“Customer service is horrible. Staff does not understand. I have been waiting on a part for 6 weeks. Now they are telling me the part is not in stock. In the meantime my refrigerator is not working. Worst experience ever. By the way I still do not have the part. First part shipped to a wrong address supposedly.”
“I have had it. Our oven is almost 20 yrs old. It stopped working. They have been scamming, lying and pretending that they're going to find the part. I specifically said to the person that need to stop lying to me because we both know they don't have the part. The tech who came to repair it said as much. They take your money and now they don't want to honor their agreement. They promise to call, never call and then stall some more. I'm only keeping the agreement so I can hold their feet to the fire because I'm ready to sue them. We need to band together and DRAG them.”
“It took 2 weeks before someone came out to look at my range. While they were here, they ordered the part. The part never arrived after 21 business days. I had contacted them several times before and after the service tech was supposed to come out and install the part. They said they would send the message to the warranty department. I never heard back from them so I had someone else fix my range. When I called back after my appliance was fixed, I tried to get them to refund my $100 fee. They refused to do so since the tech came out 1 time. Their customer service is horrible.”
“Sears Home Service $165 Diagnostic fee Scam!
I scheduled an appointment to repair my GE Dryer in Hempstead, NY and explained the issue was the timer needs to be replaced. The Sears representative on the phone that the cost for the visit is $165, however, the charge will be applied towards the cost of the repair not including the part. The service order number is 42284870.
On 4/3, the Sears tech showed up and confirmed the issue was the timer but stated the labor cost is always a minimum of $350 to $400 not including the part. The cost of the labor plus the part would then exceed or equal the cost of buying a new one. I explained to the tech that the Sears Customer representative never stated there is a minimum labor cost to repair equal to $350 to $400 not including the part, and if I was informed of this information, I would not have booked the appointment.
Sears Home Services should credit the charge of $129.71 since they are withholding information on what the base labor charge is to customers which is critical to making a financial cost effective decision on whether to book an appointment that has a $165 fee. The tech spends less than 5 minutes at your home, before they tell you the excessive base labor charge of $350 to $400. Hence, they are making $165 for less than 5 minutes of work which is a scam if done in the aggregate and multiple homes are done in one day.”
“Sears is the worst company to buy, I have purchased 12 units of one item in their platform and received only 2, they didn`t solve the issue with the Seller of their platform. I strongly don`t recommend purchase on their website, this include Kmart, as well. Didn`t received my complete order and they said they couldn`t procced with the balance of the order, how come if they still selling the same item at the platform.”
“Sears is a ripoff
They take money and don’t follow up to make sure customer satisfaction
I feel like law suit should be filled against them and that’s what l plan to do
We only making them rich and that’s what they want”
“Worst home warranty out there!! I’ve been waiting for over a month for parts, after the initial two week wait for a technician! I’ve been over 6 weeks without a working refrigerator, every time I call I wait 20 min only to get transferred. I am on my 3rd person so far and still holding, one hour and counting”
“i have a G.E diswasher, purchased a little less than 3 y.a. for 700+ dollars. A part, "dishwasher vent bezel" worth 24$ had come unscrewed and some minor water damage had occured. The part also melted beyond use when it fell during a wash cycle on a heating element.
I diagnosed, before the repairman came in that this was the problem, but we live in a condo so there are other residents that might be effected if i was wrong. So we called Sears and they came out.
The repairman, opened the diswasher, my wife had already shown him the part, and confirmed that that was the problem. He said he would order the part, and return in a week to install the part, and there would be no charge for the return. He was in our home less than 15 minutes.
Our bill included $315 dollars for labor and $50 for a dishwasher cleaning. Total bill with part and taxes was just shy of $400.
i can't believe the audacity of Sears to do this, and believe they will get buy with it. We have called our credit card company and stopped payment on everything beyond the original $139 to have the repairman come in to diagnose and remedy the problem.
I will Never, NEVER recommend sears service to anyone, and they will never, NEVER get any other business from me.
Shame on Sears for believing they can do this to hard working, service paying customers.”
“I cannot even begin to explain how horrible the customer service is that we have received over the last 2 months. We started this process in March and since then have had 12 missed appointments. Every time we called customer service they promised and guaranteed that we would get calls from dispatch, calls from the tech, calls from a supervisor and never did we get a text or a call or even an email. I would NEVER recommend Sears repair to anyone, not even my worst enemy. Over 2 months to repair a dishwasher is absolutely ridiculous. Worst customer service ever!!”
“I have found that Sears Home Warranty lies and is untruthful. My initial appointment had them ordering parts and scheduling a service for 5/14. However, the appointment was pushed to 5/20 to allow the last part to arrive. On 5/20, the tech said it was a two-person job and the second tech called out that day, so I had to reschedule. This was a manpower issue since all parts were delivered, confirmed by a visual inspection on 5/20 by the tech.
I rescheduled for 5/23, and it was confirmed in their system. However, I didn't receive emails or texts like I did for the previous two appointments. On 5/23, I spoke with an agent through chat who said my appointment was not initiated because parts were still on order. Despite having visual confirmation and an appointment window on their site showing parts were ordered and delivered on 5/14 for the rescheduled 5/20 appointment, now they claimed parts were still pending for 5/23 and that’s why they didn’t schedule the crew today. So why was the crew scheduled for the 5/20 appointment Additionally, I kept the appointment status on my screen, refreshing it regularly to monitor the package deliveries as they came in. I checked it yesterday and today (5/23), and it showed my appointment for today with all parts delivered. However, sometime between 8am and 9am, it changed to show parts on order again. Despite this, the chat agent confirmed the parts were delivered but still claimed today's appointment wasn’t initiated due to pending parts delivery. This contradiction further highlights their dishonesty.
The chat agent avoided answering how the previous appointment was initiated if parts were not delivered, and yet they scheduled another appointment for tomorrow night, claiming parts had been delivered. This inconsistency shows they are lying and misleading. It appears they rely on people not inquiring too deeply. I strongly advise against doing business with these scammers.
Recommendations for Future Customers
Based on my experience with Sears Home Warranty, here are some recommendations to consider:
1. Keep Detailed Records: Document every interaction, appointment, and status update. Take screenshots of appointment confirmations, parts deliveries, and any changes in status.
2. Verify Information: Regularly check and refresh the status of your appointments and parts deliveries on their website. If there are any discrepancies, document them immediately.
3. Follow Up Diligently: If your appointment is rescheduled or canceled, follow up immediately to understand the reasons. Verify if it is due to manpower or parts delivery issues.
4. Ask for Clarifications: When speaking with customer service agents, ask for specific details and clarifications. If their answers are vague or contradictory, escalate the issue.
5. Escalate Issues: If you encounter inconsistencies or untruthful information, request to speak with a supervisor or escalate the matter to higher management.
6. Consider Alternative Providers: Given the dishonest practices and poor service, consider looking for alternative home warranty providers with better customer reviews and more transparent processes.
7. Share Your Experience: Inform others about your experience to help them make informed decisions. Leave detailed reviews on consumer websites and forums to increase awareness of the issues you faced.
These steps can help you navigate the service more effectively and hold the company accountable for their actions.”
“I have order a part though my protection agreement before it expired I contacted them three times and was told I would get a confirmation and didn’t receive one in the 24-48 hours after contacting them contacted again was told the same thing again I contacted them 72 hours ago they told me again to check my email for update still nothing i would never purchase any type of warranty or protection agreement from Sears they poor customer service and are not helpful to solve this matter”
“I don’t believe you guys care I ordered a carburetor three weeks and it’s still not here and you guys said it was in stock.I’ve been lied to twice.i could of bought somewhere else and my part two weeks ago.send me my money back.Garland”
“DO NOT PURCHASE!!!!!! This is a scam. I have been paying for this service for six months. My refrigerator is not working. I had a technician come out evaluate and ordered parts for repair. They said the technician cannot come out until I receive the parts. It has been five weeks at least eight phone calls asking where are the parts. They tell me to be patient. I asked to speak to a supervisor, they said they will give me a call back. It has been three days, no call. I paid a deductible of $100.00 plus the $56.00 a month. My food is spoiling and I cannot get anyone to actually help me all I get is be patient. I am on hold as I write this review to cancel this horrible program. I could have used the monthly payments and deductible to get a private appliance repair service to fix this. Sears is not at all what it used to be. I DO NOT RECOMMEND this service protection.”
“U90B1 motors are available as are ALL MOTORS sold with a UL label on the Appliance. No motor goes Obsolete. ANSI is the law of the Honest land. Not a place you find LAZY Sears mechanics that will LIE and steal your money. My money is hard earned Honestly not stolen by people who accomplish nothing. I'd be damn rich but Integrity is the most expensive thing in the world!! Please fix my neighbors Downdraft....Lazy!!”
“Warning everyone! Do not do business with Sears!
Horrible costumer service. Master protection plan is a SCAM! 3 month waiting for Resolution on kitchen appliance repair/ replacement ! Unable to cancel the contract and get a refund. Nightmare!
Unfortunately had the protection plan with Sears for almost 10 years ,and when needed the service, was very dissapointed.”
“I bought my grandson a pair of boots and never got them and cannot get hold of a human being to find out what happened. This is a typical scam and I fell for it,so I’m the sucker. What at one time was the best retail store in the nation has succumbed to scammers to make a buck.
It is truly a Cinderella story in reverse.”
“Absolute nightmare that has lasted over twelve weeks and is still going. I've made over 73 calls, with wait time totaling seven hours forty minutes. Issue STILL NOT RESOLVED. Appointment set by Sears, but no-one showed up. Missed a day's work but they don't care. Washing machine misdiagnosed and so not fixed. Ten agonizing weeks to get it resolved. Sears is a THIRD WORLD company operating in a FIRST WORLD country. My advice. NEVER EVER USE SEARS.”
“I fully understand why Sears is reduced to what it is. I will never use them again because it's all online which means delivery and their deliver is worse than one star. Didn't show up the first two times. Then tried to show up twice without anything being arranged calling in the morning saying, We are on our way we'll be there within the hour. Doesn't matter that I called Sears three times letting them know I have a renter need 48 hours notice. Now I'm losing rent because we are a month out and I can't rent without them.”
