Report: #780089

Complaint Review: Sears Home Canada

  • Submitted: Thu, September 22, 2011
  • Updated: Thu, September 22, 2011
  • Reported By: Christine Arcand-Godin — Bourget Ontario Canada
  • Sears Home Canada
    Internet, Ontario
    United States of America

Sears Home Canada Carrier central air conditioner installed in 2008 I paid in full - from 2009 till now, no less than 3 repairmen have fixed it every summer they refuse to replace it- is still not working though I pai Internet, Ontario

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in 2008, Sears at Home sold me a Carrier central air conditioner Sears installed it.  In 2009, the first malfunction started. There was a slow leak in a coil releasing freon gaz - it took several trips for several repair men to find the problem and get the part and replace. This was done October 31, 2009.  Ever since then the unit has had problems, like not cooling the house, an electronic device was not "switching", then, another problem was another leak in some other coil, then another leak of freon gaz, then water started to come into the basement because the condensation was backing up through the hole that was drilled into the floor - I paid for a pump of some sort . Now this year it malfunctioned twice and three repair calls (repair people) came. It is still broken.

I spoke to a person at Sears customer service for parts and service who said that Sears' protocol was to not replace a non-functioning unit like this until all the parts in it had been replaced at least once! 

I kept a log of calls, some copies of correspondence - emails that were not answered, times spent on hold, printouts of service calls.  I could go on and on about things like one repair man saying if it looked like rain, he would not come out, another this summer, goes to the unit, picks up some round plug-looking things and said:  "The guy who was here last forgot to put these back on".  I reminded him that he had been the man who had last been to my house.  He then complained that my flower bed was in his way and made work difficult.  I forebore replying that if the unit had been  working properly in the first place, the flower bed would not have been considered to have been in the way !

I wrote to the Consumer Ministry of Ontario, but they say it will take up to 10 weeks to help me. It is now September and the heat and humdity are still high.

I am over 65 years old, and I bought this centrail air conditioner because I was going to retire and had no money to travel, and this air conditioner was going to keep the house comfortable in summer because I become heat fatigued quickly.

This summer was one of the worst, and my father in law was dying.  I had family from all over Northern Ontario coming to the funeral and I could not cook it was too hot to feed my family.  People could not sleep and in their grieving, the heat was intolerable.  We had to get other family members (who had to drive food in from a distance), because I could not cook in that heat.  That was the last straw.  And Sears is still giving me the brushoff and excuses and guys who cannot fix an air conditioner and who forget their tape measures and other tools, and forget to put "plugs" back in wherever these things should go.  One took all the screws out of my duct work in the basement and left them there.  They are still sitting there and I don't know what to do anymore.  I certainly don't know where those screws should go or if they should go in ...? 

My husband is sometimes in tears over the loss of his father and in the heat and stuffiness of the house, he has trouble sleeping and he is still working, so he cannot rest well.  In the meantime, Sears has not offered any solution at all.

Whatever you can counsel me to do would be welcome as I think I have tried all I can.  My husband is telling me to wait till the warranty runs out.  But, what then??  Do I have to wait, like the woman on the phone said, untill all the parts have been replaced in the whole air conditioner?  This seems illogical, impractical and not quite honest to me.

Thank you for offering your assistance.  I am at my wits' end
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