Last Generation of Sears Appliance Customers
Appliance/ AC Repairs/ Warranty - Compliment
SANFORD, FLORIDA -- Sears has been a disappointment to my family these last 2 years. We redid our kitchen in 2010 and purchased Sears brand appliances (Kenmore) and their warranties. The double door refrigerator had to be replaced within the first 3 weeks because the water dispenser had a drip that wouldn’t stop. It took several calls before Sears would admit that it was a problem and agree to swap out the refrigerator.
Then the glass top on the stove broke. This they however responded to without too much problem. We also used Sears to put in a new AC unit. Well this was a comedy of errors (or should I say a tragedy). The installers were unprofessional and didn’t even call in the inspector to sign off on their finished work. The unit they ordered was too big for the space of the unit they replaced. They had to reorder and we were left for a day with no AC unit and a gaping hole where the old one had been. They had to make a bigger hole in the house for the air handler and the vent hole grill that they put in still looks like a rough job, not professional at all.
The fun continued with the fact that a few months after they did the work, work that the inspector was never called to sign off on, we had to call them again because we couldn’t get any heat as the weather got colder. The repairman who came remarked that the installers had failed to hook back up the heating element. He couldn’t do it because he needed the other work to be approved first before he moved on. So we, months after the installation, contacted the inspector who immediately lectured us about not having the AC unit inspected before use. He pointed out that the wrong type of piping was used in the installation. The repairman was now charged with obtaining the right type of pipe and redoing the work of the installers.
He then informed us of how much it would cost for him to obtain a part that was not covered with the heater and install it. At this point we just had him bring the AC installation up to code, so the inspector could sign off and hired a local guy to get the heater up and running. Fast forward to 2012, we have now had this AC for only 2 summers and the fan motor needs to be replaced. So out comes the warranty. Yes it’s covered, and the repairman tells us that he has ordered the warranted part and it will be delivered to the house and then he will return to put it in to the tune of over $300. My husband and I decide to use our local guy who says he can put in the part for $100. However when we call Sears to check on the part we find out that they will not give it to us unless we agree to have their technician put it in. Basically it is extortion.
We have paid for a warranty and feel we are entitled to have the part we have paid for. If we choose to have someone else install it and Sears doesn’t want to uphold the warranty, then that is on us. Sears continues to be consistent in its poor service repair department and their poor quality appliances. It has now sunk to a new low in our opinion as it has began to extort it’s loyal customers with its warranty policy and the ridiculous per hour charge for repairs. It is disappointing to know that this is the last generation of my family that will purchase or recommend Sears for appliances. And we would never recommend buying any of their warranties; they only overcharge you and extort money for what is rightfully yours.