2045 Mackenzie Way Suite 400 Reviews

Dryer is still broken does not work Same issue

This was not Sear's best work. The new AI chatbot (there is no option to speak to a human) is a disaster. The technicians blame all issues on the chatbot and say they are powerless (maybe AI take over is starting already). The initial visit is kind a of scam. They ask you to take a picture of the model number of you oven and write a note about the error code. I thought the technician was going to do some kind of testing, but they literally showed up, made sure that the picture I took of the model number was correct and then wrote down the same error code that I had sent them...was that visit really necessary? Then, the technician accidentally ordered the wrong part. We waited a week for them to come back and replace the wrong part only to realize that the wrong part was ordered (after they had replaced it). They then ordered the correct part and were supposed to come back the next week, but missed the appointment. The technician called and rescheduled for Monday morning. The next day, the AI chatbot contacted me said they needed to reschedule to Tuesday. When Monday morning arrived, guess who showed up to my house (it wasn't the chatbot). Apparently, we are all supposed to know that the AI chatbot is not reliable, but no one calls you to tell you what is really happening. This is no way to run a business. In all, I had to miss 4 days of work to get my oven fixed. Not their best day.

They missed the first scheduled day and showed up the second time. Tech came and did not appear to have a clue. He looked at the refrigerator and called somebody without touching it. Minutes later he came back with a $1100 quote, new refrigerator is $700.

The worst company I have ever dealt with. Our washer needs repaired so we made an appointment for 11/18 at 8-5pm. 5:00 comes Nd I tries to call 1800 number and there is no live person. It is a AI bot tells me the technician would be there at 7:00. It is 930 pm and no one showed up! No call email or anything just a big waste of time!

It's been a horrible experience dealing with Sears. The entire system is flawed. The wrong parts were ordered for my washer. The technician, who was good, was at my house for 2 hours because he can't talk to people at Sears, he gets stuck on hold and in a perpetual loop. New parts get ordered, Sears schedules an appointment to come back again for the 3rd time. But they never check with me to verify if this time works for me. It doesn't. I have been unable to change it online. Online gives me a number to call to talk to an AI rep. AI tells me I have to change it online. It's so very frustrating and I will probably cancel my home warranty over this

The technician came to my home to diagnose my dishwasher. The technician could not diagnose the problem. He said it could possibly be three different parts. I would have to buy all three parts no matter what just for them to figure it out, totaling $1200. I called customer service and they would not help and said the diagnostic fee is not refundable. I told them they didn’t diagnose anything. They refused to help at all. I told them I could start the same scam business of charging people to come to their home and then just say, I don’t know what’s wrong but you can buy all the parts and we can figure it out eventually. This is a scam

We submitted a service request for our malfunctioning oven. The technician (David B.) was brusque and did not even look at the appliance before starting to quote nearly a thousand dollars in parts and labor. When we asked for him to explain his reasoning or why he made the diagnosis he did, he interrupted us constantly with an explanation that came down to "Trust me" and "I have 20 years of experience." We then insisted he at least look at the oven before standing on his quote and diagnosis--he pressed a couple buttons, opened the oven door, waited less than a minute, and then regurgitated the same non-explanation. When we asked him to take any time to walk us through his reasoning before we committed to several hundreds of dollars of repairs, he became hostile, gruff, and even more unprofessional, staring me down. We had to ask him to leave because of his hostility and lack of decorum. I then tried to call Sears or A&E to report the surprisingly unfriendly encounter, but the call system has no humans on the other side, just an endless loop of AI chatbot. The customer service for Sears has greatly degraded, and I am disappointed to report that I will never use this service again.

We called for repair on a refrigerator and gave them the specific make and model that we needed repair. They messaged that they would arrive between 8-10am, but never showed up until after 1:30pm. The technician was unfamiliar with the unit and decided not to service it. Waste of an entire day waiting for them.

The number one problem is the lack of any accountability. This is related to the use of AI to the complete exclusion of human beings. First, the technician failed to show for the first scheduled appointment. This despite repeated assurances from AI assistant that they would keep the appointment. Four hours wasted. No live person to address. The second appointment was kept and on time. But no resolution was made. And the promise to fix the machine in “a week or so” for about half what it would cost to buy a new one was, at best, a guess. It could have taken months to get the part in today’s world. Never use “Sears”, which isn’t really Sears since they’re out of business. A fiasco and waste of money and time.

Charged me a 1000% mark up ($350 for a $35 part). Except they were so stupid they had the part shipped directly from Amazon to my door.