- Report: #1508631
Complaint Review: Sears -
Reported By:
Tracey -
Fredericksburg, Birginia, United States
Submitted:
Updated:
-
Author Confirmed
Why?
Sears
United States
Web:
Searshomesetvices.com
Categories:
Business Rating:
(0)
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Sears Sears home services Total disregard of customer issues no resolution no refrigerator lost food
It was determined that the compressor of my 3 1/2 yr old LG refrigerator needed to be replaced by technician 1 in early May. Compressor has a 10 year warranty, customer required to pay for labor. Took two weeks for 5 parts to arrive. Technician 2 came to repair, install. He only installed some of the parts, took the rest with him. Two days later unit seized up, had to wait several days and dispose of multiple food products for technician 1 to come back and install what should have been done at first install.
Next day fridge still worked but sensor to operate and control the entire system had an error message. When requesting now the 4th visit I specifically asked that technician two who had rushed through and not done the complete install not be assigned. Technician two is who they assigned. When he arrived I explained what had transpired since he did the incorrect original install the previous week. He proceeded to bang and slam drawers and shelves while he emptied the limited food that hadn't been ruined from their previous incompetence.
He determined technician one had not properly replaced the sensor when he reset the unit. He assured me this would be their last need to visit as everything had been corrected. After he left I found broken parts from shelves and drawers from his slamming and banging. Unit died 3 days later and I was out $596 plus many many hours of my time on hold, waiting for technicians, getting nowhere with 15 different customers service/support personnel. All promised to resolve, document and escalate. None of which ever happened. Each subsequent call nothing was documented including my complaints about technician two even though I was consistently assured it had been documented and forwarded to the appropriate level to resolve.
I was told to expect a call back, an email with a case number several times, none of which occurred. I have requested a full refund. Given this 5+ week nightmare of incompetence and obfuscation I don't expect I'll ever see it. These people should have a class action suit and be put out of business permanently!
