Sears home services
Kenmore Elite Washer Repair Delayed by Missed Technician Visits

I absolutely will not select Sears nor recommend anyone I know to use Sears home repair services. Sears home repair service is absolutely the worst I have ever experienced. My home warranty selected Sears to repair my washer back in June. At the initial visit by a tech, he got authorization to order a long list of parts - I have 7 boxes sitting my living room now, and told us it would be a two man job to finish the repair. We scheduled the next appointment. I spoke to the technician the day of the appointment, July 6, and he said he was on his way, then he never showed up. The notes the service department had were that I rescheduled for the next Tuesday - absolutely incorrect. We were able to schedule for July 14, then the tech called in sick and they didn't have anyone else to do the job.

We rescheduled yet again for August 11, 8am - 12pm, as that was the next Saturday they had available. The tech called me just before 8am and asked what the problem was with the washer. I was flabbergasted! How could the service order not explain what was needed when parts had already been ordered??? He said the order did not even give the model number of the washer. I was shocked. I asked if it noted that it was a two man job, he said no. I was even more shocked. He said he would call the dispatch office and then call me back. We'll I heard from him at 9:16 am and he said that they assigned another tech and that the two of them would have to find time to meet up and that I was low on the list and he would be here in the evening. Turns out, he never showed up and didn't even call again. I am told that since his notes haven't cleared the system, they cannot reschedule me.

I asked the customer service manager who I could speak with to make sure this gets scheduled properly and actually done and she said no one. She said I could ask my home warranty company to have a different company come out. What type of customer service is this? Why don't you have a better scheduling system? It would have been very simple to schedule two techs to be at my house for an 8am appointment and then they could have gone about their other appointments for the day. I am absolutely disappointed in Sears and frustrated that it has been 2 months since their initial visit and my washer is still not fixed.

Company: Sears home services
Country: USA

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