Purchased a new central heat/air unit from Sears during an in-home estimate on a Friday. Purchase required advance payment in full with the salesman using our phone to verify our check would clear. Salesman assured that unit would be installed on Tues. That's why we bought it.
Salesman did not return calls re. Time of installation which required a full day off of work for me. Tuesday PM contractors arrive and remove old unit just as salesman calls and states that the new unit is "actually not in stock" and tries to upsell. Contractors leave old unit in the yard and drive off with a hole left in the house. (and in my checking account to the tune of $2.25K)
Calls to "customer service" are an excercise in futility - over 20 transfers, numerous disconnects, and 2 hrs on the phone produce nothing. I am told I will be called back in 24 hrs. No call received. Salesman cannot be reached.
48 hrs later contractors return in the AM with the unit. Took another day off of work to provide them with access to the inside of my home. Work is completed, I leave the house. Hours later, Wife returns to find house at 90 degrees with "cool" setting indicated. Repair service called. Pets are overheated and ill.
New contractor from same service arrives, informs that air is running as heat but states that he cannot fix problem because this mornings' contractor threw away programming instructions for thermostat. Hangs around for a while because he says he gets paid by the hour. Says to ask for a new thermostat and leaves.
Another 2 hrs with "customer service" result in nothing. Am told everything from "we don't service that area (!)" to "you don't understand how this works". Requests to speak with supervisor refused. Representative "Rosa" is rude and condescending, seems to be reading responses from a cue card. Not interested in helping or even listening.
Presently no time frame for actually having the air conditioning I was made to pay for in advance (and had to have the bank called before payment was accepted - insulting!). No clue as to when/if repair will be made.
It's awfully hot in here, Thanks SEARS. I would not recommend buying so much as a pair of socks from this company. Should have known better anyway from my past experiences with their automotive dept.
Rob
Knoxville, Tennessee
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