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12000 Fair Oaks Mall Reviews
Read reviews from customers who used our services at 12000 Fair Oaks Mall
Total reviews
431
Average Rating
4.5/5
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
Fair review
The technician was nice but when I asked questions he told me that I asked so many questions. He said my unit was very old and he recommended I get a new one from Sears at a 30% discount. However, when I spoke with a Sears agent, he told me he knew nothing about the 30% discount and he told me to check with Sears. I did and everyone at Sears told me that Sears does not give a 30% discount. So I bought a new unit it from a different company ... at a better price, a lower interest rate and it was installed in three days.
Carmelita J,
Herndon, VACustomer service response - We apologize for the difficulties your recent service has caused. We would like the opportunity to look into this to see how we can better assist. Please email us at [email protected]. We look forward to hearing from you.
Sears Home Services on 1693864917957
Do Not Send Mohammad to our house again
Mohammad came twice. He was condescending toward my wife and arrogant over all, declared the part and diagnosis ( by a previous technician) was wrong before arriving at our house. He insisted nothing was wrong with the machine until pressed and reluctantly agreed to the original diagnosis. He wanted the defective part back and argued when reminded he had taken it with him last visit. The statement of cost included the part price on the returned, defective part as well as the one installed, with no indication of the defect or cancelled cost. He left the broken part for us to dispose of. While our machine is now repaired after 3 technician visits, our interaction with Mohammad was entirely unpleasant and disturbing.
James M,
Fairfax, VACustomer service response - Hi James , Thank you for taking the time to provide us with your rating and review. We are sorry to hear you have not had a good experience with us. If you would please message us with the name, address, and phone number that is associated with this issue please email us at [email protected] and we will be able to see how we can help out. Please reference this review in your message, thank you.
Sears Home Services on 1693070807589
Not the usual service
There were two men. One was quite rude. They were not friendly and left a mess. Trash boxes were left on the washer and there was water all over my laundry sink counter. They spoke to one another is a language other than English and didn't talk to me.
Leigh B,
Vienna, VACustomer service response - 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 1691531385598
4th repaireperson
I was not present at the repair, my tenant was present and I was on the phone with technician. Hanif walked into a situation the 3 pervious people tried to repair, he was not provided any information about the 3 previous diagnosis!! He did what he could to reassure that the refrigerator was now properly working and at the necessary temps. He was abrupt and short with myself and my tenant too!!!
Judy H,
Fairfax, VACustomer service response - 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 1691014536506
Terrible and a liar
He clicked my door bell and stood maybe 10 seconds and then left. On the report he claims he called. Thankful I have cameras and my phone log to show he lied on the report for both. I would not use him
Mohamed Z,
Oakton, 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 1782174937643
incorrect Diagnosis, Avoided Costly Replacement
I had an HVAC inspection with Sears Home Services with Hai T and the technician informed me that my entire system had failed and needed a full replacement, which would have been a very costly decision.Also the technician left open my furnace door before he leaves. To be safe, I sought a second opinion from another technician. They diagnosed the issue as a faulty circuit board, replaced it, and the system is now working properly. This experience was concerning because the initial diagnosis could have led to an unnecessary full system replacement. I was recommend getting a second opinion before making major decisions based on this service.
Ramamohanar T,
Herndon, 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 1775512267642
AC work
The technician showed up with no fuses and refused to go get some. He said that we need to contact Choice Warranty again. This is the second technician that shows up with no fuses. Service is very unprofessional.
Yaseen K,
Vienna, 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 1774562695258