Sears Appliance Repair
1300 Southlake Mall, Morrow, GA 30260
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March 17, 2018, Repairman came out and repaired a loud thumping noise in the washer. He was not the first one to come out. The balancer was not connected as it should have been from the factory. The water line was worn from the movement of the drum and the balancer laying on it. I was told that someone would be out to install a new hose in 7-10 days.
No one called or came by during that time. I called to complain and promises was made but never kept. I started getting call telling me that I had an appointment the following day and to be available between 8 am and 5pm. On all of those occasions no one called or came by. This happened over the next two months. Finally I called the store that sold me the washer and dryer. She took control of the problem. The repair company that was suppose to order the part in March, never did. The store manager ordered the part and had it sent to her store where I picked it up. The following day she had the repair company to come to my location and install the hose.
The repair company should be fired. 2 weeks before this a repair guy came to the house. He did not know what he was suppose to do there and he did not have anything with him that would have repaired the washer. He called his office from the house and they was no help either.
Subcontractor showed up on 4/13/16 to fix our ice maker that made maybe 20 cubes of f ice in a 3 week period. He took the temperature of the freezer. Told us to be patient and he would come back on 4/14"on his own time" to check the progress. Did NOT call or come by. We called customer service on 4/14 to complain and schedule another service call and spoke to a Supervisor...."Someone will be there on Monday, 4/18/16 between 8-5!" Just discovered on 4/17 that we do not have a scheduled appointment on 4/18, but they can come out on 4/20!!! We have had maintenance agreements with Sears for 30+ years, but we will not renew. Sears sends out subcontractors that don't know what they are doing. We had a major problem last year when the subcontractor told us we would have to pull the dishwasher out from under the counter, then call him back after we did that so he would be able to get to the back of the dishwasher to make the repair.
We had two technicians. The first technician on 4/5 misdiagnosed the problem with the refrigerator. He felt it was the thermistor and replaced it. However, 24 hours later the same problem existed. Another technician came out and diagnosed it as needing a damper, he ordered it and when we received it he came back out and installed and the refrigerator now works fine. I am mostly disappointed with the customer service problem handlers who refused to refund me for the Thermistor that was not needed and not following the sequences of the calls. However, I did get it resolved when I called and spoke with someone willing to listen and follow the dates. But I haven't decided if all of the hassle was worth dealing with Sears.