3720 Pepperell Parkway Reviews
Showing most recent reviews from verified customers of Sears Home Services
Evan W
Bill M
The tech was outstanding and completely understood the importance of customer relations
Jennifer S
Robin H
Very nice gentleman. Was able to pin point the problem right off the bat. Very top notch in his field
Nakamurah H
Beth B
What the technician did was fine. He serviced 4 out of 5 of our appliances. He said he wasn't certified to service the refrigerator and we had an appointment later the same day for that. Unfortunately, the technician put in his computer that he had serviced the refrigerator, which cancelled the appointment and sent us a receipt as if he had done it. Now we have to wait at home another day to have the refrigerator serviced.
Customer service response - We apologize for the inconvenience caused by the scheduling error, Beth. Please contact us directly so we can address this issue and ensure your refrigerator is serviced promptly.
Sears Home Services on October 20, 2024
Hope W
Management of Sears in-home appliance repair, This Complaint is not about the technician who was sent, but it does focus on less automation and more human interaction. Specifically, if a complaint/concern is made ONE individual should be available to work with the customer till resolution. The issue described below remains UNTRESOLVED!! This entire experience has been and continues to be an inexcusable inconvenience and extremely poor customer service. Currently, I am the primary caregiver to a 92-year-old, a frequent caregiver to a 94-year-old, and have grandchildren that I have to travel to help support. For many years my family has been satisfied Sears customers. That is no longer the case for me, for the following reasons. Earlier in August, I contacted Sears regarding a problem with my stove. A workman was dispatched on August 7th with an 8 AM to 5 PM window. I was given a price on that day and paid for the repair parts. The repair parts arrived at my home, however: Monday, August 19, 2024: The initial repair was scheduled between 8A-5P. The repairman arrived without a call promptly at 8 AM. The young man worked in my home for 2-3 hours and called his supervisor at least three times. The repairman told me that he would come back with his supervisor at 3:00P that same day since he had no experience with that type of stove. No one came later that day, rather I was called and told that the appointment was rescheduled to Tuesday, August 20, 2024. I commented that I had previously scheduled appointments and would need an early morning appointment. I was assured that would be the case Tuesday, August 20, 2024: No one called or showed. Wednesday, August 21, 2024: After an extremely frustrating interaction with the AUTOMATED system, I was informed that my appointment been rescheduled for August 30, a full 11 days from the initial attempt. When I finally spoke to a human, the situation was explained; I was told that an URGENT request had been placed and that someone would come out the next day, Thursday, August 22. Thursday, August 22, 2024: Guess what? NO CALL, NO SHOW!!! Again with the automated run-around, finally after I kept pushing options, I got a HUMAN. Again I explained the situation, I asked to speak to a supervisor/manager/boss and was transferred to Global in India, where I was informed that a state-side supervisor was not an option. On this same date, I looked up the closest Sears service center whose website said open till 10 PM. Upon arriving at 3720 Pepperell Parkway, Opelika Ala, I found the building vacant. Yet, again, I called, and I got a person in the Global network, who said that he could see all of the calls that have been made, as well as, the rescheduling. He was informed that I needed an appointment for Friday, August 23, 2024. He responded that the best he could do was August 26, between 8A-5P. The customer service representative was informed of my intention to file a complaint. The representative said that he would enter the complaint. Monday, August 26, 2024 The technician did arrive, however was unable to resolve the already paid-for issue.
Customer service response - We apologize for the inconvenience and frustration you've experienced, Hope. Your feedback is important to us, and we would appreciate the opportunity to address your concerns. Please contact us directly so we can work towards a resolution. Thank you for your patience.
Sears Home Services on August 26, 2024
Cathy S
If SEARS would like 1002 reasons why to cut all ties with AHW…I’ll gladly give them 1003! AHS is only attributing to giving SEARS a bad name from just affiliating with them. Let AHS feel the wrath of not pleasing the public sector with their useless warranties.
Customer service response - We apologize for any negative experiences you may have had with our service. Thank you for taking the time to leave a review, and we appreciate your feedback.
Sears Home Services on February 07, 2024
Lee S
Sears Repair Service is the WORST service I’ve ever experienced. Technician Travis R. ordered the wrong part for my refrigerator, charged me $588, and never issued a refund. The correct compressor part has been sitting for over two weeks, yet he never showed up on the scheduled repair date. Instead, he falsely claimed he came by and even uploaded a photo of a different house as “proof.” He’s been to my house twice before—there is absolutely no excuse for not being able to find it. This is completely unacceptable. It’s absolutely outrageous that a technician who clearly lacks the ability to fix the issue would go as far as to lie about it. I’m shocked and extremely disappointed. STAY AWAY from Sears service.
Customer service response - We're really sorry to hear about your experience. This isn’t the service we aim to provide. Please visit searshomeservices.com or call 1-800-469-4663 so we can help resolve this for you. Thanks for giving us a chance to make it right.
Sears Home Services on April 27, 2025
Josh M
I was told a certain price for the diagnostic fee and then was overcharged. Trying to get in touch with an actual employee to fix the situation is impossible. I reached out to the number as suggested below and they did nothing to resolve the situation.
Customer service response - We apologize for the trouble you've faced, Josh. This is not the experience we want for our customers. Please contact us at searshomeservices.com or call 1-800-469-4663 so we can assist you further. Thank you for your patience.
Sears Home Services on April 17, 2025