Sears Appliance Repair — Local services in Knox

Dealing with Sears Home Services was dreadful. The company deserves ZERO STARS! The lack of communication, frustrations with chat and telephone BOTS, and difficulty in getting live help were unacceptable.

On Tuesday July 23, 2024, I stayed home from work to wait for a fridge repair person who was to arrive between 8a-5p. At 1pm, I had not yet heard from Sears Home Services (SHS) so I attempted to contact them. I was stymied by BOTS in the chat and on the phone. I finally called GE and they gave me a number that bypassed the phone BOT. I called and waited 25 minutes to speak to an agent who was very pleasant, but had a thick accent and spoke quickly. I had trouble understanding her. Apparently, I was supposed to confirm that I received the GE parts that were sent to me after the initial repair was requested. I was not notified about this step even though I provided my email and cell. I told the agent I received the package and a new service date was scheduled for Thursday July 25, 2024 8a to 5p! I had stayed home on the 23rd for nothing and had to take another day off on the 25th all because I was not informed about this necessary step of notifying SHS that the part required for repair had arrived. The rep told me that I would receive a confirmation text and email with the appointment details. I received neither. I called the number again and spoke to another agent with a really thick accent. When I told him that I was having trouble understanding him, he became defensive and rude. Ugh. I explained my story and asked why I never received the confirmation info after my last call. He said I was too impatient. It would come. Ugh. I asked him to send the info again and he said he did. I never received a thing. And he was a jerk.

Terrible communication! Two days of PTO because SHS does not have its act together. Shoddy shoddy shoddy operation.

However…The repairman Mick was the bright spot! He was pleasant, polite, knowledgeable, and efficient. He called to say he would arrive between 1-2p and he did. He fixed the fridge quickly and didn’t leave a mess. Bravo and 5 stars to Mick! Zero...

Sears has been scheduled to replace part on my fridge but my appt was cancelled 5 times. I reached out to Sears several times. Very difficult to get live person. I asked once again why I was cancelled 5 times. Representative put me on hold and researched. Miscommunication on their part as they showed my part has not arrived yet. I told her once again I have had the part for a month. She assured me it will be installed on June 23rd. I have spent over $100 for ice to keep items cold in my cooler. Had the technician actually called me instead of texting that my appt were canceled and rescheduled at their convenience not mine., would have saved me time aggravation, money, inconvenience!!!! I was charged 2 service deductibles $100 each but was told 1 would be reversed as it is ongoing issue. Representative didn't care what I was going through. I called the 800 number and got no satisfaction. Technician cancelled again on June 23rd. I now have appt for June 27th. This is getting very old...

Although I had an appointment scheduled on a Friday, had a no call, no show. We rescheduled for the following Monday. Got notification of Francis on his way. Francis diagnosed my dryer, and brainstormed, and got my dryer running again, same day. He was very courteous, and very knowledgeable. He answered all questions, and explained everything he did. Thank you Francis, God bless you! Thank you Sears for having this service...