ATLANTA — Sears customers reached out to Channel 2 consumer investigator Justin Gray after months of frustration trying to get appliances replaced under their Sears Home Warranties.
Amanda Pirkle has been trying since September to get a broken refrigerator fixed at her Cumming home.
“I think they want my $60-a-month and they want me to go away because they don’t want me to hassle with it anymore. But it’s wrong what they’re doing,” Pirkle told Gray.
“I started at Sears in 1967,” Susie Rome told Gray.
The Mableton senior citizen has been a loyal Sears customer after working there for two decades starting at their historic Ponce De Leon location.
Rome has been trying to get her washing machine replaced or repaired since November.
“They said they were going to replace it but every time I call it’s three to five days,” Rome said.
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After Gray reached out to Sears, the company has agreed to replace both women’s appliances.
“Both customers have been authorized for replacement products under the terms of their contract. We have associates who will assist in the selection process and are ready to expedite in any way to make the last step as seamless as possible. We apologize that they did not receive assistance sooner,” said Eileen Jaffe, Sears Senior Manager of Customer Experience.
This is not the first time Channel 2 Action News has reported on problems with the Sears home warranty.
Ann Dell finally got a replacement dryer from Sears last fall only after Gray got involved. She had been trying to get her dryer repaired her replaced for nearly a year.
“I’ve been on the phone two or three hours at a time with them being transferred from department to department, department. And everybody has an excuse, or this wasn’t done or that wasn’t done,” Dell said.
Customers say they signed up for the $60-a-month warranty because of their faith in the Sears brand name.
“There’s no access to a supervisor, no access to a manager to speak to. There’s no accountability. For any of it to anyone. I feel like I’m in this black hole of Sears warranty,” Pirkle said.
A company called Transformco now owns Sears. It has no physical stores left in Georgia.
Sears said it is investigating what went wrong in these incidents.
“We are investigating both instances to determine where a breakdown happened so that we can immediately address any gaps,” Jaffee said.
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