2011 N Roan St Reviews

Talking with American Home Shield about the service needed was extremely difficult. I had lots of problems. Plus I hate the automotive service to get connected with someone to talk to.

The technician was great, but the experience with Sears was terrible! The AI dealings were awful! I was rescheduled 4 times, with AI stating that the part wasn't shipped when it was sitting in my kitchen all the time!!! There is no way to speak to a person, only AI..... the customer service with Sears is the worst I've ever had!!! Very disappointed!!!

Jim came out looked at his phone for 10 minutes and said it would cost over $700 to fix the microwave. Then I paid $249 for something I already knew. It’s broken. Won’t be calling Sears again.

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.

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