Complain about a product or service

Sears Home Central

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

debra of miami, FL July 28, 2009

I had an central air conditioning system installed in my home in January 2008. The breaker started tripping in June of 2008, once it started getting warm in Miami, Florida. I called Sears, Blue Panther the contractor for Sears came out and changed the breaker and down sized the inside of the condenser. While this was being done I requested a copy of the electrical inspection. As of July 27, 2009 there never was an electrical inspection or any plans. An electrical inspector came out to my home and is now requesting a new concrete pad, new conduit with new wiring, vent transfers, additional vents added to 2 rooms. Is this a normal process? I am concerned that the same installers and doing the new work on my home. Please help me.

Von of Miami, FL July 23, 2009

I had an appointment for Monday July 13, 2009 between 8a-12p and received a call from Sears during that time informing me of a scheduling problem and the technician would need to reschedule. I rescheduled the appointment for Friday July 17, 2009 between 8a-12p. No technician showed. Someone was there the entire time.

I called the national customer service number at 1 pm the same day and was referred to the call center that handles the area (I live in Miami). It is called Plantation Customer Service. I was told the technician arrived in Miami at 11:20a. I told the person waiting at home to not accept the service if the technician showed because the wait was ridiculous. I called the customer service number again to complain and was told that technician actually had a light day and was then told that he was in a meeting.

I was then forward to someone I guess was a supervisor. I made a mistake by not recording her name. She told me that Sears would reimburse 150 in labor and 100 in parts and told me that my file number would be my phone number and she would call me later with all of the information. She also told me that I would be rescheduled for Wednesday July 22, 2009 between 8a-12p.

I called Tuesday July 21, 2009 to verify my appointment was scheduled for Wednesday. The rep told me that all she had in the computer was my last appointment for Friday. Apparently there is no record of anyone doing anything after my Friday call. After calling on Tuesday I received a voice mail later that day informing me of my new appointment. It was not scheduled between 8a-12p as the person said. It was scheduled between 1p-5p.

I called Sears again on Wednesday July 22, 2009 at 915a and the rep (Gabe) confirmed my appointment. I asked who scheduled it and she was unable to do so. I asked because I did not and would not schedule it for that time period. She returned and told me the technician’s supervisor (Olga) rescheduled it. I asked if there was anything in the file stating that I would be reimbursed and she found nothing. I canceled the appointment during that call because I was tired of this.

mark of lawrenceville , NJ July 15, 2009

4th try to repair my central ac uint. missed time from work

Linda of Candler, NC July 15, 2009

I went to my local Sears on Sunday, July 12 to buy a new stove and over the range microwave. They were having a 20% off sale plus another 10% off Kenmore appliances. The sales associate was very scatterbrained, which I could sympathize with since it was very busy, BUT....He quoted us the correct price but when he rang it up it was more. We questioned this and he assured us that it was correct that it took 30% off. We told him we also had a 120 gift card we would like to put towards our purchase. He sat the gift card down and promply IGNORED it, I didn't notice until I signed the receipt, so he had to cancel the whole purchase and ring it up again. I was still overcharged by almost 80.

When I got home I redid the math and sure enough, he did not take the exta 10% off so I called and he STILL insisted that he took it off, but when I told him that his math was incorrect he just irritatedly asked me how much they owed me & told me he could take it off over the phone. Well, he STILL did it wrong and only took off SOME of what I was owed, which I didn't find out about until the next day when I checked with my credit card company. I called back to speak to a manager and at first he too actually started to ARGUE with me and insist I was charged correctly to begin with. I then told him to get a calculator and figure it up right then. He did and of course saw immediately that I was right.

He corrected it, or at least I hope he did - I guess I'll find out when I get my CC statement. Another gripe I have deals with delivery time. I paid quite a bit for delivery, but my stuff won't be delivered for more than 2 weeks, which is ridiculous. I'm pretty dissatisfied. I could have gone elsewhere & had next day delivery. I have all Kenmore appliances, but I don't think I'll replace them with Kenmore unless Sears makes some serious changes in regards to customer service.

oscar of kasota, MN July 10, 2009

my business burn't down I'm needing lots of stuff. Being a vet and being sear's has great policy for our vets I wanted to buy as much from them as I could. I purchased some tools and tool box, the tool box was back ordered they call and went to pick it up. pull up to pick up department and there's sign call this number not having my cell phone I walk in no one there couldn't get moniter to work and someone came out to help me. and we got it done not happy poor way to do business.

bought a freezer july 8th for del on 11th on 9th called sears as I wanted to pick it up run me through the hoops ended up talking to some that I couldn't understand ended up at store not at all happy talk to 3 people no one apoligzie for the crap I'd been put threw got it taken cared of but not at all happy as I feel I was a real burden and I wish now that I would of just cancelled the order.

Decussing this with my son and he had bought 2 new T.V.'s on back order they never call upon checking on it a mustake had been made on phone no# and order had been cancelled. How are your still in business I haven't a clue my building is going up next week and I will be spending 1000 more and I was planning on sear's but I doubt it now cuse you really suck. I'm sure sorry as I really wanted to support sear's

Ruben of new york, NY July 9, 2009

We were in communication all day with them. Everything was fine..... one phone call they said that the guy was almost finished at his last job and that he'd be over afterwards. The other call was a call to the tech cell phone, the tech said he was on his way. 4:08.... But he didn't show up. The last call was to find out why the tech dind't come and they said because it was after five o'clock so dispatch stopped him from coming. Customer service doesn't care. They wanted to give me an appointment a week from today. I missed a day of work and my food is spoiled. We've been waiting for them to fix it since June 23rd, when they first diagnosed the problem.

Jane of Leonardtown,, MD July 7, 2009

First, the automatic system does not work, they speak on and on and when prompted to give an answer do not hear or understand what you say. Second, the first person I spoke with didn't know what the charges would be for a repairman, except the initial trip charge. Was transferred to another Spanish speaking person who had a bad attitude and when time was being scheduled told me the only time was between 8 and 5 and would request they call when on their way, but they probably wouldn't. When asked if the window could be between 10 and 5, I was told the same think.

Tommy of Carefree, AZ July 1, 2009

When we purchase a new water softener from Sears a mod # 625 388250 on 5/31/2001 at that time of purchase the Owner's Manual for UltraSoft 200 water softener on page A of the manual, Sears residential water softener warranty at that time I readed the Full ten year warranty againts leaks as per follows ( for ten years from the date of purchase , Sears will furnish and install a new current model water softener tank or salt storage drum ,free of charge, if either the tank or drum deveiop a leak )0n 6/30/2008 the drum started to leak, after calling Sears I found out I will need to pay for a service call ( 70.00 ) and the labor to do the the repairs, when I asked about the warranty (Sears will furnish and install free of charge as stated in Full ten year warranty)I was told the full Warranty did not cover the labor install. This is miss leading at best and wrong to all consumer.

jacqueline of ozone park, NY June 29, 2009

I ordered a bed about a month ago paid over 2300.00 was never told that i needed to order the bed spring separtely, i called the rego park office, was told there was no manager or supervisor available at the time, was hung up on and was never given a resolution, so now for over a month a have my bed on the floor. A store supervisor named Janet called,me I've been calling her,and she is yet to return my phone calls. If i would of know i had to deal with so much !@%^, I would of gone to Sleepys and avoided all this hassle.!!!!

cesar of brampton, ON June 23, 2009

i bought a kenmore model#80560 kenmore electric 12" frying fan feb.21,2009. problem is i use five -six times for frying fish and meat but the problem is the paint coming out it means unsafe to use it. i bring it to the store and i spoke people on duty and they said they gonna order for me for replacement and once they got it, they will call me. but the thing it didnt call me back. after 3-4 weeks i went to the store and bring the stuff back and they said its all my fault for the scratch. but i explaian to them that its just past 3+months only. this stuff is 53.99+tax = 61.00 i pay. my question is iam right for this one? if not forget about it and i just charge it to my experience.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Terms of Use Your use of this site constitutes acceptance of the Terms of Use

Advertisements on this site are placed and controlled by outside advertising networks. ConsumerAffairs.com does not evaluate or endorse the products and services advertised. See the FAQ for more information.

Company Response Welcome If complaints about your company appear on our site, we welcome your response. Please see the Response Form for more information.

For more information, see the FAQ and privacy policy. The information on this Web site is general in nature and is not intended as a substitute for competent legal advice.  ConsumerAffairs.com Inc. makes no representation as to the accuracy of the information herein provided and assumes no liability for any damages or loss arising from the use thereof. 

Copyright © 2003-2009 ConsumerAffairs.com Inc.  All Rights Reserved.    The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission.