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Sears A/C extended service agreement worthless

39 days in South Florida, July and now August with NO A/C!! Just lots of run around, hang-ups and very rude customer service reps. Wrote letter to CEO, canceled 30 year account and contacted BBB, FL Attorney General and Consumer Affairs. Small claims court will be next to recover losses & added expenses of window units. The current email address for Aylwin B Lewis President & Chief Executive Officer of Sears is alewis@searshc.com. His address is 3333 Beverly Rd. Hoffman Estates, IL 60179. I encourage anyone who has had similar issues with service & repair to let him know how you feel. We did with a registered letter and our shredded credit cards. We may not hear anything back, but it felt good. No more Sears for me!!!! !
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3 comments
Anonymous
#31240

By far, Sears has the worst technicians and warranty policies. The tech that came to service our refrigerator had someone guide him over the phone the whole time (very unprofessional).

The part that needed to be replaced was under manufacturer warranty yet the only way to order it was if a Sears tech came out and installed it.

This warranty is garbage and worthless. I would advise to never purchase any items from this company.

Anonymous
#30069

The CEO of Sears Holdings is no longer Aylwin B Lewis, so this e-mail address is worthless. The company has an interim CEO, W Bruce Johnson, and has had such for close to six months. They are still "searching" for a new leader.

Anonymous
#27225

I hear you. Please see my posts about our experiences with sears appliance service.

I am thinking about going to lowes or depot and just buying another washer.

I am just flat plain tired of dealing with the incompetence that is sears. :(

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Review
#130867 Review #130867 is a subjective opinion of poster.
Service
Sears Repair

Sears in Mcalester, Oklahoma - Detergent

i was given a rain check for 4 buckets of laundry detergent when it came in i could only have one bucket because they did not get enough to go around well thats not my problem its just sorry service at the mcalester, oklahoma store and if i knew a lawyer i would sue just to be an *** like your sears folks in mcalester actually sears put it on sale i bought a bucket the day before and nobody said anything about it going on sale then when it did they just decided they would screw us out of the sale price so they could reap bigger profits i am very very pissed and everybody i know will be warned of this illegal stunt they did if you cant make it honest then close your doors. kenneth christopher 372sw1050th ave wilburton, okla. 74578 i expect a correction on this matter there were a lot of pissed customers and by the way this is not democracy when we have to agree to your *** terms before we can post
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2 comments
Anonymous
#27876

sears price matches for up to 30 days so you're weren't screwed or ripped off. Pay attention t sales flyers next time around

Anonymous
#27390

You can go back and get the difference.It's still a second trip but it's money and it sends a message(if the read the data) that we really only want to buy this stuff on sale.I think you acan go back for upto 30 days for a price match.

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Review
#130855 Review #130855 is a subjective opinion of poster.

Sears Service - Poor!

We bought a sears front loader washer a few years ago. The rubber gasket in the front of the unit that holds the water in the tank broke 3 - 4 times. They rebuilt the machine but finally gave us a new one. Problem solved? No! The gasket just broke again on the new machine and flooded our upstairs, again. We set-up an appointment for them to come out today to fix it. They were to call in advance to tell me the approximate time they would be here. Instead I get a call from Dave the service guy telling me that since I didnt pick up the phone, I would have to re-schedule. Totally ridiculous! I will never ever set foot back in sears.
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1 comment
Anonymous
#27395

TO the site administrator:

Please ban zhifanzhong8,lin006,Wholesake Nike for useless,shameless and UNEthical SPAMMING.This spammer is degrading the site.AND remove those post's as well.

Thank You

Review
#130759 Review #130759 is a subjective opinion of poster.

Sears - Terrible Service.

I asked Sears to come and service my A/C unit that I bought from them not too long ago. I was getting desperate because they were not showing up. I called another company 1hour heating & A/C who came out within 1 hour. When Sears arrived at about the same time, the salesman, who just happened to tag along with the service tech, steamed out of my driveway refusing to come into my home and give me an estimate. I did not turn them away, they turned away from me. Now I am being billed 170.13! I did not have any paperwork given to me, nor was I billed before today. This being said, I was immediately put into Collections and I have 3 days to pay the bill. I am trying to dispute but some of the reps are very mean. I have been on the phone ALL day, and I've been called, a liar, cheater, and a scam artist. Sometimes I don't even know what they are saying to me because they don't speak English. I thought Sears was a good company, but I have learned otherwise. Consumer Beware!
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1 comment
Anonymous
#26628

In response to your article. The best thing to do is contact the unit district manager directly.

Find out where your local unit is and ask to speak to the District manager. That should light a fire under them. Also, I know Sears outsources to places like Guatamala and the Phillipines as well.

And the way to get past that *** voice recognition system is to keep pressing zero after each prompt, it takes about 3 or 4 times to get to hold for an operator. Good Luck!

Review
#130431 Review #130431 is a subjective opinion of poster.
I purchased four new SUV tires at a cost of $780.00 from Sear's Auto Center in Oak Brook, IL. Eddie, my salesman, proceeded to ring up my order automatically adding the $60 Road Hazard Insurance to my invoice without asking permission to do so or even explaining...
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9 comments
Anonymous
#391580

Seared Too

"free after you pay for the policy"?!?!?! BRILLIANT!!! I'm sure Doesn't Matter will use that himself.

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Review
#130300 Review #130300 is a subjective opinion of poster.

Sears - Sub-standard Repair Service

On purchasing a Frigidaire Side-by-Side Refrigerator in 9/04, I also purchased an Extended Warranty from Sears in Yorktown Heights, New York. Over the July 4th week-end, of 2008, the Ice Maker stopped functioning; Sears Repair was immediately contacted and gave me an appointment for July 25th. The technician never showed, never called; Sears claimed he called in sick, early that morning but, no one from Sears ever contacted me. Day One of no work/lost wages and, I bitterly complained. On Saturday, July 26, 2008, Sears called to say that a technician would be at my home that afternoon; again I left work. Sears then cancelled that appointment saying the technician was "too busy" and re-scheduled for Monday, August 4, 2008, from 8 a.m. - 12 Noon. Day Two of no work/lost wages. Today is August 4th; the time is now 3:28 p.m.; the technician STILL has not shown; he is overbooked. Sears insisted he would be at my home by 12 Noon; he stated otherwise. Day Three of no work/lost wages. At 3:29 p.m., the technician phoned to state that he was in the area and that I was next in line. Whether or not he will keep this appointment is nothing more than a guess. I have contacted the New York State office of Consumer Fraud with regard to Sears failure to comply with the terms of a legal contract and I will be seeking reimbursement for my three days of lost wages through legal channels if Sears continues to shirk their contractual responsibilities.
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Review
#130205 Review #130205 is a subjective opinion of poster.

Sears Kenmore Dishwasher

I, like many other disappointed consumers, purchased a Sears Kenmore dishwasher in 2006. It failed to fill with water after about a year and a half of owning it. This might seem like an unremarkable problem, except that I live alone and only wash dishes in the dishwasher after large gatherings. I had used this Kenmore dishwasher less than 20 times. I had a repairman come out here to help me get it working. He got it to fill with water... but now it won't drain and rinse properly. Fortunately for me, I am not using Sears' repair, because they want about twice the amount of money that my repairman is charging me. Sears also does not service their appliances where I live on Saturdays... but they were more than happy to try to sell me an EXTENDED warranty for another couple of hundred dollars. After 20 uses, this dishwasher is most like headed out the door. I wish I had my old 1977 dishwasher back now! It would have cost a LOT less money to repaint it from harvest gold to white.
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Review
#130042 Review #130042 is a subjective opinion of poster.
With Official Company Response
we paid 1800 dollars for a new refrigerator in 2004, I have had service out 6 times for the same problem with the ice maker and they havent been able to fix it,each time called we were charged 90 dollars for the service call which totals 540 dollars the only reason we...
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4 comments
SearsCares
Sears Response
#316041

Dear Rick:

My name is Susan and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. I can only imagine the frustration you have endured while getting your refrigerator repaired. Our intent is to have your appliance working properly and not to have the same issue happen again or to wait on parts to arrive with no refrigerator to use in the meantime. 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 (if different than the 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 directly so that you won't have to continue to be impacted by this. Also, please provide the screen name (Rick) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

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Review
#130023 Review #130023 is a subjective opinion of poster.
Loss
$1800
Sears customers since 1987. Purchased first Master Protection Agreement at $400/year. Cost is now $2,199. Purchased a new washer/dryer, and we were NOT informed to install on a hard cement floor, or first floor due to the high speed cycle. Complained to main office and...
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2 comments
Anonymous
#26631

You need to get ahold of the store manager at the store where you the items from. Explain to him/her that your salesperson never informed you of this information and see if they can work something out with you. Like try to get you another unit that may be more compatable.

If not, there is always the district manager or regional manager to complain too. Never settle for a no answer. You basically have 90 days for a return on all products and after that they may charge a restocking fee. as far as the associate who sold you the unit, he may have not known about this problem. they basically work on commission selling is their main priority. As far as the air conditioner problem, it looks like a possible misdiagnosis or part failure. contact the tech mgr asap. asked to speak to the tech mgr of your local service unit. if there isnt one avail to talk to right away, ask to speak to a support manager, and at last resort, ask to speak to the district or regional manager. that should get them moving and get this thing diagnosed correctly. there is also National Customer Relations (NCR) 1-800-659-7077, in which you can complain too. This is basically a corporate complaint number. Oh yeah, btw, always get a name of the rep you speak to as well as a unit # that they work out of, and their associate or badge number. I understand that its hard to understand them b/c they are from Guatamala and the Phillipines.

Also, when you call NCR, you get put on a customer compalint list that the reps at your local unit have to pay attention too . If they do not try and resolve these complaints/concerns, then the district mgr gets them, and then its not a good situation for the reps that are supposed to "work" these complaints.

. May I ask what is going on with your Maintenance Agreement? Is there a problem with that as well?Good Luck

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Review
#129985 Review #129985 is a subjective opinion of poster.

Sears Warranty is a S C A M!!!

I purchased a new front load washing machine with the extended warranty from Sears in 2006. The *** broke off of the machine in July of 2008, while it was still covered by the warranty. I called to make a service appointment and was told that they could only give me a service time window of 8 am to 5 pm. The technician arrived at 3 pm the day of service and was unable to fix the machine. He ordered a part, which was delivered to my house the day before the follow-up service call. The part we received was obviously the incorrect part, so I called Sears to alert them and possible save myself the day (they would only give me an 8 am to 5 pm window again.) During my first phone call, I was told that the parts department would call me. They never did. The day of the appointment, I called again and was told the technician would call me. He never did. On the third phone call, I was allegedly transfered to the Escalation department, where they put me on hold and allegedly called the technician. They claim to have talked to the technician and he promised he would fix it today, no matter what. He got here at 2 pm and could not fix the washing machine because he had the wrong part. He claimed that no on ever contacted him to tell him I was concerned about having the wrong part. Now they are telling me that they can only give me another 8 am to 5 pm service window, but maybe they could do it on a Saturday so I can stop using vacation time to get this resolved. BUT, they would not make the appointment today because the technician had not resolved my case. I paid good money for an extended warranty and Sears has not honored it. Not only that, but by only providing an EIGHT HOUR service window, they have caused me to take two days of vacation time. I make $43 an hour at my job and have already had to take 16 hours off, losing $688, almost the cost of the washing machine. Now Sears wants me to take another day off, which would be an additional $344, the cost of the warranty. This is horrible customer service and I wonder at its legality. Just because Sears is a big business, that does not mean they should get to treat paying customers this way!
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Review
#129886 Review #129886 is a subjective opinion of poster.
Loss
$300