I was hesitant about Sears Appliance Repair considering the closing of stores. However, it turned out to be a great choice. The timeframe for technician arrival could have been shorter, but when he came to my house, he began work immediately! He quickly assessed the issue, explained the options, allowed me the opportunity to make an informed decision, and quickly started the repairs. I am pleased with the quality of service, the time it took, and the professionalism of the technician. read more

I spent over $1000 on a washing machine that is rusting, getting rust on my sheets & clothes. IT'S A WASHING MACHINE, FOR CRYING OUT LOUD! After the entire morning on the phone with Sears & Whirlpool, they are not going to do anything. I am NEVER DOING BUSINESS WITH SEARS AGAIN! read more

Technician came to check our Whirlpool refrigerator purchased from Sears for a water leak, but Sears tech unable find the cause. He saw Whirlpool was leaking but said readings were fine, and left. Bad on Sears for sending me surveys to which I responded but not calling me to tell me what they were going to do. This Whirlpool has been problematic and we have had at least 3 technicians visit but unable to fix even after replacing components. Probably won't buy Whirlpool or buy from Sears. read more

My 2 y.o Kenmore microwave was tripping the breaker. Website does not have a microwave option to select. Dispatcher had a very thick Indian dialect -- very difficult to understand. He could not understand the problem, so he listed it as a range hood and noted in comments the issue I had described. He scheduled the service. The tech calls me on his way several days later and THEN notices the comments specifying a microwave issue. He's not certified to fix microwaves, so he quickly contacts another tech, who then schedules me for next day service. Thomas was very prompt and polite. He kept me informed and entertained the whole visit! Ended up costing less than his initial estimate. I will consider the warranty options he explained for future calls. read more

Sears finally fixed an icemaker in my Kenmore refrigerator after 4 months and 5 service visits. I will never call Sears again for repairs. This was totally unacceptable. The only reason I went along with them was because the refrigerator was under a maintenance agreement. No More! read more

Do not use Sears. The tech came in, and broke an irreplaceable piece of my dishwasher. When I called Sears to get them to pay me they admitted that he broke the dishwasher beyond repair and then refused to pay me back. Because I don't have any way of getting the original receipt for the purchase of the dishwasher (I moved into a house with the dishwasher already in it, and I had no way of contacting the person who bought the dishwasher because they were two home-owners ago) they REFUSED TO PAY FOR THE DISHWASHER THEY BROKE. Absolutely unacceptable. They admit they broke it and then had completely unrealistic expectations for people to keep receipts from years ago. Pay me back when you break something. It's not that hard. read more

My Kenmore washer breaks down about every four months. 99.99% of the time I call to get it repaired it takes over a month for the repair to actually be complete. Sears continues to cancel and reschedule my appointments without my knowledge. read more

Horrible. Didn't show up, and they rescheduled an "emergency" repair for 12 days later -- EIGHTEEN DAYS WITHOUT A REFRIGERATOR. Sears Appliance Repair was the vendor chosen by American Home Shield (sometimes difficult to work with as well), after we had paid the $75 AHS scheduling fee, for what they defined as an "emergency" repair (refrigerator water leak requiring shutdown). For this "emergency," which simply entails finding and fixing a leak in the filter system (probably no parts necessary), Sears scheduled a repair visit for about six days after our original call about March 6. We lived without the refrigerator for the six days, and on the repair date (March 12) Sears called to say that the repair person would not be coming, because of a "personal" problem. They said that (1) they didn't have anyone else who could show up and (2) our next appointment would be 12 DAYS LATER, on March 24. When we spoke with a supervisor, we were told that they only did repairs in our area (a fairly large community) two days a week. We spoke with them twice and got no satisfaction. Next, we contacted American Home Shield, their contractee, with whom we have the maintenance contract. AHS finally contacted Sears, who emailed us within minutes with a "solution" which was to make us wait the same 12 days, until March 24 FOR WHAT THEY ALREADY DEFINED AS AN 'EMERGENCY" REPAIR (no change from the original rescheduling). Although polite, none of the customer service employees or supervisors at either Sears or AHS clear English; all appeared to be working from a script that shifts the problem to the customer. UPDATE: I've just made a third call. American Home Shield has now contacted a different repair contractor. This AHS person was very helpful; Sears Appliance Repair was not. read more

These guys are awful. They showed up after the 4 hour time window. The water dispenser and ice on the fridge were broken so we never connected the water line from the spigot in the wall to the fridge. I did not have a line handy and the technician did not have one, he said there was nothing he could do and then handed me an invoice for $180...The upfront communication is all done by a software program that ask for zero details. there is no place for comments so you can't even ask what is needed prior. It's an embarrassment how bad Sears has become. read more

I had the blower go out again on my Kenmore fridge. I called in a repair and they wanted $422.78 to replace a simple modular snap in part. The $40 part was $120 and the base labor fee is $300. Now if Sears does anything at all ,like lift a scewdriver ,there will be a minimum fee of $300 that they will not tell you about. If you ask them about labor charges on the phone they will tell you it is based on the work done. So they get the tech out and he tells you the estimate and takes the heat for there exploitive dishonest policy. Not informing customers that there lowest repair cost is now $300 is dishonest. Do not get tricked into using them. Find a local honest service provider. Ask about labor charges and parts mark ups. read more

Sears failed to deliver a full appliance package after being fully paid for. They also refused to give a refund and offered a store credit only. After 36 days they delivered with a sincere apology and a partial order. Please refrain from using Sears as they are not capable of providing the service that they claim. My order was a simple fridge, stove and dishwasher. read more

I scheduled an appointment for a pair of my refrigerator. The workmen called me one minute before my scheduled time and told me he would be 45 minutes late. He then called 10 minutes after the new time and said he would see me on Monday. It's Friday. He texted me to say I was not at home when he showed up. I sent him videos from cameras in front of my house and I asked him where & when. No response. He lied & he got caught. I regret ever giving Sears appliance repair the benefit of the doubt. Extremely poor, dishonest lack of service. read more

We called Sear's Service on the 2 year old refrigerator we purchased from them due to it stopped cooling in the fridge area. The service tech said it was the thermister that went bad and they charged us $420 in labor for a service call that was less than an hour plus $50 for the part. My mom (95 yrs old) was devastated because the new refrigerator only cost $700 new 2 years ago and now another $500 added. She trusted that they had good appliances but will never again go with Sears or their service. read more

0 Stars! Have been loyal Sears customer all of my life, but that ends NOW. I wasn't able to get an appointment in less than 2 weeks to have my refrigerator repaired and that is just to order the parts. By then, it was 3 weeks to get the appointment to have a compressor installed in my refrigerator. When the tech arrived, the parts were wrong, and then it is 4 weeks for the earliest appointment even though they couldn't get me the right compressor to start with. They make no attempt to correct their mistake. Multiple phone calls, 2 1/2 hours on the phone and promises of 4 people that will call me back with updates, and I have nothing. No one calls back. The job of the 800 numbers you can find is just to get you off of the phone without doing anything to resolve your problem. read more

I totally appreciate the service provided for my Samsung refrigerator. Unfortunately I purchased one with a perpetual ice maker issue. The service was prompt and efficient. The serviceman was extraordinary! read more

Very disappointed in my service call today for our broken microwave door handle. The $249.00 diagnostic fee is excessive but it is waived and you only pay for labor and parts so I proceeded since I have always used Sears Home Repair since owning our homes 20+ years and have never had to decline a repair. The new door on the microwave costs approx $200 if you search online on a $599 microwave. He then quoted me over $500 for the replacement of the door. I asked why the diagnostic fee was not waived and he claimed the labor on the door replacement would be enough to push it over $500. He then proceeded to show me that a screw gets removed, pop off the door, then put it back on. I am not sure how this equates to over $200 in labor charges. I was never given a solid answer on the actual labor cost....all was "about". I complained after to live chat and they told me to get a new microwave. I asked for an explanation on why the labor rate is $200 plus on a small repair that would take under 10 min and got no response. I declined the repair and am now out $249 with no work done other than his recommendation to glue it. Shame on you Sears for your vague and misleading "waive diagnostic fee" when you proceed to put it right back in for something so minor you were telling me to do it myself. You have lost a customer. read more

I have dealt with Sears for many years and I can now see why they are going out of business. Worst customer experience that I have ever experienced. We bought the extended warranty on our $1800.00 refrigerator and the fridge went totally out a week and a half ago and we can not get anywhere with sears on this issue. Repair people are still waiting approval on the repairs which more than likely will add up to the cost of the fridge, and we are still using our ice chests. TOTALLY BAD!!! Buyer beware!! read more

This garbage company has literally one guy doing repairs for the Cedar Park area - he has called out TWICE with no technican able to cover him. I now have to wait over a week to get this guy out here to fix my REFRIGERATOR. Terrible service, no quality control, and no ability to cover technicians when they are unavailable. I am CANCELING my sears warranty since it seems to just be a ploy to take money every month while drawing out the process to repair and maintenance. Just disgusting business practice. read more

This is the best place to come for appliances! Can't give enough praise to the clerks who helped us. What a great day to so easily buy great quality appliances at super prices. read more

We are beholden to Sear's because our fridge is still under warranty, and employing a non-Sear's technician or party, would void the remainder of the warranty. We stuck with Sear's because the cost with Sear's was cheaper than using a 3rd party entity. Sear's has farmed out their technicians to various contractors, who seem affiliated with home warranty companies. Therefore, a lot of time is dedicated to selling you a home warranty plan. Based upon the service, I would strongly advise against this. Over the span of our 2 visits, the technician did not arrive within the window allotted: window was 10-2, arrived at 5:30pm; second window was 1:3: arrived after 6:00pm. He did not call to indicate he would be late, and as a result, a technician was at our house at the calm time of 6:00pm, with the children home and dinner to be eaten. The required parts can be procured within 3 business days. However, the unavailability of the technicians delays the installation for at least two weeks. So, we were without our fridge for just less than a month. (See above about warranty.) The technician installed a new compressor. A layman cannot do this, for sure. However, the way he soldered the coils, there is a very loud rattle now. *sigh* Finally, the compressor failed on this fridge within 3 years of purchase. The technician actually told us it will fail again. It is sad that Sear's once a stalwart of American commercialism, is now a hodge-podge of techs just wearing a Sear's shirt. read more

Ok, I have to hand it to them. Because of this review, they reviewed my situation again and issued me a refund. Way to go Sears. To whomever is paying attention over there - thank you. read more

Get a beverage, settle in, I have a story to share...We purchased a Kenmore Elite refrigerator from Sears on October 28th, 2014. Within a year the back of the refrigerator had a sheet of ice on the inside. A repairman came out and replaced some parts. We purchased an extended plan (3 years). Fast forward to December 22nd, 2019. The compressor fails. I call Sears Repair line and am told that a serviceman will come out between 1-5 on December 23rd at a charge of $109, which can be applied towards the repairs.. I take the afternoon off from work. Clock ticks 5, no repairman. I call and am told he will be out by 6:40 PM. The clock moves to 7 PM and the repairman calls to say he is on his way, he was "busy" with other jobs. At 7:15 the repairman shows up, quickly diagnoses the issue (compressor) and says it will cost $465 in labor but the parts are under warranty. Oh, and the "trip charge" for this diagnosis $118 and change. He offers a suggestion, the repair charge can drop 15% if we sign up for an annual warranty plan ($60/year). We thank him for his time as I want to call Sears (think Lucy, Charlie Brown and a football). Today I call Sears and go through four different agents (all very friendly but unable to help) and am on hold (call time is at 20 plus minutes) when the call drops. (Attempt to kick the football- Sears yanks football right before I strike it - I fall flat). I call back and go through four other agents having to retell the tale and ask if there is anything Sears can do to work with us the repair price. Finally I am sent to Customer Service to a young man who says "We cannot change any repair costs" (Attempt to kick the football - Sears yanks the football right before I strike it - I fall flat). So, here I am, frustrated that we bought this fridge for over $2300 PLUS an extended warranty only to have it fail (again) with another $465 to spend if I want to try and use it for a few more years (football is positioned by Sears - I step back - and walk away). No thank you. I am so disappointed that this "top rated" appliance has not met any expectations, and that a large company like Sears would treat a customer so poorly (yep I am talking about me). No thank you Sears. I will take my business elsewhere and caution anyone who is thinking of buying their products to reconsider. Unless you like laying in the grass on your back in your best zig-zag striped shirt with shock and disappointment written on your face. read more

Good repair done right service tech did repair right and explained what he did clean up after. Only complaint was once I received the parts for repair could had a earlier appointment. read more

Beware of what you buy on sale at Sears. I purchased a Kenmore Front Load washer ($574) and Dryer ($699) November 19, 2017. I picked up the merchandise on December 2, 2017 and installed the units. I attempted to wash and immediately got an error code. I called the tech and they schedule an appointment for Friday Dec. 8, 2017. The tech us unable to diagnose what was wrong with the washer. I went to store to ask for a simple exchange because I didn't want to start out with a repaired unit. I was told by Adriana (with 1 N as she pointed out) that Sears wouldn't just give me an even exchange. I would have to repurchase the washer at a higher price and Sears would be willing to split the difference. Why would i have to pay more for a product that i purchase in good faith that would work beyond day 1. I spent over 2 hours at Sears Barton Creek Mall with no solution. Now I need to go back and talk to the store manager to plead my case for an even exchange and not to mention the inconvenience i have had to endure of not having a washing machine for now a week. read more

All service calls and parts have been a no cost thanks to the Sears service agreement we have on our Kenmore Elite refrigerator, but GOOD LUCK to anyone trying to get it repaired. We have been without a refrigerator for over a month now despite having 4 visits from service repair people. GOOD LUCK in scheduling that visit, too. Our repairs have been scheduled with technician either not able to make the repair or not showing up. Rescheduling the repair will takes weeks before they are next available Thank goodness we have our $150 ROPER fridge to help get us through. In short - SEARS SERVICE WARRANTIES may be great, but their REPAIR SERVICE and SCHEDULING sucks! read more

I purchased a washer, dryer and dishwasher from Sears a couple years ago. My dishwasher was not performing as usual so I took 5 hours from work off (for their 4 hour window) to wait for the service tech who arrived just before the 4th hour. The tech was from a contracted company who looked inside the unit and determined that it just needed to be cleaned with some solution and scrubbed. I thought that was odd but did as he told me, same issue days after I did as he instructed. I called them again, took another 5 hours off from work but this time it was a Sears technician who told me the contracted tech did not even run diagnostics on the unit because he would have known the pump and motor was not working. So he ordered the part while still here and set my appointment. Luckily it was the day before Thanksgiving and I was off from work. 15 min prior to a tech to arrive I called to check status, the rep told me the tech has not updated their call and they'd have him call me, received no call. 30 min after time to arrive I called again. I was told the same thing, they'd have the tech call me, still no call. I called 45 min after tech was supposed to arrive and this time spoke to a manager who told me he would call me back within 2 hours to give me an update, he never called me back (Kevin in the San Antonio office). I called back again and got a different rep who then told me a tech was not even assigned to my call because I did not call Sears to let them know my part arrived. I was furious! I was never instructed to call and let them know my part arrived! I asked to speak to another manager, who then told me that the tech that was assigned to my call was out sick and that the system was updated just then after 3pm. My question is how does a supervisor not know that a tech was not working that day until 3pm! My daughter will be moving into her new home and we were going to buy her appliances as a gift, DEFINITELY NOT FROM SEARS THIS TIME! I WILL NEVER BE A CUSTOMER AGAIN! read more

Horrible customer service representative who had no knowledge of what was going on struggled through finding the claim then proceeded to tell us a sales slip for purchase of our water heater was not proof of purchase. To make matters worse we had already established purchased in many previous phone conversations and a tech had come out and determined free replacement due to defect of product and still she proceeded to tell us proof of purchase was needed. Never buy water heater from sears again read more

The Sears "saga" continues: I just kicked out the technician (this is the 6th visit). He came, looked at the parts his previous colleague ordered and said that "it is wrong, that is not the problem, the parts will not fix the issue". Previously on the phone, when I scheduled the repair I told them several times I want the guy who ordered the parts and none of the guys who came before! https://www.facebook.com/Sears-Home-Services-1628352300731794/ read more

The technicians who have come in the past have been great. Dealing with them on the phone and on chat today has been a nightmare! I am so unhappy, mad and just plain pissed off. I have asked twice for a supervisor and they "are in a meeting". Has to be a call center in India. read more

We awoke to find our fridge and freezer warm. Terrible timing on a Labor Day weekend Saturday with tons of steaks and expensive food rotting away. We called around and no one was open until we thought of Sears repair. We signed up via on-line app and cancelled our plans for the day as we waited for the tech to show up in the promised 1:00 - 5:00 pm window. This should be called the "just kidding" service because we called at 2:00 pm and were told they would arrive by 3:00 pm. At 3:45 pm we were told by some person half way around the world that suddenly "there was a problem" with our appointment and would we like to reschedule? Of course this was late enough so we had absolutely no options but to watch our food rot. We were a loyal Sears customer for many years but no more. We have purchased a new fridge - not from Sears- but the whole experience rankles. read more

do not sign up for the sears credit card!!!!!!!! they will steal from you without you even knowing!!!!

Worst service i have ever experienced. A refrigerator was supposed to be delivered, after an hour after the window i called the to find out when it was coming i was told they are running late at 8pm called again was told they tried to deliver , I was there the whole time never left was never called .....9pm have to load everything that survived the day back in because i was told they could not guarantee a delivery the next day either, 8 hrs of a day wasted along with hundreds of dollars worth of food......will never buy anything from Sears again read more

Since my complaint, I have received email asking that I provide a copy of the receipt. Today, I emailed the company as requested, hoping that my refund will arrive soon. I appreciate the outreach and hope this will settle the matter. read more

They get 1 star only because I can't give them anything lower. Over the last 5 years I've bought countless tools, a dishwasher, stand-up freezer, grill, stackable washer & dryer for my wife's business, washer & dryer for home, and a new fridge. I always buy the extended warranty - it's pretty much paid for itself. We've had the fridge for 3 years now, and have had nothing but trouble with the in-door ice/water dispenser. They've been out here 6 times to work on it. I've been told multiple times that they'll exchange it, but then I talk to someone else and they tell me there's another hurdle I have to jump before they'll exchange it. I'm done with them. Even if they do offer to exchange this POS, i'm not getting the same POS Kenmore fridge again. And I'm not ever buying anything else at Sears again. And I would discourage anyone else from wasting your money with them, too. read more

DO NOT PURCHASE EXTENDED WARRANTIES FROM SEARS. They are not worth it. We purchased the extended warranty and have been told there is no replacement part for our SHARP TV but I've yet to see the replacement TV. Have called the Protection Agreement department with Sears and no one can give us an answer as to when we can expect to see our replacement TV. Was directed to Sharp and they can't answer your questions either. We paid for a warranty and have been without a TV for almost a month. So save your money. Extended warranties are a rip off. read more

The worst experience ever. From barely being able to understand any of the multiple customer service agents I was rerouted to over my one hour on the phone with them, to the no show tech, to going on week 2 of a broken refrigerator. I will never purchase a Sears appliance again if it means another experience like this. Losing my business may mean nothing to them but word of mouth recommendations go a long way for stores - they will never get a good word from me again. read more

Shaun was the gentleman who replaced the collar on my Samsung Washer and then helped with my dryer. He was such a gentleman, courteous, professional, and helpful. I will never hesitate to request him again should I need other appliance service. Thanks Shaun! read more

Do not Buy Appliances at Sears. If you do buy Appliances Do not Buy the Protection plan. If you need an Appliance repair get someone besides Sears home Service. I am sure they will be closing all of their stores soon due to poor merchandise and poor selection, but don't be tempted by their sales, you will be disappointed and completely frustrated dealing with them. Never Again! read more

This is a well earned one star review. We purchased a Kenmore dishwasher in November 2017. While it worked we loved it. It stopped working in July. Fine. It happens. That's why companies have warranties. Call Sears Home Services and repairman comes late. Diagnosis is new motherboard. He orders it and two weeks later comes back. He tells us they put the wrong part in the right box. So he reorders the correct part on August 7, 2018. Says will come install it on the 14th. No part shows up. No call. We call and learn part is on back order no estimated ship date. Call again on 8/24 and told still no ship date. Talk to online chat on 8/25 and told will ship on 9/5 and since more than 21 days back order we get replacement dishwasher but have to call someone during business hours. I call on 8/27 and told the part isn't even available anymore. It's NLA on her screen she says. But, she can't enter a replacement until another employee researcher confirms the part is actually NLA. I bring up the 21 day thing. She says it's 30 days. Now I'm ticked off. But still respectful. I point out the first order was in July. So it's been 30 days. She says supervisor will call in 30 to 60 minutes. That was four hours ago. I'm sorry. For the sake of the employees I don't want Sears to disappear. But with customer service like this you'll be out of business by end of year. read more

Called Sears for a dryer problem of not getting hot or drying clothes. Service tech arrived and didn't perform any diagnostics nor was he a certified tech. Told us he could do nothing as it's too old and we were better off buying a new dryer. He left us - not working and $89.00 charge. Hired Lee's Appliance - 2 hours later arrived, within 5 min, performed a simple voltage test on the timer and noted it was not getting 220V. traced issue to the plug. Service call $60.00 plus a new plug $15.00. Call "Lee's Appliance" !!! 2004 Rachel Ridge Cedar Park, TX 78613 Phone number (512) 569-3640 Business website leesapplianceandhomerepair.com Here is Sear's response to my dispute - after talking to overseas call centers and waiting 3 days for anything. I get the below email. Dear ***** Thank you for contacting Sears Holdings Corporation. We thank you for allowing us the opportunity to assist you with your recent experience. If you have any further questions, please feel free to contact us by replying to this email or via phone. Please see below for the results of our research. Record Number: 406***** Phone Number: 512******* Research Request: Refund for the trip fee for the service done on your dryer Research Results: We researched on your request and found that you had a service order 413******* on your dryer scheduled on 02/19/2016.You have been charged $89.00 for the attempt and service made by technician which is not refundable. All charges are correct according to our records. Sincerely, Sears Member Services 800-479-6351 Game over with the almighty Sear's holding company. Scam to sell me a new dryer? One might think twice before calling. Call Lee's - honest trustworthy. Don't make my mistake. I hope this helps. read more