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January 2024 by Eldon Burow
A technician showed up to check out the oven on a Jenn Air range which stopped baking. He couldn’t find the model and serial number on the appliance although he had it on his order sheet. He told us we needed a control board and an element and that we could order it ourselves with the model number which he couldn’t locate and had been told to not order anything if he couldn’t locate those numbers on the actual appliance. We paid $149 for the diagnosis and he left. I was suspicious of the need for a control board so I called another service company who agreed with me and went ahead and ordered the heating element and came out two days later. The tech fixed the problem, did not need the expensive control board. He then removed a piece from the bottom part of the range, photographed the model and serial number located under the stove. The technician from Sears was not experienced enough to know what to do. Calling Sears to complain is like falling into a bottomless pit and everyone you talk to has a formulated answer. No one has a supervisor. I will NEVER use this company again and Sears, you can forget about offering to talk to me because I already registered a complaint by way of your chat box and was told you would get back to me….and of course, it has not happened.
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November 2023 by Betty Flood
There was no repairs done at my house!!!
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September 2023 by James Carey
I would give 0 stars if I could. If you want a company to completely waste your time and money, then you've found the perfect fit. My dryer stopped working a week ago and we made an appointment for today (with a ridiculous window of 8am to 5pm by the way). We received a voicemail last night confirming our appointment, but today noticed at 1:30pm that our appointment was somehow moved to Monday. No email, text, call, nothing. I call the customer support line and explained the situation. Seeing as it is a negative experience, no support person would hang up their phone to allow me to get to the survey - very shady and just confirmed how poor Sears customer service is all around. I was transferred 8 times and eventually was disconnected without being able to give feedback. Safe to say I will not be giving Sears a dime and I sincerely hope nobody else does either.
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August 2023 by Deborah
Ricky, who normally comes out was my technician and he was prompt in verifying the appointment times, ordered what he needed after the initial examination of my dishwasher and explained what came next. He explained that he was having everything he needed shipped here for convenience, unfortunately on his return visit he noticed he was missing one crucial part that had been overlooked; he reordered it and rescheduled for two weeks from the date of order, luckily it came on Saturday that he was due on Monday. Within about an hour he was done and ran a cursory cycle. I enjoy doing business with a man as professional down to earth and polite. He is truly an asset to the Sears Hole Service department.
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July 2023 by Ingrid Jans
Dealing with Sears Appliance Repair has been a waking nightmare. They have not correctly communicated anything to me which has cost me additional money and delayed my repair. I purchased a part through them which is arriving today, and my repair was scheduled for tomorrow. Sears called me to check on the status of the part. I told them it was coming today so I was all set to have the technician come out tomorrow. They said okay and hung up. Now I get a message saying my repair has been rescheduled for next week. There is NO WAY to change this, no way to talk to a human being, absolutely no recourse for me to take. Their number just leads to an automated recording that's like "Everything is going ok, press one if you agree, press two if things are better than ok, press three to hear these options again." I truly wish nothing but the worst for the private equity firm that owns SearsService: Washing machine repair
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June 2023 by Vijay Karnatak
Jeffrey was very knowledgeable and explained cause of service issue very well. He is courteous with a great demeanor, it was nice interacting with him.Service: Washer/dryer repair
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June 2023 by jim schowalter
I bought tools in the 70's. Lifetime warranty. That is a outright lie. There CS is less then helpful and useless.
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April 2023 by DeJa Love
I have mixed ratings regarding Sears Appliance Repair.The phone experience is terrible. I’ve called over 50 times because I was routed to the wrong department using their auto bot and stuck there, or stuck with pre recorded sales pitches.By far, one of the most difficult, and time consuming phone experiences.Finally reaching someone in sales, he was very informative and scheduled my appointment. We arranged for the CSR to give me a call back, though I never received one.The Sears Repair Specialist who arrived was also informative and pleasant. He provided me with a direct phone number to the Sears Home Care phone number, as I signed up for the protection plan that covers kitchen appliances and washer and dryer for $49.99 monthly.Overall, the interactions I had were good but the phone service was awful.
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March 2023 by Corky Schakel
Our oven was too old to have a part available to repair. The service rep was pleasant, and searched for possible parts, explaining it all as he went. After about 30 years we have a new replacement stove scheduled for installation.
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March 2023 by Emily Peterson
Since it was an automatic system with no option for human conversation, I could not ask any questions. If I was able to ask questions, then I would have been able to ask if the repairs were worth the money, which they weren't. The repairs did not even last for one wash. I was told then that there was a different problem than originally services and that it was time to get a new dishwasher, which would have been better to know before paying over $400 for repairs that didn't work out and then paying for a new dishwasher.Service: Dishwasher repair
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May 2022 by Scott Stamness
The tech showed up right away, diagnosed the problem and resolved it within a very short amount of time. He was very courteous and helpful!Service: Washing machine repair
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February 2022 by John T.
Sears had the part on hand in their warehouse the whole time and it took them 3 weeks to ship it. They are consistently 2 weeks booked out. Took 2 months to get an ice machine assembly fixed. Should have DIY'd but I paid up front.
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September 2021 by Darren Tobolt
Very disappointed. I tried to communicate details about my machine and problem. None of which were pushed to the repair person that arrived at my house. The tech arrived only to tell me that there were no parts made to service my machine so no repair would be possible. Then charged me the $150 diagnostic fee. This was known BEFORE he was sent to my house to collect $150. My machine is an front loading LG and not more than 15 years old.Service: Washing machine repair
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September 2021 by Clint Allen
The technicians were polite and efficient, but the part they replaced did not fix the issue - the icemaker still only makes 1/2 the ice it's supposed to.
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May 2021 by Jim D.
Don't go with Sears if you can avoid it. My year-old Kenmore Elite refrigerator went out when a power outage came back on. Whatever - they don't make them like they used to. So they send a repair guy out to do the repair. Even though it's under manufacture warranty I still pay $450 for the guy to bolt a new compressor on. He was done in no time flat. Now I know why - he did a crappy job. There has been a slow leak because his soldering was not good enough and now there is not enough refrigerant to make the freezer freeze. $300 worth of food is shot. There is a 90-day warranty on the quality of the workmanship, and I'm outside that window. So they are offering that I pay another $450 and have some other tech from their supply do the work. I'd be foolish to go that way. I found someone else. Again, I do not recommend using Sears repair for anything. Also, I tried to call any kind of customer support, and there is no such thing. All automated. I talked to chat person (or was he?) and they confirmed that there is a 90-day on warranty and I would have to pay again. I'm not surprised Sears is headed for the dustbin of history.
