Sears Auto Florida Mall Store and Managers Lie in Investigation

Tuesday, August 6, 2013, approx. 8:30 pm

When Stephanie calls from Automotive Online 1-800-526-3682 Ext. 16405, she reads notes that she was forwarded on the “investigation” and case regarding Sears Auto Center at Florida Mall losing our key remote and house keys June 4, 2013. She tells me that Sears Auto Center managers recorded in the investigation that we came back to the center a week after June 4, 2013 stating that we were unhappy about how the car rode after they mounted the tires.

This is a blatant lie by Sears Auto Center managers and loss prevention manager Joe Oakes, which lie and negligence by same can easily be proven with SIGNED Sears documentation by myself AND BOB PARR SERVICE MANAGER on Thursday, June 6, 2013.

We did not come back to the center a week after June 4 unhappy about how the car rode. WE WERE TOWED TO THE SEARS AUTO CENTER ON THURSDAY, JUNE 6, 2013, approximately 36 hours after Sears mounted the tires, the left front tire COMPLETELY FLAT. Photographs of the car are documented throughout this journal. Auto Wrecker (photographs provided as well) was enlisted by Bob Parr to tow our vehicle back to their service center on June 6, 2013.

Here are the details proving Sears Auto Center managers are covering the facts to hide their negligent actions. Photographs are posted herein this journal as well:

• On June 4, 2013, my daughters and I, as well as several Sears employees spent three hours searching all over the Sears garage, parking lot, garbage cans, including my daughters and I walking with Bob Parr through mechanic stations and throughout the maintenance bay.
• On June 6, 2013, when we were going to leave our home and found that the front left tire, which Sears had just mounted less than 36 hours previously, was FLAT, Bob Parr, Service Supervisor, sent a tow truck. Auto Wrecker (photos provided) towed the car to Sears. THERE IS A SIGNED AND PAID RECEIPT BY BOB PARR ON FILE WITH SEARS AS I SIGNED THAT RECEIPT AS WELL. This is another document PROVING that Sears managers, who wrote in this case that we came into the center a week after the tires were mounted saying we were unhappy with how the car rode after Sears mounted the tires, as Stephanie read from the report to me on the evening of August 6, 2013, are LYING to cover their persistent negligence in this matter. The documentation proving Sears managers falsified their reporting of this investigation is available certainly from Sears Auto Center at Florida Mall and was SIGNED BY SERVICE MANAGER BOB PARR and myself.

Telephone call from Stephanie

August 5, 2013, 3:52 pm

Stephanie indicates that she spoke to their Blue Ribbon team. She was advised to escalate to District Manager. He stated he is working on this ASAP and will
contact her.
She asked to give them until Monday August 12, 2013, when she will call me back.

August 1 and still no action by Sears on my lost keys and remote

Sears Customer Relations Hotline:
1-800-549-4505

Per 8/1 Nikeya:

shc@customerservice.sears.com

Sears National Customer Relations
3333 Beverly Road
Mail Stop RR
Hoffman Estates, IL 60179

8/1/13

Contact with Sears.com:
Sears Automotive at Florida Mall lost my key fob, car key and house keys. I have had contact with Alyssa A. in Corporate. I had agreed to get an estimate from the car dealer for replacement. When I obtained that estimate and called her, she has failed to return my numerous calls now for weeks. I must get my key fob and keys to my vehicle replaced, which Sears Automotive lost. I need telephone, address to file demand and/or complaint letter from Sears for same as soon as possible.

What I had to do today, again:

• I send contact as above and email complaint to Sears.com via their online form
• Tweet Sears re: SEARS AUTO FLORIDA MALL RIP-OFF They lose key fob, car, house keys. I get estimate. Alyssa won’t return call to reimburse 4 weeks now. T
• Tweet searscares re: SEARS AUTO FLORIDA MALL RIP-OFF They lose key fob, car, house keys. I get estimate. Alyssa won’t return call to reimburse 4 weeks now!

Still no return call from Alyssa at Sears Executive Offices

July 2, 2013

Still no return call to three messages left since June 17, 2013 for Alyssa at 888-266-4043, ext. 90.

Called and left message again at 1;30 pm.

Called and dialed extension 00 to talk with operator. She is trying to reach out to Alissa to take my call.

Sheleatha is trying to help and sending Alyssa an email since Alyssa is not returning my telephone call messages.

FAX estimate, etc, Alyssa – 1-800-326-0485 Attention Alyssa.

Tow to Sears

Thursday, June 6, 2013

Towed on flatbed to Sears via Auto Wrecker.

Apparently, Bob is the only one trying to keep this automotive equivalent of the Titanic afloat. He was very helpful in trying to clean up problems with the tire and tire pressure. As I told him, about 1/2 mile after we left Sears on June 4, the tire pressure/indicator light turned on. Though he stated, “I wished you had turned around then,” I reminded him that it was nearly 9:00 pm when we left and the store was already closed. He said, “Yes, you’re right.”

That is not the only thing about which I am right.

This service center is a disaster, from mechanics attempting to cover mistakes and their managers trying to do the same to loss prevention manager advising us to “take legal action.” The fact that the service center lost our keys and refuses to admit this and the running around to cover each other’s negligence in putting on a tire for which it is not their policy to check the tire pressure unless the tire is bought from Sears is wrong. Managers have admitted that misplacement of keys does happen, rarely, but not never. Melanie brought us a set of keys on June 4 that were actually another customer’s keys. A “mechanic” puts a tire on and the tire pressure is not checked before the vehicle is driven from Sears Auto Center by a family, putting that family in harm’s way, is wrong.

As our family has discussed amongst ourselves and with others, the most striking of all is this: On that evening of Tuesday, June 4, while I was standing in the sales area, a pizza delivery boy came in with pizza and an orange soda for the staff. The pizza delivery boy asked Carlos before leaving, “I was thinking about applying to work here. Do I need my certification to be a mechanic”? Carlos answered, “No.” !!!

Telephone call to Geico

June 6, 2013, 12:17 pm

Per Geico, Amber Alexander, vehicle key fob replacement due to loss by Sears Auto Center is not covered.

Consumer Affairs Complaint regarding Sears Auto Center Florida Mall

Complaint filed at:

Submitted 6/5/13. Published 6/6/13.

Sears Auto Center at Florida Mall in Orlando loses house keys and vehicle key remote

Apparently, not my grandfather’s warning to NEVER take my car to Sears for car maintenance.nor Ron White’s jokes about Sears auto center were enough to deter us from making the mistake. We had to experience the nightmare for ourselves.

June 4, 2013, 3:53 pm

With the discount offered by Bob of free tire mounting and $10 off alignment due to the problems we encountered on May 17, 2013, we stop in to have our two tires mounted on the front of the vehicle. We are asked to pull the car into the center. Daughter drives the car into the center. She asks Carlos, “Do you want me to leave the keys in the ignition”? He answers, “Yes.” Supervisor Bob and Carlos look at our tires in the trunk. Bob asks me, “They’re not identical tires, do you still want me to put those on”? I ask, “Does it matter if they match? Are they better than the ones I already have on there”? Bob replies, “No, it doesn’t really matter that much. They are better than what you have on there now.”

We are told to give them two hours to complete the work.

We come back at 6:00 pm. Carlos retrieves our work order envelope. Daughter 2 looks and is just ready to say, “I think you have the wrong pack because those aren’t our keys,” when he pulls the key from the pack, hands it to Daughter 1. Daughter 1 tells him, “Wait, where’s the other half of this key chain”? Our key chain had a clip where one end contained the key to the vehicle and the other end contained the key fob and our house keys. The KEY we were handed was only the key to the vehicle — the other half of the key chain was missing the key remote and our house keys!

The next two hours at Sears Auto Center at the Florida Mall went like this:

Technicians/salesmen still onsite looked around the auto center and looked through the vehicle. Supervisor Bob was called at home and returns to the center. We confirmed that the key chain was completely intact when they were directed by Carlos to leave the keys  in the ignition.

Store manager, accompanied by her rude and uncooperative intern, along with two men apparently part of Simon mall security arrived on the scene. We were told that they were going to view videos, search parking lot, search lockers, etc. A pair of pants discovered in the bushes by Daughter 2 and someone of these people was searched.

At one point, Melanie comes to us with a set of keys — there are several keys with a blue item that looks like a small flashlight or lighter, a gray item that looks like a box cutter on a blue parachute clip. Daughter 1 and I tell her that — no, these are not our keys. She proceeds to tell us, “These must be another client’s keys.” ??? !!!

Bob could not reach the mechanic at his home number for two hours regarding whereabouts of our keys. Fearing that Sears having our home address and that whoever may have our house keys may be attempting to rob our home, we asked “mail security” gentlemen to call the Orange County Police.

Officers arrived to investigate and take our statement in filing a police report. The keys were not recovered. The police contacted Polk County police to have an officer go to the house.

Supervisor Bob informed us after 8:00 that he was going to take $25.00 off our bill in compensation for time.

We had to leave Sears Auto Center at the Florida Mall without our key remote and our house keys that we had originally left with them.

To top this off, no sooner did we drive off the lot and get about a mile down Orange Blossom Trail than the tire indicator light turned on the dashboard!

June 5, 2013

I am expecting call from Supervisor Bob today around noon. According to Bob, he would call me today around noon with information after the technician who worked on the vehicle is questioned when he reports to work around noon. They will try to ascertain what happened to the keys when he comes in. Bob, in fact, DID NOT CALL us as he told me. Another manager, Chris, called us because apparently Bob is off on Wednesday! See that post.