5901 Duke St Reviews

why did Solomon close the work order again, last time the part didn't come in, this time he states estimate refused

My experience with Sears Home Protection/Warranty continues to be absolutely HORRIBLE. I am seriously contemplating how to obtain a refund for the service fees I have been consistently paying every month. I have had one service request since enrolling in the program, and Sears has utterly failed to provide what would be expected as a minimum level of customer service. About 3 weeks after opening the request, I am no where close to even understanding the problem. Absolutely horrible.

Appreciate all your help It taken very long time (about 6 months) and many trips by Sears to complete the repairs. We had alot of inconvenience without a working refrigerator

Extremely poor customer service; plus, Sears Master warranty is not being honored, as of 11 July 2024. Requested a Sears air conditions technician come to check out our inoperative air conditioner. Five days have passed and not one Sears service technician has come to the house even after Sears scheduling representatives have given us a date 5 different times. Sears warranty services are broken and there’s no accountability or enforcement by any one in Sears leadership chain. Sincerely recommend Sears leadership give serious attention to their business. We have been a customer of Sears for nearly 50 years and the lack of service we are witnessing today is deplorable—surely not what the founders have in mind when they built and opened for business. Please pass on this response to Sears highest leadership. Reach back if you wish to discuss further. Thanks.

DONT SHOP HERE: Please stay away from buying Sears products and just take your business elsewhere. They like to scam people because I bought the protection plan when I bought my refrigerator. I have been experiencing this issue for over 3 years now, and this year my refrigerator stopped working, so the tech guy said he needs to order parts to fix this issue in May. It's July, and no one can tell me when the parts will arrive. After speaking to 6-7 customer representatives over 2 months, it looks like they like to make their own rules. Till this day, the parts are nowhere to be found, the customer rep can't get hold of the parts department, I have had a case open since June, and everyone keeps telling me to call back after 5 business days. They claim they have been escalating the issue for months now and finally got me to the point where I had to reach out to BBB. I spoke to Eze, Chris, Ernest Martinaz, Rose, and many more customer reps who were telling me lies. Eze told me that if the parts don't come on time, I can get a replacement, and if they can't locate the parts, I also qualify for replacement, but others are saying the parts department confirms that. BUT NO ONE CAN GET AN UPDATE FROM THE PARTS DEPARTMENT, SO HOW DOES THE PROTECTION PLAN WORK? I just need my money back from the protection plan and also need reimbursement for all the food that went back. Also, I think I should get credit for buying food from outside since I can't store anything for over 2 months more. I also need someone to get me the number of the parts department because clearly they arent doing their job. I wish no one else shop from here because trust me for last 2 years, I delt with rude techs, broken refrigerator, rude customer service, people lying to me every week, and no one records the calls so you have to record it yourself for documentation.

I provided the details to a technician over the phone before my scheduled appointment. I feel like SEARS could’ve researched the part to tell it was discontinued over the phone instead of sending the service tech out to charge me $250.

Very disappointing. The tech Hai called asking various questions and raising his voice which was very unprofessional. Sat outside of my residence for some time only to come in take a picture of the AC unit. He spent more time asking for payment than he did trying to assist with the problem.

Failed to fix the dishwasher and did not know what happened next.

4 different repair technicians were sent on 4 different occasions to resolve the same issue, which meant 4 different days of my time were consumed with technicians who partially completed the resolution. Unfortunately, I will have to consume another day for an expected visit. When each technician advised me to contact them directly none responded to my text requesting further assistance. As the customer, I felt my concerns were minimized and overlooked. It was exhausting having to explain the same problem over and over to 4 different technicians as though there was no inter-communications of the customer's issues, other than replace the part the previous technician ordered. My issues started with a defrosting issue, which the first technician diagnosed with mainly a visual inspection and ordered parts. A visit from a different second technician installed that part and they knowingly departed with an audible alarm beeping and ice machine not making ice. I was told don't worry about it it will return to normal function. After several days that did not happen and though the 2nd technician did not respond to any of my follow-up texts, the home warranty provided a 3rd technician whom ordered yet another part that the 2nd technician should have diagnosed because he put Vaseline around the same seals the 3rd technician diagnosed as needing replacement, which according to the 3rd technician was the reason why the beeping continued and the ice maker stopped making ice. The 4th technician visited to install the seal and yet again the beeping continued and ice maker was not making ice and I was told to give it time again. A couple days later, still no ice and when I texted the 4th technician, yet again no response. Technician #5 Madjid was excellent and identified the alarm issue, ordered the parts, installed the parts and the open door alarm is resolved and ice machine is working. This has been an unpleasant experience and I would not choose to use the services of this company again.