Appliance Repair reviews in Falls Church, Virginia

Our Kenmore Microwave was malfunctioning. Scheduled with Sears Home Services to have it repaired. Sediq, the technician, did a great job repairing the appliance. He explained what was wrong and also how to prevent the problem from recurring. He arrived early and was very professional and polite.
We've always had good service from Sears. We miss that there no longer is a store here.

The technician was excellent and fixed our problem - so five stars to him HOWEVER the service provided by Sears has been very very difficult with multiple miscommunications, failure to send a technician when they specified they would, and no means to get in contact with them. I would never buy from Sears again as this service / repair experience has been so bad.

The technician was surly and rude. He was on the phone to someone else, his "mentor" because he didn't know what he was doing with the parts that the previous repairman ordered. He said he couldn't access the back of the refrigerator and said he couldn't fix it and that he didn't want to waste his time. I have had 7 different repairmen come in the last 6 weeks and the refrigerator STILL isn't working. I have had to throw out hundreds of dollars worth of food, bought a small stand alone freezer for $370 which also broke. Finally I had to buy a large cooler for $170 to keep the little food I could buy cold. I first called Sears Home Warranty on April 8th. It is now May 20th and it still does not work. Other repair men were nice but couldn't fix it so ordered different parts. Then I has to get another appountment so they would send someone else out after I.received the new parts. This has been a disaster. The repair company doesn't know what it is doing. Now I have to reconfigure my kitchen so that we can access the back of it. That will also cost money and they will probably ruin the wood panel in the process. Ergo, I will have to get a new side panel which will cost more money. At this point I will have spent the cost of a new refrigerator. Sears Home Services Warranty is terrible and expensive.

I am very happy with the service today. They came on time. The technician was cordial, explain the problem and fix it. He put every thing back. Very good service

Great experience with the service tech who fixed the drain pump on our GE stacked washing machine. Even though the first replacement part sent to us was damaged in transit, a new one was ordered for us immediately and free of charge.

Madjid was AMAZING and efficient in fixing our appliance. HE GETS 5 STARS!!!!!!!

However, A&E/Sears Home service gets 1 star (and that’s because I cannot assign a zero).

Getting the tech here was a complete nightmare. My service appointment took nearly a month to occur after having been cancelled 7 times because the system showed a part had not arrived when it had in fact arrived (not to mention they were the wrong parts). We were without fridge this entire time. There was no way to reach a customer service rep directly. I took off work 5 different days only to have the appointment cancelled because of a poor automated system. I cannot express my frustration with this process, the lack of a live representative to speak with, and the absurd amount of time spent trying to get this fridge repaired. I can only describe it as Kafka-esque in the worst way possible.

Abdul was here right on time. He was quick, efficient, and professional. I am very happy with his service.

I’m in the process of canceling my Sears Home Services contract, as their technicians consistently seem to not show up and reschedule their appointments despite their communication system informing you that the service technician is coming to your home.

I recently had to hire another contractor to come and repair a refrigerator for a rental property, where even-though all of the parts were delivered on 8/06/24, Sears technicians still had not arrived by 8/20/24 to complete the repair, despite informing me initially that a technician was scheduled for 8/12/24 and then again for 8/19/24.

Out of pure embarrassment, which Sears clearly doesn’t have, I had to hire another contractor to complete the job. So basically I didn’t get any value from the monthly payments and repair deductible that I made, and supposedly peace of mind that would have come from having Sears Home Services.

If Sears Home Services had any interest in customer service, they would not collect the deductible for the repair(s) until the task has been completed.

Very good. I have not seen any water come out of the refrigerator since the work was done. How long will it last? Perhaps I should buy a new refrigerator. The current model is several years old.

The technician did not show up, they made an error in judgement because there was a power outage in a different place in Arlington. My AC unit did have power. The fan works so that means it has power. It is the 9th day of no AC, and I am going to get rid of my warranty, and go with a company I can trust.

I was able to get next day service and the repair person arrived at the timeframe chosen. He inspected the refrigerator and advised what the problem was and the cost to repair. We discussed options. He was helpful and courteous. It was an all around good experience.

Worst company ever. While the individual technicians Sears has sent have mostly been fine, the customer service is abominable. It is literally impossible to get a human on the phone. The recording tells you that it's only AI. Sears technicians have twice declared my stove unrepairable, yet they do not send the report to Frigidaire so that I have repeatedly have service guys come. You can't track their statements on the website, despite what they tell you. If Sears wants to do the right ting and get in touch with me (Order Number: 000708412350305) to facilitate communication with Frigidaire so that I can get a working stove, I will gladly write a different review.

As a follow up - after getting the response below - of course that phone number does not connect you with a real person. If Sears cared at all about customer service, they would contact me to address this issue.

Rescheduled my appointment three times after waiting all day from 7am to 6pm. The system update says estimated arrival time but never showed up. Then the appointment was just rescheduled without talking to me. No calls before arrival either. Called the office many times since it is ridiculous to make customer wait for three days for one fix. No communication and no respect of my time. Will not use again

We had a bad experience
This was the first time we had used the sears home service. It was a repair to our oven which had defective burners. The initial visit was postponed twice. When the technicians finally arrived after several weeks they were missing one spare part so had to postpone again. We had to wait for the spare for two weeks then when they arrived second time there was another wrong part. Now we are waiting for the 3rd visit we don't know when. It is impossible to specify arrival time so someone has to wait all day till they show up. It is never possible to speak to a supervisor. Now we are out of time on the 'ticket'. This has been an experience we should have avoided

After sharing the issues we had with our washer with an AI system AND an actual human being over the phone and being told we needed to reschedule our appointment so the technician would have the part we needed, the technician arrived not having been told anything about what the issue was and not having the parts we needed with him. We are also told the cost of repairing would be more than a new washer. This could have all been resolved over the phone and we could have started the business of buying a new one a week prior. The technician who arrived was excellent however I will NEVER use Sears for anything ever again. This is also the result of having any job that can possibly outsourced to AI, done by AI. This might be great for the bottom line of large companies but the result is that the cost will be passed along to consumers. Don't fall for this garbage. And don't go to Sears to have your appliances serviced.

Technicians tried their best to help me and always pleasant and professional BUT SEARS sucks. The system does not assign the same technician to follow through a problem. 9 visits by multiple technicians over 6 months! and I am still waiting to see if the fix works. When a technician cannot be sent, the whole day spent waiting is down the drain, no update, no apology. And customers cannot ever talk to a real person - representative or manager - to elevate a problem or to make requests. Just dealing with stupid AI. I would NOT recommend SEARS to anyone. Sounds good that they will fix a problem or replace it and cover all parts, but don't get suckered. Problem is the system, how it is run, and all that stupid AI. DON'T BUY SEARS repair service contract!!!

Sears Home Services is a scam. Repairman arrived with no tools, simply repeated back to me the repair I already told Sears I needed and the quoted a price several hundred dollars more than the cost of a new washing machine. All for a simple repair that is borderline DIY. Seems clear that their business model is to collect the $149 charge for a visit and move on.

My technician was very friendly and helpful. Answered all of my questions.
I do wish the service window was either shorter or updated more accurately. The window was 12-4pm. Their site said 2:59, the phone said 3:30-4:40, I got a text and call at 3:45. I don’t really care that my service was at the end of the window, but I stayed home waiting for 3 extra hours

Fazil has been outstanding. He diagnosed our Kenmore refrigerator ice machine issue and in that first visit ordered all of the necessary parts. His return visit to remove and install new ice machine and water valve went quite smoothly in fast. I really appreciated Fazil answering all of my questions. Overall my experience with Sears Services has been great. Thank you.