Sears Appliance Services Customer Service Issues

I had a scheduled home repair appointment for my window air conditioner on May 24, [redacted], between 1:00 p.m. and 5:00 p.m. The technician never showed up as promised. I was informed he would arrive between 12:50 p.m. and 2:20 p.m. via text to my husband. Despite waiting all day, the technician never arrived. My Service Order number is [redacted]9. I reported this to a representative on 5/25/[redacted], who then rescheduled the service for May 28, [redacted], but the date was unavailable when booking. I have a Master Protection Agreement for the A/C unit since 6/4/[redacted]. I'm in the process of stopping the payment through my bank due to the lack of service. The technician falsely claimed to have completed the job on 5/24/[redacted] and sent a statement stating I was satisfied, which is not true. I was provided with a disconnected number for the complaint department, and I feel like I've been given the runaround by Sears. As a senior citizen, I believe the level of service is unacceptable. If the issue is not resolved by May 31, [redacted], I will escalate it further.

I am experiencing ongoing issues with my refrigerator and dishwasher despite following the directions given by the technician I contacted. The refrigerator is still leaking, and there has been no communication or progress on repairing the leaking dishwasher even after the repairman mentioned ordering parts several weeks ago. Attempts to contact customer service have been unsuccessful as calls go unanswered or are difficult to understand. I have a long-standing protection plan for my appliances, which has always been reliable until now. The situation is incredibly frustrating and I am seeking urgent assistance with resolving these matters. Name: M. Olsheski Address: [redacted] Rt [redacted], Paupack, PA [redacted] Phone: [redacted] Master Protection Agreement: [redacted] Refrigerator Model: HSS251FMDWW Hotpoint Dishwasher Model: JGB870SEF1SS Urgent help is greatly appreciated.

I'm Dora A. F. I've been dealing with Sears regarding my Kenmore washer repairs since July 30, [redacted]. I was advised to order a lid latch and washer electronic control board. The lid latch arrived, but the control board did not, leaving me in a tricky situation. Despite repeated attempts to contact the technician, I got no response. After reaching out to Sears representative Maria on August 16, she explained the control board was out of stock with no restocking date available. I was then directed to Ben, who said he would expedite the missing part and provide instructions for returning the lid latch for a refund. Unfortunately, I have yet to receive any follow-up or instructions as promised. I need guidance on returning the lid latch for a refund, canceling the service estimate except for the labor cost, and canceling the home warranty for which I've already been charged. I have informed my credit card company of Sears' lack of response and will provide them with the necessary documentation if the issue is not resolved by October 4, [redacted]. I hope Sears can address these issues promptly and provide clear instructions for resolution.

I need to cancel my order for a washer and dryer set with order number [redacted]91. I placed the order in early November. The delivery date has been delayed multiple times, and my old washer broke down in the meantime. I have purchased a new set from a different store. Please cancel order [redacted]91 and refund the charges to my credit card. Thank you.

I rescheduled my repair appointment with Sears from next Wednesday to today because I urgently need my dryer fixed. My booking for this afternoon between 1-5pm was confirmed, but I received notifications that my appointment had been canceled. Despite checking my order number online, it showed an active appointment for today. No technicians have arrived, and I haven't received any updates on their status. I've tried contacting multiple provided phone numbers without success. The options were all automated, and pressing zero or not selecting any option resulted in disconnection. I'm in urgent need of the repair as I have no support until Monday and have been charged over $[redacted] for a part that costs $38 on Amazon.

Since October [redacted], we've been attempting to repair our dishwasher, which won't drain. The first service call in October required parts ordering, with installation completed in December, yet the issue persists. In January alone, we've had four repair cancellations. Urgently needed for my disabled wife, the appliance has not been properly fixed or replaced despite the "worry-free coverage" promised by the service warranty. The frustration mounts as numerous calls to [redacted] and [redacted] yield no solutions. Seeking resolution after over four months of this ongoing ordeal.

In July [redacted], we purchased a Kenmore Elite Refrigerator Model #[redacted]0 along with an extended warranty. Soon after the warranty expired, the ice maker stopped working again. Following that, the water dispenser also failed, leaving us unable to access filtered water. Furthermore, the door shelves are cracking, affecting our storage space. Despite being long-time Sears customers, we are disappointed in the quality of this 5-year-old unit and the lack of support post-warranty. We believe Sears should address this by replacing the freezer door as recommended initially and providing new door shelves. The refrigerator is used carefully, and we are frustrated by these issues. We urge Sears to resolve this promptly. Thank you.

I placed an online order #[redacted]8-[redacted] for a microwave on 12/23/21 and paid for delivery, installation, and haul away. I have not received my microwave yet despite numerous calls to customer service. I have requested a refund, but the agents refuse to cancel my order or refund my money, even hanging up on me during the last call. I am frustrated and no longer want the microwave. I demand an immediate refund to my account. Due to this experience, I will not be shopping at Sears again. Please reach me at [redacted] to provide details on my refund. Sincerely, B. Moore

I recently bought a Whirlpool French door refrigerator in September [redacted] with an ice maker that is supposed to dispense crushed ice, but unfortunately, it has never provided crushed ice. The repairman has visited three times without resolving the issue or replacing any part. He mentioned that a "part" would be sent to us, and oddly, told my cousin how to install it. He even suggested simply reaching into the bin for the ice. Despite multiple orders for this mysterious "part," I haven't received any confirmation or order numbers. This lack of progress is frustrating, especially considering I have an extended warranty. I would like to return the refrigerator to the LaGrande, Oregon store where it was purchased. I hope for a proper fix rather than more delays. Thank you.

My name is Mistie B. from Summerfield, Texas. In July [redacted], I bought a French door refrigerator with a 3-year warranty from the Plainview Texas store. Unfortunately, in mid-December [redacted], the refrigerator stopped working. After multiple unsuccessful attempts to schedule service, the technicians mentioned they needed to order a replacement flap. Despite promises, the part never arrived, and we were eventually approved for a new refrigerator. However, numerous scheduled deliveries by Costco/XPO Logistics from Lubbock, Texas have fallen through, leaving us without a replacement. We've received various excuses from the delivery company, including logistical issues like distance and truck problems, making the whole experience frustrating. Although we have a new delivery date set for April 3rd, I'm skeptical about receiving the refrigerator. I seek assistance in resolving this matter promptly as we've waited long enough. Your help in addressing this issue and providing a solution would be greatly appreciated. Thank you. Mistie B. - [redacted] Ray B. - [redacted]

On January 31, [redacted], an A&E repair technician came to my house to fix my Magic Chef wine cooler after a recommendation from the company. However, upon arrival, the technician admitted he was not certified to work on appliances with the new Butane refrigerant. He did not even attempt to diagnose the issue due to his physical limitations and requested $[redacted].90 for the service call. Despite feeling sympathetic towards him, I paid via check because he couldn't process a credit card on his computer. To make matters worse, he falsely labeled the wine cooler as "condemned" on the paperwork. I believe I was misled and taken advantage of in this situation. I kindly request a refund of the $[redacted].90 paid. Thank you for your attention to this matter. - J.K.

I have been trying to reach someone at Sears regarding my extended warranty contract, [redacted] [redacted]12. A service technician visited my home on June 29th to fix our dishwasher but had to order parts. An appointment was set for July 20th, but the parts never arrived, so we canceled. Sears contacted us yesterday and said the parts couldn't be found, advising us to contact the warranty department. I've spent nearly two hours on the phone today trying to get assistance to no avail. The repair costs $[redacted].39, and I would appreciate a check for that amount so I can buy a new dishwasher. This situation has dragged on for too long!

On August 4th, Sears decided our Kenmore Elite French door refrigerator is beyond repair. Being seniors, we've been without a working fridge since April. Despite our efforts, we can't figure out how to obtain a replacement. Each phone call we've made has been unproductive. This situation has cost us over $[redacted] in spoiled food and a $[redacted] medical shot. We're seeking compensation for a new refrigerator and reimbursement for the lost food and medicine.

Last spring, I contacted Sears Appliance repair for my Kenmore fridge purchased from Sears about 4 or 5 years ago. The initial repair cost over $[redacted], but the fridge stopped working again after a couple of weeks. With a 90-day warranty, I called for service once more. After paying upfront for $[redacted] worth of parts in March [redacted] and months passing with no update on the parts, I contacted Sears and was informed the parts were no longer available, promising a refund. Despite sending receipts for both visits, the refund was never processed. Due to depression, I didn't pursue the issue until recently. A few weeks ago, after navigating their phone system, I spoke to a representative who assured me the accounting department would call within 7 working days. However, over 2 weeks have passed without any contact. At 78 years old and retired, the over $[redacted] refund is significant to me. I've been unable to reestablish contact as the phone system doesn't address my issue. The representative mentioned the accounting department deemed the refund illegitimate, but for me, this money matters.

In March, our refrigerator malfunctioned, and we requested a repair under our protection plan. Initially, everything seemed to progress well with ordered parts, although delayed. However, after months of waiting, we discovered our service ticket had been cancelled without our knowledge. Despite confirming the shipment of all parts, a new appointment was necessary as additional parts were needed. Subsequent scheduled appointments were either missed or rescheduled without our consent. Communication with the repair team was inconsistent, leading to multiple delays and frustrations. The lack of response and conflicting information from Sears and the repair team made the repair process unnecessarily complicated and unproductive.

I have been trying various numbers but have been unable to reach a live person to discuss my order. An issue with a part is causing a delay even though I've paid the required amount. Despite a technician's scheduled visit tomorrow, I have no details about the part status as your system does not provide any relevant information. My time is valuable as I juggle two jobs, and your lack of phone support is frustrating. I need a phone call, not an email or automated message. If this is not resolved promptly, I will need to contact my bank to reverse the charges, excluding the service fee. I expect a resolution by November 1. You can reach me at [redacted].

My mother has Alzheimer's, and we are looking for a solution to prevent her from turning on the stove. Is there a power strip that can safely handle a stove being plugged into it? We're thinking of hiding it behind the refrigerator and using it to easily turn the power to the stove off when necessary. Any suggestions or products that could help us control the electric stove more safely would be greatly appreciated. Thank you.

I left a message with the automated system but require assistance from a representative. Our dryer is malfunctioning, and we urgently require repairs. The computer system provided us with a service date of December 12th between 8 am - 12 pm, which is not early enough; we prefer an afternoon appointment. We bought the washer and dryer from Sears, but we are uncertain if it is still covered by warranty. Please advise on how to connect with a representative promptly, as we are familiar with and have used your services before. My contact number is [redacted].

The original service was on November 28, [redacted], where the need was determined, parts were ordered, and paid for. Our first appointment on December 19, [redacted], resulted in a no-show after waiting all day. The second appointment on January 11, [redacted], was also missed, with the technician stopping one location before ours. The service has been rescheduled for January 25, [redacted]. Having paid since November 28, we expect better service. We would like to be scheduled earlier in the day to ensure the technician reaches us. This situation has caused frustration, and we urge prompt attention. David L. Hoover from West Allis, WI, requests to have his dishwasher fixed. Order number: #[redacted]1. Contact at [redacted].

My dryer initially had a loud noise, which the Sears repair service attempted to fix. However, after their first visit, the dryer stopped spinning, and the noise returned. After a two-week wait for a follow-up appointment, they serviced the dryer. It seemed fine when the repairman left, but upon using it with clothes, the spinning issue and noise resurfaced. Contacted customer service multiple times, and they promised to send back the repairman, but no one has shown up yet. Despite being patient for a month, the problem persists. I declined additional services until my dryer is properly fixed. Still awaiting resolution for my dryer issue.