Sears Appliance Repair

Avoid this company at all costs. Our experience could not have been worse. We had a guy come out because our dishwasher was not draining. First he wanted us to sign something that said we would not hold him responsible if he scratched our floor. That was his solution instead of putting down a mat. Then he said he diagnosed the problem and that we needed a new part. part was ordered and that’s when the real trouble began. On the scheduled day they said they’d be here between eight and five. They kept changing the time and never showed up. That same thing happened FOUR more times before someone finally showed up to install the part weeks after our initial appointment. Apparently they think that everyone just has time to sit at home from 8 to 5 days on end instead of working. Then when the guy comes to install the part come to find out that wasn’t actually the problem in the first place apparently the dishwasher was not fixable. Unfortunately in the process of trying to install the part and find out the dishwasher wasn’t fixable the repair man got water all over our wood floor and ruined it so now all of the wood boards are raised up and warped. He didn’t seem to think it was necessary to clean up water that spilled on a wood floor. I have been trying for days to put a hairdryer on them to dry it out. He also got scuff marks all over our floor that somehow are not able to be rubbed away. Customer service doesn’t care at all about your experience or scheduling. They are all overseas if you can even speak to a real person. Worst experience of my life will never ever ever use this company again. Also, the cost of a repair was going to be essentially the same as the cost of a low end new dishwasher seriously save your money and your sanity and go somewhere else or just buy a new dishwasher.

Terrible service. Washer not draining and technician diagnosed and ordered parts on 11/5. Technician installed on 11/19 (earliest time company could come out). After installing drain pump and some electrical board, the technician started a 20 minute cycle and then left. He could have run a shorter cycle to see if he fixed the issue. He did not. Instead, he just did the long cycle and left. Spoiler alert, replacing the two parts did not fix the problem. Guess what you cannot do? contact the technician directly. Speak to a live customer service person. Get the tech to come back out and look at the issue. Run from using this company.

Terrible service. My furnace was never even looked at because the technician stated that they don't have a uniform to inspect furnaces in crawl spaces! He said "find someone and that I didn't tell him about my crawl space". I waited a week for this appointment and then took the day off because the window was from 8-5pm. At 4:30, I finally get an update that my appt is now moved to 7:10pm! He acted scared to get into the crawl space. I will inform Home Choice Warranty to end their services with Sears, I was told that I have a gas leak with my gas valve when I had my furnace tuned up and now I will have to wait for another appointment because the technician says that I should find someone else.

Sears’ has failed to honor my Home Protection Agreement. For over three months, my refrigerator has made a loud continuous noise, and despite 10+ service appointments, Sears has not fixed the issue, escalated it, or offered a replacement. Sears changed my address without permission, removed the directional indicator ("South"), and has refused to correct it despite months of calls. As a result, technicians and parts repeatedly go to the wrong location. Every representative claims they "cannot update the system," causing constant delays. Technicians have repeatedly ordered parts that never arrive, arrive damaged, or are incorrect. One technician refused to order the needed part because it was "five minutes past 6 p.m." and told us to schedule another appointment just to place the order. On multiple occasions, technicians arrived, sat in their vans without contacting us, then left—marking the visit as attempted service. Sears has promised several times that a manager would attend the next visit. I have called every morning to confirm, yet Sears claims dispatch "cannot be reached," and no manager has ever shown up. After months of failed attempts, the refrigerator remains unrepaired. Most recently, Sears again ordered a part but said it must be shipped to the wrong address because they still cannot update their system. This reflects a complete lack of organization and customer care. At this point, Sears has failed to diagnose, repair, or escalate the issue and has not honored the replacement clause. I am requesting an immediate replacement refrigerator. I have submitted a complaint with the Colorado Attorney General, Better Business Bureau, and will be filing with the Consumer Financial Protection Bureau as well. This pattern of delays, misinformation, and failed service raises serious concerns about Sears’ business practices and their treatment of customers with active protection plans.

The actual service was great, but the constant text messages and lack of any ability to speak to someone to confirm an actual time or to file a complaint is non-existent. Without a better back end to communicate with customers I will not be using Sears again. In addition the cost of the repair after the part was more than $300 and it took the tech 15 minutes to complete the repair. Highway robbery.

Terrible! I waited a week for this appt after someone told me that I need my gas valve replaced. Sergi never updated when he would arrive between a window of 8-5pm until 4:30 after I complained to Home Choice warranty that there was no communication. He showed up at 6:45 and tells me, after peeking at me from the opening of my crawl space, that he doesn’t have a uniform to go into my crawl space. He was watching me crawl towards my furnace to show him; lights were on down there and I had previously put down hard insulation and plastic to crawl on. I even offered him knee pads as I was trying to coax him in. Should I have offered him with a Modelo!? He replied get another service! Wow!!! Im going to request that Home Choice end their contract with Sears services. Unbelievable-a furnace technician who will not go into a crawl space. Oh yes-Sergi also displaced onto me that I didn’t tell him that I had a crawl space. One-I did not choose him for the repair and second-there was no form requesting this info. Beware of Sears, people. Save taking a full day off from work with terrible communication and scared technicians. Home Choice Warranty is going to be getting an ear full today. I may be writing about them as well after paying into their system for years.

My dishwasher has needed a new pump since June 8. I’ve had 4-5 no show appts, so I was so happy that he came at 6pm knowing the big job of installing a pump in a Bosch dishwasher. He was very professional and I was impressed of all the screws and wires that he took apart and put back together and it all works! He did a great job!