8200 Perry Hall Blvd Reviews

My appointment got rescheduled 3 times without any valid reason, tried the customer service and AI is not helping, very frustrating. Not recommended.

The technician was fine. the company is terrible.

Tech came 1/19/26 and left a voice mail. Said he knocked at both the front and back door. Never heard the knocks. No problem hearing another Sears tech knocking in December and January 5, 2026 as well as others. Called twice and left a voice mail. No return call and no return visit. Cancelled the visit on 1/21. Received a text from Sears indicating that the tech would call and provide a link for a video chat. Tech called and after I explained that the device has been performing perfectly, said that they do that sometimes. A neighbor said his truck was parked in front of the house when he called.

My appointment was canceled twice prior to them coming out to fix my washing machine. The repair person was great. I just didn’t like the fact that I had to wait after the part was ordered for my washing machine on October 23. I was going out of town so I set up an appointment for November 10 they canceled me that morning due to staffing problems, then I made another appointment for November 17. I waited all day only for the repair person a 5pm to tell me they had given the work order to the wrong service person. I then called AHS. and supposedly they wrote an e-mail to the head of Sears and someone came out on the Nov.18th. after all that hoopla.

It was the longest wait ever from 7am to after 6pm when he arrived.

Unfortunately, this particular technician did not reset the refrigerator and we still didn't have ice for over 2 days. We had to pull out the Whirlpool Manual to read up Q&A otherwise we wouldn't have gotten the ice maker to make ice. The assignment was incomplete if the customer had to pull out the manual to reset the refrigerator and ice maker.

The technician was very helpful. But the Sears AI customer service is not. We've been waiting for 3 weeks to get an appointment, the technician determined the unit was broken and it will be another 2 weeks before anyone can come back out to fix it. Calls to AI customer service are pointless - it can't escalate the issue to anyone and there are no humans in the call centers anymore. My warranty company is even having trouble getting in contact with someone. Our second visit from Sears was even more helpful. The technician, John, was able to clarify that this was part of normal wear and tear even though the unit is broken and they're unable to find replacement parts. Our warranty company has denied the claim and we're appealing the decision, but John gave us his contact information in the even the appeal is denied and we need an estimate to replace the unit ourselves.

Service was great but the sears scheduling system needs work. Part for service came to my house and the sears system kept moving my appointment out because it said the part never came and could never talk to a person because everything was AI menus.