UPDATE: An 87-year-old woman in Chicago has finally received a working refrigerator after experiencing nearly a month of frustration with Sears Home Services. The situation escalated just in time for Thanksgiving Day, highlighting urgent issues with appliance warranty services.
Pat Galla, along with her daughter Chris Sobush, contacted the ABC7 I-Team after facing prolonged delays in getting their refrigerator repaired. Galla, who is 87 and has mobility challenges, reported that they relied on their warranty but faced repeated cancellations and scheduling failures.
“I’m 87 years old, my husband’s 89,” Galla expressed. “It’s very difficult to get to the store or anything too.” Despite a technician’s initial visit to diagnose the problem on September 13, 2023, Galla stated that no further assistance was provided for weeks.
After multiple failed appointments and the wrong parts being sent, Galla said, “Three weeks passed, and I still hadn’t had anybody here.” Desperate for a solution, she turned to the I-Team after seeing similar complaints highlighted in their previous investigations.
Within 48 hours of the I-Team’s involvement, Galla received an email confirming that her refrigerator repair was underway. “First thing Tuesday morning, I had received an email from the Sears Home Services company,” Sobush reported.
Sears Home Services responded with an official statement, apologizing for the delays and reiterating their commitment to customer satisfaction. They confirmed that the repair began on September 13 and was completed on October 8, 2023. Additionally, the company provided a $300 reimbursement for food loss as part of Galla’s Protection Agreement.
Galla expressed her gratitude, stating, “I would still be waiting if it wasn’t for [the I-Team]… Much appreciated, god bless you.” This incident underscores a broader issue, as the I-Team’s earlier report revealed hundreds of similar complaints against Sears, raising concerns about the reliability of their services.
As the holiday season approaches, this case serves as a poignant reminder of the importance of dependable home appliances. The Better Business Bureau has logged numerous complaints, although Sears maintains an A+ rating, emphasizing their dedication to resolving customer issues.
Moving forward, customers facing similar challenges are urged to document their interactions with service providers and consider reaching out to consumer advocacy organizations. The I-Team continues to investigate the systemic issues within warranty service processes, advocating for consumers who find themselves in similar predicaments.
