SAN ANTONIO — Brenda Elliott has multiple AC units in her northeast side home. Unfortunately, two of those units stopped working correctly at the beginning of June.
The 67-year-old had a contract with Sears Home Services to keep her appliances working so she called the company to come take a look.
“Sears came out on (June)16 and said it should be in and installed on July 8,” Elliot said.
But it wasn’t. Elliott said the technician didn’t show up until July 16, and then still didn’t have the parts they needed to fix it.
Elliott was already upset she had spent more than a month waiting. She was even more upset when the company rescheduled the repair a month later on August 19. Finally, once August rolled around, she called KENS 5.
“It’s taking too long for them to fix this problem!” she said.
KENS 5 contacted Sears Home Services but the company’s customer service department said they couldn’t change the date and refused to provide a number for management.
KENS 5 then started contacting Sears’ parent company, Transformco, and eventually tracked down the phone number for Chief Marketing Officer Patrick Dodson.
A few text messages later, Dodson got things moving and Elliot said the company contacted her soon afterwards.
“They made sure they had the parts. They had to order the parts and they had to get somebody out of Houston to repair the unit,” Elliot said.
Elliott told KENS 5 a Sears technician came back to her home just a few days after that call and fixed an issue with a breaker box that improved the performance of one AC unit.
The company then came back out with the needed parts a few days later and fixed the second unit entirely.
“They went real fast...They got it fixed and up and running. It was fabulous,” Elliott said.
Dodson also sent KENS 5 an update on the situation.
“This was completed yesterday. Our territory manager has called the customer and everything is up and running and she is happy,” Dodson said via email.
Dodson said the company territory manager also provided a direct number just in case Elliott had any additional questions or issues. Elliott did also have an issue with an upstairs AC unit and the company was able to come back out to fix that as well.
Elliott said she's thankful her AC is finally fixed. She’s also glad she called KENS 5.
“You definitely helped me out. I’m glad I did call!” Elliott said.
If you have a problem like this, we want to help you fix it! In our series, Call KENS, we do our best to solve problems for our viewers. The number to call is 210-470-KENS, or fill out the form on this page.