Complaint Rating:

Company information:
Sears Holdings
Biloxi, Mississippi
United States

The Sears Repair service is atrocious! We had a heater (purchased from Sears) failure in January that was diagnosed the same day as a broken fan motor by a local service company. Since the heater was still under parts warranty we contacted Sears who told us it would be aweek before they could come. Once there, they have to order the part and you have to wait until it comes in before you call to make an appt for the service rep to come out to install. Needless to say Sears had issues ordering the part. We found out the local service company had placed the order for the part the first day and it was sitting in a warehouse 5 miles away waiting. We had to direct the Sears technician to go pick the part up that had been ordered by the other service company in order to get our heater fixed. We went without a heater for 4 weeks during Jan/Feb and some 30-40 degree temperatures.

Also during that time, our Whirlpool washer (also purchased from Sears in 2006 with the Master Protection Agreement) started to leak. We called Sears and after the standard delay in getting the service man there to confirm the problem, he ordered the part. He did a bandaid fix to allow us to wash without the major leak it had. When the part came in, it was the wrong part. 5 more parts later (all the same wrong part) and 3 months later, we still don't have a fix for our washer. The service man was back out yesterday to confirm the wrong part and decided to clean the filter. Now the washer doesn't wash at all showing an electrical problem. We are stuck waiting for Sears because of the darn Master Protection Agreement.

I will NEVER buy another agreement from Sears. I'm not convinced the products are failures, just the service but because of this, I will never buy another appliance from Sears either.