Sears Appliance Repair

I originally contacted them on July 16 to perform warranty work on fridge to repair leaking water line for ice maker and water dispenser. They had third party company come to make repair. Company came in just a few days and diagnosed problem. We needed new hoses and valves. After two weeks with no contact we called them and they said they are waiting on parts from Sears. Called back again in 2 weeks and they said they are still waiting for parts. They gave us Sears parts department phone number so we could expedite parts. Sears said they had no record of company ordering parts. Talked with company and they said Sears is lying and hung up on me. Called Sears back and got visit scheduled by Sears tech. Called supervisors and problem resolution specialists to try and get service performed quicker with no improvement in scheduled repair date. On one call to try to get repair date moved up. Rep hung up on me. Tech came and diagnosed issue and determined same thing as original tech. Ordered parts and they were delivered to our house within a week. Took until October 1 until they came to repair fridge. We had been without ice since July 16 since we had to turn off water to fridge. Our contract expired during this process so we kept getting calls to renew. I told them I would not renew until service performed. Repair finally made yesterday. They called today to get me to renew. I told them I would not renew because of poor service. Caller hung up on me. Incredible poor service. I never lost my temper talking to these people and kept call professional and courteous. They had no reason to hang up on me. But since it happened repeatedly I have to assume it is part of their training to just hang up on customers when call becomes difficult and they can't make customer happy. Will never do business with this company again.

I reported trouble with refrigerator initally on 8/30/2013 that it was not cooling properly. They have been to my house 6 times already, and I am now waiting until October 28 for them to come back and install more parts. My biggest complaint is the lengh of time it takes them to do a repair. There also is no one you can talk to who seems to have any authority. It's a good thing I have a garage refrigerator, otherise what would I do for the 7 weeks I have been waiting for Sears. Do NOT buy there Maintenance Agreement or you will be waiting a long time for service.