Sears Appliance Repair

I’ll just start by saying that when the right technician was finally sent to do the repairs, LT was capable and did a good job and made himself available and went above and beyond. I can’t say the same for the entire Sears home services team, however! So the five stars apply only to LT but not the remainder of the Sears home services staff and definitely not for Sears online or phone communications. Reaching a live agent on chat, or calling the phone number is the most complex process I’ve ever had to endure. I can’t say tell you with conviction that I have had better experience and results elsewhere. I’ve dealt with this recurring issue with my fridge since Dec 23. Problem diagnosed by LT and parts ordered and paid for prior to job completion. Then the pain started and this back and forth has taken nearly three months to complete because Sears home services cannot seem to understand the importance of continuity of care. Several different technicians were sent to complete the job. Every time a technician comes other than LT, they either are unfamiliar with the fridge, lack knowledge on how to fix or they had no clue that there were prior appointments and work completed and that this is a recurring problem. The disarray in communication is unfathomable. I’ve lost a lot of energy getting this problem taken care of and have had to throw away at least 3 loads of food and foodstuffs from a fully loaded fridge. Not a happy customer…

a month ago

Good afternoon. I am writing this review for technician and the entire repair systems. First, I will review today's technician. Today's technician was mildly speaking rude. When he first arrived, I was baking and my oven is near by the fridge. I apologized and just told him that I may have to interupt his work at one point to take my dish out of the oven. He said that he needs room to work and that if I want, I can reschedule. Reminder: our repair window is from morning to evening. I bit of flexibility would be appreciated. We have to eat. Next, the repairman is unable to identify the problem on the fridge - I asked him what was wrong with my fridge. He said that previous technician said that the pump was leaking but he cannot see the leakage. I explained that we had a lot of issues with the fridge and that it is costly when it happens. So i asked him what pump and what exactly is he working on since he cannot see the leakage, he said that he has no time to explain to me and has to work. Now I'm thinking what is the problem here - does he know what he is doing? Maybe he does but in this case he is replacing part that someone else identified as a problem which he doesnt see as a problem. He is not doing his due diligence to check what the true issue is as he is in here just to complete the job another technician started. Mind you, we had multiple (at least 5) repairs on this fridge. Why change technician? How is this beneficial to you as a company? Previous technician said that another technician ordered the wrong parts...so he ordered more parts. This is such a mess. The technicians don't talk, some do bare minimum and the some (the last) technician come with attitude. I hope someone reads this and use it to identify core issues, help your repair team and customers.

4 months ago

Michael was great. Here and gone in an hour to repair our refrigerator doors. Sears kept us posted of his arrival time and I paid electronically. The charge was reasonable. Thank you.

2 months ago

Tech was great. Price was ridiculous! Over $350.00 just for labor and less than an hours work. Water pump replacement. This repair cost about half on a new washer. I will look elsewhere for my next appliance service.

3 months ago

From the very first appointment I rearranged so I can be home and wait for the text it's from 8:00 to 5:00 I think 8:00 to 6:00 take never showed up got a text mid afternoon that it had been rescheduled from then on did you reschedule appointment was either no but ones home or the wrong apartment it kept going to apartment 302 or 1302 my apartment number is 1402 when I first recognized it's on the requisition I called Conn's the warranty company Sears still the apartment number stayed the same and it kept saying no one was home I rearranged my schedule appointments to be home to make sure I'm home when the tech came I kept getting a text no one is home I got a picture of a front door that was not mine and I sent them a picture of my front door it was very frustrating for me I'm a senior citizen with CAD this has put my health in very rigorous condition finally a text showed up and I eventually got my refrigerator fixed I'm very disappointed and serious repair service. I text my home number to have them call me when they made it to the premise I got one call and one text showed up he needed a part when it when the part came it was a different tech and of course the first few times I got that text no one home when I tried getting it back on the same day I'll get a text if he's on his way he'll be there still no one came.

a year ago