5151 Sunrise Highway Reviews

I made an appointment but AI customer service heard the address wrong . I texted the proper address. I then got a text saying that the technician had knocked on my door and no one answered, but there were 3 people home and no one heard a knock. No one ever called me to tell me that someone was here and they probably went to the wrong address.

The technician who came first, said the fridge was covered under warrantee with compressor covered, he’ll check if labor is covered. The 2nd one who came to install the compressor, had no compressor to install and said the 1st guy was an idiot. We paid the diagnostic fee and that was that. I won’t be call sears again for this service.

I have been a customer of this service for at least 3 years and this was the worse experience I have ever had. My refrigerator has been out of service for over a month now. Issue started late June. Used their new virtual assessment over the phone talking to a contact. Was told this was to expedite ordering necessary parts to fix. After initial call, was scheduled 3 times- all 3 of which were cancelled without notifying me of the cancellation. Each time you are given an 8AM-5PM timeframe. That is 3x I had to be home for a service person to not show up - or be advised that a service person would not be coming to my home. Called up the Sears service line multiple times telling me that I would prioritized to get a service person out as soon as possible. This never happened. Finally get a service person out on the 4th rescheduled date. Turns out no parts are ordered and service man cannot get to supply store as it is a Saturday. Supplies as diagnosed by repair man are ordered and sent to my home with a 5th date to return for repair. Service person does not show up this time either - once again waiting at home for the 8AM-5PM window. Finally get person to my home yesterday to repair fridge with parts that have been sitting at my home for 10 days. And now, the refrigerator is still not working. Misdiagnosis? I do not know what or why I am paying for this service. I have been without a working refrigerator for 36 days in the dog days of summer. If I could assign negative stars here I would. And I know this post will get no action on it either if my track record of calls/complaints over the last few weeks is any indication of what this service contract thinks of customer service/satisfaction. Seriously considering reporting this to the Better Business Bureau and Consumer Reports. Stay away!!!!

Do not purchase an appliance from this store. In May of 2019 I purchased a Kenmore Elite refrigerator. I purchased it because I was replacing the Kenmore Elite that I had purchased in 2003 (that refrigerator is still working at a friends house only issue was the ice maker kept breaking). When I purchased the refrigerator I didn’t purchase the warranty because I had no problems with other Kenmore elite appliances I had purchased (oven, stove and refrigerator). The Sears store was closing when I purchased it and the salesperson said well it should last about 7 years. I thought she just wanted me to buy the warranty but she most have known that they were defective. In December 22 the ice cream starts melting. I call for service and the service tech comes and says the compressor is dying. When I expressed disappointment that the compressor would be dying after such a short period of time he explained to me that appliances are built to break so that there is work for appliance repair workers. Yes…that’s what he told me. Next thing is that he doesn’t have that part and it would be several days before they can get the part. Well I had a refrigerator and freezer full of food for New Years that I didn’t want to lose so I said there’s no way you can get a compressor. So he said let me call around and he found one. When it was dropped off it was in an open box. That cost me $800. Well 9 months later the refrigerator starts not working again. I call them back and ifs the evaporator that cost me $400. Well guess what the compressor went again. I explained to Sears prior to them coming that the compressor that was installed was in an open box and was obviously used:refurbished and since I had already paid once to have it installed I didn’t feel I had to pay again. They said they would have someone from higher management call me back within 48-72 hours but NO-ONE called. I have tried calling back but can’t speak to a supervisor. When you do get a human and explain the situation they transfer you to Samantha (Sears AI bot). Sears has the absolutely worse rating for customer service. If you google them you will be shocked and will not purchase anything from them.

Had a tech Brian come to repair my GE profile refrigerator he came @2pm unapologetically for a service call scheduled 8 am-12pm . he had an attitude when he walk thru the door. He jumped to conclusions when diagnosing the problem and was very rude during our conversation about the repair. I asked him if he had a tough day cuz I wasn’t getting great vibes from him he walked out the door yelling I didn’t want my refrigerator repaired and left. Idk what he did but he rescheduled my appointment and I can’t get in touch with a customer service agent to even log a complaint. So basically these technicians show up and aren’t held responsible or accountable to any standards as all communication is AI driven and comments are not an option .

Terrible service, can’t speak to anybody about appointment and still waiting to hear if my technician will be showing up today! Absolutely awful

Not a good service at all ! I sent pictures of model number as requested, A technician showed up with no part and service could not be performed until they had the part,and did not have an exact answer on when he could come back ! Charged us 140$ for nothing and my wife took off from work for no reason 👎

In early April I contacted Sears home repair concerning my Kenmore Elite refrigerator. I noted the freezer was not freezing ice cream and making a noise with the fan. Two days later a gentleman came to my home and quickly determined the reason was icing by the fan. He removed the ice and to problem seems sovled. I paid $140.29. Unfortunetely the lack of freezing and noce returned. At that time Avarie came to my home to determine the issue. He examined the frigerator and consulted with his phone to determine the parts nexcessary. He also said the bill would be $755.65 and the part would be ordered. I paid the amount. Two days later anothe gentleman came and installed the necessary part. Problem seemed sovled, for several days. I contacted Sears again and Avarie returned and again examed the refrigerator. Now he sai it was something else. I said I depended on your expertise to determine the problem and paid the price you gave me and now your saying that evaluation was wrong and I have to pay for additional work. As he left he said there would be no charge for this visit. I beleive I should be refunded the $755.65. If the tech makes a bad diagnosis I should not have to pay for it. Michael Corcoran

I will never use this service again. Though I paid for services at the time of service I later received a bill for the repair. I had to cancel the check and make another payment. Today I received a notice from a collection agency for payment…which now I’ve paid for 2 times…and have to show proof of payment from my bank.

Ordered a cleaning of my washer and dryer. He cleaned the lint trap and said he couldn’t do anything else.