Sears
Reviews and Complaints

My Dishwasher is on my Master Protection Agreement. I paid $1,066.29 for the protection agreement. My dishwasher stopped working for a second time this year in July 2023. It cannot be fixed. I was told that I have been approved for replacement - LG Model #LDTS5552D on 9/20/23 via email and that I would be notified within 3 days on how to proceed with replacement. Nothing! I keep calling. No response. I have been without my dishwasher now since July. Every time I call I get the same response that someone will get back to me...NO ONE HAS! PLEASE, PLEASE, PLEASE take care of this replacement.

had a apointment for early september the first tec came out and said he did not have a work order for the diswasher told me I had to set up another date so I did few days later tec comes by the name of vincent. He started by telling me his shop vac was burned up and could not remove the water fro dishwasher so I got some towels to remove the water. Then told me he could not remove tha dishwasher from under my counter 'Told me I needed a profesinal to remove it so went and got two screw driver and lifted the dishwaser and got it out from the counter while vincent stood ther sucking on his E cigeret in my home. once out of cabnet area I told him he could start know. he started taking the machine apart then did not have right tool. then he looked under the machine where ipulled it out on two the kicthen floor HE SAID I CAN NOT FIX THIS TILL YOU GET A EXTERMONATOR THERE IS COBB WEB THAT NEED TO BE REMOVED FIRST BEFORE HE COULD WORK ON IT ANYMORE. at that point VINCENT picked up his bag and left took the screws with him and left the dishwasher in the middle of the floor' I called the protection plan said would send new tech towmorow between 8 to 5 waited all day at 4.45 the would have to rescecal to next saturday the the tec shows up and said he dosent work on dish washers he came in and looked at what vincent left me he took pic and sent a email to the superfisor and said he will be getting in touch whit me JUST SAME AS ALWAYS NO CALL. so I was reseculed for to day oct 2 2023 JUST AS ALWAYS WAIT 8 to 5 at 1200 OCLOCK GET THE CALL DEAD BEAT TECS WONT BE THERE TODAY sorry will have to rescecal TILL OCT 10 told the woman on the phone than I should not Have to oct 10 I should be first thing tomarow SORRY SE SAID DONOT WORK that way So I HAVE LOST 5 of WORK AND STILL HAVE A DISHWASHER IN THE MIDDLE OF MY FLOOR TAKEN APART AND DONT HAVE THE SCREW TO PUT IT BACK TOGETHER AND NO ONE AT SEARS CARES THANKS VINCET HOPE SOMEONE SCREWS YOU OVER SOME DAY C. vanac

A refund is due to me and has been requested due to an error on the part of your technician. He was scheduled to fix my Kenmore Refrigerator on 8/28/23 after ordering the parts he said were needed in order to fix my freezer, and also after paying $939.65 on my credit card. When he came for the repair he started the work and then realized parts could not work without a motherboard which was now another $400.00 and this was after he took my working fridge apart and was not able to get it to work again since he already took off the original parts. I am now left with no fridge, lost food. I declined any further assistance from him since he was not only rude, unapologetic, but also broke my working fridge. He said even if i ordered the new part it would be another week for it to come in... I went ahead and now had to purchase a new refrigerator from another company since again he offered no help. He requested the refund on the attached document and said I would get my money back and I also spoke with Rick ( who was very helpful) in you customer service center to put in a complaint and further escalate the refund and was advised to email this in order to escalate this more and make sure the refund is completed.

Attached is the form with the notes on the bottom regarding the refund from Chad the technician that was emailed to me yesterday after he left. Below is my information associated with my order and account. Please advise that I will be refunded the full amount on my credit card.

I purchased a major appliance from Sears assuming I would receive continuing customer service and support as needed. This proved to be a huge mistake - Sears provided absolutely no assistance when I encountered issues getting a defective product repaired under warranty. When the manufacturer refused to fully cover warranty repairs as required by law, Sears completely abandoned me as a customer. They claimed no responsibility whatsoever, stating the manufacturer was solely accountable for the warranty coverage on an item THEY sold me. However, under consumer protection laws, Sears has a clear duty to ensure their customers receive the expected warranty coverage on products purchased at their stores. Sears could not care less about standing behind their products or advocating for customers once they already have your money. The utter lack of customer service and refusal to assist with mediating valid warranty claims is absolutely unacceptable for a company that portrays itself as an esteemed retail brand. Do not trust Sears to have your back post-purchase. You'll be left high and dry with nowhere to turn. I learned firsthand that Sears feels zero obligation to provide ongoing support after making a sale. Unethical conduct and disregard for customer satisfaction needs to be exposed. I urge others to avoid relying on Sears as a retailer if you ever expect to need assistance down the road.

We had sears home services repair our dish washer 0n 6/27/23. Service order [protected], service number [protected] in the amount of $108.99 We received the bill shortly after with a 7/14/23 billing date and payment options of on line or phone. [protected]) I selected the phone and used my bank card. That was on 7/15/23 and I was given a confirmation number of [protected]. On 7/18/23 Repair Services Plano Tx 2301 Plano Pkwy, whom I assume is contracted by you, extracted the $108.99 from my checking account. I received two more billing for the service and assumed the first, which was dated 718/23 was just computer generated, and the second billing (actual third) was dated 8/01/23. Concerned I spent days trying to contact someone with your company to fix the problem. Finally on 8/10/23 I talked to a woman named Janet. I explained everything to her and she put me on hold for about ten minutes and told me it was taken care of. Now I have received letters from a collection agency (Receivable Management Services LLC) and I even sent them a coy of the bank statement, but the account still shows I owe the money I already paid

I have been on the phone to every number I can find with Sears Home Services or Billings and believe me I've chatted way to many computers.

Could you please check into this matter and rely to me what the out come is?

Thank you,

Mr Edward Calkins

[protected]@gmail.com

[protected]

I have renewed my PA Agreement and in the last two years haven't been able to get maintance. Appts are scheduled and no one shows up or call or email or text Sears just does not provide the service promised. I call and just talk to a bot that does not provide a solution. I call and speak to a person and can't help me and just transfers me to the bot. I don't know what else to do?

We reside at 4054 Rexford C, Boca Raton, Fla. 3343. In April, 2023 the ice making component of our fridge stopped working. A tech guy from Sears came to fix it and charged us $532. He said it would work in 24 hours. It did not work. We called Sears and told the customer service rep that we had to leave Florida but we were assured that upon our return, in July, the issue would be fixed. In July, the same tech guy came and again charged us $562 to repair what was never repaired. We should NOT have been charged a 2nd time! After 24 hours the ice-making compenent did NOT begin to work. We've been charged, by Sears, about $1100 and our issue has not been fixed. We want full reimbursement.

Please advise to whom we may speak.

Mrs S. Forer

current phone [protected]

current email : [protected]@rogers.com

When it was determined that our dishwasher was not repairable, I called customer service and was told my options on the replacement. The dishwasher (550) offered was not of the same quality (features) as what I have now (650). I spoke to a supervisor about my concerns. I was told that the 650 dishwasher was not available and I responded that it was on the ge web site. She then proceeded to tell me (paraphrased) "how old is your dishwasher - what do t you expect to get out of an old dishwasher". I told her I expected sears to do what it says on page 3 of the contract agreement. Her response was - "it will wash your dishes." this call was made on september 26, 2023. It was recorded by you. Because I had no other options (other than to except the extremely low cash offer) I agreed to accept the 550 dishwasher with objections.

I just renewed my agreement 2 months ago. The Icemaker in my Kenmore Elite is not working so I called in for service. I got confirmation for service on order Number [protected] on 9/14/2023. The service was scheduled for 9/21/2023, but no one has showed up. I've called the service company several times and left messages, but I don't get a call back. Calling the 800 number at the bottom of the agreement is a joke. I can't get to talk to a real person.

If this is what is going to happen with repairs on the refrigerator and washer that are on the agreement in the future, we have a problem.

Initial service visit on 7/29 erroneously diagnosed faulty ice maker in my Kenmore Service Tech (Matthew) ordered new ice maker & $525.06 charged to my MC. 8-7 visit by tech but parts not arrived, 8/9 tech installed new ice maker, 8/12 as ice still not made ice Matthew confirmed his diagnosis was in error, there was nothing wrong with the original ice maker. Matthew now diagnosed that an additional $1,200 to make the ice maker work, even though all other compartments of the Kenmore worked fine. He said I would receive full credit for $525.06. After many hours calling several #'s on 8/14 I was told my claim was being processed. On 9/8/23 I received an e-mail from Sears Home Service Email Team stating that the PARTS WERE INSTALLED & CHECK OPS OK. As Ice maker still did not make ice, I got rid of the Kenmore and purchased a new refrigerator. I have called more than a dozen SEARS #'s and can't reach a person. Please contact me at [protected]@Gmail.com or [protected] or route me to your legal department. Frustrated, Chuck Novak

We purchased a washing machine and have had a service contract for several years. The washing machine developed a problem, so we requested service on July 31st. The repair technician showed up August 2nd and looked at the machine, he advised he could not find parts but would get back to us. The part still had not arrived by August 17th and we were notified at time the part was no longer available, and that Sears would be opening a case to replace our old washer. After eight weeks we were notified, Sears would be contacting us to provide us with a means to replace the washing machine. We were then given a case number 7701688 and told someone would be contacting us to follow up. It has now been over two months and we have not been contacted. No matter what approach I take signing into my account I am not able to get any assistance. The online approach just sends you through any number of preselected trees of choice, none of which have anything to do with our issues. It's a joke and no means to speak with anyone. We have been without a washer for over two months and have needed to utilize a laundromat.

It is September 2023, our family has had a Sears protection contract in place for years. For years we have paid for protection for the appliances we purchased from Sears. This year, in September when we called to renew, we have been told that the agreement is no longer available. We can replace it with lessor coverage for the same price and that there will be a 30 day wait for coverage. We have used our service agreement maybe 3 times in 20 years. They should not be allowed to remove our contract when we have been faithfully paying every year. To be told, oh we are just not offering that coverage anymore, you can pay the same for less coverage with is a kick in the face to a loyal customer.

I recently filed a warranty return on a craftsman tool which Sears accepted - they gave me “points” to use on their online store to replace the tool. That was a couple of weeks ago when I login I see the points posted to my account but none are available to use and they have no way to contact a person to resolve the issue. I have tried everything I can find on their website but none of it works -

Sears Corporate Complaint Desk

[protected] )

We purchased the warranty for our washer & dryer. Our washer broke down and we contacted Sears Home Services and subsequently our scheduled appointment has been cancelled and re-scheduled 3 times by Sears. The first appointment the techniciacn could not complete all of his scheduled repairs so he could not get to us. Sears policy is to re-schedule our appointment, NOT move us to the next day, or when technicians are available.

Next our 2nd appointment cancelled by Sears and re-scheduled again with no input from us.

Our third scheduled appointment on 9/18 was again cancelled and re-scheduled to 10/6 because Sears did not have technicians available to provide service.

This is basic breach of contract and fraud.

We have emails and texts showing the cancellations and no shows

I have been trying to get my lawn tractor fixed since Aug 25th. I have had two service calls cancelled on the day service was supposed to occur. Today, Sept 18 I was supposed to have a technician come between 8 - 5. at Noon I received a text message saying my appointment was cancelled and I needed to reschedule. At 12:15 I called in and they said they could schedule me for today - the 18th before 5 PM. At 3 PM my appointment was again cancelled.

I have been on the phone since then trying to find out why it was cancelled twice in one day and when I could expect to have a technician come out.

I have asked to talk to supervisors (I've been bounced between departments) and have been told they are too busy - high call volume.

As of now the best the call center can do is Oct 9th.

What do I need to do to get a technician out to fix my broken belt on the tractor?

I recently filed a warranty return on a craftsman tool which Sears accepted - they gave me “points” to use on their online store to replace the tool. That was a couple of weeks ago when I login I see the points posted to my account but none are available to use and they have no way to contact a person to resolve the issue. I have tried everything I can find on their website but none of it works - it keeps throwing. Me out or hanging up. This company should get negative star reviews. I would like for them to resolve this

The refrigertor has not worked and has had 4 service calls. Sears refuses to honor the NO Lemon guarrantee. I have spent countless hours on the phone and waiting for service technicians to arrive and then waiting weeks for parts to arrive with a nonfuncional refrigerator. Still they refuse to honor the replacement

First repair appointment 10/13/22, second is 4/20/23. then 6/16/23 and 9/13/23

That is 4 appointments and Jonathan employee number 719693 is refusing to start the order for replacement. This is dishonest practice. My elderly parents bought that protection plan and they are being taken advantage of.

Plan is for Samir Tadros

[protected]

We have been long time customers of Sears with the Master Protection Plan on the appliances within our home located at 3745 Collier Drive, NW 30331.

We have been dealing with service problems for repair since 2022 and 2023. We have loss food numerous time, with much frustration. Loss food on the freezer twice, completed forms for replacement. Representative said it was declined and I had a confirmation number. The freezer was finally repaired after four service calls.

The side by side refrigerator did not keep the food cold. Four visits and finally realized temperature board was not working. We waited almost a month before a part was located. Ben came replaced the board however before he got down the driveway, the ice maker did not work. Now today I was told Tech will not come with Part Order outstanding. I did not know a part was needed.

We have been very patience through this ordeal. During the situation, I found out that two checks $250.00/$150.00 said to have been mailed to 3745 Collier Drive NW. I asked the representative to check to see if they had been cleared because we had not received them. We never received them, I checked with the Post Office, nothing. I called again, checks were in the mail should arrive within two weeks. No checks, went to the USPO once again. Changed the address to our PO Box 310331 Atlanta, Georgia 31131. Had all mail for home address transferred to POBox. Please check for these checks or give us some explanation for the delay of checks and service. Why was the side by side not replaced under the Master Protection, it was over 4 or more visits for the service.

I contacted Sears at 9:30 this morning (Sept. 11, 2023) to make an appointment for a technician to come to my residence to service my HVAC unit, which is leaking water. To my surprise and delight, I was told that a technician could come that same day between 10am and 2pm. I immediately made the appointment and eagerly awaited the technician's arrival. Lo and behold, it's now 7:22pm and I have yet to receive a phone call, an email, or a text message from Sears. Given that I have to give them a credit card number, I can only surmise that this is a common practice of Sears in an effort to lock customers in to doing business with them. I'll give them a couple of days before contacting another contractor.

After hearing from them they were replacing my refrigerator, I have been strung out an additional month by saying I should have never been told that they would pay men $3,199 and that it is management review. Call back 3 business days or 5 to 7 business days. Last week was told it was approved again for $3,199 just not the model but this week was told its in a new management review again. How can that be. This is fraud and bogus. BBB has been notified. I will go to small claims court too.