3533 Franklin Rd SW Reviews

We are elderly and waited a month for parts. We were rescheduled 3 times for service. The dryer was not reconnected to the vent by the serviceman, so we will have to get someone in to do that. We put in a claim on Jan. 27. Finally got serviced Mar.3 and still have to hang out clothes on a makeshift clothesline in freezing weather because he forgot to finish the repair job.

The stars are for scheduling, which is horrible! We were shocked that a tech did show up today after several canceled appointments by Sears. Our initial visit was 11/17 and parts were ordered. The tech we had today was very professional and knowledgeable. Our washer is not repairable. Dec. 4th was the first appointment after the parts were received. Too bad it was canceled by Sears. We could have a new washer by now instead of using a laundromat.

The service technician Adam was excellent. Scheduling was a nightmare. Appointments canceled after waiting all afternoon. Appointments offered and then rescheduled (not by us till the final one). Wrong information given. It took 7 weeks from my first phone call till the repair was completed. Very disappointed

Where to start...the first tech came and stayed all of 3 minutes after being late to misdiagnose my washer and ordered some of the parts needed. The parts came and got rescheduled earlier...they were a no call no show...and I waited all day for them. I found out through a text message that my appointment was rescheduled for 2 more weeks later but they were able to bump me up the list. So today a different tech came and installed the parts only to find out the drive system needed to be replaced which means that I waited all this time when I'm just going to need a whole new washer. It's been almost a month without a washing machine due to the lack of service and inability to talk to a live person on the phone.

We placed the order beginning of October. Tech came out 2 weeks later. Had to wait another 2 weeks for follow up appt but they never showed. I had to contact the company and they rescheduled 2 more weeks out.

I have been a Sears Home Warranty customer for over a year, paying approximately $78 per month for coverage. During that time, my oven has experienced the same recurring issue multiple times. Sears has sent technicians out repeatedly and has replaced numerous parts, yet the problem continues to return. At this point, it seems that the cost of all the repairs and replacement parts has likely exceeded the cost of replacing the appliance itself. What makes this even more frustrating is that every time the same issue reappears, I am required to open a new claim and pay another $100 deductible, despite the fact that the underlying problem was never actually resolved. Customer service is another major concern. It is nearly impossible to reach a human representative. Every call is routed through an AI system, and despite multiple attempts, I have never been able to speak directly with a person who could address my concerns. My most recent service appointment was especially disappointing. The technician did not even turn the oven on to verify the issue. Instead, he appeared to rely on AI tools on his phone to diagnose the problem. Unsurprisingly, the oven continued to malfunction after the visit. I purchased a home warranty for peace of mind and reliable repairs. Instead, I have spent significant money on monthly premiums and repeated deductibles while dealing with the same unresolved issue over and over. Based on my experience, I cannot recommend Sears Home Warranty.

To be clear all of my criticism has nothing to do with the technician that came to my home to diagnose my oven issues. They were friendly, professional, and doing their absolute best in a bad situation where they were set up to fail. They deserve a raise and better treatment by their employer. You should avoid this company at all costs because it has clearly replaced all of the human staff it possibly could with AI. AI scheduled my appointment and I was given updates by a bot that were inaccurate and unhelpful. The technician was running late because I can only imagine AI handles their scheduling and deliberately overbooks them. This causes problems for everyone, as a customer you have to wait around all day for a technician that may be unable to make it (ours did even though it was well after business hours he was kind enough to stop by anyway) and I continued to receive texts from their AI system from 2:30 pm to after 11:00 pm stating that their technician was running late, the latest of which was not only at a ludicrous hour but the technician had already come and gone. I received texts the next day stating that I would need to reschedule since no one was able to see me the previous day (they had). Do not give this company your money to normalize replacing us with AI. Hire a local repair person.

We need it fixed badly and I received a text saying it would be between 3 and 5 so I arranged to have someone there. Now I get a message saying the unit was inaccessible?

Do not use this company!

Appt made and no show..AI did not schedule..do not use this service!!!!!!!!