Sears/Complaints Dept.
Sears Corporate Office, June 2011
I am writing this letter to relay information regarding an unacceptable situation which has occurred at your Pensacola Florida Sears Store.
My parents who are in their late 70s and in ill health, bought a $2000.00 top of the line Kenmore side by side refrigerator with ice and water in the door last year. The following is an outline of what has happened since then.
1.Initial purchase- with 5 Year Extended Warranty Purchased -March 2010 (6 week back order) Delivered April 2010
a. with-in a few days icemaker froze and would not dispense-service call
b. tech discovers NO model or Serial numbers, so can Not work on it.
c. Sears orders replacement refrigerator

2. Second refrigerator- delivered and set up May 2010
a. 2 days later still not cooling-service call
b. A week later, tech says “Bad Motherboard” cannot be repaired -Replacement refrigerator ordered.

3. Third refrigerator-delivered and set up June 2010
a. With-in a couple weeks- icemaker froze again and will not dispense ice-service call
b. Days later-tech orders new part
c. Days later-install new part
d. 5-6 services call made- various broken parts replaced-still icemaker does not work
e. The last service call repairman came out and picked up ordered parts, and was told Not to install them (by Sears!)
4. Third Refrigerator deemed a Lemon by Sears- May, 2011
a. Told to pick out yet another refrigerator
b. Went on-line and chose another
c. Called sales rep (Ben Rivas) and was assured this replacement will have an icemaker
d. Days later –delivered- NO icemaker
e. Taken back to warehouse for icemaker to be installed
f. And was TOLD they would be charged a Restocking FEE for Defective Refrigerator.

During all this time period the extra inconvenience, stress and work expended to take care of the above listed problems has been incalculable. Then to add insult to injury, there was a difference of approx. $1200.00 from the 1st refrigerator and the 4th and Sears has refused to refund this amount "due to the fact the 90 day replacement time had expired".

My parents have been devoted Sears’s customers for more than 50 years and have spent many thousands of dollars during this time. As you can see, a true injustice has been committed. I hope that someone in authority will respond and rectify this situation. What happened to Fairness, Honesty and Integrity?
Sincerely:
Mary Dykes (daughter of: Mrs. Joann Shelby) Pensacola Florida (850) 433-7235 ~ [email protected]

CC- Sears Corporate Office-Kenmore-BBB-and local TV and Newspaper

We purchased a Kenmore Electric Range, model 790.9612. At times, the front left burner burns extraordinarily hot and won't shut off. With enough fiddling of the controls, it eventually shuts off but is unpredictable. Despite the number of similar complaints about this product, Sears does not acknowledge that a more serious and widespread problem is happening. This is the second appliance to fail that we bought from them when we remodeled our kitchen four years ago, but this one is a dangerous failure. We have filed a complaint with the CPSC.

I will never, ever own another Kenmore appliance or purchase anything from Sears again! Their master protection plan is a big rip off and a joke! We lost our home, at the end of '08, due to fire. So when we were ready to replace all our appliances we went to Sears. We purchased all our appliances, including riding mower, from them and bought the master protection plan. We were told they come to us! Wrong! They are telling me I have to rent a trailer, load the mower up (I am female by the way) and take to my nearest Sears! Not only that we have had our Kenmore freezer repaired 3 times, same problem each time, and to this day, 2 yrs. later, it still has the same problem. My Kenmore dishwasher that was suppose to be repaired, huh! Technician stated there was no fix for it and yet 2 yrs later, dishwasher in same unimpaired state as it was after technician left. Now my stove is in need of repair. The elements change heat settings without being touched. You might be cooking on very lowest settings then all of a sudden it will cook on high! The on lights work sometimes, sometimes not. This is a fire hazard and since already having one house fire, I am to say the least scared to death of the thing! I schedule repair on it only to be called yesterday by a not too friendly man whom left a message that they needed more info before coming to repair it. I was driving so as soon as I got off the road, I returned the call. The lady that answered asked for my name, address and phone number which I promptly gave, then she hung up on me! What the heck! All I can say is Sears is the worst and don't waste your money on the Kenmore brand and for goodness sakes don't buy the protection plan, it isn't worth the paper it is printed on! I am cancelling my Sears card and never, ever will purchase anything from then again!

I ordered a refrigerator from sears and had there best warranty plain together about 1200 hundred dollars but any way the refrigerator stop working after two years and I called sears about it and the technician came about a week then he didn't fix it then I called again they said they would send somebody out and never showed then called again same thing but anyway at the end they made some stuff up and never anore what they sold me the warranty a two week fight that I lost and the people I talk to on the phone 20% of the time was rude exspieally the last peson I will never buy from sears again no matter what

On April 8th I made two appointments. One to have a washer fix and the other was for my range. The tech. fixed the washer but had to order a part for the range. He told me that the part will be delivered to my address and said the 1st open appointment is April 15th. He asked if I wanted morning 8 - 12 or 1- 5 evening. I said morning. The part did come in on Wednesday April 13th. My husband took 1/2 day off work and called me to tell me that SEARS have not shown up. I had to leave work because he had to go to work. I called the repair department. The 1st time I was disconnected for some reason, the 2nd time I was put on hold for 40MINUTES and the 3rd time Shan help me. We have jobs and because SEARS failed to document our appointment we loss time from work. I think we should be compensated in some way for the time we loss on our jobs. I have been dealing with SEARS for years and I have never been so upset with a product and service. The range I had before we purchased this one was about 20 year old and we had no problems. I purchased this range about 3 years ago and I had to pay about 1/2 to get it fixed that I paid for the range, now you are costing me and my husband time off work. SEARS need to get their act together! Without some compensation I will never purchase anything elso from SEARS!