1000 Highway 6 Ste 1200 Reviews

The store is no longer there

Raymond was great, cost of repair was ridiculous!!

Had I known how difficult it would be to contact a live real person, I would never have contacted Sears appliance repair. I contacted Sears repair last Friday and scheduled an appointment for Monday between 1:00 and 5:00. On Sunday evening I received a text message from someone named Richard who started asking me for information and said that they wanted to make sure that they had the right part. Very quickly I figured that I was talking to and AI bot, and not a live person. Every question they asked me I had already answered at least once if not twice. They claimed they wanted to have the right part when they showed up for the repair. Here. I am, silly Old me, thinking that on Monday they would show up with a part and do the repair! On Monday someone showed up, of course with no part. They showed up over 2 hours late from my scheduled appointment time. In 30 seconds they told me what the issue was and that they needed to order a part and would have it shipped to me. I scheduled the installation for Friday between 1:00 and 5:00. The part arrived in a couple of days and on Friday morning they sent an email telling me I had to reschedule the appointment. I made the appointment several days in advance yet I still had to reschedule? I rescheduled the appointment for Saturday. I have another 1:00 to 5:00 p.m. appointment time and on their website it says they will be here between 1:00 and 2:00. It is now 3:30 p.m. and the technician is still two stops away. Their system never updates so you never know exactly when they're going to show up! And, it's not the technician's fault, it's obvious Sears is woefully understaffed and overbooks them. Sears just cannot give customers a realistic time of arrival because their system is awful, can't even update from one appointment to the next! Every time I have tried to call I have only been able to get to what menus they want me to get to and never to a live person. They only have a horrible automated system and an AI bot. I take that back, the other day, after calling about 10 times I somehow reached a live person. She gave me a number to call back on for a live person and there is no live person available, only an AI bot named Samantha. I hoped to get better customer service which is why when tech who showed up to give me a quote told me it was going to be over $500 for a $79 part, I thought it was outrageous but I was willing to pay it if they would do it quickly. I just got a call and the technician says he is on the way but he doesn't even know that I have the part. That's how bad their system is. The part was ordered and I've had it for at least 3 days because they sent it to me, and Sears doesn't even know that I have it! The technician, Troy, showed up and was super pleasant and did a great job with the repair! I will give him five stars, 10 if I could!! Sears, you need to have more technicians like this young man. He is polite and professional and efficient. To Sears, actual rating should be 3.5 stars, but I can only give you 3 or 4 stars You don't have adequate staffing so your technicians are always going to be running late and having customers waiting beyond the time frame you promised them. You have inadequate customer service, and a terrible support system for customers. Sears' pricing is pretty outrageous. As I was waiting and not being able to reach a live customer service person, I got a quote for about half the amount from another repair service. Be advised, it seems Sears is going to charge you a $400+ service fee for any part they install, whether it's a $5 part and takes 5 minutes or a $79 part that takes 15 to 30 minutes. To Sears, you need to fix your system and your pricing!

Great service men both times but the only thing I would improve would be the time to arrive

The repair was done well. The only complaint I have is that it was over priced.

I was very pleased with the response time and the professionalism of the technician, Mark C. I am disappointed, however that a company with the longevity of Sears Roebuck does not honor military service by providing even a small discount. Times are tough with high inflation and appliance breakdowns are never a pleasant surprise. Thank you.

The repair person was on time and appeared to be very thorough. I told him the washer retained water in the small soap container. This problem has gone from once in a while to every time. He told me if it continued to call repair. Is this what I should do?