SEAR'S ROEBUCK & CO

My attempt to call their service rep was met with an unsatisfactory response of asking me to call back later.  They  then called me hours after the appointment window expired with the excuse of a systems failure with an offer to reschedule another day.

great!

The sears warranty game.  First never buy a Sears stove/washer without a warranty - you'll get plenty of use out of it.  Bought a top of the line Sears top load washing HE machine.  Had trouble after 6 months and called for warranty repair.  This is how the Sears game is played.  A week after you call a tech comes out - not to make a repair - but to diagnosis.  Then another week passes to get parts worth $300 - wrong part. Then another week passes to get parts another $300 dollars worth - wrong part. Finally after 4 weeks they get the right part and make the repair, missing the obvious water leak.  A month later, I a spot a field mouse in a canoe and call for repair.  Another week passes. This time the tech orders $1,000 worth of parts and rebuilds the entire machine.  Now if you have the type of household where you can go 6 weeks without your appliance get the warranty - I used my back up LG washer when the Kenmore died so no great loss. Now the Sears is the backup.  This has also happened with a Kenmore electric range which took 6 weeks to determine the lower element had died - something I told the technician on the first visit (and even had the part); she replaced the computer three times. 

I had a Sears representative come out to give an estimate on siding for my townhouse in early May 2014.  After reviewing the agreement and pricing other companies I decided to go with Sears.  They were less expensive and have been doing this type of work for a long time.  I thought it was a safe bet.  I really don't feel that way now.  The project manager didn't even contact me about the project until I contacted her at the end of May to inquire about a start date.  Materials came in and the work began two months later on July 14, 2014.  I was under the impression that Sears would be doing the work themselves.  Instead they sent a sub-contractor out for this project.  I was okay with that as long as I got everything that I was told I would get during the estimate.  My townhouse is in the middle of a row of townhouses, so there's only the front and back portions to side...no sides at all.  I emailed Sears on Wednesday, July 16th with concerns that the contractor was moving slow (two days in and only half of the front was even touched and I was told this would be a 3 day project), they were just covering rotten wood (I was told that any rotten wood would be replaced before siding), and the installers really had no clue as to what they were suppose to doing.  I got an email back from the project manager to say she'd spoken with the manger and he'd make sure my concerns were addressed.  Long story short...there were many days the workers never showed up, I never saw them take down any rotten wood and replace it and ever ytime I asked about something they didn't understand a word I said.  What was suppose to be a simple 3 day project didn't end until September 20, 2014...two months later.  A couple of Sears technicians came out after most everything was covered to inspect the work and found several things that needed repair.  They repaired those things and I haven't heard from Sears since, BUT I've gotten a bill for the work.  I am extremely disappointed in this company, how they handled things on this job and with the work itself.  I'm seriously just waiting for a strong wind to come by and blow the siding right off my house.  I have windows to purchase and a deck to build.  Sears will not be considered at all for these jobs!

The salesperson came to us back in May to show us the windows.  Needless to say, there was a lot of talking and promises.  When he found out we wanted to redo our kitchen too, he said he would take it over and have a person who is in charge of that department to contact us.  We waited and waited and nothing ever happened.  Perhaps he was so excited that he got us to sign the contract for the windows he forgot about his other promises.  Windows were installed 2 months later. 3 of the screens were damaged and we were promised they would be replaced within 2 weeks. A window sash was also broken.  4 weeks later a technician came with the 'new' screen.  Well, 2 of the 3 were again broken. We were also promised they would clean the glue mess off the windows left behind from the installers.  This has not happened. After spending $9550 on windows from Sears, we are living with partially broken, completely dirty windows for the entire Summer.  Each time I call the service desk, i am put on hold for 15 minutes (yes, i called 6 times so far and 6 times put on hold).  I guess they are also shocked at the notes in the system.  If you want a complete job at a lower price, do not choose Sears Home Improvement services.

I chose Sears because they've been around for a long time and they advertised that they received the highest award for their carpet cleaning.  I had a coupon and it seemed like a good deal. My original quoted price was around $550 for 3 rooms of carpet cleaning and upholstery cleaning for 2 sofas, 2 chairs, and 2 loveseats, but with all the add-ons (which the technician claimed would guarantee better results), my final bill was $934.  I wanted everything cleaned and opted for the add-ons so that the work would be of the highest quality.  However, it was a rip-off.  I was charged extra to clean the 2 back pillows that were part of the sofa, not decorative.  It would have been silly not to have them cleaned and the rest of the sofa cleaned. An extra $4 per linear foot was charged to clean the carpet to the edge of the walls where dust collects.  Leaving that line of dust on an otherwise cleaned carpet seemed to defeat the purpose of a carpet cleaning.  I understand the extra cost for Scotch Guard until I saw that a liquid mixture was just haphazardly sprayed around.  It turns out the price quoted for grout cleaning was for an area much smaller than my 9' x 9' kitchen.  Why not just be upfront about pricing instead of offering coupons that are deceiving? My furniture and carpets were lightly soiled, in good condition (their notation) so I don't know if they thought they could just do a quick once over.  The kitchen grout needed heavy-duty cleaning.  Turns out after the first cleaning, it was as if it hadn't been done at all.  There was an area that I had cleaned myself with a brush and elbow grease.  Their cleaning didn't even come close.  The tech said he didn't have the right machine and I could call to have it re-done at no cost.  After everything dried, I also saw that the heavy traffic areas of the carpet and 2 chairs and one love seat hadn't been totally cleaned.  When I called to schedule to re-do the service, I was told they were very busy and it would be at least 2 weeks' wait.  Oh no, not if I just spent almost $1000.  Funny how they suddenly had an opening a week later.  Unfortunately, the same 2 technicians were sent.  If they did such a poor job the first time, why send them again?  They arrived both times without proper equipment.  One tech was so lazy and spent most of the time standing around.  When he was left unsupervised to clean the grout on the second visit (while the first tech went to pick up a tool he had forgotten), he stopped working and started playing around on his phone.  Three times I asked him to get back to work.  I finally called Sears to complain and was told a cleaning manager would call me shortly.  It is the following day, and I still haven't heard from this manager.  Bottom line: there are still some areas I am not satisfied with, but I do not want to deal with them again and will just live with it.  The aggravation, frustration, and inconvenience just aren't worth it to me at this point.  Maybe Sears in other areas do good work, but in the Arlington/Alexandria area of Virginia, their quality of work is substandard, as is the technicians they hire.  And their customer service is very poor after you sign up for the service.

Our range died a few days before Thanksgiving.  I called to schedule a repair with Sears and got an appointment for a few days later (day after Thanksgiving).  I was fairly sure it was the main circuit card that blew and knew it would be $250-350.  When I called they offered me an extended warranty.  Since the range was new enough (4 years old), they would offer me a 1 year warranty and the repair would be covered by it.  I agreed.  The repairman came out.  It was the card, but he had none in stock.  It was ordered and due in about a week.  But the computer gave me an appoint on Dec 19 (almost 3 weeks).  The technician told me when the parts arrive to call and I can get an earlier appointment.  So when the parts came in I did so, but no earlier appointment.  If I was a nobody calling for a repair I could have had an appointment in about 2 days.  But because this was now a warranty repair the next available was a few weeks.  When the repairman came, he installed the new card and when plugged in the range the card immediately blew.  This time, they did an "emergency" parts order, about 3 days.  He did come back out on the 24th on his own (the company wouldn't schedule one before Jan 2nd).  This time the repair worked.  The repairman was polite and professional.  But the company behind him is untrustworthy.  Sending bad parts (it was remanufactured), not scheduling appointments, etc.  I would never recommend a warranty from Sears again because of this.

It's the usual thing with Sears.  They may have the best repair people for all I know but since they cannot schedule anything less than a 4 hour block I would never know because I don't have 4 hours to burn waiting for them.

Sears did a really good job on our carpeting. They came out after we picked out what we wanted and they had it all installed in one day. We have used Sears for many things in the past, and they have always done a good job for us.

Sears did a great job for me. The oven was pretty bad off when I called them and I didn't want to have to buy a new one. They came out and cleaned it up so it looked like a brand new one. They were definitely a very honest company and we had a contract with them.

Sears did a good job installing our air conditioning unit. The installers were really friendly. They had my air conditioner installed in no time. They cleaned up after themselves when they were done. They were very respectful to me and my home.

They did a great job installing the new garage door for me. The door works great and we ve had no problems with it. The installer was quick and efficient. He cleaned up well and hauled away the old wood door. He made sure we were happy with how the door worked.

Sears sent someone out the next day after we called. They had one part and had to order another so they came back the following week to do the repair. It had to do with the ice filtration system. We've had no problems since. This was under warranty.

Because of my warranty I didn't have to pay for a service call. The work was very professional and he looked very trustworthy to have in my home. I didn't know what needed to be fixed. I simply told them the oven didn't work, so he brought everything that he could and fixed it the first time out.

This wasn t the first time I had them out to do repairs and like every time before the problem was taken care of smoothly and resolved. The ice maker was giving us trouble and since they worked on it, it has worked like new. They were very professional and considerate servicemen and they did what was needed as quickly as they could. My refrigerator was still under warranty.

The lady Sears sent out to fix my washer was amazing. She got right to work and explained to me what the problem was. She was very polite and knowledgeable at what she did. She was a hardworking woman and I have not had any problems since the repair.

Sears sent out two workers who were wonderful. They were extremely polite and they took the time to explain what the problem was. They are very skilled and knowledgeable. Sears is an excellent company to use as they take care of their products.

I was happy with Sears and they did a great job on my refrigerator, but I felt they were a little high on their price. They got the refrigerator fixed and we have not had any problems with it since, so I guess it was worth the money that we paid. I am on a fixed income and I didn t like spending money like that.

This is just one of many trips Sears has made to our home. We have been calling them for appliance repair for many years and they have always solved the problem with a minimum of effort. The technician arrived promptly, as always and spent about ninety minutes working before it was repaired. He had good manners and did not leave a mess. The ice maker has worked perfectly ever since.

Sears responded quickly to my call. The serviceman was able to tell me what the problem was right away and he also had the part on hand so he was able to fix it right away. He was a very nice man who was so polite. I have had no problems with my freezer since. The work was covered under warranty so there was no cost to me.

Sears did a good job and completed it within one day after we dropped it off. We've used Sears before for tires and feel they're reliable and honest. We've had no problems since with anything they repaired.

These guys were okay and they did what they came out to do. I guess for me no one is perfect so that was the reason for the C's. I felt they were just average, they were not bad, but not perfect. As far as the cost of the repair, my husband took care of that part.

The service guy that came out was super friendly and he explained to me what was wrong with my dishwasher, and what he had to do to fix the problem. He called and set up a time to come do the repair and he showed up when he said he would. Sears was a very customer friendly company. My dishwasher was under warranty.

One of the few things Sears seems to beat everyone else at is putting in door openers. They sell a good product to begin with and they have many years of experience doing this type of service. The technician did not waste any time after arrival and the job was done in less than an hour. He also went through minor testing to make sure it was working properly. I have not had any problems with it since installation.

The technician came over the day after I purchased the opener at Sears. He arrived first thing in the morning, with everything need to do the job. It was amazing how fast he finished (maybe forty five minutes). Then he called me out to show me the reset switch in case of a lightening strike, or if it hit the bumper of my car. This opener is not only much faster than the old one, but it can barely be heard.