I would not recommend Sears Home Repair. The avail...

I would not recommend Sears Home Repair. The availability of Sears techs these days appears to be very limited and this lack of availability created long delays, and significant problems, for us that ended up having large financial consequences as well. Recently we had a problem with a Kenmore home furnace in my 96-year-old mother s home. Temperatures were going to be dropping significantly over the next few days and we had a dangerous situation as, due to my Mom s health, it is difficult for us to remove her from her home. We contacted Sears Home Repair as it was a Sears brand heater and their website said Repair Experts and offered same day/next day availability . We ended up getting neither. There was a $199 non-refundable diagnosis fee and, if you chose to move ahead with the repair, they would make the repair for the additional repair cost. We were in a desperate situation so we agreed. They initially scheduled the tech service for 2 days later, then called back later to reschedule for 8 days later. I advised them that it was an emergency, due to my mother s age and other health issues and, after multiple follow ups, finally they scheduled a tech visit for four days later. The tech came and diagnosed a minor part replacement issue, but said they could not come back to make the repair for another 12 days! So, we were already down $199 and no repair in sight for another 12 days. Due to the emergency circumstances , we ended up having to hire a different repair service who came out immediately. They showed us that the Sears diagnosis wasn t the issue and that we had a much more serious problem. Due to the age of my Mom s heater, we ended up deciding to put in an entire new heater to avoid future problems. It was all completed quickly and long before Sears was even scheduled to return. Had we known that the Sears tech service was going to take so long, we would have realized that they were unusable and would never have contacted them to begin with and saved ourselves the $199. We had multiple contacts with a Sears member Advocate afterwards to express our dissatisfaction and requested a full refund of our $199. After multiple days of exhausting communication, they reluctantly offered to split the difference with us and to reduce the fee to $99. We felt that the issue required a full refund and the issue is now still under dispute via our credit card company. Be aware that, if you use Sears home repair you will be locked into the $199 diagnosis fee without any guarantee of a realistic repair time frame. Since this issue, we have stopped all Sears activity in our home. All future maintenance has been stopped, and we have made two new appliance purchases from non-Sears options that we are very happy with. After 50 years of doing business with Sears, we have ended our relationship with them.