This issue starts 4 months ago when I purchased an LG oven at a locally owned SEARS store in Steamboat Springs, CO. Bear with me as this is quite a long history.

As told to me by the sales associate, this particular oven unit was purchased by a customer and when the SEARS associates arrived to install it, they found that it was not the right size. This unit was then returned to the sales floor of the locally owned SEARS store in Steamboat Springs, CO. The locally owned SEARS store in Steamboat Springs, CO does not carry inventory. What they have are a few select units for display at their showroom. Because they don't carry inventory, they reduced the price of the returned oven in order to sell it quickly. We purchased the oven a few months after the initial buyer and we were told that it was brand new, never used, and returned only because it was the wrong size. The item sold to us was damaged. After unwrapping the unit, we saw the smashed top panel, the cord that was pulled apart and exposing the wires, the dented and scratched lower door, the upper door that was scratched and had sprung hinges. We immediately called the locally owned SEARS store and talked to the manager about the damage. He told us that we bought the unit AS IS and that he would not do anything to repair it. I disagreed and insisted upon it being fixed. (If it was an AS IS unit, he would not have been able to sell me the 5 year extended warranty on the oven.) He threatened to take the unit from us so we filed a formal complaint against him and the store. We were told to contact SEARS regarding the Protection Agreement and start the repair process through them. We did this at the end of December. The first repair man showed up in early January to diagnose the problem and order the parts. After 2 months we had not heard back from him nor SEARS regarding the status of the repairs. We were told to file a formal complaint against the repairman so we did. That removed him from the repair ticket but we were back at the beginning with an oven that still hadn't been repaired. At this time, we looked through the paperwork that came with the oven. There was a large plastic bag with the following contents: an envelope containing the wiring diagrams for the oven, a square of cardboard cut out of the original delivery box which included the original buyers name and phone number, an LG warranty registration card, a pamphlet showcasing the sears protection program with a pocket in the back containing the terms and conditions, a green laminated "Wall Oven Quick Tips" sheet, the LG owner's manual, the LG installation manual, and two receipts showing parts and repair requested for this unit with the words" UNIT IS SMASHED" and "ORDERED PARTS NEEDED TO CORRECT HIDDEN DAMAGE ON UNIT" on them. The damage listed was not disclosed to us during the sales process, yet the owner absolutely knew about it. (Pictures of the receipts are attached below.) The second repair man showed up at the end of March and diagnosed the problem and went to order the parts, only to find out that the hinges and the mother board for the unit were unavailable. He updated the system with this information and told us to call SEARS to start the paperwork for getting a replacement. Today I received an email with an authorization amount that is not enough to replace the oven that we purchased. You offered $1979.93. We paid $1979.93 plus $158 in tax for our unit (a total of $2137.93) In order to replace this unit through SEARS it would cost $2519 plus $211.60 tax (a total of $2730.60). The difference between what you are offering me and what it would cost to actually replace it is $750.67. That is not a replacement. A replacement is me having the same oven, in my house, at no cost to me. Anything less is not a replacement.

From the beginning, SEARS has been hard to work with. I have made multiple calls each week to inquire about the status of the repairs, to get an update, to file a complaint, and each time I have been on hold or on the phone for 45 minutes to 1 hour. It has been over 4 months and this issue is still not resolved. Just last Friday, April 13, 2018 when I called to move forward with a replacement, the customer service representative I talked to did not process my information. They left it undone and the agent I talked to on the phone Tuesday the 17th had to process everything for me. This was not the first time that the agent on the phone did not process the information they needed to. It was a chronic issue, not something I encountered once.

We were sold a damaged unit, fraudulently labeled as new. I believe the fraud continues with the offer of a replacement at a value far below the actual cost. Today I spoke with Richard (sales ID# 474890) and I was told that he was the department manager and not allowed to override the authorized amount. I asked to speak to his supervisor or someone authorized to override the amount. He said he had no boss and nobody I could appeal to. I insisted on getting a name or phone number of his supervisor so he gave me this email address. I am disappointed by this continuing interaction with SEARS Protection and I ask you to make this right.

1. I was mowing and it just stopped. Sears man could not fix it. He undone all safety devises. And it run awhile and stopped. 2. The repairman made appointments and did not come. It took a month before someone came out. The mower was racing the motor and reducing the motor without my intervention. He said it was the carborator on it. He did not check any further. He was too busy, he said. He put a new carboratoron it. Carborator did not help it at all. It kept racing the motor and reducing the speed. It did not last to cut my yard. The mower was doing it's own thing. It was like riding a bucking horse. 3. Transmission was going out. He had one sent here but did not use it. He left it here for when it does go out. He said he couldn't find the trouble. 4. It will not run. It just stopped...When you kick in the blade, it kills the motor. I was trying to get it into the garage. It kept dying. After about 4 times, I finally got it in the garage. I thought I was getting a good mower since it came from Sears. This was supposed to be a new mower. They told me they will be here on July 25th. I bought it 5-17-14. I have to wait a month or two each time. Is this a lemon. My neighbor can mow every week and I can't even get mine to work.

Hi castillo 1,

I'm Scott, and I'm part of the Sears Cares social media escalations team. I came across your post here and wanted to extend an apology for the disappointment and trouble your refrigerator has caused you and your family. Being without a fully functional refrigerator is difficult enough, but extended hassle and service calls just add to the unpleasant situation we're sure. We'd like to offer you our team's assistance and help get this straightened out for you. At your convenience please contact our office via email at [email protected] and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (castillo 1) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon.

Thank you,
Scott J.
Sears Cares Senior Case Manager

We purchased a Kenmore Side by Side Refrigerator, a Range (Stove), a Range Hood and a dishwasher with an extended warranty for all four items. This $300+ warranty, we have renewed every year after the manufactures warranty ended.

We have had only one service on the dishwasher alone and zero service on any of the other appliances. Over the last four months, the refrigerator has constantly failed, (ran warm, spoiled the food), thus requiring service.

Each service order has a wait time of around ten days or more before a technician can even come out, therefore, we have zero refrigerator for this time and then an even longer time if a part has to be ordered.

Every time the tech arrives, he patches the fridge instead of fixing it or replacing it. This patch / band aid, last for a few weeks before the problem returns.

Today I took off from work for the scheduled 8AM - 12pm sears appointment.

Due to a No Show / No Call, I contacted sears at 10:30 AM and again at 1:15 PM, only to be assured by a customer service rep, that the technician will arrive, not to worry and he will call me when he is on the way to my house.

At 2:42PM, still a No Show / No Call from the technician, I was forced to leave my house (to retrieve my kids from school). I was back home at 3:28PM, to which I found a note scratched on an index card stating 'sorry we missed you. Sears'.

The technician DID NOT call either of my contact numbers to tell me that he was on his way, as promised that he would, in the previous two calls to the customer service rep.

I immediately contacted sears and requested to speak to a supervisor, to which I was placed on hold for over fifteen minutes before the call ended abruptly.

I called back and went through this scenario four consecutive times (for almost an hour) before finally being transferred to a Sharon, who said she was a supervisor. Sharon was not only unprofessional but also lacked the technical attributes to be a customer service rep, let alone a supervisor, she even went as far as saying that there is nothing she can do, and the only thing that I can do is wait for the next available appointment...yes you got it...TEN DAYS LATER.

I explained to her that I have two young kids and really cannot be without a refrigerator for that period of time, to which she made it clear, that it was my fault for not being at home when the technician arrived, therefore I will have to wait for the next available repair date, She then hung up the phone.

Each time I call for service, the customer service reps hound me about doing some home improvements, so just for kicks, my wife stated that she was thinking of some home improvements, in no time, an appointment was scheduled for an agent to come out for the appraisal / estimate, The agent was there at my door, THE VERY NEXT DAY.

In short, sears is no longer the sears we once knew, I will never use sears for any purchases or service again.

sears is a joke . Sears sold my parents a samsung frig side by side with in the first day we got it home it would not give water. Called sears and demanded them to replace it which fineally they did. One year later samsung frig quits working and we call sears protection plan and sent a tecnician. Tecnician has been here about 5 times and replaces parts and still can't fix it . Been about 4 months now and still can't fix it I think sears is going to rebuild it all till the tec figures it out.. Been calling sears about replacement lemon clause but keep giving me run around . I am dispointed at sears on they treat there customers...