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Sears Home Services / terrible customer service

LA, United States Review updated:
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I scheduled a repair five days in advance. I had to stay at home to wait for the technician to come out (because all they could tell me is that he would be here between 8 AM - 5 PM. I could not work or go anywhere while I was waiting. I waited until 4:40 and no-one had shown up yet or called, so I decided to check the status online for the service. Apparently, they decided to force me to reschedule my appointment. The earliest reschedule date was nine days later. They never called to tell me that the technician could not come out today, and I never saw on their website where they say that they will reschedule appointments for a week later whenever they want.
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Ki
  10th of Feb, 2009
Agree Disagree 0 Votes
I used the for a dryer repair, they failed to show twice but claimed the technician called ( he didn't, I was home all day and our digital phone records all incoming calls). I then made an online appontment for a washer repair, took off work, waited . . . the technicaion was a no show. I called and they said they didn't have a technician in the area today and I needed to rebook the appointment getting back at the end of the queue. Don't use Sears Home Repair.
Br
  6th of Apr, 2010
Agree Disagree 0 Votes

Sears Home Services - Does not honor service contracts
Sears Home Services
United States

I purchased a service contract for my Thermador oven in Feb 2010. When I called for service they told me they do not cover Thermador. They took my money in Feb but never intended to cover it. If I had not called they would have kept my money. This is not a honest outfit.
Ja
  5th of Aug, 2010
Agree Disagree 0 Votes
Same story, the tech didn't show and claimeds he did. I waited all day for nothing. The fourth appointment he did show up and fixed the orginal problem, and handed me a bill for $204.oo even through I was under warrenty. He re-canted . He dishwasher worked once and stopped. A call back and re-schedule to wait another week. Now I'm waiting another week for service. Sears has the WORLD'S WORSE SERVICE . They have just lost any future business from me.
Hd
  30th of Nov, 2010
Agree Disagree 0 Votes
Same story here. I scheduled an appointment three weeks in advance. Sears called twice, including the day of service, to confirm the appointment. I had to take off work and wait around during the scheduled window. No technician showed. I then called and was told someone would call back in a few minutes. I called three times and no one ever called me back. I fail to understand how they can opperate with such terrible customer service. To simply not show up or explain why the technician can't make the appointment is just unacceptable. Stay clear of this company if you value your time and expect to get any type of service.
Ju
  15th of Dec, 2010
Agree Disagree 0 Votes
This is a doozy. I requested repair for my LG TV, told them it was the Xsustain board and wanted to make sure they had the part. They said Yes and if they didnt they would return with it free of charge. The guy arrives doesnt open TV but claims Im right its the Xsus board, he calls his office and then tells me they dont have access to that board anymore, but they will give me a estimate on a LCD panel for $1600! I said "why would I pay that for a five year old TV and why would I pay that when its not the correct part?" He got nervious and said well I still have to charge you for service call because your refusing the estimate. REALLY??? OK BUt Ill tell ya what, Ill dispute it then tell everyone how you rip off people into paying your service charge by making a huge estimate, on a pretend part just to charge me a service call, NEVER AGAIN!!!
Se
  2nd of Feb, 2011
Agree Disagree 0 Votes
Literally has the exact same experience today as some of the other posters...scheduled appointment from 8-12 - tech didn't show. No missed calls, no calling card, no evidence of an attempted visit. Customer Services said they'd call back. No call. Called again...same story. Called a 3rd time (each call on hold for at least 20-30mins) and told we could reschedule for 1 week's time. Spoke to 'supervisor' who would not give me his name, or a call back number. When asked if he has a boss he said 'no'. Robotically repeated that the next possible tech appointment time was 1 week. WHILE STILL ON THE PHONE TO HIM I scheduled a new time for the following day. What an idiotic service. Terrible customer relations and truly damaging to cause people to take multiple days off work on the off chance that they may turn up. V frustrating experience.
Ra
  25th of Mar, 2011
Agree Disagree 0 Votes
The cooling unit in my Vinotemp wine cellar isn’t cooling properly, so I contact Sears Home Services as this is in a second home in Lecanto, FL. It’s fairly rural, and not many people service wine cellars. I make the appointment three weeks in advance, verify that they can service my unit (giving them the make/model/serial number) and make plans to take a day off work, drive two hours from my primary residence to my second home to meet the serviceman in a window from 8am to Noon. Sears had reconfirmed the appointment the day before.

Noon comes and goes, with no service tech and no call. After calling the 800 line (you can’t talk to the local people) I’m informed that yes indeed they do service Vinotemp units, but that the local technician canceled the appointment 30 minutes before the end of the service window... yet doesn’t even contact us. They have my email/cell phone. I try and call the local store but of course am unsuccessful as it’s routed to a national call center. From there they connect me to “customer service” (yet another call center). After being on hold for twenty minutes while they talk to the real people involved, they verify that they CAN’T service my equipment.

I’m willing to bet that the brand won’t be removed from the list of appliances they service. I’m also stunned at the callous manner of canceling the appointment with no notification. I won’t be using them again for anything...
Ju
  30th of Mar, 2011
Agree Disagree 0 Votes
I will NEVER use Sears Home Service again! I though that being "sears" that it was a good name that can be trusted. I had a refrigerator ice maker fixed by them and they completely lied about how much it was going to cost. When I arranged for the repair over the phone, they quoted me a price of $50 per hour for labor (or something close to that). When the technician replaced the part, I was charged $200 for labor on a job that literally took 5 minutes to replace! Unfortunately, my in-law was at the house and not me when the tech was there and he ended up paying the bill (he did not know that I was quote a much lower price), so I could not refuse at the time of installation. I called sears to get a refund (giving them the part back and paying them for their labor at $50 per hour), but they have refused to return any of my phone calls. Incredibly poor customer service once they have you money.
Bo
  7th of Apr, 2011
Agree Disagree 0 Votes
Had a Sears Service Technician come by to review an issue with my washing machine. Service call was $113 taxes in for them to come out. I had 2 Service technicians show up. they we're hear no more than 20 minutes saying that I need a new transmission and clutch which would cost in excess of $400 to repair the washer. Of course I declined, luckily a neighbor had experience in appliance repair and after spending$33 on a motor coupling, washer is back up and running 100%.

My advice, Sears takes the 100 dollars as a money grab for service and are in and out of your home as fast as possible, and with reference to the time span for a service call 8am to 8pm, plan to take a day off.

Rediculous...
Ro
  10th of May, 2015
Agree Disagree 0 Votes
I am extremely disappointed with Sears Home Repair services! I am demanding a full refund of the money I spent on my service call.

On April 6 we had a service call concerning our GE washer, purchased from Sears.
The service tech misdiagnosed the problem and gave an estimate of over $750 for the repair which I naturally refused. I had an independent service repair service come out and confirm that the problem was a broken mount on the inner basket and that it was covered 100% by warranty. He could not do the job since he was not GE certified.

I called Sears back and had another appointment set up to get the part numbers and get the warranty repair work done. On the day of the appointment "Mark" called and was extremely rude and unprofessional with my wife, he had her in tears. He also said he would not come to the house without receiving an addition service call payment. I complained to Sears and had to reschedule the appointment for which there was to never be a repeat charge. That appointment was on April 20th 2015.
The service tech which did come out was supposed to open up the back of the washer and get the parts numbers needed to order the warranty parts. He refused to do anything more than look at the machine while running and tell my wife that there was no problem, he even told her that the only thing she could do would be to video record the washer the next time it made the noise and that he would not open up the machine until he heard the noise.

To make this short, the repairs were done by GE themselves. Their tech came out, confirmed the inner basket mount was broken by observing that the basket was completely loose and moving back and forth - he never had to open the machine to determine that! He ordered the parts and came back and had the repairs done in 90 minutes.

What I've seen from the two Sears technicians is that they are both lazy and incompetent!

Sears needs to do the right thing here and refund the money I spent on the first service call since they accomplished absolutely nothing!!!

Robert
Ro
  11th of May, 2015
Agree Disagree 0 Votes
I am deeply disappointed with Sears. I spoke with a supervisor a few minutes ago and Sears refuses to refund the service call fee I paid, one which I received absolutely nothing in return. In short, I am paying for the laziness and incompetence of Sears technicians who are obviously not trained to do their jobs adequately. It's very disappointing that Sears does not stand behind their service and has no regard toward the satisfaction of its customers.

To put this matter into a perspective that anyone with some business sense can understand, consider the following please:

Over the past few years I have literally spent thousands of dollars at Sears. Nearly every appliance in my house is from Sears: 2 refrigerators, a freezer, washer, dryer, 2 lawnmowers including a tractor, several power tools and equipment, shop tools, even a chainsaw. To say I am or was a loyal customer is beyond question. Now with Sear's refusal to stand behind their repair service and poor customer service on top of that, they will loose a loyal customer and therefore loose thousands of dollars in sales in the future. All of this because of a refusal to refund what amounts to just a drop in the bucket. If this is Sear's business model, good luck in warding off bankruptcy in the future.

Without the simple courtesy of a refund for services not provided, Sears will never again get another penny from me!

Robert
Ro
  18th of May, 2017
Agree Disagree 0 Votes
I'm pissed-off!
Replaced the refrigerator last August with a $700 Sears Kenmore. Not a fancy unit with ice maker and extra bells and whistles, just a large, basic refrigerator & top freezer.
Worked great until this morning, noticed the light was off when I fetched the 1/2&1/2 for coffee.
Checked the bulb, it was OK. Checked the dedicated circuit breaker in the main panel, it was tripped. Reset the breaker, still no light but the refrigerator appeared to start, I instrumented the fridge and found the freezer getting down to 4 degree F and the fresh food area running between 34 and 39.9 degrees F.
Concerned about the light not working and the tripped breaker, I call Sears Home Service for a warranty service appointment.
They gave me a date of May 25!!
I think the fridge is basically running, but where's the 24/7 service they claim to offer?
Looking at the service manual, I see a circuit board that runs the lamp, compressor and defrost heater, that is very suspect, will it fail completely? A shorted defrost heater might explain the tripped breaker, but why am I troubleshooting a product under warranty with advertised 24/7 service.
The house is full of Sears Kenmore appliances, but no more, going forward I'll look at Aitoro or some other local appliance dealer with a good reputation and pay a little extra.
Ro
  18th of May, 2017
Agree Disagree 0 Votes
Do yourselves a favor. Boycott Sears they'll be out of business soon anyway.
Ju
  28th of Mar, 2018
Agree Disagree 0 Votes
This is the first time I've had a horrible issue with Sears Home Services!! They sent a technician out to repair my refrigerator ice maker, the bill was $325.63 and the technician billed me TWICE!! I can't get Sears to acknowledge this and refund the other $325.63 to my account and my financial institution is telling me I have to get Sears to do this!! I'm FURIOUS!! I WILL NEVER DEAL WITH SEARS AGAIN! Especially NOT SEARS HOME SERVICES!!!
Ro
  29th of Mar, 2018
Agree Disagree 0 Votes
They (Sears) are rapidly going out of business, don't waste your money on them.
Aw
  5th of Apr, 2018
Agree Disagree 0 Votes
I bought a microwave in k mart and does not work . they would not replace it because the store is closing . even do the company is not. I very disappointed with the company. I will be tell any body that will listen not to do business with them.No wonder there are so may store closing .

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Sears Brands Logo Sears Brands
Customer Service
Overall Satisfaction Rating

1990 Reviews
3333 Beverly Road
Hoffman Estates
IL
United States - IL60179
+1 847 286 2500
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