Sears

Request for refund of $424.84 for services not provided on order #[protected] paid 11/21.

On 11/14/21 I needed a service call for repair to my refrigerator/freezer not cooling/freezing. During the service call, the diagnosis was a bad thermostat. Repairman also recommended that I get a Defrost Timer because it would probably go bad soon. Both parts were ordered, and the repair appointment was set for 12/3/21. The Thermostat arrived at my home before Thanksgiving and I received a text verifying that my service appointment would be Dec. 3, 2021 and if there were any changes I would be notified. I returned early from a trip to meet the repairman but when he had not arrived, I called the local number and was told that the Defrost Timer was on national backorder and they could not put in just the thermostat, even though I specified that I was told there was nothing currently wrong with the timer, only the thermostat. I did not receive any communication from Sears after that point.

On Jan 6, I called the number listed [protected]) which had been changed so I called the new number [protected]). There were no options to speak with anyone and no options that fit my issue. I got on a chat with a woman named "Emberly" at [protected]@customerservice. sears.com and I have that chat transcript where I asked to receive a refund for services not performed. I was willing to pay the $110.00 fee for the initial visit and the $67.26 for the parts, but after almost 2 months (including Thanksgiving, Christmas, and New Year's Eve) I had already had the thermostat replaced and no longer needed the service. The total bill was $602.07 which was paid by credit card at the initial visit. She said she was unable to handle that and would contact Sears Parts and inform them and that I could email a dispute to [protected]@transformco.com. I sent that e-mail and it was blocked by them.

Two days later, I received the unneeded Timer in the mail. I have tried multiple times to contact them again and have received no communication by text or phone or email since the text saying they would arrive to complete the repair Dec. 3, 2021.

Again, I am willing to pay the $110.00 for the initial service visit and the two parts ($67.26). However, I paid $602.07 and did not receive any of the services that they charged me $424.84 for in November of 2021.

I ordered an upright freezer 11/8/2021 through Sears.com. It was scheduled for delivery12/13/2022. This delivery was cancelled by Sears and rescheduled. This began over 10 incidences of rescheduled delivery dates for this item, most rescheduled the night before with little more than an email, and sometimes not even that.

There were two “confirmed” delivery dates. The first one had them sending me multiple emails, including noticed that i would be getting a call the night before. When the call didn’t happen, I called them. I was told it would definitely be there, but they could not provide me a time frame. I was told to wait at my home the entire day 7a-9p. The delivery never came.

The second supposed delivery, I once again did not get a call despite the numerous emails and texts telling me I would. There was a huge snow storm earlier that week resulting in 20” of snow. To get into my home, I needed to dig a 40’ long path to my basement door. I called AND chatted on the online chat w representatives. No one could say where or if my freezer was going to be delivered. Finally, a rep gave me the number to the store supposedly responsible for the delivery.

When I called the store, the very nice and helpful man told me that there was no way his store would be delivering it as we were 40 miles away, there was a closer store that handled my location only 15 miles away, and his store never did Saturday deliveries.

I have had this issue supposedly escalated twice. I have never gotten a call from Sears, despite promises that someone from their team would reach out. I’ve been told to just cancel the order by reps and reorder. My item is in my area according to the store person, but since it is out of his route I would have to pay an additional $200 to get it delivered. I already paid a delivery fee.

Tonight, I called again. Was on the phone for 45 minutes, was transferred and hung up on. No one can tell me where my item is or when it is arriving. One rep told me to go to the warehouse to get it myself. Another rep told me that I can not speak to phone reps since this was an online order and that the online sales team phone division had been dissolved two weeks ago. He literally told me they didn’t exist even after I pointed out that I have been calling Sears every week for 3 months trying to resolve this.

I am so frustrated and angry. This company is horrible. Their employees lie. The store people have been helpful but are powerless if the order is from online.

I purchased a mattress in January 2022, to replaced an old one I previously bought from sears, hoping to receive the same results, a mattress myself and my spouse can sleep on. New Mattress arrived with holes in the plastic wrapping the mattress, mattress seems as though it was re-wrapped and was resold to me, parts of mattress under plastic wrap was dirty. Sears had delivery company picked up mattress, but my refund was not in full, sears is charging me to deliver a mattress that they had to picked up, because it was used.

Purchased Kenmore/Whirlpool side by side, LED displays only with new construction home on May 2020.

3 Month later all frozen foods melted and perished.

Defrosted and stocked again. Same problem a month later.

Sears attempted to charge me for service and sell me extended warranty while under warranty. Refused and had them repair it.

Five times it has been repaired. All components, controller board, thermostat, heater element, thermistor with exception to compressor where replaced.

The appliance still refused to freeze goods within 3 weeks.

Then worked for two and now it will not defrost with constant ice buildup. Sears destroyed all “DIGITAL” records and invoices for these repairs.

FF February 2022, and the appliance is still broken. Sears refuses to repair only wanting to charge the consumer.”self” or pawn it off to their in house repair company which cannot be found or contacted.

Any calls made to the previous numbers results in recordings and no phone calls returned.

Contacted attorneys in the Florida State who referred me to Morgan and Morgan. Another joke; who stated they could not do anything.

Do not buy whirlpool, Fridgidare, Kenmore, Amanda or related appliances from this company.

Had similar issues with Sears brand Frigidaire microwave.

The compressor - sealed cooling system failed at 5 yrs 6 mos. Six months past the parts and labor warranty ended. While a new LG compressor is covered by their 10 year warranty, I received an estimate for labor repair of $1,600. Due to the ongoing issues with this model number and the year of manufacturing, it was suggested by a third-party and VERY reputable local appliance technician that the money would be best spent on a new model year. LG has since changed their design after the claims started rolling in. Reputation and customer service is critical to business survival. So far after several attempts to resolve prior to filing a small claims suit has not been fruitful. Considering there is a pattern of compressor failure, I would think that any magistrate, who is a homeowner, would be reasonable is discerning a positive judgement. Thank you.

I purchased a refrigerator in 2017,at the time purchased a service contract which that expires on 07/22. I called for service on 12/21 for service.I was charged for the call.$118

The problem has not been resolved. I was scheduled a service call for 2/7. I was told that the technician was sick and would come on 2/8.

I called to asked where was the technician?

I was given a new appointment for 2/16.

Why can't I have service in a timely manner?

Is there one professional working to resolve an

this issue?

Your prompt attention to this matter would be greatly greatly

On Dec 20, 2021 my gas hot water heater broke. I called Sears and they sent a technician on the 22nd of December. He informed me that my tank was still under the warranty and protection agreement. He also informed me that Sears no longer makes hot water tanks. I was sent email instructions to buy my own new tank and Sears would reimburse me up to $1399 for the purchase of it. I purchased a new tank on Dec. 23, 2021. The email also provided the number to a local installer that would handle the installation of the new tank and removal and disposal of the old one. I tried contacting them...to no avail. I then contacted Sears who informed me that they would reach out to the installer and schedule the appointment. After not hearing from anyone. I contacted Sears and they told me that they would reach out to other installers in my area After weeks of waiting and calling Sears for updates, I was then told that there were no installers in my area..and I was to hire my own installer and that Sears would reimburse me up to $499...upon calling several installers...I realized that Sears would have to increase the amount by double in order for me to get an installer. I contacted Sears and asked them to increase the amount I would be reimbursed.Sears has yet to give me the approval to spend more than $499 for installation. They keep telling me they are waiting for approval from some "offline" team. It is now February 5 2022 and I have had the new tank waiting to be installed since Dec. 23 , 2021. Sears us trying to get me to give up and pay money out my pocket for installation of the new tank when they are responsible for the replacement , installation of the new tank and removal of the old one. It is not my fault that Sears no longer has installers in my area. They are responsible under warranty to replace and install the new tank.

The initial guy showed up on December 4, 2021 to repair our refrigerator and determined the fan is not working. He ordered the part, I paid for everything in advance that day. I received the part 10 days later and informed Sears Home Repair I had received the part. Appointment scheduled for Jan 3, 2022 to install it. I took the day off work and waited and waited. They never showed. I called and ask why. I was told the part is on back order. I told them no, the part is in my hands right now. Another appointment scheduled for Jan 10, 2022. I took the day off and I waited and waited and they never showed. I called and ask why and was told the part is on back order. I got angry and said NO ITS HERE what is wrong with you? Another appointment made for Jan 26, 2022. I took off work and I waited and waited and they never showed. I call and ask why. This time they claim the repair man is sick. In the entire Albany New York Capitol Region they only have one repair man? I make another appointment for Feb 4, 2022. It’s is Feb 3rd today and at least they called and said their repair man isn’t going to show up tomorrow because he’s sick. It has been 2 months and I’m still waiting for the repair guy to show up. This is ludicrous. So unprofessional and uncaring.

I've always bought Kenmore Elite appliances but I purchased a very expensive double oven electric Kenmore Elite range, when it was delivered the stainless was already scratched but my entire family was coming for thanksgiving dinner so I decided I would live with the scratches. A little while later, the glass top couldn't be cleaned and is terribly scratched. Now the rubber seal around the top is completely separating from the stove. I have had other stoves and this Kenmore Elite is the worst stove I've ever owned! I also had a Kenmore Elite refrigerator that broke after only 3 years. No More Kenmore or Sears anything for us!

- My complaint concerns order numbers [protected], [protected] and [protected]
- On Saturday 1 Jan 2022 I twice tried to order a washing machine from Sears Mexico Online and both times the Sears website immediately stated that the payment was not authorized and I should speak to my bank or pay by another method. Both times the price of the washing machine was 11, 999 Mexican pesos. Order numbers [protected] and [protected]
- Late Sunday 2 Jan I discussed the problem with the call center of my bank
- On Monday I ordered the same washing machine from the Sears Online store. This time the price was 12, 799 Mexican pesos and the Sears site immediately stated payment was authorized by my bank. I received two emails from Sears confirming initial authorization and later final authorization by my bank for 12, 799 pesos. Order number [protected]
Estimated delivery time was 14 to 19 Jan but there could be a delay.
- On Thursday 20 Jan employees at the Sears Mexico call center twice stated the washing machine had been delivered but no delivery has taken place
- On Friday 21 Jan I discovered that Sears Mexico had debited my account once for 11, 999 pesos and once for 12, 799 pesos. Still no washing machine.
- I did not receive an email from Sears Mexico confirming my bank had given initial or final authorization for 11, 999 pesos and still today the Sears site states "no authorization" for both attempted orders of 1 Jan at 11, 999 pesos
- On 21 Jan employees at the Sears call center said
*** delivery would take place early February
*** Sears had refunded 11, 999 pesos
When told that there is no refund on my bank statement the answer was that this is not the problem of Sears and no information was provided that would make it possible to trace this "refund".
- My account has been debited twice for a washing machine that has not been delivered and Sears Mexico provides no proof of the refund they claim has been made into my account.

1/20/22
I have a refrigerator that stopped cooling in fridge compartment, Tech came out and had vent not working correctly and we arranged food better and he played with vent and thought it might work. It didn't so rescheduled for new appointment to get part replaced. Original visit was overbooked and was rescheduled after 5 on day of appointment, next was also rescheduled after 5, the third time tech made it. He ordered part, and scheduled for 1/17/22. at 1 on 1/17 was called and rescheduled for 1/18/22, at 1 on 1/18/22 was called to reschedule but was hung up on by rep, went online and rescheduled for 1/20/22. At 1 on 1/20/22 was called and rescheduled for 1/26/22. Was told both techs were out sick but was monitoring their online status that showed 1 stop away for tech from 8 oclock. Around 12 online status was changed to other tech.

Tech has been great, scheduling is a fail.

On December 27th a service repair man showed up to look at my washing machine. After tearing it completely apart, he learned it needed support struts and springs. He put it all back together and said we could do light loads, after consulting with an unknown source over his phone. We rescheduled and he showed up on the 10th of January to do the install.( Btw the parts were shipped to my house, after I paid for them, and I had to call and schedule new appointment). So he shows up and once again tears down the machine and soon discovers he only ordered 1 set of parts, when he needed 2sets. After he reassembled the machine for the second time, he called the mystery person again and reordered more parts and said I would have to reschedule a service appointment when the parts show up(at my house again). So assuming I can still do light loads I proceeded to use my machine (wrong), now the machine has no power at all, so it's worse than when I started. After numerous unanswered phone calls with India or somewhere, I finally reached someone to reschedule my appointment, however the day the service tech was supposed to show, I discovered my was cancelled and nothing even shows in their system(unbelievable), and and let's not forget the days I've taken off work.so I'm left with having to call a contractor on my own and may have to gain reembursment from Sears for, damages, time loss, aggrevation and additional money spent!

I am VERY unhappy with Sears Home Warranty - Cinch. I've had an agreement with them for quite a while. When our refrigerator had an issue we filed a claim. It took SO LONG for their multiple 3rd party techs to get it fixed, we had to purchase a new one at our expense, WE HAD NO CHOICE! Ultimately they attempted to fix it, only for it to stop working again 3 mos later. When I filed the 2nd claim, asking for it's replacement they denied my claim SOLELY because the unit had been moved to the garage. Again, I HAD NO CHOICE but to move it to the garage because I had to fund a new one on my one or go without a refrigerator! They are a very dishonest and unprofessional company. Don't choose them and if you have them, CANCEL NOW!

Initial appointment Dec 9 th. Parts ordered Next appointment Jan 6 th. "O" rings were on back order. You can pick up "o" rings anywhere. I offered to do it. Then I mentioned the one part came with "o" ring on it and the customer service rep indicated that was what was needed but they had already not come for Jan 6th appointment. So then I was told next appointment was Jan 31. So if this date stands, I'll have waited almost 2 months for this repair. I called and asked for a sooner date and was told 31st was it. Then I asked for a complete refund on the Master Agreement was told that it would be prorated and the visit would be deducted and that they could not give a refund figure until I cancelled my appointment and returned all parts sent to me. Needless to say I am frustrated and incredibly disappointed with this. What can be done to assist?

The dates of this refrigerator not working properly are numerous.
Last night I put a bottle of water to prove there has always been a problem with regulation of temperature. It partially froze and this morning everything in the freezer was thawing. The bottle should have been completely frozen and nothing should have been thawing. From the beginning this refrigerator has been a junker.
If you cannot fix it, recall it because I am tired of having this happen.
An ice chest would be a better option.
FYI I don't appreciate waking up to this problem randomly, the doors are shut and no one is getting up and opening the unit yet I wake up to another thawed freezer compartment and a warm upper unit.
Totally unacceptable. If you send out an outside vendor to look at this unit you are causing more ill-will. I will yelp, review and go to the Sears store I bought it at, hang out in the appliance department and tell customers that your products are nothing but scrap.

Bought 12/2017. Compressor went out Dec. 17, 2021. Sears couldn't come til following week. Called another appliance repair. $110 and they got there the same day I called--a Saturday, week before Christmas. Told this was an issue and a lawsuit was filed but Sears wasn't covering labors costs, but LG was (the compressor is made by LG). Sears came out a few days later--$109 service fee. Compressor. Covered under warranty but not labor. It cost me $792 to have the compressor but back in. Then include the other service fee, $110, and spoiled food. The company knew about the defect. If this one goes out in a year or two, I'm back to square one--having to pay for another compressor to be installed. This refrigerator was $1357 and only 4 years old. Have had the ice maker repaired too a few years ago. A settlement suit was closed in Dec 2020. The Sears outlet where I bought it is no longer in business.

Sears Home services technician Emanuel M. dispatched to my home on Dec 21-21 to make repairs on my Sears Kenmore refrigerator (pn: 795.51833.412) (serial # Serial Number: 811MRWV06473). The technician indicated he could not find the data plate and left without completing any troubleshooting or repair. The model number is also on the back of the refrigerator and the serial number is already recorded in the Sears Home Services system (I had a repair in 2020). Please review the attached documents and explain why my refrigerator could not be repaired by your technician. He should be terminated for his laziness in researching available data and the bad attitude he displayed in my home.

After 3 weeks of waiting loosing all my food I'm still no where close to getting my fridge/freezer fixed by
The Warranty that I pay for monthly. After talking and calling on the phone I'm beginning to see the game that's being played by your warranty company.
We have been a faithful buyer of sears products for years but now I see how you treat your customer base. We maybe seeking an attorney for pain and suffering this has caused us. We have been living a
Out of a cooler since Nov 30 2021 when we discovered our fridge was not cooling. I refuse to pay for you to fix my fridg as per contracted agreement. A tech was here but said they coded our appt as a pay and not warranty as we requested. He called his boss his boss told him he had to leave and go to his next customer. So now I keep getting emails to see up an appointment by paying for the service 1100.00 per the visit. Cinch is not a good wholesome word they are hard to get along with and I'm done calling and trying to set up appointments just to get another run around.. An Atty at this time is our next option.. Randy Deem family

Sears has outsourced all the phone answering and service scheduling for their Repair/Warrantee program. It is a horrendous runaround and time consuming experience to get an appointment for repair as the answering and repair service is outsourced to both large corporate and local repair companies which from my experience are understaffed and not sufficiently trained.
Our refrigerator began making strange new noises so knowing repair times are delayed due to current supply problems we called Sears Repair service and made an appointment. After waiting over two weeks for a service person to arrive, we basically got a salesman who briefly messed with the refrigerator, then told us we needed a new fan that prevented "ice ups" and he would need to order the part. He then sold us a "warrantee program that he said covered all appliance repair for all appliances in our house with NO additional costs. He made it sound simple and good, and that we would get the warrantee contract separately. So we opted.
However, He did not disclose:
A $75 dollar fee for setting up each future repair appointment;
That there is a 90 day wait before your warrantee begins (although the monthly fee was immediately charged and each month premium is taken out at the first of the month);
That you would be run around on the phone by outsourced, offshore companies staffed with people who dont speak clear english and talk to fast and have no authorization to resolve anything;
That there is a $150 cancellation fee on the warrantee program;
It has been over a month and no Warrantee contract information or terms recieved.

After the first serviceman got through messing with the refrigerator the icemaker quit working. We had to After another two weeks a different "service technician" came to install the fan and fix the problem. He installed the fan and said the icemaker was fixed. It was not fixed, after three days we have about 10 icecubes. So...we started calling the Service and Warrantee programs. That is when we began learning of the all the undisclosed information about the Warrantee.
We counted our losses and changed the associated credit card number through our bank. The Credit card company is going to open a dispute with "Sears Service" for the charges.
Save yourself alot of grief and stress...DO NOT BUY the so called Sears Repair service or Warrantee program.

To Sears Complaint and Department

My name is C. and this letter is to report an illegal action committed by a Sears's employee which includes also forgery of my signature.
I am insured with Select Home Warranty and I have contacted them to fix my dishwasher machine.
After waiting several days, the insurance sent me a technician Alfredo who diagnosed a problem with some part of the appliance.
He ordered some parts and he told me he was going to come back and replace them when he will be available and when the pieces will arrive. I waited another 2/3 weeks. The same technician came and replace the parts and I followed his instructions and wash the dishes the same day after he left.
The result of the cleaning was horrible. All the dishes came poorly washed and only in one side. Of course, I made a video the following day and sent to the technician.
The same person came back and said that maybe we need to change other parts. I waited for the parts and for the technician availability and, the same person came and change the pieces. He added that after this there was nothing I could further r do. I was hopeful and I tried the dishwasher the night but again the result of the washing was horrible.
I called again the insurance after making another video.
The insurance called me back, they apologize for the situation (now was almost 2 months I did not have a dishwasher) and the said they will send another technician.

I received an email confirming the time between 9:18 and 11:48. I told my insurance I could not miss another 5 hours of my job for this * (in fact I have missed already for waiting for Sears 13 hours of my job). I briefly talked on the phone with this "Jose" explaining to him that this was the 4th time I have to cancel hours of work to be home and wait for the Sears service. I have a job like you guys!
This Jose was kind of rude but he confirmed he was going to be at my residence not later than 11:48.
I say thank and I waited and waited. After one hour of delay nothing not even a text message or email.
Then an email came after 1:45 said that now the time of waiting was until 2:00 p.m. I waited and waited, then at 2:10 after waiting for almost 55 hours and missing work again for 5 hours I called the insurance.
And now "the best part arrives"!
The insurance told the technician did not come because there was nothing he could do and that the problem was I did not know how to use a dishwasher and that also there was not water pressure. Beside the offensive statement (especially I am a mom of 3 kids and I know exactly how to use a dish washer), a few days ago my next-door neighbor who is a contractor, check the pressure and he said it is absolutely fine. Even the plumber you came to clean a clog in the sink he confirmed that the pressure was ok.
The disturbing aspects are that this "Jose" not only did not had the decency and courtesy of informing me that he was not coming but made his diagnosis without even coming to my house. Unbelievable!
Of course, I talked extensively with the insurance explaining what really happened and informing them I had witness and also the alarm system who can detect every move inside and outside the house, identifying all the people are entering or exiting from the house.
But the most serious part which is illegal and includes forgery, it is that later in the day after my report to the Home Select insurance, I received an email saying I have signed a document confirm this Jose was at my house for his service. Hours waiting for the service for a dishwasher that after more than 2 and half months is still not useable.
This is not only a big lie but it is a forgery of my signature! This is illegal!
I was offended to be called incapacitate to use a dish washer. I have spent countless waiting for technician who were supposed to be at a specific time and arrived late or never showed up. I lost hours and hours od work: I do private lessons as well because I am a single mom of 3 kids and I need an extra job.
But the most disturbing and serious aspect is that the technician lied to me and he made a forgery of my signature. Of course, I took a screen shoot of the email sent to me where it was stated that on December 14 I have signed a document. This is again forgery of my signature!
Of course, whatever I declare in this letter is confirmed by witness, the video of my alarm system who can prove that on December 14 no technician from sears arrived, recoded conversation etc.…
This is a very serious matter because it showed that potentially because this forged signature and all the lies, I could be for any reason could be responsible for something I did not do or I am not aware to.
I am a good and honest person and I cannot accept any kid of illegal and unfair action toward me, my family and in general to people.
If you do not do nothing I am going to report sears to the authority because this is absolutely illegal.