Repairperson came out for leaking washer. He did not listen to our explanation of what had happened, kept interrupting us and was incredibly rude. Once he thought he had resolved the leak, he just told my spouse to run a load and see if it continued to leak. He did NOT put the washer back and left it in the middle of the laundry room. read more

The techs are fine, their management sucks. Reminder call about appt happened yesterday (A&E Factory Service). I stayed home, and no one came. No communication from them. Called local number, got routed to some other country. Found out that my appt was cancelled. It's now rescheduled in a WEEK. If this was not a follow up warranty repair where I am stuck with them, I'd switch to pretty much any other service at random, it couldn't be worse. read more

I received exceptional service from the Sears Tech!

Don't use them unless you want to wait at home all day only to have them not show up. I had an appointment window of 8:00am-12:00pm. The tech called me about 9:00am to say he would arrive between 11:00-12:00. When he hadn't arrived by about 1:00pm, I called him, leaving a message, to which he never responded. When I contacted the office, they apologized and offered to reschedule. Since I had to take a day off from my job, I couldn't reschedule until I got back into the office to see what I had on my calendar. When I called back today to reschedule, they were unapologetic and claimed that I canceled my service for last week! No wonder this company is struggling. Needless to say, I am calling someone else for any future appliance repairs. read more

The service guy was very friendly, completed his work in record time, and best of all, he wasn't on time, he was EARLY! Woohoo! I think I'll request James any time I call for frig service. read more

Poorest service I've had in forty years. 4 visits/2 repairs and 1 no show. My refrigerator is still broken. A month and 1/2 without a working refrigerator. The scheduling customer service representatives were hit or miss. Some were terrible, provided misinformation or were unwilling to help. Techs were ok, but did basic repairs which didn't fix the main problem. read more

We have a service agreement on our Samsung LCD TV and the same service tech has been back every year to service it with friendliness, care and efficiency. Keep up the good work! read more

If I could give no stars I would. Sears has changed and so have their appliances. They no longer believe in customer service nor stand behind their warranties. We bought a Kenmore Refrigerator Elite-French Door Bottom Freezer unit. First the ice maker went out after less than a year. However, on July 14, 2017 the entire refrigerator stopped working. We also had purchased a "master protection plan." Called Sears Appliance Repair and they REFUSED to come out until July 27-almost a full 2 weeks. They would not let me file a claim for food loss. Said I could go rent a refrigerator. Also said if I hired an independent repairman, they would only pay $300 of the repair costs. Well, we DID hire an independent repairman and he said the COMPRESSOR and sealed system was broken. It would be at least $600 for the part plus labor with costs approaching $1000. This was not a cheap refrigerator. And the protection plan was almost $400. We debated on what to do and finally decided to just go buy a new refrigerator-----BUT NOT from Sears. I would like to add that the people at the Customer Service number were RUDE and hateful. Sears is no longer the place to go for appliances. This company cannot die soon enough. read more

We have had Sears MAINTENANCE Contracts on our appliances exclusively...for 48 years. Nevef have we had such poor incompetent service with patronizing non helpful service representatives as we did last week. After waiting a whole day for a technician to my come for our scheduled appoint!ent to fix our water softener, we finally were told after we called sdrvice at 5:00 pm, that the service technician had too many customers and was not going to make the appointment. When the technician arrived the next morning he did jot fix the problem, told us that the salt should be cleaned out of the tank w9th a wet vac but he idid not have one large enough to do the job and said we needed to do it. He put the top back on the unit and I told the tech it did seem to be seated properly. He said sure it is and left. Sure enough the top unseated when I opened the top the next morning. When we called Sears to complain about the work and ask that a tech return to fix the problem, we were told the next available appoi tme t wasnt for two weeks....UNACCEPTABLE! read more

They cancel a standing appointment with no notice, then force you to reschedule in a week. I'm now pushing week 3 with no service. Customer service is in some other country. read more

Our repairman was excellent. He was knowledgeable and courteous. He fixed the problem and went beyond his duties by vacuuming inside the back of the refrigerator, pushed it back into place AND replaced the jars that were on top of the fridge. He is a tall, middle age guy who still has the values and work ethic that is so rare these days. I don't remember his name but he was exceptional. I hope Sears appreciates him. read more

We contacted them to fix our LG dryer that wasn't heating (one year out of warranty). They arrived and hooked up a computer diagnostic algorithm after briefly assessing the back of the dryer. 5 minutes and 80.00 later, the technician reported that the problem was either the electrical outlet or power source. We contacted an electrician that cost us 195.00 and verified that our electricity and outlets were perfectly functional. Almost 300.00 later, our dryers still doesn't heat. After three phone calls, I finally was reimbursed our diagnostic fee, but not the electrician fees because the technician had no idea what they were talking about. Use a different service provider that will actually spend the time to examine your situation rather than pass the buck. Lazy technicians, a call center located somewhere outside the US that reads from a script, and poor customer service. read more

My riding mower was running poorly so I made an appointment. The service tech arrived, listened to the mower running, and said I needed a new carburetor. I was fairly insistent that I thought it seemed like something was wrong with the governor, but he insisted it needed a new carb. It's important to note that he never even lifted the hood. He did his "diagnosis" by listening, not even looking at it. So he ordered a new carb for $332, plus the appointment, cost me $445. The carb arrived a few days later and since even a shade tree mechanic like me can do it, I went ahead and installed it myself. It did nothing to rectify the problem, and there was no difference in how the mower ran. So I made another appointment, but got tired of waiting and my friend and I looked up how to adjust the governor on a Craftsman riding mower. 10 minutes later the engine was running like new, maybe better. So I'm out $445 for nothing. Terrible experience. I filed a complaint with Sears and they said they'd look into a refund, but I'm certainly not holding my breath. read more

Our dishwasher was flooding, yikes, so I was relieved to be able to schedule a repair call so quickly, within 24 hours when the other service companies were 3 days to 1 week wait time. Our serviceman Ralph was prompt, professional and very knowledgeable. He diagnosed the problem immediately as a plumbing problem - which 2 previous plumber calls had failed to figure out - then fixed it, plus checked everything else in the dishwasher to be sure no damage was done. Then put everything back! Wow, will definitely call Sears in future. read more

Had the master protection plan for close to 40 years, but sears has changed ! My water heater blew and they can't get anyone to install it , it's been a week now still not installed, I have kids and a disabled son living with me , no water ! And the numerous phone calls that get you nowhere they don't know what there doing , and they don't care either! So discusted! read more

I have Sears Home Warranty and have never been so disappointed and frustrated with a service or company. Our refrigerator quit working the beginning of October 2018. I called for an appointment and was scheduled two week later. The repairman came out, said we need a new part and he would return in two weeks to put it in. We cancelled a medical appointment and waited all day, but no one showed up. I called the company, was told we were waiting for a another part and it would take at least a week for the part department to get it in and ship it to us. No one called us to let us know that the repair was not going to be done as scheduled. I called again once the second part arrived and was scheduled for repair on 11/23/18. I told them this was not acceptable as this was the day after Thanksgiving and we definitely needed the refrigerator before Thanksgiving. I was told that they (Sears) would request an "expedited" repair and if approved, I would receive a call within 72 hours. We did not receive a call. I called today 11/23/18 to find out when the technician would be out and was told that another company (Star Tech) had been assigned the repair and was given their number. I called the number and was informed, via recorded message that they were closed until 11/26, so they were obviously NOT going to repair my refrigerator today. I called Sears Home Warranty, was told the same information, But Rachel, with SHW said would try to contact someone to do the repairs today or tomorrow and she would call me back. She called back, stated no one was available to come out, she called the company (that I had already called) and told me, the recording said they will not be open until Monday (which I had already told her). So, this expedited service in fact delayed the repair of our frig. I asked to speak to a supervisor and was told that "A SUPERVISOR IS NOT AVAILABLE" . This is unbelievably horrible service. Sears Home Warranty has wasted my money and my time!!! read more

Customer service guys were a joke on the phone .rude as hell to my wife and very incompetent..

I will never shop with Sears again based on my experience with them. I needed a washing machine serviced in which they sent out a sub contractor to do the repair. He needed a part and advised it would be ordered and sent to me in which they would follow up to replace it and charged me $313.40 for the visit and part. I've been calling every week for the past 6 weeks and being bounced around from one department to another and everyone saying we will get back with you. I've not ever received a call back. I've tried escalating and told "you can't go any hire than me, and I don't want to give you false expectations but don't count on getting a refund from us" multiple times. I then advise "So I'm just supposed to let you steal over $300 from me and be ok with it?" I'm told it's not stealing. I've advised that my washer is now broke to a point I can't use it and the repair person said that could happen if it went to much longer without being fixed. So I've said I want the full refund so I can purchase a new machine that if it weren't for sears I could have had it repaired and been ok. My wife last week escalated enough to get them to send some out with a part on Monday. This past Monday came and it was the same sub contractor. He looked at me and said did the part finally come in? I said no your supposed to have it. Then I told him all my frustrations and he just said I'll refund you the total amount and you will see it on your card in 3 to 5 days. Today is Friday and that makes 5 days and I'm not seeing the refund on my card yet but the day isn't over! read more