Technician was fast, reliable, and fixed my issue quickly. Highly recommend Juan. I cannot say the same about Sears customer service. Again, Juan was perfect, but I HATE the fact that you cannot get in touch with a real person at Sears customer service. I do not like the AI because it cannot do the same thing as an actual person. Sears canceled on us twice without any reason and there is zero way to get in touch with an actual person. Technician: 5 Stars Sears Customer Service: -5 Stars read more

Service tech arrived without calling. Looked at machine and without touching it he said he knew what was wrong. Had to order parts. I asked him to be so kind as to start a normal cycle and see how it had malfunctioned. so, he did.WHEN it acted up and began to bang he said it would not hurt the machine. said i could use it while waiting for parts. when i tried to run a load after he left, it banged, moved machine around.... and never spun clothes out. I don't know his name, but he was not as professional as all the others have been. I am desperate to get my machine working again....... two weeks.... too many delays. I am frustrated with the service. read more

I made an appointment for annual preventive maintenance check on 5 appliances at the same time with one technician, but the Tech was asked to check only 2 of them! The Tech, Steven, is good. It is not his fault. The next day, I received 3 emails asking to reschedule the remaining 3 appointments, but the only time slot it gives is 8 am to 5 pm! And there is no option to request the same Tech for all 3 appliances. Sears does not seem to care about customer service anymore! read more

I was promised an itemized receipt and statement that I need for an extended warranty claim. I never received it. I tried calling but there are no live people answering, only an AI bot that does not have options to resolve the issue. I then went online and some guy said the statement would be sent via email within 24 hours. It has been 48 hours and nothing has been sent. No service after the visit, zero! Impossible to do business wit. read more

I have requested repair service from my Sears Home Warranty and they have cancelled 4 TIMES with no explanation! Do not trust this warranty or company. Avoid at all cost!! One star is too high of a rating! read more

Great service repair man. He was early for the appointment and finished the repair in a timely manner.

It has been 11 days since I called and 9 days since Sears first attempted to repair my dryer. Now, eight long phone calls and four canceled appointments later, Sears still has my money and I still do not have a fully functional dryer. I have encountered nothing but failure and incompetence from every single interaction I have had with this company. Over the 2024 Memorial Day weekend, my Whirlpool dryer stopped producing heat. Sears was suggested by a friend, so I called them on May 27th and had a repair appointment set for that Thursday the 30th. The technician came, took my dryer apart, up sold me $50 for cleaning, and put the dryer back together. When he was finished, I paid the $450 and he was on his way. I promptly washed a load of laundry and put it in the dryer, only to find that it was still not producing any heat, the exact same problem it was experiencing before the attempted repair. The next morning, I called to get a recall appointment for someone to come out and correct the original technician's mistake. That appointment was incorrectly entered into the system, causing it to be cancelled. Thus began what is still ongoing. Each of the four scheduled recall appointments I have set has been canceled due to an error of one kind or another on Sears' end. I have been on the phone for 30 minutes to an hour with them every business day since May 30th. It is June 7th. I have blocked off four hours to be at home four different times, only to discover that the appointment has been canceled. Twice, they were canceled with NO NOTIFICATION WHATSOEVER. No text, no email, no phone call. Each time, I had to call and spend another half hour or more on the phone, only to discover that the appointment had been incorrectly entered into their system, and I had to set up a new recall appointment. I am now waiting for the FIFTH time for recall appointment to come this afternoon (June 7). We will see if it actually happens. Do not use Sears Appliance Repair under any circumstance. The failure and incompetence has happened too many times for the problems to only exist with a couple bad employees. The failure and incompetence of this company has shown itself in every interaction and at every level. read more

Tech kept me informed about his pending arrival, listened to my concerns and repaired my microwave within his first visit.

David was great! He was friendly, a good communicator, and adept in effecting the repair. He listened to my explanation of the problem (some repair people don't listen well), made his own assessment, and confirmed my diagnosis that my oven igniter had gone bad. He had the part on his truck, replaced my old igniter, documented the work, and was on his way. If all Sears repair people are like David, I will happily call Sears for all my appliance repairs. read more

My appointment was between 8 to 12 they did show up or call until until 3 00. Them they claim they came to my house and lady opened the door and said her stove wasn't working. My claim was about a furnace/ heating issue... they went to the wrong address. I saw them pass my house and tried to call Robert the technician and his phone went to voicemail and I couldn't leave message because it was full. I am very upset because this is another day without heat. Almost a week read more

Repaired the issue , however forgot to push the ice maker all the way in to engage the gear that turns the ice feeder auger. Personality as a repair man was horrible. Upon entry of home he didn't say hi, how are you, or anything. Didn't explain what was wrong, was leaving and didn't say a word. Sears might should do some training on personality. He was on the phone most of the time there. Never, never, send this repair man to my home again. NEVER!! At least when walking through the front door a person could say "hi, how are you"? Also, Sears should not ship the part to the customer. The repair man should have the part with him so he can verify that it's the correct part before arrival. Sears used to be better than this!! read more

He was fine but I will never use Sears again. I just went to Lowes and bought a new Whirlpool dw, delivering and installing fir less that you were charging to fix plastic upper tray. Be ashamed!!!! I was told initially that he WOULD do repairs on his first trip. I looked, spent 2 minutes and said he had to order parts fir basket and it would be $400. I went and bought a new Whirlpool from Lowes for $500. read more

Service was good. Price was a bit steep for a 15 minute diagnostic check on a washing machine.

The service was good but the timing that it took getting to me was not as good overall I give a 4 star

Customer service was horrible. Received email that parts were ordered 2 weeks before my appointment, only to find out on the day of my appointment that parts were never ordered. Service Tech was very argumentative and placed blame on another tech. I was given another appointment - 2 additional weeks- between 8-12. Tech called after 12 on the day of my appointment to say he had the part but another tech who was an hour away had the installation tools and by the way, we had to pay over $400 out of pocket for uncovered services. When I questioned those fees, he became indignant and raised his voice at me. I ended the call and immediately called the warranty company to report them and cancel all appointments. Horrible Customer Service!!! read more

Brian C was very professional and gave a thorough inspection. He tested and found Freon leaking at the evaporator coil and put stop leak into the system. He had the system cooling in a very short time. He did say the next time it leaked, the coil will need to be replaced. Sears Home Service protection plan has certainly put mor emphasis on service from a couple years ago. I understand there may have been a shortage of qualified repair technicians. Now, Chinch or Sears allows us to pick a day of service convenient for the homeowner. We were so glad to see Cinch using local repair technicians as well as Birmingham technicians. So, rather than waiting a few weeks to have my central HVAC repaired, I was able to place the service call on Sunday and a technician was scheduled on Monday (my choice of days). In 90+ degree weather this is very important. Thank you for making the online service request process much more user focused. read more

Technician charged me $450 to repair my LG washer. Unfortunately it still had the same issue after he told me it was fixed and left. He came back and offered to fix it saying it was not the pump but the water line valve and was going to charge me for more parts and labor but would not refund me for original incorrect repair and parts. I called Sears Customer Service. The rep apologized and offered to send another technician but I had to pay another fee for him to look at washer then pay for whatever parts and labor. Still with no refund. I asked that they send another technician to verify my washer was still broken to at least get my refund. I got transferred to another department. In the end, everyone was nice with lots of apologizing but no one would help me. The technician promised to make a call and get me a refund. He signed a form saying the client released Sears from fixing my washer. That was not what I agreed to at all and I didn't sign any form. $450 is a lot of money. We've bought all our appliances from Sears because we trusted the name. This is very disappointing. I would like a refund and no more apologies please. read more

Do not use them. Dishwasher did not work. They sent a person who was not a licensed plumber or electrician. He said he was not allowed to turn off the power or the water. This was for a Dishwasher! Why would you send a technician who is neither a plumber nor an electrician to work on a dishwasher? I turned off the power and the water, he pulled the dishwasher out of the wall ( scratched my hardwood floors) and spent all the time on the phone trying to talk to someone about the problem. Said I needed a new motor, blah blah blah., but wasn't sure if that was actually the problem. Just wanted the money and to make us buy a new dishwasher from them. When we replaced the dishwasher ( on our own) we discovered that the hose was clogged which was the problem all along. I wish I had asked for my money back, but they did show up in a timely manner, but absolutely no value. read more

The two technicians that came today left our dryer vent hose kinked up and my disabled husband and to fix it and while fixing it there was a screw missing to the machine that he found and put back in. The total time the two technicians were here was approximately five minutes. The first technician, Juan, did an excellent job from the first appointment. read more

Technician never showed up I was told his GPS took him to somewhere else so he just closed it out and never called and asked for directions. If I could give zero stars I would!! Worst company ever read more

Washer repair. 2 different appts Cody never attempted to call night before or morning of- sent a picture of trees stating i was not at home. He never came to my house or called my phone. He wasted 2 off days of mine for nothing. I have cameras and cell phone records that prove he did not attempt to complete the service call. read more

This company came to service our range earlier this month, and the issue was not presenting. The tech told me there is a 30 day warranty on the service call. Within that time the issue came up again. We scheduled a new appointment. Almost every day this week I've received an email and text confirming the appointment. This morning I got a text and email saying the appointment was canceled. I called to figure out why, and the call center guy said the tech was not the one who was to work on that particular appliance. They've been texting me for a week. The earliest they could reschedule is five days from now. I asked for them to call someone local to get an earlier appointment and he said they don't have access to local reps. Customer service call was a waste of time. There are plenty of repair companies in this area. No wonder Sears has gone out of business. read more

Service requested is good. The quality good, value of the produre is considered as good. Thanks for the opportunity to make my voice heard. Overall at this point that service is good. read more

We were given a 9 hour window for our repair and the technician still managed to show up nearly a half hour past the end of the window. Poor communication also. Overall would not recommend. read more

The Tech was fine when he came out to do the work but the issue was they kept rescheduling after never showing up or letting us know earlier that they would not be able to come out. It took over a month for them to finally show up. read more

Came out the day after I called and fixed it same day. Otherwise very dissatisfied. I told him in advance we had new floors and he needed to take steps not to damage them. The first thing he did was have my mother sign a form saying he's not responsible for floor damage. I told him in advance that the problem was the hose carrying water to the ice maker, it was leaking and I visualized it before calling. He charged $359 to repair this hose which took only a few minutes. He told my mother he had to charge triple and she didn't understand why. He never called me to explain the exorbitant coat nor did he give a detailed receipt of the charges. I feel taken advantage of. I will not use Sears in the future. read more

Terrible experience every time I've used them. I had a dryer need repair and a few days after the technician "fixed" it, it fell apart. Called another guy out and he said the first guy stripped the screws and I needed a new drum. Warranty wouldn't cover it because it was not normal wear and tear and Sears refused to send someone else out without me paying for their screw up. On another repair, I kept my day open for the 8 am to 5 pm service window (which is already ridiculous) and the guy didn't show up until almost 6 pm. Unreliable and unhelpful. You can't talk to a person. Everything is automated and the only way to talk to a person is through chat. read more

I have a home warranty. Sears is the only washing machine repair service provider for my area. Sears was contacted 12/29/22 to come out for a repair. The tech showed up a week later. He removed a part on my machine after beating in it with a hammer and replaced that party. My machine was making an awful noise after he left. Another call to the warranty company and another visit by Sears. They said they have to order additional parts. Now, every time they are scheduled to come back out they cancel the appointment and reschedule. There have been 5 cancellations since the initial visit and I still have a broken machine. I would NOT recommend Sears for any repairs. When you do finally get someone on the phone they want to sell you another service. Why would I buy another service when not keeping commitments on the one I have ? Awful. read more

My First appointment was rescheduled at 8 at night after taking off work and waiting all day. When speaking with the office I was advised with the reschedule we would be the first stop so my husband could go into work when they were done. He called all day no one showed up. Received a text at 5:45 asking if it would be okay to come around 6:30. I responded yes. The tech pulled in my driveway at 7:33 and pulled back out by 7:33. He then called and asked if i still wanted him to come and i told him yes i have already waited 2 whole days to get my washing machine fixed that it was fine. He responded with nah im good and hung up. CLOSED out my order and charged our warranty company! Never came to the door or anything! We have spent all day again trying to get in touch with the office and cannot seem to get a call back! I get things come up but the absolute lack of communication is ridiculous and then the way it was handled was even worse. I have the call recording and clip of him pulling in and back out And will be sending it to the company (if anyone calls back) and our home warranty. read more

the part is only 200 labor is to much for a 5 minute fix and we all ready replaced that part once and it's not worth 600 dollars to fix

This assignment started on 11/13/23. The mentioned tech Brian C. came out to do a repair on my Heat Pump. The tech acted as if they really knew their job but it was just an Illusion!!! From 11/13/23, my wife and myself have been given the run around by this tech. On 5-6 different occasion, the tech didn't show up at al!!! I have called numerous times to get updates on this repair but this technician has personally Cancelled them thru the system. We don't believe that the Tech doesn't know their job completely!!! I've spent numerous hours (all day) and several days with "No Show!" This Tech by the name of Brian C has shown ZERO urgency in getting my repair done!!! Why are you guys company allowing individuals as such, ride the clock and give very piss poor customer service!!! From 11/13/23 until 01/12/24, my repair hasn't been completed!!! Lastl, if this person by the name of Merrick Talley exists @ 470-917-1454, Regional Manager, I want to know why service #43607541, has not been an priority and is always being cancelled by this tech Brian C. If this tech doesn't wants to work, I'm pretty sure their individuals with Sears that would like the opportunity to be Productive, Prompt and Give the Customer the absolutely best service possible!!!!This need some Action and Traction on getting resolved!!! read more

Received your comment requesting name, address & phone number but your email address is not complete so unable to respond.

Made an appointment to repair our washing machine. The idiot on their online "chat" insisted on making the appointment for me and put in the wrong phone number. After waiting 2 days for my allotted time schedule, the repairman never showed and when I called at 4pm, the CSR was apologetic and corrected my phone Number, and allegedly contacting the repairman. Of course, their system then could not find my original order at 7pm when he again DID NOT arrive and I called to find out why . CSR insisted that that he would be out. Seriously?? I asked him to call the repairman and verify. Oops, "It looks like they are closed." He said they would be able to get to me the next day (today), between 1-5. I looked at the email confirmation they sent, and it is scheduled for NEXT Monday (5 days from now)!!! They should quit hiring idiots to run their business. No wonder they are going bankrupt! I have cancelled and called someone local who will be here today. read more

Washing machine broke. I called to set up an appointment to have a tech come and repair it. After being on the phone for over 10 minutes with the CA trying to sell different "plans" to me I was told it would be a whole week before someone could even come and look at my washer. This is an unacceptable time frame because who knows how long it would have taken to order parts and repair the machine after the tech showed up. The CA didn't seem to care but I'm pretty sure he wasn't local. When you start outsourcing your call centers you better be sure that the people who answer your phones speak clearly and have skills for customer service. All of our appliance purchases over the last 15 years have been from Sears but not anymore. I refuse to deal with this again if I need a repair. Will be purchasing a new washer from another company today. read more

Sears told me to be available for a 8 am - 5 pm service window. They couldn't narrow it down any more than that. So I miss my son's soccer game and put everything else on hold so I can be home all day to wait on Sears. Then, 5 hours into that service window, I get a text message telling me they had rescheduled me for 2 days later. A text message. No explanation, no apology. Taking my business elsewhere. read more

My fridge has already broke twice - 6 months old... They'll send someone to look at it, but won't replace it until it keeps breaking! I can't wait to meet their tech - they'll love me I'm going to refuse repair when they arrive on the 29th again. I keep telling them I'm not doing this every 90 days - it's insane! read more

This is a scam run out of the Philippines. The real company name is A&E. They come, look at your appliance, say they need to order parts, cash your check and you never see them again. Do not use these people. I don't even think Sears is in business any more. read more

Service is awful, after taking off work for 2 appointments, i called to check on arrival time to be told the only (1) service Tech in Birmingham was out sick. Could never get a Supervisor to call back. Finally had a Tech show up to replace the front door of my refrigerator. After taking the front door apart and spread all over my kitchen, I was told he could not pull the refrigerator out of the cabinet. So the tech left with my refrigerator in pieces and never came back. I ended up replacing the front door myself. And are still waiting to hear from any Supervisor or management from Sears or the repair company. They truly don't care about their customers and i will never buy another thing from Sears. 3 months of gravitation and still ended up fixing it my self. read more

Very difficult time in getting earnest money back from service they cannot provide. Agreed for full replacement oh HVAC unit because of coil that had gone bad. Unit was 19 yrs old. Stephen my sales rep advised me and rightfully so ,that instead of replacement that I should just replace whole unit. Agreed to by contract I remind you on a Friday. That weekend after discussing with my wife , informed Stephen on following Sunday, that I would just do a 4 ton 16 seer ac unit. He was fine with and would inform company. After two days , he contacted me to say that he would not be able to perform this ,because my existing heat unit was 3.5 ton and would not be compatible( you can't make these things up) .Advised that he would like to come Wednesday morning and start over with what we are going to do plus get new contract signed, I obliged. When revisiting , I was having buyers remorse because their CARRIER line ,which The reviews were middle of the pack at best and very expensive. $7,600 for just ac unit. I did not sign any additional paperwork and informed him that I would review again all the options discussed and get back to him. That Friday, one week later from original meeting , I notified by phone to Daniel his manager that I would be canceling. He advised that I would have to send cancellation VIA MAIL ! MAIL ! not by phone , not by email , and not even scanned signed contract by email. I explained all above about starting over , non compatibility of ac unit to existing unit and all. His response was , I'm sorry but we will not be refunding your deposit. No materials were finalized on, no materials ordered , no install date assigned , nothing. Daniel never cared about changing my mind , he just seemed spiteful to tell me the deposit would not be refunded because he does not have cancellation by MAIL. I have not heard anything more , they have my money and yet I still have never mailed cancellation. Sears is struggling to keep the doors open, and as you can see not hard to believe. My situation has been a nightmare. I would highly advise using this company for anything much home services. read more

They called when they were on their way to confirm. They fixed our riding lawnmower (pulley and belt-drive) without any problems.