Complaint Review: Sears (holdings corporation) - Nationwide

 On April 04 2017 the following was sent to Sears after being overcharged by one of their sent contractor for a sox preventing proper water draining. We have been given the run around and forgotten then run around since. We are unfortunately been forced to write to you after Sears regular customer services completely failed to answer our questions and ultimately told us to write the executive customer services. The story is as follows On March 24th we had an appointment booked between 1 and 5 pm to come and repair our 12 year old washing machine as it was no longer draining. I was told there was no call out fee, just parts and labor. At 3pm we receive a call from the technician saying he was running late and would not be there until 7pm. We had made other plans, and initially said we would not be in, but agreed that he would call when he was finished at the prior job, and see if he could still come. I believe that this is technically a breach of promise, but we wanted our washing machine repaired. My wife did stay in for the evening, changing her plans, so the technician arrived just before 7pm. He spent a maximum 20 mins taking the sock he found out of the pump, and gave no indication of the cost until finished, when he presented my wife with a bill for $169. If we had been told that it would have been that much we would have said not to bother, it was probably time to replace the machine. At 12 years old and with unknown life left on the motor, pump and other parts, we would have said no. My wife reluctantly paid I visited the local Sears store in Crabtree Valley on Sunday afternoon (26th) as it was the address for Sears Appliance repair, only to be told that there was nobody at the store for that department. I called Sears Customer Service the Sunday afternoon, and was told that since the technician had not closed the job, they could not look into it. I pressed hard to get somebody to call me on Monday, after initially being told that was not possible the person said they would ask the supervisor to call, once the job had been called. I called again on March 29th after receiving no call, and was told a complaint had been opened. I went through the facts, and said that I was happy to pay a reasonable rate, but over $400 per hour I considered not competitive. Within 25 mins of my call I receive the following email. “As you have asked us that you have raised a issue regarding the SO# 41148932, So as per our records you have been charged $169 for the service.” “And if you need further assistance, please feel free to contact us on 1-800-479-6351.” I called that number today (April 4th) and after being put on hold for a long time was told to write to Executive Customer Relations. All we would like is to pay a reasonable rate, or have been given the chance to say no, we will buy a new machine. We look forward to your response.