4 Stars: Good work, needs improvement on customer service. (by Betheny R.)

Betheny R. — Tue, 29 Sep 2009 15:16:00 GMT

My husband and I have always taken our car to Sears for tires and shocks. They always seem to have a good deal going, buy three get one free, etc. I have noticed its been taking longer than usual to get things done. I was the first one in on a Tuesday morning, and it took them until 4:30 to install four tires and four shocks. They said their normal distributer was out of stock and they had to find the front shocks somewhere else. But I really got a deal on the tires, $50 off their normal price.

Overall, they are nice people, they just need a little better communication skills. The work has always been good however, no complaints there.

1 Stars: Sears Auto -- Stay Away if you value your TIME (by Arcadia R.)

Arcadia R. — Wed, 31 Oct 2007 11:49:00 GMT

If you don't have the time/interest, to read my woes in detail, be sure to read the summary below. Also, I encourage you to share your views on this business (and others) for the greater good.

PROS: Location..Location..Location...., you can grab a snack,meal,bus,cab (while your car sits in their bay for days together) . You can even grab a spare part (which would go missing from your car) from nearby auto dealers.

CONS: No regard for customer time, whatsoever (its worser than than dine-in customer's treatment at drive-throughs), unprofessional and unskilled technicians only to be topped by their pathetic customer reps.

[I went through so much, I couldn't write it any shorter... ]

I went for an Oil change+tire roatation on Friday evening and they took "20 MINUTES", to tell me that it will be 2 hours for an oil change (while the technicians were busy the customer reps weren't).

I went back again on Sunday morning, this time they took "30 MINUTES" (just like the other day, there were only a couple of folks in the line ahead of me) to check-in my car. After one hour, they called me and told that I have to replace two of my tires and all of my struts and that they have some promotion (usual sales pitch) on the products and installation.

I gave OK and they told they need the vehicle till end-of-day (7 PM), when I scrambled back to the store before closure, my car wasn't done, they were done only at "7:30 PM". I paid 900+ dollars and took the car for a test drive and found that brake lights and ABS lights was on. I came back and told the manager-on-duty about the issues.

He asked me to come back the next day at Noon, dropped off my car and they promised that it will be ready by 3 PM. "I CALLED" at "5 PM" and they told that one of their technicians didn't come in and they'll look into my vehicle at 5:30 PM, the manager called me back around 7 PM and told that they couldn't find where the problem was, as they don't work with ABS systems. I explained to them that everything was okay until they replaced my struts and that they've to fix what they have broken.

I drove to the store (4th TIME) to make sure they're going to fix the issue as promised. The manager left a note for his boss to look into the problem and call me before 10 AM, the following day. His boss NEVER called me. Again "I CALLED" on Tuesday to find the status and the manager told that they have ordered the part and that my car will be ready by 3 PM. The manager again called at 4:30 PM and told my car was ready for pickup.

I drove to the store in the evening to pickup my car, thinking that my ordeal was finally over... but, boy I WAS WRONG AGAIN. This time, the warning lights were off, BUT one of the lugnuts in the front wheel was missing. This time, they started showing cold shoulders and I had raise my voice and show a little temper to ask them to pay for it (that too, I have to buy the part from the dealer and Sears would repay me for it... how ridiculous).

I am going to buy the part today from the dealer....the SAGA continues well into the Wednesday... one which began on a lazy Sunday Noon.

3 Stars: Back Orders (by Michele L.)

Michele L. — Thu, 16 Jun 2005 14:15:00 GMT

Okay, I normally love shopping at Sears but about 2 months ago I purchased a chain saw and they said it would be in after 1 week. I waited and it didn't come. Two months later and they still don't have the item in. I've complained and complained. I did however, get a couple of discounts but it still doesn't excuse having to wait so long.

3 Stars: (by Joan R.)

Joan R. — Tue, 28 Dec 2004 11:23:00 GMT

I recommend everything on the second floor: appliances, electronics, house decorations, tools. However, downstairs looks like 99-cent stores: clothing, etc.

Insider Pages Reviews for Sears Auto Center

4 Stars: Good work, needs improvement on customer service. (by Betheny R.)

1 Stars: Sears Auto -- Stay Away if you value your TIME (by Arcadia R.)

3 Stars: Back Orders (by Michele L.)

3 Stars: (by Joan R.)