URGENT UPDATE: An 87-year-old woman in suburban Chicago received a new refrigerator just in time for Thanksgiving after the ABC7 I-Team intervened in her nearly month-long battle with Sears Home Services. Pat Galla, who relies heavily on her appliance, faced multiple delays and service issues that left her without a working fridge until the I-Team stepped in.
Galla’s ordeal began when she contacted Sears for repairs under her warranty. As she explained, “I’m 87 years old, my husband’s 89. It’s very difficult to get to the store or anything too.” After a technician’s visit, the repair process stalled when the necessary parts were not ordered correctly. Galla recounted, “He ordered some parts, and that was the last I saw of him.”
Weeks passed with no updates, and Galla’s daughter, Chris Sobush, reported that scheduled appointments kept disappearing from the system. “Three weeks passed, and I still hadn’t had anybody here,” Galla said, expressing her frustration before deciding to reach out to the I-Team. Her plea for help came just days before Thanksgiving, amplifying the urgency of her situation.
After the I-Team’s initial report on widespread complaints against Sears Home Services, which included similar stories of delayed repairs and cancellations, Galla contacted the team for assistance. Within 48 hours of the I-Team reaching out to Sears, Galla had her refrigerator repaired and operational. “First thing Tuesday morning, I received an email from Sears Home Services,” Sobush said, highlighting the rapid response following the I-Team’s involvement.
Sears Home Services issued a statement acknowledging the delays Galla faced, expressing sincere apologies for the inconvenience. “We understand how important a working appliance is to your home,” the company stated. According to the firm, the repair process began on September 13, 2023, with a completion date of October 8, 2023. They also provided Galla with a $300 food loss reimbursement as part of her Protection Agreement.
“I would still be waiting if it wasn’t for [the I-Team],” Galla expressed gratefully. “Much appreciated, god bless you.”
The I-Team’s investigation not only shed light on Galla’s plight but also uncovered hundreds of complaints against Sears, raising concerns about the company’s repair practices. While Sears maintains an “A+” rating with the Better Business Bureau, their acknowledgment of parts availability causing delays has sparked further scrutiny.
This case serves as a reminder of the critical importance of customer service and responsiveness, especially for vulnerable populations like the elderly. As Thanksgiving approaches, the urgency of reliable home appliances becomes even more pronounced.
For anyone facing similar issues with appliance repairs, this story emphasizes the power of advocacy and the potential impact of media involvement in resolving consumer disputes. Keep an eye on this developing story as more customers continue to share their experiences.
Stay tuned for updates as the I-Team continues to monitor the situation with Sears Home Services and other affected customers.
