• Report: #1131781

Complaint Review: Sears Extended Warranty

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  • Submitted: Wed, March 19, 2014
  • Updated: Wed, March 19, 2014

  • Reported By: WCharlton — Land O Lakes Florida
Sears Extended Warranty
, Florida USA

Sears Extended Warranty Extended warranty on AC systems are not what they seem Land O Lakes Florida

*REBUTTAL Owner of company: Sears Extended Warranty Extended warranty on AC systems are not what they seem Land O Lakes Floridac

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I purchased a service and maintenance extended warranty from Sears for my AC system. The person on the phone assured me that a complete yearly inspection was included and that mold inspection was also a part of the inspection. When their maintenance person inspected the system, he only looked at the outside unit - not the air handler - which is a physical part of the system. He found mold in the unit and said he blew out all the dust and mold. He then explained that the air handler was not considered a part of the system and also, he was not liscensed to address the mold issue - which was also in the air handler that he did not review. I then had to call a different company who reported that the outside unit was bad because it was not pulling the prescribed amount of power - it was way over, and he also inspected the air handler and found that it was covered in mold. When I called Sears back, they switched me to a marketing person who recited a script saying they did not consider mold as an issue with the system as it was not considered to render the unit 'broken'. They also cited the air handler as not being a part of the system. They also told me they would have a manager call me back. Over two weeks later I called again since they never called me back only to have the next rep tell me the same things as the original rep, she also told me there was no documentation of my first call, and then she hung up on me because I demanded to speak with a manager. I would not reccommend using Sears for an extended warranty anymore. We had the same issue with a dishwasher that they had to repair 4 times and now we have to replace an AC system that they mis-diagnosed!


This report was posted on Ripoff Report on 03/19/2014 07:43 AM and is a permanent record located here: http://www.ripoffreport.com/r/Sears-Extended-Warranty/Florida/Sears-Extended-Warranty-Extended-warranty-on-AC-systems-are-not-what-they-seem-Land-O-Lak-1131781. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 REBUTTAL Owner of company

Sears Extended Warranty Extended warranty on AC systems are not what they seem Land O Lakes Floridac

AUTHOR: Sears Cares - ()

Hi WCharlton,

Thank you for taking time to post about your AC unit concerns.  We know how frustrating it can be to not receive the proper assistance and service you  require.  My name is Brian and I am a member of the Sears Social Media Support team.  I have read your post and I would like to take this time to offer our assistance.  We would be more than happy to research the type of extended coverage you purchased for your AC unit in order to know what repair options are available. Please send your contact #, the name and phone # used at time of purchase, as well as the screen name I have create for you (WCharlton) to reference your post to smadvisor@searshc.com and a case manager will contact you directly.  Again, thank you for posting about your AC unit service needs.  We look forward to speaking with you soon.

 

Thank you,

Brian R.

Social Media Moderator

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