Repair Reviews
Showing most recent reviews from verified customers of Sears Home Services
Not good
Follow up appointment was 2 weeks out for a washer repair. New pump and board needed which had to be ordered but "HIS" next available appointment was 2 weeks out. Didn't make any effort to improve timing and was void of empathy for the situation. Did not try to do better or even offer to try to do better. Actually refused to do better even after letting him know I would contact home insurance provider to request a better time line. It was a "my way or the highway" type response. Obviously disappointed.
Justin M, Denair, CA
Customer service response - Dear Justin thank you for taking the time to rate your most recent service with Sears. We are sorry to hear you did not have the service experience expected. We appreciate any and all feedback from our members and will share your experience with our Service team.
Sears Home Services on October 25, 2023
Worst Home Repair Service Experience - Ever! Buyer beware!
Would give negative star rating if I could. This is my story…buyer beware Sears A & E Home Services a joint venture held by Whirlpool and Sears Holdings that performs mobile appliance repairs. What a horribly run service company. From the day I called (9/11/23) my home warranty company to the day my minor issue was repaired (10/23/23) by A&E Factory service it was a living nightmare. I waited 2 weeks from the request call for a technician to arrive. Typical 4-hour service window, 8-12p. The tech finally texted at 1:20pm to say he would arrive within the hour. He finally showed around 5:30p. After asking me for all the same info & all the same diagnosis questions I had provided both AHS/America Home Shield (warranty company American Home Shield) and the Sears factory service remote tech that scheduled the service the field tech determined that the call had been set up as a cash collect service and not a home warranty call. Seems there had been no record of the information or photos I had provided to AHS or A&E Svc to the tech's software app on his phone. Important note: I had already called the manufacturer of the double wall ovens, Bosch, who had determined with 98% certainty that it was the control module/control board. I provided this information to the on-site technician. After being on-site for 90 mins trying to sort it out and source a part for which he wasn't sure of the diagnosis – he said he had to cancel the call. Although based on the information I gave him from my call with Bosch, he thought he had a diagnosis & found the part that could likely fix the issue, he couldn't order it or complete the repair until a properly set up service call was created in his app. I would have to initiate another one the next business day with AHS to ensure it was correctly received in the A&E system as a warranty repair ticket so the customer wasn't expected to pay in cash. The next day I called AHS to convey the whole blunder on their part, to which they
CKay, Pleasanton, CA
Customer service response - We apologize for the difficulties your recent service has caused. We appreciate any and all feedback from our members and will share your experience with our Service team.
Sears Home Services on October 25, 2023
Refrigerator repair quote.
Very disappointed when asking to give a quote for the repair of the refrigerator. Did not give the total amount only the cost of the items they would be replacing to fix. Sears home service was not helpful at all. We will never buy again from Sears.
Kimberly D, O Fallon, MO
Customer service response - We are sorry to hear that you did not have a positive experience with Sears. If you would like us to look into your situation further, please email us at HomeServiceReviews@transformco.com with your name, address, and phone number associated with your account. Thank you.
Sears Home Services on October 25, 2023
Lazy and Rude
I had Shawn come out to my property to diagnose my fridge. I was his last service call of the day. He said "there's bugs and it looks like someone tried to make a repair before". He mentioned that some lights were missing which wasn't true and I have pictures. He was there for less then 10mins and he never mentioned his name. He took my fridge apart said he couldn't fix it. Then, proceeded to put everything back incorrectly. My wife sent me pictures of him not putting everything back. If I could leave pictures I would. He was also extremely rude to my wife and her brother. I understand he's a contractor, but some professionalism shouldn't be too much to ask for.
Gabriel O, Hughes Spgs, TX
Customer service response - Thank you for taking the time to rate your most recent service with Sears. We are sorry to hear you did not have the service experience expected. We appreciate any and all feedback from our members and will share your experience with our Service team.
Sears Home Services on October 25, 2023
He broke my dryer vent hose
He fixed the dryer, but broke my dryer vent hose. I had to get a new one and replace it, which was a big frustrating pain! I have asked for a partial refund.
Summer B, Kent, WA
Customer service response - We apologize for the difficulties your recent service has caused. We appreciate any and all feedback from our members and will share your experience with our Service team.
Sears Home Services on October 25, 2023
No show
Sears was supposed to come last Thursday. The timeframe was 8am -5pm. No one ever showed. There is no one to call you just end up in the automated circle of death.
Martin R, Vero Beach, FL
Customer service response - Thank you for taking the time to rate your most recent service with Sears. We are sorry to hear you did not have the service experience expected. We appreciate any and all feedback from our members and will share your experience with our Service team.
Sears Home Services on October 25, 2023
Bad customer service
Technician Josue B. Was a no show for the 6th time.
Robin N, Melbourne, KY
Customer service response - We apologize for the difficulties your recent service has caused. We appreciate any and all feedback from our members and will share your experience with our Service team.
Sears Home Services on October 24, 2023
Terrible experience
Refrigerator was not fixed, installed part and did not fix this.
Shawn V, Sunbury, OH
Customer service response - We apologize for the difficulties your recent service has caused. We would like the opportunity to look into this to see how we can better assist. Please email us at HomeServiceReviews@transformco.com. We look forward to hearing from you.
Sears Home Services on October 24, 2023
Refrigerator repair
Mark, although very capable, with A&E was unable to repair because refrigerator had already been repaired by Mike's Appliance. This repair has been a nightmare resulting in me canceling my Sears Home Warranty. Mark initially evaluated problem and ordered parts on 9-22-23. An appointment was made for 9-29-33 to repair refrigerator. No one with A&E called or showed up. I called (45 minutes later) and no one was able to accommodate this appointment. Another appointment was made for 10-6-23. (2 weeks later) Again, A&E did not call or show up. I called, again, after going thru several prompts on the automated system, one hour and 20 minutes later, I was able to change the Repairman to Mike's Appliance. Mike's Appliance arrived on time and repaired my refrigerator on 10-13-23. Additional parts were needed, so I am still waiting to have my repair completed. I received another automated notice of an appointment for today. I assumed, it was too install the additional parts needed by Mike's Appliance. Instead, Mark with A&E arrived to make original repair. I contacted Mike's Appliance, again. Mike's Appliance has informed me that they are waiting on the parts and will call when available. This refrigerator is in second home and I must drive 2 hours to make these appointments. To date, I have wasted my time, not to mention the fuel needed to make these trips, 3 times. I would never recommend A&E or Sears Home Warranty. This is the worst service I have ever received. Terrible communication between A&E and Sears. No communication with me, unless it was initiated by me. Very unsatisfied.
Vanessa S, Rockport, TX
Customer service response - Dear Vanessa thank you for taking the time to rate your most recent service with Sears. We are sorry to hear you did not have the service experience expected. We appreciate any and all feedback from our members and will share your experience with our Service team.
Sears Home Services on October 24, 2023
Incomplete
The technician thought he fixed the burner, but it is not fixed. It goes out after 10 seconds and stays out.
Frank S, Henderson, NC
Customer service response - Dear Frank thank you for taking the time to rate your most recent service with Sears. We are sorry to hear you did not have the service experience expected. We appreciate any and all feedback from our members and will share your experience with our Service team.
Sears Home Services on October 24, 2023
