Sears

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

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".

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.

Contract # [protected]

Service #SCCR8385FC8B

I had a tech from HH appliance on Monday September 11, 2023 visit to check our washer that was leaking & ruining my celling. After checking my washer he told us it was a plumbing issue. I called a plumber & he checked the plumbing and said it was not a plumbing issue. $150.00 for the visit and a hole in our ceiling & no results on our problem. My son in law came to visit and checked it out and it turned out to be the seal on the washing machine was torn. The tech came back only because I called to complain took pictures & never got back to us with an answer. I just called back today October 18, 2023 over a month later and left a message wondering about the status of the service & finally got a call back. from the HH appliance company to tell me the part is not covered. Terrible service and would like to know why it took so long to get results. My washing machine still needs to be fixed.

I ordered a refrigerator 9/3/23 #[protected], About Oct 1 I cancelled the order because Sears had delayed the delivery date on me 4 times. I asked that my credit card be credited with the $2721 that was charged to my card on September 6. I was told that the credit would appear by Oct 16. To date that has NOT been refunded. I just tried trying to resolve the problem online and was told thru Just Answer that they needed to charge by card $5.00 to get the problem resolved, but my credit card sent me a notification that Just Answer had tried to charge my card $55, so I logged off.

Betty Prentice

On May 10, 2023, I contracted with Sears Repair fix my Bosch Dishwasher. Service Date was 5/10/23, Service Order Number [protected], Service Unit Number 0007323. The Total Cost was $168.99. Service repair did solve the problem.
June 5, 2023, Service was done on Bosch Dishwasher, order number [protected]. The dishwasher still didn't clean the dishes.
July 25, 2023, Service was done again to Repair Bosch Dishwasher. The following items were ordered:
Dishwasher Spray Arm, Upper (replaces 668385)
Dishwasher Water Feed Tube (replaces 668347)
Part Number
#[protected]
#[protected]
Status
(Last updated: 10/16/2023, 12:38 PM)
BACKORDERED
Track shipment: 1Z253RY30301523989
August the 5, 2023, Sears rescheduled on this date waiting on the arrival of parts.
Received an email stating: Your appointment has been scheduled for Aug 11
Your technician has ordered the following parts to be delivered to your service address.
Dishwasher Circulation Pump with Heater (replaces [protected])
We will send shipping and tracking details when available.
Service order number: [protected]
Service Address and contact information:
WYVONE HAYMON
1136 BLUEGRASS DR
SAINT LOUIS , MO 63137
[protected]
Appointment Scheduled For August 22, but still waiting on Parts:
Part Name
Dishwasher Spray Arm, Upper (replaces 668385)
Dishwasher Water Feed Tube (replaces 668347)
Part Number
#[protected]
#[protected]
Status
(Last updated: 10/16/2023, 12:48 PM)
BACKORDERED
Track shipment: 1Z253RY30301523989
YOUR DETAILS
Your Order Number
[protected]
Your Service Address
1136 Bluegrass Dr
Saint Louis, MO, 63137
If the service address listed is incorrect, please chat with us to update the appointment.
I have Some service parts here that have not been installed to complete the dishwasher repair. It's been over 5 months that I have been waiting on you to either installed the parts that you sent to my house.

When I called and complained within the first three (3) days I told them to cancel my order completely since I didn't request the Plan for my own personal house. They said they would honor my request and then they sent me the contract which said it would expire in 2024 not 2023. So again Sears Plays its games of BAIT N SWITCH when my property was not a requested address. When I called they said they didn't have the recording where I requested a total refund of my money $766.67. I do have the proof of the conversation and will seek to hire a lawyer if I do not get my entire payment back. I have written to the BBB and am waiting for a response. Time is of the Essence and since I didn't request the Plan for my one property Why does Sears lie and changed the entire request I paid for. It is disheartening when all my appliances are from Sears and I use to love to purchase items from them. Now I do not ever intend to buy anything from Sears because of the thievery that is going on. The young man just wanted to make the sale and then forwarded the wrong address on the contract. Now they want to only refund me a portion of what I paid because they made the mistake. I want full reimbursement of $766.67.

Service tech arrived for original first repair/assessment of repair. Tech determined that three parts needed to be replaced. Technician ordered parts during that first visit and scheduled my follow-up repair once parts were delivered to my home. Parts arrived well in advance as ordered. Date for scheduled repair and I received a call from a different technician that they were on the way to my house for the scheduled repair. I told the technician in the phone tgat I had requested that he not be scheduled for repairs for my appliances/didn't like his work. He said he could reschedule my appointment and I said that I did NOT want to reschedule. He rescheduled me any way and I continue to have problems getting accurate responses from customer svc when I call for answers. Keep getting rescheduled four consecutive days and I have not received a definite answer if tech is coming out today or not.

Wyvone & Glenn Haymon

Service Order Number: [protected]

Service Unit Number: 0007323

May 10, 2023

!. Sears Came out and Clean and Maintain Service because the dishwasher had stopped cleaning the dishes for $168.99. Disher still wasn't working properly!

June 1, 2023

2. Bought into the Sears Home Warranty Program.

August 5, 2023

3. The repair appointment for the Bosch Dishwasher was rescheduled by Sears. Parts were ordered Heat Pump. Technician ID 9056252).

August 11, 2923

4. Sears rescheduled appointment Date. Ordered Dishwasher Spray arm, upper arm (668385), Dishwasher Water Feed Tube (668347), abd Dishwasher Circulation Pump with Heater ([protected].

August 22, 2023

5. Sears rescheduled repair appointments again

August 28, 2023

Sears rescheduled repaint appointment again because the Dishwasher Spray upper are wasn't available.

Phone Calls after calls trying to get a completion of repairs on my Bosch Dishwasher. Numbers called [protected], [protected], [protected], [protected], [protected]. Each Branch kept telling me basically this wasn't their responsibility. Now they are telling to pay another deductable in order for you to complete the repair on my Bosch Dishwasher. Should I contact the better business Bureau or Channel 5 news or can I get someone to call at [protected].