Sears Home Services Reviews

This is a horrible service. I paid 1300 for a year. I’ve called them twice and both times they have denied the claims.

Sears has AI agent that refuses to make any appointments. On the website all time windows are pretty much opened but then AI sends you a message that only some other specific time is available which is outside the time you specify on the website. If you refuse the AI window no more appointments are possible. AI simply blocks you. Human representatives are unreachable. Because either is not possible to make any appointments through their system I recommend to not sign up for their home insurance. Seems like a waste of money. Individual service calls works much better.

My Kenmore Elite washing machine stopped working. I arrange a Sears Home Services to repair it. They found the Washer Rotor Position Sensor Assembly was faulty. The service person ordered it and it arrived at my home from Amazon. The original quote from sears was $134. The part from Amazon was $14. I KNOW MARK UP ON PARTS BY SERVICE VENDORS IS A NORM, BUT 600%? The service technician was great. He was on time and repaired our washer.

I am so disappointed in the service I received from Sears Home Warranty. They came out to my house 3 times to work on the a/c and it's still not working properly. I would also like for you to pass this on to your management people. I was told by the last person that came out to my house to get a second opinion. Right now inside my house it's 90 degree.

If I could give them a 0 I would. This is by far the worse service I have ever used. I had multiple Dispatches to my home to for a refrigerator repair. 2 of the appointments were a no show, where I had wasted 2 whole days of work waiting for a tech only for them to send me a text telling me the appointment was rescheduled. Every time a tech did show up, they said they could not complete the repair, and needed to order a different part. One tech said he did not have the correct tools to compelte the repair...and another tech had to come back later that day only to tell me that HE needed to order a different part and reschedued the appointment. I finally had enough and purchased a new refrigerator and cancelled the rest of the appointments.

My technician was scheduled to arrive between 8 AM and noon. I work but had a friend come to the home. When the technician had not arrived by 1:15 pm I had my friend leave. What a waste of time, and of course I would not trust anyone who couldn't manage to come on time to actually do a good job when he got there. I hired someone else. Oh, and there is nobody to answer when you call to ask why the technician isn't there. Only an AI assistant.

Absolutely by far the worst experience ever - do not - do not schedule a diagnostic with them. It is a complete money grab - cheaper to buy a new refrigerator even if your components are under warranty - they also tried to solicit me for a credit card. I will most likely report them to the state for fraud.

Where do I start? How is Sears home warranty/Cinch still offering services for services they don’t render? 1. Contacting customer service live agent: frustrating AF. It is an AI powered customer service. Does not include a prompt to “speak to live agent”. To get to a live agent you have to complain about something that has nothing to do with what you need.

Trying to schedule is very frustrating. Never able to speak with a live person who can maybe answer a question. The day of our appointment, they cancelled stating that they had over booked the tech. If you do by chance speak with someone, the don't speak English very well, and know nothing. Very, very disappointed with Sears, maybe why their retail stores are all closing...

I am very disappointed and starting to feel like I got scammed. My Kenmore refrigerator is freezing everything. Scheduled appointment which was scheduled immediately. Technician said thermostat is bad and needs replacement. I had to pay $515 up front. Company claims package was delivered but can’t tell me who the shipper is or provide confirmation of delivery. AI is the only assistance you can get and I was told to call Sears Home Services to request tracer but there are no options to trace package and AI system keeps looping me around to a scheduling component. I’ll try to keep update to see if package ever gets delivered.

I will NEVER Call Sears to fix any of my appliances, I had an appointment rescheduled for a three weeks, When the part finally came, They sent a technician, He said unfortunately it was the wrong part, I was done!! I requested a refund. Received most of it except the $169.00 for them to come out, I’m requesting that back as well, Why should I pay for an incorrect diagnosis? Someone needs to contact me immediately to refund that fee as well.. Horrible customer service, Wish I could give them a zero 👎.

Breach of contract with Sears Home Services. We have been experiencing problems with our refrigerator. We have a service contract with them. They have been out to our home many times (7,8 or more), and each time, they claim to not know why they are even there. They keep replacing parts that are not the problem and adding freon to the system with a let's see what happens attitude.

Paid $149 for a diagnosis that did not give us confidence. We contacted Sears Home Services because our GE Profile dishwasher was not taking in water. The technician advised us that repairs and parts would cost approximately $780 plus tax and recommended that we replace the dishwasher rather than repair it. What disappointed us was the quality of the diagnosis. The technician appeared to be in a hurry to have us sign the waiver and conclude the visit. We were not given a clear explanation of exactly which component had failed, what testing had been performed, or why the repair would cost approximately $780.

First I was told we would get a phone call the day before arrival with a 2 hour window. The call never came. The next day at 7:45 am our door bell rang and knocking at the door. We were still sleeping!!! We got up and the diagnosis was a broken knob. The knob on my dryer broke. The diagnostic fee was $129 and then the repair fee was $273!! For a knob!!!! I wrote a check for the $129 and then he couldn’t process the check and requested a card. I took the check back and told him I didn’t have a card and ask this tech to leave our home. I will do my own repairs!!

Stay Away! 7+ Weeks of No-Shows, Property Damage, and AI Dead Ends. I will never recommend this company to anyone. If you value your time and money, stay far away. What started as a standard repair has turned into a 7-week nightmare with zero resolution. First, they missed several scheduled appointments just trying to diagnose the problem. When a technician finally showed up to fix the initial issue and install my icemaker, they actually damaged my refrigerator during the process. It has now been 4 weeks since they broke my appliance, and they still haven't fixed the damage they caused.

Absolutely HORRIBLE. They are quick to show up for the initial appointment and take your money. Once they do that though, good luck! The parts were shipped directly to my house, but then their "AI Bot" didn't update to show they were delivered and my repair appointment was moved without even asking me. Then that next appointment was moved. After several rescheduled appointments, I still have not had a repairman come to my house to fix the refrigerator, and getting ahold of a customer service representative takes an act of congress! Will they refund you anything for inconveniencing you and expecting you to re-schedule your life around their AI system... Hell no. Save your money, go elsewhere or just buy a new appliance. It's no wonder their actual stores went out of business.

I paid for a dryer repair and they have not shown up. They just canceling the appointments without notifying me. It looks like a scam, lots of complaints can be found on internet. I wish I had read them.

I haven't received services since August. My appointment have cancel my service several times.

This was a nightmare. The pump went out on my washer. After the repairman diagnosed the problem and ordered the part, my appointment was rescheduled so many times that I lost count at 12. I tried every number I could find to see why this was happening. All I could ever get was AI and no answers. I finally tracked down the technician who had originally been out. He pulled the service order manually and came out the next day. I was without a washer from 8/11 until 9/15. I have been a loyal Sears customer for 60 years, but I will never use them again as long as they are using AI for their scheduling.

I have had a technician out 4 times. The last time he forgot to put the thing back together and parts were sticking out. There is no way to contact the technician or the company other than a virtual AI agent that only offers a couple options. This is after paying $500 for parts I didn't need and service that didn't work.

I signed up for the warranty service and was told it would be charged monthly, but they charged me for the whole year at one time 😭. I would not recommend this warranty service to anybody.

Very disappointed. First I was told wait 30 days after signing up to make a claim. Thirty days pass and now I’m told I have to wait 30 more. This after paying $129 diagnostic charge for a refrigerator repair in which nothing was done! I’m done with these people!

Our Kenmore Elite Refg was not properly cooling/making ice. We contacted Choice Home Warranty. Choice contracted with Sears Home Services to diagnose the problem. The technician determined the control panel and the compressor were bad. Choice allowed the control panel under our plan but disallowed the compressor as the technician (per Choice) stated there was debris on coils when he opened the back of a compartment. We do not open the back of any refrigerator. We reviewed our manual and there is a specific paragraph about removing certain items which are only to be opened by authorized technician.

Do not call Sears Home Services for appliance repair. They are a money grab to sell their home warranties, and they do not stand by their work. We had a badly done refrigerator repair that eventually (in 5 months) failed to the point it would not cool, and after emailing (because it's impossible to talk to a real person) we had the pleasure of getting a call from Chicago telling us "you should have bought the warranty". Some of their technicians are good people, but this is a company that relies only on volume and does not care about the individual customer. Again, do not call this company for appliance repair.

Had a great experience with these guys. They came out when everyone else couldn't and fixed my ac unit within minutes

Horrible coverage, no show technicians, no protection. You spend a lot of money covering a product, like a dryer. You call for a repair- never get a person. Only robots. You are scheduled. You wait 5 hours to find you have just been notified they need to reschedule for another day. You pick a time slot. They don't show up! Now you can't reschedule because they have you scheduled and cannot understand they did not show up. When you escalate and after 6 weeks discover they cannot repair the dryer that you were told by technician no part is available 6 weeks ago, we escalate again two more times.

Do better, Sears Home Service... If you schedule with a customer from 8 am to noon, then either be there or make sure the customer is updated. Just do NOT show up. Come on, would you want someone to do that to you??? Do better!

It is impossible to connect to a live agent. AI is not satisfactory. We had Sears repair our washing machine, but when they were done replacing the water pump, the machine now leaks. Rescheduled a service call. On the day of service, which they reminded me about for three days in advance and every day till the appointment time, at the end of 8-5 window, they cancelled the service call. Wow. Wow. Wow.

AI customer service is a joke. Trying to give a 15 digit customer service number to a machine that interrupts and apologizes when it get it wrong over and over and over gets a little tiring. The feigned apologies from the computer are more insulting than helpful. That it can't find my service appointment in the system, and then speaks as if it does in the same breath is confusing. The inability to resolve the issue is most frustrating. You must have human oversight and the ability to have a human resolve the issues. AI will not do. My issue is still unresolved.

Sears Home Services is probably one of the worse experiences I have ever had. Our water pump went out on our Kenmore washer. My wife suggested Sears Home Services. I called and made an appointment and the technician came out to look at the washer to tell us that the water pump went out. So I had to pay $448 for the service and the pump. The technician said it’s gonna take a week so I scheduled the appointment for a week later. The technician says that the part will be here in a day or two and they will be out the following week to put the pump in. That Wednesday comes and the technician is not here. So I called the service. I get this AI who doesn’t have any information for me. They send me a link. I see that it has been rescheduled without any notification for the following week, so now we’ve gone two weeks without a washer. We had to then take our clothes to the laundromat.

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 **.

Updated on 08/27/2026: After 5 weeks they finally fixed our refrigerator which was on Tuesday. Then the next day on Wednesday I get a text from them saying they ordered the parts for our refrigerator. What kind of company are they. They don't know that they already fixed our refrigerator yesterday. This is really lack of communication.

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.