Sears 5400 Meadowood Mall Circle, Reno, NV 89502

"Summary: Bottom line, technician 5*; customer service 1*. initial appointment 12 Feb; repair completed 22 March. Three canceled (or missing) appointments. Ignorant, dismissive, not helpful people at the Sears Home Services phone number. First, let me say this review is about the service not the technician. Joseph was fabulous; knowledgeable and competent. He gets 5 stars. The service from personnel who answer the phone get the one star. They were AWFUL. This appliance repair was worked through a home warranty claim for repair to my dryer. Sears first came to assess the error message/problem on 12 Feb. A part had to be ordered so the follow- up appointment was scheduled for 26 Feb. I received numerous reminders of the appointment (via text and email) in the days before and day of 26 Feb, including a confirmation at 7:12 am. At 9:48, without notice or explanation, I get a email and text stating the appointment had been rescheduled to 08 March. I called in inquire about the cancellation; they were not very helpful, at first not even acknowledging the cancellation. When I pressed (and expressed frustration with this situation) I was finally told that there was not a technician available that day (something they didn’t know at 7:12 am when the appointment was confirmed?). And the first available appointment was 9 business days later, 08 March. On the 7th of March, I realized that I had not been getting the text /email reminders for the upcoming appointment. When I called to inquire they had no record of the appointment despite me having the emailsnd text from the 26th confirming it. (I suspect the person I talked to on the 26th “made it go away” because I was obviously irritated with her and the situation). So again I had to reschedule, this time for the 18th of March (yes, another 10 days). I called the Home Warranty company to give them feedback on Sears and apprise them of the situation. The Home Warranty company said they would escalate it and it would be resolved within 48 hours. I heard nothing from either the Home Warranty company or Sears until the 11th of March when I got an email from the Sears Parts Recovery department wanting to know if I had left over parts not used in the repair and if so I had to return them, and an email stating my appointment got the 18th was canceled. I again called the Home Warranty company. They had no explanation for Sears’ actions and wanted to schedule me with yet another appliance repair provider (Sears was the second one assigned as the first could not diagnose the problem). I implored them to keep Sears as their technician knew what the problem was and the replacement part was sitting in my house (I really did not want to start over again!). The appointment was scheduled with Sears, again, for 22 March. The repair has now, finally, been completed and my dryer seems fine, but dealing with Sears was unsatisfactory. Terrible customer service. I’ll admit I was a bit of a “Karen” when I called on the 7th, but a same day cancellation that was not even initially acknowledged (“all I see is an appointment for the 18th” in a tone that implied I was wrong) was beyond my patience. My subsequent conversations with Sears were pleasant, from my side, but still frustrating. Oh, FYI, when you do have your appointment, the window to expect the technician is 8 am - 5 pm!! Be ready to dedicate an entire day."

"Being able to track the tech’s stops before ours was really helpful to estimate time until arrival. Roger was very patient and helpful."

"nice guy and cleaned up well. wish the job was cheaper but don't we all. he had nine calls to make. The company needs to give this guy a raise for the money he makes them. I like this sears service because i feel i can trust them."

"Joseph was professstional and knowlegeable. Not time to test it! The bigger issue is your 9 hour window. Yes it an issue,a dn would be for you as well! All other vendors will provide a 4 hour window which i will consider next repair!"

"My repair woman was professional, she fixed what was wrong with my stovetop, charged a fair price. I would have her come again to fix anything that was broken!"