Sears Home Services
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I am writing to express my extreme…
I am writing to express my extreme frustration with the service I have received from American Home Shield. Approximately three weeks ago, my refrigerator motor failed, and I promptly contacted American Home Shield to schedule a repair appointment for June 9th, between 8 AM and 5 PM. The technician arrived as scheduled, but I was immediately put off by the strong smell of cigarettes. Despite my expectation that he would repair the fridge, he informed me that he did not have the necessary parts and would need to order them, which would take an additional week. We then scheduled a follow-up appointment for Friday, June 13th. At the time, the technician made a joke about possibly calling in sick, but I didn't give it much thought. On June 13th, I received multiple automated text updates indicating that my appointment was progressing as planned. One message confirmed a time slot of 12:47 PM to 1:47 PM, another at 2:00 PM indicated the technician was one job away, and a final message at 3:30 PM stated the technician was two stops away. However, by 5:00 PM, I received a text informing me that my appointment had been rescheduled for June 18th, between 8 AM and 5 PM. My entire day was wasted. When I called the office, they were unable to send another technician or offer any assistance, despite my recounting the conversation I had with the original Sears contractor. Today, June 18th, my appointment was once again rescheduled. After calling the service center, I was told there were no technicians available in my area. I questioned the logic behind scheduling an appointment on a day with no available technicians and was forced to accept the next available slot on June 20th. Frustrated, I asked to speak with a manager and was connected with an escalation representative named Mika, who assured me a technician would come today. I even received a text confirming an appointment between 1:47 PM and 3:05 PM. However, as of 4:24 PM, no technician has arrived. While speaking with another escalation representative, I was informed the technician was running late and would arrive by 5:05 PM. Almost immediately after this call, I received another text rescheduling my appointment for June 23rd. This entire experience has been incredibly frustrating, particularly since I am hosting a wedding reception on July 11th and currently have no means of storing food in my home. It has been almost a month without a working refrigerator, resulting in the loss of approximately $400 worth of food. Throughout this ordeal, I have recorded all conversations, which I will attach below for your reference. I hope this matter can be resolved promptly and that no other customers have to endure such an ordeal.