Sears Appliance Repair - Silver Spring, Maryland

SAY N. &. F.

I would give them Zero stars if I could. The technician never arrived. I took the day off from work, and the technician was a no show! They were scheduled to arrive between 1-5pm. When I called the 1800 number around 430pm, it said he was scheduled to arrive around 210pm. Make that make sense. So I tried to call and speak to a live agent. That is nearly impossible. I called 4 separate numbers and they all lead to the same automated or AI B.S. Even the AI representative was confused. So I got the bright idea to call home warranty sales, and that's what got me to a live person. She transferred me to another service member who stated that my house was still on the technician's schedule. It is now after 530pm. So I asked her when did they stop servicing homes. She didn't know and said that it would be up to dispatch. So I asked her to reach out to dispatch, but she couldn't do that. To put the icing on the cake, she asked me if I wanted to have all of the appliances covered by Sears home warranty? No Martha, I DO NOT!! The audacity!! You can't even get a technician to show up to fix a washer, why then would I entrust such a company with all of the appliances in my home I wouldn't 🤣 🤣. Instead of using Sears, try a more reliable company, because this isn't it.

Promise G.

As long as your expectations for paid repair and replacement services are exceptionally low, and your patience for shenanigans is high, you'll be fine.

We pay $900 a year for repair and replacement plan. They charge $100 per repair, any subsequent visit for same repair is covered by that $100 charge.

Our stove went out February 5. They determined it was the control panel. They removed it for repair and had it for a few months "repairing" it. Reinstalled the "fixed" part, but still didn't work.

A few weeks later we received a voucher for credit toward a new stove. Every time we tried to purchase a stove it would become "out of stock" before we could get to the final page for purchase.

Finally, we were able to purchase and scheduled a delivery date. This has been rescheduled 3 times because the stove was out of stock at the warehouse.

Yesterday (July 28) stove was to be delivered, but it arrived from the warehouse to the delivery service damaged. Will take 2 weeks for them to return damaged item before can reschedule a new delivery date. By that time it will be mid-August to reschedule with probably a September delivery date --- at that point it will be 8 months without a stove! So glad it wasn't a major system like AC or furnace!

Their system and processes are broken and lackluster. Again, as long as your expectations for paid repair and replacement services are exceptionally low, and your patience for shenanigans is high, you'll be fine.

Andrea F.

I’m extremely disappointed in the service I received from Sears Home Services and feel compelled to share my experience.

My washing machine began making strange noises and wasn’t spinning properly. I scheduled a service call, and the first technician told me there was no issue, claiming the washer was simply unbalanced. Based on his recommendation, I purchased the Sears warranty during that visit.

Despite carefully balancing every load as instructed, the noise persisted. I scheduled another service visit, and this time, a different technician said the issue was due to a faulty shock absorber. He ordered a part and scheduled a return visit for two weeks later.

When the appointment day came, I waited at home for five hours, but the technician never showed up. Instead, Sears rescheduled the appointment without notifying me. I rescheduled again for a time that worked for me, and once again, no one showed up. I called Sears several times and was repeatedly assured the technician would arrive — each time they failed to follow through.

Fed up, I decided to cancel the warranty and was told I’d receive a refund within 5–7 days. Not only did the refund never arrive, but I was charged again for the warranty. I had to call again, and after another frustrating round of resistance, finally convinced someone to process the cancellation.

To make matters worse, I later had a different, independent repair company come out — they correctly diagnosed the issue, and it wasn’t even the shock absorber. The original problem was completely misdiagnosed by both Sears techs.

This entire experience has been a waste of time, energy, and money. Between missed appointments, incorrect diagnoses, poor communication, and billing issues, I will never work with Sears again.

Christina B.

Very bad experience! My Kenmore dishwasher is brand new from Amazon, but wouldn't power on and was leaking sewage, so I was constantly pulling out the unit to clean beneath it. The tech arrives and opens the unit and there is sewage everywhere. Basically a hose in the unit was completely disconnected and that's why it was leaking. Anyways, the tech says I've never seen anything like this and tells me there is nothing he can do. I asked him to reattach the hose, and he repeated that I need to contact Amazon. He didn't even want to touch the unit once he saw all the sewage. Isn't this apart of the job? Anyways, he then says, "You need to take it outside, because the house stinks!" No shit, Sherlock! He leaves without even looking back to ask if I had any questions, or advise me on alternative next steps. Just left. He was in and out of my house in less than 10 minutes. Then I get an email with the work order and he signed my signature on the work order. He never asked me to sign anything. My contracter came in later in the evening and reattached the hose for me. He isn't a plumber, nor does he work on appliances, but reconnected the hose to the drain in 10 minutes.

Jeffrey L.

While Donta wasn't able to fully fix my issue(I need a new dryer), he communicated well my issues, attempted to remedy them and was very respectful. He is great and would highly recommend him

Muthukrishnan V.

Workmanship is very good, but I am really upset that Sears Appliance Repair gave me time window for Tech arrival from 8AM to 5PM, then just before the day gave 7.30 AM to 8.30 AM. In the morning of repair changed to 8.30AM to 9.30AM and I would be informed if delayed. No tech came and around 12 noon I tried to call but unable to talk to any live person. The recorded message notified some one on the way. Finally I saw a message that Tech would be there between 1.40 PM and 2.15PM. He arrived at 1.45 PM and dish washer repair completed around 3 PM. I am sorry to say that my whole day was spent in waiting for the repair.
Please make sure in the future that at least 2 hour window of time given and keep adhering to the time so that customers are not put to inconvenience.

James F.

Technian arrived when promised. He was quick and thorough. He surmised the problem immediately and took care of it. Air condition unit was up and running in very little time. Thank you!

R. V.

On time and very professional. Immediately identified the problem, ordered the parts, and returned to make the repair expertly and efficiently. He was one of the best technicians we've has in our home. Would love it if he could be our overall appliance tech for other items in our home that would require repairs in the future.