Sears
Reviews and Complaints

I have been to Consumer Reports already. Sears let my refrigerator insurance run out. I have been on the phone with Sears all afternoon. When parts (where I started) connected me with Protection Agreements, I knew I was in for it as I waited an hour and a half after I called customer service back. Alot of people are calling protection agreements! Gee, I wonder why! She doesn't even need to go to law school, she just needs the degree. She said 1) They, Sears, didn't have to tell me my insurance was running out, 2) Said they, Sears, sent out notices before the insurance ran out. I repeatedly told her, as before, that I never got a notice, and 3) Sears has no way of knowing whether I GOT the notice. That's slick, but not convincing, since I've been loyally pre-paying my insurance since 2006. Then she connected me with warranties. He said he couldn't find my name on Sears computer, over and over, I said that's not my fault, I was always on the computer. He then said he couldn't help me, but he COULD help me sign up for a warranty--49 dollars a month. Like no one could see through ANY of this. What's really odd is that my insurance ran out right after a repairman was here replacing a part insured. Then, still today, I was connected to Protection Agreement again, and they pulled together a whole story about my Protection Plan running out. No one ever told me or wrote me that my Protection Plan ran out. Sears just let my insurance run out. You can't do that!

80% of the people I talk to on the phone, online, or in person get nice things said to their bosses. None of the people above are in that category. 2 weeks ago, a bank messed up, I found, and no one had discovered the mistake since March. 40G's. I had all weekend to go online. If I gave you the name of the bank, you could go online and read the posts. Now Sears has given me the same opportunity. I want my refrigerator insurance re-instated. You can't just let insurance run out, even an agreement, without the person being informed, and you did not do that. I have a feeling a LOT of people are calling your protection agreement center, and I doubt anyone told them ahead of time that Sears was going to pull the rug out from underneath them. Sincerely Connie Cordingley [protected]

I purchase a Whirlpool refrigerator with a five year attended warranty.

On July 6, 2021 I called for repair on my Whirlpool refrigerator. The ice maker was leaking into the ice bin, causing the ice to mass together. When I tried to get Ice the auger turned and it broken out the bottom of the bin. When I called the first time I told the technician what happen. He told me that he order the parts for my refrigerator and setup my appointment for the repair to be done on July 16, 2021. The technician stated that he did not need to send anyone out as he knew by what I was stating what parts I needed for my refrigerator. On July 16, 2021 the repair technician did not show nor did I get a call. When the technician did not show I called Sears repair again. I was told the parts were on back order . I waited another week and I call back in again to Sears repair. I was told the parts were no longer available from the manufacture and they were looking at other vendors for the parts. I waited another week to call back and still got the same information. I was told at that time that after 30 days and my refrigerator still was not repaired that I could request for a replacement of my refrigerator. So I waited over 30 day which was Aug 8, 2021 to request my refrigerator be replaced per my contract warranty agreement. I spoke to a man name Ragi, and he stated that he put my request in for replacement. I was told that I should get a call within 3 to 5 days. I did not receive any call back. So I called again 8/11/21 spoke to Giselle and she told me that there was no request put in for replacement. She stated that she put in an escalation for the replacement to the Technical Management department and gave me a reference number of 7221598 and stated she documented everything and once again I would get a call back in 3-5 days. Again I got no call. I took it upon myself to called around and found out that the bin for my refrigerator was no longer available. On 8/17 I spoke to Alvaro and he confirmed that the part was no longer available. He sent a third escalation to the Technical Manager to the next level to get my refrigerator replaced. Again I had to wait 3 to 5 days but Alvaro stated for me not to call back before Aug 25, 2021. On Aug. 24 2021 I received a call from Terrence of the repair department stating he was ordering my part. I told him they are supposed to be replacing my refrigerator. I told him what I was told that the bin was no longer available and he told me that he did not order the bin, only the Ice Maker. I told him that both parts are broken. He stated there was no order for the bin. I told him yes there was as your other reps told me that it was not available anymore. Terrance refuse to order the bin, only the ice maker which would not fix my refrigerator. Terrance then told me that I would have to call back to the department that sent me to the Technical department and request to have my refrigerator replace. I later found out that Terrance was the one that approves my replacement. So here I am over 60 days later and according to my extended warranty contract if my refrigerator was not repaired after 30 days they would replace my refrigerator. On Aug 24 I spoke to Abiola and she stated that the technical manager is not responding. She sent another request to the technical manager. I then call Sears Corporate office and spoke to Kay only to be told that there is no corporate office to speak to. After going over all that I had been through she could not help me. I requested to speak to a supervisor, she put me on hold for a long time and came back and stated a supervisor would call me back in one hour. It has been three hours and no word again, no help from anyone other than getting the run a round and still no refrigerator... Is there anybody at Sears can help me get this taken care of.

Only had less than two years the I ternary motor is broken costs more to repair than buy a new one they sold me a faulty washing machine and won't even replace it

I purchased a Sears warranty for my Kenmore Refrigerator after owning a new one for only 3 years the compression unit broke. I called another service company and the gave me a quote for $850. I decided to call Sears and the woman advised if I buy Sears warranty that it would cover parts and labor would only be $150.00. I set repair appointment for 1 week later. I had to throw away a full fridge of food. Only to have the repair guy explained it wasn't covered until 30 days after having warranty. At this point it was only 1 week. I was Lied to by sales rep because I asked her several different ways if it was covered right away and she reassured me every time that it was. If I do not get a credit for this repair then I will cancel the warranty after 30days and will never use this service or buy anything from Sears again !

For years I have purchased my appliances as well as the Master Protection Agreement plans for all of them. Over the past couple of years the service I have received from the customer service representatives has decline. Back in March of 2021, I called to get a tech to see why my dryer wasn't heating as well as a new lint trapper.
The tech did not come out on the day I was given from the Sears customer rep. When the tech finally came, he ordered the part however it took months to come in. The lint trapper came but was not the right size.
I don't know about you but I can't afford to go to a laundry mat twice a week for months at a time. I later found out the Sears no longer sends their techs but hires a third party company who does what they want. When the part came in and the tech was scheduled to come out, he pulled up to my home and walked to the door to put a Sorry I missed you sign. I immediately called the company he worked for and after they spoke to him he claimed that he honk, called, and knocked which he did none. When he finally came back, he replaced the part but the dryer didn't sound the same as if there was a loose screw. He would not look into and said I had to call to make another appointment. I called the same day and it's been a month and the tech has not come back. The Sears customer service people tell me they can't do anything and I have to call his company. I've requested multiple times to get a different company and I've stayed on hold for hours and when I finally get someone they tell me the request has to be sent to their supervisor and I will get a call back within 2 days. I never hear from them. Some of the Sears representatives you can tell they don't want to do their job as they tell me we can't find your account or give me details that have nothing to do with my call. Kudos to those who are very helpful.
I've called multiple times to get the correct size of the lint trapper but I keep getting the same one. This is a fire hazard! I would like to get my dryer fixed and the right lint trapper otherwise please replace my dryer. I pay for my Master Agreement Protection Plan to make sure I get good professional service but that has not been the case lately.

January 19, 2021
Purchased Kenmore Elite Model #74145 - 24.5 CU. FT. 33" Smart Wi-Fi Enabled French Door Bottom-Freezer Refrigerator-Active Finish Item #[protected] - UPC # [protected].
Regular Price $2, 899.99 - on sale for $2, 437.98 - Sears Flash Sale 10% off and Sears Extra $50.00 off purchase of $750.00 - Final $2, 144.18 plus Delivery - Ice Maker Hose - Sales Tax = $2, 420.63

January 28, 2021 - Sears Delivered, Installed and Set UP.

April 28, 2021 - contacted Sears Warranty department because the indoor ice maker had stopped making ice. The gentleman asked me to go to the refrigerator and tell him what the temperature was on the freezer. I told him -4. He stated that was the problem, it should be set at 0 degrees. I explained to him that the settings were made by the Sears Installers when they delivered. He stated to change it to 0 degrees and ice maker should start working in the 48 hours. Started purchasing a bag of ice every day. We waited 48 hours and still no ice. We changed the temperature on the front of the unit to +4 degrees (still buying ice daily) and 3 days later it started dumping ice again. Worked for 2 weeks and stopped (started buying ice again). We turned off the unit turned it back on 3 days later it worked for 10 days and stopped (started buying ice again).

June 4, 2021 - Called [protected] Spoke to Dean - explained to her that we had made the changes on the freezer temperature that we were told to and the icemaker worked for two weeks and then stopped again. She stated she had to transfer me to a technician to help me so that a service technician could come to our home.

June 4, 2021 - Spoke to Jeff a Technician with Sears.com and he asked us what we had done thus far, we walked him through what we did during May. He stated that the ice maker had gone out and that he would get a new one ordered and then schedule a technician.

June 10, 2021 - Received a text message stating my parts have shipped for delivery and the service technician was scheduled on 6/15/21

June 14, 2021 - UPS Delivered the New Ice Maker, put unopened box in utility room.

June 14, 2021 - Received a confirmation text that the service technician would be at my home on 6/15 between 8-5 p.m.

June 15, 2021 - Craig the Technician came to my home, he looked at the refrigerator and stated that the ice maker was trying to function but no water was getting to it. He stated there was a heating coil around the water tube in the door itself and it was freezing and not dispensing water to the ice maker, even though the water dispenser still worked. He asked to see the ice maker that had been delivered to my home. I handed him the un-opened box. He stated that this LG brand ice maker was too big for my refrigerator and put it back in the box. (it is still in the box in my garage). I voiced my concern on a new door being put on the unit as All Stainless is different, so if the door was manufactured at a different time/facility as the refrigerator itself then the color could be different. I also brought to his attention that the French doors when closed where almost an inch different when closed and that the installers had tried to adjust them and they stated the doors wouldn't adjust. Craig looked at the doors and verified what the installers had stated. They could not be adjusted to match. Dave ordered the new left side door and stated a Technician would be out once the door was delivered.
Craig suggested I call the customer service number and voice my concerns about the ice maker, door and doors not matching.

June 15, 2021 p.m. I called and explained to Samatha the issues both us and the Technicians were having with the refrigerator and that the unit less than 5 months old and at this point should be replaced with a new unit. I spoke with Samantha who transferred me to Mack then got disconnected. Called back and spoke to Dave, Rose, then Arthur and then Carter with no resolution to the problem. Was told that would have to wait for the New door to be delivered.

June 16, 2021 - Large box from Sears was received

June 24, 2021 - Technician - Alejandro arrived at our home. Went to the kitchen and looked at the refrigerator. He took the door apart and looked at the tubes coming into the door from the back of the refrigerator. He asked to see the New door. I took him back to the front door and went back into the kitchen. He called me to please come back to the front door. He said he was very sorry, but the door that was delivered was not the door for my refrigerator. It was a flat front door - not an ice maker or water dispenser door. It had no insert or attachments on the inside to attach an ice maker. He put the door back in the box and we went back to the kitchen. He pulled up the schematics on the Sears website and stated that the reason the ice maker and door that was shipped were wrong was because the schematics in their system was for an older model. The model I have in my refrigerator is a brand new 2020/2021 model. He stated that no matter what was shipped it wouldn't fit at this time. He told me he would put in a request for replacement of the exact same unit and for me to call Customer Solutions at [protected] in a week if I had not heard back from Sears on my replacement. (New Door is sitting in my garage in the box with the Ice Maker that didn't fit)

July 1, 2021 - Never heard anything from Sears so I called Customer Solutions and spoke with Francis who gave me my claim #7180959 and was told there were no updates in the system to please give it a few days.

July 2, 2021 - received the following e-mail at 12:49 p.m. -
We understand your concern regarding the replacement.

We have checked our records and see that there is no approval for replacement. Hence, we regret to inform that we cannot process the replacement. If you still have any queries, please contact our warranty team at [protected].

We value you as a Sears Holdings Corporation member, and want to ensure your total experience with us has been to your satisfaction.

Sincerely,

Max
Sears Member Services
No direct number on the e-mail and the e-mail address reflects NOREPLY.

July 2, 2021 - I called [protected] number again and spoke with Mark he stated he would have to accelerate my call to the back office team. He could not transfer me to anyone nor could he give me a number to call. He stated Reese would call me. I received one call that went straight to voice mail phone never rang. She stated she would call me back later that day - have never heard from her.

July 2, 2021 - I called back for Reese - spoke to Kezilach (hung up on me), then called back again and spoke with Mark - he said he couldn't help me. I called back again and spoke to William who stated I would have to wait on Reese to call me he couldn't help me.

July 6, 2021 - 9:48 a.m. called and spoke with Summer and she stated there was nothing they could do to assist me.

July 7, 2021 - 8:50 a.m. - called and spoke with Faye she stated she was sorry ….., but there was nothing that they could do.

July 7, 2021 - 9:05 - called and spoke to Frances he said he couldn't help me.

July 7, 2021 9:31 - called and spoke to Kris in Customer Service - who stated there was nothing that he could do to help, based on what he was seeing in their system there was another part ordered on 6/24/21 and it showed to be on backorder. He stated that nothing further could be done on my case until that part showed backordered for 30 days.

July 23, 2021 - 12:25 p.m. - Called Sears.com again - spoke to Mark - He stated yes it had been 30 days and he would submit a Replacement Authorization for approval and gave me a new case number [protected] and I should be receiving an e-mail link to confirm approval of the replacement in the next few days.

July 26, 2021 - 3:56 p.m. - received the following e-mail
We have reviewed your request for a replacement of your product and at this time you are approved. We have authorized $2144.18 to shop for a comparable product on Sears.com.
We have taken the liberty to choose a comparable products as of the item # [protected].
1. Kenmore 75505 25.5 cu. ft. French Door Refrigerator with Dual Ice Makers - Fingerprint Resistant Stainless Steel
2. GE Appliances GNE25JSKSS 25 cu. ft. French Door Refrigerator - Stainless Steel
Kindly check below links and let us know your product
https://www.sears.com/kenmore-75505-25.5-cu-ft-french-door-refrigerator/p-A081987276
https://www.sears.com/ge-appliances-gne25jskss-24.8-cu-ft-french-door/p-04607393000P
Please contact [protected], Opt 6 with the Sears item number to have your replacement processed. If you chose an item that is more than the authorized amount, you will be responsible for the difference.
We thank you for allowing us the opportunity to assist you with your recent experience.
Thank you,
Regards,
Ray Irwin
Sears

I immediately called the above number and it rings one time and disconnects.
The unit had been in our home for 3 months when it stopped working - why am I being asked to pay the difference on a manufacturers' warranty.
I went on Sears.com and looked at both of the units they were offering me.
The first one Kenmore Unit is 36" wide - won't fit in my home unless Sears would like to pay for remodeling.
The second one GE is not similar to the specifications on the unit I have and is an inferior unit, no in door icemaker or water dispenser. It is not Smart WI-FI enabled, does not have the Active Finish against finger prints. It is 37.5 inches deep with handle, mine is only 35.375 inches deep, it doesn't have spill proof shelves, not as many bins, no sliding shelf for pitchers etc. and no door alarm.

July 26, 2021 - I called the customer support number since the number in the e-mail didn't work - spoke with Ben, told him all of the above, he said he was going to transfer me to someone, instead disconnect me.

July 26, 2021 - I called back to customer support number and reached Cara and went over everything that had happened and the e-mail I had received and asked why am I being sent an e-mail telling me to choose between 2 refrigerators that are nothing like the one I have and also being told I will have to pay the difference between what I paid and cost now. The unit is under manufacturer's warranty - it should be an even change of a like unit. She stated she would put in a request for someone to contact me.

July 29, 2021 8:40 a.m. - Received a text message which stated click the link to proceed at searspartsdirect.com. No explanation nothing - When I clicked the link it pops up with a link to enter my credit card information. I did not enter my credit card information and closed the link immediately

July 29, 2021 9:15 a.m. - still no response from Sears - I called and spoke with Iyla, I asked her to please explain to me why I was not getting the refrigerator I had in my home as a replacement and being asked to pay the different in pricing for the 2 choices in the e-mail they sent. She looked into the case (Now with New Case #7183057) and said that the reason that the e-mail had been sent with the 2 choices was because the model number 74145 had been discontinued. This information was not noted in the e-mail they sent.
I went over all of the reasons the 2 options wouldn't work and asked again why was I being told I would have to pay when it should be an even trade broken for new. I told her that the e-mail I received showed a credit of just $2144.00 which is what I got my current unit on sale for. Not what the unit was at the actual retail price. I went on Sears.com's website pulled up the LG LRFS2503S. It is the exact same unit I have in my kitchen as a Kenmore Elite. I went to the local Conn's and looked at the LG in person to confirm it was the same and it is. Same Specs, size, etc. just has LG on the front instead of Kenmore. Iyla took all of the information down and stated she would put in a request to have someone call me.

July 30, 2021 - received a call from [protected] - kept saying Hello no response - and then the line went dead.

August 1, 2021 - 9:24 a.m. - received a call from Polly, said she was calling to find out why I hadn't clicked on one of the 2 options that were in the e-mail sent to me on July 26th so they could process my replacement. I told her that I tried calling the number on the e-mail and it is not a working number. Explained why the 2 options were not acceptable as replacement units for my refrigerator. Gave her all of the information I had given Iyla the day before on the unit that they sell that is the exact same unit I have in my home now. She said she would put in a request and someone would get back with me.

August 4, 2021 - no response to August 1st call. Called and spoke with Iyla again, gave her the same information and case number again - she said she would have someone contact me.

August 6, 2021- still no response, I have had a brand new non-functioning refrigerator unit in my home delivered on 1/28/2021 and it has been non-functioning since April 28, 2021, 90 days old when it stopped and it is now August 6 months and still not resolved. It is a manufacturer warranty issue. This should not be happening. They show that the LG that is exactly like the Kenmore will be in stock on 8-20-21.

August 13, 2021 - still no response from Sears, Per Rachel she is contacting the offline team to get status.

All I want is a functioning refrigerator in my home that has exactly the same features and functions as what I purchased the end of January.

The fridge is just 5 years old. The last time it acted like this. The Evaporator coil in the fridg cabinet was iced. Thawed and been good for the last couple years.

NOW. Same symptoms, but now there is no ice on the evaporator coil. The system seems to sound like its running but fridg and freezer are over 70 deg.

Next nix to keeping this hunk of junk is that in the last week, we have 6 friends with same fridge all called with compressor failures. We aren't paying for or waiting to repair it. AINT gonna fix it. we will never buy another LG product from this point on.. We are checking for a "RELIABLE" high end product to replace it. Any body want a 5 year old $2500 boat anchor ?

Reliable replacement recommendations welcome.

A service repair for a Sears tech was scheduled 08/06 between 10 and 2 thru a gentleman named Tom. I informed him that in the past I had appointments scheduled and there was a no show and no communication. Tom assured me that would happen this time. I received confirmation. But as I expected there was a no show and eventual cancellation by Sears that I only discovered by using the tracking in the confirmation. I received no communication thru email or text that it had been cancelled.

I called 1-800-469-4663 and they supposedly rescheduled thru Peninsula Appliance to come out 08/09 between 8 and 11. Again no communication and no show. Late that night Peninsula sent a text to call and reschedule.

I called 1-888-880-1495 this morning and spoke to Vicky. She supposedly sent Peninsula an email to contact me to schedule. I also went to the Peninsula website and submitted a repair request. No reply. After not hearing from Peninsula called them at 11am. They claimed they called 408-937-4522 and left message. Either they misdialed or did not call as someone was home all day and in addition there is no message on the phone. Now they say the earliest they can come out is 08/18.

I had a problem with Peninsula not showing for a refrigerator repair earlier this year.

3 weeks ago ice started forming under cube bin and would not dispense. researched and found could be flap. Last week display showed ERR F1. Researched again and said could be some fan which could damage computer board. Tech came yesterday. Well it was Duct Assembly (fan?) Bad news part is no longer available anywhere in world. There is no compatible replacement. This refrigerator is 12 yrs. old and cost $2200. Am I supposed to junk it. This is a disgrace and highway robbery. I bought my first washing machine from Sears in 1962 and over the years other appliances. I believe it is on Sears to make good. This was purchased from Sears, Coastal Grand Mall in Myrtle Beach, SC.

I called Sears service for appt for fridge that was not cooling well. The first available was 3 weeks out on 7/14/21. I hoped that the fridge would not completely stop working as a didn't want to buy a new fridge as this one was under 5 years old and I paid 2600.00 when new.
Tech assessed and stated I needed a control panel for the fans. Part was ordered and new service date to install was 8/2/21. It was installed that day and it didn't seem to be cooling but I thought I would give it a chance. I called Sears service back to have them come back out as there was no positive result in changing that part. (by the way tech took my old part instead of leaving it. Not sure if he actually put new part in) There was going to be another 3 week wait for service on 8/27. The more I thought about this I called back on 8/5/21 to speak to supervisor. At this point I just wanted my money back 728.00 as I received no value from their service. Was told I could have my money back except for initial service call of 89.00. Then she stated to get 639.00 back they would need to get the part back they installed or they couldn't refund cost of part 292.00.
At this point I have shopped for new fridge and it will be delivered in a couple days. I will have the old fridge hauled away at that time.
I can't get Sears to come before 8/27 for part and I have no other way to have old fridge hauled away after they get their part.
How do they expect you to live without fridge for 3 weeks? I have also lost several hundred dollars in food that has gone bad. I want a refund to be able to apply to new fridge.

Sears stole my moms money. She purchased an oven in December that was supposed to be delivered in feb. Come April nothing. She cancelled the order and no refund. According to them they issued a refund but didn't. Additionally, the amount they said they refunded wasnt even what she paid for the over. Sears stole my 68 year old moms money.
Pic 1 them saying they sent the refund
Pic 2 all the transactions in my moms account for [protected] December till today. As you can see there's only their charge, no refund from Sears. Attempted to call them and they just give me the run around.

I had a scheduled repair appt. for today, August 5, 2021. It had been scheduled for approx. one month. I get a call (automated) to call sears and reschedule. It was for my Samsung refrigerator, on which I have a sears protection agreement. I rescheduled, then called back to talk to someone. I asked why they could not send someone out. She said the repair person was sick. I told her that was not my problem. My refrigerator is leaking, and I've already waited one month. I want my refrigerator repaired! I pay good money like everyone else, that buys these stupid agreements. My issue is, we, who buy these agreements, should have service right away! this is always how it is with Sears. You wait for one month or more for your appointment. Then sometimes they don't show up or cancel on you. In my case, it's usually another month you wait. My appt. now is on August 27th, 2021. Now, when they come, they will not have the part I need. So I will more than likely wait another month for them to come put the part in. So that will be about 3 months. I will never buy another Sears protection agreement again. When mine is up, I will not renew it. Their service is horrible. The repairmen themselves are always nice. No complaints about them. My complaint is, Sears promises you great service, and robs you of your money, and gives you terrible service.

On July 17, 2021, I placed a order with Sears for a Kenmore refrigerator. I order online after speaking to customer service sales team. I was told by customer service the refrigerator was in stock in the Sears warehouse. The Kenmore was to be delivered on the July 26th. Sears charged me when the order was placed on the July 17th.

Long story short the refrigerator was not delivered on the 26th. Sears changed the delivery date five times. The last time a supervisor promised the refrigerator would be delivered on the aug5th. Next day the delivery dept cancel the aug5 appointment.

I am a senior citizen and take medication that need to be kept cold. Currently I still have no refrigerator.

I called to get a refund since Sears clearly has no merchandise. I am still trying to get the refunds. Told it takes time.
I am a senior citizens and thought Sears honest.
I canceled my order but still cannot get a refund from Sears.

Angela Castor purchase for Sophie Cody.

I called Sears master protection plan to have my fridge repaired . the ice maker went out then stopped blowing cold. I called on Sunday 7/25/2021 and they were nice and quick as I always remember them being. They got me set up for an appt for Monday the following day 7/26/2021. They showed up and I found out he just started on the job and was a trainee. No problem. He diagnosed the problem being the compressor/dryer etc. He found the parts on his truck and was not seeming like he was confident on his ability of repairing my fridge. About 5.5 hours later he is sweating and I smell a burning smell as if he was burning the thermostat up. I asked him if he needed any help and he said nope he's almost done. OK. I waited and he then said he needs to make a phone call to his supervisor. He told them on my cameras that he is having problem fixing it and needs some assistance and they helped him over the phone. He again calls a supervisor, he read off the numbers from the gauges and he said on camera that there is a problem with this repair still. The supervisor told him he can leave that it would take a few minutes. So he was nice enough to wait for 10 minutes and noticed that the fridge compressor was not kicking on. He called another supervisor and this one said the same thing. He tells my wife as i'm coming out of the shower, That it will cool but it will take 24 hours? What, really? I'm in hvac business and that is a bold face lie. I call the Sears line again 10 minutes after he is gone and they say that the earliest time I can get a repairman out is Saturday 7/31/2021. Now waiting a week for my fridge to be repaired and i have 4 younger kids and a wife that has been living out of a cooler for 6 days. Then today Friday 7/30/2021 they call me and say that they need to reschedule me once again for Aug 6th another week without the fridge. At this point I have lost all faith in this companies ability to repair my appliance which I paid for a warranty to cover. I offered to fix it myself, no problem. But it can't exceed $500? Well I already know he burned up the new compressor and thermostat. Which is well over $500. So I can't fix it myself or it voids my warranty. I can't call one of my sub contractors to fix it now because it's over $500. So what the hell can I do. DO I need to send this to my attorney whom I have on retainer at all times or do you want to do your job and fix my appliance which is covered by your best warranty? BBB is next on my list. This is the worse customer service I have ever dealt with with zero empathy. So what happens at my next appt/ Are you going to reschedule me again stating that you don't have any available technicians for my repair? I have scheduled 2 appts now and my fridge is still not fixed. Now a 3rd appt. Then a 4th? when does it stop? I would expect this to be remedied ASAP!

A repair appointment was made for 7/2 a 3rd party repairman identified the parts needed and attempted to submit twice to sears without confirmation of having received the submission. The company was unable to reach Sears so I got the parts and attempted to contact Sears after days and weeks of trying to get info and trying to finalize whether the parts have been ordered, I have no answer. I am constantly turned back to the "escalation department/support team" which closes at 5p. the recordings daily say the same thing, "we are experiencing higher than normal call volume" hours on the phone wasted, no person to resolve this. One lady found out the parts were submitted but she could not determine if ordered. she sent a "form" to the escalation department( aka master protection plan extirpation plan) I was suppose to hear something in 3 days...nothing. then one department was to have the supervisor call me in 24 hours...nothing.
My dryer has been broken for over 30 days without a fix in sight unless I give up on the protection plan covering. how to I get reimbursement?

My fridge was a Kenmore, , , loved it, but it broke within the year I had it. The appliance people came out, had to order parts. They said I would get them, call the appliance co. They would fix. The parts were on back order I have been without a fridge for over a month. They offer food loss check. mini fridge cost. But I haven't received it. I have a big broken fridge. Ruined my month of summer, delays, now it's I can't find a replacement on a fridge I want because they are on back order. I bought a new one from someone else. I want to return my broken one. They said no returns. They have me down for the same one for delivery Aug. 9th. I don't want another Kenmore. Bad manufacture. I looked today, online, and everything was gone, out of stock. What can I do? I have a new LG, just want them too pick this one up for some kind of a refund. I spent 3, 000 for this broken one. I spent all day talking too a million people. The LG I have isn't in stock till Oct. So if they bring my replacement, can I just keep it and sell it? Or put somewhere else ? What can I do. I didn't know they were going to do this. I have always been a Kenmore person growing up. It's very stressful and sad. 111.7503 25.5 cu. ft. I paid for it in full.

Sears Home Warranty Contract Number [protected].
Property Home Address: 12 Mistucky Cir, Warwick NY 10090
Home Phone: 845.544.2931
Open Ticket # SCCP62701C2-2

Service Was Performed on GE Washer on June 14th 2021. The Service Technician evaluated repair and recommended replacement which was accepted by Cinch.

Received email from Chinch on June 18th that offered payout or replacement [recommended another GE Washer]. I accepted replacement.

On June 25th, 2021, The new GE Washer was delivered but the Installer refused to install based on safety issue. The New Washer would not stack correctly with the dryer. The Installer had me talk with his supervisor Michael, who advised me to refuse delivery which I did.

I spoke to the authorization department on June 29th and was told by "Carleka Addisson" that the return was subject to a 35% re-boxing fee. I told her that was unacceptable based on the return recommendation, and that I will cancel my contract if they enforce the fee.

On a follow up call on July 5th, I was informed from "Reada" that my case was in the process of return and that a check for $819.76 would be sent.

From July 5th to Date, I have tried to obtain a status on my payout to no avail. I have been transferred to every department in Cinch and Sears without results.

Today, July 26th, I have been on a call with "Lises" for the last hour and it looks like she is re-initiating a new process for my claim. She tried to explain that the Service/Delivery Department is looking for the washer to be returned to inventory before the check is issued. Why should it take a month to do this?

The entire process has been a nightmare and no way to do business.

I'm out of patients and will never do business with Sears or any of its service companies again.

I have paid into Home Warranty Services since since 11/27/2017. I will not invest another cent.

I'm looking for a positive response.

John P. Gobinski

Our Service Agreement covers a Bottom Freezer LG Refrigerator. After your repair technician (Technician ID 0667071) had been out to our home three times in a short period of time, he stated on 04/16/2021 that the refrigerator is not serviceable and needs to be submitted for replacement. On 05/18/2021 I was told that our case was submitted for replacement and that he would try to escalate the case and I would have to wait for Support Team to call me. Nothing happened! On 07/06/2021, I was told that my claim was escalated to the Team Manager (TM) John of the Replacement Department (RD) and that I should get an update within 5 business days! On 07/16/2021 I talked to Elijah of the RD and he confirmed that my claim had been escalated to TM John of the RD and that I should hear back from them by 07/20/2021. Today is 07/21/2021 and I did not hear from Sears Home Services at all. Something has to happen, this is now going on for over 2 months!

My Washing machine broke on the 7th of July 2021, their first next appointment was a week later 13th of July. The technician never arrived. I called them to find out what happened the next day but all they could do for me was give me the technician name and a number to confirm with him when he was coming to fix the washing machine. I call and txt but never received a reply from the technician. I called Sears back to schedule a new appointment but was informed that I had to cancel with the 3rd party Overflow to receive a cancelation number and wait 24 hours to schedule a new appointment. At the time I was not aware I had made an appointment with a 3rd party, I thought I had scheduled with Sears. I called and canceled my appointment with overflow but never received my confirmation number. I have called to get my washing machine 3 different occasions and have not been able to get this resolved.

My washer broke down in January. I have called and called just to get passed from one department to the next department. No communication. I was approved for replacement. No email to me to say I was approved. I only found out by calling multiple times. After approval no one contacted me to state I have a replacement authorization number. Nothing and no excuse since I have to verify my number, address and email with the 8 different people I get passed to every time I call. I got the authorization number yesterday after I called and spoke to 8 different people. I asked her to email it to me because I was in disbelief. I've been fighting this for almost 8 months. She NEVER emailed me the authorization number and she NEVER told me my authorization number expired! So I called Sears today to get started with my replacement and the store told me my authorization number expired 60 days ago. HUH?!? I just got the authorization number yesterday! So back to square one! That lady knew it was expired but she gave it to me anyway. The people who said my washer was approved NEVER gave me an authorization number. I have no emails or messages from Sears. Communication is only when I call them and I always get passed around and placed on hold for 45 minutes. Now it's back to customer solutions which ironically doesn't have a direct number. Imagine that?!? This is horrible service and a scam! I know 110% I will not get an email or call from Sears in 1-2 business days.