11255 New Hampshire Ave Reviews

Technician (Baqir) came and forgot to collect the model number of the washer then tried to use an AI tool to ask me for the information. The technician then rescheduled the appointment after repeatedly changing the arrival time the entire day; they first rescheduled for four days later, the second time the technician’s “assistant” came and said he couldn’t reach the technician. The technician then accidentally called me and when I identified myself said he was coming today, only to repeatedly change the arrival time the entire day only to cancel and reschedule the appointment a second time for SIX DAYS LATER, days before Thanksgiving. The only number Sears provided in their correspondence was for their AI chat tools; even the technician’s number went to an unmonitored voicemail. Update: a new technician came with his helper; he was very attentive and inspected the washer and found that another necessary piece was not ordered. He apologized sincerely but stated that the repair would have to be delayed by another four days while the additional part was ordered. In total two weeks and four visits have passed without the washer being repaired. Real time update: it is now appointment #5; the technician arrived around 4pm instead of within the 8am to 3pm window, then didn’t know he was assigned as the technician instead of the helper. When the helper arrived he admitted that he wasn’t very familiar with washer repairs and is more of a refrigerator technician. He, the helper and a trainee are currently trying to figure out how to repair the washer. Vist #5 update: the team made some progress but said that there was a nut they couldn’t remove and had to break and they didn’t have a replacement. So they now scheduled another follow up visit to finish fixing the washer a week from now. Visit #6 update: the technician arrived without a helper and was unable to complete the repair; he even tried calling his office to request support. He initially tried to place yet another order for another part but was chastised and told to fix the washer with the parts he had. Ultimately he was able to convince Sears and American Home Shield that he could not repair the washer and to cover the cost of the replacement. However, he also informed us that Sears would take back all of the parts that were ordered for the repair, despite us having to take time off or work from home for six days and having to pay to use a laundromat for our laundry for over a month. To be fair, this technician was genuinely apologetic. What I’ve learned from this experience and after interacting with six different technicians is that very few (1/6) technicians are well trained in washing machine repair and will simply order more parts in order to “punt” the problem to the next technician. I really wish I could have paid my next door neighbor to repair the washer, but Sears took all of the parts with them after failing to repair the machine for over a month. I would also like to mention that calling the number that Sears includes in their automated responses accomplishes nothing; the agent just pretends to file an “escalation” that doesn’t result in any changes.

Tech came out and couldn't use serial# on the fridge in his system so couldn't do anything. Tried to call company about this but AI service only. AI couldn't find my order so couldn't help me. This is awful service and a waste of my time and money spent on an extended warranty.

Technician came out and diagnosed our appliance. Told us what was wrong and told us he couldn't fix it because the parts were no longer available. I checked SearsPartsDirect and was able to order what was needed. However the technician told us to replace the appliance and closed out the ticket, stating we had 'declined' the repair work (even though we wanted it fixed and not replaced), thus we are on record that we didn't want the repair and therefore requiring me to pay for an additional service call diagnostic for someone else to come out and do the actual fix. Follow-up: after the Response from owner, I tried calling that number. Person who answered told me that to send someone out again would be another service call.

The technician was excellent, but the company is terrible. You can't talk to a real person. The AI offers an ealier date for repair and when you select it, it tells you that date may mot be available. Then it asks if you want to see other dates and the date that was not available comes up again. This goes on and on. Later it offers another earlier date and allows you to select it. You wait all day on your selected date and late in the afternoon it says they can't make it and askes to reschedule. When you schedule it gives you a link to track your technician's arrival but it only tells you the time frame that was originally scheduled and nothing else. You need some new programmers.

Said I needed a different filter, the one he recommended doesn’t work either. I paid $129 for nothing

Tech was telling me that what ever is happening with my appliance is normal And I know for a fact that is not because just started doing it 2 days ago and I have on it for 10 years so I do know what is a normal and what is not

2 different techs so far, same thing, didn’t have any parts, didn’t fix anything, didn’t order any parts. Just wasted my time. Lazy and incompetent.

Very bad experience! My Kenmore dishwasher is brand new from Amazon, but wouldn't power on and was leaking sewage, so I was constantly pulling out the unit to clean beneath it. The tech arrives and opens the unit and there is sewage everywhere. Basically a hose in the unit was completely disconnected and that's why it was leaking. Anyways, the tech says I've never seen anything like this and tells me there is nothing he can do. I asked him to reattach the hose, and he repeated that I need to contact Amazon. He didn't even want to touch the unit once he saw all the sewage. Isn't this apart of the job? Anyways, he then says, "You need to take it outside, because the house stinks!" No shit, Sherlock! He leaves without even looking back to ask if I had any questions, or advise me on alternative next steps. Just left. He was in and out of my house in less than 10 minutes. Then I get an email with the work order and he signed my signature on the work order. He never asked me to sign anything. My contracter came in later in the evening and reattached the hose for me. He isn't a plumber, nor does he work on appliances, but reconnected the hose to the drain in 10 minutes.

I red I wouldn't have to pay for the diagnosis if I decide to fix after being diagnosed, but it took up too much expence( install & element). In the end, it's better to buy a new one.