"March 4, 2016
We purchased Kenmore Elite appliances ( gas range, refrigerator, dish washer, washer, dryer, and 2 under appliance storage stands) , complete with protection warranties for our new house being built , in September, 2015 at Sears in Orlando, FL to be delivered December 16, 2015 in Tennessee. The delivery was on time, but the builder was not quite ready for installation, so the appliances were left , boxed, for the builder to install.
The appliance were installed the end of December. We moved into the house February 4, 2016 to discover the range did not work. We immediately called Sears for service only to be told the next available appointment would be on Tuesday, Feb. 23rd, 2 and ½ weeks from then. We, then, contacted Sears in Orlando. The Sales Representative who sold us the appliances contacted her appliance manager. We were informed that a new range was out of the question since our appliances were delivered over a month from the time of the call that the range did not work. This was Sears policy, even though this was the first we heard of such a policy. We understand regulations, but this appliance was never used, never worked. WE were told the appliance manager tried to get us earlier service, which did not happen. I made several calls for help, for which, I got nowhere. We had no choice but to wait for the scheduled appointment.
The service company arrived on the 23rd for which we had no complaints about his service. He discovered that there was a short in the panel and he was able to repair it then, yet we could still not use it since the gas company then needed to come back out to the house to align the orffices for propane gas. This could not be done until the oven was in working order to try it out. They were having trouble with it so called Sears manufacturer for advise to which they were told they could not find a protection policy under our name. We figured it was late on Friday and they did not want to be bothered. After over an hour, which should have taken only a few minutes, they tightened the orffices so the oven could work properly. Finally, on Feb. 26th I had use of the new range!
Our complaints with Sears are as follows:
1. The new range should have been replaced since it could not be used and the service would be delayed for 2 and ½ weeks.
2. The appliance manager in the Orlando store failed to call me for updates on 3 separate days. I waited for his call backs after he promised to call. I did talk to the sales rep., Kelia Gonzalez, who sold me the appliances. She was very helpful and continually apologized for her manager’s conduct.
3. Customer Service is not geared to the customer. Sears has always been a replicable company to work with for years. This is why we decided to purchase our appliances through Sears, but never again. We might have had better service from Lowe’s or Home Depot. Again, I enjoyed working with Kelia Gonzalez. She is a hard-working, impressive employee.
4. I was offered a $20 gift certificate for my troubles------REALLY!!!
5. No mention of the 30 day replacement policy from delivery to complaint that it did not work. I was not informed of this policy at the time of purchase nor read it anywhere in the protection plan.
Just when we thought our problems with the range were over (around the missle of April) we discovered another problem. Since February, when we moved in with a brand new range, I began noticing tears in my blouses and t-shirts right in the middle section (picture enclosed of a sample). It was only my clothes torn. Thought it was the dryer but I was the only one with problems. Then we discovered that the front of the range had a very sharp edge across the front where I stand to cook. If you ran your hand over the edge it would slice it. So we contacted Sears repair again. It took only two weeks to come out this time. The repair man ran the serial number against a recall list for which it was not on. So he ordered the part. In two weeks the part had still not arrived so we called and were told that the part had been delivered. After 4 return calls it was decided that the part would be reordered and should be delivered and put in within a week. After a week we were contacted again and told it was out of stock so we are now waiting for repair again. While the repair man was here I asked about a dent and missing enamel from the inside of the door. He asked if we had not purchased a floor model!!! Our remark was, not to our knowledge and cost of the range. (Picture also enclosed). There are also rust marks on the top by the burners for which he said were normal. What will my range look lick in 2 years?
I am extremely dissatisfied with this appliance or shall I say with Sears and the way they have handled it. In the first place, I believe Sears should have simply replaced the range when we first called with trouble. After all, it was supposed to have been a new appliance. I believe that I should be compensated for the loss of 20 plus blouses and t-shirts that are now ruined thanks to the Sears appliance. I hope people think twice before purchasing appliances from Sears, I definitely will! When can we expect some money from you ? we've only received 100.00 from you ad we would like to get this behind us. We've given you plenty of time.
Sincerely, a dissatisfied customer,
Harold and Lorna Betteridge
407-227-5430
3013 John Boy Trl.
Sevierville, TN 37862"