Edward K Rhc
map-marker Hanover, Pennsylvania

Appliance was not fixed and Sears did not give me the full amount of the initial charge back

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Refund was never applied back to my Visa card for service that technicians were unable to fix. Sears claims any appliance can be fixed. My 7 year old stove was not fixed.
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Loss:
$349
Pros:
  • There are no pros with their customer service

Preferred solution: Full refund

User's recommendation: Don’t ever use sears repair service.

doyle w Lks

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Verified Reviewer
| map-marker Texarkana, Texas

Whirlpool electric cooktop

Original review Jan 11, 2024

Tyler with Sears home service for the Texarkana TX area looked at my cook top which was cracked. He took a picture called his boss and then came to tell me it was not covered by my home warranty because it was cosmetic.

I refuse to sign that job was complete because I disagreed with what he said. I had read on page six of my home warranty booklet, which said it was not covered due to it being "misused to abused," and I said I had never misused my cook top and was simply cooking when it cracked. The booklet also stated that you should read the booklet to see if it was covered or not before making an appointment and paying a hundred dollar deductible. I paid the deductible, and it should be refunded due to work not being done.

I would like to talk to a real human instead of talking to a machine. This is a very unhappy customer wanting to talk to human and get a refund or new cooktop!

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User's recommendation: be careful you could be next

Gwenda G Tka

Wrong part sent for my air filter Cover

The wrong part was sent to my home for the Cover that fits over the air filter in my Kenmore elite air filter.
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Preferred solution: The correct air filter cover for my refrigerator

Jill S Jnf

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Verified Buyer
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Verified Reviewer
| map-marker Portland, Oregon

Appt Cancels & No Shows. No way to contact. All numbers = phone tree.

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Sears Home Services - Appt Cancels & No Shows. No way to contact. All numbers = phone tree.
Sears Home Services - Appt Cancels & No Shows. No way to contact. All numbers = phone... - Image 2

1. Highly unreliable.

Schedules appts 3-4 weeks apart, sends multiple confirms, then CANCELS LATE THE DAY BEFORE (twice) or DOESN'T SHOW, after confirming and without notice (once). This has gone on for 4 months. Washer still not working.

2. All phone numbers, local, website, google, etc.

all lead to the same automated phone tree with limited options and no way to ever speak with a person. Even under FAQ's on their website "Who do I call if appt is missed" has another number which is DEAD.

3. Once your number is in their system for an appt - regardless of number you call you will only option to cancel or reschedule your appt - even if they cancelled or didn't show. If you opt to reschedule, they schedule another 30 days out or say they can't reschedule at all.

Today, after multiple confirms by SHS, they did not show at all, and gave no notice. There website still shows my appt is today (it's 6:35 pm beyond the 8-5 window). No one to call.

Totally unacceptable. Will be reporting to BBB

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Loss:
$103
Cons:
  • Do not show for appts
  • Impossible to contact

Preferred solution: I would like them to schedule an appointment asap, and show up on said date, and repair my washer. Complete the repair they promised.

User's recommendation: Do not schedule an appt with these people, find another repair service

Joe J Ave

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Verified Reviewer
| map-marker Aquia, Virginia

Complaint

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This is the second time I has had an issues with sears warranty. I didnt get to speak to a person to let the know what was going on with my appliance.

My refrigerator went out sears schedule an appointment four days later all my food spoiled. It seems like they dont care if the food spoils. I could not get anyone to come out to fix the issues had to wait four days each time. They give you a window time from 8am to 5 pm.

Plus I had to pay a deductible of 100 dollars.

I could have called a repairman and got it fixed the next day. This is very wrong of you need a repair you dont get the chance to speak to a person so they really dont know what is going on with the appliance.

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Loss:
$200

Preferred solution: My food back and the appliance fix

User's recommendation: Get a repair company that will come out the next day

Chris P Bma

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Verified Reviewer

Return and item

A marketplace seller sent me the wrong item, refuses to help. Sears.com won't work properly and keeps giving me an error message when I try to message them. Their 1-800 people also tell me they cant help with Sears.com orders and hang up on me. I need a live person for help or I'll just contact my bank and dispute these charges. I'm done with this.
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Loss:
$340

Preferred solution: Full refund

User's recommendation: Don't purchase from Sears.com

Pat D Igk

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Verified Reviewer

Central air

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I have a carry a central air conditioner that is only about four years old. It is under warranty and a master warranty with carrier. It has not worked since July. It is impossible to get anybody from Sears on the phone. The system needs to be replaced I get no help from Sears. The service was outsourced to a third-party, who doesnt show up on the appointment scheduled. I have called continuously without a response or follow up.
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Cons:
  • Lack service

Preferred solution: Full refund

User's recommendation: Do not purchase from Sears/Transform

Christine B Znk

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Verified Reviewer
| map-marker Stockton, California

Impossible to reach a human to talk to

Repairman needs to come back for a job that was not fixed, and I cannot talk to a human or find a prompt to take care of it
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Joe J Ave

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Verified Reviewer
| map-marker Bronx, New York

Not able to contact anyone and my refrigerator is still not working and I brought a warranty

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Not able to get my refrigerator fixed it has been 10 days. I now have had to appointments still not fixed. No on showed up today either.
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User's recommendation: Don’t use this service

Nancy H Grm

Tech never show up

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Sears Home Services - Tech never show up
Sears Home Services - Tech never show up - Image 2
Updated by user Oct 03, 2023

Appointment was canceled. Another service company was called.

Original review Sep 26, 2023
Waited all day while receiving multiple texts confirming the appt. Unable to reach a human @ customer service.
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Cons:
  • Suck

Preferred solution: Apology

User's recommendation: Don’t bother!

Resolved
Breannah Yuc
map-marker Davenport, Iowa

Resolved: Rude and incompetent technician.

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Updated by user Jan 03, 2024

Company fixed the issue and I have been provided with apology. They replaced the part removed by the incompetent technician.

It required three attempts for the service. Also had a technician from a different office come and do the work.

Original review Dec 04, 2023
Removed wrong part and refuses to come back and even look at it. Has kept me waiting two full days while trying to get problem rectified.
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Anonymous
map-marker Aguilar, Colorado

My refrigerator

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Sears Home Services - My refrigerator
Sears Home Services - My refrigerator - Image 2
Sears Home Services - My refrigerator - Image 3
It sucks, We paid for an extra three year warranty. We do not get to talk to human being. The inside of our three thousand dollar refrigerator is cracking and breaking after only one and a half years. My husband and I are over the age of 65. We have no grandchildren, we have no children. But they refuse to give me a talking customer to tell them what's wrong. And they want my debit card number so they can charge me.
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User's recommendation: Anyone but Sears.

ARISTIDES A Csi

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Verified Reviewer

Unable to fix my refrigerator in over a month.

On November 7, 2023. I placed a claim with sears cause my refrigerator started leaking water. They sent out a tech that was here about 5 minutes to tell me that my refrigerator couldnt be fixed cause the parts were no where to be found and then left. All he said was contact sears. Its been so hard to get a hold of a real person at sears. I am tired of the none sense over at sears. They cant resolve my situation nor they want to reimburse my fees. I have been a customer for about 10 years.
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Loss:
$1000
Cons:
  • Be ready to be let down

Preferred solution: Full refund

User's recommendation: Give your business to some other warranty company.

Eileen S Akv
map-marker Pleasant Valley, New York

I never had my service person show up today

I had an appt for dryer repair and it was suppose to be this morning between 8 am and 10 am . No one showed up . I am very upset since I have a very busy schedule .
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Shelly K Mag

Terrible Service

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Scheduled an appointment to repair dryer and got a confirmation that they were on their way - appointment was arbitrarily cancelled. Tried to use phone number on website and entered into phone *** Could not get to an agent and kept on getting into a loop.

Found another phone number on the web (not on the website) Have spent 2 hours arguing about this. Despite being asked multiple times to stop trying to sell me additional services -she kept on reading the script.

I am furious at this type of customer service. Sears is already out of business and it is clear that whoever is managing their customer service has not idea what customers need.

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Pros:
  • It is where i bought my dryer
Cons:
  • Terrible customer service arbitrary cancelling of appointment

Preferred solution: Deliver product or service ordered

User's recommendation: Do not use Sears Home Service