Sears Home Services

Very communicative

Very communicative, respectful and finished the job quickly.

Is not fix

Is not fix, I had to call back to come to check it out again.

Service member courteous

Service member courteous, kept arrival time updated; part ordered and returned repair scheduled. Sometimes AI scheduler didn't acknowledge my reply answer!

Great service

Great service! Solved the issue in a timely manner with a great attitude.

**WARNING

**WARNING: Be prepared to deal with AI instead of a human.** I am extremely frustrated with my experience with Sears Home Services. What should have been a simple warranty repair has now taken **over a week**, largely because there is no clear way to speak with an actual person when an issue becomes complicated. The entire process relies heavily on automated/AI systems. What should take a few minutes can take **hours** because there is no human available to explain the situation, answer questions, or help resolve problems that don't fit neatly into the automated options. Even the technicians seem to be dealing with the same issue. They are trying to do their jobs but have limited ability to communicate with anyone who can actually resolve the warranty or service problems. This creates frustration not only for the customer but for the technicians as well. The most frustrating part is that there doesn't appear to be an escalation path when the automated system doesn't understand the situation. You can keep going in circles trying different options, but there is no obvious way to simply reach a person and say, **"Here is what is happening. Can someone please help resolve this?"** This experience has honestly been a reality check for me about what customer service could look like when companies remove human support from the process. AI can be useful, but when it replaces human assistance instead of supporting it, a simple repair can become a long, confusing, and incredibly frustrating experience. Because of this, **I would be very cautious about using Sears Home Services. I personally would not use them again unless there were a reliable way to speak with a human when something goes wrong.** Customers shouldn't have to spend hours fighting an automated system to get help with a warranty repair. I can go on and on.. but I will leave you with this. I had to place another service call to actually speak to someone. And the Ai system couldn't even get the address right no matter how much I reapeated the address, luckily, he called me before he went out to confirm the address.

The technician was prompt courteous and…

The technician was prompt courteous and efficient and had knowledge of the situation

Jayshaun

Jayshaun was very professional and knowledgeable. He provided excellent customer service.

fast

fast, efficient

The first appointment was completed as…

The first appointment was completed as scheduled but 2 more scheduled appointments which was to return to install new motor did not happen and no contact was made that they would not be coming. This caused great hardship since I had to make arrangement for someone to be at the house between 8-5 since I had started new job and could not take off. I was unable to speak to a human to find out what was going on since AI was my only contact if I called and also via email.

Josh was very polite and professional

Josh was very polite and professional. He got right to work on my dryer and had it fixed very quickly. Was a great experience.

Shawn fine. Sears terrible

Shawn fine. Sears terrible. Appointment time changed a dozen times in one day. Inconsiderate and disruptive. I really hate not being able to talk to a person. Why can’t this be sent directly without e.g., Apple, facebook,etc

Nelson was great

Nelson was great. He is very knowledgeable and fast.

Exceptional service

I was kept up to date on when technician would arrive, on when parts would arrive. Everything as on time. Technician was friendly, knowledgeable , polite. Took care of the problem. He let me know when he would be arriving and was on time. Great experience!

The technician was very friendly and…

The technician was very friendly and very methodical while explaining what was going on with my air-conditioning coil.

The tech came quick but was charged…

The tech came quick but was charged more then was told when booking. He called in the afternoon next day said they can’t get part I asked if there universal he said sorry no.and nothing he can do And I asked for a number to call if I need a live agent you can’t get a live agent so I basically paid almost $300 for nothing they do make universal ones I used sears in past was great this time threw out money. Would be nice if someone would call me about this.

Refrigerator filter housing is still…

Refrigerator filter housing is still leaking

Did a quick and good job

José is a great technician

José is a great technician. Very reliable and communicative on what was going on with our refrigerator. Very helpful! Thank you!

Kevin was excellent!

Kevin was friendly, efficient, knowledgeable, kind and very supportive. Thank you, Kevin. Pie

The Technician has alot of experience…

The Technician has alot of experience doing what he does in getting the job done. He is also able to help the customer order the parts online necessary for the repair.