8200 Perry Hall Blvd Reviews

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.

Technicians that came out were very nice, but they came out 3 times and when they couldn't figure it out they said it was an electrical issue. Electrician comes out and right away says electric is fine. New appliance company comes out and figures out what needs to be replaced fairly quickly and gets it working again. Frustrating that it took 4 more visits than it should have taken to get my dishwasher working again.

The technician was fine. My issue is that, although I collected a variety of information on the problem and the unit so that the repair could be completed at one time, that did not happen. And they did not meet their appointment window the second time. It took a third time to complete. And it was very expensive for what I got. Would not do again. Would not recommend to others.