• Report: #423521
Complaint Review:

Sears Kemore And LG Appliance

  • Submitted: Thu, February 12, 2009
  • Updated: Sat, March 14, 2009

  • Reported By:Eagle Wisconsin
Sears Kemore And LG Appliance
3333 Beverly Road Hoffman Estates, Illinois U.S.A.

Sears Kemore And LG Appliance Sears Kenmore Elite Trio Refrigertor sold as meeting Energy Star, but does not Hoffman Estates Illinois

*UPDATE Employee: This is the actual correct steps to correct your problem!

*UPDATE Employee: simple steps to take to resolve your problem

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Both Sears and LG sold $2600 refrigerators with the Energy Star Logo on them for several years, when they were not. When a product has the energy star logo it is suppose to utilize 20% less electricity.

I bought mine in 2008, and started using it in December 2008 upon the completion of the house we built. I found it interesting right away, when my monthly electric bills were over $100 and stayed there all the time. I check to see if the electric rates were higher than they were at my old home, but they were about the same. The only difference in anything operating in the house was the new refrigerator. I just figured we get this big fancy frig, and I guess it just uses alot of juice.

In December, something caught my eye on the internet, and when I went and explored it, I had found that the Department of Energy had determined that LG had not done the energy star test correctly. They cut a deal with LG, in which they would put a new circuit board in the ice maker to lower electric usage, but it still would not get to Energy Star level. They also agreed that LG would have to pay the difference in electric use for 14 years.

The first thing I did was call LG, because that was the only place you could call even though I bought a Kenmore Elite Trio, from Sears, since it was made for Sears by LG. My goal was no the money or the upgraded circuit board, but was to get a frig that meet Energy Star standards, since that is what I though I bought, and as a good citizen of the U.S. we are suppose to try to use less energy not more, so giving me money did not matter, and our government cut this deal with them. LG would do nothing, give me no body to talk to. I scheduled for them to come out an put the new board in back on Jananury 7th 2009, and here it is February 12th, and have not even heard from them.

The next thing I did was call Sears, and I started with the number on the manual. I spent over four hours getting transfered around, or hung up on. Not one employee of Sears, knew anything about this issue which is easy found on the internet. After four hours I decided I would call Sears Corporate. I call the number and get the receptionist, tell her what I need, and see transfers me to someones voice mail. I call back three more times, and on the last try, I get to the assistant to the head of Customer Service. She listens to my story, and I tell her bottom line is that Sears, should put me into a Energy Star refrigerator, because that is what I bought. She was very nice and understood, but said there was nothing she could do.

I ask her for the phone number of the head of Corporate Customer Service and she said she could not give that to me, but gave me his email address. The head is Mr. Bruce Hohnson and she said if you email nationalcustomer relations@searhc.com he would get it. Well I wrote him two emails and have not had a reply or anything.

This is what you get for being a loyal customer of Sears and it Kenmore appliances my entire life. I spend $2600 on a frig that is suppose to be Energy Star Rated, you find out it is not, and can not be made to be, and you get no response, or cannot even get anyone on the phone at Sears that knows about this issue, and LG the people are so rude on the phone, you get no where. I think is a great class action suite. Our government talks about everyone saving energy, and then they let LG get off with just paying the difference in energy usage, instead of doing what is right and making them supply a refrigerator that is Energy Star Rated. I hope a lawyer sees thing and agrees to file a class action law suit.

You can read about the deal at this website: www.energystar.gov/ia/partners/manuf_res/DOE_LG_SettlementAgreement.pdf
In the meantime, I have this refrigerator that is going thru electricity like there is no tomorrow.

Eagle, Wisconsin

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This report was posted on Ripoff Report on 02/12/2009 05:36 PM and is a permanent record located here: http://www.ripoffreport.com/reports/sears-kemore-and-lg-appliance/hoffman-estates-illinois-60179/sears-kemore-and-lg-appliance-sears-kenmore-elite-trio-refrigertor-sold-as-meeting-energy-423521. 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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Updates & Rebuttals

#1 UPDATE Employee

This is the actual correct steps to correct your problem!

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

1. Contact LG and tell them you need the Energy Star Service Rework done on your fridge. They will know what you are referring to.
2. Verify the correct model and seral number of your unit WITH them. Kits for correction are based on the model numbers ( ie 795.7550 etc...)
3. They ( LG ) will ship you a rework kit to be done to your unit.
4.They ( LG ) will have you call them when you recieve the kit and they schedule a tech to do the rework.
5. They ( LG ) will mail you a check for the energy use offset for the past and a small check each month for a period of time. This will be the equivelent of being ENERGY STAR compliant.
6. The rework consists of installing a new Control board and a small change to the wiring harness in back, and some insulation changes made to the door ( depending on your model this may not be needed )
7. The rework should take less than an hour and you WILL see a small change in your electric consumtion. *Don't be unrealistic and expect a $100 drop in your electric bill each month. Your new rework will have you using the same or less electricity for your fridge than any other new fridge on the market.
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#2 UPDATE Employee

simple steps to take to resolve your problem

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

Some how things are not working out for you. First, print the engery star report. then head to the store. Politly ask to speak to the store manager ( of corse they will start you off with lower management) hold out for the store manager. Don't send e-mail, start with regular mail, and request an answer by mail. CC your letter to engery star, better bussiness bureu and who every else you want to know your side ( comsumer fraud reporter from your area)- all by snail mail. (E-mails can be deleted and the phone can be passed around) Next return the fridg and let them know that you will be taking your bussiness somewhere else. The manager can give you up to 50% off your new fridg ( but only the store manager) You have a 90 day return period . Good luck and go in person. We must deal with person that is standing in front of us. Deal with the store manager, even if you must come back another day. Stay calm, if not we just put you off as a looney.
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