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Sears/Kenmore Elite

United States,
California

Consumer complaints and reviews about Sears/Kenmore Elite

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Jan 12, 2019

Refrigerator /service/scheduling

Purchased 10/2013. Suddenly in September 2018 not freezing or keeping items cold. Contacted Sears and was told I had a 4 year warranty, not the 5 year I had understood I had purchased. They said no problem, I could purchase the extended warranty at that time, so I did. Scheduled a appointment for diagnosis just over a week later. No problem to fix according to diagnosis tech but the only appointment available Oct 1, 2018. Have 5 people living in the home and really need a large refrigerator, but work with ice chests till that time. One month without a refrigerator at that point. Repair man comes out, replaces part, tells us it’s fixed, to wait 24hours then use. Refrigerator not cold and even freezer not cold. Call back, they try and schedule recheck/diagnosis for November. After multiple calls, I finally get an appointment the middle of October. We borrow a small temporary refrigerator and install it in the middle of the kitchen to get us through till the repair. The day arrives and nobody shows up during the scheduled time between 8am and 12 pm. I call, they are going to be there within an hour, 4 hours later, I call again, am told the tech is completing a job then he will be at my home. 2 hours after that, I call back and informed that I was his last scheduled visit of the day and that he has gone home now, they don’t know why, but I will have to reschedule. Nor can they tell me why I was his “Last scheduled visit of the day” when my appointment time was for scheduled 8 in the morning till 12:00 noon. Again after a great deal of arguing and time spent on the phone, I get a new appointment that someone actually shows up for, and he takes apart the back of the refrigerator, cuts apart and welds things back together and again tells us the refrigerator is fixed, wait 24 hours then start using it again. Again, not cold and I can not understand why my refrigerator still was not working after replacing the malfunctioning parts on a relatively new refrigerator. Call for re-diagnosis of the problem. Again I have to make multiple calls to beg, plead and argue to finally end up with a appointment in the beginning of November. We have been through September, October and now going into November without our refrigerator. Serviceman comes out, reports something leaked where it doesn’t belong with first repair and so replacement parts ordered and appointment scheduled for November 27th but this time repairman tells us to call if parts arrive sooner. Parts arrive within the week, I call as instructed and I lose the appointment for the 27th but I end up with appointments scheduled in December that no one shows up for, repeated canceled and rescheduled appointments that I’m only informed about though text messages if I’m informed at all. So now we have one though Labor Day, Halloween, Thanksgiving, Christmas and New Years without our refrigerator. Finally got them out on January 4th to replace the parts sitting in my kitchen since October and now the refrigerator works off and on and is leaking brownish black oil. Something it never did before. Called Kenmore and was told the original repair was done under a recall and then they connected me back with sears who now set another appointment for January 18th 2019. September, October, November, December and now at the very least, most of January, just shy of 5 months without our refrigerator, waiting on sears to fix what was supposed to be a simple fix on a 5 year old refrigerator they sold to us. The Kenmore Elite 3 door maybe a lemon of a refrigerator but Sears is adding so much distress, agony and cost to the situation by botching the first repair, obviously having something go wrong during the second repair to not only have it work off and on, but to now leak oil,then refusing to schedule appointments during all these months making us have to spend more on groceries every week because we have nowhere to put the quantity we need for a family of 5. On top of all that, having our holidays ruined because there is no way of preparing and preserving food without our refrigerator. My experience is that Sears is no longer a company who cares about the quality of their merchandise nor do they care about their customers and I am not positive about the Kenmore but if I am forced to purchase another refrigerator, I can’t risk sinking that kind of money ($3000)into a refrigerator that seems to last only 5 years.

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