UPDATE: An 87-year-old woman in Chicago finally received her refrigerator just in time for Thanksgiving, following intervention from the ABC7 I-Team. Pat Galla had been without a working fridge for nearly a month, relying on her warranty with Sears Home Services for repairs, which were delayed multiple times.
Galla’s ordeal began when she reported her refrigerator malfunctioned a month ago. “I’m 87-years-old, my husband’s 89,” Galla stated. “It’s very difficult to get to the store or anything too.” After a technician’s initial visit, the repair process stalled as Galla waited for parts that never arrived.
Over the next three weeks, multiple appointments were canceled or rescheduled, leaving Galla frustrated. “Scheduled repair appointments kept disappearing,” said her daughter, Chris Sobush. “My mother was putting everything into the system correctly through the phone, but nothing happened.”
Hearing about the I-Team’s previous investigations into widespread complaints against Sears, Galla decided to reach out for help. “I saw your program on television and decided to call you because it was going on 30 days,” she explained.
Following the I-Team’s involvement, which began on November 20, 2023, Galla received her refrigerator less than 48 hours later. “We messaged you on Monday afternoon,” Sobush said. “First thing Tuesday morning, I had received an email from Sears Home Services.”
In a statement, Sears expressed regret over Galla’s experience, stating, “We’re truly sorry for the delay Ms. Galla experienced with her refrigerator repair. The repair began on September 13 and was completed on October 8, after a part reorder. We also provided a $300 food loss reimbursement per her Protection Agreement.”
Galla expressed gratitude towards the I-Team, stating, “I would still be waiting if it wasn’t for [the I-Team]… Much appreciated, God bless you.”
The I-Team’s investigation has revealed hundreds of similar complaints filed with the Better Business Bureau. Despite these issues, Sears maintains an A+ rating with the BBB and emphasizes its commitment to customer satisfaction. The company noted that delays can occur due to parts availability and the necessity to reschedule appointments.
This developing story highlights the critical role of investigative journalism in holding companies accountable and ensuring that vulnerable customers receive the assistance they need. As Thanksgiving approaches, the importance of reliable home appliances becomes even more evident.
Stay tuned for further updates on this developing story and more insights into ongoing customer service challenges with major appliance companies.
