Sears Home Repair Service
Refrigerator Out Of Service Almost Two Months, Repeated Missed Appointments

On October 25th our LG Stainless Steel bottom freezer refrigerator stopped working completely. We had purchased a warranty on this unit through Sears Home Services and was told that the next appointment would be scheduled on 11/14 from 1-5. The tech fixed what he could, but charged me on additional parts. At the time of his departure the unit still did not work. He had ordered the relay switch and advised me that it would be another 3 weeks to install it. He then showed me how to install the part to avoid having to wait on another tech. When the part arrived a few days later I installed the piece. The unit had power, but would not cool in either the refrigerator or freezer.

I had confirmed another appointment to have the compressor installed. This part showed up shortly and was to be installed on 11/30 from 8-12. At 11:30 AM on 11/30 I received a recording stating the technician would be delayed, so the appointment was then scheduled for 1-5. At 5 PM that evening I received a phone recording that stated the appointment needed to be rescheduled. Upset, I had called Customer Service and was advised that the communication had never been sent to the tech for an appointment on 11/30. I rescheduled the appointment for 12/14 from 8-12. I received a recorded confirmation that stated the technician would make the residence their first stop at 8 AM. At 10:30 AM we called customer service, they stated that no technicians will be out to our residence today and to reschedule for 12/17.

Currently our home is in the process of selling and showing. Needless to say this has been a major inconvenience for a family of four in the process of moving. We have been very understanding, but when is enough, enough? I have every intention of filing a formal complaint with Sears and would like them to fulfill their obligation to service our unit.

Company: Sears Home Repair Service
Country: USA

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