Sears

Call a technician at the end of February 2018, He never looked at the refrigerator and diagnosed it and ordered a part which cost us over $500. Our refrigerator is not even 2 years old. So the part comes in a technician comes out and replace it. Refrigerator stops working after 1 week. We called sears again. They sent the same technician out again. He diagnosed it again and ordered a total different part. Well guess what, wrong part again. We asked for a refund of the 2nd part and sears refuse to give our money back. We are out over a total of $800 and refrigerator is still not working. It ought to be against the law for sears to keep treating customers like this. For 2 of the appointments the technician did not even show up. I feel like crying. This really hurts. The technician even ruin our floor and they told me I signed some clause that said damages may occur by the repairs... I'm so hurt. I could have purchased a new refrigerator for the money I spent with sears. NEVER use them. I will NEVER buy our of sears stores again.

My snow blower is unrepairable I have had a service tech out 4 times and it has not been fixed. Contract [protected] repair dates with case numbers 3/6 [protected] 3/20 [protected], 3/26 [protected] and 4/16 [protected]. I have reached out to customer service with no results. The snowblower is unrepairable with 4 attempts and multiple parts. I have contacted support and they are unable to assist they keep ordering parts and today Jerry said he had to order a scraper blade but it would not repair the snowblower. SO NOW THEY WANT ME TO TAKE ANOTHER DAY OFF WORK TO INSTALL A SCAPER BLADE THAT WON'T FIX THE MACHINE.

My 5 year old stove caught on fire tonight. we had something cooking in the oven and then the stove started rapidly beeping and flashing F-10 and we saw the smoke rolling out from the control panel area. Immediately shut off and pulled the stove out and unplugged it and could clearly smell it was an electrical fire. Removed the top back access panel and saw that all around the relay and adjacent components were charred and it was hard to tell which one actually burnt.

So I called sears/kenmore immediately and was gladly surprised that they were taking phone calls at 7pm on a Sunday night. Progress was moving along rather quickly as they set up for a technician to come out the next day. they new all my information and then at the very end of the call, the rep says the technician will let me know how much I owe after he troubleshoots and/or fixes it WAIT A MINUTE!

warranty or not, this is only a 5 year old stove with normal small family use, which CAUGHT ON FIRE, and I am going to be expected to flip the bill on this? What if we weren't in the house and it started our house on fire? I am sure my insurance company wouldn't let that one go.

Needless to say, I got her name and employee number, took photos of the damage, and let her know to cancel the tech appointment as I would go another route. My next action is to buy a new stove tomorrow, obviously not from sears, and then to start contacting other individuals other than sears who can further pursue a remedy to this.

I am totally taken back by this whole situation.

I have had 3 repair techs come out to my house. They can see the mower damaging the yard when I turn. However, because there is no physical mechanical problems and they can't stop it from doing the damage, the cover themselves when they make their reports by saying nothing mechanical is wrong with the mower but the customer is just not satisfied. They tell me all kinds of problems it could be, but they won't put it in their report. Therefore when I call customer service, it appears that nothing is wrong, so they won't do anything about the mower. I haven't had the mower a year yet...and I've paid for warranty and protection plan...but that's not doing any good. Its pitiful!

I have been dealing with this issue since April 4th, emailing with the Chat Service at least 7 times(broken English-static on the line-people talking and laughing in the background), talking on the Chat line Phone 4 different times after requesting to speak with a supervisor (hung up on twice-disconnected twice) and attempting to call corporate office 6 times [protected]) going through the recording merry go round asking to speak with Mr. Lampert's office to a recorded message-I am fed up and disgusted with Sears. No wonder the stores are empty. Poor customer service.
April 4th-Ordered a part for my microwave. Paid $34.00 for it to be overnighted. And tried to use a coupon. It was denied.
April 5th-Did not receive the part. Called and was (after arguing) refunded the $34.00 and told the coupon could have been used, so they will now apply it to my Sears Charge Card. Told they were very sorry and that they would pay for it to be overnighted.
April 6th-Did not receive the part. Was told Sears does not pay to overnight it, they will only pay for 3-5 day shipping.
April 10th-Receive the part. It is the wrong part. Check and see that I ordered the correct part- I did- and spoke with a supervisor to make sure. Was told it was the Warehouse's mistake. Was told as a favor to me…..they would refund the overnight fee. I told them this was not a favor, they already refunded it. Then was told they would apply a coupon to my order-also as a favor to me-told them it was not a favor, they were already supposed to do this. Was told they would-you guessed it-overnight the part to me.
April 11th-Now I need to repack it and find a UPS drop off to send it back.
April 12th-No part.
April 13th-No part. Called and was told it is the Warehouses' fault. They did not send the part out. Nothing they can do-and I should look at all the FAVORS they did for me.
April 14th - Looked at the UPS tracking system and see that the part is not scheduled to be delivered until April 17th. REALLY…..
Sears should be ashamed. You lie to customers, use a cut rate service to address (ha ha) concerns. Was told they are located in the Philippines. CEO of company can never be reached and his office refuses to return repeated phone calls. All of the media sites list ongoing complaints against Sears. I could have purchased a new microwave for all of the hassles I have endured.
How about you refund all of my money and I promise not to use your company again as A FAVOR TO YOU.
Jeanie Lawrence
Case #5668841
[protected]

We purchased a mattress set at Sears. We are Seniors who still believe in integrity. So when we got told that the display model was 75% off, we believed them. (Could have purchased a Sealy set on line, and had it delivered for less, we found out later).
As we would get charged $80 delivery charge, my husband agreed to pick it up the next day. As he was waiting for help to load, he noticed the sign that said free box springs with mattress purchase. He pointed it out to the girl who tried to give us a refund, and said she would have to wait for the manager.
She would call us. A week later, (after 3 attempts to reach her), she called and said our mattress wasn't on the list according to "the district guy". There was no list if ineligible purchases. And the employee has been there long enough to know, that is why she supposedly tried to give us a refund. So then I filed a complaint with BBB. First thing that came up is a comment
that Sears wishes to try and be contacted first. I tried and no response. So back to BBB I go. It took them 10 days to respond! They said they would investigate and get back to me in 2 days. I gave them 6 days and still no response. So I decided that since the incidence took place in a different state that I should post the complaint with that BBB. After all, that is what they are there for right?
No, everything has to go to Illinois as that is corporate headquarters. I am hoping that with all that I have found on-line that there is some legal authority reviewing all these incidents. How sad that people give up their integrity!
Purchase was in February 2018.

My name is Diane Farnsworth, I live in Bear Lake Michigan and you can reference my file under the phone number [protected] and yes I do have a Sears home warranty ([protected]). On or about March 1 I called Sears to have a repair tech come out and look at my frig as it quit cooling both freezer and frig. They made a date for Tuesday March 6. Tech arrived (Jerry ID#12971) on the 6th and diagnosed a compressor and dryer for my 10 year old frig (which I love)
The frig is a LG dutch door on the top with ice and water and drawer freezer on the bottom model LFX25950SB, ser.#703KRQW00052. Jerry said the parts would be delivered to our home 7-10 days and he then made another appt. for a tech later the following week. He also said he could save us 1/2 if we signed up for warranty program and explain it and since my parents have it, I thought "not a bad idea" and signed up. So instead of costing 630.00 it was 315.00 The following Thursday a tech (who I do not have a ID# for or name/older man) came in and replaced the compressor and dryer, a 3 1/2 hour process. Frig started to cool but 2 days later a very warm frig. Another call to Sears, another appt. for a tech (Dan #440826) on the 20th of March. He found that the previous tech had not put the compressor in right and a kinked line, he then proceeded to take it all apart and redo what the previous tech put in. 2 days later a warm frig and yet another call to sears and a tech date of March 29 (Jerry from before) saying previous techs should of done a system check and found a Freon leak in the evaporator, guess what... not the compressor at all, he diagnosed wrong in the first place. He ordered a evaporator and dryer set a date for April 10. Parts came and included was a dryer (right part) and a plastic silverware basket for an auto dishwasher (say what!) this was on the 4th of April, and yet another call to sears reps and after much frustration, explaining and crap the woman tells me the part is ordered to which I ask if it can be over night shipped she tells me no but does tell me that the parts dept. will be calling me to confirm and set it up within 24-72 hours. I wait and come Monday April 9 I call yet again... And get a rep who then tells me she can see that no part was ordered from the week before but she will order it... And at this point I just lost it! I not only balled her out from one end to the other, I then requested her manager to which she did not want to transfer me but only did so after I said I would take no other. The manager then told me she checked to make sure the right part was ordered and when it arrives to give yet another call and schedule a tech, I then put her head on the chopping block saying by the time (7-10) business days goes by then another (at least) 5 days for a tech I will be without a frig right around 8 weeks! Are you kidding me! She also said she would cancel the following day tech appt. because of wrong parts. April 10th (next day) a call from sears saying the tech was due, I then called sears (repeat-repeat-repeat) and this time I wanted blood. What I got was another 5... read it...5 reps, everyone from customer service/ & warranty/&parts and finally Steven from the complaint dept. telling me I should be able to qualify for a new frig (up to $10, 000.00) if I so like, from the warranty. I said if Sears is picking up the tab sure. He then tells me he will have to transfer me to the warranty dept. he does and the lady I talk to there tells me that she will set up a tech appt. etc... and here we go again.
I am going to cancel my warranty, I am going to go on every social media site I can and let them know my story of runaround, misdiagnose, complete lack of customer service, idiot techs, and my advice of do not buy from sears and for gods sake do not try to get them to fix anything!
I thought by investing in the home warranty program life would be a bit easier for me but I find out that the whole sears company along with A&E (and reps) are much more part of the problem then part of the solution.
And yes I am still waiting for my frig to be repaired, and if a new one like the one I have was not so expensive I would have bought a new one long ago.
So to sum up... it should not be this hard to get something repaired.
My family and I have been long time Kenmore customers but I guess that was the past. And if anyone, and I do mean anyone, reps, techs, parts, anyone with this company could possibly get their heads out of their butts it would surprise the living hell right out of me.
And of course I will be very surprised if this email isn't simply deleted and never answered or dealt with.

I am disgusted in the customer service and the lack of responsibility they provide for these products. Products I trust to be in my home and around my family. Products I spent good money on and I've had received through Sears. These past few days I have been consumed with all day calls, being bounced back and forth to many different departments. My personal favorite was when one rep hung up on me, the other laughed at my situation, and another telling me the supervisor will kindly go ahead and authorize a replacement washer and then hung up on me. I was also told a supervisor would call me back and a day later still waiting for that call. Called back and have been on hold for an hour. Spoke to a supervisor in escalations and she brushed me off, argued with me, called me a liar, discriminated against me. My washer was recalled in 2012 6 months after I just found out about this recall and she tells me they have no information about that on their end meanwhile I told her its on the CPSC.gov website where I found it and it was confirmed by customer care that my particular washer was apart of that recall. I will never purchase another Kenmore product nor deal with Sears after this experience. I wonder if they are waiting for some one in my household to be injured or my house to become damaged before they take action and replace the unit in question.

Victoria Thompson
12261 SW 251st Street
Homestead, Florida
[protected]

Sir or Madame,

I have been a loyal customer with Sears for decades and I have never experienced such poor quality in customer service trying to get my Sears Kenmore Product serviced. It is inexcusable that Sears is outsourcing home repair service to a vendor with no regard as to the hardship of the customer.
I am very disappointed and disgusted as to how I have been treated and with being without my refrigerator for going on four weeks with no update as to when the part needed will be available and installed. I have requested another vendor only to be told that I cannot have my request transferred because it would be like starting over and the current service request is still open and there is not date as to when the part would be in. I have requested a replacement model of the same refrigerator and told that it can't be done. How long am I suppose to wait to have a working refrigerator. I am sure if you were in my predicament that you would demand that this matter is resolved immediately. I am asking for a replacement of my refrigerator or that someone come out to repair my current refrigerator immediately so that I am no longer without a much needed appliance. Below you will find a timeline of the issues regarding my service request.

I will begin by stating that I have a Sears Master Protection Plan on my Appliance. My Bottom Freezer Refrigerator stopped producing ice and was not freezing nor cooling properly on March 21st 2018. The following day I contacted Sears Home Services and was informed that a Service Technician from All Keys Appliance Repair Inc. would be out to service my refrigerator on March 26, 2018 between the hours of 08:00am-12:00pm. I waited for the service technician who did not call nor did I receive any updates from Sears. Between the hours of 1:30pm and 2:00pm I attempted to contact the company All Keys Appliance Repair Inc. to find out the reason for the no show during the time allotted and to find out if a technician was still coming out to my home to service my refrigerator. I left a message for a call back and never received a response. I again contacted Sears Home Service for an update and the representative stated I should contact the service company and provided me with the same number listed on my original request. I explained to the representative the I have called that exact number and left a message and they are not answering the phone and not returning voice mail messages. The representative patched me through to the All Keys Appliance Ince. and the technician stated that he would be to my home by 6:00pm and that Sears was not suppose to connect me to the company. The technician came out and said that the refrigerator needs a new compressor. He said that he would order the compressor and let me know when it would be in. I waited two days and still had not heard from the service company and attempted calling to get updates, again, no answer and no response to my voice messages.

On March 29th I again called Sears Home Services and was told to contact the service company. As explained before I told them that I have tried and I am not getting a response from service company. The representative attempted to contact the company with no luck and left a message for the service technician to contact me. I did not receive a call nor email regarding my situation.

I again called Sears Home Service on April 5, 2018, I was told that an email was sent for All Keys Appliance Inc. to contact me, still no response for an update was received.

On April 6th I again contact Sears Home Services and was told that a voice mail was left for All Keys Appliance to contact me regarding a status on the part. I requested to speak to a manager and was transferred to a voice mail, I left a message and did not receive a response to my message. I was told that if I still have not heard from All Keys Appliance Inc. to call Sears Home Services back on Monday April 9th, 2018. As of today April 8th, I have not received a response from All Keys Appliances, therefore I will be calling again in the morning attempting to get this matter resolved. I am a very dissatisfied, frustrated and disappointed. Please Help!

I purchased a Sears master protection agreement for several appliances, including my boiler.

On 3/7/18 your technician was dispatched to my home for a boiler repair. My boiler would heat for short periods before shutting down. Upon arrival the Sears technician looked at the boiler briefly and diagnosed that I need a plumber to bleed the boiler. He further stated that he could not perform that work and only a plumber could complete that job. I hired a plumber that evening at a cost of $165. Upon arrival the plumber examined the boiler and diagnosed the problem as a short in the relay box. He explained that bleeding the boiler would not resolve this issue and the part should be replaced. I contacted Sears again and the same Sears technician was dispatched to my home. On the second visit the technician agreed with the plumber's diagnosis, there was a short in the relay box and proceeded to replace the part. The boiler is working again. I think that Sears should reimburse me the $165 for the unnecessary plumber fees. Your technician misdiagnosed the problem on the first visit and directed me to contact a plumber. I am requesting a reimbursement for the plumber fees of $165.

4/4/2018 was scheduled for delivery between 2-4 pm. the drivers called dispatch or whomever they report to and said that they couldn't reach my house because of flooding which was not true. There are at least 3 different routes from Stockport, ohio where the drivers were to my house which they past to go to Salesville, ohio which is past where I live. They had to drive by my house to deliver in Salesville. I spoke with Russ, a manager at the delivery department and he guaranteed me a delivery time between 8-100am 4/6 due to scheduling and driver issues of lying. Sears autocalled and said they rescheduled my delivery appointment without contacting me. I want my scheduled delivery time of 4/6 8-10 am.

Our 2.5-year-old LG refrigerator broke down three weeks ago. We called Sears Whole home Warranty for a repair which was scheduled a few days later. The repairman on contract with Seats said it needed a new compressor and we had to wait another week for a Sears repairman to look at it. He ordered a part, which should have arrived in 2 weeks. When the part didn't arrive in two weeks, we called Sears service to be told it will arrive in 5 more days, with a appointment in one more week to repair it.
Sears is taking way to long to repair our fridge, which is under both their Master protection plan AND their whole home warranty. Sears has NOT offered any compensation. Not a loaner fridge, a replacement fridge, nor any compensation for spoiled food, which I believe is part of their Master protection plan.
Four weeks is much to long to wait for repair on a refrigerator under warranty. My family is extremely disappointed in and inconvenienced by Sears.

Case # 5610341 My name is Alicia Howard I've been waiting for my credit back to my account it's been well over a month. Please call me back so we can resolve this matter before I file a law suit. Cell # [protected] work # [protected] This is $1331.26 we are talking about you are taking food out of my child's mouth. I'm at my ends witts you need to take attention to this matter.

Last summer I purchased a $1500 Kenmore Elite refrig This went against my better judgement as I previously purchased all new kitchen appliances from Sears and had the motor replaced in the dishwasher, a new stove brought in because the convection failed and a refrig that knocked and was told that was normal. But I try to support local businesses.

So less than two weeks ago it died. I lost all of the perishable food inside and have a warped wood floor from the ice maker leaking water all over. I made an appointment and the tech replaced the compressor. That was on a Monday after waiting all weekend. By Wed. it began failing again. Once again food was lost and water was on the wood floor. After calling numerous times and reaching all levels I was told no one could come until April 2. Not acceptable as it was Easter weekend and I had a house full of company arriving. Corp Sears Customer service was the one who told me no appointment before Easter. All day Thurs I called the local appointment number and finally they found an appointment for Friday. That repairman told me the new compressor was not completely sealed in and addressed the issue. Three days later I open the refrig and it is warm again. More lost food and more water on a ruined floor. Once again Corporate Customer service told me no appointments for days. I called the repair number and got one the next day. So the repairman came today and told me the first repairman put in the wrong compressor because he was give the wrong numbers by the consultant. So the compressor burned out taking the refrig with hit. He said he would order new parts and it would take two weeks.

Are you kidding me that at this point you dont offer me another refrig or a temporary one! I have called all numbers to exhaustion. I even called LG who makes it. They said they could get me a refrig sooner but Sears needed to give them that directive.

None of this is my fault. It isn't my fault LG makes junk compressors or that people put the wrong one in and it blows out the refrig. But you want me to trust keeping this all at a cost of $2500.00, a wood floor which I will claim and have my insurance company go after Sears and hundreds of dollars in food that had to be disposed of.

The store in Green Bay is going out of business, and you cant offer a floor model or anything? I have a family to feed. I don't need this. I have taken three half days off of work to address this and spent hours on the phone with people I can barely understand or that understand the situation.

I need a refrigerator. It can't be that difficult to replace when LG told me they will do it. You want me to trust more repairs. more parts in a refrig that has shut down three times?//

This is insanity!

I want to know if any of the Sears executives would tolerate this in their homes! I have never come across a company who does not stand by what they sell as much as Sears. What a shame.

I want a new refrig delivered tomorrow. It is possible! The three service slips from the repairs are going to equal the cost of the refrig. How much more money do you want to sink into this?

I have sent emails and spoken with 19 different workers the past two weeks. And not one single call back or offer of a resolution.

Long story short my mother has a protection agreement with Sears she has been without her heat pump since December 20, 2017. It is now April 3, 2018 and the part is still on back order. My mother is an 81 year old widow. I have been calling since December to try and resolve this matter even sent a formal complaint to Sears headquarters and what do they do but to give my number to someone from the Philippines who did not have the first clue how to help me. I can provide dates and people that I have talked to. I'm to the point of handing it all over to an attorney. We live in Louisiana where we fight heat and humidity. I'm just shocked at the lack of care that this company has shown. My parents were firm believers in Sears and their warranties for over 30 years they never have a problem taking their money.

Purchased a refrigerator in May 2017. Freezer started to thaw items around November. Called for service, took 3-4 weeks to get repairman to come. We have had a serviceman visit 7 times and replace one particular part 4 times. Last visit was March 30, 2018 and the freezer is still not holding a freezer temp. My husband called the service number again today and the representative hung up on him. He called back and asked to talk with a supervisor and she would not let him talk with anyone else . She indicated they need to send another serviceman. My husband is very disappointed in Sears and will never buy another thing from Sears. We have bought all our major appliances from Sears in the last 40 years. Can someone please help us get a working refrigerator/freezer. Contact #[protected]

Good afternoon.

In June of 2017 I took my 2013 Honda CR-V into the Sears Automotive Center at Memorial City Mall in Houston, Texas for an oil change and tire rotation before heading out on a road trip to Florida.

I was informed that in addition to the oil change, I also needed an alignmnet and new rotors on myfront-end brakes. Time was very tight for me that day and I elected to have these issues seen to at a later date.

This past Wednesday, I took my vehicle to NTB for an oil change and tire rotation and asked that they perform an inspection on my tires and brakes as I had been previously told that I needed an alignment and new rotors.

NTB came back and told me that neither repair was at all necessary and that they were very glad that I followed my intuition and held off on the uncessary expense. When the NTB associate asked me whom had told me that I needed these rather costly repairs, I told Sears at Memorial City. He response to me, "they are liars and theives, promise me you'll never go back there. That's why I quit working there, I got tired of lying to the customers all the time."

I'm disgusted by Sears Automotive Center's unscrupulous and deceitful business pratices and I will never step foot in another of your automotive centers. I will never trust the Sears brand for any of my automotive not household needs.

Y'all should be ashamed yourselves.

Sears Home Services sent a technician to my home to repair my ice maker on March 21, 2018. After fixing the ice maker I signed the receipt on his electronic gadget paying $325.63. The next day I went to pay some bills from the account I paid Sears with and saw that they had billed me TWICE. I am out $651.26! Sears says they only billed me once, however, and told me to contact my financial institution, I contacted them and they told me I had to get resolution from Sears! I live on social security and I can't afford to be ripped off for $325.63! Hopefully somebody can help me?

I have literally bought premium appliances from sears in the last 10 years and they don't know how to treat their loyal customers. Their outsourced Philippines office is a disgrace similar to other complaints. I ordered a dryer online and they auto opt me in for an electric dryer without asking if that's what I wanted. When I try to return it they are throwing policies when its brand new and I'm willing to pay a difference. Where are the litigation lawyers, count me in for a class action law suit! One person says they will help, the next says no. They wont even talk to you to resolve your issue!

Go somewhere else, don't support Kenmore. They just want to make money and its no wonder they continue to lose revenue and customers. Where are the executives, are this just as ignorant and oblivious to the bad service and bad reputation? BBB complaint: Your complaint has been submitted and assigned the ID [protected]. Case # 5608981.

Bye Sears, I'm cancelling my pending order, my credit card and never going back!

Martha T

To whom it may concern,
I just recently tried applying for a job with your company on March 16, 2018. I later received an email stating I wasn't allowed to work at your company because I used to work at a sister company over 17 years ago? I know how I left that sister company and as I was told it was not under bad circumstances, and if need be I can sit down and explain what I was told. I come highly recommended from my previous employment, along with various members of management within the company. I am a highly skilled and knowledgeable person and I believe I would be a asset to your company if only given the chance.
I would just like to have a fair chance of employment with your company seeing as I have never worked for Sears, and when I worked for that sister store it was over 17 years ago.

Thank you for your time.

Tanya