We had Sears Appliance Repair come out right before Christmas to fix our dryer (the belt had broken) and to look at our washing machine.
They fixed the dryer, but weren't able to fix the washing machine. They didn't have the parts. They said they'd order the parts and have them shipped directly to me. Alternatively, if I decided at a later time that I didn't wish to have the washing machine fixed, I could call, cancel the service and I wouldn't be charged for the parts.
About two hours after the repairman left, I spoke with my wife and we decided that financially it didn't make any sense to have the washing machine fixed and that we were going to just buy a new one.
I called the repair folks and canceled the order and the service. I was also told that the charge would be reversed from my card.
Imagine my surprise today when my wife calls me at work to tell me that the UPS man dropped off the parts to fix our washing machine. Lovely. So I checked my Sears account, and they indeed did charge me for the part. To the tune of about $180.
So I call repair and ask them what I should do with the parts they sent me. "Ship them back to us, at your cost and we'll refund your money. We know, it's a pain, but that's what we need you to do." I asked them about refunding the $180 off my card, and they said "We can't do that, we have to transfer you to the credit department. Please hold."
They hung up on me.
So, I called the credit department directly. They said I'd have to talk to the service department again (keep in mind I've already done this once). I did speak to them (again) and they said that they would actually send someone out to my house to pick up the parts (score one for Sears). They wanted me to set up a time to do that, between 1-5 pm on some day to do that. So I'd have to take a half day off of work, or work from home that day. Working from home is actually fabulous, I love to do that, but I don't know that my job particularly likes it when I'm not physically "there".
So I asked them if they would pick the parts up at my office. They said that they would and scheduled an appointment to pick them up.
Next, I asked about the $180 charge. They said that they (repair) could not reverse the charge but that they would transfer me to the credit department and they'd be happy to help me with that.
The nice lady in the credit department allowed me to contest the charge. It will take 4-5 business days for the contested charge to be removed, but at least it will (hopefully) be removed in that time.
In the future, I'll be avoiding Sears Repair completely and totally. I urge others to do the same.
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