Sears
Reviews and Complaints

KMART #3131
hello I have only started working for the company for a week or two now and I have found it very difficult to successfully succeed. for starters there is an abundance of fruit flies/ gnats flying around the store and backroom offices. secondly the store is way over due for a REMODLE. The bathroom conditions are unspeakable, there is mold in the sinks and mold throughout the tiles on the floors. although the bathrooms and floors get cleaned every morning, there still is a problem. Thirdly there is an infestation of mice in the outdoor/ gardening section of the store. I NOTICED THEM ON MY FIRST DAY OF WORK. Im sure there have been costumer complaints as well. Lastly there is only one working printer in the back office, which is an extreme inconvenience. Also all of the costumer computers have never worked throughout the store for costumers to use. Additionally there isn't any store WIFI for employees to use.

To Whom it May Concern,

I am hoping you can help me. I am reporting this issue so that someone else do not have to experience such unsatisfactory customer service. I am having a major issue with my Sears Master Protection Agreement. For years I purchased appliances and trusted Sears for their services and repairs. My issue is with the technician that performed routine maintenance on my Water Heater. My phone number is [protected]. I live in Jacksonville, Florida.
I scheduled an appointment for routine maintenance on my Water Heater. The technician that performed the maintenance stated that my water heater is in good condition. He asked me now is the time if you want to increase the temperature on the hot water. I told him it was fine the way it was. It was obvious he adjusted it even though I stated not to touch it because after he left the hot water was changed. It was not hot enough. So I had to waste another Saturday to wait for the technician to show up again.
The same technician came and I explained to him it was because he adjusted the temperature on the hot water it no longer gets hot. I told him whatever he does do not put it too hot. He did not troubleshoot the problem by adjusting the temperature and letting me test it inside the house. I am not a water heater technician but competency tells me that he should have ensured the water was not too hot before leaving.
That night I tried to take a bath and the water was unbearable. The hot water was scalding. I tried to call Sears to see if they could get me in the next day which was a Monday 11/5/18 but the system was down and Sears was unable to schedule me an appointment. I was told I would be called by dispatch on Monday.
Monday came I did not receive a call. I had called the technician at [protected] (that came to my home on Saturday) and he stated I had to call the 1-800 4 my home to schedule an appointment. (So, I was lied to by the call center on Sunday.) The technician sounded irritated that I called him and sarcastically said, "You know you can change it yourself!"
Now I have to wait for 11/8/18 from 1pm -7pm and hope I am the last one on the technician list because I work. If they do not put me last on the list then I will have spend a third Saturday waiting for a service tech to arrive and who knows when I will be able to get scheduled for a Saturday.
In addition, I tried calling the Protection Agreement Benefits Administration, and was transferred and hung on twice on 11/5/18 at around 6 or 7 pm. So frustrated because I wanted to log a formal complaint against the technician. It clearly states on my water heater that any temperature over 125 degrees will put people in danger to be scaled.
I have a Master Protection Agreement that was not upheld. My and my daughter removed the plates to change the temperature and it was set over 125 degrees when I clearly stated to the technician not to put it so high to burn me.
If you are unable to help me please pass this complaint to someone who can. This service technician is clearly incompetent, a danger to me and my family, unprofessional and disrespectful.

Sincerely,
Theresa Edwards

Please, we need your help!

Our Kenmore refrigerator stopped working 49 days ago. We have faithfully paid monthly for an extended warranty.

A Sears technician came out to repair it on October 12th. 3 hours into the repair he accidentally fried the wiring harness with his blowtorch. He assured us that Sears would be contacting us immediately regarding a replacement. They did not.

Apparently a claim was filed but now no one will return our calls. Not Sears, Cross Country or Sedgwick. When we call, the representatives say they are unable to help us. Sometimes they say they are escalating the issue and we will receive a call back within 48 hours. No one calls back.

Thanksgiving is coming and it is such a special time for us to gather with our children and grandchildren but I don't know how I can do it without a refrigerator.

Please, is there someone who can help resolve this issue? We would be eternally grateful!

(My husband has 8 pages of detailed notes regarding each contact we have had with Sears, Cross Country, and Sedgwick regarding this issue if you would like me to send to you.)

Sincerely,
Nancy Holwell

Patrick and Nancy Holwell
[protected]
867 Hamal Drive
LITTLETON, CO 80124

Service Job ID #SCCL9SLL5L-8

Sedgwick Claim #: L1810155026-0001

On 10-15-18, I called Service to have my 2 door Kenmore refrig door gaskets replaced due to mold, was told to order them from parts which I did. I asked to have them installed, was referred back to Service, they advised I buy a 1 year $300 protection plan that would include parts so I did. Service told me to cancel parts order which I did by phone. The parts were delivered anyway, I called for pick up, they were not picked up.
on 10-30-18 Service TEch arrived without the gaskets, I showed him the gaskets & he installed them, said parts would refund my $111.37. Tech stated mould was caused by malfunctioning heat strip (wires broken), he ordered that part & will install it on 11-19-18
When I called for refund, on 11-4 I was told its against policy to refund parts unless they are returned. I called numerous departments & explain circumstances, spent over an hour with many disconnects & was finally told there was no way I could be reimbursed for the parts that should have come from on service call. I have been a loyal Sears customer for 40 + years and
feel they are remiss & unethical in refusing my request.

***Sears claims they are "a leader in the service contracts industry and proudly stand behind their product, " That's what a Sears spokesman told Business Insider last year.

Well today I would have to disagree and regret purchasing a service contract with Sears...
I scheduled an appt for maintenance between 1-5 pm today [protected]. A auto bot call left a voicemail for me yesterday reminding me of the 1-5 pm time slot. So today I have sat at my home since 12:30 pm waiting, carrying around my phone waiting for the ‘we will be there' phone call. Finally at 5:35 pm I called the 800# and was informed I was the last one on the schedule for the day and they would be there very soon. I expressed my frustration at the inconvenience and was told that she would text the technicians to call me. Ok, another hour later and I am still sitting here without any contact from anyone. I as a customer have paid them big $ for a service contract...took half a day off work to sit here between 1-5 pm and cancelled evening plans because " the technicians were still coming". Wow... that's customer service at its finest!

Update ...Just received a phone call from the technician at 7:10 pm asking to reschedule for another day. Ugh!

I am submitting my complaint to you since I have reached out directly to Sears to file a complaint and find that their website page ‘CHAT' does not even work to connect you to anyone. That's concerning...too many others must have had similar issues and Sears doesn't want to hear about it. How does a customer get satisfaction when treated this way? Tomorrow I will be making repeat calls to reschedule again...and calling to see if I can get a refund on my service contract before it's too late.

worse experience with technical services in my life. Where to start, first by saying that despite the fact that 4 different technicians came to my house to fix my dishwasher, it is still not fixed. The 1st technician didn't find anything wrong... like I would willingly pay a non refundable $100 fee for them to come with a perfectly working dishwasher... This 1st guy told us that it was may be because it was needing a deep clean and recommended a product that we bought through him. A few days later the product arrive and it was a washing machine one, not a dishwasher one... we then looked on internet to see if it was the same (it is not) and found out that they sold us the product 2.5 to 3 times more than it cost in retail stores ! Bough the correct one and clean the dishwasher - still not working.
The second technician came a few weeks later and because we insisted for him to keep testing our machine, he managed to see what was wrong, but was incapable to know why it was doing this, so he spent the rest of his time on the phone with another tech telling him what to do. They finally told us that our pump was bad (seems logical as the problem was that the dishwasher was doing nothing once it was filled with water...). He ordered the part and booked an appointment for the following week for somebody to come and fix our dishwasher.
A couple of days before the appointment, we received an email from Sears telling us that they cancelled our appointment and that we had to call them to reschedule ! the reason they gave us was that the technician that came last was not available on the day we agreed on so they had to reschedule for another day. That put the new appointment on a week day, meaning that we had to reshuffle our schedule and deal with time off work for that...
The time for the appointment finally came and a 3rd technician arrive (yes, they rescheduled because the 2nd tech was not available on the initial agreed date but yet they sent a new technician...). This guy stayed in our house for 4 hours, most of it on the phone with somebody telling him what to do and then told my wife that he couldn't fix it and that a new tech was needing to come 2 weeks later !
I then called Sears to complain and see what was going on. I managed to have an appointment for the next day and not 2 weeks out (washing dishes by hand everyday starts to get old...), and when I asked what was going on and what would happen if the next technician would not get my dishwasher fixed the only answer I had was "don't worry, our technicians are very good and they will for sure fix it tomorrow, no need to worry about that".
So yesterday, technician number 4 came, no history of what was done before or what the problem was, and after a few minutes told my wife that he couldn't fixed it because he was needing to take the dishwasher out and he couldn't because "it was wedged in too tight and he couldn't move it" (it's a build in dishwasher). At that point, I told my wife to give up and tell him to leave and cancel all service on our dishwasher. When I arrived at home that night, it took me less than 5 minutes to get the dishwasher out of his space. I guess the technician, who is per Sears assessment "very good and will for sure fix my issue" did not realize that the dishwasher was anchored to the counter-top by 2 screws... like probably 99% of build-in dishwashers are so they don't move...
So overall, we had completely under-qualified technicians who did not manage to fix our problem, we paid a non refundable $99 diagnostic fee with no good diagnostic given to us, and rather arrogant customer service that will never accept the fact that they are sending under-qualified technicians and that my only option was to trust them because for sure they would fix it the next time and that there was no point in discussing what would happened if they didn't. Absolutely useless. I consider the $99 fee as theft.
We will kiss goodbye the money we gave Sears and we will buy another dishwasher and never ever use Sears again

On Monday, October 29, 2018, I phoned Sears Home Services regarding my Kenmore 51832 Refrigerator. I purchased the refrigerator in April of 2017, so the one year warranty had expired by 6 months, but I believe the compressor is the culprit behind the failure, which is supposed to have a 10 yr warranty.

At any rate, the representative scheduled my service call to diagnose the problem, and sold me their home warranty for $49.99/per month. By purchasing the warranty program, I would only pay $80 for the service call instead of the $89, so now I am going to pay $120 to have the technician diagnose and repair my broken refrigerator up to $500. The appointment was scheduled for Wednesday, October 31, 2018, with a window from 10:00 a.m. to 2:00 p.m. for the technician to arrive.

Sears Home Services Order number [protected]

15 minutes before 2:00 p.m., I call the appointment center to see what was going on, and why had I not been called. The automated system gave a window of repair time as 2:30 p.m. to 5:30 p.m.! Talk about upset?!?! I requested a live representative. I was on hold 11 minutes and 20 seconds until Denver answered. I explained to him that the technician had not called, and now the automated service was giving me a "new" window that I did consent to. I explained to Denver how unacceptable and completely inconsiderate, that this situation is! I have spent 4 hours of my work day, waiting. I was not consulted about moving my appointment back, they just took it upon themselves to do so! I told Denver that I would agree to the repair time window, if, they deducted the $80 service call fee. Denver said he would not, could not, do that. After unsuccessful communication with him, I requested to speak with his supervisor. He placed me on hold and finally "transferred" me to their supervisor department, which he explained was busy with other consumers. With service like I am receiving they are busy because of their lousy service.

I held for approximately 5 minutes before the "supervisor department" agent, Mars, answered. I explained my grievance to Mars. I questioned her, "what are you all going to do to resolve the issue?" Her response was "nothing". Mars said there was nothing to do. I told her, as I told Denver, I will continue waiting for the technician, if, they deducted the $80 service call fee. She said she could not do that, but she could send me a $25 gift card. Wait. What?!?!? You can send me $25, but you will not deduct $80. She said, "no". I told her that wasn't good enough. She said she would send a $30 gift card. Wait. What?!?!? This is ridiculous! She wasn't willing to correct the situation by simply crediting me for the $80 service call fee. I purchased a Sears product, phoned Sears when it broke, purchased a 1 year warranty commitment for $49.99/per month, and, you will not simply deduct the service call fee?!?

I demanded to have her manager's name and number. She refused saying, "this is it. There is no where else for you to go". I said, "so you pay yourself?" She said, "no". So then give me the person whom signs your paychecks, name and number!" She said, "no". I canceled my appointment, and told her I would be writing a review about their horrible lack of communication, unwillingness to resolve an issue, and especially, their terrible customer service!

To add to it, the technician finally called (he called from [protected]), as I was hanging the phone up with Mars, and I explained to him that I have canceled the appointment that he was supposed to have been at between 10 am and 2 pm. The technician said that he didn't know why they gave that time frame. He had me scheduled for 1:00 p.m. to 5:00 p.m., and he was still in Lake City. Again, unacceptable. This tells me that they are overbooking their technicians, making it impossible to reach customers at their appointment time.

Very dissatisfied. I purchased a product from Sears. It broke after only a year and half. When called, they lie about appointment times, overbook their technicians, and do not put their customer first in any area!

I have had Sears Home services come to my house to repair my Maytag Washing machine. The first visit was on October 10. The repairman said I needed a part and the part was ordered. The part was delivered to my home on October 16 and the next repairman came out on October 17. It wound up being the wrong part and he ordered a new part. Something came on October 20. It wound up being the same wrong part as we discovered when the third repairman came on October 23. He once again order the part, which has yet to arrive. The fourth repairman is due here on November 2. I anticipate having to buy another machine as Home Depot, which sold me the machine in June 2017, Maytag/Whirlpool (the manufacture) and Sears, with whom i have a service contract have each shown themselves to be totally useless.

I bought a home warranty for appliances in my home with choice home warranty and schedule a home repair for my refrigerator. Choice warranty contacted sears for the repair work. I was contact by sears on 10.30.18 to Tell me my appt time was between 12 and 3pm. Mind you this company was at my house on 10.24.18 and determined that they needed to order a part to fix the fridge. 2 days later I was contacted and told by sears they would be expediting the part to be at my home on 10.30.18 the tech arrived with no part. I informed him that I thought he would be bringing the part, he said no, the part would be delivered to my home, well I told him I have no parts and how would the fix refrigerator. The tech check to see when the part was order and he seen it had been order but had no clue when delivery would happen. I am so disappointed and mad because my fridge is inoperable because it's freezing everything in my fridge. The company should have never told me that they could fix on the 30th, given there was no part. So the tech left and I still had no answer on when the part would arrive and when my fridge will be fixed!

On October 6, 2018 my husband and I went to Sears store on Golf Mill Center in Niles IL and bought an electrical kettle for $30.59 when we came home we realized the kettle did not work at all. We understood this store # 01290 on 400 Golf Mill Center is closing forever, however it did not give the rights to the store to sell defective merchandise.
Next day we went to the same store to exchange the kettle to a different one, however store clerk did not make any afford to check stock or offer any solution for our trouble.

She was rood and did not provide the customer service at all . When I asked her to tell me her name she yelled at me and told me she did not provide her name to anybody. However, I know you can find out who she was. She was at the register near tool department on Sunday, October 7 around 2:00pm. I tried to spoke with the supervisor and she claimed she is a supervisor.
If Sears hire supervisors like her no wonder the store will close forever.
During the whole conversation she just keep saying: " final sale, final sale, final sale." I do not think that Sears should sell defective merchandise at all, and if the store does it by mistake, has to apologize to me and take the kettle back no matter of final sale.

WE ARE SO DISAPPOINTED TO SEARS! I WILL NEVER GO BACK TO THEIR STORE ANYMORE!

Very unhappy Sears customers.

My Kenmore clothes washer was leaking in April, 2018. I called Sears Home Services. They referred me to Sears Home Warranty and I was given an unbelievable sales pitch to buy the warranty insurance that has turned into a nightmare experience.

On July 21, 2018, at 8:11 AM, I called Sears Home Warranty to open a claim for maintenance on the clothes washer and dryer. The customer service representative stated maintenance calls were over in May. I replied I was not given that information when I signed up for the insurance on April 5, 2018. The warranty contract was not valid until May 4th. He referred me to another department, and they did not accept the request. The clothes dryer caught on fire in October from lint built-up. This failure by Sears Home Warranty to honor maintenance on the clothes dryer contributed to the fire of the clothes dryer appliance.

Many calls were made for repair of the clothes washer.
1. Claim filed 9/3/2018, Service order # unknown. Appointment Wednesday 9/5/18 between 8AM and 12NOON. On Wednesday 9/5/18, the technician, Ron, called at 9:39 AM from [protected] saying he was on his way. At 10:30, Ron was a no show and I called [protected]; call went to voice mail. I left a message saying "are you lost?" At 10:48 AM, I called Sears Home Services [protected] and spoke to Argyle and reported Ron as a no show. He stated customer cancelled the appointment. I replied Ron is lying; he is a ‘no show'.

I called Sears Home Warranty [protected] and reported the appointment ‘no show'. I asked for the service call to be scheduled with a different company. It was routed to American Appliance Company.

On 9/7/18, Lance from American Appliance came and diagnosed washer leaking water saying the main drain is clogged and I need a plumber. NOT TRUE. Water was leaking from drain hose on back of clothes washer.

2. On Wednesday 9/12, I called Sears Home Warranty [protected] at 10:20 AM and spoke to Dasha. Appointment set for Friday 9/14 between 1PM and 5PM. I requested a 3PM TO 5PM window; TECHNICIAN DID NOT SHOW.

3. On 9/14/18, appointment was rescheduled. Service order # SCCL9S47LY; appointment Monday, September 17, 2018 with Sears Home Services Third Party Contracts between 10:00 AM - 02:00 PM.

Technician did not repair clothes washer. He stated a second person is needed to remove clothes dryer and the charge is $50.00. Before leaving, he changed the fee to $75.00 and said it may cost $100.00.

4. On Wednesday 9/19 at 7:48 AM, I called Sears Home Warranty [protected] and spoke to Sherrie about the $100 fee. She called Sears Home Services and spoke to Mariah. Sherrie issued a recall appointment, Service Order SCCL9SLTBY, appointment is on Thursday, September 20, 2018 with Sears Home Services between 08:00 AM - 12:00 PM. TECHNICIAN DID NOT SHOW.

A Female called at 12:50 PM on 9/20/18 from [protected] to discuss the $100.00 fee. I told her the appointment was 8AM TO 12 NOON and the technician is a "no show." Female said the fee is $175.00 and am I paying. I told her the technician said the charge is $50.00 and before leaving, he changed the fee to $ 75 and said it may cost $100.00. She called the technician and I could hear him saying he "was not sowing" because I would not pay the $175.00 fee. At that point I advised the female the call was being recorded because:
(1) Sears Home Services technicians failed to keep appointments on two occasions and lied.

(2) The technician is running a scam on the fee targeting seniors and females.

(3) The appointment was 8 AM TO 12NOON; why are you calling 1-hour after the appointment as I am at work. You could have called the day before or even 8 AM ON 9/20/18 to discuss the fee.

5. 09/25/18, I called I called Sears Home Warranty [protected] to report the fee scam. They re-assigned work order, #SCCL9SSJ6N. Service appointment is on Monday, October 1, 2018 with AMERICAN APPLIANCE COMPANY between 10:00 AM - 06:00 PM

Regarding the customer service representatives employed by Sears Home Warranty:

1. Wednesday 9/25/18, 5:38 AM I spoke to Zach. He would not handle claim and cut off the call at 5:53 AM.

2. Wednesday 9/25/18, 5:56 AM, I spoke to Denise about the clothes washer she would not handle the claim and cut the call off at 5:57 AM

3. Wednesday 9/25/18, 5:58 AM I spoke to Alicia. She handled the claim, but apologized for the rude behavior of her colleagues. Her apology is NO EXCUSE for bad customer service that Sears Home Warranty provides.

My husband worked for Sears over 7 years & almost every household appliance 6 Stoves,
6 Refrigerators, 4 Dishwashers, 8 Washer & Dryers, Multiple Tires, Water Heaters, Lawnmower plus many many other items while raising 2 sons.
I now have a stackable Washer & Dryer with no AGITATOR since my husband passed away. I am so upset.
Today while washing sheets one of the sheets was pulled the "thing" where the agitator would be sitting. I have pulled & stressed to the point I am fuming. PLEASE RESPOND ASAP [protected]

I ordered sears windows which came with a lifetime guarantee. Well several years later my same window continuously breaks... the spring which makes it go up and down has broken twice in my bathroom. Someone came and fixed it once but don't worry I paid $100 just to have the spring replaced. These were supposed to be the best windows with a lifetime guarantee... yeah right... it is bull...!

I have been without a refrigerator since the second week of July. It is now October 25th and still no fix. We have had a compressor put on, no fix. Next, a new board, still showing code of "r dh" and freezer not freezing, refrigerator freezing food. It was roaring so bad, we had to unplug it. Now we are waiting for 1 part of 4 ordered to try something else. Doesn't sound all that bad except for the fact the needed parts are always back ordered. (I have learned that that is because there are so many of this model are having problems). Please note that I did not hesitate to call in after each "fix" didn't work, it's just that it took sometimes weeks for a technician to get out, and then sometimes a month for the part to come in. At one point the wait for a technician was so long, I was told that I could use an alternate provider. I tried one company and was told they would not work on it because it was a Kenmore, and there was so much of an issue with these refrigerators and it was impossible to get parts. The last technician came out on October 11, and ordered parts. We have received three of them, but I received a call on the 22nd stating it was unknown how long it would be for the final part to come in. I asked Sears for a replacement but was told that I am not eligible for a replacement yet. I find this absolutely ridiculous that they think anyone can do without a refrigerator for this long.

I got a new LG washer in June of 2017 after my kenmore washer went out under a master protection agreement. I purchased a new mpa for the new washer. On Sept 20 of this year I called Sears to get a technician to come look at my washer because it started running really loud. They were able to get a technician to my house on 9/25 and I was excited because that's a quick appt time in my experience with Sears for the last 6 years. The tech tells me the bearings are out and that he will need to order parts, makes the next appt for 10/8 because we had to wait on parts. Parts were delivered 9/28 & 9/30. October 8 comes around and low and behold Sears never calls or shows up. I call them that evening and was told they had to verify the parts were delivered, why they didn't call me before the 8th doesn't make any sense. I had stressed to the tech and customer service from the very beginning that I needed my washer, I have laundry like crazy. Any way they set the next appt for 10/17. Tech shows up and tells me the wrong part was delivered, there were no bearings! Says he will order it and it should be here in 3 to 4 days, appt says 10/29. Today is 10/25 and I haven't recieved any parts or heard [censored] from Sears. I have spent over $200 going to a laundromat which absolutely ridiculous since my washer isn't that old and I bought the all mighty protection plan. Sears is a joke, customer service doesn't speak english or even listen to you. Repairs take forever and they don't follow up for nothing. No wonder they are closing all these stores.

Hello Mr Lambert,

Just following up on the below...

Thanks a value Sear customer.
Gary McCloskey

On Wed, Oct 10, 2018 at 9:08 AM McCloskey, Gary J wrote:
Hello Mr Lambert,

I just wanted to follow up with you on next steps, I received an email from your escalation team that my issue is closed! I'm lost on that comments from Debra.
*
I am reaching back out to you regarding the below email sent on Sept 28th. You representative Debra has reach out to me which with no resolution. I already was told the voucher was restated. I truly don't think she has read the email or understand what I have been asking.

Please, your team seem not to be able to help me and have been told several time to reach out to YOU for help. My issues started day two of the contract and each time I was assured it would get better and I believed in SEARS. I should have canceled day two and we would not be talking at this time. Since your team has intercommunicated since I started the program I would appreciate someone reviewing the account notes to see the level of frustration I have had to endure. PLEASE DON'T CONTINUE TO PUSH A CONTRACT IN MY FACE!

My request at this time is to please refund me the full contract value, I truly, believe this is the right thing to be done base on my Sears experience. If you read the email and the attached email it is clear that the proper attention is not being provided.
Thanks for your consideration. Gary McCloskey

On Fri, Oct 5, 2018 at 12:53 PM McCloskey, Gary J wrote:
Good Afternoon Mr Lambert,

I am reaching back out to you regarding the below email sent on Sept 28th. You representative Debra has reach out to me which with no resolution. I already was told the voucher was restated. I truly don't think she has read the email or understand what I have been asking.

Please, your team seem not to be able to help me and have been told several time to reach out to YOU for help. My issues started day two of the contract and each time I was assured it would get better and I believed in SEARS. I should have canceled day two and we would not be talking at this time. Since your team has intercommunicated since I started the program I would appreciate someone reviewing the account notes to see the level of frustration I have had to endure. PLEASE DON'T CONTINUE TO PUSH A CONTRACT IN MY FACE!

My request at this time is to please refund me the full contract value, I truly, believe this is the right thing to be done base on my Sears experience. If you read the email and the attached email it is clear that the proper attention is not being provided.
Thanks for your consideration. Gary McCloskey

On Fri, Sep 28, 2018 at 2:37 PM McCloskey, Gary J wrote:
Good Afternoon Mr Lambert,

As an adult, we planned all my home purchase around Sears, as that is what we learned from our parents. We have never found the need to submit a formal complaint, until now.

Our recent experience, has caused me to share with you the various situations that we were faced with and the unexpected lack of basic, quality customer service that was provided each time. It is unfortunate, as we had become accustomed to receiving such a high level of service from Sears. We never once receive a gesture of apology by many members of your staff.

With that said, I would like to tell you about my long journey with you Sears Home Warranty Team. Last year my refrigerator started pouring water out of the water dispenser on its own. Like all my appliance, I called Sears for support. Traditionally, I had contracts for protections with Sears, but I guess they lapsed. So the option at that time was to buy into your new program, which I was hesitant about (due to full understanding) The Sales person convinced me with the understanding that after several repair visits I would get a new appliance if they were unable to fix the appliance and that I could cancel at any time. She also stated that any damage down by the water would be covered as well.

My plan number is [protected] and then I was scheduled my first of many appointments. I took the day off from work and waited for the tech, who eventually called me at about 4:30 to tell me that he would not make it and that the issue would not be covered under the contract. So I got on the phone with your 800 number to cancel the service immediately. The young lady spoke with me for a while trying to explain the benefits and why I should stay. She must have reached out to your tech as I got a call waiting call which was the tech and now said he would come to look at the refrigerator. He finally arrived and looked at the issue. He said he would need to order the parts to fix the appliance. So I continued with the contacts at that point. Which is where I made my biggest mistake.

The technician ended up coming to my home at least another 3-4 times to try and repair the appliance. He never seemed to know what the issue was and I even had discussion with your over the phone tech (pre review of the issue to help the tech on the 3rd visit) this was after several calls with your customer service departments. Now, my favorite thing is that each time I called I was advised I had no claims or comments on my account of any activity at all. Which is very strange since I spoke to you so many times to get it resolves. I was even told that "WE ARE LACKING CUSTOMER SERVICE AND SHE DOES NOT LIKE WHEN CUSTOMER WANT TO LEAVE"

I come to understand you have multiple systems that don't speak with each other so different type of rep can't see the other team notes (CS, Billing, Contract/Sales team etc) This is a common remark your various team will tell me over the several months of discussions. At one point, I believed the issue was fixed for about a week and then the refrigerator emptied a ton of water in my kitchen down to the basement yet again. At that point I called again and was told that there was no coverage for damages and I could not cancel the contract. I was upset at the point as I would have expected to get a new refrigerator at the similar value. THAT WAS NOT THE CASE, I was offered two 500.00 gift checks after a long battled discussion with several representatives.

Ashley, Nina, Sidney are names I have jotted down.

I was even told if I was not happy there was nothing they could do as there is a contact (common theme when you talk to anyone there) But I could complain to your Ft Lauderdale Offices as there was never anyone high them the representative in your offices. That is the first in my carrier that there is no Mgmt. for employees on the phone. This now required more work from me, after having to wait for your tech 4 time for home visits and no repair were actually completes, this is what caused the delay of this email (more work for me).

So I again, revisited this a couple months later and called the center about canceling again and it would cost more than what you were giving me. But, now it was only one voucher that I could use as they expired. So frustrated I just said I will go to the store and buy a mini wine fridge so I that I got something for the Monthly and time I spent with this issue and Sears. Well guess what happens next, no one know how to pull the credit up in the store and allow me to purchase the item. Then after waiting in the store for 45 minutes, I was told we could not do it and that I would have to order it online at home. So I then called you center one again to order it and find out that it expired the day before. OMG!

I now spent the next two/three weeks trying to get that resolved, come to find out last week that it was never expired and I just need to go to the store and I could only buy on line if there was no store within a 50 mile radius. Which that is not the case. I was told by this gentlemen that is was really too bad and that this is the way the contract works. He was a supervisor in Colorado if I recall and he had no one above him that would ever speak with any customer. He advised me a letter to your Ft Lauderdale office again as that seems to be the only place to get HELP for your customers.

As a child I grew up with Sears Robucks and it was the store of choice after what I had to deal with in your customer service organization I will need to rethink my next purchase! I felt like my complaints mattered and were shrugged off or not taken seriously. So since no one can communicate with my on the phone about my issues or concerns, I am writing to you in hope of fixing and ongoing nightmare that I am living with Sears Home Warranty. I am eager to hear your thoughts and feedback on our experience outlined herein and what you think our next steps should be.

Thanks for your support and understanding.

Gary and Christie McCloskey

I had a GS rangr central panel go out on 9/18. I called Sears Home Services to come out and diagnose the issue and provide solutions. They came on 9/20 and offered me a solution and I agreed to the price of the parts and labor. However, because I was shocked at how much the parts and labor would be, I looked into more options and decided to cancel my service order and parts on 9/21 and go with a much cheaper solution through a service competitor.

I was told on 9/21 that it would take two weeks to process my refund. At the time I felt that was a reasonable timeframe and since no parts or labor had been done, this would be a very simple solution.

On 9/28 a part showed up on my doorstep. I called three times for them to come pick up the part since I cancelled my order. The part was finally picked up on 10/12. And still no refund.

I called on 10/15 to inquire about the refund. They told me to wait 48 hours and I would be refunded the parts/labor.

I called on 10/18 to inquire about my refund. They told me to wait 48 hours and I would be refunded parts/labor.

I called on 10/24 with still no refund. It's been 5 weeks since I cancelled my service order. Today when I called I was told: 1) The refund for the part would be offered 21 days after the part was picked up. 2) The refund for the labor (that was never done) would be 7-10 days from my phone call.

I called them to pick the part that I didn't order on 9/28 and they didn't pick up for more than two weeks. I had no control over when they picked it up and to hear that I would have to wait 3 weeks after the pick up date is unreasonable. Then to also hear that I have to wait an additional 7-10 days for a refund on labor that was never done after already waiting 5 weeks? I don't have the words to describe how frustrated I am.

Again, labor was never done, and here I am 5 weeks later still waiting for a refund. To make matters worse, I charge this to my credit card. Since I've had to wait through two billing cycles, I will have to pay an additional $150 in interest. It's costing me real dollars not have my range fixed. Thanks Sears.

They never sent the part for my oven or returned any of my several calls. Still waiting for someone from their refund Dept to give me my money back. It's been almost 6 months since I had someone from sears look at my stove, which shouldn't have needed service since the stove is only 2 years old so, even that is questionable. They ordered the part but I never received it and therefore, couldn't get my installation completed because of that. I've called several times with no response. I was even given a case number which I never got a call from their Relations Dept resolved either.

I purchased a Kenmore Elite refrigerator in July, 2017 model #[protected]. Last week (10/12/18), it stopped cooling. I called Sears Appliance Services and paid $99 to have a technician diagnose the problem. When the technician arrived, I described how it failed and he said it was probably the compressor and that it was a "known problem" with LG refrigerators. He completed his diagnostic and the compressor had indeed failed. Although the warranty will cover the cost of the new compressor itself, I still have to pay another $350 to Sears for labor to fix the defective compressor. That means I will be out a total of $449 to fix a 15 month old refrigerator. I cannot believe this is acceptable to any company. I don't believe I should have to pay anything to fix a defective product.

I called Sears on Sept 14, 2018 requesting a repair for my refrigerator which wan't cooling. The freezer was working. There was a dH error code. After performing all the troubleshooting that the tech requested, Bernice thought it was a fan problem. I was booked for a Sept 28 appointment. Note: 2 weeks for an emergency service!

On Sept 28th, the tech arrived and decided it was a defrost sensor problem due to the error code. He did not perform a full diagnostic using board at the back of the refrigerator. When I asked him if it was the fan. He said no. He ordered the part and had it sent to the house. My next appointment was scheduled for October 11.
Note: Appointment scheduled for thirteen days later.

I called Sears on Ocr 3rd when I received the part, to hopefully reschedule the Oct 11th appointment for an earlier date. Person at call in center said there were no appointments available, call back tomorrow.

On Oct 11th at 8am, the tech arrived and defrosted the ice at the back of the freezer and installed the defrost sensor. He did not do follow up diagnostics. He said that the refrigerator could take up to 24 hours to cool down completely. By 4 pm the refrigerator was still 68 degrees Farenheit. I called Sears to ask for someone to please fix my refrigerator, since the morning repair visit did not fix the problem of no cooling in the refrigerator. I asked for an emergency visit. They said that they were unable to start a new work order and to call back tomorrow.

On Oct 12th, I called to start a new work order. I asked for an emergency appointment. They said they would call back in 24-48 hours to see if they could give me an earlier appointment than the appointment they booked me for on October 19th. They never called back.
Note: Emergency visit takes 8 days. Of course we all know at this point that this will only be a diagnostic visit and any parts needed will have to be ordered and then another appointment made for a much later date.

On Oct 19th, the third technician to fix the problem that began on Sept 114th, arrived. He was competent, in that he ran a full diagnostic, which the two earlier technicians did not do. His conclusion was that the fan was not working. Wow, Bernice from Sept 14th made that tentative diagnosis over the phone. Maybe the techs should communicate with each other? I was told a fan had to be ordered. I was given a November 8th appointment. That will put me 6 days shy of 2 months to repair my refrigerator.

Today is Oct 22nd. THE FREEZER is NOT WORKING now!
How many visits/weeks will it take to diagnosis this new problem?
How many weeks to fix this new problem with the freezer not working?
How long to fix the original problem of no cooling in the refrigerator from Sept 14th?
How many months will I be without refrigeration? without a freezer?

I think it is time for Sears to replace the refrigerator. Their technicians are unable to diagnose/fix the problem. At this point, I expect no refrigeration or freezer for Thanksgiving.
My warranty expires around Nov 4th, 2018.
I have been buying ice since Sept 14th to cool my perishables.
I lost all the food in my freezer today.
I want to be compensated for ice, lost food and unreasonable inconvenience.
I would like my refrigerator replaced now.

So many other customers have similar issues. It seems you need better trained and more technicians since there is a backlog. Maybe if the repair was diagnosed the first time correctly there wouldn't be such a long back log and so many unhappy customers.