3533 Franklin Rd SW Reviews

Shawn the repair technician removed the bottom oven plate to replace bottom heating element. In doing so, he damaged the oven plate on both sides in front and stripped the screw threads on the back left of oven. In an attempt to correct this, Shawn placed the weight of his upper torso inside the oven. This caused the oven door springs to stretch, so that door comes down too far when open, and also does not properly seal, and sticks out beyond the stovetop. He did not replace the screw with stripped threads and left the screw hole open in oven. This is appalling and unacceptable, and we want this range replaced immediately.

No live person available to speak with; only AI Samantha. Never showed for an appointment and then rescheduled on their own after I've been waiting 6 hours for them to come including pushing the time later and later. They discovered it was a sock that stopped the machine from spinning and draining. After they put the machine back together, they left. Did not run the machine to ensure it was working properly. Then after they left, my son tried to wash a load and the water from the washer emptied in my entire kitchen. So, I rescheduled with AI Samantha, and they are supposed to send out someone tomorrow 1/5, but then I got a later text message saying this visit is going to be a virtual visit (SMH) and I should be getting a code. Well, no code received to date!!!

Washing machine tub was not spinning. Earliest appointment was 6 days out. Appointment time was between 8:00am and 5:00pm (not much help in planning one's day). However, repairman did not show until 7:30pm! By 7:45 he was explaining how he could not get the part (one simple pulley) from their supplier and he could not install an OEM part because of company policy. I could replace the entire motor unit for $635, parts and installation - I said no. I had to pay the $119 diagnostic fee. I went on-line, found the OEM part and paid less than $30 for part and rush shipping. Replace the pulley myself in about 1/2 hour.

They never showed up for their appointment

If I could give this company zero stars, I absolutely would. Do NOT use this company under any circumstances. I contacted Sears Home Repair to service my 90-year-old grandmother’s washing machine after it stopped working. Scheduling the initial appointment was simple, and the technician arrived on time. Unfortunately, that is the only part of this experience that was handled correctly. The technician admitted he was unsure of the issue, performed what he described as a “factory reset,” and claimed the machine was functioning properly. We were charged $119 for this service call. Within two hours of his departure, the washing machine failed again with the exact same issue. I immediately called the technician back using the number he originally contacted me from. He stated that he would need to “check with his supervisor” and would call me back. Instead of receiving any kind of follow-up, I received an automated text scheduling another appointment seven days later. When I attempted to call the company, I was met with nothing but automated systems and could not reach a single person. After nearly two hours of searching, I finally reached a call center that informed me they had no way to contact the technician, the Roanoke office, or any supervisor. The only thing they could do was reschedule us into the next available slot. When the second appointment finally arrived—on a Friday—the same technician as before was assigned. He arrived early, told my grandmother that he “had another job to finish first,” and then left with the promise to return afterward. He never did. After hours of waiting, I texted him and expressed my concern that he did not know how to fix the issue and was now avoiding responsibility. I told him that this behavior was unprofessional and that taking money from an elderly customer without resolving the issue could reasonably be viewed as fraudulent. He replied—but then deleted his message before I could read it—and never contacted us again. Considering that he was using his personal phone and conducting service calls outside of the official system, I am assuming that’s the reason for the message retraction. Again, I attempted to contact the company and was met with the same AI phone system and no access to a real person—not even at the number where I had previously reached a human. The next available appointment was pushed out two additional weeks, with a vague service window of 8 AM to 5 PM. A different technician eventually arrived, stated that the control panel had failed, and said a replacement part would be ordered immediately. Several weeks passed without an update. I then received a random automated text stating the part had just been ordered—three weeks after the technician claimed he ordered it. When the part finally arrived at my grandmother’s home, it was clearly the wrong part—it was for the dryer, which is fully functional, not the washer. Another service appointment was scheduled for yet another two-week-out window, again from 8 AM to 5 PM. No technician showed up. No calls. No updates. No follow-through. No accountability. No washer for a 90 year old who needed this 2 months ago. While I am visiting for Thanksgiving, I will be assisting my grandmother in initiating a chargeback for the service fee and filing formal complaints with the local licensing board, the Attorney General, and Adult Protective Services for what I fully believe qualifies as potential fraud and exploitation of an elderly person. I strongly encourage anyone else who has experienced similar treatment to file complaints and—at a minimum—initiate a chargeback. No one, especially a vulnerable senior, should be subjected to this level of negligence and disregard. I also sincerely hope I do not receive a reply from the owner suggesting that I use the website or this free number that is nothing short of a front to avoid these issues. Judging from these recent reviews there are plenty of people with the same complaints. Be a better business owner, and person.

The part cost was 129.00 . Should take no more than 15min to install. Wanted to charge me 650.00 to do the repair. I junked the sears unit and bought me a new unit , not from Sears. Your service was ridiculous!!

Our appointment was made for a Friday, they cancelled and then confirmed later that they can make the Friday appointment. On Friday they did not show up! Monday they extended it to Thursday, after we had to phone and ask what happened on Friday!! Definitely NOT fast or reliable. You better have a plan B in your pocket

The guys that came told me I would be able to use part of my oven to broil food. I just tried to broil something and it didn’t broil my food

Appliance repair technician came out to our house did not take apart any part of our electric dryer except turning it on and listening to the sound it made. He was apparently able to diagnose the problem purely based on that, and alluded it was a problem with the bearings. I called Sears to find out if I could have a more detailed report and see if they could tell me the actual issue the technician has diagnosed and they said that because we had chosen to not move forward with the repair option we were not allowed to know that information. So I wasted $130 for someone to listen to my dryer and then have a company tell me I am not allowed to access the information I paid for. This is an extremely predatory business style. I am considering lodging a complaint with the better business bureau.

The technician Adam was fine, 5 stars for him. Getting ahold of a live service person was not possible as the entire system was artificial intelligence and none of the options met my needs. Especially since my phone number was not recognized by the system. Horrible customer experience to say the least.