12001 Sears Ave Reviews

My experience with Sears Appliance Repair was very good in most aspects. Online scheduling was easy and convenient and I was able to schedule a visit for the next day for my broken dishwasher. Thomas W communicated with me by phone to let me know he was on his way. There are several apartments and condo complexes in my area, and he ended up going to a complex around the corner, but he called me again and I was able to tell him which driveway to use. I was absolutely thrilled with the diagnostic skills and friendliness, professionalism, and knowledge that Thomas possessed. He was very thorough and answered any questions I had, and found the issue and fixed it within 45 minutes. There were no parts involved, just labor costs, because it was a short in the connection of two wires, and Thomas just reconnected them properly. I was extremely happy with the job Thomas did. Now comes the bad part. The $149 service call charge is supposed to be removed if you go ahead with the repair. I was extremely surprised to find that a 45 minute labor-only service call came to $319. That was supposedly after the $149 had been subtracted. Thomas was very apologetic and said there was nothing he could do. I had received an email the night before from Sears with a link to a 10% off coupon. But the link was a broken link. I was forced to pay the $319. I’m embarrassed to say that while experiencing that invoice shock, I did not give Thomas a tip. I felt like I didn’t want to add that on to the $319 for 45 minutes of work. And the final problem that caused me to write this review is that there is absolutely no way to communicate with a real person about this issue. I even drove to the address given on Google maps, only to find an abandoned warehouse at the address given in Livonia. I do not like to leave negative reviews and would have preferred to talk to someone to understand what the hourly labor rate is and find out if a mistake was made. However, after spending quite a bit of time trying to reach someone, I determined that I would like to warn other people about this. Thomas was a great technician, but there is no way to speak with a real person regarding billing. Be ready for that.

No service received. Sears’ AI-driven scheduling system has been a complete failure. On the day of my appointment, I received multiple calls and text messages confirming and updating my service window. In response, I rearranged my schedule several times throughout the day to ensure I would be available. Then, just five minutes before the service window expired, the technician called to inform me that he was still an hour away and asked whether I wanted to cancel and reschedule. The next available appointment was five days later. Adding to the frustration, I attempted to contact a live Sears representative but was repeatedly routed through automated systems and never able to reach an actual person. At this point, I am extremely disappointed with the experience. The scheduling process has been unreliable, the communications have been misleading, and customer support has been virtually nonexistent. I can only hope this is not an indication of the level of service I should expect when a technician finally makes it to my home. I expected much better from Sears.

Not Livonia based. Will take you to national robot number. Terrible customer service. All robots. One of a dozen customer service numbers will eventually lead you to a human who also has no authority to help you other than schedule/cancel. No way to complain when they mess up service or get money back. I didn’t even get my money back after I cancelled a part order and appointment. If they have to order any parts, they make you pay for it plus labor in advance in full. Wouldn’t recommend to anyone.

Was quoted different rate of 600 so i didn’t get repaired once i saw emails of 232.00 i could paid that now im still without a washer and csn not talk to live agent im not a fan if AI

So far not good. Tech just left my house washing machine doing the same thing it did before he got here. Tried to call all I get is AI. Can't talk to a real person. Great

DO NOT USE THIS BUSINESS!! YES, THE MEN THAT CAME TO MY HOUSE ARE NICE. BUT IF YOU HAVE A PROBLEM YOU WILL NEVER NEVER BE ABLE TO SPEAK WITH A HUMAN WHO SPEAKS ENGLISH. THERE IS NO PLACE OF BUSINESS THAT YOU CAN GO TO EVEN THOUGH IT'S ON MAPS. I KNOW, I WENT THERE AND THERE IS NO BUILDING AND NEIGHBORS SAID THAT THEY DON'T HAVE AN OFFICE THERE. AFTER PAYING OVER $530 3 WEEKS AGO MY RANGE AND OVEN ARE STILL NOT FIXED!! CALL SOMEONE ELSE IF YOU DON'T PAY FOR A WARRANTY FROM THEM ALREADY. I REGRET EVER DOING BUSINESS WITH THEM. IF SOMEONE FROM SEARS READS THIS, PLEASE DON'T TELL ME TO GO TO A FACEBOOK PAGE IF I HAVE A PROBLEM. CALL ME!!! MY NAME IS IN YOUR SYSTEM. SEE HOW SEARS RESPONDED WITH A PHONE NUMBER? IT'S THE SAME PHONE NUMBER I'VE BEEN CALLING AND TALKING TO PEOPLE WHO CAN BARELY SPEAK ENGLISH AND DON'T KNOW WHATS HAPPENING. THEY WERE SUPPOSED TO CALL ME BACK DAYS AGO, THEY WERE SUPPOSED TO CALL ME BACK YESTERDAY. NOPE! DO NOT DO BUSINESS WITH SEARS APPLIANCE REPAIR! THEY TAKE YOUR MONEY, IN THIS CASE $550, AND BLOW YOU OFF AND DO NOTHING. I REGRET EVER TRYING TO DO BUSINESS WITH THEM.

Terrible service

I rate your service a 1, the first a appointment was canceled because of rain which had stopped before time for appointment, I rescheduled and was given a 7am-11am on 7-31 my husband waited all day no call no show at 6pm tech shows up this is what I call bad service. I requested another company.

This review is not about the repair technicians, but about the scheduling services, dispatch, and overall customer service. It is a truly terrible experience. We had a technician visit and then schedule a repair for July 10th. On the 10th, the technician never showed up nor did they call to cancel/reschedule. So on the 11th, we spent about 8 hours on the phone with Sears trying to get our appointment rescheduled. Even though we had a confirmed appointment on the 10th that the tech never showed for, the soonest they were able to reschedule us was for July 22nd. There is rain on the 22nd and so the technician himself actually called us and told us he'd try to fit us in the next day, otherwise we are SOL and have to reschedule again. So I'll take time from work, again, and hope that the technician actually shows up. We have a very elderly dog that we love dearly and she is really struggling in the heat. Nobody from Sears seems able to empathize with that, and the scheduling system seems to be mostly smoke and mirrors. In the future I will be strongly recommending that people avoid any and all business with Sears, and with Choice Home Warranty. 0/10 horrible 6-week experience, turned me into a Karen.