- All
- Reviews only
- Complaints only
- Resolved
- Unresolved
- Replied by the business
- UnReplied
- With attachments
shoddy workmanship
My whole family went to Dayton Dental. We all needed fillings and I needed some extractions. I was told that my daughter and son needed root canals. It has been 1 year since the work has been done. All of our fillings have come out except for 2 of mine. My kids have extreme pain off and on with their root canals. Plus with their fillings coming out they are in even more pain. We went back twice when our fillings came out and to address the root canal pain and the fillings fell out again and they are still having root canal pain. It is not cheap to go to the dentist but to keep having to go back because they don't know what the heck they are doing is ridiculous. We will never go back there again!
The complaint has been investigated and resolved to the customer’s satisfaction.
central air & installation problems
To Whom It May Concern
After numerous discussions and a costly one we finally agreed that Central Air was the right thing to do plus it would add additional value to our home. The house was originally built with Electric baseboard and we need a much more efficient way to heat and cool our home. We had grown tired of paying extremely high electric bills every winter. So we made an appointment with Sears to have a sales person come out and provide us with information about different units and what to expect. The Sears sales person Joseph Sodl came he explained that the installation would be smooth and that we were making great decision by choosing Sears that their service was the best. He also said the Installers were experts in their field and installation would be quick, only to find out later that Sears sub-contracted their work.
We were told that the unit we would be purchasing would be very efficient 14 seer with a variable speed instead of a single speed unit we were told that we would be comfortable no matter what season. He also mention that our current electric base board would not be removed and left to be use as auxiliary heat backup in the event that the system stopped working for whatever reason. We were also told that we would be able to control the thermostat remotely via the internet once we had a connection to an ISP. Another great reason to purchase the unit from Sears. We decided to go thru with the purchase. After about 4 hours with the Sears sales person we felt very comfortable and had all our questions answered. Sears we thought to ourselves was very reputable nothing can go wrong. What a mistake.
As per the Sales person we were told that the contractor would come by and survey our home prior to installation, once that was done installation would begin and wouldn’t take more 3 to 4 days at most. Ok, that sounded great. After all was said and done one week went by and we heard nothing from Sears or got any calls from the contractor. Finally we reached the project manager Anthony Rovinski whom we felt was not at all sensitive to our situation since we had left previous messages for him to have the technician give us a call. Finally the contractor Andre from “Real Technicians Heating & Cooling” called stating that he would be at the house sometime in the morning between the hours of 8 &10 am. He never showed until 12:30p and we never got a call that he was running late. He supposedly surveyed the structure within 1 hour and the only thing that he said was “the job can be done”. To us that meant that the layout was ok and there would be no hiccups throughout the installation. Were we wrong!
My fiancé scheduled the entire week off in preparation which was somewhat an inconvenience due to time of the year, but the end result we thought would be worth it having a Central Air system instead of the use of our baseboards. Now to the beginning of our downhill battle with Sears. On Day 1 the installer never showed up. We called the Project Manager who did not even apologize on Sears’s behalf, instead he said he will look into it. On Day 2 Tuesday the contractor got to the premise at 12p no apology and no explanation. They worked for about 1 hour and for the next 2 hours they were at lunch returning slightly after 3p. On top of it all they stayed at the house until 9p without even asking me if it was ok. As the customer I wanted the job done so I sucked it up. Day 3 they showed up at 10:45a claiming that they had to pick up equipment. Again they took another 2 hrs lunch while I sat there waiting. I got a break they left at 8p. Day 4 they showed up at 8:45a took another 2 hr lunch and worked until 10:20p.Day 5 same thing. Now we’re into the weekend. I suppose Day 6. One of the installer showed up at 12:30p and stayed on the phone while the head Installer (Andre) give him instructions on what to do. As he got more and more aggravated he kept saying “You should be here I cannot hear you” Andre showed up at 2:15p very nonchalant as if all was ok and I had nothing better to do.
Now we have gone through 6 days of a 3-4dy installation. By day 2 I was beyond disgust so I started recording the events. I knew we had made a wrong choice when the installer on day 3 said “I cannot provide you with a vent in your half bath and we have to place the downstairs vents in the ceiling as oppose to the floor as planned, and we will now have to get duct work in 3 of our BRs as oppose to the 1 closet”. Their explanation the closets did not line up properly. I know am not the expert but this should have been determined when they did the survey. It’s 3 days into the installation and I’m hearing this which left me with little or no choice but to continue. We did not agree with this and expressed this to the contactor but we were told that there was very little that could be done since they had to work with the already existing infrastructure of the home.
Ok, back to day 6 they checked and rechecked all day finally turning up the system. By the way the installer Andre said the only reason he did not turn up the system on Day 5 was due to my fireplace being on. This was a cop out since he could have told me not to turn on my fireplace since he will be turning up the system that day. By now I had become accustom to their unprofessional attitude. Now all was beginning to unfold our house was not heating properly the upstairs was extremely hot and the downstairs very cold. They dampen and re-dampen the vents to no avail it was not working. This was when we found out that they had taken away the electric power to some of our baseboard heaters, as I stated before we were told by the sales man the contactor had to run new wiring on a separate breaker. So our option for usage was out the window and we were in the midst of winter with a system that was not performing.
.Six days of hell and they could not get the unit working properly. Throughout all this I was making calls of complaint to the Project Manager asking him to come out. All I can say is my efforts were all in vain he NEVER bothered to show up just kept on promising to do so. Our installation was scheduled for November 10, 2008 and it was not until over a month later December 11th that we the Project Manager for the 1st time and this was only because we refused numerous times to sign off on the project. He came out with 2 of his supposedly better Technicians as he stated “ The ones he would use for most of his projects”. As a customer and being in a Service Industry myself I thought that was inappropriate because I felt like my installation was not worthy of the better Techs/contractors. Anyway they stayed at our house for hours testing everything with testing equipment that our contractor did not have or never bothered to utilize. After several hours we felt pressured into signing since they all told us that the unit is new and it was installed correctly and all is testing well so in time it will get accustom to the temperature settings of our house.
Stupidly we signed and here we’re a new year with our system not working efficiently, my electric bills higher that they have ever been in 10yrs and no one to turn to. While researching we’re finding out more and more information indicating that Sears might not have sold us the most efficient system for our area. On top of it all we were recently told that we cannot get propane delivery because we’re in code violation – the unit is too close to the propane tank something the Installers should have investigated. We called the Installer Andre at (973) 280.2931 on February 9th he said he would be by that weekend February 14th he never showed up and we never got any calls. On Feb 19th we called Sears at (800)681.7106 they said someone would call us back. We got no callback. On February 23rd we called Sears for a second time I was referred to the Quality Department at (888) 673.7881 spoke with Hector. He typed all that I said and advised that a complaint was opened and our job number (8509882) would be our Reference#. He said that he will attempt to get another Technician Michael Ashmoore out as early as tomorrow and I would be given a callback. No one from Sears has called back.
Now we’re without propane because my tank was disconnected by my propane Distributor. We have no baseboard heaters because they were disconnected so that the system could be powered. All we have is a system that’s costing us higher electric bills and the downstairs of our home remains cold. After our 2nd electric bill we called in a independent Contractor. Upon inspection of the unit we were told that the system Sears sold us would only be efficient 40 degrees or higher, anything below 40 degrees the unit would not perform efficiently. Now we live in Pennsylvania where during the winter months most of the days are below 40. Sometimes fall brings frigid temperatures as well. It’s ironic because the Sears Installer Andre said that the system sold to us was not suitable for our home. Of course he told us this after he completed the installation which again reflects how unethical these people are.
In conclusion all we want is for Sears to take responsibility and live up to their promise to customers. We want Sears to provide us with the unit their Sales person told us we would get. Energy efficient, quiet and one that evenly distributes heat and cool throughout our house. It’s unacceptable that we will be billed almost 15, 000 for a unit that is not efficient and more costly than baseboard heat which we all know is the most expensive heating. There’s no reason why the temperature between the upstairs and the downstairs is a 10 degrees difference.
Thanks in advance for your consideration
Unsatisfied Sears’s customer
The complaint has been investigated and resolved to the customer’s satisfaction.
burn mark on vinyl flooring
I purchased a kenmore refrigerator from sears balto. Md. On august 2006. Thus far it has been working fine. I pulled the refrigerator away from the wall this week and found i have a scorch mark on the floor under where the compressor would be. The repair man that came out said don't worry about it. It won't start a fire. This has changed the color of my vinyl flooring and i'm worried that it could start a fire at some time. Have you ever had the same complaint and is this something common in this model. (#[protected]) please respond to my question. Thank you carolyn bish - - [protected]@comcast. Net
The complaint has been investigated and resolved to the customer’s satisfaction.
technical service
I called Sears for repair service on two garage door openers still under warranty. They scheduled appointment for Fridad 2/20/09 They made me wait all day and never showed up. When I called Sears, they apologized and explained that due to a mistake on their part, they put me down for service on that day but their system did not assign my ticket order to a Technichian. Therefore, nobody showed up. I called 5 different times that day and when asked to be transferred to a Supervisor, Reps kept dropping the call. When I finally talked to a Supervisor, he claimed that someone should still show up. When I told him that 4 other people had already told me differently, he stated that those people were mistaken that someone should still show up today. I told him I disagreed with him . He said his name was Brian, he was a supervisor in the 800 Repair center and that I was the one mistaken. I hung up and called back again. And of course, the rep on the phone told me again that nobody will be coming today.
SEARS NO LONGER CARES ABOUT THEIR CUSTOMERS ANYMORE!
The complaint has been investigated and resolved to the customer’s satisfaction.
washer/dryer/service
Beware beware beware if there was a rating lower than -100, that's where this should be rated! This is the worst piece of junk available.
Purchased just two weeks ago, an auto sensor is supposed to sense the weight of the clothing and fill to the appripriate water level. It does not provide enough water to get the garments wet. Your only other option with any sears machine equipped with this auto load sensor is to raise the lid and have the washer fill to the maximum level — if that will in fact happen... It usually didn't... No water savings there. Beware here too... Once you start the cycle, if you lift the lid for any reason (Such as to add a hankie) your only fill option is to the maximum level... Something the local sales people did not know. The machine resets and weighs the water in the basket and provide water to wash the water!
The agitator captures and rips the clothing under the fins. Huge design flaw.
You must run the spin cycle 2-3 times to remove water. Even on the heavy bedding cycle, you can ring excessive amounts of water by hand out of lingerie! It would be impossible to remove water from towels! They would be soaked.
There is a loud "klunk" and shutter every time the cycles change. Sounds like something is trying to break apart.
While you can select water temperature, the machine does not mix warm water... Your clothing is subjected to alternating hot and cold water being dumped in... Great for delicate/knits.
All sears and whirlpool models do this, but the salespeople don't know that either. Check the manual, bottom of page 4.
The matching 800 series dryer is equally terrible. It takes three cycles to dry one light weight knit top. The auto moisture sensor goes on and off... As a result the heat goes on and off... While the dryer continues to operate, consuming 220v of electricity. No energy savings there. The only way we were able to dry clothing was on a very long timed cycle at the hottest cotton setting. The clothing comes out of the dryer twisted and wrinkled. Everything required ironing.
The original delivery person did not test the washer... Simply pulled out the knob to see if the water was filling and declared the washer "operational". He refused to install the dryer vent stating we had the "wrong part" for the vent kit. I installed the vent kit myself. Apparently the installer simply didn't want to be bothered.
Yesterday we arranged to have these lemons returned and purchased a more expensive set. The delivery person just left... The new washer is sitting at the front door where the delivery person left it as he would not remove the "old" washer as removal wasn't on his "work order". The new dryer door fell off during unpacking, so we refused delivery. The two week old set won't be picked up until sunday.
Sears service (Despite their overly polite 1-800-4-myhome operators) is terrible... I have low expectations for the new washer/dryer ($1800 on sale!).
The government has mandated a 21% increase in energy efficiency... No energy savings here... Only frustration.
The complaint has been investigated and resolved to the customer’s satisfaction.
I also have an 800 Series Washer - It has ruined so many pieces of clothing, brand new towels by grabbing them at the bottom of the washer and pulling them apart. Inevitably, the wash cycle will get out of balance and register "UL" Un-level Load. I must stop the cycle, open the lid and readjust the load - several times. For the last several months the panel has become more and more difficult. Some buttons work, some don't, some - if I keep pushing the button at different angles etc...eventually connect. I will never, ever buy a top load, HE style washer again. This was my 2nd one. The first was recalled. I should have learned.
I too had purchased a 800 series and it was nothing but a piece of junk. After a few
months it would not put any water in the tub and would wash with no water. After
3 repairmen came, put new sensors on, blah, blah, it still did not work to my satisfaction.
I requested another repairman come because each time my husband was there and
they would explain to him that it senses enough water to wash the load that was in the
machine...not so, how did it know that I had 6 heavy pair of jeans in there that were
totally dirty and it would not even fill above the line of clothes. Long story short I scheduled
someone come out when I was home, made the appt. and he never showed and never
bothered to call. The next day after about 15 people, being on hold dor 38 min. then being
disconnected, FINALLY got the right person on the line, he recommened that the washer
be replaced, wrote the report, an authorization person called me within a couple of hours,
got the auth. no. and the next day I got a NEW washer...600 series and I LOVE IT.
I had read reviews on it and some say it is noisy, mine is not, but you know I think I
could stand noise over no water. Best of luck to all of you that still have the 800's.
repair overcharge
On 10 December, Sears serviced our washing machine. After paying $70.86 for a new pump, we were charged another $141.00 (+ $11.63 tax) for labor. This labor took 20 minutes to perform, which means that you are charging us $423 per hour! You sent out a technician; not a lawyer! This is OUTRAGEOUS!
If you reduce the labor from $141.00 to $41.00, you will still be charging us $123.00 per hour for labor, which should be more than enough! I have already heard the excuse that you don�t charge by the hour; I don�t care, you charged us $141.00 for 1/3 of an hour�s work, so that is $423 per hour!
I have phoned your company several times to complain, and ask for an adjustment of at least $100 on this $223.49 bill, but all I get is attitude from your telephone reps; they say that they can not make adjustments to this bill.
The matter is very simple, at this point; either you reduce this bill to a reasonable amount, or I will no longer do any business with your company, and I will make it my mission in life to tell everyone I know about your outrageous billing practices.
Do you think that customer service like this may be part of the reason that your stock has been down as much as 86% from its high, while Walmart has only been down 26%? All of the hype that I heard about what a great manager you are is obviously a load of crap! It is my fondest hope that SHLD goes bankrupt and that you are ousted as Chairman!
The complaint has been investigated and resolved to the customer’s satisfaction.
Sears along with the majority of other companies, charges "book time" for labor. The manufacturer tells them how long a repair should take and how much to charge for it.
If "book time" on a job is 1 hour and the rate is $100/hr, and the technician completes it in 30 minutes, you'd be charged $100 and the company comes out ahead.
If on the other hand, it takes the technician 2 hours to complete the same job, you're still charged $100 and the company "loses".
You could have replaced the pump yourself.
If you don't know how OR don't "have the time" or otherwise just didn't want to bother, than the technician's time and expertise were worth it.
Bad service
Received a pair of Ked shoes for Xmas. Not what I wanted. Went to Sears to change to a different shoe. This Ked was selling for $45 on the shelf. They wanted to give me $9 and resell them for $45 because I didn't get a receipt with the gift. Not only would they be making $36 off my daughter who bought them for me, but $36 from me to buy another pair--even the same shoe but different model. This is an unfair business practice as well as totally unacceptable. What kind of integrety does this store have? I even spoke with the manager. So wrong!
The complaint has been investigated and resolved to the customer’s satisfaction.
In a condensed version:
-Received a gas grill for Christmas; due to family illnesses and bad weather did not open box until April
-Open box, 2 pieces damaged. Call the '1-800' number, wait 30 mins only to find out I had to register this product online (nowhere is this mentioned in the manual)
-Call the 800 # back, order parts, wait a week
-Parts come in, start re-assembly, pull out another part, find damage.
-Call same #, only to find out I now have to contact Sears Parts & Service
-Call new #, order part, wait a week
-Part comes in, base assembled
-Attempt to place cooktop on base & that's damaged
-Call 800# again, they won't let me return it, (past 90 days) even though it's brand new, never been used.
-Schedule service call, wait 2 weeks
-Service man shows up yesterday, looks at grill and determines that 2 new pieces will have to be ordered
-Parts will come in within the week, but the repairman will be on vacation and will not get back here by 6/20 at the earliest.
-Numerous phone calls w/o help
-I've got a $400 unassembled gas grill in a box and they won't let me return this for the exact same model.
delivery of goods
I purchased a Washer/Dryer combo for a great price on 11/28/08. It was purchased at a doorbuster sale for Black Friday. As of now 2/18/09 I still have not had my washer and dryer delivered as they keep rescheduling delivery due to overselling the product. I thought products were delivered on a first-come first-serve basis but not with Sears. No information was given at the time of purchase that I would need to wait three months for delivery. The new delivery date is 3/7/09. Sears customer service is non-existent. I am currently on hold with Sears. I urge consumers to steer clear of Sears and their advertised "door-buster" sales.
The complaint has been investigated and resolved to the customer’s satisfaction.
I bought a radial arm saw from Sears last year. I never got to use it because it was defective. The Sears repairman declared it defective. A Sears truck came out and got the saw and took it back. Getting my money refunded was impossible. I was on the phone with them literally for hours. I honestly believe this was a plan by Sears to discourage people so much they would just "go away." I finally resorted to getting a Sears credit card and buying products equal to the cost of the saw. Then I put the balance in dispute until Sears paid me what they owed me. Citibank handles Sears credit cards. Once they got involved I finally got my money back, but only after buying almost a thousand dollars more of their products! Sears products are usually good but their customer service borders on criminal. It is truly a nightmare. I was a good customer for over 30 years and they could care less.
was stalked by Sears; mystery phone calls; also ordered via catalogue and they then cancelled order arbitrarily; thought this was connected to someone who worked there but was stalked eg. mind reading after thinking I needed an item...no more privacy I guess.
Same Story...Purchased on Black Friday '08...Originally Scheduled for 2/4/09 delivery...tried to buy me off with some lame Sears Laundry detergent coupon or 10% off of matching pedestal set..only if it was in stock HA!...Luckily my Washer and Dryer, even tho on their last legs are still working...otherwise I'd be sunk...but alas...the last dozen or so times I've been in a Sears store, it's been a ghost town...but we'll probably bail them out too...imcompetent B-tards.
Yup...Sears sucks!
Same story here as well. Was told Tuesday of a Delv date of 3-5-09 did not receive the phone call last nght for for delv timewindow so I contacted Sears this am. I have been told the delv date will be 3-19-09 instead (no phone call to inform us). I just looked on Lowes website and found they do not carry Kenmore appliances. I'm interested in the comment that Lowes matched the price. Has anyone tried to contact Lowes and had any luck? This is by far the worst customer service and wait I have ever had to deal with in my life!
Same story, bought Black Friday, they charged my credit card immediately, they never call me, I always have to call them, original delivey date was 01/15/09 not delivered, no call or email, called back first told order was cancelled, then told delivery by 03/1/09 now the tell me April some time, and the only thing I can do is wait or cancel. I wonder if anyone has gotten delivery yet.
I bought the same set and my delivery date on my receipt was January 19. I called a few days before to see if they were due to come in on time and they told me if the date on the receipt said the 19th, they would be here then. I called on the 19th and found out their truck didn't come til the next day. Called the next day and they couldn't tell me why they didn't come in. I called several days in a row and finally they said my order had fallen out of the system? Said they would have to order it again and it would be April before I would get the set. I told them I should get mine before the ones that were due in in February but they said they couldn't take them from those people. (nevermind the fact that I ordered mine first and had a paid receipt to show!) I was very persistant and ended up getting the blue set for $150 more. Lowes priced matched the set and from what I've been told, they didn't have the problems Sears had delivering theirs. We have purchased alot from Sears, but this experience has changed my opinion of them.
I also bought te washer/dryer and i'm having the same problem. I feel that if they know they are going to have a sale on an item they should be prepared for the response. I have been told my set would be delivered on March 3rd 2009. If I wanted to wait until march...I would have ordered them in march. With a family of seven the costs of going to the laundry matt is starting to eat into my food budget.
I too bought the same washer and dryer, and have the same problem! I have sent dozens of e-mails and made dozens of telephone calls. No one has an answer and everyone keeps giving me the run-around! I was told by one employee that they could be back ordered as late as April 2, 2009!
not clearing up equifax
Ok I have been trying to get my equifax and sears crap cleared up with my visa I had back in 2002. It shows on my equifax I still owe 1430.00 however I declared bankruptcy in 2002, was discharged in 2003 and the sears gave me a r9 which is the worst mark for credit, I have called several times and never get anyone who speaks just plain old english! I have emailed I have phoned over and over and nothing is getting done!
Then they called my house 1 time but at 530 in the damn morning! Never returned my call.
I want this cleared up nowand it aint happening and I am getting very mad!
Lisa tosoff
The complaint has been investigated and resolved to the customer’s satisfaction.
broken frame on $2500 leather sofa
I bought a Natuzzi® 'Catania II' Sofa just over 2 years ago in Toronto, Ontario. To our surprise, one side of the sofa recently fell in (down). To our even greater surprise, when the sofa was turned over to see what damage was done and what could be done to repair it, underneath the backing was not "engineered frames' made from european hardwoods" as Sear...
Read full review of Sears and 10 commentsSears-Kenmore Laundry Washers Suck! || Risking Life, Limb and Serious Property Damage
Sears-Kenmore Laundry Washers Suck! || Risking Life, Limb and Serious Property Damage
http://searskenmoresucks.com.sapo.pt/
The complaint has been investigated and resolved to the customer’s satisfaction.
age discrimination
Last week at the Visalia, Ca. Sears, a much-liked manager named Shelley Jackson was fired for a contrived reason (they told her they were eliminating her position entirely); the real reason that she was let go is because she looks too old. Sears has an ongoing problem with age discrimination, and the Visalia Sears is a classic example of this.
Shelley was replaced with a 27-year-old who is in way over her head. She's a nice person, but she is not ready for a position that is as wide-ranging as the one that Shelley handled so well.
kfndh;sknghkdhnkdhnkdhjnsk;nhzsnhshn'jhw;/hn:'JNHrkljhnkghnklrgnelknghneklhndsknsEKJEKLGHRL;HJRKEKSRNHRKDHIE5PYH45IP6U9043679043675555582906778532906739-[protected]-67070tUIAFEBVUOEBGOPWRBNOIRBNPOSTRBNSRIOPNGHRDIOPGHNSROPHNRDOINIonOHIOGHIGHWRIOGHiaepfaeiopghweiothg095843906739067243-067804 t6ki4dgptrgvjkntrg3 mnvc mnktrgm vmk hjn mn mnuhji vmc vhjnrgujikljir mtrg trfg mn jnjmnk bvjmikrgjifgbujnikfgjnkfd bnrfdn msrfedjntrgrttttttjjyiryujjjjjjjjjjjriujrioheioyhi iyeiotheiheihyieyyktk
repair & service & rip off!
Run for the hills before you purchase a maintenance agreement with sears!
Contacted sears and purchased offered maintenance agreement on my maytag dryer.
Requested service 2/05/09 serviceman arrived promptly a day later with no parts for my dryer on truck. Evaluated the dryer and was told that I needed a moteor but did not have any (Or ever did) on truck. This was after I gave to model, serial number to service & told them it was already looked at & needed to orer part (Duh!) told they would order the parts and schedule return date but over a week later.
Now the technician proceeds to tell me he doesn't carry any of those parts on the truck & I would need to take off another day of work & wait the 1-2 weeks to have it repaired! Then of course I have to listen about his "knowing it all" about what he does, & I could call & cancel if I wnted to. That plus a whole lot more of policy, etc... Failing to tell me I still have to wait a day to cancel! Noiw I get on the phone to 4 different people & yes have to tell my story 4 different times (So who is really mad now!) & get no better service than I am an executive, call another number to file a complaint, the part takes weeks to get in (No stock on hand?) we did the best we can do! Our technicians can't carry all on truck? Well, wasn't the tech told it needed a new motor, given serial & model numbers & oh yeah! This dryer has been worked on before, didin't they have record (Was told info was misplaced (Yeah right!) I think it is a scam! The original call that was made was by a service to do nothing more than sell you a service contract not not not contected to sears at all! The technician was ill prepared, arrogant, quasi knowledgeable & rude! Do not gt scammed & call your local appliance repairman, they can give you the best service of all! I do have 6 other appliances that was bought trough sears & repaired for 10 years (Up till now) guess who just lost a lot of business! No wonder they are going broke!
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
lack of service, attempt to overcharge
We purchased an expensive treadmill from Sears some years ago. Approximately one year ago it failed and we called for service. The service man came out and repaired the machine, which we paid for. The machine failed again and we called for service. Another service man arrived, walked in the door and within five minutes looked in his service computer and announced "there are no parts available, I cannot repair this." We were expected to pay $109 for this service call in which no service whatsoever was rendered. We do not intend to pay for this and will never buy another product from Sears. If something is purchased from Sears, serviced by Sears, then they should know before they dispatch someone whether they can service it or not without expecting the consumer to pay for a useless service call.
Brian,
Thank you for notifying me that Sears has done the right thing and credited the outstanding balance for the non-service provided.
Tony Soans
Dear Brian,
We have spoken about this case and you have informed me that the account has been turned over to Collection. Is Sears insane? I owe Sears nothing and will pay nothing.
Sears has shown that they really do not care. First they provided no service, then they sent no bill just a letter from an "Audit Department." I responded with a letter which they totally ignored and just turned the account over to Collection.
You did offer to reimburse me if I will pay the bill. No Way! If I receive a bill I will forward it to you to deal with. Sears has so totally screwed up their relationship with me that I am now lost as a customer. Good luck in your quest to sort things out, I think the deck is stacked against you. Sears Sucks, good company gone bad. Do you really expect a customer to pay for something that they don't owe just to clean up the books that are wrong to begin with? Go find whoever ignored my letter and feed it to them for lunch because that cost Sears a customer and may eventually cost you all your jobs.
Thank you,
Tony Soans
The complaint has been investigated and resolved to the customer's satisfaction.
I am very sorry to hear about your unsatisfactory experience with Sears’ service. My name is Brian and I work for Sears. At your convenience, I would like to talk with you more in detail about this experience. Please contact me at searscares@searshc.com so that we can look for a solution that would more suitably meet this and any future needs.
Thank you,
Brian J.
Senior Case Manager
I purchased an expensive PROFORM treadmill from Sears in 2007. Your service man arrived, walked in the door and within five minutes looked in his service computer and announced "your treadmill is a boat anchor." I am expected to pay $109 for this service call in which no service whatsoever was rendered. My appointment was supposed to be Saturday 3/31/12. No one showed up. I called and they said someone would be out on Thursday 3/5/12. They said someone would call BEFORE they came to my house. I was at work, and could not get home. I missed the call, but the guy came out anyway, leaving a message saying "he was at the house".
A friend happened to be at my house at the time, they called me at work. The VERY RUDE Sears repair man said my treadmill was a boat anchor and would be $600 to fix. He Demanded his money for coming out and said "he can't leave till he gets it"! I told him that I am at work and can't leave, HE THEN SAID HE WILL COME TO MY WORK TO COLLECT THE MONEY. I don't appreciate someone coming to my house like that and I feel this is VERY POOR SERVICE!
I AM VERY UPSET ABOUT THIS SITUATION!
I fully expected this "repair" to be fixed. Not your service person telling me after 5 min.s being there that my Proform treadmill that I bought from Sears is junk.. and possibly don't know how to deal with it.
Sears was our go-to on appliances. No more I will never purchase anything from your store and I will NEVER use your service again! I am VERY UPSET ABOUT THIS!
Replied
Dept of energy agreement does not compensate me properly
The us department of energy reached an agreement with lg electronicis in reference to sears trio & elite french door refrigerator / freezers with through the door ice / water, with model numbers starting with 795, manufactured by lg.
The above described units have lost their energy star rating, are not energy efficient, and if you 'google' doe agreement lg refrigerator energy, you will find that; lg manufactured the sears french door refrigerator / freezer, and that lg knew of the us dept. Of energy's procedures for confirming claims made by the manufacturer (Lg) in order to obtain the energy star rating (This is also the monetary amounts shown on the yellow tag that advise you as the amount of money this unit should cost to operate for one year) , and with that knowledge, lg maliciously and intentionally inserted a circuit board, that would recognize the fact that doe testing was occuring, and would shut down certain operations of the product, so that a false reading would show the utilization of less electricity than the unit would really utilize in your home or during testing.
Lg being aware that the seal on the doors are not keeping in the cold, and the front doors are insulated improperly, especially in the area of the ice maker (This is why if you touch the font doors, they are cold, the sides are not) , hence, a refrigerator that is statically giving off too much cold air, and not keeping the cold inside the refrigerator, and doubling the cost of the operation of the unit.
Lg knowing all of this, placed in the circuit board, an ap that when certain criteria was met (As in testing, and during your your personal use, etc.) the unit would shut down the operation of the refrigerator / freezer, thus falsely reporting a lower energy useage. The ap shuts down the part of the unit that keeps the humidiy low (Frost free) in the refrigerator and freezer, thus when a certain ambient temperture in a certain area of the refrigerator / freezer unit is reached, the unit shuts down, resulting in food & drink in the refrigerator being covered in condensation, uneven cooling, foods not being kept at 40 degrees or less (As required when refrigeration is required of a food) , and now the need of your residence's hvac system to compensate for the energy loss from the refrigerator into your kitchen, etc.
This now explains why i must set the thermostat temps far below 40 degrees in the refrigerator and far below zero in the freezer, to keep food cold and or frozen. It explains why the inside of my refrigerator is always full of condensation, and different areas are different temperatures.
Lg agreed with doe that they are willling to send a tech out to replace the circuit board, so that your energy consumption doubles, while it is alledged that inside the refrigerator and freezer the humidity will be kept low and free of frost, while not fixing the front doors problem.
Lg is will to send the consumer 7 - 30 dollars, per year, for a period up to 14 years as compensation for additional energy uesage of the unit.
Why has no one sued sears & lg yet? This would be a class, and the circuit board, already caught by doe, which lg has admitted to fraudulently placing in the unit, is evidence against lg, proving intentional fraud. The amount to make me whole again is much more than $4 a year.
Sears has made no attempt to contact me in this matter. Calls to sears are fruitless, as they claim to not know anything about this matter. Calls to lg result in being told that since i didn't send my registration card in, they could not find me to notify me, even though i paid for it through my sears account.
The complaint has been investigated and resolved to the customer's satisfaction.
My name is Susan and I’m part of the Social Media Escalations team. I saw this comment and I want to reach out to you to see if we can be of assistance. I am very sorry that you have had or are currently having so many problems with your refrigerator. We value your business very much and want to help you resolve the issues you are having. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please send an email to smsupport@searshc.com with your contact phone number and any other information you would like to provide to us regarding this situation. We will get that information over to a Case Manager who will contact you so that you won't have to continue to be impacted by this. Also, please provide the screen name (Orvis Haney) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
It is 2017, and things have not improved with these units it would seem. I purchased a new 74025 from the Sears Store in October of this year... (yes, 2 months now) Right out of the box, it never felt cold to me, so I put an HVAC Thermometer in to track real temps... I I find it only go to 37 on the low swing, and averages 40/41 with 42 on the high swing, with the temp setting on the panel set to 34. (if you set it higher, the fridge gets warmer). Sears sent techs out 4 times and each time they state the fridge works fine because it will cool to 37, (they even questioned me as to why I wanted it to cool to 34) I bought this fridge to replace my 13 year old Frigidaire that maintained 34 degrees with a 1 degree flux with no problems, but my wife liked these french door units and wanted an upgrade... I picked this one because the display indicated that you could set the fridge to 33 if you wanted... and I assumed - like my old fridge did - the display would show the current temp... When in actuality, it does not show current temp, and now I learn the temp you set it too, is irrelevant to the actual temp, according to Sears. (( I accuse LG of disabling these digital displays from showing current temp to avoid service calls.)) One tech told me standards say 5 degree irreverence is OK... WHAT? So, Since the techs say the fridge is OK, even though it will not go to the settings you set it to, and actually averages at 40 when the national average is supposed to be 37. Sears is washing its hands of me, telling me to call them when it finally just quits.
I have bought Sears Appliances for over 40 years... This is my last! With more people like me, I now see why Sears is going under! Bye bye Sears... you will soon be nothing more then a Wiki post gone the way of Famous Barr.
We have a 2012 Kenmore Elite 795.72052 that has been nothing less than a lemon. We have had service multiple times a year since 2012.
We have had a fan/heater installed 2 different circuit boards and on and on..
The service people we have had are absolutely fantastic and they are as frustrated as it is Sears/LG that is the problem.
Yes, we are complaining!
Kenmore Elite model 7205. Purchased 12-13. Compressor failed and was replaced under warranty 11-15, again 12-15, again 4-16 and now once again 6-16. We're done with this refrigerator. Each time it goes out, it is two weeks to have service come out, order the replacement compressor and then return again to install. Sears seems to be willing to repeat this repair for up to the ten year warranty on the compressor versus work with us to replace the obviously defective refrigerator. By my math with 7.5 years to go at an average of 3 replacement compressors per year, and the 4 already replaced, that works out to about 26 compressor replacements. What's the definition of insanity? Keep doing the same thing over and over and expecting a different outcome? C'mon Sears. Be the company you were once and step up and do the right thing!
We bought the Kenmore Elite at clearance for about 1/2 the original price and were VERY satisfied. We had NO issues with this item and then the honeymoon ended! I noticed the vegetables in the vegetable drawer were becoming frozen as stated in previous posts. Tried to fix by raising temp a degree on fridge. This helped some. We go out of town for a couple/few days and come home to the fridge off! It had gone off not too long after we left house! I pushed the freezer button and that turned the unit on again. Maybe we had a power outage or a surge. Didn't think anything of it until it happened again! To make this short and sour, technician has been out to our house 3 times (2ce for that and once for motherboard burning up) and is due out again today for possibly same mb issue.
DO NOT purchase this item! I am VERY disappointed as I REALLY liked this refrigerator!
Well my refrigerator doesn't have condensation in it buy the technician has been out 10 times now, 3 compressorso 3 evaporators still not fixed, not buying sears anymore. They used to be great, now it's obvious that they could care less about customer service. Never had an issue with the ice maker or doors ( must have got one that was built in the middle of the week). If they don't fixed it might be willing to part out. Hahaha. I went an bought another refrigerator couldn't wait any longer.
I think I have most of the same issues with my Kenmore Elite 795.7205. It has the Er 1F. Ice maker currently not working and I am not going to fix it until I understand the bigger issue. I have replace the mother board, the evaporator fan motor, a defrost sensor and now they have ordered a new defrost heater. I too had my floor ruined as the line leaked water all over my floor at installation. I was successful in filing a claim for my floor but have paid out almost $1400 for sequential repairs over the past year and a half. The tech indicates the LG support line simply reviews the schematics and suggests the part needed. It has been a real guessing game. There is definitely an engineer defect most likely due to sneaky measures to obtain energy star rating. You can email me if we need to join in to fight this. yost2@hotmail.com I will try first with Sears for due diligence and give them the opportunity to fix the problem and then class action and my media connections if all else fails. I am have been forever haunted by this frig for the last year and have used my old GE in the garage that was worked faithfully for over 15 years. It is a sad state of affairs when manufacturers are allowed to over design with bells and whistles yet and under deliver as their engineering and integrity stinks!
Did you ever get a satisfactory result . I'm having so many of the same issues as almost everyone on this board? Wondering how best to proceed. Thx
Supposed to be getting my refrigerator fixed today but the part never showed up so the technician won't be coming out have never had any problems with Kenmore before but I guess they don't make them like they used to so this is my last 10 more I'm never buying
I bought the Kenmore Elite French Door Refrigerator in 2013. 8 months later water poured out of the ice/water dispenser onto our hardwood floor late at night. needless to say, it ruined the floor. We started having problems with the ice-maker - ice jamming, ice maker not producing ice, water pouring out of the ice-maker into the freezer. Called Sears repair at the 13 month point (Just past the 1 year Warranty). The guys who came to repair did a quick fix that lasted a week. We called them out again within the month - again a quick fix that did not last a month. We decided to call for repair each and every time the ice-maker would fail again since they are required to fix the problem without additional charge to us ( we paid for the first visit but not for the 4 more visits within a 4 month period). The final "quick fix" was to tape a wedge to the top of the ice-box so that it will engage the door switches on top inside freezer. it worked for months but just stopped again 2 weeks ago. A 2nd problem developed at the same time the ice-maker failed - CONDENSATION INSIDE THE REFRIGERATOR. 1 of the repair-men took the back inside panel out and there was mold covering the fan. He ordered a new Fan and new insulation for the back panel as it was also covered in mold. Fast Forward 6 months and mold is developing again. I am presently looking for a new Refrigerator as this one is now a health hazard. I kept the fan and the insulation that was pulled out as evidence if and when the long overdue class action lawsuit develops. I was loyal to Sears because I worked at Sears back in the day when their motto was "Satisfaction Guaranteed or your money back" - That was a long time ago. So Disappointed in SEARS and whoever is responsible for producing this refrigerator. A few companies come up when you google manufacturers of this product.
i also have a kenmore elite refrigerator that condensates on the freezer door and the ice maker has been frozen up for 6 months, the seals around the refrigerator door do not seal well at all, we bought this in 2013 . the sears repair man gave us a quote of 2300.00 dollars to replace the door because of the insulation problem. this has to get resolved
5-year old Kenmore Elite refrigerator and it is done. Tec says there is a refrigerant leak and he has never seen one that is repairable. he did tell us we were lucky to have had it for 5 years. He sees this issue as early as 6 months. the extended warranty offers $500.00. What is that going to do. We are done with Sears. the service is horrendous. We have two more weeks to wait before we find out if it can be repaired. What's up with that? thank God we have the old fridge in the garage.
no refund on washing machine part that did not work
Our washing machine stopped working two weeks before Christmas of last year. I called Sears and scheduled an appointment for repairs. After waiting an additional two weeks, the technician stated that the problem was the water pump. He then installed the water pump and he was making sure that the pump would work. The machine did nothing. He then said it was the transmission and said it would be in excess of $500 to repair. I stated that I could get a new machine for that price. I asked him to remove the pump so that I would not be charged. He stated he could not do that. I called the home repair number back and reported the useless pump and a need for a refund. After three weeks, I finally received a phone call from Sears saying they would not give me a refund. Talk about cheated!
The complaint has been investigated and resolved to the customer’s satisfaction.
service not done according to what I paid for
I had an oil change done at Sears automotive n 12/27/08 and part of the oil change service is to have the oil replaced, filter replaced and a 24 point inspection where the customer is notified if there is some sludge build up. Well, I did have some sludge build up and apparently that is the reason why my vehicle broke down n 1/18/09 after 14oo miles because sears and their insurance (which by the way will never call you back no matter how many times you try to get a hold of them) say my oild was burning. I have my car a 2004 Toyota Matrix at a nearby Toyota dealership and the mechanics there tell me that I should have been notified about the sludge that who ever changed my oil should have notified me per the service that they are supposed to provide. I have tried calling several managers and have asked to speak to someone in corporate yet Im given the runaround and do not get any call backs. I just sent an email to KGO channel 7 on your side and am waiting to get a response to them because I will go public with this. I need to have Sears reimburse me for some of the damages because they did not provide the service that I paid for. It is very apparent that my vehicle was not given a 24 point inspection. I need to speak to someone in coporate and am tired of getting the runaround. - Hugo Barrientos
The complaint has been investigated and resolved to the customer’s satisfaction.
how ironic... you have your oil changed and 1400 miles later your car breaks down. And you think that its their fault becuase they didn't take your engine apart to look for sludge? Wow... you want your oil change done in 10 minutes but you also want your engine taken apart so they can tell you if there is sludge impossible. An oil change includes removing the drain plug, so that the oil may drain, removing the filter, replacing the drain plug, installing a new filter, installing new motor oil, check all fluids, and topping off windshield washer fluid. The only way to find this mysterious sludge you speak of is to remove the valve cover...which Im sure you didn't pay for. Get over it. You have an old worn out car. Just go buy a new one.
I agree with the other person posting a comment. There is no way to tell if there is an extensive amount of sludge build up by just removing the drain plug and oil filter. They can check and see if your coolant is holding it's properties, and make sure your transmission fluid isn't contaminated, but you cannot expect them to take apart your engine to determine that there is sludge buildup. And even if there is sludge build up it is most likely your fault for not maintaining your vehicle properly.
I was in the Automotive Service Management field for over 14 years and chose to no longer be in the business due to customers like you. Sears should not be responsible in anyway for your vehicle. 1400 miles AFTER they change the oil, your car breaks down? Give me a break. Very rarley can it be determined that you have "oil sludge" when the tech removes your drain plug and oil filter when performing an oil change. It would take the removal of several components of your engine to determine this. Generally speaking, oil sludge is caused by a couple of things, the most common is neglect, i.e; infrequent oil changes. It sounds to me as if you are the one who is scamming Sears.
refrigerator
We brought the kenmore elite trio in may 2017. The first week after we plugged it in the ice maker had to be serviced. The latest problem is, that my children went in to get something to eat before school and every thing in the refrigerator was hot. The lights were melting out of the top of the refrigerator. All of my food was spoiled. It was so hot in that unit that i feel like if we would not have opened the unit that it could have caught my house on fire. I had to quickly disconnect the lights and pull the harnest out. Sears gave me the run around about this . Sears told me if I have not had four complaints about this problem in the past year, there is nothing they could . They wanted to put a new bulb and cover in the unit to cover up where it had been burnt by the lights.. That was there Answer to my problem ... ha ha ha on sears...Now after serious conversations they will replace the refrigerator.. With my choice of replacement.. Thank god for the extra warranty that was brought...
As with many of the other responses I opened my Kenmore Elite refrigerator this morning to discover the interior was warm and the sockets around the lights were burned brown. In addition the mounting brackets for the light assembly had apparently melted and the entire assembly was loose. I have had my refrigerator since 2017 so longer than most, but this has happened at least once before and i assumed I must have left the doors open by mistake. This time I know the doors were closed and I had no open door alarm. Apparently Sears has no intention of fixing the problem so I'll probably just buy another refrigerator. You can rest assured it will not be a Kenmore.
I have been a long time Sears client, but no more.
6 years ago I remodeled my house and bought several Sears products, Frig., counter top stove, oven, dishwasher, etc. On 7/09 my stove top controls shorted out and caught fire. I called the Sears 800 service and repair number. After spending most of the day trying to talk to someone I fianally got an appointment set up for saturday 7/11 between 12:00 and 5:00pm. At 5:35pm the service guy calls me and tells me he's not going to make it and that I would have to reschedule (this was after repeated calls trying to find out where he was).
I must ad this was the last day of my grandkids visit who were from out of state and we would have more rather spent the day doing something then wait for a repairman that did'nt show. On Monday 7/13 I called to complain with a manager at the 800 service and repair center, they set up an appointment that following Wednesday. The repairmen came out and identified that the electrical harness had shortened out. He than ordered a new one. Today 7/21 another serviceman came to install the new electrical harness and he found that the last serviceman had ordered the wrong one. It is now 12 days with out a cook top and no end in sight. The current repairman says if the part is in in time he will come out on Saturday 7/25 and istall it. My wife has a baby shower scheduled for our daughter this Saturday and it looks like she will have to rent something cook on or cancel this event thats been planned for some time. What a horible experience, I know that Sears have had problems and have come close to goinng out of business, with service like this I can understand. I am so upset that I plan to post this on as many web sites as I can. Bottom line I'm sure that at one time Sears would have recociled this situation but I doubt this is ever read. "BestBuy here I come"
product does not work & sears refuses to do anything about it!
I bought the above mentioned item and have never used it. It is a portable power source (Charger) which is to be kept in a 'charged state' to be used in case of emergency. The problem is that the unit does not hold a charge, thereby rendering it a$100.00 door stop. I have shopped at sears for decades and always bought with the confidence that they would...
Read full review of Sears and 32 commentsrepair service /customer service
Run for the hills before you purchase a maintenance agreement with sears!
Contacted sears and purchased offered maintenance agreement on my bosch dishwasher.
Requested service in november (Two weeks prior to thanksgiving) serviceman arrived promptly a week later. Evaluated the dishwasher and was told that I needed two parts, control module and pump. Told they would order the parts and schedule return date.
Over a week later, parts did not arrive. To sears credit, I did receive multiple calls asking if my parts had arrived. Consistently, my answer was no. At approximately two weeks, I received another call asking if my parts arrived. Again, my answer was no. I was then told that their records reflect that the parts were delivered. I walked around my home to each entrance and was told that I did not have the parts. I was transferred to the indian parts department. There I was told that they would no longer ship parts to me due to it being a potential liability as the parts are expensive. I asked if they could have been delivered to the wrong address. I was told it stated that the items were placed in my garage. Again, I told them I have no parts. I reminded them that for them to ship such "expensive" parts without requiring a signature was their discretion not mine and I politely requested them to reship the parts and require my signature. I was on hold for almost and hour and a half! After being transferred many times, I was told that the parts department would have to file a track package request with ups and will get back with me. Ugh
Weeks passed and I received no parts and began to call.in december, my neighbor returned from an extended winter vacation and walked over to my home with... My dishwasher parts which he stated were in his garage! I immediately called sears, requested the parts department (No one available as it was late). I then called ups. I was told that no trace had ever been placed on my packages! I called sears the next business day and told them the packages had been delivered to my neighbor's home instead of mine. They told me someone would call to schedule service.
In the interim, a duplicate set of parts was delivered (Without signature confirmation mind you). I january, I received a call that a service man would be at my home to install the parts on january 15th. He installed the parts and my dishwasher continued to not function properly. He then informed me (An epiphany occurred from 10 feet away) that my main motor was leaking and I needed a wiring harness at the cost of almost 400 dollars out of my pocket. I text messaged my husband who called customer service. During that time, I disputed the motor leak and asked if the bit of water could have come from him draining the dishwasher. He stated no. I told him I wanted the 500 dollar voucher and would not pay for any additional repair. The tech manager then called the serviceman while he was in my kitchen. The tech manager told the tech to go ahead and order the parts and that the repair would be comp'd. The tech apologized for the confusion and told me he was ordering the parts and would return on january 22nd. Awesome, I thought.
I received my two additional parts on january 21. I received the automated call confirming receipt of the parts and relayed that my window for my repair was...8am-5pm! I took the next day off and waited. I waited until 10 minutes to 5 and still had not heard from the serviceman. I called into sears service and was told that he was at another location and he would be at my home next. I informed them that when was I going to be contacted about this? I had waited all day. The indian gentleman who while was trying to be polite but spoke very poor english, told me he would page the technician and have him call me as to an approximate time.
At 5:50 I received a call from my service man which began "mrs. Bush, I have bad news"... He then informed me that the couldn't come to my residence without my paying $385 for the repair as his manager forgot to comp the repair in the system. And the manager was on vacation for a week. He told me that he told the duty manager that the repair was supposed to be comp'd but that they would have to wait until next week until the manager returned. I was beginning to feel as if this was a scam to prey on desperate consumers who just want their crap fixed!
After 2 hours on the phone that evening, I was told the tech would be out the next day and I was a priority. I took another day off and after 12 noon, my serviceman called again and said. My company has decided we are going to give you the voucher towards a new dishwasher and not repair it. I was stunned. I reminded him that the parts were on my counter and that I was told the repair would be comp'd! He said there was nothing he could do. Again, I began calling. After more hours on the phone, I was upset to learn that this company who is contracted by sears, and represents sears, really isn't accountable to anyone. There was not one individual who could assist me in holding this repair company to their word. I reminded one of the customer service specialists "if they had no intention on repairing my dishwasher, why did I have the parts currently in my possession and a tech scheduled to come out to my residence"? This seemed to make sense to a few of them however after repeated phone calls, a second day off of work, a broken dishwasher, I decided I wanted my money back that I paid on my maintenance agreement and I would purchase a new dishwasher from another company entirely. Ha! I was then told the service company would prorate any work they had done! I reminded them that my dishwasher was still broken and I have been inconvenienced and deceived. Not to mention waiting for over 2 months! I was told that there was nothing sears could do in that regard huh? She gave me the number to the tech manager of the service center. She said she spoke to him and he would explain the situation. I attempted to call him and was told by his secretary that he had been out of office all day...
I called the customer service line again and told them I don't want the voucher. I want a full refund or I want my dishwasher repaired and the repair comp'd just as the service manager had stated. She told me that the tech manager wanted to send a tech to retrieve the new parts. I told her do not send anyone out unless they are going to repair my dishwasher.
My dishwasher is still broken, I have had no additional phone calls and frankly don't know where to call. I will never purchase an appliance or another maintenance agreement through sears. I will purchase from a local company who is not so large that they don't have an adequate customer service system in place. I will gladly pay more money rather than deal with being scammed and not treated as if I am a valuable customer.
The complaint has been investigated and resolved to the customer’s satisfaction.
The gasket on my washing machine needed to be fixed so I called Sears Home Services [protected]) to set up a repair because I trusted their company, and because they advised they will fix any machine even if not purchased at Sears. The fact that I now know their service number off by heart is a joke. Their service through the entire process was disgusting. Sequence of events:
April 7th - Appointment for a technician to look at the machine and give an estimate
April 7th - Sears Home called me to reschedule because many of the technicians called in sick
April 10th - New appointment for a technician to look at the machine - he came and advised he will call us the following day to let us know how much it will cost us before he orders the part as well as how long it will take
April 16th - I called Sears because the technician never called us as he said he would and I thought they forgot about us. We were told the part was already ordered and the promise date was April 23rd. Appointment was set up to come and repair our machine for April 28th.
April 28th - Technician comes to our house thinking it was a first-time visit to give an estimate. He didn't have the part, and when he called Sears Repair they advised him it was never ordered. We were then told it wouldn't get fixed until May 16th.
April 28th - I called Sears Repair to ask them to get this done this week as we've been waiting too long for this and we've been rescheduled on twice already - they booked us in for May 5th between 12pm and 4pm
May 5th - New appointment. Wake up in the morning to a voicemail from the technician stating they won't be able to do the service call today (no reason given to us) and to call the main number to reschedule. I called the main number upset because this has taken a month and we continuously have been let down. They scheduled us in for our original time between 12pm and 4pm and the service was completed.
I am a customer care rep myself who handles problems at my company, so I tried to be patient and understanding during this whole ordeal but my patience exceeded it's limit with Sears. I can understand rescheduling an appointment once, but what I went through was unacceptable. The service was apalling. We continuously got cancelled on and let down and there was no communication to us during this whole event. I had to call and hound them to get anything done. For a whole month I had to drive to relatives houses to do our laundry which was inconvenient enough; The terrible customer service made this experience even worse. We were going to purchase our dishwasher with Sears but after this disgusting service I have no interest in ever doing business with them again. I thought Sears being such a large company would be trustworthy and reliable and it was the complete opposite. I even had to pay full price for the repair and labour after all of this. Even the reps on the phone seemed to have no empathy.
If you can avoid it, please avoid calling Sears Repair for any help. I have never been treated this way by any company and will ensure to spread this word around to everyone I can. Such a simple repair added so much stress to my life to the point I started wondering if I was on an episode of "Punk'd". Don't put yourselves through it too.
Actually I have a complaint about lowes, whirlpool
Sears repair never showed up for tv repair appt.. I was told by sears I was #3 on the list in the morning. At 5 pm sears told me he was running late... He never showed. The next day I was told that he came near 7 pm and no one was home. I said my son and I were both home and she said maybe no one heard the knock at the door. I informed her that the front door was open and we were both sitting on the couch 3 feet away. We never recieved a call from the repair person and of course he did not leave a sorry I missed you note because he was never here. I am shocked that sears of all companies have sunk this low. You have lost my business but even worse than that, now you have to deal with my word of mouth negative testimony and it will only die when sears or I do.
Where do I begin? First of all, I have been a long time preferred customer of Sears and have given Sears a lot of busineess recently and in the past. My most recent purchase was over $800 worth of tires for my car, which ironically enough, was the same weekend that this ocurrence took place. On May 3rd, I had a repair person come out to my home to look at my Kenmore Dryer. The heating element kept turning off and on during the cycle and my clothes were taking half a day to dry a batch. Prior to Sears coming to my home, I had the airduct company come out and vacuum and clear the airducts. That cost me $100. The problem was still not fixed. When Sears came out to my house, he asked me to explain the problem to him. Without looking at the dryer, he said he knew what the problem was and that it was going to be expensive. I asked him if I would need a new dryer and he said "no" you need to have your airducts cleaned out. When I told him the company was already out the previous weekend and spent over an hour at my residence clearing the line, he said they missed something. The repair tech pulled the dryer away from the wall and pulled the hose out to show me that the dryer was hot and that it was doing what it was suppose to do. I told him it is usually initially hot but then it turns to cold air. He said the dryer was fine and that I owed him $122.00. I told him that he didn't fix the dryer so it is not an estimate. Sears website clearly states that they give you an estimate of what it would cost for the repair and you can decide to decline or accept the estimate to have your appliance fixed. The tech never even took the panel off the dryer before he determined the problem. The whole time he was at my house, the panel did not come off the dryer to look for possible other problems. I told him I would pay the $65 for his trip as agreed upon, but since he can't fix my dryer it did not make sense to pay him additional. He was insistent that because he gave me advice, that I had to pay the additional amount. I asked him to call his supervisor. He was upset, but phoned his supervisor that told him to have me pay it and I can dispute the difference to be refunded back to me at a later date. I was insistent that I had been using Sears for years and that unless they give me a quote on what it will take to fix my dryer, I only owed the the $65. He then told me I can sign something stating that I declined the estimate. By that time, I was very uncomfortable with the tech and signed the form. The tech. then proceeded to tell me that Sears is struggling and may be going out of business and that they just had a meeting and were told to collect as much as they could from the customers. Once I supposably declined the so called estimate, the technician told me that I needed to pay an additional $5 for his gasoline. After he completed his paperwork, he decided that he would not charge me the extra $5 for gas. His conscience may have got the best of him. I called the airduct company out for a 2nd opinion. The owner of the company and his technician came out and said the airducts were perfectly clear and that there was a problem with the dryer. They were pretty upset with Sears and indicated that I was lied to by the technician. I phoned Sears once again and told them my story and they said they would send another tech out to my home and I would not have to pay the $65 again. They said they would put that on the service order. I know that they did that because when I called Sears this week, they read it on the order. The tech was scheduled to come out between 8 & 12. I told them I absolutely needed to leave my home at 12. At 11:15am, they phoned and said they would not be out until 1:00-2:00pm. I was extremely upset as I cannot meet with them during the week and can only meet on Saturday. I had a very important appointment to go to at noon and did not want to wait any longer to have my dryer repaired. I phoned a supervisor and she sent a different tech out. I had asked the supervisor to make sure she told the tech that I would not have to pay a new service fee and to give him some history on how I have been treated. The tech arrived about 12:15pm on May 24th. He immediately went into my bathroom and said to me "you know this is a recall, and before I start anything you will have to agree to pay me the $65 trip charge." I told him "no" and explained to him my prior experience and that they were suppose to put "no trip charge" on the order. He said that I still had to pay since I "declined" the previous order. I explained to him that it wasn't a decline and that the tech could not fix my dryer. He said if you don't pay I can't work on your dryer and started to walk away. I asked that he call the supervisor that set up the order and he said he did not need to call the supervisor. By that time, my husband heard him arguing with me and knew how poorly I had been treated through this experience with Sears. The tech had already decided he was leaving and refused to call anyone so my husband told him to get out of our house immediately. I have to admit that my husband was very heated and frustrated and used some language at that point as he escorted the tech out. My husband had seen me in tears over this matter and could not believe that this second tech was also trying to collect unwarrented money from us. I phoned Sears to ask that a supervisor call me to straighten this out and I have yet to hear from someone. On Sunday, my husband took the panel off the back of the dryer and disconnected the airhose to see what was going on. At first the dryer was hot and then went to cool air. This is not an airduct problem. They hose was not even connected. My husband also went out and bought a sturdier hose to see if that might make a difference. The condition continued. It is definitely a problem with the dryer. Possibly the thermostat or sensor. In the meantime, I am out $65, I have had excessive upset and frustration and still do not have a dryer that works. My co-workers can not believe the series of events that I have gone through with Sears and it has gotten worse. I would like Sears to stand up and take care of this matter. I really don't want to exploit this, but I want it to be taken care of. I would also like to be reimbursed my $65 for all that I have been through. Bottom line is that I sincerely want my dryer fixed. I hope that Sears stands up and takes care of this. If this isn't resolved right away, I can no longer be a Sears customer.
Sincerely,
Joan Hoy
i agree with 100% i'm a former employee of sears repair and i cannot being to tell you all the b.s. that goes on there . they all lie and rip people off
Unfortunately, no lawyer will cost less that $310 so you'll not save money going that route. However, you can file a WRITTEN dispute with Sears, the collection agency and the credit reporting agencies (there are 3). Send Sears a Certified letter demanding that Sears produce written proof that you authorized the repair and a record of the date and time it was performed and the technician's name. When they fail to provide that you can let the credit reporting agencies know that Sears has failed to justify their claim and the bad report will come off - by federal law.
As for your beautiful hardware floors - well you're responsible for making the poor decision to put an appliance that uses water directly on the floor. Common sense says that you should have purchased a $30 Washing Machine Floor Pan and set the washer in it. If you haven't seen one they sell them at Home Depot. They are plastic and are about 2" deep to hold water or drain it to a floor drain if you have one.
I purchased a $4500 dollar front loading washer and dryer from Sears in November of 2017. I was told that both units had a 2 year warranty from the Salesman who we purchased the unit from. In June of 2017 the seal in the Washer broke loose from the Washer and floaded my Laundry Room and Kitchen and warped my beautiful hardwood floors. I called Sears and they sent their Repair Man out to look at the Washer. The Repair Man showed up and did not have another seal to replace it. Now the catch, he stated that particular part was not under warranty even though they sold it that way to me. Regardless, I had not choice but to pay for a new seal so I wrote a check and gave it to the Sears Repair Man for the seal. I sent Sears a nasty letter complaining I was misled about the 2 year warranty and told them I was very upset about my floors. Well needless to say the seal arrived in the mail along with my check I had written for $59 dollars. They told me via phone the part was sent free of charge but that the service from the Repair Man would still have to be paid. I called the Service Repair Man and he said that it would be 2 weeks before he could come back so I sucesfully installed it myself. About six months after service I get a call from a Collection Agency for a Sears Bill in the amount of $310 dollars. After telling these knuckleheads at theMCM Collection Agency that I did not owe Sears I started investigating the charge. Turns out Sears had billed me for the $59 seal and charged it to my Sears Card. On top of all this I never received a bill in the mail for it. I am at the point right now I am looking for a good Attorney to take my case as I will not pay those people a penny even though I continue to get ugly calls from their Collection Agency. This has hurt my credit score and I am not going to sit still for this. I have spent approximately 40 hours now on the phone with Sears to no avail. Every time I call they just keep transferring me to someone else and nothing ever gets done. I have tried to be civil but it has not worked. If there are any good Attorneys out there who would like to sue this jerks for me please call 864.221.0604.
About Sears
Sears Customer Reviews Overview
1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary information and verifying your email address.
2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.
3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Sears. Make it specific and clear, such as "Defective Appliance Delivered by Sears" or "Poor Customer Service at Sears Store".
4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranties, and refunds. Include specifics about any transactions, such as dates, amounts, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the problem, detail the steps you took and how Sears responded. Explain how this issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.
5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.
6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Sears. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.
7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and your desired resolution.
8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you receive a confirmation that your complaint has been successfully submitted.
9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any responses or updates related to your complaint. Check your account regularly for any communication from Sears or additional inquiries from the ComplaintsBoard.com community.
Overview of Sears complaint handling
-
Sears contacts
-
Sears phone numbers+1 (847) 286-2500+1 (847) 286-2500Click up if you have successfully reached Sears by calling +1 (847) 286-2500 phone number 2 2 users reported that they have successfully reached Sears by calling +1 (847) 286-2500 phone number Click up if you have UNsuccessfully reached Sears by calling +1 (847) 286-2500 phone number 3 3 users reported that they have UNsuccessfully reached Sears by calling +1 (847) 286-2500 phone number+1 (800) 665-2127+1 (800) 665-2127Click up if you have successfully reached Sears by calling +1 (800) 665-2127 phone number 0 0 users reported that they have successfully reached Sears by calling +1 (800) 665-2127 phone number Click up if you have UNsuccessfully reached Sears by calling +1 (800) 665-2127 phone number 0 0 users reported that they have UNsuccessfully reached Sears by calling +1 (800) 665-2127 phone numberSears Home Services+1 (866) 850-0518+1 (866) 850-0518Click up if you have successfully reached Sears by calling +1 (866) 850-0518 phone number 0 0 users reported that they have successfully reached Sears by calling +1 (866) 850-0518 phone number Click up if you have UNsuccessfully reached Sears by calling +1 (866) 850-0518 phone number 0 0 users reported that they have UNsuccessfully reached Sears by calling +1 (866) 850-0518 phone numberNew Orders+1 (877) 550-9254+1 (877) 550-9254Click up if you have successfully reached Sears by calling +1 (877) 550-9254 phone number 0 0 users reported that they have successfully reached Sears by calling +1 (877) 550-9254 phone number Click up if you have UNsuccessfully reached Sears by calling +1 (877) 550-9254 phone number 0 0 users reported that they have UNsuccessfully reached Sears by calling +1 (877) 550-9254 phone numberExisting Orders
-
Sears emailssearscares@searshc.com100%Confidence score: 100%Supportwebmaster@customerservice.sears.com100%Confidence score: 100%Supportsearsservice@searshc.com100%Confidence score: 100%Support
-
Sears headquarters3333 Beverly Road, Hoffman Estates, Illinois, 60179, United States
-
Sears social media
Most discussed Sears complaints
ridiculously unsafe craftsman lawnmowerRecent comments about Sears company
Master Protection PlanOur Commitment
We make sure all complaints and reviews are from real people sharing genuine experiences.
We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.
We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)
Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.
Personal details of reviewers are strictly confidential and hidden from everyone.
Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.
Is ComplaintsBoard.com associated with Sears?
ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Sears Customer Service. Initial Sears complaints should be directed to their team directly. You can find contact details for Sears above.
ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.