Sears Home Services

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

We had issues with our washing machine and set up a repair through the Home Depot protection plan. They sent out a technician from Sears Home Service Center.

Tech initially came out and said that something was definitely wrong with washer and that he needed to order a part that would be shipped to our house. Came back out a week later to install the part. Tech said that the part was a used part and that it was defective. He would need to ship another part to our home and would be back out in about a week.

Tech came back with a 2nd tech and supposedly fixed the washer. When I went in our laundry room, I noticed that the "new" part that was recently shipped and was supposed to be installed was still sitting in the box with bubble wrap!! I asked the tech why the new part wasn't installed. After thinking of an excuse, he told me that the other tech looked at the "defective" part and it was fine.

He said that the washer was running fine and since the other tech had left for another job, he wouldn't be able to install the "new" part as I asked. After he left, I tried to wash a small load to see if it was working. The washer was making a different noise now and it stopped mid-wash with an error code. Was able to speak with someone to have them come back out to fix.

It was scheduled but they decided to put a $119 diagnostic fee now on the visit (which I'm not paying). The day their tech was supposed to come back out, in the very convenient 8am to 5 pm window, I get a text at 2 pm saying my appointment has been rescheduled to a week later!!! You can't speak to a human being through any of their phone numbers. You sit on the phone while an automated voice gives you all these different options to press but never one for a human.

During the last call, they tried to sell me on a medical alert device that I selected "no" two different times, only to have an automated voice go through all the details of this medical device.

I was calling about a F'n washing machine!!! Horrible service technicians and beyond horrible customer service department.

I have talked to many people from 10/30/2023 to today 11/9/2023. I have been on of a refrigerator they come firmed me that they cant get parts to fix my refrigerator so they say they will refund me x amount of money and they recommend one the dimensions and water in the door it doesnt fit in where the refrigerator is in the house.

I have talked to many of your service people if it doesnt fit it has water in the door and they are all sold out, my account number is 772****. So because your service cannot help I feel you should just give me a check I am not going to wait until next year, so I bought a refrigerator for someone else a lg model.

Your people did nothing to help, sent me from one person to another person. I think you should just write me a check, so I can pay the other company that had my size of a refrigerator For my kitchen.

On 12/21/2023, I scheduled an appointment online to repair my dryer. The appointment was scheduled for one week later on 12/28/2023.

On 12/28/2023 (the day of the appointment), I received a call from SHS indicating my appointment needed to be rescheduled.

No reason for the cancelation was given. The new appointment date was one week later on 1/3/2024. At this point, I was two weeks without a dryer.

On 1/3/2023, the tech was scheduled to arrive at 4:15. At 4:25, I received an email and text that my appointment was rescheduled for one week later on 1/10/2024.

At this point, I was three weeks without a dryer.

I contacted another service company on 1/3/2024 to repair the dryer as I was not waiting another week for Sears. My dryer was repaired that night.

On 1/4/2024, I spent an hour on the phone with SHS trying to find out why my appointment was rescheduled and trying to get my deductible refunded. I talked to three different people. None of the individuals I spoke with were able to help me with my refund request.

I was transferred from one person to another with no success. The last lady I spoke with simply transferred me to the automated call center, where I was stuck in an infinite loop, unable to talk to a person.

I have emailed SHS requesting a refund.

If I do not receive a response, I am going to dispute the charge with my credit card company as the services I paid for were never rendered.

At this point I am strongly considering canceling the home warranty. If this is the way you are going to treat your customers, I want no part of it.

Where do I begin

I received both of my parts 2 weeks ago

I been calling Sears to let them know I received my parts. Everytime I call I can't never get a Live Representative it's always a recording. I finally talk to someone on Thursday 1/25

She informed me that my technician will be here on Friday 1/26

Well that didn't happened I try to contact someone all day on Friday due to my schedule appointment

My Husband text the chat customer Service representative and she informed us that the technician will be out on Tuesday 1/30 /24

It's really such an inconvenience and very unprofessional on behalf of Sears Warranty.Have to do better!!

I would not recommend this company to anyone. We have had multiple service orders on our dishwasher.

Each of those repairs have taken over a month to be completed. All while our household of 7 have no working dishwasher. When I called and stated that the last repair didn't work and they said they needed to come back yet again and was very upset by the prolonged repair. I was told that they only offer replacement if your appliance breaks down 4 times in one year.

That means that it would have to take 4 months of a non working appliance before they would replace it. Also, to contact the company and actually speak to someone I had to get past a chat bot to be able to chat with a live agent who then had to give me a phone number, who when I called was actually automated system that I had to get through to be able to talk to a live agent. It is inconvenient, time consuming, and mostly unhelpful. This warranty company is one step below a scam.

They try to make it as difficult as possible to get a repair and then the repairs take as long as possible to draw out the warranty time period and the standards they have on the warranty are so unreasonable that they will ever truly have to fix anything. And everytime I am in contact with them they try to sell me on a home warranty. I would never want to deal with them for all the other repairs in my home.

Do not buy the appliance coverage or the home warranty. Neither will ever be worth your time or money.

I had a service call on 12/1/23 for a refrigerator purchased on 7/14/21, which I purchased a protection agreement on 8/30/21. This was a second service appt with the same issue: refrigerator not functioning properly.

On 12/1/23 the technician concluded that the refrigerator could not be repaired and that the refrigerator is essentially, a lemon.

I was informed to wait 10 days for Sear to locate the parts, and to expect to receive an email from Sears as to whether or not the part could be found. Sears did not send me an email, which I waited 14 days for. I contacted Sears and was told that they were still searching for the part, and was told that I would be contacted via phone or email. Again, no response from Sears.

I called Sears and was finally told that the Part could not be found and that they would start an escalation history and that I could look forward to receiving a Replacement for a new refrigerator according to the Specs of my Master Protection Agreement (MPA) and that my case would be escalated and that I could expect to receive an email surrounding this issue within 5 days.

By now, 3 1/2 weeks had transpired, and still no call or emails from Sears.

It must be noted, that each and every time I called to inquire about the status of my case, I got various and different responses and was also told that my concerns were only received on 12/18, and that no update could be given, or that Sears was still looking for the Parts.

I believe that copious and conflicting notes were taken on my case, but nothing has been done to finally resolve the case. When ever I inquire about a Case #, I am told that there is no Case #.

On 1/2 and 1/5 I called Sears and was told that this issue was again being escalated to a Benefits team and would once again be "escalated" to the Offline team for approval of a replacement, and that by 1/8, I should expect to receive a response. Once again, no response from Sears.

I called Sears on 1/8, and was given erroneous information that my "Case" was being "escalated" and that I needed to continue waiting for a response from Sears. I was again told that according to the notes, the Parts were located.

This entire experience has been very frustrating to me.

I am 69 years old, and am diabetic taking insulin.

I cannot continue to be without a working refrigerator. I am believing that Sears have no intention of honoring the Protection Agreement that I purchased with them, or even providing me with a Replacement.

I would greatly appreciate your help with this matter.

If I could leave a 0 I would. They used to be a decent company by now they r the worst.

They have sent out a repair man 3 times. The have sent out the wrong part. And have said that they don't make the part any more. They have said that there will be a resolution for either a replacement or a buy out for the last 3 months.

I just kept calling back and getting Apologies the that they understand it has taken too long and call back in 2 days or 5 day or 14 days and I do.

I have been very polite to them but 6 MONTHS to come up with a solution is Ridiculous. This started in September and is is now February and still they r working on i

Now I know why people have a distaste for extended service plans. I purchased one for my refrigerator when I got it from NFM.

I called and initiated it.

I was told the ecumenism would arrive on a certain from 8:00-5:00. Yes, thats the time frame they gave me.

He ordered 4 parts and we scheduled an appointment for the next week.

2 of the parts have come and 2 are on back order.

No update when they will be back in stock.

I have called 12 times trying to get them to install the parts that have arrived but they wont come out until everything has arrived.

I asked them to cancel the other 2 items that I can at least get my ice maker working but the repetitive, non customer focused call center staff wont do it.

Ive tried asking for a manager but to no avail.

At this point, I would have preferred to pay full price for the ice maker and chose a professional that doesnt have a window of 9:00-5:00.

No more Sears Home Services for me!!! Never again.

I am unable to contact anyone at Sears Home Services directly to answer my questions regarding my repair and parts ordered. I have run into the automated system with every number I call providing no answer to my problem but simply sending me on an automated loop that eventually hangs up on me.

This is not acceptable. I have a legitimate inquiry to my repair and parts ordered and appointment. You have charged my credit card for parts that have shown up and are not needed and parts that have not shown up at all.

Your website only allows me to change my appointment but does nothing to answer my questions. Can you provide me with a phone number so that I may talk to a real person and stop the frustration and anxiety that Sears Home Services has caused me.

This is the company my home warranty set me up with to repair my dishwasher. I don't know which is worse, the warranty company or Sears Home service, but I just sat around all day today waiting for an appointment with an arrival window between 8am and 5pm (a little ridiculous in my book), and they called to reschedule with nothing available over a week away.

They invite you to track your repairman, but that is useless, as it had him arriving at different times hours apart before finally rescheduling.

Not a promising first experience, so I sure hope nothing else breaks under this warranty Oh, and the appointment confirmation texts I get aren't even showing the correct date at times. I think someone is preying on Sear's formerly good reputation.