Sears Appliance Repair

Very good, prompt, and professional personnel

Repairman would not do the work since the dryer needed to be pulled out

Worked like a charm after he installed the new part

I would use them again, as long as the machine is under warranty. Actual work time probably would have been under 2 hours. They had to order the part, and I think that took 2 or 3 days.

The part that sears order was defective. So the tech did not test the fix properly. Then the tech over changed me for the service I had already paid for, and sears would not refund thew over change.

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I have bought appliances from Sears for forever.

They have come out and done appliance related repairs for us. The last repair was on our combination refrigerator freezer.

It went fine. They did a fine job. The price was reasonable. For responsiveness, they did fine.

I have an agreement contract for several years and they come out once a year and check my treadmill. Previously the guys come out and one checked the microwave, one checked the refrigerator and one checked the treadmill to see if everything was okay. They were all very friendly and very helpful to explain things.

He gave me the option to get the part and repair for around $350 or go to Sears and get new unit. Went to Sears in Mason City. The first time I went, a guy sold me a 30 inch microwave but said it would fit inside the space of my old unit and the sides would extend to span the 36 inch space (meaning my old unit was two pieces). When I got it home, I looked and my unit was a single 36 inch appliance so the one sold to me would not work. I returned the 30 inch unit. I asked for any 36 inch unit and the salesman said he would have to call Sears direct, since nothing showed online. It took him almost two weeks to figure out they no longer sell a 36 inch wide over-the-stove micro/hood anymore (?). They sell 36 inch stoves but do not sell 36 inch micro/hoods anymore...Wow! So I called Sears Repair number to send tech back to repair. Repairman told me at first visit to "make sure you tell them to order the part BEFORE they send me back out". On 6/16/14, I called 800# and specifically told them to order the part BEFORE they sent tech and they set my appointment for June 27th. .Before I hung up, I asked customer service guy again to repeat back what he put in his notes to be sure they did order the part (which they had on their screen and confirmed). When the same tech showed up 10 days later...you guessed it...no part. I asked the guy why he even came and he replied, "I just got the order the other day". I asked why he didn't call the main office to see where his part was and he says, "I deal with this all the time." I was so frustrated, I raised my voice. To his credit, he remained calm and I finally cooled down. So I asked how was I supposed to actually get Sears to repair my unit and he said he would order the part, then asked me for $242.00 to cover the cost. I asked if I was being charged for this visit on top of the next visit to install. He didn't really want to answer but the $139.00 charge showed me they were charging me for this visit, which they did NOTHING as well as the next visit to install the part THEY didn't order the first time. I asked if they would refund my first service call of $79 like he said they would, if I repaired. He says Sears "must have changed that policy" so they would only refund $29. At the end of the day, it did NO GOOD to tell Sears main office to order the part and the same tech came back knowing he couldn't even fix my unit but was ready to charge me AGAIN for a useless visit (not to mention, they give you the "we'll be there between 8 am and 5 pm" so I missed hours from work). I told him I was done with Sears and asked him to leave. Very poor customer service. We've had issues with Sears repair in the past but I'm done with them forever. It's my fault for thinking they would actually function like a professional customer service repair organization again. Use a local repairman if at all possible. It's no wonder Sears is in a slow downward spiral and closing stores rapidly. Their repair division and retail is really bad and they obviously just don't care anymore. My guess is they will still send me a bill for the call today anyway, even though they did nothing.

I called Sears and needed a part for my refrigerator and hadn't received the part. I called them back and was told they didn't have any record of the call. I explained to them and they said it was under warranty and was transferred to someone else. After talking to this person they ordered the part and I asked when it would come they said it was on backorder. We waited another week and still no part. My husband went to sears with the part to order it and we still hadn't gotten it. I called national headquarters and talked to someone and complained and they stated a service tech would have to come out and look at it since unit was under warranty. He came out and checked unit and fixed it on the spot. It took me 6 weeks to get a honest answer.