360 E Broad Street Reviews

Refrigerator/ freezer still not cooling freezer loses temp and lots of condensation

Update. Falling in line with not caring at all, the response told me to go to the website, where you can't get a live person, or call in to the same unprofessional people that do not listen and do not care! If it was possible to give negative stars, I would. I have a warranty through American Home Shield, so unfortunately my hands are tied when it comes to having to use this company. 99.9% of it is their lack of customer service on the phones as their technicians have all been very friendly. About a month ago, the front left burner on my range went out. I scheduled repair and the technician came out. He pulled the stove apart and found that the wiring harness had an issue. He was very concerned about putting it back together as the wires had separated. He was in touch with someone that walked him through taping off the wires to at least allow the stove to function until the part came in. Unfortunately something went wrong and when we powered the stove on, it immediately shorted out. It took 3 days of phone calls to finally get someone to understand the original problem of the left front burner was no longer an issue and that the entire stove was not operational. It was like pulling teeth to get them to send someone out to confirm this issue. The customer support line is awful. They have a script and they will not deviate from it. They lack empathy and understanding, it's like a team of robots. Now a month later, my washing machine is leaking. Tech comes out, diagnosis the issue and orders the parts. Great guy. Original appoint was supposed to be on 9/26, however they reached out and said because the parts arrived early they could get me in between 1-5 on 9/24. I took off the afternoon to be here. At 5:10, I had not heard from anyone about delays so I call. The message said my appointment was now 5:35-6:45 and the technician was estimated to arrive at 6:46. Unfortunately I do have evening activities so that doesn't work. In the confirmation email for my 1-5 slot it states that I will be notified if the technician is going to be late. That never happened. So now I've got to deal with their customer support team. It was a disaster again. My time is valuable and I expect to have some sort of compensation for this nonsense. Be aware scheduling with these fools because while the technicians are very nice, the back office simply doesn't care

Never seen anyone today and yet I got 3 e- mail saying they were here and even sent me a paid receipt that I didn't do something is really wrong

Worst experience I ever had. If your home warranty company ever assigns Sears to your claim please ask them to pick another company. Sears sucks I do not recommend. The repairman very nice guys. Took 2 months for a simple dishwasher part replacement all because Sears sucks. From my very first interaction where the person hung up on me to being transferred 4x today and being lied too. They outsource calls and those people who answer are like robots on repeat due to language barriers. I took off work every week for 8 weeks only for my appointment to be rescheduled every time without explanation during the schedule time. Finally today the person says delay was due to parts not being in which the parts were delivered to my house 4wks ago. No one ever called to confirm if I had parts. My appointment today was rescheduled and I called, 4 people today said I could not get service today there was absolutely no way to get me back on the schedule due to their error and I had to wait a week AGAIN but I called AHS my home warranty and they got Sears to get someone out TODAY. Never EVER use Sears.

The repair man was supposed to order parts and come back to do the work but after two weeks still hadn’t done anything so now we’re out $120 and our appliance still isn’t repaired.

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