Sears Home Services Reviews

We have a warranty through LG. Our refrigerator stopped working the 2nd week of July. My husband couldn't find the warranty for several weeks. He called LG when he found it and they had him do some diagnostics. The problem was the compressor. When the technician came he said he didn't notice e that it was the compressor until he was half way here. He agreed that the compressor had failed. He said he needed to order the part. It would be delivered to our home by Tuesday and someone would be here by Wednesday to put it in.

My husband purchased the whole home warranty protection last September 2025. We also have 6 rental cabins and he asked if they were covered too! The customer service gal asked, Do they have the same address? He said, yes! She the responds, they are also covered! Now that we wanted to file a claim on the rental cabins they are telling us they are not covered!!!! This is BAIT AND SWITCH! I’m sure they have the conversation recorded when he bought the policy!! It was $890 per year! We just canceled, NEVER TRUST SEARS!! Never!!!

Ned

I called for a repair on August 7 and they came out on August 12. They had to order parts and scheduled to come back on August 18. I confirmed parts was received and they scheduled repair for 08/21/26. Ever since I have been getting AI calls rescheduling to 08/26/26, 08/27/26, 08/28/26. They even call to confirm the appointment and they will arrive between 8:00am to 5:00pm and will I be available. Then I get a call they have staffing issues. It is impossible to speak to a real person. I am not satisfied with Sears. I have been without my refrigerator for a 20 days.

When we got back from vacation on 7/11, we came home to a warm melted mess in our kitchen. I immediately call my @Sears Protect Home Warranty and set an appointment for repair. The first appointment was set for 7/13. It is now 8/12 and they still have not fixed my refrigerator. The repair has been rescheduled from 7/13 to 7/15 to 7/17, where the tech showed up and ordered the parts for the repair set the return for the repair for 7/22. 7/21 the parts showed up. I got confirmations for the repair appointment from @sears Home Protect. 7/22 I got a notification that they rescheduled because the parts wouldn’t be received on time. The parts were sitting in my office. Rescheduled to 7/29. Confirmed.

Frustrating to say the least. No human contact when scheduling. I don't live at the address that needed service and I was given a 8-5 window, with a promise to narrow that down the day before (didn't happen). Tech came out and I would give him 4 stars as the repair is not made yet.. so, they have to ship the part to my address, again, I don't live there, it's a vacation home. They can't assure me when the part might arrive so I chose to have it shipped to my residence (400 miles away). The part arrives and I don't think it's the right part. Again NO HUMAN CONTACT. All AI with no way to speak to a "live agent". So, have to pay in advance, have to drive back (400 miles, one way) and I really want to verify the part but can't. UNACCEPTABLE. I will post this review every place I can find. Absolutely no Customer Service.

Range not repaired, appointment since June 2026 was rescheduled for another one cause their tech did not put enough notes of what was wrong with it. Was rescheduled for Aug 22 and tech never showed up nor did I get a call or text. To prove my order number is **.

The tech was great but the company is a nightmare. There is lack of communication. It took 5 weeks to repair our refrigerator.

My experience with Sears Home Services has been extremely frustrating. A technician diagnosed my refrigerator on August 4 and ordered the required parts. Installation was scheduled for August 11, but on the day of the appointment, Sears rescheduled it because the parts had supposedly not arrived. If parts are required for an appointment, why isn't their availability verified before making the customer wait for the scheduled service? The appointment was then moved to August 24. On August 24: Sears' automated system confirmed the technician would arrive between 12–2 PM. It was later changed to 2–4 PM. At 12:24 PM, the technician messaged that he had a doctor's appointment and needed to reschedule. Instead of assigning another technician or prioritizing the case, the automated system simply moved my appointment another 16 days to September 9.

Had an 8-12 am window, didn’t arrive until after 6 pm. Then full charge and no parts to finish the repair. Absolutely a joke of an operation.

This was hands down one of the worst experiences I have ever had with any company. They came out to my house and the technician did not even pull my refrigerator out from the wall to inspect. Determined it was the compressor, which is under warranty. He ordered the parts, did not communicate that they were shipped to my house (they arrived while I was traveling). I was required to PREPAY over $600 in labor before they would order the parts, which were under warranty. They continued to schedule and cancel my appointment for 6 weeks, due to a missing part. Customer service is AI, that was no help, and was unable to connect me to any human. For 6 weeks I did not know why my appointments were being cancelled, when the part would ship, or even if it was still in production.

The only thing making this review a 2 (and not a 1) is that the individual who came out to service the initial repair of my AC unit was extremely friendly and talked me through everything that was wrong with the AC unit. However, dealing with Sears has been bad. First, their phone numbers are 100% AI Agents with no live agent option, so you cannot speak to a live human. After complaining over email, I was finally given a number of a person to call. Then that person proceeded to tell me it was my fault for not calling them when their installation contractor did not show up for the pre-installation check. Would love to use a different vendor, but this is the one my home warranty company (the equally bad Choice Home Warranty) has given me, so I'm stuck, unless I want to pay 100% out of pocket. And they are also telling me that the price quoted to me is not valid, and that they may charge more on the day of the install, assuming that day ever comes.

Pedro came out on August 19, 2026 to fix my air conditioner, he was from Sears Brand Central. I told him that the compressor was not staying on and the house stays hot. He NEVER touched the A C, all he did was take a photos of the numbers on the side then he went out on my front porch & made a call. He came back in and said the sun is hitting the A C & that is what the problem is, this is NOT true because the house eves cover my A C. He said there is nothing he can do & I was charged $ 140.00 dollars for a service call which I put on my Visa card. I got an email saying I paid in full, tonight I get another email showing that I owe another $ 506. 00 dollars for repairs!!! This is fraud, I plan on going to Chase Visa in the morning to make sure they do NOT charge me anymore money. I will NEVER EVER use the company again!!

My experience with Sears Home Services today was nothing short of infuriating. I was originally scheduled for a technician to arrive between 3:00 and 5:00 PM. Sears subsequently changed the appointment window to 5:00–7:00 PM and specifically told me they would notify me by 3:00 PM if they were unable to meet that window. They did not. Instead, at **6:56 PM—four minutes before the end of the promised service window—I received a text message telling me that, because of their staffing and scheduling problems, they would not be coming and that I could simply reschedule for later in the week. That is not customer service. That is an absolute disregard for the customer's time.

I had Sears Home Services come out to fix an ice maker on the refrigerator. The first part that was ordered did not fix the problem, so the next person that came out removed the new part (refunded the money) and put in a different new part. That still didn't fix the problem. The third time, the tech came out and removed the new part and put the old part in. The tech had issues with the work order, so wasn't able to refund me for the new part he took with him. He said he will have someone call me to process the refund. 3 weeks later, yet someone has yet to call. After 2 times talking to someone through chat because it's impossible to get a hold of someone on the phone, they keep saying they will escalate this for someone to call. My guess is, I'll be writing off the over $500 I paid Sears Home Services.

About three weeks before the closing on my house, the water dispenser on my Kenmore Elite Side-by-side refrigerator stopped working. I called Sears Homeservices because the appliance is a Kenmore and I’d used them in the past, as recently as two years ago when my washer failed. I was stunned when I was told that the cost of the repair would be over $600, and was uncomfortable with the requirement that I pay upfront for the repair, but since the house was under contract and I was legally required to address any appliance failures, I verified that I could cancel the repair with the service technician (who said he confirmed this with his supervisor) and agreed to the repair when I could not reach the buyer. I reached the buyer later that day; she did not think the repair was needed, so I cancelled the repair that same day by phone call and using the website.

Do not use them. We had an appointment and the time kept getting pushed back. Then out of the blue it said per OUR request the appointment was rescheduled. For over a week later!! We took off work to be there between 8-5. This is the third time they have done this. And you will NEVER speak to a live agent. Their AI recording even says “asking for an agent a second time will not change that no agent is available”. Never use them unless you want to be screwed around.

Sears Home Services — Three No-Shows and Still No HVAC Service. My experience with Sears Home Services has been incredibly frustrating and unacceptable. I was assigned Sears Home Services through my home warranty company for an HVAC claim that I submitted over a month ago. Since then, I have scheduled three separate appointments, each with an extremely broad 7 a.m.–6 p.m. service window. I arranged my work schedule and took time off each time so I could be home for the technician.

Sears came out and diagnosed our repair and set up a repair date for the service. They then proceeded to reschedule our service call more than 3 times before we finally got frustrated and canceled them. Here is the good part, we had to pay our banking institution a stop payment fee to prevent them from charging us the full cost of the quote. This turned out to be a well spent fee, or we would most likely be trying to get reimbursement for the full invoice amount. *** Beware, there is no way to contact them to get a status report. ***

This is a scam! The repairman shows up, says he can't complete the repair, and doesn't even look at the unit. When you call to complain, there is no way to speak with an agent, and you receive no service for your prepaid service call. Avoid at all costs!!!!

Please stay away from Sears Home Services. The Company pretty much uses a scam to collect $149 service fee by promising quick service and then shows up to tell you that they carry no parts on their trucks and you have to wait at least a week to get the part and another few days for the repair. We called about our refrigerator and the technician walked in the door and without even looking at anything, indicated that we needed a sensor. Note that when we originally called them, they asked for the Model Number, Serial Number and description of what was wrong so our assumption was that they would be prepared to fix our model when they arrived at our home.

To have to speak to a robot about what the tech sent to maintenance our washer/dryer is just insane!! The guy didn't do anything but say that they don't take the agitator off to clean in the drum, which is what I thought they were going to do. Clean and maintenance. He didn't even check the hose in the dryer to clean out any lint etc. Part of the $129.00 bucks I thought, according to their robot!! He did go outside to check the vent & specifically said this is unacceptable. Said it looks like they built this over siding. Totally not acceptable, so I contacted our contractor, he brough his HVAC guy and said absolutely nothing wrong with the vent. NOTHING!! So what did I pay for??? Just another rip off.

I am extremely frustrated with my experience with Sears Home Services. What should have been a simple warranty repair has now taken **over a week**, largely because there is no clear way to speak with an actual person when an issue becomes complicated. The entire process relies heavily on automated/AI systems. What should take a few minutes can take **hours** because there is no human available to explain the situation, answer questions, or help resolve problems that don't fit neatly into the automated options.

DO NOT purchase this. They used to be good, and you could actually speak to a human. Now it's all AI, and it is absolutely AWFUL. They give you a window of 8 to 5 for a technician, and without your consent, cancel and change appointments. I have been home waiting 4 different days, waiting all day, then they change it without info or my consent. I pay a monthly charge for my appliances to be fixed when they break, and I am going on 3 weeks waiting for a technician. The date has been changed 3 times. Can NOT TALK TO A HUMAN to get information.

Years ago, service was outstanding... Even gave us a new refrigerator after the second call for the same issue.... Now, however, it's an all AI system and getting a schedule is nearly impossible. They demand you be available from 7:00 to 6:00, then on the day of you keep getting notices that they will be there at a certain time... Then a new text that they are delayed, and finally a text that says, sorry, tech couldn't get there, have to schedule again...

Terrible service. Been a long time customer but not planning to renew it 2027. My refrigerator has been out of service for 6 weeks. Two of three technicians have failed to show up on the scheduled date and then Sears rescheduled the next technician for 1-2 weeks later with no guarantee the tech will show up. Also, it is very difficult to get a live agent and the automated answering service does not route callers to billing or allow for escalation.

July 25th I had SHS come out to evaluate my clothes washer because it was displaying a code F35. It was very easy to set up an appointment. Tech came out, he was very friendly. He decided that the ECM needed to be replaced. He charged me $532 before he could order the part. He was able to look at the schedule and we scheduled for the following Thursday July 30th between 8 and 12. Seemed like a long time but oh well. Thursday came and went and the tech did not show up. No call, no text, no email. I tried every phone number available on line and could not get ahold of a person. There was no option for a representative. Chat bot did not have an option to speak to a rep either. I emailed to two different email addresses. Neither responded.

This service is awful! I got jerked around with a dishwasher a while back but it was finally taken care of. I stayed with the service thinking it would get better but now I need it for my refrigerator and I'm getting the run around again. A technician was supposed to be here on Saturday but then I got a text canceling the appt because the parts weren't received. The parts were delivered here two days before that. Then they said someone would be here today. Now I get another text stating they can't be here until Friday. It's over 100 degrees and I have no refrigerator!

Updated on 08/12/2026: Really.. Sears Cinch does not deserve a star at all! 60 bucks per month for years, have a microwave problem, and nothing but a run around for almost a month!!! Delay in sending a tech to evaluate and repair. Then parts.. Not all parts received sooo another run around with me being the one calling daily for over a month to check on status of repair order. Finally a resolution?? Will believe it when I see it. Two choices.. They will replace the microwave but it is up to me (the customer) to make sure that it will fit above the stove even though they have and have had the broken Samsung microwave. Status as now it will be GE; so if this GE does not fit, I assume the responsibility of all costs! What a sham home warranty!!

My 94 year old grandmother has Assurant (another complaint I have filed). We have had 3 different companies make appointments to come fix a dryer (bad timer not rocket science) and after all day of not showing up (Sears being the 4th time) they decided to reschedule. So should be interesting to see how many times they reschedule. Probably just taking advantage of her due to her age but hey, maybe wrong? I'd like to think they would actually come and do what they are supposed to do and fix the dryer. Until than my reviews of them (anywhere I can post them) will remain negative.

I am filing a formal complaint regarding Sears Home Warranty/Cinch Home Services and its failure to resolve a service request for my mini-split air-conditioning system. I have been a loyal, paying customer for many years and previously had generally acceptable experiences. However, on July 13, 2026, I reported that my mini-split was no longer properly cooling. Nearly three weeks later, after multiple contractors, repeated appointments, lost workdays, conflicting diagnoses, and a no-show appointment, the problem remains unresolved and the unit is now cooling even less than when I first reported it along with a horrible noise.

Stay away!!! They sold us their Whole Home Plan 2 years ago but when we needed to use the warranty it turned out that our actual coverage covers appliances only because they "do not have any other plan in the area as there are no service providers" they could hire. So, we were left on our own to do the repair. Their "Customer service" and "Repair Care dept" have been playing ping pong with us for more than 3 weeks now and do not process the existing, per their own agents, 25% reimbursement for not covered appliances and systems. Customer service is horrible and not helpful at all - keep promising that they "will send an email within 24 to 48 hours" or "a supervisor will call within 3 to 4 hours" and nothing happens. Dreadful experience and a waste of money which they keep for non-existing services for more than 2 years now.

The system is extremely not sufficient! It is all automated. And even the supposedly live chat is incompetent and cannot resolve any issues! The Bot and automated phone service, cannot answer all issues and one cannot find a person to talk to!!!! Do not enroll in this service! The technician who came in the end, is professional, efficient, and knew exactly what to do! Only now I have to wait for the part and so my dryer will not be fixed for another 6 days! If, PG, the party will arrive on time!

We paid Sears Home Services $612.32 (Receipt #**, Order #**) on May 30, 2026 for diagnosis and repair of a refrigerator. A technician came out, diagnosed the issue, ordered a part, and returned on June 11 to replace the damper. The exact same problem continues — the fruit/vegetable and meat storage drawers are still freezing. When we requested a return visit, the service technician on a call ahead of arrival time told us the 30-day warranty had expired and that there was nothing they could do. No one informed us of this short warranty window at the time of service, and more importantly, the original repair never fixed the problem they diagnosed and charged us for.

Their virtual assistant is TERRIBLE. The technician came to my house without ringing the doorbell or knocking on the door. I was waiting in my living room and had no idea he even came! Took a picture of my door and left. There is NO ONE to talk to - the tech does not leave a phone number as he is supposed to! My original appointment was two days ago and I had to reschedule because of the SAME ISSUE. I decided to give them one more chance and rescheduled, only for it to happen again. This is the absolute worst service experience I’ve ever had. I never leave bad reviews but this is absolutely ridiculous. STAY CLEAR.

I have had well over 20 canceled or rescheduled appointments. Sears Home Services took my payment of over 800$ in May. It's now July, and nobody showed up. I can't speak to a live agent, and I can't get a refund because they said I have a pending appointment. How can I get to speak to an agent or supervisor? Please help.

Enrolled in Duke Home Appliance Program. First service item was my dishwasher. Tech arrived and parked illegal outside of home. Walked in with an anger issue and requested his service charge be paid before he looked at the dishwasher. Asked for all the information I entered on the website. Said he was ordering a part and left. Part came the same day which tells me he could have installed the same day. I waited through 3 more appointments where two of them were no shows. 4th appointment I had a 9am-11am window. I waited until 11:30 no contact and had to go into work.

My home warranty company called them to come repair my LG refrigerator. The home warranty approved everything and their labor and the technician tried to charge me an extra 5 or $600. Sure seem crooked to me. The home warranty company will never use them again. So it was a waste of time and my family is still without a refrigerator thanks to Sears appliance repair!

Worst customer service I have ever encountered. I don’t know how they are allowed to still be in business. They no showed appointments I had with them 3 times.

I had Sears Home Repair to fix my washer and I wish I did not use them at all. You cannot talk to human, they schedule then reschedule your appointment and it is beyond frustrating. I am not sure how this company is in existence and how this company is allowed to be contracted with any home warranty. If you have to use them don’t, you’ll be better off going to YouTube and doing it yourself. This company is beyond a F in customer service.