Sears
Reviews and Complaints

To whom it may concern,

We purchased a Samsung washer and dryer from the Sears Outlet in Hazelwood, MO on June 17. This is the first time we come to the store and we thought we were going to get great value for our purchase.

We received our appliances on June 26 and the service was disappointing, to say the least. Let me explain:

• Dryer: The XOP Logistics delivery guys did not know how to manage the gas line. They did not install the dryer saying that the gas line couldn’t connect to the dryer. However, they left the gas line open, so we had a gas leak. I had to call Laclede Gas and they were here in less than an hour because they treated this as an emergency. And in fact, we had a gas leak. How irresponsible of Sears and the delivery company, XPO for allowing employees to do work that they are not trained to do.

o The dryer was partially installed; besides not installing the gas connection, the package did not include the “Y” connector, the hose water or the short inlet hose.

• Washer: The package did not come with the hose guide piece; the water supply hoses were not installed and the machine was not installed or leveled.

The delivery reps said that the water supply hoses were not the correct ones. We bought those hoses at the store because we were told that we needed those specifically.

My husband came from work and he could install the water supply hoses. We tested the machine and it works. So how come those guys couldn’t do the work?

• We did not receive the instructions for any of these appliances. So, we had to search on the Internet for instructions and that is how we now realize that we have many missing pieces that were supposed to come with the appliances.

Yesterday, June 27, my husband went to the store and met with the store manager, Chuck. Chuck gave him the parts and my husband decided to install the appliances since we did not want to deal with XPO again.
My husband installed the washer and it works fine. However, the dryer makes a horrendous noise that can be heard on the 2nd floor and basement, even when the laundry room on the 1st floor is closed. The store sales rep told us that those appliances were tested before arriving at their store, and I still got a defective item.

We went to this store hoping to get a good deal on these appliances. The savings are not worth the headache that you have caused. We would have been better off paying full price and knowing that we would have received great service, including full installation, instruction manuals and all the parts that were supposed to come with the package.

I want a new, not used or refurbish, dryer, the same brand and model, but I am not going to pay full price. I don’t want to pay for delivery or installation either. I want the price that I paid to the store. I deserve that because now I cannot trust that another machine from this outlet will be in working conditions.

I do plan to report this incident because you have put my family’s life at risk, and I still got a defective item.

Store info:
Salescheck: [protected]
Transaction: 0528
Associate: 99549
PG/Store: 10 04696

Marcherie Vazquez
[protected]

I purchased a new (Undamaged) ge range on may 27, 2017 at your sears outlet store in marietta, ga but it was damaged upon delivery. I pointed out the damage upon delivery but the delivery person commented it was damaged at the store and showed me a yellow copy of the transaction with the damaged marked. I guess he forgot that we had the original white copy that, of course, showed no damage because there was none in the store. I find this to be unethical and fraudulent. We called the store to explain and were told we could either replace the range or receive $250 for the damage. Since the $250 would not cover the damage of visible scratches and a dent on the front baking door we opted to replace it. We were told that if the marietta store did not have it then they would call the supplier for a new unit. We waited and nothing. Nearly a month later while calling, leaving messages and not hearing from anyone I called customer solutions who told me that that the matter must be resolved within 30 days of purchase or there would be no replacement. They suggested I speak with the store. The same store that unethically made it look like we purchased a damaged range, will not call us back, hangs up on us and two customer service managers and essentially has ignored us hoping we will go away.

I contacted the customer solutions dept again and spoke with ed [ee # 157008]. She said I should, "bring the range back to the store and let the store handle it.” so, after waiting a month of waiting for a resolution her answer is to unhook the gas from the range (That we paid a plumber $400 to install), rent a truck and deliver men to haul a 300 lb. Range back to the store so see what happens.

I have seen bad customer service before but this is the worst customer service experience I have ever encountered. Its remarkable this store or sears for that matter is still in business. I have called the store numerous times during normal business hours and the phone just rings (No one answers), other times someone answers then hangs up before you can speak. I have left numerous messages and none have been returned.

I understand that sears outlet is independent but as long as it uses the sears name, sears stores will suffer and its goodwill will diminish.

The unit was purchased at Sears, Plaza Carolina on August 30, 2016. The electric parts of the recliner are not working (Heat and massage buttons). Called the store for assistance; they said a complaint should be made on your website. Would appreciate your assistance. Enclosed please find copy of the receipt. You can reach me at [protected] or by email. Thank you for your time.

Ruth M. Valentin

There is a very foul smell coming from my fridge. We have taken everything out of the fridge and freezer. We have removed the drip tray and cleaned it, we vaccumed the dust from the front and back. Still, there is a very nasty smell present. This fridge is only a couple of years old. I really need to speak with someone regarding this matter.
Thank you,
Arene

This is my second car that I was taking to Sears Auto Center for repairs and upkeep. I feel like the staff was belligerent and unprofessional. They were more busy trying to sell things that I wasn't sure my car needed than trying to make me feel safe and happy. It is difficult to get service for something you are not that knowledgeable about and it is even more disrespectful that a company like Sears would hire such irresponsible people. The mechanic was kind and helpful. He explained and showed me the issues I had to know about. One of my six rear lights was out and he replaced it and they charged me $30.00 for this and never fixed what I came in about. They were rude and short and unprofessional. I tried to pay the $30.00 bill with my aged Sears card, was refused for some stupid reason like I hadn't sent a payment in. Of which I did but had incurred a $1.00 interest which is the real reason my card was refused by the ignorant staffer at the auto center telling me he was doing me a favor. I called Sears when I got home. Cancelled my card, wrote a blog about my experience with this center and wrote this complaint as well. DO NOT GO THERE! Especially if you are a woman, they treat you badly and talk to you like a child. After all the money I spent there and the business I sent them I expected better treatment but then I have noticed that in the last 12 months the staff has changed considerably. POOR QUALITY SEARS. What happened? You used to be a name people could trust and count on. I have taken my business to a more respectful and trustworthy garage. Forget you SEARS!

Order #w951228; refrigerator door shelf trim; parts #: [protected]
Substitution: [protected]

On may 3, I ordered the above. The substitution sent is not for the freezer which is what this is supposed to be. The shelf trim should read freezer door shelf trim. I have contacted sears parts direct numerous times. I want the correct trim! Not refrigerator, freezer door shelf trim. Help!

Bonni rubinstein, [protected]@yahoo.com, [protected]

I have just had a terrible experience with a Sears online purchase of a bandsaw. Everything that could have possibly gone wrong has gone wrong with this order.

$300 had been removed from my account, without any thing to show for it. No one was able to help. I wasted countless hours calling technical support. I wasted countless hours repeating myself and having my issue escalated. This is not a simple mistake, this was $300 of my own money removed from me. That is robbery, plain and simple. No one was able to help.

At the time of this writing, the issue has not been solved, and Sears has stolen $300 from me.

I was attempting to purchase a bandsaw online. The item subtotals did not add up correctly on the checkout page, so I chatted with support. The support assistant told me that there was a pricing error. He told me to order the item, and then contact support again with the order number to get a refund for the price discrepancy.

I had $300 in gift cards which I was saving for this express purchase, so I used them. I had used my credit card to pay for the remainder. I got an order number and a confirmation page.

I contacted the support chat again (INT-sv1appis11-[protected]) with my order number to get my partial refund. The person I chatted with was not able to locate my order. Eventually, she came to the conclusion that the order must not have gone through due to some glitch. She suggested to place the order again with her.

I chatted with her to place the order and after some time we were ready to place the order. At this time there was one more error. The mobility base which was originally ordered was now unable to be ordered. I conceded the addition of the mobility base, and went ahead with the order. When the payment information was requested, I discovered that the gift cards were empty. I was told to call customer support. This was after about 2 hours of chatting.

I called support and told the guy my story. Any who, after some time, I was finally transferred to the gift card support line. The gift card support line was closed.

I called back to support, and spoke to Ana. I spent quite some time on the line with her. I explained my problem, and she told me she would call support the next day and call me back at 5:30 PM.

She calls me back at 4:30 PM, I am at work and cannot speak, so I ask her to call back in an hour (our agreed upon time). She does not call back.

I call support at around 6:00 PM. And speak with someone. Deja Vu, Gift Card line is closed. I express my frustration, and explain that this is the very reason I was supposed to get a call back. She tells me that there is nothing she can do. I say that I do not want to go through this again the next day. She tells me she will transfer me to her manager.

The phone rings for a couple of minutes. No one answers. I call support back. Then some time later I get a call from James.

I speak to James for some time, I get about as far with him as anyone else, and then he escalates it to a Case Manager.

I speak to a Case Manager, "RJ", I think these are not real names. She is as helpful as anyone else I speak with. She lets me know that she can't help. I tell her that all I want is for someone to take ownership of this problem, so I don't have to keep calling back and re-explaining my problem. She says unfortunatetly she can't take any notes about this issue. She gets increasingly hostile. I am calm throughout this conversation.

At this point I am waiting for a call back. I am planning on calling my CC company and Paypal.

If it were not for the $300 that was taken hostage by Sears, I would not be bothering with support. I have wasted 8 hours so far. It is not worth it. I would pay extra and go to Amazon or anywhere else. My time is not clearly not valued (they can't take notes?) All I want from support is for one person who understands the whole of my problem to handle my case, but I will have to call back tomorrow and start from zero.

I actually have 2 complaints concerning my experience with Sears tire services. First, the Sears Auto website has terrible navigation to find tire prices that includes any extra fees for installation. The Sears site is selling Uniroyal Tiger Paw 215 65 17's on the Sears for $78 ea. I added 4 tires to my cart and the price was $355 and the tires were in stock. However the website would not let me enter extra options such as Lifetime Ballance. So I called our Sears store in Greenville, SC and the auto tech said I needed to come to Sears in order to get a full price. I was very frustrated because most other tire center websites are user friendly and will give total "out the door" price quotes. So I went to Sears at lunch today to get a full quote. I waited with 2 other customers (who were ahead of me) for over 15 minutes and no service tech came to help us. This experience has left me very aggravated. I want you to know that I found a competitor to price match the Sears tires with a lifetime balance warranty and with no hassle. I also want you to know that you have now lost a loyal customer. I will never buy tires at Sears again.

Order number: #[protected]

ON 6/2 I purchased a refurbished Mac Book from Sears.com. It was delivered to us on 6/8. We followed the return instructions that came with the Mac Laptop. The tracking number is 9505514625937163144976. It shows delivered. I am still being required to pay for it, in spite of the fact that it is returned and in spite of the fact that we were given 2 separate return instructions. Weekly Close outs says they will not honor the return because via email they said send it to their California facility BUT within the packaging that came with the Mac book, the return instructions said to only return the Macbook to the address listed above.
This is brilliant scam: We buy and return a laptop, the company keeps the laptop, Sears still make us pay for the laptop and everyone gets to blame the other company because the consumer didn’t know which return instructions to follow: The one from Sears of the ones from Weekly Close outs.

6/2/2017: I purchased a Mac refurbished laptop on Sears.com on 6/2. Order number: #[protected]
6/8/2017: I received the laptop on 6/8.
I immediately contacted Sears to advised them we wanted to return it because it does not have the
OS System we need for our Business.
>>>>> Note: In the laptop box there were instructions that said “If you are unsatisfied with this laptop for any reason, please fill out the following form and return the Laptop to: 453 Lincoln ST, Dock 4 Carlisle PA 17013 >Here is the email exchange on 6/9 from Sears to us: : “ UPDATE on your request, Shawna. Unfortunately, Weekly Closeouts has denied your return request regarding the items below because of the following reason: Not Applicable. Please contact Weekly Closeouts directly for any further questions or concerns.
Thank you for contacting us,
Your Sears Team “

We then contacted Weekly Close out on 6/9 to inquire about the return. A man named Joseph
from Quipt/ Weekly Close outs said he could assure me that they were indeed not denying my return
and then told me to send it to a different address in California NOT the address that came with the in the return instructions w/ the MacBook. He said to return it to this address: 950 Glenn Drive,
Suite 135, Folsom, CA 95630, United States
His contact information is : [protected], and his work address is 950 Glenn Drive,
Suite 135, Folsom, California 95630

>>> Here is my email exchange w/ Joseph>>> Here is his email to me

Order number: #[protected]

I am in complete shock that we have been so blatantly scammed and stolen from Sears.
We were given 2 sets of return instructions for a Mac Laptop we purchased on 6/2. We returned it via theone of those sets of instructions provided with the laptop and now we have been told not only are we not getting a refund but also that we will not be getting our Mac Laptop back. Happy to show all documentation.

Time Line:
1) I purchased a Mac refurbished laptop on Sears.com on 6/2. Order number: #[protected]
2) I received the laptop on 6/8.
3) On 6/8 I advised Sears it does not have the OS System we need and requested to return in.
>>>>> Note: In the laptop box there were instructions that said “If you are unsatisfied with this laptop for any reason, please fill out the following form and return the Laptop to: 453 Lincoln ST, Dock 4 Carlisle PA 17013 here is my email to him>>>> Here is his email to me
***Joseph Friedrich, Jun 9 (10 days ago)

to me, Weeklycloseouts, e2a9yf_16q8hfd.
Hi Shawna,

I can assure you your return has been authorized. The request in Sears portal was canceled as you were instead directly provided return instructions.

6 ) So ultimately we were given 2 sets of return instructions :
The 1st: by Sears to this address: 453 Lincoln ST, Dock 4 Carlisle PA 17013
( WE SHIPPED TO THIS ADDRESS AND HERE IS THE TRACKING number confirming the delivery : 9505514625937163144976, Sears customer Service confirmed on the phone that this address is indeed one of Weekly Close Outs locations )

The 2nd : by Quipt/ Weekly close outs : To this address:
950 Glenn Drive
Suite 135
Folsom, CA 95630

7) So, We requested to return it to the address that came with the MAC. Sears is now saying tough luck, Call weekly Close outs:
Weekly Close outs is say: Tough luck call sears ;
Then when I call sears they send me right back Weekly Close outs who says they cannot help me and then tells me to call Sears.

We have been completely scammed. We have returned the Mac with proof of delivery, but Sears will not refund us and weekly close out says they cannot help us.
We have no Mac Laptop, and we still are being required to pay for the Mac.
I have endured hours of online Sears chat support only to tell me to call customer Service.
We call customer service, and had to endure a very unhappy CSR. I finally got to a lead on the customer service line and she assured me a ticket would be put in and this would be resolved.
She did put a ticket in and they resolved it by saying they would not help us because we shipped it to the wrong address. No one will own they sent us 2 addresses: Both by the way are for the same company “Weekly Closeouts.”

This is a brilliant scam: Sears gets to bill you monthly on product you don’t have and weekly close out gets to be paid for a product they get to keep.

We bought a brand new kenmore washer from sears and it didn't work from the first day we bought it. A repairman came out and looked at it and said the motor was no good. it took almost a month but they did replace it finally. The second one was no better than the first, it just would not complete a single cycle no matter how hard we tried or what we did. Again, a repairman came out and tried everything to fix it and he finally said it was because we were running off solar, he said it caused the sensor to keep resetting. It didn't seem likely that could be the problem because our computers all work fine our television works fine and every other appliance works fine, but there was nothing to do to convince him he was wrong. So we called the store we bought it from and she refused to take the machine back. She said the first one shouldn't have been replaced in the first place as it was set up outside. and she would not honor the next one. It had never been outside. She made it look like we were only trying to take advantage of her nice nature and absolutely would not give us our money back. The washer had not had even one load completely washed in it. THe first one hadn't either.
So we are out the money for the new washer because she didn't believe we "deserved" it. We never falsified any of our claims, there was nothing in the manuals or paperwork that said anything about not running off solar. And we still believe both machines we got were defective. Since that time I have had to use my old machine and I'm just grateful that we still had it. It runs fine off the solar and has since the day we bought it. It's almost 16 years old and is getting weak but still does a better job that our "brand new" machine that is only taking up space.
I have tried every avenue to get some help, because 500 dollars is a LOT of money we don't have and we are honest people just wanting a fair deal from Sears. Their reputation used to be reliable but not anymore.
This morning I started thinking about it again and looked at the reviews on the machine again. There are so many many negative reviews I am astounded that this machine wasn't pulled a long time ago. IT seems to me if so many others had the same problems that maybe you could look into what is going on with sears. I find it sad that a company as big as sears can't or won't honor the products they sell when we spend our hard earn money and count on the integrity of others in feeling safe with a purchase. I haven't found anyone in the company other than the store we bought if from that will even return an answer to my inquiries. I also wrote a review on the machine and it was rejected for being not nice. I did say the machine was crap, I guess that constitutes foul language but it makes me wonder how many others wrote reviews that were rejected. I doubt very much if this letter will reach anyone that might help but at least I a m trying to let people know that sears is not the company it used to be.

On My 30th I ordered a refrigerator delivered. The delivery arrived as scheduled on June 2, 2017 and then things began to go wrong. The delivery guy was dirty, sloppy and alone. His co-worker skipped work that day. It's hard to deliver a fridge by yourself. But he slammed and pushed and damaged my brand new porch stair, tore all the paint off the door jam before I could stop him. He decided THEN to remove the package to fit through the door better and that's when I saw the multiple dents an scratches on the fridge. I refused the delivery, called the 800 number to cancel and was told I would receive a refund in 7-10 days. 12 days later, I received an email telling me they'd canceled my order. Gee, I thought that's what we did on June 2. So today, 6/16 I called customer NO Service and got a woman who had limited English speaking skills. When I asked to speak to a supervisor who spoke better English, she hung up on me.
Don't order from this company now going down the tube because of terrible customer service. Don't expect a refund or anything they promise as SEARS does not deliver --either the goods or the promises. Watch your stock investments. This company is headed for the bottom. It appears no one cares about the customer.

On May 29, 2017 store associate Carlin #141 put in a credit application for sears credit I wasn't approval for credit but I did get a pre approval lease from "whynotleaseit" in the of amount $1500, I came back into the store June 1, I purchased mattress, box spring and frame lift grand total of $2267.97. Associate Carlin #141 stated several times to me she never did a lease before and she asked several coworkers for help. I had to pay $892. it was with my debt card and a gift that I purchased. my scheduled delivery was June 10, this delivery never made it to my home. I called to inquire and was told there was no delivery for me. I called the lease department only to find out Carlin #141 put my name in wrong. they told me to go back to the store with my ID so my name can be updated. My order had to be cancel by Sears. I was told that my money will appears on my debt card. I got a call from David #, to call the "whynotleaseit for my refund. Sears was very unprofessional in this transaction. I'm sleeping on the couch, with no bed and this wasn't my fault. my check from the "lease it" wont be here for 7-10 days. why do I have to suffer from a wrong name on my account from your workers? resolve this is for me to have my merchandise by this Saturday.

I'm going to preface this with the fact that I purchased my glasses from them in July of 2015. They originally came with the wrong prescription, but they had simply not asked whether they were for reading or seeing when they ordered and it was quickly addressed.

Fast forward to July 2016 the frames broke. I brought them back to the store and they offered to replace under warranty for $24 which could take "a couple of weeks". Well, weeks turned into months. I called the store repeatedly and generally got busy signals or voice mail (none of which were ever answered). I stopped by the store every few weeks and most of the time they were closed (during standard hours). On the few occasions I was able to speak to somebody on the phone or in the store, I kept getting varied stories such as "they already shipped" or "they are backordered" or "they were doing inventory so there was a delay". This went on until March of 2017 (8 months for those counting).

I finally got a hold of a human being there who told me to come in, pick another set of frames, and they would just order me a new pair. I did so in April. Well, it is now June and the glasses are STILL not in. Again with leaving voicemail to no avail or speaking to somebody who promises to look into it and never does (or visiting the store only to find them closed again).

I found out the store is owned by US Vision (not Luxottica, who owns most of the stores) and was able to get a US Vision rep to assist. They told me that my original frames were in stock but they needed to confirm with the store about ordering them. Two weeks and US Vision has been unable to get a hold of anybody working in THEIR OWN STORE and the CS rep from US Vision is still waiting on a call back from the District Manager. The last person I spoke to at the location swears that the glasses were ordered but even US Vision can't see the order.

So now I'm going on a FULL YEAR without glasses from Sears with ZERO effort on customer service. US Vision corporate has been great and has offered to send me a complete set of glasses (not just frames) but they still need to verify with the store.

Go ANYWHERE but this place. Avoid like the plague if you ever want hope of getting glasses. They don't deserve to be in business.

Have Sears appliances at two different homes with maint. agreement on all of them for many years. Had first maint. check on May 18, 2017 and fridge needed gasket. Tech didn't order. Another tech came May 30th and ordered gasket. Still waiting. Gasket supposed to be mailed to our home. Keep getting e-mails and phone messages from Sears to contact and/or call but still no gasket. Was disconnected on phone the last two calls made. Last information I received was that order should be received this week and then WE need to call again to make appointment. Tried to get another tech out to resolve a water problem that started after the first visit on May 18th. Customer Service seems to be a low priority.

I was so excited when Memorial Day finally approached, after all my washer had washed it's last cycle approximately three weeks prior.
I got up early and went to sears to purchase a new washer on the 27th of May. The sales associate was very polite, as an added bonus I had a service coupon for an additional 10% off the sales price. Yea... I just saved a few bills easily, so there was never any doubt I would be purchasing the wire mesh hoses in place of the standard black rubber hoses that have a tendency to rupture.
My deliver date was set for the 02nd of June, washer arrived without the wire hoses. I was at work however my 28 year old daughter was present. She even stated how she had asked one of the guys what to press in order to place the unit in the on mode. Needless to say they did not turn on the unit and told her to just read the manual.
Upon arriving from work I quickly relalized that it was indeed not a literacy issue. The unit was simply non operational.

I contacted sears and stayed on the phone for two hours talking to 6 different individuals that were not able to assist, one guy even decided that I was a service tech therefore he attempted to lend his expertise. Which meant unplugging the washer waiting 2min and plugging it back in!
Even though he had already made a disclosure at the beginning of the phone call, stating sears no longer supports service repairs on Maytag appliances.
Finally a repersentive insisted the delivery team was still in the area and would be here in 45min. I waited an hour and called back to be told the representative gave me the wrong information. Per discussion there are no deliveries after 2pm. The final phone call on the 2nd of June ended with a representative telling me that he would have a new unit delivered on the 9th of June.
"Which made no sense at all to me, instead of sending out a service rep 1st you're going to send a new unit?
Fast forward to the 9th of June, the new unit never showed-up and we got a phone call 2hours after the latest time stipulated in my tracker that the truck broke down. Called sears, now the repersentive is telling me that I have to wait unti the 16th of June in order to receive a new unit.
Finally I had enough and I went into the store today; 11th of June 2017 and talked to a manager in order to get some sort of resolve. He tried calling the service tech department and after 15minutes realized my delimmia and hung up the phone.
Then he stated let's just go another route and see if we can get the new washer deliver to you before the 16th. He had everything set-up and I was finally a happy camper. My washer was going to be delivered on the 13th of JUN between the hours of 11:30 - 13:30.
Kidd you not; as soon as I got in my car my cell phone stated ringing and it was the delivery team stating that the date recently applied to my order would have to be updated.
I prayed, got out of my car, prayed again, went back into the store and asked for a full refund.
Sears has truly diminished in regards to customer service and application of certain compensation programs that would at the very least motivate your customers to continue shopping there. Not only did I lose funds by going to a laundrymat and diving back to the store after the purchase was final. Sadly I have lost hope in SEARS...
At this stage it's quite obvious that my new washer will be coming from Lowes or Home Depot. Just waiting on the 4th of July sale.

Please read below my complaint and thus far the not so timely responses from Sears. My issue in a nut shell is that I did not received the diagnostic service I was charge for. The repair person did not used any diagnostics tools, did not put the machine through it's cycles to observed the machine's behavior just looked at a few error codes and told the control pwb $500.00 was bad and install of the pwb $300.00.
The root cause of the washing machine failure was erratic voltage input from the house electric panel, which I figured out myself and repaired it for $17.00 circuit breaker.

Jaso,
Thank you for your reply.
Please note that the “trip fee” as you refer to it, is supposed to be a diagnostics fee. Not just a home visit, but to troubleshoot, diagnose a problem, find the exact cause and provide a proper solution. The service provided was completely useless and had no value to me whatsoever. Ha I accepted his findings and followed his advice; I would had purchased a new machine and would had had the same issue.
I don’t want to be sent in a wild-goose-chase. Please provide me with the email of a higher authority who can resolve this matter or forward this email.

Regards,
Marco

From: Sears Home Services - Solutions [mailto:[protected]@searshomeservices.com]
Sent: Wednesday, June 7, 2017 11:01 AM
To: Marco King
Subject: Re1: Dissatisfied with appliance diagnosis (KMM78070494V47610L0KM)

Dear Marco,

Thank you for writing back to us.

I realize that your are concerned about the trip fee.

I wish to inform you that the trip fee is charged for our technician to visit your house.

Since our technician has visited your house, you will be responsible for trip fee.

To help you further, I request you to contact our Repair Solutions at [protected] to file a billing dispute against the trip fee.

The hours of operation are Monday-Friday 8:00am to 9:00pm, Saturday 8:00am-9:00pm and on Sunday 10:00am-6:00pm. One of our advisors will surely help you in every possible ways.

Sears values your business and looks forward to serve you in the future.

Regards,
Jason. S
Sears Member Services

Original Message Follows: ------------------------
Dear Sir,

My Maytag cloth washing machine was behaving erratically stopping between cycles, blinking LEDd’ and losing power (code PF), etc. I had Sears service technician to come over to diagnose the problem. After looking at some diagnostic codes and talking to someone over the phone, he concluded that the main control board was the issue and need to be replaced. The repair estimate came to $844.98 for parts and labor. Needless to say I was not ready to just fork-over that amount of money for a repair. So I decided to try to see I could figure out some way to mitigate the cost by finding the board on line and installing it myself. I have some troubleshooting knowledge so I began with visual inspection of the main board components, then unplugging connectors one at the time and taking voltage readings. I Could not find anything that called my attention. So I then checked the voltage input from power outlet and found the voltage was not stable (readings from 50, 90 100 volts). I replace the breaker switch in electric panel box and problem was fixed…cost $17.00 for the breaker.

Diagnosing the main control board I would have expected to be done with a little more sophistication, like a PC running a diagnostic run routine or at the very least with a volt meter.

Basically I believe no real diagnostic was done and I like the diagnostic fee $85.32 to be refunded.

Regards,
Marco

Jason,
Thank you for your reply.
Please note that the “trip fee” as you refer to it, is supposed to be a diagnostics fee. Not just a home visit, but to troubleshoot, diagnose a problem, find the exact cause and provide a proper solution. The service provided was completely useless and had no value to me whatsoever. Ha I accepted his findings and followed his advice; I would had purchased a new machine and would had had the same issue.
I don’t want to be sent in a wild-goose-chase. Please provide me with the email of a higher authority who can resolve this matter or forward this email.

Regards,
Marco

From: Sears Home Services - Solutions [mailto:[protected]@searshomeservices.com]
Sent: Wednesday, June 7, 2017 11:01 AM
To: Marco King
Subject: Re1: Dissatisfied with appliance diagnosis (KMM78070494V47610L0KM)

Dear Marco,

Thank you for writing back to us.

I realize that your are concerned about the trip fee.

I wish to inform you that the trip fee is charged for our technician to visit your house.

Since our technician has visited your house, you will be responsible for trip fee.

To help you further, I request you to contact our Repair Solutions at [protected] to file a billing dispute against the trip fee.

The hours of operation are Monday-Friday 8:00am to 9:00pm, Saturday 8:00am-9:00pm and on Sunday 10:00am-6:00pm. One of our advisors will surely help you in every possible ways.

Sears values your business and looks forward to serve you in the future.

Regards,
Jason. S
Sears Member Services

Original Message Follows: ------------------------
Dear Sir,

My Maytag cloth washing machine was behaving erratically stopping between cycles, blinking LEDd’ and losing power (code PF), etc. I had Sears service technician to come over to diagnose the problem. After looking at some diagnostic codes and talking to someone over the phone, he concluded that the main control board was the issue and need to be replaced. The repair estimate came to $844.98 for parts and labor. Needless to say I was not ready to just fork-over that amount of money for a repair. So I decided to try to see I could figure out some way to mitigate the cost by finding the board on line and installing it myself. I have some troubleshooting knowledge so I began with visual inspection of the main board components, then unplugging connectors one at the time and taking voltage readings. I Could not find anything that called my attention. So I then checked the voltage input from power outlet and found the voltage was not stable (readings from 50, 90 100 volts). I replace the breaker switch in electric panel box and problem was fixed…cost $17.00 for the breaker.

Diagnosing the main control board I would have expected to be done with a little more sophistication, like a PC running a diagnostic run routine or at the very least with a volt meter.

Basically I believe no real diagnostic was done and I like the diagnostic fee $85.32 to be refunded.

Regards,
Marco

Our refrigerator broke 2 1/2 months ago on March 29. Sears has sent 3 different technicians out on 5 different trips and it still isn't fixed. Each time a technician comes out it takes 2 weeks to get them here and then 2 weeks to get the part to fix it. They have replaced the compressor twice and the condenser once. They were supposed to replace the evaporator last Thursday, but the parts weren't here. The rescheduled appointment was supposed to be today, but the technician did not show up. Now they are telling us it will be 2 more weeks before they can reschedule us. We have rented a refrigerator and will now have to pay another month's rent. The people in the call center do not care about our situation and seem to have no ability to schedule an appointment any sooner than 2 weeks. They have promised us a gift card for our trouble, but have not sent us one. They said it would be 3-5 days, but it has been 6 weeks. We want our refrigerator fixed immediately or a new refrigerator.

I am very disappointed that Sears has gone political and fallen out on the wrong side of the issue---selling shirts with the untruthful 'Free Palestine' label. Israel belongs to the Jewish people...not the Palestines. Why? Because GOD says so!

I have been a customer for 50 years...that's right, 50 years. What were you thinking?

I will not set foot in your store --or KMart--again until you apologize and withdraw these offensive shirts.

I bought a Kenmore Elite Refrigerator from Sears only 10 months ago.
The refrigerator is now generating heat making my food spoil extremely quickly. I have 4 kids to feed. I called the Sears repair center only the only emergency repair date available was 5 days later!
Their customer service center stinks and did not make any exceptions to the rule. Absolutely terrible/horrible service!