Call Kurtis: How Do I Know If My Appliance A Lemon?
STOCKTON (CBS13) -- Rose Sandoval said the refrigerator she bought two years ago has had to be fixed every couple months.
She thinks it's a lemon.
When the company wouldn't give her a replacement, she called Kurtis.
Sandoval said her food has gone bad several times because the fridge won't keep things cold. Shouldn't she get a fridge that works?
Babying her high-end Kenmore Elite refrigerator, Sandoval still has a problem: She's tired of throwing out spoiled food.
"It's not cool," she said.
She said the eight service visits she's made to try to fix the fridge haven't helped.
Sandoval is left with a folder of repair tickets and a fridge she said won't stay cold.
"What could I do? I can't do nothing," she said. "I'm helpless."
The BBB's Evan Gillogly said if an appliance needs that many repairs -- it's probably a lemon. But there is no lemon law for appliances in California, so it all comes down to what the warranty covers.
Gillogly said the company owes a product that works right.
"It makes more sense to replace the product entirely than make continuous repairs," he said. "Repairing the part isn't working, and Sears needs to address that."
We reached out to Sears which would only say, "We were disappointed to learn that Ms. Sandoval was not completely content with our product and services."
"After reviewing the situation further, we have authorized a replacement ... refrigerator for her," the statement continued, "and [we] are also extending the protection agreement."
Relieved, but Sandoval said Sears has lost her business for good.
"Very disappointed with them," she said. "Very disappointed."
Sears' policy says an appliance is a lemon only if there are four failed repairs in a one year period.
Even then, you have to request a replacement; the company won't just offer it to you.
