Sears

Summary: Avoid the company entirely! The repair did not work; follow-up appointment was scheduled (8:00-5:00) but the repair person never came nor was I called. The company provided lousy service then wasted an entire day of my time waiting for a repair person. No one from Sears has called me to tell me they were not coming, nor has anyone called me to address the situation even after I contacted Sears on 3 separate occasions and left an online survey with the details of my experience. Sears Home Services was sent by home warranty company on 6/24. The serviceman replaced several parts and the total bill was $358. The following day, the refrigerator was still at the elevated temperatures and the home warranty company was notified. Sears Home Services was scheduled to come for a follow-up on 6/27 between 8:00AM and 5:00PM. Sears Home Services was provided my cell and email contact information; the company sends emails with appointment details as a reminder. At 1:20PM on 6/27, I called Sears Home Services to get an update on when my service would be completed. The service representative told me that the technician was heading to a new appointment and that I was next in line. She estimated that he would be at my home by 4:00PM. This was still within the 8:00 to 5:00PM window and I thanked her for the information. At 5:00PM on 6/27, no one from Sears Home Services had called or emailed me regarding the fact they did not fulfill the agreement for my scheduled appointment. The online schedule was now showing they would arrive between 7:00 and 9:00PM. At 6:00PM on 6/27, I followed up with another call to Sears Home Services. I expressed my displeasure to Service Rep #1 that I had waited the entire day for a service call that was not performed and I had not been contacted. Instead of trying to fix the issue, Service Rep #1 transferred me back to the initial call-in line that would connect with with another representative. I then had to explain the situation all over again to a new person, Service Rep #2. She apologized for my having to review all of the information a second time. The online service screen showed that my appointment had been moved to 9:00PM to 11:00PM. I explained to Service Rep #2 that my appointment was scheduled for 8:00AM to 5:00PM; I had waited over 10 hours at that point and never received a call from Sears Home Services; and I did not wish to be wait until midnight for a repair. I asked to have my appointment be the first on the schedule for the next day. Service Rep #2 told me that the first available service appointment was on 7/8, which would be 11 days away. I asked how I was expected to go without a fully functioning refrigerator for a week and a half and I reminded Service Rep #2 that I had an appointment that was not fulfilled. I asked that someone actually speak with the service repair person and ask when I could expect them to come that evening. Service Rep #2 hung up on me. At 7:30PM on 6/27, I called Sears Home Services and asked to speak with a manager for the service call in center. I was connected with a Service Call Center Manager and I explained the events of the day to him. He was apologetic for my experience and offered to reschedule my appointment for 7/6 (9 days away). I told him that was too far and, at this point, I had little confidence that I could trust Sears Home Services to fulfill their appointments. I told the Call Center Manager that I did not want service people at my home at 11:00PM in the evening and that I doubted the person would show up at all.

unknown

unknown

They were on time and continue to give me good service. I would highly recommend them to others.

I think my explanation above is self explanatory.

It didn't go. My husband took a day of leave to meet the repairman. At 3, he received a call saying the tech would be late and offering to reschedule. He said no, we needed to get the machine working. At 5:20, I called to see where the tech was and was told he was still on the way. At 6:20 I called again and was told the same. At 7:20 I called again and was told that he'd be there by 8. At 8 I called and was told that the tech had tried to call our house, gotten no response, assumed that we weren't home and had cancelled the appointment. Given that I had been calling hourly to make sure he was still coming, and that we had been home the entire time, this is just flagrantly false. I was then told that another appointment wasn't available until 2/28. Excuse me? I was kicked up to the Escalations Department, who apologized and told me that a dispatcher would get in touch the morning of 2/22. A dispatcher did not get in touch, but I called back and learned that we were scheduled for that day between 1 - 5. I informed them that this was unacceptable and we needed a repairman here by noon. They said fine. By noon, still no tech. We called to cancel entirely and are currently waiting for a repairman from an independent company (with an A rating on AL). I am a little unclear on what the alleged benefit of the service protection plan is; we were under the impression that it was supposed to provide for repair should our appliance stop working. Evidently it is actually meant to get you to take two days of leave for no good reason while you wait in vain for Sears to get back to you to tell you what is going on. Now that I know that, I will not buy the protection plan again. (Which should be easy because I will never again go to Sears to buy so much as a pair of socks.)

I have a Jenn-Air dishwasher. The part that is bad is under warranty but the labor is my responsibility. I called Jenn-air who made the appointment for the repair for me. The company they use is A&E. A&E and Sears are the same company. I paid for the repair and the part was sent to me for installation on Saturday November 10, 2012 between 8:00 and 12:00. On Friday the 9th I received a call from A&E to confirm my appointment. On Saturday the 10th at 11:30 am Sears called hoping I had not received the part so they could reschedule. I had the part so they had to tell me that they had no one to perform the service and had to reschedule. The man that was rescheduling was very rude. He rescheduled me for Tuesday the 13th between 1 and 5 pm. I called A&E and to because I was upset. I will say I was a little short with the people on the phone because I was given the run around, hung up on several times etc. I was not rude and gave them no reason to hang up on me etc. The person at A&E told me that I didn't have a rescheduled appointment for Tuesday the 13th, that they had no appointments available until NOVEMBER 29TH. I was really upset then and wanted to speak with a supervisor. From then on I would call and ask for a supervisor and I would get hung up on. My husband called and was told that they would be out on the 29th because they don't have appointments available in our area until then. I got on Sears website and made an appointment for Tuesday the 13th. I was given the 29th because I was complaining that they ruined my weekend. I am cancelling the credit card payment until this is rectified. THIS IS A CUT AND PAST COPY OF THE DISHWASHER REPAIR SCHEDULED THROUGH THE SEARS WEBSITE I HAVE REMOVED SOME OF THE INFORMATION FOR PRIVACY PURPOSES Service confirmationThanks for scheduling your Dishwasher with Sears Home Services! We look forward to helping you!Your service appointment number is # xxxxxxxxx RescheduleCancel appointmentAppointment Details | PrintServiceDishwasher. RepairDate & TimeTuesday November 13, 2012 12:00 PM - 05:00 PMAddress xxxxxxxxxDriveHaymarket, VA - 20169Phone NumberxxxxxxxOrder StatusScheduled - Your repair appointment is scheduled for the date and time shown above.Estimated Cost$ 79.95 (If you have the repair completed, this fee is covered by your repair cost. If you decline the estimate, you will be responsible for the above charge. In return, for most products, your technician will give you a Sears' discount coupon covering all or most of the cost.)Got a schedule change? A tough question? Get in touch: Call 1-800-424-2047

They are great and very professional. They will go out of their way to explain things to my mother, which I really appreciate.