11500 Midlothian Turnpike Reviews

This company is a joke. I have waited almost 1 months to get my dryer fixed. You can never talk to a person. Everything is AI generated. I finally called another repair company. Bad thing is I paid extra to have an extended warranty on my dryer. Now I'm paying to have this fixed. They kept saying they had to reschedule after waiting all day for someone. 5x's

Made appointment while speaking to a human within minutes of my initial call. Received multiple appointment reminders, even a call the day before to try to sell an "Appliance Coverage" package. Date of appointment, no call, no show, impossible to get a human on the phone. One of the most frustrating "customer service" experiences I've encountered. I would avoid this service/company. Also, they will reply to this and say “Sorry, call this 1-800 number…” which I read in another reply, that number gets you nowhere. I tried that number today. Still no message from them apologizing for missing the appointment or any contact at all regarding the missed appointment. Again, avoid this company, save yourself the headache.

If I could rate customer service at zero or below I would technician came out to fix my fridge looked at Device and said on the way out to his truck" I'll see what I can do for you" and leaves while I am receiving emails stating of his completion and no work done on the appliance thought this was very unprofessional

Technician was a no-show. All day our appointment time kept getting pushed back, but just before 5 he called to say we were his next stop. Okay, that was fine. But when 6:30 came and he still wasn’t here, I texted to ask his ETA and he said he wasn’t coming. He suggested I try to reschedule and maybe they could come back “in a few days.” Really unprofessional.

The repair tech was nice, however, he might have been turned out solo too quickly. A 20 minute shock replacement turned into almost 2 hours with calls to the mentor to figure out how to install the shocks without cutting the mounts. He did not clean up my washer (I've never had a tech get grease on my units so I'm concerned about where the grease came from) and the dryer wasn't even involved on the repair ticket, but I had to degrease it also. The broken receptacle is concerning since I heard a solid noise and he could have told me about what happened.

I’d give zero stars if I could. Absolutely the worst repair experience of my life. From start to finish it took almost a month. Two of my four scheduled appointments were canceled at the end of the day when they never showed up.

The tech was good but the service is horrible. They hang up constantly, reschedule appointments without notice, and I can’t talk to anyone over the phone who knows anything. Frankly, I don’t know how they stay in business.

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!