Sears Home Services
Reviews and Complaints
Awful Service
I made a appointment over a week ago to have a Sears tech diagnose a problem with my Kenmore refrigerator. The tech was scheduled to be here between 8 a.m.
- noon. It is now 7:15 p.m. and I have not heard from the technician. I called 3 times and was told that a message was being sent to the tech to call me with a ETA.
No response.
My Kenmore was made by LG; no other local repair businesses will work on it because LG only gives tech info to Sears. WORST customer service; stay away from Sears!
Missed appointments
Re: SEARS SERVICE TICKET # 000850****80294 How I spent my Saturday (January 27, 2017). After having problems with my 1.5 year old LG Refrigerator (not purchased through SEARS), Wednesday 1/24/18, my spouse went down to our local SEARS Hometown store to discuss repair options.
A Very pleasant woman there immediately got on the phone, dialed the service number and got my spouse connected with a Sear scheduler. While trying to set up a service call, the SEARS Scheduler repeated the number as (I assume) displayed on the screen and my spouse continually responded with the correct number stating that the number being repeated was the store number. After taking all the requisite information (phone #, address, problem) we assumed (erroneously) that the information was entered correctly. My spouse was told we could expect a SEARS technician between the hours of 8-12 on Saturday, 1/27/18.
Fast forward to Saturday 1/27/18. We received a text message at 8am on Saturday stating the SEARS technician was on their way. 8:15…9:30…10:30…Noon, still no SEARS technician. Assuming that maybe the previous job had taken a bad turn or maybe there was an accident, at 12:30 PM, my spouse contacted SEARS via the number on the service ticket (888-698-****).
The SEARS associate who answered was unable to locate our service request. After spending about 10 minutes searching for the information, the SEARS associate was able to determine that the service address was entered incorrectly AS WELL AS THE SERVICE PHONE NUMBER (the number that my spouse repeatedly told the initial SEARS scheduler was incorrect). We have lived in our town for almost 2 yrs. We KNOW that there is an AVE as well as a STREET for our street number.
We know enough to emphasize and verify that STREET is listed. Apparently, the initial SEARS scheduler listed “AVE” instead of Street as part of the service address. After finding this out, the associate my spouse was working with supposedly made the phone and address corrections as well as putting our service call on the fast track giving a “2 hour” window for service. 2:00pm….2:30pm… 3:00pm….4:00pm….
Still no technician…. My spouse again contacted SEARS via the service ticket number (888-698-****). Again, the SEARS associate was unable to locate the information regarding our service ticket. At this point, my spouse and I agreed to cancel the service ticket and verify that we would not be charged for the service call (As SEARS requested credit card information prior to setting up the service call).
My spouse spoke to a supervisor explaining the frustration we felt and to verify that we would not be charged for the service call that never materialized. Now as we go back to review the text message that was sent to my spouse’s phone, we see that the service address as well as the service phone number has been removed from the ticket on their website. SHAME ON YOU SEARS REPAIR SERVICE. We have never had a problem with SEARS, and have purchased many a SEARS product in the past.
We felt we could rely on SEARS to repair the refrigerator.
MY CONFIDENCE HAS BEEN LOST. I feel that I will never recommend a SEARS service or product again.
- Losing an entire day waiting for techinician
- Lack of training for schedulers
- No contact for missed scheduled appt
Preferred solution: Let the company propose a solution
Terrible !!!!!
Preferred solution: Let the company propose a solution
Washer repair appointment nightmare.
Rust in the inside of washer by the bleach dispensor
- Technicians were professional and polite
Service call turns into a saga!
- Promise
- No accountability
Preferred solution: Full refund
Side by Side Refigerator quit cooling 16 days ago and still not repaired
We pay monthly for service on our appliances. I called early Monday 5/7/18 and told them my freezer and refrigerator was cooling and my food was quickly thawing out.
They told me they couldn't someone come out until 5/14/18. When the technician finally got here, he said he didn't have the part to fix it. So he ordered it and it was supposed to be sent priority to my house and rescheduled the appointment for 5 working days later. Well Sears shipped the part by ground instead of priority to save money and the part didn't get here until the day he was supposed to come back.
So they now have rescheduled him again out another week from now. In other words put me at the end of the line again.
We paid almost $2500 for the side by side and I am over a barrel to get them to fix it. Every time I have called they make the same stupid insincere "I'm sorry for any inconvenience" statement.
Washing machine replacement
On Mar 2nd 2018 my washer was diagnosed as being too expensive to repair. The process of getting a new washer is scheduled to take 3 WEEKS!
The washer that was recommended to us and that we chose ended up being on back order. Nobody called us to tell us it was on back order. I would have requested a different machine if I had known that I would be without a washing machine this long. I cannot afford the $20 a Day cost of going to the laundromat.
There should be more than one option available and the customer HAS to be informed of a possible delay before the order is put in! This is so frustrating trying to get anyone to do something to get me a washer sooner, any washer! Bring me a loaner washer until the new can be delivered. What can you do to satisfy the customer's needs?
I could understand 1 week to schedule a delivery, but not 3. How can this type of process go un -modified.
Worst Customer Service EVER
- Bad product
- Expensive protection plan
Replacement is a Blatant Lie!
Preferred solution: Deliver product or service ordered
Sears Home Warranty Services
Refridgerator nightmare
Latest repair visit
This is a Refrig OR freezer, currently used in Refrigerator mode. It runs constantly and only cools to 55 degrees.
Had a Sears Repair guy come out and did nothing more than check the amperage, which is too low. Didn't check the temp. control, thermostat, or anything else, then came up with a $450 charge, to replace basically everything mechanical. I passed.
I would like someone to actually do some testing (for the service charge) to find out what the real problem is.
Thank you. It would be nice to have someone come out, for the $89 fee, and actually do some testing and give me a reasonable quote to fix the real issue, rather than just replace everything.
- Result
Preferred solution: Let the company propose a solution
WORST EXPERIENCE OF MY LIFE
- Will never shop there again
Scam Artists, Service is Horrible
- Warranty not enforceable for emergency heating situations
- Run around when trying to get timely service
- Repair program
Preferred solution: Full refund
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Hear is a list of local management of Sears home service phone numbers.Tom 716-570-****, Mike 518-331-****, Lisa 585-455-****, Darlyene 585-424-****, Mark 716-536-****, Bob 716-866-****.You can try them, they are located in the US not overseas. I would also contact your local news media and the bbb. Rochester NY