Complaints.com

From: Message Author
Date: Wednesday, 16-Aug-06 16:03:27 CDT

Business Info

CHIEF ADMINISTRATOR

SEARS SERVICE

 

 

RE: Home service on highly warrantied Kenmore Air Conditioner

 

Dear Gentleperson:

 

I purchased an air handler/furnace 3+ years ago with full warranty. The thing leaked

into the dwelling of a renting person below my house. Three Sears service people

came out and even I required that a supervisor come, too. They all said that the

machine was fine. My insurance company paid for the damage. The thing kepy

leaking. This time they sent a smart BLACK man to my home. He looked at it

and was amazed that the others could have been so incompetent. There was

a manufacturer's defect of a crack in the pan. Well, that was repaired.

 

EAch year they come out for preventive check (warranty). I have seen them add

freon to it and thought that was usual like Freon in cars need refills.

 

One month ago, the air was not working. They sent another one of the types that

misdiagnosed the situation again. He put freon and finally figured out where the

filter was located and changed it.

 

Last week, it was not cooling again. Another repairman came and said I needed

a coil and said that it was a TEN and the manufacturer may not be making anything

but THIRTEENS now. He said it should be here by Aug 9. I called August 14 and

someone in service said it had not been shipped but would be here on Wednesday.

 

I called today and was told that the part is on BACK ORDER with the manufacturer

and so Sears is looking for some little company locally that MIGHT have one.

I talked to the Service Supervisor who said they don't know how long it may take

to get one--to which I queried whether it could go on until next summer. I said

what if they can't find one. She said we'll just keep looking until we do.

 

First of all, this is suffering I've been put through for three years with this stupid

Sears situation. I was also told by someone that with my total warranty they should

do something to help, not just put me on hold. It is HOT here in Atlanta.

 

Just like the incompetence disoplayed for the last years, it is maximized by this

situation. If they can't find me a part, then put another air conditioner in baed on

my WARRANTY that I renewed FULLY after they didn't completely renew me

before that other sergice man came out last month and I had tio pay $157.00+ for

his NONSERVICE.

 

The service man last week told me that no one should ever put Freon in. So,

more and more malpractice has been wrought for the last years.

 

I was told to buy Sears' products adn my washer and dryer have been great for

12 years, but this air condition/furnace situation is virtually FRAUD and MALPRACTICE.

Everything has gone "to the dogs" after our prosperous Clinton years and that means

Sears, too.

 

I need some type of intervention with regard to this indifference, incompetence,

and failure to set a deadline for finding the part, which the service supervisor could

not set. Am I to wait for a year if they can't find the part?

 

Is there anyone in Sears Corporate office who is capable, honest, powerful, and

concerned enough about the performance of his Atlanta office?

 

The service number (order number) is 404-784-6865 to research the nonsense

that has been taking place down here for three years.

 

I hope that the administration has not completely become, if you will, like WorldCom.

 

I would like a reply.

 

Humbly and furiously submitted,

 

 

L. Walker

I wo