Very poor value. If youre considering using Sears, its probably cheaper to just buy a new appliance.My dryer broke so I called and made an appointment for a technician to come have a look. The technician who came out was friendly and competent, but I was shocked at what they wanted to charge me to fix it. I paid $102.54 to have him take it apart and tell me the heating element was bad. The heating elements sell for like $30-50 online and would have only taken a few minutes to replace after he had already spent some time taking the dryer apart. I knew Id be paying extra for the convenience of having a tech come out, but I was shocked when he said that after taxes the total would be well over $400 (not including the $102 I already had to pay) to get a new element from the van and spend a few minutes replacing the bad one. The labor cost alone (again, not including the $102.54 diagnostic fee) was almost $200! Thats the most anyones ever asked me to pay for a few minutes of work, considering Id already paid $102 to have him spend a few minutes taking dryer apart.I tried to speak to someone local at Sears on the phone a couple of times to make sure the quoted price was right, but no one was able to give me any information and just said the technician was probably right. They were people from an overseas call center who were less than helpful and knew nothing about the prices I was quoted. They just kept trying to offer me a home improvement consultation I had no interest in. I am out $102.54 and will just fix the dryer myself.

Repairman came on time with a heads-up call 40 minutes before he arrived. Checked everything completely and then stated there was nothing wrong the the refrigerator. It is working fine.

Was told the serviceman would be at my house between 8 and noon. At noon I called and was given his phone number. He was in the Kansas City-Lawrence area (3 hours from where I live) and would not be to my place until after 5, probably after 7. Im fine with someone coming after hours, but I would have liked a call in the morning instead of wasting my time. He showed up at 7:30 and looked at my appliances but told me it would probably be months before parts would be in and could be repaired.

The two stars earned come from the great front-line staff. Both people I talked to were friendly, great, and savvy. Repairman communicated well, was on time, and overall exceptional. Very happy with the interactions. The poor rating is for continuing to bill me for service I paid for at time of service and multiple calls with phone reps to attempt to resolve the situation. At this point frustrating follow up has taken a few hours of my time. For my time, I consider this exchange value negative at this point.Update: 6/3/2021:I received another bill today after sending credit card statements showing proof that payment has already occurred. This is immensely frustrating trying to get them to stop billing me for service I have already paid for. Having to chase phone reps again for something that is supposed to already be resolved, because there are no clearly indicated lines of communication for billing disputes that are not physical. Phone number given by rep led to another system that gave me another number where I ended up in a loop in an automated system finally got to a rep who wanted to do the same thing I already. They sent me to another rep who filed another dispute. Still no hard confirmation that this is resolved. Removed another star.The three stars off are for a couple reasons:The price to repair a washer boot was quoted to be around 500$. I paid $550 for this washer new a couple years ago (albeit on a deal). Are you really telling me the price of fixing a crack in the front seal is close to the cost I paid new? I spent 6$ on a clothing-friendly marine putty at Menards and repaired it myself using a YouTube video as inspiration. At this point that solution has worked fine and seems like itll hold up for a long time.- The pricing sounds like its somewhat standardized and fixed from the company. Thats complaint one. Almost every aspect from diagnostic fee, to parts, to labor was in my view exorbitantly high for the value received. The parts were far cheaper online. The value of the diagnostic fee was also poor. I paid 102$ to get a 500$ quote and learn nothing that was not already extremely obvious (There is a crack in the seal so it has to be replaced [or DIY fixed]).- Complaint two is that I received an invoice asking for payment after paying at time of service. The invoice explicitly indicates the phone number on the invoice cannot be called to get a representative. A representative will not be able to assist you. Its frustrating to me that to resolve a situation that I paid for already I need to spend time hunting down several phone numbers to find someone to help resolve the situation. The invoice indicates 45 days after service before being sent to collections. This time period is extremely short for someone who has already paid and who is not expecting an invoice some time after the appointment.Formally speaking the invoice also declares that contesting payment can only be done in writing and that it must be received prior to the 45 days. It is fortunate I was able to find a phone rep, because I would have been immensely frustrated if I was forced to do so much follow up. I would have likely paid the extra and then pursued other channels of follow up via the BBB and my credit card company.Love the staff I interacted with. Company processes, prices, and follow up invoicing communications were extremely frustrating.

Professional and detailed in what was wrong, what they wee going to do to repair the problem and when it would be done. had to order the part and had it shipped to the house and repaired the next week

Was having problems with refrigerator ice maker. Tech said I could operate without the water filter in place. The next day I had water damage in my basement.

Major disconnect between what really transpired between live conversations and email notifications.I had a service call in November/December 2019 on convention microwave unit that repeatedly had heating issues not getting or staying to temperature. This was 2nd go around. Part(s) ordered in January 2020 were to arrive in February but never came.I called/online chatted with an agent the day before February appointment to check status, only to find out part(s) were on back order so service call would not happen and was given other options to pursue.I still received emails generated to remind me of my appointment that was not going to happen.Then today I get an email generated for me to evaluate the service done on the last appointment date that didn’t happen.The side of the scheduled repair process does not communicate with the reality side.Overall, I’ve talked/chatted with 8 agents to get my defective unit repaired/replaced; 2 have been very helpful; 6 could only document my case or referred me to another department.Going into month 3 with no repair or replacement.Not good customer service. Sears Home Services almost wants nothing to do with supporting their warranties unless absolutely necessary. For all the costs in parts and labor involved so far, I could have replaced this unit twice...and still not resolved.

Frank has serviced our appliances many times. He is the epitome of the perfect technician. He ALWAYS fixes our problem, is caring and goes out of his way to be kind and considerate. What more could one want. He has the skills and treats us like we were his parents. Carter and Joan Lloyd

Craig serviced 7 of the 10 appliances for which we have service agreements on Sept. 21, 2017. We always know we will be pleased with what your service technicians accomplish at our home. He was new to us but lived up to our high expectations. Craig, Frank, and Mike are personable, knowledgeable, and diligent in their task. People on your call number are very helpful also. They can often lead you through a solution without ever having to have a service person come out. A kind and knowledgeable lady led me through a rebooting of our Bosch dishwasher Thank you, Sears Home Services,Carter and Joan Lloyd

I was fortunate enough to work with Frank regarding my Kenmore washing machine issue. He was friendly, professional in manner, and exceptionally knowledgeable. Frank diagnosed the problem quickly and had it fixed just as fast. I am very grateful to him for his help!

Frank, the technician did a EXCELLENT JOB! He found the problem with my washer, while he was there he did a maintenance check on my dryer and refrigerator. He vacuum out my dryer vent as well as checking the outside vent. He also vacuum out the back side and around my refrigerator, checked the ice maker, and seals around the door. No other technician has ever done that. I am very satisfied with his service. Sears should be very proud to have him as an employee. Frank should be recognized for his dedication to his job, and the service that he provides to the customer. Thank you Frank!

Mike was very professional and gave us good advice on the water heater.

Three trip and they cant fix it. Parts sent the wrong color part, Im still getting the error code, cant understand anyone at the call center. Unfortunately I paid in advance and no one at the call center knows who to connect me to about a refund.They also have you sitting around all day, saying your tech may arrive between 8am and 6pm. A professional dispatch organization should be able to give you a two our window.I use to think of Sears as a quality organization but not any longer, however these people handling the repair are not Sears, they are contractors that Sears should fire.Ill never call them again.

As usual you have no idea what time of day the repairman will show up. The repair required two visits because they didnt carry the part on their truck (of course). The second visit had to be rescheduled. All these issues are the fault at the corporate level. The guys who actually did the work were friendly, knowledgeable and did a good job.

Not a Sears technician an independent contractor. Pay half up front and pay directly to him when returned with part and fixed dishwasher.

It was horrible. I pay for a grill maintenance agreement and the technician comes and tells the person on the phone that it was burnt out and rusted. the guy on the phone says we dont cover rust. What else do you get with super heated metal, like a grill. Oxidation, that is the first step to rust. so, I wasted my time and money on a service plan that they never intended to honor. What a rip off.

I thought the service was awesome! Yes we had to wait a couple weeks but when he showed up, he not only fixed it in a very timely manner but also showed us how to prevent the same problem from happening again. Very polite and clean too.Thanks

This was a dual repair for the ice maker on my fridge and also my microwave. The work was completed satisfactorily but I had to wait nearly 3 weeks from the time I called for him to come out. I would think appointments could be scheduled sooner.

The service agent who came here was very experienced and fixed us up real fast. It is working good over a week later too---he fixed it good.

We were very pleased with the skill of our technician. He found the problem and fixed it. We now have ice being made again.

Our technician, Frank, was very knowledgable and gave excellent advice about all our repair options. He also advised us about general maintenance of our machine, so that we can continue to keep it running well. I recommend this service unreservedly!

Website states they are open till 10pm. Drove all this way to find out they close at 630. Lost my Business for life.

Highly professional, very experienced and creative with the repair. Our refrigerator icemaker now works better than it has in years.

We set up an appointment a week in advance and the tech never showed up. There was some sort of disconnect between the tech and their call center because they never let us know that he wasnt coming, and when we called to check in they had no idea what was going on and didnt seem to care.

Excellent service. The dishwasher is still working. Thank you.

Frank, our service technician, has proven himself to be an unparalleled master in his trade. He quickly makes the proper diagnosis and efficiently performs a flawless repair, and he does it right the first time. He had worked on our washing machine, clothes dryer, refrigerator, all with equal aplomb. We are so glad to see him pull up in the Sears truck, and we then know that help has arrived. I regret that I can only rate him as a 5-star. 10-star would be more like it! Frank is loyal to his customers, and also to the Sears Corporation and is the best roving Ambassador that Sears could ever hope for. Thanks again, Frank!!!Ron StopferJunction City, KS

I have rated the repair 4 stars, instead of 5, because it took about 2 weeks for the repair man to come to diagnose the problem. Then he had to order the part and come back again to install it. Apparently the Sears repair team has to cover appliances sold by other retailers, such as Lowes and Home Depot so they are spread very thin. The repair man was very capable, thorough, considerate, and likable. The repair was major (the evaporator assembly in our Kitchenaid) and the appliance had been in service for less than 2 years. The repair man did submit the expenses as warranty because some major components are warrantied for 2-5 years. We will still have to pay $340 for installation, if warranty is approved. So far, after a week, the fridge and freezer are working well.

Service was requested for replacement of light panel and annual maintenance. Light panel was replaced and repairman indicated he was finished. I reminded him that annual maintenance was also to be performed. Following completion of that service, the dryer made a squealing noise when started that wasnt present prior to the maintenance. The repairman proceeded to take the dryer apart and reassemble it 2 more times but could not figure out the source of the noise. He suggested that it might stop eventually and to call for another service appointment should the noise continue. The dryer continues to make the squealing noise each time I start it so I will be requesting service again to fix the problem.

Over priced, would take 2 weeks to come and check out broken fridge.

Great job! Quick work. The guy loved his job and it showed :)

Not the cheapest place in town but they notify you before they arrive, perform quality work in a professional manner and, best of all, my washing machine is working again.

Terrible time management for this company. Sent up the appointment, got an all day appt time for 6/9 and had my text message notification set up. Get a text at 1:30 saying my technician was on their way to my place. Over an hour after that and I finally get a call from the tech saying hes finishing up his appointment in Riley and will be over in an hour. Over an hour later and hes still not here so I cancelled the appointment. Not impressed with Sears and theres not a way to actually check where the technician is. Furthermore, an all day appointment window is ridiculous. Will not use again

Have been shopping at Sears since the 50s my dad wouldnt buy anything else.

The service gentleman called before he arrived, was very courteous and gave me a suggestion for.cleaning my.washer! I am very satisfied!

Technician was very competent, knew exactly what was needed, completed the repair quickly, was very pleasant. Excellent experience.

No service. No show.

This was our fourth repair for the same problem and it is STILL leaking. Technician also damaged our flooring on this last repair.

They are so busy that you have to wait longer than you would like but the service was great, the technician was very helpful and friendly, Would recommend them to friends and family.

Mike is always great! He is knowledgeable, courteous, and thorough.

A nice repairman keeps coming to our house and trying parts that do not function properly, and we have to wait another week or two while ordering a replacement or else a different part that may be the crux of the problem.This has been going on since Feb. 18, 2016. If the pump that is on order does notmake this dish washer sing, I am ready to call it a lemon.Dorothy Ann Bollman

Sears man did a good job and a thorough job, checking our air conditoner out.

Servicemen were very professional, precise and made helpful suggestions.

The repair specialists were friendly and efficient, explaining what they had done and giving additional information about what to do if there were any malfunctions of the unit that had been replaced. I was impressed.

Mike did a great job servicing our washer & dryer!

Frank was great, found the issue immediately, and resolved the problem quickly!

Well professional person did everything possible to help to my problem. Keep up the good work.

Professional service. I like scheduling online.

Repairman was excellent. He found the problem with our dryer quickly and fixed it!

Completely satisfied except for the 10 day wait to get service.

It quit working again 3 days later...

Most terrible service I have every had. Took 3 weeks for tech to come. When he did show the problem had stopped. Tech refused to even check out what might have caused it.