SEARS

The only work I have had done is the policy on my appliances from the stores that I bought them from. I had a refrigerator with Sears but the appliance was getting old and it wasn't worth the price Sears wanted for it to keep them going. I had a refrigerator/freezer. I had a problem with it and I called Sears and they came 9 times and they never did fix it. It's still doing the same thing it was doing before I called them. They replaced every part in the refrigerator and it still can't fix it. So I said I'm not going to redo it. We're not having any problems right now. I called them in February.

I called Sears made the appointment for the following week. Repair person arrived in the specified time and was well mannered, professional and friendly. Repair was completed and kept me informed of the process.

No service was received as they were not available when i was available

Refrigerator repairman fixed ice-maker and water dispensor that previous repairman from another company could not repair. A second repairman also from Sears diagnosed dishwasher which was tripping ground fault. Techician determined problem was in motor but advised that it would be more cost effective to buy a new dishwasher rather than repair unit. Both men were very professional. Service cost was high, but that seems to be the case with most repair services.

I waited for over two hours for my car to be fixed and they didn't charge me because I had to wait. They had to wait for a supply truck to come, and when they saw I'd been waiting, they sent a tech out to get a fuse. I thought that was cool. He also recommended that I purchase a box of fuses, since they're so unusual, which I ended up doing.

Many things went wrong and we had to cancel the job. Sears set up the job with their authorized contractor, and told me that their contractor would call me a day in advance to confirm the appointment. I had to plan this out to take a day off from work to get this done. The contractor never called me the day before like Sears said they would. So that night I called Sears to reschedule since I was not going to waste taking a day off for a plumber that might not show up. So Sears sent the contractor a message that night to reschedule with me. Early the next morning someone from contractor's office called to say they were coming and wanted to make sure someone was at home. Apparently they failed to check their messages from Sears. I told them that according to Sears, they were supposed to call me a day in advance to confirm the appointment, but since they failed to do this, I assumed they were not coming. The contractor's employee made no apology for the great inconvenience they had caused me but instead blamed the glitch on Sears. I found this hard to believe since Sears has a process of installing hundreds of heaters or more every month. I didn't complain; I just rescheduled with them. 2. Several days later on the appointed date the Sears authorized contractor showed up at my house to install the heaters. They told me it was going to cost an additional $850 beyond the $1765 I already had paid Sears, to bring the new heaters up to code. When I originally placed the order with Sears I asked the Sears agent how much might the "addtional charges" be. He told me he had never heard of them being more than $150 per heater (or $300 for two). So the contractor was quoting me $550 MORE than the Sears agent had ever heard of. I asked the contractor's employee to provide me a breakdown of the quote by parts and labor, but he said he couldn't. All he did was give me a verbal quote. He explained that they had to change some metal exhaust venting out and that he had to replace the shutoff valves. I knew that the shutoff valves and cheap sheet metal vent piping were not very expensive and later confirmed that the parts cost less than $100 retail for all the parts for two heaters. So I concluded that contractor was charging well over $750 for just the labor to swap out the exhaust venting. This was outrageous. I then learned that the contractor had failed to pick up the two new drain pans when they picked up the heaters at Sears that morning. So they didn't even have all the parts that I already had paid for. I was very unhappy at that point and cancelled the entire job before they started. The contractor's employee said as he was leaving that "this happens all of the time." According to their own employee it seems outrageous price gouging is the normal business for the Sears authorized contractor. I have since gotten a full refund from Sears after much delay and effort. Also, I used another company to install the heaters and new drain pans and brought everything up to code. The cost of using someone else is exactly as I thought, over $550 LESS than what the contractor was quoting. It took two men less than an hour to install the new exhaust vent piping. The quotation by the Sears authorized contractor was almost 3 times HIGHER than the HIGHEST the Sears agent had heard of for the additional parts and labor needed to meet code. Sears and their authorized contractor wasted a lot of my time and caused me a lot of aggravation. Everytime I called Sears from beginning to end, the people were very nice and respectful. Amazingly no one at Sears seemed concern that I had cancelled a $1765 job or that their contractor had attempted to gouge me. The Sears business model of selling water heaters is a bad model if not downright abusive. They create a situation where the contractor shows up with the heaters you have already paid for. You have taken off from work to be there. The contractor knows he can probably stick you with a high price to meet any additional code requirements since you will have to take another day off and work the deal all over again with another supplier if you cancel. I would advise everyone, to not use Sears for your water heaters and especially never use their authorized plumbing contractor.

I'd asked Sears to junk the machine. I got a call that the machine had been repaired When I picked it up, I was pleased that Sears had reconsidered and repaired the unit, but they had not and the repair ticket read "unrepaired". I've dealt with Sears for 40 yrs. No more.

unknown

I called them back to see what my options were and they are sending a brand one.