URGENT UPDATE: An 87-year-old woman finally received a new refrigerator just in time for Thanksgiving after intervention from the ABC7 I-Team. Pat Galla, from a Chicago suburb, endured nearly 30 days without a working fridge, relying on a warranty from Sears Home Services that failed to deliver timely repairs.
Galla’s plight highlights ongoing issues with Sears Home Services, which has faced numerous complaints regarding delayed warranty repairs. After the I-Team’s initial investigation in October, which revealed widespread dissatisfaction among customers, Galla contacted the team for help. “I saw your program on television and decided to call you because it was going on 30 days,” Galla stated.
For Galla, the absence of a refrigerator during the busy holiday season made daily life increasingly challenging. “I’m 87 years old, my husband’s 89,” she explained. “So, you know, it’s very difficult to get to the store or anything too.” Despite an initial technician visit that diagnosed the issue, repairs stalled when the necessary parts were not ordered correctly, leading to repeated rescheduling and confusion.
Galla’s daughter, Chris Sobush, expressed frustration with the lack of communication from Sears. “Scheduled repair appointments kept disappearing,” she said. “The system wasn’t scheduling the maintenance even though my mother was putting everything into the system correctly through the phone.” After weeks of waiting, Galla turned to the I-Team for assistance.
Within 48 hours of the I-Team reaching out to Sears, Galla reported receiving an email confirming her refrigerator repair had been expedited. “Immediately. We had messaged you on Monday afternoon. First thing Tuesday morning, I had received an email from the Sears Home Services company,” Sobush noted.
Sears Home Services responded with a statement: “We’re truly sorry for the delay Ms. Galla experienced with her refrigerator repair. We understand how important a working appliance is to your home. The repair began on September 13, and after a part reorder, was completed on October 8. We also provided a $300 food loss reimbursement per her Protection Agreement. We appreciate her patience and are glad we could complete the repair and deliver the full benefits of her plan.”
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 investigation also uncovered hundreds of similar complaints filed with the Better Business Bureau (BBB), revealing a troubling trend in customer service.
While Sears Home Services maintains an A+ rating with the BBB and claims to work hard to satisfy customers, the company acknowledged that parts availability can cause delays. This situation has left many customers frustrated and waiting for essential repairs.
The I-Team continues to monitor this situation and will provide updates as more information becomes available. For now, Galla can finally enjoy a festive Thanksgiving with her family, thanks to the rapid intervention of the I-Team.
Readers are encouraged to share their experiences with appliance warranty services and stay tuned for further updates on this developing story.
