Sears Maintenance Agreements

I purchased a home freezer in October 2010 with a 24-month maintenance agreement. The freezer stopped working December 2011. Maintenance was scheduled on December 22, 2011. The repairman informed me that a electronic relay was required and he said it would be best to order the whole assembly instead of just the relay. He ordered the part on the spot and told me that the part would be delivered to my home. An appointment was scheduled for December 29, 2011.

On December 29, I started getting phone calls from Sears automated system rescheduling appointment because the parts were backordered. After so many reschedules and not receiving the parts, I requested that the freezer be replaced. I don't remember the exact date of the request but I was told by the representative that they weren't authorized to do this. I asked to speak to someone who had the authority to replace the freezer. I was told to hold on while I was being connected to this person. Instead, I was disconnected. When I called back, I was given another appointment for February 10th. This happened about two weeks ago. I just hung up this morning and was told that the parts were on backorder until tomorrow, February 8th. I don't know what type of service this is suppose to be but I'm angry. I didn't pay for non-service and I don't think Sears have a leg to stand on.

On January 7, 2011, I renewed the maintenance contract on my refrigerator by telephone. I charged the 2 year contract to my Discover card. The sales person said that she would email the contract and I have never received it. The call for the renewal came from Spokane Vallewa and was for $246.98. Can you verify the renewal and see that a contract is either mailed to me or sent to me by email? Thank you.

I tried for over a month to get an annual maintenance check on my range. First, their system was down. Then once I got through, I was told I would be contacted in 48 hours to schedule an appointment. After waiting over 10 days, I called again and then began to get the runaround. Finally, I was told to find my own repairman and get estimate and call and have it okayed and then if approved, I could schedule a check. I called the local store and after 3 days of phone calls, I was told that they had serviceman who would service it, but I had to call the 800 number to schedule it. When I called the number, I was told he would not do it due to travel distance.

Totally lousy. I had an appointment for today between 8am-12n, no one showed up. When I called, I was told he was running late and they would send him an e-mail. When I did not hear anything, I called again only to be told that the person who was doing the route called in sick and I would have to reschedule the appointment for next Wednesday 12/07. I told them that would not work for me because I have to work and already wasted a personal day to be home today for this appointment and I also had to reschedule another appointment. So after four phone calls and three attempts to speak with a supervisor, I have another appointment for 12/09/11. Let's see if they show up this time. I have also filed a complaint with the Better Business Bureau. I will also never buy another Sears product again and will inform all family and friends to do the same because all in all, their service sucks.

I called to ask about scheduling a repair. I was told I had to agree to a $70 visit fee, plus parts and labor, or purchase a service agreement in advance, which is a 1 time payment of $251.99 that covers up to $500 in parts and labor, with unlimited service calls for 1 year. If the technician sees that the fridge is unfixable, then a voucher for $500 will be issued to purchase a new refrigerator.

I was confused, and asked if the $70 would include an estimate for repairs and parts? She replied with yes. So why would I prepay, not knowing what might be involved? I didn't understand, and told her this seemed very odd, and like a hard sell. I explained that given such an odd option, I wasn't very comfortable with their service and wanted to consider my options with other service companies. She hung up on me! Wow! Rude to the max, and really aggressive, and unprofessional. I was shocked! I am now looking for other service teams that service Hotpoint and Kenmore products. I'll order the parts myself online, and repair it, if needed.

I am currently renting a home that has a refrigerator covered under the Sears warranty. The fridge broke down on Saturday morning and I called the 800 number. I got an appointment that day between the hours of 1-5 pm. I waited and waited and waited. At about 5:06, I called and told the customer service rep that the person repairing the fridge had not shown up. She placed me on hold and came back to tell me that he was running behind and wouldn't be at my home until 5:45. At 6:08 pm, I called again and told them that he still wasn't there.

Customer Service then proceeded to tell me that the repair person said they were at my house at 5:30 and no one was home. Well here is the problem: I Have 24 hour security surveillance at my home which allows me to see who is coming in/around my house 24 hours a day. He never showed so when I proceeded to tell the customer service person that, they then told me I would have to make another appointment. "When was that?" I asked. "Thursday! Are you serious! This is my refrigerator, not a washer/dryer or another appliance that isn't necessary! This is an urgent matter and to have to wait until Thursday is completely unacceptable!"

We purchased the components for a Carrier dual heat system in April 2010. This system is a heat pump, which transfers to auxiliary heat, a gas furnace when temperatures outside reach a designated temperature, in our case 40 degrees and below. Since our purchase, the following has occurred: At the initial installation the wrong parts were brought to our home, they brought an air conditioner! At the rescheduled installation the condenser unit was damaged. In our first winter of 2010 with the unit, we discovered they did not install a proper thermostat to connect the gas furnace. Numerous phone calls to the Regional Manager went unreturned, and then when returned, he advised us to get an outside contractor to help us because he didn't have anyone who could help on short notice. Then he promised to reimburse us for the service call, which did not happen. We are still waiting for reimbursement of that service.

Once the outside service identified the problem was the thermostat and refrigerant, the Regional Manager sent someone to install the thermostat. As stated, we never received reimbursement for the service call and the Sears' tech claimed the refrigerant was fine and considering the hoops we have had to jump through just to get service, I am reluctant to believe that. We purchased a five-year maintenance plan for the heating system components. When I tried to make an appointment for our first check-up in the spring of 2011, I was told I did not have a plan for such components. The maintenance agreement was written for an oil furnace, which we do not have nor did we purchase. Therefore, I had to spend hours trying to resolve the issue before anyone would come to the property. Again, several unreturned phone calls by the Regional Manager. When he did finally call all he say was that his records showed the maintenance plan was written for the components we purchased so it should be okay, just show the receipt to the maintenance tech and Sears will reimburse for any charges. He offered no other help whatsoever.

I researched complaints with the Better Business Bureau and found that when consumers were told to just show the receipt to the maintenance tech, they do get charged for the service and not reimbursed. I had to spend hours of my time trying to resolve the issue when I had actually paid $665 for the plan so I would not have issues. The current issue is the auxiliary heat turns on when the temperature is higher than the designated 40 degrees i.e. 63 degrees and there is a whooshing sound near the condenser when this happens, therefore, my propane is being called for and used unnecessarily. The service told me the thermostat controls the system and it involves algorithms he doesn't understand. Then he asked me for the installation manual! I didn't have the installation manual; I had the owner's manual which he pursued, and then told me the system is supposed to work like that, threw the book down and left.

If the system is not working properly it needs repair or replacement. I am not getting the level of service assured by Sears and the maintenance agreement. I have no heat. I have unreturned phone calls from the executive offices of Sears Holdings. I faxed a letter outlining the issues and sent it to the corporate offices, but no response. I called the executive office again and placed a message with Lou D'Ambrosio's voicemail this morning at 7 am. It is now 9:21 am and I have no response. The weather is getting colder. My propane will run out quickly if they do not fix this issue. I am a senior woman who spent close to $7000 for a system and maintenance plan, and I am cold and need to buy space heaters because Sears will not respond to fix my system.

I recently bought a garden tractor from Sears with a full maintenance agreement and warranty for 5 years. The tractor runs about 15 minutes, shuts down, and will not restart. It is not a gasoline problem. I have called "customer service" repeatedly. They tell me I will have to wait 35 to 40 days for anyone to come out and service the machine. Please, do not be a sucker and buy a garden tractor or mower from Sears. They do not respond in a timely manner, and you will waste your money buying a maintenance plan from them.

I bought a snow blower 3 years ago. The salesperson sold me a 3-year Repair Protection Agreement. He assured me multiple times that if I didn't use it for 3 years, I would get my money back. Yes, partially it was my fault because I didn't go home and read the entire contract. You only get your money back after 2 years, and prorated between 2 and 3 years if cancelled. I called the store manager and Sears Protection Company. Of course, both refused to do anything. The salesperson was no longer there. I feel that Sears is at least partially responsible, since the salesperson represents the store and they were misinformed or just plain lying.

Protection agreement states that if they can't fix it, they will replace it. They keep giving me excuses since July. They keep trying to fix it and it is still not fixed. They said the same parts have to be ordered 4 times. On the fourth time, they said it is something else. Meanwhile, sometimes I have to wait 3 weeks until they order the parts. My washer is still not working.

I called for maintenance on my range, the technician came in and ordered the parts. Some of the parts have not arrived. We have called over 7 times over the last 2 months. All that the call center representatives replied is that someone from the parts department will call. Today, one of the gas outlets turned off while I was cooking and the entire house was full of gas. I called once again and my situation was not resolved. They told me that someone from the parts department will call. Will I have to wait for my house to explode before my range is repaired?

I received renewal notice for protection plan for my TV. The protection had run out in April and there was still time to renew. I called and renewed. I had a problem with my TV three weeks later; first they claimed that it preexisted, then that I purchased renewal after 90 days grace period.

They sent a repair person who only talked with my son without touching the TV. They decided on what was wrong and claimed that it was pre-existing. The customer service claims that he diagnosed based upon his expertise. Since then, I talked with Toshiba about this and they believe that he should have at least turned on and set tested cables, all attached units and taken some internal readings. Then they said that because I was beyond the 90 day grace period, agreement was no good. I explained that on August 5th, I returned from South America, where I been since the first week of June, and found the renewal among bills, renewed on the 7th of August. The TV was working fine, then it wasn't until returning from Miami on the 26th that I found the TV not functioning; this is when I called for repair.

I personally drove to the local store and talked with the office staff with whom I couldn't understand why there was a problem. After looking over all my paper work, they gave me another number to call which led to nowhere. After waiting for four hours to a repair person, I called only to be told that they were not covering my claim and cancelled appointment.

I have spent hours wasting my time talking with the customer service, only to have them telll me that they made a mistake and should not have sold the agreement to me. Nineteen years ago, I had a kidney transplant and two years ago, I had serious heart troubles but they were nothing compared to dealing with Sears. In the end, all I wanted was for the TV to be fixed as the agreement I paid stated.

I purchased a 5-year MPA with Sears for a washing machine that I bought from them. I called over one month ago to schedule a repair appointment to fix the washing machine. The repair appointment was made for approximately 10 days later. When the repairman arrived, he did not have any parts. So he ordered the parts and came back the following week to put them in, only to find out Sears had not shipped all of the parts and he couldn't do the job. I was referred to Customer Solutions and was told that if I did not receive all parts within 21 days of the first appointment, the washer would be replaced.

I called today being the 21st day and was told the parts was shipped this morning at 5am and they would not replace the washing machine; and they have an additional 8 days for me to receive the parts. I was also told by the "Customer Solutions" that the MPA does says Sears will cover all parts and labor OR replace the parts, but it does NOT specify in which time frame this needs to occur. I still do not have any idea when or if I will get the parts, the appointment or either. I will NEVER buy another Sears product again after going through this fiasco to get a product repaired that I paid an extra $310 for extended coverage and can't count on that either.

Beware of purchasing a service agreement from Sears!

On August 13, 2011, I began to have a problem with my Frigidaire washing machine. I had purchased the master service agreement so I called for service. The first date they had available was four days later and I was given an appointment for Thursday, August 18th. I was told that the service person would be at my home between 1:00 p.m. 5:00 p.m.

So, on the date of the service, I received a call on my cell phone at 11:32 a.m. from Sears Appliance Repair, which I missed, because I was at work. They called me back at 12:30 p.m. but I still was not able to take it. And so I decided to call the repair center and they stated that the repair person called to say he was on the way to my house. I told the call center that I would be home between 1:00 p.m. and 5:00 p.m. per our appointment.

A few hours later, I discovered that my appointment had been canceled. I contacted the service center and asked to speak with a supervisor. After being put on hold for several minutes, I finally spoke with one. The supervisor told me that the earliest they could re-schedule was after four days.

I then went to the Sears store where I purchased the appliance. The store clerk was very helpful. He called the service center and was told that the repairman was already at my house and no one was home.

At the same time, I was speaking to another person at the repair center and was told that they canceled the service because they had to order a part of the washing machine. When I asked how they knew about what part to order, the only answer she could give was off of one of her pre-written response card, which was repeating the reschedule date.

I left the Sears store with no answer or resolution to my problem. I then called the Sears manager and she gave me a phone number for another call center. When I asked to speak to a district manager, she said that she didn't have any information on a district manager. No one seems to be accountable for Sears Appliance repair person's inability to show up for an appointment.

So I contacted the complaint center but they could do nothing to get a service to my house today because the service crew is in a union and they can't work past 4:30 p.m. I have rarely experienced such poor service in my life. Sears didn't seem to care if I missed half a day work and it looks like they wanted me to miss another one. I will never purchase another appliance from Sears again.

We have a maintenance agreement with Sears for appliances. This covers refrigerators, stoves, microwaves, television sets and central air conditioning system. Our air wasn't working on Saturday of August 6. We called the Sears hotline to set up repair on the A/C unit. They said they would be at our house on Monday of August 8. We called on Sunday to confirm the appointment, and were told they would be at the house now on Tuesday around 1-5. This after they promised on Saturday, they would be out on Monday. We complained to them as we already took off work on Monday to be there for the technician. They came on Monday at 2. The technician confirmed the compressor on the central air conditioning unit was fried, and a new one had to be ordered and replaced.

They called on Tuesday that the spare part was being shipped, and would be at our house on Wednesday of August 10 or Thursday of August 11. They called on Wednesday to tell us that the spare part was now on back order, and we wouldn't see it until Thursday of August 18. We were furious, as we have a toddler with severe allergies and asthma; we can't survive the hot summer without air. They told us that they couldn't get it earlier. We asked to speak to a supervisor and were hung up on twice. What?! Nice customer service. We pay a yearly fee for this service as do two other family members for their houses, as well.

I manage a Sears Appliance Showroom. We sell Master Protection Agreements and I am proud to offer them to my customers. It looks like a lot of complaints until you realize that the comments are spread out over several years. The biggest problems seems to be that people cannot get the repairs done fast enough. I just wanted to point out that my experiences have shown the MPA has saved a lot of people a ton of money over the years and their problems are usually handled with professionalism and speed.

Months ago, my street address changed. I notified Sears who, instead of changing my address, opened a new account. When I needed repair, even though I had a service agreement, Sears required that I pay them. Now, several months later, they still have not sent me a refund. I scheduled another repair call, and they scheduled it at my old address. When I called them about this, they claimed that the account under my old address has been closed. They exhibited no remorse or willingness to rectify the situation. Their only response was to tell me what their policy is. It's an absolutely shameful behavior. In the mean time, I am out 380.00, and I can't get them to correct my account so that I can get repair!

Made appointment for refrigerator. Ice maker wasnt working. Service technician came out a nd refused to repair ice maker unless I agreed to be bilked for an additional superfluous charge to upgrade the voltage computer chip for the ice maker which wasn't broken ! After expressing our contentment with the current voltage & our soon intent to replace the refrigerator, the insouciant technician shrugged and unabashedly stated "you have to take all I (recommend) or I want do repair." he quoted me a total $560.94 & I refused. I paid the required $70.

Later, after he left, I tried to contact his manager to no avail. Reviewing the invoice now and I have discovered a discrepancy the invoice to is $310.85. I am gravely disappointed with Sears, but relieved I didn't purchase a warranty from them & will never buy another appliance from Sears. How sad that one of Americas last hold out has become corrupt ! I will frustratingly apprise anyone who will listen.

I called Sears on July 18,2011 I pre-paid $269.63 SSAplan I was told. My appointment was on July27,2011 between 1 and 5pm on this day I called to confirm. The tech called me at 2pm the tech cell number is 973-876-8408 he did not provide his name. He also never showed up.. Sears was very rude. I also asked Jared@ 1-800-469-4663 for help and I was hung up on.

I am a school teacher out on break and am trying to clear brush. I cannot wait two or three weeks to get my saw repaired.

Seven (7) weeks ago, the motor in my 2.5 year old Kenmore dryer died. A simple enough problem to fix right? WRONG! At the time (no longer, mind you), I was very grateful I had purchased a 5 year extended "Maintenance Agreement" warranty on the appliance. I called customer service, and they booked me a technician appointment ...for nine (9) days later. I was not thrilled by the long wait, to say the least, but little did I know the wait would actually be MUCH longer.

It's now over 7 weeks later and I've experienced two (2) rescheduled appointments AND two (2) no-show appointments and Sears has refused to "escalate" or resolve the matter. Each time I call, I am sent to the Customer Solution (escalation) center and no one is able to escalate anything. Whatever "next available" appointment is offered to me is ALWAYS more than 7 days away and is NEVER changed by the "specialist." The two "specialists" I spoke with after my "no show" appointments even claimed they had no supervisor, when I asked to speak to one. (Does the CEO of Sears realize that "Bryce" and "Eric" apparently report to no one? If he does not know this he will soon, as I am going to send my complaint to all Sears executives (detailing all dates and "non-helping" specialists names and employee id numbers.

Here is a summary of my lack of service to-date:

FIRST CALL TO SEARS: I am told next available appointment is 9 days away

APPOINTMENT #1: The first technician couldn't find a parking spot, refused to park on the next block, and drove away, which forced me to be rescheduled and have to wait another 8 days for service.

APPOINTMENT #2: They did not have the necessary part, so I was again forced to reschedule and wait 13 days for the next appointment.

APPOINTMENT #3 No show. I called Customer Service and was forced to reschedule, next available appt is 8 days later. Even though it is Sears fault that the technician did not show.

APPOINTMENT #4 No-show AGAIN. I called Customer Service and AGAIN was forced to reschedule, next available appt is 8 days latereven though (AGAIN) it is Sears' fault that the technician did not show.

I have two small children with no clean underwear or towels right now because Sears technicians did not follow through and/or show up when they said they would. I took time off from work to wait for these technicians four times (4 hour chucks were REQUIRED each time).I told the "specialists" all of this. I also suggested that Sears cover the cost for paying a technician's OVERTIME at this point to fix this issue since we have been inconvenienced for too long. The specialists who report to no one --said that is not possible. I lost money staying home to wait for no one yet Sears refuses to pay a technician an extra $100 in overtime to fix my dryer and satisfy a customer they have put through the ringer? Instead of losing $100 Sears has lost me as a customer for life. We are buying a new home soon, and a whole new set of appliances. None of these will be bought at Sears. What a shame they couldn't prevent this I gave them MULTIPLE opportunities.

In 2009, I called for service on my husband's treadmill. The service charge was $90.00. At the time of the "supposed" technician's arrival, he mentioned that he did not know what was wrong with the machine. He attempted to fix it and failed miserably, stating the service call would be refunded, yet my Sears card had been charged. A & E is a subsidiary of Sears. We spoke with the company and were reassured that this credit was obtained. The technician made another appointment to come back, at no charge, for another time with another part. He returned, and once again, did not fix the treadmill.

At this point in time, once again, we were assured that there was no charge; however, someone was charging my Sears card, unbeknownst to me. The technician could not, did not, and could not fix the machine, and in reality, ruined the same. He came back a third and final time, but called my home, asking to come and pick him up because he was lost in the mountains and could not find our house, though he had been here twice before. Okay, I went to get the man. He finally came to my house, our house, and informed my husband that he could not fix the treadmill, took all the parts back with him, left the treadmill in a non-working manner, swore no charges would incur, and deleted our account number. This is not what happened and the treadmill was trashed to the tune of $850.00.

The company billed me without my knowledge on my Sears account. It went into collections I called numerous times and was informed that I would receive a credit of the full $300.00. The worst part was that I never knew what was going on behind the scenes. They stole my money, infused lies on the computer, billed me fraudulently, and I lost my expensive treadmill.

If you purchase an extended warranty, be aware that Sears will do anything to wriggle its way out of honoring your rights. Number 1, be sure you keep asking and pestering Sears until they actually send you a copy of the agreement so you can see exactly what your rights are. Number 2, keep records of dates and places of purchase and every repair and exactly what happened. When you have had four repairs and are entitled to replacement under the lemon clause, they will do everything possible to swindle you into accepting less than you are entitled to.

For instance, I was told they would credit me with the amount I had paid rather than giving me an equal replacement. I had purchased a floor model at a steep discount so this would have been a big loss for me. I also tried contacting "Sears Cares" where they acted as though they were doing me a favor by adding $100 to the amount I paid. I refused because I didn't want a "favor." I just wanted them to carry out the words written in the agreement. I next filed an online claim with the Better Business Bureau in Chicago. The results were immediate. I was contacted within 3 days by a dedicated employee at Sears corporate headquarters who offered me a credit which was more than fair and apologized for the poorly trained employees I had previously dealt with. My advice: Don't waste time complaining. Be aware of your rights. Insist on them and if you don't get what you're entitled to, go directly to the Better Business Bureau with all the facts. Sears is extremely responsive to the pressure from the BBB.

I called Sears repair service and set up an appointment for my Amana Freezer to be repaired. The technician was here only 25 minutes, replaced one part and said that everything was fine even though he did not wait long enough to be sure that ice was dispensing properly. I had ordered and paid for the part that was used. The amount I was charged for "labor" was $124.90, which equates to $299.76 per hour!

I called Customer Service for two reasons: First, the icemaker still did not operate properly, and secondly, to ask what the hourly labor charge was. I was told that there is no hourly charge but rather a code is used based on the type of work to be done. I was never given an estimate of what the charge would be even though the technician knew before beginning work what it would be.

Unsuspecting customers throughout the United States are suffering the consequences of unfair trade practices. I lost $144.90 plus the $70.00 "appointment fee" as a result of Sears' policies and still do not have an ice dispenser that is operating properly.

We bought a 2500 Sony TV from Sears in 8/08. Last fall, it started to take 20 minutes for the picture to come on. Eventually, the screen was just green. Due to the exorbitant cost to fix this TV, we spent another $1,000 on a warranty. We waited 6 to 8 weeks for our TVs panel to be replaced. This is the main TV in our house. They came out 2/12 and replaced the panel, and now, the TV turns off on its own and goes to standby.

I'd like to take this TV and throw it through their window. I hate Sears! I hated them for product issues before my husband made the solitary decision to buy from them. They tell us they won't replace it until they have fixed it 4 freaking times! So, today we are still without a TV as they have taken it back again. I could scream. Thanks.

I called to report that my dryer had quit. They said it would three weeks out, they called the day before service day and said they would be there the next day, they did not show up, so I called them. They said they rescheduled me for three weeks more out. In the mean time my freezer went out (now I must mention that they had come out the month before to do a maintenance check, makes you wonder) I asked to get my freezer repaired they said it would be so many weeks away. I ask what about all the food I had in there rotting.

They finally came out and the man who was nice, said they did not send all the parts needed to repair the dryer, but when he called to reschedule me for the next week they told him no it would be more than two weeks before he could come back. He did get my freezer going for me, but lost all my food. OK now it was to be fixed on November 22, wrong got a call and they said they have rescheduled me for December 9. Now there is a three month old baby in the house, I am drying all clothes and such on lines stretched throughout the rec-room, I am having company for Thanksgiving, including another baby. Thank you Sears for all your disregard of customer service you only want our money.

Repair for dryer scheduled for 4-hour window and repair person no call/no show. Customer service does nothing. Repairman shows up one day with no appointment and has no knowledge of the appliance. After over an hour, most spent on his cell phone orders a part on his broken laptop. Reschedules appointment for 9/3 and again no call/no show. Customer service again only offers to reschedule and will not escalate me to management.

8 hours of lost work time, a dryer that has been broken for over 3 weeks!

I called to have a specialist come and install our dryer. We needed assistance and just needed the foil part (sorry, I do not know the name of the part) hooked up. It would have probably took no more than 10 minutes. We even have bought warranty with our washers and dryers and were told we do not have to pay a fee. However, when we were setting up the time for installation, they quoted us $139.99. That price is absolutely ridiculous especially for work that is going to take 10 minutes. That has really made me lose respect for the company and I no longer want to purchase any other appliances with your company. The charge to have our dryer installed does not match the labor or time that will be spent with that task.

I have a Master Service Agreement on a Sears Dryer that I purchased 4 years ago. I put in a service call two weeks ago because the heating element isn't working correctly. I had to wait almost 1 week for the tech to come out. He said that it wasn't really the dryer, that it was the venting of the dryer (it worked for the last four years) and he left. We had a plumber come in to check the venting and we were told there was nothing wrong with the venting. The dryer still does not work.

We called the service department again. We were told we had to wait another week. Today (8/25/10) was the day we were supposed to have service and my husband took the day off from work. He received a phone call this morning from the service department stating the tech called in sick and our service call was rescheduled for Friday. My husband will have to take another day off from work. This is totally unacceptable and when I called to complain, they simply said "Sorry, nothing we can do". When I asked for the name of a manager or someone to direct my complaints to, "Sal" told me to write to the CEO, Bruce Johnson!

We have a master protection agreement covering all our appliances, cost: $654.00. Our refrigerator stopped working. I called for repair on 8/19/10. The earliest date for repair is 9/8/10, almost 3 weeks away. This is unacceptable. We paid for the repair yesterday at $215. I am contacting Sears to pay me back.

I called Sears' repair services for a repair on a Kenmore dishwasher that I purchased from a Sears retail store on December 06, 2009. The date that I called was in early August of 2010. I was told that the soonest a service technician would be available was August 18, 2010 between 1:00pm and 5:00pm. The Customer Service person said that I would be contacted the day before the appointment to verify that someone would be home.

No one called. On the morning of the scheduled appointment, I called the Customer Service number and was told that the technician would be at my home between 1:00pm and 5:00pm and that the technician would call when he was on his way. There was no call and no service technician!.

On Thursday morning, August 19, 2010, I called Customer Service again and told them that nobody had come to my home. The Customer Service person apologized and rescheduled a service technician for the morning of August 29, 2010. I complained and was told that it was the earliest available appointment.

Sears sells these service contracts for good money and have no further concern about their obligations for prompt responses. I lost half a day's work and have a $676.06 dishwasher sitting in my kitchen, waiting for their first available service technician.

Would I have the same wait if my refrigerator or stove required their warranty or service contract service? Sears is supposed to be a service orientated retailer. They are anything but! If they cannot provide a more prompt response, then they should hire additional technicians or get out of the retail business and return all service contract fees that they pocketed.

I sat here waiting for a technician from 1-5 who never came. No show, no phone call, nothing! I called and was told their Technical Center was closed, but I could call back and make another appointment! What? That's it? I'm suppose to accept this kind of service! I should have known better! Especially since this wasn't the first time. See this, which I send Sear's and never got a response to.

This is regarding your Customer Service Agent, Jackie (male) who took a call from me at approx. 12:45 Pacific time on 10/20/05. I had a repair appointment scheduled between 1 and 5. Your technician called at 11:30ish and I wasn't home. I wanted to be certain that he knew I was aware of the appointment and would be here between 1 and 5. Rather than assist me, or even listen to the full reason for the call, Jackie chose to get confrontational and insisted that Sear only has 8 to 5, not 1-5 as my appointment scheduling and confirmation call last night indicated. His rudeness was less than appreciated and I suggested that he was starting to have an attitude and better change his tone.

At that point he hung up. I've had many dealings with Sears Service in the past, as your records will show, and have never encountered anything like this young man. I sell call center components and know that you can review this call record from my phone number above and perhaps even review the conversation. I'm extremely displeased at this kind of treatment, especially in relation to a matter so simple.

Air conditioning is out and has been out for 4 weeks. I am just waiting for a tech to look at the unit to see what the unit needs for repair. It is now 4 weeks and I am still waiting.

I have a warranty on my Sears refrigerator and called for service on my ice maker because it was not making ice. A service person advised me if it was frozen I would have to pay for the service call. I explained that I did not think it was frozen. She told me since I did not have my yearly service I could have that and he could repair my ice maker at the same time and it would not cost me a service call. I said okay. He came out and did have to replace parts on my ice maker.

The ice maker is still not working and I called several times to make an appointment to have someone come out again. Sears replied that they could not (would) make an appointment since the service man had not turned in his paper work. All I want is an appointment to get my ice maker repaired and whether or not his paper work in in should not make a difference especially since I am still under warranty until 3/2010. This is the first time I am complaining about Sears but I have had problems with them before. This may not be a major complaint but paying for a warranty and not having the work completed professionally should be reported.

July 10th, 2010 we called Sears Maintenance because our 6 year old Kenmore Elite stopped cooling. Service was out that day! They said we needed a new compressor, so we paid the extra money (above the maintenance agreement) they said they would be back the following Tuesday to replace the part, instead it was Wednesday, but no one called and told us the day was changed. We called service and then was told. (Husband missed work for two days.) It wasn't three days later, July 13, 2010 later the refrigerator lost all its coolant.

called service. now they said they would not be able to be back till the following Monday, July 16, (over 7 days to wait). came back sauder the line. (Husband took the a/m off). Now three days later, the coolant was out again. Now again we had to wait another 4 days for service. This went on for five (5) additional calls for the same thing. Yesterday, the original service man came in and was appalled with the *** work the other repairmen did (every time there was a different person), went and made a phone call and said he would be back today (early) with a new compressor and a new line.

Well my husband took another day off. The service man called and said he was running late. At noon time, my husband called Chicago. They called someone and said they would be at our house around 2pm. Near to 2pm, someone called and asked where third Street was! Between second and fourth, I would think! Needless to say, this was not the original repair man that said he would be back to fix the unit "right."

Our time is just as expensive as Sears. We have been a long time Sears customer and for the 50 years my entire family have purchased Sears appliances. What has happened to the Sears we used to know and trust? They are going to pot! Also, I hate the fact that I have to talk to somebody from "Istanbul" or some god forsaken place when I call. I can't understand a word they say and when I ask for a supervisor they will not forward my call. I am stuck talking to them. My husband is a diabetic and his medication must be kept refrigerated. That didn't matter to anyone.

I bought a warranty on the water heater that I bought from sears. A year later it quit. They told me that they couldn't get a service tech to my house for over two weeks. We couldn't wait for over two weeks. So we had a local tech come in and try to fix it, he couldn't so he replaced it. $1800.00 later, I have spent over 3 hours on the phone with sears and just keep getting the runaround that they won't reimburse me to have it fixed. What do we pay for warranties for if this is the way it works. Out $1800.00 that we had to pay a local tech to try to fix, the water heater couldn't be fixed so we had them replace it. 3 hours of lost work time.

I can't get my mower repaired and I have maintenance agreement. I have been going back and forth with different people on the phone for 6 weeks. The tech told them he repaired the mower but he made it worse. It is a riding mower and he adjusted the deck so badly that it cuts one sided. I have got someone to cut my grass or use a push mower in this heat, over an acre.

We have a 5-year maintenance contract on our washer and dryer. They are less than a year old, purchased in November 2010. We called on July 30 for a repair appointment. We were given August 8, 12-4pm for our appointment. Four pm came and went and I called to find out if they were running late. They said another appointment ran late and I would have to wait until August 12, another full week. I scheduled my appointment and waited. It is not fair that now I wait longer than someone else. I think I should be first on the list for the next business day not a week later. I have no dryer for two weeks. I have an Alzheimer patient and need my appliances. It's a totally unfair treatment of a customer. Brianne and Patrick refused to get me to a supervisor.

On July 14, 2010 I picked up my SEARS dehumidifier which had been repaired under extended warranty. I did not examine it closely since the young man working the counter "graciously" offered to carry it to my truck. Since I was driving directly home, I had him place it in the back of my truck. He put it in the back and scooted it up to the front of the bed and then turned it. I thought that odd at the time, but decided he had turned it so that it could not roll easily and become damaged. [Hah! ] I went back into the Murray SEARS and told the young man that I would like to purchase a charcoal BBQ grill. He directed me away from a floor model because it had a "dent," I thanked him and placed an order for a model on sale. I put the purchase on my VISA.

When I got home and unloaded the dehumidifier, I discovered a huge dent in the side. The side that had been deliberately turned away from me as it was loaded. It had not fallen over. There was nothing in my truck that protruded out to put a huge dent in the side. I had not slammed on my brakes at anytime going home. I did not call them back. I prefer to look someone in the eye as they try to lie to me. The plastic back had been replaced and the new back was deformed in order to fit the warped frame. I concluded that the force of the blow that it took to put such a dent in the side would have completely shattered the back, so they forced a new back onto the warped frame. It is called physics!

I returned the dehumidifier on July 20, 2010; the day I was told the BBQ would be received. I talked to the manager and asked first, if she could check on their computer to see if any remarks had been made in regard to the condition my dehumidifier had arrived. She would not even look at the record on the computer and said she had not been there to observe the condition the humidifier had arrived. She finally grudgingly agreed to take back the dehumidifier and see if a cover could be found.

On July 31st, 2010, I decided to see if the dehumidifier had been returned, since I had not gotten a call back and the humidity in my house was reading 88%. Both BBQ and dehumidifier were in. I picked up both and decided not to open the BBQ until I was sure the dehumidifier was fixed. I ran it until full and it shut off automatically, but I was not able to easily empty the bucket. After I was able to pry it out of the housing I noticed it was not the original bucket. It was a replacement and was not constructed in the same way as the original.

I reset the unit and got up this morning [8/2/2010] to a still-running unit and water all over my wood floor. This unit had never overflowed until it had been "Fixed." I carried both the dehumidifier & BBQ back to SEARS in Murray to ask for a complete replacement of the unit. [Like they'd agree to that] And to return the unopened BBQ because I had had it with any and all products from SEARS! I was informed that I had to have my receipt to return the BBQ in order to get my money back. As of this writing I cannot locate the receipt but I have requested a copy of the receipt via my credit card, it may take 35 days, but it will be worth it to march it again and plop that unopened box down on their counter and get my money back. [I thought back to the day I would have gotten the receipt and decided I was so spitting mad after discovering the dent in the dehumidifier that I slapped the receipt down in anger and have no idea where it is at the moment. ]

The dehumidifier is not going to be replaced [no surprise there], but is to be run to see if it behaves in their store. Oh and the manager very generously offered to return the old bucket. She has no idea why a new bucket with a flawed design was put into my unit, but she still has the old one. The young man [a different one from earlier] decided to pull out the bucket this morning when I complained of the overflow and [shock] couldn't get the bucket out of the unit without applying some muscle to pry it loose. Oh, and to top it off, this morning as I tipped the unit to make sure all the excess water was out of the unit I noticed one of the screws on the back was missing and at least two of screws which hold on the frame were misaligned as they were screwed it, likely stripping the screws. Also, the electrical cord has a flange that allows it to be properly aligned and fixed along the frame of the unit -- it wasn't!

I renewed my maintenance service X 1 year on my Sears upright freezer last week. I explained to the sales person that I had never had the maintenance check he was speaking about and that I did have a question or 2 about the last service I received. (Repairman stated nothing was wrong with the freezer. I needed to let it thaw for next day or so, clean it out and then plug it in. It should work without problems. It did. Just the week before the freezer stopped working, I found water on the floor by the freezer, checked the manual, found I should have a pan under the freezer to catch the water from defrosting-and did so.

The freezer stopped freezing soon after that. All my food spoiled as it was already thawed when I noted it was not freezing). The salesperson gave me a number and said I should call ASAP and have maintenance check performed and then have another performed later in the year. I called and made the appointment-Saturday 8/1/10 between 1&5p. At 12pm a man called and stated he was scheduled to come but wanted to know if I had had any problems with the freezer. I explained what had happened and said I just needed to know if I had done anything wrong when I placed the tray under the freezer to cause a problem, I didn't want to repeat it. He said I needed a repair. I repeatedly told him that I did not and that the freezer was working just fine. His phone was breaking up and I finally hung up because I could no longer hear him at all.

I tried to call him back, but the phone was busy. Someone named Dionne called. Stated he was trying to find out what was wrong with the freezer. I repeated the same story. I asked what the problem was. I paid for and requested a maintenance check but the technician wanted me to diagnose what the problems may be and he was not at my residence as he should be to see the freezer for himself. Dionne stated I had told the technician the freezer needed repairs. I told Dionne that was not true and asked again what the problem was. He just kept telling me that evidently there was a problem with the freezer as I related to the technician on the phone. I yelled at Dionne and said I only needed a maintenance check and that they were taking my off day for this foolishness. Dionne placed me on hold several times for him to talk to the technician.

Each time he came back to the phone telling me that I was supposed to have told the tech. there was a repair needed for the freezer. I became irate and yelled at Dionne and he said he was enjoying talking to me. I explained that this was no joke to me and I didn't know how he would enjoy being yelled at about not meeting my needs for service and taking my Saturday. He said the technician was not coming. I asked why. He stated the supervisor and the tech. had decided that I needed a repair so he would schedule me for repair if I wanted, but no maintenance would be done today. I yelled and repeated all the inconveniences this had made to my off day and again stated that I didn't need a repair but a maintenance check. He said he could not schedule a maintenance check. I hung up.

I called 1-800 and explained what had happened to the person (Kathy) that answered. She listened and stated I should hold on as she was going to transfer me to someone who could help me. I waited for 53 mins. And then called the same number on another phone. I couldn't speak to Kathy but Brooklyn listened and then transferred me to Barbara. Barbara listened and then asked what she could do for me today. I explained that I needed a maintenance check and the tech. had refused to come to my house. Barbara told me that I had been abusive to the tech who was to come and he had documented that I had refused a repair. I never yelled at the tech. who was supposed to come to the house.

I did refuse a repair and continued to tell them I was scheduled for a maintenance check and wanted just that. She said she would schedule it. I told her it was already scheduled between 1 & 5p today and I wanted it at that time. (It is now afar 2p) She said they would not be able to come on the same day and I refused to have her schedule it for me at this time. As I explained to Barbara, I was never irate to the tech scheduled to come to the house. I only yelled at the person Dionne on the phone when he continued to restate the need for a repair as stated by the first technician. Dionne kept putting me on hold as he talked to someone else, I assumed was the scheduled tech. Dionne did not feel threatened or upset by my behavior as evidenced by his comment that he was "enjoying talking to you". I am a 61 year old woman with hypertension, heart trouble, diabetes, and a nervous condition.

I did not need to "schedule" to go through this experience. I just paid dearly for this service and the one time I choose to use it, I'm met with this kind of confusion and disregard. I know that the service contracts are not worth what we pay for them but at my age and in my financial condition, I thought it would be beneficial in the end. Not one person I spoke to was willing to fulfill their responsibility to me. Barbara and Dionne wanted to schedule a repair for me even though I continued to state that I did not need a repair but wanted a maintenance check.

I requested from Barbara and from Kathy just to help me get my maintenance check I was scheduled for in the first place. I missed a day of work at my part-time job, spent 2 hours on the phone and then time on the computer writing this stuff. I ruined my day off and increased by BP and got an awful headache for my efforts. I'm already trying my best to keep everything together- sending my granddaughter to college, keeping the cars running and trying to repair and pay for an old house that was supposed to be repaired when I purchased it. I realize it isn't such a big deal; it's just too much for me.

I called Sears customer service department to discuss my problem with the GE Profile range I purchased in 2007. I had never used the self cleaning oven option and when I tried to do so, it was not operative. I asked who I could speak to about having it fixed now that the warranty was no longer in place. She said I could set up a service call appointment and that I would be responsible for all charges including the service call and all parts. When I suggested that the stove was obviously faulty from the start and that I should not have to pay for something, she repeated her mantra.

When I asked to speak to a supervisor, she would not transfer me and continued her song and dance. She never allowed me to speak to someone else even though she put me on hold for 5 to 8 minutes and never gave me another person or place to call. She said her name was Audrey, but I'm sure that changes from day to day. I am very frustrated with the lack of concern for the consumer. The service call would be $129.00 and I have no idea how costly the parts would be. All I know is that I really shouldn't have to pay for something that was faulty to begin with.

We have a central air/heating unit (HVAC) that is under a maintenance agreement, which states that if the unit is not operating correctly, it will be replaced. We have renewed the agreement throughout the years since the unit was first purchased and installed back in the 70s. This year, we called to have a service technician come to the house for the regular annual preventive service check-up. At the time of the service check, the AC was working fine. After the technician came to the house and performed his duties, the unit failed to work after one day. We called to have another service technician come out and he informed us that we needed a new compressor and that he would arrange to have one mailed directly to our house.

The part was mailed to our home in about three days. During this time, NJ was going through our first major heat wave of the summer. We had to endure nine days of stifling and extreme heat before we could get another technician to come to the house and actually install the unit even though the part was sitting in our home! Sears cancelled one appointment the night before at 6:40 pm! We then had to wait another three days before the part was able to be installed. During this time we explained to Sears that we have someone living in the home that is sensitive to heat issues and this is an emergency.

Since the new compressor has been installed, the air conditioning unit has not worked the same. The unit is not cooling the house as it was before the first technician came to the house. We have had several technicians come to the house and explain that nothing is wrong with the unit which is not the case. Sears has cancelled numerous appointments last minute and this has caused issues with my job since I need to be at the house for the appointments. I begged to get Saturday appointments and I was told that I was not in the designated area for Saturday appointments. I tried to speak to various managers and they would not tell me what areas are listed for Saturday appointments. I believe the reason that they would not tell me what locations have Saturday service is because those areas happen to be in more desirable areas. This seems to me to be suspiciously discriminatory in their practices.

We have been customers of Sears for over 25 years and I believe that we have been treated extremely unfairly and they are continuing to breach the maintenance agreement contract. The unit is not working properly and the technicians coming out the house either cannot fix the problem or will not fix the problem. We are going through our seventh heat wave of the season and we need our unit to work or it needs to be replaced under the guidelines of the contract. We have an elderly person living in the home that cannot be subject to extreme heat. We have explained this to Sears many times and still no consideration. The elderly person in question is at home throughout the day and therefore suffers directly any time the unit is not operating correctly.

My KitchenAid refrigerator/bottom freezer combo KBFS25EVS00 was purchased (along with 3 other major kitchen appliances) in August 2008, not yet 2 years ago. Since then, I've bought a ride-on Sears lawn mower. The temperature digital control went off and the refrigerator part went up to 54 degrees. No repairman was available (Friday pm). So, I took my perishables I could carry to a neighbor, who pulled the unit from the niche and unplugged it. This re-booted the controls to normal. It did the same thing again a few days later, only this time the freezer portion also went off. I called Sears repair. A man came out a few days later and ordered the temperature control part for $122.16. The total cost to fix this will be $316.71.

Meanwhile, the unit is in the middle of my kitchen. The ice is unusable (we have heat wave here) and the fridge and freezer are unreliable. I'm a senior on S.S. and this bill is very costly for almost a new item. I called "customer solution". After 1/2 an hour and 2 different persons, I was offered $65.00 off the repair (in which the part hasn't come in yet). I think Sears should cover this repair for a very long time customer. Can you help me? Please forward this or give me a name/number to appeal this to.

We have had two Sears appliances gone out in the last two months. It took five weeks to get our oven repaired, which was never completley repaired and we have been waiting a week and a half to get our refrigerator repaired. Today they called us to reschedule for two more weeks from now. We have been living out of ice chests and buying large amounts of ice. I am so upset with them, I will never purchase another Sears appliance again!

It was just under 3 years after buying the stove when the oven door handle completely came off while I was trying to open it. I called Sears and they offered to send a repairman out for $130 just for the visit. We screwed the handle back on and lived with it. It has continued to fall off more and more often. We hardly use it now because of this. Today an F10 error came up and now I am told that I have to replace some heating element that costs half as much as the darn stove! Sears has been zero help. I will not buy another appliance there again.

I purchased a Kenmore air conditioner on 7/25/2008 with an extended warranty for five years. Last year in the summer of 2009, I started having problems with the AC. It was making noise. I had it looked at four times last year. Three different technicians came in, and the last one fixed the humming but the rattling is still there. The last thing that they did to try to fix the rattling was to change the cover on the unit. This went on till September of last year. I could not tell if the rattling was gone because it cooled down in September so the compressor doesn't kick on unless it"s hot out.

This year I started using it and the rattling is still there. I already had it looked at once this year. To be exact, it was looked at today, 7/20/2010, and I was told it could not be fixed. I have to live with the noise. Sears is very irresponsible in this matter. They have walked around this problem and I paid 400 dollars including the extended warranty which to me is useless. I want this matter resolved because Sears is not living up to their agreement. It's a shame they sell products in this manner. How can we ever buy another product from this company when they act this way? They are stalling this problem so that my warranty runs out.

In mid May I called Sears' warranty service to schedule a check of my TV. The TV had light horizontal stripes and I wasn't sure if they were TV or cable related. I was told I would have to wait several weeks for a Saturday appointment. I waited.

The Friday before my appointment, I received an electronic message from Sears. It was only a partial message (as if the recorded message started before my phone's recording feature had started). I couldn't make out the message, but it did leave a phone number, so I called. I was informed that my appointment would need to be rescheduled because the technician was overbooked for the following day. I argued that I had waited weeks for the appointment, so I should not have to be the one to be rescheduled if they had screwed up the bookings. They couldn't care less. I could have an appointment the following Friday. I would have to miss a day of work! If i had wanted to have an appointment during a weekday, I wouldn't have waited weeks for my initial appointment.

Friday, June 4, 2010, came and the tech arrived. He was personable and friendly. He informed me the problem was with the TV (not the cable) and he would need to order a part and then schedule another appointment to return with a second tech (because my TV is large and was mounted on the wall) to replace the part. He returned on Saturday, June 12, 2010.The part was installed and worked for the rest of the day, but the TV reception was worse the following day. My TV now looked like a piece of colorful art. All I had was a big plaid rectangle of lights.

I called and was rescheduled for June 26, 2010. I told them there was no need for a tech to come out again, he knew what the problem was, he just had to obviously order a different part. They insisted he had to come out. On June 26, 2010 the tech came out and sure enough, it was the same problem as before, and he had to order another part. He would then have to return with a second tech to install the new part when it arrived. He showed me his schedule of available appointments, and he didn't have anything open for 2 more weeks.

I now had an appointment for July 10, 2010. On the night before my scheduled appointment, (July 9, 2010), I received a phone call from a female from Sears who said she wanted to help me to reschedule my appointment. I said "thanks, but my appointment is tomorrow and I don't need to reschedule it". She said the tech was overbooked for the following day, and I would need to reschedule. I said it was not acceptable. This process had been going on for 2 months. I needed the tech out the following day as I had been scheduled. She said she would speak to her manager and call back.

Surprise! She did not call back. The next day, I received a phone call in which I was told (Norma) that she wanted to help me reschedule my appointment. I said I had already been through that with someone who had called the night before. Since I had not received a return call from a "manager", it should already be taken care of. She said she would check into it. Surprise! No call back! My appointment was to have been between 8am and 12nn. Shortly after noon, I called the (800) 4my-home number. A female answered the phone. I couldn't understand her. I asked her name, and still couldn't understand what she said. I told her I was sorry but still couldn't understand her and that I would like to speak to Norma. She hung up on me.

I called back. I was told by the person who answered the phone that the next Saturday appointment I could have was July 24, 2010. I was infuriated! I asked to speak to a manager. I was transferred to a technician who informed me that the part ordered for my TV had just been authorized and would ship the following Monday. It would then take approximately 5-7 days for it to arrive. I said that was ridiculous. The tech had ordered the part when he was in my home two weeks earlier. The tech on the phone didn't know about that, but the request had just been approved. I said "fine, but it was supposed to have been ordered as an emergency - surely that wouldn't take 5-7 days. Where was it coming from, Japan? "The tech said oh-yeah, it should be here in about 3 days. I then stated I needed an appointment for the following Saturday for the installation.

I was placed on hold and after several minutes a woman by the name of Gabby came on the phone. (Curiously, that wasn't the name she gave me originally.) "Gabby" said she was with the customer escalation department and wanted to help me reschedule my appointment. I said fine, I want an appt for next Saturday, July 17, 2010. This went on for several more minutes. Now all of a sudden the problem wasn't that the tech was overbooked, the problem was that the part hadn't even been shipped yet.

I asked to speak to a manager - again. Gabby informed me that the manager would simply tell me the same thing she was telling me. I insisted on speaking to a manager. Gabby asked me to hold. Ten minutes later (I wasn't about to hang up), Gabby came on the line and informed me that a manager still wasn't available, she was sorry about all the problems I was having, and was authorized to offer me a $50 gift certificate. I said "thank you, but with all these problems, I don't believe I'll be shopping Sears again anytime soon. I just want my TV fixed. "She said she had to write everything down before she could connect me with Shawntae, she placed me on hold again.

After many more minutes Gabby came back on the phone and said she could connect me to a manager if I still wanted, but if I did, I would not be able to have the $50 gift certificate she had offered me. I said "Gabby let me make it very clear that I understand your thinly veiled threat, I do not want your $50 gift certificate. I want my TV fixed. "

After a longer delay, a female who claimed her name was Shawntae came on the phone. I asked her what her title was. She said she was the manager on duty and asked what the problem was. Really? After talking to just about everyone there and having been on the phone for 1 hour and 18 minutes she didn't know what the problem was? I repeated the entire sorted tale. She said, my agent has already told you, the earliest Saturday appt you can have is July 24th. I said yes that is what the agent said, but you are the manager, you can make it happen.

This extremely arrogant and sarcastic woman simply repeated, "my agent already told you, the next apartment you can have is July 24th." I asked to speak to a different manager, perhaps her manager. She claimed to be the manager; she represented the Sears Corp office. I told her I sincerely doubted she was the only manager for the entire corporate office and that I would like to speak to someone else. She told me I was welcome to call back at the same number and speak to one of her agents who would tell me the same thing. She said there was nothing else she could do for me, she didn't want to waste either of our time.

I bought a Kenmore stackable unit on June 29th 2010. Included with this purchase was the Master Protection Agreement. The install was done poorly and the unit does not work properly. I have made numerous calls to Sears. They showed up and gave me a reason why it isn't working and say that they'll fix it and then it does not work. I spoke with the customer solutions people and they scheduled an appointment for me today but no one showed up or even called. I contacted them and they said that they didn't know why, but they could put me on the schedule for two weeks down the road. I complained and was transferred to customer solutions who said that they could schedule me for Monday, July 19th. This means that I need to take off work! How can a unit be sold as new and then Sears just doesn't fix it?

I am a single mother of a severely disabled child. I have explained this to Sears and they still do not even fix the unit that they sold me.

We purchased a Kitchenaid Refrigerator from Sears in 2003 and have had nothing but problems, compressor, relay switch and fan. Again, it is reading 60 in the fridge and probably going to lose all our food. This happened in 2008. This is by far the worse brand we have purchased in 42 years of buying appliances.

Don't waste your time or money. We have a Sears protection plan, it is Thursday and no one can come out until next Wednesday! Don't waste your money on a protection plan. We are going to lose all our food, again. Oh yeah, they give you $250 to replace it.

This is the 4th repair for my 40" Samsung TV. I am so angry that I have been having trouble since May 2010, and it is still not repaired. They keep ordering parts, and then I have yet another problem that seems to pop up. I paid a lot of money for the TV, and even had to get a rental because it was so bad. Now I had an appointment this morning, and no one showed up.

I had to call and they said I am now reset for yet another week, the 22nd. I will never buy from Samsung, or deal with Sears again. I used to buy everything, and spent thousands through the years. All done. Its sad to have companies give you the run around, even when you have warranty. I am not happy. With, Sears, who promised me that each time the TV was repaired, I was to get a 20 percent coupon. I did not get a single one!

Thanks Sears and Samsung, I get it. You don't want me as a customer. Done. Your actions speak for you. Some of the customer service people by the way, through this ordeal, were rude and short. Frankly, I don't need that either. I am not done with this. I will write to TV stations, and let others know just how Samsung and Sears give you the run around. There should not have been 4 repairs in 2 months. I still am not sure it works.

We purchased a Maytag Refrigerator model MFF2258VE from Sears on 4/10/2010. The relay failed last Thursday on 7/1/2010. A service call was placed on Friday 7/2/2010. The repairman from AE diagnosed the problem and informed us there was a 10-day wait for the parts required to resolve the problem. He also said there was a very good chance the same part will fail again. We've attempted to arrange with Sears to have the appliance replaced since it is less than 90 days old. It seems as though they believe it is not their problem.

No one really wants to stand up and accept responsibility. Anyhow, where does that leave us? We basically have one of Maytag's products that are less then 3 months old sitting in our kitchen that is not even plugged in. An Update: 07/15/2010.It's now been two weeks. No part, no refrigerator. This is joke! Do not buy a Whirlpool/Maytag appliance! They truly are junk.

I bought a Kenmore washer and dryer and bought an extended warranty with the washer. They were so late on the delivery that we didn't have to pay for it. I had it a little over a year. It stopped working at the end of June and I called for an appointment. Two and half weeks was the best I could get, so me and my wife waited.

July the 7Th came and the repair man did not show up; my wife lost a day's pay and all we can get is something happened and the repair man had a family emergency. Well we called and now they want us to wait until July the 26Th and even offered August the 2nd. How stupid to offer you a later date as if it would make it easier for you.

We are so far behind on laundry and my wife works full time and goes to school. We have children and work so hard and paid for a warrant that so far is a joke. I am starting on an e-mail to pass around so everyone I know will not have to go through the bull crap we are still fighting to get done and that we paid for. I would have been better off to pay a repairman and not have to deal with liars and the stress off missing work and working harder after work.

This big company only cares about selling the merchandise and a warranty and then gives you the run around. I will never under any circumstance buy anything from Sears again. If your repairman misses an appointment, you're supposedly getting moved to the last so you don't mess up his schedule. What about mine and my wife's. I believe they lied and I have caught them in lies.

It stopped spinning and they have made money and don't care about the costumer. It has made me and my wife's schedule even harder and the stress from it does not help any.

Sears lacks responsibility by standing behind their products. I lost time and revenue. I had stress of attempting to have Sears service on warranted appliances. Red tape and being shuttled to each department and none stands accountable.

I scheduled an appointment with Sears to fix my dryer. I chose the window of 8:00am - 12:00nn. At 12:00nn, I had no technician or phone call explaining the delay. I called Sears and was told they messaged the tech and that he/she would get back to me ASAP as they marked it "urgent." 40 minutes later, I still heard nothing. I called again and was told that the technician was in a town 15-20 minutes away and will be calling me at 1:00. (I guess he had to have lunch.) At 1:00pm, I got a call that he was on his way.

I guess what bothers me the most is that Sears doesn't care that most people have to take time off from work to wait at home. What started as a 1/2 day off work turned into a full day missed and an upset boss, because you never make it in. I realized that things happen, calls take longer than expected, etc. But I never received a phone call and never received an apology. It just made me realized that I don't want to spend my hard-earned money on Sears ever again.

I bought a Kenmore washer "Oasis" at Sears Store in Miami on 1996. This machine has been broken several times since I bought it. Sears had repaired many times, since I have a maintenance agreement due to this machine gets broke more than one time per year. I complained because there is rust inside and I had cut myself taken the clothes out. They said the warranty does not cover for rust. The technicians explained to me that this machine maintains the humidity and that is why it gets rust. I asked about replacement and I would like to know where to complain about it since I paid about $1200 and I am paying for maintenance agreement about $120 per year.

I keep getting calls about upgrading my warranties. They have called me several times in the last two days. I keep telling them no! I no longer have the products in my home but they keep calling me back. I'm really tired of the harassment. It makes me not want to purchase anything from them again!

I purchased a service contract from Sears for a washing machine. The machine broke in early May. Sears has sent at least three parts and has visited my house more than five times. The machine is a lemon. They refuse to replace it.

Whoever called us and told us that our warranty was expiring, was pulling a scam! I pulled the records and had noted that the warranty wasn't due to expire for 4 months. In pulling old records, I found my husband sometimes had us DOUBLE covered as he wasn't keeping track. Now I called for a repair and was told our wannaty expires in July 2010! On MY RECORDS when we extended it, we were TOLD expiration in August! Some one should INVESTIGATE this throughly! We PROBABLY won't get any more warranties from SEARS!

I purchased a side by side Kenmore refrigerator in August 2008. I called for service and thought I was still under waranty. It turns out a smaller refrigerator that I purchased for the garage is the one under warranty. I repair man came and worked on my refrigerator and told me he had to order a part. He thought the refrigerator should be good for a few days and I had out of town company in and needed the refrigertor. That night the inside of the freezer caught fire destroying everything in the refrigerator. I called Sears and was told my incident #L1006045018 would be assigned to someone on Monday. I was guaranteed to hear from someone within 3 days. By Friday I called them and was told they closed my case on Thursday. They never even called me back nor did they come and look at the refrigerator that still sits in my driveway where the fire department put it. I was not asked to add this under waranty which is what Sears usually does and I had argued because I thought it was under warranty. I was told I refused to add this under warranty which is not true.

Our home central air unit failed on Sat. June, 12, 2010 at 8:30 PM. Called Sears service. Sent out Teck. "Chad" on Monday June 14th. He looked at unit. Said it was not getting enough power and we had an electrical problem. He did not check what could have caused the loss of power. Told us to call an electrican. We called a licened electrican. The Elct. said the sears repair should have checked and found that every time the A,C was turned on, it tripped the breaker, That was on Monday afternoon the 14th. We called Sears and they said they would send him back out that evening or 1st thing Tues. morning. He did not show up, no one called.

We called Sears. They said the Teck would be out between 10 & 2 on Wednesday. I called Wed. morning and the computer said he would be out between 10 & 2. At 4 PM no one had showed up. I called Sears. They said they had no record of me. And that they did not have our correct phone number. I asked what she had. She said 892-XXXX. I said that was the correct number. She did not make any since at all. I did not argue with her. Just wanted to know what happened. Again she said we will straighten this out "when we get the correct phone number. I asked again what number she had, She said "892-XXXX".

I asked to speak to her supervisor......That was worse. The super said they had no record of me having a furnace/air unit at all. (Which we have had a MI Agreement on for 19 years). Finally got her to find it and she said they very best they could do was June 23rd. Nothing better. I asked to speak to someone else.....They then transfered me to "Mary" at 1-800-479-6351. Mary was very nice and professional and tried to find out how I had fallen thru the cracks. She finally got us set up for Friday June 18th between 10 & 2. Teck. "Mike" came out about noon. I explaned what had happened. He checked the power to the unit. It was OK. He cheched the unit and found the compressor was bad, has a short in it. When you turn on the A/C it trips the breaker. Back to square one.....He did not have the parts. Left us with a "Good Luck" and they would try to find the part.

Here it is Sunday (Fathers Day) and still wothout A/C. This is very poor bussiness from Sears. We have been faithful customers of Sears for over 32 years, We have been carrying a maintance agreement on this A/C for 19 years. And it is expensive. Help!!!!

No service on air conditoner for an uncle and aunt in Chatt on Igou Gap road. Very HOT conditions they have waited all week for service and still no air condition repaired..can you explain a reason for this in the weather that we have experienced. Shame on you....

I have a Kenmore washer & dryer that is covered under a Sears Master protection Agreement.

On June 14,2010,I had the same tech come out to my home to fix the same problem -the dryer cuts off during the drying cycle & the top of the dryer gets hot.The tech again believes the problem is a bad thermostat again & the thermostat is replaced again.

I called the Sears Repair Center,& the Complaints Dept,explaining the situation regarding the dryer. I asked if a tech could be sent out as soon as possible because I am afraid that the dryer could be a fire hazard&I was told by the rep I spoke with that no one could come out to service the dryer again until June 21,2010.

I also asked about replacing the dryer,& I was told that I could not replace the dryer.There had to be 4 or more calls regarding the same problem for replacement. Even with the dryer possibly catching on fire.

since we bought this stove.

I set up an appointment for a repair person to come and fix my washing machine. After waiting at my house for 2 hours for them to arrive I received a call saying that they were overbooked and they rescheduled for three days later. The repairman said I needed a new agitator and I could put it in myself when it arrived. It arrived a week later and I installed it. It did not agitate. I called the repairman and asked if there were some trick to locking the agitator to the shaft that would make it move he said no and that I should set up another service call.

I called Sears and asked about setting up another service call. I was told that if the problem was something other than what was diagnosed the first time I would have to pay for another service visit - $129. I asked if I would then be refunded for the original misdiagnosis, I was told no. I asked if the cost of the part I had received and it looked like I didn't need would be refunded. I was told no. I was then put on hold for 10 minutes and then disconnected. I compared the new part to the old one and noticed that the new part had a much larger hole for the bolt that connects it to the machine.

I called the repairman and asked him if there was another part that slid into the agitator to connect it to the machine. He said no. I told him I was looking at the part that seemed to be missing on a website. He said there was no such part. I asked him if the agitator I had received could be the wrong part. He said no. He then suggested I call Sears to set up another service call. I told him that I would just order the part I needed myself and take care of it and I thanked him for his time. $239 and missed time from work and the washing machine was not repaired

i purchased a clothes dryer from sears, with a service contract.the dryer stoped working and and i called for service on may 30th. they made an earliest appoint ment for june 10th. they called me on june 10th and said they have no tecks till june 21th. i said waiting 3 weeks to do my laundy was not acceptale. they refused to refund, discount or assist me in any way. why have a service contract. i spoke to manager brian id#1630. he said there was nothing he could do to help me? i must wait 3 weeks for service and they still migh cancel on me again without any adjustments? i am not pleased!

Hello,

My ordeal with Sears started on 05/28/10 when I stopped by at the local store at Fox Valley Center in Aurora, IL and purchased a Kenmore Wall mount air condition. When I brought it home and installed it only hot air was blowing out. I had to take it down and carry it back to the store and was told that the factory forgot to put freon in it. A sales person offered to place an order for me since the store did not have any more of these items. The second air conditioner was scheduled to be delivered to my home and it arrived on 06/03/2010 by UPS. The box was completely torn apart but since the unit did not have any visible damage I accepted it. After I went through another installation it turned out that the fan is not working at all. Except a slide noise no air was blowing out.

I called the store and was told that unfortunately they cannot help me because the order was placed on line and the two entities are completely separate. I was in shock to hear that because I had purposefully stopped at the store and did my shopping there. Now I was given a phone number for the on-line services to help me with the problem. This is when the real struggle started I was transferred between customer service, home delivery and installation for 2.5 hours!!! The installation by the way never answered the phone. So I completely lost my patience after being placed on hold for that long and transferred between six different people to whom I had to explain the entire case all over again.

Finally I hang up and called the store again, the appliance manager offered to place a call for me. My only request was to have a new WORKING unit delivered by Sears to my home and tested by a professional.This is at least what I believe Sears must do after I had been put in a position to install two not working units myself. Instead when the manager called me back I was told that I have to uninstall the unit myself again, place it in the box that was provided in an unusable condition and UPS will pick it up in a few days. Once Sears has it back I will be given a credit and than I can place another order on line. I will have to install this third unit myself an there is no guarantee that it will work. My other option is to bring the unit one more time back to the store - again on my own. Than they will place an order for me - on line.

Now, what is the store there for if the sales people are placing orders on line? And where is the store's responsibility for the products sold. If I want to shop on line and spend countless hours on the phone with non existing customer service representatives I would've done this myself. I specifically waisted my time to travel to the store and make my purchase there so I can have real people to deal with. The only real thing that was done there is the sales percentage that the sales person received for placing the order. As for me I was not even given the 20% discount that the on line is giving you if the order was placed on my own. Guess what I will receive a free delivery - that's my big "benefit" for having to install two broken air conditioners on my own. These was the worst experience I ever had. I think this is not a way to do business.

I purchased a Craftsman lawnmower on the Internet in December of 2009. I purchsed a key start because of disabilities with my arm so I didn't want to struggle with the pull start. I took the mower out of the shed on April 12th 2010 and charged it for the required 24 hours. When I tried to start it on April 13th, it wouldn't key start. It was at that time I noticed a broken cable (Split half way through) I did not run it and returned it to Sears store on April 14th. They said it had to be sent to Allentown for repairs. I didn't expect them to exchange the mower, because I did own it over 90 days, but I was very upset that a brand new mower right out of the box, had to be sent out for repairs!! They assured me I would have the mower back by April 24th, if not sooner. Yes, it was under warranty, and I also have a maintenance agreement

I recieved a call from the Allentown tech on April 25th, informing me that they had just ordered the parts needed for repairs, and it would be another 5 to 7 days before it was repaired and sent back! In the meantime, I had to pay someone $100.00 dollars out of my only income, Social Security, to cut my grass from April 14th through April 29th, when the mower was returned! This has me very upset, and it took me some search time to find this site to make a complaint. Sears was of no help! I have always purchased Craftsman products, but I won't ever again after thi nightmare. I will never purchase ANYTHING through Sears again, nor will I recommend them to anyone. As far as I'm concerned, a brand new item for close to $400.00 should not have had to have parts replaced or any repairs done before it was even used! This may seem small to someone who has money to waste, but to someone like myself who lives on a fixed income, it's a big thing. Thank you for taking the time to read my complaint, even though I doubt anything will be done to compensate me. I just feel that what happened doesn't say much for Sears or Craftsman's reputation.

I fitted my whole kitchen with Bosch appliances. This was the biggest mistake I made since I have been in the USA for two years. The whole delivery was a fiasco - postponing dates and every time an excuse. How do you function without a fridge and stove etc? Now the fridge broke - after 5 weeks we manage to get all the parts. After 3 attempts by technitians the problem is still not fixed. I have waited many times - today my timeslot from Sears was 1-5. No technitian turned up. The technitians are clearly not well trained and take ages to identify the problem. Then wrong parts were ordered. I am now taking the fridge back and will rather buy GE Profile products.

I purchased a Trane Central air and heating unit in 2002. I was told that I should have the unit serviced so that it would run more efficiently. I contacted a reputable business by the name of McLaughlin heating and air conditioning company that provides service, repair, and installation.

When the John came out he asked to see where the air filter is located. I informed him that I do not have a filter. He explained that every air conditioning and heating system should have a filter. John then took the side panel off the unit because he said often times it could be found there. There was no filter. He then asked if he could see where the air out take is. I showed him where it is located. He said sometimes the filter is placed there. Again no filter. John informed me that Sears failed to install the system incorrectly and that it should have a filter. I asked John how much would his company charge me to install one. He explained that his company would love to put one in for me, however, since Sears did not have it installed I should contact Sears and explain to them what happened. Tom thought that Sears should stand behind their customer and rectify the problem.

I called Sears at 800 681 6835. I spoke to a representative and explained to her my situation. She looked up my telephone number and said that I was no longer in their records. She then proceeded to tell me that because I bought it in 2002 and never had it serviced they were not at fault and said nothing would be done about it. I stressed that I never received any information what so ever from Sears notifying me to have the system serviced. Again she said nothing would be done and suggested that maybe someone stole the filter. I infomed her that no one stole it and emphasized that I thought Sears should be responsible for correcting this situation. I then asked to talk to her supervisor. She informed me that he would tell me the same thing that she just did, but she would get him any way.

A short time later a gentleman came on the line stating that his name is Tom and that he is a supervisor. I then gave him my name and again repeated my problem. He too told me that it was not their problem that it was my fault for never having it serviced to begin with. I emphatically explained that I never received any information telling me that this unit needed to be serviced. Tom then said they could put one in for me but I would have to pay for it. I pointed out to him that I should not have to pay for something that I originally paid for when the system was installed. I then informed Tom that my Father worked for Sears for 25 years and during that time Sears always stood behind their products as well as the customer. I stated that this obviously is no longer the case. He kept on talking over me and I concluded by informing him that I no longer wished to talk to him and that I would be calling Consumer Affairs.

After this conversation I then called McLaughlin and asked if someone could come out and install a filter for me. When someone did come out they discovered that there was not a sufficient amount of space to put a filter in the way it should be. A filter was installed, however, and had to be placed directly over the opening to the air out take. It does not lay flat down because when the grate was installed covering the air out take. it wasn't cut correctly and so it is buckling around the corners. MClaughin then serviced it and I was shown all the debree that was taken from the unit. Two plastic bags were full from all the stuff that had accumulated over the past 8 years. I am very disappointed that Sears treated me this way and I will never do business with Sears again. I retired from AT&T as a Manager and one of my responsibilities was a Customer Service manager. I always tried to do what was right for the customer and always did my best in trying to resolve an issue. Needless to say. this definately was not the case for Sears.

Our side-by-side refrigerator in an extra kitchen in our downstairs basement stopped working. I emailed a request for service on the Sears website. They scheduled the appointment online and emailed a confirmation that indicated there is a $65 estimate cost. The Sears Blue Service Crew statement on the email also said they will give an estimate before they start so that we can choose to repair or replace. The technician showed up as scheduled and indicated what the problem was and proceeded to repair the refrigerator. It was a relay and he simply plugged it in. The repair took less than 20 minutes. He typed his work order into a computer-type machine and it read back the cost. It totaled $319.28 of which $225.94 was labor! It wasn't until I wrote the check that I realized he did not give us the price beforehand. I called customer service and they indicated that the work was not yet on the computer and to call back the next day. I did that and was sent to the billing dispute department.

They offered me a $50 gift card but could not explain the excessive labor charge. I was asking how much an hour is charged. They could not explain this to me. I mentioned again that I was not given an estimate before the work was completed. I was given a case number and they said they would talk with the technician and get back to me. Three days and no phone call, I placed another call into the billing dispute office. After reading their notes on the computer, they told me the technician performed the work and there was nothing that could be done. The person on the phone again offered a $50 gift card without an explanation. I only wanted some form of an hourly rate and why they had "false advertising" on their email to me. I asked to speak with some type of manager or person in charge. At this point, I was furious and they knew it.

Finally, I was connected to "Mike" the manager in charge at the time. He was quite rude in saying that there was nothing that could be reduced in my bill and the repair cost was up to the technician. I asked for the $50 gift card and was going to write a complaint letter. I was then told that I had refused the gift card and it was not offered to me anymore and that the case was closed! I did get the address of the corporate office, but I sincerely doubt that anything will be resolved. As a long-time Sears customer, I felt completely ignored. Sears Home Services seems to be able to charge whatever they want, fair or not! My family and everyone else I can vent to will no longer do business with Sears and their affiliates.

We have had numerous calls in the last 5 days regarding an expiring protection plan. I have asked each person who called that we do not want to extend. We have an ill parent in the house so we do not appreciate these calls all night long. I will never buy another product from Sears nor will I shop there. No more calls.

I purchased a Sears Maintenance Plan on both my washer and dryer. My 4.5-year-old Maytag washer began leaking a few months ago so I called for a technician to come out to analyze the problem. He decided that my washer needed 5 parts and I was to call when they arrived to schedule an appointment. They arrived about a week later and I called to schedule another appointment. At this point, over 2 weeks had gone by.

They came, installed the parts, and the washer still did not work. More parts were ordered but, again, you must receive the parts before making the appointment. Now I had been without a clothes washer for over 3 weeks. Finally, they come and actually seemed to fix the washer briefly. A few days later it stopped working. Again, an appointment was scheduled and the technician came out. At this point over month had gone by!

I decided to ask Sears why they did not just certify my washer 'unfixable" and give me the $500 voucher for a new machine since so many technicians had tried to fix it with numerous parts and couldn't do it. I was told that I was $13 short in the amount of parts ordered to have it certified unrepairable so they had to keep trying to fix it. So, the technician again came out and decided that the motor was going and that he would get the parts to add up to the amount needed to certify it unfixable.

He said if he didn't do this, they would have to keep trying to fix it! The next day I used my $500 voucher toward a new washer. Now, how many people can tolerate going without a washer for 5 weeks? There seems to be no time limit on how long this process takes. Also, the technicians on two occasions did not arrive in the scheduled 4-hour "window." They were "delayed" on other jobs. Now, my 3-year-old Maytag dryer has a gas smell every time I use it so I called the Fire Department and they came and figured out that the problem was in the dryer and to call for repair. They also told me it was not installed properly (Sears installed it) and was a fire hazard.

So, here we go again. I have an appointment to have a technician come out next week. Previously, I had a maintenance call because my dryer leaked water every time I dried a large load of towels, but they did not seem to be able to fix the problem. Since it was not a big deal I dropped it. Since I refuse to let this same scenario happen with the dryer as it happened with the washer, I went to Sears and purchased a new dryer today. When they come to install it tomorrow, they will (1) darn well install it properly and I will have the Fire Department check it, and (2) move the old dryer (3.5 years "old") to a corner and spend a decade trying to fix it if they so desire. If they can't, I will buy another new dryer with the voucher and donate it to charity. I doubt I will purchase these agreements again.

On 12/26/09, I called to schedule an appointment for my range, which was covered under a Master Protection Agreement. The appointment was scheduled for 1/8/10. I received a letter from Sears stating that I had made a purchase of $83 on 12/30/09, which I did not, and that the purchase was being put in a promotion, offering deferred interest. I sent a letter of inquiry on 1/28/10 about this charge and on 3/16/10 Sears replied to me with a copy of a Home Improvement addendum for a siding job which began on 2/6/08 and completed on 2/12/08. The total balance of that job was $4173, which was paid in full by 2/2009.

I received another billing statement on 4/19/10 and called and inquired about the statement again. I was informed by a supervisor, Peter (no last name given) and was informed that the $83 was from the siding job back in 2008. When I informed him that the siding bill was completely paid, he stated that it wasn't paid and that he would send me the payment printouts. I have never received a billing statement since I paid off the $4173 and any services for my range would have been covered under the Master Protection Agreement.

So I'm just wondering how this $83, just pops up out of nowhere and a letter of purchase with a promotional deferral would just appear if the actual initial purchase of the siding was in 2/2008. This makes no sense to me and upon several inquiries to Sears, it seems that they extremely confused about their own billing procedure. I need to know what direction should I take this matter because I don't pay it, the $83 will blemish my credit.

Second time I've waited 8 weeks for service on riding lawn mower. If you purchase a warranty, you will need to purchase another mower or hire it done. The extended mower for 3 years was about $900.00. Never again with Sears. After the first year (when it rarely had a problem), I purchased the extended warranty. Last summer, I waited 7 weeks and watched the grass grow. This time I booked and they said 4 weeks. I called the day before they were to come and made it 8 weeks! It costs $75.00 to cut the size yard I have. 8 weeks for repair equals $600.00 and that's if they have the part needed on their truck.

We are having our riding mower repaired. I scheduled appointment between 8-12. I had to call customer service three times to track down technician. It's almost 3:00 and tech didn't bother giving us a call to let us know that he would be late. It's not my job to find out where the guy is. I'm very disgusted in their service.

I called Sears repair department to come fix an ice maker that wasn't making ice. The technician quoted me over $300.00 to fix the ice maker. I assumed it would take quite a while to fix the problem and authorized the repair. The technician fixed the problem and was out the door in under 50 minutes. The labor charges were $208.00. I don't know anyone that makes over $200.00 an hour.

"The labor rates are established by the company based on the job codes entered by the technician. The technician does not put in labor charges, only the job codes(s) for the work he does. The computer inputs the actual labor charge for each job code. The technician is required to charge the amount shown on his computer for parts and labor. By the way, our labor rates are well in line with other reputable repair companies, especially since we offer a 90-day guarantee on our repairs."

I asked for a partial refund of the labor charge but was refused. I will not ever use Sears again. I recommend you call a local appliance repair company. I wish I had.

I had a service call to my home to repair a Kenmore free standing ice maker that was leaking all over the kitchen. The repair man showed up on time and diagnosed the problem. He then stated the repair would be $304.53. The part was $82.75 ($75.74 plus tax) and the labor $221.78 ($203.00 plus tax). When I asked how long it would take to repair the issue and the technician stated 20 minutes. That's over $600.00 per hour. How can that even be a sane amount to charge a customer?

The technician stated it's a "per job" charge. I authorized the repair because I had no choice. I called Sears and was given the complete run around. Five different numbers and the customer solution rep was a complete jerk. With all this said, I will never purchase anything from Sears again and I just want everyone out there to be aware of the consumer gouging policies of this "American" company. So much for looking out for us Americans.

The Sears repair department is horrible! I will never purchase an appliance from then again because they do not back it up when something bad happens. I've had two issues with separate appliances.

In 2009, I purchased a dishwasher, which their crew installed incorrectly; therefore, it began filling up with water. The day that the tech was supposed to come to our house, I receive a call notifying me that I would have to reschedule for another week! Since my dishwasher was not working and we did not want to wait a week, my husband ended up fixing it himself.

More recently, in Feb 2010, I purchased a $2,000 refrigerator. Ever since it's been at my house, it has been leaking water in the front. I called and made an appointment to have someone repair it and was given a 1 pm - 5 pm window later that week. At 5 pm on the day that they were supposed to come out, I received a phone call that I would need to reschedule. I told them that this was unacceptable because this was the second time that this had happened to me and I had taken the day off work, so they ended up sending a technician to my house at 9 pm. By the time the tech got to my house, he was tired and obviously not in the mood for another repair.

He gave me some ideas of what the problem could be (without actually checking himself) and told me that the problem should go away in 2 weeks. Well, it's been 2 weeks and the problem has not been resolved. Oh, and last week, I got a call from one of their corporate offices asking for the serial number and model of my refrigerator because the tech had forgotten to collect it. I told the person on the phone what had happened and she said that she would have their senior tech give me a call. Well, that's also been a week and I've heard nothing. $2K refrigerator is not working properly. I will never buy from Sears again.

I sent a complaint on Monday, the 29th, about the poor service or should I say a lack of service I have received thus far. My nightmare continues with the delivery of the refrigerator I purchased on the 24th. It was originally scheduled for the 26th of March and I requested an after 4:30 pm delivery. Your customer rep wrote in the file April 30th and therefore, I did not receive my refrigerator Friday after I drove like a mad person to be there for it. On Saturday, the 27th, I called it in and this is when the rep informs me of the April 30th delivery that the previous rep (Josh) had written in my file.

I explained that I wanted the fridge rescheduled and it was set for March 31st, after 4:30 pm even though I was told that it was not guaranteed. Your automated system failed to call me last night to confirm delivery so when I double checked on the delivery today, I was informed by Kevin that my file reads that the fridge was rescheduled to the 27th of April. I cannot even begin to place into words the level of frustration I feel. How difficult is it to deliver a fridge? I want to work with a supervisor that will help me, I want my delivery fee reversed and I want a Saturday, April 3rd delivery. Please make this happen.

I had Sears come out to my home to do the spring tune up on my mowers. I also needed a battery and the guy said he would order one and have it sent to my home. The battery never arrived and I went to our local Sears store and he had shipped it there by mistake. Yesterday I went to install the battery and when I took the guard off, it was jammed with grass. The belt would hardly turn. He never even checked this area. Also I believe it needed a new blade, but there is no new blade. This is what I call a bad service call. I paid over 200.00 to have both my mowers serviced and they are both like this. If I had wanted to do the work I would not have paid the money for him to do the spring tune up. There was grass jammed into the pulley that I had to dig out with a screw driver. The belt doesn't even look right. This is the type of service that Sears seems to be giving these days. Consequence is loss of the money I paid for him to come out and do bad work on my mowers. I had shoulder surgery and I do not appreciate having to do this. I would like a new blade installed and some of my money back.

I've read the "pro" and "con" discussions submitted by two different Sears employees with regard to "PA's" and felt obligated to add some additional information. As a current Sears employee in "Major Appliances", I do feel somewhat qualified to speak on the subject. To begin, there are two (2) differing PA's. One deals with gas-powered equipment, such as mowers, tractors, string trimmers, etc. This one is called a "Repair Protection Agreement" and can only be used when a covered product actually breaks.

Formerly, there were MPA's (Master Protection Agreements) available on these products; however, since an MPA will cover an annual preventative maintenance inspection, Sears determined that it was far too costly (to them) to be doing this, and came up with the RPA. RPA's can be useful and ultimately save repair costs on an expensive lawn tractor and will also cover many parts. The parts that aren't covered (belts, for example) that require replacement can be purchased at a 10% discount.

The actual belt itself isn't covered; however, the installation of the new belt is covered under the RPA. An RPA can be fairly expensive. Oftentimes, the cost for 3 years can amount to in excess of $300. If the RPA covered an annual preventative maintenance inspection (as it did formerly), an argument could be made that it's worthwhile, especially for non-mechanic type consumers who wish to maintain their tractor. However, since now something must actually break before the RPA can be used, the consumer has to determine as to whether it's a worthwhile additional expense.

Sears also has added something new called an "SPP" (Sears Purchase Protection). This is usually relatively inexpensive and is sold on smaller purchases. For both Kenmore and Craftsman SPP-covered products, an additional two years of warranty is added onto the (usually) one-year manufacturer's warranty. For non-Craftsman and non-Kenmore SPP covered products, it's an additional one year. Should a product fail or break during the SPP-covered time period, the consumer is requested to call an "800" number and report it.

In some instances, Sears may request that the product be shipped to them (shipping is pre-paid); however, in most cases, the consumer is simply sent a Sears gift card for the amount of the purchase. In my opinion, the SPP is a great value considering that in most cases, the amount paid is very low for the SPP. For major appliances and electronics, Sears is still selling the MPA (Master Protection Agreement). An excellent explanation of the MPA has already been provided in the "con" article (Sears MPA's) published within this website.

As a current Sears employee, I'm finding that the emphasis on selling RPA's, MPA's and SPP's is bordering on the maniacal. Very qualified people, myself included, are being threatened with termination because our percentages of sales, which include one of these add-ons, does not meet an imagined Sears sales percentage of same. Sears corporate management has always taken a "cookie-cutter, one size fits all approach" towards things, and refuses to consider the demographics of any given location. Therefore, they feel that what "works" in a major market will also work in a rural, poorer store. Nothing could be further from the truth. Their management approach has basically reverted to the old 1960's/1970's "management through intimidation" style, which was (basically) to either do as you are told or be fired.

At my particular Sears store location, we happen to be located within the 2nd poorest county in the entire state. With the economy as it currently is, it's difficult enough to actually sell product, forget any additional add-on expenses. However, according to Sears corporate, this is no reason to not sell the PA's and SPP's. We're constantly harassed if we fail to meet the established goal percentages for the add-on sales.

As to whether or not the PA's and SPP's are worthwhile, read the posted "pro" and "con" articles published regarding Sears MPA's--both are extremely well-written and factual. I guess all I'm attempting to do is to provide some updated information, and also to let you know that the next time you visit your local Sears, and the salesperson begins to "push" the PA's and SPP's, it's not really our choice but rather something that we're being forced to do, or risk termination.

We needed a part for our washer. We waited 10 days for the part to be shipped to us, this was a part under warranty. They did not ship it to us in a timely matter, they shipped it ground. We waited for 10 days, it didn't arrive so we had to wait for 16 days before the part arrived and it could be fixed. In a down situation, you would have thought they would have shipped it at least 3rd day air? But it arrived Monday and not Saturday, so it could not be fixed on Monday but Wednesday? Why was it the customer's fault it arrived late but could not be fixed until Wednesday? My advice is not to buy their warranties. They can't support them in a timely manner and they don't care about the customer after they have bought the product.

3/10/10, call Sears due to F11 error on the cooking range. 3/12/13, Tech had not show up! So, I called Sears service at 1-800-469-4663 that told me, the service was for my refrigerators. I told them at the call I put in was for a cooking range and I was getting F-11 Code. Sears service told me that the person that took the call had the wrong Appliance and that they were not able to get anyone until the 19th to service my cooking rang, (this is the week of spring break). Well, I called Sears OneSource, a tech did show-up at 8:00pm. He ordered the parts and had them 2 day ups, and advised me they would arrive on Tuesday and to call Sears service and have them expedite the service call.

Well, I did call Sears service and was advised that they would not have anyone until 3/19/10 to service the cooking rang! The tech did show-up at 4:30pm. Well, the parts did not work! Wrong parts! And remain with out a cooking range as of date, 3/24/10!

Enough is enough, I have bought all of my Appliance at Sears and have a 3 years warranty on everything, so much for the blue team! My Dad, my grandad and my sisters, have always bought at Sears because we believed in what it stands for "or" stood for in the passes years! This is just bad customer service! When you have a family of 5 with out anyway of cooking, because, Sears service says, they all off and we can't get anyone! This has cost a lot of money and it's not over yet! I would like to have my cooking range replaced and reimburse for the meals, as of date. I hate writing this but enough-is- enough! Help! Out of pocket expense as of date, $1,300.00.

I called 1 & 1/2 weeks ago to book a service appointment for my brand new Kitchen Aid Refrigerator that I purchased from Sears at Aberdeen mall from Don (Nice fellow) because the ice maker has stopped working. The lady I spoke with took all of my numbers because I have always used Sears for all my purchases for my large and small appliances. I have had Cell numbers to contact me by home number and recently I have moved to Stagecoach Drive. I have purchased Fridge/ Stove/ Washer / Dryer / Microwave oven, all purchased under my CC and under Stagecoach Drive address and delivered to Stagecoach Drive. All had been updated to date.

I had spent 20 min on the phone booking the appointment she told me that she took all phone number purchases and combined them all under 1 phone number. This and my address was confirmed. I waited 1 week and 1/2 to have the techs come to my home between 8-4 on my only day off. I received a mess from the tech stating that they would be here between 11:30-1:30 & at 2:00, I called the Service Dept and they can't find my purchases and can't find my numbers and don't have Stagecoach Drive on file.

Needless to say, I was very very angry. I was told by the service dept call gut "I am sorry, Sir about that but can I book you an appointment " ? This is incredibly unacceptable. I had an appointment and of no fault of mine was the appointment booked for an address that I no longer have and updated more than once with Sears and Sears Service Department. I have the brand new fridge that doesn't work properly and would like either a refund or a new fridge.

On Wed. 3/3, I had an appointment to have my washing machine fixed. The appointment was confirmed the evening before and I was told the technician would call me before arrival. I had my phone next to me all morning. My car was in the driveway and my wood door was open, with the glass storm door locked. When I came upstairs from the basement, I discovered that the technician had left a note on the door saying he was sorry he missed me. I did not receive a phone call with an estimated time of arrival and it was clear that someone was home in the house. I was surprised that the technician would not use common sense and call my house from his cell phone since it was obvious that someone was home.

However, I rescheduled the appointment for Saturday, 3/6, between 8 and 12. No one showed or called. I did receive a call at 12:08, however, I was vacuuming and did not hear the phone until it was too late. The person did not leave a message, and I do not even know if it was the Sears technician or not. I called the number on the caller ID and there was no answer. I rescheduled the appointment and asked the representative if the same technician had been scheduled for my visits. She replied yes and I told her I did not want that technician. She told me she made that note on my file.

My third rescheduled appointment was this morning, 3/12, between 8 and 12. At 12:30, I called the office to see where the technician was since it was past the scheduled window of the appointment and I had not received a call that the person was running late. I was told I was the next appointment but that it was the same technician, which I had specifically said I did not want. Since I had already lodged a complaint against him, I did not feel comfortable having him in my home while I was alone. When I asked to speak with a supervisor at the appointment office, there was so much background noise shouting and screaming in the background, it was very difficult to have a conversation. I wish I had another alternative to your company but unfortunately, I do not.

We purchased a Frigidaire washer to replace our old one on March 6th and scheduled a delivery on March 8th. They did deliver on that date, although barely on time. After they put in the new washer, the delivery guy found out the water hoses were not long enough to be hooked up and he ran out of the extensions in his truck. The delivery guy told me that I could just call 800-732-7747 to reschedule a delivery and tell them to bring the extensions. In fact, when we purchased the washer in the store, we specifically asked about whether we needed to purchase accessories, but the sale associate said that all the parts would come with the washer.

So, I called the Sears customer service to reschedule another installation. To my disappointment, they informed me that the earliest date they can do was March 14th, a week from the supposed date we could use the washer. I negotiated with them since we have a five-week old newborn and we have a lot of laundry to do every couple of days. Also, we don't have a laundry place close by. Neither can we afford the time. The representative then told me that they could schedule for March 11th. I accepted it although it meant that we had to manage without washer for three more days and let the clothes pile up.

Well, the story didn't end that smoothly. Ridiculously, when I called to get the time window for the rescheduled delivery the night before March 11th, the system told me that the rescheduled delivery was on March 14. I was confused and called the representative again to inquire. The answer was that March 11th was not granted. Not Granted? I was promised by Sears that March 11th was okay. I was very frustrated and there was no way we can manage until March 14th.

In response to my complaint, the representative told me to call early at 5:00 am on March 11th so there might be a chance that they would be able to fit my delivery into schedule. I trusted her and set up the alarm on 5:00 am. Guess what? The 800-732-7747 automated voice system told me that the office was closed and asked me to call back later without mentioning when the office would be open. That really make me reach the peak of frustration and distrust on Sears customer service.

I am a nursing mom who is already sleep deprived. Because of this whole incident, I am even more stressed and sleep deprived because I couldn't sleep after 5:00 am. I eventually called in at 8:00 am and was informed very firmly that March 14th was the date and they can't do anytime earlier than that. Finally, we just gave up and my husband went to Home Depot to get longer hoses.

This is our first experience of purchasing big appliance at Sears. I have to say that I feel very unsatisfied by their service. I feel that Sears has a systemic problem because almost all the customer service people I talked to gave me false information or promises that turned out to be unfulfilled. Based on this awful experience, we will never do business with Sears again and will tell all the friends and family members we know not to trust Sears, which has the worst customer service that is dishonest and not reliable. So, anyone who is reading this review, please take my advice. You can get much better service from other providers.

I purchased a weed eater in 2007 from my local Sears. It refused to run. I was told to take it to the local repair shop for Sears. After 6 different trips to the shop, the machine still did not run. After getting a hold of the shop manager, she decided after 6 repairs and it still did not run that it was time to give me a new one. But it was only after a lot of complaining and phone calls. I will buy their tools but not their lawn and garden products.

A repairman was suppose to come fix my washing machine 3 times, and all 3 times, they failed to come. The first time, the repairman calls out sick, I sat and waited. The second time, no show, no call, nothing. The third day, repairman says he called, I have no message or proof that he did. I received a call from the 1-800 number to reschedule. I spoke to "customer care", I told them that the repairman needs to say who he is on the answering machine or on the caller id in order for me to know. We do not answer private calls or are unavailable for safety reasons. This person is on business/work time so the number should come up as such. Will never use them or purchase from them again. Obviously, there is no customer service. Also on file, they know my dryer was in need of repair, but it was my washing machine.

My Kenmore Microwave became inoperable the first week of January. It was not under warranty. After a week, I called Sears National Service Repair Center about repairing the microwave. They convinced me to opt for the warranty. This was on January 16, 2010. They told me that if the repairman determined that the microwave could not be repaired that I would receive a voucher valued at $500 towards a new microwave. The warranty agreement expires January 16, 2011.

On Friday, January 29, I was scheduled to meet the same technician again at my house. I left work early again. I was about 10 minutes away from the house and he refused to wait until I arrived.

I rescheduled for another appointment on Friday, February 5. I was determined not to have an issue about being late. I left work earlier and arrived by 2:00. I waited from 2:00 pm to 8:00 pm to receive a call that he could not come up the hill to my house due to the snow. I advised him that my husband had just arrived home and had driven up the hill with no problem. He refused to come to my house stating the weather was too bad. I had to wait two more weeks.

On Monday, February 15, I had a day off from work. The technician arrived about 1:00 pm. He worked on the microwave for 3.5 hours and did not fix it. He took the microwave out and said that the part he needed he would have to order. He left to go to his truck, returned and said, I have some good news and bad news. I have the part, but I have to take the microwave out again. He dropped it on the top of my glass top stove while taking it out. Later he dropped it on my hardwood floor so hard that the technician (help) he was talking to asked him if he was okay. He was there from 1:00 to 4:20.

The lights were working under the microwave when he arrived. When he left, the right light was not working. He broke the vent grill. He acknowledged the fact that he broke the vent on the top of the microwave, but he did not acknowledge the scratch on the stove top or the light. Additionally, when my daughter attempted to use the oven later that night, the handle and the door fell apart. His nails were dirty and grimy. He did not remove his shoes. He asked to use the bathroom. He worked in his jacket.

After he left that same day, we called the service center again. We spent at least two hours on the phone with customer service, etc., explaining what had happened. We spoke to a man by the name Gill who said that they would send out a special technician to analyze the entire problem and give use a $25 gift card for all the trouble that I had endured. He refused to let me speak to his supervisor. I explained to him that I did not want the same technician back again. Obviously, he does not know how to repair my microwave, plus he is causing more damage.

I left work early Monday, February 22. He arrived at 3:00. A technician called from his van in my driveway and announced that he was here. I opened the door and it was the same repairman. From my doorway, I told him that I asked for a special technician. I told him that he broke the light and the oven door fell apart after his visit and that I was not going to let him in.

I then called again and spoke to Mary and an R.J. Dhe promised to help me. She promised that I would have support with two days. I was on the phone for about an hour with this call. Mary told me that someone would call me. I got disconnected twice with the call.

Today is Friday, February 26th. To date no one from Sears has called about trying to resolve my problem.I am asking you to please help me resolve this issue.

We bought a wall oven from Sears with an additional warranty. Within the warranty is the "No Lemon" clause. We have had a total of 4 repair reports on this oven in two years. One was to replace the entire control module. We had another claim in which the oven racks would not stay in place which prevented us from putting anything more than a pizza on the racks without them collapsing. The repair took Sears 5 months and more than 20 phone calls to repair. This was a major repair in which the entire interior of the oven had to be replaced.

For 3 months, we told them we wanted it done by a certain date, because we were leaving the country for vacation. Each time we called, they assured us it would be done before we were to leave on vacation. 2 days before we left, they still had not made arrangements to make a repair, so we called, yet once again, to let them know that we would carry on with their game when we returned.

One week into our vacation, I called to check our messages, only to find that the technician had come by to replace the interior of the oven. And now, we would have to arrange to make another service date. Well, needless to say, eventually the repair was made but took 5 months.

Our current claim, going on two months now, is to have the light fixture and wiring replaced, which was checked by a technician. The replacement is required due to the last repair. Once again, this repair will require the removal of the oven from the wall and the separation of the interior from the exterior. We feel that we have met the requirements of the "no lemon" policy, and Sears is not honoring their warranty.

I purchased a new Gas Boiler from Sears on June 12, 2008, manufactured by Dunkirk. I paid $7080.00 for the unit and installation. I started the use of Boiler in November 2008, had four service calls in the first three months two for igniter defects, two for incomplete installation causing poor water circulation as a result, insufficient heating. I stopped use in March 2009 and restarted use in November 2009. I made a service call again on defective igniter in December 2009, three weeks after the start up.

At this time we are paying for service calls being as we cannot afford an extended contact. In mid January 2010m the furnace quit working with only a clicking sound could be heard. Another service call, no repair when he found out if he turned off the power switch, turned up the thermostat in the house, then go back down and turn on the power switch the furnace would run. We had to do this each time we wanted heat for about a week, then it just started to work on its own. On February 18, 2010 it quit again. This time there is a hole in the heat exchanger and is spraying water all over the inside wall of the furnace, and pressure is dropping.

Another service call and estimate for installation for the factory warranted Heat Exchanger is $1000.00, $200.00 of that he said is for shipping, this is from the original installer from Sears. I called Sears and asked if we had to pay shipping for a factory warranted part, was told we did not. Also, I asked if we could have a local heating and cooling contractor replace the part and was told we could. So we got a second estimate from a local contractor for $500.00 and no more than $600.00, in case of some unforeseen problem.

This new energy efficient furnace has become a liability rather than an asset. It was done to save money not spend more. What can we do to stop this madness? Consequences are: We are spending more money than we can afford. And are not very warm these last two winters. Now there is a water problem in the basement until we can replace the heat exchanger. The stress is the worst.

I have been dealing with this TV issue for a long time now, maybe a year. i had a guy come to clean my TV as I paid for the service, and he did bad leaving his fingerprints on my 50-inch TV. So I have been in contact with Sears to have someone clean my TV. But they won't send another company out here, as I don't want that company at my house for this whole issue.

I have spoken with many employees of Sears, and they lied to me and don't help me. So I requested to speak with Bruce Johnson, the CEO of the company. But nobody will let me talk to him. I left 5 messages with him yesterday afternoon and on his voice mail. He said he will call back, not one of his workers. Well, at 7 am this morning, one of his workers called. "I'm not going to speak with you. I want Bruce Johnson." "That's impossible!" she said.

So around 2 pm, I tried again to contact Bruce Johnson and the operator lady hung up on me 15 times in a row without even saying anything--just picked up the phone and hung up. When she did say something, I asked for her name and employee ID number. She said no. I wanted it so I can file a complaint with Sears. Now they say if I call Bruce Johnson, they will press charges of harassment against me!

We are emailing you to inform you of our dissatisfaction with our recent warranty/service experience on our Pro-Form Eliptical Trainer. First, it took 6 weeks from when the trainer broke down until our final appointment. Second, the window we need to be home for the repairman to come (9 hours) is totally unreasonable. Third, for the final appointment no one was able to be home for 1 1/2 hours; of course that's when the repairman called. He never called later in the day to reschedule. So in frustration from lack of use for so long, I put in the parts myself.

Later the next week the repairman finally called and was informed his services were no longer needed. Fourth, UPS shows up at our house expecting us to ship the parts back that I put into the trainer. Sears was called and informed of the situation. We were told everything would be cancelled with UPS. On 2/15/10, we were called again to return the parts. After finally getting through their highly impersonal computer for the second time, we were told again it would be taken care of (I hope so). After this experience at getting service for a product we purchased at Sears and purchased the extended warranty, we can assure you we will not be doing business with Sears again.

I scheduled an appointment with Sears Repair on Saturday January 5, 2010 for a maintenance checkup on two appliances. It snowed that day. I received a call from the technician requesting our reschedule due to the road conditions. I understood, since I was at work trying to get home also. I rescheduled for the following Saturday, as you would know, it snowed again.

I requested the following week, was told I had to wait two weeks for a technician. In the meantime my dryer stop working. I was given a commitment time of 1P-5P. I am sitting here writing this compliant at 5:45pm no technician. I complained to customer service because this same problem happen back in November 2009 with the tech being late. Customer service put me through to the scheduling supervisor, they said there was nothing they could do and apologized and thanked me for being a preferred customer. I told her I did not feel like one. Would not recommend Sears to any of my relatives or friends.

A little over three years ago, I received as a birthday gift a Craftsman 18" electric chainsaw, which was purchased from Sears with an extended warranty. I used it twice, and it died. I had to take it to a Sears repair facility (McMurray, PA) which took about three weeks to look it over, only to inform me that the motor was shot and I would have to exchange it for a new one, but that I had to make another trip out to the repair facility to pick it up in order to take it to the store to exchange it. So I did, wasting altogether about two hours of my time and not having use of my chainsaw for three weeks.

I received no apology from anyone (that's the Sears repair facility, the Sears store, and Craftsman, which must have known about the replacement because I had the extended warranty). I used my new chainsaw twice; after which, it also died--about a month after the warranty expired. I just got back from the Sears repair facility (again McMurray, PA) where, incredibly, I was told that they aren't repairing electric chainsaws, because the repair would cost more than a new chainsaw and that I should go buy a new chainsaw. No apology.

Now, I know this is my problem, not Craftsman's or Sears' problem, because Craftsman only made this miserable product and Sears only sold it. Whereas I (or someone who loves me) made the mistake of buying it. I will say, though, that I am really, really glad that it failed when it did, because I'm planning to buy a new snowblower. And I am now reminded not to buy a Craftsman or, for that matter, any product from Sears.

I have a 2003 Kenmore Elite dryer which I must say have been happy with until it came time for servicing. I scheduled a service call 1 week in advance. I got a time window of 1-5 pm. At 4:30, they called to say they will not be coming. I was asked if I wanted to reschedule. I figured they could come the next day or so since I was inconvenienced. They told me that they would not be in my zip code for at least another week. I can't understand how I would not be a priority since I took time off from my job, only to have them cancel my appointment. I have seen several articles and videos on the horrible Sears service that they are providing. It a real shame they used to be a good company focusing on the customer. That has all changed and I don't think Sears will be around 10 years from now unless they go back to their old ways of guaranteeing their products and focusing on the customer.

I bought a snow blade for my 2001 Craftsman garden tractor at the above store. This blade is made by MTD for Sears tractors. I had my service company install the blade onto my tractor. I was told that the blade was not made for my tractor and they had to make modifications to make it work. I used the blade two times plowing snow. The third time I was using it, the blade was not raising and lowering correctly. I then went to the store I bought it from and they called the service department and I talked with them and set up a time approx. two months from the time I was calling. This was in November of 2009 and we get a large amount of snow in December and January but that did not seem to matter.

On the day the repair person came, I was working and my wife showed him the problem. He said it was not a Sears issue and if he were to work on it, it would be a base fee of $200! This is unacceptable! I went to the people that put the blade together and they said the blade was not made for this tractor. They also told me that not all the parts were in the bag with the blade. I have a blade on my tractor that is not designed for it and Sears will not fix it even though it is still under the one year warranty! I need Sears to fix this problem as a warranty problem so I can finish plowing my snow for the winter. If sears does not fix it, they should give me the blade that fits and Sears should come to my home and install it!

I own a Kenmore side-by-side refrigerator (model # 253.59683990) that was purchased in 1999. I have kept purchasing extended warranty for it because it seems every year I have a problem with it. On January 22, I called Sears repair and the refrigerator had stopped cooling and freezer side was not working either. They were not able to send someone out here till Feb. 2, 2010. A female repairman came out. She vacuumed the front and back, claimed to have checked the compressor pressure and said she couldn't do more since it had been unplugged. She did replace a relay as she said for preventive maintenance. It did start to work for all of maybe 10 hours and then stopped again.

The following day I called. They couldn't get out here till Feb. 9, 2010. A gentleman came out, checked the compressor and stated right away it was the compressor; the pressure was very low. I told him how previous repairman stated the pressure was fine. He stated it could not have been checked; otherwise they would have found the pressure not working. He didn't do any other checks on it. He just ordered parts, which I received on Friday, Feb. 12 and service was scheduled to come back out today between 8 am to 12 pm. After calling three times to customer solutions to find out what has happened to the repairman because it is 2:05 and he has not called nor shown up.

Then they tell me he is running late and will not be getting here till 4:00 pm. They did not have the courtesy to call and let me know they would be late. If I weren't calling them constantly, I would not have known anything. Never in my life have I seen such poor service oriented personnel. I have been reading other complaints on this same model doing the same thing. I just want people to know that Sears does not stand behind their products when it comes to service time. Their customer service schedules one thing and then the repairmen do another. They need to start sending them to school to keep up with the repair of their products.

We have been living out of one small refrigerator and ice chest. If I ever have to replace my refrigerator, it will not be from Sears. The frustration is bad enough. It is not operating but then you have to wait and wait till they come to your area and then they never arrive on time. The lemon law says they have to have four calls with 12 months. They have to determine whether it can be fixed or not, but in the meantime you have to wait some more. I had over $400 of spoilage of food and medicines that needed refrigeration.

I'm very unhappy with repair service. It was bad enough my dishwasher broke down three weeks after the warranty expired, but someone came here last Sat (I was scheduled for an appointment but never arrived until 3:30 pm) ordered parts and said they would be back today, Sat. 2/13 to fix it. I find out that the appointment was scheduled 2/15 when I cannot get away from work. The best appointment I could get is Sat. 27th, when I have to also work going out of town when my mother is having back surgery.

This is unacceptable service. No paperwork was left with me. When I originally put in a repair request on line in December, no one responded either. I am very upset with this service. I still have an unrepaired dishwasher.

I called Sears on December 28, 2009. My washer broke. I bought an extended warranty for $329.00. They have been to my house 3 times. Finally, they told me that the part is on back order until February 10, 2010. All this time, I have no washer. I have paid $329. I got a call today, telling me the part is on back order until February 22, 2010. This is for the H2E washer I paid $799.00 for. I still have no washer. I will never buy another appliance from Sears. I now have no washer, despite paying $329.00. They have my money. I have nothing.

In 2002, I purchased a Sears Kenmore Elite refrigerator. It is a stainless steel, side-by-side model with ice and water in the door. I paid approximately $1500 for it at the time of purchase. One week after I purchased it, I had to have a repair tech out to repair the in-door water line because it was not producing cold water. Because the refrigerator was brand new, I requested a replacement unit. After many hours of complaining at the store of purchase, I received a new refrigerator.

Within 6 months, I had to call out another repair tech because the freezer did not seem to be staying cold. This problem was repaired. The following year, there was a problem with the ice maker. Although the ice maker was consistently producing ice, it would not eject through the door as it was supposed to. Again, this was repaired. Over time, I continued to have problems with the refrigerator. I was advised by Sears to purchase an extended service contract each year so repairs would be covered. I did this yearly for 6 years.

During that time, I have had repairs consistently every 6-12 months for various problems. On two occasions, all of the food in my refrigerator was lost completely, and once this melt-down occurred while I was on vacation and my kitchen floor was damaged by the melted ice, water, etc. Sears reimbursed me approximately $125 on one occasion for the lost food. During one 12-month period, we had four separate repairs to this unit. On our service contract, it stated that this would qualify us for a replacement unit.

When I contacted Sears, I was told that one of my repairs did not "qualify" because the ice maker is not considered a "functioning" part of the unit. Since that time, I have continued to have yearly repairs for various issues and now the ice maker issue (ice not coming through door) is happening again. The last time this issue was fixed was approximately one year ago. Since I refused to pay another $140 for yet another service contract this year, I am being told that nothing can be done.

Besides the original purchase price on this unit, I have been forced to pay a yearly fee of between $125 and $150 for service contracts to insure that repairs will be covered on this lemon of a refrigerator. We are a two person, adult family. This refrigerator is treated like a fragile piece of china due to its many problems over the years and still, it continues to be a problem. Do we have any recourse at this point or are we basically just out of luck?

I bought a television from Sears at the Peidmont mall, Danville, VA on January 12, 2008. I bought the 3-year Master Protection on it. I have had trouble ever since. It is a Mitsubishi 65" DLP; the model number is 65731, and the serial number is 104039. We noticed right off that the remote seemed to have a delay with the TV. Then we could not get the TV to cut on by the remote or the power button on the TV! The volume would get stuck, the channel would get stuck, and then it would get stuck on, and we couldn't cut it off, without using the reset button on the TV.

We have had a repair man pick it up and take it to his shop at least 3 times and has been to our home 4 or 5 times to work on it (Mikes TV). He is contracted with Sears, and this last time, he had to call Sears from my home and they sent a modular. They have already had to replace 2 lamps in it. Well, it has worked fine for about a week, and this morning it would not cut on without being reset! When I have spoken to them on the phone, all they can say is: We will not replace your TV!

This TV has a great picture, and if it could be fixed, I would love to keep it! But guess what? It can't seem to be fixed! So what am I supposed to do? Reset the TV every time I want to cut it on? This has been an ongoing problem since 2008! I am at the end of my rope! What can I do? I think I have been more than patient with Sears! And they have been nothing but rude and unsympathetic! I am sick and tired of going without a TV and should not have to! They offered to pay for me to rent a TV, but I was supposed to pay the bill out of my pocket and Sears would reimburse me. (yeah right! ) Please help me! Thank you,

I have a leaking washer and have been fighting with this issue since August and it is not fixed yet. I've been taking off work during the week and staying at home half days on weekends doing my part but they are not fulfilling their part. What really is very frustrating is you sit at home for half a day and they don't show up. I called and they said they called at 3:15 and no one was at home but I was at home since 12:30 to 5:30 I had no calls on both of my phones. This is not customer service and the call center for Sears is very bad; it has no caring for the customers.

I have a washer that I purchased from Sears which has been fixed so many times they could have given me a new washer much cheaper than fixing this one. Today, the serviceman came to fix the washer again and would not because I wouldn't sign a waiver releasing him from any liability. I have never signed a waiver in the past and when I asked for his supervisor's number to call, he would not give me a phone number and he left. I had told him if he felt he would have a problem he could take it outside to fix it. His response was for my son to take it outside. I am still without a washer and the mental anguish and stress this is putting me through is really unnecessary. I am going through all this with an extended warranty contract.

I have a Kenmore Oasis washer and dryer that are about 2 and 1/2 years old and are under the extended warranty that we purchased. In August 2009, a recall letter was sent out and they came and replaced a part on the washer. The first part they mailed out didn't work so they ordered another and it came out and replaced it. At that time, I asked if they could look at the dryer because it was making a loud noise.

They adjusted something and it ran quieter. On January 9, 2009, the dryer wouldn't turn on so I reported it and I was asked to turn the breaker off among other things. It would not come on so I was told that a service representative would come out on January 15. A representative came but was unable to fix it so he ordered a part and rescheduled on January 23. Sears called to find out if the part came in three times. When my husband called to ask if they could come out any sooner, a representative was rude and told my husband "that's what Laundromats are for".

On January 22, I discovered that my washer was leaking underneath so I called and I asked if they could look at it while they were coming to fix the dryer the next day. I was told no because that's a separate service order and they would come out the 27th to check the washer. I was hung up on when I asked to speak to a supervisor. On January 23, after waiting until 3:30 PM for a representative to come, my husband called and I was told that the technician who was scheduled to come to our home wasn't even working that day. My husband called to complain and someone came out for the dryer only. Again, the part did not work and more parts were ordered. I called that evening and I was told that they would reimburse me for the cost of the Laundromat.

After 3 more phone calls to see if the parts came and confirmation that both appliances would be serviced, they were to come on January 27. This being the third full day I had to have someone at the house between 8 AM and 5 PM, my husband called on January 26 and he was told that they were to repair the washer only. He demanded someone to call and the representative did come and repaired both. (hopefully).

I purchased a snowblower from the local Sears outlet in February 2007. Since the first time I pulled the lever to blow snow, the problems started. The first incident was a misaligned belt pulley. A repair person fixed this problem and was on his way. By February 22, the belt was slipping again. Same as before, machine was inoperable until I was scheduled for another repair. Before the next winter in October, I was informed of a recall on the machine.

Another visit from Sears service happened on February 2008. The blower was stalling and backfiring through the muffler. In March 2008, the machine died midway of doing my driveway. The machine was gone for several weeks to replace a flywheel key. In February 2009, the machine almost caught fire, because of backfiring through the muffler.

it is now February 2010, and I have had several other service calls because of the machine stalling for no apparent reason. A repairman told me that "the gas cap is too tight." He then left again. Well, the gas cap is as loose as it can get without falling off and it still stalls. As of today, the machine is in, getting the coil replaced for a week now.

I called customer service to explain my problem, obviously frustrated at this point, only to have the Sears representative tell me that I am only holding up the process by inquiring as to the status of my property. The call ended with this rude individual hanging up on me. This conversation was actually recorded, as i informed this person "much to her disliking."

I am unsure of the legalities of this, but I know that their answering service advises you that your call may or may not be recorded for their purposes but does not tell you you have an option not to be recorded. (That's kind of a one-sided agreement, if you ask me.) Also, I have not even mentioned the more trivial problems such as shoot cables constantly freezing or pull chords breaking because of difficulty starting the machine. Anyone out there with similar experiences or advice?

I purchased 4 Kenmore appliances in 2006 along with a 3 year service contract. Almost to the day after the contract had expired, 3 of the appliances malfunctioned; the through the door water spout on the refrigerator does not work, the clothes dryer heating only works intermittently and the washer is making a tremendous noise on the spin cycle. Beware of Kenmore products and of the expensive maintenance agreements.

My complaint concerns a Kenmore Oasis washing machine I purchased on 12/20/08 for $680. The machine stopped working correctly on 1/18/10. Yes, it was after the one-year warranty, but less than a month. I did not purchase the extended warranty at approximately $90 for an additional year, because understandably, one does not purchase a washing machine with the idea that, at most, it would last two years. If the first warranty was for one year, the manufacturer is saying that if there are defects, they would show within the first year of usage. Sears offers the extended warranty, not the manufacturer. In order to have the machine repaired, I called the Sears repair center. I was told there would be a flat $129 fee for a service man to assess the problem, plus parts. The machine was malfunctioning but was operating, albeit in an incorrect way.

Naturally, I was unhappy with the $129 fee after only 13 months of usage (It is just my wife and I; I am a retired schoolteacher), but I accepted that fee. I was told by the scheduler that for $214, I could have an additional one-year warranty and it would cover this visit by the repairman, including any parts. This was, clearly, another chance for Sears to sell me an extended warranty. I have no idea how much repair parts cost, so I did not offer them $90 more of my money. Well, I found out when the repairman showed up, he started the machine and it worked just fine. We asked him to start it again, but now it did not work properly. He told me it is a computer board that will cost me $224! So, one month beyond my warranty from the manufacturer, Sears charges me, with tax, $377 for my washing machine! I phoned the store and they directed me to the corporate headquarters where I ended up speaking to a department called "customer complaints when products fail too soon".

The gentleman first offered me a $25 gift card then upped it to $50, his final gift. I am not complaining about their effort to appease my annoyance at my bill. But I want to complain nonetheless that Sears certainly should have honored the warranty, especially if they would not charge for their serviceman to fix the machine, nor would they charge for the part because they honor the Kenmore warranty. Surely, I am not pleased with the quality of the machine, but Sears played what I call an immoral game of paying for warranties and not being forthright about the products. They all agreed it was not normal for the machine to break, but they were unwilling even to sell me the $214 extended warranty plan and stuck me with a $377 bill. Shame on them.

I have had a service contract with Sears for my furnace and air conditioner for year. Every year, I have my furnace and air conditioner checked as their recommended maintenance. The other day when my plumber was putting in a new water heater, he called me to the basement and told me the furnace did not sound right, it was going on and off. He even told me it sounded like the sensor was bad. I said I would call right away to have Sears come out and look at it.

Anyway, he continued with his work, had to turn the gas off to put the heater in, but when he reconnected everything, the furnace would not start again. I called Sears again and said I need someone out because my furnace no longer worked and it was winter in Illinois. They told me the earliest they could come was Saturday (it was Wednesday morning). I said that was not acceptable and I had a service agreement with them and I could not be without heat for 3 days. They said that was all they could do. Anyway, I ended calling in a heater person to fix it.

So why do I pay hundreds of dollars a year to have my furnace checked once a year? I had a similar incident with the air conditioner, it did not work after the install (new from Sears). I could not get them to come out (they argued that it was warranty versus service) and would cancel the appointments without even calling. My brother-in-law came and found it was a hook up problem which he fixed. I left that go as a mishap, but now I am thinking they have no emergency service or think they should do it.

And I called their customer service and they told me they should have expedited it to their emergency department and said they were sorry, never asked my name or anything to research the problem, or go back to the person on the original call to better train them. Another customer service person said they would try to expedite the appointment but found there was none sooner, so I'd go 3 days without heat, wrong. Unbelievable bad service and I pay for this. Never again. I paid money to have my furnace fixed versus getting the service from Sears which I already paid for.

Our Kenmore dryer that we purchased four years ago started on fire. We agreed to pay $139.00 for the technician to come and take a look at it and fix the problem. He did come to fix the problem and left. Well, the problem was not fixed, and when I went to dry my clothes the next day, they would not dry. So I called for next day service, and they told me that they could not make it until five days later! I spoke to five different people. Nobody was helpful! I am pissed!

I purchased a Calypso washing machine on 3/22/02 from our local Sears store. The machine has never worked right from the beginning. It's off balance all the time, even after repeated service calls to "correct" the problem. We've paid service calls over and over again because we did not purchase the extended warranty. Now I have insurance on the unit and have had four service calls in three months. No one can fix the problems!

Sears tells me the machine is not worth any more time or money and cannot be fixed. The cost of this machine was over $1100 and it is only 8 years old. In addition to the $1100 we have spent about $800 in service calls, plus insurance now to cover service calls for a machine that just won't work properly. It floods frequently and has ruined my floor and the ceiling below it. It sits in my utility room with a basement stairway underneath. We have had to pull out all the ceiling underneath and replace it, but we are still getting water! This machine has been nothing but a nightmare for the 8 years I have owned it. Years ago, a washing machine could and would last 15 to 20 years. We are a family of only two adults so we do not overuse this machine! Yet, it is horrible and has cost me a great deal of money just to get clean clothes.

I purchased a Kenmore washer model 417. It broke. I called Sears to fix it and we set up a date for repair that would cost $500. I then started researching the issue and learned several complaints dating back years that have been made about this exact model. Sears is aware of the issue yet does nothing to address it. I wrote Sears the attached complaint:

"I have a Kenmore washer 41743142300 that I purchased from Sears. It has been making loud noises and leaking. A technician came out today looked at it said it needed repairs totaling $557. Foolishly I made an appointment to repair and paid for them. I just now looked online and learned that this is an ongoing problem with this machine and that Sears is well aware due to the numerous complaints. In fact there is a video that describes in detail the problem with this machine. Please cancel my repair scheduled for next Wed 1/20 and credit me the amount I prepaid for repairs. I will buy a new washing machine but not from Sears."

To be aware of a problem yet trick consumers by not informing them that this is an ongoing issue when they repeatedly call about these machines is deceitful. I am filing a complaint with Consumer affairs today. Furthermore I won't pay for the repairman who came today since he came to address a problem Sears is fully aware of. I am hoping you can launch some sort of investigation into this issue so more people aren't affected by this scam.

I purchased an LG dryer from Sears almost a year ago. For the past 5 months, I have been having recurring problems with the dryer. The problem is intermittent and the service people can't seem to find the problem nor fix the problem. However, they won't replace the dryer in light of the numerous times the dryer has not worked and even in light of the fact that they have replaced a panel on the dryer and it still does not work properly. Sears tells me now I have to have parts replaced 4 times. First, they told me it had to be deemed not fixable. After four calls now, I am told to work with the manufacturer. The manufacturer says Sears has to call them, but Sears won't call them. The warranty ends Feb. 2010. Since the problem is intermittent, I had to figure out how to fix it. I have to wait days before a tech can come out and then hours before he comes out sitting home. Again, I have been trying to get them to fix this problem for 4 months now.

couldn't fix the washer/dryer because they didn't have parts to fix our washer/dryer. Why are we having to supply a make/model number if Sears was not going to have the parts to fix it? We made an appointment 2 weeks in advance for Jan. 11th, parts were ordered and paid for. We received parts, we took the day off for someone to fix the washer/dryer. On Jan. 11th, we got a call from Sears telling us they are not coming out and rescheduled an appointment for the next day and have a good day.

After getting very upset, my husband tried calling the customer service department. He got tired of waiting for a supervisor and hung up. I called, after waiting 20 minutes, I hung up. I called again thinking if I could get a hold of the same person who put me on hold, I could talk to a supervisor without being put on hold again. I waited 10 minutes on hold before a supervisor came on to say "sorry, I can't do anything for you". I asked her what good is a supervisor for if she's not going to do anything? What good is a customer service personnel handing me off to her if all I was going to get was sorry? After asking her the question again, I was told I was rude. I told her, "no, rude is cancelling an appointment after it was made 2 weeks in advance".

My question is: Does Sears really need supervisors? Sears, save yourself some money. Get rid of your supervisors and spend the money on getting good, reliable help. Now, there's a concept. Sears, you will not be getting my business anymore. I'm cutting up my charge card. We then received a (local) phone call on why we didn't want to reschedule. I asked if we could speak to someone to voice our disapproval and received a claim #**.

I purchased a washer and dryer on 01/03/2010. They delivered the unit on 1/5, the dryer did not work. We were told perhaps the unit was cold and maybe after a few hours, it would work. We waited several hours, attempted to turn it on but it would not. We then called the service number and were told they would deliver a second dryer on 1/7. They came that morning and that second dryer did not work. We were then told it would require a service tech to come to our home. He was to come on 1/9, between the hours of 1-5pm. At 4:20, I called the number that was given to me and was told to keep my phone line open, the tech would be coming to my house. At 6:15, I then called the same number and was told I was mistaken that I did not have the correct date and that they were scheduled for 1/13, needless to say, I was very upset.

We then went online to sears.com and spoke to someone who then set up another service appointment for 1/11 and when we called the morning of 1/11 to confirm this appointment. We told them, we needed someone here after 11:30. I arrived home at 10:45 only to find that the tech was here at 9:30. They left a message on my machine telling me someone would contact me and perhaps they would set up another appointment. By 2 in the afternoon, no one had called back and I took it upon myself to once again call them and was told that they were to busy and could not come back to my home today.

I know have nowhere else to turn and have a $500.00 dryer that does not work and never worked, sitting in my basement. I need to know how to proceed. Help.

I purchased a GE Profile SS range and oven from Sears including a maintenance agreement. Within 6 months the covering on the control knobs started to peel away. I contacted Sears and they came out and replaced the knobs with more of the same. Again the covering started to peel away from the control knobs. I contacted Sears and they said that it was no longer in the manufacturer's warranty period and Sears considers the problem cosmetic; therefore, it is not covered under the warranty program. I purchased stainless steel appliances for the polished look, and now I am left with control knobs that are peeling away revealing the white plastic knob. It is an ugly look and I would never have purchased this product had I known this would happen. I also would not have purchased the maintenance agreement from Sears.

On Monday, 4 January 2010 or Tuesday, 5 January 2010, we called and scheduled an in-home repair for our central heating unit. The problem we were having with the unit was an uneven distribution of heat throughout the house. Our unit is on a maintenance contract with Sears. Their representative told us that we had been scheduled for Saturday morning, 9 January 2010, between the hours of 8:00 - 12:00. Both my wife and I agreed that this would be satisfactory for us. On Friday, 8 January 2010, we received a called confirming the scheduled appointment.

Early this morning, approximately 9:30, 9 January 2010, the day that had been scheduled and confirmed by your representative, we were told that the computer had made a mistake, and you did not have any repairmen working on Saturday. We were further told the earliest we could have our unit checked out would be on Tuesday, 12 January 2010, between the hours of 8:00 - 12:00. Needless to say, this was very disturbing to both my wife and I. We had made arrangements to meet with the repairman and all other plans for Saturday, 9 January 2010 had been cancelled.

I made several calls to the numbers listed for Sears Home repair only to get answering machines. Finally, after several attempts I came across a number that offered me Customer Service for your organization. The number I called and spoke with a real person was 1-800-469-4663. This also prove to be a waste of time because the person answering the phone in Customer Service, after hearing an explanation of my problem placed me on hold and never returned to the phone. I would very much appreciate hearing from someone in their organization, explaining if this is their standard procedure or if there is someone that can possible assures us that this will not happen again.

I have a TV purchased on 4/25/2009. On November 30 I called repair service, and a technician came to my home on December 7 and said I needed a panel. He ordered it on the 10th. He told me it would be a week to 10 days for the part. I called again 2 weeks later and was told the part was being shipped. My next call, I was told they were back ordered.

Then on my next call, I was told the part ordered has been delayed and they did not know when I could expect and they would call me in 24-48 hours. No call. My next call, I was told I received the part. I did not. I spoke to a supervisor and they were trying to find out if in fact the TV was fixable or not or what happened to the part.

One of the technicians asked why they had not replaced the TV, I asked them that and I received a jumble of excuses. This TV is still under a 1-year manufacturer's warranty and I also purchased a 3-year in-home master protection agreement. I am furious and don't know who to ask for advice so I hope you can help me. The TV is barely watchable. All the colors run together

After buying a service contract for several years on all of our appliances, our microwave/convection oven caught fire and was deemed unrepairable by the service technician that came out. Sears authorized a replacement but only authorized less than half the price of a comparable replacement microwave. Sears claimed that they could only authorize the amount we originally paid in 1995. The CSR I was dealing with cited the master service agreement claiming "I should have read it". She was argumentative (I think her name was Lucy). I believe Sears misrepresents the service contract at the point of sale of the contract (a phone call) claiming that they would replace the appliance at equal or greater value if the appliance can't be repaired. The problem here is that the master service agreement comes after the charge for the service agreement is made on a Sears charge card, based on what is pitched on the phone.

I purchased an Amana ABD2533DEW bottom freezer refrigerator in March 2005 with a Sears Master Protection Agreement. The ice maker quit working. The motorized air control vent quit working. The temp in the refrigerator was so cold it was freezing everything. Now on 1/1/2010 the freezer stopped working and the refrigerator has stopped cooling. I called Sears Home Repair Service and was told they could not come to look at it until 1/4/2010. Meanwhile, we have lost all food that was inside. It's not even 5 years old. We have a lemon and want a replacement!

Kenmore HE2Plus washer, purchased 2 1/2 years ago gave me an F01 error code which according to the manual, needs the CCU unit replaced. A known issue with this machine, Sears Service also said that was the problem, they will send a repair person out scheduling it Christmas Eve. I was reassured that since we KNEW what the issue was, they would also have the part more than once on this call. I also asked again when I was called confirming the appointment.

Repairman showed up, said the CCU unit needed to be replaced, he would order the part and be back on New Year's Eve and oh by the way, I needed to pay him $264 for service call and part up front. (Why oh why didn't I call my local guy, who could have ordered the part too and would be more Johnny on the spot?) I was not happy about the delay after being promised about him having the part and called customer service to complain. I was shocked when the girl started yelling at me that they were NOT going to reimburse me for the service call, at which time I yelled back that I never asked to be reimbursed, I wanted to complain about being lied to and then she hung up on me. I called right back and a very nice young man forwarded me to someone else who said they were at a corporate number, listened, said they would send me a $25 gift certificate and opened a repair complaint.

Two days ago (Tuesday) I got a call from someone who mumbled so terribly we could hardly understand him asking if we had received the part yet. I told him no, but someone was supposed to be here Thursday to install it. He assured me the part would be there to have it happen. It is now Thursday, no part and no call from the repairman. I called Sears and was told that oops, its not there? so I will have to wait until it does get to me and then call to reschedule for the first opening they have.

I am now not just irritated, but mad. Company, the holidays, no clean clothes left, no promised CCU unit and no communication from Sears. I called Customer Service again, talked to a very nice woman named Yadira who gave me another number to call because all she could do was write up the complaint and I wanted some accountability. I then talked to a Denise who pointed out that I shouldn't interrupt her, let her finish what she was saying about how I didn't have the extended warranty, so she couldn't do anything for me (no kidding, except that I had already paid for the service call and part so an extended warranty was moot) yet would interrupt me and gave me a snotty "You're right" when I called her on it.

She didn't like it when I answered her question about what I expected to have done for me, that "Nothing can be done, basically, I'm screwed" and said she was going to put me on hold because I was upset. About a minute later she got on again and the conversation went nowhere after that.

I may have been mad, but I was very careful to not raise my voice or yell. I did let them know in my tone I wasn't happy. Their "customer service" reps must get a lot of calls because they start out the day and the calls with bad attitudes.

My next steps will be to send a copy of this (with more information) to the corporate office along with our cut up store card, and a picture of the back of my car with a sign on it about why I have a problem with Sears. I will give the gift certificate away making sure it is used, but not by me.

I purchased a craftsman snowblower for the winter of 08 once i started it the belts burnt off. i made the mistake of purchasing belts from the sears store in kenora and replacing them myself.After i did this again the belts burnt off. i then phoned sears service who sent over service people from bennets repair in kenora by the time i got the machine back winter was over and i never got a chance to use the snowblower.now its 09 the first snow and again same problem occures.i can honestly say i have never been able to use this machine to blow snow due to the belt problem i would like to get my money back 2100$ i know this wont happen but talking with two diffrent costomer service people they will not replace my blower for a diffrent one and will not even pay for the sevice work.

all they would say is we have a 30 day warranty, i explained this was a ongoing problem from day one and that the warranty should be coverd due to that fact but they would only say 30 day warrnty. i have lost alot of rspect for sears as i thought there would be more consideration for there customers. i do not think i am being unreasonable i have a bad back this is why i bought a snowblower for me to pay 2100$ for this luxury was a big decission for me.

My 5yr old HE4t kenmore washer developed a problem. I contacted sears on 12/8/09 explained my problem to the customer service rep. and told them according to the owners manual that the parts where covered under warranty. She said she was not sure that a service tech would have to come to my home at the cost of 129.00 +tax to diagnose the problem and determine if the parts where under warranty I told her I didnt want to pay unless someone could tell me for certain like it said in the manual. I scheduled an appointment ,but said I wanted to talk to the tech before he came. She said that wasn't possible until the appointment date.I tried to find out from sears and kenmore if the parts where warrantied. I could not get an answer from sears and kenmore flat out said no. The tech came on 12/11/09 and determined the parts where under warranty ,I paid him by credit card for the 129.00 + tax. He emergency ordered the parts and said thatthey should arrive at my home on approximately 12/15/09.He also scheduled for for repair on 12/18/09 pending parts delivery.

On 12/16/09 sears called to verify parts delivery for repair on Friday 12/18/09. I told them I did't recieve any parts. I asked if they could be tracked and he said he wasn't able to that and that someone would contact me in 24 hrs. I called sears the next day at noon to find out the status of parts. I was told 1 of the 3 parts was now on back ordered from the manufactuer (Whirlpool) and the earliest ship date was 12/24/09 (HUH). I continued to check on the parts status but no change. On 12/28/09 I called sears customer service to track parts now I was told they didn't know when the parts were going to ship. I must have talked to 15 different people no one could give me answer. On 12/29/09 I went online to sears parts direct found all parts needed in STOCK. I called the phone # and asked if parts were available the person told me yes and they could be delivered to my home by 12/31/09 of course this would cost me over $1000.00 I immediately called sears to tell them what I had found out and that I had been lied to and was going to file a complaint with comsumer affairs. The person told me someone would call within 24 hrs which is what I've been told over and over. As of this letter 12/30/09 sears has not contacted me.

My Kenmore Elite Oasis He washing machine completely quit working. It tripped the circuit breaker. I reset the circuit breaker, I have power to the outlet but no power going into the wahing machine. The washing machine has been in my home in service for only 14 months. I called Sears Customer service on 12/29/2009 and Sears customer service cannot come out to repair the machine for one week until 1/5/2010 between 10:00 am and 2:00 pm. This is poor customer service if it takes longer than a day to get a serviceman out to repair a fairly new washing machine.

Repairman came on Dec. 28th for a cost of $135 labor and is ordering parts again to be installed at $59.34 on Jan. 8th, 2010. We feel we have a "Lemon" and it should be replaced with a new "working model". This has all been covered by warranty but would save the company much money if it were replaced.

I initially called to set up an appointment to repair my oven door at the very beginning of December. While I was waiting for the service call, my oven stopped getting hot. When the tech showed up for the appointment, we pointed out all of the thing wrong with the oven. the tech assured my husband and I the he was ordering the necessary parts to repair the oven.

A few days later, the parts came in the mail and it was only the handle for the oven door. i immediately called sears and the set up an appointment for 12/12/2009. I waited the entire day and no one sowed up. The next day I received a call from a customer service representative who set up another appointment for 12/19/2009 and again the technician did not show up.

Over a period of a few days I spoke to several individuals at Sears and was eventually giving another appointment for 12/23/2009. I received 2 phone calls on the day of this last appointment, confirming the appointment and assuring me that the technician would be there. The technician never showed up.

The next day I was contacted in an attempt to schedule another appointment for 01/06/10. I expressed that this was unacceptable and that I had been inconvenienced enough by sears and I wanted someone in my home ASAP. The representative assured me that she was going to contact dispatch and my me a priority and she would cll me back within the hour.

This occurred on 12/24/2009, it is now 12/28/2009 and the only call I have received was from a scheduling agent trying to set me up for 01/07/10. I have been without the use of my oven for a month. My husband has high blood pressure and I was unable to prepare his medically necessary diet. In addition, my oven was inoperable through the holiday season and I was not able to prepare a holiday meal for my family. This has been a huge inconvenience to me and my family. I have lost all faith in Sears and as a result I will never make a major purchase and Sears.

Took vaccum in for repair on the 12/09/2009. They said it would be ready on the 12/19/09. and im still waiting for it. Ive been a sears customer for over 38 years. I will never buy anything for sears again. If this is the way they treat their customers.

My 2 year old Kenmore water softner seems to have died. 1st I went thru much time and hassle to get a service call scheduled. That waa annoying enough. Then I decided I would just buy a new one instead of waiting a week or more for repair so I began trying to shop on Sears online. Impossible. In sears when I enter "water softner" in the search the only product it lists is for a coffee maker. And site is incredibly slow. So I thought it might help if I signed in. Yeah, Right. Sears online no longer recognized my registration.

Guess what? I can buy a water softner at Lowes without this [hassle]. BTW my Sears credit card shows that I have been a customer since 1972. Go to, Sears. It used to be nice knowing you. several hours of wasted time and much frustration. Just not worth it to deal with sears anymore.

My husband had taken our Chainsaw in to Sears the Cleburne where we bought it for the chainsaw to get repaired. About 2 weeks later we received a post card that said the repairs were going to be $118.72+tax and that I needed to authorize the repair. I called 1-800-4my-home and authorized for the repair to be completed. Yesterday 12/22/09 my husband went and picked up the Chainsaw we were charged $147.02 this is not what we were told it was going to cost I would not have authorized the repair at all for that amount!

I called lastnight and I was told the office that I need to be transfered to was call back at 8 A.M. so when I got to work I did just that I was told again that I needed to call back the office was closed. Around 1:15 I called again customer service first told me that it was not there problem and I needed to contact the store after telling this person this is my 3rd call and this needs to be fixed and The store is not who gave me the price the repair facility in Dallas did because that is where the Chainsaw was shipped too. She transfered me to Sears Credit Card services to file a complaint I did not use my Sears CC.

I hang up and call back again and now I am sent to the billing department the man that assisted me in that department informed me that they have a $50.00 play room for the fee to be higher and there was nothing I could do I was told $118.72 and cost me $147.02 that only $28.30 that is under $50.00. I told him just what I said before I would not have authorized the charges I was never told anything about the $50.00 difference play room for charges and I did not agree with it at all. I explained that I grew up going to Sears with my Grandparents and if they were alive today they would do just what I am doing and that's never stepping another foot into Sears.

I purchased a dishwasher from Sears on 10-07. I just had problems with the dishwasher and it quit working. The technican came out and said that the motor failed. I need a new motor. It's only 2 years old. His charge will be $230 for the motor and $164 for the labor. I did not purchase an extended warranty so the technical said nothing was covered. I called Sears to see what they could do to help me out with the cost. I have in the past purchase other Sears products and I feel I am a good customer of theirs. The first gentleman I spoke with said he could do nothing for me. I then asked to speak to someone else and he put me through to the Sales Department. I spoke with Don McCabe who also said he could not help me out.

I asked to speak to his supervisor. He put me through to Sandra who said all she could do was to give me the standard rate pricing of $129 which would only save me $35. She told me I should have purchased the warranty. I am very unhappy with this service and will NEVER purchase another Sears product again. I didn't expect to get it done for free but I did expect a better labor discount that $35 on a two year old product. Maybe I'm wrong but to me a motor breaking down in two years seems like a faulty product. I've had better service relations with car dealerships than I just had with Sears.

I have a broken dishwasher. I have a service agreement on this dishwasher. I have had service to my home twice to repair. It is still not repaired. I can not get a repair person to properly fix this dishwasher in a timely manor. It has been broken since November 17th. Each time I call Sears for a repair, they give me a time of two weeks. I find that unacceptable. Since this appliance is warrentied with Sears, I do not have an option to use another repair service.

I had bought a camera for not more than three months and I had gotten the guarantee for it for like a year. When I bought it to the store they told me they couldn't fix it.Then I insisted until they took the camera and sent it to the "technicians". A month later they send me a letter telling me that I had to pay around the same price I bought it for to get it fixed. So I decided to take my camera back, but I remembered I had forgotten my four gigabite memory card in it so when I go to check they had taken it out and told me that there was no memory card in the camera.

I purchased a Kenmore Elite Range with a maintenence agreement 3 years ago. This past November, 2 weeks prior to Thanksgiving, my range stopped working flashing pf6/10/11. I called service only to be told I only showed a micro hood on my account and the range and all my other appliances were not listed. I have maintenence on all and the SALE AT POINT OF SALE STIPULATES THAT YOU DO NOT NEED TO KEEP RECEIPTS..PEACE OF MIND OWNING A MA FOR IT IS IN THE SYSTEM FOREVER.

I made many phone calls and talked to at least 8 folks prior to me getting ahold of someone who told me to try and find the receipt. I found the receipt and they still could not help me! After talking to numerous people again, I had to fax the receipt to a gal for input. Sears service is everywhere, including reps from overseas. The first gal could not speak good English and found it difficult to understand the situation I was in.

I called service and was told they could come out tuesday. I asked if they could overnight the part, because this now means I loose Christmas too!

The stove is not cheap(1500 dollars) and I expect 700 dollars worth of parts to work! The gal told me she would try and see if they could overnight at the parts depot..hold on ..guess what she disconnected me. By the way this happened continually during my numerous conversations. I was also told that they could deliver a stove for me to use for Christmas..nice but where should I put it? I don't have room and an extra gas line!

I cannot tolerate this type of service from Sears..There is NO customer service that shows concern. I paid over 300 dollars for a service agreement that seems to be difficult to fulfill. I know they can overnight parts, as it is their fault quality was not up to standard. I refuse to go another holiday without being able to cook. I cannot tolerate being disconnected continually and want my stove fixed before Christmas or replaced.

In 2005 we bought a Kenmore water heater for Sears and paid for installation.

Just recently we order a service call through independent contractor for preventive maintenance on our plumbing, including a flush of our water heater. They advised they could not complete service because the water heater hadn't been installed to code. They advised the relief valve was not hooked up externally as it should be.

I called Sears to try and get them to come out and correct the problem and they want to charge me a service call to fix it, they also advised me at this time their installation people are not liscenced plumbers. My complaint is twofold 1) Why do they expect me to pay for them to fix something that should've been done correctly in the first place with my PAID install? 2) How do they get away with using unqualified labor for something like this in the first place?

Nov 2004 purchased 2 HVAC systems for our house. 1st floor unit was a hot water system and 2nd floor was a heat pump. 1st floor system never gave sufficient heat or hot water.Also heat and A/C would come on at the same time. 2nd floor system burnt-out in June 2005 leaving us with no heat or a/c at all. Sears claims to have no record of 2nd floor unit ever being installed and would never send anyone to look at it. 1st floor unit has been serviced several times with to no avail.

In 2006 Sears sent us bogus protection plans that we never ordered or paid for, but we are being held to an arbitration clause in them. Dec 24, 2007 a Sears tech was at our home and ordered parts.When parts came it took the tech 3 months to come back and when he arrived he claimed they were the wrong parts and left. No new parts have ever been ordered and Sears will not send anyone out to our house since.

My husband and I are both disabled and have had numerous aggrivated health problems, including arthritis and COPD, due to lack of heat and air conditioning. Our gas and electric bills have been through the roof due to the systems either not working properly or not working at all and having to use space heaters and room air conditioners and fans.

I called Sears for a service call to my home in regards to a refrigerator that was not cooling. The representative told me it would be $65 for the call and if work needed to be done then it would be additional. I understood all this. The repairman arrived late. He looked at the frig and moved a champagne bottle that was blocking the air duct inside the frig, thats it!! That cost me $140!! WOW!! Good money to move a container in a frig wouldn't you agree?? The repairman stated he had to charge me because he did "work". I figured something would go wrong since I declined his offer to purchase an extended warranty from him so this was his retaliation. I promise NEVER to use Sears again. 15 minutes of work for $140, man I love America!

I purchased Sears Smart Agreement and needed my dryer fixed . My complaint about my dryer "it does not get hot " the technician was no call ,no show on three occasions . Finally the technician shows up ,change the filter . My dryer still does not get hot . I called to tell them my dryer still does not work ,your technician did not fix my dryer . I did not equest a filter change but my dryer is not hot/working . The technician was schedule once again to come out and fix the dryer he did not fix the first time but again ,no call ,no show . I spoke to multiple people that could not help me ,they lack professional skills ,customer skills , and poor quality service . No managers are there to speak to ,they have know one of authority to speak to . I cancel my agreement because of the no calls ,no shows ,unprofessionalism and poor quality of service . They refund me a portion ,stating I have to pay for a filter that I did request . This is there way of getting money from the customers by doing a service they did request .

My dryer still does not work and yet I paid for item that I did not want . I was told by Theresa (customer solutions ) that is my fault my dryer does not work ,you should have kept making appointments until the technician shows up . I was appalled she stated this , I ask her ,you are representing Sears in this manner ,she said ;YES ,hung up . She was belligerent ,rude ,unprofessional and lack customer skills . She stated before hanging ,although I did not request a changed filter I should have told the technician that . I told her evidently she was not listening I had a friend ,relative on all four occasioins waiting for the technician while I was at work . So therefore ,it was someone else there when the tech finally showed ,she said ;well that is your fault ,you should have been there . I ask her ,don't your tech suppose to give it a "test run " before leaving to make sure it works . She said ; no they don't . I am now out of working dryer and $50.14 . Shame on You Sears !!! I would never imagine in a million years when someone referred me to them . Never Again . I am submitting a certified letter to corporate because they should know who is representing them ,a company of this stature . Theresa in customer solutions was the Worse of them all . I did not call irate using obscene words ,I was more professional than they were because I have workerd with customers in the corporate world and under no circumstances do you conduct yourself in this manner .

Purchased a maintenance/service agreement with our washer and dryer last year that includes annual service. Called to have service done. They came on 12/1/09 and allegedly serviced units. Noticed funny smell and extensive heat from dryer for past few days. Looked at unit and realized tech never put vent back to dryer!!!! Called service number and they are sending a tech back out, but will be without dryer for three days until they come. Claims he was emailing sending me a coupon for our trouble, but of course, have not received it.

Due to an apparent oversheduling for that day, the service call was then rescheduled for December 17, 2009. It's just a little irritating to have a brand new appliance break down within a month and then have to wait another month for a service call due to an overscheduling problem.

My stereo Bose was taken on 10-23-90 for repairment to Sears in Guaynabo, service order #81195420. The expected ready date was on Nov 08,2009.I was given a call on Nov 13,2009, from Maria #449(Sears USA),to pickup equip of stereo on Nov.21,2009, unfortunately, the stereo table top was not available.This after driving one hour and a half and waiting on line for two hours. A Mr. Ariel M, supervisor of this store in Bo Camarones, Guaynabo,made a copy of our receipt and promised to call us for status on this matter, so far, uptodate still waiting for his call. On Nov 24, 2009, at 940AM, Maria #449,Sears USA called and said that our stereo table top was ready for pickup again on Nov 29,2009. But just to be sure and to not experience the hassle of last time, I called Sears USA to verify this pick up, but to our surprise the equip was not available.

Once again, I called Dec. 2, 2009, at 11;30, spoke with a cust representative Fred #155, Sears USA and explained my situation and verify status on this order, but no one seems to help. On this same day,spoke with another representative Wendy #1163, state my concerned and that no one seems to help.I requested a supervisor, then I was transfered to Lorena #509009(employee Number). Lorena told me that I had to call ?? Bo. Camarones, Guaynabo for this matter ???. I then called, once again, Bo. Camarones, Guaynabo(Sears)and after a ton of calls there a Cecilia Diaz Valenciana or Valenciano finally answered the phone. But as I was about to state the never ending story the call was cut.??!!!CAN SOMEONE ASSIST US???????

July 2008, I purchased a heat pump system from Sears Home Improvement. For the first 2 months of ownership, every thunderstorm shut-down the unit requiring the installer to return. On the 4th visit he determined that the thermostat was mounted with hex head screws - causing poor connection. I'd never had a heat pump before but was told that the air never really blows 'hot'. We suffered the first winter. During the next summer it struggled on very hot days.

As summer 2009 transitioned to fall, the unit would not switch from cool to heat mode. The symptom was that the reversing valve would not reverse. A Sears technician came to our house and informed my wife that he never worked on our type of unit before. He ordered a reversing valve & coil, piston, and distributor - everything that could fail, intending to replace all. Parts warranteed, not labor. $93 that day with an estimated $211 to install the new parts. The parts were backordered from the manufacturer and it was 2 weeks before the next appt.

A new technician arrived and immediately did his own diagnosis. Within 5 minutes he determined that no voltage was applied to the reversing valve. He reset the electrical and had the reversing valve functioning less than 2 min later. He asked if it was blowing hot air; the air was not actually 'hot', but the same as the prior winter. He proceeded to evacuate, purge, and recharge the R-410a system. This would only be necessary if the system contained 'non-condensables' - which only could have been introduced during the initial installation. He charged me the remaining $211 from the initial estimate, and returned all of the parts - none were needed.

That was November 13, and I was with the technician the entire time, watching everything he did. On Nov 17th I called to complain about the inappropriateness of the labor charges. A case was created and I was told that I would get a decision within 2-3 days. I spoke with Debra.

Dec 1, I called to check status and spoke with Elizabeth, employee ID 77032. She informed me that my case was canceled as 'incorrect' since her dept. is unable to take heat pump-related complaints. She refused to transfer me to a manager who would take my new complaint (why was the customer not told when his case was canceled) or transfer me to a new dept able to take heat pump-related complaints.

After 45 minutes on hold, Elizabeth said she would try to escalate but needed case detail. After hearing my issue (mis-diagnosis and charged labor for hours that were not worked) she claimed that I have no case and refused to escalate. Somehow it no longer mattered that her dept. is unable to handle heat pump issues. She reluctantly gave me another phone number to call, a dept. that handles heat pump related complaints. $304 paid, an estimate based on the time required to evacuate the system; replace a reversing valve & coil at the heat pump; a distributor & piston set at the indoor condenser coil; and finally purge & recharge the R410a refrigerant.

I have service contracts on all of my Sears appliances. In the past several weeks my dishwasher and washing machine have needed repair. The dishwasher was scheduled to be repaired on 11/25 (the day before Thanksgiving) between 1:00 and 5:00 pm. The appointment was confirmed at 12:30 pm on 11/25.

At 4:30 pm, I called the repair center to let them know that a technician had not arrived yet and was informed that the route was overbooked and that my repair waas rescheduled for Saturday 11/28. I had taken a 1/2 day off from work to be home for the technician.

I called for service for my washer on 11/7 and had to wait 10 days for a repair technician to come out. He arrived on 11/17 as scheduled. Parts had to be ordered so he scheduled another appointment for 12/1. This appointment was confirmed on the evening of 11/30. I took another 1/2 day off from work and received a voice mail message at 12:40 pm to tell me that the appointment had been cancelled.

I called the service center and was told that if I was not available on the afternoon of 12/2 I would have to wait until 12/14. I just can't believe that these people are allowed to get away with this.

I took a day off from work that was totally unneccessary and I have been making trips to the laundry mat since 11/7 twice a week that run me between $50 and $60 a trip. We are a family of six so twice a week is the norm. Sears is always very quick to call to remind us to renew our service contrats and take our money, but unfortunately do not care about the inconvenience of non working appliances.

I asked for and called Warranty Service on a brand new Samsung washer. I was asked three times for my phone number and transferred three times before I got someone to finally make an appointment. After making the appointment, the representative started trying to sell me something else. I immediately said "all I want is service on my washer" then the representative hung up on me. I hope this is not a sign of things to come when contacting Sears for warranty service, or it will be the last Sears appliance purchased by me.

i purchased a steam washer from LG in 2006 the original steam washer that was to be so wonderful . Well it definitely was not after the 2 month it started to leak since it was purchased from sears and we had a extended warranty i called service and they sent someone out to fix it. well the service tech didn't even know how to get the top off and left telling me i was using to much soap.

The machine continued to leak so in January 2007 i again called for service. this time the tech had worked on them and knew how to open the machine and was able to replace some parts and the machine worked again for approx 8 months when it started to leak again. I think in total there were 11 service jobs after which the last one sears offered a buy out of the old LG and we could purchase another machine.

well i thought we had just gotten the lemon i should have read this list first because we ordered a new LG thinking everything would be great and it was for the first month but the smell came back and today when i went to check the wash guess what it is leaking also!

How disappointing is that I am so stupid I should have gotten another top loader like the old days. never had trouble with them in 20 years. So here we go again calling for service. I hope people read these warnings and take heed DO NOT BUY LG they are [bad]!

Here is the problem they told me It would be two (2) weeks to get my ring back. then to get attitude along with not having ring will make me think twice on purchasing another service contract again

Washing Machine 1812CW was purchased 09/05 from Best Buy. In 09/2008 it threw a code LE, factory approved tech came and replaced the stator. The whole time he was there he complained about the distance he traveled to make my warranty repair. 10/28/09 the same code appeared. I followed trouble shooting instructions and had the machine working for 1 day, 5 laundry loads. Next day, same code LE and could not resolve this time. Called Sears to repair this time. Tech came 10/30/09 stator again he said, ordered part, charged me $150.52 labor, due to return 11/06. At that time installed stator, didn't work, first said , "bad stator" then changed mind, ordered main control panel, charged me $108.34, returned 11/11/09, wrong part sent, he ordered wrong, ordered another part, I refused to pay them any more at that time. He gave me a refund slip to have my $108.34 refunded. I'm still waiting for check from Sears. He returned 11/18/09 installed yet another part still doesn't work. Now ordering harness, says "there's a short somewhere",yet another part.

My basement looks like an LG parts supply house. Planning to return 11/23...I don't want him back here. Called Sears, finally got a telephone number to complain to someone I could understand in the USA. He will send a senior tech next time. Sent e-mail to LG on a complaint form. Received response, saying sorry, warranty over, no help from us. I know the stator is still under warranty for 7 years. This representative doesn't even know their product warranty details. Meanwhile, I have lost 4 days of work/ income, incurred laundry service expenses, and Sears has $258.86 or my money. This machine is a very expensive piece of junk. Any suggestions?

I was doing a load of whites and towels when all of a sudden I heard a terrible noise. I approached the laundry room only to find the entire top of the washing machine(which is only 3 years old) blown-off and basically exploding. It tore my sink off the wall, dented our new dryer, tore the dry wall; a real disaster. I had a Sears service man come this morning and say it was users error and they would do nothing for me. He actually was going to charge me a $129.99 repair charge. He finally agreed to cancel the repair call so I would not have to pay the charge. He told me to start with the Sears store where we bought it and show them the pictures, but ultimately I should claim this on my homeowners insurance because he was certain they would do nothing for us.

We purchased a Kenmore Elite refrigerator model #2537423700 on January 8, 2008. On November 7, 2009, we woke up to the refrigerator not working and all of our refrigerated items were warm. Upon contacting Sears and a service technician coming to our home on November 9, 2009, we were informed the evaporator motor was gone and due to not purchasing the extended warranty it would cost of $332 to replace.

Our main concern is although we did not purchase the protection agreement, the motor to our refrigerator should have more than 22 months. Upon contacting several people within Sears consumer relations, the store manager and on-source we were basically told sorry you didn't purchase the protection agreement and nothing can be done except for a $100 credit towards a new refrigerator. I don't know anyone who purchases a new refrigerator every 22 months, but Sears appears not to care. I was even informed that things don't last as long as the used to, which is the reason to purchase the warranty.

I am very concerned that we have a defective refrigerator, but Sears could care less.

So every out there who is looking to purchase a large appliance or any other appliance, please stay away from Sears or as they state PURCHASE THE PROTECTION AGREEMENT AS YOUR PRODUCT WILL NOT LAST 2 YEARS!!!!

Technician--0927004.

I am extremely upset with SEARS and the lack of concern and professional repair service.

I called sears on 10/08/2009 @6pm because my refrigerator had stop working they stated that there system was down to call back tomoorw so I did but i called 8 times and no one could help me they say there system was still down butI paid them for a extended warranty and they did nothing to nhelp me all of my food has spoiled;

On Wednesday, 10.28, I called Sears to have a water line installed on my newly purchased refrigerator (Kenmore Elite). I was told someone would come out on Monday, 11/1 to install a line and hook up the ice maker. Since last Friday, I have received daily calls telling me when that person would arrive. I called on Monday, 11/1, approx 8:00 am to confirm that someone was coming out to install a water line for the Refrigerator.

Once again, I was assured that person would be calling me shortly, person who barely spoke clear English. When service men arrived they were only coming to connect the ice maker, and not, I said not, install a water line. Again, reps in the service department wherever they are located do not understand the English language. I have spent close to $5000 dollars on Sears product over this last year. I am very disappointed with the service that was not given to me today. The men that came out today where kind enough to hook me up with the retail/installation department. At which time, I was informed there was never any installation order on filed on Wednesday, 10.28.

I have to wait again for someone to come out to do the work that was suppose to be done today. Again, I will need to wait until someone calls and gives me a time slot. I am very disappointed in [Sears] performance to me as [their] valued customer. What are you going to do about it? I have always, always purchased [their] products since 1963. I guess customer satisfaction is not important any more.

Monday, October 26 around 8:00 p.m., I called the Sears Repair Service advising them that my Kenmore front loader washing machine was stuck in a cycle and I had a full load of clothes that I couldn't open the door and I was headed out of town on Friday and I needed someone to come out this week to look at the machine. The appointment was scheduled for Wed., October 28 between 1-5 p.m. - my brother-in-law was going to let in the technician - it was around 4:00 and no one had come yet so my brother-in-law called Sears Repair Center and was advised that their records indicated someone called on Monday to cancel the appointment. I am the only one in my household and I did not cancel the appointment.

I called the Repair Center back and was repeatedly told that there was nothing that could be done because they don't honor same day service - I tried to explain to the representative that I did not cancel the appointment - that it much have been a mistake on their end - and I had a full load of clothes in a machine that was locked up and I have to wait until Friday, meaning these wet clothes are having to stay in the washing machine for a full week - I explained that that was unacceptable and couldn't believe a Sears customer of over 30 years was being treated like this and didn't they have exceptions to their rule. I was told repeatedly no and was only to speak to two representatives at the Repair Center, so I called the Sears Corporate Office in Illinois and spoke to a representative who was able to get through to the routing service team and was told they could come out Thursday, October 29 between 8-5 = they would have to work me in.

While I am appreciative that they are "working" me in, I am appalled that Sears treats their long time customers in this fashion. Someone should have called my house to verify the cancellation - and when they found out there shouldn't have been a cancellation, the Repair Center should have found a solution to my problem - not just treat it the way they did - by continuing to tell me that someone cancelled and the best they could do is schedule me for Friday, October 30. I explained up front that I was leaving town on Friday and that the clothes couldn't stay in the washing machine that long - they would ruin.

No one seem to understand that issue, therefore, although I seemed to have some success with scheduling a repair technician to come on Thursday, October 29, I am appalled that I had to make a call to the Corporate Office to get better attention. Your repair center needs to be able to handle situations that arise, like this, to keep customers. I have always been a supporter of Sears and have always purchased all of my appliances, tools, etc. from Sears. That ends today. I will never purchase another item from any Sears and the Premium credit card is being cut up - sorry Sears - you lost a very valuable and loyal customer because you weren't willing to make an exception for a very big problem.

I bought a Front Loader Wash Machine (28 48102) on 02-24-09 (TRAN# 5054) and it was not delivered until 04-17-09. I have had it for only 7 months and it is now leaking on the right front bottom corner. I wash 2-3 loads of wash once a week so the washer is not used very much and is like brand new. My last top loader was a Kenmore Washer and lasted me 15 years. I can't believe this is leaking and I have only had it for 7 months. They are sending out a service man on Nov. 5, 2009 to try and repair it. What happens if they do not repair it right and the warranty runs out and it leaks again. This is not acceptable. I want a replacement washer. They need to pick this one up and give me a new Washer since it is still under warranty. I cannot understand why Sears would even promote Front Loaders if they leak? I am very upset. This Front Loader should last me at least 10 years if not more. If I do not get a replacement washer, I will write my State Attorney General's office with a complaint against Sears. I will also write the Omaha World Herald Editor and tell them what kind of washers Sears is selling and 60 Minutes and 20/20 will also get similar letters. I had to wait 2 months to even get my washer and now it is leaking after only 7 months of use. I will have the repairman stop on Nov. 5th and see if it is a minor problem, but if there is a major problem, I will want a replacement wash machine.

We purchased a Kenmore Elite refrigerator in August, 2004. The next year the refrigerator quit cooling. Sears came out and said they could not find anything wrong with it. It quit cooling in April, 2008 with the same story. Each time they unplugged it for 24 hours and after that it ran. In October, 2009 it quit cooling--AGAIN. We unplugged it for 24 hours and it ran for 3 days then quit cooling. Once again, we unplugged it for 24 hours, cleaned it and it ran for 10 days. Today, the temperature keeps going up and down, up and down in both the refrigerator and freezer. We contacted Sears and they are going to send a repairman next week. We are sure that they are going to tell us--AGAIN--they can find nothing wrong with it. It absolutely can not be trusted!!

this is about a Sears/Kenmore refrigerator/freezer less than 4 years old, for which we purchased an extended warranty. it now has frost build in freezer and will not maintain temps cold enough to keep food from spoiling.

the extended warranty includes having a tech come out once a year and clean the coils, so, we made an appointment (last year) to have the coils cleaned and vaccumed. when the technician got here, he ran a brush over them ( the coils), and announced he was finished. my wife then asked him if he was going vaccum the coils, and he said that they were no longer allowed to vaccum them, and he said that they were no longer allowed to do that due to complaints of damage to the coils with a vaccum cleaner. so, the total visit lasted about 5 minutes.

we call the phone number on the paper work for the people that are supposed to handle the warranty claims for Sears and we explain the problem. for starters, they are rude, sarcastic, and facetious, and they also have a severe lack of communications between their policy makers, schedulers, and technicians. the first thing she asks is have we vaccumed the coils. we tell her what the technician that came last year said and did, and she basically called us liars.

we are now on our 4th week of attempting to get our refrigerator repaired. a technician was here 3 weeks ago, worked on the unit for about an hour, and pronounced it repaired. it lasted 2 days. so, last week, another technician came out, examined the unit and found 2 problems totally unrelated to the items the first technician "repaired". the first tech said the wiring harness was bad. the second tech says the control panel and the defrost panel are bad. the second tech ordered the parts, and said they would be here in a few days, and he would be back the following Friday.

Sears also gives you an 8AM to 5 PM window in which the tech will call. should you miss his call, you fall off the schedule and have to call and make a new appointment. the tech did not show OR call today, so when we called to find out what was wrong, the rude, sarcastic, facetious customer service rep/scheduler informed us that we failed to call and inform them that the parts had arrived. we informed her that we had not been told by the techniciain that we need to call anyone, and that he had told us that he would be here the following Friday. she bascially called us liars for the second time.

we also had a serious issue with a Craftsman riding mower....we have now destroyed our Sears credit cards and will NEVER, NEVER, NEVER, NEVER buy ANTHING from them again. we are STILL waiting for our refrigerator to be repaired...

The Service Technician won't fix my lawn mower, and dosen't act like he cares wether it gets fixed.

I bought a new frigidaire washer and dryer in march of this year. I did much research before buying these products and thought I picked a good brand. My washer is making such an awful noise now that I can't stand it so I called sears repair since it is still udner warranty. They scheduled me an appointment for monday october 12th from 8-5. I asked them can't they give me a better time frame than all day, she said the technician will call you the evening before to tell you an approximate time. I never got a call, took the whole day off work so that I didn't miss him. By 11 still no guy or call so I called sears they said they would have him call me. I called back later in the afternoon, still no repairman. After 3 phone calls and no return call finally at 6pm I was leaving and the phone rang. the repairman said he was on his way, I said sorry it's to late. You already cost me a whole days pay, who is going to compensate me for that?

He said he would call to schedule me a new appointment I said no I will do that myself. Sears repair just called me to reschedule and I said I have to have a set time or at least a 2 hour window, I can't take another day off, I work two jobs as it is to make it so I can't take another day off. She said we only schedule 8-5 I said that just won't do, I already gave you one 8-5 and my washer still isn't fixed. I think it is horrible that they can treat you this way. You buy from a reputable company thinking you can get service when you need it and still no. Is there anything I can do , I have searched thw whole sears website and there is no place to send a complaint and anyone at repair just says they are sorry, sorry doesn't make for the lost days pay.

6.75 hp walk behind more failed after one year. Sears will not honor there 2 year warranty claiming the shaft is bent. There is nothing to hit in my yard.

I purchased a microwave from the post oak mall sears, houston,TX was delivered to my home on october 12, 2009, after fixing the microwave the installer found it damage from the right side and told me to call sears for replacement.On october 14, 2009 I tried to call sears at 281-596-6800 about 20 times left messages also no response. Finaly someone from microwave dept. told me to call 1-800-479-5899 I called and talked to Ms. Gwen-10pAZ, she was in AZ state and told me to call the store back again and tell them to issue a work order, untill the work order is not issued I cannot do any thing. I called the store again and this time requested to speak to the Manager or supervisor to solve this problem, sales man Faisal took the information and has told me he is goinf to call me. I am waiting on it now.

But just want to let you guys know, in this bad times people are trying to buy products and are getting very poor service, I am very much disapointed. I have being buying sears appliances since last 12 years and most probaly this will be my LAST ONE.
WORST CUSTOMER SERVICE.
BAD STORE MANAGEMENT.
SALES PEOPLE DO NOT KNOW WHERE TO TRANSFER THE CALLS ALSO.
VERY UNDUCATED AND IRRESPONSIBLE .
IF THIS IS THE SYSTEM SEARS IS RUNNING GOD BLESS THEM WITH THEIR SALES, NO DOUGHT SALES ARE GOING DOWN.

I am going to return this product, and will BUY from some other Good Company.

My 2dr side by side refrigerator was leaking water on my floor nonstop,at which time I called Sears service and repair center, who offered a service agreement as the most economical means of having my refrigerator repaired. I purchased the maintenance agreement and made an appointment for a Sears technician to install the part that they said they ordered, which would be mailed to my home address. Sears sent a technician on four different occasions to install the original part, which was never mailed to my home address.The first visit was to find the problem; the second visit was to install a hose, in order to stop the leak until the original part was mailed to me. I have yet to receive the original part for my refrigerator that I purchased from Sears. The third visit was to use tools to defrost my frost free refrigerator and install another hose in place of the original part for the refrigerator, which is a plastic tank that is in my basement that the Sears technician removed and put in this plastic hose that no longer allows me to have chilled water from the dispenser or whatever the other functions of this tank that was the orginal part.

Had overpriced maintenance contract - wouldn't cover anything, cancelled contract, now dishwasher (less than 5 years old) is not working for the 3rd time! Fixed once under contract, and had to pay extra for parts (?), Now they want $129 to come out + parts (which are over inflated)!

repair for a refridge completed on 9-30-09(leak on floor) noticed water again on 10-4 called and made another appointmet first date available 10-12. Called on 10-12 whan no one showd up and spent 4 hours on phone because of poor customer service. Duhhhh I took the day off of work to sit at home from 8-5 because I cancelled the call??? Sam did say it may have been an issue with their sytem and not me canceling. But the real issue is Sam said I could not talk to anyone else, he was the man, and he would not give me any additional names, phone numbers or people to talk to, that is Sears corporte policy. So now I have water running on my hardwoor floors, but that is OK Sam told me to call the insurance folks they will fix it or pay tpo get it fixed. But (I have to wait for the new scheduled date that Sears has set up for me that they never told me about. Sounds like a real issue with corporeate america.

emails sent to the Regional Manager of Sears Outlet stores in Middle Tennessee. The only action taken by them was to say that they were sorry.

On August 4, 2009 we purchased a Fisher Paykel double oven from the Hendersonville Outlet store with a five year warranty. Jim was our sales person. He stated that the ovens were "floor models" from other stores. I picked the stove up the next day. We had it installed and within 30 minutes the top oven came on by itself. We contacted the Sears service company, A&E and scheduled it for repair. When the service technician came he advised that the door switch was bad and the unit would have to come out to be replace. We informed him that it would take two people to take it out. (first day having to wait on some one) When the parts came another appointment was made. It was for the morning between 8 -12.

My wife called around 4pm because she had not heard from anyone. The technician stated that he would be there but he was by himself. Another appointment had to be made. (second day having to wait on some one) The next appointment two technicians came. I had to show them how to take out the unit and used a cart from my garage. They advised that their company had taken their dollies away from them. They changed the "board" for the upper oven and then discovered that both "boards" need to be changed.

The unit was put back in place. Again I had to show them how to put it back in. This appointment took from 8am - 1pm. More parts were ordered. (third day of waiting on some one) On Thursday 9-24-09 the technician came for the fourth time. He replaced both "boards" only to find out that this still did not fix the problem. The upper stove came on by itself again. He again said that the door switch was bad. (fourth day of waiting)

At this point we decided to get with the store and find out what could be done to correct the problem. My wife met with Megan at the Hendersonville store. There it was decided that we would get another unit from the floor. Not satisfied with this, on Friday I went to the store. There I spoke with Megan, Jim and Mark, the manager. I related my dissatisfaction of the situation with them, letting them know that we had been without an oven for almost two months. There only response was that they were sorry but there was nothing they could do. I could take the unit that was on the floor or get my money back.

Seeing that I was not going to get any satisfaction, we did the paperwork on the other unit and made arrangements to have it delivered and installed. The unit was going to be picked up at the Hendersonville store and delived to our home and installed on Saturday morning. That evening the installation person called me and made arrangements to make the installation first thing Saturday morning.

By noon on Saturday I had not heard from him. He called sometime after 12 and said he was at the Hendersonville store but could not locate the unit. While still on the phone with me he talked to Megan who informed him that the unit had been put on the truck and sent to the Thompson Ln. store. Megan then picked out another unit and had him deliver that one to us.

When he took that unit off of his truck I opened the door and discovered black spots that looked like someone had cooked with the oven. I then took a paper towel and whipped the inside of the oven. It was stickey and the towel had grease on it. I then informed the installer that I was not going to take that unit. I contacted the Hendersonville store and Megan was out to lunch. I spoke with Jim. He said that that sometimes happened with "refurbished" ovens. He said again that he was sorry but that there was nothing that they could do.

I the called the Customer Service and related all of this to the Customer Service said that someone would contact me within two days. Tuesday afternoon I had not heard from anyone so I Customer Service again. Her only help was to connect me with the Hendersonville store where I spoke with Mark. After a lenghly conversation that went no where he said he was sorry. At that point I decided to get our money back and have the unit returned. My wife made arrangements to have it removed on Thursday. Today she received a message stating that they wanted to take it out today. There has not been any follow up to that message.

I hope you can understand my frustration. Two months with out a oven, five days spent with repair/delivery persons and several trips and phone calls to the Hendersonville store.

I do not feel that Sears wants to treat their customers this way. I was looking forward to doing more business at the Hendersonville store. I purchase appliances quite often for "flipping" houses and the motel that I own. I thought that there might have been some type of offer to purchase another brand at a reduce price or something to that effect. I am not looking for something free only to be treated fairly and as a possible valued costomer.

Just wanted to let you know that the follies have continued. When I canceled my order my wife contacted the Hendersonville store and made arrangements for the unit to be picked up. I believe it was Mr. Scarborough that made the arrangements to have it picked up today (Thursday). Yesterday we received a automated message stating it would be picked up on Thursday. We did receive a call from the store saying that they wanted to pick it up on Wednesday but this was not confirmed. He we sit at 5pm waiting for some one to come get this "thing" out of our kitchen. Typical for this purchase.

I purchased a GE refridgerator from Sears in December 2007 at a cost of $2200. One month after purchase, the refridgerator's alarm started beeping (constantly) after opening the fridge, even when all doors were closed. Sears Service Dept. came to my home a few times to determine the issue, however, were never able to fix. After 1 year, Sears told me additional service (to fix issue from the first month) would be at my cost. I finally called GE service to access the problem and determine the fridge needs a new control board at a cost of $277. Sears refuses to take any responsibilty or liability, stating that it is after the 1 year warranty. They will not pay for any other service provided and they will not come back to my home to fix the issue without charging me a fee.

On June 21, 2005 I purchased over 7 thousand dollars worth of windows for my home from Mark Four Enterprises,Inc N.J. License No. LO43705- Rockland County N.Y. License No. H-A6-01269-00-00, a Sears Home Central Authorised Contractor. Sears Home Central is the company that called me siliciting this home improvement project. They set up the appointment with their authorized contractor named above. I received a life time warranty on my purchase backed by Sears. However, when I incountered a problem with the Hermetic seal on one of the windows I filed a claim on September 18,2009 for replacement under the warranty, case No. 379969. I was told that I had to pay $150.00 for removal and installation of a replacement window. The so called removal and installation consist of taking the double hung bottom window out of the sash, by releasing the side locks, removing it and reinserting the new window into the sash with the locking clips . My warranty states that the Manufacturer wiil assume 100% of the cost of material for repair or replacement of the window. Since I have already paid for the original installation which is backed by Sears I feel that Sears is responsible to replace the defective window at no cost to me.

I called Sears regarding a warranty claim on a 1 years old washer they sold me. I bought a 5 year warranty for $149 for the machine. (Increasing the price 33%) When I called I followed the menu for warranty claims throughout. I informed the operator the washer did not spin fast enough to get the clothes reasonable dry. They said thy could send someone out but it would be in 4 days. I also asked for them to perform the annual preventitive maintenance while they were there. They then answered and since it was a warranty claim they had to transfer me to a tech nition who I had to explain the entire problem to again. I am told I needed to be home between 8-12 PM to meet the service guy. When the service guy showed up at 8 AM his first question was "does you machine need service" I responded yes and he informed me that he was just the preventitive maintenance guy and I should probably reschedule for a service technitian. I told him I wanted him to do his service anyways.

I immediately called sears regarding getting someone to fix the unit. They said they could not get anyone out there today and the soonest they could send someone was saturday morning. I explained I have kids in soccer in the morning and afternoon. They said they could come on Monday , in which I explained I could not afford to take another half day off work to get the machine fixed. I was transferred to the national service center where I waited on the phone and then they it hung up. I called again and finally somone picked up after a wait on hold. The lady explained that I need to provide them with a day that I am available and I replied Sunday. She said they do not service on this day. I asked her if she could take two half days off to get service. Finally they refused to let me speak to a supervisor, refused to come service the machine on the day scheduled, and refused to give me a phone number for the corporate offices where I wanted to call and complain.

Appx 8/28 a sear's employee by the name of Jesse came and did the first part of the work, he said the wrong doors were ordered so that he would have santos come at a later date. 9/18 Santos comes and says the doors were ordered wrong but if he could cut out a piece of our kitchen cabinet frame he could make it work. So instead of waiting 2 more weeks to get job done, i agreed. He did the work and there were a couple of things wrong so he said that he would order the correct items and fix it later. while santos was here i called debbie and asked her to email me a quote for the second time.

i'm requesting that they only charge me the original agreed amount of $380. i don't want them to send this to collection and ruin my credit, cause i'm not going to pay for the extra charge. They mentioned that the charge for parts was lowered which i think shows that they admit guilt to charging for something that i dont' have to pay cause why would they lower the charge for parts.

Also i think that the customer service was very unsatisfactory cause they constantly dropped the ball. i don't want my credit to be damaged cause i'm refusing to make a payment for a charge that i didn't agree to.

I purchased a service contract in august of 2009. I called to have repairs done on the range i purchased the range for. The technican came to my home on 9/23 and told me that Ineeded a part and that he would order it, the part will take ten days.

I called on 9/25 to check on the status of the order and after I speaking to 8 people I learned the tech had not placed the order in fact he requested that my cotract be terminated. I found out that he stated that my range had a pre-existing problem which isn't true. When I asked how was the statement true I was told there was no information in their system found therefore sears had no right to deny services in which I paid for.

Also more importantly had I not contacted sears to follow up on the technican I would not have known the sears planned not to honor my service contract nor have they made efforts to refund me the money i purchased the service contract with. I still do not have a working stove in my home, which causes me to eat out daily. Which is an expense that I cannot afford!

If this were an issue it would have effected it well before 16 years. The agreement states "repair or replace".

They have called our home 100+ times over the last 2 weeks. Refusing to leave voicemail message. Hangup the 2 times we have answered. Websites tell us it's Sears warranty sales.

On September 15, 2009 a Sears service protection agreement was purchased. On 9/16/09 a service maintenance check was scheduled for my ac/heating units. The technician that was assigned to come out to do the maintenance check was extremely late. My scheduled appointment arrival time was between 8am - 12pm. On Tuesday 9/15/06 at about close to 4pm that evening I received a call from sears stating that if it would be okay if a technician arrived at our home on Wed. 9/16/09 at 1:30pm, because they were running behind on their scheduled service calls. I told the man that it would be okay if it was 1:30pm on Wed. 9/16/09. The technician did not arrive to our home until 4pm on Wed. 9/16/09 after I repeatly called 3 times after 1:30pm came and went. Finally the technician called at 3:30pm and said he would be at our home in 30min., which would be until 4pm on Wed. 9/16/09 instead of 1:30pm as I was told on Tues. 9/15/09. From the moment the technician arrived to our home he was extremely rude & abrasive in his manner in speaking. He never physically maintenanced checked any of the units, and immediated after manually turning on the home thermastat. He immediately rudely & abrasively said that we would need to pay for a new Motor Blower totaling over $800.00.

When I asked to speak to his supervisor he dialed a number on his personal telephone, and contacted an employee named Chris. I ask The Tech. Ben if Chris was his surpervisor, and he told me yes. When he handed me the phone I asked the employee on the other end of the line if he was Ben's supervisor, and he told me yes. I then began telling Chris on the line that his employee Ben was being extremely rude, and that he was very rudely, and abrasively telling me that we would need to replace the attic unit motor blower that would cost us over $800.00. I also told Chris that Ben never went to physically maintenance check any of the ac/heating units. By this point the technician Ben began yelling at me to give him back his phone, and threatened to yank the phone out of my hands if I didn't hand his cell phone over to him immediately. He was the one who dialed the number on his own cell phone, and then handed it over to me to talk to Chris who he claimed was his supervisor. On Thursday, 9/17/09 we contacted a second ac/heating company to give us another opinion about our unit, and they came out to our home on Friday, 9/18/09. The other ac/heating company told us we didn't need anything replaced. They just adjusted and tightened the motor blower casing which was loose, and rubbing against something. Once the tightening was completed the squealing noise stopped.

We then called sears back on Fri., 9/18/09 to get a different technician to come out to do a maintenance check. Sears sent someone out on Monday, 9/21/09. His name was Mr. M, and he maintenanced checked both the attic, and outdoor unit. He told us everything looked good on both units. We were informed that the technician Ben on Wed., 9/16/09 the same day he came out to our home. Had told another customer that they would need to replace their outside unit. When the customer called sears back and requested to get a different technician to come out to give a second opinion. Since the customer told sears the outside unit was only a few years old. We were also told the second technician that went out to the other customers home, had told them that the unit was only needing a cleaning of the outdoor unit lines, because the lines were partially blocked. We were told that Ben has had many customer complaints against him, and that customers have requested that Ben never be sent out to their homes again. We were also informed that the Employee Chris who Ben passed off to us as his supervisor, and Chris also claimed to be Bens supervisor, were both being deceptive. I left a message on Friday 9/18/09 for Bens real supervisor Matt to call me back, and he never has returned my phone call til this day.

Our landlord, Frank Cole, had an appointed repairman come to our apt. to repair our fridge, as we had lost all of our food($100-150 dollars worth) because the timer had malfunctioned, thus our freezer and fridge were not working, the repairman from pembroke had said he would order the part, a day or two passed and then he came back and found something else wrong with it. We still have not recieved the part., furthermore, another repairman had come by, and said he would order the same part, still no part. Needless to say my wife and i are hungry, with only canned food items to eat, and we have to manually turn the dial every eight hours, rediculous, i called customer service and got the runaround again, i want compensation for the food i have lost and for the 4 days i have been waiting for the mysterious part to show up, payday for us is soon arriving and we can't buy food for our fridge and freezer, we can't afford to have all that food go to waste (again), i am not satisfied with sears services thus far, sincerely, hungry, tired and ****** ***.

The crew was great, BUT!!!, The part the I need has arrived at my home 4 times and it has been broken every time. My brand new stove has not worked now for 3 months. What can be done about this? This has been a totally unacceptable experience. I expect a partial refund on the cost of our purchase. I have called sears home 3 times to complain and I am told each and every time that a manager (from India) will respond to my complaint. No one has ever called me or my wife back. My wife and I have never bought Sears appliances before but did agree to try Sears after a great consumer report article. We spent a total of $6000.00 on our appliances. Unless we get some positive response we will never buy another Sears appliance.

At 3:00 pm that same day when my daughter came to visit there was the not on the door. I then called them up and they said they were going to get in touch with dispatch and send another repair person out. no one came out. I called again at 5:00pm and they said it was to late to send someone out. Needless to say I stayed home from work that day to deal with problem not get it fixed. Very upset and disapointed.

I purchased 3-year maintenance prevention contracts on washer and refrigerator. Service was provided in 2007, and Nov 2008. I will be charged for my 2009 maintenance service as the 2008 was performed in Nov 2008 and it has to be a year before I can schedule another another call. My service contracts expire 9/30. The full-year stipulation makes it impossible to receive the three services paid for.

We purchased a refrigerator from Sears at this store and put it on our Sears Blanket Warranty that covered all repairs as long as we maintained the warranty. We have used this for years on many of our appliances and been quite happy. We have the more expensive one that guarantees that when the product is no longer able to be repaired or has had 4 or more repairs on the same part in a 12 month period, they replace it free of charge with a product that is of similar value to the product's original value. When we had our 21 year old refrigerator declared unrepairable, we found that Sears was only willing to replace it with a lesser product.

At the time we purchased our refrigerator, it was one of the more expensive models. Obviously, refrigerators are now more sophisticated, but they are only willing to replace it with the same, a simple top freezer frost-free model with ice-maker. We had even paid extra on the old one for a decorative front panel to be applied at additional cost. I feel we have been misled. If we had bought a top of the line B&W TV when color was not available, would they replace it with only another B&W TV after color TV was the norm?

I feel we have been paying a lot extra for this high-value blanket warranty for naught. Sears insists they are replacing like for like. I feel cheated. I think we could have done better if we went elsewhere, and we certainly aren't happy about giving Sears our business after this.

This is waking up my children, two of which are special needs when [they]'re calling at 9pm at night. The calls 15 mins apart because we let it go to voice mail are annoying.

Purchased an extended warranty on a plasma tv. 1 year later needed service- customer service was terrible, they would not work with you on a time frame to look at the tv. Had to wait over two weeks to get service. asked for them to try to call an hour before they came- time frame was 8 to 5.came home from work at 10 waited till 5 no show. customer service reps were very rude.never by from sears again.waited on the phone for 1/2 hr

We purchased a Maytag Neptune front load washer from Sears just 3 years ago. In my research today I am finding that this washer was sold to me AFTER a class action law-suit concerning this machine. I was told this washer was the Cadillac model of Maytag. Top of the line. I paid cash for it and the matching dryer. We had to have the main computer board replaced in it within months of our purchase. It ran fine until the first part of this year when the spin cycles started to sound like jets taking off. A repairman from A&E Services came out and said we needed a new outter tub. To the tune of $205.44 for labor and $400 for the part. We paid a $65 service call that day. After some time passed we had the money to pay for parts but refused to pay the full cost. We were sold the outter tub by A&E for half price. We had the parts shipped to our home--we ordered the part by the number on the receipt that the repairman gave us when he was at the house.

A repairman was scheduled for 8/27. He phoned at 8am on 8/27 & said it would require two people and therefore our service call would be more at $192 (I was quoted $129 on the phone)I phoned a supervisor to argue the pricing (which I have still not received that call back). We told him to still come out because we needed the repairs. He called back at 2:30 & said couldn't get a 2nd person would have to wait until Monday 8/31. On Monday we had 3 different repairman phone us saying they were coming to our house--each one having no idea the other had called. Finally at 1:30 two men showed up to say they couldn't fix it because we needed additional parts. They continued to tell us that we were using the wrong detergents, needed to run a hot-water cleaning cycle periodically, etc....things we were never told at purchase. They left us with the option of buying the parts we need from Sears & rescheduling them or ordering thru them.

Now we are looking at possibly putting $500 or more into a machine that we paid $1000 just 3 years ago. We don't have $500...my husband lost his job a year and half ago and is trying to go to school to find better employment. I have two kids that we're trying to put thru college and all of this on my income and unemployment. I am driving a 15 year old vehicle to avoid having bills other than our house & utilities. I have already made two trips to the laundromat to wash clothes. More than likely we are going to wind up trying to send the parts that we already ordered back and try to get a refund for them and buy a new washer--which wont match my dryer but hopefully will work longer than a few years. We will have to charge it on our credit card but there really isn't anything else we can do.

Could not get washer repaired under warranty. Had to have it hauled off and bought a new one at home depot. No problems and very nice people.

We had to buy a new washer and junk a new sears whirlpool cabrio washer. The warranty was worthless and a scam. Spent over 15 hours waiting for repairs and several hous on phone calls with disconnects. This is a terrible situation and should be consumer fraud.

Sears is without a doubt in big trouble. Anytime that a company has employees that they are the only person that a customer can speak with regarding a problem with a product. When I requested on several occasions to speak a supervisor I was told repeatedly by Denise, Robert, Andrew, Richard, Betty and Gary...we have the final word...you can't speak with anyone else at Sears.

Of course, three weeks later I am in my home waiting on a pressure switch for a Whirlpool Washing machine and it is now 4 pm central and no pressure switch. But I have had two service representatives come to my home neither of which had a pressure switch on their truck. I tell them that is absurd and they both shake their heads and say "thats Sears"! Yesterday 8/18/09 the second repairman shows up, no pressure switch. I should have received the switch. we purchased extended warranties from sears.

8 am to 5pm are the hours that you are told to be home...and if you don't answer the phone then you can wait an additional week for service. So after 3 weeks, no part delivered to my home, I have been home all day anxiously awaiting the part so that I can then phone an 800 number that is not answered. I was told to phone the number 20 to 40 times until someone answers the phone! Again, I say where is customer service...on break, out to lunch, on vacation...who knows...who cares...not sears.

Oh yes, I was told to expect the part to be delivered to my home. when I phone to determine where the part is I was told that the part was inadvertently mailed to sears parts instead of my residence. so I said can you overnight the part to me so I can get the repairman out to my residence to repair the washer. after two weeks I am told that this was not an emergency. sears doesn't do that. expect it sometime next week. well next week is here and still no part.

Sears should be ashamed that there is such apathy widespread throughout [their] company. I probably missed the news release that sears is now owned and run by the government.

In July 2009 I purchased a Master Protection Agreement from Sears on my 2006 Washing Machine. On 20 July I placed a request to Sears repair center on my washing machine and included the code indicated on the washing machine. I was told that the service technician only came on Thursday's, 23 July. When the Technician arrived he did not have any parts, just made an evaluation and after a conversation with the service center had to order a part. This part could not be installed until the next Thursday, 30 July. The part arrived and was replaced, but that was not the problem, another part was ordered, which could not be replaced until the next thursday, 6 Aug.

On 5 Aug Sears scheduling called and asked if the part had arrived, but it did not arrive and they stated it was scheduled to be delivered on the 6 of Aug. If they knew, why did they call and ask about the part? I asked that if the part arrived early mid morning if the service tech could replace the part, the answer was yes. On Thursday Sears scheduling called again and I told them the part arrived at 11am, they stated I would have to wait until the next Thursday, the service tech could not be reached after he departs.

Funny on the prior Thursday while I was talking to thte Sears repairman a beep was heard and he stated I go another service call that shows up on my computer. Finally on 13 August the part and service tech met at my washing machine, after the part had been install the sears service tech. stated still not working and I'm not sure why, either the new parts were bad or maybe? The wiring harness?

I then call the Sears My Home number and after 4 responses to their computer answering service I was able to speak with a Customer Rep. who transferred me to another department. After waiting 10 minutes the other rep picked up the phone and hung-up. This happen twice, they hung-up twice on me. Finally after calling again I talked to a rep who transferred me to another rep who transferred me to the Sears Customer Solutions department, Jason, real nice guy. He told me even though it has been four weeks, he could either give me $100.00 or $100.00 on a rental, but not both and still atempt a repair on the washer. By this time I tried to speak with someone higher up, he stated I'm as high as you can get. He then talked to his TM (Team Manager) and offered me a $100.00 gift card and $100.00.

I turned it down because the Maintenance Protection plan that I just received in the mail on 4 Aug, 2 1/2 weeks after purchase, stated they could make an evaluation of the product and if the product could not be fixed they would replace it, after they decided what it was worth. Jason and his TM decided they would have the washing machine replaced, but without any other compensation and at a depricatied value. Great! But no compensation for the 4 weeks I have use a laundry, both I and my wife lost time from work.

Jason was very sorry but that was all he could do. Not at the mercy of the repair center research department I will receive a depreciated amount on a new washer from Sears this will start all over again in a few years. After 4 weeks, 3 technician visit and one missed visit he will guess at what's wrong and try another repair, I think not. I have over 8 major appliances purchased from sears, but may be the last. We had to wash clothes twice a week and on week-end, at a laundry 8 miles from home. Loose several days of work and the technician will show up between the hours of 8am and 5pm. We had to wait on the technician just to show up, who was not sure of the problem.

I am glad they are going to replace my washer, but will they appreciate my washer to the point I could have bought a new one for all the time and money invested by Sears repair and my lost time and money. My wife and I are out time, money and will still have to apply money to the deprication determined by a Sears Research person. Will the price of a replacement received be in the best interest of Sears or the customer?

I purchase a washer and purchased with it an extended warranty. At the same time I purchased 5 other appliances to be installed in a new home. Upon using the washer, an LG model on a pedastool the washer vibrated so badly on the spin cycle that the machine moved out of the space and put a dent in the back wall. I called sears and they sent a repair man out who worked on the machine and said it was fine. After about 10 washes the machine again did the same thing. I could only wash on quick cycle with low spin in order to wash at all. Than the machine began to travel even on this modified setting.

The 2nd technician came out pulled the wash machine out of the space re-balanced it and put it back in and said it was fine. Again the machine worked for about 15 washes and than began to do the same thing again. Again I was forced to wash on quick cycle with low spin. The third technician came out and again took the machine out of the space, rebalanced the machine and put it back saying it was fine. Again after seveal washes the machine began vibrating and traveling across the floor. Again I was washing on low spin and quick cycle. I had 3 more repair men out on the same issue. This last time the wash machine traveled so far on low spin and quick cycle that it took the door to my wash space off its hinges and broke the door.

I contacted Sears to tell them that since I have had the machine it has been problematic and now it damaged my home. The man I spoke to told me there was nothing they could do and in order to replace the machine it had to meet one of the 2 following criteria: 1) 4 repairs on the same functional part in a years time 2)a technician deems the machine not repairable. On July 30th I contacted Sears and spoke to a man named Falfal (who now no one knows) who told me in order to get my machine replaced that I would need to have a senior technician come out and look at the machine and verify that it could not be repaired. I agreed.

On August 7th the senior technician came out and checked the machine and told us there was nothing more to be done and that the machine was defective. He even put that in writing on a slip he gave us ("On going prob def wash everything check sok not repairable will be replaced on my ok per cust phone call." When I called on August 10th to see how to go about getting my machine replaced I spoke to a Lois in Customer Resolutions who told me that she looked in the computer and all she saw was "on going prob def wash everything check sok" and there was nothing more. She said they would not replace the machine until a senior technician came out and deemed the machine not repairable. I told her the senior technician came out on August 7th and deemed it not repairable and that I had the documentation in my hand. She said that was not in her computer and that a senior technician would come out. I explained all the above to her and she said that Sears could replace my door if a senior technician came out and verified the damage.

I told her I told Falfal that when I called on the 30th and he said that was my problem and Sears could not do anything for my door. I also called back to the local service department who verified that what I had on my slip was in fact in the computer system and she could not understand why Customer Resolutions was denying that the information was in the computer. Bottom line is I paid for a very expensive machine with an expensive extended warranty which I paid for and now after Sears has sent 7 technicians out to repair my machine the machine still is not functional and Sears is refusing to replace this appliance. How can I go about making Sears honor their warranty that I paid for.

My grandma bought me a dryer from Sears along with the Maintenance Agreement (MA). Years later the Agreement expired and I received a call to renew it to which I did. I was told if I renewed this agreement that I would get a maintenance service at the end of the year. Lo and behold the dryer needed repair well before the MA expired. I was glad that I had a MA. I called and set up an appointment. The technician came out and it would only cost $240 to fix.

I told the guy that I had purchased a MA. He calls the Service Center-no record. I explained the whole situation how my grandma bought it and that I renewed the MA. No record. I gave all of her information too just in case it was still under her information still with no avail. They told me I need to prove that I bought it. Well I couldn't the MA and then I started thinking that maybe I never got anything so I checked credit cards statements to see if I could find the purchase but I couldn't find any record (I likely closed the account that it was on).

Well just about the time that the MA was to expire, I get a call asking me if I want to renew the MA. I couldn't believe it since it the MA couldn't be found before and now they were calling me to renew! I explained my whole situation and apparently it was still under my grandma's name which I don't believe since I had provided her information when I called and there was no record. I explained that I gave that information to the customer service rep in March and nothing was found. I was told that since my dryer broke in March while it was still covered that I was going to get it fixed but I needed to wait to make an appointment so that all of the information could be updated to my information. I thought this was already done.

Anyways, I called the following week and not surprisingly, I was right back to square 1. Now today I have spoken to about 8 different people told them everything that I have written and they are telling me its my fault because I must have not provided the correct information? Nothing but frustration. Paid $99 to renew the MA. $99 dollars down the drain. I have spent hours on the phone trying to get this issue resolved.

The heating element in our washer/dryer quite working so we had no dryer service. I had paid $170.24 for a service agreement so I thought it could be taken care of promptly. After numerous calls and asking for a supervisor, all I received was excuses as to why I could not get a repairman for more than a week, rude, short, terse, attitude and the information that if I didn't like it I could certainly cancel the service.

I purchased a lawn mower about 4mos. ago a piece in the front is bent and is touching the blade which is causing a lot of noise. was given an estimate of $91 by phone. I said its under warranty she said yeah. But they can't do a partial tune up. I said what does that have to do with the piece? She said they found dirty oil. And they won't just fix the part that I brought it in for.

I purchased a G E washer 15 MONTHS ago, It stopped aggitatng and spinning. I called Sears for a repair call on a MOnday, they could not send anyone until Thursday. I was out of guarantee and they offered me a 1 year guarantee for 1 year , saying it wuld cover everything , labor and parts. had to pay in advance for it, but it seemed better than buying a new machine.

repair man came in and said it was the motor, and it would cost us another $73.00 for the repar, we had a $500.00 limit, and it would take a week for the new motor to come in. I was never told their was a limt on the guarantee. The repairman said we had the option with the guarantee to accept a $ 500.00 voucher and go to Sears and get a new machine. We choose to do that. He went outside to verfy the voucher, and comes in and gves it to me , and sad Sears will be in touch in a few days and give you a claim number and you can go in to pick out a new machine. I told him that he did not say I had to wait a few days, and he said , oh I assumed you knew that.

I called the warranty dept. and ased if they could speed up this process and give me a claim number so i culd go in right away and purchase a new machine, I was told no, and tat i would not be picing out a machine, t would be chosen for me by Sears. Again , something they ommited telling me. I have asked them to cancel this guarantee and refund my money, said tey will get back to me about that.

I went out and bought a machine , brought it home and installed it the same day. I cannot beleive a 15 month old machine would burn out that quickly. it was a mid-priced model. I also purchased at the same time a dishwasher, gas stove, microwave and refrgerator. All G E . I am holding my breath.

I am extremely upset and disappointed in G E and Sears for omitting to inform me of the details. And as a side note, I think Sears must outsourse because the language barrier between me and te phone represenitives was impossble. It cost me $ 706.00 for a new machine with a 5 year guarantee ( I read the fine Print) Not possble to do over the phone.

purchased 4 ton central air conditioner unit from Sears in 1999. unit had a five year warrenty from the manufacture and an extended five year warrenty from sears. had to call out service technicians every year since the unit was purchased. the last two to three years had to have technician out at least three times a year. the technician told me something was wrong with this unit and the warrenty was getting close too running out and to make sure I purcased and extended warrenty on this.

i purchased and extended warrenty for three years for the a.c. unit. the technician has been out for repairs five times this year. the last time was wed. july 29th. Sears now says that i purchased a warrenty on the a.c. unit only and it does not cover the unit in the attic. My reply was why would i purchase a warrenty for only half of the unit. i ask how much would it cost to purchase a warrenty for the unit in the attic and their reply was that i would first have to have it repaired, but because the unit is over 10 years old now they will not sell any warrenty.

in my opinion this is poor business and customer service on Sears' part. now i'm stuck with a broken a.c. unit that was a lemon from the beginning. I will never purchase anything from Sears again, now matter how good a deal they offer.

I experienced a problem with a Kenmore grill that was under an extended warranty during the 4th of July weekend, and called 18004MYHOME first thing Monday morning July 6th.

The customer service person I spoke with on the 6th scheduled service for the grill on the 8th between 1and 5pm. After 5pm when no one had called or arrived I called the number back to see what had happened. I was told that a tech was never assigned to my case, I was not going to get another appointment until the 13th and then hung up on. I called back and was told there would be someone coming out the next day between 8am and 5pm.

The next day I took the day off from work so I could be available at any time. I called the 18004MYHOME number several times to confirm that someone would be coming out and was told every time that I was on the list and a tech would be coming.

When no one showed up again I called the number to be put on hold for over 1/2 hour and then disconnected. Several more called later I was told that once again a tech was not assigned. I was transfered to a "supervisor" and he made an appointment with me for the following Monday, July 13th. He asked that I call 18004MYHOME that morning to get a smaller time frame for service.

Of course, Monday came and when I called the number there seemed to be yet another problem. They did not have me on the list for that day. But, the could give me an appointment for the following Saturday. We asked several times to speak with a supervisor and were given excuse after excuse and promised call backs that never came. We were finally able to get an appointment for the next day, July14th, between 8am and noon.

We again made arrangements to be around for the tech to come. We again called several times and were told a tech was being assigned, they were talking to the tech now, a tech was on the way, etc, etc. Once again no none showed and no one called.

Our next step was to try going higher up. We put in a call to Sears corporate, who claimed that all of our appointments were showing up in their computers as being canceled, but with no reason as to why. They informed us that the complaints we had asked to be logged in our files with them were never submitted and that a tech was never even assigned to us for that day. They managed to finally get someone to the house later that evening to look at the grill.

I wish I could say that is the end of the story, but I'm afraid the saga continues. The grill was deemed unfixable and we were given credit toward a new grill. We went to our local store to pick out a new one and schedule delivery. A delivery date was set for July 27th and once again Sears was a no show. When we called the store we were told a mistake was made and the gril would not be delivered today. As I write this I recieved a call telling me that the grill could not be delieved today that it could come on Thursday. I refuse to take any more time off of work to deal with this company and I told the representive that called as much. She hung up on me.

I have never dealt with a company that has less concern for their customers, nor a company with a worse customer service department. It seems that no matter who we speak with we are lied to, hung up on and given the run around. I guess the next call need to make is to my lawyer.

This was not satisfactory to me so I called Sears Customer Service and asked if they could help me. I said I was going to have to call an independent repair service and I was told that that would void the warranty. I asked if Sears would help me pay for the repair and was told that was impossible, but if I wanted to rent a refrigerator they would pay for that. I asked the woman where in the world was I supposed to put a second refrigerator, as I had no room for it in the kitchen or small utility room She said, "I never thought of that."

We have been without hot water from Friday July 17th and still do not have it. We cannot do laundry, dishes, or take a hot shower. This is unacceptable and unhealthy! We paid almost $1,000.00 for a maintenance agreement and are not getting the service we should!