Consumers File Class Action Lawsuit Against Sears Over Sears Washing Machines
A class action lawsuit was filed against Sears in Madison County, Illinois (Circuit Court Case No. 10-L-203) alleging, among other things, that Sears washing machines stopped working correctly after they were purchased, according to a class action lawsuit filing news report.
The class action lawsuit complaint reportedly alleges violations of the Illinois Consumer Fraud and Deceptive Business Practices Act, fraudulent concealment and nondisclosure, breach of express warranty, breach of implied warranty and unjust enrichment against Sears.
The class action lawsuit is reportedly seeking an order certifying the putative class,seeking restitution, disgorgement, compensatory, consequential, monetary, punitive and incidental damages; injunctive and declaratory relief, attorneys’ fees; costs; pre- and post-judgment interest, among other things.
If You Have Thoughts On The Sears Washing Machine Class Action Lawsuit, Share Your Class Action Comments Below.
It’s way past time for this to be happening! This machine is enough to send a sain person off the deep end. If it would help anything I’d like to dump it at their entry door. I’m thinking of protesting by going to the store and marching with a big sign to warn others not to buy this piece of junk.
please tell me how i can join against sears same problem rip off 50 yr customer…no more thank you very much yumyumth@gmail.com
We purchased a kenmore washer and dryer from Sears in Sept 2009 along with the 5 year protection agreement. We have called 3 times for service on our washer because it does not always spin the water out of our clothes. I sit here all day waiting on them just to have them call me at 4 pm (the cut off for my appointment) and tell me the technician will be here around 530pm. i asked them about replacing the washer they told me we had to have 4 calls with part replacement within a 1 year period. A brand new washer should not need a new clutch and then a new spin tub. The tech just says well we hope this works. The customer service department SUCKS and they only want to give me an address to send a letter of complaint.
I have had a nightmare wityh Sears kenmore wassher.dryer! I have been waiting a month to have my washer repaired. We only had it 8 months, and the transmission and tub need replacing along with the seal. The first appointment I was suppose to have between 8:00 to 12: they showed up at 3:30! That’s when he discovered we needed all these parts, 6 to be exact. The second visit the tech found out the wrong part was ordered! The thrid visit the tech said the tub arrived broken. We have alaways bought Kenmore appliances, not any more! I agree the customer department sucks!!!
please tell me how I can join the class action suit against sears washing machine – kenmore washer failed in 19 months. I was forced to pay a service fee of $75 because I was not the original owner. I had all the papers when I purchased the townhome and washer was only 5 months old at purchase.
Then the tech said that repair would cost $450 and would not honor the warranty, so I ended up buying a basic GE washer which was only $356. The $75 service inspection is only refundable against a sears purchase.
They have now done the same with sears Battery 90 month diehard failed in 38 months – they do not state single owner and that you get stuck with sears forever on the warranty.
thanks
Gerardine
I just found out that my new and I repeat new washer that I purchased at the Sears Store not their reconditioned store, has a reconditioned part and after the warranty ran out it failed. I am fighting it first through the better business bureau, and if I do not get Sears to come through and do right, I might need a little help on this from an attorneys point of view. Can a Store sell a customer a new and again I state a new appliance with reconditioned parts? I verified with the store that I did purchase a new washer and dryer, but the store could not tell me why their was a reconditined Electronic Control in my washer. When you call for a Techincian from Sears, make sure that you are present and that they show you the part they are requesting to replace. My washer was a Kenmore H2 Plus purchased 2008, if anyone has a picture of their Electronic control take a picture, I have one if you need to see what I am talking about. Still waiting after 3 weeks without a washer due to wiring that was damaged when the techincian removed or tried to replace the Electronic control which he claimed was bad. Anyone out there that might have a suggestion how to proceed, please let me know
I purchased a GE Profile washer from Sears 07/10. On the same day of delivery the repair technician had to come back to my house to fix a leaking hose. In September 2010 (2 months later) another repair technician came back out to the house to repair another leak problem that caused major damage to the basement. In December 2010 the washer didn’t spin, I called the service department again (hoping to get the issue resolved before the holidays) and was given an appointment 10 days later. Then the technician said he had to order a motor and for me to call them again upon receipt of the motor. I called them back and was given another appointment in 10 more days to install the motor. I had no choice then to go to the laundry mat (under 2 ft of snow in CT) and pay to wash clothes; otherwise, I would have been left the whole holiday with dirty laundry. The junky washer was supposely fixed on 01/06/2011 with the exception of it leaving all of our clothes dingy. Since the replacemnt of the motor 2 months ago, I had 3 more service appointments. Now the technician is saying it needs a new transmission/shaft and a new belt. The machine is a lemon and I am sick of washing clothes outside the house and waiting for repair man after repair man.
I’ve called over 15 different department to try to get this unit replaced with no help to date. When I purchased the unit I specifically told the sales rep that I had 4 small children and I needed an durable unit. I feel like I was manipulated into buying this machine and Sears has treated me and my family poorly. They say satisfaction is guaranteed but once they get your money they don’t care anything about you or your troubles.
Can anyone help me?
Having been a faithful loyal customer of Sears for decades, I will no longer purchase anything from Sears. I bought a Kenmore Oasis HE clothes washer a year ago at the King of Prussia, PA store, and it stalled during the wash cycle a couple of weeks ago. I called Sears repair service and was told that I would be charged a pre-paid special cost, which I accepted and placed on my credit card. The short story is that I was stood up TWICE by Sears repair service. No show of the technician even though I received an automated confirmation the day before on both scheduled times. When I called the service center and complained, I was told that the technicians are overbooked. I spoke with various supervisors and managers and was promised that a technician would show up, but no one did. I think this is a breach of an agreement since I had already paid the service call by my credit card. Sears doesn’t even have someone life to call to apologize for the cancellation of their technician, but instead I receive an automated call saying that I have to call the service center to re-schedule. Makes it sound as though it’s my fault. Have taken too much time out of work to wait and wait. Too much stress and distress, altogether. There should be a class-action lawsuit for breach of agreement, when a customer has already paid ahead as requested by Sears agent and then there is no delivery of service. PA should be filing a class-action lawsuit.
I had a Sears service on my washing machine and technician said it needed a new “sensor” and possibly a new “digital” but technician couldn’t tell about the digital until he installed the new sensor. I paid for the sensor and the labor for that trip and the future trip to install the sensor. Service was to be done this Saturday from 1-5pm. I got a confirmation Friday night – Service was confirmed. Saturday at 3pm I got an automated call stating technican was running late and gave me the option to cancel the appointment. I choose to keep it which meant it would be after 5pm. No one called so, nor showed, so at 6pm, I called Sears. I asked for an ETA (estimated time of arrival). Sear’s rep. said after we hung up the repair man would call me. No one called so at 7pm I called Sears again. This time when the Sear’s rep. said someone would call me with an ETA, I said I wanted to wait on the line with her, while she called- and got me the answer. She said she couldn’t do this but she could confirm I was next in line for service. I asked to speak to her supervisor. The supervisor told me that my appointment was cancelled due to the fact she had called the service number and they had a recording that their office was closed after 5pm. I asked her why at 7:02pm I’m told by her underling that I am next in line, at at 7:03pm I’m told I have a cancelled appointment. Ms. Alice Johns (the supervisor) told me it was a cancelled appointment. I asked her if she realized we had a legal contract for this appoitnment. She agreed she knew this. I told her – was she aware that they were in breach of this legal contract. She agreed she knew. I asked her if she knew I had made a justifiable reliance on this contract – with consideration of my time and my money that was now money in their account. She agreed she was aware. If the courts look to the manner in which a contract is breached, I would think that Sears not calling me but for automated calls to confirm the appointment – and for me to call them only to find one minute I have the appointment and the next minute I don’t – this is a manner not looked upon favorably by the legal system. The remedy they offered was for me to wait two weeks for another appointment. Now all calls for service that came after me for next weekend, will go ahead of me next weekend. Not to mention that this may turn out to be a long wait to get my washing machine fixed. I would then be waiting three weeks to install this sensor, another week for a digital if needed, and another week to have the digital installed. That is to say – IF THAT FIXES THE WASHING MACHINE AND THAT SEARS DOESN’T BREACH ANOTHER SERVICE APPOINTMENT CONTRACT. Here are the legal elements of a contract for service that I pulled from online:
1)Acceptance
Acceptance of an offer can occur in several ways: Acceptance of an offer is a manifestation of assent to the terms
thereof made by the offeree in a manner invited or required by the offer. An acceptance must not change the terms
of an offer. If it does, the offer is rejected. A material change in a proposed contract constitutes a counteroffer, which
must be accepted by the other party. I accepted this offer and thus waited for them to show. By not showing they breached their contract. “an acceptance of a contract must not change the terms once offered”. Otherwise it’s a rejected contract, or a breached contract. Bottom line, I met this element.
2. Legal Purpose
The objective of the contract must be for a legal purpose. For example, a contract for illegal distribution of drugs is not
a binding contract because the purpose for which it exists is not legal. My contract for service with Sears was legal, so I met this element.
3)Mutuality of Obligation
This element is also known as the “meeting of the minds”. As much as I’m to honor their coming, they must honor me and come. Mutuality of obligation refers to the parties’ mutual understanding and assent to the expression of their agreement. The parties must agree to the same thing, in the same
sense, at the same time. What we have here is Sears changing conditions of contract, after I’ve done my part. The determination of a meeting of their minds, and thus offer and acceptance, is based on the objective standard of what the parties said and did and not their subjective state of mind.This means that this is a fair objective if they make an appointment for Saturday they will honor it or not make it in the first place. Unexpressed subjective intent is irrelevant.
In determining whether mutual assent is present, the court looks to the communications between
the parties. For me there was only one call Friday night to confirm Saturday’s appointment and another automated call at 3pm to say they were running late but I could choose to cancel the appointment. I chose to keep it. There was no communication from Sears at all to say they would not be honoring our contract. The courts looks to acts and circumstances surrounding these communications. I believe my calling Sears at 6pm Saturday night to hear appointment is still confirmed, and calling at 7pm to find out at 7:02 I was next in line and to find out at 7:03 my appointment was cancelled, is a violation of my rights. I had performed my duty as a party to this contract, not only by paying but also by waiting. Sears had all of Friday night to cancel. They had all of Saturday morning to cancel. They had all of Saturday afternoon to cancel.
4)The offer must be clear and definite just as there must be a clear and definite acceptance of all terms contained in the offer. It’s clear with both parties to this service contract that it would be serviced on Saturday. If a meeting of the minds is contested, the determination of the existence of a contract is a question of fact. I would suppose if taken to court the fact finder would determine that I reasonably drew the inference of a promise from the other party’s conduct (Sears) and that that promise would then be given total effect in the courts. What was expected of me was to wait at my home. What was expected of Sears was to show up or tell me they couldn’t. This was the mirror image that was the contract. I also think the courts might see twelve midnight the end of Saturday.
5)To be enforceable, the parties must have agreed on the essential terms of the contract. To me the terms of the contract was that I would wait for Sears and wouldn’t stand up their technician. And, that they would not stand me up. Yet, if it’s impossible for the technician to show up, than at least call me. This is respectful from anyone, any company. A standard fundamental!
Full agreement on all contractual terms is the best practice and should be the norm. Unfortunately, I believe the norm that is STANDARD for Sears is to stand people up and not call but when you call, they are very apologetic. These apologies are words, but not actions. It is only when an
essential term is left open for future negotiation that there is nothing more than an unenforceable agreement to agree. Such an agreement is void as a contract. Any contract or mutual understanding between parties that differs materially from the original offer to me is court worthy and open to legal challenge. Should any component of a negotiation such as they can’t make it Saturday tend toward a final result where a contract or agreement differs materially from the offer, that component of the negotiation should cease. Hence a breached contract. If the component in question is critical to the provision of a service or goods, to get a washing machine in working order the issuance of another offer that incorporates that component should be considered. There was none, other than if I have problems with this call Customer Service on Monday.
6)Certainty of Subject Matter
In general, a contract is legally binding only if its terms are sufficiently defined to enable a court to understand the
parties’ obligations. The rules regarding indefiniteness of material terms of a contract are based on the concept that a
party cannot accept an offer so as to form a contract unless the terms of that contract are reasonably certain. Currently I am now with an indefiniteness – of when I will have my washing machine fixed. Since the material terms of a contract must be agreed upon before a court can enforce the contract – to this I say, “they were.” Each contract should
be considered separately to determine its material terms. From Sear’s stance, I happen to know they own the service company – or subcontractor that was to do the service work. I contracted with Sears for this service call because I am wanting my washing machine fixed. I paid for it and I waited for it. I’ve done my consideration and made a justifiable reliance Sears would do as they contracted. As a general rule, an agreement simply to enter into negotiations for a contract later also does not create an enforceable contract. For Sears to say – two weeks from now we can have another technician come out is a counter-offer thus breaching the original contract. Parties may agree on some of the terms of a contract and understand them to be an agreement, and yet leave other portions of the agreement to be made later. It is obvious from Ms. John’s comment – Sears is not going to act, but I’m to act by calling customer service this Monday to make another appointment. The courts have implied terms to preserve the enforceability of the contract should a legal challenge arise. A court may uphold an agreement by supplying missing terms.Historically, Texas courts prefer to validate transactions rather than void them, but courts may not create a contract where none exists and they generally may not insert or eliminate essential terms. Whether or not a court will imply or supply missing contract terms will depend on the specific facts of the transaction. An example of terms that have been implied or supplied are TIME AND PLACE OF PERFORMANCE. Here we have Sears saying they will supply service at a specific time and place. Performance was not made during this time and place.
7)Consideration
Consideration is an essential element of any valid contract.This is where my money paid is the “consideration”. Also my waiting was “consideration”. Consideration is any sacrifice one is expected to make to uphold the contract. Consideration consists of either a benefit to the promisor or a detriment to the promisee. It is a present exchange bargained for in return for a promise. I offer to wait and pay for the promise they will show up. It may consist of some right, interest, profit, or benefit that accrues to one party, or alternatively, of some forbearance, loss or responsibility that is undertaken or incurred by the other party. It is not necessary for a contract to be supported by
a monetary consideration. So, my waiting all afternoon, is my performance and consideration in and of itself.
8)Competent Parties
Parties to a contract must be competent and authorized to enter into a contract. I.e., we are not under age, we are not mentally impaired, …etc.
Conclusion: I have met all the elements of a legal contract breached by Sears. I imagine, from my reading I’m not the only one that Sears has breached a service contract with and that this may be the norm for their service department. Then, this brings to mind, that for me to seek remedy and to teach a lesson to Sears, would be asking for punative damages. I’m sure a jury trial would be sympathic to my stance. I’m debating what to do now, given that if I call Sear’s customer service department Monday I am entering into another contract, and possibly asking for more abuse. It’s maddening to waste a day in the life of a human being. I’m sure the courts would see this as quite evident. Funny though, had Sears called me – and told me early on, they wouldn’t be able to make this appointment, they could have caused less damage. It’s insulting that they didn’t even call. Far beneath normal expected standards from Sears.
I have several appliances purchased through Sears over the past 10 years and have noticed that they come within the 4 hour window if you have a NON-warranty service call. As for service calls for warranty work, they have not come when they say they are going to. I am waiting right now for my Kenmore dishwasher to be fixed; all they need to do is assemble a part (dishrack with wheels, etc.) which should take about 5 minutes. Yesterday an automated phone message from Sears service stated to contact that they would call us 30 minutes before arriving…well they called us at 7:55 A.M. and stated that they would be here before 8 A.M. I arrived at the house within 15 minutes and no one was there. I called and they said the technician will arrive at 9:15 A.M. It is now 10:40 A.M. and several phone calls later and they are still not here.
I too will never buy from Sears again!!! I have the Sears HE Quiet touch and have the mold and mystery brown spot problem . Have used all the cleaning tips, special products, left the door open etc, etc. This is ridiculous that Sears cannot be made to do something about this. This is for us, a big deal to have to look at purchasing a new machine, as I am sure it is for many Americans these days. I called Sears about 1 year after purchasing and was told to leave the door open. Called back about one month later and told them that does not work. They did not care and I never got any results. I am sick to death of spending our hard earned money and being ripped off. The owners and people in charge of Sears, SHAME ON YOU FOR NOT STANDING BEHIND YOUR PRODUCT AND KNOWINGLY SELLING PRODUCTS WITH HUGH PROBLEMS!!!!!!!
Purchased a clothes washer from the Sears outlet in Voorhees, NJ. Got it home, installed and found half of the options didn’t work. Later found the rinse cycle worked half-assed,at best. Energy saver I think not. We have to rinse the clothes several times through to clear the soap. I called 1-800-4myhome as instructed. I was told by “Tony” employee #68851, that since it would be 3 weeks until a repairman could respond and due to the fact the washer was only 2 days old, I should return it for a replacement. Did just that and was told by “Darren” (at the Voorhees location) that I had to call 1-800-4myhome because they did not take returns. Got home, wrenched my back moving the washer yet again and called 1-800-4myhome. I was told by “Reginald”, that the problem was now on track. Complaint resolution # 3885779 was filed and I would be receiving a call by 3pm the next day (11/26/11, by then). I was told what I wanted to hear, a replacement delivered at no cost to me. That was Saturday. On 11/29/11, I received a bill on my wives Sears credit card for the washer. I called the credit card people and stated I would not pay for a washing machine that did not work. I was told to call 1-800-827-6655 for repairs to the washer and call 1-877-878-3695 to voice my complaint against the store. On 11/30/11, I filed a complaint against Sears with the BBB (#94377432). The BBB complaint has not been responded to, to date. On 12/08/11, I called 1-800-878-3695 and spoke to “Janice”. I was told all was good and would be taken care of as complaint #251362 was on the record with the “Complaint Resolution Department”. On 12/12/11, I posted a complaint on the Sears social media support site. I got a response from “Robert B.” claiming to be ready to resolve this and call me. On 12/23/11, I heard from the BBB (at least I heard from someone in this mess), the response was that Sears has not responded to date.
Same for me ! We made the grave and unfortunate mistake of purchasing a Sears Kenmore High Efficiency washing machine just over a year ago.
The ONLY thing it’s efficient at is cleaning out my WALLET !!!
After precisely one year and one month (the warranty is one year), the clutch mechanism failed, and it cost me $350 to get it replaced. Now, ONE MONTH after that repair, this piece of steaming dog turd has failed AGAIN !!! I REFUSE to spend one more dime on this worthless chunk of maggot infested garbage !!!! I am going to purchase a new washer, and it will NOT be made by Sears/Kenmore, I can tell you that.
Purchased a Kenmore he Oasis washing machine on 3/1/08. Started to have problems with in january 2012. UL code kept appearing, so would adjust clothes & re-start. Only for it to do it again & again. Will not run thru to spin & drain. Called Sears tech. in May 2012 because it just got to be to much of a hassle. Tech. told me because I just had new carpet put in the legs needed to be adjusted, because hub was rubbing on floor. Paid for outrages service call. The next day my daughter did a load of wash, water went every where, all over my week old brand new carpet. Was not a happy camper. Tech did not put drain hose back in the drain pipe properly . Called Sears who sent a Tech out the next day, He couldn’t find anything wrong with machine except for that drain hose. Put a complaint in to Sears. I did get reimburst for carpet damage, but my washing machine has now gotten so bad, that it shakes uncontrollably and as it tries to drain makes aloud humming grinding sound. Called a private appliance tech. which told me that it wasn’t worth to fix machine, because it needs a new drain moter & hub. This machine should have lasted me longer than 4 1/2 years, considering how much it cost . I now am searching for new washer. Sign me up for class action lawsuit. Will not buy another Kenmore or deal with Sears again.
Has there been complaints against the Kenmore 600 washing machine?From day 1 I have complained to the heavens about the water temperature. The warm water is not warm, I have to alternate between hot and cold to get it right. Left alone, it will fill up with way cold water and no hint of warm. At times I have forgotten it was on hot and had to wait until it cooled off. It washes just fine and I really never considered it was the thermostat. Another complaint is that its gentle cycle is not gentle at all, it’s what my old machine did on regular cycle. I’ve had it a little over a year and I just lived with it figuring they were all like that. So I’d like to know if there is complaints or a C.A.S. Thank you
Go for it!
Sears’s service department has been unable to properly repair my washer which is less than a year old. On November 8, 2012 I reported that my washer was not agitating or spinning clothes out and needed repaired. I was told over the phone that there was a recall on a part for my washer and it would be ordered and sent to my home and scheduled washer repair for November 16, 2012. I was assured that my washer was in complete working order upon completion of this repair appointment. I immediately attempted to do a load of laundry only to find the washer was not repaired and was still malfunctioning as originally reported. I was told after many disturbing conversations with false promises from customer service that I would have to reschedule another repair for Tuesday November 20, 2012. On completion of that repair appointment I was assured again the washer was repaired only to find that it was not.
Thus, I have missed several hours of productive work time and have spent over $350 dollars on doing laundry for a five person family. And I still have no acceptable resolution or working washer. After many time consuming frustrating phone calls I am told I cannot get my washer repaired until November 30, 2012. I spoke with multiple people, who told me, “there was nothing they could do”, “the less I say to you the less upset you will be”, and I had no other option other than to reschedule a new repair appointment a week out each time a repair is not done appropriately because they “have other people scheduled.” When asked to speak to a manager I was put on hold for thirty minutes with no response, hung up on, told I would get a call back which never happened. Sears’s lack of competent service and professionalism is unacceptable to me. I have attached a summary of communication efforts with Sears’s frontline staff and their responses.
1. Technician Eric was in my home 10 minutes. Said he fixed washer and confirmed the drum was agitating and spinning. I immediately put in a load of laundry only to find that it was NOT agitating or spinning. I called 1-800-4MY-HOME and was told that they would send a message to the technician to return to my home. He said the technician would call me back soon. I never received a call so I attempted to solve this matter via online chat.
Copy of online chat:
Dear Customer, please wait while we connect you to a Blue Crew member to assist you
Henderson, Adrian: Thank you for choosing Sears. My name is Adrian. How may I assist you?
You: Adrian it is Lora again. We keep getting cut off for some reason. Is the technician coming out today?
Henderson, Adrian: Hello Lora.
Henderson, Adrian: I apologize for the inconvenience this has caused you.
Henderson, Adrian: May I have your phone number with the area code please?
You: ########## that is my cell and number to reach me now. My home number is ##########
Henderson, Adrian: Thank you for the information, Lora.
Henderson, Adrian: Are you referring to the service appointment scheduled on your Kenmore washer?
You: YES
You: He came out today but he did not fix it
You: They said that they would have him call me and come back out today. I have not received any phone call.
You: Is there a number that I can call to speak to the Tech?
You: His name is Eric
Henderson, Adrian: Thank you. I see that your washer is scheduled for today between the hours of 8:00 AM To 12:00 PM at 8152 Union St, Indianapolis IN 46227.
You: He already came out at 12 pm!!!! They need to have him come back he did not fix it
Henderson, Adrian: I see that the service appointment status is showing assigned to technician.
You: What does that mean?????
Henderson, Adrian: In this case, I am unalbe to reschedule the service appointment right now.
Henderson, Adrian: * unable
You: SO what does that mean for me????
You: They said they would have him come back today
Henderson, Adrian: However, I can send a message to our Routing Team saying that, your appliance is still not working. So, that they check and resend the technician to your place today.
Henderson, Adrian: I’m happy to help, is there anything else I could help you with?
You: So they “DEFINITELY” WILL BE BACK OUT TODAY?
Henderson, Adrian: Our Routing Team will check and contact you with the exact information.
You: WHEN WILL THEY CONTACT ME.? CAN I CONTACT THEM???
Henderson, Adrian: You will be contacted very shortly.
I never did get a return call that day and the tech never returned.
2.November 17, 2012 spoke with Kevin asked to speak to a manager and he said the manager was busy but would give me a call back. I explained to Kevin that I had been told this numerous times and no one ever calls back. He said that it is policy the managers have to call back within two hours but that I would probably get a call back in five minutes. I further explained that this was a matter of some urgency to me.
I never did get a call that day and the tech never returned!
3.I then spoke to Bernadette who put me on hold for thirty minutes to get a manager for me. I finally hung up. I never did get to speak with a manager. I was forced to reschedule the repair for November 20, 2012 between 8am and 12 pm, which was the absolute soonest time available. I spoke with Dave the technician who came out this time. I again explained the washer was not agitating or spinning and it was very important that he make sure this was working before he left. He verbalized understanding. Put in a load of laundry immediately after he left and again the clothes were not clean and were dripping wet at end of cycle. He had replaced a part but it still was not working.
4.I called customer service that evening after a failed reattempt to run a load of clothes through the washer and was told again that there was nothing they could do. I spoke with a Mark, and with James. I was told that the technicians both said it was fixed and they are their eyes. I asked how either technician would know if it was agitating or spinning out when they did not stay long enough for it to fill wash rinse and spin, and why Dave would have to replace a part if it was working as Eric reported. I explained the lid does not even lock now during the spin cycle so you can see it is clearly not spinning. The washer is most definitely not repaired. I was told the best that could be done was to reschedule yet another repair next week. It was explained that although my washer was still was not fixed I was not a priority and would have to go to the back of the schedule as they schedule others a week in advance. They have no backup plan for incomplete service. I explained that this third appointment will require four more hours of missed work for me, and more laundry expenses and this was unacceptable service. I was again told I had no other options and then—- “Thank You for doing business with Sears”
5.I spoke with Angela the manager from the store I purchased the washer from and she told me there was nothing she could do. “Customer service was taken out of the stores 6 years ago.”
I am extremely disappointed in Sears’s business practices and extremely poor customer service. Although Sears’s frontline service staff do answer the phone, their efforts can be described at best as dishonest, incompetent, rude and careless.
Note: Washer to be repaired today was told by the technician that came out they hate these washers because they are too hard to fix. He has now decided that my less than a year old washer needs a new motor!!!
OMG…If only I had visited the comments coming from other customers, before purchasing Sears products, I could have saved myself a world of grief and money. Dealing with these people has been the equivalent to setting fire to $2,000.00.
I purchased the Oasis Elite, HE washer, Model #: 11027082600 and the Oasis Elite Dryer model number: 1106082600.
(This very expensive dryer, referenced above, is presently sitting in my garage. I can’t even give it away. I used it less than a year. The washer will soon be sitting beside it as a reminder to never deal with Sears again. It is my mission in life to warn everyone about this company that is corrupt from the top to the bottom and from the inside out. )
The computer was the problem with the dryer almost from day one. So I called and reported the problem to Sears Repairs. The date for the repairman was set and I changed my schedule and waited all day for the repairman to show. That afternoon when 6 o’clock rolled around, still no one had come to repair the dryer. Now understand I had waited two weeks for the appointment. When I called Sears repairs to question why the repairman had not shown, I was told that I had cancelled the appointment. It was later determined that the repairman himself was probably the most likely suspect for the cancellation.
In the meantime I was forced to put my wet clothes in the car and carry them to a friend’s home to be dried. (By the way, my friend got a big laugh because they had an 8 year old Maytag that cost a third of what I paid for this garbage from Sears). At five weeks without a dryer, I went to Lowes and bought a Maytag for $404.00. I put Sears’s garbage in the garage where it now sits.
The Repairman finally showed up with an attitude that was only matched by his girth. Now understand he had come to repair the dryer, but decided to comment on the brand of HE detergent I was using. I reminded him that I could read and that hundreds if not thousands of complaints had been posted about this particular dryer model and not one had put the blame on detergent. In fact most people claimed that Sears was knowingly selling appliances they knew were defective junk. I let him know that I was using high energy efficient detergent and did not need a sermon on the cost, amount and type of products to use. Needless to say he did not like me or my comments. He claims he is going to have to order a replacement computer part and leaves. I never heard from him again. He had done exactly what I expected. I called Sears only to discover he never mentioned anything to the service department and never ordered the part. Sears Corporate Office could have cared less. In fact, they were in such need of a warm body to call a “repairman” I doubt they ever reprimanded him.
Less than four months after the fiasco with my dryer, my washer (referenced above) begins giving trouble with a “UL” indicator staying on during the cycle. I find out this particular model is on recall. So I swallowed my pride and called Sears…again. They send some woman out…she orders the part…and I wait. Now understand this company should have had the service truck loaded with these parts. Without even trying, I found over 2000 complaints on this washer and the balancing problem. I finally get this problem fixed…and I use the term loosely because the “fix” lasted about two weeks. I am back to openly the lid on each and every load of clothes and repositioning the load in an attempt to get most of the water out. It doesn’t matter what size load or spin speed. This must be done with every load washed.
Thank God, I now have now saved enough money to buy a new washer. I thought there for a while I was going to have to resort to an old wash tub and wash board. I guess the time and money spent with Sears will have to be categorized as lessons learned. I hope others read my post and the hell I have been through will serve some purpose.
My experience with Sears mirrors almost all of the comments above. I purchased a Sears Kenmore Elite Top-Loading High Efficiency Automatic Washer in November of 2011. During the year, the washer had stopped mid-cycle and a “uE” error code appears. this code means that the load is unbalenced, so I redistributed the load and reprogramed the washer. In January of 2013, I received a recall notice from Sears, saying that I might be eligible for a free home repair program. Sears sent a repairman who supposedly “reprogramed” the machine; however, gave me a literature update to place in the washer’s manual. This “update” says: “Caution – Do not wash or spin any item labeled water proof even if the product label on the item permits machine washing.” He also put a yellow sticker saying the same on my washer. So, basically, nothing was done to rectify the situation!! This is just totally unacceptable! I have also spent 2 days calling numberous Sears Customer Service numbers and waiting 15 or so minutes to talk with someone only to be told that “you’ve reached the wrong department”, “nothing could be done” or that I should “go to a Laundramat”. I find it ironic that so many of the complaints state that problems occur after one year, when the warranty is up. I have had similar problems before with Sears and now, finally conclude that I will never ever buy another product from them and I will tell everyone that I know of the problems with their machinery as well as total incompetence and uncaring customer service. If anyone can tell me how I can be a part of the class action suit against Sears or how to sign the petition that, I understand, is being circulated, please let me know!
I can second the most recent responses. I won’t go into the details, but they mirror the recent postings exactly. Our Kenmore worked until we had a technician our for a recall service appointment. Since then the average load time is about 4 hours and that’s only because we finally give in and hand ring our clothing.
Their STAC (technology team) has no idea what’s wrong and has suggested “user re-education”. Pardon my language, but bull shit. It’s a washing machine!
Clearly SEARS has an inferior product which it refuses to support. Customer service no longer matters in the SEARS mission statement. We own multiple items purchased from Sears – 2 washers, 2 dryers, TV, treadmill, freezer, snowblower, lawn more, refrigerator…and probably more.
Rest assured, we will NEVER, EVER purchase another items from Sears. We are sharing our story with our family and friends in hopes that they also boycott Sears.
If anyone at Sears gives a damn, call me. You have my number in your system. I filled our your satisfaction surveys but apparently no one reads them. Join Kmart. Disappear.
We bought a Kenmore Elite topload washer and dryer in the fall of 2010.
Got ue messages intermittently and fixed it by unplugging and replugging.
Also got a letter in the mail about the recall repair free upgrade. The tech came on Saturday and as promised finished up in 5 mins.
I put in one load of laundry at 3pm and till about 515 pm it was still running and the ue was back again. I switched it off since we had to go out and after our return I tried it again. Same error, I redistributed the load and took off some clothes fearing that I might have over loaded the machine and just ran the drain and spin cycle.
It worked fine.
Loaded up the remainder of the clothes: 2 pairs of sweatpants, 1 sweat shirt, 1 tee shirt and 3 tea towels.
Washer still unable to wash clothes till next day. Stopped the machine and called the rep on Monday, I said that it was fine till they did the upgrade and I want my money back.
She said that I need to wait for the tech to come and fix it, scheduled for tomorrow afternoon.
I am sick of this machine, I am sick of Sears. They have put out a junk machine and took $1100 for it. I feel really disheartened and depressed.
Purchased my POS in March 2006.. It breaks down at the least once a month.. Will not spin water out clothes (sweaters/socks) get stuck in it and it has mold growning around it! This was supposed to be our lifelong good investment! Well lets just say, I will never get my moneis worth! Would love to get info on this!
I purchased my Oasis canyon capacity washer in 2004. I have had to replace the Mother board 3 times and had the spin cycled fixed as well. Clothes creep down past the agiator and jam the spin cycle. I hate this machine and would love to join a class action lawsuit!!
I have the same problem with my sears kenmore H3 H4 washer as everyone else!!! Why don’t they put a recall on this, obviously, defective machine? If anyone has advice on what to do, please let us all know. Meanwhile, I guess I’m going to buy a new machine, urghhh!!!
How do I find out if there is a class action lawsuit that I can join?
i bought refrigerator over a year ago from sears -paid cash and had 5 years warranty with them-, 3 weeks ago the refrigerator stopping cooling, i call and asked for repair service per the warranty i had until 2016. they gave 2 weeks appointment to have somebody to come and look it up. i waited for two weeks, their technician is supposed to come on 5/31/2013 between 8 am and 12 noon (i took off work on that day for that purpose) waiting when no one arrive until 12 noon i called sears asking about what happen to the repair service i suppose to have, they told me they are sorry that no one has come today because 2 of their technician in my area called out sick, and i have to reschedule, a week after that on 6/6/2013 after 5 pm. their technician arrived to my house on 6/5/2013 instead of the date they gave me, leaving a note at my door that they arrive to HELP ? i called them and say my appointment is supposed to be for the next day, they apologize again for the confusion on the scheduling date that happen?, again they reschedule me a week after that i’m still waiting for their technician to come. i said to them what happen with the food loss that their warranty plan mentioned, because i spend over $ 300 on food that i end up throw away as a result of their reckless services and disrespect for their customer’s time.
i’m planning to file a law suit against sears, for selling me refrigerator with defect, also refusal to report for repair serves that they should honor per their warranty protection plan, loss of food and force to take of work one day without having the repair done.
this is my story, as i decide to boycott sears.. please join me not to buy any appliance for sears, they prove me that, they don’t respect their customer time, also their warranty protection plan is nothing but a joke.
i bought refrigerator over a year ago from sears -paid cash and had 5 years warranty with them-, 3 weeks ago the refrigerator stop cooling, i call and asked for repair service per the warranty i had until 2016. they gave 2 weeks appointment to have somebody to come and look it up. i waited for two weeks, their technician is supposed to come on 5/31/2013 between 8 am and 12 noon (i took off work on that day for that purpose) waiting when no one arrive until 12 noon i called sears asking about what happen to the repair service i suppose to have, they told me they are sorry that no one has come today because 2 of their technician in my area called out sick, and i have to reschedule, a week after that on 6/6/2013 after 5 pm. their technician arrived to my house on 6/5/2013 instead of the date they gave me, leaving a note at my door that they arrive to HELP ? i called them and say my appointment is supposed to be for the next day, they apologize again for the confusion on the scheduling date that happen?, again they reschedule me a week after that i’m still waiting for their technician to come. i said to them what happen with the food loss that their warranty plan mentioned, because i spend over $ 300 on food that i end up throw away as a result of their reckless services and disrespect for their customer’s time.
i’m planning to file a law suit against sears, for selling me refrigerator with defect, also refusal to report for repair serves that they should honor per their warranty protection plan, loss of food and force to take of work one day without having the repair done.
this is my story, as i decide to boycott sears.. please join me not to buy any appliance for sears, they prove me that, they don’t respect their customer time, also their warranty protection plan is nothing but a joke.
I also purchased a Kenmore Elite Washer, Top Load. I had it for less then five years, warranty and all. The same man came out to fix our washer (a sears tech). The only thing he would tell me was, “The load was unbalanced, or a sock was stuck down in the tub.” I assured him that the load wasn’t unbalanced and something was wrong with the machine. It stop spinning and draining correctly so we had to take wet clothes to the laundry mat just to dry them. It would show ERR and F4, also, it would shake uncontrollable as if it wanted to go thru the house. Needless to say it didn’t get fixed and the washer stop working all together.
I ALSO HAVE A PROBLUM WITH MY WASHING MACHINE IT GET OUT BALANCE WHEN SPINING . ALSO GOT THE EXTENED WARRANTY SEARS FIX IT WITH A NEW MOTHER BROAD AND IT WORK WELL FOR A WHILE . ABOUT 8 MOUTH AGO IT STARTED GETTING UNBLANCE WHEN SPINING. NOW IT DOSE IT ALL THE TIME. NOW I JUST PUT IN THE DRYER ALL WET TO DRY. IT TAKE A VERY LONE TIME TO DRY.
I bought this front loader and within 2 years the CPU board failed I did not buy the extended waranty and it was out of its one year warranty Spent $30o for parts and labor It has always smelled and the rubber seal is dotted with mold which I’ve tried to clean off to no avail I read a blog about the model and there were no good comments regarding this model Kenmore HE 2
I purchased the Kenmore Elite Quiet Pax 2 in 11/2005 from the Sears store in Norfolk, Ne. We also purchased the extended service package.
My first call to the Sears store was about the moldy smell I had, they sent someone out and basically said that I would have to call someone out to drain the smelly water that accumulates on the bottom of washer. Well, I cannot afford to call a repair person out that often and since my washer is on our main floor, off a hall in a small closet. I hate my machine but have been stuck with the moldy smell and I do not like the way it twists all your clothes around.
I have front loader washer. Has bad order in it. Complaining does not work. Got upright freeze it has need repairs twice. 1st time sears gave me $250.00 for loss of food 2013. Went out again couple weeks ago. No $250.00 this time. Hasn’t been a year since last repair. No more sears.