Sears CEO,**We had a our ice maker go out on our Frigidaire refrigerator the other day. We assumed it was because the refrigerator is ** years old, so we ordered a new ice maker to be delivered by mail and also called a service technician and scheduled an appointment for him to come to our home which was a week after the ice maker would arrive. They said it would be a $**.** service call*diagnostic fee. *He came out and he looked at the old ice maker and lifted the arm on it and said it wasn’t getting water through the fill line. He said it was just some water that was frozen close to where the water line feeds into the ice maker. Now instead “giving us an option”of all we had to do correct this (which I could have done myself), he took the line off and run got water through it to melt the ice. It took him less than ** minutes to do that and charged us $***.**!!!!!*We have been doing business with Sears since ****, and have been totally satisfied with them, but this charge was totally out of line. *I was not going to pay him, and told him to just have Sears send me an invoice, but he said he was supposed to collect the money right then.*Reluctantly I paid by check. *I was totally shocked at the fee! After he left, I received a text message from Sears, asking me about my service technician. They asked me to check the options that he “Didn’t do”. *I checked the ** choice which said “Offer Options”*He didn’t offer options because he could have just told me what I COULD DO TO CORRECT IT SINCE IT WAS A VERY VERY EASY FIX ( in which later I found out on your Sears website, that there were tips on what to do if your ice maker isn’t making ice. You could check your fill line to make sure it’s not frozen because the freezer could be set too low, and just take it loose and run warm water through it or put a blow dryer on it to melt the ice in it. *Now if I had of known about this in the first place, this “option” that was on your website, it seems like he could have offered the same “option” to me himself and that’s what I would have done, and just paid him for his **-** minute service call.*I truly feel that we were definitely overcharged for this service call.*I have no problem with the $**.** service call, but the $***.** was taking advantage of us! *I would very much appreciate the refund of $***.**, still paying $I**.** for the service call, for him doing something we could have done if he would have given us the tip like you did on your website. I don’t feel like that is asking too much of you to do. *Please respond to us about this matter.**Regards,*Walton Caughman** Date*********************Technician*WYMAN M*Collect Call*Customer Name*WALTON CAUGHMAN**********Phone Number*(***) *** *****Collect Call*Address***** HAMILTON CT, Appt *NONE, CUMMING GA, ****** Total Labor Cost $***.***Diagnostic Fee*Applied*Regular Labor*$***.***Grand Total $***.***Signature
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