Update by user Dec 23, 2014
Letter to Mr. Lampert:
RE: Case #: 1572521, Dispute Claim #: 1969633, New Case #: 3078657
( firstname.lastname@example.org ) I have been told to contact you by your Customer Solutions Center as they have informed me, there is nothing else they can do. This is in regards to a situation that is completely document at this web address: http://sears.pissedconsumer.com/kenmore-refrigerator-big-piece-of-junk-20130717430133.html . It has been completely document from the beginning to the present. (Note that the original issue,(multiple broken refrigerator parts) handled by a rep name Brian and a decision from the Executive team HAS BEEN RESOLVED.) This issue is in regards to a promise made by one of your reps to send me another part (a glass shelf)- $48, free of charge as a courtesy due to all the problems that I have been having with my Kenmore refrigerator.
In summary, your company has now sent collections after me 1 year later, for an issue I thought was resolved. This has now become an issue of “he said / she said” at this point. However, there are a few areas where Sears cannot verify or justify which only incriminates them. 1) If I was to pay for the part originally as noted in the reps notes, why didn’t they ask for my credit card number at the time of the order?
2) If the part was $48 – why are they charging a $79 service charge for installation, when no one ever came out to install anything? 3) Why can’t they locate the service order or acknowledge where the additional $79 came from? 4) When I opened the billing dispute, why didn’t I hear anything for over 1 year? This and more are all listed in the notes at the web address listed above.
I have also contact RMS and provided them with the appropriate information. The only acceptable resolution is to honor your original request and close this claim of $128.51. There is a clear and blatant attempt to cover up something here and put the responsibility back on the customer.
Please let me know if you have any further questions. Regards, xxx xxxx
Update by user Dec 23, 2014
HELLO RMS DISPUTE REPS - please review this entire thread from the bottom up. Note that the original problem that was the start of this thread, was taken care of by Sears.
The issue you are investigating is in regards to the glass that broke afterwards and the promise made by the Sears Rep that it was to be sent to me at no charge and the fact that they are charging me for the part and a service that never happened. This has become an issue of "he said / she said".
Today 12/23 I spoke with Brandy Swope at RMS - explained the situation. Gave her the pissed consumer URL she will forward over to the RMS dispute department. Explained to Brandy that there are some major issues and missteps here at Sears which only incriminates Sears and justifies my claim.
(1) IF they claim that I was to pay for this $48 part, why DIDN'T they ask for my credit card # on the original call? Why? Because I was told by Renee, due to the problems you have been experiencing, we are sorry for the inconvenience we will take care of this for you and not charge you for the part. (2) Where did the $79 additional amount come from?
A service install fee? Which was not rendered, not one ever came to home to install a piece of glass. (3) They cannot locate the service order that they want to charge me $79 for.
(4) Why did I not heard anything after the dispute case was opened at Sears? (5) Why did it take them over a year to send this to collections?
Thanks for your time
Update by user Dec 23, 2014
Customer Solutions, Melissa, said there is nothing they can do other than me writing a letter to the Head Office and contacting Mr. Eddie Lambert - position - CEO - main complaints go to him.
3333 Beverly Road
Hoffman Estates Illinois 61079
This has become a he said / she said issue from the case managers.
Note the following - they are charging me for a service charge that never happened.
The part was $48.95 where does the extra $79.56 come from?
New case# 3078657 - she cannot tell me where the $79.56 came from and realizes that is not correct. 42 minuets later - now calling the collection agency.
Update by user Dec 23, 2014
OMG would you believe it?! - I just received yesterday, 12/22, a collection letter from RMS - Receivable Management Services.
This is 1 year later after I spoke with someone that claimed they would take care of the issue. Called and spoke with Mellisa. She just told me her notes stated that I was made aware that I would be responsible for some of the costs and that the original rep Renee - stated I was aware of this. This is obviously a blatant attempt to cover something up, as that WAS NOT stated to me at all.
I was told - due to the problems I was experiencing that the glass would be sent to me at NO CHARGE, NOT COST, not %50 of costs - NO CHARGE.
And if all of this was correct, why would it take them over 1 year to send a collection letter. On the phone now with Melissa - trying to resolve this.
Update by user Aug 21, 2014
Might as well update this since I am here - I have never heard anything back from the last update. They must have realized they screwed up and just closed it.
Update by user Dec 06, 2013
Well, surprise, surprise - I knew it was too good to be true. 2 months later I receive an invoice for $128.
The part $40 and the service $78 - to install the part. Mind you - I received the part in the mail as the rep "Renee" stated I would, but no one from Sears ever installed it, as expected. Seriously? - $78 to place a piece of glass in a shelf?
- After calling 5 phone #'s 2 disconnections and 5 service reps I finally get in touch with "Shannon" who needs to open a Billing Dispute case with ANOTHER department to try and remedy this issue. I will never ever buy anything from Sears again.
Update by user Sep 28, 2013
Though my problem has been resolved, a friend of mine just purchased a Kenmore refrigerator from Sears ... and ...
the deli draw compartment broke the next day after it was delivered. They returned it and bought a GE. Stay away from Kenmore.
Even though their customer service will do right by you, do you really want the headache of busted equipment? Sears / Kenmore / LG whomever makes these things needs to step up their game and use strong materials.
Update by user Aug 29, 2013
So - instead of calling "Brian" back who would no longer return my calls and who had closed the case and washed his hands of it (so it appeared) - I called the main number - and navigated the phone system until I got an operator. Pressing 0 the first time did not work, it did not bring you to an operator.
I kept calling and dialing different two digit extensions until I got someone live. So happens "Renee" (very nice lady) - had to reopen my case and understood my situation. I was willing to work with them on the best option for me. She found the part for me and is shipping it to me at no charge.
That is customer service.
So 0 the refrigerator will finally be fixes as it once was. However I do not appreciate the original rep ignoring my calls.
Update by user Aug 22, 2013
As I changed the bottom tray part, the glass shattered. I am not sure why that happened, I did not put any unusual or strong pressure on it.
I just started to disconnected the metal bracket from underneath and then BOOM! glass everywhere. I contacted the corp executive team multiple times to see if they can work with me to replace it, maybe give me a discount on a new one. NOW 3 attempts and I get no response.
It feels like, "OK we solved your initial problem, now you are on your own". I wouldn't of had this problem in the first place if it wasn't for this piece of *** refrigerator breaking to begin with.
Update by user Aug 17, 2013
All I can say is THANK YOU Sears! Problem solved.
However, first I must acknowledge pissedconsumer.com, if it wasn't for this site, Sears would have not responded as such. Remember I did register a complaint over a year ago through a normal email and phone call, as per the original post, and they told me their was nothing they can do for me. I believe it was the fear that others reading this post would help deter future purchase decisions which made them react. So that being said, thanks to Sear's social media team - they saw this complaint and were able to RESOLVE my problem to my satisfaction.
Brian from Sears Executive offices consumer support was in contact with me on a regular basis and was able to get me all the parts I needed at NO COST to me. The amount was over $300 in parts and $200 in labor. I performed the install of all the pieces so they did not have to incur the $200 additional cost.
This kind of customer service is what will make a return customer out of me, they stood behind their product and made us happy! Thank you Sears and pissedconsumer.com.
Update by user Aug 07, 2013
Sears scheduled a technician to come out free of charge - got an estimate of what was needed - a total $507 was diagnosed for the parts and repair. - $305 parts and $200 labor (to put the draws in the refrigerator, can you believe it?) - waiting on the rep to get back to me with a reasonable decision.
Update by user Jul 23, 2013
Here is the email I sent to Liz in response to her comments on this complaint:
Hello - To whom this may concern,
Liz R., Social Media Moderator from Sears Social Media Support contacted me (via the comments section on Pissed Customer) in regards to: http://www.pissedconsumer.com/reviews-by-company/sears/kenmore-refrigerator-big-piece-of-junk-20130717430133.html - the screen name is cssmgt.
You can contact me at xxx-xxx-xxxx - this is the number we used when we purchased the refrigerator.
Please note that a previous case #6068114 was assigned back when I complained about this a few years ago, but nothing was done.
I appreciate your assistance, however if you truly want to help me, as stated in the comments, I feel that the only acceptable resolution is to send me all the replacement parts for all the things that have busted.
Just like Craftsman, Stanley, Mophie, Otterbox, Moen, Foodsaver and other reputable brands, they stand behind their products and when something does not stand up to normal wear and tear they replace it for free.
Thank You and Regards
Update by user Jul 23, 2013
So far - I received 2 phone calls from their Executive office. This is a very good sign.
(1) To acknowledge that they saw my posting on this site, apologize for not being able to do anything the first time as well as to open a case to log the complaint. (2) They are scheduling a service technician to evaluate the damaged pieces to get an overall cost estimate. Although it appears promising I am still unsure where this will lead to. I'll update here as the situation progresses.
Please note as I have seen with other complaints against Sears/Kenmore on this site, nobody can locate any of the service records that I logged in the beginning when the door first broke during the first year. Odd
Original review posted by user Jul 17, 2013
Below is a letter and response from Sears / Kenmore in regards to one of their products. Kenmore Refrigerator Elite.
Bottom line, never buy Kenmore - they are poorly made products.
To whom this may concern. Please understand that I am not sending this info to you to rant, I am sending it to you with hopes you will improve your quality of product and that you will accommodate my problem to some degree.
Can you please forward this to the appropriate individual who can handle such requests as this? It would be greatly appreciated.
I am sorry to say, however every time I go into the kitchen, I am reminded of the mistake I made purchasing this product from Sears. I am completely dissatisfied with my Kenmore Elite refrigerator - Model 795.7554640 serial - 507kr00562 - we had it for over 6 years so far and within the first month something went wrong with it - the door latches busted - we had it fixed under sears warranty at the time - TWICE. Since then this thing has been nothing but a piece of junk when
it comes to the finish on the outside and inside parts, except for the compressor - thank goodness). The crisper bins busted, the crisper bin draw sliders busted, the buttons to unlock the bins busted, the front crisper storage covers busted, the center tray cover and draw busted - the freezer rack falls off all the time - the bottom draw never closes correctly - and if it is left open accidentally (which is not always easy to tell) the reminder alarm does not always beep - the water spot gets gummed up often with black stuff (either charcoal or mold), the fake stainless steel finish dents very easily. The main reason we bought the unit was because of the finish that the sales rep sold us
on. That was a huge mistake. I have a real stainless GE Dish Washer and Microwave and Stove and that thing takes a significant amount of pressure to leave a mark.
As it stands I will never buy another Kenmore appliance due to this experience.
I feel a fair resolution to this issue is to send me replacement parts for the crisper bins, covers and draws. Under normal circumstances I would have purchased over time, but due to the age of the equipment and the consistency at which it breaks - I refuse to sink any more money into this poorly produced product.
Here is there response:
Thank you for contacting Sears/Kmart. We appreciate hearing from you.
We understand your concern regarding your case#6068114. Upon
reviewing your case, your refrigerator does not qualify for a replacement outside your warranty. We understand you were having an issue with your refrigerator from the beginning, however I was not able to pull any service order for your refrigerator. It is understandable you do not wish to pay extra cost to have the unit repair. The only thing we can
offer is to offer you a 10% discount toward a new purchase for your refrigerator.
If you wish to accept this offer, please respond to this e-mail.
Once again, we apologize for the inconvenience. We value your
relationship with Sears/Kmart and hope that you will continue to make Sears/Kmart your choice for quality and value. We appreciate your business and look forward to assisting you in the future.
Monetary Loss: $500.