UPDATE: An 87-year-old woman from the Chicago suburbs finally received a new refrigerator after nearly a month without one, thanks to intervention from the ABC7 I-Team. The urgent situation unfolded just days before Thanksgiving, highlighting significant service delays at Sears Home Services.
Pat Galla and her daughter Chris Sobush had been relying on their Sears Home Services warranty, but repair efforts stalled after a technician’s initial visit. Galla expressed her frustration, stating, “I’m 87-years-old, my husband’s 89. It’s very difficult to get to the store or anything too,” emphasizing the struggle of her and her husband during this critical time.
After the technician diagnosed the issue, parts were ordered, but no follow-up service occurred. “Two weeks later, different technicians arrived but with the wrong part,” Galla reported. Despite multiple calls to the company, they faced ongoing cancellations and rescheduling issues. “Three weeks passed, and I still hadn’t had anybody here,” Galla said.
Upon seeing the I-Team’s earlier investigation on similar complaints, Galla decided to reach out for help, stating, “It was going on 30 days.” The I-Team had previously reported on widespread issues with Sears’ repair services, with numerous customers expressing similar frustrations.
In a swift response, the I-Team contacted Sears Home Services. Within 48 hours, Galla received confirmation that her refrigerator repair would finally be completed. “First thing Tuesday morning, I received an email from the Sears Home Services company,” Sobush said.
Sears Home Services issued an official statement, acknowledging Galla’s experience: “We’re truly sorry for the delay Ms. Galla experienced with her refrigerator repair. We understand how important a working appliance is to your home.” They confirmed that the repair began on September 13 and was completed by October 8. The company also offered a $300 reimbursement for food loss under her Protection Agreement.
“I would still be waiting if it wasn’t for [the I-Team],” Galla expressed, adding, “Much appreciated, god bless you.”
The I-Team’s investigation revealed hundreds of complaints filed with the Better Business Bureau regarding Sears Home Services. Despite the issues, the company maintains an A+ rating with the BBB, stating that they strive to meet customer needs and that delays can occur due to parts availability.
This case underscores the critical importance of reliable customer service, especially for vulnerable populations. As the holiday season approaches, families are reminded of the essential role of functional appliances in their homes.
As the situation develops, customers are encouraged to stay vigilant and report any service failures to the appropriate consumer protection agencies.
