When you first call Sears Home Repair, you feel like a valued customer – they seem so nice and accommodating. But that’s about where it ends.in May our washing machine stopped draining and was giving an error code. We called Sears to schedule an appointment. 3 days later was the next available appointment; but we decided to go ahead with it figuring that the long wait time was due to Memorial Day holiday. On the day of the appointment, we waited and waited and waited. We were given the window of 8am to 5pm which meant that my husband had to take an ENTIRE day of work off to wait for the repairman. We called Sears Repair numerous times throughout the day to check on the status of the appointment only to be told that it was still active and to keep waiting.By the time I got home from work at 5:30, still no repair and no call from anyone. We called Sears Repair once again and were told that the repairman had called our home and no one answered… that was a lie. Finally, by 6:00 PM, we were told that the repairman had a flat tire and would not be coming out. So, the next available appointment… 3 more days! We waited again and took off another day of work. Finally, the repairman came and worked on the washer. He fixed the drain problem and thought that would solve it. That night, the washer stopped working again. So we called Sears to schedule another repair appt since they give a 90 day guarantee on their work. Appointment #3 — the technician could not find the error. He seemed knowledgeable and was very courteous; just couldn’t figure it out. At that time we purchased a warranty since we knew it was not fixed and would probably need another service call. Sure enough, the next day, the washer stopped with the same error code. We called Sears Repair again to schedule ANOTHER repair appointment.By this time, we were in to the beginning of July. The next technician came (even though we asked for the same one) and could not figure it out. So, he ordered a bunch of parts - valves and switches - hoping that would solve the issue. He came back a week later (appointment #4) and replaced the parts…. Still did not solve the problem. So, this time he ordered an electronic part and scheduled an appointment for the next week to come back and install. It has now been 14 days since the part was supposedly ordered and we have had 2 appointments cancelled because the part has not come in. After many phone calls to Sears Repair, we were told that the part is on back order and is not available. Someone from the parts department would call us within 24 hours…. That was 2 days ago… no phone call! So, I called again this morning (7/24) and was told that they are still looking for the part and that the estimated delivery date will be August 17! THEN I can schedule another appointment. I asked to speak to someone in the Parts Dept. Again, but was told that I needed to call back and they did not have a phone number to give me. This is UNACCEPTABLE! I have had a broken washing machine for over 2 months… and now I have to wait another month to be repaired?!? If I didn’t have a warranty with Sears I would have left a long time ago. The technicians are courteous and professional and I realize it is not their fault. However, Sears Repair customer service representatives and their policies are ridiculous. They bounce you around and have “canned” lines that they say to make you feel valued. But it comes across very fake and the disrespectful. The policy of “next available appointment” being 3 days out when mine was cancelled on their account is poor customer service. We should have been given priority. And a window of 8AM – 5 PM is ridiculous. Do they not realize that people work and cannot always take an ENTIRE day off to wait for a repairman? I am so frustrated with this company and would not recommend using them!!
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