Report: #939405

Complaint Review: Sears Home Services

  • Submitted: Tue, September 11, 2012
  • Updated: Tue, September 18, 2012
  • Reported By: John — Gainesville Florida United States of America
  • Sears Home Services

    Gainesville, Florida
    United States of America

Sears Home Services Sears Roebuck & Company Repair Service Ripoff Gainesville, Florida

*UPDATE Employee: Sears Cares

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Kenmore refrigerator quit cooling.  Kenmore/Sears service was setup online.

Although I said I would pay when the refrigerator was fixed, payment in advance was required by the serviceman.  I paid him with a Bank of America credit card.

He told me the part he ordered would be sent to me within a few days, but the date he gave me to return was some 10 days later.  So I did without refrigeration for 12 days before he came back to finish the repair.  He left my home saying the refrigerator was "fixed", and I would have a cold refrigerator within 12 hours.

24 hours later it was obvious the refrigerator was not working.  I called to have someone come back to fix it, and was told I would have to wait 4 days more to have my refrigerator fixed.  I called them and followed it up with an email, stating I would have to call someone else to fix it unless they could come back sooner than four days.  They declined.  The first repairman I called said he could be there the next day, and he found the Sears repairman did not defrost the unit as was necessary to get it to cool.  After defrosting, the refrigerator began working properly.

I then notified sears via email that I had paid someone else for a service call, and asked them to reimburse me.  I received no reply.

I then sought help from my credit card company, Bank of America, who refused saying that I didn't give Sears an opportunity to correct their error.  I asked the Bank of America representative, Marcia, "Does that mean I have to wait no matter how long for them to correct their error?"  She said, "YES".  I said, "Even if I have to do without a refrigerator for a month or longer?"  Again, Marcia said "YES".

I don't believe they are correct, and I will never buy another Sears product, because reliable service after the sale is now non-existent.

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Updates & Rebuttals


#1 UPDATE Employee

Sears Cares

AUTHOR: Searscares - (U.S.A.)

Good afternoon John,

I came across your post today and wanted to reach out to you to offer our assistance.  My name is Mike and I am a member of the Sears Social Media Support team.  I am very sorry to see that you went without your refrigerator for so long.  We
realize how important it is to have a working refrigerator in your home, as it stores your food, drinks and medicines. 
We do our best to make every service interaction both positive and memorable for our customers, and we do apologize for falling short of that mark in this instance.  If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience and see what can be done to make things right.  At your convenience, please send us an e-mail containing your preferred contact information, including the phone number that your refrigerator was purchased under, to  Also, please include your screen name,
(John), for reference to your issue. 

Thank you for your time and we look forward to speaking with you.

 Thank you,

 Mike D.

Sears Social Media Support
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