Sears Home Central - No Longer in Business

I cannot stress how horrific our experience was with Sears Home Repair. After three failed attempts and over $400 our washer still does not work. Not only do they not stand behind their work, they don't have the integrity to finish the job. We've asked 3 times to schedule follow up service, they have failed to show up each time. Absolutely worst experience I've had with any service company.

I had two windows, sliding patio doors and the main entrance doors installed by Sears last year. The workman ship was so poor. The cold air was blowing in from the underneath of the door. The window's paint was chipping off after 6months. I complained about the problems, but they are so slow reacting to these. The problems are still not completely solved yet after one year later today. I would not recommend this company to anyone. I am currently looking for a reliable window company.

Terrible service. Showed up almost 4 hours late, and after spending an hour on hold earlier in the day to try to re-schedule. Made to feel like it was our problem and spent more time re-booking. Sears cancelled 2nd appointment night before and after booking off work again. When they did show up, they forgot to reconnect the drain hose causing a horrible mess. The repair also did not work properly, dishwasher made horrible noises. The next repair appointment we were told the previous crew did not do the job properly, it would soon not work at all - but the repairman did not have the correct part....After this much frustration, I simply asked for our money back. No response whatsoever on that request. So, they have my money and we are stuck with a loud dishwasher that will soon not work.

Sears was prompt in their service good customer service was provided.
Good installers that were polite and thorough. The supervisor was knowledgable and approachable. They cleaned up well. Whenever we called back they were prompt with their replies.

We have had a treadmill from Sears and on several occasions we required service and each time the service men were courteous and efficient. The service great and professional. They were very neat

This is a two part issue...the first leads to the second. It'll make sense once you read it.

Our GE Profile fridge wasn't very cool for several days...so I called Sears. They came when they said they would...and diagnosed the issue as a burnt out fan motor. Ok. No problem. A new one was ordered - and installed within a few days. I'm happy thus far.

Several months go by...and the fridge starts making a wonky grinding kind of noise. I call Sears and they are able to send someone over right away. So far - so good.

So...the repair guy empties out the fridge and takes it apart...only to discover that there is a lot of ice build up....and it's starting to impede the fan blade. The solution? Remove the motor....and pour a bunch of hot water to melt all the ice. I paid for a service call....and repair time to watch a guy melt ice? Well. Ok...if it works...it works...and it doesn't cost me any additional parts. I guess I'm okay.

A week later? I am not ok. The fridge is making the same funky noise....so I open it up myself and discover that yep....lots of ice build up. I employ the same tactic the repair guy used....but I was really mad that I paid over $85 for a 'problem' to be fixed...only to have it happen again within a week. I felt ripped off.

So...I called Sears...and told them the deal - and that I wanted the labour portion of the service call refunded. Not the money spent for having th guy show up - that's a standard fee...and he did show up. I wanted the money back for the non-repair issue. What a joke!

The Sears call centre people are the most aggravating human beings in the world to deal with. I told them time and time again that I didn't want yet another guy to come out. They obviously couldn't fix it...so I didn't want them in the house. Besides - I can melt ice...it aint' hard....and I have better things to do than wait around during a 3-4 hr service window for someone to show up. Sears out right refused to do anything for me. I was on the phone for nearly an 3 hours (over the span of a few calls)...and kept getting passed along from person to person. My apologies to the last person I spoke too that day....I finally lost it - and told them right off. But after hours of getting jerked around - I had had enough.

So. I slammed the phone down. And thought...now what do I do? My fridge is messed up (it still is by the way...I have to defrost it every week now)...and I got ripped off! So....I posted some comments on Sears' twitter feed...and on their Facebook wall. Got some more Mickey Mouse responses....please send us your info - and we'll look into it. Yeah. Sure. Because you're better than your call center?

When I get mad - I get on a mission. I went straight to the top. I found out the name of the CEO from the Sears annual report....and I called him directly. It's easy to go through the switchboard when you have the spelling for the name you're after. Sadly Dene Rogers didn't answer my call....but I did leave a calm message detailing my complete and utter dissatisfaction. The CEO's admin asst' called me within 2 hrs to refund the portion of the money I was looking for.

Would I recommend Sears? Maybe. Kind of. Not my first choice. I still have to fix my fridge myself every week or so...and I was really torqued at the level of frustration and BS I had to go through to get a partial refund.

I also cancelled my Sears card....they'll have to make a pretty good offer to get me back on one. Way to go Sears. The cost of reaquiring me as a customer is certainly going to be more than the $86 I was looking to have refunded. For the $86 it cost you...it'll cost you $100s now to ever get to me get a Sears card again. Do you guys even understand lifetime value of a customer? And the cost of a cheesed off customer? Get with it! Or move over for a retailer that gets it.

I have had a front door to my home installed by Sears over 4 weeks ago.The door glass insert is uneven and was assured by the installer that it would be corrected-"no problem." It is a problem- the sales rep has disappeared on me, the installation people are giving me the runaround. I chose Sears because I assumed they would back up the product they were selling. I am disappointed with the inaction of the salesperson(Joseph) and the people in the installation department. I would never treat my own customers like this.I will noit ahve anything positive to say about Sears until they resolve my issue.

As long time Sears customers, we've historically been happy with their sales (Sears Fairview) and repair services (Sears Home Central). So when one of our appliances recently stopped working we didn't hesitate to call Sears Home Central to arrange for a diagnosis and subsequent repair appointment. Unfortunately, issues with the call centre and the initial diagnosis techincian left us a bit disappointed, suspecting that perhaps Sears no longer uses their own employees i.e. all of their work is contracted out now and this might explain our service experience this time around? We suspected the usual "larger more lucrative jobs take priority over smaller ones (and customer service)". The first (diagnosing) technician left us for a bigger job after a quick diagnosis, warranty hard-sell, and a promise to call when the part came in. Was prompt to call when he had the part (the next day, we were happy about this). He wanted to do the repair the same day but the notice was too short for us to get off work to meet him at our home. So he promised to call us to book the repair appointment. We never heard from him again. We decided to call him after waiting for a day or two (we'd saved his cell #, much to his surprise). After telling us his lame story for not calling he told us to wait for Sears to call us. Hmm, if we hadn't found him, we'd still be waiting! We then contacted the call centre ourselves to get another technician in to do the repair. This meant waiting a few more days (now a week) without a working appliance. Repair was pricey. The positive things we noticed this time around were the reminder phone calls from Sears Home Central the day before appointments, the reasonable wait window for appointments (4 hours max.), both techicians (diagnostic and repair) were respectively on time (ie: arrived early in the wait window), knew what they were doing and left our home clean. Despite this, though, we have noted some other reputable appliance repair companies after extensive reading on this site as we're now unsure whether we'll call or recommend Sears Home Central again.

Had Sears provide roof replacement service and they a contractor come to do the work. They did an excellent job, just as we had asked with some of the finishing/flashing work. Everything was cleaned up around the yard and for a reasonable price.

From the quoting process, home visit, to installation, sears was great. They held a promotion because my closing date was later than the promo period. I like their work and will recommend their service. They also price matched which was great! Thanks!