Could not get my story of what was wrong for insurance or warranty sales constantly pressure. If thats what prepare help is, mission accomplished.

Janky stuff. Sears aint what it used to be

Great customer service.

In the past, this has been an excellent program. With just one service call per year, the Sears Home Protection plan on my stove and dishwasher paid for itself. And to top it off, when the parts for my old dishwasher were no longer available, Sears gave me a credit to purchase a new one with comparable features to my old one. This also includes delivery, installation, and haul away of the old appliance. I am very happy with this.However, getting a timely repair NOW is nigh impossible. The technician (who was very good) set up a follow up repair to replace the wired in light in my oven. The date came and went with me waiting all day (8am to 5pm window) and no repair technician. I wonder if I will every have a light in that oven.FYI: I have been without a working refrigerator in my kitchen since July 6, 2020 (today is Jan. 25, 2021). After the service department CANCELLED my work order to get me a new fridge to replace the one that cannot be fixed, I started the entire process over. Then the wait for the new fridge was 2 MONTHS. Got a call the other day, now it will be LATE APRIL before they can get it to me. After 2 major food holidays (Thanksgiving and Christmas) without, I am used to their mistreatment. If only the people who push the paper were as good and the technicians who come to the house.I really miss the good old days.

I purchased the Sears Protection Agreement and have found that Sears will do anything to avoid honoring the details of this contract. They will send a technician, who is always helpful during their hours all, but has very little power if your appliance is a lemon or deemed in repairable. I’ve had the same problem for nearly one year and my only solution to to continually make new appointments for service calls wasting the time of the technicians. I have called and representatives have said bluntly “I can’t help you” and have on occasion intentionally disconnected in the middle of the call. It’s no wonder Sears is still facing financial problems with this horrid level of customer service.

I was completely astonished when the technician completely dismantledour TV down to bare metal, installed the required parts, and in less than 45 minutes, with great skill, the unit was restored, working as a new unit. Thank you for the technician.Do I have a compliant? Yes, the almost 5 weeks wait time it took from the time of asking for service until the unit was restored. Thank goodness we had another TV to use.

The representative was here when he first visited on time.He checked my unit and said I needed parts, which I ordered from himat that time . He however could not come back and do the repair for threeor more weeks, which I agreed to.But when he did come back, and installed my parts, the unit still did notwork and at that time the only option I had was to order more parts, and wait another three or so weeks for him to install .So here I have been without a washer and dryer for 2 months.I requested a price quote on what he said was the problem now and itwas extreme, so I went back to your store and purchased a new unit.The rep told me he had a company that bought old or repairable unitsand he had called him and I should hear from him quickly.Two weeks now, no call from anyone and I was not left a number to reach the rep nor the guy that was purchasing my old unit that neededrepair. My old unit sits outside now and I must find someone or somewhere to put it.This is the first and only follow up from anyone concerning my service.I have used Sears most of my adult life with satisfactory service andreliability. I do not know if Ill use Sears in the future for my service needs.

First of all, the repair and service took over a month. Rescheduled twice. When the first repairman, Tyrone, came, he did a great job. Repaired it quickly and went on to service, but he did not have the correct blades, and did not have an air filter. This was on 27 April. The second repairman came on 9 May and replaced the blades and air filter, but did not call before he came, and in fact never even spoke to me. Finished and left. And I dont think the tractor was lubed, even though that is supposed to be part of the service. Ive had poor service with Sears on one of my HVAC units in the past too.

The repairman was courteous, helpful, honest and professional. I explained the issue I had with the washing machine in that the machine wasnt getting the clothes as clean as it should be. He looked at the machine, observed the washing action and checked for updates and said the washing machine works properly. I asked why the machine wasnt getting the clothes clean and he said that it wasnt the washing machine because the machine is working perfectly, it is the type of washing machine. This type doesnt clean clothes that well, I would have to agree with him.

My washer was not fixed. It did the exact same thing it was doing when I called for repair. When I called back for repair again, I was given an appointment 18 days later before the service person can come back. That is very poor service under a Master Protection agreement with Sears. Every appliance in my home is a Kenmore brand. That will change in the future.Sears made a third appointment on July 21. They came worked on my washer that day. Replaced a part and left. Washer still does not work. They now are coming back August 10. It has been broken for two months.They even keep trying to sell me a policy to cover the rest of my house. Why would I even consider that policy when they can not fix a washing machine in 2 months.

The technician was very agreeable and worked efficiently to complete the job. I initially thought my ice maker wasnt working but did not give it enough time. It is now working fine.

This was my third visit trying to fix my front load washer! It has been very frustrating for all parties! BUT this visit was to be my last! They, yes they, were determined to fix this washer during this visit and they did! It took 3 to do it, but they kept trouble shooting until they did it!. I dont know who was happier!After several months, 3 repair visits and 3 repair men....We are fixed!!!! Thank you guys!! I appreciate you!!

DO not use this company. I had a power surge that took out 4 of my kitchen appliances. My home insurance told me to call and get estimate so I could have them fixed this was 6/22. I called and the man over the phone told me that because it was several appliances I would get 60 dollars off of the service bill. which I had to pay full price for all appliances. then he told me that my oven was covered under warranty. So tech comes out on 6/28 looks at all appliances and tells me that what is wrong with the oven is not covered under a full coverage warranty. gives me a verbal quote( which I wrote down) and told me to call in morning to sears and they would email me the estimate. Now all I needed was a piece of paper stating an estimated price for parts and labor to fix my stove top, oven, range, and dishwasher, and what was wrong with each one. Guess that was just too difficult. After multiple calls and some nasty I got in touch with someone who contacted a district manager and they sent me a copy of tech report. The damn thing was blank. no prices but one saying a part for my dishwasher would be 126. that was it. this was on 7/10. So they sent the same tech out and he half ass wrote out a receipt for two appliances that Im sure will not work for my insurances. /Need less to say its 7/13 and I still have no way of cooking in my house. Im beyond pissed. Will not be using this company and will tell everyone not to use them.

After two different technicians visits, the dishwasher is not functioning. Apparently the first person nicked a hole in the drain from the dishwasher to the sewer just outside the front of the appliance. The second man, who came to the site was a regional supervisor. He examined the dishwasher and told me that it would have to be re-plumbed. All of this is after two years and six months of use. The second man did attempt to clear the clogged drain. He suggested that I needed a plumber. So, I called a person who came and found that the drain under the floor had dropped into a bend. However the leak remains and I am going to require another plumber to come and replace the drain. The plumber who came last told me that it would be cheaper to purchase a new dishwasher. Frankly, I purchased some Flex tape and am trying to stop the leak in the drain which seems to me to have been caused by the first repair man. This has been a mess. The first sears appliance repair man who came was dressed with pants that showed his behind. He was trying to get me to purchase a plumbing service from the local appliance company for which he worked. I did not do that because I knew that the appliance had operated as installed for more than two years. This has been a real lesson in avoiding people like that regardless of who sends them to my home.

Technician was wonderful. Ice maker still freezing up. Have not had time to call in another repair. (Family member in hospital)How many times do I have to have a technician come here. Ice maker replaced 3 times, motor replaced, sensors replaced, chalked all around ice maker, cannot remember what else at this time. Have spent almost or more than the refrigerator is worth. Tech came back again 7/22/2016. Tech is great guy. Ice maker NOT REPAIRED. I AM LEFT HANGING ON IF IT CAN BE REPLACED. SEARS IS GIVING ME THE RUN-AROUND HAVING THE TECH do things that has nothing to do with the ice maker. NEVER, NEVER NEVER will I buy another product from Sears. This has been going on for over a year.

VERY VERY unhappy, They left us setting the 1st day from 8AM to 5:15PM and called 3 times making sure we was home and that they would be here and finally at 5:15PM a Tasha from the Memphis office call stating she was the manager and was going to make it right and ask to Please give them another chance so we did and the guy showed up and the motor was out and was covered by warranty and was told because of our TROUBLE they would work with us on the work. When the parts came in the guy called and said he was on his way but said the work order showed not to send him and he wanted to know why. Now I did ask not to send Mr Hendrix because that is what a store employee had told me but I thought it was VERY unprofessional that they have the man we ask them not to send to call and say why dont you want me. Very unhappy with SEARS and will not use them again. They was here for about 5 minuets and charge us $159.00 for service.

My parents had to wait almost 3 months to get their refrigerator fixed. That is unfathomable to me. The refrigerator is flawed and the fact that the technician has to come out 4 times in one year to fix it before the maintenance agreement will honor a replacement is insane. Lessons learned: 1) Do not buy a refrigerator from Sears and 2) Be sure and read the small print in your maintenance agreement.

Absolutely the most horrible experience I have ever encountered with any type repair service.Technician arrived on September 8th for a problem I was having with my freezer on my refrigerator. Upon completion of the diagnosis of the problem I was given a price including labor and parts. I paid the portion that was required and was told the part had to be ordered. I received the part after a couple of days but was told the technician could not return until the 23rd of September (2 weeks). Tech returned on the scheduled day and installed the part. Upon completion of the service and after running my Sears card he gave me a receipt for an amount that was more than the balance I should have had remaining. He then told me he could not reverse charge he had just ran on my card but rather I needed to contact customer service. I did that with no satisfaction whatsoever and to top everthing else off the part they installed did not fix the problem. They rescheduled me for Oct 17..So as of today I am worse off than I was when I started this since I have paid $462.00 and still have broke freezer. I have been a customer with Sears for 35 years but upon completion of this disaster I plan to never do business with them again. I also will my share my displeasure of this service with friends and relatives and log a complaint with our state public service commissioner. Totally dissatisfied!!!

The repairman came in said i had something inside my washer but it was ok .. it makes a scrubbing sound when it starts to spin but it didnt seem to mater. it has now been 3 weeks of my dryer not working. it will not turn on. They have came twice and they will not fix it. im 69 years old I have the newer stacked washer and dryer they are telling me that i have to have this sitting on the floor before they will fix it. it was installed and stacked by sears and they refuse to take it down.

We had three sets of repairmen. Only the second pair were adequately trained to deal with our appliance The second had to undo the errors of the first and set up appropriate repair, returning the wrong parts and ordering the proper ones.The third pair got the job done, finally, after a three week period during which we had no stove top.There was no continuity or communication between any of the three pairs who came to fix our stove which put each of them in the dark and prolonged repair time.

Repair a few days ago on refrigerator was successful and professional. I am very pleased.

I love Sears and the repair guys that have came into my home. The problem I have is with the part that was ordered. The first one that I recived was the wrong color. The second one is cracked. I am now waiting for the third one to come in. I hope there is nothing wrong with it.

Roy, the training supervisor was great working with our appliances. He did a lot to restore some confidence in Sears products after we had such a negative reaction when our stove was out for 6 weeks last year.

The repair man was excellent. My refrigerator drain was clogged causing ice buildup. But the drain is located within the refrigerator itself and the refrigerator needed to be opened up and flushed. He not only repaired the refrigerator, he showed me exactly what to do if the problem occurs in the future.

ANOTHER MOTOR!!! MOTOR NUMBER 4!!!This is NOT how companies should do business. May was our first repair this year, weeks of waiting, multiple repairs, last was a clearly USED motor, probably rebuilt, which threw a rod out the side of the motor the first time it was used. Now were waiting for ANOTHER MOTOR. Number 4. In 2 years. They refuse to speak to ME any more and will only deal with my husband. Unbelievable lack of concern for crappy service and even crappier equipment. No compensation, no replacementof the mower, nothing but hangups and disconnects when I call to complain. WORST COMPANY EVER to do business with. BUYER BEWARETWO-WEEK WAIT: We have been waiting for service since June 20th. July 31st is our most recent promise for service. Completely lost my cool with these people and this delay is out of pure spite for raising my voice - Sears is a joke.UPDATE 2: Two more weeks of waiting and the technician is a no-show. No call, no nothing. Sears confirmed by phone call yesterday and email today, but offshore customer service keeps transferring and disconnecting my call and claiming there is no appointment. Sears needs to shut down. No wonder so many stores are closing.UPDATE: Exactly as expected, contacting them as requested was pointless. Lots of blah blah blahWe were SUPPOSED to have a service call today. The technician called and decided over the phone that the used part he put on a few weeks ago has failed, so he would be wasting a trip to come out today. He needs to order parts and THEN come out. Probably 2 weeks he said. Weve already been waiting 2 weeks for this lemon lawn tractor to be repaired yet AGAIN. This time its the rocker arm assembly. Valves, motor replaced, carburator replaced, etc., etc., etc. No help calling that phone line. Transfer after transfer after transfer. We paid a fortune for the mower and thankfully a good warranty. That doesnt help the knee high grass in the yard. Garbage mower from a garbage company. Sears is a shadow of its former self. Irate customers are immaterial to this company. Buy elsewhere. ANYWHERE but Sears.

Very good the serviceman was very nice and helpful

Water dispenser was quickly repaired. Sears repairman was very efficient.

The only reason I gave them a star they make you, they need negative stars. I have had an awful experience. As of right now my refrigerator has been out for over a month and a half . I have the service perfection plan, I have had 3 different service men come out and have parts ordered. They came out on the 22 of december and fixed it we woke up on the 26th of December and it was not working again. So, I called sears again and they gave me the run around someone came back out on the 28th of December and they did some repair on it. While soldering on it, it collapsed a hose and he told me he was going to send in a request for a replacement. Well, I called the store to let them know what was going on. Then, come to find out they ordered another part, and he didnt put in a request for the replacement. They said when they come out 3 times, they replace it. Well, they dont, they dont do wha they can to help you. All they do is put you off. I have contacted customer services and the store and the head of customer service. Well my next call will be head quarters, unfortunately I cant call them today due to the holiday. But when my refrigerator went out I had already started buying food for Christmas dinners. It all ruined, I lost over $900.00 of stuff and all they want to give me is $300.00 as if thats going to be okay. Well, I have also found out that I am not getting the whole $300.00 they cut it to $234.00. I have had to send for 2 food lossages claimed, like that should make me happy. Well, when you lose over $1500.00 worth of food and the ones whom are responsible for this say that youre guaranteed $300.00 per claim and then they cut it down even more than it already was. That just shows how much of a lamentable company you are. The whole time I have had my refrigerator under Sears, I have gotten nothing but lied to, run over, and basically cheated by your apparently stuanch Customer service. Sears does nothing but lie about everything to keep them safe from a great deal of law suits. I would not recommend anyone to purchase any item from Sears and especially not to get a Kenmore Elite. For anyone who does buy a Kenmore Elite, dont buy from Sears or the master perfection they do not stand behind it or assuage any of their costumers.

Repairman was on time, polite, worked quickly and the charge was more than fair.

I purchased a lawn mower and had great service but then i purchased a warranty and since then the belt comes off but the technician just comes out and put the belt back on instead of figuring out the problem. I requested another tech but the same one comes and now its Fall but i need to see if it works before the warranty is up.

The service man was great but after he left, I still had trouble with the washer and towels. I guess that is not his fault; it is poor quality machine.

Repairman let me know when he would arrive. Repairs done fast and efficiently.

My problem was addressed by the courteous technician in a timely manner.Very satisfied with the service.

The gentleman was on time and was very helpful with my questions. He also completed the service request and fixed my problem, I was very well pleased!

Refrigerator quit April 30th and it is now June 16 and still not working! three repair visits with two or more weeks between visits. Sears will not replace it yet. Do not buy from Sears. Horrible warranty policy and repair contract!!!!!

Repair man came out and diagnosed the problem. He also called the service department and found out that a new board should be replaced. He tried to call his supervisor and was denied. Very disappointed with SEARS!!!!!

I WAS NOT HAPPY AT ALL!!! NOT GOOD SERVICE OR PHONE PEOPLE.

Great service on our Kenmore washer

Couldnt find lawnmower parts on their website

Very professional and on time. Had my dryer fixed in no time.

Good job fixing the problem

Service man replaced wheel that had fallen off.After he left I drove it about 350 feet and the wheel fell off again!This has been an on going problem!I have been without the use of my lawn tractor for three months now.I have had to pay some one to cut my grass twice at a cost of $65.00 each time!!!!!!!!!!!!!!

Appointment was changed 3 times wasted the whole day.

Reliable service

Very satisfied with service

Quick and courteous !

Very, very good !

Sears warranty is a ripoff .

I always trust Sears!

Very very pleased!!!!!

Excellent