Sears Home Services Reviews

I purchased 6- 5 yr warranties for all my appliances, but somehow your company only recorded 5 of them and the appliance that is broke, of course is the one that you don't have. I have my receipt and have tried numerous times to get someone on the phone. AI can't assist with this problem, they keep saying they only have 5 warranties but my receipt is showing 6 so my next step is to go to the BBB and report this. It's not right! You have my info through my receipts I have uploaded and I would like a phone call from a human asap!

First trying to get hold live agent is 2 days usually. Deal AI is pain in the butt. Then having to deal with a service person, not once but twice, not showing or calling us to inform us what is going on. The damn AI kept saying want to cancel, it was 8 pm; we waiting from 8 am to 5 pm. Nothing, and then calling them, "Don't have anyone in your area right now, maybe in a week or two." This joke, I never had issues. What's going on.

Said they fixed leaking dishwasher. Leaking the next day and cannot get them back to fix. Paid $507.99.

This has been the worst warranty repair I’ve ever experienced. My refrigerator malfunctioned on June 22, a technician was out to diagnose the issue two days later and ordered the needed parts. Parts arrived in less than two days. Now here is where it goes bad! Note: I have elderly in the home that requires refrigerated medication, which I made very clear when scheduling the appointment. Appointment was scheduled for June 2nd, took off work but no show for an 8 hour appointment window. The day after the missed appointment, the appointment rescheduled to nearly two weeks out July 16th. Another 8 hour service window, and again no show! Leaving me with parts for repair in hand but no repair nearing a month with no refrigeration.

Canceling my plan. I don’t know where to start. When you book a service, you pay $100 and choose a window (I.e. 1-5pm). Then I receive emails saying tech will arrive between 8-5. I purposely chose my window because I’m not available in the morning. Tech shows up at 10 and I missed him. At 5, no way to talk to a human. This has happened twice now. Don’t give a window option if it’s not really available.

My husband took a day off of work to have our LG dryer repaired. Scheduled it & kept receiving text to delay the arrival time. He finally got someone on the phone at 4:30 pm & they said we were the next stop. At 7 pm he received a text that no one was available for his appointment. Total waste of our time!

I called them to repair the icemaker on my Sears refrigerator. The first technician ordered a part, when the second technician arrived to install it, it was the wrong part. He ordered the correct part, it arrived, but the Sears service system did not show that it had shipped. The system kept rescheduling the appointment.

Quite simply - undependable. I took a day off of work so I could be there, and the person never showed, nor did they even cancel. I was able to text the scheduler, and they would respond, but they also were not able to contact the person/entity who was supposed to come and fix my clothes dryer. At 7 pm I gave up. I found someone else the next week.

First of all, you can't speak to a live person. A Sears Tech came out to repair my repair my Kenmore refrigerator on June 16, 2026 because the internal refrigerator was warm. It worked for about 2 weeks. Tried to reach a "live person" again with no luck. Schedule another appointment and received a phone on the day of appointment for confirmation and no one showed up and did not receive a phone called why they were not coming. The automated line said to reschedule with no reason why.

Sears Protect is the worst service agreement I have ever had! They have horrible customer service. The back-end services are completely AI-driven. You will not talk to anyone after you sign your agreement. I have had two no-show appointments to repair my washer. I had surgery on July 1, 2026, and my laundry is piling up. They do not care about the customer's time or inconvenience. I have received several text messages to reschedule every time they miss an appointment. Once I get my washing machine and refrigerator serviced, I will cancel this agreement. More than likely, I have to accomplish the action by email. Horrible customer service!

Awful. No human support, only AI. Their AI is terrible and does not respond. Sears canceled 4 appointments the morning of the appointment with no warning. I lost 4 days of work and still no repair> I have filed a complaint with the attorney general and FTC. NEVER BUY SEARS WARRANTY.

I filed an AC repair claim with Choice Home Warranty on June 19. A Sears technician came on June 24, but couldn't complete the repair because he didn't bring a ladder. He assured me that the next technician would come prepared. The second technician arrived on June 30—again without a ladder. We even offered our own ladder, but he refused to use it and rescheduled the appointment for July 7. Since then, Sears has automatically rescheduled my appointment five times, and on multiple occasions, no technician showed up at all. There has been no communication or explanation for these missed appointments.

I called in an AC unit repair June 3rd, on the 4th a tech came out and informed us we needed a new compressor. The tech sent us an invoice for $440. He left and told us he would be back in 15 mins, he never returned. Call Sears back after 3 or 4 days of last-minute cancellations. I was told the ticket was closed. I called Sears back and a tech was sent out again, this time the tech stated his ticket show a repair for a window unit and he couldn't complete the job. Called Sears back, after 7 or more last-minute cancellations for every day still no tech. After the last cancellation on June 3rd I scheduled the repair for the 9th of July, I received a text that there were earlier dates available so I rescheduled for July 6th.

I have been trying to get ice maker repaired since Mar 2026. I have had numerous appointments that were not honored because they think the parts are delayed. I have the parts for the second installation of a new ice maker/and valvN. The process in the office is terrible for getting someone out here. They keep making mistakes which cancels my order. Escalation? no such thing. Scheduling appointments are 0ne month out, I am given a 8 hour window, then at the end of the day, my appointment gets cancelled. Something is wrong with the process!

NEVER, EVER USE "SEARS HOME SERVICES." In short, they are scammy, stupid, and have no customer service. The AI phone kook directs you back to the website. The website directs you back to the multitude of 800 numbers. They do not employ humans for customer service. It's another "take the money and run" organization. DON'T HIRE THEM!!!

We previously used Sears for home repairs (like over a decade ago) and had good experiences. Never again! Our compressor died on our refrigerator, scheduled first available repair appt which was 2 weeks out! Husband took off work to be home. Window was 8-12. NOTHING. No contact. Tried to call and also to chat online - can't get to a human. However, both by phone and online we verified that our appt was STILL scheduled and our window was STILL 8-12 (mind you, now it's after 1pm).

I have been waiting since June 13th. I’ve had technicians in my home 3 times 4 different parts order. Appointment scheduled for today no reason given for no show at 11:02. AI rescheduled for the 16th, then the 17th now I just got another text for the 20th. I can’t buy food no where to store it and my medicine has to be store at my daughters house. This is not fair and it doesn’t make since.

I have been trying to get results from Sears for the last month. Very disappointed with lack of follow through and resolution. Each week I am given a new time that someone will contact me via video as part of their protocol toward replacing my washer. The technician came 1 month ago and Sears told him (he showed me via his cell phone message). That they were going to replace it. I have been continuously been kicked up the road until today - I have a scheduled video call this morning - didn't happen. Communication regarding this is an exercise in futility when contacting via phone.

This company is AWFUL. Good luck getting any service from them. They don’t care about your time or to actually fix anything for you. DON’T WASTE YOUR TIME!!!!

How come I can’t get a hold of anyone on a phone from Sears Home Services? My washing machine broke on ~6/11. I called to arrange for a repair, appointment was on 6/16. They didn’t show so I rescheduled for 6/19. Tech showed, diagnosed problem and ordered the part. I pause ~$250 for part and labor. They were supposed to come back on 6/24, between 8 and 5. What kind of window is that, we work, have kids. We both had to take kids to events, gone for ~20 minutes from 8:30-9:00 and missed the tech.

appointments, poor communication, inability to reach a live representative, and continued monthly warranty payments despite no resolution.

This company was assigned by my home warranty company. They have been awful. There is no communication, everything is ai. I’ve been trying to get my washer repaired for over a month and have yet to speak to a person when I call. They have a bot diagnose your problem and order the part for your first visit. The bot orders the wrong part. I’ve had 2 techs come out and they did the same thing. Each time, they schedule for another 2 weeks before they can come out again. This company is unprofessional. They give you a general time that consists of all day and they still keep changing the time, I am asking my warranty company to get me someone (anyone) else to fix my washer.

It should be no stars. We have been trying to get our refrigerator fixed for 2 months +. Most appointments for repair person are cancelled or shown as completed when no one even came out. since the appointments were cancelled or shown as complete, the AI will not talk to us. We were offered a new fridge and said yes, but now no one will communicate with us. And now this review cannot even be submitted.

Worst ever, issue with water heater; they are trying not to service because parts are in warranty through the manufacturer, but labor is not covered by the manufacturer.

What a complete waste of two days. On June 30, I was given a four-hour service window from 1:00–5:00 p.m. I left work early to be home by 12:45 p.m., only to receive a text at 1:00 p.m. saying they couldn’t make it and would need to reschedule. My appointment was then moved to July 1 with a service window of 12:00–5:00 p.m. At 1:55 p.m., I received a text saying the technician was on the way. Then, at 3:03 p.m., I received another text saying they couldn’t make it after all. That’s two days of taking time away from work for absolutely nothing. The lack of communication and disregard for customers’ time is unacceptable. This was some of the poorest customer service I’ve experienced. Save yourself the time and frustration and look elsewhere. They will never receive my business again.

**Terrible Experience with Choice Home Warranty & Sears** I filed an AC repair claim on **June 19** through Choice Home Warranty. A Sears technician came on **June 24** but couldn't do the job because he didn't bring a ladder. He said the next technician would come prepared. The second technician arrived on **June 30**—again **without a ladder**. We even offered our own ladder, but he refused to use it and rescheduled the appointment to **July 7**. I've now been without AC for nearly three weeks in the South Florida heat, not because of the repair itself, but because technicians repeatedly arrived unprepared. To make matters worse, Sears offers no way to speak with a live customer representative—only a chatbot that cannot handle situations like this. This has been a frustrating and unacceptable experience. Poor coordination, repeated delays, and no customer support. I would not recommend this service.

If you don’t want get fleeced, DO NOT use these people. The technicians are wonderful, but the billing is atrocious. I needed a new gasket for my freezer drawer and the cost of the gasket from LG is $85.94; Sears charged me $157.90. The worst part, is the technician was at my house for 15 minutes total. He pulled the old gasket out and snapped the new one in. For this, I got charged $319.95 for labor. He accomplished this in less than 5 minutes. I realized that I am a female and they took full advantage of that. So, buyer beware. These are not honest people.

Sears services screwed us over in the most annoying way possible. They were scheduled to look at our HVAC system through our home warranty and because the technician didn’t have a ladder ready, we have been rescheduled for another two weeks out. I get a call from the technician and we come to find out that he doesn’t have a ladder (which he will need to access part of our HVAC unit in the attic). Upon realizing this I am told that they will have to reschedule the appointment. I tried my absolute hardest to prevent this from happening, including offering to go to Home Depot and buy my own ladder for them to use. I was told that it’s a liability issue and that since he didn’t have the ladder ready today, we had to reschedule the appointment. This was a no fault of ours, it was genuinely just lack of preparation on their part and we are now being forced to wait another 2 weeks for a new appointment.

They reported the claim for the overhead stove fan and light was closed in January and never informed us. However an electrician came and determined the problem and has been communicating via email stating the parts needed came in wrong and a new parts ordered. The electrician has sent emails back-and-forth to us however now he is no longer communicating and when we finally got a hold of Sears, they informed us that they had closed our file in January 2026. We have requested to talk to a supervisor and have not yet received a phone call from them.

I have had a contract with Sears Home Services for many years and have only used them a few times. It is impossible to speak to a real person. I've tried for several hours. Our Kenmore refrigerator stopped working. I scheduled an appointment for a technician to come out and paid the $100 deductible. I couldn't get an appointment for 4 days and they gave me a window of 8 to 5 for the technician to arrive, explaining in an email that the day before, I would get an update with a narrower time window.

Over a month ago, I called Sears/Cinch Home Repair service. Initially a tech came out and told us what was wrong with our dryer. An appointment was scheduled and on that day, I got a text saying that the repair technician would not be out and that I needed to reschedule. Well.... they have tried to reschedule about 3 more times! No apology, no explanation, etc. I have had it with all of them at Sears/Cinch! I am canceling my warranty program and will not give them my business or money anymore!! They are NOT to be trusted.

Had an appointment for the 15th. Guy never came. Rescheduled it for the 17th. Guy never came. It's so stupid. You can't speak to a real person, just a machine saying what she's been told to say. I would rather go outside and beat my clothes on a rock by the river like the old days than to reschedule with this company.

Stay away from this service. I scheduled a refrigerator repair at my home. I drove 50 miles to be there on that day with an arrival window of 9-5 (so I was supposed to wait all day). On the morning of the repair date I received an AI text saying they would not be able to come that day but offered to reschedule some 2-3 weeks later. Thanks a lot Sears. Your AI system (you cannot each a live person) is terrible and unreliable. I will never use your services again. By the way, this is not the first time I have had trouble with Sears Home Services.

No human interaction! Drop appt dates at will. No phone number to reach humans. All AI generated. Expect all customers to have 'smart phones'. Wait from 8 - 5 for technician. Should at LEAST have 4 hour options.

We had an appt. set for a heat pump with Sears Home Services; took two weeks to get the appt. (and 90+ degree temps). The tech took a picture of the gate; no call or came to the door. This is the second time this has happened with the same technician. They want you to sit around for hours and then don't even have the courtesy to call and say they are there? Not acceptable. How does this individual (Tariq R.) keep a job if he just takes a pic and that's it. I clearly do not understand. Poor customer service. If there was a 0 for customer service, that is what I would rate this.

Worst ever!!! The extended warranty is worthless and the tech is going on 4 tries. I will never, ever buy a policy again. What a rip off.

Terrible service and communication. Can’t talk to a human to fix an error.

Worst service ever! Scheduled appliance repairs 10 days ago! They were unable to make appointment #1. Notified half way through appointment day due to staffing issues. Same message received for appointment #2. Scheduled 3 days later. Received updates and was reassured technician would be there late but no show. Rescheduled and received no updates on appointment day and NO SHOW! Unable to reach live service representative, only AI! Ridiculous, worst customer service ever with no contact available with live person for resolution. Disgusted customer.

I had Sears Repair out for a washer repair 2 weeks ago. A part was necessary so we scheduled it for yesterday from 8-5. This was confirmed asap once the appt. was scheduled by the tech and via text. I also received a upcoming appt. text earlier this week. Yesterday, we received no call, no text and no communication. At around 4 pm I began calling and of course there is nobody to speak to, other than reschedule option. I then went to the website for a live agent who said, "Sorry, your next appt. is June 25 or in July." Absolute horrible service. I would not recommend them whatsoever.

This is the biggest bunch of bs I have ever come across!! Only AI and you can not get to a real person at all. Had to wait a week for service because AI put the date wrong then we were scheduled for 2 different days. Why!!! Get a text saying to hit 1 to confirm the appointment and that didn't work! Then the guy gets here and doesn't have the part to fix. It has to be ordered so it's going to be another week!! Going to be without a refrigerator now for 3 weeks!! But we got charged the $140 diagnostic fee! I am sooo angry, I can't see straight!