Sears Complaint - Terrible Service
In 2008 I purchased a new furnace and air conditioning system from Sears.
Even though they were the highest price quote, I went with them because I thought I could trust them for quality product and service. What a mistake!
At first had problems with the furnace not working, and I guess because Sears does not service the products themselves had to wait days for someone to look at it. And I took a couple of times before it was finally fixed.
Then last year I phoned them about the air conditioning not working. They said someone would call in the next few days to come over and look at it.
Well no one called, and since I was going in the hospital then, I didn't bother with it again that year.
So I called again this year, and they said to be at home on July 15 for someone to look at it. So I'm another day off work waiting for someone, I get a phone call from the people doing the service for Sears saying we can't come today, we will come next Wednesday. Well I just hope they come on Wednesday, because if they don't, I'm going to loose it!
Company Response on 7/20/2011:
Dear bissed off-151930:
We found this post and I wanted to reach out and express our concern and our deepest apologies for this situation. When we set up a service call, we anticipate that we can get the service tech to your home and the service completed within the time frame we give you. The issue with your service was most likely because a technician was held on service appointments that took longer than expected. We can’t ask a tech to leave a job partially done in order to make the next appointment(s). We wouldn’t do that to you or any of our customers. We also can’t know how long a particular job is going to take until the technician gets to the job and diagnoses the issue. Many times it takes longer because we are not going to cut corners for the sake of time. This does cause delays on occasion, but sacrificing quality for time is simply not an option for us. Of course, this is not an excuse, just an explanation. That being said you should have been contacted and added to the next day’s route, or the first route you would be available for due to the cancellation. We certainly would have liked to have serviced your air conditioner last year but are very happy to come this year to help with your air conditioner. We would like to talk with you to see how we can make this right for you and make sure that your current appointment is met.
My name is Susan and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at firstname.lastname@example.org so we can get this resolved for you. In the email, please provide a contact phone number and the phone number the air conditioner was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (bissed off-151930) you used to post on this site, for reference to your issue and we do look forward to talking to you soon.
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