2011 N Roan St Reviews

This review has nothing to do With the technician. He was great. It has to do with scheduling and part orders. It seems that the left hand doesn’t know what the right is doing. The part was ordered. 2 weeks later, no part had to cancel appt, they said they couldn’t get part, contact my warranty company. Warranty company found the part sent it to Sears, they ordered the part. No ETA, 3 weeks in. Sears says they cannot escalate my ticket. I was already 21 days in. Because it was a different order, it would be 21 days from the time they placed the 2nd order to be escalated. Next appt time comes. I cancelled as I had no part. They sent the technician anyway, luckily he had the part I needed on his truck. There logistics and ordering dept were horrible. Without a fridge for a month and a half! Grady the technician was great, I suspect had they talked to him sooner, this could have been avoided. VERY DISAPPOINTED in Sears!

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.

The repair person - not an issue! The amount just for the part was inflated almost 3 times the cost of the part and then the service was so expensive. I can deny it and fix it myself instead of paying for the service, but there are some people that don’t think they have a choice and end up using this service…and that’s what sad. $152 to diagnose….please shop around!!

I will never use this company againI My sister in law had a refrigerator issue that needed a fan motor for the compressor. They charged $230 for the part. My sister in law paid that along with the labor (total of over $650!!) before they would order the part. The part was delivered via Amazon Prime to my house. I saw the part number and looked it up and it was less than $25!!!!!! That's because it was not an OEM part from Whirlpool but a Chinese part (i believe). That is a BIG TIME rip off in my book. Better to go with a locally owned company where their reputation means something.

This man called at 4:35 to see if the parts had arrived. He was to make the repair between 8:00 and 5:00 and he calls at 4:35? If he was concerned that the part had not arrived, why didn't he call at 8:00 and I wouldn't have had to wait ALL day for him to arrive. Terrible service. I cancelled the policy due to his unprofessional service.

This review is not a reflection on our technician. He was prompt, courteous and knowledgeable. I gave Sears Home Services 1 star because they cancelled our December 11,2024 appointment ,without any reason or explanation, and rescheduled it for today, January 3rd,2025 . The technician showed up, I explained the symptoms, and he explained that he has no parts to repair my washer, that they will have to be ordered. My appointment has now been rescheduled to January 17. Why couldn't the people in the office reach out to me, and ask me what the symptoms are? I would have told them, the parts would have been on the truck and my washer fixed. Sears had an opportunity to make a satisfied customer and turn what was what already a sour situation completely around. Instead, I am giving Sears 1 star. If I could give it Zero stars, I would. Sincerely Robert A. Pugliese (Update) Our technician showed up for our appointment on January3. He ordered the parts, the drain pump, and the main control. So far, as of this date, January 12, only one part has come in. Now, it's back to the Laundromat tomorrow and spend another $20.00 in quarters. This really sucks. And Sears, you can keep your computer generated response and telling me how sorry you are. If Sears really cared, they would issue a recall on these washers. They are defective, and the drain pump issue is a reoccurring issue on all these newer GE top loading washers. Robert Pugliese

Washed 2 medium size loads and washer is leaking again! Filled the entire pan. How many times does it take to fix a washer???

Be very afraid of this company! We paid $605.39 for parts and labor to fix our washer. Parts never arrived and no one ever came back. Finally fixed it myself after 6 weeks. NOW THEY REFUSE TO REFUND OUR MONEY!! We cannot speak with a human and website is useless. Be afraid Be very afraid!!! Crooks and thieves!! ZERO STARS!!

This was supposed to be scheduled as a recall and wasn't. Need to reschedule.....again. ugh.