1601 Arden Way Reviews

Absolutely terrible! Completely automated and useless. They will schedule and cancel and reschedule forever and ever and never come out or actually speak to you. Then if you manage to get ahold of a real person, they will keep you on hold and be just a useless. Don’t waste your time.

The first service Tech was obviously incompitent. The next service tech never showed up in the time frame, and then sears could fit me in for reschedule for another week. After charging me for a service charge and a part, The third tech determined it couldn't be fixed. After stating I will recieve a partial refund, I still haven't recieved it. Being a 17 year loyal customer of Sears, this experience has been terrible. I have purchased a new washer, specifically not from sears.

WARNING DO NOT USE, your will regret it. Still waiting for my refund after more than TWO weeks. Called the customer service number 4 times, spoke to various representatives and supervisors…extremely rude, unhelpful and ridiculous long wait times on the phone. The 1st technician came to my house stated I needed a new control board and ordered the part….was forced to pay for it up-front! A week later another technician came to install the control board and 2nd technician stated the wrong part was ordered and that the actual part would cost about $400, which is more than the dryer is worth…I elected not to repair the dryer. The 2nd technician stated that I would be refunded for the wrong part…2nd technician issued me a refund receipt and said the credit will be applied to my credit in a few days…still no credit after TWO weeks. What has happened to SEARS?

We purchased a master service agreement 2013 and went online due to our washer not draining we made a online service call. We were charged $114.81 for an extended service agreement and $142.00 for labor. The online reminder stated it was" Minimum Charge: $79.00 The minimum charge is the cost to have a tech come to your home and provide a repair estimate. If you decide to proceed with the repair, then the minimum charge will go toward the final cost of repairs. But if you decline the repair, you’ll still be responsible for the minimum charge." The service technician stated we did not have in their system a agreement or it expired. I contact the online chat sears tech they stated we had in the system a master agreement that would expire in November 2016. We were overcharged for the whole service charge $256.81. When I chatted with the online chat they stated they would open a file to process the refund. We received a email stating we were denied the refund. WOW!!!! Even though we had purchased a warranty that was still covered. After being the phone with a sales rep for over one hour due to her not having the ability to find our account and stating she could not find the receipt on their end that we paid with a credit card she stated it was paid in cash. Since they have in their system it was paid in cash we have to wait for a refund check. Beware of the warranties they provide. Not only will we tell all our friends we will post on post on social media how bad they were.

Sears technician showed up, inspected and recommend a replacement of new water heather so I said ok. He called sales department tells them a replacement is needed, all copper connections were in good condition and no replacement needed. I then spoke with sales rep and gives me the estimate of $1,473.25 after I hang up the Sears technician charged me $79 which I thought this fees will go towards labor of installation which that is what it said online when I made the appointment. Two days later a subcontractor from Sears but private vehicle with no company name comes to do the installation and right away tells me that there is going to be an additional charge of $60 because the cooper connections are out of code. So this tells me that Sears send me a technician with no knowledge, charged me $79 and now I am wondering if my water heather really needed to be replaced? Or could have been fixed? This is my first experience with Sears will not recommend them I will never use their service again.

The technician that came out was nice, only he didn't explain really nor did anyone for that matter as it was put by one representative I spoke too " the $75.00 is for them to walk in your house" which was really miss leading I read on the website that was for a complete diagnostic., I was a little pissed when he did a little diagnostic work which again I thought I was paying $75.00 for and turned around and told me he had to charge me another $80.00 for that work and the problem was still not fixed. he cleaned a filter which was not dirty and ran it through a cycle for $80.00 freaking dollars and the $75 yeah right read there ad as it clearly says that's a diagnostic charge . I would make sure they don't touch anything until it is clearly brought to your attention what they will do before they hit you bullshit charges.. Make that your first task otherwise they will hit like they hit me... my advise go on you tube and fix the issue yourself for $75.00 you could probably buy the part or parts and the tools you would need.. no appliance repair people are worth it they mark there everything up a 100% & charge you for showing up..after all that they still wanted $380. for labor and a part to fix.. I bought the part myself from a local supplier for $65.00 used two tools and changed it in ten min.. DO IT YOURSELF

Tech was supposed to be out Monday but appt was rescheduled for Tuesday. When the tech arrived and stove top was checked there was no problem. I was charged $84 for this! I was not advised that during 1st 30 days of home warranty can only get discounted price for 1 appliance. He did save the discount for use on the higher costing appliance (had another tech coming to fix fridge/freezer). This tech was also to come on Monday between 8-12. He had called 11:30ish to say running late but did not show up till 3:00-3:30 (too late). Came back late Tuesday. I was told there was nothing could be done to fix problem, that my contract was written up wrong & that he had to order a part for the problem with fridge and would return Friday or Saturday. He never came nor did I hear from him.

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.