Sears Auto Center

Sorry to hear about that, SlamminSam.  I know they normally will call to get approval on additional work.  Looks like someone at that Sears Auto must have forgotten to make that call.  Sears would never intentionally just add on charges, without customer approval.  This is not how Sears does business, and they would never want their customers to feel as though they have been cheated.

SO glad to hear you were taken care of, in the end, and everything worked out. 

I had just the opposite treatment at Sears Automotive in the Hampton, VA store.  There has been an obvious effort to greet customers in a positive, confident service oriented manner.  This is just not one cheery person, but the whole team.  They made sure of my needs (oil, lube, elec system check, new battery), were responsive to keep me apprised of progress, and discussed good auto practices for the future.  I am not paid to make these comments and I have had my share of abrupt, disinterested service from Sears Auto in the past.  Something has improved...for the better.  How refreshing!  I have bought Die-Hard batteries for years...they are the quality I can afford.  Now in addition I get a sense of confidence in the service, not the crap shoot that I will get half hearted care. I want this feedback to get back to the people who made it happen.  Sears should feel really proud of this POSITIVE MOMENT.

Thanks everyone for your feedback.  I do apologize SlamminSam that services were added to the ticket without notification.  There is a consent form customers should complete with questions such as repair without call, repair with call only, repair ONLY what requested that the CSA's must follow. I am glad to hear the Auto Center responded and you ARE a valued customer! We want to be your TRUSTED place to shop and get your vehicle serviced!!!!!!!!!!!!!!!!   Thanks for your business and I sure hope to see you back in our auto centers!

My whole problem wasnt so much Sears, it was the guy who I talked to when I dropped off my car.The guy that called me and said after we did your brake-evaluation we have learned you need new brake pads on front and back. Why didnt he mention then that I also needed the other 6 charges he added to my bill without my knowing. He added stuff like road-side assistance?? I didnt ask or sign for anything like that. I made it clear to "Corey" that I just wanted new tires and brake pads.He also said my car would be ready at 5:30...my car wasnt ready till 8:30 and by then the place was practically closed and there was noone there including "Corey" that could authorize taking off all those charges. I ended up going in Sears with my dad the next day and speaking with a manager who at first tried to offer me a Sears gift-card but after explaining to him I highly doubted I would be coming back to Sears he finally gave me some of my money back and took the charges off.He also told me that "Corey" receives two complaints a week for the same thing (charging ppl without their knowledge) and he was so sorry. I wanted to scream get rid of him then..why is he still working for you? Thanks for all your responses, like I said it wasnt so much Sears but the guy who was tring to make commision of a young-single-mother who needs every penny she can get!!!

By law, a customer is not required to pay for any repairs that are unauthorized. Glad you didn't back down and that the manager took care of your situation!!!!

Here again, we have a bit more proof that it isn't necessarily a Sears problem, most times, it's a people problem.

Hiring someone, and knowing someone on a personal level, are two different things...

I was stupid and let the sales manager talk me out of the tires I wanted and I got stuck with Dunlops which are the worst tires I've ever had

worldweary2 said…

Here again, we have a bit more proof that it isn't necessarily a Sears problem, most times, it's a people problem.

Hiring someone, and knowing someone on a personal level, are two different things...

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So true. This is an honest to God, true story!!!

When I was employed by Sears, I was a Tech III service technician. At times I did sales when we were busy or short handed. I had a customer come in who had just purchased a used car from a dealership. He was inquiring about 4 new tires. I walked out to the vehicle to inspect the tires currently on the vehicle. All 4 tires were COMPLETELY BALD!!!!! I had informed the customer that in the state of Illinois, it was illegal for a dealership to sell a vehicle in an "unsafe condition!" I recommended he go back to the dealer and have them install new tires for free.

Customer comes back 3 hours later with a huge lunch for me and offered me a $50 tip for saving him several hundred dollars!!! I had to refuse the tip, but accepted the lunch =) I had earned a wonderful repeat customer that day, and I didn't even sell him anything!!!!

With so much money to be made in this business, its a shame people have to try and rip customers off with dishonest work. In the automotive repair business, word of mouth is the best advertising you could ever ask for!!! I am very grateful and thankful for all the repeat customers I had ever earned.