Carlie Jensen

Review of Sears Holding Company

Sears sold me a brand new refrigerator for about $...

Sears sold me a brand new refrigerator for about $2800 less than 2 years ago. I came home on 9/20 to a warm refrigerator/freezer and hundreds of dollars of lost groceries. I called Sears the next day and scheduled a service appointment for 9/25 and was told it would be a $99 labor fee. I lost income to stay home from work and the technician that showed up was rude and broke a piece off the back of the refrigerator with a pair of pliers and told me it would be over $300 to fix for labor since the parts are under warranty. I told him to leave, that I was not going to pay that much money when I was told it would $99, and I didn't want to work with him since he just purposely broke a piece off. I immediately called Sears and asked them to have the parts ordered and shipped to my house. I was told that the technician had to close the account first, but that they would put a note in the file to get the parts ordered and that I would get a phone call to let me know when they would be delivered. I also filed a complaint against the technician for breaking that piece off. I didn't receive a phone call so I called a few days later and after many hours spent on the phone with "customer service", I was told that another technician would have to come out to look at the refrigerator again. Customer Service was nothing but rude and unhelpful. I was now being inconvenienced again losing a second day of income because of the incompetency of the fist technician and being lied to on the phone about the labor charge. On 10/6, the second technician came out and ordered 5 different parts all of which were under warranty and we sent a repair appointment for the 10/19 which I have documented on the receipt he printed out. I called on 10/18 to ensure that I had all the parts in my possession for the following days appointment. At this time I was told my appointment was scheduled for 10/25. I was not notified of the change or consulted in any matter. Had I not called, I would have taken a day off of work for no reason. On 10/25, my 3rd day of lost income, a technician showed up late and replaced all of the parts. I was told it would take 12-24 hours to be cold enough to put food in it. It's now 10/26, it has been 22 hours and the refrigerator/freezer are both warm. I spoke with Sears today requesting that they replace the refrigerator. I gave them an opportunity to fix this one, and they were unable to repair it. Replacement is the only option. They are refusing. I learned from one of the technicians that he had repaired 40 of these refrigerators in the last month. This product is defective and they are doing nothing about it.