Sears Repair Service, Baltimore, MD - I write this letter out of regret and disappointment in the services provided by your company. Sears is suppose to be a company of integrity and quality services. This was not accomplished with your repair center upon

Sears Repair Service, Baltimore, MD - I write this letter out of regret and disappointment in the services provided by your company. Sears is suppose to be a company of integrity and quality services. This was not accomplished with your repair center upon installation and service repair to my Trane unit

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Sears Repair Service-Heating and AirConditioning Unit

Sears Repair Service

Baltimore, MD 21237

Our problems stated from day one. The following is a letter that was sent to Sears and explaines in detail how it has all transpired.

Jerry S &#160 Baltimore, MD 21237 &#160 &#160 Sears National Consumer Relations Corporate Office 3333 Beverly Road Hoffman Estates, IL 60179 Dear, Ms. Claudia, I write this letter out of regret and disappointment in the services provided by your company. Sears is suppose to be a company of integrity and quality services. This was not accomplished with your repair center upon installation and service repair to my Trane unit.. I am writing this letter in regards to a complaint I have with the service department in Baltimore, Maryland. We purchased and had installed in our home by Sears a Trane Heating and Air-conditioning unit on 8/18/00 for the amount of $4135.00. The name of technician is Rick Cochrane. At this time we noticed that the air that was coming from ducts was not strong and spoke with Mr. Cochrane about this and his reply was not to worry, nothing was wrong. Last year the unit was not cooling at all so we called the service repair line to schedule service. On 7/31/03 we paid $93.00 to technician #678852.He diagnosed the problem as a bad reversing value. I suspected it was the compressor but was assured it was not. Then we were told that the part was backed ordered and had to be shipped at a undisclosed time. We called on 08/01/03 to see if there was any way it could be shipped overnight as my wife has serious health problems and is disabled, also my daughter has Lupus and asthma and can not tolerate the heat. The response was no it had to be special ordered from Canada. I contacted Trane myself on 08/10/03 and received a response on 08/12/03 that a Trane distributor, Lyon and Conklin & Company here in Maryland could supply the part we needed along with their number. I then called and spoke with Gus and he assured me he had the part all Sears needed to do is have some one come and pick it up. He was quite surprised that the reversing valve would be bad in such a new unit. After many, telephone calls over the next month and more, my wife ended up making the arrangements herself with the repairman Jim Plaff , which is now on the date of 09/11/03. Mr. Plaff incurred many problems, upon installing the reversing value, he attempted to install a coil (COL 3779) which ended up being the wrong coil. Circuits kept blowing on the outside unit, he overfilled the freon, when he finished it was not very cool and there still was no force of air, the force of heat air has always been strong. He did work very hard. Our Cost $98.00. By now it is at the end of summer and we hardly needed to use the air conditioner. At the start of this summer we turned our unit on and the auxiliary light came on and stayed on when it was turned off. My wife called Sears on 06/09/04 and they could not see us for 2 weeks so we called a Trane repair dealer here locally. They sent some one that day. This is what he found.: Found T’stat wires burnt and sheeted together / Fix wires Found programmable T’stat bad / Replaced T’stat Found Air Handler Control Board shorted through black / need to order and replace control board. Found system 3 IBS low on freon / charge system. Stated that Sears should of installed a new thermostat upon installing unit and that the black wire was not even hooked up in T’stat. Compressor grounded needs replacement. For the record, the repairman who came from this other Company, stated it was not the reversing valve, it was not the problem. On 6/17/04 we had new compressor installed.(NOT BY SEARS) Now it runs like it should. We have strong air flow and it is for the first time cold in here. Our cost $945.00. On, 6/15,16,17/04 my wife made calls to Sears, and was given the complaint line number, which my wife called and stated all that is stated in this letter then was told that she would be on hold for a long ,time and to call back. She requested to have her call returned and it was stated that it would be. On June 21, 2004 my wife spoke with Charlene in the Corporate Office in Hoffman Estates, IL and requested for reimbursement of $945.00, she stated that she would review everything and returned my call in a few days. On July 9, 2004, my wife called since she had not heard anything and spoke with Anetra, she stated that she would send Charlene a e-mail stating to call me. On July 12. 2004 my wife received a call from you Ms. Claudia, stating that Ms. Charlene was no longer with your company and that you would not be able to reimburse us for the monies we spent to make the needed corrections that was incurred by the installation errors, misdiagnosed and mistakes made from your repair service department. Since we have not received anything positive I will alert the general public about the poor service of Sears. I will post this letter on the website “complaints.com”, I also will report this matter to the Federal Trade Commission, and Better Business Bureau.

Respectfully Submitted, Jerry S Baltimore, MD 21237 cc.Trane Debra S

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Comment On This

I have a master service warranty from SEARS for a whirlpool Gladiator Freezer. I called on a thurs. repair came on tues said it was compressor. part came following tues. repair was scheduled for tues luckily part was here. was told he would be here before 5pm. after talking to 5 people assuring he was coming at 7pm was told he wasn't coming but he would be here 8am sharp. it is now 8:45 wed and no one knows where he is. two days calling and waiting for SEARS is unacceptable..Service contracts are worthless if they don't have the manpower to service them..no wonder k-mart bought out SEARS they are a bargain basement company. i will NEVER step foot in another Seats store or buy another product from them and forget about the warranty, you can't get it forefilled. They lie to you all day

DON'T BUY FROM SEARS AND DON'T BUY THEIR EXTENDED WARRANTY THEY CAN'T SERVICE IT.

Comment On This

I have had similar difficulties with Sears. As of today, 19 February 2008, I will NOT do business with Sears. Their personnel have proven themselves to be liars and -- if not flagrantly and knowingly disrespectful of what is right and without integrity -- absolutely incompetent.

In December 2006 my elderly mother [the same month that my father had died, after 55 years of marriage] had to buy a new washer and dryer. She also purchased an extended maintenance agreement, which included annual checks and cleaning [this meant, pulling them out and cleaning behind them; we specified that at the time of purchase and were told it did include that. It was especially important since my mother is in her 80s and has had a couple of strokes.].

Shortly after they were installed, there was an odor of gas, though it seems to come and go. I had it checked by a friend who is a handyman, who said the connection wasn't done correctly. Since Sears had done the installation, I contacted them and was told it "should be fine". I contacted the Edison Company [Central California utility company], which sent a technician immediately, since they considered this [correctly] to be a serious matter. The technician told us it was a serious matter and that we needed to have it corrected immediately -- particularly as there were flames nearby for both the gas dryer and the water heater. We said we would have it taken care of immediately and then have someone from Edison check it again.

Shortly after the Edison tech. left a Sears "technician" showed up. When we told him the problem, he smirked and said it could'nt be the way we said it was. He checked behind the dryer, which was still pulled away from the wall. He said he would check it out, and would let me know what he found. I went back into the kitchen to take care of something and when I went back into the utility area he was wiping his hands and closing a tin of putty. He said everything was fine. I asked if there had been a leak, and he said "no", but that he had put a little more putty on, "just in case".

When the Edison technician came back, he said there was "now" putty, and that it had been applied OVER the outside of the seal. He also told us that it would probably dry out over time and would need to be redone PROPERLY.

That was bad enough.

Today, 19 February 2008, was the last straw.

I had called in early February to have the annual maintenance done. [Since they, conveniently, hadn't bothered to call us and have it scheduled, likely hoping we'd just forget about it, adding to their bottom line and free time.] A technician named "Junior" came to the house on Thursday 14 February. He arrived an hour early, then sat in front of the house for about 15 minutes talking on his cell phone. It was uncomfortable -- he was right in front of our window, and in addition to his hour-early arrival putting our schedule off some, we just kept waiting to see if or when he would come in. I didn't want to be rude and interrupt his conversation. When he finally did come in, he asked what we wanted, and I told him. He told me that pulling out appliances was NOT part of the service. When I went to get the contract he said he could do it for us if we really wanted it.

I prepared my mother something to eat and we were trying to watch TV in the living room, next to the kitchen. We couldn't even hear the TV, or each other, over his first, second and third private cell phone calls. It was unbelievable. And they were all personal; it was obvious, even the one in another language. It didn't occur to him to ignore them while he was working in someone else's home. My mother finally asked me to have him leave. I did.

I called and reported the matter to Sears. After speaking to three different people, I told the third rep. that I wanted a FULL refund of my mother's service agreement [since NO service had ever been provided]. Tyrone, a very courteous customer service rep. in the insurance cancellation department told me he would be sorry to see us unhappy, but happy to process the cancellation if we still wanted it, but that he wanted to make sure the dryer connection was OK beforehand. He scheduled an appointment with a SENIOR TECHNICIAN for today, 19 February 2008 between 1 and 5 p.m. My mother really didn't want anyone else from Sears in her house "ever again" as she just doesn't trust them anymore, and hasn't felt at all comfortable with the people they've sent the past year. [I feel the same as she does, but thought having the connection checked was important.]

About 3 p.m. today, I called to make sure someone would be here. I just had a feeling it wasn't going to happen. After calling and repeating the same information twice, I was told the appointment had been cancelled. ... I was passed on and told that appointments had been cancelled for "the 14th" [when Junior was here]. I told this person, Santos, the story and that we had had an appointment "with a Senior Technician" for today between 1 and 5 p.m. and wanted to verify it. He passed me on; so after repeating the story and verifying all my personal information for the fourth time, I finally spoke with Elizabeth, in the Executive Office For Services and Repairs for Sears, here in Central California [Phone: 559/244-6296]. She didn't show anything scheduled for today. She then asked if I had any time tomorrow, or the rest of the week. I said "No! I've already wasted today and part of last Thursday. "It's today or never." I informed her I would be contacting the California Consumer Affairs, the Better Business Bureau and writing letters to local newspapers about what awful service Sears provides, about how unreliable and dishonest they are; and about how they don't even really care if they put a senior citizen in danger [gas leaks].

That is why I am also submitting this comment on this web site.