Generally my experience with Sears has been stellar. Once again, I had a great experience with a fridge repair. Charlie was super helpful and very thorough. He installed the parts and went through additional troubleshooting with me to try to determine where there there were additional issues contributing to the problems I've been experiencing. He suggested I replace the water filter and showed me how to reset the display for this, which helped the water flow. It remains to be seen if this will affect the flooding/ice tray issue that previously has been happening. I really appreciated his thoroughness. read more

Although he diagnosed the problem I was over charged on the service fee. I have tried to reach out to someone with no luck talking to a human! upset that I was promised a cer am that was not honored SMH.... read more

unbelievable! In Sears response to my complaint, the phone number they gave me to call them was the number to the automated system that I complained about! They truly don't care about customer service. read more

Warranty work...but I would not have expected it to go this bad! My first appointment with Eric was on a Tuesday from 8 to 5 I was notified at 3:12 that he would be rescheduled for the next day from 8 to 5. When Eric showed up at 5:10 he went to show codes and you could tell he was agitated by his foul mouth. Which then he proceeded to make a call to another person and complain about how he had to be somewhere and didn't have time for this. Once he got his codes up. He told me my warranty didn't cover moving my dryer off the washer and I'd have to have that done before they show back up. Which I asked how I was going to do that Im disabled and my warranty is on a stacked washer and dryer. How was that not covered. He told me it would cost me $150 for the extra guy to move the dryer. Then he told me I'd have to shop vac out the water he put in it checking it. Because it would smell before they would be back out to fix my washer. Of course this had me call the warranty company and they said all costs were covered. Now today appointment 8 to 5 again and I get a we reschedule your appointment at 5:34. For three days later and the only day I told them I would not be able to work with the all day waiting because I have two doctors appointments that day. I biggest stink I have with this company is you can't talk to anyone. Can't get ahold of anyone! So, I'm not sure how they're work is I don't think I want to know cause they're customer service sucks! Can't show up for an appointment, I'm sure they know sooner than a half hour after an all day appointment they're not coming. Try to scam you for money the warranty company says isn't my problem. And leaves me with a broken washing machine full of water and says take care of it on your own. read more

We have been using Sears appliance repair service for 40m years. recently Dec 4, 2023. our warrantee freezer stopped working. service scheduled 16 Dec and the technician said the freezer was not repairable (part not available). We have been waiting for three months to resolve this issue. The company will not make a decision which is in our contract to replace or compensate us for a replacement. They hope we will just go away. Not so fast. We have more than paid for a replacement over the 40 years we have be paying for this agreement. read more

The actual service from a kind, knowledgeable service man was exceptional. He made the repair quickly and respectfully. I would give him your highest rating, I would give your "digital assistant" process a failing grade. Not being able to get additional information from a human voice is frustrating. The "digital assistant" scheduled 7 appointments 8-5:00 and no one showed up. I had no way to complain or ask for help. Calling Sears Appliance only got me a human who barely spoke English and would do NOTHING except add a new schedule date. One text came at 4:00 am. I will NOT pay for a warranty ever again after this experience. I probably won't shop at Lowes, either. The sad point here is - having a human available would have been a game changer for me. The "digital asst" and web site update changes made the whole process appear to be a scam. And to think I am a retired college computer science professor who taught database management and web design. read more

did a great job and patient with my barking dog. i really don't have anything else to say - eighty five words? ha.

The service technician was horrible he was at the wrong place I went to the apartment complex to get him and show him where the correct address was while backing out of the apartment complex he backed into a 2023 Cadillac SRX white and kept going after finally getting to my home his jeans only covered the bottom half of his rear the entire bottom as well as his entire crack was exposed my grandchildren are 6yrs 7 years and 11 years old not a pretty sight and very unprofessional he let on his lunch break at 1:05 said he would return after a 30 minute lunch it's 2:25 and he has yet to return and I still don't know what the problem is with my unit read more

Your service personal where polite and knowledgeable. They did a great job. On the otherhand the companies communication with us was very poor. We would like a real person to talk to when it comes to scheduling. The phone automation system is very unclear and the choices do not always match up with what we wanted. read more

Had a leaky washer. The service man said a part needed replaced and waited a month without hearing from them despite my attempts to make contact. Called another repair service and found the washer was ok but the line was plugged. read more

The technician was very nice but I was not contacted prior to his appointment. When he arrived he completed a check of the refrigerator and provided me a quote on the cost of the repair, and informed me the parts would have to be ordered and the refrigerator would not be repaired today. I was not pleased that it would not be fixed I had contacted another repair company who could not get to it until tomorrow but had provided me a quote on the cost of the repair. They basically diagnosed the problem over the phone. Your repairman confirmed the diagnosis and provided a quote your quote was double their quote. Therefore I declined the service paid the diagnostic fee and notified the other company that I would be keeping my appointment for the next day to repair my refrigerator. I wasted a day waiting for a repairman, it cost me a service diagnostic fee and I am still going to get my refrigerator repaired in the same timeframe for half the cost. Funny thing is I would have probably paid the extra money and paid for the dishwasher service while the technician was here if they were able to actually provide the service that I was told I would get by the customer service representative on the phone. AdditionalLu I tried to prepay my service charge with a credit card that was declined twice so I reached out to the credit card company to find out why. The representative asked me for the expiration date which I confirmed with them 4 times, the credit card number was entered and accepted twice through an automated confidential process. According to the credit card company the charges to sears were declined because the expiration date was entered incorrectly 4 times, twice for each of the 2times it was attempted. How difficult is it to enter February of 2029. Anyway, I am pretty sure I will not be using your services again, which is unfortunate as I have purchased a lot of household appliances over the years from Sears And was always a satisfied customer. I would have given you a 1 rating but he technician, was very friendly, apologized about the mis understanding about the service completed today, I even showed him the text I received from Sears stating the repairman would call and ensure they could repair in one trip. .Have a nice day. read more

was pleased with the speed of repair and technical identification of the appliance issues.

Support your small business family owned before you chose SEARS!!!!Technician called in sick, wanted to reschedule a week later.

Would I recommend using Sears Home Repair Services and/or A&E Repair Services? Well before I can answer the question honestly I will share my recent experience. On February 28, 2022, I called Sears Home Repair Services to schedule a visit by a technician to check on why my refrigerator/freezer was not cooling. They scheduled a technician to come on March 1, 2022. A technician from A&E Repair Services arrived for the initial inspection as scheduled. He immediately told me that he knew what the problem was, it was the relay switch and the capacitor. I asked him about the compressor, and he stated that this refrigerator/freezer modes had a great compressor and would outlast the new appliances being made today. He ordered the part and I received the order electronically which I had to pay for at a cost of $101.76. He did not connect any type of diagnostic equipment to the appliance, in fact he did not even go behind the appliance, which I had already pulled out from the wall. I again called the Sears Home Repair Services to schedule the next appointment to install the ordered relay switch and capacitor, which were scheduled to be delivered to my home. On March 9, 2022, another technician from A&E Repair Services arrived to install the parts. He got behind the appliance put on the new parts and made several attempts to get the appliance running, but I could hear the compressor cutting off. Technician #2 now informed me that the compressor was bad. I asked him, why hadn't the previous technician identify the fact that my compressor was bad, but it was because he relied on his hearing and not on doing any type of diagnostic analysis. He asked who was technician #1 and I informed him. At this point it almost seemed that maybe the technicians where playing off of each other, basically trying to scam customers to get unnecessary appliance repair parts and then possibly keeping those parts that were not needed. Anyhow I had to order and electronically pay for a compressor kit to the cost of $389.11, which again would be shipped to my home. I called Sears Home Repair Services to schedule an appointment for a technician to install the compressor. I pleaded with the customer service representative to please not send the technician that came to my house on March 1, because I believe that had he properly done a diagnostic examination I would have had my compressor on hand for technician #2 to install, instead I was still without the use of my refrigerator/freezer. The customer service representative assured me that they would make a notation so that a different technician would be sent to install the compressor. During this time I was having medical procedures due to cancer, the extra stress of being without a freezer for going on almost 2 weeks was difficult. On March 18, 2022 an A&E Repair Services van arrived in my driveway, I could not believe my eyes, it was technician #1, very individual who had created my 18 days of living hell. I was almost ready to turn him away, but I was so frustrated, with this whole situation that I just wanted him to install my compressor and get out of my house. He seemed so shocked that the compressor was bad, he said he thought for sure when he was here before it was good. I had opened the compressor kit box and to my amazement it came with a relay switch, which I had already paid for when technician #1 did an improper guessing game about the reason for my appliance cooling issue. I told him I wanted that part, because technician #2 had already put the new one on. At this point I was really feeling that these guys were in a game of keeping extra parts that actually belonged to the customer that had paid for them. I truly believe that I probably didn't need the capacitor and that if he had properly diagnosed the compressor issue the first visit, he would have had a new relay switch to install from the compressor kit. He began to install the new compressor which required the use of a propane torch. I began to smell something burning, and all a sudden my smoke detectors went and he was asking my granddaughter to give him some wet paper towels. He again began using his torch and again set off the smoke detectors. When he finally finished he pushed the refrigerator back towards the wall and then realized he had burned to holes in my linoleum floor directly in front of my refrigerator. I have to keep a small rug over the holes as they are visible in front of my refrigerator. After seeing his destruction of my floor and the fact that it is now going on 19 days since he initially misdiagnosed the problem, I just felt like I needed him to make a speedy departure from my property. I called the Sears Home Repair Services to voice a complaint. When my husband got home from work he was pretty upset about the two burnt holes on the floor in front of the appliance, then he pulled out the refrigerator from the wall and discovered that the technician had not attached the cardboard cover back in place at th read more