Sears Appliance Repair

Lynda Mudre

The tech was very thorough, skilled, and polite. This is the third time this new Kenmore Elite refrig has had a problem in three years! Each time the LG computer board had to be replaced; the first two times, the compressor, as well. Two times I experienced food poisoning. Each time, weeks of waiting as we tried to get along with make-shift alternatives for refrigeration.What needs to happen before the warranty will assure the replacement of the appliance?

Tee Stevenson

9/11/22 - Update: Freezer door seal is STILL NOT FIXED. Sent new door seal in very tiny box so I already know it’s crushed and we will have the exact same issue. What is the point here?!! Is Facebook the only way for someone to get a response??! How about email or an old fashioned phone call??! ——————————————————————— Purchased freezer 11/21 and the delivery kept getting pushed back. I understand we were coming out of a pandemic and labor was scare so every time we received an automated phone call that the delivery was pushed we were patient. It finally arrived in March 2022. The delivery people would not take the freezer to our basement to swap out the old freezer even though their notes show old freezer haul away. They left the freezer at the top of the stairs and left our home. After multiple phone calls to have them return and finish we made the swap ourselves and requested they come and remove the old freezer which is what they did. A few weeks later all of our food was stuck to the shelves and frozen over with ice. We called for repair as we also purchased a five year warranty. The first technician that came out in June attempted to collect $160 from us. When we told him it was covered under warranty he said his call notes show he has to collect. We told him no thank you and called to reschedule letting them know that the freezer is covered under warranty. The next appointment was today 7/7. I just received a text message that our appointment has been rescheduled for 7/13 - no warning, no phone call. I called to ask why it was arbitrarily canceled and they said the technician called in sick. Does this mean that they don’t send another technician out since I was already set to have service? Do they cancel and reschedule all of the appointments for the technician so that their customers are stuck waiting longer? What happens next week if the technician is sick again?? This business model does not make any sense to me. I truly wish we had gone to Best Buy, Lowe’s, Home Depot or anywhere else as this entire ordeal has been a nightmare that started in November 2021. I can’t buy in bulk until this is fixed as a thick coating of ice forms around everything on the shelves. I have to take a sharp instrument to chip away the ice to remove what I need. So ridiculous.

Mary Van Fleet

The service tech with Sears was excellent, seemed very knowledgeable & skilled. He called ahead, arrived on time, offered information as he worked. I would use this tech anytime for my service needs!!!! THE TECH DESERVES A "5-STAR" RATING!!!! However, the Sears SCHEDULING PROCESS IS A NIGHTMARE & DESERVES A "0-STAR" RATING!!!! The heavily accented out-sourced schedulers make it VERY difficult to understand what they're saying. And if I need something not on their "script", they can't help nor will they transfer me to someone who can, so I just go around in circles with them! When an appointment is finally scheduled, Sears e-mails show they are the providers but I get a call from an out-sourced provider who I've never heard of. Then they tell me different appliances than what Sears said. When I finally do have Sears servicing something, they send many e-mails to assure me of the service date & even send a 2 hr window for arrival.....but no one shows!!!! No explanation, just another e-mail TELLING me when it'll be rescheduled!!! Sears needs to improve their process or get out of the business. Sell or outsource the business to another company, transferring my warranty to them. Hopefully, they wouldn't do as poor a job as Sears!

judy williams

Diagnosed AC problem immediately and repaired on the spot. Actually arrived a few minutes earlier than expected. Great service!