Sears Appliance Repair

If I could give 0 stars I would. Communication leading up to the appointment is nonexistent. If you try calling the customer service number, all you get is AI response, no humans to speak with. We had an appointment scheduled for last week for dishwasher repair — we were given an 8am-5pm time frame, but morning of the appointment was updated with 9:45am time. We ran out to the store down the road around 9am, and by 9:30am I had gotten not a phone call or text, but an email with a photo of our front door attached saying “sorry we missed you, please call the phone number left in your voice message to reschedule”. There was no voice message left. Rubio was our technician. Despite what the website says, we received no call or text to say the technician was on his way, and the online tracker wh

Rubin was very efficient and helpful. He quickly installed the new control board, but warned us that the float switch might actually be the problem, and suggested that we evaluate the dishwasher's performance and call back if it isn't working as desired. Very pleasant and knowledgable.

Would give no stars if I could. Tech seemed annoyed from the first minute. Kept mispronouncing the dishwasher brand. Not a good sign. Finally came and said “ I can’t order the valve I think it needs. It may just be frozen. But let me show you how to get it out from under the counter.” Like WE were gonna fix it??? (It was during historic cold weather ) Told us to call the appliance store. That’s it. No solution, no information, didn’t care. $129 down the drain. Worst communicator ever. Atrocious personal hygiene. Oh and making the appt with the AI scheduler who kept telling me my address wasn’t what I told her/it it was? Forget it. Sears Home Services are the worst.

The scheduling system barely works. Despite repeated attempts to leave information, the computer system would not accept it beyond basic information and told me there was an error. There is no way to talk to human. I got an appointment for next day. Next day comes, I watched my appointment get pushed back later and later until I got a call...a sales call for their warranty, but she assured me my tech was on his way. He wasn't. He called 1/2 an hour later and told me he wasn't going to make it. Absolutely ridiculous. They completely wasted my time. I will not use again.

The tech was great. The system of scheduling and tracking the part was terrible though. I had two or three different dates of service, where I had to call Sears because I wasn't going to get a call from them. I had a nine hour window each time and had a no show each time where I had to call and find out the part hadn't been delivered. The last time I at least got a call from the tech saying he would be there in about 45 minutes and he asked if I had the part. I said no and he checked on the part. He informed me that it would get delivered to me within the next few hours. After it came he came by within the time frame and put it in. The tech was great the system terrible.