7900 Ritchie Highway Reviews

I keep hoping that Sears Appliance Repair will get it right. After so many years doing this work I would expect they would have their act together, and continue to be disappointed. I will NOT be renewing an appliance service agreement with them. I had a dishwasher repair about 3 months ago that took 3 visits to resolve. Well, the first visit no one showed up even after 5 calls to the service center! During the second visit the technician attempted to use a part off the truck which didn't work and had to order a part. It is finally repaired after being out of service for 3 weeks. No appointments were available for a week each time I called. I was a given a 4 hour window each time and when tracking arrival the window kept slipping later. At one point my 1-4 PM window turned into an estimated arrival time of 6-8 PM. This is not respecting my time! Finally, don't try to schedule work on more than one appliance at a time. I was actually told by the call center that they couldn't do it. Now for the most recent visit - maintenance check for my refrigerator covered by my maintenance agreement. I had to wait 3 weeks for an appointment. The technician was very nice, but really didn't do anything other than check the internal temps and water coming out of the water filter. I expected more. When I asked him to install a part that I had received months earlier I was told that he wasn't qualified. It amazed me that Sears sends out someone not trained on the device to let the customer know if the device is working correctly. When I went to call Sears to schedule a repair appointment to get the part replaced I had to wait 24 hours until the maintenance ticket was officially closed out. Sears had no problem calling me in minutes to try to get me to renew my maintenance agreement. This was a waste of my time.

Tech was pleasant enough and was professional. Problem was not solved though... because of course the problem is intermittent. I have insurance and asked him to replace the switch. He would not replace the switch because he could not get it to malfunction. After about 10 minutes he said to call and set up a new appt if it happens again. Two loads later the washer would not turn on again. After fiddling with the switch it turned on. I will not pick up insurance again and will replace the switch myself. I will not wait another week to wait for a tech. If that turns out not to be the problem then I will get a new washer.

I waited at home all day for a scheduled washer repair and the repair person never showed up. After the 4-hour window during which the person was scheduled to come had expired, I called the support line and waited on hold for 30 minutes before reaching someone who couldn't contact the repair person, but promised to follow up with me. I never heard back from them either.

I tried to schedule a repair for our refrigerator. Once scheduled, the scheduler tried to sell me a warranty plan. I said no, so he tried to sell me a cheaper warranty plan. I said no, and he would not let it go. After four refusals I said I have to go now, please cancel the appointment. The response: "You'll have to call back to cancel." So I called back to cancel, the scheduler wouldn't cancel it without rescheduling. I said I'd have to look at my schedule so I can't schedule it now. They still would not cancel it without getting me on the schedule for one day, any day. I gave them a date just to get out of the appointment. I went on the website to look up the appointment and cancel. It didn't show up, so I got on live chat to cancel. Of course they need to know why, want to reschedule, etc. Finally I just told them I bought a new refrigerator and didn't need the repair anymore. This is awful. Sears is awful. I recommend any other repair shop. Or just buy a new refrigerator, or go without a refrigerator. Anything to not deal with this company.

DO NOT TRUST SEARS REPAIR. They have scam artists as service techs and the SEARS office does not care. Last week, I had a service repair appointment for my leaking washing machine. After hearing the repair options, I thanked the tech and told him that I was not interested in the repair because it was the same cost of buying a new machine. Therefore, I only needed to pay the $99 diagnostic fee. The service tech then, without my permission, leaned down and unscrewed the cap of my washer "pump" and said, "Your washer is now fixed. You need to pay me." The confirmation email clearly stated that cash is not an accepted form of payment, yet the repair tech repeatedly asked me to pay "SEARS" the $99 diagnostic fee with my credit card and pay HIM a "repair fee" with cash. When I refused, he proceeded to ask me how much cash was in my home. It was horrifying. He repeated, "I did the work. You NEED to pay me." My spouse was not home and the service tech was twice my size. It was terrifying. So I agreed to pay $199 on my credit card in order to get him out of my house. I filed a complaint with SEARS and guess what... They don't care that he was pressuring me for cash or that he opened the "pump" on my machine after I explicitly told him not to. No refund, no assurance that this would not happen to another customer.

We've used them before and been pleased, but I'd give them zero stars this time if I could. Our fridge died and my wife called to setup a repair appointment. The guy on the phone had a barely understandable accent and at first offered an appointment the next day. Then, he spent so much time trying to convince her to sign up for an extended warranty plan, that she lost that appointment and had to get one 2 days later. The night before we got no reminder call/text which was suspicious. Halfway into our service window we started wondering... she checked her email and saw that the first confirmation email for our time, then another email sent TWO MINUTES after the first with a notice that our appointment had been rescheduled for ONE WEEK AFTER THE ORIGINAL APPOINTMENT. And no phone call or text or any other notice, no apology, nothing. So 2 minutes after our phone call, they just rescheduled us for one week later. No wonder Sears is going out of business and closing stores. If this is typical customer service, that is a well earned fate.

I have an extended warranty on a Kenmore Elite stove, which I purchased after the stove initially stopped working after owning it for less than a year. At that time, I was under the initial warranty and it was repaired without issue. Recently, I have had issues with the stovetop itself working and contacted the repair service section, who sent out a contractor to examine the issue. The contractor spoke with whomever to get approval, and the process began to repair the stove…this was in August. The contractor has been out to my home three times with a replacement stovetop and each time the stovetop replacement part was damaged in the box. The contractor (whom I have not a single complaint about), being wise did not install the part, but reordered it and would come back to the house to install, unfortunately due to the damaged parts in was never installed. Finally, I contacted Sears again and asked for a replacement stove as I could no longer take the time off of work to wait for a service person, only to not have the stove top fixed. Each time I call to get assistance and my case reviewed, I am on the phone with Sears weekly for over an hour each time. Nobody is able to help with resolving my case, and they keep saying that there are no notes from the contractor that report he was out…that report he couldn’t repair the stove. I have spoken to the contractor on several occasions directly, who reports that he did in fact put in notes, and he has stated, “Unit is not repairable with the part that where provided and in a timely manner. Multiple cooktops were ordered and received damage. Call was originally placed in August.” Each time I call Sears, and spend time out of my life I will never get back, I am repeatedly put on hold while they research my case, tell me the ticket was closed, but will open a new one and expedite the process. I have never experienced such incompetence and poor customer service in my life. I am unsure as to why, since we are now in November, and my issue has not been resolved why this isn’t corrected. I can’t imagine, or explain what a ridiculous situation that has become. There are many brands to choose from in this global market, and I can assure Sears (if still standing after bankruptcy – which makes sense), that I will NEVER purchase anything from you again. I mentioned that this has been going on since August, and this is now Thanksgiving week….great job Sears…

Schedule the repair the first maintenance person came out provided service seem to get my machine working again. a few days later the same issue recurred second technician came out stated that he could not repair and would have to order replacement part. I had to prepay the part and the labor they would come back and install once I received a part. when the part came a third technician came stated that the second technician ordered the wrong part and my issue would not be resolved from the part in general and I needed to have work done to my vent. the third technician requested a refund for me I waited for Sears to refund and called twice. Spoke to customer resolution and given a case number, no one ever followed up with me, I'm still awaiting a refund, and my dryer still is not working properly. I will never use or recommend Sears again

I cannot believe that the service I had from Sears is the way they now do business. I am presently contacting Sears complaints because I am so dissatisfied. If I could give a zero for service, I would. In early November of 2018, I contacted Sears Repair to fix a new dishwasher of mine that had gone bad. I didn’t understand the appliance business so I thought I’d get professionals in to work on it. They said, that all I had to do was agree to a $150 contract- $50 down and $100 after first visit. And if they did not fix it, they would give me a new dishwasher. I believed them because in my family interactions with sears had always been good in the past. From the start things were not good. The first technician arrived and did not know what the problem was and ordered a part I was charged $50 for in addition to the start fee . This was later said to be a mistake but not refunded. The next time he no showed. Then ordered a second part I was charged with no refund then showed up unannounced twice and reported we weren’t home. When he did come, he arrived late and said he was still on lunch. Then got on his phone the whole time with a personal call. He also could not fix the dishwasher because he claimed the wrong part was ordered. I was not refunded. Of course, He said he needed another part. I was charged. He logged two visits after claiming the job was done and fixed and wrote an entire order up. When I complained, I was turned over to managers who claimed they would see to it I got a new dishwasher. Never happened. I am so upset I don’t know what to say, and to top it off, I have those darn parts and a broken dishwasher in my house. Plus I’m out $400! It is now March 2019, and after five months of back and forth, Sears sent me a note by email an invoice saying the dishwasher is fixed! I’m still waiting for actual call back. I’ve been hand washing dishes every day and regretting the day I selected sears to do this job for me. I promised myself that Sears will never get me to buy anything from them again! Terrible, terrible, customer service!