Central Air Repair Reviews
Showing most recent reviews from verified customers of Sears Home Services
Sears does not have adequate support
My review is on the entire customer support experience. Not specifically the tech who is only hired to do repair. Shane S worked on the unit sent reports, made multiple calls to senior tech advisors who sent other reports. He was in the house from 2:30- 5:45pm. I was told they could not just order a replacement, they had to exhaust all measures of repair and then at that time order parts. Stated that there are many things wrong and multiple parts had to be ordered. He did tell me that after it goes to that department it could take anywhere from 5-12 days. IF none of those are available then it will have to be sent to another department to work on a replacement; I wanted them to know that my AC started having problems on 07/09/2023. He let me know there is not any record that Best Deal AC came to my home on 07/27/2023. NOW I would like to state that the third-party contractor as well as the Sears technician did their jobs and both stayed to attempt to take care of the issue. Due to cost I guess you have to go through a check and balance routine to prove that the AC is not working and that is why they had to send the Sears contractor and not take the word or recommendations of the third-party contractor. However, they both came up with the same results. So, this is where we are at this point. As of Wednesday 08/09/2023, it will be exactly a month that I have been without a working AC. They could not give me any type of estimate of WHEN a replacement would occur. I am over 60 years old with health challenges and it is the hottest month of the year. I live in Dallas TX and we are under an excessive heat warning. There is a very good possibility I will not have working AC in my house for over a month or so. We have experienced over 10 consecutive days of dangerously hot three-digit heat in TX (heat advisory) and this is definitely a health hazard.
Johnnie F, Dallas, TX
Unhappy Customer
The technician states there's nothing wrong with the system, if the system is not cooling and you have to top off antifreeze, in order for it to work then there is something wrong with the system, and I'm no technician. It sees he gets very irritated if you ask him a questions. I told him we have the same problem usually twice a year where they have to add antifreeze. I told him I will be discussing this with the warranty company.
Wilma W, Hampton, 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 July 02, 2024
Meddling svc due to poor management
Technician arrived 2 hours later than the initial 4 hour window. Despite my providing information on the website, it was clear neither he nor anyone had reviewed it. Technician arrived totally unprepared. Diagnostic cash grab only.
Al T, Westbury, NY
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 June 17, 2024
AC maintenance
I had originally made an appointment, I asked the person on the phone to please be sure, and have them send to people to pull out this air conditioner. when the service technician first came, he informed me " we don't do that anymore. It's incumbent upon the customer to give us access to the unit." I informed him of my original request. I then offered to have my neighbors pull it out for him. He made a couple phone calls and said I have to bring in an air conditioning specialist. I'm not a AC guy I'm really a refrigerator guy. One week later, two technicians showed up. They pulled out the one in conditioner, but made quite a mess in doing so. They left black marks on my wall from their hands. The Kenmore air conditioner still makes a lot of noise. So I'm not too happy with the service I received.
Steven H, Orlando, FL
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 October 05, 2023
Repair in wall Air Conditioner
On August 8, the repair man came to repair my in wall air conditione. He said he had to take it out of the wall to repair and needed someone to help him take it out of the wall and would have to reschedule so he did for August 11. On August 11 he called around 8:30 am and said he can not come since his manager said they cannot take it out of the wall that I would have to get someone to take it out of the wall then he could repair it and then I would have to get someone to put it back in the wall. I have not air for over a month on this air conditioner. Why did Esaus wait til the day of service to notify me . Very unsatisifed with the service of the agreement that I have with Sears.
Anthony D, Philadelphia, PA
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.Are you currently still having issues with the Unit? If so we can help set a new service appointment, please email us at [email protected] .
Sears Home Services on August 11, 2023
ZERO RATING!
Your technician refused to service the a/c once again. This is the fourth appointment I have scheduled. I have had it! As he did the first time, keeps talking about the serial # When Loretta scheduled this fourth appointment, she assured me you guys had all the information. I'm not sure why your technician REFUSES to service my a/c. On my email I stated what a waste of my time and money it has been to schedule 4 APPOINTMENTS AND NOT GET ANY SERVICE. I expect a call IMMEDIATELY! And please find out why your te inician refuses to service my a/c!
Rosa O, Bronx, NY
Customer service response - Dear, 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 September 07, 2024
3rd Time getting this guy with no help.
This is the 3rd time getting this tech to look at our Wall Unit, 1st time he came showed up and said he had to reschedule for an HVAC tech for later in the week. 2nd time same guy comes back, no HVAC tech, he does the report for our home warranty not knowing what he was talking about calling the wall cooler 240volts when i Saying the our wall unit never worked when it did work. We have multiple contractors, our realtor and others who can vouch for it working when we moved in. Every contractor who came into my house commented how good our wall unit work. He gets our claim denied for lack of knowledge and writing a false report. This was back almost 2 months ago. After working with home warranty more we finally get scheduled with a HVAC tech for yesterday he calls, and says he needs to reschedule. So we rescheduled for today, and thinking I was getting a HVAC tech, they sent this same guy who is a utility guy, he comes in saying he already did a report for this house. I'm not sure how this tech would assume the wall unit was not working before we moved in when it very much did. If I could rate this tech 0 stars I would. This tech has been nothing but a issue for us trying to get AC, having a 1 year old child who doesn't take the heat very well, this has been a nightmare.
Andrew S, Pittsburg, CA
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 August 16, 2024
You don't care about your insurance customers.
James was assigned to my job but he is not qualified to work on HVAC which is my problem.
Edward Dyckman, Daniel Island, SC
Customer service response - Dear Edward 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 July 26, 2024
POOR
HE NEVER ATTIVED, AM STILL WAITING. NEED REPAIR KNOW!!!!!!11
Richard N, Western Sprgs, IL
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 12, 2024
Sears Sent Wrong Technician
On Friday, May 17, the Sears' phone representative located in China, scheduled an incorrect Sears Technician to take care of my Sears Protect HVAC free benefit for a "cooling tune-up maintenance". On Monday, May 20th, two different Sears' technicians called on the phone. Neither one of them came to the house to provide the HVAC "cooling tune-up maintenance". Their job was to only repair window air conditioners. Ward, the second technician, told me he had taken care of the situation and that the "repair department" would be calling me later that day (or the next day) to reschedule the correct technician. I never received a call either day! So around 4pm on May 21st I called the Sears Protect Warranty people and the following occurred: It took me 2 hours (with 5 department people "transfers" --- 4 of them located in South East Asia) on Tuesday, May 21st to try to correct the situation. I WAS NOT SUCCESSFUL!!! I then called the Sears Protect Agreement Benefit Department again the morning of Wednesday, May 22nd (only had to talk to 2 different people) to finally (HOPEFULLY) correct the situation.
Joann E, Fresno, CA
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 May 23, 2024
