658 Baltimore Pike Reviews

Update: Aug 11 We had our SEVENTH repair appointment today. The techs said it is unrepairable. The warranty department tells me this has gone on far too long. It’s been over FOUR MONTHS. ONE DRYER CYCLE TAKES UP TO 3 hours or more to dry. And the. still get the d80 error code EVERY TIME. And yet no one gives a crap about the customer and our inconvenience. Waiting for the repair “window” of 7a - 6p. THAT IS NOT A WINDOW…it’s longer than a full work day. I NEED A REPLACEMENT DRYER, SEARS. How can you help me? When will you honor this warranty contract? PLEASE HELP ME. UPDATE: June 25 On hold for 23 minutes, got cut off. Then called back, spoke to someone who told me I DO NOT QUALIFY FOR A REPLACEMENT BC THE TECH DIDN"T INCLUDE THAT ON HIS NOTES. Yet, what the tech showed me that he sent in clearly states "Getting D80 errors. Many parts have been replaced. Control boards, sensors, and heating elements parts. And still same problem. Unable to fix. Needs replaced." So now what, SEARS????? This is been an absolute nightmare and I just want a dryer that works. Which is why I bought the warranty. So I didn't have to go through this. Please reach out, Sears. I need help. June 23 FINALLY....after 5 in-person repair appoiontments (with a "window" of 8-5) and 4 virtual appointments, my dryer was deemed "not repairable". Now waiting to hear from Sears for next steps to get a new dryer. Paul was here several times and understood the challenges and said that I need a new dryer. Thank you, Paul! Sears, LMK next steps please!

John did an excellent job, was very thorough. HOWEVER, I will never use Sears Home Services again. I called on a Saturday for Sameday or Next Day Service. Was not informed of unavailability until after giving all of my information. Call was handled by a call center (probably outside of the US) and the agent kept attempting to upsell on appliance warranties. All I wanted was my dryer serviced! First appointment was on Wednesday (I accepted that). FIVE minutes before the agreed upon service window I received a text message saying a technician would not be available that day and offered four new service windows, two on Thursday and two on Friday.I selected the last on Friday. The technician called me Friday afternoon, in the service window to let me know he might not be able to make it, as he had another call to service when he finished the one he was on. He came to my appointment late, but at least he showed up. If I hadn't prepaid for the service call Would have cancelled it upon receiving the first text message. I will NEVER use Sears Home Services again.

The technician was Paul. His service was superb. The Sears automated phone system was the worst, most incompetent automation failure I have ever experienced. I will never use it again. I wish I could have rated it "Zero Stars". I was never able to recontact the system to tell them they got my address and phone number wrong - except by calling to pretend I was starting a new service request. THEN, I eventually spoke to a human who said she corrected my address - and repeated the correct address to me. But she did not make the correction. So the technician was sent to the wrong address. While calling back to make changes, i was transferred through a series of 3 agents before speaking with one who stated she had the ability to correct the mistakes. The Sears automated system offers no option to change address, phone number, to correct any other mistakes by their agent, or to update info by describing the problem or to add a serial number or model number. And when I repeatedly attempted to update their information using their automated system, the automated response was that they had no record of a service request connected with my phone number - even though they had my phone number corrected by that time. Their agents speak halting English. Their phone lines intermittently broke up the voices of every agent; so, I had to tell each one to repeat their words very slowly. I will not use Sears service again. I recommend that no one use it.

The new part was installed an hour ago but the refrigerator is still at 68 degrees and no air is coming out of the vents. A second part was ordered only to find parts are no longer available, so we have to replace the refrigerator. The technician was polite and arranged for a refund of costs to date except for the original service call. If your issue is not covered on the web site there is no option to talk to a real person. Frustrating!

Our refrigerator stopped cooling on September 28th. A technician was scheduled to come out on October 1st between the hours of 7AM and 6PM. We received a message after 1PM on October 1st that our appointment had been rescheduled to October 15th. It’s nearly impossible to speak to a live person. I had to call customer service and go through the prompts of setting up a new service request to speak to someone only to be repeatedly told that a technician would not be in our area today and the next available appointment wasn’t until October 15th. It’s disappointing that I was not informed sooner as I took off work for this appointment. This was our first experience with Sears Appliance Repair and will definitely be our last.

I have been waiting for parts over a month to get my refrigerator fixed. I called 4 times to escalate the issue and nothing is done so far but charge me for the $100 deductible for the service not rendered and the $75 monthly fees twice since I have called. Before I signed up for their plan they did a good job fixing my oven for over $600 real quick. Once I signed up, it’s been only false promises.

Horrible service. They never show up when supposed to.

It is the company that has issues. Cancelled my morning appointment in the middle of the night. Then I rescheduled for 1-5pm. They overloaded the technician. He didn’t arrive until 7:45pm. Also the part was NOT OEM. It arrived from Amazon. $15 part cost over $300 total for labor.

Never stowed up or called.