Sears Home Service Complaint - Sears Home Service repair is a NIGHTMARE!
PLANTATION, FLORIDA -- 1. Don’t be mislead by a low price quote on parts - Prices charged by service tech are higher than prices quoted by customer service. When I complained about this, customer service stated that the tech can order parts from different vendors. The tech said the computer puts in the prices and they have not control.
2. You will be billed for parts and service on the first service call. If the tech does not have the parts, they will still bill you for the parts and service on the first call. They will then ship the parts to you. You will then be stuck with the parts, and the service tech may never come back to install the parts. They will refund the price paid for the parts, if you send them back. The service fees are NON-REFUNDABLE, whether or not the repair is completed.
3. They never arrive on time and often don’t show up for appointments. Techs are overbooked and will call you to try to cancel/reschedule. If you don’t reschedule, they just won’t show up or if you’re lucky they’ll show up late. I had 3 appointments scheduled. The first one was for 1-5 PM. At 4:45, the tech called and tried to reschedule saying that most condos don’t allow repairman in after 5. I told him that was not the case and he arrived at 5:30, WITHOUT the required parts. A second appointment was scheduled for a date 2 weeks later, between 1-5 PM. At 4 PM, I started calling customer service to check the tech’s status and they assured me he was on the way. For the next 2 hours, I called every 30 minutes and was repeatedly assured he was on the way. At 6:20 PM, customer service called me to reschedule. No appointments available, until the following week. The third appointment was scheduled for 10-2 window. At 1:45 the tech called to tell me he was running a little late, would I like to reschedule. I told him NO and he said he was on his way, but never showed up. I repeatedly called customer service who reassured me he would be there. At 4:45, they told me that he had been there, but security wouldn’t let him in the gated community. I don’t live in a gated community. It is a high traffic condo/hotel and security does not monitor entry to the building.
4. Customer Service is unable to contact techs, they can only send them messages asking them to contact the customer. Techs and routers (dispatchers) ignore the messages and the customer is left waiting. Customer service will give you the runaround, transferring you to Customer Solutions who will just tell you that the tech will call you or is on the way.
5. Customer Service will tell you that the tech will call 30 minutes before arrival. Don’t believe this. I was later told by Customer Solutions that this is not correct and they may or may not call you. You need to be home waiting for the tech. Be prepared to take a few days off of work.
6. If you complain enough, they will offer to send you a $25 Sears gift card, but I never received it. Even if I did get it, $25 is not near enough for all the time and energy wasted!!!!!