Sears Appliance Repair

The tech, Ernie, was great. He showed me what I was doing wrong and gave great advise. That was for my washer.
Another tech, Hercules, came to look at my dryer for regular maintainance and he was very good as well. He found a problem, ordered a part and made a follow up appointment to have the part installed.
Both were very professional, helpful and cheerful, which I so appreciate.

Absolutley one of the worst homes services repair company I have ever used.
Took 1 week to get appointment to repair our air conditioner. Said they could do nothing and needed to get part. Came 1 week later with nothing and said he thought they were sending part to us and left. Came back 1 week later and yes, they got wrong part. Scheduled 1 week later and wated 3 hours. When we called them they said they were on their way. They never showed up! Sears Home Services is one of most incompetent service companies I have ever worked with in managing 25 years of apartments. Although I will never use them again, I would like to warn all of you out their, you are in for grief if you use these guys.

No show no show no show and they just reschedule via email and you can never get ahold of a live person. One time I requested a afternoon appointment 1-5pm because I had taken off of work five times prior, I did afternoon taking off half day only. This time they actually did show up at 11am, but I wasn't home yet. Tech took a picture of my front door and reported I was a no show for my appointment. They are the biggest appliance repair company in my area, but I had to ask for another company to complete my service. Cost me 4 and 1/2 days of vacation for their incompetence. Very unhappy customer

The representative repair man Brsin was great. The issue i have is i paid for a part didn't need so I received the correct part which was less. Instead of me getting a refund I had to call for the refund in this modern age. The number you call has to send your request to another department for approval that takes 7 days. Then that department process which take another 14 business day. All other companies process your over payment automatically why not Sears. So if you are owed a refund you better call SEARS TO RECEIVE!!!!!!

DO NOT BUY A SEARS PROTECTION AGREEMENT. I would have selected NO STARS, but not an option. My washer was leaking and scheduled service appt on Thursday, 11/30/23. Tech diagnosed the issue and ordered 2 hoses and set up repair appt on Thursday 12/5/23. Tech never showed up. Rescheduled for Friday 12/8/23. Tech showed up and only 1 hose was shipped. Tech did find the other hose at some 'Sears location'. Replaced 2 hoses. However, in replacing the two hoses, tech spotted a couple other leaks and notice severe rust. He said that unit would need a rebuild and ordered 4 parts. Schedule next appt for 12/8/23. Called about parts and no one one could find the 12/8 appt or any parts ordered. Had to reschedule appt for 12/15/23 so a tech can come out, look at the washer and order the parts again. Tech diagnosed the same issue and ordered the parts Rescheduled for 01/08/24. Check appt status 12/18/23 and noticed the 1/8/24 appt was CANCELLED. Called Customer Service and was told that one of more parts necessary to fix my washer are not longer available. We discussed the MPA's replacement policy regarding units that cannot be fixed and determined that since parts to fix my washer are no longer available, my washer is not repairable and will be replaced. At this point I have called several times and no one can tell what the status of the replacement is. They keep telling me that they will 'escalate' the issue and someone will call me, but I have yet to receive a call. I have no idea what the status is of getting the replacement per the MPA! Reported my washer leaking on 11/27/23 and my washer is still leaking as of Wed 12/27/23.

Called sears appliance repair to troubleshoot my refrigerator not cooling. I first had to agree to a $99.00 payment which would be credited to any repairs. The service technician showed up and took the temperature of my freezer and my fridge and said that my compressor was bad. He spent a total of 20 seconds of troubleshooting to come to this determination. He said that it would cost upwards of one thousand dollars plus to repair and that I might as well just buy a new fridge. He charged us $99 and left. I unplugged the fridge for ten minutes to see if it would reset any trouble codes. I plugged it back in and I could hear the compressor running. The next morning I checked the fridge and it was cold and making ice again. Unfortunately I had purchased a new fridge on the advice of the Sears technician telling me that my fridge was broke. Sears Appliance repair is unprofessional and I would advise to not use this service. I am currently seeking a small claims lawsuit.

Fridge compressor died. Attempted to schedule an appointment t only to be rescheduled. When that time came no sighting and no word. Called customer service. Got the runaround but an assurance that dispatch request has been "escalated" and that a supervisor would call me within the hour. NO CALL. Called again this morning, got the exact same runaround. They claim they cannot contact dispatch directly. Assured would get a call within the hour. Surprise NO CALL. Looking at other reviews appears this is not uncommon. Kenmore used to be a highly reliable and valuable brand. No more since they farmed out their manufacturing to LG. Compressor caps out at 3 yrs. Claims says they are covered for 10. Looking at other reviews waiting for them to say it isn't and try and extort more money out of us. Waiting for the other show to drop.

UPDATE: finally got someone out after 4 calls, demands to speak with a supervisor, etc. Ironically, almost as if he could see the future, he said it won't be covered by warranty of lines pierced. Low and behold guess what, he claims they were....despite the fridge never being moved since installed 3 yrs ago by sears. Now the bill is $1200. I call bullshit. It's a scam to avoid warranty service since sears now contracts out their service.

Washing machine broke for 4th time in less than 8 months. Still haven't gotten Sears Master Protection Agreement people to replace it per my contract's explicit wording. FRAUD FRAUD FRAUD. Every time I call and lottery lucky to actually get a human being on the line I'm told the situation is being escalated. Yeah, no idea what that means because I never get a call back regarding status. And my MPA says I will be reimbursed for expenses related to failed item but not a word from Sears idiots yet!!!!

WHATEVER YOU DO--do NOT buy a Sears appliance and the extended warranty! I have purchased many Sears appliances--washer, dryer, refrigerator, etc., but evidently they do not honor their warranty--it feels like a scam. I have been waiting 50 days for a response on a Kenmore dryer repair--they can't find a part. OK. After 30 days without a dryer, they are supposed to offer alternatives--a check, credit, a new unit. 50 days into this, and there are nothing but circular phone numbers--and when you finally reach someone, they say they will "elevate" the complaint. Promise emails with 48 hours. This has happened 4 times--no email, no response. The warranty--for which I pay 50 dollars a month-the worst customer service I have ever experienced. DO NOT BUY!!!

I am now 51 days with no response. I will file in small claims court next week--I want my premiums refunded for the year of coverage.

Your service is horrible! Taking advantage of people who are trying to have appliances fixed that shouldn't even have to be fixed yet! We bought our Kenmore fridge not even 3 years ago. It has an LG compressor that went out. From research we see that this is a very common problem. Instead of fixing it your company is trying to charge us over 1,800 to replace it! We were told the compressor was covered for 10 years but AFTER we paid the 79 dollar service fee we were told it is not. If you want to be lied to and have the money to replace appliances every few years definitely buy from Sears!