Sears - Manassas

They don't communicate well between their installers and their sales office.

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Having had good experience with Sears large appliance repair in the past, we asked for Sears when our 5 year old GE refrigerator needed repair because it was not cooling correctly. The technician Sears sent tapped into the sealed refrigerant system and added refrigerant. We paid the $79.50 deductible (this is a $75 deductible and only Sears charges tax to make it $79.50, which we were willing to pay if we had received competent service). We later learned from Sears that their technicians are not trained and are not EPA certified to work on sealed refrigerant systems. One wonders why they carry refrigerant on their trucks. After he left, the refrigerator began banging like bongo drums, and a second Sears repairman was sent to fix that. He said that the first repairman had added too much refrigerant, and he took some out. The demanded that we pay the $79.50 deductible again, and when we tried to get him to understand that we are not supposed to pay the deductible again when they have to redo their company's repair. He would not call his office, nor would he talk to someone at AHS. He became enraged and stormed out of our house, yelling, "Nobody ever come here again!" and slamming our front door. His attitude toward me was frightening. After he left, the loud noise like bongo drums resumed. Sears set up another appointment, and even though I specifically requested that they not send either of the prior two technicians, the second technician was assigned again. I learned this when this third appointment window ended with no technician arrival, I called to find out if the tech was running late or what else might be going on. I was advised that the technician had cancelled the appointment. It was the same technician number as the second technician. He had deliberately no-showed. A fourth appointment was set up, and Sears sent the first tech again. He could do nothing, and he claimed that sometimes refrigerators just make loud banging noises. A fifth appointment was set up with a different company, and when their tech finished examining and testing the system, he advised that the Sears tech had tapped into the wrong side of the sealed refrigerant system, that working on such systems requires special training and EPA certification, and that we would need to get a sealed system specialist to see if the refrigerator could be repaired. He also advised that the banging noise was coming from too much refrigerant in the system, which was causing it to boil and make that noise. He said that to do the repair properly, a specialist should have drained the system of refrigerant, fixed the place where it was leaking, and added back the exact amount of refrigerant shown on the refrigerator's label. In the end, because the system had been tapped on the wrong side, nobody would touch it, and we had to buy a new refrigerator. We considered buying the new one at Sears. But their sales department advised that any repairs to items they sell must be done by Sears service. Plus, their showroom had refrigerators in disrepair (handles falling off, etc.). So we bought elsewhere (the blue and yellow big box electronics store). We will never use Sears appliance repair again.

Installation was confusing. They arrived with the wrong microwave on the day of installation. Installation was delayed because of them.

unknown

It was very good. They did what they were supposed to do like getting to go above and beyond; it was as expected. We have used them before and were going to use them in the future.

unknown

They were fast, and it was easy to get an appointment. They were very efficient in getting here, and cleaning the areas that they cleaned. They knew what they were doing, and they were able to answer any questions on the spot. They were all good.

Perfect visit. Tires met my needs for an older vehicle. They were quick, informative, no-nonsense professionals.

Went great!

It never takes them more than 24 hours to get out here.

They provided good service. They were quick, efficient, and courteous.

I will not use them again. They were too pricey. The only reason I resorted to using them was because I couldn't get my lawn mower started to get it on to my truck to take it somewhere to get it repaired. There are very few companies that will come out to your home to do repairs and sears is one of them.

They knew the product line and the type of water in our area well. They also knew what type of pellets would be needed for our water type which was great.

HorribleI will never again use the Sears automotive department for anything in the future. Nor will I ever recommend them to friends or family