Sears Appliance Repair

"John was the best. Great communication, honest, and forthright. Highly recommended!!"

"Mark was the second service person to come to fix my washer for the same problem. He figured out that there was more to the problem and ordered a replacement part. He also checked further and found the machine needed some other part. AND then he checked the dryer to make sure it was ok! Totally happy and more than satisfied with the service!!"

"I recently had an appointment set up to fix a broiler. On the day of the service, I was instructed that the service technician will arrive between 8-5 pm. Around 4:50pm I contacted the company no immediate reply. Afterwards I got an email that it was cancelled. I wasted 9 hours of my day and the technician couldn’t provide a courtesy call. Then when I called to reschedule , a representative by the name of Jay was inconsiderate and rude. When I shared the experience I had, he looked at the file and mentioned that there must have been a system issue because their company, he then mentioned that there was a communication sent around 10 on the day of the service. He verified my contact information which was correct. He proceeded to say that the cell phone was not provided so there must have been a notification of the cancellation send and insinuating that I did not receive it. When I checked I my email I referenced the 10 am email and told him what it was stated which was the confirmation of the appointment. This representative was asked what cancellation notification then he retracted what he said and mentioned he can’t see the massage. I explained to him that not providing a courtesy call or notification is unprofessional and two forms of contact were provided so there is no excuse. I made an emphasis that I would like to move on and get another schedule. He then asked for the cell phone which I complied the he commented that now you will guarantee that you will get the notification. I emphasized that I did get all the notifications the issue is I did not get the courtesy call or email that the appointment was cancelled. I told him again that I feel that he is making excuses for the lack of professionalism that occurred. I emphasized that I would like to move on and get the appointment set up if he can’t assist me to transfer me with someone else perhaps a manager. Jay the representative said I am helping and I can’t transfer you to a manager you can only be transferred to customer care. He then proceeded to ask if I received an error code he made an emphasis that it’s his job to ask. I told him to hold on to check he then proceeded to state that this is his job to ask and repeated himself with a tone. I asked if he was being snarky and told him I do not appreciate how he is talking to me because I did hear what he said I was getting the information. I told him in a firm voice that I would like to get assistance from the manager he refused and said he can connect me customer care. I said I agreed. When I reached customer care I was bounced around. I called again got a different person who was well mannered and helpful but he also didn’t want to connect me to a manager. I am disappointed in the lack of professionalism of the technician and the representative Jay displayed over the phone. It’s not right to inconvenience your customers for 9 hours and not show up without any form or communication. It is amazing how the representative Jay showed lack empathy, effective communication, and accountability for his actions and the actions of his colleagues. Pointing the blame on your customers or things such as the computer system and making excuses for the behavior of the technician doesn’t resolve the situation nor shows great customer service or accountability. I do not understand why I was not able to be transferred a supervisor I found it strange."

"Technician David communicated well, very knowledgeable. I was very pleased with his service. Thank you"

"Felix was knowledgeable, professional, and easy to talk to. He took extra care to educate and explained what he was doing to my appliance. He is the reason that I pick Sears Appliance repair."