Sears Complaint - Central A/C run around
I purchased 2 Kenmore central air units that were installed by Sears in Feb. of 2004. Along with that I was sold a 10 yr parts and labor, warranty. In June of 2008 I went to put my units on and found that the upstairs unit was not putting out cold air. note: test your A/C before the 1st hot day you need it. When I called Sears to make an appointment they gave me a date for 5 days later. I remind you I have a service contract with them. I also have a service contract with my oil company who is there within hrs. of being notified when I have no heat or hot water and fix the problem. Well after showing up and determining that the unit was low on freon, they filled it and made no other checks. When I went to use the unit a few days later there still was no cold air. After taking a panel off on the condenser unit that houses wiring I found an old mice nest that was preventing the unit from performing properly. The low freon level has been an issue every yr. since and the wait period to get an appointment to have a serviceman look at it, can take up to a month. It wasn't until April of this yr. when I turned the unit on and there was no cold air again that I insisted this time they look to see why it is always low on freon. When they came they found a leak in the evaporator coil. SUPRISE!! They put a product in called RX11PLUS that they said would seal the leak. When I went to use the unit a month later in May, guess what? No cold air. So I call Sears again about the problem and got an appointment for June21st. On that day the serviceman finally called it into whatever dept. he does to tell them that the evaporator coil needs to be replaced. However, they do not have the coil replacement for this unit anymore. The system will need to be replaced. On June 22nd, I was called by a case manager from Sears, who informed me that a contractor would be in touch with me within 48 hrs. to schedule a site inspection. Well, on June 29th, after waiting a week, I called the case manager to tell him that 48 hrs. had passed days ago and I've heard nothing. His response was, that's 48 business hrs. That's 6 days if you count lunch and coffee breaks. I didn't ask if they did. I never heard of such a thing. The case mgr. said he would call to see what was going on and call me back at 2pm to make sure that the contractor had called. Guess what? Oh he did call back but no call from a contractor. Finally, a contractor called and showed up to do the inspection, only after being notified that day for 1st time by Sears as he told me. The contractor said he would be notifying Sears that day that the system would need to be replaced. Now it is July 6th and once again I'm calling the case manager to get an update. He tells me that he has received no paperwork as of today on the inspection. I asked him being a Sears Premier Customer as they continually thank me for, when I've spoken to most of the cast at Sears, that maybe he should call the contractor and try to expedite this. It is 100 degrees here on Long Island don't you know? Well, he informs me that he doesn't have to look into it till 7 days from the inspection. HAVE TO. Also, he's got 50 other Sears customers that have issues. Sounds like Sears has issues. When I went to write this review and selected Sears as the company, a window came up asking me to give Sears 1 more chance to resolve this. Well I gave them a deadline that they did not meet so I am posting this review. I have been in touch with another case manager through the email I sent them, who has given me another case number and another 24 to 48 hrs. to get back in touch with me again. I forgot to ask if that was business hrs. and if it included lunch and coffee breaks. Regardless of how this turns out I recommend that you really think hard before purchasing anything from Sears. I will post a follow up to let you know if Sears did honor their warranty, however, I still will no longer shop at Sears. Check your contracts and receipts from Sears because they should have in the biggest letters, "SATISFACTION GUARANTEED OR YOUR MONEY BACK". I'm not and if your not start demanding your money back.