Appliance repair process frustrates Cleveland homeowner

Appliance repair process frustrates Cleveland homeowner

COMPLAINT: Duane Crockrom, Cleveland

"My dishwasher broke, so I called Sears [621 Richmond Road, Richmond Heights] for repairs. They told me that I would have the option of paying $204.99 for a repair service that would cover parts and labor, and guarantee any parts for up to 12 months. Additionally, if the appliance broke again, with this option, I was guaranteed up to $500 toward the price of a new appliance.

"The other option was to pay $129 labor and to pay for parts if needed, with no guarantee of coverage.

"I took the first offer and was told that I would have to pay upfront before any work was done. The money was taken out of my account the next business day.

"However, the repairman stayed less than five minutes to tell me he could not fix the machine, because the flooring prevented him from being able to access the dishwasher. He told me to wait until the following day to call and ask for a refund on the repair coverage.

"I called and was bounced from one department to the next, disconnected and required to go through the entire story so many times that I became very frustrated. I called the next day and had to repeat the story again.

"I was told that my card would not be able to be credited for another 72 hours, and that there would be a $75 fee. I was outraged that I had to pay anything!"

DESIRED RESOLUTION: "I am going to have my floor torn up so that my dishwasher can be fixed, and I plan to have Sears come back and service me for $129, which was their original offer, minus the $75 I have already been charged."

STATUS: Penalty Box

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