Sears Appliance Repair

There is NO customer service. It is all AI and no problems can be resolved. My service appointment was a no show the first time and the second appointment was rescheduled without my knowledge. Mind you I am taking off for these appointments. Do NOT use them!!! It is not the SEARS we grew up with.

I wish I could leave zero stars. I took off work to meet my 1-5 p appointment and I received a call from Jeremy the technician at 5:30 telling me he is not going to service me and he is just as frustrated with the AI scheduling an just as I couldn’t reach a live person nor can he. This is ridiculous and unprofessional. You want us the customer to pay for your time and yet don’t consider the value of our time. People please go elsewhere. Sears Service and Repair please do better.

Arrived during scheduled window. Provided quick diagnostic and explained warranty options and service pricing. Diagnostic price was reasonable, but repair price was extremely high for ice maker fan.

Jeremy was good… the second time around. He actually went inside my home. The second time using this experience was sad. AI sucked to talk to every time and support was very unhelpful after 20+ calls and 4 reschedules. Here’s what I said prior to finally getting my dryer fixed for $550 " I am writing to express my deep frustration and utter disappointment with your repair service over the past few weeks. What was supposed to be a simple dryer repair has turned into a nightmare of miscommunication, unprofessionalism, and wasted time, costing me hundreds of dollars, days of waiting, and zero resolution. On or around June 23, 2025, a technician named Daniel came out for a diagnostic visit. I paid $129 for him to spend five minutes diagnosing the dryer, which I was completely fine with. He confirmed the issue and ordered a part, stating clearly both to my point of contact on site and to me via follow-ups that no one needed to be present for the actual repair. I confirmed this multiple times with your team by phone. Since then I have had three separate appointments scheduled between June 23 and now. Here is what happened: Second appointment: I received a text at 7:30 AM confirming the tech was en route. I responded "OK, sounds good." I never received a call, update, or follow-up. At 4 PM, I asked how it went and received no response. I sent a third text that evening and found my number had been blocked by the technician. After calling more than 20 times, I finally reached someone to reschedule. Again, I confirmed for the fourth time that no one needed to be present for the repair. Third appointment: I spoke to the technician over the phone and told him someone was inside. He did not believe me, despite my tenant confirming she was there. Instead of going back inside, he left. While trying to resolve this, my tenant’s car was towed and she was unavailable the rest of the day. That technician refused to give me a supervisor’s number and ignored my texts afterward. Fourth appointment today: I cleared my schedule and sat in my Richmond townhome from 8 AM to 1 PM waiting. No one showed up. No call. No text. No email. I wasted a full day I had taken off to travel for the holiday and got nothing in return. I have spoken to several of your representatives and even sat on the phone with a supervisor for 25 minutes today with no resolution. I have been patient, respectful, and persistent, but this is now beyond unacceptable. Let me be absolutely clear I am not driving to UPS to return the part you sent. That is your responsibility. I am not paying for any part, service, or labor beyond the original $129 diagnostic. I want a full refund of all charges beyond that diagnostic. I want a technician to come pick up the part or you can consider it forfeited. I have lost time, money, and trust in your company. This experience has been the opposite of the excellent service I received from Sears in the past and I will never use your company again"

Time was from 8am to 5pm He was pleasant and nice. Told me what was needed quickly. However, he came at 4:30pm Would have liked for him to get to my house earlier. Had to sit at home all day waiting. Thank you

Had a scheduled appointment and they didn't show. Didn't communicate with a text or call. Their service tracker and chat were hours behind and it's almost impossible to reach a live person. When and if you do, they don't have updated information. Original appointment window was 8 AM to 5 PM, and after being pushed off for hours, saying he'd be here in an hour, I finally got an answer at 7 PM that he wasn't coming. Very frustrating. Wasted an entire day. Had to reschedule and there was no priority. Waited another 4 days to get an appointment. Awful. Do not use.

Jeremy is the man! He knew exactly what to do and was quick. He deserves 5 stars! He repaired a Kenmore dryer with new pulley and belt. Thank you for your expertise Jeremy!