David D Tws

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Verified Reviewer

Customer Service

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I made an appointment last year for an issue with my oven, and for protective maintenance on all my other appliances. I had 6-7 appointments cancelled since then, from which I heard it has been a clerical on your end.

It has now been several months since I first made the original appointment, and now my oven is broken. I have called several times to make new appointments and I get blamed for not being home for the technicians.

We have had your warranty service for years, and never had this type of issue. We expected better customer service after spending thousands of dollars on your service.

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Preferred solution: Price reduction

Anonymous

Class action lawsuit sears service home warranty

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Please continue to post your complaints online. I am currently working to start a class action suit against sears on your behalf.

I am a ex service tech that has spoken with a lawyer Interested in pursuing this. There have been many complaints about the home warranty and master protection agreement. I have a list of complaints that include not covering items, bait and switch, long wait time, bad customer service, being overcharged, not covering replacements and other issues. The master protection agreement is sold by sears, the sears home warranty is owned by cross country.

I will be collecting as much information as possible and keep everybody informed. Rochester ny

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Reason of review:
Other issue
434 comments
Guest

I have been waiting for a refund on the refrigerator repair Sears was never able to complete, but changed the amount very quickly. $1293.

I have been calling and calling, recording every conversation, crying on a phone, but nothing is happening.

Initially, I just wanted my money back, but now I am so *** , I would love to take them to court for the sleepless nights, stress, time I spent on the phone and so on. They used to be a decent company with good appliances, not anymore

Guest

we have been on the merry go round sinc november with no resolution to the replacement of our dryer

Jacorian Znj

They didn’t have anyone to complete the work so I had to hire someone and then kept stalling on paying claim. I finally gave up tried to cancel they kept telling me someone would call me back, never did.

Never paid claim.

I gave up stopped payment on warranty. Then they sent me a collection letter and said I was in breach of contract.

Guest

It’s time to change the bankruptcy laws! And of course no attorneys will help with that either!

Sears just keeps stealing money & no one will stop them!!! scootersjewel @***.com

Guest

Worst! They came, did the minimal, left.

They did not realize ahead of time that two of our appliances are gas. Another service person was to come out specifially to do that but did not let us know ahead of time when they were coming -- Got a call 2 hours before he said he'd be there and we were out of town so had to cancel.

No further word or way to contact to reschedule. Waste of money!!

Guest

Charged for building permits that were never obtained.

Jack K Zqn

Signed up online for a technician to check out my water heater. Before signing up for an appointment, the site specifically stated that the evaluation to determine the cause of the problem was free.

I would be charged a diagnostic fee of $99 which would be waived if I agreed to have the work done by the technician. Turns out the only problem was is that the pilot light went out. The technician re-lit the pilot light and then told me he was going to charge me $100. When he gave me a total, it was for $100 plus $99 with no explanation of each amount.

Just handwritten figures totaling $199. I questioned the $99 figure and he said that was the diagnostic fee. I told him I was told the fee would be waived if I had the work done. He told me that the diagnostic fee was ALWAYS included in the total amount due.

After questioning Sears about this, they sent me a phonied up service bill with my signature attached that I agreed to the bill off $199 which was after they waived the $99 fee. TOTAL FRAUD.

Kathleen C Oez

I am a victim and tired of the lies I've been told by Sears home warranty, Cinch! Today was the straw that broke the camels back!

I can write about more later, I just found this site but am now exhausted in being talked down to by a Sears Home Warranty, so called, supervisor!

I definately want in the class action suit! I was going to contact a lawyer and find out how to start one, or just sue them for all my money I was just literally giving them, but then found this site.

Becky D Cco

This is great to hear.

Garrison Zgr

I'm in the same boat. In 2018 I lost one for the same reason so not knowing there was an issue I bought another rather than repairing based on cost.

Well the one I bought in 2018 just went for the same reason and they are saying the compressor was only covered for 1 year rather than the 5 or 10 I had been told by the service desk. I'm just at a loss.

In the middle of the IDA issues I have no furnace or water heater so my patience is gone. How do I sign up.

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Kofi C Dbd

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Verified Reviewer
| map-marker Richland, Pennsylvania

Failure to keep a scheduled repair appointment

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Sears Home Services - Failure to keep a scheduled repair appointment
Sears Home Services - Failure to keep a scheduled repair appointment - Image 2

ZERO STARS, Yep, that's right. It's official!

Sears Home Service (Master Plan) is the worst appliance warranty service affiliated with a major corporation/brand. SEARS, your name is now synonymous with TRASH and you did it to yourself due to a few reasons;

(1) The lack of reliability with your appointment scheduling and keeping the appointment.

(2) Making it almost impossible to speak to a liver person when needing assistance. Then, exclusively using offshore resources to staff your customer helpline when you finally do get through the maze of "select 1, 2, or 3". Another US corporation being cheap at the customer's expense, and...

(3) Leveraging unskilled and unreliable third party repair contractors.

Sears, you've rescheduled two appointments within 3 days to repair my dishwasher over the holidays when a dishwasher is needed most after hosting family dinners.

When I called the helpline, I finally realized on the 3rd call to select the option for general questions and not to acknowledge that I had an appointment scheduled, or I would never be able to speak to a human. We'll see if the repairman shows up today prepared and actually fixes my dishwasher. I now have PTSD and low expectations.

During the previous contract I had with Sears on my refrigerator, you sent multiple repairman who never fully addressed the issue, so my refrigerator remained partly inoperable for 6 months after five or six repair visits from inept technicians. Eventually I had to threaten legal action to have you replace my appliance; a promised perk when pitching your home warranty services.

Supposedly, if an appliance is deemed unrepairable, and brand new replacement appliance is ordered for the customer. A year later and my replacement fridge is now showing signs of failure, i.e. freezing foods that are placed in the back of the shelves.

Now I'm reading all the bad reviews, I see how your tactic of distraction is to upload a template response in the comments with your Sears phone number that takes us back through the maze of automated button pushing and we won't easily be connected with anyone live.

Seeking an explanation for my appointment today being rescheduled, I called and was told after several long holds that I should not respond to the text I received to reschedule my appointment today, and that a technician will be showing up as originally planned. The customer service rep chalked this up as being caused by a bug in their system.

Had I rescheduled like I did for the first service visit two days ago, I would be stuck with another service date pushed out further due to your own technical issue. Totally unacceptable, and I will be canceling my service right after I get my dishwasher fixed.

I DO NOT RECOMMEND Sears Home Warranty services if you value your time and expect a higher standard of quality for your money spent.

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Pros:
  • Easy to sign up and get trapped in a contract that will never be fulfilled
Cons:
  • Its too easy to sign up and get trapped in a contract that will never be fulfilled

Preferred solution: Price reduction

Lymon Yzd

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

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Verified Reviewer
| map-marker Bradford, Ontario

Our dishwasher was covered with a Sears Master Protection Agreement. It broke and parts were not available so Sears agreed to replace it. 3 months have passed & it's still not replaced.

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Contains 1 confidential file for company representatives

Our dishwasher was covered with a Sears Master Protection Agreement. It broke and parts were not available so Sears agreed to replace it by giving us a coupon to buy a new dishwasher.

We selected a standard GE dishwasher and completed the purchase. 3 months have passed and the dishwasher has not been delivered. We were given a delivery date 3 times and waited for the dishwasher to be delivered but it never arrived. There was no notification that the item was not going to be delivered so I had to wait through the waiting period each time.

We now have another delivery date but there is no assurance that the item will actually be delivered. Several complaints to the delivery people have not helped. They just say the dishwasher has not arrived at their wharehouse. Requests to speak with a manager have been denied.

It seems the delivery people just keep assigning new dates without any knowledge that the dishwasher will actually be available at that time. It took a long time to find a place to complain on the website.

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Pros:
  • Good service for repairs
Cons:
  • Terrible costumer service

Preferred solution: Deliver product or service ordered

User's recommendation: Sears Master Protection Agreement was a good deal for getting repairs done. Our dishwasher was repaired several times. When it needed to be replaced it appears to be a scam.

Resolved
Brycen Wpi

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Verified Reviewer
| map-marker Coos Bay, Oregon

Resolved: Check on replacement frig

I am so frustrated with your company I started back in FEB of 2024 when i I called for repair onl my refrigerator. It was still covered with the protection agreement .

tThings have gone from bad to worse. I have been working with your company since. You only show from 6 months ago but iv been d dealing with this since Feb. I did everything up to ordering and it w

As supposed to put the frig I ordered in the warehouse.

I called every week and got an answer that it was coming the next Monday. It never came for many dates. So finally someone told me to cancell that order and re order a different one which I did. Now Im waiting for that one to arrive to the warehouse.

I called on Friday and they said it would be here today Monday the 18th iv waited all day and called them and was told The warehouse is closed nice I have a date of Friday Nov. 22. Who knows if it will come, I am

So sick with cancer and other problems it's been awful being without a refrigerator for so long. Last week someone let me borrow one but all year iv been without.

I just think I was treated as a problem complainer because I called so much trying to l get my frig delivered. I loved Sears before and bought all of my husbands tools there plus many other things. Im very disappointed with your company now . Thank you for letting me complain .

I don mean o be a difficult person.

I jut think I deserved better treatment. Thank you!!

Beverly Wooldridge 541 808 ****

.

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Resolved
Anthony D Izr

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Verified Reviewer

Resolved: Placed a part order in September as of end of October part was still not received

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Updated by user Nov 16, 2024

Company fixed the issue and I have been provided with full refund. PayPal sent request and Sears provided refund.

Original review Nov 12, 2024

On Sept 17, I placed an order and paid through PayPal. The order was to be delivered on Sept 20.

After a number of calls where I was told 'sorry, it is on backorder', I cancelled the order at the end of October and got the part elsewhere. I have been trying to get a refund ever since.

This company is terrible for customer service and responsiveness. Do yourself a favor and stay away from them.

View full review
Loss:
$142
Cons:
  • Terrible responsiveness and customer service

Preferred solution: Full refund

User's recommendation: Stay far away from them

Deborah B Wjj

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Verified Reviewer
| map-marker Hendersonville, Tennessee

Sears Home Scam

I was told by Sears Rep that since my Kenmore frig was not working at the effective date as of service 4/28/24, it was not covered. The problem is that I have been waiting on part which they ordered and was backorder in order for them to fix it.

I paid up front for part that I never received, and still have not received refund as of today. The repair man pushed this service since this seems to be lemon.

I have been paying almost 60.00 a month for six months for nothing since I purchased this svc. I am even more 'pissed' at this company, and will never purchased a Sears product.

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Thomas PK

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Verified Reviewer

Sears Home Services is Dishonest

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Original review updated Oct 09, 2024

Sears Home Services (Sears) is intentionally engaging in dishonest practices and fraud by using evasion to avoid honoring an appliance warranty. Our refrigerator is covered by Sears.

It has been inoperable for 13 weeks as of October 4, 2024, with no credible communication from Sears that the situation will be remedied. We have been unable to resolve this matter despite making at least seven phone calls to Sears customer service, which resulted only in multiple transfers, misstatements, and cancelled, rescheduled, and cancelled again service appointments.

The details are as follows: Our LG refrigerator stopped cooling on July 5, 2024. A Sears repairman inspected the refrigerator and ordered parts on July 19, 2024. Several parts have been delivered but the repairman has not returned to install the parts, and the refrigerator remains inoperable.

Five appointments have been scheduled, then cancelled by Sears with little notice and rescheduled blindly, only to be cancelled again. Customer service has misled us. Four times we were told the case had been escalated, and we would be contacted. We were never contacted.

On August 27, we asked Sears to start the process to replace our refrigerator if it could not be repaired. We were told that the repair and parts on back order had been cancelled, then given a case number to begin the replacement process and instructed to call back in five days. Upon calling on September 4, Sears had done nothing, and the process started over with instructions that we call back in eight days. We called on September 12, and Sears had still done nothing.

Justification by Sears for its failure to perform was that a part was on order. This is at odds with the assertion by Sears on August 27 that the repair and additional parts were cancelled, and that the refrigerator replacement process had begun. This is unethical. Sears is delaying the claim in hopes that we will handle the problem by buying a new refrigerator, without further pursuing the claim.

Despite not repairing our refrigerator, Sears has refused to reimburse us the $720 cost of the warranty.

Therefore, we have filed complaints seeking reimbursement with the Better Business Bureau, the Attorney General of Virginia, and the Virginia Consumer Protection Bureau. In addition, we have reported Sears to the Federal Trade Commission as a fraud and a scam.

View full review
Loss:
$720
Cons:
  • Fraudulent misrepresentation

Preferred solution: Full refund

User's recommendation: AVOID THIS COMPANY

Anonymous
map-marker Williamstown, New Jersey

Cancelled service

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scheduled service call with a window of 9am to 5pm, seems it took them to 5pm to cancel. Our experience is they cancel multiple times without any cooperation to reschedule the next day, no they push you out multiple days.

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User's recommendation: check with other plans

Mike L Qei

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Verified Reviewer
| map-marker Nottingham, Maryland

Dryer nott heating

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Had them out to the house twice. First time thy told me it was fixed.

It wasnt, came a second time, told me again it was fixed...again it wasnt. Then tried to charge me for THEIR mistakes. Who confronted they told us we would get a refund on our credit card.

We did not, in fact they told the credit card company that they had no intention of refunding anything... We are in a dispute now, credit cards company s backing outré play.

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User's recommendation: stay away, they arent what they once were

Nancy D Wxj

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Verified Reviewer
| map-marker Schenectady, New York

Sears Repair Service BEWARE

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Sears Repair Service BEWARE

A horrible experience!!!

They came to repair the refrigerator in my motorhome in MA. I paid the diagnostic fee, the cost to repair and parts.

I explained that the repair would take place at my home in NY. They said fine.

Parts arrived in NY and they scheduled the repair date.

-----THREE TIMES THEY SENT THE TECHS TO MA-----

The link they send you says you can change the repair address by calling. However, there is no phone # listed. You cannot talk to a person unless you request a new repair.

That person cannot change the repair address.

I WAS TOLD I WOULD HAVE TO SEND BACK THE PARTS AND RESCHEDULE THE REPAIR AND PAY ANOTHER DIAGNOSTIC FEE AGAIN.

I refused and requested a supervisor. They said they would put a note in so I wouldnt have to pay anything hence.New repair order.

SO TODAY I RECEIVE A LINK REQUESTING A RATING FOR THE REPAIR AT 8:30 AM..BUT THEY NEVER CAME.

Again more calls..

New repair dateWill they come???

And as expected.NO! Rescheduled.After I waited around all afternoon.

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Sicilia Eft

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Verified Reviewer
| map-marker Birmingham, Alabama

Disgusted

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Tech was scheduled today between 1 pm and 5 pm. Email this morning said they would arrive at 8:30 am.

Finally got that straightened out, I thought, but at 5:00 pm tech had not arrived, had not called to say they were late. Finally got a person in the phone and was told the tech wasnt available today.

Ridiculous - they were available at 8:30 am but not at the scheduled time that was confirmed 10 days ago. Buyer Beware - Sears is not what it used to be which explains why they went belly up.

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User's recommendation: DO NOT USE THIS PITIFUL EXCUSE FOR A COMPANY.

Jesus H Dxy

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Verified Reviewer
| map-marker Springettsbury, Pennsylvania

Two months and still no repair on my refrigerator

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Called home services sent contractor twice couldn't figure out the problem, two months have gone by.

View full review
Pros:
  • Quick to respond
Cons:
  • No accountability

Preferred solution: My refrigerator fixed

User's recommendation: If the contractor you are sending can't fix it while still send them.

Rizwan Evv

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Verified Reviewer

Checking on my credit from recent service

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The first service tech diagnosed it incorrectly, and we had to pre-pay for the return trip. The second technician resolved the issue with the lesser part and lesser labor charge and we are waiting for our credit. I shouldnt have to call three times to get a credit.

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Preferred solution: Price reduction

Nickolus Vtg

I had a repair done over a month ago. The tech...

I had a repair done over a month ago. The tech ordered a part and when he came back realized the part was not needed and successfully fixed my range without the part.

The tech took the part that he had ordered and I had paid for with him and said I would be refunded the price that I had paid minus the diagnostic fee and labor which came to an amount of $569.29. I have reached back out to Sears multiple times about this refund but have yet to see it show up. This has been the worst experience I have ever had with a repair company. How am I going to recover this money?

I would love to know because everyone I have spoken to seems to be clueless and tries to give me the run around and when you ask to speak with a supervisor or manager they make some sort of excuse why they are unavailable. Please someone give me some clarity and a way to contact the billing department directly.

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Sherry H Gbv

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Verified Reviewer
| map-marker Massapequa, New York

Need to becontacted

My refrigerator was under warranty and a service tech came order parts and charged my credit card for covered parts gave me no receipt(he stated he couldnt give one because he ordered the parts on his phone). Now no one will answer .

Please call me 570-764-****. Or at Sherryhons0@***.com

View full review
Loss:
$585

Preferred solution: Full refund

User's recommendation: i was contacted on the phone about my refrigerator was under warrantythey they said i would get my money back on my card and never goy it yet would be nice if i can get it back for christmad

About

Related Companies

Sears, Kmart, Sears Parts Direct, Sears Auto Center, Kenmore

Summary

Sears Home Services is a household service company which provides a wide range of services and operates 24/7 online support. The services of the company are presented by such categories as Repair, Maintenance and Tune-Ups, Installation and Assembly, Cleaning as well as Home Improvement. Sears Home Services deals with electronics, appliances, fitness equipment, as well as heating, cooling and ventilation devices. The cleaning services of Sears Home Services include Air Duct, Carpet, Dryer Vent, Indoor Air-Quality, Upholstery and Mattress, etc. Among Home Improvement options, there are Door Replacement, Flooring Installation, Garage Doors, Heating and Cooling Systems, Kitchen Remodeling, and Roofing Installation, etc.

Sears Home Services reviews and complaints

Sears Home Services is ranked 133 out of 544 in Household Services category

Area Served

USA

Payment Methods

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