On 06/15/2023 Technician Dean F signed me up for a Sears Appliance Service Contract #45260448 for $314.19 and an auto monthly deduction from my credit card account. I still need to fill up the credit card company form I received to finalize my dispute. The first Technician Dean came and fixed the Kenmore refrigerator in the garage. But to get the second refrigerator fixed in the kitchen, Sears refused to send its own technician, but sent me a non-Sears contractor. He came once and vacuumed the bottom front of the refrigerator in the kitchen. But nothing was fixed. The refrigerator runs constantly and freezes even if the food is not in the freezer. I've tried to reschedule, before the 45 days of the first repair was up, but Sears decided to charge me $100, even though I have a contract. Therefore, the contract is fraudulent. I went online and saw many lawsuits and complaints regarding the same issues I'm complaining about! In fact, Sears reviews are two stars! I'm requesting Sears to refund me the full amount of $314.19 and $100.00 fine. I must turn the refrigerator manually to stop it from freezing ALL my food!
They knew in advance that we had an over the stove microwave in need of repair. It was a Kenmore that prior to the breakdown had given us no problems. I wanted to keep it.
They sent a man with an injured arm who couldn't lift the microwave to properly identify the issue. Then he said he only had 30 minutes to look at the repair. Basically, his job was just to show up to justify the $250 payment.
It was going to cost me another $150 to bring in another man to assist the first one. They could have brought two men (or persons) and fixed it on the spot.
They should not be in business. I'll report them to the FTC, too.
Please see below notes and Sears Home Warranty File with additional information below “Sears Timeline".
1) Sears violated their Master Protection plan back in 2014 when they did not replace the washer that was covered under their warranty that we payed for. Instead, the technician requested $530.13 then $101.13??? Because we were overwhelmed with our 19 year old twins with I/DA and complex medical issues we failed to check the warranty. Please, by all means, check our records with Sears. According to the Sears Master Protection Agreement, it includes:
a) Worry-free coverage that includes unlimited service with no hidden cost fees or deductibles
b) Service Promise which includes “We’ll fix it on our first service visit”
c) Replacement Guarantee which includes “If we can’t fix it, we will deliver and install a new one”
2) Sears has failed to stand by their own warranty. Sears owes us $419.78 for the current Sears Master Protection Agreement, we want to cancel that plan. Sears owes us the $100 deductible that we should have never been charged in the first place as our previous Sears Master Protection Plan did not expire until June 23, 2023. We no longer want to do any business with Sears due to the ongoing communication issues, failure to deliver their promises per their Master Protection Agreement and because Sears Home and Appliances are no longer what they once used to be. On Tuesday July 4, 2023 we purchased a Speed Queen washer/dryer. It was delivered from Longenecker’s True Value in Manheim on Thursday, July 6, 2023. We paid $2753.88 which covered both washers/dryers that we spent at Sears in 2007 and 2014 combined. We will never buy another appliance from Sears again.
3) If Sears does not rectify this situation I will be sending all of this information to the following entities; the Better Business Bureau, the Federal Trade Commission and the Attorney General for PA.
Sears Timeline
June 23, 2020 - renewed Sears Master Protection Agreement for $393.99
October 26, 2020 - Repair appointment for Kenmore Dryer
December 31, 2020 - Repair appointment for same Kenmore Dryer
January 11, 2021 - Repair appointment for Kenmore dishwasher
January 12, 2021 - Dishwasher dish rack slide rail ordered
January 13, 2021 - Dishwasher dish rack slide rail shipped
January 22, 2021 - canceled February 2, 2021 repair appointment for dishwasher
February 2, 2021 - Repair appointment for Kenmore dishwasher
August 5, 2022 - Repair appointment for Kenmore washer
August 10, 2022 - Repair appointment for Kenmore dryer
December 1, 2022 - Repair appointment for Whirlpool microwave purchased via Sears Home Appliances
December 2, 2022 - Microwave parts ordered and shipped
December 9, 2022 - Sears is scheduled for microwave repair
December 9, 2022 - Sears rescheduled appointment to December 14, 2022 due to parts delay?
March 9, 2023 - Sears customer service talks us into a warranty by CINCH when we already have an existing Sears Master Protection Agreement in place? I was specifically told
by customer service that our Sears Master Protection Agreement would remain in place until the expiration date of June 23, 2023 then the Sears Home Warranty by Cinch would
go into effect.
March 10, 2023 - Repair appointment for Kenmore washer
June 20, 2023 - called Sears at 1-800-469-4663 to request repairs on Kenmore washer due to leaking, not emptying water, washer comes on byself with lid open and washer
literally sounds like a jet plane getting ready to take off. Kenmore washer is located on second floor of home so this poses many issues especially since we have 2 adults with
disabilities and complex medical issues. Customer service asks for credit card number for $100 deductible? Again, we were told that our Sears Master Protection Plan overrides
the Sears Home Warranty by Cinch until the expiration date of June 23, 2023. I had no choice but to give Sears my credit card number as I was told they would not send out a
technician. After the repair appointment was scheduled, I went on Cinch and cancelled that home warranty. I was refunded $55.31. I then renewed our Sears Master Protection
Agreement for $419.78 charged to our Visa ending in 0534.
June 20, 2023 - canceled Cinchh warranty (see file for notes and $55.31 refund)
June 20, 2023 - Renewed Sears Master Protection Agreement for $419.78 (See notes in file)
June 21, 2023 - I tried cancelling the scheduled repair online however it would not allow me to do so??
June 22, 2023 - Repair appointment for Kenmore washer. Technician explains that the parts are unavailable??? Technician explains that he will put a service repair order in for
The parts needed including but not limited to an interface. Technician told us that he would be out on the Thursday June 29, 2023. We did not hear from the technician. On
July 3, 2023 I once again called Sears to ask them what was going on? I was given the run around.
I was told to call the technician? I called the technician that evening and he had not heard back from Sears at that point. I was told that Sears did not have the parts needed for
The Kenmore washer in question?
July 7, 2023 - Surprise, Surprise, I get an email and a text from Sears telling me that the parts have shipped for the repair service.
I bought a Kenmore fridge from Sears in October 2022, with a 5-year protection plan at an additional cost of $470. It should be said that Sears was not my first choice, but unfortunately I had bad luck getting Home Depot and Best Buy to deliver.
About a month ago (June 11, 2023) a brief power outage caused my icemaker to start pouring out water and a strange dinging noise to emerge inside the fridge. On June 13, a Sears Home Services tech was sent out. They spent a total of 5 minutes here, where they simply checked the temperature of the fridge & freezer, looked inside the freezer and determined my icemaker was broken. They didn't move the fridge or check anything to diagnose the dinging noise. After saying they ordered a new icemaker that they would come back to install, I never heard from them again. The icemaker remained perpetually in "ordered" status with no estimate on when it would actually ship. I called Sears Home Services COUNTLESS times since then to get another tech to come back out and check the dinging noise, but they refused to send someone until the icemaker arrived. Then, when they determined they didn't even have a new icemaker to send (or know where to get it), they decided to "approve me for a new unit." Except, no one EVER communicated this to me. I learned all of this information through my many calls (and transfers) through the Sears Home Services organization. When I asked when I could expect the replacement fridge... crickets.
It's wild that I'm still under the manufacturer's warranty, but no one is in any rush to assist with diagnosing this noise that can potentially damage the fridge and cause food loss. I've since called to cancel the protection plan I purchased, and I'm hoping to receive a refund soon.
I purchased a Home Warranty for $ 49.95 a month under the impression that we would pay nothing else, and items in question would be replaced if the parts were not available. The outcome became that every time the “Sears Home Services” dispatches someone, and they come to the house for a diagnostic they charge you anywhere from $ 75 to $100. So, what are we paying for???? Besides the fact that they use outside contractors in my case A&E Factory Service.
On two different occasions, on top of the fee, we where charge a “Discounted price of $73.67” and today they wanted to charge me another $ 75.00 for the visit although they didn’t even have the parts to fix the appliance. I would have to wait another 3 weeks!!!!!
I have had many appointments with cancelations the day of or the day before. Whereby, I had to wait a whole day between 8:00 am & 5 PM for no call no show. When they call back to reschedule, they cannot find another appointment for weeks. What has happened to Sears? They used to be a reputable company. This is not customer service and has been a waste of time and money. I will not only request all my money back but will not use them ever again.
Sears Home Services dba A&E Factory Repair: Waited over a month for warranted repair for my lawn tractor. Despite numerous emails to remind me, and a narrowing of the expected time frame, no one showed. Phoned today to complain, and after entering my info got a voice messsage confirming an appointment on Jan 6, 2022, over a month away. I was not notified of the change. And I don't feel it reasonable to have to wait over 2 months for a warranty service that I paid for on a mower in regular use.
I feel that there is fraud involved when a company sells a service that they don't have the personnel t o provide. I now understand why there are no more Sears stores in our area. My husband and I have had Sears warranted mowers at this address for nearly 20 years and my in-laws for 40 years before that. We've always trusted Sears. I'm nearly 80 and remember my parents relying on Sears throughout my childhood. It's so sad to see the name of Sears (& Roebuck) going down the toilet.
Sears Home Services Sears We bought a Frigidaire refrigerator from the local Lakewood, store, when they were still open. We also paid for a long-term service agreement. When my fridge started making a loud grinding noise, I called . They told me that it would be about a month before they could get around to coming out to my home. They scheduled my "repair appointment" for about 30 days out. Yesterday, I was notified by email that my repair appointment was tomorrow.
Today I was notified that it was today, from 1-5 PM. In the meantime, the grinding noise was so loud that I paid for a local refrigerator repair person to come fix it. He did son and resolved the problem of the shrieking fridge for about $95. That was two weeks ago. We still wanted the repair guy to come out so the could check out the appliance and answer questions. I waited at home, starting at 1 PM.
At about 3 PM, I checked my email and found a notice that I needed to call to reschedule. When I called, I was given three options:
1.) The problem had resolved itself,
2.) That we had already had the problem repaired or
3.) that we could call in to reschedule. This is one month after the problem began. is absolutely the worst when it comes to customer service. is out of business in most locations, as far as I can see. Golden CO
Broken appliances, charged for parts that did not fix the issue. Second appliance warrantied and no call/show from repair. 7/2020 leaking dishwasher. Parts that were ordered did not fix the problem and was charged $206. After 6th repairman came out, it was finally fixed. They will not refund my $206, rather $77 and they need to come remove those parts, however, do not have the old parts to put back in. Bought warranty for $49.99/month. Called 2 weeks ago for broken oven. Company was supposed to come that Friday, I called Thursday to confirm and the guy told me he would be out on Saturday.
No show/no call. Texted him on Monday and her responded that he would call to confirm appt time. Nothing. Went Thanksgiving with no oven. Called company and was on phone for 2 hours, transferred to 6 different people. They were to find another company to fix oven. Today received email that they cannot find a company and that I should find a company and then ago through this whole process of getting reimbursed by Sears. I kept my end of the deal by paying monthly, and they have not helped. Its been a total inconvenience to me. I'm out $598 at this point. They do not stand by their promise and are not willing to work with customers.
I would have never bought the warranty if I knew that this was such poor service. And now they want me to find a company to repair my stove because they cannot. I have bought all my appliances from Sears. I've lived in my home for 20+ years and have had to buy 4 of each appliance so far except for fridge. Not sure if Sears still sells appliances, but I will never have anything to do with that company ever again. I cancelled my Warranty and had to call back again for my $75 refund for the oven deductible because noone ever came out. Turns out that the girl who cancelled never hit the cancelled button, so I would have been charged $49.99 a month still, even thought my account showed that I pain another $192. Had to wait on the phone once again and be transferred to yet another department to get my $75 refund.
Sears Home service Long wait times. Call center named Naashura laughed at our request to have someone out when the fridge stopped working altogether. Schedules appointments a month ahead. Technicians show up and refuse to fix the appliances.
Calling customer service back, they keep what you paid and won't send out another technician. paid $600 plus $45 per month, will not fix or replace anything. Reporting to the better business bureau.
I'm going to have windows replaced. Sears was quick to take my deposit and after one phone call i didn't hear from them for 3 months. The project idiots would not return nor accept my calls. only when i talked to their FL office i was told to do a formal cancellation. i was only able to do by email, Then i finally got a call. Their condencending attitude of their admittance of losing my order.
I demanded to talk to the boss for a resolution, i still won't get a call back. And, they cancelled my order. everything decision they made was without me in the loop. i am now stuck with a $2500 bill for nothing. a lawsuit is in the works. however, piss poor business with A-holes in charge. i will never buy anything from Sears again. I will get my vengence one way or another!!!!!!
I could really kick myself for giving Sears another chance! My daughter and I spent 4 hours on a Saturday night (until 10:30 p.m. actually) with a Sears salesman going through a Power Point about Sears traditions and ethics and then a protracted discussion about the price of different products. The salesman insisted on closing the sale that night or we otherwise would lose a 5% discount on the purchase of their product (I repeatedly asked to have until Monday to make decision but the Sears representative kept to insisting that I would lose the 5% discount).
There are a number of things with this transaction that are highly questionable in my mind.
- The sales meeting was filled with questionable statements about Kenmore units “actually” having a higher SEER rating than the “official” SEER rating from the manufacturer because of the their patented evaporator. I was dubious about these repeated efforts to inflate the Kenmore and Carrier SEER ratings throughout the sales process since I am pretty certain that the “official” SEER would have contemplated the “special” Sears evaporator.
- The salesman told us the installation would take 2 guys roughly 4 to 5 hours to do the installation at a cost of $2,500 (which is roughly equivalent to charging us $250/hour for the installation). I pointed out this cost per hour and the salesman simply stated that he never said the installation cost would be $250/hour.
- The salesman made what I believe to be inaccurate statements about the required thermostat for the Kenmore and Carrier AC units. For the Kenmore unit, the salesman insisted that we had to buy a $250 Sears thermostat since our third generation NEST wouldn’t work with their product (a quick Google search during the meeting dispelled that statement). For the Carrier unit, the salesman insisted that we had to buy a Carrier thermostat at $500/unit. The salesman later “clarified” that the manufacturer simply would not guarantee the SEER rating performance without these new thermostats.
- After telling the salesman that I found an American Standard dealer that priced their unit at $1,700 lower than the Sears “fair value” pricing, he provided 15% lower pricing on the base cost BUT eliminated approximately 8 to 10% in previously allowed discounts. The salesman eliminated a significant discount for paying cash, and the infamous 5% discount for making the decision 10:30 p.m. that fateful Saturday night. After additional questioning, the salesman indicated Sears would only allow the 15% discount if the price comparison was between Carrier units (I didn’t recall this condition being mentioned previously).
- The salesman seemed to “gloss over” the cancellation provisions in the mountain of contract documents, I noted a provision about $500 in earnest money that “may” be collected if the contract while signing/initialing the documents. I presumed that this “may” statement was intended to protect Sears from out of pocket costs before cancelling the order. The salesman’s manager made it clear this afternoon that “Sears management” “requires” the collection of this $500 for ALL cancelled orders after three days of signing the contract documents.
- The salesman originally promised to install the unit on the following Tuesday. I was particularly interested in a quick turnaround on the installation with my wife coming home from the hospital the following Monday. This promised installation date than became Friday after the salesman talked to his manager. Finally, the installation date became the following Tuesday because of screw up the salesman (whatever that was).
Sears quoted prices that were at the very top end of the price range for the Chicago area. Also, I was struck by the high pressure sales tactics, and the number of seemingly inaccurate statements.
This was the shower project from h__l! Can you imagine taking over five months and $5600 to replace an existing shower with a new unit. We are talking shower, not new bathroom or kitchen, just one simple shower. Sears Home Improvements promised a 1-3 day install that ran for over five months. It took three sets of contractors, three reorders of parts and literally scores of phone calls to the Sears Home Improvements Office in Charlotte to get the job done.
Two of the Sears techs measured incorrectly, and two others messed up the installation. My initial decisions to use Sears over local, much cheaper tradesmen was based on their 1-3 days for installation, and complete customer satisfaction guarantee. Forget the 1-3 days, it was over five months, with half of that time having the shower out of commission and unusable. As far as customer satisfaction is concerned, Sears didn't give a hoot about my concerns, frustrations or numerous requests to get information about the status of the project.
Oh, did I mention the black flies that came into my bathroom and house because the first set of installers failed to seal the drain leading to the septic tank. I don't know which was worse, the ineptness of the project installation people or the total lack of any pretense of keeping me in the loop during the endless delays. You would think Sears values their corporate reputation enough to at least keep the customers that have supported them for decades happy.
Sears used to be my go-to source for automotive repair, appliance service and repair, and numerous other consumer needs. This horrible experience has changed any thoughts I might have of purchasing anything from Sears in the future. Mid way through the project I started keeping a written journal detailing the project and difficulty I had in communicating with the people at the Sears Office. This "journal" currently consists of six pages of narrative. Sad but true.
I was shown a Home Depot bid for the exact same system I wanted to put in my home. Dave did all of the talking and produced the document which he said he has used many times on a price match.
I asked the Question, Why do I want to see someone else bid? Dave told me this is the price for the exact same System you are wanting. Dave wanted me to sign a contract that night, but didn't put any of his pricing in front of me. I told both men that I wanted to get Quotes from 3 or 4 more companies before I made a decision.
In my mind I was led to believe that the Dollar amout he showed me of Home Depot's Bid was the Dollar amount they were quoting me. After getting two quotes in Writing, and left with me to review, Sears had the best Price. When I called Dave to Schedule the install he told me I had to have a Quote from Home Depot or Lowes that they would match.
He said that they could only MATCH Home Depot or Lowes Quotes in My Name with my Address. Again why did he show me the Home Depot Quote on someone elses home system, exactly what I wanted, and I did ask, So this is the price for the System I want, and I understood his answer to be yes.
When I called Dave on the Phone, he told me well we only match a quote with your name and address. The Quote he showed me was just an example. I told Dave this was like a bait and switch and that I was misled by him because I was led to believe that the price he showed me was the price he Quoted me.
Dave told me that I mis understood and that he could only match the quotes I was given in writing by other providers?????????? Again why was I shown a Quote and Price for the exct same system, and then he tells me on the phone I MIS UNDERSTOOD.
This is the same Dave at the same time, that was trying to sell me GARAGE DOORS for a GARAGE I don't even have!!!!
In LateDecember I call Sears appliance repair to fix my LG Dishwasher. They didn't know how to fix them. My Dishwasher had an OE read out on the display meaning that it was not draining properly.
The first guy said it was the pump so he ordered a pump and came back two weeks later.
The second guy came and put in the pump and it didn't fix it. He said he broke the first pump removing it so he said the new pump was on the. He said he needed a new hose.
The hose came and then the first repairman came back. They sent a 1 inch long drain hose which of course was not the correct one. The correct one is grey not black and a few feet long. The 2nd repairman who was the first guy that came here said it was then the electronic board and so he ordered one and said he would come back in 2 weeks.
The board did not come in. So several weeks later when the board came in the 2nd repairman Lynn came with another guy (he said he was from south Korea) to work on my dishwasher. I was sitting in my dining room just off my kitchen. Lynn was working on the dishwasher and the other guy was talking and leaning up on my range which was katycorner from my dishwasher. Suddenly I heard a loud bang and he said something about my range. It became quiet. I was going to go over there right away but thought no it was probably nothing cause they would have said something to me. I didn't check it. The following night I found a large ding in the side of the slide in range where the paint had been knock off and it had to take something very heavy to dent it like that. So I called Sears home repairs and they immediately forwarded my call to a independent invenstigation company - Sedewick. I told him my story and sent him photos of the damage and picture of my kitchen. After he talked to the two repairmen he said there was nothing he could do that they both said they didn't do it and it wasn't damaged when they were there.
I wrote a complaint on Sears Facebook page and the guy contacted me reagardign the issue and after I replied I never heard from them again. I heard from him on the 15th of March and its now March 27th.
Other than having a video camera recording what went on I have no proof this happened.
They don't believe me and now I am left with a damaged appliance that was not on the repair list!
In 2001, Bil-Ray Homes, working as subcontractor for Sears Home Services Vinyl Siding division, sent their contractor/salesman, "CD", to my mother's home to take measurements for and evaluate the installation cost of vinyl siding for her duplex building. Upon inspection, he found an active carpenter-ant nest in the porch on one side, but assured my mother that he would "take care of it" and she believed him, duly signed papers, and was further assured that the installation had a lifetime warranty.
This was absolutely not true, as in the summer of 2014, well within that "lifetime warranty" period, the ramp leading to that porch FELL OFF THE HOUSE because those selfsame carpenter ants, the ones who were "taken care of", had multiplied, expanded, and eaten a third of the porch! The nest, rather than being removed and the location properly treated to prevent re-infestation, had simply been sealed up! The contractor we hired, having some experience in this area, took one look at the nest and determined it had easily been present for "at least" ten years, going by the extensive damage (photos available by request, already provided to Sears for all the good it did). At great personal expense, because SEARS refused to honor their warranty, invoking a never-before-mentioned supposed "statute of repose" involving the work (and to which, in several read-throughs of the paperwork, we found absolutely NO reference), she had to pay to have the ramp, the entire doorframe, part of the porch roof, and approximately 40 square feet of flooring and sheetrock replaced. This cost well over $7,000. She was on a fixed income and has since passed away.
All we got from Sears was a bunch of platitudes and meaningless statements, the equivalent of "oh well, too bad". Never mind that they hired an incompetent to do the evaluation and measurements. Never mind that his incompetence then cost a little old woman on a fixed income more than two-thirds of her savings. They refused to do anything at all for us because it was "too late by statute of repose". I'm calling out SEARS because they have no idea what true customer service means. Hopefully, this will help others who have been mistreated by this complete lack of decency and disclosure.
Been waiting since December 1st for someone to come back out and repair our dishwasher. A tech came out ordered the part and said we should have it for a week. A week goes by and no part had arrived! We started calling only to get transferred to person after person who barely spoke English. They were in the Philippines. The after a few days of being on the phone and told we would have the part we were told it was on back order from Samsung & That it would be another week. It took me 2 minutes to find the part from a company that would ship the same day and was a genuine Samsung product. We were told not to order that part it had to come from sears. Another week goes by and NO PART! We start calling being told it was still on backorder. In the meantime my mothers credit card was charged just over $300 for services we didn’t even get! She only authorized a little over $100 the original day the techcame out. So finally a tech shows up on a Monday to fix out dishwasher... WE STILL DIDNT HAVE THE PART! He went out to his truck & told us the part was ship that day it should be here in a few days! THAT WAS ANOTHER LIE. So after a few days of not receiving the part we start calling again. Once again the Philippines who barely spoke English. Then my mother was told it was still on back order! Why were we told it was shipped already, she asked? So now it’s been a month and still no part, no dishwasher over the holidays and still taken $300 of the money with no services!! Finally the part comes.... that was a week ago and still after being told today someone would be out, they called and said it wouldn’t be until Monday til a tech would come! meanwhile we were told after 30 days we were entitled to a new dishwasher. So she started calling again today... Only to be transferred to Florida, then the Philippines, Columbia South America and then she was hung up on.... This is the worst service and customer service I have ever experienced!After being a reputable company they are a joke and don’t care about its customers. Here it is January 4th and still no dishwasher. Can’t get any answers and only to be transferred around the world and passed off to the next illiterate customer rep!
Hired Sears to remodel our kitchen on 12/6/2017.Problems with EVERYTHING!
1) Time frame: we contracted with Sears on December 6, 2016. At the time, we were told it would take 4 to 6 weeks for COMPLETION of the kitchen remodel (which would have made it mid-January), with an absolute completion of no later than "the first week of February." We were not happy with this time frame to begin with as we wanted the kitchen done NOW, not weeks later. But since the cabinets did need to be made, we agreed to that time frame. However, the kitchen was not started until 14 WEEKS later, huge time frame difference!
And it was NEVER completed! We have issues that need to be fixed. 2) STRESS: My 71 year old mother (the one who wanted the kitchen done) and I both have medical conditions that require we avoid stress at all costs. We went to Sears for the remodel because we did not want the stress of a typical remodel as neither one of us is supposed to get stressed out.
Instead this has been an absolute nightmare, inducing migraines, blood pressure episodes and panic attacks! The delays and shoddy work were bad enough, but the fact that Sears negligence with the wiring of the dishwasher could have BURNED OUR HOUSE DOWN cause my mother and I to both have stress induced episodes! And it just keeps on going! 3) Communication: We were assured that we would be kept up to date with everything during the entire process.
That did not happen at all. When the 4 to 6 weeks came and went with no word from Sears, I had to call, repeatedly, trying to find out when the work would be done. Instead of getting answers, I got a whole lot of "we don't know." It was upsetting and infuriating! I wanted to cancel the work right then and there!
Instead I was assured time and again, that we would be given priority. Since it took 14 weeks for any work to be done, we obviously were NOT given priority! And it just got worse and worse! 4) Promises not kept: To add to the nightmare, there have been issues from the get go.
We told Sears about our $4000 water system up front and were assured by Jack Knight that it would not be an issue. Then it was an issue! They refused to put the system back in and after a lot of arguing they finally did put it back in. More stress!
We were told our uneven ceiling would not be an issue as the cabinets would be trimmed out to the ceiling. The cabinets were trimmed, however they are NOT trimmed to the ceiling, there is a large, awful looking gap between the ceiling and the top of the cabinets. When I objected, I got told Sears does not touch the ceiling and we would need to have someone else out to do something about the gap! We were told the paneling behind the old cabinets would be removed and new dry wall would be put up as the back splash would need the new drywall.
Nope. Paneling was left up and small sections of drywall were put up over the paneling (shoddy work). One of our outlets was covered by the new cabinets (should have been moved and we had been told it would be moved) and I had to remind the workmen they should have moved the outlet prior to installing the cabinets after they had already covered up the outlet! (more shoddy work).
We were told that Sears has their own work force and does not contract out to sub-contractors. Not so much, instead sub-contractors are who showed up to do the work. We were assured Sears would do all clean up. Nope, the kitchen sink and other debris were left for us to dispose of at additional expense.
They did however, throw out our DOOR BELL RECEIVER, which we now have to replace. The stove was left unplugged when the workmen left, a minor inconvenience but just another indication of the lack of attention our project got! 5) Additional ISSUES: Dishwasher wiring done incorrectly as to be a fire hazard! For 3 weeks the dishwasher was wired wrong and was a direct fire hazard.
Sears was notified immediately about the bad wiring job and made NO attempt to fix it. Instead I had to find an outside electrician to fix it. My mother had a panic attack when we discovered it could have burned our house down! Since she is recovering from having 3 strokes already, this was NOT good for her health!
Drywall work now needs to be done to fix what the electrician had to do to our walls in order to fix the dishwasher wiring. We have holes in our living room and utility room . The living room drywall was recently installed and painted so as not have any patches in it. Now I have to find someone to fix the holes and repaint the wall.
Again, Sears made zero effort to attend to this. Our kitchen floor has been trashed. There are several cuts in the linoleum floor that were not there when this whole mess started. The cuts appear to be from moving the appliances over the floor with nothing underneath them.
We will now need to redo our kitchen floor, which we hadn't planned to do for several more years as the floor was just done two years ago with brand new linoleum. Another expense we had not planned on. One of the reason we originally contacted Sears to do the kitchen remodel was because it is difficult to find anyone to do work in our area. Now due to Sears incompetence and negligence, I have to find someone else to do fix the problems Sears has left.
Thus adding even more stress to this already bad situation. I filed a complaint with the Attorney General of West Virginia. Whole mess was turned over to Richard Volny at Sears, he offered us a discount of $3060 for the cost of the electrician we had to pay to rewire the dishwasher and for the inconvenience and promised Sears would fix the other issues. On October 2, 2017 the District General Manager, Shawn Gallagher, came out to our house and saw what needed to be done himself.
Conclusion of this visit was that Sears would not fix anything or complete the work, but would discount enough off the contract so that we could have the work completed by someone else. Mr. Gallagher told me he would give Richard Volny the numbers for the discounts and have him send me the settlement agreement. You'd think this would be the end of it, but nope.
Mr. Volny sends the settlement offer with a 10 day window, while I'm in the hospital (which he knew about), although that settlement never showed up at my house so who knows. I got notified that a settlement offer had been made through the Attorney General's office. When I notified Mr.
Volny that I never got it, he was rather sarcastic but did send another copy to me by email.
Imagine my dismay and shock to see the "settlement" shows only the $3060 discount we'd already been given and absolutely NOTHING to cover all the work that still needs to done.I refused this insulting settlement.
I had a young man sitting at a vendor type table at a local store ask me if I would like a free estimate for any home improvement project I was considering in the future. I wanted an estimate for windows and my kitchen and said "sure". I gave him my contact information and received a call from a scheduling representative later that afternoon. Before I hung up, she had said that both myself and my spouse would need to be there to meet with the person coming out to give us an estimate. This rang a little warning bell in my head, but I figured that this is Sears they must have a decent enough reason. My appointment was set for 6 pm about 10 days later.
I had two salesmen show up to my home and thought that one was for the windows and one was for the kitchen. Oh No. They didn't even discuss my windows and went right to the kitchen. These two men were dressed in business attire and looked like they had never ever done any kind of home improvement work in their lives. That aside, they asked us what we were wanting to do and then started asking us what we liked and didn't like about our current kitchen. (We had torn out our old kitchen about a year ago after what was an innocent enough project to change out the flooring. After removing the flooring, we found there was some major issues that had to be dealt with and we were unable to salvage the old cabinets due to water damage that the previous owners had slapped a bandaid on long enough to sell the house. We had new flooring placed and had bought some lower cabinets from IKEA along with a new sink and faucet that were only about 6 months old. We did all of this ourselves, but given our work schedules currently, things were taking a long time to complete. We did not have upper cabinets or countertops. We had makeshift countertops of plywood covered with contact paper.) I told the salesmen that I liked my new cabinets (soft close shut and the hidden drawers), but he marked them as "neutral" on the survey he was filling out. They then proceeded to show us a slideshow on how Sears has been in business all these years and how they were #1 in the US for home improvement over the other home improvement stores in the nation. Funny enough, I didn't even know Sears did home improvement until seeing that vendor table and I've done many home improvement projects in the past.
Only after several more minutes of them pimping themselves out, did they show the samples of their cabinets, backsplashes and countertops. Now during that long presentation, they sat and and talked about how many choices they have, but in reality, they are pretty limited. For example, I really like my black cabinets, but all Sears has for black cabinets is one style (shaker) with only the one type of door for upper and lower. The backsplash samples are paper wall paper type material so you don't get a really good idea what they would actually look like. The countertop samples are only about 3"x3". I know that may be common in home improvement stores, but in some of the samples that have a lot of variation, a sample can look vastly different than the completed project.
The salesmen said they couldn't "use" my current porcelain apron sink and that I would need a different one. They do have apron sinks, but not double apron sinks and it was only 6 months old to begin with along with the faucet. They said it would be up to us then for a sink and faucet. So I "decided" on a "pearl" colored cabinet, a off-white subway tile backsplash, and a river rock countertop. I noticed at this time, it was now almost 9:30 pm (our appt had started at 6 pm) and was ready for these two to go so I could eat supper and get ready for bed since I had to be up at 0500 the next morning for work.
At this point with our current kitchen remodel taking forever, I thought this might be the way to go so that I could have my kitchen together by the 4th of July next year. It wasn't exactly what I had in mind for my completed kitchen, but it be an ok alternative. That's when they said they would get some figures together and came back with a figure of $23,000 for cabinets, a basic subway tile backsplash and quartz countertops. I know kitchen remodels are very expensive, but this seemed a little high for what we wanted. In the meantime, I had gone upstairs to get a few things done while my husband chit chatted with one salesmen while the other was outside. WHen I came back down, they started talking about various financing options.
My husband and I said they could run his credit to see what he could qualify for. It seemed like he signed a lot on their digital penpad for just a credit check. Mind you, we had not received any kind of print out or seen any list of what we would actually be getting by going through Sears. I started asking them about the sizes of cabinets they would be putting in and they started rattling off sizes that are much smaller than my current ones. (Ikea seems to have more "custom" sizes than what Sears seems to have). I told them I didn't want the smaller ones and wanted the size I have now. They said that with their corner cabinet, I couldn't have any other size. I also asked about what they were planning for over my kitchen window since there is not enough space between the window and ceiling for a cabinet and they said nothing.
I said they couldnt leave that area with nothing since it is a log wall. (We live in a log cabin with rounded log walls). That's when they said they would put in a valance. One of the salesmen went outside to make a call while my husband and I stepped aside and we both agreed that this is not for us since they weren't being upfornt with us. We all came back into the kitchen and they said my husband hadn't been approved for the credit through Sears but had been through another company, but at 24% interest. We said, "No thank you". That is when they wanted me to give my information to run my credit for the project. I looked at them and said, "no" and that "we're done".
So to sum up the story, kids...What I was expecting to take an hour and a half, took over 4 hours. This seems absurd to me. Two salesmen showed up to tagteam us on one of our two projects. They quote you a price, but don't actually tell you what you are buying or what sizes. You have no idea what the various items cost. To me, if a company is so great like they claimed, they wouldn't have to be selling themselves. You don't see Apple or Windows on the corner bragging about how great they are to get your sale. They let the product sell themselves. Sears doesn't actually do the work. They have a project coordinator and subcontract the work to other local companies. They don't have a lot of choices for cabinets, backsplashes, sinks, pulls, or faucets.
I flat out told the salesmen I didn't shop at Sears because it was outdated, very unorganized and inferior quality items compared to their competitors at the beginning of the appointment. Between this and how they run their "home improvement services" I don't see Sears staying in the running very long for much of anything. Even Craftsmen is no longer sold primarly at Sears.
First, let me say that we have no intent on ever doing business again with Sears or any of their holdings know to me such as Kmart. Second, if you choose to do business with Sears, make sure that every personal concern regarding the item or installation be in writing. My recommendation is that you have legal advice prior to signing any contract with Sears.
We chose to contract product and services from Sears based on a false belief that the company stood for customer service and quality. That Sears is a legend, a thing of the past which lives only in memories.
May 12, 2017 - Met with Bernie Lindell to discuss replacement exterior doors and adding 2 storm doors. He advised me that the doors will be custom made and that they will be ready for installation in 2-3 weeks per the contract. Contract was signed for doors, installation, and a discounted whole house warranty for a cost of almost $12,000. Bernie noted that the cost was justified in the fact that the doors would be made “exclusively” to fit my doorways. I should have heeded my apprehension when Bernie’s closing remarks where he asked if I was sure I would not cancel the order within the72 hours provided because he would have “wasted” time.
May 15 or 16, 2017 – My husband informed me that a person from Sears came to measure the doorways but he only measured two out of the (3) contracted for. The two doors that were measured were the side (kitchen) entrance and the front entrance. My husband insisted that he is supposed to measure all three entrances but was told that his instructions were to measure the two entrances.
May 24, 2017 & June 7, 2017 – I contacted the Richmond Sears Home Improvement office and spoke with Steve informing him of the discrepancy and the need to have the third entryway measured. Initially Steve also held that we have an order for two entrances. I referred him to the contract and the “additional instructions” where the remaining portion of the order was carelessly placed. Having lost all confidence in the process, I informed Steve that before they moved any further we wanted 2 things done: Send someone down to complete the measurements for the third door; and Mail or email us model information and pictures of the doors ordered so I can verify that there are no other errors.
Steve assured Sandra that someone will come to complete the measurements and he will email us with the representations of the doors ordered.
We did not hear from Sears beyond May 24, 2017. Eventually, we contracted with someone else to install doors and purchased doors ourselves.
July 12, 2017 - Just before the doors were to be installed by our new contractor, a representative of Sears, Carl, phoned informing us that that the doors were ready.
July 13, 2017 – I informed Carl of my last conversation with Sears regarding my instructions for confirmation of the products order before the process moved on and that it was not honored. Further, the contracted time for installation was long past. Carl would not acknowledge the errors repeatedly informing me that the conversation had not been documented. He reminded Sandra of the contract and gave a general apology for any inconvenience. He asked that we move beyond Sears mistakes and just schedule the installation of the doors.
Ultimately Carl suggested that we assume that Sears did what they were supposed to do and that we should start there. I pointed out that he was suggesting that we are being dishonest (lying) to which he immediately denied. This added insult to injury.
I became emotional and asked what is he suggesting. Carl said they could take off $500 for our trouble. My husband followed up with Carl on the same day and informed him that we would not be doing business with Sears in the future so they could remove the whole house warranty to which he agreed.
Feeling beaten, we cancelled the private contractor and the purchase of the new doors.
A day prior to the scheduled delivery, we received an addendum in the mail requesting out signature as “final offer”. The addendum correctly removed the whole house warranty from the contract but instead of the $500 discount to the price we were given a $500-dollar credit. Why would we want a credit from this company which we will not do business with in the future and that we will be paying finance charges on. In effect, we were not given any consideration for our troubles other than how to deceive us. We decided that it was time to contact legal help and we turned the installers away considering the new documents.
Ultimately, we wanted to reject the entire project on principle because of their dishonesty but our attorney assured us that Sears is use to winning battles against customers and our efforts towards justice would fail.
We bought a Kenmore Elite refrigerator in April 2016. It comes with a year warranty, but in June/July 2017, the fridge went out. We were told to avoid LG, so we though we were safe buying a Kenmore. The first repair person we called refuses to work on these refrigerators because he says they go out every year and he does not like customers becoming angry with him, thinking he didn't repair it properly. After having a different private repair technician come check it out, he said the compressor that was out is made by LG and is known to have problems. When we called Sears to order the part, which is still covered by warranty, they said we had to use Sears for repair in order to receive the bad parts and for it to be covered.
The first Sears repair guy could not tell us if it was indeed covered by warranty, and it could possibly cost us around $1K if it wasn't covered. We sent him away and Sears told us we'd have to pay again for another Sears repair man to come (even though they had already diagnosed the problem) if we wanted the part covered under warrantly. After hours on the phone, we got them to send someone out for free. He identified the problem (again) and ordered the parts. After not receiving the parts in the time promised, we again called and they said the parts were back-ordered and would be in by August 31. We had been without a fridge for at least 6 weeks by then. At least 2 months later, we still have not received the parts and are getting conflicting information about whether the parts will arrive or not. We have spent at least a total of 7 hours on the phone with Sears, keep getting the run-around switched from department to department, promised a call back from the local repair department four times now with no return call, and still have no resolution. We are hoping we don't have to hire a lawyer, but nothing else has resulted in a working refrigerator.
Everyone be very careful when responding to an email for SEARS HOME SERVICES carpet cleaning!!! They did not meet the scheduled appointment hours because the customer service rep forgot to save the appointment The second appointment for late in the day brought a broken machine They advertise for 3 rooms and a hallway for $99.00 and when they finally arrived with the broken machine they insist it was $149.00 The most horrible manager in ft lauderdale Jose was nasty and unhelpful We are so surprised at Sears and we just want everyone to know to beware and to share this post
I was a subcontractor for SEARS in San Diego and Los Angeles installing heating and air-conditioning systems , I take great pride in my work and treat the customers with respect . I'm growing my business. And decided to expand and try to do SEARS in Los Angeles as well the first couple of jobs I got were sized incorrectly. Pictures that I receive and emails or wrong the sales contracts are wrong they sell these customers stuff and expect the subcontractors to make miracles happen in and if it doesn't work it's on our shoulders even though the salesman or project managers typically don't have air conditioning experience . I went and did a change out for Sears and West Covina The customer pointed us in the direction of their downstairs heating and air-conditioning system that was to be replaced the SEARS sales contract that I have and the scope of work all say use existing ductwork use existing electrical and they provide pictures of the current system downstairs just like they do in every other job I've done for SEARS for the past two years. once we change the system out Sears called me a few days later saying we were supposed to leave that system and add a new system upstairs it was to be a cut in not to change out. My responses all the information that you gave me states replacement use existing ducting use existing electrical and you provided me with pictures of the downstairs system why would any of this be relevant if it was going to be a brand-new system upstairs there would not be existing anything . even in my scope of work or pay scale they weren't paying me to do platform, electrical cutting in any vents. And instead of paying me for the work that I did because they made a mistake they pass the buck and blame it on me saying I did it wrong even though all of their information and even the sales contract states change out not cut in. I've called multiple people and SEARS to try and get this resolved but now it's reflecting on other jobs I did they think I'm a dishonest person it won't give me the time a day because Beth who has no experience covered her butt and blamed it on me that is dishonest and not fair. so now Sears owes me on multiple jobs because they're not paying me and they say it's because I owe them now, it is not fair that they get to not pay you based on their misinformation and they won't let you talk to them or give you a call back SEARS is not answering the phone and the Poniu off trying to make small companies go out of business by bullying them around. I'm sure this doesn't reflect SEARS as a corporation just to San Diego and Los Angeles branches. They literally told me they don't know what they're doing they don't know air-conditioning and they are trying to decipher my trade when they are salesman who just moved up in the company
I contracted Sears to replace my roof. They were considerably higher but were to replace all rotted wood and fascia. HERO program assured me that Sears always followed through on issues. WRONG! Regan roofing was subcontractor.
They started tear off March 3, 2016. I had questioned the time before starting, as we were expecting heavy rain that weekend, and they would not be done. They assured me that the roof would be watertight. Well Sunday morning March 6, water was pouring in roof of pantry. They had left the gutters completely clogged with roof debris, it overflowed into the room. I called Regans super, their owner brought me a blower. All the shelfs were ruined, the pots/pans, appliances were filthy, light globe so full of water it looked like a fish tank. After numerous calls in that week, Sears sent someone over and they helped me get the remnants out of there. Luckily I own a large dehumidifier, so I had no mold issues. Sears finally sent someone weeks late to tear out drywall and insulation, were GOING to fix it. The room is only 5' x 13', so not a big job.
I paid extra $3000 to have the entire low slope area decked with ply, as this was where leak started. When I came home roof was only covered with 1st layer barrier and obvious that decking had not been done. I asked why and was told I didn't need it. I contacted Sears and stated that I wanted that credited, they agreed. I have never yet seen anything from Sears stating that I would be credited. I also researched Owens Corning roofing products. They state that the low slope membrane should only be installed on decking. My roof is 1" x 6" slats. This was wrong product for my roof without decking it first!
This was the 2nd project manager, Keith Burns, from Sears, as the first, Jason Ford did nothing then apparently transferred. Keith was supposed to be the manage. I was told numerous times they were going to repalce the rotted fascia. They did replace on main house, but the worst on guest house was left! Then afetr more time, they had replaced the guest house as well. They did not replace the rotted 2" x 10" fascia on 2 nd floor, though. Came back and replaced 1 corner, not mitered or toenailed, affixed at 2 points only, (Code is 3). Drip edge was bent and mangled, they dropped a board on my incoming water pipe, which started spraying, then left. I came home to find it and had to shut water off and go get parts to repair. They had also installed the drip edge flush with the fascia, and I can not get gutters under it. I had gutter there and had told them I was going to install vinyl gutter once done, and had approved them to tear off old gutter.
In the meantime a sink was plugged in the guest house. When augering down the vent, it poked a hole in drywall. They had stuffed the vent extension through roof jack, but not to the pipe! My neighbor had overheard them say " Did you put roof vent back on" The answer was "Why, nobody is here to see it."
Repeated contact with Keith was to no avail, then Robert Hill became the project manager. A 3rd party inspector came out with a roofer. They also had not installed enough vents, and installed up high instead of low. There is also now obvious buckles in the wood underneath the low slope area that I paid to be decked, and that was to be replaced if bad. Since this is where leak started, I am betting its rotted and was never replaced. They were in a great hurry to cover it, now I know why. Robert Hill told me a few weeks ago that thet were going to fix the bad fascia, repair the roof where buckled, reinstall the drip edge, add vents in proper location, etc., etc. Now Robert Hill is gone and I have to start over again. I complained to HERO numerous times. They contacted Sears legal. They had a 3rd party claims company, Sedgewick, send papers to Regan Roofings insurance for the water damages claims. I now am supposed to work with their insurance company to fix the damage. I hired SEARS, not Regan. A mistake on both.
Now a new legal rep has contacted me wanting me to re-iterate everything. This has all been sent by email to all parties. pictures were attached. I told her that Robert was handling it, talk to him, but he is now gone. This has been a 9 month nightmare.
The only positive is that its Hero financing, and they have not been paid. I am ready to hire a GOOD roofer, rip it all off and redo it right. There is so much more, this is a summary of issues. How long do I have to wait for Sears to step up. Maybe I should go get hired there, so I can get it fixed right.
I called upon Sears Duct Cleaning of Memphis to come clean out our clogged dryer vent in November of 2016.
They came out while my wife was home, and could not locate the vent exit on the exterior of our house (it is on the roof).
So, they stuck a vacuum into the wall at the dryer end of the vent, fiddled around for a few minutes, and called it a day.
Lo and behold, my dryer is still overheating, and still has the "Vent Sensor" warning flashing.
Frustrated, I had a friend come over with a ladder and we checked the roof end of the vent. It was packed completely full of dust and lint still. It had not been cleaned AT ALL.
I inquired about a refund, waited weeks for a response, only to discover that Sears Services "guarantee" is null and void if any subsequent cleaning has been performed. They honestly expected us to not dry any clothes for weeks while we waited for them to get around to returning our call.
I am out $150. Consumer beware of these lazy con artists.
The refrigerator we bought from Sears went out, my wife called Sears Appliance Repair to have it fixed. They gave us a one week appointmint, the repair person said it was a comprssor they ordered the compressor. The they gave me another appointment and another repair person came out to install the compresssor. The old compressor was still keeping the refrigerator cool, the repair person did not check if the right compressor was sent. The repair person pulled out the compressor and the said they sent the wrong compressor. They reordered the compressor and madehey and appointment with me to come back on 21 Nov. between 8 and 12. On the 21 Nov I did not get a call that they would be coming. I called the Sears service department and was told my appointment has been changed to 22 Nov with out calling us and asking if that would work for us. The person i was speaking with asked if the parts arrived I told the it did the past week, then they said i was supose to call them and let them know the parts arrive. When the first repair person ordered the parts they did not tell me to call when the parts come in, and when the second repair person ordered the parts the did not tell me to call it in they tract the parts. Now it is over three weeks all the food in my freezer is gone and we just went to the store before the refrigerator went out. They made the mistake ordering the wrong parts they should have put my repair to the top of the list instad they put some one ahead of me and changed my appointment with out asking us tis is worst service i received from Sears in all the years I have delt with them.
The refrigerator we bought from Sears went out, my wife called Sears Appliance Repair to have it fixed. They gave us a one week appointmint, the repair person said it was a comprssor they ordered the compressor. The they gave me another appointment and another repair person came out to install the compresssor. The old compressor was still keeping the refrigerator cool, the repair person did not check if the right compressor was sent. The repair person pulled out the compressor and the said they sent the wrong compressor. They reordered the compressor and madehey and appointment with me to come back on 21 Nov. between 8 and 12. On the 21 Nov I did not get a call that they would be coming. I called the Sears service department and was told my appointment has been changed to 22 Nov with out calling us and asking if that would work for us. The person i was speaking with asked if the parts arrived I told the it did the past week, then they said i was supose to call them and let them know the parts arrive. When the first repair person ordered the parts they did not tell me to call when the parts come in, and when the second repair person ordered the parts the did not tell me to call it in they tract the parts. Now it is over three weeks all the food in my freezer is gone and we just went to the store before the refrigerator went out. They made the mistake ordering the wrong parts they should have put my repair to the top of the list instad they put some one ahead of me and changed my appointment with out asking us tis is worst service i received from Sears in all the years I have delt with them.
Sear Air duct cleaning service is no longer the same as it is 2 years ago when I have the first service performed. It is not as it is advertised on their current web site, that you get what you ordered to do. I have scheduled this weekend for and Air duct cleaning from Sear web site for 18 vents to be clean for $179.95+$15 trip charge, which come to total of $194.95. When the service guy came and looked around, told me that he is new never done one on the oil furnace so someone else will come for it later. As I understand and have this done 2 year ago, air Duct cleaning have nothing to do with what kind of furnace you have. I call the service department to find out why and I was told that they have to do a so call whole system cleaning rather than what I ordered (and some nonsense about Guarantee), and that will cost me some where $450 or more for it. I tried to call back to the service department and demand to talk to the manager and was intentionally put on hold indefinite that I have to hang up in the end. It is classic kind of respond and tell me how low their service has become. So I did not go through with the service. I believe I have no choice on the issue other than not take on the service they offer. But I believe this is unprofessional and unethical route that Sear is becoming that are so prominent in this cleaning service industry. So I like to take this opportunity to warn other consumer on Sear practice, that you being con for your hard earn dollar, it is not what it advertise on their site. it is completely fraud in my opinion.
I purchased this unit in July 2015, and starting having issues approx 30 days after the installation.
My sales person Mike Mortensen, said that he would set me up with the best installation team and they would help with any service related matters, well it toll me many phone calls and a couple of text messages to get Mike to respond, and all he did was refer me to a 1-800 number.
Well after many calls I got ahold of Danny Nappier with Sears Homepro, and he sent out John Powers a subcontractor and owner of Statewide AC, who was very nice and his son was nice as well.
They installed a new thermostat due to the fact that the one they installed originally was not showing accurate temperatures.
Needless to say, after that things just went downhill, with the main issue being, I would set the thermostat at 71 degrees and my temperature in the game room and my bedfoom would range from 69 - 77 degrees, this is a 8 degree range of temperature in the same room and this would occur many times during the day.
I would check my external thermometer many times during the day, it over the course of a few hours the temp would go from as high as 77 and as low as 69, and this is not normal.
After many more emails, phone calls and I even sent them a excel spreadsheet where I kept a log of th range of temperatures over the course of 30 -45 days, they finally came back out and installed a remote sensor on the ceiling of my bedroom
You guessed it, this did not change anything, as an example just last night I set the temp to 71, before going to sleep my external thermometer was reading 71, then when I woke up at 11:30 pm it was reading 77, then when I woke up at 5:30 am to get up the temp was back to 71.
This is not normal for the temperature to range 6-8 degrees in the same room, many times during the night or during the day, really it should not range that much at all at any given time.
After many more emails and phone calls, one call where Danny Nappier hung up on me because he got mad, I received a letter from Charles Fernandez where he specically says, " We write you in regards to the outstanding HVAC issues we have ATTEMPTED to resolve for you." Key word is "atempted" and not "resolved",
Basically he is saying the are not going to come back out and get the system right, yes it was installed, but is not running like an AC unit should run.
Also received an email from George Glover and I quote " i spoke with my boss he said, "That we can not control the temp of every section of your home, he will be sending a do no more letter to you."
This validates the fact that they guys will NOT work to resolve the problem to make sure that the $8,500 unit they installed is working properly, but think they can send a DO MORE LETTER out and no longer be accountable to make sure their product is working properly.
If you are ever thinking about using Sears Homepro in Houston, TX @ 10055 Regal Row Suite 160, Houston, TX 77040, do NOT do it, because they are not trustworthy to complete the job to ensure that your investment is running 100% correctly, they will just send you a letter telling you that they will not service you any longer
Sears Home Services was found in the Warsaw, VA yellow pages under APPLIANCES-MAJOR-REPAIR. I called 877-587-1992 for a serviceman to come to our house to put a new belt on our Kenmore dryer. The serviceman made the repair, gave me a bill, and he was immediately paid $162.57 with a check on August 4, 2016.
Then, I received a bill for $162.57 from the National Claims Center. My wife found the original check, after the rain, in the driveway gravel, where it was dropped by the serviceman. We had the phone number for the service and I called the number three times to tell him he had dropped the check in the driveway.
The National Claims Center Invoice date was 9/6/2016. The National Claims Center bill was post marked on September 8, 2016 , but requesting payment by September 6, 2016 "to avoid late charges". I did not receive the bill until after September 8, 2016, so it is impossible to pay the bill by September 6, 2016.
I quote exactly the the following from the preprinted invoice form:
"THIS LETTER IS AN ATTEMPT TO COLLECT A DEBT. ANY INFORMATOIN THAT YOU PROVIDE TO US WILL BE USED FOR THAT PURPOSE."
Notice the misspelling of the word, INFORMATOIN. And, what is "attempt" to collect a debt mean? I called billing at the company and I asked why they didn't simply sent their own bill, and they said they always bill through the National Claims Center.
I read other complaints about this company about double billing.
What's quoted online is not accurate price. Additional fees will be added which is outrageous. They did arrived on time. Tech tried to get me to pay him side money to do extra work without reporting to Sears. Then convinced me to do ac coil cleaning and I originally called just for air ducts. I agreed to service since house was old and never done. Tech turned off ac and last one to mess with unit. Next day water was leaking. I called him back and he did comedy later. He couldn't figure out why it was leaking. At that time his manager did what he could to help. A few days later I called spoke to his manager to only be charged for air ducts not ac coils. He originally agreed to refund. Now they refused to return money and wrote letter to my credit card I never called. I have phone log showing I called over 5 times. Manager got rude screamed and yelled. Be aware company will not honor statisation guaranteed. I called within 30 days.
To whom it may concern Sears Home services SHS HW Program in NY has given me a runaround that cost thousands of dollars all over a water heater. My policy number is 93335986 and claim # 92643143. The company handling the claim is Cross Country Home Services. They hired a company that's not even licensed in my town to install a Gas Water Heater this was Wednesday 09/07/2016 and have me wait for them to ship to NY while the water heater is not even shut off.The water is running all over my finished den causing thousands of dollars in damage. I don't believe Cross Country should be licensed to sell warranties in the State Of NY using the name of Sears written all over there brochures and contracts. I will be looking into that. Every one I have spoken to either don't speak English very well or is not understanding what this is costing Sears for Carpet, furniture water heater. Now on 09/15/2016 they said they will have someone else come look at it. Cross Country dba as Sears Holdings would have to ship another water heater. This will take another week. Go figure. You cannot even make this up. I will never use Sears again and I will report to all agencies DFS, DCA, and licensing bureau's throughout NYS. What happened to Sears ???
On July 12, 2016, I dropped off my vacuum for a simple repair. My vacuum had been in for this repair several times and it seems that Sears has a hard time getting someone who knows what they are doing. I have an extended warrantee on the vacuum. On August 5th, I picked up my vacuum from the repair department. When I open the box to check to see if my vacuum was correctly repaired, I found my vacuum to be cracked, scratched and gouges taken out of the canister. The repair service suggested that I call the number located on my receipt. I was informed that this issue had nothing to do with them. Repair insisted that this was a transit problem.
A stranger helped me get my vacuum into my car, with no offer of help from service repair. I called the number listed on the receipt from the parking lot. I was informed that this was not a transit problem and that I should bring the vacuum back to sears repair.
Sears repair was confused and made me wait while they called the same number I did. Once they realized that I was telling the truth, they had me fill out paperwork for the vacuum so they could send it out.
After a ten day wait with no call from sears, I called the number located on the receipt again to check the status of my vacuum. Nobody knew what happened to it and the women on the phone sent in a report to locate my vacuum. I was told that I would receive a call in 24 hours with an update. I never received a call.
I phoned sears again and was informed that my vacuum was repaired and I could pick it up on Friday, August 19th. I went to pick up my vacuum today Wednesday August 24th, only to be told that my vacuum had not been returned and they were not sure of its status.
I went home and again called the number on my receipt. When I finally got someone on the line, I was informed that I had reached appliance repair and she did not have the ability to transfer me to the correct department and did not know the number. I was told to call back and to tell the automated answer machine that I wanted service pick up and that in doing so it should get me to the correct department.
I called then again and after a very long wait, the women on the phone told me that my vacuum should arrive by tomorrow the 25th of August. I was told that I need to wait to get a call from repair before I go to pick up. I will be calling the repair service tomorrow. I am done waiting.
With little to no confidence, I will wait until tomorrow to see if my vacuum arrives. I have no intention of purchasing another Sears appliance again due to this.
SEAR hOME WARRANTY IS A BIG RIP OFF. My hot water heater caught fire and melted around a heating element. I called Sear to make appointment to get the HWH repaired/ replaced. We have the best whole house plan they offer for $54.99 a month. It takes several days to show up. The plumber looks at the HWh and then starts to leave. I asked when he intended to replace the HWH. He reply was several days and Sears had to review the claim.
I called Sears and stated that waiting a week to replace a simple HWH was unacceptable. The supervisor told me I could hire a licensed plumber and have the unit replaced and submit the invoice for payment. So we did in order to get hot water. We submitted th eclaim and after 2 months and quite a few phone calls, Sears denied the claim. They refused to even pay just for the HWH. So now I am out $25 for the HWH and $350 for the plumber after I did what they told me to do.
SEAR HOME WARRANTY IS A BIG RIP OFF. They only do what they makes them money. Now get this, they would not close my account until I made two more monthly payments for $54.99 a month. I am waitng until next month when the payments stop. They say if you get anything repaired you must keep paying until you pay for the repair. They are loan sharks, not a home warranty. It's a real shake down system they operate with your money. Once you get in you can't get out unitl they tell you.
SEARS IS A RIP OFF- they steal your money and do do the work!
I have a Sears Master Protection Plan on all of my appliance and I pay every year or two to keep them active. I contacted Sears Home Service on 6/30/16 as my refrigerator door fell off! In doing so the hinge looks like it melted off when it broke and it took the shelving units inside with it. The screws were pulled right out of the inside of the frige walls and the veggie bins came out as well. I am holding the door on with a heavy cabinet against it. I was told serviceman could not come out till the following week 7/5/16.
Serviceman said, old frige hard to get parts for especially as many as needed incuding repairs to ice maker leaking water and freezer bins. He called in to request help looking for parts and told me it would be 3 days before I heard back from Sears. I called back in to the Escalation department on 7/7/16 to ask about parts and was told "Sears had 10 days" to look for parts not 3. Then they had another 10 days to get parts and set up a serviceman to come out. She also said the only part service person looking for was door the other parts weren't llisted. We heard the repairman tell them all the parts so are they again stalling?? I told her not acceptable now the freezer was leaking water as everything defrosting loosing food and family couldn't go with a fridge for 30 days. She went to her supervisor came back and said he was no help said, I had to wait the time limit to see if the parts could be found. I am now looking at waiting 26 days to get my frige repaired and thats IF THEY can find the parts.
Master Protection plan states replacement of appliance if they can't fix it doesn't say I need to have my family wait 30 days or more while they decide to cover the warranty or not! I am spending alot of time dealing with different departments at sears, taking off work to meet service person and writing up Consumer Affair, BBB, and other reports to make sure others don't turn over their hard earned money for an agreement Sears doesn't back.
DO NOT PURCHASE SERVICE PLANS from Sears Home Services they don't back them up and they take you through the mud while they think about whether they will warranty the appliance. I wish I could sue them for breach of contract and my lost time at work.
I called Sears for an advertised $129 deep clean carpet cleaning (up to 4 rooms and a free hall). When they came to do 2 rooms, 2 halls and stairs, Sears wanted $389. They could do the work without one of the "additional services" for $300. When I asked why not do the coupon advertised service for $129, Sears replied, "Oh no, the basic cleaning service will not do the work that we see!" This is the old line of bait and swiitch tacticians. I told Sears it was too much money and I was unwilling to let them clean. They left, and I'm filing this report to let other would be customers know that the coupons sent in the mail are bogus.
We purchased a Samsung flat screen TV on 04/15/15. This TV does not work properly. If you turn it on you only get sound and no picture. You have to start pushing different buttons to get the picture to come on. On occasion we will be watchiing the TV and the picture will go out and turn black. Starting November 27, 2015 we had a repair man fix the TV three times and each time the repair ony lasted a short period of time. The company said we would have to have it repaired 4 times before they would replace it. Now they are telling us they do not have anyone to come out and repair it for the 4th time so they will not replace it. We have called at least 14 times since 02/16/16 and they always say they will call back but never do. We have kept a list of the people we have called and the dates. They have sent us in all dfferrent directions to master agreements and several protection agreements. We have their phone numbers also. We paid $4439.99 for our warranty good (Ha) until 04/21/20. We do not know where to turn to get help with this problem and were hoping you may have better luck getting result then we are having. We would certainly appreciate your assistance dealing with these people. It is not right to treat customers like this. Thank you so very much for your assistance. We are looking forward to your reply.
My dryer started making a "banging" noise. The technician showed up and immediatly charged me $79 for the diagnostic call. He then said "oh" and tightend 4 screws. He didn't even have to disasemble anything and he didn't ask if I wanted it repaired. He merely reaching in and tightend the 4 screws. Then charged me an additional $90 for bearing service.
A total cost of $169 to simply tighten 4 screws. I will NEVER use Sears Home services again.
I had a contract with Sears Service and there was a problem with the microwave motor. Sears Service sent an individual contractor, Terrance, from Everready, an independent contractor, that services on behalf of Sears Service. He was paid the $60 deductible back in February 2016 and said he did not have the part and needed to order this. He finally came back a month later with the part and the. dropped the microwave on the granite floor and broke all the glass on the microwave. I called the claims representative from Sears Service to report the incident who told me they have no record of anybody coming to my house to fix the microwave and were denying the claim. Additionally, they wrote me a letter about this as well. I called the guy from Ecerready who called Sears Service (Sedwig Insurance is the insurance company who denied the claim for Sears) and they reminded them that he was the independent contractor Sears Service hired to repair the microwave.
Terrance from Everready took full responsiblity for breaking the microwave. To this date Sears Service will still not take liability for this even though he was sent on their behalf. Therefore, I now how a microwave that cannot be used still and does not function.
I signed up for Sears Home Warrant Plan covering several of my kitchen appliances. I placed a service call for my dishwasher which quit working. The technician came out within 3 days. He explained that my dishwashe while an older model was the top of the line when it was new. Because of the age he did not know if the parts for the repair would be available. If the parts were available he would be back within 10 days to complete the repair.
The parts showed up at my house in the mail about 1 week later. I placed a call to the service center to see when the installation of the parts would be completed. The service person said they would have to check and would call me back by the following day. The next day I received a voice mail from the parts rtecovery department from the service center asking if I had parts that had not been used and to call them to arrange to return them. The next day I received a call from the service center stating they decided to replace the unit rather than fix it and I should give them a call to arrange th next step.
I aclled the service center and asked why would they send me the parts if they intended to replace the machine. The reply was the service tech, ordered the parts but an administrator made the decision to replace the machine and had no idea the parts were at my house as parts were not part of their department.
I was given amodel number and make of the unit they were going to deliver and install. I was told if I did not like the unit They would pay me approximately $390.00 towards another unit which I could purchase on my own. Of course if I went that route the delivery and installation would be my problem.
It was suggeste I make final measurements to assure the unit they were offering would fit. I measured the old unit and found it to be an inch shorter and that the new one would not fit in the same space without cutting into my counter. I gave this information to the service person and was told that she would look into a different model and someone would contact me in 24-48 hours.
I received a voice mail 48 hours later stating that they would not be responsible foe "custon Installations" and that they would just send me the dollar amount the y were discussing earlir.I was not happy with the abruptness of the message so I called the service centeronce again while browsing a variety of dishwashers on the Sears website.
I explained to the service person that dihwashers were between 32 1/2 inches to 35" tall at all retail sites includingSears. I explained that Sears was showing a number of dishwashers that would fit in the existing space(33" tall) with little or no difference in the price they were offering. I asked for someone to discuss the possibility of changing models. I was put on hold for 45 minutes and a recording came on stating they were having difficulties and I should call back later, Then the sysytem hung up om me.
I called nack again explained to the service person what had happened and that I wasnot happy. I expressed a desire to talk to a manager not another person who"understood why I ws upset". I was place on hold agin for another 10 minutes when another person aske how she could help me. I explained the entire situation and was told she has nothing to do with the person who put me on hold. I asked if she was a manager . Her reply was the managers went home over 2 hours ago and if I wante to talk to one I should call back in the morning.
Its now going on three weeks since my original call for service and I am no closer to getting this resolved. No one can tell me why I have the parts to fix the dishwasher at my house and why they do not want to fix the unit. Granted the disawasher I have is a number of years old but its able to be repaired . Yet they want to give next to nothin to put toward another machine which is of a lesser quality than what they would be replacing.
When I signed up for this program I was told the price given toward any replacement item would be $500.00. when Imentioned this to the Service person I was tol that was only for the initial service call when I originally signed up for the program. This was never pointed out and came somewhat as a suprise. One department to the other in this companytakes no responsibilty in getting to the bottom of my complaint. They to a person all claim to have no control or affiliation with who ever I talked to last .
I signed up with Sears Home Warranty in December 2015. I had a problem with my faucet. I called & asked if it was covered & was told it was. They gave me a number to call. I called several days & no one answered. Once someone answered & said I'm on a conference call & to call back. When I did, no one answered again. I called Sears back & was told a different service company would call on the following Tuesday. I called on a Thursday & thought they should call back sooneer but ok. Well, on Tuesday, no call, no message, nothing. I am very unhappy so I called to cancel & now was told that if I cancel within the first year that I have to pay for the first service call. I was Never told this. I never received a Welcome Package or contract, nothing. I feel this is very deceptive. I never was told because if I knew I wouldn't have enrolled. Why should I be penalized if I am unhappy with their service.
I arranged a service call with Sears Home Services to have my Samsung Inducation Range serviced for the left 2 burners did not work. Richard the technician came out and diagnosed the need to replace the inverter (297.00 part /401.75 dollars with labor_ which I pre paid up front with a credit card. A week later same service technician came out to replace that part and took the old part with him yet the stove top burners still did not work. So he then realized that when you replace the inverter you need to also replace the touhc assembly which he orders and I prepay another 140.00 dollars. After 2 weeks passed and I had never received that second part I attempted to call Richard (left message and he never called me back).
I then called Sears Home Services and they advised me that the part was no longer being made and they would issue a 40.00 refund for a 140.00 dollar charge that no one came out for. Thereafter I called them to request a full refund for everything since my range is in no better shape than when I originally set up the service call. Then they said they could only refund me if they removed that part again wherein a service technician came out and adivsed me that if he removed that part my whole stove top/range would not work because it was a core part. So I inquired about putting in the old part and that was not possible as the other service technician has sent it back to parts. So this service technician indicated he would advise sears to provide a full refund because that core part was essential to me having the basic function that range had before the service call.
After persistent phone call to the Sears Home Services solutions dept to check on the status of the refund....each time I get a different customer service person all initially helpful and assuring me that I will have a follow up call in the next 24-38 hours. This has never occurred. So I have kept calling each day and gain talking with a different person each time and each time having to repeat the whole scenaria/ wait on hold until they read through the notes and then on my last call they indicated they could not refund me for the first part /or service call unless they had the part. I explained that I am not in a position to purchase a new range and if they take that part I will have a non functional range. Then she proposed I use the $297.00 dollars toward the purchage of a new range (the total dollars that I am out is 541.75 ....). I said that was not acceptable and I would settle for no less than a full refund since the whole issue could have been avoided if the first service technician had ordered both parts together as he should have and we have known that this was not going to work.
To date I've had no feedback from Sears. I have contacted the BBB and advised my credit card people of the lack of support in getting any refund for services not rendered and parts not delivered. I don't know where to turn now.
Sears Home Services Reviews
On 06/15/2023 Technician Dean F signed me up for a Sears Appliance Service Contract #45260448 for $314.19 and an auto monthly deduction from my credit card account. I still need to fill up the credit card company form I received to finalize my dispute. The first Technician Dean came and fixed the Kenmore refrigerator in the garage. But to get the second refrigerator fixed in the kitchen, Sears refused to send its own technician, but sent me a non-Sears contractor. He came once and vacuumed the bottom front of the refrigerator in the kitchen. But nothing was fixed. The refrigerator runs constantly and freezes even if the food is not in the freezer. I've tried to reschedule, before the 45 days of the first repair was up, but Sears decided to charge me $100, even though I have a contract. Therefore, the contract is fraudulent. I went online and saw many lawsuits and complaints regarding the same issues I'm complaining about! In fact, Sears reviews are two stars! I'm requesting Sears to refund me the full amount of $314.19 and $100.00 fine. I must turn the refrigerator manually to stop it from freezing ALL my food!
They knew in advance that we had an over the stove microwave in need of repair. It was a Kenmore that prior to the breakdown had given us no problems. I wanted to keep it.
They sent a man with an injured arm who couldn't lift the microwave to properly identify the issue. Then he said he only had 30 minutes to look at the repair. Basically, his job was just to show up to justify the $250 payment.
It was going to cost me another $150 to bring in another man to assist the first one. They could have brought two men (or persons) and fixed it on the spot.
They should not be in business. I'll report them to the FTC, too.
Please see below notes and Sears Home Warranty File with additional information below “Sears Timeline".
1) Sears violated their Master Protection plan back in 2014 when they did not replace the washer that was covered under their warranty that we payed for. Instead, the technician requested $530.13 then $101.13??? Because we were overwhelmed with our 19 year old twins with I/DA and complex medical issues we failed to check the warranty. Please, by all means, check our records with Sears. According to the Sears Master Protection Agreement, it includes:
a) Worry-free coverage that includes unlimited service with no hidden cost fees or deductibles
b) Service Promise which includes “We’ll fix it on our first service visit”
c) Replacement Guarantee which includes “If we can’t fix it, we will deliver and install a new one”
2) Sears has failed to stand by their own warranty. Sears owes us $419.78 for the current Sears Master Protection Agreement, we want to cancel that plan. Sears owes us the $100 deductible that we should have never been charged in the first place as our previous Sears Master Protection Plan did not expire until June 23, 2023. We no longer want to do any business with Sears due to the ongoing communication issues, failure to deliver their promises per their Master Protection Agreement and because Sears Home and Appliances are no longer what they once used to be. On Tuesday July 4, 2023 we purchased a Speed Queen washer/dryer. It was delivered from Longenecker’s True Value in Manheim on Thursday, July 6, 2023. We paid $2753.88 which covered both washers/dryers that we spent at Sears in 2007 and 2014 combined. We will never buy another appliance from Sears again.
3) If Sears does not rectify this situation I will be sending all of this information to the following entities; the Better Business Bureau, the Federal Trade Commission and the Attorney General for PA.
Sears Timeline
June 23, 2020 - renewed Sears Master Protection Agreement for $393.99
October 26, 2020 - Repair appointment for Kenmore Dryer
December 31, 2020 - Repair appointment for same Kenmore Dryer
January 11, 2021 - Repair appointment for Kenmore dishwasher
January 12, 2021 - Dishwasher dish rack slide rail ordered
January 13, 2021 - Dishwasher dish rack slide rail shipped
January 22, 2021 - canceled February 2, 2021 repair appointment for dishwasher
February 2, 2021 - Repair appointment for Kenmore dishwasher
August 5, 2022 - Repair appointment for Kenmore washer
August 10, 2022 - Repair appointment for Kenmore dryer
December 1, 2022 - Repair appointment for Whirlpool microwave purchased via Sears Home Appliances
December 2, 2022 - Microwave parts ordered and shipped
December 9, 2022 - Sears is scheduled for microwave repair
December 9, 2022 - Sears rescheduled appointment to December 14, 2022 due to parts delay?
March 9, 2023 - Sears customer service talks us into a warranty by CINCH when we already have an existing Sears Master Protection Agreement in place? I was specifically told
by customer service that our Sears Master Protection Agreement would remain in place until the expiration date of June 23, 2023 then the Sears Home Warranty by Cinch would
go into effect.
March 10, 2023 - Repair appointment for Kenmore washer
June 20, 2023 - called Sears at 1-800-469-4663 to request repairs on Kenmore washer due to leaking, not emptying water, washer comes on byself with lid open and washer
literally sounds like a jet plane getting ready to take off. Kenmore washer is located on second floor of home so this poses many issues especially since we have 2 adults with
disabilities and complex medical issues. Customer service asks for credit card number for $100 deductible? Again, we were told that our Sears Master Protection Plan overrides
the Sears Home Warranty by Cinch until the expiration date of June 23, 2023. I had no choice but to give Sears my credit card number as I was told they would not send out a
technician. After the repair appointment was scheduled, I went on Cinch and cancelled that home warranty. I was refunded $55.31. I then renewed our Sears Master Protection
Agreement for $419.78 charged to our Visa ending in 0534.
June 20, 2023 - canceled Cinchh warranty (see file for notes and $55.31 refund)
June 20, 2023 - Renewed Sears Master Protection Agreement for $419.78 (See notes in file)
June 21, 2023 - I tried cancelling the scheduled repair online however it would not allow me to do so??
June 22, 2023 - Repair appointment for Kenmore washer. Technician explains that the parts are unavailable??? Technician explains that he will put a service repair order in for
The parts needed including but not limited to an interface. Technician told us that he would be out on the Thursday June 29, 2023. We did not hear from the technician. On
July 3, 2023 I once again called Sears to ask them what was going on? I was given the run around.
I was told to call the technician? I called the technician that evening and he had not heard back from Sears at that point. I was told that Sears did not have the parts needed for
The Kenmore washer in question?
July 7, 2023 - Surprise, Surprise, I get an email and a text from Sears telling me that the parts have shipped for the repair service.
I bought a Kenmore fridge from Sears in October 2022, with a 5-year protection plan at an additional cost of $470. It should be said that Sears was not my first choice, but unfortunately I had bad luck getting Home Depot and Best Buy to deliver.
About a month ago (June 11, 2023) a brief power outage caused my icemaker to start pouring out water and a strange dinging noise to emerge inside the fridge. On June 13, a Sears Home Services tech was sent out. They spent a total of 5 minutes here, where they simply checked the temperature of the fridge & freezer, looked inside the freezer and determined my icemaker was broken. They didn't move the fridge or check anything to diagnose the dinging noise. After saying they ordered a new icemaker that they would come back to install, I never heard from them again. The icemaker remained perpetually in "ordered" status with no estimate on when it would actually ship. I called Sears Home Services COUNTLESS times since then to get another tech to come back out and check the dinging noise, but they refused to send someone until the icemaker arrived. Then, when they determined they didn't even have a new icemaker to send (or know where to get it), they decided to "approve me for a new unit." Except, no one EVER communicated this to me. I learned all of this information through my many calls (and transfers) through the Sears Home Services organization. When I asked when I could expect the replacement fridge... crickets.
It's wild that I'm still under the manufacturer's warranty, but no one is in any rush to assist with diagnosing this noise that can potentially damage the fridge and cause food loss. I've since called to cancel the protection plan I purchased, and I'm hoping to receive a refund soon.
I purchased a Home Warranty for $ 49.95 a month under the impression that we would pay nothing else, and items in question would be replaced if the parts were not available. The outcome became that every time the “Sears Home Services” dispatches someone, and they come to the house for a diagnostic they charge you anywhere from $ 75 to $100. So, what are we paying for???? Besides the fact that they use outside contractors in my case A&E Factory Service.
On two different occasions, on top of the fee, we where charge a “Discounted price of $73.67” and today they wanted to charge me another $ 75.00 for the visit although they didn’t even have the parts to fix the appliance. I would have to wait another 3 weeks!!!!!
I have had many appointments with cancelations the day of or the day before. Whereby, I had to wait a whole day between 8:00 am & 5 PM for no call no show. When they call back to reschedule, they cannot find another appointment for weeks. What has happened to Sears? They used to be a reputable company. This is not customer service and has been a waste of time and money. I will not only request all my money back but will not use them ever again.
Sears Home Services dba A&E Factory Repair: Waited over a month for warranted repair for my lawn tractor. Despite numerous emails to remind me, and a narrowing of the expected time frame, no one showed. Phoned today to complain, and after entering my info got a voice messsage confirming an appointment on Jan 6, 2022, over a month away. I was not notified of the change. And I don't feel it reasonable to have to wait over 2 months for a warranty service that I paid for on a mower in regular use.
I feel that there is fraud involved when a company sells a service that they don't have the personnel t o provide. I now understand why there are no more Sears stores in our area. My husband and I have had Sears warranted mowers at this address for nearly 20 years and my in-laws for 40 years before that. We've always trusted Sears. I'm nearly 80 and remember my parents relying on Sears throughout my childhood. It's so sad to see the name of Sears (& Roebuck) going down the toilet.
Sears Home Services Sears We bought a Frigidaire refrigerator from the local Lakewood, store, when they were still open. We also paid for a long-term service agreement. When my fridge started making a loud grinding noise, I called . They told me that it would be about a month before they could get around to coming out to my home. They scheduled my "repair appointment" for about 30 days out. Yesterday, I was notified by email that my repair appointment was tomorrow.
Today I was notified that it was today, from 1-5 PM. In the meantime, the grinding noise was so loud that I paid for a local refrigerator repair person to come fix it. He did son and resolved the problem of the shrieking fridge for about $95. That was two weeks ago. We still wanted the repair guy to come out so the could check out the appliance and answer questions. I waited at home, starting at 1 PM.
At about 3 PM, I checked my email and found a notice that I needed to call to reschedule. When I called, I was given three options:
1.) The problem had resolved itself,
2.) That we had already had the problem repaired or
3.) that we could call in to reschedule. This is one month after the problem began. is absolutely the worst when it comes to customer service. is out of business in most locations, as far as I can see. Golden CO
Broken appliances, charged for parts that did not fix the issue. Second appliance warrantied and no call/show from repair. 7/2020 leaking dishwasher. Parts that were ordered did not fix the problem and was charged $206. After 6th repairman came out, it was finally fixed. They will not refund my $206, rather $77 and they need to come remove those parts, however, do not have the old parts to put back in. Bought warranty for $49.99/month. Called 2 weeks ago for broken oven. Company was supposed to come that Friday, I called Thursday to confirm and the guy told me he would be out on Saturday.
No show/no call. Texted him on Monday and her responded that he would call to confirm appt time. Nothing. Went Thanksgiving with no oven. Called company and was on phone for 2 hours, transferred to 6 different people. They were to find another company to fix oven. Today received email that they cannot find a company and that I should find a company and then ago through this whole process of getting reimbursed by Sears. I kept my end of the deal by paying monthly, and they have not helped. Its been a total inconvenience to me. I'm out $598 at this point. They do not stand by their promise and are not willing to work with customers.
I would have never bought the warranty if I knew that this was such poor service. And now they want me to find a company to repair my stove because they cannot. I have bought all my appliances from Sears. I've lived in my home for 20+ years and have had to buy 4 of each appliance so far except for fridge. Not sure if Sears still sells appliances, but I will never have anything to do with that company ever again. I cancelled my Warranty and had to call back again for my $75 refund for the oven deductible because noone ever came out. Turns out that the girl who cancelled never hit the cancelled button, so I would have been charged $49.99 a month still, even thought my account showed that I pain another $192. Had to wait on the phone once again and be transferred to yet another department to get my $75 refund.
Sears Home service Long wait times. Call center named Naashura laughed at our request to have someone out when the fridge stopped working altogether. Schedules appointments a month ahead. Technicians show up and refuse to fix the appliances.
Calling customer service back, they keep what you paid and won't send out another technician. paid $600 plus $45 per month, will not fix or replace anything. Reporting to the better business bureau.
I'm going to have windows replaced. Sears was quick to take my deposit and after one phone call i didn't hear from them for 3 months. The project idiots would not return nor accept my calls. only when i talked to their FL office i was told to do a formal cancellation. i was only able to do by email, Then i finally got a call. Their condencending attitude of their admittance of losing my order.
I demanded to talk to the boss for a resolution, i still won't get a call back. And, they cancelled my order. everything decision they made was without me in the loop. i am now stuck with a $2500 bill for nothing. a lawsuit is in the works. however, piss poor business with A-holes in charge. i will never buy anything from Sears again. I will get my vengence one way or another!!!!!!
I could really kick myself for giving Sears another chance! My daughter and I spent 4 hours on a Saturday night (until 10:30 p.m. actually) with a Sears salesman going through a Power Point about Sears traditions and ethics and then a protracted discussion about the price of different products. The salesman insisted on closing the sale that night or we otherwise would lose a 5% discount on the purchase of their product (I repeatedly asked to have until Monday to make decision but the Sears representative kept to insisting that I would lose the 5% discount).
There are a number of things with this transaction that are highly questionable in my mind.
- The sales meeting was filled with questionable statements about Kenmore units “actually” having a higher SEER rating than the “official” SEER rating from the manufacturer because of the their patented evaporator. I was dubious about these repeated efforts to inflate the Kenmore and Carrier SEER ratings throughout the sales process since I am pretty certain that the “official” SEER would have contemplated the “special” Sears evaporator.
- The salesman told us the installation would take 2 guys roughly 4 to 5 hours to do the installation at a cost of $2,500 (which is roughly equivalent to charging us $250/hour for the installation). I pointed out this cost per hour and the salesman simply stated that he never said the installation cost would be $250/hour.
- The salesman made what I believe to be inaccurate statements about the required thermostat for the Kenmore and Carrier AC units. For the Kenmore unit, the salesman insisted that we had to buy a $250 Sears thermostat since our third generation NEST wouldn’t work with their product (a quick Google search during the meeting dispelled that statement). For the Carrier unit, the salesman insisted that we had to buy a Carrier thermostat at $500/unit. The salesman later “clarified” that the manufacturer simply would not guarantee the SEER rating performance without these new thermostats.
- After telling the salesman that I found an American Standard dealer that priced their unit at $1,700 lower than the Sears “fair value” pricing, he provided 15% lower pricing on the base cost BUT eliminated approximately 8 to 10% in previously allowed discounts. The salesman eliminated a significant discount for paying cash, and the infamous 5% discount for making the decision 10:30 p.m. that fateful Saturday night. After additional questioning, the salesman indicated Sears would only allow the 15% discount if the price comparison was between Carrier units (I didn’t recall this condition being mentioned previously).
- The salesman seemed to “gloss over” the cancellation provisions in the mountain of contract documents, I noted a provision about $500 in earnest money that “may” be collected if the contract while signing/initialing the documents. I presumed that this “may” statement was intended to protect Sears from out of pocket costs before cancelling the order. The salesman’s manager made it clear this afternoon that “Sears management” “requires” the collection of this $500 for ALL cancelled orders after three days of signing the contract documents.
- The salesman originally promised to install the unit on the following Tuesday. I was particularly interested in a quick turnaround on the installation with my wife coming home from the hospital the following Monday. This promised installation date than became Friday after the salesman talked to his manager. Finally, the installation date became the following Tuesday because of screw up the salesman (whatever that was).
Sears quoted prices that were at the very top end of the price range for the Chicago area. Also, I was struck by the high pressure sales tactics, and the number of seemingly inaccurate statements.
This was the shower project from h__l! Can you imagine taking over five months and $5600 to replace an existing shower with a new unit. We are talking shower, not new bathroom or kitchen, just one simple shower. Sears Home Improvements promised a 1-3 day install that ran for over five months. It took three sets of contractors, three reorders of parts and literally scores of phone calls to the Sears Home Improvements Office in Charlotte to get the job done.
Two of the Sears techs measured incorrectly, and two others messed up the installation. My initial decisions to use Sears over local, much cheaper tradesmen was based on their 1-3 days for installation, and complete customer satisfaction guarantee. Forget the 1-3 days, it was over five months, with half of that time having the shower out of commission and unusable. As far as customer satisfaction is concerned, Sears didn't give a hoot about my concerns, frustrations or numerous requests to get information about the status of the project.
Oh, did I mention the black flies that came into my bathroom and house because the first set of installers failed to seal the drain leading to the septic tank. I don't know which was worse, the ineptness of the project installation people or the total lack of any pretense of keeping me in the loop during the endless delays. You would think Sears values their corporate reputation enough to at least keep the customers that have supported them for decades happy.
Sears used to be my go-to source for automotive repair, appliance service and repair, and numerous other consumer needs. This horrible experience has changed any thoughts I might have of purchasing anything from Sears in the future. Mid way through the project I started keeping a written journal detailing the project and difficulty I had in communicating with the people at the Sears Office. This "journal" currently consists of six pages of narrative. Sad but true.
I was shown a Home Depot bid for the exact same system I wanted to put in my home. Dave did all of the talking and produced the document which he said he has used many times on a price match.
I asked the Question, Why do I want to see someone else bid? Dave told me this is the price for the exact same System you are wanting. Dave wanted me to sign a contract that night, but didn't put any of his pricing in front of me. I told both men that I wanted to get Quotes from 3 or 4 more companies before I made a decision.
In my mind I was led to believe that the Dollar amout he showed me of Home Depot's Bid was the Dollar amount they were quoting me. After getting two quotes in Writing, and left with me to review, Sears had the best Price. When I called Dave to Schedule the install he told me I had to have a Quote from Home Depot or Lowes that they would match.
He said that they could only MATCH Home Depot or Lowes Quotes in My Name with my Address. Again why did he show me the Home Depot Quote on someone elses home system, exactly what I wanted, and I did ask, So this is the price for the System I want, and I understood his answer to be yes.
When I called Dave on the Phone, he told me well we only match a quote with your name and address. The Quote he showed me was just an example. I told Dave this was like a bait and switch and that I was misled by him because I was led to believe that the price he showed me was the price he Quoted me.
Dave told me that I mis understood and that he could only match the quotes I was given in writing by other providers?????????? Again why was I shown a Quote and Price for the exct same system, and then he tells me on the phone I MIS UNDERSTOOD.
This is the same Dave at the same time, that was trying to sell me GARAGE DOORS for a GARAGE I don't even have!!!!
In LateDecember I call Sears appliance repair to fix my LG Dishwasher. They didn't know how to fix them. My Dishwasher had an OE read out on the display meaning that it was not draining properly.
The first guy said it was the pump so he ordered a pump and came back two weeks later.
The second guy came and put in the pump and it didn't fix it. He said he broke the first pump removing it so he said the new pump was on the. He said he needed a new hose.
The hose came and then the first repairman came back. They sent a 1 inch long drain hose which of course was not the correct one. The correct one is grey not black and a few feet long. The 2nd repairman who was the first guy that came here said it was then the electronic board and so he ordered one and said he would come back in 2 weeks.
The board did not come in. So several weeks later when the board came in the 2nd repairman Lynn came with another guy (he said he was from south Korea) to work on my dishwasher. I was sitting in my dining room just off my kitchen. Lynn was working on the dishwasher and the other guy was talking and leaning up on my range which was katycorner from my dishwasher. Suddenly I heard a loud bang and he said something about my range. It became quiet. I was going to go over there right away but thought no it was probably nothing cause they would have said something to me. I didn't check it. The following night I found a large ding in the side of the slide in range where the paint had been knock off and it had to take something very heavy to dent it like that. So I called Sears home repairs and they immediately forwarded my call to a independent invenstigation company - Sedewick. I told him my story and sent him photos of the damage and picture of my kitchen. After he talked to the two repairmen he said there was nothing he could do that they both said they didn't do it and it wasn't damaged when they were there.
I wrote a complaint on Sears Facebook page and the guy contacted me reagardign the issue and after I replied I never heard from them again. I heard from him on the 15th of March and its now March 27th.
Other than having a video camera recording what went on I have no proof this happened.
They don't believe me and now I am left with a damaged appliance that was not on the repair list!
In 2001, Bil-Ray Homes, working as subcontractor for Sears Home Services Vinyl Siding division, sent their contractor/salesman, "CD", to my mother's home to take measurements for and evaluate the installation cost of vinyl siding for her duplex building. Upon inspection, he found an active carpenter-ant nest in the porch on one side, but assured my mother that he would "take care of it" and she believed him, duly signed papers, and was further assured that the installation had a lifetime warranty.
This was absolutely not true, as in the summer of 2014, well within that "lifetime warranty" period, the ramp leading to that porch FELL OFF THE HOUSE because those selfsame carpenter ants, the ones who were "taken care of", had multiplied, expanded, and eaten a third of the porch! The nest, rather than being removed and the location properly treated to prevent re-infestation, had simply been sealed up! The contractor we hired, having some experience in this area, took one look at the nest and determined it had easily been present for "at least" ten years, going by the extensive damage (photos available by request, already provided to Sears for all the good it did). At great personal expense, because SEARS refused to honor their warranty, invoking a never-before-mentioned supposed "statute of repose" involving the work (and to which, in several read-throughs of the paperwork, we found absolutely NO reference), she had to pay to have the ramp, the entire doorframe, part of the porch roof, and approximately 40 square feet of flooring and sheetrock replaced. This cost well over $7,000. She was on a fixed income and has since passed away.
All we got from Sears was a bunch of platitudes and meaningless statements, the equivalent of "oh well, too bad". Never mind that they hired an incompetent to do the evaluation and measurements. Never mind that his incompetence then cost a little old woman on a fixed income more than two-thirds of her savings. They refused to do anything at all for us because it was "too late by statute of repose". I'm calling out SEARS because they have no idea what true customer service means. Hopefully, this will help others who have been mistreated by this complete lack of decency and disclosure.
Been waiting since December 1st for someone to come back out and repair our dishwasher. A tech came out ordered the part and said we should have it for a week. A week goes by and no part had arrived! We started calling only to get transferred to person after person who barely spoke English. They were in the Philippines. The after a few days of being on the phone and told we would have the part we were told it was on back order from Samsung & That it would be another week. It took me 2 minutes to find the part from a company that would ship the same day and was a genuine Samsung product. We were told not to order that part it had to come from sears. Another week goes by and NO PART! We start calling being told it was still on backorder. In the meantime my mothers credit card was charged just over $300 for services we didn’t even get! She only authorized a little over $100 the original day the techcame out. So finally a tech shows up on a Monday to fix out dishwasher... WE STILL DIDNT HAVE THE PART! He went out to his truck & told us the part was ship that day it should be here in a few days! THAT WAS ANOTHER LIE. So after a few days of not receiving the part we start calling again. Once again the Philippines who barely spoke English. Then my mother was told it was still on back order! Why were we told it was shipped already, she asked? So now it’s been a month and still no part, no dishwasher over the holidays and still taken $300 of the money with no services!! Finally the part comes.... that was a week ago and still after being told today someone would be out, they called and said it wouldn’t be until Monday til a tech would come! meanwhile we were told after 30 days we were entitled to a new dishwasher. So she started calling again today... Only to be transferred to Florida, then the Philippines, Columbia South America and then she was hung up on.... This is the worst service and customer service I have ever experienced!After being a reputable company they are a joke and don’t care about its customers. Here it is January 4th and still no dishwasher. Can’t get any answers and only to be transferred around the world and passed off to the next illiterate customer rep!
Hired Sears to remodel our kitchen on 12/6/2017.Problems with EVERYTHING!
1) Time frame: we contracted with Sears on December 6, 2016. At the time, we were told it would take 4 to 6 weeks for COMPLETION of the kitchen remodel (which would have made it mid-January), with an absolute completion of no later than "the first week of February." We were not happy with this time frame to begin with as we wanted the kitchen done NOW, not weeks later. But since the cabinets did need to be made, we agreed to that time frame. However, the kitchen was not started until 14 WEEKS later, huge time frame difference!
And it was NEVER completed! We have issues that need to be fixed. 2) STRESS: My 71 year old mother (the one who wanted the kitchen done) and I both have medical conditions that require we avoid stress at all costs. We went to Sears for the remodel because we did not want the stress of a typical remodel as neither one of us is supposed to get stressed out.
Instead this has been an absolute nightmare, inducing migraines, blood pressure episodes and panic attacks! The delays and shoddy work were bad enough, but the fact that Sears negligence with the wiring of the dishwasher could have BURNED OUR HOUSE DOWN cause my mother and I to both have stress induced episodes! And it just keeps on going! 3) Communication: We were assured that we would be kept up to date with everything during the entire process.
That did not happen at all. When the 4 to 6 weeks came and went with no word from Sears, I had to call, repeatedly, trying to find out when the work would be done. Instead of getting answers, I got a whole lot of "we don't know." It was upsetting and infuriating! I wanted to cancel the work right then and there!
Instead I was assured time and again, that we would be given priority. Since it took 14 weeks for any work to be done, we obviously were NOT given priority! And it just got worse and worse! 4) Promises not kept: To add to the nightmare, there have been issues from the get go.
We told Sears about our $4000 water system up front and were assured by Jack Knight that it would not be an issue. Then it was an issue! They refused to put the system back in and after a lot of arguing they finally did put it back in. More stress!
We were told our uneven ceiling would not be an issue as the cabinets would be trimmed out to the ceiling. The cabinets were trimmed, however they are NOT trimmed to the ceiling, there is a large, awful looking gap between the ceiling and the top of the cabinets. When I objected, I got told Sears does not touch the ceiling and we would need to have someone else out to do something about the gap! We were told the paneling behind the old cabinets would be removed and new dry wall would be put up as the back splash would need the new drywall.
Nope. Paneling was left up and small sections of drywall were put up over the paneling (shoddy work). One of our outlets was covered by the new cabinets (should have been moved and we had been told it would be moved) and I had to remind the workmen they should have moved the outlet prior to installing the cabinets after they had already covered up the outlet! (more shoddy work).
We were told that Sears has their own work force and does not contract out to sub-contractors. Not so much, instead sub-contractors are who showed up to do the work. We were assured Sears would do all clean up. Nope, the kitchen sink and other debris were left for us to dispose of at additional expense.
They did however, throw out our DOOR BELL RECEIVER, which we now have to replace. The stove was left unplugged when the workmen left, a minor inconvenience but just another indication of the lack of attention our project got! 5) Additional ISSUES: Dishwasher wiring done incorrectly as to be a fire hazard! For 3 weeks the dishwasher was wired wrong and was a direct fire hazard.
Sears was notified immediately about the bad wiring job and made NO attempt to fix it. Instead I had to find an outside electrician to fix it. My mother had a panic attack when we discovered it could have burned our house down! Since she is recovering from having 3 strokes already, this was NOT good for her health!
Drywall work now needs to be done to fix what the electrician had to do to our walls in order to fix the dishwasher wiring. We have holes in our living room and utility room . The living room drywall was recently installed and painted so as not have any patches in it. Now I have to find someone to fix the holes and repaint the wall.
Again, Sears made zero effort to attend to this. Our kitchen floor has been trashed. There are several cuts in the linoleum floor that were not there when this whole mess started. The cuts appear to be from moving the appliances over the floor with nothing underneath them.
We will now need to redo our kitchen floor, which we hadn't planned to do for several more years as the floor was just done two years ago with brand new linoleum. Another expense we had not planned on. One of the reason we originally contacted Sears to do the kitchen remodel was because it is difficult to find anyone to do work in our area. Now due to Sears incompetence and negligence, I have to find someone else to do fix the problems Sears has left.
Thus adding even more stress to this already bad situation. I filed a complaint with the Attorney General of West Virginia. Whole mess was turned over to Richard Volny at Sears, he offered us a discount of $3060 for the cost of the electrician we had to pay to rewire the dishwasher and for the inconvenience and promised Sears would fix the other issues. On October 2, 2017 the District General Manager, Shawn Gallagher, came out to our house and saw what needed to be done himself.
Conclusion of this visit was that Sears would not fix anything or complete the work, but would discount enough off the contract so that we could have the work completed by someone else. Mr. Gallagher told me he would give Richard Volny the numbers for the discounts and have him send me the settlement agreement. You'd think this would be the end of it, but nope.
Mr. Volny sends the settlement offer with a 10 day window, while I'm in the hospital (which he knew about), although that settlement never showed up at my house so who knows. I got notified that a settlement offer had been made through the Attorney General's office. When I notified Mr.
Volny that I never got it, he was rather sarcastic but did send another copy to me by email.
Imagine my dismay and shock to see the "settlement" shows only the $3060 discount we'd already been given and absolutely NOTHING to cover all the work that still needs to done.I refused this insulting settlement.
I had a young man sitting at a vendor type table at a local store ask me if I would like a free estimate for any home improvement project I was considering in the future. I wanted an estimate for windows and my kitchen and said "sure". I gave him my contact information and received a call from a scheduling representative later that afternoon. Before I hung up, she had said that both myself and my spouse would need to be there to meet with the person coming out to give us an estimate. This rang a little warning bell in my head, but I figured that this is Sears they must have a decent enough reason. My appointment was set for 6 pm about 10 days later.
I had two salesmen show up to my home and thought that one was for the windows and one was for the kitchen. Oh No. They didn't even discuss my windows and went right to the kitchen. These two men were dressed in business attire and looked like they had never ever done any kind of home improvement work in their lives. That aside, they asked us what we were wanting to do and then started asking us what we liked and didn't like about our current kitchen. (We had torn out our old kitchen about a year ago after what was an innocent enough project to change out the flooring. After removing the flooring, we found there was some major issues that had to be dealt with and we were unable to salvage the old cabinets due to water damage that the previous owners had slapped a bandaid on long enough to sell the house. We had new flooring placed and had bought some lower cabinets from IKEA along with a new sink and faucet that were only about 6 months old. We did all of this ourselves, but given our work schedules currently, things were taking a long time to complete. We did not have upper cabinets or countertops. We had makeshift countertops of plywood covered with contact paper.) I told the salesmen that I liked my new cabinets (soft close shut and the hidden drawers), but he marked them as "neutral" on the survey he was filling out. They then proceeded to show us a slideshow on how Sears has been in business all these years and how they were #1 in the US for home improvement over the other home improvement stores in the nation. Funny enough, I didn't even know Sears did home improvement until seeing that vendor table and I've done many home improvement projects in the past.
Only after several more minutes of them pimping themselves out, did they show the samples of their cabinets, backsplashes and countertops. Now during that long presentation, they sat and and talked about how many choices they have, but in reality, they are pretty limited. For example, I really like my black cabinets, but all Sears has for black cabinets is one style (shaker) with only the one type of door for upper and lower. The backsplash samples are paper wall paper type material so you don't get a really good idea what they would actually look like. The countertop samples are only about 3"x3". I know that may be common in home improvement stores, but in some of the samples that have a lot of variation, a sample can look vastly different than the completed project.
The salesmen said they couldn't "use" my current porcelain apron sink and that I would need a different one. They do have apron sinks, but not double apron sinks and it was only 6 months old to begin with along with the faucet. They said it would be up to us then for a sink and faucet. So I "decided" on a "pearl" colored cabinet, a off-white subway tile backsplash, and a river rock countertop. I noticed at this time, it was now almost 9:30 pm (our appt had started at 6 pm) and was ready for these two to go so I could eat supper and get ready for bed since I had to be up at 0500 the next morning for work.
At this point with our current kitchen remodel taking forever, I thought this might be the way to go so that I could have my kitchen together by the 4th of July next year. It wasn't exactly what I had in mind for my completed kitchen, but it be an ok alternative. That's when they said they would get some figures together and came back with a figure of $23,000 for cabinets, a basic subway tile backsplash and quartz countertops. I know kitchen remodels are very expensive, but this seemed a little high for what we wanted. In the meantime, I had gone upstairs to get a few things done while my husband chit chatted with one salesmen while the other was outside. WHen I came back down, they started talking about various financing options.
My husband and I said they could run his credit to see what he could qualify for. It seemed like he signed a lot on their digital penpad for just a credit check. Mind you, we had not received any kind of print out or seen any list of what we would actually be getting by going through Sears. I started asking them about the sizes of cabinets they would be putting in and they started rattling off sizes that are much smaller than my current ones. (Ikea seems to have more "custom" sizes than what Sears seems to have). I told them I didn't want the smaller ones and wanted the size I have now. They said that with their corner cabinet, I couldn't have any other size. I also asked about what they were planning for over my kitchen window since there is not enough space between the window and ceiling for a cabinet and they said nothing.
I said they couldnt leave that area with nothing since it is a log wall. (We live in a log cabin with rounded log walls). That's when they said they would put in a valance. One of the salesmen went outside to make a call while my husband and I stepped aside and we both agreed that this is not for us since they weren't being upfornt with us. We all came back into the kitchen and they said my husband hadn't been approved for the credit through Sears but had been through another company, but at 24% interest. We said, "No thank you". That is when they wanted me to give my information to run my credit for the project. I looked at them and said, "no" and that "we're done".
So to sum up the story, kids...What I was expecting to take an hour and a half, took over 4 hours. This seems absurd to me. Two salesmen showed up to tagteam us on one of our two projects. They quote you a price, but don't actually tell you what you are buying or what sizes. You have no idea what the various items cost. To me, if a company is so great like they claimed, they wouldn't have to be selling themselves. You don't see Apple or Windows on the corner bragging about how great they are to get your sale. They let the product sell themselves. Sears doesn't actually do the work. They have a project coordinator and subcontract the work to other local companies. They don't have a lot of choices for cabinets, backsplashes, sinks, pulls, or faucets.
I flat out told the salesmen I didn't shop at Sears because it was outdated, very unorganized and inferior quality items compared to their competitors at the beginning of the appointment. Between this and how they run their "home improvement services" I don't see Sears staying in the running very long for much of anything. Even Craftsmen is no longer sold primarly at Sears.
First, let me say that we have no intent on ever doing business again with Sears or any of their holdings know to me such as Kmart. Second, if you choose to do business with Sears, make sure that every personal concern regarding the item or installation be in writing. My recommendation is that you have legal advice prior to signing any contract with Sears.
We chose to contract product and services from Sears based on a false belief that the company stood for customer service and quality. That Sears is a legend, a thing of the past which lives only in memories.
May 12, 2017 - Met with Bernie Lindell to discuss replacement exterior doors and adding 2 storm doors. He advised me that the doors will be custom made and that they will be ready for installation in 2-3 weeks per the contract. Contract was signed for doors, installation, and a discounted whole house warranty for a cost of almost $12,000. Bernie noted that the cost was justified in the fact that the doors would be made “exclusively” to fit my doorways. I should have heeded my apprehension when Bernie’s closing remarks where he asked if I was sure I would not cancel the order within the72 hours provided because he would have “wasted” time.
May 15 or 16, 2017 – My husband informed me that a person from Sears came to measure the doorways but he only measured two out of the (3) contracted for. The two doors that were measured were the side (kitchen) entrance and the front entrance. My husband insisted that he is supposed to measure all three entrances but was told that his instructions were to measure the two entrances.
May 24, 2017 & June 7, 2017 – I contacted the Richmond Sears Home Improvement office and spoke with Steve informing him of the discrepancy and the need to have the third entryway measured. Initially Steve also held that we have an order for two entrances. I referred him to the contract and the “additional instructions” where the remaining portion of the order was carelessly placed. Having lost all confidence in the process, I informed Steve that before they moved any further we wanted 2 things done: Send someone down to complete the measurements for the third door; and Mail or email us model information and pictures of the doors ordered so I can verify that there are no other errors.
Steve assured Sandra that someone will come to complete the measurements and he will email us with the representations of the doors ordered.
We did not hear from Sears beyond May 24, 2017. Eventually, we contracted with someone else to install doors and purchased doors ourselves.
July 12, 2017 - Just before the doors were to be installed by our new contractor, a representative of Sears, Carl, phoned informing us that that the doors were ready.
July 13, 2017 – I informed Carl of my last conversation with Sears regarding my instructions for confirmation of the products order before the process moved on and that it was not honored. Further, the contracted time for installation was long past. Carl would not acknowledge the errors repeatedly informing me that the conversation had not been documented. He reminded Sandra of the contract and gave a general apology for any inconvenience. He asked that we move beyond Sears mistakes and just schedule the installation of the doors.
Ultimately Carl suggested that we assume that Sears did what they were supposed to do and that we should start there. I pointed out that he was suggesting that we are being dishonest (lying) to which he immediately denied. This added insult to injury.
I became emotional and asked what is he suggesting. Carl said they could take off $500 for our trouble. My husband followed up with Carl on the same day and informed him that we would not be doing business with Sears in the future so they could remove the whole house warranty to which he agreed.
Feeling beaten, we cancelled the private contractor and the purchase of the new doors.
A day prior to the scheduled delivery, we received an addendum in the mail requesting out signature as “final offer”. The addendum correctly removed the whole house warranty from the contract but instead of the $500 discount to the price we were given a $500-dollar credit. Why would we want a credit from this company which we will not do business with in the future and that we will be paying finance charges on. In effect, we were not given any consideration for our troubles other than how to deceive us. We decided that it was time to contact legal help and we turned the installers away considering the new documents.
Ultimately, we wanted to reject the entire project on principle because of their dishonesty but our attorney assured us that Sears is use to winning battles against customers and our efforts towards justice would fail.
We bought a Kenmore Elite refrigerator in April 2016. It comes with a year warranty, but in June/July 2017, the fridge went out. We were told to avoid LG, so we though we were safe buying a Kenmore. The first repair person we called refuses to work on these refrigerators because he says they go out every year and he does not like customers becoming angry with him, thinking he didn't repair it properly. After having a different private repair technician come check it out, he said the compressor that was out is made by LG and is known to have problems. When we called Sears to order the part, which is still covered by warranty, they said we had to use Sears for repair in order to receive the bad parts and for it to be covered.
The first Sears repair guy could not tell us if it was indeed covered by warranty, and it could possibly cost us around $1K if it wasn't covered. We sent him away and Sears told us we'd have to pay again for another Sears repair man to come (even though they had already diagnosed the problem) if we wanted the part covered under warrantly. After hours on the phone, we got them to send someone out for free. He identified the problem (again) and ordered the parts. After not receiving the parts in the time promised, we again called and they said the parts were back-ordered and would be in by August 31. We had been without a fridge for at least 6 weeks by then. At least 2 months later, we still have not received the parts and are getting conflicting information about whether the parts will arrive or not. We have spent at least a total of 7 hours on the phone with Sears, keep getting the run-around switched from department to department, promised a call back from the local repair department four times now with no return call, and still have no resolution. We are hoping we don't have to hire a lawyer, but nothing else has resulted in a working refrigerator.
Everyone be very careful when responding to an email for SEARS HOME SERVICES carpet cleaning!!! They did not meet the scheduled appointment hours because the customer service rep forgot to save the appointment The second appointment for late in the day brought a broken machine They advertise for 3 rooms and a hallway for $99.00 and when they finally arrived with the broken machine they insist it was $149.00 The most horrible manager in ft lauderdale Jose was nasty and unhelpful We are so surprised at Sears and we just want everyone to know to beware and to share this post
I was a subcontractor for SEARS in San Diego and Los Angeles installing heating and air-conditioning systems , I take great pride in my work and treat the customers with respect . I'm growing my business. And decided to expand and try to do SEARS in Los Angeles as well the first couple of jobs I got were sized incorrectly. Pictures that I receive and emails or wrong the sales contracts are wrong they sell these customers stuff and expect the subcontractors to make miracles happen in and if it doesn't work it's on our shoulders even though the salesman or project managers typically don't have air conditioning experience . I went and did a change out for Sears and West Covina The customer pointed us in the direction of their downstairs heating and air-conditioning system that was to be replaced the SEARS sales contract that I have and the scope of work all say use existing ductwork use existing electrical and they provide pictures of the current system downstairs just like they do in every other job I've done for SEARS for the past two years. once we change the system out Sears called me a few days later saying we were supposed to leave that system and add a new system upstairs it was to be a cut in not to change out. My responses all the information that you gave me states replacement use existing ducting use existing electrical and you provided me with pictures of the downstairs system why would any of this be relevant if it was going to be a brand-new system upstairs there would not be existing anything . even in my scope of work or pay scale they weren't paying me to do platform, electrical cutting in any vents. And instead of paying me for the work that I did because they made a mistake they pass the buck and blame it on me saying I did it wrong even though all of their information and even the sales contract states change out not cut in. I've called multiple people and SEARS to try and get this resolved but now it's reflecting on other jobs I did they think I'm a dishonest person it won't give me the time a day because Beth who has no experience covered her butt and blamed it on me that is dishonest and not fair. so now Sears owes me on multiple jobs because they're not paying me and they say it's because I owe them now, it is not fair that they get to not pay you based on their misinformation and they won't let you talk to them or give you a call back SEARS is not answering the phone and the Poniu off trying to make small companies go out of business by bullying them around. I'm sure this doesn't reflect SEARS as a corporation just to San Diego and Los Angeles branches. They literally told me they don't know what they're doing they don't know air-conditioning and they are trying to decipher my trade when they are salesman who just moved up in the company
I contracted Sears to replace my roof. They were considerably higher but were to replace all rotted wood and fascia. HERO program assured me that Sears always followed through on issues. WRONG! Regan roofing was subcontractor.
They started tear off March 3, 2016. I had questioned the time before starting, as we were expecting heavy rain that weekend, and they would not be done. They assured me that the roof would be watertight. Well Sunday morning March 6, water was pouring in roof of pantry. They had left the gutters completely clogged with roof debris, it overflowed into the room. I called Regans super, their owner brought me a blower. All the shelfs were ruined, the pots/pans, appliances were filthy, light globe so full of water it looked like a fish tank. After numerous calls in that week, Sears sent someone over and they helped me get the remnants out of there. Luckily I own a large dehumidifier, so I had no mold issues. Sears finally sent someone weeks late to tear out drywall and insulation, were GOING to fix it. The room is only 5' x 13', so not a big job.
I paid extra $3000 to have the entire low slope area decked with ply, as this was where leak started. When I came home roof was only covered with 1st layer barrier and obvious that decking had not been done. I asked why and was told I didn't need it. I contacted Sears and stated that I wanted that credited, they agreed. I have never yet seen anything from Sears stating that I would be credited. I also researched Owens Corning roofing products. They state that the low slope membrane should only be installed on decking. My roof is 1" x 6" slats. This was wrong product for my roof without decking it first!
This was the 2nd project manager, Keith Burns, from Sears, as the first, Jason Ford did nothing then apparently transferred. Keith was supposed to be the manage. I was told numerous times they were going to repalce the rotted fascia. They did replace on main house, but the worst on guest house was left! Then afetr more time, they had replaced the guest house as well. They did not replace the rotted 2" x 10" fascia on 2 nd floor, though. Came back and replaced 1 corner, not mitered or toenailed, affixed at 2 points only, (Code is 3). Drip edge was bent and mangled, they dropped a board on my incoming water pipe, which started spraying, then left. I came home to find it and had to shut water off and go get parts to repair. They had also installed the drip edge flush with the fascia, and I can not get gutters under it. I had gutter there and had told them I was going to install vinyl gutter once done, and had approved them to tear off old gutter.
In the meantime a sink was plugged in the guest house. When augering down the vent, it poked a hole in drywall. They had stuffed the vent extension through roof jack, but not to the pipe! My neighbor had overheard them say " Did you put roof vent back on" The answer was "Why, nobody is here to see it."
Repeated contact with Keith was to no avail, then Robert Hill became the project manager. A 3rd party inspector came out with a roofer. They also had not installed enough vents, and installed up high instead of low. There is also now obvious buckles in the wood underneath the low slope area that I paid to be decked, and that was to be replaced if bad. Since this is where leak started, I am betting its rotted and was never replaced. They were in a great hurry to cover it, now I know why. Robert Hill told me a few weeks ago that thet were going to fix the bad fascia, repair the roof where buckled, reinstall the drip edge, add vents in proper location, etc., etc. Now Robert Hill is gone and I have to start over again. I complained to HERO numerous times. They contacted Sears legal. They had a 3rd party claims company, Sedgewick, send papers to Regan Roofings insurance for the water damages claims. I now am supposed to work with their insurance company to fix the damage. I hired SEARS, not Regan. A mistake on both.
Now a new legal rep has contacted me wanting me to re-iterate everything. This has all been sent by email to all parties. pictures were attached. I told her that Robert was handling it, talk to him, but he is now gone. This has been a 9 month nightmare.
The only positive is that its Hero financing, and they have not been paid. I am ready to hire a GOOD roofer, rip it all off and redo it right. There is so much more, this is a summary of issues. How long do I have to wait for Sears to step up. Maybe I should go get hired there, so I can get it fixed right.
I called upon Sears Duct Cleaning of Memphis to come clean out our clogged dryer vent in November of 2016.
They came out while my wife was home, and could not locate the vent exit on the exterior of our house (it is on the roof).
So, they stuck a vacuum into the wall at the dryer end of the vent, fiddled around for a few minutes, and called it a day.
Lo and behold, my dryer is still overheating, and still has the "Vent Sensor" warning flashing.
Frustrated, I had a friend come over with a ladder and we checked the roof end of the vent. It was packed completely full of dust and lint still. It had not been cleaned AT ALL.
I inquired about a refund, waited weeks for a response, only to discover that Sears Services "guarantee" is null and void if any subsequent cleaning has been performed. They honestly expected us to not dry any clothes for weeks while we waited for them to get around to returning our call.
I am out $150. Consumer beware of these lazy con artists.
The refrigerator we bought from Sears went out, my wife called Sears Appliance Repair to have it fixed. They gave us a one week appointmint, the repair person said it was a comprssor they ordered the compressor. The they gave me another appointment and another repair person came out to install the compresssor. The old compressor was still keeping the refrigerator cool, the repair person did not check if the right compressor was sent. The repair person pulled out the compressor and the said they sent the wrong compressor. They reordered the compressor and madehey and appointment with me to come back on 21 Nov. between 8 and 12. On the 21 Nov I did not get a call that they would be coming. I called the Sears service department and was told my appointment has been changed to 22 Nov with out calling us and asking if that would work for us. The person i was speaking with asked if the parts arrived I told the it did the past week, then they said i was supose to call them and let them know the parts arrive. When the first repair person ordered the parts they did not tell me to call when the parts come in, and when the second repair person ordered the parts the did not tell me to call it in they tract the parts. Now it is over three weeks all the food in my freezer is gone and we just went to the store before the refrigerator went out. They made the mistake ordering the wrong parts they should have put my repair to the top of the list instad they put some one ahead of me and changed my appointment with out asking us tis is worst service i received from Sears in all the years I have delt with them.
The refrigerator we bought from Sears went out, my wife called Sears Appliance Repair to have it fixed. They gave us a one week appointmint, the repair person said it was a comprssor they ordered the compressor. The they gave me another appointment and another repair person came out to install the compresssor. The old compressor was still keeping the refrigerator cool, the repair person did not check if the right compressor was sent. The repair person pulled out the compressor and the said they sent the wrong compressor. They reordered the compressor and madehey and appointment with me to come back on 21 Nov. between 8 and 12. On the 21 Nov I did not get a call that they would be coming. I called the Sears service department and was told my appointment has been changed to 22 Nov with out calling us and asking if that would work for us. The person i was speaking with asked if the parts arrived I told the it did the past week, then they said i was supose to call them and let them know the parts arrive. When the first repair person ordered the parts they did not tell me to call when the parts come in, and when the second repair person ordered the parts the did not tell me to call it in they tract the parts. Now it is over three weeks all the food in my freezer is gone and we just went to the store before the refrigerator went out. They made the mistake ordering the wrong parts they should have put my repair to the top of the list instad they put some one ahead of me and changed my appointment with out asking us tis is worst service i received from Sears in all the years I have delt with them.
Sear Air duct cleaning service is no longer the same as it is 2 years ago when I have the first service performed. It is not as it is advertised on their current web site, that you get what you ordered to do. I have scheduled this weekend for and Air duct cleaning from Sear web site for 18 vents to be clean for $179.95+$15 trip charge, which come to total of $194.95. When the service guy came and looked around, told me that he is new never done one on the oil furnace so someone else will come for it later. As I understand and have this done 2 year ago, air Duct cleaning have nothing to do with what kind of furnace you have. I call the service department to find out why and I was told that they have to do a so call whole system cleaning rather than what I ordered (and some nonsense about Guarantee), and that will cost me some where $450 or more for it. I tried to call back to the service department and demand to talk to the manager and was intentionally put on hold indefinite that I have to hang up in the end. It is classic kind of respond and tell me how low their service has become. So I did not go through with the service. I believe I have no choice on the issue other than not take on the service they offer. But I believe this is unprofessional and unethical route that Sear is becoming that are so prominent in this cleaning service industry. So I like to take this opportunity to warn other consumer on Sear practice, that you being con for your hard earn dollar, it is not what it advertise on their site. it is completely fraud in my opinion.
I purchased this unit in July 2015, and starting having issues approx 30 days after the installation.
My sales person Mike Mortensen, said that he would set me up with the best installation team and they would help with any service related matters, well it toll me many phone calls and a couple of text messages to get Mike to respond, and all he did was refer me to a 1-800 number.
Well after many calls I got ahold of Danny Nappier with Sears Homepro, and he sent out John Powers a subcontractor and owner of Statewide AC, who was very nice and his son was nice as well.
They installed a new thermostat due to the fact that the one they installed originally was not showing accurate temperatures.
Needless to say, after that things just went downhill, with the main issue being, I would set the thermostat at 71 degrees and my temperature in the game room and my bedfoom would range from 69 - 77 degrees, this is a 8 degree range of temperature in the same room and this would occur many times during the day.
I would check my external thermometer many times during the day, it over the course of a few hours the temp would go from as high as 77 and as low as 69, and this is not normal.
After many more emails, phone calls and I even sent them a excel spreadsheet where I kept a log of th range of temperatures over the course of 30 -45 days, they finally came back out and installed a remote sensor on the ceiling of my bedroom
You guessed it, this did not change anything, as an example just last night I set the temp to 71, before going to sleep my external thermometer was reading 71, then when I woke up at 11:30 pm it was reading 77, then when I woke up at 5:30 am to get up the temp was back to 71.
This is not normal for the temperature to range 6-8 degrees in the same room, many times during the night or during the day, really it should not range that much at all at any given time.
After many more emails and phone calls, one call where Danny Nappier hung up on me because he got mad, I received a letter from Charles Fernandez where he specically says, " We write you in regards to the outstanding HVAC issues we have ATTEMPTED to resolve for you." Key word is "atempted" and not "resolved",
Basically he is saying the are not going to come back out and get the system right, yes it was installed, but is not running like an AC unit should run.
Also received an email from George Glover and I quote " i spoke with my boss he said, "That we can not control the temp of every section of your home, he will be sending a do no more letter to you."
This validates the fact that they guys will NOT work to resolve the problem to make sure that the $8,500 unit they installed is working properly, but think they can send a DO MORE LETTER out and no longer be accountable to make sure their product is working properly.
If you are ever thinking about using Sears Homepro in Houston, TX @ 10055 Regal Row Suite 160, Houston, TX 77040, do NOT do it, because they are not trustworthy to complete the job to ensure that your investment is running 100% correctly, they will just send you a letter telling you that they will not service you any longer
Sears Home Services was found in the Warsaw, VA yellow pages under APPLIANCES-MAJOR-REPAIR. I called 877-587-1992 for a serviceman to come to our house to put a new belt on our Kenmore dryer. The serviceman made the repair, gave me a bill, and he was immediately paid $162.57 with a check on August 4, 2016.
Then, I received a bill for $162.57 from the National Claims Center. My wife found the original check, after the rain, in the driveway gravel, where it was dropped by the serviceman. We had the phone number for the service and I called the number three times to tell him he had dropped the check in the driveway.
The National Claims Center Invoice date was 9/6/2016. The National Claims Center bill was post marked on September 8, 2016 , but requesting payment by September 6, 2016 "to avoid late charges". I did not receive the bill until after September 8, 2016, so it is impossible to pay the bill by September 6, 2016.
I quote exactly the the following from the preprinted invoice form:
"THIS LETTER IS AN ATTEMPT TO COLLECT A DEBT. ANY INFORMATOIN THAT YOU PROVIDE TO US WILL BE USED FOR THAT PURPOSE."
Notice the misspelling of the word, INFORMATOIN. And, what is "attempt" to collect a debt mean? I called billing at the company and I asked why they didn't simply sent their own bill, and they said they always bill through the National Claims Center.
I read other complaints about this company about double billing.
What's quoted online is not accurate price. Additional fees will be added which is outrageous. They did arrived on time. Tech tried to get me to pay him side money to do extra work without reporting to Sears. Then convinced me to do ac coil cleaning and I originally called just for air ducts. I agreed to service since house was old and never done. Tech turned off ac and last one to mess with unit. Next day water was leaking. I called him back and he did comedy later. He couldn't figure out why it was leaking. At that time his manager did what he could to help. A few days later I called spoke to his manager to only be charged for air ducts not ac coils. He originally agreed to refund. Now they refused to return money and wrote letter to my credit card I never called. I have phone log showing I called over 5 times. Manager got rude screamed and yelled. Be aware company will not honor statisation guaranteed. I called within 30 days.
To whom it may concern Sears Home services SHS HW Program in NY has given me a runaround that cost thousands of dollars all over a water heater. My policy number is 93335986 and claim # 92643143. The company handling the claim is Cross Country Home Services. They hired a company that's not even licensed in my town to install a Gas Water Heater this was Wednesday 09/07/2016 and have me wait for them to ship to NY while the water heater is not even shut off.The water is running all over my finished den causing thousands of dollars in damage. I don't believe Cross Country should be licensed to sell warranties in the State Of NY using the name of Sears written all over there brochures and contracts. I will be looking into that. Every one I have spoken to either don't speak English very well or is not understanding what this is costing Sears for Carpet, furniture water heater. Now on 09/15/2016 they said they will have someone else come look at it. Cross Country dba as Sears Holdings would have to ship another water heater. This will take another week. Go figure. You cannot even make this up. I will never use Sears again and I will report to all agencies DFS, DCA, and licensing bureau's throughout NYS. What happened to Sears ???
On July 12, 2016, I dropped off my vacuum for a simple repair. My vacuum had been in for this repair several times and it seems that Sears has a hard time getting someone who knows what they are doing. I have an extended warrantee on the vacuum. On August 5th, I picked up my vacuum from the repair department. When I open the box to check to see if my vacuum was correctly repaired, I found my vacuum to be cracked, scratched and gouges taken out of the canister. The repair service suggested that I call the number located on my receipt. I was informed that this issue had nothing to do with them. Repair insisted that this was a transit problem.
A stranger helped me get my vacuum into my car, with no offer of help from service repair. I called the number listed on the receipt from the parking lot. I was informed that this was not a transit problem and that I should bring the vacuum back to sears repair.
Sears repair was confused and made me wait while they called the same number I did. Once they realized that I was telling the truth, they had me fill out paperwork for the vacuum so they could send it out.
After a ten day wait with no call from sears, I called the number located on the receipt again to check the status of my vacuum. Nobody knew what happened to it and the women on the phone sent in a report to locate my vacuum. I was told that I would receive a call in 24 hours with an update. I never received a call.
I phoned sears again and was informed that my vacuum was repaired and I could pick it up on Friday, August 19th. I went to pick up my vacuum today Wednesday August 24th, only to be told that my vacuum had not been returned and they were not sure of its status.
I went home and again called the number on my receipt. When I finally got someone on the line, I was informed that I had reached appliance repair and she did not have the ability to transfer me to the correct department and did not know the number. I was told to call back and to tell the automated answer machine that I wanted service pick up and that in doing so it should get me to the correct department.
I called then again and after a very long wait, the women on the phone told me that my vacuum should arrive by tomorrow the 25th of August. I was told that I need to wait to get a call from repair before I go to pick up. I will be calling the repair service tomorrow. I am done waiting.
With little to no confidence, I will wait until tomorrow to see if my vacuum arrives. I have no intention of purchasing another Sears appliance again due to this.
SEAR hOME WARRANTY IS A BIG RIP OFF. My hot water heater caught fire and melted around a heating element. I called Sear to make appointment to get the HWH repaired/ replaced. We have the best whole house plan they offer for $54.99 a month. It takes several days to show up. The plumber looks at the HWh and then starts to leave. I asked when he intended to replace the HWH. He reply was several days and Sears had to review the claim.
I called Sears and stated that waiting a week to replace a simple HWH was unacceptable. The supervisor told me I could hire a licensed plumber and have the unit replaced and submit the invoice for payment. So we did in order to get hot water. We submitted th eclaim and after 2 months and quite a few phone calls, Sears denied the claim. They refused to even pay just for the HWH. So now I am out $25 for the HWH and $350 for the plumber after I did what they told me to do.
SEAR HOME WARRANTY IS A BIG RIP OFF. They only do what they makes them money. Now get this, they would not close my account until I made two more monthly payments for $54.99 a month. I am waitng until next month when the payments stop. They say if you get anything repaired you must keep paying until you pay for the repair. They are loan sharks, not a home warranty. It's a real shake down system they operate with your money. Once you get in you can't get out unitl they tell you.
SEARS IS A RIP OFF- they steal your money and do do the work!
I have a Sears Master Protection Plan on all of my appliance and I pay every year or two to keep them active. I contacted Sears Home Service on 6/30/16 as my refrigerator door fell off! In doing so the hinge looks like it melted off when it broke and it took the shelving units inside with it. The screws were pulled right out of the inside of the frige walls and the veggie bins came out as well. I am holding the door on with a heavy cabinet against it. I was told serviceman could not come out till the following week 7/5/16.
Serviceman said, old frige hard to get parts for especially as many as needed incuding repairs to ice maker leaking water and freezer bins. He called in to request help looking for parts and told me it would be 3 days before I heard back from Sears. I called back in to the Escalation department on 7/7/16 to ask about parts and was told "Sears had 10 days" to look for parts not 3. Then they had another 10 days to get parts and set up a serviceman to come out. She also said the only part service person looking for was door the other parts weren't llisted. We heard the repairman tell them all the parts so are they again stalling?? I told her not acceptable now the freezer was leaking water as everything defrosting loosing food and family couldn't go with a fridge for 30 days. She went to her supervisor came back and said he was no help said, I had to wait the time limit to see if the parts could be found. I am now looking at waiting 26 days to get my frige repaired and thats IF THEY can find the parts.
Master Protection plan states replacement of appliance if they can't fix it doesn't say I need to have my family wait 30 days or more while they decide to cover the warranty or not! I am spending alot of time dealing with different departments at sears, taking off work to meet service person and writing up Consumer Affair, BBB, and other reports to make sure others don't turn over their hard earned money for an agreement Sears doesn't back.
DO NOT PURCHASE SERVICE PLANS from Sears Home Services they don't back them up and they take you through the mud while they think about whether they will warranty the appliance. I wish I could sue them for breach of contract and my lost time at work.
I called Sears for an advertised $129 deep clean carpet cleaning (up to 4 rooms and a free hall). When they came to do 2 rooms, 2 halls and stairs, Sears wanted $389. They could do the work without one of the "additional services" for $300. When I asked why not do the coupon advertised service for $129, Sears replied, "Oh no, the basic cleaning service will not do the work that we see!" This is the old line of bait and swiitch tacticians. I told Sears it was too much money and I was unwilling to let them clean. They left, and I'm filing this report to let other would be customers know that the coupons sent in the mail are bogus.
We purchased a Samsung flat screen TV on 04/15/15. This TV does not work properly. If you turn it on you only get sound and no picture. You have to start pushing different buttons to get the picture to come on. On occasion we will be watchiing the TV and the picture will go out and turn black. Starting November 27, 2015 we had a repair man fix the TV three times and each time the repair ony lasted a short period of time. The company said we would have to have it repaired 4 times before they would replace it. Now they are telling us they do not have anyone to come out and repair it for the 4th time so they will not replace it. We have called at least 14 times since 02/16/16 and they always say they will call back but never do. We have kept a list of the people we have called and the dates. They have sent us in all dfferrent directions to master agreements and several protection agreements. We have their phone numbers also. We paid $4439.99 for our warranty good (Ha) until 04/21/20. We do not know where to turn to get help with this problem and were hoping you may have better luck getting result then we are having. We would certainly appreciate your assistance dealing with these people. It is not right to treat customers like this. Thank you so very much for your assistance. We are looking forward to your reply.
My dryer started making a "banging" noise. The technician showed up and immediatly charged me $79 for the diagnostic call. He then said "oh" and tightend 4 screws. He didn't even have to disasemble anything and he didn't ask if I wanted it repaired. He merely reaching in and tightend the 4 screws. Then charged me an additional $90 for bearing service.
A total cost of $169 to simply tighten 4 screws. I will NEVER use Sears Home services again.
I had a contract with Sears Service and there was a problem with the microwave motor. Sears Service sent an individual contractor, Terrance, from Everready, an independent contractor, that services on behalf of Sears Service. He was paid the $60 deductible back in February 2016 and said he did not have the part and needed to order this. He finally came back a month later with the part and the. dropped the microwave on the granite floor and broke all the glass on the microwave. I called the claims representative from Sears Service to report the incident who told me they have no record of anybody coming to my house to fix the microwave and were denying the claim. Additionally, they wrote me a letter about this as well. I called the guy from Ecerready who called Sears Service (Sedwig Insurance is the insurance company who denied the claim for Sears) and they reminded them that he was the independent contractor Sears Service hired to repair the microwave.
Terrance from Everready took full responsiblity for breaking the microwave. To this date Sears Service will still not take liability for this even though he was sent on their behalf. Therefore, I now how a microwave that cannot be used still and does not function.
I signed up for Sears Home Warrant Plan covering several of my kitchen appliances. I placed a service call for my dishwasher which quit working. The technician came out within 3 days. He explained that my dishwashe while an older model was the top of the line when it was new. Because of the age he did not know if the parts for the repair would be available. If the parts were available he would be back within 10 days to complete the repair.
The parts showed up at my house in the mail about 1 week later. I placed a call to the service center to see when the installation of the parts would be completed. The service person said they would have to check and would call me back by the following day. The next day I received a voice mail from the parts rtecovery department from the service center asking if I had parts that had not been used and to call them to arrange to return them. The next day I received a call from the service center stating they decided to replace the unit rather than fix it and I should give them a call to arrange th next step.
I aclled the service center and asked why would they send me the parts if they intended to replace the machine. The reply was the service tech, ordered the parts but an administrator made the decision to replace the machine and had no idea the parts were at my house as parts were not part of their department.
I was given amodel number and make of the unit they were going to deliver and install. I was told if I did not like the unit They would pay me approximately $390.00 towards another unit which I could purchase on my own. Of course if I went that route the delivery and installation would be my problem.
It was suggeste I make final measurements to assure the unit they were offering would fit. I measured the old unit and found it to be an inch shorter and that the new one would not fit in the same space without cutting into my counter. I gave this information to the service person and was told that she would look into a different model and someone would contact me in 24-48 hours.
I received a voice mail 48 hours later stating that they would not be responsible foe "custon Installations" and that they would just send me the dollar amount the y were discussing earlir.I was not happy with the abruptness of the message so I called the service centeronce again while browsing a variety of dishwashers on the Sears website.
I explained to the service person that dihwashers were between 32 1/2 inches to 35" tall at all retail sites includingSears. I explained that Sears was showing a number of dishwashers that would fit in the existing space(33" tall) with little or no difference in the price they were offering. I asked for someone to discuss the possibility of changing models. I was put on hold for 45 minutes and a recording came on stating they were having difficulties and I should call back later, Then the sysytem hung up om me.
I called nack again explained to the service person what had happened and that I wasnot happy. I expressed a desire to talk to a manager not another person who"understood why I ws upset". I was place on hold agin for another 10 minutes when another person aske how she could help me. I explained the entire situation and was told she has nothing to do with the person who put me on hold. I asked if she was a manager . Her reply was the managers went home over 2 hours ago and if I wante to talk to one I should call back in the morning.
Its now going on three weeks since my original call for service and I am no closer to getting this resolved. No one can tell me why I have the parts to fix the dishwasher at my house and why they do not want to fix the unit. Granted the disawasher I have is a number of years old but its able to be repaired . Yet they want to give next to nothin to put toward another machine which is of a lesser quality than what they would be replacing.
When I signed up for this program I was told the price given toward any replacement item would be $500.00. when Imentioned this to the Service person I was tol that was only for the initial service call when I originally signed up for the program. This was never pointed out and came somewhat as a suprise. One department to the other in this companytakes no responsibilty in getting to the bottom of my complaint. They to a person all claim to have no control or affiliation with who ever I talked to last .
I signed up with Sears Home Warranty in December 2015. I had a problem with my faucet. I called & asked if it was covered & was told it was. They gave me a number to call. I called several days & no one answered. Once someone answered & said I'm on a conference call & to call back. When I did, no one answered again. I called Sears back & was told a different service company would call on the following Tuesday. I called on a Thursday & thought they should call back sooneer but ok. Well, on Tuesday, no call, no message, nothing. I am very unhappy so I called to cancel & now was told that if I cancel within the first year that I have to pay for the first service call. I was Never told this. I never received a Welcome Package or contract, nothing. I feel this is very deceptive. I never was told because if I knew I wouldn't have enrolled. Why should I be penalized if I am unhappy with their service.
I arranged a service call with Sears Home Services to have my Samsung Inducation Range serviced for the left 2 burners did not work. Richard the technician came out and diagnosed the need to replace the inverter (297.00 part /401.75 dollars with labor_ which I pre paid up front with a credit card. A week later same service technician came out to replace that part and took the old part with him yet the stove top burners still did not work. So he then realized that when you replace the inverter you need to also replace the touhc assembly which he orders and I prepay another 140.00 dollars. After 2 weeks passed and I had never received that second part I attempted to call Richard (left message and he never called me back).
I then called Sears Home Services and they advised me that the part was no longer being made and they would issue a 40.00 refund for a 140.00 dollar charge that no one came out for. Thereafter I called them to request a full refund for everything since my range is in no better shape than when I originally set up the service call. Then they said they could only refund me if they removed that part again wherein a service technician came out and adivsed me that if he removed that part my whole stove top/range would not work because it was a core part. So I inquired about putting in the old part and that was not possible as the other service technician has sent it back to parts. So this service technician indicated he would advise sears to provide a full refund because that core part was essential to me having the basic function that range had before the service call.
After persistent phone call to the Sears Home Services solutions dept to check on the status of the refund....each time I get a different customer service person all initially helpful and assuring me that I will have a follow up call in the next 24-38 hours. This has never occurred. So I have kept calling each day and gain talking with a different person each time and each time having to repeat the whole scenaria/ wait on hold until they read through the notes and then on my last call they indicated they could not refund me for the first part /or service call unless they had the part. I explained that I am not in a position to purchase a new range and if they take that part I will have a non functional range. Then she proposed I use the $297.00 dollars toward the purchage of a new range (the total dollars that I am out is 541.75 ....). I said that was not acceptable and I would settle for no less than a full refund since the whole issue could have been avoided if the first service technician had ordered both parts together as he should have and we have known that this was not going to work.
To date I've had no feedback from Sears. I have contacted the BBB and advised my credit card people of the lack of support in getting any refund for services not rendered and parts not delivered. I don't know where to turn now.