12000 Fair Oaks Mall Reviews
Showing most recent reviews from verified customers of Sears Home Services
Terrible appointment experience
The first refrigerator repair appointment was rescheduled due to a delay in parts shipment. We were given 7am-6pm window for the new date, for which one person had to stay home all day. Ramin G. arrived at our property without sending us an update, knocked on the door (without ringing the doorbell) in a way he person upstairs did not hear, the left after sending a text to call the number on the voicemail which he never left, around 1130. By the time I saw the text, he had moved in to another assignment, but the Sears service team kept promising that he would return the same day, when I had called at 1220, 330 and 430, spending 30-40 mins on each call, with another person staying at the property and unable to leave, in case he returned. He ended up no-showing for the day. He returned for the rescheduled visit 5 days later. I had to call Sears twice to confirm that he was coming, and there still was no "I'm on my way with this ETA" notice, just a generic "Your Sears appointment is today," the same text I received the day two working adults had a full work day derailed by this technician's irresponsible lack of communication and effort to make the appointment, and Sears service center and the dispatch team who made apologies but had instituted no effective measures to ensure that the repair took place in the scheduled day. If Sears does not reach out to outline a solution for this issue after reading this feedback, I will proceed with submitting a formal complaint.
Jiyeon S, Herndon, VA
Customer service response - We apologize for the difficulties your recent service has caused. We appreciate any and all feedback from our members and will share your experience with our Service team.
Sears Home Services on October 10, 2023
Kenmore Fridge tripping GFCI.
I'm frustrated with the service we received. The issue we had is the Kenmore Fridge in the garage was tripping a GFCI outlet in the basement (after previously working for about 1.5 years). I had tested the fridge by running an extension cord to a different, newer, GFCI outlet in the kitchen, and it also tripped immediately when the outdoor fridge was plugged into it. This info was given to the technician, but he tested the outdoor fridge by running a regular extension cord to a different, non-GFCI protected outlet and said the fridge was fine, and that we needed to replace our outlet or fix power panel. This was not a valid test because we need the fridge to work on a GFCI outlet. It is in the garage and code requires garage outlets to be GFCI protected. So, now I am going to run some additional tests, including running a GFCI protected extension cord to the outlet the technician used. If this trips the GFCI cord, I will have no choice but to get a new fridge for the garage because we need a fridge that works on GFCI.
Andrew M, Herndon, VA
Customer service response - We are sorry to hear that you did not have a positive experience with Sears. If you would like us to look into your situation further, please email us at [email protected] with your name, address, and phone number associated with your account. Thank you.
Sears Home Services on September 15, 2023
Fair review
The technician was nice but when I asked questions he told me that I asked so many questions. He said my unit was very old and he recommended I get a new one from Sears at a 30% discount. However, when I spoke with a Sears agent, he told me he knew nothing about the 30% discount and he told me to check with Sears. I did and everyone at Sears told me that Sears does not give a 30% discount. So I bought a new unit it from a different company ... at a better price, a lower interest rate and it was installed in three days.
Carmelita J, Herndon, VA
Customer service response - We apologize for the difficulties your recent service has caused. We would like the opportunity to look into this to see how we can better assist. Please email us at [email protected]. We look forward to hearing from you.
Sears Home Services on September 04, 2023
Do Not Send Mohammad to our house again
Mohammad came twice. He was condescending toward my wife and arrogant over all, declared the part and diagnosis ( by a previous technician) was wrong before arriving at our house. He insisted nothing was wrong with the machine until pressed and reluctantly agreed to the original diagnosis. He wanted the defective part back and argued when reminded he had taken it with him last visit. The statement of cost included the part price on the returned, defective part as well as the one installed, with no indication of the defect or cancelled cost. He left the broken part for us to dispose of. While our machine is now repaired after 3 technician visits, our interaction with Mohammad was entirely unpleasant and disturbing.
James M, Fairfax, VA
Customer service response - Hi James , Thank you for taking the time to provide us with your rating and review. We are sorry to hear you have not had a good experience with us. If you would please message us with the name, address, and phone number that is associated with this issue please email us at [email protected] and we will be able to see how we can help out. Please reference this review in your message, thank you.
Sears Home Services on August 26, 2023
Not the usual service
There were two men. One was quite rude. They were not friendly and left a mess. Trash boxes were left on the washer and there was water all over my laundry sink counter. They spoke to one another is a language other than English and didn't talk to me.
Leigh B, Vienna, VA
Customer service response - Thank you for taking the time to rate your most recent service with Sears. We are sorry to hear you did not have the service experience expected. We appreciate any and all feedback from our members and will share your experience with our Service team.
Sears Home Services on August 08, 2023
4th repaireperson
I was not present at the repair, my tenant was present and I was on the phone with technician. Hanif walked into a situation the 3 pervious people tried to repair, he was not provided any information about the 3 previous diagnosis!! He did what he could to reassure that the refrigerator was now properly working and at the necessary temps. He was abrupt and short with myself and my tenant too!!!
Judy H, Fairfax, VA
Customer service response - Thank you for taking the time to rate your most recent service with Sears. We are sorry to hear you did not have the service experience expected. We appreciate any and all feedback from our members and will share your experience with our Service team.
Sears Home Services on August 02, 2023
Service of my washer
It has happened twice that the technician never showed up and order was closed saying that technician has arrived at your property whereas no one was at my place. I had to follow up with your company and my home warranty company so many times with no positive outcome. I don't know what feedback can I give as since so long my work still not done.
Ilyas P, Fairfax, VA
Customer service response - We apologize for the difficulties your recent service has caused. We would like the opportunity to look into this to see how we can better assist. Please email us at [email protected]. We look forward to hearing from you.
Sears Home Services on September 12, 2024
Did not turn up
Did not turn up. Declined because it was a warranty service and he does not make same money as he was third party. We are paying all money to sears with no good service. Disappointed . This was done even after conforming appointment with sears
Raja C, Herndon, VA
Customer service response - Dear, We appreciate you taking the time to give Sears a rating for your most recent experience. We regret if your experience with our services did not meet your expectations. We value every comment from our members and will let our service team know about your experience.
Sears Home Services on August 30, 2024
Technician didn't show up
I had to reschedule my whole day to be home for the appointment and the technician never showed up, it was confirmed over 6 times Totally unacceptable and disrespectful for my time as a healthcare provider
Hisham B, Oakton, VA
Customer service response - We value your time and interest in providing a rating for your most recent Sears service. We apologize for the unpleasant experience you had with our services. Your experience will be shared with our service team, and we value all input from our members.
Sears Home Services on August 22, 2024
Terrible Experience
Using Sears was one of the worst experiences we have ever had. One technician did not tell us he was on the way and did not call us when he supposedly rang our doorbell and we did not answer. We rescheduled for the next day for the period 7-11am. When the technician did not arrive timely, Sears told me he was on the way. Bottom line, he never showed. I was told Sears made a mistake. We reschedule for the following Tuesday during a 12-4 window. I received a voicemail confirming the time. The website said the technician would arrive around 1:00. At 9:30am that morning, I received a message that the technician would be at my house shortly after 10am. My wife and I were not home. All of this follows a terrible process that required me to describe my appliance problem and provide the model information at least three times. We will never use Sears again.
Kevin W, Vienna, VA
Customer service response - We apologize for the difficulties your recent service has caused. We would like the opportunity to look into this to see how we can better assist. Please email us at [email protected] and provide us with your full name, service address, and associated phone number. We look forward to hearing from you.
Sears Home Services on July 16, 2024
