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Kelly of Memphis TN (07/03/08)
This refrigerator/top freezer was bought in January. The delivery guys had a terrible time getting it in the door, and scratched it up some. We had to take the door facings off to get it through. However, a few scratches were to be the least of our troubles.... The freezer compartment made some odd noises. Enter Repair guy # 1, Fred,who told me that the noises were normal, and then noted (upon opening the door) there was too much food in the freezer saying the freezer wouldn't work as well if the freezer was full.
So, we waited about 2 weeks and called Sears again, & the next repair guy came out. Repair guy # 2 (Robert) said that the noises were normal, too. By that time icicles had begun to form on the top middle of the freezer, and he deducted that the gasket seal was the problem. He ordered one, and a week passed. It came and was damaged. I called Sears and they ordered another one. It came, and Robert deducted that it also was damaged. He ordered another one. Robert came back a week later to install it but gasket #2 was damaged so he ordered another. (Each time the gaskets were ordered they were delivered to our home, for reasons unknown).
Week # 3 Repairman #3, (Chris) comes into the picture, who installed the newly ordered gasket. Upon looking @ the newly installed gasket, and comparing its fit with the refrigerater gasket, I felt the fit of it was even worse than the first. He said it took time to charge magnets, and that would make the rubber in the gasket fit better around the gasket in a few days. (Upon delivery this last gasket it didn't appear damaged). When I said that theory didn't make sense, he said he would just put the old gasket on, and have his manager call me on Monday. This service call was on a Friday. He said I could Fuss @ him real good.
That was 2 weeks and I haven't heard a peep. I have caller id so would know if I had received a call. I need advice on what action can be taken. Should I return the appliance and try for a refund, due to the frig/freezer still being under warranty? Should I call Sears and try with new repair techs and start the whole process. I don't have another 7 months as the warranty will be over in December. I have stress about the hassles that has ensued,and whether this appliance is defective, and whether it will die in the next few years. Having dealt with this since January, I would very much appreciate your help!
Rousseau of Chesapeake VA (07/01/08)
I had purchased a NEW KENNMORE bottom freezer refrigerator Elite Trio, and was delivered today(I had just moved to a new house and needed new appliances). The refrigerator is not in working order(no cooling...no freezing...it supposed to be a refrigerator not an oven). I called Sears at the 1-800 number and was told it was a 2 week wait for a service call. (BRAND NEW REFRIGERATOR LESS THAN 24 HOURS)
Stress...I lost everything in the freezer...
Teri of Port Orange FL (06/28/08)
Our Sears Kenmore refirgerator caught on fire around midnight June 27,2008. The manufacture date is 11-2003, 5yrs old. I looked up recalls and found that they have recalled some units (trio) that describes the exact defect that we have experienced. The fan motor next to the condensor malfunctioned and started a fire, We unplugged the unit and fortunately no injuries occured.
I called Sears and they are not going to repair the proble, They will charge me 241.00 and give me a 12 month guarantee on the part. i feel that they should make the repair as it is faulty parts that they have used in their product. This may not do a thing to have my refrigerator repaired but it will show the lack of consumer service provided by Sears.
My refrigerator no longer works and I have the choice to pay Sears to repair or buy a new one.
Keith of Miami FL (06/26/08)
We purchased a Sears Elite refrigerator - freezer in November 2007. Six months later it broke ( there is a one year warranty). A service technician came to fix it and determined that the problem was not repairable. We were given a case number and told to call One Source, Sears' customer service center.
They told us that the model had been altered and the new comparable model was $800 more and we had to pay the difference or they could not do anything. We have tried to resolve this problem for two weeks and keep getting a run around. We are never able to follow up with the same person and have to start over with someone new who refuses to assist and then drops the ball.
We currently are out the cost of the refrigerator which is $1,788.99. We lost all of the food in the refrigerator and freezer which was approximately $300.00. We have had to make three trips to the store which cost about $20.00 in gas and 6 hours in time. I have been on the phone with One Source and the store for another 8 hours. They will not replace the refrigerator and will not give us a refund so we can buy one somewhere else.
Robert of Sugar Grove, NC (06/23/08)
Our 5-year-old Sears Kenmore Elite made a clicking sound and was repaired on March 27, 2008. At that time we purchased, for $250.00, your protection? plan. Less than three months later, on June 8, the refrigerator and freezer once again made the clicking sound and stopped working. Sears could not get a repairman out here until a WEEK later. Meanwhile all our food spoiled.
When the repairman finally did get here on June 16, he said our condenser was broken and would have to be replaced. He could not get the part nor be able to fix the refrigerator for another week. We called to have the repair moved up because of health issues requiring refrigerated medicine and were told someone would call us back in 24 hours. That was five days ago.
Tonight, Crystal from Sears called us and said the part we needed would not be in when scheduled and we would not have our refrigerator fixed until JUNE 30. When asked to speak to her supervisor, she told us that Ofie would call us back in 15 minutes. Needless to say, Ofie did not call back.
Then, about four hours later, Thomas called to see how we were doing. When we told him about the June 30 repair date and our extreme dissatisfaction with not having a functioning refrigerator for over THREE WEEKS, he said he would check on it and call back. We havent heard from him. I have called their Customer Relations? number and am continually put on hold while I deal with one ineffectual phone person after anotherall with NO positive result. There doesnt appear to be anyone you can speak to who will take responsibility or accoutability. They all just read whats on their computer screens.
My husband has diabetes and needs to have his insulin refrigerated. We live in a rural area and ice is not readily, conveniently nor economically available. A picnic cooler is not a medically-approved refrigeration source. We cannot buy food that requires refrigeration so must grocery shop every other daythe nearest grocery store is 11 miles away. Were paying $4.00 a gallon for gas.
The damage that is on-going at this date is that my husband's insulin supply is being compromised by inadequate refrigeration. Sears could have offered to lend us one of those small apartment or dorm sized refrigerators or something that would be better than a picnic cooler for storing his insulin. The added damage is what is being done to our attitudes and nervous systems because of the extreme aggravation of getting nowhere with Sears.
Christine of Round Hill VA (06/19/08)
We bought a Kenmore Freezer on the bottom refrigerator Feb/March 2007. On April 22 2008 I left to take my son somewhere and my husband came home 20 min later. When he walked in the door he smelled smoke and started looking for it. After a few minutes he opened our refrigerator only to find it burning. The doors had been closed tightly and he found the fixtures, assembly all hanging from the top totally melted.
I called a repairman who came out the next day and said he did not know what caused the fire and had never seen anything like it. He told us I needed to contact sears. I sent an email to sears explaining the situation, and they said to give them a call, so I called and I waited on hold and waited and never got through. I guess this was not important.
June 5 2008 the unit completely stopped working. We called the repair co. The technician came out and said that this refrigerator was a Lemon we needed to call sears. He decided he would call, they set up an appointment for their tech and would reimburse their techs charges. The Tech on the 13th would not charge me because the refrigerator was so bad off.
The Sears tech came out June 17 2008, said same thing the other tech did. Told us to call sears and request a new one. We had told him it was not under warranty and he said the unit should have lasted 10 years.Even he did not charge us for the service call. We called sears and spoke with several people and everyone of them offered $100 towards repairs or towards a new one at their store. The tech from sears said the parts were over $800 and that doesnt include labor. We spent $1500 dollars when we bought it last year and they are crazy if they think We will ever step foot in one of their stores again.
Now we have a broken refrigerator sitting in the house.We can't afford to spend that kind of money each year. People like sears need to be held accountable. They have had recalls for refrig fires in the past. If mu husband had not come in, what would have happened? The original fire was probably to blame for it not working.
Kim of Little Rock AR (06/16/08)
I bought a fridair refrigerator from sears little rock on feb 2005. The refrig. is bubbling up on the paint around the ice and water in the door. I was on hold trying to select a choice from the call center for app 30 min. I spoke with two different people who was rude and not interested in helping me. The young man at the north little rock store told me I should have bought a cosmetic warrenty that I did not even know existed.
The next gentleman in service told me he would be glad to help me for 79.00 service call. He then said I dont know what to tell you but to call the refrigerator company. Bottom line a refridgerator should last 20 years without any problem. The problem here is not the refridg. It is the lack of customer service from the service call center and the store. I still have not spoken with a reasonable person that could help me with my problem. I have never seen such a lack of concern for customers in my life. I do apoligize for not writing down the names of the individuals that had not concern for customer service. However; My plans in the future for appliances will not be sears due to the nature of these issues.
Donna of Edgewater Park NJ (06/15/08)
I purchased an LG Fridge in Feb. The seal on the bottom freezer would did not seal tight. I didn't notice it until the end of May. 7 June some one from Sears came to fix it (2 hours past his 8-12 time frame. It worked for a while, but now the door just comes open because it can't seal,
Sears can't help for for 2 days (unacceptable). And I now have a chair propped up against the freezer door to keep it shut. I feel if this product is not fixed correctly this time, you should replace it at your cost and my convenience as soon as possible and pay the electric bill that will be piling up because the seal on the freezer will NOT SEAL, the result being the door just opens.
Mental stress, time lost from work and possible loss of food in freezer. I am not ready to hear from your attorney. I JUST WANT THE FREEZER TO WORK PROPERLY. I purchased in good faith. Your company has not provided the same.
Bobbie of Oshkosh WI (06/14/08)
I bought an LG washer and dryer, a Kenmore refrigerator and a Whirlpool range all to be delivered to my new home 80 miles away. I had to have the range replaced right away because a large chunk of enamel had been broken off on the control panel when it was delivered. The Kenmore refrigerator developed ice in the freezer within the first week of use. The technician who came out said the seal was bad in the freezer and the refrigerator and he could caulk it but that would be a temporary fix. He suggested I call the sales dept at the store where I bought it. Due to the distance from where I now live I selected a different refrig over the phone with the salesman.
On the day of delivery of the Maytag refrigerator the delivery man called and said he discovered a dent in the fridge and did I still want it? I told him no. I called the salesman AGAIN, I was told they would deliver another Maytag tomorrow. The delivery man called immediately and said the facotory was unable to get one to them for another week. I still don't really want a Maytag I have read so much negative about Maytag now that Whirlpool owns them. I am so upset. I am now going to cancel the whole refrigerator thing.
I am so frustrated with how many phone calls it has taken and how many un returned phone calls since I initiated all contacts to get these issues resolved. Once the salesmen get paid for their sale they don't want to get involved. I am fed up. I still don't have a reliable refrigerator. And I bought all this on deferred payment!! I am so glad I have not paid for this yet!
Richard of Concord N.c. NC (06/12/08)
First time I contacted Sears regarding a side by side Elite for about $2200, and freezer stopped working, told a service call would be about $75.00, plus parts and second service call to install. Called a local company, they came out and knew the problem and had the parts. China supplies defective parts in the motor unit that always breaks and this local company went right to the problem. Fixed on the spot for a little over $100.00.
Now my door handle is falling off, and how to fix by the manual does not work. Can not get any response from there headquarters, a joke on contact us, even the store manager will not accept calls, if a complaint. They do not want future business after my entire house is sears. Sears should be investigated for purposed fraud and deciet to the public intentionally.
Hiram of Brooklyn NY (06/11/08)
I bought a refrigirator from Sears around July of 2004. The refrigerator stopped working properly (stopped cooling) after two years. I called the Sears Repair Center and they sold me an additional Service Agreement, since the one I had had expired, so that I did'nt have to pay for parts and repair.
They sent a technician who came looked at the refrigerator, and told me that the compressor was not working, and that it had to be replaced. He also said that there was no need for me to have bought the additional service because the refrigerator had a five year manufacturer warranty on the compressor including labor and parts. The compressor was changed and at the present time it stopped working again.
I called Sears, they sent a technician and he said that the compressor went bad again and that I should buy a new refrigerator because its was going to cost me $350 to fix it and that it wasn't worth it. I called Sears again to inquire about the manufacturer's warranty and they basically told me that I had no more warranty becaus the replacement part only had 90 days of warranty and the 90 days were expired. My owner's guide says that I have a 5 year warranty on the compressor, parts and labor. The five years are not up yet. I feel that even though they changed the compressor 2 years after purchasing the refrigerator the warranty should have gone the full five years not 90 days. I feel that Sears has trated me unfairly.
Eugene of White Pine MI (06/02/08)
i just wanted to tell sears and whoever that i bought a kenmore elite and paid 1899.00 for it and it has been nothing but trouble ....... i have had 3 ice machines replaced and not it is not working again...... a motor went out ...... i have spent hundreds on it and would not recommend to buy another kenmore product.... i thought it was a good product.....for the money i paid. well guess what i will never shop at sears again
Julie of Rochester NY (06/02/08)
I purchased a refrig and a oven in oct.The del/install dept came to del. The old frig was a built in. The del/install took out the old and slide in the new. The frig broke memorial day weekend. The service man couldn't come till that week. ok, we wait. the part was ordered, didn't come. the service dept calls and reschudules. The part comes, i call and set up an appointment. Again closing my business so i can meet them between [their] hours. They could not call me 15 min previous, they could only give me a 4 hour windowRepair man gets here, sorry can not install part. Part in behind frig. NOT allowed to move. YOU PUT IT IN PLACE!
My husband and myself TAKE MY CABINETS APART because when [their] INSTAllers pushed it into place they jammed the wheels! So NOW ruined cabinets that are customed made! I call and rechudule again. They say between 8-noon.NO ONE shows up. I call They say NO you are suppose to be 1-5. SO ANOTHER WHOLE DAY I AM CLOSED AT MY BUSINESS. This is AFTER i got disconnected 4 times and put on hold for 25 min waiting for a supervisor. I asked about the reinbursement for the food lost, The response i got was you do not have the coverage, someone canceled it on you!! WHAT! You need to call xyz this time.
Again 45 min on hold transferred lost call and dial tone! I am so upset and noone cares. It is now 4:10. Still NO ONE IS AT MY HOUSE. I really do not think sears will ever have my business again. After 3 frig, 2 ovens, 5 vacumms and several other thousands of merchandise. I think i am done. What do i get. I am sorry have a nice day. WHAT WOULD YOU DO?
lost food, lost work hours, lost cabinets...my loss $10,000
Amy of Lavergne TN (06/02/08)
I have called atleast 25 times today. I have been hung up on repeatedly by employees who do not speak or understand english. I am extremely dissatisfied and will not be purchasing anything else from sears. I spent over 2000 in [their] store and fully whole heartedly regret it. I have never dealt with such ignorance before. Employees are very lazy and do not even know the products they are selling. A complete over haul of [their] Nashville store would help
My refigerator DOES NOT work. I can't connect the doors. I have a new fridge just sitting for almost a week now.
Suzanne of Sunnyvale CA (05/20/08)
We ordered a refrigerator and was promised delivery the following weekend. We received a call the night before saying the item wouldn't be delivered for five more weeks. The night before the delivery date, I received an automated call that asked me to hold. That evening I called Sears delivery number to check on the time they'd deliver the refrigerator. I was informed the item wouldn't be delivered for another 2 weeks. If this is their idea of customer service, they don't deserve my business. To add insult to injury then charged my credit card the day of purchase--over 5 weeks ago.
I have lost food, patience and most of all, my faith in Sears.
Sharriff of Orlando FL (05/17/08)
I purchased a Kenmore Elite 3 door refrigerator, that was recalled, the freezer keeps snowing, repairs were done at least 3 times, I am trying to return/exchange appliance for another, unable to get help from sears
Linda of Dadeville AL (05/14/08)
We purchased a Sears refrigerator for $2100 3 years ago. We have had it repaired more times than I can count. It leaks water on the floor, the main shelf has broken twice, it moved an inch everytime we opened the door, etc. If Sears would spend as much in making a sound product as they do hiring to sell warranties, they'd be more successful.
The refrigerator is junk...very expensive junk.
Mary of Deer Park NY (05/13/08)
My refrigerator and freezer stopped working Saturday May 3, 2008. We called Sears the same day and they said the soonest they could come was Wednesday May 7th. They did come Wednesday and said we needed a compressor which they had to order. We were instructed to call the service center to schedule the installation as soon as the part arrived at my home. The part arrived 3:45pm on Thursday and by 4pm I was on the phone to Sears. The representative scheduled me for Friday the 9th from 8-5.
On Friday morning about 10 am my husband called to find out about what time the technician would be there and the representative told us that she was sorry, but they would have to reschedule the appointment. We were more upset about the fact that this company did not have the courtesy to call and tell us the service had been canceled. On Saturday morning we called again and were told we would be scheduled in that day anytime from 8-5pm. By 3:30pm we figured that was not going to happen, but when I called I was told I was still scheduled and on the service technician's route and he would call asap. There was never any call made to me and now I am waiting home today (Tuesday May 13th) for an appointment. Again when I called at 12:30pm I was told the technician would call me within the hour.
We have had to throw out all the food in our refrigerator and use my daughter's small college refrigerator to store milk, juice and yogurt. We have bought ice daily to keep other food products in coolers. I have had to take a day off from work and am very frustrated with the whole process. I'm sure there is nothing that can legally be done but I just wanted to vent my frustrations about this company that for years I have always thought so highly of.
Lee of Clinton PA (05/11/08)
I purchased a compact refrigerator on Sears.com for pick-up at the Sears store in Calcutti, Ohio. I called Sears.com's 1-800 number and cancelled my order within 24 hours and now I've been charged a RESTOCKING FEE. Prior to ordering it, the website said I would have the refrigerator within 5 days. When I got the confirmation email it said 15 days. I didn't want to wait forever so I cancelled the order.
The store owner gave me the runaround saying that he didn't charge me a restocking fee, but it sure showed up on my charge card. However, he told me it is their policy to charge one. When I phoned Sears.com everyone I spoke to had a different story and placed me on hold for 10 minutes at a time while the representatives spoke to their supervisor. None it apeared knows Sears' refund policy. I had to tell them what their website said about restocking fees on cancelled item. THERE IS NO RESTOCKING FEE!
Finally after 3 weeks of calls, they got rude and told me to talk to the store and around and around it went. According to their website, Sears.com does NOT charge a restocking fee. And the store in Calcutti, Ohio charges a restocking fee! So now I'm fighting to get my money back.
My credit card (Sears Mastercard) refuses to credit my account for $25.50.
Robert of Barre VT (05/10/08)
We purchased a new Kenmore refigerator in November 2006. It stopped working correctly in May 2007. Now buying a Sears Kenmore oven, in 2001, that broke after less than 2 years, which cost us $300 to fix and then buying a Kenmore grill, Microwave/rangehood, and then a GE dishwasher at Sears you would think we would be smarter.
Anyway we called Sears and the lady who barely spoke English said that for $251.99 they would come fix it and we would get a one year warranty. So grudingly we agreed to pay the money to get our 1.5 year old refigerator fixed. The technician showed up after a week (while the refigerator ran constantly running up our electric bill) and said that the contract was only good up to $500 but it would only cost around $250 to fix.
He had to order 2 parts and told us to call when they showed up. They came in last Wednesday and we called and they said they would be back on the 15th. I asked if they could come sooner and they came today (May 10th). The new technician said the parts were not the problem and it would cost over $800 to fix it and we would need to pay another $380 to fix it although he couldn't guarantee it but was pretty sure but it could still cost more. We didn't have the money so he left. We have a broken $1200 refigerator, have paid $251.99 and have nothing to show for it. hank you.
Over $100 in food in freezer ruined. Paid $251.99 for nothing, huge pain and suffering, have to feed a family of 6 (4 young children, married parents) without a refigerator so it costs more.
Ethel of Staten Island NY (05/04/08)
We purchased a Refrigerator at the staten island sears in new york about 2 weeks ago.We spoke with the sales representative and decided on the size. This was ordered for an 88 year old woman who is leagally blind.When the refrigerator arrived the size was to big and the guys who delivered it did not take it back. I ordered a new one with the right size and first off they wanted a 15% restocking fee which i think is unfair because the drivers should have taken it back.
So, we placed an order with the right dimensions and for no good reason the order was cancelled because they picked up the one that was too big without sending the new one. So, we spent another 4 hours on the phone to get things straigtened out. Again , the order was cancelled because they did not have anything to pick up. This is for an 88 year old lady who has not have a refrigerator for 2 weeks. I could only say sears has a incompetant crew working for them. please reply
an old lady without a refrigerator because of incompetence.
Richard of Concord Nc. NC (05/03/08)
Pretty much told off regarding a probem with new refrigerator, and not under a warranty. Does not make ice, told a $65 charge to let me know the problem plus service call parts and labor.............A $300-500 bill?. Why is sears doing this? This should be national news.
Marilyn of Van Nuys CA (04/30/08)
Isn't Sears knows for their Bait and Switch. They are so scummy, and here is how: Kinda saw a refrigerator I liked with my husband, and it had a huge sign on it for $1299.00. My husband wanted to leave, so as we were walking out, there was a HUGE promotional sign that said: All Kenmore refrigerators 20% off and free delivery and pickup of your refrigerator. I said to my husband, maybe we should reconsider, as price is good! He said to go for it. So, I said I want this refrigerator that is on sale and brought the sign over. They said that it was a promotion and it was over. I asked them why they didn't remove the sign. They got snotty with me.
They called over some Assistant Manager named Armenia. All of a sudden she didn't want to honor it. They the Associate said: See the huge sign on the stainless steel refrigerator, in small print it says, STAINLESS STEEL $1500.00. Of course, I threw a fit. All they are intersted in doing is selling extended warranty contracts. How can they do this? They wouldn't honor the sign they had up, because they said it was a promotion AND not for sale items. Of course, the sign didn't say that! This is Sears, known for BAIT AND SWITCH. My husband didn't even want to go in, he described his last shopping experience in Sears, whereby they advertised some tool, but they never even had it, switched him to some other one, and said it is similar! We were laughing going home.
The damage to my husband and myself is this: 1. Stressful both of us! 2. My husband can't walk, needs new hips, so he is in pain going up escalator when he didn't have to. 3. Anxiety for both of us. 4. Gas cost You NEED TO FRY Sears. They even gave me a telephone number of the Store Manager who didn't answer the phone. They are horrible. You should have seen them trying to sell Service Contracts!
They did two things wrong: 1. Put a misleading sign on the refrigerator 2. Had a HUGE sign saying that they were giving 20% off on all Kenmore appliances. I could care less about getting their refrigerator. You should have seen them making fun of me, with a smirk on their face.
Amy of Seattle WA (04/16/08)
Our kitchen filled with smoke and an awful smell and it turned out to be the relay box to the compressor of our 4 year old refrigerator--Sears Kenmore Model 106.53342300. Only a non-sears appliance man let me know that this regularly occurs with this model, and that it WAS in fact under warranty, though Sears initially denied that it was under warranty.
Now I am without a refrigerator for more than a week as I wait on the parts, and have no guarantee that it will not burn again. I am afraid to have this happen again--as we may not be home next time to turn off the power. I have tried to let my complaints be known to Sears, but I am constantly passed around to different people who don't care. I will never purchase appliances from sears again.
Loss of all the food, and still waiting for repairs 1 week later. House still smells like burnt plastic one week later.
Adriana of Calexico CA (04/05/08)
I purchased a Sears side by side stainless steel refrigerator Model 106.44273600 in January 2007. The walls inside the refrigerator have begun to crack. I called Sears and they said I would have to pay to get this repaired because it has been more than a year since the date of purchase. I told them I would not pay for this since I believe this is a manufacture defect. This should not happen to a refrigerator, especially one that is a year and 2 months old.
David of Oak Harbor WA (04/05/08)
I purchased a fridge from Sears, after having problems with Sears with 1st fridge and defects in liner (cracking). The sales persons sold us a protection agreement on the next fridge that would cover any similar defects. This fridge now has the same defect as the others and Sears now states that they cover the cracks with tape and epoxy but no proper, permanent repairs with new parts.
Time lost from work to meet the repair techs. Our original fridge (not a sears) didn't have these defects and these defects are not what we bargained for when purchasing a new fridge and a warranty that we were told would cover it.
Ann of Brier WA (03/15/08)
The refrigerator door is falling off of my refrigerator. I paid to have Sears come out twice to try and fix it, and after the second time they said I needed a new door. I ordered the new door which was delivered, but I had to set up a separate time for installation. The first time I scheduled and took a day off work, they called me that afternoon and said that they were overbooked and too busy to come. The second time I scheduled and took a day off work, they called me in the morning and said their repairman was sick and they had had no one else to come out.
The third time I scheduled and took a morning off work (Sat), they called the night before and said they weren't coming in the morning, they were coming in the afternoon instead (when I had to be at work). I called and told them I couldn't take the afternoon off, only the morning, and the only day off I had left to take off was on Monday but they refused to come on Monday. Instead they told me the repairman in my area was already booked, and they refused to bump someone else to get my problem resolved, even though I had already missed 3 days of work and they had bumped me off their schedule 3 previous times. At this point, I am not scheduled at all for them to fix the door!
Door is not closing properly and is about to fall off. Can't keep food in it because of a safety hazard not being cold enough and I have missed work trying to get them to follow through on their agreements and commitments to replace the door.
Diana of Rockwall TX (03/15/08)
I purchased a freezer under a interest free plan for six months. The plan expired in January. Full payment needed to be paid in December. I did not receive my December statement, therefore caused me to be a few days late with the full payment. I called customer service and explained my situation. The manager compromised and suggested I pay the full amount that moment.
Once I received the next statement with proof of payment, I needed to call back and have them remove the interest. I called to request interest removal. That did not happen. Instead, I was aggravated which caused me to request my account be closed. I also informed the rep that I was not going to pay the interest. Today, I received another statement with an additional late fee. My family's history with Sears has spanned over 3 generations. With Sam's, Costco, and others competitors encrouching into Sears' once sacred customer base, this type of customer service is surely to determine the decline of a over a century company. The staff handling customer service has informed us that the corporate has stressed that customers are not always right (actual quote from an employee). If there is any truth to this statement, why would anyone be inclined to shop at Sears in the future.
Amy of Johnstown NY (03/11/08)
I purchased refrigerated at their scratch and dent sale, paid to have it delivered. It never worked, when I called their service center I was put on hold for 22 minutes then they hung up. I was able to call the salesman that sold it to me that did have a service guy come the next morning. The service guy told me that it had been worked on before and there was a leak and there was no freeon and had not been any since it was so called repaired and the leak was so bad it was unrepairable. When I went to the store the same night I was told I could pick out another one, pay the difference in cost, but I would have to wait over a week before anyone could deliver it. When I refused and told them I wanted a total refund he did give me one but could not give me a date when they would be able to get the nonworking one out of my home. They sold me a product they said they tested and work 100%, they lied. And would not think about refunding me the food that was lost unless I bought the extra protecting plan for $149.00 first.
I was left with no refrigerator for 5 days, and lost all the food in it. And had to go to another local store and spend and extra $200.00 to purchase another frig. and have it delivered the next day.
Leanne of Knoxville TN (03/10/08)
We bought a Sears Coldspot refrigerator in January '06. I came down in the middle of the night to get a drink of water and found that the ice coming out of the ice maker was melted. I opened the door, and the freezer was filled with water from all the melting ice. I opened the refrigerator and found the contents warm. I used a thermometer, and the inside temp. of the freezer was 48 degrees and refrigerator was 54 degrees. Our neighbors have the same refrigerator and bought it the same month, and their icemaker has been broken for the last three months. We have a repairman coming this week, and we went ahead and paid the $250 to get a warranty (assuming the repairs will exceed that).
Not only did we lose several hundred dollars of food in our refrigerator and freezer, but I have a newborn and lost five weeks of pumped breast milk that I was saving for when I go back to work in a few weeks!
Omar of Anaheim CA (03/06/08)
This refrigerator was bought on march 28 2006. It was under warranty from the company Kenmore. It broke in three months and it was attempted to be repaired but it kept breaking. We wanted to exchange it but they didn't want to and then the warranty expired. They want us to keep repairing but it's never going to work like it should. The problem is that it gets frozen even in the refrigerator part outside the freezer.
As a consequence we have to pay for repairs that we never had to pay with our other refrigerator, and our food can get bad when it's not supposed to happen.
Lola of Lomita, Ca CA (03/06/08)
I am so mad. I bought a Sears/LG made side by side bottom freezer fridge in Sept of 2006. It is March of 2008 and the lights have melted, the light sockets almost caught on fire and the 2 latches on either side of the door fell off. The Sears repairman came out and unfortunately cannot do anything unless I want to pay over $800 to fix the problem. (this is not including fixing the latches on the side of the door, because it would mean changing out both seals as well!) The problem is that, even though it was purchased at Sears, they will not fix it under warranty because the problem is in the manufacturing so it is not their liability. We should have purchased the extended warranty. What? How about telling the consumer the line is no good. The repairman knew all about the LG fridge problems and asked us to contact LG directly. Which I will. The issue I have is now is why Sears continues to sell this line? I will go to LG for some recourse but I also think the stores that continue to sell this line should be held accountable!
Maria of Southwick MA (02/26/08)
We purchased three major appliances from Sears and took out the extra protection on all. (very costly). We purchased these in August of 2007. (1st full day off of work for delivery) We have had several problems with the refrigerator. 1st - the ice maker wasn't working. I called customer service for repair and they told me it was probably the plumbers fault who hooked it up and to call them back. I did this and had to pay another fee (to the plumber to have him back) because it wasn't what he had done. (day 2 off of work). I called customer service and told them that the plumber said it was the refrigerator. They told me the would have someone out 9 days later, between 8 am and 5pm (3rd day off of work). That problem was fixed.
Then our freezer seemed to stop working. I again called customer service to have someone come out. (we lost all the food in our freezer) 10 days later. When the service man came he told my husband that we left the door open. (my mistake I should have been home) That was not true. I pushed on the door several times, because I couldn't believe our NEW fridge was breaking down. (4th day taken off of work). I then had to call service again to have someone come out because it still wasn't working. (it did get cold then warm, then cold again). 5 days later they came again (5th day off of work). This man told me that the compressor was going and he didn't have one on the truck so he would have to order one, and 10 days later someone would be back, again between 8am-5pm (now this will be the sixth day of work off). We lost another full freezer of food. I did try to call back to see if we could get someone earlier and the woman on the phone said NO!. This is a total of almost 2 months with no freezer and now our main part of the refrigerator isn't keeping anything cold either and I have had to move the milk and juice outside to keep cold. This is totally not acceptable. My last refrigerator was 15years old and didn't have any trouble. When I told the customer service rep. that I wanted this one returned and a new one she said we couldn't and that's why they have warrantees.
We have lost so far 5 days of work (pay), 4 if you don't count the day they came to bring the refrigerator. We have lost at lest $600.00 worth of food. I have been stressed out because we have no means of keeping food safe for eating.
Andrea of Washington DC (02/25/08)
We bought a Kenmore refrigerator in Dec 2006. We had some installation issues soon after we bought it and were concerned that it was not blowing out cold enough air. Sears sent someone back out (we later learned that this guy was just a delivery person, but he acted as though he was a technician) and he corrected the leveling and told us it was fine. Now, 13 months later, the refrigerator has died. The motor is running, but it is not blowing any cold air (the items in the freezer won't freeze and the refrigerator is almost room temperature). We asked Sears to waive the $65 call fee to get a service person out and they refused, even though we expressed concerns with this product while it was under warranty. Research on the Web has shown that there are some serious issues with Kenmore refrigerators. In addition, Sears' customer service was absolutely the worst I have ever experienced.
Just 13 months after purchasing a BRAND NEW refrigerator, we will probably have to buy a new one, spending yet another $600-$800.
K.m. of Natick MA (02/22/08)
My mother bought me a new refrigerator approximately 2 years ago. Last week it stopped keeping our foods cold, so I called Sears. They sent a repairman who assessed the situation and determined that it needed a new compressor, and the bill would run me about $600. Considering it was purchased for something around $800, I am beside myself with anger that I could pay that price for a brand new machine, and less than 2 years later I have to spend 75% of its original value to repair; OR I can spend a little extra and buy a new one. I feel that when one buys a new appliance, its longevity is somewhat dictated by the price. I absolutely do not feel that this was a quality product, nor do I understand how such a fundamental piece of equipment can go bad so early in an appliance's life. As a result of this manufacturing defect, I feel that as a customer, I am getting ripped off. I resolutely will not EVER shop at Sears again as a result of this experience, and I fully intend to share this with all of my friends, family, coworkers, neighbors and enemies.
I am now forced to pay 2/3 of the appliance's original cost to repair it or I can buy a new one and throw the original (2 year old) refrigerator away.
Omar of Anaheim CA (02/18/08)
The refrigerator was bought thinking it would work with no problems, but it has failed several times by getting too cold and accumulating ice even outside the freezer.
The food in the freezer is getting freezer burn and ice accumulates on the other side and it also gets too cold.
Eddie of Edgewater Park NJ (02/17/08)
In 2003, I purchased a Kenmore Elite side-by-side refrigerator. In less than 5 years, I had 2 service calls for a relay issue while it was under warranty. Currently, the compressor relay went bad again, no refrigeration at all, about $250 of food has been wasted. Since the warranty has has expired, Sears wants to charge $65 for a service call and additional fees if a part is needed. I lived in an apartment for 13 years, I had a Hotpoint refrigerator and never encountered a single problem. I paid a fortune for this Elite kenmore and it's garbage. I will never by a Sears product again!
I wasted a great deal of money because of food my spoiling. I have 2 children, so refrigeration is very important.
Mike of Olathe KS (02/15/08)
We bought a Kenmore Elite Refrigerator from their outlet store in Kansas City Mo. It had a small ding and they had discounted it. We bought a 3 year warranty and was told it would cover $200.00 of food. Well, they have been out to repair it 4 times and I have lost over $500.00 in food since I've bought it in November. They paid the first $200.00 out of $700.00 of food. This has been very inconvenient. They said if I continued to have this problem, they would replace it, but this is the model we wanted. Over the past years we have bought all are appliances from sears and have spent thousands with them. I wish we could get something positive done about this problem, right know I'm losing more food and am calling for repairs that does not do much when I'm losing our food again.
Marcia of Newark DE (01/28/08)
I purchased a refrigerator 1/07, and it stopped freezing and cooling 1/08. I called to set up a service call, and the tech determined it needed new parts which had to be ordered. I had to wait an additional week to get it fixed. After the tech fixed the refrigerator with the new parts, the refrigerator went out again 2 days later. I had to wait another week for the 2nd service call. On the day of the appointment, the tech called the first contact number and got no answer but never tried the 2nd number; therefore he didn't come, even after I called him right back to let him know I just missed the call. The 3rd appointment was canceled because the tech had an emergency, and there was no other tech available to come. I was told I had to wait another week--which at this point is totally unacceptable. Customer Services was so rude and had no sympathy to my situation. I was told I had to have 4 service calls in 1 year in order to get a replacement ,and the service calls are first come first serve. So I had to get whatever appointment is available at that time.
I haven't had a refrigerator for 1 month and was told that I would only be compensated for $250.00 of groceries lost--not including all of the eating out I have been doing. Sears has the worst policies, and there are no accommodations for their loyal customers. I will never buy another appliance from Sears ever again in my entire life. I have had to eat out everyday: breakfast, lunch and dinner. Medicines that needed to be refrigerated have perished. I am now encountering a hardship because I can't continue to pay my monthly bills and pay for food everyday. Normally, monthly grocery shopping would be sufficient enough for food for the month. I am spending a lot more now.
Anthony of Plymouth Meeting PA (01/04/08)
I have had numerous service calls to Sears regarding my refrigerator. Problems have been leaks and temperature instability. I logged a service call in November. The servicemen have been to my house. Parts have been back-ordered since 12/2/07. I am told that parts willl not be available until Feb. 2008. The refrigerator is not useable. The refrigerator has had numerous problems. I have requested that the unit be replaced. since that request, I have been given the run-around. I woke up this morning to find puddles of water on my kitchen floor. Everything in the freezer section melted because the temperature was 52 degrees Fahrenheit. I think my kitchen cabinet adjacent to the refrigerator is ruined due to water damage. We also lost over $200 worth of groceries (family of 4). since the unit has had multiple problems and repairs, I have requested that Sears replace the refrigerator.
Leaking water from melting ice in the freezer section resulted in possible water damage to the wood cabinet adjacent to the refrigerator. At this time I cannot determine damage until the wood dries. Groceries have perished in both refrigerator and freezer (~ $200). We are also eating in restaurants and carry-out stories because we cannot keep food in the refrigerator.
Gilbert of Richmond VA (12/31/07)
The Kenmore side-by-side refrigerator caught fire in the early hours of Dec. 27. The fire alarm sounded and fire truck arrived; the kitchen was full of smoke. They discovered an open flame in relay plug to compressor and extinguished it. I contacted Sears who after an hour on the phone and three transfers, disclaimed any interest or responsibility in the problem since I was not the primary purchaser--and hung up.
I have loss of refrigeration and am out $1600 for a new refrigerator.
Claudia of Mineola TX (12/30/07)
I bought a new refridgerator two years ago. It is a Sears bottom freezer fridge. On the very first day it did not work and I lost all my food. They wanted to come out and fix it and I refused to let them, I wanted a new one, not one that had problems the first day. Then I started having problems with it as the ice maker would not work. They came out several times to work on it.
In Oct. of this year they were out twice in ten days to work on it again. I was up late one night and went to get some ice and the ice maker was making a sparking sound. I went back about 10 minutes later and it was doing it even louder and then it started making strange loud noises and it started feeling very hot to the touch. From that point on it started smelling as if it was catching on fire. We had to stay up all night cleaning it out and making sure our home did not burn to the ground.. Had we not of been home, or had been asleep, I am not sure that we would have a house standing today, or would be alive.
I had an extended warranty on it and guess what, they did not honor it. Not only did they not pay for the new refridgerator, they did not honor the old one. I will never step foot in another Sears store as long as I live nor will anyone in my family. I will continue to tell everyone of my situation. I again am just glad that we did not lose our lives over this item. If you can't make a product safe, or that will last, they should not be in business..
Julia of Florence AL (12/11/07)
We purchased an LG refrigerator from Sears in September; the freezer stopped working the week before Thanksgiving. The LED screen is malfunctioning. We called for repair, and it took over a week for a repairman. Then he did nothing but order the part and then told us we would be responsible for making sure it got to our home. That was almost 2 weeks ago; today we finally got the part after I called Sears four times to check on the part. I have had to make a new repair appt., and the earliest they can be out is 12/19/2007. I have lost all my food in the freezer, also. I am very disgusted and just hope we can have ice on Christmas Day!
Robert of Roswell GA (12/10/07)
Approximately 3 years ago we purchased for $1700 a Kenmore Coldspot Elite side by side refrigerator. We were away for a day and came home to find water over the kitchen floor and the food in the freezer thawed and the refrigerator food only cool. Sears sent a repair rep 4 days later. A nice guy, he got behind the appliance, took off the bottom rear panel and immediately found a bad relay the function of which was to turn on the compressor. He then opened a small cardboard parts box he had brought with him into the house and replaced the part. I was astonished that he apparently knew the problem before even entering the house. I asked how he was so confident that without seeing the refrigerator he knew to bring in the relay. He said that the relay (made in the US) more likely than not will go bad in a few years after purchase and they replace them with a more reliable one manufactured in Mexico.
I asked why there hadn't been a recall and he wasn't sure of an answer. He also remarked that the motherboard on the appliance was also subject to early failure and that would run around $700. He really seemed like an honest guy so I ponied up $105 for a years worth of extended warranty along with $190 dollars for the relay fix. Bthe way, the cost of a long term warranty has markedly increased to cover expected repairs.
William of San Francisco CA (12/07/07)
It has been two weeks, and I have not been able to get my refrigerator repaired. A part was sent by UPS, and they attempted to deliver it. I contacted UPS and told them to hold the package, and I will pick up the package on 12/6. When I went to pick up the package, I was told that it was recalled by Sears. I had a scheduled appointment the following day (12/07). Since the part was not here, they were not able to make the repairs. I have been getting the run around from Sears regarding the missing part. They have been uncooperative and non responsive. I may be without a refrigerator for another two weeks. This is a health issue, as I have lost all the food items in the refrigerator, and there doesn't seem to be any help from Sears or their representatives.
John of Boston VA (12/02/07)
We purchased a three door Sears #795 75542401 about one year ago. I am constantly annoyed by the lack of attention to detail in several areas. Doors on refrigerators should attempt to close tightly and completely. It's an inherent requirement! Sears chose to add an alarm telling you that the door did not function properly. As you stand in front of the open refrigerator, taking out items for a meal, the beeper tells you the door is open - DUH. Why they chose a beeper rather than an effective door seal is a question? I don't need a beeper, a door closing mechanism would be better. When the door gets near the closed position, an actuator could gently apply pressure to close it - GOOD IDEA!
The second problem is with the ice maker that allows cubes from a full tray to be dragged out when the ice storage bin is filled. They fall into the frozen food storage bin or back behind the bin into in an area that is unreachable. Frozen items also fall behind the bin and prevent the drawer from closing. It's almost impossible to remove them from this area.
Third, the roller mechanism on the vegatable storage drawer easily breaks. The plastic is inadequately designed to hold the weight of a full drawer of vegetables. This drawer should safely hold the full weight of a similar volumne of water. Vegetables weigh much less if the packing factor is considered. Our very expensive service contract replaced the drawer mechanism but gave no solution to the ice cube situation and gives no hope for the doors not closing. I'm very dissatisfied with the refrigerator.
I. of Fairfield CT (11/20/07)
I had a problem within the first month after we bought a refrigerator and Sears had to come and fix it. We had over $150 worth of groceries ruined and all we got is an apology. Now, 2 years later, our compressor is over heating two days before thanksgiving and all the food for thanksgiving is going to be waisted. I asked to speak to a supervisor who could hardly understand me and all he can do is after the holiday. I explained to him that this is really urgent, but I only got another "sorry Ma'am". I will never buy any appliances from Sears again.
I lost $250 worth of groceries and am spending the holiday without a refrigerator, which is very inconvenient.
Frank of Galloway Twp. NJ (11/19/07)
I have a Kenmore side by side refridgerator that smoked up my house. The relay & plug connector to compresser burnt, causing a major melt down. I have 35 plus years in electrical repairs and this is definitely a design flaw perpetrated for ease of assembly. If you push on the connectors they become loose because the compressor vibrates when running. Loose connections equals heat build up, heat build up equals melt down. I spoke with Sears Service and they said I have to pay a repairman just to tell if the repair is covered under the 5 year compressor warranty. I was hung up on several times. I am done with Sears forever.
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Janet of Northeast Harbor ME (11/12/07)
We moved into a new home 3 years ago. I researched appliances in Consumer reports and found the Kenmore Elite appliances to be rated high so I went with them. So far the motor burned out in the dishwasher. My wall ovens had slight problems but were fixable. My refrigerator started freezing all of my food. After loosing $300 worth of food and waiting two weeks, a repairman came out fixed it. I bought another load of groceries only to find 3 days later that everything was frozen again. I then had to wait another two weeks for repair, and they wanted to charge me again for something they had misdiagnosed in the first place. They tried to convince me that this was a new problem. So now I'm buying my third load of groceries and a day later I have frozen food. I wait two more weeks for a new repairman to come out and verify it was the original problem they had diagnosed but was fixed incorrectly. They didn't try to make me pay the last time because of the repairman's support.
Sears did not offer financial compensation for the lost food or tried to be supportive in any way. It was very much an attitude of "that's your problem. You should have had an extended warranty." I can't believe they only stand behind their products for a year.
Now I am having washer problems. I have the Elite HE3, and it won't start. Sears repair was here 4 days ago, and now it's doing the same thing again. I called today, and no surprise: it will be two weeks before they can get to me. I asked to speak to a manager and was told the manager couldn't help me. When I told them they needed to make a note in my file becasue I wouldn't be paying for someone to fix it this time since I paid the last time, she told me a manager would call me back. ANo one has called. I will NEVER buy another Sears product for my home and shame on Consumer Reports for recommending them.
Angela of Merrillville IN (10/23/07)
I have been living without a refrigerator for three weeks because of the run around Sears has given me. I have a warranty on my refrigerator, and it is up in a few weeks. I feel they are stalling so they do not have to replace the one I have. They have come to repair the one I have four times. It is still not working properly, and each time the freon leaks onto my kitchen flooring--warping it worse each time. I am frustrated beyond belief. I have called the Sears manager, customer service, etc. and have gotten no where. I will not be satisfied until I receive a brand new unit. I know the one I have is beyond repair. I have children to feed. Please, please consider helping this single mom just trying to make it in this world.
Sears has spent nearly $1,200 in repairs on a $500 refrigerator. Why won't they just replace it?
Virginia of Chino CA (10/20/07)
Purchased a Kenmore refrigerator in 9/04. In 2/06, there was a recall on a part that required a Sears technician to come to our home to replace the part. Apparently, he did not properly install the part, and for a year and a half there was a slow water leak that damaged my kitchen flooring and baseboards. Sears is claiming that they are not responsible for the property damage to my home even though they acknowledge and have fixed the error created by the first technician.
David of Staten Island NY (10/20/07)
I purchased a Kenmore Model 5263200 (Frigedair) side by side refrigerator for $1135.53 on 7/30/02. It had a 5-yr warranty from Sears. After two years the Sears repairman had to replace the compressor. It cost me $235 plus tax for labor. Three years after that the compressor went again and the service call was $81.28. The Sears repair said it would cost me somewhere over $700 for a new compressor because my warranty expired a couple of months prior. When I emailed Sears, their response was more or less "too bad, you should have purchased an extended warranty". If I knew that this was a lemon I would have done so. I believe that the first repairman did not seal the tubing properly and the freon slowly leaked causing higher than normal temperatures, ruining the compressor.
I had to throw out ALL of my meat and food due to the 2 breakdowns.
Janet of Clovis CA (04/28/07)
We purchased a Sears side by side 25.4 cubic foot refrigerator in May of 2003 and it broke down within a week. The Sears repairman came out and said the whole refrigerator had to be replaced because the main control board had burned out. We were very happy with the new refrigerator we finally got but after 3 years it started to break down. We had a total of 7 adaptive defrost control boards burn out and a compressor goes out on it within a 4 month period. We have been without a refrigerator for over a month.
This time Sears would not pay for a rental so we lived out of ice chests and ate fast foods. We finally got the okay to get a replacement refrigerator and ended up getting the same model, only a newer version of it and I hope this one will last at least 10 years!
I spent numerous hours on the phone calling for a repairman, waiting for the repairman to come, putting up with that disgusting smell of burnt plastic in the house and fear that a fire might actually start because of this refrigerator not working properly. The numerous times I had to mop up the floor because of the water coming out of the refrigerator and washing all the towels that were laid out on the kitchen floor so we wouldn't slip was very time consuming. This will be the last time I purchase a major appliance from Sears ever again!
Sheila of Utica MI (04/06/07)
Two repair calls for a refrigerator within 6 weeks of each other on a Kenmore Coldspot refrigerator. I don't believe that I should have been charged for the 2nd repair. I disputed this problem with a letter to Sears but to no avail and they informed me that policy was policy. End of story. My total repair costs were close to $400. I could have purchased a new refrigerator.
All my efforts to dispute the charges went on deaf ears.
Joann of Ames IA (04/06/07)
I purchased a Kenmore washing machine 4/2004. I called a local repair person to look at it as it just wouldn't stop running after being turned on. I called a local repair person because 1. they could come today not next week 2. they could give me an 8:30 am time and mean it rather than an 8-5 time. Now I work from 8-5 and have to take off a whole day for someone to show up. OK back to the point, report today that costed me $60.00 is the motor is shot and the heat element is shot. I am furious. I call Sears and they transfer me to the LEMON LINE now tell me if a company has their own lemon line are we not suspicious.
I am told that since I did not buy an extended warranty that my warranty was up 4-2005. Why on a new machine to I have to think that there will be probs in just three yrs. This machine is used maybe once a week. I doesn't qualify as a lemon as I haven't called and complained about it before.
Oh by the way Sears offerred me a 15% discount on a purchase of a new dishwasher--Now am i really that stupid? No.
Moe of Mesa AZ (03/30/07)
We bought a fridge in December of 2005 ,exactly 4 days after the warranty ran out the ice maker broke Sears wanted to charge me $ 350 to repair it .
Theresa of Virginia Beach VA (03/16/07)
I bought a new refrigerator and dishwasher from Sears. What a mistake. I tried getting my fridge repaired before the warranty ran out, and Sears talked me out of it. Told me to try this and that for 2 weeks. Bingo...warranty ran out. Fridge damaged.
Bought top of the line dishwasher. 2 months after the warranty ran out none of the buttons work any more. Called for service and Sears said it sounds like a control panel, and that can be very costly to fix. Very disappointed in their products. Will never buy there again.
Kathy of Quincy OH (03/10/07)
We purchased a Sears Kenmore Trio Elite refrigerator in November of 2004. In February of 2005, the refrigerator quit cooling. We called out a service tech from sears, and he ordered a new control board and a damper. He installed them the next week. Here it is March of 2006 and the refrigerator is doing the same exact thing. Are we to believe that Sears parts are only supposed to last a little over a year?
Kathy of Quincy OH (03/10/07)
We purchased a Sears Kenmore Trio Elite refrigerator in November of 2004. In February of 2005, the refrigerator quit cooling. We called out a service tech from sears, and he ordered a new control board and a damper. He installed them the next week. Here it is March of 2006, and the refrigerator is doing the same exact thing. Our we to believe that Sears parts are only suppose to last a little over a year?
Jan of Ward AR (03/07/07)
In June 2005, we purchased a 25 cuft Kenmore side-by-side refrigerator with ice and water in the door. Within six months, the technician had been to our house 4 times; Right now the total is 11 times.
Robert of Atlanta GA (02/03/07)
Our Sears Kenmore Elite refrigerator broke on December 1, 2006. A repairman came on December 5, 2006. We were told that new parts (compressor, capacitor, control board needed to be ordered). They have been backordered. And backordered. And backordered. Every few weeks the ship date gets bumped again. As of today (February 2, 2007) we STILL don't have a working refrigerator. TWO MONTHS!
We have the 4 year full warranty, and Sears has offered reimbursement for a rental refrigerator. Still, at what point can we claim that Sears is unable to honor the warranty? How long is unreasonable to have a major appliance taking up space in your kitchen and not working? The warranty states that the appliance will be replaced if "unable to repair" -- at what point does a continually escalating backorder constitute "unable to repair?"
Michelle of Archbald PA (11/29/06)
My husband and I purchased a Kenmore side by side refrigerator with automatic ice maker in 2000. 4 days before Thanksgiving 2006, We noticed the ice maker stopped making ice. We thought the icemaker was broken and called a repair man because the refrigerator was 10 months out of warranty. Needless to say the whole refrigerator was broken. The compressor went on it. We lost all of our food and were unable to get a new refrigerator for one week because our kitchen is Bisque and we ordered a bisque refrigerator. We went with GE this time since we heard many complaints about friends buying Kenmore/Lemon refrigerators. Our next appliance purchase will not be a Kenmore product!!!
We lost $$$ of food and our Thanksgiving holiday was still held at our house (I went grocery shopping Wed) but all the leftovers went home with the guests.
Nancy of San Diego CA (05/24/06)
Refrigerator has been problematic from date of purchase. The icemaker and water dispenser intermittedly work. The freezer shifts between icing over to water leaking out the bottom. And this week, the door fell off the refrigerator. I slipped and fell hard in water leaking from this appliance and ripped a tendon off my rotarcuff, ruptured a bicep tendon and chipped my clavicle requring surgery. Nonetheless Sears states there is only a 1 year warranty and that doors fall off all the time AND since there is no door on the refrigerator there's no point fixing the icemaker and water dispenser since it wouldn't work anyway (their words). This is beyond ridiculous and particularly for the top of the line $2,000 refrigerator.
Judson of Sylvania GA (02/20/06)
Refrigerator broke 2/5/06. Paid a contractor to replace relay. 2/18/06 it was not cooling again. An acquaintance that is a certified repairman for Frigidare came and looked at it for us. Tested it and checked with meter and determined it was the compressor that went out. Since it is still under 5 yr. warranty, he said I should have Sears come out.
Called to Sears about 10:00 AM on 2/18--was told we were scheduled to have service that day between 8:00 AM & 5:00 PM. At 2:30 we called back and now told the 1st person made a mistake -we are in a remote area and someone will call us Monday, 2/20, in the a.m.. Our first call on Monday we were told that another person made a mistake in telling us someone would call Monday morning. Several calls to customer service during the day on Monday and still no one can get thru to the "authorized" repair person. Late in the afternoon, I got through to a person who takes complaints on the repair subcontractors.
They said they would leave another message with the so-called repair man and send them an email. About 15 minutes later a man calls saying he is the person who will do the repair, but he will have to order the compressor from Sears, wait for it to be delivered and then he will call back to set an appointment!! That will involve several days, possibly into next week.
Sandy of Plano TX (1/12/05):
A Sears repair service person came to my home to repair my clothes dryer. When entering my home he noticed that I also have a Sears refrigerator that uses a water filter. He explained to me that I could get the filter much cheaper if I purchased it from him. I didn't know how much these had cost in the past because my husband got them for us, after several minutes of conversation he convinced me, I would save money. I purchased 2 water filters from him paying $43.73 each, after adding the tax my bill came to $94.68.
Later that day when my husband came home I told him I had saved money buying these 2 filters. He Informed me that he only paid $34.99 for one, and could buy a pkg. of 2 for $64.99. We both feel that this service rep. from Sears ripped us off. I would never have purchased these if he had not deceived me into thinking I was getting a better price. I also contacted the service dept. about this, and asked what I needed to do to return these and get my money back. He told me the service truck would have to make arrangements for me to return and someone would call me in about an hour. Of course no one called.
Joe of Monroeville AL (1/7/05):
In August of 2002, my wife and I purchased a Kenmore side-by-side refrigerator/freezer for just over a thousand dollars. We were a little disappointed when in less than two years the electronic control board failed and had to be replaced. Of course it wasn�t covered by the warranty, but I managed to save on the service call by ordering and installing the part myself. Less than seven months later, we were experiencing more than a little disappointment, as Sears made us painfully aware of just what they mean when they say, �We service what we sell!�
Week 1 Tuesday evening, December 7, 2004: I arrived home to an unfamiliar hummm-click noise. I traced it to the refrigerator, and found it thawing out. I eventually found the source of the noise to be the compressor, and after removing the relay clamp and reseating the relay without solving the problem, I made the assumption that the compressor was bad, and would need to be replaced. Since I felt certain this was more than I could handle, we called Sears 1-800-4-MY-HOME to arrange a service call. We specifically requested that the technician bring a compressor, so we wouldn�t have to wait an additional week for a part. This request was dutifully noted on the service log. We were told that it would be the following week before a technician could be scheduled, since our area was serviced only on Mondays. We weren�t happy with the prospect of being without our refrigerator for a week, but we didn�t have a lot of options.
Week 2: The technician arrives as scheduled on Monday, December 13th at 12:37pm. Within a few minutes he has found the clamp I left off in anticipation of the compressor being changed, and immediately informs my wife that he has found the problem. She tells him that he needs to call me, since she knows I probably left the clamp off intentionally. The technician calls me, and I confirm that I had left the clamp off when I reseated the relay in hopes of fixing the problem. He tells me that he can�t find anything wrong with the refrigerator, he�s plugged it in and it is cooling, and he�s done all he can do. No sense in replacing parts that aren�t bad, he says. That�s hard to argue with, but what caused the Hmmm-click and thawing, I ask. Probably a �brown-out� or drop in voltage. Sounds reasonable to me, since it hadn�t been too long since Hurricane Ivan had us completely without power for a week. At 1:03pm, the technician departs, but not before collecting a fee of $102.00 for his trouble. Not bad for 26 minutes.
On Tuesday, the 14th at 11:00am, shortly after the refrigerator had been restocked, the Hmmm-click is back with a vengeance. The cooling stops, and the thawing begins. We call 1-800-4-MY-HOME to plead our case and try to get a technician as soon as possible, but we�re told that it will be Monday, the 20th, before a technician will be available in our area. We believe the right thing to do, under the circumstances, would be for Sears to arrange for a technician to return at the earliest possible time, but the customer service representative is neither sympathetic nor cooperative. My wife asked to speak to a manager, and was told that someone would call back within the hour. No one called. The next morning we received a message on our answering machine that bluntly informed us that �we (service center) cannot force someone into your area for routine service calls, your appointment will be Monday, the 20th.� We no longer considered this a �routine service call,� in light of the fact that not only did I not have the use of my refrigerator, but I was now out $102.00 as well.
Week 3: On Monday the 20th a service technician arrives, as scheduled, and lo and behold, he finds the compressor to be bad! Of course he didn�t happen to have one with him. It would have to be ordered, and an appointment made for next Monday, the 27th, to have it installed. We were going to be out of town that day, so I asked my parents if they would come to our house while the repairs were made. That Sunday, the 26th, we called 1-800-4-MY-HOME, and were told the technician would arrive at our house at 9:36am. We relayed this information to my folks, and they said they�d be there well ahead of the technician. Everything was finally coming together.
Week 4: We arrived home on Tuesday evening, the 28th, expecting to find the refrigerator running. Instead, I find a note from my mother. �Sorry, no refrigerator� it says, �the part did not arrive.� I didn�t understand, so I immediately called her. She explained that Monday morning they were waiting on the technician, as planned, when the phone rang. It was the technician, and he wanted to know if the part had been delivered. She told him she was certain that I was under the impression that he would be bringing the part with him. And she was absolutely right. No one had said anything about having the part delivered to my home. She spent the rest of that day, and most of the next, trying to locate the part. She was told by the local retailer, and by customer service representatives that the part would surely be delivered by Tuesday evening. It was not. That evening I called 1-800-4-MY-HOME. The customer service representative that answered stated his name along with a greeting that included something about thanking me for choosing Sears and living the good life. I told him I wasn�t living the good life, I had been without my refrigerator for nearly a month, and I was getting very irritated with Sears. We had learned by this time that the people who take calls on the 1-800-4-MY-HOME number are simply there to provide a shoulder to cry on, or as a target for a good cussin� out. They don�t seem to have the authority to actually make the kinds of decisions that positively affect customer relations.
I sure didn�t feel like crying, and wouldn�t even consider tearing into this poor fellow, but I did want some answers. After much searching, he was able to locate a tracking number for the part, and offered it to me along with a phone number to the carrier who had the part. I refused these numbers, and instead told him that I felt like Sears needed to be making these calls, and should then let me know when the part would be delivered. He documented my comments, but could not guarantee that someone would actually call me with the information. The next morning, I had a message from someone representing Sears, stating that the part would be delivered by 4:00pm, and that when I received it, I should call for a service appointment. The part was delivered at 2:45pm. When we called to make an appointment, we were told it would be Monday, the January 3rd, before a technician would be available in our area. We again called both Sears and the local retailer to try and get someone sooner, but again had a stern message the following morning that our service appointment would be for the 3rd. Sunday night we called to see when we could expect the technician, and were informed that we were number 4 on the list, and we could expect the technician to arrive anytime between 8am and 5pm.
A whole month without my refrigerator, and I�m number 4 on the list. Unbelievable! No telling how long the first 3 customers on the list had been waiting for service, probably months, or maybe even years, who knows.
Week 5 Monday, January 3rd: The technician arrives, and the compressor is replaced without incident.
Summary: Sears had two opportunities to demonstrate a commitment to customer service, but deliberately neglected both. The first opportunity was in week two following the botched service call. Sears should have done whatever was necessary to get a technician back to us immediately, or at least some time before the next Monday. The second opportunity came after the part was not delivered in time for the �routine� service call, after we had been without our refrigerator for three weeks. By not making any effort to remedy a situation they created, Sears, Roebuck and Co. demonstrated a callous disregard for us as customers. We purchased this refrigerator from Sears for the same reason most people do; we grew up trusting the name and the brand. All that has now changed. I�m pretty sure that the corporate bigwigs in Chicago who call the shots at Sears, Roebuck and Co. won�t care much about the opinion of some old fat boy living in south Alabama. But there are many consumers, just like us, who might be shopping for appliances, and these folks need to know what they could be in for.
Dan of Jefferson OR (8/23/04):
I have a Kenmore 363.50242000 refrigerator still under the service plan. I have had repeated problems with the icemaker in this unit. Service has installed a new heater for icing up. It still will not keep making ice. I notice a lot of ice mass frozen together in the bottom of the tray and suspect the heater again may be a problem.
My extended service people will not come out they say it is low pressure form water line or filter. OK, am trying to get filter that no one at Sears could find before when I attempted this. I have heard all the stories of part number changes etc. My wife just got back from another 15-mile round trip to Sears and was again given the wrong part. In the Refrigerator the cannister is 469905, she was given a GWF filter as replacment -- a good sign as before they just said they could not find one so too bad.
I always bought Sears in the past just because of good parts support network, but obviously that has changed.
Germaine of Burlington NJ (7/9/04):
My refrigerator was not getting cold. I lost all my food. I called service only to find out that I would have to wait a week to get a repair man out. So I had to use a cooler for my few items. I called several times to see if someone could come out sooner. Of course not. Repair man came out on July 6th and stated that I would need a Compressor and Electrical work. I requested that they give me a new unit because the one I have is only 2 years old, and this should not have happened. Yes, I have the extended warrenty. But I feel if we are talking about an electral problem I don't want another problem to occur and a fire starts in my home.
I have requested several times to have a replacemt. No one will authorize it or is even concerned that I am without a refrigerator. All my meals I have to go out for. No one has offered to compensate me for my out meals. I have even had problems getting refunded for my food lost until just resently. Now I am going into another week without a refrigerator because the parts are not in yet. Then I have to make an appointment to have the parts put in. Lord only knows when that will be.
Celia of Manchester MO (5/22/04):
In Jan. 2003 we purchased a Kenmore refrigerator from Sears, Model 106,72852,101. It was delivered Jan. 21, 2003. Between that time and Mar. 14, 2003 we had three service calls all of which seemed to pertain to the fan and thermostat. After these calls we requested it be replaced with a new refrigerator, which was delivered on March 23, 2003.
This refrigerator worked until about May 17, 2003 when it stopped making ice cubes; then it started making just a few. It seemed to be leaking water as most of the cubes had frozen into a block. By March 19, 2004 we noticed that the refrigerator was not cooling.
We have lost quite a bit of food - milk, orange juice, lettuce, celery, etc. At 71 years of age, I am awfully tired of lugging food to the old refrigerator in the basement. We are supposed to have a service man coming a.m. of May 28. We've been told there will be an initial service call charge of $60 + time + parts. I do not plan to buy another Sears product.
Lora of North Platte NE (5/20/04):
Three years ago, we put A LOT of thought into purchasing a new refrigerator for our home. We shopped around, and finally decided on a Sears (Kenmore) double side refrigerator. This was not a purchase we took lightly. This refrigerator cost a LOT of money, especially as we are a family with 7 children. We felt good about our purchase, thinking that this refrigerator would last us for YEARS... not like the used refrigerators we had always used in the past.
Then pieces started breaking. Drawers cracking, shelves falling apart... we replaced these parts, wishing they had been made more durable. Then a few weeks ago, our refrigerator side began to FREEZE things that were in it, the water dispenser and ice maker wouldn't work either. My children didn't have milk to put on their cereal in the mornings, as it was frozen solid! I checked the temperature controls, thinking maybe a child had fooled with them, but they were unchanged (set at 5).
We had a lot of food ruined - covered in ice crystals, so we contacted Sears to see what could be done. We were told it was no longer under any sort of warranty. We were basically without a functioning refrigerator for TWO WEEKS!! We ended up having someone over to look at it, and after they ordered a NEW temperature control panel (the old one was FRIED), and installed it along with another part... our total was $178.10! I am disgusted! Anyone who spends as much as we did ($1000-$1500) on a LARGE and important purchase, should at least get the satisfaction of knowing it will last more than THREE years before it falls to pieces!
I figure we lost about $200 (or more) in food, plus the $178 in repairs... we could have purchased a new refrigerator, SOMEWHERE ELSE, for all that we lost in food, and fixing the piece of junk Sears sold us.
Dawn of Independence KY (5/13/04):
We have a 2-year-old Kenmore side-by-side regrigeratore with the ice and water dispensers. It was just purchased on March 29th of 2002. The compressor in it went out of May 3rd, 2004. So far, Sears has left us without a refrigerator for 10 days. When I first called on a Monday, I expected them to come within a day or two. They told me they would not be there until Friday. They do not make emergency appointments, even though I communicated to them that we have a 2-year-old child in the house, and we were loosing our food.
When the technician came on that Friday, he was very nice, but didn't even have the part that was needed. He told us we would have to wait until the following Tuesday or Wednesday. We called to see if we could talk to a supervisor to get the process sped up a little bit. She told my husband they were understaffed and that was why we had to wait so long for the first visit and would have to keep waiting. On the next Tuesday, my husband came home from work and almost ran over a package that had been left right in the middle of our driveway. It was the compressor. No one ever told us it was coming directly to our home. I called Sears to see why the compressor was at our house. They told me the technician had been scheduled to come to our house earlier that day, but since we never called during the day to tell them the part had arrived, they did not come and we'd just have to wait longer.
Again, we didn't know the part was coming or my husband would have come home from work on his lunch to to check for it. We also were never told that the technician had a definite appointment date and time scheduled. I called on Wednesday to complain about them still not coming. I talked to a woman named Lori at the service center. She told me they would come no sooner than Thursday because our repairs were going to take a long time.
I asked Lori if they were going to pay for our food that we lost, or reimburse us since they made us eat out for 10 days and would not speed up the process of getting someone out to our house. She told us our warranty only covers the repairs and that we should just file a homeowners insurance claim!
Karlene of Rosdale NY (5/5/04):
I purchased a Kenmore Refrigerator from Sears in June 2002. The price was in excess of $1600 with an extended warranty. It has not been two years yet and I learned today that the compressor was gone and per the tech that is common with this model. When I purchased the item with the extended warranty I was assured not to expect these sort of problems so soon or I would be able to return it or have it replaced.
Sears now refuses to to replace it with a different brand or return my money. I was advised by the representative to RENT one until repairs can take place. She is not able to give an acceptable time frame that service can be completed. I am frankly not interested in renting in the hope that Sears will reimburse me. Nor do I trust at this point that they ever will. We have recently purchased a stove and a treadmill from this company at a cost of almost $2,000 total and are understandably tapped out and not in a position to wait for any legnthy arrangements with Sears.
James of Carrollton TX (4/28/04):
I have shopped at Sears as long as I can remember and so have my parents and family. In recent years have I experienced declining service and value of goods connected with Sears. My current experience is I had bought a Sears Kenmore Refrigerator in Mid 2000. April 26th this year it quit working (cooling). Being I have worked 15+ years in the refrigeration business I quickly discovered the compressor is locked up.
Noting the 5-year fix it free of charge warranty in the owners manual I called the 1-800-4-my-home number and was informed that someone would be here today (4/28/03) between 8:00am and noon. I took half the day off and guess what? Nobody shows up nor bothers to call. I call the 1-800 number again, get a computer answer only after hearing much un-related computer talk and then the computer asks yes or no to a $55 service call. I hung up not being real happy.
I then call the store where purchased and was informed first that it is out of warranty, then is in warranty but I need to pay a $55 service call to check it out. After being on hold 5 minutes am given another number to call, 972-620-5008, and am told that the compressor is covered but have no record of an appointment. They say there is no service charge of $55 but will take 2 trips to fix at least.
My father has passed on so I will be out of town for a few days so here I sit with a Sears Refrigerator, under warranty, have made no fewer than 5 phone calls to report the warranty claim, have been told anywhere from no warranty to fully covered, lost 4 hours of work, off to my dad's funeral tomorrow morning with 3 ice chests full of food (most likely will go in the trash) alongside my inop Sears Kenmore Refrigerator. Thanks Sears! I need a new dishwasher...maybe I will check out Lowes or Home Depot.
Donna of Lexington VA (3/31/04):
I purchased a Kenmore refrigerator last May. I swore I wouldn't purchase from Sears again but after shopping around thier price on the bottom mounted freezer was the best. I have had to have the compressor replaced already. It is still under warrenty but is already making the same noise and I was told by a technician that it is the same problem and they are scheduled to come out and replace it again.
I have called and talked to several representatives demanding a replacement or my money back but they say they cannot and will not do this and they are "fixing it". I don't know if I have any recourse. All I do know is that when this happens again after it is out of warrenty, I won't be able to afford the repair.
Jim of Port Charlotte FL (2/18/04):
Just over two years ago, my wife and I went to Sears to purchase a refrigerator. We told the sales clerk that we wanted a good refrigerator and not a lesser quality brand like Whirlpool or Frigidaire. Following his advice to meet our needs, we bought a Kenmore side by side model, which he said was manufactured by Sears. We also bought the extended warranty protection plan that supposedly covers everything and if it cannot be repaired very quickly, the refrigerator would be replaced with a new one. The cost of the unit was between $1500 & 1600.
Within a few weeks of delivery & installation by Sears contractors, the water & ice dispenser electronic pad began malfunctioning, and while it is inconvenient, by pushing & holding in the reset button for several seconds, the ice & water dispensers will work. That exercise is required every time the freezer door is opened. We called for an appointment to have it repaired under warranty but was advised that someone would have to call us back. That never occurred and, now, after two years, the pad has worn through.
That is not the biggest problem, though. What prompts me to write this complaint is that the front of the freezer side door under the ice & water dispenser area, is totally rusting out and rust runs down the whole front of that freezer door. We called the Sears 800-4-My-Home number to get it fixed under our extended warranty plan ($250.00) which says it includes cosmetic problems (rust all over the front of a Bisque colored refrigerator sure is ugly in your kitchen). We were told that the rust is not covered and that the cosmetic coverage is for scratches and dents, which I would guess occur most often during delivery and installation, a period which I wouldn't think would require a 5 year warranty period.
A guy came out and attempted to fix the electronic pad and had to order a new one. When he removed it to check it out and then put it back, he couldn't get the ice dispenser to stop shooting out ice cubes, so he disconnected the entire water & ice dispenser mechanism which will be repaired when Sears sends the new parts to our house. I asked him about the rust problem and he said it happens all the time and that Sears never does anything to correct the problem or grant relief to those customers with the problem.
I told him we bought the Kenmore because we didn't want a lesser brand like Whirlpool or Frigidaire and he said all the sales people tell people that Kenmore is made by Sears when they are really Frigidaires made by Whirlpool. The sears website quotes a cost for the identical model Kenmore at $200 more than the same Frigidaire model. To me, that's total misrepresentation, as is the special 5 year protection warranty which costs about $250 that won't cover rust which is caused by faulty design & manufacturing methods. The rust problem could likely be avoided altogether for probably less than one dollar extra cost per unit as they are manufactured.
The repair guy also said that the electronic pad is a very common problem and that Sears had a recall on most of the models with the same faulty pad but not the model I have. Why is that? To me it doesn't make sense to do the recall repair on only selected models if most all the models have the same faulty part. I called the district office Customer Relations office in St Petersburg, Fl. After being put on hold several minutes each time I got transferred to another person to fully restate my problem, I was left with the same original message that the rust problem is not covered, end of story.
$1500 refrigerator. Two years. Rusted out. Not covered. I was able to obtain an address for the CEO in Illinois. How much good do you think that address will do me?
Vicki of Phoenix writes:
Three years ago, my 70-year-old mother purchased a new G.E. refrigerator from Sears on 4 August 1997 for her home at in Phoenix. In addition, she also purchased the service contract because, among other things, the salesman told her that if they couldn't repair a Sears appliance within 24 hours, they would replace it for free. This was a promise we have since discovered was a common fabrication at Sears, intended only to make a sale.
Late November of 2000, the refrigerator compressor began making a loud clunking noise when it shut off. On 12/7/2000, she called Sears and a tech named Mike arrived the same day. Mike diagnosed the compressor failure. The refrigerator was working before the compressor was changed; the noise was just intolerable. The new compressor was delivered to the house a week later, on 12/14/2000.
Frank Rodriguez arrived on 12/15/2000 at 12:15 pm, and took almost 6 hours to change the compressor. He didn't remove the old one until after 3:00 pm, and my mother never saw him recover any of the refrigerant. At one point in the process he filled the kitchen with a noxious gas (Smoke? Chemicals? No one will tell us.) and he shouted, "Everybody out of the kitchen!" This incident alone frightens me, because my mother has two artificial knees and my stepfather has heart problems and asthma.
As my stepfather's asthma seems to have been triggered by this episode, he will no doubt have to see his doctor about what damage breathing whatever the gas was has done to his lungs ... my mother's, as well. He still says he can't breathe in the kitchen. After Frank finished changing the compressor, it wouldn't work. He called his shop and was told that he had reversed the two lines. (The big one goes on the low side, Frank.) He had to reinstall it, and refused to evacuate the system either time.
My mother is not given to exaggeration, and she said that he lit his torch literally dozens of times during that Friday. Her immaculate kitchen still has the soot in the area to bear witness to that. She did not see him recover the refrigerant charge either time. The EPA needs to be informed of this violation if Sears is out of compliance. Frank made a huge mess in the kitchen, having carried virtually everything he had in his truck into the middle of the kitchen. He had no rags or clean-up materials, and had to use some of my mother's.
That night (12/15/2000) it quit working. This is pretty serious, as my stepfather is an insulin-dependent diabetic who needs twice daily insulin shots to stay alive. Insulin must be kept refrigerated. My mother called the 1-800 number and was promised help. Finally, after 9:00 pm Saturday night (12/16/2000), the technician called her and told her to go buy some dry ice at the store. She was also told that Brian would call at 10:00 am Sunday (12/17/2000). Brian called and told her that no one was available.
Sunday (12/17/2000) at 4:30 in the morning, my mother started throwing out all the ingredients of the refrigerator and the freezer. She catalogued all of the ruined food. When a tech finally came out on Monday (12/18/2000), the compressor was condemned again as being seized, no surprise to anyone with any knowledge of modern refrigeration. The refrigerant in use in new refrigerators (R-134a) uses lubricants (POE) that are extremely hygroscopic. The maximum amount of time that they can be exposed to air is about 30 minutes when the oil starts breaking down, and Frank had it open much longer than that. The old oil should have been completely removed and the system flushed, not just purged with gas, a procedure that was not followed.
It is clear that this refrigerator will always have problems because of this.
On Wednesday (12/20/2000) my mother drove to the Sears at Metrocenter (in Phoenix) and spoke to Kenny Woods. He contacted Ken Fleming in repair. Ken Fleming called her around 11:00 am and said that it would be repaired Thursday, and to give her list of spoiled food to the technician at that time. He also said that he would contact Frank's supervisor to see what they can do for her, because for six days the two of them had to eat out as shopping for groceries was out of the question. This is a sad commentary on service for a refrigerator that cost nearly $1,000 just three years ago.
On Thursday, 12/21/2000, Kathleen from the maintenance department called and thanked my mother for letting them repair her refrigerator. When my mother told her what had happened; Kathleen said, "Call your service manager and tell him to give you a new fridge." My mother did as she suggested, and he, in her words, exploded. He was extremely rude and said that they only needed to repair the compressor. My mother called back to speak to Kathleen but got Darlene instead, who offered her $54 - half of the service contract price. She said, "Just a moment," they got disconnected, and when she called back Darlene offered her $200 for eating out and their inconvenience. My mom accepted it as her high blood pressure was inching even higher, rather than risking a stroke. Darleen told her that she would have her check for the money in ten days, or she should contact Harold Nelson in Mesa.
Victor Martinez was sent out on Thursday (12/21/2000) to replace the compressor that Frank had just replaced. Although he was efficient and courteous, I have a number of concerns. On Friday (12/22/2000) I called Ken Fleming, your service manager, and I have never encountered such rudeness and utter hostility in a Sears employee in over thirty years of being a Sears customer. Evidently, he was in a hurry to leave early (which he did) and do his Christmas shopping. Because of my 73-year-old stepfather's asthma, and both my folks' age and general health, I asked that Mr. Fleming fax the pertinent MSDS sheets to me so I can share them with my stepfather's physician. He stated that he was "tired of all this" - I have no idea what his problem was as this was my first call to anyone regarding the situation. The type of language that he used is utterly unacceptable anywhere, and I don't think that he should have any position in which he deals with customers.
He claimed that he didn't have any MSDS sheets and that he wouldn't get them for me - he said that the techs are supposed to carry them on their trucks. He refused to help me with the matter, saying that he had "no idea" what kinds of chemicals (flux, solder, gases) that the different techs use. The MSDS sheets have yet to make it to my fax machine. This of course violates both OSHA and EPA regulations. Both Mr. Fleming and Michelle have the number.
I asked him for his supervisor because Mr. Fleming said "I don't give a damn what you do" about the problem. His supervisor was on vacation, and Michelle (at that number) called me back and told me that Ken Fleming was leaving for the day but that he would "leave a note on Victor's tool bag." What that was supposed to accomplish, I am not certain - I asked for MSDS sheets for chemicals used by Frank Rodriguez, not 'Victor'. Unfortunately, Michelle was trying her best to be helpful but Mr. Fleming was uncooperative with her as well.
In the meantime, my mother was left without a refrigerator for SIX DAYS. Again, I ask you to remember that it worked before they changed the compressor. She lost all the food that was in it, and in the week before Christmas when she normally loves to bake, she was unable to keep things like eggs, butter and milk in the house. She and my stepfather had to eat all of their meals out while waiting for the refrigerator to be repaired, and we will have no traditional Norwegian lefse this Christmas for the first time in my memory. (And, no, there is nowhere in the Phoenix area where lefse can be bought - I've already tried.) The two of them are scared to death now that the refrigerator is going to burn up or explode, or catch the house on fire. I am on the verge of buying them a new one. But why should I have to?
I am so angry at this entire situation that I am likely to never set foot inside a Sears store again. I recently bought a stove from Sears that was delivered two days later than promised, causing me to miss a day off work, and I thought that was an isolated situation. Now I am beginning to wonder if Sears will ever again be the place to buy good appliances and reliable service, or if that was abandoned when they dropped the Roebuck from their name. And this hasn't made for a great holiday season for any of us.
I have been a licensed HVAC&R journeyman since 1978, and I am astonished at the lack of standards that Sears has exhibited in this situation. It would have been better had I changed the compressor myself, but my mother rightly insisted that she had paid for a service contract. The refrigerator now is of limited longevity due to contamination of the hermetic system by the first man Sears sent out, and chances are very good that it will require more compressor changes in the future. The elderly owners cannot afford to buy a new refrigerator, nor should they have to, as Sears is totally at fault in this situation.
I believe that you will agree with me that the only fair solution to this is for Sears to replace the refrigerator with a new one chosen by my mother (in no event would I trust the store personnel to choose one) at no expense, delivered and set up at her house, and for Sears to haul off the old one to the dump where it belongs ... along with a written apology. Alternatively, perhaps it is time to involve an attorney - another expense my parents would rather avoid. I would appreciate your immediate response to this intolerable situation, so that I may assist my parents in deciding their next course of action.
Ronald of Alexandria, IN, writes:
One call does it all. If you have a lot of time and patience! My horror story begins the afternoon of Saturday February 26, 2000 when I discover that my one-year-old Frigidaire refrigerator is going out of commission. That is to say my refrigerator is operating at 50 degrees and the freezer at 40 degrees.
Being too late in the day the to obtain service, I concluded that no repair would likely happen until Monday so we proceeded to salvage what we could from the freezer compartment and move it to our deep freeze. Likewise, we salvaged what we can from the refrigeration compartment and moved it to the freezer compartment since it is still operating at 40 degrees. To summarize, we did the best we could with what we had.
The morning of Monday February 28, 2000, I began calling several known appliance repair companies in the area. I was having no luck at locating anyone who could respond to my repair needs before Thursday. I then placed a call to Sears HomeCentral, a large mistake to say the least. My friendly telephone representative at Sears promised service today. In fact she promised service in as little as two hours.
My service is scheduled between 8:45 AM and 10:45 AM. All right! I thought, I can make it to work by noon give-or-take. WRONG! My service tech didn't show until nearly 4 PM. Once he arrived he thoroughly inspected the refrigerator and informed me that it needed the following new parts: A compressor, evaporator, heat exchanger and a DF Limiter. Total of parts and labor: $567.72, for refrigerator that I paid $464.00 for one year ago!
The good news, Frigidaire approved the repair under warranty. No out of pocket money from me. The bad news, it won't happen until March 7th when he is scheduled to return between 7:30 AM and 5:00 PM. Furthermore he has completely disabled our refrigerator and our make-shift refrigerator (formerly our freezer) no longer operates either. He goes on to inform me that the parts ordered will come to our home.
Still utilizing the freezer compartment as a refrigerator compartment we stepped back in time some 90 years and began putting ice blocks in our freezer to keep our refrigerated goods somewhat cool ... and we wait.
Packages begin arriving, three in all by March 6, 2000. Tuesday March 7, 2000 arrives and at last we will get our refrigerator repaired. The morning hours went by, no repair tech. 12:30 PM comes and I began to wonder if this was to happen today. One more check of the paperwork that my service tech had left for me confirmed, Monday March 7, 2000 between 7:30 AM and 5:00 PM.
At this time I called my Sears Home Central representative. She first confirmed my repair was scheduled for today but only after inquiring about the packages I had received. I informed her that, yes three packages have arrived. After hanging up, I wait. At 4:50 PM, again concerned, I call to find that I have been rescheduled for Wednesday March 8, 2000, no time frame was available.
Finding this unacceptable, I ask to speak to someone in management. I am transferred to Margaret (who wouldn't disclose her last name), at the Indianapolis dispatch center. Margaret explains in length, the new company policies related to parts being shipped to the customer and how it is my responsibility to inform them when the parts have arrived and after I have confirmed that they are the correct parts! After hanging up with Margeret, I proceeded to now appempt to verify that I have received the correct parts.
I find that three of the four parts have arrived but I apparently do not have a "DF Limiter", (Not that I would recognize one if it were being thrown at me). One more time, I call the Sears and after much delay, I am speaking to Margaret again. After informing her that not all parts are accounted for, she informs me that my appointment for Wednesday March 8, 2000 has been indefinetely posponed until such time that I call back to inform them that all parts have arrived. At this time they will re-schedule me.
To conclude Sears has not earned my seal of "Good Houskeeping Seal of Approval" and will likely never see my business again. Still Waiting, Ronald
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