3901 Lemay Ferry Road Reviews

Luke was great. Professional and communicative. His company overscheduled him however and he had to postpone and reschedule once, almost twice. We really appreciated his effort to get here the second time, instead of rescheduling.

The service techs were fine so this is no reflection on them. But no one showed up for the appointment to install the needed part, we weren't notified the appointment t wouldn't be kept and trying to work through the AI customer service portal was a nightmare. Overall let's call it a 5 for the humans and. 1/2 for their support.

Nothing against the tech, but I had an older (18 years) refrigerator that parts are not available. So, you can't repair a fridge without parts. So, you think the service company would let you know that before they send the tech out and charge the $129 service fee. Sounds like a scam to me.

The tech that came today gets 5 stars. The company overall gets 1. Finally a technician that knew what they were doing. We needed our dishwasher repaired and sears sent out a tech who verified the issue, ordered a new part and left. The appt to install the new part didn't get scheduled, when we called them and scheduled the install, the guy came and installed the part and left before fully testing the dishwasher. The heating element no longer went on to dry the dishes. The next tech they sent ordered all new internals, a heating element, control board, and wiring harness. The tech that came today identified the issue as being the control board needed to be reset because the original issue of water not spraying triggered the heating element to shut off. He reset the board and confirmed the heating element was getting hot again and will be returning those parts the last guy ordered. He was super knowledgeable and could tell me what every noise was the machine made. After I told him the full story he knew exactly what the issue was. The company needs to work on the following: over-scheduling of technicians. Each tech is assigned more jobs than anyone could complete in a day causing numerous appointments to be missed and rescheduled. Their rescheduling system is unreliable at best, and it's hit or miss if they will actually schedule the next appointment. Appointment windows of 8 hour windows is unacceptable for anyone especially if you don't work from home. I work from home so it wasn't a financial issue for me when they missed their appointments, but not everyone has that option. Techs should be trained on troubleshooting the appliances they are intended to be servicing and should know about dishwasher control board resetting. They need better communication when they are going to miss your appointment, currently you just get a text at the end of the day saying your appt was rescheduled. They should call you as soon as they know they can't make your appt or will be late. So many things this company does wrong no wonder the retail store went out of business.

Marvin was efficient and got repair completed when he was able to keep the repair appointment. The company needs to increase its workforce so there are enough service people to provide service to customers in more timely manner.

Technician was amazing! On time. Efficient. Great communication. When making initial appt, though, The phone customer service upsell was very high pressure. Customer service team non-US based and very hard to understand. They Made big mistake on what was promised by customer service for $50 and what was scheduled for $125??!???? Pressured for credit card info when the visit scheduled. Even before they set foot in my Home?? Once we rec’d the scheduling appt confirmation email, we Had to cancel one of the two appts we made. Very high priced for just the diagnosis and customer service did not reveal there would be extra “labor charge” once in the home…even though tech did not perform a repair—just diagnosis. Bate and switch. Not technician’s fault. Those are company rules. The automated system —after appt is made— has no option to speak with a human. Feels like a very greedy company. Older people without tech access could easily be taken advantage of. Beware.

Your technician NEVER came to our address or called. Emails we received from him/Sears, said he came, sent us an estimate for repairs then a separate invoice for additional labor in the amount of $100. If you want to stay in business, you need to hire honest employees, unless this is how Sears operates. Needless to say, you will never get a referral from us, and I hope you are banned from the Choice Home Warranty pool of technicians. VERY DISAPPOINTED BY THIS ACTION.

This week Doug came to our house and their was miscommunication on our part. There was a part sent to our house (which we were never told about) and we didn't have it. Doug kept arguing and arguing and I kept mentioning we were never told at any time it was being sent to our house. I naturally thought the repairman would bring it with him. Either way, he kept yelling at me over the phone. A little while later I called back saying I had the part and Doug and I got to talking and I kept asking questions like, "what happens if this part doesn't work...is the work guaranteed?" He started to argue again and then hung up on me mid-sentence. Doug may be good with a Maytag...but not with people. And because of this we are still almost $700 in the hole without a resolution.