Sears Blue Service Crew
Air Conditioner Repeatedly Failing, Technician Refused Return Visit

I had an air conditioning installed by Sears in June. They used the existing furnace/air handler and the existing duct system - only replaced the unit outside. Every time it breaks, it takes at least 2 crews to do separate visits to figure out what is wrong with it. And it always takes them hours to diagnose or repair. One time they figure out what part needed replacement, but they could not find it to order it for me. On their last visit, after spending hours replacing the compressor, I noticed that the light on the thermostat was off, but the air conditioning was still running. I asked if that was OK and they said that it eventually will turn off. Well, it never did. When I called back for them to come and fix what was never fixed, the technician refused to come back. The customer service representative told me that according to the technician someone did unauthorised work on the wiring and it was not safe for him to go back and fix it. I spoke with more than 10 customer service, warranty and other Sears departments' representatives, transferring me back and forth, trying to explain that nobody but people contracted by Sears are the ones who had touched the unit, but they would not help me. Every single one had a different explanation proving me wrong. One of them even suggested replacing both inside and outside unit again - the outside one is not even 5 years old yet, still has warranty on parts. Please, do not do business with Sears, they have the worst technical support and horrible customer service.

Company: Sears Blue Service Crew
Country: USA

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