Raegan Kpt
map-marker Colonial Heights, Virginia

TERRIBLE SERVICE!!!!!!

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WORK ORDER 000738****91222 William Barker Appointment was scheduled (12/19) for 10am to 2 pm for refrigerator repair.Received call at 1:40 saying repair man ill and would have SERVICE UNTIL FRIDAY 12/22. THIS IS UNACCCPEATABLE. WHY WASN'T I CALLED EARLIER IN THE DAY. MY TIME IS VALUABLE AND YOU SEARS DON'T GIVE A RATS PITTUTE ABOUT YOUR CUSTOMERS. NO WONDER SEARS IS ON THE VIRTUE OF COLLAPSE! WORK ORDER 000738****91222 William Barker Appointment was scheduled (12/19) for 10am to 2 pm for refrigerator repair.Received call at 1:40 saying repair man ill and would have SERVICE UNTIL FRIDAY 12/22. THIS IS UNACCCPEATABLE. WHY WASN'T I CALLED EARLIER IN THE DAY. MY TIME IS VALUABLE AND YOU SEARS DON'T GIVE A RATS PITTUTE ABOUT YOUR CUSTOMERS. NO WONDER SEARS IS ON THE VIRTUE OF COLLAPSE!
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Loss:
$60
Reason of review:
Poor customer service
Anonymous

Sent to collections

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I tried to have a Maintenance check up on my washer and dryer (not purchased from Sears) for $99 as advertised on their website for Appliance Maintenence https://www.searshomeservices.com/maintain/laundry-appliance-check-up. I informed them that it would need a front seal but I need the maintenance check up and the operator who was not pleasant to work with scheduled a technician to come to my house. When he arrived I took him to the basement where the washer and dryer are located and was telling him about the known issues and he immediately said that since it needs a seal it was not a maintenance check but a repair call and was trying to charge me the Maintenance check fee and 50 extra for a repair call and they would need to send another service technician to replace the seal (another service charge). He wanted to charge me $288 for the part that I showed him on sears.com for $165 and charge me another $275 for installation. He also was not very easy to work with. At this point, he had been in my house for approximately 3-5 minutes and I asked him to leave. I stated that he had changed the terms of the agreement and did not agree with him charging me an extra 50 because something would need repaired. (http://www.searspartsdirect.com/part-number/WH08X10041/0026/363.html?pathTaken=partSearch&q=WH08X10041)
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Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

Avoid At All Costs

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Unfortunately, Sears Home Services is simply an incompetent organization with very poor management and customer service. I made an appointment to have my washer repairs and it took 4-days to get it scheduled. On the day of the appointment, no one showed up and no one called during the period scheduled. I called the only phone number available (outsourced call center) 30-minutes after the end of my appointment window and get an automated response saying that my appointment was pushed out two hours. Again I waited and no one showed up and no one called. Again I called the 1-800 number and this time talked to a "service representative" (outsourced - barely spoke English). I was told that "no one was available during my appointment windows and I needed to reschedule." Earliest new appointment was another 4-days. I asked to talk to someone in management with authority. They could not/would not provide that information - I was forced to work ONLY with their call center. I should also mention that my washer is under warranty with Sears. I strongly recommend to anyone reading this review to AVOID SEARS HOME SERVICES AT ALL COSTS! It will save you frustration and energy.
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Cons:
  • Customer service
  • Customer service - no ability to talk to anyone with authority
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous

Sears Home Services Washing Machine Repair Review

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Poor customer service and techs. I was put on hold several times and disconnected 3 times where I had to call back. Made an appt for repair and took the day off work. At 4pm someone called to inform me the tech was behind and would not be coming and that I have to reschedule. No apology. No Saturday appts ever. I will never use them again or buy from Sears or Kmart again. They can all go to ***
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Reason of review:
Order processing issue
Anonymous
map-marker Sterling, Virginia

ABYSMAL SERVICE!!

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18 months ago our Kenmore washing machine stopped. We scheduled an appointment for an 8am-12 window (no one does that anymore, even Comcast). The technician arrived at 8pm!! Because the technician doesn't carry any parts he had to order a simple switch that indicates the lid is closed. Two more trips later it was fixed - until now. He was a good guy, but not supported to do his job. 18 months later the switch stopped again. It took 3 days to get an appointment which was again for an 8am-noon window. It is now after 6pm and No Technician in sight!! Five calls to customer services and all I could learn is that someone on their end requested that two people come and they will be here "some time" today. In spite of asking that they bring the necessary sensor switch to make the repair, they stated the techs do not carry parts and would need to make another trip. * No communication from Sears - I had to search for their phone numbers to get updates. * Technicians can't repair simple problems the first time because they don't have the parts. * Customer Service is not empowered to truly assist customers - they just regurgitate a script "that is how it is." * The CEO should be fired for letting a company operate this poorly!!
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Loss:
$2000
Cons:
  • Customer service
  • Poor communication
  • Disempowered employees and processes
Reason of review:
Not as described/ advertised

Preferred solution: Let the company propose a solution

Anonymous

Sears Home Services - Kenmore Elite French Door Bottom-Freezer Refrigerator Review

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There is reason Sears is going out of business. We have a Kenmore Elite refrigerator. 3 months ago the freezer started to frost over causing the freezer drawer to not properly open due to the ice build up. We called sears repair and scheduled an appointment. Prior to the repair I defrosted the refrigerator wiped it clean, removed the false wall and cleaned that area as well removing all ice. After all this the freezer still froze up and drawer failed to open all the way. First appointment technician shows up takes a blow dryer defrosts the freezer tells my wife it's fixed and leaves. Within an hour it was frozen up again. Second appointment technician doesn't even show up. Reschedule third appointment new technician shows up says the drawer hinge is faulty does not have the part, orders it and schedules another appointment. Forth appointment technician shows up and says the parts are the wrong ones reorders parts. Fifth appointment no show. Freezer still not fixed and process has been going on for three months. Cost has been 187.00 for the service call and 208 for the parts total $395.00. Now let's add up the lost hours of my life: 6 appointments totaling 18 hours of waiting around, plus 3.5 hours on the phone on hold or working resolution. Total investment 22 hours 400 dollars and my freezer still is broken. I have been a Sears customer for over 20 years. I will never purchase another product from them again or even enter there store to use the bathroom. *** service, *** customer service, and completely unprofessional. Enjoy your slow decent into bankruptcy.
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Reason of review:
Poor customer service
Ronel Eou

SEARS HOME SERVICE SUCKS

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Updated by user Nov 18, 2016

Four service calls placed so far. 1st time service rep took atleast 3 attempts to find the problem and replaces board.

Dishwasher works for a month and breaks. Next 2 attempts similar problems, service guy replaces assembly panel once, circuit boards once with multiple visits as usual. The most recent attempt, appointment for 8-5 PM and technician calls at 3.30 and says his house is 1 hour away and have to reschedule the appointment. Next appt scheduled in another week.

The same technician repeats the same joke this time too, he calls at 6.30 PM in the evening and cribs about overbooking. Called sears home service and literally nothing happens other than hearing "Sorry sir for what happened". I should be insane hoping these guys will come in next Monday and fix the problem.

This dishwasher is under master protection and sears would have spent 3 times more than the cost of a new equivalent machine on servicing so far. But they still are not ready to replace it with a new one.

Original review Nov 18, 2016
As many other consumers have complained, this is by far the worst experience with any company in my opinion. Got dishwasher issue going from Feb 2016. Have master protection plan and its not still not replaced with atleast 10 different service calls from sears. Also they are the masters in pushing the appointment with no information back to customers. Convenient for them, these days they have appointment window of 8am-5 pm. Sears home services customer support is a laughing stock. They keep mentioning "Sorry for what happened so far" with no real understanding for it. I'll probably never buy any service from sears in my life time. This is one *** of a painful experience dealing with them.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Upsell on Water heater parts.

I have a 3 year old Kenmore water heater that stopped working [ no leaks] This typically is a failure of the Thermocouple next to the pilot that holds the gas line open. Unfortunately nobody carries this part because it is paired with the pilot assembly now . So I called Sears and waited 4 days for him to show up. The Tech claimed that it was not the pilot but the entire burner assembly because it was "cracked". This part is $400+ in their catalog but he claimed it was under "warranty" but would cast $220 to install. This is a 15 minute job . I examined the burner assembly and found out there were no cracks at all. ON top of this he never ordered the burner assembly and tired to come back 2 days later without it. I told him not to bother. and had to buy a new water heater and install it myself . This is after 6 days of no hot water. Thus the supposed "Warranty" is useless if to fix it you have to pay 3/2 of a new water heater
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Loss:
$500
Reason of review:
Poor customer service
Anonymous

Payment of deductable

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On Oct 5, 2016 a Sears Technician from Sears Home Services, came to my house located at 100 Tall Timbers Circle, Newnan, GA 30265 to repair a dishwasher. The tech was provided through HSA, Cross Plains, WI.

Techs ID nr is 0820241. Tech stated that he must order parts to complete repair and requested payment of my deductible in the amount of $75.00. I wrote the tech a check for that amount. My receipt does show that I in fact provided him with the check for $75.00.

Tech ordered parts and we rescheduled the repair for Oct 24, 2016. The check as of today, Nov 29, 2016 has not cleared my checking account. Now to further complicate the issue, I am in receipt of a letter from National Clams Center attempting to collect that $75.00. Request this matter be resolved soonest.

William C. Lynch Home phone: 770-683-**** Lynchwc@***.net

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Loss:
$75
Pros:
  • Prompt repair
Cons:
  • Money service
Reason of review:
Problems with payment
1 comment
Janelle Rya

I am having exactly the same issue, despite numerous calls to customer service nobody will assist, I have sent an E.Mail with copies of all receipts showing payments, cancelled checks and they are not interested all they can offer is a payment plan for something I have already paid.

Anonymous

HVAC condenser replacement

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terrible service. Technician broke brand new condenser during installation. I did not got refound from Sears. Customer service terrible. Customer service is located in Middle East or China.Technicians don't have certification to do HVAC job. They are outside contractors trying make maney of us.Stay oway from their servic. bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla bla b b b b b b b. bla bla bla bla bla bla bla bla bla la bla bla bla bla bla bla bal
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Loss:
$2000
Reason of review:
Damaged or defective

Preferred solution: Full refund

Anonymous

Sears Home Services - Heat Pump Repair Review

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I spent almost $12,000 for an energy star heat pump AC unit. The first winter we did not use as we were in Florida. The unit is 15 months old and just as soon as we had a few days of below freezing in a row the heat pump froze solid. Called for service and was told it would be 3 1/2 weeks before they could service unit. It is winter and it takes almost a month to service a heater.... I will never shop Sears again. I should have known better because start to finish it was a nightmare purchase from their Louisville KY office.
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Reason of review:
Poor customer service
Nael Zbg

Sears Home Services - Sears Repair Center Review

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Updated by user Jan 12, 2017

It was 47 days ago when I told the repair center to find my machine, repair it and give it back to me. I never believed the diagnosis.

Four times I was told a silver piece loose inside, damaged beyond repair, outside piece could not be fixed. Not believable. The fifth time was believable. I was also told the machine was lost, but in reality it was still in Sacramento.

Now I got my machine back.

I was never told that DVDs still play. Thanks to the person for finding my machine.

Original review Dec 03, 2016
My dvd/vhs machine damaged beyond repair and lost. Hard to believe this would happen after being a loyal customer of 12 years. Warranty does not say destroy and lose. Sent letter to corpoate headquarters and filed a claim. Next step will be an attorney.
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Reason of review:
Bad quality
Anonymous

Sears Home Services Repair Review

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The $99 service fee was added on to 110 repair .which only took .10 min. I was never told that. Most businesses wave the service fee if you decide to do repair. Some dont even have a fee. So it cost $400 to replace an icemaker . I call and they did nothing. I always shopped at sears since i was a kid. Because of customer service. You just lost a lifetime customer over $99.
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Reason of review:
Pricing issue
Anonymous

The Technician Never Showed Up for My Scheduled Appointment

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I had an appointment to have my two-year old Kenmore refrigerator fixed. I waited for four hours, and the technician never showed up.

I received a survey to rate my service. When I called customer service to inquire why I was emailed a survey even though I had not been provided service, I was told the technician was on his way. Then the serviceman finally called to let me know he would not be coming, and I needed to reschedule. But instead of offering me an appointment for the following day, I was given an appointment for four days later.

And I could not even pick the time that was most convenient for me.

I spoke to two supervisors who were extremely rude, and they hung up on me.

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Cons:
  • Limited appointments
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

I had sears come to my house on nov3 2016 my washer leaked he said read the Manuel i will not help you not my job you don't know anything he had great attitude problem he said i did not leak in your mind, I called and gave them *** for that another tech came he found the problem he ordered the part. Then i called again for a new appointment the same *** came back i told him what happened he said so what i talk me 1 month of no washing cloths

i have a pile now because that *** sears should close better off

i will never in my life get sears appliance he was an ***

Syreville nj

Anonymous

Sears Home Services - Refrigerator Warranty Review

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The only part of my sears experience that was oknwas the salesman at Sears in Countryside Mall. It was delivered during a rain storm. The delivery guys only plugged it in. I had to remove all packing materials. They left the bolts and outside packing materials laying in the parking lot at my condo. The neighbors got a flat tire from one of the bolts. A week after we got the fridge two support bars fell out of the top of the freezer. I called for service and after a long fight between departs at Sears they came out. The brackets do not even belong to my fridge. I am the customer and I do not need to be stuck in a blaming game qith your company. I bought it from you! Stop arguing and fix the thing. Now 3 months later I wake up and the freezer and fridge are not at temp. I call at 7:40 am for service. But sense I purchased the full warranty I was told that I have to call after 8am. Another thing about Sears service that really *** me off is that they have all your info in the computer and you have to give them your phone number and then they verify everything. The only thing they dont have in there is what you purchased, the serial number and model number. I would think thats the most important part!!! I use to love Sears growing up. But I have had several other issues and I am done with them.
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Reason of review:
Bad quality
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