4401 Buffalo Rd Reviews

Great service provided

They offer a 30 dollar off service discount through their home advantage and don’t honor it when the technician comes to visit.

On 11/8/2024, a technician came to our house because our washing machine wasn't draining. He (mis)diagnosed the problem as a faulty drain motor and ordered a new part and scheduled to install it the following week. During his visit, he attempted to run the washing machine once, but did not look at the interior or at any pipes/tubes. The day after his visit, the water that was not draining started to leak out of the washing machine and onto our floor. While attempting to stop the water from leaking all over the floor, I came across a clog in the drain pipe inside the washer (somehow an item of clothing had gotten into the drain). I removed the clog, and the washer started working perfectly. I canceled our appointment for the following week using the email we had been sent, but did not hear from Sears about a refund. At the time of the first appointment, we had paid for the first technician diagnostic visit, the part (that we did not need), and labor for the follow-up visit. After four days of hearing nothing, I called Sears Home Service customer service and they “filed a refund request” with the billing department and said I would hear from them in 7-14 business days. After 15 business days, I had heard nothing and no refund had been issued to my credit card. I called the customer service line, and the representative told me they would “escalate” my claim to billing, and I would hear back in an additional 7-14 business days. When I asked to speak to a supervisor, I was told that they could not transfer my call, but a supervisor would call me. When the supervisor called, they left the line 2 minutes into the call and did not attempt to call back. After 30 minutes, I called customer service again. The new representative said they could not transfer my call to billing because billing doesn’t talk to customers, but gave me a direct email to the billing department. I sent billing an email, but heard nothing back. In summary, I am giving a 1 star review because the original appointment was low quality, resulting in a misdiagnosis of the problem, and because Sears did not refund my money within their own defined timeline. As of the writing of this review they still had not refunded the money we paid for a part that we did not receive and labor that was not provided. UPDATE: On the morning of 12/9, I emailed BRS3@transformco.com per the response from the owner. As of Friday 12/20, I have still not heard back from Sears.

The person that showed up was nice. The price that was charged for the service that was done was over rated. $380 dollars for less than an hour of work and no parts needed. Over 40 minutes of trying to take a picture of the check and driver license ID. Never did get a receipt for services that were done. I'll never use Sears Appliance Repair service again.