Sears Appliance Repair — Local services in Gresham

If I could give Sears Home Warranty a zero I would. I have no complaints with their technicians. Their call center however is another issue. They are useless. Our dishwasher stopped working in late July. We did get a service appointment within a week and an electric panel was replaced. This is the third time by the way. But it still didn’t work this time. So a different electrical panel was ordered and appt reschedule but later cancelled when it was determined the part was no longer available. They kept scheduling every week an auto scheduled appointment that would be auto cancelled due to part not available. Due to part no longer available, in late August they determined the machine needed to be replaced or we would be given a check to replace it ourselves and our problem was “escalated” multiple times to the “replacement department” who would decide if it would be a new unit or a check given to us according to our extended warranty and I would hear back in 3-5 business days their decision. No response was ever provided. I called every 3-5 business days and each time I was told it has been escalate and I would get a response in 3-5 business days. Still no response was ever provided. I called their service desk which is overseas and every time the same old story. I even asked several times to speak to their supervisor and was told they have none. Finally I was told a decision would be made by October 11th. Instead a repair appt was auto-scheduled, still no part available. When I called to cancel it I was told the technician needed to come out to confirm the part could not be repaired and call their hotline for the final decision. First time anyone mentioned a technician would need to call a hotline for the final decision. He determined it could not be repaired and when he called the hot line he was told our complaint was de-escalated to repair of the electrical panel, not replacement of our nonfunctioning unit as we were promised on multiple occasions over the past 4-6 wks. We have a nonworking dishwasher for 2-1/2 months with parts no longer available and they are still delaying replacement they indicated on multiple occasions they were going to do. We have now bought a new dishwasher out of our own pocket as Sears refuses to hold up their agreement to replace it according to the warranty. We will not renew our Sears extended warranties on our several other appliances. I have filed a complaint with our state’s insurance commissioner, the Better Business Bureau, and we are pursuing small claims court. They did a bait and switch which is illegal by saying they would replace it or give us a check to replace it ourselves and instead switching back to repair of a machine they determined no longer has parts available. Sears has a history of penalties for bait and switch techniques in the past. Seems old habits run true. My advice, get your extended warranty from someone else. We have had Sears appliances for decades and have been happy with their service in the past. That is no longer the case. Now I understand why the Sears company is struggling. Their technicians who work for other companies and are subcontracted by Sears are very good and I have no complaints with them. The Sears call service is horrible and do not hold up the contract...

Final Update: Had GE come out (in days mind you, not weeks or months) and they found that it wasn't working because Sears hadn't hooked everything back up on the inside. Much better/quicker/easier experience by far. I can finally use my washer again, thanks to someone else.

Update 3: After they left and I thought it was working, it wouldn't complete a full cycle. Looked up the error and it seems likely a step was missed when putting it back together (pressure sensor). Not to mention they didn't fully hook my dryer vent back up.

I'm not dealing with them anymore though, it's not worth the time it effort, I'll just have someone else fix it instead. Thanks for wasting THREE MONTHS of my life and still NOT FIXING IT.

Avoid. At. All. Costs.

Update 2: My washer is finally working again after roughly two months & three weeks and several loads of laundry paid for.

It was funny to hear our tech complaining about the same things I have been though. He worked hard and got it fixed in no time. If only Sears could've gotten their act together and gotten him out to us a couple months ago it would've been a salvageable experience.

Good techs, terrible company.

Update: They told me to go hit them up on Facebook and they take days of messages before they respond and still haven't been able to get anything done. Not sure if they're incompetent or actively working against me at this point, considering it's been two and a half months.

Original review: This company has been an absolute nightmare to work with. I've been without a washer for nearly two months now. They've no-showed multiple times with no contact, canceled and 'completed' orders despite no one coming out or contacting me, sent out the wrong number of techs for my stacked unit, their automated systems don't work half the time, they've promised callbacks or emails (today being the latest) that never happen...

If I wasn't required to use them for the warranty I have, I would have walked away over a month ago.

The tech, of the couple times he's actually been sent out, seems personable enough and could probably get the job done if not for everything else, hopefully we get the chance to find out at some point.

I don't tend to make bad reviews on a whim either, and probably wouldn't have thought to if they hadn't sent me a survey request after they no-showed and closed my order yesterday. So believe me when I tell you to stay far, far away if you value your time...

This service is terrible! Technicians were consistently late and rescheduled multiple times without at least discussing a reasonable time to follow up. They should take into consideration that offering a window between 1-5 often creates a hassle for people that have to take time off from their work. So, to not show up multiple times and be consistently late is a real burden! My most recent appointment with last the service person scratched my floor and ordered the wrong parts. The worst part is that this entire process is AI driven and there is nobody to even speak with. Do yourself a favor and find a different place that knows what...