URGENT UPDATE: An 87-year-old woman has finally received a new refrigerator just in time for Thanksgiving, thanks to the intervention of the ABC7 I-Team. For nearly a month, Pat Galla was left without a working fridge, relying on her Sears Home Services warranty to resolve the issue. After the I-Team’s investigation into widespread complaints against Sears in October, Galla reached out for help.
The situation escalated when Galla and her daughter, Chris Sobush, found themselves without a crucial appliance as Thanksgiving approached. “I’m 87 years old, my husband’s 89,” Galla said. “So, you know, it’s very difficult to get to the store or anything too.”
A technician initially diagnosed the issue but failed to follow up with necessary repairs. “He ordered some parts and that was the last I saw of him,” Galla recounted. Frustration mounted when subsequent technicians arrived with the wrong replacement parts. “Scheduled repair appointments kept disappearing,” Sobush noted.
After nearly 30 days without a refrigerator, Galla decided to contact the I-Team. In a matter of 48 hours following the I-Team’s involvement, a new refrigerator was installed. “First thing Tuesday morning, I had received an email from the Sears Home Services company,” Sobush said.
Sears Home Services issued a statement acknowledging the delay. “We’re truly sorry for the delay Ms. Galla experienced with her refrigerator repair,” the company said. They confirmed that the repair began on September 13 and was completed on October 8. Additionally, they provided a $300 food loss reimbursement as part of Galla’s Protection Agreement.
Galla expressed her gratitude, stating, “I would still be waiting if it wasn’t for [the I-Team]. Much appreciated, God bless you.”
This case highlights a troubling trend as the I-Team investigation revealed hundreds of similar complaints filed with the Better Business Bureau. Despite these issues, Sears maintains an “A+” rating with the BBB, claiming to strive for customer satisfaction. The company noted that parts availability can lead to delays and the need to reschedule appointments.
As Thanksgiving approaches, Galla’s relief serves as a reminder of the essential role appliances play in our homes and the urgent need for timely service. More updates on this developing story are expected as the I-Team continues to investigate customer service issues within the home repair industry.
