Sears Repair Center Complaint

incompetantsears says: (3 weeks ago)

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Glad to see I'm not alone. No show from Sears repair today after taking the day off work. Had a 4 hr. window from 8a-12p. They called at 11am to say they'd be here at 12p. No show. I called at 1p, got the run around, they're on their, stuck in traffic. 2p still not here, I called back, told them I had to leave at 3 to pick up my kids at school. (Had my husband pick them up). Sure enough the repair person waits til 3p, was surprised when I p/u the phone, said he was on his way, but didn't sound too promising....said "You know I have to charge you $129 bucks just to come out" at this pt. I told him I would talk to a supervisor & get back to him. I called back to speak with a sup., got disconnected, called back again & spoke with the same girl, she told me she'd put me on hold & connect me to a sup., but the crazy part was, she stayed on the line but never connected me, would not speak to me when I would ask why she wasn't transferring me, she did let me know she was on the line by mumbling/humming, but could not answer why she was not connecting me to a supervisor. Unbelievable!!!! Totally unprofessional, complaint dept. was just as bad. Could not seem to get through to above number, they are asking for a 5-digit ext. number. I can't believe Sears is this bad off!!! To make things worse, my washer scheduled to be repaired is only 4 yrs. old. If anyone has gotten through complaint dept. on any number could you please post it. Thanks so much!!!! Will never do any business with Sears again!!!!

marlene says: (1 month ago)

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the past two years when i needed a part for any of my appliances, the repairman ordered but no part ---had to call them too often to check up on where or when it was coming in the mail; and i am doing this right now too for my elite dishwasher.....

joe12356 says: (2 months ago)

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same problem...no one showed twice...and got nothing but the run around

mstali2006 says: (4 months ago)

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i called sears last week to scheduke and appointment to fix a washing machine that is 8 months old. i got an appointment with a time range between 1 and 5 pm. i accepted this time range given and even took the day off from work to make sure that i would be home. i was told someone would give me a call the day before the service. of course no one called the primary number or even the scondary number. they did call the next morning before 9am and when no one answered they cancelled the service call. i called the customer service number and explained the situation and kept being told there was nothing they could do because i didnt answer the phone. who i ask you would think a business would call at 8:37a on a saturday morning. this is the worst service ever. i would never recommend anyone buy anythig at sears. the customer service reps were very nice while telling you there is nothing that they can do. but this does not fix my washing machine.

VelvetHammer01 says: (4 months ago)

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My daughter's Nissan Maxima kept quitting on her, and she thought it was her battery. Took it to Sears Auto Center for 20 minute comprehensive diagnostic, which they said indicated bad battery. Spent $116 on a battery, started up the car, drove it 10 feet and it died. The Sears mechanic then told my daughter, "It's probably your fuel line!" It's still in another repair shop, but it's got a $100+ battery (that I now believe it didn't need).

I loaned my daughter our Toyota Sienna van to drive, but the keys had been stolen, so we had to go through the dealer to get it keyed. The dealer left the door open over a 5-day weekend period, so the battery was dead & they jump-started it when we picked it up. The van died at the next stop (locksmith, for second key), so I had to jump start it myself with my Subaru. My daughter drove home and it died again, so I had her remove the battery and, when I picked her up the next morning to drive her to work, she put the dead battery in a box in my car and I then drove to Sears to have the battery charged. The technician, Nathan, looked at it and saw (what I now know to have been a terminal) sitting on one of the posts and he said, "Oh, that's not supposed to be there!" He then told me it would be "most of the day" to charge the battery, but asked me to call him at 5pm. When I called at 5:13p, he had gone home already and the battery was not charged. The auto service center clerk, Christina, told me that the battery must have been "bad" and had kicked off the charger. I asked why no one had called me sooner and she didn't know. I drove there and purchased another battery and asked for the "thin collar" (terminal) that had been on my old battery. The manager, Richard Wedstead, looked in the back and said, "We don't have anything like that and, if it was a terminal, it wouldn't be any good because you must have cut it off the car." My son and I called my daughter, and she said all she had done was unscrew a bolt. Richard then said, "No, you are mistaken; if it was a terminal, it had to have been cut off the vehicle. Besides, we don't have anything like that in the back, as it is hazardous waste." I drove to where the van was parked (at my daughter's house) and popped the hood of the van and took a picture on my camera phone of the other terminal, which bolts onto the cables. So, my daughter was right, and so was I. Sears was closed at this time, so I drove to Wal-Mart, where a helpful clerk looked up the correct battery size and pointed me to a Toyota replacement terminal ($4.24). I went back and installed that battery (by this time it was 9:42pm). The next morning, I was there at Sears at 8am, when they opened. I showed Christina and Richard the picture of the terminal and they said, "Well, yes, that's a terminal." I told them that it wasn't cut off; it was bolted on and I could have solved this with them right then and there, but instead had had to go to Wal-Mart, which was open, to get this resolved. I told Richard Westead that he had insisted this part -- the terminal -- would have to have been cut off and it was actually bolted on. I told him that he had been very patronizing to me, as if a woman might not know what she was talking about. He replied, "Well, what I said was true for 90% of cars." No apology from either Richard or Christina for my trouble. And, Richard produced my terminal -- finally -- but wouldn't reimburse me for the one I had had to purchase because of Sears' refusal to believe me and look for the terminal that had been on my original battery.
Christina and Richard from Sears were patronizing, haughty and disrespectful to me as a female customer. I returned the DieHard battery I purchased and have resolved not to give Sears any more of my hard-earned money, if they are only going to hand out "Terrible Customer Service - with a smile!"

dennisc37 says: (5 months ago)

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there is an independantly owned Sears store in Derby,vt, the manager there will not honor Sears warranty at all because he claims that as an independant he doesn't need to honor it.

RadarSadie says: (5 months ago)

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cgraser - you are the bomb! Thank you for the number. After FIVE, COUNT THEM - 5 NO SHOWS, and excuses are were such bs I was beside myself. They are LIARS. They say they called but they didn't (our VoIP records all incoming calls). I called this number and they are *supposed* to come out today. I'll follow up here on that one. The service center and the supervisors there are USELESS. I as well, will never buy anything from Sears. It doesn't take a rocket scientist to figure out why Sears is on the verge of Bankruptcy. I am going to post the link to this page on every complaint site I can (as well as Epinions).

nursekathi says: (5 months ago)

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cgraser thank you for posting the number, its a nightmare trying to get anywhere with them. I have called time after time r/t several appliances with extended warranties and they always have an excuse, it is sickening like you I will NEVER purchase another item from them nor will I step foot in the store. I guess the only way to get any where is to call the newspaper of BBB. Espesically when thousands of dollars are involved an every appliance in rusted or not working.

Grandpap says: (5 months ago)

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I had a thermo-couple installed on a Sears hot water tank. About 3 months after the new one was installed it stopped working. I had the plumber who installed the thermo-couple look at it and he said it had worked loose. He said his technician had it tightly installed when done. He questioned the "left handed" thread. I questioned that myself. Do you feel a properly installed thermo-couple could work it's way loose???

MD9988 says: (6 months ago)

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Needed repair on riding lawnmower. Was told "sometime between 8a to 5p. At 5:30p I called to ask what happened...of course no one knew. Was given a "direct" number to the contractor....that number was out of service... I called Sears back...got disconnected while on hold...called again and was told the only thing Sears could do was reschedule....What a pathetic excuse for a major retail store.

dontbuysears says: (6 months ago)

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Call centers just read scripts/don't care about customers. Once sears has your money they wipe their hands of you. Took one week to get a repair person out. Didn't try to replicate problem. Was told to run wash as usual. Same problem occurred. Tried to contact repair man and was told I'd need to schedule another appt (now 8 days later) Took 1 hr and several calls to various levels of mgmnt to get a call scheduled for next day. This is my last sears appliance.

Lord315 says: (8 months ago)

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I thought if a tech come to d the repair more than 3xs they must replace appliance, is that true?

Lord315 says: (8 months ago)

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My washer is not working properly
we have had techs out here for the same problem for the last 2 years and they have not fix the problem yet.

Lord315 says: (8 months ago)

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I'd like to complain

momof3infl says: (9 months ago)

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I too have had the same issues.......my washer has been broke down for 2 weeks, first they orderd the worng parts, then when the tech came to fix it, all he did was spray some WD 40 on it and left, broke down again the next day, so waiting another week for them to come back out again..the washer is LESS THAN A YR OLD!!!!! Its gonna cost around $600 to fix (under warranty) they did the same thing to me, called about 15 minutes before they were scheduled to come out and it was over an hour later.... i told them the first time to come out AFTER 3 becasue I wasent going to be home, so they leave me several messages saying they are calling to verify that someone is home (they called before 3) so of course I wasnt home then tried teling me I had to reschedule....im soooo frustrsted with sears!!!!!

sweetipie says: (11 months ago)

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when i first got my washer and dryer from sears, in the first week i didnt know exactly how to set the dials on what i wanted, so i called sears and a woman came out and all it was to start the machine you had to pull the knob out. she charged me a full service call like 70 some dollars. the washer i have to run on low cause the other settings it seems like the thing is going to explode. im not caLLING SEARS TO FIX IT THO. also when i asked them if they deliver a microwave[cause im alone] so you know what thewy will charge? 65 dollars. do you believe this?. no more sears for me.

sam321321 says: (1 year ago)

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if you get a call form the phone number: 559-790-3522, do not pick up... is a marketing company...

tyquiengco says: (1 year ago)

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Need a response.

tyquiengco says: (1 year ago)

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I have a complaint and suggestion to make. Today, 8/19/08, I had an appointment for a technician to come to my house to fix the soap dispenser on my 1 week old dishwasher. The appointment was from 7a.m. - 12 noon. I waited all morning, and at 11:45 a.m. (8/19/08), the technician called to let me know that he will come late to my residence, and that he will be there between 12:30 - 1p.m. This is uncall for because I have a job too, and cannot wait for the technician after the scheduled time. The technician should have the courtesy to inform me that the job that he was doing before my appointment is taking longer than scheduled. That was inconsiderate on the technician's part. I am suggesting that the SEARS technician should be trained and be trained on courtesy and good customer service -- to inform the customer that the technician is not be able to make it to their scheduled appointment --- not 15 minutes before the scheduled appointment.

Also, the service department where I placed my appointment needs training on how to provide good customer service.