[Resolved] Sears Service Contract / maintenance agreement
I have a service contract with Sears for my Amana 22 u ft. Fridge. It was not cooling. I called Sears and they sent out a technician after a week. He said the heat exchanger needed cleaning and was surprised that Sears had not cleaned this during their annual maintenance visit. He said it would now cool better. It never did. I then discovered after a week that the ice maker was frozen solid and the rest of the fridge was warmer than usual. I called Sears and they sent another technician in a couple of days who said that the gas had leaked out as the heat exchanger was damaged possibly during the cleaning. He said to throw out the food as all was spoiled and Sears would cover up to $250.00 under the contract. I did so and gave him a form with the cost of replacement which totaled almost $350, 00. A week later I got a call from a lady called Alma who said they had rejected the claim. I told here that they had breached the agreement and that I would take the matter further. Then a day later, I got another call from Customer Service saying they would approve approximately $160.00. and they would send out a check. No payment was ever received and calls to Sears have been unanswered.
I contacted the new president, Dene Rogers by letter and still no reply. The bottom line is Sears does not honor their Maintenance Agreement. If anyone has suffered a similar situation with Sears, I would like to hear from them to file a class action suit against Sears.
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
Sears Brands Customer Care's Response, May 03, 2011
I’m so very sorry that you’ve had these problems with your dryer. You should not have encountered such long delays in getting service out to you. Delays in service can certainly be frustrating and we would like to assist in resolving your concerns.
My name is Misty with the Sears Cares Escalations team and we are a single point of contact for escalated customer concerns. At your convenience, please contact my office via email at [protected]@searshc.com so that we can make sure all your appliances are working as soon as possible. In the email, please provide a contact phone number and the phone number the items were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
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