Sears Appliance Repair

Blake was my technician for this years maintenance/tune up, as he was for last years. He knows these garden tractors inside out, and it is great that there is someone caring and conscientious doing the work. This service doesn't come cheap, but I feel it is worthwhile when done correctly. You can have the best automobile or garden tractor ever made, but it is only as good as the individual maintaining it.
5 7 years ago (30-04-2018)

Serviceman named KIETH, was very knowledgeable and had ordered all the parts our refrigerator needed. Installed them and just a jiffy and ice maker works just GREAT!!! Will defiantly use your Sears services again.
5 7 years ago (01-04-2018)

They are great fix it the first time I've called them several times for different appliances and love them every time
4 6 years ago (04-06-2018)

The part to repair my washing machine was ordered on 4/23/2018 and has not yet arrived. It is a simple item to install and should be received by May 2, 2018.
3 7 years ago (29-04-2018)

TLDR: Avoid Sears Appliance Repair Short summary: Last Wednesday was our 8th scheduled visit over a 2 month period. Working with Sears Appliance Repair has been so frustrating that, when the technician told me that we would need to schedule a 9th visit I told him forget it and bought a new washing machine. Some of my specific issues (don't want to make this review too long): 1. Language issues with people who work at the call centers: When we scheduled the first visit we told the person at the call center - whose first language was obviously not English - that we had a stacked washer and dryer. When the technician came out for visit #1 he came alone, looked at the washer and dryer and told us "I can't do anything because I need a second technician." Right. That is why we told the person at the call center we had stacked appliances. She obviously didn't understand. In follow up calls I repeatedly had to ask workers to spell things because I couldn't understand them. (For example, Aubrey at "Customer Solutions"). My professional work is with a lot of non-native English speakers so I am reasonably patient about this, but Sears' call center staff is not adequately screened for communication skills. 2. Computer scheduling problems. Twice I took a day off work to wait for a technician and no one came. The policy is that repairs are in an 8-5 time window. I got a reminder call the day before to confirm the appointment - I was there, but no technician showed up. When I called Sears I was told that "no technician was scheduled." So why did I get a reminder call to be home all day? This is a major system problem that needs to be corrected. In addition, twice I called to make an appointment, waited over 10 minutes to talk to a representative, confirmed an appointment with someone at the call center and then received a computerized phone call within the hour that the appointment had been cancelled. Then I had to call again. Rinse and repeat. I should add that when one schedules an appointment it is for 10 days to 2 weeks in the future - this is how 8 appointments take 2 months to complete. 3. The runaround. On Friday March 2nd, one of the dates when "no technician was scheduled" I asked to escalate the case and was sent to "Customer Solutions." They sent me to "Repair Customer Service." They told me that someone from the "Offline Team"' would call within 30 minutes. When no one called in an hour I called "Repair Customer Service" again. They sent me back to "Customer Solutions." This time I got a different story from "Customer Solutions" than I got the first time. No one from the "Offline Team" ever called. Discussion: In light of the poor service I asked for a refund. I would have let this go and not posted any review if Sears had graciously granted me a refund. But they say they won't give me a refund, despite the fact that the reason I cancelled the repair service was NOT that I was unwilling to pay for the repair. The actual reason I cancelled the repair service was that I can't use all of my vacation days waiting for technicians to either fail to arrive, fail to have correct parts, etc. Also, I got tired to spending weekend afternoons in the laundromat. Failing to give a customer a full refund after providing this type of bad service is just disrespectful. We hear on the news that changes in the retail industry are causing Sears to close stores. I suggest an alternative explanation. Hint: my new washing machine was NOT purchased at Sears.
1 7 years ago (11-03-2018)