Water Softner went out, Apr 25th. Sears scheduled repair for May 5th. I waited all day and no one showed up, they re-scheduled for May 6th, 12-4PM. On May 6th, no one showed up again. I called several times during the day and they said the service guy would contact me. Service guy never called. I finally called Sears around 3-30PM. They said they re-scheduled it to May 10th, 12-4PM. No one called me about the re-schedule, I HAD TO CALL THEM! So May 10th comes and Sears Service calls and tells me I'm on for 8-12PM. Well I worked my day around so I could be home between 12-4PM as per their previous schedule. I wait till around 9AM and Sears calls to tell me no one will be there and they re-scheduled it to May 11th, 12-4PM. To sum this up:
May 5th Sears cancels service
May 6th Sears cancells service
May 10 Sears cancells service
May 11th who knows what will happen, Sears may cancell this service too!!!
Each time I had to re-arrange my plans so I could work around Sears Service and each time no one shows!!!
SEARS SERVICE REALLY NEED TO DO SOMETHING ABOUT THIS!!
I also have a feeling this complaint goes on deaf ears and probably will only go no where as many other complaints.

If you wish to contact me, I'm at 403-454-6101 or if there is no human to talk to, you e-mail me at [email protected].

I have been a very loyal Sears Customre for over 40 years. I have always used Sears service to fix my Sears appliances. I have always been satisfied with the quality and the bill for the services rendered. On April 28th Technician #0627158 came to fix my Icemaker on my Kenmore Refridgerator. He was here for approx 15 minutes and replaced a valve. The cost of the valve was $87.87 and my total bill was $291.89. I questioned him regarding the cost of the job and he basically was rude . The next day I called the service number to complain about the bill. Apparently Sears does not hire CUSTOMER SERVICE people. ..they hire people to argue with you when you call to complain. I would appreciate you looking into this matter.
Christine Heatherman
4051 E Geddes Circle
Centennial, Co, 80122
303-221-5765

I had a problem with Sears and their customer service and broken appointments. After day 3 I filed a complaint with the Better Business Bureau. They have 30 days which will not solve my problem now, but I am also contacting the manufacturer of the fridge to let them know about the problems with Sears and that if I can't find a way of buying their product through someone else, that they will have lost a customer. One that is scheduled to spend over $10, 000 on equipment for my kitchen remodel. This is no longer about what they "did", but what they will never do again, which is get my money. As of this writing they are supposed to be here by 10am and it is 9:53. Anyone care to make a bet?

Beware of Sears appliances. If something should happen to your appliance, you are at the mercy of one of the worst set of untrained, rude and incompletent people who give you the run around, keep you on hold for hours and then hang up, give you false information, never provide a definite time that they will come to fix your problem and then cancel your appointment.

READ the fine print before you sign up for their service agreements. They outsource everything and you will be left frustrated having to deal with people who have no power to do anything customer friendly (but every right to be rude) and read from scripts. Even their dispatchers and repais folks are outsourced and they dont care if they deliver shoddy service or not.

You can be rest assured your first scheduled repair appointment will be canceled after you take time off work to be at home. When they come they have no clue what they are doing. they order wrong parts, try to blame the customer for defects in their appliances and will give you the run around for atleast 4 trips before you can get your appliance in working condition, which will be good till the next defect.

DO NOT BUY SEARS. YOU WILL REGRET IT. If you do, have a lot of painkillers and aspirins handy. You will be talking to one of the worst trained employees that will make street hawkers from Bangladesh seem more customer oriented. They talk to you as though you owe them money.

One Sears customer rep told me today, "You should not have bought the service agreement if you were expecting service from us'. I am still baffled at how any company can afford to be so customer unfriendly and shoddy in their promises in this current economic climate and still be in business. The biggest mistake I made with my appliances is to buy Sears.

I wish I had read the online complaints before I called Sears service to repair my Kenmore dishwasher. I would not have called them at all and never will again. I will also NEVER buy another appliance from Sears. All I got was a wasted day, a lot of lies, and I'm out $65. An expensive lesson but maybe a small price to pay for learning to never buy Sears products again.

My dishwasher had a small leak which must have been going on for years and I never noticed until I smelled mold from the rotted the wood sub-flooring. My Sears service contract had expired so I called several repair companies and they all told me there was a service call charge of between $50 and $70 even if they didn't do the work. I didn't opt to pay a fee for no work and decided to call Sears service. When I asked about the fee, I was told that a service charge of $65 would be applied when I had the work done. I wrongly assumed that if I didn't get the work done, there would be no fee.

I made an appointment for the next day sometime between 8 a.m. and 5 p.m. the service scheduler could not give me a more specific time but said the technician would call me an hour or so before he arrived. I waited at home all day, I had rescheduled some appointments in order to accommodate the service call. I waited and waited. At 4:30 I called the service department and was told that the technician was on his way and would be at my house in 15 minutes. At 5:15 I called again and was told he was on his way. I asked that they get in touch with the service tech and have him call me. I was put on hold and when the service scheduler came back on the line, I was told the tech would be calling me right away to give me a more accurate estimate of his arrival time. I had to leave the house at 6 p.m. for about a half hour and I still had not heard from the service tech. Finally the tech called about 6:30 (an hour and fifteen minutes from his "right away" promised call) and said he was on his way. At 7:10 he finally arrives.

I pointed out to him which hose was leaking... he didn't even have to bend down to look. I had the foot plate off so he didn't even have to touch a screwdriver. He took about a minute on his computer to tell me what part needed to be replaced, and that the total cost would be $195.

Though surprised at the cost, I thought about it knowing I could get a new dishwasher for about $300. However, being an older, single, retired woman who is tight on funds, decided to let him do the repair, especially since he was there.

That is when he informed me that he didn't have the part on his truck (it was just a hose!) that he would order it and then reschedule a time to come fix it. I had visions of wasting another day waiting on a bunch of liars. I told him to forget the repairs. I would just wash dishes by hand for a while. He said, all right... that will be $65!

What! No one ever told me about the $65. He said apparently I didn't understand because he was sure it had been explained to me. I assured him it had NOT been explained to me because the other companies who told me about their service fee made it clear and I did not schedule their service. Sears did not make it clear. I had a very frustrating day and I paid $65 for nothing!

I look around my house and see that I have Kenmore refrigerator, washer, dryer, and dishwasher. My Mom has a stove, washer/dryer, dishwasher, and refrigerator. I can tell you that neither one of us will EVER, EVER buy another appliance from Sears. My $65, day-wasted lesson has taught me to look online before I ever buy another product, or schedule another service call.

Thank you for websites like this one. I just wish I had found it earlier!

Kay in Florida