11500 Midlothian Turnpike Reviews

Technician is very rude and cold. He used our sink without asking and he tried to walk inside our house without using shoes covers. Technician did not take old parts and left all trash at our house And they not clean after himself. For the future I don’t want to see the technician I saw today anymore. If I see him again for my service next time I will report him for trespassing. When he put on his shoe covers, he went in and out the house while keeping the same cover he used outside the house.

Jeremy the repair is great. Unfortunately we are still having issues. He came out to check an issue on my dryer this being now the 2nd or 3rd time for same issue. Which is understandable we know he is trying to fix it. There shouldn't have been a deductible for the dryer being as it was an existing issue not resolved. We also requested repair to the washer with this call for the dryer. We paid the $100 deductible for the washer which we expected. Jeremy came out last Monday 3-23-26 to check both. He ordered parts. They came and he returned on Friday. Installed the parts. Both appliances still have issues. My mother was having to ring out the clothes by hand that was the reason for the repair. Friday night after new parts out on she still had to ring out the laundry by hand. The dryer light still does not work. This still isn't what has me frustrated. The frustration comes today when my mom called to have Jeremy come back out. The two people she spoke with today Isabel and Bailey advised her she needed to pay $100 because they never received the payment for the washer. I have proof showing the payment transaction date and posting date in her bank account as well as email receipts for the washer and dryer appointments sent by Sears. The payment was taken on the 19th when she made the appointment with a rep named Gemma who advised her payment was made for the washer and no payment was due for the dryer. Fast forward to today Isabel could not assist so she transferred the call to Bailey. Bailey couldn't find the payment and wanted another $100 today for which I immediately asked for a supervisor. She advised me she was the end. I advised her everyone has a boss. I asked how stupid it looked on Sears part that they sent a technician and ordered parts but the customer didn't pay their part. She couldn't explain to me why that would happen. Needless to say today's call was a waste of time. So at this point asking how you are doing or how Sears can do better is pointless. The money that has been paid into this plan can buy another washer and dryer. Because this simply isn't worth the aggravation of talking to some in customer service yet again not knowing what they are doing.

Horrible that sears has totally eliminated real people except for technicians. You can not talk to a real person. All AI generated. They just lost me as a long time customer

Good tech tried to help get me a refund BUT Had a repair done and after two loads the problem was reoccurring but 10x worse. I want to talk to an actually person but it appears the Sears Home Repair has gone totally AI. You can not actually talk to a real person. The AI assistant actually tells you that. They basically have gotten rid customer service and customer satisfaction. Very disappointing

Work was done but the problem is the time it takes to complete the repair. My washer was down from 1/12/2026 to 3/6/2026.

Experience not good. Refrigerator has not worked since 11/8/25. Technician was okay. Service awful. Rating is for service not technician.

They came 3 times, didn't have the correct address which we corrected several times. They had to order the part twice and it was delivered to the wrong house on our street, a house where nobody lived so we had to walk up and down the street to see where they left the part. They put the part in and after one try it didn't work correctly. Don't call them.

They were supposed to do FaceTime before they come so I could tell them the issue they didn’t. The issue was locking device code 9 I told Repair Man that from the beginning, he told me they did not make that part no more but still charge me $139 which is bullshit.

Came to fix dishwasher but my model was not in their system so they couldn't fix it. Spent money to tell me my dishwasher was broken and to call someone else. Worthless. Editted this morning: Thanks for the phone number, but there is no option for customer service, just a round around. So... you can call me instead and ill be happy to talk with a real agent.