1445 New Britain Ave Reviews

Stephen was very good and the part was replaced quick. but Sears took 8 months for our issue to be resolved

Great technician; Communication about time expectation by platform on day appointed, not as expected

Serine time HORRIBLE. They canceled my appointments 3 times with 3 weeks wait time in between. Trying to get a person who can help and speak English ALMOST IMPOSSIBLE. I got lucky after 6 calls and the guy in loyalty dept, Edward, got my appt to a tech finally or they would have cancelled AGAIN. The tech who came out was at my house for over 4 hours. He didn’t give up and was extremely understanding because literally my original appt was in August and I had to wait with numerous cancellations until October 20th. Sears service is HORRIBLE! Looking for an alternative , but I have numerous appliances. Not an easy fix. But the poor techs that work for them are GREAT, they are professional, and they don’t give up. They are good if you can get one to come out to your house. It used to be a week wait, now it’s 3. And if they cancel, it’s 3 more. My frig was flooding for 3 months. They told me to call some other service, pay that service, send them the bill and they would reimburse me. Really? I pay Sears for service. How many hoops do they expect you to jump? I pay them almost 800 a year for all my appliances. It’s just how long you have to wait for a person, an actual LIVE person you have to BEG to help you and get you service. I GOT LUCKY after 3 months waiting. Stay away from Sears home services if you Haven’t already got sucked in. No people to help. AI all day long. Numerous phone numbers which always change. Never in service and no where to go to escalate, no supervisors and your extremely lucky if you get someone in the USA that can speak English. It’s rare! The other agents around the globe can’t make decisions, and they just tell you how sorry they are for your inconvenience again and again it’s not worth the time it takes to call or the wait for anyone to get there. And asking for a supervisor (who will get back to you in 24 hours is a freaking joke). I’ve never had anyone call me back EVER! But thanks to the little guy that came to my house yesterday, from 3:00 to 6:45, honestly thought he was gonna just give up and leave and go home. All my food on kitchen tables, but he didn’t. And I appreciated that work ethic so much! It’s NOT the guys, it’s the COMPANY! Sears used to be great! It’s not Sears anymore. And if an appliance goes, they never give you the replacement cost like they say. They low ball you and there is never ANYTHING on their website that’s available.And NEVER anyone you can complain to!!! (Unless you get lucky) You have to call the only store in Boston to put the money on your Sears acct so you can actually get an appliance somewhere else. Otherwise it’s another 3 months to get one. It’s horrible. STAY AWAY! But the actual repair guys are GREAT!if you can get one. I don’t know why they still work for this awful service company.. I get into a shear state of panic whenever an appliance breaks, cause I know it’s weeks of phone calls and months for a repair. UGH UGH UGH

The Sears repairman was great. The AI system they use to manage the appointment is abhorrent! They had no way of changing an incorrect address which was incorrect due to the AI scheduling bot. The phone system is impossible to manage. Awful. Awful. Awful .

I was told that the compressor was broken on my 8 year old refrigerator and was quoted $1400 to repair it. I believe the tech and ordered a new fridge instead. Two days later I heard ice drop from the ice maker (which needs to be 15 degrees or colder to operate.). I checked the temp and it was at -8. Compressor not broken and now have a new refrigerator on the way.

Hello, I am very disappointed with the service I have received. The technician arrived at the end of the scheduled service window, and we paid the full diagnostic fee. We were told we had 30 days to decide whether to proceed with the repair. After deciding to move forward, I contacted customer service and was given another appointment, but no one showed up. Instead, I was asked to schedule yet another appointment. Due to this poor experience and the lack of reliable service, I no longer wish to proceed with the repair. I would like to request a refund of the diagnostic fee. Thank you.

UPDATE: Amending this previous review as it is now AUGUST and my fridge & dishwasher AND now disposal are STIIL NOT working and now I can’t even open OR close my dishwasher door! Repairman didn’t listen, didn’t care, raised his voice to me, was adversarial. No one in this company cares. They even left while I was in the other room without telling me anything like what the problem is what parts they are ordering if I had any questions, anything and when I went back into the kitchen, they were gone! The dishwasher door won’t open or close rendering it worse than it was before. Now it is completely 100% unusable as is the sink and they have ordered two different sized seals for the freezer door, which is not sealing properly and this time he told me even though he ordered one last time (because he can’t find the part number) he told me it didn’t really need one -bullshit.. Do NOT buy a Sears warranty. I’ve been trying to get my fridge & dishwasher fixed since March/April. It is now mid June. They order wrong parts numerous times, tell you things aren’t covered, don’t listen, don’t completely fix anything, don’t show up or cancel Day of-most unbelievable experience ever. I still don’t have a fully working dishwasher somehow now the disposal is broken when it was working fine before and was told there was some sort of tubing that was in the wrong place, but he wouldn’t touch it. He wouldn’t do this or that. And I was told I created all the problems! I must’ve unscrewed the panel under my dishwasher reached under an unscrewed a tube and that’s why it was leaking and I must’ve put knives in the dishwasher to break it even though you should be able to put knives in the dishwasher and also I don’t put my expensive knives in the dishwasher. Insanity. It was like I needed to do some sort of deep investigation and questioning to figure out what was going on when I just hired them to figure out what was going on. I’ve been waiting through numerous canceled appointments and they make you wait from 8 AM to 5 PM every day for them to maybe show up. I’ve had the second seal to my freezer laying on my living room floor for almost 3 weeks before that they ordered the wrong part number. They ordered the seal for the refrigerator so three appointments later and I still don’t have the seal all the food in my freezer went bad and I can’t use my freezer until these idiots come. Sears warranty used to be great, not anymore. Complete and utter waste of money. I’m gonna start from scratch and call appliance guy directly.