Stacey, the technician, was AMAZING! The AI scheduling was a NIGHTMARE! Have you ever tried to tell a computer they are wrong. There was absolutely no way I was able to talk with a person except to call the technician. That's not his job. You're better than this, Sears. read more

AVOID SEARS APPLIANCE REPAIR AT ALL COSTS! This was hands down the worst customer service experience I have ever had. They rescheduled my appointment twice after I had already waited a full two days for them to show, and they cancelled at the last minute. When they finally charged me, it was for a diagnostic, a cheap part, and future service, it was over $400. Outrageous. When I called to get help, I couldn't speak with an actual person until I reached out to their scheduling department. I asked for a refund and found out that I will only receive a partial refund. Sears is completely unreasonable and untrustworthy. They leave customers stranded, overcharged for parts, and disappear when you need accountability. WARNING: Don't waste your time or money. Support local business. I will never use Sears Appliance Repair again and strongly caution others to stay away! read more

Theodore was on time, professional, and courteous. He performed a quick service to repair my refrigerator.

The service was very good, but not likely to use Seats again due to high labor rate. Counting drive time the total labor can not have been more than two hours and the labor was 389 dollars. read more

Technician replaced part in ice maker Ice maker still not making ice Left message for technician read more

After several weeks of expressing my concerns, I'm pleased to say that my washer has finally been repaired. While it took some time, I appreciate the outcome. read more

I am relieved and happy. I had another appliance company come out and it was a frustrating experience - the tech wouldn't answer questions and when I needed clarification he would not return a quick phone call. Sears was fabulous the tech was patient and through and taught me about my refrigerator. He allowed me to watch the process and see what he was doing. I wanted to learn for the future. My husband was so much happier than the last experience where we paid $65 for the man to give us one sentence. This tech went above and beyond and we will remember and use this company should we need it ! read more

First, I want to give Roy, our Sears service technician a 5-star rating. He did a great job repairing my Kenmore Elite refrigerator. He replaced the defective compressor that was under warranty within an hour. The challenge is that in order to get my Kenmore Elite repaired under warranty, I had to use Sears Home Services exclusively. I don't have a problem with that, but I believe I have paid more than a person should. As a woman over 80 years old, I am afraid I might have been scammed and I do not know what to do. My sole income is government social security, so my savings is very limited. A few years ago, my husband and I purchased the Kenmore Elite refrigerator because the Sears salesperson said it was the best product with the best warranty. Since then, my husband has passed away and I was alone to make the financial decision to get help from Sears/Kenmore. The value I paid for the warranty service from Sears/Kenmore seems to be very expensive for what I have received so far. My Kenmore Elite compressor expired right after Thanksgiving 2023. So I called the Kenmore Customer Care Hotline (1-844-553-6667) to schedule a warranty visit. They confirmed the serial number of my Kenmore Elite refrigerator over the phone and my address other personal information they had on file. Then we agreed that the next available date of November 30th, 2023 Would be the best time for them to come to my home. On November 30th, I paid Sears/Kenmore $109 to come to my home to physically diagnose my dead compressor. They were going to cover the damage the spoiled/melted food did to the floor underneath the refrigerator in my kitchen, the cost of the spoiled food, and replace my compressor that day so that I would not have to purchase another refrigerator. Yet, they said they could not verify that I was the original owner of the refrigerator that I purchased from them. I explained to them that I didn't understand, because the main office confirmed all the information before we scheduled the appointment. Unfortunately, the technician's computer did not find my information which meant they would not repair my refrigerator unless I paid the full amount of $1,148.12. I did not have that large amount of money, so i had to decline the repair. I was VERY DISTRAUGHT by the betrayal of Sears/Kenmore. So the next thing I felt like I could do is pay $100 a month and get a cheap refrigerator from Lowe's. When my son found out what happened during Christmas. He again called the Kenmore Customer Care hotline and verified that I was the original owner of the refrigerator. They agreed again, and he scheduled another appointment for them to recheck the Kenmore Elite refrigerator. On January 5th, Sears came back out and again agreed that the compressor needed to be replaced. They said that if I purchased their Sears Protect Home Warranty, then I would get a discount in price for the warranty repair. So I agreed to pay $49.99 per month for the Sears service. Because the refrigerator was over the one-year limited warranty period, I had to pay for the $339 fee to cover the one-hour labor warranty repair. But it was not over! The technician did not have the correct replacement compressor. Kenmore had to "special order" it. It just got fixed on February 9th, 2024. I have already paid two months of the Sears Protection program, yet, I have not seen any compensation back from Sears/Kenmore for the damaged floor, spoiled food, or the replacement cost for the new refrigerator I had to purchase because of the original rejection visit in November. What should I do? The only people I have been able to talk to is over in Asia. Is there anyone who can help me? read more

Where do I start? First, I received a notice saying the service would renew in April and asking if I'd like to renew. I said no thinking I would be covered until then. Instead, they refunded my current month's payment and cancelled my coverage. So when we called in a dishwasher repair, the estimate they have is was outlandish, so they offered to lower it if we committed to the service for another year. Up against a wall, we agreed and the technician ordered and replaced the recommended parts. However, the appliance is still having the same problems as before. I am not pleased with this service! read more

When sales representative came to my home in December 2020 they misrepresented how Transform SR Home Improvements operates. Our installation was to take place 3/8/21 but no one showed. Called coordinator who had no idea where contractor was. Contractor wasn't done with previous job so we were delayed. Then when contractor showed up 3/9/21 it wasn't the contractor at all, it was his friends and/or family due to contractor being stuck on previous job (unbeknownst to us) even though we were told by sales representative that Sears/Transform policy is that contractor cannot start a new job until previous job is complete. Contractor couldn't finish job because they didn't have the right tools and at times borrowed ours tools. Contractor had to order more material/parts since they didn't order enough or were missing parts from Shaw flooring the manufacturer. I was pressured into signing a document 4/30/21 by the project coordinator due to corporate fallout since job wasn't complete and they were hounding them to close job so the contractor could move onto another job. The project coordinator Juan Olivias reassured me that as soon as the replacement material and missing parts came in the contractor would finish the job promptly. Both the project coordinator and his boss Mr. Rubio have done nothing to help resolve the issues or update me in the status of material. I am the one who initiated communication each time I asked for status updates. The responses I would get are "I'm sorry I didn't get back to you," or "I saw your email but didn't read it," or "If you want information on the material you call Shaw." Mind you I spent roughly $16,000 on flooring. I have spent at-least 8 hours trying to track down someone who can give me answers on how to remedy the solutions to the flooring/stair problems. If I could do it all again I would have went with a different company all together one that cares about the customers time, quality of workmanship, and integrity in their communication and installation time. read more

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One star because that's as low as it would allow me to go. My Samsung refrigerator stopped cooling the refrigerator section. I went on the Sears Appliance Repair website and scheduled an appointment. Seems simple??? The repairman came out on July 29, 2020, he ordered a heater and a thermostat then scheduled an appointment to come back in two weeks. Mind you, that this will be three weeks without a refrigerator because it took a week to get an appointment. Not a big deal, just excited to get it fixed! On August 5th I leave a message for my technician that one of the parts arrived damaged. A couple days later I leave another message for the technician and start a live chat with Sears.com because I now realize that there are no phone numbers to call. Not on my paperwork, website or on the part invoice??? After leaving numerous messages for the technician and two live chats where I was told someone would be contacting me, I finally get a reminder call about my original appointment! I finally get to talk to "Vanessa", she cancelled the appointment and supposedly ordered a new part and I am supposed to call new 800 number and reschedule once I get the new part. A week later, I don't hear from anyone, so I call again and get "Hector". Hector now says he has reordered the part and I will be receiving a call back within 24 hours. Shocker but nobody ever calls back! On Sept 7 and 8th I talked to over 20 representatives (because I keep getting transferred), one of my final representative had chickens crowing in the background. Yes, I asked if those were chickens and she said yes and that she was in the Philippians. She then transfers me to "Jay" and he says he reordered the part and someone will be call in 24 hours. Jay was different though, he gave me a tracking number! So today is September 10th and I spoke to two more people, and guess what, nobody cares about Jay's tracking number! Today, I can't take any more and asked for a refund! "Moley " said to expect a call back within 12 - 48 hours. . I would have to say DON'T USE THIS COMPANY! read more

This company for dear has been out five times same problem,finally ordered parts my dryer drum was dented old guy puts it in I tell him it sounds worse than one before and he basically told me well as long as it's drying the clothes we did our job!! So my husband said umm when u buy a new car u don't take the car off the lot with a clunky engine or no headlights when u pay all this money for high used appliances we have warranty and I'm sure the hell not going to listen to this dryer clunking Around cause the service of sears put the dented drum in and installed and fixed my dryer with a dented drum from its shipping container and it's worse than ever after five times asking them to come out on my warranty to still NOT FIX THE PROBLEM STILL IM GONNA KEEP CALLING AND BBB ABOUT A LEMON LAW TO REPLACE MY DRYER OTS NO WONDER SEARS WWNT OUT OF BUSINESS IN MY HOME TOWN!!!!! HORRIBLE SERVICE AND WITH ALL THE PROBLEMS IN THE WORLD RIGht NOW I DONT NEED THIS STRESS WANTING MY FAMILIES CLOTHES WASHED AND DRIED WITHOUT HEARING CLUNKING IN THE HOUSE !!!This is a new dryer under warranty they have been out in last year and half give to six times for same reason still not fixed "POOR QUALITY SEARS SERVICES!!!!! "NOW FIX MY DRYER AGAIN OR BRING ME NEW ONE WILL BE CONTACTING " BBB AND LEMON LAWS" !!! V.Campbell.....walnut grove read more

I had two repairs scheduled with them for Friday, 4/8/16: a dryer 8am-5pm and a lawnmower 8-10am. They were supposed to call me that morning to narrow down the dryer repair. I stayed home from work. No call, no lawnmower service. At 11, I called them and was told that the lawnmower tech was coming 3:15-4:15pm (NOT 8-10 as scheduled) and that they had no record of the dryer appointment at all and nothing available until the next day! And after all that, the tech called at 2 pm, said he was 1-1/2 hours away. I stayed home all afternoon, and he never called again, never showed up. When my husband called to find out what happened, he couldn't even get a supervisor to acknowledge that they had screwed up, and the soonest appointment they would offer us was the next THURSDAY! I called the next morning with no better response, and no apologies for wasting our time. If I could give less than a star I would. read more

I hired these guys to fix my oven. The tech knew what he was doing, but the company scheduled the repair before the part came in. I got an email asking me to call them about the scheduled repair. They wanted to cancel the repair and move it to another day because they scheduled the repair too close to when the part was coming in. I told the guy that I had already taken the day off and if the part was going to arrive in the morning they could come in the afternoon instead of the morning. He said no...full stop, didn't even try to still keep it for that day. When I said I had no more vacation to burn, he kept trying to reschedule for another day. After 20 minutes on the phone, I said you have two choices, do it on the day that YOU scheduled, or give me my money back. Then he informed me that it would take 2-3 weeks to give me a refund. Will not use them again. I wish I could give them zero stars. read more

Had a Sears repair man out to our house three times to fix our NEW Kenmore Dryer and it still isn't fixed. We have to call an electric repair man also. Now we have to wait 2 more weeks before it is fixed (maybe.) Not real happy. read more