Sears Auto Center

I just came back from the Sears, located at 6001 Duke St and had to write a review, one of the WORST experiences I’ve ever had. I waited for 2 ½ hours to have a standard oil change, air filter change and tire rotation. They called and told me that I had a fuel leak so they were unable to change my air filter. I told the attendant that I would like to see the fuel leak for myself. After 30 mins of waiting, they finally brought me back to my car. I didn’t smell or see anything. The technician said it wasn’t the hose but a white sensor. I asked them to take the car down and I would take my car to the dealership to get a second opinion. When asked what they DID do, they said just an oil change and changed the air filter (interesting, when they called they told me they couldn’t change the air filter). So after 2 ½ hours of waiting, an oil change and air filter replacement (asked to see to old filter just to be sure) was all they did, no tire rotation… When I paid (which I really didn’t want too), another technician said it was the fuel hose. I brought the discrepancy to the attendant and the manager, James Moore was standing next to him. I told them that I will be taking my car to the dealership because I cannot trust their opinion. Mr. Moore than stated, no you do have a fuel leak and we shouldn’t have even worked on your car. You should hope that someone doesn’t light a cigarette near you, or you’re gonna blow up”. I asked for the corporate number. The attendant told me to ask the manager, the manager Mr. Moore stated, «it’s on the ticket, just look at the ticket». I asked him to show me, which he couldn’t locate the number. He directed me to the sears website. I will definitely be contacting corporate. In summary, if you have a choice in getting your car serviced, I DO NOT, DO NOT recommend this Sears Auto Center. I should have read the Unilocal reviews before going, lesson learned. NEVER AGAIN!

I’ve been to this location several times for new tires, an alignment, and brakes. The work was always done on time and at a fair price. Tonight the «check tire pressure» alarm went off on my car, and it’s very cold out and I only had my cheap little gauge. I checked the tire pressure, but honestly had no confidence in what I was doing. Ran up to Sears on Duke Street, 20 minutes before closing, and the manager checked my tires, topped off two with air that were a little low, all for no charge. Yes, I’m a fan.

This location is horrible. I booked an appointment for 1:15PM on Saturday (10÷3÷15) for a simple oil change. They did not touch my car until until probably 4:30 because I checked with them several times and my car was still in the same spot as I parked it.
They completed the service at 5:15PM. I did not receive any sort of notification that my car was completed. I find it ridiculous and agitating that I had to wait 4 hours for an oil change.
They did give me 10 $ off of the bill because I told them I was dissatisfied with their performance. Overall, do not go to this place on Saturdays because they absurdly overbook themselves to an extent which they sacrifice number of customer for individual customer satisfaction.
I hope this is helpful!

I got a good deal on tires and needed a new battery. I had an 11 am appointment, dropped my car off and went back to work. Around 5 pm I am calling and calling but no one answers. I just had to throw up a hope and a prayer that it would be ready because no one called to inform me. I’m like — surely it doesn’t take 6 hours to put on tires and switch out a battery! My paperwork says it was out processed at 2:46 pm. Sooooo why didn’t anyone call me… no clue!
I get there and they give me the standard list of things they recommend. This is how I knew never to take my car to them again. They had transmission flush… I had just had my transmission rebuilt a few days prior to. They had brake flush… I had it done in August. They had coolant flush… I got a new coolant housing the same day as the brake flush. I never mentioned any of the recent work so for them to hand me a list just let me know they took a look, decided my ’02 need SOMETHING and slapped some stuff on the sheet without doing a proper inspection. Actually, I think I declined the inspection so how is it they were able to recommend anything is beyond me. Although I wanted to I didn’t say a word. I grabbed my keys and left knowing I’d never be back.
You might want to get a second opinion on anything they recommend.

I never thought I’d review an auto center, but here I am.
My car was having problems starting, so I brought it in on a Sunday afternoon. The mechanic recharged the battery, then filled my tires, FOR FREE. Yes, no charge.
I’d been there a bunch of other times for various issues, and typically had long waits. But you know what? Given how hard it is to bring something in at the last minute on a Sunday, I’m happy to get any service. But this one took the cake.

Customer Service is horrible. I made an appointment yesterday for 12pm today. Dropped my car off at 1145. Came in at 215 and the technician was JUST starting my car. When I came in to get some answers and an explanation, 1 representative told me «don’t talk to me talk to her» where is the professionalism? Why make an appointment if they don’t honor it?

I am waiting on the oil change to be completed on my car. The car has been on the rack for about 30 minutes and the mechanic is just wandering around.

I was worried after being sent here by a guy from another tire center then reading Unilocal reviews. According to the guy at tire center I needed more than just a tire based on wear of tire walls. Since they only did tires he recommended Sears. Service advisor at Sears suggested tire replacement, check for suspension issues, alignment. Offered tires in a range of prices. Got the suggested services and had my car back in less than 2 hr time frame promised. Feels like a new car. Issues definitely addressed.

Bring «War and Peace.» You’ll finish it before they’re done with your car. I had a 2PM appointment, and they didn’t even begin working on my car until 3:30PM. They didn’t bother to tell me about the delay, and I had to ask twice before getting an answer about how long my car would take. I don’t know why they bother taking appointments if they don’t keep them. I should have consulted Unilocal before ordering my tires here. Hopefully this will help out future potential customers!

If I could give this place zero stars I would!
My latest dealings started on Thursday when I walked into the store to ask for an estimate for repair. I already knew the issue AND I wanted another quote for comparison. Mind you, I’ve had my car repaired here a few times and have been given quotes before. However, this time I was refused a quote without a diagnostic. No problem. I asked if I paid for the diagnostic would the cost come off of the repair. Neil told me it would. Two hours later (when I was promised 30 minutes) I got the SAME code I walked in with and a quote.
I told Neil that I would return the next day or the day after to have my car repaired.
Fast forward to Saturday. I drop my car off at 8:30 AM and asked when the repair would be completed. I was told that it wouldn’t take that long and they would give me a call when it was completed. I HAD TO CALL at 3:30 PM to check on my car. The repair still had not been done. I was told that it would then be completed at 6:30 PM. An hour and a half later, the car is miraculously repaired.
I entered the store to pay and asked about the diagnostic charged being removed from the final bill. The same Neil who told me it would be, now says that he never said that and that he’s been doing this for a while. I reminded him that I told me that I would not have had the repair if the diagnostic fee was not deducted from the final bill. He remained rude. When I gave him a coupon for nearly the same amount, he deducted the price. So why not just take the diagnostic off and be done?
Oh, I also asked why the intake time on the ticket was 11:30 AM instead of 8:15 AM. the time I brought the car in. He brushed it off and told me not to worry about it. Makes you wonder whether they juke the stats to make it appear they are efficient when they really are not.
After several years of service, I will not be returning to this store. Neil, the lack of customer service, and questionable practices have ruined that for me.

Took my car in to see if they could repair a tire that had a nail in it. Based on my description of where the nail was in the tire, i was told that it didnt sound like it could be fixed but they would check it out. After a few minutes i was immediately told that indeed it couldn’t be fixed and that i would need to buy not one, but two new tires. Given that my car is only a year old, this suggestion seemed ridiculous. I took my car to the Citgo Station on Columbia Pike tonight and they fixed the tire right away, without issues for only $ 30. There they told me that the other tires look great and i definitely would not have needed two new tires. Citgo just saved me over $ 300. Disappointed in Sears. The location in Springfield was awesome but has since closed. Would not recommend the Duke Street location.

From begining to end, slowest service ever!
Took my car for an oil change and alignment yesterday, took almost 3 hours before it was done. Customer service is awful and slow.
Finally, when I picked my car up, my passenger window was rolled down and it was raining. Very incompetent. When i told the rep. (His name was Neil), there was no apology or acknowledgement! Very disrespectful. Stay away!

Yesterday I took my car in to have an oil change and my tires rotated. When I arrived around 3:30 there was not a single car in the 20+ bays or any customers in the store. This should have been a clue. I thought wow — I will be in/​out in no time. There was no one in the back of the shop so I went to the front of the store where the tires are sold and spoke with a sales clerk. He could not find my car’s info in the computer (I had been going to the Sears Springfield Service Center for several years). He entered my info in the computer, did a walk around the car, and took my key. I took a seat in the waiting area. I waited for at least 15 minutes and still not a single employee was in the bay area. I went back to the front and spoke to the only Sears employee I could find and asked if someone was going to work on my car. The employee said said everyone was at lunch and they would get to my car soon. Again, he and I appeared to be the only one in the building! I walked back to the waiting area (again alone) and waited for a few minutes and then I went back and asked for my key. He went back to the bay area and retrieved my key and gave it to me without comment.
From my experience yesterday I don’t know how these guys stay in business. No wonder why there was not a single customer in the store or a single car in the bay in the 20+ minutes I was in the store. Hard to believe given this store’s location on one of the busiest highways in the nation. Obviously they are lacking competent management. I would recommend Sears look at the store’s sales record based on location and available population. I’m sure it speaks for itself. Customer Service 101 training is certainly in order.
I was a fan of the Sears Service Center in Springfield before it closed. The customer service team they had was great! Wow — what a difference…

Customer service is nonexistent at this location. Been standing in line for 30 min just to get my vehicle back.

This place has AWFUL to NO customer service. Many of the staff just stand around watching the two cashiers. The phone rings off the hook with no one answering. I’ve been in line close to 30 minutes now just to pay to get my car back. This is unbelievable. I doubt if I will ever come back.

First come, first serve… be a early bird and you will leave on time.

I have been going there for twenty years and the customer service this year is at the WORST it’s ever been.
Third time waiting 4 hrs to get van repaired for noise. Van still making noise. They did balance the tires. Manager Yama promised that he could fix it another day if I gave him two hours. I aked him to put that in writing, which he couldn’t.
Drove away and one of my lug nuts came off and rolled in front of my car.
I’m NEVER going back there again!

Among the stupidest assholes I’ve ever dealt with.
I was planning on taking a long road trip and needed a cargo carrier that unfortunately only Sears sells (trusted me I looked EVERYWHERE else first).
I tried calling their store several times to see if the one I want is in stock but they apparently don’t always answer the phone. I went on the Sears website and it said the item was in stock here so I ordered it on the website for store pickup.
The next day I called to confirm they had it and they said they don’t have it and no stores within 25 miles had it. I asked if they had a different model in stock and they put me on hold and hung up on me. I called back several times before getting through to someone and they said they’d have to check and call me back. They called me back and said they had only one in stock that would work for my car so I told them to hold it.
I went there and they said they would install it for me and it would take an hour and a half. I said OK and asked if they could do an oil change at the same time (which they agreed to). I asked them to make sure to check my tire pressure since I knew it was low.
Went to the mall for a while. I came back an hour later and they hadn’t even opened the box with the carrier in it. Eventually they opened the box and started to take it out and the shop manager came over screaming at the mechanics to stop what they’re doing because it wouldn’t work on my car. I talked to the manager and he said it wouldn’t work because my car (which has factory roof rails) are slightly curved and the cargo carrier is supposed to go on a flat rail.
I pointed out that the carrier has metal clamps that hold it onto the rail and it shouldn’t matter if it’s curved, and ALL cars with factory roof rails are curved, but he insisted that it wouldn’t work and refused to install it.
I said fine and decided not to buy it and just asked to pay for the oil change so I could leave. I asked if they checked my tire air pressure and he said no. They went and checked the tire pressure and put some air in the tires. As I was driving away, I checked the car’s built-​in tire sensor and the tires were still low so I had to stop at a gas station and put more air in the tires myself.
By the way, as I went on my road trip, I passed an identical car to mine, with the same roof rails, with the same exact cargo carrier that I wanted. I guess those people didn’t go to Sears.

I really do not write bad reviews unless I see a very good reason (especially for a company that is struggling like Sears), but I think that anybody considering going to this place should know what the experience is going to be like.
There is absolutely no attention paid to customer service in this place, whatsoever. None. It took me ten minutes of walking around just to find the correct place to order a simple oil change. It was completely non-​obvious because there was no line, and the salespeople were basically servicing the most aggressive customers who happened to be standing around a set of kiosks. I literally had to walk up and get the guy’s attention.
Because of this it took me a good 25 minutes to order an oil change. I was told the estimated time of service would be about an hour and half so I walked over to the mall and had lunch. After two hours and no call, I walked back over to the auto center to find the waiting area in complete chaos. I waited for 30 more minutes and after getting no service at all, had to literally confront a mechanic coming out of the bathroom in order to get checked out.
Now I’m not sure who the manager of this place is, but he either is completely incapable of managing operations, or has no idea what is going on. I watched them lose at least $ 500 worth of business in the time I waited because people simply got tired of waiting and left.
Save yourself a trip and go somewhere else.
Oh and by the way, if you happen to have one of their coupons, as I did for a $ 22 oil change, don’t let that sway you into going to this place. After their hidden charges, you’ll still pay close to $ 30 and after figuring in your time you are far better off going to another place. The only other oil change place I’ve been is Goodyear. At about $ 40 it is a little pricier, but had I known that I’d waste half a day dealing with Sears I would have gladly paid the extra money.

Just the facts ma’am…just the facts.
I did an internet search for the best price for a pair of Goodyear all-​season Eagle 94W tires for my 17″ Audi A3 rims. Sears had them, at the best price I could find online, and with a «$ 40 off two tires» special. That was a total win for me. And I could pick them up — no need to wait for shipping. Whoo hoo! Their waiting room was comfortable, with coloring books for the kids — a big win for any mom. And the science channel was on — another win, no political jibberjabber, no talk shows, no drama judges — just simple programming (until another customer requested game shows be turned on, much to the staff’s chagrin).That’s the good part.
Since I was there, I figured I might as well have them install my tires for me while I wait. Tire installation is pretty straight-​forward, right? Therein, my assumption was my biggest mistake. Years of my mother going to Sears for auto service and their telling her that there were constant needs to replace the brake pads should have taught me better — but I figured I’d give them one more shot. This last visit to their service center was my last one.
At $ 15/​tire, described on the receipt as «install and balance», I came away with tires installed on my rims all right — but as Steve’s Foreign Car (in Hiawatha NJ some 250 miles later) pointed out to me, the old weights were still on there, and the tires were far from balanced. All Sears did was throw the new tires on the rims, sans balancing. My steering wheel shook so much on my drive up, I thought it would fall off. $ 50 in balancing for all 4 tires later, I drove back to DC without any shakes on the steering wheel, and (ah-​HA!) balanced tires.
Sears also tried to sell me alignment services — but I knew my tires were wearing evenly. They also tried to sell me services to replace my burnt out bulbs, but hell, I do that myself already. I’ve even taken the driver-​side door apart myself, and done minor repairs in the car. They had no idea they were talking up the wrong girl.
So, lesson learned: I’ll go there to buy materials, but I’m not letting them touch my (or my families’) cars again.