Sears Appliance Repair
Oaks, Fairfax, VA
- +1 703-991-2300
- 12000 Fair Oaks Mall, Fairfax, VA 22033
Sears Appliance Repair Reviews
4.1 stars based on 710 reviews
I phoned several numbers on 2/14 for 2/16 appointment (10-2) tech. On 2/15 received email confirmation. On 2/16 AM received 3 texts, 3 emails confirming tech 10-2. After 2PM call, he arrived at 2:30. He cleaned back of refrig, said right door needed gasket replacement. Indicated clothes washer needed panel board, did not have either. Cleaned dish washer filter. Told me to call to receive free replacement parts. I had to call 3 different numbers to find correct depart. One person in parts said gasket was $214.48, other person said $107.07. Talked to warranty and parts, then said it would be free. Will mail gasket to arrive 2/23 (10-2). Need to send separate tech for that replacement on 2/24 (10-2). Said control panel would cost $140.91, will send service tech also on 2/24 (10-2) to inspect,, if tech approves replacement it will be no charge but would require separate tech visit to replace. This morning I received 6 emails (2 for each of 3 appliances). I am responding with this one response for all 3 appliances. I also received 2 emails confirming tech visit for refrig and clothes washer) and separate email of gasket with different cost, I think it will be covered by warranty. We may not renew the Sears warranty given conflicting responses, enormous time on calls or on hold or transfers to various departments. Roger Heller
Purchased a Kenmore Elite Washer with an extended maintenance protection plan. Placed a call on October 29, 2021 for a repair of my washer which was leaking from underneath. A technician came out on November 1, 2021 without taking the washer apart said he was going to order new hoses and clamps. Received an email confirming parts were order. Received an email on November 14, 2021 that technician would he out on November 15, 2021 between 1-5pm. Two technicians showed up and did not have parts, nor did I receive any parts. Asked to see the washer they ran the washer cycle and determined it was linking as I stated. No one took apart the washer to confirm what parts were needed, they stood around for over an hour making phone calls and speaking in another language other than English. So was unable to confirm if they were contacting Sears or not. Had to show them an email confirming that parts were ordered since there records showed no parts ordered from Sears Parts. Once again they scheduled an appointment and did not check to confirm if I was available for November 26, 2021 from 1-5pm. I contacted Sears Warranty once again and they were unable to change the appointment. Again inconvenienced since no appointments was available. On November 26, 2021 at 4:30pm received a call, which when I answered they hung up on me then I get a text message stating that my appointment was rescheduled for December 3, 2021 from ****pm again not confirming if that time was good. It took 1 1/2 hours to speak with someone after being hung up 3-4 times to find out the technician was sick. Seems quite odd that they cancel the appointment at the end of the day when they would have known at 1 pm. The Technical Supervisor stated they would move the appointment to from ****am on December 3, 2021 and the Technicians will be here at 7am. Have no faith them showing up then. In addition, having to go to the laundromat weekly so damage will not be done to the floor. Unable to speak with a live person about being reimbursed based on the Extended Warranty Projection agreement. The December 3, 2021 appointment was for 7am and the technicians showed up at 1:30pm, placed 2 of the parts that they ordered and said the 3 part was not needed. Went to wash a load of laundry that night and the water was coming from under the washer worse than when first called it in. Called Sears Home Warranty immediately told I would get a call from the Technician the next day, heard from no one called the 800 number again then told the earliest someone would come back out was December 7th between 7-11am then was told 1-5pm. It is now December 7 and received a call from technician saying he spoke with the technician that worked on the washer and it was fine. Told me I needed to reschedule again cause he was not coming out. Sears no longer takes care of there customers. Does not pay to have an extended warranty on Sears products!!
Response from the owner
Monica C, we are sorry to hear that you did not have a positive experience with Sears. If you would like us to look into your situation further, please send us a message to https://www.facebook.com/SearsHomeServices/. Please reference this review, thank you.
If I could give a zero star review I certainly would have. I purchased an extended warranty from Sears almost 5 years ago and according to them that was the deal of my life. Back in August our washer had an issue and couldn’t turn on. We called Sears and had a technician come over to evaluate. He was not interested in doing anything, however, after my husband offered $30 cash he said some parts need to be replaced. He placed an order with the parts and reinsured us that he will be back to complete the service. So after the parts arrived, my husband and I scheduled 5 appointments for the past 6 weeks and the technicians never showed up and kept canceling on us without a notice or a particular reason. We had to take days off work and lost so much money waiting on the service to be done! The extended warranty is about to expire any day now and sadly the parts are still not replaced. We are extremely unsatisfied of the poor management and the lack of professionalism provided by Sears Repairs. Now I completely understand why Sears is currently going out of business.
Response from the owner
Evelina , we are sorry to hear that you did not have a positive experience with Sears. If you would like us to look into your situation further, please send us a message to https://www.facebook.com/SearsHomeServices/. Please reference this review, thank you.
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