Sears Complaint - Assault and Batteries by Sears
MEDFORD, OREGON -- My daughter's Nissan Maxima kept quitting on her, and she thought it was her battery. Took it to Sears Auto Center for 20 minute comprehensive diagnostic, which they said indicated bad battery. Spent $116 on a battery, started up the car, drove it 10 feet and it died. The Sears mechanic then told my daughter, "It's probably your fuel line!" It's still in another repair shop, but it's got a $100+ battery (that I now believe it didn't need).
I loaned my daughter our Toyota Sienna van to drive, but the keys had been stolen, so we had to go through the dealer to get it keyed. The dealer left the door open over a 5-day weekend period, so the battery was dead & they jump-started it when we picked it up. The van died at the next stop (locksmith, for second key), so I had to jump start it myself with my Subaru. My daughter drove home and it died again, so I had her remove the battery and, when I picked her up the next morning to drive her to work, she put the dead battery in a box in my car and I then drove to Sears to have the battery charged. The technician, Nathan, looked at it and saw (what I now know to have been a terminal) sitting on one of the posts and he said, "Oh, that's not supposed to be there!" He then told me it would be "most of the day" to charge the battery, but asked me to call him at 5pm. When I called at 5:13p, he had gone home already and the battery was not charged. The auto service center clerk, Christina, told me that the battery must have been "bad" and had kicked off the charger. I asked why no one had called me sooner and she didn't know. I drove there and purchased another battery and asked for the "thin collar" (terminal) that had been on my old battery. The manager, Richard Wedstead, looked in the back and said, "We don't have anything like that and, if it was a terminal, it wouldn't be any good because you must have cut it off the car." My son and I called my daughter, and she said all she had done was unscrew a bolt. Richard then said, "No, you are mistaken; if it was a terminal, it had to have been cut off the vehicle. Besides, we don't have anything like that in the back, as it is hazardous waste." I drove to where the van was parked (at my daughter's house) and popped the hood of the van and took a picture on my camera phone of the other terminal, which bolts onto the cables. So, my daughter was right, and so was I. Sears was closed at this time, so I drove to Wal-Mart, where a helpful clerk looked up the correct battery size and pointed me to a Toyota replacement terminal ($4.24). I went back and installed that battery (by this time it was 9:42pm). The next morning, I was there at Sears at 8am, when they opened. I showed Christina and Richard the picture of the terminal and they said, "Well, yes, that's a terminal." I told them that it wasn't cut off; it was bolted on and I could have solved this with them right then and there, but instead had had to go to Wal-Mart, which was open, to get this resolved. I told Richard Westead that he had insisted this part -- the terminal -- would have to have been cut off and it was actually bolted on. I told him that he had been very patronizing to me, as if a woman might not know what she was talking about. He replied, "Well, what I said was true for 90% of cars." No apology from either Richard or Christina for my trouble. And, Richard produced my terminal -- finally -- but wouldn't reimburse me for the one I had had to purchase because of Sears' refusal to believe me and look for the terminal that had been on my original battery.
Christina and Richard from Sears were patronizing, haughty and disrespectful to me as a female customer. I returned the DieHard battery I purchased and have resolved not to give Sears any more of my hard-earned money, if they are only going to hand out "Terrible Customer Service - with a smile!"