Sears
reviews and complaints

Bought a new Frigidaire on Sept 16, 2022. The installation team did not hook up water line to the fridge. The ice maker does not work and the inside panel is not working properly. I called Sears to come out to check the fridge. A new ice maker was ordered and a new inside door panel. The fridge is freezing all the eggs and milk on the other side. I can't seem to reach anyone. Would like a replacement fridge. This new one is defective. It was bought from Sears.com and delivered by Costco. I called multiple times about the water line after the delivery of the fridge. I had to hire a plumber to install the water line. When I spoke to the sears repair line they said I had paid for installation. The guy at costco told me they do not install water line. But the customer service guy at sears said sears was suppose to do it and call them about a refund for the plumber. All I want is a new fridge placement.

To Whom it may concern:

CONSIDER THIS YOUR NOTICE OF COMPLAINT WITHIN THE 3 DAY WINDOW OF DELIVERY.

I had a GE refrigerator Serial # 5T508755 MODEL GFE28GYNIF delivered yesterday , September 25, 2022. It doesn't cool. I spent the entire afternoon and most of today trying to contact Sear's customer service by phone and online. There is no way to contact them. The link says 404 error, the chat requires a fee for "JUST ASK", another number says I must contact GE. Sear's customer service is horrendous. I contacted GE support who tried everything to reset the cooling system to no avail. Then I was told there is no warranty on this is a brand new item. I want to return it. Please advise.

I have been trying to have this resolved since May 20, 2022. The French doors are out of alignment and pieces have fallen off. I was promised a new refrigerator but none has arrived . . . although a DOOR was delivered to my front yard. It is now stored behind the sofa in the living room! I need to have this taken care off or have my account checked off so I can purchase one somewhere else!

i bought a refrigerator 2021 a few months later the refrigerator started do some block of ice on the behind of drawer, creating the top of refrigerator don't cold. i lost a lot of food and medication like insulin. the technician come but the equipment was in warranty the store changed the equipment in September 2021. the new refrigerator was good until May 2022 the same problem, the technician came. he said need order part like a handle and the where the freezer drawer run. i said that parts do not create that the freezer do the ice ball behind the drawer. Sears call me last Tuesday October 11 saying that they are contact me next week to make some deal because parts are back order. ok. i call 1800 469.4663 they said the will send another technician today oct 14. the technician came and he said he need order other parts like a door gasket and another parts. when I requested a service, the equipment was in warranty. i know the refrigerator is new, parts like a door are gone be backorder again. how much time I will be wait to have a refrigerator that I paid 1,897.00 dollars cash to have a equipment that work properly that was the reason to buy an equipment, not a headache

I have home warranty services with this company. My payments are automatically deducted from my account. I called them on 09.30.22 to update my card information because I got a new card. On 10.02.22 the payment of $49.99 was deducted from my account.

I received a letter indicating that my account is past due. When I called the autoprompter stated that I have a past due amount of $99.98. Once I got someone on the phone I informed them that I updated my card information, I have a confirmation number and bank statement showing the funds were deducted from their company.

They are indicating they do not have record of receiving this payment. No one is willing to take the extra steps to rectify this situation. I informed them they need to find where my money went.

I verified with the representative the information that I am reading in the description of my statement is the same company that I am talking with and they all agreed.

I purchased a washer and dryer from Sears in Union Gap. I also purchased the Protection plan for both unites. In July 2022 I called sears to have my washer repaired, since it was broken. In August 2022 a technician diagnosed the washer and ordered the parts. On September 20th a technician arrived to fix the washer, but stated he needed a help of another technician, so he scheduled a appointment for October 20th 2022. I called to confirm the October appointment to find out the appointment was rescheduled for November 4th 2022. Im very upset that its going to take four months to have my washer fixed and if it cant be fixed another two months to get a replacement. I did explain to the person on the phone back in July that my mother was fighting cancer and needed the washer fixed ASAP to keep clothes and linen clean. four months of this, while fighting cancer and the washer not fixed. Worst service ever.

Hello, I have reached out to you in the last few weeks and no one responded. This has has become a legal matter. Your home warranty section has been non responsive to my concern. They have refused to allow me to speak with upper management. They have transferred me to several departments. They have stated that there was nothing they could do to resolve my concern. I have talked with the home warranty representatives, I have talked with the representative for your intermediary from cinch, I have talked with GE the replacement company. I have been told that someone would return my call an I receive no return calls from anyone for any of the I have contacted. It seems that this service a a total fraud. I will be persuading a legal judgement. Your lack of response to my concern and your unprofessional manor, the loss of my food and the care of feeding my family will all be addressed. I have contacted my local news to report my experience.

August, 2022 - tech. came to check our Kitchen Aid dishwasher as it wasn't completing wash cycle. Ordered wrong part - W11410066 A few weeks later, A second tech came and ordered same wrong part- W11410066. Third appointment cancelled. tech named Patricio came and installed a new part on the sensor door panel, but he wasn't sure if it would work. It didn't. Next appoint October 5, 2022 with Bobby cancelled. Received e-mail with rescheduled for October 12 - 1PM to 5 PM with

Patricio. Patricio was here once without any good results. I don't think your technicians know what is wrong. Both my husband and I are at our wits end. If you cannot repair our dishwasher, we would like a new one please. It's been two months since we have been without a dishwasher. Your home repair program needs some serious attention... Look forward to some good news ..

On July 8, 2022

I ordered an upright freezer online but couldn’t get the charge to go through so I elected to use your chat - I told the person on chat the problem and she got involved and ordered the freezer - unfortunately my order also went through - you sent me a text telling me that Costco would deliver my freezers - I immediately called and told you that I only wanted/needed one - the person I talked to assured me the other freezer would be taken off - well guess what - delivery day came and Costco brought two freezers! I immediately called you and was told to send one of the freezers back and that the charge would be taken off my card - so that’s what I did but to this day I am still being charged for both freezers and have called three times trying to resolve this. Please take care of this immediately. Here is the Case # [protected]

Sears return freezer$1006.70

Kathleen Price

Card #[protected] is the card that was used - this account was closed due to possible fraud and a new card was issued ending in 3507 - I have not received my new cards yet.

We have a service agreement for our refrigerator and called for service 7/26 and have yet to get a technician onsite to repair the freezer in the fridge. They have promised but not delivered that we will get a new refrigerator, but nothing has been done in 12 phone calls.

We have called since 7/26 with promises from multiple reps that a call back would be coming and have not received any calls back in 2 months. I have called 12 times and no resolution to date.

SEARS craftsman atv jack. mod#50190, ser#KTH18002513 FAULTY AFTER FIRST USE. Unable to use for last 3 yrs. brandnew. this is not a craftsman company issue. I have contacted SBD owners of Craftsman, they said this is SEARS jack not theirs. nothing wrong with the frame. very strong and sturdy. the faulty part is the bottle jack/and release valve all one piece with a cast allum base. valve is faulty. first stuck closed and wont release, now stuck open and wont pump up.

I've had a protection plan since 1984. 38 years and still have it! For the most part we have been satisfied with it. We had a Kenmore water heater on the plan for at least 12 years. We paid our bill faithfully and thought it was covered. Recently it went bad and we found out that it was no longer on the plan. Sears dropped it from the plan about a year ago. I don't understand how or why it was dropped. When I called about it, I was told that it was to old and parts can no longer be obtained for it. I know that the protection services covers unavailable parts with total replacement of the appliance. After paying for maintenance coverage for over 12 years I would think that it would be unlawful to just drop it off the list. We paid over $1000 to have a replacement installed. I feel that it was a violation of the agreement to drop an item off the list without our approval.

Call Home warranty service

Ice building up under the long drawer of refrigerator

from condensation unable to drain thus locking the drawer as it

continues to freeze and ice gets thicker und the bottom drawer

then the 2-vegetables drawer are unable to open as well.

I have lost food because I was unable to access it, due to the ice

building up and the drawers NOT opening...WTH ?

This is an on-going problem usually once a month I've been able to catch it when I've felt the longest drawer getting hard to open. BUT most often it builds so quickly that I'm unable too.

1st service company did not service Samsung refrigerators

2nd company they email me that was supposed to service the frig

said THEY did not work with Sears. 3rd company they service tech said Samsung refrigerators always have THIS problem, not a good. He never came back to fix ...SO I called the warranty yet AGAIN They sent another tech. He said it was UNrepairable and would process the REplacement order

I purchase a refigerator from Sears in 2016 Brand New, Kennmore Elite. Of course I put there master protection plan because is suppose to be easier when your appliance need service. May of 2022 I noticed that the fridge was not keeping food cold. I called the number on the plan and my first appointment was June 8th. I could not wait that long and had to purchase a mini fridge to cover the basics and lost tons of food. Sears only reimbnursed me for the fridge not the food. The technican came out reset something on the fridge and the fridge started working .

About a week later fridge went out again. I called and made another appointment and the earliest appointment was July the 12th. On that date technician said the fridge is too close to the wall and put a 2x4 piece of wood behing the fridge. I told him that does not sound like a professional answer/resolution at all. About a week later the frdige start working and stoppe working again. I made another appointment for Aug 26th. When the technician came out his exact words were, the previous two technicians did not order parts" which I replied no. The technician said it is probably has something so do with the defrost system because there is ice build up on the back of the freezer. Tech order three parts that has everything to do with the system working correctly and scheduled another appointment to have them installed which was 9/8. Tech also said its going to go out again and would not put anything in the fridge.

On 9/8 tech came out, installed the parts, and as soon as he left the fridge stopped working completely. I cannot even get water out the fridge. I called sears and they told me a tech would return in an hour and I would receive a phone call by 6pm. It was approx 3pm when I called sears. They also told me that they are calling dispatch to have the tech come back. My sons had football practice that I always attend but this day I stayed home because the tech was coming back. No one called to confirm appointment and tech never showed up.

I called and made another appontment for 9/23. I called the protection nunber several times and not trying to offend anyone but always get a person that I cannot understand because there accent is so thick. I called back 3 times to get a person I could understand and talked to a women who told me she coudl place a place to replace the fridge being that I had 4 failed attempts and a servce date in place, 9/23, to have the frdige repair. On 9/14 I called to check the replacement claim and I was denied. This rep told me that I did not qualify because only one technician order parts.

I told her I am not a tech this is why I have a plan therefore if your techs did not order parts and they come out to assess the frdidge that is not my fault. I asked to speak to a supervisor and the women put me on hold for 10 minutes. When she finally came back she told me her supervisor was in a meeting. I asked what was her supervisor name and she said she would introduce herself when she calls me back. I expressed to her you work with a person all day and I cannot even have the person name that I am going to receive a call from. I even asked when is this person suppose to be called and she said she may call tommorrow 9/15.

OH by the way I just renewed my plan of $900 because I have other appliance on this plan which was done 9/5. At the end of the call the rep asked me if I want to add anything else to the plan. I informed her why in the world would I add anything else when I am extremely disgusted by the service I am getting now now going into 4 months. I have two children 10 and 7 and on on the way which we plan to breastfeed due 11/1 and I do not have a working fridge.

Rep told me I have to wait until ther service tech visit my home on 9/23. I have taken off from work, worked from home, and missed practices and I do not deservce this level of professional or lack there off. Sears use to be the best when it came to repair but they are a joke at this time.

I purchased the above refrigerator from Sears 5/30/2017, the compressor went out and I was charged $629.94 for labor to replace it. I understand this is a known issue with this refrigerator. I understand there have been lawsuits over this matter. I am told that this compressor is being replaced with the same compressor. I have been told that this compressor may also fail as many have. I believe this refrigerator should have been recalled. I would like to be refunded for the labor charge.

Connie Bumpus

8460 SylvaniaMetamora Rd

Sylvania OH 43560

[protected]@bex.net

[protected]

I called Sears to schedule a repair on my refrigerator and was sold a warranty for $49 a month. Was told the $99 diagnostic fee would be waived and if parts are needed, I would receive 50% off. The tech came and tie first thing he said was he hates working on Kitchen Aid and it won’t be fixed. He then said the parts are $1150 with $150 off bright it to $1005 along with $99 diagnostic. He also said why didn’t we buy the warranty from him . I told him I’d like to call Sears customer service to get clarification. The tech closed out the ticket. I can not get anyone who understands what is going on. I’ve spent 2 days and 8 hours on the phone. The last person said a supervisor will call back within 2 hours that was over 6 hours ago. I’m frustrated with the lack of customer service Sears offers. It is impossible to actually speak with a representative

Two claims were filed for cooling systems which were warrantied with Sears Home Services/ Cinch Home Services. The claims were filed June 24, 2022. Sears HVAC technicians came out. Trip number 1 for upstairs unit.

Technician reported that the unit was shutting down because the compressor needed a washing. Washed unit down and the same day, tenant reported that this did not fix the problem. Trip number 2 for upstairs unit - Technician diagnosed that the unit needed an evaporator coil. An evaporator coil was ordered and after an extended period of time another appointment was scheduled to install evaporator coil. Technician then stated that unit did not need an evaporator coil but that it needed more freon. Freon was put into unit and tenant reported again that the unit was not cooling. Trip number 3 for upstairs unit - Technician reported that unit was operating properly and that the problem was duct work but that they were not responsible for duct work. I then paid an independent Heating and Air company to come out and check the duct work. This company reported that the problem was not the duct work or the outside compressor, but that in fact, the unit did need an evaporator coil. trip number 4 for upstairs unit - Technician reported that the problem could be the evaporator coil but that he didn't have a coil on his truck and he tried using a stop leak solvent to correct the problem. Low and behold, this didn't work! Now I am on trip number 5 for the upstairs unit and they are claiming that they are bringing the appropriate evaporator coil.

Trip number 1 for downstairs unit. technician added more freon to unit. This did not fix the problem. Trip number 2 for downstairs unit. Technician stated that it felt cool inside the house and that the problem was probably ductwork related. Sound familiar? I have approached the warranty company about reimbursing me once I have the repair done and they state that's not an option. My issues have been escalated through Cinch/Sears and there has not been a resolution.

Our refrigerator has been broken since Memorial Day. Sears repair techs have been here a total of 6 times. The refrigerator is still NOT WORKING. When we call, we get a call center with no satisfaction. There is NO access to anyone OTHER than a call center. Very disappointing. It's now September 13th and our fridge is still DOA. Hey Sears, what good is a master service agreement when we can't get our fridge fixed. It's beyond frustrating!

here is what the issue is. If they won't take care of their job's under Sears why would we ever deal with sears again and paying for a plan that fails to take care of business is of no use to us.

this is what I refer to.

Fwd: Response Requested: It's time to renew your Protection Agreement

Inbox

SALLY GAINES

Sep 12, 2022, 4:54 PM (17 hours ago)

to me

I tried to have the a/c serviced when I called they said I have to make an appt and bring it in.

I called the sears said no you have to call and they will come out. Just bs runaround. So it wasn’t serviced.

Sent from my iPhone

Begin forwarded message:

> From: Protection Agreement

> Date: September 1, 2022 at 3:57:29 AM PDT

> To: [protected]@aol.com

> Subject: Response Requested: It's time to renew your Protection Agreement

>

> 

>

> Master Protection Agreement

> Customer ID [protected]

> It’s time for your Master Protection Agreement renewal on your ROOM A/C,W/410A,U$200, REFRIGERATOR,O600/U800. Act quickly to ensure you do not have a lapse in protection. Coverage expires on 9/29/2022.

> Benefits Include:

> • Worry-free coverage Unlimited service with no hidden fees or deductibles

> • Service Promise We’ll fix it on our first service visit

> • Replacement Guarantee If we can’t fix it, we will deliver and install a new one

> Lock in another year of coverage for only $189.61. Use your MasterCard credit card on file ending in 7078 for a quick and easy renewal.

> Review and Renew

> Interested in saving money with multiple year renewal options? Need to add or change items included in your package? Call us at [protected].

> Sears Home Services is a TransformCo business. Transformco shall not be held liable for any errors or omissions in pricing. TransformCo reserves the right to make adjustments to pricing and product offerings for reasons including, but not limited to, changing market conditions or product discontinuation or unavailability. “Sears Home Services” is used with the permission of Transform SR Brands LLC.

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> ©2020 Transform SR Brands LLC. 3333 Beverly Road, Hoffman Estates, IL 60179. All Rights Reserved.

On July 15, 2022 scheduled an appointment for washing machine repair through my Sears Home Warranty provider A&E Factory Repair.

The first available appointment was August 2, 2022. The technician ordered parts that arrived on August 9, 2022. The technician scheduled an appointment for August 25, 2022. This appointment was cancelled and rescheduled by A&E, due to not having a technician available, The new appointment was for September 7, 2022 between 1:00pm and 5:00pm. I called the number provided and was told that the technician was on another appointment and would be here by 6:03pm. I called at 6:45pm and was told that my appointment had again been rescheduled for October 5, 2022. I was able to connect to a customer service representative that hung up on me.