15700 Emerald Way Reviews

Sears sent me a text saying the technician was gonna be here between 8 AM to 12 PM. Then they sent a link saying the technician will arrive at 8:22 AM. At 12:30 PM I tried to call to find out what’s going on with the Technician. I received no tax update, nor a change in the arrival time. There was no customer service line in the app, and the number I found online was a bot and not able to connect to a live person. I had to do an extensive Google search And finally found a number where a live person answered. The technician arrived at 1:45 PM he was able to replace my icemaker, however, when he finished, he left 10 items on the counter and said my Freezer is full. I told him all these items were in the freezer before he did the service. Then he proceeded to tell me make sure I put it up before the things will melt. So I will not be recommending Sears service to anyone.

Horrible Customer Experience. A Technician Repair was scheduled for my MD home on Saturday, June 28, 2025. I was told 12:30pm and then was confirmed for a 4 hours window, 1:00pm - 5:00pm. Changed some things around and drove up from NC for this specific appointment. I called to check on the ETA of the Technician around 4:20pm and was told the appointment was canceled by the Technician and that I would need to reschedule. Imagine my disappointment. I did everything I was supposed to do. Sears, please do better. There was not any hesitation for a Technician to come out and access the issue the month prior.

Never showed . I waited all day

Tech actually suggested to me to just leave the blower set to the on position since it won’t work in Auto. He had no clue on how to diagnose the issue. Told me it was the thermostat so I produced two additional new thermostats and it still did not work. Left saying he had to get someone else assigned. This was after waiting 9 days for someone to come.

Diagnostic was accurate and it plus repair took less than an hour. The part was $54 and labor $300. Seems unreasonable.

Absolutely zero live agents to discuss issues with before, during or after service. Everything is directed to AI Assistants. The initial technician was rather rude and difficult to deal with. He continued to scold me about my tone and Facial Expressions. He could not empathize with normal frustration from the issue itself and difficulty communicating with the company. He looked at my machine and gave me w price quote without any documentation of what the problem was. When I inquired he stated it could be either A. Or B. Naturally I was perplexed

The window to wait is too long. Or was from 7am-6pm. There was NO contact number provided to speak with a person. When I finally found a number online and called, the lady was very impatient with me. She said to keep checking my texts for arrival time. The arrival time kept Changing I had to waste an entire day of waiting for them to arrive. When he arrived, he checked out the refrigerator in the front and said there was nothing wrong. We had to tell him to pull it out and check in the back. And when he did, he found a cracked hose attached to ice maker causing The leak and he replaced it. He was the expert and Should have know to check this. The worse thing was the wait!!!

Absolutely no communication between sears and me. They ordered parts and after several phone calls it was determined that it will take 5/7 days to get parts. This is the worst home service system i can possibly think of.

After sending brand model number and complete description of the problem I was told that if they didn't have the parts needed they would order and set up appointment. Technician got here looked at the oven and said they don't make the part needed to repair. Should have said that before sending tech. The only thing they did was charge 129$ for not fixing anything because they didn't have the part needed. Waste of time and money.

DO NOT HAVE THEM REPAIR. I scheduled an appointment to fix my washer. Tech showed up and told me the control panel is bad (which I knew but hoped they had part in stock) and that Sears don't have the part. Tech text before asking for pictures of model number so he can see if they have the part. So they knew they didn't have the part at all and told me to call another place to see if they have the part. Part number he provided doesn't exist and would explain why Sears doesn't have the part. Asked if he could take the control panel off for me since he was there and he refused and said he had other calls. How can you get the correct part number without taking the panel off? I took it off myself and found the correct part number and ordered it. I'm not sure what "diagnostic" he did but it was a waste of time and money. Diagnostic fee is non refundable. Go somewhere for repair.