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The Company's Advice
To all authors regarding Sears repair service,
I am sorry to hear about your unsatisfactory experiences with Sears repair service. My name is David and I work for Sears. I would like to assist you in resolving any service issues. Please contact me at searscares@searshc.com and we can find a solution that meets your needs.
Thank you,
David V.
Senior Case Manager
Marie of Cranford NJ (03/16/07)
My mother had a kitchen reface done in spring 2003. She used Sears Home Central who subcontracted to Mark Four Enterprises. They no longer are associated. The job was terrible from the start and the Mark Four people were unprofessional and rude as well. They had to come back several times through the spring of the following year(2004). Now the formica backsplash is popping off all the way across to the door and so is a portion of the counter. I've written a certified letter to Sears National. No response. Mark Four, of course, is now out of the picture completely. I've spoken to at least 4 reps from Sears National and Sears Home Central today. They kept shuttling me back and forth between them, each claiming the other was responsible. I'm still waiting for a callback from Tammy, the last rep I spoke with at about 6:30 ET. It is now 8:30 ET.
Amie of Grand Rapids, MI February 27, 2007
Amie of Grand Rapids MI (02/27/07)
While shopping at the Woodland Mall in Grand Rapids Michigan, my husband was approached to receive an estimate on the siding for our home. On Saturday February 10th, 2007, my husband and I had one of an estimator come to our home to give us a quote for siding. At the time we filled out all of the proper information and paperwork, and the salesman, said he would get back with us later in the week. He did get back with us later in the week, but at that point my husband and I had not been able to talk much, but we had communicated that we probably wouldn't go through with a loan for the siding on our home, even if we were approved. The salesman called back again Thursday of that week to let us know that we were approved. I told him I would have to get with my husband about when we would be able to look at paperwork. I didn't call back that day because of this, and because I was at work. Friday evening, while the salesman showed up at my home unannounced. I was not happy about this, and he had paperwork and the approval on our loan. I firmly and politely told him I would look it over and show it to my husband at a more convenient time. He was at my home uninvited, and this did NOT please me. He also admitted to having driven by my house several times, in hopes to catch Jason or I there earlier in the day! At this time, my husband and I decided to forgo this, as we needed to focus on family matters at the time. I didn't think anything of calling to let anyone know, or anything, thinking I could take care of it later. Tuesday evening February 20th, the salesman again stopped at my home, uninvited to ask why we hadn't sent out paperwork in, and was extremely pushy with my husband. To make matters worse, he practically refused to leave, even after my husband told him we weren't interested. Several times. I was very upset at this. I immediately got on the phone with Sears customer service, and let them know how I felt about it. After being transferred for more than an hour to different departments, I finally spoke with a lovely young girl named Jenny who took my complaint and promised to pass it along to the proper division. However, February 22, 2007, I received a phone call from a strange number. Not answering, I let it go to voice mail, and did a trace on the line. Come to find out, it was the salesman.... again! I made it very clear that I didn't want to be bothered when I spoke with your staff February 20th! And then again, tonight, February 26th, 2007, my husband was contacted by the salesman asking when we were going to get our siding installed. Furious, he hung up on him, and I again, got on the phone with your corporate office.
My husband and I no longer want to pick up the phone because this man is constantly calling. Sears won't get back to me, and I am at my wit's end. I have much more important things to worry about right now than siding for my home.
Lisa of Pelham, NH January 1, 2007
Lisa of Pelham NH (01/01/07)
Ordered a game table for my children for Christmas on 12-6-06. It was scheduled for delivery on 12/8 and it never came. It was delivered to the wrong address. Spoke with Sears.com at least 6 times to rectify the situation and it was never delivered and although I was told I would be contacted, I never was. I had to go through my credit card company to get my money back. Sears never agreed to reimburse me. Kathryn of Medford, NY August 11, 2006
Kathryn of Medford NY (08/11/06)
In July I called Sears to have repair done on my washer machine that basically died and was given a date of 8/7/06. I explained that I have to get it fixed sooner if possible as we have 10 people in the house, 7 of them children. They took down my cell# and told me if there is a cancellation that they would call me. They did not call. On 8/7 a technician came to my home and ordered the parts to fix the washer and told me that when they were received at my house to call the 1-800# back and tell them so he can come back and install them. I called and was given a date of 8/22/06. I have been running to the laundry mat and told them this but they said that was the next time they would be in my area. I never ask for priority service but this is ridiculous.
I have tried to call their Nat'l Customer Relations # and have gotten nowhere. They make you hold on then they disconnect you or transfer you to the wrong dept. This is not the only issue with Sears Home Repair. I also have a refrigerator that is too under the Master Plan Warranty that I called them in June and they came 7/8. The refrigerator was leaking from the ice maker (in the freezer)and the damper in the fridge part was icing up and there is a crack on the inside of the fridge. The tech came and changed the tube into the ice maker and left paper towels on a ledge in the back of the freezer and left (after changing my water filter I paid extra for.
Shortly after the back of the refrigerator started making a loud horrible noise. It sounds like I have an airplane in my kitchen. I called them and they gave me a date of 8/14 meanwhile I have the washer issue going on and the fridge was doing this noise late at night. This would go on for at least an hour at first.I called them and they said they could not move it up. Kimberly of Mechanicsville, MD August 11, 2006
Kimberly of Mechanicsville MD (08/11/06)
As a principal of a busy school it has been difficult to work around the idea that a repair man will arrive sometime between the hours of 8 and 5! When calling to request service on my 1 year old Kenmore dishwasher I specifially asked if someone could call me 20 minutes before arriving at my home so that I could report to work but make it to the house in time to meet the repair man. The first time I scheduled the repair my request wasn't met. In fact, that night I came home to find a note on the front door that the repair man had been to the house at 10:30 that morning.
I then called to reschedule the appointment and this time someone did in fact call before coming. The repair man supposedly fixed the dishwasher and did his best to convince me that a one year extended warranty would be in my best interest. Having owned a diswasher for 10 years that had never given me a problem I dedided that the warranty probably wasn't neccessary. Wouldn't you know that when I attempted to use the dishwasher it was broken! I called once again to schedule another repair and requested again that I be called in advance. Luckly on the day the repair was scheduled my neighbor happend to notice the repair man in my driveway and immediately called me. I was never contacted like I had asked!
I rushed home to the news that the repairs would cost 174.00! The repair man reported that the diswasher needed a heather and themester. I told him that I would appreciate it if he would leave the fauty parts on the counter when he left. Upon further investigation (25-30) he announced that the problem was not the heater it was the motor and it would not cost me 340.00 to repair a 450 diswasher! I have no faith in this man's ability to repair my dishwasher at this point and demanded that the leave my home. I get the run around from Sears and they are not able to tell me what the percentage of repairs are on this model of dishwasher. I have missed numerous hours of work trying to resolve this problem and spent 45 minutes on hold this morning and another 30 this afternoon attempting to speak with a regional manager!!!! I think I have a lemon and I will never buy a Kenmore product again or step foot in a Sears store! Jim of Farmingdale, NY August 2, 2006
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