Sears
Reviews and Complaints

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.

> Privacy Policy | License Info | Unsubscribe

> ©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.

On August 15, 2022 I contacted Sears Home Warranty to place a claim that my refrigerator wasn't working. Three (3) days later a repair person came and diagnosed the problem. The part was no longer manufactured. I haven't been contacted since. And now I cannot even talk to a person. I go through the automated system and when I chose the option to connect me to a person I get hung up on. Three weeks and NO contact!

To Whom it May Concern:

My name is Dawn Radcliff.

We purchased a Kenmore Elite Refrigerator May 2018. Up until July of 2022 it was fine, then all of a sudden it stopped getting cold. We called Sears on July 22, 2022 and was told the soonest that someone could come out was September 1, 2022. I was in shock on how long it would take, and that we would be without a refrigerator for weeks. The I was able to check the reschedule link that was text to me and was so exciting to see that a sooner appointment had opened up. The technician arrived on August 5,2022. He informed us that we had a Linear Compress which had gone bad. He stated that this is a well-known issue our Kenmore Model.

The technical order the parts for us, which is covered under the 10-year manufacturer warranty. The tech said he soonest appointment to come back and replace the parts was on September 16, 2022. I was in disbelief that we had to wait until 6 weeks before our refrigerator could be fixed since it had already been weeks.

I have been checking everyday to see if a sooner appointment was available and there wasn’t, in fact the soonest now was October 2022.

On Labor Day, September 5, 2022, with one week to go before we had our refrigerator fixed, we get an automated call to say that our service repair appointment had been changed to October 25, 2022. Panicking and frustrated I call Sears to find out why they changed my appointment with now phone call to see if that was ok with us. Instead, it took me 35 minutes to even reach a live person then I was transferred 5 different times. I asked numerous times to speak to a supervisor and keep getting told someone would call me back. I said no thank you that I wanted to hold as I didn’t trust anything that they said to me. After holding for 45 mins I was hung on.

Since Kenmore says only Sears can service this part and that we can’t use another company we are being held hostage.

We had to pay almost $600 upfront for labor, we just want our refrigerator fixed. I have never had this bad of service from any company before in my life. We will never again shop at Sears knowing they treat their customers like crap.

This whole situation is unacceptable, and I am expecting an acceptable follow-up to secure a much sooner date as a part of good customer service!

Sincerely,

Dawn Radcliff

Phone: [protected]

e-mail: [protected]@yahoo.com

address: 1614 SE Academy Street, Dallas, OR 97338

To Whom it May Concern:

My name is Tim Crepeau.

I was supposed to have repair tech service my refrigerator today. The appointment was confirmed on the; [protected] number. I had called twice prior to the appointment to confirm the appointment and confirm that the parts had arrived. I also called earlier today on the same number to confirm the visit. I was assured that it was on schedule. I later received a phone call (today) from Sears saying that the appointment had to be rescheduled. I returned the phone call to the number suggested, where I received a looped recording saying that the appointment had to be rescheduled with nowhere to follow up. Out of frustration I again called the above number where they instructed me to call A&E. A&E told me that they had to reschedule as they had not received confirmation that the parts had arrived. The soonest date that they had available was September 26. That's just not acceptable as I had done everything in good faith to prepare for the visit, which included confirming parts arrival and staging the refrigerator!

I am expecting an acceptable follow-up to secure a much sooner date as a part of good customer service!

Sincerely,

Tim Crepeau

Phone: [protected]

e-mail: [protected]@comcast.net

address: 4200 90th Way SE, Olympia, WA 98501

I made an instore purchase of 4 kitchen appliances on 07/13/22. 3 were delivered- stove, dishwasher and refrigerator. The fourth item, a microwave was on backorder and supposed to be picked up in store. The store shut down permanently and it is impossible to reach anyone to get a credit on my Sears card. I have tried writing, "chat" which gave me a nonfunctioning resolution tel. number. Not sure what else to do...

There are no Sears stores here and we cannot afford to have the mixer equipment send by mail due to very, very fixed income…so doing everything by hand for now

Until there is a shop here in Helena, MT

Now we understand why so many mixers were thrown in the dumpster here…cheaper to get another from CHINA instead of your products

We love MADE in USA but when repairs are not available…there it goes…

Kitchen Aid Serial # KSM 90PSGR

Beautiful equipment but…..

I have a warranty on my fridge and on 7-22-22 Repair company came out my compressor was going out so parts were ordered by sears and now it is 8/29/22 and still no parts they are back ordered, and no one knows when they will be in. Then two weeks ago my fridge got worse making louder noise and not cooling like normal. I was told my case was being escalated and someone would be calling me about getting me replacement NO one has called me and all I get is a bunch of dumb foreign speaking people on the phone who don't know what the hell they are doing. My fridge is Now Not Working having to give my neighbors our food we have no way to keep all the food from going bad if we don't. I am on hold now again with sears I want the same fridge that I have now its the Kenmore Elite 30.6 cu ft item # [protected] Model # 73315

Terrible and Horrible Service, never engage Sears Home Service.. You will be trapped.

Sears Promised to service my refrigerator on August 12th, since I didn't receive any updates from sears, I called customer service and ensured the technician will come on August 12th. As they directed, I removed everything from the refrigerator and waited for them, however, the technician didn't show up. I called them and they informed that, technician was not available. THey could have shown basic courtsey in informing me about the unavailablity. They assured, I will get an appointmnet on August 29. I was not happy in extending my dates for another 15 days due to the negligence and deliberate ignorance from Sears side. Still I was ok to wait. And few days ago, they said they wanted to reschedule the appointment for another date which is again another 15 days. I decided not to continue with them anymore. I called the customer care, spoke to their supervisor, all were super rude to me. So I stopped communicating with them. Their commitment cannot be trusted. Their promises cannot relyed. No matter what, Since I cannot trust them. I canceled the engagement with them.. Later I learned that, I am not the only person, faced this issue. I am one among thousands. Anyway I am done with sears... I had to write this review, because. Another person cannot get cheated with the paid good reviews and false promises.

Purchased a Kenmore bottom freezer refrigerator in February 2022. It is still under warranty. For 6 weeks it has been leaking water underneath and is causing damage to our wood floor. Sears tech came out on 07/15 and ordered a part (freezer fan motor), which we have received. But now we cannot get a service tech out to install the part and fix the problem. Sears has canceled 3 service appointments. We are now scheduled out for 3 more weeks (09/15/22).

On 7/6/19 I purchased a Kenmore (LG) Bottom Freezer Refrigerator Model # 795.73595.711. On Saturday 8/20/22 the refrigerator stopped working. I contacted Sears Appliance Repair because this refrigerator is under warranty. I am told the earliest service appointment is 2 weeks away. I also contacted other repair companies because I can NOT go 2 weeks without a refrigerator. I have been told there is a class action lawsuit for this very issue. It is a known issue that the Kenmore made by LG has faulty compressor units. I paid well over $2,000.00 for this refrigerator and expect it to last more than three years. I have the extended warranty. What good is it when I can't get service. I have lost several hundreds of dollars' worth of food now. I have been forced to go and purchase a mini fridge just to get by.

Oven/range when installed in 2014 was never strapped down with the anti-tip brackets. It tipped over last week 8/15/2022 onto my mother (87yo) who got pretty roughed up (bruises, scraped and cuts). Her oven is now not functional. She purchased an expensive extended warranty, but needs to wait an extended amount of time to have it repaired - hence she cannot cook!

I took a week off of work and flew up from Los Angeles to help her deal with this, but there is no one to speak to. I am also going through the paperwork and also see some suspicious charges.

I have a Master Protection plan with sears but cannot get the correct number from the company to get service for my air conditioning units which has a bad water leak entering my walls.

I constantly go through this with sears there was a leak that apparently was not repaired on the last visit.

during the visit I purchased an extra service plan and have not received a receipt or follow-up call from sears to date from July 2022

I also have another plan for my Fridge. the last visit to my home June 22 and sears has not resolved broken item the workman said I needed a replacement refrigerator since the part could not be found and the workman said I needed a new fridge I just want the item he broke or removed repaired.

There is a very serious leak in my conditioner that needs immediate correction