This is a horrible company if you want to have direct communication with the person doing the repairs. If anything goes wrong, you will jump from 1-800 numbers to online chat representatives. You will never get a local number or a location that you can visit. This will be the 1-star review that you read and state, "Well, that won't happen to me". Still, I feel compelled to post it. It took Sears 3 months to complete a repair on my refrigerator. During that time, I had to defrost the refrigerator myself on 5 separate occasions or I would not have had a refrigerator at all. Luckily, I had watched the technician do it the first time or I would not have known what to do. When a part did not arrive, Sears was unsympathetic. Sears refused to send out a technician to keep my refrigerator running until the part arrived. I documented all the poor communication that took place over 3 months (lying representatives, canceled appointments without notification, inability to submit a complaint) and I was finally able to submit it to the Sears complaint department. The rep offered me 15% off my next repair. I declined and indicated I would never work with Sears again. It is a shame. I have mostly Kenmore appliances. I always bought Sears tools. No more.