UPDATE: An 87-year-old woman in Chicago finally received a new refrigerator just in time for Thanksgiving after the ABC7 I-Team stepped in to resolve her nearly month-long struggle with Sears Home Services. Pat Galla, who lives with her husband, went without a working refrigerator as the company failed to fulfill warranty obligations.
Galla’s ordeal began when she reported her refrigerator was malfunctioning. After multiple technicians visited but failed to provide the correct repairs, she reached out to the I-Team. “I’m 87 years old, my husband’s 89,” Galla explained, emphasizing the difficulties of living without essential appliances.
The I-Team’s investigation revealed a troubling trend of delayed and canceled service appointments for customers relying on Sears for repairs. Many, like Galla, have been left waiting weeks or months for responses. “Three weeks passed, and I still hadn’t had anybody here,” Galla said, expressing her frustration.
Following the I-Team’s report, which aired in October and highlighted similar complaints, Galla contacted the team for help. “I saw your program on television and decided to call you because it was going on 30 days,” she stated.
Within 48 hours of the I-Team reaching out, Galla received an email confirming that a working refrigerator was on its way. “First thing Tuesday morning, I had received an email from the Sears Home Services company,” said her daughter, Chris Sobush.
Sears Home Services issued a statement apologizing for the delays Galla experienced. They confirmed that the repair process began on September 13 but faced setbacks due to parts availability. The company also noted they provided Galla with a $300 reimbursement for food loss as part of her Protection Agreement.
The I-Team’s earlier investigation uncovered hundreds of similar complaints filed with the Better Business Bureau (BBB) against Sears Home Services. While the company maintains an “A+” rating with the BBB, customer patience has been tested due to ongoing service issues.
Galla expressed her gratitude, stating, “I would still be waiting if it wasn’t for [the I-Team]. Much appreciated, God bless you.”
This incident highlights the critical importance of accountability in customer service, especially for vulnerable populations reliant on timely repairs. As the holiday season approaches, the pressure on appliance repair services intensifies, making prompt resolutions imperative for families in need.
Stay tuned for further updates on this developing story as the I-Team continues to advocate for affected customers.
