Complaint / review text:
Purchased a Kenmore elite refrigerator August, 2011. Ice maker not producing ice so called in a service order within 3 weeks; technician came out and said it was a slow ice maker. Did some adjustments but basically said it is what it is. Called tech back when ice not working; had to replace something. Then ice maker broke again in May, 2012. Technician came out and ordered a part. Another technician came out to install part but did not replace because he was able to fix the problem. August 21,2012 while taking our son to college out of state we receive a call from a family member that our refrigerator is not cooling and that everything in the refrigerator has spoiled. Immediately called Sears, ended our trip early, and drove home the next day getting in at 1am for our appt. Service appt was for 8-12 but tech didn't arrive until after 3p to tell us he needed to order a new condenser. The next week the condenser arrived, the tech came back out and repaired the refrigerator without installing the new condenser. By the next day, the refrigerator was not cooling. Called tech line again and another technician came out. This technician said the refrigerator was not reparable and put in an order for us to get a call to replace the broken refrigerator. Waited the weekend, thru Labor Day and by Wednesday we called since we had not heard anything. Reportedly, the technician did not document thoroughly enough and Sears had to track him down to correct the paperwork. This went on for a few days before we called back. The same issue was holding up the release of paperwork for us to receive a new refrigerator. The result was that another technician was scheduled to come out the next week, Monday, Sept 10, between 8a-12n. My husband rescheduled a business trip flight at 6am to wait for the technician. The technician called Monday late morning to say that he did not need to come out because he has to order another part to try and fix the refrigerator. So, the cost of rescheduling the flight was a waste of money. Our driving all night to get home for an appointment that was late was a waste of time and we lost money by leaving the hotel a day early. We are without a refrigerator and the reimbursement for food in no way covers even 1/4 of our food costs. And, since the Sears technician made a mess of the documents, we are further inconvenienced by two additional weeks for yet another appointment to fix a refrigerator that has consistently broken. The minute the refrigerator broke I asked for a replacement; when I spoke with someone recently I was told that I had three weeks to return the refrigerator. When I asked if I could give the refrigerator back in September 2011, I was told I could not. This is so overwhelmingly frustrating. We wound up renting a refrigerator but we have no ice, no filtered water, and are at our wits end. We cannot afford nor do we have the time to keep missing work for Sear's mistakes... The first mistake being selling this refrigerator!!! I need someone from Sears to resolve this yesterday!!!