Sears Auto Center

Reviews 3

YU

Yui Tachasub

Horrible, very irresponsible, and rude customer service from one of the store manager, Ron. My husband and I were from out of town, needed tire repair while we were on vacation in San Diego. We stopped by the shop and got a new tire in the evening (12-17-2015). Their staffs broke the tire pressure monitor and they promised to fix it with the part equal to the one they broke. Went back the next day (after confirmed they got the part from our car) before we leave town to get it fixed. They replaced the tire pressure monitor and the tire pressure light was still on. Their staffs told us to take the car to Toyota for reprogramming and would reimburse the cost to us. Once we got back to LA, my husband took the car to Toyota to have the tire pressure monitor re-programed. That was when we found out that the part Sears Auto UTC replaced was not the one they promised us (they used the rubberized one instead of the metal one - the one they broke). One of their staff, William, was on the phone with Toyatas staff, where Toyota told them Toyota cannot reprogram the part they replaced. Will said he did replace the rubberized one without knowing that it wouldnt work (and of course without telling us that it was not the one they promised) and he would talk to his store manger to get it resolve and call back. Hours later, we didnt hear anything back. My husband decided to call the store and speak directly to the manager. My husband was put on hold then got cut off 4 times. The 5th time, the store manager, Ron, finally talked to us. My husband patiently told him about the situation and presented him the solution asking the store to keep what we were promised and reimburse the cost or the repair. Ron rejected our solution and told us that the store already spent $80 on the part that they installed (that is not working on our car) and we can either take the car to the nearest sears or back to their location. We asked about what we were told by their staff about the reimbursement, he said that he wouldnt take responsibility for what his staffs told us. My husband told him that the car is now with toyata shop and it would cost us the total of $265 for the new part and reprogram. Ron said he had to talk with his staffs and would call us back in 10 mins. Four hours gone by....as we expected, we didnt hear anything from them. My husband called again, first call was Ron was busy, second was he out for lunch (at around 1630), and third time is when he realized that we are not giving up. Ron apologized that he didnt call back because he was busy and repeatedly gave us the same answer that he would reimburse for anything because we chose to take the car to toyata (which was his staffs recommendation). My husband asked him if we can speak with his supervisor or someone that would be able to help us. Ron said he talked to his store district manager and his store district manager said No. My husband wouldnt give up, he ask politely if he could speak with the store district manager. Ron refused to give us the contact of his supervisor and had us leave the message with him, then he exact word was "Im sorry. Im busy. I gotta go." This is the worst experience ever. My husband took a day off to get this problem fixed, spend all day calling the person who is not willing to help. We understand that the mistake can happen but what we dont understand is that not only they are not trying to satisfy us, customers who paid full price for their service, but also left us the mistake they made. As today, we got to pay everything from our pocket. Hopefully, we ll hear something from the store district manager tomorrow. Otherwise, we are planning to pursue Sears Corporate Headquarters.

ZE

Zed star

The day after our last horrendous experience at this car service graveyard I phoned Kelly the assistant manager to complain about Mickey Downey who was the employee responsible for our Nissan Versa service debacle on September 18th...the previous day.My wifes Nissan Versa Hatch had been booked in for a scheduled oil change but ended up getting all the wheels removed and the brakes dismantled without our permission.Then Mickey tried to tell me the car needed new front disc pads,new rear brake shoes,new rotors and lots of other stuff.In the end this idiot employee forgot when he tried to scam us that the Versa had a complete brake job done at this very place only 9 months before and all the parts and labor carried an 18 month or 18,000 mile warranty.But after this latest act of negligent stupidity from Mickey Downey I refused to have any further conversation with him.I arranged with Kelly the assistant manager...( this guy would be the only person at this Sears Auto Center that has a brain) to bring my wifes Nissan Versa in for a complete brake job covered by the Sears warranty.The reason for the delay was because Kelly was going on 2 weeks vacation and I wasnt prepared to trust anyone else.So on October 4th at 8am my wife and I dropped off the Nissan to Kelly to rectify the situation.We picked up the Versa and left this Sears auto Center for the last time at 6pm...10 bloody hours later.While completing the paperwork as per usual with Kelly before we left he explained that he wanted to do a thorough job....whatever...10 freakin hours to fix some brakes...gimme a break.Kelly said that the new disc pads put on 9 months before by this Sears were faulty and he replaced them,he managed to worm his way out of putting new rotors on the front brakes like they recommended because they were within manufacturers tolerances....yeah,yeah,yeah and new brake shoes were installed at the rear.....no reason was given why they were worn out after just 9 months....God only knows.So I thanked Kelly for the effort he had put in and reminded him that Mickey Downey was a very unreliable and dishonest employee who shouldnt be working here.The brakes on the Nissan Versa are now working fine again but we will never trust a Sears Auto Center again ...ever.BE WARNED IF YOU TAKE YOUR VEHICLE TO THIS SEARS AUTO CENTER YOU WILL BE SCAMMED FOR CERTAIN.

MA

Marshall Ott

I dropped my car off March 29 and was told my transmission broke and would be called later that day with an estimate for repair cost. The next day I called them and spoke with the manager for the estimate; she still hadn’t gotten it yet. Hours later she called and told me it would be about $2500. She said there’d be a year warranty and would be ready the following Thursday or Friday; she’d call Mon or Tues with an update. Late Tues I called, because they hadn’t, to ask if it was still going to be ready and was told it should be ready on Friday. I called Fri to see what time it would be ready, and was told 6. At 5:30 I was once again told it would be ready at 6, so I waited. At 7 one of the techs told me it would be another 10 minutes. At 8 the shop supervisor had me talk to the tech who was working on my car. He told me it wouldn’t be ready, and they had to order another part that would be delivered Tues. I made sure I wouldn’t be charged more than the price I was quoted, he said I wouldn’t be. Tues I called at 11 to see if it was going to be ready as I was told and was placed on hold. After 10 minutes someone else picked up, I once again asked if my car was going to be ready, and was told I’d be called back. 2 hours later I called and spoke to someone else who also told me he’d check and call me back. However I did not receive a call back again. I called back once more and spoke to someone who said that the part they sent over was wrong and that the right one would be delivered the next day. At about 4:30 on Tues, the tech who was working on my car called and told me that the part wouldn’t arrive until Thurs and he would leave a note asking for the shop supervisor to install it, but if he doesn’t then he would be in on Friday to install it, and then my car should be ready after them having it for two weeks. It wasn’t installed until Friday. I called to find out if it would be ready as promised, and was told that it should be ready by 5:00. It was ready at 5:30. They had my car for two weeks, after telling me it would be one week, and they didnt keep me informed. I had to call them and go to the shop. This was the worst experience of my life, and they didnt even give me any kind of a discount. I would never go here again, nor recommend anyone else to.