I placed a service request 3 weeks ago, and scheduled an appointment between 1-5pm. They never showed up, never called, texted or sent an email. I called and they told me it automatically rescheduled for the next Saturday (today 7/31/21), and could not change to any earlier. They showed up today and told me it was the heating element (already knew that) and gave me a quote for repair $395, and charged me $119 for the diagnostic. Dryer still not fixed, and I just ordered the part on Amazon for $28. It’s an easy fix, I just didn’t want to have to deal with it. Go with ANYONE else, Sears is just a rip off at this point.

Be aware!!!!! Very suspicious and underhanded company. They have workers who dont know what they are doing and try to scam you. A guy came to look at my fridge and couldnt fix it but instead of admitting he didnt know what he was doing he pulled up a signature box on his phone and tried to force me to sign it. I asked several times what I was signing and he wouldnt tell me and just kept telling me to sign or Ill get no more help from him. I refused to sign because he wouldnt show me what I was signing, things got really weird and he ended up running out of my house and speeding off to avoid questioning, really awful experience.

They did not show up, and did not call until 1hr into the window. Rebooked for 2 weeks out, when there were earlier reschedule times. Very difficult and time consuming to work with phone support.

All went well with the exception my appointment. I was given and appointment for Friday Feb 19th 12-5:00. At 5:30 I called because the tech had not arrived. I was told my appointment was changed to Tuesday the 23rd. I had not been notified. I also was told I could not have a discount but I would be sent a gift card for Sears. That did not happen either. The Tech did a good job, was kind and was pleasant.

Absolutely the WORST service I have ever experienced. I called for a repair on my microwave oven. The tech came out checked the microwave and told me that it needed a new thermostat. He also told me he had placed the order for the thermostat and that it would be in by the end of the week. He then told me that I would be receiving a call to set up a time for him to come out and replace the thermostat. It has now been over a week since he was here. I have NOT received a call. I have called them SEVERAL times to ask for information. But, no one ever answers the phone. I just get the voice mail telling me to leave a detailed message and they will call me back. They never call back. At this point, I dont know for sure what to expect. I am extremely unhappy with this service, or should I say lack of service! I have been a Sears person for many years. But, I have to say that they have completely dropped the ball on this. I may have to rethink my loyalty to Sears.

Scheduled service in Aurora, Colorado for 2 days later. Got 3 texts and an email confirming the appointment. They gave me 4-hour window to arrive. Their info says they will notify you when they are on their way, and if they will be late. 2-1/2 hours after the end of the 4-hour window, I had not contact at all and cancelled because I cant trust them to fix my range if they dont even do what they say in showing up.

Very dissatisfied with charges and service delivery date. Initially called said they would be out in a few days but when their subcontractor showed up said didnt have cable for snowblower in van. Told would order one but couldnt be back for over two weeks. in addition the trip charges were high but final costs were $192 based on $160 labor charge for 15 minute job. Terrible price and service.

Tech was supposed to arrive between 1 and 5. At 5:06 my phone rang one time then immediately hung up. At 5:10 I received an email saying looks like we missed each other but Id been home all day!! After failing to meet their obligation, then lying about missing each other Sears Home Repair called and emailed me every day to reschedule until I called them. During that call, I informed the Sears representative to cancel my appointment, remove my contact information from their system, and never contact me again. I also told him I would never attempt to use their services again!

Need to inform customer on what to do before service went 2 1/2 weeks with out fridge because i unplugged it needed to plug it in min 4hr. to 24 hr. what a giant inconvenience

Very happy with Sears!. This was a yearly maintenance check-up. We called one day and they were here the next. Very fast response. John was very knowledgeable and answered all of our questions. He was also polite and courteous. Definitely satisfied with our purchases and maintenance services.

Horrible service experience. Technician ordered part came in defective. New part to arrive in one week. 6 weeks later wash machine would have still been in pieces if I didn’t cancel and buy new washer. Part did arrive and I’ve been trying to get it returned for refund in vain after a dozen phone calls and chats. Awful!

I was scheduled to get my fridge repaired 10/23/2020. The day of they rescheduled me to a different technician who never showed up. I called, had lots of phone call conversations, to be told my appointment is now 12/2/2020. Awful service.

Did not show within time window due to over scheduling. I missed four hours from work to be present for time window. Customer service could not reschedule within 24 hours or next 72 hours. Dryer still not fixed. I was a loyal customer to Sears for years. Planned purchasing a refrigerator and car batteries for my vehicles. That will not happen after this experience.

Weak and the location Aurora is permanently closed

The technician was most pleasant. He even gave (we only paid $1 each) us a sample of Tide pods and Downy Fresh Protect. That was so nice of him. He was very helpful in letting us know exactly what had gone wrong with the washing machine. And, replaced the old part with the new one that he had in his truck lickety-split. He was friendly, efficient, professional and courteous. I dont expect that from many technicians. He was quite wonderful!!

This is the absolute worst team to work with. My appointment has gotten rescheduled TWICE now, and no one seems willing or interested in providing any sort of actual service. If you have any chance, go anywhere but here.

DO NOT WORK WITH THIS COMPANY! Waited a week for the appointment to fix our refrigerator, they confirmed the appointment the morning of, and at the last second canceled because “they didn’t have a technician available.” They made no effort to quickly make it up to us, and said we’d have to wait another week and a half to reschedule the appt they canceled. Horrific customer service and a total waste of time!!

Service was easily scheduled and service was efficient; top notch!In my humble opinion, I think Sears should do what Sears does best: focus on electronics and appliances! Nobody beats Sears at selling these products and servicing them! Who cares about the dime a dozen mall stuff. Sears leads the way in the above referenced items (appliances and service). Why not publicize that aspect to the max and forget the rest? Regular stores are struggling to stay open and Sears is kinda at the bottom of that barrel, anyway.GO APPLIANCES, SERVICE CONTRACTS AND SERVICE!! Sears already has an edge there and wonderful history to back it up for marketing (American history)!Thanks for passing these thoughts on to upper management.

There was a filter under the filter. $250 to clean a filter that took fifteen minutes. Thousand dollars an hour. So much for appreciating Sears.

Repair center locations listed online are non-existent and have been for some time. And when I asked the pointed question I was hung up on. No wonder Sears is on the way out!

Wrong diagnosis of the problem with the refrigerator from Sears sub contractor a&e factory service. Second repair date to install a new computer board made on a day that we told the sub contractor no one would be home. I called Sears sub contractor to change the date and was asked if I had received the computer board as it was delivered four days prior to my call to change the incorrect date for the second visit. I wasnt initially told UPS would be making a delivery at my home, no tracking numbers, etc. There was no package on my porch so Sears sub contractor had to order the computer board again. I looked on my porch every day to see if anything had been delivered and got the computer board when it was delivered. Another sub contractor installed the board and the refrigerator still doesnt work and has the same error code as it initially had. My wife called Sears and explained the problem and was told the earliest someone could come back would be in a month. My wife had to get irate with the Sears representative and they finally made the appointment for two weeks out instead of a month. Weve been without a refrigerator for more than a month and still waiting. Im not impressed with the low quality of a $2,600 dollar Kenmore Elite refrigerator than only worked for 20 months before breaking. Im not pleased with Sears business model of sub contracting most if not all repair work to other companies.

It took five service calls to get our dishwasher back to an acceptable working condition. However, we are pleased with the results and the service company assigned to effect the repairs and for the immediate concern that the Sears team followed the process. Thank you.

When my refrigerator stopped working I called and the customer service rep told me to unplug the refrigerator and I told her I already did that. So she said plug it back in the brain had to reset and to wait 24 hours. That didnt work. I put thermometers in the freezer and refrigerator and the next day it was over 80 degrees inside. So I called again and she said she would expedite my service call since the refrigerator and freezer were both complete dead. This refrigerator was only 2 years old and was supposed to be a higher end (not cheap). The earliest appointment I could get was 3 weeks out and my appointment time was between 8am-5pm. I told her I really needed something sooner since it didnt work at all. There was nothing they could do. The thing that got me most was 8am-5pm. I told her I work I dont want to take an entire day off to wait for someone to arrive to have the refrigerator repaired they need to narrow it down to a 2 or 4 hour window. They dont do that. I thought I would receive a call the day before confirming my appointment because I wasnt going to miss it, it had already been 3 weeks. Nothing! The morning of the appointment I called to see if I was on the schedule, the automated system said I didnt have an appointment so I went to customer service and thank goodness they had it. I asked what time could I expect someone to arrive. They said between 10 am and noon. Yeah!!! I could get a 1/2 day in. NOPE! He arrived around 3:30 pm. I asked him what time my appointment was for and he said between 8am and 5pm. So they really didnt have any 10am to noon appointment, customer service just told me that. The repairman was great, professional and got right to work. Somebody came so I could go to work for a 4pm meeting. I thanked him and he said he would be no more than an hour more. I came home at 7:15 pm and the van was still parked out front ???? Poor guy the repair didnt work and he was still working on it. I felt so bad for him, I fed him dinner with us. He was quite grateful. He worked as hard as he could to repair the problem which he did. Unfortunately parts he had were bad. If Sears knows there is a known problem, why dont they do a recall or something to avoid situations like this? Sears has sent several different surveys (including this one, this is my 4th one) about the call and I have answered all of them. No response what-so-ever from Sears. Im glad I had the extended service plan because I could have purchased a cheaper model of refrigerator for what the call cost. Just frustrated for timing and lack of customer service from Sears themselves!!!

I am very pleased with my service. My dryer now works like new. My technician was knowledgeable and courteous. I will definitely use them again.

The technician who fixes my Pro Form exercise bike does an excellent job and is very helpful. However, the crank bearings are terrible quality. They wear out after a few months and then I have to wait for a tech to become available and for parts, so I am without my exercise bike for a couple of weeks.Approximately 2 years ago, a tech came out to fix my stereo. He said he couldnt fix it here and would have to take it in to the service center to be fixed. After several months went by I called and was told they would look into it. I never heard back from them. I called again and they told me they had found my stereo in the techs truck and they would take it in and get it fixed. Months went by without hearing anything and finally I called again and they said they would check on it. Finally I called again and was told that they were not able to fix it and someone would call me with information on how to get a replacement. Nothing. I called back Monday and after being on hold for, being transferred and being on hold again for a total of 45 minutes I was told that they were waiting for instructions. As of today I havent heard anything. I have had Sears Maintenance agreements for approximately 35 years but I am seriously considering not renewing this time. The case # for my stereo is: 3137296

Outstanding and timely service. 3-6PM window. Tech was there at 3. Diagnosed the problem accurately and in a cost-effective manner. Itemized receipt and professional service. Thank you!

Work was completed fast and done right.

Have been a customer for 20+ years and I will never step foot in a sears ever again. Customer service over the phone is a joke and they are senseless. Sad to see sears go down like this. Go check out Best Buy, awesome customer service and will price match anything.

The second tech was great! He called gave me a time, he came and had the part. He was done in about an hour and very helpful. Dont very send me a third party person again.

Arrived 7 hours late parked in my drive way did not have a mask on , did not clean up after work was completed and the fridge is still not working and I now have to wait another week for a tech. I have been without a fridge for 3 weeks. Poor service and no one from Sears is willing to rectify the situation or get back to me.

Technician was on time, friendly, knowledgeable and prepared. He did a great job diagnosing and repairing the dishwasher, we have had no problems with it since. thank you.

I set up the appointment between 12 and 5 PM and no one showed up until 6:30 PM and he seemed to be in a hurry, saying he had to take a break and traffic was bad.. He checked out the oven and could not find anything wrong with the stove oven and advised me the thermometer in it was not a quality one and may be off some degrees. We cooked with the oven the next day and found it to be about 25-30 cooler than what the temperature was set at, so still think something is wrong but it does work and so we will try it for a few more weeks and then probably call it back in again... I put a oven liner on the bottom shelf to catch anything that maydrop since the heated part is the bottom on the oven and he told me that the liner could be restricting the heat, so been taking it out when I cook, but have not noticed any difference in temp degrees.

The service technician was a little bit late but made up with the quick and reasonable fix to my dryer issue. He also pulled me aside to explain what was wrong which I appreciated.

Our technician, Devon was professional, easy to talk to and worked diligently. However, the dryer he fixed, with a new control panel, malfunctioned after he left and an error message came up as well as an ear piercing beep that no amount of button pushing would help. We had to unplug the dryer. We are now delayed once again into the third week. They wanted us to wait until Monday to talk to a technician to help troubleshoot the problem...I believe that is why we called them to come and help us with our broken washer?!!

Kory was very helpful.

I am a long time Sears customer that has had Sears service on appliances close to 20 years. I am frustrated by the type of service you now provide. It takes a week to get someone out to look at the issue. Then parts are ordered and it takes another 7-10 days. Being on a service contract and taking 2 weeks to have a washing machine running is unacceptable. Sadly, this will be the last Sears service contract I purchase.

It took 4 service calls and tree different parts that werent needed to finally figure out that it needed to be cleaned of calcium and pet hair. 5 weeks and $459.00 latter we finally have out dishwasher back.

Crew arrived on time, then quickly diagnosed and repaired the problem. They were neat, clean, pleasant and communicated well with us. They made minimal mess while here and cleaned up thoroughly after themselves.

The repairman that came was wonderful! Got it fixed fast and new his stuff.

Originally scheduled for Friday 6/9/17. Technician arrived, said he needed a helper and would return after 2:00 PM. He did not return. Sears call center said he would return with a helper before 6:00 PM. No show. 6/9/17 received an email rescheduling the service for 6/23/17 (2 weeks away). Not acceptable. Cancelled Sears service and contacted a local repair service on Saturday 6/10/17. They did the repairs the following Monday.

Absolute worse experience of my life trying to get my Sears Kenmore water heater, that is under warranty, replaced. I had to talk to twelve different people over two days to get my replacement scheduled and then they had the nerve to tell me that they wont be out for two weeks to replace my leaking water heater. Two weeks I have to deal with a leaking water heater, yet on one of my calls trying to get help, their recorded greeting stated that they will replace a water heater same day as called in. Its no wonder Sears is going out of business. I will never again purchase anything from Sears.

The tech was very helpful with his advice.A very good visit.Mary E Sanchez

Was quick & professional.

The repair man was very helpful and kind. Explained things I didnt know.Thanks Sherrie

Repair technician arrived at 8:00 am this morning. Ice maker still does not work. Weve had 5 or more service calls on this appliance!!!!!!! It is 4:00pm!!!

Cheryl was our service tach and she was great. Replaced the part that was ordered and confirmed the length of time we had remaining on our washer, if we are stilling have any issues.

Should have called them earlier! Had to replace circuit board on washing machine, now works like new.

The technician was scheduled to be at my home between 8:00 and 12:00, but didnt arrive until 2:15. He took care with the repair, but a couple hours after he left I found 2 inch chip in enamel of the washer lid, He didnt mention anything about the damage. Disappointing!

Techs were fine it just took two weeks to get first service and two more weeks to get parts and repair.

Lost a long time customer!I grew up with my parents buying Kenmore products and getting the service agreements. I have done the same for the past 30 years and have always been pleased with the service and the repairs. Never again, and I am truly sad to say that. I called about a noise our stacked washer/dryer was making. Sears now farms out the repairs to High Country Appliance, the rep came on a Saturday and he was WONDERFUL, he diagnosed the problem told us he would order the parts on Monday then let us know when he would be back to complete the repair. He said 4 to 5 days more than likely. On Tuesday he called my husband very upset because he was told by Sears he was not authorized to make the repair. Sears told him that because the unit had not totally quit working he could not order the parts. He was instructed to cancel the work order and to call us to tell us we had to call Sears back and request a Sears Technician come out. If you arent going to let HC appliance have authorization why have them waste time coming out? So now it would be even longer before out machine is repaired because we have to schedule a new appointment (possibly 2 weeks)? My husband was not happy but he called Sears as Alec at HC appliance had instructed. 3 hours later and after being on hold and transferred to SEVERAL agents at Sears we thought it was figured out and a Sears Tech was finally scheduled to come out. However when we got the emil confirmation about the appointment, they had farmed out to HC Appliance again. When I called back to find out why it was not the Sears Tech, I could not get a straight answer and was again given the run around by the Scheduling department. I was finally told I had to call HC to cancel directly because it was already dispatched to them. Sears DID NOTHING during this, we had to make all the calls and figure it out. After spending 2 days and not being able to schedule an actual Sears rep as we had been told to do we decided its not worth this hassle anymore. We called Lowes, bought a new unit, had it installed 3 days later and the old one taken out and now I have a 5 year protection agreement with Lowes that costs just a little more then the old 2 year agreements I had with Sears for the same types of service. The next time I need an appliance it will not be from Sears and when the current runs out on the Kenmore products I still have. I will not renew and just buy new somewhere else when they do quit working.

Everything worked out great!

Knowledgeable and friendly service man. He was on time, called before he came and answered all my questions.

On time friends experienced and got it fixed for less than I expected 👏

We were very pleased with the dish washer repairman. He was through,knowledgeable, and reviewed the problems with us. He represented Sear very well.

The repairman came to provide annual maintenance service on my Bosch dishwasher. He was quite knowledgable, polite, thorough and did a great job.

We bought the maintenance contract only to find out our vegetable bins repairs were not considered functional. This is legal mumbo jumbo. Customers beware.

Arrived on time. Very polite and helpful. Diagnosed a problem, order the part and set up a follow-up appointment to install the new part.

We love Sears. The A/C and furnace person, is awesome.

Technician was right on time and did a good job of shutting down the swamp cooler. Hope I get the same guy next year!

It was horrible. My washer broke on 2/15. The first tech came out the next day. He ordered the parts and they came immediately. My scheduled appointment was the 27th. The 27th came and Sears called and cancelled. Apparently their tech called in sick. I guess they only have one tech in the state of Colorado. They rescheduled on the 3/3. That day came and no word from Sears. So I called and called and finally I found out it was a two man job and they only had one tech. Did I mention that the first tech told me it was a two man job so I knew but apparently Sears did not. That one tech in Colorado again. All the while Im paying about $40 a shot at the laundry mat. After my 6th visit to the laundry mat I had enough. This was warranty work by the way. Im guessing if it was out of pocket, Sears would have been there on the 27th collecting the $1000. So they finally came on the 3/8 and fixed my washer. They had to replace the drum. They removed the drum and surrounding casing. I signed and they left. Leaving this washer drum and the boxes (3), huge boxes in my driveway. After two days of arguing, someone finally came and removed the trash. Never again Sears. Never again

Horrible customer service when you call them! First appointment the technician was a no show. Then they changed the appointment w/o consulting me. The day before the 2nd appt they called 3x stating if I did not contact them, the appt would be cancelled and I called in each and every time. Their call center is in South America, per the technician. All around HORRIBLE. I will NEVER call Sears again. EVER!

Our washing machine was having mechanical problems, and the Sears Tech guy did an outstanding job in fixing it. Great service.

Very knowledgeable and customer service oriented.

The technician was on time professional and did a fantastic job.

Great service and fixed at the right price!

The service man did an excellent diagnostic analysis. The dryer is now functional.

Excellent experience with Noel. Very knowledgeable. Friendly.

Technician did a good job.

The job is not complete so I cannot fully rate yet.Thank you

Excellent service by a very competent person with experience

Arrived on timefixed the problemvery politeMuch appreciated

He replaced the ice maker but didnt clean the water pipe that I explained keeps leaking behind the ice maker. Another technician is coming.

On time, great knowledgeable tech!

Set up a time for a repair diagnostic between 8 and 12. We receive a message at 11:25 that our time has changed. Took work off to be here and I am notified that late that they would be at least an hour late. Horrible service. Would not give a discount on services so I cancelled the appointment.

Wasnt at the location.

Only half of the problems has been fixed.Dont have time to keep constantly reschedule to get it fixed correctly

Very nice and knowledgeable.

I think it was too expensive because the prices for the part the sears services gave to me was two times the price, why quoting the price I was on line with another sears agent, I gave all the information and he gave me the price of the part which was $52 but the services agent said it over $100, no diagnostic but I end up spending almost $300

On time service and got my snow thrower running again.

Excellent service and repair.

Sorry to say it didnt get completed to my satisfaction waiting to get a new appt he came and did an install but no ice is being made

Good job.

Service was very helpful

Driver late but very professional and through

He was on time, friendly, professional and helped immensely!

Muriel is awesome!!

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