Sears

My low rating is due to the cost of the service. The repair person arrived within the scheduled time - actually he arrived early. He did call me and said he was on his way, which was nice. The issue was that the water dispenser in my fridge wasn't working. I had read the owners manual for possible issues to fix before calling for help. I did all the recommended things, but still no water. So, I went on-line to schedule a repair and explained that the problem as probably an air bubble in the line or the line was frozen.

When the technician arrived I explained all that I had done to try to fix the issue. He immediately took out 4 drawers and felt around the back of the refer for a leak, or ice buildup. He determined in 1 minute that the line was frozen. He then gave me a quote to fix the issue - $308. I authoried him to do the work. Then, he spent less than 5 minutes to put some silicone caulk around the housing at the back of the fridge. Thank goodness I had a 20% off coupon. He put the drawers back in. The total cost was $244. $99 for the "diaignostic" and another $144 (with tax) to put a bead of caulk around the housing. Good thing that he didn't charge me for the caulk. It may have cost me another hundred bucks. I just think that the cost for this very simple repair is outrageous. Oh! And then, of course, he wanted to sell me a repair contract for another $98. I declined.

Our tenant contacted me about a loud clicking sound coming from her Kenmore Washer/Dryer combo. The clicking sound is at the beginning and end of a cycle. On top of that, her clothes are coming out extremely soaked.

A service technician came out on 09/23/16 who identified the problem being with the Actuator which he described as being stuck, thus preventing the washer from enter the spin cycle. He ordered the part and scheduled the repair date for 10/06/16.
The day of repair the technician (who was not the same who diagnose the machine) immediately began making excuses for not being able to fix it. He said it was a 2 person job, that he didn't think the problem was the Actuator, and even went as far as to tell me that some technicians guess what the problem might be knowing they don't have to be the one who comes back to do the repair. Very unprofessional.

After going back and forth a few times, he finally ran his own test and low and behold, identified the issue to be the Actuator (same issue). He also said it cold be the motor but would replace the Actuator to see if it helps (this after him complaining again about this being a 2 man job).

Today is 10/17/16, 4 weeks after the first call, and our tenant has contacted me letting me know she continues to have the same issue. So now we have to go through this all over again on 10/24/16. I requested they send a more experience technician or manager, and asked if they could make us the first stop that day. The customer service rep Debra said she would make the request but could not guarantee either.

I'm extremely disappointed in Sears Home Services and their technicians. Customer service reps have been great, but their technicians so far have been not been professional and seem lazy or unwilling to service a unit correctly. I have lost confidence in Sears and if this machine wasn't under warranty I would probably seek another company. Unfortunately I am stuck for the time being.

Repairmen arrived on time, were knowledgeable and courteous. Maintenance and fixes accomplished satisfactorily.

My repair man was on time, very pleasant and was able to teach me what was wrong so I could take care of it, if it should happen again. Very patient in his explanation.

Overall, Sears repairmen (always men, so far) have been great. The last person went above and beyond great, procuring a part and coming back the same day and working late so that I would finally have a dryer. I say finally, because through no fault of the technicians who visited our home, the bureaucratic internal mess that Sears often is, managed to screw up the initial service order and cancel it outright. That is too long a story, but the technician that came out to make it right was wonderful and went out of his way to fix everything.

From start to finish, service was outstanding. Repairman was excellent. Will certainly use Sears repair again

Technician was prompt, courteous, knowledgeable. Didn't try to "oversell." Diagnosed and fixed my problem and provided tips for preventing future problems.

Both repairmen called to inform me they were on the way and arrived within the specified times. Both diagnosed the problems with the frig and range and promptly fixed both. Expensive but very satisfied with the service.

The repair man was there between the times Sears said. He was very careful about our home and not to mess up to much around the repair area. He tried very hard to fix the repair on our washier for the least amount of money if possible. The repair man was very polite, work hard and fast. I was extremely impressed with this repair man and service.

We had maintenance done on our mower and the person who performed the service was super pleasant, as well as getting our mower into tip top shape!