Sears Complaint - Still no air since June, Master Protection Agreement
LIBERTY, MISSOURI -- ON June 25th, My air conditioner started not cooling our home. So I called the repair center. They told me to call back on the 26, to be put a sooner list, in case they have any cancellations. The Tech came out on July 2nd,and ordered the part.. The part came in on July 6th, I called ASAP. I was told that July 7th they could get someone out on an emergency basis. My son has asthma. The did not show on the 7th. I called and they said they could get out here on the 9th because all dept. are closed. So on the 9th was another no show. The 10th a different Tech came out, that part was wrong, he rechecked everything, and ordered a part. That part came in on July 11th, I called and was told they could get a tech out on July 13th. Today is July 13th, The Tech came out this morning. He said that the part which was shipped is not what was ordered, in other words that part wont work. He was very nice, and went to a local parts store, and got the right part.
He came back and put it on, and said that’s not the problem. He now thinks it may be the motor. He told me that he may have a motor on his truck, if not he can go back to the part store and get me that motor, and put it in tomorrow. He came back up to the door, and apologized he told me that he spoke to his manager, and was told the he is booked in routing tomorrow and can not come out till Monday to put in the part. He was told he is not to go buy the part tonight either, and the part store will now be closed through the weekend.
The other issue:
I spoke to the lemon dept. on the 11th and was told I can rent 3 window units. They gave me some phone numbers who do rentals in my area. I called, and I was told nobody rents window units in my area. So I called back to the Lemon Dept. and was told to call my local sears and see what they can do. I called, and upon leaving the hospital, I went to sears before coming home. The manager had no idea what I was talking about, she was on the phone with the lemon dept. , she handed me the phone. That lady was very rude, I explained to her, I was just getting out of the hospital, and could not do much, I am suppose to be bed bound. She approved 2 units to buy, when the lady at sears said that both units are for small rooms, I asked her if it would cool down a floor, like 1000 sq ft. she said no, do not get that unit for that, it will not work, she told me what will work. We went thru all this and the total came to 250.00 to get 2 units. One for the room, and one for the floor, that left one floor with no air. I said great, I made some calls, was told I could borrow the money. Got ready to buy it, and the lady on the phone, said, wait. I got a hold of a rental place, that can order the window units in, I said OH, OK. So I asked her, can this be taken care of on the phone, and delivered. She said yes, she had it taken care of with Brian at rent a center. I asked again, are you sure, cause once I leave here, I’m back down in bed. Yes, not a problem. So I went home and called rent a center. I spoke to Brian, He told me he could get the units. It would be 30 day per unit. I said ok, He said they do not put them in, but he would see what they can do. I was happy, then he said, I have to get there, fill out paperwork, and if everything goes through, he could get them in the next day. I had no way to get there, I still have no way to get there. I am home in bed!
I am so sick of all this.
I have spoke to every dept, and been passed on here and there all day. Till about 6pm tonight. Then I started writing this letter.
I spoke to National Customer Relations, Recovery team, Shirley and Monica with
800-549-4504, I was given the service manager over my local routing, who refused to speak to me, stating he is not in routing and he does not have anything to do with in home services at all, he only works in parts. Executive Repair I spoke to Mel, who put me on hold and gave me to Robert in the Lemon Law dept. who told me to call back tomorrow. Everyone was gone now. I spoke to someone early today when I called the recovery team, I was told if my air does not get fixed today to call him back, and he will try to get me a new unit, this has been long enough, and I have gone through enough.
That was before they decided it might be the motor?
I have been very disappointed with the service I am receiving from you. The Tech are nice, but to get someone to take care of the problems, I go through people treating me like crap from you company. Some are very nice, most are very rude.
On July 14, I spoke to Carla with No Lemon Law 1-800-927-7836. I explained everything to her. She called the service dept. and told me even that it does not show in the computer they will have someone out on Mon. She said she got a approval for replacement, if they can not fix it on MON. she has authorized me a new unit. Thank You Carla, hope I can talk to you again, if my air is still out on Mon.
On July 16, MON. I am waiting for Sears to get here. At 9:30 I call sears and ask what time the tech is coming out? I was told that I was not home so they took me off their routing today. I have been up since 7am waiting on a tech. Nobody came by, nobody called either phone (which I have had in my hand, or next to me all morning), this was another lie, to no-show me. I called the NO Lemon Law 800-927-7836, I spoke to a different lady, who called routing and they are coming back out, I’m their next apt.
The Tech came out and fixed the air, so I thought. About 5pm I called and asked how long it takes to feel a change in the house. They told me it takes up to 24 hours. I said, OK. He offered to call the tech back out, but it can take up to 24 hours. So I said I will wait to see. I called about 8pm and told the office it is 4 degrees hotter. It was 85, now it’s 89 degrees in the home. I pulled all the fans out (3) and put them back in the windows. It is a lot cooler outside than it is in the home. I called back to let you know that the air conditioner is not on, I went out side to see what the problem was. The problem is that it is still not running. I was told they can not get back out here till Next week. I told them thank you, I will call back tomorrow.
July 17th at 8am I called the no lemon law dept. and repeated what Carla had told me. They told me I had to speak back to Carla, a Carla came on the line. But they told me to call back at 11am and speak to Carla K.
I called the executive repair complaint line 800-690-5650. Spoke to Mary to add to my complaint, Instead of writing this long complaint, she is giving me to someone in the No Lemon Law Dept., she is trying to find someone who will take care of this for me, Crystal said their dept. can not say that they can replace anything, the only Carla I spoke with is in. I tried to explain that Carla K is not in instill 11am, the other Carla is the one who told me to call back at 11am, she put me on hold. Crystal came back, and said Carla K. will call me back today. She also stated, that they can not replace the unit on the first work order! But she will have Carla K. call me back anyway. Mary stayed on the line with me the whole time, then she took the time to write some of the complaint out, and told me I will have this address no later than tomorrow. Thank You Mary!
Dates on Air.
Called - June 25th
Tech came out - July 2nd
Part came in - July 6th
Tech came out - July 10th
Part came in - July 12th
Tech came out - July 13th
NO show - 7th July
NO show - 9th July
NO show - 10th July
NO show - 16th July - came out because I called, they said I was not home! Again!
Dates in the hospital - July 9th due to not breathing, I was put on heart monitors, they thought I either had a stroke, or was going to have heart attack. I am to stay away from all stress!!
Dates called for reimbursement for window units - 11th of July
Date out of the hospital - 11th of July
Dates spoke to reimbursement unit - July 11th
Canceled my Dr. Apt on July 16, the tech tired to no-show me again, now I have to wait for him to get here.