Sears Appliance Repair

My washing machine suddenly stopped working. We use it every day, especially for work clothes - it's absolutely necessary. I was happy that Sears could come out within the next 24 hours. However I'm not sure the technician really knew what he was doing. He ran some diagnostics on the machine. Never took a panel off to see what the problem might be. Said I needed 2 parts replaced for almost $700! I asked him if he could break down the parts & labor. No, he could not, because he uses an app that just gives him totals. The other option was buying a home warranty for $65 a month with a $100 deductible. I could get a slight discount on the repair then. But I'd have to wait at least 30 days before filing a claim. So I paid him the $140 service call fee and he left. A friend recommended a guy who's been in business over 40 years. Called him and he came out the same day. He knew what the problem was immediately, over the phone. And it only needed 1 part, not 2, to fix it. He told me he'd hold my check until I'd done a few loads to make sure it was working OK. And it did. I paid him about a fourth of what Sears was asking. And he didn't try to sell me a home warranty. EDIT: the owner responded to my review and gave a phone # for me to call regarding my issue. I called but no one there knew why I was calling or could assist. They said no managers were available. The website address the owner gave offers no help as well. I am not sure why the owner responded except to try to make this company appear as if they care that I had an unpleasant experience. I have wasted more time. If Sears wants to help resolve my issue, they can refund my service call charge. That's about the only way I think I could walk away from this experience feeling less unhappy.

Do not waste your time with this company! I was scheduled for an appointment and they cancelled three different times on the day of service in which they gave me an arrival time of 8am-5pm. Who does that ??!! All communication is through AI so you can’t speak directly with anyone. So frustrating! I would never use them again solely on their customer service. Do not use them !!!!

The tech unscrewed the water pan & didn't screw it back in. This let to water leaking & causing water damage to several areas

This company is non-customer centered. You cannot talk to a person, only schedule online, and on a TWO separate scheduled appointments, they are a NO-SHOW. No phone call, no text message, just a NO-SHOW. Then to reschedule, it’s 2 more days out. This is very difficult when you have the AC not working in the summertime in Florida. Don’t bother with this group, keep looking for others.

My first tech that arrived had a bad attitude and closed my case without doing anything. Then Miguel was sent. I can't say enough, he was pleasant and nice. He kept us informed of what was going on with my ac system. He definitely went above and beyond, with all the issues he had, to make sure my ac system was up and running before he left. I appreciate everything. Angela

I was deceive, The representative that I talked to told me everything would be done in one day and any additional fees they will let me know. They didn’t have a glass replacement for my Range. That was the fastest five minute services for $127.33 I ever received, lesson learned never again.

Gavin was a great Technician, but Sears Home Services is horrible. Even horrible doesn't describe the chaos, the misinformation the long time it took to fix problem. What made it even worse was their internal systems kept cancelling our appointments because the system showed only 1 repair part was sent to me, but there were 2 parts in 1 box. In addition, the automated system kept sending me emails saying that I cancelled appointment would I like to reschedule!!!! I had to talk with 4 agents, 2 supervisors and 1 manager to resolve the matter and still had to wait for an appointment. This is the best part. Once the appointment is set up, there is no time given except the date between the hours of 8-5. What other kinds of business do that? None that I know. Even if it were between 8-12 or 1-5. Per Sears Appliance Repair-You need us..We don't carry parts on our truck...and we'll see you between 8-5. Oh yes, a call was not made advising that we will be arriving around 1 or 2. Unbelievable...but at least Gavin the technician was knowledgeable and did a great job. My advise: Don't use Sears Appliance Repair and don't ever get the Home Warranty for a washer or other appliance. This is absolutely the biggest rip-off in the world. I hope someone there takes heed to this and tries to remedy this business as it will be gone soon, like Sears, if it keeps up at this pace.