Sears Appliance Repair

Kwok Chan

When the technician first came to insert the dryer molding that put the glass in place was a disaster. I warned him that it is glass a couple of times. First: The technician body size actually does not allow him to work on a project like like. There is simply not enough room for him to play with. Second: He was not able to detach the dryer door entirely for him to do the job properly. So,he tried his own way but resulting in the glass to fall on the ground. Fortunately he did not break it. He tried the second time, but this time it fell on the ground again and broke. So, he had to order a new door for me. However, what is ridiculous is he quoted $320 for putting back the molding! If he knew how to do it, it would be a half an hour or at most an hour job. I think for him to give me a quote like is to trick me into taking out a home warranty plan. The plan itself is a trick or trap. So, the new door arrived and the same technician came to install it. Again, he cannot remove the dryer door for him to install the door properly. What he did was to make an opening on the door and squeezed the door in place. The door was finally installed but it's not properly in place, and I have slam the door before it closes. The technician said that was the best he could do and that I had to call Sears to have another technician to fix it. The whole project was a disaster and this is not the Sears Services I used to know. The point is I have filed this complaint a few times but nobody from Sears had responded. Nobody seems to care. This is extremely disappointing.

Carla O'Carroll

I have been trying to get my refrigerator door gaskets replaced since before July 6, 2020. My refrigerator has 3 gaskets of which 2 need to be replaced. Every time a technician comes to my home snd it’s been 3x they order silver gaskets which is a light gray color. When the parts order arrives at my home in the box are 2 black gaskets which do not match what is suppose to be on the refrigerator. I have called the warranty dept several times and get the run around every time. They send a technician back out to my home to take back the wrong parts and order new parts. This is the 4th time the tech is placing order. Still waiting to see if the right parts get delivered. It’s not the techs fault it’s the call center and whoever is getting the parts order together. Very poor customer service at the warranty dept it makes the A& E people look bad, I will never buy another Sears product again!!

Farasha Farasha

Called sears to have my freezer fixed. Everything went great on the phone. They gave me all options and answer all questions. I picked the service that you pay for the visit and parts in case you need to change any part. Also they gave me same day appointment which is great. The guy came and use a tool to open a blockage in the freezer. It took him 5 minutes to do that. When it is time to pay, I saw him charged me $200 more than the visit amount. I asked him why??? With no confidence he pointed to the tool he used to fix the freezer, which is simply a pump. I asked him to call the company to talk with somebody. He did not do that, he simply deleted the $200 extra money and I paid what supposed to. This totally ridiculous, all my appliances are Kenmore and I trust this company. This kind of behavior is cheating, we do work hard to earn our money. Please be aware to ask how much it will cost you to have your service done and do not pay whatever the guy that come to your house ask for. Just pay the amount agreed on.

Donald Cote

They came within a couple days but all they could do was order parts and return in 2 weeks, even after they sold me on a home appliance repair warranty. Then they installed the compressor and evap and left. After 24 hours, the compressor runs nonstop and the temp fluctuates 38-55 degrees. I called them back and the best they could do was set another appointment for 2 weeks later but indicated someone may call me back after the weekend to address my concern. I never received a call back so I called them. After being placed on hold for 90 minutes, someone finally answered. After seeing was upset, she put me back in the que for a manager. After 45 minutes the phone hung up. Even more upset, I called them back and was in the que for 45 minutes. They guy understood my displeasure despite my remaining calm and pleaded for his help. He promised he put me in for a callback. After 10 days, still no callback. At this point my patience has run very thin. Waiting for their return call to discuss temperatures fluctuation or the appointment visit, for which there better be no charge. I consider my self quite professional and able to hold my anger but they REALLY SUCK. Don’t call them.