Sears Appliance Repair

Sears home services does not follow through on the promises that it makes. I would recommend purchasing appliances elsewhere, but if you must, DO NOT waste your money on the protection plan. The dishwasher in the apartment that I’m renting has been out of order for nearly a month, and today was my sixth repair appointment (YES 6!). Out of my six appointments a technician has NOT SHOWN UP ONCE. Each time an appointment has been made we’ve been given a 4 hour time window of when a technician will arrive, however when technicians haven’t shown we are not notified. When it has become apparent that our appointment will not be honored I have placed a call into customer service where they claim to reach out to dispatch to check on my status and I have been given all sorts of reasons as to why nobody is showing up (technician can’t find parking, technician calls out sick, we aren’t on the technician’s route, we haven’t been assigned to a technician). How we repeatedly fall through the cracks is beyond my comprehension, after the fourth missed appointment we were guaranteed that our fifth would follow through. Their promises mean nothing so I reached out to corporate to try and file a formal complaint via email but received a response with a confirmation of our next appointment (the fifth appointment) and a different phone number to contact for customer service. I made that call and got no further than the original customer service hotline. The representative told me that a dishwasher issue is not given priority because it is not an emergency like a refrigerator or air conditioner would be. While I do understand that, I do not believe that would impact all 5 appointments. I requested a supervisor who reiterated a dishwasher not being an emergency, then blamed living in San Diego as a part of the problem because it’s a busy area. I say if that’s the problem then they are not properly staffed. I suggested that maybe Sears hire another service to make the repair, but the supervisor claimed that would void the protection plan (which clearly has not done any good anyway). So here I am on the day of my sixth appointment, calling into customer service to confirm the technician has been assigned, we are on route, and the repairs will happen before I spend my Saturday sitting around waiting. The representative stated there was no way to check that status, so I suggested reaching out to dispatch as the others have done and he told me that they have no way to reach out to dispatch and the other representatives have LIED to me. Ultimately nobody showed up. So to recap, I’ve been lied to and have wasted six appointment windows of 4 hours each (24 hours total) waiting for these dysfunctional people. GO TO ANOTHER COMPANY FOR YOUR APPLIANCE AND REPAIR NEEDS.

Too bad you can’t do 0 stars. Tried to get a tech out to fix our broken thermador oven. Sears farmed it to A and E. First guy didn’t show up, second guy Jeremy was extremely rude to my wife then actually tried to kick my dog! (An extremely friendly lab). He was asked to leave. We were charged $ 95 and have no idea what is wrong with the oven. They are know telling us A and e and sears don’t even work on thermador but we can write a letter if we want our money back. Really? Bye bye sears and A and E… never again.

This guy was terrible, showed up late then mis diagnosed the problem.
Said the terminal was burned, didn’t take anything apart, blow out any of the debris. Told us we needed a new dryer and we owed him $ 79.00.
Next day we thought it was fishy so we pulled the dryer into the garage, watched a you tube video and figured it out.
No burnt terminal, needs a new heating element, $ 161.00 part. But of course he didn’t take the time to figure it out.
What a douche. Don’t waste your money on these guys. YouTube your problem, you can probably fix it yourself and feel pretty good about it afterward.
By the way, when we called Sears to complain they did not seem to concerned, maybe another reason Sears is closing so many stores, lack, of customer service.

I really wish I could select a «0.» We have been faithful Sears appliance customers for over 40 years, and for at least 20 years preceding that both our parents bought Sears appliances. We have all used the extended maintenance agreements on our appliances as well, mind you at a very hefty cost in recent years. This last month with our washing machine has been nothing less than a complete nightmare.
Visit #1 — AFter waiting a week for a technician, the technician did not even listen to us in regard to the code that our Elite washing machine was giving. He just sluffed it off without further investigation, and ordered a mother board. Next appointment 10 days away.
Visit #2 — two technicians, one in training, decided that it is not the mother board at all, it is the motor. Nest appointment 10 days away.
Visit #3 — tow technicians, replaced the motor. All is hopeful that we finally have a «go.» I think not… breaks within 30 minutes of the technicians leaving.
Called Sears and was told they have to order another belt — none local — and it will be another 10 days. My husband called around and found a belt local. I called Sears back and said that I expected a technician to appear at my house within 24 hours. All I got in response was «trained» answer to defuse upset customers. At this point I am beyond frustrated and mad. They tell me that unless I can guarantee it is a Sears product, I will void my maintenance agreement. If my husband installs it, we will violate our maintenance agreement. They have no technicians available…
To be clear, I run a business. If I gave this kind of service to my clients, I would be out of business — FAST. Consequently, Sears has now lost all of our family business! And we have a huge family with lots of friends.
Insult to injury, I wanted to «review» Sears service on their website — you can’t. They only post 4 and 5 star reviews!!! Perhaps this is why Sears is losing business everywhere!

Repair guy — Tony — comes and says something SO offensive to me, I literally kicked him out of my home. Sears — get some new employees. Seriously.

Queen Gorgo: [having stabbed Theron and while holding sword into his body] This will not be over quickly. You will not enjoy this.
300
Saturday. I was doing my weekly load of laundry. The washer stopped draining and there was a pool of water at the bottom of the washer. I called Sears to get it fixed.
Tuesday. Repair guy #1 called 15 minutes before our appointment to verify the appointment. He showed up and took apart the washer finding the water pump was broken. He went out to his truck to get a replacement water pump. That one was broken too. A new one had to be special ordered and mailed to me before the repair could be complete.
Tuesday a week later I was waiting at home wondering why repair guy #1 did not call or come by. Calling customer service it seems repair guy #1 had come by when I was out. I stated I did not get a warning call to indicate I needed to be home while she indicated repair guy #1 had called and got no answer. I indicated my cell phone has records of all incoming calls and there were none during the indicated time period. She then made me an appointment for Thursday to get the part installed.
Thursday. Repair guy #2 calls to confirm our appointment. He points out the mistake repair guy #1 made which flooded the area around my washer. As he goes to install the new water pump he finds the new pump is also defective. Luckily he has a working water pump in his truck. He speedily finishes the repair and also fixes a problem I had with the washer wobbling.
To summarize my washer was out of service for 2 weeks. I had to leave work early or work from home as their time windows are 4 hours long and 7pm is the latest they work. Saturday appointments are available if you are willing to wait 2 weeks. With a 20% off coupon it was $ 200 for parts and labor to replace a bad water pump. Wish I had gotten Repair guy #2 at the start as he was surprisingly competent and efficient.