• Report: #35927
Complaint Review:


  • Submitted: Thu, November 21, 2002
  • Updated: Wed, May 23, 2012

  • Reported By:West Haven CT
3333 Beverly Road Hoffman Estates, Illinois U.S.A.

Sears Rip-off Does not uphold customer satisfaction guarantee poor repair & customer service Hoffman Estates Illinois *UPDATE ..thank you Sears

*Consumer Comment: No Satisfaction Here

*Consumer Comment: attorney steven sears law center tampa satisfied customer

*0: Satisfaction

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1999 I purchased a Sear's central air conditioning unit for $6600.00. Sears sub contracted it to a place who dented the unit bringing it in - set it up their own way - not the way we agreed and was curt & rude to us in our home.

The unit never worked right - a couple times each season this unit required recharging. We kept calling for service - techs came out - recharged the unit - one stated the unit was running too hot & bypassed a switch & said it wasn't needed -

Finally we contacted David Cowell head of A/C & Heating who sent the original installer out to see our problem - who in turned reported back that there was no problem - of course - the original installer would say he installed it incorrectly it was not faulty !

After many phone calls Sears sent out an independent contractor who had us wait 5 weeks through July & August for new parts as he discovered the motor & several other parts were burned during improper instillation - I have those burned parts. then he "fixed" it.. It worked for a week & a half - we called back - the man came back - recharged the unit and said he must have missed something & was calling Sears for additional approval - which was denied! It was denied because a week & a half before we told Sears it was working well - that was then - now it isn't!

Very angry of 3 seasons of our new central A/c blowing warm air my husband states we want the unit replaced or taken out & our money back ( customer satisfication guarantee!)

We are informed that Sears will not do any thing else for us as this unit is 3 years old!
It is not like this was the 1st call and we are not happy - we have had problems from original installation!

Terry Jewel from Mark Good's office stated to my husband that we will NEVER speak to Mr Lacy - CEO as they will hold up David Cowell's decision ( who also stated he has the same unit & it works fine in his home) - well sure - he did not have the same installer! also,we have received notification from the IRS stating this individual owes the IRS money and was inquiring us about our payments to him - we did not pay him- Sears authorized the work under warrantey.
What type of contractors does Sear's hire to represent them?

Meanwhile, at the end of the 3rd season - the A/C is still blowing warm air - and we all know that in April the A/C will still be blowing warm air -

There is definately a MAJOR problem with our unit and Sears does not return calls promptly nor care about me - a loyal Sears customer for over 20 years. I also Paid in full for this unit in less than a year.

Why does our problem not fit into Sear's customer service guarantee...you would think that Sears would be happy to relpace a faulty unit and keep a customer.

Shortly after the installation of the A/c we were contacted to make an appointment for an estimate to side our home - we made the appt and when the person did not show called and was informed that our appt was given away - after a representative called us to confirm & verbalization confirmation - I was upset then - however now I look at it as a godsend!

West Haven, Connecticut

This report was posted on Ripoff Report on 11/21/2002 06:09 PM and is a permanent record located here: http://www.ripoffreport.com/reports/sears/hoffman-estates-illinois-60179/sears-rip-off-does-not-uphold-customer-satisfaction-guarantee-poor-repair-customer-servi-35927. 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 Consumer Comment

No Satisfaction Here

AUTHOR: dano - (United States of America)

Customer Service at sears is a Joke Now Days. I had to deal with these arrogant, yet perfectly polite useless buffers too on a Lawn Mower repair. They can do little good and seem to have a varying script to repeat and chose from. It's a mind
boggling insult to even talk sense with these no accounts. They pose as real corporate staff. Don't waste your time with these Sears appointed lackeys. If you still can demand, your money back and buy elsewhere! Sears now reflects a true don't care attitude so why should we be loyal? I will look for a better company that is still Caring and Reputable, as I truly feel sears is not. Sears is now just like it"s parent Company K mart. If you keep that in mind it won't hurt so much.
RIP Sears!!
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#2 Consumer Comment

attorney steven sears law center tampa satisfied customer

AUTHOR: jimmy - (USA)

After the phone call from the legal department at sears attorney we got the warrantee service and all the items requested were fixed promptly.  Thank you again for the great service and keeping the customer satisfied.
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#3 0


AUTHOR: - ()

After several letters to numerous executives @ Sears I received a phone call and Sears is going to make good and correct my air conditioning problem. This will not be able to be completed untill spring as we have to wait for spring weather however - I was assured this will be taken care of. - I am happy...thank you Sears!
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