Wilmington, DE repair reviews

Reliable and knowledgeable service person.

Great tech.

November 2020, I called the Sears repair services in DE to schedule a service. I explained to the lady who picked up the phone that there were some small scratches on my glass stovetop and asked whether they could send someone to repair it. She said yes and also said that the service is categorized as maintenance and not a repair because it is simple. First, she suggested scheduling the service on December 25, but I said I did not want the technician to have to work on Christmas Day, and then she scheduled the service for January 25, 2021, and said the technician would come between 1:00-5:00 PM. I asked about the cost of service, and the lady said $XX. On January 25, 2021, I received a reminder text about my appointment and an email in which my service was described as preventive maintenance. I called the Sears repair again; the same lady picked up the phone. I said that I wanted to double-check and make sure they understood what type of services I expected (polishing the small scratches), she said yes. The technician did not call me until 4:00 PM. When he called me, he said that he would arrive closer to 5:00 PM. I said it would be fine and asked him if he knew what type of service I expected: there were small scratches on the stovetop that needed to be polished. He said he did not know and said he would call me back. He called me back after 10 minutes and said he would come to take a look and see what he could do. He arrived around 4:40 PM. He had a polish kit with him. He took a look at the stove and said that he was not sure if polishing would work. He also called his boss a couple of times. He asked me how much I was told the service would be; I explained the lady on the phone who scheduled the service said $XX. He said that the $XX was only for the diagnosis. The service itself (polishing) would be $YY, and he would not know if it would work. I declined the service because it did not make sense to pay $ZZZ for something he was not sure could be done. He called his manager and said that I was declining the service. The Sears system did not allow him to cancel the $XX. SO I had to pay him basically for nothing. There was no diagnosis. Looking at a surface and seeing some scratches that I had told the operator about is not a diagnosis. I was given the wrong information by the woman who schedules the services and then had to pay $XX. The technician left the polishing kit and left. This a horrible way of treating customers. I sent a complaint to the Sears Customer service on the next day (Tuesday, Jan 26). Nobody has responded so far. According to the review guidelines, I cannot write the prices here.

Very careful and thorough repair.

Not the cheapest service, fixed the issue quickly, I was surprised the tech didn’t offer to replace the lightbulb that was out inside the dryer.

I did not like that I was told the 89.00 diagnostic fee will not go towards the repair bill. When I made the appt to get service, I was told if I got the repair done, that the 89.00 diagnostic fee goes towards the repair bill not added to the amount. I am filing a request for the return of the 89 diagnostic fee

No complaints about quality of the work. However, the tech started off by saying that the part he was there to install was not the right one before confirming that this was indeed the case (it was the right part). Then, when I gave him the reason for the repair (panel between the fridge and freezer was overheating due to busted compressor fan), he kept insisting that it was normal for the central panel to heat up. I appreciate friendly chatter but found this unnecessarily argumentative.

Sears Home Improvement is one of of the better service providers out there - we have not been disappointed each time we called on Sears and the job on our water heater was no different.

The technicians arrived later in the day but still within the window they were supposed to arrive, than we would have liked. Ultimately, this made no difference as they completed the work in good time. John, the technician who oversaw the work, was friendly and informed us about Sears' services and offers in non-coercive way which was much appreciated.

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