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Pissed Consumer Interviews ?

Video interviews are designed to showcase real customer experiences with a variety of companies. They give consumers a chance to tell their side of the story and expand upon their original complaint posted to PissedConsumer.com

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.
1.0
Details
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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370 comments
FullStoat890
#1771430

I have remained a Sears customer way longer than I should have. My list of problems with Sears is also a long one. Let me know where to sign up for a class action suit.

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Review
#1002852 Review #1002852 is a subjective opinion of poster.
Reason of review
Other issue
2.9
Details
Sears Home Services - Do not recommend!!
Sears Home Services - Do not recommend!!
Sears Home Services - Do not recommend!!
Sears Home Services - Do not recommend!!
Sears Home Services - Do not recommend!!
Sears Home Services - Do not recommend!!
Sears Home Services - Do not recommend!!
Sears Home Services - Do not recommend!!
Sears Home Services - Do not recommend!!
I would not recommend sears. I was very hopeful when I used them for kitchen remodel, and their sales people were so pleasant and eager to please...but their installers dont really care about doing a good job, and they left so many flaws it just didnt have the...
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Review
#1554066 Review #1554066 is a subjective opinion of poster.
1.0
Details
Sears Home Services - Screwed over by Sears
Sears Home Services - Screwed over by Sears
Sears Home Services - Screwed over by Sears
Sears Home Services - Screwed over by Sears
Sears Home Services - Screwed over by Sears
Sears Home Services - Screwed over by Sears
Sears Home Services - Screwed over by Sears

Update by user Oct 15

The new replacement installation was supposed to be completed on the 10th of October however the electrician did not show up so the HVAC installers said there was no point to stay late working on it when they would have to return the next day any way when the...

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Review
#1654546 Review #1654546 is a subjective opinion of poster.
Pros
  • There are no pros at all associated with this company
Cons
  • Everything about sears home services is a con avoid at all cost
1.0
Details
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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2 comments
Anonymous
#1629109

At some point, "outdated" becomes "retro" and then "classic" and then returns all over again as "new".

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Review
#1207972 Review #1207972 is a subjective opinion of poster.
Service
Sears Home Services Kitchen Remodeling
Cons
  • Kitchen remodel
  • Warranty
  • Price
Reason of review
Warranty issue
Loss
$12000
Preferred solution
Let the company propose a solution
Tags
  • Home Improvement Contractors
  • Kitchen Remodeling
  • Home Improvememt
  • Remodel
  • Kitchen Laminate
1.1
Details
Sears Home Services - What Sears did to me!
Sears Home Services - What Sears did to me!
Sears Home Services - What Sears did to me!
Subject: Contract number 10647439700 Sears Home Services installed a Heat Pump at my home on 5/20/2015. After the installation I have had numerous issues with the unit. After three service calls, a Sears technician came to my home and installed an additional electrical...
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Review
#1652686 Review #1652686 is a subjective opinion of poster.
Service
Sears Home Services Hvac System Repair
Pros
  • There are no pros with their customer service
Cons
  • Just about everything you can think of just terrible
Reason of review
Damaged or defective
Loss
$8600
Preferred solution
Let the company propose a solution

Sears Home Services in Clarkson, New York - Scheduling a service appointment for my refrig.

Sears Home Services - Scheduling a service appointment for my refrig.
Sears Home Services - Scheduling a service appointment for my refrig.
Sears Home Services - Scheduling a service appointment for my refrig.
I have been attempting to schedule service for my Kenmore Elite for o er a month. When I nitially called I was told my frig. had no warranty. After sone conversation I was offered and purchsed a warranty. I scheduled an appointment but the service person never called and said I wasnt home ...I was. Efforts to reschedule was met by difficult phone prompts and long waits...until today. I spoke with scheduling and I was scheduled for Sat. 11/16th between1pm-5pm. I gave him my email and verbally verified the appt date....After more than an hour this AM and a 3week away appt I received 3 emails with 3 DIFFERENT appt. I Is there anyone and any way I can get an eariler appt. and a confirmed appt. time.
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Review
#1685786 Review #1685786 is a subjective opinion of poster.
Pros
  • Service person was okay
Cons
  • Scheduling
Reason of review
Warranty issue
Loss
$300
Preferred solution
Let the company propose a solution
Tags
  • Taking Off Work For Nothing
1.0
Details
Sears Home Services - Bathroom Remodel/Leaking Toilet for Weeks
Sears Home Services - Bathroom Remodel/Leaking Toilet for Weeks

Update by user Aug 01

UPDATE - The contractor showed up late on the final chance I gave them to fix the toilet. I left home after waiting 15 minutes and a manager, Gabriel, told me the contractor was at the "job site and how do you want us to proceed"? I stated that he was half an hour late...

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Review
#1572379 Review #1572379 is a subjective opinion of poster.
Service
Sears Home Services Bathroom Remodeling
Pros
  • Salesman admitting that he ordered incorrect countertop
  • Measuring guy and sales people
Cons
  • Lack of response from contractor and project manager
  • Being treated like an inconvenience
  • Not receiving an apology for being late
Reason of review
Damaged or defective
Loss
$1500
Preferred solution
Deliver product or service ordered
Tags
  • Sears Worst Customer Service
  • Lousy Installers
  • Still Not Fixed
  • Contract Not Honored
  • Ruining Our Floors
  • No Response From Project Manager
  • No Response From Contractor
  • Dont Value Veterans

Sears Home Services - Abusive

1.0
Details
Sears Home Services - Abusive
Sears Home Services - Abusive
My 89 year old Aunt and Uncle in the Dallas Fort Worth area are being taken advantage of by Sears window replacement team. Please provide me with a name, number, email address of a supervisor to assist me in this matter. There new replacement windows were mis-measured and poorly installed, leaving large gaps of daylight, damage to window frames etc. current sales manager is insisting they sign off on job completion and then he says he will initiate a service contract to replace the BRAND NEW WINDOWS..... he refuses to put this request in writing. And No Dallas Cowboy tickets are not interesting incentives to sign off on job completion!
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Review
#1639822 Review #1639822 is a subjective opinion of poster.
Service
Sears Home Services Window Replacement
Cons
  • To many to mention in this small space
Reason of review
Damaged or defective
Loss
$13000
Preferred solution
Deliver product or service ordered
Tags
  • Window Replacement
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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1 comment
Anonymous
#1587949

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

Review
#1388822 Review #1388822 is a subjective opinion of poster.
Product
Sears Home Services Warranty
Reason of review
Not as described/ advertised

Contact Sears Home Services Customer Service

Mailing Address:
Sears Home Services
3333 Beverly Rd B6-258b
Hoffman Estates, IL 60179-0001
USA
Phone:
(888) 577-4342
All Sears Home Services Contacts

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Sears Home Services in Kansas City, Missouri - Horrible office organization

1.0
Details
Sears Home Services - Horrible office organization
Sears Home Services - Horrible office organization
Sears Home Services - Horrible office organization
They can not even keep my file straight. I have one issue. They have called in 7 different issues and keep sending someone else out to look at it under a different issue. Just one issue, my tank less quit working in January and I have no hot water.. I've had people make up lies about what Tech have said when they left our home, I have turned and called the tech who said that was crazy, and put something different in writing for me. and call sears from my home to get this taken care of.
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Review
#1502027 Review #1502027 is a subjective opinion of poster.
Product
Sears Home Services Warranty
Pros
  • Run around after run around
Cons
  • That sears is not servicing their own warranty
  • Denied warranty service
  • Feeling ripped off