Sears

Paid for part to Sears Home Service provider that was not available and order cancelled in beginning of February, 2024. Paid by credit card. Filled complaint to credit card company. All details sent through Bank credit card to Sears. Sears sent response on 6/04/24 agreeing to refund the $416.09 amount. Have not received the refund.

Description BAL ADJ/SEARS 8228 Claim number [protected]

This company is a total rip-off, I never knew I signed up for it when having my refrigerator repaired 7/3/23. Ripped me off for $800. Got an email on 7/3/24 about auto-renew I also never signed up for. I called immediately to cancel effective immediately on 7/3/24 and was told it was taken care of, no worries, blah, blah. I was charged again nearly $800. I just spent another wasted hour of my time trying to explain to 4 people, not one of which did anything but pass the call around until it dropped.

This company is a scam rip-off. Stay far, far away.

David Jacoby 5712 Red Bluff DR

[protected] Las Vegas, NV 89130

[protected]@aol.com

My order has not arrived. The last e-mail stated that it will arrive on July13. This was ordered on April 13th. I was happy to receive the information. But, I received the following communication.

Thank you for shopping at Sears.com!

As you have requested, we have canceled Sears.com Order # [protected]. A credit in the amount of $707.65 has been issued to you on 06/28/2024.

This credit should be view-able by your financial institution within in 7 to 10 business days. If you have any questions, please contact your financial institution after that period to verify receipt of the credit to your account. Please note, your financial institution may have processing guidelines for posting credits that may impact the time it takes for the credit to be reflected in your balance.

Thank you,

Andrew S

Sears Member Services

I did not initiate a cancellation and I am unaware of why this was sent.

My refrigerator has been torn up this time since fetb2024 and they finally. Agreed to replace it, I tried several times to order replacement online and it kept saying they were having computer issues, try tomorrow.

I ordered fridge (not one I wanted) on april 9, order #[protected] with a delivery date of april 30 and I still do not have it and they can't tell me when they will have it, I want the amount agreed to on so I can buy a refrigerator. The replacement code is [protected] for 2699.99, I have been beyond patient with these people and keep getting the run around.

I placed a repair claim for my LG microwave back in January 2024 (it was covered under our Master Protection Agreement #[protected]) and after many parts delivered and visits from technicians to install them, it's still not fixed. My service order number is [protected]. I was told back in March by a technician that he believed that parts were no longer available for this microwave (purchased in 2011) and that per the terms of our MPA, if on April 9, a technician did not show up to fix it, that I would be eligible for a replacement. It is now May (5 months since my initial claim) and it is still not fixed. I am caught in an endless loop of a non-existent part being ordered and never being sent - here's the latest one as of May 15, 2024: https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9434609105464108221142

I have worked extensively with the folks in Benefits to no avail. I have worked with D.T. , one of the Executive Member Support Case Managers under Case #138588 and am getting nowhere. I am doing everything possible to avoid taking legal action.

Dec. 8, 2023, our freezer "died." Technician arrived eight days later (Dec.16th), and told us that, because of the age of our freezer (38 yrs.), the two parts for repair were not available; however, Sears would have 10 days to find those parts and, if they couldn't, we'd receive an email informing us of the steps to be taken for a replacement under our Master Protection Agreement, which we've had with Sears for nearly 40 years. 3.5 mos. later (mid-March) we finally received an authorization code for a new freezer, and delivery was scheduled for Mar. 29th. On Mar. 28th, we received a call that the freezer had not arrived at the local warehouse, and we'd be notified when it does to schedule delivery. Today, May 14th, the freezer is still not at the warehouse! We are livid! Five months! We have called repeatedly every 48 - 72 hrs., as suggested, but have gotten nowhere! Please, if anyone can help us, we'd be so very grateful. What's the holdup? We've been told everything from Sears "upgrading their delivery system" to "the issue is not with Sears, but with the manufacturer (GE)." However, on the Sears website, this freezer is available for purchase with a delivery date of May 15th. We need help!

I am filing a complaint. On January 9 SEARS cashed my check for apart orderd. wHNE IT CAME THE TECHICIAN THAT ORDERED THE PART SAID IT WAS THE WRONG PARTAND WOULDNOT SOLVE OUR ISSUE. hE REQUESTED A REFUNDTO BE SENT TO US FORTHE PARTS AMOUNTOF 554.49 aS OF TODAY, AND SEVERAL PHONES WE HAVE not RECEIVED OUR REFUND. eACH TIMEi CALL THEY TELL ME IT WAS ELEVATED TO PROIRTY AND i SHOULD GET IT. wELL, TODAY IS mAY 1, THAT IS ALMOST OVER 3 months waiting FOR MY REFUND.

WAITING FOR MY REFUND. REFERENCENUMBER [protected].

mARK AND mARY ANN rUNZO

167 n. nOLA lANE

pAYSON AZ 85541

[protected] OR [protected]

I purchased a Maytag dishwasher in 2011 and have had a protection plan ever since I bought the appliance. It has broken down and parts were ordered but cannot be replaced, I have been told that I would get a new dishwasher, but I cannot find out when. I have called over and over and get the same answer I will receive an email in two to three days but I have not gotten one yet. This has been going on since March 11 20204, I would like to have something done about my dishwasher. I was told at one time that they had to find a dishwasher which was close to the one I had. I think that it would not be that hard to find a dishwasher. It would be great to get some answers. Thank You Virginia Holland

My name is Cheryl Ann Strachan and my email address is cherylann.[protected]@gmail.com I lodged a query approximately 15 minutes ago whereby I chat with one of your Rep. I asked that Miami be replaced with Doral in my address. I placed 3 orders between yesterday and today.

The Rep requested I paid $1.00 for the change. To my surprise $55.26 was deducted from my credit card. I queried it and was told I have to pay an additional $5.00 to have it rectified. The error was not on my part - why must i be penalized to have it rectified. I am asking that you use your good office to remedy the problem and refund 54.26 to me without any additional charges.

Thank you

We had our 20 year old dishwasher serviced December 8th, 2023. In February, after 3 service calls, the technician deemed that the replacement parts were unavailable and requested a replacement dishwasher for us. We heard nothing back from Sears. By mid-March, I started placing calls to Sears to expedite the handling of our replacement. I have been calling every 3 to 5 business days as instructed and am repeatedly told that it has been expedited to the highest level and that the request would be approved. Same story, different agents. I have spent no less than 10 hours speaking to agents.

This has been unacceptable behavior from the company and I can’t think this is not intentional. I am concerned about the company’s viability.

Me and my family have been without a refrigerator for 32 days we have had 3 different technicians come out one which told us our refrigerator was done. But they keep sending more people out to give us mixed signals only to keep delaying the inevitable which is we need a new refrigerator. Don't ever buy from American Freight Company and don't ever waste money on the maintenance protection plan. They outsource their insurance department to another count which shouldn't be a problem but it has been an extreme issue when the insurance department never provides customer service and has an excuse every time you call you realize they are a scam and should be sued.

We are seeking a refund for labor and parts ($564.70) after a Sears technician mis diagnosed a problem with our washer machine.

DETAILS:

3/12/2024

The first appointment was made for a washing machine that vibrated and shook violently.

Order# [protected] or #[protected]

Ordered By Susan Webb / Peter Hnat @ 21242 Oakwood Lane, Foresthill CA 95631

The Technician diagnosed the problem related to shocks and springs - we agreed to have him fix and replace the parts and gave us a bid for $683.70 (this included the Diagnostic fee of $119)

We paid the invoice for $683.70

Receipt# 13059-[protected]-240312

Invoice # [protected]

Parts ere ordered and the repair was completed on 3/26/2024

The first load of laundry the problem persisted and now there was a major water leak as well.

I called for an appointment to have the technician come back.

3/29/2024

Order# [protected]

Service Order # [protected]

Service unit# 0008184

A different technician arrived to evaluate the problem he stated "First Tech misdiagnosed. Bad bearing found - customer declined repair at this time," - this statement is documented on the workorder he provided us.

At this point the repair would be too costly and not worth it based on the age of the machine.

We are requesting a refund of $564.70 This is the total cost minus the Diagnostic fee of $119

Please respond ASAP

Pete Hnat (pete.[protected]@gmail.com) [protected]) / Susan Webb ([protected]@gmail.com) [protected])

[protected](Home)

Thank you

Last phone call to Sears warranty home service Cince agreement Order number 000855541541475 for Samsung Dryer dated March 24, 2024. The sixth Technician that came out to our home after going on 2 months and did an analysis and put in for replacement. David is the supervisor who refuse to speak to me and told customer service to tell me that he was busy and after asking to speak to him several times still never recieved a call back. After the last technician Kourtney that put through his report for replacement this was the 2nd report for replacement and they still wanted to send another technician to my home after finding out that there was a fire in the dryer. After 4 years as a customer will probably discontinue the service due to very poor customer service and handling. Would like this to be investigated and followup report. I will continue to call and if I have to file a report with my attorney for damages.

The technician left my dryer in the middle of the floor, 2 claims were filed for replacement and no email or followup email. We have alll the documentation and having trouble uploading it and can send it through email. The technician took a video for us and sent it to sears. He also left us his card if we needed him for anything . Kourtney S. The technician before him put in for replacement as well and left us his card if we needed him as a witness. We can provide the video and the technicians report as support for our claim. Our dryer is sitting in the middle of the floor and still unrepaired. We will allow SEars to send another technician to tell them the exact same thing but please note it has been 2 months that we have not had a dryer. We will go to the internet with the name of the supervisor and his team at Cinch. Thanks

Major scam. I am 89 years old and wanted the ducts cleaned. They said it was full of mold and need chemicals also a UV light etc. Told me this will be a continued free service every year and only need the bulb changed also if I sell the place it will continue to the new buyers. I paid over $1900 for the service only to find out from Sears manager that's not true. I tried getting some of my money back, but they stopped answering my calls, the email given to me by the manager I sent was returned.

I read some awful responses about how other people were treated, but it was too late for me.

If you could tell me where else I can write to make other people aware of this scam, at least I would feel better becoming a victim.

Refrigerator is less than 5 years old and started to not get cold. Called out for a service technician to check out the refrigerator. Was told by Zip Appliance company that it was the compressor and to call the company (SEARS) since most compressors are covered under warrant if less than 10 years. We called SEARS and gave model and serial number. Multiple people indicated, yes, the compressor has a 10 year warrant, but they would need to send out their technician (SEARS technician) in order to make the same determination. We agreed, technician came out on 3/19/2024. SEARS technician indicated compressor only has 1 year warrant. We told him he is incorrect that SEARS warranty department told us it had 10 year warranty. Technician indicated not that model. We called SEARS warranty department again and they said yes it has a 10 year warrant but they cannot override technician and don't know why he is saying it has a 1 year warrant. So SEARS warranty says we have a 10 year compressor warranty, but technician says no. Nothing being fixed.

On December 5, 2023 a serviceman had been scheduled to address a complaint regarding a terrible noise our front load washer was making . It is under a protection agreement . He found nothing wrong but the problem persist . A tech came on Dec 8th and ordered 7 parts . I was told to stop using the washer because if I continued to use it, it could cause worse bearing problems. A technician was scheduled for December 14th but this appt was cancelled by Sears, On Dec 19th two techs came and tore down the washer completely . They found that it now needed a “spin basket” . The tech tried to ordered it but stated he doubted it would be available . If it was available he stated he would be back on January 19th. This was now a total of 8 parts that were ordered to fix our washer. I called numerous times to check on the part and was given different stories. Some told me the part was not available and I would be getting a new replacement but they needed documentation from the technician. Others told me the part was available and would be delivered soon . The appt on January 19th was cancelled by Sears. A new appt was scheduled for January 29th , however I had it moved earlier to January 26th for obvious reasons . On the morning of Jan 26th I received an e-mail that the appt had been moved to February 7th . On Feb 7th the tech came and immediately opened the box on the carport containing the “spin basket” and noted that it was a bad part , was corroded and he could not in good faith install the defective part . We were appreciative of his honesty . He then made some calls and said we would be getting a new replacement washer and that someone would be contacting us with an authorization code in 48- 72 hours . I never received any further notice so several days later on Feb12th I called Sears and they told me a replacement had been approved on February 8th. I ordered the machine they suggested online along with additional parts on Feb 12th. I was told the earliest delivery would be March 5th. Keep in mind we have now been without a washer since the middle of December . I received notice on February 24th that the machine would now be delivered on March 12th . Today, on March 1st , I received notice that the replacement machine could not be delivered until March 19th. Now, please be aware that we will have now been without a washer at a great inconvenience for over 3 months .

I cannot even count the times I have called to try and get the delivery sooner . Each time I am basically told it’s because of the delivery schedule and something to do with our zip code . I called again this morning March 1st , and was told the machine is at the warehouse but because of the delivery schedule and our zip code it would have to be March 19th . I explained repeatedly that this was not acceptable . We have been a loyal customer of Sears since the mid 80s and this is no way to be treated. I told them that they needed to make the delivery happen very soon( like March 5th ) because of all we have been through with Sears . We have even recently taken out a protection plan that covers all of our appliances . I’m really starting to doubt our decision .

I have explained above as best I can , according to my calendar notes. We now have 3 gigantic boxes of parts cluttering up our carport . Sears has yet after multiple phone calls from me been able to find a way for them to be picked back up . They were ordered by the technician and delivered by UPS , but now UPS has refused to pick them back up . After about 10 phone calls to Sears regarding this problem we have had no resolve . The boxes are heavy , my husband is disabled and like I told the reps at Sears , this is not our problem . Sears higher ups need to figure out a way to have these boxes picked up . We cannot even get our 3rd vehicle under our carport bc of these boxes taking up space .

As you can see this all seems a bit unbelievable however this is exactly what has taken place .

Please, please send this upstream to managers, supervisors or someone that can make this right .

I am asking nicely to please have our washer delivered by March 5th and the 3 gigantic boxes containing a total of 8 parts which belong to Sears to be picked up asap .

My phone number is [protected] and I would love to discuss how you can remedy this terrible situation we are in .

Sincerely ,

Sheri and Jerry Wilkie

185 Turkey Trot Lane

Hot Springs , AR 71913

My family has been without a working fridge since 1/15/24. I have the Sears Master Protection plan. The tech came out 1/17 ordered the part needed. We never heard back from anyone we would just received an automated email that said my part is on back order. Tech was sch to come out and when they never arrived we called back in on February 1st. The rep said that he would start a claim and that if they couldn’t get the part in 10 days they would start process to replace the fridge. He told me someone would contact me but if I didn’t hear back to call back on 2/11. I called and the office was closed so I called back last Monday. When I called the guy said next step is to put a replacement request in which would take another 10 days to review. Since then we have called every day and received different answers from everyone we speak to. The person we spoke to today actually laughed when we said we have been without a working fridge for a month. I find nothing funny about not have a fridge for my family. The part that always requested they said is discontinued and they can not get the part however one of the reps said they may decide to not replace the fridge? This is the 2nd time this same part went out in my fridge in less then 3 years. I have tried to speak to supervisor or managers and was told the sups don’t do anything but listen to calls. A few people said a sup would call back 24-72 hours and no one has reached back. The lady that I spoke today was rude wouldn’t let me speak and had the audacity to tell me it’s my fault this isn’t getting resolved because I keep prolonging the issue. I have speak a lot of money for the warranty and can’t seem to get anyone that actually cares enough to help. I can’t continue to go without a fridge. I have filed a complaint with BBB and have reached out to multiple people trying to get this resolved. Why is it that people say get a warranty so you will be protected I got the warranty and there is nothing I can do but wait. It would be one thing if I had been a week not 33 days. The lady that laughed at me and just put me on hold for 30 mins and wouldn’t let me talk is not a great representation of this company. Is there just 1 person I need just 1 person with in this company that will look at this and act on it. I would never wish anyone to go without a fridge for 2 days much less over 30 days

I purchased a 3 year service maintenance agreement when I purchased in February 2021. Yesterday I called for my last service and was told my phone number was not in the system and had no contract. This went on for over an hour. I asked for the complaint department number and got a woman asking if I could hear here and when I didn't answer a recording started so I hung up.

I received an email stating my contract was about to end on 0/27/24 so I called a different number and told my contract ended June 2023. I am proceeding with the next step.