The tech was very professional, courteous and knowledgeable it was a pleasure having him fix my heater thank you Sears

Kory tried to fix my furnace but was not able to complete the job. I don't fault him but my equipment

The issue was not resolved on the first appointment. So I went through my warranty company to have them schedule a return appointment. it was scheduled for Feb 13th. We waited all day kept getting updates from your website and no one showed up. The last estimated arrival on the website was 6:15 pm, over and hour past the 5:00 pm window but we waited anyway. At 7:00 pm we finally gave up. After the no show I contacted my warranty company again it took almost a week to get a 3rd appointment scheduled. When the technician showed up he was 2 hours later than the estimated time. since the issue now only occurs occasionally he had no resolution for us And left without ficing anything. I will NOT ever use Sears again and will ask my warranty company to not allow them to take any future repairs for me. read more

The repairman was polite but his parts installation work on our dryer was not good. The dryer runs but makes a thumping noise and an off odor is emitted, probably from dust and lint he did not clean out when he opened the panel. Can't get anyone else out to fix this for another 11 days...not acceptible. read more

Highly disappointed, he didn't even look at the range. Then gave me some ridiculous repair cost and then said it would be cheaper to buy a new one. So there's $135.00 down the drain for the EXPERT service call. read more

Eathan the tech was super firendly and helpful, I'm not trying to blame him. But I ran the dishwasher and it leaked everywhere making a huge mess. Please help. read more

There is still something wrong with the microwave. There are wires sticking out from behind a panel. This is the third or fourth attempt to repair the issue, I've lost count at this point. read more

Khanh was awesome! I had several different issues with my stackable washer and dryer that he was able to sort out. I really appreciated his explanations of why certain things were happening and a few solutions I can try on my own if something happens in the future. He was very kind and courteous of my home. He went above and beyond for my repair today! I really appreciated it! read more

The technician was great, HOWEVER, the company itself was a major disaster. From multiple no call, no shows to incredibly poor service and phone etiquette, it took over 8 weeks for this very simple repair on my dishwasher. if you want to speak to anyone in scheduling, forget about it. They have a death spiral of a phone system that never connects you to a person in the United States. They lie about communication and flat out ignore you. Run far, far away.... read more

My home warranty assigned them to fix our washer, and the technician that went out did not read/was told our previous notes, so he didn't even attempt to install the part that Sears ordered. This part was ordered because Sears said it was needed to fix the washer, but this new technician said it was a different part that was needed and didn't try to install the one they said would fix it. read more

Dimitri was very pleasant and personable. However, the machine is still broken. He did not stick around long enough to put it through all the cycles to make sure that it was working properly. read more

Customer service explained that if I made an appointment, I could sign up with the technician day of service, and my repai cost would be the $100 deductible as long as I pay $50 for at least a year well $189 later the cost would be $1,395 no repairs done(part would need to be order) dryer was cleaned although tech didn't really want to he was ready to get to the next 9 appointments. 45 minutes, wait to have another customer service rep tell I would get $100 off the repairs, and in 30 days, I would be able to use the service plan. Missing a half day to get nothing accomplished except except for learning sears is also not a reputable company anymore. The customer service rep was so busy trying to sell me so many other things that he never actually listened or heard what I needed. It's amazing people can be paid for showing up and barely doing anything..extremely disappointed with the poor customer service and tech training and just sears as a company. I thought they would do/be better, I would not recommend this company or it's services to anyone. read more

The tech Cheryl was friendly and knowledgeable. Fixed the dryer problem without overcharging.

DO NOT purchase the Sears Home Warranty insurance or engage in this business because they have shady practices. When you try to call in to the call center or ask the technicians if you can speak to a supervisor "I am unable to do that" is what you will hear. There's also no corporate contact information on their website or on Google to notify them of the shady practices that are going on. They also do not send smiley faces in bright blue shirts to your house. It's more like contractors with low moral who could care less if the service gets done or not. Each time they come they can't fix it but they disassemble it more and more to make it look like they've done something so they can get paid. The last tech "Eric" if that was his name said that he would have his supervisor call us, that was last week and we have yet to receive a call. When I tried calling the call center almost a month ago they did the same thing. Point is hopefully the BBB will be able to help at this point because you can't even get a hold of a supervisor. read more

We were originally booked with a service provider that had gone out of business. We then spent a MONTH being run around the Sears online systems and chatting online with clueless customer support reps that kept "escalating" to non-existent upper levels because "the service provider MUST cancel the order before we can proceed". We were NEVER allowed to physically speak with a human. So, being forced to dodge the system, we booked a non-warranty covered service call. Justin showed up and with a single phone call, switched it back to a warranty service call, and then replaced the $1.00 fuse to repair our dryer. A huge thanks to Justin. He should charge Sears a $500/hour consulting fee to educate their company on proper customer service techniques. read more

I hired SEARS Appliance Repair to fix a loud banging noise in my refigerator. The repair technician diagnosed the problem but was wrong! They had me sign a contract before starting any work that said the repair would be done with parts and labor for $385.00. I agreed to pay that and did. Then they said I had to pay $113.00 more for the correct parts which I did even though they had said ALL REPAIR AND PARTS had been paid for. The problem was not fixed at all! I hired a different repairman to look at the problem. He showed me the problem which was not the diagnoses given by SEARS. He recommended not repairing the problem because there was only a 50% chance it would work and recommended buying a new refrigerator as the fix would be more than the price of new! He charged $75.00 for the right diagnoses. He does not sell new refrigerators. SEARS refused a refund because they say the repair was done as the contract stated even though there was no repair. DO NOT USE SEARS FOR APPLIANCE REPAIR! They do not know what they are doing! read more

The technician arrived to repair our dryer. He was fine, and correctly (I think) diagnosed the problem. We needed to have parts ordered and have the technician return, so scheduled a follow up appointment. We received the parts in the mail, but no technician arrived for that appointment, and when I called, I went through a convoluted phone menu to finally speak to a person who then put me through, not to a person, but an automated system, which sent me a link to a "Page Not Found" Sears page. I called again and rescheduled the appointment, and again got a link texted to a "Page Not Found" webpage. Again, no technician showed. I went through a different menu system (you have to choose "new repair" to speak to anyone) who assured me he would transfer me to a person who could help, but instead kicked me back into the system that again sent me a link to a "Page Not Found" webpage. Our dryer, obviously, has still not been repaired. Value = 0 read more

Service tech questionable, value for service and pricing extremely outrageously out of proportion. "Over Priced for Parts & Labor"! Sorry to say a D+ Thank you for posting review. read more

your service not good they not show on my home and they give to them wrong information to the First American home warranty

the tech was very nice and communicated really well about what the issue was. he fixed everything in about 30 minutes

My service was horrible! Initally, I had to wait two weeks for a service call. Okay, you all are busy--understood. Then, I got several confirmation notices that my service would be on a certain day. That day came and NO repair person showed up. I called and was told that the repair person's truck broke down that morning. Okay, it happens. (Yet, when the repair person came he said his truck broke down on the previous Friday, four days earlier-- who's telling the truth? So if they knew they had truck issues, then why couldn't they have foreseen a scheduling issue.) However, then I was told by the service center that it would be two weeks before I could get another appointment. When I asked WHY, I was told there are many other people who have scheduled appointments. I said but MY appointment is before those for the next two weeks, so why wouldn't I get my service done if I was on the list before all the others that were scheduled after mine. I pushed the issue, and asked for a manager. I spoke with a nice lady who somehow helped me to get an appointment for the following day. THANK YOU TO HER. The repair person who came out the next day was less than helpful. He said that it was simply a clogged filter, however, when he pulled out the filter he said it wasn't that bad. I told him that I thought it was maybe the pump or motor, although I also said, "But I know I am not a repair person, I just know that it is not pumping out the water." I asked him to run a full cycle so I could show him that it does not pump out all the water. He gave me ATTITUDE and said something like, "If I had to stay and watch a full load with every customer I had, then I would not get home until 7-8:00 at night, I just can't do that!" I mentioned that the Sears Service advertisement says that repair people will stay to make sure the repair is complete (or something like that). I threatened him with a very poor service review if he did not run a cycle. Well, reluctantly, he ran a short spin and drain cycle (9 or 11 min). As we were both watching the machine complete this cycle, I kept telling him that the machine was still not draining as quickly as it should, AND that the "motor sound" did not even sound the same as it usually does. It was not spinning or draining correctly in my opinion. I know what it usually sounds like. He disregarded me completely, and said it would be fine. I paid my $139 and he went on his way. WELL, two hours later I ran an average size load and OF COURSE IT DID NOT DRAIN. In fact, the water level this time was clear up to the window of my front loading machine, which was even more that the previous times. Who trained this service person? ETHAN was not a service person I would allow in my house ever again, nor should he be allowed to work in anyone's house if he does not know how to COMPLETE a service call. So sad, but I will NEVER use Sears Repair Service EVER AGAIN, even though I have been a customer for 20 years plus! The number of phone calls I had to make for this one service was ridiculous. HOWEVER, great news! I called a different repair company, and they were able to send a repair person out the next morning. This repair person immediately determined that the pump was not working, and he ordered the part that day. Imagine-- a repair person that knows what to do. Isn't that what you want when you have a repair need? Need a repair? Call anyone else but Sears! read more

Sears sent tech to fix ice maker in my Whirlpool fridge, bought at Sears , 2 weeks after I sent in request . The appliance repair person they sent did not know what they were doing and the next day I had water dripping and pooling in fridge and no ice and terrible noise coming from ice maker. I sent chat and was informed I would have to wait another week. They then tried to send the same tech. I had to wait 2 more weeks and was told still no other service tech. I asked for refund on the 333.00 I paid. I was told I could get less then 1/2 back because the rest was diagnostic fee. However my receipt said diagnostic fee waived. I am still waiting for my refund. Do not use Sears appliance repair. They stink. So sad for what used to be a good company but we will never use Sears for anything again read more

The worst customer service. They lie and play games with you and no opportunities to talk to a person. They don't show up and will give you all the excuses on the books and apologize like crazy and they will do the same thing. I wouldn't recommend anyone to go to sears home services they are worthless. I wish there is an option to give zero start read more

I am so sad to see how low Sears has sunk in the past years. I have a warranty on my dishwasher. I have been calling since early May. It is now July. While I was on hold waiting for an appointment they tried to sell me more insurance on other appliances. Then they came back to say they had no repair people in my area and it was my job to find one and give them the estimate. I did. He said the unit was a piece of garbage and charged me $85 which they eventually refunded me. He also warned me it takes them months to get parts. They then said they sent out a repair person. I waited all day and no one came. When I called they said he did come to my house. They later admitted they had no proof he did. Of course not because he didn't. then they sent another repair guy. He also said it would be a long time before I would ever see the part. That was June 14th. It is now July 3rd and all I get is a site that says the piece is backordered. I am trying to sell my house with a broken down junkie Kenmore dishwasher from Sears that doesn't work. It's just a con game to sell warranties they never deliver on. Beware!! read more

Repair person called left message 5 minutes out. I called back 30 minutes later, no answer and no return call after leaving message. No return call for sears or the repair person Chris. Would not reccommed. read more

Sears delivered our new Kenmore washer & dryer on 6/17/19. The delivery is a subcontractor to Sears. The washer was never leveled and the dryer vent was incorrectly installed so that the "check vent" light comes on. We have been met with failure to show to repair the incorrect installation with failures to get hold of anyone saying their system is "updating" and now a 2nd failure to show up to repair their delivery person incorrect installation. DONT BUY FROM SEARS! read more

They're awful, just absolutely awful. Arguably the worst customer experience I've ever had. The water dispenser on my Kenmore fridge started failing so I called Sears repair in mid-February to have it fixed. They sent a technician to inspect. He seemed nice enough and said he diagnosed the problem, saying it was a failing valve (I also had a cracked door bin and broken handle on the ice box door). He scheduled a time to come back on March 9th and charged me nearly $800.00 in advance for the repair even though the work wouldn't be done until March 9th, saying he ordered the parts and they should arrive before March 9th. He left but forgot to turn the valve for the water dispenser back on, so I had to pull the fridge back out myself to turn the valve back on so I could at least have some water coming out. Since then and after 5 calls to Sears, I've just been put through an endless loop of black holes on phone numbers that lead to nowhere as I am trying to get one of the parts, the door bin, replaced because the one they sent me arrived broken. So, long story short -- and after endless time on the phone trying to get this resolved through their archaic, black-hole phone system that leads nowhere -- I am out nearly $800.00, still have a water dispenser on my Kenmore fridge that is malfunctioning, I have a broken door bin they sent me and they won't send me a new one, and an ice box door that has yet to arrive. I've had frustrating customer service experiences in the past -- as well all have -- but this one is right at the top for being worst or at least tied for the worst. read more

I have wasted 1 month and probably 7 hours of being on hold over the past couple weeks. Our oven broke on 6/21 and we have had missed appointments and been told over and over again that we have been refered to the overflow department and gotten 0 responses. We are so fed up we are contacting our own repair guy to fix our apliance and expecting a full refund from sears. NEVER GET THEIR SERVICES THEY ARE TERRIBLE. read more

If I could give no stars I would. Booked a remodel- wet bar in my basement, paid the 1/3 deposit. The measuring guy had to come out twice. Then, they told me plumbing wasn't included but in my quote it was written as plain as day. After nearly a month they told me they can't put in the wet bar but would proceed with everything else. I kindly told them that without a sink it really was t a wet bar and to cancel the order and refund my money. Well 10 days later I'm still waiting for the refund and nobody there will return my call. read more

I used to really like the service agreement/ master protection service plan but in seems the customer service has gone way down hill!! I lived just outside of Denver,, Co and Back in January I had a made a repair call for my broken trash compactor. 3 different times I got rescheduled due to "Weather conditions" but all those times it hadn't snowed for multiple days and roads were completely dry. Because my trash compact was broken and couldn't open, my whole house smelled like rotting food, for over a month!! Fast forward to today, I was scheduled for my refrigerator to be fixed. My appointment was made 6 weeks ago and since my fridge isn't working, I've been living out of a cooler to store my food. After taking work off for today, I get a text message saying I've been rescheduled another 3 weeks out due to me supposedly "requesting" a different technician come to my house. THAT IS ABSOLUTELY NOT TRUE!!! As stated, I've been living out of a cooler for 6 weeks, so I definitely wouldn't have made that request. A good friend and former employee told me that if the technician doesn't feel like showing up, all they have to do is put in their computer that "the customer requests a different technician" and they don't have to show up. I have called customer service and they are of no help. When I ask to talk to a manager, they say they can't connect me. When I ask for the technician's number or the technician's office, they can't connect me. So all in all, if the technician doesn't feel like showing up, they can make up lies, with no proof and change your appointment! On top of that, your out money in lost wages!! I make $250-300 a day, so just this year in rescheduled appointments, I'm out a minimum of $1,000! STAY FAR, FAR AWAY FOR SEARS AND THEIR SERVICE AGREEMENT/ MASTER PROTECTION PLAN!! read more

I guess the only thing we can say is DON'T BUY APPLIANCES FROM SEARS if you want any kind of customer service. There is NO ownership of issues, you are referred to multiple phone numbers (and no one on the line knows what is going on), and they install shoddy products. We had to have them come out to find a DENTED microwave was installed in a brand new home. My husband went to the builder and got a new one and put it in himself instead of going through the Mickey Mouse calls that now is Sears trademark. Kind of sad really because they used to be known for great service, but no longer. read more

Never again will I do business with Sears. My garage door opener stopped working, so I called Sears to come and look at it. On my email confirmation it says if I do not accept the work, I will receive a coupon for all or most of the expense, so I figured might as well. The technician arrived and did not have a ladder. I had to sign my name 5-6 times on his pad and it still did not work. Then I never received my coupon. Upon multiple conversations with them, I was finally told it is a 10% off coupon. Well that is not what it said, but that is what they are offering. A long time loyal Sears and Craftsman client is lost due to horrible, and I mean horrible customer service. No wonder the company is going out of business. Couldnt happen fast enough in my book. read more

I called Franks appliance for my dryer issue. It ended up being an electrical problem. They charged $80 for a service call. SAVE YOUR MONEY and call Our Family Appliance at 719-345-4247!!! You won't regret it:) read more

Made the mistake of buying an LG Refrigerator and coil defroster AND ice/water dispenser all quit right at 5-year-mark (have two old Frigidaires that are 15 years old and still work). Anyway, no one would work on it except Sears. Labor was reasonable but parts were not (LG sets price so I can't get mad at Sears). Technician was friendly and knowledgeable (had to make two trips from Colorado Springs to make repairs ... first one to diagnose problems and second to affect repairs once parts arrived). Appears many here had a bad experience but my technician didn't stand-me-up and at least he repaired my refrigerator (as opposed to all other repair outlets who wanted nothing to do with it). read more

We had our fridge break down and was still under warranty. It took Sears two months to get a repair person to come fix the fridge. We had to buy a whole new one to get by... We will never step into a Sears again. You will love this, Sears even offered to give us back our money for the warranty... Why the heck would you by a warranty if they say we can't come out and repair, we will just give you back your money.... Very disappointed in Sears... read more

I scheduled a repair appointment for my Kenmore Elite front load washer. The first available appointment was two weeks out. My first thought was that if Sears has to schedule repair appointments for two weeks out, there must be a lot of their products that break and need repair. I patiently waited for my repair date and no one showed. When I called to find out what was going on, I was told their "system was down." I never got an answer as to why my appointment was ignored. Sears then had the audacity to email me regarding my satisfaction with their [non]service and later called to reschedule the appointment. I didn't take the bait. Why would anyone want to reschedule a service appointment with them given the previous experience? Why would I wait another two weeks only to have them no-show once again? Not only will I not use Sears for any appliance or home repairs, but I will not purchase Kenmore appliances ever again. I remember when Kenmore appliances would last a decade or more, but now they're almost disposable and clearly unreliable. No wonder Sears is at serious risk of bankruptcy. Maybe it's time for this chain to go away once and for all. They aren't the company they once were. read more

Ordering on line and picking up in store is great; however, Sears has changed their hours for PartsDirect and now they are closed on Sunday and only open minimal hours during the weekdays. This makes it somewhat inconvenient and defeats the benefit when you can't get there during these restricted hours. My suggestion would be that if sears needs/wants to restrict the hours for this service, they should accommodate the majority of their customers who quite frankly have a hard time getting their during "normal business" hours since most people work during the day on most weekdays. Saturday and Sunday would be more convenient( however this is the time they are now closed. read more

So a month after my washing machine broke down it is finally fixed. The Sears technicians are great. The way Sears schedules appointments is a nightmare. When my washer broke down the earliest appointment I could get was one week out. Sears then sent that technician to my house 2 hours earlier than my 1-5 appointment window. Then I had to wait another week for a rescheduled appointment. My washer needed parts which had to be shipped. The earliest appointment I could get was two weeks after the the parts were ordered. So I went a month without a washer. Prior to this I had a service appointment that Sears dropped and a similar delay in getting my dishwasher repaired. Everything about them was great EXCEPT that they had no concern for my time. My extended warranty expires next July. After that I will never again use Sears Home Services. read more

They say their service department program is down. it has been down for10 days as of now!!!! I had an appointment last Tuesday no one showed up no one called me! I need my dishwasher repaired and my air conditioner looked at!!!! I bought a protection agreement on 10 appliances and now i can't get service! I am starting to wonder if they are lying to us and that they may have shut the service dept. down permanently!!!! I have never ever heard of a program being shut down for 10 plus days! VERY SUSPICIOUS! Loosing faith in Sears! I need my appliances fixed NOW!!!! After paying sears for a protection agreement do i have to call someone else and pay out of pocket to get my appliances fixed??????? I can not wait much longer! Sears has some explaining to do!!!!!!! read more

I purchased a Kenmore Elite fridge/freezer (model #795.71602.012/serial #211KR01177) from Sears along with a Master protection plan 4 years ago. My fridge and freezer stopped working on September 11th 2017 and is still covered under the Master Protection plan. Sears was originally scheduled to come diagnose the issue on September 28th. I then received a call asking me to reschedule this appointment because they did not have a technician available. My appointment was rescheduled for October 5th. Upon taking the day off of work to wait for the technician I received an email from sears, after the appointment window, asking me to call to reschedule the appointment. Apparently, they had over booked and were unable to get to my house on that day. I was upset to say the least as it had now been almost 4 weeks. My appointment was rescheduled for October 18th. The repair man did show up, but was unable to fix the fridge. He ordered the 3 components needed to fix the fridge and freezer and rescheduled me for October 30th for install. I received yet another email from sears on October 20th stating that they had overbooked and my appointment needed to be rescheduled. We were then at 6 weeks without a working fridge or freezer. My appointment was rescheduled for November 2nd and the technician did arrive, two hours late, (assuming he was over booked) and began the process of "rebuilding" my Kenmore fridge and freezer which took 4 hours. The technician was very kind and knew what he was doing but he basically rebuilt the whole thing. It was a non-economical repair. He told me to call in the morning if it was not cold. Today is November 3rd. I still do not have a working Kenmore fridge or freezer. It has been 8 weeks. Upon calling today I was scheduled for another diagnostic appointment on November 17th. That date is 10 weeks from the time my Kenmore fridge and freezer stopped working. There seems to be no remedy for this situation and I am being cheated. Sears offers solutions that are not sufficient solutions. 1) Get a mini fridge - This works to keep milk and eggs and family medication, but not food for a family of 5 (two family members are on prescriptions that require refrigeration). 2) Get a rental - Sears reimburses for a rental fridge from an approved vendor which you first have to obtain pre-approval to qualify for this option and they do not cover any of the costs associated with delivery, moving old unit out, installation of rental unit, uninstall of rental unit, and moving the old unit in again. This costs more than the rental itself. 3) Have a non-sears tech come diagnose - would be a good option if you then didn't have to wait for a sears technician to come verify what the non-sears technician found and hope that they reimburse you, which at this rate I don't believe they would due to the lack of follow through on all other promises. My protection plan states that repairs should be made in a timely manner. I do not believe 10 weeks, well over two months is a timely manner. My protection plan states that there is a "no lemon guarantee" in which my appliance must fail 4 times in a 12-month period of time. I believe this is fraudulent and a misrepresentation of service because I can't even get them to come out and fix it once within a 3-month period of time. I have called and spoken to a manager on every occasion and was told that if my Kenmore fridge/freezer issue was unresolved then my unit would be replaced. Upon speaking to a manager today, I was told that is not the case and I will just have to continue to wait. I was told that parts in my Kenmore Fridge/freezer were manufactured by L.G. and there has been a known issue/defect with these Kenmore fridge/freezer, yet they don't have a part supplier in Colorado at all. I have been told I am in an area that doesn't have good service coverage and not enough Technicians. At this point I have lost all faith in Sears and Kenmore and I will let everyone know not to purchase from sears or purchase a Kenmore brand appliance. I have contacted the better business bureau and plan to go public with my story to help other families not find themselves in this same position. Protection plans should protect you. When you figure the cost of lost wages from missing work to have the technician not show up, the cost of ice, buying food daily, school lunches that would normally be made at home and gas to the store daily, it seems silly to have paid for a protection plan that DOES NOT protect you. My Master protection plan expires in the middle of 2018 and I believe they are trying to push the issue out until it expires. They have already mentioned that I may want to renew it for an additional cost. They have even gone as far as trying to upsell me on a home warranty during this frustrating and inexcusable escapade. This is just another example of a company that upsells a "protection plan" and does everything in their power to avoid honoring the warranty. read more