SearsHomeServices

Terrible service! Can't contact anyone in authority to get help. SearsHomeServices play the phone run around game. They pass you from one representative to another saying they can't help, but the next person can. Sears Elite LG refrigerator. This refrigerator has been worked on many times. Nice looking high priced refrigerator, but poorly built and engineered. Sears Home Services has the worst service representatives I have ever dealt with. Can not speak English clearly, they only answer questions that are scripted for them. You ask to speak to their supervisor, they will argue with you and put you on hold for long periods of time. The Sears Consumer Advocate is a joke. You can be on hold for hours and then they hang up while you wait. Then you call back and they put you at the back of the phone line and tell you they did it. You can't leave a message for them to return your call. Sears Home Service appears to be a highly engineered company that plans never to meet their obligations. It takes minus a week to get them to come out the first time. The tech then doesn't have the necessary tools to trouble shoot the problem. I had to find a magnetic and loan it to the tech to see if a switch worked. It worked and then he had to leave and go somewhere else. He then called back and said he would return next week. They act like what you see on Saturday Night Live TV show. They have great advertisements on how they will take care of you. Once they have your money say bye bye to any service.

Sears farmed my home warranty to Cinch, and SearsHomeServices support is horrible from both ends. My downstairs AC was not working and my upstairs unit was fine. The first Sears AC tech had been here a year ago, and there was a mysterious short that took out my downstairs breaker. This time there was a mysterious short that took out both the downstairs control board and thermostat, and the exact same breaker damage on the upstairs unit, that had happened to the downstairs unit the last time that tech was here. She left to go get R22 and we figured out that the upstairs unit had stopped working. Learning from her last visit I had spare breakers for both and quickly replaced it. She eventually returned and could not figure out that the BURNING SMELL was from the board that blew up in the unit, because she kept INSISTING the upstairs unit was the downstairs unit. She left claiming there was a short. We requested a different tech, he came out and ordered the part and left. After 2 false starts and another week, he shows up to blame me for the wiring, the short, and refuses to do any work, because the other tech THAT WAS CLEARLY HIS "GIRLFRIEND" said it was all my fault. I had not worked on my own units in more than 7 years due to health issue. I had a contract with another company before Sears, and the documentation to prove it. The tech threatened me, IN MY OWN HOME! Needless to say we are asking for a full refund for the cost of the Warranty. We'll have the unit fixed and start with a new company. Do NOT EVER trust Sears again. It isn't fraud, but they are damn close. Sears, apparently wants to follow K-Mart into bankruptcy...

SEARS APPLIANCE REPAIR PREYS ON ELDERLY:
One of the drawers on our fridge/freezer wasn't closing properly. It was allowing large amounts of frost to build up, further blocking the drawer from closing properly. Called Sears Appliance Repair 8/28/19, after I was unable to schedule a service call on their crappy website. Whoever took my call could barely speak English. SearsHomeServices sent Jorge, a tech next day. He removed the drawers and melted away all the frost. Told me the lower drawer needed a new gasket, because the magnet in it was weak and not sealing properly. I could see this was the problem. He said they could order a new gasket and install it on 9/6/19. He then advises that the total cost for this gasket replacement would be $455.55., and that today's $144. Service call charge would be deducted from that amount. Then, in typical conman fashion, he tells me that I could save 50%, if we signed up for a service contract on all our kitchen appliances, at a cost of $49. Per month, for a 1 year period. He then cites some horror stories of how much it would cost of the compressor or control board went out on our 3 1/2 yr old LG fridge. He also said that for an additional $20. Per month, we could get a whole home warranty policy.

IMO, Sears Appliance Service is nothing but a high-pressure sales scam for their expensive home warranties. Seeing that I'm older (75) and, they assume 'easy prey', they quote a ridiculous price for the needed simple repair job, then explain how could 'save so much money' by buying one of their warranties. It doesn't take a rocket scientist to figure out that this $49. Per mo. Contract would total almost $600. Per yr. I checked on the cost of needed gasket from an on-line appliance parts vendor. It was $48. + $10. Shipping, so I ordered it. I found a couple of how-to-do-it videos on line that showed that this gasket could be easily removed and replaced in about 10 minutes, with nothing other than a putty knife, to remove the old gasket, and snap the new one in place. I called Sears and told them to cancel the gasket order and any further service calls to our home. Got the gasket in 2 days and installed myself in 10 min. I They are a complete rip-off operation that preys on the elderly. These fraudulent business practices should warrant a criminal investigation.

Sears Home Services is a ripoff. SearsHomeServices charge you 49.99 per month for the service then when you have a repair, they charge 75.00 (non refundalbe) for the tech to come out. Well I needed repair on my oven door and the tech came out and looked at the oven and said someone would be in touch with me. 2 days later I get this email.

We have had the opportunity to review the claim for your RANGE - NATURAL GAS. While we are committed to providing our customers with the best possible service, coverage is subject to the Terms and Conditions as outlined within your Agreement.
The technician reported: The door hinge is physically broken.
After careful review, and in conjunction with the Terms and Conditions of your Agreement, we must respectfully decline coverage for the following reason: The home service contract does not apply to failure due to abuse, misuse and/or neglect.
Please refer to your Agreement:
Section IV. GENERAL EXCLUSIONS AND LIMITATIONS
Wherein it states:
2. This Agreement covers only repairs and/or replacements due to mechanical failure attributable to ordinary wear and tear. Accordingly, the Agreement does not cover failures which may result from other causes, such as, without limitation: abuse, misuse or neglect; improper or insufficient maintenance; lightning strikes; missing parts; animal, pet and/or pest damage; power failure; power surge; fire; casualty; acts of God; structural and/or property damage; flood; smoke; earthquake; freeze damage; accidents; war; acts of terrorism; nuclear explosion, reaction, radiation or radioactive contamination; insurrection; riots; vandalism; or intentional destruction of property. This Agreement does not cover mechanical failures resulting directly or indirectly from or caused by mold, mildew, mycotoxins, fungus, bacteria, virus, condensation, and/or wet or dry rot regardless of the source, origin, or location and any other cause or event contributing concurrently or in any sequence to the mechanical failure.
We regret that at this time our decision cannot be a more favorable one and we look forward to serving your needs in the future.
Sincerely,
Claims Authorizations Department
AB
When I contacted Sears Service Dept and told them the hinges were not psyhically damaged the hinges broke because of use, Sears said since there is rust on the hinges it can't be covered. They gave me the option to get a price for the total repair from Appliance Pro and pay for it to be repaired. I asked if the 75.00 will be applied to the cost of repair and they said no it's not refundable. This just doesn't make since to me. It's a racket.

I used Sears because I believed them to be a reliable company. I set up a home repair for my treadmill back on Oct 13th. Their window for appts is 8am-5pm (worse than the cable company). SearsHomeServices rescheduled. After coming out the next day, they said they needed to order a part and scheduled another appt.

The next appt was scheduled for 10/22/2020 and after a no-show, they rescheduled (at 6:16pm) for 10/26. After another no-show on 10/26, they rescheduled (at 4:36pm) for 10/27. After yet another no-show on 10/27, they rescheduled (at 4:49pm) for 10/30.

I was told I was the last stop on the schedule, so when they ran out of time, I was cancelled. At this point, I called their customer service (in India - your only source for speaking to a person) and demanded an AM appt. They said they couldn't make any promises, but would make the request. They finally made it out for an AM appt and completed the repair on 10/30 for a total cost of $432.61.

The first time I used the treadmill, it broke again! I scheduled yet another appt. For 11/6 and the repair man said he would have to reorder the same part. He scheduled another appt for 11/17. You may have guessed it, they were a no-show AGAIN, but this time they didn't even notify me or reschedule.

I called the customer service in India, again, and was told they cancelled because they couldn't get the part and couldn't do the repair. They claim they sent an email, which I never saw. They said they would set up a refund and someone would call me to discuss it. I didn't understand the need to "discuss" a refund, but the rep said someone would call me.

Weeks passed, no refund and no call. Called India again on 12/21. They said they had NO record of the request. Again, they said they would make a refund request and someone would call me.

I received a refund today, 1/4/2021, of $333.61 and of course, no one called me to discuss the refund. I was not refunded $99 for the privilege of 4 no-show appts., an equipment breakdown after repair, many India calls, nearly 3 months of delay for getting another co to make the repair, and a diagnosis that didn't repair my treadmill.

DO NOT waste your time and money on this sham of a service. This is NOT the Sears of yesteryear! V

Sears used to be the best. Not so much any more.

Over the past 6 months I have had cause to contact them twice. Both times have been horrible disappointments.

The first was when my upright freezer stopped working. I called around and was informed by Sears online, that the local store had a similar capacity unit at a price I could afford and was assured that SearsHomeServices would deliver it. So Off I went. When I got there, they only had ONE freezer that I could buy and take home right then and it was much smaller, has no light and is not frost free. Everything else on the floor was "Order and pay for it and then wait for delivery to the store before you can pick it up." and "No. We don't deliver. Sorry." But, I was over a barrel because all my food was thawing and NO ONE in town had a freezer I could buy right then at a price I could afford. The ONLY other one was nearly $2,000!

The next problem was my my LG all-in-one washer-dryer. 5 years ago when it died, I went through - or rather my warrantee company went through - half a dozen idiots until I called Sears on my own and they got it fixed.

So, when it malfunctioned again, who did I call? Sears! The 'call fee' was $89 to 'diagnose' the problem. Ok, not horrid but a little higher than I'm used to. The tech that arrived was incredibly rude. Nothing overt, but looking down his nose at me, talking down to me and talking over me, that sort of thing. I tried to explain what I knew was happening - the clothes were coming out wet but ONLY when I used the dry cycle so the pump was working fine - so he didn't have to re-invent the wheel and his response was "I'll decide what the problem is after I examine the machine." He then turned his back on me indicating that I had been 'dismissed from his presence'. So I left.

A while later, he came up to my office and announced that the problem was that I hadn't cleaned out the intake hoses?! That's not in the maintenance manual. Why would I need to clean out hoses running clean water? The filter, the drain hoses - those have to be cleaned, but intake? Well, whatever. I paid him and told him I'd call back if my problem wasn't fixed.

When I went downstairs a bit later, I found that he had moved my drying rack off the top of the machine and had not returned it to its location.

Moreover, he'd moved the machine out into the room so he could access the back of it and didn't move it back! What sort of person does that sort of thing to an elderly woman with a leg injury who, obviously, can't be expected to move the machine back into place.

Worse, my clothes were still coming out wet - not damp which is how they would come out of the wash cycle after the spin and before the dry cycle - and not misty which is how they are supposed to come out of the dry cycle in this type of machine - but WET! Which is WHY I had called in the first place. So, the problem WASN'T fixed despite his ever so smug assurances to the contrary.

So, I called Sears back, and, after trudging through their 'call center' for nearly 30 minutes where the employees do NOT speak English well enough to readily understand or be understood, I was able to get a call-back from a manager (several hours later) in Customer Care where I filed a complaint against the tech. They apologized, promised me a new 'master technician' would be assigned, and I wouldn't be charged a second fee for the re-diagnosis.

They sent a new tech out who, I am sorry to say, was completely out of his depth. First, he tried to charge me another diagnostic fee. I told him I'd already paid it and this was a re-visit because the first guy didn't do the job right. So he verified and I wasn't charged, but he should have had that information at the outset.

Second, and more importantly, He didn't even recognize the machine for what it was! He said "Is this it? It looks like a washer." I explained that it was an LG All in One. His response was "Really? I've never seen one before. This is interesting."

THIS is their 'MASTER TECH' - someone who hasn't even seen an all-in-one let alone worked on one?

He took a photo of the plate with the model and serial numbers and started searching for information on it. After about 30 minutes, he came upstairs and informed me that the model and serial numbers are "... only coming up with washer parts." and that he was going to have to "go back and do some research" without any attempt at scheduling a followup appointment. Just a promise to call me to set one up.

Two days later on Thursday, Sears left me a voice mail after 8pm which is when my phone turns off for the night. So on Friday Morning I get a voice mail telling me they have "Scheduled your technician to arrive between 10 am and 1 pm tomorrow." Which, of course, it the same day as I received the message.

I work from home as a Tax Advocate so all of my meetings with clients are confidential and privileged just like a Doctor or Attorney. I had a client scheduled for the time period the technician was scheduled' without so much as a courtesy call to verify the time and date with me.

I called to try to reschedule and was given the royal run-around. "You're his last appointment." "We can't change the appointment now." I even asked for a supervisor who BS'd me some more and gave NO explanation as to why an appointment was scheduled without any communication with me. She said "I realize you have errands to run" At which point I cut her off and explained vehemently that I wasn't running errands' but had a confidential and privileged meeting with a client and could not have a repair person running in and out during the meeting. She apologized but gave no alternative options so, completely fed up, I said, cancel the appointment and refund me my service fee since I haven't received any service. Her response was "The service fee is non-refundable." At which point I told her, impolitely, what she could do with her service fee' and proceeded to call my attorney.

I realize the service fee is non-refundable' but that is only if one actually received the service for which it is intended which I have still not received.

I will never call Sears again. They have become like every other money-grubbing, dishonest and lazy repair service company that takes your money and gives you nothing but frustration and aggravation in return. They are useless.

Electrolux Front Loading Washer,

*******861
Sears home services,

First let me state I called Sears Home Services, because of the Name…
So now I know Sears, is not the same company, as when I grew up!
I am so disappointed! A bogus trade call during COVID19, to charge me for a trade call!

Your tech came into my house to look at my washing machine…
He looked at it, spent 5min looking, online for a part, and told me "he thought it would cost more to fix it than what it was worth" he told me all the Electrolux Washers had this problem, but he wouldn't know for sure unless he took my washer apart to see what else was broking… so, he talked me into getting a new washer, and we both agreed, that makes no sense to fix?

He then your technician told me I needed to pay him for the service call? I told him that he did NOTHING but look online for the cost of a part?! For something you could have told me over the phone when I called in and gave the model # and problem... I said the latch was broken on my washer!

When he asked for the service fee, I told him to break down the washer and let me know for sure what the cost of repair would be for me to have it fixed! He looked at me like a deer in the headlights and refused! So I refused to pay!

He did nothing so he will get paid nothing!

I was thinking of taking this issue to the BBB because of how disappointed I was with Sears!

I am really disappointed that Sears is not the same company!

Called for service appt. When freezer started improperly cooling... No appt. Available for 2 weeks. Day of appt. I get a Robo msg to reschedule my appt. I call customer service... SearsHomeServices claim Tech got sick and went home. They will put me on a list and call IF SOMEONE ELSE CAN'T KEEP THEIR APPT... otherwise next available date is 2 weeks away. CRAZY... 1 month to get a tech. Meanwhile NOW in week 4 the freezer has taken a turn for the worse and l am experiencing food loss... Tech finally arrives whom WAS VERY PLEASANT... Worked on what he was able to... BUT NEEDED A BASIC PART WHICH OF COURSE WAS NOT ON THE TRUCK and had to be ordered. Next appointment 2 MORE weeks 2 days away... Whew 6+ WEEKS ON SOMEONE'S FREEZER... I call customer service to ask for reimbursement of my food loss... They argue that... Get this... THEY DON'T COVER FOOD LOSS THAT IS AS A RESULT OF MY... FREEZER BEING BROKEN... I argue... Well it WAS NOT BROKEN 4 WEEKS AGO... just in need of SERVICE... FROM THE TECHNICIAN I PAY FOR THAT YOU DID NOT PROVIDE ME IN A TIMELY MATTER and when you did he came with no part which now is costing me 2+ more weeks... Well sorry Maam we can't help you. Asked for a supervisor... Still waiting for a call from a supervisor... They say could take 24 to 48 hours... But "I ASSURE YOU THEY WILL TELL YOU THE SAME THING" said the customer service rep. What a pathetic excuse of a SERVICE COMPANY. Fly away Sears. You have completely LOST ALL RESPECT... Just disappear... What a sick joke you are Sears... Shaking my head.

If I could give negative stars, I would! This company is a joke. Since May of this year, our fridge has stopped working 3 times. It was purchased in 2018. Every time you make a repair appt, the window is 8AM-5PM. Your entire day! I always ask to get a phone call before the tech arrives and for as much notice as possible. Customer service tells me SearsHomeServices make those notes, however the tech always claims "they didn't tell me that." Not sure how that can be the case every time! It usually takes a week for parts to come in, so that time adds up. Our compressor has been replaced 3 times since May and STILL our fridge is not working. The first time the tech came, he told us we needed a new compressor and that Sears would be calling us to set up the appointment. A week goes by and nothing. I call and come to find out, the guy closed the job out as done! So another appointment is made all for a guy to come out and tell us we need a new compressor. As if we didn't know that! That's one appointment wasted and an extra couple of weeks of our time. Finally on the third visit, it gets replaced and is working. However, the fridge rattles all the time and is extremely annoying but we were just happy that it worked! 3-4 months later, it stops working again. Someone comes and looks and again tells us we need a new compressor. It gets repaired and the tech tells us that it was a very hard repair and took twice as long as normal, but that if we make it a week, we should be in the clear. It works for... ONE MONTH! Less than a month actually. On November 10th I call to schedule another appt and tell them that our fridge has stopped working/cooling again. A tech comes out and this time tells us that the compressor is good, but that we need a new control panel. He orders those parts. The parts come in and we set a new appointment. The day arrives and a different tech proceeds to tell us that we don't need a new control panel, we actually need a new compressor. You've got to be kidding me! What changed within a week and caused 2 techs to see 2 completely different things? So guess what? We have to wait for more parts to come in. They do and the tech comes and makes the repair. Unfortunately, the fridge never started working! It is now December 4th, almost a month later and someone was scheduled to come again to look at the fridge. I talked with someone half an hour last night explaining to them what we have been through and how ridiculous all of this has been. We want a replacement! I am told we can't quite do that yet and would need one more repair visit in order to qualify. The lady tells me that she noted that we need ample notice and need a phone call when the tech is on the way. I've been waiting on a phone call all day, and come to find out, the tech showed up at my house this morning, made no phone call to neither my husband nor me, and marked us down as not home. Talk about frustrating. I was told 2 hours ago that I would definitely be receiving a phone call from the tech within the hour and still nothing. Like I said, do not waste your money. It is not worth the headache. Customer service is pathetic. They are trained to say the same things and there is no telling how many times over these last few months I've heard the same lines from them about how sorry they are for the inconvenience, etc. Literally they all say the exact same thing. ABSOLUTELY PATHETIC in every aspect of the business.

Sears Home Services is the WORST ever home repair service. We were sucked into their service when we bought a Kenmore refrigerator. For $49.-/month, SearsHomeServices will send out a repair person if theres a problem. Then there is a $75.- service fee for each visit, unless the issue is not fixed in one visit, in which case, they keep coming back. The draw is that if they cant repair it for any reason, they will replace it with a new one.

We have been in Sears Home Services HELL for the last 6 months. Our fridge has worked ON and OFF for the last 6 months. Every time it breaks down again, it takes 3-4 visits to "solve" the problem. We're on our third run of visits at this point. And during all those weeks we have to keep restocking ice in the fridge to keep a few items cold. We have had to eat out at least one meal every day, which is very expensive. And its stressful not being able to make our own food at home.

The repair technicians don't carry most parts, so they are ordered, and another repair appointment is scheduled. Each time the technician has ordered parts, he put them on a rush basis. Generally it has taken 2-4 weeks for the part to arrive. That is not a rush. So if it were not put on a rush, would we have to wait 4 months instead of 4 weeks? The last time they sent a replacement circuit board, it was improperly packed, and arrived broken, so they had to order another one, which took another 2 plus weeks. When they sent a replacement fan, it was for the wrong fridge model. In the end, we didnt even need another fan.

The technicians are ok, but the service itself and the communication with them is HORRIBLE. 1) If they want to contact you, they sent a robotic call telling you to call them. What a total waste of time. 2) The customer "service" reps do not have tracking info, so they cant even give you an idea of when the part will arrive. 3) Sometimes when weve rescheduled an appointment (if the part hasnt arrived and we get the robo call asking us to call them), and they continue to send robo calls because the customer service people are apparently not smart enough to actually enter the scheduled appointment into their computer system.

Sears Home Repair service is a SCAM. One of the technicians told us that they dont use new parts. They take the broken ones and refurbish them, so chances are, they wont last long. Case in point, they have replaced parts on our fridge multiple times, it works for about a month, then breaks down again.

The worst thing about all this, aside from not being able to cook my own food for months at a time of the fact that our cooler leaked and partially ruined our kitchen floor, is the incredible stress this has caused. Just trying to communicate with their totally uninformed customer service humans is completely stressful because they dont even understand how to help, they wont allow you to talk to their supervisors, and they are completely powerless.

DO NOT USE THIS SERVICE!
They don't even deserve one star.

Like everyone else on here... my experience with Sears Home Services has been atrocious. We purchased a Kenmore side-by-side fridge and a 3 year Master Protection Agreement to go with it (protection agreement was $350 or there-abouts). That was in April 2017. The fridge worked great until the end of April this year, 2019, when the fridge side stopped cooling. I called and it was 2 weeks out for a diagnosis appt. But, keep in mind SearsHomeServices first made me 'cycle' the fridge by turning it off and on again and waiting 24 hours before calling back to see if that corrected the issue. When it didn't fix it, I called back and only then would they schedule the diagnostic service appt. I originally called on a Friday, so that pushed out the ability to schedule until Monday, then it was 2 weeks. Appt day comes, I didn't want to take a half day off work to sit around waiting (real appliance service companies set actual appointment times, so when I purchased the protection agreement I figured it would be the same way, however it's not, they use the cable company model which was extremely disappointing) so, I was going to try and get the estimated arrival time and then leave work and meet the tech (I only work 15min from home). I was told when scheduling the appt I could call the day of and get an estimated time. I call and am told I am not on the schedule for that day. Um, excuse me? I scheduled this 2 weeks ago and received a confirmation email! They said the scheduling part was done but the order never got sent to their dispatch so it was not added to a tech's schedule. Ok, please fix it then and get me added? They did that (after being on the phone -combo of talking and hold time - for an hour), and the tech showed up at 4:45pm ish. There were two, one in training, and they said it needed a new motherboard. Part to be ordered and delivered to my house and repair scheduled for 2 weeks out. They defrosted the freezer and say the fridge will work until the repair. OK. Not great, but what can I do at this point? They say the part alone is around $600.00 so I did good by purchasing the protection agreement. Tech comes 2 weeks later and installs the part. All should be good! Two weeks go by and the fridge stops cooling again. I call and they schedule a diagnostic for 2 weeks out. I of course try to complain but to no avail. On the day of this appt I don't bother to call to get the estimated time-frame because my husband was off work that day and just hanging around the house. The 4 hour window goes by and no one shows up. I call (sit on hold for 30 min or so) and find out that it is the same issue I had before (but had caught early because I called in) - THEY DIDN'T SEND THE APPT TO THE DISPATCH. Now I'm furious. The 4 hour window was the afternoon one, so of course they can't do anything that day and have to schedule me out 2 weeks. **Let me take a moment to say at this point that I am now a master at taking apart the freezer compartment and defrosting it with a hair dryer as I have had to do this about 6 times over the last few months in order to keep my fridge working while I waited (and am waiting STILL) for service. Needless to say it is a pain in the butt to do.** The tech comes out (I have my 18yo son stay at the house for the appt - so much of my time has been wasted with this I decided to spread the love around the family a bit) and the tech says it needs another new motherboard and a wiring assembly of some sort. I receive two emails showing he ordered the parts separately but both appear to be shipping to my house, the same as before. I receive one part in the mail but not the other (got the wiring, did not get the motherboard). I call before my service appt to check - why did I only receive one part? Will he be able to do the repair? I'm put on hold forever only for the rep to come back and tell me that he verified that the tech had ordered one part to be sent to me and the other to be sent to him at the shop. So, he will have it and bring it with him. Hmm. Sounds strange, but ok. Appt day comes and again, I have my son stay at home to let the tech in. He comes around 8am and my son doesn't answer the door. Tech calls me and I apologize profusely and say I'll call my son to have him open the door. Talk to my son and he said that he opened the door as the tech was standing at his vehicle (like 1 min after he knocked) and waved him in but he didn't come back to the door and got on the phone instead (to call me - what the heck? My son said he clearly saw my son wave him in). He finally comes back to the door and comes in. Says that there is only one part here and it's not really the one he needs! He goes back to his vehicle and my son calls to tell me this. At this point I am speechless. I called prior to specifically ask that question and was told all was well! The tech comes back in, takes the freezer apart and defrosts it and tells my son everything is fine, it's not broken and just needed to be defrosted. He leaves and sends an email service report showing he replaced the wiring harness and not the motherboard (when he clearly ordered a motherboard and stated that he didn't have the part he needed to my son). My son tells me this and I call the tech. He assures me everything is fine and he fixed it. Seriously, he told me that right to my face (well, over the phone, but still). **Let me take a pause here to say - a fridge that is sold as 'frost less' is NOT working fine if you have to take it all apart and defrost it with a hair dryer or heat gun every week in order for it to work properly!** I stupidly believe him that it's fixed, but still leave the thermometer inside the fridge just in case. Sure enough, after about a week and a half the fridge is not cooling again. This is on July 1st. I call and tell the whole saga up to this point, the rep says he can get me an appt July 3rd. GREAT! I can't believe it will be so quick! Then as he is putting in the order he says - oh, I'm sorry, that day filled up before I could secure the spot so I have booked you an appt on July 17th. SERIOUSLY?!? I of course ask for a manager/supervisor. There are none available and they can't do anything different anyway I'm told. Fine. What else am I supposed to do? I decide to call today (7/9) to request that at least a different tech (that is competent and not a liar) be sent to my house on the 17th so that hopefully this long and terrible experience can come to an end by my fridge being diagnosed/fixed correctly. I'm on hold for an hour to talk to someone. I go through the whole story, he seems genuinely sorry for my situation and says that he can report a complaint against the tech on my behalf and that they will send a different tech on the 17th. Great. Then I ask for them to just send a motherboard with the tech on the 17th so they can install it if that is the problem and I won't have to wait 2 weeks for a tech to come back to do the repair. The rep says that he can't do that but can transfer me to a dept that might be able to help with that. **I'd like to mention that as our conversation went on his line got choppier and choppier to where I couldn't understand him at the end - other than that he was transferring me somewhere else. I thought it was a fluke but the next two reps I talked to after him had the same mysterious choppy/crackling phone problems after talking to me for a few minutes. Hmm, tactic to get complainers frustrated so they will hang up and leave them alone.? I am finally told that they can't actually send a different technician because he is the only one that services my area. Interesting, because the last guy assured me that a different tech would be sent. Whatever, fine, can he bring the motherboard that he originally ordered but never installed? No, they said that he never actually ordered one and only noted in the diagnostic that the wiring assembly was bad. Then why did I get an order email and one showing my protection agreement was charged for a motherboard? They can't answer that except to talk in circles about being able to see that he charged for a motherboard but never actually ordered one. So, the rep that told me he HAD ordered it but it was being sent to the shop instead of my house was lying? They have no answer to that either. The rep suggests I talk to the protection agreement dept (AGAIN) and just request that they replace the fridge at this point (since it hasn't worked properly for the last 3 months). I hold for another 40min or so, this lady actually sounds like she knows what she is doing and after reviewing my contract says that it has to be repaired FOUR times before it is eligible for replacement. Since this is only my third time - IF it in fact needs a repair (Hmm, I told her I've taken it apart to defrost with my hair dryer like 6 times already, but it might not need a repair?) the system won't allow her to put in a replacement request. She does however offer a $115.00 check to be used for a small replacement unit or? (inconvenience comp perhaps?) and also says I can rent a unit and send Sears the bill for reimbursement. I politely thank her and yes, I'll take the check - but also ask for a manager to see if I can still request a different tech or at least for him to have some parts ordered ahead of time to bring with him. He's already seen the fridge and knows exactly what it is doing! It needs to be defrosted... which it shouldn't need. She said there is not a manager available and since she already talked to the tech dept she knows there is nothing else that can be done. She does agree that having parts ordered ahead of time is a good idea but they said there is not a way to do that. I hang up, defeated. I have no more energy for this garbage today. Time spent on this last call - one hour and fifty minutes. At least that time I got $115.00. The three other similar calls I made today got me nothing. Sears Home Services is so mis-managed it is unbelievable. I feel like picketing in front of Sears stores so I can warn consumers to never purchase the protection agreement or any Sears warranty scam. Dealing with a claim is a huge waste of time and frustrating as hell. At this point I am so disgusted with Sears that I will never shop there for anything again and I will urge others to do the same.

I called Sear Home Service Center phone number to get the price on installing new base cabinets, kitchen cabinets and countertops. I was told the only available date SearsHomeServices had for someone to come out was next month, I said ok. On the day of the scheduled appointment, I got a call and email confirming my appointment. 20min before my schedule appointment I get a phone call from Sear about them having to reschedule and that the only available date is a month from now. I called them back and told them that was unacceptable I did nothing to deserve be pushing my appointment back another month and asked to speak supervisor. The supervisor was able to get me appointment for that following week. Two day before my scheduled appointment I get another phone call to confirm my appointment I say yes I would like to confirm. On the same day someone calls be back up to ask
Me a few questions about the work I needed done to my kitchen. I told them the same thing and now there telling me they can't do it and refused to come to my home to give me estimate. I truly believe they never intended on honoring there appointment and now I'm left looking to find someone to install my kitchen cabinets and countertops 3 week before Thanks Giving! Thanks a lot Sears, Im truly great full. I believe they were afraid to come out to my neighbor hood smh... I only wanted to give my mom the kitchen she always wanted and deserved. I'm truly sad. Reference Number: 27364918

I ordered cleaning air duct vents and dryer vent. The technician came and said I have mold in the ducts and he can't clean before treatment to mold. He told the treatment costs 2580$. So I agreed thinking that he will remove mold by using chemicals and some other equipment then he will clean. But his coworker clean and him spraying chemicals into the vent and that's it. I asked his friend if he cleaned the dryer vent well and he said yes. But in fact he just put the air hose inside the dryer not inside the vent. He write the invoice and I signed. When I looked at the bill I saw "blower and coil level 3. I called the technician and told him that the dryer isn't done well and sent him a photo. He came next day apologizing and cleaned it. I showed him the bill and said does it cost 1480 for just spray chemicals into the vent and 1100 to clean blower and coil. I asked did you spray chemicals on coil to cleaned he said no. So how he cleaned the coils just by the air hose and cost me 1100! I called customer service and explained everything and the agent put a note of what happened and told me a manager will call you. Until now nobody called. So I know for sure there was no mold inside my ducts and my coils not cleaned and who knows did SearsHomeServices cleaned well the air vents. What a shame for such service that costed me over 2000$. I do not recommend Sears for air ducts cleaning at all. No honesty at all and they will cost you thousands for nothing

As you can imagine, if I have written a bad review of Sears' Home Warranty program, I am very upset with their poor service! I recommend to anyone reading this review, who is contemplating signing up for such service, to save your money and future frustrations/anger by NOT signing up for this product. Let me explain.

I purchased my warranty program #11400101 on February 21,2020 believing it covered all my appliances. I now understand that this is not true, and even when covered a repair can cost much more than anticipated under a warranty program. I am paying $69.99/month or $839.88/year!
My first warranty repair claim was in August-September 2020 for my hot water heater. I was surprised to find out that Sears does not have its own service technicians, but contracts out repairs, probably to the lowest cost (but probably not near the best) subcontractor available. In my case, SearsHomeServices subcontracted to Unimaster that was terrible. After paying a $100 deductible (a surprise to me, guess I did not read contract. Cannot find contract so likely they never sent it.), and having Unimaster's subcontractor assess my problem, Unimaster insisted on making a pending charge on my credit card, for an amount higher than their subcontracted technician estimated. Unimaster insists their technician estimators include up to twelve "Modification Surcharges" (not covered under warranty) totaling $1,245 if all were selected by initial evaluator. It is obvious that, at least in this case, Sears' low-cost subcontractor Unimaster was going to make up any costs by charging me more for "Modification Surcharges" than if I had replaced the water heater outside of Sears' warranty program. Definitely not worth the expense and frustration!

In December, I initiated two claims since I had already decided I would cancel my contract on its one-year anniversary in late January. I was hoping to get my furnace and wine cooler repaired before my warranty expired in the hope that I would at least get my monies-worth from my $840 yearly fee plus $100 deductibles/claim plus extra surcharges not covered under the warranty. However, this is not to be. Sears, a great company, or at least one that I had placed faith in when purchasing "their" Home Warranty program, actually contracts out to Cinch Home Services. So far, Cinch Home Services appears to be a terrible company that I have come to hate. They have unilaterally closed out (labeled as "Completed" on-line) my two recent claims without fixing either or notifying me ahead of time of their unreasonable action. However, they took my $100/claim deductibles that they will not refund! I have no idea why they closed-out ("completed") my furnace issue. The technician who evaluated the problem said my system's thermostat was bad and should be replaced by a simple, low cost switch. According to Cinch's website, this will apparently not happen. I was told by Cinch that after taking my $100 deductible and having a technician decide my control board needs replacing, that my claim is not covered since the contract only covers a primary refrigerator in the kitchen. They state wine coolers are not covered (I thought all appliances were covered), and because my wine cooler is in my garage and not in my kitchen, it is not covered. Wow! I suspect that the control board is either very expensive or not available, so they are generating excuses not to honor the warranty.

I conclusion, I wasted (lost) near $1,000 contracting with Sears, since except for the Sears' name, I really contracted with terrible Cinch Home Services and their subcontractors, and except for the expensive hot water heater replacement, did NOT get anything repaired. I did complain to Sears by email, as well as Cinch, and received a phone call purportedly from Sears Home Warranty, by a woman who spoke broken English who likely worked for Cinch, so I am disappointed in Sears. I should have done my due diligence, as you are doing by reading these reviews, and saved my money but simply contracting with local, reputable firms to fix my broken appliances. Save your money and avoid the frustrations and anger you would otherwise likely experience by NOT contracting with Sears Home Warranty.

I wish I would have seen these reviews before. Do not call this company. I will try and be as brief as possible in summarizing my last two months of wasted time. Called for service. Serviceman ordered parts and scheduled follow up installation. On the day of scheduled installation, the serviceman cancelled because no one called to confirm delivery of the parts. Service rescheduled. Prior to scheduled time of arrival, serviceman called and after learning of the magnitude of the job, cancelled, saying no one told him the job was so large. He put in his notes that I cancelled the appointment. Having had enough, I decided to return the parts and just buy a new refrigerator. I made at least 5 calls to the call center, which is in India. There is a language barrier. I was constantly told I would receive either a call or return shipping label. I never did, until I finally reached a person at a call center in America. He immediately emailed me a return label. You can guess what happened next. Call after call asking about my refund. The last status is that I will receive a check in 21 business days! The check will be less $15 for a processing fee to cash the check! I disputed this and need to call back to find the result. I'm sure you can guess what I will be doing in 21 business days -- calling to ask about the status of my check and $15 dispute. This has to be one of the worst companies in the world. I will not only ever use them again, but will spend my life saving others from such grief.

Unbelievably poor customer service. I ended up canceling my service and just buying a new dryer rather than deal with they. New dryer was more than the repair but worth every penny to not have to deal with these unprofessional jerks.

I had a very nice technician come to look at my dryer. He said he needed to order a heating element and a sensor and SearsHomeServices would be mailed to my home, with another repair service scheduled for 2 weeks later. 2 more weeks without the dryer. Ok. Fast forward a week and a half, and I have only received one of the parts that was ordered. Not wanting the repairman to arrive without the parts needed to repair my dryer, I called their "customer service" for the status of the item. They said that it looked like the part had been cancelled and that they would look into it and get back to me, which they never did. I called this morning to check on it, and got the runaround again. I asked to speak with a manager and they transferred me to someone in parts. This person said the part had been cancelled and I would have to wait until Thursday when the repairman showed up and if he needed it, then he could order it then. Which would mean I would have to wait another two weeks to get my dryer repaired. I asked why the part was cancelled, they said they did not know. I asked them if they could just order it again, and they said no, the technician would have to call. I said could you call the technician. They said no. Could I speak to a manager? No. Could you escalate the issue? Sure... transferred me to parts. I sat on hold for an hour and a half just to repeat the same cycle. Super rude too. I hung up, called back and got a different rep. He managed to call the tech. The tech called and I missed his call, but he left a message saying he did not know why they cancelled the part. I could call customer service and ask them why. Jesus. So I call back and all you ever get is a call center in India where they have no authority to do anything but log your call and tell you that someone will call you back in 48-72 hours, but they never do. I also tried to reach them on Twitter... they will have someone call me in 48-72 hours. I emailed them and got no response at all, but I am sure they will have someone respond to me in 48-72 hours. All in all, I spoke to 6 different people and spent most of my day on the phone and they could not even tell me why the part was cancelled, or order me a new one, or guarantee that it was not needed. They said I would have to wait until my appointment to find out.

I have already paid for both parts, even the one that was supposedly cancelled, so now I get to try and get my money refunded from them. Should be fun.

I cancelled my appointment with them, got online, and bought a new dryer from Lowe's. $200 more than repairing my old one, totally worth it to not deal with these clowns at Sears. I wish I had checked reviews before calling them, as you can see from all the comments here, you should never deal with them.

I grew up with Sears stores and Sears outstanding appliances and service department. I will, however, never use the Sears Home Service system again! After scheduling an appointment to have our dryer repaired the very nice tech told us that he had to order the parts, but scheduled an appointment for the following week to come back and complete the repairs. On the day of the return appointment, no one showed up and there was not communications (phone, text, email) about any change to the appointment. After calling, I discovered that the system is that SearsHomeServices (SHS) orders the parts, has the parts shipped directly to our home (was never told this), then after the parts arrived we would have to call and schedule a time for them to return. In our case, it took almost three weeks for the parts to arrive (they are scheduled to arrive today, and then we will have to call and see what sort of time slot SHS has available for their return. What little communication that they instigated was almost always inaccurate – emails with inaccurate dates, apology coupons sent that had already expired, etc. Complete lack of communication, no customer service – the people you speak with on the phone are well versed in following the script they have been given – and no regard for their customer after you start using their ‘service'. Very disappointed in what Sears has become, and will definitely not be using them again or will not be recommending them to anyone

This is the most unsatisfactory service I have almost ever received. We could not believe how ridiculous the practices are of treating customers when their service techs don't help you after SearsHomeServices were scheduled to do a repair service in your home. The repair tech shows up, doesn't really look at the appliance, nor ask questions, basically only wants to upsell a warranty, when you don't bite, doesn't try to fix the actual issue and leaves and says you won't be billed since he didn't fix the problem and couldn't, then of COURSE, you get a bill, you call to dispute it SO MANY TIMES and no one tries to help you in customer service. You try in every which direction to call them to ask for help, to get the bill charge removed, they pretend they are transferring you, they hang up on you, transfer you to voicemail boxes that are full, and "magically" there aren't direct lines to the actual dept you need to speak with, but they can transfer you ONLY to that dept and no one ever is able to help you and you never get ANYTHING accomplished. There is no customer service in their language with this company and it is just sad and ridiculously shocking. We needed the help and then had to fix the appliance issue on our own without them and got stuck with a bill for NO HELP AT ALL after the service tech that did not help us said "don't worry, you won't be charged for this appointment" and now, no one will help us get it removed and we are forced to pay it because there is NO CHANCE that people in customer service ACTUALLY complete the call to help remove the charge because then they'd have to actually do their damn jobs! It's absolutely unacceptable for a customer to be treated this way and will NEVER work with them again! Total bonkers!

I have been shuffled around by 21 people and no one has had the knowledge or know what to do with my situation. It is unbelievable! I am with a home warranty company. SearsHomeServices contacted Sears and sent them to fix my washing machine. Michael came out, piddled a little with our washer and ordered parts. He left after hanging around my house, on his phone for one hour. He could have left after 15 min. The parts came, Michael came back, wrong parts. Had to order other parts. Was supposed to come back and never showed. I called my home warranty company and asked them to offer the job to another company. They told me they typically do not do this but after hearing my story they sent another company. They came in, laughed at the parts Michael ordered and I quote, " If he bothered to look inside, he would have seen these parts are incorrect." This company ordered the correct parts, came back and fixed my washer (within 4 days). Michael stretched my washer fixing for 3 weeks. I was billed by Sears. Talked to a woman who called me and asked why I hadn't paid my bill. I told her my story and she was going to deal with it. SHE DID NOT. Next I get a letter saying this is my last before being sent to collections. I called the good old Sears 1-800 number and they shuffled me around as mentioned before with NO results. I finally contacted headquarters and spoke to a gentleman, gave him the EXACT same information I gave to the 21 other people who conveniently could not find my name or my contract claim. This gentleman took my information, put me on hold for 3 minutes and came back saying it was taken care of and would not be sent to claims. He also gave me my Michael ID number in case I want to file a complaint, WELL, I have a claims letter in front of me as I type. It was NOT taken care of, I had to pay so as to not ruin my credit. SOOOOO, I now want my refund ASAP. This company DID NOT provide a service nor fixed my machine. I am beyond upset and will take legal actions if not responded to and send me guarantee information that this has been

This company has such inept service representatives that only have in a small box knowledge of problems that need further help and Sears truly needs an overhaul. Sears used to have a good name, now I cringe when I hear someone say Sears.

I am telling everyone I know to stay as far from this service as possible. I called late last year to see about getting my window air conditioner cleaned (I tried to take the case off and do it myself, but the screws holding it on were rusted shut, and I thought I'd hire a pro to do it). We take our AC out of our apartment's upstairs window in the winter, and store it in the closet. During use, it fills with water and dead leaves, and I don't like the way that makes the closet smell. The unit works fine, it just needed cleaning. I had to reschedule the service to early January. The online process went well; I was told there was a service charge of $79 to have a tech come out. I was called when the (2) techs were on their way. The caller asked if I remembered that there would be an additional charge for their services, the $79 was simply the fee to get them to come out. He suggested it might be an additional $150 (this made me pause, since all that was needed was taking off the case and vacuuming it out). Then he corrected himself to say that $150 would include the initial $79. SearsHomeServices made relatively short work of opening up and cleaning the AC. When they were done, the older (head) tech made a show of "trying to figure out what work code to use for billing". He claimed if he used their more common code, it would put the charge up over $200, so he used a different code that brought it down to a mere $194. (!) When the techs left, I went to take the unit upstairs—when I turned it on its side, more "gunk" fell out (old leaves that had condensed and solidified). So I paid well over twice what I expected for incomplete work. Never again!