Sears Home Services

I don’t even know where to begin with this company. We made the mistake of picking them again to service our busted ice maker. In the past when it has stopped working we’d hired them and they’d miss an appointment or be extremely late. It was always annoying but we were grateful to have it fixed. It’s broken again and trying to get Sears out here to repair it has been like requesting god to come fix it himself.
To begin, there was a two week wait to even be scheduled. Not a huge deal since it’s just a busted ice maker and not something crucial but annoying nevertheless. The day of our appointment arrives (finally!) and they claimed to be here between 10 – 2. At two o’clock I get an email saying the appointment time has changed and is now from 2:15 — 4:15. Then it gets changed from 3 – 5. (Please keep in mind that i was getting these time change updates by refreshing the link in the first email, heaven forbid they have the courtesy to call or even send a second email to let me know the time keeps changing.) Six o’clock rolls around so I call and am told they were running so late that they had to reschedule me for the next Monday from 8 – 12. So I spent an entire Saturday sitting around waiting for them for nothing, but at least it’s Saturday. So I took Monday morning off of work to wait again. It’s now 12 and I just received a call from them claiming that both techs for our area called in sick today and I am now rescheduled for next Monday from 8 – 12. Why wouldn’t you call me at 8 to let me know they’d called in so that I can go about my business instead of making me wait until the end of my appointment window? Probably because it’s BS. Or it could be a reflection of their horrible customer service methods. Either way, we’re waiting yet another week. And the most frustrating part? When they finally do show up it will be for 10 minutes to diagnose the problem, charge us, order a part, and make an appointment 2 more weeks into the future. Sigh. Just don’t pick Sears as your repair company. It’s not worth the frustration.

I am only giving it 2 stars for now. I could increase it when the service is done. The technician wasn’t sure they would agree to the part cost under the serviceprogram. I called back when I didn’t hear anything. They don’t send a confirmation, but ordered the parts. Everyone should know that they ship the parts to your home, not to a warehouse like most service companies, and they can’t answer if someone needs to be there to sign for it. They don’t send you a tracking number, so if you want one, you have to keep calling back.