Complain about a product or service

Sears Washers & Dryers

Sears Appliances • Dishwashers • Ovens & Ranges • Refrigerators • Vacuum Cleaners • Washers & Dryers • Water Softener --- • Special Offers • Maintenance Agreements • Other Sears Complaints

William of Elmira, NY August 19, 2007

William of Elmira NY (08/19/07)

We purchased a washing machine a little over two years ago. It broke down just a month after it was two years old. We called Sears and they said there would be a service charge to come and look at it. We called another service man to look at it and he said it was a spot weld that had come loose. We called Sears and they stilled said there would be a charge for their repairman to look at it.

We have e-mailed Sears several time and they respond by e-mail and say that someone will be contacting us shortly. This was started back in April or May. Since that time we gave up on Sears, we do not intend to buy anything at Sears again.

Bernt of Knoxville, TN July 30, 2007

Bernt of Knoxville TN (07/30/07)
My wife and I purchases a Kenmore Elite Heavy duty model 2694 washing machine in February 2006. With two kids the washer is used a lot. In June 2007 my wife starting noticing rust spots on most of our white/light clothes after they had washed. We bought this maching because the sales lady ensured us that this would not happen. We contacted Sears and gave them the information and they told us that there was a manufacturer defect on the drum of this model. They told us that they would replace this for free but they would have to sent a repairman to check it and order a new drum. But the customer service person told us that the service call and the labor were not covered and they would charge us for both depending how long the man was here.

My complaint is, if this was a manufacturer defect then why doesn't the manufacture pay for all the labor and service cost on the defect?

We have had to throw away numerous items because the rust spots will not come out after we wash them or treat them with Shout.

Linda of Appleton, WI May 12, 2007

Linda of Appleton WI (05/12/07)

We purchased a Kenmore HE2 Washer from Sears in November of 2005. By August of 2006 we began to have problems and called for service in September. The repairman they sent out said he had never worked on that type of machine before so he didn't know what to do for us. After he placed a number of phone calls to other service people and finally to the main office, they diagnosed that the pump needed to be replaced.

The washer worked fine until April of 2007. We called again for service; this time we had to pay because the machine was no longer under warranty. The serviceman they sent also had to call in and ask what to do and again they diagnosed that the pump needed to be changed and we would need to pay for it ourselves.

They can't do anything for us because the machine is not under warranty anymore - they will however sell us an extended warranty for one year for 279.00. 65.00 for the service call. Another 227.00 if we want them to order the pump and send another repairman out to replace it - or, for 80, we could order and install the pump ourselves.

Lori of Apex, NC May 3, 2007

Lori of Apex NC (05/03/07)

Our Kenmore washer that was purchased just over a year ago was shaking violently during spin. We have the protection plan and I called to have it looked at. The repairman came and did some maintenance and said it needed to be placed on a piece of plywood. That seemed to reduce the shaking. Two weeks later the whole liner collapsed and flooded our laundry room, damaging the floor. They came out again and fixed it again. Two weeks later (yesterday) the liner collapsed again and flooded our laundry room again. I cannot get anyone at Sears to help me and even was hung up on. I don't know what to do.

Mary of Dubois, PA April 12, 2007

Mary of Dubois PA (04/12/07)

I purchased a Calypso washer and dryer in 2003. The washer has given me problems from the beginning. Since the washer was designed to operate differently than a conventional agitating washer I thought that it worked the way it did was normal. When it had become completely dysfunctional I called Sears in to repair it. I had called Sears to get warranty information or assistance with the repair costs. Sears was very evasive and transferred me from department to department until after 6 phone transfers someone gave me the Calypso line and thought they might be able to assist me.

I filed all of the necessary papers to get compensation for the defective washer so that I could purchase a replacement or repair. Since October I have faxed the claim form twice, mailed the original and again mailed a copy of the original form and have not gotten a single response from Calypso. My washer is completely gone. The repairman from Sears estimated repair costs of over 600.00. I cannot afford to repair a washing machine that is defective. I am not looking for some huge settlement, I just need to have a good reliable washing machine, which is what I trusted Sears to sell me.

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