Sears Appliance Repair

Didn't take but 30 minutes.

Fine. Would have been nice to be notified that design flaw existed and needed to be replaced rather than waiting until we had a melting mess and had to call for repair.

Very well.

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We've always beens satisfied with the quality of their work. Their products are quality and I know that sometimes they make costs a little but they're usually very good.

Sears Home Services came out about 4 weeks ago and determined that it was the computer board that needed replaced. They said they would order it and expect them back in about 3-5 business days to fix the washer. I asked them to send the same repair man. On Friday the 4th they came to install the board. It was a different repair man and he asked me what was wrong the the machine. They said it was the wrong board and would need to re-order it. The board came in about a week later and it was the wrong board again. The Sears contractor said they would have to re-order the board again. We had an appointment on 3/18/16 between 1:00 - 5:00. They did not show up nor did they call. I called them and they tried to re-schedule the appointment for the 29th. I made it clear that this needs to be installed immediately. We have waited much too long to have our washer fixed. Now they say they will try to be out Monday. I believe this is a health issue because we have been washing our clothes in the tub and are not able to sanitize the clothing properly. It seemed to me when I called the corporate office that they could not care less. I pleaded with them to get someone out tomorrow which is a Saturday on an emergency basis. I was told they do not work on Saturdays. In fact we had already had a repairman out on a Saturday on the first appointment which was 2/27/16. They simply would not accommodate the request and I still do not have a washer to use. They do not consider a washing machine repair as a health issue although it has become one. They would not make an exception even though it was their mistake. This has been a very frustrating drawn out process.

Overall we would recommend and return to Sears Home Improvement for our next major home upgrade project. The sales process was good and thorough, although lengthy (5-6 hours). We spent a decent amount of time discussing the project and picking out our design, which was fun for us. But I think the sales process could be improved and shortened if the contracting and purchasing system were easier for the salesperson or if those administrative steps were done internally at Sears after leaving our home. The purchasing system was not user friendly and the process was time-consuming to get the contract drawn up. As a plus, we appreciated all of the samples the salesperson brought and he was well-prepared and knowledgeable to discuss the project. Our kitchen design turned out beautiful. As a next step, Sears sent out measuring technicians to measure the home for each portion of the job. The measuring technicians were very timely and knowledgeable. Sears then put in the order for all custom materials based on the measurements. The actual materials are typically ready after a few weeks, but the job started a few weeks later than usual due to Christmas and New Years holiday, which is understandable. (Our date of sale was December 4, 2015 and the first job began on January 19, 2016.) Bathtub: The bathtub project was great. We had an old tub upstairs in the hall bathroom that was old, leaking, and needed replaced. The new tub looks great and is a major improvement. The materials are high quality and the installer did an excellent job. He was timely, professional and friendly, and we are very pleased. Flooring: The plan was for Sears to demolish and remove the existing ceramic tile floor in the kitchen and replace with porcelain tile. Soon after arrival, the flooring contractor immediately identified an issue with our existing flooring. The old tile was installed on top of hardwood by the previous homeowner. The contractor had to demolish BOTH the ceramic and hardwood, which extended the demolition from days into two weeks. This is not at fault of Sears, but rather a surprise finding for all of us that hardwood was underneath. Once the old flooring was demolished, the tiling work began. This contractor however, was slow to start each day, arriving usually after 10am each day and also taking lengthy lunch/break periods (2-3 hours). We were under the impression that he was sharing a vehicle and needed to make personal driving errands as a result. The flooring job finished much later than expected due to the contractor?s poor time management and also the unplanned, lengthy demolition. However, we appreciated his attention to detail with laying the tile. He took careful attention to making sure the tile was level, patterned nicely, and equally spaced. The tile flooring looks great and is high quality. We are, however, unsatisfied with the installer's finishing work when putting back our baseboard trimming and half-bathroom toilet when the job finally finished. He was in a rush to get done at a late hour and the trimming was hung poorly/loosely and with dozens of brad nails. Our toilet was also replaced at a slant position. All in all, the tile flooring looks fantastic. The rush to put trimming and toilet back was poorly done. The Sears project manager offered to have the installer come back to make us happy with the trim and toilet, but we declined. We did not wish to have that installer back. We told Sears we'd make the trim and toilet right ourselves instead. (Just for the record that Sears tried to make this right and to our satisfaction.) Cabinet Reface and Backsplash: The same installer of our bathtub came back as the contractor for the cabinet reface and backsplash job. We were happy to see him return as he did great work with our bathtub a few weeks earlier. The cabinets look FANTASTIC. Sears refaced the old cabinet boxes and replaced the drawers and cabinet doors. The installer then put in the backsplash. It was a dramatic transition from our old kitchen and we are extremely happy with the work done. The installer was professional, timely, and had great quality in his work. Granite Countertops: The granite people came by while the cabinet guy was here. They coordinated jobs well. The granite people were here a total of 1 hour. The countertops fit perfectly and were exactly what we hoped for. The sink was also perfectly placed. Well done. Overall, we love our new kitchen. It went from brown and drab to sparkly, modern, and looks spacious. It is a HUGE improvement. The bathroom is also great. We would recommend Sears Home Improvement. Sears project management was great with communications and coordinated all jobs together very seamlessly. They do need to ensure that all contractors are timely and do a good job. The flooring guy, although the tile is great, could have done better with his time and finishing. Otherwise, we are VERY, VERY happy. Thank you, Sears.

I would never use them again. They sent me somebody who didn't know what he was doing. They had the cheapest estimate so I went with them. Everything was upside down in the end. The estimate was wrong. The heating was wrong and the computation was wrong. Everything was wrong. It was a high efficiency unit but it was unable to heat up my second floor. The unit was right but the position was wrong. Even the supervisor who came shook his head when he saw it. The unit was not big enough to heat up the second floor. They added the vents. The contract was not followed. When it was followed, the computation was right to heat up my second floor. It should be enough to go to my second floor but it wasn't able to go up my second floor. The first guy fell down and cracked my hardwood and my wall too. They fixed it up but they didn't do a good job. It was so bad you can see the patch up. I called somebody to fix the wall.

Overall, SEARS is excellent. Certainly, there are cheaper alternatives, and I could have saved money by buying from a Heat/AC vendor, and negotiating a separate installation. Heat/AC is a major home-improvement investment. DO NOT TAKE THIS DECISION LIGHTLY. The decision to replace Heat/AC (if not an emergency) cannot be a spur-of-the-moment, off-the-cuff decision. If you do not do your homework, or if you leave the decision to someone else (like an unscrupulous vendor/installer), you WILL be sorry! I trust SEARS because they back their products, 100%. There are numerous products, types, different efficiency ratings (SEER and AFUE), and prices. Just as important is the INSTALLATION process. Even the very-best Heat/AC, if installed improperly, will be a problem for you. From start to finish, SEARS was FIRST CLASS. The in-home presentation was very informative and necessary, even for "know-it-alls!" I learned a great deal in a short amount of time. There was no pressure. All questions and concerns were addressed. I was presented with numerous alternatives. The installation was relatively quick and very professional. The installation crew was extremely experienced. I knew I made an excellent decision when the Head Installer told me he had been in the business for 15+ years. The installation can be an all-day process, but my crew finished in less than five hours. The new system works extremely well, and I'm very happy!

We were quoted to have the job completed in three weeks and it ended up taking them close to four months. Overall our experience was terrible and we would never use them again.

Initially they had the worst price but they came back and gave me a much better price and financed a few years. Their workmanship was very good and their price stood out the most. They did everything that they said that they were going to do.