11500 Midlothian Turnpike Reviews

The service tech showed up and was not happy that he was having to work late he checked the unit said he would have to get someone else out here and left still complaining about having to be there and working late . Gave him 2 stars because at least he showed up lol

I am giving the technician a 5 for finally coming out and fixing my refrigerator. I am giving the company a 1 because it took 4 tries to get it done after waiting and no one shows up. I received confirmation that the technician was coming and once that he was on the way. I received a text stating he was no longer available and they rescheduled me. The customer service is unacceptable as you cannot talk to a human.

The reason for having a repair tech come to my home was; the water dispenser suddenly stopped working on my refrigerator. The technician found a frozen area at the top/back, near the water hose entrance. The technician was great at pointing this out but offered no options on how to fix it other than replacing a 7 year old refrigerator. I had the impression that the technician was more interested in collecting his diagnostic fee than he was in fixing my refrigerator. He suggested: inadequate insulation, a manufacturer defect, refrigerators in general don't last more than 5 years, etc.. Everything he said could be true but I doubt it. I think he should be offering repair alternatives not just pointing out the obvious problems. Note: I ended up fixing my refrigerator myself. It was a matter of unplugging my refer and letting the water line defrost and turning off the Power Saver function. My refrigerator has worked fine ever since. The Sears, so called Appliance Tech, was basically a waste of my money and time.

Technician Put the drain hose on that was ordered by technician and he left the machine going through the cycle. He did not make sure after the cycle end the motor cut off or the LF light did not come on. The machine is doing the same thing prior to putting the hose on. He did not contact owner to determine next step. What now?

Update: Things have only gotten worse. They were supposed to get the machine repaired yesterday. They left and the machine will had the same issue. We have tried several times to get a tech. To come but the appointment continues to get pushed back. We have tried to speak with a rep and we have had no luck. All calls are answered by an AI assistant that cannot help or understand what is being asked. We also found out that we shouldn't have been required to pay 2 diagnostic fees in a 30 day period. We are currently going through the process of receiving a refund. We have tried extensively to work with them through this and we are at the point where that is no longer an option. We have reached out in hopes of getting a refund and being able to find help else where. We have also contacted our bank about opening a dispute in regards to the payments due to services not being rendered. Very disappointed. We had SEARS come out over a week ago and they diagnosed ONE issue with our washer, but could not fix it. We fixed it outselves- unaware there was another issue. We had them last week and they diagnosed the issue and ordered a part. They were set to come today- no exact time given, and call us when they arrived due to our work schedule as well as the fact we have dogs in the home that have to be put up. Sears arrived at 8:32am, my fiancé went to greet them at 8:39am to find they had already left. They reset the appointment to 11:30am, and then pushed it back without notice till 2:30pm. This is beyond unprofessional. As someone who worked previously in a profession that required me to be punctual to appointments at clients homes- waiting 7 minutes and NOT attempting to make contact with the client within those 7 minutes is inexcusable and unprofessional. The call line is an AI chat bot only and is no help at all. Very, VERY disappointed in the service we recieved. We have already paid over $600 for services combined. Hopefully they show up at the time they have moved it to.

The repairman was excellent; the AI experience was as bad as it could get. I received two of each product and waited two full days for a technician that the AI never booked. It took two weeks to get my refrigerator repaired. NEVER use Sears service.

So far I have wasted 4 separate days (approximately 28 hours of wages). An AI Bot ordered the first two parts without physical diagnoses costing my home warranty company thousands. Service technicians show up and have no clue what is happening or how to fix the issue. 4 recalls later - a month wasted and my ice maker is still not fixed. No human customer service other than a chat bot and a “live agent” who just copies and pastes standard responses.

Very disappointing. He came on April 6th to fix the air conditioner, said he needed a part didn't come back until 4/20 told my husband everything was working well. When I came home from work atv5pm that same day thermostat reading was 86 degrees and the air was on 65. I stood on my nightstand to feel the vent and nothing was coming out. I have called and left messages 3 times and no return call. If he couldn't fix the air conditioner he should have said so.