First class appliance, the contractor that Sears uses for its repair is completely incompetent. Very frustrated with their repair and communications. Still dealing with water issues long after their departure. I would not recommend using them. read more

Terrible customer service. On the phone for hours being transferred from person to another with no assistance. This has been happening for days. We have been waiting for a repair since July. read more

Unfortunately there's no way to give less than 1 star. I have never had a worse service experience from beginning to end. Started over 3 weeks ago and not done yet! Was scheduled and then delayed for first visit. Was scheduled and then delayed for the part to be installed. Was overcharged and promised a check refund. After 2 weeks was told it wasn't even processed yet. And don't even get me started on what they call customer service. A bunch of people in the Philippines reading from a script and providing absolutely no help whatsoever! Call anyone but them unless you are a masochist read more

We bought our refrigerator from Sears and after almost 3 months of having the same repair guy out and being hung up on, told they would call right back, given the managers number and gotten no call back we are beyond done. All our kitchen appliances come from Sears and I will never buy one from them again. Could not be much worse. The icemaker parts were wrong and installed wrong, appointments were changed then cancelled. We are currently on the phone with them and on hold for 15.26 min so far. Not trained attendant , and horrible call center. Managers I think do not exist. read more

We have a Sears Maintenance Agreement for the Dishwasher purchased at Sears. Gasket that surrounds the dishwasher to create a seal came loose.Sears refused to replace the gasket. Also refused to refund the Money paid for the agreement. So it seems like a waste of money and Sears is not standing behind the Maintenance Agreement. read more

I received a dishwasher repair through HomeSure Services, Inc; I had their TotalProtect Plan. The service fee is $125. The repairman said, "How long have you been planning on replacing your dishwasher?" There were apparently 2 issues, which would cost about $500 to repair. HomeSure Services opted to repair the dishwasher. At this juncture, I received a call from their customer service, and said a lot of nice things about my experience. I noted that if it had been my choice, I would have replaced the dishwasher, but that was their option. Except then the dishes weren't coming clean. So a second repairman was sent to our home, and determined that the CPU of the dishwasher was also not working. A replacement could not be found, so we were authorized a replacement of the dishwasher. Someone called my home and offered me my options 1) GE model number GDF570SSJ5SS -or- 2) $610 dollars in cash. I was given a link to GEAppliances.com to order the dishwasher. I looked up the model number; the dishwasher seemed a fine replacement, and I noted that it came in black, white, and stainless. I ordered black. When the dishwasher was installed, and the door closed, I discovered that I received a stainless steel dishwasher. None of my other appliances is stainless. On a very long phone call (50 minutes) , marked by multiple transfers, I learned that I DID NOT HAVE A CHOICE OF COLOR for the replacement dishwasher. The one model number I was offered was stainless. I did not perceive that little nuance; I thought by offering me a link to order, that I had a choice of color. I cannot imagine that any American Woman would not want her kitchen appliances to match, and I cannot understand WHY the HomeSure Services people would ask it, and especially not state it very clearly. I was told that since they told me the model number; I agreed to stainless steel. My only recourse was to pay a 35% restocking fee to return the dishwasher, and I would have to accept the cash payment of $610, less the restocking fee of $213. Except the dishwasher had already been installed. So they won't take it back in any case. After another 40 minutes on the phone, transferred 5 times that is what I have been informed. I was repeatedly told that I agreed to the model number (which is stainless steel). This has been many weeks with no dishwasher, and I would have been so much better off to have just made the purchase myself. I will continue my service with HomeSure Services, however. Because my home has 3 heat pumps that are all over 20 years old, and I hope they have to replace every one. I don't care what color they are! read more

Affer 4 attempts to fix my dishwasher sears got it right. Finally sent a qualified, polite, and knowledgeable tech.

Filed on : April 19 2018 Complaint Description: Sears Home Warranty A.K.A. Homesure of America, Inc. is a fraudulent Warranty. They have used continual delaying tactics to avoid fulfilling the Warranty Contract over a period of more than 24 days. Several non-factual claims have been made by Sears Home Warranty representatives while on the phone. Sequence: On March 25, 2018 we contacted Sears Home Warranty re: "Whole House Warranty" contract 10047207 to report disabled furnace. 1st diagnostic technician sent by Sears evaluated furnace and wrote report recommending complete replacement. Thereafter, every 1 to 2 days we called Sears Home Warranty (we're cold!) and are told every time by numerous different representatives: "We haven't received the report; we'll call the technician; we'll get back to you in 24 hours." We offer to Fax our copy of the report but this is unacceptable to the representative. This repeated litany goes on for two weeks during which the temperature dips to high 40s low 50s at night - with no heat. On April 6th Sears Warranty sends a diagnostic technician from a different contractor than the 1st technician was from. This individual comes up with a completely different diagnosis and reports the furnace does not have to be replaced, that the only problem is a cracked igniter. This 2nd report would suspiciously save the Warranty company hundreds of dollars in covered cost. By April 19 our furnace is still not repaired and repeated calls to Sears Home Warranty end up with nothing but continual empty assurances and pass-the-buck delaying tactics. read more

I bought a coverage contract that included ac/heat semi annual maintenance. In autumn, I called and they were unable to find a tech to do the service. They never called back to schedule and apparently it "slipped through the cracks". Now in spring I called for service. Again, they can't find anyone to perform the service. After the third call to them, the customer service agent said that I could call a "licensed and insured" contractor myself and when the tech is in my home call a number (800-331-7421) to validate the service - then I would be reimbursed. The tech and I called the number, but it was for changing passwords and such and there was no option to speak with someone or seek assistance. Naturally the tech had to get on to the next call. So, I called the Sears Customer Service Line to be told that she "had never heard of any reimbursement for other services." I am now waiting for a call back from a supervisor. They took my monthly payment out of my credit card, but were unable to provide any of the contracted services. This has not only been a money scam, but also a huge frustration and waste of time. I would have spent less calling for local service that is performed well at a reasonable cost. There was no convenience and no value. I do not recommend Sears Appliance Repair or Sears Home Warranty or HomeSure of America, Inc. Do NOT spend time or money on them. read more

The men who repaired our LG refrigerator are first-class. They located the problem, had the proper part on their truck, and everything was good to go 20 minutes after their arrival. I would have rated the repair service with five stars if it weren't for the long wait time to schedule it. In this case, it was two weeks, which could be catastrophic in the case of a large refrigerator. read more

I called Sears in August to repair a GE dryer. The first service man was very friendly and repaired the dryer. Late September the dryer stopped working, I called Sears Appliance Repair and told them it was less than 60 days and the dryer stopped working again, with the same problem. The gal on the phone said it wouldn't be a problem, there would be no charge. I waited 5 hours for a guy to show up, who very rudely stated you need a new part for $120.00. I said "this is the same problem that was fixed before, if I had known it was going to be this expensive I would've bought a new dryer! " I called the 800 number again, was bounced around, spent over an hour on the phone and was told they would send someone out today, October 6th, at no charge. Well, today is the 6th, I called to confirm and was told there was no appointment scheduled, not only that, but she couldn't find a record of anything on my dryer??? So here I am with no dryer that I paid to have fixed in August. Not happy. read more

If I had an option I would relate them 0. This company is out of control. They need to train their employees not only on how to repair things but also how to treat customers. 5 weeks to repair a Kenmore water heater that is their own brand and less than 1 year old. They keep replacing the same part over and over. I'm not a technician but even a 2 year old can tell you that replacing a part that was already replaced last week it's not going to resolve the issue. They come in, inspect the heater and order parts and come back in a week, replace that part and order another part. Techs do not know what they are doing. My appointment was set for yesterday 11/15/2016 and was changed to today without my knowledge. I have an email from sears confirming my appointment for today between 8am and 1p. When I call the 1-800 number it was changed to 1pm to 3pm and I had no idea. Ladies and gentlemen DO NOT waste your money, time and effort with this company. In this comparative market you will find thousands of other companies that sells appliances and they will go above and beyond to stay behind their equipment and warranty. I will continue to talk about this experience every where I go and post in social media and raise an awareness so other consumers do not make the same mistake that I made. I have also filed a complaint with BBB read more

We bought our refrigerator from Sears and within the warranty we found we got a lemon. Therefore, we purchased an extended warranty where you pay for the contract each year and they do all repairs for free. Our refrigerator has broken down twice now and while they do come out to repair it, they make you wait at least a week for them to come out. Both times now we have had to keep our refrigerated items in a cooler for a week. Don't waste your money on this service. It's frustrating! read more

I called for a refrigerator repair. They stated they charge 99 for the service call, but if I bought a warranty contract for $469, the first $500 of the repair would be covered and the service call would go down to 60 dollars. I knew the part for the refrigerator would cost between 468-500 checking appliance parts online, so the salesman said I would not be losing anything getting the warranty so I did. When the repair man arrived, he stated the part with tax would be $1194. I showed him all the websites between 469-500. He said well Sears has to make money there parts are higher than other places. So since the first 500 would be covered, I would be responsible for $694, plus the 469 for the warranty, plus 60 service call, and then he states there is a deductible. I told him to leave. I cancelled the contract and now they are saying the service call is $294. They are a ripoff. read more

Tech came on time, called first. Pleasant young man. Did the requested yearly maintenance service, Explained in detail what we should do to prolong the life of the machine. After all, it's three years old already. Many things never explained before. Guess one has to bre lucky when it comes to service calls. I was. read more

The senior technician did a very good job, but we won't know how this repaired unit works out until we put the unit in the wall. Because of the excessive heat this year we could not wait till the repair was completed and we installed our backup 28,000 btu Frigidaire AC. When our backup goes down and we install the AC that was repaired and it runs for a while then we can give you an accurate report. But both the technician and his helper worked very hard for 3 hours in this heavy heat in the shade. Gave them both a bottle of cold water to help cool them down. So, I thanked both of them for doing the repairs and cleaning our unit before putting it away until next time. read more

Sears appliance repair and Customer Satisfaction/ and oxymoron. Run away as fast as you can. My 4 year old Kenmore Elite French door refrigerator has been out for 21 days. If failed on the 25 of June. Fortunately I bought a Sears Master Warranty repair plan which covers everything except fixing the problem. After navigating a horrible phone tree menu and talking with 12 different Sears Customer Service/an oxymoron/ reps over a 2 week period a service tech/Sears subcontractor/part changer who is not a technician came out. He replaced a different circuit board on each visit neither of which fixed the problem. On his last service call he said the refrigerator was fixed and walked out the door without even checking to see if the refrigerator was blowing cold air!! It wasn't. Finally a real Sears tech came and thinks he has isolated the problem to the compressor (Maybe??). The part is due to arrive on Tuesday the 19th of July with a repairman arriving either on the 20th or 25th. Think twice before buying any appliance from Sears and if you do be sure and buy a protection plan then sit back for a long time to get anything fixed.!!! read more

Have a dryer that has had 6 visits from repairmen. Between wrong parts mailed from Sears and the part not being the problem (need another part) the dryer sits unplugged. Letters (2) to Leena Munjal SVP - Customer Experience, the first 5 weeks ago, have gone unanswered. I went to the Sears store that sold me the dryer. Talked to the manager and he put me on an Expedited list. Said I will receive a call in about two days. It has been 10 days (6 business days) and no call. Don't expect one. Sent e-mail to Searscares.com response should be 17 minutes and it's been a few hours without contact.I've been a Sears customer for more than 40 years. I look around and ALL my appliances were bought from Sears. Tools garden equipment, including a riding mower, all from Sears. I wonder if it will take another forty years till I no longer own any Sears products. Fortunately this is all under warranty, but six weeks of that warranty have expired during this process and it's not fixed yet. No more Sears for me. read more