Sears Home Services is the WORST ever home repair service. We were sucked into their service when we bought a Kenmore refrigerator.
For $49.-/month, they will send out a repair person if there’s a problem. Then there is a $75.- service fee for each visit, unless the issue is not fixed in one visit, in which case, they keep coming back. The draw is that if they can’t repair it for any reason, they will replace it with a new one. We have been in Sears Home Services *** for the last 6 months.
Our fridge has worked ON and OFF for the last 6 months. Every time it breaks down again, it takes 3-4 visits to "solve" the problem. We're on our third run of visits at this point. And during all those weeks we have to keep restocking ice in the fridge to keep a few items cold.
We have had to eat out at least one meal every day, which is very expensive. And it’s stressful not being able to make our own food at home. The repair technicians don't carry most parts, so they are ordered, and another repair appointment is scheduled. Each time the technician has ordered parts, he put them on a “rush” basis.
Generally it has taken 2-4 weeks for the part to arrive. That is not a rush. So if it were not put on a rush, would we have to wait 4 months instead of 4 weeks? The last time they sent a replacement circuit board, it was improperly packed, and arrived broken, so they had to order another one, which took another 2 plus weeks.
When they sent a replacement fan, it was for the wrong fridge model. In the end, we didn’t even need another fan. The technicians are ok, but the service itself and the communication with them is HORRIBLE. 1) If they want to contact you, they sent a robotic call telling you to call them.
What a total waste of time. 2) The customer "service" reps do not have tracking info, so they can’t even give you an idea of when the part will arrive. 3) Sometimes when we’ve rescheduled an appointment (if the part hasn’t arrived and we get the robo call asking us to call them), and they continue to send robo calls because the customer “service” people are apparently not smart enough to actually enter the scheduled appointment into their computer system. Sears Home Repair service is a SCAM.
One of the technicians told us that they don’t use new parts. They take the broken ones and refurbish them, so chances are, they won’t last long. Case in point, they have replaced parts on our fridge multiple times, it works for about a month, then breaks down again. The worst thing about all this, aside from not being able to cook my own food for months at a time of the fact that our cooler leaked and partially ruined our kitchen floor, is the incredible stress this has caused.
Just trying to communicate with their totally uninformed customer “service” humans is completely stressful because they don’t even understand how to help, they won’t allow you to talk to their supervisors, and they are completely powerless.
DO NOT USE THIS SERVICE! They don't even deserve one star.
Product or Service Mentioned: Sears Home Services Refrigerator Repair.
Reason of review: Many of the above: poor customer service, bad quality, and very slow delivery of parts.
Monetary Loss: $1000.
Preferred solution: They should be put out of business!.
I didn't like: Frustrating, Unhelpful, Scam.