UPDATE: An urgent intervention by the ABC7 I-Team has resulted in an 87-year-old woman receiving a much-needed refrigerator just in time for Thanksgiving. Pat Galla, of suburban Chicago, was left without a functional fridge for nearly a month before the I-Team stepped in.
While Galla and her family relied on their Sears Home Services warranty, they faced a series of delays and miscommunications that left them in a dire situation. “I’m 87-years-old, my husband’s 89,” Galla stated. “It’s very difficult to get to the store or anything too.”
The trouble began when a technician arrived to diagnose the refrigerator’s issue on September 13, 2023. After ordering parts, Galla heard nothing further. “Two weeks later, different technicians came but with the wrong part,” she explained. Galla described how her scheduled repair appointments kept disappearing, leaving her without a solution as days turned into weeks.
After seeing the I-Team’s initial investigation into similar complaints against Sears Home Services, Galla reached out for help. “It was going on 30 days,” she added.
Within 48 hours of the I-Team contacting Sears, Galla had a working refrigerator. “First thing Tuesday morning, I received an email from Sears Home Services,” said her daughter, Chris Sobush.
In a statement, Sears Home Services expressed regret over the delays experienced by Galla. “We understand how important a working appliance is to your home,” they stated. They confirmed that the repair began on September 13 and was completed on October 8, along with a $300 food loss reimbursement per Galla’s Protection Agreement.
Galla expressed her gratitude, stating, “I would still be waiting if it wasn’t for [the I-Team]. Much appreciated, God bless you.”
The I-Team’s investigation previously revealed hundreds of similar complaints lodged with the Better Business Bureau. Despite these issues, Sears maintains an A+ rating and emphasizes their commitment to customer satisfaction. A company representative noted that parts’ availability can often lead to delays, necessitating rescheduled appointments.
As the holiday season approaches, the urgency of timely repairs and customer service remains critical for families like Galla’s. This case serves as a reminder of the importance of accountability in service industries, especially when lives are impacted.
Stay tuned for further developments on this story as more customers share their experiences with Sears Home Services.
