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sears home services Complaint - sears ice maker repair BUYER BEWARE
sears home services Complaint

sears home services Complaint


sears ice maker repair BUYER BEWARE


I am located in Beacon in New York State.

It seems I made 3 BIG Mistakes:

1. The first was buying a KENMORE Refrigerator from SEARS. 2. The second error was, when the icemaker broke down, calling SEARS HOME SERVICES!

The first available appointment was 10 days later but I said %u201COK.%u201D The day before I got two recorded messages, telling me there had to be someone there, who was over 18. I had chosen the time between 8 and 12, so I was up early on the following morning, ready. A phone call arrived shortly after 8:00 AM telling my wife that we were the first appointment of the day and the repair man was on his way.

Two hours later, at 10:30 the repair man called me. No he didn%u2019t need directions, He had GPS. He was calling to very emphatically make sure that I was aware that if he stepped foot through my front door, I would have to pay $100. I said that I was. He replied %u201CThen you agree to pay it?%u201D I said yes. Then he asked me the whole thing over a second time. Yes! I reassured him that I did understand the terms. Then he asked a third time, %u201CIf I come there you will pay $100, right?%u201D I said %u201CYes%u201D again and He said that, in that case, he would continue to my house.

When he arrived, I explained to him that the main ice maker unit with the motor had gone bad. Eventually he came to the same conclusion, and said he would order another. He also added that he had one in the truck that morning but he %u201Cgave it to his first customer%u201D. The total price to fix the icemaker would be $500, but as I had copied a coupon from the website it would be closer to $400. And the first day he could come back to install it was October 4th two weeks later. That was when I should have said, %u201CNo Thanks! I%u2019ll call a local repairman. But I was in it for a hundred dollars so I was stuck!

That was when I made mistake number 3. I paid him the full amount of the repair up front. Two days later UPS delivered a new unit.

The day before October 4th I got the same recorded call about being 18. The appointment was supposed to take place between 1:00 and 5:00 PM.
It happened that we gave up a social event that Saturday to be there.

Nobody showed up. After 5:00, as we were ready to leave my wife got a phone call from Sears saying the service man was running late , but he WOULD BE THERE! , So we gave up an evening event and waited. He never arrived!

Monday there was no word from SEARS so I called and to my surprise appeared to be talking to someone in India. She informed me that my new appointment was scheduled for two weeks later, on the 18th.
I was naturally upset and said %u201CThis is unacceptable! What recourse did I have?%u201D She was half way through taking my phone number when we were cut off ! So I called again. The second lady t spoke to said she%u201D would have her supervisor call me in an hour.%u201D No call Came!

This is ridiculous! The part has been sitting here for two weeks, and it has to wait two more weeks for the repair man to put it in? So this is SEARS HOME SERVICES!

I called again the next day, Tuesday and insisted that the Technician connect me with his supervisor. His supervisor, Bob, said all the right things , and promised to call me back with an earlier appointment in two days. That was 12 days ago. Obviously I am not going to hear anything .

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gmccary says: (5 years ago)
Regarding repair of my Mother's Refrigerator: Mother bought a 6 year service agreement and has been happy with the Sears Repair until February, 2015. Mother's refrigerator & freezer stopped working completely, and she called for service on February 25th. When she called on that day, Sears told her that the first appointment available would be March 25th. I called to confirm what my Mother had said and the service department confirmed that the first available date was March 25. I feel like this is an unreasonable length of time for anyone to be without their refrigerator especially when the customer has a service agreement with the company. I hope that someone in Management at Sears will read this and try to correct the situation. The area that needs additional service technicians is 30 minutes from Tuscaloosa----Centreville, AL 35042. Thank you for your attention to this problem.

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