Sears - Service Centers & Repair

They told me that my dryer was perfectly working, and it was in a very good condition, they check everything, the heater and checked for foreign materials inside and it was in a perfect condition. No parts repair nor replacement.

The service was wonderful and we would absolutely use them again in the future.

see above

They were fine. The refrigerator was okay.

I have had it with Sears and the way Protection Service Agreements are handled. My last two appointments have been missed. The first missed appointment was for a washer software upgrade. Today's missed appointment was for a dryer that is not working. A week ago I made the appointment for today during the 8-12 am window. No one showed. I called the number I was given and was told that they did not have any appointments scheduled for today (due to doctor's appointment). I have an e-mail though that says it was scheduled. I call Sears again and was told that there is nothing that could be done and I would have to reschedule. From talking to the appointment call center it looks like I was farmed out to an "overflow" repair company. I cannot reschedule in the Sears system today because my appointment was for today. I was told to reschedule through the "overflow" repair company. I got their VM. I could not even talk to a customer about my complaint, I would need to send an e-mail. If Sears is not going to have enough resources available to support Protection Agreements, why even buy it? I have had Sears protection agreements since 1989. I have spent a good bit of money on these. I believe that Sears is worried less about customer service that getting revenue from Service Agreements.

We have a 2010 Husqvarna tractor and we put in a service call 07/04/2013. First they wanted to fix the problem with the tractor over the phone. Then they gave us a repair date of 07/18/2013 saying that is the earliest date a technician could come. They ordered a part to be sent to our house and it came 07/08/2013. We called for an earlier repair date and again we were told 07/18/2013 was the earliest date and that they could be here between 8am and 12pm. By 10:30am we had not heard or seen the technician. I called Sears to see when and if the technician was coming. I got a woman, Nancy, who said she could not reveal what country she was in for security purposes. She said she would email the technician and tell him to call us with the time of arrival. By 11:55am we still had not received a call. We took out an extended warranty on this mower for what? To be joked around by this company. They down and out lie. I called again, spoke to a Randolph in who knows where and he told me due to overbooking, the technician is not coming. Sears canceled the appointment and said they needed to reschedule. I called corporate headquarters, spoke with Lisa and Nesha, who said they will call back in one hour with a new repair date. At 3:30pm, long past the one hour mark, we called again and we got an Angie in Texas. She gave us a new repair date of 07/30/2013 between 1 and 5pm. Last year, the control module on our stove was not working. Sears said it would be three weeks before they could get a technician here. We looked up the part number and fixed it ourselves. Two years ago, the freezer was not working. We called sears and it was nine days before someone could come. We called a local man who came that afternoon and fixed the freezer. On another occasion, we made an appointment and the technician missed that as well. We called Sears and rescheduled for two weeks later because we were told that the technician was sick. Two weeks later he didn?t show up again. We called sears again and they said he was busy fixing snow blowers. A third appointment was made and he did show up for that. My husband asked him how he felt, he said he hadn?t been sick and wondered why we were asking. We also told him that Sears informed us that he was fixing snow blower during the second appointment and he said that was like fixing snow blowers in florida. A few days ago we went to the local Sears store and spoke with the assistant manager. He was going to email a higher manager and promised a response within 48 hours. 48 hours has come and gone and we still have not heard anything. We called and spoke to Janet at Sears today 7/22/13, she tried everything she could and also couldn't get the date changed.

It went bad after the second time here he ordered more parts , that was supposed to be overnite fed ex they weren't. Called the company and they told me 4 or 5 working days to get parts. I told them cancel and come get all the parts and reimburse me . I went out and bought a new washing Machine Still waiting on them to come get parts I have over $300 in parts sitting at my house. Update 8/3/13 I shipped 3 boxes containing 4 parts back to them via UPS on 7/16/13 and still have not heard back or been reimbursed by them to date.

I filled out a service request through American Home Shield and was assigned Sears to fix the Washer. I called Sears myself and set a date of 1-18-2013 for Sears to come out and check the washer. When I set the appointment the girl on the phone said they carry the pumps on the trucks which I knew was not true as this is the third time this has happened. On the 18th they came and diagnosed the washer as bad pumps(which I had already told them on the phone) and they said they would order the pumps and when we received them to call and set another appointment. I called when we received them and they wanted to give me an appointment for the 31st, and I told them that was unacceptable. They quickly said the 25th between 1-5. I told them at that time I need a 30 minute call ahead so I could meet them. I explained I am only 5 minutes away but to be safe call me 30 minutes ahead. I was assured it was notated on the order. Today they were due between 1-5 so at 1:30 I called them for an ETA. After the girl beat around the bush, she said she would notify the dispatcher to call me with an ETA. I never received a call and at 4:30 a message was left on my phone, so we raced home and arrived at 4:40 only to find a card in the door stating the tech had already been there. I immediately called to let Sears know that we were waiting and we were givin the run around, stating they could not reach dispatch and the tech had already noted "Not home". I tried to explain that we needed a 30 minute call ahead meaning we had until 5 to get there and the customer service person was rude. She was not listening and then said I do see where you called for an ETA so you knew what time we were coming. I again explained that I never received a call back until 4:30 when the tech left a message that he was on his way. By the time the girl argued about what had happened she now said the dispatch office had closed and she could not do anything. I asked to speak with her supervisor. She placed me on hold for nearly an hour. I finally handed this phone which I was holding on for the supervisor to my husband and I used another phone to call the Resolution Team from the card that was left. My husband also called the tech and left a message. When the tech called back he said he had already posted out the order. This was a poor excuse. My husband told him that he was supposed to give us a 30 minute call ahead and we were 10 minutes behind his phone call to us. He said he followed protocol. I disagree. He also told us that he would turn in our order in the morning and send someone out. He even asked my husband if we would be home. My husband said we would stay home to get this taken care of. I spoke with Julian of the Resolution Team which was a joke. They informed me that it was too late to call dispatch and they cannot make the techs do anything as it is up to the tech if he goes back. The Resolution Team said the next time they could come out was the 31st.I told him I want someone out in the morning and he said he would email the dispatcher and see what he could do as they have had technical problems today. I explained to him this is not my problem. I could not believe they have a Resolution Team with no resolution. Tomorrow I was told if they do not call me by 8:30 or 9 that I need to call them and I guess go through this all again. By the way, the supervisor never came to the phone and we were on hold for over an hour. We are going into the third week with a broken washer.

Everything they sell has a money back guarantee. If you buy some tools from them and if the tool breaks, they take them back and give you another one. Their service is the best. My overall experience with them has been excellent.

For a month, I’ve been without a working washer. Since it's covered by the service contract, I called them to take care of the repairs. The first tech came and replaced some parts and left. However, the machine wasn’t fixed. For one appointment, the tech didn't even call to cancel--he just didn't show up. I called again and they mailed a new part and sent the same tech out to install it. Two days later, the washer wasn’t working again. So they are going to be sending a third tech out to try and repair the machine. I’ve had a very hard time with their customer service and their call center. When I asked to speak with a supervisor there, the man told me that he didn't have one.

excellent, job well done.

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I have everything covered under Sears. They cleaned the dryer and removed the lint from the inside out. I really think they are very good. I didn’t pay last time as it was covered under warranty.

They scheduled an appointment and we verified the address of the service and that the technician would email me. Well I drove 5 hours to the rental home and waited outside in the cold and he never showed up. I called and let them know he never showed up and we rescheduled for the very next day. The scheduled time came and they did not show up again. I finally called them and spoke to the customer service at this line and verified the address again. They said the technician is there and I let her know that no they are not. Well he had shown up twice at the wrong address! I let her know this and there was very poor communication on their end and they were not listening to me. I had to contact another provider and they showed up within an hour and fixed my refrigerator.

Instead of sending out one repairman to make both repairs, two repairmen came out an hour apart. I was under the impression that I was only paying for one service call, but I had to pay for two. Neither repairmen knew the other was coming. I was informed that their list service calls are assigned daily by headquarters in South Carolina. The repairman who worked on my refrigerator applied duct tape over the vents to reduce the amount of coldness coming through. When I opened my refrigerator the next day, all my food was warm. I pulled off the duct tape, and the refrigerator cooled down quickly, but I still had to throw some food out. The repairman who worked on my microwave placed a piece of paper behind the knob to increase the pressure where the knob should have a small piece of metal but does not. It fell off the next day and still does not work. They ordered a new knob. It arrived but I haven't installed it myself because it appears to have the same defect that causes the original one not to work. While the repairmen were professional, neither appliances work. I am out money. When I contacted the 800-number, it was hard to schedule a service appointment because I was presented over and over again with sales pitches to purchase a contract agreement. The representative was in a foreign country, so there was a language barrier. Nothing was handled locally. This was an extremely frustrating experience. I refuse to buy another appliance from Sears again. It's been one of the worst experiences in my life.

The motor went out on our dishwasher. They had a new motor with them so we did not have to wait for them to order the part. We were very happy with the service.

It went well. We got an appointment almost immediately, and the technician was very professional and made the repairs quickly.

We bought our dishwasher there and we have a maintenance agreement for it. The control panel of the dishwasher caught on fire in the middle of June. When I called it was an emergency and it was a week before they could send someone out. The technician said that the dishwasher was not repairable and should be replaced. The stack team and they said that it was repairable and that was the only thing that they would do. They were not ready to replace it. We contacted customer relations and we had several customer relationship people who told that it should be replaced, but they didn’t have the authority to make the decision. They sent another technician out who pretty much voiced what was said before by the first technician. They still refused to replace it. We ended up having to have it repaired. I do not intend to use the dishwasher ever again. They were pretty much careless.

I bought the washing machine from Sears - Service Centers & Repair Company, so I just had them out to fix it. It was an expensive service but there was lot of work involved. My washing machine was in a corner, in a closet. They had to take it out and then drain it. I think there was a penny stuck in the pump and so they had to replace the pump. They did a good job. The people who came out were really nice.

Horrible. They were on time, however their price was unacceptable. Service charge of $69.00. Parts were $7.99. The rest was all labor for what was a small job.