Dylan W. was timely and professional. He was able to diagnose our broken refrigerator after another technician wasn't able to. He was knowledgable and gave us some recommendations of new refrigerators to buy. read more

My service repair technician, Jason, arrived promptly, diagnosed the problem and discussed all of my options with me. There was no pressure to buy anything. He just clearly explained what the issue was, discussed the cost and he laid out several different ways to resolve my issue In the most efficient and cost effective way. I appreciate the time and patience he had with might many questions as well as the advice he gave me. I thought the service was well worth the fee paid and would call them again for my repair needs. read more

Friendly and efficient! Fixed it. Remembered prior interactions. Easy to communicate with.

Well I am not to happy I was told that will come back on Monday to order some pieces theni call my company and was told something else that wasn't what the tech told me also was told they were closed but they weren't so I am not happy with company read more

Service technician was polite and professional. He quickly diagnosed my refrigerator issue and clearly provided my options and gave a recommendation. read more

The technician was friendly and knowledgeable. They got the job done in one day even though they had to go get a part. I was so upset about my oven being broken, and he fixed it while also being kind. Thank you! read more

Awesome tech....worked with me, timewise. Honest...nice guy. Although not repaired...I was pleased, totally, at the outset.

Each technician specialist was very knowledgeable and kind. I appreciated their confidence in their work. Made a huge difference to me. Thank you Jason and Derrick read more

Great tech . Knowledgeable and very pleasant. He was very informative when I asked question. I learned alot about washer dryers.

We had an issue with a brand-new oven we needed converted to propane. We made an appointment through Home Depot. 'Marc D' was our assigned tech. He called prior to coming and I explained the issue in exact specifics. When he showed up he immediately complained that he had an hour and a half drive home. He further explained that he only kept this area because none of the other techs knew what they were doing. He then looked at the oven for no more than three (3) minutes and said he couldn't help us. He didn't know how to fix it and it is too new for him. So he was going home - but because we agreed to service, I still had to pay. I was shellshocked so I reluctantly paid $160.00. On his way out, he knew I was mad, he said "try and have a good night". Ok. I thought about what a joke this guy was and how unprofessional this service was and I cancelled the check. Now I am getting collection notices. I wouldn't hire this company to sweep my driveway. read more

Repair of Washing machine/ part replacement was well done. The service man was very courteous and skilled with his work. I didn't worry so much as I usually do. read more

For a more comprehensive list of reviews: https://www.google.com/amp/s/www.sitejabber.com/reviews/searshomeservices.com/amp They suck. read more

I do not take writing a negative review lightly. A tiny door latch on our top washer broke, the first time the tech came despite me submitting photos on the portal he did not have Any idea if the issue, he then assessed ordered parts showed back up without the parts so he had to come a third time, this time with the parts he left with the machine being in worse shape then before (put back together poorly, top washer still didn't work, etc), I got him back here a fourth time and he ordered even more parts saying they would fix it. As of last night water is leaking out of the machine and it doesn't work at all. He isn't back here until Friday with the new parts and when I call sears home repair it is impossible to get ahold of a real person v an AI bot. also - this is a whole new issue so he will show up Friday without knowing the new issue. That said - the i am trapped in a cycle now every time they come it is made worse. I have a newborn and a senior dog at home both of whom generate a lot of laundry and now I can't do any laundry at home at all. And at the end of all of this I am sure I will have to buy a new machine. All I want at this point is to speak to a person at Sears Home Repair and get the money we've already poured into machine back and have us both move on. basically even thought Google drives you to Sears when you plug in Samsung repair do NOT USE THEM. I have wasted too many frustrated tears over them. read more

This repair service totally messed up my refrigerator service. They said they would come between 1-5 and I paid my cleaning lady to come at that time, because I couldn't be there. They called at 8:30 am and said they were near the house. First, they had the wrong address and he was lost. I gave him the address and told him he was supposed to come at 1-5. I asked him to go to the house and I would try and find someone to let him in, but he cancelled the appointment and claimed it was "a hostile environment" - but he wasn't at the house! This company is totally incompetent. They are all messed up in the office and no one knows what to do. Even the serviceman admitted that they lie!! Don't use this service. read more

This is a very tough review to write because it involves various components, but I will do my best to be fair. I purchased a Kenmore (made by LG) washer and dryer from Bob MacDonald at the Sears location in Wilton, NY. The delivery went as expected. The only problem was that the delivery men (whom we tipped generously) did not take the time to explain how they operated and did not try both machines as they should have before they left . As it turned out, the washer didn't work. Would not engage the wash cycle after it was turned on. Kept getting an error message. I should also mention that I had put my old (estimated 17 year old) washer and dryer - which worked but had 'issues' - on Freecycle and coordinated the removal of these units with a fellow who was delighted to have them and said he could make any necessary repairs. He arrived as the Sears deliverymen were removing the old units and put them on his truck. That part worked like a charm ... except that Sears billed me for "take away" and it took two trips to the store and a visit with Salesman Bob to get the money refunded. I called Sears and they told me that they could get a repairman out in 8 days. That's right, 8 DAYS! I had a very unpleasant conversation with their customer service person in the Philippines. As we were leaving on vacation and were depending on this machine to do laundry for our trip, this was VERY upsetting! (I will never do that again.) We wound up having to take our dirty laundry with us and washing it at our friends' house on The Cape. :-( The repairman came 8 days later and determined that the machine could not be fixed. There was a sensor in the door that was sending a message that the door was open when it was actually closed, so the washer refused to start the cleaning cycle. Nothing he could do. Ugh! I called Sears and spoke with Bob. Told him the story. Bob arranged for a replacement which arrived in a few days. (He actually upgraded us to a better machine.) The problem was that the bracket that was used to stack the two machines (btw, you can stack most front-loading machines as long as the controls are on the front and not the top - who knew?) was damaged during the exchange of washers and could not be reused. I called Bob and he drove 20 minutes to my house with a replacement bracket. Right away. Wow! Again, we generously tipped the deliverymen who made the exchange of washers (in spite of their knocking over a bottle of soy sauce in the process, which I made them clean up) and gave Bob coffee for the road. They tried the second washer, and it worked. Hurrah! So, my assessment of my recent experience with Sears is as follows: - Bob the salesperson gets 5 stars. He did an outstanding job. Above and beyond, and it was greatly appreciated. I will recommend him highly. - As for Sears, in general, they have big problems and get 2 stars ... and that's being generous. The customer service people in the Philippines are inefficient. It is unconscionable to expect a customer who has paid you over $1,500 to wait 8 DAYS to get a repair for a brand new appliance. And to have to wait, in all, two weeks to get a replacement for a broken machine? Not good. As much as I like the machines thus far. Let me share with you another story about Sears that still burns my butt. I got a Sears credit card in 1980 and used that card to purchase each and every dishwasher, washer, dryer, air conditioner, refrigerator, microwave, etc. over the years I have owned a home. The card was only in my name. When my husband abandoned me in 2012, Sears had outsourced their credit card management and I got a letter saying that my card would no longer be honored and they closed my account. I had never been late paying or missed a payment. They refused to issue me a new card. Idiots. So, it took a lot for me to encourage my boyfriend to open a Sears credit card account when we knew we had to replace the washer and dryer. We did it because of the 'no interest if paid in one year' policy for appliances over $399.00 - something I knew well. Sears has major issues. Their store in Wilton is empty. They are sorely understaffed (some departments have only one person working, and when they go to lunch or on breaks there is no one there to help you). But their Kenmore products have always served me well in the past, so I got over it. And then there's Super Salesman Bob! :-) read more

I should PAY YOU not to go here! Briefly, April 12 two year old Kenmore fridge broke. April 15 Derek the tech ordered 3 parts and collected his fee. April 29 ONE part arrives. I can't reach Derek or repair dept so I make new appt. May 5 Derek calls and I tell him he did not order all 3 parts. He takes payment by phone IN ADVANCE for the parts. May 12 parts arrive. After yelling at phone reps that I have waited A MONTH with no fridge, Sam the tech comes out on 14th. Finally fixed!!! The end? Oh no. Fridge dies again May 20th. Next appt May 27th 10a-2pm. NO SHOW ALL DAY!! Rescheduled to June 3rd 1-5pm. NO SHOW AGAIN!!! Richard phone rep is very sorry but next opening is June 11th 1-5pm. Why was I stood up? Computers went down May 27. Truck broke down June 3rd. Gee guys it sucks when your stuff breaks huh? Don't u wish someone would come fix it?? I'm begging U. Plz spread the word. Help Sears go out of business like it deserves. read more

Ive been dealing with sears appliance repair since mid November. I called because washer was basically moving across floor. The tech named Dylan was a waste of time. Seemed fine at the first visit except he basically jumped up and sat on the washer to look behind it. Then complained he got detergent on his hands. Told us the washer needed new shocks and had to order. Not an issue because everything these days is basically on back order. When leaving he told us we had to move the dryer when he came back so he could fix the washer. Sorry thats the tech's job. Plus I'm unable to. Parts arrived Dec 21. Appointment for that friday. Waited all day watching the app and Dylan was supposed to be at the house at 3:30. Looked again at 3:30 and he cancelled appointment. Called sears explained everything. They said oh be realized a part didnt come in. Asked what part they couldnt give me a straight answer. Called sears again on dec 29 because i received a text message. I asked the woman when the missing part will be in so this can be fixed. No worries we can make the appt for jan 12. Tech will stop and buy part?? So on jan 12 new tech called me. I asked him over the phone about the missing part. He looked over everything. I told him we have 3 bags of parts with same number here but woman rep said he was stopping to buy missing part before he came. He said let me head to you and we will figure this out. Within 20 min 2 techs at my door. New techs because we requested not Dylan! They came in pulled the washer out replaced part only needed 1 bag the other 2 were duplicates. They fixed it, even swept up behind washer for me. Everything was put back and no issues. These 2 guys were AWESOME!!!! So original tech Dylan lied about a missing part he just didn't want to come on the Friday before new year. Sears representatives lied about the missing part also. There only worry is to sell you a whole house warranty! Which i wont be buying! This washer and dryer can work till it breaks and then I'm going to buy from a different company. Tired of being lied to by sears reps, and having buy a warranty pushed down my throat read more

I've waited six weeks on a repair/replacement. So frustrated, so angry, and still waiting. The master protection agreement isn't worth the paper it's written on. read more

Derek was very candid and helpful with honest advice, but I was disappointed in the service in that he did not make my ice maker work. There was a way to do an easy fix with electrical tape over the pertinent wires (it had been done before and was now loose again...) but he said it would not last and we needed a new door, at $1500. plus service so I elected to pass on that. And I still do not have a working ice maker though I paid for the "Service". Derek was doing the job as taught, no doubt (so I don't blame him despite my disappointment) for favoring the Sears solution of providing a new expensive part. But had he not had that Sears mandate, he probably would have done the decent expedient thing and 'fixed 'my ice maker for the time being, delivering the $130. temporary solution as opposed to the $1500+ (also temporary because it is bad design vulnerable to breaking) solution. Oh well. He is a good (FIVE STAR) guy, came promptly and is no doubt carrying out all the Sears Policies as demanded of him. And I still have a broken icemaker after paying for service and wasting his time and mine. Not a perfect resolution to my issue, alas; therefore a 2 star evaluation. The man is FIVE START QUALITY; the service , a TWO STAR. read more

I waited all day for the technician to show up. They never showed up, but they did text a family member to say that the appointment was canceled. When I called to find out why the appointment was canceled, they said that the technician called someone else in the family. I never gave them that information, they botched the appointment scheduling on their end. When I tried to have the technician come back, they said they were unable to do so - and that I would have to wait a week for the technician to come back. When I asked to talk to a supervisor, they gave me the run around then hung up on me. Absolutely terrible customer service. Don't ever call Sears. read more

The person you sent to look at my new Maytag washer was fantastic!!!!!!! He went over everything and asked multiple times if I had any questions. I don't know his first name but he came Monday morning, 04/29/2019, to Ghent, NY, 12075, to look at my new Maytag. Great Guy and very knowledgeable on my appliance. Thank you, Cindee L Piccola 2288 State Route 66 Ghent, NY 12075 (518)755-7732 read more

Had appointment booked for almost 2 weeks. Cancelled entire day to be home for the usual "be there between 10-2" bs. Get an updated message this morning that it's now pushed up and the tech will be here between "132-302" THEN at 127 get a message that says "sorry your technician missed you. You weren't home, contact us to reschedule " What?!?! My husband and I were home all day waiting and nobody even pulled into our driveway! Called sears immediately and was told I'll get a call back so they can "re send" the tech back. Nothing. So I called 2 hours later. Told the same thing. And again, NOTHING! Thank you so much for wasting our day bc your employee didn't want to work today. read more

I have spent over a 1000$ dollars on a Master Service Agreement for my gas boiler over the years. It began leaking and I called for service. Very pleasant service person came to repair it and said he needed to get a part. After finding that he did not have the right part on his truck, he said that they needed to go pick one up and would be back in 30-45 minutes. All good so far. Then they called and said that they were out of the part, had to order it, and would need to come back Friday to install it. All still okay, if kind of annoying, as you are given only an 8 hour window for when they will arrive. Then Friday they called and said that that part was not covered by the Master Service Agreement and I would need to find a plumber and pay to have it repaired. The part is attached to the boiler and I was told it was covered. I have paid for several years believing that I was avoiding big costs if something went wrong. It never had, and when it did , the Master Service Agreement was totally worthless. read more

I wish I could give zero stars, your company is terrible. We have had you out 5 times to "repair" our refrigerator, 5 times. 5 days of lost work (because you refuse to accommodate nights or weekends, even when YOU keep screwing up.) First visit, your tech basically refuses to do any work, second visit to diagnose, third visit wrong parts, fourth visit CANCELLED by you the MORNING of the appointment. Then you make us wait another TEN DAYS to get someone out. And please keep in mind we do NOT have a working refrigerator/Freezer this ENTIRE time and up until the cancellation we had been nothing but reasonable. So your tech finally shows on appointment number 5 "fixes" the unit, except the fix doesn't work and the refrigerator STILL does not work. Up until this point we have been told most likely if this last repair doesn't take they will have to replace it. Now you're denying that replacement and are asking us to take a SIXTH DAY OFF OF WORK TO ACCOMMODATE YOUR SCHEDULE!!! This is absurd. DON'T WASTE YOUR MONEY WITH SEARS, THEIR SERVICE IS TERRIBLE AND THEY WILL DO NOTHING FOR YOU. DON'T WASTE YOUR MONEY WITH THIS TERRIBLE COMPANY!!!!!!! read more

They don't show up.I made two appointments to have my refrigerator fixed, and both times they cancelled at the last minute. No explanation, just a text message telling me to reschedule. read more

Had the yearly maintenance for my washer and dryer purchased two years ago from SEARS. The technicians even had booties to place over their shoes to keep my floors clean. Now that is service! read more

We have always purchased all of our appliances from Sears. Whenever there is a problem, the techs are great! They are timely and have always rectified any issues we may have had. Very happy! read more

Outstanding and knowledgable service team. Dave and Brad are true professionals

Don't trust Sears with any home repair service! I had them in to repair a leak in my Samsung refrigerator, paid for the service, but never had it repaired! A service person was in my home more than six times trying to fix the leak. Each time I had to burn vacation to wait all day for them to just show up. One guy said that everyone has to have One guy ordered the wrong panel, one guy put in the wrong panel, disposing of the interior light bulbs along with the original panel, only to find out that he needed to use them. One guy came in expecting that the bulbs he ordered and were shipped (to me ) would fit, surprise to me they were the wrong bulbs. So more were ordered and shipped. Another guy shows up, not only wrong bulb, but he says that I should buy my own from the hardware store and put it in myself. The leak starts again. I called them to come back. They wanted to charge me for the call. I said that the guy was here a week ago, it's not a new repair! So, another day off for a different guy to show up. This one says that the wrong panel was put in! He orders another panel. As soon as I get the panel, I call them back. Same thing, they want to charge me again! I say no way! This is a warranty call if nothing else. The day comes, and the guy finally showed up. He looks at it and says there no way of fixing it. So now what? I start calling Sears to get my money back. Every time I called, they fought with me over whether not I had to pay for the service call, and I waited a full day, each time for nothing. They showed up and screwed up, fixing nothing. They now had the audacity to bill me for one of the visits or something (nothing was on the bill to explain it). I gave them a call and was told not to worry about, that the bill would be removed. I told them that I wanted my money back for this fiasco. And I was told that the money will be refunded and that they will make it right. I've been going back and forth with them for months now since nothing was ever fixed. My last email today was bounced back as "mailbox closed". I'm going to try and take them to small claims court now. read more

Way over priced for a service call. They charged my Aunt Over $262 to fix a refrigerator. More then half I paid for it. And the part was $16. So the service call was over $200. If I was in town that would not have happened. Then they wanted to charge her again when it wasnt fixed properly. I am on here to help you not hurt Sears - Simply look up appliance repair and find someone local for $99. A handy man can usually fix it also. Or if you are handy and its pretty simple. Google the problem with the appliance name and see how to fix it yourself. It could be something real simple. Good Luck. Oh by the way I purchased 2 whirlpool appliances from Sears. Washer motor went just after a year. Same as my Aunt's frig. And Sears Kenmore now owns whirlpool. You may want to buy LG or similar. It at least take the extended warrantees. They just don't make appliances the way they used to. read more

Well, my repair experience was pretty awful. The high note numbers for thought: -About 1 month to repair my refrigerator, not the one week it should have been. -About 29 emails from Sear's automated systems. -Several appointments requiring time off from work with technicians to find out the wrong parts are here or just never showed up. Basically we had a fridge with a slow leak that required what I'm guessing was replacing a coil in the freezer section. Our first appointment was on 3/22 to which the problem was diagnosed, payment information was exchanged and parts were ordered. At this point I would say the service was fine. From there on it was pretty terrible. To start the experience I was unaware I was managing the part orders for Sears company. I kept getting cryptic emails from the Sears appointment system regarding parts affecting the appointment and to call the help line to confirm. Then I would call the help line to hope to find any information, and being told that the person on the line couldn't see it in the system. I would contact the phone number in the link and be repeatedly told "I don't have that information at this time". At this point I was taken aback by how Sears really couldn't comprehend that with no repair order with parts list, no shipping tracking numbers, and not being informed that I was managing all this for them, that I really wasn't in a position to do anything. We really had no feedback loop with the techs from that point on, since they left their number with me and despite a few calls looking for tracking information or to just figure out what to do about this do-loop, I never received a call back. They just kept showing up to appointments scheduled by the Sears appointment system, just to find out the parts weren't here. The story was the first part was apparently damaged in shipment, and despite Sear's systems implication that the part was coming, it wasn't. Eventually while standing in my kitchen one of the techs needed to contact Sears to find out it was in some limbo where the part wasn't delivered but wasn't being reordered. Eventually, another part showed up, but was the wrong part. After the part was apparently reordered I called Sears helpline again to which the operator told me there was no information and to call back later, and not to ask for her manager because they would tell me the same thing. Eventually I called back the helpline a couple of days later and for the first time in this disaster got the tracking information, and the refrigerator was repaired a week after that. To rub salt in the wound the repair technician left all of the shipment and repair garbage behind, but was sure to take the extra parts Sears sent that I had been storing all month. I called the Sears hotline to discuss the issue, actually to give them a chance to avoid me writing this review. Christine told me they weren't going to do anything to make this up if the refrigerator was working. So basically my interpretation is as long as the fridge was fixed one day no problem, the timeframe it took and the level of service was irrelevant. All and all it took about 1 month to fix a refrigerator that Sears knew how to fix. Somewhere around week three the refrigerator really started to lose cooling capacity and I had to throw out $5000 of my wife's medicine. Not to mention I was storing all of these incorrect parts for Sears in my kitchen for a month, including while we were hosting Easter. Icing on the cake is during this time the loop ran with low refrigerant until there probably wasn't much left and probably affected the life of my compressors. read more

Horrific service....tech showed up ordered a part that was received by me the next day...but it took 2 weeks to repair the refrigerator. All the food was spoiled and they wouldn't help me replace some of the food even though it was their fault in taking so long to repair the refrigerator. Terrible, terrible service, and then they had the nerve to charge me top dollar to fix it even though it was only one year old. Never, Never will I use this service again...no wonder Sears is rumored to go out of business. read more

Service technician very nice and capable, but entire bill was $214. It took him maybe 5 minutes to diagnose the problem. The part cost $23 , and 15 minutes to install, between labor and visit fee was around $189, I felt ripped off for something that took about 20 minutes to fix, would not use again. read more

This has been a horrible experience. Our ice maker stopped working on June 21. We have a Sears Protection Agreement on it. Sears does not have enough technicians in the Albany area, so their "overflow" program sent a tech from another company. FIVE TIMES. Because he doesn't work for Sears, he has to order parts. Then the Freezer stopped working. We finally got assigned to a Sears "specialist who came on July 25 and said we need a new compressor. That had to be ordered and delivered to us. AFTER it was delivered and sitting in my living room, I had to call and schedule yet another visit. That was on August 8. The new technician said it wasn't the compressor --it was the starter. Which he replaced. The ice maker is not working. The freezer does not work. I have been on the phone with Sears to get a replacement refrigerator. They tell me they have no record of the first 5 visits and we need three functional failures before they will replace it. I spent most of Friday and Monday on the phone trying to find an english speaker who would understand that it is not our fault Sears does not have the other records. What DID happen is that they have scheduled yet another visit for 8-31, which I did not request. read more