Consumer Complaints and Reviews
I called Sears Repair for my refrigerator, that was a little over a year old. The repairman came out on 9-27-16, assessed the problem and ordered a part, which came in 2 days, and rescheduled to come back on 10-5-16 between 10-2. He never showed up, never called, nothing! I called to see where he was at 2:00 and was told by a call service representative in Philippines that he was running behind and would be there within an hour.
I waited until 3:45 and called to tell them I couldn't wait any longer and was told I had to reschedule for 10-20-16 since that was the next available appointment (which I find ridiculous that I had to wait 2 weeks for another appointment when I was here waiting for them and they just chose not to show up). My appointment was for 8-12 today, and AGAIN no one showed up, no one called.
I finally called them at 10:30 and was told the repairman was sick and I would have to reschedule again!. I asked the call service rep for a number I could call in the U.S. or a supervisor or someone to remedy the fact that once again I was waiting at home for someone to come and they never did. He told me he was the main supervisor and that there was no one else I could call! I would never use Sears again for anything. They outsourced their services to companies that are not in the U.S. and when there is a problem, they have no inclinations to even try to remedy it.
This ordeal started sometime in July and did not end until I had called them several times. First in September because someone was supposed to come out and remeasure, then in early October. I finally received a callback after I called in October and the district manager said, wrong tile and that someone would call to make arrangement for new measurements, price, and other stuff, no problem. Present day 10/20/2016 called yesterday then received a callback from Stephanie ** who insisted that my project had been canceled. I had also to call Ms. ** before this. Did I miss something here. I knew Sears was slipping but how far down are they going.
Had serviceman come out. 79.00 for service call. Showed him the problem with my spin cycle. You can hear the gears or bearings rattle when it starts. He wouldn't even look. Just kept trying to sell me a safety switch for 250.00. He didn't even open up my machine. Just checked the wires at the top. Sat down, played on his computer for 20 min then charged me and left. Waste of money and time. I will never go to Sears again. They should be ashamed of their deceitful service.
Couldn't have asked for a better experience! Had my windows, flooring and bathroom remodeled through Sears here in Oklahoma. The installers were friendly, knew what they were doing and were very quick. The entire process went smoothly. Looking at remodeling my kitchen next with Sears. Thumbs up!
I purchase Windows and doors from Sears. The sales rep told me it would take about 4 to 6 weeks for the Windows and doors to come in. She also told me I would have a crew complete my job because the job was a big job. The contractor came out and remeasure the Windows and doors and he told me he would be doing my job by himself and it would take 2 days for the 14 Windows and 1 day for the exterior doors. Three weeks past I never heard from Sears. I called on July 14th and Jim ** told me my Windows would be in on July 18th and they can install them on July 19th and 20th. The doors would be in on July 21st and they would be installed on July 22nd. So I took off that entire week. On July 18 Jim called late that evening to tell me the doors didn't come in and he didn't know why and he would call his Corp. office and call me back and we was still own for the doors on July 22nd.
Jim never called me back to explain why my doors didn't come. He called on July 21st to tell me my doors didn't come in. So I wasted a whole week of vacation. They rescheduled the following week. I made arrangement to take more vacation only to get a call from Zack ** that they couldn't come out. Ok they finally come out just one guy and the 2 day job turn into a 4 day job for the Windows and the 1 day job turned into a 2 day job for the doors. One day the guy did come or call. Sears never told me I had to have my alarm company remove my sensors off my doors. I had to pay $260.00 to have my sensors remove and put back on. I remove my sensors for 4 days leaving me and my home unsafe because they didn't show up. They told me that they were insured and they would pay for anything that was damaged. They left several holes in my walls that they refuse to fix because I have a older home.
Zack ** promise me a $300.00 gift card to cover some of the charges to my alarm company and to fix my holes myself. I never received the gift card and Zack had a bad attitude with me because I was complaining. They also didn't tell me my security screen door would not fit anymore. How do you spend $18,000 with a company and they treat you like this?
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Been without a microwave for 8 weeks now. When tech came out he said we needed new board since ours was fried. After more than 2 weeks was told new board wasn't available. After 2 more weeks tech came out and removed existing fried board (he showed me the black spots) to be sent out for repair. More than 2 weeks later was told part would arrive on October 4th. Part never arrived. They assured me they would call me yesterday. They never called. Just called again was told part to arrive October 12th. I have purchased washer, dryer, 2 refrigerators and several vacuums. I am officially done with Sears!! They are a joke!!! I own a business and if I operated like Sears I would be closed!! Pretty sure they will be closing soon!!
I purchased a Kenmore Gas Water Heater Mdl# 153.330250 on 10/2/2011. This unit has a 9 year warranty unit and parts! October 20, 2014, the Honeywell gas valve, P/N 900-763-1 made a popping noise and went out! Sears came out to fix it and charged me a service call of $185.00 to replace the part! On Sept 18, 2015, the same thing happened, Sears came out charged me $225.00 to replace the same part! On October 3, 2016, the exact same thing happened but this time Sears customer service told me I have to pay for the part and the repair even though this is the third unit that has to be replaced! The customer service is the worst and basically they could care less that this is a recurring problem with the unit! I will be making a formal complaint with the BBB and ConsumerAffairs! I will NEVER purchase another Sears product again! I am going to Home Depot and purchase a new water heater!
I would like to share with you my horrible experience with Sears Home Services. I bought a Pro Kenmore build-in refrigerator in June 2011 from Sears. It cannot cool and freeze after running good for five years in June of this year 2016. I claimed to the Sears Home Services for the case since it broke in June. They sent a technician to check the problem and ordered a control/computer board. After a week, they got a different technician (not the same person as the last time) to put the control board into the system and the technician left after he told me that the refrigerator should be cool down in a few hours. In the following day, I found no cool. So I have to follow that up and called them again. In a week, they asked the 3rd different technician to come look at it and the technician said that compressor and power switch were broke and he ordered them.
After one more week, the 4th technician came in and installed them and left after saying it should work in hours. In the next day, no cool still and I made a call again to Sears. The 5th technician came in after my waiting another week and he told me that we need to replace a dryer and condenser. He ordered the parts. The 6th technician came in and said no need to replace the dryer and condenser and the real problem was compressor. So we ordered the compressor 2nd time! Up to this day (September 30, 2016) I am writing this review, time has lapsed more than 3 months and the problem is still there. Now you can imagine how frustrated I am without a functioning refrigerator in the home for more than three months! In short, 1) Sears Home Services business model is horrible, no accountability for its staff, 2) no or lack of qualified serviceman.
SEARS STOLE $442.63 FROM US!!!! DO NOT USE. On 8/17 a service call was scheduled and made: Tech diagnosed issue and explained he would need to order parts to fix the problem. Tech explained it would be 12 days until he had another appt to install said parts. I paid 1/2 of the parts and labor which came to approx. $223.63. Parts arrived at my house on or about 8/20... At no time was I told these parts would be sent to my home so I had no idea what they were. I assumed their purpose and set them aside while I waited the until 8/29 for the tech to return.
On 8/29 the same tech returned to install the parts. Tech installed the parts and charged me the remaining fee of approx. $209.00. Upon further review I realized the ice maker was not working and the fridge and freezer both seemed to still not be getting cold enough to store food. I called the tech directly. He told me he sometimes forgets to re-attached the ice maker and that it was easy and I should hook it back up myself because he was too busy that day to come back out and FINISH HIS JOB. I had a business trip and when I returned (after plenty of time to give the refrigerator time to "cool down"O) I determined it was not fixed and called again to have the tech return a 3rd time.
On 9/1 a 3rd service call was made. A 2nd different tech arrived and diagnosed that the problem was unfixable and the unit would need to be replaced. He explained that the 1st tech should not have ordered the parts as he misdiagnosed the problem and the unit never fixable. Something I would have enjoyed knowing back on 8/17 so I wouldn't have gone a full 2 weeks with no refrigerator. He then gave me the number to customer service and said call them and ask for a full refund. "I'm just a lowly technician. They are god and can authorize it" were his exact words. At no time did he tell me the parts would need to be returned to get said refund, OR did he offer to take the parts out, since he was already there.
9/2 I placed a call to customer service to request a refund. The customer service rep was very rude from the beginning of the call. The rep said that in order to receive a refund the parts would need to be returned, which I explained was impossible since the old unit had already been taken away earlier that morning and no one had told me that until now! I actually offered to try and contact the delivery company to gain access to the unit and attempt to extract the parts myself if possible... The rep told me NO, a new service call (which would be the 4th one) would need to be scheduled so a tech could remove the parts.
9/6 My wife called to talk to customer service because I was frustrated. She was told by the customer service rep that we were due a refund but that the case would be sent to an offline evaluation team and we would hear back in a week. We never heard back from anyone! 9/16 I called customer service to try and find out the outcome of the offline eval. I was told by a very polite customer service rep that a mistake was made, and the case was sent into the wrong queue of the offline eval team which is why we had not heard back.
She took all of the information from me again and promised to send it to the correct offline evaluation team this time. She also said the case was very incomplete in terms of the notes. Specifically that ZERO notes were inputted by EITHER service tech of the 3 visits, and that the notes inputted by the 1st customer service rep I spoke to were vague. Vague? I would call them grossly inaccurate based on my responses to the notes above! 9/21 I received an Email from the Offline team. Email said they would offer a $50 refund. I was out of town when the email came in and decided to deal with it after the weekend
9/27 I called the number to reject the refund and was met by another rude customer service rep. Rep explained the case was sent to the offline team and their decision was final. I explained I did not agree with their decision and asked for the number of the offline team and she refused to give it to me. I asked to speak with her supervisor and she said there was nowhere to elevate my call. I told the rep, then she must be the boss and therefore the one I needed to speak to because I was not accepting this and needed someone with the authority to make this right decision.
Rep told me she was not the boss, but that she would not transfer me because there was no one to transfer me to. These seemed like outright lies to me. I refuse to believe that a customer service call center is operating without any supervision. The rep continued to try to offer me the $50 refund even though I had already declined it explaining given the circumstances it was completely insulting and unacceptable. I explained I was going to seek legal action and asked again for a name to address the demand letter. The rep gave me the Sears corporate address with no name or dept.
Technician came out after 2 week wait to fix the microwave. He identified after an hour that there was a burnt up switch. He did not have a Whirlpool part to match the microwave, but he thought the Bosch part would work and installed it. It worked once and he left. My wife used the microwave once right after he left and then the whole thing went dead. We called the 1-800 number since they would never give a local number to talk with someone, and they said they would message the technician to go back since he only left 15 minutes before and the ticket was still open. After 2 hours, we called again and the operator informed me that the service had been completed and the ticket was closed. I informed him the microwave was more broken than before, and he said he would see what he could do, but that the technician only worked until 5.
I called back the following day, was transferred 4 times, and then the manager informed me the next available appointment was 2 weeks out. That will put us 4 weeks without a microwave. She was going to include some notes to the routing manager and see if they could do anything. I am not holding my breath. Sears could not care less about keeping the customer happy. They absolutely will not let you talk with a local representative to try and resolve an issue. Even the local numbers provided online connect you with the call center. Extremely unlikely to ever purchase from Sears again.
We contracted for a kitchen remodel with Sears even though it was extremely expensive, hoping to have a model kitchen when finished. They seemed to be very professional and responsive at first. The two installers they sent were great. However, halfway through the project they were called away on another job. The kitchen will be sitting unusable for about 2 weeks which is longer than the entire project was supposed to last. We have material cluttering the shell of a kitchen and the garage. We also found out that the detail work, paint touch up, etc is our problem. The person who measured for the remodel didn't take into account the exhaust fan location, so we have a choice of venting into the house or modifying the microwave to accommodate their error. Neither is acceptable. I called the project manager and was told that the project was on hold for a week while the workers were at another job.
I had a great deal of trouble reaching the district manager and only after telling them that they could either talk to me or a lawyer did I receive a callback. We were told that they would install a temporary sink while work was in progress. Unfortunately we were expected to provide the sink. The old one had already been sold and removed so we are stuck trying to wash dishes in a bucket. When I pay almost 30k for a remodel I expect a professional and complete job. Unfortunately, with the exception of the cabinet installers, it was neither. I will NEVER deal with Sears Home Services again. I am still sitting here staring at an incomplete kitchen used for storage of construction materials and a garage which is also being used for storage.
My wife used SHS for years and did OK with them. We continued them for years after we married and I moved in. They gradually got worse over the years and we let the contract lapse but gave them one more try for a Whirlpool Cabrio washer. What they did was shameful. First we had an LF indicator (low flow). The tech said Cabrio doesn't have LF, you must mean UL, and he replaced a part related to the agitator for a few hundred. Afterwards the LF continued. He didn't seem to understand that many plumbers put in "flood safe" hoses and this had one. So I changed that myself and the LF went away. We later began to get UL (unbalanced load). He said Cabrios had a lot of complaints, "too many bells and whistles" and that it'd be $1000 to replace a bearing on the basket. I declined. Checking online, there were few complaints about the Cabrio, so it looks like this tech was trying to sell us a new washer.
Checking on Appliance Repair Forum I saw that UL is fairly common, and you simply need to replace 4 suspension rods (less than $50 and is DIY). We did, problem solved, no $1,000 repair and no sale for Sears Appliances or Home Services. We're done with them forever, after being loyal customers for years. They must encourage techs to make sales, given the sorry state Sears is generally in. Pity, used to be a fine company.
Do you guys even read these reviews? Not one of these reviews is positive... They are all saying that you have terrible Home Service. I have waited all day for a technician and had to take an entire day off of work. It is 5:45 PM and no one has contacted me. I called the 800 number and spoke to a nice Spanish speaking woman who clearly had no way of communicating with the technician to provide a status update. Probably outsourced to a different country. This is the worst automated customer system I have ever encountered. How many jobs were saved to outsource and automate this process as to only alienate your core customer? If I didn't need to use Sears for the repair - I would have called someone else HOURS AGO. Terrible experience! The Worst EVER... and it is a shame that I just bought a fridge from you yesterday. I WILL NEVER USE SEARS AGAIN!
Sears talks you into doing the maintenance package at what seems a reasonable price. Here's how they get you. The maintenance package allows for parts and labor up to a maximum. The technician then comes out and charges you premium for the parts compared to the same prices that are posted on Sears parts website. I was charged $120 in parts above the quote price on Sears' own website. Here's what I was told by customer relations, "The lower price for parts is for DIY customers". It makes more sense to find a small reputable company that guarantees their work and order the parts from Sears. The customer relations rep also told me the DIY parts and the parts ordered by the tech are sourced from different vendors. Sears repair is not above board. You have a second option, get the $500 credit to buy a new dryer that you can only use at guess where? SEARS. Can't wait to pay their card to 0 and cut it in half.
Sears uses "installers" who can't really do more than find the shutoff (at your hot water tank), screw in hoses, and level the appliance. If you might need electrical or plumbing you'll have to have someone else make a separate trip. It's akin to working with a Physician's Assistant. Usually fine. But if something more serious is up you want the Dr.
My appointment window for a dryer repair was from 1-4 on September 7th. l finally got a call from the repair tech at 5:30 saying he wouldn't be able to make it. All he offered was that I got the next appointment available ONE WEEK later. When calling Sears Home Services to complain, their records show that the repair person called in sick that day which was obviously incorrect since I have his phone number and the time he called me. Needless to say I got another company to come out (same day service) and now my dryer is repaired.
Sears Home Services - crap service, scheduled appointment for today 1-5, took day off b/c they needed someone at the house. I called several times between 11:00am and 5:00pm, was told they were still coming. Finally received a call from technician, mind you after 5:15pm telling me that he was not going to make it. I scheduled this b/c I needed my range oven for my granddaughter's first birthday. Can't believe how unprofessional they were. Never again will I do business with this bunch of incompetents. Not only did they cost me an expensive day off waiting for them, they never showed up and decided to tell me it was cancelled after the scheduled appointment time. And they had the nerve to ask me to reschedule and if I was interested in other home repair or upgrade service. Bunch of flipping morons. Buyer beware.
I want to tell everybody do not trust Sears home warranty plan. It's the worst. They lie to you when they sell you the plan, when you have a claim they have different history. They just want you to pay for everything they say is not covered so you have to pay more for your repair. They stolen people's money. I'm going to report this company to the consumer protection bureau. All the customer services say different things when you call to complain, supervisor never returns the call, also managers never call back. You have to call every day to get someone and talk to. But they don't remove anything. They just watch their hands, and they want to force you in bad manners to see they plan or you have to pay more money if you have some repair before the contract is effective and they give you a discount. I have this plan only for 3 days. This plan is a fraud.
I recently had a problem with the icemaker on my Sears Kenmore refrigerator. I called Sears and was asked what day I would like a service rep to come, I requested a date for two days from my call and was given the appointment. The service rep was here at the time I was given, he immediately assessed the problem and fixed it. I am pleased with the service I received.
Had a refrigerator repaired yesterday for $400. Told the repair guy that "there's no way it's the FAN that's faulty" but he ordered it, & 5 days later & $400 he installed the FAN. As he left he said give it a couple hours to get cold again. 24 hours later I have the same problem. Customer Service is now sending another repairman out in 4 days from now but I WON'T get a credit or refund for the wrong part (FAN) that was installed. But I do have a 90 day warranty on that wrong part. LOL. Thanks Sears. So I'm guessing that the next repair guy will hit me again for $500, $600, $700 or whatever, & again no guarantee that the next part will work. Do yourself a favor. Buy your appliances & everything else from a company that cares about their customers. Sears is also on the stock market's DEATH WATCH. Now I know why. Thanks.
I purchased a Sears Kenmore Elite refrigerator less than 3 years before my trouble began. I noticed that the ice maker was not working and called. They said before they would send someone I should turn the ice maker off and wait 3 days. I did and so began my odyssey with Sears service. They sent the first repair tech and he did what he did and said wait 3 days. We did, we called back when it still was not working, and three days later they sent the repair person who has been working on this since. He said the first guy did not know what he was doing and he is the only tech in the area that works on our model. He told us not only was the ice maker not working but the freezer and refrigerator were not working and ordered parts.
Ten more days passed and then another three and he installed a new ice maker and fixed a leak and added some other parts. He said wait three days. We did and it was still not working and he returned again. It takes three days minimum to have a tech come. This time he said we need a new compressor. He ordered one and it took ten more days and another three for him to come and replace it. I don't actually have the exact amount of days it took for the repair person to come each time but these are the minimums it took. We again were asked to wait three days and then again we waited for the repair person to come. This time he said it needed 2 oz. of coolant but this did not fix it either. In reality at this point it had been about 6 weeks without a refrigerator and it still does not work.
I want to say Sears has a lemon policy and it is three strikes you're out and they are supposed to replace the refrigerator but no. Apparently they have to come one more time. Now they tell me I have to wait 7 days to have a repair tech come to tell us it is not working before they can replace it. This is a horrible way to treat a customer to leave us now two months without a refrigerator and put all the onus of the problem on us.
I have called numerous times, spent hours on the phone waiting for someone to pick up and then hours more talking with people who although pleasant told me they can not do anything. I want you to know I had renewed my service contract which was to expire late August in July for another 3 years. I have been a customer since 1979 both in NY and in NC. I have sent people to Sears and purchased appliances from them for not only myself but for my kids as well. But this does not matter as this is as I am told an expensive refrigerator and only the District Manager can say it needs to be replaced.
Can you imagine living without a refrigerator for two months. They don't care and have me waiting for a tech now until next Friday at which point I have every confidence it still will not be working and if they give me authorization to replace it, it will take another 4 or 5 days to actually receive the replacement. Not sure what help you can give me at this point, but perhaps you can help warn others about the Sears protection plan protecting Sears but not the customer.
Sears installed my windows and doors. The doors were installed poorly and will not latch. But more importantly the windows leaked and ruined my house including buckling the hardwood floors. After 2 years of doing nothing, their insurance company wants to settle for pennies on the dollar knowing the average homeowner doesn't have the means to fight them in court. Their insurance companies Blair and Sedgwick are basically criminals. Sears and their window manufacturer will not answer calls and claim it wasn't their windows that caused the problem. STAY AWAY FROM SEARS AND NEVER USE THEIR INSURANCE CARRIERS OF SEDGWICK AND BLAIR. You would be better off putting up screens instead of Sears windows, they would leak less.
Made an appointment for repair of two appliances bought from Sears. I was told they would be here between 8 am and Noon. At 12:05 pm I called and was informed they had changed my time to 11:15 to 1:15. At 1:20 I called and was told it was changed to 1:00 -3:00. At this point I told them forget it. I missed a whole morning of work and I only get paid if I actually work. These people are the pits. Will never call them again and will not buy any more appliances from Sears.
Sears Home Service in Charlotte NC is a terrible and Horrible Service Company. I would not recommend or ever use them again. I called them to repair my GE monogram Refrigerator. We were not getting good flow at the water dispenser and ice maker. They came out and complained that the fridge wasn't pulled out. They checked a few things and said the problem was the water coming in and to call a plumber. I did. The plumber charged me 250.00 and said there was nothing wrong with the pressure and the problem was in the fridge.
I decided to call another appliance repair company. When explained the problem, he pre-diagnosed it over the phone, came out confirmed it and repaired it in 15 min. The problem was the filter casing which has a small plastic check valve that commonly goes bad. I have tried to contact sears on multi attempts to get my money back with no response. I have called several time, went through the credit-card company, emailed and nothing.
So I give them Refrigerator model and that the tube line from the water filter leaks - they charge $99 to show PLUS whatever they do... Which was NOTHING. They want to order a $4 tube (umm you don't have refrigerator tubing in your van?) and reschedule me for 3 weeks out!!! Terrible. No wonder Sears is about bankrupt.
I am very frustrated with Sears Home Services to get prompt service for my Sears purchased Kenmore refrigerator. First, I am unhappy that this refrigerator is broken (no cooling, no freezing, no cold) after only 5 years of service. Aug 15 called Sears Home Services for service. Chose the "flat-rate" 12-month warranty option and was pleased to have service scheduled for next day. Aug 16, tech arrived within 4-hour scheduling window. A second tech was called in for the afternoon due to missing equipment on the first truck. Both techs were friendly and helpful. Refrigeration system was re-charged, and techs scheduled a return visit for Aug 30 to check for leaks. Aug 17-18, refrigerator still not cold, not cooling, not freezing. Called 800 # and "systems" were down... very frustrating for ALL involved.
Aug 19 (AM) called 800# and got helpful person who updated my account so that I could be contacted by e-mail, and could receive my "warranty", but could not be schedule service due to "systems" down. Aug 19 (PM) called 800# again, and while on phone received text notice of new service appointment for next day. Aug 20, service tech (different from last 2 techs) arrived a little AFTER the 4 hour scheduling window, began diagnostics all over again. Determined compressor was needed, and none were in stock. Ordered emergency delivery while still at my house... to arrive via UPS Aug 23. Scheduled return service call for Aug 23. It is now 1:20 PM Aug 23. Service was cancelled by Sears Home Services because part has not arrived yet (still expected today, by 5:00).
I called 800# to schedule service for tomorrow, but was told no appointments available tomorrow, and besides the compressor AND the other part (PCB?) has not arrived. And the PCB? has no ship date yet!! I expressed my displeasure with their inability to fix a 5-year old SEARS brand refrigerator within a week! We have now been without any refrigeration for 10 days, and NO FIX IN SIGHT!! I must note... ALL of the people I have talked to, or who have visited the house, have been friendly and helpful... my anger is not at the performance of any of these individuals. But something is really wrong with a "SERVICE" system that can't get a basic home appliance fixed in a few days time!!!
My washer started leaking Sunday 8/14/2016. We immediately called Sears Home Service for an appointment for a repairman to come fix it! The first available appointment was today Monday 8/22/2016. 1 week & a day! Please they can't be that busy first of all unless they only have 1 employee through A&E. My husband was told between 8:00 am & 12:00 noon. He took the day off work. He finally showed at 11:30 am. REALLY?? My husband also told the person on phone while setting up the week long appointment, the model number of the washer & told the person on the phone, IT LEAKED!! Wouldn't you think they would have stocked a hose on the van?? NOPE, didn't have one! Then says he'll order one & when it gets here to call in two weeks to have it installed! Now... We bought the insurance thru Sears and the dryer was the same story!
The first time we called the guy never showed, then after we called Sears they said his van broke down! But never called us! The second appointment which they wanted to schedule another week out, but my husband said "NO, you have someone here tomorrow" and they did! That guy was a joke. He told us to have the parts shipped, & to call back for an appointment for him to put it in! Well 2 weeks later he came back after the part was shipped to our home! He started yelling & getting mad saying they shipped used parts and they were not the right parts! Then he used MY towels that were in the laundry tub to try to half ass clean up some tarry glue! He stole a few of the towels, & when I dried the next few loads of clothes, they were ruined from the tarry glue substance he put all over my floor and didn't clean up! Sears home service repair gets an "F-" in my book. We won't be renewing their services.
I have had 6 service visits to date with no success. Now they want to schedule yet another visit to repair part that has been replaced already twice. They have replaced every part they can and still the self-cleaner range is not working. I feel like I'm in a loop and just got disconnected after waiting more than a half hour. I will NEVER purchase another SEARS appliance. They don't stand by their warranties and, basically, they suck! So do their technicians. Just think of the money they have spent on service visits. They could have bought two new stoves for the service visits made!
This past week, on Monday evening I called Sears Home Service at 855-836-3046 to schedule an appointment to have someone come and fix a broken handle on my microwave oven. I called twice. Once to schedule the appointment and then again the next day to re-schedule the appointment. Both times, I asked what the diagnostic fee was to look at the Microwave Oven handle. Both times, I was told that it would be an $80.00 diagnostic fee. The repairman came to my home yesterday and I was shocked when told me the amount of the diagnostic fee to look at Microwave Ovens is $250.00. This is not what I signed up for and not what I was told when I made the appointment. If I had known this, I would never have used Sears Home Service.
I ended up paying the man and he ordered the part and is going to come back and replace it. I must say though that I feel severely taken by Sears and am extremely disappointed and utterly disgusted. I am compelled to complain about this because I feel as though it is only appropriate to ask for a refund so that the diagnostic fee is $80.00... what I was told when I signed up. On top of this, they charged me $200 for labor when the repairman was there for 15 minutes and then $117 for a part that I priced online for $18.00. This is absolute gouging and not being consistent with what I as the customer was told. Please be aware of this that Sears Home Repair is not ethical and lacks dignity and respect towards customers.
I had a service repair scheduled for August 18th, took the day off work (since they give you an 8 am to 5 pm window), and no one showed up. I am now trying to reschedule and after being on the phone for nearly TWO HOURS now, I am still on hold trying to get an appointment prior to August 26th. Apparently there are no real supervisors of these people - must be nice! I will never buy anything from Sears again!
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