After over two months of waiting for Sears diagnostic appointment and the backorder of parts, their repair tech came out fix my broken refrigerator. The tech installed the parts, and then asks for more money after I paid for all of the repairs upfront (100%) two months earlier when the diagnostic appointment happened. After an hour of haggling over the double-charge (which they ended up waiving), the tech left. The refrigerator still continues to not work. My refrigerator actually is in worse condition now than it was before the repair attempt — it wont cool below 68 degrees. Who can go on with a non-working refrigerator for months on end? I called them twice after the tech left about the fridge still not working. Their call center said theyd escalate the situation and have a manager call me for a resolution. That was several days ago; still no call back from Sears. Do not deal with this company for repairs unless you enjoy frustration, and wasting your time and money.

I had to answer yes to Did you use this business?, but the truth is, I never had the chance, and I gave 1 star, because I cant give 0. I opened a repair request with them through my home warranty company (not by choice, they were assigned to me).The first appointment was set for 9/8. On 9/7, I was called and told that the technician had gone home sick, and that they would need to reschedule. I was agreeable, things happen. I was given an appointment for 9/23, two weeks later. Fortunately, this was just an issue with my icemaker, and not the entire fridge, so nothing major.On 9/23, at approximately 2:30, I received a call that the technician had once again gone home sick, and that they would once again have to reschedule. I was dubious, and I told the person on the phone that I was skeptical, but fine. I was given an appointment for today, 9/30.I just received a call at 4:45, that the techs truck had broken down!!!! And wouldnt you know it? They had to reschedule.... AGAIN. It has been a month, and three cancelations. This time I told the person on the phone that it was unacceptable, and I needed someone out immediately. He just kept rereading the script about how he had to reschedule and he would see when they had an appointment available. I didnt bother letting him find one. I told him I was not interested in waiting for another canceled appointment.I have never dealt with such awful professionalism when it comes to keeping an appointment. I am lucky in that it is just an icemaker and not a major appliance malfunction. I dont know how companies like this stay in business.

Ron Capps has been dependably and professionally servicing my lawn tractor for over 20 years.

They came when they said and were able to take care of our issue.

Awesome response time to our call for help. They arrived on time. Knowledgeable and helpful to explain my problem with my gas kitchen stove. If you bought it from Sears they already know everything about your stove, refrigerator etc

Its a great place to shop and find the appliances u need

Great job, on time, courteous, knew what problem was, had part on truck and ice maker working like a charm.Thank you Sears!

Courteous, professional, on time, and thorough.

Great job!

Our repairman was efficient, friendly, and knowledgeable. He quickly determined the problem with our freezer and repaired it.

Bob did a great job fixing our refrigerator. He was very personable and explained what he was doing. We would highly recommend him to others.

The technician was very nice and helpfull. the cost of solving the problem that was not even re placing parts, taking less than 20 min to solve was highway robbery. It would deter me from ever calling this company again.

I sent a lengthy (raving review) about the serviceman who came out last week to repair our washing machine - I dont have time to write more about it right now - the washer is doing great and we know that there could still be issues with it as our wonderful repairman let us know. We will call Sears if it is not working properly - the serviceman was excellent, patient, was very informative and did such a great repair. I certainly hope this note gets to you so this young man can be given the great credit that he deserves and if the washer starts to mess up again be assured we will contact Sears. Louise Crumpler

Our first appointment was cancelled because the technician went home ill. Rescheduled for a week later, again cancelled for same reason one half hour before the end of the four hour window for him to arrive. Very frustrating as, in each case, we had to stay at home waiting only to get a phone call cancelling at the last minute. Once again rescheduled. We called to voice our concern about the two cancellations. We wanted to be assured of a more specific time for the tech to arrive. The tech did call the day of the third appointment to provide a more specific arrival time, so that we could better plan our day. That was appreciated. Recommend that having the tech call customers to give them a better idea of what time they will arrive (knowing it cant be entirely precise), within the 4 hour window. The tech called again when he was about a half hour away. Again, appreciated. At this time, however, we are contemplating whether or not to renew our service contract after this less than satisfying experience.

The washer is working at the moment BUT it took over 2+ months to it get repaired -- Ive been a Kenmore die heart for 40+ years but getting this one repaired under warranty and still waiting parts for another one has totally reversed by commitment!* update: repair lasted less than 3 weeks and it took until 10/03/2019 to have it operational again; so waiting to see how long it works this time around. And Sears is telling me there are not enough broken ones to warrant replacing the unit -- All is takes is one with the repair history on this unit!08/09/2019 -- now Im being requested to rate service for my microwave but will not start a new post! Since two (2) techs were not available to replace the wiring harness; a fix was done to replace the sockets where the bulbs plug in -- so we shall see how that goes! The tech who was available got permission from his supervisor to make the fix and went to Cashwell Appliance to get the parts! This one is rated low for that very reason ... A control board was also replaced -- this microwave is not much older than 12 months (I believe)!08/13/2019 -- again it will NOT let me make a separate post... another laundry center which has NOT been reliable was fixed again after only working a bit over 6 months from the last repair. The tech is very nice but the product is HORRIBLE and should have been replaced over 18 months ago!03/06/2020 -- microwave again ... surface light bulbs did not even last a year and its a good thing they are under warranty because I was NOT going to be paying a bit of $57/bulb! Another control board because the turn-table would not always stay in the off position. The tech was very nice but this product breaks down too frequently and parts take too long to get delivered -- almost a month!

Very courteous repairman who did a great job explaining my options to get my fridge back in running order.

I had scheduled two different things to be done, 1- dryer repair and 2 - my annual maintenance appointment for warranty checkup for my washer. My only complaint is when a customer is scheduling 2 different repairs within the same time frame, the customer care person in the call center really needs to make if VERY CLEAR that 2 different technicians will be coming, and at different times within the time window given. The warranty work almost didnt happen due to this lack of clarification.

The guy came out to inspect a funny smell being caused by my AC unit. He was very courteous and respectful, but he told me that he couldnt smell anything (it absolutely wreaks in that wall) and then suggested that I have someone else go under my house and look into the problem. Thats not very professional in my opinion and the exact opposite of making sure that your customer is satisfied.

I did this the other day but will write again...not sure if it was received. The repairman who came to my house to fix my dryer (the part had been mailed here) was very nice, professional, and knew what he was doing. I was pleased with his work and so glad to get my dryer back! Thank you!

Where to begin. I would like to state that Sears use to be a very reputable company. However over the past decade things have gone progressively downhill. Our family has been with the Home Warranty program for well over twenty years and we can honestly say we are now looking towards other protection coverage companies. The reasons for this is the lack of customer service. When you call the 800 service number you are dealing with a person on the other side of the world and its very frustrating trying to understand and resolve any issues. We had called in to have basic annual maintenance check done prior to our costly warrantys expiration. Plus we had an ongoing issue with our fridge ice maker we wanted addressed. At present time, we are having our refrigerator serviced again for the 10th time since we purchased it. It is a 2015. We have still yet to resolve the issue of the ice maker. When the service tech showed up it was our Dish TV guy. he serviced our appliances and detailed the parts needed with part numbers. We have had to take 5 days off of work (without pay) making arrangements with the repair dept. The first day they came, and of course knowing the parts needed had no basic supplies on their trucks to repair anything on the spot. So they order parts and have it shipped to house while you again reschedule another day off work. We have had everything from the wrong parts to a previous repair installed a circuit board that wasnt even the correct one for our fridge. Needless to say there has been 3 more rescheduled work days off (did I say with no pay) and issue is still not resolved we are now once again waiting on another part that will come April 9. Making it appointment # 11 for just the refrigerator. It has been a long and gruesome scenario. It will be interesting to see final outcome, as our warranty will expire April 1, we have been reassured that we will remained covered until work is complete and we are satisfied. We can only hope this will be trustworthy. All in all, our family like many families have been loyal Sears customers for generations and nothing would be more gratifying then to see Sears become the superior company it once was as opposed to a dying company it unfortunately appears to be coming.

There just good

The first repair visit went very well, the repairman was very knowledgeable & my dryer worked for a few days. Then a belt broke & I called for another repair appointment. The next repairman identified the part needed & ordered it. When the part came I called to set an appointment. That appointment never happened because the repairman never showed or called! The rescheduled appointment was cancelled by Sears without explanation. At this point I had been without a dryer for 3 weeks! We evacuated to escape a hurricane with a suitcase full of dirty clothes & lived in them for another 5 days before we could return home. Then it was another 7 days - still living in those dirty clothes! - before a repairman finally appeared & repaired the dryer. It has worked well since.

The technician was polite, knowledgeable and diagnosed the problem very quickly. We were completely satisfied with this service call. Actually, over the past 14 years the few service calls we had within the framework of the Sears protection plan were all a positive experience.

The service person, Aldo, was knowledgeable and professional. Excellent service and advice moving forward.

I am extremely satisfied with the service I received! The repairman was there when he said hed be and immediately diagnosed the problem. He thoroughly explained my options and did the work quickly. I would definitely call Sears again in the event that I needed a repair!

I called to make my free annual washer inspection. I was pleased with the LIVE contact to set up the appointment. The repairman Billie arrived on time and was extremely knowledgeable and personable. He found problems with the machine and contacted personnel to determine whether it was a repair or replace. I was impressed that we got answers immediately that it would be replaced. Within 2 hours, I had a phone call letting me know the amount that I have to spend on a new washer. He also discussed the services Sears offers for protection policies but without the hard sell I have encountered so often from other companies. I was surprised but totally impressed with the level of promptness and service I received.

Jeremy went above and beyond. Truly puts faith back in to the term People do what they say. Outstanding service on our dishwasher, were up and running once again.

DO NOT USE THIS SERVICE, DO NOT USE THIS SERVICE. I had a problem with a refrigerator that I bought from sears, the frig would not cool. I had a Service tech come out and TRY to fix the problem, They charged me a lot of money for the repair. The repair didnt work, I called back and asked them to send a tech back out to fix the problem, they said it would be a few weeks before they could get the tech back out to fix the problem. The day of the appointment, SEARS cancels due to a scheduling conflict. I called customer NO SERVICE and was told that the soonest i could get an appointment was the middle of next month. HORRIBLE SERVICE HORRIBLE BUSINESS PRACTICES. DO NOT USE THIS SERVICE. ONE STAR IS TO GOOD FOR THIS GROUP THEY DESERVE NO STARS. DO NOT USE THIS SERVICE. They want your non refundable money and they will not deliver on their side. You will be taken advantage of by this company.

A good experience with the tech today. He followed Sears protocol 100% and we were quite satisfied with Billy. He checked out the washer; identified the issue and made repair with parts from his truck. All was done in about one hour.

The second time around seems to have worked. The repairman was courteous and hard working on both occasions. It is just the whole appointment and technical service system that needs adjustment. Ive never been so frustrated by trying to talk to a person (rather than a recording), by trying to get a straight, reasonable answer, and by being cut off repeatedly (was this an accident or a response to my increasing frustration?) I think an initial 25+ days to wait for an appointment, plus an additional 10 day wait to repair the repair is not acceptable. Fortunately, the repairman was able to take care of the problem without that additional 10 days.

Sears was available whenever I called, thank you for that. Our biggest concern is the amount of time it takes to schedule a service appointment due to the back log of service calls and claims. It took 3 weeks for the next available technician to come out to repair our oven, thank goodness this had nothing to do with our refrigerator!! The technician was on time, kind and knowledgeable of the problem, he fixed our oven in less than 2 hours ( his name was Eric, didnt get the last name but great guy!).

Absolutely horrible service. Have a dishwasher that doesnt heat or dry. Service tech came after waiting for 4 weeks for an appointment. In his diagnostics, which was turning on the dishwasher for 5 minutes, he said that it was probably the heating element. From Sears service manuals it says that they are to test the element with a voltmeter. This was not done. They are also to test the hi limit thermostat. Also not done. I had to wait 2 weeks for the part to be delivered. Payment was required up front for the part and labor to install the element. Another tech came out to install. Which he did. I asked him to test and make sure it was working. He said it would take him too long to do. I ran the dishwasher and of course still the same problem. I immediately called and was told too bad and they would send out a tech in 2 weeks. This is not acceptable when it is now their mistakes.I will be reporting this to the state and on reviews.

Tech was fine but initial repair call required parts which were ordered & received a few days later. Follow up call could not be scheduled for 3 weeks later. When tech returned, the wrong parts were sent. Poor service schedule & communication. Will revisit service contract next year.

5 star for repairman and repair. Two stars for parts department. Part box arrived half open (it was packaged loose in a large box) and no way to determine if all parts were present. one star for the service initiation group. Had to remind them to note what the problem was, and they were not interested in considering rescheduling the return installation appointment when the part arrived in one week, and the repair remained scheduled two weeks later.

My dryer has been out for 3 months with different diagnosis. A tech was just out yesterday making that visit number 7 to fix my dryer. And now I call to complain and request a replacement (the parts are valued more than my dryer at this point) I have to wait on another tech to become available which is another 10 days! Absolutely unacceptable! P.S. I just purchased this dryer in February 2018 this year! SmH

Tech Cody did thorough investigation and sealed a small breach in the door gasket. But, temperature in the refrigerator continues to drop and oscillate between 33 degrees and 40 degrees. We store medication in this unit; must have stable temperature. Present situation is a problem.

The soonest I could get an appointment was over 2 weeks away for a Kenmore refrigerator that died. They arrived late and said they had to order the parts. I had to make another appointment, waited all day and they didnt show up. I called several times and was told that they guaranteed that the technician would show up, but he never did. That evening I received an email saying that my appointment had been rescheduled. After another week, the technician showed up and said the parts were the wrong ones. They charged me $417 to fix a 2 year old SEARS refrigerator that died. Its no surprise that Sears failed as a business, their service is horrible and they do not stand behind their products.UPDATE: As the owner requested in the canned response, I sent all information to the email address provided and there has been no contact or follow up from the owner.

Finally the washer was repaired. It took two months to get it repaired. The washer worksfine now that the repair has been completed. The repair person was very kind and went right to work after he got here.

We will never buy another Sears appliance. Our dishwasher has been out since early January. Weve had delay after delay mainly due to the fact that there is 1 repair person for the entire NC eastern region. Sears hires, then lays off workers continually (the one repairman explained). Because of this nonsense, customers wait 2 to 3 weeks for service and of course IF they show up, a part has to be ordered. Then you are in the loop for another 2 to 3 week wait. We were very relieved that this past Thursday might bring an end to this madness, but NO, NO ONE showed up. Taking off work for 4 hours for nothing is simply not reasonable. *this last appointment was made because the last repairman didnt not order the needed part as he promised.Furthermore, my husband and I have spent hours on the phone with Sears. 3 TIMEs we have pushed to speak to a supervisor and each time ... no joke...we were transferred to someone with a headset that wasnt working. Surely, this isnt on purpose. IF so, Sears is in more trouble than the news indicates.

We are so disgusted with the Sears grill that is so cheaply made and falling apart in less than 2 years; and then the failure of Sears to honor the warranty that we spent additional money for. . We will NEVER purchase another item from Sears, and we have shopped at Sears our entire lives. The Sears experience has drastically changed and we are VERY dissatisfied. Beware of Sears. It is a big box chain with little regard for customer satisfaction.

Scheduling routine maintenance was a nightmare but the service technician was so pleasant and thorough that I still give them 4 stars.

The Serviceman was excellent and the repair was completed satisfactorily. My only complaint is that the Labor charge for less than one hour of work was a little over $200.00 !!! Next time, I will call an independent Serviceman first to see if he can do the repair at a more reasonable price.If Sears thinks they can continue to charge people these kinds of hourly rates just because I have a Sears Brand appliance (i.e., Kenmore), they are mistaken on two counts. Most importantly, I will not buy any more Sears Brands and get trapped in their service offering.

Serviced all 5 appliances in a timely and professional manor.Answered all questions that we had. Will have them back again.

Repairman came on November 29, said he needed to order a part. STILL not in, and Sears says as he ordered it directly, they cant track it. I ALWAYS have this kind of service.

Wonderful knowledgeable service repair person. Fixed our problem.

I wish that were less than one star review to give to them I have schedule a service repair with them they send me an amateur that diagnose me problem to be a door latch and which he was asking $42 for the part that cost only $23 from local store and $249 for labor for removing two screws. To cut the story short the problem has nothing to do with door latch when I call t complain Mrzakarie andPetter told me it is your problem because you have not payed for the full service

Randy and Terry are excellent Service Techs. They are knowledgeable, efficient, courteous and extremely personable. I am totally pleased with their work!!!!!!

Well done

Extremely prompt, personable, and got the job done perfectly the first time!

Not very pleased. The guy NEVER RAN the machine. Checked it out said all looked good. Maybe something got stuck. Yet we had smelled an odor like wires burning. It took over two weeks for the service person to arrive.

Washing machine problem was not solved. I have called to notify Sears that I will need to schedule a second appointment. I have always been satisfied with Sears service so I am optimistic the problem will be fixed.

I love the groupon deals for oil changes😍

Prompt, courteous repair BUT if I understood correctly the replacement part I needed (gasket assembly for both doors) has been modified slightly by the manufacturer and does not represent the solution I was hoping for. A Sears rep. is sending out another repairman to take a look. The refrigerator is only 9 yrs. old! Followup:Still not completed as wrong parts were sent and some scheduling problems, but I will post when job is complete. The techs esp. Randy have really tried and probably are a little frustrated.

Repairman was very competent and customer focused. Great service.

Made appt in the am and had a technican at my home before noon. Extremely helpful tech, and very informative. Will definitely use them again

Our refrigerator serviceman arrived within the time frame wed been assigned and went immediately to work.He was thorough, efficient, and cheerful.We were impressed.

Reported the problem with our dishwasher (water on the floor, washer not empying) in November and waited three weeks for a technician. He had to order a new drain pump, which was mailed to us. The technician returned on 16 January Technician arrived on time and replaced the pump. The pump itself seemed to be working ok when he left, but when we washed our first load of dishes, we noticed water on the floor and our dishwasher again was not emptying. I have confirmed that the drain hose is clear. It takes at least two pump cycles to empty the washer. I called Sears again on 21 January, and was given an appointment for 10 February!!! This delay is unacceptable!! This has been going on since early December. Now it looks like it will be March or later before this problem will be resolved. i will call Sears again on Monday and ask for a priority on this because this is a continuing problem that has not been fixed. There are other competent service technicians in our area. Why cant a local appliance service business be given the authority to perform warranty/protection services work on our dishwasher an eliminate the undue wait for service from Sears?

Randy was efficient and super polite. Was training someone and very thorough

The technician was great. He found the problem, packing material missed during installation, with my washer and fixed it.

My address is wrong on all the paperwork and I noticed screws leftover on top of my dryer after the repairman left. Called the customer service number and there were rude and hung up on me.

Very pleased with my recent service from Sears. Randy knows refrigerators and is so pleasant .

Extremely poor service- if you can call it service. We have had 2 washers broken since December and they have made 7 visits on just one of them and still have not been able to fix it. Each time they visit, they order more parts, schedule another visit and repeat. We have contacted Sears warranty service each time and they told us after 4 tickets if they were still unable to fix it then they would be replacing it. Well, we are up to 7 tickets, 3 months, still no working washers and they keep changing the guidelines on when they will get us a new washer. They are extremely unorganized, inconsistent and just lack any level of actual service.

The maintenance was done and the representative was very helpful with advice on how to maintain my appliances.

Repairman showed up on time and completed the repair quickly and well. Will definitely use Sears Appliance Repair again.

The repairman was GREAT when they finally got one to my house. I was without a washer for 3 months!!! The repair center scheduled appts that I knew nothing about. The first appt the repairman called in sick so they rescheduled me for a full month away. The second repairman came on a day different than what I was told and did not call to say he was on the way. A third repairman came after 2 1/2 months, without me knowing, ordered the part that I knew I needed and left. Didnt even have to come inside. Why couldnt that have been done 2 months ago?? Finally the repairman came on the correct day specified amd fixed my washer perfectly within 30 minutes. I will NEVER order another appliance that requires home repair EVER AGAIN from Sears. It was a nightmare!!

I’ve always been a big fan of buying appliances at sears until NOW! On OCT 11th 2017 our Kenmore refrigerator went out. It was not cooling or freezing. We contacted sears and was told it would be 3 weeks (yes 3 weeks!!) before someone would be out to check it. I decided to contact a local appliance repair to come check it out. They arrived the next day and told me the closed system unit was out and it would be under warranty because the refrigerator was less than four years old. They couldn’t take care of it because they were not an authorized repair person for Kenmore and the cost would probably be over $1000 to fix. We decided to wait the 3 weeks for sears and when they finally came they confirmed the closed system was out and would need to order the parts. They ordered the parts and the parts arrived in 4 working days but it was another 3 weeks before they could come back and fix it. On Wednesday November 22nd the repair man came back and changed out the parts and when he left he said it may take a couple of hours to get old and freeze. After 8 hrs we still had nothing (Still broke) I called Sears back that evening and after telling them it was repaired earlier in the day but still not working, I asked if they could stop back by on Friday after Thanksgiving and they said no, the first available appointment would be DECEMBER 6th!!!!!’ Now what will happen is, they will check it out on the 6th and have to order parts and we will ha e to wait another 2-3 weeks to get it repaired. I can’t believe they wouldn’t get someone out sooner especially when they were just there that day and didn’t fix it!!!! WHAT A jOKE!!!!!!!! After being a long time customer of Sears, I will never shop them again.

The repairman was wonderful and repaired our lawn tractor in a short time. I was not satisfied with the appointment process. We had to wait three weeks to get an appt.. I made sure to make it for an afternoon my husband was off. When the lady called us to remind us the day before, she said our appt. was between 8 and 5. I explained that no one would be home until 1 pm so I had set up an afternoon appt. She assured me there was no problem. At shortly after 7 am the next morning we received a call that the repairman was on the way. I intend to look elsewhere for our repair work from now on.

I was very satisfied, technician was on time, very courteous and knowledgeable. He found the problemMade the repair in a short period of time.

Our technician did a great job in quickly diagnosing the problem and repairing it as well!

Second time (repair) on my standalone KitchenAid ice maker, still not working 100%, took 4 days to fill with ice then melts about 25% a day. I live 180 miles away as my second home and Sears wants me to comeback mid next week...

They do an excellent job on Lawn Mower maintenance warranty.

My repairman was here on time. He was extremely polite, professional, and helpful. Thank you for getting my washer working again.

Technician came out on time and promptly diagnosed and fixed problem. I appreciated that he took the time to explain to me the problem and what my options were.

The people that came to the house were competent and friendly.I am disappointed how long it took for me to get an appointment in the first place.

The gentleman that came out was great. The fact we had to wait almost 2 weeks was unacceptable.

Two different services1. ice maker; service excellent2. washer/dryer/dish washer; service mediocrefirst time was terrible; dryer was worse than before he came. second time was OK

Fantastically helpful technician! Sears master protection plan is such a blessing

Reliable, prompt and consistently a job well done.

Great service Technician took care of problem immediately Very nice and friendly

Great. I called Sears on Thursday and a repairman was at my house on Friday. He fixed my problem with my refrigerator and was on his way.

Very satisfied with the technician and the repair.

The repairmen didnt check the part he took out of the refrigerator to see if it was the course of the problem, nor did he check the replacement part to see if it was working properly. As it turns out my refrigerator is still not working.

I would have to give a negative star as my repair has not been done because the service man never showed up. He is scheduled once again on 6/20/2017.

Total rip off. One man, two and one half hours of labor and a $15 part. $350.37. That’s $136 per hour for labor. Don’t buy Sears appliances.

Repair didnt work! I am still waiting for them to come back out!

Took a week to get someone here, but still not fixed, now I am waiting another week to get someone back.

The service person was great

Guy was on time mower was running already, but he checked it out, thanks

Three weeks wait before a service could be scheduled for a Kenmore oven! Went elsewhere.

No visit by repair person. No repair made.

Repairman was ready to fix but part needed cannot be found

Randy was super professional and patient. He even took the time to teach my son a few things as well about the refrigerator.

No longer there.

Tractor repairs always complete and professional.

Great service!

Very good

Wait for Service was to Long.