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Sears Home Central

The Company's Advice

To all authors regarding Sears repair service,

I am sorry to hear about your unsatisfactory experiences with Sears repair service. My name is David and I work for Sears. I would like to assist you in resolving any service issues. Please contact me at searscares@searshc.com and we can find a solution that meets your needs.

Thank you,

David V.
Senior Case Manager

Paul of Fullerton, CA November 20, 2009

I've had the Sear service out to repair a water heater within 2 years of purchasing it, and they've never been able to repair the water hearer and now I have to replace it again

angie of buford, GA November 17, 2009

Called sears to fix our dryer.When the man came out he just looked at it which took all 2 min.He didnt even touch it.And left.Said he wouldnt charge me.But a couple weeks later they took 100 dollars from my account.After the mann who came out said no charge and a sears man on the phone said sears wasn't going to charge.And they did.100 for a job not done.And they wont refund the money.

Sherrie of Double Oak, TX November 14, 2009

In the last month I've needed home repairs for my Kitchenaide garbage disposer and refrigerator. A repair person came to my house as scheduled to look at the garbage disposal unit. He said it wasn't worth fixing and I didn't want to buy it from Sears because they are more expensive than everyone else. For the refrigerator the ice maker isn't working and there is a water leak out the back. Sears said they couldn't fix it, the leaks are my responsiblity. I don't know how to fix it and I need someone that knows what they are doing.

Darrin of Union City, IN November 13, 2009

Model #141.163292 five burner gas grill purchased Oct. 2006. Stainless components "warranted" for life/10 years on certain parts. All five gas grill burners have corroded causing flames to be ejected like a blow torch. Spent a total of 2 1/2 hrs. on the phone talking to at least 10 people regarding the replacement of failed parts. They did verify those items to be under warranty, however, its their "policy" to require me to pay a service fee of 96.00 for a tech to come to my home to verify the parts have failed. I offered to take the entire grill to them for inspection, but their response was that I still would be required to pay a non- refundable service fee. One person even told me this was due to liability reasons. When I purchased the grill, it came dis-assembled, in a box which I had to put together. Where was their "liability" then? This is clearly a scam, false warranty descriptions and/or advertisment. A class-action lawsuit should be investigated by all individuals who have purchased a Sears product and have similar warranty issues. This company clearly conducts itself in a fraudulent manner, just to scam more money from its customers. There are MANY consumers out there with similar issues with Sears warranty complaints.

Frank of New Kensington, PA November 9, 2009

In the past, we were good loyal Sears customers but that is over forever. We will never again shop at Sears for anything after this episode. When we moved into our new house, we purchaased a top of the line Kenmore elite refrigerator. After 5 years (beyond all warantees of course), a small plastic component in the refrigerator broke which is the first thing that irrritated us since we have had refrigerators in the past that lasted 25 years with no problems.

Called the Sears service dept and they said it would cost 300 to fix -the second source of irritation. But the final straw was after 5 service calls and 5 wrong parts shipped, Sears declared the refrigerator "unfixable" and said sorry, so long. It's your problem. So we are stuck with an "unfixable" 5 year old expensive refrigerator b/c Sears no longer has parts for it. They kept shipping the wrong parts and the service drew out over 5 weeks when we had restricted use of the refrigerator. This episode tells me that Seras is not a reliable source for appliances especially service after purchase. Do not patronize Sears or you will be extremely disappointed and possibly in a similar situation.

henrietta of Bronx N.Y., NY November 8, 2009

On 10/22/09 i bought a boiler from Mr.John H who states that he represents Sears Home improvement products. He sold me an oil cast Iron water boiler. during his sales pitch he stated that the boiler would be the size that i needed to heat the house . I nformed him that i know that companies sold boilers to homeowners that was too small and could not heat their houses adequately. He stated that he would measure the rooms and calculate the measurements to some thing that he has and that would determine the size. He also stated that the boiler came with a one year service. I then asked him if the service was prompt because when it is cold outside and you have no heat i do not want to wait hours for some one to come. He stated that the service was prompt.

i also asked him if the workers(Plumbers and electrician worked for Sears directly H estated that they did because i know the problem they have with subcontracting out work. He said tht i should'nt have to worry because they work directly for Sears Home Improvement.He quoted a price of 8,880 for the oil burner. I thought that that was steep but he said that it was one of the best burners and i have a twenty year warranty. I bought the boiler because he stated that Sears was very reliable, Mr H told me that i would hear from the product manager within two days. After about three days she called and left a message on my home phone. I promptly returned the call and left a message that i would be available for them to put the boiler in. I did not hear from her for days . I then called Mr H and tried to find out what happened. He stated that he would call her.

On November 2, i received a call from her asking if i would be home on thusday november 5th they would like to install the boiler. I took the day off from work. Early in the morning on Thursday November5th the plumbers came and stared working. they installed the boiler but did not wait to see if it worked they said that the electrician who came later would turn on the boiler which they did and left. the boiler did not work. Both my self and my tennant were cold the entire night. Early in the morning on friday November6. i call Mr. H and informed him that the boiler was not working. He then gave me a number to call for service which i called.

A person in India answered and stated that the office was closed and i would have to call back after 8A.M. I called at 8P.M. and left a message. Someone called back after four hours. I then called Mr H and asked for service he stated that it takes a least four hours for service. I then called several persons including the field and executive managers who gave methe runaround. i did not know what to do. this is friday and the boiler is not working. i am afraid to go the weekend because they do not work on weekends. I had to get another service agent to look at the boiler who told me the the boiler was too small to heat the house. This whatis was afraid of.

I informed Mr.H serveral times that i am 62years old and must be warm he assured me that the boiler that i was buying was adequate. In the mean time i have gone three days without adequate heat in the entire house. I think that Mr. H and the subcontracters whom they hired delivered an inadequate boiler because they know that i am 62 years old and do not know exactly what i was getting. I called the managers several times to come and either take out the boiler or fix it so that i can get adequate heat and nothing has happened to this time. I donot want to go through the entire winter after paying 8.800 for a boiler.

The boiler that i had was giving better heat and it was more that 30 years old. I would like a working boiler that delivers adedquate heat and to be reimbursed for bad service and for being in a cold house for now three days and i do not know how much longer. The Plumber responded on late Friday and stated that the reason that i was not getting good heat was because the radiators did not have a good valve and they were unable to bleed them after installing the boiler. Iasked him why did not tell me this instead of having us sit in a cold how and not knowing what to do. He stated that he did ;not have to tell me he only communicates to Sears.

Then i asked him why did he not communicate to sears so that they can communicate to me he had no answer. But he informed me that if i wanted the heat to come up i had to pay to have the radiators fixed. I told him that i wanted to be warm and i would pay . I have not seen him as yet. I want to be warm in my house expecially after spending 8 880. Please help. Sears have not responded.

arthur of thornton, CO November 4, 2009

called and set p an appointment for a tv repair. the repairman didn't show so I called to not only find out why but to see if I could get someone to come out the next day. The lady said I would have to take my turn It would be 3 more days before they would come out. When I asked for her to check and see if she could get someone sooner she put me on hold and there I stayed. Twenty minutes late I realized I had been kindly told to stuff it.

Billy of Marietta, GA November 3, 2009

I just left the store at Towne Center Mall in Marietta, GA, where I spoke to the manager of the appliance department, Mark G. Not only did Mr. G not offer to resolve my problem, he was, in my opinion, rude and condescending.

We purchased 4 of Sear's Kenmore, top-of-the-line appliances in July of 2008: a refrigerator, a stove/ convection oven, a dishwasher and a microwave. Within 2 weeks of delivery, we noticed an accumulation of water under the refrigerator and discovered that our newly refinished wood floors had been ruined. The factory had failed to connect a water drain line in the fridge and water had dripped onto the floor. After several weeks and many phone calls, Sears finally paid us to have our floor re-finished.

But that's not all. Within 2 or 3 months after delivery, we had to have service come out to repair the dishwasher on three different occasions. It wasn't until the third call that they identified the problem as a faulty soap dispenser. They installed a new one and the problem went away.

Also, about 4 months after delivery, the convection oven developed a severe rattle. Service came out and fixed it. Nine months later, (2 months beyond the original 1 year warranty but 9 months after the oven rattle was repaired) the rattle began again. I called Sears service on 9/18/09, and spoke to Patrick, who said the appliance was out of warranty and would cost me 129 plus parts to have Sears fix it. I declined and decided to visit the store personnel. Surely, they would agree that we'd had enough grief with these appliances and would authorize the oven to be re-fixed without charge, inspite of being beyond the original warranty period.

Tonight, Novemenber 2, 2009, I went to the store and spoke to department manager, Mark G. As I said, not only was he rude and condescending, he refused to help resolve my problem and said there was NO ONE IN THE STORE WHO COULD. (If he worked for me, and I have ~20 employees in my business, and I witnessed him treating a customer this way, I would fire him on the spot! But that's another story.) The bottom line is that we have bought Sears Kenmore appliances, exclusively, for the last 35+ years. Given my experiences of the last 18 months, however, I can't see that I will ever buy a Kenmore, again.

Barbara of Bronx, NY October 14, 2009

I signed a contract with Sears on 7/8/09 for renovation of my kitchen. They never initiated a call to me. I, myself had to call them several times before to obtain a start date. They were a NO SHOW on two occasions, and did not call to cancel or reschedule. At this time I would simply like to end this contract and work with a company that demonstrates more professionalism and better customer service. Is there any legal alternative I can pursue?

Eugene of Clay, NY October 7, 2009

Called service department 2 weeks ago to report a problem with our six year old refrigerator. Bought and paid for one year extended warrenty. I take time off from work to meet servive man who shows up one week later. Does not have part, orders part and shedules return trip one week later, which was today 10-7-09 between 8 and 12 am. I take time off to meet with service tech a 2nd time. Service department calls at 9:15 AM to let me know service tech will not be comming after calling night before to make sur I would be there today.Service department tells me earliest they could have a tech available would be the following Tuesday 10-13-09. This is not acceptable service to me and should not be to you. I have bought all our appliances from sears over the years for service reasons. That will change, take service out of the equation and you have a lot of competion.

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