1601 Arden Way Reviews

I diagnosed the problem myself. I did an online chat with a SearsPartsDirect person. I bought two parts (a touchpad/control board and a gasket). They were expensive ($385). I was thinking about doing the repair myself, but asked specifically what it would cost to have Sears do the installation. They told me I could wait until I received the parts and that Sears would then do the installation for $99.99, If I so desired. I received the control board and decided to have Sears do it. They then told me that it would be $100 plus $129 ($229). They called it a diagnostic fee, even though I diagnosed it myself. The installer called it a fee to come to the house.

I got off work early three times only for them to not have the parts available to repair my dishwasher and for two of the repairmen not being able to come over to repair because their vehicle broke down or they refuse to not get paid for overtime. Unprofessional and unorganized.

We called Sears out for a dishwasher repair because our dishwasher was not draining and would not run. Before I could even get a service call scheduled over the phone I had to listen to a lengthy sales pitch for a whole litany of different monthly "plans" related to warranty. It was a pretty hard sell that was time-consuming and annoying. The technician came and said there was glass in the pump and that we had to order a new one, which Sears did, and scheduled an appointment for over two weeks later. The water in the bottom of the dishwasher was left there, and the estimate of total cost, including the $80 part, was over $400. I called later to question to estimate and was told it was typical. The part didn't come on time, so the return service had to be delayed another 4 days. A different technician came the second time. He got into the dishwasher, drained it and found that he could just remove the glass and the dishwasher worked fine - we hadn't needed the new part. He also took the new part back and didn't charge us nearly as much as the estimate. He did go through trying to "sell" all the different warranty packages, but when I insisted that we weren't interested and pressed him, he said that he was required to make the offers. If Sears had sent out the second technician first and if they had had not insisted on trying to sell all these warranty packages, this rating would be a 5 instead of a 1.

Short Version: I had to schedule twice due to issues with the techs, the tech was nearly an hour late when he finally showed up, I was charged $129 for 5 minutes, and my microwave is still not repaired. Long Version: The microwave portion of our microwave-oven wall unit needed to be repaired. I called Sears Appliance Repair to set up an appointment. The representative was nice, but kept referring to it as an oven repair when I kept specifying it was a microwave repair. I was excited when they scheduled me for an appointment the very next day. I was given a time window between 1 and 5. I received a text the next morning that the tech would be arriving later in the afternoon. That time passed and as of 4:50 I had not heard anything. I called and was put in contact with the tech. He informed me that he had broken down on his way to my home and would have to reschedule. I rescheduled for the following week. I was again given a time frame of between 1 and 5. I informed the representative who scheduled the appointment that I had to leave my home on that date no later than 6 so the person had to be there absolutely no later than 5. The date of the second appointment came. As of 5 I had not received any communication at all so I assumed the tech was going to be a now show again. At 5:40 my husband called to tell me that the tech had gone to a shop that was on our property instead of our home. (This was incredibly annoying as the shop and home have completely separate drive ways and our address is marked by our home driveway. I have never had another delivery service make this mistake. In fact, usually deliveries for our shop default to our home.) The tech arrived at the home 5 minutes later. I explained that I had to leave, but he could do a quick inspection and give me a quote. He spent 5 minutes "diagnosing" the problem, then gave me a quote that was absolutely astronomical for the repair, and then wanted to charged me $129 for the 5 minutes he spent there after he was nearly an hour late. Needless to say I will NEVER use Sears Appliance Repair again.

Put in new compressor refrigerator still doesn’t work Took a week to get an appointment for Friday Was able to make an appointment for the following Monday but was called Sears Technician called back and canceled saying I needed a morning appointment Sears Computers have been down for a week I Will never buy another Sears product

I follow through all their commands of automatic phone service and they told me someone will call back In 23 minutes but nobody called back for 4 hours so I try again and I called back again I didn't get anywhere so I go online And chat with them and it was really tough to get hold of Sears. They used to be really good taken care customers.

Terrible service. Don't ever use when having warranty work done. They blame LG for orders being wrong, and make customers bounce back and forth just to have a repair done. TL;DR 20 calls, 20 hrs of waiting, 2 reschedules, over a word being wrong on the work order and A&E being afraid of being sued or not getting paid for the work, this udderly is the worst company to deal with. (Oh, and the workers can change the work order, but refuse because they "get in trouble."). Overall, they don't care about the customer. Update - Day two, after talking with the A&E supervisor, they blamed LG for not picking the right option. I thought all would be good - nope. Spend the morning trying to get a work order created that said washer, not a combo unit, but after 10 calls a LG supervisor had to talk sense into A&E and point out the model is what's important, not it's description. A&E customer service then agreed to do the work. That was this morning. The appointment was 1-5 and got a call at 4:15, "I'm scheduled to come out and fix your washer, but we're too booked up, I'm going to have to reschedule your appointment for Monday" (today is Friday). I didn't pick the time, the computer automatically picked it. I only agreed to the reschedule, because he said "We're coming out to work on your wash machine." I'm not gonna mess up if the work order is reading right - but I'm disgusted at how I've spent literally 15 hours on the phone, 2 phone battery recharges, and 20 different phone calls, just over a word choice on a work order that is not my fault, and I cannot do anything to change, but have to deal with it. 2nd Update. Had a new appointment scheduled, apparently there is an issue with how work orders are created, and NO ONE can fix it. (The tech said they "can" correct, but get into trouble). So, instead LG is finding another company to do the repair. Sad, a company makes a customer have to bounce back and forth, over the wording of a work order.