URGENT UPDATE: An 87-year-old woman from Chicago has finally received a new refrigerator just in time for Thanksgiving, after her desperate situation was highlighted by the ABC7 I-Team. Pat Galla, who had been without a working refrigerator for nearly 30 days, turned to the I-Team after enduring a frustrating ordeal with Sears Home Services.
Galla, along with her daughter Chris Sobush, relied on their warranty from Sears to address the malfunctioning appliance. “I’m 87-years-old, my husband’s 89,” Galla stated. “It’s very difficult to get to the store or anything too.” Despite their reliance on the service, Galla faced numerous delays and mishaps as technicians arrived with incorrect parts, and scheduled repair appointments vanished.
“I called the company, and they said we’ll get somebody out as soon as we can,” Galla recalled. After weeks of waiting, she finally sought help from the I-Team, which had previously reported on similar widespread complaints against Sears. “Three weeks passed, and I still hadn’t had anybody here,” Galla said.
In response to the I-Team’s intervention, a technician arrived quickly, and Galla had a working refrigerator by the next day. “Immediately. We had messaged you on Monday afternoon. First thing Tuesday morning, I received an email from Sears Home Services,” Sobush said.
Sears Home Services issued a statement apologizing for the delays. “We’re truly sorry for the delay Ms. Galla experienced with her refrigerator repair,” the company said. They noted that the repair process began on September 13 and was completed by October 8. The company also provided a $300 reimbursement for food loss under her 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 ongoing investigation uncovered a disturbing trend, revealing hundreds of similar complaints filed with the Better Business Bureau against Sears Home Services. While the company boasts an “A+” rating with the BBB, it acknowledged that parts availability can lead to unexpected delays and the need for rescheduling.
This situation underscores a critical consumer issue as many customers continue to face challenges with appliance repairs, particularly as the holiday season approaches. Keep an eye on this developing story as the I-Team continues to investigate the systemic issues affecting Sears’ service reliability.
