Update by user Jul 30, 2013
Sears is refusing to refund the $300 we paid for the rapair, even though the refrigerator was just as broken after the repair was done. Will be filing a complaint with the Maryland Atty Gen Office of Consumer Protection.
Update by user Jun 26, 2013
The repair done on May 31 again failed to fix the refrigerator. In the meantime, Sears Social Media Support contacted me via this complaint and as a result of working with that dept., Sears has agreed (per the service plan) to credit us $500 toward the purchase of a new refrigerator (from Sears) and then will address the $300 refund for the repair we paid for but which did not fix the problem.
The Sears Social Media rep has been very professional, pleasant, and reasonable (unlike the horrible Sears Home Repair supervisor).
I'll post another update after all is resolved. If I had not posted on PissedConsumer, I doubt I would have any resolution at all, since the Sears Home Repair supervisor told me there was no further recourse for me beyond talking with him and his attitude was "who the heck cares?" But the Social Media rep has been great to work with.
Original review posted by user May 26, 2013
February 14, 2013 was the first of 7 appointments to date (May 26) for the purpose of repairing our Kenmore refrigerator and they have yet to fix the problem. At the fifth appointment (May 8), the repairman decided we needed several major parts, put them on order, charged me $300 in advance, and set an appointment for May 21.
On May 21, the repairman showed up and discovered Sears had neglected to send one of the parts needed, so he was unable to do the repair as planned, but said he would boost the cooling agent to "make it a little colder" until the missing part arrived; in the process he broke the refrigerator completely and now it's like it's not even plugged in, no cooling at all, it's just a hot, lighted box. He said he would call the next morning but we did not hear from him. So I called the service department and they made an appointment for May 25 and told me the repairman would have the part on the truck when he came, since this is an expedited situation. On May 23, the service rep confirmed our May 25 appointment and again assured me that the repairman would have the part on the truck with him.
It is therefore expected that the job order for the repairman coming to our house would certainly have that crucial information on it, right? And perhaps it did but went unread. On May 25, the repairman did NOT have the part with him and kept saying (over and over and over and over again) that the problem is that I "don't understand the protocol," that repairmen never bring the parts on the truck, and he kept implying I misunderstood what the service department told me. He did not acknowledge any failing on the part of himself or the service department, just continued to say "Ma'm you just don’t understand" like a broken record with attitude.
He left without doing anything, slamming the door on the way out. I then spoke with a supervisor in the service department to find out the status of our repair. He told me the service reps should have never said the part would be on the truck. He said that the missing part had just been ordered, but he could not schedule another appointment for us until the part arrived at our home (which takes several days, btw, so I would be looking at another 2 weeks with no refrigerator).
I told him we have had 7 appointments with them already and any time they had to order parts, they simultaneously scheduled us an appointment for one week later, to be confirmed when the parts arrived at our home. He told me it was not done that way and he would not schedule an appointment for us yet. I repeated that it had been done that way Every Single Time for our previous repair appointments. Finally he told me he had "overridden" the system to make an appointment for us on May 31, contingent on the part arriving.
I hardly know where to begin to sum up what is wrong with this service experience, and these were only the highlights. I think the poor performance speaks for itself. Part of the problem is that Sears outsources the repairs to several companies and if you get the same one twice, it's just an accident.
No one repairman is in the least invested in the repair and everything has to be re-explained every time one comes to pick up where the other left off. Sears Home repair gets a flunking grade in all areas.
Monetary Loss: $300.