Appliance Repair by Sears Appliance Repair in Burlington, North Carolina

If I could give zero stars I would. I dropped a dish and busted my glass out of the oven door. When calling for repair I told the operator 6-7 times not to send the repairman out without the glass. All she would do was repeat “they have a variety of parts on their van.” I knew that was not one of the standard parts. I wanted to save us both the aggravation of them having to come back. Repairman showed up with no glass. Saying he had to “diagnose “ the problem. He came in and said it was an old stove 5 years old. Said the burners had rust around them actually it's where I cook and it's impossible to get clean. So he determines the glass is indeed out duh. Tells me it will be within 200 of the cost of a new stove to replace. I tell him I'd like to talk with my husband whether to repair or replace. He said if we didn't order the piece and agree on the service then I would have to have another repairman come out and diagnose and order the part. I had to decide yes or no right there. That means another 79.00 fee to tell me the obvious that the glass is out of the stove. What a ripoff. Then he proceeds to try and sell me on the home warranty for 50 a month. I have been a loyal Sears customer and have purchased appliances only from sears for almost 40 years. That stopped last Saturday. Goodbye Sears. I will say the repairman was nice and he said his hands were tied.

I called Sears to fix my Samsung Refrigerator that wasn't getting cold enough. The technician arrival window was 8 to 5. I got an email a little after 7 saying my technician was on the way. Well he didnt actually arrive until 8:30. So I'm not sure why I got an email so early. When he got there he started looking at the refrigerator but quickly had to get on the phone with some sort of support line to help him diagnose the problem. So theres my first issue. Why is a technician coming to my house if he doesn't know what to check for? So he first told me he thought my fridge was having a problem with the coils. Then he continued on the phone for a while. A little later he came back to show me a large amount of ice was built up on my freezer. So he said he needed to melt the ice. At this point I assumed melting the ice was another part of him trying to figure out what was wrong. So he went ahead and melted the ice. Once done melting the ice he came to tell me he was finished and that it would cost me 311. I asked him what was wrong with my refrigerator and he said he didn't know. He basically said the ice built up over time but gave me no reason as to why it happened. So the technician was there for a little over 2 hrs. Melted ice which I could have EASILY done myself and still didn't tell me why it happened. So basically he put a bandaid on it and charged me 300 to do so. I was extremely unsatisfied with the level of professionalism sears service showed. When you advertise a 99 diagnostic fee once you decide during that service call it's going to begin to cost more than that 99 you should let me know and let me decide if I want to continue. It's basically backing people into a corner because you then charged me 300 out of the 99 I was expecting. I called to complain about the service and the person on the phone told me they could refund half my money since he only really worked on it for 30 minutes melting ice. The representative also OFFERED to send another technician out to look at the refrigerator. I then had to rearrange another day in order to accommodate Sears. Having no idea in the 8 to 5 window when they will arrive. I asked if sending another technician would hinder me getting my refund. They assured me it would not. So I waited another day for a technician. This technician showed up. Told me the refrigerator was working at that moment so there was nothing else they could do. He also could not tell me why my fridge had ice build up so much. And after 10 minutes of talking to me in my kitchen he left. So then I called Sears again to let them know once again my refrigerator after 2 technicians has no real diagnosis. They then also told me my refund was denied because they sent another technician out. Even though I didnt ask for them to send another one out and I was assured it would not hinder my refund. So I let sears service know that I would be contacting every Avenue I could to let everyone know not to use Sears service unless you feel like you have money to throw away because that's all you'll be doing. And the icing on the cake is that they offered to let me pay only half of the 311 if I agreed to the Sears warranty service. What a joke. You can't even fix my refrigerator but you want me to trust you with the rest of my appliances? No thanks.

Serviceman was very courteous, efficient, knowledgeable and displayed experience and in the work he performed. I was very pleased with the result.