Complain about a product or service

Sears Refrigerators

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Sharon of Sanford, FL June 10, 2009

In November of 2005, we made the serious mistake of buying 3 appliances (a dishwasher, cooktop and refridgerator) from our local Sears "a name you can trust". We bought top of the line appliances and paid extra for extended warranty. Good thing we did! Within the first 10 months, the icemaker in the fridge began to malfunction; we were told it was a recalled item and it would be replaced free of charge. That was time #1. What we didn't see was that this defective ice maker was dripping water into the tray below the ice & water in the door portion of the fridge, and by the 11 month mark we noticed a rust spot about the size of a quarter forming on the door of our expensive new fridge.

When I called Sears to inform them of this, I was told that rust "is a cosmetic item, and is not covered by the warranty" and that we "live in a humid climate" and thus should expect this rust to be forming on our new smooth front unit. I asked them why no one told us about the possiblity of this when we were shopping, or why they still sell these units in Florida, and got no real reply.

Since the repair man was coming for ice maker anyway, I thought we'd let him see what was happening and SURELY he'd see this was wrong for a new item, but he simply parroted what Sears customer service told me about the rust being a "cosmetic issue". If we had abused the unit, or had scratched it or something I would accept responsibility, but there was nothing but careful treatment on our part.

When the repairman left and told me to take my complaint to Sears customer service, I did, and was told by the surliest rep ever that I had no more official options to follow, and that "I guess you will just have to bad mouth Sears for the rest of your life"! I asked her if these calls were recorded for training or other purposes, because I wanted her supervisor to hear what she said, and she told me she WAS the supervisor. Since then, we have had 3 ice makers installed, and for the most part have lived with store bought ice, since our top-of-the-line Kenmore doesn't work.

Last month when it quit again, and I needed ice while company was here, I called again for repair, and was told they'd be out between 8 am and 5 pm the next Saturday. At 4:45 pm I finally got a call from them, and the repairman asked the status of the icemaker, and I told him it had begun to make a small amount of ice, and after waiting all day on a Saturday, he had the audactiy to tell me that since it was technically working, he wouldn't be coming after all, and to call again when it NEXT QUIT. Now this peice of garbage has an area of rust 8" long by 5" deep that goes all the way thru the door, and it is uncontrolably pouring water onto our 1 day old 5,000 bamboo floor, threatening to void the floor warranty. I tried to turn the icemaker switch off and saw a spark and got shocked.

My husband is out of town and I am trying to figure out how to turn the ice maker water supply off without pulling the fridge across the new floor. Since I can't find ANY HELP I have stuffed the freezer (which also has rust inside it) with towels and sheets to absorb the water. What a disgrace! Last time I spoke to a rep at Sears I was told their records don't go back to 2005 so they don't know when I first made a complaint. The new door is 450, and I think Sears owes us that much at the very least. I haven't even gotten to the part about the drawers breaking, 2 out of 3 cracked during normal use. And the dishwasher, well, that is another bad sad story for Sears.

I am going to send the pictures I have taken of this filthy looking peice of 1,100 junk metal & plastic to our local newspaper and TV consumer reporters, as I am not going to have my new floor ruined, too! Since there is rust on the frame around the icemaker inside, too, I want a new fridge, or at least a realistically PRORATED replacement fridge, but I do not really want it to be from Sears, as I am throughly disgusted with them and the Kenmore name.

Joyce of Highland, CA June 24, 2009

I purchased a 25cf side-by-side Kenmore refrigerator in December 2007 (1.5 years ago) Today, 6/24/09 I paid 323 to repair the ice dispenser. The ice dispenser motor had burned up. The ice storage container is in the door. I asked the repairman why the ice dispenser motor would burn up in 1.5 years. He said the ice cubes in the storage area melt a bit every time the door is opened. The melted ice runs down into the dispenser and freezes. The dispenser is used and the inadequate motor cannot crush or dispense the solid ice that has formed from the melted ice cubes so it burns up. This is a very poor design. So I am faced with having to replace that motor every 18 months or so at a cost of 323.

I've had Sears refrigerators before for 10 years or so and never had to repair anything. Since it is past the 1 year warranty Sears won't do anything. They have a lemon law that requires 4 repairs on the same item in one year to qualify for replacement. I want Sears to take back their faulty refrigerator, credit my account and let me pick out a refrigerator that will meet my needs and not cost me money for repair bills due to their faulty design. I am very disappointed in this Sears product and Sears reponse.

Susan of Elkton, MD June 18, 2009

just over 1 year ago, built new home and purchased new Kenmore refrigerator and washer/drier combo. Refrigerator several problems during warranty period and 2 weeks after, completely broke down, losing all food. Washer broke, possibly beyond repair, several weeks past 1 yr. warranty.

Sears offered to "set things right". Their offer was 20% off a new refrigerator - period.

Despite the fact I had purchased a brand new fridge, dishwasher, stove and over hood just a month ago.

I promised them these will be returned and I will do no further business with Sears and don't care to ever see another Kenmore product.

AGATHA of MIDDLETON, TN June 18, 2009

We have a new refrigerator purchased the last day of January and delivered in Febraury we have had 4 service calls but technician only came once. Took a day and one half vacation to be there when they said he would be there and he came once and then other times he said he could not come when we said and then once he just ordered parts like he knew already what was wrong with it. The food in refrigerator is freezing or it is to warm. They refuse to give us a new refrigerator it is less than 5 months old. Food lost from freezing in refrigerator and then some in freezer was also thrown out because the ice cream melted and refroze.

trish of bloomington, IN June 13, 2009

I purchased a dishwasher and refrig. At 18 months the plastic inside the refrig begin cracking everywhere. I talked to Sears local and at 800 # and basically told too bad. I didn't purchase an extended warranty and they told my even if I had it would not have covered the plastic inside. Its now been 3 years and I'm at the point of giving up on this 2400 refrig and buying a new one. I can't get Sears to assist with this problem or even agree to pay half the cost to replace all the plastic.

Christine of Newnan, GA May 28, 2009

I purchased a Whirlpool refrigerator (model #ER8AHMXRQ00) 3 years ago from Sears along with an extended warranty. I started experiencing a warping/buckle on both doors, mainly the refrigerator door but the freezer door also shows the same signs to a much lesser degree. I thought I was covered by the warrenty and when I finally contacted the service tech, I was advised it was considered cosmetic. I then requested a senior tech to come to the house and although he acknowledged there was a problem, I was told the same thing, cosmetic.

After getting no where with the customer service department's promises, I decided to write a letter to B. johnson, the CEO of Sears, and he wrote back and had someone from the Blue ribbon Customer service team contact me. They advised that they would have to look into the matter, and would call me back on a set day. I never received a call, so I waited several days to give them time to contact me.

When I didn't receive a call, I called the number provided on the letter, this was his personal assistant's phone number. After over 10 more days of someone still not returning my call, I called the number again. The next day, I received another call from the Blue ribbon team, and there was no record of anyone contacting me almost 3 weeks prior.

They offered an amount towards a new refrigerator, and indicated that the entire unit may have problems, and the doors may not solve the problem. However, I would just like to have the doors replaced, or if I must have the a whole new refrigerator, I would like the same style, and size. The person on the phone said they did not contact whirlpool to see if there are issues with this particular model, since their techs indicate it is cosmetic. I have to keep pointing out that it is cosmetic due to a defect within the doors, most likely with the insulation.

They provided me with several phone numbers to Whirlpool, and would contact me next week. I advised them that I would contact Whirlpool, but one phone number was after hours, and the other was not able to be reached from my calling area. I did some research on a phone number to contact Whirlpool, and when I spoke with someone, I was advised the same thing, cosmetic. I kept advising them that their definition of cosmetic differed from mine, as far as a defect causing the "cosmetic" problem. I asked for a Whirlpool tech to come and look at the problem, and reminded them, that no one has pulled the doors apart to determine what is actually causing the problem, and was advised that the cost of a service visit would be at my expense and I should deal with Sears, since I had the warranty through them.

After pressing the matter, I was put on hold and then told that they would match 15% of what Sears said they would cover towards a new product, and they normally don't do this, like I was special or something and quoted the price of new doors, which are over 100.00 more than the refrigerator cost in the first place, intallation being extra. Mind you, I have none of these quotes in writing from either Sears or Whirlpool. I'm fed up, but I'm most certainly not giving up because I did nothing to cause this product to fail the way it did, and I believe one of these companies need to take some responsability for this product I purchased.

Sharon of Cookeville, TN June 2, 2009

I bought a new Sears Kenmore refrigerator in June of 2008 with a 3 year extended warranty. The ice lever in the door is broken and I reported the problem to Sears on April 14, 2009. I called back several times to check status, they tell me the local repair company must call me to schedule the repair. No one ever calls back. This has been going on for 7 weeks!

Bette of Anaheim, CA May 19, 2009

I purchases a side by side refrigerator in 1987, and have had a contract ever since. My fridge went out On Tues. May 12, 2009. Today - a week later - I had a repair man tell me that the compressor was out. My question is -- since this refrigerator is 20 years old, what kind of deal can Sears give me on a new refrigerator, and a refund on the contract that now extends until 2010. I need a name and a department to call, to see what can be done.

I would like to have a new refrigerator with a bottom freeze, since I am 20 years older now. Please give me a name and a department that I can deal with -- or tell me what my options are. I lost a lot of food, did not know about the food loss amount -- since the original refrigerator was purchased 20 years ago. So I did not take pictures, or keep a list. The food was smelly and I threw it out. Please give me a name and number to call. I am not through with this.

Randall of Port Huron, MI May 10, 2009

The refrigerator quit working, I looked into the back of the refrigerator and when I was wiggling wires on the compresser I saw a arc flash from the relay. I call Service Master in my area and brought a new relay for 40.00 dollars. all my food when bad, also had to clean off the prones on the compresser were the relay plugs into

Willis of Boones Mill, VA May 12, 2009

Bought a side by side refigerator just over two years ago and the inside panel is all cracking. When you pay well over 1000 dollars this should not happen. The rep I spoke with told me to get some epoxy for it. You can wont have too worry about this valued consumer buying any more merchantdise from sears Thank You!

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