My Nonprofit Reviews

Unbelievable resource. I had a Protection Agreement with Sears covering my appliances and put in a call for service on my refrigerator which was pooling water on the floor once or twice a week. It took six days to get an appointment but since it wasn't urgent, I agreed. The Sears technician (from a company called A & E Service) arrived and after asking me for a towel that I didn't want that he could use for the fridge continued on to melt the ice that had formed. He told me the problem was resolved. Next morning (a Saturday when I had to work) I came down to find neither my fridge or freezer were working and all my food was lost. After spending two hours trying to even get someone from Sears to answer a phone Saturday evening and Sunday morning, I found the earliest they could send someone out was Wednesday! At a loss on Sunday I contacted a local repair company to come out Monday. I need food and a refrigerator for medication!

Michelle responded immediately and I sent her the paper trail I had with Sears (I had used the Elliot.org contacts from Sears on Saturday to send emails) including photos of screenshots from Sears Twitter and my online chats with Sears representatives which showed that I had been told one story by people on the phone and something different by the help team on Twitter after they looked at my case file. MIchelle said they would contact their executive contact on Monday. Meanwhile on Monday am, the local repair guy found that the Sears technician had turned off the cooler presumably to do the repair and not turned it on again. Which is why I lost all the food! He then checked the repair and found that the cause of the water pooling - a blocked drain - had also not been addressed. I immediately gave Michelle the update and she followed up with Sears. Within two days I had a call from someone at Sears. The end result was a reimbursement for the local repair company and some money towards food. I am so grateful to Elliot for their support in this matter. I have often used the contact names on their websites before, but this service was exceptional. Based on my numerous conversations with Sears, I doubt I would have had a resolution to anything beyond some food compensation and certainly not within 4 days. I believe the check will be with me tomorrow! Thank you again for all that you do.