Kenmore Furnaceunprofessional, unreliable and unresponsive to consumer's needs customer service

This review was posted by
a verified customer
Verified customer

My husband and I purchased a furnace in January of 2006 from Sears. We got several estimates but being newly married with a seven month old baby, we were in a financial bind and believed that the no payments/no interest for one year would serve us best. The salesmen were quite personable, even showing interest in our baby, etc. We decided to go with Sears.

All went well until this past Saturday (Oct. 14). The furnace just stopped working. It has only recently started to get cold in our region but it gets chilly enough in the baby’s room that we needed to run the furnace in the evenings for the past couple of weeks. We discovered the problem at 10 p.m. on Saturday and figured that we would call first thing in the morning, we’d just deal with it until then. I bundled up my daughter and made sure she was as comfortable as possible. We called Sears customer service first thing in the morning. After trying two numbers, my husband was given a number for our region to call and set up service. He was told that Sears does not have 24/7 repair service. We would have to wait until Monday. Fine. We waited and waited. What we didn’t know is that Sears did place an order for service with the independent contractor who installed our furnace and that they give them 24-48 hours to respond to s service call. I called Sears on Monday morning, was transferred no less than five times to people who were unable to tell me we was going on with our service request. When I explained that we have a 16 month old baby in the house and this was not a good situation for her to be in, only one person said that they thought that was really terrible and they would do what they could to remedy the situation but Sears doesn’t empower any of its employees so this guy just transferred me to another department that I had already spoken to. The last woman I spoke was actually annoyed with me that I was calling and said “I’ve already explained all of this to your husband.” She explained that the original installer had to come out and do the service call. After one year, you can call Sears Customer Service (not on your life!). I asked her why no on there cared about the situation with my daughter and she couldn’t offer an answer. I told her that right now, the weather isn’t terribly cold but what are we to do in February and it is 20 degrees outside? She said that Sears does not offer same day service. I found out that you are permitted within the first year of purchase to call someone on your own for repair but you have to pay upfront and then Sears would reimburse the consumer. We also found out that Sears will pay up to $50 for one night at a hotel room. That’s big of them. My husband and I live paycheck to paycheck and cannot afford to pay someone out of pocket to come out and look at our BRAND NEW FURNACE. We also cannot afford a hotel room. Fortunately, we have family members that are allowing us to stay with them at night. We have three pets that are remaining in the house so we have to go there three times each day to take care of them, pick up clothing, foods, etc. to prepare for the following day of being displaced. The situation has caused a lot of stress and problems for us and in particular our daughter. The furnace, by the way, is still not working as of today. The independent contractor came out yesterday (Oct. 17), blamed the furnace not working on roofing materials in the chimney. The furnace worked for one hour and then quit. My husband called him at 4 p.m. last night when he got home from work. Parts have to be ordered which will not be in for 24-48 hours. At this rate, we may not have heat in our house until possibly sometime on Friday. This is unacceptable! I’m not necessarily upset with the independent contractor although I have to say he did not respond to me like I instructed in my voicemail but my husband much later in the afternoon. Also, he could have come out that evening to do what he could considering we have a small child in the house. Sears could care less about the situation. They also told us that there is a national complaint line. This isn’t true. It is just a glorified customer service department that has no authority to handle complaints. All they did was put me through to the HVAC Repair Department.

All of my appliances have been purchased through Sears. I can honestly say that I will NEVER set foot in another Sears store for the rest of my life. I will never purchase anything from them ever again. The term “customer service” is a misnomer as far as Sears is concerned. The “customer service department” is unprofessional, unreliable and unresponsive to consumer’s needs.


  • Ch
    charleypotatoes1 Oct 19, 2015
    This comment was posted by
    a verified customer
    Verified customer

    I also will never purchase a sears product or service ever again!I had counter tops installed(granite) through them only to have poor installation meaning counter tops were uneven creating a down slide of everything that was not flat, but this is about the furnace I purchased from sears a kenmore only after five years a repair bill of 1000.00 got me mad they say they cover parts for original owner for 10 years not true, a two stage motor went out in my unit not only did they not have the part i had to wait three days, of course this occured in ohio where it was cold in early oct. 2015

    0 Votes
  • Tr
    Triomommy May 06, 2011

    Well I agree even though it is 5 years later. We had a new furnace installed last summer and this winter found out it had been leaking into the wall and caused mold growth to the extent that we had to leave the home and now have no wall from our bathroom to our garage. We have been out of our home for 4 months now and Sears still has yet to correct the situation. They will not give us a new furnace they are trying to get away with just giving us 22, 000 dollars the repairs are 19, 000, and that still leaves us paying for the moldy furnace. Also what about the cost of us being homeless for four months plus. I am now in the process of obtaining a lawyer, oh and writing a report to send out to as many media portals as possible. Did I mention I have three young children, my twin girls are three and my oldest daughter is four. Thank God for my grandmother and her big house or we would be living in my van. Sears and there Extreme Makeover Home Edition is the biggest oxymoron known to man.

    0 Votes
  • Dv
    d voie Nov 20, 2009

    my wife and i purchased a new kenmore oil furnace .it is the biggest piece of junk we have ever bought its always breaking down .the last serviceman that was here spent five hours trying to repair the unit all along asking to use my personal tools from a hacksaw to wrenches . he was a partsman not a serviceman all new parts and the unit still does not work even put the electronic eye that reads the flame on backwards . we have a woodstove for heat but the furnace was for the main source of heat and it does not work .

    0 Votes
  • Wa
    wachado Sep 12, 2009

    I HATE SEARS, AND MY DAD IS THE WORST SEARS REPAIRMAN EVER!!! IF YOUR OWN FATHER CANNOT DELIVER QUALITY SERVICE THERE IS NO HOPE FOR ANYONE IN THE UNITED STATES DEALING WITH SEARS IN GETTING ANY KIND OF CUSTOMER SERVICE!! We thought we doing the right thing by keeping everything in our home in sync by buying only Kenmore products and have nothing but troubles with all of them and to top it off when my dad comes to services anything we end up having to "fix" something afterward. The only thing my dad ever says is " Buy a service agreement" I am through with Sears!

    0 Votes
  • Ke
    Kena Holmes Dec 17, 2006
    This comment was posted by
    a verified customer
    Verified customer

    I agree with you 100% about Sears and their customer care, service, and whatever else you might want to call it. We also had a new unit installed and are still trying to resolve a recurring issue. We have oil heat and since the unit they installed leaks (twice now) we are breathing in oil fumes. We have two children and they are coughing along with us. We have constant headaches and sore throats. We have called them to fix it and/or replace. They want nothing to do with it. They keep trying to fix it and still the same problem arises. At this point we don't want the unit. We want a new one. Sears told us that they don't give out new ones, they only repair the old one. Is this the way people are treated when they spend $10,000. How much money do you have to spend to receive quality service.

    We are now involving the Better Business Bureau and the local health department.

    0 Votes

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