The work Pablo did was good and efficient. However, although I scheduled the repair service between 8:00am and 12:00pm, he decided to show up at 1:30pm. Since the repair and the dryer cleaning/maintenance took time, he finished around 3:30pm, making me around 4 hours late for work. He explained that he had decided to do my job later in the day because it was easier for him to get home at the end of his shift. Thanks for the repair, Sears Home Services, but I will probably not use your service again. read more

He was great . He couldn't fix the whole problem but he researched and kept trying til he could do any more. Very respectful and explained anything I asked about. Good man. read more

I had to ask him to diagnose my unit fully before he referred what needed to be fixed, also no communication between the technician and the customer after trouble shooting and determining what the problem was, I had to call him to get any information after he left the jobsite.. read more

I requested service on a dryer. The timer was malfunctioning. The appointment was from 8-5 on a Monday for an evaluation. The website kept giving me a time which was updated and the tech arrived seriously after the time. He made the same diagnosis. I gave approval to order the part. The part was delivered on Friday and thought the automated system the tech was scheduled to install on Saturday again with an 8-5 window. I am writing this at 7PM with no notification as to why the tech was not out here no an update to the website. I would have been better off given the repair cost and my time and aggravation to purchase a new unit. Never again for Sears. read more

The service appointments times kept changing. The first appointment was cancelled and I had no way to communicate with the company. They gave me another service date only for it to change. I felt captive waiting for the time as the time changed several times during the day the tech showed up. The tech was able to diagnose the problem but had to submit it to the warranty company. I was not told what was wrong with the freezer by the tech. No one told me that the ordered parts were being delivered to my home. When I called Sears home services I had to go through several phone consultants to get to the right person to let them know the parts were delivered. This was very frustrating. I will not use this company if I'm paying my own money. Techs were good but the communicating with someone within the company was not very amiable. read more

He never came to service our home! Received an invoice for no service What the EK Tried calling with no success. Tracking said he was on his way never showed up to serivice the washer. Quite disappointed in this company they get a zero from me. Cannot trust them. read more

I think you guy do a great job as far as your techs go. Those guys know their stuff quick, honest and to the point great guys. But try calling you guys to ask a question you suck period Do your failing business a favor hire someone to answer the phone and say hello theres still way to many of us boomers left in the world man greet people spend a buck to make a few right wtf your almost there. Anyways goodluck thanks for finally fixin the stove lol. P.S Give Matthew a Raise ! read more

Ryan is awesome. He is very knowledgeable and completely explains everything. He has been to my home a few times and is always kind and courteous. I have no complaints about Ryan at all. My beef is with the process of scheduling and contacting Sears Service. This is right down the most frustrating organization I have ever dealt with. I have had issues with the customer service and with the financial side, Cinch! I have been a long time customer with the Service Warranty and almost every time I call I have some sort of issue. There have been times my payments were taken in error, not taken at all and I got a late notice or I have been told I don't even have a policy! Absurd! Very unorganized and sometimes even unprofessional individuals I have communicated on the phone. This is an area of your business that must be improved as I know there are several others who have had similar experiences and unhappy customers don't tend to stay with companies with this type of customer service. read more

The technician arrived and left within a half hour. It was a very efficient visit. Fixed the issue and my oven works again. Thanks!!

Service was excellent, just very expensive. Otherwise would have been 5 stars. Technician was great!!

This has been one of my worst customer service experiences ever! I made an appointment to have my stand alone ice maker repaired, technician showed up in time window, virtual assistant kept me updated. Diagnosed I needed a new compressor, part had to be ordered. (Appt #1). I've spent $700.00 at this point. Part arrived, technician returned installed new compressor. (Appt. #2) Ice maker still does not work. Called to get a new appointment, which is entirely managed by a virtual assistant, which is great and simple as long as you only need to make an appointment, NOT if there is a single issue. Appt #3 is now scheduled for the following day 1-5pm. Received updates throughout the day and the expected time got later and later. Eventually they just cancelled and rescheduled for the following day, of course you're at their mercy and can't leave home or do anything expecting them. Appt #4 is now scheduled for today and I received a text message that I requested to reschedule again for the following day. I DID NOT MAKE THIS REQUEST! So, I've been held hostage the majority of the day today, and barring any other of their (insert foul word here) ups, I will be held hostage again tomorrow for appt #5. I will NEVER use their service again, and would strongly advise others against it as well. I've spent entirely too much time on the phone trying to get this issue resolved, and there aren't any humans, and their customer service AI does not give you an option to speak someone, or an option for a problem or issue. NEVER NEVER NEVER again. read more

Never again. Needed a refrigerator fixed and they scheduled a 8 hour window 8 AM to 5PM. Around 2 the tech calls and leaves a message (private number so dont know who is calling) saying that something came up and had to reschedule. It happens I understand. Then i get notified via a text message that at 2:41 PM the tech knocked on our door but we were not around and so we have to call and reschedule. They even sent a picture of the front of our house. Thing is that the photo was off Google Earth from 2019 and the house does not look the same anymore. It is amazing the extent this company goes to to cover up. Try talking and getting mad at some customer service grunt in a foreign country. Anyway rescheduled (silly me) for a couple of days out and after a 7 hour wait they are now rescheduling a week out. I will be looking elsewhere. read more

I would leave zero starts if possible. They were assigned by my home warranty company for a refrigerator repair. They couldn't get parts and wouldn't talk to refrigerator manufacturer to get the part that was under warranty. There was absolutely no was to reach anyone by phone with questions. Absolute no communication. Avoid. read more

Quoted time is 8am-5pm. for most people, that's an entire work day! Recived a text the morning of that states eta was 845. I called at 1030 and was told they could not give me time of arrival and would have someone call me in the way. again- not helpful as still no anticipated time. received call about 15-20 min later stating they are on way and would be there in 30. was explained the cost of diagnostic fee and can only take check or Mastercard and visa. $400 later to repair drum on dryer- they had to manually enter my credit card on the workers phone ??? for a company large like sears- would expect something to be able to swipe or tap- seemed a bit sketchy. as far as repair- so far so good for $400! read more

As soon as it was "fixed" the technician started a cycle and left. It started leaking immediately and despite another cycle, it ran into the same issues. read more

This is the 2nd time needing the freezer portion of my Samsung refrigerator fixed and I just purchased it in July 2023.! Sears stated that it was an all day appointment, as the Technician could arrive anytime between 8a-5p, so I had to take the ENTIRE day off from work to wait for the Technician to come and try to repair it!!! Technician never called or showed as scheduled! Technician falsely reported that he showed up for the appointment to fix my freezer but I declined service!! What kind of service is this??!! read more

Huston the Service tech was great. The problem was scheduling. I waited all day for the first appointment and it was a no show( different service tech). It would be good if you could at least give a four hour window instead of eight. Had to wait until Tuesday the following week for the next visit. It would also be helpful and professional if your service techs were provided brochures on your service insurance program( similar to Allstate brochures available in appliance outlets). Huston gets 5 stars, Sears gets three. read more

The tech was great. However scheduling was a nightmare and it took nearly 4 weeks for our dryer to get fixed. Sears automated call system made it impossible to speak to someone to get everything aligned. They didn't have our payment populated for one visit and so he came out to our home and couldn't fix the dryer due to that. read more

Abib did an awesome job. Very thorough. Answered my questions and explained everything. Very personable and helpful.

my wash machine is still not working. the technician came last week looked at it ordere a a part. It was shipped to my home. he returned a week later, installed the part. Signed off and my washer is still not working. read more

Tech didn't test washer thoroughly and it is still having issues. They came out to repair a broken spring in the suspension and ran it with no load for a few minutes and deemed it fixed. It is now having more issues. read more

I will NEVER call your company for a repair again. No wonder Sears is a failing company. Wanting to charge $285.00 labor for a 5 minute lid switch replacement job? You're nothing but a bunch of crooks. Not only will I never call your company again but I will tell EVERYONE I know to not call you. Social media is good place to start. I really doubt if you will have the guts to post this review. Do I have any more to add you ask? I have plenty but I'll save it for all the people I'm going to tell about this read more

The service was terrible, the person arrived with a very bad attitude, he got even more upset when I kindly asked him to put on the shoe covers to go up because there is a carpet. He practically didn't even see the washing machine and told me that he had a programming problem that cost $650 to fix it, the same NEW washing machine costs $548. read more

Find the root of the problem the first time and track your orders. Both cost me more time without a washer.

The workmanship was fine, the wait for it to come together needs improvement. Installing the needed component didn't take long.

The 2nd service technician was very knowledgeable and fixed my refrigerator; however he broke my refrigerator's water line causing it to spray water for 5 to 6 minutes causing water damage in several areas; to get a customer service manager of service manager to call you back is impossible if something goes wrong and he did not have the parts to fix my water line making me hire a plumber. read more

NOTE: We are painfully aware that Sears is in financial difficulty and has little impetus to "do right" by us, by we are at the end of our rope. We have a home warranty with Sears. Our refrigerator, the largest Kenmore produces: Kenmore Elite 31 cu ft. French Door Model number 79572099310. Purchased 6/18/2013. Delivered 6/20/2013, cost = $2,499.99 with $69.00 delivery and $10.00 haul away fees. Serial number: 304KR00123 Service Order Number: 40494653, second number: 0008409 given 1/28/18 HERE IS OUR SAGA WITH SO-CALLED "SEARS SERVICE": The refrigerator stopped cooling the first week of December, 2017. We called them on December 6 to schedule a repair. Repair #1 scheduled with Brian for December 9. Tracy could not find info about our home service contract. Service guy took off panels in back, noted dust on coils, said not to remove dust, closed it up and ordered a new mother board. We paid the extra amount above $500.00. Grand total was $574.69. =service charge of $80.00 and parts, PCB Assy. MAI 46 795 EBR77042509 for board. We paid $218.03 for that call. Next repair person (Repair #2 December 19 came and said the wrong board was sent ( I have a photo of it.) He said he thought the interior dust was the problem...took the back off, cleaned and said he thought that ought to fix it "Just give it several hours to get cool". Of course, there was absolutely no cooling. We called Sears yet again to report this failure and to plead for a 'loaner' of a scratched or dented unit of some kind from the warehouse to tide us over....answer was no. The correct motherboard for our fridge was ordered. We now were spending $44.00 every other day for dry ice put in coolers to save freezer contents (hundreds of dollars of meat etc.) And having to throw out fridge food. Bought a small used refrigerator from Big Jon's used appliances, 317-683-3091. Delivered next day, outstanding service. Also had to get a small chest freezer from Walmart to save our frozen goods....total of those two items was right at $500 out of our pockets. Having those two appliances in our garage meant leaving our car outside during the worst winter weather and subzero temps in years. 15 family members arrived for a 2 day stay for the Christmas holiday and we were running back and forth to a frigid garage for our cooking needs. Repair #3 to install second mother board. It fit, and compressor started working, he left saying for us to not check the cooling for 24 hours. We waited as told; fridge and freezer were 75 = failed repair yet again!!!! Now we were told it must be the compressor failing. When scheduling repair #4, I was most specific in saying "I want the compressor for this unit on the truck before you send someone here!! Didn't think it was too much to ask them to bring a correct compressor and parts to fix the problem in the truck for the next visit. Person for Repair #4 arrived (January 23) with no compressor and said he'd have to order it and schedule yet another visit.,....Repair Visit #5 was scheduled 10 am to 2, no show. Called and Shanae shed light, technician was running late, would arrive 1:45 to 3:45. Didn't know why SEARS doesn't notify customers of delayed arrivals. He noted that the previous repairman only ordered the compressor, not the filter and so forth. Fortunately he had those items in his truck. Repair completed. Daughter who is far more social media savvy than we are got on Twitter (our adult kids are begging us to let them scorch the Sears name and make sure no one buys from you again) and someone from Sears Cares took our address, phone number etc. and asked for our "Case Number". We gave the service order recorded on all our recent receipts; they informed her that wasn't a case number and that they had no record of us! By the way, they made no effort to contact us and talk to us! We call yet again and asked 3 people for the Sears Case Number. hey could not help us; third person, Kay, said we need to call 855-256-2467 for the case number, Monday after 9 and ask for any service openings for a 120 minute compressor installation per repair guy request We have now spent untold time on multiple phone calls....many times being put on hold for extended periods or handed off to one person after another! Ordered compressor has arrived and we scheduled next visit by calling Nathan 800-***-**** Repair 5 will supposedly be January 29 from 10-2. Frankly, we hold out little hope that after 5 here is a site devoted to the failure of this once great American icon: https://www.complaintboard.com/sears-kenmore-elite-refrigerator-l2047.html So in short, Sears is yet another big lumbering giant collapsing under its' own weight. My family had a very difficult holiday due to more than a few incompetent repairmen. It saddens me to think of all the employees that will be out of work when Sears finally dies, but hopefully the remaining large corporations will learn from their failures. read more

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Only because 1 star is the lowest I can go. Poor customer service, no accountability of their performance, try to pressure more business or purchases. read more

Repair man came on time, fixed problem promptly, told us how to avoid it in future. Also cleaned filter and told us how to maintain it.

I've lost my cool a lot since June 11th when we first filed a claim with our home warranty & they assigned our local Sears Home Services to come fix our A/C! Poor communication, poor scheduling, poor customer service, even poor repairs. It STILL doesn't work! Do NOT use a Sears Home Services in the Indianapolis area for repairs... seriously, it has been a complete clusterf*ck! No functional A/C for a MONTH thanks to them! Thank God our home warranty people finally let us use another company to finish the job! If I could give zero stars, I would. read more

If I could give 0 stars I would. Michael T came out at the beginning of January. He told me Sears charged $400 for the service he performed on my furnace (cleaning a frame sensor and condensation trap) but he would put me down as declined service and charge me $230. When he came here my furnace would only go up to 70. After he left my heat would not go above 60. I called Sears and the customer service girl had an attitude but said she scheduled my appt. The day of the appt no one showed up. I called Sears and they told me no appt was ever scheduled! They told me they could not get an appt for me for another 2 WEEKS! The day of the appt Michael came back. After he left my heat would not come back on. I believe he entered me into the system as not having been home when he showed up bc after he left I got a text from Sears with a picture of my front door that said "sorry you weren't home when we arrived. Let's reschedule". I texted Michael to come back bc I did not have heat and he said he was too busy and then would not respond anymore to my texts. Again, I called Sears and asked them not to send him again, but to send someone else. In the meantime I had 2 technicians from other HVAC companies take a look at my furnace. Both said that (1)- there was probably never anything wrong w/the furnace, it was just too cold for it to go above 70 and (2)- cleaning a frame sensor and condensation trap IS NOT A $400 JOB!!!!! The day of the appt Sears sends Michael T. out AGAIN only for him to get turned around by my son. Sear set another appt. The day of the appt (the day before yesterday) I get a text w/a picture of the back of Michael's truck that says "sorry you weren't home when we arrived. Let's reschedule". I've been calling them for DAYS! Meanwhile my family has been sitting her in the cold and Sears TERRIBLE customer service is doing nothing at all to help and just gives me the run around. Meanwhile, I paid 2 other companies PLUS the $230 I've paid to Sears for this headache, for my furnace to STILL not be working and for us to STILL be sitting in the cold. I just got a text from them telling me that my appt is for March 21st. Today is Feb 22nd. read more

I have been a Sears fan for many MANY years. All of our appliances are Kenmore. Our refrigerator went out a month ago. I called and opted for the warranty program. It took a week for them to come out and they didn't have the part. It has now been 3 weeks and still no part and they have no idea when they can get it. Kenmore is made by Whirlpool. I called Whirlpool to find out why they aren't selling the part. They send me a link to order the part that I can have next day. I called Sears back and they have no clue. I offer to give them the link and they can't handle it. In the meantime I am living without a refrigerator!! Something is terribly messed up at Sears. DON'T USE THEM. Go anywhere else. read more

Please AVOID doing business with this company. I would rate them negative stars if I could. As far as I am concerned, they are a scam. I called to schedule an appointment to fix my dryer and was given a service window appointment of 8-5 PM. The technician arrived at 7:30 PM that night after waiting all day for him to arrive. Also, they provide no contact phone number to speak with a live person to follow-up on when they arrive. After the technician assesses the issue, he informs me that he does not have the part to fix it and will need to order it. The initial appointment was on a Monday and reschedules with me on Friday to install the ordered part. We receive the ordered part late Thursday and on Friday, I call to try to find out when the technician will arrive to install it. I am then informed that my "scheduled" appointment was cancelled because I did not call them to confirm the ordered part arrived and was in good order. This was not communicated to me prior to the install appointment. Also, they have the tracking numbers that the ordered the part from and can see when it is delivered. Not to mention that I am not a technician so how would I know if the delivered part is fully working and ready to be installed. When I asked when they could stop by, I was told they were booking 2 weeks out. I asked for a refund given that they were unable to install the part in a reasonable time frame. They refused to do so stating that the cost of the part and the diagnostic were non-refundable. I ended up having another company come out and install the shipped part. The other company was cheaper, timely, and more professional. I will be using them in the future. read more

When the dryer I purchased arrived the 3 installers entered my home through the attached garage. they unpacked the dryer there and 2 brought dryer into my home. I'm handicapped and in a wheelchair.. So as the lead installer said something in Spanish to the 2nd guy and out the door he went. The lead installer told me to set still, that all was good and they would be done in minutes. After about 5 minutes, the 2 guy came back in and finished connecting the vent and placing dryer in place. They picked up cardboard from driveway and left. After they left, Being curious, I went and reviewed my security cameras and witnessed they 2 guy walking out of my garage with 2 yellow lifting straps that they did not enter with and carrying several large wrenches as well and threw them in the back of the box truck they arrived in. I immediately went to my garage and seen the straps and wrenches were gone from their hangers next to my toolbox. These straps were continuous loop and rated at 2 ton each. Replacement cost is $150.00 each and the 2 wrenches were 2" and 2 1/4" combination wrenches costing over $100.00 each. Living here alone, I was fearful in saying anything and did not know how to contact Sears, until now over this matter. The 3 guys were Hispanic, the lead guy was in his mid 40's and the other two were in late 20's.. Later that night they came back in the same truck, pulled up in my driveway and I heard my garage door opener attempted to open and could not because I had it locked. The Next day I went out and wiped the memory of the opener and reset it to Just my door fob. They had programmed and fob they had to my door and for several days there after this delivery truck came by, I'm guessing to attempt to open and finish the theft... I'm still leery, but I'm glad I've blocked their entry. I'll never again buy anything from Sears. Your Installers are thieves! read more

how far Sears has fallen. horrific customer service. charged hundreds of dollars to fix a refrigerator and when they show up they replace a broken part with another broken part. then they no show on the appointment to replace that broken part. then no show on the next 2 appointments. it's been a almost month. I tried to call in. It's not even possible to reach a human. Just an unhelpful robot. Just a bunch of swindlers and con artists. read more

Buyer beware! Had them come out and fix our washing machine. I signed to have authorize the work. Part of that authorization is a release from any damage to your home as a result of the repair. During the repair the tech said that the lid flew up and hit and cracked our drain pipe. While he tried to "repair" it, he eventually wasn't able to and said that they weren't responsible because of the signed release. Don't use this service. If they damage your home, they won't fix it. Stay away from these folks! read more

Waited all afternoon for a Sears repairman to show up & fix my Samsung fridge. Got a call 15 min before end of service window. No one coming & cant reschedule for days. Wont make an adjustment for my time and trouble. 30 yrs loyal customer ...but not anymore read more

Scheduled apt for washing machine repair over a week ago for repair between 1pm -5pm today. Took off of work for apt. Received text at 4:40pm today that technician is unable to make scheduled apt and has rescheduled apt in 9 days..... This is horrible customer service. ..... Should have read the reviews before scheduling. DO NOT USE THIS COMPANY!!! read more

My water softener stopped working. I called the extended warranty department to schedule a repair. It took over 4 weeks to get someone to come out and look at my water softener. When the repair man arrived he said "I've never worked on a water softener before but I'll do my best". After 2 hours he told me that he thought he fixed it. He did not! In fact. Not only did he not fix the water softener he ruined my floor! I've tried for weeks to get someone to come back to fix the water softener and they tell me there's nobody available and they will give me a call back when they can put me on their schedule. read more

I also had a bad experience. I scheduled an appointment to repair my dishwasher and my time slot was from 1-5 the next day. The next morning when they texted at 11:30 to say they were on their way, I was at work and didn't see this text. At 1:00 I received a phone call telling me my appointment was rescheduled bc I wasn't available when the tech arrived at 11;30. Of course I wasn't there at 11:30. My slot was from 1-5! When I told the person on the phone this, and that I wanted the tech to still come out bc I was still available from 1-5, she told me that wasn't possible. The techs schedule was full and he was not available. I don't understand this bc he should have had availability since I had a appointment for that time. Very very frustrating and poor service. I still don't have my dishwasher repaired but I refuse to use them again. If this is the way they do business I wonder how else they'd try to screw me over. read more