Sears Complaint - Do Not Use Sears Home Service to Install or Repair Your Heater
CITRUS HEIGHTS, CALIFORNIA -- In 2007 I purchased a Carrier Infinity furnace from Sears. Their Home Services section in Citrus Heights, California, was responsible for the installation. That was a nightmare because the actual company who does the installing was poor.
The Carrier Infinity furnace they installed has had three major problems in three years. Beginning in Fall 2009, the furnace failed to heat. The problem was diagnosed as an ignition problem, and the part was replaced.
Three weeks ago the furnace once again stopped heating, although it would cycle on and just blow cool air. The days have been very cool this spring, 58 or so in the daytime, and 47 in the night, so heat was necessary.
The first Sears technician who came was an employee of "A & E" which he identified as a "sister company" of Sears. In fact, this company's contractor's license is actually Sears' contractor's license and A & E has no license (in violation of state law). The technician refused to believe anything was wrong with the furnace, instead telling me the door was vibrating and causing the problem. Employee no. 867747. I had already had another company come out and diagnose the problem, so I had already shown him the estimate showing the parts that needed to be replaced. He would not listen to me. Needless to say, this technician was absolutely wrong, and I had no heat. The soonest Sears could come out to repair the heater was a full week later. It was a cold week. But, if I let someone else repair the heater, Seats will "void" my service agreement with them, for which I paid $775 when they installed the furnace.
A cold week later, the same technician came out, 867747 (he refused to give me his name or his supervisor's name so I have to use his number). This time he was rude because he knew he had made a mistake the week before. Of course he reported my furnace needed the two parts he had denied it needed a week before. He said I would have to wait another week without heat because Sears purportedly did not have the parts on hand. Now it was almost three weeks without heat and the weather had not warmed up. Needless to say I have requested that this "technician" not come back.
Last week after the rude technician left I called Sears and spent three hours on the telephone with 15 different people, two of whom hung up on me, trying to get heat sooner than a week after the repair call. I asked Sears to pay for me to move to a motel so I could be warm, and Sears refused. Sears would only allow me to buy a space heater (for my entire house???)from a Sears store and then I could submit the receipt for reimbursement.
The parts arrived on Wednesday and I called for an appointment--the soonest was today 8-12. At 11:45 I called because no technician had called or come; the response was that the technician would call me to update me. No call. At 12:45 I called again and was told this time that the technician was on his way to my house and they would have him call me. At 1:15 the technician finally called and said he was on a big job and would not get to me until 4-5 pm today.
I have missed a total of two full days of work now, have been lied to repeatedly, cheated, and left without heat for almost three weeks. When the "technician" finally comes, he will be from the unlicensed "A & E" company.
Do not let Sears have anything to do with installing or repairing your furnace. Run away from Sears and their "A & E" technicians as fast as you can run. Please tell your friends--the only way to finally make Sears understand that complaints mean something is for all of us to refuse to give Sears our money.