Sears Appliance & Hardware

The technician from Sears Repair Services was the most condescending service professional I have ever encountered. He dismissed all of the issues we reported with the washer, stating that the significant vibration was "normal." He even asked us to provide a piece of cardboard so he could attempt to fix the problem. He then wanted us to sign a document stating that the issue was caused by our floor. Since we did not agree with that assessment, we refused to sign. The technician became visibly upset and left. To make matters worse, it is nearly impossible to speak with a company representative by phone. The automated system requires you to go through numerous menu options, only to eventually reach a dead end where the call disconnects without providing any assistance. This experience demonstrated a serious lack of professionalism and customer service from Sears Repair Services. The company urgently needs to improve both its customer service approach and its customer support accessibility. Based on this experience, I will avoid using Sears Repair Services in the future and would hesitate to recommend them to others. Update 6/24/26 I scheduled two additional service appointments, and both were no-shows, despite receiving automated confirmation calls for each appointment. Their public response about wanting to "make things right" seems more like an attempt to save face than a genuine effort to resolve the issue. There is no direct person to speak with and no one willing to take ownership of the unprofessional behavior and poor service provided by their employees. This has been an incredibly frustrating and disappointing experience from start to finish.

The technician was very good and was the only good experience I had with this company. My washing machine stopped working the night before a trip. While on vacation I was working with the extended warranty company who set up the appointment with Sears. I had questions about the appointment but the only way they communicate is through AI generated text messages. I tried calling and it is all AI generated “customer service”. There is no live human help. I will not waste any more of my time to explain everything that went wrong because of AI handling things but suffice to say it was beyond frustrating. Once again, the technician was great but I will never use Sears again!

Complete frauds. Misdiagnosed issue with microwave, shipped incorrect parts, then ghosted us. They abandoned the job with the microwave uninstalled in an unsafe state. I had to enlist another appliance repair service to rectify this mess and they couldn't believe the shameful incompetence of Sears Home Services. Moreover, it is a nightmare trying to get a live person at Sears to help. Don't believe these positive reviews about Sears Appliance Repair, A&E services, Jay, Michael, etc. "Sears Home Services" is not a legit outfit and the 1000s of BBB complaints prove it!.

The technician was awesome. Fast and efficient. I would've given 5 stars but she was here the week before "diagnosing" the issue. It was a belt that needed replaced. I guess they don't keep common issue parts in stock, because she had to reschedule for a week out to come and actually replace the belt. Seems a waste of her time, and mine, to not actually stock common belts. They had the make, model, and serial number prior to her arriving for the first visit and they knew the issue, so the common fix was the belt. She diagnosed that 5 minutes after arriving. Could have and should have been fixed at the first visit.

I will never use this service again. The tech that came out to look at our dryer said it was just the cord that needed to be replaced. I bought the cord and upon inspection found that this was much more than a cord issue. It was actually either a manufacturer or installers issue as the dryer was only one year old. When you call Sears’s service tech it clearly states that the fee is only applied if you don’t have them do it it was apparent all he wanted was a quick $138 because he didn’t have the cord and more than likely knew it was an issue. Went back to where we purchased the dryer and they took great care of us. Brand new dryer being shipped and installed.