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sears home repair service Complaint - Sears Charges for Parts NOT Needed.... Still Broken - Kenmore Elite
sears home repair service Complaint

sears home repair service Complaint

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Sears Charges for Parts NOT Needed.... Still Broken - Kenmore Elite


I bought a home in the middle of January. In the beginning of February, I noticed that my fridge and freezer weren't cooling. I called Sears because the fridge was bought from them in Oct 2012. It wasn't under warranty any longer but some parts were still under Manufacturer warranty.

The first technician stated that my motherboard needed to be replaced. When that didn't work, and I had to schedule another appointment, the new technician even stated the motherboard was not the problem. That it was actually my Compressor which was under warranty. For some reason it took another 3 weeks before my fridge was up and running. Every time the technician came out (same one who said it was the compressor not the motherboard) a new part had to be ordered.

My fridge worked for 4 days and is now doing the same thing as before, NOT cooling. When I contacted Sears to get my refund for the motherboard work, they gave me the run-around. I called on a Tuesday, was told a Supervisor would call me back within 24-48 hours. When that did not happen, I called back that Friday. I asked to speak with a Supervisor and that they would have to call me back in a couple hours because they were all busy. I did not get a call back and had to call back AGAIN. When I finally got a hold of a Supervisor, I was told that the Parts department would have to get a hold of me within 24 hours. Of course, that didn't happen.

When I called this morning, the Supervisor that told me would have the Parts department call me, I couldn't speak to. The new Supervisor gave me Customer Service Resolutions number to help since they can't do anything. When I called them I got a smart ass customer service person stating that because the work was done, regardless of whether it was right or wrong I had to pay for it. But if the diagnosis was done correctly in the first place, I shouldn't have had to pay for anything because it wasn't the motherboard, but the Compressor.

Avoid Sears, they do horrible work and their customer service skills are appalling.


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