Sears Appliance Repair

Such a horrible experience with this company. We arranged for a repairman to come out because my son's washer was not draining. The appointment was set for Saturday so my son took off work to be there. He waited all day and received a phone call at 7pm that night saying they could not make it because they had more jobs than people. They then rescheduled for Tuesday between 8-Noon. They called him on Monday saying they can't do Tuesday morning but could come between 1-5pm which doesn't work because he works from 2:30p-11pm and there were no more morning appointments until NEXT Monday- A week away. Do not use this company. They have no respect for their client base. They made my son sit at home all day for nothing, then cancelled, then rescheduled then could not make that commitment either. I am the one that made the initial appointment because I felt going with Sears was a solid choice instead of an independent repairman. Boy was I wrong. Worst service experience ever.
1 7 years ago (14-05-2018)

Update: and the saga continues. We finally had a service tech come out, do a partial job, leave promising to come back and finish at 5 pm. Get a call at 6 pm that he isn’t returning and we would HAVE TO SCHEDULE ANOTHER APPOINTMENT! Our fifth appointment to fix our refrigerator. Five appointments. Five days where one of us has to miss work or leave early. What’s awesome is they give you a four hour window and IF they show up at all, they are typically late, and the job NEVER gets done. Then you’re left talking to someone from (lack of) customer services trying to clarify what the heck is going on...I am baffled. DON’T BUY AN APPLIANCE FROM SEARS. DONT WASTE YOUR MONEY ON A WARRANTY. AND DON’T THINK IF YOU USE SEARS APPLIANCES SERVICES YOUR APPLIANCE WILL EVER BE SERVICED. Unbelievable. Do not waste your money on a sears appliance warranty!!! It’s unfortunate that you have to pick a star at all, because with the service that we have received from Sears, they don’t deserve a single star. We had a technician come out and diagnose the compressor of our fairly new refrigerator that had broken. The same exact technician came out with what was supposed to be the compressor, almost a month later, to diagnose the refrigerator again!! Again, weeks later When someone was supposed to finally come and replace the compressor, we received a phone call that because they couldn’t get there in the time window they had scheduled, that we would have to reschedule, another few weeks out!! There is evidently poor communication between customer service and their service technicians. They don’t have enough service technicians to do the job, So there are huge lapses in time between diagnosis and repair, and then if a miscommunication happens between customer service and technicians it yet again a huge lapse in time to repair. The Worst customer service we have ever experienced.
1 7 years ago (05-02-2018)

Darius was prompt, he fixed the problem quickly, and he cleaned up after himself. Great job!
5 7 years ago (07-05-2018)

I had an appointment for a dryer diagnostic/repair yesterday. My appt time was 1-5, so I took off work to be home for the repair. I received a call saying the technician was running late. No problem, I can wait longer. Close to 630 the technician called and said she was in my neighborhood and was having a hard time parking. I told her she just has to be patient, I live in town center and with the holidays especially dinner time is busy(They were the ones running late, parking before 6 is easier). I received another call saying she can not find parking and I have to reschedule. I've lived here for years, this is the busy time, you just have to be patient. Apparently their truck can't fit into the parking garage and she drove around a few minutes and gave up looking for parking in 30 minute or 2 hr parking or the open lots/street? She told me to call and reschedule. I called right away and spoke to someone who said I have to wait until she releases my appointment to reschedule? I called this morning and they said the soonest openings are Friday 29th or first week of January. I pretty much wasted my day for a no show appointment--I feel like the least they could do is get me an earlier appointment. I asked if I reschedule and the technician has a hard time finding parking will they leave again? No answer, so I will not reschedule. If the technicians have a hard time with parking, then maybe in the future they shouldn't take appointments in city neighborhoods. I will look elsewhere for my repairs from now on.
1 8 years ago (22-12-2017)

This refrigerator repair took over 3 months to sort of complete!! The original complaint was: Freezer Compartment OK, Refrigerator Compartment not cooling. That took about 3 weeks to wait for an appointment and another couple of weeks for parts which didn't fix what was wrong AND left the freezer compartment inoperative. (One step forward and two steps back!) Then another several weeks for another appointment and duplicate repair parts were ordered plus more parts. After another couple of weeks, the technician arrived to install the new parts that were not needed. Fortunately, way back in the beginning, the Sears Phone Technician had determined that the refrigerator was still new enough that I could still buy a 1 year warranty for about $300. I'm glad I bought the warranty because the total bill was now about $777 that, thank Goodness, was covered by the warranty. With a lot of observation and tinkering over those three months, the door to the main refrigerator was realigned to make the light come on when the door was opened and go off when the door was closed. Unfortunately, the limits of door adjustment were not quite sufficient to really fix the problem. Final result ... a small piece of cork (installed by ME) was glued to the door part that actuated the light and the refrigerator has been working reliably for a couple of weeks now. Bottom line? A poorly designed refrigerator was fixed by a 10 cent piece of cork (plus, of course, the cost of the $300 warranty, loss of use of the refrigerator for three months and a LOT of frustration). Now, to turn this into a lesson learned, I will be pleased to discuss the minute detail of this repair from start to finish with a member of Sears Appliance Repair upper management that has the interest and time and that could possibly preclude these kinds of problems. ...SM...
1 8 years ago (03-11-2017)