• Report: #1107098
Complaint Review:

Sears Holdings Corporation

  • Submitted: Sat, December 14, 2013
  • Updated: Mon, May 12, 2014

  • Reported By: Ozzy — Alpharetta Georgia
Sears Holdings Corporation
3333 Beverly Road Hoffman Estates, Illinois USA

Sears Holdings Corporation Ripped off by Sears yet again! Hoffman Estates Illinois

*General Comment: No Longer

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We purchased a Kenmore Elite Oasis He washer/dryer set from Sears back on 08/10/2007.  Soon after we purchased it, we started to experience problems with both units, particularly the washer.
The sales check #013001260031.  Item 26 27072 Kenmore Washer for $946.99 , item 26 67052 Kenmore Dryer for $699.99, plus Dryer Kit 26 49926 for $34.99, Delivery fee $70.00 subtotal: $1754.97 plus taxes $122.85.  Total: $1877.82.   
Soon after we purchased, we began to have problems with the wash cycles not completing and having to redo the wash cycles resulting in very long (hours) wash cycles, at times leaving the clothes soaking wet at the end of a cycle.  We called a Sears service technician to look at the problem and he did not find anything wrong with the unit.  Subsequently, we even replaced the controller board in the console and that did not fix the problem either.  We ended up going back to sears to purchase yet another washer to replace this defective washer.  The model and serial numbers for the Kenmore Elite Oasis He washer/dryer are as follows:  

Kenmore Elite Oasis He Washer :  Model # 110.27072603
                                                      Serial # CU0770584

Kenmore Elite Oasis He Dryer :    Model # 110.67052600
                                                    Serial: #MU2503357

We still have the dryer but, we do not have the washer anymore as it was picked up when sears delivered the new GE Washer several years ago. 

In addition, it looks like there has been several class action law suits regarding the Kenmore Elite Oasis He washer over the past several years.  Class action law suit filed in Madison County circuit court,  case number:  10-L-203 and the Tietsworth Class Action federal case CV-09-288-JF/HRL.  There may be other class action law suits out there that we may not be aware of also.  As of today, we are not part of any one of these class action law suits filed against Sears.  We are simply asking Sears to either refund or replace this defective washer with another washer.  Since we no longer have this washer in our possession, we assume that the refund is a better option at this point.  

We also called the Sears recall department and it looks like there is a recall on a similar model but not on the model we owned.  So, there was nothing they could do for us. 

As far as the dryer is concerned, we have had several problems with it also.  We have had to replace the "Catch" (Part no: W10111905) for the dryer door several times already.  The "Catch" is defective and it breaks all the time.  There is also a problem with the drying cycles.  When we set it to "Normal" cycle, it works for a few minutes and then stops.  However, if we do "Timed" drying cycle then it works fine.   It seems to me that there is a "bug" with the "Normal" cycle timing in the controller board that controls the machine.  The dryer issues are not as irritating as the washer issues we have had.  We still have this dryer in our possession and we just don't use the "normal" cycle.  We also have had to replace the door seal for the dryer part no: W10239307.  

We wrote a letter and escalated this case all the way up to the current CEO of Sears (Edward Lampert) and somehow our letter was routed down to one of their executive case managers who responded by stating that they could not help us with a washer we no longer owned.  This is completely absurd!  They already settled a case relating to this washer in the state of California and for them to think that we were not financially damaged is absurd.  We now have unmatched set of washer/dryer and more importantly it was replaced prematurely.   The problems with the dryer was not addressed at all.  If they think I will give my business to them in the future, they are sadly mistaken.  We realize that they don't manufacture the appliances that they sell but ultimately they are responsible for what they sell.  They are far far from achieving six sigma as far as the appliances are concerned.  They have a lot to learn about how to treat a customer!

This report was posted on Ripoff Report on 12/14/2013 08:37 PM and is a permanent record located here: http://www.ripoffreport.com/reports/sears-holdings-corporation/hoffman-estates-illinois-60179/sears-holdings-corporation-ripped-off-by-sears-yet-again-hoffman-estates-illinois-1107098. 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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#1 General Comment

No Longer

AUTHOR: Tyg - ()

 You no longer even OWN the unit and you expect a refund??!! Exactly how self entitled are you?? You needed to keep the unit if you had ANY hope of repair or refund. Since you are demanding they give you a refund almost 6 YEARS later, dont you think it would have been wise on your part to KEEP the washer unit. They are not just going to give you money on your word alone that you had issues. Without the unit all you have is some repair tickets. And repair tickets ARE NOT PROOF!! They are simply a form of documentation. Without the washer unit YOU have no SOLID evidence. Just because there are lawsuits over a specific model of washer DOESNT mean that YOUR washer would be covered under the terms of that lawsuit.

You probably WONT see a refund, they are going to want the unit to examine. You are also putting in a claim six years AFTER your purchase. Another ding that means you wont be getting a refund. And lastly, WOW I understand you had a few issues, but just because your washer and drier do not match is NO REASON to expect a refund. And just because you had issues is no reason to expect a refund. Without CONCRETE proof that the unit would have given you, you are pretty much boned. They are going to treat you like they would ANY other customer attempting to SCAM them. Some nice lipservice and then dismiss your issues. Either because without proof they dont have to do anything or blow you off as a scammer attempting to get something for nothing.

And really after 6 years and no unit to give them as proof, were you REALLY expecting a refund. No, thats why you posted on RoR. Youre attempting to use the web to blackmail them into giving you what you want. They are smarter then that and so are the people who use this site. Your blackmail attempt will probably be used as a training tool to show their call center ppl what to watch out for.

FYI: After SIX YEARS you are expecting them to treat you well??? Come on now, after six years they are WELL BEYOND the time frame they have to LEGALLY give you a refund. Youre about 5 years too late. After all this time youre lucky they are even talking to you.

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