Sears home services
Repair Appointment Cancelled During Wait Window, Trip Fee Charged

I called and scheduled an in home repair on a dishwasher. The schedule repair was cancelled an hour into my 'wait window' with no explanation why it was cancelled, only to call the 800 number and reschedule. After speaking with numerous people on the escalation team {Charity, Esther, Rodney, Darren (emp #044541), Mark (Emp # 251650), and John (Emp # 250841)} that even though I took time off of work to sit at home and then was cancelled on that nothing could be done to escalate my repair to the next day. I was told that it would not be 'fair' to cancel on their scheduled customers, even though I was cancelled on during my window of waiting. I got an I'm sorry and was even told 'you don't have to use us!' I was placed on hold multiple times, disconnected, was refused management contact numerous times, and was then told that they still had to charge a trip fee, but if I chose to do the repair, they would discount the cost by $50. That won't even cover a portion of 1 hour that I had to sit and wait.

They rescheduled me on a Friday, the next earliest appointment available, they will probably have to order parts, so I am anticipating at least 2 more 'sit and wait' appointments for nothing. Such a rip off and the company understands NOTHING about good customer service!

Company: Sears home services
Country: USA

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