Appliance Repair reviews in Puyallup, Washington

This has been a very poor experience of 1) never receiving text or email of appointment schedule confirmation and status until calling 2 times the day of the appointment, 2) appointment was scheduled to be between 8am-12pm and it continued to be pushed out 3 times and past 4pm making me wait all day and they have yet to show up, and 3) customer support provided me no answers on reasons for delays and not updating my address after I repeatedly said it was incorrect. Ultimately had to cancel this because the person coming said they were getting routed to 2 Seattle appointments from Tacoma then coming to our home. This makes no sense from a routing perspective and I have been waiting all day for this.

Dave was here to repair a bottom oven element that had burned out. Quickly, friendly, professional. Could not be more pleased. Thanks, Dave!

My technician was Jordan. He was very professional and diagnosed the problem right away. It was great to have it fixed within the hour. He had the part I needed in the truck. Most of the time, the techs have to place an order for the parts. So greatful I didn't have to wait.
Thanks again, Jordan, for a job well done.

Alex our service repair person did an excellent job diagnosing, communicating and then repairing our problem with our leaky wash machine. He was quick and helpful and done in under an hour and I have my washer back! excellent customer service and repair work. He even double checked the repair by running the washer to make sure the leak was gone.
Thanks Alex!

The technician was polite and honest; I would give him 5 stars. However, beware of their policy. It not clear and bit deceptive. You are charged a diagnostic fee that is waived if you hire the company to do the repairs. However, what isn't made clear is that you have to commit to hiring them on the spot. You don't get the opportunity to think about it. Their labor fees are extremely high. For about $300 than their quote, I could buy a brand new dryer. I feel as though I wasted $150 just to have someone come out and tell me what I already knew . . . my dryer is broken. I may have had them do the repair, but I wasn't ready to make that decision on the spot. It's sad that a company does not allow you the opportunity to think about what the best choice might be, repair or buy new.

Alex has been here twice in the past few months and is an excellent technician as well as being very personable.
Overall, rating Sears Appliance Repair, I would score as 2 stars. Our oven first had an issue in June 2023 - the oven heated slowly. We have had approximately 7 different technicians work on our oven over a period of 3 or 4 months. After the first two attempts at repair, we started having less functionality after each visit - it seemed to me that one or more technicians may have broken things during their attempt to repair other things. From the end of July until the end of September we had no oven functionality at all. In the second September visit everything was working just fine. Two weeks later we lost communication with the microwave (the oven still worked). The early October visit resulted in loss of all microwave and oven functionality.
On October 21, Alex fixed the oven, and was able to return for refund about $900 in parts.
I praise Alex's work, but have a serious concern about quality and consistency of overall service.

The technician was great. The communication, customer service not so great. We tried to send the tech a video of the grinding sound the washer was making, spent hours on the phone and on chat line but no one was able to accept a video or connect us with the technician so he could hear it in order to order the correct part, disappointing.....

Good communication through on-line arrival time estimate. Good communication with Charles, letting us know when he was on the way, and the approximate arrival time. Charles' estimated arrival time was spot on.

I have one comment related to the scheduling of this appointment. When I called for an appointment, I was given an 8 am to 5 pm arrival window. I explained that I had an appointment at 1:30 p.m. The lady on the phone said that would not be a problem, that I would be able to see how many appointments ahead of ours (true), and could reschedule the appointment, if needed. The bottom line was that I had to be available between 8 a.m. - 5 p.m. - there was no flexibility on narrowing that window to accommodate our schedule. I would strongly suggest Sears Appliance Repair work harder to try to narrow the arrival window for their customers. As it turned out, Charles' arrival was known in advance, and this did not conflict with an existing appointment. But that was a coincidence. My schedule is full - everyday I have appointments on my calendar. So this scheduling procedure is not customer friendly, and this might make me reconsider using Sears Appliance Repair in the future.

Again, things worked out today, and Charles was very helpful, informative, pleasant, and knowledgeable - teaching me things that I should have learned from the sales person that sold me the appliance. Thank you, Charles! You're amazing!

Jordan is very proficient at his job. He arrived at the scheduled time. He explained clearly what the issue was and gave us options to repair or replace. He gave a specific Whirlpool refrigerator model to purchase that uses freon and has been mostly maintenance free. We purchased that refrigerator and it USES PROPANE NOT freon! Disappointed.

David was great. Courteous and professional, got right to the source of my problem and gave me options on how to go about it (warranty claim). I'd recommend David to anyone.

I had a technician take a look at my dishwasher because it wasn’t draining. Brian showed up and read the error code. He told us that the drain hose was either kinked or plugged but I’d need to remove the built in dishwasher and he could come back and replace the hose for $400. I decided to do it myself. When I took out the dishwasher I found that the hose wasn’t kinked or plugged. The $140 “diagnostic” fee that I had to pay was a complete waste.
Sears should have told me to pull the dishwasher out before they arrive to avoid wasting my money and their time. If they couldn’t accurately diagnose the problem they should have said so instead of offering to buy a new hose and charge me $400 to replace it. And when that didn’t solve the problem there would have been more charges I’m sure.
Don’t even think about using this company!

David was professional and got right to the problem of both Washer and Refrigerator he came back to put in the parts but he did not dispose of the old one. Excellent work.

Extremely shitty experience. Samsung scheduled me warranty service for my microwave almost 2 months ago. Sears has rescheduled 3 times! They won't even call me, provide me any details, or even put me on a priority list. It's always the day of the service I get a message saying

"Hello, this is Richard, your AI virtual assistant from Sears Home Services. We regret to inform you that, due to unforeseen circumstances, we will not be able to have a technician available today to service your appliance. We sincerely apologize for any inconvenience this may cause. We would like to make this right by rescheduling your appointment at the next available time. Which of the following works best for you?"

First, they ordered parts charged me for the repair and never showed up to do the repair. After weeks of hounding, someone finally showed up to fix my fridge. Unfortunately, the technician didn’t use enough coolant, and it caused the cooling lines inside my fridge freeze up and thaw over and over again, resulting in gallons of water pouring into my floors and ruining my floorboards. We couldn’t figure out what was going on until the damage was done. When he came back out, the technician acknowledged the damage was due to faulty initial repair. He added coolant to the system and gave me numbers to call to discuss options for getting my floors fixed with Sears, but the numbers don’t go anywhere. I get stuck in a phone tree that just loops me around in circles and disconnects. I am extremely disappointed in my experience with this company.

The service person do a good. Really appreciate it. However, for contacting and scheduling for appointments are so far with more inconvenience. Getting an headsup a day or 2 would be helpful when scheduled appointments are coming to do the repairs. Hire more Techs would be very helpful. We R Senior citizens whereas there is no consideration to expedite service us. You don't have a policy nor do you care to provide consideration to prioritize service for seniors. I am in the process of reaching out to competitors asking the same question. Have a great day.

Tech lied about part availability. Customer service never bothered to contact manufacturer to get the parts ETA even after I called them twice a week for 4 weeks to get an update and repeatedly asked them to do so. Their customer service is of course outsourced so you wont get anyone willing to deviate from their written script to form a single thought of their own or to problem solve anything. I cancelled the service and the Sears home protction plan over 2 weeks ago and still waiting for my credit for the part and the labor that was billed upfront. I would advise not to use Sears at all for any home repairs or service.

**UPDATE;

Called customer service again today 1/29/25 now day 30 after my order was cancelled and still no credit? They keep trying to tell me its pending escalation? This is theft and fraud at this point. Dont bother replying with your number telling me to call. This is a joke! I will be filing with the BBB and with my bank for fraud charges.

Technician showed us how to override this problem. Parts were so expensive, we could buy a new stove for a couple hundred dollars more. Tech advised that 7-8 years is when repairs start coming on stoves. Getting a new one was the best choice. Too bad we’ve become such a throwaway economy.

David was very courteous, had kind words, and was efficient.

Service Rep was thorough, friendly, knowledgeable and polite. Laid out my options on what to do next.

The customer service is bad. It's a rabbit hole automated system that takes you to a call center if you can figure out how to get through (basically tell the computer you need a new repair). They are happy to schedule your appointment and do a 50% job doing it. They can not help you with anything else as they do not either understand or were told not to. Our range needed a part replaced for the pilot light. We had a warranty we wanted to use to pay for part of the cost, and the warranty company asked for an itemized bill. The technician showed me a screen on his phone (with no breakdown of cost) which I had to take a photo of with my phone and send it to the warranty company so they would agree to pay and I could agree to have him do the service. He said he would email me the bil/invoice with the breakdown. The warranty company (will be reviewed separately for their own bad services) told me that I had just under 2 weeks to get the information to them so they could pay us back the amount they agreed to pay. Sears took just over a week to send the bill/invoice for me to pay them, and it was not itemized. I called and spoke to a person at Sears (after saying I was getting another service done and being transferred 3 times and after explaining the situation to each person in its entirety). The last person said they would send me an email with the itemized statement right away. I never got the email. I sent emails to whatever Sears email address I could find. I sent text messages to the automated phone number that sent me a text on the day of service and the number of the technician from that day and got no responses. It was getting down to the last day that the warranty would pay, and I was panicking because I couldn't get ahold of anyone even when I called back. On the last day, I finally got ahold of someone when I called, and I got the 4-person transfer that time. I had to demand multiple times that I speak with a supervisor since no one understood what I needed. I was on the phone for an hour and a half and finally spoke with a supervisor who sent me what I needed to my email while I was on the phone with her and I was able to forward the email last minute to the warranty company.

The stove seems to be working fine, but it was a part that cost less than $30, which took 5 min to fix, and the total cost was $400

I had an appointment to repair my dishwasher today and the technician didn’t show up for the third time. I got an email and text saying he was on the way and then I got another email that said he’s been here and I signed the forms for the repair that is so much BS because he never showed up here and I never signed anything. This has been going on for over a month. I just keep getting the run around. I have 23 emails that a technician was scheduled and then emails saying the service had to be rescheduled for unexplained reasons and still no service. You gave me phone numbers to talk to a human contact and every number you gave me was a recorded message to reschedule. I am very frustrated I can’t talk to someone about this very poor service.