25704 Northwest Freeway Ste A Reviews

Awful experience. We had a no-show tech and were double billed for labor charges. I put in a request for service and the tech showed up the next day. He told us our compressor was out and the fridge was not under warranty. The bill for parts and labor came to $1316.99. I made payment, in full, that day and the parts were ordered. They came in a couple days later but the tech didn't get us on the schedule for repairs until July 14th. On the morning of 7/14, I got a notification that the tech was on his way, as scheduled. At about 1PM, the tech called and said he didn't have the necessary tools on his truck, despite our appt being on the schedule for TWO WKS. He said he needed to reschedule for the next day, but I told him we were not available then and I requested a call from customer service. I got a call about 30 mins later and explained the dilemma to the cust srv agent. She said she'd contact the tech's supervisor to see if he could arrange service on Monday, as scheduled. We hung up and I never heard from her or any technicians again that day. On Tueday, I tried to reach someone but the Sears AI phone system will not route to a live human UNDER ANY CIRCUMSTANCES. After trying multiple times, my appt somehow got canceled. Once it showed up as canceled, I had to start over with a new request for service. On Tuesday, July 15th, nobody had ever reached out about the missed service date on July 14th, despite my having been already charged, IN FULL, for parts and labor on July 1st. Out of desperation I tried to call the number of tech who bailed on Monday's service call. He didn't answer. I left a message but nobody called me. I then went back to to the AI phone assistant who was unable to schedule a new appt due to "system error" so I went to the online chat assistant. I explained my issue to the online chat bot which transferred me to ANOTHER bot. I was finally able to schedule an appointment for Wed, July 16th but the bot didn't understand that this was a service call to replace a service call from July 14th in which the tech cancelled on us. So the bot proceeded to explain charges for diagnostic fees, etc, even though I had already paid everything in full. Today, July 16th, a tech called to inquire what the problem was since we "had just had service and the ticket was closed." I explained that we HAD NOT HAD SERVICE and that we were still waiting for someone to install the parts in our broken fridge. He then explained that he needed to contact his scheduling dept because this service call would require more time than Sears had allocated for what he thought was just going to be a diagnostic call. He finally showed up 30 minutes later and repaired our broken fridge. As he was leaving, he explained that everything was done and I signed his tablet to accept delivery of the completed service call. Unfortunately, it appears that Sears has charged me A SECOND TIME for labor. So, now I've paid almost $1800 and waited over two wks for our repair. I have been trying for hours to speak to someone about the billing error and AGAIN it is impossible to get a human on the phone. I guess I'll have to go to my credit card company and see if they can assist. I have spent countless hours trying to sort out this one small job...something that I believe could've been handled in a few minutes if I could just soeak to a human being. This is some of the worst customer service I have ever had the displeasure of experiencing. Unacceptable! I WILL NEVER DO BUSINESS WITH SEARS AGAIN!!

Mark, my technician, did a great job. The AI assistant that I dealt with earlier in the week is another story. Not being able to talk to a human is unacceptable.

I could not find his place.... It does not physically exist.... Tried calling but you have to speak with an AI assistant and make an appointment for service....

The technician didn’t check but the temperature in my frig and freezer and said it was good, but a few days later it’s doing the same thing as before. The problem is not resolved! The first thing he ask for was the service fee. I described what the refrigerator was doing, but he never checked anything else after checking the temperature. I need Sears to come back out with a different technician!

Your techs have been out THREE times and our fridge stopped working — again!!!! What is wrong with you people???? Another tech is coming out tomorrow. I am sick of this!!!!!

Roman the technician was great but Sears sucks because you don’t stock many parts anymore. It’s a shame you want to force us to buy a new oven because of a clock switch. It’s a Kenmore Pro that we spent a lot of money for. I’ll have to settle with the clock continuously displaying the wrong time. No wonder your business is going down and your stores are closing. After over 50 years of Sears Kenmore products I’m done.

Your tech did not complete the work correctly and refused to wait to verify the washer was working correctly, and now no one wants to answer the phone to make it right

Never showed up

I have request today off to be at home and wait for tech from sears to tell me that he can not fix because it needs an approval never mind sears I am thinking to cancel this service

One of the worst experiences I've had. I opened a complaint mentioning that I was having overcooling/freezing problems, as all my fruits and liquid contents are frozen on the right side of my refrigerator. He came and he said that he does not "see" any freezing, so he cannot fix the problem!! I had to pay him just to drive up to my house and pretend to spend 30 minutes on diagnosing the problem. All he did during that time was step putside the house and talk on the phone.