I posted previously about Sears Auto totally ruining my car — remember? You can catch up on that saga here, if you so wish.
Well, I feel obligated and happy to report that after much griping and bitching on my part, the car is fixed.
Here’s the update from where I left off last.
The car continued to leak. Rogers put in probably 20+ hours working on it and sealing the cracks and damage in the bottom of the frame. He thought he’d fixed it, but then more water came through. Turns out, under the carpet in the car, there is some padding. UNDER that, is a rubber sound-deadening material. Well, the water was between the actual frame of the car and the rubber. We couldn’t dry it out without peeling that stuff up, which ruined it.
When we discovered this, I was on fire. Over it. Done.
I called Sears customer service line and spoke to someone who sounded like he actually had some sense. After I recounted the whole thing for him, and told him that the manager was convinced water was coming in the sunroof, yet he couldn’t recreate that – but he COULD recreate it coming in the bottom of the car – and still said it must be the sunroof – the guy on the phone said, “well what was his argument then? I don’t understand.” EXACTLY, sir.
Geeze. Anyways—he typed up my report and read it back to me. He said the protocol was to relay this report to the store manager. (GREAT). Then, I would have a chance to take it up another level to the District Manager, if I was still unsatisfied with the store manager’s response. I told him to go ahead and count on it.
Fortunately, the very next day the District Manager called my cell. The store manager was on vacation. He said I could bring it in to the store and they’d take a look – and I said that I worked 8-5, so it would have to be tomorrow (Saturday). He agreed to come in on Saturday.
So, Rog and I took it in and the shop manager (the one who is out with the mechanics on the floor) had been called in to witness this on his day off and was none to pleased about it. He wore his sunglasses the entire time he spoke with us. RUDE. Quite being such a tool. You’re inside.
They drove my car in the shop and all the mechanics gathered around to look at it. Ha. I think they’d seen the tweets/blog. I’m sure lovely things were being said about “the girl with the Eclipse.”
They put it on the lift and had us come out and show us how it was impossible that it could have happened from that lift. Rogers said “so, if this thing here swung over and hit this, it couldn’t have happened?” Um, actually yeah, they admitted, that was possible. And also, when I was here watching you work on my car, it wasn’t on this kind of lift. It was on THAT other kind of lift, across the floor. WTF?! Quit wasting my time.
So, “what do you want us to do?” they asked. Replace the carpet. All of it. And the rubber stuff that came up like wet cardboard.
Done. He said “we’ll also throw you some free oil changes.” Nice touch – because it’s the only way in hell I’d come back to Sears – and it definitely will be at a different location.
They ordered the carpet from Mitsubishi and called me a week later when it came in. I asked when I could drop the car off and have it installed and that shop manager said, “oh, you want us to put it in?” Yes sir. I realize it’s risky, since you may accidentally leave anchovies in my vents at this point, but YES YOU NEED TO INSTALL IT. My personal boyfriend mechanic is done fixing your messes.
Good news, they did spray it with water while we were there and Rogers’ handiwork held up just fine.
They installed the carpet and everything seems as good as new. The shop manager said he had to kill a colony of ants that had set up shop under the carpet. Really? I’m surprised there wasn’t a family of rainbow trout living in there given how much water was standing.
P.S. – I never saw those FREE OIL CHANGES, but it’s just as well. I’m really not interested in dealing with Sears ever again.
I do have to give a big shout out to the District Manager and the guy at the national customer service center for finally making it right. I do very much appreciate it – it’s just really sad it took so much begging and finagling to finally get it done. Most customers are only going to have interaction with that local, store manager and that’s unfortunate.
Alright – no more whining on the blog for a while. Until I post again, at least.