My Sears Kenmore clothes dryer was making a terrible noise. I contacted Sears Home Repair and they sent a technician out three days later to diagnose the issue. He said if I paid for the service labor and part up front, Sears would waive my fee for his diagnostic visit. I paid, he ordered the part and scheduled a repair visit for three days later. The part arrived, but the technician was a no show for that repair visit and two more, all of them scheduled through Sears automated customer service system who sent repeated texts reminding me of each date and time of the repair visits.

Called in May, guy came out to look at dryer. Ordered the parts, I PAID for the parts, the tech scheduled my appointment for June 3rd, then they rescheduled without telling me to a week later to June 9th. Tried to call customer service and talked to a bot, NO LIVE AGENTS, the chat feature is a joke, it gets stuck after confirming parts, then my appointment got rescheduled to June 8th, then they RESCHEULED my appointment again to June 15th without informing me. I have now been without a dryer for coming up on 2 weeks. Sears has pretty much stolen my 400 dollars to come out one time and then never show up again. Actually got the BOT to change my service to June 8th, but the technician no call no show even though was told would be between 1 and 3 pm. Save your money and your time and go with anyone else. Call ANYONE. Even a inebriated individual would be a better option than the service from sears. No wonder they are going extinct.

I had a repair done on April 20 on my Kenmore washer. This repair cost me $450 to replace the water pump. This repair was done by Mitch 2931. Around June 1, when I was manually draining excess water as per the front loader instructions, I discovered that the water wouldn’t drain through the tube. When I removed the filter, water drained everywhere, leaking water on my wood stand and floor, not to mention the water sipping inside the washer, which I’m unable to get to.

Total joke, 0 stars. They come out, tell you that you need parts and need to order which you pay for. Then they schedule, but they never come back, continuously move appointments back and never come back - EVER. It's 100% a scam. Not the old SEARS I remember. You cannot get a human on the telephone. They bombard you from different telephone numbers but they never come back. Total scam.

I was given a window for today of 8 AM to 5 PM. Then it was 10 to 12. Then 1 to 3. Somebody texted at 11:45, "You're my next stop. Should be there within 45 minutes." Still nobody. Called the company and kept getting Samantha, the AI Bot. She would not tell me what had happened and said just wait until 5 and if no show, call her. Finally got a human on phone after 5 PM using one of about 7 numbers I have for the company. They were more inanimate than Samantha. What happened did not phase the 2 people I talked with. They just wanted to make another appt for me. Then I got an e-mail with a forged work order attached stating job done and using 2 vertical lines as my signature. All I can say is WOW. And I put myself on Autopay. Have to find a BOT to reverse that ASAP. Wish me luck.

I purchased a warranty four years ago, I can say they are possibly the worst company I have ever dealt with. It has now been 7 weeks that I turned in a claim for my washer. After several attempts to schedule an appointment they would show up for they finally showed up and collected my $100 only to leave my washer in pieces with promise to return a few days later. They finally showed up a couple of weeks later and again left my washer in multiple pieces, only to be told they would return a few days later to do the repairs. This morning I got a report they again would not show up to complete the repairs.

We have been waiting 3 weeks now for a tech to come to our house to replace the motor for our ice machine. Tech came to house. Diagnosed the problem, no ice being made. Wasn’t exactly sure what was causing the problem. Ordered a new motor in hopes that this would fix the problem. Scheduled follow up appt to install part for 1 week later. Part came in about 3 days later. On day of scheduled service no tech shows up. No texts. No emails or so we thought. Check spam and there is an email stating part not delivered, so appt rescheduled. Our bad. Was not aware we had to contact them to let them know we received the part.

Service date: June 3, 2026. Appointment window: 8:00 a.m. – 5:00 p.m. Review: I stayed home for the full 8–5 service window and received multiple automated ETAs throughout the morning (9:50, 10:10, 11:09). Around noon, the tracking system stopped updating and never provided another status. No technician arrived, and I received no call or text explaining the delay or cancellation. At 5 p.m., the appointment was marked as missed and I was offered the next available date — next Tuesday. This was a full‑day no‑show with no communication. The lack of updates after the system went blank made it impossible to plan the rest of the day. I expect basic communication when an appointment cannot be kept.

We have an oven that stopped with an error code that indicated that a specific part assembly had failed. The "helpful" AI insisted that things would be fixed faster with the error code information. I "assumed" that meant the tech would arrive for the first visit with the part already in his possession. After being rescheduled two times the technician arrived and basically laughed when asked if he had the part. "No, we don't carry parts, I'm just here to diagnose". What a load of manure from the AI. Of course the tech already had the error code but that didn't matter. He ordered the part and said he'd be back in a week. Of course the part came in but it's the wrong part.

Pathetic customer service. For past 2 months my refrigerator has not been fixed. Agents keep repeating the same thing over and over again - "We are escalating to our back end teams." Nothing happens. Service Part gets shipped to the wrong address, and they have no way of reordering it again. Keep charging the deductible multiple times a technician comes, even though the issue is not fixed. Absolutely horrendous, deceptive and hideous business. Never ever buy a plan from this company.

One star is being generous. NO live customer service available. My initial appointment was within 2 days. The technician had no customer service etiquette. Did not introduce himself, did not seem to enjoy his job. Could not handle talking with an elderly homeowner and got uncomfortable when she asked some personal questions while waiting for a response from his customer service tech whom was taking almost an hour when he gave up and had me sign the estimate for the repair.

If you need service within 2 months of your warranty expiring, they will keep "rescheduling" service and never show up at all. If you renew the warranty, then they magically show up for the first appointment. Get your extended warranty somewhere else, not from these thieves.

This company is a joke. My refrigerator is not cooling. I called yesterday for an appointment. It was set between hrs of 8am to 5pm. I stayed at home for appointment. I received a text late saying they were running late an said arrival would be 4pm to 6pm. I the got message saying 5pm to 7 pm. I then got message that appointment would be 3 days later between 8am to 5pm. I called to cancel. You can't talk to a person only AI. AI answered and said that the appointment was for a dishwasher. I said I wanted to cancel. That AI transferred me to another AI. When asked why I was canceling, I said because of AI. It said it would last the reason as other. The techs may be ok, but service sucks. I will not waste my time again with this company.

Waiting 9 months still to get my heat repaired. I paid the $100 service fee. Started a claim in September 2025, it's now June 2026. It's still not repaired. They keep sending techs to look but nobody fixes. We went all winter with no heat. Our pipes froze which we had to fix. Now someone finally has ordered a part and they want another $50 to fix it.

I am extremely dissatisfied with Sears appliance service. A technician came out twice to repair my washing machine. Parts were ordered and delivered to my home, but instead of completing the repair properly, the technician took the parts with him and reportedly sent them back to Sears. Despite this, I was still charged for those parts through my bank and have not been properly reimbursed. The service itself was completely unprofessional. The technician's assistant appeared to smell strongly of alcohol and behaved in an unprofessional manner throughout the visit. The entire experience left me with very little confidence in Sears' service department.

I hate that I had to give them a star before writing a review. They don’t deserve any stars. I ordered a home repair for my rider mower. They took my money but refused to show up to do the work. Every week, their AI agent gives me a new date to start work and every week they cancel because the parts weren’t received. The parts were received by me three weeks ago. I’ve called at least a dozen times to inform them I have the parts. They don’t have what they refer to as live agents, they only have virtual agents. It’s like trying to talk to a piece of rope.

I have had the Sears maintenance plan for over 30 years and never really utilized it until recently. I have been trying to get my washing machine fixed through Sears for three months now. I scheduled an appointment. They never showed up. I tried to call to find out why that’s all I could get was an AI robot. Finally after trying for days I got a live person. The technician is out of New York. They send someone out to diagnose the problem. Then they have to order the part and like apparently there’s someone in Connecticut. It’s been three weeks now since the problem was diagnosed. I haven’t heard a word, called back. Got the AI system, kept trying for days. Finally got a live person. She escalated the problem to a higher level and said someone would get back to me within 24 hours. That hasn’t happened. This is the worst service. Please do not get Sears.

Warning! Sears Service sends incompetent repairmen and is a complete scam run by an overseas scheduling and repair care team. After 3 terrifying hours, the Sears serviceman would not leave until I paid via credit card for an overcharged service fee of 400 for simple maintenance! This is without all confirmation of charges..he just made it up!. Two hours being conned into signing up for the Sears Protect home warranty plan of 700 dollars per year to save 50% off his overrated 400 dollar fee... Which was also not the truth. He refused to leave my home until I paid without an invoice! Alone, afraid to call the police...

I am writing to express my profound dissatisfaction and urgent concern regarding the ongoing service request for my broken washing machine. [If you have a Service Request Number, please insert it here, e.g., "Reference Service Request Number: 123456"]. Following my initial service request, a technician promptly visited on [Date of initial visit, if known] and correctly identified the necessary part for the repair. I was initially encouraged by the efficiency, as the required component arrived within a couple of days, leading me to believe a swift resolution was imminent.

Do not, I repeat, do not use Sears for any repair. I have never in my life seen a company with a more apathetic approach to quality and wildly unprofessional employees. Had a guy tell me to go to hell, refuse to do the service, walked off the job "because (he) can". And then lied and said I wasn't there (have him on camera talking to me). Hate having to give one star. No one to talk to, no one to make things right.

I have kept their service for about six years. I needed only one time and it was not helpful. Then I called back another time, somebody from India was so rude and she hung up on me instead of helping. I called back then nobody answered the phone. It is another Indian scam and just drains your money.

Wish I could give zero stars. I pay for an appliance warranty every month and when my refrigerator stopped working I made a repair appointment. They were quick to charge my credit card $100 for the visit but never showed up during the ‘window’ provided. My family and I rearranged our entire schedule to accommodate their all day window and not only did they fail to show up, there was zero communication.

Sears created appointment after appointment to fix a microwave oven we had under their home warranty service. We contacted Sears and scheduled an appointment. They gave us a 8am to 5pm time frame and then did not show up. We rescheduled 3 additional times and on all 3 occasions, nobody showed up. After each no-show we had to reschedule, and they only use AI with no access to an actual customer service person. Sears is a disgrace. Sears offers poor quality service and charge a monthly fee. When you need Sears, the service technician does not show up.

I am having the same issues that most customers are citing in their reviews. Took a whole month to repair my microwave; same problems: misdiagnosis, part unavailability, etc. Now it is the refrigerator! "Poor Design" of the freezer door means the door must be replaced. I get regular updates once a week that the door is on "back order". No estimate of when it might be available. I am heading into week 5!!! The fact that AI is the absolutely only way to contact is just more antagonizing!!!

We purchased the Sears home warranty service when we bought our home. Our dishwasher has been leaking for over six months now. Every time a technician comes out to fix the leak. They charge me $100. And never fix the leak. In the meantime, I’m paying $60 a month for this home warranty that when they finally do schedule a technician to come out. It constantly gets canceled and rescheduled. The last time they canceled on me over 7 times and rescheduled. It took them over a month to come out and fix my dishwasher only to find out when they left. My dishwasher was still leaking. When they do come out to fix the dishwasher, it doesn’t get fixed properly. I continually have a dishwasher that leaks water on my floor. I have spent over $300 trying to get this dishwasher fixed by the Sears home warranty. Because they charge me $100 every time they come out. I would never ever recommend Sears home warranty to anyone, not even my enemies.

I bought a Kenmore water heater from Sears store in 8/8/2015 and also bought an extended warranty and guarantee for 12 years ending on 8/8/2027. Until Sears closed stores, everything on repair was covered fine. But from last year, when I called, they requested extra money! I called for repair on 05/20/26 and couldn’t not talk to agent, but with lots of effort made an appointment, and also got an email that stated I have no payment for labor or parts, but close to the time of Tech arrival, I had a computerized call demanding $115 extra on top of my full guarantee of service for parts and labor.

If you sign up - it's $60 month or $700 a year for shoddy - crappy support plus $100 service fee to show up each time. Techs are far from experts and rely on on-line help tutorials and can not diagnose themselves out of a paper bag. Several appointments and only 1 of 6 service techs would even have the real skills to perform the proper repairs. They never have part with them so a 2nd visit needs to happen 90% of the time. The 'free' preemptive/proactive HVAC service calls were to allow Alternative Service Providers (the installation Co.) and receive up to $100 claim credit. That is no longer an option, you have to use the unskilled reps to work on the unit. When calling Sear Protections - you will get into an AI call agent (no live person available) loop - pure hell. Save yourself frustration and just use local repair Co. Sears Home Services, like most home warranty are a rip off.

Urgent Request - Immediate Attention Requested - To the Attention of Sears Protect Escalation Team, I am extremely disappointed with the service I have received from Sears Home Warranty/Protect Home Warranty over the past six months. The situation has continued to worsen with each new incident. Despite maintaining an active protection plan and scheduling multiple service appointments, technicians repeatedly failed to show up, with little to no communication or follow-up. Most frustrating was the false AI-generated update on 3/23/26 stating, “The Service Order has been completed” for my Cooling Tune-Up appointment. I waited at home from 8:00 AM to 6:00 PM, lost an entire day of work, and incurred over $800 in lost pay—yet no technician ever arrived.

My Kenmore washing machine broke down on a Friday, and I got an appointment for the following Tuesday, which was the soonest one available. As my laundry piled up, I was anxiously waiting for my appointment. Finally, a repairman came, and he seemed to be having trouble figuring out the problem. He made a call, and a second man showed up to help. After an hour, they said they had to order a mother board and another part. They said it should arrive in about 48 hours, and I could call to schedule a return appointment. When I checked the status of my repair online, it said the parts hadn’t arrived. Today, after a week, I called and managed to get a live person after multiple calls arguing and screaming at the AI assistants. The person I spoke to said there was no record of anyone ever being at our house, WHAT? Who were those men who struggled to fix my washer?

If I could give a -5 stars I would. Do not, I repeat, do not do business with this company! I have had the worst experience ever in my 78 years of Repair Service for appliances from Sears,. You never talk to a human when there is a problem. They tell you one price and then it’s not fixed and they come back and tell you you need another part that it was misdiagnosed and they jumped the price by over $600. We call that bait and switch. Sears, responded to my review on Google but they said to call them and they would be happy to talk with me. You get the same AI messages and you never can speak with a person and they do not have a prompt on their recordings to help you with issues..