1601 Arden Way Reviews
Showing most recent reviews from verified customers of Sears Home Services
Raul R
NOTE: Technician was a 5! Sears, the company, needs to reassess their use of AI to field requests and any follow-ups. My address and reason for service were both listed incorrectly on order, and there was no way for me to correct either one. Most likely will NOT use Sears again for HVAC maintenance, it isn't worth the frustration created by over-reliance on AI. How about programming an option for "maintenance" in the reason for service??? How about programming an option for verifying that AI bot recorded address correctly??? UPDATE: I attempted to call the no. in the response. That no. connects to the same AI bot that created the issue; NO opportunity to speak to a human :-(.
Customer service response - We apologize for the trouble you've faced, Raul. This is not the experience we want for our customers. Please contact us at searshomeservices.com or call 1-800-469-4663 so we can assist you further. Thank you for your patience.
Sears Home Services on May 14, 2025
Steven L
I’m gravely disappointed by the “bait n switch” methodology utilized for a simple Kenmore dryer repair. Had I known the final price tag would jump to a staggering $352 - I would have opted to purchase a brand new dryer! It started at $127 - added another “$50 for the part”. And then I was shown a price for $299 on a phone screen. I was shocked when I was asked for final payment. It was ridiculous and absurd a price to pay for 35 minutes of work.” And a single part replaced.
Customer service response - We're really sorry to hear about your experience, Steven. This isn’t the service we aim to provide. Please send us an email at BRS3@transformco.com with your information so we can help resolve this for you. Thanks for giving us a chance to make it right.
Sears Home Services on April 29, 2025
Patty M
The technican claimed I wasn't home, he was never here. He never knocked at the door. This is my 14th appt to get a washer fixed, the 14th time I've waited for 4 hours. My machine is now only half fixed. I'd give a 0 rating if it was possible.
Customer service response - We apologize for the trouble you've faced, Patty. This is not the experience we want for our customers. Please contact us at searshomeservices.com or call 1-800-469-4663 so we can assist you further. Thank you for your patience.
Sears Home Services on March 12, 2025
Khaled A
Technician didn't show up to the appointment, rather asked over the phone to send pictures in which he ordered the part. He ended up ordering the wrong part. I wasted 21 days with a broken oven!
Customer service response - We apologize for the trouble you've faced. This is not the experience we want for our customers. Please contact us at searshomeservices.com or call 1-800-469-4663 so we can assist you further. Thank you for your patience.
Sears Home Services on January 20, 2025
Teresa P
I had an appointment Monday from 8:00 to 12:00. No one showed up. Then they rescheduled it for Tuesday from 8:00 to 12:00. With no calls the technician showed up at 1:10 with no explanation as to his lateness. Then charged $ 50 extra to clean the dryer which amounted to a 30 second vacuuming of the dryer. When he was finished he left a mess for me to clean up.
Customer service response - We apologize for the trouble you've faced, Teresa. This is not the experience we want for our customers. Please contact us at searshomeservices.com or call 1-800-469-4663 so we can assist you further. Thank you for your patience.
Sears Home Services on November 21, 2024
Cynthia D
UPDATE. I had to update my review to include the customer service experience before the technician. Both technicians who came out - the initial appointment to see what was wrong, and the technician who did the work - were kind, knowledgeable and efficient. When the initial technician put the parts order in he first checked if the parts were available. They were not, so he ordered them. He said they would take awhile to get to us so we scheduled about a week out. However, we received one part the next day and the other two within for days. I waited for the schedule service appointment but no one came. When I called Sears, I was told no technician was assigned as their system showed that only one part had come in. I told them all parts came in so they said they "updated their system" and scheduled service for the next day. Same thing occurred the next day. No once came out. I called again, they told me the same thing, and scheduled for the next day. Again, no one came out. I tried to find how to contact someone other than the call center but was not successful. Then the next day, I get a call from a scheduler who said our tech had to go home sick and would come out the next day. No one communicated with me that we were scheduled. Nonetheless, the tech called while on his way and verified we had the parts.
Customer service response - Thank you for your 5-star review, Cynthia! We're glad to hear that our technician was kind and efficient.
Sears Home Services on November 19, 2024
Genoveva M
I would give 0 stars if I could, absolute worst experience with this company. My washer has been broken for a YEAR and has not been fixed. I've had so many problems with technicians not showing and getting messages that the tech came and finished the work. So many problems that the packages were delivered to my home when the tech would tell me the parts were delivered to his company. They don't listen to you, blame that the parts missing are your fault and the techs are unprofessional as they are always on personal phone calls when working. My washer is still broken but I'm done with their services as all they do is waste your time.
Customer service response - We apologize for the trouble you've faced, Genoveva. This is not the experience we want for our customers. Please contact us at searshomeservices.com or call 1-800-469-4663 so we can assist you further. Thank you for your patience.
Sears Home Services on October 13, 2024
D W
Worst service ever
Customer service response - We apologize for the trouble you've faced. This is not the experience we want for our customers. Please contact us at searshomeservices.com or call 1-800-469-4663 so we can assist you further. Thank you for your patience.
Sears Home Services on August 27, 2024
L K
Sears didn’t come to my home. My signature is forged
Customer service response - We apologize for the trouble you've faced. This is not the experience we want for our customers. Please contact us at searshomeservices.com or call 1-800-469-4663 so we can assist you further. Thank you for your patience.
Sears Home Services on August 21, 2024
Sandra L
I had a scheduled appointment for 8-12 waited all morning and technician didn’t come. I was contacted and told he would arrive around 1:15 and I needed to pay the $100 deductible. I advised him the fee was taken by Sears when they made the appointment. He advised his paperwork showed he had to collect the deductible or couldn’t perform the work. I told him no problem just come and I would contact Sears. He said he would come between 2:30 and 3:00. I contacted Sears and was advised that the technicians are not to collect any money from the warranty customers as they were having issues with records of service not being found so they collect the deductible when the service appointment is scheduled. When the technician called back to say he was on the way around 4:00. He advised he’d spoken with his manager and was told if I didn’t pay the deductible upon his arrival he wouldn’t be able to service my refrigerator. I assured him I just needed my refuser iced and I would gladly pay him the deductible and deal with Sears and my credit card company separately. As I did not feel I should be stuck in the middle and in need of service. He agreed to come and advised he was across town and would arrive at 4:50. In the meantime I made my sixth call to Sears and they stated they were escalating it up so the company could be contacted and advised the deductible had already been paid. I got a message from Sears advising the technician was on the way. I received a call from the technician at 5:15 advising very rudely that he was not coming. I then received two invoices stating the customer declined to pay the deductible. I’m very dissatisfied with the lack of service and despite my asking for his supervisor’s number and being told he was not allowed to divulge that information. Frustrated customer who was billed twice from Sears for the same service request and denied service despite being willing to pay him the deductible and get it straightened out. Sears however, acknowledged there billing error as the same request was entered twice, they issued a credit for the extra charge. I am not waiting for another appointment to get scheduled.
Customer service response - We apologize for the trouble you've faced, Sandra. This is not the experience we want for our customers. Please contact us at searshomeservices.com or call 1-800-469-4663 so we can assist you further. Thank you for your patience.
Sears Home Services on August 21, 2024