Sears Appliance Services Customer Service Issues

I am experiencing issues with my Kenmore side by side model [redacted] refrigerator. The water and ice dispenser stopped working, and parts of the fridge side started freezing the food. I tried adjusting the temperature without success. I turned off the fridge, and when I restarted it the next day, the problems were resolved temporarily. However, after a few weeks, the same issues recurred, and shutting down the fridge only provided a short-term solution. I recently bought a new filter and followed the instructions to flush it by holding the water dispenser for 5 seconds, but no water comes out. I would appreciate any assistance with this matter.

I recently had my refrigerator delivered with an ice maker, but encountered issues with the installation as the delivery team mentioned they couldn't connect the ice maker to my existing copper water outlet used by my previous Sears refrigerator. After purchasing the necessary plastic attachment from Sears, I was informed that the delivery team could not install it due to insurance restrictions on using copper tubes. Despite having the plastic piece, they mentioned they could only attach it to a water source behind the fridge, which is not feasible in my kitchen. The situation has become confusing as the delivery team claimed they are not direct employees of Sears but are contracted instead, leaving me without a resolution.

We bought a Sears home warranty for our cooking range, seeking a repair for a broken switch. The initial technician damaged the hot surface indicator while attempting to diagnose the issue. A subsequent technician further broke a different switch and denied responsibility. The warranty provider refuses to cover the repairs and proposed a $[redacted] voucher towards a new range valued at over $[redacted] as a trade-in, without refunding the repair cost. I am reluctant to pay for the mistakes made by the technician as our range is worth more than the compensation offered.

I contacted the service technician because the outdoor fan was not functioning. After replacing a furnace part for $[redacted].00, he noticed the outside fan was still not working due to a faulty switch, which he replaced for an additional $80.00. He then informed me that I needed freon, which would cost more than the previous repairs. As a senior on a fixed income, I reached out to inquire about the freon cost but received vague responses. When requesting to speak to a supervisor, I was informed they were all highly trained and only the technician could address my concern. Despite being a loyal Sears customer, this experience left me feeling frustrated and taken advantage of, questioning the quality of service provided, potentially contributing to their declining business.

Hello, I have been a member of Cap Plan MA for 40-50 years. Recently, a technician from Texas visited my home to inspect my new central air system installed last fall. He recommended a new furnace and assisted in selecting one. After providing my information, including payment details, a payment plan was set up through Sears. However, there seems to be confusion regarding hot water tanks and the installation of the furnace. Despite contacting Sears multiple times, I have not received a clear response. My daughter, who works for the state, is assisting me in reaching out to appropriate agencies. It appears that some discounts were not applied correctly to my purchase. There are also concerns about coverage under the maintenance agreement (MA) and issues with previous purchases not being notified to me. I am asking for clarity on what is covered under my MA and any updates to be mailed to me at the provided address. Thank you. Delta Rice.

Regarding Air Conditioner Unit Replacement Approval Address: [redacted] Round Top Ln, Burke, VA [redacted] Phone: [redacted] I recently spoke with a Home Warranty Representative on Saturday, June 9th, who confirmed the approval for replacing my air conditioning unit at a cost of $1,[redacted].00, factoring in "non-covered charges" and a "claim credit" of $[redacted].00. I have a few queries: 1) Could you explain what constitutes "non-covered charges"? 2) What exactly is the $[redacted].00 "claim credit"? 3) In general, what is the typical cost of a new AC unit, and how do the financial benefits of being on the Home Warranty Plan compare? I would appreciate your prompt response as I need to decide quickly. Thank you.

Our Kenmore refrigerator malfunctioned a week ago. The repair technician diagnosed a faulty linear compressor covered by warranty. After scheduling a repair with Sears and receiving confirmation from Aaron Jackson and Orson, the technician arrived today unprepared to replace the compressor. They now need to order the part, causing a delay until the end of next week for repairs, leaving us without a refrigerator until 7/24. We are extremely disappointed in the misinformation provided by Sears, forcing us to endure an extended wait without a working appliance. Time to purchase extra ice until this issue is resolved.

I recently purchased a refrigerator at Sears in Independence, MO last week. Unfortunately, the delivery team damaged the refrigerator during installation, and I am disappointed with the service I have received regarding a replacement. After reaching out to Sears, I was informed that a new refrigerator could not be delivered for a week, causing significant inconvenience as we had already disposed of our old one. This has resulted in the loss of groceries, missed work days, and a frustrating amount of time spent on the phone trying to resolve the issue. Despite requesting to speak to a supervisor and multiple attempts to contact customer service, I have not received a satisfactory response. This experience has left me feeling extremely frustrated, pushing me to consider purchasing my washer and dryer from another store. I am hopeful that by sharing my concerns, Sears can address this situation and improve their customer service. I would appreciate it if someone could reach out to me to address this matter promptly.

I have a question about the ice maker on my Sears Kenmore Refrigerator, Model [redacted]1. This fridge is a backup one, and we connected a water line to use the ice maker. The ice maker worked for years before this. We are having an issue where water is not getting to the ice maker, although the water dispenser works fine. I have tried the following troubleshooting steps: 1. I thought there might be ice in the water line, so I unplugged the icemaker for 24 hours to thaw any ice blockage, but this did not solve the problem. 2. I then suspected a faulty water valve and replaced it, but the issue persists. I ensured there is a strong flow of water to the valve. 3. I also attempted to reset the system by turning off the icemaker, unplugging the unit for 5 minutes, plugging it back in, and turning the icemaker on, but this did not resolve the issue. Any other troubleshooting suggestions would be appreciated. Thank you. Don J.

My Kenmore Elite refrigerator, now 4 years old, has faced multiple issues leading to 5 compressor and board replacements within a short time frame. Unfortunately, each repair has left us without a functioning refrigerator for weeks. What's frustrating is that the latest replacement only lasted for a day before failing once again. Now, we're told we need yet another new compressor, waiting for the parts to be available. This ongoing cycle has left us without a refrigerator since December 10th. It's always the same parts that fail, leading us to replace the compressor every few months. Despite not having an extended warranty, the compressor should be covered for 5 years. The continuous breakdowns have caused us to lose valuable food, disrupt family plans, and leave us without a backup refrigerator. We believe it's time for a replacement considering the costs and inconveniences we've endured.

I made the first call before 7/3. The first man ordered a new tub and other parts. They came two days apart. I called for installation, and two men arrived and installed the drum. I was told it was tested. On the 4th of July, I put in a load of wash, and it sounded like a train was going through my washroom; it shook so bad. Serviceman 4 found a 6-inch bolt loose in the bottom of the housing. He replaced it and said he tested the machine. I put in a load of wash, and it didn't spin it dry; lots of water remained in the bottom of the wash drum, but it was useable. I put in another load of wash, and now it doesn't drain at all. Number 5 genius came out and ordered a new motor; it sounds like it might need a pump. Help, help, help! How much longer do I have to go to the laundromat?

I have a Craftsman band saw that had an issue with the electric motor on 12-19-19. Despite calling multiple times for assistance with getting it repaired or replaced, my experience has been frustrating. On 1-6-[redacted], after being on hold for over 40 minutes, my call was disconnected. When I finally spoke to representatives, communication was difficult due to language barriers, and I was informed there were no repairmen available in my area. On 1-7-[redacted], after a series of frustrating phone calls, Scylar from the repair department investigated the issue and assured me that someone would reach out within 24-48 hours, which was the most helpful interaction I had so far. However, I want to express my concern about the communication barriers I faced with multiple representatives. It's crucial for customer service to have clear and effective communication to address problems promptly. Thank you.

I purchased a refrigerator 18 months ago, and it broke down due to a compressor issue. Despite my efforts, Sears did not provide a timely repair, resulting in me spending $65 on a repairman who couldn't help due to warranty coverage. After contacting Sears, their repair was delayed multiple times, leaving me without a fridge since April 13th. It's frustrating that Sears seemed aware of the compressor problem for weeks. I had to buy another fridge to cope. I believe there is a class-action lawsuit related to this issue. I request to speak with someone in authority for compensation. You can reach me at [redacted] or [redacted], or contact Ann Timmons at [redacted] Warrenton Rd, Fredericksburg, VA [redacted].

A serviceman visited to fix my GE washer/dryer, but only the model number was provided, and it didn't go into the spin cycle. I didn't receive a call back from the owner, and after waiting almost two hours, I had to leave for a doctor's appointment. I received an $[redacted] estimate with no diagnosis or listed parts, while a new unit is on sale for $1,[redacted]. The service mentioned waiving the fee if I buy a new machine and offered a Sears card discount. Trying to call on Monday was frustrating as I was on hold for hours and struggled to reach anyone. The parts department mentioned a "motor" but had no clear record of the diagnosis. I've been a loyal Sears customer for over 50 years, but this experience has left me feeling doubtful.

A serviceman came to repair the rental GE washer-dryer. He was supposed to contact the owner with the model number provided. The issue was it wouldn't go into the spin cycle. After almost two hours, I had to leave for a doctor's appointment and didn't hear back. I received an estimate of $[redacted] without a diagnosis or listed parts. Found a new unit for $[redacted] on sale on July 4th. The service mentioned waiving the fee if I bought a new machine, along with a discount using a Sears card. I attempted to call all day Monday, spending hours on hold, finally getting connected. When speaking to live representatives in the parts department, they sent me back and forth without any record of the diagnosis or needed parts aside from mentioning a "motor." This unit was purchased at Sears, where I have been a loyal customer for over 50 years. At 83 years old, if this wasn't Sears, I would suspect a scam.

Subject: Cancellation Request for Sears GE Smart Water Refrigerator Water Filter I recently received a notification that a water filter is scheduled to be delivered on 7/26 under subscription #[redacted] for Model #PFS22SISBSS and Serial #GL061648. However, I would like to cancel this order as the previous filter sent did not fit our refrigerator and has not been used. Due to this, I am concerned that another filter will have the same issue. Consequently, I am cancelling the order for this year and kindly request you to close the account associated with this subscription. I suggest sending a replacement for last year's filter that did not fit. I want to clarify that I do not wish to receive the upcoming shipment at the end of July and I do not authorize any charges for it. Thank you for your attention to this matter.

I had a service technician come to repair our GE refrigerator today, and they need to order a part that will arrive within a week. According to our contract, if this is our fourth repair, we are eligible to choose another refrigerator. As the technician was at our home earlier than expected and my husband forgot to mention this, I am now reaching out to Sears to select a new refrigerator. I called their customer service line and was on hold for an hour and a half, which I found unacceptable. My details are as follows: Carrie J. from [redacted] 180th St, Jamaica, NY [redacted]. Thank you.

Last week, I scheduled a Sears appliance repair service for my noisy dryer that was still functional. The technician identified the issue as a bearing, ordered the part, and today, two different repair technicians attended but stated the wrong part was ordered. They were unable to find the correct one and initiated a refund for $65.05. I am dissatisfied as my dryer, initially operational, is now disassembled. The primary technician promised to return for the repair. I seek a resolution to this matter. Thank you.

We have been without a refrigerator since September 21. After multiple repair attempts, it was deemed unrepairable. With our warranty, we were offered a $[redacted] voucher to replace it through Sears.com. I placed an order over a month ago and am checking to ensure it will be delivered as promised on December 23.

I urgently require assistance. I have been unable to reach a Technician or Overload support group for a week now. It's been over a month without an oven. I left a message for a supervisor to call me back, but I never received a response. The support group was supposed to escalate the part that hasn't been shipped. Every time I call, I'm put on hold for more than 30 minutes. I am considering canceling the service contract for my other appliances due to this terrible experience with the Range service contract. I need immediate help. If this is not resolved soon, I am prepared to contact the Better Business Bureau. Regards, William and Rita Canham