CHICAGO (WLS) — On Thanksgiving Day, the last thing you’d want is to be without a refrigerator. Yet, that’s exactly the situation one suburban resident found herself in for nearly a month until she reached out to the ABC7 I-Team for help.

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Back in October, the I-Team shed light on the mounting grievances against Sears Home Services, unveiling numerous customer complaints.

Many individuals reported enduring months-long waits for repairs promised under warranty, coupled with repeated service cancellations that left them frustrated.

Following the I-Team’s initial coverage, more people shared their struggles, including an 87-year-old woman who also found herself without a vital appliance: her refrigerator.

After the I-Team’s report, more viewers reached out. Including an 87-year-old woman who was without a refrigerator.

Pat Galla and her daughter Chris Sobush say Galla was counting on their “Sears Home Services” warranty to get the fridge fixed.

“I’m 87-years-old, my husband’s 89,” Galla said. “So, you know, it’s very difficult to get to the store or anything too.”

A technician came to diagnose the problem, but they say that’s where the service stalled.

“So, he ordered some parts and that was the last I saw of him,” Galla said.

Then she says two weeks later, different technicians arrived but with the wrong part.

“I called the company, and they said we’ll get somebody out as soon as we can,” the 87-year-old said.

Galla’s daughter says scheduled repair appointments kept disappearing.

“So, the system wasn’t scheduling the maintenance even though my mother was putting everything into the system correctly through the phone,” Sobush said.

“Three weeks passed, and I still hadn’t had anybody here,” Galla said. “I saw your program in television and decided to call you because it was going on 30 days.”

Galla saw our first investigation last month, when we talked to two people with similar complaints.

Within 48 hours of the I-Team contacting Sears Home Services, Galla got 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 said.

Sears Home Services said in a 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 repair began on September 13, and after a part reorder, was completed on October 8.
We also provided a $300 food loss reimbursement per her Protection Agreement. We appreciate her patience and are glad we could complete the repair and deliver the full benefits of her plan.”

Galla said she would “still be waiting if it wasn’t for [the I-Team] …Much appreciated god bless you.”

The I-Team’s first investigation also uncovered hundreds of other similar complaints filed with the Better Business Bureau.

Sears Home Services points out that it has an “A+” rating with the BBB and that it works hard to satisfy customers.

The company added that parts’ availability can cause delays and the unfortunate need to reschedule an appointment.