Usacomplaints.com » Real Estate » Complaint / Review: Sears home services - Sear Repair is HORRIBLE!. #953833

Complaint / Review
Sears home services
Sear Repair is HORRIBLE!

To say I am extremely disappointed in my recent repair request (s) from Sears would be a huge understatement!!! The facts are:

Our less than 2 year old, $2000 Kenmore fridge quit cooling on 9/3. The fridge has a 5 year "sealed refrigerant system" I called Sears and they scheduled an appointment for 9/12 (9 days after the initial call).

On 9/6 I called and asked for the appointment to get done sooner. The first person, Charlie, told me I did not have a 5 year warranty, tried to sell me an extended warranty and got irritated with me when I asked to speak to his manager. After the third time of asking to speak to his manager and stating it would be the last time I asked I was put on hold for 20 minutes before I hung up!

Again on 9/6 I called and got Lydia and asked to speak to a manager. I was again on hold for over 20 minutes with no answer. I hung up again.

Again on 9/6, I called and asked Lewis for his manager. I was again on hold for more than 15 minutes before I hung up again.

The last call on 9/6 was with Dave who was helpful to reschedule my appointment to 9/9. To recap I had to talk to 4 different people to get my appointment moved up before I was out a fridge for another weekend.

On 9/9 the tech showed up and couldn't fix the firdge. He ordered parts and said they should be here by 9/13 and I could move the appointment he scheduled on 9/19 for sooner when the parts arrived.

The parts didn't arrive until 9/15 and 9/16. There was no chance to move up the appointment scheduled for 9/19.

On 9/19, a different tech came and states that the parts can't be put into the fridge until he uses dye to check where the leak is coming from. He also states that the first tech should have done this. I ask him to install the parts since they are here and to attempt to get my fridge in working order. He states that he can't do that as it is against the policy (apparently Sears has a policy about taking a chance, fixing a problem and making a customer happy). He states that this dye needs to be in the fridge for 4 or 5 days and then he can come back. He schedules an appointment for 9/28 (9 days later and 25 days after my initial call to Sears).

Again on 9/19 I call Linda at Sears Customer Solutions stating my problem and asking what can be done to resolve the problem today. Linda tells me I need to call back tomorrow to try to get the appointment moved up but it appears unlikely. Linda also states that the tech that came today could have installed the parts if he would have called and checked. I had asked the tech if there was any way these parts could get installed when he was here and I was told no. I also asked Linda what happens if the tech can't fix the fridge at the next call. She stated that it would possibly be approved for a replacement. She stated that process would take 3 days to get approval once the tech came back.

At this rate, it will take a minimum of 28 days from the original repair request phone call to get approved for a replacement. I don't even want to think how long it will take to schedule a delivery!!!

Somewhat luckily for me, the first day the fridge went out I went to my local appliance store to purchase the cheapest fridge they had to get me by and I would later put it in my garage or sell it. The owner told me that I didn't want to do that and that he would give me a loaner fridge and send someone out that afternoon to take a look at the problem. That is what I call customer service!!! Sears - take a note on this!!!

I ask Sears - Is waiting 25-28 days (or more) to get a fridge repaired an acceptable and reasonable amount of time to wait???

Based on my experience I will no longer be a Sears appliance customer and I will also let all my friends, relatives and aquaintances know the facts of what has happened and why they should also NOT PURCHASE appliances at Sears under any circumstances!!!


Offender: Sears home services

Country: USA

Category: Real Estate

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