11500 Midlothian Turnpike Reviews

Tech didn't wait to run a cycle now machine runs constantly and doesn't shut off.. 2 week wait and still no washer

I would give 0 stars if possible. Same problem as many others have reported. My appointment was confirmed and no call/no show. When I called I learned through the automated system the appointment was moved out a week. Sears never bothered to notify us of this. I was able to get a human on the phone by going through my home warranty people but the Sears person was reading from a script. The automated system is configured to loop no matter your answers. No human or manager escalation path.

It took 8 weeks to get my refrigerator fixed. There is no excuse.

I got ripped off. This tech did no diagnostic but charged me as well as a trip fee. I will never use this service again and suggest to others that they not use it. He did nothing but sit in his truck most of the time and make up excuses.

Mr. Cheikh ID 0021667, never showed up for the repairs. He called and claimed he didn't have the freon to complete the repair. I was a little heated because we've been waiting for over a month for the parts and repair, then he was saying it would be next week before the repairs could be made. The parts have been here for a week or more. during the discussion he hung up on me. I also received a receipt that the repairs were completed but that was not the case. I am very angry with Sears for taking so long with the repairs. I don't know the what the problem is, but this kind of service is unacceptable. Also, Mr. Cheikh comment on the receipt is not true. I just don't want to wait another week for any repairs.

When our AC went out, the Home Warranty company contracted Sears Home services to handle our repair. I received a link stating our appointment date with a 4 hour arrival window. We have had other appliances serviced by Sears and are familiar with their communication regarding appointments. I was a bit concerned when I never received the appointment reminder the day before nor on the morning of. I was further worried when I would click on my appointment link and it never updated as it usually does to show the location of the technician and a narrowed eta window. I called both our warranty company and Sears to confirm that indeed a technician would be arriving as scheduled. Both assured me that they could see my appointment in the system and not to worry. Side note, it is very difficult to get an actual human on the line and then when you do get one, they are in a foreign country. Well, my arrival window came and went. Sears was a no call, no show. The thermostat in my son’s room was reading 99° and 88° in my room. And it had been like this for 6 days as we awaited our repair person. I reported this to Sears and was told that there was a “booking failure” and a technician was never assigned. The representative needed to submit a “no dates form” because there were no dates available for service. I was further told that a supervisor can force dates open once the form is submitted and that a supervisor (Crystal Mena) would call me back in 10-20minutes to assist in getting me scheduled. This call NEVER came. On top of that, when I called back again after waiting 4 hours for the call, I was told that no technicians are available, no dates are available, and was directed to start from scratch with my home warranty company…..this, after already waiting in suffocating heat for 6 days. Giving 1 star was too generous. We were scheduled for a date and time. Despite my call confirming this on the day of, Sears was a no call and no show. They then fully dismissed themselves of any responsibility for this service order and they couldn’t care less that the heat index was 105°+ and that our bedrooms were uninhabitable. Sears service was abysmal and a complete failure in every single way. Find a local company that takes accountability to service your needs instead.

Did not come at agreed time.

Technician was very professional. However as soon as technician left my dryer was no longer blowing hot air. My assumption is that he left something undone. Now trying to get Sears/AES back out here has not worked. Very disappointed and very unprofessional on part of the company.

I am still trying to schedule an appointment for repair and they won't honor the appointment from my warranty company.

Appointment was for between 8-12. I have been waiting all morning and there has been no contact from the repairman. The phone number only goes to an automated system and you can’t seem to find out the status or talk to anyone. If you are going to be later than the time scheduled, why hasn’t there been any communication? It’s well after 12 and I am still waiting.