Sears
Auto Center Misdiagnosed Battery as Alternator Problem

This is the letter I wrote Sears:

Dear Sirs, I arrived in TN after a 6 hr trip from Savannah, Ga. with my three kids, after having to charge my 5 mth old battery in a Kroger parking lot (my husband is deployed to Iraq). The van made it to TN fine, but my sister encouraged me to let her mechanic look at it. I brought my van to my sisters' trusted mechanic on Dec 28,09, where it was confirmed that I had a bad battery.

Since I purchased the battery at Sears, I brought my van into Sears at Hamilton Place Mall in Chattanooga the next day, and told them the battery was bad and asked if they could check it and change it. Anthony is the salesclerk who helped me. The first impression I received was of a man with dreadlocks (which is not the problem), his pants hanging off his rear, and complaining about wanting to go home. I felt as though I was a bother and that he really didn't want to help me.

It was definitely not a good first impression for Sears. After about 1.5 hrs, I was told that it was the alternator - not the battery that was bad, and that it would cost over $300 w / installation. I insisted it was the battery and not the alternator and asked if the battery was checked and told him that my sister's mechanic said it was the battery. I was told that the battery was not checked, because once a problem is diagnosed the machine stops and they don't go any further.

I asked if they would check it anyway and he insisted that he couldn't. I called my mechanic in Savannah, Ga., who had just serviced my van a few days before my trip, and told him the symptoms, and asked if he noticed any problems with the alternator. He said it sounds like the battery and not the alternator and that if it was the alternator, a light would be lit on the dashboard - and there wasn't.

I was so fed up by this time, I told Anthony he was trying to take advantage of me and that I would drive all the way back to Savannah with a bad battery, and take it to my mechanic whom I trusted. Anthony did not seem to have a problem with a woman and three kids driving 6 hrs with a bad battery. I did not receive a print out of the test showing that I had a bad alternator and didn't think to ask, but was told by my mechanic that I should have received one.

The next day my sister insisted I take it to the Sears in Hixson and said they were honest there. I took it in and reported my complaint to the General Manager - Tim. After a few hours we returned to find that they had confirmed, that the battery was bad and that there was nothing wrong with the alternator. They gave me a brand new battery and apologized for my experience at the other Sears.

Since the team at the Hixson Sears had a completely opposite diagnosis than the team at Hamilton Place, one of them was lying and since I have the printout from the diagnostic test from the Hixson Sears, I'm inclined to believe it was the team at Hamilton Place that was trying to take advantage of me. I am writing to make sure that no other woman, or any man for that matter, will have to go through what I have had to endure.

It is appalling that there are those who would try to take advantage of a woman and her kids - whose husband is deployed, fighting for our freedoms - especially in hard economic times as these. That experience has definitely warped my view of Sears and I will make sure I tell everyone I know, of my experience. Since my husband commands about 5,000 soldiers and their families, many people will hear about my experience. And since word of mouth is the best advertiser, I don't think the service I received from Anthony and his crew, is the service you want your customers to receive, or hear about. Thank you for time and effort in making sure this doesn't happen to anyone again.

Company: Sears
Country: USA

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