11500 Midlothian Turnpike Reviews

I have been rescheduled for a repair of an oven three times and you cannot get a human on the phone. The AI interface is good until you actually have a question. I’m not sure if this is a real business or some random corner of the Matrix simulation.

The Worst of the Worst! Never schedule with these people. I scheduled with Sears thinking they were a high quality and trusted company. Boy was I wrong! The first appointment was a no show without any notification of such. I missed a half day of work because I had to go home to meet the repair person during their window. I rescheduled thinking that everyone deserves a second chance. The repair person came out and supposedly fixed my dryer. He was polite and seemed to know what he was doing. He ran the dryer prior to my paying the bill and it seemed OK. The very next week the dryer began doing the same thing it was doing that prompted my original call but worse since now the screeching noise was back AND it was not drying either.... I called them and re-scheduled for someone to come back out. They said that because the repairs were still under warrantee, labor would be covered and I would only have to pay for any parts. That was fine. I scheduled. I responded to a confirmation text confirming that I would be home for the scheduled appointment. I left work early again and they did not show again!!!!!!!!!!!I (at this point I have missed one whole day of work). I was extremely frustrated by this point. I wanted to speak with a live agent to discuss my experience. Nope! They really do not want people calling their live agents so they make it highly difficult for people to find their live person contact phone number...If you look on their website, they only allow you to schedule or re-schedule (electronically). They give you a phone number but they only utilize robots/AI on these lines so you end up in a vicious phone loop. Once you do find a phone number that connects you to a live individual which takes about an hour, you cannot understand what the live agents are saying because their accent is so heavy. I have reversed the charges on my credit card and am reaching out to a local company to do my appliance repairs in the future. In case anyone wants to know why Sears is struggling; this is a fine example of non-personalized service what fails to meet any kind of quality standard.

This was absolutely the worst. The technician did not know how to diagnose what was wrong with my Maytag washing machine and after spending more than an hour looking at his phone to try to figure it out, told us it was going to be over a $1000 to repair and we should just replace this 3-year-old machine. He literally made up issues and the paperwork he then sent did not have figures on it to match what he told us. He lied about diagnosing, he lied about repair and literally just didn't want to do the work. Calling customer service was no help. They are all in Southeast Asia, barely spoke English and would NOT send someone out who knew how to diagnose this machine without charging me a second time. STAY AWAY FROM THIS COMPANY!

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.