Kenmore Water Heater

I went to Sears 3 months ago because I needed a new propane water heater, they were the only ones at the time with a unit in my size. I told the salesman I needed a propane water heater and he told us, they only sold propane heaters at his location. He looked it up and I got one along with the parts to hook it up. The unit was supposed to be for propane and the box was mark so, so I took it home and hooked it up.

It started right up and ran fine for three months, then stopped working. After some head wringing, I found the cause and a reset button by the thermo coupler, rest it and it didn't work on the light setting, have to put it on low now to light. Noticed the top of the flame was a bright orange, an indication it was a gas heater, not propane, then noticed the units tag says gas only. I went back to store and they refused to help me saying, We didn't install it so we're not helping you," they also refused to order, or supply me with a conversion kit for l.p. and referred me to a local hardware store, who told me it was an item we had to get through Sears.

I tried looking up for the conversion kit on their site myself, but their website won't correctly search for the item, I either got ceiling fans or something else. I tried using their online assistant and they kept trying to look up for the wrong parts, and didn't know how to look them up either.

I ordered a hot water heater from Sears with the same day install and Sears failed to do the job. In fact, I had to call Sears to see why no one had called me about my install. Then, by the Sears install personnel, I was informed that they could not do my install and I would need to schedule an appointment to do the install. No, they did not offer an install for Saturday.

This would have been the second Kenmore Water Heater with a 12-year warranty that I have had to replace in six years. I was told by the store that I could call this 800 number and receive an authorization to pick up a new tank. Upon calling, I was told a technician would have to come out, and that they could not give me a definite appointment time, only a 4-hour span. Both my husband and I work and cannot be there for a technician. This item is warrantied and should be replaced without hassle. I will be taking my business elsewhere and will not buy anything from Sears or Kenmore in the future, but now I am out at least $400!

I have a new water heater. It will stay lit for only 10 minutes. I must relight two times to get a warm shower. To schedule a repair, we must phone Pakistan. They send a request to Phoenix, and they give me a 4-hour window to miss work. It cost me $100 in lost wages. Then, they phoned me 30 minutes before the end of that 4-hour window and told me it will be another two hours. They have made four service visits where all they do is light the pilot light and leave. They have made two actual "repair" visits to replace the only two parts that can be replaced. Still, it doesn't stay lit.

Catch 22, "We're sorry, but we won't replace the water heater, unless we have made four repairs in a year; and there is nothing else on your heater to replace." The result is I have to go somewhere else to buy a water heater. I have wasted $800 + $200 in service contracts, which was supposed to be the "Great Sears No-Hassle Warranty." Plus, I have lost over $600 in wages because I've been missing work.

Sears isn't the good company my parents shopped at. Now they are just another big business ripoff joint. Not only is their manufacturer's warranty not honored, but the service warranty they sell on the side is worthless as well. Maybe, it's because all their appliances are made in China, Korea, or some other sweat shop country. I'm just glad we found this out before we bought our new dishwasher and refrigerator.

I purchased a 40-gal table top water heater. When we opened the box, the top was damaged. I called Sears service technician, and he came immediately and said all I needed was a new top. I agreed. Unfortunately, they have sent me the wrong top two different times. Neither top would fit; they were both too small. Apparently, their service technicians do not know what they are doing, or they are in way too big of a hurry. My water heater is located in my very small kitchen. Unfortunately, my kitchen is still in disarray after two weeks, and it looks like it will be even longer before I get the correct part. What happened to Sears?

My complaint is with the pricing of a Sears product. I purchased a Sears, GE hybrid water heater with order number 1050186 and it was installed on 4/16/2010 by an authorized Sears' installer. I called Sears several times to confirm the price of this item. I was charged the regular list price of $1599.99. I tried to get a price of $1439.00 which was shown in a Sears appliance advertisement in the Arizona Republic newspaper which showed a 10% off list price. This $1439.00 was also showed in a Lowe's ad the next week.

I feel that the $1439.00 price is a realistic price for this item and I would like this given to me. The people at Sears ordering were very indecisive when I placed this order on what the correct price should be and I was transferred to several different offices. I have several Kenmore Elite appliances and I am happy with them. Please let me know about this complaint.

Recently, I tried to get a Sears Kenmore water heater Power Miser 12 model #15333144 that's under warranty fixed and was astounded with the response from Sears. We purchased it in May 2006 and the pilot light started going out within 12 to 24 hours. After 10-15 calls and sometimes waiting 30 minutes for them to answer a call, going through 3 different departments, talking with over 8 different people for a week, I was told that their repair service people do not have the parts.

Then finally I was told that I had to pay for it to get the part, then Sears would reimburse me, plus it would take 2 more weeks to get the part sent to the plumber for a total of over 3 weeks before the water heater is fixed. This part is a pilot assembly, a common problem and part that is replaced in their water heaters. The parts department people could not even find the part number. They claim the model number, which the Sears Service department gave them, was missing a digit. They had the serial number, but could not even find the part number from the serial number; however, a person in the escalation/contractor department found the part number.

As of today, Sears has said that they will ship a new water heater to the store and replace it, but this will take up to another 10 days. This all started last Wednesday, March 17, 2010. I have an escalation case number that should document everything, plus I have a page full of notes, names, and phone numbers. This situation is unbelievable and I feel it needs investigation to see if this is occurring with other customers or if this is the way Sears normally deals with repairing water heaters. There is probably a breach of contract or warranty involved here too. A.O. Smith makes the Kenmore water heaters. It will cost me over $200 to install it plus I lost $1000 in rent because the house is a 2nd home in a ski resort area and was rented over the Spring Break weekend.

I purchased a Kenmore gas water heater in February 2008 from Sears. In February 2010, my renters no longer have hot water. Sears told me that they didn't know what was wrong with it, and that they wouldn't fix it. The service representative I talked to, Latoya, said that their products were not expected to last a lifetime. A lifetime? How about two years? I have had three service guys out to repair it and the pilot light will not stay lit. Sears won't help me and neither will Kenmore/Whirlpool.

I don't think it is unreasonable to expect a $700 appliance to last at least two years. Kenmore actually hung up on me. I have spent tons of money on service calls trying to fix this, meanwhile, there is no hot water. What happened to standing behind their products? I can't afford to replace it now, but it looks like I will have to.

My renters, whose house just burned down, have no hot water. They have to look for a place to take a hot shower, with two kids in the house. I have spent over $200 on service calls so far, and I am looking at having to spend $700 or more to replace it. I was treated horribly by Sears and Kenmore, and I want them to stand behind their products!

Sears personnel installed kenmore water heater purchased from Sears two years ago. The water heater pilot light always goes off. We call professional pluber and said that the pipe installed in the water heater is too small and not acceptable by the new york city law.

In Feb 02, I purchased a Kenmore electric hot water heater and installed it myself at home. I previously worked as a plumber's helper and have installed many H/W heaters so I know what I am doing. The H/W heater had a 12 year warrenty against leaks and it developed a leak at the pressure relief valve weld on the tank. This unit was serviced yearly and was in decent shape. I replaced the pressure relief valve and the tank continued to leak. I called Sears Customer Service and was transfered to 6 different people. I gave my phone number, name and address and problem to each only to be disconnected.

I called back and spoke to 2 people before I was transfered to "Rapid Response" for a manufacturers warrenty. I was told I needed to make an appointment with a service tech who would verify that the tank was leaking, at a cost of $75 to me. I refuse to take off work and spend $75 so the tech can see water on my basement floor. I told them I was going to Home Depot to get my next water heater. Being a Sear's Preferred Customer means nothing, only glitter to make me feel better. Sorry Sear's, you lost me.

My Kenmore Power Miser 6 Electric Water Heater(Model #153.316554) upper element caught on fire!

Smoke damage to the garage, spilt water all over garage and almost burnt the house down had I not put out the flame.

In 2001 we purchased a Kenmore Water heater as well as the MPA (extended warranty through May 2009)and a safety pan. Pan and heater were installed by a local Sears contractor. Aug 13, 2008, we noticed water in the pan (earlier visit-about 6 months ago- by another Sears tech for same problem, got explanation that this was probably normal "burp" by pressure release valve and might happen occassionally, but keep an eye on it). We immediately requested Service call under MPA which was scheduled for four days later. As water level in pan rose, we noticed leakage from pan outlet pipe which resulted in water on the floor with immediate threat to back wall, carpet in dining room on other side of wall, etc. This now required the immediate unplugging of water heater and draining of tank.

Called Sears again and notified them of new circumstances- still took same four days for service tech to come out and confirm that tank was indeed leaking and needed replacement. Tech notified immediately Sears and the "System" began reacting, notifying the Central office who tried to notify the local store by fax to see if a replacement was in stock. Unfortunately their FAX was not working properly and they got only a partial transmission. Fortunately I had called Sears Installation HQ and gotten my reference number, etc., so I could give additional needed information to the local store who notified Water Park FL who will notify a local Sears contractor to pick up water heater at store and come to install.

Except for first calls obviously to India, all contacts, both personal and telephonic, have been VERY polite and VERY helpful within the major limitations of their capability and authority. The problem is that we are almost one week past reporting the problem and we still have no hot water, and this is with the MPA. Without the MPA, we could have had one from Home Depot/Lowes installed the next day if not the same day. Because we already paid for the MPA we will take advantage(?) of it. We should expect to have the replacement water heater installed "sometime this week" according to Sears.

So far, merely inconvenience, considering that we have been without hot water for six days and it will be several more days until we have hot water again. Being retired, we can better afford to sit at home, playing phone tag and waiting for the technician to show up, and we have "every confidence" that the installation will take place "sometime this week". (I also still put cookies out for Santa Claus- you never know.) I would hate for it to have happened in the dead of winter, or when we had grandbabies in the house. Obviously the Sears system of de-localization/ centralization of repair/installation activities results in significant delays even when everything "works".

I bought water heater with extended warranty. The heater bursted flooding my basement completly. I had to shut off both hot and cold water (cold water was getting in heater through water outlet) and move to the hotel (I have 2 small kids) Warranty department told me that I'd have to wait for a week so someone can come and check on the water heater, and then if he decides that it has to e replaced, it will take more time for approval and replacement. At the same time I called the local sears store (on record) and asked if they have my water heater in stock and how long would it take them to install it if I buy it from them today. They said that if I buy it before 12pm, they will install it next day. So if I paid they'd have people and equipment to get me a new water heater, but if i want to act on existing warranty/MA, then I have to wait for days possibly weeks. Flooded bedroom in basement, have to go and live in the hotel for at least 5 days

My parents purchased a hot water heater on 12/30/02. On 8/3/08 the hot water heater let go. There was water everywhere. I Called the phone number on the back of the warranty booklet and explained the situation. They told me a sears technician had to come out and inspect the heater and make a determination whether it could be repaired or needed to be replaced. The fastest appointment we could get was Wednesday 8/6/08. Our situation got significantly worse and there was water everywhere. I called the gas company and they told me that we had to shut off the water to the whole house. We did everything that could be done.

We were forced to call our plumber. When he inspected the heater, and explained that it couldn't be repaired. He proceeded to call sears and explained the situation to them. He told them he was going to replace the heater and asked if he needed to bring the whole tank in or just the warranty sticker. They told him to bring in the whole tank. He did so. When he arrived at the store, he waited for 2 hours and in the end they would not replace the heater. They said that a sears inspector HAD to inspect the heater before it could be replaced. We could not wait a week or longer for them to inspect and then install a new water heater. We couldn't even flush our toilet let alone take a shower.

Our plumber had to go to home depot and purchase a new heater. That was $366.00 out of my mother's wallet. She also had the fee for the plumber. A large portion of her carpet was totally water logged and I am still wet vacuuming. This water heater was still under warranty and in an emergency situation such as this, there should be some type of emergency venue you can go through. My mother is 78 years old and has been treated very poorly. She should at least be reimbursed for the water heater. This was turning into a board of health issue. No water, no toilet, etc. I spoke to several people this morning and was told that it is store policy and nothing can be done. We would have been at least a week without water and this is unacceptable.

My mother is 78 years old and is on a very fixed income. This was an unecessary $766.00 out of my mothers pocket. She had all documentation, including the sales receipt for when the water heater was purchased. I tried numerous times to get a tech out to her home but they couldn't come out for 6 days and that was just to inspect the water heater, not replace it. That would have been an additional wait time.

Due numerous days of water leakage a portion of her carpet was water damaged and will eventually cause mold. She had to pay a plumbers fee of $400 and that was with a discount. My mother is depressed enough over my father's death and the upkeep of her home. She should never have enountered this type of treatment. It is very unprofessional on Sears part and they should honored the warranty.

I bought the Sears water heater in July, 2004. Since I bought it, I've had the repairman over to my house 5 times, and I also have him coming tomorrow. The reason, the flame keeps going out. It was working fine until 2 days ago when my CO sensor went off and had a reading of 86. I turned it off right away. Now what would have happened if I wasn't home. CO detecter registered an 86, and thank God it didn't happen when we were away or worse yet sleeping.

I purchased a Sears Kenmore Gas Water heater in January 2005. The Gas Control unit malfunctioned and stopped heating water yesterday. The Service representative placed an 'Emergency Order" for parts replacement at 11:30am today since they don't stock parts locally for their own Kenmore brand water heater, but they require 3 days to obtain the part.

3 Days for an Emergency Order is unacceptable in today's business world. They should be able to locate the part today, and send via overnight-mail the needed part from anywhere in the continental US for installation tomorrow. The impact is a family with no hot water for baths and showers.

I called their national customer service parts desk, and the representative told said their regular delivery time frames are 3-5 days. So, the 'Emergency' time frame is therefore the same as their 'regular' order time frame. Poor service for a National provider of appliances.

On March 30, 2008 I purchased a Kenmore Power Miser 9 Gas water heater - 48 Gallon High recovery Model # 153.339976 over the phone from Sears and picked it up on April 6, 2008 at the Great Northern mall location (Sears #1623) in Clay N.Y. 13041. On Saturday 4/12/08 my Plumber installed the new water heater. The Plumber attempted to get the pilot to stay lit several times. After these attempts failed he suggested I call Sears Service and Repairs, which I did.

Below is a detailed list of phone call conversations with various Sears Departments I had to facilitate the repair of my Brand new water heater. C.D.P. - Complaint Department Person. C.S. - Customer Service. Phone calls to Sears: 1-800-Sunday 4/13/08 @ 9:01 a.m. spoke with the Rapid Resolution water heater Tech Dept. and they said the water heater needed a new Thermocouple. I asked if the Service Tech. would come with the parts to fix the water heater and was told yes. So I made an appointment with Sears's service for 4/14/08 to repair the Brand new water heater.

1-800- Monday 4/14/08 @ 8:02 a.m. called C.S. and asked for the Service Tech. to call me with an estimated time of arrival to repair the water heater. 1-800- Monday 4/14/08 @ 8:42 a.m. called C.S. and asked why, if I was told that the Service Tech. would come with the parts to fix the water heater he would say "he did not carry many parts for the new water heaters." C.S. then said rudely "how would our Service Tech. know what parts are needed to make the repair before seeing the water heater?" I told her the Rapid Resolution water heater Tech Dept. said "the water heater needed a new Thermocouple and the Service Tech. would come with the parts to fix the water heater."

1-800- Monday 4/14/08 @ 7:00 p.m. after putting me on hold till 7:11 p.m., I was told by the 1st C.D.P. she did not know if the parts were ordered and transferred me to the Rapid Resolution water heater Tech Dept. where Jeremiah said he did not have that kind of information and transferred me back to a 2nd C.D.P. Sam said the parts were ordered on 4/14/08 but needed a tracking # to tell when the parts would arrive. Sam said to call back in the morning on Tuesday 4/15/08 and the computers would have updated by then and a tracking # would be available which would be used to tell me when the parts would arrive. This phone call lasted 37 minutes with no answer for when the parts to repair my Brand new water heater would arrive.

1-315- Tuesday 4/15/08 @ 10:02 a.m. Called the Clay N.Y. Sears store and left a message with the plumbing Dept. for a manager to call me back. 1-800- Tuesday 4/15/08 @ 10:10 a.m. called C.S. and talked with Charles who said the Thermostat and burner assembly was ordered on 4/14/08 and that he would text the parts Dept. and that the parts Dept. would call me back in 10 to 15 minutes with when the Thermostat and burner assembly would arrive. This was an 18 minute phone call with no answer for when the parts to repair my Brand new water heater would arrive.

1-800- Tuesday 4/15/08 @ 10:45 a.m. called C.S. and talked with Mike told him that the parts Dept. did not call me back with when the Thermostat and burner assembly would arrive. He then put me on hold, because he was transferring me to the parts department and I was disconnected. Tuesday 4/15/08 @ 10:54 a.m. after I was disconnected I called back and was told again that C.S. would text the parts Dept. and that the parts Dept. would call me back in 10 to 15 minutes with when the Thermostat and burner assembly would arrive. The parts Dept. never called me. This was a 20 minute phone call with no answer for when the parts to repair my Brand new water heater would arrive.

1-800- Tuesday 4/15/08 @ 6:26 p.m. I called C.S. and explained to the lady who did not speak American well at all that I just received an automated phone call requesting me to call C.S. and to reschedule my repair of my Brand new water heater. She said she did not know what I was talking about. This was a 10 minute phone call with no answer for when the parts to repair my Brand new water heater would arrive. 315- Tuesday 4/15/08 @ 7:07 p.m. I called Ruth, who was very nice again, and explained my 6:26 p.m. phone conversation with C.S. She said she would call, make some inquiries into this phone call and call me back with her findings.

315- Tuesday 4/15/08 @ 7:46 p.m. I called Ruth, who was very nice again, and explained that my Wife called C.S. and was told that the parts would not come until Thursday 4/17/08 and that C.S. wanted us to reschedule the repair of our Brand new water heater to Friday 4/18/08. Before my Wife could tell C.S. not to reschedule, C.S. hung up on her. Tuesday 4/15/08 @ 8:13 p.m. I called Ruth, who was very nice again, and explained that I was told by C.S. (Ruth) the parts would arrive Friday 4/18/08. And that the repair service appointment was now scheduled for Saturday 4/19/08

315- Wednesday 4/16/08 @ 1:53 p.m. I called Ruth, who was very nice again, and explained that I received the Thermostat, but the burner assembly did not arrive. I also explained that I was told by C.S. that the parts would arrive Thursday 4/17/08 and to call Sears back to reschedule repair service appointment for Friday 4/18/08.She said she would call and see what was going on. 1-800- Thursday 4/17/08 @ 5:20 p.m. (the burner assembly was at our home when we arrived home from our work day) I called C.S. to reschedule the repair of our Brand new water heater to Friday 4/18/08. Our repair appointment was rescheduled for Friday 4/18/08. Friday 4/18/08 @ 8:20 a.m. I called C.S. and asked for the Service Tech. to call me with an estimated time of arrival to repair the water heater. 315- Saturday 4/19/08 @ 11:40 a.m. I called Ruth to thank her for all her help.

Phone calls from Sears: 315- Monday 4/14/08 @ 8:34 a.m. John the Service Tech. called me with an estimated time of arrival to repair the water heater to be after 3 p.m. I asked if he would have the parts to repair the water heater, John said "he did not carry many parts for the new water heaters." This is not what I was told by the Rapid Resolution water heater Tech.

315- Monday 4/14/08 @ 2:42 p.m. John the Service Tech. called me with a time of arrival to repair the water heater to be 3:15 p.m. He did arrive at 3:15 p.m. After 45 minutes he told me he ordered the parts needed to fix the water heater, and since it was so late in the day the parts would probable not be ordered till 4/15/08 and arrive on 4/16/08 so he scheduled the repair for Thursday 4/17/08.

315- Tuesday 4/15/08 @ 2:06 p.m. Darcy called back very nicely and said "that the store manager would not be in today after all," but she connected me to Ruth in the water heater depart. Ruth, who was very nice, was calling to help expedite the shipment of the parts and repair of Brand new water heater. This was a 6 minute call. Tuesday 4/15/08 @ 2:15 p.m. Ruth, who was very nice again, was called back and said "the parts were expedited and would arrive by UPS Today 4/15/08 or 4/16/08 and when parts arrive to call C.S. to reschedule the repair date." This was a 6 minute call.

1-800- Tuesday 4/15/08 @ 6:25 p.m. I received an automated phone call requesting me to call C.S. and to reschedule my repair of my Brand new water heater. 315- Tuesday 4/15/08 @ 7:53 p.m. Ruth, who was very nice again, called back and could not explain my 6:26 p.m. phone call with C.S. 1-800- Tuesday 4/15/08 @ 8:02 p.m. - was told by C.S. (Ruth) the parts would arrive Friday 4/18/08. And that the repair service appointment was now scheduled for Saturday 4/19/08. 315- Tuesday 4/15/08 @ 8:39 p.m. Ruth, who was very nice again, called back and said she was getting the run a round from Sears C.S. and would make some phone calls on 4/16/08 to get to the bottom of this issue.

No ID Wednesday 4/16/08 @ 12:16 p.m. - was told by C.S. that the parts would arrive Thursday 4/17/08 and to call Sears back to reschedule repair service appointment for Friday 4/18/08. 315- Friday 4/18/08 @ 8:29 a.m. Joe the Service Tech. called me with an estimated time of arrival to repair the water heater to be 1 to 1.5 hours from 8:29 a.m. I asked if he could call a half hour before he comes.

Friday 4/18/08 @ 9:09 a.m. Joe the Service Tech. called me and said he would be at our home within a half hour. He was at our house and completed the work in 20 minutes. He said the installation our Plumber did looked very professionally done. Joe commented that if Sears installed the water heater and it was not working that Sears would have brought a new water heater the next day. I would like to know what the difference between Sears's installation and a professional installation would have on replacing a defective water heater in a timely manner say one or two days instead of a week.

315- Friday 4/18/08 @ 2:37 p.m. Ruth, who was very nice again, called back to see how everything with the repair of my Brand new water heater went. I told her what happened and the work was complete. I have bought numerous large items at Sears over the last few years, like a Washer, Dryer, Garage door opener, Air compressor, Lawn mower, Powered saws and assorted tools. I have never been treated so unprofessional, had endured so much inconvenience to my family and cost so much of my time and money.

As for the reimbursement to my family for having endured so much inconvenience the cost is difficult to calculate, but the balance owed on the water heater would be a good start. I have included the minimum payment required to keep my account in good standings while you process my due reimbursement. And the documentation to backup my cost calculations from above.

This was an extremely difficult week for us as we had professional meetings which we needed to be at our best. The amount of additional time that was required to prepare for these meetings let a lone to do the normal house hold dishes with out a functioning water heater was so numerous it has taken over a week to get caught up on all the household projects. I lost a day (7.5 hours) of work, spent 7 hours on the phone (300 minutes on my cell phone on day time usage) and had to use an extra 53 KWH of electricity to get hot water for my family.

First, lost a day (7.5 hours) of work: $33.60/Hr. x 1.7423 (LEAVE AND FRINGE BENEFIT ADDITIVE) x 7.5 Hrs. = $439.06. Second my Cell Phone bill is: $50.00/month for 450 day time minutes, so 300 minutes used calling various Sears Departments 300/450 x $50.00 = $33.33 Third is the extra 53 KWH of electricity: 53KWH x $0.151/KWH = $8.00 The total reimbursement I am seeking is $480.39.