Sears Home Services

We purchased a residential Carrier air conditioning unit from Sears which included a 10 year parts and labour warranty. For years the company has been denying that we have warranty coverage, despite the fact that we have provided them with copies of our contract on multiple occasions. On one occasion we were finally able to get service, and the first technician who came to fix the unit advised us that parts needed to be replaced, and attempted to order replacements through Sears. Instead of doing the work, Sears sent a second technician who denied any new parts were needed, and just topped up coolant.

For the past few years, we have had to have the coolant topped up every summer, and have been fighting with Sears to try to get the faulty parts replaced, but they "misplace" orders, or just fail to return our calls. We have complained to customer service, and escalated the matter to supervisors, but cannot get the repairs completed. Our unit is not working at all this year, and despite the fact that we are still under warranty, we have been requesting replacement for over 4 weeks, and Sears still has not completed the work. Every person that I speak to at Sears has a different story about why the work can't be done, but no one has any solutions. The replacement parts were ordered LAST SUMMER by the technician, and Sears is advising us that they are still waiting for the parts to arrive.

All I can say is thank goodness this company is going out of business so that no one else will have to deal with the customer service nightmare that we have experienced.

I bought the Frigidaire Professional series package: stove, fridge, dishwasher, and microwave five years ago and have had numerous repairs on everything but the microwave.

Sears repair guys NEVER fix it on the first call. They usually don't even have the right tools to figure out what is wrong with it. It's usually a guess, and when they have to order parts it takes 2-3 months.

I will never deal with frigidaire or sears again!!

My Kenmore Central vac died. I called their Appliance Repair line and a CSR said she could arrange a visit from a repair person but it would cost. I said, "I Know that my Kenmore central vac needs to be replaced. I am prepared to purchase another Kenmore but will the cost of my service to tell me that fact be reimbursed when I purchase?" The answer was, "No" one thing has nothing to do with the other. This is not the first time I've had to deal with Sears products and repairs. When we purchased the home we live in the previous owners had several Kenmore appliances and the story never changes. Sears service stinks! We called a local VacWorks. They came in and replaced the Kenmore central vac with another brand - THE SAME DAY! Too bad Sears - we won't be purchasing your appliances EVER again AND we've got several more years of living to do. In addition we will be telling everyone we know how rotten your products and service really are.

Total mess.I bought high end Kenmore Elite.Turns out it's made by LG and only LG and Sears can fix(b/c nobody else can get parts) so they can charge inflated fees for visits and labour.The people who make the appointments are out of touch with contractor making repairs.They charge crazy per hour fee like a doctor or lawyer.I paid $265 in total for a $29 part to be installed and they think this is reasonable.Head office can't change bill b/c of independent contractor who writes bill.

Sears Home Services is not worth the frustration. They use contractors for a large bulk of their work and will constantly deflect any issues to the contractor rather than taking any ownership. When you call the customer service and ask to speak to a Supervisor they will tell you they can only send an email....this grand company is struggling and customers appear to matter very little to the employees. Buy your appliances elsewhere and get same day service from a local contractor...they are not worth it!!!!

Third visit. Told they can not fix my leak and connection is not covered by warranty. Had to call to confirm appointment in morning and afternoon as the technician did not call the night before as told the week before. Truly seems like they don't care at all.

I have purchased appliances from Sears in the past but with this latest issue I will never buy from them again. My stove's top left burner has turned on by itself on 3 occasions which is a huge safety issue. I called Sears service in August 2015 to have someone come and repair it. I took time off from work on 3 scheduled repair dates but each time there was a screw up (no part or wrong part sent). It is now middle of November 2015 and still it has not been fixed. I spoke to 2 Managers who I thought would ensure it was completed to the end and now they aren't returning my calls.

I'm writing this review as a warning to others looking to have an appliance repaired in Edmonton. So our dryer stopped working on July 14th, so after much discussion we decided to call Sears Home Services because we thought it would be good given that it's Sears. So we booked an appointment for July 21st just under a week after the original call was made. The call centre said the technician would be at our home between 12 and 4 pm. So on July 21st we received a call at 8:45 from the technician saying he came and no one answered, therefore we'd have to reschedule. Its funny the technician said he'd rang the doorbell but neither my husband or I or my 6 month old baby or my dog heard it. So we called the call centre and explained the situation and they rebooked for the next day.

On July 15th, the technician came and determined the problem but said he did not have the parts and we would have to book another appointment to have the repair completed. We paid $90.00 for the appointment and booked the repair for July 23rd, more than one week after this appointment. Again we felt this was fine because we thought Sears wax a reliable name and took the previous day as an isolated incident.

Well then on Tuesday, July 21st, we received a call from the technician saying he would be at our home in 20 minutes. Well this was 2 days prior to the appointment but I was excited to be able to do laundry as a 6 month old creates a lot of laundry. So I cancelled my plans and sat around for 3 hours before receiving a call from the technician saying he realized after he called that he wasn't supposed to be at our house until Thursday and he didn't have the part. Why wouldn't he have called when he realized he made a mistake. Not even that he was unapologetic. But we let it go because it was only 2 more days.

So on Wednesday, July 22 we received a call indicating they would be here the next day between 12 and 4. So I sat around until 4:05 and received no call or anything from Sears Home Services. So I called the call centre and was advised that the technician had called and advised us he couldn't make it. Well that's not the case, we had no missed calls or messages. So the call centre agent tells me he can rebook me for August 10th, about 2 weeks after they were scheduled to come. So I asked to speak with his supervisor who advised me this was the earliest they could come. I advised her this was unacceptable as I had been home and waiting all day and it was their fault that the repair was not completed. So Lisa put me on hold and said the earliest would be August 5th. I asked if she could guarantee someone would be here and she said no. I also advised her that I was displeased for having paid 90.00 already and still didn't have it fixed. She said that was the diagnostic fee which I could have told them the problem, it didn't work.

Needless to say I spoke with a friend who knew someone that did appliance repair and he was at my home the next day and repaired my dryer for less than quoted by Sears.

So I called to cancel my appointment with Sears and the call centre asked why and I said it was a nightmare dealing with them and I was displeased for wasting time and money on them. The agent stated well alright, goodbye and the call was ended. At no point did I raise my voice, I just voiced my displeasure with this unacceptable service. DO NOT CALL this company for repairs.

Scheduled repaair was between 0800 and 1700. Waited at home 9 hours with no call. Called customer service an was on phone for 20 minutes. Finally told that service technician left work early due to family emergency. No call to tell me this had happened. Never will ask for service from them again!

Terrible terrible terrible..screwed up the booking...tried to cover it up..then when I asked to speak to a supervisor they said they are all busy and will call you in 24-48 hours!!! What a joke.