Service Requested 6/11/25. Scheduled for the next day 1 to 6. Need new frig. Quality of service outstanding. Technician found my problem and we discussed my options. I give the tech a 5 rating. read more

Absolutely terrible experience with Sears Home Services. I waited around all day for a technician who never showed up--only to receive a generic text minutes before the appointment saying it's been pushed back again, this time by several days. No explanation, no courtesy call, nothing. Just a vague time window of 8am to 5pm on a day that doesn't work for me. Don't even bother trying to speak to someone. There's no live customer service, just an endless loop of automated prompts and AI responses. Apparently they have no live agents are are an AI only company. Completely unreliable, disorganized, and impossible to deal with. I ended up canceling the service altogether and found a different provider who actually respects their customers' time. Do yourself a favor and avoid Sears Home Services at all costs. read more

Excellent Technician, BUT the corporate scheduling REALLY SUCKS ! It was scheduled for 8 am to 5pm, I got a phone message at 115 pm that a technician was on his way. He arrived at 3 pm. He came from Virginia, what kind of company advertises for local service and sends someone from VA to NC. It the corporate cannot schedule for 8 am to 12 noon or 12 noon to 5 pm. DO NOT USE SEARS HOME SERVICES otherwise you will sit around not knowing if the technician will come or not. read more

If I could leave a 0 star review, I would. My appointment was scheduled for today December 26th to fix my refrigerator. I have family in town that I have not seen in 5 years and I needed a working refrigerator! I had an appointment for 9:15. Kept getting messages that the expected time was pushed back 2 or 3 times. I had a name for the person coming. Then I got a message saying that "I " rescheduled the appointment for Monday. "I " did not! When my warranty company called them, Sears said that they never had an appointment today for Jamal. How would I know the technicians name if I was not scheduled for today? You suck! You lie! And you have horrible service! Get some real people on the phone and stop with the AI customer service. I would never choose you for service. Unfortunately, I am stuck with you because of my warranty company. Fix your system! read more

Service tech - William - never showed up for appt between 8am-5pm. I tracked the appointment a few times throughout the day & after 4pm it said the tech had arrived. Checked online & the call was "completed" without the tech showing up or calling. Called Lowes Protection plan and was told the service tech indicated he couldn't find a problem and to send a different company next time. Got a message to rate my experience... No show, no call & false statement. Not a good impression at all. read more

it is still not working. please have the serviceman come back out. I am calling American home shield to have him come back out.

LG Refrigerator not working. Have a warranty and can't get anyone from Sears to look at it! 3 times they've cancelled on us! This has been going on for 2 weeks. Just horrible! read more

The ad promises 24 hour service, but the website only gives you options more than one week out. I should have known not to try see again.

Tyler was very professional. He quickly discovered the problem with my stove and explained all the steps to fix it. He always texted me the mornings of the appointments and texted me of his ETAs. Super technician! read more

Update on 1-12-25 Have an appointment on Jan 10 2025 technician did not show to repair. Appointment was rescheduled to January 11, 2025 between 8 and 12 pm. Technician did not show. I advised their home office that I was disputing the charge on my credit card since no service was provided. At 3:30 PM on Jan 11 a technician called to say he would be there at four. This technician was dispatched from Myrtle Beach. He immediately determined that the original technician Tyler had misdiagnosed the problem. It was not a fan motor. His further diagnosis indicated there was a leak in the cooling tubes and condenser repair charge would be $1270. Needless to say I have purchased a new refrigerator. Gabriel from Myrtle Beach was very knowledgeable and I commend him for his professionalism. read more

I was very disappointed in Sears Service. This was my second experience with Sears Service this year. I experienced the same problems both times. Getting an appointment was more than a week out and the arrival window was always 8 to 5. The second problem was that "AI" had to analyze the problem and order the parts before a technician could be dispatched. The third problem was after waiting 4 hours of our 8 hour window, they informed me that they didn't have an available technician and that we would have to reschedule. At this point I contacted AHS and requested a new service provider. To put the finishing touch on this situation, a service technician shows up to fix the problem. It seems that Sears "AI" system is not customer friendly, has a real problem with scheduling, and doesn't know enough to cancel when told to do so. read more

The technician took the time to actually listen to my concerns. He check my Samsung dryer as needed and solved the problem, at least for now. I am hopeful the scrapping noise will stay away. The hose or something was loose. Assignment completed read more

Excellent service from James, or Tyler, today. Much appreciated! On time, efficient, and personable.

Excellent service with a great attitude. Very professional and loved his job. He was kind and pin pointed the issue immediately, repaired it and was on his way. Very careful not to scratch my counter tops and very gentle. Highly recommend Sears and Ben read more

My service person was supposed to come between eight and five today. I canceled all appointments and spent the entire day sitting at the house. At 3:43 PM I received a call from my technician who advised me my address was just added to his list. he actually had been in my town first thing this morning. Sears completely screwed up on this. The technician was unable to come to the house being that he already had 10 service calls, my house would've been the 11th and he was an hour and a half away from me. I don't believe this was any fault of the individual service person, but clearly the service department needs a whole lot of work at Sears. Edit to add: I saw the response from the company to contact them through Facebook. I did not do that because I received an option to reschedule the appointment. Believing in giving everyone a chance that's what I did. I was scheduled for service between 8-5 today (7/24/24). It's impossible to speak with a person and the system only says my appt is 8-5. It also says I will receive updates the night before and the morning of my appt as well at a message when the tech is on is way. None of that happened. It's now 5:45 pm and no one has shown up, I have not received a text, I have not received an email. I am absolutely livid. I cleared my schedule and never left my house today. How disrespectful to your customers and their time! I will never use Sears again. read more

Technician showed up on time, was obviously knowledgeable and changed out the parts very quickly. He was willing to answer my questions and cleaned up after he was finished. He was highly professional in every way. read more

Waited all day for their service and they never arrived. Finally arrived two days later and fixed the dryer. Dryer worked for 2 hours and now isn't running. Trying to get them back to house to fix it has been a nightmare. Worse service repair ever! read more

The first technician we had from Sears was great. He had to order three different parts, and it took a couple weeks to get those in. After the parts arrived, we were no showed on three different occasions. We finally had this last tech come out and he only said two parts were needed. Now he's gone and the refrigerator still does not cool. We will need to call back and have them come out again. Very frustrating, just to clarify, I would give the first tech a five, Sears a one and the last tech a two read more

Joseph was on time, extremely professional, and pleasant. He explained what the issue was and how I could avoid a similar problem in the future. He took the time to show me how to operate the manual settings and also how to change the water filter. I was extremely happy with his service call. read more

Amazingly, it somehow got worse. Since their technicians refused to show up, I called someone else to install the part that I got from Sears. The other company showed up when they said they would, tried to install the part, and then found out that it was defective. I called the number that Sears put on their comment here to try to get a replacement. I ended up talking to 7 different people. The 7th person assured me that a replacement part would be shipped. That was on October 20th. On November 11, I hadn't received it so I called them back. They said that it hadn't been shipped and that I would be contacted within 72 hours about it. On November 17, I hadn't heard anything from them so I called again and was told that they wouldn't replace the part because they only guarantee parts for 30 days and it had been more than that since the part was ordered. So basically they ignored me long enough to get past 30 days and then be able to say that their policy prohibited them from helping me. Now I have a broken dishwasher and a part that I paid $452.23 for that is also broken and won't be replaced. At this point I have to decide if I want to take them to small claims court or just suffer the $450 dollar loss. This has been the worst customer experience that I can remember in my life, and that's about 5 decades. Absolutely terrible. read more

good tech just could not fix because of warranty issue! he gave good advice! Will have to decide on whether to replace or repair

My washer broke 1/8/24, the soonest appointment sears had was 1/12/24, scheduled it and was told there was an 8-5 window that I had to be available, and they couldn't give me a smaller one. Waited ALL DAY and they never showed up. Got an email at 7pm that night saying they rescheduled me to 1/17/24, tried calling and there was no live person to speak with and the chat was AI. Then in 1/17/24 the estimated time got pushed back several times. Once the tech finally showed up he was VERY nice and helpful, but the machine couldn't be salvaged. I waited a week and a half just to be told nothing could be done. Again, the tech was great, but overall experience was EXTREMELY FRUSTRATING. read more

Absolutely the worst customer service ever. It is impossible to reach anyone on the phone. The automated system literally hangs up on you if you don't pick an option! Talking to someone is never an option. I waited 5 weeks for a part and still NO ONE could tell me when it would be available. I finally lied to have the tech come to my house so I could talk to someone. I cancelled the repair service and was issued a partial credit! Having to pay before the work is done was a red flag and I should have known better than to trust it would be handled promptly and professionally. Sears appliance repair is horrible and needless to say I will never contact them again for service! read more

the technician didn't stay to do the job. my husband was there and on the phone and was walking out to talk to him when the technician got back in his car and left. stated he would send another technician to do the job. I'm in the hospital and couldn't control what was going on. please, i need my washer. read more

I called in late on a Saturday to schedule a repair - our dryer stopped working suddenly and I was hoping to get an emergency repair. Though I was too late for same day service I did get the next open appointment on a workday. Our Samsung wasn't under warranty anymore though the repair guy checked anyway just to make sure. The guy showed up on time, calling first to confirm directions, and diagnosed our problem in 15 minutes. He had to run out for a part but came back within the hour. Total repair was $220, which was on par with my online research for the issue we had. Great service. read more

We have a Sears Warranty for our appliances and late March started having a problem with our French Door LG Refrigerator, it stopped making ice and wasn't cooling properly. I contacted Sears Appliance repair to schedule a repair appointment. My first appointment was scheduled for March 30th, this appointment was cancelled and rescheduled for April 2nd stating they had guys out and that they had no other trucks in my area. This is appointment was cancelled and rescheduled for April 8th which got cancelled and rescheduled for April 13th. During phone conversations with Sears Appliance Repair I was told the soonest anyone could get here would be the 13th but perhaps the Warranty department congratulations update arrange to have a refrigerator delivered until the repairs could be made. After speaking with the Warranty department they informed me that was not an option and the 1st available service date was 4/14 not the 13th. I have never received such uncooperative service from a company. I have tried troubleshooting to make sure we have done everything we can do; unplugged to try to reset the refrigerator, Double checked the temperatures for the refrigerator and freezer. Bottom line I would never recommend this company for warranty service. read more

BUYER BEWARE!!! Wish I could put zero stars. I have had very bad experience trying to get my dishwasher fixed for over three months. And no help escalating my issue with anybody in management as they cannot be reached, and won't call back. Original technician came and ordered parts which arrived okay. But technician was supposed to schedule return when we returned from vacation. But he didn't and actually had the date while we were gone. I called to 800# to fix schedule and they would only to out 3 more weeks. But then got vmail 2 days before the technician due saying he's not available and it got scheduled out 3 more weeks. So BUYER BEWARE!!! read more

Horrible service. Have a dishwasher that does not heat and dry. I waited 4 weeks for service. The repairman came out and turned on the dishwasher and said that it probably was the heating element. He did not put a voltmeter on it or any other parts which is the only way to test per the manual. He had to order the part which took 2 weeks to get. Another tech came to install it. He did not test the new part to make sure that was the problem. He said it would take him too long to test it. Of course it did not work. Called them up to tell them it didn't work and was told it would take 3 weeks to get service. This place is a scam. All they wanted to do was sell me an additional warranty! read more

I wish there were a way to give NO stars and still post a review, because Sears Appliance Repair does not deserve even the one star I have to give to be able to post this. We had problems with our dishwasher in October, which was covered under a Sears Maintenance Agreement - We waited for almost a month for a tech to arrive. Because they were so backlogged. The service technician came to our house in November, looked at the dishwasher, and said we needed a part and he would return when it came in. WEEKS later, still no word, we called Sears - because we had a Service Agreement for this dishwasher - and they said that the tech ordered the part directly, not through them so they had no way to track it. When asked if they could intervene, we were told that they were sure he'd contact us soon. It's now been OVER TWO MONTHS since the tech arrived (remember, we waited a month for that) not one word from the tech or Sears since but we get calls weekly asking us if we want to reinstate our now expired Service Agreement. Uh NO. Because we have gotten NO service from our last one. We had similar issues with our refrigerator - and ending up loosing all of our food, TWICE because the firs time it was not repaired properly. We did not buy it from Sears. We will buy a new dishwasher. And not from Sears. No wonder Sears is going out of business.... read more

Most unprofessional team I have dealt with in a long time. Anyone that pays for service in advance, one dollar or 1000 should be able to get a receipt or invoice. I have been a Sears pro shopper and repair customer forever but never again. After many calls, I find out, the order is placed in the Philippines and subbed out to a third-party. The service is exactly that, third party. Good luck to previous customers who spent thousands of dollars (like me) on new high end appliances that go out after the first year. Bosh parts were replaced with Whirlpool. If I had wanted whirlpool appliances, I would've bought them. What a rip off!!! read more

If you have any sense at all you will NOT I REPEAT NOT PURCHASE ANYTHING FROM SEARS..THEY RIP YOU OFF BIG TIME. It is no wonder they are going out of business.Besides the prices, the so-called junk they sell.When it breaks down it's slowly pieced together if fixed at all.THEY WILL NOT REPLACE IT unless the rude cocky repair man says it can't be fixed.You wait for weeks to even have repair service for a lemon product, that breaks down for the same thing 5X each time adding more.Let them just go out of business and be gone.Sears sucks.... read more

Although it took three visits to fix my dishwasher because a needed part was not ordered the first time, I was impressed with the professionalism of the service personnel. My dishwasher works now and all parts and service were covered under my service agreement. The technician explained in detail what I could do to prevent the problem in the future. read more

Repair man showed up on time. He explained everything and the cost before he did it. He offered additional advice and possible upgrades with no pressure to purchase. It was a completely satisfactory experience. read more

We will never buy another Sears appliance. Our dishwasher has been out since early January. We've had delay after delay mainly due to the fact that there is 1 repair person for the entire NC eastern region. Sears hires, then lays off workers continually (the one repairman explained). Because of this nonsense, customers wait 2 to 3 weeks for service and of course IF they show up, a part has to be ordered. Then you are in the loop for another 2 to 3 week wait. We were very relieved that this past Thursday might bring an end to this madness, but NO, NO ONE showed up. Taking off work for 4 hours for nothing is simply not reasonable. *this last appointment was made because the last repairman didn't not order the needed part as he promised. Furthermore, my husband and I have spent hours on the phone with Sears. 3 TIMEs we have pushed to speak to a supervisor and each time ... no joke...we were transferred to someone with a headset that wasn't working. Surely, this isn't on purpose. IF so, Sears is in more trouble than the news indicates. read more

Purchased a Kenmore Elite Ref 4/12. Icemaker went south, Repair 2 times before Sears replaced the whole door. Problem 1 solved, In Oct of 2017 lost totally the ref & freezer. Call as emergency repair (meds) earliest app't was 4 weeks later. Sears authorized an outside repair service. Had them come in and they replaced the evaporator and compressor. Total cost was $1500. Still waiting since 10/20 for reimbursement. Repair techs from Sears were wonderful, CS for reimbursement stinks for better choice of words. The repair was authorized by Sears and they received all the necessary information from me. They are just dragging their behinds. Since the initial visit in Oct. Since 10/27 I've had Sears out here FOUR times for the same problems and then they have the nerve to asked how would I rate Sears. The Sears from decades earlier was the most caring, honest and forth coming. Today I would not recommend Sears to anyone. By the way Sears call to want me to renew their protection plan. read more

Kenmore oven, so called Sears! Three weeks backlog before they could schedule a technician to service it. Went elsewhere.

POOR SERVICE! We have been without 2 washing machines for over 8 weeks and counting. Everytime they come out, they have to order another part and reschedule when the part gets in. When you call customer service, it is a joke. On hold over 2 hours the other day and they still could not help us and told us we would just have to talk to the technician when they come again, in a week. We have lemon protection but because the technician did not close the ticket and enter a new one with the next repair info, we have not had enough repair visits to qualify for replacement machines. They are on their 6th visit, scheduled today. We'll see how this one goes. read more

Called to have Kenmore Washer repaired as it was banging quite loudly on the spin cycle.Tech arrived Apr 25th, determined that the Damper Assembly needed to be replaced. He ordered what he thought would be the full Assembly (3 dampers), but only one arrived. Called the Service Center, they said that only one damper was ordered. Tech arrived on May 5th and tried to use just the single damper to fix the problem, but doing wash over the weekend the problem was worse than before. Earliest date we could get the Tech back was May 18th. Asked Service Center to be sure the other 2 dampers would be here before hand. Was told that only the Tech could order them, which would mean that it would be another week for the parts to arrive and for a new appointment to be rescheduled. This means that we would be without a washer for an additional 2 weeks. The Tech was very good, professional and friendly. However, Service Center was not at all helpful. Very poor customer service! read more