Kenmore Hot Water heaters

Posted Wed June 9, 2004, by Ruth D. written to Kenmore Appliances

Write a Letter to this Company

It's really frustrating when you spend hard-earned money on a product, and then this happens. I'm referring to the durability with Kenmore Appliances and I'm hoping you can do something about it. Frankly, I'm furious over this matter.

For the record, I own a Kenmore from your company.

On Feb. 21,2003 I purchased a kenmore hot water heater and dishwasher from Sears. It was installed around the 1st of march by Sears. In April of 2003 a technician from Sears came out and reset the thermostat. Friday, June 4, 2004 I awoke to find my power off and my home full of smoke. The fire dept. was called out. The fire had been in the hot water heater. An electrician from the city, the electrical inspector from the city and the fire dept all determined that the cause of the fire was from the thermostat. They all said they had never seen one burn up that bad. I called sears and was treated very poorly from someone in management concerning my problem. His only concern was that the 12 month warranty had run out. No concern at all that I may have died in my sleep, or lost everything I owned . His only suggestion was that I turn the problem over to my homeowners ins. I didn't ask sears to remodel my kitchen, or send a cleaning crew in to clean up the mess. I only wanted them to do the right thing concerning the hot water heater. They knew at 10 am on the morning of the fire that I had had it for a few months past the 12 months They waited until 4:40 pm to tell me they would not be held responsible. Over the years I have owned many Kenmore appliances, but as of now I don't think I will ever buy another one. I'm holding my breath in fear that the dishwasher may be next to go. The customer service at sears stinks. To be honest, there is no customer service at sears, it's all talk, no action.

Here's what I'd like to see happen: I don't know what I want Kenmore to do at this point. I have at my own expense replaced the hot water heater. Cleaned the mess myself. I just wanted you to know how furious I am about the way I was treated by sears and I will never shop with them again. I really hope you can solve this, because it will determine whether I buy anything else from you in the future. You can be sure I won't give my friends a good review of your products.

Please respond to this complaint as quickly as possible.