10 W Lake St Reviews

He loosened/ damaged part of the freezer/ refrigerator

Worse experience ever! Simpleton came complaining how he’s only been working with the company two weeks. Said he didn’t know what the problem was but tried to sell me a pump for $500! I expected better from Sears, very disappointed and dissatisfied. Washer still isn’t fixed and I wasted a day on this. Go somewhere else! This place is not worth the money

⭐☆☆☆☆ We have a Sears appliance repair membership and scheduled service for our 16-year-old refrigerator. The experience has been disappointing from start to finish. At the initial visit, the technician arrived about 30 minutes late, which wasn't a major concern. However, he immediately asked to use our bathroom and then proceeded to speak down to both my husband and me throughout the visit. We understand basic appliance maintenance and don't need to be lectured about pulling a refrigerator away from the wall to clean behind it. There was a small amount of broken glass under the refrigerator from a prior incident. Rather than simply pointing it out, the technician commented, "I'm okay with filth, but I'm not okay with getting stabbed." We found that remark unnecessarily rude and unprofessional. If he had concerns about the area, he could have addressed them respectfully. Parts were ordered and delivered, and a follow-up repair appointment was scheduled for June 10, 2026. The original service window was 8:00 a.m. to 5:00 p.m., requiring me to take a full day off work. Later, we received a narrowed appointment window of 1:00 p.m. to 3:00 p.m., which seemed promising. Unfortunately, by 5:17 p.m., no technician had arrived and no one had contacted us with an update. To make matters worse, the phone system makes it nearly impossible to speak with a live person or obtain an ETA. After using PTO to stay home all day, I still have no idea whether anyone is coming or when the repair will actually be completed. Delays happen. What is unacceptable is the lack of communication, the inability to reach anyone for assistance, and the unprofessional behavior we experienced during the initial visit. Based on this experience, I would not recommend Sears appliance repair services.

This technician, although he fixed and repaired my issue. I am satisfied. However his mannerisms needs repairing. When he speaks to customers as if we're a problem after waiting 8-9 hours for him to show up. Then text you and tells you he'll be there in 15 minutes and doesn't show up for another hour and think that's ok, when you address the issue. Its not ok. And his response is that he can cancel the appointment that we already waited for over a week to get. Its not ok. Then over 9-10 hours of the day for him to arrive and get this poor verbal customer service then threaten to cancel my appointment is unacceptable. And needs immediate response. As a former customer service manager and human rights commissioner, and more importantly a black man. I refuse to allow anyone to speak to me in thus disrespectful way. He needs people skills refresher training. Boyd Morson

Sears is all AI now and that's not safe. I got lucky working with a seasoned professional my first visit, but on the 2nd I dealt with a millennial who was creepy and I literally had to INSIST he leave 7 times before he finally left and I locked the door. 911 was my only option as they have no service support. DO NOT HIRE THEM.

We have been without a working refrigerator for nearly a month, and our experience with Sears Appliance Repair has been completely unacceptable. My spouse and I have now both taken multiple full days of PTO for scheduled repair appointments, only to have them canceled the same day with no clear explanation. Sears ordered three parts for the refrigerator, and those parts have been sitting in our entryway for weeks while we continue living out of a mini fridge and coolers. Customer service has been nearly impossible to reach, and when you do get through, there is no meaningful help or accountability. We are normally very patient people, but this has been an exhausting and ridiculous experience. We will be canceling our service with Sears Appliance Repair and finding a local company that actually values customers and communicates professionally. Please do not respond with a canned apology and a 1-800 number where no one can actually help. At this point, we will also be contacting the Better Business Bureau. Absolutely unacceptable.

Scam. Had someone run diagnostics on my Whirlpool washing machine, and told me I needed to buy a new Washer Drain Pump (he was very kind and honest). Replaced it ourselves, ran a cycle with an affresh cleaner tab, and the same problem happened - stops mid cycle with water still in the drum. Tried to call to have the same guy stop by to look at it again, but this company uses AI for EVERYTHING for their call service. No options to talk to anyone in person for MULTIPLE Sears numbers. No confirmation emails from making the appointments, or after I paid for the visit. The number that’s on my cc statement is a verizon number that doesn’t work anymore. Literally no hope to try and get someone here again to fix the problem I originally asked help for, without having to pay another 139.00 for a visit.

Tech who did the repair was nice but took a crap in my basement bathroom… seriously!? The fist tech complained about my staircase. Overpriced as well, they ordered my part off of Amazon and I had to move my washer/dryer. What the hell did I pay for? Would not recommend Sears.

They never showed! Or called!