Complaint Review: Sears Home Services - Nationwide

Our refrigerator was leaking water from underneath.  More than a week in advance, I called Sears Home Services in order to schedule a repair.  We have bought every major appliance in our home from Sears, and it was the first name that came to mind when needing this repair.  What a mistake!

The repairman was scheduled to come to our home between 12:45 and 2:45 on Saturday, May 9.  My husband and I were working around our home, the garage door was open, cars were in the driveway, and everyone was home.  I was painting and could not get to the phone when it rang, but I got to the phone within two minutes of the missed call.  It was the repairman saying that he was at our home and nobody was there.  I called the number he called from immediately.  He did not answer.  I called again.  No answer.  My husband called and left a message. 

Furious, I called Sears Home Services.  We were told that the repairman had come to the home, that nobody was there, and that he went on to the next call.  I said that this was IMPOSSIBLE.  We were all home, the garage door was wide open, the doorbell works just fine... Nobody had come to our home.  Plus, the missed call was returned in less than five minutes, and the repairman did not answer the phone.  I told them that we had this appointment scheduled for over a week and my expectation was that Dispatch would get on the phone with this guy and tell him to get his behind back to our house.

We were informed that he was already on his way to the next appointment.

We believe with 100% firmness that since he was scraping the edge of the service call window, this guy decided that he did not want to work quite this late on a Saturday, and he simply blew off our service call.  He is LYING through his teeth that he showed up and we were not home.  It is literally impossible that he knocked or rang and we did not hear him, as our dog goes positively insane when anyone even walks by our home on the sidewalk.  When anyone comes to the front door, she practically goes through the glass to try to get to them.  She never moved from her customary spot in the living room.  Nobody came to our door.  The guy is flat-out lying.

When I talked to a manager at the 866-878-2230 number, I was told that there was no way to get anyone out to repair our refrigerator, that they would have to reschedule for TUESDAY.  This is also ridiculous.  If Sears wanted to keep a customer, they would get someone out today or even tomorrow, on Sunday.  Would it potentially cost them more money?  Of course.  But this is their fault, not ours.  We were home, ready and waiting for our refrigerator to be repaired.  Fred (the name of the guy who did not show) simply lied.  However, Sears said that there was no other option and wanted to reschedule.

I elected to call another repair service.  I selected one that is local and that actually cares about customers.  After having used Sears to purchase thousands upon thouands of dollars in appliances, I will now go to Best Buy.  Sears will not get another dime of our money.