- Report: #870416
Report - Rebuttal - Arbitrate
Complaint Review: Sears Auto Center
Sears Auto Center3400 Empire Mall Sioux Falls, South Dakota United States of America
Sears Auto Center Marked Up Parts, Over priced Labor, Damaged Work, Lies, and Contemptible Manager Sioux Falls, South Dakota
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Please take time to read my experience as it is very similar to many other Sears auto complaints across the country.
I took my car in for new tires and thought it would be a quick resolve. They are close by my work and the place was empty so I thought it would go quick. (empty should have been a sign).
A break inspection revealed warped rotors and the alignment was off. I was hesitant to allow them to do the work. I did a price check and should have immediately pulled out. Their rotors were $35 above cost, not too mention labor costs through the roof. Since the tires were already off and I needed my vehicle, I let them do it. Now I'm sitting 3x's the original expected cost (mostly in labor) from when I took it in. I want a safe vehicle so I told myself, fine, suck it up.
Later in the day I received a call form a studdering employee. Expecting him to say come get your car I was met with "I have some bad news". He proceeded to inform me they broke my brake calipers while attempting to bleed the brakes. Then he continued on blaming the previous person that did my brakes. The part was unavailable in town and now I would be without vehicle for 2 days. I live far out of town and this was not good news.
Further more he told me how much this was going to cost and I deservedly became irritated and asked if I had to pay for this. He seemed to feel honestly bad and said he'd be speaking with his manager to compensate me.
Next day I called back to get an ETA and some news. He could not provide an ETA only an estimate which is not acceptble when you have to make arrangements for alternate transport. He then explained his manager would not budge and I would have to pay for repairs. PAY FOR WHAT THEY BROKE! I asked to speak to the manager immediately.
I began telling the manager Cliff my story hoping to get some empathy or understanding for my inconvenience. Not once did I hear a sorry, only blame.
When I posed the question 'what do they plan to do to compensate me' he responded we'll fix your vehicle. I asked if I was being charged for something they broke and he said of course and informed me that they broke nothing. Again he started blaming the previous brake job. Although his previous employee told me they broke it he told a different story that they broke a tool not the caliper. I asked for the unbroken part and his story changed now stating that part of it was damaged during the work but not "broke". So now he's not only ignored the customers concern without apology but he's lied to me.
Worn down I said I would pay COST for the part. His response... "I can't do that. We have to make a profit" Is profit more important than a happy customer? More back and forth conversation only returned blame and contempt. I finaly got him to sell me the part for cost which was still higher than normal. He then proceed to admonish me for having the nerve to call and complain when he's trying to make my car safe. How rude is that?
I apologized for being upset but also explained I had every right to be. I could tell this grumpy guy lacked any customer service skills and the customer matters not. I just want my car back so I gave up. I decided to count my losses and find an outlet elsewhere, hence this review.
Sears is going extinct like other department stores of its era. The 1000's of experiences like mine are why. Over priced, dishonest, and unwilling to work with the customer to please them even when they messed up.
This report was posted on Ripoff Report on 04/18/2012 10:39 AM and is a permanent record located here: http://www.ripoffreport.com/r/Sears-Auto-Center/Sioux-Falls-South-Dakota-57106/Sears-Auto-Center-Marked-Up-Parts-Over-priced-Labor-Damaged-Work-Lies-and-Contemptibl-870416. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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