Sears Home Services Reviews 14.022

They have crashed and burned. They used to do a decent job--I could get an appointment within a week or 10 days and it would get done. Now I can't even make an appointment that will stick. I got an appointment for a week out, then they cancelled that and made it for two weeks out, and then that got cancelled, and now it's five MORE weeks out. If they actually get this done, (God willing) they will have taken two months to do this. Two months. I am actively looking at their competition with the intent to switch if I find anything at all worth my money.

Mr Kenneth was very patient. And although our issue wasn’t something difficult he took the time to further EXPLAIN how my appliance worked. I APPRECIATED that because after all of these years of having it, he told me something I didn’t know.

The technician was very knowledgeable about my washer and it's brand . I gave him the the 3 codes that showed up on the washer and he knew right away what the problem was.

Very nice man and fixed my washer quickly.

Jerry was very nice and knowledgeable. I hope he is always my service tech.

When I answered the The young man introduced himself and stated the company who he was assigned for the appointment. The tech checked out everything that could be wrong with the refrigerator before reaching his diagnosis. He was professional, courteous and caring about my situation. I trust his expertise in properly finding a solution.

Very friendly, professional,& they wore booties! I'd use them again!

He came to my home and wanted to reschedule my appointment because my refrigerator was not plugged in. No one notified me that the refrigerator needed to be plugged in. I also asked for the diagnostic report and he did not provide a copy, he said that the information was for him, and after a brief back and forth he agreed to give me a screenshot. My experience trying to set up an appointment was also terrible. It was cancelled and recheduled several times without even notifying me . Customer service managed by robots is never a good idea.

It is difficult to repair a dishwasher when it takes a while for it to run. He hung in there, and now it is fixed. Yay!

Josh was very professional and friendly.

Very nice and explained the process very well and very quick
Very professional

Technician was not knowledgeable at all !!!! Gave false information pertaining to claim .

The two techs seemed very knowledgeable, professional, courteous.

The Technician wasted no time, was Courtis and polite, asked questions for clarity, seemingly knew his job well.

Two hours after the technician called me to let me know he was going to arrive for the appt in 30-45 minutes, he still hadn’t shown up. When I tried to get help online there was literally no humans. And the appt showed as “cancelled”. I still have never communicated with any person at Sears re why no one showed up. I guess they don’t care that my tenant took the whole day off for this appt to install a clothes washer. And this is after numerous (too many) emails and texts from Sears confirming the appt. My advice is to never use Sears Home Services as they clearly are unable to figure out how to schedule and keep appts.

Tadd was incredible. He diagnosed and fixed the problem quickly. Communicated well and was incredibly professional. Great experience all around.

He was nice he answered my questions honestly and he made sure he fixed the issue so he wouldn’t half to come back.He was professional as well.

Apr 16 repair arrived in the morning of the 8-5 time frame. Determined it was the Computer module bad on my Bosch dual fuel stove. We were told we would need to pay for the needed part and the labor to install right then (total slightly less than $800). We paid with credit card. He scheduled the repair for April 23, 8-5 time frame. On April 21, a package was delivered to the house. It was the repair part. This surprised us because we assumed it would be delivered to Sears Home Services. April 22, in the afternoon, we get email a text updates that our appointment for 4/23 would be rescheduled for 4/30 BECAUSE THEY HAD NOT RECEIVED THE PART!! I immediately began trying to communicate with AI “Samantha” that the part was at my house and to keep the appointment for 4/23. After many attempts of trying to get this understood and being told “no live customer service available “, AI finally said she understood the part was at our house and appt would be 4/30 and would not be there 4/23 as scheduled even though I was telling them this on 4/22…they still canceled the appt on 4/23. Then comes 4/30 and the text updates and tracking indicates the repairman will be there approximately 10, then an update about a delay and would be around noon. Then an update that it looked like would not be there at all, but would let me know by 3 pm for sure. Then at approximately 1:30, update says won’t be here at all (4/30) and gave me 3 choices of Thursdays in May. This entire communication was AI GENERATED. I did everything possible to convey to AI that I wanted a live agent or an email that was monitored by a live agent. Finally AI told me “we understand your frustration and a you will be connected to a live agent shortly” That was yesterday and no live agent reached out. AI reached out again by phone and emails with 3 options for May service dates. I kept saying sooner than May 7 please. I was told May 7 earliest. So it’s 2 weeks and 1 day since I paid almost $800, and no repair and have no idea if I will be put through this same torture in a week on May 7. And of course it is another 8 am - 5 pm time frame and someone must be home waiting. So I will be spending a 3rd Thursday in a row waiting. And all because they delivered the part to me and they did not reach out by any means on 4/22 to see if by chance the part had been delivered to my house. If they had done that OR IF a live agent (not AI) had answered my calls and texts on 4/22 in response to “THE PART IS HERE. DON’T CANCEL!” , my stove just might have been fixed on 4/23. Assuming I didn’t get the continued “sorry our repair tech is being delayed “ updates like I did yesterday 4/30!!! I would NEVER RECOMMEND this company. It is a Bosch dual fuel stove and our local repair guy was not Bosch certified and unsure he could guarantee what the error code was. He gave me Sears Home Services suggested since he says one of their vans occasionally in our small town. I cannot tell you how frustrating this has been. And AI doesn’t help. They need an option for live person.

Leroy was great. It’s so good to have an experienced technician who’s able to diagnose the problem quickly, show what needs to be fixed and efficiently fixes the problem, then shows his work. Great communication from him when on the way, too. Place left spotless to boot. Thank you, Leroy!

Once all the repair parts needed for repairs came available the Sear's service technicians involved in the furnace repair were very knowledgeable and professional.