Sears Complaint - Pathetic Furnace Repair Service
My mother-in-law is 83 years young. On October 13 of this year she had Sears service her furnace in preparation for winter. During this service call the technician changed the thermostat and then declared everything ready to go.
Fast forward to December 5th. The furnace had not been functioning properly and she finally called the service center on December 6th to set up a service call. She was told they would call back. Didn’t happen. December 7th another phone call and she was told they would sent someone between 1 PM and 5 PM. Service technician showed up at 5:10 PM and after some functionary checks he declared he couldn’t fix it and that they would have to send a different technician the next day. No one called from the Service Center to verify that a technician would be sent and when they were contacted about the appointment they did verify a technician would call between 10 AM and 2 PM. The technician called about 1:30 PM and explained he was in a different town and that he wouldn’t be there until later in the day. He did arrive and diagnosed the problem as a bad safety switch. Had to order one and have it delivered to the house. It showed up on Friday the 10th. The technician came out on Saturday morning around 8:30 AM and installed the switch. From the first contact with Sears until the day of repair was 6 days.
The local temperature during this 6 day time frame was a High of 24o Fahrenheit and a Low of 13o Fahrenheit. Thank goodness for electric space heaters.
Although you could put partial blame on the technicians, the majority of the blame for this fiasco falls squarely on the shoulders of Sears’ system. They proved that their scheduling practice is more important to them than customer satisfaction. Pathetic. Make sure you direct your friends and relatives away from Sears. Find a local reliable service and stick with them.