Complaint Review: Sears Home Repair

I made the mistake most people I see have made, I purchased my new heating and AC system from sears along with the extended warrenty. Everything went well for 4 years then it broke, and I was introduced to Sears Customer Service. My god what rude people.

I set up a appointment on May 25, 2004 for June 3, the tech shows up looks at the outside AC unit says I can't fix this I need parts, says he has it at the whse but can't get back for 2 weeks to do repairs. So I call and yell and scream to sears customer service and they say not a problem, I can wait from 8 to 5 on Saturday or 1 to 5 on Monday so I decided to take Monday off work.

Tech comes at 3:30 says whats wrong with the AC? I said don't you have the part he said I don't have anything. So he spent an hour on my living room floor on my phone talking with sears. After the hour he says they will "Emergency" ship my parts should be here but tuesday (next day) and leaves. Tuesday comes and goes no parts Wed. I call Sears they say oh no the parts are on back order and won't be in till early July. Can I ask what date is "Early July"? I said if you can't get the parts I want a new unit and Im told they can get the parts in several weeks...

I ask what is a reasonable time to wait they said till it gets here. I ask to talk to a Manager and they said they would call me right back. Im so glad I didn't hold my breath. So I filled a complaint with the BBB. I wanted to share my story with the rest of you and I see there are many people like myself that have had to deal with Sears "so called" customer service

Rick
Allentown, Pennsylvania
U.S.A.