Repair Reviews
Showing most recent reviews from verified customers of Sears Home Services
Technician from Sears
Technician was knowledgeable & helpful regarding our particular situation as it related to our dishwasher.
Larry R, Gaithersburg, MD
Very efficient, but.....
I was very disappointed that Daniel refused to take the big heavy box with the old freezer door on my porch and pretty much just ran out the front door. I am 70 years old and now I have to pay someone to haul it off. Really not happy about that!
Vicki F, Rimrock, AZ
Sears home service review
Bush is a competent and respectful technician. However, based on Sears home service policy, I needed to be available for 8 hour window of time. It took 2 sessions of time which meant 16 hours of potential unpaid work. I believe this practice is poor customer service. When I attempted to call Sears home service, the only contact I was able to make was either through the computer or an automated phone service. The other problem is that the review is only allowed for the service technician not the structured process. This places the technician in a very vulnerable position, especially when it is the structure not the technician that is problematic.
Barbara G, Saint Paul, MN
SOL
Minh was great, gave good info and was professional. Only reason for the four stars is that it will cost more to fix the washer than to buy a new one. Will use A & E again for any appliance issue. Not their fault that Whirlpool washer died after only 2 1/2 years of use.
Sharlyn A, Topeka, KS
Third time is the charm?
After 3 visits. Sears finally ordered parts for replacement. We shall see if the solution is for the long term.
Bing Z, Laurelton, NY
Michael called, but Terrence did the work
Safety is of utmost importance, so if a technician calls me, gives his name, and say he is on the way, then I expect that same technician to be the one who arrives at my door. So when Terrence (not Michael) arrived at our door, he introduced himself, and I'm sure the perplexed look on my face caused him to explain that someone else called to say that they were on the way, but not him. I saw two Sears vans outside, so I'm not sure if Terrence was in training and Michael was possibly in the other van, but it would have been helpful for the person calling (Michael) to explain that some else would be coming to the door and actually doing the work. Luckily your technicians are dressed in uniform and in marked vehicles, so they are more easily identified. Nevertheless, Terrence was friendly, complied with my request to wear shoe covers, and moved quickly and efficiently. He answered my questions, changed the filters as I requested, and provided helpful feedback. My continued issue with Sears is the all day window to wait. A 4 hour window would be far more efficient and helpful to your busy customers. I like that I was able to get updates during the day, but it would have been helpful to know at least a day prior how many stops would be ahead of us. This would have allowed me to plan my day better. My 4 star rating is for Terrence, since he was the person who actually completed the job. I will add that although he did not explain how the service visit would occur when he called, Michael was still pleasant, friendly and professional.
Jacquetta, Atlanta, GA
Repaired refridge is no longer working.
Jesus, was prompt and knowledgeable. He found a part that was not working and had a replacement in his truck. Eureka, it started running...only for a few hours. The ice maker worked enough to freeze a tray of ice, however, that has all melted and dripping. I need a permanent repair.
Karen K, Corp Christi, TX
Owner and Tensnt
Vincent was on time and efficient in diagnosing the problem and organized in preparing to fix the problem. The only thing that was a concern was that he didn't help me w/ the cleanup! He was respectful and efficient in explaining the payment process.
Anatalio J, Honolulu, HI
Good guy.
What's upsetting is my issue was 'determined 2 months ago and the part was received. Now I'm told it was "incorrectly diagnosed" I have lost 2 months.. no oven. I am not happy.
John C, Susan C, Camden, ME
Good Technician
First off, the technicians involved with the dryer repair - including Mike - were very good. The problem was quickly recognized, parts ordered (which arrived in a few days), and the repairs were done properly when the technicians came to complete the repairs. That's the good news. The bad news is that when the follow up visit to install the new parts occurred, no one showed up nor did I receive a call that no one was coming. Attempts to call Customer Service was a waste as all I got was a computer ultimately telling me I had an appointment that day. It was only after a friend suggested I put a bad review on Facebook for Sears Home Service that I was able to get some action and another appointment scheduled. Customer Service, when you can't get to a human being if necessary, is not good. My Scores (out of 10): Technicians - 10, Customer Service - 1
James H, Millsboro, DE
