Sam Kornegay went to sears for his new garage door openers. He paid more than $300 for the two openers and $220 for a technician to come to his house and install the openers. But when the worker arrived at his home, Kornegay learned he might owe more money.
"They said to install everything in the box, and he said the only thing I'm required to install is the motor," Kornegay recalled. "I replace the motor from the existing one with this one and if it works, fine if it doesn't, everything else is going to be an additional charge."
Kornegay said the technician hit roadblocks while installing the first opener.
"He worked on this one for at least four to four-and-a-half hours, and he tried everything," Kornegay added. "And he did a good job trying to make it work, but it wasn't working."
Kornegay says the technician started with installation of the second opener and had it working in less than 30 minutes. Now, Kornegay owed an additional $238 for the extra time the technician spent on the job. Kornegay says he paid under protest, since the opener still wasn't working, which is noted on the service order.
"I went back to Sears and talked to them, and they ordered another one," he said.
The technician returned to his home with a new opener and installed it. The opener was replaced in 10 -15 minutes.
Kornegay wanted his $238 back since the first opener never worked, yet he paid extra for the additional installation time. He says a Sears representative told him the company was looking in to it.
"After five weeks, nothing happened and that's when I decided [for] someone else to help, and that's when I emailed you," Kornegay said.
ABC11 contacted Sears and Kornegay received a phone call within days.
"They determined the extra charges were inappropriate, and I would be getting a refund within seven to 10 days," Kornegay said. "I'm very happy with it, but I'm also happy you got involved in it too because otherwise I don't think Sears would ever have been responsive."
Sears did not add a comment. The company simply looked into the problem and resolved it.