360 E Broad Street Reviews

First of all your technician did a fabulous job! He is a tremendous asset to the company. Second of all if Sears corporate would have listened to me, I would not have quit being your customer. It is almost impossible to get a hold of a human being at your company. I had a 3-hour argument with your AI one night. My problem is that starting in March, you changed your software. When I scheduled an appointment I did not get an email or text the night before to remind me that your technician would be coming to my house. I did not get a progress report during the day to find out how many customers were ahead of me and about what time the technician would arrive. I could not update my information to let my technician know that my wife would be answering the door and she had Mobility problems. The first two problems meant that I had no idea if your company actually knew that I had an appointment and that a technician was actually scheduled to come to my house. The third problem was an access to service issue which was a violation of the Americans with Disabilities Act of 1990. By not allowing me to inform you at my wife had mobility issues and took time to get up from her chair lift, meant that the technician would wait after knocking on the door and then leave before my wife got to the door. That would mean being denied service. I have been through a lot of trying to get a hold of somebody at your company with very little luck. Then last night for no explainable reason I got an email saying that your technician would be here to fix my refrigerator. We've had the parts for the last 3 months and a month ago we set up an appointment online and waited all day. I checked over and over again and the computer had us down for the appointment. We could not communicate with your company to find out if we could get some kind of verification that someone was going to come to our home. We did not get an email the night before and your technician tracking was simply no longer part of the customer service software. I work nights and I had to be up all day to wait for a technician that did not come a month ago. Today everything works the notification the night before worked, the technician tracking worked, and I got a pretty good ETA for your technician. I don't understand why those Services were done away with. The only thing that did not work was that I was not able to put a note on my customer account to tell somebody that my wife has mobility issues. I want to know if these services and this software have been restored permanently. The service has been terrible for the last 3 months. Today was wonderful. If you can guarantee that service can go back to the way it was before March of this year I will think about signing up for another year of Sears home repair. I want some guarantees that it is going to be worth my time. Please let me know what your plans and I want you to be specific about the customer service software. Thank you for your time and attention.

The service man came out. He really did not even check my washer. He didn’t even open it up to really see what was wrong. He just came up with some outrageous price and also calling in. They gave false information on how the procedure was supposed to go, and I was very unhappy with the service.

Took 10 days for a repairman. Didn't have the parts to repair but said he did enough to use. Still has the same problem

The technician didn't even repair the appliance. He consulted with my son and closed out the ticket. I am the contractor holder, not my son!! This is the first and only claim I have made and this is the 3rd time the technician has come out for this claim. He did nothing!! So disappointed!!

john did what he could do. customer service promised the p;arts were on the truck and my dryer after 10 weeks would be fixed . NONE of the 5 parts were on the truck. They weren't even ordered. refer to my chat on 11/8 if you can. LIVID

Company had initial appointment a month ago. Day of service received text that tech was on way. Tech never sh, company never called. At 6 pm I called and was told tech was off sick and it would be rescheduled. 4 weeks later, not next business day. Will never allow company in home again. Poor customer service.

Never showed, couldn't get ahold of them, then sent me a receipt for their service 🤔

The technician visited 5 times and could not figure out how to repair our refrigerator. We scheduled a new appointment through American Home Shield our warranty company requesting a different company or a different technician and no one showed up again on 12/14 . Terrible customer service from Sears and American Home Shield. Update 12/19/23. Same technician did not show up for scheduled appointment today even after I received a text that he was on the way. Then he lied to American Home Shield telling them he stopped and left a note on our door.

After driving to the location that Google Maps sent me to. Sears Appliance repair does not exist it is out of business at this location.