87-Year-Old Finally Gets Refrigerator After I-Team’s Urgent Help

URGENT UPDATE: An 87-year-old woman in Chicago has received her new refrigerator after nearly a month without one, thanks to the intervention of the ABC7 I-Team. Pat Galla, who relied on her Sears Home Services warranty, faced repeated delays and frustrations, highlighting broader issues with the company’s customer service.

As Thanksgiving approached, Galla’s situation became increasingly dire. “I’m 87-years-old, my husband’s 89,” Galla stated. “It’s very difficult to get to the store or anything too.” After the I-Team’s initial investigation in October uncovered numerous complaints against Sears, Galla and her daughter, Chris Sobush, decided to reach out for help.

The I-Team’s report revealed that many customers were experiencing long waits for warranty-covered repairs and frequent appointment cancellations. Galla’s ordeal began when a technician diagnosed her refrigerator, ordered parts, and then disappeared. “So, he ordered some parts and that was the last I saw of him,” Galla recounted.

After weeks of uncertainty, a new technician arrived with the wrong part. “I called the company, and they said we’ll get somebody out as soon as we can,” Galla added. The delays continued, with scheduled repair appointments vanishing without explanation. “Three weeks passed, and I still hadn’t had anybody here,” Galla expressed, leading her to contact the I-Team after seeing their investigation.

Within 48 hours of the I-Team reaching out to Sears Home Services, Galla received a working refrigerator. “Immediately. We had 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 responded with an official statement: “We’re truly sorry for the delay Ms. Galla experienced with her refrigerator repair. We understand how important a working appliance is to your home.” The company confirmed that the repair process began on September 13 and was completed by October 8, along with a $300 food loss reimbursement provided under Galla’s Protection Agreement.

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 uncovered hundreds of similar complaints filed with the Better Business Bureau, further emphasizing the urgent need for improvements in service.

Sears Home Services maintains an A+ rating with the BBB and insists it is dedicated to customer satisfaction, citing parts availability as a contributing factor to delays. As the I-Team continues to monitor the situation, viewers are encouraged to stay informed about their rights and options when dealing with appliance warranty claims.

This developing story underscores the crucial role of investigative journalism in holding companies accountable and ensuring that vulnerable customers receive the support they need. Keep an eye on this situation as it unfolds, and share this story to raise awareness of the ongoing issues many consumers face.