Sears
Verbal Repair Price Agreement Reversed by Manager Over $50 Labor Difference

Had problems with the 1st repair tech they sent out to fix my chest freezer. It ended with the tech leaving, leaving me with no price quote, but I had a verbal conversation with his manager, where we agreed on what the repair would cost. The manager agreed to only charge me for the part, and not the labor. Great - he gave me wonderful customer service. The 2nd tech came to install the new part, but he wasn't from Sears, but another company. The tech said that's it's unusual for another company to help out, but that Sears was overbooked, so he said "the manager must know someone" to make that happen. The tech had a different cost for the service than what I was told. I called the manager (he had given me his cell phone number), and the manager was defensive, saying I was wrong, that we did not agree on paying for the part, but that I would pay for labor. He totally changed the verbal agreement, and then threatened to charge me for the whole visit, or take him to small claims court. He said this was getting ugly, and that he'd spend too much time on this problem. I've emailed Sears customer service, and we'll see if I hear back from them. I think he changed his tune, when he had to pull in another company for the work, and didn't want to get stuck with paying the other company for the labor, so stuck me with the bill. I had no choice to pay for it. This has left me dumb struck. The manager was on my side last week, and now telling me to take him to court. Why would you trash your companies reputation over a $50 difference?

Company: Sears
Country: USA

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