Comments on: Sears Automotive – An Experience in Poor Customer Service

By: Sears Automotive - A Chronicle of Customer Service Through Social Media | JustJon Online

Fri, 23 Oct 2009 03:52:39 +0000

[...] week, I chronicled my experience dealing with Sears Automotive over the course of the month of September. I decided to use this as [...]

By: Brian Lamb

Brian Lamb — Tue, 20 Oct 2009 13:57:47 +0000

Jon

My name is Brian lamb. I am the Northeast Region Manager of Sears Auto. I want to personally apologize for this terrible experience. My guidance to the team is “always treat every customer as if it were a family member”. Clearly that did not happen.

We have had several people reach out to you to help resolve any open issues. As a company we strive to be the best in class for service. If you or anyone you know or anyone on this blog has any issues with our service, please don’t hesitate to contact me personally. My cell is 781-962-9598.

Again…my sincere apology for this bad experience. Please give us another chance to serve you.

By: JustJon

JustJon — Tue, 20 Oct 2009 03:27:28 +0000

The one advantage is that they have taken care of the brake sensor issue without financial incursion, since it was so recently put in, but I don’t accept this type of treatment from any vendor I choose to employ, and regardless of how this turns out, I won’t be returning there with my car.

By: BillKace

BillKace — Tue, 20 Oct 2009 00:12:05 +0000

I feel for you brother ! You’ll apreciate this then !

I had a complete brake job done at Sears on a 2002 Chevy Trailbazer with new front rotors and brake pads on all 4 wheels. Within 16000 miles the front and rear rotors were shot and all rotors and pads needed to be replaced at a nice cost of $841.58!! All this after spending over $600 on the first job! Cheap inferior parts are being used and / or poor workmanship is to blame for this. Customer support was useless in resolving any issues with this leading me to no other recourse but to contact the BBB. This is not the first time I had issues with brake work done by Sears! I had a complete brake failure on a 2000 GMC Sonoma pickup after Sears replaced the rear brakes but did not replace the springs in the calipers! Not a lot of fun going thru a toll booth at 70 MPH with no brakes!! I do not recommend having Sears do anything more then changing your oil! And I do not recommend getting any work done at the Rt 9 store in Old Bridge NJ where I had my work done! Go to Midas where they give you a lifetime warranty on your parts and stand behind their work! Never again will I let Sears touch my car!!

By: uberVU - social comments

uberVU - social comments — Mon, 19 Oct 2009 21:13:38 +0000

Social comments and analytics for this post…

This post was mentioned on Twitter by JustJon: New Blog: Sears Automotive – An Experience in Poor Customer Service http://bit.ly/2RU8jG...

By: Denise

Denise — Mon, 19 Oct 2009 19:03:50 +0000

I apologize for your negative experience. Can you please email me your name, store #, and any other details you may have. I would like to forward on to the Region Manager so this can be reviewed/handled. Thanks, Denise (SHC)

By: Joy

Joy — Fri, 16 Oct 2009 05:39:55 +0000

Good grief! What a bunch of morons! I can’t believe you had to go through all that! I’d be pulling my hair out! As well as sending angry letters

Definitely don’t go back, no matter how they respond to you. They FAIL.