Sears Home Repair Service
Dryer Service Appointment Late Twice, No Compensation Offered

I scheduled a service call for my Kenmore dryer through Sears Home Services in Chicago. About 2 hours into my four hour window, I received an automated call telling me that the technician would be late, no time specified. When I called about an hour later, they told me it would be 2-4 hours after the end of my originally scheduled window. I told them I wouldn't be home then and they asked if I was sure I couldn't be. Yes, I was sure. I rescheduled for the following week and asked to be escalated through their system so that I could request a discount from my service fee when the appointment actually happens. I spoke with a representative who had trouble grasping what I was asking for and kept trying to reschedule my already rescheduled appointment. Finally she said she would make a note. I asked when I would hear back and she said I should hear back in a week.

Fast forward to a week later and two hours into my appointment window. I call to find out an ETA and am told I am towards the end of the list and will probably be close to noon. I asked to be escalated again and am told they will not offer any discount or compensation for circumstances beyond their control, like an earlier appointment taking longer. While the gentleman I spoke with was very polite and sympathetic, there was nothing he could do, no one he could escalate me to and that I was just basically out of luck. He did send a text to the technician asking him to make sure he made the appointment.

It is now a 1/2 hour past my window and I finally received a call that the technician was on his way. As I am on my way out the door, I told him to cancel the appointment and I will find someone else.

Company: Sears Home Repair Service
Country: USA

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