LAS VEGAS, NEVADA -- It all started when we bought a 50 gallon water heater in 2003 that had a 12 year warranty. On Tuesday it started leaking and it's leaking hard still. The garage smells like a dump (okay maybe not a dump but it's like a wet dog smell or something, definitely not fresh), there is water everywhere, it's sitting on a ledge designed for it and it's damaged. Called Sears, they said they could get someone over on Thursday at 8am. At 8, the man arrived and said it had to be replaced, he also said he couldn't stop the water because the valve is broken. He said Sears would call in a few hours and left.
Sears called and verified the costs that the final bill would be 270.84 which includes all costs and said we would have to come to the store to pay and then they would be able to come fix it. Went in to Sears to pay and they said they have no information on us, the associate was just confused, wanted to reverify all the information, asked many questions like what kind of heater and how many gallons. When told that we had a 50 gallon, he gave a look and started arguing that we didn't have one of those because those are for an 8 or more persons family. I kept replying that it was what we had and he said no it wasn't.
Then later admitted that we were right. And then after asking all those questions, he said come back tomorrow and pay. So went in to pay the next day at 9:30am, same associate was there, and we mentioned that the shut off valve was broken and that water was leaking everywhere. He asked if Sears had helped to install it.
I said yes and then he looked my information on the computer and said no you didn't have it installed by us and he started arguing with me again that it didn't say so. I should have brought the papers but I didn't because it was attached to the water heater when it started leaking so it had become soaked, I set it aside but forgot to bring it. He also said that he never received the fax the day before.
Anyway, now the costs was different from what we were quoted and the final bill became $298.19, ($239.99 - installation, $10 disposal fee, $20.85 - for another permit, and $42.54 - for earthquake straps which was not discussed when given the first quote.) So I said that was not what we were quoted and then of course he started arguing that all costs were necessary and so we just paid.
Then he said that he just faxed the information to their plumbing service and that I should call them in 2 hours to verify that they received the info. Went home, called them 2 hours later at 12, and they said they didn't have anything. They said to call back a couple hours later because they are now leaving for lunch and that they would probably have it by then.
Called back at 2:30, they still didn't have it and because they don't have it still they wouldn't be able to come today and replace it. They said they would be able to come in the morning at 10, and I really wonder if there will be any more problems. What really makes me wonder and I would really like someone who knows about water heaters to please reply. I have a gut feeling that the water heater was fine and that it was just the shut off valve that was causing the leaking, because the leaking only came from the top. Is that possible?
So the plumber came over to fix it today and was told that the shut off valve cost 95. Then he mentioned a charge for earthquake straps for $140!! Which Sears already charged me for, maybe not that much but that that's not the point. I have to call Sears to talk to them about it. Seriously, this is crazy. Iono, am I overreacting?
CUPERTINO, CALIFORNIA -- I purchased a water heater. Then contractor called me and said it was the wrong kind for my home. Then I cancelled order because they would not be able to get the right one for me for 4 days. Meanwhile I had to pay before anything was done. Trying to get a cancellation receipt and now they tell me that won't happen for 5-7 days. What a crock. NEVER WILL I EVER BUY ANYTHING FROM SEARS...
My name is Liz and I am with the Sears Cares escalations team. We are terribly sorry for the troubles you have been experiencing with your water heater purchase. From your post we can see that we certainly have let you down and would like to offer some assistance. We would like the opportunity to speak with you to ensure the problems with your water heater are addressed and hopefully restore your faith in Sears. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that you have been assigned to reference your post (catloverdl), to firstname.lastname@example.org. We look forward to speaking with you.
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ST. CHARLES, MISSOURI -- Purchased Water Heater and Master Protection Plan 5/26/06. It has been leaking from the hot & cold connections to the house copper lines. Not sure how long this has been happening but there is significant corrosion. On Dec 8, 2010 a tech came out and said it is not their responsibility and to call a plumber. I called the many 800 phone numbers and even spoke to a super but was told the same.
Well a plumber came and said the lines needed to be connected with a dielectric union pipe fitting to this corrosion does not happen and that it is code for my city. I spent 2.5 hrs on the phone with them the other day to get nowhere. Sears did not do a proper installation in 2006 and now they are not calling back, answering the faxes they requested of the plumbers $278.00 quote to fix, and even Sears Cares has not responded. Why would anyone ever want to get any service/product from Sears these days? And with their credit card rate at 21%? I do not know what to do next?????
Our 5 year old water heater started to leak and the ordeal began. We had purchased it from Sears and it was under warranty. I called on a Sunday and got an appointment for Monday. So far, so good. The "repair" person came and said I needed a new tank and that someone would call me. He left, I got no call. I called Sears multiple times during the day and was finally contacted at 9 PM. The plumber was irritated that he had to drive to a distant store to get my unit and wanted to delay the replacement for 48 hours. I had no hot water! Finally, he agreed to come the next day.
He arrived near 11 AM, claming the store didn't even open until 10 AM to get the replacement water heater. Six days later, the elbow joint between the hot water heater and water line is leaking. And the new expansion tank is also leaking. I called again. (Sunday) and was told someone would come Monday between 8 and 12. Sound familiar? Service person CALLED at 10 AM and said the installer had to come do the repair. And I was told they would call.
Again, I have been on the phone with Sears and no one can help. They all send me to another department, promising my issue has been escalated to the special cases unit, the Special Handling Team, and even told me that I'd get my own case manager. The case manager is going to call and take my complaint sometime in the next 24-48 BUSINESS hours.
Meanwhile, I've taken 2.5 days from work so far and while I have hot water, I also have two leaks that are getting worse. All I want is for a plumber to come re-sweat the connection in the elbow joint and figure out why the 6 day old expansion tank is leaking. I'd also like to be kept informed of when/if the repair person will be coming. I will NEVER buy an appliance from Sears again.
Last Saturday my 16 year old Kenmore water heater finally died and I went to my local store and bought a new one and arranged for installation on Monday. Sunday I got a call from a very embarrassed salesman saying that all water heater installations in my city have been cancelled by the corporate office. Monday I take time off work to go home and get my receipt so I can cancel the order. Then Sears calls and says they've found an installer for me.
Monday turns into Tuesday, then Wednesday, and finally on Thursday after multiple phone calls and miscommunication from the corporate offices, my Kenmore water heater is installed and is found to have a defective part and doesn't work. The plumber calls the service center and is told a technician has been dispatched to my house with the part. Plumber leaves. No technician.
I call the service center and am told a technician can be here next Tuesday, and after much screaming on my part they say he'll be here tomorrow. Nice plumber calls back and offers to swap out the whole water heater for me as soon as he finishes his other installs. And so the saga continues as I go into day 7 with no hot water after using 12 hours (so far) of my vacation time to be off work for this installation.
All the local people have been excellent but the corporate offices have been an incompetent disaster and have prevented the local people from doing the good job that they would like to do. After a lifetime of buying tools and appliances at Sears I'm completely disgusted at the way corporate mismanagement has ruined one of the few companies I relied on. In the future I won't trust them for anything that matters.
BOSTON, MASSACHUSETTS -- Water heater warranted for 12 years begins to leak internally after barely 8 yrs. I went to local Sears store to purchase a new replacement water heater because it was an emergency. The salesman could not have been nicer. Delivery and install in 48 hrs. The next morning I called warranty support to have them authorize coverage and credit and or pro rate the purchase of new water heater.
A 90 minute trip through hell began. I was transferred no less than 6 times, made to repeat my name, address and zip code, When I finally reached someone with a resolution, I was shifted to Repair service to schedule a tech to come and see the broken water heater so he could give me paperwork that would allow SEARS to credit my account for the new water heater I had just bought.
After 30 minutes of back and forth (the person on the phone told me I didn't live at my address!) they set up an appointment and then told me I'd be charged $75 for a service call because my warranty didn't include service calls, but if I did choose to replace the heater, they would not charge me for the visit! I had already purchased a new water heater I told them over and over, therefore why would I pay for a service call.
I asked for a supervisor and was put on hold over and over. The person on the phone stonewalled me as much as possible from speaking with anyone above her. I finally smashed through the wall and was met by an even more obtuse person who could not help me resolve this and kept repeating a canned "I'm sorry sir if we've made you impatient, Sears values it's customer and we are working as hard as we can to assist you."
Finally I told them I was cancelling the new water heater, that I was headed for HOME Depot as soon as I got off the phone and I would never consider Sears foe any purchase every again or recommend them to anyone. Again, "Sears values it's customer and we are working as hard as we can to assist you." I hung up.
ONLINE -- Sunday 3:30pm 8/5/2012 - ordered parts 2 thermostats upper and lower. Called back 3 hours later. Discovered didn't need the 2 parts. Was told by operator at Sears Parts "you cannot cancel orders." So they will send the parts to me that I do not need and then I send them back at MY COST? They will not refund until the 2 parts arrive at Sears parts??? So they get your money right off the bat, then no cancellation. They get to keep YOUR money while the PARTS GO BACK and FORTH??? THAT HAS TO BE THE DUMBEST BUSINESS PRACTICE I HAVE EVER HEARD OF. DON'T BUY PARTS FROM THEM.
LEOMINSTER, MASSACHUSETTS -- Found water tank leaking (no hot water). Company coming & toddler in house, my first thought was to replace heater. Went to Leominster Sears to get replacement. Purchased an on sale floor model. Took it home and began replacement. Realized that old unit tank warranty was in effect (6.5 yrs of 9). While I was making switch, my wife was making phone calls. Store manager told her he would refund price of new power miser 9. As this was happening, I found out floor model was missing upper heat element by water gushing out. Appliance manager said bring it back for refund.
Brought both tanks back to store since I wasn't sure what 'sticker' they wanted of old tank. Appliance manager told me what sticker and how to return defective heater. When I came back with return ticket, he refunded purchase. Then he called for the mod who informed that they wouldn't do anything about the old tank because I had removed the unit and therefore, they couldn't tell it was broken. After informing them I would never enter their store again, I went to Lowe's and purchased a new heater.
NATIONAL -- I brought a water heater and installation via Sears's 1-800-877-6420 service. I also (foolishly) brought a three-year service agreement. The local contractor installed a different model than the one I ordered. This created a difference between what I owed and what I paid. That's one reason to need an invoice or statement of charges. I also need it to get reimbursed by the owner of the house and to supply for the record of investments to the house.
I never succeeded over numerous telephone calls to get anyone to send me either a statement or the terms of my service contract. (It's the biggest scam in the world to verbally sell a service contract at the point of purchase and not provide documentation so that when the time comes to exercise the contract the purchaser has forgotten all about what he or she is entitle to under it.) Half the people I talked to were illiterate or incompetent.
Some people could find my purchase record, others, in the same office on the same day, could not. Some were illiterate, some were helpful, some assured me that the statement would come. My credit card company, Citibank, won't consider this an item in dispute because I received the water heater and installation. So Sears can charge whatever they want and if their records are too screwed up to back it up or do it accurately you have no recourse but to pay up.
I purchased a Sears 50 gallon water heater in 2007 with a 5 year service contract. On 8/28/11 it stopped working and I called for service. When the technician came on 8/30, the part was defective and caused a flashback explosion in my basement that blew off the flue pipe of the water heater. Although the technician claimed a part would be FedEx'd to me overnight, that never happened. I am still waiting for the part that is on back order for the entire Sears in the entire US. I'll be lucky if I get hot water by next week. I would never repeat this experience. Instead I would get a water heater from a reliable local plumber who would have an interest in installing and repairing it properly.