Orett was very knowledgeable about the issue and even explained to me what the issue was. Was very proactive in ordering the part and installing the new part promptly. Very professional. read more

The technician took the time to text his approximate arrival time and again when on the way. He was fast as well as knowledgeable, quickly sharing how to maintain my fridge to prevent the problem he efficiently fixed.[ Even though the company only deserves 3 stars after the first appointment was a no show, the tech deserved the 5 as described.The company needs to improve customer service] read more

Really didn't do anything. Said the freon was ok, the unit needs to be cleaned and said Sears doesn't do that. Call someone to do it. That's the bad thing about these home insurance warranty, the technician comes out to put on a bandage and leaves. Very few take the time to repair and fix the pproblem. Really a shame. Take pride in your work. read more

This tech technician was outstanding I would recommend him to anybody. His name was Yerlui. Very professional. Service call done in a speedy manner they get back to you right away. Very happy with being a first time choice warranty, customer I would recommend them. HE WAS extcellent. I would recommend him to anyone read more

The technician who came and installed the parts was terrific he took less than half an hour to fix dishwasher, however getting the parts for the repair was a nightmare, I could see parts available in sears store but kept getting not available messages. Took almost 3 weeks to get job done. read more

horrible company billed me twice for an estimate and I can't even get in touch with their billing department read more

took them 10 days to tell me that they can't order the part when one of there employees told me that he had ordered the part already. wasted 10 days for nothing read more

Delroy showed up on time, spent an appropriate amount of time servicing our oven. Would recommend him to others.

The actual service was good. However, I called to see if they were coming as they scheduled me . They had no record of any telephone number associated with my appointment. I called choice warranty and they must've been able to get in touch with them. Then they finally came,..Very annoying! read more

Technician was prompt and professional. He provided detailed information on how what was wrong and what he fixed. I appreciate that.

my tech was very nice and helpful explained very thing and worked very hard to solve the issue thanks again

Sears and the company they use - A&E Factory Repair are terrible. It is very difficult to get someone on the phone and when you do it is nearly impossible to understand what they are saying. The technician told me on 2 separate occasions that I could think about whether or not I wanted the repair and to call later if I did. On both occasions the operator would not honor the technician's promise and said that I would have to pay for another service call and diagnostic fee of $129. Please note that the time of the diagnosis to the time of call wishing to proceed with the service was Friday to Monday. ONE BUSINESS DAY. The cost of the estimated repair was $800 vs replacement of $2100. Definitely reasonable to ask to ponder. Shame on you Sears and A&E - especially during Covid. Why would you put me and your technicians at additional unnecessary risk? read more

We were very pleased with the Sears Technician who canto fix our Refrigerator. He was very though in investigation the problem. we were amazed at the cost but we are so grateful that we got our problem solved. Our filtered water button works with the best flow ever & our ice maker works again. He stayed to check on everything being working. He was very professional, he had to go get the part that we needed. He came right back within minutes not hours & installed the filter housing. problem solved. we will use the service again if needed. We have other Kenmore products. read more

Sears resulted in a waste of time and money. Three different technicians came to attempt to fix my ice maker and after ordering parts and everything, the ice maker still doesn't work. The technicians walk through the door asking for money upfront even if you are covered under warranty. I had their warranty for six months and wasted my money. Never again! read more

While the service techs were efficient and friendly, the process as a whole was a nightmare. After providing extensive details about my appliance issues/model numbers, appt. confirmations etc. via phone, text, and email, I was repeatedly requested over the course of one week to provide the same details AGAIN through all communication channels - which was still not communicated to one of the reps, plus I would be informed repeatedly that I still hadn't confirmed my appt. This felt like harassment. I also received incorrect information regarding the service visit charge and their ability to inspect multiple appliances by a single rep (they can't). Automated voice systems for customer service delay speaking to a representative to the point of exhaustion, and one of the service techs has yet to follow up with information that was promised. read more

My technician was not personable, but got the job done. He didn't explain what he was doing, though I knew since it was the 5th time this problem was being fixed. (The problem was that my ice maker was not making ice). What matters is that he replaced the parts and it finally worked. Started making ice within the hour. This 5th repair was under the Sears warranty, which is approximately $65 per month with a $100 deductible for each service call. I was NOT charged the deductible for this service call as this has been an ongoing problem - and I would not have paid it anyway. read more

he didn't do anything, and asked for insurance but it's the warranty insurance that sent him there? I was very disappointed with the service. read more

service was terrible i have had two items serviced by this company and have had to replace it because they have been damaged worse read more

Poor quality , open window from 8am-5pm means stay in the house all day ..oh they do not go weekends ... ohh in case you're not satisfied pay another $100 deductible so they change the subcontracted company .. that's why they have like 2.5 stars... oh you need the manager's name ... they wont give it; my dishwasher was fixed 3 times already... NOT GOOD read more

Great Service! Had Antonio for HVAC air-conditioning issue. Very competent and always friendly!!

Ordered parts online for a dishwasher and a few filters for my refrigerator. After 15 minutes the guy finally found the part I needed and transferred me to some other service to take my payment into. Sat on the phone and nothing happened. Had to call back, or course they have no idea what my order was and did the entire order again and once again transferred to a black hole of nothing. Gave up and just bought a new dishwasher and it's not a Kenmore. Sears should just get it over with and go out of business. read more

The technician was not friendly at all. it seemed to me that he didn't want to be here. I was going to switch to Sears Home Warranty Service, but now have second thoughts. Regarding the price quoted, it is totally unacceptable. if I have to pay $450 + taxes for replacing a switch on a 50 year-old washing machine, I might as well purchase a new one. read more

What a ripoff, tech was there for two minutes, went to his truck and came back with a $900 estimate of repairs for a $400 washer. Save your money and time done use these people. Horrible read more

I want to let everyone who has a Kenmore appliance to know that Sears Home Service is not your friend any more. I called for service they came and told me I had to pay $377.14 for the repairs on a dryer, but they needed the part so they couldn't do the work just yet. They asked me to give a deposit of $177.14, which I did. Eighteen days later they came back with the part and it turns out that it was a cardboard that needed to be replaced. I complained about the original price and the repair person told me that I was in luck because the actual cost was only $44.97 and I would get a refund from Sears. Who knew that Sears was hiring thieves to handle their accounting. Two months went by and I couldn't get my refund of $132.17. So I called the credit card company and put in a dispute. Save yourselves the headaches, don't hire Sears to do anything for you. Isis B. Palicio read more

Very expensive 300.00 for 10 minutes work to change a door switch on a dryer. Will look for new service company in the future. read more

Avoid at all costs. I called Sears in June to schedule a repair for my refrigerator's ice maker. I was charged up front; not unusual. I was given an initial appointment right away, the reason for the 1 star, otherwise I would have given them 0. The first repairman came in and stated that the motor was damaged. I would have to prepay for the part as they had no inventory, have it shipped to my house and then they would come back and install. Not having inventory is code for: "we are in bankruptcy and obviously our creditors have cut off our ability to purchase inventory." At this point I should have really just walked away. The scheduled delivery date came and I still did not have my part. I explained to the repairman--who was scheduled for the same date--that the delivery showed in transit and that I would receive it that same day. Nonetheless, he demurred, and said to reschedule. If NASA figured out how to conduct rendezvous in space during the 1960s Gemini missions how can Sears not coordinate shipping a piece and a repairman here on Earth. So another week went by and the repairman came on July 2, 2019. He installed the new part. When my wife went to pay he--I will skip out on the misogynism he displayed to my wife--advised that they stopped taking American Express; obviously clued in to my charge back protection. Fast forward two weeks, and the motor stopped working on or about July 29, 2019. As I sit here, drinking my Nespresso, having called Sears three times this morning my ice maker is not working and I can not get an operator on the line that speaks anything more than rudimentary English, (I tried calling the Spanish line and that was no better). Lesson is: Run, do not walk away and avoid at all costs..... read more

Problem #2 appointment #4 to fix the same ice maker waited another week for service just received another phone call to cancel my appointment for the 24th and want to reschedule until the 31. Waiting since April 27 for my ice maker to be repaired 3 service calls and still broken poor service incompetence please don't use this company and go through what we have experienced read more

he was extremely knowledgeable and told us our choices whether to fix it or replace it.

my service provider was excellent. he came early, he was exceptionally friendly, efficient and he represented Sears exceedingly well!

The two men who came for the appointment were very nice, but this 8-hour window for someone who works is entirely unreasonable. I work at the hospital and had to rearrange my schedule to get home by 9am and they didn't show up until after 6pm (outside of the window). I also wrote exactly what I needed when I placed the order AND I explained to the person who called me what the issue is. I always explained that the machine was working but I thought that the plug wasn't working. They came, confirmed the problem was with the plug in about 5 minutes (which I already knew) and then I had to pay 120$. This was a total racket and I'll never go through Sears again. Using a 4 hour window for working customers would be so much more reasonable, and better communication before and after so that if the team can't fix the issue and I need to call someone else, I don't have to wait 2 weeks for an appointment that isn't helpful. read more

the the AC tech was on time very thorough explained to me in detail and was able to complete the job timely

took three weeks to fix the dryer to find the parts . and nobody answers the phone when you call them so it is not ok

We have 14 year old, all sears kenmore Appliances, 3 weeks ago the fridge started banging, we went and looked for a new on,we found nothing we liked, so we called sears service, they came out and advised us that we needed a new Fridge soon, so after talking to the technician, we dicided to replace the Compressor, sears ordered the Compressor, to be delevered to our home and they will come out and replace it, we also bought there appliance warranty package, The compressor arrived last Saturday 5/29/2021 and they installed it yesterday 6/5/2021....excellent job by sears, and our 14 year new refrigerator is working again.... read more

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Worst service plan ever!!! Took 2 weeks to get a 2 year old refrigerator fixed that we BOUGHT FROM SEARS!!! First guy out claimed parts weren't covered under plan, tried to charge us $750 to fix. Called manufacturer, found out it was under lifetime warranty and guy was TRYING TO SCAM US!!! Took them another week to get another tech out, then a week to get parts!! By that time we had bought another fridge because we are a family of 5 and it's kind of an important piece of equipment! Called to talk to management, spent hours on phone only to be hung up on repeatedly!! We had their service plan for two years, used it only once and got screwed!!!! I can not recommend this in ANY way shape or form!!!! read more

No. Tried to use them to fix a Kenmore washer with no luck. Service call was $95.00 for a five minute evaluation. Lid lock bad--was diagnosis. $395 to repair with a $45.00 part. Washer cost $500 new. Offered to repair for $200 if we bought appliance repair contract for $600. Didn't fall for this scam and reported them to Better Business Bureau. I'm done with Sears read more

Never use them I bought an extended warranty from Sears for my refrigerator. A part broke and was ordered on the phone. After a month I started calling to ask for the status of my order to then sit on hold for over an hour and withstand 6 transfers. Apparently they lost my order and a new one was placed and I was told I would receive the part after 5-7 business days. After waiting I called again and had to sit on hold and be transferred to find out that I have to wait another 5-7 business days. Now after waiting another set of 5-7 business days I called again and was on hold for over an hour and I kept getting transferred back and forth between departments. The part still hasn't arrived and I was told once again to wait 5-7 business days. I've waited 1.5 months for one part and I've been on the phone way too long to resolve a simple problem of finding out an order status. read more

I had an issue with a repair & called their 1-800 number to get help. The people at the call center were extremely rude and unhelpful. It's like they're programmed to tell every customer "no", no matter what the situation is. I requested a supervisor, and was told no 3 times. They finally transferred me and the "supervisor" immediately told me she was unqualified to help me because she was only a supervisor of scheduling. When I asked her to transfer me to someone who was qualified, she told me she was... so I asked her which was it then? Why was she lying to me? She still refused to help me. After writing a review to the company's automated text message system, I received a call on Friday. The woman who called said she did not have the information in her system from the repairman, so she would call me back Monday. Monday came & went, she never called me back. It's now 10pm Tuesday night & she still has not called me back. Not a single person from this company has been helpful, from the repair person that came to our house, to their lousy "supervisors". read more

you can't talk to a person. scheduling is a hot mess. waited far too long. will never use again.

My advise do not use them! They are literally the worse posible option. I would give them 0. Customer service is a disgrace. Use any other one other than sears! read more

Where is it? I can't find it. You would think Sears will be a little bit more available than hidden somewhere where I can't locate it