Sears Roebuck impossible to get sears paid services Lakewood, Nj, Or National Call Center Nationwide

In December 2006 we had 2 new furnaces installed by Sears at a cost in excess of $9000. With that, we purchased a 5 year Master Protection Agreement and a 5 year Repair Protection Agreement, each at an additional cost of $315. In short, the biggest mistake we've ever made!

Not once have we been able to get timely or reliable service from Sears. Installation failed municipal inspection for improper ground wiring; in summer of 08, 100 degree weather, the condensate pump failed to the furnace failed and Sears told us it would be over 3 weeks before they could come out to provide service, while our basement 'flooded' every time we tried to turn on the blower motor to operate the AC - finally paid local HVAC to fix for $270 rather than wait 3 weeks with young children; in fall '08 upper furnace wouldn't go on. Sears came out, told us it was a switch in furnace; had to order part, come back out days later and still not working, so technician said it was now the 'motherboard' in furnace. Ordered, set up install for Saturday - to not miss work day for 3rd time, and on Friday night, after confirming appointment earlier in day Friday, got 'computer call' that we had to reschedule. Mind you it was now 2+ weeks and our furnace was still not repaired.

I dutifully called the 1-800#, got passed Friday night to useless rep and supervisor telling me technician ill and unavailable Saturday, at which point I said send someone else; answer, we can't no one available. In any event, I said that was unacceptable after 2 weeks and Sears promised call to me Saturday morning. Saturday morning, no call, so I called the 1-800# again and started Sears 'infamous' pass the caller game, with each person telling me they were'nt that department -- mind you Sears was passing me from person to person, I wasn't choosing.

End of story ... after finally 'giving up' and agreeing with a person at Sears, Lakewood, NJ, facility that I'd take a Monday 1st a.m. appointment, and receiving an unequivocal promise for a call back in minutes to confirm, it now hours later and I am still uncertain as to when (or if) Sears will ever perform properly for the $600+ deluxe plan(s) I paid for.

May not sound like much? Well, after 2 years and not once getting timely service, and having spent hours on the phone getting passed from person to person, as well as days off from work and hundreds of dollars to get service from others - that I thought I bought from Sears - my advice to anyone considering a major purchase is go anywhere but Sears.

Ln in holmdel, nj
Holmdel, New Jersey
U.S.A.