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Sears Repair for appliances

Appliance Repairs / April 5, 2017

4575 La Jolla Village Dr
University Towne Ctr
San Diego, CA 92122
(858) 914-2556

Update to post of 3/10/17 - After trying numerous ways to file a complaint, I got through to someone who scheduled another technician (Andy) to come out 3/13/17 who was super amazing! Andy sets a standard of professionalism, service, and thoroughness that others might hope to achieve. In addition, I received a phone call from the District Service Manager of Sears (Kevin) following up to the survey I completed from the bad visit of 3/9/17. Wow, that was a pleasant surprise where they actually read the follow-up survey AND took the initiative to have a manager call the next business day to apologize and promise action to make things right. I was so impressed by both the tech and manager that I renewed my annual Service Agreement directly with Andy, the technician while he was here.

The repair itself was fine, once the technician arrived the machine was repaired. The technician left some boxes etc, without instructions if it was trash or we should keep. The biggest issue was the scheduling, we were scheduled for 1pm to 5pm. we took a half day off, using vacation hours to be available. We were then given a 2 hour window of 3pm to 5pm. Still ok. the the web site updated to 6:30-8:30, then 4-6, then 6:15-8:15, never once did we get an email update we signed up for or a text update. the technician finally showed up after 6pm. This was a waste of our day and a waste of our vacation time. Time I do not get back. very disappointed with the scheduling and arrival time.

We have had an extended service agreement on our stacked laundry unit for several years. We have had annual preventative maintenance performed and been very satisfied. This year has been different. After the first service appointment, it smelled like something was burning when we used the dryer. After second service appointment to address that issue, the dryer will not work at all. Our service call for yesterday was a no show; when we called Sears, we were told our technician called in sick and the service would need to be rescheduled. There was no notice, email, or telephone call to us to let us know; we called to find out. Our fourth four hour service window is scheduled for next Tuesday. Fourth time is a charm, we hope, because this preventative maintenance has cost us 16 hours of leave from work in three weeks.

Sears Appliance Repair is not only incompetent, they are expensively incompetent. DO NOT USE THEM!. Have sunk $400 into a dryer repair, sand they have failed to correctly diagnose or repair the problem. In addition we have not had them appear for the appointment within the time frame specified. L Gopadze

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