Complaint Review: Sears Home Services / Western Great Lakes

On 1/6/09 I made a call to the repair/parts number to have the broken water dispenser handle fixed. I was pleasantly surprized to get an appointment for the next day between 8am to noon.

At 12:05pm the next day I called the parts number to ask what was going on, if someone was coming or not. I was kept on Hold, "all our agents are busy taking other calls", for over 1 hr. Finally a male agent answered who spoke heavily accented poor english,(it was hard to understand him) that the repairman was running late. I then asked why I didn't get a call stating that. I was told again that the repairman was running late.

About 10 mins. later(it's now 1:25pm) I received a call from the repairman - said he was running late. When I asked why I didn't get a call about the delay, he responded that "they" had been over booking him for over 2 wks. and he was doing his best to keep up. He said he'd be here in about 1 to 1 1/2 hrs.

He showed up at 3:10pm. He looked at the refrig, got in his laptop looked up the part #,printed out a receipt, handed it to me and asked if next Wed. would be ok to install the part. I was dumbfounded. He didn't have the part with him!It had to be ordered. He was here 10 mins, "They" have the info on record as to what appliance I have & what part is needed. Just another charge for a service call.

The next wk. it was the same thing- I sat all am. waiting. Finally called at 12:20p.The repairman showed up at 12:50p, made the repair & left at 1:20p. The repair was done satisfactorily. It was the waiting & 2 service calls that sucked.

Pat
Neenah, Wisconsin
U.S.A.