Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  October 5 I notified Sears our dishwasher broke and a repairman came in October 11. Apparently we dont have repair service near ** as he traveled 2 hours to reach us. He ordered 2 parts. One part came and we were told the other was discontinued and they would replace the dishwasher. Then in November I received a message the part was on its way and we were scheduled for repair December 12, 2024. My husband waited and I made several calls. The last call the person said he would be there soon. Not 10 minutes later my husband received a call saying they were not showing and rescheduled for January 2, 2025. January 2, again my husband waited and didn't hear anything. Approximately at 2 PM I got on my email to check the status and there was a message - Sorry we could not complete your service on the originally scheduled date. So far I cannot reschedule. I had the Sears Master Protection Agreement in October when this started and plan has expired. Was going to renew but after this experience did not.

  

  Business response

  01/23/2025

  January 23, 2025
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  ***********************
  
  
  Re:  ****** **********
         File Number  22760667
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. *********** complaint regarding the delay she encountered in attempting to have her GE branded dishwasher repaired in a timely manner.  .    
  Our records indicate that Ms. ********** has a Master Protection Agreement covering her dishwasher.  Upon reviewing her complaint,we reviewed her service orders and due to the multiple delays and canceled appointments, we contacted Ms. ********** on January 22, 2025, and offered to replace the dishwasher as a one-time customer courtesy.   She was authorized to receive a replacement dishwasher valued at $866.99 and was emailed the authorization code on January 23, 2025,  to order her replacement dishwasher on ************************** using the authorization code she received in the email.     
  
  We apologize for any problems or frustrations that Ms. ********** may have experienced with Sears and we appreciate the opportunity to address this matter.   
  
  Sincerely,
  
  ***** ********
  Regulatory Complaints Specialist
  ******************************

  Customer response

  01/27/2025

   
  Complaint: 22760667
  
  I am rejecting this response because:
  I received the authorization for money toward a new dishwasher to be delivered, installed, and old one taken.  I know we do not have a Sears Store near me.  I used the locator for within 100 miles and there isn't one located.  I just wanted to make you aware of this before I purchased one.  Not sure if you would rather just give me the same amount toward one or are willing to have one delivered from I'm not sure where.
  Please advise if I should order one.
  
  Thank you.
  ****** **********
  Sincerely,
  
  ****** **********

  

  Business response

  01/28/2025

   January 28, 2025
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  ***********************
  
  
  Re:  ****** **********
         File Number 22760667
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. *********** rebuttal.   
  
  We received Ms. *********** rebuttal and email regarding her replacement dishwasher and stores not being available in her area.  Ms. ********** was contacted via email and informed that we are aware of some store closings or have closed. However, units are located in warehouse and replacements orders are not affected by that.   Please go ahead and place the order through ************************** and we will assist with fulfilling your order.
  Should Ms. ********** need assistance with placing her order for the replacement dishwasher, she can contact the replacement team at ************** for assistance.
  
  We appreciate the opportunity to address this matter.   
  
  Sincerely,
  
  ***** ********
  Regulatory Complaints Specialist
  **********************************************************

  Customer response

  01/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.    I ordered a dishwasher along with the help of **************** **** ***.  She assured me delivery, installation, and removal of old unit was included.  However, delivery cannot be until March 6, 2025.  I'm willing to accept these terms as long as all is well when delivery is complete.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchase a refrigerator on 09/30/2024 at Sears brand name (*******) it was delivered on 10/21/2024. Started to use on 11/18/2024 cause the house was being fixed. Top part is not cooling, but the freezer works. Is being four times that technician supposed to come and see whats wrong, but then I get a call from him stating that I have to pay for a diagnosis when its under warranty. I had to throw away everything I had in the fridge. Not getting anywhere meanwhile I dont have where to save the food, such as milk, juice, veggies, etc. I been calling the ************* to schedule a technician unfortunately no luck for one to come. I been without a fridge since 12/23/2024

  

  Business response

  01/28/2025

  January 28, 2025
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** ***** E. *****
  
  Dear BBB Customer Relations:
  
  After researching the service history, we confirmed service was completed January 6, 2025. The technician noted that there was no power/display and a loose fan connector. The technician reconnected and the air code went away. The service was closed and Ms. ***** indicated that no additional service was required. In the interim, since repair has been completed, we have closed our file.
  
  We apologize to Ms. ***** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

  Customer response

  01/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** E *****

• Initial Complaint

  12/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an item for my daughter from this company through Kmart. I received tracking and email that stated the package was delivered to some other city in my state. Im not sure how this could have happened as I have the same address on my shipping and billing. I cant even verify the location that it was sent to, as I have no address to even view where the package was delivered. This is really bad. Im not sure how an address could be this incorrect on a package. The company has not responded to my email either. I sincerely hope I can get my money back.

  

  Business response

  01/20/2025

  January 20, 2025
  
  
  BBB Customer Relations
  **********************
  ****************************************************************
  *******, *******; 60611
  
  Re: ******** ***** ******  
  
  Dear BBB Customer Relations,
  
  As clarification, our online website hosts other retailers through our Sears/Kmart Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears/Kmart items or services specifically, there is a tab that may be used to select only Sears or Kmart items or to narrow the results returned from an item search.
  
  It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears/Kmart. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies.Sears/Kmart does not have any jurisdiction over the sellers pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.
  
  With that said, our records indicate that Ms. ****** placed an order with a Third Party Marketplace vendor, not Sears. In Ms. ******** case, the order was fulfilled by **************** located at ********************************************************************************, Email: *************************************************** and telephone number ************. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site.For Ms. ******* records, we have included our disclaimer below:
  
  Third Party Advertisements and Links to Third Party Sites
  We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein.
  
  Placing an Order
  Some products offered through the Sears Site may be fulfilled by third-party sellers, such as Sears Marketplace items. Third-party/Marketplace sellers' shipping and delivery policies may differ from those offered by Sears.When ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policies. Sears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace seller. You agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise.
  
  You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issues. As payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy.
  
  Returns and Cancellations
  Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.
  
  After researching the order,our records show that the seller issued a full refund of $65.15 on January ******. An email correspondence was sent to Ms. ****** informing her of this refund. In closure, since a refund has been provided, we have closed our file.
  
  We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely, 
  Regulatory Complaint Specialist
  TransformCo 

  Customer response

  01/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a warranty from Sears in July 2024. I paid ****** was charged to my credit card. I called Sears in August to check my **************** washer machine. The service man was to come fix it and order parts for the washer. I've called Sears and put in serval complaints because I've been trying to get them to fix my washer machine since August 2024. Sears service tech will order parts but not come out and fix my washer machine. They have cancelled service in August, September, October, and November. I want my money back for the warranty so I can buy a new washer machine. I'm an senior who has to get someone to take me to the laundry mat every two weeks to wash my clothes and that's taking away from my grocery money. This is causing me problems with my health and worrying if I'm going to get help from Sears. I appreciate any help that you can assist me with. Thank You

  

  Business response

  12/18/2024

  BBB Customer Relations
  **********************
  **************************************************************
  *******, *******; 60611
  
  
  December 18, 2024
  
  Re: ******** ******
  Reference Number: 22590830
  
  Dear BBB Customer Relations,

  
  We have completed the investigation of Ms. ******* complaint and his dissatisfaction that the washer was not repaired in a timely manner.

  
  Ms. ****** purchased a Sears Protect Home Warranty for the washer. We reached out to the team to contact her and assist her with the washer. The representative contacted her via telephone on advice Ms. ****** she has an upcoming repair visit. The representative send a request for the $50.00 laundry refund and had been approved. Since, shes been assisted by the team and our agreement with the Better Business Bureau restricts the length time a case remain open we ask to have this matter closed.Should she has any additional concerns we will direct her to the Sears Protect Home Warranty team.

  
  We apologize for any problems or frustrations Ms. ****** may have experienced with Sears Home Services.We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.
  
  
  
   
  Sincerely,
  
  ***** ******
  Regulatory Complaints Specialist
  Email: ********************************************************************

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Sears ********************** regarding my Ice Dispenser no longer dispensing ice from the door and the door ajar alarm would continue to go off even when all the doors were closed. A service tech came out on on 10/11 and said he was ordering 2 parts, one control board for the refrigerator and one for the ice maker. He ended locking the control panel because while he was here water from the dispenser start coming out, not sure how that happen. I received 1 part and got a text 10/18 to schedule a repair appointment early from 10/24 since the part arrived early. I had only received one, contacted support through chat to confirm 2 parts were orderd and was told yes. I would received one and the tech would bring the second. I schedule the 10/19 appointment. I was not home but spoke with the tech what customer support told me about him having the second part and he said he doesn't know anything about that. He put on the part that was delivered and told additional parts were ordered. I noticed the next day my refrigerator and freezer were no longer cooling. Reached out to support they will not send a tech out while parts where orderd. I got 3 parts schedule appointment for 10/30. Now the 3rd tech said wrong parts were ordered and the issue was incorrectly diagnosed. Now he has ordered 2 additional parts and now I have been waiting 3 weeks. Each time I reached out some was going to escalate a ticket but don't. 11/19 was the first time I seen it was escalated after they were going to do it on 11/12. This refrigerator has been service multiple multiple multiple times when they fix one thing then something else goes wrong. I would like this issue be handle or give me a replacement ASAP. I know they have spent more money on the parts and repairs than it would have cost to replace the refrigerator when it took them just as long to repair over the years. This is an ongoing issue. Please assist with a resolution.

  

  Business response

  12/19/2024

  December 19,2024
  
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  **********************
  
  
  Re:  ******** ***** *******
        File Number 22435544
  
  Dear BBB Customer Relations:
  
  
  We have completed our investigation of Ms. ******** complaint regarding the problems she encountered in getting her Kitchenaid branded refrigerator.
  
  Our records indicate that Ms. ******* has a Master Protection Agreement covering her refrigerator.  Our records indicated that the repair on the refrigerator was completed and closed on November 30,2024.  We contacted Ms. ******* on December 17, 2024, to conform the status of the refrigerator.  She confirmed that the repair has not been completed yet due to the tech ordered board had not been received.  We spoke with the Area manager and recommended sending the tech back out to see where we are on the repair.  Ms. ******* agreed to the repair which is currently scheduled for Saturday, December 21, 2024.
  
  
   We apologize for any problems or frustrations that Ms. ******* may have experienced with Sears and we appreciate the opportunity to address this matter.   
  
  
  Sincerely,
  
  ***** ********
  Regulatory Complaints Specialist
  ******************************

  Customer response

  12/20/2024

   
  Complaint: 22576476
  
  I am rejecting this response because: The repair has not been completed as of now. I'm still waiting to speak with the tech in regards to him telling me I was going to need a part but didn't ordered it. The issue has not been resolve.
  
  Sincerely,
  
  ******** ***** *******

  

  Business response

  01/17/2025

  January 17, 2025
  
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  ***********************
  
  
  Re:  ******** ***** *******
        File Number 22576476
  
  
  Dear BBB Customer Relations:
  
  
  We have completed our investigation of Ms. ******** rebuttal. 
  
  Our records indicate that Ms. ******* has a Master Protection Agreement covering her refrigerator.  Our records indicated that the repair on the refrigerator was completed and closed on December 20,2024.  A recall appointment was create on January 7, 2025, where the tech visited the home on January 10, 2025 and ordered a motor.  Ms. ****** confirmed receipt of the part on January 16, 2025.  The technician is currently scheduled to return on January 21, 2025 to complete the refrigerator repair.  We will continue to monitor the repair.
  
  We appreciate the opportunity to address this matter.   
  
  
  Sincerely,
  
  ***** ********
  Regulatory Complaints Specialist
  **********************************************************

• Initial Complaint

  11/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Case ****** I have a protection plan. I received prior approval for an evaluation $1859. and a condense $7269 in June, 2024. I have called more than 12 times since then. Different people look up my account and tell me a supervisor will call me in 72 hours. A supervisor has never called me back. I have sent the bills 5 times and a copy of my paid receits On 10/24/24 I was told that my case sent to the Senior Leadership Depty. On 10/31/24 Iwa told that the case was aproved and a check was coming.On 11/8/24 I was told that they have no record on anything. All material was sent return receits to Sears Service Contract PO Box ****** ********************** .I have a list of the people (names) who I spoke to in the ***************************** and the dates. There is no one of authority to speak to. All of the people are working from home. Please help me to resolve this issue since it is alot of money.**** ***** ************************$101

  

  Business response

  12/16/2024

   
  
  
  
  
  
  December 16, 2024
  
  
  
  Better Business Bureau
  Customer Relations
  ************************************************************
  *******, *******; 60611
  
  Reference File # ******** **** *****
  
  
  Dear BBB Customer Relations:
  
  We have not completed the investigation of Ms. ****** complaint regarding the problem she encountered when she requested reimbursement for the replacement central AC unit under the protection agreement.
  
  We apologize for the delay in responding to this complaint.  According to our records, on May 2, 2024 Ms. ***** was offered $75 for a preventive maintenance check on the central AC unit.  We reviewed the case notes and did not find a pre-authorization/approval for repairing or replacing the central AC unit.  We have forwarded this matter to benefits management team and requested to have the calls reviewed regarding Ms. ****** allegation that she was approved a total reimbursement of $9119.00 for the multiple invoices that she submitted related to the central AC unit.  We are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Ms. ***** allow us seven business days to complete the investigation.  In the interim, should Ms. ***** have any questions, she may contact me via email at ****************************** or directly at **************.  
  
  We apologize for any problems or frustrations that Ms. ***** may have experienced with Sears.  We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you may contact me at **************.
  
  Sincerely,
  
  ******* ******
  Regulatory Complaints Specialist
  
  

  Customer response

  01/02/2025

   
  Complaint: 22549207
  
  I am rejecting this response because: 

  I just contacted ******* ****** at Sears Transformco.  She does not have any information yet.  She is waiting. 

  
  

  
  
  Sincerely,
  
  **** *****

  

  Business response

  01/16/2025

   
  
  
  
  
  
  January 15, 2025
  
  
  
  Better Business Bureau
  Customer Relations
  ************************************************************
  *******, *******; 60611
  
  Reference File # ******** **** *****
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ****** rebuttal to the response we provided regarding the problem she encountered when she requested reimbursement for the replacement central AC unit under the protection agreement.
  
  We have Ms. ****** rebuttal, and apologize for the delay in our response.  We received confirmation that the calls were pulled and reviewed by our benefits management team.  After reviewing the calls, Ms. ***** was approved a total reimbursement amount of $7,585.46.  We would like to note that some items and fees are not covered by the protection agreement, and not approved for reimbursement and were deducted from the total amount requested.  On January 13, 2025 we issued Ms. ***** the reimbursement check for $7,585.46 which she should receive within 7 21 business days.  With that being said, since we have addressed the issue brought forth in Ms. ****** rebuttal, we have closed our file.
  
  We apologize for any problems or frustrations that Ms. ***** may have experienced with Sears.  We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you may contact me at **************.
  
  Sincerely,
  
  ******* ******
  Regulatory Complaints Specialist
  
  

  Customer response

  01/20/2025

  Better Business Bureau:
  
  As my conversation with the BBB today I will be receiving a check by February ******* and will accept it.

  Sincerely,
  
  **** *****

• Initial Complaint

  08/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought a fridge and water line on Jun 27, 2024 said delivery would be July 22, 2024. Got confirmation of 2 items to be delivered on July 22, 2024. When delivery came they only had the water line, no fridge. **************** said fridge was not at warehouse. There was no communication that I would not be getting my fridge as informed and expected. Since July 22, 2024 Sears website has had varies delivery dates (August 2, 9, 12 etc) until August 9, 2024 when website says 'Delivery Sold Out'. During my many calls to Sears **************** no one can tell me when to expect my fridge. They keep saying that fridge is not in warehouse. On several calls to Sears, I have requested to talk to a Supervisor but I've been told I cannot talk to anyone else. I have emailed them without any response. I have tried to work with this company but have not been successful. Sears has charged my credit card on June 28, 2024 for the purchase. The purchase of the fridge is within a Master Protection agreement therefore I cannot request a refund without losing thousands of dollars. I have no idea when the fridge I have paid for will be delivered.

  

  Business response

  09/10/2024

   September 10, 2024
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  ***********************
  
  
  
  Re: ****** *******
         File Number 22145741
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ******** complaint regarding her dissatisfaction surrounding the delayed delivery of her replacement refrigerator.
  
  Our records indicate that Ms. ******* has a Master Protection Agreement (MPA)covering her refrigerator.  As of June 19, 2024, Ms. ******* was authorized a replacement refrigerator valued at $ ******** and received the authorization code on June 20, 2024 to place her order online.  ********** delivery team, the available to customer date is September 14, 2024.  However, if Ms. ******* does not receive delivery of the refrigerator at that time, she has the option to leave the case as is or if she would like a check sent, we are willing to do that since has had delays.   We have contacted Ms. ******* and advised her of the options. If she has any questions, she can contact me at email address listed below.
    .  
  We apologize for any problems or frustrations that Ms. ******* may have experienced with Sears.  We appreciate the opportunity to address this matter.  
  
  Sincerely,
  ***** Robinson        
  **********************************************************
  
  

  Customer response

  09/14/2024

   
  Complaint: 22145741
  
  I am rejecting this response because: I still do not have the fridge that I have paid for and was part of my Master Protection Agreement.    Sears (***** ********) responded to me saying my fridge would be delivered on September 14, 2024.   That is today, no fridge has been delivered.  ***** further said that if fridge was not delivered they would refund me (credit card payment) and provide me with the replacement cost (1699.99).  Honestly, until I get a check from Sears and the money back on my credit card  this is not resolved. There have been so many unfulfilled promises and that I cannot accept someone saying I 'will do'.  It has been 2.5 months and still I have nothing but unfulfilled promises.    I will be responding to ******* response letting her know that I did not get the fridge on Sept 14, 2024.  I would also like to cancel the remaining time left (June 2026) on my Master Protection Agreement because I cannot deal with this company anymore.  I am afraid by asking for the cancellation and prorate amount back to me that I will not see any money.  What I am owed is $865.27 (amount I paid on my credit card on June 28, 2024) plus ******** the replacement cost (from Master Protection Agreement) and the prorated amount (unknown) for the cancellation of the remainder of the Master Protection Agreement (until June 2026) all within a timely manner.
  
  Sincerely,
  
  ****** *******

  

  Business response

  09/17/2024

  September 17, 2024
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  ***********************
  
  
  
  Re: ****** *******
         File Number 22145741
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ******** rebuttal.  
  
  We emailed Ms. ******* on September 16, *********************************************************************************** lieu of a direct replacement refrigerator, which she agreed to as of September 14, 2024.  Ms. ******* was advised that we will move forward with canceling the order.  Once confirmed canceled, the online team will refund the $865.27 back to the original payment method.  Regarding the request to cancel the Master Protection Agreement, the warranty team was contacted to cancel the agreement for the other 3 appliances and provide what the prorated cancellation amount will be, the refund will be back to its original payment method.  Ms. ******* was advised that is she is requesting a refund of the warranty for the refrigerator, she will not be provided with a cash reimbursement. It will be a refund over replacement.  She was advised of an update once a response has been provided.
  
  Ms. ******* did reach out on September 16, 2024, and clarified that she did not want to cancel the Master Protection Agreement.   Please provide the check for $1699.99 along with the credit back of $865.27.   
  
  As we reached out to ********** on September 17, 2024, advising that we are in receipt of your email and have submitted the request to cancel the order.  Once the order has been canceled, the online team will refund the $865.27 back to the credit card used to pay the out of pocket expense.  The warranty team will then be notified of the cancellation and you will receive the cash reimbursement document via the email to sign and return with your signature of acceptance.  Once
  the signed document has been received by the warranty team, then will they issue a check for the $1699.99,the authorized amount of the refrigerator in lieu of a direct replacement refrigerator.
  
  We apologize for any problems or frustrations that Ms. ******* may have experienced with Sears.  We appreciate the opportunity to address this matter.  
  
  Sincerely,
  ***** Robinson        
  **********************************************************

  Customer response

  09/24/2024

   
  Complaint: 22145741
  
  I am rejecting this response because:
  The issue is on the way to being resolved, but it's not completed.  I consider this complete when I get the money they have said I will get.   Can I keep my case open  until I get the money? It will be mid Oct is the quoted timeline for the money to arrive.   If not, what could be the next steps if the money does not arrived per their commitment?
  
  Thank you,
  ******
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I renewed my Protection Plan Agreement February 05, 2021 for my *************** On May 16, 2024, an annual routine maintenance **************** by Sears Technician, advised the washer needs two parts replaced: Fan/vent assembly (part#WPW10261587) and Washer Pipe Ventilation Assembly (part# W10261582). During the 5/16 annual maintenance, the Tech scheduled an appointment for May 30, 2024 to come out and install the two replacement parts. On June 3, 2024, I called, Sears Protection, a **** advised the parts are no longer being made and I was approved for a voucher replacement for a washer machine. Advised me I will receive an email 5-10 business days. I called back multiple times, 6/13, 6/23, 7/2, 7/12 & 7/26. I am not getting a response regarding the replacement and told over and over, the "approval team" is reviewing and I will receive an email 5-10 business days. I asked to speak with a Supervisor/Manager, told this is not possible as they do not take calls. Again, today, 7/26, I was told an email will be forthcoming 5-10 business days from the "approval team." I am beyond frustrated and this feels like a **************** I paid for a service (4-year Protection Plan totaling $1,013.25), and now I'm getting the run-around / no answers / no commitment to making me whole based on my contract with this company. This is a sham! I am requesting BBB step in on behalf of a consumer and rectify this matter, having Sears Protection Plan uphold to their end of this contract. My next remedy will be to file a lawsuit if BBB does not remedy this matter.

  

  Business response

  09/04/2024

  September 3, 2024
  
  
  BBB Customer Relations
  **********************
  ****************************************************************
  *******, *******; 60611
  
  Re: ******** *******************************
  
  Dear BBB Customer Relations,
  
  After researching this matter, we confirmed a replacement had been reauthorized on August 21, 2024, for $1019.99. The coupon code was emailed to him and can be used on Sears.com for a Sold at Sears washer.In the interim, since a replacement has been authorized, we have closed our file.
  
  We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely, 
  Regulatory Complaint Specialist

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a Master Protection agreement with Sears for my home appliances. My refrigerator has been broken since before 10/2023. They have sent various technicians to repair it. The last one this am. The refrigerator can not be repaired and they have given me the run around without any resolution of this problem. By the contract agreement, if they can not repair the appliance after 3 times, they are supposed to replace it. I have been hospitalized twice and need a working refrigerator for my ****** I believe that they have been acting in bad faith to extend this out until my warranty expires. PLEASE HELP ME WITH THIS. I have made numerous calls and have records regarding all this.

  

  Business response

  08/14/2024

  August 14, 2024
  
  Customer Relations
  **********************
  *********************
  *******, *******; 60611
  
  Re:  ******** *****************************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of ******************** complaint regarding his dissatisfaction that her fridge failed sooner than expected.
  
  We apologize that *************************** failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer.

  After reviewing ******************** complaint and our records, we contacted customer service and were informed that on July 25, 2024 the repair on Ms. ******** fridge was completed. Records show that the compressor and dry filter were replaced. In addition, the fridge was recharged. Once this was completed, the appliance in question was found in working order. Based off the aforementioned,we have closed our files.

  We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Ema C
  Regulatory Specialist,Regulatory Complaints
  Transformco LLC
  imx integrated member experience

  
  

  Customer response

  09/03/2024

  Complaint: 21998895
  
  I am rejecting this response because: My refrigerator, freezer, and ice maker are not working. After the penultimate repair, the ice maker never worked and yesterday the refrigerator was registering 50 degrees and the food in the freezer is melting.  I have been a faithful customer of ********************** for over 30 years. According to my master protection agreement, should Sears fail to repair my appliance after 3 tries, they are supposed to replace my unit. Sears has been giving me the run around. I also had a preventative maintenance check done on my A/C and hours later my A/C died. I have been hospitalized twice this year and need a working refrigerator for my medications and special shakes. Please help me resolve this problem and have Sears live up to their end of the contract. Thank you. P.S. The Sears repairman that came for the preventative maintenance check of the A/C told me that Sears no longer services my unit. Sears never informed me of this and I have been paying for this. I am sad to say the the Service Sears is rendering is horrible.

  
  

  Sincerely,
  
  ******* Navarro   

  

  Business response

  09/22/2024

  
  Customer Relations
  **********************
  *********************
  *******, *******; 60611
  
  Re:  ******** ******* Naavarro
  
  Dear BBB Customer Relations:
  We have completed the investigation of Ms. ******* rebuttal to the response we previously sent.
  
  After reviewing Ms. ******* response, we contacted our service department and were informed that Ms. ****** never called back to report the fridge was not working after the last service call that was done on     July 25, 2024. If Ms. ****** is still requiring repair services, we welcome to contact customer service to schedule a ********************** at her earliest convenience by calling 1-800-4-my home **************** ) . We would also like to clarify that any appliance has to be deemed unrepairable by a technician before a replacement is approved. Records do not show that any of Ms. ******* appliance have been diagnosed as such so a replacement is not an option at this time. Based off the aforementioned, we have closed our files.
  
  We apologize to Ms. ****** and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely, 
  
  Ema C
  Regulatory Complaint Specialist 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approx 07/22/2022 purchased Kenmore refrigerator from Sears along w 3 yr master warranty. Approx 04/15/2024 it started making a noise called for repair technician came out diagnosed problem Allegedly ordered parts. Parts never came and it's now 07/15/2024 and still not working. We call and they keep passing us around to this person or number to no avail or resolution we demand a replacement refrigerator of equal value we have been w out a refrigerator for Approx 3 months now.

  

  Business response

  08/04/2024

  See attached

  Customer response

  08/09/2024

   
  Complaint: 21990837
  
  I am rejecting this response because: 68160734D3F3D case or complaint number! I have been in contact w Sears several times since we last communicated. Still no resolution to problem. Now they have referred me to "the replacement specialist team" again I have been put off for an indeterminate *** of time! Which is unacceptable! And again I have been trying to resolve this issue since April 2024. Only answer after passing the buck to another department is ...7 to 10 days you will get an email today..no email. Call back we have referred you to our replacement **** you should get an email in 3 to five days. Again no email after waiting said time called again today and nows it's should get an email by Aug 14, I'm not sure if it's this year or next.! Thanks again
  
  Sincerely,
  
  ***************************

  

  Business response

  08/27/2024

  Replacement of the refrigerator was authorized August 15, 2024, ***************** should have received an email providing the directions necessary to complete the exchange. If he is unable to locate the email he is welcome to reach me directly at *******************************************. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩