Usacomplaints.com » Miscellaneous » Complaint / Review: Sears Home Services - Service Smart Protection Agreement. #1085233

Complaint / Review
Sears Home Services
Service Smart Protection Agreement

Purchased plan July 9th for $274.99 which was to cover the repair work of my Jenn Air Refridgerator and also include a one year warranty for any other future malfunctions of this refridgerator. Repairman came out July 12, defrosted the freezer, said I needeed a new motherboard, was told they are reurbished at the factory and sent out again. He said things should continue to work till the part came in and he'd replace it. Set up the appointment for the 23rd of July. He left and a few hours later all frozen foods were melted and dripping and the fridge warm inside. Called Sears immediately, was told the tech would call and come back that day/evening. No call no show. I called and called, was put on hold numerous times with no one coming back, sat as long as 20 minutes and gave up. I have been hung up on, their live chat on their web site cut me off and when I sent them an e-mail to try and get through, it came flying back to me saying the e-mail box was full. When that happens your letter is gone, they do not return your letter. I finally gave up and waited for the part. It arrived July 18th. I called Sears to see if they could please send someone out to put the part in. NO, they could not, I had to wait until the 23rd. NO refrigerator and they have my money. The 23rd came, Sears showed up at 10:00A.M. Put the refurbished part in and it didn't work. He showed me where it was broken and that he would have to go and come back. Said he'd be back at noon and showed up at 2. Miraculously he found another motherboard, something he couldn't do before! I asked if it was another refurbished one and he said no it's brand new! I wouldn't know the difference anyway. He put the next motherboard in, said "OK you're up and running now" and left. A few hours later, nothing but a hot refrigerator! I again called yet to no avail. They again lied, said he'd be back out that day/evening and also call me. No call, no show. I called trying to get my money back for the Service Smart Protection Agreement and was told no they would not refund my money. I called Corporate this morning supposedly the top Resolution Hotline and spoke to Gloria. She told me she would have a tech out this afternoon and gave me her number and extension: 888-266-4043 Ext. 36. I called this afternoon as she said she would be on top of it and I got a recording to leave a message. I did so and no call back. So it is now 4:30pm and no call from Gloria, no call from the tech, no call from any of the Sears Resolution hotlines which I have called so many many times! I am totally beside myself and have no idea where to turn. I have never had such poor customer relations in my 65 years of life as I have received from Sears. They truly have no business being in business. Would appreciate any assistance you may be able to give me.

KKindest Regards,
Linda


Offender: Sears Home Services

Country: USA
Site:

Category: Miscellaneous

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