Leominster, MA repair reviews

Technicians Great; Sears Customer Service - Bottom of the Barrel Riding Lawn Mower. Paid for Deluxe Maintenance (not repair). The website does not accommodate any questions or comments regarding scheduling so I called. Sears uses Artificial Intelligence (misnomer) and foreign call centers to handle customer service issues. After being transferred a couple of times I spoke with a man who set up the appointment. Their 9 hour window of service is always "8am - 5pm". I specifically told him I'd be driving from another city that morning, to please make a note to schedule after 11am. After racing to the appt, the technician had already come and gone. Rescheduled. The technician arrived on time and was pleasant, competent and quick but he didn't have all the parts he needed. He said he'd need to order them and he or another tech would be back to install them. Did I want to pay in full that day for the Deluxe Service or just partial and pay the rest when the job was finished? I opted to pay in full. (mistake) The parts were mailed directly to me and I scheduled their installation. Two days before the appointment I received an email from Sears saying the appointment was cancelled. No explanation (though the tech did say it was late in the season and techs were needed for snowblower repair). Never any follow-up from Sears. In spring I called again to make an appointment for them to finish the job. Same deal - AI, Foreign Call Center. Finally got to a woman and explained the situation. This was to FINISH a job, not schedule a new one and the job had already been paid for. She was very nice and understood but had to forward the request to another department and they'd get back to me. No one did. I received an email with a date scheduled and a notice that I would have to pay almost half again what I had originally paid. Didn't bother with their insurmountable customer service; figured I'd argue with the tech when he came. He arrived and I explained the situation. I had all my emails and paperwork there. He said he just had to do what headquarters told him to do. I argued some more. The parts were right there and everything had been paid for. He contacted headquarters and they quoted him an even higher price to charge me (I assume they were now including the parts in addition to the service call). Finally the tech said that he could make an adjustment. Took him 15 minutes to install the parts and said he'd probably get in trouble but he agreed with me and my paperwork. He made a satisfactory financial adjustment. Bottom line: it's no wonder Sears is going under. Since local dealers will not service Sears, in the future I will go buy another brand from a local dealer before I'll ever try to schedule another Sears service. New tractor next year - Yay!

Needs better communication about arriving late

the repairs was done to my satisfaction

Great service on our double wall oven. Technician was experienced and did a great job!

Great technician. Did a fantastic job!

Fixed my clogged dish washer in a timely manner

If the gasket could not have been totally cleaned it should have been replaced

Washer repaired as promised.

sent wrong part ....twice!!!!! could not repair . finally wemt to another store.,all together dish washer out of use more than 30 days not nice

glad i called them