My name is Cheryl Sapp and I am reaching out to you on behalf of my mother who purchase...

GetHuman1917842's customer service issue with Sears from January 2019

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The issue in GetHuman1917842's own words
My name is Cheryl Sapp and I am reaching out to you on behalf of my mother who purchased a range from Sears in **** and purchased the warranty as well.**Her name is **Lora Williams***** Aspen St*Philadelphia Pa. *********-***-********-***-******In September my mother reached out to Cross Country Home Services because her stove was not working properly. At that time she was able to speak to someone and an appointment was set to have the range repaired. The technician came out to the home and damaged the door and told her he could not fix the range and that he needed to order a part and someone would call her to reschedule. No one ever did and after some time had passed she called again.**At that time they told her that another part was needed and that they would call her once the part came in. No one ever did and after some time she called back and was told that the part was delivered to her back door, which is impossible because she has no way of having a delivery come to her back door. They promised to call her back and no one ever did. She called and was hung up on and she had waited patiently through all of the major holidays to get her range fixed and as of the date of this email, the range is still not fixed.**She and I have spent countless of hours on hold, being hung up on, being transferred to non-working numbers and just speaking to down right rude people. I have call Sears direct myself and still no one has helped us. My mother purchased not only the range but the warranty on the strength of the Sears name and we are in disbelief right now.**No one seems to care that she is faithfully paying her monthly fee for the warranty or that she has been without a range for *months now. I want my mother to be compensated with a new range at this point for the long delayed and the rude customer service she and I have gotten in trying to resolve this matter.**I have posted something to your website but have yet to see it on there. Our next recourse is to make our case be known through Social Media, contacting our local channel consumer watchdog and filing a small claims suit.**I have left several messages for all types of supervisors and no one calls back. If you look at her file you will see that this monstrosity has gone on for too long and it not only needs to be resolve but she also needs to be compensated for going this long without a range. And again, we are asking that the range be replaced. Even if she does not have the plan to replace, she has been more than patient and Sears nor Cross Country Home Services has lived up to the warranty agreement.**I know if we have to go to small claims court she will be nicely compensated for all that we have endured and the time we have spent and still are spending in trying to resolve this.**No one wanted to give me the name of a manager, supervisor or telephone number to where I could make a complaint, so reaching out to you had been my only resource.**Please help my mother – she is ** years old and is using her neighbor’s oven to cook every day and it is just unacceptable!!**You can reach me at ***-***-**** or my mother at ***-***-******But someone needs to call us!!!

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Customer service issue
Reported by GetHuman1917842
Jan 7th, 2019 - 2 years ago
Not resolved
Seen by 2 customers so far
Similar issue to 2611 others
0 customers following this


GetHuman1917842 started working on this issue
Jan 7th, 2019 9:22pm

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