Reviews

Review Details

• Review fromSid L

  Date: 05/23/2023

  1 star
  I have a sears air-conditioning unit in my home. At the beginning of the cooling season I had them out to see why the unit wasn't cooling and if they could repair it. I paid $127 just to have them look at the unit. They did so and advised that they would have to schedule another time to come back and make the repair at $400+ We scheduled the repair appointment which they canceled several times. When they finally did make it back to do the repair they advised that they could not do so for a variety of reasons. Duh! They couldn't figure that out based upon their initial appointment and examination of the AC unit? So after paying for the initial inspection and having them back after several canceled appointments to make the repairs, they advised that they couldn't repair it AND that it would cost me another service charge of $127! I expected the initial first visit charge but not a second. It was not my fault that they failed to identify the fact that they couldn't repair it at the FIRST visit. So after weeks of changed appointments, scheduling the appointment for repair, and $250 they tell me to just buy a new AC! I will never recommend them to anyone else and certainly never have them in my home again.

• Review fromRebecca P

  Date: 05/22/2023

  1 star
  Zero or negative stars. I place a repair request for my microwave in early November 2022. The technician was not available to look at the microwave until the end of December. He looked at the microwave, order 10+ parts. Over the next several months various parts arrived and 3 or 4 more technicians attempted to repair the microwave. After being told by the last 2 technicians that a new microwave was needed, the last technician said a new one was approved and that i would receive an email in 24-48 hours. Two weeks go by and multiple phone calls by me to an overseas call center whose employees were kind but all they could do is apologize to me but not actually do anything. The technicians I spoke in person told me they did not have any other customer service number to call. I was given phone numbers that were out of service. I was hung up on by automated recordings. I am frustrated to the point of tears. There is no physical office to walk in to and talk to a real person. The repair technicians themselves were frustrated by their own inability to help me. Now, the repair job is closed and they have no idea how to re-open it for a replacement because the repair department and the replacement department are different. We have been paying 50$/month + the 75$ initial repair fee and at this point we could have bought a new microwave ourselves and paid someone else to install it. Plus add the cost of a cheap microwave we bought to use during the past 7 months. Help - please. If you have a simple repair, they are fine but the customer service / national call center is in shambles and one department does not speak to the other. Very disorganized. I will post negative reviews on every website I can find. Amazing how a simple broken appliance can cause a person so much dispair. I am currently on hold with a person who may be able to help and I am hopeful but I have been hopeful many many times before...

• Review fromJeff C

  Date: 05/20/2023

  1 star
  BUYER BEWARE, BUYER BEWARE, BUYER BEWARE!! This business is not worthy of even a 1 star. I should have heeded all of the other negative reviews here about this service. My unfortunate recent bait/switch experience was re a water heater that needed replaced. Before I purchased the warranty, their contract online that they recommend the buyer read prior to making a purchase states: https://www.cinchhomeservices.com/homeowners/faq See 'What is NOT covered?' FAQ Find the 'terms and conditions' link within the FAQ See Section VII ' General Exclusions and Limitations' VII. General Exclusions and Limitations 3. This Agreement shall not cover any Item(s) if they are: ... * located outside the perimeter of the main foundation or a detached structure (i.e., outside the outer load bearing walls of the primary residential structure with the exception of central air conditioning unit, main electrical panel, water heater) or unless specifically covered with optional coverage purchased for Items outside the main perimeter. These exceptions must be installed for diagnose and must be manufactured for outside use or be located in a structure which protects Items from the elements; So we can read that water heaters are 1 of 3 exceptions to this so I decided to purchase the warranty. Fast forward, my water heater needs replacing and I find out that the contract that they provided after I purchased the service had the term 'water heater' conveniently removed so only central air conditioning unit and main electrical panel were listed. Long story short, they refused to cover the hot water heater since it was located in our detached garage. Other observations... 2) FYI...there is a clause that states you must keep your subscription active for the full 1 year term or face financial penalties(shame on me for not catching that). ...shameful and horrendous business practices.

• Review fromJim W

  Date: 05/19/2023

  1 star
  Avoid Sears Home Services like the plague - deceptive billing - specifically their diagnostic charge which they will say is refundable but they charge anyway. Never the same technicians which allows for the diagnostic charge scam to be repeated. Customer service is impossible to get hold of a live agent - purposely to add to the frustration. ITS A SCAM - AVOID!!

• Review fromLaura M

  Date: 05/19/2023

  1 star
  They are the worst. I wish I could give 0 stars. They overcharged us for the part and then cancelled our appointment twice without telling us and then told us to install the part ourselves. Never use them for anything.

• Review fromJanet M

  Date: 05/18/2023

  1 star
  If I could give them no stars I would!! AWFUL don't waste your money on this like I did it's robbery. I have had the full home warranty for over a year at $69.99 have not used it until today. I tried to have my Kenmore washing machine repaired yes Kenmore that I bought from Sears a year and a half ago. They can send a repair person our on July 11th...hello it's May 18th. They could give two shits that I'll be without a washer for 2 months. I have always purchased Kenmore appliances until today they can go suck sand.

• Review fromLynn S

  Date: 05/18/2023

  1 star
  Had Sears Home Services visit yesterday. Requested a 10am -2pm window of service and was told that would not be a problem. I was told the technician would call me before coming. The technician arrived at 8:20am and when asked why he did not call before arriving I was very rudely told that because I was the first call of the day he did not have to call. After the technician left I thought of several questions I forgot to ask and spent the next 2 hours trying to reach a human in customer service. No luck . . . customer service nonexistent. I will never use this service again as their customer service is no where to be found. There are other better companies to use for repair. STAY AWAY FROM THIS COMPANY . . . VERY VERY POOR NONEXISTENT CUSTOMER SERVICE.

• Review fromSylvia C

  Date: 05/18/2023

  1 star
  If I could give zero stars, I would. We purchased a brand-new top-of-the-line unit from them last year. Our salesman promised us the moon and the stars. The unit we purchased was their most expensive one, because I am mold sensitive. They gave us a warranty and a decent maintenance plan that was included. It has broken twice, in less than a year. We were having some error messages last week and had the maintenance person check on them. He told us the blower was broken and told us to shut off the unit until it could be repaired. This was on a Friday, and Sears would not send anyone to fix it that day. So this means, we had to wait until Monday. A whole weekend with no AC in the Florida heat. We wait patiently until Monday. Monday comes around, and no one shows up. We find out around 2pm that no one would be coming because the repair man was sick, and they only have ONE PERSON that can do warranty repairs in all of Tampa! I would not have purchased if we knew about this. We were told there would be plenty of options and that was a lie So, they reschedule us for Wednesday. This now makes 6 days of no AC, in 90 degree Florida heat, with kids and pets. Wednesday comes around, and they cancel the appointment and don't give us any explanation. During all of this, we have been calling multiple phone numbers. We have tried calling the sales person, who won't pick up or call back, we have tried calling just about every Sears office we can find. No one will pick up or call back. I even tried reaching out via Twitter, asking for a manager to call us, and they told me it would take 48-72 hours. It's no wonder they are tanking in business. The customer service is just atrocious. They told us Wednesday we would be on top of the priority list, and we would be first in line to be fixed today, Thursday. We have a link to track the repair man. It says there are multiple stops before us and our wait time keeps getting pushed back more and more.

• Review fromMELISSA Y

  Date: 05/15/2023

  1 star
  We have the Kenmore Elite refrigerator. Bought in 2015 went out in 2020. Sears sent tech out and he replaced the compressor. Part was covered but paid $100 labor fee. All was well until 1/25/2023 when same issue happened fridge wasnt getting cold. Called Sears they scheduled a tech for 2 weeks out that was the first available. Tech came said it was the compressor it was going to cost us $700told us if we purchased the sears home warranty he could take $200 off so we did. He had the part mailed to our home but said he would not be able to come install the part until 2/21/2023. So he came on the 2/21 replaced the part and left. Fridge still wasnt getting cold. Called Sears again the scheduled the tech first available was another two weeks out. So we waited, tech came unplugged the fridge and checked something on the lines and said its working. He left and again the fridge got a little cooler but by the second day it wasnt cold again. Called Sears said I wanted a refund and the fridge still wasnt working. They said they were going to refund part of my money but not all of it. They never refunded the money so two weeks latr I called again for the tech to come back out it took another two weeks that was again the first available. He can and this time he checked the compressor said it was working that the fridge was not repairable. He called it in to Sears they said they were going to replace the fridge and I would hear from someone in 3-5 days. No one ever contacted us and it has been 3 weeks. I have called 3 times and have been told it is with the research department and they will contact me with options. I have been without a fridge for almost 5 months. Didnt get money back and now paying for a home warranty every month and still no fridge. This should be against the law. We have three children and no fridge!

• Review fromMike C

  Date: 05/15/2023

  1 star
  Having been a customer for years, Sears has always done a great job in maintaining my appliances. NOT ANYMORE! Two months ago, the door on my fridge needed replacement. A tech came out and ordered the door. It was expected to take a month but never came. After multiple attempts and lies ("it's on its way", "they don't make the door anymore", "we are going to replace the fridge", "they are making the door for you") from an offshore phone center, each time pushing out the date week after week. I don't know who to turn to now. Sears is a shell of its bankrupted self. Help. Can I get a full refund for my service program that is NOT delivering?