Sears Reviews

The technician came to the house on 7-24-18 and was able to diagnose what was wrong. Went to order parts through his system (he works for Sears as well!) and it tells him to collect $578+ from us in order to fix our icemaker. Called SHW company with technician standing there. Lady on the phone says he has to collect because we accepted "Owner CO." Explained to her we did not accept that as we pay monthly for this whole home warranty. She stated she would have to talk to her supervisor and that person would call me back. Called SHW on 7-26-18 as no call was received. Spoke with associate who stated "your file says you accepted "owner CO" and so you are expected to pay and we will reimburse you." I explained to her that we did not accept it and would like it removed so we can get the technician back to the house to continue with the fixing of the ice machine.

Associate assured me it was removed and scheduled another appointment with the technician for me. Technician came out to the house on 8-2-18 and again tried to order parts but was unable to do so. Our account still had "Owner Co" tied to it. Called SHW company with the technician from my kitchen. He spoke to Martha (associate) who told him he had to collect from us because we agreed to do "Owner CO." I then spoke with Martha and explained to her numerous time we did not accept "Owner CO" and that this BS (Boneface) explained it to us and attached it to our file. Asked Martha to remove it from our account. Martha says she cannot do it. Asked to speak with a supervisor to which Martha answered "what do you think they are going to tell you something I am not? You never had a technician come to your house other than the 17th of July."

Upon further digging into our account Martha was able to see the technician had come to our house on the 24th of July. She called me a liar when I said that he did originally but refused to apologize or retract her statement. Asked again to speak to a supervisor to which point Martha continued yelling at me. I apologized numerous times for raising my voice with her, but am extremely mad and upset that we have been given the runaround. After approximately 20 minutes of arguing with Martha she put me on hold (another 10 minutes) then came back on the line to tell me no supervisor is available (how convenient). She stated she would leave a message to have one call me.

I then called the SHW company on August 6th to ask if they can just cancel the original ticket and re-create a new one for an ice maker repair. This was done easily and a new appointment was set up for August 16th. Received a phone call from the service technician's company the morning of August 16th stating the technican went home sick and I would need to call the SHW company to set up yet another appointment to have him come out and re-assess the situation. Asked if he could just order the parts as he has already seen the ice maker 2 times. Was told she would check into it. Called the SHW company on Monday Aug 22, 2018 to inquire about status.

SHW company says to call the technician's company. Call the technician's company who stated the ticket was canceled by SHW company due to not having the appt. Call back to SHW company who stated they would have to start all over again. Explained that I had already taken 3 days off from work and cannot take yet another day for the technician to come out to my house to literally order parts from my kitchen. SHW company un-sympathetic during this entire ordeal. Did not care that I was inconvenienced, but had no problem taking the deductible or monthy payment.

A supervisor did finally call me back on August 8th, but was unable to help as I had already "fixed" the problem myself. This supervisor was nasty and had an attitude and pretty much the whole "Not my problem attitude." After it was all said and done, I have canceled my policy with SHW company and would NEVER recommend them to anyone. And my ice maker has NEVER been fixed!!!

Three days later the fridge stops working AGAIN. Make another appointment, says it is a thermistor, we pay $24.00 for this part, and make another appointment, which was 7 days later. And same tech comes, "fixes" it and says, "Call and get your money back if it does not cool down." Of course this did not work, and now we have no working fridge, and Sears Home Services are acting as if they cannot refund my $445.17, plus $24.00. They did not fix the fridge, and I went two months without one. Now we have to go get a new Fridge after 2 months of terrible service. The 800-469-4663 number is unhelpful and they only tell you they will file a complaint, but it is without any true response. DO NOT USE THIS SERVICES, the TECH do not care, and the customer services is even worse.

The repair person called 3 different people to get a confirmation number to remove the deductible. No solution. He advised me to pay the deductible and get a refund. I was desperate to get my dryer fixed since he was the fourth person coming out to fix it. When I called to get the deductible refunded, I was told it would be refunded. I called back because my dryer is still not working with the same issue and I never received the refund. I was told by Supervisor Dawn that I will not receive the refund. I am feeling so frustrated and hopeless. I feel disappointed, cheated, and lied to by Sears Home Warranty. I asked my husband to call to cancel the warranty. I will buy a new dryer at Home Depot.

I enter for fourth time and lo and behold it goes through. I tell her and the other employees that had gathered by then, that it is no wonder Sears is going under and they might want to consider looking for another job. This can only be a scam to try to charge late fees if you send someone else to pay your bill. Fast forward 1 week and my dryer goes out... Guess where I will NOT be buying another one. The only reason I got the card in the first place was to get free delivery on a fridge. They brought the fridge and put in place. We loaded everything in it. Two days later and no ice. They had not hooked it up. Sears was THE place to buy appliances, tools etc when I was a kid, now they are just a suck **, going out of business, shadow of their former self, relying on card interest, yearly fees and scamming to survive. Good Riddance.

Over 2 hours after that, he calls from 20 minutes away and wants to come by at around 5:30 pm for the call. I told him don't bother, we have a dinner party to attend and to come by tomorrow. Well, he wouldn't commit to that, asked US to call and reschedule the appointment, which I refused to do and told him to do it. About 3 hours after that, I get an email confirmation for a new appointment 2 weeks away. What a joke. So, Sears thinks I should wait almost a month for someone to give me an estimate for the repair? So, now I'm going to sue Sears for the cost of the repairs and I will NEVER, I repeat NEVER, even buy a screwdriver from the **. Not that it will matter, with business practices like this, they will soon be out of business. Based on all of the positive reviews I saw, Sears obviously does not post negative reviews like this one.

I have been given the runaround and now a tech cannot come out until August 29th. This is ridiculous. It will be almost two months without a working washer and a warranty company that had no problem selling the warranty but now after I have paid for the warranty I have to wait months for a resolution? I have called Sears over 10 times to resolve the issue and I always get the same runaround and scheduled weeks out. I will be contacting Corporate, the BBB, and any other entity possible. I have no resolution just an expensive washer and warranty that I paid for; not to mention weekly trips to the laundromat, sometimes two trips a week as we are a family of 5.

During this process, I was always talking to someone from India or the Philippines who wouldn’t put me in touch with someone locally. Some of those representatives did not speak clear English and some conversations became frustrating! This whole process began on July 16 and it is now August 11. I have spent $187.00 and still NO installation! And NO ONE SHOWED following a fourth appointment today! I have 4 emails telling me someone would be here! And each time I was told I had to stay home between 8 and noon! Wait 4 hours for what? No one showing up! 4 times 4 is 16 hours. At $40.00 an hour, what my time is worth, you owe me $640.00.

Your organization has serious problems with integrity, coordination and communications. Some employees have flaws in judgment, dependability, customer service response and phone etiquette. You might want to invest in a QA (Quality Assurance) department because if more customers are treated as I was, Sears is in serious trouble! If you already have a QA department, maybe they need QA themselves! Don’t bother calling again. I’ll have an attorney call you!

Does Sears try to make money on people since they do not know what is going on? In other words, We could end up replacing a part that works just fine. Tried to get my “estimate” money back, didn’t get anywhere with customer service that thinks I have to pay their technician to come here and scam me out of my money. Will never call them again. Don’t recommend.

I left work early to meet the technician today, and 6:05 comes, not a single phone call. I called Sears and Melissa, another useless employee, said I would have to reschedule. It is currently 6:30 and I heard nothing back. The line keeps going to voicemail and I will have to recall for another appointment. This company is absolute trash and I have no idea how they are still up and running.

They didn't care that it was their recommendations that made me decide to buy the mattress or that I spent 30 days in serious pain. They are not customer friendly at all I realized. I was told I would have my money refunded 7-10 business days. After that time had passed I called Sears and spoke with a customer service representative, Miles **, and she informed that it was 7-10 business days from when they inspected the mattress etc... which was June 29, 2018 that the 7-10 business days started. Which by the way my mattress was in perfect condition when it was picked up and I have a copy of the driver's log stating just that.

I was also told by her that the full purchase amount would be refunded to my credit card which I didn't use for the full amount just $147.72 of it. I told her I would rather the amount I charged on my card to go back on my card and give remaining balance to the Why Not Lease It company but was told it would be returned to my card because that's how it worked. By the time this call was made it was my 6th or 7th time I had been calling Sears about all this and getting the runaround. I even went into the Sears store here in town because I was told I had to get my refund that way and all they did at the store was look confused and said to call the online people.

I called the Why Not Lease It people on July 12, 2018 and explained everything again and at the end of the call they said that they had everything worked out and the money would be returned to them in 7-10 business days and my downpayment would be credited back to my credit card. Now comes July 31, 2018 and still nothing from either company. So I called the Why Not Lease It people obviously very annoyed by this time and was told that I needed to have my order cancellation number from Sears. I have documented every single date, price, timeframe and recorded all the calls and not once did Sears say anything about a cancellation number.

So I waited a couple days to calm down to call Sears again plus I needed a break from telling my situation 100 times at this point. When I called Sears on August 2, 2018 I told them immediately that I wanted to speak to a manager or supervisor or anyone with authority and I wasn't going to explain what I was calling about to anyone except to someone in charge. After being put on hold again a lady with a heavy accent came on and said she was the supervisor and before we start she wanted to make sure I was aware our phone call was being monitored and recorded. I then replied right after that it was fine and I too was recording our conversation.

She told me I had to stop recording or she wasn't going to continue the call. I asked her why I can't record our call for my records but yet they can record our call? She wouldn't answer my question so I continued on telling her I needed a cancellation number. She told me I have to first tell her I stopped recording and I again asked why I couldn't when they are and she hung up on me. I have been getting the runaround from both these companies for over a month now and haven't got anywhere with them and don't feel that I am especially if they won't allow you to record them. What is it that they don't want recorded? If they're an honest business that wouldn't do anything illegal then why would it matter?

All I would like is the downpayment I made back and the financing company to have the money they gave to Sears for the remaining balance of my purchase. I'm a waitress and I don't have money to just throw away. Because of this I'm sleeping on a air mattress until I know this is settled before I try and go buy the right mattress for me. I don't know if they're going to try and say I still owe them and send me to collections or court. I feel like I'm being scammed and ripped off by these people.

But again they told me if I want to go buy one. Now my husband is sickly with Parkinson's bad heart and other health problems. I have to take him to the neighbors to get a bath. And that is very hard to do because we have a walk in shower. I explained that all to Sears and they don't care. We are on a fixed income and can afford to go elsewhere but why when I still have the warranty. Sears is a joke. Even down to the repairman. Anyone got any good advice for me. We have been without hot water for 6 days as of today.

Every time I call Sears, I keep getting the runaround. Wrong invoice # put in, sent to wrong address, already ordered and should be in 5-7 business days- I was told that one 3 different time. Customer service ladies and also claims supervisors all lied and are extremely RUDE!!! I will NEVER recommend this company to anyone. I have requested a higher level management to talk to and they keep saying someone will call me back. Sears is not what they used to be. Awful customer service and no satisfaction after being a loyal customer! $1000s of dollars down the drain. I understand now why they all will be closing by end 2018- goodbye!!!!!

The next morning (Aug 4th) we noticed there was a noise coming from the AC unit. We shut it off thinking there was something stuck in the unit and turned it back on later that morning. It didn't go on. I called Sears and was texted a vendor number to call back to get someone over on Sunday. Meanwhile, luckily, my contract went into effect on Aug 4th (31 days from signing up). The vendor was irate that Sears would even consider giving him a job on Sunday and could not give me a day or time that he could come over.

With the many phone calls on Monday (Aug 6th) with Sears reps, I had someone come over on Tues (today). After the diagnosis, I was told that this was a pre-existing condition. Well of course it would be, the unit is 15 years old. This is what Sears' brochure says, "How It Works" When any of your covered products break, just visit us online or call 24/7. One of our service professionals will schedule a time to come to your home and repair the covered item. If it can't be repaired, we will replace it. All you typically pay is an affordable service appointment fee. Plus all repairs come with a 180 day workmanship guarantee. They are saying this is pre-existing so they are not covering it. It is costing me over $800 to fix something they sold me on.

This is false advertisement and I called them with the problem when I noticed it. They are not standing by what they sold me so I cancelled my contract and will NEVER use them for anything again. When they were selling me the plan, they never gave me all these stipulations of when my products can break down. Certainly in the North East, I would never have known my AC unit had a problem in December. I'm not sure what time frame I could have called when it would not have been considered pre-existing. They clearly sold me on that this is a great thing to have especially if you have old appliances and units. Buyer Beware.

Three weeks later the AC goes out again. Only the fan is running. A third technician comes out. This one a contractor and tells the exact same thing. It’s supposed to be a recall on the previous work order which Sears never bothered to tell the contractor. Contractor gets angry and even states something to the effect of going to small claims court to get his deductible amount. Fortunately a representative from Sears on the phone talks with him and let him know the issue that it’s a recall. We pay for the suppose it serviced he does and he leaves without a word; pissed!! This is Friday, August 3rd, 2018. Three days later, a Monday, guess what? IT’S OUT AGAIN!!

We talked to Sears yesterday and they can’t get anyone out until Tuesday, 8/7. The heat in Houston is really hot; our home inside without AC hits easily 90°. Given that this is a third recall on the same job they can’t get anyone out to us sooner. They gave us the runaround the entire day today. We’re waiting to get the air-conditioner fixed and we’re going with another company. Do yourself a favor and listen to the customers' comments above: if you are searching for a home warranty go elsewhere!!!

This was very upsetting as I had to cancel the delivery and installation of the new washer and dryer. This revelation has led to other problems as my furniture in my basement all came through the original doors in the basement. Same with the main level. Presently, my furniture is held captive because we cannot get anything in or out without removing doors. On July 2, 2018, I reached out to the salesman that sold me the windows and doors to see what options were available to remedy my dilemma with the doors. I received no response. Subsequently, I called and left messages with Sears Home Improvement every other day in July with no response or a response that someone would call me back which they never did.

On July 24, 2017, my partner and I went to Gaithersburg, Maryland to find someone who would talk to us. We were told that phone calls weren’t returned due to turnover and/or personnel being out sick. We spoke with both Josie and the General Manager, Mike **. Mike ** agreed to try to find a solution possibly a French door that they may have in one of their warehouses. On July 30, 2018, Mike ** called to let me know that they could not find a French door to fit my townhouse. He mentioned that if I wanted to pay for French doors it would cost $3,000 each (total of $6,000). This is unacceptable as I am still paying for the new doors and windows. His other option was to take the current door off to get the washer and dryer in. Again, this is unacceptable. This would mean that to get my furniture in out of the basement would now require someone with the skills to come and remove my door each time I want to get furniture in or out of the basement.

Had I known that there would be a difference or narrower opening of my door, I would have made a different decision in purchasing the doors. The discussion as to the size of the opening was never discussed. It was within the Fiduciary Responsibility to discuss ‘Pre-Functionality and Post-Functionality’ of the replacement of sliding doors. We are in discussion with a attorney experienced in these areas of contractor liability and we have filed compliant with the state of Virginia licensing agency for contractors. I am so upset about this that I think the public should know how Sears service has degraded.

On or about October 11, 2017, I contacted Sears Service Dept. for service on my unit, the repair date they had available was Oct. 31. As my husband was terminally ill, I explained that I needed to have the unit repaired sooner and they recommended I get an outside Company to do the work and on approval they would reimburse me. It was a minor repair, the work was completed on Oct. 13, I received an approval number from Sears for reimbursement and on Oct. 13, emailed a copy of the bill to Sears Home Services as directed. After many emails, phone calls, and complaints in addition to sending several copies of the bill, and filing a Claim, I finally received a check for the $326.39 sometime in January 2018.

On December 26, 2018 the heating unit was not working. It was running continually and not heating. Dec. 29 a serviceman came and said I needed a compressor and that he would return with one on Jan. 12. My appointment was then rescheduled to Jan. 26. In the meantime I had to rely solely on the propane back up unit. I contacted Sears advising them of my husband’s condition and got an appointment for Jan. 15. No one came and I spent about 2 hours on the phone only to find out that that they now rescheduled the appointment for Jan. 29 telling me that they had to wait for warmer weather to do the repair.

My electric was running constantly, I had a full tank delivery of propane early December and on Jan 8, 2018 I needed another full tank delivery (approx. $900). I was using two fireplaces along with the propane unit to keep the temperature above 68 degrees in the evenings and nights. I had to discontinue use of my husband’s oxygen concentrator while using the fireplaces. I used space heaters in the bathrooms and kitchen where the temperatures were 60 – 65 degrees mornings and evenings.

On Jan. 19 the compressor was replaced. Two servicemen were working on the unit and found that a humidifier which was supposed to have been disabled when Sears installed this new unit was still attached to a water supply and the large reservoir was filled with a huge amount mold which most likely has been traveling through my duct system all these years. They told me that I would have to have the humidifier unit removed by a plumber and have someone come in and seal the open area with sheet metal. This work was done.

On Feb. 9, I noticed a sharp ozone type odor in my house and also outside near the AC units and propane exhaust. I called my propane company and they came and checked for leaks but found none. I called Sears and a serviceman came on 2/16. He spent several hours and said the Freon somehow had leaked out of the unit. He replaced the Freon but was unable to complete the repair and said another serviceman would come back 2/21. They then rescheduled for 3/2. The odor continued to permeate my house and through the night and morning I experienced stinging nostrils, swollen lips and a sore throat. I do not know what discomfort my husband experienced as he was not capable of expressing himself very well. I contacted Sears and they rescheduled from March 2 to Feb. 23.

I was very concerned for my husband, he was extremely ill, his lungs were badly affected. It was necessary for me to drain his lungs daily for 2 years and he was on oxygen. I called poison control, was directed to another department and found that although Freon is nontoxic, it has an additive that can be an irritant. By this time I sent two letters to Sears Corporate, Hoffman Estates, Illinois. On 2/20 I received a call inquiring about the status of the issue. We discussed the issue and the repair date was moved to 2/21.

On 2/21 after inspection and replacing the compressor I was informed that it was decided since they have already replaced three compressors the problem was that I had water in my duct system and that they would not do any further repairs until I had the duct system inspected. My house is on a slab and the duct work is under the house and not accessible. It would cost between $1,000 - $2,000. to have the ducts inspected for water. I had three heating companies come and all said that they found no signs of water in the duct system. I told Sears I would have the inspection done and I would pay for it if water was found in the ducts, but if no water was found I would expect Sears to pay for the inspection.

One Company on inspection of the unit found a valve partially open, replaced Freon and unit worked OK. By 3/15 the compressor failed again, a serviceman came and said he was testing for an obstruction in the duct system, a second serviceman came and spent some time reading instructions on the inside of the unit panel. There was some discussion between them and they were packing to leave. I asked about the tests, was told it was good, no obstruction. They said someone would call me in a day or so. I received an email appointment for 3/26.

I spoke to Laura, Sears, and asked for some assistance, the furnace continued to emit a noxious odor, the wood floor in front of the unit was permeated with an oil like substance, my unit had not been functioning since December, my electric bill was high as the unit ran almost constantly, my propane bill totaled about $2,000. Between Dec. and April, I encountered numerous other bills. I received a call with a service date of 3/22 to replace the compressor again. This time I was told by the HVAC manager that they were going to install a “new compressor, a factory compressor this time”. I was told that they had previously had a batch of bad compressors. On 3/22 the new compressor was installed.

My house, especially the closet where the unit was still had a bad odor, my husband suffered loss of dignity with so many service calls between December and March, as he lay in his hospital bed in the room adjacent to the heating unit closet. He developed an uncontrollable nighttime cough. Hospice was called March on March 21, He passed away on March 23. Early on March 24, oxygen concentrators, tanks, bed and other medical equipment was being picked up, and as I was making funeral arrangements, the heating unit exploded, blowing open the closet door, blowing the cover panel off the furnace, spewing debris and oil and with a loud hissing noise filling the entire house with Freon smog.

Debris was blown into the room where my husband had previously lay. The house shook from the explosion. Not knowing exactly what occurred, we turned off the propane valve. I called Sears and they offered to give me an appointment for the next week. I called one of the other Companies who previously checked the ducts for water and they sent someone immediately to check the safety of the unit. They found that the Freon line exploded at the unit. The propane line was intact. On 3/26 a Sears serviceman came, made a repair to the Freon line but did not have enough Freon to complete the repair. On 3/28 someone returned to complete the repair.

I received a letter dated April 27, 2018 from Sedgwick Claims, Third Party Claims Administrator for Sears and a second letter dated May 9 in which they accept no liability for damages from the explosion. They claim the copper Freon line attached directly to the unit, is a home copper line and not part of the appliance. (Sears installed this Freon line and it is the same one they ultimately repaired.) My contract with Sears expired May 9, 2018 and I decided not to renew it again at $647.99 for another year.

The odor remains, noticeable mostly when the heating unit is running, the closet needs to be cleaned, and the source of the odor has to be determined and corrected. The walls are marked, the unit itself has oil residue and the wood floor is oil soaked. I had my carpet picked up and taken out to be cleaned. I contacted Sears Corporate again by letter dated June 5, requesting some compensation for the expenses I incurred and for damages caused. I have had no response. I feel the problem does not lie with the unit but with Sears Corporate and the HVAC management and service. If you are considering buying or renewing a Sears Home Protection Agreement I suggest you read some of the many complaints online. Sears certainly is not what it used to be.

Sears said that images weren't taken the right way. Followed the instructions again. Once again Sears said images were not right. So emailed the images again. This time the images were right but not covered in warranty as it is not SAGGING. Now the only solution I get a partial refund even though I had not used it and reported it within 30 days. No I had to call them within 72 hours in order to get a full refund. Even though I had Chat Script where Sears said "We stand behind our product and refund will be no problem." My advice is do not buy the mattress. Poor quality and horrible customer service from Sears.

They repeatedly send me the names of companies in areas of Pennsylvania that apparently do not work within city limits - e.g. Martone Appliances, Bakers, J & J to name the last round. For readers of this website please take these complaints seriously before wasting your money. This is only my most recent problem with Sears. I have literally experienced almost all on this site in less than a year. I will not be continuing with this horrendous excuse for service with people who appear responsive when you call customer service but then the same thing happens over and over again. Really bad system and honestly I'd rather pay out of pocket any day than go through the frustration this company repeatedly causes.

I bought a riding lawn mower, which we have determined that it is the wrong tractor for my yard, yet they won't replace it. In 2 years, I have had 2 transmissions, 2 carbs, manifold, spark plugs and now wheel replaced on this tractor. Each time I call, I get transferred at least 3 times and each time I wait, they put me on hold for 10 minutes plus. I will never purchase another item from Sears again. My wash machine pump stopped working 1 month after the warranty expired.

Each one tells me a different story and no one in the cancellation department has been competent enough to figure out how to get this refund accomplished or what department is supposed to handle this matter. One person tells me the check was mailed, in another telephone call another employee tells me it was credited back to my Visa card, which it was not and today I was told by this employee that he was going to handle this matter to my satisfaction and then we are disconnected and I have to call back and then I get a different employee and that employee has no idea who the person is I was originally speaking with even though I gave her his name and now she tells me the refund was credited back to my Visa card and I keep repeating myself consistently to every employee that the refund has not been credited back to my Visa card because I balance my account every 2 weeks and there has been no refund credited to that card.

7-16-18 8:42 a.m. Spoke to Jose in home warranty department said warranty was cancelled on June 19 (I had originally called and told Sears to cancel on June 28 which was the closing date on our home, so right off the bat someone was not doing their job and got the dates wrong). At this time it had been 30 days since I cancelled and no refund check received. Then Jose gives me another phone number to call for customer service and I speak to Julie and she was calling the AC department to issue check and then transferred me to that department.

Shawn in AC department said that this was not his department to handle refunds and transferred me back to the original department, home warranty department, that I originally was talking to in the first place. Jan answered this time and said a second check would be mailed and it would take 14 days and that an off line team would call me in 7 days to let me know what happened to the first check. I never heard from this off line team. I was on the telephone for an hour on this call. Was given the above-referenced case number.

7-30-18 8:00 a.m. Called cancellation department again because have not received refund check or call from off line team. Spoke to Abraham and of course he gives me the same run around and was going to email or fax the off line team again and said they would call me. I requested the telephone number of the corporate office and it almost took an act of Congress to get this information from Abraham. This was another extremely frustrating call and no one called. 7-30-18 8:18 a.m. Called the corporate office and spoke to Kris. She said the refund was credited to my Visa card on July 17 and I informed her that it has NOT been credited to my Visa card.

Once again she emailed the refund department and asking them to call me within 24-48 hours. AGAIN I have not heard from anyone. Another frustrating 45 minute call with no satisfaction, results, or definitive information. Also informed Kris that I would be contacting CEO if I did not receive this call from the refund department. As a side note, your employees should be able to speak clear English because I had a difficult time understanding Kris.

8-2-18 8:56 a.m. Called corporate office and spoke to Gray, manager, (as a side note, your employees should be able to speak clear English because I had a difficult time understanding Gray) who was contacting the production benefits regarding my refund. I also explained my frustration with the employees I have been dealing with since July 16th and if I did not received any satisfaction or definitive results today I would be contacting Sears CEO, Better Business Bureau, ConsumerAffairs and the news media. This kind of customer service is totally unacceptable.

After 43 minutes of conversation he put me on hold and the phone went back to a menu and starting ringing and someone (Adrianne) in sales picked up the call and then she literally hung up on me. I had to call back, go through the menu again, and got Alice, a manager (as a side note, your employees should be able to speak clear English because I had a difficult time understanding Alice).

I had to go through this whole scenario AGAIN with her, told her Gray’s name and she did not know who that was and could not transfer me back to him. She was checking all this out and said the refund had been credited to my Visa card on July 16 (which is a different date than the last person I spoke to gave me) and I explained AGAIN to her that this refund has NOT been credited to my Visa card. She was sending an email to the off line team also and said they would call me in 24 hours, I told her that was a waste of time because they have NEVER called me yet after supposedly being notified 4 times! She said she will keep checking with the off line team to be sure they call me.

I also told her I was not waiting another 14 or 21 days for my refund and I expected it to be expedited and mailed to me by express mail because I have already waited 6 weeks. I told her I would be contacting Sears CEO, Better Business Bureau, Consumer Affairs and the news media because I have not received any satisfaction since June 19, 2018.

I am 67 years old, worked for attorneys for 30 years and I have never dealt with so many incompetent, unprofessional employees. It does not appear that your employees have a clue what department handles what issues and obviously do not care because of the extremely frustrating conversations I have had with them makes that quite evident. When we purchased this AC unit we paid for it in full, no financing, and your company was certainly quick to take our money, but now that we are requesting a refund it seems that it will take an act of Congress to get our refund. I respectfully request that this refund be mailed to the above-referenced address by express mail no later than Tuesday, August 7, 2018 as I believe that is the least your company can do after all the frustrating, exasperating and vexing your employees have caused me for the last 6 weeks.

A few days later I called the parts line and the Philippines answered... I advised them everything I just typed out, and the rep on the other end of the line would keep asking me the same question in a language I cannot understand. After being thoroughly frustrated I asked for a manager stateside- she argued for a bit then placed me on hold and I believe she gave phone to her cubicle neighbor because she came online rude, would not give me a name or operator id PLUS would not transfer me to any manager. THE ONLY GOOD THING IS, the parts/fix it shop for Sears here in JAX stated that they cannot locate the package and instead of losing customers they will refund the amount if I drive by. THANK YOU AMERICAN REPS!!! Will have to stop using Sears as they are shipping all assistance offshore to people who hate us and are rude.

I kept repeating a.) I’m 2 hrs away, one way. Not fair to have a customer spend the time & gas $ to do that. b.) I can’t lift it. Had son haul it in house for me and now he’s on vacation for 2 weeks. I suggested delivering a new one to me and taking the old one back. She said she couldn’t help me then so I said, “We are going to solve this today, I want to talk to your supervisor.” She said, “Well she’s on a break so I don’t think that will work.” (I mean really, challenged is the correct word here.) I said here’s my number, I want her to call me back. So far, 3 days later, no call. I used to buy all my appliances from Sears but after this incident and the one repairing a refrigerator that was (again) not functioning properly from day 1, I have to assume their quality & Customer service just isn’t there anymore.

Updated on 07/30/2018: Follow up to my original post. Triston from “executive complaint team” sent me an “apology gift card” for delay since Sears canceled repair appointment. After discussion, Triston told me to call Monday when part arrives at my house and they would FAST TRACK repair. (He said HE was documenting in my file). Sears home warranty/ service repair said earliest was August 7, appointment Sears made when THEY canceled on July 27. Marcus said he would send appointment link that I COULD FOLLOW and if there was a cancellation, I could call and request open slot! Are you kidding! So parts are sitting here for another 8 days IF tech shows up August 7 between 1-5 to fix a new fridge that stopped working July 10. Anyone have a more successful quick repair, please let me know. Sears sucks! If I could afford an attorney, I would definitely sue!

Every morning for nearly a year, we have had to open the refrigerator to make sure it was still on and cooling. Whenever it wasn't, we had to reset it. Obviously, this means you can't trust the refrigerator to be away from home for any extended period of time. On July 17, a technician came and concluded that the previous techs had misdiagnosed the problem. He said we needed two parts that GE no longer makes, so we should get a call in a couple days about replacing the refrigerator. A week went by with no call. So we called and left a message. Today, July 27, finally got to talk to a real person who said the case was with "research" and we should be patient. I asked if he had ever been without a refrigerator in the summer for 10 days. He hadn't. When I threatened to sue, he put me on hold for a long time, and then a supervisor came on the line.

After a lot of checking, she determined that the parts had been found at some other company (not GE). I said I would not accept anything but GE replacement parts, but the fact that we have been at this for almost a year and without a refrigerator for 10 days fell on deaf ears. She said they would probably be out on August 3 to fix the refrigerator. I will believe it when I see it. In the meantime, we are planning a birthday party for a grandchild on August 4 without the refrigerator. Thanks a lot, Sears Home Warranty. I guess I need to start looking for a different Home Warranty.

We tried to pay the man the $90.00 but he told my husband that his phone was not working. He literally was not in our home more than 15 minutes. He never touched a tool to attempt to fix anything. Today we received a bill for $250.00 from Sears Home Services. We are seniors and on fixed income. If Sears had told us it was $250.00 to have them come I would have sought out other repair services in our area. I truly believe that their low quotes is a scam. I plan to pay the bill but will never call Sears Home Services again nor recommend them to others.

About 4 months later our heat went out, again, we notified Sears, after numerous attempts to reach someone on a Sunday, then a few days later after we spoke to someone, no one ever showed up. By this time, we had contacted a in-town service provider, after we had been without heat for several days. Still after having issues without heating and cooling system, we contacted them a 3rd time, only to be disappointed that since we had claimed the heating and cooling system once, it could not be claimed again, but they never fixed it. So needless to say we canceled our service with them after paying them roughly $1000 and every time we needed them, they fed us some bs.

I called in to cancel and they told me because I have not had the warranty for a year yet, they will charge me the full price on top of my copay because it is not actually a warranty... Seems like a lawsuit waiting to happen for false advertising. I just paid it, but it really bugs me that I had to pay the premiums for the warranty PLUS the copay PLUS the cost to fix the washer that broke within a year of buying it... Please don't buy it. Not just for your own good, but just by Principe. Buy from Home Depot. Never had an issue with them (although never got warranty with them -- just never needed it.)

We discovered that the people Sears has answering service calls work from their HOMES but pretend that they are at an office ("the supervisor is so busy they just can't come to the phone right now), that there is nothing they can really do for anyone and that they cannot even reach a "supervisor" themselves. We paid Sears in good faith... Not having our washing machine for months is wrong with no end in sight. And this is after not having our refrigerator for months three different times (and who needs one of those during Thanksgiving, Christmas and beyond right?). We have now taken multiple days off work for the service team to come out only to find they did not have what they needed. There are thousands of people who are having the same experience.

It took multiple calls to reschedule as this was now an active claim. One person from Sears was trying to deny the claim by telling us the type of refrigerator and freezer that we owned was not covered by Sears. Even though the person who sold my wife the plan was physically in our kitchen telling us everything we had was covered. She had my wife in tears since this had taken up a great deal of her time already and she was getting nowhere. I got on the phone and reiterated that we were only trying to reschedule an appointment that had already been set up - that THEY had canceled. I finally got a reschedule and gave them all the appliance make/model info they requested.

I stayed home from work this time only to have a guy come out from Sears who told me that he cannot work on our claim because the refrigerator/freezer was Electrolux, which he's not licensed to work on. They would need to get a Third Party repair company to come out and do the work. I told him I didn't understand since I had given Sears the manufacturer make/model information in advance. He said they did not pass the info on to him.

I took another round of multiple calls to get Sears to send a Third Party out. I spoke to this company on the phone in advance and told them everything I knew. He came out with a replacement ice maker and installed it. This did not solve the problem - still no ice. This company then deduced (without doing any diagnostics) that it must be a clogged filter box, which is NOT covered by warranty. They reported this opinion to Sears.

I had a separate company come out to look at it. Turns out it was a leaky evaporator coil, not a clogged filter box. The evaporator coil IS covered by warranty. I called Sears two more times. Each time they said I would get a call back from a Case Manager, but they never returned the calls. I called back a third time, got a Case Manager on the phone, only to be told I'd need to call back again later.

Six weeks have passed and I estimate that my wife and I have made 18 phone calls to try to get this resolved. We've stayed home from work for appointments on 5 different occasions. Still no functioning ice maker. I've concluded that Sears is deliberately stonewalling to avoid servicing a legitimate claim. I told them they were in breach of contract and that I was going to hire someone to fix it for us and sue them in small claims court for all costs I've incurred. I'm in the process of doing this now.

I honestly cannot believe what a miserable experience this has been. Their automated phone system is terrible and sends you to the wrong departments when you state what you need. Each call is like a 20 to 40 minute commitment due to cycling through the automated system, waiting for a live person, waiting for them to review your claim, then waiting for a Case Manager to come on and adjudicate things. Sears' actions seem to be like a shady insurance company that collects your premium, but then tries to find ways to resist providing any service hoping you'll just go away. It has been a tremendously frustrating runaround from start to finish that has wasted so much time and money. Just awful.

Then after staying home waiting I find an email timed noon while I was waiting that they had to cancel and I should call and reschedule. I can see an appointment for Thursday afternoon so I try to reschedule. The system won't reschedule so I call. They can't do anything after 45 minutes but put me on the schedule for Wednesday the 25th! Yes two days later than my original appointment. So I ask them to cancel the new appointment and put me back on the 23rd schedule. No they can't cancel appointments! Yet they canceled me and didn't bother to call me just send an email. Well I say just send an email to some other poor customer and fix my washing machine. I will look around for another repair service and warranty in the future. Assuming I haven't had a heart attack dealing with this one. For the record the technicians seems very nice and extremely frustrated with the SEARS system.

I explained I was not present on the delivery day but they kept saying it was beyond the 3 days and I was stuck with the damaged refrigerator. I then talked to the manager and got the exact same response. I have bought many appliances and other items over the years at Sears but will never purchase anything there again after this experience. So I bought a brand new refrigerator that is damaged and Sears has refused to correct the issue which was 100% out of my control. And at no point during any of this was I explained about this 3 day satisfaction policy. Never again will I deal with Sears.

It is absolutely a nightmare experience dealing with the sears home warranty. I have been tossed around among the customer service reps and feel that is a thick wall to move through to the right place to get things done. Each time I call, they told me they escalate my case and trey are doing research. Our property AC broke and it in hot close to 100 degree south Florida with young children. They escalated my case to medical emergence level yet still no progress. Last year, our dryer broke and it took them over a month since they ordered the part and they still did not get it. It has been terrible terrible frustrating experience with Sears Home Warranty.

Updated on 07/27/2018: This is an update on my continuing experience with The Sears Home Warranty. Over a month ago my washer was determined unrepairable and needed replacement. I waited and waited to hear from Sears about the replacement - nothing. Tried to contact them. I was sent through department after department, half of the connections were inaudible. Hours spent going in circles with this dysfunctional system. Finally I was contacted with a single choice washer replacement. I accepted. Tried to contact them again on their schedule for delivery - same experience with the phone system. Eventually the washer showed up unannounced and was dropped off in the field next to the house. I tried to contact Sears Home Warranty again to find out when a service person could install it (their service representatives are required to install the appliance to maintain the warranty). Same nightmare with the phone system.

Finally got an e-mail address to contact. Contacted them and got an installations date. On the installation date I wasn't able to be at the house. I didn't want to change the date in fear I would have to go back into the system. So I hired a person to be at my home. The day of the supposed delivery the serviceman called to say he was running late. He was questioned on whether he had the correct delivery location. That was confirmed.

The service person didn't show. We called his number and he said he had been lost for 3 hours and was in a different town. GPS? He had our number? Now I am told by Sears that it will be another 2 weeks before they can send someone out. I am at the point that I would rather install it myself and forget voiding the warranty. If something goes wrong with it I'd rather pay out of pocket versus dealing with Sears. The worst customer experience, by far, I have ever experienced. I STRONGLY recommend that if you are looking for a Home Warranty that you avoid Sears. This company is a disaster when it comes to customer service. I wouldn't even give them one star.

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.

Updated on 07/19/2018: I am still waiting for a supervisor to call me back from Sears Home Warranty services. I was told that their process is to create a ticket for a call back request (I ask for the ticket number and they do not have numbers to them.) within 48 hours. I told her that I don't trust anyone to call me back because I have been dealing with this unprofessional company since May 25th. It is now, July 19th. Sure enough, my 48 hour window passed and no phone call. I called them back, (waited on hold, was transferred twice) and requested to be transferred to a supervisor and they would not transfer me. They did advise that I would need to open a ticket. "I have a ticket, open. No phone call."

I asked to open a different issue ticket regarding the gap in their call back process. She told me that I cannot open another ticket until the other is resolved. I asked her when should expect a phone call from a supervisor, she said 48 hours from when the ticket was opened. I told her that my ticket is 96 hours old and have not received a phone call. I then told her, that I would wait on the line with her until she finds me a supervisor to talk to. This second level, customer service rep. told me that she will only wait for two minutes on the line and will drop me after two minutes. I laughed and told her that I have been waiting for someone to service me since May, she can give me more than two minutes. She said no. So, I am waiting for Sears Home Warranty Service to not call me back. GIST of my rant: DO NOT BUY this service product if you would like to receive a service.

"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.

Updated on 08/24/2018: Sears does not do structural repairs. The complaint rep told me this on 7/27/18. No one mentioned that when I was asking questions about the removal and repair of my floor in January or when the word "repair" was placed in the revised contract in January 2018. No mention that Sears does not do structural repairs in March when the floor was installed. The lack of repair is most certainly why the floor started cracking in June. Of course, now that a real repair is required, Sears does not do structural repairs. If I had known that I would have hired someone that does structural repairs. They have offered to come over and glue/caulk the cracks. The floor is most likely sinking and was not fully repaired.

It is now sinking under the weight of ceramic tile. Sears can't fix it or give me any assurance of safety because Sears doesn't do structural repairs. One pipe is already leaking and barely connected, most likely due to the sinking floor. Many phone calls between 6/21/18 and 8/24/18 and the issue is still not resolved. Most calls after 7/27/18 were me leaving messages and getting no response. Now no one is returning calls regarding my refund. I did receive a call from a random person wanting to come by to show me counter samples. But no calls or response regarding this failure to disclose or my refund. Run, don't walk, run away from Sears.

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.

SO now it's June 25th. THEY haven't even got the part to do the next repair (COMPRESSOR REPLACEMENT) IT'S ON BACKORDER! GREAT. Still no ice for these hot summer days! My advice do not buy appliances from Sears ever again! These warranties they offer are a ripoff... And they do not care about their customers. They do not stand by their product quality. I have spent hrs on the phone pleading w/Sears for a replacement since April... but still no cold food, ice etc. My family is so disgusted... Do not buy from Sears... The once favorite family store has become a store with the worst customer care!!!

Sears denied the claim the end of the week, never called. They said it was out of freon and not a mechanical failure. The compressor blew and leaked out the freon. They said possibly due to lightning which it was not. They then stated it would not cover because it had to be in working condition on the day the warranty took place. It worked all time up until it took place and then was working the day it took place but then for some reason failed. I was recommended Sears and they took 2 payments for my service. They said they would push it out another month. They are horrible to do business with and I would never recommend them! 2 appliances (Kenmore) have failed which I paid to fix myself. Do not do business with them ever!!!

We waited and the day of the visit the tech never called us. Drove up to the house and left. We had a full house waiting for the repair guys. He wrote in his notes that we were not home. We called them right away, they had the wrong number, and in addition, they requested him to come back. We were scheduled for a 5pm appointment that same day. The repair person never showed up or canceled the appointment. I am still paying 2,300.00 for this riding mower that is broken and I am unable to use it. I was told I now have to wait a month for a technician to come out again. Meanwhile our grass is to our knees.

A month later then they said was suppose to be 3 days the most 5. Sent unprofessional people to work at my house that was cursing how hot it was. They worked an hour, had to leave for personal reasons, left my bathroom leaking. Tell me how do you make this better and still want to charge me top dollar for a job they hired or subcontractor to handymen and now after all these months they show up wanting to fix this mess at the same top rated Money, I have been pay the Sears charge just not to mess my credit up hoping a decent employ would come and make this right. And by the way I can’t interrupt with Pete’s kids games so I have to take off work to meet with these crooks. This is the worst company I ever dealt with.

Original Review: June 21, 2018

This complaint is in regards to order **. My wife and I ordered this refrigerator online requesting a left opening refrigerator on March 20th. The order was delivered on 3/24/2018. When delivered it was not a left opening as requested so did not work in our space. We called and sat on hold for over an hour with your so called customer service department. They scheduled for a technician to come out a week later to fix your mistake. The technician showed up a week later and changed the door.

Shortly after deliver we noticed that the refrigerator was freezing food on the bottom shelf of the refrigerator and getting ice buildup in the freezer. The instruction manual states set to 4 by default. This is where it was set. We adjusted down to 3 and the problem did not go away. After a week of this we adjusted down to 2. Within 24 hours the refrigerator was room temperature and food was spoiling. We adjusted back to 3 and issue of freezing persisted. My wife contacted customer service who stated the door probably wasn't shut all the way. Make sure it is shut and give it a couple weeks to see if the issue persists. We did and the issue continued.

My wife sat on hold AGAIN for your customer service to get an appointment for well over an hour during her lunch break at work. Was hung up on during your on hold music 2 times. Finally reached a rep who told her the next appointment for a Saturday when we would be home was several weeks out. My wife booked the appointment. We are now out to June and hundreds of dollars in lost food, time, and patience.

June 2nd between 8:00 am and 12:00 PM was scheduled appointment time. At 10:00 having not heard from Sears anything. My wife called and waited 30 minutes on your customer service line. My wife spoke to a Supervisor who stated that a technician called in sick so no one would be coming. Through a lot of back and forth we learned that Sears has no protocol in place if a technician calls in sick and it is the customer who suffers for it. My wife requested a Manager and was told "Managers don't take calls. I am the highest you can go." from the supervisor whose solution was we should schedule a new appointment and the next available Saturday was several weeks away.

When told that this is very poor customer service and the cost and expense on a new fridge this is impacting us. My wife was told, "I am sorry but there is nothing I can do." My wife was then told by your customer service that a Manager will call her back Monday between 8:00 am and 10:00 am to work this out. My wife waited until 10:30 when she had to leave for work. Received no call. When she called in, she was told that there was no call scheduled in the notes of our account. My wife spent her 2 breaks and her lunch period while at work that day calling your customer service where she was hung up on 2 times, and placed on hold for 20 minutes on the third call and the rep never came back to the phone.

I then called that evening. My first call I waited 20 minutes, then heard the live pick up and after 5 seconds was disconnected. I called back and got a recording that the department was now closed. I called a 2 more times and then got through to a representative named Ethan. I explained to him the Customer service issue Sears seems to have. That we were not going to miss time from work due to Sears faulty equipment and since we have incurred injury from the cost of lost food, and time because Sears just doesn't show up for appointments. We either require the next Saturday appointment or an appointment after 6:00 when I can be home.

Ethan stated all he could do is book a 6:00 PM appointment on the next Thursday. We booked the appointment. At 4:00 I get a text that the technician is on his way. I message back that that is not what was agreed upon. No response. The technician showed up at my home at 4:30 (I had to leave my employment and rush home to try and be there costing me revenue for Sears poor customer service, poor equipment, and false statements) and just got there as the technician arrived. He told me that they don't do 6:00 appointments.

He then told me this lemon of a Sears product I bought has a faulty insulation ring around the door so he has to order a new one. The motor isn't kicking on because the release valve is frozen which he moved around until it kicked on and the reason the refrigerator is freezing food is because I am placing the food in the middle of the refrigerator in the path of the air flow which will cause it to freeze. If I want it to not freeze, I should push it to the sides (reducing the fridge capacity to half.

I called Sears customer service about the dishonest time expectation set, after being on hold 45 minutes, I was transferred to service. The representative asked if she could research the issue and hung up on me AGAIN. I am looking for some customer service from Sears and a resolution or I will seek a resolution in a different forum. The Customer service is unacceptable, the apathetic attitude towards customer is ridiculous. And this equipment which I spent good money on is a lemon and I will not waste any more of my time, resources, nor expense on this. I understand that Sears is looking at a merger with Amazon, I don't think this publicity is going to improve that situation.

Updated on 06/21/2018: The supervisor called me back Julian and told me they are investigating that it will take another 7 to 10 days. This is fraud. They are hoping you forget so they can keep the money. That’s what it sounds to me. They don’t know who their CEO is. Well I will never make business with them again. Who needs business like that. Oh he also said I needed to show him that I was charged for the microwave. He called it confirmation. I told him I needed a confirmation that they refunded my money back to my credit card company.

Unfortunately. I was tight on funds and I would have lost about $200 if I asked them to take it back. So I thought I'd just get used to it. That has not been the case. Fast forward two years and I now have lower back pain that I need to see a chiropractor about. The mattress is the same as the day it was delivered. It has NO support and gets extremely hot. If this was the mattress they had in the showroom I never would have bought it. I'm pretty sure the one they sent me had been heavily used. I'm very dissatisfied and will never buy ANYTHING from SEARS again!

In other words only the Furnace is covered parts and labor for 7 years. The AC only included parts. The 2 preventative maintenance checks are only for the furnace for 7 years. Nothing for the AC. People I was mislead. Please learn from my mistakes. If you sign a contract with Sears make the salesperson show you in the contract and they offer you a protect agreement make the salesperson show you in the contract where it states that both your Furnace and AC will be covered for however many years both parts and labor.

I told them that I was counting on them to fix the leak, they sold me the shingles, and they did the installation, and the leak was occurring during the warranty period, and they clearly didn't fix the problem. SEARS REPLY: GO FISH. I begged them to come and fix the leak, insofar as I had done my part, paid the bill, and reported the leaks. This is the kind of bad service, that should cause Sears to simply go out of business, as they no longer deserve the good reputation, that they once had. Consolidating all of the liability with Sears, buying their shingles, and having them install the shingles, just didn't matter one little bit, Jeez. MY RECOMMENDATION: FILE FOR BANKRUPTCY AND DO US ALL A BIG FAVOR!!!

Finally today on the website I see this "Items with Store Pickup Orders with store pickup can be canceled at any time in your online order center or by calling the store you selected for store pickup or with customer service at 1-800-349-4358." I posted this on the "Chat" to try to cancel and finally they say it's concealed but would not give me any confirmation number!!?? So now I wait again. I loved Sears but something is wrong with this company. No customer care anymore!!! I WILL NOT SHOP THEM ANYMORE. NOW DAYS I CAN AND WILL SHOP ELSEWHERE.

I had paid for expedited service so that we could receive the part right away. The part would have come by June 19 and now would not come until the regular shipping date of June 27. I requested that the expedited shipping charges be removed. The deduction of the bill had not been debited yet from my account. The chat person stated they had to create a new order and cancel the other. So he supposedly did this. It ends up he canceled the new order and kept the old order. Sears tried to double charge for both amounts. One amount went through and the other my bank called and asked if I wanted that to go through and I promptly said no. The amount that went through was for the bill less the expedited shipping charge.

I never did receive the confirmation email. I called customer service. I requested a supervisor. The customer service department refused to give me a supervisor. After being on hold for almost a half hour for a representative, the representative informed me that the second order had been canceled which was the amount deducted from my account. I stated that the second order was the one that went through and the old order with the extra charge also tried to go through but I turned it down at my bank. There was no way this guy was going to get this straightened out. My money would be tied up for 3-5 days. They wanted me to pay another price for the original amount due to the fact that this order was still pending.

After an hour of discussion, the customer service representative switches me to a supervisor. I had to explain everything all over again. She stated she had to communicate with corporate and get back to me that same day. Waited here all day and no one called. When I called again it was another round of waiting for help. Then another round of wanting to speak with the same supervisor. I told them we needed this part right away and there was not enough money in the account to have another amount deducted. The part was a mower deck for a rider for a church cemetery with over 800 tombstones. Normally the part would have been around $800 and Sears had it for $224. Trying to get this corrected was a nightmare and I surely was not going to give them another $200 when they could not get the first mess straightened out.

I had started this order at 7 am and ended the order at 5 pm the same day. I was also told that the item had not been back ordered and they didn't know why I was told that. Near the end of the day when I spoke with the original supervisor, she claimed she was waiting for corporate to answer her email to see what they could do about the situation. I said, "Well call them, we really need this part ASAP." She said she could not call them because they don't have the number for corporate. All I wanted them to do was to put the money they deducted from my account and put it towards the bill that was not canceled and then deduct the difference in shipping costs because the invoice they kept had the expedited shipping charge on it. Since the order had not been canceled as I was told due to the backorder claim the original was still intact. OMG talk about a nightmare.

I called corporate and spoke with a manager of their customer service department. She stated they could fix this and for me to call their Parts Direct customer service department. I said, "Oh no, I will hang on and you call them." So she did, and everything she promised would be fixed went back to being the way it was and they wanted to deduct another $200 from my account.

A whole day wasted with this pathetic company. No one knew how to handle an order. My account was screwed up due to the incompetence of the chat person, supervisor, and corporate. These people couldn't even do simple math. They could not straighten out the order that they originally screwed up and my $200 is now tied up for 3-5 days with no way of ordering another part. Customer service is the key to the success of any business but when a company has incompetent people from the corporate office down, that company will not exist much longer. Sears has destroyed its reputation by poor service, poor quality, and poor customer resolutions.

I have explain them that I am a cancer patient and cannot be without a refrigerator. They did not care. This second time all my floor was ruined. They also did not care. Customer Service escalation goes by a script that they read and will not do more than that. I have cried on the phone because my floors were ruined and I don't have money to buy a new refrigerator. How can I fix my floors now. I have beg them to replace my refrigerator and they just won't. What can I do? Any advice.

I get the contract in the mail and it says there is not only $49.99/mo but EACH call has a service fee of 75$!!! PLUS it says 24 hrs. LOL NO ONE IS THERE! It’s 9:30p!!! THIS service fee was not told to us, not on the phone, not in person, This is called a bait and switch and highly illegal, people sue for this. Tomorrow I am calling the states attorney’s office and my attorney. The BBB will be contacted as well. Sears you cannot DO this to people. LIE to them and just charge what you want per month! I was told my first service call had a ONE TIME 80$ fee, and that was it. You lost out, I was about to restock all appliances too!

One is duct taped together and the ones in the freezer are now broken. The last straw for me was when the front of the lunch meat drawer broke off. So I called the Kenmore line to complain. Apparently when everything breaks multiple times in some cases they don't care if it is out of warranty. I would understand that if it were one or two things but all the plastic parts keep breaking and some multiple times. That is why I chose to write this review.

The technicians told us they tried multiple things and they can't get the washer to drain. They said they had seen this before and that there were issues with the tubs. Their protocol was that they had to at least order another tub (now the second tub) before they left. They also said that they would call their supervisor in the morning with the recommendation that the washing machine be replaced. They also instructed us to call Customer Care to let them know what was happening. I called Customer Care this morning... They told me that they don't have a record of four visits.

This really is a legal issue. It's a contract in which Sears is not holding up to their responsibilities to their customers. We customers are paying for this service and it's not cheap! Customers are definitely at the mercy of Sears. I've filed complaints with the Sears corporate office, filed a complaint with our local tv news station (they returned my call) and just sent in a complaint to the PA State Attorney General. My fear is that I'm going to have to replace my washing machine and not get a refund for the service agreement. I'd really like to see and be a part of some sort of class action suit against Sears.

I called numerous times, literally 2-3 times a week and got the same response every time, "It's in research". Finally I was transferred to "case management", this person apologized and said it NEVER made it to research. They requested pictures of the range, I sent those pictures on June 1st and was told this morning there is still no answer nor an update. April 24th I had a technician here and it is now June 11th, I have no results nor have I received any of my money back. They will take your money and not provide the service you pay for. Please do not pay for this!

The day after we bought it online, a lady from the Santa Ana store called us to verify that they had received our order and wanted to let us know there was one scratch at the top of the unit. We were fine with that. She said it was shipped out within the next couple days and we would get a call from Pilot Freight Service for an exact delivery date after they pick it up from Sears. That was April 22nd and it's now June 11th and we have never received the cook top. We've called and emailed the Sears Outlet Customer Service Dept, the Santa Ana Store, and Pilot Freight Service. No one has any answers and we just get the run around. Every email or phone call they say "please wait another 2-3 days or 5-7 days for us to research."

Pilot Freight says they have gone to the Sears store to pick it up and it's not there. So... we suspect either someone stole the unit or they sold it to someone else by mistake. We now have a nice lovely hole cut out in our new counter top to the specification of this Jenn-Air Cook Top and have been without a stove for 9 weeks. We have no idea what else to do but file a legal claim to get our $1325 back. There are thousands of complaints about Sears Outlet. Ridiculous... how can they even still operating a business like this? This customer service is totally unacceptable these days.

I then called Sears again and they go Jay Jay on the phone and rescheduled the appointment for the next day. Again no one showed or called. I called Sears again and they said they would refer my claim to another department that would reschedule an appointment. Weeks go by no call. I called again to cancel but was talked into having me give them some names of contractors in my area. I called again and they tried to talk me into a program where I schedule and pay for the service and they would reimburse me. By now I have enough of the runaround and just want to cancel and get my money back.

I've paid $489.93 for this nonexistent service and can only give $89.00 back. I've paid $139.98 to them during this process of trying to get this service. I've always had good service and products from Sears but this is just not right. I'm waiting for a call back from someone at Sears in a position to make this right, but I won't hold my breath.

The contractor from HVAC finally reach out to me to come and repair it. This time the repairmen told me that my Freon was leaking out and it need to be fix and he would contact Sears to call me about the issues. But I never received a call from Sears about my installation problems. Again my air condition still not fixed proper having the same issues not cooling as it should. Called Sears again for the third time for a repairmen to come and fix the problem. Was transfer from department to department before I could get a scheduled appointment. I also needed my yearly maintenance done as well. I called the day before to confirmed my appointment but Sears had no record of me ever calling to schedule an appointment for May 31, 2018 as they said they would call me to confirm my appointment. But never did.

I finally was transferred to someone name Jeff. I explained my situation of my air conditioning not cooling as it should and I needed my yearly inspection. Jeff explained to me that I had need to get a part to fix it. I explained to him it wasn't my place to buy any part for a brand new unit. Then he said he would call to see what happen and call me back. Then I received a call from Sears Tech Lee stating he would be coming out to check my unit. In his findings he found that it was never proper install and the unit is leaking Freon and my heat and cooling are mixing together. The contractors did not cover up a hole in which the pipe run down to the floor of the unit that should have cover up. I spoke to Jeff about the issue and he stated that I would have to pay for this and it cost me $800 to fix. I told Jeff from Sears that I don't I should have to pay anything for a brand new air conditioner.

He said that he would speak to his general manager about it. I also, spoke with the contractor HVAC Sammy and told them I need someone to come and repair the problem that was found by one of Sears Technician Lee that they did not install the unit installation correctly. My unit is leaking Freon and the pipe filter is not install correctly and I need a new part to be put in to keep the Freon from leaking. HVAC [Sammy] says they will not repair or fix anything without Sears giving them a work order or money to fix the problem. I spoke to Jeff again from Sears about HVAC needing a work order and money to fix this installation problem. Jeff stated he would talk to the general manager about this issue.

They seem to be playing the blame game of who should fix the installation problem for my air conditioner to cool proper. I feel that Sears and their contractor have lied to me from the beginning when I first had them to come out to repair the cooling problem. They have giving me the runaround about fixing what really was mess up in the beginning from the contractors not proper installing the unit correctly in the beginning. What I would like to see done or happen for me is that Sears and their contractor workers take ownership and reinstall my unit correctly so that my unit will not leak the Freon out and the system running proper and not mixing cool and hot air together. Whatever part need replace have it replace to no cost to me.

As stated by Sears they have a one year warranty put in place on installation. I am currently under warranty and it states that if the workmanship of any Sears arranged installation proves faulty within one year after the completion of installation, then upon notice from you meaning me Sears will cause such faults to be corrected by repair at no additional cost to you meaning me. I would like to use my warranty that gives me the legal rights to have this problem fix and resolve by the Sears the company and contract workers. I'm including some images. One photo shows the hole that needs to be complete. The other one shows the installation sticking out and the other side of where the hole is and the Freon leaks out.

I finally pay difference, order new washer online, a week late coming. Must pick/up new one from Sears. All signs at merchant pickup and one door promise GUARANTEED 5 minutes to bring to vehicle after signing to web or calling. I’m disabled and in wheelchair. Called 4 times. Left messages, will not call back. I had email telling to pick up item. 57 minutes later I'm still waiting. Another person going offered to help and brought my item out. 5 minutes guarantee? Sears tells me that 5 minutes is not real, just a play on words. I've never heard the word guarantee is a play on words. Sear again refuses to honor!!! And Sears wonder why business I’d failing???

Today, the situation was risen to EMERGENCY STATUS, due to the need to refrigerate some medications. Not a single call. I have likely spent 6 hours on hold this week, never a solution. On many of the calls I was told that the Research Department was investigating the model number for a replacement. I have a built in unit with a trim kit. There is only one model (one Frigidaire and a Whirlpool) that fits the trim kit. There is nothing to research. The last call was from corporate, but they could not help me today. The replacement I have been waiting for may now be a discount off a new one, a complete 180 from what I have been told for 2 weeks.

I did not know there was a single organization in the USA that could treat you like this. They push you to buy a warranty and then blow you off if there is a claim. I'm not sure what avenue to take. Even today when I got ticked I called and asked to speak to someone in billing. After waiting for a long time to be connected I finally got someone in billing and told her I want refunded the $240 I spent for the compressor replacement (total was $740 but I only had to pay the amount over $500 if I bought the warranty) and the $50 monthly warranty fee I paid. This rude person told me I would receive no refund and instead would have to pay $75 for the last technician visit. She asked me if I would continue the warranty if they provided the replacement. I said, "Yes, that is all I wanted." She connected me to a John who would take care of the situation. John hung up on me. I was not able to get the billing department back on the phone.

Customer Experience & Integrated Retail and receive a call back from 'Lindsay'. Lindsay was dry and said no refund because the service was done. She also said Sears charge a convenience fee that's why the part was more. CONVENIENCE--- the part was delivered to my house in the tornado we recently had in NY. Now I am pissed. Now I know why they are going out of business!!!

One gentleman was assigned the job. He told me, he did not realize the job was so big. He employed two other gentlemen to help occasionally. They had little to no experience in vinyl siding, I was told by another Sears employee who was a relative of one of the workers. As I had said, our home was three stories, and one of the additional workers was terrified of heights. We witnessed his fear as I watched one day. Hours/days of work. Most weeks, the workers came 3, sometimes 4 days. They started sometime around 11:00 AM and ended by 3:00 PM. Often, worker(s) would just not show up. At times, we were told, that the main person hired for the job, had appointments in court, and he could not come.

Materials - We were written up by Panama City Beach Code enforcement division for "unruly trash and excess garbage at a work site." Trash was left everywhere in our yard daily. I would come home and pick up the very long nails that were left all over the deck, our driveway, our back and front yard, and our flower beds. There is still nails in all three of our decks. We ended up having to move a lot of the materials into our backyard. I picked up trash daily that was dropped in our flower beds. The workers seemed undeterred by the mess they left daily.

One of their tools was dropped from the scaffolding onto our air conditioner outside. Exchange switch was hit. We received an electric bill of $480.00 the following month. We had to pay an additional $180.00 bill to Peaden to figure out why our electric bill had been so high. He has pictures of the unit switch, scaffolding, and damage. Our air conditioning exhaust pipe, which runs the entire height of the house, was broken off. We noticed flooding on our top floor, and discovered that a pipe had been broken. Instead of notifying us of the broken pipe, the workers put the broken pipe back into the wall and vinyled around it. Due to the excessive use of long nails, we were told by another company, that it was likely, we had additional punctures throughout the home and more specifically this pipe. We have water damage inside of the house because of this. We have pictures.

We took time off of work to discuss issues with the worker(s) or to see if they were coming, as many days, they just did not show up. For example: When I, Theresa, came home from work, I noticed rotten wood on an exposed wall. The next day the wall had been vinyled over. When I asked the worker if he had replaced the rotten wood, he acted surprised. The rotten wood was a good 5 foot by 3 foot area. I asked him to remove the vinyl and inspect the wood behind it, which he did. He ended up removing a large portion of the vinyl, fixing the wood behind it, and then reinstalled the vinyl. What if we had not noticed that? The rotten wood would not have been replaced. So my question is, are there any other portions of our home with rotten wood, which was covered over by the vinyl.

One of the windows on our lower deck had water coming out of several areas during a big rain two weeks ago. Water went down our walls and onto the carpet. We can only conclude that this was from the workers using the long nails around the window and busting the seal. We have fairly new fencing that was broken or damaged. Our garage door opener works sometimes and not other times. A door on the bottom deck was installed incorrectly and my husband had to reinstall it. The door handle and the lock of the door was put on incorrectly by the workers. None of the windows have been sealed. I was told that this was part of the install. Busted railings on the decks. Smell of urine in the back corner of our yard, which we can only assume was from the 5 months of worker(s).

*My husband was told that he had to sign the completion form from Sears to get the other issues taken care of. We have had to take time off of work, to come back and check on work being done at the house and to see if workers were even showing up. This whole process has been exhausting and continues to be frustrating. We have requested someone other than a Sears employee come to the home who is certified in vinyl installation to inspect the job, as we do not feel comfortable with the Sears employees and reasons for distrust that we have already encountered. At this time, I would not recommend Sears for any home vinyl installation. Thank you.

I finally went online, only to find out that the part, a Whirlpool product, is in stock, and that delivery takes about 2 days. Therefore, if you don't have a service agreement, don't get one from Sears, and don't buy any appliances there either. If you do, you are likely to have a big problem. At this point, I seriously question whether Sears will honor my service agreement before they will go out of business entirely.

We have been stuck at the "Purchasing" phase for 1 month now. I still do not know if they have purchased our fridge. I am in my second "Escalation". Again, CCHS is the call center, they are the ones you will be dealing with. Try this out... Call 1-800-474-4047 (CCHS) and ask them to speak to their immediate supervisor. They will not because they do not have one. If you are dealing with an issue and they promise you something, ask for it in writing. They will not do this either. They tell me that everything is recorded and notes are taken. Ask them for a recording and/or their notes for confirmation, they will not.

I realize this is a first world issue and I am blessed to "have". However, when I purchase goods and services, I have certain expectations and this feels like a scam to me! There are so many levels to their service and there is no central source of accountability. I have not been able to reach "Sears" to discuss this with them because all communications go through CCHS. I will keep trying... Finally, I feel for CCHS workers. They are in the dark with regards to what is happening. Most (not all) are nice but have no useful information.

Delivery was scheduled for today. We took everything from the old fridge and put it on ice in the tub. Delivery guys show up more or less on time, but one immediately tells me he doesn't have time to take the old fridge, and we need to reschedule. I tell him it's gotta go, I paid for haul away. He makes a show of looking it over and tells me it's too heavy, pretends he can't pull it from the wall. I tell him to go fetch the new one, I'll take the doors off. He agrees and goes outside.

Few minutes later he comes back empty handed and tells me again it's too heavy. I tell him- bring the new one in, then at least see if you can move this. He goes outside, gets on the phone, he's telling a customer he's on the way. He gets inside, again without my fridge, as I've gotten the doors off and moved the damn thing myself, all 5' of me. Tell him to get the new fridge. He tells me I've wasted all his time removing the doors. (He's now been here twelve minutes and not once opened the truck doors.)

He gets back on the phone to get his dispatcher to tell me my fridge is too heavy. I tell *her* no sweat, bring the new one in! I'll drag it away myself. He grumps and goes back outside. Five minutes later, he's still on the phone. I go out to see what the holdup is... He takes off. Total elapsed time: 22 minutes, during which time he never got off the phone, opened the truck, or laid a hand on anything. Sears can't reschedule for two days, and since we disassembled the fridge, I have nowhere to put all the food we removed.

By the 5th phone call to Sears and speaking to their manager (FYI-all service calls are done outside of the United States) I was told I could purchase a service agreement for $299.99 for one year that will cover my service call and repair up to $500. Isn't that convenient for them. It is just madness dealing with these people, fortunately I kept calm, better for my health this way, but very frustrating. I am appalled that I have to pay twice for the same issue and have no choice but to purchase the service agreement for $299.99 again a second time. One thing for sure I will NEVER purchase another item from Sears again and you should not either, their products are defective and continue to cost you more money.

I gave them the information that they requested and was given a number to call. I called that number, and once again waited on hold, for an unreasonable amount of time before finally speaking with someone who told me that the recall number that I was calling was no longer valid. This was after spending several months attempting to get a RECALL part that causing their product to catch on fire! Then I was told that they would not send me the part, and that I would have to load up the compressor and wait for them to order the part and replace it for me, and then I'd have to drive 30 miles back to Sears after waiting who knows how long and load the compressor back up and take it home.

I was, and still am furious! I talked to a friend who said that he also had one of their compressors that was under recall for the shroud that causes fires, and he said that he just removed the shroud... So that's what I did also. I never did get a satisfactory resolution from Sears. But I did waste a lot of my time trying. Then, a couple weeks ago, the plastic handle on my Kenmore Elite dryer broke. I called Sears Parts Direct and ordered a new one online. $30.00 for a piece of injection-molded plastic, and $20.00 for expedited shipping. Several days AFTER placing the order, I received an email from Sears Parts Direct that said; "Due to a change in the product availability, the item(s) for order W590624 is(are) temporarily delayed. As soon as we have the estimated ship date, we’ll provide it to you. You can track your order at any time online here. We apologize for any inconvenience this may cause."

...So now I wasted money on expedited shipping, and have NO IDEA when, if ever, the part will be available. I should have been notified at the time of purchase that the part was back-ordered. Not several days after purchasing it, and paying for expedited shipping. I've been checking the order for three days now, and still no estimate of when it will be available. Once again; I'm furious with Sears, and will never purchase anything from them EVER again!

The parts arrived in about 3-4 days. We called him multiple times at the number he provided (his cell number) and he never answered or called back so we called the Sears 800 number. The lady kept insisting we did not have the parts yet. I kept telling her that I did have the parts that had been ordered. She refused to schedule the service until the following week because she said she needed to allow time for the parts to arrive - SHE WOULD NOT listen or cared what I was telling her. She told me the service was scheduled for Tuesday, 5/29 but when we called on 5/29 we were told the service was scheduled for 5/28 and that we had been called. NO ONE called or came by on 5/28 - we were here ALL day. Now it will be 6/10 before anyone can come out and I'm without a washer (since 5/14).

We were finally able to speak with the tech last night and he promised he would get our service routed for today. Did not hear back from him today, did not answer his phone and there's no record of his request in the system (what we were told). NOT ACCEPTABLE. I have canceled the service, will return the parts and expect a FULL refund. NOT our fault they did not do the repair as promised. I will NEVER recommend or use Sears again! This is first time I've received this kind of treatment and NO CUSTOMER service. No one that we spoke with CARED about the customer and they either don't understand English or DON'T care to provide the service that is promised. AWFUL!!!

Each time I ask for a refund for the appliances that I never received, I keep being told that I just have to reorder. Why would re-order a product that could not be installed. Some of the ridiculous excuses I received included that even though customer service told me they could see my order and what it was, if I could not give them the exact item number, I would have to go into the store, get the item number and call back to wait on hold again and speak with customer service in order to get a refund. I just want a refund. NEVER again will shop at Sears!

I also called Sears to come and service my oven range, washer & dryer, and icemaker from my fridge. They sent someone last December, and the person confirmed that touchpad on my range had to be replaced, some parts needed to be replaced for my dryer, so he wrote up the orders to get the parts. SIX MONTHS later, I have not heard from Sears. I called several times, switching me to different departments. Until the last person I called, said that the parts to order for my dryer is under investigation because they don't understand why it costs them money. It should not have been more than the price of a new dryer. But because it is taking them so many months to figure out why they need to order repair parts, my appliances are in limbo. It would basically be easier and cheaper for me to go repair them myself. STAY AWAY FROM SEARS!!!

We called again to see how dispatch was doing with our claim. Again, told that they had not found anyone and again Sears did not call me to tell me that. I asked that they expedite it faster. I called 3 days later and was told it was still in the hands of dispatch and could not find a professional to do this work. We were promised that Sears would provide a professional in a timely manner to do our preventive maintenance and emergency calls. But they have failed to do so. We have not placed a claim with Sears home warranty as we had no emergencies. How rude that they do not follow up with me about what they could not do. We want to have the full refund of the contract but Sears cannot be trusted to meet our needs or fulfill our claims.

Okay, so I then call back on 5/22/2018 and spoke to a third case manager located in the Philippines who stated that I was misinformed and has to wait 30 days instead of 21 days. At which point I asked to speak to a supervisor. The case manager took my phone number and stated that a supervisor will be calling me back within 2 hours. Well that 2 hours never came. I called Sears back again and explained that I was expecting a supervisor to call me. She stated that, "We are all case managers here and there are no supervisors." So actually I don’t know which case manager told me the correct information. It seem to me that they all lack knowledge of their Warranty process.

I am so disappointed in Sears Services. Bottom line is I don’t care for a new grill, I am fine with the parts. But the handling of the entire process was very, very poor on Sears' part. I will be canceling my Home Warranty Protection plan with Sears. And furthermore I will not be purchasing any products from Sears again. BUYERS BEWARE!!!

UPDATE ON 05/23/2018: The technician could attest that the freezer was working perfectly well because he emptied the ice box in the freezer which was full of ice. After he left, I noticed water leaking from the freezer. It was coming from the ice dispenser and then the fridge and freezer progressively got warm. I had to throw away all my food in fridge and freezer. This fridge has never broken down before. I have always trusted Sears appliances. I just got a washer and dryer from them about a month ago.

Sears resolution team sent me an email after I posted my first posting on this website and gave me a number to call. The email for Sears was a generic email. I called the number and the rep told me that I am still scheduled for June but if they have any openings they would call me.

I am still in a state of shock. Because I feel like I used my money to pay for this mess by an incompetent Sears technician. This is completely unacceptable and a shame on Sears. Their response to this is so wrong and unethical. This is an example of a big corporation like Sears taking advantage of a small helpless customer. I could not help but think the technical tinkered with the fridge so that I can buy a new one which is more business for Sears. I will take this issue up with Sears to the highest level because it is a rip off a customer who has trusted sears over the years.

He said we were outside the 1 year warranty from Samsung. He failed to mention that the 1 year was just the parts and labor warranty which covers more like outside damage, lid, electronic panel etc. So our ONLY option is to purchase their extended warranty BUT it would cover every appliance in our house even if the appliance wasn't purchased through Sears. $50 a month and you only have to pay a deductible if something were to break. Great! We sign up.

They then say it will take 10 days to get a repairman to come out. In the meantime we unplug it and see if it would reset. It starts working again so we cancel the appointment. 3 and a half weeks ago it starts again but this time it's worse. It won't even wash. Call Sears... And again 10 days for someone to come out. Of course that's not going to work with 6 people living here which we explained and they gave us one of their local repair shops info.

Called the local repair and they had a guy out in a few days. One of the inside components is broken and has to be ordered from Sears. Sears said it would take 5 business days pass, no part. Called Sears warranty and it hadn't even been put in their system to order. It finally came in on Friday, 8 business days after it was initially ordered from our local shop. The repair guy came this morning. Opened the box and the part is broken. It's going to be another 7 to 10 business days for the new part to come in and the local repair shop said they are really surprised that Sears even sent a new part that they usually send a remanufactured or off brand part.

The bigger issue is paying $50 a month for their services and not receiving good if any service at all. Once this is cleared up we will cancel their warranty and NEVER purchase another thing not even a sock from Sears!??? I also called Samsung this morning to inquire about their warranty and there is a 3 year warranty on stainless part 2 whatever that is, and a 10 year on the motor and major internal components. I feel Sears not only misrepresented their service but they misrepresented Samsung as well.

I asked why I couldn't pay for the difference, he said that he had to charge me for the new battery, but that I would receive a refund for the original amount, when I returned the original, non-working battery by UPS. He offered to send a return label by mail or email, since I was told that a refund could not be issued until the original battery was received by Sears, I chose to have a label emailed, since it would take 5 to 7 days to receive a label by mail. This is not my first bad experience with this, I have ordered blades for my lawn mower that are supposed to be pre-sharpened and they always send the blades unsharpened. This is my 3rd bad experience in less than a year. It is no wonder that Sears is closing stores. I don't have a receipt, due to the fact, the original and the second battery were purchased by a phone call and paid by debit card.

Meanwhile, the temperature in my home is at least 86 degrees each day when my son and I get in for the day. I also pay for an additional policy to cover the condo I own. I regret ever signing up for their services. This has been one of the worst customer service experiences I’ve ever had. I will most definitely start looking for another warranty company for both my homes if Sears does not make this right soon.

I told her I was going to call the news. She laughed and walk away so a co worker of hers Brain got close and ask what happen. I explain to him she saw us paying why she shut the gates. She was, "Well we close at 8pm." Shut me down. I told him I will put a complain and said, "Knock yourself out," with no care in the world. I felt discriminated. I am angry and upset because people shouldn't be treated that way in no shape or form. I left because I had no choice. Plus I had my kids and didn't see the need for them to see people treat me that way nor I act a way I will regret.

On the phone, I insisted that the bucket that was not dispensing ice needed to be fixed in addition to the water dispenser. To my amazement, he started cursing on the phone, gave the phone back to my mother and left the house. I got home thinking the problem was fixed. I called to inquire why the repairs were not done. Again, another surprise, the customer service that I called to inquire told me that the technician report he could not fix the refrigerator because there was no serial and model number. I asked to speak to the supervisor at around 8:49 or thereabouts, he was not listening to what I had to say, he kept saying there was nothing he could so since the technician reported there was no serial and model number.

Well, I have both the serial and model number: 012MRCJ07147. Model # 795.51319.012. I requested to my money refund my account fully for default. Again, Sears amazed me. They not only charge me for the initial fee but also for canceling the warranty. Please, people should not sign up for no warranty with sears, they are fraudulent. I wrote a complaint and till date no response.

It used to be, you call Sears, they send some guys out, they diagnose, fix the problem, it's either covered under warranty or you pay them and the work is guaranteed for X amount of days/months... The service rep frustrated me. I know customer service and in instances where one would expect her to be accommodating, all I kept hearing was "no, no, no, no..." I'm like, "All I want to hear is, Yes, we can send someone out, Yes he can fix the problem, Yes it will be covered under your warranty... Can you do that?"

The Service Rep goes, "No I'm trying to explain it to you so that you understand, we don't know if you live in a rural area, we don't know if we'll have the parts you need, we don't know if your claim will be approved..." I'm like, "So should I just call out a repair guy, have him fix the issue and then get reimbursed through the warranty?" Service Rep, "NO, if you go out on your own we will NOT reimburse you, if you stick with us we CANNOT guarantee, when or if your claim will even be approved..." I gave up. Concluded the call.

Had my Mom call back, because maybe it's me. Maybe I'm being impatient. All I heard was: "This will be a long convoluted process that may take days or even weeks to even process, because we have all kinds of RED tape set up to prolong this process, and once our claims department gets around to the process, their first priority is to find the loophole that will allow them to DENY your claim, which will likely be a long process. And if they don't deny the claim, we are going to pretend that we can't find the parts, to the KENMORE appliance that you bought from us and WE installed. Meanwhile we will continue to collect from you 69.99 a month. OH and btw, there will be a $100 deductible in order for us to start the convoluted circle the drain process."

My mom called, they were also trying to be DISCOURAGING to her! But she's a lot more wise to game than me. So she placated them with patience. Got a number to a place called NPM from the Service Rep to come out and assess their system. NPM called back the next day and said they couldn't get to us for 2 weeks and suggested calling Sears back, because they should recommend someone who can come sooner. BAck on the phone with Sears, now the Service Rep can't even find our policy number, so we gave her the CONTRACT NUMBER. Got the info of ANOTHER repair co. Who haven't called us back. I will regularly update through this process. I'm can afford a repairman. But here I am trying to utilize a warranty that I've been paying for that, get this, expires in July 2018. Given the other stories, I have confirmation that Sears is full of it and I will NOT recommend them and will warn EVERYBODY I know against them.

I paid him for doing the diagnostic and he tells me it will be approximately another $258.00 labor charges when he fixes it. Samsung shipped the parts to my house free of charge, but the tech was "too busy" to do the work for another 2 weeks. When he finally shows up to" fix" it, he charges me $503.00 and tells me not to put food in it for 24 hrs??? It never even got cold. I called to complain, and they scheduled a tech for another week later, but they never showed up! I would NOT recommend them to anyone!

So at this point I would have to keep finding contractors myself and hoping their cost would be approved by Sears... After 5 weeks without heat and air I cancelled Sears (they are sending me a bill, lol) and I got the problem fixed myself. DO NOT GET THIS HOME WARRANTY... THEY WILL JACK YOU AROUND SO THAT it is so difficult to get anything done so as to dissuade you from wanting make claims. So my very first and only claim with this home warranty was a miserable experience, I was lied to several times, put on hold for long duration's and received some of the WORST customer service I have EVER experienced.

Sears deceptively tried to charge me for parts that were not even broke but must be removed to access the transmission. Then when I confronted the hostile service department they did not want to bear the cost and said they would replace the whole machine. Next problem is that it took four (4) weeks to deliver a machine to my house. I do not want this kind of service EVER AGAIN. Tried to cancel and they would not cancel and required me to continue paying them for the next YEAR. Rudely they reminded me that THEY just gave me a New machine. DO NOT BUY ANYTHING FROM SEARS. VERY POOR SERVICE!

He has to call supervisor of this issue and comes to find out it's not the lamp but it's a bad switch and they have to order it, which technician ordered 2 new ones. I received call from repairs on 4/28 and they scheduled me for service on 4/30. Technician comes and replaces switch and TV still not working and that he needs to have another tech to come out to see if they could replace 2nd switch as he couldn't get to where it was located and technician didn't want to damage TV. My new appointment for this new tech to come out would be 5/2.

On 5/1 getting numerous calls from repair that I needed to reschedule my appointment as parts had to be ordered which I informed them there's no need for parts to be ordered. Only waiting for another technician to come out to insert the 2nd switch. I called technician to find out what was going on. He said he would call his routing supervisor to find out because he didn't order any parts, few minutes later technician calls and informs me that he would still be out with another technician on 5/2. Later received call from repairs letting me know he couldn't come out as original tech had switch with him but he would be out on 5/3.

On 5/3 getting numerous calls from repair stating I needed to call to reschedule my appointment, at this point I'm so frustrated with getting a run around with repairs telling me that there was no available tech or more parts have to be ordered. I call and ask to speak with a supervisor and that I wanted to cancel my service agreements and that I wanted a refund back since I paid for an extended warranty till 2019 and that all this trouble having my TV fixed. She said she was sorry for all the trouble that I was having and she talked me into giving them another chance. She informed me of my new service appointment would be on 5/11. Lo and behold I received numerous calls from repairs on 5/5 to call them to reschedule my appointment. I'm done with Sears and their service department.

I requested right then to cancel the order which I was told it was canceled and would receive a refund in 2 days. Now it's 9 days later no refund. When I call I'm told, "It's processing." This is a bunch of crap. It doesn't take 9 days and counting. Oh and every time I call they have my phone number and email incorrect no matter how many times I give it to them. I want my money now! Why can't I talk to someone in the states??? Sears get your act together. You have list me as a customer.

In addition, the Sears service technicians are hit and miss as to their expertise. For example, one technician was convinced that the coolant pipe leak was occurring in the copper pipe that runs between the handler and the heat pump, not in the air handler's coils. The copper pipes, of course, would not be covered by Sears warranty. Fortunately I contacted another repair service that stated the leak likely was not coming from the copper pipes but that I should insist Sears run a second compression test. When another Sears technician came out he ran that test and identified the leak - in the air handler's coil unit - and replaced it. I am currently seeing if Sears will reimburse me for my repair expenses and/or would be willing to replace this unit with another unit. Even though it is not new, it is also not that old and the issues described above occurred within 3 years of installation.

The tech order it Again for fifth time and there were 3 tech trying to repair my refrigerator with wrong control board. They couldn’t do it so they ordered another part. When I received it the wrong one again after a month and the refrigerator stopped completely. I lost all my food and I kept calling and complaining. I didn’t get nowhere so I decided to cancel my warranty and Sears service then I fix it by my self by sending the control board to Circuit Board Medics. Excellent service and repair for $99 plus FedEx shipping And now refrigerator works better than before. Thanks to Circuit Board Medics. Never ever call Sears for repair.

The woman finally said I could hire a plumber and get reimbursed. So I did hire one of the few plumbers in our town. The repair was made after he spent over an hour on the phone trying to get authorization. He told me never to call him again if I was going to use that warranty. Bottom line, it took over two months to get any money out of "Sears". Sears subs the whole thing out and in the end, I was shortchanged $242 of the total amount due to me after the deductible.

On the 4th visit, they got it working... for the most part. Sometimes it will run but it won't heat. Furthermore, I cannot open or close the cabinet below the microwave because a piece of molding (that surrounds the microwave) is hanging a fraction of an inch too low. We didn't notice this when the "mechanic" was here. Ironically, I recently told a friend this story. At the mention of Sears Home Warranty (before I even started telling the story), she started laughing and said, "I know where this is going." Turns out, she had a worthless home warranty plan like me that not only cost too much money but also required missed hours at work.

I was told the repair tech would be at my mother's house the next day between 1 - 5, which seemed like a fairly long spread. But since she's elderly and lives alone I changed my plans and spent the afternoon at her house. At 4:30 she got a call from the scheduler saying the tech would be there around 5, giving his location and the location he was visiting next, which was quite close to my mother's house. I asked that he call as soon as he was done and ready to head to my mother's. She also said he'd be working until 7 that night just to make sure everyone was taken care of.

And that's the last we ever heard from Sears on that day. No calls, no repair tech, no nothing. I wasted my time waiting around until 7:30 in case the tech was running late. The next morning Sears called my mother to offer her no explanation or apology and to schedule an appointment for 12 days out. No mention of "next day" or a discount coupon in an email. To me this is bait-and-switch. Not to mention that no appliance should be in need of repair after just 24 months.

The repair tech from the second company called ahead, showed up on time, took the dryer completely apart, and found only poor quality workmanship to explain the banging sound, which he fixed by degreasing the outside of the tub where someone had left grease under a belt, filing down some bad seam edges on the outside of the tub, and lubing the wheels. He stayed while we tested it with a light load and a heavy load, made sure my mother had his phone number before leaving, and charged $109, $89 of which was the call-out fee.

Sears deserves to go bankrupt. Sorry for the employees who lose their jobs but Sears slashed senior employees across the board back in the early 1990s just to save money and make up for their poor corporate decisions, and clearly learned nothing from the havoc they wreaked on people's lives at the time. So good riddance.

I called Sears again. They gave me another contractor's number. This contractor doesn't work for DC area. I called Sears again. A lady said, somebody will call me and schedule a time for me. No one called. I called again, a gentleman from Sears was on the phone with me. He said somebody will call me and schedule a time for me, of course still no one called me. For a checkup, I have called 4 months. I am paying monthly fee but got no service at all. It's a waste of time and money. Sears sucks.

Now I just saw they charged my card for this month. When I called to ask about the charge they said I the contract was automatically renewed for another year and would have to pay $420 to stop the warranty prior to the end date a year from now. The automatic renewal clause was in the contract, but I am upset that the service representative did not make an attempt to clarify that my non-agreement to continue the service was not an official request to end the service and avoid the auto-renewal. This service is a waste of money and I wish I had not signed up for it.

My wife Kristie tells me what a great help this guy has been not realizing he was full of BS. So I look for a vent hose and there's about a hundred out there. Strike 2. We should have seen more BS. So on morning of 3-23 my wife calls Sears back. They have no service call set-up. Not knowing what to do next she calls salesman that we purchase the product from. He has her call some lady in delivery department which is able to figure out that they're coming only to switch out the door. No technician is coming. The delivery guys come switch out door. Notice that door is broke at the bottom. I had shorten the hose. They said it look like job well done. But we still have a noisy dryer. Takes hours to dry clothes. Me and my wife would like return dryer but everyone seems to be stuck at this time on our 30 days which our 30 days isn't up until some time the 21st after our 1st call. Strike 3 the last product we ever buy from SEARS.

But that's not the end. So on the 21st my wife sets up service visits for 3-28. The serviceman comes, listens to the dryer and says it's defective motor. Very loud vibration. He calls in, talks to someone at Sears trying to get them to just replace dryer but they say it will take 24 hours. No word from anyone. So on March 30th I call. I am told that this service person didn't do their job properly that they should have ordered some parts to fix it. Let me remind you this is after numerous calls with numerous long conversations with no help. So I call the salesman back and tell him what's going on. He cannot believe it. He gives me a number which I call and I'm able to setup call on Saturday the 31st. This technician shows up, comes in our house with his toolbox, listens to the dryer and immediately says that we have a bad motor and that the door needs to be replaced and also some pulley assembly.

Now we're really getting upset. Tells us he will order the parts but it will be April 11th before they'll be able to get out to fix it. I believe this guy is the company yes man and he doesn't really care about us as customers. So I spent almost half of my Saturday on the phone with numerous people. The warranty department they didn't seem to care cause my 30 days is up. The service department is stuck on. You have to make so many calls, have to put in so many replacement parts in the machine before it's worth making it right.

Finally I did get someone that made some sense at Sears. The lady said the thing that kept sounding in her ears was the fact a dryer with so many problems in a short amount time in her opinion should be replaced. She advised me to wait till Monday April 2nd. She said then call in and try to get someone that can help me after they have received the information of service call on 3-31. I would like to end this by saying I know the answer. It we will be out to fix it as soon as possible once the parts come in after we spent more on Parts than your dryer is worth. So seriously do you think I could ever recommend Sears to anyone. Talk to several dept in ref to lady I talk to 3//31 who gave me hope. But after dead ends no help. Have reached out to local store. It is now 4/28/2018. We have had to cancel appointment because they can't find part.They don't know when I will get part to fix dryer. I won't be holding my breath.

So I called the given # and said what happened? You Sears said later 3:45 and of course I was speaking with someone with a poor grasp of English on a script. "Tel number... Name... What you have fixed." I asked, "Where are you?" She said, "the Philippines." I asked for the local Sears number or dispatch and was given another number 1 800 4 MY HOME (1-800-469 4663) both answered in Colombia and again in the Philippines. I took the day off and had no repair.

So if you want to deal with a company that says 345 to 545 and comes at 1:05 be my guest. And they wonder why Sears is a dying company? As a US citizen I clearly know why. People in this country are not good enough to talk on the phone? And when you call the local numbers ask them where they are. What a scam. I can't wait to see the local Sears go under to give another US local company the chance to serve our area. NEVER EVER AGAIN. But if you live in Colombia or the Philippines you may want to buy a Sears appliance.

I was told they will repair on an urgent basis. I had an appointment to today and they changed that without my knowledge to date when I will be out of town. So I am waiting for the fifth group of technicians to come and repair my refrigerator. I hope they show up today. The customer group which goes to Philippines even another nightmare. You ask them one thing, they answer something else. They even wouldn't any number of Sears in USA. I would not even give them 0 star. I would not even suggest to anyone for Sears service.

Updated on 04/24/2018: A senior technician (who was assigned at the last minutes) arrived to repair my refrigerator yesterday (April 23, 2018) for the 5th time. He was aghast to see the unused parts left opened and scattered all over on my ground floor by the previous technician. He was even dumbfounded seeing the parts on refrigerator not connected properly. There are pipes/tubes left open, which the technician told me should not have been left open. The condenser, compressor along with few parts of the refrigerator was burnt. There was oil all over the place. In a nutshell, the refrigerator is of no worth anymore. The technician told me that the refrigerator is beyond repair. He spoke to people in LG and his senior personnel at Sears. So they asked him to wrap up and sent that to insurance for damage claim. The funny part is: he picked up all the old parts & new unused parts and never gave me a receipt of what he is taking away.

He gave me a claim number of course. After I figured out he has not given me a contact number of the claim people, I went up to his van and asked for the contact number. His answer was "I have no idea". I was wondering that this technician who came and was asking about all the receipts of the repair history now telling me he has nothing to give me: No receipt, no telephone number of insurance / third party, no receipt of what is taking away. I am without refrigerator after ~50 days. That is Sears at its best!!! Never ever think of Sears again. This is worst company to deal with. Their customer service is worst and so also technicians. I know this is what they are best at. So I have recorded what he is taking away and his conversation with his superior about the damage. Hopefully, they pay for the damage.

My kitchen is on the 2nd story. So I called the warranty company again and they said they were having trouble finding someone to install it. After me calling 3 times, they finally said that Sears would be out on Thursday April 19, so I paid someone to go wait for them, supposed to be there between 8-noon. Well at noon the guy from Sears called, after talking to him, he was only a repairman, didn't do installs. So Friday April 20, I get an email from Sears that they would be there Thursday the 26th. I called them, it was only set up AGAIN as a REPAIR, not an install, AGAIN! So again I am on the phone with them trying to find out who is going to install it... BEWARE OF THIS WARRANTY, NO ONE KNOWS ANYTHING!!!