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Pissed Consumer Interviews ?

On June 26, our washer suddenly refused to work. LG directed me to two companies in the area that were authorized repair reps. Both were busy and didn’t get back to me, so 48 hours later, I was casting about for a repair solution and came across Sears. Sears arrived on June 29th and the tech determined that the machine’s control board was non-functional and needed replacement. He placed an order for replacement part with Sears, but when this part was delivered to the house a visual comparison of the two parts made it clear that this part was incorrect. . I phoned LG, the washer manufacturer and verified through their executive customer service that the original part from the washer was the only one which would work for this machine, which I communicated to all customer service persons and subsequent techs. A second tech was dispatched to the house two weeks later to validate my findings and order a second part which when it arrived proved to not even be a control board. After speaking with supervisors at customer service who promised a $30 gift card to Sears for my trouble (which never arrived) and waiting another week and a half, a third tech arrived and ordered a third part, which was also wrong. LG finally dispatched their own tech, who determined that a piece of clothing had become wedged between drum and agitator. I replaced the board from a parts website, and finally, after almost two months the washer was again working. Technicians two and three took incorrect parts 1 and 2 back to the Sears warehouse with them when they left and part 3 to be returned to Sears via UPS . I requested a full refund from Sears for parts and service and was contacted by a representative from Atlanta in the second week of August who informed me that it would be processed shortly. I called customer service on 9/5/2017, endured a disconnect during service, and then was informed that my refund was supposed to be applied to my credit card by 5PM on 9/5. I attempted to inform the representative that I had paid by check, and it was unlikely that Sears had a credit card on file, but the representative happily informed me it would be credited to my card again, and in the event that it did not, to call back the next day. As you can imagine, there was no credit to the credit card, so I called back on the 6th, experienced another disconnect, and was eventually transferred to a lady who gave me my first case number – she informed me that the parts department needed to confirm part costs before refunds could be issued, and I should expect to hear from them within 24-48 hours. Having heard nothing from parts, I again called on 9/11, spent another 40 minutes speaking to customer service representatives and was advised a second time that parts would be calling me within 24-48 hours. Having heard nothing from parts, I again called on 9/20, spent another 15 minutes speaking to customer service representatives before being disconnected and spending another 40 minutes speaking to a new customer service representative, before finally being advised a third time that parts would be calling me within 24-48 hours. Having heard nothing from parts, I again called on 9/25, spent another 45 minutes speaking to customer service representatives, and refused to be put off another period of time. At this point the representative said she could go ahead and process the refund for the amount of the part, but that a representative would have to be in touch within the next 24-48 hours regarding the service part of the refund. She told me to expect something in the mail in the next 7-10 business days. The following day I received a call from Sears – she could barely speak English, but after some fumbling about it became clear that she was attempting to locate one of the parts that had been returned to Sears, and that this was somehow related to a refund for the part – which I understood from the conversation the day before had been processed – so maybe it hadn’t? After telling her that all parts had been returned through agents of Sears or UPS, she advised me that someone would be in touch with me again… in 24-48 hours. At this point, I wrote a letter to the CEO and expressed my concerns, which got no response. I called after this to executive customer service and asked for assistance, and was contacted by representatives from the same customer service pool that I was in prior to calling. Finally, I got one who told me that we would be getting a refund check by October 24th for service. Amy and I went out of town, and when we got back at the end of that week…. No check! I called back again and was told that someone would be in touch with me, and finally after calling a second time I was told by a customer service rep that they would offer me $40 refunded from my service call, but the service was non-refundable typically and the notes in the account said not to pay me more than that.
When they delivered my washer/dryer the Tech. noticed the drain hose from the washer was damaged. It looked like it had been cut with a knife. He immediately called it in and received a Control Code. He told me I would here from Sears within 24 to 48 hours. I waited no...
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1.0
#1358759
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I called Sears to repair a broken refrigerator. They scheduled the appointment 3 weeks later. They diagnosed that the compressor needed to be replaced, ordered the part and the next appointment was 3 weeks later. They installed the new compressor, left and the...
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1.0
I didn't like
  • Repairs taking too long
  • Worst customer service
  • Poor service
#1366654
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THEY ADVERTISE " A SINGLE PROTECTION PLAN FOR WORRY - FREE COVERAGE, YOU SIGN UP AND THEN YOU GET THE PLAN AND IN SMALL PRINT IS ALL THE THINGS THEY DON'T REPAIR. ANY SMALL ITEM THEY DO NOT REPAIR, IT HAS TO TOTALLY STOP, IF YA SAY " NOISE " IT IS NOT COVERED. YOU NEED...
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2.7
I liked
  • Run around after run around
#1345644
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Cindy less than a minute ago #1567657 Defective picture window in my kitchen. The other windows in the house also defective. The window popped the day after install and the company sent someone out to reinstall the same window. Just found out recently and of course...
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#1364342
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I had a $1800 in-wall oven damaged due to an electrical storm. I called Sears Home Services to send a technician to check and repair this item. The day of service, I was called by the technician (who obviously seemed annoyed that he had to make the visit) who told me...
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3.1
I liked
  • Prompt appointment schedule
I didn't like
  • Lazy technician
  • Service technician poor attitude
#1358171
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Our Kenmore refrigerator/freezer went on the blitz. Already had home warranty service with AHS but always struggling with them over past 10 years when air cond, washer, disposal, went out. So thought because Sears was a reputable company in the past and prefer a...
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Anonymous
Anonymous

Contact your local news media and the bbb on thins scam. Frank, Rochester NY

1.0
I didn't like
  • Misinformed on services
  • Couldnt understand customer service reps when called
  • Breach of contract
#1317492
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Bullshit I requested Sears to repair my microwave using my Sears Warranty. That was in mid February. The Tech came to my home as scheduled and completed his diagnostic. They had to order parts that were on" back order". The part arrived after a month. They said they...
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1.3
I liked
  • Initial enthusiasm
I didn't like
  • Service for repair-
#1340954
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Sears Home Services - High bill

Tech took half an hour to tighten one bolt on my washer. He billed $156.00 for a motor claiming that if i did not need any parts he had to bill me for something. Total bill for half hour was $250.00
1.8
Details
Customer service
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Price Affordability
Product or Service Quality
Reliability
Service Scheduling
Staff
Turnaround Time
Value for money
Website
#1380070
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have a sears master protections plan for my washer. they have been to my home three times trying to repair my washer. every time they say the parts cannot be found and it will be researched. I am now 6 weeks with no washer. These people just want the money for the...
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#1366395
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The Sears Home Warranty is ridiculous. What a SCAM. I have taken 2 days off of work this week to try to get our air conditioner fixed. The first guy said he fixed it, but NO. Then I was on the phone for over an hour trying to get someone else to come out. That was...
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1.0
I didn't like
  • No repair done for two weeks
  • Over an hour on the phone to schedule appointment
  • Repair not done
#1367402
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