Sears
Reviews and Complaints

Called Sears Home Service to schedule a repair on a refrigerator that was not working properly. We have a maintenance agreement with Sears on this appliance. The call was made in the middle of March around the 15th. The earliest appointment was for April 20, 2022. More than a month without a working refrigerator! On April 19, 2022, the day before the scheduled repair appointment we received a phone message that the appointment was cancelled and would have to be rescheduled! The earliest it could be rescheduled was May 17, 2022! ANOTHER MONTH WITHOUR A WORKING REFRIGERATOR!

4/4/2022 called for service due microwave inoperative

4/6/2022 tech arrived "I told him main board @ fault" after checking he said have to reschedule due oven needs to be removed and requires 2 men.

4/13/2022- 2 techs arrive "I again told them it is the main board and that the oven does not need to be removed because main board is located behind the upper control panel". 2 hours later after they re-assembled and installed the oven they said they have to replace the main board. They removed the board for repair because they no longer make them "I reviewed the internet and found I could purchase all the boards I wanted from several suppliers".

4/20/2022-still have not heard from sears email or phone call. Called their home services number, recording said the board has not shipped yet.

Tried to talk to anyone about when I can expect board, it is impossible to find any number. Bottom line so far I don't have a oven or microwave to cook because cheap company sent my board for repair so they could save nickles when I paid $1000 for this service contract. I had 2 houses with their contracts for 9 years and 5 service calls and they always never had the part and had to send my part away for repair with down time 3-4

Weeks for me. Their advertisement says fixed first time.

Dishwasher gave HE error indicating heating element problem on 2/18/2020. I purchased the unit on 7/6/2020 with a 5 year protection agreement. I promptly called to have it serviced. Service technician has so far been here 3 times and the parts he is getting are not right even though he's using the model number to order them. As of 4/11/22, dishwasher is still broken. The problem was a burned wire connection to the heating element which could have resulted in a fire. This was clearly a defect in the unit. I have been unable to reach Sears dispatch or any department with Sears who can get the correct parts or provide a replacement per my protection plan.

I wanted to to express my complete disappointment with Sears Home Warranty and Cinch Home Services that they warranty with. I scheduled my repair appointment a week ago as the freezer and ice maker were not working on my refrigerator. Waiting a week for a repair was bad enough. The tech then came and worked on the refrigerator, however, the next morning, the issue still isn’t resolved, and the refrigerator itself is now not working along with the freezer and ice maker. I called back to have them come back to check it, and the first available appointment was 10 days away. I was not available that day, so I gave 2 other days after that even, and they could not schedule an appointment. So now it is going to be another 3 weeks until they can come and check out my refrigerator again, and who knows if they will fix it this time or not. So I am waiting for a month to maybe get my refrigerator fixed. This is completely unacceptable and a total lack of customer care and service.

So after talking with Sears and giving a second chance after my first complaint, I did not think things would get worst, but seems I was wrong. They contacted me after the original complaint and they found an earlier date to come back out and inspect the fridge. I thought we might be on the right track. The technician came, he looked at the unit and said the compressor was shot. He took a picture and then said was sending to Sears and they would contact me if it would be repaired or replaced. So I waited to hear from Sears. After almost a week, I called customer service to see what was happening. They told me the service was complete and closed. The person on the line said that the tech had put in that the fridge was made to be a free standing unit, but was put in a French door cabinet. I said, no, it is free standing and not in a cabinet. To prove my point, I sent them pictures of the unit not in a cabinet, and it is in the same refrigerator space that almost every home has. So now it is going on 4 weeks since my initial filing for service and I am still without a refrigerator. After reviewing the pictures, their customer service department still denied the claim saying it was installed with insufficient airflow. I said that it is in the space created for a refrigerator, and I had purchased the unit from Sears, and they had installed it. And it was never mentioned as an issue at installation, or the previous time I had a repair completed, which was also by Sears. To rub Salt in the wound, I asked to cancel the warranty, and was told that since I had made a claim, I had to pay for the next 6 months, or I would just be billed for 6 months worth of payments if I cancelled now. I said the claim was never fixed, but that didn’t matter.

It is completely ridiculous the way that Sears and Cinch treat their customers. Not only is customer service bad, but service recovery is even worse. After being a customer of your for almost 5 years without a claim, the one claim I do ask for, nothing is done. I will never have anything to do with Sears again, and I suggest that everyone else should not use them as well.

Our Kenmore Side by side refrigerator stop making ice on March 3, 2022. We have a Sears MPA. We called for repair and got a Technician March 7, 2022 (from Teklogixx [protected]). He said the compressor needed to be replaced.

The compressor arrived at our house on March 11, 2022. Called Tecklogixx and set up technician for March 13, 2022, to install compressor and tune up refrigerator.

Everything worked fine until March 27, 2022. Same problem as before Not keeping frozen food or making ice. Called Sears MPA they set up another technician for March 29, 2022, He said it need a freon balance and a dryer filter. He said he does not do that kind of work another technician would have to come and do it. What a waste of our time. He said to call Teklogixx and get another technician to do the work. I spoke to Kathy she knew about the problem and set up a technician for April 1, 2022. He came out and installed the dryer filter and balanced the freon. He said to leave refrigerator un-plugged for 1 hour, We did and after 5 hours it still did not make ice or keep food frozen. I called the technician on his cell phone and told him what was going on. He said to call Sears and set up another appointment. I did.

They gave me an appointment for Monday April 4, 2022 at 8am to 12pm.

I called Teklogixx on Monday at 11:45 am to see about the appointment because I had no call for someone to show up. They said that they did not get a order from Sears for repair. I received 5 tech messages from Sears stating someone would be at my house on Monday April 4th. Sears said Tecklogixx was going to do the work Monday April 4th.

Here it is Tuesday and I have no appointment and nothing is scheduled and no tech messages.

I have been a Sears customer since 1985. This not the way Sears would have treated a customer.

Jack Kyle

720 Island Shoals Rd. Covington Ga., 30016

[protected]

My name is Beverly Landrum. I bought a brand new upright freezer from Sears in Waynesboro MS in March of 2021. It stopped working in December 2022. Called for repair. Man came on January 19th said it needed mother board. He ordered part and said he would be back February 8th. He did not show up. We went on line and it kept saying part was back ordered. We called [protected] on March 15th lady told me ( I have it recorded) technician will call 2-3 business days, no one has called. I called back March 29th they would not help at all, kept transferring me around, didn’t get any help. I pulled up our on line status and it said replacement was authorized. I feel like I have been scammed and out $1,059.00 of my hard earned money. Very very Sad right now.

I have a protection agreement with Sears home services. It appears that it is not worth the paper it is written on. I had a washing machine that needed to be repaired. I first called November 22,2021. One of sears so-called tech came out and ordered some parts that are still in my living room. These parts, by the way were not for the repair. I had to have my washer repaired by a firm locally on March 21, 2022. Appointments were set a number of times, but the tech did not show up and on one appointment he lied and said the repair was complete and he never came to do the repair.

The parts that the tech ordered I have trying to have these parts picked, but no luck, cannot talk to someone that is in the states always someone in India, The Phillipines, Se Asia. All promise to help but never do, they are to send labels for UPS to pick up, haven't seen any yet.

Another thing, I tried to cancel my agreement and get a refund for the remaining months left. I was told that I could not because the tech came out and ordered parts. I always thought that Sears was a reputable business. Boy

was I wrong. I'll never do business with Sears in the future

My range was under an extended warranty when the top oven light went out. I called for repair the beginning of February 2022 and was given a March 1st appointment date.

March 1st a technician examined the light and ordered two parts for it and made a new appointment date for March 21st.

March 21st a technician came and installed the parts and the light still wasn't working so he ordered another part and made a new appointment date for April 19th.

I didn't use the range that evening or most of the next day, March 22nd, only to find out that four out of five stove burners are now inoperable and the top oven is inoperable. The technician maybe disconnected something while working and did not reconnect it? I don't know.

Two online chat conversations with a rep and a phone call to a rep - all promising to have someone call me back - has not rectified the situation and no one has even called back. At last, the best thing done so far is they moved my appointment from April 19th to April 18th.

I have lodged a complaint with Sears via email and have not even gotten an automated response acknowledging that they received it.

The situation has been made much worse now than the original issue of a simple light due to technician error.

I've already received the latest part ordered by the technician and really want this stove fixed. Waiting until April 18th for all of it now is unacceptable.

Refrigerator stop cooling and a technician was sent out and determined that it was not fixable. Sears sent a second technician who determined the same and Sears was having to issue a refund but has given me the run around for almost 1 year. Everytime I call I'm told my refund request will get escalated and that I should get an email but every week nothing comes in. Each rep is able to see the notes about the refund but apologize that the request has not been complete. I'm never able to get transferred to a supervisor and have been promised every time that this time the request will get processed. Sears has no issues taking my money when purchasing but now that they need to refund me money they are taking there sweet time.

I have called multiple times. They keep saying someone will call me back in 24-48 hours to make an appointment. I just want to order the part I need for my dishwasher and I can repair it. I have a master protection agreement. No one seems to know how to do this or cannot even call me back to set up a time for a technician to come out and diagnose what I have already done to get part ordered to fix this dishwasher. For 24+ years we have had protection agreements on all of our appliances from Sears. This is absolutely disgusting how this company treats a long term customer. I will never purchase anything else from your company. Someone needs to fix this system.

Washer broke down in March 2021 . Would not drain clothes completely. Technician told us to get home Warranty so repair would be covered so we did. He said it fixed. We ran it & same issue. He came back out ordered new pump & control panel. Pump arrived & told panel on back order. Called continuously & got same information. After 9 months told part discontinued. Asked about new machine & told we were miss information that item not covered since we bought Warranty after first service. Tried to cancel contract & told it would be more expensive to cancel than to finish contract. We have paid $600 for contract, going to laundry mat. Now still have to buy a new machine. We are senior citizens in limited income & have been ripped off & deceived by Sears. We feel we need some restitution. James Hall [protected].

We contacted Sears to repair and refrigerator that quit cooling in the fall of 2021. It was still under factory warranty. They came and fixed it but charged us $500 and also enrolled us in their service program.

A few weeks later we had a leak from the icemaker. We called and they sent a technician out who did not fix it but ordered a new door for the fridge and scheduled another warranty visit by a sears tech, he came and could not fix it. He called and scheduled another tech to come out a couple of weeks later. He came, could not fix it and charged us several hundred dollars again . By this time we had sold the condo and had to have the fridge fixed. We called a local independent repair person who came out and fixed the issue and charged us and we paid $500+.

We called sears and complained and they agreed to cancel our service contract and gave us a cancellation number.

They continued to send notices to our credit card to be paid for the monthly service contract. We called sears again and they again agreed to cancel the service contract. and gave us another cancellation number.

But they continue to charge us every month. We paid sears well over $1000 for service to that appliance and only got satisfaction when we paid another $500 for a real repair by a local independent repair person.

Sears has a byzantine process of routing you calls for help to and then through numerous departments. None of whom resolve anything.

Service date, 03/04/2022

Unit number 0008309

Service order number 4013041

Kenmore refrigerator/freezer

Gerald r. Tilson

44487 white pine circle east

Northville, mi. 48168

[protected]

Master protection agreement

After filling out the multiple page food loss claim form, I tried to submit it, the total of the loss dollar amount would not calculate, and when trying to submit it, error kept coming up on the screen, I deleted all the information and reentered it again, same result, then again same result,

It seems that the form is designed to keep customers from actually making a claim. I have close to $250.00 worth of spoiled food due to compressor failure on a machine bought in 2017.

This is hardly good customer service, which is what I paid for with this master plan.

I could not find any way to complete and submit this form.

Hello

My name is Hossam Elissawy and I have had a service contract with Sears Home Warranty and three months ago, I had an issue with my refrigerator due to the freezer not working and as a result, the contents inside the freezer began to defrost so all that food went bad and had to be thrown away. To resolve this, I contacted Sears Home Warranty since I had a contract with them. The service company sent a technician and he concluded that a part needed to be changed so he ordered one and I had to pay for that part out of pocket (86$) since the insurance did not cover it. 3 weeks later, the same problem occurred even after the part was changed and I called the service company once again and they tried to fix it but they said that if it happens again, then it is a pre-existing condition and that it is not repairable. They said they were going to contact the insurance company to get it replaced since they cannot fix it. I am paying 75$ out-of-pocket every time the technician comes to my home due to a service deductible plus $50 in addition to tax for the monthly membership fee. The same issue occurred March 2nd, 2022, and I called NEXTEC service company the following day and they said that they contacted the insurance company, and they were supposed to call me in order to set up an appointment to replace my fridge, but they never did. So, I called the insurance company on March 3rd,2022, and they said that they cannot do anything because it is not covered under the warranty

at this point i tried my best in every possible way i can no method went anywhere with them

all I'm asking is to get my refrigerator fixed if they don't want to replace it

this is why I'm writing to you in order to seek your assistance

look forward to hearing from you

Regards,

Hossam Elissawy

Totally dissatisfied with Delivery

Joanne Keegan

To:

[protected]@searshc.com

Tue, Jan 18 at 12:24 PM

to whom it may concern,

On January 17, 2022 my order was delivered. firstly, i NEVER RECIEVED a call the night before from sears telling me my delivery window time, by 11:30 on the 17th STILL NO CALL from anyone, I had to call and find out when my foundations would be delivered!

The driver calls and we ask him if he has a mask, booties and gloves. he replis I have a mask, I'm not allowed to wear booties it's in my CONTRACT, I could slip and fall? we tell him we'll give him booties at the door just to enter our home, he continues to argue with me over the phone about the booties policy, so we tell him he'll have to remove his shoes, he says he'll talk to us when he gets here. When he arrives he goes on again about the no booties policy in his contract, so we tell him then he has to remove his shoes, HE REFUSES, after we tell him if you don't remove your shoes or put on these booties you can take back the foundations and we'll just cancel the order, at this time he puts on the booties we supplied, his boots were filthy, he had no gloves on and his hands were also filthy. We are in a pandemic and who knows where he's been and what he touched and stepped in, this was TERRIBLE and I had to pay $79.99 to be treated like this by some young punk? The other delivery man REFUSED to come in and when he got the old twin foundations he just THREW THEM DOWN THE STAIRS, anyone, child, dog, person could have been walking along the pathway, he couldn't see if they were coming.

After the foundations were in place we noticed a piece of the plastic on the end was coming off, the delivery guys answer to that, "it's only plastic bro", he took a picture of it.

This was a terrible delivery experience, and to think you charged me $79.00 for it is a disgrace. It states the delivery men will remove their shoes, we'll they REFUSED. We feel we should be reimbursed for the delivery charge and if not this will probably be the last time we buy from Sears. Train your delivery men to better respect the customer, because without us Sears and them would not have jobs.

J.R. Hill

ORDER DETAILS

HOME DELIVERY STATUS: Processing

Delivery Address

JR Hill

Phone

[protected]

Order Date

Sun, Jan 02, 2022

Estimated Delivery

Mon, Jan 17, 2022

Salescheck #

[protected]

[protected]

ITEM DETAILS

Stearns & Foster 9" Standard Profile Foundation Twin XL/Split King

Item: [protected]

Model: [protected]

KSN: 4308503

UPC: [protected]

Size: 79.0 x 38.0 x 9.0

Condition: New

Mattress Recycle Fee: 21.00

Sold by SEARS

Sears Return Policy

PRICE QTY ITEM SUBTOTAL

Sale $175.99

Reg.$359.99 2 $351.98

Item Total $372.98

ORDER SUMMARY

Purchasing Info

Billing Address

JR Hill

16425 Harbor Blvd, Apt 247

FOUNTAIN VALLEY CA 92708

[protected]

Order Summary

Sale Price Savings $368.00

Subtotal before Tax $351.98

Sales Tax $32.56

Shipping & Delivery

Delivery $79.99

Order Total $485.53

You saved 368.00 on this order

How You Paid

Total Charged to Sears Plus ending in************4782

Account type: CreditCard

485.53

TOTAL PAID 485.53

Joanne Keegan

,

[protected]@sears.com

Thu, Mar 3 at 1:23 PM

This is the 3rd attempt to try to get my $79.00 delivery charge taken off my bill. I have called your customer service dept 3 times previous to today's 10 times with 10 different phone numbers and have been given wrong numbers and NO ANSWERs or my MONEY REFUNDED, just hung up on or transferred to another dept. Now we are given this email! This is a disgrace, we have NEVER had this problem trying to contact Sears before, we are 40 year customers. If this is not resolved we are contacting the BBB, and then closing our account with you. Please contact me that you received this email, [protected]@yahoo.com or [protected].

J.R. Hill

I have been working with Sears and the Master Protection Plan for almost a YEAR! It started in June of 2021 my top freezer refrigerator kept freezing up and not auto defrosting, was happening for 9 months but did not call until June 2021 due to Covid-19. It took 2 weeks before I could even schedule an appointment due to their systems being hacked and no appointments could be made due to their systems not functioning. Finally, in mid-June 2021 I had an appointment scheduled for service for July 3rd, 2 days before this date it was cancelled and rescheduled for July 17th, again a few days prior I was contacted that this date would not work due to service people out with Covid-19. It was scheduled now for July 24th between 7am-11am. I received recorded call that morning a little after 7am saying the service tech was on his way, after more than 15-20 calls that Saturday and no one knowing where this tech was, he finally showed up around 5:15pm with no call to let me know he was on his way. As this person approached my door it appeared, he was intoxicated! I told him to leave! I called Sears back immediately to file a complaint, they said they would take appropriate actions and get back with me, they NEVER DID! Sears had sent 2 parts, a new freezer thermostat and freezer defrost heating element, I watched a You Tube video and installed them myself. I waited several weeks and never hears back from Sears and my freezer was again freezing up, so the new parts did not work. I again called in early September 2021 to schedule another service call it was scheduled for October 12th, the day before the call at 4:30 pm Nora from Repair King called to tell me that they could not come that Sears did added it in error and I would have to call Sears back to reschedule! After 5 more calls to Sears, I finally got someone to help me on the 13th to reschedule for October 21st. The tech came and checked the 2 parts I installed and looked at the old parts and determined the new parts were installed correctly and there must be some other issue. So, he advised to have the mother board replaced and called his manager for approval, so now I had to wait again for the part to arrive and schedule another appointment. On November 16, 2021 the technician arrived and replaced the mother board. The tech was here about 5-10 minutes and left saying this should fix it. A few weeks later I checked the freezer and again ice buildup in the freezer so called again and scheduled another appointment for 12/20/21. I waited all day for the tech again only to have the sane tech that showed up at my home back in July intoxicated sent to service my refrigerator on this day! I had informed Sears each time I scheduled a new service call to NEVER send Tech Tim C. ever again but they did. I politely asked him to leave my property, he did. So back to calling again was connected to an escalation team who rescheduled the appointment for Thursday, December 23rd. This time they sent a newer tech, Joseph S. He was very polite and inspected my freezer and then called his senior tech (Wesley) to review the issue. Joseph had his phone on speaker, so I was able to hear the entire conversation, Wesley reviewed all 3 parts that had been replaced and then asked Joseph for the model number. He then asked is it a 111 which Joseph said yes. Wesley then said that this top freezer refrigerator made by Daewoo was a piece of crap and this was a known issue with this model and that replacing the parts were known not to fix it. He advised Joseph nothing else could be done and that my Sears Master Protection Warranty should cover and replace the refrigerator and they would put this information in their Tech notes. They told me to follow up with Sears on the process to have the refrigerator replaced. On 12/27/2021 after the holidays the nightmare of trying to get an answer and approval for a replacement refrigerator began! At one point I was contacted stating a tech would need to come back to my home to verify the refrigerator was not repairable, I told them no as it was noted in the last technicians notes to the refrigerator was not repairable, but they said I had only had 3 service calls and needed a 4th for before this could be done. I said, what will the next tech say except the same. After numerous calls 19 in all from 01/06/2022 through 02/01/2022 with so many excuses from Sears I finally spoke to someone who advised me to contact the Service Tech Joseph who wrote the final notes that my refrigerator was not repairable. I did still have his cell number and called him and asked if he could advise his district manager regarding the issues, I was having getting approval per the advice of the customer service person I had spoken to. Joseph did call me back that afternoon and said he had put in his tech notes the refrigerator was not repairable and advised me he gave my number to his district manager and she would call me back. I never heard back from her but did finally receive and email from Sears Home Services after endless calls and hours spent trying to resolve the issue on 02/07/2022 for approval of replacement with a dollar amount.

Bought Kenmore Elite Grab-N-Go Bottom Freezer Refrigerator

Model # 795.73167.610 on May 2018.

The Compressor Failed and we lost all the food.

Sears sent a technician and he Diagnosed that Compressor is gone, still under warranty and he replaced it.

He also mentioned that the Compressor is Manufactured BY LG and they have been aware of problems with there compressors and refused to recall. He replaces at least 3 faulty compressor every day.

Cost us $600 for labor to replace the compressor.

My Complaint as Sears and LG were aware of compressor issues, Customers including me should not have to Pay anything to get a replacement compressor.

My order # [protected]

My elderly mother has a kenmore range that I bought for her with a service agreement. Her oven on the range has been out since Thanksgiving. She has had several service calls to come out and fix the range. The first time it was fixed it went out again in about one week. She has set up another appointment but that appointment no showed 12-31-22. She set up another appointment in January the technician came out and said that he needed another part but because it was the 3rd time he told her to call him when the part came in. The part arrived in about a week. The appointment was again set up for March 4, 2022 but because she has had multiple problems, the appointment was moved up to 02-15-22 at 0800 and because she is elderly she wants her appointment early am. When she gets one scheduled my brother or I have to take off our jobs to be there because she does not want to be alone or we arrange for a neighbor to be with her. Taking off our jobs cost money and time but we do it anyway because it is our mom. But does Sears care, oh no! The technician was a "no call no show" on 02-15-22. So I called again today and they wonder why I am upset! My Mom should not have to be going through this. The highlight of her day is cooking. We could get someone to fix the appliance, but sears will say someone else messed with the appliance and caused the problems. You wonder why sears is in trouble, it is because of the way they treat their customers. God does not like ugly and he is not to fond of pretty. His memory is not short like ours. When you do people wrong he sees and he knows all. Sears should have replaced my Mom range with a new one. The people that they are contracting is making them look very bad. Sears, you sold my mom the Kenmore range now you need to make it right!

First appt 2/7 Part ordered Repair scheduled 2/18 8-12AM Call at 11:15AM Tech not coming no reason given Caller's English was not adequate Rescheduled for 2/22 I called to say this was not acceptable-they agreed to send someone that day since we had placed a large grocery delivery for that afternoon, He was another no show Next appt now 2/28 no explanation and the notes say we canceled the appt on the 18th which is a lie I have kept everyone's name I spoke to This is our refrigerator and we are a family of 6. I do not appreciate being called a liar and am sick of putting bowls of ice in the frig to maintain the temperature so what little food I buy stays cold We need milk for the children and the mini frig doesn't cut it

Hi,

Our Refrig has no Ice or Water since Nov 2021 . I have been getting the round around for 3 months now.. they state part ordered ( new door) on Nov 26, 2021. I have called several times to follow up. I have been told it's in transit? I have the Sears Service agreement.