- Report: #165341
Complaint Review: Sears - Hoffman Estates Ill. Illinois
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Sears
3333 Beverly Road Hoffman Estates Ill., 60179 Illinois, U.S.A.
Phone:
800-762.3049
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Sears Roebuck Co. riped off by Sears over a Craftsman riding mower 54" cut Beverly Road Hoffman Estates Ill. Hoffman Estates Ill. Illinois
On May 8, 2005 we bought a new 54" riding mower (model number 917.276341) for $2,499.88 with the extended warranty for $299.00. On June 8, 2005 we had to have the service tech. come to the house for a flat tire. While here he noticed that we already had worn the blades of the mower to the point of needing new ones. We had only mowed the lawn twice but we went and bought new blades. Now every month since then we have had to buy new blades for the mower. So far a total of three sets has been bought. One set is three blades at a cost of almost $20.00 each with tax. So it has cost us $60.00 a month in just blades to be able to cut the lawn. When at the local Sears store, buying more blades, we have complained over and over about the mower. We have gotten no wear with them. Except for them to send the service tech out.
On Sept 30, 2005 we had the Sears Service tech come out to look at the mower again. He called in to the head office to talk to them about it because he saw nothing we had done wrong with the mower and its use. He was told that there is a "fix-it" kit to install on this mower. So he ordered it. He returned on Oct 11, 2005 to get it installed. This service tech. expressed concern to us that he did not see how this kit would actually fix the problem. While here he jacked up the mower and got under it to install the "fix-it kit" only to find that the kit was already installed. We feel if Sears has a "fix-it" kit than this is a known problem and aparently it does not correct the problem. I wrote a complaint letter to Sears on Sept. 3, 2005 telling them of the problem and wanting a solution.
On Oct 3, 2005 I called the Sears complaint number at 1.800.762.3049. I talked to a Rhonda who passed me off to a Nick who told me "sounds like you've been mowing barbed wire" and that it was a local store problem and to take it to them. I went to the local store in Warrensburg, Mo. right away and talked to the manager there. Gary I think his name was told me he could not do any thing about it. That it was a problem for the headquarters and to call 1.800.762.3049. So you can see how each is passing the buck to another who is then ignoring me. Finally after hours of letter writing and phones calls I have now been told that the case is closed. Looks like we will be paying for a mower that we really can't use for mowing the lawn. Now the service tech. has been called out AGAIN for this mower. He has been able to get two more sets of blades for us at no cost to us. I am told though that he won't be able to get any more cause blades are not covered by the extended warranty. I am at my wits end,,,,,
I have also written letters to the Attorney Generals Office and to the Better Business Bureau. I have heard nothing from the first and the second has told me that they never got my letter. Also they have stated that complaints about Sears is not handled by their office unless I have a complaint at a local level with Sears.
Joan
Warrensburg, Missouri
U.S.A.
On Sept 30, 2005 we had the Sears Service tech come out to look at the mower again. He called in to the head office to talk to them about it because he saw nothing we had done wrong with the mower and its use. He was told that there is a "fix-it" kit to install on this mower. So he ordered it. He returned on Oct 11, 2005 to get it installed. This service tech. expressed concern to us that he did not see how this kit would actually fix the problem. While here he jacked up the mower and got under it to install the "fix-it kit" only to find that the kit was already installed. We feel if Sears has a "fix-it" kit than this is a known problem and aparently it does not correct the problem. I wrote a complaint letter to Sears on Sept. 3, 2005 telling them of the problem and wanting a solution.
On Oct 3, 2005 I called the Sears complaint number at 1.800.762.3049. I talked to a Rhonda who passed me off to a Nick who told me "sounds like you've been mowing barbed wire" and that it was a local store problem and to take it to them. I went to the local store in Warrensburg, Mo. right away and talked to the manager there. Gary I think his name was told me he could not do any thing about it. That it was a problem for the headquarters and to call 1.800.762.3049. So you can see how each is passing the buck to another who is then ignoring me. Finally after hours of letter writing and phones calls I have now been told that the case is closed. Looks like we will be paying for a mower that we really can't use for mowing the lawn. Now the service tech. has been called out AGAIN for this mower. He has been able to get two more sets of blades for us at no cost to us. I am told though that he won't be able to get any more cause blades are not covered by the extended warranty. I am at my wits end,,,,,
I have also written letters to the Attorney Generals Office and to the Better Business Bureau. I have heard nothing from the first and the second has told me that they never got my letter. Also they have stated that complaints about Sears is not handled by their office unless I have a complaint at a local level with Sears.
Joan
Warrensburg, Missouri
U.S.A.
2 Updates & Rebuttals
John
Austin,Texas,
U.S.A.
craftsman mower Customer relations able to do a lot for a customer that has continous problems
#2Consumer Comment
Fri, November 25, 2005
You can call up to the Customer relations dept at 800-549-4505 and see if they can help you out, if not ask to speak with the a dept the company calls One Source. They are able to do a lot for a customer that has continous problems with tractors
Robert
Jacksonville,Florida,
U.S.A.
Sounds like a "tech" problem to me
#3Consumer Comment
Mon, November 21, 2005
New blades every couple weeks? A special "kit" that was installed already? Your mower is not the problem. The guy Sears keeps sending out is. He's selling you stuff you don't need. The people he works for don't no what you have wrong, as is evident by them giving him the special "kit" that had already been installed prior to the sale. The tech is upselling, nothing else. You should tell him no. I have a mower I use as a bush-hog. It gets a new blade once/year, not twice/month. Stop wasting money on new blades and go cut your grass.
