Sears/Kenmore Elite Trio frig Complaint - Control board defective on freezer, only replace if customer pays
I bought a Kenmore/Elite Trio from Sears. I found out afterwards it was made by LG. It was installed at Christmas, 2005. Shortly thereafter I noticed ice on the meat drawer in freezer. Sears tech came out about another problem and did not seem concerned about the ice. For the next year, the ice would build up, I would clean it off. In 2010 it became unbearable since water was pouring in the floor, 2 in. of ice on freezer bottom each week, all food covered in ice. Called Sears--was told I would have to commit to $250 up front and they would be out in 2 weeks. Day of appt. arrived and they called to cancel--said they would have to come another day. I could not commit since my husband has alzheimers, parkinson, one leg, and heart disease. He was going thru many tests and I am his sole caregiver---making an appt. for anything requires a lot of prep in advance.
I called a local company that came that day but the tech said there was a problem with the evap. fan motor, but he could not get info from Sears on how to fix it. Paid $95 for that. The water continued pouring and the ice had to be cleaned out every week---by lying on the floor and cracking the ice with a pancake flipper and sliding it out on a tray to be dumped. Not great for a 65 year old. AFter Christmas, I contacted a tech that has been in business over 50 years and he confirmed it was something to do with the evap. fan motor but Sears would not divulge how to fix it and only Sears techs had that info.
He also said there was a service flash that many of the same appliances had the same prob. Paid him $75 and then called Sears. Said there was a service flash but I would have to pay $70 for a tech to confirm that I had a problem. He did but then told me the company said I would have to pay $376 for parts and labor. I refused and began calling. I was switched from Sears Resolutions, to Sears Customer Service, to LG, to a company that recalls parts, to Kenmore Elite, to Sears Resolutions. Said they could offer me $65 or 10% off a new frig. after I had just said I was not spending any more money with them. Again was told to call back next morning after tech's report had gotten in the system.
Kenmore Elite agreed that I should not pay---said LG should. Sears said that LG should but that my warranty expired in Dec. 2010. NO ONE and I mean NO ONE had told me before that LG had a warranty on the parts until Christmas 2010. Sears broke their contract with me by not showing the year before on the service call and just casually said they would have to reschedule. I have been told to give up, pay the money, and move on because either the $65 or 10% off a new appliance is the best offer I will get. I spent a little over $2000 for this appliance and Sears, Kenmore Elite and LG have all passed the buck, ignored the hundreds of people that have the same complaint, delay appt. times until people give up and their warranties run out. I have only hit the highlights of what I have been thru. This has taken a lot from my health as I suffer from high blood pressure, has really interfered in the care of my husband, have to watch for water pouring on the floor to keep from falling and then to be insulted by being passed off to person after person and made to feel like a complete idiot when I said they should pay for a defective part. If the part was worn out, then I would certainly agree to pay, but this has been a problem since the beginning of 2006. Nobody listens and nobody cares, but Sears will lose far more business than this would have cost them to resolve the problem.