I have reported my refrigerator and cook top because they are not working and a servicer went and have not gotten the parts or had my appliances fixed
I need your assistance urgently

Subject: Customer Complaint- Failure to perform contracted services. Request to escalate to top management for resolution.

Date: 9/19/2022
Dear Sears Home Services/Cinch Management I am writing you this letter to convey the unfair treatment that I received from your company and Sears Home services who is your chosen contractor. My wife and I are both elderly homeowners and we feel we have been taken advantage of by both of your organizations. I have tried to resolve this issue with your case management department but unfortunately to no avail. I am requesting that my service fee $160.00 and the contract price that I paid YTD be returned to me ASAP.

I am notifying you of the situation in detail so you have all the facts and can understand exactly what has transpired in my case. I am confident that once you review the facts, you will assist me in rectifying the situation ASAP.

Before I proceed, I would like to relate the last conversation that I had with your case manager. On September 14, 2022 I spoke to Jasmin in Case Management and requested written documentation in detail as to why Cinch denied my claim. I informed her that I wanted to escalate the issue to upper management. She told me” she was the last person that I would be speaking to.” She also said I could not escalate the issue further.

After a very confrontational conversation, and continued push back from her, I reminded her that our conversation was being recorded and once again reiterated that I had the right to escalate this issue. She finally told me to look on the Cinch website if I wanted to file a complaint. She indicated that she would send me the detailed information that I requested within 24 to 48 hours, I still have not received the information from her. It has now been 6 days.
I strongly encourage you to listen to the recording of the conversation I had with her. I am confident that you will find what I have listed above is true and accurate .

In my view, one major contributor to this problem was a unqualified technician who did not have the ability or knowledge to fix my ice/water maker. Instead, he trumped up an excuse to leave my premises because he could not ascertain how to properly install the new refrigerator door.

I am appalled by the fact that he abandoned the service right in the middle of the job and literally ran out of my house leaving me with an inoperable refrigerator that was operating before he came to my home. Essentially, he broke my refrigerator.
Prior to his arrival, I was able to dispense water and ice without the paddle by pressing the lever behind the paddle.

I kindly request that you review the facts below in detail. I think you will see there were missteps on Cinch’s side and Sears home repair which led to the situation.

Key Dates

8/11/2022- Reported Ice/Water machine got stuck in the on position. I was unable to get an appointment until 8/30. (15 days after I reported the problem).
8/30/2022- Sears First Technician arrived at my home diagnosed the problem and ordered parts
9/1/2022- Parts Received.
9/13/2022-Sears Second Tech. arrived to install parts.(30 days after initial problem reported) He did not fix the problem. Repair was not completed.

Narrative

On 9/13/2022 the first Tech. arrived at my home. I explained to him in detail that the paddle on the icemaker broke and got stuck in the on position and started to flood my home. I pulled the paddle back and the flood stopped. The technician observed that the paddle was off, inspected it and the area behind the paddle. He determined that the easiest fix was to order and install a new door.

The Sears Tech. asked me if I was aware of any other issues and I told him that the refrigerator was cooling and there was an internal thermometer which indicated temperature variation within the refrigerator. He said he would order a new thermostat and defroster sensor. Additionally, he said he needed to order an upper fan assembly. All of the fixes were determined , approved and ordered by the first technician. Additionally, the technician informed me that all of the parts and labor were covered under the warranty and the service fee that I previous paid. Note: the door paddle was off when the first technician arrived made his determination. At no time did he indicate there was a problem with the warranty or that it would be denied. He had me to sign a form acknowledging the diagnostic service and the parts he ordered and new service date which was 9/13/2022. I also received an Email the next day confirming that.

On 9/30/2022 the second tech. arrived. I explained to him the same information that I provided the first tech. and gave him the parts that were ordered. Note: The dispenser paddle was off when he arrived . I showed him the old paddle.

The Sears second tech. proceeded to install the door. After he completed the installation and tested the functionality of ice/water maker, it was completely dead. During the entire installation the second tech. was talking to another tech. who seemed to be giving him continuous direction through the process. Once again, I must reiterate, I was able to dispatch ice and water prior to him installing the new door.

During the installation process I noticed the second tech. kept going back and forth to his truck. When he came back in my house the last time, he told me his boss told him he was taking too long and should return to the office. He said he called Cinch and because the paddle was removed he was no longer authorized to work on my unit. Additionally, he falsely accused me of trying to fix the temperature sensor which is absolutely untrue and absurd. In addition to not having a clue on how to do that, I have a spinal cord injury which would make it virtually impossible for me to perform that fix. My doctor advised me if I fall or twist to aggressively, I could become paralyzed. I have an operation forthcoming. His accusation is completely outlandish.

I explained to him that the only time the refrigerator was serviced was about three years ago when the defroster coil froze. I have the receipt for that service. So whatever prompted him to falsely accuse me of repairing it myself, the only repair ever done on the refrigerator was actually performed by an authorized LG service technician.

Lastly, I requested the technician reinstall my old door since the ice/water was at least working even without the paddle. He refused! While I was talking to Cinch on the telephone, he literally ran out of my house and sped off in his truck. He left all the parts (old and new) on the floor.

The first technician never mentioned anything about the paddle would void my warranty and in fact indicated it was covered. The second technician never mentioned anything regarding voiding the warranty either until after he installed the new door and it did not work! It is quite clear to me there was a purposeful intent avoid honoring my warranty.

In summary, I am appealing this denial of services and hope that you will resolve this issue ASAP. I hope to work with you in the spirit of cooperation and that Cinch and Sears Home Services will do the right thing! Should this issue not be resolved in an expeditious manner, I will have no choice but to write a letter of complaint to the various regulatory agencies and attach a copy of this letter.

The HVAC unit was NOT installed correctly, according to two Sears technicians, on separate occasions, who have come out to repair the unit. The control board has gone out numerous times, apparently because no surge protector was installed with the unit. The two Sears technicians have stated both times that a surge protector should have been part of the package and installed with the unit. The A/C has been out of service since mid-December and to date, no new control board or surge protector has been installed, despite a Sears service technician having been out twice.

Over the last year and a half my numerous attempts by phone, e-mail, and text messages to resolve this issue have been futile. I’ve been given either the run-around by service representatives, passing me off to other departments or just hanging up on me, or representatives just ignoring my e-mails and text messages.

Michael Sanders is the Sears representative that handled my purchase and with whom I have been attempting to communicate with regarding this issue. He has been very difficult to reach and rarely responds to my attempts to contact him. Despite my trying to reach him on numerous occasions, he has not responded to me since August 8th, 2021.

It has been over two months since I called in a service request and I’m still being given the run-around or ignored, most recently by Sears Home Warranty Service.

I am extremely disappointed in Sears installers, Sears customer service representatives and Home Warranty service. I have run out of patience.

I am filing a formal complaint with the Better Business Bureau and forwarding a copy of this e-mail to my Attorney