Sears Water Heaters - Page 2

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1.0 out of 5, based on 3 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 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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Need Water Heater Under Warranty Replaced No Water for 48 Hours Now
Posted by on
Rating: 1/51
LAS VEGAS, NEVADA -- Our 7 year old Sears water heater cracked 2 days ago. We were forced to shut off the water to the house because the intake valve was also shot (which Sears had installed when they installed the water heater) and it continued to leak unless we shut off the main valve to the house. We immediately called Sears to have someone come to repair or replace it. No one responded and after several calls the next day, a repair person finally came at 4 pm the next day. After paying him $89.00 said the water heater was cracked and needed to be replaced.

We immediately called Sears to schedule the replacement. They said they were busy and to call back the next morning. We called several times that morning and were told that a repair person would contact us to schedule the replacement by 2pm. At 2 pm we called and were told that it would take 24-48 hours more to schedule the replacement. To add insult to all this I had out patient surgery yesterday and am recovering from pneumonia. When we called Sears again to say this was unacceptable, they said we could go to the store and pick up the water heater ourselves and find out own plumber to install it. This said after we had already paid them almost 400.00 to cover the installation.

So now 48 hours later we have been without water. Sears has been paid for the installation of a new water heater to replace their defective one but we have no installation scheduled. We have bought appliances from Sears for over 30 years but will never buy another one from them.
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SearsCare on 10/08/2013:
Dear Bnincongo,

We appreciate you taking time to post about what you have experienced concerning your water heater repair/replacement needs
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Can Not Cancel Order???
Posted by on
Rating: 1/51
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 searsparts you can not 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???

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Alain on 08/06/2012:
The Sears rep handed you a load of baloney. Any even borderline reputable company gives you at least 24 hours to cancel an order. If you ordered with a credit card challenge the charge. Also file a complaint with your state's consumer protection office and at This is one more reason why Sears is getting a bad reputation with consumers.
trmn8r on 08/06/2012:
I beg to differ with the complaint and my esteemed fellow member Alain.

First off, the cancellation policy is clearly stated on the website: "All orders are transmitted directly to the supplier to prevent processing delays. Once an order is placed it cannot be cancelled or altered." It makes sense that a refund won't be issued until the merchandise is returned. I doubt a dispute with the CC company will be successful, or is warranted.

Second, I have used this website on several occasions to order and research parts. I have never had an issue. Thus I would not hesitate at all to use them again. I'm sorry you didn't realize the policy - this is similar at other web portals. Always check the policies prior to ordering.
SearsCare on 08/06/2012:
My name is Tony and I am with the Sears Social Media Escalations team at the executive office. We would like to accept our apologies for the inconvenience that this has caused you. I can certainly understand your frustration with the money being taken from your account immediately and not being able to get the refund processed for the parts that are not needed.
Your business is valued greatly and we would appreciate the opportunity to speak with you further and work on your behalf to get this matter resolved to your satisfaction.
At your convenience, please contact our office via email at so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (stinger512002) 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.
Tony T.
Social Media Moderator
Sears Social Media Support
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Home Repair Service / You Be The Judge
Posted by on
After reading numerous posts about the poor service provided for their appliances I reluctantly called them for my 4 year old Kenmore Water Heater. The pilot light went out and I had no hot water. Seemed like a simple problem, just relight it. Read the label on the tank with easy instructions but it would not light the pilot after numerous tries. This water heater comes with a 9 year warranty so I had to call Sears for service, all of the parts were covered.

I called at 9:30 A.M. and Sears was at my door at 1:30 P.M. The service tech quickly identified the problem. All of the newer water heaters have a mesh screen on the very bottom acting as a filter. Over time dirt & dust does seep in eventually clogging the area around the pilot light then extinguishing it. It needed to be cleaned, again not so simple. This is something that the homeowner cannot easily do. To properly do this he used a tank of liquid nitrogen with 300 pounds of pressure to blast all of the dirt out. This took about 10 seconds. Now the pilot lighted and I had hot water. The tech said he averages 10 calls a week for the same problem.

Now I get the bill. The service call was $75.00. To clean it was another $70.00 dollars for a total of $145.00. This seemed excessive to me but all home service calls are expensive. Sears responded in 4 hours and fixed the problem. This post is not a complaint but an informative for the service I received. You be the judge. Comments??
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Alain on 02/10/2012:
Sounds like a poor design to me. I agree with you that the cost is high. We're currently using an A.O. Smith Promax water heater installed by our plumber about 5 years age. When they came out to snake a drain for us about 2 months ago they checked the water heater (free of charge) and found no problems. I checked some reviews and A.O Smith has had some problems reported, too, but for us, we'll stick with what's working.
Venice09 on 02/10/2012:
Is the warranty just for replacement and not service? I thought you were going to say there was no charge.

That was great service though. Quick and efficient!
tnchuck100 on 02/10/2012:
Response time: A+
Service call: C
10 sec + Nitrogen: F-

They gouged you big time for blowing the dust out.

If Sears was at all concerned about PR they blew a perfect opportunity earn an "attaboy" here. As is stands they show their true colors: "Get 'em one time for as much as you possibly can. We don't care if we ever see you again."
Nohandle on 02/10/2012:
I really don't know about this one ok4now. As much as I hate to state it a $75.00 service call is about average, in my area, to just pull up onto your property. If something is done while there it's extra. Gosh I recall when a service call included the labor for at least the first hour and most adjustments and the like were also included.

I'm not going to say you were taken advantage of for the *dust out* because someone has to have the proper equipment to take care of the problem to begin with. No matter how long the project took, whether 10 minutes or an hour, again having the proper equipment was necessary.

Agreed, Sears could have earned good PR if the service call charge had included it all. Through the years on occasion I've felt I was taken advantage of and other times was amazed at the little bit I was charged. I just try to remember to not expect a small charge the next time with the company. My experiences have NOT been with Sears, just appliance repair places in general.
Slimjim on 02/10/2012:
If its excessive, I wouldn't say by much. $75 is a decent trip charge rate from a little guy. I would have thought Sears would be even more considering what I've seen from GE and other big entities. Another $70 in labor- maybe that could have been done for only an addition $40-$50, it's all subjective. Although not much, there was the expense of the Nitrogen too. Honestly as service calls go, this doesn't sound that bad.
CowboyFan on 02/10/2012:
A machine at the factory would not run. Everyone said to call Old Joe, who had retired after running the machine for years. Joe came, felt with his hand along the side of the machine, and with a hammer, hit it in a certain spot. Joe said "That's $25.00." The factory people said "That's seems high." Joe said "That's $5.00 for hitting it, and $20.00 for knowing where to hit it."

The service person repaired it, because he knew what to do. The fee may or may not be a little high, but it was done quickly and right. Plus, the homeowner now knows what to do, so he can do it in the future if that problem arises again - like an education fee.

ok4now on 02/11/2012:
The water heater comes with a 9 year warranty. After the first year you have to pay for the service call but not the parts. In my situation it didn't need any parts but they charged for the "cleaning." I fully understand that all repair services charge for the service call. If they have labor and parts costs on top of this I expect to pay for it. The "cleaning" charge that took 10 seconds was gouging the customer. tnchuck called this one right. If the parts were under warranty (much more expensive) why not include the cleaning and get some great P.R. for Sears? Again they shot themselves in the foot.
Venice09 on 02/11/2012:
I have to agree with that logic, ok4now. I wasn't sure how the warranty worked because we've never had to buy a water heater in the 30 years we're living here. They all broke and were replaced under warranty, including the one that came with the house.

I hope you can clean the filter yourself in the future so you don't have to pay for it again.
ok4now on 02/12/2012:
The cheap outside filter screen is at the very bottom of the tank. Yes this is easy to clean but the problem is the dirt that gets past this will eventually clog the pilot. This new closed design was mandated by the Government to make gas water heaters safer. The tech explained that it's almost impossible for the average homeowner to clean this. The area is recessed up and under the tank which is difficult to get to. Shop Vacs are useless. I'll just have to clean it frequently so the dirt doesn't build up.

FYI: The Sears Tech told me this but I cannot verify. He stated that hot water heaters sold by Home Depot and Lowe's have a "lead finger" next to the pilot that is designed to burn down as a safety precaution. This occurs when the pilot area (my problem) becomes dirty restricting gas flow. Once this happens it can't be repaired. You are stuck buying a new water heater. Something to think about.
Venice09 on 02/12/2012:
I was going to suggest frequent cleaning, but I see you already thought of that. On the other hand, if it doesn't have to be cleaned for another four years, it might be worth having it professionally done.
ok4now on 02/12/2012:
Here's another solution. The Sears Tech explained that I can but an extended warranty for $50 bucks a year. (Don't say it Venice, I know what you're thinking.) This warranty includes a free annual cleaning and a NO service call charge. The parts & labor are covered 100%. After paying $145 just for a cleaning this might be worth considering.
Venice09 on 02/12/2012:
That's a good deal and something I would consider myself. My problem is not with extended warranties. It's how they are handled when it's time to cash in. I was always in favor of extended warranties on appliances that are used a lot and that I can't live without (washer, refrigerator, etc), but after what happened to me and reading all the similar stories, I would never buy one again.

That warranty sounds great IF they honor it without driving you crazy first. And that's a big if.
ok4now on 02/12/2012:
Good advise. I can understand what you're saying and have to agree it's how the extended warranties are handled. It seems that they look for every excuse and loophole not to pay. Having said this the $50 deal at Sears is worth considering. What scares me is that they are shutting down 125 plus stores and this warranty may not be honored. Just look at all of the people that were burned with Circuit City warranties. It's still an option worth looking at.
Venice09 on 02/12/2012:
I agree with everything you just said, ok4now. Fifty dollars isn't a huge amount to risk. Who knows?.. maybe it will actually pay off!
jktshff1 on 02/12/2012:
Good review.
I would like to add that once a yr I shoot a blast of compressed air through my a/c drain, water tank drain an others like that to blow out any debris or bugs that might be in there.
clutzycook on 02/12/2012:
Just be thankful they showed up the same day you called. If you were the typical person posting about Sears, you'd be taking cold showers for at least a month!
Venice09 on 02/12/2012:
Great advice, jkt.
SearsCare on 02/16/2012:
Dear ok4now,

We're so sorry for the frustration you're experiencing with the hot water heater. I’m glad that our repair team was able to be at your home in a proper timeframe. We see that you have a concern with the service amount. We would like to have the opportunity to offer our assistance on this cost concerns. We value you as a Sears customer and would like to provide you the best result to this situation. At your convenience, please contact our office via email at so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the hot water heater 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 (ok4now) you used to post on this site, for reference to your issue, and we do look forward speaking with you soon.

Thank you,

Robert B.
Social Media Moderator
Sears Social Media Support
Venice09 on 02/16/2012:
You're up, ok4now! Please do let us know what happens!!.. haha

Now that I think of it, this review was ingenious. What a great way to finally get some information on an experience with Sears Social Media.
madconsumer on 02/16/2012:
thank you robert b for addressing consumer issues on our site. I know consumers appreciate your efforts!!

ok4now on 02/17/2012:
This is the post I have been waiting for!! Robert B will be hearing from me very shortly and I intend to let it all out. Rest assured Venice, you will be the first to know. It's on!!!
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Don't Buy Sears Appliances Over The Phone
Posted by on
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.
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At Your Service on 11/17/2011:
I don't like the idea of purchasing over the phone either. I complement you on insisting for a copy of the warranty in writing. It can be of great importance should it ever be needed and, you're right, they should be able to provide it to you without a great deal of frustration.

Have you considered visiting the store to get what you're asking for?
Venice09 on 11/17/2011:
Demanding a copy of the warranty is another aspect of the revolution. This is something that wasn't necessary in the past when companies took care of their customers. Now you must have everything writing, and even then it's not a sure thing

A water heater is something I can understand ordering online or via telephone, especially if you need it in a hurry. Nothing wrong with that.
postsolipsist84 on 11/18/2011:
Based on my memory of the conversation at the time of purchase, what I paid for was not simply a warranty but a service agreement that included the right to require someone to come out yearly, look it over, maybe flush it, and other stuff. Merchants know that purchasers are especially vulnerable when they've just made the commitment to make a big purchase to a pitch that adds a few bucks more. It's why Dell gets you to spend twenty bucks more on a fancy keyboard. They teach this stuff in malign university courses on "marketing".
At Your Service on 11/19/2011:
Thanks for the post back postsolipsist84.

Relying on memory is a difficult thing. It's why I agree that documentation is always a benefit. I absolutely don't suggest paying for warranty coverage as an afterthought. It should be something considered prior to making the purchase. Paying for this additional service, however, can be a great benefit.

I'd still suggest making a trip to your local outlet and getting the documentation you're requesting, thereby not relying on memory.
postsolipsist on 11/21/2011:
The service contract was sold to me by the Sears national service. I shouldn't have to go to the local store to pick up its terms! Particularly after calling Sears and asking for it. The fact is, after several frustrating calls (during one of which I was told flat out I should rely on what I was told over the phone) I asked for a refund and got it.
SearsCare on 11/22/2011:
Dear postsolipsist84:

My name is Susan with Sears Social Media Escalations team. I have found your post here and am concerned about what has happened with your water heater receipt as well as the three year protection agreement documentation. We would like to apologize for the problems you are having getting this documentation after the sale. We would like to look into this situation further and offer our assistance toward a resolution.

At your convenience, please contact our office via email at so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the water heater 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 (postsolipsist84) 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
postsolipsist on 11/23/2011:
It's really gratifying to hear that yet another part of Sears's vast bureaucracy is on hand to intervene with other parts of Sears's vast bureaucracy. This box on the organization chart is dedicated to "social media escalations". There's another office that called to ask if everything on my purchase was OK. When I said no, they said to call another box called customer service (the person who called was, of course, unable to help). This and customer service are separate boxers from the box that takes calls to make purchases, who on more than one occasion told me that a statement of my purchase was being sent (never received), and the box that handles the service contract, and the box that does the accounting ("A/P audit department"). The fact is, nobody at Sears has yet been able to tell me what I purchased and how much it should have cost. Some want my phone number, some want my home address, some want my purchase number, some want my credit card number. Some say they found my record right off, others can't find it at all. I don't relish yet more time on the telephone. I think I'll wait and see if the CEO of Sears Holdings answers my letter.
postsolipsist84 on 12/15/2011:
After talking with "Isaac" who called (which proves that Sears can make a call if it wants to; he wanted to put me on hold while checking some other corner of the bureaucracy, but I demurred) in response to my letter to the CEO on about 12/2, I received, on about 12/9, a printout of my purchase details. The address on the top of the document is that of the local Sears outlet. It may be that the installation contractor was supposed to give me this document. If so, I think I can be forgiven for not knowing this, because Sears doesn't either. Over the numerous telephone conversations I had with Sears detailed above, not once did anyone ever tell me that I should have gotten the purchase order/invoice from the contractor. I'm still not clear on this point. The document also includes the following language: "The customer acknowledges that they [sic] have read, completed and understand [sic] the product installation checksheet and received a copy for their records." I did not receive any such checksheet and notwithstanding the statement that I acknowledge its receipt, I do not so acknowledge.
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Defective Water Heaters
Posted by on
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.
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idontthinkso on 09/06/2011:
Cue Sears robot in 5.. 4.. 3..
At Your Service on 09/07/2011:
Although a local plumber would generally just go someplace local, such as Sears, to purchase the water heater as well.

How long does your service contract give them to remedy the problem?
SearsCare on 09/07/2011:
To PDoersam,

I'm sorry for all the issues that you've had with this service appointment. I understand your frustration with having to wait for a backordered part before we are able to fix your water heater. We appreciate your business very much and would like to help you resolve this issue. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at Please send us an email providing a contact phone number and the phone number the service appointment was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (PDoersam) for reference to your issue and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support

idontthinkso on 09/07/2011:
Bye Sears Robot!!
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Water heater installation fiasco
Posted by on
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 embarrasssed 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.
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SearsCare on 10/08/2010:
Dear Elarie,

I'm Scott with Sears Cares Escalations and I found your post here. I wanted to reach out and offer assistance. I'm terribly sorry for all the inconvenience and trouble you've encountered during your water heater installation. Being without hot water for as long as you have is definitely not acceptable and down right uncomfortable I'm sure. At your convenience please contact my office via email at so that we can assist with resolving this issue. Please provide us a contact number and the phone number the water heater was purchased under and we will call you at your convenience. In addition, include your screen name (Elarie) in the email so we can reference to your case.

Thank you,

Scott J.
Sears Cares
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Warranty Support? Think Again! Invincible Dishonesty
Posted by on
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.
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Water Heater Replacement Sears
Posted by on
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?
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Anonymous on 11/10/2007:
$300 to replace it under warranty when a new 50gal heater costs only a bit more?
SweetSunJ on 11/10/2007:
Yup, lol. They said warranty only covers the water heater not the labor. Pretty pricey huh. $239.99 - installation, $10 disposal fee, $20.85 - for another permit, and $42.54 for the removal which was not discussed when given the first quote.
SweetSunJ on 11/10/2007:
Oops just noticed I accidentally put removal. That's actually supposed to say something else, another thing I forgot to mention. 42.54 is for the earthquake straps which is required. Hmm, when was the last time there was an earthquake in Las Vegas?
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Posted by on
AMARILLO, TEXAS -- Saturday night 10/29/05, approximately 8:00 PM we discovered water heater was flooding hall and one bedroom. This water heater was purchased in 5/2000 and has 7 years left on the warranty. We immediately called the number shown in the Amarillo, Texas directory (800-469-4663) and explained the situation. We were told someone would be out Sunday 10/30 and the service call would be $132.50 because of being Sunday. After this was set up, we called a plumber who came out and cut off the gas and water and paid $90.00. We called the 800 number Sunday morning and was told someone would be out. We sa-t home all day Sunday with the front door wide open and saw no-one, finally called the 800 number back approximately
5:00 PM and was told "not set up for anyone to come" and would be Monday. Monday morning we called 800 number and talked to RUDY who assured us someone would be out. Again no-one came and by noon we called back and were told would be Wednesday ? Told the woman we could not wait that long. All of this time we are using the wet/dry vacumn, probably 10 times a day to keep anymore water from the floors. The hall is a brand new laminated floor (2 weeks old). Called and got Jason at the Hot Water Hotline and he said he was sitting up for replacement and I would need to talk to the sales/service department. Talked to them and was given Ref. 3040554 and told they would contact the installer. Called back Tuesday morning early and told paperwork sent to the installer (Ron's Plumbing). Called Ron and the paperwork was faxed to him at 8:26 AM 11/1 (today) so he sent one of his men to Sears to pick up water heater and Sears did not have any paperwork and would not release the heater. Once again called the Hot water Hotline (1-866-750-5270) with the reference number and explained the situation. The woman put me on hold and called the store, came back and said she talked to the manager Thomas and would be taken care of. The installer turned around and went back to the store and as of this time we have not seen him. We are sitting here with a hall floor wet, bedroom floor wet and on top of this are being told we have to pay 237.54 plus 75.00 for combustabile kit plus approx. 35.00 for installation kit and on top of all of that will have to pay $500.00 deductible for the floor and carpet.

Ron's plumbing was never notified until this morning and he stated had they been, could have come out Saturday or Sunday before we suffered so much damage.

We feel Sears should cover all of the damages and charges due to the inefficient and incapable, non-caring people who answer the 800 number and do nothing.

We have always purchased Kenmore appliances, etc. but if this is any example of service now we will not longer do that. Wife even worked for Sears for over 12 1/2 years in past. Very disgusted and very,very dissatisfied.

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spiderman2 on 11/01/2005:
One thing I don't understand here is if you had a plumber come and turn off the water on Sunday, why did you need to continue to vaccuum up the water for 3 days? Also, I would imagine the warranty covers the hot water heater itself and not any damage it did to your house. Check out your homeowner's coverage for that.
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Water Heater Purchase
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Rating: 1/51
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.....
Company Response :
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 We look forward to speaking with you.

Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support
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