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  • Customers like
    • Repairman 4
    • Nothing at all 4
    • Sales people were nice 3
  • Customers don't like
    • Inability to repair 19
    • Poor customer service 15
    • Customer escalation department 11

Well we are on our fifth phone call after Sears Kenmore service LIED to us about failing to submit our pre-paid maintenance claim to our maintenance contractor. The Sears Kenmore technician came to our home and FAILED to order the authorization needed to fix our broken Kenmore washing machine. The REPAIR REQUEST LANGUISHED for almost FOUR WEEKS WITHOUT ACTION on the part of Sears Kenmore and only through HOURS OF PHONE CALLS music on hold often for over 45 minutes and nearly incomprehensible garbled telephone service from Sears Kenmore that... Read more

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Im pissed tge service person came to my home unscrewed two screws lift the top of my washer and agitator is not the problem. Its yoyr drive. Before he quoted me a price to fix it. Then he became a bigger problem after he took the top off. All in 5 min. Tops, he quoted me $541.00 to fix it. He then proceed to say its not worth fixing. Youll syill gave to pay $168.54 for diagnosis. Diagnostic what you did nothing but Bull *** me while taking my money, sears at home *** I'll never by your product nor will i ever use your service again. F'ing rip... Read more

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purchased warranty today and made an appt for a/c repair. tech came out took a/c apart and left at lunch time to get the part we needed. He told my husband he would be back once he got the part!then tech call back at 5:00pm and says he wont be back today but the next day AFTER 5PM TOTAL BULL. if I could cancel the service I would. customer service is a joke and unhelpful and not willing to help. finally got help from the online chat. DONT DO IT IF YOU CAN FIND ANOTHER WARRANTY DEPT.HORRIBLE FIRST EXPERIENCE WITH THE SEARS WARRANTY DEPT. Read more

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I was quoted $139 on the phone. Serviceman came out, mower wasn't starting so he checked the battery, said you need a new battery. Changed the oil, oil filter. Blew out the air filter. Did not change the spark plug, looked at the blades said they were good for another year. Gave him my credit card, he scanned it I signed he then printed the receipt & I was in shock. $383.11. Most expensive battery I found online was $49.00, I wasn't given credit for trade in as it also stipulates online. I have called, gone to my local store , talked to... Read more

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I could not believe the filthy part that Sears sent to my house. Not only was it the wrong part but it had dead roaches in it. When the Sears serviceman saw it he could not believe it either. He ended up taking it back with him and had to order another part. I beginning to think that Sears QC is lacking a little. This part is no longer available as a new part, so all you can get is a rebuilt part. How in the world could somebody rebuild a part that is filthy and has roaches it, and then send it out to a coustomer. I can`t say enough about the... Read more

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Made an Appointment for a diagnostic refrigerator repair. Was told that I would receive written diagnostic estimate for about $59. If i decided to get work done per the estimate, the diagnostic visit cost of $59 would be credited to the cost of the repair. I asked if I would have time to think it over etc. and they said yes -- no deadline. Received diagnostic visit and written estimate #42353389 from Eli. Part had to be ordered. Told Service Person I wanted to discuss with wife and wait unit tomorrow to order work. Called to order work next... Read more

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After my range was repaired yesterday we have a gas leak. I called the Scheduling number and was told it would be two days to get an appointment. (two days with a gas leak!!!) The "supervisor" Jacqueline refused to do anything but adhere to the two day window. I looked at the online scheduling and got an appointment in one day. Still not adequate but showed what a liar this "supervisor" is. Does anyone know where I can go to escalate this ? I'm apoalled at the level of customer service available at Sears Home Services and the toal lack... Read more

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My fridge is collecting water in the bottom shelf and we called the repair guy and we came to know that the sears repair work is not covered since it is not a mechanical failure. When they sold this they did not tell us. Here is the bottom line if you have a motor that fails every 6 months it might be worth otherwise it is waste of money. This is a big scam, why would you pay $560 ( 39.99X12 + $60per visit) to get your fridge motor insurance. In worst case situation you pay at the max $500 for this repair from out side vendor. I am cancelling... Read more

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Had appointment scheduled BTW 9-1...yes a large gap..no show no call and it's 1:00. So I called them and representative claimed the tech was on the way. Waited another 20min...no call no show...called again ..same rep lied to me again. To make a long story short I cancelled and mighty funny tech came within 20min later ringing doorbell. So I did a no answer!! Would not ever recommend sears services to anyone! Read more

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THE ABSOLUTE WORSE!!! I have a dishwasher that needed repair. First guy came out to identify the "part" that we needed. Two guys came out the next time to put in the part. They said that they couldn't get the dishwasher out and that I would have to get someone to turn the electricity off and to turn the water off AND pull out the unit for them to work on. They left, with the unit part way out and parts off. I called both Sears and the Home Shield to question this practice. After lengthy waiting times on both of the companies lines they... Read more

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