Charles Wayne was communicative and helpful explaining what he was testing and way And how things interact.

the technician diagnosed the problem but couldn't get ithe parts. then his supervisor told us that because our microwave was a countertop model , it wasn't covered under our policy. We told you that it was countertop when we called initially! But we were still charged the $100 service fee. TERRIBLE! We strongly complained, to no avail. WE WANT OUR $100 BACK! read more

Nathan was knowledgeable, courteous and professional. He discovered the issue with in minutes. Great service. Kudos

Run! Run as far as you can from this company!! I have tried to get my refrigerator fixed for 2 weeks now. It was easy to schedule- not very fast though; and the technician that came out was very nice, kind and courteous. He diagnosed the "problem", we got the part within 2 days and then he came back and installed it. Within the next 24hrs we realized the fridge was still not cooling. Called back, did a virtual call, and scheduled for the technician to come back; waited all day on the scheduled day and ,even though I was told twice that he was on his way, no one showed. Now, of course I can't speak to a LIVE person about it. What we paid already was over $600 and still have a non-working refrigerator!! Customer service is a joke! All you get is a "bot". I have tried the "contact us", and again, all it is is a robot!! So very angry! They should be ashamed of themselves conducting buisness like this. read more

great service!!!! Thank you so much, Charles! We appreciate your persistence! So thankful we were able to have the repair done as promptly as possible. read more

Quality, experienced, polite, clean, efficient On time, communicated very well in arrival time and length of time to complete task read more

Technician was knowledgeable, polite, and absolutely fantastic! He diagnosed the problem, ordered proper parts, and returned to fix everything. I had great confidence in his work! Definitely grateful for Charlie! read more

the technician came and rang the door bel. I opened it and greeted him. he came in and asked for the furnace. I told him it was in the garage. he asked for the thermostat. I told him it was in the living room. he went there and looked at it. then he took out his phone and ask for the $100. I told him I know I have to pay you $100 for the evaluation and diagnosis so I'll pay when you are done. he said he won't do anything unless I pay first. I told him that is not acceptable to walk in here and ask for $100 without even looking at why you are here. he said he would leave without the payment and left. He did not even identify himself. walked in the house without wearing anything like other reps from this same company had done. he was rude and very professional. I called Sears Home and they could not do anything at the moment. very disappointed. read more

I will never allow American Home Shield to assign my service to Sears Appliance Repair again. They have terrible scheduling, you can't reach a person when you call, they have no problem rescheduling with very little notice and arrive late if they don't reschedule. read more

on time and great service great price I will call again for next service Thank you Thabk you. Thank you Thank you athank you read more

great service, nice and honest service tech. we had to replace a few things on our fridge and he did it quickly. it was a bit expensive but worth it. read more

No good. Avoid Sears, A& N and any company contracted out for maintenance agreements from big box sores. Al left with a part delivered to my house and never did the repair. read more

He was very knowledgeable and I very much appreciated his service! The parts that were sent out were not needed and he took care of the return and refund! read more

when I made the appointment I spoke with someone letting them know exactly what code that was coming up on my oven to let the technician know what part they would need to bring out. I had given the person on the phone the make and model number of the oven prior to the appointment. when the technician arrived he let me know that the parts for my oven are no longer made and I was still charged the service call. I also told the person on the phone that the time frame 7 AM-6PM was too big of a window and I needed after 12:00 in the afternoon. I was then told it wouldn't be a problem. My response to that was good because no one would be home and I have Rottweilers that I would have to lock up. well the technician arrived a little after 8AM. I AM NOT IMPRESSED read more

Leon was punctual and did a very efficient job. Scheduling was easy and appreciated the opportunities for earlier appointment dates.

Awesome Tech! work completed in time frame promised. Communication was impeccable! Highly recommended!!

They were contracted through AHS so logistics took a little middle-man work. Once that was ironed out, I was very impressed with their professionalism, attention to detail, customer care, service and authenticity. They will not screw you over, which is rare these days. Money well-spent. Highly recommend. read more

Surprisingly quick to return service on the weekend. This is very unusual. Next day service and I would call them again

Charles was great when he came to fix the dishwasher. He was able to get it fixed quickly now that the right part was ordered. However, it took about 2 months and 5 reschedules to finally get my appliance fixed. A part was sent before anyone ever came to look at the dishwasher, my initial appt was canceled because apparently I needed to tell them when the part arrived and was not told that. The next appt the guy came and looked at it to find they didn't order the correct part, so he ordered what was needed and rescheduled us again. That rescheduled appt was rescheduled after I sat all day waiting. Then the reschedule of that reschedule had to be rescheduled. Needless to say I'm glad it was a warranty fix and I did not have to pay out of pocket as this process was very aggravating. read more

On time and friendly. Was thorough and completed his task. So, we are satisfied. Why I need to have 85 characters before sending this off has pissed me off though. read more

Fast forward April, 2024. The refrigerator started leaking and freezing up again in March. By this time it was out of the protection plan and Sears would not guarantee the repair they did in January. In fact, Leon was the 3rd repairman from Sears to work on this same problem since May of 2022. Now have (had) washer with a protection plan and Sears sent Leon. He misdiagnosed the problem and had to order the part 3 times over 2 months, because they all arrived broken in the box. He became unresponsive and uncooperative and Best Buy refused to authorized another repair service and was forced to trash a washer that was less than 2 years old and could have easily been fixed by someone who knew what they were doing. You CAN NOT get a human on the phone with this company and they are unresponsive to emails so don't waste your time sending them. My advice, before you purchase any protection plan from any retailer, ask who they contract with or consider an "approved provider". If Sears is the answer, run, don't walk away. read more

Well, considering the circumstances and based on our situation..I think there was definitely a lack communication between the Sears dispatcher and the tech and obviously, I was also given misinformation regarding my actual set appointment date and specifically time-frames indicated. A complete and total miscommunication.......I was and I m definitely not satisfied and very disappointed.....in the entire process..In addition, my refrigerator was not repaired n finally was not given a resolution.... Nonetheless, Kevin is definitely a big plus....for Sears..but not the other end or the dispatcher.... read more

Our oven died 6 weeks before Thanksgiving. arranged for Sears to come out. They had to make multiple trips but did get the oven fixed in time for us to cook the turkey. I really appreciated how the techs got us scheduled early on the last day and how the kept me informed the whole time read more

Review from 3/28/24. Tech did not run any diagnostic tests on the machine. He unscrewed the lock on top, watched the water run in the tub. He did not listen to the dasher click, he did not watch the machine not spin water out of my machine. My washer is still not working properly. He advised us not to use detergent pods, they get stuck under dasher. He gave advice, not using any tech advice to repair machine. My machine is stii not fixed. I signed form, because he indicated my machine was fixed. I am not a repair person. Clients have to depend on your trained techs to accept a correct repair. read more

I suspected I knew the problem, had the replacement part ready. The guy wouldn't replace it.

Unfortunately the service quality doesn't even come close to the Sears of old. It's no longer owned by Sears but bought the name. We made the mistake of calling them to repair our washer. The service technician diagnosed the problem correctly but ordered the wrong part, never came back to fix it. we had to pay in advance and we were out over $300. We hired someone else who fixed it immediately for less than $200. We called to get our money back but could never reach a person. We had an endless loop of AI asking if the part had arrived. It never did because Sears cancelled the part when they realized they ordered the wrong one. Then AI said call back when the part comes in. On top of it, Sears disputed our Discover bill and Discover bought their phony receipt. So we are out $300. Never again will I trust Sears Home Services. Use Top Notch Appliance Repair if you are in Northern VA. read more

Obviously didn't read the reviews ahead of time. Scheduled service and then the tech never came even though I had a house closing depending on it. They have a complicated phone tree leading to a call center outside the US and it took me multiple attempts to reach a real person, who wanted to reschedule me then for weeks later. Do not even bother with this company. read more

Our technician arrived promptly and worked efficiently on our clothes dryer that needed a new belt. He was courteous and knowledgeable. Thank you!! read more

I almost didn't call this company after seeing only 3 awful reviews here. Then I saw many positive reviews on the company's website. I'm not naive; I realize they can manipulate their website however they want. But I needed an oven repair so I decided to risk it. My experience was very good. The repair guy seemed to know what he was doing and appeared very knowledgeable. Oven was fixed in under an hour. My only quibble is that the window they give you for the tech arrival is 8 a.m. to 5 p.m. -- seems like they could at least break it into morning or afternoon. You get an update first thing in the morning but meanwhile you have to wipe your whole schedule clean for the day. I was third in line; tech arrived around 11 and was done by noon. I would absolutely call them again if my Sears oven needed another repair. read more

We scheduled a repair visit for our refrigerator 9-11-2019 between 8 and 5. We were told if they tech ran late they would call us. We got the call after 5:00 and were told there was no way he could make it today and we would have to reschedule the appointment. The tech went on to say he could not hold it to make us next in line to get repair service that we would have to call for another appointment. Called to reschedule, the earliest a new appointment could be made is the 26th. Terrible service and no service recovery for them breaking the appointment. What a waste of time and now, event if they could come out, I doubt they can be trusted to tell the truth what's wrong with the refrigerator. read more

Service tec did a great job but put the wrong notes back to the company. He said that the refrigerator was not repairable and need a new one. When I called they said I need another tec. But I think it would be better to call the tec and his boss to save me another 2 weeks and unnecessary trip for another tec. I need someone from tec support to call me back. read more

If I could give this review a zero I would, have paid for Sears home warranty service for over a year. My refrigerator broke down and I scheduled a service. The technician proceeded to explain how he is the only person that fixes refrigerators in this area. Explained he didn't really know a lot about Whirlpool refrigerators. Ordered parts and made an appointment for 10 days out. Never shows up for the appointment karma was told he was a no call and no-show for work. They rescheduled for another 10 days out, no-show for that appointment also. I've canceled my Sears home warranty. Horrible service! read more

WORST SERVICE EVER!!! Do not use Sears. We will no longer buy sears products because of the way they handled our repair appointment. Our refrigerator was not cooling properly and we had to wait 10 days for the appointment that was supposed to be between eight and five today. We received multiple confirmations of this appointment via text phone and email. Even as of this morning the appointment was still showing 8-5 PM. However later in the day the appointment was changed online to show the technician would arrive between 630 and 8:30 PM. That still would've been OK but at 6:30 I checked again online and it says appointment was rescheduled to July 15 which is almost 3 weeks from the original appointment day. We received no phone calls to alert us about this and I took the entire day off from work to wait for the technician. When I called the service department they said the reason it needed to be rescheduled is because they overbooked the technician How can you run a company like this? This is the worst service I have ever had in the 60 years I've been on this earth. We will now no longer buy any Sears products, and understand the reason you guys might be going out of business! Unbelievably poor service. read more

Terrible customer service. They failed to show up during the appointment window (which they had confirmed via email the night before). They hung up on me 4 times when I called to find out what was going on. When a repairman showed up 6 hours late, as I was walking out the door to an appointment, he yelled at me and threatened to call the police on me (for what I'm still not sure). I will never call Sears repair again. read more

We scheduled for Sears to come out and fix our Kenmore Elite ice maker. The original appointment took ten days and we had to be home from 8am-5pm. The diagnosis was incorrect and we paid for a new icemaker. The next day we still had no ice. We were able to get a tech to come back out the next day and he said it may be a different part that needs to be replaced and there wouldnt be charge. Thing is the 2nd part is much less expensive. They ordered the part and rescheduled for 2 weeks later to come back and replace that part. With another apointment from 8am-5pm, My wife stayed at home that entire day and no one showed up. When she called to find out what was going on, we were told that the tech had been in an accident. No one bothered to call us to let us know this. Further, that appointment was rescheduled for two more weeks out with an appt window of 8am-5pm. I have reached out to customer service and have had no reasonable response. I asked for my money to be refunded from the original botched diagnosis, so I could call another service company and get my ice maker fixed. Customer service escalated this to the regional service management and it has been a week and I havent heard a word from anyone. I am absolutely beside myself. This is the worst service I have ever experienced on any level and I will never, ever use this poor excuse of a service company again. 6+ weeks without ice. read more

Terrible service and communication. DO NOT waste your time with Sears. It is a shame that the Sears, once a well respected brand, has been run into the ground. I scheduled an appointment for refrigerator repair and was given an 8AM- 12PM window. I received a call at 7:30 from the technician indicating that he had a busy day but would make it. He never showed up or called. The 1-800 number was useless since they couldn't hold of him or the dispatcher. Truly disappointing. Really- don't waste your time. read more

I wish I could give them zero stars. I scheduled a repair visit, 10 days in the future, for my washing machine. I was given a choice of time slots and I chose between 8 AM and Noon. I received several email reminders of my upcoming appointment. I was definitely on their schedule. I took the day off work to deal with this. I was up early in case the service tech actually came at 8. My first call to the Sears number provided was at 12:15 to ask where the tech was. I made 3 more calls afterward, the last being at 4 PM. All they could tell me was that their system showed that the tech had been "dispatched" and they would send him a message telling the tech to call me. Needless to say I never saw or heard from any service tech. They had no way of finding out what was happening. I had planned to use half the day off to run errands and take care of business. Instead, I spent the whole day waiting for a repairman who never came and my machine is still broken. I will never, ever use this service again! read more