Sears Carpet & Air Duct Cleaning
Reviews and Complaints

I had warranty for both items and would call them because it was their products so we figured they would take care of the items better than anybody else. Yea right the water heater broke so we called them to come and fix it, they send a young guy that did not know his head from his feet. He disconnected the water heater and drained and we told the other guy never did that, why was he doing that. The guy did not response, just kept on working. He put the water heater back and it started working again. He told us we needed to change our pipe under the house so we call somebody and had them changed all the pipe tumbles. We had a big problem with the water heater, every time we want to take a bath the water comes out brown and dirty and we have to wait till that runs before we clean water. We complained to them, but it went in one ear and out the other. Now about the washer they came at least three times that year and even put in a new tumbler in the washer but all it does is run all over every time I wash clothes no matter what I put in the washer. It runs all over the place and makes a lot of noise. It is very annoying we are s0 frustrated and angry about all this and they never fixed the problems on either item I want new products or $10,000 and I will buy my own products from somewhere else. I have had it with sears all together

Scheduled them to come today between 2-4PM. They call me at 11AM to cancel and reschedule. WHAT? I have completely removed all furniture from my living room and have changed my schedule to be home for them to show up. I expect the service to be free now or at a minimum be deeply discounted. NOPE...nothing. So why do I want to reschedule? Why do I want to take more time off work? You probably won't show next time either. Such a poor way to do business.

Date of service 3/15/22

My complain is the office help... Making my appointment was a horrible experience... Received a coupon in the value pack for the morristown location for 10 free vents and intake for $179 person was very rude in telling me the price is $189 and that coupon was not theirs... I then said how do you think i'm calling you then... This is the phone number on the coupon!.. She then was rude again to say do you want the service or not... The price is 189 look at our website!... I did have the service done and the tech honored my coupon and said I was not the first person to complain about this woman..

I paid $259 for total service but feel I should have gotten another discount of something for the confutation with this woman.

A UV Light was installed on 5/7/2021 at the recommendation of the Sears workman who arrived to do my duct cleaning. My 88 year old mom complained of a burning smell coming from the furnace closet and feeling nauseous. After smelling it myself a few days later, I called the Sears Duct Cleaning for help in diagnosing issue. I was told that the same person who installed must be the same person to come out and troubleshoot. For that reason, the Sears workman arrived on 9/17 to help. He told us that there was evidence that some fiberglass had burned because the UV Light is very hot and must have come in contact. He showed me that the UV light that was originally installed showed some damage. He intended to mount a new UV light in a different location within the duct. I told him that considering it had only been a few months since initial installation, and though we had been told by Sears that the vapors coming from the closet as a result of the fiberglass burning couldn't harm us, we didn't feel safe running into that situation again. As a result, we asked for the initial faulty UV unit to be removed and not replaced. The workman then called the office to relay same and I was able to speak with Brad (Manager) directly. He told me that Sears would refund the price and that I would receive paperwork via email. As of 10/5 I have no record of receiving any refund paperwork. I have sent two emails and left at least three messages with Samantha who answers the repair center line. Please help resolving this issue. Thank you.

Refund my money for damages caused and improper cleaning. I have written many emails and they refuse to acknowledge. I need them to come out and clean the kitchen and entrance floor and carpeting, remove rust stains caused by them or refund my $460

I had the floor installed throughout the entire house in 2018. I have since noticed (2020) the flooring under my dining table, under the computer desk, and small areas throughout the house were peeling/buckling. I contacted Sears once I noticed the problem. Sears came out and took pictures and informed me that someone would come back out. Within a couple of weeks, another person came out to examine the floor. I was told he was the installer. I did not remember, but I told him to go ahead and look at the floor. The installer informed me I had put hot water on the floor. I was shocked. (I had not) He told me someone would get in touch with me. This never happened. I ended up calling to find out what was going on to happen? I was told my case was closed. From October 2020 until now, April 2021, I have not had a favorable response from various people at Sears. From customer service to area manager. I should be able to have my floor replace or repaired.
Please let me know this complaint has been received.
Deborah Avery

Sears claim number 6983348
We bought a new Kenmore refrigerator in 2019 and in the 11th month of having it the ice maker up top quit working. the lower ice maker has quit. the refrigerator was under warranty. after waiting 3 to 4 weeks for a repairman to come he comes in and says i need to order parts. He ordered two parts. I have the first one order on oct 29. the other part is not here and its over two months later. I called 4694663 and they told me they would turn it over to the care solutions team. I have provided you with that number up top. we have had no ice now for going onto 4 months. I have been on the phone for at least 40 hours on hold trying to get help for a refrigerator that was under warranty at the time of it not working. The letter I received from sears was very unclear about what type of refrigerator I could buy but that the one I have is no longer available and I can be credited 1300.00. We have been on a wild goose chase looking for a kenmore. Both sears in jacksonville fl are closed. Lowes and Home depot do not carry Kenmore Products. I just tried to call the number and there is a 77 minute wait time to get to someone and that is just to be transferred again to customer care. The last agent said she could not give a direct number to customer care. Someone needs to step in and stop all this craziness. I am infuriated with the customer service from sears. My name is alan smith Jacksonville fl and my direct line is [protected]. thank you for responding

I have been waiting since June 3 for the parts for my Washer to be repaired It is now July 22). I am told the part is on back order and they have no idea when (or if) the part will be available. The repairman has been out to the house 3 times and won't come back until the part arrives (Makes sense)
I have been on hold with Sears Master Protection Benefits Admin for over 7 hours when some one answered and then hung up on me. Back on hold again. How long am I supposed to wait for a part before I just get a new washer? Sears Master Protection Agreement Benefits number [protected]
Sears Customer Service is Non Existent ! I want a call from someone on When my washer will be repaired or replace! Now on hold over 7 hours... Hung up on and/or disconnected 4 times

Another 55 minutes on hold and another disconnect!

Carpets Cleaned 11-26-19, Called on 12-2-19 to request a redo because carpet was dirty than before it was cleaned, asked for a different clinician, sent the same guy twice, requested a refund on 12-23-19 never heard back from supervisor. I have called several different numbers and left messages 7 times. Supervisor is never there. I have been hung up on when I said I would wait to talk to the supervisor.
I have sent emails to Brooklyn.Ny@searsservices.com 4 times attention Dave or Steve

They showed up to my home while I was out. I was specifically told that someone would call me 30 minutes prior to arriving. I just happened to get back home earlier than planned when they were getting in their truck to leave. I asked them in and they obliged. One of the two techs asked to visit the main unit and shortly after showed me a photo of something he supposedly photographed in my duct work which indicated mold. He immediately told me that the job would not be $99 but would be more around $2000. He had me a dirty, worn sheet of paper which explained (in poorly written English) what this type of situation entails and how Sears would handle it. I could not believe this was a nationwide company I was dealing with. I have attached the paper they gave me. He handed me another paper which vaguely named and priced the items that totaled the $2k for the work.

I think the document attached pretty much says it all. I called the office and asked to have a manager call me but nobody has called. Even if what they said about my a/c duct work is true, I would never have them touch my system. I've called another company. Don't trust Sears!

Bought a Lawn Cart 2 years ago from Sears. Tire failed over winter, ordered a new one in April from Sears so I could do my yard clean up. It was delayed and then back ordered. Went to Sears and they acknowledged the issue and told me it would be June before I would see the tire. Representative suggested I buy a specific tire from EBay he assured me would fit, it of course did not (axel to thick for tire/rim to fit on) so I was out another chunk of $$. Now I talked again to live chat and they have no ETA for the tire, offered me a 10% discount while I wait (Yup, $5) and did not provide any solution for the issue at hand. I have a 2+ year old product that is useless with no end in sight to make it functional again. I need a cart that works with wheels to do my yard work, ball is in your court Sears.

This turned out to be just another Classic "switch and bait"

I called Sears as I have always shopped in their stores for over 50 years- I assumed that the Sears carpet cleaning service to be legit and would be done professionally.

Advertisement and price stated "$119.00 for 5 rooms--Which also included these statements:

"Pre-treated and Pre-spot included"!

"ULTRA CARE 2 STEP DEEP CLEANING" "NO Hidden charges"

This price quickly went to $168 for adding 10 small - 3' box steps. ( I have a tri-level )

I was told over the phone that the Techs-plural -would move furniture-you know a couch or 2-the beds are on wheels-real hard stuff...

1 Tech arrived and first thing out of his mouth was how dirty and trashed the carpet was...

( I know the carpet is dirty-kids, grandkids, spills, etc.-this is why I called them )

I asked where his help was and he replied " I work alone".

I asked the tech about who was going to help move the furniture and he danced around the subject about he can't move this and that and anything over 50 pounds, etc.

I am a Disabled American Veteran, and from wounds and recent surgeries I cannot lift and move stuff around like I used to be able to do, but I tried my best to make it "easy" for this healthy 6' 250 pound large man.

Then I was told he would have to "mix a cocktail" and pretreat, and add a deodorizer but it would be an additional $120.00 so now it is going to cost me $308.00. Trusting that this was truly needed I reluctantly said ok.

Now, without doing anything towards actually cleaning the carpets-The tech whips out the Ipad and wants payment before he has even started the work.

Unreal.

I guess if the payment is "had" then the complaints can fall on deaf ears as they now have their money in hand, and I am sure next to impossible to receive a refund.

Reluctantly, I paid for this "service" before the work was even started.

10 minutes later, after spraying the steps, the tech approached me again about "how I needed to do this right" and pay another $200.00 for pet stains-(as this is "normally" 4-500 dollars alone per the tech) but he would do it for me for just another $200.00

I said no.

The tech "pretreated" the steps and the upstairs bedrooms and when I asked about the family and living rooms areas-as it didn't look pretreated to me, his reply was "yes, I went over the areas 3 times!"

3 times...incredible!

Must have super speed to accomplish all this in under 2 minutes mind you, as I never saw any of the lower areas "pretreated"

The tech didn't even bother to turn the heat on in the truck mounted machine so steam could clean the carpet- I have a picture of the machine mounted in the truck and how the settings were. Just cold water-mind you- hooked up to MY water supply.

Total time the Tech was here-1 hour...

I'm not sure about most people, but in my mind this is classic bait and switch and a once fine company now has lost forever another customer-I guess it's time to call Stanley Steamer-at least they will use steam..I hope

I paid more than $2000 have have the air duct cleaning and service three furnaces. When they left, about half of the ducts were not cleaned and none of the furnaces were working. (The technician said that they all worked fine.) One of them was not even connected to the gas line; the other had a short circuit; and the third one had a problem with the thermostat (and he left the pilot off). He also sold me a UV light for $300 that when checked later, was not working. Finally, I had to chase them around the house so they did not scratch the wall with the hoses and equipment.
The worst part came from the follow up with Sears. They did not respond to my calls and emails. I had to spend money again to have a knowledgeable technician do the repairs. Then, they called me back 25 days later and said that because I had called someone else, the warranty was void and they would not refund the amount. (So, was I supposed to wait 25 days without heating for them to call me back?)

This refrigerator is only 2 1/2 years old. There are rust spots on the outside on the stainless steel. I emailed the company 7 months ago with pictures and never heard a word. Then I called and no one seemed to care. Now, the 2 interior plastic food bins inside are cracked. I just spent over $70 ordering 2 new ones. We are building a brand new home an unfortunately since this fairly new frig looks like crap and seems to be made very poorly, it will be going in the utility room instead of the kitchen. This will be my last Kenmore especially since no one seemed to care or take the time to investigate the rust spots. I read online a few other people had the same problem but I guess it wasn't enough customers for Sears to care. If you are interested in seeing pics I will be more than happy to send them. but at this time, I am assuming I won't even get a reply. Been there, done that already!

I engaged the services of Sears on 3/22/2016. A service planned for $154.95 to clean 14 air ducts, the technician suggested cleaning of furnace and all that lead to a total bill of $1, 379.65 which I paid immediately. After cleaning, he said my filter is dirty, at first I was surprised its not included in the bill, but I agreed I will like to change the filter, and he promised he will make an order on my behalf. I guess the old filter should have remained in the furnace until a new one replaces it. However, I returned home from office only to find my old filter on the corridor of my family room. I have tried the technician's number but no response. I have called customer care but the lady hang the phone on me after my complaint. I will press charges to confirm that my furnace has been covered without a filter for 2 days now. My Sears invoice number is 101416. I have not entered the utility room yet. Be careful !

Made an appointment to have an entire house cleaned. The appointment time was for 8-12 on 9/25/2015. I waited until 230 before getting a call from the technician. They claimed they would be there with 45 minutes- and they were already nearly 3 hours late. THEY NEVER SHOWED UP! I took off from work, had back-up care scheduled for my children and everything. When I called to complain they told dome to call another number so that I could reschedule... reschedule? Are they kidding? I would never reschedule so that I can sit in a vacant house all day again.

We decided to get our carpets cleaned and chose sears because we have generally been pleased with their services. After receiving an estimate of approximately $288 for our desired cleaning, the final bill was over $1100. All the charges were approved by either my wife or me and we accept responsibility for our part in this matter. We put too much trust in sears and did not check the charges that were being added to the original estimate. The carpet was adequately cleaned (Nothing special) but certainly not worth the amount charged. I was working in my home office and my wife had to do some necessary chores.

The "upselling" was unexpected from sears. We are never going to use sears carpet services again and while sears was once our first choice, it is certainly our last choice now for any needed services or appliances. It is unfortunate but we don't trust sears anymore and probably should never have. They need to give accurate estimates. It like buying a car and find out the the engine, seats and windows are extra costs. Sear carpeting is a sorry option for such services.

I have been a customer of the carpet cleaning component of your business for years. I called to make an appointment and as usual I spoke to Scott. He gave me an appointment Wednesday 10/23/2013 at 4:15pm. That Tuesday, I moved all of my furniture out of the way to make it easy access for them (which I have always done) so they can clean my carpet without hindrance. On Wednesday, I left work early - rushed home and waited for them. No one came or called. I called the [protected] and the [protected] to see what happened and no one answered. I left repeated messages. Thursday rolls around and I call all throughout the day and leave more messages. Still no return call. Finally, I called from a different number and Scott answers on the third ring. I question why my appointment wasn't kept and even if he could not keep the appointment, why no phone call. He told me that he was working on a job at that moment and he would call me back. Of course, that didn't happen no phone call. Please keep in mind, we are living with my furniture in the kitchen because I am anticipating them coming. Friday rolls around. Wash, rinse, repeat - I'm calling, and leaving messages. Nothing. I called from a different phone and you got it - He answers. At this point, I just need him to clean my carpet this final time due to the short notice and I can't get another company to come out so soon. I know that this business relationship is done but my furniture is moved so I truly needed this last service. He assured me that he would be to my home that day (Friday 10/25) to clean my carpet. I told him I would be home by 4:15 and will wait until whatever time he could show (Another inconvenience because I had plans that I had to cancel). I arrived home at about 4:05pm and immediately called him to tell him I was home. He says they were working on a job and would be there as soon as they could. At a little after 6pm, he called and stated they were still working a job out in Cazenovia and he just wanted to keep me posted. I thanked him and advised that I was still here waiting and to please come when they were able to. Guess what? They never showed - AGAIN. I called repeatedly and guess what? They never answered - AGAIN. My furniture has been in my kitchen for four days - 4 long days. I cannot believe a company would have employees that would do customers this way. I also work in customer service and if we treated customers the way that I've been treated, we wouldn't have a job. He totally blew me off. I've called so many different numbers trying to get some resolution - [protected], [protected], [protected]
and no one can help me. Please, do not use this business. Go to someone else with more professionalism than what they can offer.

I called Sears carpet cleaning two to three weeks ago to set up and appointment
to have my carpet clean .I called after bad service the first time I wanted to give the company a chance. Bad Bad Bad customer service. The first time I call they gave me appoint and didn't show up and this time the same thing no excuse or anything
they asked me if I wanted morning or evening I told them morning both times a no show. this company is bad I wouldn't tell anyone about this company. they give you good prices but they can't live up to their word to their customers.

If you want your carpet cleaned by Sears and you live in Seattle, good luck. First, you are actually dealing with a cleaning crew from Portland, Oregon. They drive into Seattle daily, but live in Portland. They do not mention this on their website, which seems deceptive. If I have my carpet cleaned, I want it to be local. The crew that came out I had to make sure I "directed" them from start to finish (almost an hour and a half.) It was pretty clear to me when they perceive a carpet to be old (mine is ten years old, one-person household and one cat), they don't want to expend the energy as they might on a 2-year-old carpet. While Claudio put some muscle into the job (no complaints there), likely it was because I was managing him. His "partner" was useless, and even took a heavy cocktail table and plopped it on top of my leather couch--who does that? I explained my pet had been very sick several months prior, and showed where the stains were left (after I cleaned the best I could at the time it happened.) The stains were contained to the middle portion of the living room only. Claudio said they wouldn't come out, since I already "worked" on them. Interesting he didn't have a solution to spray specifically for pet stains, as other carpet cleaning services do. None the less, he used the ordinary cleaning solution they spray everywhere--rather than pin point the stains directly. He was right, the stains didn't come out 100%, but they were a little better for the most part. What has my gander up is the following: I had major water stains in front of my French Doors a few years ago. I had a carpet cleaning company come out to clean them, and they did a great job--got the water stains completely out. I also mentioned this to Claudio, and he said "well, I don't see any stains there now." He's right, because there were not any. He cleaned the area anyway as he was working on the entire carpet. When he left, guess what? The water stains popped out within several hours...a big arch of rust looking stain across from the French Doors. In addition, some strange lines showed up on two of the steps he cleaned (while drying.) It's apparent there was way too much water sprayed or used while cleaning, for the water stains to appear again and new "water type" stains came up on steps he cleaned. Claudio said it would take 8 or 9 hours to dry when I asked. It actually took over two days before the carpet was completely dry (I had my heat on normal setting, 70 degrees--this was after Christmas when my carpet was cleaned.) I emailed their office next day (sent to Suzanne) when I realized the water stains in front of the French doors popped back up and new stains appeared on two of my steps. I received no answer. I even forwarded email again the next week, again no answer. I finally called them the other day (still within my 30-day SATISFACTION GUARANTEED window timeframe), and got ahold of a woman named Carol. She said Claudio wrote on the paperwork no guarantee because of condition of carpet. What? Maybe he could have told me that before I signed the "standard form" and handed him the check? I told her the condition of the carpet was actually now WORSE than when he came--I explained for a ten-year-old carpet and a one-person household, the condition was just fine, thank you very much. The pet accident I had months before was cleaned the best I could at the time. She was trying to tell me there was no guarantee for pet stains. I told her this wasn't a complaint about former pet stains, but rather NEW RUST AND WATER STAINS in front of my French doors...WATER STAINS THAT SEARS MANAGED TO LEAVE after the fact. And in addition, some "water lines" left on my steps. Carol said she would see what she could do...so far, Carol has been able to do nothing. Apparently her boss doesn't care about future repeat business or the guarantee of a satisfied customer. I regret I did not go with a local and respected carpet cleaning service in Seattle area. They explained to me sometimes with steam cleaning, a "rust like stain" will come up on the carpet after it dries--and no worries, they would come back and take it out with no extra charge. However, they were $65.00 more all said and done than the quote I got from Sears. Trust me, with the time I've spent on this and aggravation, that extra $65.00 would have been WELL SPENT. I truly regret I didn’t go with the other service (hindsight, right?) Now I will have to invest around $25.00 in cleaning products and SCRUB on my own, because Sears (operating out of Portland) are not honoring their guarantee and placing blame on my carpet. SORRY SEARS, IT WAS YOU WHO LEFT THE FINAL STAINS...not me or my pet. If they come back and clean the stains they left, I'll take this complaint off the board.