6/29/21- The call center still says their system is down, still 5 days later. Now it’s just an automated recording, I can’t even talk to a person. Called the store where we bought the fridge, they can’t help either. Oh, and the guy at the store says the 9th is next week, no big deal…I say it’s 10 days, he says yeah but it’s next week. Face, meet palm.6/24/21- The technician came out on Monday. “It’s a closed system issue. I can order the parts, but you should just buy a new fridge.” Excuse me?! Pretty sure the reason I bought an extended warranty was so this was taken care of. Do your job, hoss. He tells me the best he can do to come back is July 9th, basically 3 more weeks without a working fridge. So today the parts come. I call the LOCAL number associated with this operation, am immediately transferred to Lola in India. She tells me their system is down and I need to call back tomorrow. I should add that I called yesterday and was told a dispatcher would call me back in one hour (clearly this didn’t happen). It’s no wonder Sears is out of business. Then they try to SELL ME MORE STUFF over the phone. You people are out of your freaking minds. When this is over, I will NEVER use anything Sears offers again.I have a 3 year old Kenmore Elite refrigerator. Last night, it stopped making cold. I cleaned the coils and monitored the temperature…problem not solved. This morning I called Sears for service. The SOONEST they can come out is Thursday…6 days from now…for a non-working fridge. And they won’t authorize a third party to come out because “they might make the problem worse.” Now, I’m no genius, but I’m fairly certain a fridge that doesn’t get cold is pretty much the worst case scenario for said appliance. Oh, I should mention that we purchased an extended warranty plan with this fridge. And if we don’t use a Sears repairman, they won’t cover replacement. Truly, customer service is dead.

This is a sad place. 109 dollars for five minutes of time to diagnose my freezer. Then they want 328 dollars to install parts that i looked up on you tube and it only took me 10 minutes to install them. What a joke. I dont recommend using sears appliance repair.

I scheduled a timeframe for repair, but nobody ever showed up. There was no email or text update given that nobody was coming. I ended up rescheduling for next day and my appointment was cancelled by them. I dont recommend them if you need someone ASAP.

Tech came said dryer working great. All done....only issue he never put clips back on. Heres a picture of what i saw when i came into my laundry room. Now i have to wait 5 days for a return visit. Seriously .....

Waited all day for a technician to arrive to repair my dryer. Got a text that someone was on his way. No one showed up! 😡😡😡 would NOT recommend!

Made an appointment twice with window of 8am to noon first time they called at noon to say they would not be at our home for another two hours we rescheduled and this time no show no call absolutely horrible!

Poor business practices. I would not recommend. I had an appointment scheduled from 10am to 2pm. Since it was a big window of time I took the day off work.At 1:00pm I received a call that the technician couldnt make it. I understand circumstances happen but I would expect Sears to have an on call Technician. To add insult to injury, the customer service representative sounded as if they could care less. A complete waste of a day.

The service Tech whos name was Andrew arrived and checked our washer. Found the problem and about an hour later it was repaired. Thanks Sears for repairing our appliance so quickly. Andrew was very courteous and knew what he was doing. Great job Andrew and Sears. I now have the warranty package.

I was pleasantly surprised how quickly I was able to schedule the appointment. The service repairman was prompt, courteous and able to repair my tractor quickly. I love this service and will use it again! I highly recommend this service to anyone!

The service representative we great! He was efficient and to the point. Repaired both appliances without skipping a beat. My husband who is critical was thoroughly satisfied.

They have repeatedly rescheduled and cancelled last minute. I would NOT recommend them! EVER 😡😡😡

Set up my appointment online which was great. Never needed to make a phone call. The Tech was great and super nice. He explained everything and my options. My dryer was back in service right away.

Good service explained what he was doing.

Once again in January 2018, excellent service on our clothes washer under our service agreement. Its a 10 year old, heavy duty, well made, worth keeping and repairing machine. They do not make them like this one any longer.I am glad to have Protection Agreements on my appliances.Sears always responds promptly. I am assured that my protected appliances will always be running and repaired quickly. I really enjoy the annual inspections, especially for the clothes dryer that can collect lint in places I cannot access. Thats safety in preventing possible fires due to excess lint.I highly recommend Sears Proteciton Agreements for appliances. Saves money and brings security.

My technician was prompt, efficient and courteous. He also provided tips on maintaining my mower. He did a great job!

The day my service was scheduled, Sears lost computer service. This caused delays, understandably. But I had 2 appointments that day, one for stove and one for washer. The technician for the stove arrived several hours late, but at least he showed up. The technician for the washer never showed up, never called. This is inexcusable. Every technician should have a paper print out of each customers name and phone number. He could have let us know the situation which would have freed us up to leave the house. I am retired, so it wasnt a huge deal, but if I had had to take off work for no one to show up, I would have been furious. This was a Thursday and we didnt get our washer service until the next Tuesday. Both technicians were very helpful and knowledgeable. I dont blame them for the problem. As I said, this would not have been an issue if they could have at least called us.

Repairman arrived when he said he would. Within minutes he found the problem and in under 10 minutes the repair was done and the range was working perfectly. Well done.

The technician was prompt, pleasant and professional. He did a good job servicing both garage doors and adequately explained everything that needed to be done. He was efficient and the price seemed to be reasonable.

I have a gas dryer that was not drying my laundry. The Sears tech arrived and ran a diagnostic on my dryer. The dryer checked out OK. He suggested that I clean out the lint from the exhaust duct. He said that Sears DOES NOT do that work. I ended up fixing my own dryer by removing the lint. In my opinion, the Sears tech should have done that work. If Sears is going to fix a dryer, the exhaust duct is part of the dryer. The Sears tech also charged me an additional $15.00 for Exhaust vent unsat. In my opinion, this charge should have been included in the $79.00 diagnostic fee. I do not recommend hiring Sears!

Technician was pleasant, knowledgeable, and understanding. However, scheduling [appt was not available for more than two weeks from my initial call], rescheduling of appointments per Sears request, getting parts for the washer, communications with some of the operators on the phone -- was frustrating to say the least. Initial visit was Oct 27, Nov. 21 washer is still not fixed properly. It is usable with cold water only. Finally fixed on Dec. 8!

If there was a negative start option, thats what I would have chosen. The technician was efficient, but the customer service was horrific. We called to make the appointment, which was for the following day. The appointment was for 0800-1200. We called at 12:15 when there was still no technician. The notification service didnt have my job in the system under phone numbers or order numbers. After multiple phone calls, the technician shows up at 16:00. He was done in half an hour. This was an add on job for him, which tells me that Sears had never actually assigned it to a technician. Its no wonder to me that the company is going out of business. The slow death of an American icon because of the inability to remain competitive and relevant..

Service Technician came in accordance to my notification of a water leak at the bottom of the Humidifier housing, the is a vertical gravity flow to a pump at the floor level and bolted to the furnace cabinet. The technician removed the humidifier housing, removed the Water Panel, cleaned it at the sink and replaced it. Then manually with his finger removed some loose scaling accumulated at the exit point to the pump. Put the cover back on and said to turn the water back on to the humidifier. I did and he observed it for a minute and declared it was OK, then left. There was no paper work describing the reason for the visit and of course nothing for me to sign. Technically, this was a phantom visit.My initial complaint about the leak was a puddle on the floor. An hour later when I went to the basement, I immediately saw a steady stream of water flowing across the floor to the drain in the middle of the floor.I immediately called the Dissatisfaction number and explained in detail the situation. I was told she could contact the technician and have him come back is a couple of hours. That would not work for us as we were leaving for an appointment and would not be back until evening. The alternative was to reschedule another visit, which we did.

I appreciated that I was able to quickly find out the adjusted arrival time. I had a 10-2pm. I wanted to see where in the lineup I would be and was informed they would arrive between 9:45 a.m. and 11:45 a.m. and he called me at 1045..wonderful I could plan the rest of my day.

Our refrigerator needed a new compressor. The part arrived in two days. The repair was scheduled a day after I called. The Repairman was pleasant efficient and skilled. Very pleased with the repair. Refrigerator works like new.

Technician quickly resolved my issue. Text message to let me know when the tech is on his way is very helpful.

The repairmen were very professional, knew what they were doing, were able to answer questions intelligently, were respectful of our property & received a fair price. we were very pleased over all. Terry

Service was performed well; however, the timing of the service was not. It took two weeks before a technician could come to the house. I called July 13 and was told that the system was down and that service appointments were schedule at least three days out. I was then told that the earliest that service could be performed was July 21 and was scheduled for the 21st. No one came. I called Sears to find out why and found out that no appointment got scheduled. The earliest that the technician could come out was July 28. Two weeks without a dryer is ridiculous for a family of five.

Outstanding service from Sears appliance repairman! I am always satisfied with Sears service home repairs for kitchen appliances, laundry equipment and furnace. The charges are reasonable and the service is guaranteed.

If i could give negative stars. I would. I gave a specific part and model number we needed for our hot water heater. Asked them not to come without it since I didnt want to pay the service fee knowing what was wrong. The hot water heater was already drained and bad elements removed.Service tech came and did nothing. He didnt have the part. Today I got a bill for $223. Made 2 complaints and nothing is resolved. I cant even get an answer as to why the bill is so high.Dont buy a sears appliance.

We have used Sears service for our riding mower many times over the years. They are always on time, very nice and do a great job. And its so easy to schedule online.

The repair technician was fantastic and very personable. It is a shame that the communication provided at the time of request is never given to the person actually doing the repair; otherwise, the technician would have showed up the first time with the needed parts for repair. We had to schedule a second appointment in order to get everything fixed due to this lack of communication - at no fault of the person actually doing the repairs.

Service was on time; problem was diagnosed and repaired. Would not recommend this service to anyone due to outrageous cost of labor. A $13.00 part ended up costing me $300 in labor costs - for about an hours work ( and that total was after the cost of the diagnosis service call was subtracted). Ridiculous! What a racket!

First, sears parts sent me a defective part, of which I was unaware, turning an $80 repair I did correctly into a $250 repair done by someone else. Second, I have to arrange to return the defective part. The repair person is not part of Sears. Third, I never received the promised email of the repair bill. However, in fairness, the repair was done quickly and correctly by the repair person and I am very happy with that particular part of the service.

I give this review four stars only because the outcome resulted in a replaced dehumidifier. Even though I had a protection agreement on the dehumidifier, the correct instructions on how to get it worked on or never given. It was a carry in warranty originally, and as Sears had closed my local service center, I was told by the person on the phone that I had to upgrade to a home service warranty in order to get it worked on. This I did, begrudgingly, and when the man finally did come out, the company did not want to cover the replacement. It took a significant time amount of time to get the issue resolved. When I did go into the store for the replacement, I was told that as the service center had closed down, all I had to do was bring the dehumidifier into the store location to have it worked on. Frustrating to say the least. As I now have a new dehumidifier, I cannot give a bad score.

The technician arrived on time. He was very nice and explained everything he was doing. Gave me some tips on how to take care of my mower.

Technician did nothing. I explained a code was coming up on the washer when attempting to drain. Tech run a diagnostic on the washer and said there was nothing wrong with it. He asked me to run the washer adding only 4 towels and no laundry detergent after he left. Did exactly as explained and same error code came up. I called him back on his cell phone and he told me there was nothing further he could do. He closed the repair and I would have to call back in to service and reschedule another appointment. Called service back. Was told they couldnt reschedule another appointment until the following day, because the previous appointment was still in the system. Customer service agent told me I will receive a phone call from the routing department within an hour to reschedule. Never had a return call! I had to call back three and half hours later. This customer service agent was able to get me another appointment 2 days later. Had to leave work early again to get home because of the incompetent first technician. This technician diagnosed the problem, took the washer apart and determined the pump needed replaced. This is the third time this washer has been repaired. Will never purchase another Kenmore brand product!

Prompt, courteous, knowledgeable service

Great service. Very knowledgeable service man. Fixed it the first time. Always a great experience dealing with Sears.

Arrived on time and did a great job.

Service was not the concern here. The serviceman was excellent but the price was exorbitant. For the repairs done, I could have purchased a new appliance! Plus the warranted policy at $49.00 per month is exceptionally high.

Knew what was wrong right aways. was very informative. in and out of my house within an hour. I am a first time home buyer and when things go wrong it could be a bit of a panic. Felt comfortable with him and even helped explain other problems that may occur. now I am even looking into their warranty program. --thank you

Not very happy with the cost of materials used to repair an appliance only a few years old and had the same problem shortly after I bought it.Kenmore was a good name and lasted much longer than current items do. Im disappointed with the quality. Service man was nice, but Im not sure if my request to clean the ice cube line was done. I was told when I purchased the refrigerator to have this done yearly.I loved shopping at Sears with my children many years ago and sad that its facing current problems .

We continue to have problems and have had them out for repair 3x within 2 wks. We are now waiting a wk for the next repair.

Arrived on time.Had done his research on our model.Explained what he was doing.Informed us what our model actually was.Was honest and efficient.If we ever need service again, I hope we get the same technician.

To be fair this isnt a review on one repair or even the last last one. This is a review on the last three years of repairs. Ive had a dozen repairs on my new broiler over the last couple of years, Ive gone weeks at a time with out heat. Waking up in the middle of the night to a cold house hoping the reset will work, coming home after work to a cold house. Seeing the same error on the machine time after time, hearing the same thing over and over, The part is in the mail, call when it comes in. It ends up being the same part, I call, it takes another several days without heat for a technician to be scheduled. You get the point.

The repair man had to figure out why door wasnt closing. It wasnt the seal because he took that off and inspected . It was a mystery but he figured it out and took a tool to unbend something st bottom of door that stopped it fromClosing. Impressed at his determination!

Called off work for appointment. No call, no show. Called them 3 times but tech never got back to me. Big waste of time.

I bought a treadmill from Sears 3 years ago. It was not working properly so I called Sears service. They charged me to come out and told me that they needed to order a control board. Luckily, it was still under parts warranty so it was not going to cost me anything. Long story short. They could not find the part and closed my service request and told me that I needed to handle it myself and deal with the manufacturer. They only stand by the products they sell for 1 year, after that you are on your own. Horrible customer service. I will not be buying anything else from Sears

Repaired successfully. The only gripe I have is the amount of time it took to get a replacement part after order.

Quick response to setting up a service date and technician was very good. Only problem is that there is only 1 clothing appliance technician based at this location so when he was sick on original service date the appointment needed to be rescheduled to next day.

We were told, when our 3 year old dishwasher stopped working, that the needed part was no longer produced and none were available! Even checked with the Sears and Whirlpool parts and services websites myself, unavailable, was the consistent reply. Needless to say, we were not about to purchase another Sears appliance. During the purchase of a new dishwasher at a local appliance dealer, the salesperson suggested we check the LG website since they also make Sears products. It was through the LG website that I had an online chat with a parts specialist who assured me that the part I needed to fix my Sears dishwasher was most certainly available! What is going on with Sears!! Although Im not delighted to still own a kitchen full of Sears appliances, we decided to order the part and get our dishwasher repaired and cancel the order for the new dishwasher. The service technician was also surprised at this strange saga. He repaired our unit, gave us the original discount and we now have a working dishwasher after two months of frustration. No, no more Sears appliances for us.

The technician accurately diagnosed the source of the problem, applied an adjustment, and our dishwasher worked correctly three consecutive times then resorted to the same chronic problem we have been experiencing for the past 4-5 months. So, it continues to partially work. We are finished using Sears service and will soon purchase a new dishwasher.

If I could give less stars I would. Set up an appointment a week and a half prior to today. Today no call no show during the appointment time. I called at the end of the 4 hour window to be told we will have the tech call you within 1 hour. Again no call I call back and they tell me next week is the earliest. .. why did I wait today? Managers were no help in rescheduling.

Very professional. Knowledgeable. Dan was on time, courteous, helpful and very professional. Would recommend to others.

Very professional and friendly. Very helpful sending text messages and emails verifying appointment date and time.

Repairman was on time, gave me lots of info on the issue and gave me the opportunity to chose my course of action. And was very polite and helpful.

Very, very happy with the service I received on my Sears riding lawnmower. Most professional and competent.

Excellent serviceman - he couldnt be better and knew what he was doing. High price for melting ice in refrigerator and cleaning clothes dryer prevented a 5-star rating.

Called for warranty repair on dishwasher which left black soot on dishes and did not clean. July 28, tech couldnt find anything wrong, he ran diagnostics and left. Same night, dishwasher wouldnt clean, called back and I was told the tech would call me to come back out. Never heard from him. Called sears again, aug 5, same guy came out, looked at it without opening it and said the motor was going bad so he changed the motor. During his visit, he used a good tea towel to clean up water that he spilled on the floor, dropped it in a bowl of dirty water in my sink, told me to get rid of the old motor and left. An hour later, I called service again because now it dumps water on the floor when its running! Called back, have to wait another week, aug 14. I was also told by a rep from the warranty dept that I would only be eligible for a new dishwasher if they replace parts 3x which means it doesnt count if they come out and fix it and THEY have to deem it unfixable before they will replace it. I continually got hung up on and rerouted, only to have to explain the same situation over and over. Needless to say, the service tech was disrespectful and didnt know what he was doing, they use a&e! Ill never purchase anything else from Sears especially a warranty!

I have paid a ton of money to keep my warranty. Not sure what has happened to Sears and their home services but frankly, its absolutely horrible. You can not speak to anyone in the US, the call center could care less about your issues, and good luck speaking to a supervisor, there are none. I have 8 people living in my home and had to wait all but 2 weeks for my washer to be repaired. I have spent over $100 in laundromat fees and they are willing to reimburse me $50. That doesnt even cover my time and gas to haul the laundry to the laundromat. I own a Kenmore Connect. When there were issues with this in the past, I was able to call and they would talk to my machine via tones. Doing this diagnosed the issues, the parts would be ordered, the tech would come out and complete the repair. Not anymore. On top of that at the same time, I requested my yearly dryer maintenance. The tech literally turned it on and checked the temp. He did not clean out the lint from the motor case or anything. I have bought our major appliances from Sears my entire life. SEARS WILL NO LONGER GET ANY OF MY MONEY AND I WILL MAKE SURE EVERYONE IS AWARE OF THESE ISSUES. Fix the customer service. Coach on the dos and donts. Act like you care, even though you dont. Treat your paying customers with respect. After all, we are part of the reason you stay in business. Im very disappointed.

Excellent service; the repair technician was incredibly friendly and helpful. Very, very pleased.

Helpful, efficient repairman who explained everything clearly, arrived promptly, and was considerate.

Excellent on-time service with a very inowledgeable serviceman. Good job!

Service man was polite and did perform his tests. I just have to reside myself that I bought a horrible washig machine from Sears. It is ruining my clothes and the only answer for it is to use more water. Which, by the way does not fix it. I have also called Whirlpool and they said the same thing. So now i have a 1 year old washer that continues to ruin my clothesOther than going to the laundry mat, my only fix is to eat the cost and get another washerThe only 2 things I can guarantee are, it will not be a Whirpool, and it will not be from search.

After 3 visits and 2 technicians just to repair a simple ice maker box. This is what I get > a unleveled refrigerator/freezer and a damaged floor plus many false promises that I was promised by the tech. Im told its under review when I call the sears complaint line. Really? You damage my tile floor and offset the door balance of the refrige / freezer and its being reviewed? its been over a month since they started the job. Ice maker is now fixed and 2 items are now broken and you have no one in this country to complain too not even the store ( sears ) will work with me on the subject. All is said is thats under review...... I also would like to take away the one star rating and give 1/2 a star because this cost me 3 visit days and 1 month of hardship in between visits.

It was Wonderful. Our service tech was great

Bad experience. never buy anything from sears I regret bing a costumer for sears for a longe time .I bought a tv and bought warranty with the tv break down when I called them first they said my warranty cover than than they come back to me and said its not cover they were playing with me but anyway thank you sears for what you done to me

Excellent. The fellow was helpful and informative. Thank you. - Deb

Our service request was responded to quickly and efficiently.

20 minutes to diagnose, remove 3 screws and replace the ice maker labor cost $280!!!!! It was not rocket science or brain surgery, we will NEVER use Sears home services again that was highway robbery

The repair tech never showed up or called. I rescheduled my work so id be there. I called but was not able to get any info if he was coming or not. a wasted day - very dissapointed.

He did not fix the problem. Washer still runs too long and even re-starts after it is done.

Our technician was punctual, polite, informative, and everything I would expect of him.

Teclhnician was great! Service was great!

Excellent service. Very prompt, polite and fixed the problem.

Great job! Noises r gone! Cleaned out spaces, too!! Thnx so much!!

Great guy great service. Sears made many changes from a tear ago!

It was excellent! The technician was very kind & he was done in no time.

Quick response, knowledgeable technician, timely repair time.

Very personable, fast & efficient technician. Clearly explained the problem & made the repair to my satisfaction.

Technician was very professional and knew what he was doing. He definitelyis an asset to Sears.

Technician was very polite, knew what the problem was and fixed it.

My washer still isnt working properly the repair person is always nice and courteous but I am frustrated that you dont have parts on hand requiring several visits I will be happy when the issue is resolved and my washer is operating properly

Representative was very professional, easily diagnosed the problem and ordered the correct replacement part.

Very good service, service man was polite and fix the problem in no time.

Technician was good and friendly, but the cost was exorbitant -- a bait and switch to force me into purchasing a home warranty agreement I didnt really want.

Excellent service, very friendly, on time and very professional.

Fixed Washer but Overpriced! Could have and should have bought new washer for the priced I paid.

Excellent service very prompt

The repair man was knowledgeable and corrected the problem with an adjustment that needed to be made.

Repairman stayed for less than 5 minutes; did not seem to listen to what I told him was happening. Within 2 days, I was rescheduling to get a new repairman out, and had to wait for longer than a week for that appointment to be scheduled. Very disappointed.

Dale showed up on time ,even called first to let me know he was on his way...found the problem, had the part on his truck . fixed the problem all the while it was raining and he was working outside !! did a great job !!! thanks fantastic work !!

Poor service wasnt done

Great job.

Arrived on time -hope it was fixed.

Sears stands behind their warranty.

Totally satisfied

Prompt, professional and fixed the problem

Excellent!

Excellent