21000 Dulles Town Circle Reviews

Worst technician ever. Nasty attitude don’t know how to talk to customer , Broke my HVAC, company need to fire this guy. .

The techs servicing are usually good. The Sears communication and keeping service appts are Horrible and get a minus 10! With an appointment for a window Mon. 8am-12pm kept shifting throughout the day even when I call & request for an update1:45, then 3:15 then finally 5:45-7:15pm which had to be rescheduled bc I would not be home 11 hours later to accommodate them! A phone call from a Dispatch person promised an appointment on Wed as the tech's 1st call! The tech didn't show until 4:40pm.... And Sears does not compensate for failing to show up for an appointment that you have to take off work for! AWFUL Customer Service!

The service is not completed yet. It was originally scheduled 8/20/24 1PM to 5PM. No tech arrived or communication. The reached out to the service center to schedule on 8/21/24 between 1PM and 5PM. Tech came at 5:33PM. Property occupant went for another appt that he can't miss again.

I have had four technicians come to my house over a period of one month. The initial problem related to the replacement of a soap dispenser. Then, a new issue arose: E-15 error message. This was (it turns out erroneously) diagnosed as a leak into the drain pan. A bevy of parts were ordered. The last two technicians informed me that most of these parts were unnecessary. They showed me that the water issue was due to the faulty installation of the new soap dispenser assembly in the door. UNBELIEVABLE! The process for scheduling and managing appointments is horrible. First, the system is entirely automated ... it is impossible to speak to live individuals other than the technicians. I wanted to change the date and time of my appointment. Following the on-line steps, I selected a new date and time, but was informed that the appointment could not be confirmed on-line. I was directed to contact Sears via phone. Following these instructions led me to a message directing me to make the change on-line! The owner, Transform SR Brands is clearly relying upon automated systems as a means of reducing staff ... the result is that there is literally zero customer service! Based upon a previously review, I did receive an email from the company claiming a sincere interest in hearing my feedback. Rather than providing me with the name of a real person and a contact phone number, I was directed to provide additional comments via Facebook. I AM NOT A FACEBOOK USER! Another example of the absence of commitment to quality customer service As with many service companies, Sears provided a four hour window for the technician(s) to arrive. Sears failed miserably in fulfilling their own commitment. For my last appointment on August 31st, the arrival time was set between 7 am and 11 am. Technicians did not arrive until after 5 pm! This is not acceptable! I have terminated my Sears Protect warranty plan. I will never use Sears Appliance Repair Services again. MY RECOMMENDATION IS TO WORK WITH VENDORS OTHER THAN SEARS, TRANSFORM SR BRANDS MAY HAVE PURCHASED THE SEARS NAME, BUT THEY CLEARLY HAVE ZERO COMMITMENT TO SERVICE EXCELLENCE WHICH SEARS USED TO REPRESENT.

Under no circumstances would I ever consider SEARS appliance repair again. I had a broken washing machine and garage refrigerator. I spent 200 dollars in claim fees to have both repaired. The technician was unable to correctly fix my refrigerator and it is still currently being held closed by a piece of tape. He recommended a clamp. That entire unit will need to be replaced. They sent technicians 3 times to fix the washing machine. Long story short after many late evening visits, I had to purchase a brand new washing machine from Lowe’s myself and have the old hauled away. This entire ordeal between both appliances included at least 3 completely missed appointments they flaked on. Each time they did arrive they arrive at least 2-3 hours late outside of their appointment window. The first time they show up they never fix the appliances, they only take pictures and order parts even though I took all the steps to upload the model and serial numbers of my appliances on their portal. Not only are they unable to fix the appliances and show up on time for appointments, I had one of the worst customer service experiences of my life. I probably called and emailed the numbers given to me over 10 times and after many hours on hold, I finally spoke to a representative. I asked they look into refunding my deductibles since my appliances were ruined. Instead, overnight, they cancelled my plan and charged me 422 dollars. They refused to respond to any emails or inquiries after that and only told me they never do refunds. I even disputed the charge with my bank and they certainly responded to that. My dispute was that they cancelled my plan without my permission and consent which billed me 422 dollars. They took plenty of time uploading all of my contract documents and receipts to dispute my claim against my bank but never displayed any proof of me asking for or permitting the cancellation of my plan. Run for the hills and never sign up for their home appliance warranty. Complete and utter incompetence and the worst customer service. Update: I tried contacting Sears to come to a “resolution” as they suggested in their comment and as expected, this was a waste of time. Just forwarded to the never ending automated call options, hold, then talked to a call center I could barely hear where they said they have no power to do anything. Possibly the worst home warranty or appliance repair company out there. Does not deserve the 1 star that I was forced to give. Also just know, Sears subcontracts their repair company to third party and all of these technicians are wildly incompetent. Read the reviews below just as I did and you will see the same experiences with horrible scheduling, missed appointments, and inability to actually repair anything. Just a reminder that after all this, Sears illegally cancelled my account without permission and charged me 422 dollars.

Fraudulent diagnosis of problem with Refrigerator . Technician requested additional payments for parts which were not needed. Other company found then the way to fix Refrigerator was to reset it

I have provided all the information with photo 1 day before. But just they came my home and said it's not covered your insurance and asked me to pay my deductible. Just to hear as it's not covered by insurance I have paid $65. They should have told this which I sent the picture of the issue.

I had a scheduled appointment today, their website provides inaccurate information all they long from saying that the tech would be at my house before 9am when my window of time was 1pm-5pm and then the ETA would keep saying like 30 minutes from the current time while still 5 stops away, the website said that the technician was two stops away so I left work to make sure I had enough time and then the technician rings my door bell, i received NO CALL, TEXT MESSAGE or EMAIL THAT THE TECHNICIAN WAS ON HIS WAY, all other service companies, delivery furniture, etc have this option and the technician from Sears made no other attempt other then ring my door bell ONCE, I try talking to this person but they don’t hear me or they ignored me on my door bell, I’m like 3 minutes away, I pulled up around the corner, I was able to signal him and got him to stop so I could talk to him, he told me that he had already closed the appointment and that I need it rescheduled, I asked to please come back and he just drove away. I’m left with calling their 1-800 number but they said that they needed to transfer me to someone else, then I got disconnected by an automated service because the system couldn’t recognize the number. I wouldn’t recommend them for anything, they clearly don’t care about customer service and their website doesn’t provide accurate service.