2011 N Roan St Reviews

My two-star review is not a reflection of the technician, Kenny. Kenny was pleasant and professional to work with, and I wouldnt hesitate to hire him again through a different company. My two-star review is due to the absolute abhorrent customer service I received (or rather, didn’t receive) through Sears. When I scheduled my original service, Kenny showed up on time but he didn’t have the correct part and had to order it. I paid for the service and scheduled an installation date for the following week. The day of installation comes and goes with no word from the technician or sears. And thus began the torturous process of trying to contact anyone from this company to see what was going on. I called at least a dozen different numbers associated with Sears Home Services, only to get tangled in the same automated phone tree labyrinth at every turn. If you have an active appointment, there’s no way for you to contact anyone about it until the appointment is missed. The phone system sends you a useless link with your appointment details and disconnects. I ended the day yesterday wondering if I had wasted hundreds of dollars. After my missed appointment I was finally able to talk to a customer service rep, who manually rescheduled my appointment. The technician showed up on time and was just as great to work with as before, and he fixed my issue. It turns out that he was overbooked the day of the service, and I’m not faulting him for that. It happens. But what’s unacceptable is that Sears completely left me in the dark. I received almost no communication the day of my missed appointment and no way to get in touch with anyone to see what was going on, when I rearranged my work schedule to accommodate the service visit on a specific day. When you’re paying hundreds of dollars for a service, it’s just unacceptable. It appears the only way to get in touch with this company is to publicly shame them through Google reviews or on social media, at which point you get a flaccid apology and a direction to message them on Facebook to address the problem (and not everyone has a Facebook account!) even then, you’re likely to get ghosted. I messaged them and never received a response. I want to reiterate that my technician was great. I’d hire him again. But I will never go through sears for service again just based on how hard it was to get in touch with someone that could Help me.

My rating is not so much for repair person but as the company. Parts could have been 2 days after the initial visit if ordered from Samsung at same price. Another thing is that old parts where left for me to discard. Apparently that is a TN thing and your company plocy, where contractors that work at your house just leave trash and defective parts.

This technician cancelled my appointment and forged a paper saying that I signed it? I did not cancel nor receive service. This is fraud and I am reporting this company

Horrible customer service. The technician has been to our home twice and both times made the problem worse than it was to begin with. He arrived hours after the time given reporting car trouble but never called. He was very unprofessional and rushed out as quickly as possible with no way for us to reach him to say the work wasn’t completed.

My Dryer is an LG 7.4-cu ft that is only 2.5 years old (purchased from Costco). Two rubber rollers (look like casters/wheels on the bottom of an office chair) were replaced in the drum. The technician, however, did not provide me with an estimate of repair cost before commencing work. The total of this 1.5 hour repair job was $462. If I new that was going to be the cost, I would have ended the service call, paid the service call/diagnostic fee of $129 and just purchased a new dryer for around $650. I will not use Sears home services again.

The technician cancelled my appointment without asking. Signed my name saying I cancelled. This is fraud and I have reported them. Your company should be ashamed of themselves

We have had them out three times through Choice Home Warranty to get our refrigerator to work, and it still has not turned on or worked. We need someone who knows how to diagnose the problem, order the parts, and fix the refrigerator. It has been three months, and it still doesn't work.

The repairman that came out was very nice and before he left, my dryer seemed to be working, but once I did laundry and put clothes in dryer.,it was ice cold, now I have to wait 2 more weeks without a dryer for Sears to come back out and fix it properly, shouldn't I be a priority ? They rescheduled my original appointment that was for the 6th, to the 13th, luckily I went on line and got today, the 8th.god forbid you get to talk to a live person, once my dryer gets fixed the way it should, I hope I never have to deal with Sears again ! I see u give other people a number to call and you say how sorry you are, that number brings you straight to the damn ai bot...WTH..

I do not recommend calling Sears service. Only AI available to take orders. You can never reach a person with your concerns or complaints. It took over 4 months to get a repair. Numerous trips and days off work to wait in vain

Sears Appliance Repair is useless. Very frustrating. Three visits and washer still not fixed. Also, they never showed up for 2 scheduled appointments. That means 2 days of missed work waiting all day for Sears. Like other posters have said, I was never able talk to a human when calling. Never again Sears. And don't give me your number or Facebook page. I'm a patient person and gave you ample time to correct but you deserve no stars.