Reviews
Zero stars!! Absolute fail! I received a scratched door and the replacement door came dented. So the Technician, ordered a new door and rescheduled the appointment. When he came back to install the new door, he not only left parts off, but left both doors in my garage and said they don’t pay me to take the doors with me. So when he left, I Noticed that When I opened the Refrigerator door, it never stopped. It slammed up against my cabinets. The technician had left some parts off At the top and at the bottom of the refrigerator door causing the door to open completely. not only that but the door does not line up so at the bottom, I can feel air coming out. It makes absolutely no sense. This was an absolute fail. I’ve tried to contact them, but I was given no card no information from the technician and nobody has responded to my text messages and they never gave me any information because this was done through The home builder. This was only one month a brand new home. I’m so over this and buying a fridge from Costco!
ZERO stars. Wasted my time and money and they won't issue a refund. I had Sears out to repair my refrigerator and paid a diagnostic fee of $153.04 139+tax. Jordan and Dave trainee told me I had a bad evaporator fan and quoted me $961.44 to repair it. They didn't even pull out the fridge to look at the back. An evap fan is easy to replace, so I declined their repair and bought it myself for $103 and put it in. Except the fridge still didn't work. I had another company come out, who performed an actual diagnosis, determined the main board was bad and replaced it. That actually fixed the issue. I have called Sears 3 times since then trying to get a refund for the diagnostic fee. The first time the CSR, Nia, told me she successfully submitted the refund request which would go through in 14-15 business days. I never got the refund. I called back and was told by Peter, "I'm being honest with you. There is no refund that has been requested for you." I asked to speak with a supervisor. I was told one would call me back within an hour. I never got a call back. I have called a third time. I asked for a supervisor. I was told one would call me back immediately. I know this is going to shock you: I'm still waiting.
The tech was fine, though he arrived at 12 instead of 1 as scheduled. Also, I had a really bad experience with the automated system! Got caught up in a chat loop, and no option for an actual person to help me!
The technician was really great. He diagnosed the problem with the dishwasher, made some recommendations and a route for repair. He also fix the light issue in the refrigerator. Over all service was excellent.
The rep was very nice and got immediately to work. I gave him the pkg for the parts to repair my washing machine. He had the machine fixed within minutes! I am quite impressed with the service provided and the speed he worked. Thank you Sears, I can’t remember his name but I appreciate the service he gave.
My experience with Sears Home Services was atrocious!!! I was without a refig for a month because of their either canceling the repair, rescheduling the repair, or radio silence about the scheduling ... while I took time from work waiting for a window of time and no one showed up. I was stuck in robot Customer Service and robot Chat session circular Hell. The replacement parts were delivered by UPS to my house weeks ago. I would receive scheduling notices by email and texts which resulted in technician no shows. Finally after weeks, I was able to get Escalation people who made my repair possible. The repair technician was professional and knowledgeable. He rated a 9 Star and not a 10 because he's not allowed to take away the old parts. Overall Sears Home Services earns a 1 Star even though they automatically get my money each month on time without fail.
Summary: Sears Home Service is the #1 worst service I have used I have used in my life. It charged for service and parts that never came and refused to refund. It is egregiously dishonest and unethical. What happened? I have a 2.5 year old Kenmore refrigerator not cooling on the fridge side freezer was fine. I called the number on the label on the fridge and was directed to Sears Home Service. First service appointment: 9/10 - a tech came and his diagnosis / repair was that we need to defrost the fridge and that's all needs to be done. Each defrost cycle took a few days, I did it twice and took about 1.5 weeks, didn't work. I paid $153.32 for labor not diagnostic fee that failed to repair. Have to call them again. 9/25 - another tech said the first tech mis-diagnosed, it was a fan that was broken. On the spot, I paid again parts-and-labor $554.13, and was told that I would receive update when part comes. waiting.. October came and no update Oct 15, I got email about parts delay Having paid a total of $707.45 and over 1.5 month later, my fridge is still broken. I called and a service rep said they will refund me everything. Of course they should. In fact, SHS owed me more from the time wasted. While I was expecting a refund, I got an nasty email from
[email protected] from Nicole P from the OPS Billing/Soc Team, quoting "After further review, only the diagnostic fee was charged. This fee is for a technician to review the unit and to provide a diagnosis. Diagnostic fee is non-refundable." I disagreed and replied. Of course, I hear no response from her or SHS as usual. Shouldn't be surprising at this point from such lousy business. I was just about to accept the fact that I just lost my $707.45. But in second thought, such poor experience needs to be made known so that I can help the community stay away from this company. It is the least that I should do. Help me spread the words. Avoid Sears Home Service at all costs.
This was the second time Amar provided service to my appliances. Both then and now ... today ... he was respectful, courteous, professional as a skilled, knowledgeable service technician ... and as a communicator. He effectively showed me how to check for additional reasons that contributed to the lack of drainage in my dishwasher, should I experience that problem again. His active and pro-active explanations were helpful and highly valued. He showed sincere concern for me as a customer and how to get the best performance from my dishwasher and oven. He was kind, professional, and worked efficiently. If I could give him 10 stars on this survey, I would.
The tech arrived onsite and performed his work in a timely and professional manner. He was informative and easy to work with. Thanks Curtis
Second times a charm. Technician is knowledgeable & professional, we’ll see if the part lasts longer this time…
