Sears

The diagnostic fee was $129. The technician was there for 30 minutes exactly. I was charged $168! For 30 minutes? I had a refrigerator appliance repair man in my house the week before. The "Visit fee" was applied to the repair project. I was charged for just the visit as he was there for 30 minutes. I assumed that the "diagnostic fee" charged by Sears would have been applied to the repair work. Will not hire again. But the technician was pleasant.

They charged me but did not really clean much. About half of the ducts were dirty and one of the furnaces had a filter stuck. I called Sears and got no response.

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I have a thing with Sears that I pay like $39 a month or something. The quality is fine.

I made an appointment for them to come fix my refrigerator with a window from 8am to noon. I called them at 11:30 and they told me the guy was running late. Then I found it it would be 1:30-3:45, called at 4 and it was going to be 4-6pm. Technician called me around 5 o'clock that he couldn't make it. I'm sitting in my house all day long and he's a no show and I have a hot refrigerator. The next appointment they wanted to give me was next Tuesday; today's Thursday. They should have at least given me next day. I asked to speak with a supervisor and I was put on hold for more than five minutes and eventually hung up. I'm done with them.

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The Sears guy came and he replaced the rollers and did a full tune up. He did a very good job.

Went great original add was for around $200. When they came up they let me know that my actually price tag was closer to $800 for the cleaning service, I agreed and they cleaned the service. A few weeks later I called to report that my house was still very dusty, and sears told me that it would cost another 200 - 300 to come out and clean the dust. I thought that was what the original dust cleaning was for, and I didn't want to waist more money. Beware of sears. Prices are very misleading. Would not use this provider again.

Called Sears about a two years old water heater that has 12 years of parts warranty because we were not getting hot water. The Tech never showed up at the first appointment because customer service never updated our phone number. The second appointment they came and told us that they don't replace dip tubes in the water tank and charged us $79 and left the house. The last time I check, the dip tube is part of the water heater, so they sold a false warranty. Don't buy any sears brand applicances because the quality is non- existent and customer service is not responsive. So we paid $79 for the tech to tell us what we already know. Jun

Incredibly frustrating experience...Sears has lost a lifetime customer! The appointment wait is from 8AM until 5PM...so you sit at home and await all day. The repairman will call when he is about half an hour out. In the email appointment response...they stated it would likely be between 2-4PM...but my repairman was there at 1:15PM so glad I didn't leave. Fee to look at an appliance, even if they are on site is $99--repairman gave me a $30 discount. But what he looked at took him only 15 minutes more. Had I known I would be charged a second "minimum fee" when he was onsite, would not have had him look at the cooktop. If your appliances are over 10 years old...just replace them. I guarantee any repair parts will cost you half (read $300 labor/parts to replace two igniters in the cooktop and $300 to repair the self cleaning latch --just the latch not the computer in the oven). Broiler replacement was $201 for labor and parts...parts were $60...so if you can do it yourself...do not call them--just order the part and install yourself. Worst case...the oven was working fine. The first time I tried to use is after the repairman left, The oven would not work. I had an appointment for the repairman to come back out 2-weeks after the initial visit to install the broiler (two weeks is the best they can do!). When I contacted the customer service to let them know the oven was now not working at all due to whatever their repairman did, they were not able to come back out earlier. Even more disappointing, will not provide any assurance that the damage he caused will be covered or repaired by Sears when the repairman comes back out in two weeks. I asked to speak to the customer service manager-- when I asked her for something to be noted in my record so I would not be charged for the damage the repairman did, she was unable to give me any assurance they would provide any support. I asked to speak to her manager. And she assured me that she was the top of the line. So guess I was speaking to the Sears CEO. I've been a long-time customer of Sears...own all Kenmore appliances which we will need to replace in the next two years. There is no way I will return to Sears for appliances nor any appliance repair moving forward.

Horrible. Never showed up. Waited all day. Was lied to several times on the phone. Was told the serviceman was en route. Was told I never bought a refrigerator. Finally they admitted they had never assigned a tech to the job even thought they sent email and voicemail confirmation of the appointment. And this is on a replacement refrigerator. They say the next available appt is July 31st. It is July 8th. Was told that the Technical Manager would call immediately. Still has not called. Was placed on hold for 30 minutes and then cut off.

Its been fine. Its been great. No more problem. It was fixed. They were good.

Sears PartsDirect placed order for me via the phone on 8/15/13. It was a tractor bagger. I was informed by the sales rep, this item is under warranty for installation. After the order is placed, one day later the item arrived. I called in Sears to schedule the installation(also told by the sales rep to do so). During the process, one had informed me this will result an actual charge or not covered by the warranty, after I asked to confirm if no charge will occur. I had gone through at least 3 reps on the phone. Today, when the technician showed up, and told me that was not covered by the warranty, and charged me with $203 of installation. I immediately got on the phone with Sears. Someone from "customer solutions department" talked with me, and agreed with me about how I was deceived from purchasing this item, that PartsDirect did the wrong thing to misinform me. However, she didn't have the authority to override the charges. So she transferred me to PartsDirect. A rep from the Sears PartsDirect - Chris (sears id 401537) started to playing game with me on the phone with me. He asked me if the technician forced me to pay for the install with languages like, "did he just take your money, and ran", "did he hold your hand and charge the credit card"...(He is acting like a smart a**). He kept using the degrading language to insult me while on the phone. I finally had enough with him, and ask to transfer to his supervisor. His supervisor, Ken, a manager picked up the phone told me that there was nothing he could do. And he agreed that I was misinformed by someone from his department (Sears PartsDirect). And he would advise those who do the sales that part install is not covered by warranty. But as far as the install charge concerns, he couldn't do anything (or I took it as he was unwilling to do anything). I just don't think this is ethical. And bait and switch scheme is illegal. I just don't think I should pay for the install since I was informed wrongly. Who made the mistake here? PartsDirect. Sears PartsDirect. Who did the installation? Sears Repairs. They are all Sears. Should sears cover the mistake that sears made? In my opinion, YES they should. By the way, the item only cost a little over $300, and the install is $203. That's a rip off on its own. I won't give up on this.

The floor of my laundry room was wet and it clearly was the washer as I had put a load of clothes in earlier in the day. I have an expensive maintenance agreement on both the washer and dryer and called Sears. I was surprised they answered on a Sunday. That was the only plus - when I explained my problem, I was given an appointment 2 weeks from now - what good is having a maintenance agreement if Sears will not "maintain" the item?? Then the lady on the phone had the nerve to ask "did I satisfy all your requirements today"? Was she kidding? When I said a two-week time frame was unacceptable, she kept apologizing. Granted that is not her fault, but really, these operators should be given another "script" when clearly there was nothing satisfactory about the whole thing. I called a local appliance repairman today and he will be here bright and early tomorrow morning - yes, I have to pay for this, but it will be done. This is not the first time I was unhappy with Sears' maintenance policy. Another time they came to service the washer/dryer, the window of arrival was 9am to 5pm. When I asked if that was the best they could do, they said yes. In today's busy world, who can sit around ALL day waiting for Sears? Needless to say, I will never buy another major appliance from Sears - it's not worth all the hassle.

Besides having to wait the 4 days, everything was wonderful. The techs from Sears have always been very knowledgeable and polite. They were always over scheduled, which I was told has gotten better over the past year.

DONT GO WITH SEARS DO: FIND SOMEONE ELSE

Our gas dryer stopped heating a week before. We have a service contract and called Sears for an appointment. They walked us through steps over the phone which did not fix the problem. The soonest appointment was 1 week later. We were given a ridiculous 5 hour window, 1-6 p.m. The technician did not call and arrived at 8:14p.m. When asked why he did not call, he was rude and belligerent and said that it was not his responsibility to call. "The office can see my progress on GPS, they should have called you". My husband called several times to get a progress report but the time continued to be extended. The technician actually told us that "if 2 other customers had not cancelled, I would not have even been here". The final straw was after he had taken his 3rd personal phone call. I went into the laundry room and stood next to him and he ended the call and finished the work.We have always purchased our appliances from Sears and had them for service. Clearly, we will be making a switch to one of the recommendations on Angie's List that is NOT Sears.

We have used Sears several times and am very happy with their service. My husband & I highly recommend them. We have used them about 5 times this year. I have used them to repair our garage door when we had an issue with it opening. Our last service with them was for a dishwasher repair. If it is not a sears product and we are not under warranty we do pay a service call. They have a good ability to diagnose the issue. They are accountable and take full responsibility for their work. They are courteous, professional and considerate. They will come back and analyze the problem until they have fixed it.

My washer malfunctioned in the middle of the cycle this morning. Called about 10:00, made an appointment, and the technician was at my house by 3:00. The only minor criticism I have of the scheduling process is that I was given a 5-hour window for his arrival - that may be typical of many companies, but it's too large a window in my opinion. The technician was courteous, worked efficiently, and quickly found a minor adjustment that fixed the problem. I'm very happy with the outcome.

EXCELLENT! SPECTACULAR! I was not referred to Sears thru Angie's List, but from a coworker. I called Sears and received immediate response and had an appointment set up. Sears called and emailed to confirm the appointment the day before. The day of the service, the technician called & said he was on his way. He was prompt, coureous, clean and very efficient. I was thoroughly impressed with the work he performed and his customer service. I will use Sears again for repair service.

Never, never, never again! Sears Carpet Cleaning had an online price advertised of $33/room. You could obtain this price by checking a box and hitting continue which brought you to the next screen with the price listed and scheduling dates. I clicked on this and scheduled. When the service people arrived they told me the charge for one room (one carpet about 4x6) would be $114, plus scotch guard of $60. When I pointed out the base price was $33, they told me to call their service center. I called the service center and they told me that they hadn't "updated the website" and that the new charge was a base price of $89 and that they weren't honoring the$33 price. I told the service tech that they had to honor their LISTED price and he laughed at me at which point I promptly canceled the service. I had waited an entire day for them to show up, only to receive a bait and switch. This is deceptive advertising at it's worst. I printed off all of the screen shots to send to the Better Business Bureau. I wonder how many customers just give in once the tech reaches their house because they've waited all day.

They said they did the job but after they left, I checked and found a 1/2 inch of grease in one of the ducts in the kitchen. They failed to patch any holes they made to clean the air ducts. I called them, they came out to my home and cleaned the air ducts that they had missed but stated they were not the one's who made the holes in my drywall. I finally got a hold of a manager, he said he was going to come on a specific date and time and he did not show up, I sent a certified letter and they returned it.