Complaint Review: Sears

We signed up for Sears on going yearly repair and maintenance for our Appliances. We immediately scheduled a repair order for August 20 2014 and let the office know what part was broken and needed replaced. Window of service was 1-5 pm. I waited at the house, a home I own with my daugther, which we rent out. There was no one present at the property besides myself all tenants were gone. I waited 4 hours and 22 minutes until after 5 pm when the technician called me and said he was running late and I told him I'd already waited over 4 hours. He told me he didn't have to come - I told him please come, my car was running and already loaded with my dogs in it because I was about to leave. 

5:22 pm - Technician arrives. I lead him to the laundry room which is connected to the guest house through a shared wall but accessible through a door off the garden behind our large metal gate. The broken ring is on top of the washing machine. I set my 5s Iphone down on top of the washing machine to pick up the broken ring. Technician told me he didn't have any parts with him and he would have to order it.

5:25 pm - Technician told me to move out of the way because the laundry room is small and he needed space. I walked out of the laundry room accidently leaving my phone on top of the washer. I stood by the door watching him work. 

I noticed a broken light on the ground and moved it out of the way and then went to the alley where his truck and my truck were parked so I could check on my dogs and my car. He continued to inspect the machine until 5:45 pm. I never went back into the laundry room while he was there. 

5:45 pm - he came out into the alley and told me the part had to be ordered and it wouldn't be repaired until 8.29.14 to which I said that was unnacceptable I needed it sooner because my tenants needed to do their laundry. We argued about it somewhat and another repair person on the phone with him said they could ship the part to the house directly and come on 8.25.14 We agreed to that date and time period of 1-5 pm service call. I got into my truck and started to drive away.

5:47 pm approximately - I got to the end of the alley, the technician was still in the truck seeming to do something in his truck. I realized I left my phone on the washing machine but I cannot turn around in the alley so I just drove around the block, it's a short drive. I looped around and when I got back into the alley his truck was gone. I went into the laundry room and my iPhone was gone. I searched the entire property the phone was literally gone.

20 minutes later the tenants got home - She called my phone for me, which was charged up and on, the phone had been turned off. 

7:45 pm I arrived at my daughters house and we tried to call the phone again. It had been turned back on but no one answered it. We sent a text message saying we were tracking it and filing a report, to please return the phone back to the house. We tried to call again - the phone was shut back off.

We were unable to track the phone after that and eventually called At&t to have the phone shut off and suspended from the network.

We filed a police report with the Burbank PD and also filed a report with Sears. Sears hung up on us three times when trying to make the report and the last person I spoke with Supervisor Alex ID # 8167058 first accused my daughter of maybe not knowing what she was talking about and then scoffed at her and said he was just the customer service department what did she expect him to do about it. A 'report' had been filed and someone would eventually contact us. 

DO NOT EVER get Sears technician or their service agreements. We thought we were protected and we were wrong. We never expected a technician to steal from us like that and Sears has treated this as casually as possible. 

AVOID #SEARS at all costs.