Elizabeth J Unp

Horrible! Horrible! Horrible!

Suppose to get annual servicing of central air systems. The schedulers are now only offering an 8 - 5 window and will not even let the technician who has been coming for the annual service for 4 years even know about the appointment. Unheard of to make someone wait around all day or only find out when they are coming on the day of the appointment. Last year waited at home all afternoon and NO ONE showed -- they never let the technician know about the appointment. DO NOT PURCHASE THE EXTENDED SERVICE!!! DO NOT PURCHASE THE EXTENDED SERVICE!!! I've also learned that I was sold a way too large system that decreases the overall efficiency AVOID SEARS!! AVOID SEARS!!
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Reason of review:
Poor customer service

Preferred solution: knowing at least a week ahead of a 2-hour period when the technician is coming -- other companies are able to do this

Anonymous

Walk on water

I filed a review with you over sears samsung ref that collects water in veg trays-sears is suppose to replace appl.after four attempts this I was told two months after buying it-the war. is up in about a week- just in month of may they were here four times- I was told I would get a new ref then told no it could be fixed- repair made on june 15-this part was also replaced before - july first ice and water back called sears told I would have to wait till aug for service said I would not pay for repair told that I called before the end of contract that it would be covered-issue is the ref cant be fixed - go onto samsung ref complaints there are close to 3 thousand for just the same problem I am having-and its been going on from 2006 to present-not fixed sears is not holding up the contract-avoid sears avoid samsung home apps.
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Reason of review:
Bad quality
Kallin Cka
map-marker Houston, Texas

Sears Home Services not Reliable

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Updated by user Oct 19, 2017

UPDATE: 10/19/2017 A technician (not the one that diagnosed my fridge but someone else that really didn't know what was going on) finally honored my appt and got here to fix my fridge. So far it is working. When he got here they were still saying my account said that...

Original review Oct 12, 2017
Today is 10/12/2017. I had to reschedule my appointment for today for time slot of 1-5 PM, because the technician did not show up today again for the third time.

I was told that he felt that coming to my house at 5 PM (which made me his last appt he felt was too late to come to) I have called Sears at 877/496-**** where I spoke to Carl on 10/10/2017 and we had made a deal that if they technician didn't show up today that Sears would have a fridge at my house by 8 AM on 10/13/2017 for me to use until the could get a technician out here to fix my fridge which has now been out since 7/30/2017. Now they say that Sears will not do anything for me on getting me a temporary fridge. When I call today, supervisor at 877/496-****, named Juliet hung up on me when she realized the conversation was being recorded (Sears records all their calls). Juliet also tried to tell me that my account said that the parts were not in yet.

I told her that they were in last week and I told them that when I made my appt, they wouldn't have scheduled an appt without me having the parts and that a woman called my husband at 10 AM this morning to not only verify that we had all the parts but to confirm that they were the correct part number (appt was for 1-5 PM). All anyone at Sears can say is "I'm sorry" and they will have someone call me. Of course out of now 12 left messages no one has returned any calls and no technician has shown up to fix my fridge. I have been given a $ 50 gift card, 2500 shop your way points and they are processing another 50,000 shop your way points to credit to me and also once the fridge is fixed they will be cutting me a check in the amount of $ 50.

However, after all of this and them supposedly escalating this to the management - no one has called, my fridge is not fixed and they cannot guarantee that my next now 4th scheduled appt that the technician will even show up. I spoke to Linda at 800-4-myhome. She tells me that this has been escalated to management and that someone from the dispatch department will be calling me tomorrow and also flagging me in case someone cancels. Of course with no one showing up to my appts and now I see that this is the norm for Sears and not the exception, I am sure there are others out there that are waiting on technicians too.

Best thing to do is DO NOT buy any Sears (#sears) product and for NO reason ever call Sears Home Services ( #searshomeservices ) to work on anything you need fixed. They do not care and are not reliable. New appt is not for 12/16/2017 - because it is the earliest they can make an appt. UPDATE: 10/10/2017.

Got parts for my fridge delivered to my house last week on the 5th and had appointment set up for today between 8 AM - noon. At noon - no one has shown up ( and yes I got confirmation last night and this morning that the technician would be here today ) and no call or contact. I called to find out where the technician was and was told that the technician would be here today and they would be calling me to let me know what time the technician would be here. 2 hours later and again NO call from anyone.

I called and got told by Step in customer service in the Philippines (because according to her they do not have a customer service department in the US) that they had rescheduled my appt for tomorrow. I told her that no one had called me about that and I had not gotten any correspondence and I took off work for the appt today. Bottom line is my fridge has been broken since 8/30/2017 and as of 10/10/2017 it still isn't fixed and Sears does not care and has no one to talk to in the US - all customer service is in the Philippines. DO NOT use as they are not reliable and just don't care!!

UPDATE: As soon as this review was posted I got a call from Sears and it is a miracle!!! - They have found the parts needed to fix my fridge and I will be having the parts to fix my fridge within the next several days and they will be calling me on Wednesday to get a repairman out here asap to fix my fridge. And the parts are in the states. Question is how come they didn't have it before???

mmmmm...I stand by my review. Worse service EVER!!! My Kenmore Elite fridge is not working properly (it is missing from being 5 yrs old by 2 months). It will cool for 24 hrs and then not cool at all for the next 36 to 48 hours.

My appointment to have this fixed was on Sept 11, 2017. The repairman (who was awesome) diagnosed the issue, called in and ordered the parts - compressor and condenser - and scheduled my appointment to have it fixed on 9/18/2017. The 18th came around and no one showed up and no one called me. I called Sears Home Services and was told the part was on back order.

I asked how come no one called me to let me know so that I would not have waited for them at my house for the last 4 hours. All they can say is I'm sorry - which is their answer for everything and they don't mean it. I asked what to do about my food and they said to keep it in a cooler. I have called to check on the part and asked to have someone in their parts department to speak to me about when to expect the part, etc.

I have left 2 to 3 messages to have someone in the parts department to call me and no one has called. Just like no one called about the repairman not coming to my house because the part was not in. Well it is now 10/2/2017. I called this morning again asking to speak to someone in the parts department to be told that the customer service people have no way to speak to the parts department.

I asked to speak to someone that can give me some answers. Finally got a supervisor, was told part was on back order and yet somehow she was able to contact the parts department and find out a time frame on getting my fridge fixed and when the part will be in. So the answer is 1 part will be at their warehouse by 10/13/2017 and the other on 10/19/2017. Then there is a 5 days period for me to get it delivered to my house.

So a projected time frame on getting my fridge fixed is sometime after 10/26/2017 (because of the 5 business day for delivery of part to my house and then to schedule for a repairman to come to my house to actually fix my fridge). I asked if Sears would provide a fridge for me during this time because the cost of buying ice, etc has gotten pretty expensive when you have to do it on a daily (sometimes twice a day because of temps in high 80's to 90's) basis. I was told that the fridge was no longer under warranty so they could not do anything like that. But they could give me 2500 points on my rewards program and then a $50 gift certificate.

I told the supervisor that I will be out of a fridge for 2 months because of them and that they should be able to do something more to accommodate me for my losses and costs incurred because of their part being back ordered. Gone thru lots of ice and spoiled food because that is not the proper way to keep food long term (in a cooler). Going out to eat has become the norm at my house because of the lack of being able to keep food properly. The only thing anyone at Sears can say if I'm sorry ".

I have heard it so many times that I honestly believe they do not mean it.

If you can use another repair service, use them DO NOT use Sears. Also if you can purchase your appliance from anywhere else or any other brand - do it!
View full review
Loss:
$3500
Reason of review:
Poor customer srvc and people lying

Preferred solution: Deliver product or service ordered

ANTHONY F Cuz

Nightmare!!

I needed a dishwasher repaired. Sears Serviceman arrived early April and ordered parts. Parts never arrived and I was told they were on back order. Yet they called me daily to schedule the repair!!! They never were able to tell me how long the back order would be. In June, 3 months later without a dishwasher, I found the parts myself on line. Yes genuine GE parts. I made the repair myself and canceled their part order and asked for a refund. Its been 3 months of *** and now I can't get the refund!! All I am told is someone will call be back. This was the worst service I ever experienced. It seems the Customer Care department operates like a call center with people not able to actually resolve an issue.
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Loss:
$200
Reason of review:
Poor customer service
Anonymous

Never purchasing Sears Appliances or Warranties

I’m beyond disappointed with Sears Home Services. After purchasing a Kenmore washer 4 years ago from Sears and the 5 year warranty we scheduled a repair appointment due to a loud sound it was making. The tech ordered the parts on 5/1/2018 which arrived at our place. A second appointment was setup on 5/17/2018 for the repair to be done between 8am and 12pm. A message from Sears advising the tech was on his way and would be there shortly. I had to follow up with Sears Home Services at 2pm since the tech never arrived or contacted us about the delay. We had to reschedule for 5/31/2018. This time the tech did show up on time however advised he could not proceed with the repair because of a sliding door that needed to be removed in order for him to have the space to do the job. Why didn’t he mention this on the first visit? My wife that was home could not remove the door and the tech advised we had to reschedule again. I was not home when the tech arrived and called their customer service number. After explaining my situation my situation to the agent and requesting to speak to a supervisor to work out a certain time and day the agent just hung up on me. I tried having a supervisors from their online chat option call me and he advised “he could not make outgoing calls to customers”. My wife took those 2 days off of work with no pay and cannot afford a 3rd failed appointment. Now we’re scheduled to have the repair appointment in another 2 wks. At this point not having a working washer for over a month and Sears Home Services not giving a scrap about resolving this matter made me to come to a decision to end the misery. Purchase a new washer from one of their competitors and NEVER purchase anything from them again. Before I couldn’t understand why Sears was going out of business now I realize their overall customer service can be horrible. Good bye Sears!
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Reason of review:
Bad quality
Oshay Sht

Sears Home Services - Refrigerator Repair Review

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Had an issue with a 5 yr old Whirlpool fridge. Tech came out found issue, but was to busy trying to upsell to a Home Warranty. Tech even call Customer support to get them to talk me in to a Home Warranty. Finally got the tech and customer servide to understand I did not want a warranty. Tech and CS then go online to try and find the parts. He estimates parts will be about $180, if available. Surprise surprise no parts available. Tech charged the service call at time of service, no issue with that. Now get a bill saying I owe the service call fee or will send me to collections. Tech leaves, I get on Whirlpool's website and find the part. Never use these guys again.
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Cons:
  • Whole experience
Reason of review:
too busy trying to upsell, then trying to double bill
1 comment
Guest

You got it that’s exactly how they operate. Stay far from sears and the home warranty. Rochester NY

Anonymous

Better luck winning a lotto

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I initially set up an appointment with Sears Home Services through their recommended website. I was pleased to see a convenient date/time for the repair and booked it. Everything seemed fine until I got an email saying the appointment would be 2 weeks later than expected. When the day came, I got a call saying that the assigned technician was sick and my appointment had to be rescheduled. Again, it would be 2 weeks away. Another appointment date/time came, and no one called or showed up until almost 5 hours after the selected time. It was the technician who called and said he could not make it because he still had more customers ahead of me. I had to call Sears again to tell them that I would be away for a few months but needed set up a new appointment. Of course, Sears’ system could not handle an appointment too far out. So I insisted that the request remain open until I return, because calling to set up a simple appointment was so painful. I had to speak with at least 5 people before anything got done. The agent assured me that the request would indeed remain open. Not long after that, while I was away, I got messages saying that the request would be closed. I called from abroad to tell Sears that I could not be back but wanted to keep the request open. The agent also assured me that the request would continue to be open. Soon after that I got an email saying that the request was closed. This is only half of my story about this service call. In fact, I had to open the service request because the technicians came to a few times before to fix one problem. But then he seemed to have caused another, which I was trying to have corrected. I can say that every time it takes many call transfers before I can reach someone who can help me with my call. At least 5 or 6 people. Sears Home Services is the worst company I have ever dealt with. Had I known earlier, I would not have bought anything from Sears. If there is a minus rating I would definitely give it to Sears Home Services. It would be less painful to have an open heart surgery than to try and get some type of so-called “service” from this company. There is no need for Sears to call me because every time I insist on having my call recorded. They can very well look through their recordings. But I wonder if they are working!
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Reason of review:
Poor customer service
Allen W Lhs
map-marker Redmond, Washington

Sears Home Services is a waste of Money and Time

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Sears Home Services is NOT a service provider. It is an insurance policy that makes a phone call to an authorized provider and charges you $75 as your co-pay.

We paid $39.99 for 7 months before we made our first "service claim." Our microwave oven repair was scheduled for an appointment in 10 days (ridiculous). They called on the 10th day to reschedule 13 days later! Then on the day of that appointment they scheduled for 14 days later!!! A total of 37 days after my call for service and there was no guarantee they would come then.

When I cancelled all they would refund was 1 month of service. Don't waste your time and money.

View full review
Loss:
$280
Cons:
  • Absurd amount of time required to wait for an appointment
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Machele Imf

Doesn't matter that you bought a policy from Sears or someone else for some other appliance you bought elsewhere. All these extended warranties and such are scams existing to take your money without really providing any customer service or repairs to the affected appliance. Always refuse to buy these things.

Margaret H Ekk

Sears Lawnmowers, DO NOT BUY

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We purchased a Craftsman riding tractor mower in May 2017. Had to have transmission replaced in October 2017 as it would not go in reverse. Technician said it was a reoccurring problem with this model. So, same thing happening again in April. They canceled appt today the 27th and said they could not reschedule until May 8th. Called 3 #'s. Not one could speak English well. Was put on hold for 18 minutes with the first one, Miguel, the second person could not find our account and gave me another # to call. The third person, Savannah said she was a case manager and would try to get a sooner repair date. Really? Told them to just bring a new mower without all these reoccurring issues with the transmission. Well that is a whole other process. Save yourself and get a lawnmower elsewhere. The warranty is only good for two years, so if the transmission keeps going out, they do not extend the warranty. How awesome for them. Poor product, poor service, all the phone people you cannot understand. Really sad. Case # 569****
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Reason of review:
Warranty issue
1 comment
Machele Imf

"Nothing runs like a Deere." I once bought a lawn tractor from Sears. Terrible mistake.

I put it out by the road with a "for free" sign on it and it was swiftly picked up by some guy for parts to repair other poor Sears customer's tractors.

I have a very large lawn and now have 3 John Deere tractors of varying sizes. When you dump the Sears one, wander over to your local JD dealer---not a big box store selling them---and buy a John Deere.

Cyris Xhg
map-marker Gainesville, Georgia

Aweful

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I am upset for several reasons. 1.

The companies that Sears home warranty use to provide services to their customers. I don't think they look for reputable companies. It seems as if they hire anyone with a license. One of the guys that came to my house to fix my plumbing issue seemed as if he weren't knowledgeable in his "field".

He repeatedly said he didn't know what to tell me "In terms of why the pipe in my home was leaking". Finally, he decided to cut the metal pipes out and use PVC to replace the metal. While doing that, he cut one of the wires which resulted in the electrical outlets in my kitchen not working. He never told me that the wire was cut.

When I got home, I noticed the lights on the outside and inside of my refrigerator out. I knew it was a problem. I tried to reset it from the outlet in the kitchen. However, I could not push the reset button which indicated to me that something was wrong.

I put in a work order with the home owners insurance (Sears) to have an electrician to come out and access and fix the problem because I did not know what went wrong. When the electrician came out, I advised him that everything was working in the kitchen up until the plumber left. He checked everything. Then he decided to check by the pipe where the plumber was working.

He noticed the thick black wire was cut. He concluded that the plumber cut the wire to the outlets in the kitchen. He temporarily fixed it and advised me to call Sears to notify them of what happened. I called them and spoke to a lady that advised me that because this was the fault of the plumber.

They will reimburse me the $100 deductible I had to pay the electrician. She said that she was sending the electric company a message as we spoke on the phone to go ahead and complete the work and that they will pay for it. She told me that Ii had to contact the plumber to advise him of the damage he caused and let him know that he had to contact his insurance company to pay them. I spoke to the plumber who admitted he cut the wire.

He stated he "didn't think it caused any damage". He agreed to be responsible. I called Sears back to advise them and spoke to a man who advised me that the information that his coworker gave me was inaccurate and that Sears has nothing to do with the mistake of the Plumber and (The company they hire) to work in their clients home. They told me that I have to get an estimate from the electric company and send it to the plumber for him to submit it to his insurance company.

I asked the guy how long this process will take. He advised me that they had nothing to do with it and that it's up to us and the insurance. In the meantime, I very dangerous looking wires hanging in my kids bathroom. I don't understand how Sears is taking money from my account every month and they don't guarantee the work of the people THEY hire for their clients.

I don't understand why their clients have to be involved in contacting THEIR contractors to get something THEIR contractors damaged in order to hopefully get what was damaged fixed. Sears is putting their clients in danger by having us to do what they (The clients Sears is taking money from) should be doing.

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Reason of review:
Warranty issue

Preferred solution: I would like for Sears to pay for the damage that their contractor has done instead of me having the go through hoops to get my electric fixed properly. It's not fair and is very dangerous for us to have wires hanging in our home. I have kids here.

Roxy Bdl
map-marker Temecula, California

Sears terrible service

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I am so frustrasted!! We bought in 2015 a Kenmore elite fridge for 35000.00 is a junk since the begging give us problems and completely die. The technician the las time called to confirm he was on his way and never showed up. The call center that answer the calls sucks! They don’t help at all I feel like I just lose my time. This time it happen again 3 weeks already without refrigerator. They gave me an app for Apr 23 and then they call me to cancel it and gave me an other one for today and this morning they cancel again!!! I want to cry my calls to them are nothing
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Reason of review:
Poor customer service
Anonymous

BEWARE!! This is not the Sears we used to trust.

Beware of using this company. We needed repairs on our Kenmore refrigerator and also on the dishwasher. They said we had to schedule 2 separate visits and pay to trip charges. They also sold us their home warranty which was really stupid on our part! We waited 2 weeks then paid for a repair which wasn't repaired at all after the technician left. Called (all over the world) to try to get satisfaction. Said we must wait another week for someone to come back out. Tried to cancel the home warranty and they told us we would have a cancellation fee plus have to pay them for the repair they DID NOT make. This is a compete con job of a company. BEWARE!!!
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Reason of review:
Bad quality
1 comment
Guest

I am currently going through something similar. This company sucks!!!

I wouldn't recommend them to my worst enemy. Horrible customer service and every time a technician comes they have a different story, one month later we still have NO A/C.

Currently over 100 degree weather in NY with my one year old in a home with no central air working. I will never use this company again!!!

John M Srh
map-marker Sacramento, California

No show complaint.

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Scheduled washer repair, no show, no call, terrible customer response, they could care less. Do not use this service.
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Reason of review:
Order processing issue
Rosie M Pop
map-marker Sacramento, California

Frusterated Customer Kenmore Elite Refrigerator

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We bought our Kenmore Elite Refrigerator at Sears May 2017, in April 2018 our freezer stopped working. We called Sears and a repair man came a week later. He found that our compressor was no longer working. They scheduled another appointment and ordered the parts that were needed. It is May, 4 weeks later and we can't seem to get a Sears repair person to keep their appointments. They have cancelled 3 times. Speaking to a supervisor is USELESS!! They can't seem to do anything about it. We haven't even paid off our refrigerator. Sears repair customer service is horrible. I just wish they would just replace our refrigerator and not have to deal with all of this. Makes me think twice about buying anything from Sears ever again!
View full review
Cons:
  • Did not like it
Reason of review:
Damaged or defective

Preferred solution: Full refund

Anonymous

Found a way

Okay I accidentally dialed the wrong department, I have been dealing with Sears home warranty for a long time. This amazing woman who works for Sears but in another department gave me the name number address and phone number of the person you are supposed to contact you are supposed to write a letter and they will contact you within 7 days this is the only way pass it along I hope it helps Edward Lamperg, CEO 3333 Dezerly Road HOFFMAN ESATES, CHICAGO ILLINOIS 60179 877-878-**** LET ME KNOW IF IT WORKS! aracelicornejo1@***.com
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