Sears Home Services Reviews

I moved from Cinch to Sears because cinch could never find a technician in a reasonable time. Went with sears because the techs are sears employees. And my experience getting a tech to come was much better. But their back end systems and web portal suck. Limited options to talk about your claim; the chat bot only has five categories with canned responses. On my most recent claim it took three calls to get a proper diagnosis. I ended up paying the diag fee twice because their system had no record of the first call. On the third call the tech ordered the required part. Part arrived quickly, but was not the correct part. I knew it when it arrived I can tell the difference between a belt and a pump. This was five days before the scheduled install of the pump so I tried to alert them that the wrong part arrived. Used their portal, thier sms system and the chat bot. There was no way to talk to a human and get this corrected.

I had an appointment today, originally it stated from 8:00 am until 5:00 pm. Then I got a notice yesterday that the window of time for my repair was 12 noon to 2:00 pm. I this morning got a text that the technician would be here at 11:45 am. I am still waiting! It is impossible to reach any human being in this setup, and even when I try to communicate through AI, I am only given choices, none of which is the choice that would work for me! I am so frustrated, because my appointment still says between 11:45 and 12:50 today! At this point, where do I cancel my Sears Home Warranty?

My refrigerator broke down. Sears sent a technician. He comes in and says I had a clogged drain. Easy fix, come home that night, everything was frozen again. I scheduled another visit, same thing says it’s the drain, ok all fixed, get home tonight, my refrigerator is 80 degrees and everything had to go in the garbage. Then I try to get a live person to file a complaint and that is impossible so now I put a credit card dispute and I’ll find a qualified service to fix my refrigerator.

If I could put a negative I would. I was scheduled to have a technician visit in April 20th 8 am to 5 to service my furnace. I received a text message saying that the tech would be here between 12pm-2pm. Around 3 pm, I checked the status it showed a later time. That later time never came. I literally sat in my house for hours waiting for no one to show up. Now it is Tuesday morning 8 am I see a text about rescheduling with the best appointment 2 days out. Meanwhile, my house is 59 degrees. I called to inquire and never was able to speak to a live agent; only chat was available. This company not only didn't value my time, they didn't value my situation being as though my house is cold. This is not a good first impression.

Worst service. Cannot talk to a person. Waited for the technician. Got rescheduled without notice and last minute. Sometimes they don't show up. Tech finally arrived and did not fix anything and took my deductible and parts ordered. Sears Home Warranty and Cinch run a coordinated scam. I wish I knew this prior.

Sears sucks! Have home warranty. They can't fix anything.

If I could give them no stars I would. Worst warranty company! I have been trying to get my AC unit fixed since September 2025 either defective parts or the wrong parts and countless times taking off work. Just to get the run around when you speak to someone. Very disappointing.

This is the worst company ever. Run away from them fast. The technician was over four hours late the first time he came to my house, and he was very rude. The second time, I took off work and waited all day just to get a message at 2:00 asking me to reschedule and wait another week. There is no way to contact an actual person, either by chat or phone call.

STAY AWAY FROM THIS COMPANY - Waiting over 4 weeks for a service appointment, and then expected to be on standby from 8:00 - 5:00 pm. It would be easier to just go an buy a new unit. Unsympathetic, unable to escalate, unable to talk with supervisor. Agent repeatedly says we understand, we understand.... NO THEY DON'T. Signing up ---- BIG MISTAKE.

They are horrible. I had multiple appointments where no one from Cinque comes to complete the repair. It is cancelled by virtual AI same day. The call center is routed to a foreign country after multiple AI steps on phone calls. The agents on the phone lied and set up virtual calls vs actual technicians coming to the home. The phone operators hang up on you after multiple attempts. The supervisors refuse to sublet work order after multiple no shows. The job would not be complete in one job. They do a virtual calls, a diagnostic technician, ordered parts to be shipped to your home, and then another appointment to install.. if they show up. Good luck. I would not use them.

The absolute worst company to deal with in my lifetime thus far. It’s been nearly a month with no oven. Constantly repairing the same parts and claiming it should work and never getting to the replacement option. No live agents and when you do get one they all claim to be the highest escalation and no one else to speak to. We will be cancelling this service.

This is the worst service center we have yet to deal with. They have switched to a non-human service, and despite the problem, you cannot speak with anyone other than a computer bot. Last week, our freezer went out, we called and they sent somebody who ordered the parts necessary for the repair. The person showed up on Friday, did the repair and by Sunday, the freezer was no longer working at all. We scheduled another appointment for Monday. The technician came out, told us that the first repair person did the repair correctly, but managed to poke numerous holes in our unit. Consequently, we lost all the food in our freezer. Two hours after the second repairman left, the freezer started leaking water on to the floor and we have been unable to book a 3rd repair as the computer, bot now cannot find any evidence that we have a contract. Avoid this repair service at all costs. They are terrible.

The worst warranty company I've ever worked with. Wish there was an option for a negative star! We seriously REGRET ever buying from Sears!! Been trying to get service for four appliances since August 2025 - so eight months. Calls and emails with empty promises for follow up/follow through. Always saying they are escalating the issue and would hear back within 5-7 business days - NOPE! Opened maintenance claims that were constantly closed. Was asked to call local repair folks since I live on an island. No one will service. So dealing with a broken microwave and wash machine.

Very fast to come and collect the money for my washing machine repair. The part even came within a day or so. I was very very impressed. My service appointment was made for April 7, 2026 and halfway through my wait they cancelled the appointment. I then rescheduled for the 8th. I waited all day, watching my appointment time continually pushed later in the day. It is now 6:15 on the 8th, and no one has shown up or called or texted - Although the appointment is still not cancelled and they claim to be 1 stop away. My Dad is in the hospital and I have lost a day of keeping him company because of this. Not only am I going to cancel the near $800 cost of this repair with Citibank, I am going to report you to the BBB and ConsumerAffairs.

Sears (aka Cinch) Home Services came out to check my water heater working properly. The technician had no tools other than a cell phone. He looked at it, held the hot water outlet which was warm, and then checked the temperature setting while I was looking for a screw driver to remove the top cover plate. I said top plate because the water heater has two heating elements and one can work while the other does not. I asked if he checked the lower heating element and he told me that there was only one in this unit. The unit is 8 years old and I have physically watched the last repair plumber check both and replaced them because it was not working and they usually fail at about the same time so he replaced both.

Waited a week for HVAC tech appointment between 8 and 5. On the day of said he would arrive at 1 then 2 then 4 then 630. At 5 I received a message that the tech arrived but no one was home. I’ve literally been sitting by my front window/door all day. NO ONE arrived. I had to take the day off and now looks like I’ll have to wait even longer for relief. Of course I couldn’t speak to a human when I called. Worst customer service ever. Do not use this company.

I made an appointment to have my GE Washer repaired. Sears made the appointment and sent me numerous emails asking me to confirm the appointment. I confirmed the appointment every time. I then received an email saying the technician would arrive between 8am and 10am. We waited all day, and finally at 4:00pm I received an email that they were not coming and asked me to reschedule. What a joke. I will never use Sears again. Very poor customer service.

Choice Warranty sent them to repair an AC not working in a rental that the occupant is 94 years old and the weather reports stated record heat wave, worse in the country, March 101 degrees. They diagnosed problem as the motherboard, had to wait for part, 2 more days beyond the 4 already waiting for them to come. They installed motherboard and REFUSED to test Freon levels. Isn't it the 1st or 2nd thing you test when an AC is down? They said make another appointment, as if we can add to renters' misery another 5 days. Their repair did not help, even till night fall, we got an independent company to come out on Sunday. 2.5# low on Freon. Shame on the way they do business. Of course, cannot get to a human on their system either.

I have had really good experiences with Sears services.

I purchased an LG washer and dryer from Sears about 10 years ago and have maintained a Maintenance Protection Agreement on both appliances since the day I bought them. I also schedule the recommended annual preventive maintenance every year to keep the machines in good working condition. In February of this year, I began noticing water occasionally appearing in the washer even when it wasn’t running, though the machine was otherwise operable. I called for service on February 22 and was given an appointment for March 6, 2026. That appointment was rescheduled twice without any notification — I only discovered the changes when I called the repair number to check the status.

We came home from the holidays to find a refrigerator and freezer full of spoiled food. After our first contact, it took months to get all of the parts and get a technician scheduled. While it seemed that the technician knew what he was doing, the repair didn't last. Our refrigerator and freezer units failed again within days ruining hundreds of dollars worth of food yet again. We tried to schedule another visit and it was cancelled saying that our address was incorrect. The AI is a joke. We are going to try one more time and then contact a lawyer.

Like others; the AI chatbot gives out wrong information, there's no way to contact a live person, I was confirmed for an appointment where the tech didn't show up. The bot then told me, no I'm confused, the appointment is in two days - so I sent a copy of the screen where it confirmed the appointment for today. I didn't have a choice in repair under LG's warranty. DON'T USE SEARS HOME SERVICES.

Never spoke to a human (of course). Received a text on Friday saying they would arrive Sunday anywhere between 7 AM and 6 PM. Yes, you read that right. An 11 hour window. Received a text late Sunday morning saying they would arrive at 4:15pm. At 4:07, EIGHT minutes before arrival time, I received a text saying per MY request the appointment has been rescheduled for Wednesday with a window again of 11 hour time span. SERIOUSLY. Of course there’s no phone number to speak to anyone. I’m not even gonna bother to cancel. Just let them show up (if they do) and tell them “you’re 4 days late. Buh-bye!” The level of unprofessionalism is astounding, and I would not trust them to touch any of my appliances.

Would give zero stars if I could. DO NOT USE THIS. The entire communication process was filled with lies. "We will update you with a time frame on the day of your scheduled service." FALSE: I had to update a website that CHANGED my time frame constantly throughout the day. The online chat provided different arrival times than the webpage did. "We will send you a notice if your technician is delayed." FALSE: we had ZERO communication about ETA and any changes. "You are the next stop on your technician's route." FALSE: we never had a technician show up, even though I stayed at home ALL DAY to be able to accommodate a service technician.

I purchased a dishwasher at Best Buy and had to use Sears Home Services because that is what my warranty required. The tech came the first time, made an assessment and ordered the part to be installed. The part arrived and tech was scheduled to come and install it. The window they give us 8am - 5pm, so essentially your entire workday waiting. Tech texts about 2:30 p and says they are running behind and should be there about 3:30p. Never shows up! I text multiple times, no reply. Then I get a text from Sears saying they have completed service and submit my review. Huh? So I call my warrnaty people (Assurant) and tell them what happened, and I get rescheduled for another appointment. Guess what - never heard from anyone and no showed again. This is now 2 days off work. If you can avoid them, you should.

Sears new AI system is the wrong direction to solve customer issues. Scheduled and Paid for our diagnostic service on our Gas Dryer. Tech only order the belt but not the wheels. Different tech came to install and immediately noticed the wheels were broken and the groove in the drum. He told us he would install the belt today and be back once the other parts the 1st tech missed were shipped. We called several times but Sears Home Services had an AI only system. We finally had to schedule a tech for a new visit and they want to charge us to diagnose and repair again. The tech also left the felt outside in his rush to put it back. We learned recently that he left Sears and did not order the parts.

They were once again no show. They were a no show twice in a row. They don’t show up. They were no shows. They begged me for another appointment and then they were no shows again. They were no show two times.

I purchased a new washer and dryer from Sears and also purchased a Sears extended warranty plan, I received information about the plan from the salesman that if I needed more than three service calls in one year the appliance would be replaced. I immediately had issues with the dryer after delivery. It would not start and in five months. I had eight service calls and Sears would not replace my dryer, I had a Sears store near me so I went to the salesman and he had it replaced but then the store went out of business, then my washer quit and I had the same problem with Sears warranty, each person I spoke to gave me a different excuse as to why they would not replace it or fix it.

Impossible to contact this company. My warranty company assigned my microwave repair to them. They emailed me every day for 5 days to remind me of my appointment & never showed up or contacted me. No response to phone, text or emails. To anyone who uses them, GOOD LUCK!

This company is a joke, rather a SCAM. My appts were scheduled by GE because they are supposed to be certified by GE and my fridge is under warranty. First appointment scheduled, they NO SHOWED. Appt detail said they came, but customer was not home. I was definitely home waiting, change my whole schedule to be there! GE rescheduled with A&E which come to find out is Sears Home Services according to the confirmation text I got from them confirming the 2nd appt. This time the appt details said the tech had arrived, which they did NOT. Then I got a text asking me to rate the technician and I got an invoice texted to me. What a joke! How is this company in business and WHY is GE using them!?!? Oh and don't try to call or message. Everything is AI. You won't get anywhere.