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sears home services Complaint - Extremely Poor Service
sears home services Complaint

sears home services Complaint

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Extremely Poor Service


The service we have received with Sears so far on this purchase and installation has been atrocious from the beginning and it's only getting worse.

1. After signing the papers, it took 2 weeks for an appointment to be set. The salesman said they had tried to call, but Caller ID tells a different story and there was not a single message left. I had to email the salesman several times before I got the appointment set.

2. The installation occurred on 7/14/14 (two weeks ago) and on Friday 7/25 the air conditioner quit working.

3. I called on Friday 7/25 and was told that I would get a call within 24-48 hours for an appointment for the repairman to come out.

4. Never received above-mentioned call and had to call back in Monday 7/28/14. Received a callback that they would not be able to come until Wednesday.

5. Informed agent that this was not acceptable and that if it wasn't done today the equipment could be removed, money refunded and I'd have someone competent complete the work.

6. Was given a number to area manager to file complaint, which I called immediately.

7. Received another call that they would be there this afternoon (Monday 7/28).

8. At the very end of day, was informed that they would not be there until tomorrow morning.

7/29/14

7:40am received call from repairman that said he'd be here at 8 am

7:45am received another call that said he couldn't come because the work was guaranteed by the installer and he was not the installer. He would have to get in touch with the installer. Told him that we were told the installer was on vacation

Placed a call to the repair line where I waited on hold for 15 minutes for a supervisor who never picked up the phone.

While on hold placed a call to Brian Cummings and left a message detailing the above.
Hung up and called the repair line back. Asked for supervisor or manager and got Shea.

Was informed by Shea that appointment was scheduled for this afternoon. She put me on hold to check on this.

Came back to let me know appointment is for this afternoon, but trying to get in touch with an installer in case it's an installation problem. Informed her that having it fixed immediately is the only option I'm willing to entertain. Put on hold again.

Came back to ask if I had another phone number...provided cell phone number. Put on hold again.

While on hold, received a return call from Brian Cummings saying that it was an error and someone will be out today. Informed him that was all well and good, but with the frustration level that I am at right now, I don't think that's enough. Have not decided yet whether or not if I will keep this...and as I type this, I was hung up on by Shea.

Shea called back...let her know that had received call from Brian Cummings and provided her with his phone number. Placed on hold again.

Came back and said she got a hold of a couple of people who could help. Asked me the outside temperature. Told me they would be coming today, but couldn't work on the air conditioner until the outside temperature was 70 degrees. (NOTE: temp today is only supposed to be 66!!!). Asked to speak with her supervisor.

After quite a lengthy hold, said was transferring me to a manager...waited on hold yet again for 15 minutes and was connected with Patrick who was supremely unhelpful, informing me that they don't handle this kind of thing here. Transferred me to Brian Conley, but came back and said couldn't reach him. Said was connecting me to the tech manager, but was not able to reach them either. Asked if I wanted a number to leave a voice mail. Informed him that wanted to speak someone who could fix it now...was told that he could transfer me somewhere but they wouldn't be able to help me because the until was under a year old. Told him he had 15 minutes to have someone call.

This is where I am right now...still waiting for someone to fix an air conditioner that worked for less than two weeks before it quit.


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