1601 Broadway Reviews

Derek diagnosed the problem with my dryer quickly and ordered the new part to be installed once it arrived. For this, I’m appreciative. What I’m extremely disappointed and frustrated with is the complete lack of professionalism and communication skills he displayed. The window that was given to me ended at 8:57 AM and next to it said that I will be notified of any delays. An hour goes by with no word so I get on the phone with customer service. They assure me he will update me with a new window. Another hour passes with no word. I call again and once again they assure me it’s just taking a little longer and that he is to update me. My friend who was waiting at the house for me needed to go pick her dog up at this point. I told her to go ahead and go do that real quick since I still hadn’t been updated. Mind you, this is 3 hours late at this point with ZERO communication about a delay. During that time, I finally got a text that he’s on his way. As my friend is coming back, I get another message 15 minutes later that he came and left because nobody was home. And in this message, it literally says to call the number left on the voice message to contact the technician if I’d like them to come back. Derek NEVER called so there was no number for me to call to contact him. I then remembered he called me the first visit so I called that number TWICE to contact him and he never answered nor called back. I spent the rest of the evening on the phone with customer service (you can go and look at the extensive call log there is) and I was assured every time that he was sent a message and notification that he was to go back to my house and/or update me. Derek ignored all messages and never contacted me. Had Derek called me like he was supposed to when he got to my house, I could have told him my friend was literally just down the street. But he didn’t have the common courtesy to call and leave a message like his text said he was to do. Needless to say I had to reschedule for another day. On the next installation appointment, Derek still showed up after the window without an update that he would be late. He also showed up in a t-shirt that read “Maybe today Satan”. No gear associating him to be there installing the part for Sears. I 100% understand that some stops take longer than others and that delays are part of the process. That is not my gripe. I’m upset because Derek never once communicated any sort of delays like your website says will happen. And that he didn’t call or leave a message like the text that was sent told me he did. I was charged $300 just for the labor cost when he was there no more than 30 minutes. In hindsight, that’s completely not worth it. I will never be using this company again and having to deal with Derek and his complete lack of communication and consideration for his customers’ time. I will make sure all my friends don’t make the same mistake I made as well.

I have an LG product that he was unprepared for with information to be able to repair. Left telling me that I will have to get ahold of the LG company for any help.

Worst assessment of damage and overpriced quote, without collecting much information just put together a lofty repair plan. I will never work with Sears repair services.

When he first walked in my home, he seemed more concerned about my dryer vent than the actual reason he was here which was to service my dishwasher. He wanted to do his own analysis before hearing from me what the issue of my dishwasher was so he wouldn’t be biased. ( When he called he asked what the issue was, and I said it’s not ending the cycle) When talking to the EMA he gave inaccurate information which I had to correct several times due to him, not letting me tell him the history of my dishwashers issue. His report stated that my dishwasher was working properly, which I had clarified to him that it was the “normal cycle“ that had the issue he did his diagnostics on the “quick cycle“. And instead of reporting after all these times that my dishwasher is “unrepairable” I have to have another technician’s appointment and this has been going on since October 2024! Additionally, the last couple of SEARS technicians have scratched my Appliance as well as Deric on 4/23/25 ( he left his work number with me to let him know how it did so I did leave him a voicemail saying it still was not fixed and that I would appreciate someone fixing my countertop-Of course, no reply -I could not reach a live person through SEARS to address my concerns) couldn’t get my dishwasher back into its cavity so pushed up on my countertop and separated my countertop away from where it was attached to the cabinetry. They’ve actually caused more problems than the issue at hand.

Derick is great. We are experiencing an intermittent issue. Can't fix things that aren't broken. I understand that. If this issue continues, I'm calling customer service to log a formal complaint. Not against Derick. Against LG service and LG Corporate. This can't keep happening!!!! Replace it if you have to! That's what a service contract is for. The refrigerator works great, but the intermittent issue sucks. We waist the entire day waiting for service. And, don't get it solved. REPLACE IT

Expecting to pay out of pocket for a problem that we can’t help it and having poor customer service and not helping in directing us in the right direction

Service time was between 0800-1700. He didn’t call me until about 1530 and then told me he could not make it out due to vehicle issues. I stayed at home an entire day for them not to even come. Then sent pictures of the issue and he told me I had to call GE, there was nothing he could do for me.