Sears Customer Service Issues

I bought a washer and dryer in March [redacted] and added a protection plan for both. When I called this morning for a copy of the agreement, the communication was difficult. I need the protection agreement for both appliances, not just the dryer, and clarification on the five-year warranty end date, which should be 4/25/[redacted], not 4/25/[redacted]. The contract number for the dryer is [redacted][redacted] with model #[redacted]0.

We replaced our Elite refrigerator with the Elite Grab and Go due to ongoing issues with the previous model, which was under a service maintenance agreement. Despite our preference for Maytag or Kitchen Aid, we chose the Elite Grab and Go available during the exchange. Unfortunately, we are now facing problems with the Elite Grab and Go purchased in 7/[redacted]. The technician who visited on 6/24/[redacted] suggested unplugging the refrigerator every six months to address ice build-up caused by air infiltration. He also recommended replacing the control assembly and main board, which may take one to two weeks to arrive. We are requesting assistance from Sears to allow us to switch to a different brand like Maytag or Kitchen Aid to avoid further issues. We hope to resolve this matter promptly to prevent a repeat of our previous experience. Thank you.

I have an 8,[redacted] BTU Kenmore AC that is not functioning correctly, and my home protection plan is nearing its end. Despite multiple repair attempts with different technicians over the last year, the issue persists. The latest technician, Kevin (ID # [redacted]), visited on 6/22 at 4:45 pm. I explained the cooling and odor problems, requesting a new A/C, but he only cleaned the metal fins and didn't provide an RA code for a replacement. I have had past issues with Kevin as well. I am seeking timely contact from a manager and an RA code to purchase a new air conditioner.

I have had a Sears hot water heater for 6 years under a paid contract. I contacted Sears on June 24, [redacted], due to a leak causing a significant amount of water loss. Despite the assurance of a callback within 24 to 48 hours, my situation remained unresolved. With my disability and my husband's health issues, the inability to use the hot water was incredibly challenging. Upon reaching out to Sears again, I discovered the 24-hour response time operates on an 8-hour daily schedule, leaving us without a resolution. We had to resort to purchasing a new water heater, straining our finances as we were saving for a washer and dryer. As of July 1, [redacted], there has been no contact from Sears' contract department. The lack of timely and effective response in such a critical situation is disappointing. I am seeking a refund for the faulty hot water heater as it was covered under the contract, and this experience has deterred us from future purchases with Sears due to the substandard contract service provided.

I requested the cancellation of my home warranty 7 months ago as I am on a fixed income following my husband's passing. Despite multiple calls confirming the cancellation, money continues to be deducted from my account every month. I need assurance that it has been truly canceled this time and a plan for the refund of the deducted amounts. Your prompt attention to this matter is greatly appreciated.

I am currently experiencing issues with my Sears Master Protection Agreement. According to the agreement, if an appliance cannot be repaired, a replacement is allowed. However, I have been having problems contacting them either by phone or online. I have tried reaching out at various times over several weeks, sometimes waiting on hold for up to an hour without success. The repair service "ANE" is also difficult to reach, with hold times of 30 minutes or longer. ANE mentioned that it is now a warranty problem since they couldn't find the part needed within 21 working days. They said Sears would contact me by email once they knew the appliance couldn't be fixed. This has been going on for over two months now, and I would appreciate assistance with resolving this issue. My Master Plan number is [redacted][redacted], covering my Elite refrigerator and front load HE2 washer. The washer requires drum replacement. If necessary, my cell phone number is [redacted].

I had arranged for the repair of my Kenmore refrigerator and waited two weeks for the appointment. Unfortunately, I received a robo-call the night before stating it needed to be rescheduled. I attempted to change it online but encountered issues with the website. After calling the provided number, I was informed a callback would be arranged within 24-48 hours. Following a second robo-call, I called again and was notified about the callback order. However, I have yet to receive any response after waiting three weeks since my initial contact. My broken refrigerator, a significant investment to ensure reliability with a Sears product, remains unattended. I am eager for prompt assistance to address the issue.

I own an HE4T Kenmore washer with serial number [redacted]0, which I purchased brand new and have all the original paperwork for. The Stainless Steel Drum part in my washer has cracked and broken in two places. The owner's manual states that Sears will replace this part for the lifetime of the washer if it is defective, which is the case here. I have been unsuccessful in finding a new replacement part (W[redacted]6) online because it is no longer being manufactured. I have found it listed on eBay in used condition for around $[redacted]. I am open to the option of purchasing this used part from eBay or receiving a refund for the washer, which cost $[redacted]. I have reached out to several individuals and spent significant time on the phone seeking a resolution without success. Please contact me at [redacted] or via email at [redacted] My name is Dan, and I am eager to resolve this matter. Thank you.

In [redacted] or [redacted], I purchased a water heater with a lifetime tank warranty from Sears for my new house. It worked well until July [redacted] when the polymer tank started leaking. After confirming the leak, Sears replaced it with a new water heater with a steel tank and the same lifetime tank warranty. Recently, the new water heater has begun leaking, but I'm uncertain of the exact location. When I contacted Sears at 1-[redacted], I was informed that the warranty was only ten years, contrary to the lifetime warranty on the tank that states it should be replaced. I mentioned my long history of purchases at Sears and past positive experiences with their customer service. I'm in urgent need of assistance as the leak persists. The model number is [redacted]12HT, serial number HO[redacted], 50 gallons. Thank you, Wayne.

I am currently assisting my mother who has a stove requiring repair through Sears. Despite three previous attempts, the repair person has failed to resolve the issue and missed the most recent appointment, leaving my mom in a difficult situation. We spent a significant amount of time on the regular Sears repair phone line only to be transferred multiple times and eventually disconnected after over an hour of waiting. As per the warranty terms stating that after three failed attempts the item should be replaced, I urgently request that the stove be replaced as it poses a hazard for my elderly parents. Given my father's current health condition being in the ICU for over a week, this situation is especially challenging as my mom had to leave his side to wait for the technician who did not arrive despite her presence at home all day. Please have someone from management contact my parents to arrange for the replacement of the unusable stove as soon as possible.

My son has been subscribed to the home warranty service for years. However, Sears has not fixed his air conditioning issue for 6 weeks, causing distress due to health concerns. Despite buying a temporary solution, the house remains unbearably hot. Seeking contact information for a higher management person at Sears to address this urgent matter as previous attempts have not yielded results. If the problem persists, my son plans to escalate this to the local television station for assistance. Requesting immediate assistance to resolve this critical situation promptly.

Dear Sears Home Services, I wanted to bring to your attention an issue we experienced with a recent repair appointment for a Kenmore refrigerator purchased in November [redacted] for one of our resident homes. Despite numerous attempts to schedule the repair, we faced a disappointing situation on the day of the appointment. The repairman, Isreal M., arrived at our campus but failed to make adequate contact or address the refrigerator issue effectively. This delayed repair caused inconvenience for us, particularly as we operate around the clock to care for orphaned and abused children at Hill Country Youth Ranch. We value our partnership with Sears Home Services, given our past preference for purchasing appliances locally. However, this recent experience has left us concerned about the service standards upheld by the contracted repairman representing your company. I kindly request your prompt attention to this matter and would appreciate an opportunity to discuss this incident further. Feel free to contact me at your earliest convenience using the information provided below. Thank you for your attention to this urgent matter. Sincerely, Tonya Gerken Hill Country Youth Ranch [redacted] Junction Hwy PO Box 67 Ingram, TX [redacted] Office: [redacted] Main: [redacted]

Hello, I have been a faithful Sears customer for 50 years. In May [redacted], my wife and I purchased six Kenmore Elite appliances, including a complete kitchen set and an upright freezer, and we also bought extended warranties for all of them. Recently, my new side-by-side refrigerator stopped working entirely. When I called for a service appointment, I was shocked to learn that the earliest available slot was in 10 days. The technician arrived at 4:45 pm, and after inspecting the fridge, he informed me that I needed a new fan, compressor, and dryer. He mentioned that he would order the parts to be delivered to my home and scheduled the repair for July 29th between 9 am to 5 pm - a whole month away. This poor service experience is unlike anything I've ever encountered with Sears. As a loyal customer with multiple appliances under extended warranty, especially a refrigerator that will be out of service for an extensive period, I am deeply disappointed. Respectfully, Don Terrell

On July 9, [redacted], I contacted Sears Parts Direct to order a water filter for my refrigerator. Right after placing the order, I realized I needed to cancel it and informed the customer service representative during the same call. She assured me she would cancel it. However, I noticed a charge of $53.59 on my VISA account today without a corresponding refund for the cancellation. I received two emails confirming the cancellation on July 9th. I kindly request a refund of $53.59. I am eager to receive confirmation that the refund has been processed promptly.

I bought a washer on May 21, and now it isn't working. Sears service has been out three times to order parts, but it will take 2-3 weeks for the part to arrive, then another 2-3 weeks before they return. I'm frustrated because it's been 35 days and my wife has to go to the laundromat. I've tried calling but no one answers, and I feel like my loyalty as a customer doesn't matter. I bought the washer to replace a broken one, but now I regret not going elsewhere, especially with the extended warranty offering no solution. I plan to return the washer to Sears and involve my attorney to dispute the credit card charge.

Hello, I am Mike Novotney, and my wife is Sue. We requested a diagnosis for our problematic oven. On July 13th, service was performed by Technician Norm on a Frigidaire Oven Model FFGF3005MWA at [redacted] Manhattan Street, Michigan City, IN [redacted] on the second floor. After assessing the issue, he suggested replacing the Burner Igniter Spark Module and quoted $[redacted].00 for the repair. However, I researched and found the part at Genuine OEM for $36.89 plus $8.88 for shipping. Considering even a reasonable markup, the total cost should not exceed $50.00 for the part, making the labor cost around $[redacted].00. This is significantly higher than expected and not cost-effective considering the age of the oven. I will not be using Sears repair services in the future. Should you need to reach me, please contact me at [redacted] or via email at [redacted] Thank you for your attention. Sincerely, Mike N.

Since June 4th, [redacted], I have been patiently waiting for my air conditioner to be repaired. On the initial visit, the repairman diagnosed the issue, ordered the necessary parts, and returned two weeks later to install them. Unfortunately, during the installation, another part was discovered to be faulty. After the replacement part arrived broken, we returned it and contacted support. Even though we finally received a new part, the installation date was set for Aug. 6th. Despite our efforts to expedite the process, numerous calls and chats have gone unanswered. We were promised a supervisor's call within 2 to 3 days, but this has not materialized. As senior citizens with health concerns, including my husband's lung problems, enduring 95-degree temperatures is challenging. We urgently need the AC fixed or a temporary rental. Please assist. - A. Moss, ([redacted])-[redacted]

I am currently awaiting a repairman to fix my Kenmore washer, scheduled for today, but the necessary part has not arrived. I have attempted to contact Sears multiple times but have been met with poor service. Despite my loyalty as a customer for over 40 years, the representatives keep transferring me to one another, causing unnecessary delays and frustration. I have requested to speak with a manager or supervisor to address this ongoing issue promptly. Given the current circumstances with the virus and the fact that my husband and I are both 72 years old with diabetes, the situation is concerning. This marks the third time we have had to contact Sears regarding the same problem. Initially, the repairman rescheduled due to time restrictions, and then the part he ordered did not arrive as promised. I received an email today stating the part is on back order, which is unacceptable. I urgently require a managerial intervention.

I have Sears protection agreements for all my Sears appliances. I'm trying to get a replacement for a 12-year-old Sears window air conditioner. I've had issues before, with the service man ordering a part that didn't work, eventually saying the compressor is "out" and that a replacement compressor couldn't be found due to the unit's age. Sears was supposed to call me for a replacement unit since July 2nd, but I haven't heard from them. I've tried calling multiple [redacted] numbers, dealing with long waits and being redirected to different departments. I no longer have a local Sears store and can't get help via chat either. I need assistance with my air conditioner and another unit under a service agreement. I'm frustrated and looking for a way to speak to a person for help.

I recently purchased a Kenmore Elite OTC microwave on 3/12/[redacted] after my old one stopped working. On JULY 18, [redacted], I started using the new one. I put a pork chop and some Rice-A-Roni on a plate, heated it for 1.30 minutes, but it remained cold. Even after ten minutes and trying different settings, it did not warm up. I contacted Sears service and a technician visited. He mentioned that the microwave has no replaceable parts and is under warranty. I was advised to contact an [redacted] number or visit www.kenmore.com/warranty online. When I called, I was on hold for over an hour before speaking with a woman who had difficulty hearing me. Despite talking loudly, she had trouble understanding me, which even caused my wife to check on me. Could you guide me on how to request a replacement microwave?