16395 Washington St Reviews

the job was done and works well, but how can you expect a good review after canceling my appointments twice. Am I the only one you can putt off? very disapointed in the way you treated me, along with the other problems with Sears I am planing to cut up my Sears card I am sorry you have so much bussiness you have to dump your woes on your customers William

Whirlpool stainless double oven repair. Started out just fine, scheduled appointment quick and efficiently online. 1st tech visit: Showed up in his window (1-5 PM) diagnosed that I needed a new front touch screen pad. As a precaution he also ordered a new sensor that goes behind the touch pad as he explained in his experience this piece is sometimes needed and he would rather order it now so if needed, we can complete the fix in one more visit - makes sense, so far so good. *Tech complained about his computer as it did not work properly and he needed to reboot two times and go into his truck, where their wifi signal was to complete transaction (follow this theme later). 2nd tech visit: Showed up three hours after his (1-5 PM) window after I convinced him to still come because this repair was happening 5 days before we were hosting family for Christmas and needed a working oven. I can understand this time of year is busy and appreciated he was willing to still come to fix. Unfortunately he was so frazzled from a long day, I wish he would have told me he just couldn't handle the job. He never worked on an oven like mine before and knew nothing about the fix required. I therefore helped him through the repair as he kept referencing how tired and frazzled he was. We had discussed just replacing the front touch pad first based on what the 1st tech told me I might not need the back sensor ($260 part). I had stepped away after I turned power off for him and while I was not helping him, he replaced both parts before testing the touch pad and also broke the trim panel. Now 10PM, he was really out of sorts and there was no way I was having him reverse all of the work done in the past 2 hours so I asked him to just order the part he broke and reschedule. * Techs computer did not work properly and he had to reboot. 3rd tech visit: Previous tech ordered wrong trim panel, rescheduled 4th tech visit: I asked this tech, who was mentoring a new tech to please check the old back sensor in an effort to save ($260). I explained what happened during the previous two techs visit. After he told my wife that couldn't be done, I spoke to him personally and explained that this needs to be done as I did not want a piece replaced that I do not need and it was promised from first tech that it would be tested before installing. He finally agreed to test it with my old sensor. While testing, he had his mentee turning the power on and off at the breaker panel. Upon putting my old piece in and (supposedly turning power on) he determined it was not working. Mentee turns power off again and then he puts new sensor back in, mentee turns power back on (supposedly) and the oven still doesn't work. Mentee determines he was not turning correct breaker back on?? (Question: did he not turn right breaker on when he was testing my original piece?) No one will know and I was stuck paying for the $260 piece I probably did not need as it was fairly apparent that my touch screen was the problem (to me). * Wife tells me their computer had to be rebooted two times and was not working properly. To top it all off, they tried to charge me $50+ for the final visit for the part they broke. My wife explained the situation and that I had called Sears repair to confirm we were not paying anymore money on top of the $570 for repairs that I assisted on (60% +) of. I cannot in good faith recommend ever using this service. I think its a training issue as I did feel bad for the 2nd tech. These gentlemen are retired workers trying to still make a living and I can appreciate and support that. They need to receive the training they need to make these repairs. The consumer is paying good money in labor for them to understand on a professional level how to repair appliances. I could have repaired this myself in the same amount of time in hind sight, however had no time before Christmas.

I have two different opinions. As far as the work done--that was just fine. WHEN a repairman was actually able to make it to our scheduled appointment. However--and this is on Sears as much as anything--we had to wait almost two months for an actual person to show up. Not once--but twice--we had a scheduled block of time to wait for a repairman. And twice--we got a call--once AFTER the block had come and passed and the other within 30 minutes of the 4 hour block about to expire--having a repairman call and tell us he wasn't going to make it. For those that have used Sears for a warranty and repair--this is a pain staking, annoying process. All appointments are set for weeks after you call and request one--so once you have a problem, be prepared to wait. We have not had a good experience here and we were offered nothing in return for our troubles here. I find this very poor customer service and would probably NOT consider using Sears for any of our appliances (or anything, really) in the future. They are happy to push their warranty-but once you get it, you are gonna be almost a victim to them 'getting around to you' when they are ready. Disappointing

We purchased a washer and dryer in February, 2016. The dryer runs great. The dryer, from the start, would run for a while then would stop with a code of "d90". This was reported immediately and we were advised to request an exchange which we did. The same thing happened. We sometimes restarted the dryer 8 or 9 times before it would complete the cycle. We received three exchances, i.e. the original dryer and then 3 exchanges for a new replacement. Finally, on this visit from a repair person the technician said that the connection from the dryer to the outgoing tube was not plugged, rather, it was cramped to a point that did not work satisfactorily. He stated that it was up to us, the customer, to somehow get it fixed. I called team Dave Logan to see who could fix this and they gave me that name of a repair company. This company came out and came up with several possible solutions, including cutting through the floor and repositioning the tube to the outside. He knew that the "fix" would need to still allow for the door to close and open. He left with the dryer moved about 2 inches forward of where it had been but still allowing for the door to open and close. We ran a load of clothes and the dryer completed the cycle with no problems, or stoppages, at all. Sears inability to diagnose this problem immediately was a very expensive thing on their part. We have used Sears products for 50 years and this was the first time this kind of thing has come up. All of the Sears people were kind, and supportive, but, seemingly, could do nothing to get this fixed. John Steel

The technician was very knowledgeable and respectful. He was not able to fix the problem but still told us what the problem was a controll panel issue. Love Sears thsnks Julie

The work is done OK, but each time they have been out on our Samsung refrigerator they have to order a part, I have to wait for the part and then try to fit another service call into my week. I also don't really appreciate the way each service person tries to sell me an extra warranty (by the way the prices really vary according to each person!) Offer it once, if I say no don't keep talking about how great it is!

It took one week to get a technician out to my home to checkout my oven-----this was an overly extensive wait!! Once there, the technician was great---very professional and helpful. He clarified that because I had purchased an extended warrantee, the schedulers will always make me wait. This seems like very poor business practice.

I've been trying to get my refrigerator fixed for two months!!!! I am very happy with the technicians [I'd give them 4 stars] that have been trying to get the thing running. What is beyond belief is the Sears corporate issues where parts are on backorder, parts are sent that are reconditioned and don't work, the replacement policies are absurd, and the continuing bureaucracy is beyond belief. If there was a rating for just the Sears corporate piece I'd vote for ZERO starts. For those looking at a Kenmore branded refrigerator that is actually a rebranded LG device - my advice is DON"T DO IT!!!! What a piece of garbage. Looks great in the showroom but it's a piece of junk!!!

I was having repairs done on our microwave and the repairman dropped the door and it shattered. They were not going to repair it for over three weeks and this was around the Thanksgiving holiday. Only after constant calling did they finally fix the door before the holiday. I'm very grateful to the manager for doing this. Unfortunately, the door is crooked.

Technicians were professional but did take four visits to fix problem. So all in all was over a month from first call to task completion. Understand part of this was waiting for delivery of parts but still seemed excessive.