“i have a G.E diswasher, purchased a little less than 3 y.a. for 700+ dollars. A part, "dishwasher vent bezel" worth 24$ had come unscrewed and some minor water damage had occured. The part also melted beyond use when it fell during a wash cycle on a heating element.
I diagnosed, before the repairman came in that this was the problem, but we live in a condo so there are other residents that might be effected if i was wrong. So we called Sears and they came out.
The repairman, opened the diswasher, my wife had already shown him the part, and confirmed that that was the problem. He said he would order the part, and return in a week to install the part, and there would be no charge for the return. He was in our home less than 15 minutes.
Our bill included $315 dollars for labor and $50 for a dishwasher cleaning. Total bill with part and taxes was just shy of $400.
i can't believe the audacity of Sears to do this, and believe they will get buy with it. We have called our credit card company and stopped payment on everything beyond the original $139 to have the repairman come in to diagnose and remedy the problem.
I will Never, NEVER recommend sears service to anyone, and they will never, NEVER get any other business from me.
Shame on Sears for believing they can do this to hard working, service paying customers.”
“I cannot even begin to explain how horrible the customer service is that we have received over the last 2 months. We started this process in March and since then have had 12 missed appointments. Every time we called customer service they promised and guaranteed that we would get calls from dispatch, calls from the tech, calls from a supervisor and never did we get a text or a call or even an email. I would NEVER recommend Sears repair to anyone, not even my worst enemy. Over 2 months to repair a dishwasher is absolutely ridiculous. Worst customer service ever!!”
“I have found that Sears Home Warranty lies and is untruthful. My initial appointment had them ordering parts and scheduling a service for 5/14. However, the appointment was pushed to 5/20 to allow the last part to arrive. On 5/20, the tech said it was a two-person job and the second tech called out that day, so I had to reschedule. This was a manpower issue since all parts were delivered, confirmed by a visual inspection on 5/20 by the tech.
I rescheduled for 5/23, and it was confirmed in their system. However, I didn't receive emails or texts like I did for the previous two appointments. On 5/23, I spoke with an agent through chat who said my appointment was not initiated because parts were still on order. Despite having visual confirmation and an appointment window on their site showing parts were ordered and delivered on 5/14 for the rescheduled 5/20 appointment, now they claimed parts were still pending for 5/23 and that’s why they didn’t schedule the crew today. So why was the crew scheduled for the 5/20 appointment Additionally, I kept the appointment status on my screen, refreshing it regularly to monitor the package deliveries as they came in. I checked it yesterday and today (5/23), and it showed my appointment for today with all parts delivered. However, sometime between 8am and 9am, it changed to show parts on order again. Despite this, the chat agent confirmed the parts were delivered but still claimed today's appointment wasn’t initiated due to pending parts delivery. This contradiction further highlights their dishonesty.
The chat agent avoided answering how the previous appointment was initiated if parts were not delivered, and yet they scheduled another appointment for tomorrow night, claiming parts had been delivered. This inconsistency shows they are lying and misleading. It appears they rely on people not inquiring too deeply. I strongly advise against doing business with these scammers.
Recommendations for Future Customers
Based on my experience with Sears Home Warranty, here are some recommendations to consider:
1. Keep Detailed Records: Document every interaction, appointment, and status update. Take screenshots of appointment confirmations, parts deliveries, and any changes in status.
2. Verify Information: Regularly check and refresh the status of your appointments and parts deliveries on their website. If there are any discrepancies, document them immediately.
3. Follow Up Diligently: If your appointment is rescheduled or canceled, follow up immediately to understand the reasons. Verify if it is due to manpower or parts delivery issues.
4. Ask for Clarifications: When speaking with customer service agents, ask for specific details and clarifications. If their answers are vague or contradictory, escalate the issue.
5. Escalate Issues: If you encounter inconsistencies or untruthful information, request to speak with a supervisor or escalate the matter to higher management.
6. Consider Alternative Providers: Given the dishonest practices and poor service, consider looking for alternative home warranty providers with better customer reviews and more transparent processes.
7. Share Your Experience: Inform others about your experience to help them make informed decisions. Leave detailed reviews on consumer websites and forums to increase awareness of the issues you faced.
These steps can help you navigate the service more effectively and hold the company accountable for their actions.”
“I have order a part though my protection agreement before it expired I contacted them three times and was told I would get a confirmation and didn’t receive one in the 24-48 hours after contacting them contacted again was told the same thing again I contacted them 72 hours ago they told me again to check my email for update still nothing i would never purchase any type of warranty or protection agreement from Sears they poor customer service and are not helpful to solve this matter”
“I don’t believe you guys care I ordered a carburetor three weeks and it’s still not here and you guys said it was in stock.I’ve been lied to twice.i could of bought somewhere else and my part two weeks ago.send me my money back.Garland”
“DO NOT PURCHASE!!!!!! This is a scam. I have been paying for this service for six months. My refrigerator is not working. I had a technician come out evaluate and ordered parts for repair. They said the technician cannot come out until I receive the parts. It has been five weeks at least eight phone calls asking where are the parts. They tell me to be patient. I asked to speak to a supervisor, they said they will give me a call back. It has been three days, no call. I paid a deductible of $100.00 plus the $56.00 a month. My food is spoiling and I cannot get anyone to actually help me all I get is be patient. I am on hold as I write this review to cancel this horrible program. I could have used the monthly payments and deductible to get a private appliance repair service to fix this. Sears is not at all what it used to be. I DO NOT RECOMMEND this service protection.”
“U90B1 motors are available as are ALL MOTORS sold with a UL label on the Appliance. No motor goes Obsolete. ANSI is the law of the Honest land. Not a place you find LAZY Sears mechanics that will LIE and steal your money. My money is hard earned Honestly not stolen by people who accomplish nothing. I'd be damn rich but Integrity is the most expensive thing in the world!! Please fix my neighbors Downdraft....Lazy!!”
“Warning everyone! Do not do business with Sears!
Horrible costumer service. Master protection plan is a SCAM! 3 month waiting for Resolution on kitchen appliance repair/ replacement ! Unable to cancel the contract and get a refund. Nightmare!
Unfortunately had the protection plan with Sears for almost 10 years ,and when needed the service, was very dissapointed.”
“I bought my grandson a pair of boots and never got them and cannot get hold of a human being to find out what happened. This is a typical scam and I fell for it,so I’m the sucker. What at one time was the best retail store in the nation has succumbed to scammers to make a buck.
It is truly a Cinderella story in reverse.”
“Absolute nightmare that has lasted over twelve weeks and is still going. I've made over 73 calls, with wait time totaling seven hours forty minutes. Issue STILL NOT RESOLVED. Appointment set by Sears, but no-one showed up. Missed a day's work but they don't care. Washing machine misdiagnosed and so not fixed. Ten agonizing weeks to get it resolved. Sears is a THIRD WORLD company operating in a FIRST WORLD country. My advice. NEVER EVER USE SEARS.”
“I fully understand why Sears is reduced to what it is. I will never use them again because it's all online which means delivery and their deliver is worse than one star. Didn't show up the first two times. Then tried to show up twice without anything being arranged calling in the morning saying, We are on our way we'll be there within the hour. Doesn't matter that I called Sears three times letting them know I have a renter need 48 hours notice. Now I'm losing rent because we are a month out and I can't rent without them.”
“Our refrigerator stopped working on April 9th.
A technician from Sears named David Y came out on April 10th to diagnose the problem.
He said the compressor stopped working and ordered the part and set up a time on April 22nd to come out and do the repair.
I took a day off work because he said they would be at our house between 8am and noon.
Nobody showed up to do the repair.
I tried calling Sears but could not get a human being on the phone. The automated system indicated that we had an appointment open but after calling again and again I just couldn't get anyone on the phone.
This was one of the most frustrating experiences I have ever had and after being without a refrigerator or freezer for weeks had to call a different appliance repair company to get the repair done.
Terrible customer service.”
“The week of March 10, 2024, I contacted Sears about my dishwasher that wasn’t working. It was and is under warranty. They said a tech would be out on 3/22/24 to fix it.
On 3/22/24, a tech arrived who had no knowledge of fixing dishwashers. He spent 3 hours on the phone in my kitchen with his phone at full volume trying to find out from someone how to fix it. He as told on the phone that I did have a warranty on the dishwasher, then I didn’t (even though I showed him my paperwork), then I did have a warranty, then I didn’t….)He finally decided to order parts and rescheduled the repair to be done on April 5, 2024.
I subsequently got 2 e-mails saying the parts were unavailable.
At the same time I requested maintenance service be done on my other 4 Sears appliances. At that time I decided to renew the policies on those so that they were all until August of 2026.
I had told the tech on 3/22/24 that the handle on the door to the freezer on the refrigerator in the kitchen wasn’t tight and was wobbling and I wanted it replaced or fixed. He couldn’t fix it. He said he would have to come back again for that….
He came back again on April 5, 2024. He said the dishwasher would be replaced since the parts were unavailable but I would have to call and get it replaced. It was “above his pay grade” to help with that, even to give me a phone number to call. He again had done nothing about the door handle on the inside frig. He told me I had to call and order the part myself.
After that I called Sears at multiple numbers. It took me 2½ hours to even get to a person. The number on the bottom of the warranty form gave me a number of 1-800-4-my-home. If you punch in 4 for appliances it tries to sell you medicare. The person that I finally got ordered the part (or so she said...) It never was done. She also advised me that within 3-5 days I would be getting an e-mail about replacement of my dishwasher and to follow those directions. No e-mail ever came.
At the same time I noticed that they had a wrong model number for my outside refrigerator. I called warranty service who promptly changed both refrigerators to the same number. I corrected him and he changed one number back but I still had one incorrect model number. He informed me that he couldn’t do it that day and I would have to call back on Monday to do that. He had just done one. If he did one, he certainly could have done another.
When I called back on Monday to get that warranty number changed, he connected me to “Parts”. Of course, the door handle had never been ordered so it was ordered again. Because of my frustration with the technician who stated that any information he could give me to be helpful was above his pay grade, I asked for a different tech. I was told I would get a different one.
On 4/8/24 I called and talked to Molly. Again nothing got done.
I again called on 4/16/24 and talked to Russell (I find it interesting that they can never give you their employee number so there is no accountability.) He assured me again that a different technician would be coming on April 18, 2024. He also ordered the part AGAIN for the door handle, of which he could find no prior record that anything had been ordered in the past. He assured me that within 10 days I would have a response about the dishwasher to be replaced. I asked him how that worked. He told me I would only get a voucher for part of it (even though the entire dishwasher was under warranty) and it would be in the form of a voucher. I would have to go on sears.com and pick out a dishwasher. I asked him how I was supposed to know what they looked like if I could only see it online. He told me that I needed to take the model number off the web site, go to an appliance store, look for that number, and then go back online and purchase it from sears.com.
It has been 10 days. NOTHING has come.
In addition, today, on 3/28/24, the technician showed up again to “order the part” for the door handle. So it is taking 4 trips to replace a door handle on my refrigerator, if it will even be done then. This is RIDICULOUS!!! I have to be available all day long for them to come. So I will have wasted 4 whole days waiting for them to show up and do absolutely nothing.
I have spent over 5 hours on phone calls over 2 different days to umpteen people telling me one thing that wasn’t true or wasn’t going to happen or not knowing anything. A total run-around.
At this point I'm contacting the Better Business Bureau.”
“I have been a Sears customer for over 30+ years, and have had no complaints till now. Right now, I'm receiving the worst customer service ever, different answers every time I call, since I don’t receive a call back as I’m told and end up having to them call back. First good luck getting someone you understand, second good luck getting someone who is knowledgeable and helpful. I’m so disappointed with the attitude I’m getting from Sears, which I thought was a reputable company.”
“Buyer beware! Do not buy from Sears.com. I have always bought my appliances from Sears. Cannot get a hold of anyone to help let alone understand English. All the ways to contact come back as go to Sears.com or the call ends or the email comes back undeliverable. Order was cancelled with no explanation. Paid in full but won't get money back for 2 weeks.”
“OMG these crooks, I had a service guy out March 23 2024 to check my Fridge which cost $120. The fridge needs a LG compressor replaced per service. We decided to repair the cost was $609.87. I paid the technician on the spot they were shipping parts. The follow up appt was scheduled for April 1st 2024 between 8-5pm well I had a text at 6.30am saying repair appt was confirmed and guess who never showed. Waited til 6.30pm called 3 times during day to get an estimated time for tech arrival - nothing. They said the computer systems had been down since Friday, haha - their text message for appt confirmation was a dead end '500 / please try again in awhile', all week now same message. Well over 5 hours on phone only now Thursday to be told they couldn't reschedule because tech left the repair open. While on the call I logged in Sears.com home repairs it says completed. Customer service rep from India says he put in a request to contact that should happen within 72hrs well don't include the weekend. Anybody need a $1435 boat anchor. Never again!!! Sears sucks”
“I have been without a dryer since Feb 6. I had a service call on February 14 to see the problem. Due to parts being order and 2 appointments the technician did not show up. It’s now April 1st and my dryer still not working after they came today and left parts off and did not test the dryer after the repair.
My home warranty is using them as a contractor and this is the worst service or had since I been in my home and it’s been 17 years. Please do not use them.”
“I orders a part that came from Sears.com Marketplace. Thought sears was reliable but finding out they are not! Part came and was missing mounting gaskets. Called sears part direct was first told the order was not from them then the lady saw it was ordered from market place gave a number to call that went right back to sears.com asked for some security was nothing but a run around unable to call or even contact them on line. I'm done with sears! They don't care anymore about the customer i'm out the money for a useless part.”
“I’ve always had Kenmore appliances and if I need a service I had no issues. However this time I had a washer that needed repair. So I called for a service appointment. They had an appointment right away but I had an appointment I couldn’t change so then they had nothing for 3 weeks . That’s crazy right off but I took it. So off course I need parts so they order them & schedule my appointment out another two weeks which makes it five weeks but I mean you have to order parts so that’s ok. Also the parts came in early so they moved my appointment up by three days. So I’m happy but then I get a text a day before my service saying they need to cancel my appointment and reschedule and it will be two more weeks which makes me without a washer for about two months. I’m upset especially since they moved my appointment up and now they are rescheduling at the earliest two weeks longer! Why ~ so I try to call and get a live person but I just get those customer service people and they can’t help me. They send me back to an automated system where I am prompted to reschedule! No live person available. How frustrating so finally I get on a chat where i literally just lost it because I was told no one would be in my area for two to three weeks! I said that's your problem I had an initial appointment and you moved it up so why did you do that if you had no one in the area? I told them I needed my washer fixed and this wasn’t acceptable but they said that was the best they could do! So I get off that chat and decide to get into a new chat complaining about this issue. Oddly the representative tells me they can keep my original appointment and rescheduled it. After I was told 10 minutes earlier there was no way they could change my appointment time. At this point I’m holding my breath wondering if they will even make it to my appointment ~ they are all over the map and don’t know what they are doing & you can’t talk to a live representative if you have an issue which is totally unacceptable. So I’m never buying Kenmore appliances again because if you don’t have service availability in a reasonable time frame and they switch it all around for any reason then it’s basically unacceptable to even own their product. No one wants to do without major appliances for over two months. It’s totally horrible service. I haven’t been this angry 😡 in a long time. Sad”
