Sears Home Services
Read all reviews for Sears Home Services →
Oven repair that never happened
This was for an oven repair. After diagnostic was performed, the technician (Mark) said he should have the ordered part in 2 days, and would come to do the repair in 3 days. The repair appointment date was then changed to 6 days later (9 days from the date of the diagnostic), because the part did not come in. The repair date was then pushed to another 6 days later. The morning of that day, 15 days after the diagnostic visit, the technician called me and asked if the part had been delivered to me, as he did not have the part. After I verified I didn't have the part, he followed up with someone in the office, and called me back, saying that somehow the part order had been cancelled, and he proposed pushing out the repair another 6 days. Frustrated, I cancelled the service at this point. I do not hold anything against the technician, Mark, as I do not think he was at fault. So no repair was ever performed, and no part was ever received. I was to receive a refund for what I prepaid for the repair, minus the cost of the diagnostic fee. But no refund was ever put back onto my credit card. I am still working on getting to communicate with an actual human being to get this situation worked out. The automated system seems to make it impossible to address this type or problem or request a refund. For the record, the service order number is 11829173. Update - 5/15/2025: I managed to get through to a live agent named Trish on 3/6/2025, and she told me that a refund request was never submitted, that she was submitting it for me, and that the money would be refunded to my credit card within 14 days. When that did not happen within 14 days, I was able to get through to a live agent named Peter, who told me that it was actually 14 "business days" and "not to worry" that I'd have the refund within a few days. That still has not happened. All attempts after 3/20/2025 (using at least 10 different phone numbers) have led to an AI agent named Samantha (or possibly "Sim"antha), who only wants so schedule a service call for you or direct you to the website. I filed a complaint with the Better Business Bureau. Update - 5-23-2025 In only 8 days, the Better Business Bureau was able to obtain for me the refund for my overpayment. Thank you BBB!