Sears automotive in White Marsh dropped my car off for a oil change. The service guys were fast courteous and told me there was a coupon available for the services I was receiving. What automotive repair does that without charging you an enormous fee from the beginning. Unlike the dealer. read more

I had an 8:00 am appointment today to get my oil changed at this location. When I pulled up at 8:09 am (yo, them Saturday mornings are rough, lol), I saw about a 1/2 dozen people lined up outside -- the Auto Center wasn't even OPEN yet. I waited very impatiently with the other people before calling the store on my cell phone while standing outside -- it just rang and rang, NO ANSWER. Mind you, this is the White Marsh Mall. NOT Mondawmin. NOT Security Square. THE WHITE MARSH MALL. When I finally walked away at 8:25 am (and there were another 1-2 people who had arrived to add to the line), I was able to get a 12 noon appointment at a local Mr. Tire -- they actually ANSWERED their phones when I called. This treatment of "valued" customers was extremely Unprofessional and I likely won't come back to this shop again. read more

Beware!!!! Don't purchase anything from the store, only make purchases online. Went to the Sears web site and found car tires for approximately $92. Called store and was told not in inventory, would need to order. Store ordered tires and after installing same tires, the cost $110 per tire. When I called customer relations they said Sears online is NOT Sears in-store. Would not honor their advertised price. Additionally, customer relations either tried to out talk me or hung up. Remember, only purchase products online. Supervisor/Mgr refused my request to have my complaint escalated up the ladder. Hung up! False advertisement! Price gougers! Poor customer service, Beware!!!!! read more

The online Sears.com quoted a total tire price of $150, when I arrived, the total came up to $224. The same tires, they charged for a bunch of miscellaneous items. They were going charge me by default to align my tires for $80 but my tires were already perfectly aligned. The service was rude, there was no one waiting to serve me. They will just charge you as much as possible, and not tell you what you need. The only convvenience was that I was a walk in. It took about 1.5hrs to replace the tires on the spot. I hung out in the mall, and got a call when my car was ready. If I came here again, I would tell them to do nothing else, just the tire replacement. read more

I had new tires the next day! I also enjoyed supporting another person with hearing loss. Sam, the mechanic, and Ryan Brown made the whole process painless. read more

I took my car in last Saturday for a routine oil change and tire rotation. Now my car is leaking vast quantities of oil, which it wasn't doing before I went there. Also, they said my oil pan was leaking, which also wasn't leaking before I went there. Stay AWAY from here, Steve2, the shop manager, is glorified stock boy who doesn't car about people's cars at all or doing his job. AVOID at ALL costs! read more

As someone who hates dealing with auto shops, Sam, the mechanic, and Ryan were such a relief to work with. They were punctual, efficient, explained everything, and I know they put a lot of attention into what they were doing with my tires. Great price & great service read more

These guys take FOREVER! I dropped my car off before 1 for an alignment and oil change. After waiting in line to be served, they guy seemed very understaffed. In the middle of waiting on me with a line of no less than 5 people he had to take a call and spent a long time answering the callers questions. This is a HUGE issue for me. Wherever you are deal with the person standing in front of you first. Don't make people wait while you help someone on the phone. They told me it about an hour and a half. 2 hours later they called to tell me they needed a part and that it would be another hour. The 2 hours later I call to check on the car and they tell me it will be another 2 hours because they got a bad part. So I'm sitting here stranded at the mall ALL DAY. I'm sure they won't actually call me when the car is ready. They never do. If it's ever ready... We are at 6 hours now. At this point I just want my car back. They can take the new oil out and put the old oil back in for all I care. I want my car and I don't want to pay them a dime. I absolutely hate this place. Come to think of it, I. 12 years I have never actually had a good experience here. I think the only reason I come here is because j rationalize that I can hang out in the mall while I wait. But I have spent far too many hours wandering the mall wanting to pull my hair out. Oh and about a year ago they refused to sell my husband a tired. They told him they would only sell tires by fours. Not one. read more

Waited 3 hrs for a oil change. They said they had to order it from somewhere. Total amount of tire came out around 850 for the 99 dollar tire. Too many charges. read more

Last year, I vowed never to return to the Sears auto center at White Marsh after receiving terrible service. Yesterday, I went against my better judgement and took my car in for a tire repair or replacement. I arrived at Sears at 5:20pm. When I pulled in, there were no cars in front of me. When I entered the store, I asked the attendant (who barely glanced up at me), if I should leave the car and get in line (the line had over 7 people in it and there was only one attendant working). In an exasperated voice he said yes, in a way that made me feel rude for asking. Because I didn't want to get in the way of what the attendant and customer were discussing, I dutifully went to stand in line. This is where I should have pushed and presented my car issue to him. Maybe at this point he would have told me that they were so busy it was unlikely that they would get a chance to look at my car before closing (7pm). Instead, I stood in line for almost forty minutes before learning that information (and it was only because I DID eventually get out of line and approach the attendant. Had I followed "protocol" and waited in line it would have been much later). There has to be a better way. I understand that things get busy - but instead of brushing customers off to go "wait their turn," we need to be told whether there's even a chance that we will get that turn. read more

Arrived before noon. Said it would be 2 hours for oil change. We said no problem, we would wander the mall. Arrived back at Sears after 2 1/2 hours to be told they hadn't started on our car and there were 3 "appointments " that came in after us. I looked at the appointment board before we left. Saw an appointment for 12, 1, and 4. There is no way they were truthful. Wish I had looked at reviews before going there. Apparently this is a prime complaint...crappy customer service. We left, went to a Jiffy Lube, in and out in under 30 minutes with courteous employees. Sears, you don't even get one star, but Yelp makes you give at least one. But really...zero star is the true rating. You had our numbers and could have called if there really were 3 appointments ahead of us...which were not on the appointment board. Sad to say, will never return to a Sears Automotive again. read more

I made an online appointment for 8 AM. Showed up at 8, third in line outside, but no employees. The sign on the door says they open at 8 AM, and the other customers also made appointments for 8. I'd heard they were slow, but I didn't know that meant slow getting in to work. I'll never be back, and I advise you do the same. read more

Horrible service! I made an appointment online, 4 days ahead of time. Never received a confirmation call, therefore I called the day before to verify products, services and duration. I dropped the keys off the previous night, so they can start my services the next day at my scheduled time or even sooner. The person Ray, said it should take 2-2.5 hours for 4 new tires and alignment. Needless to say, I didn't recieve my car my that day. So from 8a to 6p, no one could put on tires and do an alignment and I had an appointment and the car was there when they open. Poor management, employees and customer service. Never coming here again. I do not recommend this place at all. read more

I showed up on a Saturday morning to get a new tire. I showed up right when the store opened since that's what was recommended online when you don't have a appointment and it said walks in welcome. I was not greeted until 8:30 which is okay since they were assisting someone else. I originally came in for 2 new tires but she was given a "deal" for 4 tires, get one free, alignment and warranty for $500. I decided to purchase only if it would be done by 4pm since I had to go out of town that afternoon. They guy said " yeah, no problem. It will be done by noon"! He said he would call me by 12pm to pick my vehicle up.... so I got out to breakfast to kill some time. 1pm rolls around and I still have yet to get a phone call, so I decide to go back to the store. I thought maybe they got busy and forgot to call me. Walk in and see my car has not moved from the spot that they parked it in when I dropped the car off. I said something to the guy and he said he's sorry about the delay but I will DEFINITELY be done by 3pm, no later. I said okay, i will be back then. 4pm rolls around (at this point I was supposed to be on my way out of town) still no call, so I say okay, if it's not done I'm just going to take it home no way im waiting any longer. So I get back to the store and guess what?! STILL NOT DONE. The only thing done on the vehicle is the alignment, which I know you can do without putting on the new tires but WHAT IS THE POINT. At this point I'm livid and I say okay, I want my car back and I am not buying the tires here. I'm done. The guy who officially greeted me in the morning and said it would be done by 12pm and then 3pm said " I said by 6!" I walked away before giving him a piece of my mind. Upon leaving they said I owed them $80 for the alignment which was part of my "package" after a long fight, i was given 10% off and left. I will add I called the store manager and was told I was not a "priority" because I did not make an appointment... well then you should put " no walk ins" on the website. NEVER WILL RETURN. Also the guy behind me in line also dropped his car off when the store opened for a flat tire and it was still not ready and another gentlemen had also been waiting all day and he had an appointment. This place is a joke, so is management. I went to another shop that charged me $180 for brand new tires and they were put on in 10 minutes. read more

I went in today for an oil change and tire rotation. I was there 10 minutes before they even opened, 4th in line, and even once they opened, it took 20 minutes to finally talk to a service rep. They assured me it would take not more or barely longer than an hour. I came back an hour and a half later thinking that was more than enough time. They told me they had broken two studs and was trying to fix them. They never called me saying that it would take longer. When I tried to pick up the car at that time, it also took 20 minutes trying to wait for another sales rep. When he told me the issue, they never told me how much longer it would take to fix. He "disappeared" into the garage and never got back to me. I left the mall for two more hours, came back and saw that my car was sitting in the parking lot. Again, I never got a call that it was finished. Also, again, I had to wait at least 20 minutes for a service rep to pay, even though I saw at least 2 more just walking around the garage. When I finally paid, I went back to my car and inspected the tires, something I had learned the hard way to do after a service after poor service from the same Sears Auto Center. I noticed a lug nut was missing from the front, right tire. I went back into Sears, had to wait at least another 10 minutes, and was told that I had brought the car into Sears like that. I went back out to the car and attempted to put a spare lug nut on, but then noticed that the stud was damaged and a chunk of it was missing. Something like that could only happen with the attempted removal of a nut. I had NEVER ever removed the tires, or had anyone else remove those tires, besides Sears, for at least 5 years, I had purchased two sets of tires for the same vehicle there, and it included free lifetime rotation so I had no reason for anyone else to remove the tires and I had never gotten a flat. A lug nut does not just get ripped off and take part of the stud with it. Again, I went back into Sears and tried waiting for another 15 minutes, but I was losing my temper and knew nothing good would come of it. Even if I had brought the car in with a lug nut missing, Sears never told me that I was, or that the stud was damaged nor did they ever suggest that I get that fixed. The sad thing is, this was the SECOND TIME THIS YEAR that I had left Sears with a damaged stud. The first time I had cause such a scene after fighting with the sales rep for over 15 minutes that they fixed it for free. I just did not have the energy to try that again the second time around. Avoid this Sears at all costs. They are slow, incompetent, and do not care about the customer or the safety of the customer at all. read more

I am writing this review because of the gross mishandling of my safety, property, and time while at the Security Square Sears Auto Center and White Marsh Sears Auto Center, both located in Baltimore, Maryland. The morning of November 27, 2013 I went to the Sears Auto Center located at Security Square Mall. I arrived at the service center around 9 am due to my ABS and Brake indicator lights showing on my Jeep Cherokee. After pulling into the shop, I told the mechanic on duty that my indicators had gone off and that I felt shaking in the steering wheel when braking. I was on my way back to New Jersey for Thanksgiving and had pulled into the closest Sears Auto Center off I-695. I was told that a diagnostic would be run and then the services for my vehicle would be determined. After waiting for 3 hours without an update, I was told that the diagnostic equipment was not functioning and I would have to go to another Sears. One mechanic who happened to overhear this conversation remarked that the diagnostic equipment had not been working for a week. For 3 hours I sat in the waiting room for a service I could never receive, without any guidance from staff. I decided to try the next closest Sears Auto Center. When I reached the White Marsh Sears Auto Center it was around 1 pm. I was told that they were extremely busy and it could take anywhere from 2-3 hours just for my brake evaluation to be done. My brake evaluation was not completed until 7pm. At that time, I was told by an associate, Patrick, that all four of my rotors and the brake pads in the rear needed to be changed. He stressed that I could not drive the car in its current condition and that the only solution was to have the parts replaced. He explicitly said, "We cannot allow you to drive the car without having these repairs done, the vehicle is not safe". As a native of New Jersey, I was not aware of Maryland state law and trusted his judgment. I believed the implication that my vehicle was out of regulation and could not be on Maryland roads. The associate knew I was not a Baltimore native and was on my way home to New Jersey. His only suggestion to me to was to use the Sears Auto Center discount with Avis if I needed a vehicle immediately. He assured me that the repairs would be completed by 5 pm tomorrow because the center was open during Thanksgiving. The total for my services would be $700.43. On November 28, 2013 I arrived at the Auto Center in White Marsh to find that the store was closed and would not be opened until 8pm for the early Black Friday sale event. For 3 hours I waited for the Sears Auto Center to be opened only to find that my vehicle was not repaired and could not have been finished by 5 pm because the shop was officially closed all day. In fact, when I walked into the shop, my vehicle was still on the lift with the tires off and the old parts still on - the same state it was in when I last saw it. I was then told that two level 3 mechanics would immediately begin working on my vehicle because the new parts had come in yesterday. One hour later I was told that the parts ordered for the back rotors were not right and that they were trying to figure out how to complete my repairs. Thirty minutes later the associate on duty called the assistant manager of the auto center, Jeff, to explain to me the status of my vehicle. Jeff told me that my front rotors where out of spec and did in fact need to be replaced. However, he explained that my back rotors could still be used, but needed work due to rust slip. He said the mechanics would work on the back rotors, but if this plan did not work I would have to wait until tomorrow for my parts to be re-ordered and my repairs completed. By this time I was more than extremely upset. I had suffered the mismanagement and nonchalant attitude of the Security Square staff and was now being told a completely different diagnosis for my vehicle by the White Marsh staff. On November 27th I was told I could not drive the vehicle without replacing all of the rotors and the two rear brake pads. On November 28th I was being told that my rear rotors where salvageable and did not need to be replaced. It was extremely clear that my safety, property, and time were not a priority. By the time the repairs were completed it was around 10 pm. The new total for my services would be $188.54. What is more, after leaving the White Marsh Sears Auto Center at 10 pm, I had not been on the road for 2 hours when my ABS and Brake indicators were showing AGAIN! I was trapped on I-95 with FAULTY brakes! My vehicle was not prepared to ensure I could safely travel to New Jersey. My safety came second to expediency. I do not know if the treatment I was subject to was due to miscommunication, sexism, or a general strategy of defrauding customers through coercing them into purchasing unnecessary goods and services, but I am beyond disgusted. I am documenting my experience and submitting it to the Bureau of Consumer Protection. read more

I uaed to work here and hoped things changed but I was wrong. The same old fat manager runs things. They told me my brake light was out and wanted to replace it for 15. I said no ill do it myself. Turns out its not even bad. Waited an hour for an oil change read more

Always have my car serviced at Sears White Marsh. Everyone is very kind and courteous. Darren is top notch

Wonderful service. Had no issues after having my truck there. They did a great job and had it done on time. I will always recommend them.

I went to Sears for two leaking tires. They got me in right away. I was told they had to re-bead my tires and replace one stem. I wake up the next morning and both tires were leaking worse than when I took them to Sears. So the following day I show up after work and explain my issue and the guy at the counter appeared very concerned. So off to the waiting area I went. Why they have a window in there so you can see the work area is beyond me. In my nearly 2 hour wait, I observed one mechanic walk back and forth for nearly 90 mins and never once touch a car. The other mechanics were sitting around playing on their phones. So I went back to the counter and asked how much longer it would be. After a little complaining they agreed to refund my money. So a few mins later I am handed my keys and told they fixed the issue. So today I wake up and both tires are still leaking!!!!!! The one that leaks the worst still has the same stem on it from when I brought it in the first time. read more

the staff at sears auto center were courteous and helpful. buying new tires is a pretty big investment and I feel like the sales associate helped me to make the best decision for my vehicle read more