Complaint Review: Sears Outlet - Henderson Nevada

On February 1, 2012 we purchased a KitchenAid range model KGSS907SWHO2 from Sears Outlet at 10405 South Eastern Avenue, Henderson, Nevada from Vicki Taylor for $843.93 plus $249.99 for five year warranty, $22.99 for gas hose, and $69.99 for delivery and setup plus tax of $70.22 for a total of $1,257.12.  The range was delivered on Friday, February 3, 2012.  The range was inspected and photographed in the store prior to delivery.  Unfortunately, when the range arrived the cast iron grate was split in half with visible damage to the porcelain top. After installation, we discovered the oven would not turn on.  We were assured by the delivery team that our warranty would cover this and all damages.  In addition, the delivery team stated they cant install the anti-tip plate.  This lead to a series of calls to customer service, costumer solutions, delivery solutions, routing, warranty, kitchenaid, and Sedgewick insurance, and of course Sears Outlet.

Five hours of calls and 10 days later has left us with no resolution and a broken stove in addition to property damage. Upon installation, our countertop was marred and when the anti-tip was installed on Sunday, February 5 our tile was destroyed.  We, however, were not informed that it was broken and discovered the damage when the first service technician pulled out the stove.  Not only was the tile broken, but we discovered it was not even bolted down correctly.  We called the insurance company and the damage to our home is still pending.  The first service tech ordered parts to fix the stove stating they would arrive in 10 days.  We requested that they arrive sooner.  The parts came to our house 2 days later and we had to call to schedule the next appointment.  The second technician arrived on Friday, February 10 replaced the parts and believed the stove was now working.  When he left we attempted to turn it on only to find out that it was still broken.  We immediately called and scheduled another technician.  The third technician arrived on Saturday, February 11 and stated it cant be repaired then asked that we wait till Wednesday the 15th to call and arrange for a possible replacement stove. 

We have been extremely frustrated at the way things have been handled by what we thought was a very reputable company.  We have been told to contact one person after another.  Each person stated there is nothing they can do and pawned it off on another.  Two weeks later we are still without a stove and are not sure how much longer this will go on.

Here is a timeline and history of events:

Feb 1 purchased a KitchenAid range model KGSS907SWHO2 from Sears Outlet at 10405 South Eastern Avenue, Henderson, Nevada from Vicki Taylor for $843.93 plus $249.99 for five year warranty, $22.99 for gas hose, and $69.99 for delivery and setup plus tax of $70.22 for a total $1,257.12.

Feb 3 Stove delivered damaged (cast iron grates broken and porcelain stove top chipped) by Sears delivery Driver Dun Ham and assistant Ziggy? When I asked about the damage they told me I bought it that way, this is not true I inspected and photographed stove prior to purchase. I asked them to document the damage, they reluctantly did and told me that the replacement parts would be ordered, but refused to leave me with a copy of the documentation. I asked about the installation of the anti-tip plate and was told "We do not do that. Do not have the proper experience to drill holes in tile" I insisted that we test the stove prior to them leaving and we discovered that the oven would not turn on, they called and informed me that service was scheduled for Feb 7.

Feb 3 Called Sears at 18004myhome instructed to call store direct.

Feb 3 Called Tom at Sears local store instructed to call Delivery solutions and customer solutions

Feb 3 Called Delivery solutions spoke with John, documented damage to stove and failure to install anti-tip plate. Installation scheduled for Feb 5 for anti-tip

Feb 3 called Customer solutions, Spoke with Charles who said all I could do was wait for the technician scheduled to come on Tuesday Feb7th

Feb 4 called Larry at Local store, very apologetic and concerned, offered number to sears resolution department

Feb 4 called 18007327747 spoke to Chelsea who offered a gift card (did not mention amount) for all my trouble then transferred me to repair department to Gene, who transferred me to Blair (no idea what department) who then transferred me to Sheree in customer service who spent 30 minutes explaining that I should have bought a brand new stove, not an outlet model (although I purchased a NEW stove from the outlet along with Sears warranty) hung up on me.

Feb 4 I then called Larry back at the store and asked for him to try to handle this problem. He assured me he was on it and informed me that the manager would not be in until Monday morning.

Feb 5 team shows up to install anti-tip To my surprise its the same two guys (Dun and Ziggy) who told me two days before that they could not do it? They said they got the right tools now and were informed that they are responsible for the anti-tip, they installed and left again without allowing me to have a copy of the paperwork.

Feb 6 I called store to speak with manger and was told he was not there and would call me back, no return call from Larry.

Feb 6 service technician (ID#0680678) comes and removes stove from wall, and I notice my tile is cracked into several pieces and that my corian countertops are severely scratched from the install. The technician gives me a number to call about the damage to my home (Sedgewick insurance) tells me that the parts the delivery team damaged have not been ordered, and tells me he needs to order parts that will take 10 days to arrive, disgusted I insist that he get the parts sooner and he orders them as emergency and asks me to call the parts line in the morning to determine eta. Leaves me with receipt for parts he ordered. Checks my file and tells me that no damaged parts were ordered and no record of damage was on file. Says they will return on Thursday to install repair parts.

Feb 6 I call 18004myhome to get rental stove as per warranty and speak with Chanty who assigns me case # 3938719 and authorizes rental stove from one of three locations; Rent Away, Rent-A-Center, or Arons rental, suggests I find a local outlet and call them. I would have to pay for it and will be reimbursed for the rental. I try to find a gas stove and only find one available, it cannot be delivered until Friday the 10th and they will not hook up the gas. I also must rent it for a minimum of one month and must fill out a credit app and be approved. I also need to move my very expensive and heavy non-working stove prior to delivery. After several calls trying to understand how to accomplish this, I cave and give up

Feb 7 I call sears once again to get damaged parts on order and to inquire about repair parts. No record of damage but will have next technician verify what is damaged and order if verified.

Feb 7 called Sedgewick 866-352-1521 to report damage spoke with Josephine, claim # L1202075180 Informed adjustor would be out to verify within three business days. Handled professionally and courteously.

Feb 8 UPS delivers two packages to my house, I had no idea parts were being delivered to my home. I call sears service and find out that no service is scheduled because they did not know I had the parts. I convince them to schedule a service, soonest available Friday Feb 10 between 1-5pm.

Feb 9 I call the store to see if anyone there can help, a very receptive employee named Adriana listens to my story and although cannot get manager at that time promises she will call back, she returns my call after speaking with manager and asks that I send pics of the damaged items via e-mail to [email protected], I agree and it bounces back, she then asks me to send them to [email protected], bounced back again. I resize the photos and attempt again, no bounceback, but no reply either.

Feb 9 I call to verify service appointment, automated system tells me between 8-12 so I ask to speak to customer service, they tell me that service is scheduled between 1-5 and computer cant be wrong.

Feb 10 I call Service and find that technician is scheduled between 8-12, re-arrange my workday once again and then get a call at 11:45 that tech is behind and will not be here until 12:45. Service tech Cliff (ID#0560623) arrives and is the first person to ask if he should put booties on to walk on my carpet, I thank him for being respectful and show him to the stove. Cliff installs 1 of the parts ordered and we test stove and it works! He ensures that all of the damaged items are on order and gives me a receipt confirming this. He is very nice and moves my stove back into position and leaves. 10 minutes later I attempt to turn the unit on and it fails, (we did not test it again after it was moved back into position) same problem as before. I call cliff (he called from his cell phone to tell me he was running late, so I call him direct) and he apologizes but says I must call and schedule a new service call. I call service and they tell me that the soonest appointment is Feb 14. Disgusted I call KitchenAid to see if they will take action, they schedule a next day appointment with A&E Factory service.

Feb 11 Catherine (ID# 743575) arrives and begins to troubleshoot problem, after several hours has determined stove is un-repairable, turns it over to STAC(this is apparently important) and informs us that it will not get updated in the computer system until Monday Feb 13, and will take 24-48 hours to be processed, so we need to call Whirlpool at 1-800-253-1301 on Wednesday to find out how they will resolve the problem.

Feb 13 I call delivery solution to ask names of delivery personnel that damaged my property so that I can let insurance know, Griselda tells me that there is no name on the delivery record, but after some digging finds the driver who was on schedule that day and gives me the name Dun Ham.

Feb 13 I send an email to an address I find on-line for sears complaint resolutions Shayne W. Senior Case Manager [email protected]

Feb 13 M. Karbowski with Diakon Logistics arrives (alone, not really equipped to move a very heavy stove) to photograph and document damage. I offer the pictures I took when the stove was out for service and e-mail him the photos.

Feb 13 we spend 2 and more hours writing this formal complaint to the BBB, which will not allow me to submit in Las Vegas NV where the Sears Outlet Store is but forces me instead to submit to Sears Holdings in Chicago, IL?

Feb 13 Received call from Debbie at executive office, asks me to wait until Wednesday for whirlpools policy. Case # 3942205

Feb 15 Called whirlpool at 1-800-253-1301, Spoke with Leanne, no record of technician turning non-repairable stove over to them. Just a note to tech "check all grounds"

Feb 15 Called A&E factory service to ask why it was not turned over to Whirlpool, was told by Omar that they couldnt because the warranty was with Sears, not A&E (which is a division of sears) so I called the resolution Hotline 1-888-236-1885 45 minutes of hold time while waiting for Christina, she says they have no record, she puts me back on hold to tell me that they turned it over to whirlpool but didnt have any record, so they would do it again, but I needed to wait 5 days for whirlpool to process!! I give her my case number from Debbie (case#3942205)and she tries to contact her but comes back telling me she left a message and she was at lunch, so I need to wait 20 minutes and call Debbie.

Feb 15 try to call (new CEO) Lou DAmbrosio at Corporate office 847-286-2500. My call was transferred to Deandre who told me she could not get outside e-mail, and asked that I tell her what happened. I briefly explained my story. She listened, keep me on hold for 45 minutes, then came back to tell me they had no record of the tech saying the stove was un-repairable even thought I was able to provide her with the service order number, and the techs ID# and that  there was nothing she could do.

Feb 15 I call KitchenAid spoke with Scott who says they have advised tech to "Check all Grounds" and that they needed 5 days to determine if they would replace the unit or what they would do.

Feb 15 Debbie from Social Media relations calls to tell me she can no longer speak with me because I filed a report with the Better Business Bureau. She says they tried to fix the problem and gave me three different resolutions but I didnt want to do that. I asked what they are she tells me:

1. they offered to allow me to reselect another unit from the outlet I inform here that they have no similar unit, not only in brand, but color (no white)

2. They offered to refund my money so I can get my money back after all of this?

3. They offered to replace parts the parts will fix the damaged items, but not the non-working stove

How are any of these offers to resolve problem, not even all three combined can get me the stove I purchased in working condition?

She gives me a name and number to call Christiana R Scott that she says is with the BBB, I call the number they are closed I leave my information on her voicemail. I later discover the number is actually for Sedgewick Insurance!

Feb 15 Sears Service tech Keith (ID#697003) arrives at 4:45 to fix stove, He immediately asks where I bought the stove I tell him at Sears Outlet, and he tells me that I should "run" and get my money back. He says that he has seen at least 5 appliances purchased from there this week that arrived DOA, one of which was completely missing part of the oven. He spends a considerable amount of time telling me that the Sears Outlet I purchased from is corrupt and that he believes they are "independently owned" really? He tells me that the Outlet is not supposed to sell warranties and that the items sold there are "As-Is" I assure him that the outlet items should be backed by sears outlet based on the published outlet guidelines and my purchased warranty and he tells me that its just not true, and that he is not going to be able to fix my stove but will not say that is un-fixable, because anything can be fixed but its going to take me years to get this one fixed. He replaces two parts, and then gives up. I ask him about the Anti-tip and he says those guys are not supposed to install anti-tip plates, but Sears "Stove Tipping" lawsuit from 2008 I believe suggests otherwise. He gets an accident report kit from his van takes pictures of the damage and has me sign the paperwork noting the damage. Gives me a receipt saying that he "advised customer"

Feb 16 Called Christiana Scott no answer, called back to speak with Jamie no idea why I am calling them? Mentions claim for damage.

Feb 16 Called Debbie, the only thing she has is claim with BBBagain says she cannot do anything that the BBB has to handle it now. I ask how to get my stove fixed/warranty honored, she puts me on hold. Very upset that she cannot do anything because the BBB now has the case.

Feb 16 Called KitchenAid (1800-422-1230) spoke with Hailey inquiring if they are going to do anything? Sending independent technician tomorrow to check stove again.

We are requesting that Sears immediately delivers us a new stove same make and model, repair the damage to our home, restart our warranty from the day the new stove arrives, and compensates us for our lost time (over 6 hours on telephone, lost time from work for four different repair visits, 2 weeks without a stove, and 3 hours of filling out paperwork) and aggravation.