Kym has been to my house multiple times. Always a quality job. She squeezed me in instead of me waiting another 2 weeks. read more

Austin and Tim provided excellent repair service. I would easily have them back to work on my appliance. However, this company now ONLY uses AI to schedule the appointments. No human was ever available to speak to about the estimated time of arrival. The window was an entire day of waiting from 8 AM-5PM without an availability to request a morning or afternoon timeframe appointment. When needing to speak to someone about the parts, AI was the only option which provided NO SERVICE WHATSOEVER. Let AI assist but do not completely replace humans for a higher quality interaction and the opportunity to provide better customer service. read more

First, you can't talk to a real person and their AI system is a joke. For starters they gave me a appointment date without asking if I could make it. After making the appointment, they text me again to see to see if I could make another date. I responded to their text saying I could do it, Nothing. No responds. Then the next day they did the same thing. When I called, their AI schedule me for a completely different day than what I asked for. I had a choice, either make their appointment they gave me or close the ticket and start over. When a technician showed up, he found a part when bad on the unit and he needed to order a new one. I get a text me for a follow-up appointment and a link to track the new part pointed back to the follow-up appointment. Their AI system again confirmed the link to track the needed part was the schedule appointment. The schedule follow-up day, I find out Sears did not even over the part and I wasted a whole day sitting around for nothing. My unit is still not fixed and have no idea when it will be fixed. read more

very prompt and efficient. really appreciated updates I received about appointment. Wish everyone that comes to make repairs would take some lessons from the sears efficiency. read more

A $119.00 rip off. No service truck, no parts and suggested tablespoon of vinegar was the fix. Did not fix it but still charged 119.00

He never came my refrigerator is still not fixed I'm getting tired of not able to get it fixed properly

He was prompt courteous and efficient. He informed me of warranty and facilitated my signing up. I was very pleased and can highly recommend your service. read more

Tech was great but washer is unfixable n needs to be replaced. As soon as possible. This problem has lasted over 2 and 1/2 months. Thank you read more

My tech, Chris is very professional, clean, caring, and knowledgeable. Calling before arriving and always keeps his appointments.

Unprofessional and unhelpful, did not act like he knew what he was doing at all and ultimately told me I should try calling someone else while also saying refunds can't be issued. Tossed pieces on the floor as he disassembled and asked me to sign things multiple times without telling me what they were for. In the end I spent 100 dollars to have someone come out and tell me my fridge was broke like I didn't know that already and that I should try someone else. Not sure why the manufacturer referred me here at all. read more

If only they could score a zero. You schedule an appointment online- great convenience, trusting that the technician will arrive as scheduled only to receive a message that you need to reschedule through a very difficult automated system. Rescheduled for 3 days later only to receive another call stating once again that the appointment needs to be rescheduled. Utilizing the online chat I was informed that the technician as now scheduled me for another 3 days out. Very frustrating and needless to say a real let down for a business that used to known for their products and service. Very disappointed. read more

My refrigerator still hasn't been repaired its been since April and I just get the run around!!!!!

Ordered an over the range microwave from sears with specific measurements to make sure of good fit. That all went well. Called about getting it installed. Guess what? No one installs in my area! Hope I can find someone to install it, because Sears CAN'T! read more

Don't use this company! There's a reason Sears is a dying (dead?) brand. I've spent too much time dealing with issues problems to a piss-poor customer rep at the outset. Let's start at the beginning... I called yesterday for a repair on a dryer at a rental property. They said they could be here this afternoon. I asked for a call when they were on the way so I could meet them since the tenant would be at work. I don't see this as an unreasonable request. I'm not going to spend 4 hours sitting in my tenants home waiting for a tech. I was told that the techs don't do that but she's put a note on the ticket and hopefully they'd see it. She then told me I'd get an email where I could track the techs arrival time. That email never came. Today I left work at noon so I could be at home when they called. Home is closer to the tenants house than work is. At 3:45 I get a call from work asking if I know anything about Sears coming out to fix something between 3-5. I said they aren't coming there, why? This is when I realize that the CSR yesterday never asked my contact info. She just asked the address of the property. This nitwit just used my work number! So here I am sitting in my tenant's driveway unable to check the status in the system because I don't know which of the 10 phone numbers this woman used on the ticket. This fiasco has guaranteed that I'll never do business with Sears again. Save yourself a headache and avoid them at all costs. read more

Took off work to have service performed. The time slot was 8 to noon. At 11:50 they TEXTED to reschedule for another day a week out. Unreliable. They offered me 15% off the service if I didn't cancel, but I need my oven repaired and I already waited a week for THIS appointment. Very frustrated. read more

Another great service call on an older refrigerator. Every time I have called Sears for service, I have been more than satisfied. I tried another service company once, admittedly with a lower service call fee. However, it was a waste of money. All they did was come to tell me they really didn't want to do the repair, and if they did, it would require taking the appliance back to shop for a couple of weeks. I called Sears. Great service tech came, diagnosed problem, ordered part, had it shipped, returned to install, and Voila! all done. One of the times I called for a repair, I was expecting a warranty, which I didn't get. However, I received it in the mail later. I'll keep using Sears. I prefer to repair rather than replace unless it's absolutely necessary. read more

TechnIcian gave us an hour notice before arriving on our scheduled date, which was helpful. He was courteous and efficient in his work. He took precautions to not cause scarring on our kitchen floor and cleaned the work space when he was finished. He had the parts needed and was able to fix the refrigerator immediately after diagnosis. Excellent service! read more

On May 19, 2021 I called Sears to repair our Craftsman Rider Mower. The phone connection was terrible but they scheduled an appointment for May 20th, 2021 and charged me $50 which they said would be deducted from my bill. Thursday, May 20, 2021 Sears arrived on time and the serviceman was Mr. Yeti. He got the rider mower started but he did not drive the rider mower to make sure it worked. I have been using Sears for 15 years so I was too trusting. I also didn't notice the $50 was not deducted from the bill. After he left, I got on the rider mower and started mowing and it didn't last 5 minutes. I called Sears and the menu driven system does not offer an option for them to come back to finish the repair and they did not offer an option for me to talk to a human being. So, I was forced to schedule another repair job and they are charging me another diagnostic fee of $139. I IM'd a customer service agent about this and they said I had to prove I paid $50 as a down payment. No problem, it is on my bank statement but I do not understand why it is not showing up on their end. The way Sears is handling this situation is unacceptable and their menu driven system is stroke level frustrating. read more

If I could give them minus stars I would. What they don't tell you when you call for an appointment is they will try and up-sale you a maintance service policy on all your appliances. If you refuse to buy it, then they won't fix your appliance you called them on. They told me it would be $250 to fix my dryer, but I had to purchase an additional $50 a month maintanance contract ($600 a year) on my appliance or they wouldn't fix my dryer. You're out the $99 service fee, and your appliance still isn't fixed. I ended up fixing it myself for $35 in parts and an hour work. They're listed with a local address and phone number, but you're switched to a national call center. THIS IS A SCAM!!!!! Do NOT do business with Sears!!! read more

Our Kenmore Elite Front load washer has been leaking for a year and a half. November 2015, we had a repairman come and advised he couldn't find any issues and that we were using too much soap and was backed up in the hoses. I have used loads with the Sears tablets and just bleach loads several times a month but we still had the leaks when washing. In October 2016, we had LOTS of water on the floor after washing. We called for an appointment (had to wait 2 weeks), then when the time came, the repairman didn't have the part and had to order it. We had to schedule another appointment (had to wait another 2 weeks). We received a part in the mail but when the repairman went to put it in, the part was for a dishwasher. The repairman was able to get the part locally and put the part in that day. The repairman never tested the washer to make sure that fixed the problem. I still have the same leak that I did before. I will have to call again for another appointment to try to get it fixed again. read more