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Resolved: Sears - Do NOT hire to remodel anything. AWFUL!

1.5
Details
Hired Sears to remodel our kitchen on 12/6/2017. Problems with EVERYTHING! 1) Time frame: we contracted with Sears on December 6, 2016. At the time, we were told it would take 4 to 6 weeks for COMPLETION of the kitchen remodel (which would have made it mid-January), with an absolute completion of no later than "the first week of February." We were not happy with this time frame to begin with as we wanted the kitchen done NOW, not weeks later. But since the cabinets did need to be made, we agreed to that time frame. However, the kitchen was not started until 14 WEEKS later, huge time frame difference! And it was NEVER completed! We have issues that need to be fixed. 2) STRESS: My 71 year old mother (the one who wanted the kitchen done) and I both have medical conditions that require we avoid stress at all costs. We went to Sears for the remodel because we did not want the stress of a typical remodel as neither one of us is supposed to get stressed out. Instead this has been an absolute nightmare, inducing migraines, blood pressure episodes and panic attacks! The delays and shoddy work were bad enough, but the fact that Sears negligence with the wiring of the dishwasher could have BURNED OUR HOUSE DOWN cause my mother and I to both have stress induced episodes! And it just keeps on going! 3) Communication: We were assured that we would be kept up to date with everything during the entire process. That did not happen at all. When the 4 to 6 weeks came and went with no word from Sears, I had to call, repeatedly, trying to find out when the work would be done. Instead of getting answers, I got a whole lot of "we don't know." It was upsetting and infuriating! I wanted to cancel the work right then and there! Instead I was assured time and again, that we would be given priority. Since it took 14 weeks for any work to be done, we obviously were NOT given priority! And it just got worse and worse! 4) Promises not kept: To add to the nightmare, there have been issues from the get go. We told Sears about our $4000 water system up front and were assured by Jack Knight that it would not be an issue. Then it was an issue! They refused to put the system back in and after a lot of arguing they finally did put it back in. More stress! We were told our uneven ceiling would not be an issue as the cabinets would be trimmed out to the ceiling. The cabinets were trimmed, however they are NOT trimmed to the ceiling, there is a large, awful looking gap between the ceiling and the top of the cabinets. When I objected, I got told Sears does not touch the ceiling and we would need to have someone else out to do something about the gap! We were told the paneling behind the old cabinets would be removed and new dry wall would be put up as the back splash would need the new drywall. Nope. Paneling was left up and small sections of drywall were put up over the paneling (shoddy work). One of our outlets was covered by the new cabinets (should have been moved and we had been told it would be moved) and I had to remind the workmen they should have moved the outlet prior to installing the cabinets after they had already covered up the outlet! (more shoddy work). We were told that Sears has their own work force and does not contract out to sub-contractors. Not so much, instead sub-contractors are who showed up to do the work. We were assured Sears would do all clean up. Nope, the kitchen sink and other debris were left for us to dispose of at additional expense. They did however, throw out our DOOR BELL RECEIVER, which we now have to replace. The stove was left unplugged when the workmen left, a minor inconvenience but just another indication of the lack of attention our project got! 5) Additional ISSUES: Dishwasher wiring done incorrectly as to be a fire hazard! For 3 weeks the dishwasher was wired wrong and was a direct fire hazard. Sears was notified immediately about the bad wiring job and made NO attempt to fix it. Instead I had to find an outside electrician to fix it. My mother had a panic attack when we discovered it could have burned our house down! Since she is recovering from having 3 strokes already, this was NOT good for her health! Drywall work now needs to be done to fix what the electrician had to do to our walls in order to fix the dishwasher wiring. We have holes in our living room and utility room . The living room drywall was recently installed and painted so as not have any patches in it. Now I have to find someone to fix the holes and repaint the wall. Again, Sears made zero effort to attend to this. Our kitchen floor has been trashed. There are several cuts in the linoleum floor that were not there when this whole mess started. The cuts appear to be from moving the appliances over the floor with nothing underneath them. We will now need to redo our kitchen floor, which we hadn't planned to do for several more years as the floor was just done two years ago with brand new linoleum. Another expense we had not planned on. One of the reason we originally contacted Sears to do the kitchen remodel was because it is difficult to find anyone to do work in our area. Now due to Sears incompetence and negligence, I have to find someone else to do fix the problems Sears has left. Thus adding even more stress to this already bad situation. I filed a complaint with the Attorney General of West Virginia. Whole mess was turned over to Richard Volny at Sears, he offered us a discount of $3060 for the cost of the electrician we had to pay to rewire the dishwasher and for the inconvenience and promised Sears would fix the other issues. On October 2, 2017 the District General Manager, Shawn Gallagher, came out to our house and saw what needed to be done himself. Conclusion of this visit was that Sears would not fix anything or complete the work, but would discount enough off the contract so that we could have the work completed by someone else. Mr. Gallagher told me he would give Richard Volny the numbers for the discounts and have him send me the settlement agreement. You'd think this would be the end of it, but nope. Mr. Volny sends the settlement offer with a 10 day window, while I'm in the hospital (which he knew about), although that settlement never showed up at my house so who knows. I got notified that a settlement offer had been made through the Attorney General's office. When I notified Mr. Volny that I never got it, he was rather sarcastic but did send another copy to me by email. Imagine my dismay and shock to see the "settlement" shows only the $3060 discount we'd already been given and absolutely NOTHING to cover all the work that still needs to done. I refused this insulting settlement.
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Review
#1124728 Review #1124728 is a subjective opinion of poster.
Service
Sears Home Services Kitchen Remodeling
Cons
  • Shoddy work
  • Never completed remodel
  • Horrible customer service
Reason of review
Never completed, bad customer service
Loss
$10000
Preferred solution
Let the company propose a solution
Tags
  • Installation
  • Poor Warranty Service
  • Sears Poor Service
  • Remodel

Don't waste your money on Sears home warranty.

1.0
Details
I would be very happy when I see them go out of business I have received nothing but aggravation insults and humiliation from the Sears home warranty department. Two months without a refrigerator with a medical emergency. Father on hospice had to buy a freezer a water cooler and an old used refrigerator. Shame on Sears home warranty department.
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Review
#1124201 Review #1124201 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Warranty issue

Sears home warranty - " Don't waste your money. "

1.0
Details
I have a Sears home warranty contract. Since my refrigerator broke two months ago they have sent 7 technicians to my house and my refrigerator is still broken. Even though I have a medical emergency which I made very clear on my first call to the warranty department. Therefore, Instead of replacing the refrigerator as they stipulate in their contract they want to send another technician. I want to sue....Since I have incurred extras expenses due to not having a refrigerator for so long. Please help.
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Review
#1124107 Review #1124107 is a subjective opinion of poster.
Service
Sears Home Services Refrigerator Repair
Reason of review
Poor customer service

Sears in Hoffman Estates, Illinois - Washer conked out

1.6
Details
Washer went nuts on October 26th, so I contacted Sears. The earliest I could schedule an appointment to diagnose the problem was November 10th. I called a local company, who came out October 31st. It cost me $89 to diagnose the problem. The problem is the machine computer which will cost $250.00 to replace. I don't know if that is the total cost but the company ordered the part and will fix the machine as soon as the part comes in which should be by Nov. 2nd. I will have paid at least 2/3 of the original cost when all is said and done. This is my last Kenmore and this one will be thrown out if another repair is needed.
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Review
#1123995 Review #1123995 is a subjective opinion of poster.
Service
Sears Washing Machine Repair
Reason of review
Bad quality
Loss
$340
Preferred solution
Let the company propose a solution

Sears - Parts ordered and not delivered...

3.8
Details
10-16-17 appointment missed, no call received. Called that morning and gave them my cell also. Never called waited 5 hours. Wanted a manager to call me and it didn't happen. Was away for a week and sears wants me to wait till 11-29 to return. Then said could come 11-13, 8-12 and that's not good enough.
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Review
#1123884 Review #1123884 is a subjective opinion of poster.
Service
Sears Manager
Reason of review
Poor customer service

Sears - Poor customer service

1.8
Details
I called Sears customer service ,as i need some information about my snow blower , could hardly understand the person on the phone. they would not give me the information i needed ,i ask too speak to a manger and he hung up on me,I need help as snow is on the way . shopping at sears is a real joke they might have a lower price but that is all ,poor service in stores as well ,sales reps. should be able to answer questions about what they are selling ,not true as i knew more then he did ,i can see why stores are closing , it is a pain to shop their
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Review
#1123513 Review #1123513 is a subjective opinion of poster.
Service
Sears Customer Care
Cons
  • Hung up on me
Reason of review
Poor customer service
Preferred solution
Try too help would be nice and people who you can understand

Sears in Henderson, Kentucky - Kenmore refrigerator

1.0
Details
On December 13, 2015 I purchased several appliances from the Sears store in Henderson, KY. I purchased a Dishwasher, stove, microwave and Kenmore refrigerator. When we installed the refrigerator, we hooked up the icemaker. Unbeknownst to me, after making 2 loads of ice, the icemaker started to leak. This leak was not discovered until we noticed the floor and wall beside the refrigerator was molded. We turned off the water and called to have a Sears technician come out to look at the icemaker. When the technician arrived (after waiting 2 weeks), all he did was turn the water back on since he thought the only issue was the icemaker wasn't making ice. This compounded the water damage done to the floor and wall because the technician told us that the issue was fixed and again, we didn't realize it was still leaking until the damage became even worse. We turned the water back off and let the floor and wall dry. During this time, my husband was fighting stage 4 lung cancer, so I didn't call the sears technician back out right away. Unfortunately, my husband passed December 11, 2016. Once life settled down, I turned my focus back to my refrigerator to see if I could get it fixed. I have had a technician out several times this year, Feb 9, 2017, July 2017, Aug 2, 2017, Aug 18, 2017, Sept 14, 2017 and Oct 27, 2017. Those are just the dates that I received work receipts for. Each time it is a different technician that comes out. They have replaced the tubing, the motherboard, and the actual icemaker and nothing has fixed the leak. I am now living with a refrigerator in the middle of my kitchen because I don't want to push it back against the wall because of the leak and I cannot fix my floor or wall until the leak gets fixed. I have spoken to several of your customer service representatives. I have been hung up on, passed off to a different department, been told that I could not have my refrigerator replaced because I didn't have enough qualifying service orders. Nobody seems to want to help me. Can you? I have added up all the repair costs that Sears has had to pay for this refrigerator. $2,634.27. And the cost will continue to increase because your company isn't willing to cut their losses and just replace a $1500 refrigerator. From what I have been told, I only have 2 qualifying service calls because the technicians have only replaced 2 parts. Well there aren't any more parts on this icemaker to replace. Now I am being told that I have to wait 2 more weeks until another technician can get out to my house.
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Review
#1123464 Review #1123464 is a subjective opinion of poster.
Service
Sears Refrigerator Repair
Reason of review
Bad quality
Loss
$1500
Preferred solution
Full refund

Sears I don't care Attitude

1.0
Details
My mother had a date on the 23rd of this month for sears repair to come fix her AC window unit. No one showed up. So we called they said her date was for the 28th of this month. So we go back and forward with the rep over the dates then asking to Speak to a supervisor. So the rep hooked me up with a supervisor. Who i Explain the situation to that told me the same thing the rep told me about the 28th ok so i asked her can she Garentee me that someone will come out and fix my mother's AC unit on the 28th of this month she said yes she had spoke to someone in the repair office and they said they would be there between 8 am and 12 pm. Now the 28th came and gone still not fix. We calked sears repair number and spoke to a rep that stated no sears repair workers comes out on the week end ok so another lie. When The representative in the supervisor knew that the workers do not work on a weekend ok so they said my mother date was not on the 23rd of this month and on the 28th it was a weekend so they will not be there then. So who is dropping the ball not us. When I know her date was for the 23rd of this month Oct. 2017. Now i told them that my mother was on a Breeding Vienna later and that she lives in a brick apartments but they do not care cause the next date they give us is on the 27th of Nov. 2017 this is out of hand. I need someone at sears to give me a call Because this can quickly turn into a medical Condition for my mother . I can be reached at 5046069688. Thanks
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Review
#1123412 Review #1123412 is a subjective opinion of poster.
Service
Sears Air Conditioner Repair
Reason of review
Poor customer service

Sears in Lugoff, South Carolina - USED BROKEN REFRIGERATOR represented a "new" floor model

1.7
Details

Update by user Oct 31, 2017

It’s now Tuesday and I have essentially been withou refrigerator since Friday, the delivery date of the deliver “returned “ refrigerator that Sears sold me. Nothing has been done EXCEPT that the extended warranty people called me and they can’t discloses until sears does the “servicing”.

I’ve asked aboutreplacement refrigerator and they don’t know....funny, exchanges at Walmart is a lot quicker even waiting I.

Their customer service lines. How much longed does it take for Sears to deliver an exchange/return item that wasn’t working when they delivered it...the sad part was I’d that they KNEW it had issues

Original review posted by user Oct 30, 2017

last week I bought what was represented as a "new" Floor model refrigerator that a customer ordered and returned because they changed their "mind".  Its that time of year and the previous year models are getting marked down and newer models are coming out....which is why I went ahead and bought and replaced my refrigerator that was WORKING!!!!! When it was delivered I asked why the customer changed their mind and the delivery guy said because the stainless "didn't match" I found that odd. The delivery guy set up the refrigerator and plugged it in for the refrigerator & freezer to start cooling.  Because it does take some tie for temperatures to get to optimal level, you "don't" know...you just see something done. By the end of the evening I noticed that nothing, not even the refrigerator was getting cool, we are talking around 6 hrs after delivery. I work up Saturday am and there was some coolness in the refrigerator, but nothing in the freezer.  I called Samsung because it should have manufactory warrant because its new.....Samsung wants to send a technician....By Saturday evening all the food in the freezer was going bad and there was nothing that I could do.  Sunday morning I work up and the front electrical board was flashing -2.   On the way home from church I stopped in with the sears and found out that the refrigerator that was delivered was "used" and that "they" had replaced a compressor!  I'm shocked about this as this is the first time I heard about the compressor was replaced.  The representative in the store indicated it was marked on the tag...I said no, nothing like that was marked "used" and it wasn't relayed to me by either the initial sales person nor  the delivery, but obviously they knew. Lisa gave me the extended warranty stuff to call them for Sears (not Samsung) regarding the issue....Because it was a Sears issue to replace the food loss. I went home to do this and I called the number and the representatives claimed that they didn't have me covered for the refrigerator. I provided the rep with my receipt/sales number and while they had my microwave covered, they didn't have the refrigerator. I went back to sears on Sunday, Lisa ended up calling the number directly from the Lugoff, SC store and she had to call the warranty people from the store.  Suddenly they found the file and I was handed the phone.  The guy told me how to file claim for loss of food and scheduled a technician to come to the house 10 days out (no joke). I asked what about just replacing the refrigerator the technicians said they wouldn't do this until their technicians say they have no parts or that its not repairable.  I'm kinda pissed now. 1. I bought a "new" refrigerator, not a "used" one....it was represented that the refrigerator was an extra floor model that a customer ordered and changed their mind.  After it was installed in my house, I was told that the refrigerator was taken to the original customer's house and plugged up and it didn't cool, so they took it out the same day (didn't used).  They had Samsung (or whoever) replace the compressor (supposedly). 2. Within 24 hrs I had to call not only Samsung, but now also Sears....and I have a bad refrigerator/freezer - had to throw food away blah blah blah. 3 Representing to a customer that a refrigerator is NEW floor model, rather than either a refurbished or "used" one is FRAUD. If it was Fraud or bait and switch I don't know.....but I wouldn't have bought a "used" refrigerator....Floor Model new one yes, but not USED, let alone USED and BROKEN. I need to have Sears REPLACE the entire refrigerator. I can't wait 10 days or for whenever Sears decides to show up, let alone Samsung.  I'm appalled that that this happened....it reminds me of a similar situation where I went to Sears asking them to change my oil and give me care a tune up.....I left there thinking the service was provided, then the car breaks down 2 days later....and had sears did the work they claimed they did....it wouldn't have broken down. - Let's just say that at that time, my Legal Officer in the USN made a few phone calls and my car ended up getting fixed....but it shouldn't have taken it.  I've pretty much avoided Sears for the most part for 30 years....and this is what I get as a 'welcome back"....NOT a good impression.
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Review
#1123191 Review #1123191 is a subjective opinion of poster.
Product
Samsung Electronics Refrigerator
Reason of review
Damaged or defective
Loss
$2200
Preferred solution
I want it REPLACED
Dear Sir, On the day scheduled, the repair tech sent to fix my refrigerator failed to have the proper certification to repair my refrigerator and failed to have the appropriate truck with supplies necessary to compete this job. Why was this repair tech sent to my home?...
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1 comment
Anonymous
#1437688

We have the same issue with sears bought the floor model was told it came with a 30day store guarantee and the manufacturer warranty. Not even a year and it went up completely.

Find out it is well expired the manufacturer warranty and had been previously registered so I can't use the warranty. So now i'm out 800.00 yet again for a fridge yet again. I will never ever buy anything else from sears.

They told me they couldn't help me because it is my fault i bought their floor model because they didn't have any in stock. I couldn't wait for 2weeks for a new one because my last one went up.

Review
#1122817 Review #1122817 is a subjective opinion of poster.
Service
Sears Refrigerator Repair
Reason of review
Order processing issue
Preferred solution
Reprimand & an apology from the local Sears repair scheduler