- Report: #1431896
Complaint Review: Sears Protection Company - Hoffman Estates Illinois
Reported By:
searswarrantysucks -
other, United States
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Sears Protection Company
3333 BEVERLY RD Hoffman Estates, 60179 Illinois, United States
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Sears Protection Company Sears GARY L MITZNER 3333 BEVERLY RD HOFFMAN ESTATES IL 60179 BRIAN W BICHJOFF Sears using the subsidiary Sears Protection Group defaulted on a warranty for a dryer without a valid reason. Hoffman Estates Illinois
Sears terminated a 3 year warranty after 2 years, stating that we had a dryer repaired by a local company without calling Sears first, which they state voids the warranty, but there is no language in the warranty that states such.
We purchased from Sears a Kenmore washer/dryer July 2016 with a 3 year warranty from Sears for each. The Kenmore kept giving us error codes and shutting down and would not dry the clothes, so Sears replaced the Kenmore washer and dryer with LG models, but they never sent us the warranty document. In November 2017, the dryer stopped working, so I called LG and they said there was only a 1 year warranty, so I called a local repair company who diagnosed the problem as a burned out motor. The cost to repair wa almost the cost of a new dryer. I researched all my emails to try to find any record of who at Sears handled the dryer in 2016, and found an email from Sears stating the warranty from the Kenmore would transfer to the LG units. All I had then was this email since Sears never sent me the warranty document. I was able to reach Sears Executive Services, Jenn Sykes-Cook who emailed me she could fix the dryer and it would be no problem. In December 2017, Jenn emailed me the warranty document and proccessed a service call to fix the dryer. The repairman from J. Dove & Company (985-222-5851) diagnosed the dryer and said it needed a motor and would order it and it would only take 3-4 days. After 5 days, I had not heard from J. Dove Repair, so I contacted Jenn Sykes-Cook at Sears who replied the warranty was void since I had previously contacted a repair company. I reminded Sears that they never provided the warranty and I called a repair company only because Sears never communicated with LG about the warranty and LG said the warranty was only for 1 year. In fact the warranty was for 3 years from Sears, but without the warranty document, we had no roff and no warranty service phone number to contact. Sears said they could not do aything and denied request to provide tha department that interpreted the warranty as being able to be terminated by Sears just because I first called a repair company when I did not have the warranty information from Sears.
Sears is not honoring the warranty, and also gives customers the run around, directing them to various department call centers who refuse to solve the problem.
