Repair Reviews

Showing Most Recent Reviews From Verified Customers Of Sears Home Services

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Total reviews

161.2K

Average Rating

4.8/5

Maintenance

October 24, 2023

Overall rating

He never came to the appointment today. So far a bad experience I have so many bad experiences lately

Carlos G,

Ashburn, VA

Customer service response - Dear Carlos 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 1698184549926

Horrible service

October 24, 2023

Overall rating

If I could, I'd leave less than 1 star. On Sept. 12, 2023, we had an appointment to get our dishwasher repaired. We were instructed to have a window of 8:00 a.m. to 5:00 p.m. open. A nine hour window. Mind you, for six more appointments to have the dishwasher repaired, we were always told to keep that nine hour window open. First appointment, he arrived, assessed the situation, ordered parts and made a follow up appointment. Fairly reasonable, even though we had to shut off the power (Breaker box) and cut off the main house water. There is a shut off for the dishwasher under the sink, plus just plugged in. Second appointment he showed up and said we were responsible for removing the dishwasher, so refused to fix it. Another wasted day. Following week, we removed the dishwasher (two screws), unplugged it, and cut off the water. He replaced the part he ordered, fired it up and still didn't work. Had to order more parts. So, another appointment and another wasted day. Parts are installed and still not fixed. More parts ordered, and yet another appointment. Two weeks go by, waiting in our lovely 8:00 a.m. - 5:00 p.m. window for the fifth time and get a phone call that the appointment was cancelled and rescheduled for the following day, making it the sixth appointment. The following morning the tech showed up about 8:30 and still wasn't able to repair the dishwasher. The first two times he left such a mess on the kitchen floor, we had to use "Goof-off" to get it cleaned. Had to also give him a five gallon bucket and towels/rags, as he wasn't prepared. I can understand and deal with some issues, but the nine our window for each of the six appointments were unreasonable.

Juanitachar C,

Palmetto, FL

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 and provide us with your full name, service address, and associated phone number. We look forward to hearing from you.

Sears Home Services on 1698183487188

Disappointed in Sears Service

October 24, 2023

Overall rating

8/8/23 diagnosed it was the compressor and motherboard so ordered new/rebuilt ones. 8/23/23 went to the wrong house! Texted a picture of the house they were at and put "knock, knock, no one was home…" and made me reschedule because no one would answer their phone even though the text said to call. 9/7/23 installed parts, didn't wait long enough to see if it would work. Never worked! Had to reschedule again for 9/25/23. No one showed up again…rescheduled appt for 10/4/23. Once again, no show, they rescheduled again for 10/23! My husband, luckily knowing something about fridges, kept questioning things the tech was doing and he did several thing he DIDNT do the first time. Also, the motherboard was bad again so installed a faulty one the first time. This is a vacation home so we were driving 6 hours every time for the 3 appointments they didn't show up/went to wrong house and rescheduled on us! Also sat there from 8 to 5 each time waiting on them because most of the times it was after 5 or close to it before we found out they were rescheduling! So, for almost 3 months we had no working fridge. We called, I don't know how many numbers trying to reach someone to speak with and we're passed on and on and on. Never did we speak to anyone that could help us. We were just told to go online to reschedule! We did not want to reschedule. We had made the trip as we were told the tech would be there! I might mention the very first visit the tech told me I should just buy a new fridge! This fridge is like brand new and is Sears top of the line. It was even still under warranty. He even told me it wouldn't cost me that much to just buy a new one! This was the worst experience I have ever had and I will never buy another Kenmore product in my lifetime! The service was beyond horrible!!

Debbie G,

Rockport, TX

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 1698270358770

Appointment

October 23, 2023

Overall rating

I was not pleased after having set this up for the 3rd time, I also got 3 text messages telling me my appt was set for 8 to 12 . Then I get a call about 8:45 telling me they are behind in repairs, when they don't even start that early and can't come till after 1pm…told them I was not happy, but because I needed my fridge to be fixed, I changed my schedule to be home the whole day. They didn't show up till almost 3:30.. Someone needs to do a better job at scheduling.

Linda G,

San Diego, CA

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 1698183461782

The mystery of the selfish ice maker.

October 23, 2023

Overall rating

I called to have my ice maker repaired. It was making ice but not dispensing. The repairman cleared out and emptied the receptacle. So far so good.e Later this evening I tried to get ice and the ice maker made ice, grinding noises but did not dispense any ice cubes. I have rescheduled an appointment for Friday the 27th.

Marie M,

Raleigh, NC

Sears Home Services on 1698183383864

Poor service

October 23, 2023

Overall rating

He left a mess in the room, and now the dryer doesn't work at all. It had power before he was here. Now it doesn't.

Danielle D,

Bellingham, MA

Sears Home Services on 1698183389085

Terrible

October 23, 2023

Overall rating

Terrible experience. I cannot believe companies operate like this. Such a shame.

Adult,

Northern VA

Sears Home Services on 1698183362795

Washer still not spinning

October 23, 2023

Overall rating

Mark replaced the part, told me my washer was working. I asked if we could try it and he said he did. I asked for his phone number to call him back if it didn't work. He said the other guy diagnosed the problem and he knows what he is doing. I ran a short load after he left. Washer filled but did not rotate to spread the water and then was stuck on wash. I moved the dial to drain and spin. It drained but did not spin. I'm not happy!!!!

Donald L,

Cameron, TX

Sears Home Services on 1698183332772

Washer repair

October 23, 2023

Overall rating

Had the repairman come ,he diagnosed the issue,then left and washer does not start,asked him to come back he said he is busy,very dissatisfied with repair not being checked to make sure it worked before leaving residence

Debbie S,

Richmondville, NY

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.Are you currently still having issues with the Unit? If so we can help set a new service appointment, please email us at HomeServiceReviews@transformco.com .

Sears Home Services on 1698107347614

Terrible Service

October 23, 2023

Overall rating

This has been one of the most aggravating appliance repair responses I've ever had. After making the request to American Home Shield, I got a call from Sears wanting details. I explained the situation (freezer not freezing) and provided the model number so ostensibly the repair person would be arriving with the required parts. So far, so good. The Sears tech arrived on Tues, took a quick look and some temp measurements, and said he needed to order parts. That was a bit frustrating, since he knew before he got there what model we had. He ordered the parts, said they would arrive on Thursday, and he'd be back on Friday to do the repair. At some point on Thursday, I got a robocall saying I needed to call back confirming we received the parts, even though SEARS provided US with the tracking numbers, and had to know they'd been delivered. When I called back, it was an automated response system, with no option to confirm the parts arrived - only an option to cancel or reschedule the appointment. There was also no option to talk to a live person. I tried using the "chat" feature on the Sears website, but that was an automated response system as well. At one point, I was given the option to chat with an agent. I chose that option, and was only provided the same options - cancel or reschedule the appointment. No agent joined the chat. I looked all over both the American Home Shield and Sears websites for a number to call where I could talk to a live person. There was none. The next day (Friday) we waited, but of course there was no contact from Sears, and nobody showed as promised on Tuesday. I ended up having to reschedule for the FOLLOWING Friday, which meant we had to go a week with an inoperable freezer. The two guys who showed up the following Friday did the repair quickly, so I have no beef with them. We were fortunate to have a spare fridge in the garage, but this was frustrating beyond belief. I cannot recommend Sears at all for repairs, and

Robert R,

College Park, MD

Sears Home Services on 1698098136908