50 Holyoke St Reviews

I have used sears products for over 40 years and have had a repair contract with sears since purchase of a washer and dryer, as well as other items. I first called 14 months ago in 2024 about a clogged filter/ drain tube in my washer. Repairman A said sears wouldn't give him the tool he needed to do repair, I needed to remove dryer myself, also I didn't need the filter- ALL of this was NOT true. I called again a month ago in 2025. Same problem plus additional damage (pump no longer working) caused by 1st problem never being repaired. Next repairman B scheduled never showed up. The following week experienced repairman C-( Stephen) arrived but did not have the parts needed to do repair. (He said AI told him incorrectly they were in his vehicle.) He then ordered but 10 days later the order had not been put thru. 4 weeks after my call, Stephen arrived, and with correct parts, replaced and fixed both pump and clogged tube. But noticed same problem had broken shock. Also clogged drain standpipe (for which i had to call a plumber at my own expense.) Week five, Stephen fixed broken shock, but adjusted drain pipe and after he'd left i discovered the drain tube he'd adjusted was left with a small hole spaying out water that had not been before. So now i am waiting for week 6 for the repair to be completed. Meanwhile for some reason the clogged washer drain has somehow clogged my septic line. Sears repair man Stephen is knowledgeable with many years experience, and overall does a very good job. Sears biggest problem is the severely limiting, non functioning AI system, Web site also does not function, nor does chat and there are no people a customer can ever reach. They expect you to set aside 9 hours each repair day and just wait for them! Consequently in over a year, and now 6 repair days of my time, (when the problem could have been handled in much less time and expense if a knowledgeable repairman was sent from day one AND if I could have spoken to a customer service Supervisor so that people arrived with the parts they needed)- It still is on going. Additional expense has been caused due to the original repair not being handled promptly, both for Sears and for me. Sears washer and dryers are good products, (their refrigerators less so). They may think they are saving money using AI, but they are destroying their repair service, without which their products don't' function long. In my case they have turned a simple repair, into 16 month , costly ordeal both aggravating, grossly wasting my time and money. (And theirs as well.) I don't really know how to rate this. Given the opportunity I'd rate the repairman (Stephen) higher, and Sears Repair Service much lower. Can't say I am likely to continue using this repair service any longer.

Stephen, our repair man, was excellent. However, my opinion of sears has declined since the repair to my washer. It came to my attention that sears tried to pull a bait and switch on me with our replacement part. We ordered a genuine replacement part and sears took it upon themselves to order a cheap, made in China, part that they ordered thru Amazon. That is completely illegal. Once the legitimate replacement part came in, the repair was done in no time by Stephen. However, I ended up paying $299.00 for the installation of the replacement part - which took less than a half hour to do. What a rip off! I really hope sears appreciates their customers and will make things right. This was totally taking advantage of a customer.

Worker didn't have any cleaning solution and had to use my power washer, did a lousy job and damaged the fins from spraying the power washer too close! But he did only charge me $50! Hope it works, still drying out!

payment optipns limited require owners presence. finally got the tech to reveal that creditcard option was available- but only after i explained that i was bed-ridden 80 year old with limited mobility to go to remote location/ $109 trip charge no matter what. Parts, labpr and diagnostic charged all extra

Nice technician, but really misleading online scheduling. We thought we had scheduled for washing machine cleaning and maintenance. The technician (who did his best to be helpful) said that this happens all the time, people think they're getting a cleaning but that is not actually the service Sears provides. He said they're supposed to change the options on the website when you schedule, but it hasn't been changed and this just keeps happening apparently. So we waited at home for hours for our appointment only to find that there was nothing to be done. On the upside, we were not charged. The tech was nice and knowledgeable enough, I would have felt comfortable having him work on our machine if there had been anything to be fixed. Frustrating, but 100% not his fault!

Service provided by Stephen was great. Though, the Sears advertising was a bait-and-switch. The online description said that the person providing the service would clean parts of the washer and dryer, but Stephen said it wasn't included when he first arrived - he advised that the online description wasn't accurate. I did have him do the rest of the service (which he did well) because it was still needed. I've included images showing what this service actually does not include for anyone else who is interested in it. Overall, shame on you, Sears Corporate.

The Technician who came to fix my refrigerator was informative and professional. I would not recommend Sears appliance repair. It took too long, several days to come to my home to asses my refrigerator. When the parts were delivered, it took another 8 days before I could get an appointment to repair it.

Vito was great, but my dryer is still making noise

The tech Marc was great! Sears however fell very short when they told me I could sign up for the warranty program with the tech (would have saved on todays & future costs) only to be told at the appt it’s not offered in my area. And even though the information they gave me was wrong, still need to pay for the appointment. Also, there was no way for anyone (online, telephone, tech app) to update an old number for texts but yet that is how they communicate the tech ETA etc. I’ve used Sears service for decades but the service experience (not the tech!) is not good at all. Very frustrating. I would give the company service experience 2 stars but Marc 5!

Tech walked in with Beveridge -- no tools. He didn't know what was the problem he was here to fix.