Hey All,
I am going to share a bit about my experience with the Sears Auto Center in Sheboygan, Wisconsin. If ANY tech were to run a business like this, they will be out of business in a short time. Beware of using Sears Auto Center!
Here is the message I sent to Sears,
Dear Sir or Madam,
I am writing to you to share about an awful experience that I had at the Sheboygan, Wisconsin Sears automotive center. I am expecting that some sort of investigation be done and that I am compensated for my wasted time and frustration.
On July 1st at 4 pm, I dropped off my 1996 Cadillac Sedan DeVille for a front end alignment, tire rotation and balance, much like I have done for the past 1 1/2 years. I shared with them I had recently put in a few new parts (Shocks, struts, springs and brakes) and am planning to take a trip out to Utah and want to make sure that everything is okay. The steering wheel is off center and it pulls to the left.
I went shopping and to get dinner. I came back at 6:30 and one of the mechanics (Brian) shared with me that they are not able to do the alignment because their machine doesn't work with my style car. I asked if this is the same machine that they had 4 months ago when I got it aligned, he said yes. Then I looked at what he was doing and told him to loosen up the sensor, rotate it 90 degrees and it will work just fine. His response, "Oh yes, that will work". So he told me it would be about another hour so I waiting in the two chair waiting area.
At 7 pm he came to me again and told me that they couldn't do the alignment because they needed a special bolt on the strut in order to adjust it. I asked him if this was the same bolt that I purchased from them in February 2011? He looked on his computer and saw that indeed it was the exact same bolt that they needed to do the adjustment. So, he said, now that they took off all of the alignment stuff, it would be another hour to get it done.
Right about now I am not feeling too confident in the mechanic's ability to do much more than change oil and swap batteries, so I asked to speak to the manager. To ladies came out and I shared the story with them. One was named Kim. She said that she would check into the problem and would make sure everything is okay.
At 8:30 he came to me again and said that they couldn't do the alignment because they needed to cut into the upper fender to adjust something that was out of whack. They showed me on their computer where they needed to cut. I again asked, is this the same cut that was done back in Feb 2011? He again looked at his computer and said, "Oh yes!" But this time he said that he could not get it done before the store would close and that the car was not drivable.
So, I live about 50 miles from this Sears and I am stranded. I kept going back to this particular Sears because I had a friend who was the manager. Jeff Ritt always took very good care of me and I am said for me that he is going, but happy for him. His last day was June 30th. DRAT!
I called a friend who came to rescue me.
The Manager, Kim, said that she would have their best mechanic, Chris, work on it first thing in the morning.
I was tired from doing other things the day before and slept until nearly noon. I was expecting to get a call around 10 am if they were going to start working on it at 8 am.
I finally got a call around noon from a Jake who told me that everything was done but the adjustment to the camber or caster and that they would need to cut out a part in the fender to do the adjustment. New guy! I shared with him the same thing I shared with the past guy, Brian, and he said, "Oh yes, that will work."
At 2 pm I got a call telling me that everything was okay. Phew, right? WRONG.
I get to Sears and share with them that I want to take it for a ride before I pay for it, just to make sure. They told me no problem, if there is anything wrong, you have a 6000 mile warranty and can bring it back to be fixed for free. (question marks going up all over the place.) So I didn't pay yet, and went out to take it for a ride with my friend. Right away I notice that the floor, floor mat, steering wheel, door , arm rest, and seat is COVERED in grease. Not just a little, A LOT! Before I even left I went back into Sears and asked to talk with the Manager again. This time it was Colton. I literally said, "What in the Hell is going on here? My car is covered in grease!" By this time, Brian, the first mechanic that I talked with came over and explained that the other mechanic didn't follow protocol and put down seat covers, floor mats or anything. Pam and Colton agreed to pay to have the car cleaned but what a pain. I now have to take time out to get my filthy car cleaned.
So, I take the car for a ride with my friend. Literally, the words that came out of my mouth were, "WTF!!!!" Now I am pissed, really pissed. Not only does the car pull the the right, but the steering wheel is slanted at about a 45 degrees going straight!
I pulled the car back into Sears and say, "WHAT IN THE HELL ARE YOU GUYS DOING! DON'T YOU HAVE ANY COMPETENT MECHANICS!" By now it is 3 pm ish. They said that they were going to have another guy work on it. Chris never touched the car. They had Brian, the very first mechanic work on it!
At 5:50, Jake called and told me that they will not be able to finish the car today at all and that they would need another day to work on it. GREAT. A THIRD DAY!
At 5:55 I get a call from the store manager, Colton, who shared with me that they just can not get the car into alignment. There might be something up with their machine and I might be better off taking it someplace else to get it fixed.
I arrive at Sears a little after 6 pm to pick up my car. I talk with Jake and Kim and ask them if it is safe to drive. Jake said yes, however that at highway speed it might be a little dangerous because it will pull one way or another, like into oncoming traffic. And it does! Kim apologized and told me that they would cover the cost of cleaning, that I am suppose to submit my bill to them.
Now, I didn't have to pay for the alignment and I wouldn't expect to pay for a job not done.
In 1999, Sears refused to replace a craftsman screwdriver because they said it looked like it was used to pry something open. Yes it was as I just purchase 30 gallons of paint to paint my new house. Since then I have vowed to never purchase any other Craftsman tools. Now, because of this incident, I have lost complete confidence in the Sears Auto Center and don't expect that I will be using their service or purchasing tires or any other product. And while I understand that there was significant turn over in the auto center, I expect that if they say they can do something, they are able to do it! If they don't have adequate staff to do the job, don't do the job!
I have wasted nearly two days of my time trying to get my car fixed, and now, not only do I have to still get my car fixed, but I have to get it cleaned too because someone didn't follow protocol!
I expect to be compensated not only for the cleanings but for my troubles as well. I will also be filing a report to the Better Business Bureau.
You may call me or email me to discuss this issue,
Sincerely,
Tom Hafemann
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