Nae J.

My family and I got a recommendation from one of the Sears employees in San Antonio, Texas to schedule a washing machine repair appointment with Sears at 1-800-4-My-Home.

On January 12,2019 we has our first encounter with a Sears's technician named Robert. Robert performed a diagnostic and informed us that we would need to have our water pump replaced and that he would order the part and return on the following Saturday 01/19/2019 to replace the pump.

We waited at home all day on Saturday 01/19/2019 for Robert and he never showed up nor did he call. My husband called and text Robert on his direct phone line and Robert did not respond. We then called Sears 1-800-4-My-Home to notify them of the situation. The Sears 1-800-4-My-Home representatives were very insensitive and dismissive. They said the most they could do to help us was to reschedule for a different date.

The following appointment was made for 01/22/2019 with technician William C. When Mr. William C. Arrived to our home to replace the water pump he found that the previous technician Robert ordered the wrong part. William C. Informed us that he was going to have to reorder the correct part and we were going to have to wait to have our washing machine repaired. My husband called 1-800-4-My-Home to speak with a Supervisor to report the issue. After being transferred approximately 4 times and being left on hold for approximately 15 minutes without having his issue resolved. My husband informed the 1-800-4-My-Home Sales Representative that he wanted a refund for the amount that he was charged on the initial visit in excess of the diagnostic fee. The sales Rep never transferred my husband to a Supervisor and told my husband that she was not going to refund his money due to the replacement part already being ordered by Mr. William C. My husband continued to request a refund and the Sales Rep told him that Sears would return the money.

The replacement water pump that technician William C. Reordered arrived to our house on approximately 01/25/2019. After a week of not receiving a refund and not having our washing machine fixed on 01/29/2019 I placed a call to 1-800-4-My-Home to inquire.

The 1-800-4-My-Home sales representative informed me that an appointment was scheduled to have the washer repaired on 02/07/2019. I explained the service tech how inconvenient and stressful the process has been for washer repair with Sears and informed her that my husband initially requested a refund. However, since we had already received the replacement part I asked her to cancel the appointment on 02/07/2019 and schedule for a sooner date with William C. For continuity. The service tech informed me the she could schedule sooner that 02/07/2019 but no guarantee to schedule with William C. I told her to please cancel and I would call back to reschedule.

On that same day (01/29/2019) approximately 30 minutes later I called back to 1-800-4-My Home and spoke to a lady who said her name is "Shaun" I asked her last name but she would not offer that information. I informed "Shaun" of my situation from the beginning about the issue with Robert and the incorrect part being ordered. I told her I wanted to be scheduled with technichian William C for continuity. "Shaun" informed me that unfortunately she cannot schedule me for a repair appointment before 02/07/2019. I asked her why? She said "My computer will not tell me why."

I told "Shaun" that I have little children at home who need clean clothes and this has been an inconvenience and asked if she could please help ease the worry and stress by scheduling me with William C. For continuity and a date sooner that 02/07/2019. "Shaun" replied that I do not have that capability. I then asked to speak to a Supervisor. "Shaun" put me on hold for 15minutes. When "Shaun" returned to the phone she said. "Please keep holding I don't know if there is a department to send you to."

I then contacted Sears Home Service Chat Online for help. My chat session was with Robert Jone. I transcribed a detail message to Robert explaining my situation. I pleaded with Robert to please help me due to the inconvience that has been brought on my 3 little children. Robert acknowledged understanding. Robert scheduled me for next day appointment on 01/30/2019 with William C.

Overall I don't normally place customer service complaints. However, in this particular situation the initial service technician (Robert) that came on 01/12/2019 was dishonest. He lied about the date that he would return to repair our machine and he did not order the correct part. Secondly, the representative name Shaun at 1-800-4-My Home deliberately placed me on hold and did not try to accommodate my needs and resolve my issue. She lied about "looking for a department to send me to" when I asked for a Supervisor. This is absolutely unacceptable! On 2 occasions "Shaun showed her incompetence. #1 by dismissing my concern and placing me on hold because she does not know which department to send me to so I can speak with a Supervisor and #2 Her colleague on Sears Home Service Chat schedule me a repair appointment for next day (01/30/2019) when "Shaun" said that there were NO appointments available until February (02/07/2019 to be exact). I personally feel that if Sears truly values their customers and wants to hold to their motto "Service You Can Trust" Leadership and the Corporate Office will acknowledge this issue and never let treatment like what I have received happen to anyone else ever again!