Sears Informative - Water Heater Replacement Sears
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 a 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.
Anyways, 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?