Complain about a product or service

Kenmore Gas Grill

mike of concord, NC August 30, 2009

i have a stainless steel kennmore grill that is 4 years old, the burners have blown out, flames shoot out of the holes that exist on the burner tubes. i called the number on my manual, the burners are under warranty, but they are going to have to send out a service tech to determine that the burbers are bad at my cost. told them if the parts are under warranty and failed, i should not have to pay them to come out here to tell me that the parts are bad, i can take the grill to sears or i can take pictures or a video and send it to them to verify that the burners are indeed bad.(why would i put myself through all of this if the burners were not bad?)

any way the manager i spoke with went to her spill about how it was policy, i'm sure she has done this many times because she knew her policies. they have no concern for anything but the policies they follow. i told her that was okay, i would type up some complaints and never go back to a sears store again, and one by one they would loose the buiseness and she would eventually have no customers to explian her policies too. so people... don't buy that expensive grill at sears. by the way mine is the M#141.163292 and it was purchased in 2006 on sale for 699.00 and they want to charge me a service fee to send someone out to my house to tell me the burners have big holes in them with flames shooting through them. good job sears, you just lost another customer. you know if you loose enough custmers like me maybe you can just close the doors and go home for good.

Cary of Colonia , NJ May 8, 2009

Well...I have a Kenmore Gas Grill I purchased from Sears on April 20th 2008. The 1yr warranty has since expired but I tried using the grill last night and noticed that the top above the 2 burner controls in the middle was getting very hot. I shut the grill off and noticed that the burner knobs were melted. I called 1-800-4 my home and they told me that the warranty was expired and that there is a 5yr limited parts warranty and the burners are covered but if the technician comes out it will be a 96 dollar service charge and if the part is warrantied than there will be a charge for labor. I checked into it further today and found that the burners are leaking at the valves behind the knobs. The gas is actually coming out like a mini blow torch.

I feel that this should be fixed for free and no money out of my pocket. I only used the grill one summer and this happens now. This is obviously is a manufacturer defect but yet they would rather lose a customer instead of making me happy and taking care of the problem. I have been a Sears customer for a very long time and so is my mother and sister. I have a Sears Gold card that I also use quite frequently. I am going to contact shame on you and send a copy of this letter to better business bureau as well. Not for nothing but with all the complaints on this site about Sears you would think they would want to make there customers happy. Instead it seems to me that they are making a lot of people very unhappy. In these very difficult economic times money is tight and this is just just not fair.

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