I was able to resolve my issue with Sears Home Services. Thanks to Get Human's support with ph * & live body.

GetHuman-ktepley's customer service issue with Sears from October 2018

Help with my Sears issue
Top Tip from another customer
The best way to submit a complaint is actually submitting the issue or complaint to the Better Business Bureau. You can also submit the issue to the local Manager.
The issue in GetHuman-ktepley's own words
Make a payment. ... ********-Tech came out & repaired our refrigerator, Cost $***.**. We also signed up for the SearsHome Services Warranty Program, Cost $***.**.**********-We received our *st statement, Bill Date:*********.**********-*st of * installment payments made of $**.**.**********-Payment cleared the bank.**********-Monday. Tried to pay *nd installment of $**.**. Instructions for *nd & *rd payments needed to be set up online. Instructions on statement, Go To: www.searshomeservices.com to register. There are * Steps to Register.**.Log onto the above website**.Click on the "Register" link on the menu option.****There is NO "Register" link!!!!! to be able to make a payment or setup the payment plan. My husband spent ** min. on the phone trying to make a payment & discovered the *st payment, which cleared the bank on *********, had not been applied to the account. He called & was transferred *x during the ** mins. All phone *'s were automated, transferred, on hold, disconnected & when he did get a human body, they could not help. My husband ask to speak to the Supervisor & was told NO. They hung up! the following ph. * are what we called or were transferred to:****-***-********-***-********-***-********-***-************** Tuesday (**:**am)*I called ***-***-****, transferred to ***-***-****, transferred to****-***-****, transferred to****-***-****, transferred to****-***-****, transferred to****-***-**** & was DISCONNECTED @ **:** pm***:**pm Called ***-***-****-Automated Only to make a payment,but it still had not credited our *st payment of *********.**:** pm-Chat Room w*Stefan gave me ***-***-**** Blair in Billing Dept.*Transferred to ***-***-****-On Hold until *:**pm. Recording came on & referred me to Sears Home Services @ ***-***-****.**:**pm told to call ***-***-****.**:**pm-Hung up. NO HELP!*********** Wednesday (*:** am)*I called CEO, Mitch Riecker Sears Home Services @ ***-***-****. Automated recording, it sent me to a Mitch Lee, who doesn't exist. I called back & was able to leave a voice message for Edward S. Lampert, CEO. No call back yet. I called again, thinking I could find Mitch Riecker & a male answered (no name). He ask where he could transfer me to & I ask him to forward me to Mitch. He said, "No one from this executive office would be calling me, nor would he transfer me to any executive staff." I said, "are you kidding me? I need to talk to someone in the Sears Home Service Division that can help me make a payment, but *st I need to know what happened to my original payment." He told me to write a letter because no executive would take my call.**Thanks so you & your service I was able to talk to Customer Service, young lady, JC. She put me on hold & was able to let me know my *st payment of $**.** had been received. I ask her if I could get an email of the confirmation. She put me back on hold, when she came back on the line, they told her they didn't have a receipt they could email me. She confirm the total balance is $***.**. She said she could transfer me to ***-***-**** to make the payment.***:**am, Recorded message, follow the prompts. I entered my Account & Payment ID*, it still says I owe the $***.**. The recording ask if I wanted to pay in full or a different amount. I paid $***.** on my AMEX card, confirmation ***************.***:**pm-Just got a call from Jan in the billing dept. verifying both my payments had been received. As I was explaining to her what had transpired regarding the * Steps to Register & there is NO "Register" link, she said, Oh My Goodness, the IT guy forgot to set that up on the website and she was going to her manager. She was very pleasant & gave me her name & phone *.*I have spent over * hours, in * days, on the phone trying to resolve this issue.**Again, thank you so very much, for the phone * that helped me get to a live person.*Sincerely, G. Sue
Their statement refers us to "Register" online using a link (step * of *). However, their IT person didn't set this feature up for customers to be able to "Register" & make payments.
Sending me a confirmation of both my payments. I did get a confirmation * of my final payment today, but the recorded message, when I was paying today, still doesn't reflect the *st payment, made on ********* & deducted from my account on ****. I believe Jan in the Billing Dept. (ph* ***-***-****) is trying to accomplish this for me.
I've been a customer of Sears for over ** years. I've always bought Sears appliances & warranties because of the service, but since they have contracted out this service & reading the reviews from customers, Better Business Bureau, etc. When my year's contract is up in ******, I will not renew or use their services again.
Called Sears Home Services Corp Office @ *-***-***-****. Male come on the phone after * attempts and told me, "No executive will take your call & I will not transfer you." I did leave a voice message for the CEO, Edward Lampert & have not received a call back & do not expect too at this point. Over * days, over * hours on the phone & being transferred to ** phone *'s is terrible to say the least.
How GetHuman-ktepley fixed the problem
Thanks to GetHuman I was able to get the direct phone * to the "Billing Dept." There are only * people in that dept., but they answered the phone & verified my *st. payment had been received. In talking to Jan, she was awesome, I went through the instructions on my *st statement. We were to log onto the Sears Home Services website & "Register" to make the next * payments of $**.**. There were * steps to "Register". The *st was to log onto the website, the *nd was to click on the "Register" Link, but the IT Dept. forgot to add the "Register" link. So, no one could use this site to make additional payments. As Jan & I were going over this, a light bulb moment happened for Jan. She said, Oh my goodness the IT Dept. forgot to add the link. I need to go to the manager immediately. She thanked me for the details in solving this issue. So, I paid the balance in full. I'm just hoping my balance is zero, it should be, but we'll see if I get anymore notices. Just * more note, since there are only * people in this dept., you can leave a message on the voicemail & they will return the call. In regards to the service contract, everyone should read the comments from the Better Business Bureau before using this company, wish I had, but I was put on the spot with the tech that was at my house & needed an answer and it was later in the evening. Lesson learned. Thank you so much.
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Sears

Sears Home Services
Customer service issue
Reported by GetHuman-ktepley
Oct 10th, 2018 - 2 years ago
Fixed
GetHuman-ktepley shared how to fix
Seen by 7 customers so far
Similar issue to 1660 others
0 customers following this
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Timeline
GetHuman-ktepley started working on this issue
Oct 10th, 2018 7:59pm
GetHuman-ktepley confirmed the issue is fixed. Hooray!
Oct 15th, 2018 7:17pm

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