Sears Heating and Air Conditioning

Cheryl Turner

11/09/2017 Just as promised I am posting a review for Sears Home Services. The absolutely worst customer service ethic out there. The worst! On Monday, 11/07, I sat here all day long waiting for a tech to come and fix the ice maker on my Kenmore refrigerator (less than a year old) only to be told that it was out of warranty!!! After much deliberation and being told I had to prove it, they finally conceded they had input the wrong date for my purchase. So after he said he fixed it with a new motor for the ice maker, which he tells me go out all the time, he leaves. The ice maker never made any ice. Did he actually replace the motor? I think not Fast forward. . . I call this morning to complain and to make yet another service appointment. I am told the first available appointment is not until 11/21!!!! Really I have to wait that long for some one to fix a problem that should have already been fixed?!? Yes, she tells me. I say may I speak with a supervisor? No, she says. She tells me she has the authority to handle this. I finally had to get angry and demand a supervisor. Well, that conversation was even worse. She was rude, unhelpful, curt, and frankly she did not care. Basically I was told "Take it leave it" When I asked for some one over her, I was told she was last person i would get to speak to. Wow!!! That's great customer service. So Sears Home Service has people in charge with basically no customer service skills what so ever. Her name was Faye. This is how I was told her name :F as in Frank, A as in apple. . . you get he rest. Oh and she practically yelled it art me.

Nathan Ames

Not as big as some of the Sears in the area but the prompt service and friendly staff make it a great store with plenty of parking

pgerardsmith

I've been a Sears customer since 1977. In the past week I've dealt with the employees in this store. The girls need lessons in answering the phone, being courteous and speaking so they can be understood. I bought a battery last week and the girl at the counter had no people skills. Might be a good idea to put the employees thru some kind of class to improve their skills. Just sayin'.

wallace Marsh IV

I want to be clear that this review is for the Sears customer service warranty repair department. I cannot review them, so I am reviewing the store from where we purchased our appliance. We purchased a Kenmore Elite refrigerator/ freezer unit less than two years ago. We also purchased the extended warranty. On Sunday, October 9, 2016 we came home in the late morning to our refrigerator sounding like a small lawn-mower. I immediately thought it was the motor or compressor. I checked items in the freezer and refrigerator and found them to be already thawing out. Luckily we have another refrigerator in our garage, and spent the next two hours moving things to the garage unit, and throwing things in the trash that had already spoiled. I called the Sears repair phone number 1-800-4MY-SEARS, and spoke to a lady. She said the earliest someone would be able to come out would be the following week. I scheduled the appointment. Then, I got to thinking about the money we spent on the unit, how new it still is, the fact that we spent the extra $500.00 on the extended warranty, and that just didn’t sit right with me about the appointment. I called back and a different person was accommodating, and was able to set up an appointment the same week on Thursday between 1 and 5pm. I had a friend there waiting for the technician. My wife received a call without a voicemail at 4:40pm, and no technician ever arrived. My wife and I both called and were not given any explanation as to why no one ever showed up. We set up another appointment for Wednesday, October 26. Apparently there is no cause for concern when someone’s appliance is not working. This morning, Monday, October 24, I received a call and voicemail from Sears confirming an appointment for Tuesday, October 25. What?!!!! My appointment is supposed to be for Wednesday the 26th. I have arranged my work schedule so I would be available to be there for the technician. When I called to find out what was going on, they said they had a technician available to come out before Wednesday. When I told them that I originally had a Wednesday appointment, the lady, Agatha, told me that because they had an earlier day available, they changed my appointment. I told her that would not work, and I needed to keep my Wednesday appointment. Because they changed my appointment, I now had to re-schedule which would be next week at the earliest. I told her that was unacceptable and needed to speak to her superior if she could not help me. I was then placed on hold for 10 minutes, and spoke with Mildred. She could not accommodate either. I very thoroughly explained everything that had happened over the last two weeks, but she was not willing to do anything. I cannot express how frustrated I am with Sears customer service and all of the issues just trying to get an appointment for a technician to actually come out and service our refrigerator. I am not one who is out there to tear down businesses by giving them bad reviews. You can see by my other Yelp reviews that I make it a point to give positive reviews when deserved. But at this point, I don’t know what else to do, other than doing online reviews so maybe someone will address this.