Sears Mistreatment La Jolla California

Sears has a long tradition in my family.  Large portions of my parent’s kitchen, shed, and washroom appliances have all been purchased here.  The jeans I am currently wearing I purchased at Sears.  The bicycle I learned to ride on was purchased from Sears.  I grew up with this as the go-to store for things you need in order to get stuff done.

I drive daily, I am a commuter, and I put miles on my car.  Knowing only what my father has showed me, I am a novice beyond checking my oil and changing a flat.  My father goes to Sears, so when it came time for routine maintenance on my car, naturally, I chose Sears.

I needed to have my A/C fixed for the summer, I figured I should get a tune up, I wanted my battery checked, and I needed brakes.  The price, $500, steep for a kid still in college, but if I had learned anything from my past, it was that Sears is a place that consistently gets the job done.  I go catch a movie, and pick up my car a couple hours later, and drive home.

The next morning the check-engine light came on, and I brought the car in after work.  This is where things turn south.  Normally, I can just drop off the car under my father’s name, give them my cell phone number, and pay when I pick it up.  This time, I was told that I cannot use another person’s profile, and must fill one out.  The attendant struggled to figure out the computer system, and after a couple of minutes the attendant was able to add me to the computer.  No problem.  This is normally the part where I get to go wait somewhere.  However, the attendant required my presence at the car as the mileage was recorded, and plastic was placed over the steering wheel and seat.  Back inside, I signed the work order and was on my way.

I decided to grab a bite.  After placing my order, I received a call from the attendant stating that the only employee with the engine code reader has left for the day, and had apparently taken the reader home with them.  I was told to bring in my car tomorrow, and come pick up my keys.

Twenty minutes later, I show up to pick up my keys and be on my way.  There are four people in front of me.  Which in a repair shop is about a 20-minute wait, the attendant from earlier helps one customer before punching out for the day.  Another attendant, I’ll call this person #2, now proceeds to take over and gets the line moving.  Finally, it is my turn, I explain what I was told, and #2 proceeds to explain that since no work was done, the ticket needs to be voided out before I can have my keys.  After voiding the sale, which equated to what I assume means delete from queue of open tickets, the attendant proceeded to find my handwritten ticket, and return my keys.

This is where the problem arose.  #2 then walked into the shop, and came back empty handed, saying, “I’m sorry sir, but I cannot find your keys.  Since I did not open your ticket, there is nothing more I can do for you.  I will call my manager, but until I receive a call, please wait in the lobby.”  I begin to think that this is not a normal procedure, and after waiting patiently for 30 minutes, I go to see if the manager has returned the call.  #2 says that the manager will not be in until 8 am and there is nothing that can be done.  This is where I lose my temper.  I ask #2 to please check the shop again, and after 20 minutes #2 returns empty handed and proceeds to move on to helping the next customer.  I then proclaim, “Where are my keys?”  To which the answer was “I do not know sir, I only work nights here.”

What kind of cop-out is that?  You are working here now; I don’t care what else you do.  You own up for someone else’s mistake, and help me.  I reply, “How do you lose someone’s keys?”  #2 then says he will check one more time, and disappears into the shop.  10 minutes later, I decide to walk into the shop, and what do you know.  There is only one mechanic, and #2 is nowhere to be seen.  Now unless #2 was in the bathroom (no pun intended), he has left for the day as well.

I have now been waiting for my keys for over an hour, and decide to ask advice.  I call my parents house, and tell them my situation.  They suggest I call the cops.  I think this is a bit drastic, but I agree and proceed to call the local police station.  To my surprise, the local police station is closed on Mondays, and I am greeting by a recording, which suggests I call another number.  I ultimately decide that this is not 911 worthy, and decide to go rogue.  I walk into the shop and walk around the counter.  The lone mechanic is busy, and does not notice.  I begin to look around, directly behind the counter on the wall I see a bin labeled, “Overnight”.  I reach in and pull out the first ticket.  I look for a name, and notice that it says my mother’s name (why did I spend all that time making a profile?).  I am so angered at this point I take the entire pouch and walk to my car, which was left unlocked and call home to let them know I have my keys.

So 3 hours later, I still have a check engine light.  I paid $500 for service, which now requires another shop, not Sears, to look at it and fix the situation.  I can understand apathy for your job, and I do not hold any grudges against the individual employees.  However, I do hold the corporation responsible.  I believe these employees acted to the extent of their training, which probably only included pointing out how to use the computer and which box to put tickets in.  I do not need to be subjected to this display of degradation. I am R**** **** and I am boycotting Sears.