Sears Air Conditioners

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2.0 out of 5, based on 5 ratings and
27 reviews & complaints.
Dear Valued Customers: My name is Brian and I work for the Sears Cares Executive Escalations team. We want you know we are here for assistance. If you have any questions, concerns, or current problems you are experiencing with Sears please contact my office. We can be reached via email at smadvisor@searshc.com. In your email please include your name, phone number and an outline of your current issue and we will contact you directly. We appreciate your business and we look forward to hearing from you soon.

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Incorrect Installation and Repairs
Posted by on
Rating: 1/51
I purchased Carrier central air units from Sears Home Improvement, and they were installed by Sears on Aug. 19, 2006. Along with that I was sold a 5 yr master protection plan and 5 yr repair protection plan. I paid $9000.00, including $715.00 for the protection plan only. In May of 2010, I went to turn my units on and found that the outside unit fan kept stopping every 3-4 seconds, so the a/c unit was not putting out cold air.

I called Sears, and one technician came. He said that the thermostat was no good - he said that it was a "cheap one", and replaced it. But even after he switched out the thermostat, there was no difference. He then replaced the PCB assembly. Again, there was NO difference. The outside fan still stopped every 3-4 seconds, and there still was no cold air. Eventually he gave up and he called his office for help and two other technicians came. Clearly, the first technician did not know what he was doing, and just kept making useless changes that added more charges to my final bill.

The other two technicians checked the units and quickly determined that the unit was leaking, so it was low on Freon. They were upset at what the first technician did, who had already disappeared without a word while the other technicians were working. After they filled it with more Freon, the units and fans started to work and cold air came out.

They gave me a service description receipt, including $84.68 for thermostat, which had nothing to do with low Freon problem. I was also charged $149.78 for the PCB assembly, which did NOT aid in fixing the leak. While handing me the receipt, they added "You're lucky that you don't need to pay this $572.35, because you have a 5 yr protection plan." On the receipt, which I still have, it showed they performed repairing leak problem, but they did not tell me what they did to specifically repair the leak. All they did was refill the Freon. THERE WAS NO DISCUSSION ABOUT HOW TO FIND, MONITOR OR REPAIR THE LEAK. If there was a leak, it means that the whole unit was not installed correctly from the beginning. Why else would brand new central air units leak after only a couple of years?

On July 09, 2012, the first day I went to use the unit since the summer of 2011, the exact same symptom happened. The outside unit kept stopping every 3-4 seconds, and there was no cold air. I called Sears, and the technician that came out said Freon level is low, and that there was a leak. I told him Sears technicians "repaired" it two years ago, but since the same issue occurred, it meant it was not repaired correctly. He said I have to fill the Freon and use a dye in the Freon to find the leak, and that they would be able to find the leak the NEXT YEAR, and because my protection plan was expired, the cost would be $700. I told him this problem started in 2010 when my units were covered by the protection plan, and if those technicians had fixed it correctly in 2010, this problem wouldn't have happened again this year.

I talked to his office personnel, explaining the same thing I told the technician. I couldn't believe what she said to me. "Didn't you use the unit for the last two years? Were there no problems for last two years?" Even if the units had been working, it doesn't mean that there WASN'T a leak present. The symptoms of the leak only appear AFTER the Freon levels are sufficiently low, so how would I have known that there was still a leak after the technicians had supposedly "repaired" it? Also, if the only way to determine the location of the leak is to use a dye in the Freon gas, why is it that all THREE DIFFERENT TECHNICIANS that came out to fix the units in 2010 did not do this? Why was I billed for $572.35 for the thermostat, PCB assembly and leak repair in 2010 when the SAME leaking problem occurs again just 1.5 years later? Do you expect me to call a technician every couple years to refill a Freon tank for $247.00?

If the dye had been used in 2010, the leak would have been found the next year in 2011, and the repairs for the leak could have been made while the units were still under the 5 year protection plan. Why do I have to pay $700 for a repair that SHOULD HAVE BEEN DONE IN 2011? IN FACT, WHY SHOULD I HAVE TO PAY FOR A LEAKING PROBLEM THAT CAME FROM INCORRECT INSTALLATION? If the installation had been done correctly in 2006, then there would not have been a leaking issue in 2010, and there wouldn't been ANOTHER leaking problem in 2012, and I wouldn't have had to waste my time with all the unqualified technicians and customer representatives during these past 6 years. At the very least, if the repairs had just been done correctly in 2010, then I wouldn't be dealing with the SAME PROBLEM AGAIN TODAY.

This is not the only issue I've had with the services that Sears provided. I had a water heater tank replaced in 1999 and I bought the new tank from Sears. The technicians from a construction company Sears had hired to install the unit did a horrendous job of the installation, causing the water tank to fail the inspection, and I received a notice from the city with a long list of issues they found with the water heater tank. I took the notice to Sears, and showed them the list and explained how inconvenient this whole process had been. Only then did Sears send competent technicians to come and fix the problems with the tank.

Why is it that Sears continues to hire inept companies and technicians for installations and repairs, which only create more problems and inconveniences to their customers? If the technicians had done the job correctly from the beginning, with the water heater and the air condition units, I wouldn't have had to waste my time and energy trying to solve all these problems.

For 18 years, I have been a loyal customer to Sears, and despite all the problems and issues that have come up during those years, I stayed with Sears hoping that their services would improve. However, because of the horrible service I dealt with over the past several years for the a/c units, I AM COMPLETELY DISAPPOINTED AND UNSATISFIED WITH SEARS.




     
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BigAl on 09/13/2012:
You were also given incorrect information. A qualified repairman would have located and repaired the leak under warranty the first time. The idea that dye needs to be put in the unit to discover the leak next year is bogus.
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Heatwaves! Sears Central Air/Heat Unit
Posted by on
My parent’s home has suffered from severe water damage in the walls and wood floors of their home. The source of the problem is the central A/C and Heating unit installed by Sears. Sears had placed the wrong type of valve in our system, which caused an overflow of water. About three weeks ago we saw puddles of water shooting up from our wood floors as we attempted to walk through our home. After recognizing the damage, we contacted Sears to get a repairman out to fix the problem. A Sears’s representative told us to simply cut the unit off so that the water could stop spilling. No A/C in a 100 degree (100 plus with humidity considered) south Louisiana climate was not an option. The unit continued to spill for about 2.5 weeks and we were left with bare concrete floors. Our insurance company sent a restoration company out to help with the drying of the floors. We had to sleep with about five small industrial fans blowing very loudly and a humidifier (added to the heat). Sears has been very slow in their response to our damaged home. They eventually sent out a repairman and he replaced the valve. Now the unit does not cool our home at all. Our thermostat reads at about 86 degrees all day and night. Sleeping has been miserable because of the unit’s inability to cool off our home. To this day we still have bare floors and industrial fans in our home. My family and I have been dealing with busted floors and we are still waiting on a Sears’s repairmen to come out and fix the problem. I would not advise anyone to use the services that Sears provides. This has been financially and emotionally straining for my family. Being a Louisiana resident, I feel as if we are without lights in the midst of hurricane season. Please don’t choose Sears, if you would like to have great customer service and functioning appliances.



     
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Venice09 on 06/29/2010:
This sounds like a real mess. It's almost unbelievable that Sears didn't take care of it immediately to avoid further damage.

I would never use Sears to install anything in my home, but thanks for the warning. I'm sure there are lots of people who still trust the Sears name and don't do any research before hiring them. We always use local companies for home repairs/improvements and get good results.

If your insurance company paid for all this, they should go after Sears to get the money back. If insurance companies did that, maybe Sears would finally get the message.
SearsCare on 06/30/2010:
To Princess Laya,
I’m very sorry to read about these issues with your Central A/C unit and the damage to your home. I can’t understand why it has taken so long to get this taken care of and we are concerned about this. You have every right to be upset about this issue and we would like to step in and be of assistance to get this resolved for you. My name is Brian and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated by this situation. In the email, please provide a contact phone number and the phone number the A/C unit was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Princess Laya) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares
princess_laya on 07/10/2010:
I would love to tell everyone that Sears has stepped up and taken care of this horrific damage, but that is not the case. Within the past two weeks Sears has been going back and forth about warranties and whatnot. Our floors are still bare and now our walls have mold on them because of the leaking unit. Even the Sears subcontractors that came out today have agreed that the unit was improperly installed in our home. Now my family and I have been exposed to black mold. The unit still leaks and Sears has yet to respond. This is no longer about being hot; now my family’s health is at risk because of the mold.
Venice09 on 07/10/2010:
I think you need to hire an attorney because this is going to be a very expensive ordeal, and I doubt that Sears is going to cover it willingly.
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Save Yourself the Headache, Hell and Inconvenience
Posted by on
Rating: 1/51
Sears salesman came out to our house, did an evaluation and sold us a Propane furnace and Electric AC unit and scheduled an installation time. The contractors that were sent left (2) 2 ft x 1 ft holes where old return vents were, cut registers in wrong rooms, and stepped through the ceiling. Within 2 weeks we were having problems. We found a HUGE water stain underneath where the furnace/blower was up in the attic and the AC not turning on at all. The contractors were sent back out and fixed it (blamed it on us for not changing the filter even though it had only been on 2 weeks). Within a week we had another water stain in the same place. They fixed it. Next day ANOTHER Water stain and more workers to fix it. This has been going on/off for last 6 months.

The other night we came home and the AC/furnace not working AGAIN. The contractors came back out and said that the furnace was set up for natural gas and not propane and it burnt out a switch and "shut off" the whole system. They converted it to propane and it's working for the moment. The contractors say that Sears didn't tell them that we were on propane. We had been using the furnace on the wrong fuel source for over 6 months! In the 6 months we've had the system there have been over 9 problems and I've had to call them over 25 times. They put out entire family and home at risk with installing the furnace for the wrong fuel type. The safeties that are in the furnace didn't stop it from being used. This is a major fire hazard and we are lucky our house and family wasn't injured and damaged.

Sears finally agreed to a HVAC tech coming out but won't agree to pay for anything until they have a bill and speak to that tech. They refuse to discount the furnace/ac because it's "working right now". Nothing to make up for the 6 months of rearranging schedules, broken ac/furnace, frustration, 25+ phone calls, 9 service calls to fix it. That in the 6 months we've had the system we have had problems EVERY SINGLE MONTH! Their defense was that whenever we call to have them come fix it is that they sent someone. (Its under manufacturer warranty, Sear's warranty and we bought a 2 year protection plan with them --so they have no choice to come out and fix it)

My husband and I paid out of pocket for a licensed HVAC technician (not Sears affiliated) to come out and make sure it was working properly - we were afraid to use it.

After paying that much for something I had expected better quality and service and not constant inconveniences and frustrations for the last 6 months. I don't feel they advertised their services correctly or their product. I spent $12K for something that I had expected to last and work for years, and it hasn't even worked properly for 1 month without issues. We asked that the price be discounted to a more reasonable amount for the inconveniences and problems as well as the gross negligence and irresponsible carelessness of not installing it correctly which put my family and property at risk. They came back with a measly 5% discount ($600) which is what they apparently believe our family's safety and property are worth.
     
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leet60 on 12/06/2012:
This sounds like a nightmare. It is definitely the fault of an inept installer. For an installer to indicate they didn't "realize" you had propane instead of natural gas is asinine.
At Your Service on 12/06/2012:
Frustrating to be sure. I can sure understand the concern of running propane on something that thinks it's getting natural gas. Propane burns much hotter and could have compromised parts.

I think you're smart in getting an independent service technician out there to evaluate if any permanent damage has been done; even if it is you that is paying for it.

I don't think I would have any brought up the issue about a partial refund for all the hassle over the last six months. It makes it seem like you can place a monetary value on the issue. You were offended over 5%, but what then would be the proper number? And if they were to give you a partial refund, would that then alleviate them of any further liability?

Have the independent check done. Be willing to accept their findings, regardless of what it may be. They may come back with the reality that no permanent damage had been done and the system not compromised. This would be great news, so I would accept it as such.

Best of luck and please keep us updated.
SearsCare on 12/07/2012:
crysblaz,
I saw your comment here and I wanted to reach out and apologize on behalf of Sears for the difficulties that have occurred with central air conditioner and furnace. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. From your post I can see that this has been a source of great frustration for you and we would like to assist. My name is Liz with the Sears Social Media Support team and we are a single point of contact for escalated concerns. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the unit was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (crysblaz) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Social Media Support
vincentsostre on 07/07/2013:
For future reference :
Its my information and belief that Sears is now owned by a hedge fund.
Hedge funds often buy Brand names and milk the goodwill associated with that name into bankruptcy.
This means a army of ripped off consumers and a few happy investors foreign and domestic.
Jennifer Sands on 07/09/2013:
I am sorry that you had such issues. I to am in HVAC hell thanks to SEARS and their inept installer TwoNewman! My advice to everyone or anyone looking at their products and install don't do it. Go with a local company of your choice it will be cheaper in the long run
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NEVER....NEVER USE Sears Home Improvement for ANYTHING
Posted by on
PARAMUS, NEW JERSEY -- Do Not Use SEARS Home Improvement Co. for any installations that are crucial to your home or comfort. They do not have emergency weekend telephone numbers and use local independent contractors. That being said I will tell my story: I Just bought a house and was in the process of updating a lot of thing's including installing a central air system...house had none, but had a forced hot air furnace with duct work in place. I interviewed 3 Contractor companies for installing a Central Air system to my forced hot air furnace. Sears was the most competitive so I signed with them.

Next step, they sent in a local contractor (not a Sears Employee) to assess the job. He said that it wouldn't work and I would be unhappy with the results because the cold air wouldn't be blown up to the bedrooms (Custom Split Level Home with 4 floors instead of the usual 3).

Sears sent the sales people back in. He tested my system and said that I had a 2 speed blower on the furnace and that it should work. I demanded that the local contractor come back to assure me as to what the salesman said was true. Contractor tested the 2 speed blower in my system and said that IT STILL WOULDN’T WORK. I said what about a booster motor that could be put on the 2 vents that were the problem (one vent already had one that didn't work-thus the recommendation on my part). He said that would work so we scheduled the job to start.
Installation took the better part of a day. I added a dehumidifier which was installed and they also installed a separate Condensation Evaporator unit.

In comes the electrician to run wiring to the unit and the compressor from the fuse box. All is well and working well on Thursday in time for my company from South Carolina to visit during the Memorial Day weekend. Thursday night sleeping was terrible...it was hot. I checked the unit and it wasn't working and THE breaker in the fuse box was tripped. I called Sears on Friday morning and they sent the installation contractor back on Friday morning. He checked out the system and said that everything was working well-off he goes. Friday late morning, My wife and I and the guests went visiting (left the AIR on) and came back about 6:30 pm the house was a sauna because we closed all of the windows. TRIED EVERY NUMBER I WAS GIVEN FOR SEARS HOME IMPROVEMENT, LEFT MESSAGES EVERYWHERE BUT COULD NOT GET TO SPEAK WITH ONE PERSON, EVEN TRIED ALL NUMBERS AGAIN ON SATURDAY...NOTHING. My wife was so frustrated she left NASTY messages on all the phone number Sears gave us....NOTHING. WE WERE STUCK WITH A CENTRAL AIR SYSTEM THAT DIDN’T WORK ON THE HOTTEST WEEKEND THIS YEAR. EVEN WITH ALLL THE WINDOWS OPEN IT STILL WAS 85 DEGREES IN THE HOUSE.

Memorial Weekend was ruined due to the heat because Sears has no emergency weekend telephone numbers. Adding Insult to Injury: Contractor came on Tuesday afternoon (after the Holiday Weekend was over) and replaced the Condensation Evaporator unit which he thought was the problem. Unit worked fine for about 2 hours and then no cold air again. My wife went down to do laundry and found the basement floor full of water (Lot of damage to miscellaneous items stored because we we’re still moving in and the inside of the house was being painted). It seems that the Condensation Evaporator unit was leaking water all over the basement, after the clean up and throwing out of the damaged stuff my wife put a pail underneath the CE unit.

Contractor is back (scratching his head) everything checks out. Long story longer, Electrician was supposed to run a hardwired line to the CE unit but instead plugged it into one of the receptacles in the basement. This receptacle worked when you turned on the basement light but didn't work when it was turned off...How stupid is that NOT TO CHECK EVERYTHING. This whole process was a comedy of errors and omissions. FACT STILL REMAINS, SEARS HOME IMPROVEMENT COMPANY IS NOT GOOD AND IF YOU NEED THEM OVER A WEEKEND FORGET IT....DON'T GIVE THEM THE JOB.

6/29/2011 Update: Sears Social Media Customer Care Rep offered me a $100 Sears gift card to make me happy.....what a joke.


     
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Alain on 06/30/2011:
When it comes to home improvement contractors, I don't usually think of Sears. Now I know why. Thank you for the review.
SearsCare on 07/01/2011:
Dear inrealestate:

We found this post and I want to reach out and express our concern and our deepest apologies for this situation. We value your business very much and would like to help you. My name is Susan and I’m part of the Social Media Escalations team. My team handles Internet related complaints as well as complaints that come to the executive branch and we are interested in taking over the handling of this issue or at the very least monitoring the progress of the current resolution. We need to make sure that everything that can be done is being done on your behalf.

At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the air conditioner was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (inrealestate) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support

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Central Air Installation
Posted by on
In May 2007 my husband and I accepted a bid from Sears for a new install of a central air system in our home. We had done our research and asked a lot of questions. We asked if it would be Sears employees doing the actual work in our home, because it was important to us that we were dealing with Sears and not a sub-contractor. His answer was yes. We asked when they would be working and he said the great thing about Sears employees was that they worked Monday through Saturday 9:00 to 5:00. We had a lot of questions about where our thermostat would go, what size of vents we would use and where they would be placed. We thought it was working out great everything we wanted he said would be attainable. It was not our first estimate and it was not our lowest estimate, but he was giving us all the right answers and really talked us into it because we would be dealing with Sears and that was a name we could stand behind. Our salesman John left us and said they would be contacting us in 24-48 hours to schedule a start date probably the next week.

Unfortunately we later realized that our sales person John was more interested in giving us a quick appealing answer than a honest answer he had checked out. Subcontractors for Sears, not Sears employees showed up much more than a week later as promised. They worked Monday through Friday from about 10:00 to 3:00, which doubled the amount of days it should have taken. They told us there was no way we could have the size of ducts or vents we were quoted. We also could not have the thermostat where we had agreed and that the vents would not be able to be placed where we were promised. The subcontractors fell through our bed-room ceiling and placed a whole in our kitchen wall. They tried to talk us into accepting that they would have the wholes plastered and we would take $50.00 and the paint to do it ourselves. The repairs were eventually done after dealing with three more subcontractors of their choice in and out of our home over the course of the next week.

Calls into John weren’t returned and we eventually had to work with a separate department at Sears that handles dissatisfied customers. When I finally did receive a call from John and asked him why when we asked if would be Sears employees in our home he said yes, when after talking to the other Sears representative he was very clear that they never have Sears employees do installs, but always sub-contractors. I was expecting an apology or some remorse instead I got an defense and argument that technically they receive a 1099 tax form and Sears does pay them so that makes them employees. The more questions I asked the more arguments I got. It felt to me that John knew the difference between a lie and a very calculated manipulation of the truth that he could argue. We started dealing with Jay from Sears to help us correct some of our obvious dissatisfaction. At first it was promising and he seamed genuinely surprised and apologetic about our situation. We came to an agreement of two separate credit amounts that we would receive for compensation. My husband and I signed both agreements and were told to look for the credits on our bill that may take two cycles to show up. It has now been seven billing cycles and we are still due our second credit. Each month when we receive our statement without the credit we have e-mailed Jay. If he responds, we are told he’ll take care of it and it will be on the next statement. The last two months after our statement have arrived with no credit we have asked for contact information for a supervisor but our requests have been ignored.

We went into this situation thinking that we would be dealing with a company that would take care of us, after all that is why our salesman John had convinced us to pay a little more. After all we had bought appliances, riding mowers and a countless tools from Sears and never had a problem. We left the situation feeling like they may be too big to deal with things like customer service and satisfaction and when it came time for us to purchase a new refrigerator last month we skipped Sears when we shopped around. At the very minimum I would like to see the second refund we were guaranteed in writing from Sears.
     
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Still no air since June, Master Protection Agreement
Posted by on
LIBERTY, MISSOURI -- ON June 25th, My air conditioner started not cooling our home. So I called the repair center. They told me to call back on the 26, to be put a sooner list, in case they have any cancellations. The Tech came out on July 2nd,and ordered the part.. The part came in on July 6th, I called ASAP. I was told that July 7th they could get someone out on an emergency basis. My son has asthma. The did not show on the 7th. I called and they said they could get out here on the 9th because all dept. are closed. So on the 9th was another no show. The 10th a different Tech came out, that part was wrong, he rechecked everything, and ordered a part. That part came in on July 11th, I called and was told they could get a tech out on July 13th. Today is July 13th, The Tech came out this morning. He said that the part which was shipped is not what was ordered, in other words that part won't work. He was very nice, and went to a local parts store, and got the right part.

He came back and put it on, and said that’s not the problem. He now thinks it may be the motor. He told me that he may have a motor on his truck, if not he can go back to the part store and get me that motor, and put it in tomorrow. He came back up to the door, and apologized he told me that he spoke to his manager, and was told the he is booked in routing tomorrow and can not come out till Monday to put in the part. He was told he is not to go buy the part tonight either, and the part store will now be closed through the weekend.

The other issue:
I spoke to the lemon dept. on the 11th and was told I can rent 3 window units. They gave me some phone numbers who do rentals in my area. I called, and I was told nobody rents window units in my area. So I called back to the Lemon Dept. and was told to call my local Sears and see what they can do. I called, and upon leaving the hospital, I went to Sears before coming home. The manager had no idea what I was talking about, she was on the phone with the lemon dept. , she handed me the phone. That lady was very rude, I explained to her, I was just getting out of the hospital, and could not do much, I am supposed to be bed bound. She approved 2 units to buy, when the lady at Sears said that both units are for small rooms, I asked her if it would cool down a floor, like 1000 sq ft. she said no, do not get that unit for that, it will not work, she told me what will work. We went through all this and the total came to 250.00 to get 2 units. One for the room, and one for the floor, that left one floor with no air. I said great, I made some calls, was told I could borrow the money. Got ready to buy it, and the lady on the phone, said, wait. I got a hold of a rental place, that can order the window units in, I said OH, OK. So I asked her, can this be taken care of on the phone, and delivered. She said yes, she had it taken care of with Brian at rent a center. I asked again, are you sure, cause once I leave here, I’m back down in bed. Yes, not a problem. So I went home and called rent a center. I spoke to Brian, He told me he could get the units. It would be 30 day per unit. I said OK, He said they do not put them in, but he would see what they can do. I was happy, then he said, I have to get there, fill out paperwork, and if everything goes through, he could get them in the next day. I had no way to get there, I still have no way to get there. I am home in bed!
I am so sick of all this.

I have spoke to every dept, and been passed on here and there all day. Till about 6pm tonight. Then I started writing this letter.
I spoke to National Customer Relations, Recovery team, Shirley and Monica with
800-549-4504, I was given the service manager over my local routing, who refused to speak to me, stating he is not in routing and he does not have anything to do within home services at all, he only works in parts. Executive Repair I spoke to Mel, who put me on hold and gave me to Robert in the Lemon Law dept. who told me to call back tomorrow. Everyone was gone now. I spoke to someone early today when I called the recovery team, I was told if my air does not get fixed today to call him back, and he will try to get me a new unit, this has been long enough, and I have gone through enough.

That was before they decided it might be the motor?
I have been very disappointed with the service I am receiving from you. The Tech are nice, but to get someone to take care of the problems, I go through people treating me like crap from you company. Some are very nice, most are very rude.

On July 14, I spoke to Carla with No Lemon Law 1-800-927-7836. I explained everything to her. She called the service dept. and told me even that it does not show in the computer they will have someone out on Mon. She said she got a approval for replacement, if they can not fix it on MON. she has authorized me a new unit. Thank You Carla, hope I can talk to you again, if my air is still out on Mon.

On July 16, MON. I am waiting for Sears to get here. At 9:30 I call Sears and ask what time the tech is coming out? I was told that I was not home so they took me off their routing today. I have been up since 7am waiting on a tech. Nobody came by, nobody called either phone (which I have had in my hand, or next to me all morning), this was another lie, to no-show me. I called the NO Lemon Law 800-927-7836, I spoke to a different lady, who called routing and they are coming back out, I’m their next apt.

The Tech came out and fixed the air, so I thought. About 5pm I called and asked how long it takes to feel a change in the house. They told me it takes up to 24 hours. I said, OK. He offered to call the tech back out, but it can take up to 24 hours. So I said I will wait to see. I called about 8pm and told the office it is 4 degrees hotter. It was 85, now it’s 89 degrees in the home. I pulled all the fans out (3) and put them back in the windows. It is a lot cooler outside than it is in the home. I called back to let you know that the air conditioner is not on, I went outside to see what the problem was. The problem is that it is still not running. I was told they can not get back out here till Next week. I told them thank you, I will call back tomorrow.



July 17th at 8am I called the no lemon law dept. and repeated what Carla had told me. They told me I had to speak back to Carla, a Carla came on the line. But they told me to call back at 11am and speak to Carla K.

I called the executive repair complaint line 800-690-5650. Spoke to Mary to add to my complaint, Instead of writing this long complaint, she is giving me to someone in the No Lemon Law Dept., she is trying to find someone who will take care of this for me, Crystal said their dept. can not say that they can replace anything, the only Carla I spoke with is in. I tried to explain that Carla K is not in instill 11am, the other Carla is the one who told me to call back at 11am, she put me on hold. Crystal came back, and said Carla K. will call me back today. She also stated, that they can not replace the unit on the first work order! But she will have Carla K. call me back anyway. Mary stayed on the line with me the whole time, then she took the time to write some of the complaint out, and told me I will have this address no later than tomorrow. Thank You Mary!


Dates on Air.
Called - June 25th
Tech came out - July 2nd
Part came in - July 6th
Tech came out - July 10th
Part came in - July 12th
Tech came out - July 13th

NO show - 7th July
NO show - 9th July
NO show - 10th July
NO show - 16th July - came out because I called, they said I was not home! Again!

Dates in the hospital - July 9th due to not breathing, I was put on heart monitors, they thought I either had a stroke, or was going to have heart attack. I am to stay away from all stress!!
Dates called for reimbursement for window units - 11th of July
Date out of the hospital - 11th of July
Dates spoke to reimbursement unit - July 11th
Canceled my Dr. Apt on July 16, the tech tired to no-show me again, now I have to wait for him to get here.
     
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Anonymous on 07/17/2007:
OK, what do they rent?
Do they rent portable AC unit?
They look like large dehumidifier. It is safer than windows-mount AC.
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Central A/C run around
Posted by on
I purchased 2 Kenmore central air units that were installed by Sears in Feb. of 2004. Along with that I was sold a 10 yr parts and labor, warranty. In June of 2008 I went to put my units on and found that the upstairs unit was not putting out cold air. note: test your A/C before the 1st hot day you need it. When I called Sears to make an appointment they gave me a date for 5 days later. I remind you I have a service contract with them. I also have a service contract with my oil company who is there within hrs. of being notified when I have no heat or hot water and fix the problem. Well after showing up and determining that the unit was low on freon, they filled it and made no other checks. When I went to use the unit a few days later there still was no cold air. After taking a panel off on the condenser unit that houses wiring I found an old mice nest that was preventing the unit from performing properly. The low freon level has been an issue every yr. since and the wait period to get an appointment to have a serviceman look at it, can take up to a month. It wasn't until April of this yr. when I turned the unit on and there was no cold air again that I insisted this time they look to see why it is always low on freon. When they came they found a leak in the evaporator coil. SURPRISE!! They put a product in called RX11PLUS that they said would seal the leak. When I went to use the unit a month later in May, guess what? No cold air. So I call Sears again about the problem and got an appointment for June21st. On that day the serviceman finally called it into whatever dept. he does to tell them that the evaporator coil needs to be replaced. However, they do not have the coil replacement for this unit anymore. The system will need to be replaced. On June 22nd, I was called by a case manager from Sears, who informed me that a contractor would be in touch with me within 48 hrs. to schedule a site inspection. Well, on June 29th, after waiting a week, I called the case manager to tell him that 48 hrs. had passed days ago and I've heard nothing. His response was, that's 48 business hrs. That's 6 days if you count lunch and coffee breaks. I didn't ask if they did. I never heard of such a thing. The case mgr. said he would call to see what was going on and call me back at 2pm to make sure that the contractor had called. Guess what? Oh he did call back but no call from a contractor. Finally, a contractor called and showed up to do the inspection, only after being notified that day for 1st time by Sears as he told me. The contractor said he would be notifying Sears that day that the system would need to be replaced. Now it is July 6th and once again I'm calling the case manager to get an update. He tells me that he has received no paperwork as of today on the inspection. I asked him being a Sears Premier Customer as they continually thank me for, when I've spoken to most of the cast at Sears, that may be he should call the contractor and try to expedite this. It is 100 degrees here on Long Island don't you know? Well, he informs me that he doesn't have to look into it till 7 days from the inspection. HAVE TO. Also, he's got 50 other Sears customers that have issues. Sounds like Sears has issues. When I went to write this review and selected Sears as the company, a window came up asking me to give Sears 1 more chance to resolve this. Well I gave them a deadline that they did not meet so I am posting this review. I have been in touch with another case manager through the email I sent them, who has given me another case number and another 24 to 48 hrs. to get back in touch with me again. I forgot to ask if that was business hrs. and if it included lunch and coffee breaks. Regardless of how this turns out I recommend that you really think hard before purchasing anything from Sears. I will post a follow up to let you know if Sears did honor their warranty, however, I still will no longer shop at Sears. Check your contracts and receipts from Sears because they should have in the biggest letters, "SATISFACTION GUARANTEED OR YOUR MONEY BACK". I'm not and if your not start demanding your money back.
     
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GenuineNerd on 07/07/2010:
Often times, when a heat wave happens, A/C repairmen are very busy. Critters do have a tendency to play havoc with central A/C units...last summer, the central A/C in my rented apartment failed due to woodchucks chewing on the wiring. Still, Sears could have done a better job in your case, especially when a mouse nest was found in your unit.
Mays on 09/30/2013:
How true. Sears(Kenmore) equipment are the worst. Besides, their technicians seem to be unskilled and are not able to identify the root cause and fix the issue properly
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Unacceptable Service From Sears Home Central
Posted by on
PAWTUCKET, RHODE ISLAND -- I had a part fail on my central ac unit that was installed by Sears. It released all the freon refrigerant gas into our duct work and house. On June 14 2008 I had a Sears technician come out to fix the problem, however they could not do anything. The technician stated he would have to order the parts then they would be back to fix the unit. Today is July 7th 2008 and on three separate occasions the technicians have come to fix the unit but still do not have the right parts. I have been mailed 3 different shipments of parts in the last 3 weeks an each time I get the same exact parts. Not to mention some of them have nothing to do with the original problem. I have called their customer relations departments on several occasions and only get transferred around to departments that have nothing to do with the service. When I finally speak to someone they tell me they are still waiting for the part to come in. Being a HVAC service company wouldn't you think they would have the part in the truck. Or at least know what they need to order. I originally paid 9700.00 to have this system installed, so I decided to get a second opinion from an outside company at my own expense.

What I found out was that the original company that installed the system went out of business a while ago and that they installed the wrong parts to start with. Even the airhandler isn't sized correctly for the condenser unit. As of today I am still getting the run around and I even contacted their national customer relations dept., but still get the same answers.

My advise is do not ever purchase any type of service from Sears.
     
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Anonymous on 07/07/2008:
"My advise is do not ever purchase any type of service from Sears"

I couldn't agree more!

VH!
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heating and cooling system installation by Sears!!!
Posted by on
EDISON, NEW JERSEY -- on November 8, 2005 the new heating and cooling system from Carrier was installed by Sears in my house.

After that I experienced many different problems. I Contacted Sears.

Once the guy came over and installed the missing humidifier. The humidifier was of a wrong model - not compatible with Carrier Infinity control. I had a suspicion it's not working. Tom Hague - the project coordinator for central New Jersey - tried to convince me that 20% humidity I have in my house is a proper humidity for human breathing and that the unit is operating properly. Carrier's website informs that Death Valley's humidity is 23%, Sahara desert has 25%, recommended home - 40%-50%. I insisted, the tech guy came over - admitted humidifier is not working - did nothing.
Tom Hague never called or responded on my messages.

Since that I called many different Sears departments begging, asking, complaining - complete ignorance. Nothing is done.

This is a list of other Sears failures with that installation.
1) the salespeople: Terrence McKinney simply fooled me. Talked a lot, praising how beautiful system functionalities are, then used my incompetence and made me signed up for the order that includes no options(Should I be a heating system pro to deal with Sears?).

2) installation: The furnace is installed so that the boiler's room's door can not be closed. The AC unit is not fixed to the ground. The Furnace unit is taped all over around like a 10 year old system. The most expensive Carrier Infinity control is not programmed, the guy was not sure how.


The bottom line is after 10 thousand $$ spent I am left alone with my problems!!!

Yeah and another cute thing:

Sears never even bothered to get a permit from township. Now I have to deal with it on my own too.

It's December 12, contacted Jimmy Stewart 5 times by now during last month. No responds on my messages. Jimmy Stewart is the supervisor over East Coast Sears Home improvement Centers.

To keep the list of officials:

1) Terrence McKinney - the salesperson who fooled me. his phone 609-389-8657 is always answered by fax machine :-)

2) Dr Cooling the Sears subcontractor who did a poor installation, lock of professionalism. You have to tell them what to do and how, tel: 732-970-0404

3) Tom Hague - the project coordinator for Central NJ - never picks up the phone, never responds on messages. Try it yourself: 800-495-2748

4) Doug Sandeloaffer - District Sales Manager - never picks up the phone, never responds on messages. Try it yourself: 800-495-2748

5) Jimmy Stewart - supervisor over East Coast Sears Home improvement Centers. The phone is always answered by his secretary, Jimmy never calls back ...

to continue:

1) May 2006 - AC is not cooling the house, 95F outside. Called Sears, no emergency service, the guy came over a few days later saying, sorry we never filled the cooler at the first place. Filles the system, leaves.

2) The whole summer if the temperature outside is more than 90F the temperature inside doesn't get below 80F. My wife with a 6 months baby go crazy as well as I go crazy. Calls to Sears ignored completely!!!

3) Winter comes. The first floor requires extra electric heaters. The guy from Sears comes over - nothing he can do.

4) Inspection fails, Sears promises to escalate the problem and respond, nothing happened till now - end of November - 1 month after the failed inspection, more than a year after the installation.

Here is an update:
All summer 2007 the temperature in my house gets to 90F. Called Sears they came 2 times charged freon which gets out of the system in a few days.
The funniest thing is I am notified that there is no warranty on my system after it never worked properly.

Want more info? Email me at kolbasa08817@yahoo.com
     
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miketech on 12/09/2005:
Wow if you spent $10,000 I think you have a case. I would take plenty of pictures with a camera that shows the date and time on the picture and haul myself off to a lawyer. With my pictures, reciepts and sales contracts.
If they didn't pull a permit that might be bad for them. I dunno how your state works, they may have it in the contract that the permit is up to you. Id talk to a good attorney. Then I would look around for a reputable HVAC company to install my unit. Sounds like you had a very nice system in mind you're going to need a "very" good HVAC guy. Most people just want to spend enough to get by so I think not any Joe with an HVAC license can do it. But if running properly I think your system would be worth it. What's more important than air?
Anonymous on 12/10/2005:
Yeah, taking photos is a good thing to document the situation. I managed a small appliance company until I decided to "change life for the better" and we rarely had problems with this unit. Try turning it off and on a few times, it may jog the presets enough to get it to function. The important thing is to make sure you cook your poultry/wings to a temperature of 160 F to avoid food poisoning. Also, watch your wife at the feedstore, she may get mugged.
Dr. Jeecheroo on 12/10/2005:
Also try vaccuming out the coils in the back.
LJMick on 12/19/2005:
I believe every word you are saying....I too am a victim of Sears horrible service. My saga has gone on for months and I don't know which way to turn. Here is my story.... http://ragepromos.com/Sears.html
kentalknow on 01/18/2006:
I am sorry to say that your experience has been my experience for the last four months. Good luck to both of us.
imp3400 on 02/15/2014:
I also believe you. I have been a victim of Sears poor installation. My problem is Sears installed new furnace and chimney liner. Vented furnace into liner but forgot to vent gas water heater. So heat on inside of liner and heat on outside of liner caused liner to deteriorate to powder and moisture to seep into mortar chimney and damage walls and ceiling upstairs hall and my computer/tv room remodel ruined. Sears does nothing. I got local heating/cooling guy got him to install new liner for $610 and had to redo walls and ceilings. I just hope we can save others from Sears crappy work,.
SearsCare on 02/16/2014:
Dear imp3400, Please accept our apologies for troubles surrounding your furnace installation. My name is Mina with the Social Media Support team. We can understand the importance of having a furnace properly installed
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StarEmpty StarEmpty StarEmpty StarEmpty Star
No repair; no information given on how air conditioner should be made ready for repair
Posted by on
Rating: 1/51
NEW YORK -- I requested a repair appt. via email detailing the position of the Sears Kenmore air conditioner in the window. I was given an appt. for ten days after the request, with a window of 8 am-5pm. On the morning of the appt., the repair person called, en route, and said that if they air conditioner was not removed from the window, he could not repair it. I immediately called customer service and was told to expect a phone call within the hour. That was several hours ago.

If the situation is not remedied by the close of business today, I am likely to replace the air conditioner, and definitely not, and never again, with a Sears product.
Company Response :
Jpaznik, We do apologize for failing to meet your expectations with your window air conditioner repairs. I understand how crucial it is to have a working air conditioner and to be confident with the technician’s abilities. We have assigned a case manager to work directly with you to satisfy your needs as a valued customer. We have received your contact information and will ensure your case manager receives your post for further consideration. Again, we’re sorry for any trouble we have caused and we look forward to resolving your concerns.

Thank you,

Christine R.
Social Media Moderator
Sears Social Media Support
     
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Old Timer on 06/13/2013:
Just when you think Sears could not get any more stupid with their service and repairs, you come across another gem:

"air conditioner was not removed from the window, he could not repair it"

Duh, that's why Jpaznik called the morons at Sears! To remove, repair and put back a working unit! If the Sears customer has to do all the work, what are the dimwits from Sears for?

Amazing, this once proud company continues to fall into the abyss more and more everyday. Hey Sears, can you say Montgomery Wards?
SearsCare on 06/14/2013:
Dear jpaznik,

Please accept our sincere apologies for the manner in which your air conditioner repair appointment was handled. We certainly understand how disappointed you may feel with our repair service and the level of customer service you have received. We do our best to make every service interaction both positive and memorable for our customers, and we do apologize for falling short of that mark in this instance. My name is Susan with Sears Social Media Support Escalations team. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience and see what can be done to make things right. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the air conditioner is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (jpaznik) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support
SearsCare on 06/14/2013:
Dear Old Timer,

My name is Susan with Sears Social Media Support Escalations team. I found your post here and wanted to reach out to offer our apologies if we have let you down. Is there something specific we can help you with? We value your business and would be more than happy to speak with you about any issue you may have. If we can help, please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (Old Timer), to smadvisor@searshc.com. We look forward to speaking with you soon.

Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support
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