4570 N Oracle Rd Reviews

The repair itself was fine. I had an additional question for the technician and cannot get through to a "live" person to request a call back. Stuck in proverbial AI assistant mode! This is unacceptable customer service. So, I would not recommend using Sears Home Repair Services

-Technician Did not show up for original scheduled service time between 8:00-9:00 am, I rescheduled a second time and showed up at 1:00pm, diagnosed washer and quoted over $500 for parts and labor, terrible service, just went and bought new washer for $350, thank you.

Updated response on 7/18: This insincere, generic response from the business below just confirmed its complete lack of customer service. In fact, there is no place to file a complaint on their website, and the phone number was always answered by Samantha, their AI chatbot, who won't take filing a complaint as an option and refuse to connect me to a live person. They have my phone number and email address on the order. If they care a bit about customer service, they would have directly contacted me instead of posting this insincere response that essentially stating "we don't care". Customers be aware!! Original Review: I would give zero star if allowed. I bought the Kenmore Elite refrigerator refrigerator from Sears, so when it stopped working normally, I followed the manual and call the Sears Home Services. This turns out to be a big mistake. The technician William (from Marana, technician ID: 0030788) came to my house this Wednesday morning, July 16, 2025. I showed him that while the freezer section works fine (see image from his device below after unplugging the power for one hour), the fresh food section of the refrigerator is too warm at around 60 degrees, and confirmed with him that this is for diagnosis only and no repair will be done without my authorization. However, during the "diagnosis", he used a device to suck out the freon, then cut out a metal tube (see image below) without asking for my permission, he then claim the system is contaminated and the repair would cost $1800+, the same cost as getting a new one. I declined the repair and asked him to put everything back as before the diagnosis. He said he cannot put the tube back, unless I agree to the repair. Thus, the refrigerator goes from partially working (the freezer worked fine) to completely inoperable because of his "diagnosis"! And he had the skin to intimidate me to pay for the $129 diagnosis fee, although his "diagnosis" just killed the refrigerator!! What is worse, we have two full drawers of food in the freezer that will go spoiled, which he did not care. With the half-functioning refrigerator before his "diagnosis", at least the food would have lasted until the new refrigerator is delivered several days later. This is the worst experience I ever had with a company's service ("dis-service" is more appropriate here)! My daughter asked me why I still paid him the diagnosis fee despite the dis-service. I told her that I did not want to mess with such a shameless technician (don't know what damage he would do to my house). I just filed a complaint with Better Business Bureau (Service Order #: 12557390; Service Unit # 0007088). Bad business practices like this should not be tolerated. Buyer beware!!!

Not able to speak to a real person.

This is a disaster. After 1.5 months the problem is not resolved. First the diagnosis is the compressor. It took 3 attempts to ship the parts because Sears transmitted wrong addresses to UPS. Then for the first visit (I took a day of from work) the technician does not even show up. On the second visit, he does not have the tools to do the repair (another day of waiting wasted), on the appointment another technician shows up, tells us he is to late for a compressor repair, rediagnoses and says it is the icemaker, which cannot be repaired because the parts are no longer available. This is for a two-year old fridge under warranty. Let alone falsified customer signatures on repair estimates. This is almost criminal. Must be an April fool’s prank … we had an 8-5 time slot again and got stood up again. No technician showed and I lost another day at work …

They NEVER showed up!!

It took three visits over 15 days for the technician to determine that the lack of cooling in the Kenmore Elite fridge could not be fixed. The automated scheduling bot was frustrating, as there are no options to speak with a human being. The only way to speak with a human was to call in a “new service request”, not related to the existing one. Even then, the call-center experience was poor. No more Sears Home Services or Kenmore appliances for us.

THIS IS THE WORST COMPANY!!!!! They took apart my ac in JULY and then just left. I have been without AC for over a month and they have missed two appointment and just say they ordered parts. Their service is based out of india so you can't even speak to anyone local. NEVER EVER EVER WORK WITH THEM!!!! I am still with no AC and can't get anyone to my AC. They left my unit in pieces so I can't even get someone to come and fix it because how they left. I never leave reviews but this company is the WORST COMPANY!!!!!!!!

If I could give below zero, I would. The technician never showed up yet. I was watching the “Track Updates” (or some such thing) on the email I received regarding the appointment. First, the time was between one to five, then it switched to 3 PM, then 5 PM, then 7:30, then stating “technician arrived” at my home. I waited until 9 PM. Sears Home Services closed my file because it had that the technician had arrived and fixed the problem. So now I can’t even complain to Sears because the case is “closed” on their part. I am still without a refrigerator.

The tech, Mike P. was great. No troubles there. My biggest issue is trying to get a live customer service representative on the phone once the appointment has been made. One of the expected packages was delivered in a box that was horribly damaged and appeared to have been opened, and previously shipped. It was retaped yet tape was open when we got it. This was supposed to be a new part. We couldn't get anyone live at Sears Protect to advise us. This isn't the first time we have had this issue. On a different repair call we needed to speak to someone. I don't remember the exact issue, but nonetheless, couldn't get to a live representative. Seems this is a regular thing, the techs say they hear it all the time. I really do think you should remedy this. It causes all kinds of undue stress and anxiety. We pay $600 a year for the plan and deserve better service.