18600 Alderwood Mall Pkwy Reviews

I booked an appointment from 1 to 5 pm on December 2, 2025 to repair my Kenmore dryer. They did not make it to the appointment. I did not receive a notice of any kind that they would make it. Finally, I noticed that I was the next stop and they would be coming about 7:30 pm. At that point I rescheduled the appointment for the next day. They did come the next day, but again their was little or no real communication, until the repair technician called me and said he was on his way. After all that it was deteremined that it would cost over $400.00 to repair my dryer and that the repair parts would need to be ordered and another trip scheduled. I decided to purchase a new one. The virtual scheduling is fine. However, put a human in the process so customers can have some one to talk to when they have questions. It did not work well for me.

No call , no show after I was guaranteed i would get a call in the morning from the customer service agent. Called multiple times no life operators were available.Only an AI bot trying to answer calls. Appointment time was 8 AM to 3 PM by 6 PM.Still no technician. Then I receive an email with my signature saying the services were complete yet.Nobody came to my house. Now I have to cook thanksgiving dinner somewhere else since my equipment is still broken after two visits and three weeks. But my signature stating that repair was done in my opinion is fraud.

We recently had a repair service for our dryer. The service special was professional, he took apart the machine and couldn't find a reason for the siund it was making, so he cleaned and maintained it. He indicated the service would cost approximately $220 for the visit and cleaning. The dryer drum was out of the dryer and he mentioned that while the belt was okay it was showing wear and recommended replacing it. I agreed. After he was finished it appeared that the squeaking noise was gone. He then prepared the bill and it was $435. The belt was $56 and the labor for the belt $328 while ($50 for cleaning). There was no extra work to install a new belt, the drum was already out and tue belt simply goes around it. Had I not agreed to the belt it would have cost $220. Inhave teied to contact Sears to dispute the bill but it is impossible to call and get a live person and my emails have gone unanswered. Also, the dryer is now louder than ever. So in short, Sears customer service is horrible and the billing is a scam. I would not recommend.

This is the worst service repair experience I have ever had! If I could give them no stars, I would. Mehran has been out to our house 4 times. The first 2 times he had no issue with the gate being closed. The third time he would not open the gate and come in to do the service without my approval. He left the property before I got the text and he cancelled the order. I had to reschedule and was told I would get a different technician. I did not get a different technician, it was Mehran again. I was told he would be at the house at 9:14am today. Then after 11am I was told he would be at the house at 11:25am. At 1:57pm I received an email stating that the appointment had been cancelled by Mehran...his excuse, technical difficulty. The rep on the phone said Mehran stated that he did not receive confirmation in time to make the appointment. I know I replied to the email confirming the appointment as is evident by the emails confirming my appointment date and time for a full week before it was scheduled. To compound this exasperating experience, the AI system that Sears Repair has chosen to use is extremely limited and frustrating. I am an hourly employee who has lost time at work and has been without a washing machine for a month now. My husband and I will not be buying from Lowe's or any other store that uses Sears for their extended warranty servicing again. I HAVE TRIED YOUR 1-800 NUMBER SEVERAL TIMES AND THERE IS NEVER AN OPTION TO RECEIVE HELP FROM A CUSTOMER SERVICE REPRESENTATIVE. THE OPTIONS PROVIDED DO NOT LET ME KNOW IF A DIFFERENT TECH HAS BEEN ASSIGNED MY JOB AS I REQUESTED, AND I WAS ALSO TOLD THAT MY APPOINTMENT WOULD BE BETWEEN 8AM AND 12PM SO THAT I DON'T MISS A LOT MORE WORK LIKE I HAVE THE PAST TWO WEEKS. IF THE TECH IS NOT AT MY HOME BY 1PM, I HAVE TO LEAVE FOR WORK THIS WEEK...IT'S NOT TIME I CAN MAKE UP ON SATURDAY LIKE I'VE BEEN DOING AS I HAVE TO BE THERE FOR A MEETING.

The tech never tested that the water and ice dispenser worked. I changed the filter and it still did not work.

We have used Sears Home Service for our appliance preventative maintanence services for 20 years and have always been satisfied. The last 2 years things have not gone so well. The tech sent last year did not complete a full service. This year I had to be rescheduled 4 times until they sent a tech who was trained to work on the water softener. Their window of arrival time is 8-5 and there is an app that you can track their ETA. However, the arrival times often change throughout the day, so you can’t have any personal plans that day. For the visit this year, I waited all day and no one showed up or called and I called to reschedule. The second time the tech waited until the afternoon to tell me they were not qualified to do the work and I rescheduled. The 3rd visit they were overbooked and I heard this at 6pm. The tech actually rescheduled me and did a super job with service recovery. The 4th visit went well. It was the usual trained tech that we have. He was on time and did an excellent job. However, we will not be renewing our maintanence contract with this company in the future. Customer service is non-existent at the call center and many times they did not understand my dilemma nor seem to care.

This score is the result for the customer service experience with Don, the service repairman. He is a rude and arrogant person. His personal customer service abilities are less than favorable, almost insulting, and not what I have ever experience with any Sears representative/repairman before. Both recent interactions with Don were met with his "unprofessionalism", as if he really didn't wanted to be here. Don's "negative" attitude, and overall 'nasty' disposition were unsatisfactory at the least. When we met in person, he did not provide his name (I had to ask for it) and initiated a handshake. Once he entered the laundry room, he wanted me to sign his phone, authorizing service, without providing an opportunity to read what I was signing for. Once he opened the document, he had 2 boxes checked (possible damage moving the appliance, which he didn't move nor planned to do) and identified my space as a 'close fit', which was more than enough space to move adequately (false statement). When I noted the discrepancies, his response was "well i guess just authomatically check these boxes all the time. Not only was Don rude and nasty with me, but also to my warranty representative when he spoke with her on my phone. Don told the warranty representative that Sears did not offer services for cleaning dryer vents or 'stuff' like that. "We don't stuff like that"... however, I have had a Sears representative referred and performed these same service previously. When I informed Don of this, he rudely noted, we'll I'm not aware of that and I know better", or words to that effect. He then left my presence and home with my phone, explaining he needed to get something to write with, although he had a pocket full of writing instruments. He went to the other side of his truck (passenger) never stopping, and when he noticed me following him, he immediate proceeded to the driver's side (never attempting access to passenger side) only to reach over to gather a note pad. Having an employee with these negative traits as I've identified above would and could costs more than just money, but also your bottom-line - customer's confidence, trust, and satisfaction. Basically, why should I be treated like I'm being tolerated, as an inconvenience, when other Sears representatives have been available and met with previously, who informs, educate, and work as a team, to resolve the issues. Missed the mark with this one, Don! Attitude adjustment at the least and customer service principles retraining a must.

I am a 76 year old female on a very limited income The technician showed up around 8:30 am. He looked at the oven. began trying to pry t he lock to unlock it. Said this tool I have won't work... I made 3 total trips to my shop for tools that might work.I told him he could pull the entire oven out. He found the 2 screws holding it to the enclosure. Then kept saying "this screw driver is not long enough.....finally asked if I had a longer one. On my third trip I returned and he informed me..even if he gets the oven out he has to order the part, wait for it, come back out and install. Then the conversation went to the extended warranty option, I said no a number of times, he looked up new oven prices, I said I need to think about it. He said doesn't look like you want to decide now and I need to get to my next appointment. This was approximately 9:30 am. He was here all of about an hour. Once he left I proceeded to try to fix it myself. I fixed it. No new part needed. A screw had came loose and gotten jammed in the lock inside. I was trully disappointed in this whole ordeal. $143.00 for someone to spend 1 hour hear all the while saying why he can't fix it and trying to get me to spend more money. Then forced to fix it myself. Very dissappointed customer!

I’ve used Sears Home Services to repair my washer and dryer a few times. When a person shows up, service is great. However there have been a couple times where I make an appointment and the technician never shows up or calls / texts. The frustrating part is when that happens there are only chat bots to interact with and options are limited with no contact with an actual person.

Horrible experience 😪 my washer needed repair and I schedule an appointment with sears repair, they schedule me a week from the day I called. I was given a window from 8 am to 5 pm for the repair person to show up. I had to take time off from work otherwise no one was going to be home for them. They texted me a day before to remind me of my schedule repair but on the day that there were supposed to show up THE NEVER DID. they didn't even texted me called me to tell me anything I kept logging in on their website to see if they canceled it but everything looked like they were going to show up. Fortunately I found a local repair business *Appliance Repair Guys* I was scheduled an appointment next day he showed up on time and fix my washer for a fair price. If you are in Arlington WA. You know who to call. Sears Repair you not only made me loose money but most importantly time, shame on you.