Complaint Review: Sears - Hoffman Estates Illinois

1999 I purchased a Sear's central air conditioning unit for $6600.00. Sears sub contracted it to a place who dented the unit bringing it in - set it up their own way - not the way we agreed and was curt & rude to us in our home.

The unit never worked right - a couple times each season this unit required recharging. We kept calling for service - techs came out - recharged the unit - one stated the unit was running too hot & bypassed a switch & said it wasn't needed -

Finally we contacted David Cowell head of A/C & Heating who sent the original installer out to see our problem - who in turned reported back that there was no problem - of course - the original installer would say he installed it incorrectly it was not faulty !

After many phone calls Sears sent out an independent contractor who had us wait 5 weeks through July & August for new parts as he discovered the motor & several other parts were burned during improper instillation - I have those burned parts. then he "fixed" it.. It worked for a week & a half - we called back - the man came back - recharged the unit and said he must have missed something & was calling Sears for additional approval - which was denied! It was denied because a week & a half before we told Sears it was working well - that was then - now it isn't!

Very angry of 3 seasons of our new central A/c blowing warm air my husband states we want the unit replaced or taken out & our money back ( customer satisfication guarantee!)

We are informed that Sears will not do any thing else for us as this unit is 3 years old!

It is not like this was the 1st call and we are not happy - we have had problems from original installation!

Terry Jewel from Mark Good's office stated to my husband that we will NEVER speak to Mr Lacy - CEO as they will hold up David Cowell's decision ( who also stated he has the same unit & it works fine in his home) - well sure - he did not have the same installer! also,we have received notification from the IRS stating this individual owes the IRS money and was inquiring us about our payments to him - we did not pay him- Sears authorized the work under warrantey.

What type of contractors does Sear's hire to represent them?

Meanwhile, at the end of the 3rd season - the A/C is still blowing warm air - and we all know that in April the A/C will still be blowing warm air -

There is definately a MAJOR problem with our unit and Sears does not return calls promptly nor care about me - a loyal Sears customer for over 20 years. I also Paid in full for this unit in less than a year.

Why does our problem not fit into Sear's customer service guarantee...you would think that Sears would be happy to relpace a faulty unit and keep a customer.

Shortly after the installation of the A/c we were contacted to make an appointment for an estimate to side our home - we made the appt and when the person did not show called and was informed that our appt was given away - after a representative called us to confirm & verbalization confirmation - I was upset then - however now I look at it as a godsend!

Barbara

West Haven, Connecticut