Sears Appliance Repair

I am giving the technician a 5 for finally coming out and fixing my refrigerator. I am giving the company a 1 because it took 4 tries to get it done after waiting and no one shows up. I received confirmation that the technician was coming and once that he was on the way. I received a text stating he was no longer available and they rescheduled me. The customer service is unacceptable as you cannot talk to a human.

Technician was very nice and when he was working at my neighbor house came down to let me know he be there as soon as he finishes up and when came was very professional and polite hope come back when I need service again

When our AC went out, the Home Warranty company contracted Sears Home services to handle our repair. I received a link stating our appointment date with a 4 hour arrival window.

We have had other appliances serviced by Sears and are familiar with their communication regarding appointments. I was a bit concerned when I never received the appointment reminder the day before nor on the morning of. I was further worried when I would click on my appointment link and it never updated as it usually does to show the location of the technician and a narrowed eta window.

I called both our warranty company and Sears to confirm that indeed a technician would be arriving as scheduled. Both assured me that they could see my appointment in the system and not to worry. Side note, it is very difficult to get an actual human on the line and then when you do get one, they are in a foreign country.

Well, my arrival window came and went. Sears was a no call, no show. The thermostat in my son’s room was reading 99° and 88° in my room. And it had been like this for 6 days as we awaited our repair person. I reported this to Sears and was told that there was a “booking failure” and a technician was never assigned. The representative needed to submit a “no dates form” because there were no dates available for service. I was further told that a supervisor can force dates open once the form is submitted and that a supervisor (Crystal Mena) would call me back in 10-20minutes to assist in getting me scheduled. This call NEVER came. On top of that, when I called back again after waiting 4 hours for the call, I was told that no technicians are available, no dates are available, and was directed to start from scratch with my home warranty company…..this, after already waiting in suffocating heat for 6 days.

Giving 1 star was too generous. We were scheduled for a date and time. Despite my call confirming this on the day of, Sears was a no call and no show. They then fully dismissed themselves of any responsibility for this service order and they couldn’t care less that the heat index was 105°+ and that our bedrooms were uninhabitable. Sears service was abysmal and a complete failure in every single way. Find a local company that takes accountability to service your needs instead.