Sears Home Services Reviews

I paid the 138 dollars for the service call. The technician left and never left me any paperwork or information to book the actual service. I spend 3 hours the next day trying to get a an actual representative to schedule the appointment. I kept getting bot after bot with no luck. I finally was able to find a number so they said another technician would come the next day to order the parts and schedule the service but the technician said he can't move forward unless I pay the 138 dollars AGAIN. I believe I was scammed and this company is fraudulent but uses the trusted Sears name to lure people in.

I used Sears Home Services for my washer repair. Several things went wrong with my service request. The first technician misdiagnosed the problem and ordered the wrong parts. The second technician came and said the first technician ordered the wrong parts so he ordered another set of parts. Beyond that, it was a struggle to get another technician to come and install the newly ordered parts. The first schedule, the technician just did not show up. Sears provides a wide window for their services from 8 AM to 5 p m.

I should have read the 180 other 1 star reviews. I had a broken window AC and Sears was the only company that would even look at it. Well after arguing with a bot for 5 minutes about what my address was, I finally got an appointment for the next day. Waited and waited, then they magically changed my appointment to 4 days later. Waited today, saw the appointment time move 4 times before they just said I have a new appointment tomorrow. The automated system is a loop with only selectable answers that don't help. DO NOT BOTHER!!!!

Absolutely horrible. I get great service from health to auto to insurance. I have never encountered anything like this. Paid $100 on 6/19 for 6/30 repair from 8-5, no call or text, no show! Made 3 calls confirming appt.

I need dishwasher repaired. Service scheduled & canceled on service day: 3/23, 5/28, 6/6, 6/9, 6/17, 6/19, 6/30 now 7/3!!! Sears Home “Services” SUCKS! I’m reporting to BBB. Do NOT waste your $$$ on Sears Home Services.

We signed up for this plan in April 2025. Since then we have been completely unsuccessful with getting service. We have requested repair on 2 different appliances. Every time we have a repair scheduled, it is cancelled same-day. This has happened multiple times with both appliances. Everything is done through an AI text-bot of theirs, which is completely worthless. You reschedule an appointment, they cancel same-day and request reschedule. It happens over and over and over again. I don't know if this service actually repairs appliances, or if it is just a circle of scheduling appointments just to cancel them. Extremely frustrating!!! 0/10 - would absolutely not recommend.

I requested repairs for my refrigerator. A technician came out, troubleshot and determined I need a new part. He placed the order and had me pay for the part and the return service to install the part on a payment app he provided. I received a receipt but I never received an invoice or any information on the part that was ordered. The next day the part came and I received an automated call from Sears stating that the repair date would be canceled and I would have to re-schedule up to 3 to 4 months out. I decided to cancel and request a refund for the scheduled service and part that I later discovered was 4 times the price of what other vendors were charging.

Our refrigerator had an issue. We started calling around about repairs. Contacting these guys was a grave mistake. They have a new ‘artificial intelligence’ system that is bonkers. You have to provide your details not even get to seeing the schedule. When they didn’t have anything available? We tried to stop. The system scheduled an appointment for us and began no barring us with notifications and spam marketing. At no point did we schedule anything. Repeated cancelling the appointment had zero effect. No one to call because… AI.

They don’t show up and you wait weeks for an appointment. They take your deposit and it’s hard to get back. Customer service people try to help but the technicians don’t show! Worst service and warranty I have ever had and will be canceling.

Service reported was for my water heater leaking from the bottom and not hot water. A technician was sent to my home and I was charged a service fee of $119.00 which was fine. The technician came into the home took a picture of the model/serial number and went out to his vehicle for less than 5 mins. returning to the front door stating that he must stop here. He was just informed that they no longer service Kenmore water heaters and no longer sell water heaters so there was no service he could offer me. They made it as if I declined their services.

Sears repair is absolutely horrible. The technician was unprofessional and tried to move my appliance for a simple repair. After stating that I did not want to move forward with the repair, I was overcharged and told that I would need to wait 21 days before I am to be refunded. It was the most horrible experience I’ve ever had with any repair company.

I have always had great success with Sears in the past, however, I will never use Sears home services again. I strongly recommend not using them. I reached out to Sears Home services to order a repair service on my Whirlpool washer. As it turns out, the washer needed a new water pump. I reached out to have them stop by to service our appliance, it started on Wednesday, I scheduled for Thursday. We had guests coming so needed our washer repaired in a hurry.

Total UNACCEPTABLE performance. Multiple scheduled appointments cancelled on day of appointment. Windows for appointments need to be shortened as from 8:00 am until 5:00 pm ties up the clients for the entire day. More reasonable time frame might be from 8:00 am to 12:00 noon or from 12:00 noon until 5:00 pm. When current contract expires, I will be looking for another company to provide services.

I don't how anyone can give these folks a 5, 4, or 3 star review. This company is HORRIBLE!! My washing machine would not drain, so I called my home warranty company on June 5th to schedule a repair. They sent the request to Sears Home Services. I was excited when I saw it was going to Sears because I bought the washing machine about 10 years ago from Sears & thought this would be a great fit. I was scheduled for June 9th. First they give you an 8 hour window, which I felt was strange, have never encountered this type of window in all my years, but the technician did show up, looked at my machine and stated he needed to order some parts & the parts would come to my home w/in 3 to 5 days and we rescheduled for June 13th to put the parts in; I was a bit worried the parts would not get here in time, but they did, which was great.

Sears sent a serviceman to my home on 5-28-25 for repair of my oven. They were paid $129 for the diagnostic. I was told to order a control board which was the part needing replacement, F14 code error. I ordered the part, but decided to have someone else replace it (an electrical engineer). In the process of installation, oven still not working with old or new board. Then it was found that the board was never the problem, but the latch that locks the oven door. Engineer showed me the algorithm the repairman followed to end up with advising a new control board. Sears never explored any other options, but just guessed that when all else failed on algorithm, it must just be the board. So, new board, same old problem. No one to call, only AI Samantha or reschedule another repair and pay another fee.

Today was the second time Sears Home Services canceled an appointment they made with me to service my furnace. In each case, they gave me a window of 7:00 a.m.- 8:00 a.m. to 4:00-5:00 p.m. I took the day off from work to be home during these times. They never came, and they sent a text at the end of the window advising me that they would be out at my residence. At no time did anyone from the organization pick up the telephone and call me. Furthermore, I tried to contact them, and there is no way to get to a human to resolve issues such as this. I have never been so frustrated and humiliated that I wasted 2 days sitting around waiting for them to honor an appointment that they set, subject to their availability. I have rarely encountered such poor professionalism, customer service, and sensitivity to taking care of the customer. I don't know how I can ever trust the Sears brand again.

Do not purchase this agreement. Customer service, if you can reach a customer service agent, is awful. I had to try to contact customer service because their AI cannot find basic contact information contained in your service agreement which leaves you at an impasse when trying to set up service for your appliance. I had to google "How to reach a live agent" in order to set up an appointment, to service my stove. I set it up, I thought, only to find out days later when I called, that it was never actually set up at all!!! I set it up again to find out, that even though I have been paying @ $50/month for the service, they're going to charge me another $100 for the service tech, and extraneous other things to fix my stove. I can't wait to cancel this worthless service agreement.

I gave a 1 star because no stars not an option. A repair man came to evaluate my HVAC unit on 5/27/25, he stated that he needed to return with proper freon for unit. Repair man rescheduled for 6/4/25, he was a "no-show"! I received a text to reschedule. I rescheduled for 6/20/25. NO show again, unable to reach Sears home service due to AI computer only. Finally reached a person after 40 minutes and being transferred 3 times. I was told a part was ordered and shipped to my house. No part arrived. I was told that I would receive a call within 30 minutes and no call back has happened. This is the worst service, it is a lack of service. I have been without air conditioning for 6 weeks. Never use this company. Also Home warranty company Cinch is rated 1 star.

Do not use this company for estimates or any diagnostic services. The tech came in and was on the phone the entire time and just looked around the appliance and pressed a bunch of buttons and then provided us with a estimate based on what we had told them we believe the issue was. Then provided an outrageous estimate and then just recommend me replace the appliance. We paid the diagnostic and will never use them again.

Dealing with Sears Home Services has been one of the worst experiences with a my business I’ve had in many years. As far as communication, all scheduling is done virtually, in which my 1st appointment was a “no show”. A technician did show up on the second day and was nice at least. After the technician was finished, we had to pay for the service by him contacting a call center. We did not receive an invoice or receipt. Two days later and we still have not received one. I tried to contact their customer service, but you can only communicate with an AI assistant that is no help at all. We finally were able to get a phone number to talk to a live person which is a call center in India. After two calls, we were told that the paperwork and receipt are still being processed and that it could take another 24 hours which is ridiculous. By far, this is worst customer service you can receive.

I have had an appliance warranty with Sears for several years. Several weeks ago we were attempting to have our dryer repaired. An appointment was scheduled but changed the day before. The new appointment was to be between 8 am and 5 pm. In the afternoon I received an email that our technician would be unable to make it that day. The next available time was a week later, (today), again between 8 am and 5:00 pm. At 12:57 I received another email indicating that the tech would not be able to make it. The only contact is with AI, which indicates that they can’t find our order. We now can’t get our service contract cancelled or stop my credit card from being charged.

My LG washer was leaking. Lowe’s sent a Sears tech to come look at it. The machine needed a new drain hose due to a manufacture defect. The part was ordered and arrived in 48 hours a day before my appointment for repair, however my appointment was attempted to be pushed back a week due to the part not arriving in time, however it was already delivered.

We have been using Sears Home Services since approximately 1990. We had a Refrigerator/freezer, a stand-alone Freezer, a Washing Machine and a Dryer covered under their “Master Protection Agreement”. I generally find extended maintenance agreements to be a waste of money. When I met my wife, she was a single Mom with 3 children and at the time, the Sears maintenance coverage was a good insurance plan for her. After we married, we continued to renew the plan every few years. Sear Home Services is now using AI for all their rescheduling appointments. Getting a human to talk to is next to impossible. If you call sales to buy a service plan you can talk to a very well spoken English speaking employee.

We have made multiple attempts at scheduling repair. It was difficult to get appointments and one was canceled and another was a no-show. Whether you call or go online, there is an AI system “Samantha” that is glitchy, requiring you to start from the beginning repeatedly as if you already hadn’t spent an hour going over and over the issue and providing the requested information. After much frustration and interruption the one tells you the at you have to go to the other, and round and round for hours you go. They tell you that there is no live person option, “but I can help you resolve your issue quickly”, and the gaslighting continues. There appears to be no actual way to schedule an appointment or resolve an actual, reality-based issue. They express apologies and offer to send you around and around again. Our refrigerator sits in repaired after three months and over thirty attempts at resolution.

Sears gave me a Saturday appt with a 8a-5p window. They messaged me, "Hello, this Richard from Sears Home Services – checking in to ensure that the technician can have the right parts ready prior to your appointment. What’s your appliance’s model number?" I provided the model number. They informed that they would order the parts prior to the technician's arrival and to keep in mind that my appointment could change depending on parts availability.

If I could give them LESS than a star, I would. Been waiting 2 months! Called several time and all they want to do is verify your address! I don't know what country you get, but it's not in the US! I am writing this while on hold AGAIN! I'm going to cancel and TRY and get any refund. Not hopeful. I think a class action suit would be in order. My sister had them and waited 6 months for a microwave replacement. The truck finally delivered one, and they ordered it from Costco! By far, don't ever sign up with them. My $600+ dollar loss will be my learning experience. 6-16-2025 Agent claims never escalated service (3 phone calls) and 24-48 hours I will hear from someone. Same story every time!

HSA Home Warranty assigned Sears Home Services to fix my Bosch dishwasher. First tech came out and diagnosed it and had to order two parts. No problem. Second appt was a week later. These guys said the other guy ordered the wrong parts and reordered completely different unrelated parts. Again no problem. They were supposed to come out this week to finish the repair. Parts are already here. I since gotten two more emails delaying the repair now for another 24 weeks with no explanation. Just an email saying we’ve rescheduled your appointment. You can’t get through a live person. It’s all AI so there’s no explanation why my appointment keeps getting rescheduled and no one to talk to. I will never use this company on purpose. If home warranty ever assigned me them again I will happily cancel it and pay for it myself not to use them. They are incompetent. Do not use them!!!!

I contacted Sears Home Services to repair a leaking Samsung refrigerator. First, they scheduled my appointment two weeks after I called. Then, late afternoon on the day of the appointment their AI messaged me telling me that "unforeseen circumstances" forced them to postpone the appointment by one day, to today. I was just contacted again to postpone the appointment due to "unforeseen circumstances". I've cancelled the appointment and got somebody else. I never could actually speak with a human after doing what the AI chat function told me to do to get to a human. I won't deal with Sears again.

I had the worst experience with this company. I'm advising everyone to RUN from doing business with them. They canceled on me THREE times last minute. Then they will text and reschedule for a date and time of their choice without any consent or communication with the the customer. They charge you 139$ to come out but, they agree to give you a discount if you sign up for their warranty program and use their services. They will come out and do a diagnostic but, trust me, they will NOT come back. I lost over 200$ dealing with this company. The only reason why I rated them a one star was because it was the lowest I can go. Customers please be aware.

Terrible company, Stay away!!!! Came to fix AC and never finished submitting analysis to warranty company so I had to go with no AC for a week until I paid a reputable company to come and get the job done. They also have no way for you to communicate with them, which makes the process impossible. Their only two options are to confirm or cancel the appointment. Good Luck if you need to talk to anyone.