3917 N Carson Street Reviews

I tried to book an appointment and they hung up on me. So I need my dishwasher fixed. I even know what's wrong. But the customer service rep had a script and by gosh she was going to stick to it no matter what. She described a possible discount if I purchased a home warranty. I said I don't want a home warranty, I just want to get my dishwasher fixed. She said she had certain things she had to cover in the phone call. Her tone was very stilted and awkward. She told me that the phone conversation was being recorded and implied she could be fired if she didn't cover all the required points. I thought it was odd that the conversation was being recorded, because up until then it had not been disclosed to me. I later checked and confirmed it's illegal to secretly record a telephone conversation without consent of the other party in Nevada. So either she was lying or recording the conversation illegally. She asked more unrelated questions like whether I owned or rented my home. I said I want to get my dishwasher fixed. She said there are certain points she has to cover in the phone call. Then she went into details of how I could either pay a fee for the service call or avoid it by buying a home warranty. I said I don't want a home warranty, I want to get my dishwasher fixed. I said you can ask three more questions, but if we can't wrap this up in 3 minutes then I will take my business elsewhere. She hung up on me. So much for customer service. I'll never use Sears appliance repair again. Maybe I should contact the Nevada state attorney general.

There were 4 aspects of this experience that combine to warrant 1 star (or less): 1. Joseph was scheduled to come diagnose a Kenmore clothes washer leak on Feb 1st. They only offer a "whole day" arrival window of "sometime between 8am and 5pm." So, when placing the service order, I explicitly requested a call to my helper at least 10 minutes before hand, so that someone could be at this (vacant at the time) home when the technician arrived. Joseph obviously didn't read the entire service order and called the owner (me) rather than the responsible party and number that was explicitly listed in the service order notes. Nevertheless I called him back and texted him within minutes. He didn't answer my call, didn't call me back, and didn't return my text, nor did he call the designated contact. He simply ignored all communication. 2. Once you have an open service order in the system, the Sears Appliance Repair phone tree makes it 100% impossible to speak to a live human if you call them from the phone number attached to the service order. The only way to reach a live human to discuss the open service order (and the issues I mentioned in #1 above) is to call them from a different phone number. 3. After finally reaching a live human and explaining how Joseph failed to follow the service order notes and ignored our efforts to reach him, Sears Appliance Repair could only reschedule us for 3 weeks later on Feb 22. That seemed ridiculous given the failures on their end, however, I accepted it given the other very positive reviews here. 4. On Feb 22, Joseph went to the property without calling first. When no one answered the door, he did call my helper. My helper's phone went to voicemail but he called Joseph back within ~30 minutes and Joseph didn't answer and didn't call back. A technician that doesn't return calls from the customer's phone number within minutes of the technician calling - and he does that consistently on multiple days?? I've never seen nor heard of that in my 10+ years living in this area and dealing with all sorts of service providers. Totally unheard of and totally unacceptable. "Fool me once, shame on you; fool me twice, shame on me." There won't be a third time, that's for sure! I have now found a different local appliance repair technician where I'm speaking directly to the owner/technician and he seems to understand customer communication. I'll post a review after he completes the repair so that other people considering this company will have access to someone more responsible and communicative. (oh, and dear "owner" of Sears Appliance Repair, don't give me the "send us a message on Facebook" response you have given to other no-show victims that have posted reviews. Firstly, I don't use Facebook, and more importantly, if you truly want to talk to me about my experience, you already have my name, email and phone number from my service order ending in 930220 -- you will call me directly and personally if this review is actually important to you!)

mm is there a minus because if there is i will give a minus 5 stars for been a lier 01/08/24 saying that he came to do inspection my claim when he never show up