3720 Pepperell Parkway Reviews

The tech was outstanding and completely understood the importance of customer relations

Very nice gentleman. Was able to pin point the problem right off the bat. Very top notch in his field

Good service

JD, our technician, was very helpful after the previous technician didn’t show or call. The second technician also ordered the wrong part for our dryer. Communication could be improved; it’s hard to get a live agent. This process took almost 4 weeks to complete. I understand the understaff.

When I did get the Tech out he did a good job. They caused me four different days that they supposed to have showed up and didn't show up or call. AI sucks.

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.

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.