1005 Wayne Ave Reviews

Very nice!

Wayne fixed my Samsung Washer. He was great. Very knowledgable and explained the problem to me. The cold water filter on the back of the washer was clogged causing most of my wash cycles to throw a load balancing error during the spin cycle. He fixed it in 15 minutes and he showed me how to fix it if it happened again. The only reason I gave 4 stars was because he accidentally closed out my ticket before he arrived and I had to call Sears to correct the problem. The Sears Home Hub website does not allow you to contact someone directly about an issue with a service repair and the phone system was very confusing. Once I finally got to speak with someone, she had to charge me again for a new service ticket instead of re-opening the ticket that Wayne accidentally closed. Then she was going to issue a credit for the prior ticket. Seriously Sears? Fix your system.

Service tech was very nice but the whole process was ridiculous. Probably because I wasn’t cash paying and it was a warranty claim. I expected my first tech service early February, after several cancellations same day and a lot of the times toward the end of the day they finally fixed it 4/7. It shouldn’t take a few months to get my refrigeration fixed. Absolutely would not recommend this company unless it was New Leaf fault

I have used Sears in the past with success, but this last time has become my last time using SEARS Appliance repair. On November 27, 2024, Charles came out to repair our Kitchen Aid dishwasher. He diagnosed the problem as a water pump and stated that he did not have the part but could order it in and install it when it arrived. We chose that option and gave Sears our credit card for $669.91 ($347.96 parts / $321.95 Labor). On two separate occasions thereafter, a technician was sent to install the part. The first technician was very honest from the start and stated that he did not feel comfortable installing the part on the dishwasher because he did not work on these on a regular basis. He called Charles and he stated that we would reschedule for him to come back specifically, since he was comfortable with making the repair. On another date in December (around December 11th) a third technician came out and he stated that he could not replace the part within the dishwasher in place and would need to remove it from the counter space. He did not know how to remove the dishwasher from under the counter. He called his supervisor, and they gave me the following choices while I was on the speakerphone: 1. I could remove the dishwasher from within the counter space myself and they would do the repair after that. 2. Sears would refund me my Labor and Part money for the trip. 3. I could keep the part, and they would have the Labor Cost refunded to me. I opted to keep the part that I already paid for and have the Labor refunded (Option 3) and Chales and the 3rd technician agreed. The third technician stated that he would handle getting the refund for $321.95 in the system. On January 3, 2025, I still had not received the refund. I called the Call Center, and the representative stated I had the right person to handle this, and he would handle processing of the refund. He placed me on hold and came back after he spoke to Charles and the $321.95 would be refunded within a couple of weeks. I call back to the call center on (January 22, 2025) and told that I have to wait a month before billing reviews my case for the refund. Why does it take so long to get a refund when the technician who stated the refund would be processed back in December (around December 11th) and then a Call Center Rep processes it again after supposedly confirming with Charles the Technician's Supervisor? He did provide me an email address to Billing to send my concerns. As of today, there has been no response to the two emails that have been sent to Billing. The sad part is that I have had to continue to follow up on the refund or it would have never happened as stated initially. Finally, we were able to call a local appliance repair company that was able to repair the dishwasher while it was still installed in the counter. It was something that could be accomplished. That said, I do appreciate when someone says that they cannot handle the scope of work and doesn't create possible additional damage. On the other side, you shouldn't put your technicians in a place where they do not have the knowledge, skills or abilities to be successful on a jobsite. I called again today (02.20.2025), and the call center rep. tells me that he would contact billing via email for the processing. He stated there was no way to speak to a human directly for the issue. No supervisor was available to help with the escalation. Just seems to be the standard response from their customer service department.

Had an appointment scheduled and they rescheduled it without notifying me. Unable to call the number because it's automatic system. Waste of time and lost of time from work