Sears Appliance Repair

The service technician was nice and knowledgeable. Very frustrated that the washer was not even five years old and already needed a 600.00 replacement board! The real people were easy to work with but the "computer" person who I had to "talk" with 8 times to find out when the tech would arrive only to find out the computer told me after 7 hours of waiting, the order was shut down for the day! No consumer should have NO ACCESS TO A HUMAN REPRESENTATIVE! This is not good customer service.

I've been waiting since 1pm I have a four hour window up until 5pm It was stated that I would receive two text one before and the second one to update me with no text whatsoever is pretty bad so I I go back and check my original email which takes me to their website I see that the driver is not due until between 5:41-6:12 no text nothing whatsoever, I personally do not appreciate unprofessional businesses customer service is really big in my book and to delay me without a text or a call is bad customer service and unprofessional my time is just as valuable as yours I'm done. I have not received the service and do not want it now.

I found this service to be inept and predatory. We paid a $129 diagnostic fee to have a tech press a button on our dishwasher and say there was nothing wrong with it, despite my careful description of the issues we'd been observing. When those issues continued to be a problem I tried calling Sears Home Service but there was no way to speak to a human representative, only an AI bot, which assured me that we would not have to pay another diagnostic fee for the technician to come back out since it was for the same issue. However, when that same technician did come back out and confirm that my dishwasher was indeed broken (it was determined that repairs would cost more than the unit itself and thus they recommended just buying a new dishwasher, despite it only being 1 year old) he said I still owed the $129 diagnostic fee again. When I disputed that, he said he didn't know how to override that in his payment system. When I asked to speak to management, he said he did not know how to put me in contact other than to have me click 'refuse to pay' in his system and wait for Sears to contact me directly. This company clearly has inconsistent policies, questionable technicians, and provides no meaningful customer service or paths for recourse. Book at your own risk.

The repairman and the repair were fine. The time it was scheduled was a problem. I was told he would be there in the morning between 8:00 to 12:00. He didn’t come until 3:00. I was not kept updated on the time like the text said I would be. I was very frustrated. My time was not important to them. The AI scheduling is a pain. Sometimes you just need to talk to a human.

Frank did a wonderful job with the Bosch dishwasher. He was punctual and polite. Great communication throughout the entire process of arrival and the work that needed to be done. Highly recommend!

Technician was courteous and knowledgeable. Provided necessary information to make an informed decision about the course of action. I was able to get same day service.

The tech was very professional and friendly but pricing is way off. 135 for diagnostic plus an additional 450 for parts and labor for a 17 dollar part and half hour repair is insane. Felt completely ripped off after since now I'm out a washing machine and 135 dollars. I regret going with Sears.