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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.
We also have sears home warranty and our refrigeratoir brome down. The tech came out a total of 3 times and its non repairable. They told us we could pick out anotber because were covered....3 months ago!!!they wont return our calls, leave us on hold and forward us...
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1.1
#1383738
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I purchased a maintenance package from Sears for my new washer and dryer. I had them come out for the annual maintenance and the service man pulled out the washer and dryer to clean them out etc. After that visit I began to notice that I was getting a lot of lint in my...
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3.3
#1383141
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I called the warranty protection plan to make arrangements to have them work on our T.V. that went fine. Asked about our *** eater and they said they will give me 25% of the price of parts but they don't fix them no more. I also have 2 air compressors covered and...
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2.2
#1382110
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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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Sears Home Services - Sears is great until you need them!

Been waiting 5 weeks for technician to show up. Today was the long awaited day. Sears gave us a 9 hour window, we made arrangements for our son to be here all day and no one showed up or called. I have paid dearly for this service but after this episode our relationship will soon be terminated. They are nothing short of lying sacks of camel dung.
#1379484
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GE Stacked washer dryer. Technician came out on September 28th, he diagnosed the issue and ordered the part to be delivered directly to my home, informed me that the next available date was October 11th, first red flag. Fast forward to today October 10th, the part had...
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#1378510
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I was leaving on vacation on the 10th and I wouldn't be here. now they already have repairs for the 6th why couldn't they scheld me first thing that day, they couldn'd Now its the the 8th my frig. is still leaking by the time I get home my floor may be damage. Now whos...
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Anonymous
Anonymous

Here is a list of local management to contact, Tom 716-570-1391, Mike 518-331-2341, Lisa 585-455-1711, Darlyene 585-424-0912, Mark 716-536-0159, Bob 716-866-8105, Barb 585-274...

#1376335
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Our Refrigerator stopped working on 9/1/2018. It is 3 years old so I called a repair service that received excellent reviews. He came out and told me the compressor is bad, but it is still under warranty. It has a 5 year warranty but you will need to go thru Sears. I...
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Anonymous
Anonymous

Here is a list of local management to contact, Tom 716-570-1391, Mike 518-331-2341, Lisa 585-455-1711, Darlyene 585-424-0912, Mark 716-536-0159, Bob 716-866-8105, Barb 585-274...

CornyPheasant
CornyPheasant

Your situation is very similar to ours. Four year old Kenmore Elite refrigerator ($2800) with more run around with Sears and the Warranty department. Long story short, is 5 mo...

1.0
Springdale, Ohio
I didn't like
  • Reps lying to me on the phone
  • Extremely poor customer service
  • No shows without notice
#1376320
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Please include us in the lawsuit. And please nake it happen. We feel cheated and helpless. Horror story. No washing machine for almost 2 months. 4 techs out, which means 4 days missed from work. Using public laundromats. Have 3 little children, one in the middle of...
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1.0
#1371414
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I wish I could give a zero rating for the Sears Home Warranty AND moreover, wish I'd taken the time to read reviews before I purchased. My experience is similar to what others have reported. I've had a NON functional refrigerator for over 3 months. Sears Home Warranty...
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2.6
#1370873
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