Sears Home Services Reviews

Horrible customer service. Takes over an hour on the phone to get issues resolved. Replacement parts and units when it is unrepairable takes weeks. A couple of examples: Took 2 weeks for a furnace replacement in January and I still had to pay $1100 for it. Also tried to repair unsuccessfully for 2 weeks before that. To replace a garbage disposal was only approved at $280 when it cost $500 for a cheap unit and installation. They only covered 50%, so I was out $320.

I would not recommend using Sears Home Services. I requested service for a washing machine I bought from Sears some years ago. The person who came to do the diagnosis said I need a new drain pump, and right there, he placed the order for it. He told me it would be delivered to me, how long it should take, and he made me an appointment for the repair. I then paid $525.58 in advance for the part, and the labor. This is where my nightmare begins...

It started when I called their 800 number. Told them that my cooling fan to fridge was making loud noises. So all of a sudden this operator (which I could barely understand) starts t talking about the cost. I was on the phone for nearly 15 minutes and had no idea what I was getting. She made appointment. So I go to check my credit card and they charged me $650 for a yearly plan for all my appliances which I did not want. This plan has a $100 deductible on top of it. Plus you have to wait 30 days to use it. Definitely not worth it. So I get a text message giving my appointment info. I was blown away when they said the tech would show up between 8am and 5pm. He ended up showing up around 4.

Absolutely the worst customer service of any appliance repair service with which I have ever dealt. Cancelled multiple appointments over 2 days, rescheduled for a 3rd consecutive day, system is all automated with no human to discuss the issue with. Chat function is very limited, with only a few choices in each category. If you have a choice, I would look for any other repair service other than this one!

Sears computer systems are not connected which leads to confusion and service cancellations without notice. Moreover, their phone lines are often staticky or filled with background noise which makes it difficult to understand their accented English. I frequently had to ask for things to be repeated. Customer service personnel stick to long, unhelpful scripts and ask for your contact information each time you call because the system they use is not connected to the system customers use, the text system, or the automated voice system. Note that I'm not speaking of account confirmation, they simply don't have the same information across systems.

I was sold the plan by the service technician who recommended it because I had a recurring problem with my washing machine. I signed the contract without reading it on his iPad. I was not told that I had signed up for a year long contract nor that I could not cancel after a 30 day waiting period. I experience very poor service and found it nearly impossible to get help on the phone or on the website. Months later, with the same problem with the washing machine I called to cancel the plan. After hours on the phone and much run around I was told both that I couldn't cancel and that I could cancel. I finally spoke to someone who said "Sure you can cancel. I will do it for you now" with no explanation. The next day my credit card had two charges from Sears, $334.95 and a $25 cancel cancellation fee. Then I read the 15 page contract, to my dismay. I will attempt to arbitrate with Sears and I will never use Sears again.

I purchased a washer from Lowe's that needed to be repaired. Sears was chosen by Lowe's as our warranty service provider. A Sears Repair Technician out of Myrtle Beach, SC, by the name of Ben, has been rude to my elderly parents and has rescheduled repair at least three times, leaving my parents out of a washer for at least three months. Knowing my parents faced a big issue, his last words to them after not knowing what was wrong with the washer were "Good Luck". This technician failed repeatedly to fix the problem, and now my elderly parents are forced to travel outside of the house to the community laundromat due to Sears's incompetence in repairing their washer.

Web site (Searshomeservices.com) does not provide option to live contacts. Chat option gave limited choice. No option to find out which repair location service involved. Waiting hours for appointment whole day from 8 AM to 5 PM and wasted if being multiple time rescheduled. All phone numbers provided are automate answers with no ability to live contact. Repair order was cancelled without repair done and was removed from on-line. New order was not created without reference to initial which does not link to repair payment made in advance.

Horrible. Don't waste your money. They keep ordering parts and and you have to wait 21 days and then before the 21 days are up they oder another part. Refrigerator not working since 08-24-24. Horrible, Horrible

I've been paying into this protection plan for almost a year. When I finally submitted a claim they couldn't find anyone in my area to service my appliance. I called and talked to a representative and asked to be reimbursed for all the payments I made into this plan since they could not cover me in my area. They told me they would NOT reimburse me. I asked what I have been paying for since the protection agreement doesn't cover me in my area and they couldn't give me an answer but just said they wouldn't refund my money. I've never felt so ripped-off.

I bought a protection agreement for my refrigerator. I created a repair service request on September 3. Technician came, ordered parts then parts were cancelled. No one can tell if parts are available. October 15 no resolution yet. They have escalated my case 4 times already with no end to my repair or replacement. Do not recommend anyone go through this headache. I have called probably 10 times wasting at least one hour each time.

I urgently needed a part for our washer. Sears Home Direct listed the part I needed available with estimated delivery in 3 days. I ordered it, site showed that not shipped but status updates are delayed. 3 days later I contacted them when I was told it is back ordered with no ETA. I cancelled the order and sourced it from Samsung directly with overnight delivery. Sears never issued a refund after contacting them multiple times. My order is still pending and I opened a dispute with PayPal hoping that the money will be refunded at one point. Worst supplier I have ever come across in my life, will never deal with them in the future. I wish I could add them zero stars.

Too bad there aren't negative stars! I have the home service warranty through Sears. My dishwasher needed to be replaced. I choose one as it was in stock on July 24, 2024 and am still waiting on it to be delivered. They scheduled dates in the beginning even when dishwasher wasn't at the warehouse. Then I would hear every excuse and/or meaningless jumbo from the "booking department" that is in every country but America. I finally got through to the Warranty dept after hearing from the distro center as my Dishwasher has been sitting in the warehouse since August 8. It is now Sept 23 and supposedly my case was taken to the "management level" last week and I have yet to hear from anyone. Their website says the dishwasher is being installed on Sept 18...

I needed service on a washing machine. I do not have a warranty for the machine but have used this service before for Kenmore appliances and have been pleased.

Called to cancel the monthly charge ---- was left on hold for over 5 minutes the first time ---- called back and spoke to Hana ---- she asked several questions - after telling her that I wanted to cancel the contract - she kept asking questions - not very understandable --- and she kept me on the phone for another 10 minutes and then she passed me on to someone else - Steven --- who asked the same questions for the third time --- then he continued to tell me different reasons that I needed to keep the contract ---- told him about 10 times that I wanted to cancel and in plain English --- cancel the contract!!!! That took another 10 - 15 minutes to get him to finally work on cancelling --- and putting me on hold for several minutes again ----.

1. First service technician did not even try to diagnose the refrigerator issue that we had. In fact he seemed to realize he was not dealing with the homeowner (he was dealing with my mother-in-law) and all he did was collect the service fee. In fact, his statement was, I will not leave your house until I am paid. I paid him to get him out of the house. 2. Second technician took about 5 minutes to diagnose the issue and order 2 parts to fix. He scheduled a follow-up - our second interaction was positive. 3. Parts received via UPS. Good news.

I am on month FIVE of a dishwasher repair. It is still NOT repaired OR replaced. The customer service is poor, and communications almost non existent. Can't get through on ANY of the numbers you call, and if you do get a human, I get the song and dance of well, the repairs are done by Sears, but the warranty is by cinch My Account, we can't help you, please call cinch my account, and when you call THEM, the song and dance is well, the parts and service are done by Sears, we can't help you, please call the service provider, and that number rings and rings and rings with no answer. This is the most poorly run, inefficient, warranty and repair service I have ever dealt with. I am sorry I EVER signed with them. And I WILL be turning this review over to the Better Business Bureau as well. FIVE months of order a part, wait 2 weeks, that doesn't fix it, order another part, wait 2 weeks, still broke, repairman goes on 2 week vacation, so wait almost 3 weeks for appointment that gets canceled because part did not arrive, that repair doesn't work, so order another part.

I purchased Sears Home Warranty Plan to cover the repairs of major appliances in my home. Other than the monthly $59 fee, I have to pay a $100 deductible for each repair. If the repair takes more than one visit, (such as when they need to order parts and come back to finish the repair) it is still just $100 deductible. In December last year, I scheduled for a repair. I was charged $100 immediately. The Sears technician came but needed to order parts. So they came back in January to complete the repair. I should not be charged the $100 deductible again but they did charge me.

My Father has a contract for repair services with Sears, which he paid in full good till March 2025. His dryer broke in early March. I reached out to them on his behalf and have been given the runaround for more than 4 months. At first, they sent the repairman to the wrong house several times and when a repairman finally came, they kept saying that they need to get a new part which never came. Whenever you call them, you are on the phone for at least one hour if you're lucky. Most of the time it is longer and if you even get the chance to speak to someone, they are unable to resolve the issue or the phone mysteriously just hangs up.

Called them for my undercounter ice maker and when the technician came out he took a few pictures, pushed a few buttons and went outside for a little bit and came back in and said it'll be $1500.00 to repair it. I obviously declined that and then he left. Next morning I decided to change the filter why not can't hurt. So when I got home that evening it was completely full of ice and as I'm typing now it's working perfectly. They wouldn't give me back my initial diagnostic fee of $184.00. My opinion is there was no diagnosis

They were scheduled to come out to fix hvac not cooling…They have canceled 3 times and each time with no warning, on the day of, I get a text saying it has been rescheduled for 2 weeks later…I have been waiting for 6 weeks and still no AC and at this point I think they are just kicking the can down the road, I think they have no intention of coming.

My mother purchased the Sears Home Services package for approximately $800. When her air conditioning unit malfunctioned, we promptly contacted their service department. The initial appointment was scheduled for June 14, 2024. On that day, a Sears service person arrived around 1 PM and identified the problem as a frozen air conditioning line, stating they would return on June 17, 2024, without providing a specific time.

This is far and away the worst customer service experience I have ever had. Please don't make the mistake of paying for this worse than useless service. I first had a repair issue last October and have literally over a hundred hours on the phone, I have still not gotten service. Something has gone very wrong in this business and they are failing miserably at taking responsibility. It's bad. I believe they are being sued and they deserve it.

This place must be a complete scam. My home warranty company hired them to come out and fix my ac. No one ever showed or called. Super unprofessional and you can't reach a human to talk to. Everything is an automated voice messaging system. Complete waste of my time.

Do not--repeat, NOT--purchase a Sears Home Service contract. We had a refrigerator fail 9 months ago. Two techs have been out and failed to effect repairs. Under the terms of the contract, Sears is to repair or replace. They then told me to find a repair service myself and send them an estimate. When I notified them that I was unable to find a repair service in our area, they told me to call one of the services who had already been here and had been unable to make the necessary repairs, pay them myself and submit the bill to Sears for reimbursement. I am in the process of canceling the contract.

2 NO CALL, NO SHOWS! Schedules for 06/17... No show, called to find out why? Parts not here yet they said. I advised them the part were here, in fact 3 pairs of parts. Reschedule for 06/24... Again, no call, no show. Called again, same lame excuse. Again, I told them the parts are here & I gave them the part numbers. Received another empty apology and was rescheduled AGAIN, this time 11 more days out. Asked to speak to a manager and was dropped during the transfer???? I don't even know where a Sears Home Service near me or I would go there myself to talk with someone in person. This is the WORST experience with a repair ever, even worse than Lowe's!

I purchased a freezer in 2019 from Sears and bought the extended warranty however I had to have it repaired after week one. They said they would replace it if I could load it and bring it back, I told them I don't have a way to get it there. This was the first of many disappointing experiences with this company. I have lost food several times and when I bought the extended warranty I was told if they had to come out 4 times it would be replaced. Covid happened and parts were hard to get and when I got parts they have been damaged. I spoke with Esther 10/28/23 at 3:53PM and was told I would have a replacement within 3-5 business days. Well here we go again still without a freezer and the repair company just closes out the tickets which makes it difficult to try and get any information. I asked for a manager, they don't have the authority to send me to a manager. This American Freight with Sears Prime Warranty is a sham.

Sears home protection agreement - 2 months without a fridge. They came and diagnosed/ordered parts but I could not get them to give me a repair appointment they would show up to. I have to call and pay out of pocket for my local appliance repair man to fix my fridge. Numerous calls to sears/numerous "repair appointments" they never confirmed via email/text that they are supposed to do. Talking to some foreign person that simply don't care and forget talking to a supervisor.. They won't do it. If I could give them a -100 I would.

I had an initial repair on 4/12. I was told the dishwasher needed a part and the next repair was scheduled for 4/19. The tech never showed up and I never received a notification that was appointment was cancelled. I have since had 4-5 additional appointments scheduled with the tech being a no-show and not receiving any notification. It is very difficult to get a live person on the line and when you do all they do is read a spiel. There is no way to talk to customer service or a supervisor. Now I am trying to get my nearly $500 back and find another repair service. I would not recommend this service. Save yourself the headache.

I have called Sears Home Services about getting my Kenmore dishwasher repaired. I scheduled a home repair on Feb 23,2024 repair man showed up, checked dishwasher for problem. He said that he would order a part and to call him when I received that part. No part was ever received and his phone number did not have a voice mail so I was unable to contact him. I waited 2 months for this part that never came. So I called Sears Home Service again. They sent out another Sears Home Services repair person this time on April 29,2024. He checked dishwasher and also ordered a part that was needed to repair the dishwasher. He scheduled an appointment for May 7th between 1and 5PM. He never called to cancel appointment and I never received the part to repair the dishwasher.