Worst customer service ever! No problem with the repair but the reparman accidentally charged me twice. From there everything turned into a nightmare - varying responses from: we didn't charge you twice, we can't tell how many times we charged you call this number where no one will answer, this isn't the right number, etc. Two weeks, 8 phone calls, 4 emails, and 1 chat later I'm still unclear as to whether they're going to send me a refund. So while I was very happy with the repair the customer service is so atrocious I would never go back. read more

5 years ago I bought a water softener from Sears and had their installer put it in. Shortly thereafter it failed. Sears sent a repairman out to fix it and he couldn't guarantee that the repair would work. When asked why he bothered to come he replied that he was assigned the job and that is all he could do for me, besides charge me the hundred dollar fee for "repair". 6 years later the unit failed and must be replaced for a cost of over $700. I wanted my unit fixed, and Sears said they would charge me over $300 for a new softener and installation but they said there are NO REPAIRMEN for my area. So, in a nutshell they will sell you a new unit but will never repair it. Foley's Pumps in Danbury now gets my money and I get a new softener. I am a former Sears employee and am appalled at the help they hire....sales people don't speak English well, and they are full of ATTITUDE. Don't patronize Sears! read more

Never ever ever use Sears Appliance repair. I had a confirmed appointment for today between 1-5 pm, stayed home the entire time, called at 3:15 to make sure they were still coming and to see if they could give me a better idea of when, and was told they would be here between 4-5 pm. At 5:10, still no one had arrived so I called them back. I was told that they won't be able to get a technician out today, and what's worse, they won't be able to get one out until December 30th (8 days from now). I explained that my oven doesn't work, and I am hosting Christmas dinner, and that did not make a difference. Even speaking to a supervisor didn't make a difference. Stay far away from this company - they do not deserve to be in business!!!!! read more

I have my water heater on a maintenance plan with Sears. It broke 4 weeks ago and I am still waiting for a replacement! No showers! No hot water for laundry or to wash dishes! I have paid on my maintenance plan for over 10 years, and they have me over a barrel. read more

For the love of god, do not use Sears for service repairs! There is a reason Sears is in bankruptcy and their service department is it. They only allow communication through the 1800 number - meaning it takes 2 hours to speak to someone. Every time you need them. Every time. They scheduled a service call - never showed. Never called. I called again, waited 2 hours again - rescheduled it. They cancelled it and moved it 2 days. Then cancelled it again - and moved 2 more days. Ended up taking me a month the get my refrigerator fixed. A-holes. The part that broke, the LG compressor. Sears used this compressor after they KNEW it sucked - there are 2 lawsuits about how shitty the compressors are. Why did they use a shitty part you might ask. Well, it is because LG has to pay for the replacement compressor (not the consumer) and Sears gets to overcharge you for the service to replace it. It is criminal what they are doing. You are better off using your local repair shop and paying for the parts. #searssucksass. read more

We have had a Sears appliance service contract for 4 years and have generally been pleased with it; however, our recent dryer repair was completely unsatisfactory. The technician was incapable and incompetent. He was unable to move the dryer at all. He didn't bring in a stepladder or anything. I brought him two different sizes of stepladders. He said he had a bad back and that it should have been moved out into the room for him (which was news to me)! Then, after I called my son to come and move it for the technician who finally began to work on it, my son noticed that the tech was attempting to shove the dryer back together without repairing a very obvious torn gasket. It was torn completely through and simply hanging off of the machine. Incredibly, the man began to argue with my son saying it was fine. Only after I stepped in to inquire about a new gasket part (which he didn't have) and perhaps ask about gluing it at least with my glue, then he said he had some high temperature glue and would try that. Notice that he didn't offer that initially. After a little while, he asked my son to pick up the machine for him. The tech left and then I noticed that the hot air was blowing directly into a closet which is behind the laundry room wall!! He never even connect the vent! Nor did he even bother to check and see that all was well! I am not happy at all with this particular technician. Incapable and incompetent...and should never be sent to any customer. read more

The service technician was nice, polite and cleaned up and arrived in the time period given. The tracking email was helpful also. Refrigerator is working fine now (thermostat) and was under 350 to repair. read more

Out to rip you off. Go with a local repair outfit, not these guys! My dishwasher had no power to the consol as I tried to troubleshoot myself checking the fuse harness. I had power at both connections so I was stumped and tried Sears Appliance Repair. Never again. I told them the problem and scheduled a technician within a few hours. I was quoted on the phone and via email that it would cost a minimum of $59.00 to diagnose the problem. Then they would quote me the labor and cost of the part to fix the machine. If I agreed to go ahead with the job the $59.00 would go towards the total cost of the repair. If I did not want to move ahead with it I was responsible for the $59.00 charge. Fair enough, right? The repairman came by with a supervisor and a tech in training...OK. Diagnosed the problem as it was in fact the fuse. Go figure. He Quoted $221.00 for the total cost of the repair as I questioned the cost. Got a bunch of double-speak. I had a house full of people at the time and had to get it done quick as I was headed out so I said go ahead with it. I'm in a bind and I'm $59.00 in a hole already, so do it. Singed the receipt to my VISA card and they left. Should have looked at it in detail before they left so my bad on that one. Looked at the receipt and they billed the $59.00 on top of the $110.00 labor charge so it did NOT go towards the total cost of the repair. The fuse was $39.00 as I found it readily available on the net for $13.00 to $14.00. Total time on the repair was around 30 minutes. I emailed called customer service numerous times complaining that the $59.00 did not go towards the total cost of the repair as promised up-front and in the email confirmation they sent me as I ate the cost of the part. Basically I was told to pound sand and that the $59.00 diagnostic fee IS part of the labor. A bunch of more doublespeak to take your money. As I stated above. Stay away from Sears Appliance Repair and go with a local repair contractor. This repair probably should have been around $120.00 to $140.00, tops! And that's being generous. read more

If I could give them a negative score, I would. I had a technician come to fix my oven on October 27. He fixed the oven but didn't have the parts to repair the burners. He ordered the parts and told me he would come back on November 8 from 8am to 12pm. I was called by the company, the day before (November 7) to confirm. It was an automated system and I did confirm my appointment for the next day. When the technician didn't arrive by noon, I called and was told that I had not confirmed in time so my appointment had been cancelled. Even though THEY called ME!!! So I rescheduled for November 20 from 10am to 2pm. When we got closer to 2pm I called every 2 hours. My appointment then went to 2pm to 4pm. Then an actual person picked up at around 5pm and told me I was the next appointment and he would be here within the hour. By 646pm I called again and was told that he wasn't going to make it and I needed to reschedule again. I was in the process of writing a letter to the company when at 724pm the technician actually showed up, didn't knock but placed a sticky on my door that said "sorry we missed you". Luckily I have a security system which recorded all this. He was scheduled to come today, November 27 from 1-5pm. After a few phone calls,he actually arrived at 645. But of course, the parts that were ordered were not the correct parts and now the parts were on backorder and since they ordered them the first time, I was over my limit and I had to pay for the parts myself now. This is a home warranty service that I pay $50 a month for and a $75 deductible when they actually show up. I am going to cancel first thing in the morning. No one from the company ever answered my emails or snail mail to corporate headquarters. Guess they don't care about customer service AT ALL!!!! Stay clear!!! read more

Made an appointment with a 10-2 window. Was confirmed with 2 emails and a phone call. The tech did not show up until 4:00, with NO CALL to say he was delayed until 3:40, when he called to check if it was still OK to come. I understand delays can occur, but someone from Sears must call! This was handled was extremely unprofessionally. read more

We will have our 4th visit to fix frig freezer. Techs are always nice and polite. Each time tech leaves it stops cooling and freezing and we lose all our food. Good thing we have insurance and we charge them $300 for each claim. Each time it take two weeks for next appt so it stinks using college frig upstairs and running to beasement frig. Sears site rule is if it's for the same break 3x we'll replace your appliance. Sears is a bunch of LIARS! read more

I called Sears Appliance Repair about a leak with my Kenmore dishwasher. The tech came in took the cover off the door and ran the dishwasher. After about 3 minutes, he told me that internal tub to the dishwasher was warping. He said that the manufacturer knew about this issue and it would cost about $580 to fix. I asked if this is a manufacture's defect he would not answer the question. If did say that the manufacture's suggested repair was to replace the tub and since it was outside the manufacture's warranty time frame, it is not covered. I had to spend $135 dollars for the diagnostic fee to find out my dishwasher has a manufacturer's defect which results in internal tub warping. The only thing the repairperson suggested is that I spend $50 per month to get a Sears warranty and if I purchased the warranty immediately he would reduce the price of the repair. He never stated the amount he would reduce it but talk about a hard sell. I guess a one time good product is now an ordinary product prone to poor workman ship that the manufacturer refused to stand behind. Thank you Sears for forcing me to purchase a new dishwasher after 3 years. I would have preferred to rate the service at 0 stars but yelp will not allow. read more

The service tech was polite, efficient and neat. He was clear with what it would cost and ordered the part that we needed to fix the freezer in our garage (gladiator). I like the text alerts confirming the appointment and the fact that I can schedule on line. I was texted before the tech got there to give me a window of time that he would be arriving which was great. The freezer is working now and the price was fair. Will definitely use this service again! read more

I would give zero stars if possible. That absolute worst service ever. I am going on 5 weeks with no fridge. Tech has been to my home 4 times with a scheduled return visit again next week but still no fridge. I have a master protection plan which is covering the cost of repair but does nothing for the amount of frustration and lost time. I completely understand that things break even fairly new things but the lack of urgency and blatant disregard for my time is not acceptable. I can only hope that the 5th visit is the last one. read more