10101 Brook Rd Reviews

Zero stars would be too high. No work done. Not qualified to work on our appliance.

I give the serviceman five stars, but the labor charges deserve one star, or less. Repairman was only here for 20 minutes, and the resultant labor charge was $377 - I'd like to know the justification for such a high fee for less than 30 minutes of work. Yes, I'm sure part of it accounts for travel, but still.....really? Next time, I'll find a company with more reasonable fees to repair my appliances. The "owner" asked that I reach out via their facebook page, and after an initial reply, they have ignored my request for a partial refund - there is no justification for an hourly labor fee exceeding $754!!!

Technician did not show up and closed my request.. very bad experience and zero rating

No one has showed. Unsure of why I’m getting this message that he has arrived over 30 minutes ago.

The technician came out used a tester to test my battery and charged me $209 .00. Did not even try to see if my lawnmower would run. Very disappointed in Sears

We called Saturday around noon and scheduled for same day service. We were given a 4 hour time window. As the hours kept passing we kept calling and confirming our appointment. The 6th time we called which was after our given time window and 4 confirmations that they would indeed be coming, they told us they never actually notified a technician of the appointment. We could have called someone else had they not been confirming the appointment. We had to leave the next day for 7 days and the fridge was leaking water. As an owner of a service company myself, this is unacceptable.

IT IS A LONG REVIEW BUT PLEASE READ IF YOU DONT WANT WHAT HAPPENED TO ME HAPPEN TO YOU!! I am convinced that everyone who gave 5 stars here are not real reviews. We have been rescheduled multiple times to get our refrigerator fixed. They came the first time we booked a diagnostic appointment. Checked the appliance, ordered some parts, took half the payment and rescheduled for a week later to come and actually fix it once the parts have been delivered. A week later when it was actually time for them to come, there was no communication no update and no one came till the end of the day. When we called sears, they said that their systems are still showing ‘awaiting parts’ that’s why no technician was assigned. This was an error on their side because all the parts have been delivered and sitting in my house for 2 days waiting for them to come and fix. So anyway they updated that information and rescheduled for another time. The same thing happened this time. There was no communication no update or anything about when the technician will arrive. Usually they send out text updates with estimated times on the day of the service but none of that was happening for us. So on this day we called sears again and told them what was happening but none of them had any idea how to fix it. I called 4 times in one day each time with wait times of more than 45 minutes and no one cared. All they could do was escalate to dispatch team and assure us that some one will give us a call but nothing happened. When I requested them to connect me to someone in charge who can help me they said everyone was working offline and they cannot connect me. So basically the people in charge who can actually help are all sitting somewhere and they let others sit on the front line who don’t know what they are doing. All they kept telling me was that I still had time left in my window and I should wait until that time is done and give them a call back. Well guess what! the time is up and no one came and my appliance is still broken. If I call them back all they will do now is reschedule and I am sure they will screw up again. I no longer trust that they will come. While all this was going on, I tried to schedule another appointment with different phone number so that when the person came down I could actually explain what was happening and get it fixed. At least I would get the chance to talk to the person face to face. I thought I was lucky to get the appointment on the same day but turns out I wasn’t as lucky as I thought. When I booked the appointment it was around 2pm and on the confirmation page it was showing the estimated time for the technician to come as 11:22 -11:57. That’s how much of a crappy system they are running. I am attaching a screenshot of my appointment. You can see that even at the EOD the timings have not updated. But still I kept waiting for someone to come until the end of the day but no one came. We had 2 appointments and not a single progress on either of them. At this point I am hating myself for not getting a new appliance. Now I am just hoping to somehow get my money back and be done with them forever. I really appreciate whoever took the time to read this and I hope it will help you to reconsider your options. This last statement is directly to sears. “You people are in the business of customer service and you are doing an alarmingly bad job. I know all you will do now that too if you actually care is to reply to this review saying you are very sorry for my experience but don’t bother. It will not mean anything to me”

Furious! Waited a week for a technician to show up. They sent a text saying they missed with me a picture of my front door. The text said to call back the number that left a voicemail. Did not get a voicemail. Have no way of talking to a real person on the main line. Very inconvenient.