16395 Washington St Reviews

Get it together! I have had my service appoinment rescheduled 6 times!! I cannot get a live person to talk to about why no one shows up for the last 5 appointments or to find out where the part that was supposedly ordered is. I get the same recording no matter what number I call or am disconnected before I even my call answered. Talk about "customer service" NOT!

The first tech came a month ago (April 10.) He diagnosed the issue with my oven and ordered a new control board. He was supposed to return on April 22 as confirmed in an email. So I waited and he did not show. On April 24, my husband got a text saying we missed our appointment followed immediately by a text saying that we had an appointment that day. So, we scheduled again. Today (May 2,) a different tech came to install the board. He told me to throw the old one in the trash and left “for lunch” without testing the oven. We decided to test it right away and it’s broken more than it was before he came! We called right away and were basically told, “too bad, I’m not coming back.” The oven is unusable. When we looked in the box with the old board, that he said to throw away, we found part of the stove that he didn’t put back in! We called the warranty company and asked them to send someone else. In the meantime, we have no oven at all now. DO NOT USE SEARS/AE !!!!! EDITED TO ADD: We scheduled another company to come out and here are the findings regarding Sears: Parts left out during install. Control ribbon not seated. Screws stripped, broken and left in oven. Control board was not even the issue! It needed a new element. One month without an oven and the WORST customer service on top of it.

The technician I had for 2 of the service calls on my dryer was very helpful and seemed to have the right expertise and skills. He was respectful, productive, and pleasant and completed the necessary work each time. I commend him and appreciate him. However, I had several NO SHOWS of a different tech in between the 2 successful service calls. The whole scenario took months. The NO SHOW tech situation was not customer friendly and wasted a lot of my time with little to no recourse. I tried and tried to get through the automated system to a real person who could assist and had very little success. The best that happened when I got a real person was a reschedule at least two weeks later which resulted in another NO SHOW. I received no explanations, no urgency to amend the service scheduling, and no follow up on the dropped service calls. Each time, the rescheduling continued to require a whole day set aside to wait for a technician. I even dealt with a few automated rescheduled appointments which I had to go back to protect the appointment I'd already scheduled around in the first place. For the NO SHOWS, I would have notice in the morning the technician would be there, then the notice of arrival time disappeared and indicated I needed to reschedule. And then the whole futile, impersonal cycle repeated! The whole experience with Sears, except for the helpful technician, was very frustrating and disrespectful of my time and concerns as a consumer. Leadership and management have insulated themselves by using an automated system that gets a consumer nowhere.

The repair guy had a horrible attitude. He didn't want to take his shoes off. Was in a hurry. Don't send him back here. Thank you!

The technician that was sent out from Sears opened my broken oven and said that he could not do anything because the serial number was not completely legible, and then he left. I called another local appliance repair shop, that technician came out, found the serial number above the model number, and then ordered the part needed to replace the element.

1 star ..repair wasn't fixed or tested

Zero stars but I had to click on 1 or it would not go through. Kory did not understand the problem and did not listen to my wife. He just wanted to get in and out.

I have been a month without my refrigerator because they can’t find the parts ( I finally found them for them and had them overnighted), the parts weren’t necessary because it was misdiagnosed by the boy they sent to diagnose it (he spent most of the 4 hours here on his phone) and then the fridge went out (freezer had been the only problem) because the boy left the valve open after testing pressure and all the coolant leaked out- into my house. Now, since the new compressor didn’t fix the freezer, I have to wait on these jokers to come BACK OUT and try to figure out the problem. The first call was made on December 21st and it is now January 17th. No, I don’t recommend them. Oh ya- the day they were supposed to come make the repair I waited from 8-2 before I finally called and learned that the parts hadn’t t come yet so they weren’t coming. That’s when I ordered them. No call, no show, no email, I would have waited all day. Update- repair made- freezer still doesn’t work. Fridge freezes everything at 20* and my next appointment isn’t for another week. It will be SIX weeks without a fridge by then.

The tech who came out spent 5 minutes with our dryer and then told us we need new parts that he doesnt carry and that there was nothing he can do. And then charged us $139! To say I am unhappy is an understatement.

Our refrigerator was misdiagnosed and we almost trashed it until another tech discovered the real problem. We then spent two months trying to get the tech who correctly identified the problem to return and fix the refrigerator. It was impossible. We called multiple times and multiple people to get our refrigerator fixed. Disappointed in the way Sears sends out techs and works with the customer