11033 Carolina Place Parkway Reviews

Service Technician William was professional and courteous. He noted that the company was starting to implement artificial intelligence in their client experience. My feedback is that they may want to further develop that attempt. I rec'd way too many emails and texts around appointments and updates. It felt as if my communication to the company was being received by different people within the company and unorganized. I had to reschedule my oven fix twice due to problems getting the part. The part was eventually mailed to my house directly which I thought was odd.

Clement, my technician was amazing! He really took the time to make sure that my refrigerator was repaired correctly. However, my experience with the Sears repair company was horrible! I could never get a human on the phone to discuss any of my issues. Everything was done through AI bots, and even they were not properly programmed/trained. As a result, my repair ended up taking a lot longer than necessary.

Way too many emails and texts. The tech was pleasant.

Only a diagnosis was made which determined my hvac issue required a different technician. This is for the follow up appt. The technician arrived very late in the afternoon and claims he had asked HWA to reassign the job because he didn’t feel safe doing the work. There are no safety issues in my attic as no other provider has ever made such a complaint. I feel your technician never wanted to do the work and invented excuses to get the job reassigned.

While our last service person, Roger was fine, the entire experience with Sears has been horrible. First I was given an appointment confirmation on Friday, then time came and went, and I had to look online to see I had been rescheduled for Monday. No call, text, or email. Then on Monday, two guys came in, diagnosed the problem and ordered the parts for repair. Roger then came in on Wednesday with the parts, unfortunately it didn't fix problem, as the issue was misdiagnosed on Monday. The quote for at the correct part was more than what we spent on a new washing machine, delivery, install and removal. I will never ever use Sears again. Furthermore, we were supposed to be refunded for the misdiagnosed part that didn't work, and that money has yet to be refunded 1 week after the fact. You cannot ever speak to a live person, and right now we're considering what avenues we may use to get back the money owed us, as the technician stated on our invoice. Absolutely horrible experience all around.

Bad

(Translated by Google) This technician provided terrible service. He arrived very late, and as soon as he entered my house, he looked at the air filters and said they were dirty and that I had to call another company to fix the problem. (Original) Muy mal servicio de este técnico llego bien tarde y no más entro ami casa miro los filtro del aire y dijo que estaban sucios y que tenia yo que llamar para que me manden otra compañía para que arregle el problema.

The service tech for my HVAC was extremely rude 0n phone & more so when he arrived at my home. Had to ask him to speak up. Very low & monotone. In face he approached my home eating an apple. He informed me that unit was working at capacity & found no deficiencies. due to age of unit, it was not going to be cooler & I needed to consider purchasing a new unit. In addition , my unit uses R-22. I know that. He offered to clean unit for an additional $70 which I initially agreed to , but after he became rude again, I ask him to leave. We had additional words outside which became escalated. I had anticipated the service tech for the past 2/3 weeks & disappointed. Now I have to contract another HVAC company. Sears, what happened to your reputation......

Rodney, the last technician was great. 5 Stars. The rest of the experience was miserable. Microwave stopped working and first tech came 4 hours late misdiagnosed the problem and said he needed a part without properly checking and rescheduled for 5 days later. On the morning of that day, I looked for the link for the ETA and found they had moved the appt to 7 days later and never informed me. I was able to fix that problem and then Rodney came and fortunately had the part in his truck and resolved the issue. It is impossible to talk to a human. I regret getting an extended warranty contract with Assurant. Previously had a dishwasher issue and that was a disaster too.