Complaint / Review
Sears Repair Department
Incompetent and dishonest

On August 20, my washer broke. I immediately called local repair companies and had no luck. I scheduled an appointment with Sears on Monday and worked at home on Wednesday to have it repaired.

August 23
The technician shows up to give me an estimate. He has the parts on the truck. Because the dryer is on top of the washer, he leaves to get a technician to help unstack the appliances. I haven't seen him since. I make many phone calls to Sears to make sure that on the next service call, they send 2 technicians to get this work completed.

September 1
The technician come out without the parts or the helper. I send him on his way. More calls to Sears, and this time I speak with their highest escalation department One Source. The person assures me that my units will get fixed and the parts will be ordered. She puts me on hold. She comes back to tell me that the parts are coming to my house on Tuesday and the techs will be there on Wednesday.

Excuse me? I told her that no one was home to sign for the parts and that I was not taking off another day from my job to have them not do theirs. The appointment was scheduled for September 8.

September 8
The technician comes out with no parts, helper or a clue. He gives me another estimate and leaves. One Source tells me that they have no clue what happened. We go through the same crap again. This time, the technician is supposed to pick up parts from the service unit for the next visit.

September 15
Technician comes out, helper comes later. Neither has parts. They tell me the service order is completely messed up so they redo it. They want me to pay for parts. I ask where are the parts you were supposed to bring today??? He leaves, I call Sears. Throughout the week, I am ASSURED that the parts are at the service center and the two technicians will install them and complete the job on the next visit.

September 22
Sears cancels my appointment without notifying me. I make another appointment. Again, I am assured that the work will be completed.

October 6
Once again, Sears cancels my appointment. At least this time they called.

I am going with a local competitor. Every single time I spoke with Sears, it was a long hold time, a different call center, and a bunch of empty promises.

The bad thing is, they used to be a good company.