Sears
Reviews and Complaints

I ordered a refrigerator and paid when I bought it. It was scheduled to be delivered between 2 and 4 pm. My husband left work at 1:30pm to move the stove out of the way and help save food from old ice box. They showed up after 7PM. They took down the old ice box but then said the new one was too big to bring up...They said to call and order a smaller one. I said take off the doors and bring it up...They said no way...you live upstairs and it would take 5 men to bring it up and we don't take off doors...buy a new one! URG----I said how about $200 to get the job done...he said, really! OK, $250...and I paid...and it was done! By 2 guys not 5, taking off the doors! I CALL THIS EXTORTION!

I bought a brand new mattress at sears outlet. I was given a years warranty. The mattress developed a huge growing lump on one side. This is a sealy mattress. I went to the nearest outlet store to ask what I should do. I was told to go to the manufacturer. I called sealy and they said I had to go to sears. I called sears and was sent an email detailing what I needed to do. I tore down my bed ( not easy to do with a king bed at 60 years old with a disabled husband) and sent pictures of everything including the receipt tags and warranty card. I was asked 5 times to send pictures necessitating tearing the bed apart each time. I finally complained and was IMMEDIATELY told sears would not honor my warranty because I bought it at an outlet. Nowhere on my sales slip does it state the warranty was no good. I was in fact GIVEN warranty papers. Sears said sears outlets are NOT PART OF SEARS. Since when? The receiput says SEARS down both sides. This is where sears sends you to get things repaired and to buy parts for sears merchandise. I bought a NEW MATTRESS that I cannot use. We are on a very limited budget. I cannot afford to go buy another mattress. If sears puts its name on it sears should back it. NOWHERE ON MY RECEIPT NOR IN THE STORE DOES IT STATE WARRANTIES ARE VOID AND SEARS OUTLETS ARE NOT BACKED BY SEARS. I was told to return to the store of purchase. I did and was curtly told by the manager the store was closing in two days. So no one will back my warranty and I am out of luck. DON'T BUY FROM SEARS!

To whom it may concern,
I have had my roof replaced by Sears and it has caused nothing but problems for over a year and still exists today.
First the salesperson measured incorrectly so the job was not completed as planned. He also made an error in the financing and that had to be redone as well.
2. I specifically had requested that the existing skylights be replaced with the replacement of the roof. I had even requested stationary skylights as opposed to those that crank open. The sales person forgot to place the
order so the old skylights were reinstalled without my knowledge.
Since then there has been leakage from the old skylights in which I was told it was due to a broken seal because they were old. I explained of course they were old that is why I wanted them replaced.
Also, the ceiling surrounding them has become all water stained. I have been going back and forth with sears for over a year about this. I requested to have sears at least pay to have the ceiling repainted and I was
turned down. They said the faulty seal was not the fault of sears so I had to go through my home owners insurance. Also, because they were never ordered, that I wasn’t charged for them. That is not the point! And,
how could it not be the fault of sears. It happened because of the errors made by sears company.
3. Since I have had the skylights replaced, by sears, reluctantly. Paid for the skylights and installation. I also have concerns about the integrity of a $10, 000 roof. I would expect after spending $10, 000 on a new roof that
it would not leak at all.
I have not had the ceilings painted as of yet because I do not have the funds nor do I want my homeowners insurance to go up because of this.
If I had the opportunity to go back I would have never chosen sears to replace my roof. I also no longer have any dealings or purchases with sears, nor do I recommend Sears to anyone else.

For those Sears representative I have dealt with:
1. Al Canzater (original Sales person for roof)

2. Sheena X. Brown
Exterior Project Coordinator
Sears Home Improvements Products
Westwood MA, 02090
Office. 781.471.2969 Ex.41101
Cell. 857.492.5132

3. Leah Byrns
Quality claims processor
[protected]

Al Canzater, nice person however was not properly prepared for the job.
Sheena, again nice, respectful however not prepared to help in any way. Her line was that Al Canzater no longer works for the company.
I don’t know how that is supposed to help my situation.
Leah, originally appeared to understand and suggested that once the roofing problem was resolved that they would assess damages. I had even sent pictures of the damage. However in the end, I was told it was not the fault of sears and to go through my home owners insurance.
I is very disappointing for me because Sears has always been a part of my life. My parents/ family and friends always used Sears for major purchases. I always viewed it as dependable, honest and reputable.
Sad, but I am no longer a Sears supporter.

The reason for this review is to warn other people before they have a similar experience. My experience with sears repair was very aggravating and frustrating. I was having a problem with my samsung refrigerator once again with it freezing up the fridge section and the fan was hitting the built up ice. I called sears for a n appointment with their tech to come diagnose and repair the issue. Sears sent a third party to my home (Not their people), a so called tech and one in training. First he tech said I should just discard the 4 year old, $2000 fridge and buy a new one. I said I don't think so! Then they wanted me to sign a waiver for them to move the fridge in case they damaged something? Ok I guess they need to protect themselves, I moved it myself knowing I wouldn't cause any damage. They then called a tech hotline to talk them through the diagnosis. Now let me just say thankfully I have a very strong electronics and mechanical background, I am not without a clue when it comes to something along these lines. Well, now they tried putting the fridge into a test mode (I knew they where not understanding the gentleman on the phone). Now with it not in the test mode they went to check certain parts of the main control board. They could not get thier meter on the test points to get accurate readings, the man on the phone told them to check for proper polarity on the electric outlet, they looked at me and said "do you know what that means?". I said you don't!, then showed them what to do... Now they turn to me and say you have a bad control board (I knew that was wrong) so I said how much, they said $500, I said how long to do the repair, they said about 1 week to get the part and then they will call for an appointment. I then said so about 10 days without a refrigerator! Cant you get the part sooner? They said no, so now I said what if you put in the part and thats not the problem. They then said well you 90 days warranty. I said then do you refund me for the first repair and then charge for the proper one. They looked at each other and said most likely not but you can then have that conversation with customer service. I now being very aggravated at this point told them that they never put the fridge in its proper test mode which I witnessed myself. With a shrug of their shoulders I told them to leave! I also told them if they want to get paid for the diagnosis they need to have their supervisor call me by end of day, never received a call... I then called a friend that does commercial refrigeration and told him what happened, he laughed, to my surprise he came to my house at 9pm that same evening and went on my computer, pulled out his meter, put the fridge into test mode and checked the board, the board was fine! He said the thermistor was bad and told me what part to order and said since the fan had been hitting ice for some time to get a new one of those also. The parts even with a new fan motor assembly where under $150 with shipping next day. My daughter 18 years old changed the parts with my supervision. Now I am being put into collections by sears for the misdiagnosis? I've spoken to their very nasty customer service, faxed a parts list by their request showing that the repair had nothing to do with their 3rd partys diagnosis (Misdiagnosis). They said that they are not charging for the diagnosis, they are charging me for the service call? I said but your people actually the ones you farmed it out to did not know what they where doing and I had to ask them to leave, also the supervisor never bothered to call me.
They said its jusy the way it is! And I have to pay. Then also received the same answer from corporate. The bottom line here is do not buy an appliance from sears because they wont be able to service it. Don't call them for service because they wont be able to repair it. If you do and have a problem god help you dealing with their customer service.

[protected]: my kenmore laundry center 'dies', specifically the dryer. Paid cash for laundry center, purchased 5-2015, $1087.00, also 3 year in home service/repair policy $249.00.

11-9: called sears repair number, I am asked to explain in detail exactly what the problem with the dryer is; I do so letting the rep. know that the dryer is making a terrible noise when I push the 'on' button...perhaps and most likely there is something wrong with the belt...I'm thinking that this info that is requested is to be shared with the repair person so that he or she might have some idea of the parts to have on hand...thought wrong! Sears schedules an appointment for repair to be done for 11-16.

11-16: repairman arrives; takes one look at the laundry center and says: "I only fix ice machines", and out the door he goes..gone in a flash.

11-16: called sears...scheduled a new appointment for repair on 12-9...

12-9: repairman arrives (none of the info from my original call has been shared with him), he makes his diagnosis, determines that three parts are needed...tells me he has ordered them and that the parts will be shipped to my home, leaves service order with me...and tells
me that any repair appointments will be after 12-27.

12-19: called sears to request a tracking number for the parts I have not yet received...I'm told that the parts were never ordered and that they will order them today.

12-23: 2 of 3 parts ordered arrive:...from a sears in citrus hill, California...it is obvious that whomever packaged this order did a very very poor job (I took pics) ...the top of the box was barely secured and all of the protective packaging was tossed inside the dryer drum, leaving it vulnerable to damage (NOT A UPS ISSUE) and of course the dryer drum was damaged and is unusable...

12-23: called sears again...LeAnn in repair dept. (one of many reps I spoke with, and the one and only helpful person) reorders the dryer drum...a repair appt. may still be available for 1-6-17!

...so now I have been waiting since 11-9-16 to have a repair done, I expect it will be at least 2 MONTHS before my dryer is fixed...SHODDY PRODUCTS (just before buying the laundry center, I bought a living room set of recliner/couches...upon delivery I found them to be mismanufactured and broken frame) and ABYSMAL CUSTOMER SERVICE have convinced me, NEVER SHOP AT SEARS AGAIN!

Also, this once respected retailer and my go to for quality products and customer assistance is ruined...SHAME ON YOU, SEARS CORPORATE :(

My "high end" Kenmore Elite refrigerator is only 3 years old and yet I have had to replace the icemaker 6 times during that period. This year alone I have replaced it 3 times.

Does anyone else have this problem? I am sick of constantly calling repair people and paying to repair a refrigerator that is only a few years old

Judy Jones
Scottsdale, AZ

I will never purchase another appliance from sears again. Purchased the 300.00 + service plan. 4 service calls, 2 of which were no call, no shoes. 4 lost days of work. 2 days of family and other serious engagements canceled because of the no show situation. We are now 1 1/2 months with no washer. Tonight was the second of the no-shows and they arbitrarily rescheduled the next service appt for January 11, 2017...which will be approaching two months.

Thanks sears...never again

I have had, and swore by, these vaccumes for years and cleaned houses for 20 years professionally. Within the last 5-10 years I have been so dissapointed by the quality of these vaccumes. The one I own now is only 2 years old and the vaccume head for the carpeting literally disconnects constantly! I can't clean one bedroom without having to reconnect the vaccume head 20-30 times, it drives a person insane. To get them fixed is a headache because the cost of fixing it can almost be as much to buy a new one. I don't even think Sears believes in the quality of its product anymore because if they did they would make sure they would be responsible that a customer is happy with their purchase. In all truth the Sears kenmore canister is junk and this point and I will never buy another vaccume from them again.

I am leading the efforts for a new class action under the provisions of virginia consumer protection act and the magnuson-moss warranty act. Please contact me at [protected]@hotmail.com. Be sure to google clark vs. Lg.

Background:

1) per exhibit a, I purchased a kenmore elite refrigerator, model [protected], on august 13, 2011 with delivery and possession happening in early october. Although the refrigerator was expected for delivery in mid-september, it was just out of manufacturing in august 11 and not available until an adjusted date in late september with delivery actually occurring in october 2011. I was away on the inspector general course at fort belvoir, va until friday, september 30th and took delivery of the refrigerator upon my return.
2) in late august 2016, I contacted sears to fix my refrigerator after already having four other repair calls for similar issues as per exhibit c. I had had continual ice clogging issues since purchase and had lost total ice making capability again, was getting very loud noises again, and an if error code on the front display panel and this amongst other functionality issues with the ice maker and interior compartments of my model. The sears non-warranty customer service line referred me to a blog to try to remedy my issue. When searching if error code, the “experts” suggest I should try to unplug the refrigerator several times to allow it to re-set. [experts never reference any service flash is available nor do they answer direct questions I posed about the if error code] this did not work. I manually defrosted ice accumulations by unplugging the system for 24 hours and balanced out my food so air could flow better as one customer suggested might work. This still did not work, I still had no ice, loud noises and the if error code returned when plugged back in. But I still had refrigeration and freezing capability at the time. As this was a frequent and reoccurring problem and given my history in managing repairs as an officer in the us army for some fairly complex military equipment, I wanted to explore the true problems and root causes with my kenmore product. After being sent all around the world, transferred and dropped, told I am not showing up, and essentially passed off time and time again, I decided enough was enough. On september 6, 2016, I contacted the bbb for help in fixing my “lemon” which lead me to the sears holding corp compliance office. See exhibit f, p. 1-2, for the initial contact.

3) on september 7, I started a long series of emails towards getting repairs thought to finally fix my failing refrigerator. Several appointments were made and cancelled with one finally being scheduled two weeks later.

4) on september 12th, an a&e factory service tech arrived unscheduled and unannounced to so a preliminary review of my issues. I have no record for this visit and am uncertain why this happened.

5) on september 21st, the same technician with id number 0692814 with a&e factory services arrived and:
A. Inspected and defrosted excessive ice both in my freezer compartment on the top right corner and excessive ice on the upper right corner of the evaporator coils in the freezer compartment. He installed a new freezer evaporator fan cover assembly, part number aeb73785615 or item 610b on schematics for my model. (See exhibit d, p. 3-4). This assembly includes a cover assembly sensor, part number acq73244001 or item 610c as seen on the schematics. The technician also performed what compliance calls visual diagnostics on my refrigerator. Compliance indicates that the technician visually found that the defrost sensor was “not working” and adjusted it. The defrost sensor, part number acm73919201, monitors the temperature of the evaporator coil and sends the temperature reading to the electronic control board. After he defrosted the refrigerator, he removed components off the old evaporator cover and placed them on the new evaporator cover and then adjusted the defrost sensor on the coils before replacing the new panel. Compliance indicates I was the one that asked him to move the defrost sensor and indicates that it was “not working” (Exhibit f, pg 39) on september 21. And that when the technician did repairs later on october 6th, “the sensor” was “ still not working” (P.73) or “broken” (Pg 74).
B. The technician informed me that the wrong rail was sent to repair my freezer drawer per a service flash message for my model. My freezer drawer has been frequently popping out of the track and had been repaired once. There is no record that sears repaired or attempted to repair my freezer drawer per the service flash. I was only informed that the wrong part was sent. Compliance indicates the service was completed.
C. Your technician again left without leaving a service report but left a napkin with two part numbers as the record of the service call (See exhibit d, p.1). As he suggests other service technicians are sometime not ethical, he asked if I kept all my old parts and I informed him we did. I informed the technician that we would need to keep all the old parts needing replacement as I have done in the past. He left the old evaporator fan cover assembly panel, the parts wrappers, only the cover to the cover assembly sensor that snaps into the panel but the actual sensor removed. He did not leave the old tray drain or the refrigerator ice room fan motor bracket. The assembly parts are shown on exhibit d, p.3 and described on p.18 by the sears parts department chat line. I cannot verify now that these were replaced or if he just repurposed the old parts and kept new parts for his van bench stock.
6) on september 23, I emailed ethel graham at sears home services escalation department to let her know that I had now lost my freezer and my frozen products were all defrosting. We spoke and in being very frustrated at still not having a working refrigerator and in losing my food products, she said she would put her best person on it. I received a service appointment for october 6th. I also learn that it is apparently sears’ policy not to suggest needed repairs even if visually noticed and not in scope with the purpose of the scheduled visit. So bottomline, on september 21 and as described by corporate officials, sears purposely left my home with an understanding that there were other problems with my refrigerator that may not make it fully operational.
7) on september 27th, sears compliance and I exchanged a series of emails on why sequential repairs were being done and sears’ response was “when our technician was at your home he serviced the refrigerator per the 1f error code you were getting, as he was instructed to do, we did not ask him to run a full diagnostic nor did I agree to cover the cost of a full diagnostic. ” sears later states regarding the future repair on 6 october, “i have instructed our service tech to run a full diagnostic on the refrigerator to see if there are any underlying issues not related to the service done on the 1f error code. He has been instructed to not perform any repairs not related to the 1f error code unless you agree to pay for the service. ” compliance later states regarding the service done on 21 september, “i am aware that our technician, at your request did repairs that were not regarding the 1f error code. This is why he has been told to only access the refrigerator and not do any repairs that are not related to the 1f error code unless you pay for it. ” so in other words, the technician that arrived on 21 september was just supposed to install the evaporator cover assembly but notices what is described as a “bad” sensor but then allegedly only moves the defrost sensor because I allegedly asked him to do it against his instructions and without any bill, charge or estimate provided to me.
8) this part replacement did not cure the system but makes it worse. A series of emails ensued about why sequential maintenance is being done. Exhibit f, p.11 indicates that we will come “back out” to see what the “next steps” are and “what’s going on” to repair my refrigerator. I am also very curious about the service flashes.In trying to understand the history this service message, I learn of class action law suit for this same problem that I qualified for as a potential claimant for a defective product. No one at sears or lg contacted me about my defective product. (See exhibit f, p.35) and other legal records as sent). I am now very aware of the nature of the service flash required to cure defects found in “old models” of my refrigerator.
9) after escalating disputes on how unpragmatic sears’ policy is and about my food storage concerns, on october 6th, tech number 0867366, arrives to do “full diagnostics” per exhibit f, p. 27 and we discuss the history of my problems. A partial transcript of the service call video and conversation is at exhibit h.
A. I ask the service tech to do a full assessment as to how a history of ice accumulations have potentially damaged my refrigerator and to determine why things still do not work. On a video recording of the event, I asked him to finally get to the bottom of why my refrigerator is still not working. He takes a temperature reading and said he would check the sensors. He chisels away ice accumulating on the top right back panel of my freezer compartment so he can pulls out the back panel recently replaced. I fully examine the freezer compartment when he leaves to get panels to place under the wheels. The coils have massive ice accumulated solely in the right top corner of the evaporator coil. The exposed evaporator coils are exactly like the photo taken of my refrigerator freezer compartment at a later date as shown at exhibit d, p.5. It is caked thick with ice predominately around the opening to the coils and along the first run of the evaporator coils. When he returns, he rolls the refrigerator away from the wall and removes the panel to the back electronic control board. He informs me I still have a water leak and turns off the valve. He then returns to the evaporator fan cover assembly sitting on my island right in front of me. He phones into sears tech support. He states, “it’s not the defrost sensor. There is no ice around the heater so it’s working. ” he also tells tech support that the “sensor is brand new, it was just installed. I don’t understand. This is weird. ” he proceeds to run diagnostics on the cover assembly sensor with his probes touching the cover assembly sensor on the assembly board with his diagnostic tools and tells tech support it is definitely not working. He continues to defrost the back of the freezer compartment and before he replaces the evaporator fan cover assembly, he snaps the cover assembly sensor out of the cover assembly panel and shows me the part. He said this was the part needed. I examine it to see if ice may have damaged the part. There are visible crimps in the wire. We pass the part back and forth. The tech then examines the part and tries to see if the crimped area has any wires exposed. I am skeptical that ice accumulation that formed around where that sensor was located may have damaged the sensor. We debate that this failure is part of the service flash repair. The technicians indicates I will need to pay for the cover assembly sensor and does nothing further to examine my refrigerator.
B. I called ethel graham and relayed what was going on. She asked me if the tech had given me the part number yet and I said no. She asked to talk with the service tech and they talked in private out in the technician’s van. The service tech hung up with ethel and came back inside and handed me my phone and said I would need to pay for a new cover assembly sensor. I did not agree. He proceeded to call jeremy and he put me on the phone with jeremy, the tech manager. He was made aware that I did not think I owed sears any more money for this defective product but was willing to work out the costs with compliance later after a repair had been done if he was willing to get the needed repair done before guest arrived on the 15th. He started floating dates around and said maybe on the 13th. I had an understanding that there may be a chance to get the repair part off another van as the tech had indicated and then get “worked in” as the tech described before guests arrived on the 15th. After the call ended, I asked the tech to put the old cover assembly sensor back on the evaporator fan cover assembly. He reluctantly snapped it back on and at that point. The “defective” part was still in place. But then after we hung up, the tech manager (Jeremy) texted the service tech and told him to say this on the ticket handed to me, “this call is handle bay [sic] the tm jeremy gillespie. ” I was not asked for payment or asked to sign anything. The tech just handed me the sears home services receipt. (Exhibit c, p.12) the receipt states, “this repair is valued at $209.00. This service is performed at no charge. ” the tech put the evaporator cover assembly panel back on the freezer compartment, packed up and left.

10) i contact ethel graham on monday, october 10th about getting worked in. She informed the service call was cancelled as jeremy stated I refused to pay. I am crying emphatically to her that this is not true and I am physically wrenching with digust and loathing about what had just transpired. The truth is that I agreed to pay if they could “work me in” before guests arrived. Ethel said she would see what she could do. But when it came down to a response form compliance on the matter, my side of the story had fallen on deaf ears. So I was essentially on my own to try to get my refrigerator repaired before guests were arriving on october 15. Using sears part services and chat sessions, I was able to locate the part the service technician and I were handling. A cover assembly sensor was placed on order (Exhibit d, p. 14-16) and I had made arrangements to have another service company install the part.
11) on october 17, 2016, another appliance repair company installed the cover assembly sensor (Exhibit c, p. 13). They also noted that the ice patterns indicate that there may be a sealed system leak. And after two days and as they suspected, I still did not have a refrigerator that worked and made another appointment with sears home services for specialized diagnostics for november 4, 2016. (Exhibit f, p. 37). I now also have learned that the cover assembly sensor is a component of the freezer evaporator fan cover assembly just replace. I start a new line of communications about repairs that should be done under the 90 parts and labor warranty.
12) i again have become quite disturbed when I learn that the cover assembly sensor is part of the evaporator fan cover assembly (See exhibit d, p. 3-4) that was just replaced. Clearly the diagnosis communicated to me should have been honored as a replacement on the 90 day part and labor warranty (Exhibit b, p.2). Vanessa steele declines that I am entitled to any warranty work and alludes to “the sensor” that I need is the one the technician moved on 21 september (Exhibit f, pg. 39) called a defrost sensor. The defrost sensor is shown at exhibit d, p. 13. It has sensors that do sit on the coil near the evaporator heater that can easily be adjusted. As the sears technician indicates in exhibit h, the defrost sensor was working on october 6th as there was no ice on the defrost heater (The lower portion of the coils) to give any visual indication of any problem with the defrost sensor. The defrost sensor looks nothing like the assembly cover sensor. It is clear to me that sears is now just back pedaling in trying to find any story that fits a scenario in which I must pay for sequential maintenance or as sears refers to it as “the next step. ” this sensor required is heavily debated with compliance but even when asked repeatedly, compliance never talks in any specifics about what sensor is needed. And now compliance recants that full diagnostics were ever done contrary to what the technician was instructed to do when the october 6 appointment was established. Compliance now states he was only there to “confirm what the other technician did. ” (See exhibit f, p. 38-40) bottom line - - the video recording is pretty indisputable that I was told that I needed an assembly cover sensor. The assembly cover sensor is a part that comes with the new evaporator fan cover assembly just replaced on september 21. If the assembly cover sensor that is on the assembly installed by a sears service technician on 21 september and is found not working on october 6th as verified by another sears service technician, replacement of that part is covered and should be honored. This is why sears elects not document the service call on october 6th. Compliance does however agree to send another technician out to confirm what two others have had an opportunity to do and to again “run full diagnostics. ” it then become heavily debated about what full and partial diagnostics are and when a $99 diagnostics fee should be charge. And why if I asked for full diagnostics to finally fix my refrigerator (Exhibit h) , why partial diagnostics were allegedly done? Having managed maintenance and our military technicians, I went on a quest to find the sears standard for running diagnostic only to find through other previously employed tech managers, there aren’t any standards. (Exhibit d, p 20-36). And then on p. 37-38, sears home service chat services indicate that technicians are supposed to diagnosis the entire refrigerator and then provide estimates for repair.
13) on monday, october 31st, sears cancels my service schedule for november 4 (Exhibit e, p. 13) as well as any future service request only indicating that I owe them money but presents no bills and no solutions to remedy. (Exhibit f, pg. 110)
14) on the same day and for an extra rush labor fee, I was able to get one of the best lg certified technicians in the area (See article in richmond magazine) to come run full diagnostics and perhaps fix my system that has been non-operational since mid-august. I was just so emotionally drained when sears shut the door on me again. It was found that there is indeed a “very obvious” leak in my coils from just visual diagnostics. And that both sensors in the freezer compartment cannot “do their jobs” if low on freon. See exhibit d, p.5-11 as a visual of both the evaporation coil in my freezer compartment and examples of coils that have a leak. The technician indicates that sears must perform the test to confirm the leak. He indicates that on september 21, I must have had a “fairly significant” leak of freon when the refrigerator was defrosted causing the system to run significantly warmer thus explaining the subsequent 15 degree jump in both cooling and freezing temperatures after the 21 september service call. A defective sealed refrigerant leak is covered under a five year warranty (Exhibit b, p. 1). I did not receive delivery of my refrigerator until early october 2011 due to demands, a backlog in production and my availability.
I have made several attempts to use sears home services to repair my defective product without success and make the following allegations:

1) on 21 september, sears fails to cure a defective product and provide a serviceable assembly cover sensor under sears service flash (Sf) 46-544r1 declared as a free of charge service to customers. This sf is a result of clark v. Lg electronics, usa, inc, case no: 3:13-cv0485-jm-jma class action lawsuit that clearly establishes that my model has existing manufacture defects.
1) on 21 september, sears purposely does not install new component parts under sf 46-544r1 and thus does not leave all used component parts for inspection and verification of replacement as requested.
2) on 21 september, sears purposely leaves my property without providing a signed record of diagnostics, services performed or parts replaced as to not create an audit trail or service record.
3) on 21 september, sears fails to comply with service standards promoted on websites (Exhibit b, p. 4, 6, and 12) by purposely ignoring visual diagnostics of parts “not working” in order to conduct sequential maintenance to increase revenue for sears, additional costs and loss of use for customers and subsequently the time to repair products.
4) on 6 october, that a sears technician diagnoses a faulty cover assembly sensor, a component part of a recently installed assembly replaced under sf 46-544r1, found during “full diagnostics. ” but then all levels of management fraudulently determine that the cover assembly sensor shown to me as required to restore use of my refrigerator only ever described as “the sensor” by sears should not be covered under the 90 day parts and labor warranty. This in hopes that the consumer may not be able to piece the component part listings together.
5) on october 6th, presents fraudulent billing verbally but when contested, does not present the same written diagnosis or billing. Then proceeds to cancel future service requests to repair the refrigerator be guest arrive allegedly for failure to pay. I was verbally assessed a $99 diagnostic fee standard to all calls in this area and provided an estimate for parts replacement for a faulty cover assembly sensor. The technician, as coached by the tech manager, purposely leaves without providing a record of diagnostics, the part needing to be replaced, or any costs still payable. Even after a $99 diagnostics fee was requested at the end of the service call, management later asserts that diagnostics were not done further promoting a policy of sequential diagnosis and repairs to increase costs to the customer, the length of time to restore serviceability to the customer and in an act that should be considered fraudulent billing.
6) sears refuses to produce a bill for services “still owed” or any diagnostic service records for the service that occurred on 6 october 2016. An actual bill would be fraudulent either for 1) services that did not occur (Was it full or partial diagnostics?) 2) for parts that were not identified as required (The service call is on video and can be proven) or 3) if truthful, for part requirement that should be addressed as part of sf 46-544r1, a free service still falling under a 90 day guarantee.
7) that sears elects to cancel any further servicing for a 90 parts and labor warranty service and suggests that if any other measures are taken to restore the appliance due to their cancelation elections, that their 90 day guarantee is now void, having never successfully applied a functioning part under sf 46-544r1.
8) sears ethics and compliance officials purposely use loosely defined terminology such as “full diagnostics”, “sensor”, “error code repairs” in describing work to be done then elects to not describe what they mean in any technical description leaving it subjective and open to interpretation as the situation dictates.
9) that sears ethics and compliance officials berate me for not having used their “expert” technicians for previous non-warranty repairs then provides one of the longest non-functioning service histories for an appliance any customer should need to endure. Then after not even curing the problems, suggests I should use other service technicians to complete repairs to correct problems associated under sf 46-544r1, a message released to correct a whole slew of defects, design flaws and “issues” for my model and as identified in clark vs. Lg electronics usa, inc.
10) that sears purposely misdiagnoses defects, purposely stretches the timeline for repairs using unwarranted cancelations, loosely throws around definitions of diagnostics that even when promised are allegedly not done, and promotes use of other appliance repair servicers to fix my refrigerator to avoid what is described as a “very obvious” repair [or replacement] for a defective sealed refrigerant system.
11) that my particular model has suffered a significant “manifestation of issues” due to a long history of proven material defects as described in clark v. Lg. And that the current refrigerant leak has manifested as a direct result of sears not doing their due diligence in providing my purchase information to third party administrators appointed to notify potential class action claimants as an agreed upon in terms of settlement and as ordered by a federal judge.
12) that in accordance with sears policy, food loses are covered while products are under warranty but then avoids addressing formal complaints presented or even formally responding to any claims for ongoing warranty work (Exhibit g). Then, without ever having reviewed all information that can be made available to them, dismisses any and all claims presented, even when other out of warranty claimants in the class action suit were provide both speedy repairs upon request and the right to claims repair history and food loss due to the known material defects of my product.
13) i assert that a) having already gone through the sears claim denial process before and having successfully won a previous defective product claim through the states attorney general’s office and b) knowledge of other such practices as posted on blogs, websites, previous sears employees posts, and other claimants about how sears handles claims, I conclude it is just a standard practice for sears to just deny claims regardless of information available. That my loss of use, food spoilage, and all the stress and anguished caused by the hand of sears, their policies, and service quality is purposeful and deliberate. That even after a long history of failures on this model due to manufacture defect, sears continues to add insult to injury.

I believe that these acts and practices to be both blameworthy and unlawful. I hereby file claim as follows:

1) $300 – reimbursement for damages and associated cost for other repairs, other diagnostics when services were cancelled by sears, including costs for diagnostics, parts, and labor, and the costs associated to administer this action.
2) $900 - for accumulated costs for lost and spoiled food, ice, and increased dining out/take out costs per 3 incidents of disrepair/loss of use due undisclosed known material defects.
3) repair or replacement of my kenmore elite refrigerator still under manufacture warranty in 15 days or less or $1, 500 credit as offered to other claimants in the class action.
4) prior repairs totaling $850 for failing to include me on the list of eligible kenmore product owners to receive the federally mandated notice of pendency and proposed settlement of class action. My sales information was still “in the system” when I contacted sears compliance for help and in my stuff (Exhibit a, p. 1-3) that was still “in the system” as pulled up and printed on 11/1/2016 as shown and where sears promotes storage of product information as being “secure. ” since I have identified that my refrigerator purchase was still showing up “in the system” to sears, it has now been purged from my stuff. And given that your “experts” failed to reply to recent questions I posed about dealing with the if error code for my model, that sears has blocked my ability to chat or post to their sites. And that if you google the refrigerator model and error code, that you will find that there are many other sites that still have consumers still confused on how to fix the if error code that apparently did not “get the memo” either. (Exhibit i)

There have been many opportunities for sears to examine and provide repair suggestions so that I could have a functional appliance in any reasonable and pragmatic scale and with any standards of excellence in iso 9002 in their conduct of diagnostic accuracy. Having worked as a maintenance officer in the defense industry managing repairs for fairly complex equipment, having served previously as a unit management control and compliance officer, having served as an article 32 investigation officer and in serving three years as an inspector general, and finally as a professional investigator, I find sears to be one of the most insincere and unethical organizations I have ever had the displeasure of doing business with. They have lied to me, the bbb. And will do the same to the states attorney general and to a judge I am sure.

I originally purchased a Kenmore washing machine from sears.com on nov 24, 2016 for 475.06 order number [protected]. The machine was delived 112616 (hours late). It did not work properly so i called to exchange the item 12516. Sears was not able to find the item I wanted to exchange for. They processed a refund on 12/816 but then CHARGED IT BACK on 12916 for 475.06 saying it was suppose to be an exchange.
At this pount, they still were unable to find the washer that I was exchanging for so i cancelled the whole order on 12916. They picked up the washer on 121316 from my home. I still have not been able to get a refund from this washer. I was sent an email on 122516 saying that I had been refunded my money to the account on 12816. This was the original refund but they failed to refund me back my money after they recharged me for the washer. On 122716 I again checked my bank account and the money has still not been refunded and the agent tried to deny that I had been recharged: employee number 901173 (robert). I told him that I have a bank statement to prove it. Sears then called me back later that evening on 122716 finding that I had in fact been charged twice and sent an email saying I still have to wait another 3-5 business days to process a refund.
This whole experience has been absolutely awful. I will never shop at Sears again and every major appliance in my house had been a Kenmore. I can not believe that this company has given me such a hard time getting my money back which I have yet to have refunded into my accout.
disgusted customer
Senora

I ordered an Espresso Dorel twin over full bunk bed from Sears on line 12/14 and when I went to pick it up 12/22 at the pick up area of Sears Concord, NC store, they tried giving me a blue toddler bed. Customer Service told me that they have no control over warehouse and that the item is not available. I wanted it for Christmas and all I was offered was $10 credit to cover me returning the wrong item. They didn't even offer something comparable. The worst customer service ever!

- date: dec 13th, 2016

- location: oakton, va, at a house that I purchased the day before.

- duct cleaning invoice: 405684

- summary of what happened:
(1) told that hvac a-coil is rusted and has mold; repairing it will cost $6000
(2) showed me a picture of "field controls uv aire" system and installed two uv-lights for $1400 to keep hvac dry and mold free. Later found that each light costs less than $180.
(3) the most serious problem of all is that the install uv-lights are not even field controls uv aire. See attached images.
(4) call customer service multiple times right after I found these out and they told me that it is impossible to return and refund. Simply because that is their policy.

- desirable resolution: return and refund

- details on what happened:

Sears duct cleaners came on dec 13th, 2016 to my new house that I just purchased the day before. I have not yet had internet access in the house at the time, otherwise I would search online before I make the decision. Apparently I am not the only victim of scam like this (See links below).

Upon their arrival, one of them opened the hvac (Heat pump) and told me that its a-coil is rusted and has mold. Repairing the a-coil will cost me $6000.In addition, he also told me that the return duct is very dirty while the outgoing duct is clean, so, apparently, dust is all trapped inside the heat pump because of the rusted a-coil. He also said that the air flow must be weak in the house because due to the same reason. I have no idea of knowing this because I have not lived in the house yet.

He then told me that, since the duct is clean, it is a waste of my money to clean the duct. He would waive the duct cleaning fee (As the other workers had already started cleaning the duct) and offered me three options:
(1) remove the rust in a-coil and hvac for $695 (But told me that it will rust again in 3 months and mentioned again that it will cost $6000 for replace a-coil)
(2) install a uv light to keep a-coil from rusted + option (1) for 1, 495
(3) and install two uv lights to remove mold and keep a-coil dry + option (2) for $2, 100

He showed me the images of "field controls uv aire" system (See attached photos) and I went for option (3) to have two uv lights installed to make sure that my new house is free of rust and mold. Only later I found that the lights installed are not the same as those in the images that he showed me. The lights installed are from an unknown brand that I cannot find online. Besides, field controls uv aire is only $180 per unit. I am charged for $700. This is clearly a rip off. I was charged for $1400 for a pair of lights (Unknown brand) that costs less than $400.

After finding these out, I called the local sear service, I was told that I cannot return the units simply because this is their policy. I was even put on hold by the representative for a long time without response and eventually had to hang up the phone.

The duct cleaning guy specially told me that he can be reached directly by the phone number that he wrote on the invoice [protected]) , which I found out quickly is a lie.

The duct cleaning guy also wrote on the invoice that "all goods are final sale" which was never told verbally to me before I signed. The local representative insisted that I should have been told that this is the case.

After I had internet installed in the house, I found multiple posts that share very similar experiences. I was also unable to confirm what the cleaner asserted that the uv light can keep the a-coil dry and rust free. I do not understand a company like sears can allow this kind of unethical behavior from their contract workers.

Links to similar incidents:
Https://goo. Gl/uk0uyf
Https://goo. Gl/7upzlr
Https://goo. Gl/d6srwd

It is unclear if they ever got their problems resolved but I will fight until I get my refund.

Your store man Manager Henry sold me 4 tires and an alignment, the tires he sold me were 1 from 2014 1 from 2015 and 2 from 2016 . I just got them in August of 2016 I guess your managers sell whatever they grab. My steering wheel was bouncing, Henry said it was the alignment and I needed new tires I didn't even have allot of miles on the tires I had already purchased so he went through my road hazard and replaced the front tires with rejects. The tires do not hold the poundage they are suppose to per KIA and TIRE KINGDOM and the tires have RIVIOTS in two of them
I called in and MIKE told me to bring car in, all he said he could do was to rotate my tires, now the back of my car shimmys
Why were the tires just not replaced he agreed that they were bad tires and said Henry up the cheapest tire your store sells on my car. My car has approx. 6k miles on it and the tires were bad. He blamed it on my struts, struts do not cause riviots in tires and there was no wear on either side of the tires.
SO he wanted me to pay road hazard and get replacement, WHY SHOULD I HAVE TO PAY AGAIN FOR TIRES WHEN YOU SOLD ME FAULTY TIRES TO BEGIN WITH, I AM TURING YOU INTO THE BETTER BUSINESS BUREAU AND LOCAL NEWS TROUBLE SHOOTER IF YOU DO NOT REPLACE MY TIRES AT YOUR COST.

Ordered a Christmas present, got email confirmation and date it would arrive at store. That day went to store and no item. Waited a week and still nothing. Cslled and they told me to wait 24 hiurs for an email.
I never received and called again my order was mysteriously cancelled and said no refund. i asked for supervisor and finally was told a refund would be issued by weekend. No refund and now no Christmas present
Bad service!

If zero was applicable I would give zero for customer service and training stuff! Just come to sears in leominster at 100 commercial rd # 10, leominster, ma 01453 to buy $2.250.00 in gift cards. Got a cashier on tools department named luiz, that walked around for over 15 minutes totally lost, finally after so much waiting another cashier that was available decided to help, his name tag says that his name is santiago. For my shocking surprise another 20 minutes, I showed two forms of id four times! Manager or supervisor I am not sure because he never identified him self. Rude, very rude, once more I showed my id, my credit card that says that I am a loyal customer since 2001! Without asking how I would pay, cash or credit, the same invited me to split my purchase in 3 days and thru this holiday busy schedule, my only option was to return on the next day and day after to buy in cash the amount that I wanted. Ridiculous treatment, ridiculous customer service. Terrible crew training. Of course, I left and they got nothing from me, and when I said, to the "manager-supervisor"that he lost his sales, his careless comment invited me to never return there! What is the point of offer a gift card to sell? Ridiculous! Zero stars is my review!

Washer and dryer were replaced (after 10 years of constant repairs) under lemon law. While waiting for this to take place my warranty was about to expire again. Fearing they would use it as a reason not to go forward with the replacement, I renewed. the warranty. The new units came with a 1 year manufacturers warranty. Called to have the new extended warranty date to start after the manufacturers warranty expires because the units were replaced under the now expired one. Was told that they must run together. meaning that the brand new warranty, that was just purchased really has no value as it duplicates the free one year warranty.

I hired sears home maintenance for a snow blower maintenance service. It was to include:check ignition system, carburetor, throttle, and choke controls. Clean engine cooling fins. Change oil. Check manual starter and electric starter if so equipped. Replace spark plug. Lubricate moving parts: pivot points, cables, auger shaft, and drive plate zerk. Lubricate, inspect, and adjust drive belts and/or chains as applicabletest overall operation of equipment and ensure that all safety features are fully operational at the time of service. Oil is included. Replacement parts, repair service, labor for repairs and tax are additional.
Thew tech arrived and said he would only replace the spark plug and change oil. He refused to do any other prescribed work. He said this is all he does. He also would not honor sears offer as per website. Do not use sears as they are ripping people off.

I went to Sears looking for a lawnmower and was short on money. The salesman at Sears told me about Why not lease it. He said for a 326.00 lawnmower all I had to do is make a 60.00 down payment and have four payments left for 60.00 each and then I could buy it outright for 79.00. I thought that was a good deal and signed the piece of register tape the man handed me and took my lawnmower home. Four months later I called why not lease it and told them I wanted to pay the 79.00 to pay off the lease. I'm told then that to pay off the lease it would be 278.00. I was mislead by Sears and both Sears and why not lease it are the two biggest scam teams I have ever crossed paths with. I will never walk into another Sears store again.

1) Per Exhibit A, I purchased a Kenmore Elite Refrigerator, Model [protected], on August 13, 2011 with delivery and possession happening in early October. Although the refrigerator was expected for delivery in mid-September, it was just out of manufacturing in August 11 and not available until an adjusted date in late September with delivery actually occurring in October 2011. I was away on the Inspector General Course at Fort Belvoir, VA until Friday, September 30th and took delivery of the refrigerator upon my return.
2) In late August 2016, I contacted Sears to fix my refrigerator after already having four other repair calls for similar issues as per Exhibit C. I had had continual ice clogging issues since purchase and had lost total ice making capability again, was getting very loud noises again, and an IF Error Code on the front display panel and this amongst other functionality issues with the ice maker and interior compartments of my model. The Sears non-warranty customer service line referred me to a blog to try to remedy my issue. When searching IF Error code, the “experts” suggest I should try to unplug the refrigerator several times to allow it to re-set. [Experts never reference any Service Flash is available nor do they answer direct questions I posed about the IF Error Code] This did not work. I manually defrosted ice accumulations by unplugging the system for 24 hours and balanced out my food so air could flow better as one customer suggested might work. This still did not work, I still had no ice, loud noises and the IF Error code returned when plugged back in. But I still had refrigeration and freezing capability at the time. As this was a frequent and reoccurring problem and given my history in managing repairs as an Officer in the US Army for some fairly complex military equipment, I wanted to explore the true problems and root causes with my Kenmore product. After being sent all around the world, transferred and dropped, told I am not showing up, and essentially passed off time and time again, I decided enough was enough. On September 6, 2016, I contacted the BBB for help in fixing my “lemon” which lead me to the Sears Holding Corp Compliance Office. See Exhibit F, p. 1-2, for the initial contact.

3) On September 7, I started a long series of emails towards getting repairs thought to finally fix my failing refrigerator. Several appointments were made and cancelled with one finally being scheduled two weeks later.

4) On September 12th, an A&E Factory Service Tech arrived unscheduled and unannounced to so a preliminary review of my issues. I have no record for this visit and am uncertain why this happened.

5) On September 21st, the same technician with ID Number 0692814 with A&E Factory Services arrived and:
a. Inspected and defrosted excessive ice both in my freezer compartment on the top right corner and excessive ice on the upper right corner of the evaporator coils in the freezer compartment. He installed a new Freezer Evaporator Fan Cover Assembly, Part Number AEB73785615 or Item 610B on Schematics for my model. (See Exhibit D, p. 3-4). This Assembly includes a Cover Assembly Sensor, Part Number ACQ73244001 or item 610C as seen on the Schematics. The technician also performed what Compliance calls visual diagnostics on my refrigerator. Compliance indicates that the technician visually found that the defrost sensor was “not working” and adjusted it. The Defrost sensor, Part Number ACM73919201, monitors the temperature of the evaporator coil and sends the temperature reading to the electronic control board. After he defrosted the refrigerator, he removed components off the old Evaporator Cover and placed them on the new Evaporator Cover and then adjusted the defrost sensor on the coils before replacing the new panel. Compliance indicates I was the one that asked him to move the defrost sensor and indicates that it was “not working” (Exhibit F, pg 39) on September 21. And that when the technician did repairs later on October 6th, “the sensor” was “ still not working”(p.73) or “broken” (pg 74).
b. The technician informed me that the wrong rail was sent to repair my freezer drawer per a Service Flash message for my model. My freezer drawer has been frequently popping out of the track and had been repaired once. There is no record that Sears repaired or attempted to repair my freezer drawer per the service flash. I was only informed that the wrong part was sent. Compliance indicates the service was completed.
c. Your technician again left without leaving a service report but left a napkin with two part numbers as the record of the service call (See Exhibit D, p.1). As he suggests other service technicians are sometime not ethical, he asked if I kept all my old parts and I informed him we did. I informed the technician that we would need to keep all the old parts needing replacement as I have done in the past. He left the old Evaporator Fan Cover Assembly Panel, the parts wrappers, only the cover to the cover assembly sensor that snaps into the panel but the actual sensor removed. He did not leave the old tray drain or the refrigerator ice room fan motor bracket. The assembly parts are shown on Exhibit D, p.3 and described on p.18 by the Sears Parts department chat line. I cannot verify now that these were replaced or if he just repurposed the old parts and kept new parts for his van bench stock.
6) On September 23, I emailed Ethel Graham at Sears Home Services Escalation Department to let her know that I had now lost my freezer and my frozen products were all defrosting. We spoke and in being very frustrated at still not having a working refrigerator and in losing my food products, she said she would put her best person on it. I received a service appointment for October 6th. I also learn that it is apparently Sears’ policy not to suggest needed repairs even if visually noticed and not in scope with the purpose of the scheduled visit. So bottomline, on September 21 and as described by corporate officials, Sears purposely left my home with an understanding that there were other problems with my refrigerator that may not make it fully operational.
7) On September 27th, Sears Compliance and I exchanged a series of emails on why sequential repairs were being done and Sears’ response was “when our technician was at your home he serviced the refrigerator per the 1F error code you were getting, as he was instructed to do, we did not ask him to run a full diagnostic nor did I agree to cover the cost of a full diagnostic.” Sears later states regarding the future repair on 6 October, “I have instructed our service tech to run a full diagnostic on the refrigerator to see if there are any underlying issues not related to the service done on the 1F error code. He has been instructed to NOT perform any repairs not related to the 1F error code unless you agree to pay for the service.” Compliance later states regarding the service done on 21 September, “I am aware that our technician, at your request did repairs that were not regarding the 1F error code. This is why he has been told to only access the refrigerator and not do any repairs that are not related to the 1F error code unless you pay for it.” So in other words, the technician that arrived on 21 September was just supposed to install the Evaporator Cover Assembly but notices what is described as a “bad” sensor but then allegedly only moves the defrost sensor because I allegedly asked him to do it against his instructions and without any bill, charge or estimate provided to me.
8) This part replacement did not cure the system but makes it worse. A series of emails ensued about why sequential maintenance is being done. Exhibit F, p.11 indicates that we will come “back out” to see what the “next steps” are and “what’s going on” to repair my refrigerator. I am also very curious about the service flashes. In trying to understand the history this service message, I learn of Class Action Law suit for this same problem that I qualified for as a potential claimant for a defective product. No one at Sears or LG contacted me about my defective product. (See Exhibit F, p.35) and Other Legal Records as sent). I am now very aware of the nature of the Service Flash required to cure defects found in “old models” of my refrigerator.
9) After escalating disputes on how unpragmatic Sears’ policy is and about my food storage concerns, on October 6th, Tech Number 0867366, arrives to do “full diagnostics” per Exhibit F, p. 27 and we discuss the history of my problems. A partial transcript of the service call video and conversation is at Exhibit H.
a. I ask the service tech to do a full assessment as to how a history of ice accumulations have potentially damaged my refrigerator and to determine why things still do not work. On a video recording of the event, I asked him to finally get to the bottom of why my refrigerator is still not working. He takes a temperature reading and said he would check the sensors. He chisels away ice accumulating on the top right back panel of my freezer compartment so he can pulls out the back panel recently replaced. I fully examine the freezer compartment when he leaves to get panels to place under the wheels. The coils have massive ice accumulated solely in the right top corner of the evaporator coil. The exposed evaporator coils are exactly like the photo taken of my refrigerator freezer compartment at a later date as shown at Exhibit D, p.5. It is caked thick with ice predominately around the opening to the coils and along the first run of the evaporator coils. When he returns, he rolls the refrigerator away from the wall and removes the panel to the back electronic control board. He informs me I still have a water leak and turns off the valve. He then returns to the Evaporator Fan Cover Assembly sitting on my island right in front of me. He phones into Sears Tech Support. He states, “It’s not the defrost sensor. There is no ice around the heater so it’s working.” He also tells tech support that the “sensor is brand new, it was just installed. I don’t understand. This is weird.” He proceeds to run diagnostics on the Cover Assembly Sensor with his probes touching the cover assembly sensor on the assembly board with his diagnostic tools and tells tech support it is definitely not working. He continues to defrost the back of the freezer compartment and before he replaces the Evaporator Fan Cover Assembly, he snaps the Cover Assembly Sensor out of the Cover Assembly panel and shows me the part. He said this was the part needed. I examine it to see if ice may have damaged the part. There are visible crimps in the wire. We pass the part back and forth. The tech then examines the part and tries to see if the crimped area has any wires exposed. I am skeptical that ice accumulation that formed around where that sensor was located may have damaged the sensor. We debate that this failure is part of the Service Flash repair. The technicians indicates I will need to pay for the cover assembly sensor and does nothing further to examine my refrigerator.
b. I called Ethel Graham and relayed what was going on. She asked me if the tech had given me the part number yet and I said no. She asked to talk with the service tech and they talked in private out in the technician’s van. The service tech hung up with Ethel and came back inside and handed me my phone and said I would need to pay for a new cover assembly sensor. I did not agree. He proceeded to call Jeremy and he put me on the phone with Jeremy, the Tech Manager. He was made aware that I did not think I owed Sears any more money for this defective product but was willing to work out the costs with Compliance later after a repair had been done if he was willing to get the needed repair done before guest arrived on the 15th. He started floating dates around and said maybe on the 13th. I had an understanding that there may be a chance to get the repair part off another van as the tech had indicated and then get “worked in” as the tech described before guests arrived on the 15th. After the call ended, I asked the tech to put the old cover assembly sensor back on the Evaporator Fan Cover Assembly. He reluctantly snapped it back on and at that point. The “defective” part was still in place. But then after we hung up, the Tech Manager (Jeremy) texted the service tech and told him to say this on the ticket handed to me, “This call is handle bay [sic]the TM Jeremy Gillespie.” I was not asked for payment or asked to sign anything. The tech just handed me the Sears Home Services receipt. (Exhibit C, p.12) The receipt states, “This repair is valued at $209.00. This Service is performed at No Charge.” The tech put the evaporator cover assembly panel back on the freezer compartment, packed up and left.

10) I contact Ethel Graham on Monday, October 10th about getting worked in. She informed the service call was cancelled as Jeremy stated I refused to pay. I am crying emphatically to her that this is not true and I am physically wrenching with digust and loathing about what had just transpired. The truth is that I agreed to pay if they could “work me in” before guests arrived. Ethel said she would see what she could do. But when it came down to a response form Compliance on the matter, my side of the story had fallen on deaf ears. So I was essentially on my own to try to get my refrigerator repaired before guests were arriving on October 15. Using Sears Part services and chat sessions, I was able to locate the part the service technician and I were handling. A cover assembly sensor was placed on order (Exhibit D, p. 14-16) and I had made arrangements to have another service company install the part.
11) On October 17, 2016, another appliance repair company installed the Cover Assembly Sensor (Exhibit C, p. 13). They also noted that the ice patterns indicate that there may be a sealed system leak. And after two days and as they suspected, I still did not have a refrigerator that worked and made another appointment with Sears Home Services for specialized diagnostics for November 4, 2016. (Exhibit F, p. 37). I now also have learned that the Cover Assembly Sensor is a component of the Freezer Evaporator Fan Cover Assembly just replace. I start a new line of communications about repairs that should be done under the 90 parts and labor warranty.
12) I again have become quite disturbed when I learn that the Cover Assembly Sensor is part of the Evaporator Fan Cover Assembly (see Exhibit D, p. 3-4) that was just replaced. Clearly the diagnosis communicated to me should have been honored as a replacement on the 90 day part and labor warranty (Exhibit B, p.2). Vanessa Steele declines that I am entitled to any warranty work and alludes to “the sensor” that I need is the one the technician moved on 21 September (Exhibit F, pg. 39) called a defrost sensor. The defrost sensor is shown at Exhibit D, p. 13. It has sensors that do sit on the coil near the evaporator heater that can easily be adjusted. As the Sears technician indicates in Exhibit H, the defrost sensor was working on October 6th as there was no ice on the defrost heater (the lower portion of the coils) to give any visual indication of any problem with the defrost sensor. The defrost sensor looks nothing like the Assembly Cover Sensor. It is clear to me that Sears is now just back pedaling in trying to find any story that fits a scenario in which I must pay for sequential maintenance or as Sears refers to it as “the next step.” This sensor required is heavily debated with Compliance but even when asked repeatedly, Compliance never talks in any specifics about what sensor is needed. And now Compliance recants that full diagnostics were ever done contrary to what the technician was instructed to do when the October 6 appointment was established. Compliance now states he was only there to “confirm what the other technician did.” (See Exhibit F, p. 38-40) Bottom line -- the video recording is pretty indisputable that I was told that I needed an Assembly Cover Sensor. The Assembly Cover Sensor is a part that comes with the new Evaporator Fan Cover Assembly just replaced on September 21. If the Assembly Cover Sensor that is on the Assembly installed by a Sears Service Technician on 21 September and is found not working on October 6th as verified by another Sears Service Technician, replacement of that part is covered and should be honored. This is why Sears elects not document the Service call on October 6th. Compliance does however agree to send another technician out to confirm what two others have had an opportunity to do and to again “run full diagnostics.” It then become heavily debated about what full and partial diagnostics are and when a $99 diagnostics fee should be charge. And why if I asked for full diagnostics to finally fix my refrigerator (Exhibit H), why partial diagnostics were allegedly done? Having managed maintenance and our military technicians, I went on a quest to find the Sears standard for running diagnostic only to find through other previously employed Tech Managers, there aren’t any standards. (Exhibit D, p 20-36). And then on p. 37-38, Sears Home Service chat services indicate that technicians are supposed to diagnosis the entire refrigerator and then provide estimates for repair.
13) On Monday, October 31st, Sears cancels my service schedule for November 4 (Exhibit E, p. 13) as well as any future service request only indicating that I owe them money but presents no bills and no solutions to remedy.(Exhibit F, pg. 110)
14) On the same day and for an extra rush labor fee, I was able to get one of the best LG certified technicians in the area (see Article in Richmond Magazine) to come run full diagnostics and perhaps fix my system that has been non-operational since mid-August. I was just so emotionally drained when Sears shut the door on me again. It was found that there is indeed a “very obvious” leak in my coils from just visual diagnostics. And that both sensors in the freezer compartment cannot “do their jobs” if low on Freon. See Exhibit D, p.5-11 as a visual of both the evaporation coil in my freezer compartment and examples of coils that have a leak. The technician indicates that Sears must perform the test to confirm the leak. He indicates that on September 21, I must have had a “fairly significant” leak of Freon when the refrigerator was defrosted causing the system to run significantly warmer thus explaining the subsequent 15 degree jump in both cooling and freezing temperatures after the 21 September service call. A defective sealed refrigerant leak is covered under a five year warranty (Exhibit B, p. 1). I did not receive delivery of my refrigerator until early October 2011 due to demands, a backlog in production and my availability.
I have made several attempts to use Sears Home Services to repair my defective product without success and make the following allegations:

1) On 21 September, Sears fails to cure a defective product and provide a serviceable Assembly Cover Sensor under Sears Service Flash (SF) 46-544R1 declared as a free of charge service to customers. This SF is a result of Clark v. LG Electronics, USA, Inc, Case No: 3:13-cv0485-JM-JMA class action lawsuit that clearly establishes that my model has existing manufacture defects.
1) On 21 September, Sears purposely does not install new component parts under SF 46-544R1 and thus does not leave all used component parts for inspection and verification of replacement as requested.
2) On 21 September, Sears purposely leaves my property without providing a signed record of diagnostics, services performed or parts replaced as to not create an audit trail or service record.
3) On 21 September, Sears fails to comply with service standards promoted on websites (Exhibit B, p. 4, 6, and 12) by purposely ignoring visual diagnostics of parts “not working” in order to conduct sequential maintenance to increase revenue for Sears, additional costs and loss of use for customers and subsequently the time to repair products.
4) On 6 October, that a Sears technician diagnoses a faulty Cover Assembly Sensor, a component part of a recently installed assembly replaced under SF 46-544R1, found during “full diagnostics.” But then all levels of management fraudulently determine that the Cover Assembly Sensor shown to me as required to restore use of my refrigerator only ever described as “the sensor” by Sears should not be covered under the 90 day parts and labor warranty. This in hopes that the consumer may not be able to piece the component part listings together.
5) On October 6th, presents fraudulent billing verbally but when contested, does not present the same written diagnosis or billing. Then proceeds to cancel future service requests to repair the refrigerator be guest arrive allegedly for failure to pay. I was verbally assessed a $99 diagnostic fee standard to all calls in this area and provided an estimate for parts replacement for a faulty Cover Assembly Sensor. The technician, as coached by the Tech Manager, purposely leaves without providing a record of diagnostics, the part needing to be replaced, or any costs still payable. Even after a $99 diagnostics fee was requested at the end of the service call, management later asserts that diagnostics were not done further promoting a policy of sequential diagnosis and repairs to increase costs to the customer, the length of time to restore serviceability to the customer and in an act that should be considered fraudulent billing.
6) Sears refuses to produce a bill for services “still owed” or any diagnostic service records for the service that occurred on 6 October 2016. An actual bill would be fraudulent either for 1) services that did not occur (was it full or partial diagnostics?) 2) for parts that were not identified as required (the service call is on video and can be proven) or 3) if truthful, for part requirement that should be addressed as part of SF 46-544R1, a free service still falling under a 90 day guarantee.
7) That Sears elects to cancel any further servicing for a 90 parts and labor warranty service and suggests that if any other measures are taken to restore the appliance due to their cancelation elections, that their 90 day guarantee is now void, having never successfully applied a functioning part under SF 46-544R1.
8) Sears Ethics and Compliance officials purposely use loosely defined terminology such as “full diagnostics”, “sensor”, “error code repairs” in describing work to be done then elects to not describe what they mean in any technical description leaving it subjective and open to interpretation as the situation dictates.
9) That Sears Ethics and Compliance officials berate me for not having used their “expert” technicians for previous non-warranty repairs then provides one of the longest non-functioning service histories for an appliance any customer should need to endure. Then after not even curing the problems, suggests I should use other service technicians to complete repairs to correct problems associated under SF 46-544R1, a message released to correct a whole slew of defects, design flaws and “issues” for my model and as identified in Clark vs. LG Electronics USA, Inc.
10) That Sears purposely misdiagnoses defects, purposely stretches the timeline for repairs using unwarranted cancelations, loosely throws around definitions of diagnostics that even when promised are allegedly not done, and promotes use of other appliance repair servicers to fix my refrigerator to avoid what is described as a “very obvious” repair [or replacement] for a defective sealed refrigerant system.
11) That my particular model has suffered a significant “manifestation of issues” due to a long history of proven material defects as described in Clark v. LG. And that the current refrigerant leak has manifested as a direct result of Sears not doing their due diligence in providing my purchase information to third party administrators appointed to notify potential Class Action claimants as an agreed upon in terms of settlement and as ordered by a federal judge.
12) That in accordance with Sears policy, food loses are covered while products are under warranty but then avoids addressing formal complaints presented or even formally responding to any claims for ongoing warranty work (Exhibit G). Then, without ever having reviewed all information that can be made available to them, dismisses any and all claims presented, even when other out of warranty claimants in the class action suit were provide both speedy repairs upon request and the right to claims repair history and food loss due to the known material defects of my product.
13) I assert that a) having already gone through the Sears claim denial process before and having successfully won a previous defective product claim through the States Attorney General’s office and b) knowledge of other such practices as posted on blogs, websites, previous Sears employees posts, and other claimants about how Sears handles claims, I conclude it is just a standard practice for Sears to just deny claims regardless of information available. That my loss of use, food spoilage, and all the stress and anguished caused by the hand of Sears, their policies, and service quality is purposeful and deliberate. That even after a long history of failures on this model due to manufacture defect, Sears continues to add insult to injury.

I believe that these acts and practices to be both blameworthy and unlawful. I hereby file claim as follows:

1) $300 – Reimbursement for damages and associated cost for other repairs, other diagnostics when services were cancelled by Sears, including costs for diagnostics, parts, and labor, and the costs associated to administer this action.
2) $900 - For accumulated costs for lost and spoiled food, ice, and increased dining out/take out costs per 3 incidents of disrepair/loss of use due undisclosed known material defects.
3) Repair or replacement of my Kenmore Elite Refrigerator still under manufacture warranty in 15 days or less or $1, 500 credit as offered to other claimants in the Class Action.
4) Prior repairs totaling $850 for failing to include me on the list of eligible Kenmore product owners to receive the federally mandated Notice of Pendency and Proposed Settlement of Class Action. My sales information was still “in the system” when I contacted Sears Compliance for help and in My Stuff (Exhibit A, p. 1-3) that was still “in the system” as pulled up and printed on 11/1/2016 as shown and where Sears promotes storage of product information as being “secure.” Since I have identified that my refrigerator purchase was still showing up “in the system” to Sears, it has now been purged from My Stuff. And given that your “experts” failed to reply to recent questions I posed about dealing with the IF Error Code for my model, that Sears has blocked my ability to chat or post to their sites. And that if you Google the refrigerator model and error code, that you will find that there are many other sites that still have consumers still confused on how to fix the IF Error Code that apparently did not “get the memo” either. (Exhibit I)

There have been many opportunities for Sears to examine and provide repair suggestions so that I could have a functional appliance in any reasonable and pragmatic scale and with any standards of excellence in ISO 9002 in their conduct of diagnostic accuracy. Having worked as a Maintenance Officer in the defense industry managing repairs for fairly complex equipment, having served previously as a Unit Management Control and Compliance Officer, having served as an Article 32 Investigation Officer and in serving three years as an Inspector General, and finally as a Professional Investigator, I find Sears to be one of the most insincere and unethical organizations I have ever had the displeasure of doing business with.

JReganJr
I am really in need of customer service & support from Sears Home Appliance repair. I am a VIP customer program with 20+ appliances under a support agreement. I call over a month ago to report a freezer that needed a repair and parts for a panel replacement with liner. I was assured the tech would have the parts on the repair date. Tech showed on commit date with no parts. Parts ordered and 2-3 weeks later, tech comes out to repair. Tech did not understand English very well and left the freezer without a proper install of the liner. No vacuum or stick and therefore freezer door is basically open causing food to defrost and loss of over $400 of frozen food. Call back to Sears for emergency repair, request to have the sealant properly installed and was quoted another week! This is a repeated report that you guys have messed up a simple repair to be a huge food loss and yet a 3rd truck roll/dispatch top correct. On top of that, it a major customer complaint on poor quality and service. Is there anything you can do to get a tech out today? My wife has called 5 times today and cut off so I guess your ACD Phone system is having issues? She asked to escalate and speak to a supervisor and was told "no". Really., is this CUSTOMER SERVICE?

JMR-Frustrated and very concerned and will consider to cancel this contract with Sears unless we get immediate resolution. Plano Texas

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