Online scheduling was easy! They arrived on time and equipped to manage most common issues. After evaluating our 15 yr old fridge, they gave us the information to fix the issue, which would have cost as much as buying new. They were efficient and honest. I appreciate good service and honest advice. Recommend them if you're needing service. read more

To have you come out for a 4th time...since dryer still does not heat. Open the door just cool air. Figure it out or junk the thing.....after a month of this I am angry and all of this has been unacceptable. Plus waiting all day from 8-3....then you do not show up until 4-5. Think your company needs to rethink things. Very displeased customer....and praying I get answers this Saturday from 8-3 read more

Scheduled an appointment for the same day (9/18) at 1 - 5 pm. Kept getting updates that a tech was on the way after 2 more stops. Never did show up. It was very frustrating not being able to talk to anyone. read more

Had Sears Appliance Repair out to fix the light in our Whirlpool refrigerator. The cost was over $400 to replace the light. Light lasted about 2 months. Doesn't work again. It is impossible to reach anyone at Sears Appliance Repair. It's all Artificial Intelligence and hangs up on me. Never again will I use Sears. read more

Here's the number one problem as I observe all reviews and the automated replies. There's just no direct connection from consumer to an actual point of contact with Sears. Not even the responses to the reviews are a real person. They're AI generated. I had an appointment window from 8 am to 5 pm and at 1:41 pm I received a text message canceling. Mind you, I had a friend (probably not so much anymore) house sit for me the entire day so I could go to work. Now the real headache begins. Trying to reach a live person at Sears, well, it's just not going to happen. After several attempts, and more of my time surrendered over to Sears, I was able to crack the code to a number that gave me a foreigner. He apologized, and assured me the problem would be escalated to a smaller window the next morning. Fast forward to me waiting the next morning with no notifications or tracking as he had assured me. I begin the journey of more calls, only to eventually be told by a foreigner that I had a window of 8 to 5. After I explained everything, we canceled that day's appointment and went back to the theory of the escalated shorter window for the following morning. Later that day I received a cancelation text at 1:35 pm to cancel that day's appointment, the one that the representative and I had already canceled in our conversation earlier that morning. Next morning, as I sit waiting for any notifications regarding the alleged appointment, nothing except for texts and emails telling me that I have already passed my appointment for the previous day, and I should reschedule. Yaass, Sears, I should hang on to the bars of your merry-go-round for some glimmer of an actual local to arrive, and from the sounds of other reviews, a whole new set of issues. Step away from this carnival ride, folks. read more

My service tech did a great job. He was efficient and got the job done right. I would give him five stars. The communication and structure of the service was only 1 star. This is due to the fact that I was told my service would be done on Monday - between 8-5 - which is a ridiculous window to expect people to stick around and I got no notification at all except an e mail after 5 telling me my new service window was 8-5 on Wednesday with no explanation of why I had been rescheduled and no phone call telling me you were sorry that you wouldn't be getting to me after asking me to be available during your 9 hour service window. At least narrow it down to half a day or tell people where they are on the service schedule so they have some idea of what to expect. read more

He was efficient, courteous, and cleaned up the area he worked in. He was very informative of what he was doing.

Great communication of expectations prior to visit, thorough assessment diagnosing the issue, and personable. Thanks Brian!

Eric was very friendly and quickly diagnosed and explained the problem and provided an estimate of cost.

excellent service. Was very patient answering my questions. fixed washing machine, and did maintenance on both dryer and washing machine. provided thorough and easy to understand explanation of what he was going to do. I was very pleased. read more

Walt is a nice guy. He was not able to fix the problem. He needs to get to the root cause of the problem. Unfortunately, he has not been able to do that. read more

He is very unprofessional, didn't cover his feet thus tracking dirt from outside into my house, he told me I had to tear apart the dishwasher and clean it when no one in all of the years has ever told us that, he also told me I could throw away the box that the part came in, however, the part he removed was in the box along with wet rags and garbage, the bottom fell out of the box and also leaked on my kitchen floor, it is not my job to clean up after any service person, I really don't want him back in my house, this is also not the first time I have dealt with him and he is just not a pleasant person. read more

Was not pleasant, tracked in my house, left a mess and said I could throw away his garbage. Poor customer service.

Prompt responses and timely communication regarding scheduling appointment. The service representative was also great. Will use again.

Tech called prior to appointment- confirmed did NOT have the new parts (2 new remotes) required for installation & told me it was customer's responsibility to order parts, not the tech. That was strange considering I re eived courtesy appt reminder call that confirmed appt + 2 new parts/remotes would be installed during appt. Needless to say appt wasn't required since tech had nothing to offer. Reported tech as rude, flippant, & needing to work elsewhere as this was his 3rd attempt at "fixing" the issue. read more

Your repai man was curtoo us and promptly fixed our ice maker. Didn't reall take all tgat time to get it going!

this is the worst service I have ever had I can't seem to get anyone to remedy the problem all I get are excuses I would not recommend this company to my worst enemy and I am going to cancel my contract with them read more

this man came into our house was pleasant went back to our washer and told him what was wrong with it. He did not touch our washer at all. He said it was the pump. I told him the pump is working fine. He told me to take the pump off and clean it because it would cost me $600 for him to do it. He said it would be cheaper just to go out and buy a new washer, it felt like to me we were being rushed because it was after 5 o'clock and he wanted to go home so he brought up something on his phone on prices for a pump and said this is how much it's gonna cost you a pump and this is how much it's gonna cost for labor it was over $700 So I signed it. He left as I denied him working on it and we are being charged $100 for him not doing a damn thing the next day we called someone else a family member over to look at our washer. He said the pump is working great. he diagnosed it and it was the front electric panel on the washer. So we went out and bought a brand new washer. The man that you sent out to my horse to look at my washer how can you guys get away with charging people $100 to diagnose something when you don't even hardly even look at it he didn't even touch our washer and diagnosed it wrong so my friggin money you got my name you got my credit card number I want my money back refunded to me on my credit card I do have lawyers too social media is a big thing nowadays only thing it takes is a person that has over 500,000 followers to say something about your company. I don't want to do this but I feel like I was scammed my name Terry Onstank. read more

Sears Home Repair warranty program is a sham. The repairman are professional and courteous but the communications group who schedules the repairs sounds like they are not based in the United States and have no clue what's going on. I had an appointment to fix my dryer according to the printed receipt. Then on the day of scheduled appointment they didn't show. When I called them they said it was only a "temporary appointment " and that they needed a part. I asked why no one called and they replied it was only a temporary appointment so I shouldn't have expected them. They guy on the phone then tried to blame the repairman. Now they say it's the 30th before they can come. If they truly show that day, it will be 21 days without my dryer. I would just recommend walking away from this program. It's sounds good on paper but the scheduling or communications department is not worth the hassle to deal with. read more

I ordered a new refrigerator from Sears a few days ago after arriving home to find ours dead. I asked for them to deliver it when my husband is home from work. I also asked them in their comments "Please deliver it later in the day". I figured this way, with a 7 am- 9 pm delivery window that it would at the very least be around noon, which is when my husband and I (and our 4 month old daughter) get up (he works 1 pm- 10 pm and stays up until 4 am most nights.) I got an e mail with my delivery time. 8 am- 10 am. I called immediately and was told I couldn't change it by a very rude woman on the phone. Strike one. Well, we needed the fridge, my husband said he would just stay up and go to sleep after they delivered it. They get here at 8:30 or so, take one look at the fridge and demand that we disconnect it. That's fine. I get it. That wasn't the issue. The issue was that apparently the contract company was supposed to inform us that we were supposed to do this. I checked through all the e mails I'd received and even listened to a voicemail I had. Nope. At no point did they tell us that we had to disconnect it ourselves.Strike two. My husband gets told "if you can take those doors off and disconnect it we'll come right back. Just give us a call." And he received 2 phone #'s. On the way out, I see they've woken up my daughter and she's crying on the monitor. After my husband mentioned that she was sleeping and could they be quieter. She has slept through parties we've had and the vacuum running. Strike three. My husband got everything dismantled and ready to go in less than 30 minutes. I even cleaned out the fridge again.He called the first number and this very rude lady said she was talking to them right now (a lie) and they were too far away to come back. She said she could reschedule the earliest possible pick up as the 17th of April. No. Strike one with this lady. She asked us to wait and said she was going to contact them. She forgot to put my husband on hold and he heard her just chatting with someone. (another lie). Strike two. She then came back and repeated that it would be the 17th. My husband refused to accept that and explained the situation again. I would like to point out that at this point it was 10 am and my husband had already been up for 22 hours straight. Finally, she said that she would contact their dispatch and we would receive a call back shortly. (yet another lie. We never received a call.) Strike three. Finally, around 10:30, my husband called the second number, which was a direct line to one of the delivery guys. (Who by the way was surprised because he never got a call from dispatch). He said he would be here around 11. Nope. Noon rolls around and still no delivery guys. So, my husband calls again. Now we're delivery #11. At 1:30, I finally insisted my husband just go to bed and if I need him I'll wake him up. Around 2 pm I receive a call. I answer. No reply. I say something again. Nope. No reply. Then the number hangs up. Immediately it calls back, so I answer again. This time one of the delivery guys says "Sorry, are you in the house with the man who wants us to pick up a fridge?" Strike one. Seriously? No. I'm in MY house, MY name is on the delivery, you called MY phone number. Instead I said "Yes, we have the fridge in the front room." Oh. I forgot to mention. Before going to bed, my husband dragged the old fridge into the front room and hooked up the new fridge in the kitchen. Well, they got here around 2:15 or so and came in. I asked how they were doing and they all just replied it had been a long day like that was somehow my fault. Then they lifted the fridge and doors out. One of them dumped water all over my floor. His response? "Oh...well that's a lot of water." No "sorry" or "we'll get that" or "do you have a towel". Nothing. Strike two. I grabbed a towel and cleaned it up. I went to check on my daughter and when I came back the truck was gone. The cash I'd had for them (I believe in tipping despite bad service) was still sitting in the living room, I didn't sign anything, they didn't even say they were leaving or "have a nice day". Nothing. They even left my front door open! Strike three. read more

In July I asked sears appliance repair to come out and check my 3 year old LG dryer. The repairman arrived and shortly there after notified me that I would need a new drum and that I would have to pay for it that day. I wrote a check on July 14, 2017 for $190.41. After he left I thought about it and by that evening I realized I may have been taken advantage of. I called Sears that evening to request the cancellation of the drum and requested a refund for that portion of my check. It is now October and I have 1 not received a drum or 2 my money back, even after several requests. read more

Our high end fridge is about 1 year and a few weeks old. Last Sunday it decided to quite working. At first I thought water on the floor was from a priding water line, then i realized it was the ice melting. Everything in the freezer will have to be tossed. We have the extended warranty so I called it in right away. She issued an emergency repair request and said someone would be here in 24-48 hours. Called today (after the 48 hours) to check the status and found out I am scheduled for a week from this Friday. I agree with another reviewer their program is a sham! No wonder they are shutting stores down, they lost the meaning of customer service. read more

I scheduled on-line. The appointment was timely and confirmed on-line. I received a reminder and then a phone call about 20 minutes before he pulled into my driveway. He explained what was happening. He had the customary parts but my repairs never seem customary. The part was ordered and arrived as stated. The service showed up the next day and the parts were installed quickly. He cleaned up everything and took all of the packaging with him. Both repair people were pleasant and knowledgeable. I will use them again. read more

I contacted Sears Appliance Repair to look at my gas dryer, which was not heating properly and was making a noise when it tried to ignite. A pair of technicians came to my house--it seemed like one was new to the job and the other was experienced. They checked the dryer and immediately told me that my problems were due to lint build-up and dirty ducts. I was told that they could clean the dryer but I would need to clean the ducts myself. They cleaned the lint from inside the dryer, charged me for the cleaning, and left. But they didn't fix the problem. Same issues with heating and noise, even when the dryer isn't hooked to the duct. I went from a dirty dryer that didn't work to a clean dryer that doesn't work, and paid $130 for them to vacuum out my dryer. When I called to complain and have someone come back out, I was told that it would be 10 days. I feel that I have been taken advantage of and not taken seriously. Now my only recourse is to have probably the same dismissive and non-thorough contractors come out and try again. read more