• Report: #69020

Complaint Review: Sears Roebuck And Co

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  • Submitted: Mon, October 13, 2003
  • Updated: Sun, December 05, 2004

  • Reported By:foresthill California
Sears Roebuck And Co
415 Grass Valley Hwy Auburn, California U.S.A.

Sears Sears Roebuck And Co ripoff of home service repair and parts Auburn California

*Consumer Suggestion: Sears Repair Service Prepaying for parts / Parts not in stock -parts on back order

*Consumer Suggestion: Do NOT use the Sears Repair Service, made the mistake of prepaying Sears

*Author of original report: $600 for 2 repairs to this washing machine, it has again broken down!!

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In October of 2000 I purchased a Kenmore Elite automatic clothes washer with CALYPSO Wash Motion from Sears and am feeling very ripped off! I had to replace the pump in June of '02 to the tune of $157.19. Ok, things happen and I can understand that.

In early September of this year it quit again and I called for a repairman. Mark came out and without opening it up said he was sure he knew what the problem was. He was sure it was all gummed up with detergent and lint and I needed a new leveler and a new U-joint.

The parts were both on back order and after several calls and complaining that it had been 3 weeks, etc., they located both parts. After missing one day's work for nothing due to a service scheduling mistake on their part, and then the next day receiving a call at 5pm saying he was running late and couldn't make it THAT day, another Mark arrived on the third day, Sept 25th.

I watched the whole process and asked lots of questions as he worked. When he opened the center agitator area where the parts were to be replaced, he commented that there was very little detergent buildup and it should not have caused a problem. When he took out the leveler assembly, we could see where it was worn on one side of the top. OK, that needed replacing. The part was $119.

He then took out the U-joint and when I asked what was wrong with it, he couldn't find anything wrong. I asked why he was going to change it if there was nothing wrong with it and he said there was a slight chance that it may have caused the leveler to go bad and it is standard practice to change them both at the same time, just in case. I told him I didn't want a new one if it was okay, but he said I HAD to get both! The part cost $147.81 and twice the labor time!!

Both repairmen that were out wanted me to get an extended warranty after this was fixed and I said to him that I didn't want the U-joint and if it went out later, it would be covered by the warranty and save me a couple hundred dollars. He said "That would be unethical." Yeah right, unethical for who? He was TOLD to change that part at the same time so they could save the money in case that may have gone out later and I had paid for the warranty!!

To me that is a real ripoff!! He also told me not to go by the instructions in the book that comes with the machine as far as adding detergent and softener. BEWARE, if you own one of these machines, that according to him, use half the detergent that the book says and dilute any liquid softener with 2 parts water before adding. Also, if anything has any freys, or possibility of, put it in a bag before washing.

This cost me a total of$393.33!!

Why should I buy unnecessary parts?! Why didn't they send out a warning when they found the book was NOT correct?! He said he has changed parts in hundreds of washers with these items being the cause of the breakdown! SEARS IS A RIPOFF!!

Peggy
foresthill, California
U.S.A.

This report was posted on Ripoff Report on 10/13/2003 10:23 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sears-Roebuck-And-Co/Auburn-California-95602/Sears-Sears-Roebuck-And-Co-ripoff-of-home-service-repair-and-parts-Auburn-California-69020. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Suggestion

Sears Repair Service Prepaying for parts / Parts not in stock -parts on back order

AUTHOR: Linda - (U.S.A.)

If Sears "Emergency Next Day orders" a part for your appliance, the technician's computer won't force the technician to charge the customer for the part until the next service call, only the initial 'trip charge portion of the repair labor charge will be collected at this time. THis is for purposes of future estimate decline...see the last paragraph for clarification.

Ask the technician to call Sears' parts supplier and verify that the part is in stock before having it ordered.

Having a part ordered, causing an additional service call does not cause an additional service call charge.

The estimate given on the initial service call will still be the final cost, unless, of course, if after installing the problematic part, the technician diagnoses an additional problem which was not initially diagnosable due to the original malfunction....a definite possibility.

In a case such as this, the customer has the right to decline the revised estimate, ending up paying only the initial single trip charge / diagnostic fee.
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#2 Consumer Suggestion

Do NOT use the Sears Repair Service, made the mistake of prepaying Sears

AUTHOR: Joseph - (U.S.A.)

I made the mistake of prepaying Sears for a part for my washer and was later informed after waiting a week for that part that it would be three more weeks before it would be shipped. See my posting below. I ended up calling S.O.S. Appliances at 165 Elm Street in Auburn California. They were able to get me the part in only two days. I went on the internet and found sites that showed me how to change that part myself. I will NEVER call Sears Repair Service again. I believe that they do not stock parts for the purpose of generating additional service calls for the follow-up installation. I am still waiting for the other shoe to drop over the stop payment that I did on my check. I've had no word for several weeks from Sears' collection agency.

Most extended warrantys are a rip off, double so for Sears!
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#3 Author of original report

$600 for 2 repairs to this washing machine, it has again broken down!!

AUTHOR: Peggy - (U.S.A.)

I can hardly believe it!!! After spending almost $600 for 2 repairs to this washing machine, it has again broken down!! It sits full of water and will not drain!!

At least the last repairman was not savy enough to hang on to his Diaganostic Guide (which in large bold letters in several places on the cover, says "DO NOT LOSE" and "FOR REPAIRMEN ONLY")which we found left in the laundry room after he left. :->

So-o-o-o, I have another appointment with the repair service to come tomorrow and look at it. After looking at the Diagnostic Guide and performing the proper test for "washer not draining", yep, the book is correct, it is not draining. (DUHHH!) It appears it may require ANOTHER new pump! Let's see, that was at least the cheaper fix, being only $140 and another day off work, providing they have or can find the part!

More to come in the saga of the Foresthill Washer From Hell.
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