Marshall N Lgs

Awful Service

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I made a appointment over a week ago to have a Sears tech diagnose a problem with my Kenmore refrigerator. The tech was scheduled to be here between 8 a.m.

- noon. It is now 7:15 p.m. and I have not heard from the technician. I called 3 times and was told that a message was being sent to the tech to call me with a ETA.

No response.

My Kenmore was made by LG; no other local repair businesses will work on it because LG only gives tech info to Sears. WORST customer service; stay away from Sears!

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Reason of review:
Order processing issue
1 comment
Guest

Hear is a list of local management of Sears home service phone numbers.Tom 716-570-****, Mike 518-331-****, Lisa 585-455-****, Darlyene 585-424-****, Mark 716-536-****, Bob 716-866-****.You can try them, they are located in the US not overseas. I would also contact your local news media and the bbb. Rochester NY

Anonymous

Missed appointments

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Re: SEARS SERVICE TICKET # 000850****80294 How I spent my Saturday (January 27, 2017). After having problems with my 1.5 year old LG Refrigerator (not purchased through SEARS), Wednesday 1/24/18, my spouse went down to our local SEARS Hometown store to discuss repair options.

A Very pleasant woman there immediately got on the phone, dialed the service number and got my spouse connected with a Sear scheduler. While trying to set up a service call, the SEARS Scheduler repeated the number as (I assume) displayed on the screen and my spouse continually responded with the correct number stating that the number being repeated was the store number. After taking all the requisite information (phone #, address, problem) we assumed (erroneously) that the information was entered correctly. My spouse was told we could expect a SEARS technician between the hours of 8-12 on Saturday, 1/27/18.

Fast forward to Saturday 1/27/18. We received a text message at 8am on Saturday stating the SEARS technician was on their way. 8:15…9:30…10:30…Noon, still no SEARS technician. Assuming that maybe the previous job had taken a bad turn or maybe there was an accident, at 12:30 PM, my spouse contacted SEARS via the number on the service ticket (888-698-****).

The SEARS associate who answered was unable to locate our service request. After spending about 10 minutes searching for the information, the SEARS associate was able to determine that the service address was entered incorrectly AS WELL AS THE SERVICE PHONE NUMBER (the number that my spouse repeatedly told the initial SEARS scheduler was incorrect). We have lived in our town for almost 2 yrs. We KNOW that there is an AVE as well as a STREET for our street number.

We know enough to emphasize and verify that STREET is listed. Apparently, the initial SEARS scheduler listed “AVE” instead of Street as part of the service address. After finding this out, the associate my spouse was working with supposedly made the phone and address corrections as well as putting our service call on the fast track giving a “2 hour” window for service. 2:00pm….2:30pm… 3:00pm….4:00pm….

Still no technician…. My spouse again contacted SEARS via the service ticket number (888-698-****). Again, the SEARS associate was unable to locate the information regarding our service ticket. At this point, my spouse and I agreed to cancel the service ticket and verify that we would not be charged for the service call (As SEARS requested credit card information prior to setting up the service call).

My spouse spoke to a supervisor explaining the frustration we felt and to verify that we would not be charged for the service call that never materialized. Now as we go back to review the text message that was sent to my spouse’s phone, we see that the service address as well as the service phone number has been removed from the ticket on their website. SHAME ON YOU SEARS REPAIR SERVICE. We have never had a problem with SEARS, and have purchased many a SEARS product in the past.

We felt we could rely on SEARS to repair the refrigerator.

MY CONFIDENCE HAS BEEN LOST. I feel that I will never recommend a SEARS service or product again.

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Cons:
  • Losing an entire day waiting for techinician
  • Lack of training for schedulers
  • No contact for missed scheduled appt
Reason of review:
missed service appointment/ lack of customer service

Preferred solution: Let the company propose a solution

2 comments
Guest

I'll spare you most of the details, but Sear's has now missed 2 appointments. Absolutely horrible customer services and no idea how they can repeatedly confirm and appointment and then have no record in the system. Will never shop at Sears again - but of course as they continue to close stores, I may not have this option anyway.

Guest
reply icon Replying to comment of Guest-1493994

Same thing missed 4 appointment like a supervisor to call my parents but want let u talk to them

View more comments (1)
John S Klz

Terrible !!!!!

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This Company is a flat out joke...Terrible from top to bottom beginning to end !!!! Everytime I rely on these people to fix my washer problems you might as well count your appliance being down for at least 2 months or more and probably at least 4-8 visits to your house on top of that and that's being lenient !!!! No wonder Sears is no longer around anymore with a company like this fixing their appliances !! COMPLETE JOKE !!!!!!!!! How many days do I need to call off work cancel plans etc etc just to be told you have to wait another two weeks because we don't have the right parts or this time the right bolt. Your holding up my washer and making me wait almost weeks for a bolt...Take some pride in yourselves and your work for once
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Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Phillip D Icq

Washer repair appointment nightmare.

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Had tech come out last Monday. Ordered part said be back day of part scheduled delivery the following Tuesday. Never showed up. Tried to confirm appointment by automated system and by verbal discussion with employee. No appointment scheduled. Promised to be here for repair between 8-12 noon Thursday. Called again Thursday 11:50, still no repair guy. No call back received. Called again at 2:00. No available repair guy. Will be here tomorrow between 1-5:30. I hope.
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Reason of review:
Poor customer service
Anonymous
map-marker Los Angeles, California

Rust in the inside of washer by the bleach dispensor

Sears Home Services - Rust in the inside of washer by the bleach dispensor
Back in November 2017 I called sears for a technician to come and do maintenance on my washer and to repot that it had gotten rusted by the bleach container. The technician took a picture of it said that someone from sears would be contacting us. Over 2 months had passed by and no call from anyone from Sears. On February 3rd I called them and now they are telling me that, that is costmatic damage and is not cover by insurance. I feel that it should be cover since the damage is in the inside of the washer and was not caused by me.
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Pros:
  • Technicians were professional and polite
Reason of review:
Poor customer service
Pytrta P

Service call turns into a saga!

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On 1-16-18 I had a service tech come to inspect my washer because of very slow fill. After his work process he informed me that the part I needed is no longer available so it's now up to SHW to resolve. When I used the washer next day, it would not stop filling or cycling. This led to continuing calls and complaints and 1 sub-tech showing up and telling me his superior told him not to touch the machine due to some communication between their company and SHW. Since washer continues to cycle, to avoid wasting water I had to wash every dirty item in my house which lasted over a period of two weeks. Well needless to say, SHW has yet to resolve or communicate with me to this very date. Thankfully the machine just stopped filling one day and I could get some rest. This is the worst customer service and company I have experienced but they still charge that monthly fee!
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Loss:
$200
Pros:
  • Promise
Cons:
  • No accountability
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

Side by Side Refigerator quit cooling 16 days ago and still not repaired

We pay monthly for service on our appliances. I called early Monday 5/7/18 and told them my freezer and refrigerator was cooling and my food was quickly thawing out.

They told me they couldn't someone come out until 5/14/18. When the technician finally got here, he said he didn't have the part to fix it. So he ordered it and it was supposed to be sent priority to my house and rescheduled the appointment for 5 working days later. Well Sears shipped the part by ground instead of priority to save money and the part didn't get here until the day he was supposed to come back.

So they now have rescheduled him again out another week from now. In other words put me at the end of the line again.

We paid almost $2500 for the side by side and I am over a barrel to get them to fix it. Every time I have called they make the same stupid insincere "I'm sorry for any inconvenience" statement.

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Reason of review:
Poor customer service
Patty G Osu

Washing machine replacement

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On Mar 2nd 2018 my washer was diagnosed as being too expensive to repair. The process of getting a new washer is scheduled to take 3 WEEKS!

The washer that was recommended to us and that we chose ended up being on back order. Nobody called us to tell us it was on back order. I would have requested a different machine if I had known that I would be without a washing machine this long. I cannot afford the $20 a Day cost of going to the laundromat.

There should be more than one option available and the customer HAS to be informed of a possible delay before the order is put in! This is so frustrating trying to get anyone to do something to get me a washer sooner, any washer! Bring me a loaner washer until the new can be delivered. What can you do to satisfy the customer's needs?

I could understand 1 week to schedule a delivery, but not 3. How can this type of process go un -modified.

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Reason of review:
Problem with delivery
Mike H Teq

Worst Customer Service EVER

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My Kenmore fridge broke 2/28/18 and would not cool under 45 degrees in either the freezer or refrigerator. I am now on my 3rd service call since the issue started with no resolution. Sears will not replace the appliance since it requires 4 service calls in a calendar year - even though they have not been able to get it working in 1 month. Their protection plan will provide a rental reimbursement of $50, but that doesn't cover getting the appliance here or returning it. I have spoken with their claims department, various customer service departments, and their protection plan department. No one at Sears will do anything to get this situation fixed.
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Loss:
$600
Cons:
  • Bad product
  • Expensive protection plan
Reason of review:
Poor customer service
John R Ods

Replacement is a Blatant Lie!

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After a year of the Sears Warranty program I had a failure in my Jenn Aire hood vent. Sears sent someone out to look at it and determined that it could not be repaired. 2 months later I discovered that Sears had no intention of replacing the Hood, but would only give me $1000 to cover replacing it myself. When the $1000 check arrived another month later, I went to investigate replacing the unit, and quickly discovered that my cost to replace the hood would be in excess of $3600. I have since attempted to cancel the *** warranty from Sears, only to discover they will not let me out of an UNSIGNED "contract" unless I pay them the remaining $159 I supposedly owe them for a 1 year renewal I never agreed to. I look forward to seeing SEARS go belly up!
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Loss:
$2600
Reason of review:
Not as described/ advertised

Preferred solution: Deliver product or service ordered

Anonymous

Sears Home Warranty Services

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We bought a home warranty trusting that a well known name, Sears, would be a reliable company. Our experience with this has been far from our expectations and in fact has proven to be nothing but a complete nightmare. Seven months ago our two year old Whirlpool refrigerator's fan motor quit working. A "appliance repair contracted company" eventually replaced the motor after six visits to our home. A few days after making this repair the ice maker quite working. It has now been three months of working with the "appliance repair company" and Sears Home Warranty as to where the parts went that Sears says shipped out to the repair company. Should be a simple problem, Yes? Not so! We've talk to multiple representatives and supervisors with no resolution to the problem. They say they will track the parts, call the repair company and call us back. It never happens. You call the supervisor again to find out they no longer work there. They don't know if the tracking or calling was done and they offer to do the same thing again, more tracking more promises of returned calls. Nothing happens. The last "case manager" offered us to pay another deductible to have a "Sears Repairman" install the parts, or, pay for the parts and repair ourselves and be reimbursed. We could use the "Contracted Repairman" with no deductible. They will call them again, track the part, call us back. Such an incredibly horrible experience with Sears!!! This all would easily fall into the category of a "Scam". They collect their monthly payments thru a draft on our account and never get this very easy problem resolved and offer to charge you more to get the problem fixed.
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Reason of review:
Order processing issue
1 comment
Guest

Contact your local news media to do a story. It has been working for many with fast results. Rochester NY

Matthew C Jke

Refridgerator nightmare

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My 2-1/2 year old Kenmore Elite french door refrigerator/freezer quit working on January 13th. I called a repair technician who was able to come out the next day. He could have fixed my fridge the following day but reminded me that the parts were under warranty with Sears and recommended I call them. So I called Sears. They couldn't even come look at it for more than THREE WEEKS! They finally came out yesterday and told me they would have to order the parts. They rescheduled the install of the parts for another TWO WEEKS. Then today they emailed me and told me to call about my service appointment. They have now delayed it yet another two weeks, making the next appointment a full MONTH AWAY. So now I will be without a refrigerator or freezer for ANOTHER full month. Sears appears to be falling apart at the seams. They clearly don't care about their customers in any way. My fridge went out on January 13th. Sears can't get there to repair it until April 10th??? My God.
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Loss:
$250
Reason of review:
Poor customer service
Dan H Mui

Latest repair visit

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This is a Refrig OR freezer, currently used in Refrigerator mode. It runs constantly and only cools to 55 degrees.

Had a Sears Repair guy come out and did nothing more than check the amperage, which is too low. Didn't check the temp. control, thermostat, or anything else, then came up with a $450 charge, to replace basically everything mechanical. I passed.

I would like someone to actually do some testing (for the service charge) to find out what the real problem is.

Thank you. It would be nice to have someone come out, for the $89 fee, and actually do some testing and give me a reasonable quote to fix the real issue, rather than just replace everything.

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Loss:
$89
Cons:
  • Result
Reason of review:
inadequate identification of problem

Preferred solution: Let the company propose a solution

Valentina R Imr

WORST EXPERIENCE OF MY LIFE

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I will NEVER EVER EVER purchase anything from Sears again. Their customer service department is based in Asia so all of them read from a script, they give you no help whatsoever and it's extremely hard to even understand them. My washing machine, which is only 6 months old has been "repaired" 3 times so far and still not fixed. I have had no washing machine for 2 months and Sears doesn't give a crap. DO NOT BUY ANYTHING FROM SEARS!!!!!! DO YOURSELF A FAVOR AND SAVE YOURSELF THE AGGRAVATION AND GET SOMEWHERE ELSE. THE REPAIRMEN HAVE NO IDEA WHAT IS GOING ON AND THERE ARE ALWAYS LATE AND CALL YOU 5 MINUTES BEFORE THE TIME OF THE APPOINTMENT TO SAY THEY ARE RUNNING LATE. .........................................................................................................................................................................
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Loss:
$1000
Cons:
  • Will never shop there again
Reason of review:
Poor customer service
Zarian Nfy
map-marker New Brunswick, New Jersey

Scam Artists, Service is Horrible

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I hate Sears. Starting from the customer service reps who read a script telling you to call the Protection Department from 8am-8pm to get emergency service...after 8pm (duh?!) to the incompetent technicians they send. I hate the air the service reps breathe out. I hate the sound of their voices. I hate the building they are in. I hate the ground the building is on where the service rep is. I hate the technician who comes here and tells me the problem is fixed and 15 minutes after leaving the furnace stops working (no joke - this happened 3 times). I hate the little Sears van the technician drives. I hate the technician's wife. Major Incident #1: Purchased a Carrier gas furnace from Sears 5 years ago. It has been a nightmare ever since. We have the home repair contract. The earliest appointments they ever have are 7 days from when you call, meaning you can let your pipes burst if it's the winter or eat the cost of calling an independent plumbing and heating company. Sears was here four times before they fixed the heat. Fortunately it did not get below freezing so it maintained at 43 degrees in the house for the 2 weeks of rotating Sears repairman. Finally on the 4th try they sent the specialist who spent 2 hrs here and determined that the gas pressure was not set correctly. He said, "Whoever they sent here before were a bunch of ***." Major Incident #2: Heat went out on Christmas Eve during one of the coldest snaps in history. Earliest appointment Sears has is January 4th. Good news Sears! Me and my family decided to burn paper in a garbage pail for 10 days waiting for you to come out. I call independent contractor to come and fix heat. It gets resolved first time - go figure - but now I am out $400 because the Protection Department is not opened for me to use an approved independent party. Anyone else find it funny they are called the "Protection Department." (I hate them too). Two weeks later the furnace is broken again, which is so ironic because it's worked so well for 5 years (I'm a liar). Once again Sears cannot come for another 10 days. So, in summary, the entire service experience from Sears is/was horrible. And, I hate Sears. If I had kids and they dated anyone from Sears I would make them wait outside in the cold if they visited (not the kids but the people from Sears).
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Loss:
$800
Cons:
  • Warranty not enforceable for emergency heating situations
  • Run around when trying to get timely service
  • Repair program
Reason of review:
Warranty issue

Preferred solution: Full refund

1 comment
Guest

I like your thinking. Please contact your local news media and have them do a story on sears.

I would also take them to small claims court. Rochester NY

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