This is a story about how Sears Home Repair Services does a bait and switch on their customers. My Kenmore Front Load Washing Machine stopped working on Saturday, September 10.
I tried to place a call to Sears Repair and received a message that due to unforeseen circumstances the store was closed. I then did the next best thing and placed an order through Sears Home Repair Services website. I received a service date of Tuesday, September 13 from 1-5 pm. I received a confirmation email that they would be here on Tuesday.
I received a call on Monday, September 12th that they cannot come to repair because dispatch was overbooked and the next available service time was Wednesday, September 21st.
I asked for a supervisor and was placed on hold for 20 minutes and then was hung up on. I then called back and asked for a supervisor again and was placed on hold for 40 minutes and still no supervisor. Customer service blamed the dispatch department stating they were short handed and didn't have anyone to come out. They wouldn't put me through to dispatch as they don't speak directly to customers.
I told customer service that it was unacceptable to confirm a service repair and then call the customer to switch the date. I suggested that they contact a third party repair person to honor their confirmed appointment. No response.
I ended up cancelling the appointment and writing a complaint on Sears website.
Hopefully you will be able to air this story and make other consumers aware of the unacceptable repair service scam that is going on.
Product or Service Mentioned: Sears Repair.