“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.”
“Our refrigerator stopped working on April 9th.
A technician from Sears named David Y came out on April 10th to diagnose the problem.
He said the compressor stopped working and ordered the part and set up a time on April 22nd to come out and do the repair.
I took a day off work because he said they would be at our house between 8am and noon.
Nobody showed up to do the repair.
I tried calling Sears but could not get a human being on the phone. The automated system indicated that we had an appointment open but after calling again and again I just couldn't get anyone on the phone.
This was one of the most frustrating experiences I have ever had and after being without a refrigerator or freezer for weeks had to call a different appliance repair company to get the repair done.
Terrible customer service.”
“The week of March 10, 2024, I contacted Sears about my dishwasher that wasn’t working. It was and is under warranty. They said a tech would be out on 3/22/24 to fix it.
On 3/22/24, a tech arrived who had no knowledge of fixing dishwashers. He spent 3 hours on the phone in my kitchen with his phone at full volume trying to find out from someone how to fix it. He as told on the phone that I did have a warranty on the dishwasher, then I didn’t (even though I showed him my paperwork), then I did have a warranty, then I didn’t….)He finally decided to order parts and rescheduled the repair to be done on April 5, 2024.
I subsequently got 2 e-mails saying the parts were unavailable.
At the same time I requested maintenance service be done on my other 4 Sears appliances. At that time I decided to renew the policies on those so that they were all until August of 2026.
I had told the tech on 3/22/24 that the handle on the door to the freezer on the refrigerator in the kitchen wasn’t tight and was wobbling and I wanted it replaced or fixed. He couldn’t fix it. He said he would have to come back again for that….
He came back again on April 5, 2024. He said the dishwasher would be replaced since the parts were unavailable but I would have to call and get it replaced. It was “above his pay grade” to help with that, even to give me a phone number to call. He again had done nothing about the door handle on the inside frig. He told me I had to call and order the part myself.
After that I called Sears at multiple numbers. It took me 2½ hours to even get to a person. The number on the bottom of the warranty form gave me a number of 1-800-4-my-home. If you punch in 4 for appliances it tries to sell you medicare. The person that I finally got ordered the part (or so she said...) It never was done. She also advised me that within 3-5 days I would be getting an e-mail about replacement of my dishwasher and to follow those directions. No e-mail ever came.
At the same time I noticed that they had a wrong model number for my outside refrigerator. I called warranty service who promptly changed both refrigerators to the same number. I corrected him and he changed one number back but I still had one incorrect model number. He informed me that he couldn’t do it that day and I would have to call back on Monday to do that. He had just done one. If he did one, he certainly could have done another.
When I called back on Monday to get that warranty number changed, he connected me to “Parts”. Of course, the door handle had never been ordered so it was ordered again. Because of my frustration with the technician who stated that any information he could give me to be helpful was above his pay grade, I asked for a different tech. I was told I would get a different one.
On 4/8/24 I called and talked to Molly. Again nothing got done.
I again called on 4/16/24 and talked to Russell (I find it interesting that they can never give you their employee number so there is no accountability.) He assured me again that a different technician would be coming on April 18, 2024. He also ordered the part AGAIN for the door handle, of which he could find no prior record that anything had been ordered in the past. He assured me that within 10 days I would have a response about the dishwasher to be replaced. I asked him how that worked. He told me I would only get a voucher for part of it (even though the entire dishwasher was under warranty) and it would be in the form of a voucher. I would have to go on sears.com and pick out a dishwasher. I asked him how I was supposed to know what they looked like if I could only see it online. He told me that I needed to take the model number off the web site, go to an appliance store, look for that number, and then go back online and purchase it from sears.com.
It has been 10 days. NOTHING has come.
In addition, today, on 3/28/24, the technician showed up again to “order the part” for the door handle. So it is taking 4 trips to replace a door handle on my refrigerator, if it will even be done then. This is RIDICULOUS!!! I have to be available all day long for them to come. So I will have wasted 4 whole days waiting for them to show up and do absolutely nothing.
I have spent over 5 hours on phone calls over 2 different days to umpteen people telling me one thing that wasn’t true or wasn’t going to happen or not knowing anything. A total run-around.
At this point I'm contacting the Better Business Bureau.”
“I have been a Sears customer for over 30+ years, and have had no complaints till now. Right now, I'm receiving the worst customer service ever, different answers every time I call, since I don’t receive a call back as I’m told and end up having to them call back. First good luck getting someone you understand, second good luck getting someone who is knowledgeable and helpful. I’m so disappointed with the attitude I’m getting from Sears, which I thought was a reputable company.”
“Buyer beware! Do not buy from Sears.com. I have always bought my appliances from Sears. Cannot get a hold of anyone to help let alone understand English. All the ways to contact come back as go to Sears.com or the call ends or the email comes back undeliverable. Order was cancelled with no explanation. Paid in full but won't get money back for 2 weeks.”
