Sears Complaint - Stay far away from Sears for Appliance Repairs
MONTGOMERY COUNTY, MARYLAND -- Prior to my most recent experience with Sears appliance repairs, I've always been favorably impressed. I've purchased many Sears appliances from refrigerators to the central air conditioning unit that leads me to this complaint and have never encountered a problem. Prior repairs were made professionally and to my satisfaction. Now, however, I've found out how little regard Sears has for its customers when things go wrong.
I called Sears after the air conditioner leaked. They sent a technician, who said that the problem was a too-thick filter that blocked air flow and caused the coil to freeze. He replaced the filter, checked the freon (which he said was okay) and left. The air conditioner, however, continued to leak a large amount of water, flooding the unfinished portion of the basement and damaging furniture stored there and leaking into the finished portion, where it soaked the carpet, leaving it a sodden, smelly mess. Naturally, I called Sears the early in the morning the very next day so that someone could come to complete the repair properly. I was told that no appointments were available until three days from my call. I explained that large amounts of water were leaking out and damaging my home, but Sears refused to send anyone, claiming it was impossible. When I asked to speak with a supervisor, my Kafkaesque experience began. I was transferred to a variety of people, all of whom were very polite but completely unhelpful. I explained that if Sears could not come that day, I wanted them to cover the cost of retaining another repair company because the situation was emergent. I was transferred around and around, and eventually was cut-off. I called back and got the same rigamorole ending with a transfer to an office that was closed. I called again, this time simply to cancel the repair that was scheduled and was met with the same run-around. When asked for why I was cancelling, I explained the circumstances, was transferred to yet another polite but entirely unhelpful person, placed on hold for twenty minutes and then cut-off. I called again to cancel and had the same experience, leading me to conclude that this is a deliberate tactic that Sears employs when it wants to get rid of what it regards as an annoying customer. Meanwhile, I am out nearly two hundred dollars for a completely useless service call and the damage to my property mounts.
I am done with Sears. I will never purchase another item from this company nor will I ever use their repair service again. I advise all who read this to follow my lead. Give your business to a company that finishes what it starts and makes good on its promises. That definitely is not Sears!