Sears Appliance Repair

Took four tries to repair the dishwasher. Kept sending the wrong part and the service people didn't know what they were doing.

I think they did an amazing job. The person who came was fantastic. I have a lot of dogs and they took care of all the hair in my machine.

We have four servicemen and six trips out to the house to repair the dishwasher. The first call the motor was loose and the hose came disconnected. Noticed after the control panel was blinking. So a new control panel was ordered. It was sent to the house and the second service person installed the part. He left. I ran the dishwasher three times and the machine would shut off before completing the cycle. Called for another serviceman. Sump motor needed to be replaced and the machine was still leaking. Serviceman went to get the part some 20 miles away. He arrived with the wrong part in the box. So a new part was ordered from the supply house. The new part came one week later and was protruding through the box. The part was the wrong part again. The first three letters did not match the part the serviceperson ordered. The next time the serviceperson ordered the part directly from Whirlpool. Again we had to wait one week for this to be replaced. Finally, after about one and a half months the part was replaced. I have run the dishwasher twice and so far no leaks or problems. Sears offered us $50 for the inconvenience. The check was supposed to be mailed to our home on August 1. We have still not received the check. I called them today August 16, 2016. Three times I was disconnected from Sonya, Amber and Audrey. I was on hold for over two hours total. I even contacted Sears online while I was waiting on the phone. The online guy told me to contact the service team. In other words, he did NOTHING. I was sent an email stating the check was first sent out today but to the wrong person. I had to contact them again. This time after waiting 30 minutes the person said the check was never sent out and she changed the name supposed to be on the check. The check is supposed to arrive @ August 24, 2016. This is the worst service team and operation in the entire city of Houston.

Tech never did any testing on electronics just stated that we needed a new controller board. Board is no longer manufactured for this oven. However I figured out that the problem was a defective thermostat. I replaced it and the oven works great. A little testing on the techs part and he too could have figured out the problem.

was extremely professional, cleaned up nicely, and clearly communicated the path forward for usage

Sear's hires third parties to do the work, If you look at the fine print of the contract, Sears takes no liability for the work done.

My lg front loader washer was not spraying properly and was leaking. They replaced the valve and the leak was stopped. I was told the the steam unit and/or the recirculating pump needed to be replaced at a cost of 600 and that the shocks were also bad so another 400. I declined and was ready to but a new washer. I ended up buying a recirculating pump and drain pump and replacing them myself because the drain pump actually went out a week later and I could do it cheaper. When I took the washer apart the shocks from a previous repair were not even attached. Solved that 400 by reconnecting the perfectly good shocks. Replaced the pumps for 120. It still was not spraying and they were supposed to have checked the nozzle. That should have been the first thing they should have checked. I pulled the drum gasket off and checked the nozzle to find a giant piece of lent clogging it. Pulled it out with tweezers and cleaned the nozzle. No part for that repair. Washer now works like new and the total in parts was 120. If I would have listen to the two techs the were sent out, it would have been over 1000 and still not working!

first repairman ordered a part without even really looking at the problem. Before the part arrived a supervisor came out to check on the machine, found a fabric sheet that had wedged itself in the wrong spot. Removed and said no charge. Appreciate the supervisor looking out for the customer. My rating are based on professionalism of the supervisor.

It took 5 visits and 4 encounters with their headquarters to have my 3 year old Duet Washer repaired. I don't ever recall an experience as bad as this in my 48 years of working through service requests. It's the most confused and ill-informed service network. I found them to be rude, to send conflicting correspondence, not keep appointments and send service techs without knowledge about why they were coming out and what they were expected to do. They also had no way of getting parts in a reasonable timeframe: it took over 3 weeks to get the repair completed with 3 different part orders because the part was either defective or they had not ordered all of the parts needed. Two motors had to be replaced. I've been a Sears customer for 48 years, but no more. I even contacted the CEO and received lackluster service. After checking the BBB site for the Illinois headquarters , I see that this is typical. And that's too bad. Sears used to be excellent. I have the extended warranty but if you cannot get reliable repairs in a reasonable time, what's the point.

There was no cost because of extended warranty that I had purchased. They could have repaired it. I have a 5 year warranty so I don't have a choice but to use them.

Excellent service. Friendly, prompt, always completed well

The service person was a no show!

It was excellent! It turned out there was nothing wrong with it we just did not understand the computer can sense moisture in the clothes and shuts down when they are dry, it prevents over drying.

The initial response was good. The repairman ordered the part while at my home. A repairman would come back after the part was shipped to my house. It took them 2.5 weeks to get back. I had to live out of ice chests until he got back. He installed the part but the I can only adjust the refrig temp up and not down. Now I have to call Sears back to get it checked out. The repairman was professional and courteous, but his schedule was determined by some Sears center. I had to call Sears to get him out. I bought a repair contract for a year, so I may be calling Sears more to get my money's worth. I just had to pay for the initial service call.

I wouldn't recommend them. We have a refrigerator with an extended warranty and they hardly worked on it for a month. It's probably because we had an extended warranty that's why they took so long to fix it. You can't talk to anybody because they can't give you any number to contact so in my opinion they are complaint-proof. You can't talk to them or ask them anything. They just told us that they will tell the dispatch to hurry. We are at their mercy and we are very irritated with them. I would not use them again. It has worked well since then, but I just wish I had paid someone else to fix it. The guy was professional, but they took so long.

The serviceman surmised that my wife was letting moisture into the control valve. We had a prior dishwasher that didn't have a problem for 20 years and here's another dishwasher that's getting a problem after a year and a half. Not only that, everybody who buys it has a problem with it. I'm not happy with the dishwasher as well as the serviceman. He was not very professional. He tried to shift blame on my wife. I'm sure he gets many problems with this type of dishwasher so he always tries to put blame on the customer.

It was overpriced. I felt their labor was overpriced. There were no unexpected issues. It took them a while to get back to me to schedule it. We drew a time frame when they pick you up.

He was late. He didn't want to do the job and when my husband had a complaint. He didn't want to satisfy my husband for completing the job. We had to have someone else from sears come out and do the job. Wouldn't use them again and wouldn't recommend them.

They didn't charge me because I bought the service plan. The service cost me an extra 200 dollars but it was worth it. He came out, looked at it and said, you have a lot of water in here and I said I spurn it all out because it was almost full. He could see that it was dripping so we turned off the water and he had to take this whole piece off and replace it because the screens had sediment in them and clean it out. After he put it all back together, he suggested I go and buy some of those filters to put on the end of the hose so it doesn't get through any more. And I did after he replaced it. We haven't had any problems since the last time they came out. The first time I called, they were out here the next day and another time I called, they came out later that day. They are pretty quick, I didn't have to wait more than a day or two.

I worked for Sears in the 70's and their product was excellent and service better. All this is happening at my daughters house. I feel bad because I recommended Sears Elite line to her when she wanted to replace Refrigerator, range, microwave, and dishwasher. In two years Sears has repaired or replaced microwave twice, refrigerator (ice maker and freezer broke) and she had to replace her dishwasher after one year because it would cost so much to replace because she didn't have extended warranty. The products get an F against the products they used to sale. Service gets an F-. I do not know what has happened to products service when not many years ago what I witnessed today would have caused at least disciplinary action against employee and immediate response by Sears. After calling Sears and asking to elevate the complaint we got in touch with someone and we were told a service technician would be back today to put dishwasher together until correct part arrives...Technition did not come and we didn't even get a phone call. It is so sad to see what has happened to a business that so many of us relied on to provide quality products and service. Will never recommend Sears again to anyone.

They came, looked at it and found out what was wrong with the icemaker. The charge was about $400 for a new icemaker so we thanked them very much but went to buy a new refrigerator. I can't really say they did anything. They charged me $59 for the service call. They were here on time.

He called to say he's be there by 2:00pm. He did. I told him the trouble I was having with washer. He located sensor, fixed it and asked if I had questions or other problems. I said no.

It was very good. They showed up on time. They did the work they were supposed to do. It didn't take very long and it was reasonable.

The serviceman proceeded to give me an estimate to fix a Char-Broil grill even though he knew that was not the brand of my grill but needed to record “something” on my bill. I was charged $96 for his incompetence. I filed a complaint with Sears but have yet to hear from them.

They're fine. They're always there. They show up and fix the thing.