Our Sears Kenmore HE3 Washer is Infested with Mildew

Okay, so I've gone through the comments on this Thread and want to
thank everyone for their input. When you have tons of info, it's much
easier to diagnose and make decisions about what to do.
We have already cleaned the boot area really well, and we're happy
with those results, though it doesn't delete the horrible smell we've
experienced. I have checked the drain hose and found no smell there.
I will pull the front panel and hope Denny S. has the solution.
I'll report back with our findings later today...
Chad

So, did replacement of the hose, as suggested, solve the problem
permanetly? 4salems@att.net. Thanks.

After reading all the comments on the web regarding the HE3T smell
issue and lack of Sears customer service I took on the challenge of
resolving the issue without Sears help. First started with the drain
filter on the front of the washer. This needed a little cleaning but
by no means was causing the bulk of the smell. Then I decided to pull
out the washer and check the drain hose that comes out of the washer.
To my amazement this appeared to be the cause of all the smell. It was
so bad it caused me to gag. Wanting to get this replaced immediately
and unable to find the actual Kenmore part without waiting for someone
to order it, we went to Menards and found a universal drain hose that
worked perfect. I ran a load through and could get a slight wiff of
the smell so I ran another small load with bleach and now it is like a
brand new washer. Check those drain hoses!

So sorry to hear of this, mildew and mold can not only be annoying yet
dangerous. If you still have the machine, simply trying to scrape the
substance off is insufficant. You must KILL the spores that are
continueing to grow and thrive in the moist environment given to them.
Try 2 parts liquid bleach to 1 part water, gloves to protect your skin
and a hankerchief as to not gag off the fumes (open a window for
ventilation). Start applying the mixture to the darkest areas of fungi
first with a sponge or disposable cloth, continue to apply over the
entire affected surface area. Leave on for ten minutes or until the
fungi starts to lighten in color, this means it is dying! Remove the
mixture with palmolive or another type of moisturizing detergent mixed
with water. You may have to repeat this process. Good Luck.

I also have the same he3t washer and dryer. However, the problem with
the washer is that you are suppose to leave the washer door cracked so
that the moisture on the seal doesn't infest with mildew. You should
read your manual thoroughly. It states you should leave your washer
door cracked for ventilation of proper drying of the seal. sorry to be
the bearer of bad news.

Looks like this issue is starting to get some press. This was posted
on MSNBC.com today:
http://www.msnbc.msn.com/id/33997384/

I have the kenmore elite h3, and had the same problem. Eventually it
stopped draining, very bad smell. Called to get it looked at, which
was not easy task since we live in a rural area. Sent complaint letter
to company.

Now here is what I found out:
I had washed a few kitchen rugs etc. in the past. Don't do this. The
tech tilted the machine back, and removed lower panel. Unscrewed some
sort of "trap", and use a wet dry vac. Disgusting odor, and it took
him over 15min. to get all the junk out. There was even a pencil in
there. He told not to use Gain detergent. Washer works fine now. If
this happens again, my husband and I will definitely try to do this
ourselves (tech. cost $160). If the machine does not drain, which will
eventually happen if this "trap" gets clogged, the machines "computer"
will sense it, and it will no longer work.
Hope this helps
Josette

I have a HE3 and the mildew smell is not from the boot directly,
remove the bottom front panel, two screws on very front bottom then
with a firm rap center of the panel it will pop off. you will see what
looks like a dial, front and center.. this is the strainer basket
before the pump. have some towels ready there will be some water..
remove this dial just unscrew it no tools required.. you will be
amazed at the gunk. clean it and replace. the mildew on the boot is
due to the water not being completely pumped out due to the blockage
and the machines pump cycle timing out before the water removed .
Now run the machine a few times with a few old towels and a ton of
bleach. I fill the soap and softener and bleach areas with just bleach
and run on sanitize setting or hot wash hot rinse. it will stop the
mildew smell but the black on the boot is your to keep sorry as you
know its a bugger to get off. clean this pump strainer basket at
least 4 times a year and you should not have this smell again.
hope this helps

We have an HE3 washer/dryer set we purchased about 3 years ago. We
were beginning to smell a mildew odor in the washer and whatever we
washed as well.

We cleaned it out as best we could and then began leaving the door
open, when not in use.

It seems to have done the trick.....well at least for now.

We purchased an He3 model 4 years ago, and it just died. The problem
showed up during the spin cycle removing water. The machine became
very noisy in that cycle, and we noticed it was sucking our towels and
clothes into the drum holes, leaving more dirt than clean.

The problem is that the internal steel drum needs replaced (an over
$700 repair job). Our repair person said that they have discovered
that the structures holding the drum disintegrates over time by
detergents (we run our washer quite frequently ... about 5 loads on
average each week). For this reason, newer front load washer models
all include a clean cycle which you are to frequently run to clean the
inside of the machine.

Our previous top load Kenmore lasted 20 years, and my sister's is
still going strong after 25 years. However, after delivering such high
quality over the years, the company is not stepping up in accepting
the fault of its poor design.

Post here again if you are proceeding with your legal pressure on them
to take some action ... even a generous rebate to upgrade to the newer
more properly designed machines.

Most appalling to me is that it is a known issue by the company, but
they are not upfront. There was no need for us to pay $75 for a repair
person to come out and look at our machine when this is a known issue
to Sears. It could have been easily diagnosed by the Sears customer
service rep by my description versus the hassle and cost of a service
call that accomplished nothing.

Over the years, I have purchased thousands of dollars of appliances,
tools, etc. from Sears ... they won't be seeing anymore of my money.

Cathy

We have the same problem, we bought at Eastland Sears. I can't imagine
that the new boot wouldn't mildew itself. I think this is a design
flaw by whirlpool I believe they are the actual manufacturer.

Our kenmore elite washing machine just died the other day. We
purchased it on 10/03/03. There is an eminent smell to our towels and
clothes that we cannot get rid of. We have changed detergent, used
bleach in loads to no avail. We would love to find out if our machine
has any kind of recall. Thank you for your letter on the web. We are
truly disgusted by the situation and need help. We would welcome
Sears being held accountable for such a lack of customer service and
responsibilty for their products.

We paid 999.99 for the washer alone. What a nightmare. During its
last spin cycle it sounded like the insides were coming apart
literally.

Grace and Jeff Powers
3667 Cranberry Hill
Rootstwon, Oh 44272
(330) 325 0711

P.s. I went out a bought the old fashioned washer yesterday. No more
front load for us. Yuk.....

If you are unhappy with your moldy h/e 3 or 4 Sears washer,
contact me. I am doing something about mine, and I am an attorney who
is tired of dealing with Sears. This is a recall problem. You really
can't prevent mold from taking over these washers during normal
useage of the washer due to the design and material choices which
Sears made. I have several people now and I am looking for a group of
people throughout the country.

I can be reached through www.mylegalworld.com, or at
314-726-1817.

Call me.

Robert Pedroli. Jr.

I too have this problem and am at a loss as to what to do. I believe
it is a design flaw and that the replaced boot seal will eventually
become mildewed as well. I feel this washer should be recalled.

I bought a new house a year ago. The people who had the house were
VERY neat people. Almost military like. My new neighbors comment on
how anal retentive these people were.

However, the "stem" inside the washing machine is covered (inside it)
with a sticky black substance that smells like mildew (albeit a
flowery kind owing to the detergent/fabric softener that was used). I
had a devil of a time cleaning it.

It's a Kenmore (although a different model).

And purchased a new Profile series front load washer and dryer a
couple of years ago and have had zero issues. Actually, I've
purchased Kenmore products for decades and have never had any issues.
I also receive great customer service, reasonable service call fees
and I am virtually complaint free. Most others that I know who have
purchased their products have the same result.

You know...there is a high level of humidity concentration in your
neck of the woods. That could be part of the issue. Plus, if it's in
your basement, you might have mold and mildew issues in the general
space which is not uncommon, which also means you have venting and
circulation issues. I'd start there. I don't think it's your washer.
Have you tried just keeping the door open? It will dry out.

Good luck!

I'm sure lots of people like their front loaders, but that doesn't
take away from the fact that there are countless others experiencing
problems, resulting in an extraordinary amount of complaints and even
class action suits, and it certainly doesn't help the letter writer
find a resolution to her problem.

Unfortunately, I will never know if a front loader is for me or not
because I'm not willing to take the chance. The track record is just
too inconsistent, and I don't want to be stuck using a useless
appliance as a desk to write a letter on PFB. I am curious though as
to why some people are not experiencing the mold/mildew problem. Do
the newer ones have an improved design?

so far I havent heard anything good about front loading expensive
washers, just complaints and I've seen several recalls on these pieces
of crap....

I understand the problem here but seriously.....it has been over a
year and a half since the mildew problem started. And you upset about
the treatment first now?

I also can't believe that you would still wash your clothes in a
machine that has mildew and complain about clothes that "don't smell
clean after being washed".

However, my tip for you is to use a solution of bleach and water and
wipe down the area that has mildew. It works for walls with mildew
spots - I would think it work for the washer as well.

I think sears is notorious for having some of the worst customer
service of any company out there. Take my advice and don't make the
mistake of shopping there again.

I think this is very bad but don't think Sears has done anything
wrong.

Everyone else keeps saying that these new washers are having all kind
of problems but my family has one and really like it a lot. I can do
a lot more laundry in it than I ever could in the old kind.

Why should a company just cover something because the new owner thinks
they should? I think Sears would be smart to work with the customer
like saying they would still apply this amount paid for the cost of
going out last year. I don't think they would have to do this though.

Nicole, I just thought of something. Every time my washer was taken
apart to be repaired, the technician would clean up the inside before
putting it back together. I appreciated that because the mold was in
places I couldn't get to otherwise. I don't know what material a boot
seal is made of, but the technician was always able to get rid of the
mold from the hard surfaces by using Simple Green. I know that's what
was used because one guy left it behind by mistake. It might be worth
trying while you're waiting for Sears to help you.

Urg, why do front-loading washers never work like they do in the
ads...?

We had one for two years, and we had to reseal it about every two
months. Finally, it was scrapped from pure lack of any more nerve to
deal with it.

Hope you get some word back from Sears.

It sounds like you got a bad deal and a big hassle.
I had a mildew spot and used Comet spray gel. I sprayed it on and
walked away and when I went back 1/2 hour later it was gone. It seems
to work very well, you might want to try it.

Nicole,

Sadly, none of the front load washers have fared well.

We purchased a Maytag Neptune frontload in 2003 after having a very
old top load Maytag that is still running today. (It's so old that I
just saw my machine's sister unit in a "yesterday street" display down
at our ergional science center!)

We had nothing but problems with this unit from day 1. First the unit
would shut down mid way through the cycle with water still in the
drum. If we started it before work in the AM, the clothes would still
be sitting in stagnant water when we returned home.

We had the same issue you have with that seal getting mildew - it had
nothing to do with your detergent, it has to do with design flaws.

It finally died altogether, refusing to fill or spin and making odd
groaning sounds. Luckily we had not gotten rid of "old faithful" so
we've been using that and the Neptune now sits like a big almond lump
in the corner of our basement.

Maytag actually recalled all our washers, but I had really wanted a
front load and didn't really care to have my $1000 washer replaced
with a $200 top loader as a gesture of goodwill and customer
satisfaction.

I would stick to your guns on this - the washers are crap and you
should not have to pay for something that is a manufacturing defect in
the washer.

If I'm not mistaken, the Kenmore brand is actually units that are
manufactured by Whirlpool. It might be worth your while to research
1) if there are any recalls on your washer (they won't tell you there
are - they don't want to pay out) and 2) if there is any remedy from
whoever actually manufactured your washer (check all your
documentation and the identifying labels on your washer)

If that does not work, you could always contact your local media.
Companies hate bad publicity.

Bottom line, this was not the result of anything you did or did not do
to your washer - don't let them jip you out of a working appliance
because they are too cheap to admit they messed up.

Hi Nicole,

I may not have a solution for you, but I do have a very valuable piece
of advice. Do not listen to the previous poster, as he is a repairman
whose scripted response is solely for the purpose of convincing you
that you should just let Sears off the hook and spend more of your
money to fix the washer yourself. Anyone with an ounce of brains and
integrity would know that's just wrong. If you told him your washer
grew legs and walked away, he'd blame you for feeding it too much.

One look online confirms that there are more than "relatively few"
people having the same problem with this washer, although I will agree
that the problem exists with other brands, as well. I had a top loader
with the same problem. Mold would build up around the rims of the tub
and in places I couldn't get at in order to clean it, so I completely
understand what you're saying about the smell. Unless I'm mistaken,
washing machines are meant to have water in them, and you shouldn't
have to dry them out by hand after each use. With the proper design,
that would be unnecessary.

Sears provided you with erroneous information about forfeiting the
service charge, which makes them responsible for the outcome, and they
should have had the decency to either refund the charge or allow you
to use it towards a new service call. The fact that Sears refused to
do anything for you prior to the expiration of the warranty says it
all. It goes under the heading of "The washer technically works, but
the customer is unhappy with the results", making it look like you are
expecting something you are not entitled to and did not pay for.

Don't let the mind games of Sears personnel and the previous poster
discourage you from pursuing your complaint. You spent a lot of money
on that washer and have every right to expect it to work properly,
which means your clothes should be clean and odor free.

I do have one suggestion I learned from a fellow PFB member who also
happens to work for Sears. Go back to the store and explain your
situation to the store manager. I know for a fact that Sears will not
respond to your letter I think speaking to the store manager in person
(not the department manager) is your best chance of finding a
resolution.

Please let us know what happens.

I feel for your situation Nicole. Some people have run into a
"mildew" issue with their particular front load style washer. There
are relatively few compared to the number out there and it isn't with
any one particular brand or model.

The essence of the problem and solution thereof is located within the
manuals to most of these units. It is recommended that the owner of
the unit be aware of any moisture within the boot after completing a
wash load. You are then recommended to simply wipe the boot dry or
leave the front door unlatched, allowing it to air dry until its next
use.

At some point prior to knowing this information, you've mistakenly
left water in this area, allowing the perfect environment for mildew.
Hopefully the inside boot is the only place mildew has infested
itself. I say this because you claim it is so pronounced throughout
the entire unit.

I can understand Sears only allowing a certain time frame for a bid
and additional service call charge to be good, so it is hard to fault
them for that. I can also understand the cost of parts increasing.
Although very frustrating, that is the nature of the increased fuel
costs throughout this country. Again, this is not something you can
really blame Sears for.

Just because the washer is not cleaning clothes as it should, does not
mean the user is not to blame for the issue. I know that my front
load washer came with an explanation that the boot should be kept free
from moisture when not in use.

In comment to your letter, it seems the real essence to your complaint
was that you were not given credit for the original service call, as
it had been past two weeks. But then you state that you later found
it to actually be ninety days. To me, this is when and were I would
have focused your complaint. IF you were still within your ninety
days, I would request the original service call be credited towards
the cost of the boot replacement. Whereas you are farther out than
that, I don't know it is really that applicable.

I really don't agree with the request at the end of the letter. That
is, wanting the parts and service now provided for free. This seems
ludicrous to me, whereas you've already agreed that you would pay the
original bid price, less the initial diagnostic call.

Although frustrating, I think the best solution for you may be to
accept the parts have increased and the cost for the original house
call has been forfeited. $260 seems fairly inexpensive if it means
not ruining clothing, which is surely what is happening if you're
running them through mildew.

Keep us posted.

I can't respond in an unbiased way on your issue with this company. I
can say my experience with this company and yours are strikingly
similar.
This Mildew problem has been a known issue for a long time with these
machines. As Bill posted earlier, there are plenty of suggestions on
the net. I found this page with advice on epinions as well that might
possibly help you out.

http://www.epinions.com/msg/show_~threads/cat_id_~17/id_~4097/forum_id
_~409/pp_~10

I hope you do get a favorable response from Sears, and if not, find a
solution to getting rid of this mildew problem and avoiding a costly
seal replacement.

Nicole H.,
I googled your problem and found "stuff" that might be of interest to
you while at the same time it might help you with your problem. Just
copy and paste into your browser.
Do stop back and let us know if this is any help as well as if Sears
gets back to you.
Good luck.
Bill R.

http://ths.gardenweb.com/forums/load/laundry/msg0817591725568.html