The complaint has been investigated and
resolved to the customer's satisfactionResolved Sears Auto — customer service
resolved to the customer's satisfaction
I went to have 4 new tires put on my car. After an hour of shopping/waiting for my car to be ready, I received a phone call from the auto department saying they could not find the piece to unlock my lug nuts. They offered to remove them anyways by breaking the locks for an additional cost. I opted to look for the piece myself and if I couldn't find it I would come back the fallowing day. Okay fine..its a new car to me and to be honest I don't know much about the subject, all I knew is I would rather have something done correctly. So when I came back to get my car they handed me a bill for an alignment. I really wasn't exspecting them to give me an alignment without replacing the tires, and why did they do this before changing the tires. Well I found out, they had a "free bay at the time". I asked why I was recommended to have an alignment with new tires and then they did the alignment before puting on the tires. This doesn't make any sense to me. It should be at their loss because they tried to cut coners and do work at a faster pace. Well besides all that, even if some don't agree with me..I asked to speak to a manager. She came out to the show room in a "huff" already aggrevated and with a prompt explaination as to why I was wrong in a very dermeaning manor with even asking me for any sort of explanation. I actually even didn't even get a chance to speak before she demanded payment. I was exspecting maybe a diplomatic explanation possibly, or at least my side of story to be heard. I am not an unreasonable person. By this time one of the other customers interupted her and quickly took my side, in which she also quickly disregarded anything he was attempting to say as well. I told her I felt it was unfair that they exspected for me to pay for their "mistake", and she responded to this by treatning to have an mechanics lean put on my car and that she would call the mall security. She also told me I could not get my car back until I paid, which I thought was funny since I was volunterily still there trying to work something out with them..car keys in hand. Even one of her co-workers amitted to her bad diposition and lack of handing the situation properly. I paid the bill, as security circled my car and parking lot. I will never return or recommend anyone to ever go to Sears ever again. Not because I feel as though they should have wiaved the alignment, which not only takes less then 5 mins with mechanics getting paid by the hour anyways; or because they did my alignment technically improperly before tires were put on; but because of one manager that does not have the personality or disposition to handle customer or customer complaints and should never have a job in customer service in the first place.
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