Sears Complaint - INEFFICIENT/ INCAPABLE PERSONNEL & LACK OF RESPONSE
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 deductable 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 disatisfied.
WHAT HAS HAPPENED TO THE SEARS SERVICE AND GOOD REPUTATION THEY (USED) TO HAVE FOR REPAIR?