11255 New Hampshire Ave Reviews

After two service visits my dishwasher is leaking water

I'm a busy professional. It's hard to be available for a 4 hour window, and it's hard to schedule. My window was 10 - 2, and the technician arrived at 2:10, outside of the window. The service itself took some time, so I wasn't back to work until 5 hours after the beginning of the window. The technician himself was very professional and efficient, so this is entirely on Sears.

In the end, my old front-loading Kenmore washer was repaired and is running well after two or three weeks. Sears assigned the job to an outside firm. No one showed up for the first appointment, and I was given conflicting reasons. Though I wanted Sears to reassign the job, Sears persuaded me to let them come the next morning. Parts were ordered for the second appointment about two weeks later, but the machine failed again. The technician called and said he would order more parts, which he should have by the end of the week. I did not hear from him so I called during the following week but he did not respond to a phone message. I called again a couple of days later but he did not respond. The "office" number on his card did not answer. I called Sears and they got in touch with the company. They told Sears I was calling every couple of days and they had told me they were ordering parts and would call me when they came in. I would have expected the tech to call me back to say the parts were taking longer to arrive than he thought. Sears gave me a phone number for the office and said the technician would call me in a half hour and give me an update on the parts. He did not call that day, so I waited. After more than a month had passed, I called the office and was told my service was the oldest job on their list, and the tech would call me soon. The tech said the parts had been in the office while he was on vacation and he did not know why the office didn't send someone else to complete the job. This was not a convincing explanation. He came a couple of days later, on a Saturday, and finished the job. It was running when he left. I discovered the machine was out of level, but I fixed that myself rather than call again. Yes, the machine has been running fine, but this is not the level of service I expect from Sears. Nice of Sears to respond, asking me to send them an email, but I don't see any email address here.

It is not working, the technician left with the device not tested and it actually caused an additional problem. I called to reschedule and the customer service representative said she would reschedule and send me an email to confirm the return visit. I never received the follow up email!

The technician sent to repair my Schwinn exercise bike knew nothing about exercise bikes, could not order parts, and missed the fact that the rubber belt was not in the right position. After ordering a new drive motor that was suggested, we figured it out ourselves that it was the wrong part and that actually nothing was wrong with the current motor. It was simply the belt.

Scheduling delivery and installation of a dishwasher was entirely too complicated. Price comparison for the service was better than others though.

We are still awaiting parts for our dishwasher repair. The service technician was very polite and professional, but we've had no follow up.

The positives were that they arrived on time and got to work directly. The negatives were that the technician really did not know anything, had to call his supervisor multiple times and suggested an unnecessary and costly repair (cam-shaft replacement). A simple repair fixed the problem once the tech listened completely to what I had told him initially. Then he charged me for the diagnosis which was incorrect and a valve adjustment which was not needed.

Had to call 3 times to confirm appointment because information not recorded correctly. First repair person didn't have a clue and knew nothing about washer/dryers or ductless heating. Thought he was coming to repair a humidifier. 2nd repair person was better. Gave info about dryer but knew nothing about ductless heating/ac. Due to terrible, unreliable phone service and apparent inexperience of service personnel i would STRONGLY recommend another company (even though we had used them in the past). Sears is NOT what they used to be.