Sears Home Services
Reviews and Complaints
Horrible! Horrible! Horrible!
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
Walk on water
Sears Home Services not Reliable
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...
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!
Preferred solution: Deliver product or service ordered
Nightmare!!
Never purchasing Sears Appliances or Warranties
Sears Home Services - Refrigerator Repair Review
- Whole experience
Better luck winning a lotto
Sears Home Services is a waste of Money and Time
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.
- Absurd amount of time required to wait for an appointment
Preferred solution: Full refund
Sears Lawnmowers, DO NOT BUY
Aweful
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.
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.
Sears terrible service
BEWARE!! This is not the Sears we used to trust.
No show complaint.
Frusterated Customer Kenmore Elite Refrigerator
- Did not like it
Preferred solution: Full refund
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You got it that’s exactly how they operate. Stay far from sears and the home warranty. Rochester NY