Sears Appliance Repair

I have a contract with Sears Appliance and Hardware Store to maintain and fix all the appliances I bought through them. If I need them, I go to sears.com. They're very good. They send sub-contractors, but whoever they send me has been good. They're always been punctual, courteous and well-trained. I will absolutely continue to use them in the future.

It was awful. They don’t show up. I bought their extended warranty and some other deals that covered stuff and after three times that didn’t show up, I just cancelled it all. I was being very patient with them. Signing up for the contract was not difficult, because I did that on the phone with an agent. I solicited them, they didn’t solicit me, I ran across something and called them and once it was all set and done I was ready to make an appointment but they couldn’t do that and I had to call a different number to do that. They put me on hold forever, I finally got an appointment, and they called saying they can’t make it. Instead of rescheduling it, they wanted me to call the special number again to reschedule even though they couldn’t make it. I successfully made three appointments at the special number and they didn’t show up all three times. I got an automated callback each time saying they will not be able to make it, that I need to call back and reschedule. It was ridiculous. I don’t even shop there anymore. I gave my credit card back. My husband wanted a specific organizer for his tools, I went back to Sears against my better judgment, and that was a nightmare as well.

We have a yearly contract with them. It took a few visits to finally fix the problem. They finally sent a man who was familiar with the problem. I think they are improving.

It's really a pretty good deal We pay $450 for two years for four different appliances, a refrigerator, a washer dryer, and a freezer. If we hadn't had the service policy, it would've been over $200, but it only cost us $35 every time they come as we have the service policy. If they can't fix it, then they replace the appliance for us. We had a freezer that instead of freezing, just did the opposite and everything got really hot and it melted. They replaced the freezer and they also gave us $250 to replace the food inside.

I have used sears repair before and they were prompt and as we have almost all kenmore are always our first choice. We had a dishwasher that didn't drain. however the last time tried them they had gone to online booking. We booked the first slot in the week Mon AM, got the confirmation online, and waited. They were supposed to phone in the morning confirming when in the four hour window they would come so I stayed home and waited until I had to go to work. SO 15 minutes out the door and well after the appt window they show up unannounced. My wife sent them packing as they stated it wasnt them that was supposed to phone but the head office. We had phoned the office at 10 am in the morning to check on them and got transferred to a dead number. Sears did phone later trying to explain why they messed up and offered us another appt days later in the week that didnt fit my schedule, but frankly my time worth a lot more than theirs, so we went with a local service that fixed it Tuesday morning. They quoted $90 for the evaluation which was $30 more than the provider we chose.

I have maintenance contract with sears for all my appliances and TVs. Living 50 miles from Houston, I need to be able to call Sears and get any kind of service I need. Well worth the money.

The time frame for the service call was 1:00 - 5:00. My wife stayed home all afternoon so as not to miss him. Wife called dispatch at 4:50 and was told that the dispatcher could not call the repairman but it was still scheduled. Called dispatch again around 6:30. Dispatcher had no record of the repairman doing a repair. At 7:30 dispatcher now said that the repairman reported he had called at 5:12, but no one was home. THIS IS TOTALLY BOGUS. We both were home, car in driveway. We had no phone call from the repairman (#094151), which is the absolute minimum one should expect. He had two phone numbers for us. If he even made a call somewhere, it must have been to the wrong house. Personally, I suspect he found himself at the end of his work day and took the easy way out - blame the customer. If you can avoid Sears repair, do so. They have not trained their technicians in how to communicate or deal with costomers, and the dispatchers have no way to actually communicate with the technicians.The dispatchers, by the way, are individuals working from home, not some central Sears office.

After three service visits, time off work to meet service techs, and lack of repairs completed, I bought from Home Depot a LG top load washer with much better warranty, replacement of product following three service calls with no resolution to problem, and savings also.

I scheduled service online at Sears because there was a strong smell of smoke coming from my dryer - and I had purchased the dryer from them. I was given an appointment window of 8-noon the next day. The tech, Jason, called at 8:40 to tell me he'd be here around 9:00am and he was. When he found that it was a stacked unit he told me he'd have to call another tech for help (this is my only complaint since I put twice in my correspondence online that it was stacked since I knew one guy couldn't do on his own). The other tech wasn't available so Jason left for his next job with a promise to return. Jason called again around 10:30 to let me know he'd be here around 11 with the other tech and they were. They pulled the dryer down (and put it on a moving blanket that I provided so it wouldn't scratch the hardwood), opened it up and (gasp!) half the unit inside was caked with burnt lint. Turns out we had a fire in the dryer...yikes! Jason fully explained how the dryer works on the inside and how/why the fire occurred. He then cleaned out the burnt lint and the rest of it, closed it back up and set it back on top of the washer. He told me that the cause of the lint build-up was the vent leading outside. He never tried to up sell or tell me that anything was wrong with the dryer unit itself - in fact, John measured the heat on several cycles and said that the dryer was in perfect working condition. I told him that we had a vent cleaning before but that I suspected there was an issue with the vent (for several reasons that I won't bother with in this review) and asked if he could recommend someone to clean it correctly. He informed me that Sears does vent cleaning but again didn't try to sell the service to me. Toward the end of the call as he was cleaning up (vacuuming my floor and a nearby rug), I asked if I could schedule the cleaning online as I did this service or if I had to call. Only then did John offer to call them for me and set up the appointment. He called right away and I was able to get a same day appointment (I'll post a different review on that once it's done). For this service, the guys were great. Very polite, professional, honest and on time. I'll definitely use again and recommend.

It went very well. I liked the sales rep and the Sears contracters were professional, punctual, answered questions, explained approach to job. I'm well pleased.

They were not cheap but they were good. The freezer works fine now. They have done it when they said that they would. They were professional and they fixed the problem.

We decided to not have the repairs and have a get a new one, but then decided to look at it ourselves.

Not good took two weeks to get dishwasher reparied

The guy just knew how to repair my stove. He was pretty fast and on time.

I called for an annual check up for all my appliances. They were very accommodating, and have good quality service.

I had a service plan that I paid $200 a year for to service all my machines. They were prompt with their service.

We purchased a washer from them and we immediately had problems with it. We called them to come take a look at it, and he told me there was nothing wrong with it. Because he did sell them to me, he said he would go ahead and replace it. He did replace it, but he didn't look at any of the connections we had bought for the first ones. He assured us their was nothing wrong with them, but when we got the new one we found out he had lied. I have continued to have problems with them. I called them again last week, and had a technician come out. He told us that he found a broken piece, and he ordered it right there. He assured me that the problems with the washer were normal, but nobody else I talked to agreed. I also had another tech come out last week, and he told me that the problem was mine, because it was from the wall to the outside. He was in my house for over 40 minutes. I told him nobody ever checked the other connection, and that couldn't be. After that he said you are not listening to me, and he left. I later found out that he said that he was never here, and canceled the appointment. Because of that I missed my 4 visit lemon rule. We have always bought our stuff from sears, so I was expecting the service to be wonderful. I talked to them a few days ago and they said they would send out another tech, who would not be rude. There is obviously a real problem with the service department of the sears in Longview. At this point I don't think I would ever buy anything from that store.

Virtually everything that could go wrong went wrong. Repairman did not show up when scheduled and no one from Sears called to let me know. Dispatcher refused to try to contact repairman. When repairman showed up 5 hours late, his truck had broken down and dispatcher had been informed, but did not pass on the information. Parts had to be ordered. When they came in, Sears sent them back without checking with me, and had to be reordered. After repair, dishwasher operated, but makes more noise than it used to. Plus, during the repair, repairman kinked the copper tube connecting the water supply, which I had to replace myself later. After repair, Sears tried to charge more than the estimate, claiming that the price of the parts when reordered was higher than when ordered the first time; when I objected, the price was reduced.

They were pretty good. Their customer service is poor and unprofessional. I ordered something and they sent it to me, but it was too small. I needed an 89.5 blade and they sent me one of about 90 something and they would not fit. So I called them up and they informed me that it was not their fault, they said that it was your fault and I said that that is nonsense. I called them back and they said they had sent me out a return postage and I waited back two weeks on that and they never did. I called them back again and they said that they sent it to me through e-mail and I said I never got it. I then called their manager of the over whole shipping department. I guess Sears used to be good until they started I guess going for the money and then their service went down the drain. I used to see Sears' trucks going all over down the street, but when you go to them to have something fixed they seem not interested in helping you.

The service from SEARS was good. They did damage the kick plate on my door with their big machine. I'd just put it down there. They need to be more careful about that. They were very professional, they did a great job. They explained everything in great detail even before the service. They call you back and explain to you exactly what they are going to do and how they're going to do it. It was really beyond what I expected.

It went very well. They came out the same day I called and there was no problem at all.

I calledSears and they assigned a technician to come out between 10am and 2pm . He arrived around 1pm and immediately found out what the problem was. He diagnosed the problem was the computer board and he would have to replace it. He had a refurbished unit on his truck for or a brand new unit so I went with the new unti for peace of mind. He was in and out in less than one hour and was very professional the entire time, cleaned up after himself and explained what he was doing each stpe of the way.

The technician was timely, professional and quickly diagnosed the problem (our vent needed to be cleaned). We arranged for a separate service provider (another Sears entity) to perform the vent cleaning (which solved the problem) as this technician was not equipped to do vent cleanings. The technician clearly explained the problem and did not attempt to perform unnecessary repairs. We only had to pay a $75 diagnostic fee, which we felt was reasonable. We have used Sears Home Serivces in the past for other appliance repairs and will continue to consider them for future services.

Technician was very honest and knowledgeable. He didn't try to fix something that wasn't broken.

Called this location on 8/12/12 to find out if they had a washer bellow in stock for us to pick up. The woman answered the phone, asked us to hold on and put the phone down (not on hold) and could hear her whole conversation. Hung up and called back and no answer at all. Hung up and found the part at another local company fThen, scheduled a repair appt. install the part. Had an appt. time between 8am-12pm (lie #1)for repairs on our Kenmore front load washing machine. Per the email from Sears Home Services said I'd receive a call from the tech the day before - I didn't (lie #2). Called 800-424-2047 to some foreign call center and the rep told me I was the next scheduled appt. (Lie #3-see below) and that she'd send the tech a msg.and have him call me (this was 1 hr. remaining in the appt time frame). When I called back after 12pm, since I hadnt heard from the tech the rep. then told me the tech was at a location on a 3hr. scheduled job and there were two other appts. scheduled ahead of mine. After being pushed around and having my call and quot;escalatedand quot; over and over, I informed the phone rep. that the company had never had any intention of meeting the 8-12 appt. time with 3-4 other appts beside mine with one of them being a 3 hr. scheduled time allotment. The rep. offered to give me a discount on the repairs if I decided to continue using their services, but when I requested the first appt. of the day, she quickly said, and quot;I can't do that.and quot; So the same moron that scheduled and routed this technician would be doing the same thing on my next appt. No WAY!! BTW, the technician (who I am not upset with other than him not calling me to tell me he was running behind) did call almost 2 hrs. after the 12pm appt. time frame to say he was finished and on his way. Obviously, the foreign customer service rep or local scheduling moron never informed the guy that the appt. had been cancelled. I told him that I had scheduled with another company already and unfortunately SEARS practices left him with no way to meet the schedule that they gave him. He was very kind and helpful, but I'll never give Sears another penny of my money whether it be appliances, repairs, tv, clothes, etc. and will never recommend them. I have set foot in that store and online for the last time.