Sears Appliance Repair

My technician Mehrdad was very polite, efficient and on time. He had the part with him (pump) and replaced it quickly.

I was initially smitten by the ease of Same Day/Next Day scheduling online. I would much prefer to do things quickly and efficiently online. However, the scheduled technician did not show up as promised and the appointment was canceled at 5:20PM. Somehow I managed to get to a live human who told me the tech entered that the customer canceled the appointment. Not true! So stupidly I rescheduled for a second attempt. Again, no show in the delivery window with a last minute cancelation. I could not get thru to an agent and the AI said " We are an AI only company now with no live call agents". Please don't waste your time - go with a local independent company!

The AI chats didn’t give me needed option to check on tech arrival. I was supposed to get a call in a.m. with expected time. No call. Found out if I kept opening auto text message, the expected time was noted but kept changing. Repairman came and did a quick part replacement which I appreciated.

Putting aside how expensive the service is, I felt both times I used the service, the technicians were not really interested in solving the problem. I am not going to doubt their experience nor expertise, but they seem to be just more interested in following the text book diagnostics and walk away. I really did not feel I got any value for the money paid.

The entire scheduling system is automated with no option to talk to a person. I set up a repair service 6/18 between 1:00-5:00pm. I took time off work to be home. They cancelled via automated text that afternoon and I had to reschedule for 6/19. I arranged for someone to be there from 1:00-5:00, the updates kept coming in all afternoon to later and later times. The final estimated time was 7:15pm. Then suddenly around 6:30pm I received another automated notice that the technician came and I was not home. This is a lie, I never left home and was anxiously waiting. No one came! Now I have another person waiting at my house from the new window 6/20 8am-12pm, with the first estimated arrival time now 9:30am. Praying they’ll come for the third confirmed day in a row. The service guy who was scheduled called me today 30 min prior to the appointment and basically said there was nothing he could do and it wasn’t worth it to even come. Update: I called a local direct repair service. I spoke to a real person who listened to my concerns. The guy arrived within 4 hours, troubleshooted, gave me some options, and worked for about an hour. He retrieved my ring before getting into the costliest option. Totally professional and respectful. Cost was $100.

The technician, John, was extremely helpful and knowledgeable about the problem. He gave us insight into what was creating the issue and how to avoid it in the future.

Double oven repair. Bob was very efficient and explained what he was doing as he went along. Good result, both ovens working now.