Appliance Repair by Sears Appliance Repair in Denton, Texas

I have used Sears Home appliances for more than 30 years and they have always been reliable. But I would have to say this has not been a good experience. On 11/14/19 we requested home service repair for our Kenmore wash machine, service date 11/18/19. Technician arrives, cannot confirm out warranty, we have to get this worked out with Sears. Call get it worked out with Sears. Get next service date 11/20/19. Technician arrives, he would normally have the parts to fix, but his truck has not been restocked in 2 months, has to order parts, next service date 11/26/19. Technician arrives, puts in parts, but still needs another part, has to order part, next service date 12/03/19. Technician arrives, puts in parts, should all be good. On the second load the machine starts making the same grinding gear noise again, won't agitate, and stops working, call Sears, next service date 12/06/19. I am almost positive we will have to order more parts, and have another service date. Mind you we just purchased this machine 1 year and 9 months ago. I have children in my household, all under the age of 14. No machine for almost a month, can you just imagine the trips to the laundromat. While the technicians have been great, I am very disappointed in Sears costumer service. When does Sears say, wow we've had several services calls on this same ticket number, could something be wrong? After a few weeks, when do you say, I'll be back tomorrow to fix this machine ???? I am not pleased with Sears today.

The people from A&E Factory Service representing Sears did a great job - and got our fridge fixed - they know what they're doing. The contractors Sears sent previously made three trips, never had the right part, showed up in a beat up truck and had no clue how to fix my problem. When the fridge is dead it's a game changer for a family and the A&E folks know it and are on the ball to get me fixed. That's what I paid my 2300+ for the service contract on my appliances.