Appliance Repair reviews in Livonia, Michigan

Our technician Kevin diagnosed the ice maker and had the parts needed for the repair on his truck and was able to fix it quickly.

This review is not about the repair technicians, but about the scheduling services, dispatch, and overall customer service. It is a truly terrible experience. We had a technician visit and then schedule a repair for July 10th. On the 10th, the technician never showed up nor did they call to cancel/reschedule. So on the 11th, we spent about 8 hours on the phone with Sears trying to get our appointment rescheduled. Even though we had a confirmed appointment on the 10th that the tech never showed for, the soonest they were able to reschedule us was for July 22nd. There is rain on the 22nd and so the technician himself actually called us and told us he'd try to fit us in the next day, otherwise we are SOL and have to reschedule again. So I'll take time from work, again, and hope that the technician actually shows up. We have a very elderly dog that we love dearly and she is really struggling in the heat. Nobody from Sears seems able to empathize with that, and the scheduling system seems to be mostly smoke and mirrors. In the future I will be strongly recommending that people avoid any and all business with Sears, and with Choice Home Warranty. 0/10 horrible 6-week experience, turned me into a Karen.

Tim was amazing. His attention to detail and attentiveness was incredible. He listened and went above and beyond.

Howard, the technician, was wonderful and this review is not about the techs. This review is about the lack of customer service. My washing machine was diagnosed as needing a part on May 7, 2024. The part was ordered to be sent to my address. As of this post date, July 17, 2024 I have still not received the part. I called scheduling and the parts department many times to find out the status of the part. Each time I was told either that the part was on its way or that nothing else could be done. No one could give me a telephone number I could go to escalate the problem and after each call the rep tried to sell me something, i.e. home warranty, home improvement, etc. In May and June the status of the part showed as "ordered." It wasn't until recently that the status showed as "backordered" In frustration, on July 5 I found and purchased the part myself from a local parts depot. The next trick was trying to convince everyone that I had the part and needed it installed. Finally, Howard came out to install the part on July 16. Meanwhile, my machine has been out of commission since May 7. I have spent over $400 at the laundromat and another $78 to purchase the necessary part on my own. Again, the techs are great but be forewarned if you need "customer service."

The tech. was very good, and also pleasant the talk and deal with.Glad we got him, he has a lot of experience!!

He did a awesome job he answered my question I ask an told me helpful tips So happy to have my washer fixed thanks Sears for setting me up with him. Both of my service people were great

Chuck and Seth both very professional and knowledgeable. They were able to diagnose and fix quickly with efficiency!

The technicians Kaylan and Joshua were friendly and efficient. They did a very good job.

He was very professional, knowledgeable, and fixed my appliance quickly. He also kept me advised on his arrival time. He knew exactly what he was doing and explained everything he was doing in the process.

The tech arrived within one hour of my call for service , diagnosed the problem and was finished promptly.

Was quoted different rate of 600 so i didn’t get repaired once i saw emails of 232.00 i could paid that now im still without a washer and csn not talk to live agent im not a fan if AI

Tech was good, but wait for repair was long. I received the repair part 3 days after tech diagnosed problem, and had to wait 2 weeks for repair to be made.

Seth was very respectful here on time and communicated well

Communication could be better. But service technician was polite and neat. He was in and out. An easy fix. Another guy called the technicians to ask if I could be the first appointment since they couldn't come the day before. He said he would call back and he DID! That usually doesn't happen.

Professional as ever! Great communicator! Knows what he’s doing. Diagnosed before he even looked at my appliance. Once he finally analyzed it, he was right!!

This afternoon, another serviceman visited our home to look at the refrigerator because the ice maker STILL isn't working after serviceman, Jessup didn't do a thorough inspection two weeks ago and tried to make my husband believe the ice maker wasn't working because it "wasn't on" after he explained we had turned it off because of the loud noise it was making AND not producing any ice. Today, we had the pleasure of Kevin servicing the refrigerator. He immediately asked my husband to contact me at work (per request). Once I explained what was happening, he even imitated the sound the ice maker was doing. He was not only courteous, he was funny. More importantly, he explained the issue was probably with the fan & water flow system and FIXED the problem! A completely different experience from the first person. Thank you Kevin. 5 STARS!!

So far not good. Tech just left my house washing machine doing the same thing it did before he got here. Tried to call all I get is AI. Can't talk to a real person. Great

Tom was fantastic!!! He was very knowledgeable and he took the time to explain things to me. Super friendly, also. I would highly recommend him to anyone.

My experience with Sears Appliance Repair was very good in most aspects. Online scheduling was easy and convenient and I was able to schedule a visit for the next day for my broken dishwasher.

Thomas W communicated with me by phone to let me know he was on his way. There are several apartments and condo complexes in my area, and he ended up going to a complex around the corner, but he called me again and I was able to tell him which driveway to use.

I was absolutely thrilled with the diagnostic skills and friendliness, professionalism, and knowledge that Thomas possessed. He was very thorough and answered any questions I had, and found the issue and fixed it within 45 minutes. There were no parts involved, just labor costs, because it was a short in the connection of two wires, and Thomas just reconnected them properly. I was extremely happy with the job Thomas did.

Now comes the bad part. The $149 service call charge is supposed to be removed if you go ahead with the repair. I was extremely surprised to find that a 45 minute labor-only service call came to $319. That was supposedly after the $149 had been subtracted. Thomas was very apologetic and said there was nothing he could do.

I had received an email the night before from Sears with a link to a 10% off coupon. But the link was a broken link. I was forced to pay the $319. I’m embarrassed to say that while experiencing that invoice shock, I did not give Thomas a tip. I felt like I didn’t want to add that on to the $319 for 45 minutes of work.

And the final problem that caused me to write this review is that there is absolutely no way to communicate with a real person about this issue. I even drove to the address given on Google maps, only to find an abandoned warehouse at the address given in Livonia. I do not like to leave negative reviews and would have preferred to talk to someone to understand what the hourly labor rate is and find out if a mistake was made. However, after spending quite a bit of time trying to reach someone, I determined that I would like to warn other people about this. Thomas was a great technician, but there is no way to speak with a real person regarding billing. Be ready for that.

Marshall was very knowledgeable and prompt. He fixed the refrigerator and cleaned up everything. Kind soul . . Even the dog liked him.

Technician let us know that he was on his way. Very professional, described what he was replacing as he did the job. Very happy with the work done.