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Sears in Tucson, Arizona - Horrible Inept Untrained Refrigerator Service

This is in Tucson. Please see service orders 41946712 and 41993862. Our freezer stops working and by the time we can get help everything is lost. The first service technician was a very nice guy and knew nothing about out Samsung refrigerator and was on the phone forever trying to get advice. He finally said that it was the thermostat and he did not have one on the truck. Therefore, it would be 1 week to have the part shipped to us and he would be back in 1 week. We got the part so we thought the problem was solved. WRONG. The part came in and it was broken in its bubble wrap. We had not opened the box. The service man did. Plus he also then said that that part would not work on our unit. He goes to his truck and finds a part that he had before but was told that it was the wrong part on the phone. He tried that thermostat and it appeared to work. This is not the end of the story. 10 Days later the freezer was hot again and more food lost. I called into the service and had an ignorant *** give me a hard time. That's now 2 times of a 1 1/2 hour phone calls for help. A few days another technician comes out who was VERY smart and took 3 hours trouble shooting and finally said that he did not what the problem was BUT he was putting in some Freon and adding a dye so if it did leak again they could trace it. Well, the freezer was beautiful for 3 days and it got even worse to the point that the ice maker defrosted and soaked the inside of the refrigerator. I called for an appointment and after 1/2 hour of repeating the information not 1, not 2 but 3 times. For her to say that I DID NOT HAVE A SERVICE CONTRACT. I exploded (no curse words) and had her read the product information to me and she had the correct refrigerator (because on the first call months ago they could not find us even thought I read the contract number to them). We have the correct refrigerator but no contract and she would transfer me to the contract department. I asked what would happen after that when it was verified and she said "I DON"T KNOW". So she transferred me and there was a mess ah that they were closed and to call back tomorrow and it hung up. Oh yes, I forgot to tell you that on the first attempt for this service call I went thru the information this time 2 times and was then told since it was under a service agreement she could not handle it and forwarded me to another phone that rang for 40 minutes --yes 40 minutes and then stopped ringing and disconnected me. Finally, I am missing work for the 4th time as a service man is scheduled for tomorrow afternoon. I have little hope since the last 3 times did no good. I requested that they NOT SEND A DUMMY HERE. What do I want--one of 3 options: 1. Fix the freezer by someone who CAN fix it or 2. Exchange my worthless piece of *** for a new one that works or 3. Refund my $600 that I paid for the worthless agreement plus $200 in lost food (it was actually more than that) and I will purchase another refrigerator from someone local who has local service and pay the difference. Summary: Is Sears going to step up to the plate and do what is right after all this time? Are you going to act like the bankrupt company that you are? The choice is yours but the clock is ticking. I have already spoken to 2 of the 3 Tucson stations who love to have stories like this. Oh yes, I am 73, a military vet, have a bad heart that is stressed by this fiasco and someone being screwed over by a company that does not care. Makes for a great story! Now the ending is up to you. Do the right timely thing or pay the publicity price. OH yes: My service contract is 0796116868400056. That's the contract that I "don't have".
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2 comments
Anonymous
#986820

So you posted this seven days ago with the info that you are a vet with station connections and a bad heart did your public cry fix your fiasco? A query from an interested consumer.

Anonymous
#988636
@Anonymous

Did not. Now 7 service calls and 3 months and it is not fixed.

Sears is so horrible and there is no one to call and the company does not seem to care. There needs to be a class action suit but I do not have the resources and I am not the one to start it.

The consumer gets screwed.

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Review
#635380 Review #635380 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$800
Preferred solution
Fix the freezer or refund our service agreement money or supply a replacement refrigerator

Sears in Saint James City, Florida - Wait until the last minute, then tell me it will cost a fortune!

The ice maker on my Kenmore will not dispense ice from the door. I called Sears - one week to even schedule an appointment. They will be here "between 8 AM and 4 PM." I receive a call at 11:00 AM, asking me what is wrong. I told him and he said "Oh, that sounds like the motor. That will be 3 to 4 hundred dollars to repair." So I told him that they said $75 for diagnostic visit. He said, "right, but even if it's the gear or the whatchamacallit, it could be $250 or more." I told him to forget as he sounded like he really didn't want to help me. He said "ok" and hung up.
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Review
#635301 Review #635301 is a subjective opinion of poster.
Cons
  • Attitude of repair person
  • Whole process
Reason of review
Poor customer service
Loss
$75
Preferred solution
Deliver product or service ordered
Tags
  • Appliance purchase customer servic

Sears Sucks & Do Not Back up their Warranties Buy Somehwere else

1.0
Details
We bought a new frig. It was not delivered on time. Finally got it and it would not work and we lost $400 worth of food. Everything spoiled. Called SEARS back and were told it would be a week before replacement would be here. Second one came damaged. Plugged it in and resupplied freezer and frig. All the food went bad again. SEARS sent a repairman. He took out 2 screws ran the fan under faucet to deice it. Took 10-15 min and charged $297 for a repair. We were basically told, "If you want your freezer contents to be frozen, turn the freezer on High. But then your refrigerator will not keep food fresh. " Was told it was made in Mexico so what did we expect. None of my food was replaced. We have lost full contents 3 times losing over $1100, worth of food. Do Not Buy from Sears.
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Review
#635268 Review #635268 is a subjective opinion of poster.
Service
Sears Repair
Cons
  • Junk appliances delivered
Reason of review
Bad service, delivery, warranty,
Loss
$1100
Preferred solution
Full refund

Sears in Cody, Wyoming - Buyer beware

3.0
Details
I ordered a bedspread from this company and instead I received a quilt that doesn't even fit the top of my full size bed. I have tried to call and have emailed several times without hearing from them. The 15 day return policy is out if it is from the day I ordered. No one has said when the policy started. I don't even know where to send the package back to. Never order from them again, and sears may be next on the list. No help so far from them. I have made several calls to sears but no help so far.
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Review
#634869 Review #634869 is a subjective opinion of poster.
Cons
  • Phone service about my return
Reason of review
Poor customer service
Loss
$113
Preferred solution
Full refund

Sears in Lake Charles, Louisiana - Washing Machine Sounds Like....a rock tumbler!

1.0
Details
Complaint sent to Sears below. To whom it may concern: My parents purchased a washer & dryer for me as a house warming present for my first home. You would think that this would be a good thing; however, I have had nothing but issues with this washer purchased from your Lake Charles, LA (70601) store. This product is less than a year old and has an extended warranty. However, despite numerous service visits to my house, numerous calls to the Sears warranty number, speaking with basically every department, spending hours on the phone, replacing parts, having four service calls, missing time at work, the service team scratching wall and me cleaning up after the service staff including disposal of my own outer drum, my washer now sounds like a freaking rock tumbler and is peeling the plastic off of one of the drums causing plastic to be washed with my business attire and increasing the potential for damage to my clothes not to mention it smells like burning plastic. How can I get a resolution to an issue that was incurred at no fault of my own without having to continue to leave my place of work in order to have the lemon of a product that my parents were sold evaluated?!?!? See further details below. I will be posting this on message boards and every complaint department I can find until a resolution is reached. Purchased Washer with extended warranty 8/30/14. Small leaks were noticed but thought the problem would go away. Problem only got worse. Washer Repair Visits Prior to 3/26/15 - Leaking Washer 3/26/15– Diagnosis of what was thought to be a leaking gasket. 4/2/15– Returned to replace gasket and discovered that there were holes in the outer drum. Ordered replacement drum and replaced gasket. 4/14/15 – Returned to replace drum but could not remove a bolt that had to be removed in order to replace. All Sears said was that the bolt had to come off. Discontinued use of washer. 4/22/15 – Brought another tech for assistance. Finally removed bolt and replaced drum. After 4/22/15 – Washing machine sounds like a rock tumbler. Outer drum grinding against inner drum causing shavings of plastic to fall into clothes. Discontinued use of washer again. 5/14/15 – Contacted Sears Warranty service again, and they scheduled yet another appointment for assessment of the washer due to the peeling off of plastic shavings in my clothes and a new burnt plastic smell. • Wall scratched due to multiple visits and the leaning of the washer against the wall of my laundry room.
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Review
#634676 Review #634676 is a subjective opinion of poster.
Service
Sears Cleaning Service
Cons
  • Product defective
  • Response to the issue
Reason of review
Poor warranty service, bad quality and defective item
Preferred solution
Let the company propose a solution
Tags
  • Poor Warranty Service

Sears in Pleasantville, Pennsylvania - Maintenance repair services very poor

1.8
Details
scheduled a service repair for riding mower today parts will be delivered by ups 3-5 days at my residence. Earliest service in my area is not until June 2nd. I have 3 1/2 acres approximately to mow, I don't understand why I can never get service any earlier than 3 to 5 weeks after scheduling an appointment. For example I had sceduled an appointment for my upright freezer for service, had to schedule a vacation day because they don't tell u what time they can be there until the day before my work needs five working day notice to schedule a vacation day scheduled day off, service man called me three times for delays he had, did not arrive at me house until 4pm, could have worked and got paid for it which pays for the freezer, mower, etc.. that i purchase from u and also the maintenance agreements that I buy. They offered me to pay for a lawn care service that will pay 50.00 a week to mow but can't exceed 200.00 per year, who is going to mow 3 1/2 acres for 50.00? The service is horrible.
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Review
#634404 Review #634404 is a subjective opinion of poster.
Service
Sears Repair
Pros
  • Warranty offer
  • Price
Cons
  • Repair policy
  • Ignorant communication
Reason of review
Poor customer service
Tags
  • Sears complaint

AC Unit Purchase from SEARS

Purchased A/C unit from Sears installation scheduled for June 2014, it took 3 to 4 service calls for them to get the unit cooling correctly. everything was not complete until December...June of 2015 unit not cooling again, been over a week now and still calling trying to get tech support out. DO NOT PURCHASE an AC Unit from SEARS you don't know what company they will be sending to your home whether they have 1 day or 5 years of experience...the first company they sent to my home seemed to have 1 month experience....I hate these type of issues...but I want to just warn anyone thinking of using SEARS...Beware I wouldn't recommended them AT ALLL!!! Very dissatisfied customer.
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Review
#633954 Review #633954 is a subjective opinion of poster.
Service
Sears Installation
Pros
  • Phone reps nice
Cons
  • Cant get techs out
Reason of review
Bad quality
Loss
$5000
Preferred solution
Come get AC Unit....amount can be prorated...so that I can get a company to install a unit that knows what they are doing. And has installers in my area who do not have to come from miles away.

Go to Sears to Try on, Then Buy Online Somewhere Else

Before I go into my rant about my recent trip to Sears, I want to point out that it isn't the employee's fault. Rather it is the company's fault for not properly training their employees. The service at Sears would greatly improve if the company gave two *** about their customer service. It is obvious though that the I went to buy clothing at Sears, in Torrance CA. Picked out 4 pairs of pants with the 50% off for the 2nd pair. No problem yet, then to checkout...It must have been awhile since I was in there last time since all the mini checkout stations have been consolidated into one giant station. You'd think it would be more efficient, but it wasn't. I was 3rd in line, with 1 cashier working, and waited almost 30 mins to get up. Then as I was expecting to hand over my card I got a barrage of questions of "do you want to join this" or, "are you a member of that". The top question was "do I want to join the Sears team?" as in work there, or do I know of anyone looking for work. When I said no, I was given a piece of paper stating who to call to apply. I said no thanks, but they would not let me not take it. (I gave in and took it, only to put it back on the counter).... The following week I wanted to return 3 of the items I had bought last week (see above). I'll spare the details of another checkout line wait. Without tax, the return was to be $145. The girl handed me $126. I told her that didn't seem right since I bought 2 pairs of pants at full price ($58.00), and one at half price ($29.00). She looked back at the receipt, then back at the register, (BTW, I think these registers are the same ones they had back in 1970), then back at me then back at the receipt, then pulled out the calculator, then back to the register to finally turn back to me to say: "I don't know what to tell you". So I said she should probably call the manager...The manager went over the transaction of what had just happened, and began to tell me that since the return had already taken place, she couldn't figure out what went wrong. Huh?!?!? I think she got the hint from my response she should try and figure out something else, so then she went back thru everything and decided to undo the initial return and start over. We ended up finally getting it solved, and the correct amount was finally handed over to me. My original plan was to return these pants and buy another brand. But after these 2 separate experiences within a week, I decided to just go and try on the other pants I was looking at and go online and buy. After reading these other complaints before writing this, I don't think I'll even buy online with Sears. It's hard to say cause I've been shopping here for ever and can get most anything I need, but I don't think I have the patience anymore to deal with the customer service/checkout scene. New plan: Go to Sears to Try on Clothes, Buy Online Somewhere Else!
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Review
#633405 Review #633405 is a subjective opinion of poster.
Reason of review
Problems with payment

Sears Installation Review

Paid for dishwasher delivery and installation. They tell me delivery will be early, please get to the location prior to delivery window. They then show up 3 hours later. They leave the dishwasher in my entry way and state they will not install it. I asked them to wait while I call customer service. While I am trying to get someone on the phone, they drive away. DO NOT USE SEARS FOR ANYTHING!!!
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Review
#633361 Review #633361 is a subjective opinion of poster.
Service
Sears Installation
Reason of review
Not as described/ advertised

Sears Repair Review

1.3
Details
I have only had my dryer for 6 months and it is already broken I set up an appointment to get it fixed 3 weeks ago and they keep re scheduling so I missed 2 days of work!! Really bad customer service!
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Review
#632416 Review #632416 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Poor customer service