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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.
Please continue to post your complaints online. I am currently working to start a class action suit against sears on your behalf. I am a ex service tech that has spoken with a lawyer Interested in pursuing this. There have been many complaints about the home warranty...
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Company wrote 0 public responses to the review from Feb 04, 2017.
Anonymous
Dianne B

I called Sears services on July 6, 2018 to ask someone to come and give me an estimate for a bathroom renovation. Then I got an email saying the appt was scheduled. When I cal...

Anonymous
MaryCate

We have a Service Agreement for our rental AC/Heating unit: Carrier. Sporatic heat since November 21, 2018. Technicians have been out 4 times! Very incompetent. Sears says the...

1.0
#1002852
Reply to reviews
I thought a long time before making this post. It’s not that I was hesitant to share our experience with Sears Home Services, it was honestly that I genuinely hate to see the state that Sears has devolved into. Several years ago, we purchased a Samsung front-load...
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Company wrote 0 private or public responses to the review from Jul 02.
Anonymous
Dogooder

OMG! So sorry for you. Take it to Small Claims Court! Well documented. Don’t let them off the hook. So sad Sears hasn’t run this service correctly.

EvanescentDuck
EvanescentDuck

Just for FUN. After I posted the entire, long, Sears debacle to their FB page, they sent me a PM and wanted to discuss it in a PM to get this issue resolved. Below is the full...

1.3
#1294174
Reply to reviews
Sears Home Services - Liars
Sears Home Services - Liars
Sears Home Services - Liars
Sears Home Services - Liars
Sears Home Services - Liars
Here’s a warrantee indicating to me over the phone that there is no contract and I can cancel anytime also she indicated the first month is only covered for $500 worth of coverage after that is 10,000 they lied about this tune they will n {{Redacted}} they come more...
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Company wrote 0 private or public responses to the review from Oct 25.
Anonymous
Anonymous

Good luck they will be gone by the end of the year. Frank Rochester NY

#1388822
Reply to reviews
Sears Home Services - Horrible Kitchen Remodel
Sears Home Services - Horrible Kitchen Remodel
Sears Home Services - Horrible Kitchen Remodel
Sears Home Services - Horrible Kitchen Remodel
Sears Home Services - Horrible Kitchen Remodel
Sears Home Services - Horrible Kitchen Remodel
Sears Home Services - Horrible Kitchen Remodel
Sears Home Services - Horrible Kitchen Remodel
Sears Home Services - Horrible Kitchen Remodel
Never use sears for any remodel/Home Improvement. We had the laminated kitchen remodel done for close to 12,000.00. The lifetime warranty is for materials only not the labor to fix. Within a year the glue had failed and now they want 100 just to assess what will take...
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Company wrote 0 private or public responses to the review from Mar 11.
Anonymous
Jim

Take some Woodworkers glue, brush it on the back of your loose laminate and take some good quality tape and secure the laminate to the cabinet, make sure the laminate is press...

1.0
I didn't like
  • Warranty
  • Kitchen remodel
  • Price
#1207972
Reply to reviews
Dear Bob Dumanch, Thank you for writing us back. We truly apologize for the inconvenience caused. Upon checking the case I find that the service request is covered under a Sears Home Warranty, hence I suggests you to contact Sear Home Warranty at 855-256-2467 to...
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Company wrote 0 public responses to the review from Nov 26.
#1407952
Reply to reviews
On MAY 12th I noticed that my SEARS KENMORE ELITE refrigerator model 975 with LG parts was not cooling. I poured milk into my coffee and it instantly curdled. I called Sears Appliance Repair to schedule a repair appointment. The customer service rep offered me a SEARS...
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Company wrote 0 private or public responses to the review from Sep 01.
Anonymous
Mountainwalkers

I am NOT gonna buy this warranty now, almost did

Anonymous
Anonymous

That complaint is far too long to read in its entirety. KISS (keep it simple stupid) . These situations cannot be handled via telephone, e-mail or text message. You must furni...

1.5
I didn't like
  • Anything about them
  • Stock answers
#1344072
Reply to reviews
Sears Home Services - Cabinet Refacing
Sears Home Services - Cabinet Refacing
Sears Home Services - Cabinet Refacing
Sears Home Services - Cabinet Refacing
1.Keith M. emailed me July 24th stating he had "... instructed Ron S. to go over something he hoped I would like"... in lieu of cancelling the project after I felt uneasy in how process was being handled from the beginning: •I again attempted to cancel the contract...
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Company wrote 0 private or public responses to the review from May 16.
1.7
#1257255
Reply to reviews
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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Company wrote 0 private or public responses to the review from Oct 08.
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
  • Incompetent service dispatchers and unreliable appointment times
  • Extremely poor customer service
  • Reps lying to me on the phone
#1376320
Reply to reviews
2 months back my refrigerator broke. I called Sears. They told me to sign up this sears home warranty for 45$ per month so that I can save on repair costs. I signed up. Then one technician came. Looked at the refreigertor and ordered some parts. And he said he will...
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Company wrote 0 private or public responses to the review from Nov 21.
1.0
#1405231
Reply to reviews
Not a warranty issue a repair dealing with Sears customer service. Your first directed to some bot telephone directory which is really difficult to use and most of the costumer service is a foreign call center which is terrible. Your not allowed to talk to your local...
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Company wrote 0 private or public responses to the review from Aug 02.
1.6
I didn't like
  • Terrible costumer service
  • Terrible customer service
#1319446
Reply to reviews