11500 Midlothian Turnpike Reviews

Worst experience I’ve ever had with a company hands down. This is all AI operated. No phone number (well, there is a number but it is all automated), can’t speak to a person. The initial schedule and first visit went smoothly, diagnosed and ordered the part (which arrived from Amazon with no notice). We patiently waited during the 5 hour service window. No one showed and then received a text that service needed to be rescheduled with a link. No priority. Second service no show with text in hour 6 to reschedule again in an endless circle of waiting. We eventually cancelled the service (already paid in full - still in dispute with credit card company). It is an abomination to the Sear’s name that our mother’s and father’s depended on for quality service. Would give negative stars if an option.

I was charged $1,000 for a part I apparently did not need as mu ice maker is not only still not making ice, but now it is making a very loud high pitched noise.

Technician didn’t arrive the first day he was scheduled. Arrived late the second day we stayed home for him, knew what he was scheduled for in advance with a description to replace a specific part, ordered the part in advance, and then simply said he couldn’t perform the repair when he actually showed up

There is NO customer service. It is all AI and no problems can be resolved. My service appointment was a no show the first time and the second appointment was rescheduled without my knowledge. Mind you I am taking off for these appointments. Do NOT use them!!! It is not the SEARS we grew up with.

I wish I could leave zero stars. I took off work to meet my 1-5 p appointment and I received a call from Jeremy the technician at 5:30 telling me he is not going to service me and he is just as frustrated with the AI scheduling an just as I couldn’t reach a live person nor can he. This is ridiculous and unprofessional. You want us the customer to pay for your time and yet don’t consider the value of our time. People please go elsewhere. Sears Service and Repair please do better.

The technician wasn’t informed of the problem I was having in advance. He didn’t bring any diagnostic tools. I told him the problem I was having. He opened and closed the fridge several times then told me to fix it the cost would be $600. I don’t even know if what he says the problem is really what’s wrong with my fridge and his recommend repair will fix it. I paid $139.00 service fee for no service. That was definitely not worth it

Would have given less stars if available. First appoinment had a knowledgable technician. Second appointment to repair fridge was a no show. Calls to customer service sent me on a continuous loop not resolving issues and wasting more valuable time. Guess I have no choice but to cancel demanded upfront labor charge and buy a new fridge.

Sadly, Sears is being used and people by the insurance company who doesn’t the warranty company who doesn’t want to be responsible so I’ve had the worst experience dealing with the Home Warranty company and everybody else

After going back and forth with agents on getting a date for service I was given multiple dates. I took off from work to be home in the 8-5 window and get a call at 2pm on the first appointment day 6/18 and was told by the tech he had one appliance for today and one for another day 6/21….and could he do both on the same day (6/21).I said yes…Today I stay home from work all day and at 4:20pm I get a text saying my appointment has been rescheduled for another day? No way this is acceptable….no regard for my time at all. Even a phone call in the middle of the day to say we running behind would have made things easier to swallow, however a text at 4:20? Thanks but no Thanks Sears…..I will make other arrangements and keep this in mind for future needs and topic of conversation with others that I know so they are aware they might want to avoid Sears repair services.