11500 Midlothian Turnpike Reviews

Knowledgeable tech. Jeremy explained his observations and shared clear recommendations for resolution. Part was ordered quickly and arrived within 2 days. Part was installed and washer was back in operation within 4 days of the initial request for service. Overall great expereince. I will update once the washer completes several washes/load cycles. Thanks, Jeremy.

Only a 4 as I’m not sure if the repair works as of yet. Too early to tell

Only deduction from a five-star review is due to how expensive Sears appliance repairs are. Daniel kept me informed of the steps he was taking to diagnose and repair the washer. He let me know what each component did and the tests he was running to ensure everything was working as expected. Great customer service! He contacted us prior to arrival. He had a very professional appearance and worked very efficiently. He arrives on time. Gives you all your options and does a great job of handling the details of service. He called the morning of the appointment to let me know approximately what time he would arrive. He arrived promptly and was very polite. He was very knowledgeable about my washing machine and had it repaired in a very short time. Now- As for my impressions of the seemingly AI-driven Sears service organization, my feelings are best summed up in the comments shared by a number of the others who have used Sears service, as reflective of the frustration that comes with trying to work with the system or to reach an actual live agent to work through issues, to wit: -This is all AI operated. No phone number (well, there is a number but it is all automated), can’t speak to a person. -There is NO customer service. It is all AI and no problems can be resolved. -Diagnostic price was reasonable, but repair price was extremely high. - I scheduled with Sears thinking they were a high quality and trusted company. Boy was I wrong! -I wanted to speak with a live agent to discuss my experience. Nope! They really do not want people calling their live agents so they make it highly difficult for people to find their live person contact phone number...If you look on their website, they only allow you to schedule or re-schedule (electronically). They give you a phone number but they only utilize robots/AI on these lines so you end up in a vicious phone loop. Once you do find a phone number that connects you to a live individual which takes about an hour, you cannot understand what the live agents are saying because their accent is so heavy. -impossible to get a human on the phone. One of the most frustrating "customer service" experiences I've encountered. -You can never talk to a person. Everything is AI generated. It goes on like this review after review, but you get the idea... Jem McLane Midlothian, Virginia

The Technician was great but the process was horrible! It took to long to get the part (over 4 weeks). I went on the Maytag site and could've ordered it myself and had it delivered in one week. I feel I should get some money back for waiting so long!

Marvin was very professional and knowledgeable in regards to the dishwasher.

Arrived during scheduled window. Provided quick diagnostic and explained warranty options and service pricing. Diagnostic price was reasonable, but repair price was extremely high for ice maker fan.

Time was from 8am to 5pm He was pleasant and nice. Told me what was needed quickly. However, he came at 4:30pm Would have liked for him to get to my house earlier. Had to sit at home all day waiting. Thank you

Appliance repair persons always get the appliances in order, working well. It seems that the communications software was back and forth with appointments past coming up for future selections. Overall I’m satisfied today. Thank you!