Sears Complaint - Incompetent salesman
NORRISTOWN, PENNSYLVANIA -- I needed a new heater for my house since the old one was 54 years old. I contacted Sears for a free estimate and figured they would stand behind their work. The Salesman (Charles) came over to give us the estimate. He kept saying that Sears is about customer satisfaction. He gave us an estimate for the heater and AC coil in case we upgrade. The estimate was for a Carrier heater, or so we thought. Also part to the estimate was to run return duct work. The original system had an open return system. The registers were there but not connected back to the heater.
Now the fun begins. The installer comes out to look at the job. He tells me that he will be unable to run all the returns and wants to cut a large hole in my living room so he can get enough air back to the furnace. We tell him no that he needs to find a way to get it done. We went back and forth with the salesman and the installer for a week and finally on the day of installation the installer agreed to do it the way the salesman promised.
Now the heater is installed and the installer informs me he has to come back the next day to finish running the return duct work. We look at the furnace and there is a big Kenmore logo on it. We were promised a Carrier.
After arguing with the sales manager it turns out that our salesman Charles told us we were getting a Carrier but on the contract and order form put the serial numbers for a Kenmore. He also forgot to charge us for the burner. They admit they made a mistake but tell us if we want the Carrier we will have to pay an additional $1,100. If we keep the Kenmore they will knock $250 off the price. We have contacted customer service and it appears they may be on our side. We will see how this one turns out.