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We were unable to relight our Kenmore hot water heater after having to turn off the main gas line for another household repair. Called Sears customer service and was told that although the heater itself was no longer under warranty, parts would be covered and there would be a service call of 79.00.

Fine, arranged for service call for the next morning. The gentleman arrived at 8:25, without a prior call, I had been given a time frame of 9-10am and told the technician would call prior to arrival. Didn't happen. So, my husband showed him the water heater which he was able to light immediately.

He then presented a bill for 150. Stated that was for service call and "customer instruction charge". Now, I had no problem with service charge, parts, had there been any parts necessary, and labor of course had there been any actual labor. He was here LESS THAN 5 MINUTES!

Got nowhere with customer service with complaint. She reiterated the line about "customer instruction". I was not told about that charge prior to service call. I will never buy another Sears product or visit a Sears/Kmart store.

Beware, underhanded exorbitant hidden charges. Shame on you Sears, with customer service like this no wonder you're going under!

This reviewer shared experience about poor customer service and wants this business to read this review and look into the issue (if any). The author is overall dissatisfied with Sears. Reviewer wants customer support to reach out to him or her ASAP for further discussion of this matter.

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