- Bronx, NY
How do I file a formal complaint?
Please be advised that I would like to file a formal complaint regarding the service I have received on my Kenmore washer/dryer laundry system. My initial request for service on my dryer (Service order # 41018291) was completed on 10/09/2013 by tech # 41018291. On that date, I had to pay in full for the charges of the repair even though he did not have the products with him to complete the repair. I paid $658.13 at that time and he refused to accept my 20% off coupon telling me I would “have to take that up with customer service.” I called your Customer Solutions department and spoke to Jazmin # 75960 to complain about my experience with the refusal of the tech (who also arrived 4 hrs late) and refused to accept my coupon. Jazmin advised me that someone would call me back within 24 to 48 hours. I never received a call back even though I provided her with 4 different contact numbers. The case number provided to me at that time was 1823521.
Three deliveries were sent to me over the next 8 days and a 2nd technician (tech # 794743) came to my home on 10/17/2013. We were both surprised that the 1st tech had ordered parts for my washing machine that was not broken nor diagnosed. I also had to pay in full for these unnecessary parts when the first tech came to my home. He replaced some parts but advised my daughter that we still could not use our dryer because it needed another part.
Today, 10/28/2013 a 3rd visit was needed to finish the repairs of my dryer that I have been unable to use for almost 1 month. My daughter took a 2nd day off from work (I took off for the 1st one) so that someone could be here. Tech #41018291 once again came to my home. He replaced the motor, which was not a part of the previous estimate or problem. I returned home from work this evening to find my dryer once again non-functional. I called 800-479-6351, attempted to file a complaint and spoke to a supervisor who identified herself as Bobbi #251587, manager on duty at Customer Solutions. I advised Bobbi of all the above, inquired why nobody had called me back the first time and made her aware of my dissatisfaction with the Sears repair process. At this point I have little confidence that Sears can repair my dryer and it will be difficult to find another family member able to take another day off from work. We are from a family of nurses and we can’t just call in sick! I explained this to Bobbi and she told me that I don’t have a choice. Either another tech will have to come to my home to get back the parts that were installed in my dryer before a refund can be issued or I will have to allow another attempt at repair. She also advised me that she cannot comment on anything regarding today because her system is not updated. She told me I will have to call back tomorrow because she is unable to make outgoing calls.
This whole process has been a negative experience, has taken several hours of my time, days of vacation time of my daughter’s without resolution to the problem. If I do not receive a response in a timely fashion, I will file a report with the Better Business Bureau as well as “Shame on You”. I have documentation to support every aspect of my complaints and reports to either entity will not portray Sears in a positive light. I am requesting a refund in the full amount of $658.13 or immediate repair of my dryer with compensation for the inconvenience caused to me through no fault of my own.
I have been given 4 non-working e-mail addresses for the corporate office to file a complaint and all 4 have been returned to me as undeliverable. Once this problem is resolved I will not purchase anything from Sears again…and I have been a loyal customer for many years.