I bought an expensive dishwasher from Sears a year ago and I have had nothing but trouble. I should have known, when it took a month from purchase to installation. Thank goodness I bought the extended warranty since my dishwasher has been broken down 4 times in one year and now it is out of the intial warranty! It takes 3 weeks to get a service appointment and twice, they have not shown up for my inital appointment. This time, I have taken 3 days off work (for 3 appointments that the contractor either didn't show up or they were canceled and rescheduled at the last minute) and my dishwasher has been un-useable for over a month and my appointment is still in 2 weeks! I call everyday to see if there has been a cancelation - with no luck. You would think I would take priority if I have had several appointments that have been broken by no fault of my own. They have ordered a part and the Tech hasn't even been out yet! I will NEVER buy anything from SEARS again!

YOU'LL GET A BRIEF DIAGNOSIS OF THE PROBLEM, THEY ORDER PARTS, CHARGE YOU IN FULL-- AND CANCEL EACH APPOINTMENT AFTER THEY SHOULD HAVE ARRIVED. We had Bob, technician #2055 come on April 15th to fix our Craftsman riding mower. He ordered parts, charged us $370.79 and promised to return on April 22 between 8 am-5 pm to replace the carburator. My husband, who is a bank executive, took the day off. He received an automated call that the service had been rescheduled for the following Thursday, April 28 between 8 am-12 pm. He took the morning off. No one came. He left at 1:00 pm and called customer service. Who told him it was cancelled because they are waiting on parts. The parts were mailed to our house and received on Monday April 18th. He informed them, explained the inconvenience they have caused and the EXPENSE of taking time off to be here. They were apathetic and said they could come May 2nd. "Do we have to be here?" we queried, "absolutely" was the reply. May 2nd was impossible for one of us to be home, so we agreed on May 5th between 1pm-5 pm. I took today off work, I do not have personal time and the cost of this day off is $210. So here I sit. I called customer service to confirm the appointment since no one showed, again. IT HAS BEEN MOVED TO TOMORROW MORNING between 8am-12 pm.

Office of the President
Sears Corporate Office
3333 Beverly Road
Hoffman Estates, IL 60179

June 15, 2010

To whom it may concern,

We are writing this letter to inform you of our experience thus far with Sears Home Services horrible customer service, poorly trained service technicians and lack of ethics. We have been without a microwave in our home for 2 months after numerous visits from your technicians, rescheduled appointments, and complete dishonesty. How complicated can a microwave be for appliance technicians? How many parts can be involved in resolving only one problem with the unit, it doesn’t cook! Everything else works, lights, buttons, timer, fan……It just does not cook.

In April of 2010 we called our warranty company to repair our microwave. They use Sears Home Services as their service technicians. The first time a technician (Tech 1) came to our home he could not fix our microwave. He told me that he did not carry the parts on his truck that he needed to fix the microwave. He told me he already ordered the part after he spent 20 minutes in his truck in my driveway and that said parts would be delivered to my home within a few days. He also told me that he would be out on the same day the following week to install this part. The part was delivered within 3 business days. When that following week came he never did. We called and found out that it did not work that way. What he should have told us was that when the part came in to call our warranty provider and they would reschedule the technician to come back out. So we scheduled and then had to wait another two weeks before they could get back out to our home.

The second time a different technician came to our home (Tech 2). This man put in the part that was ordered and it still didn’t work. He removed the microwave from above our stove and took it apart in my kitchen. Asked me if (Tech 1) had taken the microwave down to see what the issue was? I told him "no" the technician did not. Then (Tech 2) told me that it needed additional parts. I believe it was a short in the fan or something of that nature. He stood in my kitchen and ordered the parts that he thought it needed. Told me the parts would be in within a few business days. When they come in to call and make another appointment to have someone come out and fix our microwave. Then he put my microwave back where he took it down from. Again the parts came in. We called. Again it was another few weeks before someone could come out to our home.

The third time the technician from the first house call (Tech 1) came to fix the microwave. He worked for about an hour, going in and out of my home. He removed the microwave from the wall, scratched up one of my cabinets and set it on the island in the kitchen then took it apart. He put the parts in that were ordered previously. It still did not work. In the process of this he also tripped a breaker in my home and half my home was without power for about 25 minutes because he couldn’t figure out which breaker was tripped. After we figured it all out and power was restored to my home he went out to his truck. This time (Tech 1) was in his truck for about 25 minutes. He comes back in and tells me there is no fixing this microwave and that he spoke with our warranty company (HMS) and they were going to compensate us for all the above events by just replacing the microwave. He told me that they would call us within a few days to work out the details. He then proceeds to put the microwave back together and take it into the garage because he could not put it back up on the wall above my stove. He told me it didn’t matter they would take it away when they delivered and installed the new one.

I continued to ask my husband after that if our warranty company had called, but they had not. Then a part gets delivered to my home. At this point we are really confused because (Tech 1) never said anything about ordering parts. So we call our warranty company again. They tell us they knew of no such arrangement. That more parts where ordered by (Tech 1) and that we have to reschedule another service call when the other parts this man ordered come in. So after speaking with a supervisor we make an appointment (this time requesting that (Tech 1) never come to our home again) another three weeks away this time for Sears Technicians to come out and attempt to fix our microwave.

On the day of June 3rd of 2010, yes, it has taken two months to try and fix a microwave. A new technician (Tech 3) called my husband and was bewildered when he was told he would be fixing a microwave. He stated that he did not work on microwaves and told us that he MIGHT be able to install the parts but he was not sure he would be able to fix the microwave. He also said that if he did fix it he would not be able to mount it back on the wall above the stove. So my husband told him don’t bother then and we had to reschedule with a different Tech to come back out on the 15th of June.

Today, June 15, 2010, we receive a call apologizing that we need to reschedule our appointment due to the fact that there are only two microwave technicians (Tech 1 and Tech 2) who service our area, that (Tech 2) is on vacation and they just noticed the note on our account requesting (Tech 1) never come to our home again. We were at least able to reschedule for only one week away this time. We shall see what happens next week, but I’m confident that my microwave will still not be fixed and I don’t see an end in sight.

Again we are writing this letter inform you of our displeasure in Sear Home Services. Unfortunately, this also reflects badly on other Sears brands which we have always purchased and trusted. Therefore, we have decided to no longer buy any Sears products or services. We also plan on replacing our home warranty company as they only use Sears Home Services.

I do not expect a response from this office or any resolve of my issues as your company has given me that impression.

Thank you for your time,

Leroy and Hope Xxxxxx

called for home service tech to come to house to give estimate on damage done to riding lawnmower from a deck collapsing on mower was told that the wheels were locked up but the tech did not even check to see if the wheels were locked up or even attempt to see if it moved.tech id 0866004 it was very important to customer to have that est done for ins purposes. to see if the cost to replace mower is more than to fix the mower. for the price of service for est is well over $100.00 u would think that they would do a good job. but beings he never made any attempt to do the job right the first time customer had to make special trip to another town to get tech to check that transmission was locked up.

I scheduled a repair five days in advance. I had to stay at home to wait for the technician to come out (because all they could tell me is that he would be here between 8 AM - 5 PM. I could not work or go anywhere while I was waiting. I waited until 4:40 and no-one had shown up yet or called, so I decided to check the status online for the service. Apparently, they decided to force me to reschedule my appointment. The earliest reschedule date was nine days later. They never called to tell me that the technician could not come out today, and I never saw on their website where they say that they will reschedule appointments for a week later whenever they want.