Service person arrived, plugged in fridge and said compressor is broken . No testing, didn't even open tool backpack. Scolded me for unplugging fridge. Said would cost $1,300 to repair. Then tried to sell insurance. Paid $113 for repair man to sell insurance. Won't call sears again. read more

difficult to speak to service repres/agent, book appointment, Links sent to make changes are dead ends. cant get a human to resolve issues. read more

The Technician couldn't find anything wrong with my refrigerator. It wasn't working on Sunday but I couldn't get them to come on that day. So by the time they came the next day, the problem wasn't displaying itself anymore. But it may happen again at another inconvenient time. The Technician appeared competent and knowledgeable. He answered all my questions. read more

Mr Junny from Sears Blue Crew took great care of us. We have a 2004 Kenmore Elite (side-by-side) refrigerator that has had zero issues until now. The temps started going up and we could not get them to reset, so we called the Blue Crew for an appt. The appt was the very next day. Mr Junny arrived, completed the checks, then let us know the compressor had failed. He had to drive to the Mapunapuna shop for parts, then came back, and completed the repairs. Total cost less than $600. Given the price of a comparable model in 2023, we saved quite a lot. Thank you Mr Junny! read more

A MINUS 5 Star would be more appropriate. It is the worst example of customer relations I have ever experienced. And the actual service technician also receives a MINUS 5 Stars. Our icemaker is "under warranty". The technician has tried to fix it SIX TIMES, but it still does not work. Yesterday, the technician didn't show up. And she had the audacity to say that "we were not home." WRONG The ill-mannered, robotic call service is of no assistance. I spent a total of nearly speaking (or on hold) to several people for 2 hours. There is absolutely NO resolution other than to book yet another service appointment to verify that the icemaker is irreparable. (The technician has said this but evidently did not put it in the correct form.) Perhaps the technician wants to continue to get paid!!! It is only possible to find a person with whom to speak that has authority. I guess the Better Business Bureau is my next step. read more

correction - the technicians name was JUNNY. As I said, he was great, and took the time to complete all repairs and explain how I can prevent further problems. I would recommend any day. read more

Andrew arrived well within the scheduled time frame, called in advance and diagnosed the problem. He had the parts with him, gave me an estimate (which was very reasonable), and fixed the problem in less than 1/2 an hour. He then did a second diagnostic test to confirm the problem was corrected, showed me the parts and what was wrong, and cleaned up before he left. Overall, an excellent experience! read more

Lani is the best. Always provides great service & very professional. Very prompt & efficient

ZERO STARS!!! My water heater has been out since 11/11/22. We've called for a repair guy numerous times throughout the weeks and keep getting told they don't have a technician to send out. At first it started out that we had to wait a certain amount of days to start a case. 5 days and they told us the same thing. 10 days go by and they now tell us they don't have a technician to send out. From there our calls just keeps getting transferred to one department to the next. Water heater dept, agreement protection dept, benefits depart... and so on. EVERY dept saying it's another dept that handles this and they can't do anything about it. At one point we're told since they can't send out a repair man, the next step would be to replace it. Then they say you need an approval before they can start the process to issue a new heater from the Protection Agreement dept. The agreement dept than says it would have to be approved by the benefits dept. NO ONE KNOW WHAT THE HELL THEY'RE DOING. At one point there was a reference number for the case that they've opened. Next time I called they said the case was closed! FU*KIN INCOMPETENT PEOPLE! I finally speak to someone who tells be that a tech "HAS TO COME OUT" to see it first before the replacement can be issued. In the mean time we can rent out a 3rd party repair service and they will reimburse us for that. Oh the other hand the worker tell's me only 25 % of the service will be covered. Another option, we can get a $50 service credit. My last question before hanging up was so.."the service of the outside party and parts would be covered?" She replies "Yes". I called back today to confirm what the lady had told me because I didn't trust it 100%. There enough once I called the guy, he tells me you need an approval to get a 3rd party reimbursement. The women who provided me the information said nothing of the such. Half the people answering the phones are from 3rd world countries and barely speak proper English. EVERYTHING NEEDS AN APPROVAL FIRST, BUT NO ONE IS ABLE TO ISSUE IT!?!?!?! It's almost been going on for 1 MONTH and still NO HOT WATER and still paying for the heater bill. Do you know how difficult it is to have to boil water every time you want to take a shower. I live with my elderly parent's and have a tenant. My parent's alone already have a hard time being able to complete everyday tasks. PLUS it's becoming winter time and the weather is just gonna keep getting older. They should have CLOSED their services once the stores closed down here in Hawai'i since they don't have anyone to fulfill the job! read more

Replace ice/water dispenser to my freezer. She was on time and quick. This is why we have a Sears Appliance Repair account.

Jeremiah was very professional: the morning of our appointment day, he called and updated us. He was courteous and answered our questions. He did a thorough evaluation and informed us that he did not need to replace the clothes dryer parts that were shipped to us and that he would return them. Thank you Jeremiah! read more

Excellent service provided by Cornelius. Punctual, neat and answered all my questions.

This is the very first time that I was able to schedule a same day repair appointment, that the tech actually had the part readily available, and was able to quickly fix my freezer. It was cold and making ice by the next day read more

Technition was professional and an expert. Repair was completed within 20 min. Super nice and friendly too.

Washer is still not working and need the technician again to fix it. It's been a long long time since the washer was working in January. I think this the 3rd time a technician visited. He installed the ordered parts and it still does not work. It's always for a different problem. Can the washer be replaced? read more

Professional, courteous and knowledgeable. The dishwasher is fixed and working well! Thank you very much!

He was on time to the time posted in the morning. That was for the 8-5 window showed up around 1:40 as the morning email indicated. He was a very professional nice guy. Don't understand the need for an 8 hour window. Plus I had told them what was wrong machine wouldn't start. Uploaded pics and model number etc. They've been through this what, millions of times? So how come they couldn't figure it's probably a circuit board. Then Ryan tells me he has to order it, it'll cost $1100 and take 8-10 days till my washer is fixed. I mean they can't have some on hand. I tell him to forget it run down to Lowe's find the 100% same machine and color so it matches dryer and buy it for $739. WTF, there's zero logic to the pricing. Only giving 5 stars because the actual mechanic was good and informative. read more

JUNNY was very professional, courteous, neat and clean. He was very efficient working quickly to complete the repair. He showed his concern for me as a customer. He first diagnosed the problem with test modes and knew exactly what parts had to be replaced. One part was back ordered but JUNNY ordered the part and retuned in a week to replace the part. My fridge is now 34 degrees cold all the time no more spoiled food. Best repair tech ever. read more

2nd technician was able to fix the problem. It two separate visits to get the issue resolve.

I was happy to get Richard ( the same person who diagnosed the problem) again. He was very through in repairing my refrigerator. He is an asset to the Sears service brand. read more

Machine was not fixed after the repairman left. It was doing the same thing. It was doing before I gave up and bought a new machine. And I'm going to be canceling this plan. read more

Great product knowledge and patience. Very personable and polite. Had to wait several weeks for the service but was well worth the wait and $Repair cost! read more

Great job Charles. Water dispenser works great. Thank you for your professional servic.

Expert-level repair, quality customer service, Junny is very competent at both refrigerators and dishwashers, fixed complex repairs in minimal time, highly recommended read more

Very good customer service. It's easy to make an appointment and the for the value is reasonable.

Don't ever use sears. Called and gave them the brand, serial no. And model no. And told them we need a new gasket. He came and had no info and said he had to get all the info we gave them. Looked at the refrig and said, we have no part but we had to pay $114 for the house call. CROOKS!!!!! read more

Thank You for completing your service appointments, thank you for your quick return and appreciate your consistency. We both appreciate it.

Kenneth customer service is awesome! Its the company call center and benefits that needs to be fixed. Using foreign country service that can barely understand hurts the company in the crappy customer service being provided by them. I feel sorry for Ken because he has to deal with all the complaints from customers because of the incompetence of the people answering the phone calls to schedule appointments and also the benefits department. I asked for a supervisor or manager to call back numerous of times to the people answering the phone and no one ever called back. Your system for appointments needs to change and the process to escalate issues need to be fixed. The technician performing the service is not the problem its the supposed customer service call center that is the major down fall. Language barrier of understanding frustrating to have to keep repeating yourself so they understand. Mahalo Kenneth for taking care of us as best as you can! read more

On time, very professional and quick to respond to our appliance service. Our technician helped resolve our problem in a timely matter.

I totally was so happy to see the tech coming today to repair my washer. She was friendly hospitable. Just awesome. I think her answers very much. read more

Need to improve speaking with a live customer service representative who lives work and speaks the English language

Our kenmore laundry center has 5 year warranty. They have taken 3 repairs in 1-1/2 months and can't fix it. Called to have it replaced and gave me another repair date instead,3 weeks later. They don't want to replace the unit, just dragging the repair dates. Meanwhile I have no washer or dryer. Please don't buy anything from Sears.com and their protection agreements. THIS IS A SCAM Don't do any business with Sears. Complete ripoff company read more

We received quick and excellent service! The repairman were also very friendly and efficient.

Sears and their appliance repair is the absolute worst! They have lost my business forever due to selling appliances that do not last long and when you request service, they get misdiagnosed, parts are unavailable and it retakes way too long to resolve the issue. I've been trying to get a refrigerator (under one year old) repaired for nearly a month and I'm looking at another two weeks until the parts arrive angle the issue fixed. I've been living out of coolers since 4/28 (nearly 4 weeks) and I feel this is unacceptable. Had I purchased the fridge from Costco or anywhere, I would have been able to simply return it and have it replaced weeks ago. Once again, Sears has lost my business and I encourage anyone reading this to consider purchasing your appliances elsewhere!!! read more

The tech came in, saw the fridge was cold at the moment and declared there was nothing he could do. He did not perform any tests. He did not check any parts or places. He did not even look at anything beyond seeing it was cold at the moment. We told him it had been running off and on, going from cold one moment and then stopping long enough for the temperature to run to nearly warm. We had to throw out an entire fridge full of meats and dairy, fresh and cooked foods. The tech was here less than 3 minutes. And left. read more

This was the best service we have received. The technician was friendly; parts were received in a timely manner; and the appliance is working well. read more

Junny was very efficient. He answered all of my questions with direct answers which told me he's very knowledgeable. He left my freezer cleaner than when he started and even gave me helpful hints! read more

I explained my ice maker not making ice so technician checks n said needed to be replaced. After replacing & charging about $500, still no ice after 2 days. Another technician checks n said compressor needs to be changed, cost $2500. I refused as it's cheaper to get a new one that I bought elsewhere. So much wasted time read more

My comment IS NOT about the work Taylor did for us. Taylor is an experienced technician and asset to the Sears appliance repair team. He is also very affable has a good customer appeal. His work is without question. My low ranking comes from the scheduling and payment system. I am the property manager for 68 units in a Waikik condominium building. We have refrigerators, ovens, dishwashers, dryers and washers in every room. If If we can create a reliable working relationship, I will be a regular appliance repair customer. Occasionally, we have three or four appliances get sick at the same time. It would be great to be able to make one call and set everything up so a technician can come and do three of four jobs at one location, maximizing his time and getting reliable money for the company. I called Elite Appliance Inc. (808) 468-6878. Their ads all talk about "same day service" and even "same day repair". Going through their phone system got me connected to Sears. When I did my first appointment last week, the human that I spoke to assured me that my card info would be attached to my name profile so whenever I made an appointment, everything would be ready. Because I am the property manager, I am authorized by the 68 owners to take care of this kind of work on their behalf. Each unit was designed and appointed in it's own time by the owner. Appliances can drop out at anytime. With all the other vendors that I have coming in on a weekly basis, including plumbing, electrician, AC repair, window treatment repair and so on, the vendors are able to give me an invoice (at the time of completion, or later via email) which I give to my accounting department who makes a check for the work. It seems like your system may be geared for separate residences. Is there someone I can please speak with to crate this form of B to B business arrangement? I look forward to contact from your organization. MahalO! read more

I have only ever purchased Sears Kenmore appliances, as did my parents. These days, however, loyalty counts for nothing. My 11-year-old range had a problem with a burner coil, as it would not turn off. I waited until there was a 20% off parts and labor coupon and scheduled an appointment. The next available was about a week and a half away, from 1 - 5 p.m., on a Wednesday. I took 5 hours of vacation time. The technician arrived at 4:30 p.m. He was late because someone squeezed in a last minute service request in Waikiki. To make matters worse, he had a loaner truck with no parts because his regular truck did not pass its safety inspection that morning. Because it was so late, he had a hard time getting someone on the phone to tell him how much the replacement part would cost and if it was in stock. Fortunately the part was available but he would have to come back and fix it at a later date. If he had his regular truck, it is likely he could have fixed it then and there. He was kind enough to add me to the schedule on Saturday. Hey, a few days later, not too bad, at least I wouldn't have to take more vacation time. I would not be charged for two visits, just one. It's Friday morning. I get a robo-call that says my appointment for Saturday has been cancelled and I need to reschedule. I was pissed and unable to get a human being when I called. I went online and scheduled for the next Saturday but I was still angry so I did a live chat. I wanted to pay only the $99 diagnostic fee and nothing else. I felt that was appropriate for all the hassles. The person at customer service said he could not do that; the best he could do was put a bunch of points on my card so I would get a $50 credit at a store. Still pissed about all this. There's no guarantee someone will show up next Saturday. The Sears store near me closed awhile ago. These days I have to take two buses and a long ride to get to the nearest store, to go to a neighbor island or the continental US. Not happy at all. read more