Consumer Complaints and Reviews
Warranty stage burner parts are covered for 5 years. After one-and-a-half years they told me they are not covered unless I pay $100 to Sears to have a technician come to the house to verify it. Why would I pay someone $100 when I can't use my grill. This is the second time they have burned out. They need to cover the part. Do not buy from Sears. They do not stand behind anything. I will no longer shop at Sears or K-Mart who is associated and owned by Sears.
My dryer was not working. It is a fairly old dryer but I never had any problems with it. I called Sears repair to ask how much it could potentially cost to have someone come and repair it. She suggested that I consider getting the Sears Home Warranty Plan. The sales person talked about all the benefits, including saving me money on this repair. She also indicated that I could cancel any time. Cost was $40 and $60 for service call vs $90 for service call and any parts and labor w/o the warranty. I specifically asked if there was any catch. It seemed too good to be true. The sales person indicated no I could cancel any time, no penalty.
What she did not say "of course" is that if I cancelled I would be responsible for the cost of the year membership fee or I would have to pay the full cost of the repair. When I called recently to cancel I was finally given these options very clearly. This made me feel like I was tricked. It took away my ability to make the best decision. So now, I ended up paying over $300 to fix an old dryer when I could have considered just buying a new one.
I am very dissatisfied with the way Sears operated. They indicated that they provided this information to me in a script that was read at the end. The wording that was used, if similar to the contract that I received after my repair was completed was so vague that even if I heard it, I would not have thought that's what it meant. So to me, the wording or the fact that the sales agent did not disclose this information clearly was purposeful to get me to sign on to the program. In the end, they broke my trust and I will never go back to Sears again.
I purchased a washer, dryer, refrigerator (2) stove and dishwasher from Sears. In less than a year the washer had the drum, belt, drain and the control board replaced. Over $3,000.00 in parts and repairs. Finally Sears agreed to replace as I convinced them that it was costing them more money than what I paid. It does not take long to do the math! However, the stove that I purchased less than a year ago has never functioned properly. My house filled with smoke twice, had to open the windows etc in the winter so I could breath. I just had the fourth repair and called about a replacement (stove is a fire hazard).
After being transferred 6 times and waiting for an hour and a half was told by first agent I had to go back to the store where I purchased. Second agent was the wrong dept. Third was the Philippines, and the last agent told me that even though I had four repairs since two of them were for the same thing it didn't count! I will be trying corporate tomorrow as I have had enough BS for one day. If I need to stand in Sears to tell people to go somewhere else I will. Basically, the warranty is deemed as fraud. I will be filing a complaint with the Office of Attorney General as well. Buy somewhere else.
GE Profile Refrigerator Repair - I am paying $40/mo for a Sears Home Warranty Plan. When my side-by side refrigerator failed, Sears told me it would take a week before a technician could be scheduled. I was not able to get a better date. The service finally came (a week later). When he was done my refrigerator was cooling less than when he arrived. I called Sears again and they said it would be another six days before someone was available. At this point I have lost over $300 worth of meats (which the contract does not cover). I asked to talk to a supervisor, and was told that no supervisor was on duty and that someone would call me by NOON the next day. This is where I stand right now! Waiting for a call!! I recommend that anyone with a Sears contract drop it and use local appliance service companies. One would think that a freezer full of spoiling food would warrant better service than a week!!
This company sucks, do not purchase any appliances from Sears. First visit they sent the wrong repair technician (to fix my microwave instead of the range) after long conversation about what appliance needed the repair. Then I had to wait again. Second repair technician had an attitude and couldn't fix the problem. Third technician was very nice and helpful but still couldn't repair. For the fourth appointment, Sears calls and has to reschedule because there "isn't a technician in the area"! What about the 2 that have already been to my house??? It's been over 5 weeks since my oven has worked. Sears is horrible, don't buy the service agreement. AND the stove is only 15 mos old!
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Why aren't Sears and others liable to fix what they sell when it's still under warrant. My frig is 4 months old, it's broken 2x, told they would call me in 3 to 5 days with someone's name to fix it. Great. What do I do till then? If I was a man I'd take it apart & take it to Sears & throw it on their floor.
CLEARLY, SEARS HOME WARRANTY Service contracts are a FRAUD and a disgrace to a once great company. How did Sears Holdings which is the company selling this fraudulent service contracts become such a disaster to every customer that was unfortunate enough to purchase a Sears Home Warranty. Easy, it is a result of its CEO's management that has no regard for the Sears tradition, its reputation or its customers. It is lead by CEO EDWARD LAMPERT located at Sears Holding Corporation 3333 Beverly Road Hoffman Estates Ill. 60179 Phone 847-286 2500.
It is obvious after calling this poor excuse of a top executive at Sears Holding Company that either the Board is nothing less than a group of incompetent and poorly experienced executives or they have just ignore what this so called executive EDDIE LAMPERT does in running Sears into the ground. Go on any consumer website and read review after review how Sears treats their customers, how Sears ignores the terms and conditions of their warranty contracts and how they perpetrate a SCAM of untold dimensions upon the American public that believes Sears makes a good product and stands behind their products.
I have called Sears Holding at least ten times and got nothing but a run around by Sears' representative, and that was only after I left eight or more message to Eddie Lampert's Customer Service team. I had to continue to call they never called back. Actually, I by-passed the recording and got through to customer service. This department is useless. They have no authority and no knowledge. Mostly it is a 'we don't know but we will switch you off to another department that might'. Same old BS switch causing you to be on hold or talking to morons for hours. Which in and by itself is nothing less than a swindle as not one person called or attempted to call back as promised on this message center?
Having purchased a Kenmore washer it became apparent immediately that somehow during the wash cycle it tore holes in shirts and sheets. Sears sent technicians out that took the machine apart and it would work for a month or so and go right back to tearing the wash. The last technician merely looked at the shirt, said, it was not the washer, and left never looking at the machine. I have a real problem with that opinion. In fact, he accused me of tearing or using chemicals to cause the problem. Really, over a five or six-year period, I tore holes in 100 dollar shirts or 400 dollar sheets. This guy was an idiot. Maybe he is related to Eddie Lampert!
Sears Home Warranty terms and condition says if they cannot fix the machine, they will replace it. They have been unable to fix it, I paid for the warranty and expect them to fix or replace. Not only now do they claim the warranty is canceled, but they have refused to refund my money, so as far as I am concerned it is still in full force and effect. Nevertheless, from the evidence on the numerous websites it is apparent that Sears does not honor the warranty nor service their customers or for that matter live up to the terms and conditions of the contract whether the contract is in full force or otherwise. In my opinion, this is ripe for a class action suit against Sears Holding Company.
Called Sears Home Warranty because my Jenn Air cooktop was cracking. An operator transferred me to someone who would diagnose the problem over the phone. He did and told me it was cracking because I was cooking on it. Asked to speak to manager and he agreed to send someone out to look at it. Rep came out and said that it was cracking because I had dropped something on it. Two lessons learned. Never buy a Jenn Air cooktop and never, never buy a Sears Home Warranty. I will never even shop at Sears. It is sad that this particular cooktop is known to crack when it gets hot. If I had dropped something on it, it would have shattered into pieces. I am afraid to continue to cook on it because I read this can be dangerous, so I will just buy a new one.
Buyer beware. I bought four large appliances and have nothing but headaches. Sears did not include a stackable kit for the washer and dryer. After multiple calls to customer service reps (not located or educated in the US) who do not understand Sears products, driving to the local Sears three times, I finally got the washer and dryer stacked and installed on a Friday (six weeks after the delivery). Immediately the washing machine started dancing across the laundry room, dragging its partner, the dryer.
When I called Sears repair because of course I have the service contract, it will take 19 days for an appointment with the repairman. This clearly the situation where the right hand doesn't know what the left hand is doing. Sears is a greedy corporation only interested in selling goods and without any concern for the consumer. Sending jobs offshore, is the first clue. US corporations are required by law to provide US customer service reps when a US customer makes that request. Oh! Not Sears. They told me that calls are answered randomly and they cannot direct a call to a US rep. My appointment for this coming Friday is now confirmed, but my trust level is very low. Fingers cross that the repairman arrives and actually knows what he/she is doing. On a side note, I just learned that within 30 days of delivery, Sears will replace an appliance that has problems.
I recently purchase a GE microwave from Sears and boy did I get the shaft when I purchased one of their (laughably useless) extended warranties. To begin I am no stranger to Sears and have used their plans and products since 1968 when they had one store located downtown Miami Fl but boy have they gone from an A rated to something less than zero. When the microwave failed I called them for repair and learned the hard way that Sears has established a policy of troubleshooting by phone in an attempt "I suppose to save themselves gas." Hey let's face it "If I knew how to repair a microwave or any other appliance why bother calling them?"
Well anyway they wasted my time for twenty minutes asking me to tweak this and tweak that before a service order was scheduled. Now you would think this was an end to my suffering but it was just the start when I got the most obnoxious repairman in the world who proceeded to tell me that I was doing this wrong and that wrong before he installed some crap part. Well guess what it didn't work and I had to suffer four more lousy repair attempts before I finally gave up and bought myself a new Samsung from Best Buy. The moral of this story is #1 I will never shop Sears again or purchase one of their good for nothing service warranties. #2 SEARS YOU SUCK.
Our washer and dryer which is under Sears warranty has been broken for almost one month now. First time my landlord and myself called to have it repaired, Sears wouldn't even try and schedule an appointment and even went as far as to very rudely blame the malfunctions on how we were using the machine. (Thinking we must not know how to work a standard washing machine.) The washing machine stayed broken, and when Sears finally agreed to send a repairman and schedule an appointment, it was for a week and a half later. When the day of the appointment arrived, I cleared my schedule to make sure someone was there, only to have no one arrive. And, to make it worse, my landlord called to confirm if they indeed were going to come, only to have them confirm that they were on their way, only never to arrive.
When calling to reschedule, they said the next appointment was a week out. I called to complain that this was unacceptable and that if they wait 'till then that means we will have been without a washer and dryer for 3 weeks. After that, they adjusted the appointment to be bumped up to the following day. I stayed and waited for the repairmen once again, only to have them arrive an hour and a half outside the window they were supposed to come. When the repair van finally came, it was only one repairman and he very promptly said he was unable to work on the washer because he needed more assistance, he was not prepared for the type of labor that would need to be involved for fixing the washer. I informed the repairman my confusion when myself and my landlord have been very vocal about the issues with the washer, and that they should have been prepared.
After our conversation with the repairman, he left saying the next available appointment was a week away. When I called Sears customer service to ask about what actions I could take, my call was transferred to an office that was already closed. I am profoundly disappointed with Sears. There are no immediate laundromats in our vicinity and my parents have been in town visiting and we had to buy them towels because we are unable to wash our own. Saying I am furious is a gross understate.
We signed up for the home appliance maintenance agreement in March. The service tech told us at the time that all home appliances would be covered. Our bar fridge went out last week and so I called Sears this morning to submit a claim. After being put on hold for several minutes, I was told that the bar fridge, because it's not located in the actual kitchen, is excluded from coverage (totally inconsistent with what we were told at the time of sale).
We canceled our policy, with a $140 cancellation fee of course, and have vowed never to use Sears again. I have to say that I purchased this contract against my better judgment, as I had been warned by numerous people, including my own husband, that Sears has been guilty of bait and switch tactics for years. Lesson learned.
I have been paying the monthly $39.99 for 7 months. I have been dealing with a broken down washing machine for the last 7 weeks. The technician was at my house 4 different times and failed to completely fix the washing machine. I have spent hours on HOLD on my cell phone trying to work through these problems. I ended up getting a family member to fix my washer. Now I am attempting to get out of the contract and they are wanting to penalize ME for not honoring the contract. Sears has had SO MANY opportunities to make this right and they have failed miserably. I will never EVER buy another appliance or warranty from Sears. I have no confidence in them.
I called for service on my LG washer that I had bought from Sears and unfortunately was persuaded to buy an annual warranty plan with the guarantee that they will be able to service the washer the next day. After paying for the plan, they cancelled my service the next day and could not come out for another week. I cancelled the warranty and found someone else. It has been three weeks and I have not received my refund yet. It has taken me 4 phone calls and talking with at least 10 individuals. I have been assured that my refund will be made in the next three days which I am still skeptical of.
We purchased a new Kenmore washing machine on 6/14/16 for $515.00. Our Kenmore washing machine broke on 9/12/16. We called it in to Sears for service on 9/13/16. We were told a service tech would come on 9/26/16. After a call to Sears corp, they managed to get an appointment for 9/19/16. The service tech came on 9/19/16. He had parts sent to us. He told us he would be here on 9/26/16 to install the needed parts. The parts arrived 9/23/16. I opened my email and found Sears had scheduled my appointment for 9/30/16. After talking to managers all the way up through Sears corp, my wife called me and told me we will have to sell this washing machine. We canceled the extended warranty on 9/26/16. We are buying a new washing machine, and selling this one as soon as Sears gets it repaired. This will be my last purchase from Sears. We also have other Sears appliances that we are selling because of their useless warranty.
Stay clear from Sears home warranty. Their contract cover themselves and not the customer. I opened a claim for a service call on my refrigerator door. The door wasn't closing properly. My appointment was made between the hours of 8am - 12pm. The tech didn't show up until 4pm. Once he finally showed up, I paid $60 for the service call. He advised that a part needed to be replaced and scheduled another appointment two weeks later. When he arrived two weeks later, he replaced the part however the door started to make a loud noise. He advised that the door needed to be replaced. Customer service told me, since the door was structural damage and not mechanical, the door wasn't covered. We would have to spend $600+ to replace the door. Livid, I cancelled my contract with Sears.
I bought a Kenmore Elite refrigerator 3 years ago. It had a 5 year warranty on cooling system. The compressor went bad, took three visits to replace it but did not fix the problem. After another 5 appointments two of which were cancelled. After I waited all day Sears were unable to fix the problem. After two more canceled appointments they said it would be replaced then I was told they were not replacing it and rescheduled another appointment. I have been lied to so many times and there is no one accountable. I have been without a refrigerator for 5 MONTHS! After 50 phone calls to the Philippines which is a nightmare, I still am living out of a cooler and used all my vacation time for the year. Sears is completely incompetent and no one cares. I WILL NEVER BUY ANOTHER PRODUCT FROM SEARS!!!
Fridge went out after 9 months. Took me 7 calls to even figure out WHO I was supposed to call. Two weeks for a service tech to come to my home. TWO WEEKS. Just to tell me he doesn't have the parts. TWO MORE WEEKS!!! We bought 4 large appliances and the best warranty. I feel this is the worst experience I've ever had after a purchase. Too bad because our sales guy, Jeremy, was awesome. Fridges should be bumped to the top of the list. Over ovens, microwaves, dishwashers, etc. This is my food. That is obviously all ruined. Thanks for nothing Sears. And now I'm reading all kinds of complaints about trying to get the food reimbursement. Great. I'm sure that will be a real treat too. Hopefully there will be 7 more people I can't understand trying to figure out my problem.
Bought a Samsung microwave oven 3 years ago. Purchased a 5 year service contract (first time in my life). 3 weeks ago, glass door shattered into thousands of little pieces. Called service number. Waited one week to have it looked at. Repairman ordered new door. Took a week to receive it. I installed door as per repairman's directions. Door doesn't align properly, light stays on and motor is on all time. Called service number, said earliest date available is 2 weeks. So now we are into 5 weeks and if he has to order another part and return to install it it will be close to 8 weeks. Supervisor said nothing she could do and if I am not happy to write a letter to corporate office. DO YOUR DUE DILIGENCE WHEN ORDERING A PRODUCT AND BUYING A SERVICE CONTRACT WITH IT.
I phoned to get my washing machine fixed. They said someone would call in 3 to 5 day... I waited for 2 weeks no call. I call them back. They say they have no service person in my area. That I will have to call a local company to come myself get an estimate and call them back for approval if it's more than 300 to fix. I call who they suggest a service man comes gives me an estimate for 406. I tell him I'll pay the difference so I can get it fixed right away.
Set up an appointment. They don't show up. Company they sent me to was Midway Appliance. I called them that day to make sure they were still coming. They said they were so I waited all day. No show. I call them the next day to have them call. They never did. I cancelled my contract with Sears for my money back as they were of no help to me... I will get it back but they say they have to cancel the repair I ordered in the first place and I can call back to cancel in 3 days when it's cancelled for a refund. I will never ever buy their extended warranty or an appliance from them again. They can't service it for me in the first place. Pissed off customer.
I purchased a Pulsar watch on April 16, 2016. At that time, the customer service representative replaced the battery. I agreed to an extended service agreement and paid the additional cost. Two weeks ago my watch stopped. Because the original purchase store is 40 minutes away, I waited until I was in the area to have the battery replaced. Unfortunately, the only person who knew how to replace the battery had been let go due to restructuring and the new girl and assistant store manager had no idea how to replace the battery.
I took my watch to another Sears store just to be told it would have to be sent out for 3 weeks. For a battery replacement? I contacted Sears complaint department and, although pleasant, was basically told "sorry about your luck." I can't get my money back, I can't get the battery replaced at a Sears location, I'm not going to send my watch out for 3 additional weeks. If I go to a jeweler's to replace the battery, what good is the Sears service agreement? This is just the final straw. Since March 31, 2016, I have spent upwards of $18,000.00 at Sears setting up a new house. I've had nothing but problems. I just purchased another home and had intended to spend just as much. However, Sears has just lost ALL of my future business.
When we moved to our new home, it was time to replace our appliances. After comparing various brands, models, features and prices, we ended up at Sears (purchased a refrigerator, dishwasher, microwave, and clothes washer/dryer set). I hesitate to say, for the most part, all of the appliances have worked well... that is, until one of our ice-makers went bad, in the Samsung refrigerator (the broken ice-maker is in the refrigeration section; there is a second ice-maker in the freezer that produces excellent ice). We called Sears customer service to report that our main ice-maker was producing mostly "Crushed" ice when the button was set to "Cubed"; when set to "Crushed" it produces a terrible mix of both types. We can never get just cubed or just crushed for various uses.
We were told to expect a confirmation call for our Sears appointment (it never came); and the service man was supposed to call ahead when he was on his way (he never did call at the appointed time). The Sears service man showed up the next day, but two hours late. Said all computers were down and he could not pull up our appointment (interesting to note that the Top 716 Complaints and Reviews at ComsumerAffairs(dot)com is about "Sears Appliance - Refrigerators").
Turns out, according to bad reviews from consumers, the "computers are down" excuse is constantly employed by the service reps to get around anything they want according to many who report on the complaint site. That includes missed notification calls, appointment times, and inability to repair because the reported problem with the ice-maker (or other product) was "normal" (see below).
I explained the problem with the ice-maker. So, the generally arrogant service man generated ice from the maker placed large samples of the "bad" ice on our counter-top on colored paper towels... took photos, and said, "This is normal ice. This is how Samsung's ice maker produces its ice". I pulled out the freezer drawer and produced absolutely perfect cubed ice from the supplemental ice-maker. Despite that, he continued to claim our "bad" ice was normal (BTW: this all takes into consideration that, when switching from one ice mode to another, it is typical to get a little left-over crushed in a glass of cubed. But with us, it comes out that way, all the time.
Ostensibly, the man sent photos to Samsung, covered his conversation with their rep, wouldn't let me talk with the so-called Samsung rep... then, proceeded to tell me that Samsung agreed with Sears analysis despite the fact that the photos never got to Samsung (because the computers were down) "The ice was normal, even if it was crushed when the cubed button was on". We paid over $500 for the service contract, three years ago--never made any other claim--and they have not honored it. As of today, the top ice-maker only dispenses a weird combination of mixed half-baked cubes and crushed ice (at the same time... no matter which door button is pushed for type of ice).
Sears came out to fix my washing machine, the tech realized that he had to order the part. The part came, I called back and scheduled an appt. for Sept. 19 from 3-6. Tech never came or called and I left work early in order for Sears to do the repairs. I called 9/20, was advised that the tech had already scheduled an appt. for 9/22 between 1-5. Now I have to miss more time from work on Thursday so they can come back out. Called and spoke with a supervisor by the name of Mildred who stated that there's no available technician that can come out until Thursday.
Bought a new GE washer from Sears 5-31-16. It never worked right. Doesn't take out any type of stain, doesn't stay balanced when washing towels. I called the warranty/repair people on August 22nd. That phone call took 1:18 min. I was on hold 1:04 min of that call. It took 14 minutes to make an appointment, and the appointment was set for 24 days later. 24 days?? Anyway, the repairman shows up, says I need a couple parts and he'll be back in 3 or 4 weeks. My next appointment is October 13th. Their answer to my problems? They're going to request that my warranty be extended by three months. My last two refrigerators, my last two dishwashers and my last two washers have come from Sears. But this is the last item that I will buy from Sears. Sears appliances are junk and their warranties aren't worth the paper they're written on.
I bought an LG dishwasher from Sears a year ago and purchased a 5-year service contract from Sears. My dishwasher stopped working a month ago and it took 3 weeks for them to send a technician to the house. The technician needed to order parts and said he would be back in a week. After 5 days I called to see if the part was in and was told it takes 10 days for parts to come in and then they would schedule the appointment.
Overall it will be a six week or more time frame that I will have been without my dishwasher. When I called Sears to express my concern about the timeline and asked for a solution I was told I would just have to wait. If I had not spent the money on the 5 year service contract, I could have had a local service company up the street from where I live make the repair for me. I will never buy another product from Sears again and their service contract is a WASTE of money.
Our less than two year old refrigerator has malfunctioned twice after the first year. We purchased a warranty for it. Three weeks ago, I called for service, because it wasn't cooling and the food had defrosted. It took two weeks for a repairman to come out. I asked if someone could come sooner... Two weeks without refrigeration in the summer seems excessive. I was told that I would be put on an "emergency list". It was clear that this is a pat line meant to placate, and the repairman showed up at two weeks. I was told that the compressor was broken, and that the part would have to be ordered. I asked how long it would take for it to come in, and was told that it would be 3-4 days. I then asked to schedule an appointment within a week, since the parts should be available, and I, too, would be available for the next 13 days. I was told that the only appointment available was for day 14, which I wouldn't be available for.
The next available appointment was made for a week after that, which means, but the time all is said and done, that I will have gone 5 weeks without refrigeration, and that's only if they actually fix it at that time. The catch with buying a Sears warranty is that they take forever to fix something. I suspect that they do this in hopes that you will give up and pay for someone else to take care of the problem. Do NOT waste your money on a Sears warranty. We have a house and garage full of Sears products. Their brand used to represent quality and service. It is now clear why they have lost their market share. We will not be buying anything from them in the future.
ALERT! I am a Renter whose Landlord thought it would be a good idea to buy this service. So when the washer broke in the wash/rinse cycle on 8-12-16 they called right away. About a week later a sub-contractor came, accepted the $60 co-pay, then put it in spin cycle then said it needed a transmission. When I reminded him the issue was in the wash & rinse cycles he listened to that then proclaimed it needed a new motor. Then when the water emptied said it needed a new pump. After another week went by this contracted repair guy went to work telling me he "fixed" the problem but to expect to hear strange noises but that's the "nature of the beast." Once I threw a load in the problem still existed! Upon making it to the spin cycle all hell broke loose which sounded like a Fog Horn and glass breaking before shutting down with all lights flashing.
This "Repair Man" not only didn't fix the problem he created a new one. The Landlord called him back with the news but the Contractor said when he left it was fixed and this represented a new problem saying to have the $60 co-pay ready for his next visit! Sears was contacted and they made an appointment for a real Sears Repairman on 9-9-16 between 1 & 5. At 3 the Landlord called to make sure that they were coming and was told, "Don't worry he will be there by 5PM." At 5:30PM they did not show and Sears was called again. They claimed the Repairman's "computer went down so he did not know he had an appointment." It's the hottest summer on record and I've had no use of my washer for a month. With the time taken off from work that's enough money to buy a new machine or have a real Repairman come to fix the issue. Now a new appointment has been made for 9-14-16. Will they come? What will happen if they do? Only God knows.
Sears does NOT honor their service warranties!!! We bought one for our refrigerator/freezer & they are not honoring it. They gave us all kinds of excuses as to the reasoning but what it comes down to is that we bought it, it is still in effect for 10 more months but they won't honor it. Don't waste your money!! We will never buy anything else from Sears.
Worst service I have ever had. We have been without a refrigerator for 2 months. We have a protection agreement so we are locked into Sears' terrible service. It took 2 weeks for the first tech to arrive. He ordered a compressor and it took 2 weeks for the next tech to arrive. He walked in, looked at the part, said it was a two-man job but he would get someone out with him that day. Never heard back and they rescheduled for the 8th. We wait at home all day only to find out Sears rescheduled for the 17th without talking to us. I will never buy another Sears product and neither will my friends and family members.
Purchased a Sears Water Softener July 2015, with a three year additional warranty. One came with the house when we purchased which lasted for around 10 years now and stopped working so we bought the same one with current upgrade. July 2016 we had a maintenance per requirement and checked out OK. A few weeks later I went out into a flooded garage where it is housed. Called for warranty repair, given two weeks apt. Couldn't fix, ordered parts, made another apt. Parts didn't come in so rescheduled for another two weeks. We called everywhere we could and were basically given runaround. Finally part came, technician worked for 3-1/2 hours, couldn't fix, kept calling people and said they didn't know how to fix either. I ask point blank if it was defective, he said yes but good luck with getting replaced.
So ordered another part and made another apt. which was today. Called and ask if we had received part?? Didn't know it was coming here. So almost a month without water softener, very hard water which is why we have one. Also almost two months filled with nasty water. Never drained even though I have asked numerous times and expressed mold concerns. I have filed a claim with Better Business, I have sent letter to the store Manager that sold us the water softener and the warranty, with no response even though he would check into it. At this point, since I sent it as email with read receipt, not received so I am assuming no action from the store.
SO, what I have is a broken water softener filled with nasty water sitting in my garage that is not fixed and no one seems to know how to fix. Additionally, we found out that in the State of Texas only a licensed plumber by law is to work on water softeners. I ask the Technician if he was licensed and he said no, only has Sears training. I can not tell you how disappointing all this is. Sears was a household word in our house growing up, we bought everything from them and ordered from their catalogs. Their return policies and Customer Service were excellent and we had no idea they had progressed to the dysfunctional mess we are going through. We have asked for a replacement, we have asked for our money back for the water softener and the warranty, we have received nothing.
Sears Maintenance Agreements Company Profile
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