I scheduled a repair to my malfunctioning oven via Sears Home Service's website. The next available appointment was two weeks away.
The first appointment was fine - the technician arrived at the beginning of the 8am-12pm window and was at my house for an hour. He didn't have the part he needed, and he couldn't get it that day. He ordered the part and scheduled a return visit in two weeks. I paid him for the labor and the part ($350), and he left me a receipt with the followup appointment on it. A few days later the part arrived via UPS.
Then, two weeks later, I waited from 8 am to 12 pm for a technician to arrive. When no one arrived, I called to complain. I was told that no appointment was scheduled. I asked why I had a receipt showing an appointment, and the rep (Rose) apologized for the frustrating experience and offered to schedule me for another appointment in two more weeks. I told her I wanted my money back, and she transferred me to another department.
I told the next representative my story, and that I wanted my money back. He apologized for the frustrating experience and offered me an appointment in two days' time. I told him that I have to be at work then, but that if they could have someone at my house at 8 am next Saturday, I would wait for that. He said that he put notes onto the file 'not to bump [me]' and to visit me early in the service window.
So here I am, four weeks later, still with a broken oven and out $350.'Frustrating' describes my experience, but the more important word is 'unprofessional.' That's what describes Sears when they don't show up for an appointment scheduled two weeks in advance.
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