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Pissed Consumer Interviews ?

Video interviews are designed to showcase real customer experiences with a variety of companies. They give consumers a chance to tell their side of the story and expand upon their original complaint posted to PissedConsumer.com

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.
Most Helpful
1.0
Details
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...
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370 comments
FullStoat890
#1771430

I have remained a Sears customer way longer than I should have. My list of problems with Sears is also a long one. Let me know where to sign up for a class action suit.

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Review
#1002852 Review #1002852 is a subjective opinion of poster.
Reason of review
Other issue
1.0
Details
I have purchased Sears Appliances Protection Agreement along with the set of appliances I have purchased from Sears. When my fridge was making strange noises I called Sears Home Services to schedule a technician to look at the issue. So I took day off from work and was...
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Review
#1706108 Review #1706108 is a subjective opinion of poster.
Service
Sears Home Services Customer Care
Pros
  • No pros
Cons
  • Scheduling
  • One big fat zero
  • Scamming customers
Reason of review
Poor customer service
Loss
$600
Preferred solution
Full refund
Tags
  • Dishwasher Breakdown

Sears Home Services - Terrible customer service

1.0
Details
I had service called placed to fix compressor in refrigerator of 3 years old AND was told parts were covered under warranty and that I would have to pay for labor but technican said it was not and would not fix the refrigerator; after numerous calls, getting transferred to multiple agents, I was disconnected and no one called me back. I had to take off two days from work, had no refrigerator for 4 days and after two techicians scheduled to fix it, it is not and I had to pay $105 for the first visit.
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Review
#1701457 Review #1701457 is a subjective opinion of poster.
Service
Sears Home Services Refrigerator Repair
Reason of review
Poor customer service
Loss
$500
Preferred solution
fix the refrigerator
Tags
  • Misinformation
  • Customer Service Run Aronund

Sears Home Services - Waste of Money!

1.0
Details
I purchased and paid monthly payments on a whole house warranty. When my water softener stopped working (yes it was covered) they denied my claim after finding out it needed to be replaced. They said it would not be covered because i only had the policy 6 months??!!!
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Review
#1700151 Review #1700151 is a subjective opinion of poster.
Product
Sears Home Services Home Warranty
Cons
  • Will not uphold their warranty
Reason of review
Warranty issue
Loss
$2600
Preferred solution
Replace water softener
Tags
  • Home Warranty Is A Scam
1.0
Details
Sears Nightmare: May 3, 2018 Sept. 21, 2017 Kenmore Elite refrigerator stopped working. Oct. 5, 2017 First Sears Tech arrives – problem is diagnosed as the circuit board and we pay one half the cost of a new circuit board up front ($ 345.65) and Tech orders a new...
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Review
#1697493 Review #1697493 is a subjective opinion of poster.

Sears Home Services - Technician showedup to my home and didnt touch mt unit at all!

1.6
Details
On August 20 20019 a tech showed up and did not touch my AC unit because it looked like someone had tampered with it! he called his supervisor on speaker and was advised to proceed with the work and still refused! He lied and said that my husband refused to pay which he never even asked for a payment although he wouldn't have gotten one because he di absolutely nothing. I have audio of the conversations that took place at that time I ca send a copy if you'd like. So in saying this we don't owe sears a dime. The service ordrer #40091658 s invoice for 100.00 shpuld be cancelled. the techs ID 0288894 does not have the right to get any credit for this nonjob!
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Review
#1685804 Review #1685804 is a subjective opinion of poster.
Service
Sears Home Services Air Conditioner Repair
Cons
  • Tech lied on my husband and i
  • Tech lied to his suprvisor
  • We requested a supervisor no responce
Reason of review
Poor customer service
Loss
$100
Preferred solution
Full refund
Tags
  • Sears Home Repair Awful
  • Tech Id 0288894

Sears Home Services in Clarkson, New York - Scheduling a service appointment for my refrig.

Sears Home Services - Scheduling a service appointment for my refrig.
Sears Home Services - Scheduling a service appointment for my refrig.
Sears Home Services - Scheduling a service appointment for my refrig.
I have been attempting to schedule service for my Kenmore Elite for o er a month. When I nitially called I was told my frig. had no warranty. After sone conversation I was offered and purchsed a warranty. I scheduled an appointment but the service person never called and said I wasnt home ...I was. Efforts to reschedule was met by difficult phone prompts and long waits...until today. I spoke with scheduling and I was scheduled for Sat. 11/16th between1pm-5pm. I gave him my email and verbally verified the appt date....After more than an hour this AM and a 3week away appt I received 3 emails with 3 DIFFERENT appt. I Is there anyone and any way I can get an eariler appt. and a confirmed appt. time.
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Review
#1685786 Review #1685786 is a subjective opinion of poster.
Pros
  • Service person was okay
Cons
  • Scheduling
Reason of review
Warranty issue
Loss
$300
Preferred solution
Let the company propose a solution
Tags
  • Taking Off Work For Nothing
we have a 2 yr refrigerator repaired in Austin, tx. since sears is nor longer here they have a one man local service shop. We have had made 4 calls. He was a no show the first time. the next time he showed up and he said it was a compressor, he left and we had another...
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Review
#1685480 Review #1685480 is a subjective opinion of poster.
Cons
  • Indifference of scheduler
  • Customer service process
Reason of review
Poor customer service
Loss
$500
Preferred solution
we have a 3 yr extended warranty to an additional 3 more years and let us get another service company
Tags
  • Poor Service

Sears Home Services - Techician never showed up

1.1
Details
Scheduled repair on washing machine. Never showed up. We called, they said they would have someone call. Never called back. Called to reschedule, got cut off. Not happy!!
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Review
#1681115 Review #1681115 is a subjective opinion of poster.
Product
Kenmore Washing Machine
Cons
  • Did
  • Did not show up
Reason of review
Scheduled repairman never showed up
Preferred solution
Let the company propose a solution
Had problem with Hot Water Heater - under protection agreement. Sears could not come for several days, meanwhile by HW heater was leaking all over. I had to call outside help to take care of it. Now my A/C central Heat and Air has a problem, and I was on the phone for...
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Review
#1677924 Review #1677924 is a subjective opinion of poster.
Product
Sears Home Services Master Protection Agreement Protection Plan
Pros
  • Eventually come
Cons
  • Never have solution until several visits
Reason of review
Ongoing poor servide
Loss
$2500
Preferred solution
Let the company propose a solution
Tags
  • Sears Appliance Service

Contact Sears Home Services Customer Service

Mailing Address:
Sears Home Services
3333 Beverly Rd B6-258b
Hoffman Estates, IL 60179-0001
USA
Phone:
(888) 577-4342
All Sears Home Services Contacts

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Sears Home Services - Bathroom Remodel

Update by user Oct 07

I have been contacted. Very disappointed to hear it may still be two more weeks.

Original review posted by user Oct 07

On Aug 15, 2019 I met with Sears to review my options for a bathroom remodel. I was told there would be a 4-6 week wait for installation. We are now at nearly 8 weeks and I can not get a hold of Michael for an update. There is no updated information on My Home Portal. My patience is near the end. I would like my money back so I can find a company who wants my business. And at this point my review will not be good.
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Review
#1673880 Review #1673880 is a subjective opinion of poster.
Service
Sears Home Services Bathroom Remodeling
Pros
  • Seemed sincere i had confidence job would get done
Reason of review
Order processing issue
Preferred solution
Full refund