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12000 Fair Oaks Mall Reviews
Read reviews from customers who used our services at 12000 Fair Oaks Mall
Total reviews
427
Average Rating
4.5/5
Average Experience
The original appointment window was 8am to 5pm. There was no call the day of the appointment to narrow the appointment window as the company promised. Technician did call 15 min before arrival to tell me he was coming (After I reached out to the company about status around 3pm). Technician, was on his phone the whole time and the call did not appear to be related to the repair. Made me wonder if he was fully paying attention to what he was doing. Which also made me ask about warranties on his service and parts. He wasn't sure if there was a warranty on the parts and he said there was no warranty on the labor. (Other companies I've used for appliance repairs guarantee their work). Eventually he indicated that there may be a 3 month warranty on the part but no warranty paperwork was provided. He could not fully address my questions on how future service would be handled as Sears is reported to be going out of business this year. Will probably not use Sears for repairs again. Giving the technician 3 stars because he was friendly and was able to fix the oven the same day.
Felicia G,
Fairfax, VADishwasher Repair
Ahmed did a great job fixing the issue. He tested it a couple of times for me to demonstrate that it had been fixed. Unfortunately, the dishwasher door will now not open all of the way, so he will need to return to 1fix this.
Christopher M,
Centreville, VAEffective, courteous but insensitive
Jawid, himself, was effective and courteous but the overall service was insensitive. I was advised well before that I could expect the service person to arrive between 7AM and 6PM on the given day. I realize it would be very difficult before the day for service to more closely determine the actual time. However, once the service person's schedule is set for the given day, whether the evening before or the morning for service, someone should be able to better determine the actual time. If I was assigned to be his last service call, certainly someone should have been able to predict that he would not arrive earlier than 3 hours earlier than the last service call and notified me accordingly, so that I could have made better use of my time in the morning and early afternoon. Even if I would stay home, I would endeavored to work on a task that I knew would not have been interrupted by the call. Or even arranged to make dinner in a timely manner.
Larry C,
Clifton, VARefrigerator
He was a day late and destroyed two days since window 7 - 6 is extreme. Also, no cleaning. I'm past cleaned under and behind. Poor preventive maintenance
Noel C,
Fairfax, VAHe was nice, but,
He did not fix dishwasher. I am still having to do dishes by hand
Michael G,
Vienna, VAWasher still not working right.
Clothes still shopping at end of wash cycle. Have to run through drain spin once or twice till they're wrung out.
Patricia R,
Fairfax, VAWashing machine parts to be installed
The Sears installation gent came at notified time but advised I needed a plumber first. He provided a business card for a recommendation and said Sears would have to come back to install the washing machine after the plumber came and installed other parts. I called that number and he is coming this afternoon. Then I have to call Sears back and make another appointment but they already sent me a bill which I assume I have to call them to clarify.
Claire H,
Reston, VACustomer service response - We value your time and interest in providing a rating for your most recent Sears service. We apologize for the unpleasant experience you had with our services. Your experience will be shared with our service team, and we value all input from our members.
Sears Home Services on 1767749013369
Service was incomplete
Jawid was kind however we discovered after he left that the panel on the refrigerator was still not working.
Pablo F,
Centreville, VACustomer service response - Dear Pablo thank you for taking the time to rate your most recent service with Sears. We are sorry to hear you did not have the service experience expected. We appreciate any and all feedback from our members and will share your experience with our Service team.
Sears Home Services on 1699924758497
Terrible appointment experience
The first refrigerator repair appointment was rescheduled due to a delay in parts shipment. We were given 7am-6pm window for the new date, for which one person had to stay home all day. Ramin G. arrived at our property without sending us an update, knocked on the door (without ringing the doorbell) in a way he person upstairs did not hear, the left after sending a text to call the number on the voicemail which he never left, around 1130. By the time I saw the text, he had moved in to another assignment, but the Sears service team kept promising that he would return the same day, when I had called at 1220, 330 and 430, spending 30-40 mins on each call, with another person staying at the property and unable to leave, in case he returned. He ended up no-showing for the day. He returned for the rescheduled visit 5 days later. I had to call Sears twice to confirm that he was coming, and there still was no "I'm on my way with this ETA" notice, just a generic "Your Sears appointment is today," the same text I received the day two working adults had a full work day derailed by this technician's irresponsible lack of communication and effort to make the appointment, and Sears service center and the dispatch team who made apologies but had instituted no effective measures to ensure that the repair took place in the scheduled day. If Sears does not reach out to outline a solution for this issue after reading this feedback, I will proceed with submitting a formal complaint.
Jiyeon S,
Herndon, VACustomer service response - We apologize for the difficulties your recent service has caused. We appreciate any and all feedback from our members and will share your experience with our Service team.
Sears Home Services on 1696973783149
Kenmore Fridge tripping GFCI.
I'm frustrated with the service we received. The issue we had is the Kenmore Fridge in the garage was tripping a GFCI outlet in the basement (after previously working for about 1.5 years). I had tested the fridge by running an extension cord to a different, newer, GFCI outlet in the kitchen, and it also tripped immediately when the outdoor fridge was plugged into it. This info was given to the technician, but he tested the outdoor fridge by running a regular extension cord to a different, non-GFCI protected outlet and said the fridge was fine, and that we needed to replace our outlet or fix power panel. This was not a valid test because we need the fridge to work on a GFCI outlet. It is in the garage and code requires garage outlets to be GFCI protected. So, now I am going to run some additional tests, including running a GFCI protected extension cord to the outlet the technician used. If this trips the GFCI cord, I will have no choice but to get a new fridge for the garage because we need a fridge that works on GFCI.
Andrew M,
Herndon, VACustomer service response - We are sorry to hear that you did not have a positive experience with Sears. If you would like us to look into your situation further, please email us at [email protected] with your name, address, and phone number associated with your account. Thank you.
Sears Home Services on 1694822600011