sears home services Complaint
Sears 90 Day Service Guarantee never honored - among other promises - Kenmore Washer
Last year, Sears Home Services came to service my washing machine and installed $198.24 in parts and charged me $158.36 in labor. Immediately after the service person left, the washing machine broke down again. I contacted the service person and was told if I purchased a new machine, Sears would credit the cost of the parts and partial installation (he wasn%u2019t sure about the portion of the labor credit). I was also advised by the service person not to dispose of the machine as they might want to come back and remove the parts.
I called Sears that same day, explained the problem and ordered a new machine for $1074.74.
Over the course of the next month, I contacted Sears Customer Service several times and talked to different agents to have my credit applied. Eventually one agent promised that I would be receiving credit and told me to expect an e-mail confirmation. When I never heard back, I called again and was told by another agent they could not help me.
Now if the Sears Home Service repair person was mistaken or not authorized to promise that my service credit would be applied to a new purchase, then Sears Home Service still had an obligation in accordance with their 90 Day Service Guarantee to have repaired my old washer %u2013 this was NOT done %u2013 even after a year of my contacting them.
I also sought the help of MasterCard and they were not successful either because Sears told us over a 3-way call that according to %u201Ctheir%u201D records, I refused a service call to fix the old washer. While that was a slippery way on Sears part to weasel out of breach of contract, it didn%u2019t change the fact that they were still not willing to come by and repair my old washer.
Bottom line, it appears to be standard procedure for employees of Sears from the repair dep%u2019t. to the sales dep%u2019t., to all levels of customer service to lie, obfuscate and blatantly rip-off customers. Avoid this criminal enterprise!!!
[But Sears, if you want to make this right %u2013 just contact me %u2013 Service Order # 40901772]
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