WARWICK, RHODE ISLAND -- I special-ordered 4 new tires at Sears in Warwick, RI and had them mount and balance them on my Subaru. When I got the car back, all four rims were chipped and gauged around where the nuts were removed and the tires were making an audible rubbing noise on corners. I had to make 2 trips back since the manager was not in the first time. On the second trip, the manager spent less than a few seconds looking at a single rim before declaring that the damage was oxidative (This entire "inspection" was recorded).
The car was brought in to examine the rubbing and the head technician showed that they had been rubbing on the suspension and said there must be a problem with that, not the tires. The car had just been inspected and serviced 1 month prior at a Subaru dealer, including a replacement of the front sway bar links. Despite the fact that the tires stopped rubbing after the head technician re-seated them, the car was brought to the Subaru dealer again who said the suspension was fine and that the tires were no longer in a position to rub. They assumed that the original technician at Sears had seated them incorrectly given the damage to the rims.
The manager at Sears did nothing to explore the situation with the technician and, when I said I was going to take it up with Sears' main office; he said "Go ahead, you'll just be dealing with me again". My insurance company appraised the damage at $736 and I submitted a complaint with Sears. I was bounced around for weeks until it landed with their claims division. They sat on the case for a month despite several calls to the officer who actually replied that she hadn't "even looked at the information". I give her points for honesty, but she was still very unprofessional.
She eventually offered 50% of the appraised value and I submitted a complaint with the BBB. The person from Sears who responded wrote the following incorrect/dishonest statements: 1) The car had over 200,000 miles (it was just over 100,000), 2) the suspension was faulty (inspected before and after tire installation and found normal), 3) An alignment was declined (the salesman told me it wasn't necessary given the recent service), 4) The wheels' damage was thoroughly inspected before being declared oxidative (recording times less than 7 seconds from leaving the building to the manager's first statement).
The BBB eventually ruled the complaint unresolved given the fact that Sears' claims division is separate and suggested small claims court. However, given that the company is in Illinois and I'm in RI, this didn't make much sense for me. So, I'm left getting 50% of the damages and venting on this site. I have since found other postings from people who had the exact same damage and I just hope enough people read this that it doesn't happen to more people. It seems very clear that Sears has no plans of making an effort to prevent it at their level.
JANESVILLE, WISCONSIN -- Now after going back 5 times to this place, Sears auto Center, in Janesville Wisconsin I feel something needs to be said. I took my Grand Prix to Sears on Tuesday, they had everything all set, I came back after work and nothing was done on my car, and they didn't even bother to call and inform me. They didn't do work because my rims have a locking stud on them, so I took it back Wednesday and they did the work. I again picked up my car, paid $321.98 for the service of two new tires, oil change, front end alignment, and an air filter.
I was in a hurry to get home, I looked at my car when I got home and there was greasy hand prints on my trunk where they shut it and a greasy hand print on my front fender and my special instructions of having new tires in the back and old ones in the front were not followed either. I wasn't impressed to say the least. I took it back, they wiped off the grease, then I talked to the General store manager and she deducted 10% off my bill for the inconvenience. I took my old tires out of the trunk to dispose of them and I saw there was a broken lug nut and stud just sitting there, after looking around I saw I was missing a stud and a lug nut, off one of the tires they changed!
Irritated again, they said they would replace it but it would take a day and they were still going to charge me to fix it!!! I was not informed about this and am still irritated. I told them that I was not waiting a day and I'm having my mechanic fix it and I'm going to bill Sears. The General manager said that was fine. I took it to my mechanic and when he took off a lug nut cap cover thing, another lug nut came with it by hand! So it turns out I only had 3 lugs on there out of the 5. Unsafe practice, I'm not laughing and neither will they.
I hope I don't keep finding things wrong that shouldn't be. Among other things I wouldn't go here again if they paid me. I understand that my car isn't brand new or what not but would they rub greasy hands all over a new white Mercedes or Cadillac?? I don't' know what the difference is but I'm upset especially since they endangered my safety since I drive over 600 miles a week!
ORLANDO, FLORIDA -- Gross negligence at Sears Auto Center Florida Mall and ** in losing our keys and car remote. Sears Executive Offices ignoring their own documentation regarding the towing back to their facility of our vehicle within 36 hours of sending us on our way in a vehicle for which they mounted tires, but failed to check the tire pressure, the tire subsequently going flat when we discovered it completely flat in the driveway June 6, a.m.
Orange County Sheriff Office police report filed against Sears on June 4, 2013 regarding our lost / stolen keys from Sears, estimate for replacement as requested by **. in the Sears Executive Office ignored, Sears Tire and Auto Center at Florida Mall managers misrepresenting (aka lied about) the events that occurred on June 4, 2013 and June 6, 2013, provocation by ** for us to take legal action against Sears. Per other mechanic documentation and legal counsel, we have been advised that these are serious negligent and fraudulent activities meriting legal action against Sears and are now in pursuit of legal damages against Sears Auto employees and Sears.
WEST MIFFLIN, PENNSYLVANIA -- The old Honda finally needed some tires for the rear since the pair on there were 6 years old (way too long to leave tires on a car). So I called Sears Auto Center in west Mifflin, PA, on Friday and asked if they were busy. I'd already spotted a pair of Cooper tires online at a good price and since the car is just for local use I didn't need an expensive pair. The fellow who answered the phone, Chris, said to come on down and they could put them on while I waited. When I got there, the fellow (might have been Chris - I really wasn't paying attention) said he thought there might be something on sale, so why not take a look?
He had some Michelins (I've always had good experiences with that brand) on sale for $100.97 per, which was only about 10 dollars more than the Coopers (they also had a 90,000 mile rating). Normally, these particular tires run around $150, so I decided to take the deal. My time in was 12:15 and by 12:42 they had the tires on and the car ready to go.
Friendly, quick service, the magazines in the waiting room were good and the tires were a darn decent price. The car drives better and it's safer now, as well (the front has a pair of 1 year Bridgestone's with a 60,000 rating - I don't know why I got cheap and waited on the rear ones - not a good idea!) Well done, Sears Auto Center #6177 in West Mifflin, PA. I doff my Derby (I actually do have one, by the way) to you for making my Friday the 13th a fine day despite its reputation!
PUYALLUP, WASHINGTON -- My wife's car needed a front end alignment. We asked the sales clerk if they could take a payment over the phone from my wife's trust fund. We waited almost three hours for the work to be done and when we called for the trust fund to pay they told us they would not accept the card number over the phone and that they would only take a Sears card over the phone. Needless to say my wife, our week old baby and I were stranded until her mother could come and pay with the trust fund de card. Not only that but they took 2 hours to do the work when it should take only one hour.
KANSAS CITY, MISSOURI -- Did a lot of calling around and was given a price from Tires Plus. Called Sears stores and got a hold of sales representative (**) and agreed to price match the Tires Plus price. Arrived at the Sears store and contacted (**) as agreed to and he immediately tried to change the agreed upon price to a higher price. I reminded him of our conversation he stated he did not believe the Tire Plus price was true and I told him (**) that he could call the Tire Plus store and confirm the price. The sales Rep reluctantly agreed to the tire price and the vehicle was left at the store.
Started to drive away and became then decided not to do business with Sears due to being called a liar by the sales representative. Recontacted ** and told him I wanted my vehicle back, at which time he again told me he did not think the price I gave him and the price matched was correct. Nothing like being told you're a liar twice by a Tire store Rep. Immediately went to local tire retail business and gave them my money. Will never use a Sears Tire store again.
FREDERICK, MARYLAND -- In March bought 4 tires from Sears, Frederick, MD in August, one tire had a puncture from a very large screw, took to Sears said it could not be plugged had to buy another tire. After one day tire light comes on, losing air in tire, back to Sears which is not right around the corner, a 40 minute trip and then another hour or more waiting for them to determine what might be wrong. They said they could not find anything wrong with the tire didn't check the plug to see if it was bad, sent me off. Constant putting air in until I could get back to that poor excuse of an auto store
They were not busy, heard the salesman tell someone on the phone that, but for some reason, maybe because I told him at 11:00 I needed to be a soccer game at 12:00 is why with no cars in the bay area it took over 1 hr. He deliberately held off my car, "**", funny I never asked for the complimentary wheel alignment which made the stay longer. Oh, by the way if they had fixed the problem on my second trip it would have been done but they didn't. He should be reprimanded for his actions, and for Sears, never, never again unless it's the Sears in Hagerstown, MD. Wasted very valuable time and a large amount of gas, for total incompetence.
GAUTIER, MISSISSIPPI -- Do not go to Sears Auto Center. Midas and plenty of other Auto Centers are in Gautier for use. Sears Auto Center leaves customers unattended, misinformed, and has a shaky call back protocol for letting you know your ticket is completed. Today I was left in the waiting room after I asked an associate about my ticket. My ticket is extremely simple... a "loose tire" (Aka, not on the vehicle) has a leak from a nail/screw. All that had to be done was remove the nail/screw and plug the tire.
It has now been four hours since dropping the tire off and it was STILL not completed. The associate, after being queried about my ticket, walked into the garage... talked with some friends... smoked a cigarette... and disappeared. Leaving me in the waiting area for a measure of thirty minutes. I became impatient... easily walked to my tire... saw the nail... noticed nothing had been done and left. I will NEVER go back. I hope I reach to enough people to avoid your time/money trap. I hope your business fails.
LANCASTER, PENNSYLVANIA -- About 6 months ago or so I was battery comparison shopping. I stopped in one morning at the Sears Auto Center at Park City Center in Lancaster, PA. I was the only customer in the store. I looked at the battery display and had a question. There was a Sears employee at the service desk looking over some paperwork. I stood there in front of him for a full five minutes. He saw me and completely ignored me. I guess his paperwork was more important than a potential customer.
Needless to say, I left the store. After that experience I sent a complaint letter to the Manager of this Sears Auto Center. No reply. I then went to Sears website and complained there. I received a robo-reply but never received any response from Sears. Sears has lost a customer. I will never go there again. Their customer service stinks!
It is borderline offensive to not provide a more accurate time for a home appointment and beyond offensive that a customer who spent nearly $1800 for a riding mower in need of repair is not even provided with the most basic information of which number they are on the repair person's route. Taking advantage of a customer repair need is something that even the cable companies have stopped doing. Clearly Sears is not interested in making any service or policy adjustments whatsoever to remain competitive in today's shrinking consumer marketplace AND has absolutely no regard for the time that is wasted waiting around for them to grace you with their presence.
It is unlikely that I will ever again purchase a high dollar item from a company that is unconcerned with the level of customer inconvenience that is created by its service offerings. Perhaps the worst part is that no one I spoke to seems to gives a damn. They see nothing wrong with their wasting your entire day. I wonder how they would react to this being done to them. It is now almost 3 PM and my repair tech, which was scheduled from between 8 AM and Noon, has still not arrived. How can this company stay in business???