Sears

I was enrolleto the cardd in sears protection plan In June my AC unit broke down Sears kept on making several repair appointments on which they kept on cancelling when they sent a repair man out June 2 2023 he stated the motor was gone on the unit so he had to order a new one sears continuely make several appoitment and which everytime they cancel without explanation I went through the whole summer without AC the unit was unoperable October 6 2023 they made another appointment the repair man showed up and repaired the unit around this time I had purchased a new unit from a different company , After all of this unacceptable service I called sears to cancell my contract for the protection agreement and which I was told I would receive a full refund from which I paid in full for the year I called the agreement office and was told it was put on my credit card which was not added

I have a Kenmore washer that I purchased new at Sears in Beavercreek, Ohio. I have keep up with the Protection Plan. It is broken and we have been told the part cannot be found to replace it. According to the agreement if they cannot fix it they will replace it. The only thing I have gotten is the run around, This has been going on for 2 months now. I need answers! Any assistance is greatly appreciated. The broken part is the wire harness

I ordered a refidgerator from Sears in August. The one that I ordered & received was too large to fit in the space in my kitchen. I ordered a replacement, just like the one I had ordered but smaller. They came to pick up the refidgerator & brought a replacement which turned out to be identical to the one that they were picking up. I waited 2 months for a replacement. The large refridgerator was in the way in my kitchen & caused us to have to eat out because there was not enough room to move around in the kitchen with the large refridgerator & the one that I had filled up my small kitchen. I bought the refridgerator with a credit card. I was made to pay for both refridgerators plus $86.00 because I was told the price had gone up. I have been very patient with this matter. However, I have been making payments on the $1,330.00 that I borrowed for the refrigerator & the $86.00. Sears is wrong for not repaying the money. I have other bills to pay. I need my money & Sears doesn, t. The order number is [protected]. Inez Schiele

My LG frontload washer (stackable) was making a banging sound, the technician (Joseph) came out on 10/30/2023, identified the problem, ordered parts, rescheduled me for 11/16/2023.

Hunter came out on 11/16/2023, replaced the parts, except the gasket. He failed to look through the parts packaging which he admitted to, so assumed that the gasket wasn't ordered. He assumed everything was fine by running a cycle, told me I was good to go.

I did a load of wash and had water all over my floor, leaking down into my crawl space, now concerned about mold.

Hunter came back on 11/18/2023 due to the water leaking, found the problem, admitted he hadn't looked through the packaging. I showed him the 4 parts I found after he left, one being the gasket he missed the first time but he didn't have any help to take down the dryer so had to rescheduled me for 11/29/2023, even though he knew I had a stackable and didn't bring anyone with him. He could have fixed it the same day.

There are also 3 other parts that were ordered but not needed and I need to be reimbursed for the cost of those parts. He also told me he needed to order another gasket in order to create an appointment for me, so the cost of that part will need to be removed from my account.

I want Sears Homes Services to have someone come look at my leakage in my crawlspace to determine the damage and repair or have a contractor

repair and pay for their charges as quickly as possible.

Complaint on delayed repair service I have a sears master protection plan on my refrigerator contract number [protected]. I am completely frustrated and upset with the service under this contract, I reported my refrigerator problems of causing circuit breakers to trip on 20 October 2023, The next day I reported the unit completely quit freezing and regular refridge, 21 Oct 2023, I was set up with a tech appointment on an emergency basis for 30 Oct2023, At that service call the tech determined the unit needed a compressor, the part was backordered on 21 Oct and stayed on backorder under service order [protected], The irony is that the identical part was at my residence delivered under my last years contract and not used, I requested the unit on hand be installed but the tech said even though I had sears paperwork with it, since it was not ion the computer he would not use At that point I was seven weeks without a refridge, The second compressor unit was delivered to Dallas Texas in error on 13 Nov and then delivered to my residence on 14 Nov. The service tech named John said he would be here 15 Nov to install, Later I got a text saying my repair was rescheduled to 20 Nov, That puts it at EIGHT WEEKS my family is without a refrigerator! Is that considered acceptable?

Complaint on food loss claim service Can someone please get my refrig fixed or condemned going on 8 weeks with no end in site

I was directed to the sears food loss web site, I carefully filled out all required information ON 22 Oct 342023 When I hit Submit I got a error stating I need to contact the System Administrator, The joke on me is that no where on the web site is any information on the system administrator so that was a dead END, I waited until a got a repair order on 30 Oct then went to the website and again entered all the data and service order number, again got an error directing me to contact the system Admin, Again that was a dead

My refrigerator stopped working late October 14/early October 15, 2023. Sears approved $500 for an Alternate Service Provider late October 15 as agent stated they had no repair person in our area. I had a local repair company come out Monday, October 16th. They charged $100 to inspect refrigerator and found compressor bad. They provided written estimate to repair for $2,118.00 plus tax. They stated it would take 1 to 2 weeks to get parts and repair. Meanwhile, we had lost a small fortune in food and meds as dry ice we purchased was not doing the job. I contacted Sears again after the local repair agent left and was told Sears could get someone out the following day (Tuesday, Oct 17). After many hurdles, "Eric" showed up at our door, red faced and panting with no tools. He was an overweight man and claimed he could not inspect the refrigerator without having a SECOND Sears technician come out and detach the water line. He claimed the unit was inaccessible despite the local repair man having no difficulty getting behind it the previous day WITHOUT detaching the water line (as well as being installed and serviced by Sears several times since we bought it!). When we said we would detach the water line for him, he began yelling at me and my partner, in front of two of our autistic children, that we were not allowed to detach the line ourselves! He was red faced again, panting, mumbling to himself and yelling at us, gesturing aggressively. I am obviously disabled and the children began crying. He refused to inspect the refrigerator we desperately needed repaired for our large family, and stormed out of our house after less than 10 minutes here. He refused to give us a business card or supervisor's name, and left in a van with an A & E Factory Service logo. When I called the company, they stated they did not have an appointment scheduled at my address that day nor did they have an employee named Eric. I was terribly frightened by this stranger with erratic behavior who came into our home under the guise of working for Sears. Imagine my shock when I received an email receipt from Sears for this tech who DID work for Sears, and the lies he stated that we had refused to detach the water line and unit was inaccessible. This effectively stopped my reimbursement and/or repairs in its tracks! I NEEDED that repair DESPERATELY. It belies logic we would refuse to assist in any way possible! The tech had ZERO difficulty accessing the back of the refrigerator the day before! This man's actions toward myself, a disabled woman, and special needs children is dangerous and outrageous. He should have been fired immediately! From October 15th through October 20th, I spent more than 22 hours on the phone with Sears, trying to get repair, food reimbursement of a mere $300 (denied because Eric did not look at unit and in spite of my detailed estimate from the alternate provider who DID find the compressor broken!), and finally, desperate for a refrigerator, reimbursement because Sears would not repair it and I found a similar refrigerator that could be delivered Friday, October 20th, 2023 at LESS THAN THE QUOTED REPAIR COST. Despite authorizing $500 for Alternate Repair Provider, the only reimbursement I have received is the $100 I paid for the inspection and estimate. Food claim was denied. Replacement claim was refused. Repair was denied. Please note we have used Sears for all our appliance and appliance service needs for over 30 years and NEVER experienced such a frightening and unprofessional lack of service.

I received service on 10/8/2023 for my GE Cafe series oven. The technician did not have the part (Igniter) available for repair. The part was ordered and received by me shortly thereafter. Technician returned to complete the repair and upon opening the parts package found the igniter broken. Technician reordered 2 igniters. Both received in a timely manner, both broken. An appointment was scheduled for 11/11/ 2023 to complete the repair so I ordered the OEM part from Amazon and received it on 11/10/2023. I received an email indicating my tech would text me when they were on the way. We waited all day yesterday (11/11) and received ZERO communication. In my attempt to find out what happened to the appointment I got nowhere. I paid $2000.00 plus for a 3 year extended warranty. I am fully covered for service calls and parts. There is not a way I have found to speak with anyone other than the first line customer service agents. Requests to speak to management are met with "they are not available".

DO NOT BUY the Sears Master protection Agreement it is NOT worth the paper it is written on!

Our Freezer broke down so we called Sears (actually a company answering for them in INDIA) to report the issue. a week later a technician showed up to verify the freezer was broken so he ordered parts. a few weeks later the parts arrived so the technician installed all of the parts which do not resolve the is so he ordered more parts. The part arrived and as instructed by sears we called them requesting they send out a technician to install it. Upon call calling the company was completely confused saying they were waiting for 4 parts to arrive (which were installed on the previous call), then they changed their story saying that they were waiting for three parts to arrive. It seems that their system confuses everyone at the call in center. We requested to speak to a supervisor and were put on hold for almost an hour SO FAR! We asked to speak to a manager and were informed that they could not do that as it is against SEARS policy and we need to wait for a supervisor. In the interim we requested an early service date but were told he could put in for a sooner service date but we would need to wait for 24 hours for that department to back to us. SO, clearly the objective here is to get the customer OFF the telephone and go away as they can't be bothered. I don't know if a supervisor will get on the phone but are doubtful. If your objective is to get anything repaired through this contract or Protection Agreement, forget it! Our freezer has been down for a month, all the food had to be thrown out obviously and the soonest they say they can get here is on another two weeks so whatever you are thinking of insuring by purchasing this agreement assume you will be without that specific appliance for at least a month(best case).

My Kenmore Elite frig stopped working. Called Sears they told me ONLY the compressor was still on warranty and they had to send their own tech out to verify. And if it was the compressor, it would be mailed within 3-5 business days. That was the first lie. The tech that came did an invoice for $1,379.40 which included the cost for the compressor and he called his supervisor and after, I was asked for payment. I told him I was only paying him for the service call because he did not have the parts with him to fix the frig. Why the heck I'm paying you for a service upfront and you have not -did the work so his supervisor told him to decline the invoice. SICK OF GIVEN THE RUN AROUND

Recently we scheduled a service call for a 12-year-old Kenmore Elite microwave. The service tech said he could order parts but it probably wouldn't fix the issue and we should just buy a new one. Then, he noted we "declined service" so we'd have to pay the $250 service fee for him to walk through the door. We didn't decline service...he said it probably couldn't be fixed even with the parts we would pay for to the tune of $400+. Why on earth would we agree to purchase parts and labor if it could not be fixed? Why should we pay for a "service call" when no service was performed? There is no option with Chat on the website and no phone number that connects to an actual person. Very poor customer service and we'll never call them again. This may be one of the worst examples of customer service we've ever experienced. We believe we should be refunded the service fee since the tech said what he might be able to do probably would not solve the problem.

Refrigerator stopped working 9/7/23

1st appt by Sears Service 9/20/23 from 8A—5P

Technician showed up at 4:15PM to say, “I know what it is, it is the compressor for this particular model. I’ve had to replace 200 of these compressors in this refrigerator. I’ll order the part and first appt back is 9/29/23”

Compressor arrived at my home 9/22/2023.

9/29/23 8A—5P waited at home, NOBODY SHOWED UP, no messages about why, no emails about why.

Next appt 10/11/23 8A—5P. Technician showed up around 1030 and replaced the compressor. Said wait 24 hrs to put anything in it.

Refrigerator/freezer never got cold. Next appt 10/25/23 8A—5P.

10/25/23 received a text message at 0729AM that service was on the way. I was asleep. It wasn’t 0800. Next message at 0802 with a picture of my front door and a text that said, “Sorry we missed you”. I was in the room right next to the front door. Nobody knocked or rang the doorbell.

Next appt 11/8/23 8A—5P. I was working from home and on my phone when a 800 call came in that read out SPAM. I didn’t answer and immediately received a text that my appt has been rescheduled to 11/20/23. Then a voice message that said, “the technician is no longer enroute, we’ve rescheduled your appt”

My family have been loyal SEARS customers for generations. I spent summers in a SEARS catalog family home in the Catskill mountains, SEARS did my auto repairs and maintenance and so on until they shuttered a few years back. My dad still has a workshop full of Craftsman tools. Need I go on? Mostly smooth transactions for decades on end, I had no reason to believe the quality I came to know and trust would be any different in 2023.

Boy I was wrong. For comparison, we bought a small apartment stacker in 2014 from the SEARS in Hackensack, NJ. In 2018 the washer began leaking and running off-balance. We had a SEARS tech come out and fix it within a week of my call. Running good as new!

In 2019, we bought our new home. Complete with an ancient, broken washer. So on Black Friday, I took myself and a pickup truck down to Hackensack, NJ to meet with my trusted sales rep and select a top-notch GE machine at Black Friday pricing. It ran as expected until mid-2023. Then, without warning began bouncing around violently during a spin cycle. Denting itself, moving several inches. It sounded and felt like a car drove into my house.

I called SEARS warranty replacement services and was met with nothing but aggravation from the start. Sales pitches for overpriced home warranties, no appointments available for weeks forward. They scheduled me for a week later at an inconvenient time, and never showed up. No call, no show. I had to track them down. Terrible communication.

When the “tech” finally showed, days later, he said he was ordering parts. They would be here in 3-5 business days and he would be back then.

A week and a half went by before I called. Machine is irreparable, I will be getting a replacement. The only “comparable” machine was a tremendous downgrade from my original machine. Half the features were missing on the proposed replacement. I was forced to pay an “upgrade fee” and still the replacement machine that took months to arrive with more no-call-no-show delivery dates, hours on the phone and rude customer service representatives. It was barely worth the extra money and some of the features from the original machine were not available.

As far as money goes, the washer being out of service for months created a tremendous hardship for our family. Hundreds of dollars spend at laundromats and time that could have been better used at home doing my laundry there. SEARS denied my claim for a measly $50 for for the weeks of laundromat reimbursement, citing some ridiculous loophole. In reality, I spent upwards of $65-90/week doing our family’s laundry outside the home.

Never again. What a sad state Transformco has dragged SEARS into. Generations of long-time trusting customers, marching into a doomed carnival of greed and deception. Don’t waste your money. Buy local. SEARS used to be those local folks. Not anymore.

The Customer Service department is basically inaccessible. Every number I am given results in the same automated maze. Any email sent is returned with

a message that it is unmonitored.

I need to talk to someone who can help me fix my voided rental approval and begin a new one. I have been renting since Mid-August and my part is still on back order.

Online chat connects you to people who are unable to help...but it's the only way to interact with a human.

I need an email that I can send attachments to. Error messages.

Master Protection Agreement Rental Reimbursement claim #797620 - review history...this is the latest one that won't allow me to upload a receipt.

I have a Master protection agreement on my Kenmore appliances. My washer needs repaired. I had an appt scheduled for 10/21/23 -2 weeks from call then rescheduled 11/2 then reschedule now to 11/14. I am very upset at these delays. I need my washer repaired. No one in the repair section will do anything for me. This is not acceptable. Ursula Morgan 5225 Royal Drive Mechanicsburg PA 17055 [protected]

I have a combination microwave oven appliance from Kenmore. I called Sears Home Services, who sent a technician out to diagnose the problem, he ordered a part, weeks later returned to install it, didn’t fix it, ordered a second part, weeks later installed it, didn’t work, ordered a third part, same result. His final analysis was they no longer make the part needed, so he initiated a 100% refund (less the $99.00 diagnostic fee. ) We paid $716.18, and are due a refund of $617.18. The service rep took each part and returned them each of the 3 times. He initiated the refund on 9/29/23. I have followed up numerous times, each time assured it was escalated and would be refunded to my credit card, but it has not! Please help me get my refund!

Representative assesed problem with refrigerator, suggested repair and ordered parts.

Parts received and repair scheduled, waited all day and no one showed up, no call, no communication at all. Tried to contact Sears, only got phone tree stating my appointment was in the past. Rescheduled. Again, no one showed up, received a text saying repair would show up at twenty to one AM the next morning. This was not only unacceptable but rediculas. Another text the next day setting an appointment a month in the future. Still Unacceptable. I tried three differen phone numbers and got the same phone tree with no one to talk to, couldn't leave a message and feel totally disrespected. You waisted my time for two full days and now will not talk to me after I gave you full payment. When I try to cancel you insinuate that the contract has been fulfilled. Also not acceptable. Contact me.

Was told tech will call before coming since window is 8am - 5pm. This allows for me to call a neighbor to let tech in if I have Dr. appt or have to work.

Sept. 4 23 set up appt for Sept 6th. Had Dr. appt. tech did not call before coming so neighbor was not there to let him in. Got home at 10:30 requested a go back. Advised tech WILL come back. never showed.

Set up another appt for Sept 9 or 10, tech did not call. Received a text message he was on way. As doorbell doesn't work, sat outside to wait - he came an hour LATER. Said I needed to have my service dog WEAR HIS VEST in my own house. Said I needed a part, but did not have part on truck.

Set up appt. for Sept 13, again I had an appt so was relying on neighbor to walk over when I called her. tech did not TEXT OR CALL. When I got home did another go back request. Never showed. RS for 9/14. No show - that one was cancelled at their end. Reset 16th. Tech again didn't call, insisted Dog have vest, installed part, but fridge was getting warmer and freezer still nothing. He said it will be ok by morning. Woke up to ruined food in fridge & freezer still broke. R/S appt for tech, another missed appt cause no call before (I was downstairs), r/s 22nd two new techs come,They called before, say I need compressor. Part ordered - came on Oct 3. Another tech no call on Oct 4th, Oct 7th, Oct 10, 12 and finally I stood in door way and he came on 17th. Was here 3 hours and left cause part they sent was bad. Insisted they overnight part. Said they will do so. Part not scheduled per UPS to get here until the 24th of Oct. OVER 7 WEEKS AFTER PROBLEM STARTED! ALL NO show/no call appts were with tech named Aaron J. - who doesn't even wear an ID Badge.