Sears Appliance Repair

Dealing with Sears Home Services was not pleasant in any way other than the great service we received in person from our installation tech: Ransford. He was polite, respectful, honest, and very professional. The interaction with him made me feel better about the money we spent and the ridiculous amount of frustration we experienced from the initial visit on 12/27/2024 to the final repair on 1/31/2025.

It would be great if the call center staff were able to communicate/explain and manage the appointment & parts ordering process as well as Ransford managed the actual repair.

I had no idea what was happening as my order was cancelled twice. No one ever explained that the parts needed were expected to be shipped directly to me and I was supposed to wait for them to arrive and then call to schedule the installation of those parts. I was never notified that the parts were on backorder either - I discovered that when I finally got frustrated with the delay and looked online to see what the status of the order was.

I spoke with the call center 5 times before the process was explained to me. Even then, I had to spell out what I thought was happening and the person on the phone said, "Yes, I think that's right."

Absolutely horrible! The delivery window was 8am-5pm which monopolizes your entire day. Nothing was repaired and no update was provided to American Home Shield (I called 2 days in a row). Would not recommend! And on top of that, the team member I spoke with was very unconcerned and rude…no consideration whatsoever that I was without a functioning oven. Definitely not the type of service I was expecting from Sears or American Home Shield—very disappointing.

Everything was good. Only negative is I am given a window of 9-5pm but I am always one of the last on the schedule. This time tech was delayed til after 6pm. A person wastes a whole day waiting and tracking. Can't you schedule appointments with shorter windows? Morning, afternoon or evening?