Sears
Poor customer service

On December 10th I went to the Sears auto and tire center in Braintree, Ma to purchase 4 new tires for my Beetle. The associate appeared very personable and helpful and was a pleasure to do business with. I asked him if the tires came with any type of warranty and he said yes and we will balance the tires and do an alignment as well. I then asked if it was included in the price and he said YES everything was included. After spending over 3 HOURS at the service center my car was finished and I left for home. 3 days later, when I left work I found one of my front tires was almost completely flat. Luckily, I was close to a gas station, got air and was was able to make it home. The next day I returned to Sears to have the tire checked. As I waited to be helped, I was looking over my paper work and found I was charged extra for the alignment and also for the tire warranty... The same associate who helped me previously saw me and looked puzzled as to why I was back and I explained my story about the tire. I then asked him about the alignment and the warranty costing me extra after he told me they were included in the cost he quoted me for the tires and he danced around my question. I informed him I didn't appreciate not being giving the option to choose if I wanted the services and that if I had I wouldnt have taken them. I dont believe I even needed an alignment as my car drove perfectly fine and never pulled to either side. They took my car into the bay and told me it would take about 40 minutes. 3 HOURS LATER the technician informed me the tire was defective and they were replacing it. He then proceeded to try and charge me more money for warranty coverage on the new tire! I refused to pay more money out on a new tire that was replacing a defective one they sold me in the first place. The associate got a bit indignant and called over another associate who agreed with me and made an adjustment to the paperwork. I feel because Im a woman I was taken advantage of. Normally my husband took care of these things, but he passed away in April from Pancreatic Cancer so I now have to deal with mechanics and technicians like this one who make sale based commissions. Now dont get me wrong, theres nothing wrong with making commission, but by not informing the customer these extras are optional, its border line thievery. It really is my own fault I suppose for trusting this young man and not reading over the paperwork he gave me as I was leaving, but after spending 3 hours waiting in Sears I couldnt wait to leave! Today I lost 4 hours wages and had to get coverage for my shift at work because I had to wait another 3 hours to replace the tire. Again I feel like this same associate # 796326 tried to make more commission off of me by trying to charge me yet again for another warranty. I will not do business with Sears in the future.

Company: Sears
Country: USA

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