Experience with Sears Auto Center

I usually get my inspections done there, often due to the convenience of being able to drive in and get serviced relatively quickly. The prices aren't particularly inexpensive (there are so many oil change deals out there), which is why I don't have more work done there, but the convenience factor is a strength.

I have been a loyal Sears customer for years, and the following experience is my first run-in or should I say run-around with Sears.  This past weekend I went to get a tire repaired/replaced covered under the Road Hazard Plus Agreement ("RHPA") that was within the "25% of treadwear" requirements.  The tire had to be replaced and since manufacture of the original tire had been discontinued and was not in stock, a replacement tire was offered in its place; however, it was not in accordance with the RHPA (i.e., "...no additional charge.") as I was only given a partial credit and had to pay additional money based on the discontinued tire's last price ($30 lower than the price I actually paid) in the Sears system.  I protested based on the RHPA wording (to no avail) and even the store manager thought the RHPA language should have allowed me a replacement tire at no additional charge.  He stated that he didn't have the aurthority to override the Sears system which clearly limited his ability to follow Sears' Code of Conduct and make the proper credit/correction.  Bottom line: I shouldn't have to pay for the tire replacement and think that my experience is a violation of consumer deceptive trade practice legislation.  I have tried to obtain satisfaction of the RHPA via Sears' customer service phone representatives at two "800" numbers, however, they keep referring me back to the original store and manager who apparently has no authority to rectify the situation, hence the run-around.  My next course of action is to appeal to Sears Corporate ( legal department? compliance? SHC Compliance?) to honor/enforce the RHPA.  Can you assist with issue? 

 Dear TXUConsumer,

 It is disappointing to hear about the trouble you have experienced with one of the Sears auto centers. My name is David and I work for the Sears Cares Team. I would like to speak to you regarding your experience. Please contact me at searscares@searshc.com so we can further discuss your concerns. If you can also include your screen name (TXUConsumer) for reference to your case.

 Thank you,

 David V.

Senior Case Manager

I have used sears auto for oil changes and tires and have been very happy with the service. Four new tires are costly but I can use 0% finance on 1 of my sears cards and pay it off slowly.I would prefer to do that than go to another auto dealer and charge the amount and then pay interest too. Sears Auto is open 7 days a week making it very convenient.

i live in dubois pa i used to like going to sears because of convienence but after getting hassled and run around i stopped going well i decided to try again so i dropped my wifes car off for an oil change and my truck for inspection  well right away they told me that her car needed allignment told them just here for and oil change we went for breakfast came back an hour and a half later wifes car almost done truck not done yet but had problems getting pins in sliders loose in rear brakes but finaly did that they should be lubed that would be 19.99 you couldn't put some lube on it you were just in there ok everything good but muffler has little hole in it could be welded or we can put a new muffler on so i ask how much for muffler he said he would call auto parts store and get price so while he called i called advanced they told me 36.00 for universial and 95.00 for original when guy came back out i ask him how much he said he could get it for 169.00 + labor to put it on i told him price i got he didn't know what to say then they told me they had to reject inspection i said so i get that fixed bring it back you put sticker on it no we have to re-inspect it and charge you again it has always been get it fixed bring it back put sticker on sears is still trying to rip people off and thrive on older people who dont know anything tommorow morning im calling state police telling inpection guy about this hopfully get something done you don't have to pay twice to get your car inspected 08-03-09  email jd-ritz@hotmail.com

On Wed. 12/9/09 I went to Sears Auto Center in Seattle to change my tires. I got a deal, buy 3 get one free. I told the customer service person that I changed the rims of my car, they are not the standard rims. The customer service person informed me that they will check my rims, since on the rims it says the size of tire they need to put on. On Saturday my husband gets home and looks at the tires, only to find out that they put a smaller size tire on my rims. We went to the same Sears Auto Center in Seattle and showed them my receipt and the fact that they put smaller size tires on my car.  The woman at the customer service was not even sure if they had the right size tire in store when they changed my tires the fist time. The woman at customer service told me that they were just now receiving a shipment of tires. Everybody had to help unload the tires off the truck so nobody was able to help us in the next 2-3 hours. We made an appointment to go the next day Sun. 12/13/09 at 10:00am. The woman informs us that it will take them at the most 1 hour to change the tires. My husband went on 12/13/09 to get the tires changed, he arrived on time for the appointment. It took Sears 3 hours to get the tires on the car changed. Honestly the hassle that both my husband and I had to go through to get the right size tires on my car was just horrible. I will not go back to Sears Auto Center again due to their inability to do the job right in the first place. Then when they had to correct their mistake we stil had to wait 3 hours for them to do it. This is just ridiculous.  My husband was late for work because of their incompetence. 

Well, that does sound like quite a crazy time. I know for a fact it does not take 2-3 hours to unload a delivery truck, because I do my own truck personally, with one team member. There should always be someone available to help you, the customer. Did you have a chance to speak with the auto center manager? Most times, we can help you!

A few years ago I had a very bad experiance at a Sears Auto center, I was in a rush on a long weekend at my grandparents needed an oil change thought "ok I will just run to Sears and have it done while I do some shopping at the mall". Well the truck ran fine till I got home the next day (a 4 hour drive home) and then the truck was stalling out at lights and very jumpy. Took it in to the dealer to find out the Sears tech had forgoten to put the oil plug on all the way and the motor had 0 oil in it, they added a few quarts and when they went to move it a few minnutes later all the oil they had put in the motor was on the floor of the shop. Sear was nice enough to replace the motor for me and I have to say Sears insurance provider was a real tool, I never spent more time on the phone yelling at a stupid ajustor as much as with this case it took them over a month to atherize the whole replacement and pay the dealer so i could pick the truck up.

I will never get my oil done at Sears again

Now it is only fair since I put a "bad" experiance up to give positive feedback. I have been buying my tires at Sears for years and love all the experiances I have had with them, including several replacements and fixes to tire under the protection plan. i also have had good luck with the batteries I have purchased from Sears.

Thank you to all the Sears Auto Centers for your good work on Batteries and Tires.

I took my 1997 BMW 740il to Sears in Fairfield, California to get a brake job on 12/12/2009. At completion I drove home and experienced a tremendous amount of shaking when both driving and braking: the tires, the steering wheel, the entire car shook, and did not shake before I had the job done. I took the car back on the morning of 12/13/09 and explained the situation to a mechanic named Anthony. He checked the car and told me that at least 1 of the new rotors that were replaced was warped (defective). He proceeded to resurface the rotors and I was assured that the car was fine. As I was driving home, again I experienced the intense shaking, when driving and when braking. Before taking the car back on the morning of 12/14/09, I took it to a mechanic inhopes of getting the worked done correctly and I would seek reimbursement from Sears. The mechanic declined to work on the car after test driving it and agreeing that something was definitely wrong, he vehemently urged me to resolve this with Sears. I took the car back to Sears and spoke with the manager, someone named Fred. From inception, he tried to make me believe that it was the car and not something his mechanics did. He went on a test drive with me and agreed that it was shaking alot. He had everything replaced. Driving down the freeway again I felt the shaking. It has now gotten worse. I went to the independent mechanic I spoke with earlier in the day and he test drove the car again. His first words were 'How did it get worse?' He acknowledged that they did a terrible job and I should try and get my money back. I spoke with the manager at Sears, Fred, and he denies any negligence. I told him I have only 2 options, get a refund of file suit and a complaint with the BAR. He said he would not give me a refund, that they did nothing wrong and that I should take the car to a BMW dealership and have the dealership call him with the result. Meanwhile, I have a car that runs like garbage and I am out of $1,200.  I will never go back to Sears Auto ever again.

Hi seanc-Welcome to MySears.  That does not sound right, and I think SearsCares would like a chance to help work this out with you.  I am sending your post along to them, to see what they can do.  Please check back on the site in the next couple of days for a response.

 Dear Seanc,

 It is disappointing to read about the service that you have received from your Sears automotive center. The service you have received is not acceptable and we would appreciate the opportunity to assist in this matter. I can assure you that we do not want you to drive around in a car that may not be safe and understand the need for a quick resolution. My name is David and I work for the Sears Cares executive team and we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so we can further discuss your concerns. Please provide us a contact number and we will call you at your convenience. In addition please include your screen name (Seanc) in your email so we can reference to your posting.

 Thank you,

 David V.

Senior Case Manager

Sears Cares

Again glad to see Sears Cares step up and try and make a bad situation better.

I had a flat tire replaced at Sears in Gurnee, Illinois. Once the flat was repaired I drove home fine, and then my car spent most of the next few months sitting (as I purchased another car). Then, when I began driving my car again after not using it for a few months I noticed some shaking and a noise coming from the tire that was replaced. I pulled over to see what the issue was. I thought from the noise that I had a possible flat tire. I didn't see anything out of the ordinary, and figured I must have something wrong with the rear suspension. 

I began driving again (I was on the highway) when all of a sudden I saw something fly off of my car. My car sunk in the back, and I nearly lost control. I was able to get into the break down lane, luckily! When I opened the door to see what was wrong I saw that the wheel, tire and rim, weren't there! 

Turns out when the guys at Sears put my tire back on they either didn't tighten the lug nuts all the way, or they managed to strip the lug nuts! Even if this wasn't their fault, and lets say the bolts were already stripped, they should have at least notified me of this issue! 

I could have died, and having a wheel come off of your car at highway speeds doesn't bode well for the rear quarter panel or your car's undercoating. Now I have a huge ripple/dent, and am missing swaths of undercoating. On top of all of this my gas tank was sliding across the highway under my car. I'm lucky to still be alive. DON"T GO TO SEARS FOR TIRE WORK! 

I used to have oil changes done at Sears when I was pressed for time and couldn't do it myself. 3 changes ago the tech 4 cross threaded the drain plug in the oil pan. Now the threads are totally useless in the pan so they put in an oversized self threading drain plug. So how do I prove it's Sears fault? Manager would probably say it was stripped by someone else. Even though it doesn't leak at the moment I consider this an unacceptable repair. Problem is Sears auto centers have a high turnover rate of techs. Mostly due to low pay, lack of personnnel, low morale, poor hours and lack of an adequate training program. How do I know this? I was a tech at Sears for 30 years. Not sour grapes at all. Just an observation. I retired on my own terms when I felt the time was right. 

missouriwhackmaster said…

I used to have oil changes done at Sears when I was pressed for time and couldn't do it myself. 3 changes ago the tech 4 cross threaded the drain plug in the oil pan. Now the threads are totally useless in the pan so they put in an oversized self threading drain plug. So how do I prove it's Sears fault? Manager would probably say it was stripped by someone else. Even though it doesn't leak at the moment I consider this an unacceptable repair. Problem is Sears auto centers have a high turnover rate of techs. Mostly due to low pay, lack of personnnel, low morale, poor hours and lack of an adequate training program. How do I know this? I was a tech at Sears for 30 years. Not sour grapes at all. Just an observation. I retired on my own terms when I felt the time was right. 

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I'm glad you asked why Sears has a high turnover rate for techs!!! It's not just Sears. I was a Chevy dealer tech and the turnover rate at dealers is pretty high as well. Everyone is always quick to post negative comments about bad experiences. Very rare you hear good things on discussion boards.

 

People need to understand, if you have a negative experience because of an employee, It's not Sears' fault, it's the employee's fault. There are too many people in today's society who just don't care about their job. Lot of times you'll hear, "This job sucks!!" from employee's. Well, your employer is not holding a gun to your head to continue working there!!!! You have to love what you do to be able to do a great job. If you don't MOVE ON!!!!

 

I had more fun being employed by Sears as a tech than I did when I was at the dealership! Does Sears pay a lot? No! It was my choice to stay there as long as I did! I was fortunate enough to be offered a much higher paying job in another line of work! If my schedule would allow me to, I would work there part time!! I take pride in my work. I love helping people. The automotive field is complicated and expensive. I surely would not be happy to have to spend money on repairs to something I might still be paying off!! In this field you will always hear more complaints than positives because of that very reason!

 

If you get a negative experience because on ONE employee, PLEASE, speak with someone else! If it continues all the way to store management, well then, maybe its management itself that starts the snowball effect of bad attitudes at the store!!!