Sears home services
Overcharged for Refrigerator Repair - refrigerato

I had a refrigerator that wasn't working correctly. Since I bought it at Sears, I went to the Sears Home Services website and scheduled a service call. It indicated that the minimum charge would be $65 to diagnose the issue. It also said that a technician would arrive within a time window of 1pm to 5pm.

The gentleman didn't show up until 5:10pm; but I tried to be accomodating and let him come in anyway. About 10 minutes later, he indicated I needed a replacement part and brought in the box that contained the part. I asked him how much the part would cost me and said that I'd just install it myself. Since he had already diagnosed the issue and had the part in hand, I figured I'd stop him there and take the rest of the work on my own... From his description, it sounded like an easy fix to replace a small capacitor. The gentleman wrapped up his stuff, put the refrigerator back together, and left the box/part on the kitchen table.

Again, because I tried to accomodate the gentleman, the time crossed over a previously scheduled conference call that I had to take. So I had to leave my wife with paying the bill. But after my conference call, my wife showed me the bill which came out to $293.99. How did a $65 diag charge and an $80 replacement part get to nearly $300?

Well as I went through the receipt, I found that he had actually charged us $213.15 for labor. So I called the number on the card he left and that's when the real issues started.

It was only 15 minutes after he left the house, but apparently the lady on the phone said he was not able to come back to the house. But apparently on his sheet, it indicated that he actually did the replacement himself; and left the old part in the box on my kitchen table. She said that I'd need to escalate to Sears; since they were the ones I actually contacted to arrange for the service call. This was also a subcontract company hired by Sears.

I called another number and spoke to an individual named Christina from Sears that evening; and she informed me that the paperwork hadn't come through to Sears yet and asked me to wait until the next day (Today). I called today and spoke with another woman named Keyera located in Texas; very nice person. She took my information down, started a case number, and said a case manager would call me back.

At 8:00pm, I received a call from Anassa; yet another person from Sears. She informed me that despite me asking for the diagnostic and part alone, the gentleman had done the repair anyway. So because he did the replacement, she was only offering me back $65... The $65 diag fee that I didn't have an issue with!!! She insisted that it was my fault for not watching the gentleman at all times and that having him come out to uninstall the part would incur even more labor charges to me. Now, again, keep in mind that the gentleman was late when he came. So because I tried to accomodate him even though I had other previously scheduled events at that time; it was still my fault according to her... The customer.

She also said that it just didn't sound right that a person would not want the work to be done by the technician while he was there. But how could you not understand why a customer wouldn't; when you can definitely get someone else to install a capacitor for far less than $148 ($213 labor charge minus the $65 credit she tried to offer me).

Lastly, she tried to tell me that it was my responsibilty to work with the subcontractor to get my money back from them if I still felt the charges were inappropriate. However, please keep in mind that I CONTACTED SEARS!!! I didn't contact this 3rd party... It was Sears who subcontracted out. So why is that my issue? Why am I not being treated like a valued customer by Sears; a company where I've purchased both my refrigerators, a stove and high-tech microwave oven, washer, dryer, automatic garage door opener, Dyson vacuum... All within the last 10 years.

I am extremely troubled by the actions of Sears and the lack of responsibility and courtesy they show to the customer. The service before the sale is phenomenal, but service post-sale is far below what ANYONE should accept.

I am in the process of working with my credit card company and hope to refute the charges. Additionally, I intend to: (1) reach out to the Better Business Bureau to share this complaint, (2) share my story of this encounter on weblogs, and (3) cancel my Sears credit card that I’ve used for many years to purchase items from Sears. It’s just not worth it to be a Sears customer anymore... Too many disappointments post-sale.

Company: Sears home services
Country: USA

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