As Thanksgiving approaches, the last thing anyone wants is a malfunctioning refrigerator, especially when preparing to host a family feast. Unfortunately, this was the reality for a suburban woman who found herself without a working fridge for nearly a month. It wasn’t until she reached out to the ABC7 I-Team that her concerns were addressed.
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Back in October, the I-Team uncovered a surge of grievances directed at Sears Home Services. Many customers reported enduring long waits for repairs that were supposed to be covered under warranty, and facing repeated cancellations.
Prompted by the I-Team’s investigation, even more individuals came forward with similar stories, including an 87-year-old woman left without refrigeration. Her plight underscores the critical nature of timely service, particularly for the elderly.
Pat Galla, along with her daughter Chris Sobush, had anticipated that their Sears Home Services warranty would ensure a quick fix for their appliance woes. Unfortunately, they found themselves caught in a frustrating cycle until media intervention prompted action.
After the I-Team’s report, more viewers reached out. Including an 87-year-old woman who was without a refrigerator.
Pat Galla and her daughter Chris Sobush say Galla was counting on their “Sears Home Services” warranty to get the fridge fixed.
“I’m 87-years-old, my husband’s 89,” Galla said. “So, you know, it’s very difficult to get to the store or anything too.”
A technician came to diagnose the problem, but they say that’s where the service stalled.
“So, he ordered some parts and that was the last I saw of him,” Galla said.
Then she says two weeks later, different technicians arrived but with the wrong part.
“I called the company, and they said we’ll get somebody out as soon as we can,” the 87-year-old said.
Galla’s daughter says scheduled repair appointments kept disappearing.
“So, the system wasn’t scheduling the maintenance even though my mother was putting everything into the system correctly through the phone,” Sobush said.
“Three weeks passed, and I still hadn’t had anybody here,” Galla said. “I saw your program in television and decided to call you because it was going on 30 days.”
Galla saw our first investigation last month, when we talked to two people with similar complaints.
RELATED | Customers say Sears Home Services drags out repair requests, cancels appointments last-minute
Within 48 hours of the I-Team contacting Sears Home Services, Galla got a working refrigerator.
“Immediately. We had messaged you on Monday afternoon. First thing Tuesday morning, I had received an email from the Sears Home Services company,” Sobush said.
Sears Home Services said in a statement: “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. The repair began on September 13, and after a part reorder, was completed on October 8.
We also provided a $300 food loss reimbursement per her Protection Agreement. We appreciate her patience and are glad we could complete the repair and deliver the full benefits of her plan.”
Galla said she would “still be waiting if it wasn’t for [the I-Team] …Much appreciated god bless you.”
The I-Team’s first investigation also uncovered hundreds of other similar complaints filed with the Better Business Bureau.
Sears Home Services points out that it has an “A+” rating with the BBB and that it works hard to satisfy customers.
The company added that parts’ availability can cause delays and the unfortunate need to reschedule an appointment.
