3 times before he show up. I tried repeatedly to reach out to the person who scheduled the appointment and received no answer. THese two AC units were covered by Sears Master Protection Agreement for almost 20 years and I have been trying to get them repaired or replaced for almost a year now. The tech was polite and tried to be helpful but your system made that impossible. Sears was a US company, but now it is not. You can not get everyone to return phone calls, it is almost impossible to get someone to show up and when they do they are not prepared or authorized to perform what is needed. The only way I got some response was to write corporate. That is a very sad state of affairs that you have to go all the way to the top to get anyone to talk to you and then once then do they follow up is very poor, read more

The cost of repair was way out of line with what I thought it should have been. They wanted $462.00 to replace a $ 40.00 dollar part!! I don't think so..Scooter!!! read more

our technician was knowledgeable and kind. my two year old was interested in what he was working on and he was so sweet to him. 10/10

Way too much to just tell you what's wrong. Not worth it! Honestly could what they're going through a virtual platform for 1/4 the cost!

Technician Ronnie C. , on the 3rd visit was able to repair my parents' range. Sorry Ronnie, although you provided 100% A++ excellent and exceptional service, we have to rate this a 1 star. I hope this doesn't count against you Ronnie. I'd rate it a "0" if I could. My parents, who are in their 80's went 6 weeks without a working stove. The original technician ordered the wrong parts. Once the parts were delivered, another technician came out to install the parts, but they were the wrong parts. He ordered more parts and finally on the 3rd visit the technician was able to repair the stove. The contract states my parents were supposed to receive $50 when the technician wasn't able to repair the stove on the first visit. It wasn't until I read the contract and called in to file a claim that they were able to receive the $50. When I complained about how long the repair was taking I was referred to a website where I could file a claim for reimbursement for purchasing a small cooking appliance like an air fryer, toaster oven, crock pot, etc. After calling in again and speaking with 3 phone reps who all said they hadn't heard of this and said it didn't apply and that it was only for a replacement small appliance when an air conditioner or refrigerator wasn't working. EVEN THOUGH IT WAS RIGHT THERE ON THEIR WEBSITE THAT IS WAS FOR A REPLACEMENT SMALL APPLIANCE WHEN AN OVEN WASN'T WORKING AS WELL! When I finally reached a 4th phone rep who knew what I was talking about, he submitted the claim, which of course was quickly declined. Maybe if you have time to make 10 phone calls to customer service, or have time to wait from 8-5 pm for repair technicians to come to your home, or are happy with companies that don't honor their own policies, then you should have a Sears Protection Plan. read more

These Sears is not "Service" they are jacked-up from the 1st to the last of many phone calls. A -6 (Minus 6!) is close to appropriate! Horrible long wait with no refrig for a total of 2.5 weeks.....and still not repaired. read more

Everything turned out great. I was nervous at first because of the reviews I was reading but my service was pleasant. Mr Charles called me before the arrival time window and let me know he would be on his way. My stove wasn't working but it took him less than 30 minutes to get it up and running again. It still has issues with it which he need parts to fix but I'm just happy I can at least cook and not have to microwave or eat out until it is fully fixed. read more

company for repair. i never received updates on the status of my parts. i canceled my order and still haven't received my refund! i have called them everyday asking where is my refund with no help! i call them at least a dozen times a day. they won't let me speak with a manager or supervisor.i still haven't received my refund the agents keep lying about my refund. they wont let you speak to management. i need my money that is over $300 -dollars. does anyone know who i need call to get money!! read more

The phone system is horrible! People working there could care less!! Only redeeming quality about sears service is the technician Walt Sibelius. He's very knowledgeable and kind. When all others failed at fixing my appliance he comes in and saves the day. Please please please get rid of the call center based outside of the US! read more

I called Sears for a diagnois / repair to a Broan trashcompactor. Discussion was held with the person who answered the phone. Info provided included the .ake and the malfunction. I was told it would be 5 days before someone would be availae . The technician arrived, entered the home and sW the unit was Broan stated "we don't work on Broan" and walked out. The person doing the scheduling and dispatch doesnt know which appliances and brands thet do or don't work on ???? read more

The professional was just that professional.. He was great and courteous and explained steps of service saved tons of unnecessary stress and money and was careful to leave the area clean. Above & beyond.. thanks!! read more

First appointment was March 22. They came out 3 more times and were unable to repair the machine. They kept reordering the same parts and it didn't fix the problem. May 5th, parts came again. Cancelled service. We bought a new machine over the weekend. They do not perform repairs. The lady who came to service the machine tried to help. The man who came 2 times was rude and less than helpful. Wish I could give zero stars. read more

you don't have a zero rating, but that is what I give Sears ZERO, my icemaker is not working, the repairman arrived 8 days after my call and said the part for repair would have to be ordered and sent to me, the part came in 3 days and yet I had to wait a week for the repair tech to arrive, the icemaker was changed and $500.00 paid for repair and service. the repair did not fix the problem and now I have to wait 2 weeks before I can get another appointment to see what's wrong with the first fix, if I.ve paid for a repair why should I have to wait for another two weeks to have my problem corrected? if they have to get another part I'll have to wait for that and then wait for the first available service date and there is no telling how long that will take and if the repair will be done right read more

Disappointed in the wait time. During the booking process the website stated that my appointment was between 1-5 and the tech would get in touch with me to let me know what time he would be coming so I didn't have to wait the full 4 hours. I waited until 4 pm with no communication whatsoever. It was only when I called customer service that I got a call that he was 20 minutes out. There's a big difference between a tech calling when they are on the way and a tech calling at the start of the appointment window to give a more specific time frame. The site makes it seem like you won't be stuck waiting but the bait and switch is that the tech only calls when on the way. And you still end up waiting. Won't book Sears again. The tech was very nice and helpful. Just wish he didn't work for Sears read more

30 BUSINESS DAYS FOR REFUND OF SERVICE NEVER RECEIVED!!! This is by far the worst customer service you will ever experience! We had someone out to repair our dryer on a Monday. She found the problem, "ordered the part" and scheduled a repair appointment for that Friday. On Thursday I received an email that my appointment had been pushed to the following Monday (now an entire week without a working dryer). A few hours later, I received an email that it was pushed another 10 days. At this point, nobody at Sears cared to pick up the phone and explain any of this. Instead, I have to call and they tell me it's because they don't see information for the part and will order it. I tell them to cancel the appointment, refund the money that I prepaid and let's walk away from this horrible experience. They told me it was canceled and then parts show up at my house a few days later. I call about the refund and they say I need to ship the parts back to get the refund even though 65% of the payment was labor which I never received. Anyway, I ship immediately and the parts were delivered back to Sears Friday. I sent an email and called to ask for a status update on my refund and after sitting on hold for 26 minutes, the agent tells me she will put in a ticket for a refund (thought that would be done when they said it would and when I shipped the parts back). She said someone would call me in "no more than 3 hours." Obviously, because it's Sears and this is their MO for customer service, nobody called. I called them again and the agent told me the "refund investigation" was started July 8 and that the investigation process would be 7-10 business days and then the refund would be 20 business days. I asked and he confirmed that they will be holding the money for a service I did NOT receive (and requested to cancel) for 30 business days because that's their policy. BEWARE!!! read more

Where to begin.. Firstly, my appointment time was between 1-5pm and I was told that I would receive a text or call when my technician was on his way. Not only did I not receive a text or call, but my technician showed up at 5:45pm. From the beginning, he seemed to be clueless about why my refrigerator was no longer cooling (I thought would be a common issue). He called another technician over speaker phone and they went on an 8 minute conversation about "Texas night life". They care to the conclusion that my compressor was broken and would cost around $900 to fix. I called Sears while the technician was there to find out if my refrigerator was under warranty, the woman on the phone said it was for a year. I pulled out the handbook of the refrigerator and to my surprise on the second page it stated the compressor was covered for 10 years. I call them back and of course no one has any idea what I'm talking about so they refer me to Kenmore, the lady from kenmore was able to clarify what the handbook was stating and informed the technician at my house that the compressor was covered. Not even 10 mins later, the story changed to it now being a new part that wouldn't be covered in the warranty. This technician spent most of his time out by his van than he did in my house and also asking for pizza and water. He was at my house with me and my infant son ALONE for 4 hours and NOTHING was fixed! He continued on to tell me about how much he hates his job and the long hours and he is struggling with rent and he is planning to quit after Christmas. Are you kidding me?! He decided he was done for the night and would be back in the morning at 9am. The next day, at 9:45 am, I call to find out the ETA of the technician and found out he actually CALLED OUT SICK! And that my appt was rescheduled for 10 days later! Unbelievable! I called and talked to 3 supervisors, none of which had any care of the situation or unprofessionalism I dealt with the night prior! Because the appt was pushed out further I had to throw over $200 worth of groceries away and had to buy a mini fridge in order to keep my child's milk cold. I called 4 different other companies in hopes of finding someone else to fix my issues however, because the refrigerator is only 4 years old and is a Kenmore LG, no other companies were able to help. I am unfortunately stuck with dealing with sears. In the future, I will never deal with sears or buy a kenmore appliance ever again. Absolutely terrible! read more

Unacceptable Service diagnostics was incorrect. $410 and 23 days later I am still trying to get a service call. Twice they cancelled my return appointment due to technicians calling off sick. Funny how that works if you have already paid. Seems they have a series epidemic at the local Sears service center. Maybe I should call the Centers for Disease Control read more