UPDATE: An 87-year-old woman in Chicago received a new refrigerator just days after the ABC7 I-Team intervened on her behalf. Pat Galla had been without a working fridge for nearly a month, a situation that left her and her 89-year-old husband struggling during the holiday season.
Galla’s ordeal began with a warranty claim through Sears Home Services. Despite several attempts to secure a repair, the service stalled, leaving her without a vital appliance as Thanksgiving approached. “I’m 87 years old, my husband’s 89,” Galla explained. “It’s very difficult to get to the store or anything too.”
The I-Team first reported widespread complaints against Sears Home Services in October, highlighting issues with delayed repairs and last-minute cancellations. Following the report, numerous viewers, including Galla, reached out for assistance. After a technician’s initial visit on September 13, Galla was left in limbo when incorrect parts were delivered weeks later.
“I saw your program on television and decided to call you because it was going on 30 days,” Galla said, expressing frustration over missed appointments and a lack of communication. Her daughter, Chris Sobush, added, “The system wasn’t scheduling the maintenance even though my mother was putting everything into the system correctly.”
In a swift response following the I-Team’s involvement, Galla received an email from Sears Home Services confirming that her refrigerator was repaired on October 8. “Immediately. We messaged you on Monday afternoon. First thing Tuesday morning, I had received an email from the Sears Home Services company,” Sobush reported.
Sears Home Services issued an apology for the delays and confirmed that they provided a $300 food loss reimbursement as part of Galla’s Protection Agreement. “We understand how important a working appliance is to your home,” the company stated.
Galla expressed her gratitude, stating, “I would still be waiting if it wasn’t for [the I-Team]. Much appreciated, God bless you.” The I-Team’s investigation has revealed hundreds of similar complaints lodged with the Better Business Bureau. While Sears maintains an A+ rating with the BBB, the company acknowledged that parts availability can lead to significant delays.
This story highlights the urgent need for accountability in appliance service and the importance of consumer advocacy. As this situation unfolds, many others affected by similar issues are encouraged to reach out to the I-Team for assistance.
