Sears Stores - Lawton

3 months ago i called Sears Repair center because my refrigerator door swings open and hits the wall and does not close. This is the only problem. Although it is an old unit, it cools perfectly. Sears uses AE Factory Service for their repairs: the technician said i needed a new gasket because there was a small tear on the bottom corner. I expressed my doubt that a gasket would cause the lack of tension. When i received the new gasket i had to wait for another 2 weeks to get it installed: the same technician fought with it for one hour before i looked at it and saw right away that the gasket was the wrong size (too big): he apologized he had copied my model# incorrectly and had to reorder a new gasket. I made sure he had my model# correct and..... he had misspelled the model # again! Another 2 weeks later, he spent 5 hours (until 7pm) trying to install the gasket: he finally called for help, removed the door, heated the gasket, put grease on it, made a mess, TORE THE NEW GASKET, and was unable to install it correctly on my door! I asked him to have his supervisor or another technician come to help him: he told me he was the only technician repairing refrigerators for the Lawton area, that his supervisor is in Lubbock TX, and his boss is in Florida. And he has 2 months experience...I complained to Sears: Maria told me my case was escalated and that they had dispatched another technician who would travel to Lawton and call me. Two weeks later, nobody called. I called again and again and was finally told on Friday that i was scheduled on Monday Dec 8th. On Dec 8th i waited and waited, nobody called. At 10:30 am I called Sears again and was assured that i was on the schedule for today, between 1 and 3:00 pm or 2 and 3:30 pm. I had some doubts but waited all day. Finally AE factory service (yes the same company!) called at 12:30pm and asked me if anybody had called me, that they would have to reschedule and they needed to make a few phone calls. I told AE I want to be reimbursed for the hundreds of dollars that I paid for their botched attempts and i want them to pay me an allocation for creating an additional problem (my original gasket had great suction, and i am now left with a new torn gasket with no suction). I am going to call another repair shop as Sears and AE have been lying to me and I will not waste another day waiting for another no show.

Great service.

It didn't cost us anything because we have got a home warranty. The overall experience was very good. Everything they did was very good. The quality was very good. I would use them again in the future.