Sears

During the second visit, he again talked to his Stack member. Again, the Stack member came up with the same 3 code problems. During the 2-1/2 hours he was here, he spoke to the Stack member with his speaker on. The stack member tried to convince the technician to tell me I don't know how to use the washer. As soon as he left, I tried the washer, and as expected, NOTHING was done. I immediately called Sears Master Plan and asked what was going on and I want someone here the next day to fix the washer. "NOT POSSIBLE" I WAS TOLD. I made a 3rd appointment and the service technician was a "NO SHOW". By this time I was ready to hire an attorney.

But, I called a fourth time, and spoke to the Sears Master Plan member. They said that they would send the technician back. I said that that was not acceptable. I told the member I wanted another technician. No problem. Two days later, a FACTORY Technician arrived and in 20 minutes, had the problem diagnosed and with the above 3 codes, the washer also had a bad transmission. He ordered the parts. All $647.46 worth. (I only paid $495.00). BUT, the parts are on back order. No date of availability of parts was known.

Meanwhile, Sears service sent me a notice that they had set up another service date. I called and asked why. The person at the other end, (OFFSHORE PERSON) had no idea why I was assigned another appointment. Then this person suggested that I wait until the day before the scheduled appointment to see if the parts were in stock. It's apparent that Sears has the worst customer service in the country. No wonder why Sears is going out of business.

I called back, waited in the queue for 46 minutes until I received another person. I told my story all over again, because there were zero notes in the system that showed I had just called. They put me on hold and set up a scheduled time and gave me the phone number of the outside vendor that will be servicing my washing machine, so I could get the window that they will be arriving the following week.

I called the night before arrival and the outside vendor never received the work request from Sears Home Warranty. Now it is Memorial Day Week and cannot get another person out here until May 30th. I take the first appointment they give me, with a different appliance vendor, surprisingly enough a Sears appliance repair team member. After being on hold and requesting that the superior customer service team from Sears Home Warranty conference calls in the repair vendor to confirm that they received the request from SHW to actually show up, I finalized the call; 1 hour & 46 minutes later. The Sears repair guy shows up, I pay my $75 deductible (Centerpoint Appliance Warranty charges $0 deductible), and he accesses that two parts need to be replaced.

One part was shipped two weeks later and the other part never showed up. I received no phone call from either vendors. I called SHW and asked them to conference call the repair dept. to get me back on the calendar to finish the job. Sears repair stated that the part was showing out of stock and that I would need to call the parts dept., I was transferred to the parts dept. and they said that the part is out of stock, "ok"? I said not okay. What am I suppose to do in the meantime. It is going on three weeks without a washing machine and three weeks without the confidence that this will be resolved.

I was told from Sears parts and Sears Home Warranty that I will be contacted with an update. I was never called or emailed with an update. I called back the following week and the part is still out of stock. We are now going on four weeks. I received no communication from either Sears entity with an update. I called back through their awful decision tree, being that their online chat service, directs you to call them.

I finally got through after 26 min. to a live person, I asked for a supervisor or manager. I was hung up on again during the transfer, so I called back again. I was transferred to someone that knew a bit more than how to answer the phone, and told her my story all over again. I asked her to conference call the parts dept. Crystal was her name, she conferenced the parts dept. The part is still out of stock from Whirlpool. I told her that I have now been waiting for five weeks and I would like to pursue another option. She said that she would submit a request for another dept. to authorize a replacement washing machine. I would receive communication on the authorization acceptance or another option if denied. I never received any communication again, even though I confirmed my phone number(s) and email address with them the last five times I called in.

At this point, I have begun to call in every other day. I am on hold for over an hour each time, transferred to at least three people, because the first two layers have no authority to do anything other than take inaccurate notes or hang up on me, and still no resolution. I am going on 51 days without a washing machine, without resolution. But, Sears Home Warranty has no problem taking my monthly fee from me during this period. Calling again, they stated that they found a replacement washing machine that will fit my stackable dryer. I said that I don't believe it and I want confirmation from Sears appliance that this is accurate information and I will hold until they receive this information.

Holding for over 30 minutes, she comes back with a NO, it won't work. While I am on hold, research this replacement option online and the model number is out of stock online and unavailable to be shipped from the lower 48 states. But somehow this was the option that they were attempting to provide me. A washing machine that is out of stock. I then asked for the reimbursement option, which was $500. You cannot find a stackable washing machine of any brand for $500. Let alone, a washing machine and now dryer, because I need to replace both being that nothing is compatible. Sears Home Warranty will not replace both, nor will they give me a refund of my home service payments of $1,440 for a service that they are unable to provide.

They will also not reimburse me for the hours that I have been on the phone nor will they reimburse me for the $140 I paid to a laundromat during this time. All the while, still pulling out $60 a month from my account. I now have been calling them every day and get the same promise that a Supervisor will call me back in 48 hours. For the last two days, as soon as 48 hours hits, I call them to advise them that they did not call me. I asked them, how many calls does a customer need to make before an issue is escalated? One person told me that more than two and it will be escalated. I asked her to look at my file and count how many times I have called in... She (Faye) said, "Oh my..."

I just got off the phone with a supervisor that I called in and said that I will wait on hold until one is available. I finally was placed with a gal, and she said the credit of $500 is non-negotiable. I told her that I would like to give a verbal yes, I will take the credit and she said that she will need to speak with my husband because he is the one on the account, even though I have called in more than 20 times in the last 50 days regarding this issue.

I asked her to please hold while I conference my husband in on this call. She said that she can only hold for two minutes. I told her that I have been on hold for hours over the last 50+ days. She said that she will drop the call after two minutes. Wow!!! I am now waiting for Customer Service Case Escalation team Manager of Supervisors to call me back. I WILL NEVER BUY ANYTHING from SEARS, K-MART, or any other entity from this day forward. I understand why they are in financial ruin. To be continued. I'll let you know what they say on Monday when I call them back.

"I need immediate resolution with this issue. I have already filed a complaint with the Better Business Bureau. I will next go to your Corporate Offices, Consumer Affairs, JD Powers, all social media outlets I can find and any other media outlet available to report extremely poor service on Sears part. I am not normally a complainer but this is something no one should have to deal with. I am out of town, but I suggest reviewing my account and calls made. I have detailed notes with names, dates and times of more than a dozen calls I will provide when I get home. For now, here's an account of my experience trying to get my refrigerator repaired.

I purchased Sears Protection Service Agreements and have renewed them over the last 7 years. My covered refrigerator began to stop working on July 2nd so I called Sears. They proceeded to tell me that the compressor was out and that a technician would not be available until June 17th. The representative advised me to place ice in my freezer to help preserve my food. I argued that this was unacceptable and was escalated to a supervisor who was able to schedule me for the 13th and put me on an"emergency" call list for 24 to 48 hour service.

I called on the 3rd to then be told by another supervisor that there is no such service and the earliest appointment they could now provide was the 11th. I took this appointment under protest and continued to call almost daily trying everywhere, including the retention department, repairs customer service, protection agreement benefits, among others, to see if anyone could help me get an earlier appointment. With each call I received a different answer of how the process for repair works. The ice recommendation provided didn't work so by the 5th all my food was spoiled and we threw it out. We are a family of seven so this was not a minor loss. Finally the 11th came and the technician arrived, spent 5 minutes in my home because in the 6 days of not opening the box, a VERY small amount of mold formed.

He ran out and stated my warranty was now void and that "Sears does this all the time...not telling customers what to do to prevent this type of stuff". I am out of town so my adult son tried to give him the phone so I could get clarity on what's happening. He got on the phone once and said that the refrigerator is done, it is no longer safe and he needs to get out of the house and hung up. I called my son's line back and he further states to my son, because he refused to speak to me the policyholder, that he's going to report the refrigerator as unrepairable which should allow us to receive credit for a new refrigerator but he repeated that mold voids the warranty. I tried asking additional questions but he drove off. Before leaving he did state the information he entered could be seen after 6 pm if I asked customer service.

I immediately called and spoke to a Supervisor Teresa who basically said there was nothing that could be done, she was getting off in an hour and would be gone the next few days so I would have to call back. She said that my warranty would be voided if the technician said mold was present. She further said that the technician was not accurate in that Customer Service has to wait for the report to load overnight. I have since discovered this is not true and she could have requested the information from the technician so that I could have been assisted that same day. In addition, she could have offered me the option to clean the refrigerator and have the technician return.

She was the worst representative of your company I have dealt with. She took no accountability, offered no options or solutions and refused to transfer me to another supervisor that could assist with a callback. Please listen to her call with me and offer her coaching on proper deescalation techniques. She is the straw that started me on the course of filing complaint against your company. I am out of town, but my husband came home and cleaned the specks of mold in less than 5 minutes with bleach and water.

I then spoke to Vera, a benefits rep., who gave me a thorough explanation of the process and, though it still meant waiting, her attitude and approach calmed me temporarily. I was told I had to wait. Spoke to Tierra and Amy, supervisor, today June 12 and I'm being told that a technician will come tomorrow morning on the 13th but nothing will happen on this visit. He will not have the compressor that the phone technician and the technician from the 11th visit both said is the need part. Not only that, it will take 3 business days to expedite a request for the part and then another business day, possibly, for the repair. That's if the technician is willing to expedite the part request.

I have a family of seven and it has cost me hundreds of dollars I don't have in food loss, more than the $200 you're going to maybe eventually give me, and food cost to feed my family daily with no means to maintain anything beyond a meal. At this point I no longer care to repair the refrigerator, I would like an expedited processing of a credit so I can purchase a new refrigerator this weekend. I do not want to wait another week or two hoping you'll provide service I've paid for. I would hope that as a company you recognize that a customer should not have to spend hours upon hours of their time, you've pretty much absorbed my entire vacation with this issue, simply trying to get services they have paid for.

I have several warranties I renew faithfully. So do my parents, in laws and friends. I've already begun sharing my negative experience. I hope I'm able to share how your Corporate offices stepped in and righted a very large wrong. Please call me at... today as I'm going to continue making reports until I hear from someone providing a resolution. Thank you for your prompt attention and resolution."

I was told on 6/21/18 that Rose ** and/or Davi ** from Sears would contact me within 48 business hours. That did not happen. The contractor, not Rose or Davi, called me on 6/22/18 and based on pictures from my phone (Samsung Note 4) said it was no big deal and that he could just put silicone in it. That's it. No one came to my house. I'm just supposed to put silicone in it and ignore the fact that the crack starts at the edge of the repair and follows the crack on the ceiling below. And possibly land in the living room the next time I take a bath. I spent the next 2 weeks leaving messages on multiple numbers trying to get someone from Sears to come out to actually look at it. 7/2/18, I found a direct number for Rose and left the same message, that I need someone to come out and actually look at the floor. No response.

On 7/6/18 I left the message that I would be filing complaints with the BBB and ConsumerAffairs and she finally returned my call. I was told that she would talk to someone "that knows what they're looking at", check with her boss and let me know when someone would be coming out. Definitely by Monday or Tuesday (7/9 or 7/10). It's Wednesday (7/11) and still no word from Rose. I never heard from Davi. No one ever inspected the finished work. No one has come to inspect or assess the cracks.

In the phone call on 7/6/18 conversation with Rose I mentioned that my sink is also the wrong color. It's bone/white not white/white as listed in the 12/18 contract change. And that my single piece shower surround is actually 3 pieces. However, those issues were not listed in the repair requested on 6/21/18. It is 2:45 pm on 7/11/18 and so far no one is even planning to come out and look at this floor. I believe that the furnace salesman that they sent did not understand the scope of the repair. I need for someone with decision making authority, that knows flooring and floor repair to come out and assess the seriousness of the situation. The floor has only been there 4 months, it should not be cracking.

I called Sears customer service and was informed it would be 8 days before they could send someone. They don’t care my food is going bad. So if you buy a Kenmore refrigerator you should get some coolers and bags of ice to keep your food in. And they keep sending the same guy that doesn’t know how to fix the refrigerator. And it still has the noise.

The tech came out for the washer and told me the bearings were bad, he said he would order the parts and he would be back out to fix it. Meanwhile I was pissed so I called and complained to the lame Sears customer service and they sent out a new tech. He diagnosed the washer with having a bad motor. So once I have a garage full of parts I call and make another damn service call. The first tech shows up. He says, "All the parts aren’t here yet." He says the basket was ordered and it didn’t come in but he says, "Oh the other tech said it was the motor" and that he was going to change it to see if that's it (brilliant thinking). I guess he would change the motor in his car because the car doesn’t start without checking the battery first.

After he comes in and advises us not to use the washer because his work made it worse. It’s now July 6th and it’s still broken. I called Sears customer service this morning and raged this company is absolutely ridiculous and unprofessional. The company Sears has fixing equipment sucks. After talking with customer service and wanting to talk with a supervisor/manager, (which they denied) they gave us an appointment on Thursday July 12th because they say have no other time. Hmmmm, I smell BS. Point of the story is stay away from Sears and its shady extended warranty and crappy customer service. I would give Sears zero stars if I could.

In short, it's three weeks and today I am told: "It was delivered on June 14th madam, what can I help you with?" NO RECORD of return requests. I am about to pull my hair out. I called Sears (the actual store) and they are clueless as well. They said they cannot take the air conditioner if we drive it there ourselves because they may not be able to sell it. It's STILL IN THE BOX. NEVER OPENED. Who can help consumers with this? It seems this is not an isolated incident as the clerk at my local Sears gets calls like this all the time. What can we do?

However, when the service guy came, 6/1, he said, "You need a new door. I will order and Sears will contact you when it comes in." 1 week go by, I call. They tell me they never received the report so they sent another request to Rivercity (their 3rd party servicer). 3 days later, no call. I call back with no update. The report still not in. I call no less than 7/8 times at this point over a course of 3 weeks. So finally, on the 6/23 or 6/24 I call again (the supervisor apologized and said that she was unsure why they had not received the report. But the report and part was in and she booked the appointment for the 6/27. The Service guy comes without the part and say he cannot fix the microwave. They set it up as a new appt for review not a fix. I am livid at this point. I call, they don't know whats going on and tell me a supervisor will call me. Not surprised they did not.

On 6/29 I call and they tell me that the item is not covered under the warranty because it was a structural issue not mechanical. So, I am beyond confused because it was never told to me that they would not cover structural issues. I asked how would I have known this. They said it should have been told to me with I placed the request. I asked for a supervisor and I did not receive a call until today 7/2. The supervisor who gave me a phony name Andrea ** after I asked for it at the end of my call. She didn't want to give me her last name but admitted it should have been told to me that the warranty does not include structural damage when I bought the service as well as when I called to book appt. (neither happened) so she said, "Sorry for the mix up. Nothing we can do and not sure what you want me to say." I was beyond mad at how empathetic she was about the run around I received after 32 days.

So I asked for my $75.00 deductible back. She said she could not because that was paid to the provider for coming out to look at microwave. I said, "The service that would have never happened if I was told that the door would not be covered when I called in." She said yes. Even though the appt should not have been booked, I still owed the company for coming out to do absolutely nothing and she would not refund me.

I have been with Sears for over 20 years, All of my appliances throughout my entire house bought from Sears. My first kitchen remodeled, completed by Sears. This is hands down the worst experience I have ever had. I see after many views of Sears warranty, I am not the only one with this issue. Please investigate Sears. I am researching to see if there is a class action regarding the service being provided and for excluding pertinent information you need to know when signing up for the warrant and especially when you ask, what is it I should know that I am not asking about this warranty.

According to the owner's manual for the dryer, lint from the dryer cabinet needs to be checked every 2 years by a professional, if it is not checked this can result in a fire hazard. The dryer cabinet was not checked. The ad for the service said parts will be lubricated to ensure optimal performance, nothing was lubricated on the washer or dryer. The ad said connections would be checked for leaks, nothing was checked. The ad said parts would be checked for wear and tear, nothing was checked. The ad said internal components of the washer would be cleaned, nothing was cleaned. The ad said mildew buildup would be removed from the washer, this was not done.

What was done and I am so angry at myself for doing it was to pay the technician by check. When I saw he wasn't doing anything but turn the machines on I questioned him. He said there is really nothing else which can be done. I was furious but figured it wasn't his fault. It is SEARS' fault for poor training and greed. I filed a complaint that day. I was told someone would get back to me within 24 hours. This is day 4, I have called twice for an update and was told they are working on it. Please don't use Sears, they are nothing like the company they used to be. I can go on but am too annoyed!!! Sears may be proud of themselves for stealing my $104.56 but in the long run they are the losers. I will never give them another dime of my business. I truly hope you don't either.

Jai was one of the ones I spoke to. He told me that he would make sure that he noted that the mattress would not be exchange until the 31 day. And we should have tried the mattress before we bought it. Another representative said I should call an American store if I wanted to talk to someone that spoke English. I took great offence to that. I tried calling the store no one answered and no one called me back.

My mother in law got a call from the store and they asked her to come in and they would get it straight. After about an hour, they finally told her that she would have to keep the mattress for 30 days from the date of delivery. The person on the other end would not budge on the policy. We were not explained the policy and how do you try a mattress before you buy it. We did ask if she could return it if it was not what she wanted. We were assured it would be no problem. It has become a nightmare.

I was told that I would have to wait until June 21st to ask for a replacement because the part was on order and July 5th was an estimated date. On June 21st I called and finally I received a $602 credit and $160 in reward points on my Sears Account. On the June 24th I went to the store to pick out a replacement which was delivered on the 26th with some scratches, I told the delivery people I would not accept it and they responded that they could not take it back and left with unit in the middle of the kitchen and nothing installed. Then, I chose to install the handles and just keep it since the scratches were in the back and would be hidden by the kitchen cabinets (it had been 38 days with no refrigerator so I thought it's better than nothing).

This morning I check the temperature and this fridge does not work; the freezer set at the coldest setting only cools to about 20 degrees and the fridge at coldest setting cools at around 48 degrees. It's 5 hours later now and still at the same temperatures (been about 24 hours, they should be cooler at 0 and 35). I went to the store and was told to call the 800 number. I called the 800 number, first I was promised a $1,098.99 refund on my Visa Card. Today (the 27th) I called Sears Solutions and was told that they knew nothing about a refund and the best they could do was come to retrieve the unit and get no money back or get another replacement. I called Customer Care and was told I had to go to the store because it was purchased at the store not on-line. So I guess Sears' stance is stay with us or get nothing in the end.

I called the phone number on the confirmation page this morning to BEG for someone to come out before Thursday, only to be told 'Thursday is the soonest to get out there.' Do these people not understand how much money is involved in all the milk, vegetables, meat, etc... That is now bad and can't be used? Our mistake was going with the Kenmore brand for the refrigerator/freezer. An appliance like this should NOT break in two years time. A very disappointed customer.

**UPDATE: After my initial call this morning and being told no one can come out sooner than Thursday, I got on the CHAT page and went back and forth with someone. He could feel my frustration and ire and said he would send an email off right away to the district manager and someone would contact us. Over 6 hours later, no calls have come. No emails either. We called another number for service this employee gave us and were told the SAME line: "No one can come sooner than this Thursday." This is completely unacceptable.

We pay - and have been paying for 2 years - a monthly service fee of $49.99 - or close to - for coverage when one of the major appliances break down. The refrigerator shouldn't be broke down after 2 years to begin with. I would never, ever, buy another Kenmore product and I would not pay for a home warranty again through them. All the money wasted on the food in the refrigerator and freezer is making me ill. Thanks a lot Sears.