Our home was built and completed in late September of 2012 and purchased a refrigerator/freezer from Sears in August. On Saturday, December 22, 2012, we left our home for approximately 30 minutes. Upon returning and entering the kitchen area, we noticed a large pool of water, approximately 9’ x 11’ on the floor area originating from the area of our Kenmore Kenmore Elite Bottom Freezer. I immediately recognized that the water leakage was originating from the refrigerator and went directly to the basement to turn off the water supply line. A large amount of leaking water had already drained through our hardwood/laminated floor into the basement directly underneath the kitchen. This water had covered everything in the basement directly under the refrigerator. It also had leaked in the heating duct in the basement directly under this area. The water had also leaked through the interior wall behind the refrigerator and drained into the garage area behind that wall. In the kitchen area, the water had covered the floor, leaked under the oak cabinet between the refrigerator and the stove and leaked through the wall next to the refrigerator into the pantry. We dried the area as best we could, ran a humidifier until it dried. The result was the floor in our new home warped at the edges.

I spoke to a Sears complaint center and they said once the repair was completed and the repairman said it was a faulty piece in the fridge we could get reimbursed for the damaged flooring. A few days later we received a call that they were passing the complaint on to LG since LG made the fridge. We sent the faulty part to LG along with numerous pages of documentation and photos only to continually get the runaround. First they asked for a second quote even though I explained it was a new house and the floor couldn't be matched by anyone other than the builder. I ended up submitting a second quote and weeks went by before I heard from LG again. Their offer was dramatically less than the cost to replace the floor and even though I had submitted dates of when the house was built, now I needed to submit proof that it was a new house. I am going to do this but doubt it will make any difference.

I have tried talking to Sears to see if they can help me but all I am told is that it is out of their hands. Hard to believe that nobody in their entire corporation can pick up the phone and contact LG to see if this can get resolved. That is nice that I buy the product from them and they take my money but once their product ruins my new house they don't want anything to do with me.

The bottom line is that I have a new house with a floor that was ruined by a Sears product and 3 months later I still have a ruined floor with now resolution in sight and no help from Sears coming.

I have been a lifelong Sears customer, but that is ending as of today.

Sorry to hear this happened but... do you have a question?