Sears Auto Center

There seems to be a «disconnect» between the Sears online system and the shop. I had scheduled a tire install, was confirmed by a call from the shop. They had a week to get the tires in. After waiting 20+ minutes while the only employee tried to figure out how to bill the customer in front of me, I was told the tires weren’t there «yet». If I’m scheduled for a tire install, at minimum I would expect a phone call to cancel the appointment. Employee was complete disinterested and seemed more than happy to issue a refund and send me on my way. Very disappointing. Went to Firestone and got the same tires next day!

The service rep was awesome, but something is fundamentally wrong with the service in the shop and the management of Sears Auto in general. I went in for their $ 99 service package that included an alignment, oil change, multi-​point inspection, air filter replacement and tire rotation.
1pm-1:30pm: When I first walked in, 1pm on a Thursday, several Sears workers (not service reps) walked by but never said a word to me. I finally flagged one of them down and was able to ask for a service rep. By the time I explained what I needed done and got the ‘confirmation text’ from Sears, it was 1:26pm (timestamp taken from my text). When a service rep did assist me, I notified them that I had a washable air filter, so I didn’t require an air filter replacement. When I asked about substitutions for other service that were on their «service menu», he mumbled something and just said he would discount my package. Fair enough. Additionally, he tells me that my tired are worn enough that there is no point in doing a tired rotation, so he assures me he will discount that feature off the package as well. So far this visit is going great and the service is exactly what I’ve come to expect from Sears.
1:30pm-3pm: I didn’t hear anything from Sears but had walked the entire shopping center, so I returned to the Sears location to see if there were any updates. I was told «your truck is on the lift right now». By this time, it is 3pm. To make matters more confusing, the service rep, making casual conversation, was saying how bored he got during these «slow days when they don’t have any cars to work on». Maybe there aren’t any cars to work on, but there IS a truck back there… my truck. The service rep returns to the shop and comes out to tell me he had «bad news» and that my truck wouldn’t fit on their lift meaning they can’t give me an alignment. That’s interesting since 3 years prior I had taken by truck by this very shop to get an alignment.
3pm-3:30pm: Since my truck has not been in their shop for 1.5 hours and they can’t do the alignment, I ask if my truck is about ready. He tells me that they haven’t started my oil change yet. So, just to recap, they weren’t going to do the air filter change, tire rotation, or the alignment. All that leaves is the oil change and multi-​point inspection. This means that either they took 1.5 hours to perform the multi-​point inspection or they simply ignored my vehicle. All of this is going on as the service rep is still holding a casual conversation with me about how slow things are today.
3:32pm: I’m sent the confirmation text that my truck is ready.
3:32pm-3:50pm: Immediately before receiving the confirmation text, the service rep disappears to «check on my truck». One of the technicians comes out with my keys saying my truck is ready and that he would go get the service rep. 15 minutes later, I am still waiting for the service rep. Once he comes back to the cash register, he checks over everything, spends the next 5 minutes typing things into the computer, then shows me the $ 121.00 bill. When I asked why it was so high, he said they actually WERE able to do the alignment (good) plus a $ 23 headline restoring kit I bought. When I checked the receipt, they charged me between $ 80-​$ 90 for the alignment (plus $ 23 plus tax would come out near $ 121).
3:50pm: I ask to speak to a manager and calmly explain what happened. She explained that she didn’t work in that department but would make sure their manager heard about it «when they returned tomorrow».
8:30pm: Sears Auto responds to me via Twitter asking for my contact information to follow up on the issue. 11:30PM the next day and I haven’t heard anything from them at the contact information I provided. Not only does the Fredericksburg location not seem to care, but Sears Auto at large seems a bit sluggish as well. For the larger corporate organization, I’m still giving them the benefit of the doubt that it may just take a while to follow-​up with every complaint they get, but the entire experience has left a bad taste in my mouth.
There are so many things wrong with this story. Why did it take you 2 hours to tell me «we can’t perform your alignment», then only 30 minutes to perform the alignment when you suddenly determined you COULD do it? What was the quality of the service performed? There are many other problems with this story, but the bottom line is clear: STAY AWAY FROM SEARS AUTO. I’ve tried giving them second and third chances and am left disappointed each time.

I seriously have no clue where some people get their sense of entitlement from… Get your head out of your ass… people who work here sucks!
Came here a few times during the evening … Iv always felt like all sears looks the same and feel the same… And this place was no different…
The service sucked… Came here to do a pick up for some weird reason Fredericksburg does not believe in free shipping so had to drive forty five minutes to pick some crap up… And there tax rating here is crazy… This place is segmented like any other sears but they have limited stuff in stock… You mainly have to go to the site and pre order it for store pick up or literally get it online… Lots of people come here during the evening… can get cowered at times… huge parking lot so don’t worry about parking … Located in central park area… Only sears in the area…

Bought a battery for a ’97 BMW 528. The salesman was very competent, very knowledgeable, absolutely customer-​focused, totally interested in me being 100% satisfied with the purchase. I cannot say enough good about this young man; he epitomizes what we all hope for when we’re being waited on. Highest marks to Sears for having this great fellow representing their business. He could be, (should be?) running the department in the future.

Bought a toolset online and came here to pick it up. The pickup was WAY around the back so I had to ask somebody in the garden section where it was. Walked in, scanned the online receipt and about two minutes the guy appeared out of nowhere with my stuff. Easy day.

Customer service was decent but we got stuck with a new guy who struggled through the entire process. We asked to have our coolant changed & flushed but they said we didn’t need it so kudos to them for not trying to charge us extra for nothing! Overall they got the job done but nothing spectacular. I may go back for the convenience of it being near the little mall but that’s it.