Mel from Calgary

I purchased a Kenmore washing machine from Sears Home in Calgary, Ab August 31, 2014. We had issues with the delivery (it took 3 sets of delivery men to install the washer/dryer stack unit). We ended up not having to pay for the delivery. The unit was damaged during the install so we were credited 10% (I believe). Further to these issues, the installation was botched, the hose was not attached to the drain unit behind the washing machine and flooded - damaging floor, basement below and a large solid wood cupboard. Our insurance company was called and we had eveything fixed through insurance. Sears delivery people, B & N Delivery Service, paid our $1000 insurance deductable. All repair work was completed by October 2015. About 3 months ago, February 2016, we noticed the washing machine was leaking. The problem was diagnosed as the boot kit on April 16. We did some research as to how to fix it and realized it was outside of our ability. I called the Sears Repair number on May 10, 2016 and asked what the cost to repair this would be. I was told I needed to have someone come and diagnose the issue at a cost of $85.00, the part would be $250.99 and the labour cost was $135.00/hour. My calculations show that the cost to me to repair my 1 yr, 8 month old washing machine would be between $470 and $605. I paid $879.99 +GST. I spoke to a manager, Carol, and wondered if Sears or Kenmore or Electrolux was willing to stand behind their product. Carol informed me that Electrolux was the manufacturer and Sears did not deal with manufacturing issues only service and repair. She was unable to provide me with Electrolux's contact information. I got off the phone with Carol and called Electrolux and was informed that they make the Kenmore product specifically for Sears and do not deal with customers - that I needed to call Sears. I called Carol back...(or rather left a message and she returned the call). She explained to me again that there was nothing more she could do for me other than book a service call. She informed me that because I opted not to buy the extended coverage of $350.00 at the time of purchase, I had no other option than to pay for the repair. I have purchased many products from many companies and some companies stand behind their products and services. This whole washing machine purchase has been one problem after another. It upsets me that after paying good money for the washing machine I have had nothing but problems - fromdelivery, to installation, to quality of the product. Our $879.00 +GST washing machine continues to cost us money. Sears has Electrolux make Kenmore appliances for them, somehow assumes the responsibility for the manufacturing of the product but does not disclose this to the customer. Instead Sears 'blames' the manufacturer for the less than satisfactory product. It is all very difficult to understand. In each instance along this process, I have been given the run-around by Sears. This is the delivery people's issue, this is the manufacturer's issue, now it is my issue that a product they sell pretty much needs to be replaced, considering the cost of the repair.

The installation of the wood was well done, but the finishing of the baseboards was not done well. When i mentioned this to our salesperson he informed me this is what i get for the price i paid. I wish i had known before i agreed to this part of the job.The communication/customer service I received from the salesman, Greg, was minimal. I had to call at each step of the process to find out what was going on, what was expected of us to prep for the job. Customer service can make or break an experience and although I am happy with the floors, I have much work to do to 'finish' the job and Greg seems to be done with us. I would not use this company again.