Sears Canada Inc

Our refrigerator wasn’t working properly (the main section was working but not consistently, (it would not stay cool), so we called Sear Home Services and booked a service call.
A service tech came to our home to fix our refrigerator on September 12, 2015. He just replaced the motherboard and left without making sure the fridge was now working; It wasn’t. His repair did nothing to correct the problem we had called them to fix. After first service call we had to call back to get another tech to come out to fix the same problem with our fridge. During this call my wife was told that if we were willing to pay for another service call they would be able to come right away but if we weren’t going to pay more, we’d have to wait a couple of weeks. We refused to pay more so the new service call was scheduled for a couple of weeks later. Meanwhile, we had to take all our food from the kitchen fridge and cram it into our spare fridge in the laundry room. This made cooking meals difficult as we had to travel back and forth the laundry room when we were preparing our meals. When the second tech came out he correctly diagnosed the problem and replaced the fridge sensor; with this repair the fridge started to work properly. The 2nd tech then told my wife that the first tech hadn’t charged the correct amount for the original service call so he added another $68.95 to our bill. He told my wife that because there wasn't a code for this "mistake" he was going to list it on the invoice as "shop supply". When I came home and checked the bill I didn’t understand why we were billed this amount and I phoned Sears to try to try to get them to explain this charge or to get it removed. I called and spoke to the Sears Home Service call centre 3 times before getting bumped up to a Supervisor. In the first 2 calls I laid out our story and was told they needed to look into this and someone would call back but nobody ever did. On the 3rd call the call centre rep informed me that the $68.95 charge was for a filter. I questioned her on that but she was insistent that the charge was for a filter. I checked the old parts the techs had replaced and left behind and a filter wasn’t included. I called Sears again and this time asked to speak to a Supervisor. I told the Supervisor my story and explained that the charge couldn’t be for a filter as our fridge doesn’t have water or automatic ice. The Supervisor told me she’d check into this complaint and call me back. When she phoned back the next day she told me that the 2nd service rep was now claiming that the charge was for a “Thermal Meter”. She said the tech claimed he needed this tool but didn’t have one with him, so he left our home and drove to Canadian Tire where he purchased this device. He then said he returned to our house and used the meter to check the temperature in the fridge. He claimed he left it with her and added the cost to our bill. My wife does not agree with any of this story so I told the Supervisor that we did not see or receive a “Thermal Meter” and that my wife is certain the repairman did not leave our house after starting the repair. The Supervisor again told me to wait while she contacted the Service Supervisor to try to get an explanation . A couple of days later, the Supervisor left a message on our home telephone telling us they will be refunding the $68.95 we paid. 3 weeks later, on October 26th I called Sears back as the refund had not been received. The Supervisor promised to look into it and I received a call later that day from another person telling me they would be processing my refund immediately. I’ve confirmed the refund has since been received.

Sears fired all their Service Techs after a long strike and now contract this work out locally. The Vancouver firm sent an incompetent tech who replaced an expensive part unnecessarily then followed that by sending a thief. Sears did everything it could to try to cover for these Techs and only offered to partially reimburse me for their actions after I spent hours arguing with them over the phone. We have used Sears for our appliance purchases and repairs for years but will we will never use them again.