Sears Complaint - Broken Hood Latch!! - HORRIBLE CUSTOMER SERVICE
YUMA, ARIZONA -- December 28, 2009-6:00 p. m: Myself and a friend, arrived at Sears, in our town to purchase 4 new tires for my 1999 Volkswagen Beetle. About an hour or so, prior to that, we had an oil change done. Earlier during that day, my friend had spoken to Dave (the Manager of the Auto Shop area) on the phone, regarding prices of tires, etc. Dave quoted her a price on tires, and assured her they had 4 in stock.
When we arrived at the store, we were assisted by one of the Associates, Jonatthan. Dave had gone home for the day. Jonattan advised us that they did not have the tires in stock that Dave had talked to my friend about.. He helped us by looking for some other tires, and we decided on another set that was on sale, and in stock. We also agreed to have an alignment, tires balanced, and a free inspection on our bug to see if it needed anything else.
We were in the waiting area, and after an hour or so, Jonattan came back and advised us that they had looked at our bug. He then proceeded to give us an estimate of things/work that my bug supposedly needed. That amount totaled to about $700.00. The first thing he mentioned to us was that we needed an oil change. We were surprised because we had just gotten an oil change prior to arriving at the store. Needless to say, it bothered us that they told us that. It made us wonder how many other times they have done this to other customers!!
8:00 p. m.: Jonattan called us back to the shop because there was an issue. My friend walked back with Jonattan. I was very tired of waiting, and I didn’t feel like going back there, so I stayed behind in the waiting area. As they were walking to the back, I overheard Jonathan telling my friend, “What’s wrong with your latch? It’s broken”. She then told him “What do you mean? No it’s not”. While in the shop, she SAW the techs poking at the latch area with screwdrivers. They advised her that the hood would not close. My friend also tried to close the hood as well, and it wouldn’t shut.
Jonattan then called another manager to see what could be done, as it had been confirmed that the latch was indeed broken on my bug, and my hood would not close. Since it was closing time, they asked us to come back the next morning and talk to Dave the Auto Shop Manager to see what could be done. We were extremely upset because of what the techs had done to my car. We drove home with my hood that would not shut properly, and my latch dangling. It was very obvious that they had broken it. There is absolutely no doubt in our minds that the hood to my bug was working properly prior to this incident!
December 29, 2009-1:00 p. m.: My friend and I returned to the shop to talk to Dave. He asked us to pull the vehicle up to one of the stalls. His techs started working/looking at our hood. After about an hour or so, he called us back and advised us in a very sarcastic manner, that “His guys did not break it, and that they were not going to fix it. He said I will fix this (pointing to the top part of the hood), but we will not fix the latch part, because we did not break it”. He also tried to tell us that my friend had broken it when she tried closing the hood the evening before!! He gave us some more excuses as to why it wasn’t their fault. He also tried to say that the latch had not been installed correctly to begin with. I’ve had it for a year now, with no problems at all!
We were extremely upset at the way that he was talking to us, and also because he tried to tell us that it was my friend's fault. That she had broken it. It was very obvious that our hood was closing perfectly fine before arriving at the shop the prior evening. So in other words, we drove in with a perfectly working hood, and came out with a broken latch, and a hood that did not close.
Dave then proceeded to give us a number to call (1-800-549-4505). The last question he made to us was, “So you’re sure that your hood was working correctly before bringing it here?” We told him “Yes of course!” then he told us “Okay, I’ll talk to my techs!” That was the end of our conversation.
1:46 p. m.:I called the Sears 800 number and spoke to Cindy. I explained what had taken place. I also told Cindy that I was afraid of driving on the freeway because I had to take it to get to work, and I was concerned about the hood flying open or something. She apologized, took my information down, and advised me that she was going to submit my complaint, and that someone would be contacting me in 24-48 hours.
3:13 p. m: I called the Sears, and I was transferred to the Store General Manager. As I was speaking to her, she advised me that she was aware of the complaint, and that she had it noted that according to the Auto Shop department, it was our fault and that we had broken the latch on the hood. I advised her that the statement was incorrect. She was very unprofessional and quite rude and used a tone that tried to belittle me, and I did not appreciate that at all.
December 31, 2009-1:02 p. m.: Once again I called the Sears 800 number to find out what the status of my complaint was. This time I spoke to Cindy, who advised me that District Managers would not be available until the following week, due to the holidays, and that someone should be contacting me then. She reiterated to me what my complaint was, and what the store had corresponded, which was of course, that they did not break my latch and that it was our fault. She then advised that I should contact the Operations Manager at Sears.
2:02 p. m.:I called the store, to see if she was available for me to speak with. I was advised that she was out until the following week, due to the holidays.
January 04, 2010- 3:52 p. m.: After waiting all day for a call from the District Office, I called the Sears 800 number. I was connected to Linda who was extremely “nasty” to me, and very unprofessional. She also reiterated to me what she had noted as my complaint, and the response from the Auto Shop (which was by the way, totally incorrect). The store stated “That they had talked to ME, and that I had said the latch was broken previously, and that I had broken the latch when closing the hood”. I corrected Linda on the fact that I was not the one they had dealt with, but rather my friend.
I did advise her that the statement was totally incorrect. She then told me that my complaint had not YET been submitted to the District Office. I was very upset at the fact that they had treated my case as if it did not matter. She then advised that she would submit it to District Office and that a District Manager would be contacting me in 2 business days. I asked her who the District Manager was, and she said “she didn’t know”, and refused to give me a name.
Linda also advised me that she recommended calling their insurance. She gave me their name and phone number (1-800-352-1521). Her demeanor and customer service relations were absolutely horrible and rude.
5:30 p. m.- Once again the both of us went in to try and talk to a Store Manager in hopes of getting something resolved. We were able to talk to the Operations Manager. She was extremely helpful, and we appreciated her attention and concern. We explained everything to her once again. She advised we fill out insurance paperwork, get estimates, and take pictures, and gave us Corrine’s name so that we can submit our paperwork to her.
January 6, 2010 - No call received from District Manager. I was advised by Linda that I would be receiving a call from someone today.
January 7, 2010 - I did not receive a call from the District Office/Manager today either. I am at work all day, and I don’t have time to call that office everyday. I really don’t think I should have to, especially after I was assured my complaint would be submitted and that someone would be contacting me. It’s been a couple of days already. This is extremely disappointing.
January 08, 2010 - Went in to the store to submit our insurance paperwork. Of course, Corrine was unavailable. We submitted our paperwork along with pictures as advised earlier during the week. Ruben advised he had to take pictures himself. As he was doing that he said they had mentioned to him, "something about a wire". We had no idea what he was referring to, and wondered what that had to do with anything. He showed us a little wire on the latch (shown in the pic). The point was that they broke the latch to my hood, and now my hood won't shut properly!! It was fine before taking it in there, and they are only trying to make any excuse they could, to say that it was our fault!
January 11, 2010-I have yet to hear from anyone at the Sears Auto Shop Deptartment here in town, or their District Office.
Since December 28, 2009 I have been driving my vehicle with the hood not shutting down all the way. I am concerned it could pop open and that something could happen.
Just about everyone from this company that we have come in to contact with (aside from the Ops Manager), has treated my friend and I with such disregard and unprofessionalism, that it really makes me wonder if these employees don’t realize that ethical behavior is demonstrated not only in how they act toward others, but also in how they treat property that is brought to them.
This has been a horrible experience!
Broken hood latch on our car after being serviced by techs