The technician who arrived at my home was a complete pleasure and yet there was a very real problem with my experience with Sears. I had called and ended up doing a chat as I had asked the question... I had checked my owners manual and was unable to find the possible code to resolve my locked door problem without the need to send a service person to my home. No one was able to provide that information. When the service man arrived he went to the oven and pressed the lock key for 3 seconds and the problem was resolved. It cost me $109.00 for a 3 second fix that I had requested when I contacted the Sears service department on line and also by phone. And yes, when I was less stress and went back to my owners manual I found the information. Why couldn't I get the help from Sears on the phone or over chat when I requested help? Thanks Sears.... It is about the money not real customer service. And now in order to leave a review I have to use google or yelp and get an account I really don't want..... :( Gayle read more

THIS REVIEW IS NOT ABOUT THE TECHNICIAN Scott was definitely on the ball, he was amazing and did everything that was needed to be done to get my repair taken care of, he was prompt, & (HE) always kept in touch with me on what was going on, and when he was on his way, SCOTT is an outstanding employee if you had a 10 star program, he would be 10 stars. With that said your AI communication with your customers is horrible. Anytime I would need to get a hold of somebody with Sears Repair service it was impossible if it had not been for Scott I would've dropped my warranty program and found somebody else. He is the only one that saved you from me dropping you. I work with customers every single day on the phone and I have to coordinate drivers with customers. I always keep in contact with the customers and the drivers to make the Customer experience as easy as possible. In the end the technician is the last one to see the customer face-to-face. Scott did an amazing job ! But again your communication with your customers is horrible. Worst experience I've ever had on a Repair as far as Customer Service goes. read more

Joel was very courteous & prompt! Thank you for the excellent service and tips to help my refrigerator run more efficientt.

Technician came out with no parts. Didn't open up my machine or any panels. Was at my home 5 minutes and told me the repair would be over $600. Feels like he just grifted the assessment fee. read more

I wish I'd seen the reviews before calling these folks. I schedule a repair to fix the icemaker on my refrigerator and the appointment was a week away. I got 3-4 texts, each one wanting to MAKE SURE the appointment was confirmed and that I'd be here. It was scheduled for today, March 12, anytime from 0800-1700, in other words anytime all day long. So...I waited all day, rescheduling one event in the late afternoon when they still hadn't shown up. As 4 PM came and went, I started looking into this. Around 4:20 or so, I got a text saying that "unfortunately" they were not going to make it today. Oh, really??!! I got on Chat with Dani and while she was apologetic, absolutely NO offer of Goodwill for a rescheduled appointment was forthcoming, just repeated "I'm sorry's" and that was IT. I realize she is not to blame, but the overall attitude I encountered really sucks...and I will NOT be rescheduling with this bunch of amateurs and unprofessionals! I have ZERO confidence in anything they say at this point. I'll go elsewhere and advise anyone else to do the same. Lyle Prouse read more

Everything went well. Very pleased. Great service. Great. Blah Blah Blah Blah Blah Blah

Our service tech was Joel. He called in advance and showed up when he estimated he would be here. He analyzed the problem quickly; told me how to fix the problem ( I needed better air circulation around my garage kept freezer) and was on his way. read more

Guys were great charges ridiculous. No ma'am not paying 700 bucks to change a water filter and light bulbs.

For one thing he came in with no tools to check what was wrong with the oven. We have had this before and tried to let them know what it needed. Seems I'm not the only one who has had trouble read more

Worst experience ever. I don't see how you stay in business. Far too many texts and emails. Took several days to get an appointment, then the technician showed up almost an hour late. The technician spent most of his time low rating my refrigerator and suggesting that I replace it with a different brand. He finally told me it would cost a minimum of $500 to open the control panel to see what was causing my problem. It was obvious to me he did not want see what was causing the problem. He then charged me $127.33 which included $8.33 tax which I don't think should have been applicable. I would never use your services again, nor would I ever recommend your services to anyone. read more

Very pleased with the service. He was pleasant, professioal, prompt and efficient. Thank you...

The tech was great . I m still not happy with Sears, I told them they needed the parts for my ​washer, they didn't order them. So I just ordered the part from Amazon. So Sears needs to reimburse me $40 plus shipping LOL. read more

Technician did not call nor contact me that he was on the way or would be arriving soon and then left without contacting me

I have a gas dryer leak. the technician did not test to be sure we no longer have a leak. He also turned on the gas before the gas line was put back onto the unit. I do not know if there is still a leak... I guess I just have to run the dryer. Wish us luck! read more

I am wish I had the option of NO STARS BECAUSE NO ONE SHOWED UP! I took the day off for this. I get a call at 3:13 to let me know he was coming and verified it was a fridge....i told him no it's a washer/dryer combo. He then stated "glad I called, let me figure something out and I will call you right back." It is now 5:04 and no call back and no one has reached out! This has been a nightmare! It took me a week to even reach someone to get this appointmen!!! I have a brand new unit that doesn't work properly and I can't get a single person to help! read more

Technician was very good and quick also he explained things that would help avoid future issues. Only negative would be that it does take a while for the appointment to occur. We had to wait about 14 days before he could get to us. If you can wait 2ish weeks I highly recommend this service. read more

No showed my 10am appointment and kept me waiting at the house all day, then tried to reschedule without speaking with me.

If we could give a minus 100 stars we would. They are NOT local. You will go round and round to get anything done. We currently have leak on our Stove Top that was caused by the service tech. We did not know the house was filling up with gas until about an hour after the service call. Sears will NOT dispatch another tech to fix the problem that they caused. You have to wait 10 days until then new part arrives. Even though the tech caused the problem they will NOT dispatch anyone to simply turn the valve back off. We are now calling a Local company to perform this simple task. No wonder Sears home services had NO reviews before this one. Please just call PEADON or some other Local Appliance providers and service people. UPDATE...... Now hear this. They have the Order number, our address, our phone number & know the techs who came to out home. Instead of contacting Us directly, they posted a comment on YELP to have us report back to them asking for the order number, contact info & what techs? Another Feeble attempt to resolve the issue. read more

This company is a scam. I placed a service order to have my dishwasher fixed in my rental in Tallahassee. I provided payment info and scheduled the appointment for 2 days later with the current tennant. To make a long story short, they never showed up AND charged my card. After rescheduling because no one ever showed up the first time, they no-showed again on the 2nd appointment! After not getting anywhere with their call center, I'm going to my card company to get a refund from this scam. DO NOT USE!!!!! read more

SEARS IS SLIPPING! I bought a brand new refrigerator for an upscale rental in Winthrop, Washington. I plugged it in and 24 hours later it was still warm inside, neither the freezer or main interior were cooling. I called for service and was told it would be A FULL Month before a repair technician could come by. I told them this is unacceptable and they said they'd put me on "emergency status" and would call me within 24 hours to give me update. NO CALL. I again called them, this time requesting a loaner for the month till the technician could come out. They said they would call me back within 24 hours and again, the time passed with NO CALL! They are completely M.I.A. Do NOT BUY appliances from Sears. They no longer provide adequate support for their products. read more

I have used Sears for over 50 years but this last experience has soured me forever. I called for an appointment and Jenkins Appliances came out that was the last of the good. Jenkins would make an appointment and then not show, sears would never let you talk with anyone that could help it was always our specialist will call you in 24 hours. It is now going on 10 weeks I have not had a range. You could never call Jenkins Appliances in Tallahassee because they never answer their phone or return calls but instead give you a recorded message "how wonderful their customer service was" what a joke. Let me just say that I am beyond upset with the way Sears has handled this and will caution everyone I know to never use Jenkins Appliances read more

What a joke? All they wanted to do was sell me an extended warranty for a ridiculous price. Their technician showed up for what I was told was a very common error code (F01) but he did not have the part on the truck (despite what the dispatch person told me) and it would be two weeks before he could get back with the part. SeriouslY! I need to dry clothes well before that. I know Sear is struggling but this is IT for me -- never again will I purchase Kenmore product or anything else from Sears. Good riddance !! read more

Prompt, friendly and knowledgeable. Excellent job on my lawn mower's spring service. Kept all old parts to show me afterwards.

Sears appliance repair is the worst I have ever experienced. The technician who came out to look at my refrigerator was nice, but he could not schedule the actual repair of my appliance earlier than a week and a half. During the interim, the wrong part arrived, and I had the "devil" to try and get the correct part delivered. It has taken 10 calls to call centers in the Philippines, Arizona, Albany, etc to get the part reordered, all while Sears has already collected my $257.00. Here I sit! Hopefully, the right part will be delivered today, and then the tech can come to my house and repair my fridge that hasn't worked in a week...did I already say that? I am forced to give one star in this review. I wish I could give none. I should have gone with Joe the repairman. Big box stores are the worst for customer service. No one is held accountable, and they simply don't care. read more

A service request was submitted for repair for the dishwasher, due to the fact that one of the roller assemblies had deteriorated. In addition we requested Preventive Maintenance for 4 additional Appliances and submitted a service request for the washing machine. Sears sent out one technician who "took care of everything" in 1 HOUR!!! The washer was not repaired so we had to place another call the next day. The dryer was not serviced properly or at all, so a new service request was submitted. The remaining rollers in the dishwasher failed 2 days later and should have been replaced, so we had to place an additional service request for that as well. All the appliances are covered under a Sears Protection Agreement that must be paid for/renewed annually if you wish to keep the 'top notch service' that Sears provides. Management needs to take notice of the poor customer service(including scheduling) that Sears provides and make some changes if they want to stay in business. read more

I've purchased appliances for years from Sears, however, I will NEVER recommend using them to repair appliances as of today. My repair window was from 8:00am to 5 pm, which is ridiculous to begin with. After receiving a text at 7:45am stating that my technician was on his way, I waited for 4 hours before someone actually showed up. I called customer service before he showed up and canceled my appointment, only to have him show up at my door 5 minutes later. The technician was a very nice guy, however, the Sears repair process he's dealing with is a joke. I went ahead and had him come in to check the refrigerator. I needed a whole new ice maker, which he had on his truck, however he did not have the cheaper part needed to fix the water dispenser. The parts were around $120 or so, but labor was going to be $350! This is apparently for about an hours work. Really!? Again, not the techs fault, but come on! I'd expect that for car part labor at a dealership. I should have turned him away, since I canceled the appointment right before he showed up. Then I wouldn't have had to pay the $95 diagnostic fee for letting him in the door. Sucks to be me. read more

On October 31, 2017 I paid Sears Home Services to come to my house and look at a washing machine. The technician told me that the shocks needed replacement and that parts, labor and that day's service charge would be $366.28. Foolishly, I paid the entire amount by debit card and the repair was scheduled for November 8, 2017. However, I decided against fixing the old washing machine, cancelled the service appointment, and returned the parts unopened. I was told that the service appointment had been cancelled. On November 7, I got a call that I was scheduled for the repair. I then called Customer Services again and explained that I had cancelled the appointment and needed a refund of $277.28; the initial amount paid, minus $89 for the service charge. A call was made and there was confirmation that the parts had been returned. I was assured that a refund would be made and I even got an e-mail from a fellow named Nicholas in Sears Member Services on November 7, 2017 stating that a refund would be forthcoming. Ten days later, I called Customer Services again and explained that I had not gotten the refund. I was told that it would be 7 to 10 days. After 10 days, I called back and was told that there was no record of my call. I was then told that someone from the Credit Department would be calling me within 48 to 72 hours. I never received a call. I called back and spoke with someone named Antonio. He assured me that he would help me get the refund and that I would get a call from the Credit Department. I got no call and no refund. On November 30, 2017, I called a fellow named "Mark" and he gave me a case number and said that he would make sure the amount was refunded. He said it would be 7 to 10 days. I got a call from the Credit Department saying the money had been refunded. It never appeared in my account. On December 11, 2017, I called and spoke with a guy name Ed who assured me that he would look into the matter. I was kept on hold for so long that I finally had to disconnect to handle a household issue. Later that same day, I called Jake in the Credit Department and I was furious. He told me that he would have his manager in the Sears Credit Department call me by close of business day. I never got a call. On December 12, 2018, I called and asked to speak to a manager. I spoke with a person identifying herself as Kelli, with the Sears Credit Department. She said that she had no confirmation that the parts had been returned. I asked to be kept on hold while she confirmed that the parts had been returned. She told me that she couldn't confirm that the parts had been returned and then gave me the standard line that the matter would be resolved in 7 to 10 days. I encourage everyone to avoid using these people if you anticipate any type of issue that will require resolution through the Customer Services or Credit Department of Sears. Those departments are dishonest and incompetent. I don't anticipate ever getting a refund, and Sears knows that I will not initiate legal action for this small amount. read more