Sears Home Services – In Home Repair

Scheduled service for my water heater and refrigerator ice maker. The confirmation email quoted rates that were higher than what was quoted on the phone. After several calls and getting hung up on once, I was not able to resolve the issue. Customer service reps only quoted policy and rates and had no interest in resolving the concern. The technician arrived so I decided to give him a chance to clarify things. He responded with more unclear price quotes that were even higher than the others and with smart aleck answers. Despite having given the make and model of the water heater and identifying the problem as a leaky pressure release valve, the technician arrived and stated that he was not sure that he had the right part. After all this, didn’t even let him into the house. Now, after a two day wait, I still have to find someone to repair my appliances. I’ve experienced bad customer service before but this was so far beyond that.

I made an appointment for three weeks out to repair my Nordictrack treadmill. He got to my house and told me they didn’t fix Nordictrack and left. So why they accepted the appointment I don’t understand.
If this had gone well we were going to book a dryer repair in the future. They dropped two sales. It’s not surprising to see this company in such decline now that I’ve had the Sears experience.

Our icemaker was not working so I called Sears Home Services for repair. The service tech came out for the first time on 9÷25÷15. He arrived halfway through the 4 hour appointment window. He told me the icemaker on the fridge was broken and needed to be replaced. I agreed to the repair. He stated that he would have to order parts and would then return to finish the job once the parts arrived. I had to prepay $ 316.00, of which $ 99 was for a «trip fee» and the rest was for parts. We scheduled the return service visit for October 12, 2015.
On October 12, 2015 a second (different) technician arrived. The appointment window was from 10am to 2pm, and he arrived well after 2pm with no call or communication about being very behind schedule. This technician stated that there was in fact nothing wrong with the ice maker but in fact the problem was a water line TO the icemaker. He stated that Sears does not work on the water line and that I would have to hire a plumber. He said Sears would issue a refund.
On October 20, 2015 I called Sears Home Services to ask about my refund. I was told by «Debra» that the refund would be issued via a check «probably by November 20.» She could not tell me when I could expect the check. She refused to credit the money back to the credit card, which now forces me to carry this balance pending hopeful receipt of the check. She also refused to refund the trip charge, even though no work was done, because «there is a 90 day warranty on the work.» I told her that no work was done and asked what the warranty covered. She could not reply. I asked to speak to her supervisor and she refused to connect me.
After terminating my call with Debra, I called Amex to dispute the charges. The Amex representative was quite surprised to hear about the actions of «Debra.»
Needless to say, in light of the extremely inept and unprofessional service provided, I would not recommend Sears Home Services to my worst enemy. If 0 stars were an option, that would be too many. AVOID.