To my fellow trusting consumers: I wish that I had seen this web site before I purchased my HVAC/Carrier heat pump system from SEARS and had them installed it. I have already written a four-page letter which I am mailing to their corporate offices and the Better Business Bureau, so I'll try to condense here.
Summary: Purchased from SEARS a replacement air handler, humidifier, and new Carrier heat pump in November 2005. SEARS sent out a contractor to install the system on December 14, 2005. Within a few months, the heat pump "froze" into a solid ice block, and the fan stopped turning.
Called SEARS about this never-before experienced event. They sent someone out to "fix" it. The guy asked me if I had a bucket. He then proceeded to fill up the pails with hot water and pour it around (perhaps over) the heat pump. Then he said he "reset" something. It seemed to work, and I thought everything was resolved.
It wasn't. On Saturday, February 23, 2008, I noticed that my heat pump was once again iced over and the fan wasn't turning. I thought it might be a problem with the unit, so I put in a service call through my home warranty service. They sent out a technician from a local HVAC company promptly on Tuesday, February 26.
The technician was outraged. He called me outside to show me what he found: an incorrectly installed heat pump (too close to house, leaning on house, not on large enough condenser pad, etc.). I called SEARS while he was still on the premises.
I was passed among 3 different persons while he was there. He spoke to each of them and told them that they had messed up the installation. Not one person said they could help me. The second person hung up on me. I got looped around from installation (where I called first) to "service," to the "resolution dept.," back to service...and on it goes.
The 7th person said they could send out one of their technicians to check--$99 service call fee. I told him I would NOT pay for a service call due to THEIR mistake. My call was "dropped." I dialed again.
I have been requesting to speak to a manager or supervisor since February 26. It is now March 2; I have talked to 10 people now, and NOT one has been anyone who could/would waive the service call fee. My house is being heated on the auxiliary which is going to increase my already rising heating bill. And I have to get this heat pump re-installed correctly.
Next stop: the Better Business Bureau and my state representative. I now warn anyone in earshot who will listen: STAY AWAY FROM SEARS! Good luck all!