Sears: I bought an air conditioner from you for a good amount of $$$$. You promised great quality in the product you sold and great customer service, should I have problems with the unit. As a previously loyal customer I believed you, but unfortunately I have received none! Your contractor, Sun Valley, who has come out to install and then service the unit has failed to do anything to help.
I called today to get the unit fixed and was told I would receive a call from someone as soon as possible. A couple of hours later I was contacted by Sun Valley Mechanical, who started to tell me that I was pretty much lying about the unit not working this time and the other two times. Then they proceeded to say the soonest available time to schedule me in would be NEXT Thursday, June 12th. I told them that was unacceptable, and their representative said she would have a supervisor call me back. Which he did, and in order to spare you with how rude he was, I'll just say he told me that I could ask for a different contractor to go out if I wasn't satisfied with them. Yeah, they really care about their relationship with Sears, right?
So after that lovely conversation I spoke to Area Manager, Joey Munoz. I advised him of the situation, and my concerns about owning this unit just a little over a year with these problems. When I previously had another unit for 15 years and all it needed was regular maintenance before going out. He said he understood, and he would get someone out as soon as possible and get back to me to confirm an appointment. Well he didn't. I called him before end of business today, and left a message. He did not return the call. This is completely unacceptable. In El Paso, Tx the projected weather forecast is high 90's all week. I have a 4 year old at home, and my mom is a senior. I've been nothing but loyal to you! Through out the years I've purchased a washer, dryer, and other small appliances before with no problems, thank goodness. I have great credit with you, and always have. However this experience has left me completely appalled with you and your products! Restore my faith please and get me help!!!
I saw Sears Escalations Team comments on the "measueredup" website, after a helpless-sounding complaint from someone who seems to have gone through what I have with UV lights for the HVAC, and now I've finally found this site. Here we go...
In December 2013, I had Sears over to clean the ducts in our new family home (very old, hadn't been done in who knows how long). During the process, the main tech told me about the UV light installation. I agreed, and he gave us a "good deal" of $998 (I still have this invoice and can send to you). No other specific information was ever provided, e.g. the manufacturer, a part number (the serial #s indicated were worthless), or anything at all that would allow me to see how much these cost outside of the undocumented world of the Sears installation team. A couple weeks ago, I decided it was time to replace the bulbs, as more than a year had passed. I thought that lifetime warranty included the bulbs, which the original tech had SAID, but learned that was not the case - hence the specific note on that invoice (I also have this invoice and can send). The guy says that I will receive a special discounted rate of $75 per bulb, or "half off." I just heard from one of the team at the local place that those things actually sell for $75, so that is dishonest. The plot thickens...
Moving on the real issue - up until last week, I had been pursuing Sears at various levels for over a month, trying to find ANY information at all on what was installed in my home. Nobody was able to answer, until last week, when I was finally able to remind someone that I was still waiting for the information promised to me on multiple occasions. What the team expressed was that the tech folks keep info like pricing a well-kept secret from the folks who answer the phones. Does this sound like the Sears policy to you? After a month, then, this fellow was able to send me the info/pamphlets on the lights (I have this as two PDFs I can send) - with blacked out sections for pricing (he described that as third party info). So I looked up the light systems online, and I begin to understand why it took me a month to get SOMEONE in all of Sears to tell me specifics about this UV system - these "systems" list for sometimes less than $100 online, and the replacement bulbs significantly less than $75.
You see my dilemma - I was convinced by Sears air duct crew to install these, then kept in the dark despite my best efforts to find out WHAT was installed so that I might objectively check on the deal I got. It turns out I was severely overcharged. I would like Sears to address this issue; as such, I am more than happy to provide any additional information I can, simply tell me what you need. I have been going to Sears since I was a kid; I can honestly say this was my first bad experience, and I'm counting on you to make it right. This was a ripoff job without any sort of oversight, since the installing team are the only ones who regulate their pricing apparently. Please note I have also emailed this info to the Sears Cares Escalations Team via email a week ago, and radio silence.
Thank you for taking the time to (hopefully) make it to the end of this post.
After several missed appointments and much time spent arranging them, repair went poorly and now my LG refrigerator is barely running. A part was ordered but there seems to be no way to have this repair prioritized as I watch my food all go bad. Refrigerator was making noise before but was working but this repair did not fix the problem but made it worse. Sears needs to be more responsive and give me a service appointment before all my food is spoiled.
Waiting for more than a month to repair our Kenmore refrigerator. Finally got parts ordered...they arrived, now trying to change an appt that is far off into June 15th... and the online reschedule feauture gives an error when trying to change appt. called 800# ..they see the same thing as me , error message ...how is that possible !!!!??? we are living out of 2 coolers in our kithcen floor , this is the worst customer service experience Ive ever had. The whole week of June 8t is available to make an appt but error message wont confim appt. Is there a website technical support dept that can help me and your employees???
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