Sears Home Services Chesapeake Service Region

The whole experience went poorly and it was very stressful. I interfaced with a service tech and, over the course of a few days, spoke with 3 or 4 service staff and one supervisor. Everyone was courtesy and tried to be helpful. The tech visit was scheduled for 8am to noon. He arrived at 2:30 pm. He did what he could and said he wanted to spare me the cost of a new part and labor, rescheduled a follow up visit, soonest was in 2 weeks. 30 minutes after he left, the problem returned, I called him to please let me know the cost of the part and I'll give him my cc#. He never called back. I wanted to get the part in time for the next appointment, otherwise, I would have to wait another 2 weeks for another return appt. No one on the phone could help me, they would not speak with the tech. I got different answers, one being the tech can only order a part during a visit. If using this company, be prepared to wait up to 2 weeks for an appt and 7-8 hours for the service call. The tech may be inexperienced. There is no team work in helping you solve the problem. Each person or dept works independently. You may save a few $$ using Sears but in the long run, it may not be worth it. Instead of waiting for the 2nd appointment, I checked on Angie's List and got another repair company, starting all over. One thing that was consistent with Sears is that 2 service call staff and the tech offered me a Maintenance Package deal for a monthly fee. I declined.

Scheduled online for repair of a range in a rental property - that was easy. We requested 30 min notice for repairman arrival to drive to the rental. Sears Home Services called when they were at the door (v. giving us a ring that they were on their way) and refused to wait 10 min for my husband to hop in the car & drive to the apartment. So we rescheduled for the next day. Given the issue the day before, we waited for them at the apartment until the end of the defined time. No show from the repairman. After a 20 min call to the call center, We were told he wasn't arriving and they stopped repairs at 5pm. We had to reschedule... again. Needless to say, we did not reschedule.

Poor experience and I will neither recommend nor use Sears Home Services again. On the initial visit, the repair technician said the frost developing in my freezer required the replacement of the entire drawer mechanism (it is a French door/freezer drawer on the bottom Kenmore Elite model). I agreed to the repair, he ordered the parts to be shipped to me, and - upon a return visit when the parts arrived - he replaced the freezer drawer frame. As I cleaned up after he left, and reloaded the freezer with food, I noticed random bits of broken plastic inside the freezer. He had banged around very loudly in getting the repair done and it had appeared to me that excessive force was being used in relation to the work. Within hours of his leaving, the "door open" alarm on the refrigerator began to alarm. I would go to the kitchen, open and close the refrigerator and freezer door, and get the alarm to stop. It would begin again randomly to alarm. I was awoken multiple times the first night (until I could dig out the refrigerator manual the next day and figure out how to deactivate it - this unfortunately also deactivates all the electronic indicators and lights on the refrigerator door display panel - so, although the beeping stops, I lose all this functionality). The freezer light also no longer worked unless I reached in the freezer and jiggled it. I called Sears immediately the next day under their "90 Day Service Guarantee" and they scheduled to come back out. The first day I stayed home waiting for the return visit of a repair tech, they didn't show up within the appointment window and I had to go to work. They never apologized when I called to complain, but merely scheduled yet another appointment for a tech to come. He came this time, looked at the issue with the freezer, saw the light wouldn't come on, listened to the door open alarm (which I reactivated for his listening pleasure) and said he would have to call his manager. After that, he told me that the door sensor was broken and they would repair it but I had to pay. I asked him if he really believed that the door sensor suddenly broke itself, the same day the Sears tech banged around in there for 2 hours and it was just a coincidence. What did their "90 Day Service Guarantee" mean? He said they only correct the exact same item. They are not responsible for other damage they do in the course of their work. Then he asked if I wanted his personal opinion. I said yes. He said he was sure the damage was done by the other repair tech, but he couldn't change the position of his company. Insult to injury update: On 8/26/13, I got a bill from Sears, charging me another $70 for the visit from the tech who told me it was Sears' fault but they wouldn't fix it. You cannot make this stuff up.

I called Sears because my dryer was squeaking and it was annoying. It worked fine, but was annoying. They came out relatively on time - but at the tail end of the 4 hour window. My previous experience with Sears was also problematic - they showed up hours after the service window and caused me all kinds of scheduling issues but that is another complaint.... When the technician showed up and they again tried to sell me a warranty for my dryer. I find their continual upselling of warranties really aggravating - my appliances are 5 years old - shouldn't they last a little longer than that? I said no. He fixed the dryer drum, charged me the quoted price and left. I did a load of laundry and noticed that the light bulb had suddenly stopped working and the clothes were taking a long time to dry but didn't think too much of it. This morning I walked into my laundry room and the room was so hot! My dryer was burning hot! It had not been in use in over 12 hours and there was nothing in it......I immediately unplugged the dryer and called Sears to come out and fix this right away since I feel like this was a result of their repair from yesterday and a fire hazard! After a lot of back and forth, they put me down on their schedule for 10 days from now! As paranoid as it may sound, I can't get over the feeling that I have been scammed. Anyway, I called a local vendor - ARVA Appliance Service - they came right over and fixed the issue within 2 hours. They were FABULOUS!! The heating element had been shorted out and it was a fire hazard. They said it was so fortunate that I was home and discovered it when I did. For a lot of reasons, I will not use Sears again.