Do NOT call Sears to fix anything that you own. I'm so done with Sears. They used to be a great company, which is why I ignored some of the reviews and made an appointment anyhow. I own that mistake. Sears has no customer service department, only AI agents with responses that take you in circles. I had a very expensive refrigerator part installed that didn't fix the problem and then a second part ordered. Nobody will come and install that second part. First appointment was rescheduled and today the technician just didn't show up. I waited for NINE hours!!! The AI agent tells me that there are no available appointments in the future to reschedule. This is devastating right before Thanksgiving. Especially since I have not had a working refrigerator for two months. The technician who did show up for the first two appointments may have been the only human working at this company. He was nice and helpful. I wish he would come back. He probably got a job at another company because Sears can't possibly be a good place to work. Sears is absolute evidence that AI can't take the place of humans. read more

Daryl was quick, efficient and did the work well. He is a qualified professional who gave us good advice.

Abdul was outstanding! Words cannot express how customer service focused Abdul was and his ability to get our freezer repaired. Just fantastic! read more

Manzoor was terrific! He was thorough and made sure the correct part was ordered and installed. Will ask for him in the future.

Absolutely terrible experience. They did not show up THREE separate times and did not even give us notice. They give a timeframe of 8am-5pm so we have to take the whole day off for work just for them to cancel at the last minute. When they finally came they ordered the wrong parts and took weeks for another one to arrive. Now the job suddenly requires two people. That wasn't the case the first time and if they had actually paid attention they would've known that from the start & scheduled accordingly. It's impossible to talk to a real person and get a clear answer. The lack of communication, accountability, and basic professionalism is horrendous. We've been more than patient, but at this point, I would never recommend this company to anyone read more

The incorrect parts ordered by Sears were returned to your service technician on his service call to my home on 11-18-2025. He assured me that this matter was closed and he was noting in your system the parts were returned. This whole transaction with Sears has been a nightmare of incompetence and inconvenience. I will never recommend Sears service as a reliable business. It took a month of being with no refrigerator and dedicating days to waiting for a service to show up or communicate then having Sears cancel on me and reschedule on their own. A sorry excuse for how to do business. read more

Michael showed up on time and quickly diagnosed the problem. He ordered the parts and came back 2 days later to install. He was professional and patient as we asked for clarification. The process could not have gone better. read more

Great service was done same day appreciate hard work technician came found the problem and went to get the new. Part for the heat pump and help me not to be cold read more

PLEASE DO NOT USE THIS COMPANY!! They've changed their appointment time on me now 5 or 6 different times throughout the day, all electronically with no proactive update. I had to keep checking a link. There is absolutely no way to speak to a human being. I've called at least 10 different listed Sears Home Repair numbers and they call go to a menu or bot driven option with no way to zero out, no way to ask for an agent nor customer service. Terrible! Find a local service repair company that you can depend on. These large national companies now either offshore or use bot driven solutions where you can't communicate with anyone. read more

Was very fast and efficient and friendly. He was able to fix the issue with the dishwasher

he was on time, knowledgable, and got the AC running again. he also was very clean and polite.

It has been 2 months since I purchased repair services from Sears and my appliance is still not fixed. Sears has missed 2 appointments without notice. Sears customer service has yet to explain this issue. Do not go with Sears. You will get stuck paying $800 for nothing. UPDATE on 03NOV: As of today, Sears has missed the third appointment with no notice. This is not a service. This is a scam. They can give me no updates or reason why these appointments keep getting missed. They have made no attempt at restitution, and they refuse to give me a refund for the $600 that I have already paid for services NOT rendered. Sears is a scam. Do not use this "service." read more

Cedric came to look at my refrigerator. He served on time and was very thorough. He took his time and looked at all the components before letting me know what the issues was. he let me know my options. read more

Appointments are no shows or rescheduling by AI "agents" only. There are no live agents to speak with. After three no show appointments, we had a tech visit and part ordered. Part has been at my home for weeks with appointment after appointment being cancelled by them. How they stay in business is beyond me. read more

Think twice about using Sears repair service. I called Sears to repair my Samsung refrigerator which was not cooling. I paid $129 for a diagnostic. The technician came out, checked the display channel and temperature inside the refrigerator and said the motor needed to be replaced for $847. I requested that he remove the back panel because there was probably ice. He refused and told me he did not melt ice. I bid him goodbye. I contacted Samsung service and a technician came out, removed the back panel which was heavily iced, replaced it with a new panel all for $387 - the cost for parts, tax, labor, service fee for coming, and a travel fee (gas to come from Glen Bernie). read more

Quickly figured out the root of the problem, followed up with ordering the right part and got my heat fixed. Great customer service.

Even though the problem could not be fixed by him he made sure that he checked everything that could be the problem with my oven. And recommended ways to fix it. read more

Diagnostic was done but little advice was given because the service engineer cannot speak for customer service. The appliance was recalled but Sears/Kenmore will not provide any compensation until a service engineer arrives to look at the appliance and charge 99$ for telling me what I already know. Actually, the service engineer himself could not 100% explain the extent of the damage and could only provide possible issues. Nothing could be proven since the materials needed to be ordered first. But lo and behold, the materials are no longer available/in stock....The materials are probably unavailable because the m model is recalled. The service guy did good work, I feel bad for him. Thanks for doing your best, sir. This is why I gave this review 3 stars. Careless customer service. I repeatedly told the person over the helpline that my machine was broken due to the recall issue of a broken lid from an uneven load, but they insisted I either get the 99$diagnostic or the 175$ home warranty. I understand it's in their script and pay off their job to say those things, so I honestly feel bad for the customer service rep too. read more

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He reviewed my machine, then determined possible problems. He also, listened to the machine and decided to check the water filter and it needed to be cleaned, which he took time to do. He was not in a hurry to fix whatever he thought the problem was. He answered my questions. read more

I have been waiting for my dryer to be repaired for 2 months. different technicians, scheduled appointments that are confirmed but then cancelled at the end of the day which I took off of work for, and there is never anyone you can speak with it is all automated garbage. The value of the monthly service fee seems like a scam when you can't actually get your appliances fixed, what's the point. It would be nice to actually speak to someone about the problem and find a solution. Now I have to sit at home for another day without communication. Also the website they send you to only provides a window. i had an appointment for today. The website said my technician was 2 stops away and would be at my house at 12pm. 3 o'clock rolled around and no one showed yet but still within the window. Around 4 I get a text that my technician is on the way. When I refresh at 6 it shows that my technician is now not coming until tomorrrow and no text message or Email to let me know the appointment has been rescheduled for another day without communicating it to me. What the heck. Anyone else experience this? I'm so frustrated. read more

Rashid was friendy, professional, and efficient in his repair of my icemaker. I appreciate his excellent service to my family.

Very knowledgeable. He got right to work and diagnosed the problem and got the part ordered.

The dryer stopped drying the clothes. The Sears technician advisesd that it needed a new heating element. Sears had the part express shipped to me the next day. The technician was able to install it in 30 minutes with no fuss, and the dryer is functioning perfectly now. It's over 30 years old. I paid only the $100 upfront fee, and Sears picked up the costs of replacement and labor. read more

This is the second time I took off work for a scheduled repair for window 8 to 5 and they did not show up only sending me a text message at 8 o'clock at night asking me to reschedule. When they did come on one visit, he came at 4:30 or so in the afternoon with nothing in his hand and had no clue how to fix the the ice machine and said he had to call customer service and they wouldn't answer his phone to help support him through the repair job so then he rescheduled. They ordered a icemaker that showed up to my door so they can replace it but he didn't come today so now I have to reschedule again. This is the worst company ever along with Alabama Appliance who sold me this refrigerator that still is not working properly. read more

Would give 0 stars if I could. Tech didn't show up twice with an 8-5 window. I wasn't notified until after 5 either time. The second time they just sent message saying I requested reschedule. No. I did not. Terrible service. Also tried to sell me a $750 a year plan to cover other appliances if they break. No thanks. I can buy a new one for that price. read more

The tech was quick, efficient and very professional. If we ever need one in the future we'd be delighted to have him come back.

Sears Appliance Repair was the vendor used by the warranty we purchased for our washer. Sears was terrible. They cancelled twice on the day of the appointment after we waited hours for a tech to arrive. The third appointment resulted in an extremely rude tech spending 5 minutes to say he had to order a part (despite our detailed description of what was happening). The fourth visit resulted in two techs (same rude guy and another) who installed the part and left without checking to see if the washer functioned correctly. I ran one load and it wasn't repaired. Fortunately, I conpmained to the warranty provider and they agreed to send out a Repair person not associated with Sears. I'd give zero stars if I could for terrible customer service (it's all AI now), and rude and incompetent technicians. read more

After several no shows of 2 other technicians, this man contacted me by phone to give me an update on his arrival time. He came, explained why I was continuing to have the problem, told me what he was doing & why. He also gave me advice on my maintenance of the appliance going forward. He was the best technician of all the 8-10 service calls THIS YEAR for a refrigerator that's less than 2 years old. I will avoid GE appliances from now on. read more

Yet again, another FAIL! by Sears. This is the second scheduled appointment that they have not shown up for. I have wasted 2 full days of my life and lost money not being able to work because they are incapable of communicating. I have not had a working refrigerator since Christmas. They were scheduled to come out on the 26th and again on the 29th. NO call NO show from Sears. Let's see if I have another bad review to leave for them tomorrow for a third missed appointment. Sears, You need to fix your system. Get rid of your 100% AI customer service and communicate with your customers. read more

There were five missed appointments and had to be rescheduled again and again. The technician was very un-professional and rude with my wife. He did not carry his company ID. He did not even know what was the problem with our refrigerator although at the time of service request I had entered all the details. The worst experience ever. I don't recommend this company. read more

I had a bad experience, just like most of the others have reported. For me it was missed appointment after missed appointment. And so funny how Sears will text you the technician is on their way, just to get a notice 3 hours later...because of unforeseen circumstances your appointment needs to be rescheduled. The the AI phone bot is a complete joke. My technician had no idea when he showed up that there were 4 missed appointments over the last 5 days. He looked down at his phone and said, "my system does not show me that information." The icing on the cake was when the technician was finished, he left the box of broken parts in my kitchen. Did not take them away OR even ask if he could dispose of them in the trash. Just left them sitting in a box in my kitchen. My recommendation is to stay away from Sears Home Services. read more

I rate the service technician Jamshid H. highly. He was professional, friendly, and efficient in repairing our refrigerator. The service call and repair were covered by a warranty contract through Assurant, Inc which contracted with Transform A&E Factory Service LLC (which apparently owns Sears Appliance Repair) to do the repair. Both companies have taken humans out of the scheduling process so one only talks in doom-loop circles with AI-assistants. It was so frustrating, if we have another problem we will buy a new refrigerator rather than ever deal with these companies and their AI processes again. Assurant would send me a scheduling update on 2/13/26 for a service call on 1/26/26! Really! Transform kept rolling-over scheduling times. One day, our time slot went through multiple changes starting at 7am-11am, and ended at 10:59pm! Really! No one is coming after 6pm. Rating for Assurant, Inc and Transform A&E Factory Service LLC: minus-zero. read more

This is the fourth time the tech has come for the same problem . The first tech ordered the parts ,when the parts arrived the second tech said the parts were not right and left .The second on did the same thing when we asked him to reorder the parts he said he could not . when this appointment was made i did tell the agent that no new parts had arrived she assured me that the tech would bring the parts - I did tell he this was unlikelybut she insisted that they would bring the parts. Well of course the parts were not here anet the tech did not have them. Manzoor Hussain was the ONLY one who took the time to call various people and find out that the part is no longer made and he also talked to the warranty people and they assured him that they would call me back . I gave Manzoor 5 stars because he took the time to LISTEN and TRIED to resolve the issue unlike the others . I hope he comes the next time I need service read more

I any one is planning to get SEARS HOME SERVICES FOR YOUR APPLIANCES. DONT GET them becuase to get your appliance repairs it will a nighmare from the star to the entire process I had been dealing wiht this BASURA company since the begining of may and still on the middle of the issue, I call on 5/22/25 at11:32 am ans spoke wiht Yanina costumer agent she was not able to fix the issue then I got tranfer to JAY and he was not able to get me on an schedule than he transfer me to MIA and same issue becuase she hand up on me than I call back and spoke with another costumer at 3:30 pm she did not want to give her name but she had an middle easter accent at least she was able to create a schedule, OVERALL THIS COMPANY is REALLY BASURA (Trash ) I really dont wants to give not even one start becuase they deserve -0 SIncerity. VICTOR GUZMAN as you all see from costumer service replied and when I call today at 8:33am and spoke with Scartly she said there is nothing that she can do to just wait for a technician because the company its very Busy and most of the costumers are getting this last minute appoitment changes like mine that it was yesterday 6/4/25 from 7am-6pm and at 5:54pm I got an text stated the appoitment has been changed to June 10. SEARS HOME SERVICES its a joke I will kept posted all the details. PLEASE Home homeowners let look for something else for our home appliances because this company should not be on business Victor Guzman at Sterling Virginia community read more

Paul was very friendly and knowledgeable and fixed our dishwasher issue within minutes. Excellent service and very nice guy!

Atrocious. Over priced and late for the initial inspection. Ridiculous 8-5 timeframe and even then the tech didnt arrive till after 8 pm. Follow-up kept getting postponed (by weeks), until I finally cancelled. When I attempted to call customer service I found reaching a live person impossible and there is no mechanism to obtain a refund. Sears as a business already was a complete failure and this home repair subsidiary will surely and deservedly follow suit. read more

They are horrible had an app scheduled for someone to come look at my refrigerator on 11/25/25. The time slot was from 1pm-5pm which was kind of strange, but I went on with it. I literally took the day off just for an Al person say do to being under staff that they could not come to the appt that was already scheduled and stated they would have to reschedule either next Monday or Saturday. This company sucks oh by the way don't bother calling because only an AI specialist will pick up. The appts do not update so it's not clear when or how long it will take a technician to come out to your home. Very unsatisfied. read more

This guy was very efficient and knowledgeable! He knew exactly what the problem was with my Samsung fridge. Great job!

Dear Sears Home Services, I'm a monthly member and scheduled microwave maintenance on [date #1: July 3rd, 2025], [date #2: July 9th, 2025], [date #3: July 16th, 2025] and [ July #21, 2025] and the fifth time I am schedule another req for July 22, 2025. Currently I am still waiting for. Each time I took off work, waited all day, and no one called or showed up. It is truly frustrating and I am not sure how they are still exist in such situations this long. This level of non‑service is unacceptable. I'm requesting either a guaranteed next‑day appointment with technician confirmation, or a refund for missed appointments and inconvenience. Please respond no later than [7-14 days from today's date]. If I do not hear back by then, I will escalate this to BBB, my state Attorney General, or initiate a demand letter. read more

Don't waste your time...I'm waiting for appointment #5 have been sitting at home all day and just got a text that my appointment has been changed to tomorrow between 8 am and 6 pm...you can't talk to anyone all communication is via AI text or e-mail I have had 3 people come to my house over the past 2 months just to tell me what the last person from their company did wasn't right and that they had to order more parts...But to make me wait all day just to reschedule me via text is probably the most inconvenient inconsiderate failure at customer service I have ever experienced. All this to fix a dishwasher that I have a warranty for...Sears Home Service is trash. Don't waste your time find someone else to fix your appliances. read more