Sears
Charged $65 Service Call While Kenmore Range Parts Took Weeks

I called Sears to report my gas range (oven) was not working and it was explained that a service call would be $65.00 regardless of whether I had it repaired or not. I felt since this was a Sears product (Kenmore), they would either have the product or could obtain it within 1-2 days (at most).

The serviceman who came looked it over, told me the parts would not be available for 1-3 weeks, but if I knew someone handy who could replace the parts, he would tell me where to get them much cheaper. I told him I didn't know such a person.

I asked why it took so long to get the parts and stoves was his specialty repair area. He informed me it was the time it took, and if I chose to have him come back for the same service when the parts came in, I would also have to pay another $65.00 service charge. I called Sears local and national customer service center and was told by their representative that "we cannot be responsible for what are service person said." I asked who could I contact who might investigate what had happened and was told, "I don't know what to tell you.

I am the person you need to talk to." The person said they would order the parts and I would not be charged for the service call to come out and repair it, however I was made to feel like a crook for demanding service for my initial payment of $65.00.

Company: Sears
Country: USA
State: Illinois
City: Harvey

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