Sears Appliance Repair — Local services in River Falls

The technician was good. The customer service was horrendous. I originally called to have a repair on 7/2. I had somebody out on 7/12 to look at the problem and diagnose. On 7/19, the tech had misdiagnosed the issue and had to order a different part. I was supposed to have an appointment for the final fix on 7/26, but nobody ever showed up (even after receiving confirmation messages). I didn’t get a phone call from a scheduler/dispatch letting me know that, so I wasted a day of vacation waiting for a repair that wasn’t going to occur. I called the main scheduling office at 4:00pm to verify they were coming and I was assured they were. I called again when they didn’t show up and was told to call back Monday (when offices were open). When I did, I was told they didn’t come because the part they had delivered to their office never arrived, as it showed “In Process”. I was told to allow 7-10 business days for the part to come. I called back at 10 days and was told by somebody else to allow up to 21 days. So, now I’m pushed out 5 weeks from my initial call. At 21 days, part still wasn’t in and I was told they would kick it back to the warranty company stating the part was unavailable-which would result in a new dishwasher. On day 29, the part showed “delivered”… on JULY 24!!!! So, on August 8, I was told the soonest I could get somebody out with that part was August 23. 52 days after my claim was placed. When the tech arrived, I asked him what happened to the 7/26 appointment. “Oh, that was probably when I was out sick. Somebody should’ve told you.” In short, the part arrived on time, and the tech was just sick. Had somebody called, this could’ve been resolved the next week, but nope. I had to run through incompetence at the call centers because they had no idea what was going on. So, I’m out not one, but two days of vacation waiting around for a repair with nothing but a “we understand your frustration.” They won’t apologize, because that admits fault I assume. If you have a choice, steer clear of Sears. There’s a reason most of their stores...

Horrible Service and Refund Experience

My experience with this company has been a complete disaster. I initially contacted them in September 2024 for repairs on my LG oven, and after three service appointments, multiple parts ordered, and hundreds of dollars paid, my oven was still not fixed.

Here’s what I paid:

September 24th: $439.90 (credit card) October 2nd: $150.36 (credit card) October 15th: $100.12 (check) After all of this, Frank, the last service technician, assured me on his final visit that I would be refunded $620.88 within 10–14 days. That never happened.

I called on November 18th, and another representative told me I would get my credit card refund in 14 days and my check refund within 30 days. I was also told my husband would receive an email with refund details the same day. None of that happened.

I followed up again and was told I wouldn’t receive my refund until the end of December—three months after this ordeal started. Even worse, I was informed they couldn’t even send me an email confirming the refund dates.

From December 9, 2024, to January 3, 2025, I emailed their accounting department every single day, begging for a response. Finally, on January 3rd, after threatening to contact the authorities, they responded.

Refund to credit card: Processed on January 6, 2025 Refund by check: Received on January 10, 2025 This process took over four months of constant follow-ups, unkept promises, and frustration. I wouldn’t wish this experience on anyone.

If you’re considering this company for any service, beware. Their lack of professionalism, accountability, and customer service is appalling. Save yourself the headache and...

Title: Incompetent Diagnosis, Non-Existent Support, and a Total Lack of Accountability

Summary: Sears Home Services misdiagnosed a 10-minute fix as a catastrophic failure, costing me the price of their service fee plus a brand new washer, and the remaining value on my existing washer. They are impossible to contact to resolve the issue.

The Experience: The technician who came to my home was friendly and on time. He quickly diagnosed our Maytag washer and concluded it had a failed gearbox, stating the repair cost would exceed the value of the appliance. Trusting his professional assessment, I paid the $175 service fee and proceeded to buy a new washer setting me back over $1000.

The Truth: A scrapper who picked up the old washer was kind enough to inspect it. He discovered the actual problem: a loose drive nut. The repair took him less than 10 minutes, and the washer is now fully functional. The "catastrophic failure" was a simple tightening of a nut.

The "Company": When I attempted to report this gross negligence, I discovered that Sears Home Services seems to operate as a ghost company. You cannot reach a human being—their phone line is managed by an AI, and there's no physical office or management structure to appeal to. They simply dispatch local 1099 technicians, assuming zero responsibility for their work.

This lack of oversight and accountability is alarming. A simple mistake, which any competent technician should have caught, ended up costing me well over $1,000. Do not trust them with...