Complaint Rating:

Company information:
Kenmore Elite Refridgerator
Brookfield, Wisconsin
United States

I am writing about the terrible service that Sears has for their "large appliances"and to forward anyone out there thinking of buying from them. You had better do your research on the product and get the extended warranty on the product because you will use it ALOT!!! I have bought a Kenmore front load washer and dryer along with a Kenmore Elite Refridge from the Brookfield Sears in Wisconsin. Sales staff was very helpful. I have had X4 service calls on my refrigerator since July 2007. The first 3 were for the ice maker not working. It took about 2 months to finally get it repaired and now the ice maker and the fan are broken (making the entire refrigerator unusable). It usually takes 2-3 days for the service people to come out each time for service. They give you a time of 4 hours of when they will be there(very continent for taking time off). Every time they have been late by about an hour, so if you think you can take a half day off forget it, it will take all day. Not once have they fixed the problem on the initial visit, they have to "order the parts". I am not sure where all the parts come from(Africa?) but each time it has taken about 10-12 day for a part to arrive. When you call an independent company to fix it..2 days. What??? If you are unsatisfied with your product you have 90 days so if you think you have a lemon act fast and return it! Once you have fallen outside the 90 days you have to begin "a case file" with a 1-800 company called "one source". It is here where they collect your frustrated story and file it so ONLY if the repairman once he is in your house looking at the product dreams it "a lemon" they can (whoever they are) review your "case" and then let you know if you can get a new product. Sound frustrating? You bet! So remember the more expensive the product...the more that can go wrong! Sears definitely does not cater to the supporting customer and service people they are not!! Hopefully you will read this and take your business elsewhere.