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Sears and Broken Washing Machines Part II

Well, Three weeks later our refund check from Sears showed up, and it was $119 dollars less than we paid. Exactly 15% less. So all in all Sears charged us $119 to keep our money for 3 weeks, and deliver a new washing Machine that did not work from the moment it touched our property, and 15% less than the customer Service representitive promised my wife when she demanded that they take it back. What a lovley rip-off job Sears has pulled this time. I do understand the 15% restocking fee if the Darned thing worked, or even if we decided to go with another model AND THE THING WORKED. But to deliver us a Broken Machine AND charge us $119 for the privlidge, I just can not fathom this or a Company like they have become. I pray that they did not just turn around and sell this pile-o-garbage to another unsuspecting sap. Sears, give it up, you are nowhere near the company I used to know or what once was when I was a younger man.
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2 comments
Anonymous
#271464

I'd would go to the local BBB and the FTC since the company isn't delivering on something that works. A washing machine is supposed to wash.

David
Sears Response
#271116

Dear KdF:

My name is Susan and I'm part of the Sears Cares Team. I found your post here and wanted to reach out to you and offer assistance. I am very sorry about the problems you had with your washer. I can definitely understand the frustration you must be feeling over this situation. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience please us at smsupport@searshc.com with your contact phone number and any other information you would like to provide to us regarding this situation. We will get that information over to a Case Manager who will contact you.

Thanks,

Susan R.

Sears Cares Team

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Review
#230697 Review #230697 is a subjective opinion of poster.
Loss
$799

Sears review in Norfolk, Virginia: Kenmore Freezer

I bought a freezer from a military exchange in Virginia about two years ago. After about 6 months, it stop cooling and i called and had a service tech come out and he changed out the filter for freon, checked the charge and it was good. This was under warranty. 7 months later the same thing happened, called sears service, they sent a technician out, and he said that the compressor was bad. He called Kenmore, and they said it wasnt under warrenty anymore, so now im stuck with a freezer that doesnt work. This is how Kenmore does business, even to our military personnel. I will never buy a Kenmore product ever again.
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3 comments
Anonymous
#341291

So it took over 2 months for them to finally fix the problem? Great customer service. How much food did you lose?

Anonymous
#293386

Just wanted to say Thanks to this web site and Stephanie at Sears for resolving this problem with my freezer. It has been fixed and is running great all for less than $100.00 Thanks Again

David
Sears Response
#271618

Dear C24IaHawks1:

My name is Susan and I am part of the Sears Cares Team. I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please send an email to smsupport@searshc.com with your contact phone number and any other information you would like to provide to us regarding this situation. We will get that information over to a Case Manager who will contact you so that you (and others) won't have to continue to be impacted by this. Also, please provide the screen name (C24IaHawks1) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Susan R.

Sears Cares Team

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Review
#230694 Review #230694 is a subjective opinion of poster.
Loss
$300

SEARS; Jay Passman; Illinois

I was sold over a $10,000 central air conditioner thru Sears/Illinois. The right duct work that it needed was never installed. I have worked on this for 5 years, & no one will help me. Finally, after the threat of a lawsuit, Sears finally came down 3 years later & put in the proper duct work, after I paid on the unit for 3 years & it never worked properly. (remind you I paid $350 per month for almost 36months without any air conditioning working properly) Now, no one will service it or return my calls, for the past year. Shame on you Jay Passman & Sears!
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1 comment
David
Sears Response
#271635

Dear Ms. Young:

Dear Cory:

My name is Susan and I am part of the Sears Cares Team. I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please send an email to smsupport@searshc.com with your contact phone number and any other information you would like to provide to us regarding this situation. We will get that information over to a Case Manager who will contact you so that you (and others) won't have to continue to be impacted by this. Also, please provide the screen name (Debbie Young) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Susan R.

Sears Cares Team

With Official Company Response
Review
#230618 Review #230618 is a subjective opinion of poster.

Sears Home Services HVAC

Sears Home Services was the first company to respond and show up to give bids on a new A/C & Heating System for my house. Price from Sears for a Carrier 3.5 Ton unit installed was $11,823 dollars without tax. The same Carrier unit was priced to me by other HVAC companies at HALF that price. Other units from Payne and Fridigaire were quoted by other reputable dealers at less than half for a larger unit. So for some reason Sears thinks you should get pay around $6000 dollars more than you have too. This make me rethink any purchases i may make in the future with Sears.
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3 comments
Anonymous
#663369

What was the Seer rating and was it an apples to apples comparison? Many HVAC companies will sell you the same size unit that was originally installed; despite the contractor buying units in bulk to receive a discount.

A load test is extremely important to determine the proper unit for your home; did Sears or anyone else offer to perform that service (it's normally about $200)?

Anonymous
#410851

I've sold HVAC systems for about 18 years, and I can say that a Carrier heating & cooling system, properly installed, could easily run $11k. Carrier are the Big Boys, and their high end models are the gold standard.

And Payne costs less because Payne is poorly made; can't speak to Frigidaire.

Anonymous
#272546

I also had the same experience with Sears Home Services. They made me feel like we were getting *** for the price we were quoted, and quoted are you going to trust your family with that?

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Review
#230550 Review #230550 is a subjective opinion of poster.

Sears has TERRIBLE subcontracted delivery services!

We recently moved to the Tucson area and left our old w/d set with the house we sold. We are military and once our travel pay came through we went out to buy an new set. After researching the set we wanted online we looked at Lowes, Home Depot, a few local companies and finally Sears. Sears was the ONLY place who could get us the set in 2 days..everywhere else was 2 weeks or more. Being a family of 5 with a newborn and no w/d for the last 3 weeks - we needed a set NOW. Bought the set, paid extra to get them weekend delivered. They were supposed to be delivered today (Sunday). We live on an Air Force base so we made sure their company had permission/drivers that could access the instillation. Everything on our end was set. Phone call Saturday night said they would deliver between 1&3pm Sunday. Sunday (today) we get an 8am phone call saying they had just tried to get on base and were denied access due to base regulations forbidding Sunday deliveries. That was Lie #1. After an entire morning and early afternoon of phone calls and getting the run around we discovered the truth. The set made it from the Phoenix warehouse to Tucson & in Tucson some "brilliant" individual decided they knew better than anyone else and that the set could not be delivered because the base would not allow it. WRONG. After many conversations with Sears locally we have decided to cancel our order because it was not going to deliver until "sometime on Tuesday". Not acceptable as my husband would be working and I have an infant with a doctor's appointment & older children who have insane school schedules so I spend most of my day dropping them off and picking them up. After calling two more locally owned businesses, we found the exact set and can have them today - as I type this my husband is on his way to go purchase them and bring them home in his truck. Oh and Sears, just so you know - we're also willing to spend an addition $130 more than the set cost us through YOU just because we can have them NOW and not God knows when. Never have I seen such incompetence....Sears outsources their deliveries to a subcontractor - perhaps if they did them in house they would care more about what happens to their customers AFTER the sale, because the delivery company sure as heck doesn't. Sears...we're done. :( And after reading some other comments, my order BETTER be cancelled. It hasn't posted to our bank yet so Monday morning it better not magically show up as a debit without an immediately following credit!
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Review
#230437 Review #230437 is a subjective opinion of poster.

Sears review in Washington, District Of Columbia: Lack of Action over Issue

Hello, I am beyond DISSATISFACTION with SEARs and the people that I decided to Google and see what comes up and my family is obviously not the first they have come into contact with. On December 17, 2010, SEARS installed a new "energy efficient" HVAC unit in my home that we are residing in. On January 27, 2011, we received a utility bill in excess of $1,000.00 (YES, ONE THOUSAND). We promptly called SEARS about the issue and they tried to tell us that this is "normal". After phone calls and phone calls, I filed a BBB Complaint and then finally someone contacted me. This complaint was officially filed 2/24/11. A Ruben Perez contacted me to tell us that someone would come out to check the installation of the unit. Nothing happened for weeks. Now all of a sudden, he is no longer on our case and it has been assigned to Rachel Cheek and Tera Mullen. As of today, 3/31/2011 NO ONE has come out and we have been forced to turn our heat completely off because we have $1,900 in utility bills for only 2 months. We have 4 children and this is absurd. Rachel Cheek had the audacity to tell me that is has "been a rough Winter for everyone". Excuse my language, but I don't give a *** because no one else has the spiked usage we have had ONLY after installation of this unit. We live in a simple ranch style home with only 3 bedrooms and 2 baths. Last winter, our usage was nothing of the amount, so this Winter would be no different. I am fed up with SEARS and their lack of action and non-chalant attitude. I even went as far as to contact the Operations Manager of our City and have him email them about our average usage and the apparant spike that occured. All Rachel Cheek does is send out *** emails and not act on a *** thing. I will continue to file with the BBB until an acutal resolution is reached and not empty promises to even START on the issue over a FREAKIN month later. I see now that we are dealing with a person who has not done anything in the past for other people except "see what she can do". How about "seeing" an ACTUAL RESOLUTION?
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Review
#229896 Review #229896 is a subjective opinion of poster.
Service
Sears Installation

Sears review in Yonkers, New York: Dont waste your time with this company

five times I patiently waited for a delivery on a clothes dryer and it didnt show up!!! we took of work to have it delivered..Nothing! No Delivery! where is it..no one knows..no one cares..everyone at sears passes the blame!!! The manager is never in..will not return calls..basically the store in white plains new york is a big sham..Dont WASTE your TIME or MONEY!!!!!!!!!!!!!!!!! They dont seam to care about their customers... as long as they make a sale. I will cancel my sears cards and Never Purchase from this store again!! I am this angry, because its not the first time it happened.
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1 comment
David
Sears Response
#267510

Dear Anonymous:

My name is Susan and I am part of the Social Media Support Team, and I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Anonymous) for reference to your issue and we do look forward to talking to you soon.

Thanks,

Susan R.

Social Media Support Team

With Official Company Response
Review
#229745 Review #229745 is a subjective opinion of poster.
Service
Sears Manager
Loss
$570

Sears review in Washington, District Of Columbia: Warranty repair did not come out to see problem.

My wife and I purchased numerous applainces from Sears in the past couple of years for our newly built home. I have seen the Sears repair man more than I want. My LG refrigerator has been replaced 3 times. Now my brand new LG top of the line washer has stopped washing in the middle of the cycle leaving water in the tub. The Sears techinician tells my wife over the phone of the procedure of getting the water out of the tank. We have been without the washer for 2 weeks and the techinician tells my wife over the phone he knows what is wrong with it and he is ordering the part. I am going to be extremely mad when the part comes in and it is n ot fixed. I will start purchasing my items from another store.
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Review
#229575 Review #229575 is a subjective opinion of poster.
Service
Sears Repair
Loss
$1300

Sears is no longer the company it used to be...

My mother's 50th Birthday is coming up in April, and I decided to buy her something she really needed, a dishwasher. I researched dishwashers on the Consumer Reports website and found the one that would best suit my mother's needs. The least expensive model was from PC Richards for $399. However I decided to go with Sears, even though their price for the dishwasher was $599. I chose Sears because of their reputation for excellent products. I checked online and saw that Sears was offering "Free Shipping" on products over a few hundred dollars, which the dishwasher certainly was, as well as a price match guarantee. Instead of making the purchase over the internet, I chose to be called by Sears. Cathrin D., who called me from Sears Blue Team was very helpful and offered me several add-ons, including an installation kit and a three year warranty. She also helped me price match the dishwasher. Cathrin told me that this dishwasher was in stock and could ship out by the beginning of the following week. The following week, my mother received a phone call at 5:30 in the MORNING, on Tuesday, from Sears saying that they had her installation kit, but didn't have her dishwasher. At 10am, an installation company called "˜A1', called my mother and said that they had her dishwasher ready for delivery, but no installation kit. My mother asked them how they were going to install her dishwasher, which I had told her was COMPLETELY paid for, without the kit. "˜A1' told my mother that they were NOT going to install her new dishwasher, but just drop it off. My mother told them not to and then called me in a panic. I reassured her that this must be a misunderstanding, seeing as how I HAD PAID IN ADVANCE FOR THE DISHWASHER, THE INSTALLATION KIT, THE INSTALLATION, HAULING AWAY OF THE OLD WASHER, ETC… I called Sears and was transferred from one department to another, having to repeat my story to every new representative. This went on for THREE hours! Not one single representative was able to help me with the whole issue. Finally I demanded to speak to a supervisor. "˜ Kevin' explained to me that the installation kit that I had purchased through Sears was on back order and I could be refunded for the installation kit and instead, buy it directly from "˜A1'. However, he could not complete this transaction himself, but had to transfer me to yet another representative, at which point I had to explain the whole story again, in order to get my refund. I then called "˜A1' who refused to sell me the installation kit over the phone, as Kevin had verified they would. They told me that I would have to buy it from Sears. I had already bought it from Sears and gone through this whole rigmarole with them. "˜A1' gave me the number for a Sears in Winter Park, whom they said could help me re-purchase the installation kit. I called Sears in Winter Park, who said "˜A1' was wrong and they could not handle this for me. They transferred me instead to an installation department. The installation department had to hear the whole story again, and they took my credit card number to charge me $24.99 for the new kit. I reminded them that I had originally only had to pay $11.99 for it. So they agreed to charge me that price. I was looking at my receipt from Sears today and noticed that at the end of the bill I was charged a $69.99 shipping fee, after I had been told that shipping would be free. Sears and A1 rescheduled the installation for the following Monday between 4pm and 8pm. A1 was late, only finally arriving at 8:15pm. Does Sears believe that a provider showing up late, causing a client to lose income by taking off work, is ok? The dishwasher was installed and my mother called me and told me that it was stainless steel, I HAD ORDERED AWHITE DISHWASHER. Can Sears get anything right? Not only am I frustrated, disappointed and angry at the service I have received, I have been overcharged by Sears. I feel the Sears team is incompetent at best. No one person was able to resolved my issue. There was no communication between representatives as to what my issue was. Sears tried to send out an order without all of the necessary parts and then sent the wrong dishwasher.
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1 comment
David
Sears Response
#267519

Dear Chayatopas:

My name is Susan and I am part of the Social Media Support Team, and I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Chayatopas) for reference to your issue and we do look forward to talking to you soon.

Thanks,

Susan R.

Social Media Support Team

With Official Company Response
Review
#229387 Review #229387 is a subjective opinion of poster.
Loss
$599

Sears review in West Palm Beach, Florida: Voided our Central A/C Warranty

Purchaced a 3000$ central A/C unit from SEARS. Aprox. 7 months old, unit broke down. Called Sears re: service call to my home, was told could NOT send a tech for 14 days. ( Heat here in So. Fla. close to 100 ) I called a local A/C company as needed A/C right away ( 80 y.o. living in home ) Unit needed a new Compressor...at 7 months old. Local company replaced compressor at cost of 1000.00$ Several months later had 2nd issue with unit breaking down...called SEARS again.....was told by SEARS being I had an "outside" company fix it....WARRANTY WAS NULL AND VOID.....PEOPLE--PEOPLE--PEOPLE, STAY THE FREEK AWAY FROM SEARS......COULD CARE "LESS" ABOUT THE CONSUMER....NICE THING IS THO.....SEARS WILL NEVER, NEVER, EVER....GET ONE PLUG PENNY OUT OF MY POCKET AGAIN.....HEY SEARS, WHEN YOU SCREW.....YOU LOOSE !
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2 comments
Anonymous
#556176

You are a ***, ANY Warranty for any appliance from ANY seller or manufacture is VOIDED the very second someone else does any work on that appliance. READ ANY WARRANTY. DUMMY.

David
Sears Response
#267525

Dear PROWRESTLER54:

My name is Susan and I am part of the Social Media Support Team, and I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (PROWRESTLER54) for reference to your issue and we do look forward to talking to you soon.

Thanks,

Susan R.

Social Media Support Team

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With Official Company Response
Review
#229357 Review #229357 is a subjective opinion of poster.
Loss
$3000