11500 Midlothian Turnpike Reviews

Difficult having confidence in repairman’s diagnosis of actual problem.

Jeremy was good… the second time around. He actually went inside my home. The second time using this experience was sad. AI sucked to talk to every time and support was very unhelpful after 20+ calls and 4 reschedules. Here’s what I said prior to finally getting my dryer fixed for $550 “ I am writing to express my deep frustration and utter disappointment with your repair service over the past few weeks. What was supposed to be a simple dryer repair has turned into a nightmare of miscommunication, unprofessionalism, and wasted time, costing me hundreds of dollars, days of waiting, and zero resolution. On or around June 23, 2025, a technician named Daniel came out for a diagnostic visit. I paid $129 for him to spend five minutes diagnosing the dryer, which I was completely fine with. He confirmed the issue and ordered a part, stating clearly both to my point of contact on site and to me via follow-ups that no one needed to be present for the actual repair. I confirmed this multiple times with your team by phone. Since then I have had three separate appointments scheduled between June 23 and now. Here is what happened: Second appointment: I received a text at 7:30 AM confirming the tech was en route. I responded “OK, sounds good.” I never received a call, update, or follow-up. At 4 PM, I asked how it went and received no response. I sent a third text that evening and found my number had been blocked by the technician. After calling more than 20 times, I finally reached someone to reschedule. Again, I confirmed for the fourth time that no one needed to be present for the repair. Third appointment: I spoke to the technician over the phone and told him someone was inside. He did not believe me, despite my tenant confirming she was there. Instead of going back inside, he left. While trying to resolve this, my tenant’s car was towed and she was unavailable the rest of the day. That technician refused to give me a supervisor’s number and ignored my texts afterward. Fourth appointment today: I cleared my schedule and sat in my Richmond townhome from 8 AM to 1 PM waiting. No one showed up. No call. No text. No email. I wasted a full day I had taken off to travel for the holiday and got nothing in return. I have spoken to several of your representatives and even sat on the phone with a supervisor for 25 minutes today with no resolution. I have been patient, respectful, and persistent, but this is now beyond unacceptable. Let me be absolutely clear I am not driving to UPS to return the part you sent. That is your responsibility. I am not paying for any part, service, or labor beyond the original $129 diagnostic. I want a full refund of all charges beyond that diagnostic. I want a technician to come pick up the part or you can consider it forfeited. I have lost time, money, and trust in your company. This experience has been the opposite of the excellent service I received from Sears in the past and I will never use your company again”

Had a scheduled appointment and they didn't show. Didn't communicate with a text or call. Their service tracker and chat were hours behind and it's almost impossible to reach a live person. When and if you do, they don't have updated information. Original appointment window was 8 AM to 5 PM, and after being pushed off for hours, saying he'd be here in an hour, I finally got an answer at 7 PM that he wasn't coming. Very frustrating. Wasted an entire day. Had to reschedule and there was no priority. Waited another 4 days to get an appointment. Awful. Do not use.

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.