Drain clog onSamsung refrig. Tech says job will take 60mins to clear but wants $330. Threw him out!

So like,
Anyone that knows me knows that I do not put up with bull$#*! well, period. With that bein said...
I figured I'd let the world know just exactly how I feel about the business I just incurred *******@SearsHomeRepairServices.
So, for anyone to be seen, or diagnosed. Off the top $150. Then they want you to schedule your entire day around "8am-5pm". Fine.
On the day repairman shows up, which mind you is about two weeks after i called, the service tech does not get out the vehicle and knock on the door. Which may be common for all you folk, but back before cell phones, you let someome know of your arrival by going to their door. Last time i checked if you have an appointment somewhere, you just show up. Anyways... i missed the call and the guy left. I call SEARS and complain and they assure me the tech will be by today and not the AUTOMATIC CANCELLATION AND RESCHEDULE OF my next appointment TWO WEEKS FROM NOW. So im assuming policy is to lie to your customers to appease them to avoid their complaints. I NEVER GET A CALL TO CONFIRM THE TECH ISNT COMING TODAY. And its now 5 o clock.

I know many business owners and not once have any of them, ever, conducted business this way. I WILL NEVER DO BUSINESS WITH SEARS EVER AGAIN IN MY LIFE. AND I EMPLORE ALL OF YOU TO DO THE SAME AND PROBABLY PAY MORE BUT GO LOCAL BECAUSE AT LEAST YOULL HAVE A WORKING REFRIGERATOR.

$#*! YOU SEARS.

Like everyone else on here... my experience with Sears Home Services has been atrocious. We purchased a Kenmore side-by-side fridge and a 3 year Master Protection Agreement to go with it (protection agreement was $350 or there-abouts). That was in April 2017. The fridge worked great until the end of April this year, 2019, when the fridge side stopped cooling. I called and it was 2 weeks out for a diagnosis appt. But, keep in mind they first made me 'cycle' the fridge by turning it off and on again and waiting 24 hours before calling back to see if that corrected the issue. When it didn't fix it, I called back and only then would they schedule the diagnostic service appt. I originally called on a Friday, so that pushed out the ability to schedule until Monday, then it was 2 weeks. Appt day comes, I didn't want to take a half day off work to sit around waiting (real appliance service companies set actual appointment times, so when I purchased the protection agreement I figured it would be the same way, however it's not, they use the cable company model which was extremely disappointing) so, I was going to try and get the estimated arrival time and then leave work and meet the tech (I only work 15min from home). I was told when scheduling the appt I could call the day of and get an estimated time. I call and am told I am not on the schedule for that day. Um, excuse me? I scheduled this 2 weeks ago and received a confirmation email! They said the scheduling part was done but the order never got sent to their dispatch so it was not added to a tech's schedule. Ok, please fix it then and get me added? They did that (after being on the phone -combo of talking and hold time - for an hour), and the tech showed up at 4:45pm ish. There were two, one in training, and they said it needed a new motherboard. Part to be ordered and delivered to my house and repair scheduled for 2 weeks out. They defrosted the freezer and say the fridge will work until the repair. OK. Not great, but what can I do at this point? They say the part alone is around $600.00 so I did good by purchasing the protection agreement. Tech comes 2 weeks later and installs the part. All should be good! Two weeks go by and the fridge stops cooling again. I call and they schedule a diagnostic for 2 weeks out. I of course try to complain but to no avail. On the day of this appt I don't bother to call to get the estimated time-frame because my husband was off work that day and just hanging around the house. The 4 hour window goes by and no one shows up. I call (sit on hold for 30 min or so) and find out that it is the same issue I had before (but had caught early because I called in) - THEY DIDN'T SEND THE APPT TO THE DISPATCH. Now I'm furious. The 4 hour window was the afternoon one, so of course they can't do anything that day and have to schedule me out 2 weeks. **Let me take a moment to say at this point that I am now a master at taking apart the freezer compartment and defrosting it with a hair dryer as I have had to do this about 6 times over the last few months in order to keep my fridge working while I waited (and am waiting STILL) for service. Needless to say it is a pain in the butt to do.** The tech comes out (I have my 18yo son stay at the house for the appt - so much of my time has been wasted with this I decided to spread the love around the family a bit) and the tech says it needs another new motherboard and a wiring assembly of some sort. I receive two emails showing he ordered the parts separately but both appear to be shipping to my house, the same as before. I receive one part in the mail but not the other (got the wiring, did not get the motherboard). I call before my service appt to check - why did I only receive one part? Will he be able to do the repair? I'm put on hold forever only for the rep to come back and tell me that he verified that the tech had ordered one part to be sent to me and the other to be sent to him at the shop. So, he will have it and bring it with him. Hmm. Sounds strange, but ok. Appt day comes and again, I have my son stay at home to let the tech in. He comes around 8am and my son doesn't answer the door. Tech calls me and I apologize profusely and say I'll call my son to have him open the door. Talk to my son and he said that he opened the door as the tech was standing at his vehicle (like 1 min after he knocked) and waved him in but he didn't come back to the door and got on the phone instead (to call me - what the heck? My son said he clearly saw my son wave him in). He finally comes back to the door and comes in. Says that there is only one part here and it's not really the one he needs! He goes back to his vehicle and my son calls to tell me this. At this point I am speechless. I called prior to specifically ask that question and was told all was well! The tech comes back in, takes the freezer apart and defrosts it and tells my son everything is fine, it's not broken and just needed to be defrosted. He leaves and sends an email service report showing he replaced the wiring harness and not the motherboard (when he clearly ordered a motherboard and stated that he didn't have the part he needed to my son). My son tells me this and I call the tech. He assures me everything is fine and he fixed it. Seriously, he told me that right to my face (well, over the phone, but still). **Let me take a pause here to say - a fridge that is sold as 'frost less' is NOT working fine if you have to take it all apart and defrost it with a hair dryer or heat gun every week in order for it to work properly!** I stupidly believe him that it's fixed, but still leave the thermometer inside the fridge just in case. Sure enough, after about a week and a half the fridge is not cooling again. This is on July 1st. I call and tell the whole saga up to this point, the rep says he can get me an appt July 3rd. GREAT! I can't believe it will be so quick! Then as he is putting in the order he says - oh, I'm sorry, that day filled up before I could secure the spot so I have booked you an appt on July 17th. SERIOUSLY?!? I of course ask for a manager/supervisor. There are none available and they can't do anything different anyway I'm told. Fine. What else am I supposed to do? I decide to call today (7/9) to request that at least a different tech (that is competent and not a liar) be sent to my house on the 17th so that hopefully this long and terrible experience can come to an end by my fridge being diagnosed/fixed correctly. I'm on hold for an hour to talk to someone. I go through the whole story, he seems genuinely sorry for my situation and says that he can report a complaint against the tech on my behalf and that they will send a different tech on the 17th. Great. Then I ask for them to just send a motherboard with the tech on the 17th so they can install it if that is the problem and I won't have to wait 2 weeks for a tech to come back to do the repair. The rep says that he can't do that but can transfer me to a dept that might be able to help with that. **I'd like to mention that as our conversation went on his line got choppier and choppier to where I couldn't understand him at the end - other than that he was transferring me somewhere else. I thought it was a fluke but the next two reps I talked to after him had the same mysterious choppy/crackling phone problems after talking to me for a few minutes. Hmm, tactic to get complainers frustrated so they will hang up and leave them alone.? I am finally told that they can't actually send a different technician because he is the only one that services my area. Interesting, because the last guy assured me that a different tech would be sent. Whatever, fine, can he bring the motherboard that he originally ordered but never installed? No, they said that he never actually ordered one and only noted in the diagnostic that the wiring assembly was bad. Then why did I get an order email and one showing my protection agreement was charged for a motherboard? They can't answer that except to talk in circles about being able to see that he charged for a motherboard but never actually ordered one. So, the rep that told me he HAD ordered it but it was being sent to the shop instead of my house was lying? They have no answer to that either. The rep suggests I talk to the protection agreement dept (AGAIN) and just request that they replace the fridge at this point (since it hasn't worked properly for the last 3 months). I hold for another 40min or so, this lady actually sounds like she knows what she is doing and after reviewing my contract says that it has to be repaired FOUR times before it is eligible for replacement. Since this is only my third time - IF it in fact needs a repair (Hmm, I told her I've taken it apart to defrost with my hair dryer like 6 times already, but it might not need a repair?) the system won't allow her to put in a replacement request. She does however offer a $115.00 check to be used for a small replacement unit or? (inconvenience comp perhaps?) and also says I can rent a unit and send Sears the bill for reimbursement. I politely thank her and yes, I'll take the check - but also ask for a manager to see if I can still request a different tech or at least for him to have some parts ordered ahead of time to bring with him. He's already seen the fridge and knows exactly what it is doing! It needs to be defrosted... which it shouldn't need. She said there is not a manager available and since she already talked to the tech dept she knows there is nothing else that can be done. She does agree that having parts ordered ahead of time is a good idea but they said there is not a way to do that. I hang up, defeated. I have no more energy for this garbage today. Time spent on this last call - one hour and fifty minutes. At least that time I got $115.00. The three other similar calls I made today got me nothing. Sears Home Services is so mis-managed it is unbelievable. I feel like picketing in front of Sears stores so I can warn consumers to never purchase the protection agreement or any Sears warranty scam. Dealing with a claim is a huge waste of time and frustrating as hell. At this point I am so disgusted with Sears that I will never shop there for anything again and I will urge others to do the same.

Sears used to be the best. Not so much any more.

Over the past 6 months I have had cause to contact them twice. Both times have been horrible disappointments.

The first was when my upright freezer stopped working. I called around and was informed by Sears online, that the local store had a similar capacity unit at a price I could afford and was assured that they would deliver it. So Off I went. When I got there, they only had ONE freezer that I could buy and take home right then and it was much smaller, has no light and is not frost free. Everything else on the floor was "Order and pay for it and then wait for delivery to the store before you can pick it up." and "No. We don't deliver. Sorry." But, I was over a barrel because all my food was thawing and NO ONE in town had a freezer I could buy right then at a price I could afford. The ONLY other one was nearly $2,000!

The next problem was my my LG all-in-one washer-dryer. 5 years ago when it died, I went through - or rather my warrantee company went through - half a dozen idiots until I called Sears on my own and they got it fixed.

So, when it malfunctioned again, who did I call? Sears! The 'call fee' was $89 to 'diagnose' the problem. Ok, not horrid but a little higher than I'm used to. The tech that arrived was incredibly rude. Nothing overt, but looking down his nose at me, talking down to me and talking over me, that sort of thing. I tried to explain what I knew was happening - the clothes were coming out wet but ONLY when I used the dry cycle so the pump was working fine - so he didn't have to re-invent the wheel and his response was "I'll decide what the problem is after I examine the machine." He then turned his back on me indicating that I had been 'dismissed from his presence'. So I left.

A while later, he came up to my office and announced that the problem was that I hadn't cleaned out the intake hoses?! That's not in the maintenance manual. Why would I need to clean out hoses running clean water? The filter, the drain hoses - those have to be cleaned, but intake? Well, whatever. I paid him and told him I'd call back if my problem wasn't fixed.

When I went downstairs a bit later, I found that he had moved my drying rack off the top of the machine and had not returned it to its location.

Moreover, he'd moved the machine out into the room so he could access the back of it and didn't move it back! What sort of person does that sort of thing to an elderly woman with a leg injury who, obviously, can't be expected to move the machine back into place.

Worse, my clothes were still coming out wet - not damp which is how they would come out of the wash cycle after the spin and before the dry cycle - and not misty which is how they are supposed to come out of the dry cycle in this type of machine - but WET! Which is WHY I had called in the first place. So, the problem WASN'T fixed despite his ever so smug assurances to the contrary.

So, I called Sears back, and, after trudging through their 'call center' for nearly 30 minutes where the employees do NOT speak English well enough to readily understand or be understood, I was able to get a call-back from a manager (several hours later) in Customer Care where I filed a complaint against the tech. They apologized, promised me a new 'master technician' would be assigned, and I wouldn't be charged a second fee for the re-diagnosis.

They sent a new tech out who, I am sorry to say, was completely out of his depth. First, he tried to charge me another diagnostic fee. I told him I'd already paid it and this was a re-visit because the first guy didn't do the job right. So he verified and I wasn't charged, but he should have had that information at the outset.

Second, and more importantly, He didn't even recognize the machine for what it was! He said "Is this it? It looks like a washer." I explained that it was an LG All in One. His response was "Really? I've never seen one before. This is interesting."

THIS is their 'MASTER TECH' - someone who hasn't even seen an all-in-one let alone worked on one?

He took a photo of the plate with the model and serial numbers and started searching for information on it. After about 30 minutes, he came upstairs and informed me that the model and serial numbers are "... only coming up with washer parts." and that he was going to have to "go back and do some research" without any attempt at scheduling a followup appointment. Just a promise to call me to set one up.

Two days later on Thursday, Sears left me a voice mail after 8pm which is when my phone turns off for the night. So on Friday Morning I get a voice mail telling me they have "Scheduled your technician to arrive between 10 am and 1 pm tomorrow." Which, of course, it the same day as I received the message.

I work from home as a Tax Advocate so all of my meetings with clients are confidential and privileged just like a Doctor or Attorney. I had a client scheduled for the time period the technician was scheduled' without so much as a courtesy call to verify the time and date with me.

I called to try to reschedule and was given the royal run-around. "You're his last appointment." "We can't change the appointment now." I even asked for a supervisor who BS'd me some more and gave NO explanation as to why an appointment was scheduled without any communication with me. She said "I realize you have errands to run" At which point I cut her off and explained vehemently that I wasn't running errands' but had a confidential and privileged meeting with a client and could not have a repair person running in and out during the meeting. She apologized but gave no alternative options so, completely fed up, I said, cancel the appointment and refund me my service fee since I haven't received any service. Her response was "The service fee is non-refundable." At which point I told her, impolitely, what she could do with her service fee' and proceeded to call my attorney.

I realize the service fee is non-refundable' but that is only if one actually received the service for which it is intended which I have still not received.

I will never call Sears again. They have become like every other money-grubbing, dishonest and lazy repair service company that takes your money and gives you nothing but frustration and aggravation in return. They are useless.

Sears came to my home and did a great job.