Kenmore
Reviews and Complaints

Purchase this $3300 Kenmore Elite Refrigerator in August, 2015. Within one year need new computer board replaced. September 2018 new compressor replaced. Now refrigerator not working again. Always takes Sears to send technician at least 1.5 weeks to get first available appointment after you spend over 30's on phone trying to make an appointment. Today technician arrives and advised we need another new compressor, condenser and valve. Parts be ordered and sent to us Tuesday, April 2nd and first available appointment for tech to come back is Monday, April 8th. So, now not going to have refrigerator again for almost 3 weeks. Parts are covered but every time have to pay $99 for Sears just to come out which does not go towards the repair and another $400 to $500 for labor.

To the complaints department :
Sears/ kenmore elite french door refrigertaor

I purchased this refrigerator two years ago. I bought the home protection service as well. I have called over 10 times complaining about the issue with the bad odor smell that is coming from the fridge . It literally smells like a dead rate. The smell comes and goes. Beside the smell we keep having issues with the ice maker. They have sent out a technician now over 10 times now, .They can not figure where the smell is coming from.

At this point we are fed up and we do not want to continue to deal with this. If you bought a new fridge you want it to work properly and with no issues. I even bought the extra protection plan so if there is any issues they can get taken care of.

I keep getting the runaround from customer service and the supervisors.

At this point I want my fridge replaced and not with the same model because I do not want the same issue to occur .. I want a full credit to be able to purchase new one.

Thanks

I can forward all the complaints I have from online as well as all the tickets for the service calls.

Elisa
[protected]

Purchased 9/16/14 with 5 year master protection agreement. Sales check # [protected]. Phone #[protected] & [protected] called 800-4myhome on 2/9/19 to request repair since it stopped cooling. Earliest appt was 2/15/19 but since this was considered an "emergency" I would receive a call with a sooner date. Never received the call. I called again on 2/12 and was told there wasn't anything else that could be done. On 2/15 repairman came and said it's the compressor (which is what I said it was) and he'd order the part. Soonest they would be back to replace the part is 2/25. Another 10 days! He even said that this brand has a known problem with the compressor going out. And you don't have one on the van? Thankfully we are in michigan were we have snow and cold so we can have a cooler outside for milk and a few things. What if it happened in summer? What if it happened to you? This is your customer service? We bought all of our appliances from you. Will not do it again! Will not recommend ever again. I worked for kmart for almost 37 years and never treated a customer like this. What would be considered an emergency? You need to put yourself in the customers shoes and make some drastic changes. I'm just in shock over this. Another week of living out of a cooler.

We purchased the Kenmore Refrigerator 11/2014, immediately we had several issues with the left door, service attempted to replacement attempts 2 times before correct part shipped and installed.

On 6/22/2016, the refrigerator unit fails and I scheduled repair service; the technician diagnosis to replaced condenser; I requested warrantee extended for additional year after the first expiry date;
8-2018 I called for service because of loud noise coming from the refrigerator unit (bottom), service tech advised it is a fan noise and I suggested that it and the condenser should be replaced and the tech assessed and failed to submit for any replacements. Needless to say, warrantee expired October, 2018.

December 31, 2018 I called for service (again) due to total refrigerator failure - no cooling. Service tech ($99 cost) on 1-11-2019 and provides us with a diagnosis and quote to replace the fan and condenser in the amount of +$700.

I immediately called the service repair 800 #, they could not help me and transferred to the Warranty "Master Plan Dept" and the woman refused to discuss any issue with covering costs due to the expiration of the warrantee "nothing they could do because the warrantee is out of day". She referred me to Sears Corporate 847-286-2500 Corporate (Holding) and I thought I finally was speaking with a woman I believe her name may have been Liz and she put me on hold to discuss my request for coverage … I finally thought I was speaking with someone that understood and was willing to take the extra step to be a great CSR until we were accidentally disconnect…….I called back and actually the phone was answered by an extremely belligerent male who would not give me any opportunity to discuss my issue and continued to tell me that no one at that office could help me. His voice cut off as he proceeded to speak the 800 to connect with what he says calls go to Philippines and I asked him to repeat the number and he proceeded to yell... literally yell the 800 #...I had no choice but to tell him he was "an extremely rude person" and then he hung up on me. I called back but no resolve with another individual.

My complaint is as follows, I experienced several issues since purchasing the unit, doors issues, then a condenser replacement within 2 years of purchase, not to mention the service repair visit by a technical on 8/2018 which nothing was serviced followed by a diagnosis today at a customer in excess of $700.

I am requesting that Sears waive the repair charges perform the service based on their technician negligence to properly assess the issue of 8-2018 prior to our warrantee expiry date. I am hopeful that Sears will respond positively to me, the customer.

PS I own the same unit in our primary home at 46 Ridgewood Court in Shelton CT 06484 of which we did have issues as well. I feel I have been a good customer purchasing all other appliances (dish washer, microwave and oven) from Sears.

I look forward to hearing from someone. My cell [protected]
Best regards,
Nancy Fico

January, 2017 I made a purchase of all my appliances for my new home in Texas, one of which was a Kenmore Microwave/Convection Oven Model # 790.89393510.
The unit was installed mid March, 2017 in my new residence in Texas. With this purchase I bought a Master Protection Agreement, good until 2020.
On December 4, 2018 the unit would no longer work, tripping the breaker, 21.5 months of use. On Dec. 5th, I called Sears service 1-800-469-4663. The first appt scheduled for Dec 7, 1-5pm, the service company did not make it by 5pm, and I rescheduled for Dec. 10th. The unit was inoperable and the Sears technician, Mike, recommended a new capacitor and transformer. I was told there was a high voltage problem. I made numerous calls to Sears, greater than 10, asking for a replacement. They refused to listen. One lady gave me some hope that they could replace it. I never heard back from her. I told this to Hammond service and wanted to wait to hear back from this lady.
I bought the unit for ~$600 and also, bought the MPA. And I was asking for a replacement of a Samsung Microwave being sold by Sears online for $219.00 Sears would not listen to me.
Second service appointment was on Dec 26, parts installed, the capacitor and transformer and unit remained inoperable, failed unit. A new lady technician recommended a magnetron part to be replaced.
Third service appointment on Jan 7, (now 40 days without use of the unit) the magnetron was installed, the unit remained inoperable, failed unit.
I have complained to Sears and Hammond services and they refuse to listen to me. Now, a new PC board is being ordered and I wait for the unit to be repaired. maybe?
Sears does not listen to the complaints of a old, retired, fixed income, slightly physically disabled lady. The unit is a lemon and I am tired of the insanity of Sears ~$700 for parts and ~$500 for the service.
I am calling Texas State Dept of Licensing and Regulations to ask for a resolution and filing a complaint with the Attorney Generals consumers dept .
Sears does not listen SAD!

I purchase a Refrigerator, stove and over the stove Kenmore Elite more in Sept 2018. In October 2018 it is now not working and throw all my kitchen appliance off. When calling sear regarding the I was told my warrant end September 28, 2017. So, I was told that I was 5 days too late. I have always stood by kenmore product. But, this matter is not far to me the consumer. I want my very expensive over the stove microwave to be fixed by Sears. Not to mention that we really uses it. Please give me a call at [protected] regarding this matter. Thank you Millie R Tutson McDonough Ga

I purchased a Kenmore Elite Washer in 11/2012 that has extreme rusting around the bleach dispenser to the point that the dispenser is barely attached. Rust is getting into the machine when washing and ruining clothes. I do not expect a new washer, but would appreciate a credit towards the purchase of a new one. In 6 years, a washer that is kept indoors should not have rust to this degree to say the least. After doing some research about this problem, it seems as this is a manufacture defect with the type of metal used. I appreciate your time and look forward to hearing back from you.

Gina Wilson
[protected]
[protected]@yahoo.com

I purchased a double oven around 16 months ago. I have used the bottom oven about 3 times. One week ago I used the self clean on the top and bottom for the first time. After I did the bottom, it broke. When I called to set up a repair I was told I needed to buy the warranty- by many people. The repair man came out and told us it got to hot. I followed the instructions in the Manuel. I now have to pay over $300.00 to have it fixed. Very poor customer service and I feel it is an obvious faulty product.

In the past I have been very happy with this particular location in Buffalo NY (may be listed at Kenmore NY) store # 6181 intersection of military and sheridan, but something as gone terribly wrong.
1) one of the speaker screens has been broken for a very long time. Why cant they just invest some money and fix it! this screen allows us to be sure our order is right before we get to the window)
2) the wait time has gotten very bad. Yes its a slightly busy location, but just waiting from one car to the next has been horrible.
3) they have 2 speakers to place orders, that merge into one to pick up order. This location constantly takes orders at one speakers for up to 3 cars before they move to the other speaker. This is unfair and very annoying. why cant they just go back and forth, as common sense would say, or perhaps invest money to hire more people so that 2 people can work the speakers.

I called sears to schedule a repairman to see what was wrong g with my oven. He was very nice and diagnosed the problem and ordered the part. I told him I needed the oven to be working properly for thanksgiving. I've spoke to numerous associates in regards to the part and no one knows when it will get here. How can this part be so hard to get when sears is still selling the same exact oven in their stores?!

I bought my washer and dryer two years ago when I moved into the home in which I now live. I've been unhappy for most of that time. My machine's performance continues to get worse. After a few months of using it, my dark clothing began to come out with white powdery residue on them. I changed to a liquid detergent, I tried water treatments, all to no avail. I've started setting my machine to "Deep Fill" for every dark load, hoping to rinse out whatever is causing it, but I still wind up having to re-rinse and then scrub at the residue when I take the clothes out. Also, the machine does not fill with enough water to fully wet the clothes. Even when I set my machine on "Deep fill, " I still get dry patches on my clothes. I'm sure they're not getting clean! I will never buy a Kenmore machine again, nor will I buy a top loading washing machine.

NO matter how small my load of clothing or how long a cycle I put this washer on my cloths DO NOT come out clean. Cloths always smell dirty and visible dirt are left on the cloths. Per the repair technician this is a known problem. It is supposed to be caused by the machine being designed with no agitator. I personally can not wait for this machine to brake so I can buy a different machine.

I purchased the washer new from Sears in Sandusky Ohio when they were closing the store. The washer just 2 years old. After the fist 14 months it started to get louder during the spin cycle. Now it is so loud that you can't be in the same room with it while its spinning. Sears delivered it, set it up, and leveled it. With the laundry room door closed it is so loud you can't hear the television two rooms over. I have contacted Sears. They want to send a tech out for $100 to diagnose the problem. I can spin the drum by hand and here the same noise only quitter. I have been told I would have to pay for the service call to diagnose, the service call to repair, and the parts. This would cost more than the washer was new. This is the second Kenmore washing machine I purchases in my adult life. The first one lasted 14 months and the motor went out, then it went out 3 more times until I finally pitched it. Swore I would never buy another. Several years later I let the sales people talk me into buying this hunk of crap. I will never buy another Kenmore product again. Called Whirlpool also. they would not help me in any way. I believe it is a bad drum bearing or something of that nature. An appliance repair man tole me I would have to buy a new gearcase for it. The part alone is $270. I wish we could buy good, ole fashioned washers that last again.

When I moved into my house it had a new appliances the Kenmore microwave lasted about 3 years then it died, so I purchased the same time again so it would fit the spot above the range.it lasted about the same amount of time and it stoped working. I thought Kenmore was a good brand name but apparently not. Microwaves anyway. So I have to replace again, not right they should last longer than that, there not cheap to buy .don't think I will be buying another Kenmore.

My 6 year old Kenmore elite bottom freezer refrigerator has a faulty compressor and is in need of repair via Kenmore's 10 year warranty for faulty compressors free of charge to me. When I called to schedule this repair, I was put onto the end of a long list of customers regardless of needs-based assessment and given a date 10 days away! 10 days for a refrigerator is not acceptable! I originally spoke with a representative names Lucy when I made the call on 10/13 around 11:45 am. At my request, Lucy escalated me to a manager since I was extremely unhappy to wait that long, nor be charged a service fee for Sears' brand faulty refrigerator that states free of charge!
The customer service manager, named Princess in the Philippines, was unhelpful in any way of service or resolution - it seems her hands are tied by the system and lack of service technicians who want to work on the weekend! WHAT?! Absurd. On both accounts. First, Sears needs to hire individuals who want to work on the weekend to meet customers' needs! Second, How can you NOT have a Tier-based determination of service that escalates for particular emergencies such as a hot water heater in the winter, or a family's stocked refrigerator as top needs?! Third, do you not value your own brand? A Kenmore appliance might be considered for escalation for service requests as a way to get Sears customers and keep them happy! Fourth, how about that this refrigerator is only 6 years old!
I need this service technician who is scheduled to come on October 25th to instead be here before this Friday - Today, Tomorrow THAT is acceptable - next Wed!? not acceptable! Princess had nothing more she could offer as a customer service manager than to re-tell me that I can check the website to see if there are sooner cancellations! Not helpful to my needs! Lastly, The Kenmore warranty states free of charge - therefore I do not expect to pay for Sears' faulty brand of refrigerator.

Angry customer doesn't even cut it - as I deliver Quality customer service and I did not receive it at all with this experience. This is just all around unacceptable to me. I would like to resolve this with you today, please so that I do not need to seek further action. Thank you!

Since we purchased our Kenmore Series 500 washer, we fear that it is going to come apart during spinning mode. Many time we must force stop and try to rebalance the load. In the attached video, this is a small load and after I stopped the spin and rebalanced the load. The video does not give justice to the violent vibrations and shaking. Also during washing, the machine make strange clanking noises.
Rick Davis PO Box 291 Madison Florida 32341
[protected]

Elite Washer Rusting at Bleach Tray, Dryer Cause Black Stains on Clothing

I have just started seeing rust around the bleach tray and rust bubbling up under paint at tray where else I do not know. The dryer started leaving stains on white color clothing 2 years ago and was going to talk to the service tech when he would come out on his yearly check up and I believe all these problems could of been resolved back in 2017 but I was denied my last visit because me extended warranty ended on my 2012 machines on Nov 27, 2017 but the 2016 check up was on Dec 20, 2016 and when I called in 2017 they said it had to be ONE YEAR before next service and me Warranty would expire before that date. Nov Dec of 2016 I called in Nov but Sears schedule and mine did not work until December of that year I should not lose a year of coverage over times for both of us to match, other wise when you buy the warranty you should be told about the yearly date and sears should accommodate for these dates so your full warranty will apply, after paying over $1200.00 for the pair and over $500.00 for the extended warranty at that rate I could of bought a New Washer. I wish Sears to repair the dryer I understand it is leaking oil or the front seal is causing it I have cleaned it and it did not help. As for the Washer I wish it be replaced with a new one so the rust will not effect the structure and stability of the washer after all some of these models rip apart when the become unbalanced or at high speed spinning. My Information below and if you need copies of purchase and home service receipts please let me know. Thank you, John

Kenmore Elite Washer Model # [protected] Serial # 209kwfna7307

Kenmore Elite Dryer Model # [protected] Serial # 208kwzh92933

Date Purchased 11/13/2012

Extended Warranty Purchased 11/27/2012 Expired 11/27/2017

New refrigerator purchased may 2018

August 8. Called repair. Icemaker not working properly

08 10. Service call. 2 parts need ordered. Compressor and freezer assembly. New date for repair 08 22.

08 21. Email from sears. Call us. I Called. Advised 1 part on backorder until 09 24. I asked ab 2nd part. They said that order canceled. I asked why. They were investigating. Spoke to a supv. Requested unit replacement. They will not register anything ab replacement until I have waited 30 days.

08 22 New appt scheduled by sears for 09 01

08 31 email from sears. Parts on back order til 09 24.

09 12. 30 days is up. Called sears and registered request for replacement event. Advised I will hear from them in 3 to 5 bus days

09 20. Response re complaint. Denied.

09 24. No parts. Called sears. Told they should arrive today.

09 26 email from sears. Appt scheduled 10 02. Parts still.have not arrived.

10 01. Email from sears. Call us. I did. Parts now on back order until 11 10. I requested replacement of unit or a refund and return. Both requests denied. They offered me a $30 gift card for my troubles.

10 01. Later same day. Sears called me to tell me parts on back order.

10 01. Complaint initiated with Ohio Attorney Generals Office Complaint Board.

Purchased my kennmore washing machine with the warranty through you. First of all, the washing machine has no agitator the clothes get all tied together and ruin our clothes, it bounces all over in my garage because it is always out of balance. Ive complained before, but no one gives a rats butt. The low water thing is the stupidest idea ever. The clothes don't come clean. Just today I have had to wash the same load 4 times, it's junk and destroying all my clothes. I like the agitator better we've bought kenmore before, but I will never buy any thing again, for one thing junk, no customer satisfaction. The lemon law on my warranty, and their it's junk, you are suppose to replacement it. Customers should be first priority, since we've made your product a house hold name. My mom had a kennmore for 15 years in the 60s when pride was in the product. I think you should look at all the complaints. I think I should get the lemon law. Lori. [protected]@yahoo.com