Sears Home Services is a leading provider of home appliance repair and HVAC system services in the United States. The company specializes in the repair and maintenance of a wide range of major household appliances, including refrigerators, stoves, dishwashers, washers, and dryers. With a nationwide team of experienced technicians, Sears Home Services offers reliable solutions for homeowners looking to maintain their appliances, regardless of the brand or where the appliances were purchased. In addition to appliance repair, Sears Home Services provides comprehensive HVAC repair, replacement, and maintenance services. The company also offers home cleaning services, such as carpet and air duct cleaning, to enhance the overall comfort and cleanliness of customers' living spaces. With a focus on delivering quality workmanship, Sears Home Services caters to homeowners seeking dependable and expert assistance for their home maintenance needs.
Sears Home Services receives mixed feedback from customers, reflecting both positive and negative experiences. Many reviewers commend the technicians for their professionalism, knowledge, and thoroughness, with several noting that they provided effective service and resolved issues efficiently.
However, a significant number of complaints highlight frustrations with scheduling, communication, and service quality. Customers report difficulties in reaching human representatives, long wait times for appointments, and unresolved repair issues, leading to dissatisfaction. Instances of technicians arriving late or causing additional damage during service calls further contribute to the negative sentiment. Overall, while some technicians receive high praise, the company's service and communication challenges leave many consumers disappointed.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 3.8 | 1,060 | 100% | -1.4 | ● Low |
Shown, not scored | Grade A+ | — | — | — | ● Not assessed |
Monthly average rating from reviews written by people · latest review Aug 2025.
| Month | Average | Reviews |
|---|---|---|
| Jan 25 | 4.2 | 337 |
| Feb 25 | 3.7 | 123 |
| Mar 25 | 4.1 | 316 |
| Apr 25 | 3.6 | 103 |
| May 25 | 2.3 | 44 |
| Jun 25 | 2.0 | 45 |
| Jul 25 | 1.5 | 32 |
| Aug 25 | 3.3 | 60 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
“Mike was friendly, know”
“I reached out to the technician when neither document stated the reason and he instructed me to call customer service”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Home & Garden.
| Company | Overall | Legit | Service | Value | Delivery | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 3.8 out of 5 (good) | 100 out of 100 | 2.8 out of 5 (fair) | 1.7 out of 5 (poor) | 2.0 out of 5 (poor) | −14% | 1,060 |
| 4.8 out of 5 (good) | 100 out of 100 | 4.3 out of 5 (good) | 2.0 out of 5 (poor) | 4.1 out of 5 (good) | — | 1,809 | |
| 4.7 out of 5 (good) | 100 out of 100 | 4.8 out of 5 (good) | 3.9 out of 5 (good) | — | — | 1,004 | |
| 3.7 out of 5 (good) | 100 out of 100 | 1.2 out of 5 (poor) | — | 3.2 out of 5 (fair) | — | 1,000 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.6 out of 5 (good) | 4.4 out of 5 (good) | 4.6 out of 5 (good) | — | 1,000 |
Bottom line: Sears Home Services is #4 of 5 on overall rating in this group. On value, Ingrams Water & Air scores higher (4.4 vs 1.7).
500 reviews of Sears Home Services. Filter by what matters to you.
Although the repairman did a great job, trying to get an itemized receipt to submit to the extended warranty company is impossible. You CANNOT talk to a person to explain your issue. All you get, either on chat or on the phone is the AI assistant. And if your issue isn't one of their 4 or 5 preplanned questions, you are out of luck.
The technician never showed up, everything is done through AI,then they ordered parts reschedule and the technician didn't show up a second time this went on for a month.If this is how they run their business... they are the worst by far.
Replacement policy is awful. "Replacement" is a coupon that only works on Sears web store that has very poor selection and incorrect or conflicting data. Trying to just get a check for the amount of the coupon was impossible...hours on hold, unhelpful representatives. Cannot recommend buying this kind of warranty.
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Polarized pattern: few middle ratings. 60% of recent reviews are 4–5★ and 37% are 1–2★.
I scheduled service for a washing machine a couple of weeks ago and waited all day for the repairman to show up. I'd been given the time slot of 8:00 AM to 5:00 PM, so I was trapped in the house all day. By 5:00, I still hadn't heard from the technician. I re-scheduled for today, and again the technician has not shown up even though the tracking system says he'd be here about an hour ago. When I called and had to speak to their computer system (there are no humans), I was told that he wouldn't make it today. I asked to speak to a human. They don't let you do that. They say that a human cannot tell you anything more than they can tell you. This is the worst service I have EVER received from any service company! You can't speak to anyone, they lie about when they'll come, and they don't inform you when they aren't going to make it. Save yourself a lot of trouble and hire a local firm that isn't affiliated with this humanless organization.
The over the phone diagnostic was a great start (part needed to be ordered) and Patrick was patient (we had a small glitch at the security desk), efficient, and communicative. He called me to let me know the oven latch was replaced and working.
DISAPPOINTED!!!! Scheduled appt for refrigerator repair. Appt cancelled. Rescheduled again appt cancelled. HORRIBLE EXPERIENCE!!
Similar to others, I had a repair appointment scheduled. The appointment time was 8am to 5pm with a promise that I'd receive updates via text message. I received no messages and the technician never showed up. When I called the 800 number it was answered by a bot; no human was available. I was given a new appointment in a week. Sears Home Services is owned by a hedge fund, which clearly doesn't value customer satisfaction.
ZERO STARS! Wait days for someone to come and assess problem, they order a part and set appointment and DO NOT COME. DO NOT NOTIFY YOU THAT YOU HAVE BEEN PUSHED OFF THE DAILY REPAIR SCHEDULE! You call and chat with AI Go thru hell to chat or talk with a human. And STILL CANNOT SET YOU AN APPOINTMENT! In the meantime, my hot water heater is losing 4 gallons/hour. YOU MAY AS WELL FIX IT YOURSELF, I WILL NEVER BUY A SEARS HOME WARRENTY EVER AGAIN.
If I could give negative stars, I would. We have now been without a washing machine for two months since the first technician came out. When the machine broke, we contacted American Home Warranty (AHW) and they scheduled the service for a week out. The technician arrived as scheduled. He got out of his truck, left it running, and came into the house to diagnose the washer. He listened to it, looked at his phone for a minute, then said we need a new washer, the part (gearbox) is not available (the washer is less than 3 years old) and he left. I looked up the part and found it available just about anywhere appliance parts were sold. So we contacted AHW and they said they would replace the washer and would call us back with information. Well apparently they changed their mind and wanted a second opinion. So they scheduled another tech from sears, but it would be another two weeks. This tech showed up, again as scheduled, said "yep, need a gearbox". I showed him the part number I previously looked up and he proceeded to order it. He scheduled the replacement service for two more weeks. The part was delivered a couple days later. Then got a notification from sears that the part wouldn't be delivered in time so they were rescheduling the service for another week later! Mind you, the part was sitting at my house. Tried to call but there is no talking to a human, just their "AI" agent (which i think stands for Absolute Idiot). It could not (or would not) change the schedule. So the tech shows up three weeks later, works for a half hour or so and says he couldn't get the gearbox off but we need additional parts anyway. He sprays the gearbox spline with WD-40 and orders the additional parts. He schedules the repair for another 2 ½ weeks from then, which is today (July 10). Got a text this morning that the tech would arrive at 10:26 a.m. It is almost 3:00 p.m. and no tech has shown up and no contact from sears. And again, no way to talk to a human. Called the service number and the AI agent just keeps saying "your technician will arrive at approximately 10:26 a.m.. I am extremely doubtful this washing machine will be repaired anytime soon. I wouldn't hire Sears Home Services again if they told me they would repair my appliance for free. Talk about frustration! Just an update... they never showed up for the service and the only communication we received was a text early evening on the 10th telling US to reschedule the appointment, as if it was our fault they didn't show up. And so far, AHW had been no help whatsoever! They have offered to waive the monthly fee ($51) for the month, which they didn't. Then they offered to refund the deductible ($125), which they didn't. You ask to speak to a supervisor and they tell you you'll get a call back in 24 hours. You don't get any call so you call them back and they tell you there is no supervisor available. So you can't talk to anyone other than the CSA, who offers refunds that never get processed. Useless! I think I'll just go buy another washing machine! My advice... so do not buy a home warranty. Put the money for the monthly fee aside each month and when you have a breakdown, use that money to hire a competent service company (definitely not sears). Except in the most extreme cases, you'll be ahead of the game, financially and most certainly much less stress and frustration!
I took the day to be home for the appointment and like many I can't afford to simply not get paid, my appointment was rescheduled without any notice or reasoning twice. I'm a truck driver and don't have the option to not get paid to waste an entire day for no reason. Now have to look into options such as other work to try and make up the money I lost and still can't clean/dry my clothes for my kids. No laundry mats available for the hours I work throughout the 7 days of week. The ai assistant was wonderful and helpful in regards to scheduling and answering questions. The only reason I'd say this isn't a 0 stars review. 0 compensation as well.
RUN AS FAR AND AS FAST AS YOU CAN FROM THIS COMPANY. Don't let the name Sears fool you. This outfit has no quality control or a customer service ethos. They don't have employees. It seems they subcontract to a bunch of independent technicians, but there is no way to reach them. My appointment was in a window from 8:00am - 12:00pm. I stayed home to be here when they arrived. When I hadn't heard from them by 12:00 I started to reach out. The website led me to an AI chat that was worthless. It finally gave me a number took me to an overseas call center where I was twice promised an update within 30 minutes. No-one was able to contact the technician for an eta. There is some mysterious dispatch center which has no phone number, just an email for the call center to send messages. At 2:00 the web page for my appointment still said I was the next appointment up and the person should arrive by @12:15. At 2:35pm I received a text saying "per your request" - what request? - my appointment had been cancelled and arbitrarily rescheduled in 2 days for between 8:00am and 12:00pm. So, here I sit with a still broken refrigerator and 6.5 hours of my life utterly wasted. Save yourself the same fate and find a local business where you can speak to a live person and they value your business.
the overall handling of my claim process and how efficient it was done.
The repairman was first rate and fix our problem, but I didn't get a receipt. I was told I could get it on the website. That turned out to be a lie. It is the world's worst website. Impossible to click on any options or contact anyone who could get me a simple receipt.
The only reason I rate it one star is there is no option for zero stars. This is a total shameless scam of a company. Your coverage is worthless. Their supposed “AI agent” will schedule an endless series of appointments, only to cancel the very day they are supposed to show up. And the poor human agents have no clue about what is going on, just trying to deflect customer complaints. Don’t touch this snake of a company with a ten foot pole.
First: we have/had an open ticket with a backordered part for gas cook top for over a month. Tried to follow up on the status as they kept moving the date with no explainations or communications of any type. I followed up one more time to see that ticket has been completed...with no part delivered, no technician on site. Absolutely unacceptable service. There is no way to speak with a live person. The online chat person promised the ticket was escalated to management and someone would contact me...just another lie. Instead, they marked the ticket completed and said "thank you for choosing us". I could and will never recommend Sears Home Services to fullfil any home repairs.
RE: order # 0008206122946603 I paid more than $800 up front for parts and service to get my refrigerator repaired. What a huge mistake. After waiting a week for the next possible appointment after parts arrived, the technician installed the parts but left after he got the fan running without confirming that it actually was cooling. I called the technician's number but the technicians have no control over scheduling so he couldn't just come back to continue to fix it. As far as the automated system was concerned, the repair was complete. The automated system would only reschedule another repair appointment a week later. It is impossible to get through to a human to rectify the situation. What a terrible way to do business.
I am extremely disappointed with Sears Home Warranty. They no-called, no-showed three separate times without any notification, causing me to miss work and lose income each time. After the third time, I had enough and called to cancel my contract. Instead of honoring my request, they promised to send emergency service out that same day — but once again, no one showed up. As a result, all of my food spoiled after three days without refrigeration. I called again to officially cancel my contract and was told everything was finalized and no further payments would be taken. However, a week and a half later, my credit card was charged for multiple fees, including the monthly payment. I went to the online portal and saw that my account was still active. This means the representative never cancelled my contract when I called in a week and a half earlier. Despite my attempts to explain the situation, Sears showed no accountability. They told me I was being charged for canceling the contract early — even though they failed to uphold their side of the agreement. I would not recommend this home warranty service to anyone. The company lacks integrity, accountability, and basic human decency. Needless to say, I would give No stars but that's not an option. Buyer beware.
Sears Appliance Repair -- I will never use them again. Sears puts the Vice in SerVice We signed a 1-year contract, and they said we would be priority customers. They came in early October 2024 and finished the job today, April 13, 2025. The job required replacing two controllers on the range (3 15-20 minute visits). Sears customer service will give you phone numbers that never reach people, just more pointless series of menus. The same is true for the website. All emails are NO REPLY, so you cannot even email them. No good way to contact. They schedule a date, do not show up, and then send you a rescheduling time that goes out another 2 months. They order parts, and one is correct and the other is not, and you have to go through another 2 cycles of cancellations on those visits. They schedule service....we will arrive between 8 AM and 5 PM. Really? Sears gives service a bad name. Only when they get a bad review will they try and contact you. Too late! They should try to do the job before it is too late to do anything. Incredible false concern. I try to close the account, but there is no place on their site, and instead they send me spam emails asking me to schedule an appointment twice a day.
I would not recommend this service. It is a disaster. The techs do not show up when scheduled. Appointments are canceled for no reason at the last minute. We’ve been trying to get our refrigerator/freezer repaired for two months. The first repairman had to search the internet to try to diagnose the problem. He failed. The part he ordered didn’t work so he ordered all of the parts he could find. Another repairman came to install them after they cancelled three scheduled appointments. He put one part in and took the others with him. He left a bit of a mess. He put a dirty cover on our kitchen stool and left it covered in dirt. He also left random screws in the freezer. The refrigerator/freezer is still down and they haven’t returned. We’ve scheduled two more appointments and the tech didn’t show up. It is our opinion that this service is a complete scam.
Sears Home Services is a leading provider of home appliance repair and HVAC system services in the United States. The company specializes in the repair and maintenance of a wide range of major household appliances, including refrigerators, stoves, dishwashers, washers, and dryers. With a nationwide team of experienced technicians, Sears Home Services offers reliable solutions for homeowners looking to maintain their appliances, regardless of the brand or where the appliances were purchased. In addition to appliance repair, Sears Home Services provides comprehensive HVAC repair, replacement, and maintenance services. The company also offers home cleaning services, such as carpet and air duct cleaning, to enhance the overall comfort and cleanliness of customers' living spaces. With a focus on delivering quality workmanship, Sears Home Services caters to homeowners seeking dependable and expert assistance for their home maintenance needs.
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