SEARS

There was no out of pocket cost. Overall, they're pretty average. It took them a week and a half to fix the freezer, that was a pretty big inconvenience for them to show up and okay, we diagnosed it, now we have to order parts, we don't have them. It was what I would expect out of a company. There was nothing mind-blowing about it, it was hey we're going to show up between 10 am and 4 pm, the guy is going to call you before he shows up. If it was free I would use them again.

unknown

There was no cost it was under warranty. They were here and it was terrific, but the job didn't last. It took a month for them to get here. They were on time, when they said they would be here, they showed up at the door about 10 minutes early. The unit is still under warranty so I will use them again. If it wasn't I would use someone from the Lexington area. I had to call them so many times and still have to call them. The installation of the seal was poor. It is a magnetic strip that goes around the door, so when you close the door, it seals the air inside, and it holds the door magnetically. It is preformed and when they put it on, it is too big for the area that they are using, so it won't seal the corners tightly, and that is where the leaks are. The guy tried and the seal just won't hold. I asked if another seal would be better. The second time they were here, and it still leaked and now they are due to come back a third time. It is the manufacturers fault, and they are not made as well as they used to be.

Their products are not as good as they used to be. I had to have them come back and repair the seals around the doors again. I will have to have them come back the third time. I will use them again because the unit is still under warranty. The unit seems to be fine. My freezer quit working, and I had a 15ft freezer, so I had all this stuff in there that I had to pawn out to my neighbors because we don't have a commercial freezer in the local county. It took a month and a half to get the freezer. The first store I want said they could not get the freezer at the price and deliver to us because they didn't have them. I went to the one in Roanoke and ordered one because they didn't have one on the floor, and it was supposed to be there in a week, and I went with my son to pick it up because they were going to charge $100 to deliver. My son and I went to pick it up, and they said that it didn't come in yet but they didn't bother to call or anything. They said it should come in next week, so the next week I was smarter and I called and they asked if I ordered one of those. This happened 3 times that it didn't come when it was supposed to. I went back to Covington, and I told the manager of the store what was going on, and she said she could get it for me, and what she figured out was that it was $5 less than the one in Roanoke. The one in Roanoke said that anything you buy from them has to be checked because it can't be delivered, well they did deliver it, and there was no problem. I was so frustrated with Sears that I swore I would never go back there. I couldn't get anybody on the phone that would give me any help. It was really a nightmare. I will never buy anything from Sears or through their catalog. I will go to the local one if need be. It was horrible. The price was fine, but they never got it for me. They could have not lied to me in the first place when they said that it was not available in my local store, and they could not deliver. I wanted to give the guy who started all this the opportunity to wiggle out, but he said he was busy.

unknown

I had made an appointment for Duct Cleaning in my house. I waited for 3 hrs and there was a no show. I called the toll free number and spoke with customer service who offered me a discount to reschedule saying that my appointment was cancelled because I did n't answer my phone to confirm. I have caller Id on both my cell phone as well as my home number, No unusual number had called nor was there a message left on either of my voicemails. I called a second time and was told that they could not send anybody out on that day and I would have to reschedule for another day. This is a horrible way to run a service and i will not use these people and I will also tell my friends about this incident.

They were nice and polite and they did a great job. I've used them before in an another state. So I know that they were a reliable company. I am giving them a C rating because I was expecting it was a mounted van or truck but it was one of the rugged doctor's that they brought in and I was not told that when they came. So it wasn't a truck mounted carpet cleaning. So I was a little disappointed, but it did do the job. I was hoping for the steam clean truck mounted one.

The first tank arrived damaged. It took way to many phone calls to try and get Sears to replace the tank. It took just about 3 weeks to get the replacement.

I sent out bid requests to 4 local HVAC contractors but did not receive a bid back from any of them. Why? Because I tried to protect myself by including a few simple contractual type agreements in my Invitation to bid which the bidding contractor had to sign and return with their bid. None of the agreements were outrageous. They were simple things like; requiring the contractor to repair any damages made by the contractor?s employees to my property and the neighboring property, requiring the contractor to repair any damages made by his employees to the new equipment being installed, etc. You would think that these reasonable and normal expectations should be a given and no problem for any reputable contractor; right? Wrong! These types of contractual agreements may work for a general contractor who could possibly provide the sub-contractor with future business but, if you are a homeowner of only one home, forget about it. The sub-contractor won?t even respond. I did receive a phone call from one of the subs saying he was ?too busy and with all the procedures, he would not be submitting a bid?. So forget anything you may read about protecting yourself when choosing and hiring a sub-contractor. I was very surprised to learn that most sub-contractors don?t even have a contract of their own and, those that do, are very brief and worded to protect themselves, not you. There should be a law requiring a general contract to protect both parties as part of any job of this scope. But, there is no such law so, it is up to you to carefully research and carefully select a reputable contractor. I ended up going with Sears for the replacement of my Heat Pump. I at least received a renewable 5-year maintenance agreement for my Heat Pump which includes an annual service visit (although Christopher, my Sears Sales Consultant said it would be a twice per year service visit), giving me a little peace of mind. Over all, the installation went well and the new heat pump seems to be functioning properly so far. The biggest issue has more to do with the Sears sales representative and the lack of follow up after the sale. I had contacted my sales rep after the installation by phone (left a message on his voicemail) and email with several questions after the installation and got absolutely no response. My questions to my sales rep were: 1. The Heat Pump I purchased was a Kenmore model but, the replacement Heat Pump that was unloaded from the installer?s truck was a Heil brand. The contractor simply replaced the Heil labels with those displaying the Kenmore name. Christopher, you had informed me during our consultation that the same manufacturer that built the Carrier brand also built the Kenmore brand of Heat Pump. But, you did not mention this was also the case with Heil and that my new heat pump would actually be a Heil brand. So, is this the case?? 2. You had also mentioned during our consultation that the contractors which Sears uses to install your Heat Pumps can work for Sears only. However, the contractor which showed up, Arctic Air based out of Front Royal, VA., does not contract exclusively to Sears. They did an excellent job and I am extremely satisfied with the installation they performed but, I am curious why you told me Sears contractors can contract jobs with Sears only. 3. When the Heat Pump arrived, the air filter for the air handler was missing. According to the contractor, my new heat pump was to have had a washable air filter with it. But, he found out later that the filter was supposed to have been ordered separately and, I assume, had not been ordered. Greg with Arctic Air went out of his way to obtain and install a filter for me but, the filter he brought was not a washable filter. I would like to have the washable air filter that this unit was to have been equipped with. Can you help me with this?? 4. When the contractor showed me the new Thermostat for my new Heat Pump, I noticed that is was a very basic version of the same brand I already had but, my existing model was a much better Thermostat. I had also told you during our consultation that my Thermostat was only about 1-year old and I didn?t think I needed a new Thermostat. Regardless, when I examined the new Thermostat to be installed, I declined the replacement Thermostat to keep my existing and better model from the same manufacturer. Can you help me obtain a credit for your returned unused Thermostat? To this day, I have not heard a word back about my concerns from Christopher (my Sears Sales Consultant) or anyone else with Sears about my requests and concerns. I hope this is not a sign with things to come with my maintenance agreement. Overall, I would recommend the sub-contractor (Arctic Air) who installed the heat pump but Sears needs to vastly improve their follow-up, customer satisfaction procedures.

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Took two weeks to get first appt. then he called in and took another 2 weeks and I cancelled the service contracts.

He came out to repair the refrigerator. He suggested surge protection that's made for appliances only. He advised a maintenance plan which was $600 for 10 items that can be put on the list to be serviced if something should happen to them. However, we were later informed that we were ineligible because we were a regular customer and had our other appliances under a maintenance plan. I was satisfied with the repair to my refrigerator but unhappy with Sears as a company. This is not our first time having issues with Sears. We had purchased a lawn mower with the attached canopy. The canopy did not fit on the lawn mower as it should. When we advised Sears they told us we had to go through a different manufacturer for this issue and so forth. I was upset because I bought the lawn mower from Sears not the manufacturer.

The guy who eventually repaired our washing machine was great, but my overall experience with Sears was horrible, mostly due to their customer service. My 2-year-old LG front load washing machine, which we had bought from Sears, was leaking. The first service tech who came to our house properly diagnosed the problem (there was a hole in the door gasket, which was causing the leak). The tech didn't have any LG parts in his truck, so he ordered the part for us and scheduled another appointment for a week and a half later to actually fix it. When the part arrived, it was very obviously the wrong part (a hose for the drain system). Turned out the tech had placed the order for the wrong part. When I called Sears' customer service department to try to get the problem straightened out, I was told a rep from the parts department would call me within 24 hours. No one ever called me back, so I called again to try to get the correct part. Again, I was told that someone would call me within 24 hours. When I told them that someone else had said that exact thing to me 30 hours ago, he transferred me to another department. That person seemed utterly uninterested in helping to solve the parts mix-up and transferred me to yet another department. After being on the phone with Sears for what seemed like an eternity, I finally spoke to someone who seemed to understand that the tech had inadvertently ordered the wrong part needed for the repair. The solution to the problem? Sears wanted to send out another tech to verify that I indeed had the wrong part. At that point, their routing department had closed for the day, so they weren't able to check on tech availability. So, I had to call back yet again the following day to check on tech availability. As it turned out, they didn't have anyone available before my previously scheduled service appointment rolled around. Rather than face an additional week and a half without a washing machine, I decided to just order the needed part myself online. It arrived in a day. The Sears customer service people never actually solved my problem. Three days later, the second Sears tech came by as scheduled. He immediately understood what had happened, deducted the mis-ordered part from my bill, and made the needed repair. The washing machine works again, but the experience was worse than dealing with an airline after being grounded by a blizzard.

I could not get my lawnmower to start and the guy from SEARS got it to start. He said there was no serious problem with it. I told him to service it and he did. He changed the oil and all. The guy from SEARS was polite and did his job.

They were affordable and very efficient. The price for the job was reasonable. They were good about the timing. The man that came out to do the work was excellent.

They would not come back out. They refused to fix our furnace.

The washing machine was making a lot of noise, it was kind of worn, so they replaced a part. I have an annual contract with them for about 5 appliances on a warranty. They are very good and I will continue to use them in the future. They get high ratings.

My experience with Sears was good.

The service visit and every interaction that I had with the people over the phone (the only way to get service) was horrible. I scheduled an appointment, got a confirmation call, and no one showed up. I received a call a couple of days later to ask about how my visit was and when I said that no one showed up the man who called me scheduled a second visit. This visit I scheduled when I knew that someone would be at my house - I had a friend staying with me for vacation. On the day of the scheduled appointment I got a call from someone around 10:00 am saying the repairman would be at my house in about 30 minutes. At 11:55 I got a call from the repairman asking for directions to my apartment when he was less than half a mile away. It is kind of confusing getting to my building and he said that if he could not find it he would call again. I didn't get another call from him so I assumed that he made it. A couple of hours later my friend called me and said he never showed up. I called the service number and eventually got a supervisor and told him what was going on; while I was on the phone he tried to get a hold of the repairman but he came back on the line and told me that he couldn't get a hold of him and he would call me back when he did. Around an hour later he called me back and said that he couldn't find the repairman and the he was going to try and get someone else to come for the visit. At 4:30 I got another call from the supervisor and he said that he couldn't find anyone and that he could reschedule me for first thing Friday morning. I told him that I was going to be going out of town that day and that I needed the repairman to be at my house at 8:00 am (the first call). He told me that would be fine. My friend and I got up at 7:40 am and waited. By 9:30 am no one had shown up and I called Sears again. The man I spoke to said that I was on the list and that he would send a message to the repairman to call me and let me know what was going on. By 10:00 am I didn't get a call and I called Sears back. The woman I spoke with said she would message the repairman and told me that I was 3rd on the list and that he was at his 2nd job. By 1:00 pm I called again and told the 3rd person I have spoken with that I wanted to deal directly with his supervisor. He listened to what was going on and put me on hold. After 5 minutes a man named Ron came on the line and told me that he was going to find someone to come to my house today. He called me around 3:30 and told me that someone would be there but he wasn't in Harrisonburg and he would be at my house by 6:00 pm, which was fine because I had a time. I told him that I was expecting a reduced price for the call and he told me to talk to the repairman who could call someone about it. When the repairman got there and spent about 5 minutes on my machine and gave me the estimate to fix it, I said no thanks. When I asked him about the discount he said there was nothing he could do about it.