Sears Appliance Repair

The repairman said there was nothing wrong, that I had loaded it incorrectly. We asked him to load the machine correctly before he left. Lo and behold, it failed to complete the wash cycle and the machine is not starting at all now. I think this was a bogus claim by the repairman. We requested another service visit, but no one has shown up, after 2 days. And no phone calls.

! To be clear the tech was polite and courteous and quickly (in less than 20 minutes) fixed the Fridge. When he arrived, however, Sears has some serious problems with their scheduling. On May 23rd I contacted Sears because our freezer was not cooling completely. The scheduler offered me several appointment times. I selected the 8-12 window. Made adjustments to my work schedule for the MORNING (8-1:30 understanding that if the tech showed at 12 the work might not be completed) of May 24th. I signed up for the text services at 7:00 PM on the 23rd. I received NO text on the 24th. But repeatedly called sears scheduling. At 1:30 I was on the phone with the scheduler and told that the tech. would be coming between 1-3. I had only made adjustments for the morning and it was well beyond 12. Had I known it would be an all day affair I would have made arrangements but I believed Sears at their word 8-12. The scheduler told me they "understood my frustration" and because it was beyond the window I would be on the schedule FIRST the next day, May 25th for the 8-12 slot. Our freezer at that point was no longer working I moved all food that I could to the refrigerator and tossed the frozen foods. At that point, the fridge was still working. On the morning of the 25th, our fridge was not working. I called the scheduler to check in because of the contents of the fridge and my experience the previous day. That scheduler told me he would be "honest with me" and I was 3RD! on the schedule. But again understood my frustration and my case would be sent to a customer service agent and I would hear from Sears. Again no text from the service other than the confirmation of the 8-12 appointment. At 12:56 PM ( this is again well after 12) I received ONE text saying the tech was on his way with a map placing him 2 blocks away. 55 minutes later he arrived. the first May 24th 8-12 appointment was not met the falsehood that I would be first on the schedule the following day the second May 25th 8-12 appointment was not met a refrigerator full of food that could have been saved had the scheduling department done what it stated on the night of the 23rd. Over 90 minutes on the phone with the schedulers 1 1/2 HOURS

Not good. $270.00 to put plastic piece back into position in freezer so water would flow into ice maker. Spent over an hour to remove ice that accummulated in freezer. Could have done that for myself. Service man would not roll refrigerator out from the wall until we signed a waiver for the floor. Would not turn the water to the freezer/ice maker back on at the spigot in the wall, but had me do it instead. Was more interested in selling a service congtact for over $50.00 / month than performing the repair he was called for.

It was good; it was a good experience. There weren't any problems. It was fine. It was under warranty so it was no charge. The quality was good. Their professionalism was great.

I called Sears Home Services. They sent me email messages & called me to confirm the appointment. They called to tell me that the service tech was coming. Larry, the service tech, called me when he was on the way. He arrived within 15 minutes. He diagnosed the problem immediately. He had the new motor in his truck & within half an hour he had installed the new motor. He was the epitome of courtesy & professionalism. My ice maker works great, in fact, I think it works better than when it was new.

Worst service we have ever experienced. Tech said we needed a new motor, which was over $400. He then sold us a service agreement and said it would then be covered 100%. Said he would return with motor after we received agreement. Weeks later, the same tech then returned, said "you need a new motor." Then he said he had to order a motor. The next day, Sears called and said because the dishwasher was so "old" they couldn't find a motor yet. (Machine was only 5 yrs old, and we only used at our winter home for 2 yrs.). We then cancelled repairs, cancelled part order and got a refund for service agreement. Sears called to confirm we wanted part cancelled. Two weeks later, we found a dishwasher motor on our deck! It took one month and 11 calls explaining the situation before Sears had the part picked up. NEVER will deal with Sears again for anything!

Still waiting on Home Warranty people to figure it out... I have to take off another day from work... DAY 3... I could have bought a new dishwasher for all of the work I'm missing!!!!! and almost 4 weeks out!!!!

They are excellent. I would absolutely use them again.

They checked the washer, dryer, double oven, dishwasher and refrigerator. They came in 3 visits and sent out technicians who specialized in each appliance. They did a great job, went above and beyond with accommodating to my schedule and I was very pleased with them. I've also recommended them to my friends and they have used them as well.

After taking an entire day off of work to meet the technician, the technician failed to show up. I called for several updates throughout the day and was assured that they would be there. No one ever showed up. We ended up having to reschedule and I had to take another day off of work. I provided feedback to Sears regarding my experience, but the poor customer service was never addressed. Ultimately, our oven was fixed, but I would not use them again. The repair cost was high and their lack of respect for my time is a complete deal breaker.

Sears Cleaning Services sent two technicians out the same day I called for service in a 1 -5 window. Jonathan and Rodney arrived by 2:30 sooner than I expected considering the last minute request for service. They did an excellent job and left the premises very clean. I will ask for Jonathan and Rodney the next time I need service.

The service man was very professional and the job only took about 20 minutes. We live in a rural area and have always used Sears with great results

After waiting an hour and a half past my service time, the tech show up and completed the job. Very poor communication in the servicing process and the arrival time for the tech

The provider came on time. He worked efficiently and when he left everything was clean. He did try to sell me different products but was very professional.

Week 1-2: Technician 1 ordered the wrong parts for the fridge. This was only confirmed when another technician came to the house. Week 3-4: Sears was convinced that the parts for the fridge had never shipped to my house, they were convinced it was on back order. So this was the reason they did not need to come to my house. I kept calling Sears to tell them the parts were in my house. I had to re-book my appointment and have Sears come to my house. It was only when the Technician 2 came that they were finally convinced that the parts were in my house. The technician opened the box ,to find out the wrong part was ordered Week 4-5: Technician 3 tries fixing fridge. He promised the fridge would cool after he left. The fridge never cooled. Week 5-6: Technician 3 tries fixing fridge again. Fridge cools for three days then stops working. Week 6-7: Technician 3 tries fixing fridge again. He says fridge is irreparably damaged, that I will get a new fridge due to warranty. Technician 3 leaves house telling me that I will get a call later that same day from Sears. He said Sears will give me details of an equivalent fridge. Week 7-8: (November 16th), I get an automated call from Sears saying that I should be at home from 8-5 p.m.!!!! saying that I requested a senior technician. I call Sears to ask what is going on. They cannot shorten the time, nor even answer why a senior technician is requested for the 17th of November. I was by the operator, that I requested a senior technician. At 4:30 p.m. on the 17th of November, I get a call from a Sears Technician 4 telling me that I requested a senior technician. He is honest with me that he is not a senior technician, and might not be able to handle my request. I told him whatever he does I am leaving the house 5:00 p.m, since I had been stuck at home from 8 – 5 p.m. I asked him for his bosses number, but he said I should call 18004694663, to talk to his boss. I leave the house 5:05 p.m. I call the 1800 number demanding to speak to a manager, but instead I was put on hold for 20 mins. I ended up disconnecting. How do I know who is a junior or a senior technician? Why should I want another technician? This is after dealing with 4 technicians. As of 17th November, I have 4 boxes of wrong parts in my house, a non-working fridge, no scheduled appointment. I have also missed work multiple times because of Sears not doing their job. 18th November, I call Sears again to ask why nobody came to my house yesterday. I was told that a senior technician was not available. I asked to know why I was not informed, and why I needed a senior technician. I could not get a response. I proceeded to book another appointment for the 21st of November. I get an e-mail saying I have to pay $99 diagnostic fee, after Now this is crazy. I have called to cancel the service for 21st of November since I am not paying $99 for something I have already paid $300 for. This is especially when I have had no explanation for what is going on. I later emailed Sears home solutions on the 18th of November, and I have been told my case is being escalated. I was told I would hear back at most in two business days. Today is the 21st of November, I still have not heard anything back. I am now beginning to believe that Sears modus operandi is to collect money for a service, frustrate you to go else where. If by Black Friday all is not resolved. I will just count my losses get a new fridge, and see how I can report this case to Better Business Bureau, Angies list and any other website I know.

Week 1-2: Technician 1 ordered the wrong parts for the fridge. This was only confirmed when another technician came to the house. Week 3-4: Sears was convinced that the parts for the fridge had never shipped to my house, they were convinced it was on back order. So this was the reason they did not need to come to my house. I kept calling Sears to tell them the parts were in my house. I had to re-book my appointment and have Sears come to my house. It was only when the Technician 2 came that they were finally convinced that the parts were in my house. The technician opened the box ,to find out the wrong part was ordered Week 4-5: Technician 3 tries fixing fridge. He promised the fridge would cool after he left. The fridge never cooled. Week 5-6: Technician 3 tries fixing fridge again. Fridge cools for three days then stops working. Week 6-7: Technician 3 tries fixing fridge again. He says fridge is irreparably damaged, that I will get a new fridge due to warranty. Technician 3 leaves house telling me that I will get a call later that same day from Sears. He said Sears will give me details of an equivalent fridge. Week 7-8: (November 16th), I get an automated call from Sears saying that I should be at home from 8-5 p.m.!!!! saying that I requested a senior technician. I call Sears to ask what is going on. They cannot shorten the time, nor even answer why a senior technician is requested for the 17th of November. I was by the operator, that I requested a senior technician. At 4:30 p.m. on the 17th of November, I get a call from a Sears Technician 4 telling me that I requested a senior technician. He is honest with me that he is not a senior technician, and might not be able to handle my request. I told him whatever he does I am leaving the house 5:00 p.m, since I had been stuck at home from 8 ? 5 p.m. I asked him for his bosses number, but he said I should call 18004694663, to talk to his boss. I leave the house 5:05 p.m. I call the 1800 number demanding to speak to a manager, but instead I was put on hold for 20 mins. I ended up disconnecting. How do I know who is a junior or a senior technician? Why should I want another technician? This is after dealing with 4 technicians. As of 17th November, I have 4 boxes of wrong parts in my house, a non-working fridge, no scheduled appointment. I have also missed work multiple times because of Sears not doing their job. 18th November, I call Sears again to ask why nobody came to my house yesterday. I was told that a senior technician was not available. I asked to know why I was not informed, and why I needed a senior technician. I could not get a response. I proceeded to book another appointment for the 21st of November. I get an e-mail saying I have to pay $99 diagnostic fee, after Now this is crazy. I have called to cancel the service for 21st of November since I am not paying $99 for something I have already paid $300 for. This is especially when I have had no explanation for what is going on. I later emailed Sears home solutions on the 18th of November, and I have been told my case is being escalated. I was told I would hear back at most in two business days. Today is the 21st of November, I still have not heard anything back. I am now beginning to believe that Sears modus operandi is to collect money for a service, frustrate you to go else where. If by Black Friday all is not resolved. I will just count my losses get a new fridge, and see how I can report this case to Better Business Bureau, Angies list and any other website I know.

They were on time, very courteous and did a great job fixing my refrigerator - I highly recommend.

Excellent service, very knowledgeable and prompt.

They did good work. They were quick and did good work but they were expensive. I hope they can be less pricey. I would use them again.

They weren't able to find out what was wrong. They said they would have to replace the whole door so we opted to get a quick fix. The fridge door wasn't sealing. I thought it was jut mechanical. So you have to make sure it's shut. Maybe something is wrong with the seal but I am no sure. He was nice, on time but he acted like he was tired of us.

It was alright. They did what they came to do. Their responsiveness was fine. The guy was fine.

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They were fine. I think I spent around $80. He said he couldn't fix it. We had to go out and buy a portable ice maker and then our Ice maker started working again. He didn't know if he fixed it. The price was reasonable.

It was a little pricey. He was a little late and didn't call. He knew what he was doing and fixed it.

They were fine. They did a nice job. They were on time. They called ahead. They were informative. They fixed my oven so I was pleased. It was good and I was very pleased with the help they gave. It seemed expensive to me.