• Report: #722886

Complaint Review: Sears Home Services

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  • Submitted: Wed, April 27, 2011
  • Updated: Thu, April 28, 2011

  • Reported By: D.W. — Adkins Texas United States of America
Sears Home Services
San Antonio, Texas United States of America

Sears Home Services Sears, Sears warranty repairs and services Heartless and Dishonest Money Grubbing Company San Antonio, Texas

*UPDATE Employee: SearsCares

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To whomever it may concern,
Over the course of the last six months our dealings with Sears Service Center have been a nightmare. In October of 2010 our outside A/C unit stopped working.  In South Texas, this is a disaster. Even in October the temperatures were in their 80s and 90s. We called Sears Service Center since we have a Service Plan and Warranty. In October we had two service men come out to work on them about between the two of them we were informed first that a spider had caused the problem. That it had somehow gotten into the A/C outdoor system and disturbed the current. The second one told us it was either a breaker problem with our main breakers and that we had to call an electrician or a problem with our A/C thermostat and to call CPS energy. CPS came out and replaced the indoor control for free with an energy saving unit but that wasnt the problem. Meanwhile I had been threatened by Sears that if we didnt clean up the area around the unit better, they were going to revoke our warranty and service plan. (By the way, there was NO GROWTH on the outdoor unit, mainly because we had made sure to kill off the grass around it to prevent such a problem.)
Since Im a single mom living at home with my sister in our parents house while they drive truck for a living 9 months out of the year, I cant afford an electrician. So, we decided to wait until my father got back to town to fix it since he worked as an electrician for the Coast Guard for a great number of years. However, for some reason, maybe lack of use or a miracle. The unit started working again after more than 3 weeks without air conditioning. We counted our blessings.
This continued until a few weeks ago (4/07) when just before bed time our house lights flickered and I heard a moaning like noise. After looking around a while, I couldnt figure out the problem. The next morning I woke up to an 80 degree house. I filled the dogs water bowl with ice; I set up fans throughout the house and opened all the windows before leaving for work at 5:45am. By the time my 3 year old and I got home that evening at 5, the house was about 95 degrees even with the efforts to cool it down. I called an electrician like Sears had said. They came out on short notice after our first electrician didnt show up (4/09) and checked our breakers than our outside unit. They said there was absolutely NOTHING wrong with our breakers. Our house is only about 6 or 7 years old and the electrical system is working perfectly. He said that the outdoor A/C unit was tripping out breaker and that most likely there was a problem with the compressor on the unit and unfortunately he cant fix that problem. I thanked him and paid him $50 for coming out. Then, I called Sears again. The only day that week that we had available for them to come out was a Friday (4/15) morning while my sister was home and I was at work. According to my sister, they told her that the compressor was bad and the coils were dirty, but that the coils werent covered. So, basically, we were told to get someone to come out and do the work or Sears was going to charge us $500 to clean them in place. I called my dad and he talked to them and they told him that they were going to ship the parts out and take care of the repair for free the following Saturday.
Last Saturday (04/23) rolls around and at 9:15 in the morning I call to see when the Service Technician is expected to arrive. To my surprise and chagrin, they tell me that they dont have a service planned for that day, that apparently, because a third package hadnt arrived yet for them (the compressor), they couldnt do the work anyways and itd been rescheduled to the following Saturday (4/30) without ANYONE TELLING US.
My dad called and I end up getting a Wednesday (4/27) off from work in the hopes of getting the repair done since my family participates in the Komen Walk for the Cure and its being held on (4/30) the day they had rescheduled it to without telling us.
So, here I am, writing you on (4/27) because even though the elusive Sears services had FINALLY showed up for this appointment. They showed up and tried to swindle $900-$1200 dollars out of us, took back the parts that had arrived at the house, and left after only 30 minutes after showing up nearly 4 hours later than their expected arrival time. So, Im out the money I could have gotten from working today since they didnt even show up until well after I would have been home anyway. And our A/C? Considering Im writing this praying my computer doesnt overheat and shut down with a fan pushing hot air over my hands, what do you think? And all those promises of the repair being done? Lies. I guess they just dont keep records of what they tell people, probably so it wont be used against them. No wonder the company is going under. If you treat the people that pay you like faceless wallets, you start losing business. And people like me, start telling the truth about company ethics and morals to everyone and anyone who will listen because if I dont say anything, another poor soul is going to fall into Sears heartless and dishonest traps.
Now, Im going to try to keep my 3 year old and our 8 year old Great Dane cool while we try to figure out what to do next while we stare down the barrel of a summer promising to hit triple digits soon.

This report was posted on Ripoff Report on 04/27/2011 05:08 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sears-Home-Services/San-Antonio-Texas-/Sears-Home-Services-Sears-Sears-warranty-repairs-and-services-Heartless-and-Dishonest-Mon-722886. 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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Updates & Rebuttals

#1 UPDATE Employee

SearsCares

AUTHOR: Searscares - (U.S.A.)

To D.C.,

My name is James and I am part of the Social Media Support Escalations team at Sears and I am very concerned about what I have read here and I want to assure you that Sears does not want you and your family to have to continue suffering through the heat of a Texas Summer without A/C! We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) dont have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (D.C.) for reference to your issue and we do look forward to talking to you soon.

 

Thank you,

James H.

Social Media Moderator

Sears Social Media Support
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