2800 N Germantown Parkway Reviews

The service technician was very good. I took off two stars because the repair took three weeks. The Sears "AI" text service was about as stupid as any app I have ever used. It kept sending me requests to enter "1" to confirm appointments, but ignored the "1" I sent. This happened multiple times. Then it sent me an option to reschedule the repair appointment (after the part arrived), but, once again, ignored all possible responses. Oh, and it offered me the option to reschedule without any explanation as to how to do the reschedule. Finally, there was no other contact information provided, so I couldn't call to get an earlier repair. IMO, Sears, as a company, is only a shadow of it's former self. THE TECHNICIANS ARE STILL GREAT, but the company really isn't up to the task.

The service person that did the repair on our washer was professional and friendly he knew right away what the issues were and he repaired them. The issue I had is the customer service person I spoke with she said that the technician would be able to clean out the dryer vent, she lied. The technician said they didn’t do that service at all. The customer service representative was difficult to communicate with as she didn’t speak English very well and had a thick accent that was difficult at best to understand.

Update: my dishwasher is finally fixed. They did the technician wrong by setting it up as a first time eval and he walked into a huge job. He said he would have to reschedule and after hearing our sob story he stayed and my husband and I helped be his second tech. Helping with minor things leaving him to the expert things. He stayed out of the kindness of his heart and Benny aka Doc is the BEST he gets 10 stars. He did a 2 person job by himself. The company doesn't take notes or set things up correctly. They fail to communicate properly but their employees are amazing. I have no issue out of the techs. Only with the scheduling system. Horrible communication. Using these guys due to my home warranty. It's not the techs fault at all. When they come they're amazing. It's the communication of the company to the customer and to my home warranty. I've missed 3 days of work due to no call no shows. They schedule an appointment and never call or come. I've been dealing with them for a month. The tech comes out to repair and finds additional damage. Tells us that we will get a call about next steps. We didn't. They scheduled an appointment for a day where my husband was working. They didn't show up which was great because no one was going to be there. I reschedule for this past Friday and they didn't show up. I can't get through to speak to a single person and I feel like they do it on purpose. I have to get my home warranty to call them for answers. I finally had to get the supervisor of my home warranty to do a full investigations because this is going on for an entire month now. I would never use these people if I had to spend my actual money other than home warranty claims.

It took quite a while with 3 appointments to complete the repair process but it’s finally done. The repair guy(s) were pleasant and knowledgeable.

First of all, George, the guy who did the actual work was great. he was quick to diagnose the problem, had the part with him to replace it quickly, tested it to make sure it was working again, and put it all back together. He was efficient, courteous, and professional. In all, he spent a little over an hour to get it all done. BUT, the pricing from Sears seemed to be pretty high. The total price was $400. The part itself was $80, probably about double the normal retail price. The price for labor then was $320. That seems outrageous. The scheduling from Sears seems to be a little off too. The schedule they gave us for the original appointment was from 8 to 5 on Monday. On Monday the text said it would be at 1 PM. Then during the day it kept rescheduling it later until it set it at just after 5PM. We were going out that evening so I went to the site to reschedule it. I dealt with a chatbot. (There is no phone number to contact.) We rescheduled for Wednesday, and I agreed with the Chatbot for a time between 8 and noon on Wednesday. Minutes later the confirming email from Sears came. It said it was scheduled from 7AM to 6PM on Wednesday. I'm not sure who would have done the work after 5 PM as I asked George and he only works to 5 PM. George actually showed up at around 1:30PM. One good point perhaps, when I set up the appointment, the chatbot asked enough questions about the problem that it could probably deduce the part needed and make sure George had it. Conclusion: Good work at a very high price.

A 11 hr time window is ridiculous. I was pretty much limited to my home waiting.