Sears blue crew
Central Air Broke Again After Repair, Long Wait and IVR Runaround

Absolutely one of the worst experiences in customer service. They came to fix the central air on Thursday when we walked in on Sunday broke again. Call the company, looped through their IVR numerous times and then told Wednesday would be the earliest they could come out to repair a repair they did nor complete properly. Ask for a supervisor and she was supposed to call back in 15 minutes. 90 minutes later I called them and had to track down a supervisor. The rep who answered said the first one lied since they don't make outbound calls. Talked to the sup explained my concerns with the first rep and the timeline and that fact the first rep said Wednesday without any time window. She said she would call the routing department to give a Monday call and they would call me early in the morning. At 10:30 still no call so I called them again with their horrible IVR and several transfers before someone admitted they couldn't even be sure if the routing department received the message. Finally spoke to someone who was helpful (thank you Rose) in the escalation department. She worked with me, understood the concerns and tried to fix them. What was in her control she fixed but it must to said their process and procedures are broken. For a company that advertises 24 hour service, they do not understand the concept. Nor do they understand the concept of making a negative customer experience a positive one

Company: Sears blue crew
Country: USA

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