Sears Water Heaters Consumer Reviews - Page 2

SALINAS, CALIFORNIA -- We'd paid for the Water Heater extended warranty for about 7 years. After calling the Sears technicians out sev times in late 07, the WH died. We had just renewed the warranty in late Nov 07. Sears said they'd have to charge us $78 more for parts. OK, we paid. Fri afternoon before Christmas guests arrive, the Sears contract plumber came out and essentially said that if we wanted hot water, we would pay an additional $540. We paid... we needed to take showers & wash dishes. Afterward, we discovered our recirculation system no longer works well. We now have to waste a lot of water trying to get hot water to come.

We complained, spending sev days on the phone. Essentially Sears employees said what their contractors do is not their problem. The Sears technician who can condemned the WH in Dec came out and said there was no need to move the WH the 9 or so inches that the original plumber indicated was part of the reason for the $540 charge. Part of the charge was $170 for a “difficult installation”, which really meant, he had to walk down some brick steps and along the front of the house and install the WH in a nicely open area with decent headroom.

Further the Sears technician said that the contract plumber had now piped the WH such that any leak or problem would require them to cut pipe (potentially more expensive repairs in the future). Finally in response to my calls or perhaps to the technician filing a report, another plumber from the original contractor came out 14 Jan 08.

He agreed that there were some mistakes and made some changes. He said "the additional $540 charge was to bring the system to code and said he'd show us the code as he always carried it". We followed him to his truck and then he decided he didn't have the code book. He promised to mail the appropriate pages. We've never rec'd that information.

In getting shunted around Sears, we also discovered that Sears policy isn't exactly what we were promised. The manufacturers warranty would run CONCURRENTLY with the 2 year warranty we had just paid Sears for. Since the WH was sick, I had asked the Sears Warranty agent specifically... if what we paid for the warranty and the WH broke... would the extended warranty be added on to the manufacturers warranty or how it was handled? He swore to me it would be added on, not run concurrently. Sears supervisors in that section now say essentially... too bad. He was wrong. You lose.

So far, we've been able to get no real help from Sears administrative staff. Several employees were sympathetic. A couple gave me bad information and wasted even more of my time. Here's the bottom line. Most financial folks say that extended warranties are generally not worthwhile, but what they rarely say is that they deliver you into the hands of contractors who may or may not deal with you fairly. You lose control. You may lose what you've paid for the warranty... and more.

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 an 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.

Anyway, 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?

AMARILLO, TEXAS -- Saturday night 10/29/05, approximately 8:00 PM we discovered water heater was flooding hall and one bedroom. This water heater was purchased in 5/2000 and has 7 years left on the warranty. We immediately called the number shown in the Amarillo, Texas directory (800-469-4663) and explained the situation. We were told someone would be out Sunday 10/30 and the service call would be $132.50 because of being Sunday.

After this was set up, we called a plumber who came out and cut off the gas and water and paid $90.00. We called the 800 number Sunday morning and was told someone would be out. We sat home all day Sunday with the front door wide open and saw no-one, finally called the 800 number back approximately
5:00 PM and was told "not set up for anyone to come" and would be Monday. Monday morning we called 800 number and talked to RUDY who assured us someone would be out. Again no-one came and by noon we called back and were told would be Wednesday? Told the woman we could not wait that long.

All of this time we are using the wet/dry vacuum, probably 10 times a day to keep anymore water from the floors. The hall is a brand new laminated floor (2 weeks old). Called and got ** at the Hot Water Hotline and he said he was sitting up for replacement and I would need to talk to the sales/service department.

Talked to them and was given Ref. 3040554 and told they would contact the installer. Called back Tuesday morning early and told paperwork sent to the installer (Ron's Plumbing). Called Ron and the paperwork was faxed to him at 8:26 AM 11/1 (today) so he sent one of his men to Sears to pick up water heater and Sears did not have any paperwork and would not release the heater.

Once again called the Hot water Hotline (1-866-750-5270) with the reference number and explained the situation. The woman put me on hold and called the store, came back and said she talked to the manager ** and would be taken care of. The installer turned around and went back to the store and as of this time we have not seen him. We are sitting here with a hall floor wet, bedroom floor wet and on top of this are being told we have to pay 237.54 plus 75.00 for combustible kit plus approx. 35.00 for installation kit and on top of all of that will have to pay $500.00 deductible for the floor and carpet.

Ron's plumbing was never notified until this morning and he stated had they been, could have come out Saturday or Sunday before we suffered so much damage. We feel Sears should cover all of the damages and charges due to the inefficient and incapable, non-caring people who answer the 800 number and do nothing.

We have always purchased Kenmore appliances, etc. but if this is any example of service now we will not longer do that. Wife even worked for Sears for over 12 1/2 years in past. Very disgusted and very,very dissatisfied. WHAT HAS HAPPENED TO THE SEARS SERVICE AND GOOD REPUTATION THEY (USED) TO HAVE FOR REPAIR?

ST. CHARLES, MISSOURI -- Purchased Water Heater and Master Protection Plan 5/26/06. It has been leaking from the hot & cold connections to the house copper lines. Not sure how long this has been happening but there is significant corrosion. On Dec 8, 2010 a tech came out and said it is not their responsibility and to call a plumber. I called the many 800 phone numbers and even spoke to a super but was told the same.

Well a plumber came and said the lines needed to be connected with a dielectric union pipe fitting to this corrosion does not happen and that it is code for my city. I spent 2.5 hrs on the phone with them the other day to get nowhere. Sears did not do a proper installation in 2006 and now they are not calling back, answering the faxes they requested of the plumbers $278.00 quote to fix, and even Sears Cares has not responded. Why would anyone ever want to get any service/product from Sears these days? And with their credit card rate at 21%? I do not know what to do next?????

Our 5 year old water heater started to leak and the ordeal began. We had purchased it from Sears and it was under warranty. I called on a Sunday and got an appointment for Monday. So far, so good. The "repair" person came and said I needed a new tank and that someone would call me. He left, I got no call. I called Sears multiple times during the day and was finally contacted at 9 PM. The plumber was irritated that he had to drive to a distant store to get my unit and wanted to delay the replacement for 48 hours. I had no hot water! Finally, he agreed to come the next day.

He arrived near 11 AM, claming the store didn't even open until 10 AM to get the replacement water heater. Six days later, the elbow joint between the hot water heater and water line is leaking. And the new expansion tank is also leaking. I called again. (Sunday) and was told someone would come Monday between 8 and 12. Sound familiar? Service person CALLED at 10 AM and said the installer had to come do the repair. And I was told they would call.

Again, I have been on the phone with Sears and no one can help. They all send me to another department, promising my issue has been escalated to the special cases unit, the Special Handling Team, and even told me that I'd get my own case manager. The case manager is going to call and take my complaint sometime in the next 24-48 BUSINESS hours.

Meanwhile, I've taken 2.5 days from work so far and while I have hot water, I also have two leaks that are getting worse. All I want is for a plumber to come re-sweat the connection in the elbow joint and figure out why the 6 day old expansion tank is leaking. I'd also like to be kept informed of when/if the repair person will be coming. I will NEVER buy an appliance from Sears again.

Last Saturday my 16 year old Kenmore water heater finally died and I went to my local store and bought a new one and arranged for installation on Monday. Sunday I got a call from a very embarrassed salesman saying that all water heater installations in my city have been cancelled by the corporate office. Monday I take time off work to go home and get my receipt so I can cancel the order. Then Sears calls and says they've found an installer for me.
Monday turns into Tuesday, then Wednesday, and finally on Thursday after multiple phone calls and miscommunication from the corporate offices, my Kenmore water heater is installed and is found to have a defective part and doesn't work. The plumber calls the service center and is told a technician has been dispatched to my house with the part. Plumber leaves. No technician.

I call the service center and am told a technician can be here next Tuesday, and after much screaming on my part they say he'll be here tomorrow. Nice plumber calls back and offers to swap out the whole water heater for me as soon as he finishes his other installs. And so the saga continues as I go into day 7 with no hot water after using 12 hours (so far) of my vacation time to be off work for this installation.

All the local people have been excellent but the corporate offices have been an incompetent disaster and have prevented the local people from doing the good job that they would like to do. After a lifetime of buying tools and appliances at Sears I'm completely disgusted at the way corporate mismanagement has ruined one of the few companies I relied on. In the future I won't trust them for anything that matters.

BOSTON, MASSACHUSETTS -- Water heater warranted for 12 years begins to leak internally after barely 8 yrs. I went to local Sears store to purchase a new replacement water heater because it was an emergency. The salesman could not have been nicer. Delivery and install in 48 hrs. The next morning I called warranty support to have them authorize coverage and credit and or pro rate the purchase of new water heater.

A 90 minute trip through hell began. I was transferred no less than 6 times, made to repeat my name, address and zip code, When I finally reached someone with a resolution, I was shifted to Repair service to schedule a tech to come and see the broken water heater so he could give me paperwork that would allow SEARS to credit my account for the new water heater I had just bought.

After 30 minutes of back and forth (the person on the phone told me I didn't live at my address!) they set up an appointment and then told me I'd be charged $75 for a service call because my warranty didn't include service calls, but if I did choose to replace the heater, they would not charge me for the visit! I had already purchased a new water heater I told them over and over, therefore why would I pay for a service call.

I asked for a supervisor and was put on hold over and over. The person on the phone stonewalled me as much as possible from speaking with anyone above her. I finally smashed through the wall and was met by an even more obtuse person who could not help me resolve this and kept repeating a canned "I'm sorry sir if we've made you impatient, Sears values it's customer and we are working as hard as we can to assist you."

Finally I told them I was cancelling the new water heater, that I was headed for HOME Depot as soon as I got off the phone and I would never consider Sears foe any purchase every again or recommend them to anyone. Again, "Sears values it's customer and we are working as hard as we can to assist you." I hung up.

LAS VEGAS, NEVADA -- Our 7 year old Sears water heater cracked 2 days ago. We were forced to shut off the water to the house because the intake valve was also shot (which Sears had installed when they installed the water heater) and it continued to leak unless we shut off the main valve to the house. We immediately called Sears to have someone come to repair or replace it. No one responded and after several calls the next day, a repair person finally came at 4 pm the next day. After paying him $89.00 said the water heater was cracked and needed to be replaced.

We immediately called Sears to schedule the replacement. They said they were busy and to call back the next morning. We called several times that morning and were told that a repair person would contact us to schedule the replacement by 2pm. At 2 pm we called and were told that it would take 24-48 hours more to schedule the replacement.

To add insult to all this I had outpatient surgery yesterday and am recovering from pneumonia. When we called Sears again to say this was unacceptable, they said we could go to the store and pick up the water heater ourselves and find out own plumber to install it. This said after we had already paid them almost 400.00 to cover the installation.

So now 48 hours later we have been without water. Sears has been paid for the installation of a new water heater to replace their defective one but we have no installation scheduled. We have bought appliances from Sears for over 30 years but will never buy another one from them.

ONLINE -- Sunday 3:30pm 8/5/2012 - ordered parts 2 thermostats upper and lower. Called back 3 hours later. Discovered didn't need the 2 parts. Was told by operator at Sears Parts "you cannot cancel orders." So they will send the parts to me that I do not need and then I send them back at MY COST? They will not refund until the 2 parts arrive at Sears parts??? So they get your money right off the bat, then no cancellation. They get to keep YOUR money while the PARTS GO BACK and FORTH??? THAT HAS TO BE THE DUMBEST BUSINESS PRACTICE I HAVE EVER HEARD OF. DON'T BUY PARTS FROM THEM.

LEOMINSTER, MASSACHUSETTS -- Found water tank leaking (no hot water). Company coming & toddler in house, my first thought was to replace heater. Went to Leominster Sears to get replacement. Purchased an on sale floor model. Took it home and began replacement. Realized that old unit tank warranty was in effect (6.5 yrs of 9). While I was making switch, my wife was making phone calls. Store manager told her he would refund price of new power miser 9. As this was happening, I found out floor model was missing upper heat element by water gushing out. Appliance manager said bring it back for refund.

Brought both tanks back to store since I wasn't sure what 'sticker' they wanted of old tank. Appliance manager told me what sticker and how to return defective heater. When I came back with return ticket, he refunded purchase. Then he called for the mod who informed that they wouldn't do anything about the old tank because I had removed the unit and therefore, they couldn't tell it was broken. After informing them I would never enter their store again, I went to Lowe's and purchased a new heater.