Sears Home Repair Service Screwed me multiple times...the poorest customer service you can imagine Columbus Ohio

I purchased a Craftsman Lawn Tractor at Sears about 4 years ago. I only bought it at Sears because it's difficult to find someone to come to your home to provide the service. It has been a nightmare since the beginning.

In general, each and every time, they schedule you weeks out, provide you with a 4 hour time slot, and sometimes an 8-5 period when they may show. I schedule maintenance each year at the start of mowing season.

1st year: Showed up for maintenance, but informed me they don't carry the mower blades for my zero-turn tractor yet, so after I took a 1/2 day off of work to be there, they refused to do any maintenance, ordered the parts to be delivered to my home and scheduled me for 2 weeks later, at which time they did the maintenance.

2nd year: When scheduling my maintenance appointment, I specifically asked that they be sure the blades, which are included in their "so-called" special maintenanc package, would be on the truck or to order them, so that they would be here for the appointment scheduled 3 weeks out. They showed up with no blades, and I had to go through the same thing again, ordering the blades and being here yet another 4 hour time slot for the 2nd appointment.

3rd year: Ok, I think I've gotten smart by this time, when actually I should have found another service company. I ordered the 3 blades online to be here for the maintenance appointment that I also scheduled online 4 weeks in advance. The package arrived within a few days. The day of my appointment I called because I never received the recorded call the night before reminding me of my appointment. I was told they had no techs working that day and I would have to reschedule for their first opening 2 weeks away. I demanded they bump someone else back and show up the following week, and finally they agreed.

The service tech arrived and told me he would have to reschedule since he didn't carry the blades on his truck...still. At that point I pulled out the box of my blades and he told me they are included in the cost of the service and I would still have the pay the full price, in addition to the cost of the blades I ordered online. When I told him I didn't care, because I was so frustrated at this point, he opened the box to find that they had shorted me one blade anyway, so again I had to reschedule my appointment for 1 week later.

1 day later my mower breaks down, so I wait nearly a week for the maintenance appointment on a Saturday, in which he does the maintenance and then determines that I need 2 parts which he would have to order to be delivered to my home. He also scheduled the repair visit for the following Saturday between 1-5.

Thursday evening I get a call from Sears, prior to my arriving home, to see if I had received the parts yet. "I don't know, I haven't been home, but shouldn't you know if they've been delivered...don't you track your packages?" I arrive home and no package, so I call the parts service who tells me that the information isn't in the computer, they have to email someone to ask them to call me.

Friday morning I get a call from Parts telling me they haven't shipped yet and it would be another 1 1/2 weeks before they could be sure they would arrive and would have to reschedule my appointment for 2 weeks later...mind you my grass is growing much taller each day.

2 hours later UPS delivers my parts, the ones they told me hadn't shipped. I immediately call the service number telling them they screwed up, I have the parts and I expect to see the service man between 1-5 on Saturday afternoon for the appointment I had scheduled. Oh, but they don't have an appointment scheduled for me and I'll have to wait another week. After I blew a gasket they told me they would get someone out between 8-5 on Saturday, but I referred back to the reason I scheduled between 1-5 is because I have someplace I have to be between 8-10 that day.

I was assured that I would receive a call that evening, the night before the appointment to discuss where I am on the order list, but I only received a recorded call to remind me of my 8-5 scheduled appointment, and that if a tech arrives and I'm not there, they would call me cell number. Well I left the house, with my cell number and a note posted on the door, also with the receipt from the previous week noting that my appointment was scheduled for between 1-5pm and to call me. They showed up at 8:05am, I was not there and they did not call. Screwed again.

I've had it with this place. They do not believe in customer service. I have spent more hours arguing with their customer service people, waiting and stressing over trying to get my mower repaired...it's just not worth it. Don't make the same mistake I did, and please, take all of your business elsewhere. If Sears allows their customers to complain over and over again and never takes any steps to try to correct the problem, they don't need our business, they need put out of business.

Orangecrush
Canal Winchester, Ohio
U.S.A.

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