Sears Service Centers & Repair

it was done professionally

Everything went well.

When they delivered the refrigerator it was damaged, so I had them return it and I chose not to get another one. When they delivered the washer and dryer they didn't hook it up properly and when I went to use the washer, there was no water. They also flipped the dryer door, so it would open the opposite way, and when they did they stripped the screws and had to send it back and then they sent me a new one.

They soonest date available was over a week out, but I made the appointment anyway and waited. I also called Sears a couple days before my appt and asked the a Samsung expert as two other companies had already tried to fix my washer without success. The Sears technician was supposed to be here between 3 and 6pm. At 6:30 I contacted Sears to find out where the tech was. My appointment had been rescheduled by the technician for another 2 1/2 weeks out. Really?! I cancelled and will call someone else.

I use Sears. We had them out here for appliance cleaning.

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I will never again buy or get service from this once great company.
  Ordered a dryer + parts on 11/2/13. 1st ?your order is ready? e mail came on 11/3/13 that was for the hose and other parts. 2nd ?your order is ready? email arrived on 11/5/13 for dryer & propane converter. 11/9/13 took out old dryer and drove 35 miles to get dryer, converter, + the rest. OOPS, no dryer, email sent in error. Told to wait for another ?your order is ready? email. It never came. No dryer, but Sears charged credit card (not a Sears card & the only charge on card) we got the bill, but no dryer. I called many numbers/transfers on 11/18/13, sure enough dryer + converter is at store. Again we go to pick it up, they couldn?t find the propane thing, my husband said he wasn?t leaving until he got everything to install dryer. So this manager went and brought out a propane kit. We had to hire a service guy to install propane kit, wrong kit - it won?t work on our dryer. This brand new dryer is now completely torn apart, in pieces. I called Sears, explained we were given the wrong part, she says she can ship it, we?ll get it in 3-5 days, cost $10.99 for part, it?s the size of a pencil eraser, and $79.99 shipping! Outrageous!!!! Sears mistake in the 1st place and they?ll charge me $80 in shipping? Husband got in car and actually found the right part at another SEars store. But he couldn't return the wrong propane kit because his receipt was for another kit. Duh!Had to have repairman out a 2nd time ( came back the same day) he installed the right part at a total cost of $128.40 for labor + $10.99 for part (twice as we had to buy 2 propane kits). How much would it have cost through Sears? How long and would if it have ever been done yet? Plus the local repairman actually installed the new parts we had gotten.  Yeah! Thank goodness my husband picked dryer up from store and we had a local guy to install it, so our nightmare was short lived. We will not call Sears for service no matter what. I am done with them. After reading other people?s problems on Sears Facebook page, Sears Community page and others with this company, I feel silly even complaining anymore about what we went through. I don?t expect too much out of this Kenmore dryer for long anyway. I just hope it doesn?t catch on fire. I?ll never let it run when I?m not home, for sure. And I will never call them for service.

Our gas stove which was originally purchased at Sears lost the ability to control the heat in the oven. Thinking that Sears could service what they sold we called Sears. The earliest appointment we could get was two weeks away "between noon and 5 PM". The initial repairman diagnosed a bad control and thermocouple. Then we were told the part would be ordered and sent to us and a second appointment was made for two weeks later "between noon and 5 PM". Before the diagnosing repairman left we had to pay for the repair in full. Two weeks later another guy showed up who could barely speak English and took two and a half hours to install the new control and thermocouple, a task he told us he was supposed to complete in 30 minutes. During his stay he cut his fingers several times and we had to supply bandaids. Finally he finished and left - it took a month to get the repair done, $270.00 and a whole day lost from work.
Within three weeks after the repair the oven began spontaneously lighting on its own. We weren't going to wait another month for Sears to botch another repair so we called a local service company that told us that it was the igniter that was defective and the control probably should not have been replaced. No more Sears appliances for us!

Was an absolutely HORRIBLE experience.  Repairs are scheduled to be done 08/24 between 8:00am and 12 noon.  I have no choice!

Scheduling to get someone here to fix our washer was 2 days out.  When I scheduled it they said for $279 they would sell me a service plan and if they couldn't fix it they would give me $500 towards a new washing machine.  I figured house call, parts, it's going to be about that anyway so sign me up.  Two days later a service tech comes out and says you need parts A, B, and C.  We have to order them and it will be a week.  But, if the parts show up here early give me a call and I'll try to work you in early.  Waiting a week was not exactly what we had in mind but ok. 4 days later the parts are here and he works us in between 1 and 5.  He got at 7pm and worked on it until 8:15.  He comes out and says, I guess it wasn't parts A,B, and C.  You have a bad transmission and it will be another week.  Now I'm just angry.  I would have rather taken my $300 and gone to buy a new washer for all the trouble these jackwagons have caused me.10 days later:  The parts are here...again. They said 10 days ago that they would be here on thursday.  No more details, that's it.  Thursday comes around and I think "they call ahead and I don't work far away.  I will go to work and come home when they call.  In the mean time my wife and daughter will be home too."  I get to work, make coffee, don't even sit down and the phone rings.  "I'm in front of your house he says."  "Umm...let me give me wife a heads up and I'll be on my way."  My wife is breast feeding our daughter and can't answer the door.  He calls back and says there is no answer.  I explain the situation and tell him I'm 15 minutes out.  He says "I'm not waiting around all day."  I get here and he has sent his helper off to another job and looks at me and says.  "I'd like to know what the deal is?  I've been here for half an hour!"  Really?  Two weeks and no washing machine, with an infant, because parts logistics at Sears is still back in the 1980s and their technicians can't properly diagnose the problem the first time they are out.  It's a washing machine not a rocket ship! So you might wonder, "that must have been over $500.  Why not just give you the $500 and be done with it?"  Good question.  Total in parts was over $600 and they didn't tell me what labor costs.  Evidently they are going to fight with Maytag over warranty so maybe that drops parts down $200.  Add labor and the math still doesn't work out.  My experience with Sears repair (a&e factory service) is one of repeated incompetence and attitude.  I do not recommend for anyone!

The washer and dryer were both old units and the guy came in and fixed them and they working now. I called Sears because I didn't know anybody else and they were the ones that came to my mind. The only problem I had was with the person on the phone when I scheduled the appointment. It sounded like the person might have been overseas and you could tell that she had an accent. She had a hard time understanding me sometimes, but once I explained it to her, she had the appointment right and everything. They called me to say that they were coming, and they did come.