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Update by user May 18, 2015

This is an update to my experience with the maintenance warranty company noted in a previous update. Although this maintenance warranty does replace appliances that are not repairable, I would warn you on the contractors they send out to your home.

I have found some to lack ethics and quality workmanship. I would not buy anything they are selling. They seem to augment their earnings by selling useless and non-needed products and services. I would just tell them flatly no.

I would also require proof of a license for the discipline they are working on. Air Conditioning license for AC work. Electrical license for electrical work. I would, where necessary, require them to provide proof of a permit whose cost is covered by the maintenance company on installations and full replacements.

If you have a problem call the President of the company. Do not waste your time speaking to their Customer Service Department. Most company Customer Service Departments are ineffective to resolve problems or better to change the culture or structure to affect lasting change. Overall this company, which I choose not to endorse by name, but to encourage all Sears Maintenance Customers to do their homework and seek out an alternative to Sears because Edward Lampert and Sears leadership has no intent in providing Customer Service.

I have yet to receive a call from any of Sears' Leadership.

Consumers need to make service companies accountable by taking their legitimate complaints to the CEO or President. Require them to make you whole and to change their practices and contracts that enable bad outcome, such as, unqualified contractors, contractor reward and compensation systems that discourage appliance replacements or contractors from doing best for the customer.

Original review posted by user Mar 06, 2012

Sears Holding Corporation (SHLD)

CEO/President, Louis D'Ambrosio,

Chairman, Edward S. Lampert,

Divisional Vice President, Brian Carey,

My family has been a loyal customer of Sears for several generations. Our purchases have included many of the services and products offered throughout the years, such as, appliances, clothing, tools, tractor, auto services, tires, batteries, home improvement and Master Protection Agreements(MPAs). I hope to access through this communication those responsible for preserving the Sears Brand advanced by its emphasis on Customer Satisfaction and the inherent value it brings to its stockholders.

Early this year, I had a Energy Adviser from my utility company conduct an energy audit. Upon examining my air conditioner he advised that the dirt and mildew in and outside of the unit represented a health risk. I shared with him that the units have been cared for by Sears through its Master Protection Agreement (MPA) for over 14 years. He advised that a properly maintained unit should not have dirt, bacteria and mildew growing. As the images show dirt and mildew is evident outside and inside the unit.

I initiated the first of four opportunities for Sears to clean the unit with the first attempt on, February 9. A total of four different technicians examined or attempted to clean the areas in question and concluded that due to the age of the unit and dirt that had accumulated further cleaning is not possible. Yet the pictures I sent show dirt and mildew despite their efforts.

Upon realizing that these attempts by the technicians were not resolving the problem, I initiated a call first to the Resolution Hotline then to Sears' CEO Louis D'Ambrosio. I was forwarded to an, "Executive Customer Service Manager", who after sending another technician and researching the issue concluded on replacing the unit. On February 17, she initiated a service call to have a technician verify the model number and specifications so that she can replace the unit. On February 24, she recanted and advised me that Sears will not replace nor make any further efforts to properly resolve the problem since the Local Service Center indicated that the black stains in and out of the unit were not mildew but dirt. I asked whether she would like me to send her pictures and she proceeded to indicate her decision was final. I then took pictures and forwarded them so that she can independently make a decision. After several attempts to confirm receipt and consideration of the images she finally responded by reminding me that her decision was final and any further attempt to communicate with anyone at Sears will be funneled to her and only her. So when I attempted to seek help through MySearsCommunity, I received a call from her with the same poor response and reminder that she will continue to call me if I tried to communicate my concern through other channels. Given the lack of consistency and independence, and the poor attitude shown by this person, any future communication by her will be interpreted as harassment.

Many generations have presided over this great company with an emphasis in Customer Satisfaction. Sears built a reputation for providing quality products and services to the guaranteed satisfaction of its customer. This served the company well as generations after generations have poured in their hard earn money because they knew Sears met their commitments and provided service excellence. I too have brought into that expectation for over forty years with many purchases and referrals to Sears especially for their Master Protection Agreement /Service Maintenance Agreement programs. I trusted Sears to properly maintain and care for my A/C unit and it let me down. I write to you to seek your assistance on my complaint and your need to foster better customer service in your Executive Office. As a long term holder of Sears Shares, I also ask that you preserve that Sears Brand as so many Executives before you have and the value and goodwill to the company's Balance Sheet.

Your follow-through is greatly appreciated.

RC

Case Number #3941815

Review about: Sears Cleaning Service.

Monetary Loss: $5000.

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Anonymous
#1063388

Why would anyone be surprised by Sears' horrible customer service, they obviously have fallen to one of the worse companies in America.

Anonymous
London, London, United Kingdom #969681

Sears you are hanging by a thread the only good thing you have is joe boxer clothing

Anonymous
Van Wert, Ohio, United States #969680

Sears you *** *** suck you made kmart go straight to *** im not driving 40 miles to kmart you shouldve kept the decatur indiana one opened im not shopping online

Anonymous
Bay Shore, New York, United States #864653

My name is XXXXXXXXXXXXX and I am a card holder with Sears for 20 years, over the past 20 years I have dealt with Sears in many times, spending thousands of dollars. On August 11, 2014 I purchased a work bench for a new $40,000.00 garage built on my home.

After waiting three weeks long then the expected shipping time the product came in. ( 7 peace's making up the bench and cabinet ) Most every item was bent, to the point of returning the items to the store only to get the new shipment arriving in the same condition. I attempted to call the store and work it out, the manager as well as the associates were no help at all with very little retail experience, and or customer service. I then attempted to call Sears and met with operator "105" with a real bad attitude.

I now attempt to contact you via E-Mail. These items took me eight hours to assemble and required doing it twice, once from the first shipment, and then again the second shipment.

All I ask is that I be treated correctly and that the item be marked down only after carefully inspection by a manager of the store. I can not rebuild this bench and exhaust another eight hours or receive another damaged shipment.

Anonymous
#823776

Update:

I have terminated my Service Contract with Sears on my Air Conditioner and other appliances. I have replaced them with a competitor.

This competitor is less expensive and has exceeded my expectations regarding service response and replacement. I can share that they provide whole house coverage at approximately, $60 per month, instead of Sears per appliance contract. Although they do charge a service fee for each service call,$75, there are no other charges for the repair and/or replacement. I have had this contract for some time to evaluate it before providing an evaluation.

Within a 18 month period they have repaired three of my appliances and replaced two. Their service response is faster than Sears.

I share this to support those comments that encourage readers to vote with their feet by walking away or boycotting Sears. At the same time I wish to provide Sears insight to what works, if not, to provide loyal customers, employees and investors further reason to leave this formaly great company before the assets are totally stripped by the vultures.

Anonymous
#796836

I work for sears. First of all I would like to apologize to the poster for his bad experience with sears.

Secondly, Sears is not a real company anymore. It is just a collection of assets being sold off one by one.

That is why senior management doesn't care anymore. You cant put sears out of business, sears is lampert is putting it out of business, intentionally.

Anonymous
to Anonymous #823751

I agree with you completely. Greed...

Anonymous
#773361

lets all get together and boycott sears and put

them out of business..that way they can't cheat people

out of there hard earned money...lets do it......lets

get the media involved first

Anonymous
#773359

sears use to be top of the line store! now it's not.

you have to be careful on who you put in to repersent

your business because that one back apple can spoil

the whole barrel...

your reps are awful. but l will get intouch with someone who can help me with my situation....trust and beleive.

Anonymous
#760009

We are deeply disappointed that you show that Joe Boxer jingle bell commercial with those men. Shame on Kmart.

Whoever approved that commercial should be fired. Kmart not a family store.

Anonymous
#682192

On June 27th I tried to place an order for drapes and curtains. I spelled ever thing out.

Names, my address ship to address,email and credit card. After doing all of this the Lady taking my order from India would not let me use my $5.00 coupon or a gift card. She told me to use it on something else. I told her that the gift card was the reason I called Sears with the order.

she kept putting me on hold because she could not figure out my tax. She kept telling me it was 15 -18%. The next time she put me on hold she hung up. So when I called back the next lady said she would cancel that order and star fresh using my $5.00 coupon and my gift card.

Again I repeated the spelling of names and address's . My son that was suppose to get these curtains is in the US ARMY. His was shipping address I gave both ladies. Not once did they say I could not use his P.O.

Box address. But she placed the order. This order took 3 hours total from the first lady in India until my order was placed. The next day I got an email with confirmation of my order.

I noticed My name and my Son's name were spelled wrong. My email was right BUT they charged my credit card with the wrong name! I called again to let them know about the miss spelling of our name and asked how they can charge my credit card with the wrong name. She couldn't explain it.

Then I was getting emails saying the order was being shipped from 3 different places. The next email said that UPS would not deliver to P.O. Boxes and that the orders were getting returned to Sears. I called again to find out why.

I told them I confirmed the shipping address with the lady that took the order. She told me they have NEVER been able to ship to P.O. Boxes and that the lady taking my order should have known that. She told me everything should be refunded to my credit card and my gift card would come back to me with in 7-10 business days.

I looked on my credit card statement and they shorted me on my refund and still didn't have my gift card. So I called again and she told me to watch and in the next 5-7 business days I should see the rest of the refund. I looked again and it still isn't the whole total of the charge. I called again today.

The gal I talked to forwarded my call to a case manager. She documented everything I said. She said this order has been a disaster from the beginning. She was also sending notes off to the people higher up from her.

All I want is my money and gift card back. Sears has lost a loyal customer. I was brought up buying from sears. My dad worked for your company for 28 years.

I will use my gift card if I ever get it back but that is all I am spending. Thanks for listening.

Anonymous
#630666

I ordered a Hot Water heater on the 25th and the earliest it could be installed and delivered was on the 30th. I thought that was a bit long but I accepted it.

I called Friday to check in. Your office said it was a go ahead for Saturday. That day came I have been waiting all day with promises of its delivery, called 8 times with the run around and promises of its delivery. After fighting and arguing with your employees all day, well lets just say it saddens me that the great American company has come to this.

Your company did not install it today or will it be tomorrow why its Sunday and Easter!!!!! I have a little girl who is 12 years old, my wife, and my grandmother! Who need Hot water, I'm a guy I can rough it but woman!! A hot water heater can not be compared to a entertainment center.

It is very important but yet your workers treat it like a toy. Trust me I'm going to complain and post to every Internet, news paper. new station, make a video about your very poor customer relations. It is horrible!!

I asked for a manager, supervisor to speak too, I could not get one. All I got was a run around. Finely after warnings of reporting them , Deandre gave me a name. The winter park office gave me Ralphie no last name.

He is the team manager that was there and did not want to speck with me. Deandre the sales associate was his puppet, they both played me. I could not get there last names after fighting with them. We even called the sears headquarters and got a run around with them too.

I was told a manager would call me and speak with me. Still waiting! I have no hot water why because you guys do give a ***! Bottom line!!They both new it wasn’t going to be installed today I could of cancelled the order, went to Lowes and installed it my F self!

But I don’t have 600 just laying around to do that now…you have it. I have a child now that will have no hot water until Monday, I will have to *** work Monday because who knows when it will be installed!

THANKS FOR NOTHING SEARS!!!!!!!!!!!!!!!!!!!!!!!! 386-315-0998

Anonymous
#612162

Just wanted to add. All Sears executives should be in prison for intentionally ripping off all their customers.

It is obviously company policy to defraud decent people. ***.

Anonymous
#612159

Sears is crooked. When you order online you have a high chance of being overcharged.

Then you have to call customer support to wait on hold, speak to someone who can't speak English, then you are hung up on or lied to saying you will get you money back. Except you don't get what they owe you. SEARS COMMITS FRAUD.

Of course the gov't doesn't care, the attorney general is worthless, as is the BBB. We must keep spreading word of mouth about this filthy crooked company.

Anonymous
#583239

YOU PEOPLE NEED TO GO TO THE REAL MEDIA; THE NEWS BROADCASTERS AND NEWS PAPERS WITH YOUR COMPLAINTS. I AM ABOUT TO HAVE A NATIONAL STORY AIR ABOUT THE *** THESE *** PUT ME THROUGH AFTER THEY RUINED MY VEHICLES TRANSMISSION AND LEFT ME WITH SEDGWICK. *** DICKHEADS OVER THERE AT SEARS, WHAT THE *** IS WRONG WITH THAT COMPANY? THEY USED TO BE SO HONEST AND FOCUSED. NOW THEIR GOING TO GO BANKRUPT FOR SURE, ESPECIALLY WHEN MY PROBONO ATTORNEY SUES THEIR *** FOR GROSS NEGLIGENCE FOR MILLIONS OF DOLLARS (5 MILLION ACTUALLY).

I SOLD OVER 100000 SHARES OF THEIR WORTHLESS STOCK AND HAD A HARD TIME FINDING A *** ENOUGH PERSON TO PURCHASE, IT TOOK 4 MONTHS AND NOW I HAVE NO MORE TIES TO THESE RUTHLESS CRIMINALS.

THE FUNNY PART IS THAT MY MOTHER IS A FRIGGIN JUDGE AND SHE HAS HELPED ME MAKE THE PERFECT CASE!!!!!!!!!!

I WILL OPEN A WEBSITE THAT KEEPS TRACK OF SEARS ROEBUCK AND THEIR COMPLAINTS, AND RESOLUTIONS. THIS WILL HELP THE COUNTRY KNOW WHAT CROOKS THESE BASTARDS ARE.

Anonymous
to KissMy***SearsAutoCenter Kearney, Nebraska, United States #608200

You should add an email address for others to add on their stories. They could do a major story on the way Sears treats their customers.

Anonymous
to KissMy***SearsAutoCenter Buffalo, New York, United States #609495

I have had too many unnecessary run-ins with incompetent contractors and employees at Sears. Unfortunately the decent employees can't get anywhere because the process is terminally fubar.

I have had HVAC contractors take way too much money right out of my checking acct on the spot, while swearing up and down they're correct; then spend the next two months ON THE PHONE trying to get SOMEONE (Sears denies all knowledge of the HVAC dept) to adjust it. Every single (non) Solutions employee has different 1)information, 2) process to follow and 3) made-up story about your issue/ticket. There must be no training, process or communication anywhere in that corporation. It sounds like others have had much larger problems than I have.

I agree it's a shame because to lots of loyal customers the Sears brand used to mean something and now it means TROUBLE for CONSUMERS. I will be looking for your site...

Lytnup
to KissMy***SearsAutoCenter #698948

I doubt any real media station will take this on...Sears is an advertiser...they won't jeopardize that.

And Sears knows it.

Asswipes!

ambitious1535
#581318

I'm unclear but this was a Sears installed unit? Sears service agreement from date of installation irregardless of company?

If nothing else you would figure they would be able to point a condition that would be causing the mold and mildew. It's could be holding moisture and/or not draining right. If it was mechanically checked out the fan should be kicking in when required.

If nothing else report them to Better Business Bureau. Try to shorten the complaint to focus on the unresolved problem and instead of being a loyal customer.

I would also ask for a refund on the last service agreement you bought. Hope all turned out well

hfdctshopper
Simsbury Center, Connecticut, United States #581176

Throughout the years I've regarded Sears as an American institution. That is where our family shopped.

Recently I had a problem with a product that I purchased and when I contacted Sears, both by phone and e-mail, I was given "canned" responses by customer service agents who did not speak English and did not understand my problem.

I cannot return all the items I purchased in the past years, but will not be shopping at Sears in the future.

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