Sears Refrigerators Reviews

At this time, I been without a fridge for almost three weeks and adding two more for the Sears tech to complete the repair. I called a local appliance repair specialist (Golden BayTech) to get a second diagnose on failure. After $125 service call, we had a complete different diagnostic failure. Golden BayTech (**) diagnostics was: - Refrigerator compressor ($399) (10 yr warranty), - Refrigerator condenser coil ($96.49) (7 yr warranty), - Service valve ($24.66) pipe corroded, poor workmanship, - Filter Dryer ($46.66) pipe corroded, poor workmanship, - Refrigerator evaporator (freezer) ($118.25) (7 yr warranty), - Refrigerator evaporator (fresh food compartment) ($109) (7 yr warranty).

The price above doesn’t include labor work, estimated times 5 hours to place all component on the refrigerator. Sears technician never listed on his diagnostics: the compressor (main failure on this models), evaporators (top and bottom) He never mentioned all parts on this model have 7 to 10 years warranty. Sear’s tech express the compressor was working fine. However, Golden BayTech was able to diagnose the compressor wasn’t working in seconds by applying Freon to the compressor and it didn’t take the Freon.

After spending many hours online to figure out the cause of the failure, I came across many forums posting on the LG/Kenmore refrigerator displeasure and Sears tech services. Sears/LG-Kenmore is playing hardball with customers because they don’t want to repair/upgrade refrigerators that are on the field. I’ve lost hundreds of dollars’ worth of food most had to throw out and know I’m leaving of an ice cooler losing food and purchasing ice every day. I’ll never purchase an LG/Kenmore products again. I want to know where is a lawyer when you need one to get class action lawsuit going.

They will not transfer to any supervisor if requested. If I express my frustration and anger, which I always qualify as saying I know it is not their fault, they hang up on me. This has happened several times. If they say they are transferring you, most likely you will be cut off and must start the call over again. They tell me they have no way to call back if we are cut off and I have no way to reach the same representative about an issue, who may already be familiar with the case. The only way to reach a person in authority is to send snail mail to corporate headquarters. No one at the service center, no one by phone, fax or email. In short, the telephone representatives: Do not have level of authority to resolve my concern. Do not have level of knowledge to understand the problem. Provide insufficient information. Did not resolve my issue. Can offer no recourse for dissatisfaction.

The repairman who have been here are clearly very unhappy with their overloaded work schedule. I can’t blame them. They work long hours 6 days a week. The repairman come to your home but are ill prepared to fix the problem on a first visit since they do not have replacement parts. The Kenmore Elite has a widespread reputation for the computer board problem, and they have many customers with the same problem. Therefore, why wouldn’t Sears have these parts immediately available so that customers don’t have to wait 2-3 weeks to have refrigerator working again? Particularly since they are supposed to be diagnosing the problem by phone. I have the Kenmore Connect feature on the refrigerator also, that contributes to its high cost, so why is it not used to save repair time?

Here is the timeline: May 10 - Had the annual preventive maintenance done on the refrigerator. After the man worked on it the refrigerator made different noises. He specifically stated that the compressor was good and that was important. June 24 - First call for service for non-working refrigerator. I was offered an appointment for 2-3 weeks later in mid-July. I do not have the original schedule date. Did steps on the phone to ‘diagnose’ the issue which Sears promotes as good service. June 25 - Requested authorization for outside repairman to provide service under the Master Protection Warranty due to length of time without a refrigerator. Was referred to another phone number and did receive authorization. However, I learned from the other repairmen who I contacted that they will not work on the Sears Elite because it can rarely be fixed, and the parts are likely impossible to obtain. And it could void my warranty.

Coincidentally I had a Sears repairman scheduled to come to fix my 19+ year old Whirlpool refrigerator that was in the basement. That refrigerator was also purchased at Sears in 1999. Since the kitchen refrigerator took priority I used that appointment for this kitchen refrigerator. I elected then to use a NON-Sears repairman to fix the basement refrigerator. He came within the week. There were several days that I both refrigerators broken. June 27 - Case # ** First Sears repairman appointment. Diagnosed computer board as the problem. This older repairman ordered a replacement computer board, in doing so he advised us that with this model of Kenmore Elite has this problem frequently and that typically the compressor will go bad also due to the computer failure.

When queried about the delay in appointments he complained about the short staffing, something in this location like 30 current employees that used to be over 100. He also informed that the Kenmore Elite refrigerator has many known issues that are unresolvable. July 18 - Older Service man installed the computer board. Within a few days the refrigerator started making new noises that it never made before. Water started leaking out from the bottom. August 28 - Fridge not working again. Call to request service for non-working fridge again offered an appointment 2 weeks out or so, I can’t remember exactly what was available. Called multiple times to complain about the wait and was put on a wait list for an earlier appointment.

August 30 - Young repairman came and said the wrong computer board was ordered by the first guy. He ordered a different one. September 12 - Case # ** Computer board installed, by older service man. Apparently even though he knew it was the wrong board. Within 3 hours the refrigerator stopped working. Per the request of the service representative I disconnected from power 3 times and restarted each time same thing happened, in about 3 hours. The refrigerator never got called. Called for another service appointment.

September 15 - Case # ** Older repairman came back and said the younger ordered and replaced with the wrong computer board. This repairman said that the parts come from an Ohio location staffed by minimum wage people who do not have the proper training concerning parts. The information they have on the replacement computer board is incorrect. They are supposed to refer to a different resource to find out the correct part, but they don’t know to do so. The new and younger repairman didn’t know this, and he ordered the wrong part and put it in the refrigerator. So - in our situation, since the older man did order the correct part in June that was replaced in July and the appliance still did not work - it seems to me that the compressor is the part that went out in the first place.

So, I asked the older repairman to please order the compressor as well to prevent me from having to wait another month before my refrigerator works with two more delayed visits for repairs. He said he was not permitted to do that. September 27 - Scheduled to come back and replace the computer board. With the same one that was put in as replacement on July 18. This older repairman did advise me to call Sears Master Protection and tell them that I am documenting three completed service orders with three separate case numbers. Ask, on this refrigerator because at what point will they stop repairing the same unit and replace per the Protection Agreement as another lemon.

I would like it noted that for these FIVE APPOINTMENTS, either my husband or I must take off work or clear something from our schedules to accommodate. This is quite an inconvenience. Today I tried make the call as suggested. I have many numbers that I have been given over these months to try to get help. Food Loss - 800-827-6655, 800-927-7836. Home Warranty - 855-256-2467. Direct - 800-927-7836, 800-827-6655. Benefits Admin - 800-376-0557, 800-893-1780.

I started calling around 10 am Eastern time. I am not sure which number I called first. I proceeded through the menu hoping to choose the right option to get to a person. I was on hold for about 10 minutes. I had to hang up to take another phone call. Called a second number, again navigating extensive menu and long hold times, waited 15 minutes. Called a third time, waited 30 minutes and finally got an answer. 11:20 to 11:30 am Julius, Employee number **. Foreign accent and difficult to understand Explained the situation that I wanted to document 3 completed cases and wanted to talk with someone who could authorize the compressor to be delivered prior to the September 27 appointment to prevent delay of the, more than likely, repair needed. 11:30 - 12:14 Transferred to benefits administration, 800-376-0557 Mariah Employee # **.Verified with Mariah the separate case numbers and explained the problem.

Long call, she had to keep putting me on hold. She was as helpful as she could be. I was overly polite since I did not want to risk being hung up on. I asked for her number in case we got disconnected and she couldn’t give me one to reach her. I asked for the number she was transferring me to and the extension. She assured me that she would be on the phone to connect me to the right person. She said there was no extension number needed. Gave me this number **8 to the McClellan Repair Dept. The call disconnected and no transfer. 12:14 - 12:25 Called the above number after unsuccessful direct transfer of the call. Listened to a long menu of extensions referred to only by sets of numbers. Hung up not knowing what to do. Called back again and randomly selected extension 05 - this go me to Raquel This person was helpful, she was in Texas. She told me that she could do nothing to help. Honest at least.

This number was parts dispatch for technicians. I think she transferred me to Sonny. 12:25 – 12:33 Sonny Employee # ** Advised me to call the Direct repair department. He gave me two numbers ** or **. 12:33 - 12:55 Spoke to Jana, also foreign accent and difficult to understand, she said she was not permitted to give an Employee #. She kept putting me on hold. I asked for a call back number to her in case of disconnect or if she would call me back in that case of disconnect. She told me repeatedly that I could not call her back directly and they have no way to call out.

After several requests she did give me an extension to reach her ** at **. She checked to see if she could order the compressor for me. But learned that if she ordered it would not be covered under the warranty. She said she checked with the Repair parts department. The part can only be ordered by a technician. So, we continue to wait for September 27th and will most likely continue to have non-working refrigerator at that time. Total time 3 hours - no resolution of problem, additional 2 hours to collect and organize the information in this letter.

I'm not done, I suffered severe headaches during the repair process and the next day & I rarely get headaches. Of course the repair attempt failed epically. As of this writing, there are now 3 technicians from Sears here- they are baffled & suspect a leak in the cabinet of the refrigerator. This will require them cutting into the body (metal cabinet) of our refrigerator, in the middle of our kitchen.

Sears Master Protection Plan "benefits administrators" have refused to honor the "lemon clause" that would provide us with a replacement voucher (a new refrigerator). Here is why they are refusing: the technicians are rewarded via a point system and the number of repair calls they make; the Sears MPP benefits administrator will NOT declare an appliance under the lemon clause unless the Sears technicians approve it as a DOA unit & unable to repair. The Sears Tech manager is also penalized for not being able to repair.

These two departments are working in concert to block the lemon clause of the Sears Master Protection Plan. Sears will not haul the refrigerator away for repair, so my kitchen continues to serve as the repair shop where they are once again using soldering torches, Freon & other chemicals that are freely escaping into our home HVAC system. Not a healthy environment and totally unacceptable in one's home!

We have been without a refrigerator for more than 3 weeks with NO solution in sight. My humble advice - do not waste your money on the Master Protection Agreement where a refrigerator is concerned. Sears shows NO sympathy for the customer, simply they DO NOT CARE about the damage to your kitchen or your living environment.

In conclusion, their goal is to drag out the repair process, and delay delay delay, and destroy your health & home by using your kitchen as the repair shop. Their goal is to get the consumer to walk away from the Sears Master Protection Plan Agreement altogether. Why? They are being overwhelmed with these types of refrigerator failures - this is a Kenmore Elite, but LG guts. LG has been sued in several class action suits regarding the same issues we are having with our refrigerator. Sears is in financial trouble, they most likely cannot easily make any more claims under the insurance policy covering our Master Protection Plan Agreement.

At some point, we will seek legal assistance to help us through a proper resolution. Or we will cut bait and chalk it up as an expensive lesson. My 86 year old mother will be spending the winter with us in November, it will need to be resolved by then - Lastly, we will NEVER purchase another appliance or ANYTHING from Sears ever again. They have successfully damaged their reputation.

Ultimately I've been learning a ton about these appliances and have learned that Sears (as many companies these days) knowingly sell garbage products. Their technicians take 2-3 weeks to come out for repair, then have to order a part which takes almost a week to show, then you have to schedule an appointment, you guessed it 2 to 3 weeks out. That is almost 2 months with no refrigerator! Anyone who thinks a refrigerator is just a convenience hasn't lived without one unless they have snow outside where the rats can chew on your food. That said, we had to buy a used fridge in the garage until we get this issue hammered out. This service protection agreement for $655 a year was NOT worth it. I highly recommend you go elsewhere.

Last time was advised after 30 days from the date Sears was notified by their supplier that part was back ordered, then they would consider replacing the entire unit. Since my part is not even due to be in until after that 30 day period, I requested they replace the unit again. They again refused. This is Sears service, NOT customer service. I will never, ever, ever again purchase from Sears. And on 9-11, 30 days from the date they were notified of back order, I will be calling and expect satisfaction.

I had to raise hell and leave work early to force them to deliver the fridge. When they finally deliver they scratched several of my walls. And it has become obvious they delivered a show room (not new) or refurbished fridge as several pieces are missing in addition to the seal being warped which I told the representative on the phone after the delivery. Additionally, the driver had me sign to say the fridge was delivered on his phone and said that's all I had to do then he goes through the rest of the screens that I should have complete with his back to me. All I can see is him checking buttons about my supposed opinion of the delivery.

When I called to get my refund for the time frame and the damaged fridge they offered 45 dollars take it or leave it. There are pieces warped and missing and less than 20$ for the actual fridge (as the delivery time fee was about 25) is all they offered... I was given a terrible product that should have been brand new. I find this to be unacceptable.

I then immediately called Sears customer service and explained my problem and they transferred me to a technician. After explaining my situation to a technician, he stated that the delivery guy would have to come back and see if he did something wrong during install. If then it was determined that he did it correctly, then I would have to call GE and deal with them. I explained to the tech that the refrigerator has been in my house for LESS than 24 hours and I thought that was unacceptable and need to speak to a supervisor. At which point he hung up on me. Now I had to call customer service again and get a different operator and go through my entire story again, which now wasted at least 2 hours of my day. The 2nd customer service rep first offered to exchange the refrigerator which I was happy with but he couldn’t do it till 9/4/18.

I then explained that that was no good and can’t go almost a month without a functioning refrigerator and asked to speak to a supervisor. He refused to put a supervisor on the phone and that’s when I requested to cancel my order and request a full refund. He then told me he would process it, I would get a refund on my card in 7 to 10 days and the broken item would be picked up on 9/4/18. I then told him that I needed it removed earlier because I don’t have room for it when I go somewhere else to purchase a new refrigerator. I told him it would have to sit in the driveway when I get my new refrigerator till pick up. That is when he said it will be picked up tomorrow 8/24/18. I agreed and ended the phone call.

On the evening of 8/23/18 I received an automated call stating that it would be picked up on 8/24/18 between 9:15 and 11:15 am. So I took another day off work to be home for the pick-up from Sears. On 8/24/18 at 7:10 am I received a call from a lady stating that Sears was unable to pick-up the refrigerator today and she guaranteed they would be here on the morning of 8/25/18 between 9:15 and 11:15. So I took another day off to wait for the pickup. On 8/25/18 at 8:08 am and 8:25 am I received automated phone calls stating that Sears is unable to come and it will be rescheduled for a later date.

We checked the water worked. Within 3 hours the code was back up, and I was informed by Sears that the tech left so I had to start the process over. I got a hold of a manager who sent a tech out the next day. He scanned the refrigerator for temperature and said the board was defective and decided I needed a board for the ice and water part also, but still refused to look up the code and order the fan. Talked to online support who informed me I should have asked. He order the fan, but couldn’t do anything until a day had passed. Well now I am out of a refrigerator. Totally won’t cool and was told I just have to wait. This all started July 7. Best news is that the last tech hinted that I should be glad it was just the water and ice because he has had customers since January that don’t have a working refrigerator.

Called the "executive" customer service and they told me the only thing I could do is call the service department. So more money. Soon, we will have paid for a new refrigerator. The service dept EVERY TIME tries to sell you on their service warranty which just saves you a little bit on service calls but not parts so you continually are out money. I told the customer service person this was not acceptable and got the same response: call the service dept. At this point, it has become a scam to drain us of money. Sooo frustrated and angry. :-(

Then the ice maker went out, same deal, 7 days for a repairmen, order replacement, received by mail & we replaced ourselves. Now the compressor has gone out. Appointment in 7 days & will be waiting for new compressor to arrive. Lost all the food in the freezer & now living out of coolers. Then they try to sell you a 49.95/mos warranty. Sears you will never receive another dime of my money & I intend to write bad reviews everywhere possible so nobody else has this horrible, very expensive experience. I thought by spending over $2,000 purchasing the top of the line refrigerator was best for our family, I have certainly been proven wrong. Sears is not willing to stand behind what they sell & the foreign customer service operators could care less.

The issue is that the refrigerator is freezing some of its contents and the icemaker doesn't work. The tech informed that the reason frost built up on the freezer drawer guides was because the door wasn't being shut properly. Funny that we never noticed that. Within four hours of leaving, there was more frost on the guides and it was difficult to shut the door. I called service immediately and was told someone would call me back. No one ever did.

I called again this morning. I've got another service appointment scheduled for Sept 1... A holiday weekend! I get to wait at home all day for a tech who may or may not show up. I've spoken with four different people this morning - none of which spoke English. I've asked to speak to supervisors and haven't been able to. I've only been able to leave a message for a Consumer Advocate to return my call. I've spent the summer with a refrigerator that freezes food and no icemaker. I spent almost $2000 on this refrigerator and warranty with my local Sears store. It was the biggest mistake I could've made. I will never buy anything from Sears EVER.

I just now got a call from someone who barely speaks English and was told the part is backordered and they will call when it comes in. Folks, we are so frustrated we don't know what to do!! We have bought Sears appliances all our 46 years of our marriage but now I probably will never set foot in their stores again. Do we have any recourse? We need a refrigerator!!! We are tired of living out of ice chest.

Updated on 09/13/18: We bought this fridge 2 years ago. It worked fine until July 25, 2018 when it stopped cooling. Sears techs have been out here 4 times and haven't fixed it yet!!! They have put new computer board and new compressor with no fix yet. We feel like we're in the Twilight Zone!

Well the water and ice are back in the food and freshener bin making keeping veggies useless--along with many hang ups, rudeness and just before the contract was up had calls from Sears three times a day. I did call back. The young man was rude and when I attempted to question him he said he didn't have to put up with me and hung up. As for the other two washer and dryer- I gave up about correcting those issues. They did nothing- but the refrigerator which spoiled a lot of food over the five years was another thing. On two words sum up Sears home service flim-flam.

First off... Major appliances DO NOT apply to FINAL purchases which was what I found out from the store!! Second... I purchased a BRAND NEW refrigerator that was purchased at FULL price and came from the Warehouse, not an "As-Is" floor model or from the scratch and dent store!!! So after having the store back me up and send some emails to fight for me I spoke with Danna on 7/19/2018 at 2:01 PM, a manager from the Escalations Team... who informed me that Corporate "APPROVED" a check for the $245 to be sent to my home (verified address) in 7-10 business days! Well the check NEVER showed up!!! Surprise, Surprise!

I called and spoke with a Sophia, who tried to tell me that the Processing team is holding the check request bc they need to verify my address! They never called me, and I verified the address on 7/19 with the Escalations Manager the day prior which should be on a recorded line if I might add! So now the run around starts again! Called and spoke with a Jenny... on 8/2/2018 and was being told that the credit was being DENIED again. After telling her that I was done with the BS and the lies she then broke down to start explaining the TRUTH! That she does see that I was promised a CREDIT in the form of a CHECK on 7/19/2018 by Danna but the Processing Team just refuses to cut the check!!!

This is HORRIBLE!!! I paid FULL price for a damaged refrigerator that I settled on keeping for a credit that keeps getting promised to me then taken away... Missing Piece was sent to me with NO screws or anything to attach it! Side Note: I called the Store Manager to see if he could send an email again on my behalf to try and locate my refund check but HE absolutely refuses to help me any further... Stating that he has exhausted all resources for me and will not help me further. Even though he has the power to email people that I am not allowed to email... I am being DENIED my case notes and being left dangling with NO CUSTOMER SERVICE at all!!! NEVER AGAIN!!! I hope this Company Closes with items left on their shelves!!! HORRIBLE EXPERIENCE!!!

My concern is, after reading all the similar stories here (and most commonly breakdowns after 18 months!), I am thinking about not even having it repaired. If I have to wait 7 days for an appt., then if parts are needed, then another appt. to replace parts, and then crossing my fingers that this is the correct part, I will be without a fridge for at least 3 weeks. I will have to pay the $99 diagnostic fee and hopefully, the parts are covered by warranty, but if not, more expense. I have learned my lesson. Sears used to be a most trusted household name, but not anymore. I can see why they are going out of business. If a high-priced item like a refrigerator is only good for 18 months, this says a lot about the company. I am thinking I will just eat this loss and purchase another product from a reliable vendor.

A few months later in this month July same problem happened again and the technician said he needs to change the Board. I called the Protection Agreement for Replacement according to what it’s stated, that after the third time within twelve months period I have the right for replacement, but they refused. Adding to all this, every time I have to get off work taking hours of my vacation and emptying the freezer from food, which sometimes I lost food, then returning food back, all this plus wasting many many hours on the phone talking and waiting on hold, loosening health issues and they don’t care, that’s customer [NOT] care!!!

3rd visit, installed parts. Freezer still not working. 4th visit came out to see why still not working and never showed up. 5th visit the tech finally came out and inspected stuff. There was an another visit somewhere in here. On the 6th visit, the tech basically gave up (no tech was the same one across all visits). He told me I had to contact Whirlpool to have this services as it is a sealed system. Basically, I paid $340 for them to do nothing. It actually cost me a mini-fridge as it finally crashed and lost all the food in fridge portion, and I had to take a total of 2-3 days off work.

I contacted SHS requesting a full refund. They would not do it and would only give me back the parts and labor. This wasn't about the money, but about them accepting accountability for a very poor experience and lack of appropriate skills to do the job. The $89 "diagnostic fee" I feel should have been refunded along with the $240 parts and labor, as they generally displayed total incompetence with this job. They refused and I told them to keep all the money and use it to keep themselves out of bankruptcy which is inevitable at this point anyway.

This was my last Sears experience I will ever have in this lifetime (that is a fully accurate fact). Whirlpool sent out a local certified service provider within 2 days. Ordered the parts which arrived in 2 days, came out next business day and fixed. Ironically, the parts that were needed were the same parts that SHS ordered on the very first visit.

Sears to compound doesnt take accountability and I have to go back to the store and start over as if I had made a mistake. I went to Sears believing the brand would deliver on its promise but what I received was a comedy of errors and who knows how many days of take out or delivery food services for my family. Thank you Sears for making an almost 2k fridge purchase turn into a disaster and financial hassle for my family. I will use every social media outlet I know to voice my displeasure. Now I have to have my family with no fridge, eating take out and delivery for who knows how long. I also work in sales management in retail and come across new homeowners constantly. I will make sure to tell them to NOT USE Sears for their appliances.

I was shocked, confused, and furious as to why the product said available to pick up, so I decided to call the number. The lady I talked to said she didn't have the fridge and wouldn't have it until that date. I told her waiting that long was not an option, so she told me I could come in and see what they had there since they had a lot of them at the outlet. Knowing I didn't have much time to wait, I opted to make the 60-mile trip. They indeed had a lot of fridges, BUT, all of them were sold straight off the floor, and weren't even wrapped up. I found one similar to the one I ordered, however, it had a scratch on the door, and I wasn't crazy about buying something that wasn't wrapped up. The lady looked at the other stores in town and nothing I liked and could afford was in stock.

I decided I'd go look at Best Buy. I told the salesman about it and he said that's basically the way it was there in town. I found a nice Whirlpool for about the same price and I would be able to pick it up two days later. That's what I did and got it over here on the day I was supposed to and going that night. Then came the worst part, and what I'm still dealing with a month after I was done with fridges; canceling the Sears order.

Less than 24 hours after getting my fridge going, I called in to get the Sears order canceled and refunded. I have no clue what country this company has their customer service in, or what kind of comics they've got working, but it was an absolute nightmare. I was transferred several times to different departments, all obviously foreign reps, each wanting to know why I canceled? I simply didn't have the time to wait and had I known I wouldn't be able to get the product the same day as I was told by their website I would, I'd have never ordered it. And I found something else.

After dealing with the transferring around, I supposedly had gotten it canceled and I wouldn't be charged anything. I got an email basically saying the order was being canceled, but since it was a store order, they had limited access and I'd need to call the store, which I did. What I never received was an email regarding a refund, but I did receive some regarding my experience buying. July 12, I got a call from Sears saying my fridge was in, and I'd be able to pick it up. Things got even better the same day when my bank statement showed I'd been charged for the fridge I canceled.

Furious, I called in again and was met with the same transferring around. I told the foreign lady that order was supposed to have been canceled but they went ahead and proceeded to keep it open after it had supposedly been canceled last month? She had no answers for that, but "would open a case regarding my refund", as she put it and I'd need to check my emails regarding it. Two days later, I got an email saying they'd need to complete additional research before they could process my inquiry and I'd need to wait 72 more hours, whatever the ** that means.

I canceled the order three days after I placed it, and since the item wouldn't even be in stock until July, the idiots had plenty of time for it to cancel as well as getting my refund. Doesn't appear Sears is capable of doing that, but considering their customer service apparently runs outside the US, it might not be too surprising. I'd advise those that may be duped into thinking their appliances are in stock to make sure they are for certain before proceeding. Had I not been tricked by their website, I'd have never gotten mixed up with their mess of customer service.

I called Sears Home Warranty AGAIN to schedule a Sears third party service contractor, and the 3rd party contractor could not diagnose for several days. The delays, miscommunications, lack of communications, red tape, extremely poor customer service and misrepresentations at Sears Home Warranty were non-stop. I finally got my freezer fixed on June 18th, almost 3 weeks after my original phone call. This is a freezer that needed service. In the middle of summer.

Because the customer service was so incredibly awful at Sears Home Warranty, I spoke with a few Sears managers to request my $100 service fee back (that I paid to the service contractor). As a matter of customer service, I felt strongly that it was the LEAST that the Sears Home Warranty could do. Predictably, my request was denied by Sears Home Warranty managers. The fact of the matter is that my freezer would NEVER HAVE BEEN SERVICED if I had waited for people at the Sears Home Warranty to do their jobs. I spent HOURS on the phone trying to obtain status, find out when the part would be ordered and when it would arrive, and trying to force Sears Home Warranty to actually communicate with their own 3rd party contractors. It was an absolute nightmare.

To date, and this is July 12th, the information at Sears Home Warranty is still inaccurate, since two claims were mistakenly opened by Sears Home Warranty, and the details on the claims are not accurate. I would definitely not recommend Sears Home Warranty to anyone. Simply said, I would much prefer to pay an absurd price to a contractor I trust than to spend hours on the phone with pathetic personnel at Sears Home Warranty and also be forced to spend 3 weeks without a working freezer because Sears Home Warranty personnel could not do their jobs adequately!

Oh and by the way, you pay for a service call even though your appliance is under warranty. We are now rescheduled for next week. So will be without a working fridge for right at a month. If it wasn’t under warranty, I would buy a new fridge even though this was is relatively new. AND I DEFINITELY would not buy another appliance from Sears. They have also changed their warranty on the newer appliances. So before you buy, make sure you read the warranty. A FOOTNOTE: we have been in our home we built since 1996, the refrigerator we put in our house in 1996 is in our garage, still running and never had a repair.

May 24th comes and it is determined that there are 4 parts that need to be ordered. We were told that it would take no more than 3-5 business days to receive these parts and they would be delivered straight to us. June 5th the first package was delivered. A call was placed to see if all parts had been delivered and when we should set up for someone to come install the parts. Was told that 2 parts are still en route. Delivery date was stated to be June 11th so appointment was set for June 13th to have installation complete. June 11th came around and we only had 3 of 4 parts delivered. A phone call was placed and was told last part will be there on the 13th, so I requested an appointment for the 13th and was told there was no availability for that day.

A tentative date was scheduled for June 20th. I got on the website to request a schedule change and was able to get an appointment on the 14th which was then cancelled due to the technician calling out again. Was able to reschedule for the 18th of June between the hours of 2pm- 6pm. The technician showed up almost an hour late and was in the home until almost 9pm, with it being deemed unrepairable. A call from Sears came in June 19th that the appliance was deemed unrepairable and was awaiting authorization to replace item. Call placed on June 22nd to find out status of replacement fridge and was told I could either be sent a check for $1500 or Sears would order a new fridge of the same classification of the one that is currently in the home.

Looked up the fridge they would be ordering and decided it was a better deal to have them order the replacement as I could not get the same classification of fridge that was already in the home for the amount of the check. So on June 22nd was told new fridge has been ordered and will be delivered in 7-10 days. July 3rd a call was placed to check on status of delivery of new appliance. Was told appliance was not ordered until June 28th. After a 2 hour phone call and being transferred multiple times and trying to speak to a supervisor and being hung up on we finally were told that appliance would be delivered on July 6th.

July 6th phone call was placed to verify delivery and to let Sears know I had not heard from delivery company as of yet. After 4 hours on the phone and being transferred 22 times I finally was able to get information about the delivery of my fridge. The fridge was finally delivered on July 10th. The customer service that we received was beyond the worst I have ever encountered. I found out that most of Sears call centers are located out of the United States and those individuals are the least luckily to be willing to offer any type of help or information at all. When you would ask to speak to a supervisor I was told “there are no supervisors available,” or just get hung up on.

If it was not for A.J. who was located in Protection Sale out of California and Frankie out of Operations located out of Greenville, S.C. who knows when we would have gotten any information. After this experience I would encourage individuals not to get caught up in paying for the Sears Appliance Warranty. I have since cancelled my warranty with them and will take the risk and would much rather pay an individual or small company to handle my business from now on.

After speaking with call center rep. I was informed that parts would be shipped to my house and they would move repair to July 11. Parts received Saturday 7/7/18. Called 7/9/18 to confirm repair date of 7/11/18 and was informed that it was only a possibility that actual repair will now be on Tuesday 7/17/18. Initial call was on June 26/27. Is this an acceptable timeframe for a refrigerator/freezer repair? Try going without your refrigerator/freezer for fifteen days... How is that working for you? Not working well for me. How pathetic Sears business practices have become. Will never shop or support Sears again; certainly not worth the frustration. Eddie Lampert has run the company into the ground... Good job Eddie. Goodbye Sears! Time to close your doors.

The second time the technician did not come he stated that the work that needed to be done required two people and over an hour. Remind you he called me hours after my window to let me know that and was going to call the office to see what was going on then call me back but he never called me back or showed up. It was probably 8pm when it was all said and done.

The third appointment that I had scheduled was on a Saturday and was hard to get because I was told no one does warranty repairs on Saturday. I stressed to them and had to call several times that SEARS had already wasted my time making me take off of work during the week twice and finally I was able to get an appointment. The technician for this appointment did not come because the job required two people. After the second no show I made the scheduler aware that the job required two people and more than an hour and I was told that it was documented and that there shouldn't be a problem.

Finally I make another Saturday appointment which was June 30th and the two technicians show up to repair my refrigerator. When they leave the refrigerator is working the rest of Saturday and all day Sunday. This morning I go into my refrigerator and it is no longer working. It has been over a month and I have not had a working refrigerator. The only thing SEARS offered me was a mini refrigerator and $30. When I told the guy that I spoke with on the phone that I do not want a mini refrigerator he offered me $50 instead because another person I spoke with offered me $30. Working with this company has been extremely frustrating to say the least. There is no reason why a paying customer should have to go over a month without a working refrigerator. At this point SEARS needs to deliver a brand new fridge to my house. I am planning to discontinue my warranty with this company. They are horrible.

We call on June 15th to get someone to come back out, they said they'd send someone on June 26th, WHAT??? June 26th, oh heck no!!! That isn't good enough! So we call the repair people directly A&E Services and speak with a supervisor, after being on the phone for over an hour they get a guy out on June 18th. What does he say? Well, this compressor is bad also, well DUH!! So, he leaves, said he'd do his best to expedite the shipment on another one. So, here it is, June 28th (ONE MONTH LATER) and still NOOOOOOOO fridge! So we call to check on the part, it's on Backorder and they have no idea when it may be in. Are you freaking kidding me????

We've called Sears Executive Customer Service (Ed Lambert's office) to escalate a complaint on June 15th, we had to leave a message, no one has returned our call. Imagine that! We've called Sears, Kenmore and A&E Services and all calls seem to go to the same area, with people that can speak limited English. We're at our wit's end, we have a 4 yr. old in the house and it's been horrible without a refrigerator and seems no one cares to help. Their customer service has been a nightmare and the worst experience we've ever had. I would be interested if there is a class action lawsuit and who is representing us. Looks liked we are going to be forced to bite the bullet and just go buy a new fridge. You can bet it won't be a Kenmore and I will never ever buy anything from Sears again. Please feel free to pass the word on our experience!

The parts arrive, I call to let them know so they cannot say they didn’t know. Thursday I get a message that I’ve been rescheduled for the FOLLOWING Friday. No explanation. I called, I emailed, I argued and fussed. No results. I was made to wait three weeks and two days for my appliance to be repaired. I was inconvenienced personally, I was embarrassed as well, because I had out of town company and had an awkward time serving them without refrigerated items. The warranty is costly. I should have received timely service. I don’t think that’s too much to ask. Nobody has apologized. Nobody seems to think change is in order. If you treat your customers badly, you won’t have any.

Today is June 26th. I still have not gotten a repair yet. There have been many attempts and nothing. I and my husband have taken off half days at work at least 9 times to wait on repairmen. We have rearranged our schedules and there have been 2 times that a service person never showed. We in the meanwhile have had to purchase a new fridge. Every service person without fail said our situation was ridiculous and that the LG fridge was a piece of junk! We at this point don't know what to do. We need help in resolving this issue. Any suggestions?

Well my wife and I bought into the sales pitch and made the rather large purchase from **. Well after delivery on the 21st of July 2014 the problems started. First the ice maker stopped working correctly. We called. Got service and the ice maker was replaced, still not working 100 percent correctly. Then the refrigerator stopped cooling. The coldest the refrigerator would go was 50 degrees. Service once again and after several service calls finally it was fixed. Then the door alarm stopped working, and a strong plastic smell coming from the refrigerator. Several more service calls and visits and those problems were fixed.

Now the refrigerator will not cool again and the coldest the refrigerator will go is 46. Sears is coming back this Friday to replace the compressor in attempts to fix the refrigerator one again. I believe the, "100% Replacement Guarantee" of the, "Best Protection Coverage in the Industry" should have kicked in by now. It was obviously a overrated sales pitch to give us peace of mind. So far, 8 service calls/over 2 months without fridge.

So the tech finally came May 15 and agreed that the compressor was probably at fault. He ordered a new compressor, dryer, and condenser and scheduled us for a June 7 visit. The last of the parts only arrived on June 5. He came on Thursday, June 7, and replaced the compressor, dryer, and condenser. Afterwards, we watched the interior temperature of the freezer compartment, and by bedtime it was down to 3 degrees. Finally, it seemed to be working! But wait, not so fast.

The next morning the freezer was up to 15 degrees (should have been 0) and the refrigerator was at 44 degrees (should have been 37). The technician had told us it was possible there was a refrigerant leak, and we should call him and update him on his repairs. We did, and he said to go ahead and make a service appointment for him to come and figure out what was wrong. Well, as I said, the refrigerator went down on March 22. On Monday morning, June 11, we called Sears and begged them to let a repairman come asap because we had been so long without a refrigerator.

So I then got an email from Sears telling us that they set a service appointment for JULY 3. Unbelievable! Figure out how long it is from March 22 until July 3! More than three months. The company knows the repair history of this refrigerator, but they can’t schedule a repair to finally try to fix the refrigerator for almost another month? The tech told us that if it had a refrigerant leak, he had an idea where it might be and it would take him only one hour to fix it. I know that Sears has a shortage of service technicians, but they are apparently unable to squeeze in a single hour to fix this disaster of a Kenmore product. UPDATE: we left a complaint on the Kenmore FB page and got a call from someone at Kenmore. They agreed that it was ridiculous to have to wait another month and as of June 11, called and gave us a June 13 appointment. We were hopeful that the refrigerator would FINALLY be repaired.

Well, we got an unexpected call from the Sears technician on June 12 saying his work order was dated for June 13, but we were for some reason listed on his schedule for that day. So he came and replaced the evaporator in the main part of the refrigerator. Unfortunately, it was not fixed. In fact, it didn’t even get as cold as it did after the compressor and condenser were replaced.

So then, we got an email from Sears saying that we had a repair scheduled for June 13. We called to see whether it was a mistake, as the technician had just come on June 12, but they said we did have another appointment. So, on June 13, we were told the technician would come around noon. Around 3 pm we called Sears because no one had shown up. They checked, and then the technician called and said he had gotten hung up and wouldn’t be able to come until after 5 pm.

So, finally the technician arrives just before 6 pm on June 13. He reviews the notes from the previous service calls, and checks over the previous tech’s work and says it looks good. But then he says, “We have found that there is a 3-way valve penetration in the rear of the refrigerator that is often the problem.” He takes out a probe that can sniff Freon, sticks it up next to the piece of grey foam where the 3-way valve penetrates the cabinet, and the Freon sniffer starts beeping. He says “yep, that’s where the leak is, but it can’t be fixed.” He says to fix it, you’d need to cut out a big piece of the metal back of the refrigerator, and he’s not sure you could fix it even then, because there is lots of plastic and insulation in there, but it would make a big mess out of the refrigerator. His advice is to scrap the refrigerator and buy another one. So this Kenmore Elite refrigerator is truly an expensive lemon.

So we contacted Sears repair service again and asked them about the fact that the refrigerator can’t be repaired. She read the tech’s notes and said, “He didn’t say it couldn’t be repaired; he only advised you to buy a new unit.” “What? Isn’t it implied in what he wrote that it couldn’t be fixed?” She says no, that he actually needs to write down specifically that it cannot be fixed, so she schedules yet another service call for June 27 with “their most experienced technician” who will determine whether it truly cannot be fixed. Then we decide what to do. Our nightmare scenario sounds a lot like many others here, and I wrote this before reading all of these other awful stories about Sears and Kenmore.

If you want to see how many problems folks have with Sears and their refrigerators, have a look at these two sites: https://www.consumeraffairs.com/homeowners/sears_refrig.html, **. A word to the wise: do not buy a Kenmore or LG refrigerator. If something goes wrong, you will be months getting it fixed, if ever. Consumer Reports recommends these refrigerators, but I think their testing must be old because these are definitely “do not buy” appliances.

Updated on 07/06/2018: Bought a Kenmore Elite refrigerator on September 14, 2015. It quit working on March 22, 2018. We have had five service calls, and three chats with Sears Home Services. The last technician came on July 2, but he said he didn't know what else to try. When we ask for a solution, all they do is give us another service appointment for 3-4 weeks out. There is no one at Sears with the authority to say, "Get this fixed now. This is an embarrassment." The last time I had a chat with them they said they escalated our issue to the "highest level." I don't know what that means because nothing really happened. We want them to tell us that it can't be fixed, but they keep sending more technicians, who basically say they don't know what else to try. But they won't write in their notes that it cannot be fixed, and I think Sears has told them not to do that. It is a real runaround.

We have another service appointment for July 20 but I think we will have to just junk this refrigerator; we have no more patience with Sears, and they won't be able to fix it even on July 20, and when they can't, they will only give us another service appointment for August sometime. They are an awful company to deal with. I used to think they were a good company, but not anymore.

In 2 days, received 5 automated phone calls from Sears asking me to confirm receipt of the parts. I confirmed receipt of the parts 3 times. The fourth time, I called to complain that I was still getting automated calls. The customer service rep (from India) told me to just ignore them, as it was automated and there was nothing he could do. He confirmed my appointment. I checked the online system, which also confirmed my appointment. Fast forward to the day of my appointment. No one showed up. With 15 minutes left in my repair window, I called Sears. They said no one was scheduled to come because I did not confirm receipt of the parts. I had to reschedule, this time pushing out my appointment by a week!

Visit 2: A different tech installed parts. 1 month later, Ice machine iced up again. Ice cubes were now sticking together. Visit 3: Second tech returned, tried to get replacement refrigerator. He was informed by Samsung the clips were not installed and this was required before a replacement could be issued. Ordered clips. He said if I had the issue again, I would get a replacement refrigerator. Visit 4: First tech returned and installed clips. He said we didn't qualify for a replacement as the clips had not been installed. 1 WEEK later, ice machine is iced up again and ice cubes sticking together. Call to warranty claim said that only 2 "qualifying" repairs were made and so I did not qualify for a replacement.

Visit 5: Second tech returned. Informed by Samsung that clips were installed "incorrectly" - they should have been at a 90 degree angle and they were installed at 89 degrees. Clips are in the back of the refrigerator. He spent much of the time on the phone with his superiors asking questions about how to perform the repair. Also he did not have the proper tools to perform the repair and was asking to borrow my tools.

Also informed by Samsung that the filler tube was sticking out too far into the refrigerator (also in back)- it should be sticking out 1/16" max, and the "jagged edge" was causing the problem. It was manufactured this way, and I have no idea what that has to do with the outside seal icing up. Tech had to slide out refrigerator and pull the tube further out to correct the issue. He first tried to cut it with scissors he asked to borrow from me. The tech was shaking his head the whole time. You really can't make this up. It's clear they KNOW there is an issue and want to do as much as possible to avoid it costing them money.

Visit 6: Third tech arrived and stated that since the parts had not all been replaced at the same time, that was likely the reason the ice maker was still icing up. He ordered all of the same parts again and scheduled a follow up to replace them. I requested that he return as I was not confident in the work of the first two techs.

Visit 7: Third tech replaced all parts again. 6/12/18: Noticed refrigerator leaking again from ice maker. Inspected refrigerator and noticed the gap between the ice maker tray seal and the ice maker chassis was visibly larger than the previous 2 ice maker trays. Also noticed the date on the ice maker was 06/2016 and the date from the previous ice maker was 02/2018. There was once again ice forming around the seal. Called Sears warranty to initiate a replacement request. Was told I did not qualify for a replacement, as only 3 qualifying repairs had been made. In order to qualify, another visit had to be made where the tech performed a "repair order of a part".

I also asked her how the replacement process worked. She said we would get a "credit on our account" to purchase a new refrigerator comparable to the one we currently have. I asked her if I purchased a less expensive model what would happen to the balance. She said that would be our choice and that the remaining balance would "disappear" as it's not really cash. It has no value. One week later, I noticed ice forming around the ice maker seal again, and it was leaking.

Visit 8: Fourth tech arrived and inspected refrigerator. He said it all looked normal, although there was ice starting to form around the seal again and under the ice maker. It had melted by the time he arrived. In addition, the brand new ice tray has developed a "wobble", but he didn't seem concerned by this. As for the leaking, he said that it was normal for water to "drip" into the drip pan, that's what they make drip pans for.

We paid 2597.40 plus 499.99 for the extended warranty. For 8 visits at $350 a piece, Sears could have replaced my refrigerator with an upgrade (that's $2800). But they haven't. I have spent 32 hours on 8 visits with a 4 hour repair window, plus 1.5 because the tech arrived 1.5 hours late. Plus at least 5 hours on the phone or on chat with Sears home services. The Sears extended warranty is not worth it. Save your money and buy from someone else.

Since that day (nearly four weeks ago) my husband has called every single day to discuss replacement versus repair. Numerous times he has been cut off while on hold after explaining our whole situation; numerous times he has been assured a call back by a case manager within 24 hours and has never been called back. It is despicable the way this company manipulates customers and delays service all the while collecting the monthly warranty fee. A lawsuit should be filed - I'm sure there are plenty of victims like us who would be willing to spend time and effort to put Sears out of business if given the opportunity.

Monday came and their database did not save the new phone number so the service person was at my house, I was at work waiting for the call, they left. Tuesday came and I did receive a call and had my neighbor hold the repair person until I got there. The compressor was shot, needed a new one. Apparently, there is a class action suit against LG who makes Kenmore compressors. The service person said that of the 70 he has replaced since January 2018 all but 2 have been LGs. So the bad news is that when the replacement compressor comes it will be the same crappy compressor so buy the protection plan.

The service repair person scheduled installation for the following Wednesday and the parts would come directly to my house. As luck would have it the parts (2 boxes) arrived on the day of the installation so they cancelled the appointment. They then said that there were 3 parts, 3 boxes but I only had 2 boxes -- each time I called back to find out the status of the tracking box they said they did not have a tracking number. By chance I decided to call on June 6 to ask about the status of the parts and they said my installation was scheduled for the next day June 7 -- no call in advance, no text, no email was sent. Again I said, "What number will you call?" They said the new number.

It is now 18 days without a refrigerator and today they were scheduled to arrive between 8 a.m. and 12 noon. I called at 1 p.m. and they said a service tech is still in the area and they will call. I called again at 3 p.m. and they assured me that they worked late and would take care of me. At 5 minutes to 5 p.m. a person called to say that the system screwed up the phone number and service tech did not call me and could we re-schedule. I have never seen service, database, phone service for appointment confirmation to be so terrible in my life. When I asked to speak to a supervisor all they said they would do is send me an email to compensate me for loss time that might mean a $50 gift card or extension on the protection agreement. I will tell the world not to buy Sears products!

I am 66 years of age but I remember as a boy my mother talking about how she would only buy appliances from Sears because of their dependability and service. Boy have things changed. Your CEO should be ashamed of himself. I tried calling corporate when the phone is guarded by some lackey who does everything he can to get you off the phone as quickly as possible. Guess the corporate executives are too busy to hear how service can be improved. As a retiree who has lots of time to spare I plan to get on every social media site I can, every day, as often as I can, to warn consumers about buying from Sears. You can count on that.

Thanks so much Sears for not only not fixing the issue but now being wrong and costing me way too much money and even more frustration and anger! Also love when I ask to speak with anyone beyond supervisor and they have no one for me to speak with... Didn't realize that I had the pleasure of speaking with the Sears CEO / President!

Kept eye on temps throughout holiday weekend - no improvement. Today is May 29 - still high temperatures in refrigerator section and freezer. Can't put food in there at those temps. Contacted manager again, he said to call and make yet another service appointment. The appointment is now scheduled for May 31 from 8-5. Yet another day lost waiting on someone to come and it's my granddaughter's high school graduation late that afternoon. Almost 4 weeks now without refrigeration. And they were kind enough to offer me a free consultation for them to work on another area in my home. I think not. This refrigerator cost $2800 just barely 6 years ago and now it looks like I will have to shop for another refrigerator. Not Kenmore/LG. We can't go on like this without a refrigerator. (And they won't give me a loaner or a new one).

Original Review: May 24, 2018

Refrigerator (purchased 2/2012) stopped working night of May 3. Called Sears on May 4. Was told first appointment was 1 week away between 8 and 5. High pressure to buy warranty - told me it was probably the compressor which would be covered. I asked if my refrigerator was still under any kind of warranty - was told she couldn't tell me.

On May 11 technician came. He took back off of refrigerator and made call on his phone. Since it was on speaker phone I heard everything. He said he didn't know what to do. The other person said to vacuum it, plug it in and let it run a few days. The technician used no tool to diagnose if the compressor was out. In the meantime, he pulled the water line to the ice maker and made it leak. He said he couldn't fix that either and left. He also left the back off the refrigerator with it plugged in and the unit in the middle of the floor. Water was dripping continuously onto my floor.

I called the service center and was told someone would call me back in less than an hour about fixing the water leak. I called them back after 2.5 hours without a call. I was on the phone for 3.5 hours being shifted from one department to another. Basically I was told the leak was my problem. They even had a claims agent speak to me in order to cover the floor damage I was going to have??!!

We had to hire a plumber to come at 7 p.m. on a Friday night to fix the leak. We hired another repairman to come fix the refrigerator. He diagnosed the compressor was out and tried to buy one - Sears/LG would not let him since "it is still under partial warranty" (found owner's manual - compressor guaranteed 10 years). I visited a Sears appliance store and was shown an email they were sending, asking to order a compressor to be sent to us. Never came.

I started calling on Monday, May 14 to see when someone would be back to fix the refrigerator. I kept getting the run-a-round so I cancelled the warranty I had bought. I asked them to please order a compressor so when a technician came, he could fix the refrigerator. I was told that wasn't possible. Multiple phone calls over couple of days and finally was told someone would be here May 17, between 8 and 5.

On May 17, technician showed up, connected diagnostic tools and declared the compressor was gone. His manager came with him and said they would do everything they could to help me (2 weeks without refrigerator at this point). Told me they had to order parts (surprise!) and would take 2-4 days. Scheduled me for repair for May 29. When I protested, the manager (Shawn **) told me he would expedite a technician, that I would not have to wait until the 29th. Gave me his cell phone number and said call when parts arrived.

Parts arrived May 23 (came from Louisville KY, 90 miles away. I would have driven to pick them up if I had known but why didn't they?) and my husband called Shawn **. No answer, left message, no return call. This morning I tried to call Shawn **, no answer. I called the service repair center and was told I was scheduled for May 29 and had never been scheduled for an earlier date. No way to get anyone here sooner. So I will be 4 weeks without refrigeration.

I have been lied to and purposely ignored. We have a large empty box (refrigerator) sitting in the middle of the kitchen floor where the technician left it. We have been without a refrigerator for almost 3 weeks with no repair in sight. We have taken off work to sit here and wait. There has been no consideration for what we are going through. I have asked for a loaner refrigerator and was refused.

Today I asked the service center for a new refrigerator and was answered with total disdain of my request. I need to find someone with Sears who will take responsibility for this fiasco. Someone who can help me and not lie to me. I'm tired of living on peanut butter and eating out and asking for ice water to take home. I'm tired of being treated like an idiot. I'm tired of Sears after being a customer for over 40 years and a houseful of Kenmore appliances. No wonder they are circling the drain. My advice - never buy a home warranty from Sears. They can't come fix anything anyway.

In January we realize that we had not received the refund and we call Sears on Jan. 3, 2018 to request our refund. Have called Sears at least 15 times and get nothing but a runaround. They assign a case No: ** but that did not seem to help. It is now mid January 2018 and still have no refund from Sears. I am still trying and considering Small Claims Court, contacting our state's attorney general’s office and Consumers Fraud Dept. Jan. 14, 2018 I send this message to Sears on their Facebook page. They respond with message promising to help. April 29, 2018 Update: It is now April 29, 2018 and still no explanation or refund on the returned circuit board.

I can only assume the 90-day warrantied repair would use the same delicate compressor, so I would be back in the refrigerator market in a couple of years. Also, attempting to reach resolution with Sears & LG customer services was an exercise in frustration. They employ call centers that are overseas and one gets transferred endlessly without reaching a decision maker. It is obvious why the once vaunted Sears is in a death spiral. Never again shall I shop at Sears!

Next Kenmore Purchase(s) Will Be Made @ Cynthia Store #1275

Thanks Consumer Affairs, Appears This Ticket Is Still Waiting On a Sears Company Response.

Original Review: April 5, 2018

Purchased 03-01-2018 Kenmore washer & stainless steel fridge over $3k. 1st delivery/installation, new washer left outside backyard, new fridge in driveway, old fridge on their truck. Delivery supervisor kept calling them. They have only 15 mins to install, she told delivery guys, "Drop everything, leave now or fired." Got my old fridge off truck. They took old Kenmore HD washer. They left, no rescheduled date set. Called 847-286-2500. Explain all, new date set needed a fridge, my wife 70+ pacemaker/defibrillator, insulin dependent, insulin needs refrigerator. Put doors back on old Kenmore fridge, still has cooling problems intermediate, better than nothing.

At this point my wife is beyond upset, starts crying, no washer. They took old one, no usable fridge until doors put on. At this point I am waiting for a ambulance to show for my wife, has a Medtronic $10k heart monitor connected to Emory hospital 24-7 monitoring, got my wife under control, before Medtronic level was exceeded. Approx 7 days later install guys arrived. They were allowed 10 mins only to plug in fridge & ice line. New fridge still in garage unpacked, extensive damage. They were misinformed. Fridge showed already installed. 4-7 days later fridge #2 damaged discovered before delivery at store, 12-14 days later fridge #3 delivered damaged extensive damage, left voice msg w/ Sears CEO Eddie Lampert team w/ cs #, to date no response.

7 days later frig #4 undamaged, install foreman rude on phone. When arrived did not want to install fridge, claims he would have to force fridge into kitchen doorway. Would damage doorway/fridge, kitchen door 30.0" wide, fridge w/ doors removed 29-1/4" wide. Spoke to his boss, stated his claim(s) were incorrect, have clearance, no forcing involved. I called corp 800 479-6351. Gave cs #. All 5 people present could not understand women, explained I retired Vietnam vet, hearing problem with some, requested someone else w/ more favorable English, requested to speak w/ supervisor, put on hold. Install guy stated would bring fridge into living room only. Porch-living room door 32.0" wide.

Install guy was talking to his boss, informed him I have a corporate case #**, delivery guy stated he had his people on his phone. Never took cs #. We agreed another install team would be re-scheduled, never informed me about corp ruling, doors will not be removed during installs (see below). Corp had me on hold aprox 10 mins. Call disconnected. They left home. Discovered never received a re-scheduled date/time. Talk w/ wife & son called 800 479-6351 ref cs # requesting re-schedule info. I was now informed, corp ruling, has been in play way prior to purchase of fridge, doors will not be removed for installs, too many internal claim damages prompted this. They are canceling re-schedule install, changing to pick-up fridge #4, stated to purchase another Kenmore fridge that can be installed w/o doors removal.

Explained during purchase, installation was a concern, had tape measure & measurements, sales rep stated normal install to remove doors. Ok. Purchase made, also explained previous sent install crews had no problem removing doors/normal, but damaged fridges prevented install(s). She stated, "Sorry for any inconvience," I replied, "Inconvience is not the correct word to be using." At this point of discovery, failure of Sears corp communicate internally is not my problem, misleading the consumer prior/during purchase is & is illegal & most likely a violation of Sears charter to conduct & transact business in the state of Georgia govern by Georgia State Attorney General's Office under the Consumer Protection Act.

Left another voice mail to Eddie Lampert team. "Please call. Something is terribly wrong," brief explanation can only brief/short record. Tried reaching out to Leena **, senior vice president (customer experience & integrated retail) at 847-286-2500. Left voice msg & cs # 11:45am edt today. Tried to explain quickly they change re-schedule install to pick-up. "Please call me," no response yet 2:15pm 04-05-2018. Re-visited Leena ** 2:34pm. Left msg w/ cs#.

As you can gather, nightmare since day 1 still unresolved. I know 1st hand, the success of any organization is based upon its leadership (currently Eddie Lampert) bring this error to his attention is vital to their success, when a corp system fails to function from the bottom-up (as most do) then I still have faith it works from the top down. My wife being a Sears/Kenmore customer for 45-50yrs we never late/missed a payment. Being a retired USA veteran, I have never experienced or treated this way, (that's including the Marine Corp). Let alone what my wife was subjected & still being exposed to has affected her normal life.

and love & respect for American veterans. Will update if situation changes.

After fighting with customer service and rescheduled appointment after appointment after appointment...you get the point, the technician finally completed the repair in October 2016. Well the freezer is out yet again and after placing a call on Sunday evening April 1, 2018 a service call was scheduled for Tuesday April 3rd only to be canceled and rescheduled for April 4th only to be canceled yet again and rescheduled for April 9th. Here we go again, it sure feels like Groundhog Day.

I swear to you as of today April 4, 2018 I will never ever spend another penny with Sears or step foot in one of their stores. And they want to know why their business is failing, let me tell you why...it's the poor customer service (outsourced calls where the CSRs can not speak English) and technicians who do such shoddy work if they do show up for a service appointment. Don't waste your money on appliances at Sears because their appliances are not worth the cost or the headache trying to get serviced. Also, don't try calling Corporate Headquarters, I tried that one as well only to be placed on hold by a CSR named Steve while he tried to find me a supervisor to speak with after holding for well over 15 minutes only to be hung up on. What a sad, sad company. Years ago Sears had an excellent reputation and sold good quality products but no more.

The repairman also said it sounded like we should get a new fridge, but he couldn’t authorize that. We called to ask, and, even though our brand new refrigerator has never worked properly, we were told we couldn’t return or exchange it because it’s beyond the 30-day return period. Today, Sears just cancelled the 4/3 appointment because the door will not be ready. Although they have scheduled another repair appointment for 4/13, we were told it wouldn’t be ready before 4/27. We will need to re-schedule the 4/13 appointment when that date arrives, which seems like an inefficient way to operate a business. When pressed, we were offered $100 to use in a Sears store. We paid $2,000 for the fridge.

We have taken days off from work for all the repair work (and phone calls to Sears), and still need to take more. By the time we get a working unit, we’ll have spent more in taking time off from work than we paid for the product to begin with. I’m not sure why Sears won’t just be done with it themselves and provide a new unit. I would NOT recommend purchasing any products from Sears. This is the worst customer service ever. Is Sears really trying to make sure their customers are completely dissatisfied?

Updated on 04/16/2018: After filing a complaint with the Better Business Bureau, Sears responded on 4/8 and agreed to replace the defective unit with a brand new one. The new unit was scheduled for delivery on 4/16, the earliest date they could schedule. The replacement door for the defective unit arrived on 4/11, delivered in a big box to the middle of our driveway. Obviously, they did not cancel that delivery, or the scheduled repair. We cancelled the repair scheduled for 4/13 since a new unit was coming on 4/16. On 4/15, we received a call with the two hour delivery window, 4/16 between 10:15am-12:15pm. At 9:30am on 4/16, we received a call from the delivery truck saying that they would arrive at our house within 45 minutes, so we emptied the refrigerator.

An hour later, we received a call that they could not make the delivery due to Boston Marathon road closures. We do not live on the race route, and all the streets around us are accessible from major highways, so we were unsure why they could not make the delivery. They rescheduled delivery for 4/18, requiring us to take another day (the 4th) off from work to deal with this mess. We re-loaded the refrigerator. At 12:33pm, we received another call saying the delivery could be done on 4/16, and would someone be home. We said yes, and they said they would call back within an hour to confirm.

After waiting over an hour, we called and were told the delivery was not happening on 4/16, but still scheduled for 4/18, and they had no record of the 12:33pm call to us saying the delivery was still on for 4/16. We still have a unit purchased brand new that doesn’t work properly, no replacement unit, and many replacement parts. At this point, Sears should provide a brand new unit that works AND provide a full refund for all the hassle and time off from work, which has added up to more than the cost of the unit to begin with.

There is no sense of urgency from Sears to come in at a timely basis and the parts do not ever get sent overnight or express. They usually take 7 to 10 days to arrive. In the meantime my daughter has not had a working refrigerator now for over six weeks this last event. In the last two and a half years the refrigerator hasn't worked consistently for more than two months without something happening. We have requested a NEW replacement be issued to us for this LEMON of a unit and so far SEARS has refused to do it. We are still trying and we call every day and of course get someone in the Philippines to answer and give us the same tired answer of "Don't worry we will take care of you soon". Soon to them is weeks ahead without any sense of urgency. This company which used to be a symbol of Customer Service has gone to hell in a handbasket. Shameful!!!

It took 3 weeks for anyone to get to our place to just look at the problem. We then waited for 8 weeks for the parts to show up. Meanwhile we had to unplug the fridge as it was making so much noise, and was so warm we were afraid it might start a fire. We moved everything that was still good into our old beer fridge in the garage and have been living out of that. Thank goodness we had it. Well, finally they were able to come and fix the problem after almost 3 months of waiting. The repairmen that came were great, but something one of them said as they were working haunted me and with good reason. He said he hoped the new parts were good. They put in the new compressor, cleaned up and left. Everything looked good, fridge was running. We went about our business and came back about 2 hours later to a warm fridge that was no longer working. It hadn't worked long enough for the fridge to even cool down!!

So I called again!! That is another long frustrating experience. I won't even go into other than to say good luck at getting a live English speaking person who gives a rat's ** and is not a know it all that knows nothing. We finally realized that the intestinal issues and the higher electrical bills we had been seeing were from the refrigerator not working properly almost from the very beginning. That and we paid $320, and waited 3 months without a refrigerator with nothing to show for it, once we did realize we had a problem. I will never buy anything from Sears again. I have had it. I have never been happy with Sears repair service but bought the appliances because they were of good quality. Now the quality is also crap. I am getting a new fridge from someone that carries quality products with good service.

The next day I received a call from the repairman at about 1 pm saying he would be to my house soon. I explained that the CSR had made the appointment for 6 pm. He said that yes, they do that, but it’s not true. The repairmen work 8 am to 5 pm, Monday through Friday. I explained I couldn’t take time off work. He said he would do his best to do it late and would call back if it would be a problem. I didn’t receive a call so was assuming he would be here at 6 pm but when I got home there was a note on my door saying he was here a bit before 5 pm and since I wasn’t he’d canceled the appointment and I needed to make a new one. That is when I learned that the customer service department with the Sears Home Warranty department hang up on you if you say there is a problem. As soon as I would start to explain, the CSR would simply hang up.

I finally got a new appointment, for in a couple of weeks. Which meant that I lost the hundreds of dollars’ worth of food that was in my freezer. It would have been okay for the day, but not for weeks. When the service day finally showed up, a young kid arrived. He was here for about an hour and I could hear him talking on the phone. He obviously had no clue about refrigerators as I could hear him in the kitchen on his phone telling whoever he was talking to descriptive information instead of using terms. Such as “there’s a round thing about 3” long”. After a while he came to me and said he didn’t know what was wrong with it so he was going to go ahead and leave. I was astounded. I had to argue with him to even make another appointment for someone else to come out. He was just going to leave!

When the next (3rd) appointment arrived, I left work early to be at home for the repair person. When almost home I received a phone call. They had assigned the appointment to the same kid. He was calling to tell me that he wasn’t going to show up. I explained that didn’t work for me and that I’d taken time off work to meet with the repairman. After much discussion, he said he had already canceled the appointment in the system and there was nothing I could do about that but that he had rescheduled it for an emergency appointment the following day (Saturday). I said I was told that they don’t work Saturdays and he explained that they do for emergencies and that it was already in the system. "Make sure to be home from10 am to 2 pm." I stayed home all Saturday and nobody showed up.

I called the main number again and was given a 5th appointment, in another couple of weeks. I again had to take time off work. A man showed up and after spending about 3 minutes looking at the refrigerator, without taking even one part off, said it was the fan assembly and he’d ordered the part and made me a 6th appointment. The 6th appointment was on March 6, 2018. The repairman was supposed to call an hour ahead to minimize my time off work. He did call. At 2:29 pm. He left me a message saying he would be there between 2:30 and 3 pm. I left work and hurried home, calling the main number to let them know he hadn’t given an hour and that I was on my way.

I was reassured numerous times (between getting hung up on over and over again) that the appointment was still good and the repairman still had a couple of other stops to make. I arrived home to find a note on the door saying that he had been here at 2:32 pm and since I wasn’t here, he’d left. I called the corporate office and after again getting hung up on numerous times, finally got someone to call back. They agreed to send someone else out and a man finally arrived to install the part. He soon made it clear he didn’t think that was what was wrong with it, but since he was told to install the part, he would install the part. He did so, but told me not to put any food in the freezer and that if it was still warm the next morning, call to make another appointment.

In the morning it was still at 60 degrees instead of 0 degrees. I had received a text message asking how they were doing taking care of my concern and, of course, I gave them a horrible score. Someone called, I explained the situation to her. She said not to worry, she would take care of it. She called me back and said the repairman would be coming back out today. I told her that I couldn’t tell my supervisor that I was leaving early AGAIN! She said I could either do that or have an appointment on the 13th and still have to take time off that day. I told her that I would do it today, but they needed to call an hour ahead. She agreed and they did.

When the repairman got here he checked the freezer and said that it was the compressor (yes, the one that I’d originally told them it was!). He then went on to explain that Sears only covers up to $500 for a repair so he wanted a couple hundred dollars from me to cover the balance. I explained to him that when I’d purchased the policy I was told that all parts and labor were covered without a limit and that they would even replace the entire refrigerator if needed. It didn’t matter what I was told. They don’t cover more than $500 and they don’t replace products that cost more than that. He was talking to the department that takes the payments on the phone and I could hear the man say “ya, they tell customers that to get them to sign up, but it’s not true. If she doesn’t like it she can just cancel the policy and pay for it herself”.

I paid for a service. It has not been provided. Instead all I’ve received is 6 times of having to take time off work and 1 Saturday sitting at home waiting for a repairman that didn’t bother to show up. My phone automatically records calls. I saved the ones of the original purchase with the CSR stating that they would cover all repairs on the freezer as well as that I would not have to take time off work. I also have numerous calls of setting up appointments that repairmen didn’t show up, etc. Their website states that they will replace an item if they can’t repair it.

To encourage purchase of their warranty, the website lists many appliances along with their costs, saying they can “help keep this money in your pocket”. It says nothing about them only paying $500 of the repair or replacement costs. I received a call from their escalations team today after submitting a complaint to their corporate office. It was not to reassure me that they would stand by their word, but instead, to explain to me that even though I'd been told one thing, Sears does it a different way. When I told her I wanted to know how they were going to fix this, she said she had just explained to me how it works but since I didn't want to listen to that (the requirement for me to pay the extra) there was nothing she could do for me.

I did finally find out that this is not even run by Sears, but by a company named Cross Country Home Warranty. I guess Sears outsources to them? Or is the parent company? Unsure. I do know they offer warranties under both names, Cross Country and Sears. I have begun the process of a class action lawsuit. If you would like to be included, please contact me at **.

So I called customer service and agent Faruk is stating, “If we send a tech out there will be a fee.” I asked to be transferred to supervisor and he of course hung up on me. I called back and got agent Mel. She tells me if I need an instruction book to install the handles myself... I asked her, “Are you insane?” She replied, “No. Why?” I asked her, “Have you purchased a fridge.” She responded, “Yes.” I asked her, “Did it come with handles?” She responded yes. Ok so why does my fridge not have handles. She responded, “I can send you instructions or send a tech and the earliest tech is Mar 15, 2018.” I asked to speak to supervisor Marina. She was going to put in a service request and would contact me within 72 hours. Then she has the nerve to tell me she is going to send me a survey to complete on how well she handled my complaint. I asked, “Please don't send it. Are you insane too.”

So, 48 hours later I had heard nothing. I called back to follow up and despite offering proof that both payments cleared the company still refused to refund one of the dual payments. I asked about canceling the repair altogether, because of what had transpired and they said I could but they would only refund one in the dual payments and then charge me an additional $155 for not following through with the repair! I contacted my bank manager as this unauthorized payment placed my account in an overdraft position. In addition to having negative funds, I was also charged $105 worth of overdraft fees for which Sears Roebuck also refuses to reimburse me for. So right now, all in, I am out $1067.78 with no repair work done! I have contacted my branch manager and the bank is disputing the unauthorized charge. I am so disappointed with this company. No compassion and no sense of customer service!

So we continue to pay with a broken ice maker. I've tried contacting Sears Home Warranty so many times I'm wanting to take this thing further. Oh by the way, on one of the service calls, day after repair? Opened the freezer and water poured out. Warping my wood floor. And that was 2 of us busting but as fast as possible. I'm stupid, I didn't file a complaint right away due to illness. Now... One more time to Sears. If nothing happens I will take this further.

I was told on three separate occasions by three different Sears people that the "research process" was a two stage process. The first research stage is a 24 hour search. If that doesn't work it goes to an advanced 48 hour research phase. If the part can't be found, they would replace the refrigerator. (Their Protection Plan boldly shows icons for WORRY-FREE COVERAGE, REPLACEMENT GUARANTEE, and NO LEMON GUARANTEE.) Not in my case! When I followed up on 02/02/18 I was told by a supervisor that the 24/48 hour process was not true and that the 'research process' can take WEEKS! In the meantime the noise level of the failing motor is off the charts. It is unbearable. It won't last much longer.

I have a Sears Elite refrigerator that was made using some foreign parts (not built to the specifications of the parts schematic for this refrigerator) with no markings, that "Sears Research" is trying to find with a photograph. YOU CANNOT TRUST THAT YOUR REFRIGERATOR WAS BUILD ACCORDING TO THE SPECIFICATIONS PROVIDED BY SEARS.

All I get from Sears is excuses about how they have to follow a process. This is NOT a part failure, it is a MANUFACTURING FAILURE. And, they are making it my problem. Any other reputable business would quickly replace a product that was MANUFACTURED WRONG. Think about this: They didn't even know it. What does that tell you about their quality control process. From my perspective I was misled about this product. It was not built according to the part specifications shown in the schematic. I wonder how many other parts are wrong. If I could give this rating less than one star, I would.

The tech came back out on January 17, 2018 and installed the new compressor. (By the way, when he opened the box that was delivered by UPS, the compressor was damaged; not usable). The tech said that he thought he had the same compressor on his truck and went to check. He did have the same compressor with him and installed it. The refrigerator started working (cooling and freezing) that day. On January 26, 2018, I went to get something out of the freezer and it was obvious something was wrong again. Everything was melting!!! This is so ridiculous!!! How can an appliance that is less than four years old stop working? It is apparent, with all the research that I have done on this appliance, that there is an issue with the compressors. What is Sears going to do to make this issue right? I feel that they are putting the same compressor in these machines and hoping for a different outcome. There has to be a fix! Please help!!!

I did get a new model, a KitchenAid, and this model stopped cooling within about three months. The KitchenAid contracted service company and Sears service dept both came out for the repair and the unit worked for about a week or two, then failed again. In the meantime, it takes at least a week for them to come back out for repair once parts are ordered so I am without a refrigerator again. At this point, I would strongly caution anyone against buying any appliances from Sears. In the past, we bought most of our appliances from Sears, but never again.

The repairman ordered a new ice maker and installed it on 9/6. Soon after he left, the ice maker started to leak. I had to put containers in the refrigerator to catch water and these had to be emptied at least twice a day to keep water from overflowing onto the floor. The repairman returned a week later and ordered a new valve for the water maker. Ten days later the part came and was installed. Soon after he left, the leaking recommenced. We turned off the water. A week later the repairman returned and ordered an additional valve and a new fan. Ten days later he installed the parts.

After he left, the icemaker still didn’t work and also the freezer compartment wasn’t freezing completely. This time he ordered a new thermostat. After the part came in, he installed it. Within two hours the water stopped working and the refrigerator compartment became so cold, it froze most everything in it. When the repairman returned on 10/31/2017, he said he had to turn the maintenance over to the Home Warranty repair people. The new repairman arrived on 11/2 and ordered two parts. He said the temperature in the fridge was 25 degrees. He was scheduled to return a couple weeks later. The parts didn’t arrive, so he was rescheduled 11/24.

The day before, I was told the service needed to be rescheduled for 12/22 because the part was on back order. The day before I was called and the caller asked me if the part had arrived. It hadn’t, so I asked the caller to figure out why. She looked it up and said the order had been canceled because the part had been back ordered for so long. She would call back with the next step. She called later and told me a part had been found locally and would be installed on 12/30. Today is 12/30 and I was called by the Home Warranty repair people to say I should call and reschedule the appointment because the repairman was ill.

So, I called to have my ice maker repaired in August of this year and four months later not only does the ice maker not work but the repair services messed up my refrigerator such that the content freezes solid. No more produce, eggs break when frozen, etc, etc. I paid over $700 for this aggravation! Every time an appointment is scheduled, I say to myself, "This time it is going to be fixed." How long do I have to continue to live with a half working appliance?

Numerous conversations with customer service to probably everyone who works there including Reese, a supervisor, Elijah, Rick, Demi... Calls to the store manager, also, who was shocked that the service was so poor. One thing in their favor: they answer the phone quite quickly and we weren't kept on hold too long. Delivery was re-scheduled for the Wednesday that week. I received more texts regarding the upcoming delivery and was feeling very unsure that it would actually happen. None of the links in the texts to track your order work, by the way, completely useless. I also received numerous calls to "call regarding the delivery." I called - for the umpteenth time - and was informed, after another 25 minutes on the phone, that the only delivery we would be getting on Wednesday was for a water hose. No fridge, just the $10 water hose!!! Wow.

By this point I was about to cancel the order and shop elsewhere. After more calls, more attempts to speak to a supervisor, more explaining, and telling them I was about to cancel the order, Reese (supervisor) gave me a discount of 10% for the aggravation. The fridge was finally delivered on the Thursday, a third day taken off work, and seems to be working ok. Delivery people this time were nice enough. I hope to god that if/when we need the servicing we paid $700 for (5 year guarantee) that we don't have to go through this every time... Sears: I will never, ever, shop with you again or order anything from you. It's not worth the aggravation, stress, and time and money lost to shop with you. This paragraph doesn't even do justice to the hassle, stress and disruption your horrible service caused us. I trusted your service because, years ago, it was good but never again.