Sears
Simply awful

My refrigerator was running too cold & the freezer was too warm so I called Sears. The repairman was here about 1/2 an hour and said it was the Control Board and it would be $445. For the repair. I said no, let me check about what a new refrigerator cost. About 5 minutes later after going onine, the repairman said he changed the Labor code and it would only cost $330.instead. I deliberated for a minute and then decided to have the repair done. He had already changed the part without authorization & decided to change the labor code because he was afraid I would not have the service done. The part was $205 and the labor was $124. The next day the refrigerator was still not working and running the temperatures as before the repair. I called and they made another appointment. I had to take more time off work to sit and wait. The new repairman said it was the sensors and would only charge me for 2 of the sensors and $0 labor. I paid only $21. For the sensors. I called (as recommended by the repairman) to get a credit for the part that was really not needed. They told me they would only give me $92 credit because of the difference in labor codes. The sensors were $21 and they had a charge of $212 labor but was $0 on the bill. They wanted me to pay $212 labor for a $21. Part installed. I argued about the part for a while & I told her I would put a dispute on my AMEX card and the customer service gal said "Thank you for calling Sears" and hung up on me. I called today the National Customer Solutions Department & told them my story and they said I received service and parts and that they would not credit me ANYTHING and gave me a case number for the dispute. They told me that I received parts & labor (even tho they were wrong) and had to pay for them. When I complained it didn't work, she said it was "their policy" and she was only following it. So am I to surmise it is my fault for trusting Sears to repair the refrigerator and regardless if it needed it or not I should have to pay for a $205 part that was not needed because I "authorized the repair". It feels like they play with the labor codes to suit their situation and generate more revenue by putting in wrong parts & charging more labor. Pretty incredible way to do business and then tell the customer its their own fault.

Company: Sears
Country: USA
Site: sears.com

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