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On June 26, our washer suddenly refused to work. LG directed me to two companies in the area that were authorized repair reps. Both were busy and didn’t get back to me, so 48 hours later, I was casting about for a repair solution and came across Sears. Sears arrived on June 29th and the tech determined that the machine’s control board was non-functional and needed replacement. He placed an order for replacement part with Sears, but when this part was delivered to the house a visual comparison of the two parts made it clear that this part was incorrect. . I phoned LG, the washer manufacturer and verified through their executive customer service that the original part from the washer was the only one which would work for this machine, which I communicated to all customer service persons and subsequent techs. A second tech was dispatched to the house two weeks later to validate my findings and order a second part which when it arrived proved to not even be a control board. After speaking with supervisors at customer service who promised a $30 gift card to Sears for my trouble (which never arrived) and waiting another week and a half, a third tech arrived and ordered a third part, which was also wrong. LG finally dispatched their own tech, who determined that a piece of clothing had become wedged between drum and agitator. I replaced the board from a parts website, and finally, after almost two months the washer was again working. Technicians two and three took incorrect parts 1 and 2 back to the Sears warehouse with them when they left and part 3 to be returned to Sears via UPS . I requested a full refund from Sears for parts and service and was contacted by a representative from Atlanta in the second week of August who informed me that it would be processed shortly. I called customer service on 9/5/2017, endured a disconnect during service, and then was informed that my refund was supposed to be applied to my credit card by 5PM on 9/5. I attempted to inform the representative that I had paid by check, and it was unlikely that Sears had a credit card on file, but the representative happily informed me it would be credited to my card again, and in the event that it did not, to call back the next day. As you can imagine, there was no credit to the credit card, so I called back on the 6th, experienced another disconnect, and was eventually transferred to a lady who gave me my first case number – she informed me that the parts department needed to confirm part costs before refunds could be issued, and I should expect to hear from them within 24-48 hours. Having heard nothing from parts, I again called on 9/11, spent another 40 minutes speaking to customer service representatives and was advised a second time that parts would be calling me within 24-48 hours. Having heard nothing from parts, I again called on 9/20, spent another 15 minutes speaking to customer service representatives before being disconnected and spending another 40 minutes speaking to a new customer service representative, before finally being advised a third time that parts would be calling me within 24-48 hours. Having heard nothing from parts, I again called on 9/25, spent another 45 minutes speaking to customer service representatives, and refused to be put off another period of time. At this point the representative said she could go ahead and process the refund for the amount of the part, but that a representative would have to be in touch within the next 24-48 hours regarding the service part of the refund. She told me to expect something in the mail in the next 7-10 business days. The following day I received a call from Sears – she could barely speak English, but after some fumbling about it became clear that she was attempting to locate one of the parts that had been returned to Sears, and that this was somehow related to a refund for the part – which I understood from the conversation the day before had been processed – so maybe it hadn’t? After telling her that all parts had been returned through agents of Sears or UPS, she advised me that someone would be in touch with me again… in 24-48 hours. At this point, I wrote a letter to the CEO and expressed my concerns, which got no response. I called after this to executive customer service and asked for assistance, and was contacted by representatives from the same customer service pool that I was in prior to calling. Finally, I got one who told me that we would be getting a refund check by October 24th for service. Amy and I went out of town, and when we got back at the end of that week…. No check! I called back again and was told that someone would be in touch with me, and finally after calling a second time I was told by a customer service rep that they would offer me $40 refunded from my service call, but the service was non-refundable typically and the notes in the account said not to pay me more than that.
Had a Sears Repair guy show up at my house to fix my 6 year old Samsung washer on 12/31/2018. After an hour on the phone trying to diagnose the problem with another service guy, he determined that I needed new stabilizers and a new water pressure flow switch. The parts...Read more
I went on Home Advisor to find a contractor to replace 8 windows in our mobile home. They suggested Sears Home Services, which they assured me were NOT at the edge of bankruptcy. Sears called back promptly and said they would have a estimator/representative there today...Read more
I didn't like
- No call no show on scheduled appointment for estimate
- No show
I wrote a review on Sears Home Services. The Pissed Consumer contacted me,to complete the outcome of my experience.Unfortunately, it isn't over. Here's the latest on my experience that began with ordering a replacement light bulb for my refrigerator months ago, which...Read more
I didn't like
- Challenge in getting my refrigerator parts and a fix
Sears Home Services - Ken Diaz
My parents bought me a Kenmore series 100 Washer and Dryer for total of $650 which is 2yrs old , the washer broke down and wont come on and dryer has burning smell coming out of it . Sears lost our record of purchase and our record of registration and refuse to service our appliances and they keep hanging up the phone on us being rude and nasty . We want in on any lawsuits against Sears
Sears Home Services in Denver, Colorado - Bad service with long delays
Kenmore washer has broken down twice this year. First in August where it took over a month to repair. Now the second time has taken over a month and still not repaired. Technicians have been out 4 times with no success. Each time ordering new parts and waiting weeks before someone can come out again. Don’t buy anything from Sears. Even the protection plan won’t save you.
Purchased 10/2013. Suddenly in September 2018 not freezing or keeping items cold. Contacted Sears and was told I had a 4 year warranty, not the 5 year I had understood I had purchased. They said no problem, I could purchase the extended warranty at that time, so I did....Read more
- N o t h i n g
I didn't like
- Customer escalation department
- Length of time
- No accountability
Sears Home Services - Kenmore Elite Water Softener
I have tried to get service appt since January 3, have spoken to 14 people and don't have appt yet. I contacted a complaint website and have ID #1444745. What does it take to get a service appt when softener still is covered under 10 year leak warranty?
I have been trying to get a service appt for a Kenmore Elite water softener purchased 11/2016 building salt crust outside of tank on floor. Tank has 10 year warranty for leaks. My initial call was 01/03/19 t 10:10 am. Charlie took my call and said I had to call back...Read more
- N o t h i n g
I didn't like
- Lack of knowledge
Sears Home Services - Horrible Rude Customer Service
The worst warranty company I have ever had. The service is poor, the customer service people are rude and condescending. They hang up on you and the managers are even worse. Please take some free advice and do not sign up. You will regret it. Also keep in mind they are probably going bankrupt, so you could lose the policy you paid for.
I didn't like
- Customer service
Sears Home Services - They cancelled two days in a row
Paid for the warranty plan and washer is always breaking. I schedule an appointment and got a call they are cancelling appointment. They schedule me the next and sent a text cancelling again!!!!! Then they sent me another text rescheduling for another time without even knowing if I am available! No washer and poor unacceptable service!
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