Sears Appliance Services Customer Service Issues

Our dishwasher stopped working a few days ago. We tried calling the repair center, but no one answered. I will explain what happened, and hopefully, someone can come out to fix it. I ran the dishwasher the other night and later found that it hadn't washed the dishes. I tried it again and realized the water wasn't flowing through the machine.

I have a protection agreement for my appliances, lawnmower, and lawn tractor. Last August, I had a carburetor replaced and ordered blades for my lawn tractor. The technician advised keeping the mowing deck up until the blades arrived. A service completion email was sent in August, but the service was not finished. I've made several calls and was promised a callback within 72 hours each time, but no one contacted me. The same situation occurred with my treadmill since December 9th.

Sears Appliance Repair: Repair Order [redacted] I have received all 6 parts needed for the March 21st repair appointment. I recently received a recorded message instructing me to call 1-[redacted]-4-my-home to confirm the parts for the upcoming appointment, but there was no option to confirm the parts through the automated system. The message also mentioned that the appointment would be cancelled if all parts were not confirmed as received. I am struggling to speak with a live person regarding this issue. To add to the situation, my original repair appointment was abruptly cancelled on March 14th, leaving me without a working fridge for over a month. I have upcoming surgery on March 23rd and urgently need the fridge operational.

I have been waiting for the two parts that the technician ordered. I received one part already. I called Choice Warranty, and they informed me that Sears had canceled the order for the second part, although they are unsure why it happened. Consequently, they have reordered the part. This issue has caused me inconvenience, forcing me to visit the laundromat. Since I have a disability and experience constant pain, this situation has been especially challenging. I am unsure what steps can be taken to rectify the situation, particularly concerning the service fee that may be incurred.

I purchased a 5-year extended warranty for my cooktop from Sears back in [redacted]. Recently, I noticed one of the burners wasn't working, so I contacted Sears to schedule a repair. The repairman who came explained that he needed to order two parts covered by the warranty but couldn't access the burner due to asphalt used at the edges during installation by Sears. He suggested I hire someone to remove the asphalt before he could proceed with the repair. He mentioned that if any damage occurred during the removal, I could be eligible for a new cooktop. I feel frustrated as hiring someone else to clear the area seems counterintuitive to having an extended warranty. Despite my attempts to reach out to Sears for help, I have only encountered automated messages. I simply want the repairman to carry out the covered repairs without further complications.

I am writing to address an issue I encountered with my recent washer dryer purchase back in January [redacted]. I acquired a washer dryer unit costing over $[redacted]. The purchase came with a warranty valid until [redacted] which included an extended warranty. However, when I scheduled a repair appointment, I was surprised to be asked for a $89 prepayment for the technician visit. This situation left me feeling dissatisfied and I believe it is unfair to charge for a service covered under warranty. I have already reached out to the Division of Consumer State of Florida for guidance on this matter. I request that this matter be rectified promptly. Thank you. - Hector Burga, on behalf of Lucia Burga. [redacted]. [redacted]@hotmail.com. [redacted]@aol.com.

To Whom it May Concern, I am writing to report an incident that occurred on Wednesday, May 10th. The repairman who came to my home claimed that I had declined an estimate, which was untrue. Upon arrival, the repairman opened the lid of the washer and mentioned that he could not proceed with the evaluation without the model number. Instead of making an effort to locate it elsewhere on the washer, he did not continue the assessment. I am requesting a refund for the service as the washer was not properly evaluated. When I booked the home service online, there was no indication that I needed to provide the model number beforehand. I would appreciate your guidance on this matter. Thank you.

I recently spent $[redacted] on repairs for my Kenmore refrigerator about two weeks ago, but unfortunately, the issue persists. Despite two additional service calls, the technicians have been unable to resolve the problem. One repairman mentioned the temperature control setting might be incorrect, but even after adjusting it, the freezer continues to run non-stop. I am forced to unplug the refrigerator to shut it off as the food inside becomes overly frozen. To make matters worse, I have to defrost the unit for nearly an hour before being able to use it each time. Thank you. - Linda J.

I am intrigued I'm on a website called GetHuman, as I genuinely want to speak with a representative at Sears Home Services. I did not receive any of the text messages I was supposed to get: one the evening before my appointment, and one the morning of my appointment. After contacting customer service, they sent me a text message with my appointment details. I should not have had to call customer service for this information; it should have been texted or emailed to me as stated. The system has significant flaws.

I am having trouble reaching customer service about a recent repair visit. I have attempted several contact numbers and provided my correct information to the automated system but have not been able to speak with a representative. This level of customer service is disappointing. If I am unable to connect with a live person at A & E, I will need to contact my credit card company to dispute the charges. - Lynn S.

I experienced a fridge malfunction in January 3, [redacted], and had to wait until May [redacted] for a replacement. I've had a master protection agreement for 58 years in FL & MA (Case # [redacted]). I've been trying to get my fridge replaced for a year. Recently, I was told a Kitchen-Aid 26.8 cu ft. was in stock, which I authorized to pay the difference if necessary, but haven't heard back in over a week. This has been an ongoing issue since the last replacement a year ago. The freezer constantly freezes up, the door is scratched, and the specific model isn't produced anymore. I'm 90 years old and need truthful assistance. Please contact me at [redacted] if you can truly help. Thank you. - Vie Swinamer

On January 3, [redacted], my refrigerator stopped working, and I was without one until May [redacted]. I have had a Master Protection Agreement for 58 years in Florida and Massachusetts. My current case number is [redacted]. I have been trying to get my refrigerator replaced for a year now. Recently, I spoke with a representative who confirmed they have the Kitchen-Aid 26.8 cu ft refrigerator in stock. I agreed to pay the difference if it exceeded the authorized amount of $2,[redacted].99. I was told Sears would contact me within 72 hours. It has been over a week, and I have not received any updates. The issues with my current refrigerator have been ongoing since I received it last year. It seems to be made by a company other than LG, and the freezer frequently frosts up, with scratched doors. I am 90 years old and in need of assistance. Please, could someone honest from Sears reach out to me? Thank you for your help.

I recently received a bill for $85 from Sears Billing for a repair on my Samsung refrigerator, which was organized by my home warranty company. This repair was on 5/12/[redacted], and it marked the third time I had the same issue. Unfortunately, Sears did not honor their warranty on this occasion. The repair was carried out by a different individual, who requested a payment of $85. I issued check number [redacted] from my checkbook to CDY Appliances on 5/12/[redacted], which has since cleared my bank. I feel dissatisfied with this situation and intend to send a complaint to Choice Home Warranty regarding the matter.

Yesterday (6/8/23), I had an appointment for ANNUAL PREVENTIVE MAINTENANCE on my KENMORE ELITE WASHER. Despite requesting time off work, the Sears Technician did not arrive for the appointment. I waited all day, losing money and time. I found it rude and unprofessional that no one called to notify me of any delays. My attempts to reach Sears Customer Service were unsuccessful. I am seeking assistance and would appreciate a Direct Phone number to speak with a representative, as well as providing my email for contact purposes.

I have experienced repeated delays with the repairs to my refrigerator under service order [redacted][redacted]. The original appointment on 8 June was rescheduled to 10 June without a reason provided. Despite being home with both vehicles in the driveway, the technician claimed no one was home without attempting to contact me. After speaking with a live agent multiple times, I was promised a technician would come that day, but they did not. Subsequent rescheduling for 13 June and then 16 June occurred, with the latest delay attributed to a vehicle breakdown. I urgently need the repair today as I have all necessary parts. Please have a responsible live agent call me this morning to address the technician dispatch issues.

Service Order #: [redacted] Following a diagnostic appointment last month, I have a scheduled follow-up tomorrow to install the necessary part for our refrigerator. Today, I received a phone message requesting confirmation of the part's arrival. However, I have not received the part. After checking my email for updates, I discovered that the part order was mistakenly cancelled. I am unsure why this occurred and how to proceed with re-ordering the part for installation by the technician. Should I cancel the appointment for tomorrow? How can I ensure the part is re-ordered so that I can reschedule the installation appointment?

I had a positive experience with Greg, the service technician, who was very helpful and answered all our questions. However, I am disappointed with the misinformation provided by "Ryena" when I made the appointment. I specifically asked twice if Greg would have the water filter on his truck, and she assured me he did. Luckily, we decided to purchase the filter from Lowe's the day before because the technician did not have it on hand. It would have been a waste of time if we didn't have it. They also needed the numbers for our Samsung fridge/freezer. I hope this feedback helps improve the accuracy of information given during appointments and avoid any extra charges. Thank you, Maria N. from Oceanview, DE.

I have a Home Safe warranty for home appliances and my combo washer/dryer stopped working. After calling Sears Home Services for a technician, Raymond W provided an invoice for repairs and parts needed. I contacted Home Safe, and Raymond explained that low voltage caused the issue. I sent the repair invoice to Home Safe, but they require an updated invoice with parts numbers and the cause of failure as low voltage. The Sears Service Estimate number is # [redacted]3, dated 06/19/[redacted], with Raymond W as the technician. Home Safe needs this information for the claim. Please send an updated invoice. Thank you. - Pattie J. ([redacted], [redacted])

We have a Sears service contract, and our dishwasher has been broken for nearly 5 weeks now. The initial repairman discovered that the motor and pump needed replacing as no water was entering the dishwasher. After waiting three weeks for the part to arrive, it worked for only a week before breaking down again. Today, a different repairman attempted to fix it but was unsuccessful - once again, there was no water. He mentioned ordering more parts but was unsure which ones to get. At this point, I believe it may be best to replace the dishwasher entirely as my wife has been without it for 5 weeks. We have been patient, but the situation is becoming unbearable. Seeking guidance on how to proceed. The dishwasher model is a Whirlpool Du1055xtvq0.

I requested a Sears technician to assess my dishwasher repair needs, ensuring I could make a warranty claim. The technician quoted around $[redacted] for the repair but did not send the estimate as promised. Sears only emailed a receipt for the visit and part cost. When trying to obtain the estimate, Sears was unhelpful, claiming subcontractors were responsible. Despite multiple calls, they refuse to disclose who was in my home or provide the estimate. Sears suggested paying for another visit, leaving me frustrated with their lack of assistance. Dealing with Sears has been extremely challenging and time-consuming, impacting my work life.