Sears  Home Services Complaint

Sears Home Services Complaint

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Sears repair service for hot water tank


I am in tears and cannot believe how sears is treating my elderly aunts who have bern long time customers. These ladies have purchased all their major appliances from sears and at one time agreed to maintenance agreements on everything including microwaves. We said nothing when years go they came home with an $800 dollar vcr with more bells and whistles than they would ever understand because....the salesman said that is what he would recommend. All they wanted was to record the soaps. When they needed a snow blower they came home with one that was so big and heavy they could barely operate it. The salesman told them it was the one they needed. But now ..,.when they are strapped with medical bills and they need sears to honor a maintenance agreement, sears is turning their back. This started almost a month ago. The hot water heater began running out of hot water. An appointment was sceduled. No one showed. After calling i was told the appointment was for a different day. Then someone came to assess it. My aunt was told it needed a new element. She told them that when this happened years ago when sears attempted to fix the same problem they could not remove the element and at that time were given a new tank. So Parts needed ordered before scheduling the repair. This took two weeks. While we waited i attempted to find someone at sears who would help these ladies get a new hot water heater. My one aunt is 94. She just came home in june from a nursing hom after suffering a broken hip, fractured wrist. While she was in the nursing home she fractured her pelvis and more recently while home developed pneumonia. She requires 24/7 care and getting her in and out of the shower is hard work not to mention how difficult it becomes when the water begins to run cold. Her sister is 87 and recoving from a year long battle with her heart which resulted in open hear surgery in february. No one and i mean no one i spoke to cared enough to help or refer me to anyone that might. So here we are. The service man arrived at 5p today. Could not get the tank to drain to even get inside to attempt to fix it. He told us it was our fault for not having a water softener. He actually got defensive asking why they didnt have one. He said he couldnt fix it or rather it wasn't sears resonsibility. He left. How many ways is this wrong. I am appalled at the total lack of caring for the elderly and long time customers. It feels like elderly abuse from a major company. Shame shame on you sears.
Natalie Kurtz


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