Sears Repair Service Complaint - No customer service - Repair of a ice maker in a refrigerator

Review by lotusleaf on 2010-11-03
We called Sears Repair Service to come in and fix an icemaker in a refrigerator. They came in and charged us $290 ($203 for "service" and $80 for parts).

The fix did not work so we called them to come in again. They set up an appt for 10 am. At noon no one came and no one called. We called them and they said they would be there at 2 pm. 2pm came and went and they did not come nor did they call. At 4 pm we called again and they promised to come out at 7 pm. No one ever came and no one ever called.

I wanted my bill adjusted since they did not provide the repair and there was no service. I fought with the dispute department for more than a week and they were very un-customer friendly and not helpful. After much agitator and arguing, they adjusted the bill by $65 but would not budge on the remainder. I do not recommend anyone use Sears Repair Service as they just do not care. When you call they will listen but they are adamant about their charges and will not budge. Do not let them into your home. They are the worst! Do not use them!!!
Comments:3 Replies - Latest reply on 2010-11-03
Posted by tnchuck100 on 2010-11-03:
You did not indicate your method of payment. If it was by credit card file a written dispute. Sears is counting on you to roll over and take it. Don't.
Posted by SearsCare on 2010-11-03:
Dear lotusleaf,

I'm terribly sorry for your disappointing and frustrating repair appointment with us. Our goal when servicing your items is to exceed your expectations and we clearly fell short of that. It is not acceptable for anyone to have to go through so much hassle for a service call and I completely understand your frustration with not wanting to pay for something you did not receive. My name is Scott and I'm with the Sears Social Media Support Team; we'd like to help. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the fridge was purchased under and we will call you at your convenience. In addition, include your screen name (lotusleaf) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team
Posted by SearsCare on 2010-11-03:
Dear lotusleaf,


My name is Dianne and I'm with Social Media Support Team. I found your post here and I wanted to reach out to offer help and information. I'm sorry to hear that your ice cube maker failed. I know being without a basic appliance, especially a ice cube maker, is frustrating and inconvenient to say the least. I'd also like to apologize for the no call/no show by the service technician. A no call/no show is unacceptable. Appointments are often rescheduled due to a tech not being able to make all calls on a route. Techs cannot simply leave one appointment they are in the middle of working on to make the next call. We wouldn't do that to you or any of our customers. Also, in regards to appointment availability, our techs service nationwide and each tech's route may cover up to 150 miles in a day! Given this, our availability can be stretched thin; I'm sorry.
With all this being said, we'd like to look into your problem and assist you. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist. Please provide us a contact number and the phone number the refrigerator was purchased under and we will call you at your convenience. In addition, include your screen name (lotusleaf) in the email so we can reference to your case.

Thank you,
Dianne D.
Social Media Support Team


Your Name:
(displayed with your comment)
Your E-mail:
(required)

Your Experience/Advice:
Check spelling


By clicking submit you agree that you have read and accept the Terms of Service & Privacy Policy.


Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.