Complaint / review text:
Regretfully I signed an agreement with SEARS for a home warranty. After filing a claim, not only the issue hasn't being resolved, instead I received LIFE THREAT over the phone from a Sears local Vendor and Sears has ignored the serious live threatening statements multiple times. It goes like this: My Dishwasher went bad and I filed a claim 2 weeks ago. I was referred to a local service provider who didn't answered the phone for 4 days. On the 4th day and only after I called SEARS, they told me that the contractor was not capable to service my dishwasher due to its brand. At that moment, they arranged a new appointment with a local company that operates under the name of Alexandria Appliance Services and Accurate Appliance Services. On that day (Tuesday) an appointment was scheduled for Thursday between 8:00 am and 12:00 PM.
On Wednesday Afternoon, I received a call from a lady indicating that they had a schedule issue and that they needed to reschedule the appointment. I told her that she needed to find the way to accommodate the appointment because I had already taken the day off work. At the end, she was able to accommodate me between 10:00 am and 12:00 PM. Well, no one showed up and at 3:00 PM that day, I received a call from the same lady. The call went to my voice mail.in that voice mail, she was telling me that the contractor was running behind and the expected arrival time was 3:30 but she needed to hear from me in the "next couple of minutes" in order to keep the appointment.
At 3:16 PM I called back after letting her know my discontent and that I was planning to let SEARS know about the way my cases was handled is when she went crazy and the Christina I was dealing with for the past 2 days went from being a polite to abusive person in seconds. She told me that she was tired of me and that I could go to hell followed by serious and offensive profanity. She hanged the phone on me. I immediately looked at my text records to see if in fact I was wrong about receiving messages from her and there was no message as she had indicated. At that moment I sent a text message letting her know that she was lying and to send her the chain of TEXTS. Few seconds later, my phone rang. It was Christina, to tell me that she knew my address and that I was going to regret messing with her, that she was gong to CUT MY THROAT AND MY WIFE'S THROAT. Of course, more profanity and violent language.
I told her that I was recording the call and that I was going to file a police report in addition to call Sears. Few seconds later, my phone beeped, it was Christina again with a text message with more profanity and acting as if I was the one threatening her. Thankfully, I have records of her behavior to protect myself. Now, here is where sears is at fault. Two weeks has passed and I have had my dishwasher repaired. I have called sears 5 Times and presented my long case without successful a resolution. I requested to speak with upper management without success. They just don't care about the incident. I requested them to return my calls and NOTHING! No one is returning my calls. I called today 3 times and have presented my case to 3 different representatives. They keep telling me that I'm going to receive a call. They don't have direct extensions to follow up. They refuse to send me an email or commit with me for a resolution.
Sears haven't had the courtesy to follow up with me regarding Christina, Accurate or Alexandria Appliances. They don't care to continue doing business with a local vendor who protects an abusive individual. Sears is in the appliance sales and service and they hire unreliable companies to do the work without proper supervision. My request to have the case escalated to upper management after a LIFE threatening scenario has been ignored. To put an end to this, I had an appointment today with a 3rd vendor and the vendor never showed up. I called them 3 times and they haven't been able to see what happened or why I was told that someone was going to come to my home and ignored the appointment.
Clearly, after 2 weeks, my hardwood floors are damaged, my basement ceiling is falling apart and my kitchen cabinetry is building mold. Are they going to cover this issue? Clearly not. I bet this complaint will be forwarded to another customer service clerk and nothing will happen. I'll keep you all informed. I filed a police report and hope to have this lady investigated. Thank you for reading this.