11500 Midlothian Turnpike Reviews

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.

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