Sears Home Services

When I called them to service my refrigerator ice maker, it took 5 weeks to get it repaired. And then it broke down again 2 months later. When I called after the second breakdown, they scheduled an appointment for 12 days later, and then they will have to order parts and come back, so probably looking at a repeat of another 5 weeks. The repairmen are personable but the overall service stinks if you want your appliances repaired in any reasonable time frame. One is better off buying a new appliance or paying for a service repair company that will come promptly.

I had to wait 2 weeks for an appointment. The technician arrived promptly. He had to contact another repairman because the part he needed was not on his truck. The two repairmen were at my house for over an hour defrosting and cleaning coils and replacing a seal that routed condensate to a drain. The repair was $350 and the refrigerator now works.

The service was part of a yearly contract. Anytime you had an appointment and take the time off, they would call an hour before the appointment to say they weren't coming.

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The team that came out to the house was polite enough, but only one of the crew spoke enough broken English that I could direct him on what needed to be done. Because of the language barrier I felt that the team did not ask me enough questions about my house and the way that my HVAC system was setup. At one point in the process the crew chief asked if I wanted my coils cleaned. I forget how much extra it would cost, but it sounded like a good idea. The problem: They didn't know how to get to my coil. I just assumed they knew what they were doing, but found out later that this was not the case. They ended up cutting two holes into my ducting. One partial "oops" hole in the casing of my Coil, and one somewhat proper access hole below my A-Style Coil. From the proper hole they were able to spray my coil and clean it. *************************************** When sealing the "oops" hole they took a flat piece of sheet metal and laid it over the hole, securing it with sheet-metal screws. I found out later that they put 3 sheet metal screws into my drip tray. *************************************** Note: This work was done in November, just before the Winter. During the winter I only run my furnace, not my Air Conditioning, so I noticed no problems. So I paid Sears, and things went as usual until May 2012 when I turned on my AC. At some point I went into my crawl space where my AC is located (I store stuff there) and I see that it's flooded. I call my Home Warranty company (AHS), they come out and see that my drip tray is leaking because three sheet metal screws were drilled into the drip tray. They cannot fix it because there was "intentional damage" done to the system, which isn't covered. (Note: This is an older unit with a custom coil housing, the drip tray is part of the unit). Because of the custom nature of the job, it's going to be quite a bit of money to fix. ************************************************* At this point I call up Sears asking them to fix my unit. I end up getting the run around and finally put in touch with their "Quality Assurance" person (Brooke Demetriou). She was one of the nastiest, most unhelpful people I have EVER spoken with. In short, she said they were not responsible because the work was done in November and that I would need to sue to get any compensation. She said they only would guarantee the work for 3 months. ************************************************* So I spoke with my good friend / lawyer and we started building a case ("bringing an action in tort for negligence and in contract for breach of contract"). But at the same time I was melting in my house and my wife was ready to kill me for delaying the fix. So, in a moment of desperation / inspiration I removed the sheet metal screws, grabbed a tube of caulk and squirted it into the holes. No more leaking. I wanted to continue with my legal case, but in the end it would have been a lot of work / stress for little actual gain. So, instead of suing, I'll write this review. Please don't ever hire Sears for any home services. Interesting Note: I just did a search online for the name "Brooke Demetriou" and it turns out she might own multiple Sears Service locations. I found another site that rants about how Brooke treated them (Link: http://bit.ly/1dM3RtT ). Good Luck! PS: I ended up getting a new AC unit earlier this year.

It was never any contact made by the company to indicate why there was a no show for this appointment.