Sears Appliance Repair

this was 3rd appt. for our washing machine. quality of service was good, but on this 3rd day, we were notified that the arrival was estimated near 12pm and that technician was "on the way," and if there was a delay, we would be notified. however, he didn't arrive until nearly 5 hours later, there was no notification, and despite numerous phone calls, it was impossible to reach anyone from the company other than repeated messages to me that he was on the way. upon arrival, he apologized and said that he tried to call and there was a recording that the number was out of service, yet when he tried the same number at our home, there was no problem, and all afternoon, we were receiving text messages (to the same number) and emails without problems, yet with no option to communicate.

The technician was efficient, friendly, and communicated great. He diagnosed it quickly and the repair was done in less than an Hour. The repair had to be rescheduled multiple times using the AI text feature, which was really annoying. (I didn’t appreciate that I cleared a day on my calendar and then had the repair postponed twice.) But I don’t think that was the fault of the technician.

Service tech was prompt, courteous and knowledgeable. The low score is due strictly to automated system. I tried multiple times to speak with an individual and was prohibited. Sear’s needs to change this. They need to offer an option to speak with a customer service representative.

This service is terrible! Technicians were consistently late and rescheduled multiple times without at least discussing a reasonable time to follow up. They should take into consideration that offering a window between 1-5 often creates a hassle for people that have to take time off from their work. So, to not show up multiple times and be consistently late is a real burden! My most recent appointment with last the service person scratched my floor and ordered the wrong parts. The worst part is that this entire process is AI driven and there is nobody to even speak with. Do yourself a favor and find a different place that knows what they are doing…

We appreciate all the hard work and good attitude. He is wonderful thank you!😊