Sears
reviews and complaints

Purchased Kenmore Garage Upright Freezer 20.8 Cu Ft. and 5 Year In-Home Warranty (Master Protection) Model#[protected], Serial #MR223E29390236, DOP 05-27-2022, Picked up 06-02-2022. Freezer leaking Cold air at top of door. I called Protection Agreement [protected] at the end of Nov.2022, it took 5 weeks to get repairman out on Jan 5th, 2023. Repairman took off door seal which exposed door was warped and why seal was leaking, he said this was happening to several other Freezers of this model. He said he was ordering a new door. I waited and called [protected], still waiting on the part, mean while my freezer was leaking out cold air and icing up terrible with hugh ice cycles and ice building up on my meat. (Whole butcher Steer). I called March 10, 2023 gave claim#766950 to send check #115.00 and 5 days to locate part. I called 03-24-2023 saying 2 more weeks (April 7,2023) to have part new door, otherwise I want new replacement freezer. Called April 14, 2023 case#7635186, told 3-5 days to approve replacement because can't get parts. Called April 21, 2023 a few days to approve replacement and send email. Called April 28, 2023 rude woman, they need 5more days or so. Called back and woman friendly, researched still more time, but said she would have supervisor call me back. Been calling [protected] press3 then press 4, only way to get a live person. This is the worst service I've ever received. All I want is the freezer repaired with a new door which they can't get the part, so replace it with a NEW FREEZER.

Service tech was at my home 5 mins to give me an estimate for repair to my washer. The original agreement was $99 for diagnosis however tech charged me $119. I want the refund of $20 which I was overcharged.
This is a payment receipt for your repair
Service date:
4/26/2023
Brand & Product:
GE FRONT LOAD WASHER
Service Order Number:
[protected]
Service Unit Number:
0008555
COST INFORMATION
LABOR
Labor Cost $119.00
Diagnostic Fee Waived
Tax on Labor (state) $0.00
Total Labor $119.00
TOTALS
Part Total $0.00
Labor Total $119.00
Grand total $119.00
PAYMENTS
Pre-Paid Amount $0.00
CREDITCARD $119.00
Account # 02055D
Total Amount Collected Today $119.00
Amount Not Paid $0.00
APPLIANCE INFORMATION
Merchandise FRONT LOAD WASHER
Brand Name GE
Model Number GFWN1000L1WW
Serial Number ST207818T
Service Requested Repair
CUSTOMER INFORMATION
STEPHEN BOOHER
10 BROOKSTONE DR
STREAMWOOD IL 60107
[protected]
[protected]@yahoo.com
TECHNICIAN INFORMATION
Technician ID 0870352
Technician Comments
2 of the 4 parts needed for tub overhaul are NLA...
90 Day Service Guarantee
Repair Guarantee: If, within 90 days from the date of repair, your merchandise fails to operate for reasons related to the original repair service, we will replace any parts that failed due to defects in material or workmanship and perform any labor related to the original repair service free of charge.
Multi Service Discount: If Preventative maintenance was performed on your merchandise, and within 90 days you schedule repair service on the same product, we still apply 50% of your prior maintenance charge to your current repair bill.
Tue, Apr 25 at 1:29 PM
Logo Get appointment support
hero
Your repair appointment is confirmed
Service date
Apr 26
Technician arrival window*
​8​:​00​ AM to ​5​:​00​ PM​
Brand & Product
GE Washer
Diagnostic fee
(Payment required at time of repair)†
$99.00
icon View your appointment page
icon Add appointment to your calendar.
What to expect next
Day before your appointment
We’ll call, email, or text to remind you of your appointment.
When your technician’s on the way
We’ll call, email, or text to let you know they’re on the way.
*Technician arrival window:
The time period during which your technician is scheduled to arrive to diagnose the issue with your appliance.
† Diagnostic Fee: $99.00
The diagnostic fee is the cost to have a tech come to your home and provide an estimate. If you choose to proceed with the repair, we’ll waive the diagnostic fee and you’ll pay for the labor and parts. If you decide to decline the repair, you’ll only pay the diagnostic fee. If you have had a related repair within 90 days, the diagnostic fee will be waived and our 90 day guarantee will apply.
Should you need to make any changes to your appointment, please submit reschedule or cancellation requests AT LEAST 24 HOURS PRIOR to your service date so we can best accommodate your request. This will help guarantee no miscommunication on the day of service. Thank you!.
Cancel or reschedule your appointment.
Accepted forms of payment:
Credit card (Sears Card, Visa, MasterCard, Discover, debit), and personal checks (with proof of valid driver’s license).
Order Number:
[protected]
Service Address &
Phone Numbers:
10 BROOKSTONE DR
STREAMWOOD, IL
(63​0) ​999​-63​47
Ordered By:
Stephen Booher

I had a guy here fixing my refrigerator. He’s been out here twice due to my refrigerator is not cooling my freezer is not freezing. While he was here he broke my refrigerator shelves and glued them back together and never told me anything. He had another appointment scheduled for today and canceled the appointment because he knew I was upset about the damage he caused to my unit & forging my name multiple times without my approval on the work order.

The refrigerator is still not fixed. It seems he does not know what he’s doing. He signed my name today and said that he advised the customer (me) that shelves are not covered under the extended warranty, which was a lie. He never came.

The only reason the shelves were added, was because I filed a complaint against him for breaking them. He was supposed to be here because the refrigerator still not cooling not for the shelves.

It is virtually impossible to speak to a live person in the United States about this issue so I am writing this email and I plan to file a complaint with the Better Business Bureau and I plan to sue for the damages to my refrigerator and the time that I took off work to be here and wait for him, and he never showed up and forged a document saying he talk to me which was a lie he forged by signature over three times. I am very upset and this is unacceptable.

I also noticed dings that were not here before on the freezer

I have never been so disappointed with a appliance purchase. We ordered and purchased our new fridge/freezer from Hometown Sears Crosville last year. It is actually the second one in a year as the 1st one came damaged and this one replaced the 1st. In the last few weeks however our freezer has been making a loud noise. The timing of sound is random. I recorded the sound for the repairman who came last week. He pulled everything in freezer apart and couldn't find issue. Of course as soon as he left the sound happened that afternoon. He told us upon leaving we would have to trouble shoot it ourselves if it happed again. Well, today I have a new recording of this sound as it continued for more than 5 minutes. I am not a appliance repair person and do not feel it is my place to "troubleshoot" and fix our refrigerator. I want this resolved before the warranty expires or replace the fridge again as when sound starts, it is very loud and can't even hold a conversation over the sound. There is obviously a problem.

ACCEPTED SEARS SERVICE ESTIMATE #[protected]

Service date:

4/4/2023

Brand & Product:

GE REFRIGERATOR

Service Order Number:

[protected]

Service Unit Number:

0008366

COST INFORMATION

Deductible Amount $100.00

Maximum authorized limit $187.89

PARTS

Part Name Refrigerator Water Inlet Valve Assembly (replaces WR57X10032)

Status

Quantity 0

Cost $0.00

Part Name Refrigerator Water Filter Head and Tubing (replaces WR17X20862) 1Z86V6810306685886

appointment was made for repair on garage opener when technician arrived he stated it was not the garage opener but the garage door itself. after agreeing to having the door replaced we gave them a 1100.00 dollar deposit because the repair was not covered by sears warranty services. they then stated that they would call us with a repair. they original arrival date was April 7th. have not herd from them since. here is list of numbers. You can reach us with

[protected]

[protected]

account number [protected]

ronald jackowitcz or charlotte jackowitcz

2032 hilIDALE AVE

SIMI VALLEY CA. 93063

SEARS WAS SUPPOSED TO CALL US BACK YESTERDAY NO CALL WAS RECEIVED

THIS IS NOT THE TYPE OF SERVICE I EXPECTED FROM SEARS

PLEASR REPLYV ASAP THANK YOU

I called on Monday 4/10/23 to have my refrigerator fixed. The soonest they could come was Wed 4/12/23. No one showed up or called. I called again today and was told they could not come until Tuesday 4//18/23. My food has all gone bad. I went through this last time I needed a repair. This is unacceptable. Sears use to be the best place to purchase appliances. WHAT HAS HAPPENED. I paid a lot of money for this plan and I am not getting what was promised!

I have receipt for this including a Master protection plan which I renewed up until 2020. Refrigerator is now (8) years old and dead. Tech says compressor is gone and can replace but not labor. Also other parts need to be replaced. Estimate 1,500+

Parts will take (3) Three weeks and meanwhile all our food is ruined. We need refrigerator and can't wait that long.

Repairman says Kenmore Elite is not made by Sears but by LG and compressors are terrible.

Sales check for this is [protected] Sears Torrance.2651.98 total price Order number [protected]

K

I ordered tow replacement parts for a Kenmore Canister Vacuum (Model 125.[protected]). They break easily so I wanted an extra on hand.

The part number is KC03REEJZV06 (vacuum power mate base plate)

The first time I ordered them was in November 2022. The mold for the part is incorrect and doesn't have a slot for the reset button. I called customer service and they said they were aware the mold from the manufacturer was incorrect. I returned the two I bought. The parts were listed on back order so when the showed up back in stock in April 2023 I reordered them. I AGAIN received the incorrect mold parts. The mold photo online is correct but the parts they sent me do not come close the that. I will not be buying any more Sears products if they can't even supply the correct parts for their products.

Back in mid-November our Sears Kenmore Refrigerator broke down. I have appliance repair insurance through Sears. I called them and a few weeks later they came out. The Technician sprayed Freon inside the refrigerator and told my wife not to open the refrigerator for 24 hours. I got home, learned of what happened and said this ridiculous and immediately called them back to set another appointment. To make a long story short, The technician has been out four times and the unit still is not fixed. It has now been 3 ½ months we have been waiting and it is still not fixed. They have a “Don’t Care” attitude. In late December the Tech came out and my wife did not hear him. When I got home I called and asked where the Tech is. I was told that he was there and she didn’t answer the door and because she did not answer the door, the Sears woman said she is making us go back to the beginning and start all over with Sears. Like we are being punished. I have made abound 2 dozen calls to Sears and still nothing. I keep calling 2-3 times a week and get a different story each time. Recently its now been over 5 months going on 6 months I have been waiting. Today I received an appointment notice for a service call on 4-4-23 for the refrigerator. The tech determined the refrigerator could not be fixed 4 months ago. I have no idea who set that up. Its not needed. I am currently dealing with the Warranty Protection Dept for the the replacement and seems to be going in circles.

There is no senior management there that I have found to complain to

Its almost been 6 months. Isn’t that incredible?

Your help would be greatly appreciated.

chuck Flagg - [protected]@comcast,net

I purchased a Master Protection Plan for my Central a/c and heat system when I had it installed 20 years ago and after going through 4 compressors and a heat strip in my air handler, I continued to renew the agreement to the tune of several hundred dollars a year because if it can't be fixed, Sears is supposed to replace it. Well, Sears will not replace it now that it is not repairable according to the Several tech's that have been sent out in the past month. I have spoken to the call center in India several times and they read from their script telling me how sorry they are and repeatedly tell me that I should give 3-5 more business days and then Sears will get back with me on information on a replacement. I have been without heat in my home for nearly a month now and am getting the same responses. I have been given a worthless claim number that according to some of the call takers doesn't even show up on their computer anymore. Tomorrow I am getting a new system installed that is going to break the bank on top of the money I have spent to keep up the worthless agreement I bought from Sears that was supposed to prevent this very thing. I can't keep my family in the cold anymore and I am sure that is exactly what the people running Sears count on when they pull these Master protection scams. I am telling anyone that I care about to not waste the money on a dead beat scam operation that Sears has become. I have submitted pictures to give an idea as to how my heat/ac system has been left by the "Techs" the last time. I would have taken pictures of the thermostat that was also fried by the first tech but he replaced it so the new one is now operating nothing!

Called sears and they sent out a technician on 2/28/23.

He changed the Auger Motor Assembly and charge me $25.41 for the part and $362.73 for labor even though he was only here for an hour.

Still the fridge did not make ice. Another technician came out on 3/3/23 and found a piece of Styafoam in the auger motor and removed it.

Still the fridge was not making ice.

I contacted Samsung and they arranged for a company to come out and look at the fridge. The technician from this company diagnosed the problem with his phone and the fridge has been making ice since his visit.

I contacted Customer service on 3/10/23 requesting a refund and was told they were going to send an email to billing and that I would here back within 2 weeks. As of today 3/27/23 I have not heard anything.

I have also disputed the charge with my credit card .

Im using this page for complaining about a tv warranty that you couldnt fix, the person who came to my house told me that there was nothing to do, That he was going to report it. So I have been calling every other week since he made the report. This was 0n May 2021 and by today no one tell me something positive about this. my contract number is73947335000100. the gave me two case numbers the last one is 7388617.

Our refrigerator has a broken part, 3rd time.
The Sears Protection Agreement we had on this refrigerator expired on 10/28/2022.
I started the request to have a broken shelf replaced on 10/06/2022.
This will be the third shelf we have had to have replaced since purchasing the unit.
Three shelfs were sent to the house and none would fit.
I now have a piece of plywood in the refrigerator supportintg the slide out bins!
Sears has played games of looking for parts locally and elsewhere.
I have had techs come or I have contaced Sears on the following dates:

10/6/22, 10/17/22, 10/31/22, 11/1/22, 11/2/22, 11/3/22, 11/4/22, 11/23/22, 11/24/22, 12/22/22, 1/7/23, 1/9/23, 1/19/23, 2/6/23, 2/20/23, 2/25?/23, 3/20/23.

The last contact I had prior to today, 3/20/23, I was told that no parts are available and that I would be submitted for replacement of the unit under the agreement and be notified by email within 5-7 business days. Today I was told that I had to have a current agreement for replacement to be an option. I have read the contract that I have and have not seen this statement. I questioned the SEARS representative why I would renew a contract that SEARS has shown will not live up to? NO ANSWER.
I asked if there is someone else higher up the food chain I could talk to?
Answer was there is no one else!

I ORDERED TWO Refrigerators, they were delivered. The technician noted, during set up a broken "Deli drawer" and said he would order a new one. I realized after several weeks I did not receive a replacement Deli drawer. I called Sears customer service number and I stayed on the phone 1:41 and counting trying to get the status of the replacement part. I was transferred 10x... it was clear my call was outsourced, which is not the issue alone. i could not get the part I needed. finally, I was able to speak with a CSR who said they would order the part. I am in total disbelief at how this could be the case with a company like Sears. I am completely disappointed. I hope to get the right replacement part in 10 days or more.

My 2016 Kenmore elite ice maker was not working and the freezer was not as cold as it should be. We scheduled a technician who confirmed that the compressor was not working correctly. He said the compressor for the model was known to be bad. The warranty for the compressor is covered for 10 years. The technician was here for 1 hour and charged us $662.33 for labor. I’m not sure how or why we were charged that much money. Can you please explain the labor rates?

I have requested several times for this " Account Care Insurance" to be removed from account, this Account Care is still stealing from me. My next course of action will be to close my Sears account and I do not want to that. You are looking fo a way to not solve this problem. I last requested in January 2023. and I noted today 3/4/23 3:00pm there are charges from these crooks on my sears credit card account

I have had a Master Protection Agreement with Sears for many years and was happy with the product. But, things have changed radically under the administration of a new company. My refrigerator broke on Jan 2. A repair man came to the house and said that he needed to find a part. I heard nothing and called Sears. Turns out that a replacement part was unavailable and I was entitled to a replacement refrigerator. According to their notes I was authorized for a new refrigerator on Jan. 19. Since then, I have been calling Sears (the correct department that deals with Master Protection Agreement problems) and getting the run around. The people with whom I speak seem to be located all over the world and there is no way to speak to any employee more than once. Each person assures me that they are escalating my issue to the correct team and that I should be hearing from someone within the next few days. I have spoken to at least 9 different Sears employees since Jan. 19 and am now calling Sears every other day. There is no longer any accountability to customers or any way to lodge a complaint directly with with Sears. I am also supposedly entitled to a $300 check for reimbursement for the food that spoiled when my refrigerator broke. It's been coming in 7 to 21 business days for two months.

I have a home warranty plan # [protected] and had a repair called in for my washing machine, service order SCCR2340655B. Tech came an examined machine, ordered parts and scheduled return visit on 3/3/23. Received text on 2/16/23 confirming return visit. Today after I call and it takes me 40 minutes to finally get the wrong department to answer my call to be transferred to the correct department. I am told that my appointment is now scheduled for 3/13/23. I have taken off from work to be available today and no repair will happen. Parts are in my house and I tried to talk to a supervisor. When switched to Katherine, she point blank told me that my appointment is on 3/13 and not before. She gave me Sears number [protected] which does not recognize my number and will only tell me to go online. Cannot talk to I live human and have no resolution available. Cell number is [protected]. Thank you, Larry

Dear Sears,

Complaint Regarding:

Unit number 000-7108.

Service order number [protected] Kenmore refrigerator covered by

master protection agreement,

On 2/16/23,your service tech came out because our refrigerator freezer was not working. He ordered parts for compressor replacement and made an appointment for 2/27/23 with 8-12 window. I told him I wasn’t happy with being 11 days without a refrigerator and he said to contact Sears about it.

I tried to call but just got automated lines.

I then read thru my warranty and tried to do the food loss application online but it kept saying it would not submit. I then called and went thru the automated system and finally got through to Lucy who assisted me with submission.

Forward to 2/27/23-by noon, no one had called no one had text re our service. We only had an email from the night before saying that a service repair was coming 8-12. I clicked on the email link and then it said the person was coming at 3:15. I was not happy because I had an important doctors appointment in Newport Beach at 4 o’clock that day. So at 1:35 I decided to chat with Sears automated agent, Kendall, I expressed my frustration, and then Kendall forwarded to a live agent. I didn’t want to miss my doc appt if no one was coming. The agent assured me the Sears would come on 2/27 as promised. Increasing my anger, the agent kept trying to sell me stuff through the chat line. I asked to speak to a customer service representative. Then the chat agent just left the line. Around 4 PM I get a call from Sears on my landline just saying they’re confirming appointment for tomorrow. I became very frustrated so my husband started trying to call people through our warranty plan he ended up talking to Nicole, Ray, Thea and Sean and got nowhere. Not even a confirmation for rescheduling or number to call the technician who was supposed to come out.

Then we get an email with a picture of taken in front of somebody else’s house.not ours!The tech wrote that we weren’t home and that the tech had come to the door. That did not happen—my husband was home the entire time and by the landline and cell phone. We had no number to contact the tech because Cliff O, the tech, had not called or text any time that day to keep us informed. The email link kept saying to call the number from the technician texts or calls. But the tech had never tried to call or text on 2/27. Therefore, we did not have a way to contact him. again, the technicians name was Cliff O. By then we were both fuming mad. At 5:24, I tried contacting Sears repair again and went through this whole automated process and finally got junior on chat who just kept saying sorry but would not give me a supervisor. I wanted a tech to come out that evening or next morning but junior only offered 3/2/23. I accepted an appointment for 3/2/23 8-12 but asked to be called by a supervisor asap without success. Then Junior just left the chat. To date, supervisor has contacted me at all! I took screenshots of all the chats. It is now been 14 days two weeks with no refrigerator freezer. This is ridiculous.

We paid good money for the master protection plan every year for over 20 years and luckily we haven’t had to use it for any serious repair until now.When we finally need to use it.this is what happens.

I would like to know how you will make this right. I would like a customer service supervisor to contact me asap.

Also, if the repair does not fix the problem when the tech finally comes out and changes compressor, I would like a replacement asap.

Sincerely

Cindy Escamilla

Whittier. CA