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Tuesday, November 24, 2009

Sears Auto Center Winchester, VA

nonymous said...
Sears Auto Center
I took my car to Sears Auto Center in Winchester, VA on 09/02/08 to have new brake pads and rotors installed all around, which had been recommended previously by the same Sears in a brake evaluation. The car seemed fine when I picked it up, but a few weeks later I noticed the beginnings of the same vibration when braking which had caused me to bring in my car in the first place. I returned the car to the same Sears and explained the problem. They "made some adjustments" to the brakes and again they seemed fine, this time for a couple of months. Around Christmas I noticed the same vibration when braking had returned. I returned my car to the same Sears on 01/09/09, where once again they "made some adjustments", never offering any kind of explanation for the problem, and once again my car was fine for a couple of months. In the spring it began to happen again, so I returned my car to the same Sears on 04/14/09. At this point, I had lost faith in this Sears Auto Center and had intended to take it to another one (my brakes were still in warranty all this time, otherwise I certainly would not have kept going back), but a manager told me on the phone that a number of workers had recently been fired for "incompetence" and that I would not experience the same problems with my brakes under her new staff. So, reluctantly I returned. This time, the front rotors were completely replaced again, as they could not be salvaged. Again, no explanation was offered as to why this kept happening, and again the car was fine for a few months. It has recently (surprise!) began to happen again, only this time I have been told by Sears that my warranty is expired and it's my problem, not theirs. I do understand that warranties do expire, but given the string of problems I have had with this brake job from the very beginning I think it is obvious that there was, from the beginning, a serious quality issue with either the materials or the workmanship. I also think that the warranty should have begun anew from the date of the last repair service, as the problem is certainly of Sears' doing. I have been driving for twenty years and have never had this kind of problem before, so I think it is safe to assume that my driving habits aren't at fault. I am now in the position of having to pay again for a complete brake job, just over a year after paying for the same from Sears, and after all of these problems and time wasted. I feel that Sears should fix my brakes, correctly this time, under the original warranty, and that they should be able to explain to me what the problem is that is causing this to repeatedly occur, or that they should refund the price I paid for a job and product that was faulty from the start.

November 24, 2009 10:05 AM

1 comment:

  1. To Anonymous,
    My name is Brian and I am part of the Sears Cares escalations team. I am sorry to hear about these issues you’ve had with the local Automotive service center. I don’t know why you keep having this issue. It sounds as if there is another cause for the problems, but we should have been working to isolate that issue not just addressing the symptoms. We would like to talk with you further about the situation. At your convenience, please contact my office via email at so we can address the issue once we have more information from you. In the email, please provide a contact phone number and we will call you directly. Also, please provide the screen name (Anonymous) used to post here for reference to this issue, and we do look forward to talking to you soon.

    Thank you,

    Brian J.
    Senior Case Manager
    Sears Cares


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