Sears

2021 purchased new washing machine and 3 yr warranty

May 21 2022 problem scheduled technician

June 13 2022 technician diagnosed problem and ordered part - two day shipping to be received by June 15)

Received part on June 23 - took around 5 days to get a tracking number

Called to schedule return for repair - was initially scheduled for June 27 but was offered an earlier date so changed to June 25

No one called or came on Jun 25 - all day (8-5)

Called to report this and was told the technician was overbooked and appt would have to be rescheduled but could not reschedule at that time. I was told that someone would contact me in 24-48 hours.

Around 4:00 p.m. on June 27 I again phone Sears service to schedule a new date. After holding on for nearly 30 minutes, I was told they didn't have any available dates for the technician to return to they put me on an expedited list. I was told someone would call within 24 hours.

On June 29 at noon I called again to Sears Service and was told no technicians are available until August 23.

June 29 was scheduled for repair on Aug 23

I have a kenmore elite washing machine that is only 3 years old. The dryers enamel is peeling off. The 1 year warranty is expired . What do I do? This is insane for only being 3 years old.

May 2022-I have had the whole house warranty for a few years paying $60/month. I have a 15 year old washing machine that they have come out a few times to repair. This last time, the technician stated that the breakdown was due to 'overuse'. (Ridiculous as there is only 1 person in my house.) It's nearly impossible to get someone one the phone to talk to. I have been on hold up to 1 and 1/2 hours at a time. Then they want you to submit a dispute which I had to wait ANOTHER 45 minutes to connect. I got another appliance company to come out. They said that the basket was broken off and needed to be replaced and that it was from normal use. The claims department is now saying that they need to know the REASON it BROKE and that they only cover structural damage. How is someone able to identify WHY something broke? And isn't the basket part of the washing machine? I went to cancel and they want me to pay another $159 to cancel my warranty. I am BEYOND annoyed.

On 04/18/2019 I purchased a LG French Door refrigerator. On a second purchase I paid for a 5 year extended warranty $800+ expiring on 04/18/2024 . Unfortunately I never checked the receipts. The sales clerk wrote down the wrong name. Now the fridge is having issues and the warranty is invalid because it shows the wrong name. This individual lives 2 States away. Currently I have about a $500 food loss and sears can't and won't do anything about it. It's a good thing SEARS closed down every store near me and I will not drive for 2+ hours to the nearest store to complain on deaf ears only for them to show me to the door. It was the last purchase I will EVER make though that company.

I have tried making contact with them over the phone 3 days in a row. On Monday 06/13/2022 I waited and gave them all the information for over 30 minutes, On Tuesday 06/14/2022 Once again I called them and could not find a solution for about 45+ minutes. Today Wednesday 06/15/2022 same story but this time 55+minutes just so the agent can tell me they cant do anything about it not even to cancel the agreement.

So there goes well over $1300 down the trash and a big pain in the but company!

We ordered an LG Washer and Dryer on May 28, 2022. Delivery was originally scheduled for June 10, 2022. We received many confirming emails and phone calls stating delivery will be on June 10, 2022. We even received an email on June 9, 2022 stating delivery would be from 9:00 am to 12:00. On June 10, 2022 at 8:30 am we received an automated call stating our delivery had to be rescheduled. My husband took off work to be home for this delivery. He spent hours on the phone trying to find out why this happened. He was constantly transferred from Sears to Costco Deliveries and back and forth several more times. We were assured by Costco Deliveries that Saturday was possible for Delivery but Sears would not approve that delivery.

Now delivery is supposed to on Tuesday June 14, 2022. I personally want to cancel the order, but my husband is willing to give Sears another try.

We are so disappointed in Sears. I will never buy anything from them again.

I will be reporting this to the Better Business Bureau.

Case# 7385013, in January my heat pump failed, a sears tech was not available for over 3 weeks, the benefits people authorized up to 1000.00 to get someone else to repair it. they will not reimburse me or tell me the truth, they either transfer me to a foreign person, or put me on hold, I have requested a supervisor 6 times this morning to no satisfaction, all I want is my money back, im 72 yrs old on a fixed income, I had to borrow the money to fix unit, and don't have it to pay back, is this the way sears treats its customers?

Purchased a home warranty plan 10/21 billed 69.99 monthly and at time of purchase was told this plan included preventative maintenance on washer/dryer

Tried to schedule that and was informed that sears dropped this part of coverage.

RIP OFF! I have paid 8 months for nothing

We have a problem with our Frig. since April 25, 2022 It took two weeks to get a service man to look at our problem, of course they did not have the parts a week and half latter they shipped the parts to our home. They gave us a date for the service of May 23, 2022, then sears cancel and set up a new date of June 1, 2022.

The tech showed up and replace the new parts, the next day our Frig. did not cool our frig. 62 degrees inside. I have tried to get the serviceman back and no phone call back to us and the new date for service is June 20, 2022 this is not this does not help us, we will be two months without a frig. and we have sears warranty.

First called on 06/01/22 spoke with Myla. I paid my deductible to schedule service for Air Conditioning for the summer and was given a date 06/02/22 between 8am to 5pm. The day of 06/02/22 I called around 9AM morning to ask if I was scheduled for 06/02/22 for service and Noah stated that I was scheduled between hours 1pm and 7 pm Informed him that a storm was coming Noah stated that the Service Tech will still be out. I called back again around 2 pm and spoke with Eisa and she stated that the Tech will be out between 1pm and 7 pm again. I called again around 4 pm and spoke with Vince. He said that the Tech will be giving me a call before he arrives okay. Already time has passed. At 6 PM again spoke with Albert and he said that there was a cancellation in the system. I said no one informed me about CANCELLATION and NO one has called me. I want to cancel the bad customer service. I spoke with Albert, and he provided a number to the cancellation team, spoke with Anna and she transferred me to be online for 2 hours no one has picked up the phone.

Attempting to resolve microwave issue over a 3-month period and issue is still unresolved. Called in early March; technician came out on 3/12 and stated that microwave needed to be replaced. Was unable to reach anyone regarding the case - no record and no information; each call took over an hour because the automated response system is designed more for blocking calls - definitely not for assisting in routing calls to the right location. Scheduled another service for April 26 and specifically requested a seasoned or experienced technician. The service was cancelled by the original technician after waiting over 4 hours for someone to show. She cancelled because "her supervisor" had the paperwork. The supervisor didn't file or open the case until April 29th! This information was not made available until calling back on May 12th after scheduling a service to start the process all over again. The May service was again cancelled by the same technician. Finally, received information about the case and Sears was attempting to replace the microwave with something absolutely non compatible with the current appliance - half the size counter-top microwave instead of the full-sized built-in microwave. May 23rd discovered that I had to "dispute" the recommended product. Now - still in limbo! Why purchase warranty protection when you either can't get the service or have no protection! This all falls into the scam territory.

Dear Sears Agreement Benefits Team,

I have a question for you. What is the purpose of having a Master Protection Agreement when it doesn't protect us when we need it. We the customers did nothing wrong, and we bought your Master Protection Agreement. Some other company that Sears Home Warranty contracted and sent to our home attached a part to our refrigerator and didn't tell us. They voided our Master Protection Agreement not us. Now you are telling us that you won't even cover the cost of the food we lost a month before they even touched our refrigerator? Wow! I am so disappointed with Sears Warranty Services. You won't even fight for your customers who have so much faith in you as to buy your top-of-the-line Master Protection Agreement. We even went so far as to purchase the Sears Home Warranty to cover all our appliances. We already have a plan with Sears for our washer and dryer.

I guess loyalty means nothing to Sears.

I just wanted to ask you one more question.

Are you going to help a loyal Sears Customer or not?

I you don't or if you don't respond to this email, I will take that as a NO.

If it is a No in any form, my wife and I will assume that your loyalty to us is not very important to you and we will cancel all our service agreements and warranties with Sears.

It's been a month and a half, and we still don't have a functioning refrigerator. This has been the worst experience we have ever had. We have been getting nothing but the run a round from the moment this whole thing started. And now we can't even get reimbursed the $150 for our food loss or the over $300 we've had to come out of pocket for eating out for 7 weeks.

All we are asking for is what we paid for which is to be protected from unforeseen mishaps.

Is that too much for a Loyal Sears Customer to ask?

Sincerely,

Dennis Sigler

A Loyal Sears Customer

I called Sears to have my Frigidaire freezer repaired. The units internal light was on but the unit did not freeze the food. The technician inspected the unit and announced that he did not have the thermostat needed for the fix. The thermostat had to be ordered and I had to pay for the part on the spot. It took two weeks for them to return and install the thermostat. I was away. My housekeeper let them in. When I got another bill in the mail I saw that I had been double billed for the repair. I called Sears home repair and complained about being double billed. The Sears agent saw the problem and told me that the issue was resolved. A month later I got another bill saying that I owed for the second billing. I called Sears home repair again. Supervisor told me that the bill had been satisfied and I should have no more problems. Today I got another bill for the repair. In attempting to solve the issue I called again. This time their computer would not connect me to a human voice. In my opinion, this is a scam to increase their profit.

I have owned a Sears Lawn Tractor for many years(about 20), and have had them covered by their Repair Protection Agreement. In the 20 years I have owned a Craftsman mower, I have only had problems one time.

Now, I can't get a repair appointment scheduled! I now have a lawn tractor, purchased in 2013. I started calling on May 3, 2022, and have made 7 calls to multiple numbers. Every time I am told that there isn't a technician in my area, and I would receive a call in 24-48 hrs. No calls!

The last call, to the Protection Agreement Benefits Administration center resulted in the same massage. I was told that there was nothing they could do. I asked to speak to the Supervisor, and conviently he had left for the day.

I need assistance in getting my lawn tractor repaired!

Hello Team,

In Aug, 2021, I bought GE Profile Series PT7800SHSS 30" Built-In Combination Microwave/Convection Wall Oven - Stainless from Sears.com Order # [protected].

Unfortunately the product delivery got delayed many times and the product finally arrived in Sears warehouse towards the end of February, 2022.

Even after the arrival of the product and waiting for a month, I never received the product. During this time I reached out to the delivery team via chat/call, requested, and pleaded to help us get our product but nothing helped. And for no reason our order was cancelled. Now, it's been more than a month. I am waiting for a refund of $3237.88 from Sears and haven't received it yet. I am reaching out to customer service via chat and phone calls and the response I am getting - we apologize, we are looking into this, we have escalated, please give us 72 hours and then again there is a silence, even after having the escalation case id. I chat/call again and the same story repeats.

With folded hands, I request your attention to this matter and would appreciate it if you can help me get my money back. I look forward to your reply and a resolution to my problem.

I notified Sears concerning the Craftsman riding lawn mower at the end of April, told it would take 48-72 hours to get back to me with an appointment. After contacting them a number of time 3 weeks later still no appointment of call. The lawn mower is under warranty. There have in the past been other requests for repair which were not honored, and I ended up repairing it myself. The cost of a 5-year warranty is costly and when not honored is a waste of money. I would appreciate any assistance you can give.

I've received ZERO response from Sears Customer Service:

I'm writing about a recent repair service I ordered for my Mom who lives in Sarasota, Florida (I live in NJ). While visiting her recently, we noticed the ice selector button on the front of her Kenmore refrigerator was indented, making it difficult for her to press. She is 87 years old and has dementia. We ordered the new part and paid $287.82 on 4/22/22 (charge receipt attached) for the part. When we ordered the part through Sears Repair, we also scheduled the installation, scheduled for 5/11/22 (yesterday). We were told that for a $99 charge, the Sears technician would assess the installation and call us with an estimate. We never received that call, and the tech charged my Mom $359.47 without our authorization. This is unacceptable.

We received several text messages regarding the scheduling of the service visit. We then received a call from the repair technician at 11:12 am yesterday saying he was at my Mom's house, but the person who lived there was not aware of the repair. Turns out he had the wrong address. We directed him to the correct address where my Mom was waiting. He reached there at 11:22 am, telling us he found the right address. We received no other call from the technician. At 11:51 (29 minutes later), I received a Visa alert for my Mom's account for a $359.47 charge from Sears for the installation (I receive alerts on all of her charges given her condition). There was no phone call from the technician with an installation estimate, even though he called 1/2 hr earlier telling us he was at the wrong house. As the customer who ordered the part and the repair, I made it clear that my Mom has dementia and all communication was to go through me. This never happened. The technician charged my Mom $359.47 for an installation that took less than 29 minutes (it takes about 10 minutes to get the Visa alert, so the install probably took less than 19 minutes). We NEVER would have approved that amount. We were never offered the $99 visit and estimate charge, nor were we told that the technician would install the part, nor was he given permission by me (the customer who ordered the part and the installation) to do so.

This, to me at least, is a technician taking advantage of an elderly woman, and not following what we were told would be the process for the repair. We are willing to pay the $99 fee we contracted for, but feel a refund of the $359.47 charge, which was NEVER AUTHORIZED by me, would be fair. Could you please provide us with a refund of $359.47 for what happened here? My Mom was crying when I told her what had happened. This is not the way to treat the vulnerable and elderly.

I made an appointment to have you service my Weber gas grill. You confirmed the appointment several times, up to & including 15 minutes before you repair person was due to arrive. Not 5 minutes after your call confirming the appointment, your repairman, Joseph, called to tell me that you no longer service Weber grills! And have serviced them for a while.

Why did you waste my time if you knew that you would not service my grill?

Why do you continue to show Weber on your website as a produce you service?

I placed a service call for my refrigerator in Jan. 2022. The issue was the refrigerator was not cooling or defrosting. There was ice buildup in the freezer. After waiting 2 weeks, The repairman arrived on Jan 31. The estimate was for $570.44 to replace a bad defrost heater. He did not have on with him so he had to order one. Two weeks later the part arrived and the tech came install it on 2/11/22. One week later, I noticed that the refrigerator section was again not cooling and there was again an ice build up ( not defrosting again). I placed another service call and two weeks later the repairman came and had to order more parts ( a control board and a wire harness). At this time I had the old defrost heated tested and it tested good. No one had previously tested the defrost system. The technician again had to order the parts. He said that he would bring this to the attention of his manager for charges, but this should be covered by the previous service fee. The parts were shipped to my home and a return date for installation was 4/20/22.

When the technician arrived, he said “I was told to come retrieve the parts, not to install them”. I asked why. He said the order says that you requested a refund. I had not requested a refund since I needed to have the refrigerator repaired. After speaking with his manager, the agreement was that it would cost them too much time and labor at this point and it has been 4 months. So they decided to refund my $570.00 and take the parts back. I signed a digital agreement that there would be no charges for todays parts pick up.

Today, 5/10/22, there has been no refund or credit for the $570.44, and I received a bill for an $505.80 for repair service charge. That’s a total of $1076.24 and the refrigerator was never repaired. Four service technicians, four months for the same issue and no one is able to fix a defrost issue. That’s ashame.

There are no numbers to call on answering machines to pay the bill. I’m sure that this will be ignored like all of the rest of my correspondence, but at least I get document it. I have all documents to verify but too many pages to attach.

Terrible service,

I have had a repair technician out to repair my refrigerator 4 times in the past year and now I'm again waiting for a repairman scheduled for 6/9/22. It's not just the failures that happened, it's also the inconvenience of waiting an average of 6 weeks for the service call! First couple calls involved the water filter leaking, first call the repairman thought he fixed it, but a couple weeks later it began leaking again. 6 weeks later a complete filter unit was installed. Then my ice maker failed, parts were ordered and 6 weeks later when the repairman showed up, he determined different parts were needed. 4 weeks later, he returned and replaced the entire ice making unit. It never did produce ice at a normal rate, making a tray about every other day. We then experienced a loss of the cooling system in the refrigerator. Unfortunately, we were gone for 10 days, and everything was ruined in the frig and had to be thrown out. I called Sears again and was told they could not schedule a service call until 6/9/22 = 6 weeks out. I then asked to speak to someone about a replacement rather than repair. This will be the 5th time I've had a repairman out for problems. Of course, I was denied but was given the option to contact any local repair shop that could be here sooner and be reimbursed up to $500.00. I contacted 2 different repair shops and was told the issue I'm having is consistent with this model and they have not been able to repair this Kenmore model. they both suggested I ask for a replacement. I just called Sears warranty again, asking for help, but again denied replacement. I was offered to go rent a refrigerator for the time being and Sears would reimburse the cost. What am I to do with the faulty frig? It may seem trivial to be without filtered water or ice, but we used these features a LOT and the times the frig went down were during Christmas and most recently over the Easter weekend. We had company over the weekend and no refrigerator to use! Whenever I call, I get a (hard to understand) representative who seems to just read from a script and not to care about my issues! Apparently, I haven't been put out enough to justify a replacement frig. I still have 4 weeks to wait for the repairman to show up and most likely he'll say it can't be fixed

We waited 2 weeks for a tech to show up to fix

Our refrigerator & we have home choice warranty so they scheduled with sears so when he arrived we paid a copay of $85 then he said we had to order parts so he did & they came to our house & then waited an additional 6wks for an installation appointment & on the day of our appointment we received a call from Sears informing us that our tech was no longer employed with sears. Someone would call us within 48hrs with a new appointment but it was a recording asking us to call sears to schedule an appointment so when I call & speak with someone they say I can only make appointments online & when I try to make my appointment online it says it can’t make my appointment right now. I call to complain but they again promise that someone will call me but it’s only the same recording asking me to call sears for an appointment. At this point I’m done & Ive already paid my first tech to fix my fridge! What now? Can someone please help me?