Sears Appliance Repair

I live in L.C., Tx and Im not sure why my refrigerator repair has been so difficult with this Sears home repair service. A technician named Eduardo came to my home on Saturday 2-15-25 to diagnose and possibly repair my refrigerator. He stated it was freezing which prevented adequate air circulating to balance out the cooling. I was told the parts will be ordered, and my service was rescheduled by Eduardo for Monday 2-17-25. Eduardo stated I needed to pay for the service in advance, which was the process, although a repair was not done. He also sold me on a home appliance protection plan stating I would have peace of mind for appliances in the future. Needless to say, Eduardo did not return on Monday, and the other service technician treated this service call as the initial visit although I paid for the refrigerator repair service in advance. My service was rescheduled again for Wednesday 2-19-25. The technician stated the parts should arrive to the warehouse on Tuesday 2-18-35. On Wednesday, noone showed up for the 8-noon appt.. I called the technician that came on Monday since Eduardo wouldnt answer the phone. The technician stated the parts didnt arrive to the local warehouse yet. As of Sunday 2-23-25, I f/u on the app to verify my status. There was a notice stating the parts were delivered and thanked me for choosing Sears to repair my refrigerator. I called back on Monday 2-24-25 to inquire about this message because I didnt have any more apps. Scheduled and it appeared my account was closed out although my refrigerator is still not freezing/cooling appropriately. I was told this was an error, and I will receive an update Wed. 2-26-25 with a status update. I never received a call, a technician never showed up, and as of today 3-2-25, Im defrosting blocks of ice in my refrigerator because it freezer over again. I cant believe Sears has abandoned my refrigerator repair, but has know problem charging me for a service I never received. I need help with this situation. How can I have peace of mind with future appliance repairs when my refrigerator hasnt been repaired, and Im not receiving any f/u or customer service when calling in to get assistance. This is very poor business practices, and I need my money refunded and this protection plan cancelled so I can find an appliance repair company that cares about performing repairs especially when youve paid in advance. Help, please 🙏🏿

Kenneth is very knowledgeable, patient, personable, honest, listened to our concerns and quickly diagnosed the problem and the fix. He doesnt waste time, works quickly, and is laser focused on task at hand. We have been lucky to have had Kenneth show up as the service tech multiple times. He explained the trade-offs for different solutions that also includes a service plan but he doesnt pressure you like a salesman. He offers the facts and you get to choose the option that is best fit for your situation. If I could (the online appointment scheduler only shows the available time slots) I would request him for every appliance service call.

Overall, Sears has provided one of the worse experiences in home appliance repair, it took approximately 1.5 months for washing machine repair due to 1st technician failing to diagnose problem and then the motor not being ordered/approved during second technicians visit. Initially the wrong parts were ordered and during the 2nd visit the technician identified within 2 minutes of opening panel that a motor also needed to be replaced due to error codes and informed me he ordered a motor and schedule a new appointment before leaving home. When the technician did not show for the 3rd visit, I was informed that the motor was never ordered, or that the motor was not approved. I had to wait another two weeks for motor to show up. I talked to several individuals in customer service during the process and some said they were addressing the issue only to find out a later nothing had been done as I was led to believe. On 12-9-2024 Harvesa with customer service led me to believe she was resolving the issue only to find out on 12-11-2024 by Isabel that Harvesa did not addressed any of the issues. On 12-19 Harvesa hang up the phone on me after I called to inquire about the status of repair. On 12-19-24 I called back and spoke to Myah and was informed the motor had not been ordered yet. On 12-29-24 I also spoke with Mac and asked for a supervisor to call me back so that I could make management aware of the issues and to try to expedite the shipment of motor since no one else was willing or able to do so. Mac said it would take a day for management to get back with me; I have not heard from Sears management as of 12-26-2024 at 11:55 AM to discuss the issue.

When Alexander arrived, he doubted the red tag placed by centerpoint energy for gas leak and carbon monoxide leak. He then claimed he couldnt pull the oven out far enough to work on it. Finally he claimed he was going to step out to call my home warranty company, Choice Home Warranty. Instead he just drove off without telling me he was leaving and without calling Choice Home Warranty.

The first technician (Wade) that came out 2 different times is an incompetent AC technician. He couldn’t find the issue the first time he was here. The 2nd time he came out, he started that something was leaking and a part had to be ordered and it could take about 10 days to come in and would cost us in excessive of $600. Never heard back from him or Sears until I called. When another technician came out today (Edwin), he was PHENOMENAL!!! Had the issue fixed in about 1.5 hours. I’ve been without AC since Hurricane Beryl…. all because of one person, Wade!! He needs to be fired!!!

They fixed the heating element and thermostat on my dryer. They were able to come 3 hrs early and they were finished in 30 min. My dryer is now working great! They were fast, friendly and amazing so Im so happy!!!

Eduardo was great! He called to let me know thatvhe was on the way and arrived on time!: Herring explained everything that he had to do and was done in a timely manner!

Roy was very nice and helpful. fixed our washer and made sure everything worked properly before he left.

Chandima is a nice man. He is also very professional and answered all my questions, using his vast store of knowledge of his craft. He gave several suggestions and went above and beyond the minimal job, telling me how to care for my refrigerator, should it stop cooling in the future. He told me that the part that Sears took two months to send was packaged with the new compressor that got here only a couple of days after the original order was placed. So I waited two months for no reason, except someone’s lack of experience or knowledge. But not Chandima! He knows everything about his work. Five stars!

The Sears Home Services technician (Roy) provided efficient and professional service during his visit at my home for my Kenmore Washer & Dryer maintenance needs. He was very knowledgeable and honest with his assessment and recommendations for the care and maintenance of my equipment. He arrived on time and completed the work in a timely manner.

Oscar was the third technician we had come to work on the fridge for the same issue-and definitely the best. He went through everything to install the new parts and check if there was anything else going on. He also shared concerns he had about issues he found. We are so grateful for this, because the fridge is still not working so we know now we need a new fridge!

Rude!!!!! Technician Edwin, barks orders and does not even know how to say please. To glue together a PVC pipe they asked for over $500. The technician says because it’s more involved than that but when I asked him to explain to me how involved? He said “just glueing the pipe, then added I even removed the dirt with my finger and that is more than I should have done!”

The tech was very polite and nice it took a while to repair the stove but he got it to work

Edit** Now, 7 months later im receiving a bill saying i didnt pay my full amount and asking for $300 more on top of the $440 i paid for repair. Scam artists. Then they say you cant call billing, can only email them.Old version** Probably worst experience dealing with a company ive ever had. Cant get a hold of a live person on the phone. When you do, they transfer you right back to the automated system. Website doesnt work properly. Tells you to call the automated system, so you cant get anything solved. Wrong part ordered, so extra days doing without. Go with a local small business for appliance repairs. This company doesnt care about you

We are far more than pleased. It is so rare, these days, to find superlative talent and experience in the character of professionalism and customer service. When it happens, praise, recognition and gratitude are not enough. Francisco, put our lives back on track because he is the epitome of refrigerator repair and service. Francisco & Sears have raised the bar and set a new standard.Thank you.The Toomey Family

Called 11 times to confirm and appointment and then they never showed. Rescheduled for the following day and while he was on time, he could not diagnose the issue and left advising he would be back on Monday. In the meantime, the service ticket was closed as completed, even though they could not find the issue with my air conditioning He never showed up on Monday (after living the weekend in Texas with no air conditioning!!). Absolutely horrible service!

The Sears technician (Chandima) was very knowledgeable and very helpful with his honest advice. He was very respectful and honest. Hold on to this one Sears!!!

Our tech Kia was on time. Very polite, very professional. Worked efficiently. Cleaned up after himself. + Was so kind. You are lucky to have a guy like that working for you!

Absolutely the worst experience Ive ever had with a repair. Ive been waiting for them to repair a pump in my dishwasher for over a month. They came out promptly to diagnose it and were scheduled to come back in a week. A week later they did not show up. When I called they admitted that the forgot to order the part. We rescheduled another week after the part was delivered to my home. Another week later they were a no call no show AGAIN! I scheduled another appointment the very next day and no one showed up because the system was down. I now have my 4th appointment and have to take a 4th day off work to be here from 7am-6pm and I suspect no one will show up as well. Worst customer service, refused to let me talk to anyone else and tried to charge me again as a new customer for the service I already paid for. Absolutely do NOT use this company.

Technician arrived around 08:30, excellent considering window was 8-5. Technician was well prepared to attempt to fix my issues. The water dispenser was not working. He was able to unplug the water line and the dispenser is working.He tried to fix the problem that he causes water to collect under the deli drawer. The water freezes and makes use of the deli drawer impossible. Unfortunately he was not able to fix the problem because the problem is caused by an internal component collapsing and blocking the water drain. And he can’t replace the faulty component. The technician believes it’s time to replace the refrigerator.

Kenneth was super professional. He went above and beyond. Explained the problem, solution and even cleaned up all the lint inside and around the dryer. Very pleased, wish I could request him next time rather then get a computer generated service technician.

I did not appreciate having to wait all day on the technician. My window was 8-5. He arrived at 5:05. The technician was very apologetic about the time and he stated that he had another customer after me. I give him a 5 star rating. He was very nice and prepared.

The tech was great. No complaints professional, courteous, and quick. On the other hand the cost of labor has almost doubled in the 3 years since I used sears last so that was a shock & ridiculous! I will shop around next time due to price increase of labor.

He was very pleasant, informative and efficient. Replaced our old, worn out ice maker with a new one. Will definitely use this service again!

Dryer Repair TechnicianVery knowledgeableNice personGreat workCOMPANY:Company Policies suck but not his faultDryer has been in repair for approx. 2 1/2 months . waited for part to be replaced. Now dryer can not be fixed. Should have told me before.Not the first time this happened.

Kia was very knowledgeable and extremely helpful. We are vet appreciative of his efficiency and expertise getting our refrigerator working again.

After 37 weeks of waiting for parts while Sears hunted and then got one of the 6 parts from Amazon and it was defective and had to reorder, fridge was functional for 1.5 days. A door gasket had been misshaped. This last tech remolded it. So, we are waiting while cooling takes place to see if this is the final repair. The service technicians are far greater than Sears Customer Service and Benefits!

Service Tech was excellent and addressed the problem…working great now

Great work..Only been 30 minutes but seems to be working.

Great service technician. However, when calling the 800 customer service number at Sears to ask questions, you never get a live person. No one ever answers the phone ---just stuck in a phone tree. Very frustrating! Appointments are setup through an automation service.

Arrived on time very courteous an excellent knowledge of my problem fix quick and professional

The Technician was nice. Unfortunately, the Service did not fix the clicking. Will need additional service or Washer replacement as this clicking noise is a feature I did not ask for.Thank you. Dorothy Smith 11/19/23

There tech WADE P is horrible he doesnt want to do his job was talking to my wife very disrespectful demanding her what to do so I showed up to the house wanting to talk he didnt wanna get out his van to look at ac said the reason are isnt running cold because thermostat was low on batteries smh so I told him whats with the disrespect he said back tf up buddy or ill use it...

The service tech was awesome the problem i had with sears is the scheduling they need more technicians for the area other than that everything went smoothly.

Very good service technician..He is very polite and efficient.

Kenneth installed the replacement pump on my GE washing machine incredibly fast! Great job!

Technician was friendly and professional. Quickly identified the problem and told us it could not be repaired because there are no parts for it because it is too old

Both technicians arrived at the scheduled time and kept us informed through text about arrival. Very knowledgeable and courteous throughout the repair.

He did nothing. Very Unprofessional. The whole process was a joke. I still do not have water coming out of my dispenser. This Technician lied to me. Do not appreciate liars.

The part came in the mail on Friday. He came the next Monday installed the part ran the washer through the cycles twice and was done! Great job!

The technician Kenneth was awesome. He explained in detail what the issue was with my washer and was able to repair it. The washer is operating correctly now. Thanks

Chuck was extremely professional and knowledgeable. I appreciate his explaining what could be happening to continue shutting my refrigerator off and what to do to prevent it happening again.

The tech guy was very personable, knowledgeable, and even my dog liked him

Eduardo successfully fixed our freezer! He is very knowledgeable and we are pleased with his work and professionalism.

Roy had my washer fixed in no time. Had the parts in his truck. Very knowledgeable guy

I actually was not at my house when the tech came, because I had to work. I had a friend there to meet the tech. My friend said he did a great job.

The tech,Roy was very professional. He knew what he was doing,had my washer fixed in about 7 min.

He was great and very knowledgeable

Our repairman, Nakia-kenya, was on time, very friendly and efficient. We are very pleased with the service.

Technician conducting the services was outstanding & informal. The other patrol of the process is deplorable.

Alexander is awesome and is a PRO, thank you for getting the microwave working sir!

Kevin was very professional and courteous and arrived timely.

Showed up on time, very polite, fixed the issue, cleaned up. I am very pleased.

ONLY this last of three technicians… He got it finally now my refrigerator door actually closes

Great communication and very considerate and helpful.

On time, quick and easy fix!!

Chandima did an excellent job and answered all of my questions. Thanks.

Technician was polite, professional and able to repair on the spot.

Paul did a wonderful job!

Roy is organized and fixed this dryer in this first visit.

Excellent service technicians every time

Very professional explained all of his work

Technician was thorough, knowledgeable, professional and courteous!

Knowledgeable and efficient man.I recommend him.

Very professional and he finally was the one that fixed it

Very helpful and efficient

Sears and Ken we excellent!

Excellent service

Excellent service very knowledgeable .

Tad was an excellent technician!

Amazing work!

Prompt, courteous, knowledgeable

Location is closed

Very polite

Good service