1601 Arden Way Reviews

This was a maintenance service NOT a repair. The tech did find a repair is needed on the washer and as he did not have the part necessary to make the repair scheduled a date of July 26 to return. I received a call prior to 7-26 telling me the part was not yet available and changed the repair date to August 4.

A sears technician came to our home on Monday, August 22nd to check out our dishwasher that had not been working. The website states that the fee will be $59 and that covers the following: "The diagnostic fee is the cost to have a tech come to your home and provide a repair estimate. If you decide to proceed with the repair, your total costs will include the diagnostic fee and labor, plus any parts and applicable sales tax. If you decline the repair, you will still be responsible for the diagnostic fee." The technician came out and tried to assess the problem. He looked at the pump, motherboard, and unplugged/plugged in our dishwasher. He then charged us $84.99. This was made up of the $59 diagnostic fee and an extra $25.99 fee. On the receipt, the $25.99 fee is labeled as "PM Regular (CC Only)". The technician told me that fee was for looking at the dishwasher for the problem. I believe assessing the problem should be part of the diagnostic fee. In addition, the technician should have informed us that he was about to perform a service and the price of that service BEFORE he performed it so that we could have a choice in incurring the additional cost. I contacted the business on Monday at the number above to ask questions. They stated that they would escalate the issue to their billing department and I should hear back in 24 hours. On Tuesday, I had not heard anything so I called again. They told me it can take up to 48 hours to get a response. On Wednesday, I still had not heard anything and called again. They looked up my account and said someone from billing will "certainly" call me by the end the day. On Thursday, I still had not heard anything. I called again and was escalated to a supervisor named Ed. He informed me that there was no record of a billing dispute made on my account even though I had been assured the dispute had been submitted on Monday. He stated that he submitted another dispute and that I should hear back in 24-48 business hours. I stated that I had no confidence in their commitment to call me back as they had promised the same on Monday, Tuesday, and Wednesday. The issue is still unresolved. I asked the business to provide me with confirmation of the billing dispute escalation but Ed stated that he was unable to send me a copy of the email nor a dispute case number. The business is working very deceptively and its customer agents are giving customers the roundabout in order to avoid reimbursing me for the over payment.

I am very disappointed in the 2 men that came to check my dishwasher. the first one did not know how to put it back together, the second one broke it. I am waiting for the part that was broken and only hope this time the person will know what there doing.

I have had nothing but issues with Sears fixing my refrigerator. I cannot even go into detail about how awful it has been because there isn't enough space on this platform to do so. Go with someone else!! Do not call Sears to fix your fridge!!!

I needed a thermal fuse for a kenmore dryer. I looked up the part and said it was at Sears Arden location. Drove here and can't find any associates. 5 minutes later I found one young lady that told me the home appliances was upstairs. Of course the escalator was not operating. I had to leave the store to find a working escalator that went upstairs. Walked around upstairs and I finally found N associate that couldn't help me because it was her department. I waited patiently as the other associate was helping an upset customer with their return. When they were finished, I asked them for the appliance repair department so I can purchase my fuse and they told me that department is not at this location. Please update your website!

Waste of my time! Tech said he can not re level the drier, not in his job description. He said he only has time to hook up his iPad to the unit and check for fault codes, and bye bye!

This past summer, my Sears riding mower had its starter go out. I called Sears and they sent a repairman out, who diagnosed the problem for the $99 fee, which I agreed to, and then said I had 3 days to decide whether or not to use them. He'd have to make a return trip after ordering parts, anyway. Very nice, and professional in all aspects. He gave me his card, which had an 800 number to call. The next day, I decided I would use Sears, and have this guy do the repair, since he had diagnosed it. Instead of reaching a local repair call center, I discovered that I was speaking to a foreigner in the Phillippines! He also said I would have to pay an additional diagnostic fee, which I questioned, because it had already been diagnosed the day before, and I was calling within the time limit. He tried to tell me that what the repairman told me is not Sears policy, and that I would have to pay the additional diagnostic fee, and he could not guarantee that I would have the same repairman. I said "Forget it!" and found a real American locally, who repaired it and charged $415, instead of over $600 that I would have paid Sears. I will never buy from Sears again.

The lights would not turn off in the refrigerator. It melted the housing. It's a defective problem and I was told it be fixed with no charge. I looked it up online and this was a common problem with this model and others. The repairman said the parts would be free but he would have to charge for labor! $299 it would cost. So this is a defect or design flaw made by the manufacturer and was told you'd cover the cost. But it turns out you are not covering the cost