Valley Family Says Sears Wouldn’t Fulfill Warranty

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WESLACO – A Rio Grande Valley family says Sears attempted, unsuccessfully, to repair his dryer multiple times over the span of three months.

Guillermo De La Cruz lives in a household of six. He tells CHANNEL 5 NEWS going without a dryer proved to be difficult for the family. 

"Since we're taking care of little ones, well, you know, it's an inconvenience,” said De La Cruz

He says the dryer would run momentarily, then stop and flash an error message.

De La Cruz reached out to Sears to make good on his repair agreement, after having purchased an extended warranty that cost them $515.12.

"They did send technicians to look at it," said De La Cruz. "They figured out that it was a part that was burnt or whatever." 

He tells CHANNEL 5 NEWS different technicians filed in and out of his home for months. He even claims some technicians ordered duplicates of the same parts.

But none could get their dryer to work properly.

"So it kept on and on, and they ordered three or four of the same parts," said de la Cruz. "We had a stack of the same things over and I said, ‘Well what's going on?’" 

De La Cruz says he was unable to iron out his concerns with Sears, so he called 5 On Your Side for assistance.

The Sears protection agreement states " ... If we determine that a covered product is not repairable due to unavailability of functional parts or technical information we will replace the covered product with a comparable product ... "

CHANNEL 5 NEWS reached out to Sears for answers on Monday. A representative of the company told us they would look into the matter and get back to us as soon as possible.

De La Cruz tells us Sears replaced their dryer Tuesday morning.

Sears also reached out to us with a statement, which reads in part:

“At Sears, the satisfaction of our members is our top priority."

De La Cruz says it's the outcome he hoped for.

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