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Reviewed Nov. 18, 2023
Do not get a Sears Home warranty for any purchase. Better yet, don't buy anything from them. I called for a repair. Needed a part replacement for a stove. They charged me for the part and repair, part was suppose to be sent in 7 days. It never arrived, they couldn't say when it will arrive. When asked if they had any in stock; they couldn't answer and just said they would call when it shipped. I canceled everything after a wait and wanted a refund. They said refund would be sent in 7-14 days. It has been 3 months now. Numerous calls to them; I get the same answer in 7-14 days. After each call they ask me to buy a home warranty for my appliances. Where is my $500?
Reviewed Nov. 9, 2023
I bought the Sears PROTECT WARRANTY, So I had a technician come out to do a HVAC tune-up & clean the unit/coil. He only scraped some dirt off the coils and left it all along the bottom of unit, coil area. That will just go back into the coils & stop it up. Ridiculous. Poor job. He told me that he usually has coil cleaner spray, but he was out. I looked in there after he left & it was dirtier than before he came.
This is the 3rd time I've called them & they don't fix anything, gave me a est on fixing my refrigerator of $900 plus before my warranty went into effect. I just bought a new one. Save your money, don't deal with Sears Home Protect & Sears Home Services. Also, every time I call I get someone that barely speaks English and doesn't even know what's going on with the Protect Plan. It's a rip off. I have pics of my AC Coil after he left, But can't find where to post them.
Hello Robin, we want to sincerely apologize for the recent service experience you had with us that fell short of your expectations. We genuinely appreciate your feedback as it helps us identify areas for improvement. We are actively working on improving our service to ensure this doesn't happen in the future. Please reach out to us on Facebook, so that we can better assist you. Thank you.
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Reviewed Oct. 31, 2023
After what N&P has been thru and after me trying to help- Sears can go to hell- their gas stove went out July 9, 2023. Pop had a plan to cover parts and services for the stove. He was told that the part was not available and they would be getting a stove- that was July August Sept- every time he called they would say wait for the e-mail, wait for the e-mail. I finally step in to TRY to help. I call a the minimum of 6 times with NOT ONE person knowing anything. I even had the number they gave Pop to refer to. The last person I spoke to gave me ‘headquarters’ phone number- it has been disconnected!!!! We were all kinda worried about our Thanksgiving meal. To this day Oct 30, there has been no e-mail and no response from any person at Sears. N&P went out and bought a new stove 2 days ago. Go to HELL Sears, go to hell!!!
We're genuinely sorry for the significant inconvenience you've experienced with our service. Your situation is unacceptable, and we understand the impact it had on your plans, especially with the upcoming Thanksgiving meal. We take full responsibility for the delayed resolution and lack of communication. Your feedback is crucial, and we're committed to addressing the issues within our control to prevent similar occurrences in the future.
Reviewed Oct. 11, 2023
Sears home service seems to be running a scam of service fees and no service. See below for actual details. The WORST customer services ever. Sears has redefined what bad customer services is. Here below is an account of the incident: 1) About 3 weeks ago our fridge stops working. 2) I schedule a service. 3) I get a service window from 8AM to 5PM. The tech shows up 4:45PM and tells me he has not enough time. 4) Charges me $99 for the service and schedules me for another day. 5) I get another service window from 8AM to 5PM. 6) They want to charge me another service fee for $99.00. Sears has become a scam artist. I tried to text them on messenger. They replied that I must pay or go through home warranty. Great job sears in taking what once was a great company to be the most pathetic shell of what once was. There is no one to talk to.
Reviewed Oct. 9, 2023
I called few months ago regarding my stand alone freezer warranty. The representative told me that it’s out of protection and how he can offer me another warranty- $60 a month and I can cancel it at any time. Back and forth, he sold me on the warranty. 3 months later, I call in because I have an issue with my stand alone freezer, I was told that it’s not covered because it’s a stand alone freezer. I called at least 5- 6 times and every time I try to escalate it, they would hang up on me. Every single time I called, once they find out I have an issue, they would hang up. I will provide you with my phone bill with the amount of calls I made to Sears and the duration of the calls.
Finally, I tried to cancel because it was a scam. The representative tells me that I will owe a balance. It’s a one year contract. Again, this was news to me. The representative was insensitive and no showing any empathy telling me it’s my fault since Sears send a welcome letter. I should have read it. I didn’t receive any welcome letter. If I would have gotten anything like this, I would have definitely canceled since my stand alone freezer won’t be worth the warranty. It’s almost 7 years old freezer. The same amount I will be paying for warranty, I can get another freezer. I asked to speak to a manager, I was told there is none and they have to schedule a call that it takes 36-48 hrs. I asked for an email to voice my experience, I was given the wrong email and it came back. Don’t be fooled by them! They are not trustworthy company. It’s sad because they used to be very good and trustworthy
Reviewed Oct. 9, 2023
On Sept. 5, 2023 a technician came out to look at my washing machine. It was determined that it was the lid switch which is no longer being manufactured. He did not fill out or leave paperwork detailing what the problem was. My home warranty plan needs something in writing. I have been calling Sears. Getting hung up on when trying to explain what I need. I can't afford to buy a machine so my 73-year-old self is lugging clothes to the laundromat. I told him that I needed something in writing because he was too lazy to walk to the truck to get the paperwork. I'm stuck. His response was to just give them the model #. I will never use this repair place again!
Reviewed Oct. 7, 2023
Beware - they will not give you a refund if you cancel an order before it has been fulfilled. First I want to say that I have used Sears Home Services for several appliance repairs over the years and I have been very happy with their service. The technicians were knowledgeable, and professional, and quickly repaired my appliances for a reasonable price. But a few months ago my dryer needed to be repaired and it required parts to be ordered. I had to prepay for the parts and the installation service, which I was fine with. But a few days after I placed the order and prepaid, I received a notice that the parts were on backorder and there was no estimated delivery date. So I decided to buy a new dryer, because the one I had was fairly old, and I canceled my parts and service order.
I have been trying for the past three months to get a refund on the $400 I prepaid for the parts and installation service. They will not give me a refund even though I do not have the parts and did not receive any service. Because of this, I will never use them again. If they can fix your appliance on the first visit I think they are great to use but do not prepay if they need to order parts and return to install them.
Reviewed Oct. 6, 2023
Order #** for security cam placed in Aug 2023 was late so I checked the tracking number- it didn't work, I called the three telephone numbers and none actually worked for the purchase, the link in the order for help didn't work, I emailed several times and never got a reply. I reported the problem to the credit card company and Sears sent me an email today saying that I returned the order (yes, the order that I never got). Nothing about this transaction seems honest- nothing. Be sure to contact your credit card company at the hint of fraud with details.
Reviewed Oct. 2, 2023
I purchased a major appliance from Sears assuming I would receive continuing customer service and support as needed. This proved to be a huge mistake - Sears provided absolutely no assistance when I encountered issues getting a defective product repaired under warranty. When the manufacturer refused to fully cover warranty repairs as required by law, Sears completely abandoned me as a customer. They claimed no responsibility whatsoever, stating the manufacturer was solely accountable for the warranty coverage on an item THEY sold me. However, under consumer protection laws, Sears has a clear duty to ensure their customers receive the expected warranty coverage on products purchased at their stores.
Sears could not care less about standing behind their products or advocating for customers once they already have your money. The utter lack of customer service and refusal to assist with mediating valid warranty claims is absolutely unacceptable for a company that portrays itself as an esteemed retail brand. Do not trust Sears to have your back post-purchase. You'll be left high and dry with nowhere to turn. I learned firsthand that Sears feels zero obligation to provide ongoing support after making a sale. Unethical conduct and disregard for customer satisfaction needs to be exposed. I urge others to avoid relying on Sears as a retailer if you ever expect to need assistance down the road.
Reviewed Sept. 30, 2023
I had a technician come out to diagnose my refrigerator. Unfortunately, he didn't have the necessary parts on hand, so we had to order them. Once we got the parts, they didn't resolve the issue. We rescheduled for another visit, but it took 10 days for them to return. A few days prior to their return, I had called to request that a technician contact me to ensure they understood the problem and to be prepared for the visit. It took me at least 45 minutes on the phone to finally reach a live person, and that was only after intentionally contacting the wrong department and getting transferred. The person I spoke to assured me that notes were made and that they would call.
To my disappointment, the technician didn't show up. The service time was 1-5pm. We received no information the technician was running late. At 5:30 we checked the app and it said the technician was 2 stops away, with an arrival time now of 7:15. At 7:25 the app then reverted and again said 1-5. Needless to say we wasted our entire day and there was no call or attempt to reschedule. This level of service is incredibly frustrating and unacceptable. It has cost me time, money, and tested my patience repeatedly. I strongly recommend seeking a local alternative and avoiding this company altogether. The experience and professionalism has been absolute garbage.
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