Sears Home Services Reviews 9,187

I have a GE washer that needs repaired. Tech's do not have parts on hand to repair in a timely manner parts have to be ordered. I have had 2 appointments that have both been cancelled by by Sears. Now they want me to wait another week to 2 weeks to have someone come out to fix this washer. SO over a month with out my washer. I have missed 3 days of work now because of Sears. Can't talk to a human to save your life!! One have one tech to do repairs??????

Date of experience: June 28, 2025

I had an appointment with Sears Home Services to repair my dryer. I had to wait a week before they could fit me in. They never showed up, never called, never even acknowledged that they had missed the appointment. And when you call them, there is no option to speak with a person. The next day I got an email requesting that I reschedule, which of course I ignored. I got another appliance repair company within a few days...local company - called to confirm the appointment, showed up on time, very professional.
I would never consider using Sears Home Services again. I truly don't understand how they stay in business.

Date of experience: June 12, 2025

I would give it a zero. They failed to show up for the appointment (in spite of their multiple email and text reminders), strung me along throughout the 8 hour window, and at 3pm ended up rescheduling me for a week later without my knowledge or agreement. It was impossible to talk to a person in the tech team, only customer service agents who are three times removed from the technicians, or pointless AI bots. Nobody is taking the responsibility for their lack of reliability or professionalism. Never again.

Date of experience: July 02, 2025

This company is a joke or scam, whatever you want to call it. I scheduled a repair. The day of the repair I received a message that they would arrive by 12:05. I later received a message that I had canceled the appointment. I told them I had not canceled and they rescheduled for arrival by 1:06. I then received a message stating that they were sorry they missed me, that I was not at home. They attached a photo. I contacted them again and let them know that the photo was not my home. They said they could only reschedule for another week! This is a refrigerator repair. I tried to get across the gravity of the situation, but to no avail. STAY AWAY FROM THIS COMPANY!!! IT IS A SCAM. THEY CONSISTENTLY TRY TO GET YOU TO PURCHASE A WARRANTY. DON’T DO IT!!!

Date of experience: July 02, 2025

Terrible company to work with. They cancelled my appointment four times on the day that they were supposed to come. FOUR TIMES. Who does that? A terrible company that’s who. And when they finally came to fix my fridge (after four weeks of not having it operational) they spend two hours working on it, told us to give it 48 hours to fully cool. Well, it’s still not working. And they are extremely hard to get in contact with. You literally have to jump through hoops to try to find a valid contact number. We are going with another company.

Date of experience: June 25, 2025

I used sears home services for my washer repair. Several things went wrong with my service request. The first technician misdiagnosed the problem and ordered the wrong parts. The second technician came and said the first technician ordered the wrong parts so he ordered another set of parts. Beyond that, it was a struggle to get another technician to come and install the newly ordered parts. The first schedule, the technician just did not show up. Sears provides a wide window for their services from 8 AM to 5 p m. I waited all day and received a text message at 430 pm that the schedule had been moved to the next day. The next day, the technician called me at 330 PM and said he will arrive at 430 p m. My wife was with my son at PT. I called my wife and asked her to return home just to meet the tech. 20 minutes after my wife had already made it home, the tech texted and said he couldn't make it anymore. And that the appointment has been moved to tomorrow. I tried reaching out to this tech, but he would not pick up his phone or respond to my texts. Sears home services has been so unprofessional and unreliable. If I can help it, I will never use them again. Fourteen days and counting and I still do not have my washer repaired.

Date of experience: July 02, 2025

This was probably the worst customer service I've ever had. Who runs a company like this. I don't mind the bots or AI, however, you can only choose a multiple choice answer, none of which can actually assist you. Scheduled an appointment, they changed the date to 4 days later with no communication. Waited all day today, at 4:55 they just moved the appointment to tomorrow. Don't waste your money or your time on this company.

Date of experience: July 01, 2025

Don’t ever buy Sears Home Master Protection. I’m still trying to get my microwave replaced from February 2024!!!! I’ve tried numerous times to talk to supervisor and can’t anyone to call me!! Have ordered 3 different times because they say the warehouse hasn’t received them!!! It’s ridiculous!!!!

Date of experience: July 01, 2025

I scheduled a repair for my Samsung dryer for 6/30. I travel for work and was not available so I asked my 74 year old mother to wait for the service technician. This appointment was verified multiple times. I was told that a Mr. Falik would be there at 3:40 pm. 10 minutes before the end of the time frame this person was supposed to arrive I received a text saying that my appointment would need to be rescheduled. It took about 30 minutes to find a way to speak to an actual person. When I was able I was informed that no one was available to do the repair today. I could have been informed of this multiple times especially how many times I confirmed the appointment and was given the name of the person coming. I asked to speak to someone in management and I was told that there was no number for anyone in management. I have never in my life experienced this level of absolute piss poor customer service. Do not use this service under any circumstance!!!!!

Date of experience: June 30, 2025

Been waiting almost a month for service, supposed to come today....they cancelled!

Date of experience: June 30, 2025

We signed up for this plan in April 2025. Since then we have been completely unsuccessful with getting service. We have requested repair on 2 different appliances. Everytime we have a repair scheduled, it is cancelled same-day. This has happened multiple times with both appliances. Everything is done through an AI text-bot of theirs, which is completey worthless. You reschedule an appointment, they cancel same-day and request reschedule. It happens over and over and over again. I don't know if this service actually repairs appliances, or if it is just a circle of scheduling appointments just to cancel them. Extremely frustrating!!! 0/10 - would absolutely not recommend

Date of experience: June 30, 2025

If I could give 0 stars I would. I spoke with a representative about my refrigerator/freezer not working on Thursday 6/25/25 and the earliest appointment available was 6/28/25 8am-12pm. I bougth into a advantage plan for $71 per month to cover all my appliances if anything should go wrong. Of course they took the first payment. I received a text reminder message. No one showed up and I could not get a live person by phone. When I called the automated system gives you an option ..press 1 if you want to keep your appointment and 2 if you want to cancel. I pressed 1 because I need my refrigerator to work. After pressing 1 it automatically canceled my appointment for another 3 days. THIS IS NOT OK! THIS IS STEALING!

Date of experience: June 28, 2025

Andrew came, was thoughtful of our time, and had the part replaced so quickly that we didn't have to schedule our day.

Date of experience: June 27, 2025

My washing machine has been down for about a month and a half. Three parts have been changed and it still doesn’t work. A fourth part was ordered but I have had three or four reschedule appointments via text (no call) the number you are given to call is “Richard an AI assistant” you can’t get a real person. I had a no call no show and I basically had a no call no show today. I received a text from “ Richard The AI Assistant at 4:30 saying that due to unforeseen circumstances the Technician is not able to cone to my home. This latest cancellation is right after I was given a “real person phone number I received from American Home Shield and promised that my repair would be bumped up. That was a total lie. I now gave to reschedule again for next week. I have no confidence with that repair schedule.This is still ongoing. Do not use this company!!!!!!!!!!!!!

Date of experience: May 24, 2025

Our technician was personable and knowledgeable and pleasant full of details and information. Thank you!

Date of experience: June 24, 2025

I have been waiting since March for dishwasher repair. I get rescheduled daily even though the parts are here. Cannot get a human. Cancelling Sears. They are a nightmare. Oh and they only use AI for phones and online chats. You cannot speak with a human.

Date of experience: June 24, 2025

I have used Sears Home Service for years and have a had a Master Protection Agmt for 15 years. Unfortunately they dropped service on one of my products and didn’t inform me, yet didn’t reimburse me for that product either. They now want me to renew BOTH products even though they don’t service one of them! NO WAY!!! You can’t even talk to a person now. Everything is automated. When I scheduled my appointment, they lost my call and didn’t record the scheduling. I called the technician who has worked on my products and he said they didn’t have my appointment scheduled. Technicians are great; company not so much! I’m now using a new service. NEVER AGAIN will I use Sears Home Service. After being a Customer for over 30 years I’m DONE!!!

Date of experience: May 12, 2025

Sears rescheduled my appointment for 6/20 without contacting me to see if I wad available. I wasn't for their new time. I canceled and rescheduled for today, 1-5pm. I opened a chat to confirm they were still coming and was told, by AI, that they had no appointment for me, then told the technician rang my doorbell and knocked on my door.. I was home all day, inside door was open so I could see them at the door. 3 strikes, they will get another nasty review from me. RIDICULOUS.

Date of experience: June 23, 2025

This service used to be great - schedule an appointment and they show up on time. Now it is managed by an AI chatbot and outsourced to offshore reps who are impossible to reach and put you on hold for an hour or more. You have to pay a $100 deposit/deductible to book the appointment despite the fact I pay $59.95 a month for the Sears home warranty subscription. My appointment was canceled and rescheduled at the last minute four times! Once I reached a rep who promised me it would be escalated and documented and not be canceled next time. It was canceled again and when I called again, they said there was no record of my previous call or the escalation. I asked to talk to a manger and the rep refused to transfer me, saying I did not have a good enough reason to talk to a manager! I then asked to cancel the home warranty service and was then transferred to another rep but was convinced to give them another chance. That rep said the problem was the local service technician was not responding to them, so in other words, they were booking and "confirming" appointments that did not exist! How disrespectful of the customer's time who has to stay home from work from 8AM-5PM waiting! They said they would get another technician. And yet it was canceled again for the fourth time. Also, their various AI systems are inconsistent. The website and online chat will tell you the appointment is still scheduled while the text AI bot to your phone tells you it is canceled. If you ask to fill out a complaint form, you are transferred to a website that doesn't exist, or you get referred to different phone numbers every time and they always keep you on hold forever. This service has really fallen down the tubes. They just want your monthly payments and $100 but provide no real service except endless loops on their AI chatbots and runarounds from their offshore reps. Let the buyer beware! I have initiated a refund of the $100 from my credit card and am canceling the warranty as this is clearly waste of time and money!

Date of experience: June 23, 2025

Sears was the company to come to repair dishwasher. In a month have had 5 techs come 4 parts ordered. Fifth part was ordered however no date for delivery has been given. It is now a month later. Each tech has given different information. Customer service is almost nonexistent.

Date of experience: May 21, 2025