Sears

Refrigerator quit working on 7/8/2023. Called the number for our sears home warranty plan on 7/10/2023. Technician from A+ Appl (contracted thru Sears) came out 7/15 and ordered new compressor and dryer (3rd time this has gone out on this LG fridge we purchased in 2015. Part was delivered to our house after which we had to contact A+ to let them know it arrived. Tech installed parts on 7/25 - still didn't work so he ordered a relay control board thru Sears the same day and said to call them when we get the part. As of today 8/29, more than a month later we still have no part, no update on any part order, no answers. To back track... after Relay control board was ordered

I made numerous calls to find out the status of parts order.

-Called Customer Service [protected] on 8/10/2023 and was transferred to Member Services. Was told to call Parts Recovery at [protected] and select option 3 and rcvd messg stating "temp closed". Also, was sent link to get update on service req., does not show relay control board even ordered.

-Called Sears Home Services at [protected] on 8/14/2023, call was disconnected. Called back, was told that compressor and dryer was already ordered and delivered. I explained that those parts did not work and there was a new part ordered. He checked further and said control board was ordered and said I will rcv email with status in 12-24 hours. I never rcvd update.

-Called A+ Appliance on 8/17/2023, they said relay board was ordered thr Sears on 7/25/2023. They emailed them again for an update, no response.

-Called Sears Customer Service at [protected] on 8/17/2023 and was told the same thing about already rcvg the compressor and dryer. Extremely frustrated at this point and just wanted to make sure part was ordered and to know what going on with it, I was now told I will rcv email update in the next 5 bus. days, and then he said by 8/21.

-Called Customer Service on 8/23/2023 - went through the same rundown about compressor/dryer...now they say new part (relay/control board) was never ordered and that they will call me next day, 8/24, at noon with status after placing order. Never rcvd callback.

-Called 8/24 - again, same issue about compressor - (not one representative seemed to know anything about the newer part that should have been ordered). She stated after further review part order was expedited. Then said email was sent to Sears parts to escalate part order and should rcv response within 48 hours. Never received response.

-Called Customer service - beyond upset at this point. She said I need to be talking to Sears Home Services at [protected]. Said they have been sending emails to A+ Appliance for update on new part and not rcvd response. She contacted A+ while I was on hold - they said they had to resubmit order for part and I would rcv update in 3-5 business days

This would be their 3rd time of A+ sending email to Sears, that I know of. She forwarded me to Escalations, I was on hold 47 minutes and disconnected.

We have been out a refrigerator for a month and a half since the technician was first out to our house. We can't even find out if the part was ordered. I don't even know who to go to for help. None of the associates I talked to seem to have managers.

The communication, and lack of knowledge is baffling. A month and a half without a fridge and without even knowing if it will be fixed is unacceptable. Also, we have already paid our deductible and continue to pay the monthly fee for warranty.

I purchased a Kenmore Elite model in 2018. After 4.5 years of service, the compressor needed to be replaced. I came to find out that the compressor is an LG part, which is notoriously unreliable. After reviewing my warranty, which states "Sears will replace, free of charge, within 5 years of purchase", I scheduled an appointment with Service Home..

Order #[protected] - The part was dirty, Used and damaged. (Ice Maker) The technician that came out on 8/3/2023 (Jorge P) said that I should not been charged for labor that was not performed and the damaged part that was sent back on 8/7/2023. I spoke with Fan on 8/3/3023 and she informed me that she requested the full refund of $359.92 of which I have still not received. It has been over 14 Days.

I am very disappointed that Sears has not responded back to me in reference to this matter. I look forward to hearing back from you and receiving my full refund.

Sherry Duhon

[protected]

My washing machine is less than three years old. It has been serviced at least two times, and the technician could not fix the problem. The washing machine displays two codes randomly and does not complete a wash cycle. It is a modern washing machine with a full extended warranty. I thought Sears would have offered to replace it by now, but they keep giving me the runaround. I am very disappointed in the lack of professionalism from a company I trusted to be reliable.

On July 6, 2023 we contacted Sears about our washing machine not working. We have had their appliance warranty on all of our appliances for several years.

A technician came out, said he had to order a part and would contact us when it came in. After hearing from no one for a month, we called the warranty department and were told that our appointment had been cancelled because the part was no longer available. We already paid the $100 service fee. We asked to get it scheduled again. We were give a phone number to call. We called and got an automated system that would not give an option to reschedule and hung up on us. After dozens of calls and several emails, we are out $100, two months without a washing machine, and can't get any information out of Sears.

The part arrived a month ago and is sitting here waiting for someone to show up.

We finally had to hire another appliance repair company to fix the washer. That was another $200.

Since we have been paying for this service for several years, we will be taking legal action against Sears for a full refund of all payments made to them for a non-existing service, and reimbursement for the $100 service fee and the $200 repair bill.

We had a washing machine repaired back in April and were billed for the amount of $220.27.

We paid this by credit card which was posted 6/15 on our CITI Visa card.

We then received a collection notice from RMS for this amount which we sent them documentation of the payment.

We just received another letter from RMS requesting payment which we do not owe as it was paid by us.

Please let them know that this was taken care of and we will not be paying it again.

Thank you,

Stephen Layton

Customer ID [protected]

RMS account # [protected]

Sears Craftsman tool guarantee used to be great. With Sears brick stores closing, you can't walk in and get a tool replacement. Now you go through a long process online, uploading pictures, receipts, driver's license to get warranty results which are only points to buy a new one. First, they don't give you enough points and you have to repeat the lengthy process. Then you find out you have to pay shipping and tax with your credit card to order a replacement. Then, Sears promises to get you the new tool in 3-4 weeks. I still don't have the tool but the credit card charges have arrived on my statement. Sears is a shell of it's former self. DON'T BUY ANYTHING ELSE FROM SEARS. ALL YOU GET ARE HEADACHES AND EMPTY PROMISES.

in 2020 I purchased tires from Sears Auto Center when the company operated in Colonial Park Mall on Jonestown Road in Harrisburg, PA. The store closed during the covid epidemic. The tires I purchased came with an 80,000 mile warranty. I have driven only 20,000 since purchasing the tires. Two of the tires are failing now. How do I claim new tires undertake warranty?

Sincerely,

Weldon Smith

914.830.5059 / [protected]@gmail.com

Purchased Jan 2017, delivered Feb 23, 2017. I had this refrigerator 6.5 years and the compressor went out on Saturday, August 12, 2023. No cooling or freezing. I called Kenmore service number and they could send a representative out on August 18, 2023. This was too long, I did schedule the service, then cancelled it. I did have a certified tech come to give me a diagnosis and it was the compressor. Not fixable. He only told us what the problem was, he did nothing else. I couldn't wait 6 days to start looking for a new refrigerator if I needed a new one. I have had trouble with icemaker freezing up 3-4 times with no resolution from Sears. They changed the icemaker out 1 time. My husband and I finally fixed the solution ourselves. In my Sears Kenmore manual it states the compressor is under warranty for 10 years. I need to know if this is true. If so, I want my money back. I paid $1399.99 for the product for 6.5 years worth of use. I do not want the refrigerator fixed because the compressor part is not even available to fix it. I do not want it to be replaced only to have another refrigerator break down in 6 years.

Thank you for your time reading this review, I've been a Sears customer for 50 years. Sorry the store in Hattiesburg, MS is closed now. I purchased all my appliances from there for 50 years. Hattiesburg, MS

I also need to cancel my automatic filter replacement that is being sent to me, since I no longer have the working refrigerator.

8/9/2017: New Sears Kenmore washing machine delivered. Serial # C73042267; Model # [protected].

9/19/2021: experienced grinding, screeching and clicking noises during the wash cycle.

9/20/2021: technician came and stayed 4 hours. Replaced nearly everything in washing machine. Two parts had to be ordered.

11/15/2021: two parts replaced.

Cost for parts replacement and labor was $1,173.00. This service was covered under the original warranty.

8/8/2022. Original warranty expired. Entered into new warranty with ears.

Note: Sears claims that its computer has no information/history of the service performed on the washer in 2021.

8/9/2022: washer grinding, screeching and clicking during the wash and rinse cycles. (all noises captured on audio).

8/9/2022: phoned Sears. Can not provide service because new warranty not effective until 9/7/2022.

9/9/2022: technician jiggled the washer tub and performed tests on the control box. He had to leave for another appointment. Washed clothes and the annoying screeching noises were still prevalent.

9/13/2022: phoned Sears to report that the washer had not been fixed. Sears had not yet received the tech's service report so nothing could be done.

9/15/2022: phoned Sears. No service report yet. Maybe in 3 days.

9/20/2022: sheet stuck in washer tub (See 9/9/2022 technician's jiggling the washer tub). Phoned Sears. Earliest service date was 10/7/2022. Told Sears this (late) date was not acceptable.

9/22/2022: phoned Sears and set up service call for 10/12/2022.

10/12/2022: technician removed sheet from washer tub and rapidly went through cycles on control board. The tech left because he had 9 more appointments that day. Problem was that tech did not stay to listen to the grinding and screeching noises the washer was making.

11/7/2022: phoned Sears about the noises the washing machine was still making. Set up service call for 11/28/2022 and "the tech was to stay until the noise problem was corrected."

11/28/2022: Technician did not show up. Received an email from Sears at 6 pm. that the appointment had been rescheduled for 12/12/2022.

11/29/2022: phoned Sears to indicate that the rescheduled date of 12/12 was not a good time. Sears told me to call back later because it did not have its 2023 schedule yet.

12/9/2022: phoned Sears. Set up service call for 1/3/2023 with Special Instructions for the technician "to stay until the problems are addressed."

1/3/2023; technician came and ordered parts for the washer. Set up installation appointment for 1/14/2023.

1/13/2023: service call rescheduled for 1/19/2023.

1/19/2023: technician replaced parts but could not stay because he had "15 more appointments that day." - meaning, of course, that he was not around to hear if the new parts made a difference in muting the annoying noises. They didn't.

1/24/2023: phoned Sears about the litany of problems getting the washing machine fixed: technicians can't stay to observe the noise problems, the money being wasted repeating the same processes, etc. - and the washing machine still not fixed! But, we set up another service call for 2/2/2023.

2/2/2023: technician removed a plastic protector from under the washer. Did he stay to see if his ingenious procedure cured the noise problem? Nope. Had other appointments.

2/2/2023: washed clothes. Horrible screeching noises still heard.

2/4/2023: replied to a Sears satisfaction survey and detailed as best I could the utter abysmal service we have received. (as of 8/14/2023 there has been no response from Sears).

2/6/2023: phoned Sears with a request from it to put in their computer records our complete dissatisfaction with the service Sears has provided and the fact that our washer has not been fixed. I further stated that we did not any more technicians coming - it does no good, no good at all. I indicated that I would call again - we're still paying monthly for the warranty - if the washing machine "shakes, rattles or rolls or completely breaks down."

8/14/2023: the washing machine is not rolling, but it is shaking and rattling and still emitting those grinding, screeching and clicking noises that are so loud that they can be heard throughout the house. I am so frustrated and at my wit's end.

I would hope that you could intervene and effect some resolution. Thank you.

Ive had a master protection agreement on my hot water heater for 20 years. I was told by a few technicians it was any day. To avoid the mess i should put water on the floor and call and they would have no problem to say it needed to be replaced. Well i didn't because i didn't feel right! Its now over 3 weeks and i dont have a hot water heater. Its been a living hell and they don't care. The amount if money they offered me was ridiculous so its been expedited. But expedited and its over 3 weeks. Now they are asking for a breakdown of the installation. This is insane. I dont know what to do or contact. Sears is a disgrace from there past selves. I cant get people to contact either by email or calls.

Please im

At my wits end living like this is awful after spending so much money.

Should i contact a TV station any ideas. Between this the damage to the basement and other things im cracking. Please anyone have any advice?

Please help

Have insurance on all appliances. Refrigerator couldn't be fixed so the made me pick a replacement. They cancelled the delivery 7 times. It's been 3 months without a refrigerator. Had to borrow one from friend until I receive the one from sears that was promised. Their excuse is the manufacture didn't send it. I want the money to be reimbursed so I can go and purchase my own refrigerator. There has been so many calls I made to rectify this problem sears keeps passing you to many people and not solving the problem. There is a limitation on how long you have to wait until you get your product. They said only a supervisor can issue a reimbursement check. So where's the supervisor? Unbelievable service.

I am entitled to a refund on an overpayment of a service performed. Kenmore From: Catherine Colonna

Sent: Monday, July 10, 2023 11:55 AM

To: [protected]@searshc.com

Cc: Catherine Colonna ; Ronald Colonna

Subject: Error in Billing

I believe there was an error in our final bill. On 6/22/23 a service technician arrived to fix our water heater. The service order number was [protected]. A part was ordered. At that time we paid $250.87 with our debit card. The bank processed the transaction on 6/23/23. The part arrived and a technician installed it. He presented a final bill for $333.45 and it was paid, again using our bank debit card. After the technician left i reviewed the receipt and found an error in the final bill and was no accounting for the $250.87 we had already paid. I believe we were over charged.

Thank you,

Cathy Colonna

3982 Princeton Blvd

South Euclid. OH 44121

Cell Phone Number: [protected]

Service dates: 6/22/23 and 7/10/23

Service Order Number: [protected]

Sent from my T-Mobile 5G Device

w about and it has been almost a month with no respponse

My control board push buttons are constantly cracking and breaking off. You are wasting my time and yours constantly replacing the part, sometimes even coming defective. This is the 3rd time within a 2 month period you had to come, for the same thing over and over again and years before that; many times for the same problem. At this point I want a total replacement, because the replacement part cannot be fixed. The warranty for which I constantly renew, I could've bought a new one. The amount that it cost you for the part and a man coming twice, because he needs to come and then order the part, then come again to put it in, which is also, a waste of my time between 8am and 5pm each time.

Purchased from sears a Kenmore Refrigerator in sept of 2022 the water dispenser failed, and a tech ordered a new one. Was told it would be sent to my home within one week. The part is discontinued, and no one will help after 2 months. I will never purchase from sears again. Kenmore Bottom Refrigerator model 111.[protected]
Jay Breslin
834 Kenmara Drive
West Chester Pa. 19380
[protected]

Sears serviced my GE ADVANTIUM 120 PROFILE microwave oven for a cracked door. It's cream color and Sears said they didn't have the part, so they offered me $299.00 to replace the microwave. This is not enough to cover the replacement cost of a GE ADVANTIUM 120 PROFILE microwave. After conversation with my wife, we emailed Sears and told them we were willing to accept a stainless steel ADVANTIUM 120 PROFILE replacement, but never heard back from Sears. The ADVANTIUM 120 gives us another means of cooking, baking, as well as using it for a microwave. For the amount of time we've been paying our Sears service contract, surely you should be able to replace our microwave with a unit that has the same functions as the ADVANTIUM 120,even if it's in stainless steel.

According to the plan, built in microwave oven, maximum of 1 unit is covered per agreement. A maximum covered amount of $3,000.00 is allowed per Agreement term.

Thanks,

Peter Podes

Plan Number: [protected]

I have a shovel with a sticker on that states LIFETIME WARRANTY which is broken. I have not been able to talk with a REAL PERSON only on a chat line. They stated that SEARS no longer covers LIFETIME WARRANTIES on hand tools. How can they decide to change their Warranty, that is why I HAD always bought Craftsman Products. Notice I said HAD, NEVER AGIAN and I am TELLIN ALL MY FRIENDS and POSTING ON LINE !

I have had master protection agreement on my hot water heater as well as other items in my home. You wouldn't replace it until it started leaking! Well it did and I have a mess on my hands. It is impossible to get a straight answer from anyone and all they have been doing is giving me different phone numbers.

I was told that if my water heater caused damaged everything would be covered. I'm not getting the same information now and I have so far accumulated bills of over 3,000.00 and this isn't to fix this is to clean up.

On top of being without hot water my air conditioner was affected and I've had no air now since 6 days.

I now have to replace the hot water heater, and again I'm not getting the service I would have expected.

It was determined by Sears, under their insurance, that they would replace our microwave. They have set up several dates to deliver AND install it only to cancel the appointments saying they have no installers available. They want us to take delivery of the microwave without installing it. If they can’t find an installer, how can we? It’s been over two months and I have called them at least twice a week for over two months. They are now offering to send us a check to pay for the installation but of course we haven’t heard from them to tell us the amount. I am totally frustrated and do not know how to proceed.