Appliance Repair by Sears Appliance Repair in Watertown, New York

Absolute NIghtmare trying to get them to honor service repair agreement. Shuffled to several different departments to repair or replace snow-blower. Every excuse in the book. Five pages of documented contacts and replies, 3 months of weekly calls and 3 escalation statuses, finally threatened to contact better business bureau just to get them to honor a contract we paid for!!!!!! They finally replaced machine with a lower grade machine than we ordered! Would have had to refuse delivery in mid winter by the time this was settled. Said hell with it! What a scam! Will never purchase from Sears again!

Unhappy is a literal understatement. Our local sears closed. They were unable to honor the repair agreement on our 2 year old snow thrower. After 3 months of tenaciously insisting they be held to the terms of the agreement, 5 pages of contact notes, being shuffled through every department, disconnectedness, reconnected, going through 3 levels of "escalated" staus, and finally threatening better business bureau and attorney general intervention, they were forced to honor the agreement we paid for. Even then they did not deliver the replacement we ordered and would not give us the order number or shipping information. To say it was a nightmare of business and customer service ethics would be giving undo credit. Never again.

I am very unhappy with the service I have received from Sears. I bought my washer and dryer brand new 5 years ago from Sears. My washer just stopped working after they Sears repaired my washing machine for the first time in 2015. I was told that the very same part that was replaced the year before supposedly went bad again. The very rude and unprofessional technician I believe his name was Brian, explains that he was not the one that repaired my washing machine he cannot explained why the part went bad. I called customer service and they explained that the part that was installed in 2015 was not brand new it's refurbished. I automatically requested a brand new part for my washer. When the part was received and a different technician , I believe his name is Mike, came to replace the part, of course that was not even the problem with my washer. It's another part that I have to wait for delivery. The very first technician that came to out to my house, stayed not even 20 mins and of course that's my fault because I was not looking over him. So clearly they cannot be trusted. Had he been professional and took his time to do his job The first time I probably would not be this long without a washer. I did call customer service again and the male representative stated "well accidents happen, the technician made a mistake" I was then transferred to a supervisor for further assistance and she explained she understands my frustration but she cannot help me because at this point I am yelling. I tried calming down and tried to explain what I was dealing with in the past weeks she hung up the phone on me. I have a family of 6 and my kids are between the ages of 13 and 5. Yes I am in very much need of a reliable washer and dryer. I am planning on purchasing a new washer and dryer soon and it would not be from Sears. I would never give this company any business again. I would not give it any stars but people needs to know my experience.