Complaints for Sears - Corporate Headquarters in Hoffman Estates, IL

Complaints	Type of response
9	Making a full refund, as the consumer requested
4	Making a partial refund
37	Agreed to make an adjustment
0	Refusing to make an adjustment
19	Refuse to adjust, relying on terms of agreement
9	Unanswered

79 complaints against Sears - Corporate Headquarters

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10/28/2026

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $189.00 Amount Settled: $0.00

Customer Complaint

10/7/2026

On August 24, 2026 Sears Home Repair service came to my home at 42 Severance Green, #201 to fix my Frigidaire oven. The serviceman said it was because I put too many pans in the bottom drawer and it must have triggered a shut off button. That's all he did. He got the stove working, charged me $189.00. Well, it's doing the same thing and I've since checked on line and these ovens don't even have a shutoff valve. I've tried calling many times but you can only talk to AI. They've kept me on the phone for far too long and I get no results or action. Virtual Assistants say they don't have my address... But I have a broken oven, when I turn it on the breaker turns off. Same thing as before. Resolution Sought Return my $189.00 or fix my oven.

Company Response

10/15/2026

Thank you for sharing Mr. DuBrul’s concerns. We sincerely apologize for the inconvenience and frustration he has experienced regarding his Frigidaire oven. Upon reviewing the technician’s notes from the service visit on August 24, 2026, the technician documented that the appliance was working normally upon arrival and that no issues were found. The technician also verified that the electrical outlet was providing the correct voltage but was unable to verify the reported concern. The notes indicate that further diagnosis would be required to identify the cause of the issue. We understand Mr. DuBrul’s frustration that the problem remains unresolved. However, the $189.00 charge was for the service visit and diagnostic assessment. As the trip charge is nonrefundable, we are unable to issue a refund for this fee. We sincerely regret that we were unable to identify the cause of the reported issue during the visit and apologize for the inconvenience this has caused Mr. DuBrul. Thank you for the opportunity to review and respond to his concerns. Thanks in advance Sandra Acosta (872) 358-4964 Regulatory Complaints Specialist TRANSFORMCO

Customer Rebuttal

10/17/2026

That is absolutely false! My stove was not working when the technician arrived. I wouldn't have called if it was!! He told me explicitely that I had too many pans in the oven drawyer below and that it was have tripped an emergency shut off. So after that whatever he did. The oven came on and worked for a couple weeks. As far as I was concerned it was repaired! The technician said the same thing! It was left at it was a emergency shut off installed on the oven was tripped. He gave no other diagnostic. Nothing. Came in looked at the oven, opened the bottom drawyer and that was it! It was a waste of time and money. What Sears is saying is a lie that when the technician arrived the oven was working because it was not. The minute I turned it on, it tripped the breaker and he knew that. But I believed him when he said about the emergency shut off being triggered. Also, it's practically impossible to get in touch with Sears. Was a mistake to ever trust them and I want my money back.

9/30/2026

RESPONSE: Agreed to make an adjustment Amount in Dispute: $403.00 Amount Settled: $0.00

Customer Complaint

8/24/2026

My fridge broke. I called a repairman. He came and said he fixed it. He charged me 403$ eventho he had originally said 129$. He up-sold my mom on the warranty package. We've been paying the fee for the warranty for the past three months as well. He did not fix my fridge at that first visit. Nor did he fix my fridge at the subsequent 6-7 visits. At one point, Alan from the call center told me that if he didn't fix it at the next appointment that I qualify for replacement. He didn't fix it. I didn't get a replacement. They schedule me for two more appointments that they cancelled without telling me. I took the time off to be there for their window of time and everything. They just didn't show up didn't tell me that they cancelled did that at least two times. So idk what number appointment were at at that point. But on Wednesday, (8/19) they scheduled this same repairman to come out again. I said what about my replacement. They said ok after this time if he doesn't fix it you'll get a replacement but the technician needs to make the phone call and file the claim on site at your house. So the repairman came. Idk what he was pretending to do for 2 hours but he did absolutely nothing and fixed absolutely nothing. Then proceeded to PRETEND To call and make a replacement claim. But all he did was leave a note in my file telling me to call a specific number for replacement. When I checked that number IT WAS MY OWN PHONE NUMBER. He gave me my own phone number to call. Resolution Sought I want my money back and I want a replacement fridge ASAP. The amount of time I've spent on this fridge in the last three months is insane. Time I've taken off for these appointment windows. Food that goes bad and has to be purchased again second time only for it to go bad again. I have a child. I have to feed be able to feed him. I've missed at least 3 family funerals in the last month because of these pointless service appointments. I want my money back and a new fridge. Asap. Please and thank

Company Response

September 14, 2026 Complaint Department Business Consumer Alliance P.O. Box 970 Colton, California 92324 Re: Mr. Ghaleb File No. 99044666 To Whom It May Concern: This correspondence is submitted in response to the consumer complaint filed by Mr. Ghaleb regarding service under his Sears Protect Home Warranty claim for his Kenmore refrigerator. Our records indicate that Ms. Ghaleb scheduled a collect service call on June 17, 2026, prior to the effective date of his Sears Protect Home Warranty coverage. A technician visited her residence on June 18, 2026, diagnosed the refrigerator as not cooling properly, and provided a repair estimate of $259.95, which Ms. Ghaleb approved and paid. During this visit, she also elected to enroll in the Sears Protect Home Warranty, with coverage becoming effective on July 18, 2026. During the diagnostic inspection, the technician reported that the refrigerator was cooling but not reaching the desired temperature. The technician verified that the unit had proper power and voltage at the outlet and determined that the drain was plugged and iced over, causing ice to back up through the coils and restrict airflow. The technician cleared the ice and obstruction from the drain system and rechecked the unit. Following the repair, proper airflow was restored, and the refrigerator was cooling as designed. The parts were installed and the service order was documented as complete and closed on July 15, 2026. Ms. Ghaleb reported on June 24, 2026, that the refrigerator was still not cooling properly. A technician returned to the residence on June 25, 2026, and documented that the freezer was cold, but the refrigerator was warm. He verified that the unit had power and proper voltage at the outlet and proceeded to order the main control board; however the order was canceled due to the part being no longer available (NLA) and unable to be located locally. According to our records, the last repair order was cancelled on August 22, 2026, the VRS team reported that the repair needed is considered pre-existing condition and won't be covered by the Sears Protect Home Warranty. The unit seems to need a heater. No replacement at this time, unit repairable. No further service has been requested since August 22, 2026. Upon receiving her complaint, we contacted Ms. Ghaleb via email on August 27, 2026, and informed that according to our records the repairs were completed under the cash call umbrella and therefore we can issue her a refund for the monies paid due to the incomplete repair. The last repair order shows canceled on August 22, 2026 and the repair team documented no replacement at this time, the unit is repairable. We can continue with the repair process as it stands. Ms. Ghaleb request this be taken to the higher management team before a final decision is made. The complaint was escalated to the Sears Protect Home Warranty team for review and assist, and they provided the following response: The member has been having issues with the refrigerator since they purchased the plan. I believe this is a preexisting condition and they would not be covered for replacement. This was further confirmed by the VRS team stating that the repair needed is considered pre-existing condition and won't be covered by the Sears Protect Home Warranty, for instance the unit won't qualify for replacement. "She was issued a refund for the $130.95 paid on June 18, 2026, minus the $129.00 diagnostic fee, back to her original payment method on September 1, 2026. Ms. Ghaleb also requested reimbursement of her Sears Home Warranty plan, payments totaling $143.98 ($71.99 per month for two months), service agreement cancellations and premium. The refund requests are handled according to the terms and conditions of the contract. Once she cancels the warranty, the Sears Home Warranty team will review her cancellation date, billing history, and any potential refund eligibility. Since a repair refund has been issued and no further service has been requested, we consider this matter resolved and will proceed with closing our file. If Ms. Ghaleb has any further questions, she is welcome to reach out to her case manager at [email protected]. In the interim, We apologize for any problems or frustrations that Ms. Ghaleb may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. Sincerely, Nancy Robinson Regulatory Complaints Specialist [email protected]

Customer Rebuttal

9/15/2026

I can’t read the full message because it’s cut off, but there are so many things wrong here. For starters, the man came to my house on August 22nd. Idk why it says the appointment was cancelled. He actually came that day. That was the last time he came, if I’m not mistaken. He came and told me he would be unable to repair the fridge. And since he is the only repairman with sears in this area, and he said he couldn’t fix it, I believe that means it was unrepairable. Which brings me to my next point: im not sure who I need to complain to about the serviceman himself as well, but I honestly am not sure how he is still employed. I’m really not sure how sears as a company in general is still in business when they treat people like this, but I digress. What I’m saying is the man himself is an absolute disaster of a repairman. I mean just on basics alone, he literally couldn’t repair my fridge. He played with my time as if it was nothing, giving me appointment windows of 8am-12pm, then last minute pushing it to 2pm, then 5pm, then 630, then at 615 he just cancels. That’s my entire day, just wasted waiting for this man. I have more to say but no space. Nutshell:I need my money back.

Company Final Response

9/29/2026

Upon receiving her rebuttal, we contacted Ms. Basant Ghaleb on September 17, 2026, and informed her that, following further review, an exception had been made to refund the non-refundable $129.00 diagnostic fee. The refund was processed on September 17, 2026, and credited back to the original payment method, Visa ending in 9242. Ms. Ghaleb was also notified of the refund via email on September 17, 2026. On September 22, 2026, we escalated Ms. Ghaleb's request to cancel her Sears Protect Home Warranty to the warranty obligor for review and assistance. The same day, we received a response from the warranty administrator advising that active. On September 22, 2026, we escalated Ms. Ghaleb's request to cancel her Sears Protect Home Warranty to the warranty obligor for review and assistance. The same day, we received a response from the warranty administrator advising that active disputes had been filed through Ms. Ghaleb's financial institution and that a determination on those disputes must be reached before further action could be taken regarding the account. On September 29, 2026, we contacted Ms. Ghaleb and relayed the warranty team's response.

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