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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.
My fridge broke. My home warranty had sears come out to diagnosis it. The technician did just that, and “temporarily” fixed it so it would supposedly be extra cold until the piece came in. Supposedly it would be 15 days for the piece to arrive. I called in after 5 days...
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Company wrote 0 private or public responses to the review from 15 hours ago.
1.2
I didn't like
  • No help
  • Calling in to 800-659-7031
#1419651
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I had my roof replaced 2017 by sears services roofing here in nc. I was very pleased with the results after it was finally done. get to the point of them doing it was a challenge but it got done after several phone calls. I got a 25 year shingle and the results came...
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Company wrote 0 private or public responses to the review from 2 days ago.
1.0
#1418308
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Sears Home Services - No Service no one can come to my home

I'M HAVING A ISSUE WITH MY HEAT PUMP ON MY CENTRAL HEATING/ AC unit apparently no one can come to our home.I find this totally amazing they have no problem taking my money on a monthly basis,they want me to locate a local company to see if i can get them to diagnose and correct the problem.The catch is no one in my area will accept 3rd party arrangments
Company wrote 0 private or public responses to the review from Dec 06.
#1417305
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I unfortunately paid and enrolled with Sears home warranty. I could not get any service on time. But I gave up. I moved out from this rental house after 6 years and called them to cancel. They said I can not until our term is over. I paid $49.99 for 4 more months for...
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Company wrote 0 private or public responses to the review from Dec 06.
1.0
I didn't like
  • Not cancelling automatically renew without my consent
#1416493
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Sears Home Services - Extremely poor service

Here is the short story. Going on 2 month without a refrigerator. First service call missed replacement of needed part. Second tech ordered needed part will take another month to see if part is even available. Then what?
Company wrote 0 private or public responses to the review from Dec 06.
1.4
Details
Advertised vs Delivered
Customer service
Discounts and Special Offers
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
Warranty
Website
#1416394
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GE microwave stopped working first week of October, 2018. Took 2weeks for service tech to come out. Had to order 4 parts. 3 parts arrived in about two weeks. 4th part is no longer available. It is now early December and Sears home warranty isn't doing anything to...
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Company wrote 0 public responses to the review from Dec 03.
1.0
#1414109
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Sears Home Services - Maintenance service on my washer and dryer 12/1/2018

Made an appointment 2 weeks ago for a the technician to due maintenance from 1 to 5pm. The service tech never showed up or call. I called customer service and all the had to say they can make another appointment for me. I been a 20 plus loyal customer and I’m getting is another appointment. Manager said he couldn’t help me.
Company wrote 0 private or public responses to the review from Dec 01.
1.0
Details
Advertised vs Delivered
Customer service
Discounts and Special Offers
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
Warranty
Website
#1412834
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I bought a new washer from Sears a few months ago the motor went out now it's been over 3 weeks since the technician came out November 7 2018 to service the washer it is now November 30th 2018 and it still has not been fixed and I have a child with special needs I can...
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Company wrote 0 private or public responses to the review from Nov 30.
1.0
#1411662
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Please include me! Tony, this is what is happening to me on a Refrigerator! We puchased a Kenmore refrigerator in June, delivered June 6, 2018. I did not operate properly and within the one month period when I called 1-800-4MYHOME, I was informed I had to go through a...
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Company wrote 0 private or public responses to the review from Nov 29.
1.4
I didn't like
  • Given run around
  • Inflexibility of customer service and their supervisor
  • Refusal to honor service agreement in timely fashion
#1410820
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We bought a new refrigerator and had it approx. 3.5 months and the ice maker stopped working. I looked through the trouble shooting and could find nothing that remedied the issue so I called the "Searshomeservice" as I had purchased the 3 year protection plan ($300.00)...
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Company wrote 0 private or public responses to the review from Nov 28.
#1409975
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