Sears review: LG Refrigerator

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.