Appliance Repair reviews in Richmond, Virginia

I was 99% sure that my washer needed a new washer drain pump motor and wanted it repaired. They required me to get a $150 diagnostic to confirm the issue (totally fair) and promised to credit the diagnostic fee to the cost of repair, which is why we booked it. We've had to replace this part before at another property and it cost us $250 the year before.

The technician who came out confirmed the issue and then proceeded to quote $500+ for the repair PLUS couldn't do the fix for another 3-4 days. I could buy a brand new washer at that price! It was highway robbery and I felt scammed. Instead, I purchased the part on Amazon with next day delivery for $25 and found a repair company to fix it if I provided the part for $130.

It cost me less to pay someone else than to use them and have the fee credited. What a rip off!! Don't bother to use these guys, because you can't afford their fix the way they quote -- whether they credit the diagnostic fee or not.

Daniel provided a lot of education as he tried several ways to fix our washer. We will not but an LG in the future- cost to fix (parts and labor) exceed value. Not Daniel’s fault. He was very professional

Whirlpool washer repair. Did require multiple trips to fix ( it was an uncommon problem) but they scheduled those returns to my convenience & were quick in responses. I am totally satisfied.

Why the low rating? Full 5 year Warranty It has been three months before a Confident technician Came to repair the wash machine. After I called the better business bureau(BBB). Gone is the reliability and service from Sears My technician Mr Jose, was Superior and knowledge and craftsman ship in repairing my washing machine. but the others in your company showed no empathy at all, from this day Forward I will tell my friends in community Not to shop Sears.. Very displeased with Sears. You can't communicate, you have robot phone calls and automation before you can talk to someone about your issues. Do better.

Very attentive, explained why the washer was leaking through the old valve

Sears cancelled my service appointment 5 times so it took more than 2 months to finally get my retrig fixed ..

Once Sears finally decided to allow a tech come yesterday he was excellent in getting my repair completed the same day after 2 months of intentional delays by both Sears and AHS which was of no help getting my service request reassigned to a provider who would not cancel and show up ...

Lt Col Mark

My repairs were made quickly and professionally.

Daniel provided us excellent service and we are very pleased w outcome and cost. Was fixed with 24 hours. Highly recommend! Very professional

Chiehk was great, however, the customer service on line was terrible. It took 4 week to get the part, which left us without a refrigerator for over a month. Our on-line conversations, which were many, were always the same, informing us they could not find the part. No one went out of their way to find out why and how much longer we would need to wait. We had been very patient. After a month of getting the run around, we finally told them we wanted our money back and refused to wait any longer., The part came the next day. We would have to be desperate to use Sears Repair again.

While the tech that Sears sent out was very friendly and courteous, this service leaves a lot to be desired. The advertisement says "clean internal components" but that amounts to them emptying the water drain, which I did the day before. I assumed they would clean the interior of the unit, under the rubber seal, where I'm relatively certain sludge has built up over the past 7 years, but that didn't happen. I can only blame myself for not doing a more thorough investigation on what services they would perform before I shelled out $129 for what essentially I did the day before in 15 minutes. Live and learn, right? I'd stay far away from this particular Sears service.

Update--As you can see below, Sears invited me to contact them to discuss my review. This was an absolutely futile effort. The 800 number and website offered zero pathway to speak to a person about my issue. Now I've gone from just frustrated over the terrible product to furious that I've gotten nowhere when trying to speak to them.

Josh was great! He was personable, professional and proficient!

Corin was very professional, knowledgeable and possess a pleasant disposition. He was very patient, answered all my questions and took the time to explain my system to me.

We are very happy with our oven repair. Our Sears technician was very helpful and knowledgeable. It was a pleasure working with him. I recommend the Sears Appliance Team if you need to repair your oven or other major appliance. Even though we didn't buy our appliance from them, they treated us as though we did, and made sure we were satisfied with their work!

Your technician came to my house on 10-28-24. Asked my husband what the problem was. He didn’t do a diagnostic test on the dryer. He said he can fix our dryer if he give him $400.00 dollars out his pocket. He didn’t do a diagnostic Test. He just asked him what was wrong. I’m VERY VERY DISAPPOINTED. I want to cancel the warranty. I WAS TRANSFERRED 4 or 5 TIMES. No one would let me speak with a SUPERVISOR OR MANAGER.

The technician was great. He was very knowledgeable and personable, and was able to fix my refrigerator. The five stars are for him. However, the company itself (not the technician) seems to have poor communication and gives an annoyingly hard sell for their warranty.

Sears Home Services stinks! It is an automated system. There are no humans available to talk to, or chat, or email, if there's a problem. AI "Richard" scheduled me twice for a dishwasher repair. Twice, AI "Richard" texted that I was scheduled for a tech between 8am and 5pm. Twice, just after noon, AI "Richard" texted again to reschedule because "we will be unable to have a technician available today to service your appliance." I've missed two days of work. I've scheduled a third appointment and will leave an updated review for better or worse.

Herb was very good at communicating with me. He explained his examination of the washer thoroughly and when he called his results into the office, he put the phone on speaker so I could listen also. The washer was deemed more expensive to repair than to give me a refund. He explained the details of that to me also. I received my refund quickly. Herb was polite, friendly, and very informative. I highly recommend him.

I will never use this service again and will make sure my friends or family members hear about the experience. We were told (via email) that the window was 8-12 for the technician to arrive. When we used the tracking system it said the technicians estimated arrival was between 8:40 and 9:35. We don't live at the property so I drove over to meet the technician. They did not arrive until well afternoon. I called all the "help" numbers listed on the email, texts and website but just kept getting the same automated responses. I tried to virtual chat but got the same responses. The technician was arriving between 8:40 and 9:35. It was IMPOSSIBLE to speak to a human. When the technician finally arrived I was no longer there because it was after 12:15 and I had another appointment to go to. My tenant let them in and he did the repair (which we had paid for in advance or I would have canceled the appointment far earlier and used a company that has humans that can help you!). Before the technician left he eluded to my tenant that there was a problem with ice in the freezer-the original repair work was for the refrigerator, not the freezer. My tenant asked him to call me, the landlord, to explain what the issue was with the freezer but I never heard from him. I tried to call to find out what the supposed issue was but, GUESS WHAT, no human to interact with again! Don't get me wrong, I am in favor of automation but at some point there should be an option to actually speak to someone when the Chat bot, auto texts and auto emails aren't helping.

Initially, Joshua was super confusing. After going back & forth, I was advised I needed a new washer despite him putting on the new parts.
He gave me a refund for everything paid except the diagnostic fee., which was only right especially since the 1st technician didn't do his job. The 1st technician ordered parts & told me it could be fixed. One thing that annoys me to no end is to get 2 conflicting diagnosis because it's a waste of time. Evaluate & diagnosis correctly the 1st time. Now I'm waiting AGAIN to get to the store to purchase another washer. I don't appreciate ANYONE wasting my time!!!

Service is outstanding and very professional. The technician was great. He was very knowledgeable on the dryer, and all the parts. I would highly recommend Josua, my technician, to all of my family and friends. His work is superb and I would hire him again if needed.

They came out 4 times to fix our range and the guy who installed the parts was watching YouTube to see how to install them. The first time we used our cooktop the burner element popped and slid out of place and seems to be a hazard. They want to charge another diagnostic fee to come see the faulty install they did.