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2.3 401 Reviews

Kenmore Complaints Summary

130 Resolved
271 Unresolved
Our verdict: Engaging with Kenmore, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Kenmore reviews & complaints 401

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J
2:15 pm EDT

Kenmore manufacturer's defect vs cosmetics

I purchased a Duel Fuel Range (plus a refrigerator) less than a year ago. Not only did it smear horribly no matter what I used but paint started coming off especially around one burner, getting bigger and bigger, literally to the metal, everytime I wiped. Scratches, paint washing off from around burners, never looking clean. I was surprised to find that it was paint and not a porcelain surface. Visited my local store but no good suggestions.
I finally called for a technician to come out. He poured glasstop cleaner which is like a liquid car wax, polished it up and even though the smear was less it still did not clean it. When I asked about the paint coming off the surface he said it was a cosmetic problem and as such was not covered under the warranty which I purchased until 2012. I was floored as I feel this "cosmetic problem" is a manufacturer's defect! Paint just does not wash off unless it was not applied correctly or there was something underneath to prevent even coverage. I called the MyHome #, explained the problem, was referred to Customer Relations, explained the problem (which they said "I" had called due to "STAIN that was SPREADING"! I refuted that and asked them to find the person who typed THAT in as it certainly wasn't me). They eluded to it not being covered under the warranty because it fell under the cosmetic part that is NOT covered. I asked to speak to a supervisor but was told to call Kenmore! I called Kenmore to complain about the DEFECT but was told that it is completely on SEARS as they are the manufacturer! They gave me the same number I had just got off the phone with...Customer Relations. I asked for a supervisor, got one (shock) who told me that it depended on what the technician said. I told her he said it was cosmetic and that when I pointed out that it is not normal for paint to 'wash' off a stove he said it did not fall under the manufacturer's defect! She said the decision would be based solely on him but would contact me the next day. I am still waiting for the moment. I chose to buy from Sears as I felt it was "better" than these fly-by-night stores and truly believed that Sears would stand FULLY behind their products. SEARS: NEVER, EVER, AGAIN!

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11:00 pm EDT

Kenmore power surge

On Tuesday 8/12/08 we lost electricity. I had just placed supper in the oven. Kenmore range model number790.[protected] purchased 2002. Power was out for an hour. We had a 30 minute errand to run. My husband and I discussed not leaving because the oven was on at the time of power failure. We did not think the oven would turn back on nor think go turn off circuit breakers. We returned 30 minutes later to fire shooting out of our kitchen window. The neighbors noticed and called 911. Before the window broke the neighbors looked in the window. They reported seeing the fire behind the stove. After the fire was out the fire fighter showed us the raw meat still in the oven. The fire chief said that he had seen many Kenmore ovens in kitchen fires. They malfunctioned. I am trying to find out if there was a recall on my model. The fire and smoke damage destroyed our home. Now I am waiting on investigators and adjusters. It is a nightmare. If anyone can share info. please do.

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E
4:48 pm EDT

Kenmore refrig condenser assy cleaning procedure

Kenmore refrigerator (M/N 106.[protected]) manual incorrectly instructions how to clean condenser assy. Condensor assy design does not permit usual method of cleaning using a brush made for refrigerator condenser.

Sears customer service can only recommend calling out their service tech.

Cleaning a condenser assy has always been and should be an easy task which it currently is not!

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V
3:14 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Kenmore bad business practice

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.

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Semperfimac
Mountain Home, US
Feb 27, 2010 9:10 am EST

Had similar experience with Sears Calypso Washing Machine years ago. Sears is not the same company it was 30 years ago. In those days they valued customers. We're done with purchasing Sear Kenmore products.

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C
4:27 pm EDT

Kenmore cracks in liner

(12/06) We bought a Kenmore Side by Side Refrigerator 106 [protected] and discovered cracks in the liner(5/08).

We called Sears, we were told we had to have a repair man come check it out. He arrived & said the only thing that the manufacturer recommended was an epoxy to cover the cracks that have already started to discolor the liner.

We did try to work with Leslie Daley from Sears Corp.
We had the repairman come out with the part(an epoxy plastic panel) that would have covered the cracks but it looked as awful in the repair booklet as it did when the repairman held it up.It was not a flush fit. Even the repairman said the liner was defective.

We did not have the epoxy panel put on because my daughter has breathing issues and there is no way to insure MOLD from NOT growing beneath the panel/in the cracks. Epoxy is not a fix it is a bandage.

Leslie Daley at Sears said that is all that they are going to do. They are done.

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1:04 pm EDT

Kenmore broken

Kenmore Elite appliances are the worst. We spent $10, 000 on four appliances...refrigerator, stove, dishwasher, and microwave in September 2005. Within the first year all four had broken at least once if not twice. After the first year we called Sears and asked for a free extended warranty...we were denied. Sears wouldn't even offer an apology for our faulty appliances. Our dishwasher is now down for the count. It will cost us $550 to replace the broken motor assembly...it would have been 3 years old in two more months. I will be buying a new dishwasher from a reputable business that does people right when they have appliances that are lemons. I will never buy from Sears again and I discourage everyone I know from buying from them. When we purchase our new dishwasher I will be dropping this one off in the Sears parking lot where we bought it.

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3:00 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Kenmore service support for a $1600 fridge 17 months old

We bought a Kenmore Refrigerator model#[protected] approx $1600 in February 2007 along with a stove, dishwasher, and built in Microwave. I had repair man from another company come and take look the ice dispenser and he diagnosed the problem and called to get the part and they could not get it. He suggests I call Sears directly and have them come out. I called Sears to try and get a cost on the part which is the Housing Dispenser. They say they can not sale the part because it has to be installed by Sears, I said fine and asked for a cost, they also did not have this information. He gave me the number for Kenmore [protected] which then leads me right to the Sears Service people in which I have talked to extensively. They want to charge me $70 dollars to come out and diagnose the problem and if they are unable to get the part or fix it then I am out my money. Second I have requested that they bring the part which I have told them what it is when they come and they say they cannot do this. They have offered me the 1 year limited warranty which is $250 but if the cannot fix they will give me $500 so now I get $250 of credit to buy another refrigerator. I am still out of a $1600 refrigerator that cannot be repaired after 17 months. I find that neither Sears nor Kenmore can stand behind what they are making if they are unable to repair something for $250 or give me the same product or an equivalent. The $250 is not a good option considering the money that has already been spent renting a refrigerator for $100 a month. I have now been on the phone for over 2 hours with no resolve. I have also been on hold for 41 minutes to talk to a supervisor. I think you may have lost a customer who thought Kenmore and Sears had a good product and service.

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M
9:39 pm EDT

Kenmore terrible quality product!

Kenmore range-- do not buy another range from any sears store! Mine is just over a year old the oven has been used just 6 times and the control board that runs the whole range has code f1-e1 meaning the board is junk now they will sell ya a new board for just $300 now that may not be much to some people but come on i can buy a cheaper model from another store for what they want just for the part to fix this piece of junk and i am not the only one if you look. There are many many people having the same problem with the same control board and they will not fix the problem! Even if it is a defect you must pay for it all yourself! I will never buy another thing from any sears store.as long as i live!

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arnieg
,
Aug 30, 2008 8:12 am EDT

A permanent fix for the F7 error problem was developed by Charlie Popeck, a professional engineer. It involves inserting a piece of paper between two ribbon cables to eliminate the possibility of short circuit between the two cables. The 30 minute procedure is described (including photos) at the web site

http://www.fixya.com/howto/h155060-dreaded_f7_error

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Babs Wright
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Jul 20, 2008 11:42 am EDT

We got the same F7 code. When I called Sears to arrange service, I specifically told the service center what code I had and asked for a general ballpark figure to fix it. She said a service man would have to look at it. Fair enough, I thought. So for $75 plus an added $5 for gas (the service center failed to alert me to the new gas surcharge), the service man came to my house and when I told him about the F7 code he didn't lay hand nor sight of eye on my oven and told me it would cost over $500 parts, labor and year warranty to fix it. So, not only do Kenmore appliances fail, Sears call service center does do.

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Karen Neel
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Jun 16, 2008 7:59 am EDT

I had the exact same experience with a Sears Elite range. After less than 3 years of use - got an F7 error code and the repairman said I needed new control panel. Cost from Sears just for part(control panel) $493. I found the part for $307 elsewhere. Once you add the $65 fee for Sears to come out to my house the first time, then the $161 labor to install the part- the total to repair this range was $533. This is not counting my time off work for the repair (2 visists)or the 11 days of eating out as we had no way to cook. I paid $1, 600 for it and got less than 3 years use. Please do not buy Kenmore products- their quality has gone down the tubes.

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N
9:12 am EDT

Kenmore sears customer service

I'm disappointed with the Sears Service. It is the second time I’m having this experience and nothing is changed since. My dishwasher (under warranty) broken and I can't schedule tech to come, since I work Mon-Fri and can't take the whole day off just for that reason. Service representatives are very unfriendly and I don't have other choice but repair this dishwasher myself. I’ will never buy any product from sears and make sure that everybody will know how difficult to deal with sears if appliance is broke.

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9:37 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Kenmore - popping sound stove top!

I bought a Kenmore stove in February 2007. At the very first use of the large left side front burner (electric) once hot and cooling down there would be a loud pop. The stove was six weeks past warranty when I finally talked to a salesperson at Sears about it. I was told it could be in the wiring and I scheduled a person to look at the stove. He told me it...

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11:53 am EDT

Kenmore washer leaks during wash cycle

My front-load machine would leak whenever I would wash a load of clothes.

We scheduled a service call in early March (2008) when the tech came out he ran the washer on the spin cycle 6 times and told me there was nothing wrong with the machine.

When I tried to do laundry a week later I still had the same problem of my machine leaking. So I scheduled a call for Friday March 21 from 1-5pm. I got a call around 3pm telling me the tech got an asthma attack and had to go home. The next available appiontment was for today, Saturday April 5 but now they tell me 8-5pm. So I wait. Only to get a call at 1pm telling me the tech went home sick.

Called to speak to a manager and the only that could be done is to give me another date now April 15th from 8-12 so again another day off work. I can't tell you how upset this makes me. Such a bunch of crap!

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reindeer
toronto, CA
May 09, 2011 9:21 am EDT
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completely agree

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Virginia Brawner
,
Apr 05, 2008 11:02 pm EDT

Sears will tell you anything to get out of trying to settle your complaint. I bought a 13 inch tv set from them about two years ago. It had a 90 day warranty, but just before the 90 days were up the tv stopped working. I started trying to get help from Sears Customer Service.

I couldn't get anywhere calling the store, so I called headquarters in Chicago and was told there was nothing they could do. I kept calling every phone number for Sears that I could find. But no one could/would help me.

When I finally got some little executive type in Customer Service he did not want to help at all. I told him I had spent about eight months trying to get a resolution to the problem and if I couldn't get any help from them I would take the tv set back to the store and if Sears was going to make me pay for a piece of junk
posing as a tv set that they just may as well make me pay for a plate glass store window because I was going to put the tv set through the window instead of walking it in through the door.

With that I got resolution.! He told me to go ahead and take the tv set back to the store and he would personally call that store and tell them I was returning the tv set and and that I was to be given full credit. When I walked into the electronics dept every one in there knew my name.

I spent a total of NINE months dealing with Sears.

Never again!

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K
4:03 pm EDT

Kenmore sears will not replace lemon

We have a Kenmore Elite 3 door refrig purchased from the Great Indoors. It has been serviced 5 times ..3 times for the same reason..circuit board quits working..we loose the cooling in both the freezer and frig part. We have lost food 3 times. We have been requesting a replacement and no one in the entire Sears organization has the authority to do anything except tell us we purchased the wrong kind of warranty..they will just continue to repair it as it continues to break. We will never purchase another thing from Sears. I have been hung up on, passed on to other areas and back again and get no where. It is my intention to notify everyone about the poor customer service and refusal to stand behind their products. As I can see from other complaints we are not the only ones that have had serious issues with them.

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Update by Karen Polick
Apr 16, 2008 3:44 pm EDT

finally ! The Better Business Bureau came through
for us...Sears/The Great Indoors after several attempts to resolve this with the store, gave us full refund toward the purchase of another refrigerator
after they were contacted by the BBB...Thank you BBB !

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Savage3
Spooner Wi, US
Mar 19, 2021 8:28 pm EDT

Kenmore refrigerator bought at Sears two years two months ago. Very noisy. That I can deal with but the temp goes to 45 degrees to 37 degrees. Is this normal? What should we do?

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davidgrape
, US
Aug 05, 2020 4:12 pm EDT
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795.xxxxxx number frig is really an LG...junk...again warranty service sucks too...4th time in 3 years broke down.

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Front Load Nightmare
Mt Sterling, US
Dec 29, 2011 5:40 pm EST

We have all three appliances from Sears..stove, fridge, washer and dryer. Our appliances are only 6 years old and have been worked on numerous times. our washer was worked on last year and it took them 6 weeks to figure it out. I spent a tremendous amount of money at the laundromat and they only gave me Sears cards for refund meaning I had to go to their store and spend it. That did not help with my loss of money. Now, my fridge is broke. It keeps freezing up on the fridge side. They have been here 4x to try to fix it. It is still not fixed. I have lost groceries and no one seems to know how to refund me the money back for them. They just came last week to "fix" it and guess what, still not fixed. I was under the impression that if they can't fix something after 3 times they are supposed to give a new product; but it seems no one knows anything about that. NEVER again will I buy from Sears. NO MORE! I could have bought a sub-zero or a professional grade for what I have paid for these products plus their repairs. I want to take my fridge and my washer and put a big lemon on it and sit it on their front porch. NO MORE SEARS PRODUCTS FOR ME EITHER!

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Leroy in Hawaii
Kailua, US
Jan 08, 2011 3:49 am EST

I am having a similar experience. My 2-1/2 old Sears Kenmore side-by-side has stopped working, and the soonest Sears can get someone out to look at it is in about 3 weeks! We have since called a local independent repairman, but he has been unable to get it to work after several tries and hundreds of dollars. I called the salesman who sold the unit to us, and he express his sympathy, and gave me some phone numbers to call, but I just ended up back at the same call center telling me I had to wait for three weeks.
NO MORE SEARS PRODUCTS FOR ME!

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Cindy Carter
, US
Aug 03, 2009 12:21 am EDT
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I have a Kenmore Side By Side that came with a new house..it quit cooling within 6 months..called Sears..repairman said nothing was wrong because it started working again after he got here..After the 1 year warranty ran out it quit again..called Sears..sent a repairman out..he said it could be anything but didn't fix it.Year later..same thing..this time said it could be evaporator fan...another repairman not related to Sears said he thought it was the sealed system which is still under warranty.Today..quit again.I am done with it...3 years old and have lost all my food 5 times..today after I grocery shopped.I'm not spending any more on service calls or money on it.Sears won't replace what is obviously a lemon..and I am tired of paying for service calls and not having it fixed.I feel the outside repairman is correct and it is the sealed system which is still under warranty and that is why they keep telling me it is other things.He refused to fix it because he said Sears should honor the warranty..so yet another service call and no repairs.I cut my Sears credit card up (after being a cardholder for 25 years) and will never set foot in another Sears or Sears affiliate.They used to back their products...now they just don't give a crap.

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Lei
Boxborough, US
May 07, 2009 8:33 am EDT

We had a Whirlpoor for over 12 year and had no issue. Since we bought Kenmore Energy effecient in 2005, my electricity bill went up and we could only put half of the space stuff in there, otherwise it stops working. Now only the freezer is working... so bad... I will never ever buy from Sears.

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Susan in Seattle
,
Nov 22, 2008 3:27 pm EST

Similar sad story: we have had to spend almost as much on repairs as it cost -- only for it to break down again -- With no response from the company. I foolishly did not continue the repair contract thinking --from the old days- that Sears products were reliable. Never again! We have a bottom freezer Kenmore: DO NOT BUY ONE OF THESE!

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AMY
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Oct 07, 2008 9:12 pm EDT

WELL, ITS NOT ALWAYS A STORE ISSUE EITHER. UNFORTUNATELY, KENMORE, WHIRLPOOL AND ALL OF THEIR OTHER COMPANIES REFUSE TO STAND BEHIND THEIR PRODUCT. I TOTALLY AGREE WITH YOU. WE BOUGHT A WHIRLPOOL SIDE BY SIDE REFRIGERATOR IN AUGUST OF '08 AND BY SEPTEMBER THE REFRIGERATOR STOPPED WORKING. WE CALLED WHIRLPOOL (WE BOUGHT ALL OF OUR KITCHEN APPLIANCES FROM MENARDS FOR OUR NEW HOME) TO HAVE A REPAIRMAN COME AND LOOK AT IT. WE HAD LOST SOME FOOD AT THIS TIME BUT FIGURED AS LONG AS IT WAS REPAIRED WE JUST DIDNT WANT TO DEAL WITH ANY OTHER ISSUES. REPAIRMAN CAME AND DETERMINED THE PROBLEM, ORDERD THE PARTS, AND SET UP ANOTHER APPOINTMENT 3 DAYS LATER. AFTER THE REPAIR, IT ONLY TOOK TWO WEEKS AND AGAIN IT QUIT. AFTER GROCERY SHOPPING ON A FRIDAY FOR A PARTY AT OUR HOME ON SATURDAY WE FILLED THE REFRIGERATOR. SATURDAY AFTERNOON OUR FOOD WAS WARM AND NOT APPROPRIATE TO FEED GUESTS. SO NOT ONLY IS IT AN INCONVENIENCE BUT VERY, VERY EXPENSIVE. WHEN I COMPLAINED TO WHIRLPOOL, I WAS TOLD IT DOESNT MATTER HOW MANY TIMES IT BREAKS DOWN AND THAT I SHOULD "READ YOUR WARRANTY" . THEY DON'T SEE IT AS A PROBLEM THAT BUYING A NEW REFRIGERATOR IS FOR A PEACE OF MIND THAT YOUR FOOD WILL BE KEPT COLD. OUR EXTENDED PURCHASED WARRANTY WILL NOT KICK IN UNTIL THE MANUFACTURE'S WARRANTY IS VOID. THEN, IF WE HAVE 3 SERVICE CALLS FOR THE SAME THING WE CAN GET OUR MONEY BACK. SO, I GUESS IN 1 YEAR, AND $$$$$GROCERY BILLS LATER, I CAN RESOLVE THE PROBLEM WITH A SECONDARY WARRANTY I BOUGHT. THAT WILL BE NO THANKS TO WHIRLPOOL. MAKE SURE TO FIND OUT ALL THE NAMES THEY SELL UNDER BEFORE PURCHASING AN APPLIANCE. DEFINATELY WATCH OUT FOR THE SIDE BY SIDE'S. THEY HAVE THE MOST COMPLAINTS WITH NO HELP FROM THE COMPANY.

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Pepe
,
Jun 15, 2008 7:53 am EDT

We are in the military and just came from our overseas assignment. The house we bought has a Kenmore side by side refrigerator and within a week of moving into our new house, it failed. It was making ice and cooling down but after 24 hrs, it warms up and melts everything. If you shut it down and power it up, the ref cools down again but only for 24 hrs. A light on the ref temp control panel shows the number"4" continuously flashing. I looked at the manual and it seems like it is an error code. I called the number to Sears and Kenmore and no one can tell me what it is unless I pay for an initial $75 visit which will be in a week or so. I think it is a circuit board problem so I am looking up the part to order it online. So far no joy in finding it either. I will go to Sears today with the electrical schematics I found under the ref. I hope they can help me out. If not, I'll write to the CEO as proposed here and see what they can help me with. The ref is probalby 1-2 yrs max. Thanks for all the info from the previous complaints. It helps me find some solutions. Thank you.

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Judy Sanford
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May 20, 2008 4:02 pm EDT

Adding to my last comment of six days ago, I had an offer from the appliance manager of the local Sears store. They will refund half the original selling price if I buy a new fridge from them. I am thinking about doing it as I don't have to buy a Kenmore, which I won't. I think it is actually a fair offer as opposed to nothing, which is what I received from customer service. I bought a service manual and found that LG makes this appliance. Their track record is not so hot so it leaves me with GE or Amana. Whatever I buy, I will purchase the extended warranty as I have found tons of complaints on all the companies.

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7:20 am EST

Kenmore service/repair dept.

I recently experienced a problem with my front loading washing machine. We removed the suspect part and did the test as indicated in the pamphlets given at time of purchase. We purchased the washer and dryer in MAY 2017. We determined there was a problem with the Motor Controller - good news it was had a 5 year warranty. First call to 1-800 number to ask about replacing the part. They indicated I could go to the repair depot and exchange the part (warranty) however I made am appointment for a service tech just ins case (the next one available was 10 days) - wow - I do a lot of lundry - didn't know how I was going to manage for 10 days - oh well. Took time off work and went to the other side of town to make the exchange - keep in mind they do not have a phone number (so I was told) that I could calland ask questions. Part in hand I headed out. After waiting there for over 15 minutes finally talked to staff. They looked up the part - went to see a manager - and came back telling me they could not exchange it - I had to have a tech come to confirm defect. I had been told it would cost $79.95 just for the service tech to get in his van and come to my house, however at the repair depot the girl informed me I could call and get a Repair/Maintenance Agreement that would cover all these costs.
I called the number and was informed that no - I could not get an agreement as I had already placed a servic e call for a tech. Called back to your 1-800 number and they gave me another number to call. That number advised that I could go to any Sears and have the part ordered as a warranty item and then I could repeat the drive to the other end of town to exchange the part. As we had taken it out, checked it - we knew we could replace the new part without any difficulty. I did go to a Sears outlet and after much time spent with a staff member on the phone to "someone" I was told that the part was only under warranty if a Service Tech came to the house. In otherwords I could not get the part under the "warranty" unless I paid Sears to come to the house. I asked the question "How much an hour " would it cost. Assuming a minimum of 1 hour plus the truck time, (remember - we have the part out and the washer open - I wanted to know if it was worth waiting 10 days and paying Sears or should I just go and purchase one from our local parts department. No one could tell me the hourly rate. I spent well over $30 dollars at the laundromat plus my time. I feel that I wasted way too much time finding out what I founds out. I believe I was steered wrong at every step of the way.

We believe the problem was an intermitent one and hope that all is well, I am keeping my scheduled appointment in case it fails between now and then. If it fails I may just bite the bullet and purchase the item from an independent part depot and save myself the aggravation and headache.

Sears - wow - poor service(warranty) information

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wendy
,
Oct 08, 2008 7:24 pm EDT

We bought a new washer and dryer 6 years ago, from Sears, by no means the first kenmore product we have purchased from Sears. The first washer and dryer we bought lasted almost 25 years, and they never needed servicing, but they did eventually, wear out. This set, totally different...the washer just didn't seem to be as good, right from the start. This was not a cheap set, but it was not the the most expensive set they offered either. The washer quit spinning...I called to see about getting a tech. to come and repair, we have no service agreement, and the warranty was only good for 5 years...they could not send anyone for 2 weeks. Not wanting to leave my laundry for that long, or pay to use a laundro-mat, we decided to try to get someone local to have a look at it. It is repaired, and it ONLY cost 350.00...HOW NICE, NOW SEARS PRODUCTS ONLY LAST 6YEARS, BUT REMEMBER ...THEY ARE WARRANTIED FOR 5 YEARS. I FULLY expect, we will not be purchasing anymore SEARS products in the near future. BE VERY AWARE

Valerie
Valerie
, US
Oct 17, 2008 6:44 am EDT

From June 11 - Sept. 23 we have had 8 service calls, one of which was sent to my mother's address in another part of the state and one of which because a wrong part was ordered. The other 6 calls were either to install a part or order a part. In a brand new refrigerator, we have had to replace the evaporator motor, control board and baffle, gaskets and misters, and the end is not in sight as we have been told they have had many problems with the dual control refrigerator.

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Chris Hall
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Oct 31, 2008 11:54 am EDT

To whom it may concern
We bought a fridge and stove in march of 07, as our 25 year old was due to be replaced, this week my wife was wiping the stove down and it started peeling paint off and rust showing, it is just above the bottom drawer, when i contacted sears to have something done as i have warrenty they told me it was cosmetic and was not coverd and to have something done would cost me, i think a stove should last longer than a year and a half, it is not abused, please advise me as to what do, i am due for a washer and dryer but am not impressed with the stove so i may go to another brand at another store
Thank you
Chris hall
350 spring street
Cobourg ont
K9a 3k6

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mcdemers
,
Dec 03, 2008 1:02 pm EST

We purchased an expensive stainless kenmore freestanding electric range a couple years ago. After only 1 1/2 years the black top started to deteriorate and two of the elements corroded and shorted out (twice with fires!). We have had to replace all four burners twice now...a few weeks ago while cleaning the front of the oven door my finger was nearly amputated due to the edge of the stainless around the window. Also about 2 months ago when I went to open the oven door, the entire door feel apart, glass separating from the frame, etc...luckily no one was hurt in that incident. Fast forward, Thanksgiving 08, teenage kids home alone and cooking (18 & 19) and again a burner starts sparking and catches fire, they try to shut off the burner but the entire stove went crazy and the cleaning system kicked in, locking the door and heating up quickly! They had enough sense to run to the breaker and shut it off...now nothing works on the stove...at least I dont' have to worry about my grandchildren loosing their fingers any more!

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Gibaline
, US
Jan 04, 2010 12:33 pm EST

I purchased aKenmore refrigerator on Monday of last week, delivered on Wednesday of last week, and this is Sunday and my refrigerator is not working and I called customer service, the 800 number crying and the woman asked me if I was on any medication. Evidently they are diagnosing medical conditions now, of course I was crying and this is the second week without the refrigerator. I bought from Sears from Customer Service, whick evidently is not the case.

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Wholler
, US
Jun 24, 2010 7:40 am EDT

We purchased a heat pump from Sears in 2017 - the air conditioning unit has never worked for more than a few weeks at a time - we have had 8 different technicians attempt to fix it, each one leaving with a different explanation, too much freon, not enough freon, celluloid switch, compressor, pressure regulator - receive emails from the webmaster@sears.ca confirming the unit is fixed and problem resolved. Phone calls to salesman remain unanswered - the only time he called back was when we called to say we wanted to now buy a new furnace - he was at our house in no time - like we would ever purchase anything from them again ! He also promised he would see to it being repaired. The entire episode has been very frustrating. We have been requesting they take the unit back and replace with a new one - if they sold us a cheap unit we would gladly upgrade to something better - we are not even allowed to have an independant service technician work on it as it will void our guarantee so we are at the mercy of these geniuses they keep sending and are now facing another hot and humid Montréal summer with no air conditioning. This latest episode started mid May - it is not June 9th, and it is still not working, with no sign of it being repaired anytime soon!

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Ralf
, US
Jul 11, 2009 10:09 am EDT

Buyer Beware! This expensive refrigerator looks great. In reality the 25' three door holds less than my old 21'. Extra points for design stupidity include a door shelf for eggs that is about 1/4 inch short for a carton of eggs. Shelfs on door are nice and deep but so close together that a regular milk cartons and condiment bottles will not go into shelves. The drawer below the crispers is one solid drawer requiring that both doors be opened to remove anything from the tray. The ice dispenser is less than 1/4 inch too short for a nomal drinking glass thereby rendering the water and ice dispenser an annoyance rather than a convenience.

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Ron
West Milford, US
Nov 16, 2011 1:00 pm EST

I went to sears 3 months ago because i needed a new propanw water heater, they were the only ones at the time with a unit in my size, i told the salesman i needed a propane water heater and he told us they only sold propane heaters at his location, he looked it up and i got one along with the parts to hook it up. The unit was supposed to be for propane and the box was mark so, so i took it home and hooked it up. it started right up and ran fine for three months, then stopped working. After some head wringing i found the cause and a reset button by the termo coupler, rest it and it didnt work on the light setting, have to put it on low now to light, noticed the top of the flame was a bright orange, an indication it was a gas heater, not propane, then noticed the units tag says gas only. went back to store and they refused to help me saying we didn't install it so we're not helping you, they also refused to order, or supply my with a conversion kit for l.p. and refered me to a local hardware store, who told me it was an item we had to get through sears.
I tried looking up the conversion kit on their site myself, but their website won't correctly search for the item, i either got ceiling fans or something else. I tried using their online assistant and they kept trying to look up the wrong parts, and didn't know how to look them up either. So WTF, i'm I supposed to replace my water heater again after only 3 months because sears intentionally sold me the wrong unit for a quick sale, i will never by anything from sears again.

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JEANIEHA
Ruskin, US
Dec 02, 2013 5:46 pm EST
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When the refrigerator was delivered it was pushed againest the wall and the wheels were not installed or dropped.
I had asked about wheels before purchase and was told it had wheels.
I am not able to move this frig. nor can a plumber to hook up the water for the ice maker.
The sears store does not want to correct this problem and without a manual we are not able to do it ourselves.

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thenodemaster
Hemet, US
Sep 08, 2014 9:20 pm EDT

On August 27, I called for service on my Kenmore roof combo heater/AC unit that I bought and had installed from Sears in 2017. The technician came out and was on time and found the issue promptly--I have no issue with my tech whatsoever: he has been the only positive experience I have had. We found that the blower motor had failed and he would need to order a replacement. It was 105 with 80% humidity. Not happy, but I work in field service and understand how things like this go when it is a newer unit. I watched the tech place the order before he left and was told it would be 5 business days before it would arrive. Not happy about it, but, again, I understand. Fast Forward to the Friday of the next week. I get a call at the end of the day from my tech informing me that the place he ordered the motor from over a week ago had only shipped it that Wednesday--it took a week to ship. It arrived today and my tech tells me that he is booked up by his manager and cannot get to me until this Wednesday, but he would try to see if there would be a cancellation that would allow him to be here Tuesday. This is going on 2 weeks without our AC unit. It is Southern California and the daily average during these two weeks without AC is 105 with 80% humidity. I tried five separate time this afternoon to escalate the issue and have been "disconnected" each time. Then, when I finally get someone, I am told that the scheduling department is already closed and to call back first thing in the morning. I have an 18 month old and pets along with my wife who has suffered through this ordeal for two weeks and they still want us to wait another 2 days--and then they want their $250 for labor! The motor is covered under manufacture warning, but labor is not. At this point, I and my wife are so dissatisfied that, if it would not stretch things even longer, we would tell Sears to keep their motor and we would go elsewhere. I really regret buying a Kenmore rooftop AC unit. I am going to insist they comp me the labor for this fiasco. If they don't, I will be back here to update.

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12:34 pm EST

Kenmore heater comes on even when oven is turned off

We bought a Sears Kenmore Oven about five years ago. Today, I turned the oven on to preheat so I could bake cookies. After baking the cookies at 370 F, I turned off the oven. After few minutes, I opened the oven to remove the cookies and realized that the top heating element was red hot with the oven very hot and the cookies burned out. The only way to get the coil to stop heating was to unplug the oven from the outlet. This has happened a couple of times. When I contacted Sears I got no response since I did not have warranty. I believe this is a defective product that should be recalled before a more serious problem occurs.

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brooks4288
Westminster, US
Jul 09, 2013 3:17 pm EDT
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We had a new house built and i was glad when i found out that they put Kenmore appliances in (Range, Dishwasher, Refegerator, and Washer, Dryer) Because That is all i used until now .We turned the oven on and ten we started smelling a burning wire smell. we stopped using they oven and called sears and they said it was out of warrenty but would send a tech out to check it for the normal fee . It has a 1 year warranty it is 3 months out of warranty !No Help at all so i ordered a lower element to replace and that did not fix they problem . I have not been able to get anywhere .
DO NOT BUY KENMORE APPLIANCES THEY DO NOT STAND BEHIND THEM!

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Chicken Legend Guru
Amityville, US
Jul 10, 2013 11:33 pm EDT

I do not trust Kenmore appliances. Their dryers will not dry my chihuahuas and instead keep killing them. The last one was still wet when it died! They are junk.

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brooks4288
Westminster, US
Jul 10, 2013 3:57 pm EDT
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from purchase not install ive been in my house less than a year !

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Kenmore kenmore refrigerator causes house fire

We own a rental property where we had a Kenmore refrigerator, which we purchased from my daughter, in that house, model # [protected], serial # SL1943508. On Dec. 7, 2007 the refrigerator caught fire and caused a house fire. I have a copy of the North Liberty Fire Department report wherein the investigator determined this to be the case.

Our rental property insurance covered most of the loss with the exception of a $500.00 deductible and the cost of the refrigerator itself which was not covered since it was personal property. The fire was a result of defective product and we sent a letter in January requesting that Sears would reimburse us for our $500.00 deductible and provide us with a new replacement refrigerator.

We never received a reply.

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PKim
, US
Jan 31, 2014 11:25 pm EST

Our Kenmore fridge is now sitting out on the curb waiting to be taken by someone or get junked. Our Kenmore fridge, purchased in the fall of 2002, served us well for the past 11 years until it started emitting a very strong smell of burning rubber yesterday and then finally stopped cooling today. Fortunately, we did not see any fire/smoke/ash but, after googling the issue and reading all the posts on this site, we're not willing to repair our fridge and risk a fire in the future. We are appalled at the number of similar complaints that have been posted about this matter. Aren't there any attorneys or law firms that want to take on this issue for a class-action law suit?

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Jayfal
Edgewood, US
Sep 19, 2013 6:48 pm EDT

Same experience this weekend. Kitchen filled with smoke after compressor relay caught fire. if it had happened an hour later, no one would have been home and we would surely have had a house fire!

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Beowulf2012
Winter Haven, US
May 06, 2012 12:00 am EDT

Here is another testimonial. I just experienced the same occurrence with an older model Kenmore refrigerator that I keep in an outbuilding to keep extra food frozen and soft-drinks cold. I walked by the outside of the building yesterday morning and detected an awful burning tar-like smell. Upon entering the building, the air was full of smoke and which I noticed coming from behind the refrigerator.
I immediately turned off the breaker and pulled the refrigerator away from the wall. The smoke was coming from the bottom of the frig from the compressor compartment. Examination revealed that the starter overlay had been fried with the connecting wires completely burned away. There was considerable smoke and heat damage in the area. Fortunately, there was nothing combustible in the compressor compartment. Certainly there was sufficient heat to cause further damage. Strangely, the light and the fan continued to work and the malfunction did not trip the breaker. I am certain that had the incident gone undetected a major fire could have ensued. Did I mention that I am a 26 year fire service veteran? I know the cause of fires when I see them. Fortunately, this time I was not the victim of one.

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tatersinc
, US
Nov 24, 2011 2:08 pm EST

Same thing just happened to our Kenmore side-by-side, model 106.[protected] manufactured in 2003. Happened November 2011. The relay switch that plugs into the compressor overheated and smoked. At about the same time fridge and freezer had stopped cooling correctly. I pulled relay and it was black with burn marks. Sounds like a lot of people having the same problem. Still looking into repairing it.

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Searsneveragain
Sterling, US
Sep 07, 2011 2:46 pm EDT

Same thing happened to us yesterday. Luckily I was home with my 3 mo. old and heard the zzzzzzzt noise. Still the kitchen filled with smoke and the smell was awful. Everything in the fridge is a loss because the repair can't be made until tomorrow. I can't believe Sears knew about this and did nothing to warn me. That's the last time I buy anything from them. Thanks Sears for putting my family and home in danger for the few bucks it would have cost you to replace that part. Sickening.

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brian deans
London, CA
May 08, 2011 6:16 pm EDT

hi, this morning we woke up and from our room we could smell that something was burning. we checked everything in the house from heater to gas stove, etc only to find out that the smell was coming from the back of the refrigerator. i believe this is part of the overall relay .

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ctop
Niles, US
Feb 05, 2011 7:03 pm EST

I have a Kenmore bottom freezer #69272 purchased Jan, 2000 that recently has been emitting a slight external burning smell when running and momentarily when it stops. Coils are all very clean, condenser fan works, and cools properly. There is no odor inside. Not sure if any service technician has the acute sense of smell to recognize it. The back condenser and surrounding area is also clean and nothing looks melted. I was surprised by this blog of the fire hazard. My unit is not on any apparent recall list. Have any others with the bottom freezer had this condition? Is this fixable?

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Adam DeMars
Madison, US
Feb 03, 2011 5:38 pm EST

I also have a KENMORE refrigerator 106.[protected] that was purchased
FEB.2004 that on 02/02/11 filled our home with smoke and a noxious smell.
I can be reached at martian61@att.net if needed.
Not sure what I am going to do yet ?

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KLEMo
, US
Jan 18, 2011 3:23 am EST
Verified customer This comment was posted by a verified customer. Learn more

Our Kenmore 106.[protected] just did the same thing that the last 3 pages of commenters have talked about. Thank God we were home and awake; I hate to even think about the other possible outcomes. I have the CPSC website open in another IE tab, and will be filing an incident report with them as soon as I finish typing this...

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Buster k
, US
Jan 15, 2011 6:29 pm EST

Had same thing happen to our coldspot refrigerator model number 106.[protected]. Fortunately we were home and not asleep yet! Of course Sears was of no help, and I will not be buying any more of their products, and I'm making sure to tell everyone I know of their shoddy workmanship and to not buy anything Kenmore, unless they want to have a chance of a fire in their house. More important, I filed a formal complaint with consumer protection agency.
http://www.cpsc.gov/cgibin/incident.aspx
If you don't speak up, someone is gonna get killed.

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12:00 am EST

Kenmore discoloration between burner and stove top!

I purchased a Kenmore electric oven / range about 5 years ago. I also purchased the appliance insurance to cover any repairs that may have been necessary. Approximately 18 months ago I started to notice discoloration between the left front burner and the stove top covering. I contacted the sears representative and upon speaking with her she told me that I may have put a heavy pot on the stove. I explained that I am 72 years of age and I do not lift heavy pots. Sears refused to send any repair man to look at it and said I had to pay for it.

I called on several occasions in an attempt to have someone check my appliance. Each time I am denied a repairman. Several months after this incident I was contacted by a Sears representative to renew my appliance insurance. I explained to them that I will renew the insurance when they come to fix my stove.

Because of this poor treatment I no longer shop at any Sears stores.

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JKWilliams
JKWilliams
, US
Jan 11, 2015 8:27 pm EST

Not a "heavy" pot...a WIDE pan is what they said. Yes, a pan with a reflective metal bottom, that is a lot wider than the burner, heated hot enough, can discolor the surrounding stove top. My cheapo 16" aluminum-clad frying pan actually discolored stainless steel.

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12:00 am EST

Kenmore scam!

I purchased a kenmore 800 dryer in December 07. The buzzer would go off but the clothes were still all damp. The repairman came and replaced the heat panel. The dryer would still go off and the clothes were damp. Apparently the moisture sensor is highly sensitive so as soon as one article of clothing is dry, the dryer shuts off. Great design, right? They said I need to experiment with different amounts of clothes till I get it just right. My 16 year old Kenmore dryer used to shut off when the clothes were dry. So much for new and improved...

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Kenmore bad quality product!

I have a Sears Kenmore Gas Range Model 790 which we purchased end of 2005. I just used the self-clean option for the first time last night. (I wipe the oven quite frequently & place foil-covered pan under items to catch drips). I went into the kitchen after a couple of hours and found that the knobs for the stove had melted... one is unusable and two others are barely usable.

My warranty has expired & Sears is unwilling to replace these knobs at no cost to me. There is nothing in their manual that warns you to remove the knobs prior to using the self cleaning feature. The Customer Service rep was frantically trying to find something in the manual to say that but could not. I do not feel it should be my responsibility to pay for something that they built improperly. Either the knobs are not made to withstand the heat or the venting is in the wrong place. They will not budge at all & after reading so many complaints tonight about their lack of service, I am feeling very defeated. Obviously, Sears does not take pride or stand behind their products.

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Kenmore defective refrigerators

I purchased a Kenmore side by side refrigerator from Sears on NOV 2002. On 01/20/08, 1:30 AM my daughter was in the Kitchen & began smelling electrical burning smells. After waking me up I looked trough kitchen finding the smoke coming from behind the refrigerator. To fully view this area I pulled the refrigerator out from the wall. At this time the room filled with smoke. I unplugged the refrigerator & removed the service panel and noticed the the relay & wires on the side of the compressor was in totally melted. Finally got the house aired out.

We did not get a hold of SEARS because I did not want the aggravation of being told they cannot do anything.

I would just like to see a recall or something done with these defective refrigerators before it causes a DEATH.

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Update by Valerie
Sep 27, 2007 12:00 am EDT

To whom it may cencern,

Purchased new kenmore side/side refrigerator on 8-17-06. Along with it, i also purchased a three year warranty which includes master protection agreement.

On 8-3-07, my wife called the mpa phone number to schedule the annual preventive service check. They scheduled the check for 8-10-07 and said she would be called the day before for an approximate time. On 8-07 at approx. 7pm she got a call saying the sears tech would be out on 8-10-07 between the hours of 8am and 5pm.

On 8-10, she sat at home all day long, waiting for the tech to arrive. Finally at 8pm, he called and said he was running behind and it would be about two more hours before he could get here. She told him we had sat at home all day long waiting for him and now at 8pm he wants to wait another couple of hours. She told him he could just forget it as it was bed time. Then a little past 8pm he called again and said he was still tied up and it would be another hour before he could come. She again told him to forget it, as it was bed time and she no longer wanted him to come.

I am totally disabled and cannot drive or do anything and my wife cares for me. She sat here all day long, when she had things to do, waiting for your tech to come out. Even scheduling the appointment and giving the hours of 8am and 5pm were aggravating enough, as that kept my wife home all day so she could not get out or do anything. Then after sitting all days, then he did not even call until 7pm that night.

It appears to me that your people could make an appointment for either the am or pm and not mess up an entire day, but to do that and then not even have the courtesy to call until 7pm to say he was running late. What kind of service is this? Is terrible. This is completely uncalled for. There is no reason for this lack service.

We no longer want to reschedule this service, and we will no longer ever deal with sears again, on anything. I have heard that sears is like this and is not dependable and i have had some problems with sears myself a few times, but have over looked them and one more time i have made a purchase with sears. I should have known better, but never again.

Besides messing up an entire day and never showing up, no one even had the common decency to call us. Well, that is sears.

I do not know how you stay in business this way, and you will not do any more for me, and i am enjoying telling me friends and neighbors how you treated us, and just how undependable and rude you people are.

So sorry i made this purchase from you. It will be my last.

I will also be contacting better business bureau and anyone else that i can to let everyone know what kind of company you are.

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Bob Collins
,
Sep 30, 2007 9:25 pm EDT

Did you have a problem or what, the repair man got tied up you impatient ###! Bet you never come to a complete stop at a stop sign and weave in and out of traffic because your time is so precious. Your wife was home all day taking care of you anyway! This forum should be for real complaints, not for a one time incident, one late repairman, whom is one of thousands of repairmen who did show up for their appointment on time. Get over it...

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12:00 am EST

Kenmore lies & confusion

December 27, 2007

Sears Corporate Offices
3333 Beverly Rd.
Hoffman Estate, Ill 60179
Tel: [protected]

Kenmore Power Miser 9 Gas Water Heater
Phone of purchaser: [protected]
Model: [protected]
Serial: [protected]

Dear Supervisor,

This is a follow-up letter to my December 8, 2007 (copy enclosed) that I sent you certified mail and you received on December 14, 2007. For the record, one of your employees at the above number refused to give me a supervisor’s name today at 1:30pm because “they all were in a meeting.” No problem, I sent this letter certified to you as well as copies of voicemail messages by Sears Repairs and Complaints employees, and a copy of my 12/8/07 letter to you.

Enclosed is an authentic CD recording copy of a message left by Dave [protected]), a Sears Repair Installer at 7:46am on December 8, 2007 who reports, “…I am scheduled to come out and repair your water heater today...”

Dave never showed, so I paid for a new water heater and installation from one of Sears’s competitors and sent you the bill for reimbursement of $625. Furthermore, Sears Repairs employees created confusion by having me engage in numerous contradictory reports in effort to avert Sears Repair staff from honoring Sears Warrantee on the Kenmore Power Miser 9 Gas Water Heater (as outlined in my 12/8/07 letter to you).

Enclosed is an authentic CD recording copy of Chris [protected]) from Sears Credit Complaints at 6:34PM on December 18, 2007, who reports that the above water heater is under Warrantee for a replacement, but not for installation. Chris further states, “…Since you chose to go with somebody else, installation and the unit will NOT be reimbursed by us…you can have them process you a replacement water heater…as a back-up…”

FIRST, SEARS REPAIRS STAFF (DAVE) DID NOT SHOW AS PROMISED. SEARS (CINDY) PROMISED SHE WOULD SEND AN INSTALLER OUT SEVERAL DAYS LATER AFTER I PAID IN FULL FOR A SERVICE THAT DID NOT OCCUR THE FIRST TIME AS PROMISED (12/8/07). I HAD NO CHOICE BUT TO HIRE SOMEBODY ELSE FOR REPLACEMENT AND INSTALLATION OF MY WATER HEATER THAT WOULD KEEP THEIR PROMISE. So, I hired American Plumbing who installed a new Rheem Guardian Water Heater and kept their promise by showing up and doing quality work. Second, I do not need a back-up water heater; I needed the work done as promised on December 8, 2007 by Dave from Sears Repairs that never occurred.

My evidence is compelling and I am clear that Sears Repairs is unreasonable, unreliable, and has no intention of honoring its warrantee. I have forwarded copies of my 12/8/07 letter, this letter, and a CD recording of said phone call messages from Sears to the Better Business Bureau, Carl Monday, I-Team Reporter at Channel 19, a posting on Utube, as well as numerous website complaint services. Furthermore, I am giving away all my Sears products in my home for free to low-income families that promise not to use Sears Repairs or purchase Sears products. I hereby request that Sears donate my replacement water heater to a low-income family and send me a copy of the delivery order for verification and I’ll pay American Plumbing for the install work.

Sincerely,

Christopher Cuda

Cc: BBB
Carl Monday
Utube
Consumeraffairs.com
Paul Wolf

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Michele
,
Jul 16, 2008 5:23 pm EDT

Hello
Sears sold me a warranty on my central air unit, and when it broke - they sent out an authorized repair person who said it needed a $1, 500 part. Sears will not return my phone calls or the authorized service persons since. I filed a complaint with consumer affairs and 5 weeks later with temperatures reaching 94 degrees - I am still waiting. I just hired someone else to fix it - but I am so disgusted with SEARS - I will not go there ever again. All my appliances are from there as are the tires on my car. I will file a suit to recoup what they should have done under the warranty.
Ironically - while I am waiting for them to return my call - they called to send me a warranty on my water softner. The absolute nerve!

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JANE
,
Jan 23, 2008 4:11 pm EST

My husband and I total agree with you. I have always gotten all my appliances from Sears but about a year ago I stopped buying from Sears. Their repair service is so bad. My refrigerater broke and I call for repair. They told me it would take a week for someone to come out. A week on a refrigerater, how was I to keep my food from going bad. We bought a water heater and we have had the repair guy out every 6 months because the flame keeps going out. We have had it replaced twice and now Sears tells me it's not their water heater its the pipeing in the house that is making the tank go bad. They instaled it and had numerous repair men out and now they say it's the wrong size pipe and they won't install a new one unless I pay for instalation.

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