Sears

Since the first of year, we have had three dealings with Sears and Sears Home Repair Services that have soured us on the Sears brand. The first debacle involved the “repair” of our refrigerator. Sears Repair advertises that it is able to repair all makes and models of appliances. In January of 2018, we contacted Sears Home Repair Service because our refrigerator was not operating properly. We advised Sears of the manufacturer and model of the refrigerator. Despite having this information upfront, the technician who came to our home was unable to do the repair on his own. He had to contact a supervisor to walk him through the process in an attempt to make the repair. After he completed the repair, the performance of the refrigerator improved slightly and then deteriorated steadily. We were charged $400 for this useless repair. Because the repair was not effective, we had to buy a new refrigerator. This time we went to a competitor to purchase it! The second instance involved a Kenmore Elite dishwasher we purchased in the summer of 2015. The machine began to leak after two and a half years. We contacted Sears Home Repair Service. When they came to service the appliance, the technician advised us that we needed to replace the motor at a cost of $400. The performance of the Kenmore Elite machine caused us to lose all faith in the Kenmore brand since most dishwashers last approximately ten years. Rather than throw good money after bad, we decided to replace the Kenmore machine with a more reliable one from Bosch that we purchased from Sears. We had Sears install the Bosch dishwasher which brings us to our third complaint. The installer lacked self-awareness and tracked mud into our home. We know this because there were numerous clumps of mud where ever he walked on our white carpeting and flooring. He did nothing to check his shoes or take other steps to protect our flooring. It appeared to us that he did not care.

Scheduled ice maker repair at rental property. A&E will only schedule in 4 hour windows, 8am - noon or 1pm - 5pm. Tenant stayed home for 4 hours to meet A&E and they didn't show. They did call later to tell me they didn't make it and to reschedule. Would only reschedule for another 4 hour window so I found another company that would actually call the tenant directly and schedule a time convenient for the tenant. Will not be using A&E again.

A & E Appliance Repair a C overall. I have used them in the past. They gave me a time frame before, and then did not show up a few times. I will not use them again.

This company is actually A&E Factory Service. The first repair visit was late Oct 2011 and the most recent was today 01/23. Our stacker washer/dryer failed to drain. Got a Sears repair 800#...took two weeks for them to come out the first time. The guy put in a new pump then said, Oh this needs to be fixed! (The tub "leaned" but worked perfectly for 10 plus years). He took out the supports, couldn't get them back in right said Oh I can't fix this and left. We attempted to use the washer, there was a horrible noise and we called for servce again. When repairman #2 came out he banged on it with a hammer for an hour trying to get it apart and he left it unfixed. The machine made a grinding noise that was not to be believed. You could hear it OUTSIDE with all the doors and windows closed! Repairman #3 came out said the entire thing had collapsed inside plus it was a fire hazard. He said there was an issue that both of the other repairmen should've noticed immediately. He ordered all kinds of new parts which of course, took way longer than we were told. Repairman #2 & #3 both told us the clutch and motor were just fine, even though the machine is 10 plus years old. After repairman #2 I got in touch with Sears Blue Ribbon customer service. The rep, Cyrstal, is fantastic. We have only paid for the original pump and labor plus she got Sears to shell out money to pay for our two or more months of going to the laundramat. Repairman #4 came out, installed the new parts. He commented on how fast and well the spin cylce worked and pronounced it fixed. Well, FINALLY appromiately 2 months later. Unfortunately, the machine still was not fixed. The perfect spin cycle left clothes wet enough so that you could wring the water out. And the washer still makes a grinding noise loud enough to wake up people at the other end of the house. Repairman #4 came out again today. THIS time he said it was the cluth and the motor. He determined this without opening the machine at all. I was sooo not happy. Well, I'm certainly not paying for THAT. 1) Two of you guys said the clutch and moter were great. 2) Since the machine has not worked since repairman #1 broke it, I have no way of knowing if that is causing a problem with the clutch and or motor. Amazingly he told me I wouldn't have to pay for it because I have the Blue Ribbon Service. What? Your warranty pays for it. Well, imagine his surprise when I told him that was Sears Corporate Customer Service I was working with! No attempt was made to open the machine again just Oh, you have a warranty let's make repairs at random. It looks like after messing around with these people for three months we are going to have to replace a washing machine that only needed a simple pump repair because the Sears repair guy "fixed" something that wasn't broke. I will never ever buy a major appliance from Sears ever again and I would strongly suggest you think about it long and hard before you let an authorized Sears repairman near anything you own! Repairman #2 scheduled to come out Feb 7th between 8:00 am an 12 Noon. I had spoken with Patty the tech supervisor and she scheduled this appointment with me to Get this machine fixed for you once and for all. At noon I called the Sears 800 # and of course, got India. The tech was supposed to call me to tell me when he will be here. At 12:20 pm I called the office in Thornton to find out what's going on and left a message for Patty. It's 12:30 pm and no repairman, no call from him, and no word from Patty, either. We are now in month four of trying to get the machine fixed that was broken by repairman #1. Showed up 2 and a half hours late for the appointment and was rude about it. Installed a new clutch and new transmission (what happened to it's the motor from the last guy?!) So he spent a few hours putting in the new parts. Were they necessary? Who knows! He left the unit (a washer/dryer one piece unit) tilted about 3" to the right. When I opened the dryer door, it swung shut with enough force to know my glasses to floor! And, I can't use the heavy duty or gentle/knit cycles because the water dumps out of it into my hallway. Plus, it just slowly leaks no matter what wash cycle you use. We have just given up. We have decided to purchase a new unit anywhere but Sears. And, we also have to buy a new water heater because of this washing machine never being in balance it beat the heck out of our perfectly good water heater and that is now leaking too. All in all A&E Factory Services incompetence is going to cost us well over $2000. BTW, Sears Corporate quit taking or answering our calls after he left.

They are just very reasonable and they are nationwide. I trust that I'm not going to get ripped off and that they are telling me the truth of what needs to be done. Sometimes you can call a small air conditioner repair company and you're not really sure. With Sears their air conditioner repair service is very reliable and not likely to rip you off at all. He was there for couple of hours and not just for one hour. He was very thorough and I really appreciated it.

Our icemaker had stopped working, so we called the service number in the refrigerator to repair, Sears Home Services. They came out for an estimate and to order parts. Estimate was ~ $400 to replace a water value and a motor. Later that week three techs arrives to fix my ice maker. The first tech arrived and was very competent, two others arrived later and it appears that they were training. They discovered that a water valve did not need to be replaced (bad initial diagnosis) which saved me some money. One tech said that the bottom needed to be vacuumed out to improve airflow and he said I can do it myself and save $40, but then one of the trainees said he would do it and proceeded to charge me the $40 anyways for 1 minute of work. The next morning we discovered that the icemaker was still not making ice and that things in the freezer were thawing. I called the service number and they wanted to charge me another $79 to diagnose the problem again. They are coming this afternoon after 30 minutes on the phone to attempt to get them to remove the service charge. I will update to discuss the quality of the rework.

I am very disappointed with them. It has been a living nightmare. It has been a complete hassle to get them to service our products.