Kenmore Refrigerators Reviews

Suddenly, the hoses on the back of the Refrigerator began slapping the back panel erratically, water still wouldn't dispense, so we unplugged it. When we plugged it back in, the same thing happened a couple more times, however no matter which filter was replaced on the unit, the dispenser ceased to dispense, no water or air came out.

We called for Warranty Service, as the unit was only 6 months old, and after certifying the registration, a company called A&E Factory Service "Expert Repair" came. The technician assessed the problem and stated in his opinion that the Water Dispenser Valve was faulty, plus the Freezer Sensor was also Faulty. Everything was great, except for the fact that he didn't have any parts in his van, even though they had ample opportunity to assess the repair possibilities based on my description of the problem and prepare. So, he ordered the parts through his company cell phone, had me sign for them, and stated they'd be delivered to our home in 1 week by UPS, followed by a technician returning to our home to complete the warranty repair.

So far, it has been 5 weeks since we contacted them, and 4 weeks (1 Month) since the technician was here. We learned on the 2nd week that the parts never shipped, and furthermore nobody at A&E Factory Service "Expert Repair" seems to know what is going on, they do not communicate with me, however a phone representative at the registration office I originally contacted informed me after going back and forth through email that a "Level 2" Investigation was initiated and is ongoing with no ETA in sight, yet our Brand New Refrigerator continues to malfunction with no idea when they will fix it!!!!

This is VERY FRUSTRATING for us, we paid Costco in Full with GOOD MONEY for this appliance and the Warranty Repair People to date are MIA!!! So what do we do???? I researched this Refrigerator Unit Model for the very parts the Technician ordered and they're in plentiful supply EVERYWHERE, even from Sears Direct who sell parts for their Kenmore Brand, yet A&E Factory Service "Expert Repair" has no clue where the parts are they ordered!! I even sent them a complaint and NOBODY contacted me back. This is not right, and we are Extremely Upset over this matter!!!! I am hoping from some feedback by folks with similar issues and what their experiences have been with this particular refrigerator, customer service, warranty dept., etc. I am also forwarding this consumer complaint to the people responsible.

If you're reading this, do yourself a favor. I recommend you look at their reviews, read about all the blogs, etc, that tell about how these products have failed so many consumers. And I will never buy anything with the name Kenmore on it, I will buy something else with decent reviews. There is a class action lawsuit against them, and multiple blogs about problems with this refrigerator.

My next refrigerator will be an GE, or Samsung, or anything but Kenmore. It's sad that Kenmore quality is not what it used to be, and instead of good customer service, all they do is keep repairing it over and over instead of doing the right thing, give your money back or replace it. Per the Sears warranty it must break 4 times in one year to be replaced. Who wants to go through that? Note, we have found out that Kenmore, LG, and Electrolux build these refrigerators for sears. So, we're going to think long and hard before buying LG or Electrolux and look at reviews.

Anyway I called SEARS and told them about the problem and told them about the compressor and she said that in order to honor the warranty a certified technician from SEARS has to confirm that the problem is the compressor. 100 dlls for the service call, he came by and determined that it was the compressor. He does not even open the back of the fridge, (I have the video to prove it) and for labor a total of almost 800 dlls. Lol. I declined the labor and called the CS at SEARS Monday and told them about the quote and dislike and prefer to claim the warranty on the compressor and she said that is not possible because in order to honor their warranty, it needs to be installed by their own technician. (They did not tell me that on the first few calls I made with several different agents). Anyway. BE AWARE, this company is not the one that used to be. Avoid KENMORE, LG & SEARS.

So a repair technician came over on 6/5/23, and said we needed an Evaporator Fan Motor and Electronic Control Board. Ordered the parts on 6/7/23, it's now 6/13/23 and still no parts. And the technician can't return until 6/22/23. Meaning we've been without a working, functioning refrigerator for 2 weeks, and waiting 2 more weeks for repair. For an 11 month old refrigerator.

I found this timeline unacceptable and called Kenmore to see if anything could be expedited. But when I spoke with a warranty customer representative at Kenmore, he was unbothered and unsympathetic to the fact that we've lost food and money waiting for this 11 month old new refrigerator to be fixed. As a matter of fact he spoke over me several times, and even had the nerve to tell me that it's only "my opinion" that their repair service and product is bad. I said, "YES, it is my opinion because I'm the customer. I'm the one buying the refrigerator and dealing with the massive inconvenience of a defective appliance. We're losing perishable items. Groceries are at an all time high. So yes my opinion matters - if you want to sell your products."

In any case, Kenmore takes their sweet time sending parts under standard shipping (they cannot expedite anything), and having repair technicians schedule repairs weeks after the appliance has already broken. They will not offer reimbursement for lost food/groceries due to their defective appliance. Thank goodness we don't have perishable medications needing refrigeration, or breastmilk for a nursing baby needing to be frozen.

Do not buy any Kenmore appliances, as they are not "Kenmore" products anymore. They are made by other manufacturers such as Whirlpool; ours was made by Whirlpool with a Kenmore label slapped on it. These appliances are made cheaply and riding on the coattails of a decades long reputation that doesn't apply anymore. Kenmore USED TO BE great. No longer.

I called the warranty company and again they made another trip out. When the technician arrived he pulled out the refrigerator only to find that it had been leaking since it was installed. We had significant water damage behind the refrigerator, up the side wall, to the floors, and under some of the cabinets. There was so much black mold. This was the 1st time any of the techs had pulled the refrigerator out from the wall. Along with this, the tech determined the compressor was bad and needed to be replaced.

The part that was leaking looked like it was cracked in several places. Needless to say, we had about $5000.00 in damages to our kitchen. We contacted the warranty company about this and after weeks and weeks of phone calls they finally approved it... This was not as simple as I am making it sound in this email. At this point, the refrigerator still has not been repaired. The warranty company sent multiple requests to have the refrigerator replaced, but they kept denying the claim stating it did not qualify for the lemon law. 

After months and months of trying to get this approved, I finally requested another technician come out and see if it could be fixed. He again determined it was the compressor that needed to be replaced. He ordered the parts and said it would take a few weeks and they would be delivered to my home. After a month I called the warranty department to get an update. At this time I was told the order had been canceled as they were not able to find the compressor at a local store. I have had so many calls to the warranty company that I have lost count.

So, again they put in another claim to have the refrigerator replaced. Here we are 7 months later and I am still without a working refrigerator. At this point, I am at the end of my rope and completely out of patients. Living without a normal refrigerator is not easy...especially during the holidays when we had family and friends in from out of town. Not only complicated but very very embarrassing. I just want the refrigerator replaced. I do not think that is too much to ask considering it is not even 3 years old and has not worked properly for the last year and a half. I have done a lot of research on this refrigerator and watched lots of videos and have found that Kenmore and LG both use the same compressors...which have been known to stop working after a short period of time.

I have also found out that LG has more lawsuits than any appliance manufacturer in the USA. The warranty company is doing nothing but giving me the runaround. I ask for a supervisor to call me back numerous times, but they say they are not available and will have someone call me back which never happens. I do not want to get an attorney involved but at this point, I am not sure what else to do. I spent $1300.00 on the refrigerator plus another $350.00 for the extended warranty.

After almost one month, I received two packages related to this fridge. None of the packages seems to be the fridge door as they were quite small. I tried to contact A&E Factory by all means multiple times: 1). I made many calls to their number 1-888-623-9355 in the order status page. Every time, my call got disconnected. 2). I called their main number ‪(800) 905-9505‬ numerous times. This number always referred me back to their website aefactoryservice.com. 3). I tried to schedule a service in aefactoryservice.com without success. I tried both as “Schedule Service” and “Check Status”. 4). I talked to their digital assistance and got referred back to my order status page, which asked me to call 1-888-623-9355. I am going to file a BBB complaint. I contacted Kenmore again for two weeks without any success. Please do not buy any Kenmore refrigerators. There must be a reason that Sears has been performing terribly and losing business.