1505 Kapiolani Blvd Reviews

On the initial repair visit and diagnosis, 8/21/24, Jeremiah was great. He quickly determined the part needed, scheduled the next repair date for 9/11 between 1:00PM - 5:00PM, and ordered the part to be delivered to me directly. I received the part on 8/27. I had to take a vacation day in order to be home on 9/11. I then began receiving "AI" texts to reconfirm my appointment, later followed by texts saying there was a delay in the part being received and as such my appointment would be rescheduled. I called your toll-free number to advise that I had the part and not to cancel my appointment. I had to do this on at least two occasions with much difficulty before eventually speaking with a human being. On 9/10, I called in to reconfirm my appointment for 9/11. On 9/11, I was home but NO TECHNICIAN ARRIVED. I did not receive any calls. I reached out to Jeremiah and he reported back that my appointment was on the schedule but it wasn't assigned. He added that I would have to make another appointment. THIS MEANT ANOTHER VACATION DAY. On 9/12, I made several calls into Sears and rescheduled my appointment for 10/11. I also asked to be compensated for my two lost vacation days. The best Sears will do is $50.00, which the agent said is stipulated in the agreement. I declined it because I wanted to see it for myself. I cannot find such a stipulation in my agreement. I called back and spoke with another agent who basically said it is not stipulated, it is the best that can and will be offered and that there is no one else I can speak to. My two days of vacation and time is far more valuable than $50.00. I was extremely upset and disappointed with your service. Not only did you miss my appointment, did not notify me that you'd miss my appointment, present false information not expecting someone to actually look at the agreement, I was told there is no one higher that I can speak to other than an agent somewhere in Southeast Asia. This is not the Sears brand or reputation I grew up with. This is bad business. On 10/6, I received a text reminding me of my 10/11 appointment. I replied "1" to confirm but did not receive a confirmation reply in return. On 10/8, I received another text reminder. I replied "1" to confirm and this time received a confirmation reply. On 10/9, I received a text reminder of my 10/11 appointment (there was no request to confirm with a "1"). On 10/10, I received a text stating, "Per your request, your Sears Service Appointment has been rescheduled 10/21 1:00PM - 5:00PM. Details:...". I DID NOT RESCHEDULE MY APPOINTMENT THAT I WAS WAITING A MONTH TO HAVE DONE!!! No one arrived per my 10/11 appointment. Thus, another vacation day of mine was blown by you, SEARS! Your system is terrible for automatically changing my appointment! Attempts to contact a HUMAN BEING to correct this matter was fruitless as all numbers go to your stupid AI system and gives you the complete run around. Fortunately, I was able to plead my case to Jeremiah and he was able to squeeze my repair in today, 10/12. He arrived and was done with the repair in less than 30-minutes. Often, employees are the reason companies receive bad comments or cause a poor reflection on their employer. My situation is the opposite. SEARS is doing good employees like Jeremiah a disservice. He had to listen to my complaints in-person because of your flawed system, Southeast Asia call center response and overall company abandonment of customer service. Jeremiah personally gets 5-stars. SEARS gets 0-stars and loses all of my future business. Your home warranty service plan is terrible. Potential customers should seriously consider going elsewhere.

Jeremiah was great. He explained exactly how the dryer worked and what happens when it is not completely in sync.

After waiting over 5 weeks with out a refrigerator and getting the total run around. Appointment after appointment being dropped or just cancelled we finally got a great technician !

This was an annual maintenance check of my applisnces. The first technician was prompt & worked efficiently; he was very thorough, knowledgeable, found problem areas quickly, & resolved issues, despite the fact that my dishwasher is old(over 30 yrs old). Also he was friendly & accommodating. The same goes for the 2nd tech who checked my washer, dryer, range & range hood. Though the techs were great, my complaint lies w/ the scheduling of appointments, which was so confusing & disorganized. There were “virtual techs” messaging me to offer earlier appointments, which led to techs coming on the wrong day or wrong time of day. Even after confirmation of my appointed day & time, I continued to get offerings for earlier appts which I denied, as it was too confusing. This scheduling problem needs to be resolved, as it wastes people’s time, including technicians’ time — they seem to be well aware of this problem too.

Dani is awesome! Tackled all 5 of my appliances like a true pro!

Very professional and excellent customer service