James Baumann

Review of Sears Holding Company

On June 20, 2018, I bought a Kenmore Model 795-725...

On June 20, 2018, I bought a Kenmore Model 795-72595-710 refrigerator from Sears, in the Chapel Hills Mall in Colorado Springs. That store has since gone out of business. In August of 2019, the refrigerator quit cooling, it was 14 months old. I contacted Sears, and I didn t buy the extended warranty from them because I knew Sears was going out of business and the warranty would not be honored.

I did a lot of research, and determined on my own that the compressor was not working. I contacted Sears Appliance Repair, and they told me that the circulating fan was bad. I ordered one and replaced it, still didn t work. I contacted Sears again and they told me the thermostat was bad. I replaced it, no difference. Now, mind you, each contact with Sears was like trying to draw blood out of a turnip. I was continually re-routed to a different person or department, and would have to start over again. They insisted I needed to have a technician come out and diagnose the problem for $99, non-refundable. When I finally ran out of options, I bit the bullet and had a service scheduled for October 31st. I told Sears we would not be home until after 4. The tech showed up at 9, surprise, nobody was home. I rescheduled for November 5th, after 4. He showed up promptly at 8:30, and happened to catch my wife before she left. He diagnosed it as a bad compressor. ANOTHER SURPRISE!

Then came the good news, this fridge has a one year warranty on all parts. There are hundreds of posts online about problems with Kenmore Compressors, so instead of Kenmore fixing the problem they dropped their 10-year warranty on the compressor. With this in mind, I now have a 14-month-old refrigerator that doesn t work that I bought for $1600 from Sears. It seems that Kenmore should stand behind their products, they should not depend on extended warranties to cover their known quality problems.