Last fall, we noticed issues with our heater furnace not working properly but the A/C was. Had Sears come out over a week ago, and they replaced two parts to get the heater working properly. However, they damaged something to keep the a/c from working. They have tried two times to resolve the issue and lied about coming back this morning to fix the A/C. I would seek other Companies if you needed appliance or HVAC repairs. read more

Scheduled my appointment online to have my icemaker looked at because it isn't working. 10/11 technician shows up and it was evident that he wasn't familiar with the model. He thought I had 2 icemakers when there is only 1 (because he saw my tray with bourbon ice cubes in the freezer section) and he locked himself out of the control panel and I had to unlock it for him. After checking the water filter, coils, running water to make sure the lines were clear and turning the fridge/freezer temp, he stated he couldn't find any issue and call back Monday if it wasn't making ice. Called Monday and customer service rep walked me through manually resetting the icemaker and give it 24hrs. Tuesday not making ice, call and the customer service rep schedules appt for Wednesday. Wednesday the tech cancels appt with no explanation. Call cust serv and reschedule appt for Thursday. Thursday the tech cancels appt with no explanation. Call cust serv and schedule appt for Friday and put note to the tech not to cancel the appointment. Friday the tech cancels appt with no explanation. Call cust serv and ask to speak to manager or someone I can file a complaint with or get my money back. Cust serv rep states they are the area to file complaints, will not refund the money and wants me to reschedule another appointment. The WORST customer service I have ever experience with any company! read more

the technician was excellent. The scheduling a customer service was terrible. The appointment window is too large (between 8:00 and 5:00). Our first appointment was canceled via text at 12:00. We were told it was unforeseen circumstances. The next appointment was canceled after 5:00 pm for the same reason. The technician that finally came was very nice and professional. I was sent a link that was supposed to update the arriva time for the technician. It did not update at all. read more

The advertise same day repair, but cannot do it same day. Sears repair is false advertising.

I was told a certain price for the diagnostic fee and then was overcharged. Trying to get in touch with an actual employee to fix the situation is impossible. Once I finally reached a representative, they did not issue a refund for the difference. Terrible way to operate a business read more

Icemaker still does not work The problem is the same as before Nothing was done to address the problem read more

Technician made the wrong diagnosis. Told us 2 parts were needed that were no longer available. Said if they were available would cost over $600 to repair. After he left we called a small local appliance business. Made immediate diagnosis that your repairman was wrong and that the motor was locked up and needed replacement. Said a replacement motor would cost about $85. Its now on order. I dont think your repairman had a good attitude. His heart wasnt in the job. He didnt inspire confidence. Seemed like he didnt put any real effort into diagnosing the problem. Not sure he really knew what he was doing. So the $119 service fee was a waste of money. Would like that money refunded. read more

the technician from Sears arrived and introduced himself and went straight to doing what he needed to do. He was very professional and very knowledgeable. I really appreciate employees that like read more

No one showed and they kept rescheduling and then marked it completed without doing the repair after 3 rescheduled. There is no phone number with the text link they gave and because it was my choice home warranty they want me to contact the warranty company to reschedule them to fix the things they already took my money for. Do not use them! read more

We haven't had a dryer for a month now. From poor scheduling to ordering the wrong part. Very disappointing! DO BETTER

Job is incomplete. Fridge still isn't working after paying $200 plus monthly warranty...

No issues with the techs who came to service the dishwasher. They were great the problem is I had initial service on April 24, parts ordered and arrive 2 days later. Repair was not completed until 2 June. They kept rescheduling the appointments week after week, no explanation because they don't have a phone that ANYONE answers. All I got were TEXT messages. Nothing else. Worse company ever. Feel bad for the Techs who have to put up with them. I would tell people to stay away from them. I will not be using them again. Totally unsatisfactory customer service on their part. I am in Auburn AL. read more

technician explained the process and repaired my issue. thank you for being professional and being thorough in your service.

! I had a repairman come out to repair a washer. He diagnosed the problem incorrectly and charged me over $200 for the repair, with a 90 day guarantee. The washer did not work the next day. Called and another repairman came out. Diagnosed another problem and said what I paid for was not the problem and that it was actually something more severe. I was told to call Sears to get refunded. I called Sears (which means a call center in Manila) and filed for a refund. After several follow up phone calls was told my refund was denied. Was told I could not appeal this decision-over the phone and would have to write a letter. They would take 30 days to respond. What I learned, is to not use this service! More importantly always pay for service with a credit card so that you have leverage. Again, evidence why traditionally trusted brands like Sears are going out of business! UPDATE: After posting this review, I was contacted by Sears and they reviewed my case and gave me a full refund. This was greatly appreciated! I do want to emphasize that both repairmen that came to my home were amicable and professional. Thank you for making things right! read more

Moved to a new area and thought I would try Sears as a trustworthy name. Very disappointed as the repairman came out and notified me that someone unhooked my washing machine when painting the house and that nothing was wrong so he hooked back up. I was relieved to hear this until I learned that Sears would charge me $287 for this. The service man informed me that if I would join their warranty program at $50 a month I would pay a discounted rate of $180? Obviously I did not elect to do this as I didn't want to continue to get robbed by Sears. Needless to say I will not be taken advantage of again. Buyers beware!!!!!!!! read more

Good customer service but outrageously expensive. $335 for 1 hour of labor (no parts required) to repair our LG freezer. All he did was un clog a tube and put it back together. I called the next day to ask about the charge and was told that's the cost. read more

Wonderful service from Samantha the best employee representing Sears I have ever met.

We had to wait almost 3 weeks for a technician to be dispatched to service our Kenmore Elite refrigerator (July 26th). After 2 hours and the technician replacing a new compressor, neither fridge nor freezer will cool. I have spent another 3 hours on the phone with the call center management (3rd party call center in the Philippines) and they are asking us to wait an additional 2 weeks (August 9th) to return and troubleshoot the initial issue. Terrible customer service, waiting 5 weeks to wait for a full-warranty repair is a joke. There are no Sears employees in the United States to call to authorized a local repair, or provide a temporary unit since they are so far behind in service. If service takes that long or the technicians are that busy...it might not be a product worth purchasing! Not much empathy from the call center, one instructed me to call an attorney if I wasn't happy...bottom line--WARRANTY HAS TERRIBLE SERVICE, LONG WAIT TIMES, & LITTLE VALUE (save your warranty money for a back-up fridge). read more

For all I know, the actual appliance repairs from Sears may be great. I'll never know, as their ridiculously INCOMPETENT business practices will keep me from ever trying to use them again. I was having some trouble with a Whirlpool refrigerator (a topic for another review someday) and called Sears Home Services to schedule repairs. It should have been my first warning sign when the first thing the voice recognition system understood was me yelling "you f**king piece of s**t!" ("I'm sorry you're dissatisfied; I'll connect you with an agent now.") The actual human being I got to talk to then spent several minutes trying to talk me into a home warranty program that I repeatedly said I didn't want. I finally convinced him that NO, I DON'T want the warranty (which costs upwards of $500 a year) so he relented and set up a repair call for the following Monday (five days later.) So I would know what time to be home to meet the service technician, I was told when he would be arriving: sometime between 8:00 - 5:30. That's right, a NINE-AND-A-HALF HOUR window. Fortunately, they said that on the day of the repair, someone would call to narrow that window. Ummmm, OK, I guess that's SOME help. Today's the day. I've been sitting here all morning waiting to hear from someone to let me know when he'll show up. Finally at NOON, I get a call. Oh good, is the tech on his way, or at least know when he'll be coming so I can step out for a while? Noooo, he called in sick this morning, so we'd like to reschedule you for FRIDAY. WTF? This guy called in sick this morning, before his first service call at 8:00, and it took you guys FOUR FRIKKIN' HOURS to call his appointments and let them know they were free to leave their houses? Thanks a load, Sears, but you can hold onto that Friday appointment. I called another company; they'll be here in two hours. read more

Horrible, HORRIBLE customer service! Don't bother making an appointment with these people, it won't make a difference. The repair man will show up whenever he can, regardless of what time you made an appointment for. To make matters worse, when you call to inquire where your repair man is, you will get someone who does not speak English very well who will then proceed to tell you that your appointment has been changed to later in the day. Good thing I took the morning off from work for this crap. read more

A call to Sears to replace a door switch produced a scheduled appointment, an on-time arrival, and a competent repairman who promptly replaced the switch. Another good experience getting repairs to our washer and dryer, both under warranty since 2005. read more