Sears Heating and Air Conditioning

Customer service is worse than horrible. I had the first repairman on the 23rd. He couldn’t find the problem. I paid the $119 diagnostic fee even though he couldn’t find the reason for the error code. And as I’ve explained over and over to your people on the phone, he couldn’t do a repair estimate because he had no idea what needed repaired. The very next day, the same error code popped up. I called to have another man show up and was assured I wouldn’t have to pay another diagnostic fee since I’d paid once and the problem was not solved. For some reason, the first man put down I refused repair. This is false. He didn’t know what to repair and never wrote an estimate. The second man came and gave me an estimate. He seemed to know a lot more about my dishwasher. This repair I did refuse. It

Didn't show up for the first appointment and didn't communicate he wasn't coming. Wasted an entire day waiting and their website states there will be updates to the customer if delays occur. Nothing from the tech or service as a whole, nothing. Contacting customer service and talking to a human is nearly impossible. Automated updating service does not work. 2nd appointment day tech called outside of 8-5 window to ask if it was ok to come after hours. Of course it is, because no one showed up last time, and I had been waiting again all day. Showed up sometime after 6pm and didn't acknowledge he had NOT shown up for previous appt until called out on it. Tech was annoyed he had been asked why no one showed and/or communicated, stated long hours were not fair to his family so he had gone home

My technician, Joshua D, was fantastic. He was able to diagnose and fix my washer very quickly and efficiently.

Josh arrived 7:50 AM, found the problem and fixed it in pretty short order. He explained everything as he went along so we were prepared for the best possible outcome we had hoped for! He was pleasant, clear and professional. Thanks to Josh, our story had a happy ending.

Technicians were great. They ran into an additional problem which we require me to get an electrician, but that’s not their fault. However, your communication is very lacking. I also have requested a paper bill to be sent to my address as my email has been removed. Optimum bought Suddenlink and Suddenlink service and no longer working for my email so I have no email. Also, this was not an HVAC service it was to repair my oven!