Sears Roebuck and Co - Breach Warranty
Replacing Brake Pads - Complaint
CHESAPEAKE, VIRGINIA -- I had brake pads install at the Sears in Alexandria, VA, and began to hear sqeaking in brakes took it into Sears in Cheaspeake, VA with invoice. Customer Service was very bad. Waiting the first day, July 9 for 5 hours for the Manager, to tell me that the wrong pads was put on car. It is a 2008 Dodge Charger, after detemining that it was the wrong pads on car, I was asked to come back on July 10th, this would allow them to follow up with the Sears Auto in Alexandria. Once I arrived on the 10th, it took approx. 2 hours for them to check the rotors because they didn't have the tool to measure the width of the grooves in the rotors. After that was done, I told them to just replace the pads and I would have the rotors taken care of later. Needless to say that I left unhappy, they did not replace the wrong pads that was put on the car initially so therefore did not fulfill the warranty agreement and indicated on the invoice and store policy.
I feel I should be reimbursed of the expense of $350.00 or at least half because the pads were wrong from the initial visit and the mechanic should have known that before installing the pads. All I was expecting from this was to have the pads replaced. But instead I waited for two days with no result.To be told that I needed new rotors and that they DID NOT replace the pads. They should have recommended replacing the rotors and just replaced the pads as I requested. I still have the wrong pads on the car, with a warranty from Sears to replace if there was a problem. Now I have to seek services and duplicate what I have already paid for. This is a problem. If you have further questions, I can be reached at 757.633-2573. Not only that, I witnessed customers having to wait for oil changes and installations of batteries for more than 2 to 3 hours. There were no organization, order or even customer service, checking back with the customers to let them know that it was a long wait or even letting them know the status of their wait. Customer service will definitely cause the company to loss a lot of business. For myself, I would not recommend anyone to Sears auto service, not even for an oil change.