UPDATE: An 87-year-old woman in Chicago has finally received a working refrigerator after being without one for nearly 30 days—thanks to the intervention of the ABC7 I-Team. This urgent situation unfolded just before Thanksgiving, highlighting significant issues with Sears Home Services and its warranty repairs.
Pat Galla, who relies on her refrigerator for daily needs, reached out to the I-Team after experiencing repeated delays and cancellations with her repair service. “I’m 87 years old, my husband is 89,” Galla explained. “It’s very difficult to get to the store or anything too.”
The troubles began when a technician diagnosed the refrigerator issue but then failed to return for over two weeks. “He ordered some parts, and that was the last I saw of him,” Galla recounted. When new technicians arrived with the wrong part, Galla’s daughter, Chris Sobush, reported that scheduled appointments mysteriously disappeared from the system. “Three weeks passed, and I still hadn’t had anybody here,” Galla said.
After seeing the I-Team’s earlier investigation into similar complaints against Sears, Galla decided to reach out. Within 48 hours of the I-Team contacting Sears, she 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 stated.
In a statement, Sears Home Services expressed regret over the delays, stating, “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 the repair process began on September 13 and was completed by October 8, along with a $300 food loss reimbursement for Galla’s troubles.
Galla expressed her gratitude to the I-Team, saying, “I would still be waiting if it wasn’t for [the I-Team] … Much appreciated, god bless you.”
The I-Team’s investigation revealed that Galla’s experience is far from unique. Hundreds of complaints regarding delayed repairs and unresponsive service have been filed with the Better Business Bureau. Despite these issues, Sears maintains an “A+” rating with the BBB and insists that they are committed to customer satisfaction. The company acknowledged that parts availability can lead to delays and rescheduling challenges.
This developing story raises critical questions about consumer rights and the reliability of warranty services. For those affected, Galla’s resolution may offer hope, but it also underscores the importance of vigilance when dealing with appliance repairs. As the holiday season approaches, families like Galla’s are reminded how essential working appliances are for daily life.
Stay tuned for more updates on this ongoing issue and further developments related to Sears Home Services.
