Dallas, TX repair reviews

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4.1 out of 5 stars

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  1. Rude technician that didn't actually do anything to remediate the problem

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    My washing machine has been leaking water and transmission fluid since the beginning on December. Your technician, Brian, that came out in December was a complete jerk, wasn't here for more than 10 minutes, didn't even run the washing machine, and said there was nothing wrong with it. So I had another technician come out a month later after it continued to leak and continued to ruin my molding, walls, and cause water damage in my utility room and breakfast room. He told me that the dryer wasn't working because the vent must be dirty but Sear was the last people to clean my vent out in the attic in the Summer. He said there was no way they did it well and that there wasn't anything he could do.
    DALLAS, TX
    January 18, 2020
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  2. Worst service experience I had ever had

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    Several weeks ago (now over 2 months), we noticed that our washer was leaving gunk on our laundry. We attempted over a dozen empty washes (some with vinegar) and multiple affesh and the self-cleaning steam function but the problem persisted. We contacted sears to schedule an appointment. The person who set up that appointment suggested adding backing soda to the cleaning runs and we did a few more. The first tech came for the appointment looked in the machine did no repairs or investigations and suggested adding bleach to the water runs we were doing and set up a follow up appointment in case that did not resolve. The second tech also did no repairs or investigation other than opening the machine and running some water. He concluded that the outer tub assembly was likely in need of replacement or possibly cleaning. He attempted to order the part but the part is not available to be order (I looked on internet part sites, he is not making this up). He scheduled a new appointment so that a 2 man team could take the machine apart and confirm his conclusions. That appointment was cancelled because only 1 man was scheduled. The tech called me to ask about the note in the file about a 2 man team. He rescheduled so a 2 man team could come. I worked with the service team on the phone to ensure a 2 man team would be assigned and there would not be a repeat of the 3rd appointment’s failure to show up. For that 4th appointment there was in fact a repeat of exactly what happened in the 3rd appointment. The tech called said he read the note tat a 2 man team was required but he was only 1 man. I had a repeat as well of the customer service folks swearing this would not happen again. For the 5th appointment it the tech called to say he saw the note and was still only 1 man but would come anyway, then called minutes later to say his truck broke down and had to go to the tire store would come as soon as he could, then was never came. I again worked with the customer service who swore again this would not happen again. For the 6th appointment the tech called to say he did not think it was a 2 man job and thought he might be able to do the repair alone. He did actually show up and removed the wash plate cleaned under it and replaced the wash plate, ran a little water and it looked like he might actually be successful. We ran a load of wash with my already clean paint cloths so we would not destroy more laundry. The issue reoccurred, so I called to set a 7th appointment. That appointment would have been today. The tech called near the beginning of the time block to say the repair was not covered under the protection agreement and I needed to call customer service to resolve. Customer service was able to immediately resolve and added notes, and swore that the tech would still come as he was still scheduled. I left a message at the cell number the caller ID indicated the tech had called from letting him know this was resolved. Half way into the block I followed up with customer service as I had not heard for the tech and could foresee what was coming next. Customer service assured me they were contacting the dispatch to avoid another no show and that there was nothing else to do until the block ended. Turns out they were wrong, I got to text 20 mins before the block ended saying the appointment was cancelled without explanation or rescheduling. I was quickly able get the 8th appointment scheduled. Each time I dealt with customer service it has taken hours with multiple hang ups and transfers until I finally get someone helpful, today was no exception. So it has been almost a month with out the washer and I will have had to take 7 half days off work to be available (1 of the no shows was on a Saturday) and a lost wage of over $2000 and no belief that the problem will be any closer to being resolved. I have spent over a dozen hours on the phone with customer service. We have had to take several trips to the laundromat to do laundry that we can not do at home. Anything you can do to put an end to this madness would be appreciated. The cost of all of the service calls and the time of the phone reps has to be as painful to you as the wage loss is for me. It has been clear where this has been headed since the 2nd appointment when the tech determined the part can not be ordered, but apparently did not inform STAC. The tech and multiple customer service reps has explained the process. STAC agrees the repair can not be done and you replace the machine. The problem is I can not get that to actually happen. While I certainly would be happier if the machine could have been repaired (some features will be hard to replace, like the front panel controls), I now request that we move to the replacement steps so that I can do my laundry without the smell of other people’s laundry products. I would also like to request that you redesign your customer service practices that make it impossible to get the information needed by the techs to them before they are on the way to the appointment, and impossible for customer service staff to communicate with the techs. Your system is costing you a fortune in rework and losing you customers (hard to imagine doing business with Sears again which until now was my first choice for appliances, and where I have bought several appliances with service agreement in the past). I have had many contacts promising follow ups that never happen. When I follow up nothing has changed, and there is no mechanism to escalate my issue that does not ultimately return you to the same customer service department you started with. So the bottom line is sears protection agreements are worthless and you should avoid them at all costs.
    ADDISON, TX
    January 13, 2020
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    Hi Tom, thank you for taking the time to send your feedback. We apologize for your repair experience. A member of our care team will contact you via email, to assist you further.
    SHS social care. on January 15, 2020
  3. Service was well done

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    The technician did a good job and persevered even though the first part didn't operate correctly. I would have given him five stars except for two things: 1) he left half a tub of water in my washer when he left -- with a dirty towel floating in it (should have drained the tub) and 2) I had to stop him from putting washing machine parts down on my area rugs and hard woods in my living room. While he was pleasant and knowledgeable, I was disappointed in his lack of consideration in these matters. In his defense, it was late in the day and severe weather was moving in and he had another stop, so I know he was in a hurry.
    DALLAS, TX
    January 13, 2020
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  4. Great. Service

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    We appreciate your good service
    DALLAS, TX
    January 10, 2020
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  5. Washer is not repaired. Trans is not functioning is slow although six speeds. Leaking water still from bottom, ruining wall, crown molding, grout a

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    The tech was inefficient. MATCHING dryer has to run small load ninety minutes clothes STILL not dry. WASHER WILL NOT SPIN CORRECTLY. SEND ME EXPERIENCED TECH EFFORT.
    DALLAS, TX
    January 03, 2020
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    Hi Desiree, thank you for taking the time to send us your feedback. We apologize for your repair experience. A member of our care team will contact you via email to assist you.
    SHS social care. on January 14, 2020
  6. knowleable service

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    service rep come out and solved problem in quick fashion
    CARROLLTON, TX
    January 03, 2020
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  7. Excellent service professional

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    The repairman let us know well in advance the window of time he would arrive. He diagnosed the problem quickly, was thorough, tidy, polite and professional. Great job!
    DALLAS, TX
    December 14, 2019
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  8. Great service!

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    Initially, I was a little disappointed because a technician cancelled but I understand because many people are getting sick. Sears was able to reschedule for the next day. The technician came out he was there 20-30 mins and we were back up and running. YAY!!
    DALLAS, TX
    December 13, 2019
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  9. Great service

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    Great service
    DALLAS, TX
    November 28, 2019
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  10. Wonderful Service!

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    Brian did a very good job checking out my dishwasher.
    DALLAS, TX
    September 27, 2019
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