Sears home repair service
Repeated Technician Lateness and No Callback From Call Center

I am of the belief that everyone has a bad day. I have used Sears repair services for 25 years. Well NO MORE.in July I was scheduled for a dryer vent cleaning between the hours of 12noon and 4 pm. At 7:30 pm the technician showed up. He talked me into several other services which he chose to do prior to cleaning the dryer vent... Didn't start the vent cleaning until 10:30 pm. He and his team did not leave my home until 12:30am!!! Unacceptable. I filed a formal complaint with Sears. NO ONE ever responded. Unacceptable. Ok, so a year has passed and I'm willing to give Sears another shot... Dryer repair scheduled for Saturday from 8am to noon. At 11:30 I called the Sears Call Center and was told word for word the following: "I promise you that your technician will be there during the time slot you were given, but they are running late"? When I asked what the heck that meant, which was it, were they going to show up in the next 30 minutes or were they going to be late... I was told they didn't know when the technician would be there. They did not have access to the technicians schedule. Only after asking how they could not have access to at least reaching the technician personally did the service rep offer to put in a message to call the customer. At 12:10 another rep called me and said that I would be hearing from the technician before he arrives. Again, vague and now we are passed the time slot I agreed to. The technician showed at 12:37, I asked him to leave as I had to be an hour away at 1:00 and I was clearly not going to make it because I'd waited around for him all morning. I told him to please share my dissatisfaction with the call center, but he seemed more pleased that my cancelling would put him on schedule than concerned about my dissatisfaction. No one has called. No one will. Two strikes you are out. I will never use sears repair services again!!!

Company: Sears home repair service
Country: USA

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