Sears Reviews

When no one showed up that day, I called Sears the very next day and they told me that he didn't refer my job to another technician and that he stated he showed up at 3:00 and no one was which was absolutely false. The technician even told me that if he couldn't do the job at 10:30 that he'd be done for the day. That brings me to my phone conversation with Sears. The person I spoke to was only one up from the person who answered the phone. She basically blew me off saying that I would have to wait another week for a technician to come out even though it wasn't my fault. I asked to speak to her supervisor and she gave me the answer of "they don't accept phone calls."

Sears treats the customers, at least in Oahu, like crap; even when their technicians, who Sears is responsible for, skips out on a job and leaves the customer dead in the water. I can now see why Sears is going out of business. I will never do business with them again, and I contacted my home warranty company and recommended they not do business with Sears. You don't tell a customer the day of, that he has an appointment and then tell him that you need to come out three hours before the appointment time during a workday.

Today my husband has been waiting at home since 8:00 am and they just now showed up @ 3:00 pm. They would NOT give us a 4-hour window of time. The supervisor also said she escalated the oven issue, which was never repaired. She put that in a "reviewed' department. We've never heard from anyone at this time. Almost 1 month since they came on-site. DO NOT SIGN UP FOR THEIR SERVICE unless you don't mind being on the phone for hours, can't escalate your issues, don't mind staying at home from work and can't speak to anyone who can help you! You're speaking to staff in another country who don't care. TERRIBLE CUSTOMER SERVICE!!!

When I went to get some ice from the freezer, I realized that he had re-installed the ice maker improperly and the top drawer was jammed shut. I could not pull it out! After charging an outrageous amount for replacing one part in the back of the refrigerator, he had jammed and ruined my ice maker inside the freezer!! I immediately called Sears and they said they would have to reschedule another repair ticket and it would be a week before anyone could come out to fix the problem that the repair man created!! I was so livid I vowed to never use Sears again so I didn't reschedule a repair. Later that day, I was able to force the jammed door open and reset the ice maker and get it working again. The ice maker that he had re-installed wrong lasted for exactly one month and one week before it quit working this last week of Aug. 2018. Thanks to the Sears repair man, I will now have to have the ice maker repaired!!

Now back to the receipt that I never got. I called and wrote to Sears at least 10 or more times trying to get a receipt for the work done on 7-11-18. My emails to customer service were totally ignored when I demanded a receipt. Not willing to give up, my latest call to Sears was on Tuesday, Aug. 28th. While talking to Mel, a customer service rep, I told him I had talked to Shai at Sears Customer Service on Saturday, Aug 25th, and she had assured me that a receipt would be in my email on Monday. Well I never got that promised receipt.

Mel, the service rep I was speaking with on Tuesday apologized and said he would initiate another receipt request. I told him I had lost all faith in Sears Customer Service to get anything done. I then asked to speak to a Supervisor. To my surprise, Zachary, a supervisor came on the line and said he had access to my receipt from 7-11-18 and that he would mail it to me immediately. And shortly thereafter, I received the receipt in my email--the receipt I had been begging for since 7-11-18.

I had to go thru all of that mess just to get a receipt for the worst and most overpriced service I've ever experienced in my life. It's the biggest mess of over-inflated charges you'll ever witness. The receipt shows a total charge of $399.03. After this preposterous charge for repair, the service man had the nerve to add on the charge for a service call of $54.13, bringing the grand total to $453.16. I mean how can any business justify charging $453.16 to replace one part? They can't, so they have to doctor the numbers.

The bottom line to all of this: SEARS IS NOT THE SAME STORE THAT IT USED TO BE. As far as I'm concerned, Sears is nothing but a con-job operation masquerading behind their former good name. After this ridiculous experience, I strongly advise anyone considering using Sears Repair Service to go somewhere--anywhere--else for their repair needs.

I now need to send a certified letter documenting the numerous attempts to resolve this. Telephone calls to warranty company are useless. They tell you that they are following up on your call by sending e-mail to service provider and they lie. Service provider states that they have not received any communication from warranty company. The blame is going back and forth. No one is taking responsibility for providing the service that the warranty promises which is a replacement if appliance is deemed irreparable. I will be taking this to the media as I don’t see this being resolved as promised by the warranty company. I regret purchasing a Kenmore fridge and also regret purchasing the warranty.

Tuesday morning still no update, so I contacted them again. Same story... it was shipped from a "nearby warehouse" and all was good. Fast forward to 2:30 PM... first an email saying my order was canceled... no explanation why. And then a second email that seemed to suggest I requested the cancellation. I contacted them again via chat... and was told that the item was "out of stock." OK, then HOW COULD IT HAVE ALREADY BEEN SHIPPED AS THEY CLAIMED? Then they said they could help me reorder and then said it was discontinued?!? In short, they are liars. Do business at your own risk. Because they really don't care and clearly don't know how to handle their own business. It is a shame to see a once proud name become such a worthless sham.

What type of service is this!!! At least call and give a heads up - other people have things to do as well... I don't know who will actually care from your company about this email but you have definitely lost a complete family that would only shop at Sears for appliances. All we want to do is replace the machine that is not PROPERLY WORKING - A MACHINE THAT WE BOUGHT BRAND NEW FROM YOUR COMPANY AND PAID IN FULL FOR!!!

He then realized he ordered the wrong parts. He even told me he was sorry, but he ordered the wrong parts and proceeded to show me the computer screen where he orders parts trying to get me to see how the part numbers confused him. He then ordered 4 more parts for the dishwasher because he said he wasn't sure what was wrong or what part would fix it. The total of all of these parts was twice the amount of the dishwasher. He scheduled a time for another 2 weeks down the road to come back fix it.

In the meantime, Sears sent my husband an email asking if we had received the parts. We had only received 3 of the 4 parts because one was on backorder and they told us we would have to wait until it was available. I asked them to send out the technician anyways, since he ordered so many parts to see if one of them would actually work since he wasn't sure what would fix it. The lady told me he would still come at which I took off work and he never showed up or called. I called Sears back and they said I would have to wait until the backordered part arrived, but they wasn't sure when that would be. We waited another week and called in on August 14th and the lady told me due to our Master plan agreement that our maximum amount of time to wait for our dishwasher to be fixed was expiring on Friday August 17th and to call back after that to request a new dishwasher since we had waited 2 months now for it to be fixed.

On August 20th I called in and the rude lady on the phone told me that they were expecting the backordered part to be available August 30th and I would have to wait and call back in then to see if the part was available. This has been a nightmare. They just keep pushing you off and refuse to fix anything. I have emailed them and got no response. My husband and I have called several times. No one has been friendly and they do not care at all about helping you. Do not buy anything from Sears especially their warranty programs. They are a joke.

It doesn’t make sense that they would order over $900 in parts and have to pay the expense of two technicians to repair my washer, when they should have authorized the replacement of the washer with a new one. Instead they have chosen to inconvenience me for 6+ weeks by scheduling ghost repair appointments and leaving delivered parts to occupy space and present hazards. We live in a time where everyone is trying to sell you a service or home warranty. Don’t make the same mistake that I did with Sears!

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.